TWI489840B - Network real - time interaction system and its method - Google Patents

Description

Network real-time interaction system and method thereof

The invention relates to a system and method for real-time network interaction, in particular, members can apply for contact with self-defined service personnel at any time to provide instant voice interaction, video interaction, text chat, text message, file transmission and voice message. Online customer service.

At present, a system for providing instant service on a common webpage, such as China Invention Patent No. 473679. The main purpose is to establish a website on the system side, the website is provided with at least one electronic store webpage or a webpage linkable to other electronic stores, and a specific service button is provided on the webpage. Consumers can browse various e-shop web pages on the system-side website through the Internet and place orders directly. If the consumer needs the services of the electronic store service personnel, such as comment service, answer questions, oral quotation, order placement, confirmation of order, etc., simply select the above service button, the system will automatically connect to the consumer's VoIP device. The service feedback device of the store of its choice, such as a network phone, is answered and provided by the store service personnel.

Although the system provides instant service on the webpage, combined with Internet telephony and webpages, an e-commerce system that provides online instant services by the store side enables consumers to obtain new services while browsing the online store. However, in the instant service system provided on the webpage, the webpage and the service button are provided by the system, and only one consumer can be served at a time, and the store cannot change the content of the webpage according to the needs of the store, and can apply at any time. Use and set up contact information for service personnel. Therefore, the provision of an instant service system on the webpage still has room for improvement in the mobility of the service.

In view of the problems existing in the prior art, the present invention provides a system and method for real-time network interaction, which can apply for a member account at any time and set a contact information of a member service personnel to meet different consumers at the same time. Raise the demand to provide consumers with a better care model and reduce the miss of any potential consumers.

In order to achieve the above purpose, the present invention provides at least one network real-time interactive platform and at least one database in a system and method for real-time network interaction, so that members can perform the instant interactive platform through the Internet to the network at any time. The member's account application and a call dispatching rule information for setting the contact information of the member service personnel are stored in the database, and at least one consumer webpage interactive device is embedded in the browsing page of the member, and at least one customer service personnel is downloaded and installed. The multimedia message processing device is on the member service personnel side, and the online consumer selects the consumer webpage interactive device of the webpage, and reads the call dispatching rule of the customer service personnel in the database through the instant interactive platform of the network, and the corresponding customer service The personnel multimedia message processing device or a telephone system performs connection and data transmission to establish a network customer service system capable of voice interaction, video interaction, text conversation, text message, file transmission and voice message. The network real-time interaction platform includes a platform management server, a platform control server, a platform voice video stream server, and a platform soft switch server; the call assignment rule is random assignment, group assignment, The sequence is waiting for dispatch or script dispatch.

The system and method for real-time interaction of the network of the present invention, in addition to the member having the above-mentioned online application for the account and the call dispatching rule information of the member service personnel, the call support for one of the service personnel, and the plurality of call support The network user can also access the voice conference room controlled by the instant interactive platform of the network through the Internet to route the entrance of the network conference room for discussion in a specific time.

The system and preferred embodiment of the present invention are described in detail below with reference to the drawings.

Please refer to the first figure, which is a schematic diagram of the system of the present invention. The method includes: at least one network real-time interactive platform 1; at least one database 50; at least one consumer webpage interaction device 60; at least one customer service personnel multimedia message processing device 70; at least one telephone system 100; at least one consumer terminal 110; An Internet 120; at least one customer service terminal 130; and a network conference room entrance 180.

The database 50 is used for storing information set by the system and the member; the instant interactive platform 1 processes text chat, text message, file transmission, voice conversation, voice message, and video and control information of the video conversation; The webpage interaction device 60 has a voice video streaming technology of the call system, and is embedded on the webpage of the member to process the text conversation, text message, file transmission, voice conversation, and voice between the consumer terminal 110 and the internet terminal 120. Message and video control control signal and data; the customer service multimedia message processing device 70 has a voice video streaming technology of the call system, installed on the customer service personnel's computer system to process the customer service terminal 130 and the Internet end 120 control signals and data for login, text chat, text message, file transfer, voice chat, voice message and video chat; the telephone system 100 processes signals of general and internet calls.

The consumer terminal 110 reads the database 50 through the Internet interactive terminal 1 via the Internet interactive device 60, and the multimedia message processing device 70 or the mobile phone. The system 100 establishes a connection; the consumer 110 then converts through the consumer webpage interaction device 60, and transmits text chats and texts to the customer service multimedia message processing device 70 or the telephone system 100 via the Internet terminal 120. Messages, file transfers, voice chats, voice messages, and video chats.

