WO2023035807A1 - 客服业务实现方法、装置、计算机设备和可读介质 - Google Patents

客服业务实现方法、装置、计算机设备和可读介质 Download PDF

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Publication number
WO2023035807A1
WO2023035807A1 PCT/CN2022/109409 CN2022109409W WO2023035807A1 WO 2023035807 A1 WO2023035807 A1 WO 2023035807A1 CN 2022109409 W CN2022109409 W CN 2022109409W WO 2023035807 A1 WO2023035807 A1 WO 2023035807A1
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Prior art keywords
information
user terminal
ims
audio
multimedia
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PCT/CN2022/109409
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English (en)
French (fr)
Inventor
缪永生
洪钧
施良
章璐
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中兴通讯股份有限公司
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Priority to KR1020247007814A priority Critical patent/KR20240063887A/ko
Publication of WO2023035807A1 publication Critical patent/WO2023035807A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/10—Architectures or entities
    • H04L65/1016—IP multimedia subsystem [IMS]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/50—Network services
    • H04L67/55—Push-based network services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/50—Network services
    • H04L67/60—Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Definitions

  • the embodiments of the present disclosure relate to but not limited to the technical field of communication, and specifically relate to a method, device, computer equipment and readable medium for implementing customer service services.
  • IMS IP Multimedia Core Network Subsystem
  • IP Multimedia Subsystem can realize IP-based multimedia sessions, including multimedia services such as voice and video.
  • the IMS network can not only provide voice calls for fixed terminals, but also provide VoLTE (Voice over Long Term Evolution), VoNR (Voice over Next Radio) and VoWiFi (Voice over WiFi) voice calls for mobile terminals.
  • VoLTE Vehicle over Long Term Evolution
  • VoNR Vehicle over Next Radio
  • VoWiFi Voice over WiFi
  • the customer service business has become very mature. Whether it is an operator, an enterprise or an individual, they are all used to the customer service hotline service. All kinds of fixed and mobile terminals can communicate with the customer service system through the IMS network in the real-time voice network to realize the customer service hotline service.
  • the customer service system is connected to the user terminal through an audio and video channel through a voice network of a telecom operator to realize voice intercommunication.
  • the communication method between the customer service system and the user terminal is single, only audio and video signals can be transmitted, and there is a lack of diversified interactive means. From the perspective of experience, the customer service system basically relies on voice services, and IVR (Interactive Voice Response, Interactive Voice Response) navigation is lengthy and difficult to traverse, and cannot fully play a guiding role.
  • IVR Interactive Voice Response, Interactive Voice Response
  • the customer service system in the related technology is inefficient in communicating with users during business processing, users’ enthusiasm for use decreases, and it is difficult to further improve satisfaction. restrict.
  • the disclosure provides a customer service service implementation method, device, computer equipment and readable medium.
  • an embodiment of the present disclosure provides a method for implementing a customer service service, which is applied to a customer service system.
  • the multimedia system IMS sends the first multimedia information to request the IMS to establish a data channel between the IMS and the user terminal and send the first multimedia information to the user terminal through the data channel, wherein , the first multimedia information is multimedia interaction information synchronized and associated with the audio and video information sent through the audio and video channel, and is used to prompt the user feedback information of the user terminal.
  • an embodiment of the present disclosure also provides a method for implementing a customer service service, which is applied to a user terminal, and the method includes: receiving The first multimedia information, the first multimedia information is multimedia interactive information synchronized and associated with the audio and video information sent through the audio and video channel, and is sent to the IP multimedia system IMS by the customer service system, and sent by the IMS through a data channel; if the first feedback information is obtained, the first feedback information is sent through the data channel, and the first feedback information is obtained by the user of the user terminal according to the The multimedia information fed back by the first multimedia information; and when the second feedback information is obtained, sending the second feedback information through the audio and video channel, the second feedback information is the user of the user terminal The audio and video information fed back according to the audio and video information delivered by the audio and video channel.
  • an embodiment of the present disclosure also provides a customer service system, including a first push module, and the first push module is configured to perform audio and video interaction between the customer service system and the user terminal through an audio and video channel
  • sending the first multimedia information to the IP multimedia system IMS so as to request the IMS to establish a data channel between the IMS and the user terminal and send the first multimedia information to the user terminal through the data channel Media information
  • the first multimedia information is multimedia interactive information that is synchronized and associated with the audio and video information sent through the audio and video channel, and is used to prompt the user of the user terminal for feedback information.
  • an embodiment of the present disclosure further provides a user terminal, including: a first receiving module, a second receiving module, a first sending module, and a second sending module.
  • the first receiving module is configured to receive first multimedia information when the second receiving module performs audio-video interaction with the customer service system through the audio-video channel, and the first multimedia information is related to The multimedia interactive information after synchronizing and associating the audio-video information sent through the audio-video channel is sent to the IP multimedia system IMS by the customer service system, and is sent by the IMS through the data channel;
  • the first sending module is It is configured that, when the first feedback information is acquired, the first feedback information is sent through the data channel, and the first feedback information is the user of the user terminal according to the first multimedia information feedback multimedia information;
  • the second sending module is configured to, if the second feedback information is acquired, send the second feedback information through the audio and video channel, the second feedback information is the user The audio and video information fed back by the user of the terminal according to the audio and video information issued by the audio and video channel.
  • an embodiment of the present disclosure further provides a computer device, including: at least one processor; a storage device, on which one or more programs are stored; when the at least one program is executed by the at least one processor , so that the at least one processor implements the aforementioned method for implementing a customer service service.
  • the embodiments of the present disclosure further provide a computer-readable medium on which a computer program is stored, wherein when the computer program is executed by a processor, the aforementioned method for implementing customer service services is implemented.
  • FIG. 1 is a schematic diagram of a system architecture of related technologies
  • FIG. 2 is a schematic diagram of a system architecture of an embodiment of the present disclosure
  • FIG. 3 is a schematic flowchart of a method for implementing a customer service service provided by an embodiment of the present disclosure
  • FIG. 4 is a schematic flowchart of a method for implementing a customer service service provided by another embodiment of the present disclosure
  • FIG. 5 is a schematic flowchart of a method for implementing a customer service service provided by another embodiment of the present disclosure
  • FIG. 6 is a schematic diagram of a system architecture of an application scenario provided by an embodiment of the present disclosure.
  • FIG. 7 is a schematic diagram of a signaling flow of a method for implementing a customer service service in an application scenario provided by an embodiment of the present disclosure
  • FIG. 8 is a schematic diagram of a system architecture of another application scenario provided by an embodiment of the present disclosure.
  • FIG. 9 is a schematic diagram of a signaling flow of a method for implementing a customer service service in another application scenario provided by an embodiment of the present disclosure.
  • FIG. 10 is a schematic diagram of a system architecture of another application scenario provided by an embodiment of the present disclosure.
  • FIG. 11 is a schematic diagram of a signaling flow of a method for implementing a customer service service in another application scenario provided by an embodiment of the present disclosure
  • FIG. 12 is a schematic flowchart of a method for implementing a customer service service provided by an embodiment of the present disclosure
  • FIG. 13 is a schematic structural diagram of a customer service system provided by an embodiment of the present disclosure.
  • FIG. 14 is a schematic structural diagram of a customer service system provided by another embodiment of the present disclosure.
  • FIG. 15 is a schematic structural diagram of a customer service system provided by another embodiment of the present disclosure.
  • FIG. 16 is a schematic structural diagram of a user terminal provided by an embodiment of the present disclosure.
  • Fig. 17 is a schematic structural diagram of a user terminal provided by another embodiment of the present disclosure.
  • Embodiments described herein may be described with reference to plan views and/or cross-sectional views by way of idealized schematic illustrations of the present disclosure. Accordingly, the example illustrations may be modified according to manufacturing techniques and/or tolerances. Therefore, the embodiments are not limited to the ones shown in the drawings but include modifications of configurations formed based on manufacturing processes. Accordingly, the regions illustrated in the figures have schematic properties, and the shapes of the regions shown in the figures illustrate the specific shapes of the regions of the elements, but are not intended to be limiting.
  • An embodiment of the present disclosure provides a method for implementing a customer service service, and the method for implementing a customer service service is applied to the system shown in FIG. 2 .
  • the system includes a customer service system, network element equipment in the voice network, voice service devices, and user terminals.
  • the customer service system needs to deploy voice service devices in the voice network, and the voice service devices are connected to the customer service system and the voice network respectively.
  • the network element devices in the voice network are connected to support the transmission of multimedia information;
  • the voice network includes a fixed voice network and a VoLTE/VoNR/VoWiFi voice network, and the network element devices in the voice network can be IMS network elements.
  • VoLTE SBC Session Border Controller, session edge controller
  • I/S-CSCF inquiry call session control function entity/service call session control function entity
  • other IMS network equipment support data channel (Data Channel, DC) related functions.
  • User terminals can support data channels, including fixed terminals and mobile terminals.
  • the native SDK Software Development Kit, software development kit
  • the customer service service implementation method provided by the embodiment of the present disclosure is applied to the customer service system, and the method includes the following steps:
  • Step 31 in the case of audio-video interaction between the customer service system and the user terminal through the audio-video channel, send the first multimedia information to the IP multimedia system IMS, to request the IMS to establish a data channel between the IMS and the user terminal and Send the first multimedia information to the user terminal through the data channel, wherein the first multimedia information is multimedia interactive information that is synchronized and associated with the audio and video information sent through the audio and video channel, and is used to prompt the user of the user terminal Feedback.
  • the customer service system and the user terminal perform audio-video interaction through the audio-video channel, for example, while the customer service system and the user terminal perform IVR through the audio-video channel
  • the first multimedia message pushed by the customer service system The information is sent to the IMS in the voice network through the data channel, and the IMS sends it to the user terminal through the data channel.
  • OTT Over The Top, Internet companies surpass operators
  • the customer service system can also interact with files, pictures, and locations.
  • QoS Quality of Service
  • special applications need to be installed, which brings inconvenience to promotion and application.
  • the network element device ie, IMS network element device
  • the operator can improve the service quality, so that QoS can be guaranteed.
  • the customer service system and the user of the user terminal perform IVR through the audio and video channel.
  • the user terminal receives the menu or voice IVR navigation broadcast, it performs DTMF (Dual Tone Multi Frequency, Dual Tone Multi Frequency) through the traditional buttons on the user terminal. ) voice channel to interact with the customer service system.
  • DTMF Dual Tone Multi Frequency, Dual Tone Multi Frequency
  • voice channel to interact with the customer service system. Intuitive and in-depth communication cannot be carried out between the customer service system and the user of the user terminal, and each link of the service is fragmented, and the user cannot enjoy the integrated service.
