WO2008116421A1

WO2008116421A1 - Customer service system, customer service method and transfer server based on instant communication

Info

Publication number: WO2008116421A1
Application number: PCT/CN2008/070597
Authority: WO
Inventors: Kui Huang; Fomu Liang; Guoqing Li; Xiuxing Du; Qian Ding
Original assignee: Tencent Technology (Shenzhen) Company Limited
Priority date: 2007-03-28
Filing date: 2008-03-27
Publication date: 2008-10-02
Also published as: CN101076059A; CN101076059B

Abstract

The embodiment of the present invention discloses a customer service system based on instant communication, the customer service system includes a transfer server and at least one customer service terminal. The transfer server is used for receiving an IM message sent from an IM user terminal, sending the IM message to the customer service terminal, and forwarding to the IM user terminal an IM message which is a reply from the customer service terminal to the IM message sent from the IM user terminal. The customer service terminal is used for receiving the IM message forwarded by the transfer server and sending a replied IM message according to the IM message to the transfer server. The embodiment of the present invention discloses a transfer server and a customer service method based on instant communication at the same time. The technical scheme disclosed by the embodiment of the present invention can reduce the cost of the customer service system, and can make each of the customer service terminals serve a plurality of users at the same time.

Description

TECHNICAL FIELD The present invention relates to the technical field of customer service systems and customer service methods, and more particularly to a customer service system and a customer service method based on instant messaging, and a relay server. BACKGROUND OF THE INVENTION Customer service centers, also known as call centers, are a common way of communicating with users today. The traditional Call Center mainly uses the telephone as the main way to communicate with the user. The user can obtain the service of the enterprise by dialing a unified telephone number. Through the combination of telephone and computer systems, Computer Telecommunication Integration (CTI) technology has emerged. CTI technology can tightly integrate telephony and computer systems to enable many services, such as self-service consulting services, telephone banking, e-commerce, and more.

FIG. 1 is a schematic structural diagram of a typical customer service system in the prior art.

In Figure 1, the Public Switched Telephone Network (PSTN) is a global voice communications circuit switched network that is a collection of all circuit switched telephone networks. Private branch exchanges (PBXs) are primarily used to transfer calls between local line users within an enterprise while allowing local line users to enjoy a certain amount of external telephone line resources. The main purpose of the PBX is to save telephone lines. PBX is owned and operated by businesses, not telephone companies. The PBX generally includes: a telephone trunk line that ends at the PBX; a computer that manages and switches between the inside and outside of the PBX; a network line inside the PBX. Interactive Voice Response (IVR) is a software application that accepts voice call input or button selection and interacts with the user in an appropriate response form. IVR is generally one of the components embedded in a large application environment related to database access. Other devices are common devices and will not be described here. The workflow of the typical customer service system shown in Figure 1 is as follows: The user dials the customer service phone number of the enterprise, and the phone enters the customer service system of the enterprise through the PSTN; the user first obtains the service of the IVR through the CTI, and the CTI enters the corresponding process according to the input of the user. If the user chooses a manual service, then CTI will transfer the user to an agent through the PBX and provide services manually.

The above process is the core process of a telephone customer service system. At the same time, many supporting functions such as voice recording, retrieval, quality management, process management, scheduling, etc. have been developed in this core process. These features can be used in conjunction with the telephone customer service system. In addition, services such as Email and Voice over Internet Protocol (VoIP) are available via the Internet.

However, this CTI customer service system is very large, and it also determines its cost is very high, the average company is difficult to bear such high costs. Although the industry has a customized version of the system, its equipment can also be integrated, but it is not suitable for most small companies in terms of cost. Moreover, the telephone customer service system has its own shortcomings. For example, users need to pay a high communication fee. In addition, because the phone is blocked, an agent can only serve one user at a time, which is an efficiency bottleneck that cannot be avoided by the phone customer service system. Moreover, the characteristics of the telephone device determine that it can only perform voice interaction and cannot interact with multimedia. SUMMARY OF THE INVENTION In view of the above, an object of the present invention is to provide a customer service system and a customer service method based on instant messaging, and a relay server for reducing the cost of the customer service system.

In order to achieve the above object, the technical solution of the present invention is specifically implemented as follows:

A customer service system based on instant messaging, the customer service system includes a relay server and at least one customer service terminal; the relay server is configured to receive an IM message sent by the IM user terminal, and send the IM message to the selected customer service terminal And sending, by the customer service terminal, the IM message replied by the IM message to the IM user terminal; the customer service terminal is configured to receive the IM message forwarded by the transit server, and send the replied IM message to the transit server according to the IM message.

