TW201840174A - System and method for simultaneously providing customer service telephone and multi-content access accurately provide customer information required for subscribers and effectively reduce customer service labor force costs - Google Patents
System and method for simultaneously providing customer service telephone and multi-content access accurately provide customer information required for subscribers and effectively reduce customer service labor force costs Download PDFInfo
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本發明係關於一種同時提供客服電話及多元內容存取的系統及方法,特別是一種利用資訊與通訊合作機制,以及內容管理與派送技術,以提供多元客服內容存取的方式,讓用戶不管藉由打客服電話、使用客服App或瀏覽器上網,均可接取至透過一致性內容管理所建立之客服內容,並可建立用戶端與客服端同時進行通訊與資訊內容分享的系統及方法。 The present invention relates to a system and method for simultaneously providing customer service telephone and multi-content access, in particular, a method for utilizing information and communication cooperation, and content management and delivery technology to provide multiple customer service content access methods, so that users can borrow By calling the customer service, using the customer service app or the browser to access the Internet, the customer service content established through the consistent content management can be accessed, and the system and method for simultaneous communication and information content sharing between the client and the client can be established.
目前常見的客服方式包括電話語音客服與網路客服,前者透過語音電話網路提供,可能使用一般市話或受話方付費電話,但純粹語音通訊不容易清楚描述用戶的問題與客服人員的答覆,也耗費客服人力資源,因此透過網路客服如客服網頁或客服App,可提供用戶更多的視覺化客服資訊內容,是另一種與用戶互動的輔助管道,但較缺乏即時性,且需用戶自行搜尋也較不便利。為了兼容上述兩種客服方式的優點,於是開始有整合通訊與客服資訊內容之發明提出。 At present, the common customer service methods include telephone voice customer service and online customer service. The former is provided through the voice telephone network, and may use the general local telephone or the called party payphone. However, pure voice communication is not easy to clearly describe the user's problem and the customer service staff's reply. It also consumes customer service human resources. Therefore, through online customer service such as customer service webpage or customer service app, it can provide users with more visual customer service information content. It is another auxiliary channel for interacting with users, but it lacks immediacy and requires users to Search is also less convenient. In order to be compatible with the advantages of the above two customer service methods, the invention of integrated communication and customer service information content was initiated.
美國專利US9112952提出之方法乃是接受用戶裝置自 Internet發起的客服需求,透過網站輸入取得相關識別資訊及參數,從而以第三方呼叫控制(3rd party call control)技術,先發起一通呼叫到Call Center,再發起第二通呼叫到用戶端話機,而後將兩呼叫橋接起來,建立用戶與客服端的通話,但此發明並未能支援由一般電話撥入之客服需求。 The method proposed by US Pat. No. 9112952 is to accept the customer service request initiated by the user device from the Internet, and obtain related identification information and parameters through the website input, so as to initiate a call to the Call Center by using the third party call control technology. Then initiate a second call to the client phone, then bridge the two calls to establish a call between the user and the client, but the invention does not support the customer service demand dialed by the general phone.
美國專利US 2012/0257002 A1提出一套裝置、系統及方法,將語音話機與IP連線顯示裝置關聯,使話機撥打受話方付費電話後可將視覺化內容送至其關聯的顯示裝置上,該發明為了保留自動來話號碼識別(ANI)及撥號識別服務(DNIS)必須使用受話方付費電話,對於多數非使用受話方付費電話的企業或店家,將使客服電話應用大為受限。 U.S. Patent No. 2012/0257002 A1 proposes a device, system and method for associating a voice telephone with an IP connection display device, so that the phone can send the visualized content to its associated display device after dialing the recipient's payphone. In order to retain the Automatic Calling Number Identification (ANI) and Dialing Identification Service (DNIS), the invention must use the toll-paying telephone. For most enterprises or stores that do not use the payphone of the called party, the customer service telephone application will be greatly limited.
台灣專利I427993提出之方法係讓網頁電話使用者發出網頁電話請求時,即配置給該網頁電話使用者一專屬索引號,並在受話端由該撥出號碼中的專屬索引號,啟動收話端與該網頁電話使用者之網頁互動應用,語音通話仍可進行網頁分享同步等網頁互動功能。然而此發明仍局限於網頁電話使用者,對於使用一般市話或行動電話的廣大用戶,並無法滿足在客服通話過程分享資訊內容的需求。 The method proposed by Taiwan Patent No. I427993 is to enable a webpage telephone user to make a webpage telephone request, that is, to configure a dedicated index number for the webpage telephone user, and start the receiving end by the exclusive index number in the dialing number at the receiving end. Interacting with the webpage user of the webpage user, the voice call can still perform webpage interaction functions such as webpage sharing synchronization. However, the invention is still limited to web phone users, and the majority of users who use general local or mobile phones cannot satisfy the need to share information content during the customer service call.
另台灣專利201603553提出一種在網頁上進行通訊操控之總機設備及其使用方法,在受話端以瀏覽器方式實現總機功能,結合電腦網路、電話網路及資料庫,可顯示值機人員處於線上或空閒狀態,而將來話準確轉接至空閒人員分機,並顯示來電用戶資料,保存來電記錄。但此發明僅針對受話方之資訊應用,未能提供資訊內容分享給發話方。 Another Taiwan patent 201603553 proposes a switchboard device for communication control on a webpage and its use method. The switchboard implements the switchboard function in a browser mode, and combines the computer network, the telephone network and the database to display the check-in personnel on the line. Or idle state, and the future words are accurately transferred to the idle personnel extension, and the incoming call user data is displayed, and the call record is saved. However, this invention is only for the information application of the called party, and fails to provide information content to the Talker.
