CN113890944A - Call method, system and device - Google Patents

Call method, system and device Download PDF

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Publication number
CN113890944A
CN113890944A CN202010638244.8A CN202010638244A CN113890944A CN 113890944 A CN113890944 A CN 113890944A CN 202010638244 A CN202010638244 A CN 202010638244A CN 113890944 A CN113890944 A CN 113890944A
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China
Prior art keywords
information
reservation
user
merchant
rcs
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Granted
Application number
CN202010638244.8A
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Chinese (zh)
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CN113890944B (en
Inventor
宁志刚
胡文辉
郑敏
吴华挚
孙立军
谭俊
江继针
林德煜
肖聪
梁祯夏
阮晓军
陈东恺
江旭
刘哲
潘一佩
陈锦坤
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
China Mobile Communications Group Co Ltd
China Mobile Internet Co Ltd
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China Mobile Communications Group Co Ltd
China Mobile Internet Co Ltd
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Application filed by China Mobile Communications Group Co Ltd, China Mobile Internet Co Ltd filed Critical China Mobile Communications Group Co Ltd
Priority to CN202010638244.8A priority Critical patent/CN113890944B/en
Publication of CN113890944A publication Critical patent/CN113890944A/en
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Publication of CN113890944B publication Critical patent/CN113890944B/en
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0241—Advertisements
    • G06Q30/0251—Targeted advertisements
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0241—Advertisements
    • G06Q30/0251—Targeted advertisements
    • G06Q30/0264—Targeted advertisements based upon schedule
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0241—Advertisements
    • G06Q30/0251—Targeted advertisements
    • G06Q30/0267—Wireless devices
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42136—Administration or customisation of services
    • H04M3/42153—Administration or customisation of services by subscriber
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
    • Y02D—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN INFORMATION AND COMMUNICATION TECHNOLOGIES [ICT], I.E. INFORMATION AND COMMUNICATION TECHNOLOGIES AIMING AT THE REDUCTION OF THEIR OWN ENERGY USE
    • Y02D30/00—Reducing energy consumption in communication networks
    • Y02D30/70—Reducing energy consumption in communication networks in wireless communication networks

Abstract

The application discloses a conversation method, a system and a device, wherein the conversation method is applied to a service platform, the service platform is used for providing conversation services for different merchants, and the conversation services are in butt joint with a rich media RCS message system, and the conversation method specifically comprises the following steps: receiving reservation information sent by a user through an RCS information system, wherein the reservation information is RCS information and comprises a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user in the reservation time period; the reservation information is sent to the commercial tenant through the RCS information system; and establishing a call channel based on the reservation information so that the merchant and the user can make a call based on the call channel. In addition, the time period is reserved by the user, so that the user can flexibly select the time period in which the merchant can carry out telemarketing according to the actual situation, and the user experience is improved.

Description

Call method, system and device
Technical Field
The present application relates to the field of communications, and in particular, to a method, a system, and an apparatus for call.
Background
Currently, in order to attract more users to purchase their own products or services, a merchant may generally call the users by means of telemarketing, and ask the users whether they wish to purchase the products or services by telephone, so as to market their own products or services to the users.
However, in practical applications, most users may not need the product or service, and in such a case, the action of the merchant making a call to the user will disturb the normal life of the user, and bring a bad experience to the user.
Disclosure of Invention
The embodiment of the application provides a communication method, a communication system and a communication device, which are used for solving the problems that when a merchant pushes products or services to a user in an active call making mode, the merchant can disturb the user to a great extent and brings bad experience to the user.
In order to solve the above technical problem, the embodiment of the present application is implemented as follows:
in a first aspect, a call method is provided, which is applied to a service platform, where the service platform is configured to provide call services for different merchants, and the call services are docked with a rich media RCS message system, where the call method includes:
receiving reservation information sent by a user through the RCS information system, wherein the reservation information is RCS information and comprises a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user in the reservation time period;
sending the reservation information to the merchant through the RCS information system;
and establishing a communication channel based on the reservation information so that the merchant and the user can communicate based on the communication channel.
In a second aspect, a call system is provided, which includes an RCS information system, a service platform, and a business Chatbot application, where the service platform is configured to provide call services for different businesses, and the call services are docked with the RCS information system, where:
the RCS information system receives reservation information of a user; sending the reservation information to the service platform based on RCS information service, wherein the reservation information is RCS information and comprises a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user in the reservation time period;
the service platform receives the reservation information; sending the reservation information to the Chatbot application so that the merchant can receive the reservation information;
and the service platform establishes a communication channel based on the reservation information so that the merchant and the user can communicate based on the communication channel.
In a third aspect, a call device is provided, which is applied to a service platform, where the service platform is configured to provide call services for different merchants, and the call services are docked with a rich media RCS message system, and the call device includes:
the receiving module is used for receiving reservation information sent by a user through the RCS information system, wherein the reservation information is RCS information and comprises a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user in the reservation time period;
the sending module is used for sending the reservation information to the merchant through the RCS information system;
and the establishing module is used for establishing a communication channel based on the reservation information so as to facilitate the communication between the merchant and the user based on the communication channel.
