CN115379052A

CN115379052A - Call method, system and electronic equipment

Info

Publication number: CN115379052A
Application number: CN202210833884.3A
Authority: CN
Inventors: 陈连增
Original assignee: Beijing Baiwu Tech Co ltd
Current assignee: Beijing Baiwu Tech Co ltd
Priority date: 2022-07-14
Filing date: 2022-07-14
Publication date: 2022-11-22

Abstract

The embodiment of the application provides a communication method, a communication system and electronic equipment. Wherein the method comprises the following steps: displaying the service message on a message application interface; wherein the service message comprises at least one service control; responding to a selection operation triggered by a user aiming at the at least one service control, and taking one service control selected by the user from the at least one service control as a target service control; acquiring relevant information of the service associated with the target service control; and establishing communication connection with the customer service side corresponding to the service party based on the related information. By adopting the technical scheme provided by the embodiment of the application, when the user performs service consultation or handling in a voice communication mode, the operation steps required by the user can be effectively simplified, and the improvement of the service working efficiency of a service party, the saving of human resources and the like are facilitated.

Description

Call method, system and electronic equipment

Technical Field

The present application relates to the field of computer communication technologies, and in particular, to a communication method, a communication system, and an electronic device.

Background

In the existing solution, when a service provider provides various services such as telephone charge inquiry and account transfer for a user by a telephone manner, an IVR (Interactive Voice Response) manner is often adopted to guide the user to enter a service center by using a telephone, so as to improve the service working efficiency and save manpower. However, this IVR method requires the user to select the corresponding function key multiple times according to the voice prompt information given by the IVR before reaching the required service menu, and the user needs to keep a high degree of attention to avoid listening incorrectly, and in addition, if the service required by the user is late, the user may need to listen to and remember all the voice prompt information.

Therefore, a new call technical scheme is urgently needed to be provided, so that a service provider can better provide required services for users.

Disclosure of Invention

In view of the above, the present application provides a call method, a call system, and an electronic device that solve the above problems, or at least partially solve the above problems.

In one embodiment of the present application, a method of telephony is provided. The communication method is suitable for the client side, and comprises the following steps:

displaying the service message on a message application interface; wherein the service message comprises at least one service control;

responding to a selection operation triggered by a user aiming at the at least one service control, and taking one service control selected by the user from the at least one service control as a target service control;

acquiring relevant information of the service associated with the target service control;

and establishing communication connection with the customer service side corresponding to the service party based on the related information.

In another embodiment of the present application, a method for calling is also provided. The communication method is suitable for a communication server side, and comprises the following steps:

receiving related information of a service related to a target service control sent by a client; the method comprises the steps that a service message is displayed on a message application interface of a client, and the service message comprises at least one service control; the target service control is a service control selected by a user from the at least one service control;

and establishing call connection between the client and a customer service end corresponding to the service party based on the relevant information.

In another embodiment of the present application, a telephony system is also provided. The call system includes:

the client is used for displaying the service message on the message application interface; the service message comprises at least one service control; responding to a selection operation triggered by a user aiming at the at least one service control, and taking one service control selected by the user from the at least one service control as a target service control; acquiring relevant information of the service associated with the target service control; sending the related information to a call server;

and the call server is used for establishing call connection between the client and the client corresponding to the service party based on the relevant information.

In one embodiment of the present application, an electronic device is provided. The electronic device includes: a memory and a processor; wherein the memory is configured to store one or more computer instructions; the processor, coupled to the memory, is configured to execute the one or more computer instructions to implement the steps in the call method provided in the embodiments of the present application.

According to the technical scheme provided by each embodiment of the application, the service message containing at least one service control can be displayed on a message application interface of the client, and the client responds to the selection operation triggered by the user aiming at the at least one service control, takes one service control selected by the user from the at least one service control as a target service control, and simultaneously obtains the related information of the service related to the target service control and sends the related information to the call service terminal; the call server can establish call connection between the client and the corresponding client server of the server based on the relevant information. Therefore, according to the whole call technical scheme provided by the application, call connection can be successfully established between the client and the customer service terminal only by simply selecting and operating the corresponding service control part based on the service required by the user, so that the operation steps required by the user to perform service consultation or handling in a voice call mode are effectively simplified, the user satisfaction is favorably improved, the manual service pressure is favorably reduced, the operation cost is reduced, the service waiting time of the user can be effectively reduced, and the like.

Drawings

In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings required to be utilized in the embodiments or the prior art descriptions will be briefly described below, and it is obvious that the drawings in the following descriptions are some embodiments of the present application, and other drawings can be obtained by those skilled in the art without creative efforts.