由此可見,上述各種習用方式無法兼顧在用戶端與客服端之間,透過語音電話溝通並提供多元客服資訊內容的存取與管理,實非 一良善之設計者,而亟待加以改良。 It can be seen that the above various methods of application cannot balance the access and management of the content of the multi-customer service information between the client and the client, and it is not a good designer, and needs to be improved.
本案發明人鑑於上述習用方式所衍生的各項缺點,乃亟思加以改良創新,並經多年苦心孤詣潛心研究後,終於成功研發完成本發明之同時提供客服電話及多元內容存取的系統及方法。 In view of the shortcomings derived from the above-mentioned conventional methods, the inventors of the present invention have improved and innovated, and after years of painstaking research, finally successfully developed the system and method for providing customer service telephone and multi-content access while completing the present invention.
本發明之一種同時提供客服電話及多元內容存取的系統及方法,其係包含(1)於電話用戶端提供除了撥打傳統IVR及語音客服電話以外,藉由將發話端電話號碼與具顯示能力的設備如智慧型裝置綁定,使一般用戶打客服電話同時也可取得視覺化客服資訊;(2)於客服人員終端提供來話派送至空閒客服語音話機與內容顯示裝置之綁定機制,使客服人員可與用戶分享客服資訊;(3)於客服平台端提供單一內容接取與管理平台,兼具通訊及資訊內容管理。本發明結合客服電話通訊與資訊內容派送,達成用戶端與客服端之語音通話及多元內容存取互動。 The invention provides a system and method for simultaneously providing a customer service telephone and a multi-content access, which comprises (1) providing, at the telephone user terminal, a telephone number and a display capability of the calling terminal in addition to the traditional IVR and the voice customer service telephone. The device is bound by a smart device, so that the general user can obtain the visual customer service information while calling the customer service; (2) providing the binding mechanism of the incoming call to the idle customer service voice phone and the content display device at the customer service terminal. Customer service personnel can share customer service information with users; (3) Provide a single content access and management platform on the customer service platform side, with communication and information content management. The invention combines customer service telephone communication and information content delivery to achieve voice communication and multi-content access interaction between the client and the customer service.
本發明提供一種同時提供客服電話及多元內容存取的系統,包含一客服需求偵測模組,接收來自不同用戶終端的客服需求,並判斷客服需求之種類,一內容管理伺服器,提供客服端單一介面,管理純語音客服及資通訊整合客服內容,並透過顯示裝置接取的多媒體資訊內容,一資料庫,儲存客服內容框架及動態內容資訊,並儲存來自該內容管理伺服器之客服語音及多媒體資訊內容,一SIP通訊應用伺服器,執行電話方式呼叫客服,以呼叫純語音客服以及該資通訊整合客服,一通訊媒體伺服器,係接受該SIP通訊應用伺服器轉接來之純語音客服呼叫,提供IVR 播音收碼功能,並接受來自該內容管理伺服器之IVR設定及語音源管理,一客服資訊內容伺服器,提供用戶端及客服端使用顯示裝置,可連結接取客服資訊內容,並接受來自該內容管理伺服器針對客服版面設計及多媒體資訊內容管理,一資通訊合作伺服器,係接受顯示裝置所安裝用戶端應用程式之認證及登入需求,接受該SIP通訊應用伺服器之詢問以確認來電發話號碼已經綁定任一顯示裝置,並通知顯示裝置之用戶端應用程式連線至該客服資訊內容伺服器,以及接受該客服資訊內容伺服器與用戶端應用程式互動需求,對該SIP通訊應用伺服器發出通訊需求或變更通訊狀態,以及一客服派送伺服器,接受來自該通訊媒體伺服器之純語音客服呼叫,在多個客服座席台中,選定空閒客服人員進行來電呼叫及對應顯示裝置的客服內容派送。 The invention provides a system for simultaneously providing customer service telephone and multiple content access, comprising a customer service demand detection module, receiving customer service requirements from different user terminals, and determining the type of customer service demand, a content management server, providing a customer service terminal A single interface, managing pure voice customer service and capital communication to integrate customer service content, and accessing multimedia information content through a display device, a database, storing customer service content framework and dynamic content information, and storing customer service voices from the content management server and Multimedia information content, a SIP communication application server, performing telephone call service, calling pure voice service and the communication communication integration customer service, a communication media server, accepting the SIP communication application server to transfer pure voice service Call, provide IVR broadcast code collection function, and accept IVR settings and voice source management from the content management server, a customer service information content server, provide user and customer service use display device, can connect to access customer service information content, And accept the content management server for the customer service layout Design and multimedia information content management, a communication communication cooperation server, accepts the authentication and login requirements of the user application installed on the display device, accepts the inquiry of the SIP communication application server to confirm that the incoming call number has been bound to any display. And notifying the user application of the display device to connect to the customer service content server, and accepting the interaction requirement between the customer service content server and the client application, and transmitting communication requirements or changing communication to the SIP communication application server The status, and a customer service delivery server, accepts a pure voice customer service call from the communication media server, and selects an idle customer service agent to make an incoming call and a customer service content delivery of the corresponding display device in the plurality of customer service agents.