The customer service personnel terminal 130 reads the database 50 through the network user terminal 120 through the network interactive terminal 1 via the client multimedia information processing device 70, and the other customer service personnel multimedia message processing device 70 or The telephone system 100 establishes a connection; then, the customer service terminal 130 transmits text chats, text messages, files to the other customer service personnel multimedia message processing device 70 via the Internet service terminal 120 via the customer service multimedia message processing device 70. Transmission, voice conversation, voice message and video chat data, or the customer service terminal 130 through the customer service multimedia message processing device 70, via the Internet terminal 120, and then through the network instant interactive platform 1 and the telephone system 100 transmits information about voice conversations and video conversations.

A plurality of network users can also enter the voice conference room controlled by the network instant interactive platform 1 through the Internet access center 180 through the Internet 120 for a specific time to discuss the topic.

Please refer to the second diagram, the fifth diagram, the sixth diagram, the seventh diagram, the eighth diagram and the ninth diagram, which are respectively the embodiment A of the system of the invention, the consumer webpage interaction device, and the customer service personnel multimedia message processing device. Block diagram of the platform management server, platform control server, and call dispatch module. The system includes: a network real-time interactive platform 1; a database 50; a consumer webpage interaction device 60; a customer service personnel multimedia message processing device 70; a platform manager webpage 140; and a member manager webpage 150.

The consumer webpage interaction device 60 further includes a voice video stream module 61 and a control module 62. The voice video stream module 61 further includes a voice compression module 611 and a voice decompression module. 612, a video compression module 613, a video decompression module 614, a voice output module 615, a voice input module 616, a video output module 617, and a video input module 618; the control module 62 The device further includes a signal control module 621, a text picture transceiver module 622, and a network quality monitoring module 623.

The client video processing device 70 further includes a voice video stream module 71 and a control module 72. The voice video stream module 71 further includes a voice compression module 711 and a voice decompression module 712. a video compression module 713, a video decompression module 714, a voice output module 715, a voice input module 716, a video output module 717, and a video input module 718; the control module 72 further includes A signal control module 721, a text picture transceiver module 722, a login module 723, a text message management module 724, a voice message management module 725, and a customer service support module 726.

The network real-time interactive platform 1 further includes a platform management server 10 and a platform control server 30. The platform management server 10 further includes a member account management module 11, an instant monitoring module 12, and an interactive service device. The platform control server 30 further includes a signal control module 31, a text chat module 32, a customer service support module 33, and a call dispatch module 34. The call dispatch module 34 is selected from a random assignment. At least one of the module 341, the group dispatching module 342, the sequence waiting dispatching module 343, and the script dispatching module 344.

The voice compression module 611 of the consumer webpage interaction device 60 inputs and compresses the voice data stream of the consumer terminal 110; the voice output module 615 inputs and transmits the voice data stream of the voice compression module 611 to the Internet. The voice input module 616 inputs the voice data stream of the Internet terminal 120; the voice decompression module 612 inputs and decompresses the voice data stream of the voice input module 616 to the consumer terminal 110; the video The video module 617 inputs and compresses the video data stream of the consumer terminal 110. The video output module 617 inputs and transmits the video data stream of the video compression module 613 to the Internet terminal 120. The video input module 618 inputs the Internet. The video data stream of the network 120 is input; the video decompression module 614 inputs and decompresses the video data stream of the video input module 618 to the consumer terminal 110; the signal control module 621 processes the text conversation and text of the consumer. Message, file transmission, voice conversation, voice message, and video control control signal; the text picture transceiver module 622 handles consumer text chat, text message, and file The data transmission; signal quality monitoring network connection quality module 623 of the network processing system.

The voice compression module 711 of the customer service multimedia message processing device 70 inputs and compresses the voice data stream of the customer service terminal 130; the voice output module 715 inputs and transmits the voice data stream of the voice compression module 711 to the Internet. The voice input module 716 inputs the voice data stream of the Internet terminal 120; the voice decompression module 712 inputs and decompresses the voice data stream of the voice input module 716 to the customer service terminal 130; the video compression The module 713 inputs and compresses the video data stream of the customer service terminal 130; the video output module 717 inputs and transmits the video data stream of the video compression module 713 to the Internet terminal 120; the video input module 718 inputs the Internet. The video data stream of the road end 120; the video decompression module 714 inputs and decompresses the video data stream of the video input module 718 to the customer service personnel 130; the signal control module 721 processes the text chat and text message of the customer service personnel. , file transmission, voice conversation, voice message, and video control control signal; the text picture transceiver module 722 handles the text chat and text of the customer service personnel The message and the file transmission information; the login module 723 processes the login control signal and data of the customer service personnel; the text message management module 724 processes the text message data of the customer service personnel; the voice message management module 725 processes the voice of the customer service personnel The customer service support module 726 establishes other customer service functions, such as providing a tool for the customer service personnel to answer customer questions.

