CN114710471A

CN114710471A - Network-based customer service voice communication method, device, electronic equipment and medium

Info

Publication number: CN114710471A
Application number: CN202210304613.9A
Authority: CN
Inventors: 潘相杨; 周强; 杨洋; 程宇翔
Original assignee: Jingdong Technology Information Technology Co Ltd
Current assignee: Jingdong Technology Information Technology Co Ltd
Priority date: 2022-03-21
Filing date: 2022-03-21
Publication date: 2022-07-05
Anticipated expiration: 2042-03-21
Also published as: CN114710471B

Abstract

The embodiment of the disclosure provides a customer service voice communication method, a customer service voice communication device, electronic equipment and a computer readable medium based on a network, wherein the method comprises the following steps: receiving a voice communication request sent by a client; generating real-time communication signaling connection information according to the voice communication request; generating a first signaling message according to the real-time communication signaling connection information and the voice consultation prompt, and sending the first signaling message to the client through a first service signaling channel; generating a second signaling message according to the real-time communication signaling connection information and the incoming call popup screen prompt message; and realizing the voice communication between the client and the target customer service terminal according to the first media signaling channel and the second media signaling channel. The network-based customer service voice communication method, the network-based customer service voice communication device, the electronic equipment and the readable medium can realize voice customer service based on network voice service, avoid the limitation of traditional telephone service and improve performance expansibility.

Description

Network-based customer service voice communication method, device, electronic equipment and medium

Technical Field

The present disclosure relates to the field of voice technologies, and in particular, to a method and an apparatus for network-based customer service voice communication, an electronic device, and a computer-readable medium.

Background

The implementation of current voice customer service scenarios is typically based on traditional telephony services provided by the operator. This approach requires the purchase of the operator's line service; concurrency and stability are limited by the line service quality of operators; the cost of line service is high.

Also, the above method requires a hard or soft switch between the conventional telephone and the voice server. The method needs to purchase special hardware equipment (such as a voice board, a relay and the like), and the performance is limited by the purchased hardware equipment, so that the equipment investment cost is high.

Therefore, a new network-based customer service voice communication method, apparatus, electronic device and computer readable medium are needed.

The above information disclosed in this background section is only for enhancement of understanding of the background of the disclosure.

Disclosure of Invention

In view of this, embodiments of the present disclosure provide a network-based customer service voice communication method, apparatus, electronic device, and computer readable medium, which can implement a voice customer service based on a network voice service, avoid the limitation of a traditional telephone service, and improve performance scalability.

Additional features and advantages of the disclosure will be set forth in the detailed description which follows, or in part will be obvious from the description, or may be learned by practice of the disclosure.

According to a first aspect of the embodiments of the present disclosure, a method for network-based customer service voice communication is provided, where the method includes: receiving a voice communication request sent by a client; generating real-time communication signaling connection information according to the voice communication request; generating a first signaling message according to the real-time communication signaling connection information and the voice consultation prompt, and sending the first signaling message to the client through a first service signaling channel so that the client can display the voice consultation prompt and establish a first media signaling channel according to the real-time communication signaling connection information; generating a second signaling message according to the real-time communication signaling connection information and the incoming call screen popping prompt message, and sending the second signaling message to a target customer service end through a second service signaling channel so that the target customer service end can display the incoming call screen popping prompt message and establish a second media signaling channel according to the real-time communication signaling connection information; and realizing the voice communication between the client and the target customer service terminal according to the first media signaling channel and the second media signaling channel.

In an exemplary embodiment of the present disclosure, further comprising: receiving a switching request sent by the target customer service terminal in the voice communication process of the client terminal and the target customer service terminal; determining a switching customer service end according to the switching request; generating a third signaling message according to the real-time communication signaling connection information and the incoming call screen popping prompt message, and sending the third signaling message to the switching customer service end through a third service signaling channel so that the switching customer service end can display the incoming call screen popping prompt message and establish a third media signaling channel according to the real-time communication signaling connection information; after confirming that a third media signaling channel is established with the switching customer service end, sending a first closing signaling message comprising first media instruction information to the target customer service end through a second service signaling channel so that the target customer service end can disconnect the second media signaling channel according to the first media instruction information; and realizing the voice communication between the client and the switching customer service terminal according to the first media signaling channel and the third media signaling channel.

In an exemplary embodiment of the present disclosure, further comprising: in the voice communication process of the client and the target customer service terminal, receiving a voice ending request sent by the client; sending a second closing signaling message comprising invitation information and second media instruction information to the client according to the voice ending request through a first service signaling channel so that the client can disconnect the first media signaling channel according to the second media instruction and display the invitation information;

and sending a third closing signaling message including third media instruction information to the target customer service end through a second service signaling channel so that the target customer service end disconnects the second media signaling channel according to the third media instruction information.

In an exemplary embodiment of the present disclosure, generating real-time communication signaling connection information according to the voice communication request includes: determining a media channel address and a media channel port according to the voice communication request; and generating the real-time communication signaling connection information according to the media channel address and the media channel port.

In an exemplary embodiment of the present disclosure, further comprising: establishing the first service signaling channel with the client through a long connection form so that the client monitors the first signaling message through the first service signaling channel; and establishing the second service signaling channel with the target customer service end in a long connection mode so that the target customer service end monitors the second signaling message through the second service signaling channel.

In an exemplary embodiment of the disclosure, the voice communication request includes a target service identification, the method further comprising: and determining the target customer service side in a plurality of idle customer service sides with the target service identification.

