TWI670961B - System and method of transmitting information for telephone customer service - Google Patents

Abstract

The present invention relates to a system and method for telephone customer service information transmission, comprising: a client application running on a smart terminal device, an authentication registration server, a client messaging server, and a message delivery server, the client The application generates a device identification code that matches the smart terminal device; the authentication registration server receives the client registration data from the registration authentication program of the client application, records the device identification code, and provides an inquiry phone number to match The device identification code; the client-side message sending server provides the information required by the client to the client; and the message delivery server receives the information required by the client provided by the client-side message sending server and borrows The data is transmitted by the network to the client application of the incoming user and displayed on the smart terminal device.

Description

System and method for telephone customer service information transmission

The invention relates to a technology for transmitting customer information to an incoming call client by using a telephone customer service, in particular, a system and a method for transmitting user-specific information to an incoming call end through a network connection after the customer service terminal answers the incoming call.

Common telephone check-in desk customer service switchboard service, customers call the incoming line customer service, please ask the customer service staff to check the phone number of the specific store, the customer service staff will inform the store phone number by phone and help transfer the customer call directly to the store where the inquiry is made. In order to make it convenient for callers to record the inquired stores, the customer service staff will send the store's store name, contact number, recent promotion and other store related information to the caller by sending a text message, but the newsletter can transmit the information. The format is usually only text-only and has the longest message length per SMS. It can't send out the store's advertising image or store logo pattern. If you use a multimedia message (MMS) to send a message, you can transfer the text, but the cost of sending the message is also increased. From the caller's point of view, the received text message contains the query The information of the store, if the newsletter contains network hyperlinks or contains a lot of text information, you need to click the hyperlink or other operations to get the information content, the operation requires many steps, not very convenient.

It can be seen that in addition to the above-mentioned prior art, in addition to the inability to save back-end operating expenses, after the caller receives the short message, the caller also needs to perform device operation to open and display the content of the received message, which is not a good designer. The inventor of the case, Nai Sisi, improved and innovated, and proposed a method and system for the telephone customer service to transmit information to the caller to solve the problems of the prior art.

The purpose of the invention is to provide a method for the telephone customer service to conveniently transmit information to the incoming call, and the caller can conveniently view the exclusive information sent by the customer service, and utilize the information and communication technology mechanism to enable the customer service terminal to receive the call. The method and system for conveniently transmitting information to a caller when calling a line to ask a question, wherein the smart terminal device of the present invention generally refers to an open service development interface compatible with Android, iOS or Windows Phone. The user terminal device executed by the application software can be downloaded from the application market.

For the purpose of the foregoing, the present invention provides a system for telephone customer service information transmission, comprising: a client application module running on a smart terminal device, which is used to execute a registration authentication procedure of a telephone number of a client terminal, And generating a device identification code that matches the smart terminal device; the authentication registration server is connected to the client application module on the smart terminal device, and receives the registration authentication program from the client application module. user terminal Registering data, recording the device identification code from the client application module, and providing the device identification code matched by the phone number; the client terminal sending server is configured to provide the information required by the client to the user And a message delivery server that receives the data required by the client provided by the client server, and queries the server through the authentication registration server to query the phone number of the client An identification code for confirming the smart terminal device of the user terminal, and transmitting, by the network, the data required by the user terminal to the client application module of the user end of the incoming call, so that the client application module receives The information required by the client from the messaging server is displayed on the smart terminal device.

The system for telephone customer service information transmission as described above further includes a database connected to the authentication registration server and the message delivery server for storing the client registration data, the phone number and the device identification code.

The system for telephone customer service information transmission as described above, wherein the client registration data includes at least a phone number of the client terminal and the device identification code of the smart terminal device of the client terminal.

As described above, the system for the telephone customer service information transmission, the information required by the client provided by the client server is at least the phone number of the user of the incoming call and the client wants to transmit the wisdom to the client. The content of the terminal device.

The system for transmitting telephone customer service information as described above, the message transmission server uses the device identification code to query the network connection corresponding to the smart terminal device, and transmits the client terminal through the network connection The required information is sent to the smart terminal device.

As described above, the system for telephone customer service information transmission, the message delivery server transmits the data to the user application of the incoming user by using a network, wherein the network includes a direct connection form direct network The connection between the line and the intermediate server is used to transfer the network connection.

The present invention further provides a method for telephone customer service information transmission, comprising: providing a client application module running on a smart terminal device to perform a registration authentication procedure and generating a device identification code matching the smart terminal device; providing authentication The registration server is connected to the client application module on the smart terminal device; the authentication registration server receives and records the client registration data including the phone number of the registration authentication program from the client application module, and the a device identification code, and querying the device identification code matched by the phone number; using a client terminal to send a server to provide information required by the client to the client; providing a message delivery server to receive the message from the client The information required by the server to be provided by the server, the device registration identifier is matched by the authentication registration server to check the device identification code matched by the phone number of the user terminal, to confirm the smart terminal device of the client terminal, and to borrow The user terminal that transmits the data required by the client to the user of the incoming call should The required information and the user receives the message transmitted from the server through the client application module and displayed in the smart terminal device; module.