  • the customer service implementation method provided by the embodiment of the present disclosure retains the traditional IVR navigation function in the customer service system, and can also push the first multimedia information to the user terminal through the data channel at the same time, and the first multimedia information is connected with the audio and video
  • the audio and video information sent by the channel matches.
  • the interaction between the customer service system and users is more intuitive, the user experience is more vivid, and business processing is more efficient, which helps enterprise users to promote products and services intuitively and visually; the customer service system can integrate various scattered businesses and provide a unified entrance. You only need to dial a customer service number through the user terminal to enjoy the "one-stop" service, which significantly improves the business experience.
  • the functions of the customer service system have been strengthened and perfected, which is helpful to improve the service quality and operation level.
  • the first multimedia information can include information such as interactive menus, files, expressions, actions, for example, text, pictures, files, locations and HTML (Hyper Text Markup Language, hypertext markup language) 5 pages wait.
  • information such as interactive menus, files, expressions, actions, for example, text, pictures, files, locations and HTML (Hyper Text Markup Language, hypertext markup language) 5 pages wait.
  • HTML Hyper Text Markup Language, hypertext markup language
  • the customer service service implementation method provided by the embodiment of the present disclosure is applied to the customer service system, including: when the customer service system and the user terminal perform audio and video interaction through the audio and video channel, sending the first multimedia information to the IMS to request
  • the IMS establishes a data channel between the IMS and the user terminal and sends the first multimedia information to the user terminal through the data channel, wherein the first multimedia information is synchronized and associated with the audio and video information sent through the audio and video channel
  • the multimedia interactive information is used to prompt the user feedback information of the user terminal.
  • the customer service business realization scheme of the embodiment of the present disclosure has more intuitive interaction with users, more vivid user experience, and more efficient business handling, which helps enterprise users to intuitively and visually promote products and services; the customer service system can integrate various scattered businesses, strengthen And improve the function of customer service system, help to improve service quality and operation level.
  • the user terminal can interact with the customer service system for multimedia information, and since the call between the customer service system and the user terminal is carried out through the audio and video channel of the voice network, the multimedia information push and the user terminal The interaction is carried out through the data channel, and the routing of the audio and video channel and the data channel in the voice network are completely independent.
  • audio and video channels and data channels must work together to ensure the correctness and synergy of business logic.
  • the user terminal can feed back information through the data channel, or can The information is fed back through the audio and video channels, so a correct association must be established between the information fed back through the data channel and the information fed back through the audio and video channels.
  • the first multimedia information such as a visual menu
  • audio and video information such as a voice IVR navigation broadcast
  • described customer service service realization method when sending the first multimedia information to the IMS, to request the IMS to establish a data channel between the IMS and the user terminal and send the first multimedia message to the user terminal through the data channel
  • described customer service service realization method can also comprise the following steps:
  • Step 41 Receive first feedback information sent by the user terminal through the data channel, where the first feedback information is information fed back by the user of the user terminal according to the first multimedia information.
  • the customer service system receives the first feedback information.
  • the first feedback information is sent to the user terminal by the user of the user terminal through the touch screen, and is sent by the user terminal through the data channel.
  • the first feedback information is multimedia information, which is For the feedback of the first multimedia information, for example, the feedback of the selection result of the visual menu. In this way, various forms of multimedia information interaction can be realized between the customer service system and the user terminal.
  • Step 42 generate second multimedia information according to the first feedback information, and generate first audio and video information synchronized and associated with the second multimedia information, the second multimedia information is the next level of the first feedback information Multimedia interactive information.
  • the customer service system determines the follow-up range function according to the feedback from the user terminal, and generates next-level interactive information, for example, generates a push submenu (such as an HTML5 page) of the next level, and generates the second multimedia information Afterwards, the first audio-video information matching the second multimedia information (for example, the IVR information of the next level) is generated.
  • next-level interactive information for example, generates a push submenu (such as an HTML5 page) of the next level
  • the second multimedia information for example, the IVR information of the next level
  • Step 43 Send the second multimedia information to the user terminal through the data channel, and send the first audio-video information to the user terminal through the audio-video channel.
  • the customer service system sends the next-level multimedia interaction information to the user terminal through the data channel, and sends the next-level audio-video interaction information to the user terminal through the audio-video channel.
  • steps 41-43 the interaction of multi-level interactive information can be realized between the customer service system and the user terminal in different ways. Even if the user terminal feeds back the selection result to the customer service system instead of audio and video information, but multimedia information, the customer service system can also generate next-level audio and video information based on the multimedia information fed back by the user, and continue to push the next-level information to the user terminal. Audio and video information.
  • the customer service system can further interact with the user terminal through the audio and video channel for audio and video information.
  • the first multimedia information is sent to the IMS to request the IMS to establish a data channel between the IMS and the user terminal and send the first multimedia information to the user terminal through the data channel (Promptly step 31) afterwards, described customer service service realization method can also comprise the following steps:
  • Step 51 Receive the second feedback information sent by the user terminal through the audio and video channel, the second feedback information is the audio and video information fed back by the user of the user terminal according to the audio and video information delivered by the audio and video channel.
  • the customer service system Since the customer service system has sent audio and video information to the user terminal through the audio and video channel before, in this step, the customer service system receives the second feedback information.
  • the second feedback information is sent by the user of the user terminal to the user terminal by pressing a button, and then the user terminal sends it through the audio and video channel using a DTMF (Dual Tone Multi Frequency) signal.
  • the second feedback information may be IVR response information, for example, feedback information (such as DTMF feedback information) on the selection result of the IVR voice navigation.
  • Step 52 Generate second audio and video information according to the second feedback information, and generate third multimedia information that is synchronized and associated with the second audio and video information, and the second audio and video information is the next-level interaction information of the second feedback information .
  • the customer service system determines subsequent range functions according to the feedback from the user terminal, and generates next-level interactive information, for example, generates next-level audio and video information (ie, second audio and video information, such as IVR information), and After the second audio-video information is generated, third multimedia information (for example, a push submenu at the next level) synchronized and associated with the second audio-video information is generated.
  • next-level interactive information for example, generates next-level audio and video information (ie, second audio and video information, such as IVR information)
  • third multimedia information for example, a push submenu at the next level
  • Step 53 sending the second audio and video information to the user terminal through the audio and video channel, and sending the third multimedia information to the user terminal through the data channel.
  • the customer service system sends the next-level audio-video interaction information to the user terminal through the audio-video channel, and sends the next-level multimedia interaction information to the user terminal through the data channel.
  • steps 51-53 the interaction of multi-level interactive information can be realized in different ways between the customer service system and the user terminal. Even if the user terminal feeds back the selection result to the customer service system instead of multimedia information, but audio and video information, the customer service system can also generate next-level multimedia information based on the audio and video information fed back by the user, and continue to push the next-level multimedia information to the user terminal. multimedia information.
  • the user terminal may send the first feedback information through a data channel, and/or send the second feedback information through an audio and video channel.
  • the embodiments of the present disclosure propose different multimedia information push solutions.
  • the customer service system uses the voice service device and the voice network of the telecom operator to push multimedia information and receive feedback information from the user terminal.
  • the sending the first multimedia information to the IMS to request the IMS to establish a data channel between the IMS and the user terminal and send the first multimedia information to the user terminal through the data channel (ie step 31), including the following Step: sending a first push request carrying first multimedia information to the voice service device, wherein the first push request is used to instruct the voice service device to establish a first data channel between the voice service device and the IMS, and pass the second A data channel is used to send the first multimedia information to the IMS, and is used to instruct the voice service device to instruct the IMS to establish a second data channel between the IMS and the user terminal, and to make the IMS send the first multimedia message to the user terminal through the second data channel.
  • the customer service system sends a first push request carrying the first multimedia information to the voice service device, and after the voice service device obtains the first multimedia information, it establishes a first data channel between the voice service device and the IMS, And send the first multimedia information to the IMS through the first data channel; after the IMS receives the first multimedia information, establish a second data channel between the IMS and the user terminal, and send the message to the user terminal through the second data channel
  • the first multimedia information so that the customer service system can push the multimedia information to the user terminal.
  • the receiving the first feedback information sent by the user terminal through the data channel includes the following steps: receiving the first push response sent by the voice service device, and obtaining the first push response carried in it.
  • Feedback information the first feedback information is sent by the user terminal to the IMS through the second data channel, and sent by the IMS to the voice service device through the first data channel.
  • the sending the second multimedia information to the user terminal through the data channel includes the following steps: sending a second push request carrying the second multimedia information to the voice service device, the second push request is used for, Instructing the voice service device to send the second multimedia information to the IMS through the first data channel, so that the IMS sends the second multimedia information to the user terminal through the second data channel.
  • the user terminal sends the first feedback information (that is, the information fed back by the user of the user terminal according to the first multimedia information) to the IMS through the second data channel
  • the IMS sends the first feedback information to the voice service device through the first data channel information
  • the voice service device sends a first push response carrying the first feedback information to the customer service system
  • the customer service system obtains the first feedback information.
  • the customer service system After the customer service system generates the second multimedia information (ie, the next-level interactive information of the first feedback information) according to the first feedback information, it sends a second push request carrying the second multimedia information to the voice service device, and the voice service device Send the second multimedia information to the IMS through the first data channel.
  • the IMS sends the second multimedia information to the user terminal through the first data channel, thereby realizing the customer service system based on the user terminal.
  • the feedback further pushes the next level of multimedia information.
  • the customer service system includes SCU (Signal Conversion Unit, signal conversion unit).
  • the sending the first push request carrying the first multimedia information to the voice service device includes: sending the first push request carrying the first multimedia information to the voice service device through the SCU; and/ Or, the receiving the first push response sent by the voice service device includes: receiving the first push response sent by the voice service device through the SCU; and/or sending the voice service device carrying the second multimedia message to the voice service device.
  • the second push request of the body information includes: sending the second push request carrying the second multimedia information to the voice service device through the SCU.
  • the customer service system directly uses the voice network of the telecom operator to push multimedia information and receive feedback information from user terminals without using a voice service device.
  • the sending the first multimedia information to the IMS to request the IMS to establish a data channel between the IMS and the user terminal and send the first multimedia information to the user terminal through the data channel (ie step 31), including the following Step: send a third push request carrying the first multimedia information to the IMS through the third data channel between the pre-established customer service system and the IMS; the third push request is used to instruct the IMS to establish a connection between the IMS and the user terminal the fourth data channel, and send the first multimedia information to the user terminal through the fourth data channel.
