CN110310049A - Customer service method, server, client and the system of instant messaging - Google Patents
Customer service method, server, client and the system of instant messaging Download PDFInfo
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- CN110310049A CN110310049A CN201910618912.8A CN201910618912A CN110310049A CN 110310049 A CN110310049 A CN 110310049A CN 201910618912 A CN201910618912 A CN 201910618912A CN 110310049 A CN110310049 A CN 110310049A
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Abstract
The present invention provides customer service method, server, client and the system of a kind of instant messaging, the customer service method of the instant messaging includes: the service request for receiving the first client and sending, and service request indicates problem to be solved；Service request is distributed at least two second clients；After receiving the response instruction that second client at least two second clients is sent, response is instructed to other second clients distributed and be sent in the first client and at least two second clients, response instruction indicates the corresponding answer of problem to be solved.Scheme provided by the invention realizes multiple Customer Service peoples and improves comprehensive service capability for same user service to guarantee that answer can be obtained by a customer service in problem to be solved.
Description
Technical field
The present invention relates to field of computer technology, in particular to customer service method, server, the client of instant messaging
And system.
Background technique
Customer service can be divided into artificial customer service and electronic customer care, wherein artificial customer service can be subdivided into text customer service, video again
Customer service and voice customer service three classes.Text customer service refers to the customer service mainly carried out in the form for chat of typewriting；Video customer service is
Refer to and mainly carries out customer service in the form of voice and video；Voice customer service refers to the customer service mainly carried out in the form of mobile phone
Service.
Currently, for artificial customer service, either text customer service, video customer service or voice customer service, method of service
A client is mainly distributed into an attendant, this attendant of distribution answers a question for client.But have
The attendant that a little problems generally require different departments solves, for example a company needs Human Resource Department, rear-service department and wealth
Business portion is that client solves the problems, such as jointly, and existing customer service mode then needs successively to contact different departmental service personnel, sometimes
When not knowing which department is problem need to seek advice from, then different departmental service personnel are inquired with regard to a problem repeatedly respectively, led
Cause customer service efficiency lower.
Summary of the invention
The embodiment of the invention provides customer service method, server, client and the systems of a kind of instant messaging, can
Instant messaging, realizing multiple Customer Service peoples is same user service, to guarantee that problem to be solved passes through client's clothes
Answer can be obtained in business.
Instant messaging customer service method, comprising:
The service request of the first client transmission is received, the service request indicates problem to be solved；
The service request is distributed at least two second clients；
After receiving the response instruction that second client at least two second client is sent, by institute
Other second visitors for stating response instruction distribution and being sent in first client and at least two second client
Family end, the response instruction indicate the corresponding answer of the problem to be solved.
Preferably, above-mentioned instant messaging customer service method further comprises:
Corresponding access right is distributed for the corresponding registered users of the second client described in each.
Preferably, it is described the service request is distributed at least two second clients after, it is described will be described
Response instruction is sent to before first client and other second clients, further comprises:
It receives second client to trigger the response of the service request, the response triggering is packaged with described
The signature identification of first client；
According to the signature identification of first client of response triggering encapsulation, first client is determined.
Preferably, above-mentioned instant messaging customer service method further comprises:
Service the public number is constructed, the service the public number indicates service content；
And corresponding service number ID, service name, service type, service goal, described is distributed for the service the public number
The access right of the access right of the corresponding registered users of second client, the corresponding registered users of first client
And icon mark；
The service request further indicates destination service ID；
It is described that the service request is distributed at least two second clients, comprising:
The service request is distributed at least two second clients with the destination service ID access right.
Preferably, above-mentioned instant messaging customer service method further comprises:
The discussion instruction that second client at least two second client is sent is received, the discussion refers to
Instruction is enabled to be directed to the discussion scheme of the problem to be solved；
By described other second clients that instruction is discussed and is distributed at least two second client；
After receiving the discussion and instructing corresponding discussion response, response instruction is sent to described at least two
Second client, the discussion response indicate that the discussion instructs corresponding answer.
