TWI603641B - Customer service system and method - Google Patents

Description

User service system and method

The present invention relates to a service system and method, and more particularly to a user service system and method that can quickly and locally dispatch nearby servers to assist users.

One of the most important projects in the service industry is whether it can provide customer service as soon as possible. In this regard, there are currently developers who have developed an integrated information system such as the “Integrated Visitor Service System” of the Republic of China New Patent Bulletin No. M450794, which provides an interactive information platform and a number of multimedia billboards for providing navigation, services, etc. Information and functions for performing various information services. The aforementioned multimedia billboards can be used as a tourist operation, and can serve as a window for communication with an interactive information platform to facilitate the information required by tourists.

However, the above-mentioned case must be equipped with many multimedia billboards, which is too expensive for general stores and stores.

There is also a "Intelligent Vehicle Automatic Dispatching Method and System" thereof in the Patent No. 201222492. It mainly includes a vehicle dispatching platform, a plurality of vehicle-mounted equipment, a user's handheld device, and a mobile communication network device, so that when the user wants to take a ride, the handheld device can notify the vehicle dispatching platform through the mobile network, and the dispatching platform searches for Vehicles that meet the relevant conditions provide users with a ride service to improve the driver's empty rate and save the cost of the fleet's customer service. However, the driver of the case still has to report to the dispatching platform whether it can carry passengers. It can be used by the vehicle dispatching platform to arrange passengers. It is inconvenient and less immediate.

Therefore, in order to provide a more rapid and immediate service for users to improve service quality, the present inventors propose a user service system for connecting a client electronic device, including: multiple server electronic devices, including one a positioning unit, a displacement sensor and a processing unit, the processing unit is connected to the positioning unit and the displacement sensor, the positioning unit is configured to generate information of a customer service position, and the displacement sensor is configured to generate a displacement amount Information processing, the processing unit generates an idle message and the customer service location when the displacement is less than a preset amount of displacement; and a management system, the signal is connected to the user electronic device and the server electronic device to receive The idle message and the foregoing customer service location, the management system includes a customer service module, the customer service module is configured to receive information of one of the user electronic devices to assist the request signal and a user location, to generate the idle message, and the customer service The server electronic device closest to the user location is used as a designated server, and the user location is transmitted to the server Given server.

Further, the management system further includes a near field communication detection module, wherein the user terminal electronic device includes a near field communication module, so that after the near field communication detection module reads the near field communication module, The client electronic device is connected to the management system.

Further, the management system further includes a guiding module, after the user terminal is connected to the electronic device and provides a destination information, the guiding module calculates a guiding route according to the destination information and the user position. To the client electronic device.

Further, the management system further includes an advertisement module for the user electronic device to browse and/or download an advertisement message, and the server electronic device is configured to provide or/or edit the advertisement information to the advertisement mode. group.

Further, the management system further includes an order module for receiving an order information provided by the client electronic device for the server electronic device to browse the order information.

Further, the order information includes a product data and a user data, and the service management system further includes a statistical analysis module for analyzing a product purchase count and a product purchase group information according to the product data and the user data.

Further, the server electronic device includes a setting module for closing the displacement sensor without generating the idle message.

The present invention is also a service management method, including: idle return: each server electronic device detects a displacement amount information by a displacement sensor, when the displacement amount is less than a preset preset displacement amount Generating an idle message and a customer service location and transmitting to a management system; assisting the service request: a service module of the service management system receives a help request signal and a user location of the client electronic device; the server assigns: The management system uses the idle message and the server electronic device whose service location is closest to the user location as a designated server, and transmits the user location to the designated server.

Further, the management system causes the client electronic device to return the user location periodically or irregularly to update the user location to the designated server, and the customer service location of the designated server is substantially the same as or located in the user location. When a service range is set, the reception of the aforementioned user location is stopped.

According to the above technical features, the following effects can be achieved:

1. The displacement sensor senses the displacement of the server, and judges whether it is idle and automatically returns, so that the nearby manpower can be dispatched to the service user, and the dispatch is more rapid, instant and convenient.

