TWI546768B - Customer service device with automatic recognition function for multiple websites - Google Patents

Customer service device with automatic recognition function for multiple websites Download PDF

Info

Publication number
TWI546768B
TWI546768B TW100145998A TW100145998A TWI546768B TW I546768 B TWI546768 B TW I546768B TW 100145998 A TW100145998 A TW 100145998A TW 100145998 A TW100145998 A TW 100145998A TW I546768 B TWI546768 B TW I546768B
Authority
TW
Taiwan
Prior art keywords
customer service
visitor
service
website
information
Prior art date
Application number
TW100145998A
Other languages
Chinese (zh)
Other versions
TW201324430A (en
Inventor
詹偉強
Original Assignee
詹偉強
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 詹偉強 filed Critical 詹偉強
Priority to TW100145998A priority Critical patent/TWI546768B/en
Publication of TW201324430A publication Critical patent/TW201324430A/en
Application granted granted Critical
Publication of TWI546768B publication Critical patent/TWI546768B/en

Links

Description

多網站自動辨識之客服裝置 Multi-site automatic identification customer service device

本發明係關於一種網路客服裝置,特別是關於一種多網站自動辨識之客服裝置。 The invention relates to a network customer service device, in particular to a multi-site automatic identification customer service device.

隨著網路的發展,任何最新消息及文件檔案都能透過網路而傳遞,使人們在資訊傳輸上更為方便且快速。也因為網路具有如此的優點,許多的技術紛紛被轉移到網路上實現,客戶服務即是一例。 With the development of the Internet, any latest news and file files can be transmitted through the Internet, making people more convenient and fast in information transmission. Also because of the network's advantages, many technologies have been transferred to the Internet, and customer service is an example.

常見的網路客戶服務技術主要是在伺服端架設有網站,網站上除了產品、服務、或其它各種資訊外,還設有特定的連結。網站訪客於點選連結後,便能透過網路向網站方面要求諸如解說、疑問、報價、下單、及確認等服務,而網站的客服人員便會透過網路或是其它的通訊裝置(如電話、郵件等)來進行回應。如此便構成訪客與網站之間的交流,而實現了客戶服務。 The common network customer service technology is mainly to set up a website on the server side. In addition to products, services, or other various information, the website also has a specific link. After clicking on the link, visitors to the website can request services such as commentary, questions, quotations, placing orders, and confirmations through the Internet. The customer service staff of the website will use the Internet or other communication devices (such as the telephone). , mail, etc.) to respond. This constitutes the communication between the visitor and the website, and the customer service is realized.

然而,單一網站所提供產品、服務、或資訊內容通常不會僅止一項,往往根據產品、服務、及資訊內容的種類、或是實體店面的數量而對應設有多個網站。在這種情況中,若不同的網站要分別由特定的客服人員負責或要分別在訪客瀏覽的客服頁面上呈現對應的服務網站之相關內容時,則必須同時擁有多個客服系統或帳號來個別管理這些網站,這將使得資料變得龐大而難以整理。再者,由多個客服人員共同擔任客服角色時,由於個人的擅長或負責項目不同,在面對各式各樣的客服問 題時的人員分配會造成在客戶服務執行上的複雜化,而難以兼顧所有網站。 However, the product, service, or information content provided by a single website is usually not limited to one, and multiple websites are often provided depending on the type of product, service, and information content, or the number of physical stores. In this case, if different websites are to be responsible for the specific customer service personnel or to present the relevant content of the corresponding service website on the customer service page of the visitor, they must have multiple customer service systems or accounts at the same time. Managing these sites will make the data huge and difficult to organize. In addition, when multiple customer service personnel work together as a customer service role, they are faced with a variety of customer service questions because of their personal expertise or responsibility for different projects. The assignment of people at the time of the problem can complicate the execution of customer service, making it difficult to balance all websites.

緣此,本發明之目的即是提供一種多網站自動辨識之客服裝置,將單一用戶之所有服務網站的客戶服務予以統整,以改善上述習知網路客服裝置所存在的缺點。 Accordingly, the object of the present invention is to provide a multi-site automatic identification customer service device that integrates customer service of all service websites of a single user to improve the shortcomings of the above-mentioned conventional network customer service device.

本發明為解決習知技術之問題所採用之技術手段係提供一種多網站自動辨識之客服裝置,將單一用戶之所有服務網站統歸於單一用戶之客服管理機構執行客戶服務,客服裝置包括一訪客機構、客服管理機構、以及一伺服機構,其中訪客機構,與伺服機構之間傳送瀏覽於單一用戶之所有服務網站的一訪客訊息以及接收一客服訊息;客服管理機構,藉由登入伺服機構之一客服群組而管理對應該客服群組的單一用戶之服務網站,以與訪客機構之間接收來自對應的服務網站的訪客訊息以及傳送客服訊息至對應之訪客機構;該伺服機構,辨識訪客訊息對應的服務網站,而將對應的服務網站之相關內容提供訪客機構,並據以將訪客訊息分配至服務網站所對應的客服群組。 The technical means adopted by the present invention for solving the problems of the prior art provides a multi-site automatic identification customer service device, which integrates all service websites of a single user into a single user's customer service management organization to perform customer service, and the customer service device includes a visitor institution. a customer service management organization, and a servo organization, wherein the visitor institution and the servo organization transmit a visitor message for viewing all service websites of the single user and receive a customer service message; the customer service management organization, by logging in to the one of the service providers The group manages a service website of a single user corresponding to the customer service group to receive a visitor message from the corresponding service website with the visitor institution and transmit the customer service message to the corresponding visitor institution; the server identifies the visitor information corresponding to the visitor The service website provides the relevant content of the corresponding service website to the visitor institution, and accordingly distributes the visitor information to the customer service group corresponding to the service website.