In an exemplary embodiment of the disclosure, the first traffic signaling channel and the second traffic signaling channel are established by a TCP protocol, and the first media signaling channel and the second media signaling channel are established by a real-time communication service.

According to a second aspect of the embodiments of the present disclosure, a network-based customer service voice communication device is provided, which includes: the communication request receiving module is used for receiving a voice communication request sent by a client; the connection generation module is used for generating real-time communication signaling connection information according to the voice communication request; a first channel establishing module, configured to generate a first signaling message according to the real-time communication signaling connection information and a voice consultation prompt, and send the first signaling message to the client through a first service signaling channel, so that the client displays the voice consultation prompt and establishes a first media signaling channel according to the real-time communication signaling connection information; the second channel establishing module is used for generating a second signaling message according to the real-time communication signaling connection information and the incoming call screen popping prompt message, and sending the second signaling message to a target customer service end through a second service signaling channel so that the target customer service end can display the incoming call screen popping prompt message and establish a second media signaling channel according to the real-time communication signaling connection information; and the voice communication module is used for realizing the voice communication between the client and the target customer service terminal according to the first media signaling channel and the second media signaling channel.

According to a third aspect of the embodiments of the present disclosure, an electronic device is provided, which includes: one or more processors; storage means for storing one or more programs; when executed by the one or more processors, cause the one or more processors to implement any of the network-based customer service voice communication methods described above.

According to a fourth aspect of the embodiments of the present disclosure, a computer-readable medium is proposed, on which a computer program is stored, which when executed by a processor, implements the network-based customer service voice communication method according to any one of the above.

According to the network-based customer service voice communication method, the network-based customer service voice communication device, the electronic equipment and the computer readable medium, when a voice communication request sent by a client is received, real-time communication signaling connection information is generated according to the voice communication request; and generating a first signaling message according to the real-time communication signaling connection information and the voice consultation prompt, and sending the first signaling message to the client through the first service signaling channel so that the client can display the voice consultation prompt and establish a first media signaling channel according to the real-time communication signaling connection information, and realizing a customer service flow with the client through a network media service. And generating a second signaling message according to the real-time communication signaling connection information and the incoming call screen popping prompt message, and sending the second signaling message to the target customer service end through a second service signaling channel so that the target customer service end can display the incoming call screen popping prompt message and establish a second media signaling channel according to the real-time communication signaling connection information, and the customer service flow with the target customer service end can be realized through network media service. The voice communication between the client and the target customer service terminal is realized based on the first media signaling channel and the second media signaling channel, the voice customer service can be realized based on the network voice service, the limitation of the traditional telephone service is avoided, and the performance expansibility is improved.

It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the disclosure.

Drawings

The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present disclosure and together with the description, serve to explain the principles of the disclosure. The drawings described below are merely some embodiments of the present disclosure, and other drawings may be derived from those drawings by those of ordinary skill in the art without inventive effort.

Fig. 1 is a system block diagram illustrating a network-based customer service voice communication method and apparatus according to an example embodiment.

FIG. 2 is a flow chart illustrating a method of network-based customer service voice communication according to an exemplary embodiment.

Fig. 3 is a flow chart illustrating a method of network-based customer service voice communication according to another exemplary embodiment.

Fig. 4 is a flow chart illustrating a method of network-based customer service voice communication according to yet another exemplary embodiment.

Fig. 5 is an architecture diagram illustrating a network-based customer service voice communication method in accordance with an exemplary embodiment.

Fig. 6 is a flowchart and architecture diagram illustrating a network-based customer service voice communication method according to yet another exemplary embodiment.

Fig. 7 is a flowchart and architecture diagram illustrating a network-based voice over customer service communication method according to yet another exemplary embodiment.

Fig. 8 is a flowchart and architecture diagram illustrating a network-based customer service voice communication method in accordance with yet another exemplary embodiment.

FIG. 9 is a block diagram illustrating a network-based customer service voice communication device in accordance with an example embodiment.

Fig. 10 schematically illustrates a block diagram of an electronic device in an exemplary embodiment of the disclosure.

Detailed Description

Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many different forms and should not be construed as limited to the embodiments set forth herein; rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of example embodiments to those skilled in the art. The same reference numerals in the drawings denote the same or similar parts, and a repetitive description thereof will be omitted.

The described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments. In the following description, numerous specific details are provided to provide a thorough understanding of embodiments of the invention. One skilled in the relevant art will recognize, however, that the invention may be practiced without one or more of the specific details, or with other methods, components, devices, steps, and so forth. In other instances, well-known methods, devices, implementations or operations have not been shown or described in detail to avoid obscuring aspects of the invention.

The drawings are merely schematic illustrations of the present invention, in which the same reference numerals denote the same or similar parts, and thus, a repetitive description thereof will be omitted. Some of the block diagrams shown in the figures do not necessarily correspond to physically or logically separate entities. These functional entities may be implemented in the form of software, or in one or more hardware modules or integrated circuits, or in different networks and/or processor devices and/or microcontroller devices.

The flow charts shown in the drawings are merely illustrative and do not necessarily include all of the contents and steps, nor do they necessarily have to be performed in the order described. For example, some steps may be decomposed, and some steps may be combined or partially combined, so that the actual execution sequence may be changed according to the actual situation.

The current streaming media server only concerns the transmission of audio, video or multimedia files, and cannot meet the transmission coordination requirement of a voice customer service scene on a customer service flow, so that the establishment of a complete customer service flow system cannot be completed.