An IM-based customer service method, the method includes: the relay server receives the IM message sent by the IM user terminal, forwards the IM message to the customer service terminal, and forwards the IM message replied by the customer service terminal according to the IM message to the IM user terminal .

a relay server, comprising: a receiving unit and an IM message forwarding unit; the receiving unit is configured to receive an IM message sent by the IM user terminal and/or an IM message sent by the customer service terminal according to the IM message; The message forwarding unit is configured to forward the IM message sent by the IM user terminal to the customer service terminal to the customer service terminal, and the customer service terminal according to the IM message The replied IM message is forwarded to the IM user terminal.

As can be seen from the above solution, since the present invention provides a relay server in the instant messaging-based customer service system, during use, the transit server receives the IM message from the IM user terminal, and forwards the IM message to the customer service terminal. The customer service terminal processes the IM message from the IM user terminal and replies to the IM message, and then the relay server forwards the IM message from the customer service terminal to the corresponding IM user terminal, and subtly makes an IM account corresponding to multiple customer service terminals by using the relay server. Therefore, it is suitable for the application of the customer service system. Due to the above IM-based customer service system and method, the cost of the invention is far lower than that of the ordinary telephone customer service system, thereby reducing the cost of using the customer service system, and is not only suitable for small and medium-sized companies, but also for use in large companies. BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 is a schematic structural diagram of a typical customer service system in the prior art;

2 is a schematic structural diagram of an IM-based customer service system according to an embodiment of the present invention; FIG. 3 is a schematic flowchart of a customer service system in use according to an embodiment of the present invention;

4 is a schematic diagram of a queuing logic unit in a relay server according to an embodiment of the present invention; FIG. 5A is a schematic flowchart of a service terminal sending an IM message according to an embodiment of the present invention;

5B is a schematic flowchart of forwarding the IM message by the transit server in the embodiment of the present invention;

6A is a schematic diagram of a process of forwarding an IM message from a user by a relay server according to an embodiment of the present invention; FIG. 6B is a schematic diagram of a process of receiving and processing the IM message by the customer service terminal according to an embodiment of the present invention;

7 is a format of a message between a customer service terminal, a relay server, and an IM server according to an embodiment of the present invention;

FIG. 8 is a structural diagram of a relay server according to an embodiment of the present invention. BEST MODE FOR CARRYING OUT THE INVENTION In order to clarify the objects, technical solutions and advantages of the present invention, the present invention will be further described in detail by the following examples.

Instant messaging (IM) is a very common application in the network, and it is also the most convenient kind of ditch. Way of passing. IM not only provides multimedia, text, voice, video, etc., but also costs less. The invention applies IM to the customer service field, which not only reduces the cost for the enterprise, but also brings a revolutionary breakthrough to the user experience. Since IM messages can provide multimedia communication methods such as voice and video, the user experience can be greatly improved and the customer service efficiency can be improved.

When IM is applied to the customer service field, the user communicates with the customer terminal through the IM user terminal. Compared with the traditional Call Center, the enterprise needs a unified IM account instead of a phone number. When establishing a connection between the IM user terminal and the customer terminal, first establish a connection between the IM user terminal and the IM account used by the enterprise for customer service, and route the connection to a certain customer service terminal connected to the IM account. Due to the advantages of the network in this respect, compared with the traditional Call Center, the structure of the customer service system has been greatly reduced. The IM user terminal can be an IM tool or other form of IM client.

The above is a general concept of the present invention, and an exemplary embodiment will be described in detail below to enable those skilled in the art to understand and practice the invention.

Figure 2 is an architectural diagram of an IM-based customer service system. The customer service system shown in the figure includes at least a relay server and a plurality of customer service terminals. The transit server and the customer service terminal may be connected through the Internet or through a local area network; and the respective customer service terminals may be connected through the Internet or through a local area network.

In FIG. 2, the transit server is mainly used to receive an IM message from the IM user terminal, and forward the IM message from the IM user terminal to one of the customer service terminals. After the customer service terminal processes and responds to the IM message, the relay server will come from The IM message of the customer service terminal is forwarded to the corresponding IM user terminal through the IM server, thereby completing the IM message forwarding process. The customer service terminal is mainly used to process IM messages from the IM user terminal and reply to the IM message.

FIG. 3 is a schematic diagram of the workflow of the customer service system shown in FIG. 2. Referring to Figure 3, the work of the customer service system mainly includes the following steps:

Step 101: The IM user terminal establishes a connection with the IM server through the Internet, and obtains the customer service IM account of the enterprise. The IM user terminal sends an IM message to the customer service IM account via the Internet. This step is equivalent to the user dialing the customer service phone in the ordinary telephone customer service system. The IM message here may be a text message of a single ticket or a multimedia message.