In a fourth aspect, an electronic device is provided, which is applied to a service platform, where the service platform is configured to provide a call service for different merchants, and the call service is interfaced with a rich media RCS message system, and the electronic device includes:
a processor; and
a memory arranged to store computer executable instructions that, when executed, cause the processor to:
receiving reservation information sent by a user through the RCS information system, wherein the reservation information is RCS information and comprises a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user in the reservation time period;
sending the reservation information to the merchant through the RCS information system;
and establishing a communication channel based on the reservation information so that the merchant and the user can communicate based on the communication channel.
In a fifth aspect, a computer-readable storage medium is provided for use in a service platform for providing a telephony service for different merchants, the telephony service interfacing with a rich media RCS messaging system, the computer-readable storage medium storing one or more programs that, when executed by an electronic device comprising a plurality of applications, cause the electronic device to perform the method of:
receiving reservation information sent by a user through the RCS information system, wherein the reservation information is RCS information and comprises a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user in the reservation time period;
sending the reservation information to the merchant through the RCS information system;
and establishing a communication channel based on the reservation information so that the merchant and the user can communicate based on the communication channel.
The embodiment of the application adopts at least one technical scheme which can achieve the following beneficial effects:
according to the technical scheme provided by the embodiment of the application, a user can reserve a mode of sending reservation information to the service platform through the RCS information system, a merchant can be promoted to the user in which time period in advance, after the service platform receives the reservation information of the user, the reservation information can be sent to the merchant through the RCS information system, and a communication channel is established based on the reservation information of the user, so that the merchant and the user can communicate based on the communication channel. In addition, the time period is reserved by the user, so that the time period in which the merchant can call the user can be flexibly selected according to the actual situation of the user, and the user experience is improved.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, it is obvious that the drawings in the following description are only some embodiments described in the present application, and for those skilled in the art, other drawings can be obtained according to the drawings without any creative effort.
FIG. 1 is a flow diagram of a call method according to an embodiment of the present application;
FIG. 2 is a schematic view of a call method according to an embodiment of the present application;
FIG. 3 is a flow diagram of a call method according to an embodiment of the present application;
FIG. 4 is a schematic block diagram of a telephony system according to an embodiment of the present application;
FIG. 5 is a schematic structural diagram of an electronic device according to an embodiment of the present application;
fig. 6 is a schematic structural diagram of a calling device according to an embodiment of the present application.
Detailed Description
In order to make those skilled in the art better understand the technical solutions in the present application, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
In order to solve the technical problem, a service platform is introduced on the basis of a user and a merchant, the service platform can provide call services for different merchants, the call services can be connected with an RCS information system in an abutting mode, on the basis, the user can reserve a mode of sending reservation information to the service platform through a Rich media (RCS) information system, the time period in which the merchant can carry out telephone sales to the user is reserved in advance, after the service platform receives the reservation information of the user, the reservation information can be sent to the merchant through the RCS information system, and a call channel is established based on the reservation information of the user, so that the merchant and the user can carry out call based on the call channel.
In addition, the time period is reserved by the user, so that the time period in which the merchant can call the user can be flexibly selected according to the actual situation of the user, and the user experience is improved.
The RCS information system can be understood as an information system established on the basis that the existing basic information system supports the short and multimedia message service docking function, and can realize an immersive novel call function based on RCS information interaction, and the RCS information system can support and comply with global system for Mobile communications Association (GSMA) international standards.
It should be noted that the service Platform may be understood as a call Platform provided by an operator for telephone communication between a merchant and a user, may be independently deployed in a core network of a communication network, may also be deployed in a public network in an independent service manner, and may also be integrated inside an information delivery Platform (MaaP, Messaging as a Platform) or a short message gateway, where the MaaP Platform may be understood as a basic Platform for delivering RCS information, and the short message gateway may be understood as a connector between a short message Platform (for sending and receiving short messages) and various systems and software. The service platform can also comprise a call component for call, so that the service platform can establish a call channel based on the call component and the reservation information.
In the embodiment of the application, the service platform can establish the communication channel according to the reservation information, and a merchant does not need to establish or purchase other outbound equipment, so that the investment cost can be reduced.
The technical solutions provided by the embodiments of the present application are described in detail below with reference to the accompanying drawings.
Fig. 1 is a flowchart illustrating a call method according to an embodiment of the present application, where an execution subject of the embodiment may be the service platform described above, and specifically may include the following steps.
S102: receiving reservation information sent by a user through an RCS information system, wherein the reservation information is RCS information and comprises a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user in the reservation time period.
In S102, when the user has a need for a product or a service of the merchant, the user may send reservation information to the service platform through the RCS information system according to a time arrangement of the user, and the service platform may receive the reservation information sent by the user, where the reservation information may be the RCS information, and the reservation information may include a reservation time period, and the reservation time period is a time period in which the user allows the merchant to communicate with the user.
Optionally, the reservation information may further include a contact address of the user (a contact address such as a phone number or a mailbox), a name of the user, a product or a service that the user wants to communicate with, and the like, so that a subsequent merchant may contact the user based on the contact address of the user.