FIG. 1 illustrates a 5G message network architecture diagram provided by an embodiment of the present application;

fig. 2 is a flowchart illustrating a call method according to an embodiment of the present application;

fig. 3 is a schematic diagram illustrating a 5G message-based call network architecture provided in an embodiment of the present application;

fig. 4 is a flowchart illustrating a call method according to another embodiment of the present application;

fig. 5 is a schematic structural diagram of a communication device according to an embodiment of the present application;

fig. 6 is a schematic structural diagram of a communication device according to another embodiment of the present application;

fig. 7 shows a schematic structural diagram of an electronic device according to an embodiment of the present application.

Detailed Description

In the existing solution, when a service provider provides services such as telephone charge inquiry and account transfer for a user by a telephone manner, an IVR (Interactive Voice Response) manner is often adopted to guide the user to enter a service center by using a telephone, so as to improve the service working efficiency and save manpower. For example, in the financial industry — banking example, when a user dials up a bank central office to inquire about the credit card amount, an IVR system is firstly accessed, after confirming the user information, the IVR system is used for selecting the number of the credit card service from 1 to 9 service options according to the voice prompt information given by the IVR system, if the credit card service is in the option of number 9, the user is meant to hear the 9 option from the 1 option, and the contents represented by the other options are clearly remembered to prevent wrong selection. Then, the credit card service is entered, and the above actions are repeated to select the credit line inquiry service. This process is extremely inefficient and most users are forced to select a direct switch to manual service in a level 1 menu in order to quickly resolve the problem.

In order to solve the problems of the prior art solutions, embodiments of the present application provide a new call technical solution based on 5G (5 th Generation Mobile Communication Technology, fifth Generation Mobile Communication Technology) messages. By utilizing the technical scheme provided by the embodiment of the application, when the user performs service consultation or handling in a telephone mode, the operation steps required by the user can be effectively simplified, and the improvement of the service working efficiency of a service party, the saving of human resources and the like are facilitated. In order to make the technical solutions better understood by those skilled in the art, 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.

In some of the flows described in the specification, claims, and above-described figures of the present application, a number of operations are included that occur in a particular order, which operations may be performed out of order or in parallel as they occur herein. The sequence numbers of the operations, e.g., 101, 102, etc., are used merely to distinguish between the various operations, and do not represent any order of execution per se. Additionally, the flows may include more or fewer operations, and the operations may be performed sequentially or in parallel. It should be noted that, the descriptions of "first", "second", etc. in this document are used for distinguishing different messages, devices, modules, etc., and do not represent a sequential order, nor do they limit the types of "first" and "second". In the present application, the term "or/and" is only one kind of association relationship describing the associated object, and means that three relationships may exist, for example: a or/and B, which means that A can exist independently, A and B can exist simultaneously, and B can exist independently; the "/" character in this application generally indicates that the objects associated with each other are in an "or" relationship. It is also noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a good or system that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such good or system. Without further limitation, an element defined by the phrase "comprising a … …" does not exclude the presence of additional like elements in a commodity or system comprising the element. In addition, the embodiments described below are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments obtained by a person skilled in the art based on the embodiments in the present application without making any creative effort belong to the protection scope of the present application.

Before the technical solutions provided by the embodiments of the present application are introduced, the proper terms referred to in the present application are briefly described.

The 5G technology, which is the latest generation cellular mobile communication technology, is an extension of the 4G (LTE-A, wiMax), 3G (UMTS, LTE) and 2G (GSM) mobile communication technologies. The performance goals of 5G technology are high data rates, reduced latency, energy savings, reduced cost, increased system capacity, and large-scale device connectivity.

The 5G message, namely, the RCS (Rich Communication Suite, fused Communication (i.e., "call," "message," and "contact" are fused)) message, is an upgrade of the short message service, and has the greatest characteristic that a Rich media type short message notification can be sent, for example, the 5G message can implement functions of delivering, positioning, sharing, chatting, and the like of text, voice, and video messages, in other words, the 5G message implements a part of mainstream timely Communication application function, and implements interactions between people, people and things, things and people, and the like. For example, referring to the 5G message network architecture diagram shown in fig. 1, when various service providers such as merchants, government enterprises and the like have opened the 5G message service function, the merchants, government enterprises and the like can directly deliver the services to the end user clients in the form of rich media messages through the 5G message management platform, so that users can enjoy various services provided by the merchants, government enterprises and the like, such as the living services and commercial services such as ticket booking, shopping, billing, customer service, consultation and the like, without opening or installing application programs or logging in websites, which eliminates cumbersome security verification, provides services at a threshold, and really realizes the platform, the service and the application. The rich media is an information transmission method with animation, sound, video and interactivity, and comprises HTML, java scripts, an interdynamic gap window and the like; or, the rich media includes streaming media, voice, flash, and one or a combination of several of Java, javascript, DHTML and other programming languages, and the rich media can be applied to various network services, such as website design, email, BANNER, BUTTON, pop-up, and spot ad.