  • a third data channel is pre-established between the customer service system and the IMS, and the customer service system sends a third push request carrying the first multimedia information to the IMS through the third data channel.
  • the receiving the first feedback information sent by the user terminal through the data channel includes the following steps: receiving the third push response sent by the IMS, and acquiring the first feedback information carried therein , the first feedback information is sent by the user terminal to the IMS through the fourth data channel.
  • the sending of the second multimedia information to the user terminal through the data channel includes the following steps: sending a fourth push request carrying the second multimedia information to the IMS, and the fourth push request is used to instruct the IMS to pass
  • the fourth data channel sends the second multimedia information to the user terminal.
  • the user terminal sends the first feedback information (that is, the information fed back by the user of the user terminal according to the first multimedia information) to the IMS through the fourth data channel, and the IMS sends the first feedback information to the customer service system through the third data channel.
  • the customer service system obtains the first feedback information.
  • the customer service system After the customer service system generates the second multimedia information (that is, the next-level interaction information of the first feedback information) according to the first feedback information, it sends a fourth push request carrying the second multimedia information to the IMS through the third data channel, After acquiring the second multimedia information, the IMS sends the second multimedia information to the user terminal through the first data channel, so that the customer service system can further push the next-level multimedia information based on the feedback from the user terminal.
  • the customer service system After the customer service system generates the second multimedia information (that is, the next-level interaction information of the first feedback information) according to the first feedback information, it sends a fourth push request carrying the second multimedia information to the IMS through the third data channel.
  • the IMS After acquiring the second multimedia information, the IMS sends the second multimedia information to the user terminal through the first data channel, so that the customer service system can further push the next-level multimedia information based on the feedback from the user terminal.
  • FIG. 6 is a schematic diagram of a system architecture of an application scenario provided by an embodiment of the present disclosure
  • FIG. 7 is a schematic diagram of a signaling flow of a method for implementing a customer service service in the scenario shown in FIG. 6
  • the customer service system uses the voice service device and the voice network of the telecom operator to push multimedia information and receive feedback information from user terminals.
  • the customer service system can communicate with the IMS in the voice network for signaling/media through the audio and video channel, and can connect with the voice service device to realize the push of multimedia information such as HTML5 pages and visual menus and the reception of user terminal information. Feedback.
  • the customer service system can be implemented by upgrading the software functions of the traditional customer service system.
  • the customer service service implementation method includes the following steps:
  • Step 100 the customer service system sends a first push request to the voice service device, which carries a visual menu (such as HTML5), and its content matches the IVR voice/video navigation.
  • a visual menu such as HTML5
  • the SCU sends the first push request to the voice service device.
  • step 101 the voice service device sends a data channel creation request to the IMS, so as to request the IMS to create a data channel.
  • step 102 the IMS negotiates with the user terminal to create a second data channel (DC2).
  • DC2 second data channel
  • Step 103 After the IMS creates the first data channel (DC1) with the voice service device, it returns a data channel establishment completion response to the voice service device.
  • Step 104 the voice service device pushes the visual menu to the user terminal through the first data channel (DC1) and the second data channel (DC2).
  • multimedia information such as actions, emoticons, files, and pictures may also be pushed based on DC1 and DC2.
  • Step 105 the user of the user terminal selects a service item on the terminal interface by touching the screen or pressing buttons, so as to realize various forms of information interaction between the user terminal and the customer service system.
  • Step 106 for the first feedback information sent by the user using the touch screen, the user terminal sends the user's first feedback information (selection result) to the IMS through the second data channel (DC2), and the IMS sends the user's first feedback information (selection result) to the IMS through the first data channel (DC1) ) is forwarded to the voice service device.
  • DC2 second data channel
  • DC1 first data channel
  • Step 106a the voice service device sends a first push response carrying the first feedback information to the customer service system.
  • Step 107 for the second feedback information sent by the user by means of keystrokes, the user terminal sends the second feedback information to the customer service system through the audio and video channels by using DTMF signals.
  • step 106, step 106a, and step 107 can be performed alternatively.
  • Step 108 the customer service system associates and cooperates with the IVR information and the visual menu to determine subsequent service functions, such as further playing the corresponding IVR voice or pushing submenus.
  • the client system receives the first push response carrying the first feedback information, it generates an HTML5 next-level page according to the first feedback information, and generates a next-level IVR that is synchronized and associated with the HTML5 next-level page information; if the customer service system receives the second feedback information, it generates the next-level IVR information according to the second feedback information, and generates an HTML5 next-level page that is synchronized and associated with the next-level IVR information.
  • Step 109 the customer service system sends a second push request to the voice service device to push the HTML5 next-level page, and the customer service system pushes the next-level IVR information to the user terminal through the audio and video channel.
  • Step 110 the voice service device pushes the HTML5 next-level page to the user terminal through the first data channel (DC1) and the second data channel (DC2).
  • the customer service system plays IVR voice/video navigation to the user terminal, and at the same time pushes a visual menu to the user terminal through the voice service device.
  • the user selects a service item on the user terminal interface by touching the screen or pressing buttons, and the customer service system can push the corresponding HTML5 next-level page to the user terminal through the voice service device based on the user's selection result, or through the audio and video channel based on the user's selection Play the next-level IVR audio/video navigation to the user terminal.
  • the customer service system supports the association and synergy between IVR navigation and HTML5 menus, supports the generation and transmission of multimedia information such as HTML5 menus, and supports interaction with voice devices to complete the push of multimedia such as menus and the collection of user terminal service options;
  • the customer service system supports double selection of user terminals , supports navigation services in two forms of audio and video and visual menu.
  • the user can touch the screen to select in the visual menu, or press the key to select.
  • the customer service system can recognize the selection result of the user.
  • the customer service system supports pushing multimedia information, supports matching and generating next-level HTML5 pages and voices based on user selection results, and sends them to user terminals.
  • the customer service system can also push multimedia information such as actions, expressions, files, and pictures to the user terminal.
  • multimedia information such as actions, expressions, files, and pictures to the user terminal.
  • the voice service device supports data channel establishment and multimedia information transmission.
  • the user terminal supports data channels, and supports touch screen or buttons for service selection.
  • the user terminals may be various types of fixed terminals, or various types of mobile terminals.
  • the native SDK is installed on the terminal to support the data channel technology, and there is no need to install/uninstall special applications on the user terminal.
  • FIG. 8 is a schematic diagram of a system architecture of another application scenario provided by an embodiment of the present disclosure
  • FIG. 9 is a schematic diagram of a signaling flow of a method for implementing a customer service service in the scenario shown in FIG. 8
  • the difference between this application scenario and the above application scenario is that the above application scenario is aimed at upgrading and transforming the traditional customer service system, while this application scenario requires no modification of the traditional customer service system and is realized by deploying an additional SCU.
  • the SCU is connected to the voice service device and the voice network, and is used for converting and associating between IVR information (such as DTMF) and multimedia information, and completing the generation and pushing of multimedia information and receiving feedback information from user terminals.
  • IVR information such as DTMF
  • step 106a the first push response is sent to the SCU of the customer service system, and in step 108, the SCU associates and cooperates with the HTML5 next-level page and IVR information generated by the first feedback information obtained in step 106a.
  • step 107 the user terminal sends the second feedback information to the SCU through the audio and video channel, and the SCU forwards it to the service module of the customer service system, and in step 108, the second feedback information obtained in step 107 is received by the service module of the customer service system.
  • the next-level IVR information and multimedia information generated by the information are associated and coordinated.
  • step 109 the service module of the customer service system sends the next-level IVR information to the SCU, and the SCU pushes the next-level IVR information to the user terminal through the audio and video channel.
  • FIG. 10 is a schematic diagram of a system architecture of another application scenario provided by an embodiment of the present disclosure.
  • FIG. 11 is a schematic diagram of a signaling flow of a method for implementing a customer service service in the scenario shown in FIG. 10 .
  • the customer service system directly uses the voice network of the telecom operator to push multimedia information and receive feedback information from user terminals.
  • the customer service system can communicate with the IMS in the voice network through the audio-video channel and the data channel, and can connect with the voice service device through the data channel; a data channel is established between the voice service device and the IMS (in this disclosure
  • the customer service service in this scenario does not require the participation of the voice service device), realizes the push of multimedia information such as HTML5 pages and visual menus, and receives feedback information from user terminals.
  • the customer service service implementation method comprises the following steps:
  • Step 201 the customer service system sends a third push request to the IMS through the third data channel (DC3), which carries a visual menu (such as HTML5), and its content matches the IVR voice/video navigation.
  • DC3 third data channel
  • HTML5 visual menu
  • step 202 the IMS negotiates with the user terminal to create a fourth data channel (DC4).
  • DC4 fourth data channel
  • Step 203 the IMS pushes the visual menu to the user terminal through the fourth data channel (DC4).
  • multimedia information such as actions, emoticons, files, and pictures can also be pushed based on DC4 and DC3.
  • step 204 the user of the user terminal selects a service item on the terminal interface by touching the screen or pressing buttons, so as to realize various forms of information interaction between the user terminal and the customer service system.
  • Step 205 for the first feedback information sent by the user by using the touch screen, the user terminal sends the user's first feedback information (selection result) to the IMS through the fourth data channel (DC4).
  • Step 206 the IMS sends a third push response carrying the first feedback information to the customer service system through the third data channel (DC3).
  • DC3 third data channel
  • Step 207 for the second feedback information sent by the user by means of keys, the user terminal sends the second feedback information to the customer service system through the audio and video channels by using DTMF signals.
  • step 207 and step 206 can be performed alternatively.
  • Step 208 the customer service system associates and cooperates with the IVR information and the visualized menu to determine subsequent service functions, such as further playing the corresponding IVR voice or pushing submenus.
  • the client system receives the third push response carrying the first feedback information, it generates an HTML5 next-level page according to the first feedback information, and generates a next-level IVR that is synchronized and associated with the HTML5 next-level page information; if the customer service system receives the second feedback information, it generates the next-level IVR information according to the second feedback information, and generates an HTML5 next-level page that is synchronized and associated with the next-level IVR information.
  • Step 209 the customer service system sends a fourth push request to the IMS through the third data channel (DC3) to push the HTML5 next-level page, and the customer service system pushes the next-level IVR information to the user terminal through the audio and video channel.
  • DC3 third data channel
  • step 210 the IMS pushes the HTML5 next-level page to the user terminal through the fourth data channel (DC4).
  • DC4 fourth data channel
  • the customer service system After the user terminal establishes a call with the customer service system, the customer service system directly pushes the visual menu to the user terminal through the voice network without using the voice service device.