Step 102: After receiving the IM message from the IM user terminal, the IM server in the Internet forwards the IM message to the client system according to the IM account in the IM message. Server. Generally, one customer service IM account corresponds to one transit server, and one transit server can correspond to one or more customer monthly accounts. If it is multiple guest monthly accounts, these IM accounts can be owned by one company or multiple companies. .

Step 103: The relay server performs scheduling analysis according to a certain logic, and allocates the IM message to one of the plurality of customer service terminals.

As shown in FIG. 4, the relay server may further include a queuing logic unit, and the queuing logic unit is mainly configured to allocate an IM message sent by the IM user terminal between the customer service terminals according to the predetermined queuing logic. For example, the queuing logic unit allocates an IM message: the queuing logic unit maintains some queues on the transit server, and these queues are composed of different IM user terminals that have established a connection with the customer service IM account, and the customer service IM account has different customer service terminals. Corresponding to different queues and usually only one queue, when an IM user terminal in a queue sends an IM message to the relay server, the relay server forwards the IM message to the customer service terminal corresponding to the queue. When a new IM user terminal establishes a connection with the customer service IM account and sends an IM message to the relay server, the relay server is based on the status of each customer terminal that has been recorded or acquired, such as busyness, and/or service classification, And/or the number of IM user terminals in the queue, etc., adding the new IM user terminal to a queue, thereby selecting a customer service terminal, and forwarding the IM message to the selected customer service terminal. The relay server may also use other predetermined queuing logic to allocate IM user terminals between the customer service terminals, such as with an evenly allocated queuing logic, randomly assigned queuing logic, and the like. Each queue can have a maximum length, which can be set or modified by the customer service terminal corresponding to the queue, thereby setting the maximum number of IM user terminals that the customer service terminal can simultaneously serve, when the number of IM user terminals in the queue reaches After the maximum number, the transit server will no longer add a new IM user terminal to the queue, so that the new IM user terminal is no longer allocated to the guest terminal.

Step 104: The relay server forwards the IM message from the IM user terminal to the assigned customer service terminal.

The above steps 101 to 104 exemplarily show the process of the IM user terminal transmitting the IM message to the customer service system, and the following steps 105 to 107 will exemplarily show the process of the customer service system transmitting the IM message to the IM user terminal.

Step 105: The guest terminal performs corresponding processing on the forwarded IM message, and then replies to the IM message, and sends the IM message from the customer service terminal to the transit server. Step 106: The relay server forwards the replied IM message to the IM server corresponding to the transit server in the Internet.

Step 107: The IM server forwards the replied IM message to the IM user terminal according to a normal IM message forwarding process.

In the above process, from the user's point of view, there is no difference between the customer service IM account and the ordinary IM account. The IM user terminal communicated with the IM customer service system in the embodiment of the present invention is the same as the existing IM user terminal, and does not need to be modified, so that the IM customer service system can be easily promoted. The customer service terminal in the customer service system uses an IM tool or other forms of IM client, but the same IM account can be used by multiple customer service terminals at the same time, and some functions related to customer service are also provided. In general, the customer service system of the embodiment of the present invention does not bring too much change to the existing IM server and the IM user terminal used by the user, mainly adding a transit server in the customer service system, and using more Customer service terminals. This transit server is equivalent to an IM client, which can log in to an IM system. However, it distributes the received messages to the customer service terminal, and returns the message replied by the customer service terminal to the IM user used by the user. terminal. From the perspective of the IM server, the transit server is just a common access IM account, that is, the customer service IM account. Therefore, the impact of this IM customer service system on the customer service terminal and the IM server is very small and can be easily developed and deployed. This is also a reason for low cost.

Continuing to refer to FIG. 2, in the customer service system, the customer service management terminal may be further included, and the customer service management terminal is configured to manage the customer service terminal in the customer service system, for example, managing the number, name, time, and the like of the customer service terminal. The customer service management terminal can manage the customer service terminal in the following manner: The customer service management terminal sets the permission of the customer service terminal, or prompts the current attention of the customer service terminal according to the recorded customer service terminal status.

Further, information sharing may also be performed between the customer service terminals of the customer service system, the sharing including sharing of chat records and/or sharing of user data. That is to say, no matter which IM user terminal communicates with which terminal, the other guest terminals can view the chat record of the communication, and can also view the user data of the IM user terminal. Each customer service terminal can directly share data such as its own chat history and/or user data to other customer service terminals, but this method is inconvenient to maintain data. Therefore, a shared database may be further included in the customer service system of the embodiment of the present invention. This shared database holds IM users The user profile of the terminal, the IM message from the IM user terminal corresponding thereto, and the IM message from the customer service terminal. Moreover, each customer service terminal can access this database to share data. The database may exist independently of the transit server, and the user data and the chat record obtained by the client terminal from the transit server are stored in the database; the database may also be located in the transit server, and the database is saved by the transit server. User data and chat history are stored in the database. The chat record and/or user data may be stored in a manner other than a database, or may be stored in a notebook or the like.