其中該客服需求偵測模組係分散內建於該SIP通訊應用伺服器、該資通訊合作伺服器及該客服資訊內容伺服器中,分別偵測客服需求來自純語音電話、已綁定顯示裝置之電話、客服App、或瀏覽器。 The customer service demand detection module is dispersedly built in the SIP communication application server, the resource communication cooperation server and the customer service information content server, respectively detecting the customer service demand from the pure voice phone, the bound display device Phone, customer service app, or browser.
其中該SIP通訊應用伺服器與該資通訊合作伺服器之間要求分為正向傳送及反向傳送,可使用HTTP或HTTPS協定傳送資訊,正向傳送資訊類型包括查詢門號是否綁定顯示裝置與推播門號所綁定顯示裝置之用戶端程式,反向傳送資訊類型主要為顯示裝置要求發起、結束通訊或改變通訊狀態。 The SIP communication application server and the resource communication cooperation server are required to be divided into forward transmission and reverse transmission, and information can be transmitted using HTTP or HTTPS protocol, and the forward transmission information type includes whether the query gate number is bound to the display device. The user terminal program of the display device bound to the push gate number, the reverse transmission information type is mainly for the display device to request to initiate, end communication or change the communication state.
其中該資通訊合作伺服器將與安裝於顯示裝置中的應用程式連線,應用程式在用戶端可為智慧手機或平板中之Android或iOS App,而在客服端可為客服專用電腦中的Windows程式。 The communication communication server will be connected to the application installed in the display device, and the application can be an Android or iOS app in a smart phone or a tablet on the user side, and a Windows in a customer service dedicated computer on the client side. Program.
其中該通訊媒體伺服器具有文字轉語音功能,可將該內容管理伺服器儲存於該資料庫之客服文字資訊,以語音播放。 The communication media server has a text-to-speech function, and the content management server can store the customer service text information in the database for playing by voice.
其中該客服資訊內容伺服器為一回應式網頁設計的網站,可提供不同類型及尺寸的顯示裝置呈現客服資訊內容 The customer service information content server is a responsive webpage design website, and can provide different types and sizes of display devices to present customer service information content.
其中該內容管理伺服器提供每一客戶單一管理介面及帳號,並具有多種語音IVR框架樣版及資訊內容呈現樣版,可供客服內容管理時挑選及變更。 The content management server provides a single management interface and account number for each customer, and has a plurality of voice IVR frame templates and information content presentation templates, which can be selected and changed during customer service content management.
其中該資料庫儲存客服電話號碼、純語音客服入口位址、語音檔連結、客服資訊內容入口位址、客服資訊內容及連結、與客戶資料庫連結位址。 The database stores the customer service telephone number, the pure voice customer service entrance address, the voice file link, the customer service information content entry address, the customer service information content and the link, and the customer database link address.
其中該客服派送伺服器以SIP協定接受來自該SIP通訊應用伺服器的客服呼叫,並以HTTP或HTTPS與該資通訊台作伺服器介接,傳送資訊類型包括查詢來話門號是否綁定顯示裝置,以及推播客服端顯示裝置擬同步至用戶端顯示裝置的客服內容連結訊號。 The customer service delivery server accepts the customer service call from the SIP communication application server by using the SIP protocol, and connects to the server via the HTTP or HTTPS server. The transmission information type includes querying whether the incoming door number is bound or displayed. The device, and the customer service content link signal that is pushed to the client display device to be synchronized to the user display device.
本發明提供一種同時提供客服電話及多元內容存取的方法,其步驟包含:判斷用戶終端接入客服系統的方式;若用戶終端以瀏覽器接入,直接連結用戶終端至一客服資訊內容伺服器之對應客服資訊內容;若用戶終端以應用程式接入,則除了直接連接至客服資訊內容外,並提供用戶於客服資訊內容點擊電話接通客服人員,點擊後應用程式通知一資通訊合作伺服器將應用程式與發話用戶識別碼綁定,將應用程式發話之客服 呼叫導引一客服派送伺服器;若用戶終端以電話方式接入,則呼叫由一SIP通訊應用伺服器透過一通訊媒體伺服器播放語音導引,查詢該資通訊合作伺服器該發話門號是否綁定顯示裝置,若已綁定則要求該資通訊合作伺服器推播客服內容連結訊息至綁定之顯示裝置,並將呼叫導引至該客服派送伺服器;用戶之顯示裝置收到推播後即可連線至客服資訊內容;以及進行空閒客服人員檢選派送流程。 The invention provides a method for simultaneously providing a customer service telephone and a multi-content access, the steps comprising: determining a manner in which the user terminal accesses the customer service system; if the user terminal accesses the browser, directly connecting the user terminal to a customer service information content server Corresponding to the customer service information content; if the user terminal is accessed by the application program, in addition to directly connecting to the customer service information content, and providing the user to click on the customer service information content to click on the customer service personnel, and clicking the application program to notify the capital communication communication server Binding the application to the calling user ID, directing the customer service call of the application to a customer service dispatch server; if the user terminal is accessed by telephone, the call is sent by a SIP communication application server through a communication media server Playing the voice guide, querying whether the calling communication number of the communication communication server is bound to the display device, and if bound, requesting the communication communication server to push the customer service content link message to the bound display device, and calling Guided to the customer service delivery server; the user's display device can be connected after receiving the push broadcast To the customer service information content; and the idle customer service personnel inspection and delivery process.