依據本發明的一實施例,訪客機構包括一顯示於單一用戶之服務網站的訪問構件、以及一經觸發訪問構件而生成的交談構件。 In accordance with an embodiment of the invention, the visitor mechanism includes an access component displayed on a single user's service website, and a chat component generated upon triggering the access component.

依據本發明的一實施例,訪客機構更包括一基本資料輸入構件。 According to an embodiment of the invention, the visitor mechanism further includes a basic data input component.

依據本發明的一實施例,上述訪問構件在客服管理機構之控制下而自動生成。 According to an embodiment of the invention, the access component is automatically generated under the control of the customer service management organization.

依據本發明的一實施例,訪客訊息包括訪客識別資訊、訪客對話資訊、瀏覽器暫存資料、及訪客來源資訊之一或其組合。According to an embodiment of the invention, the visitor information includes one or a combination of visitor identification information, visitor dialogue information, browser temporary storage information, and visitor source information.

依據本發明的一實施例,上述訪客識別資訊包括訪客名稱、訪客IP位址、及來源服務網站之一或其組合。According to an embodiment of the invention, the visitor identification information includes one of a visitor name, a visitor IP address, and a source service website or a combination thereof.

依據本發明的一實施例,上述訪客來源資訊包括訪客來源頁及/或連結關鍵字。According to an embodiment of the invention, the visitor source information includes a visitor source page and/or a link keyword.

依據本發明的一實施例,客服管理機構包括一客服前台構件及一客服後台構件。According to an embodiment of the invention, the customer service management organization includes a customer service front-end component and a customer service back-end component.

依據本發明的一實施例,單一用戶具有至少一客服子帳號,分別歸屬於客服管理機構之其中一客服群組。According to an embodiment of the invention, a single user has at least one customer service sub-account, respectively belonging to one of the customer service management groups.

依據本發明的一實施例,伺服機構包括一用戶資料儲存構件,儲存每一個單一用戶的訪客訊息及客服訊息。According to an embodiment of the invention, the servo mechanism includes a user data storage component for storing visitor information and customer service messages for each single user.

經由本發明所採用之技術手段,無論設有多少服務網站,單一用戶能夠藉由登入伺服機構而於客服管理機構對所有服務網站執行客戶服務及其相關管理。不僅能夠減少資料量、並且使得客戶服務執行上更為簡化。再者,每個服務網站的訊息會由伺服機構分配至對應的客服群組,諸如訪客IP位址及來源服務網站等資訊也可進一步提供,據以由適合的客服人員執行客戶服務。並且,所有往返的訊息藉可由伺服機構所保存及整理,方便使用者對網站進行分析並得出改善方針。從而,能夠藉由更精簡的客服人力、更有適當的服務分配方式、以及更完整的彙整資訊來完善執行所有的服務網站的客戶服務。Through the technical means adopted by the present invention, regardless of how many service websites are provided, a single user can perform customer service and related management on all service websites by the customer service management organization by logging in to the service organization. Not only can it reduce the amount of data, but also make customer service execution more simplified. Furthermore, the information of each service website will be assigned by the server to the corresponding customer service group. Information such as the visitor IP address and the source service website can be further provided, so that the customer service can be performed by a suitable customer service staff. Moreover, all round-trip messages can be saved and organized by the server to facilitate the user to analyze the website and obtain an improvement policy. Therefore, it is possible to improve the execution of customer service of all service websites by means of more streamlined customer service, more appropriate service distribution methods, and more complete information.

本發明所採用的具體實施例,將藉由以下之實施例及附呈圖式作進一步之說明。The specific embodiments of the present invention will be further described by the following examples and the accompanying drawings.

請參閱第1圖至第6圖,第1圖係顯示依據本發明之一實施例的多網站自動辨識之客服裝置的示意圖、第2圖係顯示依據本發明之一實施例的多網站自動辨識之客服裝置的方塊圖、第3圖係顯示依據本發明之一實施例的訪客機構之基本資料輸入構件的示意圖、第4圖係顯示依據本發明之一實施例的訪客機構之交談構件的示意圖、第5圖係顯示依據本發明之一實施例的伺服機構之登入構件的示意圖、以及第6圖係顯示依據本發明之一實施例的客服管理機構的示意圖。 Please refer to FIG. 1 to FIG. 6 . FIG. 1 is a schematic diagram showing a multi-site automatic identification customer service device according to an embodiment of the present invention, and FIG. 2 is a diagram showing multi-site automatic identification according to an embodiment of the present invention. A block diagram of a customer service device, FIG. 3 is a schematic diagram showing a basic data input member of a visitor mechanism according to an embodiment of the present invention, and FIG. 4 is a schematic diagram showing a chat member of a visitor mechanism according to an embodiment of the present invention. 5 is a schematic diagram showing a login component of a servo mechanism according to an embodiment of the present invention, and FIG. 6 is a schematic diagram showing a customer service management mechanism according to an embodiment of the present invention.