Fig. 2 is a flowchart illustrating a call method according to an embodiment of the present application. The main execution body of the call method is the client 100 supporting 5G messages as shown in fig. 1, and the client may be a smart phone, a tablet, a smart wearable device (such as a smart watch), and the like used by a user, which is not specifically limited in this embodiment of the present application. As shown in fig. 2, the call method includes the following steps:

101. displaying the service message on a message application interface; wherein the service message comprises at least one service control;

102. responding to a selection operation triggered by the user aiming at the at least one service control, and taking one service control selected by the user from the at least one service control as a target service control;

103. acquiring relevant information of the service associated with the target service control;

104. and establishing a call connection with the client corresponding to the service party based on the related information.

In the embodiment, the 5G message is used for realizing the call, and a client (such as a mobile phone) can support the call originally without independently installing a third-party message application, so that the use threshold of a user is greatly reduced, and the popularization cost is also saved. The 5G message service is directly associated with the mobile phone number, and the mobile phone number of the user is an account number, so that registration is not needed, the complexity of using the service by the user is reduced, the problem of identity authentication is solved, and a platform island is opened (the account number does not need to be separately registered in each merchant). Since operators are based on the same international standard (GSMA RCS UP 2.4), the advantages of 5G messages in interconnection and interworking are more obvious. The mobile phone, namely the account number, holds the social gold key of the user address book firmly by using the 5G message, and can establish the social network immediately without adding friends. From the perspective of information security, the 5G message also supports information interaction modes such as encryption transmission and graphic passwords, so that information security guarantee can be improved, and user privacy can be protected. From the perspective of communication safety, the 5G message adopts a network basic safety architecture, can meet the requirements of various industries such as finance and commerce on communication safety, avoids the problems of privacy disclosure and the like, and has the characteristics of high safety, high speed and low delay.

In the above 101, the message application refers to a service portal of the 5G message, and for a client that has implemented the standard specification of the 5G message, the portal may refer to a native "message" function of the client operating system, such as a native short message application for sending and receiving short messages, for example, the short message application 11 shown in fig. 3; for the client which does not implement the standard specification of the 5G message, but can be used as the service entrance of the 5G message by downloading the special 'message' APP of the operator to which the client belongs. Various service providers such as a merchant, a government enterprise and the like can realize intelligent customer service by establishing the Chatbot and integrating the Chatbot with a business system of the user, the user and the Chatbot complete interaction through a session, and the session is completed in a window of a message application. The "window" of the message application refers to an interactive interface provided by the message application, such as the interactive interface 110 provided by the short message application 11 shown in fig. 3 (i.e., the message application interface in this embodiment); chatbot is a service offered by an industry client to a client user in the form of a dialog that simulates human intelligence dialog, typically based on artificial intelligence software, to provide specific service functionality to the user. A detailed description of Chatbot can be found in the prior art.

The type of the service message displayed on the message application interface is a 5G message, for example, in the financial industry — bank, the service message may be a service selection message 1101 sent by a # # # bank through a 5G message management platform as shown in fig. 3. Specifically, referring to fig. 3, when a user wants to query the credit card limit, the short message application 11 on the client 100 may be opened to enter the interactive interface 110 provided by the short message application, and after "service" is input through the 5G message input control 12 provided by the interactive interface 110 and is sent to the # # bank, the # bank may feed back a corresponding service selection message 1101 to the client through the 5G message management platform; upon receiving the service selection message 1101, the client 100 displays the service selection message 1101 on the interactive interface 110.

The service message includes at least one service control, each service control is associated with a corresponding service (or a class of services), and the service control may be composed of one or a combination of pictures, texts, voices, and the like, which is not limited herein. For example, the service selection message 1101 shown in fig. 3 includes "manual service", "self-service customer service", "credit card service", savings card service ", and" loan service "all serving controls.

In the above 102, the user may select an adapted service control from at least one service control included in the service message according to a service to be consulted or transacted by the user, and after responding to a selection operation triggered by the user, the client considers the service control selected by the user as a target service control, thereby considering that the service associated with the target service control is the service to be consulted or transacted by the user, and subsequently establishes a call connection with a customer service end corresponding to the service party according to related information of the service associated with the target service control.