The following detailed description of exemplary embodiments of the invention refers to the accompanying drawings.

In the system 100 of the network-based customer service voice communication method and apparatus, the server 105 may be a server providing various services, such as a background management server (for example only) providing support for a network-based customer service voice communication system operated by users using the

terminal devices

101, 102, 103 through the network 104. The background management server may analyze and perform other processing on the received data such as the voice communication request, and feed back a processing result (for example, the first signaling message, the second signaling message — only an example) to the terminal device.

The server 105 may be a server of one entity, and may be, for example, composed of a plurality of servers, and a part of the servers 105 may be, for example, used as a network-based service voice communication task submitting system in the present disclosure, for obtaining a task to execute a network-based service voice communication command; and a portion of the server 105 may also be used, for example, as a network-based customer service voice communication system in the present disclosure, for receiving a voice communication request sent by a client; generating real-time communication signaling connection information according to the voice communication request; generating a first signaling message according to the real-time communication signaling connection information and the voice consultation prompt, and sending the first signaling message to the client through a first service signaling channel so that the client can display the voice consultation prompt and establish a first media signaling channel according to the real-time communication signaling connection information; generating a second signaling message according to the real-time communication signaling connection information and the incoming call screen popping prompt message, and sending the second signaling message to a target customer service end through a second service signaling channel so that the target customer service end can display the incoming call screen popping prompt message and establish a second media signaling channel according to the real-time communication signaling connection information; and realizing the voice communication between the client and the target customer service terminal according to the first media signaling channel and the second media signaling channel.

FIG. 2 is a flow chart illustrating a method of network-based customer service voice communication according to an exemplary embodiment. The network-based customer service voice communication method provided by the embodiment of the present disclosure may be executed by any electronic device with computing processing capability, such as the

terminal devices

101, 102, and 103 and/or the server 105, and in the following embodiments, the server executes the method as an example for illustration, but the present disclosure is not limited thereto. The network-based customer service voice communication method provided by the embodiment of the disclosure can comprise steps S202 to S210.

As shown in fig. 2, in step S202, a voice communication request sent by a client is received.

In the disclosed embodiment, the voice communication request is used for indicating the customer service application voice communication. The voice communication request includes, for example, a client identification of the client, a target service identification, and the like. The target service identification is used to identify a service class.

In step S204, real-time communication signaling connection information is generated according to the voice communication request.

The Real-Time Communication signaling connection information is generated, for example, by a Real-Time Communication service (RTC). When generating the real-time communication signaling connection information, determining a media channel address and a media channel port according to the voice communication request; and generating real-time communication signaling connection information according to the media channel address and the media channel port. The media channel address refers to the media channel address of the main body where the method is executed. The media channel port refers to the media channel address of the main body of the method execution.

In step S206, a first signaling message is generated according to the real-time communication signaling connection information and the voice consultation prompt, and the first signaling message is sent to the client through the first service signaling channel, so that the client displays the voice consultation prompt and establishes a first media signaling channel according to the real-time communication signaling connection information.

In the embodiment of the present disclosure, the first service signaling channel is opened up by, for example, a Websocket protocol. The voice communication request in step S202 may be received, for example, through the first traffic signaling channel. WebSocket is a protocol for full duplex communication over a single TCP connection. The first media signaling channel is used for connecting with the client. The first media signaling channel can be established by processing network penetration and port negotiation and completing media stream transmission coordination, and completing stream media communication with the client.

After receiving the first signaling message through the first service signaling channel, the client can display the voice consultation prompt on a display screen panel of the client. The voice consultation prompt language is used for a user of the client to check the flow progress of the customer service, such as a welcome language welcomed when the service starts in the process of using the customer service voice service.

In step S208, a second signaling message is generated according to the real-time communication signaling connection information and the incoming call screen pop prompting message, and the second signaling message is sent to the target client through the second service signaling channel, so that the target client displays the incoming call screen pop prompting message and establishes a second media signaling channel according to the real-time communication signaling connection information.

In the embodiment of the disclosure, the target customer service end can be determined according to the voice communication request. For example, the target customer service can be determined among a plurality of idle customer service having the target service identification according to the target service identification in the voice communication request. The category of the target customer service end belongs to the category corresponding to the target service identification, and the current state of the target customer service end is an idle state. The second media signaling channel is used for connecting with the target customer service end. The second media signaling channel can be established by processing network penetration and port negotiation and finishing media stream transmission coordination, finishing stream media communication with the target customer service end.

The first service signaling channel and the second service signaling channel can be established by the following modes: and establishing a first service signaling channel with the client through a long connection form so that the client monitors the first signaling message through the first service signaling channel. And establishing a second service signaling channel with the target customer service end through a long connection mode so that the target customer service end monitors a second signaling message through the second service signaling channel. A long connection means that multiple packets can be sent continuously over one connection, and during the duration of the connection, if no packets are sent, a link check packet needs to be sent in both directions. The first service signaling channel and the second service signaling channel can be established through a TCP protocol, and the first media signaling channel and the second media signaling channel are established through a real-time communication service.

In step S210, the voice communication between the client and the target client is realized according to the first media signaling channel and the second media signaling channel.

In the embodiment of the disclosure, since the first media signaling channel is established with the client and the second media signaling channel is established with the target customer service end, audio transmission between the client and the target customer service end can be realized through connection of the first media signaling channel and the second media signaling channel, and further, voice communication between the client and the target customer service end is realized.