其中若客服端使用IMS-based IP Centrex電話服務,則空閒客服人員檢選派送步驟如下:所有客服人員所屬之IP Centrex門號事先進行與顯示裝置綁定;以IP Centrex多路自動尋線功能找到任一空閒客服門號;該空閒客服門號利用IMS被叫端服務觸發;該空閒客服門號之對應的客服人員接通來話呼叫;要求該資通訊合作伺服器推播來話用戶相關客服連結,至該客服門號綁定之顯示裝置;要求該資通訊合作伺服器推播客服連結資訊至來話用戶之綁定顯示裝置;以及客服端與用戶端通話並同步顯示客服內容。 If the customer service terminal uses the IMS-based IP Centrex telephone service, the idle customer service personnel check delivery steps are as follows: the IP Centrex door number of all the customer service personnel is bound to the display device in advance; and the IP Centrex multi-channel automatic line hunting function is found. Any idle customer service door number; the idle customer service door number is triggered by the IMS called party service; the corresponding customer service personnel of the idle customer service door number is connected to the incoming call; the resource communication cooperation server is required to push the incoming user related customer service Linking to the display device bound to the customer service door number; requesting the resource communication cooperation server to push the customer service link information to the binding display device of the incoming user; and the customer service terminal and the user terminal to talk and simultaneously display the customer service content.
其中若客服端非使用IMS-based IP Centrex電話服務,則空閒客服人員檢選派送步驟如下:所有客服人員之電話門號事先進行與顯示裝置綁定;該客服派送伺服器紀錄並維持客服人員即時狀態; 該客服派送伺服器依照既定規則選定空閒客服門號;該空閒客服門號之客服人員接通來話呼叫;要求資通訊合作伺服器推播來話用戶相關客服連結,至該客服門號綁定之顯示裝置;要求資通訊合作伺服器推播客服連結資訊至來話用戶之綁定顯示裝置;以及客服端與用戶端通話並同步顯示客服內容。 If the customer service terminal does not use the IMS-based IP Centrex telephone service, the idle customer service personnel check delivery step is as follows: the telephone number of all the customer service personnel is bound in advance with the display device; the customer service dispatches the server record and maintains the customer service personnel immediately. The customer service dispatch server selects the idle customer service door number according to the established rules; the customer service personnel of the idle customer service door number connects to the incoming call; and the service communication cooperation server pushes the incoming user service link to the customer service door number. The binding display device; the communication communication cooperation server is required to push the customer service connection information to the binding display device of the incoming user; and the customer service terminal talks with the user terminal and simultaneously displays the customer service content.
其中若客服端非使用IMS-based IP Centrex電話服務,則空閒客服人員檢選派送步驟如下:以多路自動尋線功能找到空閒客服門號;該客服派送伺服器廣播至所有客服人員所屬之顯示裝置;空閒客服門號之客服人員接通來話呼叫,並於顯示裝置回應該客服派送伺服器;要求該資通訊合作伺服器推播客服連結資訊至來話用戶之綁定顯示裝置;以及客服端與用戶端通話並同步顯示客服內容。 If the customer service terminal does not use the IMS-based IP Centrex telephone service, the idle customer service personnel check delivery step is as follows: the idle automatic customer service door number is found by the multi-channel automatic line hunting function; the customer service delivery server broadcasts to the display of all the customer service personnel. The device; the customer service personnel of the idle customer service door number connects the incoming call, and the service device sends the server to the display device; the resource communication cooperation server is required to push the customer service link information to the binding display device of the incoming user; The terminal talks with the client and simultaneously displays the customer service content.
其中該客服派送伺服器選定空閒客服門號之規則可為空閒最久、服務累計時間最短、服務次數最少或固定排序。 The rules for the customer service dispatch server to select the idle customer service door number may be the longest idle time, the shortest service accumulation time, the minimum number of services, or a fixed order.
其中客服單一平台內容管理步驟如下:以瀏覽器連線至該內容管理伺服器,輸入帳號、密碼登入系統;選擇擬管理之客服內容類型;若為純語音客服,連結至語音客服內容樣版頁面,設定IVR互動式語音階 層數及每階層選項數目後,選擇以錄音檔、文字轉語音、或即時錄音提供IVR語音音源,並將文字或語音內容寫入資料庫,最後於通訊媒體伺服器產生或更新IVR邏輯;以及若為多媒體資訊客服,連結至資訊客服內容樣版頁面,設定版面選項之版型、配色、字體,選擇內容類型為文字、聲音、圖片、或影片,並上載內容至資料庫,最後於客服資訊內容伺服器產生或更新網頁架構。 The customer service single platform content management steps are as follows: connect to the content management server by browser, input account and password to log in to the system; select the type of customer service content to be managed; if it is pure voice customer service, link to the voice customer service content sample page After setting the number of IVR interactive voice layers and the number of options for each level, select to provide the IVR voice source in the recording file, text-to-speech, or instant recording, and write the text or voice content into the database, and finally generate it on the communication media server. Or update the IVR logic; and if it is a multimedia information customer service, link to the information service customer content sample page, set the layout option, color, font, select the content type as text, sound, picture, or video, and upload the content to the data. The library finally generates or updates the web page structure on the customer service content server.