For an example, referring to fig. 3 and taking the above example into account, assuming that the displayed service message is a service selection message 1101, when a user wants to perform credit card limit inquiry, the user may perform, for example, click operation on a "credit card service" control in the service selection message 1101; after that, the bank # # # # further may feed back a corresponding service selection message (not shown in the figure) related to the credit card to the client 100 through the 5G message management platform, and the client 100 may display the received service selection message related to the credit card on the interactive interface 110; the user selects at least one service control contained in the displayed service selection message related to the credit card, such as service controls of 'credit line inquiry', 'credit card logout', 'credit card registration' and the like, and can trigger click operation on the 'credit line inquiry' control according to own requirements; after responding to the click operation triggered by the user on the balance inquiry control, the client considers the limit inquiry control as the target service control, so that the client can execute the operation of acquiring the related information of the service related to the limit inquiry control in the subsequent process, establishing communication connection with the client corresponding to the # # bank according to the related information, and the like.

After the target service control is determined through the step 102, in order to establish a call connection with a client corresponding to a matched service party, the association information of the service associated with the target service control can be obtained according to the configuration information on the basis of obtaining the configuration information of the target service control. That is, in an implementation technical solution, the step 103 of obtaining the relevant information of the service associated with the target service control may specifically include:

1031. acquiring configuration information of the target service control;

1032. and determining the relevant information of the service associated with the target service control according to the configuration information.

In specific implementation, the configuration information of the target service control may include, but is not limited to: basic attribute information of the control (such as size, shape, background, etc.), related information of the service associated with the control, and so on; the related information of the service may include, but is not limited to, a first identification of the service party, and a second identification of the service. For example, the first identifier may be a business identifier of the service party, such as a business number, a business name, and the like; the second identifier may be a number corresponding to the service in the IVR system, such as "1" for manual service, "0" for "autonomous customer service," etc.

In order to provide safe and reliable services such as service handling or consultation for a user, for example, when the user handles services such as money transfer by telephone, the safety and reliability of the services need to be ensured to ensure the fund safety of the user, the scheme provided in this embodiment may further include the following steps before executing the 1031 "to obtain the configuration information of the target service control":

1030. and verifying the identity information of the user so as to execute the step of acquiring the configuration information of the target service control after the verification is passed.

In specific implementation, the authentication of the identity information of the user can be realized based on the acquired authentication information input by the user. And the user may enter authentication information based on the displayed authentication message. That is, in a specific implementation technical solution, the "verifying the identity information of the user" in the foregoing 1030 may specifically be implemented by adopting the following steps:

10301. displaying the verification message;

10302. acquiring verification information input by a user aiming at the verification message;

10303. and verifying the identity information of the user by using the verification information.

In 10301, the verification message may be displayed on the message application interface, in which case the verification message is a 5G message. Alternatively, the verification page may display a verification display, for example, to support the display in the above 102, after it is detected that the user triggers, for example, a click operation on the "quota inquiry" control, "the user may jump to a verification page (not shown in the figure) containing a verification message, so that the user inputs corresponding verification information through the verification message displayed on the verification page. As a preferred example, the present embodiment displays the authentication message in the form of a 5G message on the message application interface.

The verification message may include, but is not limited to, at least one of the following: the input control is used for inputting the verification information by the user, and the prompt message is used for guiding the user to input the verification information. Accordingly, in an example, the 10302 "acquiring the authentication information input by the user for the authentication message" may specifically be implemented by at least one of the following manners:

s11, responding to the operation triggered by the user aiming at the input control, and acquiring verification information input by the user;

and S12, monitoring the input operation triggered by the user according to the prompt message, and acquiring the to-be-verified message input by the user.

In S11, the type to which the input control belongs may include at least one of the following: the system comprises an acquisition control for acquiring user characteristics, a data verification code confirmation control and a slider control for executing slider verification operation; wherein the collection control includes, but is not limited to, a voice feature collection control, a facial feature collection control. For example, assuming that the verification message includes a dynamic verification code, in this case, the verification message may further include a "one-touch verification" control, and after responding to an operation triggered by the user with respect to the "one-touch verification" control, the user's identity information is considered to be verified. For another example, assuming that the verification message includes a voice feature collection control, the user may input a voice segment by triggering the voice feature collection control. For another example, assuming that the verification message includes a facial feature acquisition control, after the user triggers the facial feature acquisition control, the user may jump to a face image acquisition page to acquire a face image of the user, and the facial feature of the user is acquired by performing image recognition analysis on the acquired face image. For another example, assuming that the verification message includes a slider control for executing a slider verification operation, the trajectory of the slider verification operation executed by the user through the slider control may be monitored, so as to obtain a corresponding trajectory characteristic according to the monitoring data, and verify the identity information of the user according to the trajectory characteristic.

In the above S12, it is considered that the existing client may acquire the fingerprint information of the user through the power key on the client to implement the start operation of the client, and based on this, the verification message may include a prompt message for guiding to adopt the fingerprint information of the user, so that the user places a corresponding finger on the power key based on the prompt message to implement the acquisition of the fingerprint information of the user, and then compares the acquired fingerprint information of the user with the pre-stored fingerprint information of the user to complete the verification of the identity information of the user; alternatively, the verification message may also include question and answer information for guiding the user to answer the question, such as "7+8=? ", to guide the user to input reply information for the question-answer information, to subsequently verify the identity information of the user based on the reply information of the user, and the like, and the prompt information included in the verification message for guiding the user to input the verification information is not particularly limited.