如圖所示,依據本發明之一實施例的多網站自動辨識之客服裝置100包括訪客機構1a、1b、1c、一伺服機構2、及一客服管理機構3。伺服機構2連接於網路4,訪客機構1a、1b、1c與客服管理機構3則經由一網路4而連接伺服機構2。雖然在此一實施例中,訪客機構的數量為三、客服管理機構的數量為一,但本發明並不以此為限,訪客機構的數量可隨訪客的訪問量而自動地增減、客服管理機構的數量可隨客服人員的登入量而對應地增減。 As shown in the figure, a multi-site automatic identification customer service device 100 according to an embodiment of the present invention includes a visitor institution 1a, 1b, 1c, a servo mechanism 2, and a customer service management mechanism 3. The servo mechanism 2 is connected to the network 4, and the visitor mechanisms 1a, 1b, 1c and the customer service management mechanism 3 are connected to the servo mechanism 2 via a network 4. Although in this embodiment, the number of visitor organizations is three, and the number of customer service management organizations is one, the present invention is not limited thereto, and the number of visitor organizations can be automatically increased or decreased according to the visitor's visit amount. The number of management agencies can be increased or decreased correspondingly with the login amount of the customer service personnel.

訪客機構1a、1b、1c用於與伺服機構2之間傳送瀏覽於單一用戶之所有服務網站W1、W2、W3的一訪客訊息以及接收一客服訊息。訪客機構1a、1b、1c可具有各種結構,以訪客機構1a為例,可包括一訪問構件11、一基本資料輸入構件12、及一交談構件13。 The visitor institutions 1a, 1b, 1c are used to communicate with the servo 2 a visitor message browsing all service websites W1, W2, W3 of a single user and receiving a customer service message. The visitor mechanisms 1a, 1b, 1c may have various structures, and the visitor mechanism 1a may be exemplified, and may include an access member 11, a basic material input member 12, and a conversation member 13.

訪問構件11顯示於單一用戶之服務網站W1,其內容可包含文字及圖案。訪問構件11的顯示方式有很多種,例如:固定在網站的特定位置(例如,頁面邊緣、頁面角落、或頁面底部)的固定顯示方式、或是隨頁面捲軸滾動而位移的活動顯示方式等。訪問構件11的內容如上所述可為文字及/或圖案,並且進一步可隨著客服管理機構3的狀態而自動地變更為代表諸如”客服在線”或”客服離線”的文字或圖案。當服務網站W1的訪客觸發訪問構件11(例,利用滑鼠游標點擊訪問構件11)時,則連結至基本資料輸入構件12或交談構件13(在此一實施例中為連結至基本資料輸入構件12)。The access component 11 is displayed on a single user's service website W1, and its content may include text and graphics. The access member 11 can be displayed in various manners, for example, a fixed display manner fixed at a specific position of the website (for example, a page edge, a page corner, or a page bottom), or an active display manner displaced as the page scroll is scrolled. The content of the access component 11 can be text and/or graphics as described above, and can be further automatically changed to represent text or graphics such as "Customer Service Online" or "Customer Service Offline" with the status of the customer service management organization 3. When the visitor of the service website W1 triggers the access member 11 (for example, by clicking the access member 11 with the mouse cursor), it is linked to the basic material input member 12 or the conversation member 13 (in this embodiment, the link to the basic data input member) 12).

如第3圖所示,基本資料輸入構件12在此一實施例中具有一訪客資訊填寫部121、一客服類型選擇部122、一問題填寫部123、及一確認部124。訪客資訊填寫部121用於供訪客填寫諸如姓名、年齡、郵件地址、及電話等資訊,以方便客服人員能夠依據這些資料判斷訪客的需求,以作出適當的回應,以及可將這些資料儲存統整後作為日後網站訪客的數據分析之用。客服類型選擇部122用以供訪客選擇與客服人員之間是以文字進行交談、或是輔以語音進行交談,對於打字速度沒那麼快的人,輔以語音功能會使交談更為順利。問題填寫部123用以供訪客輸入問題,以隨著上述各項資訊一併傳送至伺服機構2,從而使客服人員儘早了解問題所在並作出回應、或是作為離線留言使得客服人員於上線後能立即得知有訪客發問。確認部124的功能如同一發送鍵,在訪客完成對應上述訪客資訊填寫部121、客服類型選擇部122、及問題填寫部123的填寫及選擇後,藉由觸發確認部124便能執行傳送動作。並且,在客服人員(或客服機器人)處於線上狀態時,也可藉由觸發確認部124而連結至交談構件13,以進行後續的交談動作。As shown in FIG. 3, the basic data input unit 12 has a visitor information filling unit 121, a customer service type selecting unit 122, a question filling unit 123, and a confirmation unit 124 in this embodiment. The visitor information filling unit 121 is used for the visitor to fill in information such as name, age, mail address, and telephone number, so that the customer service staff can judge the visitor's needs based on the data to make an appropriate response, and can store the data. Later, it will be used for data analysis of future website visitors. The customer service type selection unit 122 is used for the visitor to select whether to talk with the customer service personnel in words or to talk with the voice. For those who do not have a fast typing speed, the voice function can make the conversation smoother. The question filling part 123 is used for the visitor to input the question, so as to be transmitted to the servo mechanism 2 along with the above information, so that the customer service staff can understand the problem and respond as soon as possible, or serve as an offline message so that the customer service personnel can go online after being online. Immediately know that a visitor has asked questions. The function of the confirmation unit 124 is the same as the transmission key. After the visitor completes the filling and selection of the visitor information filling unit 121, the customer service type selection unit 122, and the question filling unit 123, the trigger confirmation unit 124 can execute the transfer operation. Further, when the agent (or the customer service robot) is in the online state, the triggering confirmation unit 124 may be connected to the conversation member 13 to perform the subsequent conversation operation.