2. The server has an emergency situation, or when static work such as a paperwork is performed, the displacement sensor can be turned off by the setting module without generating the idle message.

3. It can be applied to large shopping malls and stores, and can be used with the incoming communication detection module, so that users can connect and detect automatically through the incoming communication detection module (for example, WI-FI and other wireless). Connection method) to the management system to enhance user convenience.

4. The user can use the order module of the management system to reserve the required products, and can use the advertisement module to browse or/and download an advertisement information to enhance the convenience of purchasing the products.

5. The statistical analysis module of the management system can provide information on the number of purchases of goods and the information of the purchase of the products for the user to use as a reference for purchase or as a basis for purchasing inventory.

(100)‧‧‧User Service System

(1)‧‧‧Customer electronic devices

(11)‧‧‧ Near Field Communication Module

(2) (2A) (2B) (2C) ‧ ‧ servant electronic devices

(21)‧‧‧ Positioning unit

(22)‧‧‧ Displacement Sensor

(23) ‧‧‧Processing unit

(24)‧‧‧Setting module

(3) ‧‧‧Management system

(31)‧‧‧ Customer Service Module

(32)‧‧‧ Near Field Communication Detection Module

(33)‧‧‧Guide modules

(34)‧‧‧Advertising Module

(35)‧‧‧Ordering Module

(36)‧‧‧Statistical Analysis Module

(A) ‧ ‧ service locations

[First figure] is a block diagram of a system according to an embodiment of the present invention.

[Second figure] is a schematic diagram of a system architecture of an embodiment of the present invention.

[Third Figure] is a flow chart of the steps of the embodiment of the present invention, which is used to illustrate the flow of connecting the electronic device of the client to the management system.

[Fourth Diagram] is a flow chart 2 of the steps of the embodiment of the present invention, which is used to describe a process in which the management system specifies the server electronic device as the designated server.

[Fifth Figure] is a schematic view showing the state of use of the embodiment of the present invention.

Combining the above technical features, the main functions of the user service system and method of the present invention will be clearly presented in the following embodiments.

Please refer to the first figure and the second figure to disclose a user service system (100) according to an embodiment of the present invention, for connecting a client electronic device (1) (for example, using a smart phone held by a user), The user service system (100) comprises: a plurality of server electronic devices (2) and a management system (3), wherein:

Each of the aforementioned server electronic devices (2) (for example, a smart phone used by a customer service personnel) includes a positioning unit (21), a displacement sensor (22) and a processing unit (23), the processing unit (23) connecting the positioning unit (21) and the displacement sensor (22), the positioning unit (21) is used to generate a customer service For position information, the displacement sensor (22) is used to generate a displacement amount of information. In detail, the positioning unit (21) is, for example, a built-in GPS positioning module of a smart phone. The displacement sensor (22) can be, for example, a linear accelerometer built in a smart phone (or a sense of gravity). G-sensor, which provides information on speed and displacement. The processing unit (23) is configured to calculate processing information, and the processing unit (23) generates an idle message and the foregoing customer service location to the management system (3) when the displacement amount is less than a preset predetermined displacement amount. Preferably, the server electronic device (2) further includes a setting module (24), so that the server closes the displacement sensor (22) during a static operation or an emergency situation such as a paperwork, without generating the idle state. message.

Continuing to refer to the first figure, the management system (3) signals the aforementioned client electronic device (1) and the server electronic device (2) to receive the idle message and the aforementioned customer service location. The management system (3) includes a customer service module (31) and a near field communication detection module (32), the customer service module (31) is a pre-written software module for receiving one of the user electronic devices (1) to assist the request The signal and a location of the user, and the processor can calculate the distance between the user location and the aforementioned customer service location. The near field communication detection module (32) can be disposed at an entrance of a service place such as a store, a shopping mall, a playground, and the like to read a near field communication module (11) of the client electronic device (1). The client electronic device (1) can be connected to the management system (3) when entering the service location. For example, the near field communication module (11) and the near field communication detection module (32) are, for example, communication modules using NFC (Near Field Communication (NFC) communication technology.