In addition, the customer service terminals can also transfer between the IM user terminals currently processed by one customer service terminal to another customer service terminal. There are various methods for transferring the IM user terminal between the customer service terminals. For example, the customer service terminal C queries the status of the other customer service terminals recorded and/or obtained by the relay server, and selects the customer service terminal according to the status of the other customer service terminals. D and trigger the transfer operation, the transfer server transfers the IM user terminal processed by the customer service terminal C to the customer service terminal D according to the transfer trigger; or, the transfer operation is triggered by the customer service terminal C, and the transfer server queries according to the transfer trigger. The status of the other customer service terminals recorded and/or acquired, a certain customer service terminal D is selected according to a predetermined rule, and the corresponding IM user terminal is transferred to the customer service terminal D; or, when the customer service terminal D receives After the IM user terminal transferred from the customer service terminal C, the customer service terminal D can determine whether to accept the IM user terminal by the transfer response operation input by the customer service personnel and/or the transfer rule predetermined by the customer service terminal D. If not, then After receiving the transfer response trigger, the transfer server may send a transfer failure message to the customer service terminal C. The transit server records and/or obtains the status of the customer service terminal by using the following method: The customer service terminal sets or updates the status of the customer service terminal according to the setting of the customer service personnel, and notifies the transfer server; or, the customer service terminal logs in according to the customer service terminal. Triggering operation, the number of IM user terminals being processed by the customer service terminal, and the current information flow between the guest winter end and the IM user terminal, and determining the status thereof, and notifying the status to the transit server; or, the relay server is served by the customer service The login trigger of the terminal, the number of IM user terminals being processed by the customer service terminal, and the current information flow between the customer service terminal and the IM user terminal determine the status of the customer service terminal.

The following is an example of a method for transferring an IM user terminal between the customer service terminals. In the embodiment of the present invention, a service terminal requests the relay server to transfer the currently processed IM user terminal to another customer service terminal, and the relay server according to the request The IM user terminal is sent later The incoming IM message is forwarded to the other customer service terminal. Specifically, at the time of transfer, the customer service terminal A can query whether there is an idle customer service terminal B that can accept the transfer, and if so, can transfer, otherwise it cannot be transferred, if it can be transferred, the customer service terminal A Sending a transfer command to the relay server, notifying the server to transfer the IM user terminal to the customer service terminal B, the transfer server adjusting the queue, and transferring the IM user terminal in the corresponding queue of the customer service terminal A to the corresponding queue of the customer service terminal B, In the subsequent process, the relay server forwards all IM messages sent by the IM user terminal to the client terminal B.

A customer service system also requires other functions, such as the setting of the company number, the setting of the customer service terminal number, statistics and monitoring, etc., as well as many other auxiliary functions. Because this customer service system is based entirely on instant messaging tools, the development and maintenance of these functions are relatively straightforward and the overall cost is low. In addition, in addition to setting the relay server to exist independently, the transit server can also be incorporated into the IM server of the existing IM system, so that the enterprise providing the customer service only needs to set a plurality of customer service terminals to implement the IM-based customer service, so that Keep costs to a minimum.

There are several ways to forward IM messages between the IM server, the relay server, and the customer service terminal. FIG. 5A is a schematic diagram of a flow of an IM message transmitted by a service terminal according to an embodiment of the present invention; FIG. 5B is a schematic flowchart of forwarding an IM message by a relay server according to an embodiment of the present invention; FIG. 6B is a schematic diagram of a process of receiving and processing the IM message by the customer service terminal according to the embodiment of the present invention; FIG. 7 is a diagram showing the format of an IM message between the customer service terminal, the relay server, and the IM server in the embodiment of the present invention. Referring to FIG. 5A and FIG. 5B, the IM message transmission process from the customer service terminal to the IM user terminal is as follows:

Step 201: When the customer service terminal sends an IM message compatible with the original IM system protocol to the IM system, the customer service terminal first generates an original IM system data packet body according to the original IM system protocol, that is, the data packet of the first line in FIG. body.