In 10303, the identity information of the user can be verified according to the verification information input by the user and acquired in step 10302, and specific implementation of the verification can be referred to above or in the content of the prior art.

After the identity information of the user passes the authentication, the above steps 1031 to 1032 may be executed to obtain the configuration information of the target service control, so as to determine the relevant information of the service associated with the target service control according to the configuration information, and establish a call connection with the client corresponding to the service party according to the relevant information. For a detailed description of the configuration information and the related information, see the above related contents. In specific implementation, the related information may be sent to the call server, and the call server establishes a call connection between the client and the client based on the related information. That is, in a specific implementation technical solution, the aforementioned 104 "establishing a call connection with a customer service end corresponding to a service provider based on the relevant information" may specifically include:

1041. and sending the related information to a call server so that the call server establishes call connection between the client and the customer server based on the related information.

In a specific implementation, the call server is located in a 5G message network environment, and the corresponding form may be a single server, a server cluster composed of multiple servers, a virtual server, or a cloud, which is not limited herein. More specifically, because the call connection between the client and the customer service end is realized, the call connection often needs to be transferred through network service provided by an operator, and for this reason, the call service end may specifically refer to an operator service end; the operator refers to a provider providing network services, such as a mobile operator, a unicom operator, a telecommunication operator, and the like. In this embodiment, the specific reference of the call service end is which operator service end, and may be determined according to an operator corresponding to a phone card in the client. For example, if the phone card in the client is the mobile card number, the call server is the mobile operator server; if the telephone card in the client is the communication card number, the communication service end is the communication operator service end, and the like. Furthermore, as can be seen from the related contents described above with respect to steps 1031 to 1032, the related information may include, but is not limited to, a first identifier of the service provider and a second identifier of the service. Correspondingly, the specific implementation of the above-mentioned call server "establishing a call connection between the client and the client based on the relevant information" may include the following steps:

s21, based on the first identification, generating a call request and sending the call request to a customer service end corresponding to the service party;

s22, after receiving response information fed back by the customer service side aiming at the call request, sending the second identifier to the customer service side, so that the customer service side selects one idle customer service side from at least one idle customer service side matched with the service corresponding to the second identifier as a target customer service side according to the second identifier, and a call connection is established between a client side and the target customer service side.

In specific implementation, similarly, the customer service end may be a single server, a server cluster composed of a plurality of servers, a virtual server, or a cloud, and the like, which is not limited herein, as long as the customer service end is ensured to be located in a 5G message network environment. More specifically, a customer service end may refer to a call center of a service party (e.g., a service enterprise); the call center is a unified and efficient service working platform, and integrates all functional departments in an enterprise into a unified window for external contact, and a unified standard service mode is adopted to provide systematic, intelligent and humanized services for users. In this embodiment, the customer service server may be, but is not limited to, a typical call center mainly based on customer service, and the call center mainly based on customer service may have both incoming and outgoing functions, such as processing information query, consultation, complaint and other services of an incoming user, or performing a return visit, satisfaction survey and the like on the user. In specific implementation, the deployment mode of the call center can be, but is not limited to, outsourcing, self-construction, hosting, cloud call center and the like; the cloud call center is a mainstream call center deployment mode, is not limited by time and space, can be flexibly deployed, integrates various communication modes such as traditional telephones, mobile telephones, online customer service, mails and short messages, and communicates various communication channels among enterprises and performs unified management.

After the customer service side feeds back corresponding response information aiming at the call request sent by the call service side, the customer service side indicates that the call connection is agreed; and then, further, according to a second identifier sent by the call service end, at least one idle customer service end matched with the service corresponding to the second identifier is determined, and then the accessed call is distributed to the target customer service end according to a certain distribution rule, so that the call connection between the client and the target customer service end is established, and the target customer service end provides the required service for the user. The customer service end can be, but is not limited to, a landline telephone, a customer service robot, a smart phone and the like; the allocation rules may include, but are not limited to, traffic averaging, prioritization, calling area allocation, subscriber type allocation, last answer seat allocation, etc.

It should be added here that the call connection established in the present embodiment may be, but is not limited to, a voice call, and an audio/video call.