According to the customer service voice communication method based on the network, when a voice communication request sent by a client is received, real-time communication signaling connection information is generated according to the voice communication request; and generating a first signaling message according to the real-time communication signaling connection information and the voice consultation prompt, and sending the first signaling message to the client through the first service signaling channel so that the client can display the voice consultation prompt and establish a first media signaling channel according to the real-time communication signaling connection information, and realizing a customer service flow with the client through a network media service. And generating a second signaling message according to the real-time communication signaling connection information and the incoming call popup screen prompt message, and sending the second signaling message to the target customer service end through a second service signaling channel so that the target customer service end can display the incoming call popup screen prompt message and establish a second media signaling channel according to the real-time communication signaling connection information, and a customer service flow with the target customer service end can be realized through network media service. The voice communication between the client and the target customer service terminal is realized based on the first media signaling channel and the second media signaling channel, the voice customer service can be realized based on the network voice service, the limitation of the traditional telephone service is avoided, and the performance expansibility is improved.

Fig. 3 is a flow chart illustrating a method of network-based customer service voice communication according to another exemplary embodiment. The method for providing network-based customer service voice communication according to the embodiment of the present disclosure may include steps S302 to S310.

As shown in fig. 3, in step S302, a forwarding request sent by the target client is received during the voice communication between the client and the target client.

For example, the transfer request may be initiated when the customer service of the target customer service finds that the customer appeal of the user of the client cannot be completed.

In step S304, the forwarding client is determined according to the forwarding request.

In the embodiment of the present disclosure, the forwarding request includes, for example, a customer service end identifier of the forwarding customer service end, which is used to determine a unique forwarding customer service end. The forwarding request further includes, for example, a forwarding service identifier, and a plurality of to-be-selected forwarding client servers can be determined according to the forwarding service identifier, and a to-be-selected forwarding client server in an idle state among the plurality of to-be-selected forwarding client servers is determined as a forwarding client server.

In step S306, a third signaling message is generated according to the real-time communication signaling connection information and the incoming call screen pop prompt message, and the third signaling message is sent to the forwarding client through the third service signaling channel, so that the forwarding client displays the incoming call screen pop prompt message and establishes a third media signaling channel according to the real-time communication signaling connection information.

In the embodiment of the disclosure, the third media signaling channel is used for connecting with the transit client. The media stream transmission coordination can be completed by processing the network penetration and the port negotiation, the stream media communication with the switching customer service end is completed, and a third media signaling channel is established.

In step S308, after confirming that the third media signaling channel is established with the forwarding client, a first close signaling message including the first media instruction information is sent to the target client through the second service signaling channel, so that the target client disconnects the second media signaling channel according to the first media instruction information.

In the embodiment of the disclosure, the establishment of the third media signaling channel is completed with the forwarding customer service end, and the customer service flow with the forwarding customer service end can be realized through the network media service. The first media command information may be close media channel information. And after receiving the first closing signaling message, the target customer service end can disconnect the second media signaling channel according to the first media instruction information. Based on successful establishment of the third media signaling channel, the first closing signaling message can be triggered to be sent to the target customer service end, and an automatic switching flow of the customer service from the target customer service end to the switching customer service end can be realized.

In step S310, the voice communication between the client and the forwarding client is realized according to the first media signaling channel and the third media signaling channel.

According to the network-based customer service voice communication method provided by the embodiment of the disclosure, when a switching request of a target customer service terminal is received, a third signaling message is transmitted based on a third service signaling channel, so that establishment of the third media signaling channel and closing of a second media signaling channel are triggered, and a switching flow of a customer service process can be realized by coordination of service signaling and media signaling.

Fig. 4 is a flow chart illustrating a method of network-based customer service voice communication according to yet another exemplary embodiment. The method for providing network-based customer service voice communication according to the embodiment of the present disclosure may include steps S402 to S406.

As shown in fig. 4, in step S402, during the voice communication between the client and the target client, a voice end request sent by the client is received.

In the embodiment of the disclosure, after the voice consultation of the user at the client is completed, a voice ending request can be generated and sent by operating the client.

In step S404, a second closing signaling message including the invitation information and the second media instruction information is sent to the client according to the voice termination request through the first service signaling channel, so that the client disconnects the first media signaling channel according to the second media instruction information and displays the invitation information.

In the embodiment of the disclosure, the invitation evaluation information is used for guiding a user of the client to feed back evaluation information to the customer service process. The second media guidance information may be closing media channel information. After receiving the second closing signaling message, the client can disconnect the first media signaling channel according to the second media instruction information.

In step S406, a third close signaling message including third media instruction information is sent to the target client through the second service signaling channel, so that the target client disconnects the second media signaling channel according to the third media instruction information.

In an embodiment of the disclosure, the third media instruction information may be closing media channel information. And after receiving the third closing signaling message, the target customer service end can disconnect the second media signaling channel according to the third media instruction information.

Fig. 5 is an architecture diagram illustrating a network-based customer service voice communication method in accordance with an exemplary embodiment. As shown in fig. 5, the architecture of the network-based customer service voice communication method may include a network voice device 501. The network voice device 501 completes the customer service voice service process based on the internet. The network voice device 501 comprises a media streaming server 502 and a customer service server 503. In the interaction process between the client 506 and the target client 507, the network speech device 501 can implement both the transmission coordination implementation (i.e., media flow control 504) including the network media stream by the media stream server 502 and the flow system (i.e., client flow control 505) including a set of complete client services by the client service server 503.