The member account management module 11 of the network instant interactive platform 1 accesses the corresponding data of the database 50 to process the member's account and set the member customer service personnel a call dispatching rule and a call support information, wherein the call The assignment rule is a random assignment, a group assignment, a sequence waiting dispatch or a script assignment; the instant monitoring module 12 processes and monitors various connection data data of the platform system and controls the stability of the system; the interactive service device generator 13 Accessing the data corresponding to the database 50 to generate the consumer webpage interaction device 60 and the customer service multimedia message processing device 70 to the member; the signal control module 31 accesses the data corresponding to the database 50, Establishing a connection between the text conversation, text message, file transmission, voice conversation, voice message, and video control control signal of the consumer webpage interaction device 60 or the customer service multimedia message processing device 70; the text conversation module 32 Accessing the data corresponding to the database 50 to process the consumer webpage interaction device 60 and the customer service personnel multimedia message The text message of the processing device 70, the text message, and the file transfer information; the customer service support module 33 reads the customer service support data of the database 50 to fully utilize other service tools or related materials to respond to customer questions; The module 34 reads the customer service call dispatch rule data of the database 50 to allocate the connection between the consumer webpage interaction device 60 and the customer service multimedia message processing device 70 corresponding to the customer service call dispatch rule.

The user executes the online instant interaction platform 1 member account management module 11 through the member manager webpage 150 to apply for a member account and set the member service agent to call the distribution rule and the call support, and store the call to the database 50; the member The network instant interactive platform 1 interactive service device generator 13 is executed through the member manager webpage 150, and the database 50 is read to download the consumer webpage interactive device 60 and the customer service multimedia message processing device 70.

The consumer webpage interactive device 60 has been downloaded and embedded on the member's webpage, and the customer service personnel multimedia message processing device 70 has been downloaded and installed on the computer system of all the customer service personnel; the customer service personnel on duty perform the multimedia message processing device through the customer service personnel. The login module 723 transmits the login control signal and the data to execute the network real-time interactive platform 1 signal control module 31, and stores the logged-in customer service personnel data into the database 50.

The consumer clicks on the text or voice video chat service embedded on the member's webpage to activate the consumer webpage interactive device 60 signal control module 621 to transmit the control signal of the text or voice video conversation, and execute the network real-time interactive platform 1 signal The control module 31 reads the call dispatching rule data and the logged-in customer service personnel data to execute the random dispatch module 341, the group dispatching module 342, and the sequence waiting dispatching module 343 of the call dispatching module 34. Or the script dispatch module 344, and the network real-time interactive platform 1 signal control module 31 and the customer service multimedia message processing device 70 signal control module 721 transmit control signals to establish a connection. The network real-time interactive platform 1, the real-time monitoring module 12 monitors various connection data of the platform system, and controls the stability of the system; and the network quality monitoring mode set in the consumer webpage interaction device 60 Group 623 monitors the stability of the consumer signal to handle the current connection status for the most appropriate deployment.

The consumer through the connected consumer webpage interaction device 60 text image transceiving module 622, through the web instant interactive platform 1 text chat module 32 stores text chat, text message and file transfer data to the database 50 And the text message receiving and receiving module 722 of the customer service multimedia message processing device 70 transmits the text conversation and the file transmission data.

The user outputs the voice data stream through the voice compression module 611 and the voice output module 615 of the connected consumer webpage interaction device 60, and the video compression module 613 and the video output module 617 output the video voice data stream to The voice input module 716 and the voice decompression module 712 of the customer service multimedia message processing device 70 input the voice data stream, and the video input module 718 and the video decompression module 714 input the video data stream.

The customer service personnel output the voice data stream through the voice compression module 711 and the voice output module 715 of the connected customer service multimedia message processing device 70, and the video compression module 713 and the video output module 717 output the video voice data stream. The voice input module 616 and the voice decompression module 612 of the consumer webpage interaction device 60 input the voice data stream, and the video input module 618 and the video decompression module 614 input the video data stream.

The customer service personnel through the customer service multimedia message processing device 70 customer service support module 726, through which the platform management server 10 customer service support module 33 reads the service data available in the database 50.

The customer service personnel can read the text message data of the database 50 via the text chat module 32 via the text message management module 724 of the customer service multimedia message processing device 70.

Please refer to the third, fifth, seventh, eighth, ninth, tenth, and eleventh drawings, which are respectively an embodiment B of the system of the present invention, a consumer webpage interaction device, and a platform. A block diagram of the management server, platform control server, call dispatch module, platform voice video stream server, and platform soft switch server. These include: a web instant interactive platform 1; a database 50; a consumer web page interaction device 60; a telephone system 100; a platform manager web page 140; and a member manager web page 150.