The server of instant messaging customer service, comprising: interactive unit and allocation unit, wherein
The interactive unit, for receiving the service request of the first client transmission, the service request instruction is to be solved
Problem；The response instruction that second client at least two second client is sent is received, the response is referred to
Other second clients being sent in first client and at least two second client are enabled, the response refers to
It enables and indicates the corresponding answer of the problem to be solved；
The allocation unit, the service request for receiving the interactive unit distribute at least two second
Client；The response of the transmission of second client at least two second client is received in the interactive unit
After instruction, by response instruction distribute in first client and at least two second client other the
Two clients.
Preferably,
The allocation unit is further used for corresponding to for the corresponding registered users distribution of the second client described in each
Access right.
Preferably,
The server of the instant messaging customer service further comprises: processing unit, wherein
The interactive unit is further used for the response touching for receiving second client to the service request
Hair, the response triggering are packaged with the signature identification of first client；
The processing unit, first client of the response triggering encapsulation for being received according to the interactive unit
Signature identification, determine first client.
Preferably,
The server of the instant messaging customer service further comprises: construction unit, wherein
The construction unit, for constructing service the public number, the service the public number indicates service content；It and is the clothes
It is corresponding that public platform of being engaged in distributes corresponding service number ID, service name, service type, service goal, second client
Register access right, the access right of the corresponding registered users of first client and the icon mark of user；
The service request further indicates destination service ID；
The allocation unit is further used for distributing to the service request with the destination service ID right to use
At least two second clients of limit.
Preferably,
The interactive unit is further used for receiving second client hair at least two second client
The discussion instruction sent, the discussion scheme that instruction instruction is discussed and is directed to the problem to be solved；Refer to receiving the discussion
After enabling corresponding discussion response, response instruction is sent at least two second client, the discussion response refers to
Show that the discussion instructs corresponding answer；
The allocation unit is further used for instructing the discussion and distribute at least two second client
Other second clients.
A kind of the first client of instant messaging customer service, comprising:
Interactive unit for receiving the service request of the first user input, and sends the service request, and the service is asked
Instruction problem to be solved is sought, and receives response instruction, the response instruction indicates the corresponding answer of the problem to be solved.
A kind of the second client of instant messaging customer service, comprising:
Interactive unit, for receiving service request, the service request indicates problem to be solved, receives second user input
The answer for the problem to be solved, and the answer is encapsulated as response instruction, and send response instruction.
A kind of instant messaging customer service system, comprising: any of the above-described server, at least one is above-mentioned instant
Communicate the first client of customer service and at least two above-mentioned the second clients of instant messaging customer service.
The embodiment of the invention provides customer service method, server, client and the systems of a kind of instant messaging, should be i.e.
When the customer service method that communicates include: the service request for receiving the first client and sending, service request indicates problem to be solved；
Service request is distributed at least two second clients；Receiving second client at least two second clients
After the response instruction that end is sent, response is instructed and distributes and is sent in the first client and at least two second clients
Other second clients, response instruction indicate the corresponding answer of the problem to be solved, and the method achieve multiple customer services
Personnel are same user service, to guarantee that answer can be obtained by a customer service in problem to be solved.
Detailed description of the invention
In order to more clearly explain the embodiment of the invention or the technical proposal in the existing technology, to embodiment or will show below
There is attached drawing needed in technical description to be briefly described, it should be apparent that, the accompanying drawings in the following description is the present invention
Some embodiments for those of ordinary skill in the art without creative efforts, can also basis
These attached drawings obtain other attached drawings.
Fig. 1 is the flow chart of instant messaging customer service method provided by one embodiment of the present invention；
Fig. 2 is the flow chart for the instant messaging customer service method that another embodiment of the present invention provides；
Fig. 3 is the structure chart at creation service the public interface provided in an embodiment of the present invention；
Fig. 4 is the structure chart at another creation service the public interface provided in an embodiment of the present invention；
Fig. 5 is the structure chart at service number related content provided by one embodiment of the present invention interface；
Fig. 6 is the structural schematic diagram of instant messaging client server provided by one embodiment of the present invention；
Fig. 7 is the structural schematic diagram of the server for the instant messaging customer service that another embodiment of the present invention provides；
Fig. 8 is the structural schematic diagram of instant messaging customer service system provided by one embodiment of the present invention；
Specific embodiment
In order to make the object, technical scheme and advantages of the embodiment of the invention clearer, below in conjunction with the embodiment of the present invention
In attached drawing, technical scheme in the embodiment of the invention is clearly and completely described, it is clear that described embodiment is
A part of the embodiment of the present invention, instead of all the embodiments, based on the embodiments of the present invention, those of ordinary skill in the art
Every other embodiment obtained without making creative work, shall fall within the protection scope of the present invention.