  • the user selects a service item on the interface of the user terminal by touching the screen or pressing buttons, and the customer service system can push the corresponding HTML5 next-level page to the user terminal through the voice service device based on the user's selection result, or it can also transmit the corresponding HTML5 page based on the user's choice through audio and video.
  • the channel plays the next-level IVR voice/video navigation to the user terminal.
  • the customer service system supports the association and synergy between IVR navigation and HTML5 menus, supports the generation and transmission of multimedia information such as HTML5 menus, and supports interaction with voice devices to complete the push of multimedia such as menus and the collection of user terminal service options;
  • the customer service system supports double selection of user terminals , supports navigation services in two forms of audio and video and visual menu.
  • the user can touch the screen to select in the visual menu, or press the key to select.
  • the customer service system can recognize the selection result of the user.
  • the customer service system supports pushing multimedia information, supports matching and generating next-level HTML5 pages and voices based on user selection results, and sends them to user terminals.
  • the customer service system can also push multimedia information such as actions, expressions, files, and pictures to the user terminal.
  • the voice service device supports the establishment of data channels, and multimedia information is not transmitted through the voice service device.
  • the user terminal supports data channels, and supports touch screen or buttons for service selection.
  • the user terminals may be various types of fixed terminals, or various types of mobile terminals.
  • the native SDK is installed on the terminal to support the data channel technology, and there is no need to install/uninstall special applications on the user terminal.
  • the customer service system not only retains the traditional IVR navigation function, but also provides users with interactive menus, supports the correct association and synchronization of audio and video channels and data channel content, thereby upgrading the traditional customer service system to interactive customer service system and is compatible with traditional customer service systems.
  • the customer service system and the user terminal realize various forms of multimedia information push and interaction based on the original audio and video channels based on the data channel, and the user terminal users choose to use it according to their own habits.
  • the customer service system can collect the information needed to provide services according to the user's selection and operation.
  • the customer service implementation method of the embodiment of the present disclosure has the feature of intelligent interaction, and can solve the problems of long IVR navigation and poor interactivity of traditional customer service.
  • customer service businesses For example, the customer service system pushes menus to allow end users to click and select on the screen while making a voice call; for example, the customer service system conducts remote guidance by marking the user's screen while making a voice call with the end user.
  • the interactive customer service business has more powerful functions, more intuitive interaction, more vivid experience, and more efficient business handling. In this way, various existing scattered services can be integrated, service quality and operation level can be improved, and work efficiency and profitability can be improved.
  • the implementation schemes of various application scenarios in the embodiments of the present disclosure can realize audio and video calls and multimedia information interaction with user terminals supporting data channels, realize intelligent customer service services with interactive service features, and improve user service experience.
  • An embodiment of the present disclosure also provides a method for implementing a customer service service, and the method is applied to a user terminal. As shown in Figure 12, the method includes the following steps:
  • Step 121 in the case of audio and video interaction between the customer service system and the user terminal through the audio and video channel, receive first multimedia information, the first multimedia information is the same as the audio and video information sent through the audio and video channel
  • the multimedia interaction information after synchronization and association is sent by the customer service system to the IP multimedia system IMS, and then sent by the IMS through the data channel.
  • Step 122 if the first feedback information is acquired, send the first feedback information through the data channel, where the first feedback information is multimedia information fed back by the user of the user terminal according to the first multimedia information.
  • Step 123 if the second feedback information is obtained, send the second feedback information through the audio and video channel, the second feedback information is the audio and video information fed back by the user of the user terminal according to the audio and video information delivered by the audio and video channel.
  • the method for implementing customer service services provided by the embodiments of the present disclosure is applied to user terminals, including: receiving first multimedia information when audio and video interactions are performed between the customer service system and user terminals through audio and video channels, and the first multimedia
  • the body information is multimedia interaction information synchronized and associated with the audio and video information sent through the audio and video channel, sent by the customer service system to the IP multimedia system IMS, and sent by the IMS through the data channel. If the first feedback information is acquired, the first feedback information is sent through the data channel, where the first feedback information is multimedia information fed back by the user of the user terminal according to the first multimedia information.
  • the second feedback information is acquired, the second feedback information is sent through the audio and video channel, and the second feedback information is the audio and video information fed back by the user of the user terminal according to the audio and video information delivered by the audio and video channel.
  • the customer service business realization scheme of the embodiment of the present disclosure has more intuitive interaction with users, more vivid user experience, and more efficient business handling, which helps enterprise users to intuitively and visually promote products and services; the customer service system can integrate various scattered businesses, strengthen And improve the function of customer service system, help to improve service quality and operation level.
  • the native SDK Software Development Kit, software development kit
  • the native SDK can be installed in the factory to support the data channel, which can avoid installing/uninstalling the application program on the user terminal.
  • the customer service implementation method may further include the following steps: establishing a data channel between the user terminal and the IMS according to the pre-installed SDK, Wherein, the access point of the data channel between the user terminal and the IMS is different from the access point of the audio and video channel. That is to say, in the embodiment of the present disclosure, the access point of the data channel established through the SDK is not the same as the access point of the IMS.
  • an embodiment of the present disclosure also provides a customer service system.
  • the customer service system includes a first push module 101, and the first push module 101 is configured to, in the case of audio and video interaction between the customer service system and the user terminal through an audio and video channel, send a message to the IP
  • the multimedia system IMS sends the first multimedia information to request the IMS to establish a data channel between the IMS and the user terminal and send the first multimedia information to the user terminal through the data channel, wherein , the first multimedia information is multimedia interaction information synchronized and associated with the audio and video information sent through the audio and video channel, and is used to prompt the user feedback information of the user terminal.
  • the customer service system further includes a first receiving module 102 , a processing module 103 and a second pushing module 104 .
  • the first receiving module 102 is configured to receive the first feedback information sent by the user terminal through the data channel, the first feedback information is fed back by the user of the user terminal according to the first multimedia information multimedia information.
  • the processing module 103 is configured to generate second multimedia information according to the first feedback information, and generate first audio and video information synchronized and associated with the second multimedia information, and the second multimedia information The information is next-level multimedia interaction information of the first feedback information.
  • the first push module 101 is further configured to send the second multimedia information to the user terminal through the data channel.
  • the second push module 104 is configured to send the first audio and video information to the user terminal through the audio and video channel.
  • the customer service system further includes a second receiving module 105 .
  • the second receiving module 105 is configured to receive the second feedback information sent by the user terminal through the audio and video channel, and the second feedback information is the audio sent by the user of the user terminal according to the audio and video channel. Audio and video information fed back by video information.
  • the processing module 103 is further configured to generate second audio-video information according to the second feedback information, and generate third multimedia information synchronized and associated with the second audio-video information, the second audio-video information is next-level interaction information of the second feedback information.
  • the second push module 104 is further configured to send the second audio and video information to the user terminal through the audio and video channel.
  • the first push module 101 is further configured to send the third multimedia information to the user terminal through the data channel.
  • the first push module 101 is configured to send a first push request carrying the first multimedia information to the voice service device, wherein the first push request is used to instruct the voice service device establishing a first data channel between the voice service device and the IMS, sending the first multimedia information to the IMS through the first data channel, and causing the voice service device to instruct the
  • the IMS establishes a second data channel between the IMS and the user terminal, and causes the IMS to send the first multimedia information to the user terminal through the second data channel.
  • the first receiving module 102 is configured to receive the first push response sent by the voice service device, and acquire the first feedback information carried therein, the first feedback information is sent by the user terminal through the The second data channel is sent to the IMS, and the IMS sends the voice service device through the first data channel.
  • the first push module 101 is configured to send a second push request carrying the second multimedia information to the voice service device, wherein the second push request is used to instruct the voice service device to pass the sending the second multimedia information to the IMS through the first data channel, so that the IMS sends the second multimedia information to the user terminal through the second data channel.
  • the customer service system further includes a signal conversion unit SCU, and the first push module 101 is configured to send a first push request carrying the first multimedia information to the voice service device through the SCU, and/or Or, sending a second push request carrying the second multimedia information to the voice service device through the SCU.
  • the first push module 101 is configured to send a first push request carrying the first multimedia information to the voice service device through the SCU, and/or Or, sending a second push request carrying the second multimedia information to the voice service device through the SCU.
  • the first receiving module 102 is configured to receive, through the SCU, the first push response sent by the voice service device.
  • the first push module 101 is configured to send the third message carrying the first multimedia information to the IMS through the pre-established third data channel between the customer service system and the IMS.
  • a push request wherein the third push request is used to instruct the IMS to establish a fourth data channel between the IMS and the user terminal, and send the first data channel to the user terminal through the fourth data channel. - multimedia information.
  • the first receiving module 102 is configured to receive the third push response sent by the IMS, and acquire the first feedback information carried therein, the first feedback information is sent by the user terminal through the third push response Four data channels are sent to the IMS.
  • the first push module 101 is configured to send a fourth push request carrying the second multimedia information to the IMS, where the fourth push request is used to instruct the IMS to send the message to the IMS through the fourth data channel.
  • the user terminal sends the second multimedia information.
  • the embodiment of the present disclosure also provides a user terminal.
  • the user terminal includes a first receiving module 201, a second receiving module 202, a first sending module 203 and a second sending module 204.
  • the first receiving module 201 is configured to receive the first multimedia information when the second receiving module 202 performs audio-video interaction with the customer service system through the audio-video channel, and the first multimedia information is related to the The multimedia interactive information after synchronizing and associating the audio and video information sent by the audio and video channel is sent by the customer service system to the IP multimedia system IMS, and sent by the IMS through the data channel.
  • the first sending module 203 is configured to, if the first feedback information is obtained, send the first feedback information through the data channel, the first feedback information is obtained by the user of the user terminal according to the first A multimedia message for multimedia message feedback.
  • the second sending module 204 is configured to, if the second feedback information is acquired, send the second feedback information through the audio and video channel, the second feedback information is the user of the user terminal according to the The audio and video information fed back by the audio and video information sent by the audio and video channel.
  • the user terminal further includes an establishment module 205 .
  • the establishment module 205 is configured to establish a data channel between the user terminal and the IMS according to a pre-installed software development kit SDK, wherein the access point of the data channel between the user terminal and the IMS It is different from the access point of the audio and video channel.
  • An embodiment of the present disclosure also provides a computer device, which includes: at least one processor and a storage device; wherein at least one program is stored on the storage device, and when the at least one program is executed by the at least one processor, The above-mentioned at least one processor is made to implement the customer service implementation method provided by the foregoing embodiments.
  • An embodiment of the present disclosure also provides a computer-readable medium on which a computer program is stored, wherein, when the computer program is executed, the method for implementing customer service services as provided in the foregoing embodiments is implemented.