Step 202 to step 203, the customer service terminal adds the data packet header 2 and the corresponding data packet tail to the original IM system data packet body according to the original IM system protocol. The data packets at this time can generally be directly interpreted by the original IM system. However, the data packet cannot be sent directly to the transit server, because the transit server not only needs some information of the original IM system in the data packet header, but also needs some information unique to the customer service system, such as routing information, signaling number, and transit. Server timing, Internal agreement number and so on. Therefore, the customer service terminal further adds a customer service system data packet header and a corresponding data packet header to the data packet, that is, the packet header 1 of the first row in FIG. 7 and the corresponding data packet trailer.

Step 204: The customer service terminal sends the data packet including the data packet header 1 and the corresponding data packet tail, and the data packet header 2 and the corresponding data packet tail to the transit server.

Step 205 to step 206, after receiving the data packet sent by the customer service terminal, the relay server first performs a first layer analysis on the data packet, that is, obtains the customer service system information, the signaling number, etc. from the data packet header of the customer service system, and uses the signaling number. Determine if you want to continue forwarding. If a second layer analysis is needed, the original IM system protocol header, ie packet header 2, is analyzed.

Step 207: The transit server analyzes the original IM system protocol header, that is, the packet header 2, determines the target IM user terminal to be forwarded, and records the routing information. The routing information is recorded, and after the relay server receives the IM message from the IM user terminal again, the IM message is forwarded to the customer service terminal for preparation. The routing information may also be recorded in the process of forwarding the IM message from the IM user terminal to the customer service terminal, so that the relay server may forward the IM message replied by the customer service terminal to the IM user terminal according to the routing information.

Step 208 to step 209, after determining the target IM user terminal to be forwarded, the relay server strips the data packet header and the end of the customer service system, that is, strips the packet header 1 and the corresponding packet tail, so that the data packet only contains the packet header. 2 and the original IM system data packet corresponding to the end of the data packet, the transit server may have to make a small modification to the data packet header 2 and the corresponding data packet tail to meet the requirements of the original IM system. Finally, the relay server will process the original IM system data packet including the packet header 2 and the corresponding packet tail that can be adapted to the original IM system and then sent to the IM server.

Through the above steps 201 to 209, a data packet containing the IM message compatible with the original IM system protocol can be smoothly transmitted to the IM system and correctly interpreted. In this way, the IM system receives no difference between the data sent from the customer service system and the data sent from the IM system, and of course, the correct processing is also performed. For the IM message sent by the customer service system, if necessary, the IM user terminal can directly reply to the IM message, and the replied IM message is forwarded to the customer service terminal through a series of processing of the IM server and the relay server.

Referring to FIG. 6A and FIG. 6B, the process of the client terminal receiving the IM message sent by the IM user terminal from the IM server is as follows: Step 301 to step 302, the transit server receives the data packet sent by the IM system, that is, the original IM system data packet including the IM message, the packet header 2, and the corresponding data packet tail. The transit server first analyzes the header of the data and determines whether it is to be forwarded to the client terminal.

Step 303 to step 304, if forwarding, the relay server further determines the target customer service terminal to be forwarded by using the recorded routing information and the routing information carried in the original IM system data packet.

Step 305 to step 306, the relay server packages the data packet, and adds the data packet header of the customer service system, that is, the packet header 1 and the corresponding data packet tail, and most forwards to the customer service terminal.

Step 307 to step 309, after receiving the transit server data packet, the customer service terminal first determines whether the data packet header 1 and the corresponding data packet tail, and the data packet header 2 and the corresponding data packet tail original IM system are forwarded by the transit server. The data packet, if yes, strips the client system data packet header, that is, the packet header 1 and the corresponding data packet tail, to obtain the original IM system data packet including the IM system protocol header, that is, the packet header 2.

Step 310: The customer service terminal performs business logic processing according to the original IM system data packet including the data packet header 2.

Through the above data organization, the data forwarding inside the customer service system and the data forwarding between the customer service system and the original IM system are realized, and the existing IM server and the IM user terminal are not affected.

In addition to the data organization methods shown in Figs. 5A, 5B, 6A, and 6B, a communication protocol and a data packet format can be agreed between the client terminal and the relay server.

The transit server encapsulates the original IM system data packet from the IM server into the agreed data packet format, and sends the data to the customer service terminal according to the agreed communication protocol; after receiving the data packet from the transit server, the customer service terminal combines the agreed data The packet format analysis obtains the original IM system data packet, generates an replied IM message according to the original IM system data packet, generates an original IM system data packet according to the replied IM message according to the IM system protocol, and converts the data packet into the customer service terminal and After the data packet format agreed by the transit server is sent to the transit server according to the agreed communication protocol; the transit server converts the data packet received from the customer service terminal into a data packet format specified by the IM server, and sends the data packet to the IM server.