Optionally, the contact information of the user may include a virtual phone number of the user, where the virtual phone number may be a phone number that hides a phone tail number, or a virtual phone number that can be effectively dialed in a reserved time period, and the like, and is not limited herein. In addition, the virtual telephone number of the user can be displayed to the merchant, so that the merchant can conveniently record different users according to different virtual numbers.
Optionally, after receiving the contact information and the name of the user, the service platform may further store the information locally in the service platform, so that when the subsequent user sends the reservation information again, the service platform may not need to input the same contact information and name again, thereby reducing the operation complexity of the user.
In this embodiment, when the user sends the reservation information to the service platform, the reservation information may be sent in various ways. For example, the user may send the reservation information by sending RCS information to the service platform, send the reservation information by sending a short message, or send the reservation information by dialing a manual service call of the service platform, etc., which are not illustrated herein.
The RCS information may be understood as multimedia (two-dimensional, three-dimensional animation, video, and audio) information, and may specifically include HTML, javascript, Interstitial window, Microsoft Netshow, RealVideo, RealAudio, Flash, and the like, and the user sends the reservation information by sending the RCS information, which may facilitate the user to send detailed reservation information.
In addition, in order to facilitate the user to send the reservation information, the service platform can push the reservation interface to the user in advance, so that the user can send the reservation information based on the reservation interface. The reservation interface may include a time period for reservation of the call and information such as product information or service provided by the merchant.
After the service platform pushes the reservation interface to the user, the user can select a time period which is convenient for communication according to actual conditions of the user and serves as the reservation time period, product information or service which the user wants to communicate is selected according to actual requirements of the user, then the user can send reservation information to the service platform based on a selection result of the user, and the service platform can receive reservation information sent by the user based on the reservation interface.
Optionally, in order to facilitate the service platform to push the reservation interface to the user, the merchant may register a robot chat (Chatbot) application in advance, set the reservation interface in a user-defined manner, and send the reservation interface to the service platform based on the Chatbot application, and the service platform may push the reservation interface to the user after receiving the reservation interface. The business can register the Chatbot application on a MaaP (Messaging as a Platform) Platform when registering the Chatbot application, and the service Platform can push the Chatbot application to a plurality of users when pushing the reservation interface, so that the plurality of users can send reservation information to the service Platform based on the reservation interface.
It should be noted that, when the service platform pushes the reservation interface to the user, the following situations may occur: in order to improve the user experience, the embodiment may allow the user to actively search for merchants, products, or services, etc. that are interested in, and make a reservation based on the search result.
Specifically, the service platform may provide a search entry for the user, the user may input a keyword of a merchant or a keyword of a product or service provided by the merchant in the search entry, the service platform may display a search result based on the input keyword, and the user may send request information to the service platform based on the search result to request the service platform to push a corresponding reservation interface to the user, so that the user may conveniently reserve a product or service in which the user is interested.
For example, the service platform may provide a function option of "search for other merchants" in a reservation interface pushed by the user, the user may perform a click operation on the function option, after receiving the click operation, the service platform may present a search entry to the user, the user may input a keyword "merchant 1" in the search entry, the service platform may send one or more merchant information including the keyword "merchant 1" to the user based on the keyword input by the user, the user may perform a click operation on merchant information of interest, and the service platform may push the reservation interface of the merchant information to the user based on the click operation.
Optionally, after the service platform receives the reservation information sent by the user based on the RCS information system, the service platform may parse the reservation information, and specifically, may determine target information included in the reservation information, for example, information such as a reservation time period, in a manner of translating a text, a picture, a voice message, and the like, so that the information may be sent to the merchant through the RCS information system in the following.
Optionally, after receiving the reservation information sent by the user, the service platform may further feed back a reservation result to the user, so that the user confirms the reservation result. The reservation result may include the call information of the merchant and the reservation time period, and the call information of the merchant may include the phone number of the merchant, the name of the merchant contact, the address of the merchant, and the like.
The service platform can be realized in various ways when feeding back the reservation result to the user. For example, the service platform may push an interface of successful reservation to the user, where the interface may include a reservation result, or the service platform may send a short message of successful reservation to the user, where the short message content may include a reservation result, where the short message content may include text information or RCS information, or the service platform may send a mail of successful reservation to a mailbox of the user, and the mail content may include a reservation result, and so on, which are not illustrated one by one here.
In order to facilitate understanding of the above-mentioned scheme that the user sends the reservation information to the service platform based on the reservation interface, and the service platform feeds back the reservation result to the user after receiving the reservation information, refer to fig. 2, where fig. 2 is a scene diagram of a call method according to an embodiment of the present application.
In fig. 2, the service platform may push a reservation interface corresponding to the merchant 1 to the user, where the reservation interface may include product information or service provided by the merchant 1 and a time period for a reserved call, the time period for the reserved call may be divided into an operating time period (corresponding to the operating time telephone consultation shown in fig. 1) and a non-operating time period (corresponding to the non-operating time telephone consultation shown in fig. 1), the user may select one of the time periods according to a requirement of the user, and send a contact manner, a name, a product screenshot that the user wants to know, and the time period selected by the user to the service platform, and the non-operating time period selected by the user is taken as an example in fig. 1. After receiving the reservation information of the user, the service platform may send "information accepted" to the user to inform the user that the reservation is successful, and may also send "please pay attention to the incoming call 95511 indirectly from 18 o 'clock to 20 o' clock" to remind the user to confirm the reservation result.