The database 50, the consumer webpage interaction device 60, the platform manager webpage 140, and the member manager webpage 150 are as described above.

The network real-time interactive platform 1 further includes a platform voice video stream server 20 and a platform soft switch server 40 in addition to the platform management server 10 and a platform control server 30 as described above; The video stream server 20 further includes a client voice transmission module 21, a system side voice transmission module 22, a voice compression processor 23, a voice decompression processor 24, a voice message module 25, and a conference. The room control module 26, a user video transmission module 27, a system video transmission module 28, a video compression processor 291, and a video decompression processor 292; the platform softswitch server 40 further includes an entity The telephone gateway connection module 42 is coupled to a network telephone gateway connection module 43.

The telephone system 100 further includes a general telephone system 101 and a network telephone system 102; the general telephone system 101 further includes a physical telephone gateway 1011 and a general telephone 1012; the network telephone system 102 further includes a network telephone gateway The device 1021 is connected to a network telephone 1022; the network telephone 1022 is a hardware network telephone or a soft network telephone.

The user voice transmission module 21 transmits the voice data stream to the internet end 120; the system side voice transmission module 22 transmits the voice data stream to the platform soft switch server 40; the voice decompression processor 24 inputs And decompressing the voice data stream of the client voice transmission module 21 to the system side voice transmission module 22; the voice compression processor 23 inputs and compresses the voice data stream of the system side voice transmission module 22 to the client end a voice transmission module 21; the voice message module 25 inputs the voice data stream of the user voice transmission module 21, and stores the voice data stream to the database 50; the conference room control module 26 inputs the user voice transmission module 21 The voice data stream controls the connection of the 120 voice conferences on the Internet; the client video transmission module 27 transmits the video data stream to the Internet terminal 120; the system side video transmission module 28 transmits the video data stream. The platform softswitch server 40; the video decompression processor 292 inputs and decompresses the video data stream of the user video transmission module 27 to the system video transmission module 28; The compression processor 291 inputs and compresses the video data stream of the system-side video transmission module 28 to the user-side video transmission module 27; the physical telephone gateway connection module 42 is controlled by the platform control server 30. Transmitting the voice data of the platform voice video stream server 20 to the general telephone system 101 of the telephone system 100; the network telephone gateway connection module 43 is controlled by the platform control server 30 to transmit the platform voice video The voice stream or video stream of the streaming server 20 flows to the telephone system 100 network telephone system 102.

The physical telephone gateway 1011 is configured to transmit the signal of the general telephone 1012; the network telephone gateway 1021 is configured to transmit the VoIP signal 1022.

The manner in which the user applies for the member account and sets the member agent's call dispatching rules, the call support, and downloads the consumer webpage interaction device 60 is as described above.

The consumer webpage interactive device 60 that has been downloaded is embedded on the member's webpage, and the customer service personnel who are not logged into the web instant interactive platform 1 and can provide services are located on the telephone system 100.

The consumer clicks on the text or voice video chat service embedded on the member's webpage to activate the consumer webpage interactive device 60 signal control module 621 to transmit the control signal of the text or voice video conversation, and execute the network real-time interactive platform 1 signal The control module 31 reads the database 50 call dispatch rule data to execute the random dispatch module 341, the group dispatch module 342, the sequence waiting dispatch module 343 or the script dispatch module 344 of the call dispatch module 34. The platform softswitch server 40 establishes a connection.

The user outputs the voice data stream through the voice compression module 611 and the voice output module 615 of the consumer webpage interaction device 60, and the video compression module 613 and the video output module 617 output the video voice data stream to the network. The interactive platform 1 , the user voice transmission module 21 inputs the voice data flowing through the voice decompression processor 24 to the system-side voice transmission module 22, and the user-side video transmission module 27 inputs the video data through the video solution. Compressing the processor 292 to the system-side video transmission module 28, and then outputting the voice data stream to the physical telephone gateway connection module 42 of the platform softswitch server 40, or outputting the voice video data stream to the network telephone gateway The device connection module 43 transmits the voice to the general telephone 1012 of the service personnel via the corresponding physical telephone gateway 1011, or the network telephone gateway 1021 transmits the voice video to the network telephone 1022 of the service personnel.