Please refer to the first figure. Preferably, the management system (3) further includes a guiding module (33), an advertising module (34), an ordering module (35) and a statistical analysis module ( 36) The guiding module (33) is configured to calculate a guiding route to the user after the user-side electronic device (1) is connected and provides a destination information according to the destination information and the user location. End electronic device (1). The advertisement module (34) is configured to allow the user electronic device (1) to browse and/or download an advertisement message, and the download mode can be directly downloaded to the client electronic device (1) or sent to a designated mailbox; In addition, the advertising text of the advertising module (34) The information can be provided or/and edited by the aforementioned server electronic device (2). The ordering module (35) is configured to receive an order information provided by the client electronic device (1), the order information includes a product data and a user data, and the server electronic device (2) browses the order information. . In detail, the user can provide the information required for the order of pick-up, pick-up time, recipient information, contact number, designated home delivery or on-site pickup. The statistical analysis module (36) is configured to analyze a product purchase number ranking and a commodity purchasing ethnic group information according to the commodity data and the user data, so as to serve as a reference for purchase, or as a basis for purchasing inventory of the store. In detail, the product purchase number ranking is obtained by accumulating the product information of each order information, and the more the accumulated quantity of the order is, the higher the ranking is. The purchase group information of the product can be based on the occupation, age, and place of residence in the user data. Statistics such as gender, statistics, etc., can be used to know the product information of a particular ethnic group preference.

Referring to the third and fifth figures, the user service method in the embodiment of the present invention is implemented by using the foregoing user service system, and includes the following methods:

User connection: The aforementioned near field communication detection module (32) is set in advance at the entrance of a service place (A) such as a store, a shopping mall, a playground, and the like. Therefore, when the user terminal electronic device (1) enters the service location, the near field communication detection module (32) can read the client electronic device (1) to make the client electronic device (1) Connect to the management system (3).

Continue to see the first and third figures. Navigation user: After the client electronic device (1) is connected to the management system (3), the management system (3) will first provide a navigation page if the client electronic device (1) inputs the foregoing purpose In the case of local information, the management system (3) calculates the navigation route according to the user location of the client electronic device (1) and the destination information, and provides the guidance route to the client electronic device (1). If the client electronic device (1) does not input the destination information, the management system (3) will provide the user electronic device (1) a navigation information page, such as a shopping mall map, a sale Information such as product information for the client electronic device (1) to browse. Preferably, the navigation information page further provides the client electronic device (1) for online question and answer. Specifically, the tour The information page may further provide an inquiry window, where the client electronic device (1) can leave a message, an attached file (such as a product photo), and the inquiry window can be browsed by the online customer service personnel for instant reply.

Please refer to the first and fourth figures. Idle the return: the server electronic device (2) detects the information of the displacement amount by the displacement sensor (22), and when the displacement is less than the preset displacement, the server electronic device (2) The processing unit (23) will generate the aforementioned idle message and the aforementioned customer service location and transmit to the aforementioned management system (3).

Please refer to the first and fourth figures. Assisting the service request: when the customer service module (31) of the management system (3) receives an assistance request signal and the user location of the user electronic device (1), the customer service module (31) will perform server assignment step. Continuing to refer to the second and fifth figures, the server assignment step is performed by the management system (3) to return the idle message, the customer service location server electronic device (2A) (2B) (2C) and the aforementioned user. The distance value of the user position of the end electronic device (1) (for example, the distance is 10 meters, 20 meters, 30 meters, respectively), and then the nearest server electronic device (2A) is used as a designated server, and Transfer the user location to the specified server. In this way, it is possible to transfer the available manpower to the service users, and the service manpower is more quickly, promptly and conveniently.