Optionally, the service platform may further provide a function of allowing the user to cancel the reservation and modify the reservation information in the reservation result fed back to the user, for example, if the reservation result is displayed to the user in the form of an interface, the reservation result may include an option to cancel the reservation and an option to modify the reservation information, and the user may click the option to cancel the reservation and may also click an option to modify the reservation information, where the modification of the reservation information may be a modification of a reservation time period or a modification of a contact manner of the user.
It should be understood that the above-mentioned function of allowing the user to cancel the reservation and modify the reservation information may also be provided to the user not by the reservation result, but by other means, for example, after the user makes a reservation successfully, an interface for canceling the reservation and modifying the reservation information may also be pushed to the user separately, and the interface may include an option for canceling the reservation and an option for modifying the reservation information, so that the user can cancel the reservation or modify the reservation information with a successful reservation.
After the user modifies the reservation information, the service platform may receive the modified reservation information and send the modified reservation information to the merchant.
S104: and sending the reservation information to the merchant through the RCS information system.
In S104, after receiving the reservation information, the service platform may send the reservation information to the merchant through the RCS information system, so that the merchant may know in which time period the user may be telemarketed, thereby avoiding interfering with the user and bringing inconvenience to the user.
Specifically, the reservation information can be sent to the merchant Chatbot application through the RCS information system so that the merchant can receive the reservation information.
S106: and establishing a communication channel based on the reservation information so that the merchant and the user can communicate based on the communication channel.
It should be noted that, in order to facilitate the service platform to establish the call channel based on the reservation information, in this embodiment, a call interface may be added to the original interfaces for receiving and sending short message, multimedia message and RCS message, so as to establish the call channel between the user and the merchant based on the call interface.
When the service platform establishes a call channel based on the reservation information of the user, the service platform can be realized at least in the following two ways:
in a first implementation manner, a merchant may actively initiate a call request to a service platform, and when receiving the call request of the merchant, the service platform may determine whether the initiation time of the call request is within a reservation time period of a user, and if so, may establish a call channel based on the call request. Therefore, the service platform can verify the initiation time of the communication request initiated by the merchant and establish the communication channel when the initiation time is verified to be within the time period reserved by the user, so that the problem that the merchant dials the phone of the user outside the reserved time period to disturb the user can be avoided.
In a second implementation manner, the service platform may actively initiate a call request to the merchant within the reserved time period, and may initiate a call request to the user when the merchant connects the call, that is, when receiving a connection message from the merchant, optionally, while the service platform initiates the call request to the user, the service platform may play a voice prompt for the merchant, such as a voice prompt of "connect user, please wait patiently". When the user connects the call, that is, when receiving the connection message of the user, the service platform may establish a call channel. Therefore, the service platform establishes the communication channel by actively initiating the communication request in the reserved time period reserved by the user, so that the merchant can be ensured to communicate with the user only in the reserved time period of the user, and the user is not disturbed.
In this embodiment, the service platform may select any one of the above manners to establish the communication channel, and optionally, the merchant may also decide which manner to establish the communication channel.
Specifically, in S104, after sending the reservation information to the merchant, the service platform may also send notification information to the merchant to notify the merchant of what manner to select to establish the communication channel with the user. Wherein the notification information may include the following options: the communication channel is established by the way that the merchant initiates the request communication and the communication channel is established by the way that the service platform initiates the request communication, and after the merchant receives the notification information, the merchant can select one way to establish the communication channel according to the actual requirement.
After the merchant selects one of the modes, the merchant may send confirmation information to the service platform, where the confirmation information may include a selection result of the merchant. Therefore, when the service platform establishes the call channel, the call channel can be established based on the reservation information of the user and the selection result of the merchant.
Specifically, if the merchant selects to establish the call channel by initiating a call request by the merchant, the service platform may establish the call channel by the first implementation manner described above, so as to avoid missing a reserved time period for communicating with the user; if the merchant chooses to establish the call channel by initiating the call request through the service platform, the service platform can establish the call channel through the second implementation mode recorded above, so that the merchant can prepare the call content in advance, and actively initiate the request call to the user after the preparation is completed.
Optionally, the merchant may also preset a subsequent way to establish the communication channel, for example, the merchant may establish the communication channel by default in a way of initiating a request for communication by the merchant, or the service platform may establish the communication channel by default in a way of initiating a request for communication by the merchant, so that a problem that the merchant frequently confirms the notification information may be avoided, and thus, the complexity of the operation of the merchant may be reduced.
It should be noted that, in the case that the merchant selects the second manner to establish the communication channel, if the reservation time period included in the reservation information sent by the user is a longer time period range, the merchant may also select a time period in which the communication can be performed in the time range according to the actual situation after sending the confirmation information, and send the selected time period to the service platform, and the service platform may establish the communication channel based on the time period selected by the merchant in the time range reserved by the user.