其中用戶端與客服端之語音話機與顯示裝置綁定步驟如下:依顯示裝置類型分別安裝所屬用戶端應用程式;顯示裝置執行應用程式,連線至該資通訊合作伺服器;應用程式執行後要求輸入擬綁定之電話號碼;若輸入行動電話號碼,則該資通訊合作伺服器透過行動簡訊平台發送簡訊驗證碼至該行動號碼註冊之手機,顯示裝置輸入驗證碼確認送出完成與行動門號綁定;以及若輸入市話門號,則以市話話機撥打驗證電話至該SIP通訊應用伺服器,通知資通訊合作伺服器,並於顯示裝置送出確認至該資通訊合作伺服器完成與市話門號綁定。 The steps of binding the voice phone to the display device of the client and the client are as follows: the user application is installed according to the display device type; the display device executes the application, and connects to the communication communication server; the application is executed after the application is executed. Enter the phone number to be bound; if the mobile phone number is entered, the communication communication server sends the SMS verification code to the mobile phone registered by the mobile number through the mobile newsletter platform, and the display device inputs the verification code to confirm that the delivery completion is tied to the mobile phone number. If the local telephone number is entered, the local telephone number is used to dial the verification telephone to the SIP communication application server, the communication communication cooperation server is notified, and the confirmation device sends a confirmation to the communication communication cooperation server to complete the local communication. The door number is bound.
本發明一種同時提供客服電話及多元內容存取的系統及方法,與其他習用技術相互比較時,更具備下列優點: The invention provides a system and a method for simultaneously providing a customer service telephone and a multi-content access, and has the following advantages when compared with other conventional technologies:
1. 本發明透過電話號碼與顯示裝置綁定流程,可使用戶端與客服端同時具備語音通話及資訊客服內容接取能力,提供用戶自行搜尋客服資訊,或與客服人員通話時,允許客服人員導引至其所需客服資訊,達到快速資 訊分享,準確提供用戶所需客服資訊,有效降低客服人力成本的效益。 1. The invention binds the phone number to the display device, so that the user terminal and the customer service terminal can simultaneously have the voice call and the information service content access capability, and provide the user to search for the customer service information, or allow the customer service personnel to talk with the customer service personnel. Guide to the required customer service information, achieve fast information sharing, accurately provide customer service information, and effectively reduce the cost of customer service labor.
2. 本發明藉由共通客服接取平台,提供不同類型用戶終端接取客服方式,包括傳統語音、網際網路接取、及整合語音通訊及資訊內容等,提高客服服務之用戶涵蓋面。 2. The present invention provides a user service access method for different types of user terminals through a common customer service access platform, including traditional voice, internet access, and integrated voice communication and information content, thereby improving user coverage of customer service.
3. 本發明可根據客服端採用之通訊技術,採取不同方式的空閒客服人員選擇及客服內容派送,擴大客服端應用範圍,提供企業不須建置專屬客服系統,降低整體客服服務建置成本。 3. According to the communication technology adopted by the customer service terminal, the invention can adopt different methods of idle customer service personnel selection and customer service content delivery, expand the application scope of the customer service terminal, and provide the enterprise without the need to build a dedicated customer service system, thereby reducing the overall customer service service construction cost.
4. 本發明提供客服內容管理員一個客服內容管理介面,使各企業可在單一管理平台上,根據擬提供其用戶接取之客服內容,進行包括語音客服及資訊客服內容之上載更新,使客服內容管理更具時效性。 4. The invention provides a customer service content management interface for the customer service content administrator, so that each enterprise can perform uploading update including voice customer service and information customer service content on the single management platform according to the customer service content to be provided by the user. Content management is more time efficient.
110‧‧‧語音話機 110‧‧‧Voicephone
120‧‧‧語音話機 120‧‧‧Voicephone
125‧‧‧顯示裝置 125‧‧‧ display device
130‧‧‧智慧型裝置 130‧‧‧Smart device
140‧‧‧個人電腦或筆電 140‧‧‧Personal computer or laptop
150‧‧‧語音話機 150‧‧‧Voicephone
155‧‧‧顯示裝置 155‧‧‧Display device
160‧‧‧客服內容管理終端 160‧‧‧Customer Service Content Management Terminal
200‧‧‧多元內容客服系統 200‧‧‧Multiple Content Customer Service System
210‧‧‧客服需求偵測模組 210‧‧‧Customer Service Demand Detection Module
220‧‧‧SIP通訊應用伺服器 220‧‧‧SIP communication application server
230‧‧‧資通訊合作伺服器 230‧‧‧Communication Cooperation Server
240‧‧‧通訊媒體伺服器 240‧‧‧Communication Media Server
250‧‧‧客服資訊內容伺服器 250‧‧‧Customer Information Content Server
260‧‧‧資料庫 260‧‧‧Database
270‧‧‧內容管理伺服器 270‧‧‧Content Management Server
280‧‧‧客服派送伺服器 280‧‧‧Customer Service Delivery Server
S301~S313‧‧‧步驟流程 S301~S313‧‧‧Step procedure
S401~S414‧‧‧步驟流程 S401~S414‧‧‧Step process
S501~S511‧‧‧步驟流程 S501~S511‧‧‧Step procedure
S601~S610‧‧‧步驟流程 S601~S610‧‧‧Step procedure
圖1係為本發明之多元內容客服系統與外部終端介接示意圖。 FIG. 1 is a schematic diagram of a multi-content customer service system and an external terminal according to the present invention.
圖2係為本發明之多元內容客服系統的架構示意圖。 2 is a schematic diagram of the architecture of the multi-content customer service system of the present invention.
