TWI226005B - On-line customer services system and creation method thereof - Google Patents

Abstract

The invention relates to an on-line customer services system and creation method thereof, which go through web to complete a service request issued by a user. The system comprises a user's services providing interface used to provide user to select expected servicing pattern, a customer services management interface that goes through web to connect with the user's services providing interface, transmits the location of user when browsing web page along with a request question by means of real-time follow up browsing technique to a call center, making the representative of the call center clearly understand the requested question and then acquire an answer to the question based on a knowledge database and further follows the selected servicing pattern to provide the answer to the user to complete the servicing request, and a knowledge database search interface among the knowledge database, the user's services providing interface and the customer services management interface for providing the knowledge database to the call center for representative to search.

Description

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V. Description of the invention (1) The technical field to which the invention belongs The present invention relates to an online customer service system and its establishment using the core technology of online real-time customer service (Fonow, a customer service system and its establishment method. Br〇wSlng)技 # ί With the law, it is expected that the service of the household will be served by the household, and the service of the dog will be 0. The general product door to apply to pay 爰 is to test and research the customer service department. The advent of the Internet era can reduce costs and account for a large proportion of enterprises. Must invest a large amount of money, so for the most part, when in doubt, basically assist, and with the cost of customer service, the applicant researched, and a system and its founder's company to increase the cost of large productivity, However, if the users of most enterprises are directly on the site, users will be referred to the refined method I 〇 to introduce a variety of tubes and efficiency. The companies in order to do but not all just provide the basics to the area where the purchase of the product is called. The lack of technology and the ultimate improvement of the company's customer service to the company that provides customers to the best customers or the customer service department of the company. The company needs to be careful & tj ϋ: The company can provide a regular library on its website for users to use white and Γ users, and organize common questions into knowledge items to query, so as to reduce the repeated answers from the customer service center.

1226005 V. Description of the invention (2) The problem, thereby improving the efficiency of the customer service center. Another purpose of this case is to allow the company to provide PC to PC or PC to Phone services using the applied network bandwidth, allowing the company to save more costs. Another purpose of this case is that when the user has something unclear about the company's product webpage, he can directly click on the help function online and use the technology of low up Browsing to allow the customer service staff to immediately see the webpage that the user is browsing. To provide immediate services. j to complete a service request issued by a user, which includes a provided system for providing an online customer service system, which is transparent

The service mode is between the -message service interface, using the query 0 according to the above concept, according to the above concept, where the service mode is where the service mode is a telephone service. A video service. 1226005 V. Description of the invention (3) According to the above conception. Provide online support services according to the above concept, where the service method is an online support service, and the knowledge base query interface is for the user ^ m ^^ m- provides an open knowledge base for the user to query, enabling 4 users Here is the answer to the request question. According to the above idea, it made the knowledge base to the customer of the customer service center: Renchang Min: check the interface to provide complete knowledge to get the answer to the service staff 'make the customer service' customer service staff * ,: f through two !: The steps for providing an online customer service system include: the user selects a service request made by the service provider, which is 5—Customer Service Center · Πλ, μ > and sends the service request to the customer service ~, (B) If the user executes step (e) after using the traditional Tao device, the dry land soil electric house is readable by the user through a gate, and the user can choose the online support service if μ '(), then use In order to obtain the solution to the user's request through the knowledge base query: Know the library, step (... otherwise skip to step (g); ⑷ go to the customer service center by line; (e) the customer service center After the location of the customer service person communicates the request, understand the problem of the request; (Service received = The service person uses the knowledge through the knowledge base query interface: service: Second, the customer service t answers the question, and according to the user's choice = Pass the request to To the user; and (g) completion of the service ^ service method and solution f ί the above idea 'wherein the service mode is -stay-service iridium According to the above idea, where the service mode is on ::;: 1226005

According to the above conception According to the above conception, the service mode of Tangerka is a service 0, where the service mode ^ γ service. Eight series is an online support service. According to the above-mentioned concept, the knowledge base provides online support services and provides an open knowledge base to: m users so that the user can get answers to the request questions. / — Well, according to the above idea, the knowledge base checks the customer service personnel in the customer service center, so that the customer service can be answered by Rong Furong's request. 2. Another purpose of this case is to provide an online customer service system. The network is used to complete a service request sent by a user, which includes a user service interface to provide the service required by the user to select. A customer service management interface, which is connected to the user service interface through the network. It is based on the core technology of online real-time customer service (F〇ii 〇w up Browsing). The position of browsing the webpage is transmitted to a customer service center, so that the customer service personnel of the customer service center can clearly understand the request problem and then obtain a question answer based on the information of a knowledge base. Give the user to complete the service request. According to the above concept, the system further includes a knowledge base query interface 'between the knowledge base and the user service interface and the customer service management interface for providing the knowledge base to the user and the customer service center. Customer service staff query. According to the above concept, the service mode is a message service.