如第4圖所示,交談構件13在此一實施例中包括一交談視窗部131、一網站資訊顯示部132、及一廣告顯示部133。交談資訊輸出入部131通常包含一交談主視窗131a、一輸入框131b、及一發送鍵131c。由客服管理機構3所傳來的客服訊息會於交談視窗部131顯示,訪客的發問則可於輸入框131b中輸入,並藉由觸發發送鍵131c來進行發送。在輔以語音的情況時,則可利用上網裝置所配備的麥克風及揚聲器,透過交談構件13的傳輸來進行交談。網站資訊顯示部132用於顯示服務網站W1的資訊,諸如網站名稱、網站敘述、及網站標幟等。而關於服務網站W1的這些資訊是由伺服機構2依據訪客訊息所對應的服務網站而將相關內容提供予訪客機構1,從而呈現於交談構件13。廣告顯示部133則用於顯示廣告圖文、或其它網站的連結。As shown in FIG. 4, the conversation component 13 includes a conversation window portion 131, a website information display portion 132, and an advertisement display portion 133 in this embodiment. The conversation information input/output unit 131 usually includes a conversation main window 131a, an input box 131b, and a transmission key 131c. The customer service message transmitted by the customer service management organization 3 is displayed in the chat window unit 131, and the guest's question can be input in the input box 131b and transmitted by triggering the transmission key 131c. In the case of supplemental voice, the microphone and speaker provided in the internet device can be used for conversation through the transmission of the conversation member 13. The website information display unit 132 is for displaying information of the service website W1, such as a website name, a website description, and a website logo. The information about the service website W1 is provided by the server 2 to the visitor institution 1 based on the service website corresponding to the visitor information, and is presented to the conversation member 13. The advertisement display unit 133 is configured to display an advertisement graphic or a link of other websites.

伺服機構2在此一實施例中包括一登入構件21及一用戶資料儲存構件22。登入構件21用以供客服人員登入之用。如第5圖所示,登入構件21在此一實施例中具有一用戶帳號輸入部211、一客服帳號輸入部212、一密碼輸入部213、一登入狀態選擇部214、及一登入確認部215。客服人員通過在用戶帳號輸入部211輸入用戶帳號、在客服帳號輸入部212輸入客服子帳號、在密碼輸入部213輸入密碼、以及在登入狀態選擇部214選擇登入狀態後,觸發登入確認部215(例,利用滑鼠游標點擊確認部215)即完成登入伺服機構2的動作。要注意的是,這裡所述的用戶帳號A是指單一用戶的總帳號,例如:公司帳號、管理員帳號等,此用戶帳號A是對應整個單一用戶,也就是對應到單一用戶之所有服務網站W1、W2、W3。在此用戶帳號A之下,單一用戶還可具有一個以上的客服子帳號A1、A2、A3、A4,每一個客服子帳號A1、A2、A3、A4可對應於一個客服人員。並且,這些客服子帳號A1、A2、A3、A4分別歸屬於某一客服群組G1、G2。在此一實施例中,客服子帳號A1、A2、A3對應於客服群組G1;客服子帳號A4對應於客服群組G2。每一個客服人員利用自己的客服子帳號則會登入其客服子帳號所屬的客服群組,並且依據客服群組的設定而管理單一用戶之對應的服務網站W1、W2、W3。在此一實施例中,客服群組G1對應於服務網站W1、W2;客服群組G2對應於服務網站W3。因此,客服人員在利用客服子帳號A1的情況下,則會登入客服群組G1而管理服務網站W1、W2;在利用客服子帳號A4的情況下,則會登入客服群組G2而管理服務網站W3。換言之,伺服機構2會辨識訪客訊息對應的服務網站(例,服務網站W1),而將訪客訊息分配至服務網站所對應的客服群組(即,客服群組G1),以由對應的客服子帳號(即,客服子帳號A1、A2、A3)進行管理。用戶資料儲存構件22儲存有每一個單一用戶的訪客訊息及客服訊息。訪客訊息包含諸如訪客名稱、訪客IP位址、瀏覽器暫存資料、及來源服務網站之類的訪客識別資訊、諸如訪客問題、發言、及語音之類的訪客對話資訊、以及諸如訪客來源頁、連結關鍵字之類的訪客來源資訊。這些訪客訊息可藉由訪客所自行輸入或是藉由監測服務網站W1、W2、W3而得到。伺服機構2即是依據這些資訊辨識出訪客訊息對應的服務網站為何,而執行對訪客機構1的資訊提供,以及對客服管理機構3的訊息分配動作。客服訊息則是包含各種來自客服管理機構3的訊息以及單一用戶於伺服機構2的各種註冊資料。The servo mechanism 2 includes an entry member 21 and a user profile storage member 22 in this embodiment. The login component 21 is used for customer service personnel to log in. As shown in FIG. 5, the login component 21 has a user account input unit 211, a customer service account input unit 212, a password input unit 213, a login status selection unit 214, and a login confirmation unit 215 in this embodiment. . The customer service person triggers the login confirmation unit 215 by inputting the user account in the user account input unit 211, inputting the customer service account number in the customer service account input unit 212, inputting the password in the password input unit 213, and selecting the login status in the login status selection unit 214 ( For example, the operation of the login servo mechanism 2 is completed by the mouse cursor click confirmation unit 215). It should be noted that the user account A described herein refers to the total account of a single user, for example, a company account, an administrator account, etc., and the user account A corresponds to the entire single user, that is, all service websites corresponding to a single user. W1, W2, W3. Under this user account A, a single user may also have more than one customer service sub-accounts A1, A2, A3, and A4, and each of the customer service sub-accounts A1, A2, A3, and A4 may correspond to one customer service personnel. Moreover, these customer service sub-accounts A1, A2, A3, and A4 belong to a certain customer service group G1, G2, respectively. In this embodiment, the customer service sub-accounts A1, A2, and A3 correspond to the customer service group G1; and the customer service sub-account A4 corresponds to the customer service group G2. Each customer service personnel uses their own customer service sub-account to log in to the customer service group to which their customer service sub-account belongs, and manage the corresponding service websites W1, W2, and W3 according to the settings of the customer service group. In this embodiment, the customer service group G1 corresponds to the service website W1, W2; the customer service group G2 corresponds to the service website W3. Therefore, when using the customer service sub-account A1, the customer service personnel will log in to the customer service group G1 to manage the service websites W1 and W2; in the case of using the customer service sub-account A4, the customer service group G2 will be logged in to manage the service website. W3. In other words, the server 2 recognizes the service website corresponding to the visitor message (for example, the service website W1), and assigns the visitor message to the customer service group corresponding to the service website (ie, the customer service group G1), so that the corresponding customer service group The account number (ie, the customer service sub-accounts A1, A2, A3) is managed. The user profile storage component 22 stores a visitor message and a customer service message for each single user. Visitor messages include visitor identification information such as visitor name, visitor IP address, browser staging material, and source service website, visitor conversation information such as visitor questions, speech, and voice, as well as visitor source pages, Visitor source information such as link keywords. These visitor messages can be obtained by the visitor himself or by monitoring the service websites W1, W2, W3. The servo mechanism 2 is based on the information identifying the service website corresponding to the visitor information, and performs the information providing to the visitor institution 1 and the message distribution action to the customer service management organization 3. The customer service message includes various information from the customer service management organization 3 and various registration materials of the single user on the servo organization 2.