As shown in Figure 1, the embodiment of the invention provides a kind of instant messaging customer service method, this method may include with
Lower step:
Step 101: receiving the service request that the first client is sent, service request indicates problem to be solved；
Step 102: service request is distributed at least two second clients；
Step 103: after receiving the response instruction that second client at least two second clients is sent,
Response is instructed to other second clients distributed and be sent in the first client and at least two second clients, response
Instruction indicates the corresponding answer of problem to be solved.
Wherein, the first client generally refers to propose client used in the client of problem to be solved；Second client
Generally refer to client used in the contact staff solved the problems, such as；The first client and the second client can be same client
Two different states at end, for example different interfaces is distributed according to user login information, if user login information is survey respondent
Member, then provide a kind of interface for it, if providing another boundary if user login information is attendant for the attendant
Face.
In the method that Fig. 1 is provided, the service request sent by receiving the first client, service request indicates to be solved
Problem；Service request is distributed at least two second clients；Receiving one at least two second clients
After the response instruction that two clients are sent, response is instructed and distributes and is sent to the first client and at least two second clients
Other second clients in end, response instruction indicate the corresponding answer of problem to be solved.I.e. a service request can be issued more
Second client used in a attendant, attendant can answer to be solved the asking of user's proposition according to the ability of oneself
Topic, realizing multiple Customer Service peoples is same user service, to guarantee that problem to be solved passes through a customer service
It is answered.Furthermore it is possible to be sent to service request used in all attendants with different knowledge background simultaneously
Second client gives full play to respective advantage, asks so that all attendants with different knowledge background face client jointly
Topic does not need transfer other departments or personnel, accomplishes that a service request solves all problems, improves integrity service ability.Together
When, client is available in time, accurate, comprehensive to be replied, while client is independent of one another, does not interfere with each other mutually, possesses the service of exclusively enjoying
Feeling, be conducive to increase customer satisfaction degree.
Either the first client or the second client can may be to be installed on movement eventually for browser application end
App application on end, and can be the client etc. being installed on PC.
In an alternative embodiment of the invention, above-mentioned instant messaging customer service method further comprises: for each second
The corresponding registered users of client distribute corresponding access right.Such as the roles such as setting supervisor, administrator, customer service, client,
Wherein, supervisor possesses editor, deletion, setting administrator, setting contact staff, sends the permissions such as notice bulletin, reply problem.Pipe
Reason person possesses setting contact staff, sends the permissions such as notice bulletin, reply problem.Customer service possesses the permission of reply problem.Supervisor,
Administrator, customer service form compound role attendant, the attendant in this programme refer to supervisor, administrator, customer service general designation.
In an alternative embodiment of the invention, it after service request to be distributed to at least two second clients, will answer
It answers instruction to be sent to before the first client and other second clients, further comprises: receiving second client pair
The response of service request triggers, and response triggers the signature identification for being packaged with the first client；According to the first of response triggering encapsulation
The signature identification of client determines the first client.Above-mentioned response triggering, which can click the service received for attendant, asks
It asks or right click service request selects answer etc..