  • the division between functional modules/units mentioned in the above description does not necessarily correspond to the division of physical components; for example, one physical component may have multiple functions, or one function or step may be composed of several physical components. Components cooperate to execute.
  • Some or all of the physical components may be implemented as software executed by a processor, such as a central processing unit, digital signal processor, or microprocessor, or as hardware, or as an integrated circuit, such as an application-specific integrated circuit .
  • Such software may be distributed on computer readable media, which may include computer storage media (or non-transitory media) and communication media (or transitory media).
  • computer storage media includes both volatile and nonvolatile media implemented in any method or technology for storage of information, such as computer readable instructions, data structures, program modules, or other data. permanent, removable and non-removable media.
  • Computer storage media includes, but is not limited to, RAM, ROM, EEPROM, flash memory or other memory technology, CD-ROM, digital versatile disk (DVD) or other optical disk storage, magnetic cartridges, tape, magnetic disk storage or other magnetic storage devices, or can Any other medium used to store desired information and which can be accessed by a computer.
  • communication media typically embodies computer readable instructions, data structures, program modules, or other data in a modulated data signal such as a carrier wave or other transport mechanism, and may include any information delivery media .

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Abstract

一种客服业务实现方法、系统、计算机设备和可读介质。该方法应用于客服系统，包括：在客服系统与用户终端之间通过音视频通道进行音视频交互的情况下，向IMS发送第一多媒体信息，以请求IMS建立IMS与用户终端之间的数据通道并通过数据通道向用户终端发送第一多媒体信息，第一多媒体信息是与通过音视频通道发送的音视频信息进行同步和关联后的多媒体交互信息，用于提示用户终端的用户反馈信息。本申请的客服业务实现方案，与用户交互更直观、用户体验更生动、业务办理更高效，有助于企业用户直观、形象地推介产品和服务。

Description

客服业务实现方法、装置、计算机设备和可读介质
相关申请的交叉引用
本公开要求在2021年9月10日提交国家知识产权局、申请号为202111062684.4、发明名称为“客服业务实现方法、装置、计算机设备和可读介质”的中国专利申请的优先权，该申请的全部内容通过引用结合在本公开中。
技术领域
本公开的实施例涉及但不限于通信技术领域，具体涉及一种客服业务实现方法、装置、计算机设备和可读介质。
背景技术
根据3GPP(3rd Generation Partnership Project，第三代合作伙伴计划)的定义，IMS(IP Multimedia Core Network Subsystem，IP多媒体子系统)可以实现基于IP的多媒体会话，包括语音、视频等多媒体业务。IMS网络不仅可以为固定终端提供语音呼叫，还可以为移动终端提供VoLTE(Voice over Long Term Evolution)和VoNR(Voice over Next Radio)和VoWiFi(Voice over WiFi)语音呼叫。
客服业务经过数十年的发展，已经非常成熟。无论是运营商、企业还是个人，都已经习惯了客服热线服务方式。各类固定和移动终端可以通过实时语音网络中IMS网络与客服系统互通，实现客服热线服务。在相关技术中，如图1所示，客服系统通过电信运营商的语音网络利用音视频通道与用户终端连接，实现语音互通。
客服系统和用户终端之间通信方式单一，只能传送音视频信号，缺乏多样化的交互手段。从体验角度来说，客服系统基本上依赖于语音服务， IVR(Interactive Voice Response，互动式语音应答)导航冗长而且难以遍历，不能充分发挥引导作用。
相关技术中的客服系统在进行业务处理时与用户沟通效率低下，用户使用热情下降，满意度难以进一步提升，对于企业用户而言，不能直观形象地向用户推介产品和服务，企业业务拓展受到严重制约。
发明内容
本公开提供一种客服业务实现方法、装置、计算机设备和可读介质。
第一方面，本公开实施例提供一种客服业务实现方法，应用于客服系统，所述方法包括：在所述客服系统与用户终端之间通过音视频通道进行音视频交互的情况下，向IP多媒体系统IMS发送第一多媒体信息，以请求所述IMS建立所述IMS与所述用户终端之间的数据通道并通过所述数据通道向所述用户终端发送第一多媒体信息，其中，所述第一多媒体信息是与通过所述音视频通道发送的音视频信息进行同步和关联后的多媒体交互信息，用于提示所述用户终端的用户反馈信息。
另一方面，本公开实施例还提供一种客服业务实现方法，应用于用户终端，所述方法包括：在所述客服系统与用户终端之间通过音视频通道进行音视频交互的情况下，接收第一多媒体信息，所述第一多媒体信息是与通过所述音视频通道发送的音视频信息进行同步和关联后的多媒体交互信息，由所述客服系统发送给IP多媒体系统IMS，并由所述IMS通过数据通道发送；在获取到第一反馈信息的情况下，通过所述数据通道发送所述第一反馈信息，所述第一反馈信息是所述用户终端的用户根据所述第一多媒体信息反馈的多媒体信息；以及在获取到第二反馈信息的情况下，通过所述音视频通道发送所述第二反馈信息，所述第二反馈信息是所述用户终端的用户根据所述音视频通道下发的音视频信息反馈的音视频信息。
再一方面，本公开实施例还提供一种客服系统，包括第一推送模块， 所述第一推送模块被配置成，在所述客服系统与用户终端之间通过音视频通道进行音视频交互的情况下，向IP多媒体系统IMS发送第一多媒体信息，以请求所述IMS建立所述IMS与所述用户终端之间的数据通道并通过所述数据通道向所述用户终端发送第一多媒体信息，其中，所述第一多媒体信息是与通过所述音视频通道发送的音视频信息进行同步和关联后的多媒体交互信息，用于提示所述用户终端的用户反馈信息。
又一方面，本公开实施例还提供一种用户终端，包括：第一接收模块、第二接收模块、第一发送模块和第二发送模块。所述第一接收模块被配置成，在所述第二接收模块通过音视频通道与客服系统进行音视频交互的情况下，接收第一多媒体信息，所述第一多媒体信息是与通过所述音视频通道发送的音视频信息进行同步和关联后的多媒体交互信息，由所述客服系统发送给IP多媒体系统IMS，并由所述IMS通过数据通道发送；所述第一发送模块被配置成，在获取到第一反馈信息的情况下，通过所述数据通道发送所述第一反馈信息，所述第一反馈信息是所述用户终端的用户根据所述第一多媒体信息反馈的多媒体信息；并且所述第二发送模块被配置成，在获取到第二反馈信息的情况下，通过所述音视频通道发送所述第二反馈信息，所述第二反馈信息是所述用户终端的用户根据所述音视频通道下发的音视频信息反馈的音视频信息。
又一方面，本公开实施例还提供一种计算机设备，包括：至少一个处理器；存储装置，其上存储有一个或多个程序；当所述至少一个程序被所述至少一个处理器执行时，使得所述至少一个处理器实现如前所述的客服业务实现方法。
又一方面，本公开实施例还提供一种计算机可读介质，其上存储有计算机程序，其中，所述计算机程序被处理器执行时实现如前所述的客服业务实现方法。
附图说明
图1为相关技术的系统架构的示意图；
图2为本公开实施例的系统架构的示意图；
图3为本公开实施例提供的客服业务实现方法的流程示意图；
图4为本公开另一实施例提供的客服业务实现方法的流程示意图；
图5为本公开另一实施例提供的客服业务实现方法的流程示意图；
图6为本公开实施例提供的应用场景的系统架构的示意图；
图7为本公开实施例提供的应用场景的客服业务实现方法的信令流程示意图；
图8为本公开实施例提供的另一应用场景的系统架构的示意图；
图9为本公开实施例提供的另一应用场景的客服业务实现方法的信令流程示意图；
图10为本公开实施例提供的另一应用场景的系统架构的示意图；
图11为本公开实施例提供的另一应用场景的客服业务实现方法的信令流程示意图；
图12为本公开实施例提供的客服业务实现方法的流程示意图；
图13为本公开实施例提供的客服系统的结构示意图；
图14为本公开另一实施例提供的客服系统的结构示意图；
图15为本公开另一实施例提供的客服系统的结构示意图；