客服管理機構3在此一實施例中包括一客服前台構件31及一客服後台構件32。客服前台構件31包括一客服狀態顯示部311、一後台連結部312、一訪客列表顯示部313、一客服列表顯示部314、一離線留言顯示部315、一訪客交談確認部316、一常用對話暫存部317、及一交談資訊輸出入部318。客服狀態顯示部311用以顯示客服人員的狀態,諸如用戶帳號、客服子帳號、客服群組、及線上/離線狀態等。後台連結部312經觸發則可連結至客服後台構件32,以供於客服後台構件32進行各種資訊的彙整、編輯等後台處理。訪客列表顯示部313用以顯示瀏覽於對應客服群組(例,客服群組G1)的單一用戶之即服務網站(例,服務網站W1、W2)的訪客列表。具體而言,客服管理機構3通過伺服機構2獲得來自所有服務網站的訪客訊息,並且例如訪客IP位址以及來源服務網站(例,網站名稱、網站標幟)等資訊可顯示於訪客列表顯示部313,以隨時了解訪問服務網站的訪客狀態,便於客服人員根據擅長或負責項目來對應提供客戶服務。藉由訪客列表顯示部313除了能夠得知瀏覽於單一用戶之服務網站的訪客列表之外,進一步地能夠供客服人員於客服管理機構3對訪客主動發出對話邀請。在客服管理機構3發出主動對話邀請的情況下,被邀請的訪客所瀏覽的服務網站W2會顯示出一詢問框樣式的訪問構件11’(如第1圖所示),並且於訪客觸發訪問構件11’之後生成交談構件13,實現由客服人員對訪客的主動邀請。客服列表顯示部314用以顯示目前登入伺服機構2的同一客服群組的其他客服人員及其狀態。離線留言顯示部315用以顯示客服人員尚未登入時的訪客留言。訪客交談確認部316用以顯示是否有訪客所發出的對話請求,以對欲回話的訪客進行選擇與確認。常用對話暫存部317用以存放常用的對話,以方便對常見問題作出快速且標準的回覆。交談資訊輸出入部318與訪客機構之交談資訊輸出入部131相似,用於輸入及顯示與訪客之間的對話以進行交談。 The customer service management organization 3 includes a customer service front-end component 31 and a customer service back-office component 32 in this embodiment. The customer service front-end component 31 includes a customer service status display unit 311, a background connection unit 312, a visitor list display unit 313, a customer service list display unit 314, an offline message display unit 315, a visitor chat confirmation unit 316, and a common dialog. The storage unit 317 and a conversation information output unit 318. The customer service status display unit 311 is configured to display the status of the customer service personnel, such as a user account, a customer service sub-account, a customer service group, and an online/offline status. The background connection unit 312 can be connected to the customer service background component 32 after being triggered, so that the customer service background component 32 can perform background processing such as collection and editing of various information. The guest list display unit 313 is configured to display a guest list of the service websites (for example, the service websites W1, W2) of the single users browsing the corresponding customer service group (for example, the customer service group G1). Specifically, the customer service management organization 3 obtains visitor information from all service websites through the server 2, and information such as the visitor IP address and the source service website (eg, website name, website logo) can be displayed on the visitor list display unit. 313, to keep abreast of the visitor status of the access service website, so that the customer service staff can provide customer service according to the expertise or responsible project. In addition to being able to know the visitor list of the service website of the single user, the visitor list display unit 313 can further provide the customer service staff to actively initiate a dialog invitation to the visitor at the customer service management organization 3. In the case where the customer service management organization 3 issues an active conversation invitation, the service website W2 browsed by the invited guest will display a query box style access member 11' (as shown in FIG. 1), and the visitor triggers the access member. After 11', a conversation component 13 is generated to implement an active invitation by the customer service staff to the visitor. The customer service list display unit 314 is configured to display other customer service personnel of the same customer service group currently logged into the servo mechanism 2 and their status. The offline message display unit 315 is configured to display a guest message when the agent has not logged in. The guest conversation confirmation unit 316 is configured to display whether there is a conversation request issued by the visitor to select and confirm the visitor who wants to return. The common conversation temporary storage unit 317 is used to store commonly used conversations to facilitate quick and standard responses to frequently asked questions. The conversation information input/output unit 318 is similar to the conversation information input/output unit 131 of the visitor institution for inputting and displaying a conversation with the visitor to conduct a conversation.