In still another embodiment of the process, above-mentioned instant messaging customer service method further comprises: building service the public
Number, service the public number indicates service content；And for service the public number distribute corresponding service number ID, service name, service type,
Service goal, the access rights of the corresponding registered users of the second client, the corresponding registered users of the first client make
It is identified with permission and icon；Service request further indicates destination service ID；Service request is then distributed at least two
The specific embodiment of second client includes: at least two distributed to service request with destination service ID access right
A second client.The service number of building includes two types: (1) public platform, and the public provides service towards the society, anyone is
Public platform can be paid close attention to, information is obtained by public platform and is helped.(2) internal number, clothes are provided towards unit organization internal staff
Business, the talent of only target unit organization internal can see that, pay close attention to internal number, obtains information by internal number and helps.Structure
The function that the service number built may include is as follows: (1) creating service number (2) editing service number (3) and delete service number (4) setting management
Member (5) setting contact staff (6) shows that concern service number (10) is cancelled in service number (7) search service number (8) concern service number (9)
Asked questions (11) reply problem (12) attendant communicate with each other (13) send notice bulletin (14) handoff services number.For example,
Supervisor is responsible for administration interface editing service number in service number.When editing service, what can be modified will be known as: icon, is retouched at title
It states, type, service goal tissue etc..For another example, administrator is arranged in service number supervisor's administration interface in supervisor, can be using from i.e.
When the address list that communicates in choose the mode that personnel are added administrator be set.As example is realized, on the right side of setting administrator interfaces
Side shows address list, and left side shows selected administrator；Click the personnel selection administrator in the address list of right side；Click left side
Selected administrator cancels selection.
In an alternative embodiment of the invention, above-mentioned instant messaging customer service method can further comprise: receive at least two
The discussion instruction that second client in a second client is sent discusses that instruction instruction is directed to the discussion of problem to be solved
Scheme；It will discuss that other second clients at least two second clients are distributed in instruction；Instruction pair is discussed receiving
After the discussion response answered, response instruction is sent at least two second clients, discusses that response instruction discusses that instruction is corresponding
It answers.So that can communicate with each other between attendant, abundant shared information.The real-time of instant messaging is made full use of, is improved
The efficiency of communication.
By taking the application scenarios based on service the public number as an example, the enquirement of user is received, answer user puts question to and passes through employee
For inside discusses further answer unsolved problem, expansion illustrates instant messaging customer service method, as shown in Fig. 2, should be i.e.
When communication customer service method include:
Step 201: building service the public number, service the public number indicate service content；
The building service the public number can operate the second client by the attendant with permission and realize, the second client
The interface of the building service the public number of display can be as shown in Figure 3 and Figure 4.It can be seen from the figure that attendant passes through operation circle
The key in face or pass through section fill message and trigger key can be realized the second user end to server send building service
The request of public platform, while for example external type of the corresponding service content of service the public number is determined according to attendant's fill message
Or internal type etc..
Step 202: distributing corresponding service related information for service the public number；
The service related information can be service number ID, service name, service type, service goal, second client
The access right of corresponding registered users, the access right of the corresponding registered users of the first client and icon mark；
It is related that the step can also operate the corresponding service of service the public number that the server in the second client provides by attendant
Information interface realizes that server distributes corresponding service correlation as service the public number to send the service related information to server
Information.The service related information interface can be as shown in Figure 5.
Step 203: for each corresponding registered users of the second client and the corresponding registered use of the first client
Corresponding service the public access right is distributed at family；
Second client and the first client can be identical client, for no other reason than that the difference of access right makes
Its interface showed for user difference.The attendant can be made of the staff of different departments, to be able to solve not
Same problem.For example, being supervisor, administrator's distribution in service number main interface, the permission of notice bulletin is sent to all personnel.Again
For example it is all distributed for supervisor, administrator, customer service and all clients and sees the power of notice bulletin content at respective service number interface
Limit etc..
Step 204: receiving the service request that the first client is sent, service request indicates problem and destination service to be solved
Number ID；
Step 205: service request is distributed at least two second clients with destination service ID access right；
It is to be appreciated that this, which distributes at least two second clients with destination service ID access right, realizes
Problem to be solved is shown to multiple attendants.
Step 206: receiving second client and the response of service request is triggered, response triggering is packaged with the first client
The signature identification at end；
Response triggering can encapsulate the signature identification of the first client to click problem content etc., with based on this
The signature identification of one client is subsequent to send response to first client, without being seen by other clients.
Step 207: according to the signature identification of the first client of response triggering encapsulation, determining the first client；
Step 208: after receiving the response instruction that second client at least two second clients is sent,
Response is instructed to other second clients distributed and be sent in the first client and at least two second clients, response
Instruction indicates the corresponding answer of problem to be solved；
Realize that all attendants and corresponding client into public platform send response by the step, so that service people
Member can the timely learning client the problem of solve how, if need to participate in.