The embodiment of the present invention simultaneously discloses a relay server. FIG. 8 is a structural diagram of a relay server according to an embodiment of the present invention. As shown in FIG. 8, the relay server includes a receiving unit 801. And IM message forwarding unit 802.

The receiving unit 801 is configured to receive an IM message sent by the IM user terminal and/or an IM message that the customer service terminal replies according to the IM message. The IM message forwarding unit 802 is configured to forward the IM message sent by the IM user terminal to the customer service terminal to the customer service terminal, and forward the IM message replied by the customer service terminal according to the IM message to the IM user terminal.

The relay server may further include a queuing logic unit 803. The queuing logic unit 803 is configured to allocate an IM user terminal to the guest terminal according to the predetermined queuing logic and the queuing indication sent by the receiving unit 801, and notify the IM message forwarding unit 802 of the allocation result.

The IM message forwarding unit 802 is further configured to forward, according to the allocation result of the queuing logic unit 803, the IM message sent by the IM user terminal to which the customer service terminal is assigned to the customer service terminal. The receiving unit 801 is further configured to send a queuing indication to the queuing logic unit 803 according to the IM message sent by the IM user terminal to the customer service terminal.

The relay server may further include a switching unit 804. The switching unit 804 is configured to: after receiving the transfer request sent by the customer service terminal, transfer the IM user terminal to which the customer service terminal is assigned according to the transfer request to another customer service terminal, and send the message to the IM message forwarding unit 802. Send a transfer instruction. The IM message forwarding unit 802 is further configured to: after receiving the transfer instruction sent by the switching unit 804, forward the IM message sent by the IM user terminal to the other customer service terminal according to the transfer instruction.

The relay server may further include a routing information recording unit 805. The routing information recording unit 805 is configured to record routing information of the IM message. The IM message forwarding unit 802 is further configured to send the IM message sent by the IM user terminal to the customer service terminal according to the routing information recorded by the routing information recording unit 805.

The receiving unit 801 may further include a packet encapsulating unit 8011 and a packet analyzing unit 8012. The data packet encapsulating unit 8011 is configured to encapsulate the original IM system data packet sent by the IM user terminal to the customer service terminal into a data packet format agreed by the transit server and the customer service terminal, and send the encapsulated original IM system data packet to the IM. Message forwarding unit 802. The packet analysis unit 8012 is configured to analyze the data packet sent by the customer service terminal, convert the data packet into a data packet format specified by the IM server according to the analysis result, and send the data packet to the IM message forwarding unit 802.

The IM message forwarding unit 802 is further configured to forward the data packet sent by the data packet encapsulating unit 8011 to the customer service terminal, and forward the data packet sent by the data packet analyzing unit 8012 to the data packet. IM server. The data packet encapsulating unit 8011 is further configured to: add a customer service system data packet header including the customer service terminal information and a corresponding data packet tail to the original IM system data packet sent by the IM user terminal to the customer service terminal, and add the added original IM The system data packet is sent to the IM message forwarding unit 802. The packet analysis unit 8012 is further configured to analyze the header of the data packet sent by the customer service terminal, and send the data packet to the IM message forwarding unit 802 according to the packet header.

It can be seen from the above technical solution that the IM-based customer service system and the customer service method use the relay server IM user terminal and the customer service terminal to forward IM messages, so the cost is far lower than the ordinary telephone customer service system, thereby reducing the use of the customer service system by the enterprise. Cost, not only for small and medium-sized companies, but also for large companies. Different from each user in the telephone customer service system, only one user can be served at the same time. The user and the customer service personnel communicate with each other through the IM user terminal and the customer service terminal, so each customer service terminal can serve multiple users at the same time. Moreover, since the IM message can carry the multimedia message, the embodiment of the present invention can provide the multimedia service of the multimedia and improve the user experience. Since the network is now very popular and the cost is lower than the telephone, the cost of using the customer service system is reduced. On the other hand, since the IM message is mainly based on text, these text information can be saved or used for data analysis.

The above is only the preferred embodiment of the present invention, and is not intended to limit the present invention. Any modifications, equivalents, improvements, etc., which are included in the spirit and scope of the present invention, should be included in the present invention. Within the scope of protection.

Claims

Claim

1. A customer service system based on instant messaging IM, characterized in that the customer service system comprises a relay server and at least one customer service terminal;

The relay server is configured to receive an IM message sent by the IM user terminal, and send the IM message to the selected customer service terminal, and forward the IM message replied by the service terminal according to the IM message to the IM user terminal;

The customer service terminal is configured to receive an IM message forwarded by the relay server, and send the replied IM message to the relay server according to the IM message.