Page 9 1226005 V. Description of the invention (5)-: Gen ί The above concept, the service mode in # is-telephone service. [1] The above idea ', wherein the service method is a video service. According to the above concept, the service method is an online support service. ^ According to the above concept, the knowledge base query interface is an online support service for the user, and an open knowledge base is provided for the user to query, so that the user can obtain the answer to the request question. According to the above idea, the knowledge base query interface provides a complete knowledge base to the customer service staff of the customer service center, and the customer service staff of the customer service center can get the answer to the question. Another purpose of this case is to provide a method for establishing an online customer service system to complete a service request issued by a user through a network. The steps include (a) the user selects a service method and issues the service request. To a customer service center; (b) if the user selects online support services, the user can use a knowledge base through a knowledge base query interface to obtain answers to the user's request questions, if unable to obtain answers Then go back to step (a), otherwise skip to step (f); (c) Send the user who has the request problem to the customer service center in the center of Liu Lan ’s website via the online real-time customer service core technology. The customer service staff of the customer service 后 = then 'understand the question of the request; (e) The customer service staff of the customer service center uses the knowledge base through the knowledge base query interface to obtain the answer to the request question' and follow the user's choice The service method gives the user the answer; and (f) completes the service request. According to the above concept, the step (a) and the step (b) further include

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5. Description of the invention (6) A step (a 1) 'is performed if the user performs the step (d) after the gateway. With a traditional telephone, the service mode is based on the above concept, wherein the service provider is a message service according to the above concept. According to the above concept, the service mode is a telephone service. According to the above-mentioned concept, the service is not alum service. Business. The system is an online support service. According to the above-mentioned idea, where the knowledge a provides less online support services, an open interface is provided for the user so that the user can obtain the request question ^ = library for the user to query According to the above concept, the knowledge base is provided to the customer service staff of the customer service center, and the second inquiry interface provides complete knowledge to obtain the answer to the request question. Since the rapid development of the Internet, the customer service personnel implementation method in μ Customer Service is often asked for product information to use the knowledge base so that users can inquire and answer questions themselves, thereby increasing the cost of the customer service center. It is much cheaper than traditional telephone networks. Bandwidth offers PC to PC division to save even more costs. And if there is something unclear, you can follow the technology of Online Browsing online. Company A can provide the provider ’s on its own website and organize common problems into knowledge, reducing the efficiency of the customer service center's repeated response. In addition, the current Internet phone company can make fuller use of the services offered by the company or PC to Phonade, so that users can directly click on the help function on the company's product network ^, and use 'to allow customer service staff to immediately see use

Page 11 1226005 V. Description of the Invention (7) The web page of the author is providing instant service. The online customer service system in this case and its establishment method are based on the above characteristics. Please refer to the first figure ', which is a diagram showing the relationship between the online customer service system and the user in a preferred embodiment of the present case. As can be seen from the figure, the online customer service system in this case includes three interfaces, namely (1) user service interface 丨 2, (2) customer service management interface 16, and (3) knowledge base query interface 丨 5. The following is a detailed introduction to the functions of these three interfaces: (1) Provide user service interface 1 2

The user service interface 12 is used to provide a user 11 to select a required service method. The service method includes a message service. When the customer service staff cannot immediately respond to the service of the user 1 1, the user 丨丨 You can choose online message or email; telephone service is when the user 丨 丨 puts forward a service request, customer service staff can call the user directly from the computer 丨 丨 to answer the user's questions; video Service, this function allows customer service personnel to connect to the user 11's computer with a computer, and then communicate directly with the user 11 through the Internet phone; and online support services, when using this function, the system will bring A set of related questions and answers for the page where the user 1 丨 has a problem is generated, and the user 11 can search for answers by himself. (I) Customer Service Management Interface 16

The customer service management interface 1 6 is connected to the provision using 4 = interface 12 through the Internet, which uses Follow up Browsing technology to send the product: the location of the user who is browsing the webpage to the request for a problem Make the customer service staff of the customer service center 1 4 clearly understand the problem. Please refrain from cold and then obtain a question according to the information in a knowledge base (not shown).