For example, the reserved time period sent by the user is saturday, after the merchant sends the confirmation information for establishing the call channel by initiating the call request through the service platform to the service platform, the merchant may also select 14 points of saturday to establish the call channel according to the self time arrangement, and send the selected time to the service platform, and the service platform may establish the call channel at 14 points of saturday.
In a special case, the service platform may also establish a communication channel between a merchant and multiple users, and multiple users may communicate with the merchant through the established communication channel at the same time, for example, when the reservation information sent by the user a and the user b is the same (specifically, the reservation time periods are the same and the interested products are the same), the service platform may establish the same communication channel for the merchant and the user a and the user b at the same time. Therefore, on one hand, when the multiple users communicate with the merchant, the users can ask the merchant for questions and listen to the communication contents between the other users and the merchant, so that the users can know the products more comprehensively, on the other hand, the merchant can save customer service staff, and the same product does not need to be repeatedly introduced to the multiple users, so that the communication cost of the merchant can be saved.
For facilitating understanding of the technical solutions provided in the embodiments of the present application, refer to fig. 3. Fig. 3 is a flowchart illustrating a call method according to an embodiment of the present application, which may specifically include the following steps:
s301: and the service platform receives a reservation interface sent by the merchant based on the Chatbot application.
The reservation interface may include a time period for which the call can be reserved and product information or services provided by the merchant.
S302: and the service platform pushes a reservation interface to the user.
S303: and the user sends reservation information to the service platform based on the reservation interface.
When a user has a demand for a product or service of a merchant, the user can send reservation information to a service platform through an RCS information system according to the own time arrangement, wherein the reservation information is RCS information, the reservation information may include a reservation time period, the reservation time period is a time period for allowing the merchant to communicate with the user, the reservation information may further include a contact way (such as a telephone number or a mailbox) of the user, a name of the user, a product or service which the user wants to communicate with, and the like. The user may send the reservation information to the service platform in various manners, for example, sending the reservation information to the service platform in a manner of sending RCS information, sending the reservation information in a manner of sending a short message, or sending the reservation information in a manner of dialing a manual service call of the service platform, and the like.
S304: and after receiving the reservation information, the service platform feeds back a reservation result to the user.
The reservation result may include the communication information of the merchant and the reservation time period, so that the user may confirm the reservation result conveniently.
Specifically, the service platform may push an interface including the reservation result to the user, or the service platform may send a short message including the reservation result to the user, or the service platform may also send a mail including the reservation result to a mailbox of the user, and so on.
S305: and the service platform sends the reservation information to the merchant through the RCS information system.
After receiving the reservation information through the RCS information system, the service platform can send the reservation information to the commercial tenant through the RCS information system, so that the commercial tenant can know the time period in which the telephone sales promotion can be carried out on the user, the interference to the user can be avoided, and inconvenience is brought to the user.
S306: and the service platform sends notification information to the merchant.
Wherein the notification information may include the following options: the communication channel is established by the way that the merchant initiates the request communication and the communication channel is established by the way that the service platform initiates the communication request.
S307: and the merchant sends confirmation information to the service platform, wherein the confirmation information comprises a selection result.
After receiving the notification information, the merchant may select one of the ways to establish the communication channel according to actual requirements, and after the selection is completed, may send confirmation information to the service platform, where the confirmation information may include a selection result of the merchant for the option, so that the service platform may subsequently establish the communication channel based on the reservation information and the selection result.
S308: and the service platform establishes a call channel based on the reservation information and the selection result.
When the service platform establishes a call channel based on the reservation information of the user, the service platform can be realized at least in the following two ways:
in a first implementation manner, a merchant may actively initiate a call request to a service platform, and when receiving the call request of the merchant, the service platform may determine whether the initiation time of the call request is within a reservation time period of a user, and if so, may establish a call channel based on the call request. Therefore, the service platform can verify the initiation time of the communication request initiated by the merchant and establish the communication channel when the initiation time is verified to be within the time period reserved by the user, so that the problem that the merchant dials the phone of the user outside the reserved time period to disturb the user can be avoided.
In a second implementation manner, the service platform may actively initiate a call request to the merchant within a reserved time period, may initiate a call request to the user when the merchant connects the call, that is, when receiving a connection message of the merchant, and may establish a call channel when the user connects the call, that is, when receiving a connection message of the user. Therefore, the service platform establishes the communication channel by actively initiating the communication request in the reserved time period reserved by the user, so that the merchant can be ensured to communicate with the user only in the reserved time period of the user, and the user is not disturbed.
According to the technical scheme provided by the embodiment of the application, a user can reserve a mode of sending reservation information to the service platform through the RCS information system, a merchant can be promoted to the user in which time period in advance, after the service platform receives the reservation information of the user, the reservation information can be sent to the merchant through the RCS information system, and a communication channel is established based on the reservation information of the user, so that the merchant and the user can communicate based on the communication channel. In addition, the time period is reserved by the user, so that the time period in which the merchant can call the user can be flexibly selected according to the actual situation of the user, and the user experience is improved.
The foregoing description of specific embodiments of the present application has been presented. Other embodiments are within the scope of the following claims. In some cases, the actions or steps recited in the claims may be performed in a different order than in the embodiments and still achieve desirable results. In addition, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some embodiments, multitasking and parallel processing may also be possible or may be advantageous.