藉由上述的結構,無論單一用戶設有多少服務網站,皆能夠藉由登入伺服機構2而於客服管理機構3對所有服務網站W1、W2、W3執行客戶服務及其相關管理。不僅能夠減少系統資料量、並且能夠使得客戶服務執行上更為有效率。再者,每個服務網站的訊息會由伺服機構分配至對應的客服群組,諸如訪客IP位址及來源服務網站等資訊也可進一步提供,據以由適合的客服人員執行客戶服務。並且,所有往返的訊息藉可由伺服機構所保存及整理,方便使用者對網站進行分析並得出改善方針。從而,能夠藉由更精簡的客服人力、更有適當的服務分配方式、以及更完整的彙整資訊來完善執行所有的服務網站的客戶服務。 With the above configuration, regardless of how many service websites are provided by a single user, the customer service and related management can be performed on the service websites W1, W2, and W3 by the customer service management organization 3 by the login server 2. Not only can it reduce the amount of system data, but also make customer service execution more efficient. Furthermore, the information of each service website will be assigned by the server to the corresponding customer service group. Information such as the visitor IP address and the source service website can be further provided, so that the customer service can be performed by a suitable customer service staff. Moreover, all round-trip messages can be saved and organized by the server to facilitate the user to analyze the website and obtain an improvement policy. Therefore, it is possible to improve the execution of customer service of all service websites by means of more streamlined customer service, more appropriate service distribution methods, and more complete information.

由以上之實施例可知,本發明所提供之多網站自動辨識之客服裝置確具產業上之利用價值,故本發明業已符合於專利之要件。惟以上之敘述僅為本發明之較佳實施例說明,凡精於此項技藝者當可依據上述之說明而作其它種種之改良,惟這些改變仍屬於本發明之發明精神及以下所界定之專利範圍中。 It can be seen from the above embodiments that the multi-site automatic identification customer service device provided by the present invention has industrial utilization value, and the present invention has already met the requirements of the patent. The above description is only for the preferred embodiment of the present invention, and those skilled in the art can make other various improvements according to the above description, but these changes still belong to the inventive spirit of the present invention and the following definitions. In the scope of patents.

100‧‧‧多網站自動辨識之客服裝置 100‧‧‧Multiple website automatic identification customer service device