Media flow control 504 includes port negotiation, network tunneling, media streaming, and transmission and coordination of media streams. The customer service flow control 505 includes welcome, incoming call pop-up, transfer, invitation, transmission and coordination of media instructions.

The core of the network voice device 501 is coordination and fusion of media streams in a customer service flow, which is a control protocol and is technically designed for signaling. The method needs to process network reconnection, network penetration, network port negotiation, media stream transmission coordination and the like of media services, and meanwhile, customer service flow control must be added to process customer service scene ground such as customer welcome, incoming call screen popup, transfer, invitation and evaluation and the like.

The core idea of the dual signaling is to divide a control signaling protocol into a service signaling and a media signaling, avoid the control protocol from being complex in interweaving and difficult to fall on the ground when network voice falls on the ground, and set a master and a slave, wherein the service signaling is the master, the media signaling is the slave, and the master takes the slave to complete the integral unification of signaling coordination.

The traffic signaling is, for example, the aforementioned first signaling message, second signaling message, and third signaling message. The transmission channel of the traffic signaling is, for example, the aforementioned first traffic signaling channel, second traffic signaling channel, and third traffic signaling channel. The media signaling is, for example, the aforementioned first media instruction information, second media instruction information, and third media instruction information. The transmission channel of the media signaling is, for example, the aforementioned first media signaling channel, second media signaling channel and third media signaling channel.

The service signaling opens up an independent signaling channel by Websocket and is focused on customer service flow coordination and media instructions.

And pushing business flow messages such as welcome words, pop screens and the like based on the business signaling, simultaneously expanding the business flow messages into business triggers such as welcome words, incoming call pop screens and the like on a signaling message execution layer, and simultaneously coordinating and sending a media instruction to carry out secondary triggering of the media signaling.

The media signaling establishes an independent signaling channel for real-time communication by using WebSocket again, is focused on media instruction execution, and is only responsible for coordination of audio and video streams, network port negotiation, penetration and the like.

The service signaling is mainly set as a long signaling channel, and the service signaling is kept to be always through in the whole life cycle. The media signaling is auxiliary, set as a short signaling channel, only the media command is initiated in the service signaling and is established, the single consultation is closed, namely closed, and the media signaling concerns and executes the command of the service signaling.

Fig. 6 is a flowchart and architecture diagram illustrating a network-based customer service voice communication method according to yet another exemplary embodiment. As shown in fig. 6, the method for providing network-based customer service voice communication according to the embodiment of the present disclosure may be performed by the network voice device 501. The user initiates a consultation through client 506 and sends a voice communication request. And performing customer service distribution based on the voice communication request, and coordinating both ends of the client and the target customer service end by means of service signaling (namely real-time communication signaling connection information) after determining the target customer service end of the consultation.

The real-time communication signaling connection information may include: media stream server connection information (media channel address & media channel port), client information, target customer service information.

Meanwhile, the real-time communication signaling connection information is set at both ends and processed as follows:

step S602, the client 506 monitors the service signaling message through the service signaling channel to pop up the welcome message of the client, and attaches the real-time communication signaling connection information (address & port) to the service signaling message to trigger the establishment of the first media signaling channel, process the network penetration and the port negotiation, and complete the transmission coordination of the media stream, thereby completing the streaming media communication.

Step S604, the target customer service end connects the service signaling channel, monitors the service signaling message, pops up the incoming call pop screen, attaches real-time communication signaling connection information (address & port) to the service signaling message, triggers the establishment of the second media signaling channel, processes network penetration and port negotiation, and completes media stream transmission coordination, and completes streaming media communication.

Step S606, after the two ends respectively complete the business processes of welcoming words, pop screen of incoming calls and the like, the voice is unblocked after the two ends respectively penetrate through the streaming media, and the target customer service end starts to carry out voice service to the client.

Fig. 7 is a flowchart and architecture diagram illustrating a network-based customer service voice communication method in accordance with yet another exemplary embodiment. As shown in fig. 7, the method for providing network-based customer service voice communication according to the embodiment of the present disclosure may be performed by the network voice device 501. When a target customer service end finds that the target customer service end cannot handle customer demands in the customer service process and has to transfer the customers to other customer service personnel capable of handling the demands, the following flow can be realized through customer service transfer.

Step S702, receiving the forwarding request initiated by the target customer service end 507, selecting an idle customer service from the multiple to-be-selected forwarding customer service ends of the forwarding service identifier in the forwarding request, or directly selecting a customer service end according to the customer service end identifier of the forwarding customer service end in the forwarding request, and using the selected customer service end as a forwarding customer service end, and respectively pushing service signaling messages to the forwarding customer service end and the target customer service end.

Step S704, the transit client 508 connects the service signaling channel for a long time, monitors the service signaling message to bounce the incoming call popup, attaches real-time communication signaling connection information (address & port) to the service signaling message, triggers the establishment of the third media signaling channel for the second time, handles network penetration and port negotiation, completes media stream transmission coordination, and completes streaming media communication.

Step S706, the target customer service end 507 connects the service signaling channel for a long time, receives the first closing signaling message after the switching customer service is connected, analyzes the first media instruction information in the first closing signaling message, quits the appointed second media signaling channel to end the consultation process, and simultaneously cleans the workbench of the target customer service end 507 to prepare for the next consultation.