Step 209: receiving the discussion instruction that second client at least two second clients is sent, discussion refers to
Instruction is enabled to be directed to the discussion scheme of problem to be solved；
The process can not be answered primarily directed to single attendant or there is no ready-made for the problem to be solved
Counte-rplan, it needs each department attendant to discuss and obtains a result, then realized by step 209 to step 211.Service people
Member sends problem to be solved and relevant query, process client towards other attendants and can't participate in, with can be timely
Discuss out that result solves the problems, such as client.
It is worth noting that can communicate with each other between attendant's (supervisor, administrator and customer service), preferably to take
Be engaged in client.The content that attendant's (supervisor, administrator and customer service) issues, all attendants' (supervisor, administrator and customer service)
It can be seen that, reply.The means of communication are including but not limited to the following contents: text, expression, picture, attachment, voice, video
Call etc..Client is it cannot be seen that the content linked up between attendant's (supervisor, administrator and customer service).
Step 210: will discuss that other second clients at least two second clients are distributed in instruction；
Step 211: after receiving discussion and instructing corresponding discussion response, response instruction being sent at least two second
Client discusses that response instruction discusses and instructs corresponding answer.
As shown in fig. 6, the embodiment of the present invention provides the server of instant messaging customer service, the instant messaging customer service
Server include: interactive unit 601 and allocation unit 602, wherein
The interactive unit 601, for receiving the service request of the first client transmission, the service request is indicated wait solve
Certainly problem；The response instruction that second client at least two second client is sent is received, by the response
Instruct other second clients being sent in first client and at least two second client, the response
Instruction indicates the corresponding answer of the problem to be solved；
The allocation unit 602, the service request for receiving interactive unit 601 distribute at least two second visitors
Family end；After interactive unit 601 receives the response instruction of the transmission of second client at least two second clients,
Other second clients in the first client and at least two second clients are distributed into response instruction.
In an alternative embodiment of the invention, allocation unit 602, be further used for for each the second client it is corresponding
It registers user and distributes corresponding access right.
In an alternative embodiment of the invention, as shown in fig. 7, the server of instant messaging customer service further comprises: place
Manage unit 701, wherein
Interactive unit 601 is further used for the response triggering for receiving second client to the service request, response
Triggering is packaged with the signature identification of the first client；
Processing unit 701, the feature of the first client of the response triggering encapsulation for being received according to interactive unit 601
Mark, determines the first client.
In an alternative embodiment of the invention, the server of instant messaging customer service further comprises: construction unit is (in figure
It is not shown), wherein
Construction unit, for constructing service the public number, service the public number indicates service content；And it is distributed for service the public number
Corresponding service number ID, service name, service type, service goal, the right to use of the corresponding registered users of the second client
Limit, the access right of the corresponding registered users of the first client and icon mark；
Service request further indicates destination service ID；
Allocation unit is further used for distributing to service request at least two with destination service ID access right
Second client.
In an alternative embodiment of the invention, interactive unit 601 are further used for receiving at least two second clients
The discussion instruction that one the second client is sent discusses that instruction instruction is directed to the discussion scheme of problem to be solved；It is begged for receiving
After instructing corresponding discussion response, response instruction is sent at least two second clients, discusses that response instruction discusses and refers to
Enable corresponding answer；
Allocation unit 602, be further used for discussing instruction distribute at least two second clients other second
Client.
The embodiment of the present invention provides a kind of the first client of instant messaging customer service, the instant messaging customer service first
Client includes:
Interactive unit (not shown) for receiving the service request of the first user input, and sends service request, takes
Business request indicates problem to be solved, and receives response instruction, and response instruction indicates the corresponding answer of problem to be solved.
The embodiment of the present invention provides a kind of the second client of instant messaging customer service, the instant messaging customer service second
Client includes:
Interactive unit, for receiving service request, service request indicates problem to be solved, receives the needle of second user input
Answer to problem to be solved, and answer is encapsulated as response instruction, and send response instruction.
As shown in figure 8, the embodiment of the present invention provides a kind of instant messaging customer service system, the instant messaging customer service
System includes: any of the above-described instant messaging client server 801, at least one above-mentioned instant messaging customer service first
Client 802 and at least two above-mentioned the second clients of instant messaging customer service 803.