The service personnel voice signal passes through the physical telephone gateway 1011 through the general telephone 1012, or the voice video signal passes through the network telephone gateway 1022 through the network telephone gateway 1021 to the corresponding platform softswitch server 40. The physical telephone gateway connection module 42 or the network telephone gateway connection module 43 transmits the voice data to the system-side voice transmission module 22 of the platform voice video stream server 20 via the voice compression processor 23 to The user-side voice transmission module 21 and the video data to the system-side video transmission module 28 are transmitted to the user-side video transmission module 27 via the video compression processor 291, and then transmitted to the voice of the consumer webpage interaction device 60. The input module 616 and the voice decompression module 612 input the voice data stream, and the video input module 618 and the video decompression module 614 input the video data stream, and output the voice video signal to the consumer.

The consumer webpage interaction device 60 can store the voice message to the database 50 via the network instant interactive platform 1 user voice transmission module 21 to the voice message module 25.

A plurality of network users can also access the network interactive conference platform 1 conference room control module 26 through the Internet conference room 120 through the Internet 120 to control the voice conference room for discussion of issues. .

Please refer to the fourth, fifth, seventh, eighth, ninth, tenth, and eleventh drawings, which are respectively an embodiment C of the system of the present invention, a consumer webpage interaction device, and a platform. A block diagram of the management server, platform control server, call dispatch module, platform voice video stream server, and platform soft switch server. The system includes: a network instant interactive platform 1; a database 50; a consumer webpage interaction device 60; a customer service personnel multimedia message processing device 70; a telephone system 100; a platform manager webpage 140; 150.

The database 50, the consumer webpage interaction device 60, the agent multimedia message processing device 70, the phone system 100, the platform manager webpage 140, and the member manager webpage 150 are as described above; The interactive platform 1 includes a platform management server 10, a platform voice video stream server 20, a platform control server 30, and a platform softswitch server 40 as described above.

As described above, the consumer can use the webpage interactive device 60 to establish a connection with the client's multimedia message processing device 70 via the webpage interactive platform 1 platform, and directly perform text chat and file transfer. The voice interactive conversation platform 60 can also establish a connection with the telephone system 100 via the online web interaction device 60 to perform voice conversations and video conversations.

The customer service personnel can directly establish text conversation, file transmission, and voice conversation through the network of the customer service multimedia message processing device 70 via the network real-time interactive platform 1 platform control server 30 to establish a connection with other customer service personnel multimedia message processing devices 70. And a video conversation; or establishing a connection with the telephone system 100 for voice conversations and video conversations.

The consumer webpage interaction device 60 can store the voice message to the database 50 via the network real-time interactive platform 1 user voice transmission module 21 to the voice message module 25; the customer service personnel can use the customer service multimedia The message processing device 70, the voice message management module 725 and the text message management module 724, respectively read the text message and the voice message data of the database 50 via the network real-time interactive platform 1 signal control module 31.

Please refer to the twelfth figure, which is a schematic diagram of an embodiment of the process of the present invention. The steps are as follows: First, in step S10, at least one database 50 is constructed; then, at least one network instant interaction platform 1 is constructed, as shown in step S20; then, the user interacts instantly through the network via the network 120. The platform 1 accesses the database 50 to execute the application for the member account and service, and set a call dispatching rule and a call support information of the member service personnel, as shown in step S30; then, as shown in step S40, the member Downloading and installing at least one customer service personnel multimedia message processing device 70 to the member service via the Internet 120 by downloading at least one consumer webpage interaction device 60 from the web instant interactive platform 1 and embedding the member's webpage for browsing. The staff end 130; finally, as shown in step S50, the consumer webpage interaction device 60 that the consumer clicks on the webpage passes through the network instant interactive platform 1 to activate the corresponding corresponding to the customer service call dispatching rule in the database 50. The customer service multimedia message processing device 70 or a telephone system 100 is configured to establish one of voice interaction, video interaction, text chat and voice message Road customer service system. The network instant interaction platform 1, the database 50, the consumer webpage interaction device 60, the agent wireless message processing device 70, and the telephone system 100 are as described above.

The above description is only a specific description of a possible embodiment of the invention, and is not intended to limit the scope of the invention. The equivalents and modifications of the scope of the invention are covered by the scope of the invention, and the embodiments of the invention are not to be construed as limiting the scope of the invention.