Fig. 8 is a flowchart and architecture diagram illustrating a network-based customer service voice communication method in accordance with yet another exemplary embodiment. As shown in fig. 8, the method for providing network-based customer service voice communication according to the embodiment of the present disclosure may be performed by the network voice device 501. In the process of voice communication between the client and the target customer service end, if a voice ending request sent by the client is received, a client consultation ending process can be executed, and the double-signaling coordination process is as follows.

Step S802, receiving the voice termination request sent by the client 506, and initiating a service disconnection signaling to both ends. Wherein, a second close signaling message is sent to the client 506, and a third close signaling message is sent to the target customer service end 507.

Step S804, the client 506 connects the service signaling channel for a long time, monitors the second service signaling closing message, analyzes the second media instruction information in the service signaling, exits the specified first media signaling channel to end the consultation process, and simultaneously pops up the user evaluation interface to complete the invitation.

Step S806, the target customer service end 507 connects the service signaling channel for a long time, monitors the third closing service signaling message, analyzes the third media instruction information in the service signaling, exits the designated second media signaling channel to end the consultation process, and simultaneously cleans the workbench to prepare for the next consultation.

Step S808, the target customer service end prepares for the next consultation again after finishing the consultation, and finishes the last consultation loop (evaluation) after finishing the consultation, and at the moment, the whole consultation process is successfully finished.

At present, telephone voice is mainly used in a customer service scene, namely operators and hardware are depended on.

Although single signaling can implement the service process and the media stream process, the service process and the media stream process are actually very complicated respectively. Especially, when a customer service scene needs a large amount of control and coordination business processes, the two layers of control are simultaneously interleaved by a single signaling, the landing is difficult, and the problem that the actual execution cannot be realized due to the fact that the "overhead" of signaling conflict or the excessive complexity of the serial execution of the signaling is very easy to occur.

The network-based customer service voice communication method provided by the embodiment is based on the network voice technology and integrates the customer service flow, and the whole service process is completed through signaling coordination. Based on the dual-signaling design, the coordination processing and landing of the customer service flow are realized by utilizing the network voice technology. The method comprises the design processes of network voice such as welcome words, incoming call screen popup, switching, invitation and evaluation and the like in a customer service flow, a communication process, a coordination processing process and the like.

It should be clearly understood that this disclosure describes how to make and use particular examples, but the principles of this disclosure are not limited to any details of these examples. Rather, these principles can be applied to many other embodiments based on the teachings of the present disclosure.

Those skilled in the art will appreciate that all or part of the steps for implementing the above embodiments are implemented as a computer program executed by a Central Processing Unit (CPU). When executed by a central processing unit CPU, performs the above-described functions defined by the above-described methods provided by the present disclosure. The program may be stored in a computer readable storage medium, which may be a read-only memory, a magnetic or optical disk, or the like.

Furthermore, it should be noted that the above-mentioned figures are only schematic illustrations of the processes involved in the methods according to exemplary embodiments of the present disclosure, and are not intended to be limiting. It will be readily understood that the processes shown in the above figures are not intended to indicate or limit the chronological order of the processes. In addition, it is also readily understood that these processes may be performed synchronously or asynchronously, e.g., in multiple modules.

The following are embodiments of the disclosed apparatus that may be used to perform embodiments of the disclosed methods. For details not disclosed in the embodiments of the apparatus of the present disclosure, refer to the embodiments of the method of the present disclosure.

FIG. 9 is a block diagram illustrating a network-based customer service voice communication device in accordance with an exemplary embodiment. Referring to fig. 9, a network-based customer service voice communication device 90 provided by the embodiment of the present disclosure may include: a request receiving module 902, a connection generating module 904, a first channel establishing module 906, a second channel establishing module 908, and a voice communication module 910.

In the network-based customer service voice communication device 90, the communication request receiving module 902 can be used for receiving a voice communication request sent by a client.

The connection generation module 904 may be configured to generate real-time communication signaling connection information according to the voice communication request.

The first channel establishing module 906 may be configured to generate a first signaling message according to the real-time communication signaling connection information and the voice consultation cue, and send the first signaling message to the client through a first service signaling channel, so that the client displays the voice consultation cue and establishes a first media signaling channel according to the real-time communication signaling connection information.

The second channel establishing module 908 is configured to generate a second signaling message according to the real-time communication signaling connection information and the incoming call pop screen prompting message, and send the second signaling message to the target client through a second service signaling channel, so that the target client displays the incoming call pop screen prompting message and establishes a second media signaling channel according to the real-time communication signaling connection information.

The voice communication module 910 may be configured to implement voice communication between the client and the target client according to the first media signaling channel and the second media signaling channel.

According to the network-based customer service voice communication device provided by the embodiment of the disclosure, when a voice communication request sent by a client is received, real-time communication signaling connection information is generated according to the voice communication request; and generating a first signaling message according to the real-time communication signaling connection information and the voice consultation prompt, and sending the first signaling message to the client through the first service signaling channel so that the client can display the voice consultation prompt and establish a first media signaling channel according to the real-time communication signaling connection information, and realizing a customer service flow with the client through a network media service. And generating a second signaling message according to the real-time communication signaling connection information and the incoming call screen popping prompt message, and sending the second signaling message to the target customer service end through a second service signaling channel so that the target customer service end can display the incoming call screen popping prompt message and establish a second media signaling channel according to the real-time communication signaling connection information, and the customer service flow with the target customer service end can be realized through network media service. The voice communication between the client and the target customer service terminal is realized based on the first media signaling channel and the second media signaling channel, the voice customer service can be realized based on the network voice service, the limitation of the traditional telephone service is avoided, and the performance expansibility is improved.