Page 12 1226005 V. Description of the invention (8) Answer, and according to the service method selected by the user 11, the door will be noisy to the user 11 'and the service request will be completed. Customer service: 舅 3 answers to give phone calls and the user who encounters the problem 丨 丨 do direct J communication and use the network to be more diversified and popular. (3) Knowledge base query interface 15 The knowledge base query interface i 5 is between the knowledge base and the service interface 12 and the customer service management interface 16; the knowledge base is given to the MU and the customer service center The customer service staff of 14 for inquiry = knowledge base query interface 15 is to provide online support services for the user u, open knowledge base for the user 丨 丨 query, so that the user 丨 丨 can get answers to requests; A complete knowledge base is provided to the customer service personnel of the customer service center 14 so that the customer service personnel of the customer service center 14 can obtain answers to this question. The steps for establishing the online customer service system in this case are as follows: Baixian, the user 11 selects a service method and sends the service request to the customer service center 14. If the user η uses a traditional phone, after passing a gateway (> not shown in the figure), the customer service staff of the customer service center 14 will understand the request problem after receiving the service request, and then the customer service staff will The knowledge base is used through the knowledge base query interface 15 to obtain an answer to the request question, and the answer is given to the user 11 according to the service method selected by the user 11 to complete the service request. If the user 11 selects the online support service, the user 丨 丨 can use the knowledge base through the knowledge base query interface 15 to obtain the answer to the user's request question, and then complete the service request. If the user 11 ca n’t get the answer ’, select another service method (message server

Page 13 1226005 V. Mengming explained (9) service, telephone service, video service) to the customer service center; I 4 request service. If the user 1 1 selects other service methods (message service, telephone service, video service) ', the core of the online real-time customer service will be used to send the user who contains the request question to the page where the user is browsing the web page 1 4 (Step 1 3). After receiving the service request, the customer service staff of the customer service center 14 will understand the problem of the request. Subsequently, the customer service staff of the customer service center 4 uses the knowledge base query interface 15 to use the knowledge base to obtain the answer to the request question and give the answer to the user 11 according to the service method selected by the user 11 (Step 17), and then complete the service request. Please refer to the second figure, which is a schematic diagram of the relationship between the knowledge base query interface and users and customer service personnel in a preferred embodiment of the present case. The knowledge base query interface 15 in this case is between the knowledge base and the user service interface 丨 2 and the customer service management interface 16 to provide the knowledge base to the user 11 and customer service personnel 2 4 Inquire. The knowledge base query interface 15 provides online support service 21 for the user 11 and provides an open knowledge base for the user 11 to query so that the user 11 can obtain answers to the requested questions; and provides a complete knowledge base for Customer service personnel 24, so that the customer service personnel 24 can obtain the answer to the question (step 22), and give the answer to the use according to the service method selected by the user 11 (video service, telephone service, or message service 23).者 11. Please refer to the third figure ', which is a functional flowchart of providing a user service interface according to a preferred embodiment of the present invention. After the user (user 1 (31), user 2 (3 2), or user 3 (3 3)) enters his identity verification information (step 3 4), if the user selects video service 3 5 , You need to wait for online customer service

Page 14 1226005 V. Description of the invention (10) System response (step 39) After the user receives a response from the system, the user has established a communication connection with the system and can start accepting customer service Services provided by personnel. If the user selects the message service 37 or the telephone service 36 and fills in the required relevant information, and waits a little (step 31), he can receive the service provided by the customer service staff. If the user selects the online support service 3 8, the system will bring up the related question and answer set of the page where the user has a problem, and the user can search for the answer by himself. Please refer to the fourth figure, which is a functional flowchart of the customer service management interface of a preferred embodiment of this case. In the online customer service system of this case, the customer service personnel of the customer service center can obtain the information of the customer requesting service on the first page 41 of the customer service staff reception area, and perform services according to the service method selected by the customer requesting service. If the requesting service customer selects the video service 42, telephone service 43, or message service 44, the customer service staff can immediately see the web page that the requesting service customer is viewing through Fonnow's "calling technology" to understand After requesting the service customer's request, obtain the answer to the request problem according to i: (step 45), and give the solution to the requesting service customer according to the selected service method (video service 42, telephone service 44), and then Wucheng 3 service clear request (step 4 7). Message service 442 = customer service staff Tian Tian in response to the request 46) to provide clearer and clearer citations. Use the knowledge base information (step network Phone call and encountered problems I / In addition, customer service staff can benefit from more diversified and popular services = unserved customers do direct communication, so read the fifth figure, which is the knowledge base query of this case-the preferred embodiment