In summary, according to the technical solution provided in this embodiment, a service message including at least one service control may be displayed on the message application interface, and in response to a selection operation triggered by the user for the at least one service control, one service control selected by the user from the at least one service control is used as a target service control, so that a call connection is established with a client corresponding to a service party based on relevant information by obtaining relevant information of a service associated with the target service control. Therefore, the embodiment can successfully realize the establishment of the call connection with the customer service side only by simply selecting and operating the corresponding service control based on the service required by the user, effectively simplifies the operation steps required by the user when the user performs service consultation or handling in a voice call mode, is favorable for improving the satisfaction degree of the user, and is favorable for reducing the manual service pressure and the operation cost from the perspective of the service provider, effectively reducing the service waiting time of the user, and the like.

Fig. 4 is a schematic flowchart illustrating a call method according to another embodiment of the present application, where an execution subject of the call method is a call server, and the call server may be a single server, a server cluster composed of multiple servers, or a cloud, which is not limited herein. More specifically, the call server may refer to an operator server, and the detailed description about the call server may be provided in reference to the corresponding contents in the above embodiments. As shown in fig. 4, the call method includes the following steps:

201. receiving related information of a service related to a target service control sent by a client; the method comprises the steps that a service message is displayed on a message application interface of a client, and the service message comprises at least one service control; the target service control is a service control selected by a user from the at least one service control;

202. and establishing call connection between the client and a customer service end corresponding to the service party based on the relevant information.

The above related descriptions of 201-202 can be referred to above, and are not described in detail here.

In the above, the related information may include, but is not limited to: a first identification of the service party, a second identification of the service; accordingly, in an implementable technical solution, the step 202 "establishing a call connection between the client and a client corresponding to the service provider based on the relevant information" may specifically include:

2021. based on the first identification, generating a call request and sending the call request to a customer service end corresponding to the service party;

2022. and after receiving response information fed back by the customer service side aiming at the call request, sending the second identifier to the customer service side, so that the customer service side selects one idle customer service side from at least one idle customer service side matched with the service corresponding to the second identifier as a target customer service side according to the second identifier, and establishing call connection between a client side and the target customer service side.

The above 2021 to 2022 can be referred to the above related matters, and are not described in detail here.

An embodiment of the present application further provides a call system, and a system architecture of the call system is as described in fig. 3. Specifically, the call system includes:

a client 100 for displaying a service message on a message application interface; the service message comprises at least one service control; responding to a selection operation triggered by a user aiming at the at least one service control, and taking one service control selected by the user from the at least one service control as a target service control; acquiring relevant information of the service associated with the target service control; sending the related information to a call server;

and the call server 200 is configured to establish a call connection between the client and a client corresponding to the service party based on the relevant information.

In specific implementation, the client 100 is a device supporting 5G messaging, for example, the client may be a smart phone, a tablet, a smart wearable device (e.g., a smart watch), and the like used by a user, which is not limited herein. The call server 200 may be, but is not limited to, a single server, a server cluster or a cloud end composed of a plurality of servers, and the like, the call server may be located in a 5G message network environment, and the communication connection between the client 100 and the call server is a 5G communication network. For a detailed description of the call service end, reference may be made to the corresponding contents in the above embodiments, which are not described herein again.

Further, the related information may include, but is not limited to: a first identification of the service party, a second identification of the service; and, the conversation system that this embodiment provides still includes:

a customer service server 300;

the call server 200 is specifically configured to: based on the first identification, generating a call request and sending the call request to a customer service end corresponding to the service party; after receiving response information fed back by the customer service end for the call request, sending the second identifier to the customer service end 300;

the service server 300 is configured to select an idle service server from at least one idle service server matched with a service corresponding to the second identifier as a target client according to the second identifier, so as to establish a call connection between the client and the target service server.

In specific implementation, the customer service end 300 may also be, but not limited to, a single server, a server cluster composed of multiple servers, or a cloud, and the customer service end is located in a 5G messaging network environment, as the call service end 200. For a detailed description of the customer service server 300, reference may be made to the corresponding contents in the above embodiments, and further description is omitted here.

The communication connection mode between the customer service end 300 and the call service end 200 is a 5G communication network. The customer service end may be a landline telephone, a customer service robot, a smart phone, etc., and is not limited herein. The communication mode between the customer service side and the client side is also a 5G communication network.

Here, it should be noted that: the communication system provided in the above embodiments may implement the technical solutions described in the above method embodiments, and the functional principles specifically implemented by the client, the communication server, the customer service server, and the like may refer to the corresponding contents in the above corresponding method embodiments, and are not described herein again. In addition, the call system provided in this embodiment may further include other devices, such as a 5G message management platform, in addition to the above-described devices, such as the client, the call server, the customer service server, and the customer service server, which is not limited herein.