图16为本公开实施例提供的用户终端的结构示意图；
图17为本公开另一实施例提供的用户终端的结构示意图。
具体实施方式
在下文中将参考附图更充分地描述示例实施例，但是所述示例实施例可以以不同形式来体现且不应当被解释为限于本文阐述的实施例。反之，提供这些实施例的目的在于使本公开透彻和完整，并将使本领域技术人员充分理解本公开的范围。
如本文所使用的，术语“和/或”包括一个或多个相关列举条目的任何和所有组合。
本文所使用的术语仅用于描述特定实施例，且不意欲限制本公开。如本文所使用的，单数形式“一个”和“该”也意欲包括复数形式，除非上下文另外清楚指出。还将理解的是，当本说明书中使用术语“包括”和/或“由……制成”时，指定存在所述特征、整体、步骤、操作、元件和/或组件，但不排除存在或添加一个或多个其他特征、整体、步骤、操作、元件、组件和/或其群组。
本文所述实施例可借助本公开的理想示意图而参考平面图和/或截面图进行描述。因此，可根据制造技术和/或容限来修改示例图示。因此，实施例不限于附图中所示的实施例，而是包括基于制造工艺而形成的配置的修改。因此，附图中例示的区具有示意性属性，并且图中所示区的形状例示了元件的区的具体形状，但并不旨在是限制性的。
除非另外限定，否则本文所用的所有术语(包括技术和科学术语)的含义与本领域普通技术人员通常理解的含义相同。还将理解，诸如那些在常用字典中限定的那些术语应当被解释为具有与其在相关技术以及本公开的背景下的含义一致的含义，且将不解释为具有理想化或过度形式上的含义，除非本文明确如此限定。
本公开实施例提供一种客服业务实现方法，所述客服业务实现方法应用于如图2所示的系统中。如图2所示，所述系统包括客服系统、语音网络中的网元设备、语音业务装置和用户终端，客服系统需要在语音网络中部署语音业务装置，语音业务装置分别与客服系统和语音网络中的网元设备相连，支持传输多媒体信息；语音网络包括固定语音网络和VoLTE/VoNR/VoWiFi语音网络，语音网络中的网元设备可以是IMS网元，示例性的，可以包括VoLTE AS(Application Server，应用服务器)、VoLTE SBC(Session Border Controller，会话边缘控制器)和I/S-CSCF(问询呼叫会话控制功能实体/服务呼叫会话控制功能实体)等IMS网络设备，支持数据通道(Data Channel，DC)相关功能。用户终端可以支持数据通道，包括固定终端和移动终端。在用户终端的芯片不支持数据通道的情况下， 通过出厂安装原生SDK(Software Development Kit，软件开发工具包)来支持数据通道，可以避免在用户终端安装/卸载应用程序。
如图3所示，本公开实施例提供的客服业务实现方法，应用于客服系统，所述方法包括以下步骤：
步骤31，在客服系统与用户终端之间通过音视频通道进行音视频交互的情况下，向IP多媒体系统IMS发送第一多媒体信息，以请求IMS建立IMS与用户终端之间的数据通道并通过数据通道向用户终端发送第一多媒体信息，其中，第一多媒体信息是与通过音视频通道发送的音视频信息进行同步和关联后的多媒体交互信息，用于提示用户终端的用户反馈信息。
在本步骤中，在客服系统与用户终端之间通过音视频通道进行音视频交互的情况下，例如，客服系统与用户终端通过音视频通道进行IVR的同时，客服系统推送的第一多媒体信息通过数据通道下发给语音网络中的IMS，并由IMS通过数据通道下发给用户终端。
为了提升客服系统与用户的沟通效率和服务满意度，相关技术中采用OTT(Over The Top，互联网公司越过运营商)应用。客服系统在支持语音通话同时，还可以进行文件、图片、位置交互。但是OTT语音没有QoS(Quality of Service，服务质量)保证，又需要安装特殊的应用程序，给推广和应用带来不便。在本公开实施例中，在将第一多媒体信息推送给用户终端的过程中，利用电信运营商的语音网络中的网元设备(即IMS网元设备)推送第一多媒体信息。这样，运营商可以改善服务质量，使得QoS得到保证。
在相关技术中，客服系统与用户终端的用户通过音视频通道进行IVR，用户终端收到菜单或者语音IVR导航播音后，通过用户终端上的传统按键进行DTMF(Dual Tone Multi Frequency，双音多频)的语音通道与客服系统进行交互。客服系统和用户终端的用户之间无法进行直观而深入的沟通，而且服务的各个环节是零碎的，用户无法享受一体化服务。
本公开实施例提供的客服业务实现方法，在客服系统中保留了传统的IVR导航功能，同时还可以通过数据通道向用户终端推送第一多媒体信息， 第一多媒体信息与通过音视频通道发送的音视频信息相匹配。这样，客服系统与用户交互更直观、用户体验更生动、业务办理更高效，有助于企业用户直观、形象地推介产品和服务；客服系统可以整合各种零散业务，并提供统一的入口，用户只需通过用户终端拨打一个客服号码，即可享受“一条龙”服务，显著改善业务体验。加强和完善了客服系统的功能，有助于改进服务质量和运营水平。
在一些实施例中，第一多媒体信息可以包括交互式菜单、文件、表情、动作等信息，例如，文字、图片、文件、位置和HTML(Hyper Text Markup Language，超文本标记语言)5页面等。
本公开实施例提供的客服业务实现方法，应用于客服系统，包括：在客服系统与用户终端之间通过音视频通道进行音视频交互的情况下，向IMS发送第一多媒体信息，以请求IMS建立IMS与用户终端之间的数据通道并通过数据通道向用户终端发送第一多媒体信息，其中，第一多媒体信息是与通过音视频通道发送的音视频信息进行同步和关联后的多媒体交互信息，用于提示用户终端的用户反馈信息。本公开实施例的客服业务实现方案，与用户交互更直观、用户体验更生动、业务办理更高效，有助于企业用户直观、形象地推介产品和服务；客服系统可以整合各种零散业务，加强和完善了客服系统的功能，有助于改进服务质量和运营水平。
由于第一多媒体信息为交互信息，用户终端能够与客服系统进行多媒体信息的交互，而且由于客服系统与用户终端的呼叫是通过语音网络的音视频通道进行的，而多媒体信息推送和用户终端交互是通过数据通道进行的，音视频通道和数据通道在语音网络中的路由完全独立。在客服系统业务实现过程中，音视频通道和数据通道必须协同工作，才能保证业务逻辑的正确性和协同性。另外，为了保证与传统客服系统的兼容性，用户终端在接收到第一多媒体信息(例如可视化菜单)或者音视频信息(例如语音IVR导航播音)后，可以通过数据通道反馈信息，也可以通过音视频通道反馈信息，因此通过数据通道反馈的信息和通过音视频通道反馈的信息之间必须建立正确的关联关系。
因此，在一些实施例中，如图4所示，在向IMS发送第一多媒体信息， 以请求IMS建立IMS与用户终端之间的数据通道并通过数据通道向用户终端发送第一多媒体信息(即步骤31)之后，所述客服业务实现方法还可以包括以下步骤：
步骤41，接收用户终端通过数据通道发送的第一反馈信息，第一反馈信息是用户终端的用户根据第一多媒体信息反馈的信息。
在本步骤中，客服系统接收第一反馈信息，第一反馈信息为用户终端的用户通过触屏方式发送给用户终端，并由用户终端通过数据通道发送的，第一反馈信息为多媒体信息，是针对第一多媒体信息的反馈，例如，对可视化菜单的选择结果的反馈。这样，客服系统与用户终端之间可以实现多种形式的多媒体信息交互。
步骤42，根据第一反馈信息生成第二多媒体信息，并生成与第二多媒体信息同步和关联的第一音视频信息，第二多媒体信息为第一反馈信息的下一级多媒体交互信息。
在本步骤中，客服系统根据用户终端的反馈确定后续的范围功能，生成下一级交互信息，例如，生成下一级的推送子菜单(例如HTML5页面)，并在生成第二多媒体信息之后，生成与第二多媒体信息匹配的第一音视频信息(例如下一级的IVR信息)。
步骤43，通过数据通道向用户终端发送第二多媒体信息，并通过音视频通道向用户终端发送所述第一音视频信息。
在本步骤中，客服系统将下一级的多媒体交互信息通过数据通道发送给用户终端，并将下一级的音视频交互信息通过音视频通道发送给用户终端。
通过步骤41-43可以看出，客服系统与用户终端之间可以通过不同方式实现多级交互信息的交互。即使用户终端向客服系统反馈选择结果的不是音视频信息，而是多媒体信息，客服系统也可以基于用户反馈的多媒体信息生成下一级的音视频信息，并继续向用户终端推送该下一级的音视频信息。
由于客服系统与用户终端之间已经建立音视频通道，因此，客服系统 还可以进一步与用户终端通过音视频通道进行音视频信息的交互。如图5所示，在一些实施例中，在向IMS发送第一多媒体信息，以请求IMS建立IMS与用户终端之间的数据通道并通过数据通道向用户终端发送第一多媒体信息(即步骤31)之后，所述客服业务实现方法还可以包括以下步骤：
步骤51，接收用户终端通过音视频通道发送的第二反馈信息，第二反馈信息是用户终端的用户根据音视频通道下发的音视频信息反馈的音视频信息。
由于客服系统在之前已经通过音视频通道向用户终端发送了音视频信息，因此，在本步骤中，客服系统接收第二反馈信息。第二反馈信息是用户终端的用户通过按键方式发送给用户终端，然后用户终端利用DTMF(Dual Tone Multi Frequency，双音多频)信号，通过音视频通道发送。第二反馈信息可以为IVR应答信息，例如，对IVR语音导航的选择结果的反馈信息(如DTMF的反馈信息)。
步骤52，根据第二反馈信息生成第二音视频信息，并生成与第二音视频信息同步和关联的第三多媒体信息，第二音视频信息为第二反馈信息的下一级交互信息。
在本步骤中，客服系统根据用户终端的反馈确定后续的范围功能，生成下一级交互信息，例如，生成下一级的音视频信息(即第二音视频信息，例如IVR信息)，并在生成第二音视频信息之后，生成与第二音视频信息同步和关联的第三多媒体信息(例如，下一级的推送子菜单)。
步骤53，通过音视频通道向用户终端发送第二音视频信息，并通过数据通道向用户终端发送第三多媒体信息。
在本步骤中，客服系统将下一级的音视频交互信息通过音视频通道发送给用户终端，并将下一级的多媒体交互信息通过数据通道发送给用户终端。
通过步骤51-53可以看出，客服系统与用户终端之间可以通过不同方式实现多级交互信息的交互。即使用户终端向客服系统反馈选择结果的不 是多媒体信息，而是音视频信息，客服系统也可以基于用户反馈的音视频信息生成下一级的多媒体信息，并继续向用户终端推送该下一级的多媒体信息。
需要说明的是，用户终端可以通过数据通道发送第一反馈信息，和/或，通过音视频通道发送第二反馈信息。
为了适应不同处理能力的客服系统以及不同的应用场景，本公开实施例提出了不同的多媒体信息推送方案。