Referring to the first and fourth figures, preferably, the management system (3) causes the client electronic device (1) to return the user location periodically or irregularly to update the user location to the designated user. The server is to avoid searching because the user moves to another location. Then, when the customer service location of the management system (3) is substantially the same as the user location (for example, the location coordinates are the same) or is within a preset service range (for example, within 50 cm of the user location), The aforementioned user location can be stopped.

In view of the above description of the embodiments, the operation and use of the present invention and the effects produced by the present invention are fully understood, but the above embodiments are merely preferred embodiments of the present invention. The scope of the present invention is defined by the scope of the invention, and the equivalent equivalents and modifications of the invention are intended to be included within the scope of the invention.

(100)‧‧‧User Service System

(1)‧‧‧Customer electronic devices

(11)‧‧‧ Near Field Communication Module

(2) ‧‧‧Server electronic devices

(21)‧‧‧ Positioning unit

(22)‧‧‧ Displacement Sensor

(23) ‧‧‧Processing unit

(24)‧‧‧Setting module

(3) ‧‧‧Management system

(31)‧‧‧ Customer Service Module

(32)‧‧‧ Near Field Communication Detection Module

(33)‧‧‧Guide modules

(34)‧‧‧Advertising Module

(35)‧‧‧Ordering Module

(36)‧‧‧Statistical Analysis Module

Claims (6)

A user service system for connecting a client electronic device, comprising: a plurality of server electronic devices, each comprising a processing unit, a positioning unit and a displacement sensor, the processing unit connecting the positioning unit and the displacement a sensor, the positioning unit is configured to generate information of a customer service location, the displacement sensor is configured to generate a displacement amount of information, and the processing unit generates an idle time when the displacement amount is less than a preset predetermined displacement amount The message and the foregoing customer service location, wherein the server electronic device includes a setting module for closing the displacement sensor without generating the idle message; and a management system for connecting the user terminal electronic device and the foregoing service Receiving the idle message and the foregoing customer service location, the management system includes a customer service module, and the customer service module is configured to receive information of one of the user electronic devices to assist the request signal and a user location, so as to generate the The idle message, and the server electronic device whose location is closest to the user location as a designated server, and The user location is transmitted to the designated server, wherein the management system causes the client electronic device to return the user location periodically or irregularly to update the user location to the designated server, and the customer service location of the designated server is When the user location is substantially the same or is within a preset service range, the user location is stopped; the management system further includes a near field communication detection module, and the client electronic device includes a near field communication module. After the near field communication module is read by the near field communication detection module, the client electronic device is connected to the management system. The user service system of claim 1, wherein the management system further comprises a guiding module, after the user terminal is connected to the electronic device and provides a destination information, the guiding module is based on The destination information and the foregoing user location calculate a guidance route to the client electronic device. The user service system of claim 1, wherein the management system further comprises an advertisement module for the user electronic device to browse and/or download an advertisement message, the server electronic device To provide or/and edit the advertisement information to the advertisement module. The user service system of claim 1, wherein the management system further comprises an order module for receiving an order information provided by the client electronic device for the server electronic device to browse the order. News. The user service system of claim 4, wherein the order information comprises a product data and a user profile, and the management system further comprises a statistical analysis module for analyzing the product data and the user data. A product purchase count and a commodity purchase group information. A user service method includes: user connection: presetting a near field communication detection module at an entrance of a service location for at least one user electronic device to enter the service location, the near field communication detection The module reads the user terminal electronic device to connect the user terminal electronic device to a management system; idle report: each server electronic device detects a displacement amount information by using a displacement sensor, when When the displacement is less than a preset amount of preset displacement, an idle message and a customer service location are generated and transmitted to the management system; and the service request is: a customer service module of the management system receives an assistance from the user electronic device. Requesting a signal and a user location; the server assigns: the management system uses the idle message and the server electronic device whose location is closest to the user location as a designated server, and transmits the user location to the designated server The management system causes the client electronic device to return the user location periodically or irregularly to update the user location. When specifying the server, and the customer service is substantially at the same position and the position of the user or the designated server is within a predetermined range of a service, the user receives the stop position.