An embodiment of the present application further provides a call system, where the call system includes an information transfer platform, a service gateway, and a service platform, and specifically refer to fig. 4, where fig. 4 is a schematic structural diagram of the call system according to an embodiment of the present application.
The call system shown in fig. 4 may include an RCS information system 41, a service platform 42 and a business Chatbot application 43, where the service platform 42 is configured to provide call services for different businesses, and the call services interface with the RCS information system 41, where:
the RCS information system 41 receives reservation information of a user; sending the reservation information to the service platform 42 based on the RCS information service, wherein the reservation information is RCS information, the reservation information includes a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user in the reservation time period;
the service platform 42 receives the reservation information; sending the reservation information to the merchant Chatbot application 43, so that the merchant receives the reservation information;
the service platform 42 establishes a communication channel based on the reservation information, so that the merchant and the user can communicate based on the communication channel.
The RCS information system 41 may include an information delivery Platform (MaaP) and an RCS information gateway, where the MaaP may be understood as a basic Platform for delivering RCS information, and the RCS information gateway may be understood as a connector between the MaaP and various systems and software.
The service platform 42 may include a call component and a service gateway, where the call component is used for a call between a merchant and a user based on the service platform, and the service gateway may be understood as a connector used by the service platform 42 to connect with the RCS information system 41.
Optionally, when the service platform 42 establishes the call channel based on the reservation information, the call channel may be established based on the 2/3G \ VoLTE call network, so that the sound quality of the merchant and the user when making a call based on the call channel is better.
It should be noted that, when the service platform 42 establishes the call channel, since the call channel is not established based on Rich media information (RCS) service, but is directly established based on 2/3G \ VoLTE call network, when the service platform 42 establishes the call channel, the electronic device used by the user may be an electronic device supporting RCS information service, or an electronic device not supporting RCS information service (e.g., 2/3G mobile terminal), that is, the electronic device used by the user to send the reservation information to the service platform and the electronic device performing telephone Communication with the merchant may not be the same electronic device.
For example, in order to transmit more detailed subscription information, the electronic device, which the user transmits subscription information to the service platform 42, may support the RCS information service and include the RCS information in the subscription information transmitted by the user to the service platform 42, and in consideration of the remaining power and the telephone charge, the contact information transmitted by the user may be not a phone number of a mobile terminal currently supporting the RCS information service but a phone number of an 2/3G mobile terminal (which may not support the RCS information service), so that the user may flexibly select the mobile terminal as the electronic device for communication with the merchant according to actual situations.
Optionally, the call system may further include a short and multimedia message system, in case that the mobile terminal of the user does not support the RCS information service, the user may send the reservation information to the service platform 42 based on the short and multimedia message system, the short and multimedia message system may include a short and multimedia message gateway, which may be understood as a connector between the short and multimedia message platform (for sending and receiving short and multimedia messages) and various systems and software, specifically, the user may send a short and multimedia message including the reservation information based on the short and multimedia message system using 2/3G mobile terminal, send the short and multimedia message to the short and multimedia message gateway based on the short and multimedia message service, the short and multimedia message gateway may send the short and multimedia message to the short and multimedia message service gateway, the short and multimedia message service gateway may send the short and multimedia message to the short and multimedia message service platform 42 after receiving the short and multimedia message, the service platform 42 may send the short and multimedia message to the Chatbot application 43, and establishing a call channel based on the short multimedia message.
Optionally, the merchant Chatbot application 43 can further include a merchant Chatbot application gateway, where the merchant Chatbot application gateway can be understood as a connector between the merchant Chatbot application 43 and the service platform 42, and the merchant Chatbot application 43 can interact with the service platform 42 based on the merchant Chatbot application gateway.
It should be noted that the service platform 42 provided in the embodiment of the present application may specifically be the service platform in the embodiment shown in fig. 1 and fig. 3, and can implement each process implemented by the service platform in the embodiment shown in fig. 1 and fig. 3.
Fig. 5 is a schematic structural diagram of an electronic device according to an embodiment of the present application. The electronic device is applied to a service platform, the service platform is used for providing call services for different merchants, the call services are in butt joint with a rich media RCS message system, please refer to fig. 5, and in a hardware level, the electronic device includes a processor, and optionally further includes an internal bus, a network interface, and a memory. The Memory may include a Memory, such as a Random-Access Memory (RAM), and may further include a non-volatile Memory, such as at least 1 disk Memory. Of course, the electronic device may also include hardware required for other services.
The processor, the network interface, and the memory may be connected to each other via an internal bus, which may be an ISA (Industry Standard Architecture) bus, a PCI (Peripheral Component Interconnect) bus, an EISA (Extended Industry Standard Architecture) bus, or the like. The bus may be divided into an address bus, a data bus, a control bus, etc. For ease of illustration, only one double-headed arrow is shown in FIG. 5, but this does not indicate only one bus or one type of bus.
And the memory is used for storing programs. In particular, the program may include program code comprising computer operating instructions. The memory may include both memory and non-volatile storage and provides instructions and data to the processor.