The contents such as the information exchange between each unit, implementation procedure in above-mentioned apparatus, due to implementing with the method for the present invention
Example is based on same design, and for details, please refer to the description in the embodiment of the method for the present invention, and details are not described herein again.
The embodiment of the invention provides a kind of readable mediums, including execute instruction, when the processor of storage control executes
Described when executing instruction, the storage control executes the method that any of the above-described embodiment of the present invention provides.
The embodiment of the invention provides a kind of storage controls, comprising: processor, memory and bus；The memory
It is executed instruction for storing, the processor is connect with the memory by the bus, when the storage control is run
When, the processor executes the described of memory storage and executes instruction, so that the storage control executes in the present invention
The method that any embodiment offer is provided.
In conclusion more than the present invention each embodiment at least has the following beneficial effects:
1, the service request in embodiments of the present invention, sent by receiving the first client, service request are indicated wait solve
Certainly problem；Service request is distributed at least two second clients；Receiving one at least two second clients
After the response instruction that second client is sent, response is instructed and distributes and be sent to the first client and at least two second visitors
Other second clients in the end of family, response instruction indicate the corresponding answer of the problem to be solved, and the method achieve multiple
Customer Service people is same user service, to guarantee that answer can be obtained by a customer service in problem to be solved, is improved
Comprehensive service capability.
2, service request in embodiments of the present invention, is distributed at least two second clients by above-mentioned, can be incited somebody to action
Service request is sent to the second client used in all attendants with different knowledge background simultaneously, so that having not
All attendants with knowledge background face client jointly, give full play to respective advantage, and problem does not need other departments that transfer
Or personnel, accomplish that a service request solves all problems, improves integrity service ability.Meanwhile client it is available in time,
Accurately, it comprehensively replies, while client is independent of one another, does not interfere with each other mutually, possess the feeling for the service of exclusively enjoying, be conducive to improve client
Satisfaction.
It should be noted that, in this document, such as first and second etc relational terms are used merely to an entity
Or operation is distinguished with another entity or operation, is existed without necessarily requiring or implying between these entities or operation
Any actual relationship or order.Moreover, the terms "include", "comprise" or its any other variant be intended to it is non-
It is exclusive to include, so that the process, method, article or equipment for including a series of elements not only includes those elements,
It but also including other elements that are not explicitly listed, or further include solid by this process, method, article or equipment
Some elements.In the absence of more restrictions, the element limited by sentence " including one ", is not arranged
Except there is also other identical factors in the process, method, article or apparatus that includes the element.
Those of ordinary skill in the art will appreciate that: realize that all or part of the steps of above method embodiment can pass through
The relevant hardware of program instruction is completed, and program above-mentioned can store in computer-readable storage medium, the program
When being executed, step including the steps of the foregoing method embodiments is executed；And storage medium above-mentioned includes: ROM, RAM, magnetic disk or light
In the various media that can store program code such as disk.
Finally, it should be noted that the foregoing is merely presently preferred embodiments of the present invention, it is merely to illustrate skill of the invention
Art scheme, is not intended to limit the scope of the present invention.Any modification for being made all within the spirits and principles of the present invention,
Equivalent replacement, improvement etc., are included within the scope of protection of the present invention.
Claims (10)
1. instant messaging customer service method characterized by comprising
The service request of the first client transmission is received, the service request indicates problem to be solved；
The service request is distributed at least two second clients；
After receiving the response instruction that second client at least two second client is sent, answered by described in
Other second clients that instruction is distributed and is sent in first client and at least two second client are answered,
The response instruction indicates the corresponding answer of the problem to be solved.
2. instant messaging customer service method according to claim 1, which is characterized in that further comprise:
Corresponding access right is distributed for the corresponding registered users of the second client described in each.
3. instant messaging customer service method according to claim 1, which is characterized in that described by the service request
After distributing at least two second clients, it is described by the response instruction be sent to first client and other
Before second client, further comprise:
It receives second client to trigger the response of the service request, the response triggering is packaged with described first
The signature identification of client；
According to the signature identification of first client of response triggering encapsulation, first client is determined.