The method for transmitting telephone customer service information as described above further includes providing a database connected to the authentication registration server and the message delivery server to store the client registration data, the phone number, and the device identification code. .

As described above, the method for transmitting the customer service information includes the phone number of the client terminal and the device identification code of the smart terminal device of the client terminal.

As described above, the method for transmitting the customer service information, the information required by the client provided by the client sending message server includes at least the phone number of the user of the incoming call and the service client wants to transmit to the client. The content of the smart terminal device.

The method for transmitting the customer service information by using the device identification code to query the network connection corresponding to the smart terminal device and transmit the data required by the user terminal through the network connection to the Smart terminal device.

As described above, the method for transmitting telephone customer service information includes a direct connection in a direct connection form and an indirect network connection through an intermediate server.

1‧‧‧Authorized registration server

2‧‧‧Message delivery server

3‧‧‧Smart terminal device

31‧‧‧ client application

4‧‧‧Database

5‧‧‧Customer Service Message Sending Server

S21~S28‧‧‧Steps

1 is a schematic diagram of a system architecture for telephone customer service information transmission according to the present invention; and FIG. 2 is a schematic flow chart of a method for transmitting telephone customer service information according to the present invention.

The technical contents of the present invention are described below by way of specific embodiments, and those skilled in the art can easily understand the advantages and effects of the present invention from the contents disclosed in the present specification. The invention may be embodied or applied by other different embodiments.

The purpose of the present invention is to provide a method for a telephone customer service to transmit information to an originating terminal. The caller must first install a client application module on the smart terminal device, which is a client application, and through the client application. Register the certification process and register the phone number to call the customer service to complete the certification registration process. After that, the caller will use the phone number of the registered program to dial the client terminal that implements the present invention, and the client terminal can use the mechanism of the present invention to transmit the message to the client application device of the smart terminal device via the network connection. .

Please refer to FIG. 1 , which is a schematic diagram of a system architecture of the present invention, including an authentication registration server 1, a message delivery server 2, a smart terminal device 3 having a client application 31, a database 4, and a client-side message sending servo. Device 5.

The database 4 is used for storing the user's authentication registration data, the telephone number of the user dialing the customer service, the unique device identification code generated by the client application 31, and also for storing various records generated when the entire system operates.

The client application 31 executes on the smart terminal device 3, and when the client application 31 is executed for the first time, the user is required to input a phone number to perform a registration process, and a unique set of identification codes is generated for the smart terminal device 3. . When the registration process is performed, the telephone number entered by the user and the unique device identification code are transmitted to the authentication registration server 1 to perform the registration process for the initial use. The client application 31 can receive the message sent by the message delivery server 2 and can display the message to the user for viewing.

The authentication registration server 1 is used to receive the authentication note when the user first uses it. The book information records the user telephone number and the unique device identification code obtained in the registration process in the database 4. In addition, the authentication registration server 1 is also used as the user identity authentication to identify whether the user is legal for registration. user.

The message delivery server 2 is configured to receive a message that the user sends a customer service call using the registered phone number, and the client terminal sends a message to the caller through the client message sending server 5. After receiving the message, the message delivery server 2 finds the corresponding unique device identification code through the phone number registered in the authentication registration server 1, and then uses the unique device identification code to find out that the corresponding caller holds the smart terminal device. The client application 31 in the 3, the message delivery server 2 transmits the message to the client application 31 through the network connection, and displays the message to the caller for viewing.

The customer service message sending server 5 is placed in the customer service network environment, and the customer service personnel can send the message to be sent to the caller user to the service server sending server 5 through the control system of the customer service check-in station. Then, the message delivery server 2 is sent through the network, and the message is sent to the caller's client application 31 through the system operation and the network, wherein the network includes a direct connection form and a direct network connection. The server is connected to the network in the form of a message transfer.

Referring to FIG. 2, the user calls the user to the client terminal, and the client sends the message to be delivered to the user's client application 31. The operation steps include:

S21: The user dials the previously registered phone number to the customer service.

S22: The customer service phone enters the line, the customer service personnel connects the phone, and takes The phone number of the calling user.

S23: The customer service person wants to send a message to the caller user, so the phone number of the user call and the content of the message to be delivered are transmitted as parameters to the client-side message sending server 5.

S24: The client-side message sending server 5 receives the parameter and forwards it to the message transmitting server 2 responsible for processing.

S25: After receiving the foregoing request, the message delivery server 2 queries the authentication registration server 1, confirms the unique device identification code corresponding to the caller number of the user when the user registers, and returns the unique device identification code to the message transmission. Server 2.

S26: The message delivery server 2 obtains network connection information with the client application 31 on the user smart terminal device 3 according to the unique device identification code according to the unique device identification code returned.