圖3為本發明之多元用戶終端接取客服內容流程之步驟流程圖。 FIG. 3 is a flow chart showing the steps of the multi-user terminal receiving the customer service content process according to the present invention.
圖4為本發明之空閒客服人員檢選派送流程之步驟流程圖。 4 is a flow chart showing the steps of the idle customer service personnel selection and delivery process of the present invention.
圖5為本發明之客服單一平台內容管理流程之步驟流程圖。 FIG. 5 is a flow chart of steps of a customer service single platform content management process according to the present invention.
圖6為本發明之語音話機與顯示裝置之綁定流程之步驟流程圖。 FIG. 6 is a flow chart showing the steps of the binding process of the voice phone and the display device of the present invention.
請參閱圖1所示,為本發明之多元內容客服系統與外部 終端介接示意圖。用戶端接取此客服系統之終端包含語音話機110、語音話機120、綁定語音話機之顯示裝置125、安裝客服App之智慧型裝置130、具有瀏覽器之個人電腦或筆電140,客服端接取此客服系統之終端包含客服座席台之語音話機150、與客服座席台話機綁定之顯示裝置155、客服內容管理終端160。其中多元內容客服系統200可提供三種類型用戶終端客服服務,包括純語音通訊、純資訊內容、及通訊與資訊內容整合服務。 Please refer to FIG. 1 , which is a schematic diagram of a multi-content customer service system and an external terminal according to the present invention. The client terminal accessing the customer service system includes a voice phone 110, a voice phone 120, a display device 125 for binding a voice phone, a smart device 130 for installing a customer service app, a personal computer with a browser or a laptop 140, and a customer service terminal. The terminal of the customer service system includes a voice phone 150 of the customer service agent station, a display device 155 bound to the customer service agent phone, and a customer service content management terminal 160. The multi-content customer service system 200 can provide three types of user terminal customer service, including pure voice communication, pure information content, and communication and information content integration services.
請參閱圖2所示,為本發明之多元內容客服系統的架構示意圖,藉由客服需求偵測模組210接受用戶之客服需求,判斷此需求為單純語音通訊、已綁訂顯示裝置之語音通訊、或純資訊連結,此模組可內建於SIP通訊應用伺服器220及資通訊合作伺服器230,此二伺服器前者處理以通訊呼叫客服的服務邏輯,並將呼叫導引至通訊媒體伺服器240,以提供用戶話機語音IVR;後者則維持與用戶App連線及提供呼叫通訊與顯示裝置綁定,以導引用戶App直接連結、或以推播用戶所綁定顯示裝置,接取客服資訊內容伺服器250所提供之資訊內容。內容管理伺服器270則提供客服端單一管理介面,將語音客服所需純語音內容與資訊客服內容供裝於資料庫260,分別提供通訊媒體伺服器240與客服資訊內容伺服器250接取。當用戶終端在讀取客服語音或資訊內容之後,若擬轉接客服人員接聽,則此客服需求將導入客服派送伺服器280,選定空閒客服人員之話機終端及其綁定之顯示裝置,以利客服人員在與用戶語音通話同時,可於顯示裝置操作,藉由客服派送伺服器280配合資通訊合作伺服器230,推播至用戶端顯示裝置,以導引用戶至所需客服資訊內容。 Please refer to FIG. 2 , which is a schematic diagram of the architecture of the multi-content customer service system of the present invention. The customer service demand detection module 210 accepts the customer service demand of the user, and determines that the demand is a voice communication of a simple voice communication and a bound display device. Or a pure information link, the module can be built in the SIP communication application server 220 and the communication communication cooperation server 230. The former server processes the service logic of the communication call customer service and directs the call to the communication medium servo. The device 240 is configured to provide a user phone voice IVR; the latter maintains connection with the user app and provides call communication and display device binding to guide the user app to directly link or push the display device bound by the user to access the customer service. The information content provided by the information content server 250. The content management server 270 provides a single management interface for the customer service, and supplies the pure voice content and the information customer service content required by the voice service to the data library 260, and provides the communication media server 240 and the customer service information content server 250 respectively. After the user terminal reads the customer service voice or information content, if the customer service personnel intends to answer the call, the customer service request will be imported into the customer service dispatch server 280, and the phone terminal of the idle customer service personnel and its bound display device are selected to facilitate At the same time as the voice call with the user, the customer service personnel can operate on the display device, and the customer service dispatch server 280 cooperates with the communication communication cooperation server 230 to push the user display device to guide the user to the required customer service information content.
本發明提出一套同時提供客服電話及多元內容存取的 方法,包含多元用戶終端接取客服內容方法、空閒客服人員檢選派送方法、客服單一平台內容管理方法及語音話機與顯示裝置之綁定方法,分述如下。 The invention provides a method for simultaneously providing customer service telephone and multi-content access, including a multi-user terminal accessing customer service content method, an idle customer service personnel selection and delivery method, a customer service single platform content management method, and a binding of a voice phone and a display device. The method is described as follows.