4. instant messaging customer service method according to claim 1, which is characterized in that further comprise:
Service the public number is constructed, the service the public number indicates service content；
And corresponding service number ID, service name, service type, service goal, described second are distributed for the service the public number
The access right of the corresponding registered users of client, the access right of the corresponding registered users of first client and
Icon mark；
The service request further indicates destination service ID；
It is described that the service request is distributed at least two second clients, comprising:
The service request is distributed at least two second clients with the destination service ID access right.
5. instant messaging customer service method according to any one of claims 1 to 4, which is characterized in that further comprise:
The discussion instruction that second client at least two second client is sent is received, the discussion refers to
Show the discussion scheme for the problem to be solved；
By described other second clients that instruction is discussed and is distributed at least two second client；
After receiving the discussion and instructing corresponding discussion response, response instruction is sent to described at least two second
Client, the discussion response indicate that the discussion instructs corresponding answer.
6. the server of instant messaging customer service characterized by comprising interactive unit and allocation unit, wherein
The interactive unit, for receiving the service request of the first client transmission, the service request indicates problem to be solved；
The response instruction that second client at least two second client is sent is received, the response is instructed and is sent
To other second clients in first client and at least two second client, the response instruction instruction
The corresponding answer of the problem to be solved；
The allocation unit, the service request for receiving the interactive unit distribute at least two second clients
End；The response instruction of the transmission of second client at least two second client is received in the interactive unit
Afterwards, response instruction is distributed to other second visitors in first client and at least two second client
Family end.
7. the server of instant messaging customer service according to claim 6, which is characterized in that
The allocation unit is further used for making for the corresponding registered users distribution of the second client described in each is corresponding
Use permission；
And/or
The server of the instant messaging customer service further comprises: processing unit, wherein
The interactive unit is further used for the response triggering for receiving second client to the service request, institute
State the signature identification that response triggering is packaged with first client；
The processing unit, the spy of first client of the response triggering encapsulation for being received according to the interactive unit
Sign mark, determines first client；
And/or
The server of the instant messaging customer service further comprises: construction unit, wherein
The construction unit, for constructing service the public number, the service the public number indicates service content；And it is public for the service
Many numbers corresponding service number ID of distribution, service name, service type, service goal, second clients are corresponding registered
The access right of user, the access right of the corresponding registered users of first client and icon mark；
The service request further indicates destination service ID；
The allocation unit is further used for distributing to the service request with the destination service ID access right
At least two second clients；
And/or
The interactive unit is further used for receiving what second client at least two second client was sent
Instruction, the discussion scheme that instruction instruction is discussed and is directed to the problem to be solved are discussed；Receiving the discussion instruction pair
After the discussion response answered, response instruction is sent at least two second client, the discussion response indicates institute
It states discussion and instructs corresponding answer；
The allocation unit is further used for discussing that other at least two second client are distributed in instruction for described
Second client.
8. a kind of the first client of instant messaging customer service characterized by comprising
Interactive unit for receiving the service request of the first user input, and sends the service request, and the service request refers to
Show problem to be solved, and receive response instruction, the response instruction indicates the corresponding answer of the problem to be solved.
9. a kind of the second client of instant messaging customer service characterized by comprising
Interactive unit, for receiving service request, the service request indicates problem to be solved, receives the needle of second user input
Answer to the problem to be solved, and the answer is encapsulated as response instruction, and send the response instruction.
10. a kind of instant messaging customer service system characterized by comprising server described in claim 6 or 7, at least
One the first client of instant messaging customer service according to any one of claims 8 and at least two it is as claimed in claim 9 immediately
Communicate the second client of customer service.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201910618912.8A CN110310049A (en) | 2019-07-10 | 2019-07-10 | Customer service method, server, client and the system of instant messaging |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201910618912.8A CN110310049A (en) | 2019-07-10 | 2019-07-10 | Customer service method, server, client and the system of instant messaging |
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| CN110310049A true CN110310049A (en) | 2019-10-08 |
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| CN201910618912.8A Pending CN110310049A (en) | 2019-07-10 | 2019-07-10 | Customer service method, server, client and the system of instant messaging |
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