In an exemplary embodiment, the network-based customer service voice communication device 90 may further include: a forwarding request receiving module, configured to receive a forwarding request sent by the target client in a voice communication process between the client and the target client; the switching customer service positioning module is used for determining a switching customer service end according to the switching request; a third channel establishing module, configured to generate a third signaling message according to the real-time communication signaling connection information and the incoming call popup screen prompt message, and send the third signaling message to the transit client through a third service signaling channel, so that the transit client displays the incoming call popup screen prompt message and establishes a third media signaling channel according to the real-time communication signaling connection information; a first channel closing module, configured to send a first closing signaling message including first media instruction information to the target customer service end through a second service signaling channel after confirming that a third media signaling channel is established with the transit customer service end, so that the target customer service end disconnects the second media signaling channel according to the first media instruction information; and the switching communication module is used for realizing the voice communication between the client and the switching customer service terminal according to the first media signaling channel and the third media signaling channel.

In an exemplary embodiment, the network-based customer service voice communication device 90 may further include: an end request receiving module, configured to receive a voice end request sent by the client during voice communication between the client and the target customer service; a second channel closing module, configured to send a second closing signaling message including invitation information and second media instruction information to the client according to the voice termination request through the first service signaling channel, so that the client disconnects the first media signaling channel according to the second media instruction information and displays the invitation information; and the third channel closing module is used for sending a third closing signaling message including third media instruction information to the target customer service end through a second service signaling channel so that the target customer service end can disconnect the second media signaling channel according to the third media instruction information.

In an exemplary embodiment, the connection generation module 904 may include: the address and port positioning unit is used for determining a media channel address and a media channel port according to the voice communication request; and the connection information generating unit is used for generating the real-time communication signaling connection information according to the media channel address and the media channel port.

In an exemplary embodiment, the network-based customer service voice communication device 90 may further include: a first signaling channel establishing module, configured to establish the first service signaling channel with the client in a long connection manner, so that the client monitors the first signaling message through the first service signaling channel; and the second signaling channel establishing module is used for establishing the second service signaling channel with the target customer service end in a long connection mode so that the target customer service end can monitor the second signaling message through the second service signaling channel.

In an exemplary embodiment, the voice communication request includes a target service identification, and the network-based customer service voice communication device 90 may further include: and the target customer service end determining module is used for determining the target customer service end in a plurality of idle customer service ends with the target service identification.

In an exemplary embodiment, the first traffic signaling channel and the second traffic signaling channel are established by a TCP protocol, and the first media signaling channel and the second media signaling channel are established by a real-time communication service.

An electronic device 1000 according to this embodiment of the invention is described below with reference to fig. 10. The electronic device 1000 shown in fig. 10 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present invention.

As shown in fig. 10, the electronic device 1000 is embodied in the form of a general purpose computing device. The components of the electronic device 1000 may include, but are not limited to: the at least one processing unit 1010, the at least one memory unit 1020, and a bus 1030 that couples various system components including the memory unit 1020 and the processing unit 1010.

Wherein the storage unit stores program code that is executable by the processing unit 1010 to cause the processing unit 1010 to perform steps according to various exemplary embodiments of the present invention as described in the "exemplary methods" section above in this specification. For example, the processing unit 1010 may perform the steps as shown in fig. 2 or fig. 3 or fig. 4 or fig. 6 or fig. 7 or fig. 8.

The storage unit 1020 may include readable media in the form of volatile memory units, such as a random access memory unit (RAM)10201 and/or a cache memory unit 10202, and may further include a read-only memory unit (ROM) 10203.

The memory unit 1020 may also include a program/utility 10204 having a set (at least one) of program modules 10205, such program modules 10205 including, but not limited to: an operating system, one or more application programs, other program modules, and program data, each of which, or some combination thereof, may comprise an implementation of a network environment.

Bus 1030 may be any one or more of several types of bus structures including a memory unit bus or memory unit controller, a peripheral bus, an accelerated graphics port, a processing unit, and a local bus using any of a variety of bus architectures.

The electronic device 1000 may also communicate with one or more external devices 1100 (e.g., keyboard, pointing device, bluetooth device, etc.), with one or more devices that enable a user to interact with the electronic device 1000, and/or with any devices (e.g., router, modem, etc.) that enable the electronic device 1000 to communicate with one or more other computing devices. Such communication may occur through input/output (I/O) interfaces 1050. Also, the electronic device 1000 may communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network such as the Internet) via the network adapter 1060. As shown, the network adapter 1060 communicates with the other modules of the electronic device 1000 over the bus 1030. It should be appreciated that although not shown, other hardware and/or software modules may be used in conjunction with the electronic device 1000, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage systems, among others.

Through the above description of the embodiments, those skilled in the art will readily understand that the exemplary embodiments described herein may be implemented by software, and may also be implemented by software in combination with necessary hardware. Therefore, the technical solution according to the embodiments of the present disclosure may be embodied in the form of a software product, which may be stored in a non-volatile storage medium (which may be a CD-ROM, a usb disk, a removable hard disk, etc.) or on a network, and includes several instructions to enable a computing device (which may be a personal computer, a server, a terminal device, or a network device, etc.) to execute the method according to the embodiments of the present disclosure.