1a‧‧‧訪客機構 1a‧‧‧ Visitors

1b‧‧‧訪客機構 1b‧‧‧ Visitors

1c‧‧‧訪客機構 1c‧‧‧ visitor agency

11‧‧‧訪問構件 11‧‧‧Access components

11’‧‧‧訪問構件 11’‧‧‧Access components

12‧‧‧基本資料輸入構件 12‧‧‧Basic data input component

121‧‧‧訪客資訊填寫部 121‧‧‧ Visitor Information Filling Department

122‧‧‧客服類型選擇部 122‧‧‧Customer Service Type Selection Department

123‧‧‧問題填寫部 123‧‧‧Question section

124‧‧‧確認部 124‧‧‧Confirmation Department

13‧‧‧交談構件 13‧‧‧Conversation components

131‧‧‧交談視窗部 131‧‧‧Consultation Window

131a‧‧‧交談主視窗 131a‧‧‧Talk to the main window

131b‧‧‧輸入框 131b‧‧‧ input box

131c‧‧‧發送鍵131c‧‧‧Send key

132...網站資訊顯示部132. . . Website information display department

133...廣告顯示部133. . . Advertising display department

2...伺服機構2. . . Servo mechanism

21...登入構件twenty one. . . Login component

211...用戶帳號輸入部211. . . User account input department

212...客服帳號輸入部212. . . Customer service account input department

213...密碼輸入部213. . . Password input

214...登入狀態選擇部214. . . Login status selection

215...確認部215. . . Confirmation department

22...用戶資料儲存構件twenty two. . . User data storage component

3...客服管理機構3. . . Customer service organization

31...客服前台構件31. . . Customer service front panel

311...客服狀態顯示部311. . . Customer service status display

312...後台連結部312. . . Background link

313...訪客列表顯示部313. . . Visitor list display

314...客服列表顯示部314. . . Customer service list display

315...離線留言顯示部315. . . Offline message display

316...訪客交談確認部316. . . Visitor chat confirmation department

317...常用對話暫存部317. . . Common dialogue temporary storage

318...交談資訊輸出入部318. . . Conversation information output department

32...客服後台構件32. . . Customer service background component

4...網路4. . . network

A...用戶帳號A. . . user account

A1...客服子帳號A1. . . Customer account

A2...客服子帳號A2. . . Customer account

A3...客服子帳號A3. . . Customer account

A4...客服子帳號A4. . . Customer account

G1...客服群組G1. . . Customer service group

G2...客服群組G2. . . Customer service group

W1...網站W1. . . website

W2...網站W2. . . website

W3...網站W3. . . website

第1圖係顯示依據本發明之一實施例的多網站自動辨識之客服裝置的示意圖;第2圖係顯示依據本發明之一實施例的多網站自動辨識之客服裝置的方塊圖;第3圖係顯示依據本發明之一實施例的訪客機構之基 本資料輸入構件的示意圖;第4圖係顯示依據本發明之一實施例的訪客機構之交談構件的示意圖;第5圖係顯示依據本發明之一實施例的伺服機構之登入構件的示意圖;第6圖係顯示依據本發明之一實施例的客服管理機構的示意圖。 1 is a schematic diagram showing a multi-site automatic identification customer service device according to an embodiment of the present invention; and FIG. 2 is a block diagram showing a multi-site automatic identification customer service device according to an embodiment of the present invention; Showing the basis of a visitor institution in accordance with an embodiment of the present invention A schematic diagram of the data input member; FIG. 4 is a schematic diagram showing a chat member of a visitor mechanism according to an embodiment of the present invention; and FIG. 5 is a schematic view showing a login member of a servo mechanism according to an embodiment of the present invention; 6 is a schematic diagram showing a customer service management mechanism in accordance with an embodiment of the present invention.

100‧‧‧多網站自動辨識之客服裝置 100‧‧‧Multiple website automatic identification customer service device

1a‧‧‧訪客機構 1a‧‧‧ Visitors

1b‧‧‧訪客機構 1b‧‧‧ Visitors

1c‧‧‧訪客機構 1c‧‧‧ visitor agency

11‧‧‧訪問構件 11‧‧‧Access components

11’‧‧‧訪問構件 11’‧‧‧Access components

13‧‧‧交談構件 13‧‧‧Conversation components

2‧‧‧伺服機構 2‧‧‧Servo

22‧‧‧用戶資料儲存構件 22‧‧‧User data storage component

3‧‧‧客服管理機構 3‧‧‧Customer Service Management Agency

4‧‧‧網路 4‧‧‧Network

A‧‧‧用戶帳號 A‧‧‧user account

A1‧‧‧客服子帳號 A1‧‧‧ customer service sub-account

A2‧‧‧客服子帳號 A2‧‧‧ Customer Service Account

A3‧‧‧客服子帳號 A3‧‧‧Customer sub-account

A4‧‧‧客服子帳號 A4‧‧‧ Customer Service Account

G1‧‧‧客服群組 G1‧‧‧Customer Service Group

G2‧‧‧客服群組 G2‧‧‧Customer Service Group

W1‧‧‧網站 W1‧‧ website

W2‧‧‧網站 W2‧‧ website

W3‧‧‧網站 W3‧‧ website

Claims (10)

一種多網站自動辨識之客服裝置,係將單一用戶之所有服務網站統歸於該單一用戶之一客服管理機構執行客戶服務,該客服裝置包括一訪客機構、該客服管理機構、以及一伺服機構,其中該訪客機構,係與該伺服機構之間傳送一訪客瀏覽於該單一用戶之所有服務網站的一訪客訊息以及接收來自該客服管理機構的一客服訊息;該客服管理機構,供一客服人員藉由登入該伺服機構之一客服群組而由該客服人員管理對應該客服群組的該單一用戶之服務網站,以與該訪客機構之間接收來自該對應的服務網站的該訪客訊息以及傳送該客服訊息至對應之訪客機構;該伺服機構,係接收來自該訪客機構的訪客訊息而辨識該訪客訊息所對應的服務網站,而將該所對應的服務網站之相關內容提供該訪客機構,並據以將該訪客訊息分配至管理該服務網站的客服群組,以由對應該客服群組的客服人員進行該客戶服務。 A multi-site automatic identification customer service device is to perform all customer service websites of a single user to one of the single user service management organizations to perform customer service, the customer service device includes a visitor institution, the customer service management organization, and a servo mechanism, wherein The visitor institution transmits a visitor message between the visitor and the service provider to all the service websites of the single user and receives a customer service message from the customer service management organization; the customer service management organization is provided by a customer service personnel Logging in to a customer service group of the server, and the customer service staff manages the service website of the single user corresponding to the customer service group to receive the visitor information from the corresponding service website and transmit the customer service Sending a message to the corresponding visitor institution; the server receives the visitor information from the visitor institution and identifies the service website corresponding to the visitor information, and provides the relevant content of the corresponding service website to the visitor institution, and according to Assigning the visitor message to a customer service group that manages the service website to Support groups for customer service should be the customer service. 如申請專利範圍第1項所述之多網站自動辨識之客服裝置,其中該訪客機構包括一顯示於該單一用戶之服務網站的訪問構件、以及一經觸發該訪問構件而生成的交談構件。 The multi-site automatic identification customer service device of claim 1, wherein the visitor institution comprises an access component displayed on the single user's service website, and a chat component generated upon triggering the access component. 如申請專利範圍第2項所述之多網站自動辨識之客服裝置,其中該訪客機構更包括一基本資料輸入構件。 The multi-site automatic identification customer service device as described in claim 2, wherein the visitor institution further comprises a basic data input component. 如申請專利範圍第2項所述之多網站自動辨識之客服裝置,其中該訪問構件係在該客服管理機構之控制下而自動生成。 For example, the multi-site automatic identification customer service device described in claim 2, wherein the access component is automatically generated under the control of the customer service management organization. 如申請專利範圍第1項所述之多網站自動辨識之客服裝置,其中該訪客訊息包括訪客識別資訊、訪客對話資訊、及訪客來源資訊之一或其組合。 The multi-site automatic identification customer service device as described in claim 1, wherein the visitor information includes one or a combination of visitor identification information, visitor dialogue information, and visitor source information. 如申請專利範圍第5項所述之多網站自動辨識之客 服裝置,其中該訪客識別資訊包括訪客名稱、訪客IP位址、瀏覽器暫存資料、及來源服務網站之一或其組合。 Multi-site automatic identification as described in item 5 of the patent application scope The device device, wherein the visitor identification information includes one of a visitor name, a visitor IP address, a browser temporary storage material, and a source service website or a combination thereof. 如申請專利範圍第5項所述之多網站自動辨識之客服裝置,其中該訪客來源資訊包括訪客來源頁及/或連結關鍵字。 The multi-site automatic identification customer service device as described in claim 5, wherein the visitor source information includes a visitor source page and/or a link keyword. 如申請專利範圍第1項所述之多網站自動辨識之客服裝置,其中該客服管理機構包括一客服前台構件及一客服後台構件。 For example, the multi-site automatic identification customer service device described in claim 1 of the patent scope, wherein the customer service management organization includes a customer service front-end component and a customer service back-end component. 如申請專利範圍第1項所述之多網站自動辨識之客服裝置,其中該單一用戶具有至少一客服子帳號,分別歸屬於該客服管理機構之其中一客服群組。 For example, the multi-site automatic identification customer service device described in claim 1 , wherein the single user has at least one customer service sub-account, respectively belonging to one of the customer service management groups. 如申請專利範圍第1項所述之多網站自動辨識之客服裝置,其中該伺服機構包括一用戶資料儲存構件,儲存該每一個單一用戶的該訪客訊息及該客服訊息。 The multi-site automatic identification customer service device as described in claim 1, wherein the server mechanism comprises a user data storage component for storing the visitor message and the customer service message of each of the single users.
TW100145998A 2011-12-13 2011-12-13 Customer service device with automatic recognition function for multiple websites TWI546768B (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
TW100145998A TWI546768B (en) 2011-12-13 2011-12-13 Customer service device with automatic recognition function for multiple websites