2. The customer service system according to claim 1, wherein the customer service system further comprises a customer service management terminal;

The customer service management terminal is configured to manage the customer service terminal by setting the permission of the customer service terminal or prompting the current attention of the customer service terminal according to the recorded service terminal status.

3. The customer service system according to claim 1, wherein the customer service system further comprises a storage device;

The storage device is configured to store user data of the IM user terminal and/or a chat record between the IM user terminal and the customer service terminal, and provide the stored data to the customer service terminal;

The customer service terminal further includes means for receiving data provided by the storage device.

4. The customer service system according to claim 1, wherein the relay server further comprises a queuing logic unit and an IM message forwarding unit;

The queuing logic unit is configured to allocate an IM user terminal to the customer service terminal according to predetermined queuing logic;

The IM message forwarding unit is configured to forward, according to the allocation result of the queuing logic unit, the IM message sent by the IM user terminal allocated by the customer service terminal to the customer service terminal.

The customer service system according to claim 1 or 4, wherein the relay server further comprises a switching unit;

The switching unit is configured to, after receiving the transfer request sent by the customer service terminal, forward the IM message sent by the IM user terminal to which the customer service terminal is assigned according to the transfer request Another customer service terminal.

6. The customer service system according to claim 1, wherein the relay server further comprises a routing information recording unit;

The routing information recording unit is configured to record the routing information of the IM message, send the IM message sent by the IM user terminal to the customer service terminal according to the routing information, and/or send the IM message replied by the customer service terminal to the IM user terminal. .

The customer service system according to claim 1, wherein the customer service terminal further comprises a data packet encapsulation unit, the relay server further comprises a data packet analysis unit, and the data packet encapsulation unit is configured to: The original IM system data packet sent to the IM user terminal is encapsulated into a data packet format agreed by the customer service terminal and the transit server, and the encapsulated original IM system data packet is sent to the transit server;

The data packet analyzing unit is configured to analyze the data packet sent by the customer service terminal, and convert the data packet into a data packet format specified by the IM server according to the analysis result.

The customer service system according to claim 1, wherein the customer service terminal further comprises a data packet analysis unit, the relay server further comprises a data packet encapsulation unit; the data packet analysis unit is configured to analyze the transit server The sent data packet is converted into the original IM system data packet according to the analysis result;

The data packet encapsulating unit is configured to convert the original IM system data packet sent by the IM user terminal to the customer service terminal into a data packet format agreed by the transit server and the customer service terminal.

The customer service system according to claim 1, wherein the customer service terminal further comprises a data packet encapsulation unit, the relay server further comprises a data packet analysis unit, and the data packet encapsulation unit is configured to: according to the IM system The protocol generates an original IM system data packet including an IM system protocol packet header and a corresponding data packet tail, and adds a customer service system data packet header including the customer service terminal information and a corresponding data packet tail to the original IM system data packet;

The data packet analyzing unit is configured to analyze a packet header of the data packet sent by the customer service terminal, and forward the data packet to the IM server according to the packet header.

The customer service system according to claim 1, wherein the customer service terminal further comprises a data packet analysis unit, wherein the relay server further comprises a data packet encapsulation unit;

The packet analysis unit is configured to analyze the header of the received data packet, according to the analysis The result is that the packet header is stripped to obtain the original IM system data packet;

The data packet encapsulating unit is configured to add a customer service system data packet header including the customer service terminal information and a corresponding data packet tail to the original IM system data packet sent by the IM user terminal to the customer service terminal.

The customer service system according to claim 1, wherein the relay server is different from the IM server in the IM system or is located in the IM server.

12. An IM-based customer service method, the method comprising: the relay server receives an IM message sent by an IM user terminal, forwards the IM message to a guest terminal, and replies the customer terminal according to the IM message The IM message is forwarded to the IM user terminal.

13. The method according to claim 12, wherein the method further comprises: storing user information of the IM user terminal and/or a chat record between the IM user terminal and the customer service terminal, and receiving an access request sent by the customer service terminal After that, the data is returned according to the access request.

The method of claim 12, wherein the forwarding the IM message to the customer service terminal further comprises:

The relay server allocates the IM user terminal to the selected customer service terminal according to the predetermined queuing logic, and forwards the IM message sent by the IM user terminal to the customer service terminal.

The method of claim 12 or 14, wherein the forwarding the IM message to the customer service terminal further comprises:

After receiving the transfer request sent by the customer service terminal, the transfer server sends the IM message sent by the IM user terminal to which the customer service terminal is assigned to another customer service terminal according to the transfer request.

The method of claim 12, wherein the method further comprises: the relay server recording the routing information of the IM message, and transmitting the IM message sent by the IM user terminal to the customer terminal according to the routing information, and/ Or, send the IM message replied by the customer terminal to the IM user terminal.