In an exemplary embodiment of the present disclosure, there is also provided a computer-readable storage medium having stored thereon a program product capable of implementing the above-described method of the present specification. In some possible embodiments, aspects of the invention may also be implemented in the form of a program product comprising program code means for causing a terminal device to carry out the steps according to various exemplary embodiments of the invention described in the above section "exemplary methods" of the present description, when said program product is run on the terminal device.

The program product may employ any combination of one or more readable media. The readable medium may be a readable signal medium or a readable storage medium. A readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable disk, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.

A computer readable signal medium may include a propagated data signal with readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take any of a variety of forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A readable signal medium may also be any readable medium that is not a readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device.

Program code embodied on a readable medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.

Program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, C + + or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computing device, partly on the user's device, as a stand-alone software package, partly on the user's computing device and partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., through the internet using an internet service provider).

Furthermore, the above-described figures are merely schematic illustrations of processes involved in methods according to exemplary embodiments of the invention, and are not intended to be limiting. It will be readily understood that the processes shown in the above figures are not intended to indicate or limit the chronological order of the processes. In addition, it is also readily understood that these processes may be performed synchronously or asynchronously, e.g., in multiple modules.

Other embodiments of the disclosure will be apparent to those skilled in the art from consideration of the specification and practice of the disclosure disclosed herein. This application is intended to cover any variations, uses, or adaptations of the disclosure following, in general, the principles of the disclosure and including such departures from the present disclosure as come within known or customary practice in the art to which the disclosure pertains. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the disclosure being indicated by the following claims.

Claims

1. A customer service voice communication method based on network is characterized by comprising the following steps:

receiving a voice communication request sent by a client;

generating real-time communication signaling connection information according to the voice communication request;

generating a first signaling message according to the real-time communication signaling connection information and the voice consultation prompt, and sending the first signaling message to the client through a first service signaling channel so that the client can display the voice consultation prompt and establish a first media signaling channel according to the real-time communication signaling connection information;

generating a second signaling message according to the real-time communication signaling connection information and the incoming call screen popping prompt message, and sending the second signaling message to a target customer service end through a second service signaling channel so that the target customer service end can display the incoming call screen popping prompt message and establish a second media signaling channel according to the real-time communication signaling connection information;

and realizing the voice communication between the client and the target customer service terminal according to the first media signaling channel and the second media signaling channel.

2. The method of claim 1, further comprising:

receiving a switching request sent by the target customer service terminal in the voice communication process of the client terminal and the target customer service terminal;

determining a switching customer service end according to the switching request;

generating a third signaling message according to the real-time communication signaling connection information and the incoming call screen popping prompt message, and sending the third signaling message to the switching customer service end through a third service signaling channel so that the switching customer service end can display the incoming call screen popping prompt message and establish a third media signaling channel according to the real-time communication signaling connection information;

after confirming that a third media signaling channel is established with the switching customer service end, sending a first closing signaling message comprising first media instruction information to the target customer service end through a second service signaling channel so that the target customer service end can disconnect the second media signaling channel according to the first media instruction information;

and realizing the voice communication between the client and the switching customer service terminal according to the first media signaling channel and the third media signaling channel.

3. The method of claim 1, further comprising:

in the voice communication process of the client and the target customer service terminal, receiving a voice ending request sent by the client;

sending a second closing signaling message comprising invitation information and second media instruction information to the client according to the voice ending request through a first service signaling channel so that the client can disconnect the first media signaling channel according to the second media instruction information and display the invitation information;

4. The method of claim 1, wherein generating real-time communication signaling connection information from the voice communication request comprises:

determining a media channel address and a media channel port according to the voice communication request;

and generating the real-time communication signaling connection information according to the media channel address and the media channel port.

5. The method of claim 1, further comprising:

establishing the first service signaling channel with the client through a long connection form so that the client monitors the first signaling message through the first service signaling channel;

and establishing the second service signaling channel with the target customer service end in a long connection mode so that the target customer service end monitors the second signaling message through the second service signaling channel.

6. The method of claim 1, wherein the voice communication request includes a target service identification, the method further comprising:

and determining the target customer service side in a plurality of idle customer service sides with the target service identification.

7. The method of claim 1, wherein the first traffic signaling channel and the second traffic signaling channel are established via a TCP protocol, and wherein the first media signaling channel and the second media signaling channel are established via a real-time communication service.

8. A network-based customer service voice communication apparatus, comprising:

the communication request receiving module is used for receiving a voice communication request sent by a client;

the connection generating module is used for generating real-time communication signaling connection information according to the voice communication request;

a first channel establishing module, configured to generate a first signaling message according to the real-time communication signaling connection information and a voice consultation prompt, and send the first signaling message to the client through a first service signaling channel, so that the client displays the voice consultation prompt and establishes a first media signaling channel according to the real-time communication signaling connection information;

a second channel establishing module, configured to generate a second signaling message according to the real-time communication signaling connection information and the incoming call pop prompt message, and send the second signaling message to a target customer service end through a second service signaling channel, so that the target customer service end displays the incoming call pop prompt message and establishes a second media signaling channel according to the real-time communication signaling connection information;

and the voice communication module is used for realizing the voice communication between the client and the target customer service terminal according to the first media signaling channel and the second media signaling channel.

9. An electronic device, comprising:

at least one processor;

storage means for storing at least one program;

when executed by the at least one processor, cause the at least one processor to implement the method of any one of claims 1-7.

10. A computer-readable medium, on which a computer program is stored, which program, when being executed by a processor, is adapted to carry out the method of any one of claims 1-7.