S10, S20, S30, S40, S50. . . Process step

1. . . Online real-time interactive platform

10. . . Platform management server

11. . . Member account management module

12. . . Instant monitoring module

13. . . Interactive service device generator

20. . . Platform voice video streaming server

twenty one. . . Client voice transmission module

twenty two. . . System-side voice transmission module

twenty three. . . Voice compression processor

twenty four. . . Speech decompression processor

25. . . Voice message module

26. . . Conference room control module

27. . . User video transmission module

28. . . System video transmission module

291. . . Video compression processor

292. . . Video decompression processor

30. . . Platform control server

31. . . Signal control module

32. . . Text chat module

33. . . Customer service support module

34. . . Call dispatch module

341. . . Random distribution module

342. . . Group component module

343. . . Sequence waiting dispatch module

344. . . Script dispatch module

40. . . Platform softswitch server

42. . . Physical telephone gateway connection module

43. . . Network telephone gateway connection module

50. . . database

60. . . Consumer webpage interaction device

61. . . Voice video streaming module

611. . . Voice compression module

612. . . Voice decompression module

613. . . Video compression module

614. . . Video decompression module

615. . . Voice output module

616. . . Voice input module

617. . . Video output module

618. . . Video input module

62. . . Control module

621. . . Signal control module

622. . . Text picture transceiver module

623. . . Network quality monitoring module

70. . . Customer service personnel multimedia message processing device

71. . . Voice video streaming module

711. . . Voice compression module

712. . . Voice decompression module

713. . . Video compression module

714. . . Video decompression module

715. . . Voice output module

716. . . Voice input module

717. . . Video output module

718. . . Video input module

72. . . Control module

721. . . Signal control module

722. . . Text picture transceiver module

723. . . Login module

724. . . Text message management module

725. . . Voice message management module

726. . . Customer service support module

100. . . telephone system

101. . . General telephone system

1011. . . Physical telephone gateway

1012. . . General telephone

102. . . Internet telephony system

1021. . . VoIP gateway

1022. . . VoIP phone

110. . . Consumer side

120. . . Internet side

130. . . Customer service staff

140. . . Platform manager webpage

150. . . Member manager page

180. . . Internet conference room entrance

First Figure Schematic diagram of the system of the present invention

Figure 2 is a block diagram of an embodiment A of the system of the present invention

Third Figure Block Diagram of Embodiment B of the System of the Invention

Figure 4 is a block diagram of an embodiment C of the system of the present invention

Figure 5 is a block diagram of a consumer web page interactive device of the system of the present invention

Figure 6 Block diagram of the multimedia message processing device of the customer service personnel of the system of the present invention

Figure 7 Block diagram of the platform management server of the system of the present invention

Figure 8 is a block diagram of the platform control server of the system of the present invention

Figure 9 is a block diagram of the call dispatching module of the system of the present invention

The tenth block diagram of the platform voice video streaming server of the system of the present invention

Figure 11 Block diagram of the platform softswitch server of the system of the present invention

Twelfth Figure Schematic diagram of an embodiment of the process of the present invention

1. . . Online real-time interactive platform

10. . . Platform management server

20. . . Platform voice video streaming server

30. . . Platform control server

40. . . Platform softswitch server

50. . . database

60. . . Consumer webpage interaction device

61. . . Voice video streaming module

62. . . Control module

70. . . Customer service personnel multimedia message processing device

71. . . Voice video streaming module

72. . . Control module

100. . . telephone system

101. . . General telephone system

1011. . . Physical telephone gateway

1012. . . General telephone

102. . . Internet telephony system

1021. . . VoIP gateway

1022. . . VoIP phone

140. . . Platform manager webpage

150. . . Member manager page

Claims (8)