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
TW100145998A TWI546768B (en) 2011-12-13 2011-12-13 Customer service device with automatic recognition function for multiple websites

Publications (2)

Publication Number Publication Date
TW201324430A TW201324430A (en) 2013-06-16
TWI546768B true TWI546768B (en) 2016-08-21

Family

ID=49033050

Family Applications (1)

Application Number Title Priority Date Filing Date
TW100145998A TWI546768B (en) 2011-12-13 2011-12-13 Customer service device with automatic recognition function for multiple websites

Country Status (1)

Country Link
TW (1) TWI546768B (en)

Families Citing this family (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN107590159A (en) * 2016-07-08 2018-01-16 阿里巴巴集团控股有限公司 The method and apparatus that robot customer service turns artificial customer service
TWI641969B (en) * 2017-06-28 2018-11-21 宏碁股份有限公司 Electronic device and operation method thereof and server host device

Also Published As

Publication number Publication date
TW201324430A (en) 2013-06-16

Similar Documents

Publication Publication Date Title
US7548930B2 (en) Platform for management of internet based public communications and public comment
US7181696B2 (en) System and method for performing market research studies on online content
US20090222382A1 (en) Platform for management of internet based public communications and public comment
CN103679967B (en) Self-service dealing terminal, preposition equipment, self-service terminal system
US20140201292A1 (en) Digital business card system performing social networking commonality comparisions, professional profile curation and personal brand management
US8869054B2 (en) Framework for persistent user interactions within web-pages
US9064262B2 (en) Method and apparatus for exchange of information
US10748157B1 (en) Method and system for determining levels of search sophistication for users of a customer self-help system to personalize a content search user experience provided to the users and to increase a likelihood of user satisfaction with the search experience
TWI546768B (en) Customer service device with automatic recognition function for multiple websites
US11252537B2 (en) Method, apparatus, and computer program product for organizational telemetry discovery within a group based communication system
JP6369968B1 (en) Information providing system, information providing method, program
US20200372434A1 (en) Systems and methods for interacting with a client device
KR102140180B1 (en) Investment Intermediation System and Method Thereof
Martínez Sánchez et al. The Implementation of new technologies in internal communication: A study of the main platforms and applications
JP2019160114A (en) Manager matching program, system and method
KR101767946B1 (en) Content management system and method
KR20000024282A (en) System and method for providing a chatting service with time-variant information
KR20060058597A (en) System and method for searching the buddy of an instant messenger on the web search site
JP6212308B2 (en) Communication system
US11115228B2 (en) Method, apparatus, and computer program product for individual profile telemetry discovery within a group based communication system
US20200169518A1 (en) Method, apparatus, and computer program product for organizational telemetry discovery within a group based communication system
WO2022044813A1 (en) Communication device, communication method, and program
US20210168099A1 (en) System and method enabling real-time communication rating by predefined conditions connected with rating summary agent application display and the automated sending system
US20190325488A1 (en) Interactive real-time cloud-based review system
TWM507010U (en) Intelligence matchmaking system

Legal Events

Date Code Title Description
MM4A Annulment or lapse of patent due to non-payment of fees