The transit server encapsulates the data packet carrying the IM message into the transit server and the customer service. The format of the data packet agreed by the terminal;

The returning the IM message according to the IM message by the guest terminal further includes:

The customer service terminal generates the original IM system data packet according to the IM message according to the replied IM message, and converts the data packet into a data packet format agreed by the customer service terminal and the transit server; and the IM that the customer terminal responds according to the IM message Before the message is forwarded to the IM user terminal, the method further includes:

The transit server converts the data packet carrying the IM message sent by the customer service terminal into a data packet format specified by the IM server.

The transit server adds a client system data packet header including the customer service terminal information and a corresponding data packet tail to the data packet carrying the IM message;

The customer service terminal generates the original IM system data packet body according to the IM system protocol according to the replied IM message, and adds a data packet header and a corresponding data packet tail to the data packet body according to the IM system protocol, and the data is based on the information of the customer service terminal. The packet body adds the data packet header of the customer service terminal system and the corresponding data packet tail;

Before forwarding the IM message replied by the guest terminal to the IM user terminal according to the IM message, the method further includes:

After receiving the data packet sent by the customer service terminal, the transit server strips the data packet header of the customer service terminal system and the corresponding data packet tail, and converts the data packet into a data packet format specified by the IM server.

19. A relay server, wherein the relay server comprises a receiving unit and an IM message forwarding unit;

The receiving unit is configured to receive an IM message sent by an IM user terminal and/or an IM message replied by the customer service terminal according to the IM message;

The IM message forwarding unit is configured to forward the IM message sent by the IM user terminal to the customer terminal to the customer service terminal, and forward the IM message replied by the customer service terminal according to the IM message to the IM user terminal.

20. The relay server according to claim 19, wherein the relay server Further including a queuing logic unit;

The queuing logic unit is configured to allocate an IM user terminal to the customer service terminal according to the predetermined queuing logic and the queuing indication sent by the receiving unit, and notify the IM message forwarding unit of the allocation result;

The IM message forwarding unit is further configured to: forward, according to the allocation result of the queuing logic unit, an IM message sent by the IM user terminal to which the customer service terminal is allocated to the customer service terminal; the receiving unit is further configured to: according to the received IM The IM message sent by the user terminal to the customer service terminal sends a queuing indication to the queuing logic unit.

The relay server according to claim 19, wherein the relay server further comprises a switching unit;

The switching unit is configured to: after receiving the transfer request sent by the customer service terminal, transfer the IM user terminal to which the customer service terminal is assigned to another customer service terminal according to the transfer request, and send the message to the IM message forwarding unit Send a transfer instruction;

The IM message forwarding unit is further configured to: after receiving the transfer indication sent by the switching unit, forward the IM message sent by the IM user terminal to the other customer service terminal according to the transfer instruction.

The relay server according to claim 19, wherein the relay server further comprises a routing information recording unit;

The routing information recording unit is configured to record routing information of an IM message;

The IM message forwarding unit is further configured to: send the IM message sent by the IM user terminal to the customer service terminal according to the routing information recorded by the routing information recording unit, and/or send the IM message replied by the customer service terminal to the IM user terminal.

The relay server according to claim 19, wherein the receiving unit further comprises a data packet encapsulation module and a data packet analysis module;

The data packet encapsulating module is configured to encapsulate the original IM system data packet sent by the IM user terminal to the customer service terminal into a data packet format agreed by the transit server and the customer service terminal, and send the encapsulated original IM system data packet to the data packet format. IM message forwarding unit;

The data packet analysis module is configured to analyze a data packet sent by the customer service terminal, convert the data packet into a data packet format specified by the IM server according to the analysis result, and send the data packet to the IM message forwarding unit; The IM message forwarding unit is further configured to: forward the data packet sent by the data packet encapsulating module to the customer service terminal, and forward the data packet sent by the data packet analysis module to the IM server.

The data packet encapsulating module is configured to add a customer service system data packet header including a customer service terminal information and a corresponding data packet tail to the original IM system data packet sent by the IM user terminal to the customer service terminal, and add the added original IM system data. The packet is sent to the IM message forwarding unit;

The data packet analysis module is configured to analyze a packet header of the IM message sent by the customer service terminal, and send the data packet to the IM message forwarding unit according to the packet header;

The IM message forwarding unit is further configured to forward the IM message to the customer service terminal according to the client service system data packet carried in the IM message sent by the IM user terminal to the customer service terminal, according to the packet header of the IM message sent by the customer service terminal, Forwarding the IM message to the IM user terminal.