A system for real-time network interaction, comprising: at least one database (50); at least one consumer webpage interaction device (60), the consumer webpage interaction device (60) further comprising: a voice video streaming module (61) The voice video streaming module (61) converts voice and video data streams between the consumer (110) and the Internet (120); a control module (62), the control module ( 62) processing a control signal between the consumer (110) and the Internet (120); at least one customer service multimedia message processing device (70), the customer service multimedia message processing device (70) further comprising: a voice video a streaming module (71), the voice video streaming module (71) converts a voice and video data stream between the customer service terminal (130) and the Internet terminal (120); a control module (72), the The control module (72) processes the control signal between the customer service terminal (130) and the Internet terminal (120); at least one network instant interaction platform (1), characterized in that the network instant interactive platform (1) The system includes: a platform management server (10), and the platform management server (10) accesses through a member account management module (11) The database (50) corresponds to the information to process the member's account and service application, and set the member's customer service call dispatching rules; the platform management server (10) processes the system network through an instant monitoring module (12) Connecting the quality signal; the platform management server (10) generates the consumption through an interactive service device generator (13) The webpage interactive device (60) is embedded in the webpage of the member for browsing by the consumer; the platform management server (10) generates the customer service multimedia message processing device (70) through the interactive service device generator (13) a member's computer; a platform control server (30), the platform control server (30) accesses the corresponding data of the database (50) through a signal control module (31) to process the consumer webpage interaction The device (60) and the control signal of the agent's multimedia message processing device (70); the platform control server (30) performs a member's customer service call dispatching rule through a call dispatching module; the platform controls the server (30) Performing call support information of the member's customer service personnel through a customer service support module (33) to provide service tools for other applications of the customer service personnel; the consumer webpage interactive device (60) and the customer service personnel multimedia message processing device (70) through the Internet The network end (120) is connected to the network real-time interactive platform (1); the consumer webpage interactive device (60) and the customer service personnel multimedia message processing device (70) are stored through the network instant interactive platform (1). Taking the corresponding data of the database (50); the network instant interactive platform (1) processes the consumer webpage interaction device (60) and the customer service personnel of the designated call according to the customer service call dispatching rule The device (70) establishes a connection, so that the consumer (110) and the customer service personnel (130) conduct voice conversations and video conversations. A system for real-time network interaction, comprising: at least one database (50); at least one consumer webpage interaction device (60), the consumer webpage interaction device (60) further comprising: a voice video streaming module (61), the voice video streaming module (61) converts voice and video data streams between the consumer (110) and the Internet (120); a control module (62) The control module (62) processes the control signal between the consumer (110) and the Internet (120); at least one network real-time interactive platform (1), characterized in that the network interactive platform (1) further comprising: a platform management server (10), the platform management server (10) accessing the corresponding data of the database (50) through a member account management module (11) to process the member The account and service application, setting the member's customer service call dispatching rule; the platform management server (10) processes the network connection quality signal of the system through an instant monitoring module (12); the platform management server (10) transmits An interactive service device generator (13) generates the consumer webpage interaction device (60) and embeds the webpage for the user to browse; a platform voice video streaming server (20), the platform voice video streaming servo The device (20) accesses the data corresponding to the database (50) to process the internet end a voice and video data stream between the fee provider webpage interactive device (60) and a general telephone system (101) and a network telephone system (102); a platform softswitch server (40), the platform softswitch server ( 40) exchanging signals between the network instant interactive platform (1) and the general telephone system (101) through a physical telephone gateway connection module (42); the platform softswitch server (40) is transmitted through a network A telephone gateway connection module (43) exchanges signals between the network instant interactive platform (1) and the network telephone system (102); a platform control server (30) that controls the server (30) Controlled by a signal The module (31) processes the control signal of the consumer webpage interaction device (60), controls the platform softswitch server (40) to select the physical telephone gateway connection module (42) or the network telephone gateway The device connection module (43); the platform control server (30) performs a member's customer service call dispatching rule through a call dispatching module (34); the platform control server (30) transmits a customer service support module (33) Processing the call support information of the customer service personnel to provide service tools for other applications of the customer service personnel; the consumer webpage interaction device (60) is connected to the online instant interaction platform (1) through the Internet terminal (120); The consumer webpage interaction device (60) accesses the corresponding data of the database (50) through the network instant interactive platform (1); the network instant interactive platform (1) according to the customer service call dispatching rule The consumer webpage interaction device (60) establishes a connection with the telephone number of the customer service personnel designated to call on the telephone system (100), so that the consumer terminal (110) and the customer service personnel terminal (130) perform voice conversation and video conversation. A system for real-time network interaction, comprising: at least one database (50); at least one consumer webpage interaction device (60), the consumer webpage interaction device (60) further comprising: a voice video streaming module (61) The voice video streaming module (61) converts voice and video data streams between the consumer (110) and the Internet (120); a control module (62), the control module ( 62) processing a control signal between the consumer (110) and the Internet (120); The at least one customer service multimedia message processing device (70) further includes: a voice video stream module (71) (130) voice and video data stream between the Internet (120); a control module (72), the control module (72) handles the client (130) and the Internet (120) Controlling signal; at least one network real-time interactive platform (1), characterized in that: the network real-time interactive platform (1) further comprises: a platform management server (10), the platform management server (10) transmits a The member account management module (11) accesses the corresponding data of the database (50) to process the member's account and service application, and set the member's customer service call dispatching rule; the