S27: The message delivery server 2 sends the content of the message to be delivered by the client to the user application 31 of the user through the network connection according to the network connection information obtained in the previous step.

S28: After receiving the message, the client application 31 on the smart terminal device 3 of the user displays the content of the message to the user through an appropriate manner.

In an embodiment, the client application 31 of the smart terminal device 3 is placed in the application market, and can be downloaded by the user to provide a user registration phone number interface, and can receive the message delivery server. 2 When the message is transmitted, it is displayed to the user for viewing.

The invention provides a method for a telephone customer service to transmit information to an incoming call end And the system, compared with other conventional technologies, has the following advantages: (1) The present invention allows the general customer service telephone system to transmit information to the caller in addition to the text message, and can also transmit the message directly to the caller. (2) Receiving a message through the client application, you can set to receive a specific message format, directly open the corresponding reading software, or perform a preset software action with the client application, for example After obtaining the user's consent, the user can send a message to the client application to perform simple device obstacle elimination detection, or return some device sensor information to the client terminal, which can reduce the user's complicated software operation and reduce the user and the user. The information error that may be caused by the customer service staff to report the device information through the oral presentation; (3) the information transmitted to the caller through the method and system of the present invention, the cost of a single message is lower than the traditional use of plain text message; (4) Since the user needs to register and authenticate the phone number, the present invention can establish a special relationship between the client terminal and the user. Information delivery pipeline, used to transport more customized or important message containing personal data, to provide users a more intimate services.

The detailed description of the present invention is intended to be illustrative of the preferred embodiments of the present invention, and is not intended to limit the scope of the present invention. In the scope of patents.

Claims (10)

A system for telephone customer service information transmission, comprising: a client application module running on a smart terminal device, configured to execute a registration authentication procedure of a telephone number of a client terminal, and generating a matching with the smart terminal device a device identification code; the authentication registration server is connected to the client application module on the smart terminal device, and receives the user registration data of the registration authentication program from the client application module, and the record is from the user terminal. The device identification code of the application module and the device identifier for matching the phone number are provided; the client-side message sending server is configured to provide the information required by the client to the client; and the message delivery server. Receiving the information required by the client provided by the client from the client, and querying the server to query the device identifier of the phone number of the client via the authentication registration server to confirm the client's The smart terminal device and the use of the network to transmit the data required by the client to the user of the incoming call End application module, so that the client application module receives the data required by the client from the message delivery server and displays the information on the smart terminal device; wherein the message delivery server transmits the device identification code Query the network connection information corresponding to the smart terminal device, and transmit the information required by the client terminal to the smart terminal device through the network connection. For the telephone customer service information transmission as described in item 1 of the patent application scope The system further includes a database connected to the authentication registration server and the message delivery server to store the client registration data, the phone number, and the device identification code. The system for transmitting telephone customer service information according to claim 1, wherein the client registration data includes at least a phone number of the client terminal and the device identification code of the smart terminal device of the client terminal. The system for transmitting telephone customer service information according to claim 1, wherein the information required by the client provided by the client server includes at least the phone number of the client and the customer service. The content that is intended to be transmitted to the smart terminal device. The system for transmitting telephone customer service information according to claim 1, wherein the network comprises a direct connection in a direct connection form and an indirect network connection in the form of a relay message through an intermediate server. A method for transmitting telephone customer service information, comprising: providing a client application module running on a smart terminal device to perform a registration authentication program and generating a device identification code matching the smart terminal device; providing an authentication registration server connection The client application module on the smart terminal device; the authentication registration server receives and records the client registration data including the phone number and the device identification code of the registration authentication program from the client application module, And querying the device identification code matched by the phone number; Using the client-side message sending server to provide the information required by the client to the client; providing a message delivery server to receive the information required by the client provided by the client-side message sending server, and registering via the certificate The server queries the device identification code matched by the telephone number of the user of the incoming call to confirm the smart terminal device of the user terminal, and transmits the data required by the user terminal to the user terminal of the incoming call by using the network. The client application module; and receiving, by the client application module, the information required by the client from the message delivery server and displaying the information on the smart terminal device; wherein the device identifier is used to query correspondingly The network connection information of the smart terminal device transmits the information required by the client to the smart terminal device through the network connection. The method for transmitting telephone customer service information as described in claim 6 further includes providing a database connected to the authentication registration server and the message delivery server to store the client registration data, the phone number And the device identification code. The method for transmitting telephone customer service information according to claim 6, wherein the client registration data includes at least a phone number of the client and the device identification code of the smart terminal device of the client. The method for transmitting the customer service information according to claim 6, wherein the information required by the client provided by the client server includes at least the call of the client. The number and the content that the client wants to transmit to the smart terminal device. The method for transmitting telephone customer service information according to claim 6, wherein the network comprises a direct network connection in a direct connection form and an indirect network connection in the form of a relay server through an intermediate server.