Fig. 5 is a block diagram illustrating a communication device according to an embodiment of the present application. As shown in fig. 5, the payment apparatus includes: a display module 31, a response module 32, an acquisition module 33 and an establishment module 34; wherein,

a display module 31, configured to display the service message on the message application interface; wherein the service message comprises at least one service control;

a response module 32, configured to, in response to a selection operation triggered by a user for the at least one service control, take a service control selected by the user from the at least one service control as a target service control;

an obtaining module 33, configured to obtain relevant information of a service associated with the target service control;

and the establishing module 34 is configured to establish a call connection with the client corresponding to the service provider based on the relevant information.

Further, the establishing module 34, when configured to establish a call connection with a customer service end corresponding to a service party based on the relevant information, is specifically configured to: and sending the related information to a call service end so that the call service end establishes call connection between the client and the customer service end on the basis of the related information.

Further, the related information includes: a first identification of the service party, a second identification of the service; correspondingly, the establishing module 34 is specifically configured to, when the call server establishes a call connection between the client and the customer service end based on the relevant information,: based on the first identification, generating a call request and sending the call request to a customer service end corresponding to the service party; and after receiving response information fed back by the customer service side aiming at the call request, sending the second identifier to the customer service side, so that the customer service side selects one idle customer service side from at least one idle customer service side matched with the service corresponding to the second identifier as a target customer service side according to the second identifier, and establishing call connection between a client side and the target customer service side.

Further, the obtaining module 33, when configured to obtain the relevant information of the service associated with the target service control, is specifically configured to: acquiring configuration information of the target service control; and determining the relevant information of the service associated with the target service control according to the configuration information.

Further, the apparatus provided in this embodiment further includes: and the verification module is used for verifying the identity information of the user before the configuration information of the target service control is acquired, so that the step of acquiring the configuration information of the target service control is executed after the verification is passed.

Further, when the verification module is configured to verify the identity information of the user, the verification module is specifically configured to: displaying the verification message; acquiring verification information input by a user aiming at the verification message; and verifying the identity information of the user by using the verification information.

Further, the verification message includes at least one of: the input control is used for inputting the verification information by the user, and the prompt information is used for guiding the user to input the verification information; correspondingly, when the verification module is used to obtain the verification information input by the user for the verification message, the verification module is specifically used to at least one of the following: responding to the operation triggered by the user aiming at the input control, and acquiring verification information input by the user; and monitoring the input operation triggered by the user according to the prompt message, and acquiring the verification message input by the user. Wherein the type of the input control comprises at least one of the following types: the system comprises a collecting control used for collecting user characteristics, a digital verification code confirming control and a sliding block control used for executing sliding block verification operation; the acquisition control comprises a voice feature acquisition control and a facial feature acquisition control.

Here, it should be noted that: the communication device provided in the foregoing embodiment may implement the technical solution described in the communication method embodiment shown in fig. 2, and the specific implementation principle of each module or unit may refer to the corresponding content in the communication method embodiment shown in fig. 2, which is not described herein again.

Fig. 6 is a block diagram illustrating a communication device according to another embodiment of the present application. As shown in fig. 6, the payment apparatus includes: a receiving module 41 and an establishing module 42; wherein,

a receiving module 41, configured to receive information about a service associated with a target service control sent by a client; the method comprises the steps that a service message is displayed on a message application interface of a client, and the service message comprises at least one service control; the target service control is a service control selected by a user from the at least one service control;

and the establishing module 42 is configured to establish a call connection between the client and a client corresponding to the service provider based on the relevant information.

Further, the related information includes: a first identification of the service party and a second identification of the service; correspondingly, the establishing module 42, when configured to establish a call connection between the client and a customer service end corresponding to the service provider based on the relevant information, is specifically configured to: based on the first identification, generating a call request and sending the call request to a customer service end corresponding to the service party; and after receiving response information fed back by the customer service side aiming at the call request, sending the second identifier to the customer service side, so that the customer service side selects one idle customer service side from at least one idle customer service side matched with the service corresponding to the second identifier as a target customer service side according to the second identifier, and establishing call connection between a client side and the target customer service side.

Fig. 7 shows a schematic structural diagram of an electronic device according to an embodiment of the present application. The electronic device includes a memory 51 and a processor 52. Wherein the memory 51 is configured to store one or more computer instructions, and the processor 52, coupled to the memory 51, is configured to execute one or more computer instructions (e.g., computer instructions implementing data storage logic) to implement the steps in the embodiment of the call method shown in fig. 2.

The memory 51 may be implemented by any type or combination of volatile and non-volatile memory devices, such as Static Random Access Memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic or optical disks.

Further, as shown in fig. 7, the electronic device further includes: communication components 53, display 54, power components 55, and audio components 56. Only some of the components are schematically shown in fig. 7, and it is not meant that the electronic device comprises only the components shown in fig. 7.