The processor reads the corresponding computer program from the nonvolatile memory into the memory and then runs the computer program to form the call-based device on the logic level. The processor is used for executing the program stored in the memory and is specifically used for executing the following operations:
receiving reservation information sent by a user through the RCS information system, wherein the reservation information is RCS information and comprises a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user in the reservation time period;
sending the reservation information to the merchant through the RCS information system;
and establishing a communication channel based on the reservation information so that the merchant and the user can communicate based on the communication channel.
The method executed by the communication device according to the embodiment shown in fig. 5 of the present application may be applied to a processor, or may be implemented by a processor. The processor may be an integrated circuit chip having signal processing capabilities. In implementation, the steps of the above method may be performed by integrated logic circuits of hardware in a processor or instructions in the form of software. The Processor may be a general-purpose Processor, including a Central Processing Unit (CPU), a Network Processor (NP), and the like; but also Digital Signal Processors (DSPs), Application Specific Integrated Circuits (ASICs), Field Programmable Gate Arrays (FPGAs) or other Programmable logic devices, discrete Gate or transistor logic devices, discrete hardware components. The various methods, steps, and logic blocks disclosed in the embodiments of the present application may be implemented or performed. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like. The steps of the method disclosed in connection with the embodiments of the present application may be directly implemented by a hardware decoding processor, or implemented by a combination of hardware and software modules in the decoding processor. The software module may be located in ram, flash memory, rom, prom, or eprom, registers, etc. storage media as is well known in the art. The storage medium is located in a memory, and a processor reads information in the memory and completes the steps of the method in combination with hardware of the processor.
The electronic device may further execute the communication method shown in fig. 1 and fig. 3, and implement the functions of the communication apparatus in the embodiments shown in fig. 1 and fig. 3, which are not described herein again in this embodiment of the present application.
Of course, besides the software implementation, the electronic device of the present application does not exclude other implementations, such as a logic device or a combination of software and hardware, and the like, that is, the execution subject of the following processing flow is not limited to each logic unit, and may also be hardware or a logic device.
An embodiment of the present application further provides a computer-readable storage medium applied to a service platform, the service platform being configured to provide a call service for different merchants, the call service interfacing with a rich media RCS messaging system, the computer-readable storage medium storing one or more programs, the one or more programs including instructions, which when executed by a portable electronic device including a plurality of application programs, enable the portable electronic device to perform the method of the embodiment shown in fig. 1 and 3, and are specifically configured to:
receiving reservation information sent by a user through the RCS information system, wherein the reservation information is RCS information and comprises a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user in the reservation time period;
sending the reservation information to the merchant through the RCS information system;
and establishing a communication channel based on the reservation information so that the merchant and the user can communicate based on the communication channel.
Fig. 6 is a schematic structural diagram of a calling device 60 according to an embodiment of the present application. Referring to fig. 6, in a software implementation, the communication device 60 may include: a receiving module 61, a sending module 62 and a building module 63, wherein:
the receiving module 61 is configured to receive reservation information sent by a user through the RCS information system, where the reservation information is RCS information, the reservation information includes a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user within the reservation time period;
a sending module 62, configured to send the reservation information to the merchant through the RCS information system;
and the establishing module 63 is configured to establish a communication channel based on the reservation information, so that the merchant and the user can communicate based on the communication channel.
Optionally, the establishing module 63, which establishes a call channel based on the reservation information, includes:
receiving a call request initiated by the merchant;
judging whether the initiation time of the call request is within the reserved time period;
and if so, establishing the call channel based on the call request.
Optionally, the establishing module 63, which establishes a call channel based on the reservation information, includes:
initiating a call request to the merchant within the reservation time period;
when receiving the connection message of the merchant, initiating a call to the user;
and when receiving a connection message of the user, establishing the communication channel.
Optionally, the sending module 62 further includes:
and sending a reservation result to the user so that the user can confirm the reservation information, wherein the reservation result comprises the communication information of the merchant and the reservation time period.
Optionally, the sending module 62 further includes:
sending notification information to the merchant, the notification information including the following options: establishing the communication channel in a manner that the merchant initiates a request communication and establishing the communication channel in a manner that the service platform initiates a communication request;
receiving confirmation information of the merchant, wherein the confirmation information comprises a selection result of the merchant on the option;
the establishing module 63, which establishes a communication channel based on the reservation information, includes:
and establishing the communication channel based on the reservation information and the selection result.
Optionally, the receiving module 61 receives reservation information sent by a user, and includes:
receiving a reservation interface sent by a merchant robot Chatbot application, wherein the reservation interface comprises a time period for reservation calling and product information or service information provided by a merchant;
pushing the reservation interface to the user;
and receiving the reservation information sent by the user based on the reservation interface.
The communication device 60 provided in the embodiment of the present application may also execute the method in fig. 1 and fig. 3, and implement the functions of the communication device 60 in the embodiment shown in fig. 1 and fig. 3, which are not described herein again in the embodiment of the present application.
In short, the above description is only a preferred embodiment of the present application, and is not intended to limit the scope of the present application. Any modification, equivalent replacement, improvement and the like made within the spirit and principle of the present application shall be included in the protection scope of the present application.