請參閱圖3所示,為本發明之多元用戶終端接取客服內容流程之步驟流程圖,其步驟包括:S301:來自各種不同類型用戶終端之客服需求進入系統;S302:由客服需求偵測模組判斷用戶終端接入方式為電話、App或網頁;S303:若客服需求為電話發起,呼叫由SIP通訊應用伺服器導引至通訊媒體伺服器播放互動語音;S304:SIP通訊應用伺服器查詢資通訊合作伺服器,確定來話電話是否綁定顯示裝置;S305:若已綁定顯示裝置,則由資通訊合作伺服器推播訊息至所綁定之顯示裝置;S306:顯示裝置收到推播後,可連線至客服資訊內容伺服器自行接取客服資訊內容;S307:SIP通訊應用伺服器接收到呼叫後將其導引至客服派送伺服器;S308:進行客服人員檢選派送流程;S309:若客服需求為App發起,客服App直接連結至客服資訊內容伺服器;S310:若點擊客服App上所連結之客服電話;S311:客服App連線之資通訊合作伺服器綁定此App及以此App發話之用戶識別,如行動門號或VoIP用戶識別碼,最後執行步驟S307、步驟S308; S312:若客服需求為瀏覽器發起,連結至客服資訊內容伺服器,若點擊網頁上提供的Web-to-dial客服電話,則呼叫直接導引至客服派送伺服器執行步驟S308,並可依據電話發起之客服,可依顯示裝置與門號綁定流程完成電話門號與其顯示裝置之綁定(步驟S313)。 Please refer to FIG. 3, which is a flow chart of the steps of the multi-user terminal receiving the customer service content process according to the present invention. The steps include: S301: customer service requirements from various types of user terminals enter the system; S302: detection mode by the customer service demand The group judges that the access mode of the user terminal is a phone, an app or a webpage; S303: if the customer service demand is initiated by the phone, the call is directed by the SIP communication application server to the communication media server to play the interactive voice; S304: SIP communication application server query The communication cooperation server determines whether the incoming call is bound to the display device; S305: if the display device is bound, the communication communication server pushes the message to the bound display device; S306: the display device receives the push broadcast After that, the server can be connected to the customer service information content server to receive the customer service information content; S307: the SIP communication application server receives the call and then directs it to the customer service delivery server; S308: performs the customer service personnel inspection and delivery process; S309 : If the customer service demand is initiated by the App, the customer service app directly links to the customer service information content server; S310: If you click on the guest on the customer service app Telephone; S311: Customer service connection network communication cooperation server binds the App and the user identification of the App, such as the mobile phone number or the VoIP user identification code, and finally performs steps S307 and S308; S312: If the customer service needs Initiated for the browser, linked to the customer service information content server, if you click on the Web-to-dial customer service phone provided on the webpage, the call is directly directed to the customer service delivery server to perform step S308, and can be based on the customer service initiated by the phone. The binding of the telephone door number to its display device is completed according to the display device and the door number binding process (step S313).
請參閱圖4所示,為本發明之空閒客服人員檢選派送流程之步驟流程圖,且客服派送流程依照客服終端採用技術分為三類,其步驟包括:S401:客服派送伺服器接收到客服派送需求;S402:客服終端話機為IP Centrex門號;S403:來話使用IP Centrex之多路自動尋線服務機能,找到一空閒客服門號;S404:呼叫該空閒門號,並透過IMS被叫端服務觸發設定,接通客服電話終端;S405:透過資通訊合作伺服器推播來話用戶相關客服連結至空閒客服門號綁定之顯示裝置;S406:接著透過資通訊合作伺服器推播客服連結至來話者電話索綁定之顯示裝置;S407:之後客服端便可與用戶端通話,同時透過資通訊合作伺服器推播連結至用戶端顯示裝置,以同步導引用戶取得所需客服內容;S408:若客服終端話機非IP Centrex門號,但客服派送伺服器維持並掌握所有可連線客服人員狀態時:S409:客服派送伺服器依既定規則,如空閒最久、服務累計時間最短、服 務次數最少、固定排序等,選出空閒客服門號;S410:接通來話至該空閒門號電話終端後,執行步驟S405至步驟S407;S408:若客服終端話機非IP Centrex門號,且客服派送伺服器280未維持客服人員狀態時;S411:使用多路自動尋線服務機能,該自動尋線機能可為市話交話機提供之服務,或由企業內部交換機提供,接通至一空閒客服人員話機;S412:客服派送伺服器廣播客服需求至所有客服人員之顯示裝置;S413:接通該客服來電之客服人員於其顯示裝置回應客服派送伺服器之需求後,執行步驟S406及S407。前述之客服電話門號需已依顯示裝置與門號綁定流程完成與其顯示裝置之綁定(步驟S414)。 Please refer to FIG. 4, which is a flow chart of the steps of the idle customer service personnel selection and delivery process of the present invention, and the customer service delivery process is divided into three categories according to the technology adopted by the customer service terminal, and the steps thereof include: S401: the customer service delivery server receives the customer service. Delivery demand; S402: Customer service terminal phone is IP Centrex door number; S403: Incoming call IP Centrex multi-channel automatic line-hunting service function, find an idle customer service door number; S404: Call the idle door number, and be called through IMS The service trigger setting is set, and the customer service telephone terminal is connected; S405: the user communication service is connected to the display device bound by the idle customer service door number through the communication communication cooperation server; S406: then the customer service is pushed through the communication communication server Linking to the display device bound by the caller's phone; S407: After the client can talk to the client, and simultaneously push the link to the user display device through the communication communication server to synchronously guide the user to obtain the required customer service Content; S408: If the customer service terminal phone is not the IP Centrex door number, but the customer service delivery server maintains and masters all the connected customer service personnel status S409: the customer service delivery server according to the established rules, such as the longest idle time, the shortest service accumulation time, the minimum number of services, the fixed order, etc., select the idle customer service door number; S410: After the incoming call is reached to the idle door number telephone terminal, the execution is performed. Step S405 to step S407; S408: If the customer service terminal phone is not the IP Centrex door number, and the customer service delivery server 280 does not maintain the state of the customer service personnel; S411: using the multi-channel automatic line-hunting service function, the automatic line-hunting function can be the city The service provided by the telephone handset is provided by the internal switch of the enterprise, and is connected to an idle customer service personnel telephone; S412: the customer service dispatch server broadcasts the customer service demand to the display device of all the customer service personnel; S413: the customer service personnel who connect the customer service call After the display device responds to the request of the customer service dispatch server, steps S406 and S407 are performed. The foregoing customer service telephone number has to be bound to its display device according to the display device and door number binding process (step S414).