在一些实施例中，客服系统利用语音业务装置和电信运营商的语音网络推送多媒体信息以及接收用户终端的反馈信息。相应的，所述向IMS发送第一多媒体信息，以请求IMS建立IMS与用户终端之间的数据通道并通过数据通道向用户终端发送第一多媒体信息(即步骤31)，包括以下步骤：向语音业务装置发送携带第一多媒体信息的第一推送请求，其中，第一推送请求用于，指示语音业务装置建立语音业务装置与IMS之间的第一数据通道，并通过第一数据通道向IMS发送第一多媒体信息，以及用于使语音业务装置指示IMS建立IMS与用户终端之间的第二数据通道，并使IMS通过第二数据通道向用户终端发送第一多媒体信息。也就是说，客服系统向语音业务装置发送携带第一多媒体信息的第一推送请求，语音业务装置获取第一多媒体信息后，建立语音业务装置与IMS之间的第一数据通道，并通过第一数据通道向IMS发送第一多媒体信息；IMS接收到第一多媒体信息后，建立IMS与用户终端之间的第二数据通道，并通过第二数据通道向用户终端发送第一多媒体信息，从而实现客服系统向用户终端推送多媒体信息。
相应的，在一些实施例中，所述接收用户终端通过数据通道发送的第一反馈信息(即步骤41)，包括以下步骤：接收语音业务装置发送的第一推送响应，获取其中携带的第一反馈信息，第一反馈信息由用户终端通过第二数据通道发送给IMS，并由IMS通过第一数据通道发送给语音业务装置。所述通过数据通道向用户终端发送第二多媒体信息(即步骤43)，包括以下步骤：向语音业务装置发送携带第二多媒体信息的第二推送请求，第二推送请求用于，指示语音业务装置通过第一数据通道向IMS发送第二 多媒体信息，以使IMS通过第二数据通道向用户终端发送第二多媒体信息。也就是说，用户终端通过第二数据通道向IMS发送第一反馈信息(即用户终端的用户根据第一多媒体信息反馈的信息)，IMS通过第一数据通道向语音业务装置发送第一反馈信息，语音业务装置向客服系统发送携带第一反馈信息的第一推送响应，客服系统获取其中的第一反馈信息。客服系统根据第一反馈信息生成第二多媒体信息(即第一反馈信息的下一级交互信息)后，向语音业务装置发送携带第二多媒体信息的第二推送请求，语音业务装置通过第一数据通道向IMS发送第二多媒体信息，IMS在接收到第二多媒体信息后，通过第一数据通道向用户终端发送第二多媒体信息，从而实现客服系统基于用户终端的反馈进一步推送下一级多媒体信息。
在一些实施例中，所述客服系统包括SCU(Signal Conversion Unit，信号转换单元)。在这种情况下，所述向语音业务装置发送携带第一多媒体信息的第一推送请求，包括：通过SCU向语音业务装置发送携带第一多媒体信息的第一推送请求；和/或，所述接收语音业务装置发送的第一推送响应，包括：通过所述SCU接收所述语音业务装置发送的第一推送响应；和/或，向语音业务装置发送携带所述第二多媒体信息的第二推送请求，包括：通过SCU向所述语音业务装置发送携带所述第二多媒体信息的第二推送请求。需要说明的是，在客服系统部署SCU的情况下，所述客服系统中原有的业务模块无需任何改动。
在一些实施例中，客服系统无需利用语音业务装置，直接利用电信运营商的语音网络推送多媒体信息以及接收用户终端的反馈信息。相应的，所述向IMS发送第一多媒体信息，以请求IMS建立IMS与用户终端之间的数据通道并通过数据通道向用户终端发送第一多媒体信息(即步骤31)，包括以下步骤：通过预先建立的客服系统与IMS之间的第三数据通道，向IMS发送携带第一多媒体信息的第三推送请求；第三推送请求用于，指示IMS建立IMS与用户终端之间的第四数据通道，并通过第四数据通道向用户终端发送第一多媒体信息。也就是说，客服系统与IMS之间预先建立第三数据通道，客服系统通过第三数据通道向IMS发送携带第一多媒体信息的第三推送请求，IMS获取到第一多媒体信息后，建立IMS与用户终端之 间的第四数据通道，并通过第四数据通道向用户终端发送第一多媒体信息，从而实现客服系统向用户终端推送多媒体信息。
相应的，在一些实施例中，所述接收用户终端通过数据通道发送的第一反馈信息(即步骤41)，包括以下步骤：接收IMS发送的第三推送响应，获取其中携带的第一反馈信息，第一反馈信息由用户终端通过第四数据通道发送给IMS。所述通过数据通道向用户终端发送第二多媒体信息(即步骤43)，包括以下步骤：向IMS发送携带第二多媒体信息的第四推送请求，第四推送请求用于指示IMS通过第四数据通道向用户终端发送第二多媒体信息。也就是说，用户终端通过第四数据通道向IMS发送第一反馈信息(即用户终端的用户根据第一多媒体信息反馈的信息)，IMS通过第三数据通道向客服系统发送携带第一反馈信息的第三推送响应，客服系统获取其中的第一反馈信息。客服系统根据第一反馈信息生成第二多媒体信息(即第一反馈信息的下一级交互信息)后，通过第三数据通道向IMS发送携带第二多媒体信息的第四推送请求，IMS在获取其中的第二多媒体信息后，通过第一数据通道向用户终端发送第二多媒体信息，从而实现客服系统基于用户终端的反馈进一步推送下一级多媒体信息。
为了清楚说明本公开实施例的技术方案，以下结合三个具体实例对本公开的客服业务实现方法进行详细说明。
图6为本公开实施例提供的应用场景的系统架构的示意图，图7为图6所示的场景下的客服业务实现方法信令流程示意图。结合图6和图7所示，客服系统利用语音业务装置和电信运营商的语音网络推送多媒体信息以及接收用户终端的反馈信息。在该场景下，客服系统能够通过音视频通道与语音网络中的IMS进行信令/媒体互通，并能够与语音业务装置进行对接，实现HTML5页面、可视化菜单等多媒体信息的推送以及接收用户终端的反馈信息。需要说明的是，在应用场景一下，客服系统可以针对传统的客服系统进行软件功能升级改造实现。
在客服系统和用户终端之间已建立音视频通道并通过音视频通道进行IVR语音/视频导航的情况下，如图7所示，客服业务实现方法包括以下步骤：
步骤100，客服系统向语音业务装置发送第一推送请求，其中携带可视化菜单(如HTML5)，其内容和IVR语音/视频导航相匹配。
在本步骤中，若客服系统部署了SCU，则由SCU向语音业务装置发送第一推送请求。
步骤101，语音业务装置向IMS发送创建数据通道请求，以请求IMS创建数据通道。
步骤102，IMS与用户终端协商创建第二数据通道(DC2)。
步骤103，IMS创建与语音业务装置之间的第一数据通道(DC1)后，向语音业务装置返回数据通道创建完成响应。
步骤104，语音业务装置通过第一数据通道(DC1)和第二数据通道(DC2)向用户终端推送可视化菜单。
需要说明的是，在一些应用场景中，也可以基于DC1和DC2推送动作、表情、文件、图片等多媒体信息。
步骤105，用户终端的用户在终端界面上通过触屏或按键选择服务项目，实现用户终端与客服系统之间多种形式的信息交互。
步骤106，针对用户采用触屏方式发送的第一反馈信息，用户终端通过第二数据通道(DC2)将用户的第一反馈信息(选择结果)发送给IMS，由IMS通过第一数据通道(DC1)转发给语音业务装置。
步骤106a，语音业务装置向客服系统发送携带第一反馈信息的第一推送响应。
步骤107，针对用户采用按键方式发送的第二反馈信息，用户终端通过音视频通道，利用DTMF信号将第二反馈信息发送给客服系统。
需要说明的是，步骤106及步骤106a与步骤107可以择一执行。
步骤108，客服系统将IVR信息和可视化菜单进行关联和协同，确定后续的服务功能，如进一步播放相应的IVR语音或者推送子菜单。
在本步骤中，若客户系统接收到携带第一反馈信息的第一推送响应，则根据第一反馈信息生成HTML5下一级页面，并生成与HTML5下一级 页面同步和关联的下一级IVR信息；若客服系统接收到第二反馈信息，则根据第二反馈信息生成下一级IVR信息，并生成与下一级IVR信息同步和关联的HTML5下一级页面。
步骤109，客服系统向语音业务装置发送第二推送请求，用以推送HTML5下一级页面，以及，客服系统通过音视频通道向用户终端推送下一级IVR信息。
步骤110，语音业务装置通过第一数据通道(DC1)和第二数据通道(DC2)向用户终端推送HTML5下一级页面。
当用户终端与客服系统建立通话后，客服系统向用户终端播放IVR语音/视频导航，同时通过语音业务装置向用户终端推送可视化菜单。用户在用户终端界面上通过触屏或按键方式选择服务项目，客服系统可以基于用户的选择结果通过语音业务装置向用户终端推送相应的HTML5下一级页面，也可以基于用户的选择通过音视频通道向用户终端播放下一级IVR语音/视频导航。
图6-图7所示的实例具有如下特点：
客服系统支持IVR导航与HTML5菜单的关联和协同同步，支持产生和发送HTML5菜单等多媒体信息，支持与语音装置交互完成菜单等多媒体的推送以及用户终端业务选择的收集；客服系统支持用户终端双重选择，支持音视频和可视化菜单两种形式的导航服务。用户可以在可视化菜单中触屏选择，也可以按键选择。客服系统均能够识别用户的选择结果。客服系统支持推送多媒体信息，支持基于用户的选择结果匹配并生成下一级HTML5页面和语音，并发送给用户终端。在一些应用场景中，客服系统也可实现向用户终端推送动作、表情、文件、图片等多媒体信息。针对部署了SCU的客服系统而言，无需对传统的客服系统进行升级改造。
语音业务装置支持数据通道建立和多媒体信息传输。
用户终端支持数据通道，并支持触屏或按键进行业务选择。用户终端可以是各类固定终端，也可以是各类移动终端。在用户终端芯片不支持数据通道的条件下，通过终端出厂安装原生SDK来支持数据通道技术，无 需在用户终端安装/卸载特殊应用程序。
图8为本公开实施例提供的另一应用场景的系统架构的示意图，图9为图8所示的场景下的客服业务实现方法信令流程示意图。该应用场景与上述应用场景的区别在于，上述应用场景是针对传统的客服系统进行升级改造，而该应用场景是传统的客服系统无需任何改动，通过额外部署SCU实现。其中，SCU对接语音业务装置和语音网络，用于进行IVR的信息(如DTMF)和多媒体信息之间的转换和关联，并完成多媒体信息的产生和推送以及接收用户终端的反馈信息。
如图9所示，该应用场景的客服业务实现方法流程与上述应用场景的客服业务实现方法流程的区别在于：
在步骤106a中，第一推送响应发送给客服系统的SCU，并在步骤108中，由SCU对步骤106a获得的第一反馈信息生成的HTML5下一级页面和IVR信息进行关联和协同。
在步骤107中，用户终端通过音视频通道将第二反馈信息发送给SCU，由SCU转发给客服系统的业务模块，并在步骤108中，由客服系统的业务模块对步骤107获得的第二反馈信息生成的下一级IVR信息和多媒体信息进行关联和协同。
在步骤109中，由客服系统的业务模块向SCU发送下一级IVR信息，并由SCU通过音视频通道向用户终端推送该下一级IVR信息。