platform management server (10) transmits an instant The monitoring module (12) processes the network connection quality signal of the system; the platform management server (10) generates the consumer webpage interaction device (60) through an interactive service device generator (13); the platform management servo The device (10) is generated by the interactive service device generator (13) The customer service multimedia message processing device (70) to the member's computer; a platform voice video streaming server (20), the platform voice video streaming server (20) accessing the database (50) corresponding to Data to process voice and video between the consumer web page interactive device (60) or the customer service multimedia message processing device (70) and a general telephone system (101) and a network telephone system (102) Data stream; a platform softswitch server (40), the platform softswitch server (40) exchanges the network real-time interactive platform (1) and a physical telephone gateway connection module (42) a signal between the telephone system (101); the platform softswitch server (40) exchanges the network instant interactive platform (1) with the network telephone system through a network telephone gateway connection module (43) ( a signal between 102); a platform control server (30), the platform control server (30) processes the consumer webpage interactive device (60) and the customer service multimedia message processing device via a signal control module (31) (70) a control signal, controlling the platform softswitch server (40) to select the physical telephone gateway connection module (42) or the network telephone gateway connection module (43); the platform control server (30) executing a member's customer service call dispatching rule through a call dispatching module (34); the platform control server (30) processes the customer service personnel's call support information through a customer service support module (33) to provide customer service a service tool for other applications of the personnel; the consumer webpage interaction device (60) and the customer service personnel multimedia message processing device (70) are connected to the network instant interaction platform (1) through the internet terminal (120); Interactive device (60), customer service personnel multimedia The processing device (70) accesses the corresponding data of the database (50) through the network instant interaction platform (1); the network instant interactive platform (1) makes the consumer webpage according to the customer service call dispatching rule The interactive device (60) establishes a connection with the customer service media message processing device (70) designated to call, or causes the consumer webpage interaction device (60) and the customer service personnel of the designated call on the telephone system (100) The telephone establishes a connection, so that the consumer (110) and the customer service personnel (130) conduct voice conversations and video conversations. The network real-time interactive system described in 2 or 3, wherein the agent call dispatching rule is selected from the group consisting of random assignment, group assignment, sequence waiting dispatch, and script dispatch At least one of them. The network instant interaction system of 2 or 3, wherein the call dispatching module (34) comprises a random dispatching module (341), a group of component sending modules (342), and a sequence of waiting dispatching modules ( 343) and a script dispatch module (344). A method according to the system for requesting instant interaction of a network according to claim 1, the method comprising the steps of: A) constructing at least one database (50); B) constructing at least one network instant interactive platform (1); C) the network The real-time interactive platform (1) receives the user's request to access the database (50) to execute the application for the member account and service, and set a call dispatching rule and a call support information of the member's service personnel; D) The online instant interaction platform (1) receives the request of the member established by step C, downloads and embeds a consumer webpage interaction device (60) into the webpage of the member for browsing, and downloads and installs at least one customer service personnel multimedia. The message processing device (70) to the computer of the member service staff (130); E) the consumer webpage interaction device (60) receives the click of the consumer browsing the member's webpage, and the instant interactive platform via the network (1) to activate the customer service multimedia message processing device (70) corresponding to the customer service personnel in the database (50) to establish a voice interaction, video interaction, text conversation and voice retention of the consumer and the customer service personnel. ; Interactive process of the service provider and the consumer can be transmitted through the network real-time interactive platform (1) to support the call of the information or service tool. A method for system for real-time network interaction according to claim 2, the method comprising the steps of: A) constructing at least one database (50); B) constructing at least one network instant interactive platform (1); C) the network The real-time interactive platform (1) receives the user's request to access the database (50) to execute the application for the member account and service, and set a call dispatching rule and a call support information of the member's service personnel; D) The online instant interaction platform (1) receives the request of the member established by step C, downloads and embeds a consumer webpage interaction device (60) into the webpage of the member for browsing, and downloads and installs at least one customer service personnel multimedia. The message processing device (70) to the computer of the member service staff (130); E) the consumer webpage interaction device (60) receives the click of the consumer browsing the member's webpage, and the instant interactive platform via the network (1) to activate the general telephone system (101) or a network telephone system (102) of the customer service personnel corresponding to the dispatching rule in the database (50) to establish a voice interaction between the consumer and the customer service personnel, Video interaction, text Talk with voice mail; interactive process of the service provider and the consumer can be transmitted through the network real-time interactive platform (1) to support the call of the information or service tool. A method for system for real-time network interaction according to claim 3, the method comprising the steps of: A) constructing at least one database (50); B) constructing at least one network instant interactive platform (1); C) the network The instant interactive platform (1) receives the user's request to access the database (50), To execute the application for membership account and service, and to set a call dispatching rule and a call support information for the member's service personnel; D) the online instant interactive platform (1) receives the request of the member established by step C, and will The consumer webpage interaction device (60) downloads and embeds the webpage of the member for browsing, and downloads and installs at least one customer service personnel multimedia message processing device (70) to the computer of the member service personnel terminal (130); The consumer webpage interaction device (60) receives a click of a consumer browsing the webpage of the member, and the webpage instant interactive platform (1) activates the corresponding corresponding to the customer service call dispatching rule in the database (50) a customer service multimedia message processing device (70) or a general telephone system (101) or a network telephone system (102) to establish voice interaction, video interaction, text chat and voice message between the consumer and the customer service personnel; During the process of consumer interaction, the online interactive platform (1) can be used to call support materials or service tools.