The systems, devices, modules or units illustrated in the above embodiments may be implemented by a computer chip or an entity, or by a product with certain functions. One typical implementation device is a computer. In particular, the computer may be, for example, a personal computer, a laptop computer, a cellular telephone, a camera phone, a smartphone, a personal digital assistant, a media player, a navigation device, an email device, a game console, a tablet computer, a wearable device, or a combination of any of these devices.
Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.
It should also be noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. The use of the phrase "including a" does not exclude the presence of other, identical elements in the process, method, article, or apparatus that comprises the same element, whether or not the same element is present in all of the same element.
The embodiments in the present application are described in a progressive manner, and the same and similar parts among the embodiments can be referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, for the system embodiment, since it is substantially similar to the method embodiment, the description is simple, and for the relevant points, reference may be made to the partial description of the method embodiment.

Claims (10)

1. A call method is applied to a service platform, the service platform is used for providing call services for different merchants, the call services are in butt joint with a rich media RCS message system, and the call method comprises the following steps:
receiving reservation information sent by a user through the RCS information system, wherein the reservation information is RCS information and comprises a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user in the reservation time period;
sending the reservation information to the merchant through the RCS information system;
and establishing a communication channel based on the reservation information so that the merchant and the user can communicate based on the communication channel.
2. The method of claim 1, wherein establishing a call channel based on the subscription information comprises:
receiving a call request initiated by the merchant;
judging whether the initiation time of the call request is within the reserved time period;
and if so, establishing the call channel based on the call request.
3. The method of claim 1, wherein establishing a call channel based on the subscription information comprises:
initiating a call request to the merchant within the reservation time period;
when receiving the connection message of the merchant, initiating a call to the user;
and when receiving a connection message of the user, establishing the communication channel.
4. A method for calling according to claim 1, wherein after receiving subscription information sent by a subscriber via the RCS information system, the method further comprises:
and sending a reservation result to the user so that the user can confirm the reservation information, wherein the reservation result comprises the communication information of the merchant and the reservation time period.
5. A method of telephony as claimed in claim 1, wherein after sending the subscription information to the merchant via the RCS information system, the method further comprises:
sending notification information to the merchant, the notification information including the following options: establishing the communication channel in a manner that the merchant initiates a request communication and establishing the communication channel in a manner that the service platform initiates a communication request;
receiving confirmation information of the merchant, wherein the confirmation information comprises a selection result of the merchant on the option;
wherein, establishing a communication channel based on the reservation information comprises:
and establishing the communication channel based on the reservation information and the selection result.
6. A method for calling according to claim 1, wherein receiving subscription information transmitted by a subscriber via said RCS information system comprises:
receiving a reservation interface sent by a merchant robot Chatbot application, wherein the reservation interface comprises a time period for reservation calling and product information or service information provided by a merchant;
pushing the reservation interface to the user;
and receiving the reservation information sent by the user based on the reservation interface.
7. A call system is characterized by comprising an RCS information system, a service platform and a merchant Chatbot application, wherein the service platform is used for providing call services for different merchants, and the call services are in butt joint with the RCS information system, wherein:
the RCS information system receives reservation information of a user; sending the reservation information to the service platform based on RCS information service, wherein the reservation information is RCS information and comprises a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user in the reservation time period;
the service platform receives the reservation information; sending the reservation information to the Chatbot application so that the merchant can receive the reservation information;
and the service platform establishes a communication channel based on the reservation information so that the merchant and the user can communicate based on the communication channel.
8. A call device, applied to a service platform, the service platform being configured to provide call services for different merchants, the call services interfacing with a rich media RCS message system, comprising:
the receiving module is used for receiving reservation information sent by a user through the RCS information system, wherein the reservation information is RCS information and comprises a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user in the reservation time period;
the sending module is used for sending the reservation information to the merchant through the RCS information system;
and the establishing module is used for establishing a communication channel based on the reservation information so as to facilitate the communication between the merchant and the user based on the communication channel.
9. An electronic device applied to a service platform, wherein the service platform is used for providing call services for different merchants, and the call services are interfaced with a rich media RCS message system, and the electronic device comprises:
a processor; and
a memory arranged to store computer executable instructions that, when executed, cause the processor to:
receiving reservation information sent by a user through the RCS information system, wherein the reservation information is RCS information and comprises a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user in the reservation time period;
sending the reservation information to the merchant through the RCS information system;
and establishing a communication channel based on the reservation information so that the merchant and the user can communicate based on the communication channel.
10. A computer readable storage medium applied to a service platform for providing a telephony service for different merchants, the telephony service interfacing with a rich media RCS messaging system, the computer readable storage medium storing one or more programs that, when executed by an electronic device comprising a plurality of applications, cause the electronic device to perform the method of:
receiving reservation information sent by a user through the RCS information system, wherein the reservation information is RCS information and comprises a reservation time period, and the reservation information represents that a merchant is allowed to communicate with the user in the reservation time period;
sending the reservation information to the merchant through the RCS information system;
and establishing a communication channel based on the reservation information so that the merchant and the user can communicate based on the communication channel.
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