Page 15 1226005 V. Description of the invention (11) Functional flowchart of the interface. The knowledge base query interface 55 in this case is used to provide a knowledge base 56 for a user 51 and customer service staff 53 to query. The knowledge base query interface 55 provides online support service 21 for the user 51, and provides an open knowledge base for the user 5 to make inquiries so that the user 5 can obtain the answer to the request question; and provide a complete knowledge base Give the customer service staff 53, so that the customer service staff 53 can obtain the answer to the question (step 54), and give the user 5 丨 the answer to the question according to the service method selected by the user 51. In summary, the advantages of the online customer service system in this case and its establishment method can be summarized as follows: 1 · The company can provide frequently asked product information to users on its website, and organize common questions into a knowledge base. Users can inquire by themselves to reduce the repetitive answering of questions by the call center, thereby improving the efficiency of the call center. 2. Can the company make use of the requested network bandwidth? (^ t〇pc or ρ〇to Phone services, allowing the company to save more costs. 3 · If the user has any questions about the company's product webpage, they can directly press the help function online and use F〇 ii〇w up Browsing's technology 'allows customer service staff to immediately see the web page that the user is browsing to provide immediate services.' Even if this case has been described in detail in the above-mentioned embodiment, it can be understood by those skilled in the art. Ren Shijiang thinks about all kinds of modifications, but they are not inferior to those who want to protect the scope of patent application.

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The online customer service system and users of the preferred embodiment. The first picture: it is a schematic diagram of the relationship between this case. The second picture of the user interface and the service interface: It is a schematic diagram of the relationship between the knowledge base query referrer and customer service personnel in a preferred embodiment of the present case. The second figure: it is a flow chart of providing user service function in a preferred embodiment of the present case. Figure 4: It is a functional flowchart of the customer service management interface of a preferred embodiment of this case. Fifth figure: It is a functional flowchart of the knowledge base query interface of a preferred embodiment of this case.

Component symbol description 11 User 14 Customer service center 16 Customer service management interface 23 Video service, telephone service 24 Customer service staff 32 User 2 35 Video service 37 Message service 41 Customer service reception area home page 42 Video service (including Fol low up 43 Telephone service (Including Fol low up 44 retention service (including Fol low up 1 2: Provide user service interface 15: Knowledge base query interface message service 3 1: User 1 33: User 3 3 6: Telephone service 3 8: Online support

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Page 17 1226005 V. Description of the invention (13) 4 5: Knowledge base online support (including F ο 1 1 〇wup B r 〇wsing technology) 5 1: User 5 3: Customer service staff 5 5: Knowledge base query interface 5 6: Knowledge Base, page 18, 126005 The diagram illustrates the first diagram briefly: it is a schematic diagram of the relationship between the online customer service system and the user in a preferred embodiment of the case. The second figure: it is a schematic diagram of the relationship between the knowledge base query interface and users and customer service personnel in a preferred embodiment of the present case. Third figure: It is a functional flowchart of providing a user service interface in a preferred embodiment of the present case. Figure 4: It is a functional flowchart of the customer service management interface of a preferred embodiment of this case.

Fifth figure: It is a functional flowchart of the knowledge base query interface of a preferred embodiment of this case.

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Claims (1)