An embodiment of the present application further provides another electronic device, which has a structure similar to that of fig. 7. Specifically, the electronic device includes a memory and a processor. Wherein the memory is configured to store one or more computer instructions, and the processor, coupled to the memory, is configured to execute one or more computer instructions (e.g., computer instructions implementing data storage logic) to implement the steps in the embodiment of the call method illustrated in fig. 4.

The memory may be implemented by any type or combination of volatile or non-volatile memory devices, such as Static Random Access Memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic or optical disks.

Further, the electronic device further includes: communication components, power components, and audio components, and the like, but are not limited thereto.

Yet another embodiment of the present application provides a computer program product (not shown in any figure of the drawings). The computer program product comprises a computer program or instructions which, when executed by a processor, cause the processor to implement the steps in the payment method provided by the embodiments described above.

Accordingly, the present application further provides a computer-readable storage medium storing a computer program, where the computer program can implement the payment method steps or functions provided in the foregoing embodiments when executed by a computer.

Through the above description of the embodiments, those skilled in the art will clearly understand that each embodiment can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware. With this understanding in mind, the above-described technical solutions may be embodied in the form of a software product, which can be stored in a computer-readable storage medium such as ROM/RAM, magnetic disk, optical disk, etc., and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute the methods described in the embodiments or some parts of the embodiments.

Finally, it should be noted that: the above embodiments are only used to illustrate the technical solutions of the present application, and not to limit the same; although the present application has been described in detail with reference to the foregoing embodiments, it should be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions in the embodiments of the present application.

Claims

1. A conversation method is applicable to a client side, and comprises the following steps:

2. The method of claim 1, wherein establishing a call connection with a customer service end corresponding to a service party based on the related information comprises:

and sending the related information to a call server so that the call server establishes call connection between the client and the customer server based on the related information.

3. The method of claim 2, wherein the related information comprises: a first identification of the service party, a second identification of the service; and

the call server establishes a call connection between the client and the customer service terminal based on the relevant information, and the call server comprises:

based on the first identification, generating a call request and sending the call request to a customer service end corresponding to the service party;

and after receiving response information fed back by the customer service side aiming at the call request, sending the second identifier to the customer service side, so that the customer service side selects one idle customer service side from at least one idle customer service side matched with the service corresponding to the second identifier as a target customer service side according to the second identifier, and establishing call connection between a client side and the target customer service side.

4. The method according to any one of claims 1 to 3, wherein obtaining information about the service associated with the target service control comprises:

acquiring configuration information of the target service control;

and determining the relevant information of the service associated with the target service control according to the configuration information.

5. The method of claim 4, further comprising, prior to obtaining the configuration information of the target service control:

and verifying the identity information of the user so as to execute the step of acquiring the configuration information of the target service control after the verification is passed.

6. The method of claim 5, wherein verifying the identity information of the user comprises:

displaying the verification message;

acquiring verification information input by a user aiming at the verification message;

and verifying the identity information of the user by using the verification information.

7. The method of claim 6, wherein the verification message comprises at least one of: the input control is used for inputting the verification information by the user, and the prompt information is used for guiding the user to input the verification information; and

acquiring the verification information input by the user aiming at the verification message, wherein the verification information comprises at least one of the following:

responding to the operation triggered by the user aiming at the input control, and acquiring verification information input by the user;

monitoring the input operation triggered by the user according to the prompt information, and acquiring verification information input by the user;

wherein the type of the input control comprises at least one of the following types: the system comprises a collecting control used for collecting user characteristics, a digital verification code confirming control and a sliding block control used for executing sliding block verification operation; the acquisition control comprises a voice feature acquisition control and a facial feature acquisition control.

8. A call method is applicable to a call server, and comprises the following steps:

and establishing communication connection between the client and the customer service end corresponding to the service party based on the related information.

9. The method of claim 8, wherein the related information comprises: a first identification of the service party, a second identification of the service; and

based on the related information, establishing a call connection between the client and a customer service end corresponding to the service party, including:

10. A telephony system, comprising:

11. The system of claim 10, wherein the related information comprises: a first identification of the service party, a second identification of the service; and, the system further comprises:

a customer service server;

the call server is specifically configured to: based on the first identification, generating a call request and sending the call request to a customer service end corresponding to the service party; after response information fed back by the customer service side for the call request is received, sending the second identifier to the customer service side;

and the customer service side is used for selecting one idle customer service side from at least one idle customer service side matched with the service corresponding to the second identifier as a target client side according to the second identifier so as to establish communication connection between the client side and the target customer service side.

12. An electronic device, comprising: a memory and a processor, wherein,

the memory to store one or more computer instructions;

the processor, coupled with the memory, configured to execute the one or more computer instructions to implement the steps of the method of any of claims 1 to 7 or to implement the steps of the method of any of claims 8 or 9.