請參閱圖5所示,為本發明之客服單一平台內容管理流程之步驟流程圖,依擬管理之客服內容類型分為以下兩類,步驟如下:S501:內容管理伺服器接收到客服內容管理需求;S502:判斷為純語音客服內容或多媒體資訊客服內容;S503:當純語音客服內容時,連結至語音客服內容樣版頁面,選擇適合的語音客服樣版;S504:若需要IVR互動式語音,設定階層;S505:選擇IVR音源,可為預錄音檔上載、輸入文字以字轉音處理、或即時錄音製作;S506:於通訊媒體伺服器產生互動式語音架構服務邏輯,並將動態語音內容寫入資料庫(步驟S507); S508:當多媒體資訊客服內容時,連結至資訊客服內容樣版頁面,選擇適合的資訊客服樣版;S509:設定版面選項,如固定長寬比例、字型、大小、色系;S510:選擇內容類型包括文字、聲音、圖片、影片、超連結、可撥出之客服電話等;S511:於客服資訊內容伺服器250產生網頁框架(536),並將動態資訊內容寫入資料庫(步驟S507)。 Please refer to FIG. 5 , which is a flow chart of the steps of the customer service single-page content management process of the present invention. The types of customer service content to be managed are divided into the following two categories. The steps are as follows: S501: The content management server receives the customer service content management requirement. S502: judged to be pure voice customer service content or multimedia information customer service content; S503: when pure voice customer service content, link to the voice customer service content sample page, select a suitable voice customer service sample; S504: If IVR interactive voice is required, Setting the level; S505: selecting the IVR sound source, which can be used for pre-recording file uploading, inputting text by word transcoding, or instant recording; S506: generating interactive voice architecture service logic on the communication media server, and writing dynamic voice content Into the database (step S507); S508: when the multimedia information customer service content, link to the information customer service content sample page, select the appropriate information service sample; S509: set layout options, such as fixed length and width ratio, font, size , color system; S510: select the content type including text, sound, picture, video, hyperlink, dial-out customer service Such as the words; S511: in customer service information content server 250 generates a web framework (536), and writes the contents of dynamic information database (step S507).
請參閱圖6所示,為本發明之語音話機與顯示裝置之綁定流程之步驟流程圖,其步驟包括:S601:顯示裝置預先安裝用戶端應用程式,以提供與號碼綁定及接收推播;S602:顯示裝置透過用戶端應用程式連線至資通訊合作伺服器;S603:,資通訊合作伺服器為該顯示裝置產生唯一識別代號;S604:於用戶端應用程式輸入擬綁定之電話號碼;S605:資通訊合作伺服器記錄顯示裝置之型態、唯一識別代號及擬綁定之電話號碼;S606:判斷電話號碼為手機門號或市話門號;S607:電話號碼為手機門號時,透過資通訊合作伺服器230發送簡訊驗證碼至手機;S608:於顯示裝置輸入驗證簡訊碼;S609:資通訊合作伺服器檢驗認證簡訊碼或市話號碼是否正確,若正確則完成顯示裝置綁定;S610:電話號碼為市話門號時,以該市話門號話機撥打驗證電話至SIP通 訊應用伺服器後,通知資通訊合作伺服器(步驟S609)。 Please refer to FIG. 6 , which is a flow chart of the steps of the binding process of the voice phone and the display device of the present invention. The steps include: S601: The display device pre-installs the client application to provide binding with the number and receive the push broadcast. S602: the display device is connected to the communication communication server through the client application; S603: the communication communication server generates a unique identification code for the display device; S604: input the phone number to be bound in the user application S605: the communication communication cooperation server records the type of the display device, the unique identification code and the phone number to be bound; S606: judges that the phone number is the mobile phone number or the city door number; S607: when the phone number is the mobile phone number Sending the SMS verification code to the mobile phone through the communication communication cooperation server 230; S608: inputting the verification short message code on the display device; S609: verifying that the authentication short message code or the local telephone number is correct by the communication communication cooperation server, and if the correct, the display device is tied S610: When the telephone number is the local telephone number, the telephone number is dialed to the SIP communication application server by the local telephone number. ICT collaboration server (step S609).
綜上所述,本案不僅於技術思想上確屬創新,並具備習用之現有方法所不及之上述多項功效,已充分符合新穎性及進步性之法定發明專利要件,爰依法提出申請,懇請 貴局核准本件發明專利申請案,以勵發明,至感德便。 In summary, this case is not only innovative in terms of technical thinking, but also has many of the above-mentioned functions that are not in the reach of the existing methods. It has fully complied with the statutory invention patent requirements of novelty and progressiveness, and applied for it according to law. Approved this invention patent application, in order to invent invention, to the sense of virtue.
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