1226005 VI. Scope of Patent Application1. An online customer service system that completes a service request issued by a user through the network, which includes: A user service interface for providing the user with the services needed Method; a customer service management interface, connected to the user service interface through the network, which uses the core technology of online real-time customer service (F〇 丨 丨 〇w up Browsing) to include a request for the user who is browsing The location of the webpage is transmitted to a customer service center, so that the customer service personnel of the customer center can clearly understand the request problem and then obtain a problem answer based on the information of a knowledge base ', and give the problem answer according to the service method selected by the user. The user then completes the service request; and a knowledge base query interface is provided between the knowledge base and the user service interface and the customer service management interface to provide the knowledge base to the customer service of the customer service center Staff query. 2 · The system described in item 1 of the scope of patent application, wherein the service method is a message service. 3. The system described in item 1 of the scope of patent application, wherein the service method is " *** electric cleaning service. 4. The system described in item 1 of the scope of patent application, wherein the service method is a video service. 5. The system described in item 1 of the scope of patent application, wherein the service method is an online support service. 6 · The system described in item 5 of the scope of patent application, wherein the knowledge base query interface provides online support services for the user and provides an open knowledge base 1226005 6. Scope of patent application The user is queried so that the user can obtain the solution to the request. 7. The system described in item 1 of the scope of patent application, in which the knowledge base is ten years old. The interface provides a complete knowledge base to the customer service staff of the customer service center. G ^ Customer service staff of the customer service center can get the answer to this question. 8 · — A method of establishing an online customer service system to use the network to send service requests from users, the steps include: service methods and sending the service request to-(a) the user selects a customer service center; ( b) If the user uses a traditional phone, perform step (e) after passing through a gateway; ° (c) If the user selects online support services, the user can use a knowledge base query interface to use a Knowledge base to obtain the answer to the user ’s request question. If no answer is available, return to step (a), otherwise skip to step (g); (d) The core technology of online real-time customer service will include the request question. The location where the user is browsing the webpage is sent to the customer service center; (e) After receiving the service request, the customer service personnel of the customer service center understand the problem of the request; (f) The customer service personnel of the customer service center pass the knowledge base Query interface to use the knowledge base to obtain the answer to the requested question, and give the answer to the user in accordance with the service method selected by the messenger; and (g) end The service request. 9 The method as described in item 8 of the scope of patent application, wherein the service method is a message service. 1226005 VI. Scope of patent application 1 0. The method described in item 8 of the scope of patent application, wherein the service method is a telephone service. U · The method described in item 8 of the scope of patent application, wherein the service method is a video service. 12 · The method described in item 8 of the scope of patent application, wherein the service method is an online support service. 13. The method according to item 12 of the scope of patent application, wherein the knowledge base query interface provides online support services for the user, and provides an open knowledge base for the user to query, so that the user can obtain the request question The answer. = · The method as described in item 8 of the scope of patent application, wherein the query of the knowledge base provides a complete knowledge base to the customer service staff of the customer service center, so that the customer service staff of the customer service center can obtain answers to the request questions. 1 5 · An online customer service system, which completes a service request issued by a user through the network, which includes:-Provides a user service interface for providing the service method selected by the user; service official interface , Through the network and the user service connection, it uses the online real-time customer service core technology (F〇u〇w 叩 Browsing) to send a user with a request question is browsing the web site j, to- The customer service center enables the customer service staff of the customer service center to understand the problem and then obtain a problem based on the information in the knowledge base. And according to the service selected by the user, ... _______ 1226005 ___ 6. Scope of patent application 1 6 · The system described in item 5 of the patent application scope further includes a knowledge base query interface between the knowledge base and the user service interface and the customer Between user service management interfaces, use ^ to provide the knowledge base to the user and the customer service staff of the customer service center for inquiry. 1 7 · If the system described in item 15 of the scope of patent application is used, the service method is A message service. 1 8 If the system described in item 15 of the scope of patent application, the service method is a telephone service. 1 9 · The system described in item 1 of the scope of patent application, where the The service method is a video service. 20 · The system described in item 15 of the scope of patent application, wherein the service method is an online support service. 2 1 · The system described in item 20 of the scope of patent application, The query interface of the knowledge base provides online support services for the user, and provides an open knowledge database for T1 Hai users to query, so that the user can get answers to § Hai Qing's questions. 2 2 · If the scope of patent application The system described in item 1 β, in which the knowledge base inquiry interface provides a complete knowledge base to the customer service staff of the customer service center, and the customer service staff of the customer service center can obtain the answer to the problem. The 2 3 · —kind of establishing online customer The service system method is used to complete a service request sent by a user through the network. The steps include: %% (a) The user selects a service method and sends the service to the customer service center; t — (b ) If the user selects online support, the user should use 1226005 VI. Scope of application for patents 12. The knowledge base query interface uses a knowledge base to obtain the answer to the user's request question. If no answer is available, return to step ㈧), otherwise skip to step (f); (C ) The core of the online real-time customer service technology is used to transmit the location of the user who is browsing the webpage containing the request problem to the customer service center; (d) After receiving the service request, the customer service staff of the customer service center understands the request problem (E) the customer service personnel of the side customer service center use the knowledge base through the knowledge base query interface to obtain the answer to the requested question, and give the answer to the user in accordance with the service method selected by the user; and ( f) complete the service request. 24. The method according to item 23 of the scope of patent application, further comprising a step (al) between step (a) and step (b) 'which is that if the user uses a traditional telephone, Step (d) after the gateway. 25. The method according to item 23 of the scope of patent application, wherein the service method is a message service. >> 26. The method as described in item 23 of the scope of patent application, wherein the service is a telephone service. >> 27. The method as described in item 23 of the scope of patent application, wherein the service is a video service. 28. The method according to item 23 of the scope of patent application, wherein the service provider is an online support service. Equation 29. The method as described in item 28 of the scope of patent application, wherein the knowledge base query interface provides online support services for the user and provides open search 1226005 VI. The scope of patent application for the user to query, so that the user can get the answer to the request. 30. The method as described in item 23 of the scope of patent application, wherein the knowledge base query interface provides a complete knowledge base to the customer service staff of the customer service center, so that the customer service staff of the customer service center can obtain answers to the request questions. Page 25