图10为本公开实施例提供的又一应用场景的系统架构的示意图。图11为图10所示的场景下的客服业务实现方法的信令流程示意图。结合图10和图11所示，客服系统直接利用电信运营商的语音网络推送多媒体信息以及接收用户终端的反馈信息。在该场景下，客服系统能够通过音视频通道和数据通道与语音网络中的IMS进行互通，并能够通过数据通道与语音业务装置进行对接；语音业务装置与IMS之间建立数据通道(在本公开实施例中，该场景下客服业务实现无需语音业务装置参与)，实现HTML5页面、可视化菜单等多媒体信息的推送以及接收用户终端的反馈信息。
在客服系统和用户终端之间已建立音视频通道并通过音视频通道进 行IVR语音/视频导航的情况下，如图11所示，客服业务实现方法包括以下步骤：
步骤201，客服系统通过第三数据通道(DC3)向IMS发送第三推送请求，其中携带可视化菜单(如HTML5)，其内容和IVR语音/视频导航匹配。
步骤202，IMS与用户终端协商创建第四数据通道(DC4)。
步骤203，IMS通过第四数据通道(DC4)向用户终端推送可视化菜单。
需要说明的是，在一些应用场景中，也可以基于DC4和DC3推送动作、表情、文件、图片等多媒体信息。
步骤204，用户终端的用户在终端界面上通过触屏或按键选择服务项目，实现用户终端与客服系统之间多种形式的信息交互。
步骤205，针对用户采用触屏方式发送的第一反馈信息，用户终端通过第四数据通道(DC4)将用户的第一反馈信息(选择结果)发送给IMS。
步骤206，IMS通过第三数据通道(DC3)向客服系统发送携带第一反馈信息的第三推送响应。
步骤207，针对用户采用按键方式发送的第二反馈信息，用户终端通过音视频通道，利用DTMF信号将第二反馈信息发送给客服系统。
需要说明的是，步骤207与步骤206可以择一执行。
步骤208，客服系统将IVR信息和可视化菜单进行关联和协同，确定后续的服务功能，如进一步播放相应的IVR语音或者推送子菜单。
在本步骤中，若客户系统接收到携带第一反馈信息的第三推送响应，则根据第一反馈信息生成HTML5下一级页面，并生成与HTML5下一级页面同步和关联的下一级IVR信息；若客服系统接收到第二反馈信息，则根据第二反馈信息生成下一级IVR信息，并生成与下一级IVR信息同步和关联的HTML5下一级页面。
步骤209，客服系统通过第三数据通道(DC3)向IMS发送第四推送 请求，用以推送HTML5下一级页面，以及客服系统通过音视频通道向用户终端推送下一级IVR信息。
步骤210，IMS通过第四数据通道(DC4)向用户终端推送HTML5下一级页面。
当用户终端与客服系统建立通话后，客服系统无需通过语音业务装置，直接通过语音网络向用户终端推送可视化菜单。用户在用户终端的界面上通过触屏或按键方式选择服务项目，客服系统可以基于用户的选择结果通过语音业务装置向用户终端推送相应的HTML5下一级页面，也可以基于用户的选择通过音视频通道向用户终端播放下一级IVR语音/视频导航。
图8-图9所示的实例具有如下特点：
客服系统支持IVR导航与HTML5菜单的关联和协同同步，支持产生和发送HTML5菜单等多媒体信息，支持与语音装置交互完成菜单等多媒体的推送以及用户终端业务选择的收集；客服系统支持用户终端双重选择，支持音视频和可视化菜单两种形式的导航服务。用户可以在可视化菜单中触屏选择，也可以按键选择。客服系统均能够识别用户的选择结果。客服系统支持推送多媒体信息，支持基于用户的选择结果匹配并生成下一级HTML5页面和语音，并发送给用户终端。在一些应用场景中，客服系统也可实现向用户终端推送动作、表情、文件、图片等多媒体信息。
语音业务装置支持数据通道建立，多媒体信息不经过语音业务装置传输。
用户终端支持数据通道，并支持触屏或按键进行业务选择。用户终端可以是各类固定终端，也可以是各类移动终端。在用户终端芯片不支持数据通道的条件下，通过终端出厂安装原生SDK来支持数据通道技术，无需在用户终端安装/卸载特殊应用程序。
在本公开实施例中，客服系统不但保留了传统的IVR导航功能，而且为用户提供交互式菜单，支持音视频通道和数据通道内容的正确关联和同步，从而将传统客服系统提升为交互式客服系统，并能够与传统客服系统兼容。客服系统与用户终端之间通过语音网络和语音业务装置，在原有音 视频通道的基础上，基于数据通道实现多种形式的多媒体信息推送及交互，由用户终端的用户根据自身习惯选择使用。在服务过程中，客服系统可以根据用户的选择和操作，收集提供服务所需的信息。本公开实施例的客服业务实现方法，具有智能交互的特点，能够解决IVR导航冗长，传统客服交互性差的问题。典型的客服业务有很多。比如，客服系统在语音通话同时，推送菜单让终端用户在屏幕上点击选择；比如，客服系统在与终端用户进行语音通话同时，通过标记用户的屏幕，进行远程指导等。交互式客服业务功能更强大、交互更直观、体验更生动、业务办理更高效，这样就可以对现有各种零散服务进行整合，改进服务质量和运营水平，提高工作效率和营利能力。
本公开实施例的各种应用场景的实现方案，都可以实现与支持数据通道的用户终端之间的音视频通话和多媒体信息交互，实现交互式业务特征的智能客服业务，提升用户的业务体验。
本公开实施例还提供一种客服业务实现方法，所述方法应用于用户终端。如图12所示，所述方法包括以下步骤：
步骤121，在客服系统与用户终端之间通过音视频通道进行音视频交互的情况下，接收第一多媒体信息，所述第一多媒体信息是与通过音视频通道发送的音视频信息进行同步和关联后的多媒体交互信息，由客服系统发送给IP多媒体系统IMS，并由IMS通过数据通道发送。
步骤122，在获取到第一反馈信息的情况下，通过数据通道发送第一反馈信息，第一反馈信息是用户终端的用户根据第一多媒体信息反馈的多媒体信息。
步骤123，在获取到第二反馈信息的情况下，通过音视频通道发送第二反馈信息，第二反馈信息是用户终端的用户根据音视频通道下发的音视频信息反馈的音视频信息。
本公开实施例提供的客服业务实现方法，应用于用户终端，包括：在客服系统与用户终端之间通过音视频通道进行音视频交互的情况下，接收第一多媒体信息，第一多媒体信息是与通过音视频通道发送的音视频信息 进行同步和关联后的多媒体交互信息，由客服系统发送给IP多媒体系统IMS，并由IMS通过数据通道发送。在获取到第一反馈信息的情况下，通过数据通道发送第一反馈信息，第一反馈信息是用户终端的用户根据第一多媒体信息反馈的多媒体信息。在获取到第二反馈信息的情况下，通过音视频通道发送第二反馈信息，第二反馈信息是用户终端的用户根据音视频通道下发的音视频信息反馈的音视频信息。本公开实施例的客服业务实现方案，与用户交互更直观、用户体验更生动、业务办理更高效，有助于企业用户直观、形象地推介产品和服务；客服系统可以整合各种零散业务，加强和完善了客服系统的功能，有助于改进服务质量和运营水平。
在用户终端的芯片不支持数据通道的情况下，可以通过出厂安装原生SDK(Software Development Kit，软件开发工具包)来支持数据通道，可以避免在用户终端安装/卸载应用程序。
在这种情况下，在一些实施例中，在接收第一多媒体信息之前，所述客服业务实现方法还可以包括以下步骤：根据预先安装的SDK建立用户终端与IMS之间的数据通道，其中，用户终端与IMS之间的数据通道的接入点与音视频通道的接入点不同。也就是说，在本公开实施例中，通过SDK建立的数据通道的接入点与IMS的接入点不是同一接入点。
基于相同的技术构思，本公开实施例还提供一种客服系统。如图13所示，所述客服系统包括第一推送模块101，第一推送模块101被配置成，在所述客服系统与用户终端之间通过音视频通道进行音视频交互的情况下，向IP多媒体系统IMS发送第一多媒体信息，以请求所述IMS建立所述IMS与所述用户终端之间的数据通道并通过所述数据通道向所述用户终端发送第一多媒体信息，其中，所述第一多媒体信息是与通过所述音视频通道发送的音视频信息进行同步和关联后的多媒体交互信息，用于提示所述用户终端的用户反馈信息。
在一些实施例中，如图14所示，所述客服系统还包括第一接收模块102、处理模块103和第二推送模块104。
第一接收模块102被配置成，接收所述用户终端通过所述数据通道发送的第一反馈信息，所述第一反馈信息是所述用户终端的用户根据所述第一多媒体信息反馈的多媒体信息。处理模块103被配置成，根据所述第一反馈信息生成第二多媒体信息，并生成与所述第二多媒体信息同步和关联的第一音视频信息，所述第二多媒体信息为所述第一反馈信息的下一级多媒体交互信息。
第一推送模块101还被配置成，通过所述数据通道向所述用户终端发送所述第二多媒体信息。
第二推送模块104被配置成，通过所述音视频通道向所述用户终端发送所述第一音视频信息。
在一些实施例中，如图15所示，所述客服系统还包括第二接收模块105。第二接收模块105被配置成，接收所述用户终端通过所述音视频通道发送的第二反馈信息，所述第二反馈信息是所述用户终端的用户根据所述音视频通道下发的音视频信息反馈的音视频信息。
处理模块103还被配置成，根据所述第二反馈信息生成第二音视频信息，并生成与所述第二音视频信息同步和关联的第三多媒体信息，所述第二音视频信息为所述第二反馈信息的下一级交互信息。
第二推送模块104还被配置成，通过所述音视频通道向所述用户终端发送所述第二音视频信息。
第一推送模块101还被配置成，通过所述数据通道向所述用户终端发送所述第三多媒体信息。
在一些实施例中，第一推送模块101被配置成，向语音业务装置发送携带第一多媒体信息的第一推送请求，其中，所述第一推送请求用于，指示所述语音业务装置建立所述语音业务装置与所述IMS之间的第一数据通道，并通过所述第一数据通道向所述IMS发送所述第一多媒体信息，以及使所述语音业务装置指示所述IMS建立所述IMS与所述用户终端之间的第二数据通道，并使所述IMS通过所述第二数据通道向所述用户终端发送所述第一多媒体信息。
在一些实施例中，第一接收模块102被配置成，接收所述语音业务装置发送的第一推送响应，获取其中携带的第一反馈信息，所述第一反馈信息由所述用户终端通过所述第二数据通道发送给所述IMS，并由所述IMS通过所述第一数据通道发送给所述语音业务装置。
第一推送模块101被配置成，向所述语音业务装置发送携带所述第二多媒体信息的第二推送请求，其中，所述第二推送请求用于，指示所述语音业务装置通过所述第一数据通道向所述IMS发送所述第二多媒体信息，以使所述IMS通过所述第二数据通道向所述用户终端发送所述第二多媒体信息。
在一些实施例中，所述客服系统还包括信号转换单元SCU，第一推送模块101被配置成，通过所述SCU向语音业务装置发送携带第一多媒体信息的第一推送请求，和/或，通过所述SCU向所述语音业务装置发送携带所述第二多媒体信息的第二推送请求。
第一接收模块102被配置成，通过所述SCU接收所述语音业务装置发送的第一推送响应。
在一些实施例中，第一推送模块101被配置成，通过预先建立的所述客服系统与所述IMS之间的第三数据通道，向所述IMS发送携带第一多媒体信息的第三推送请求，其中，所述第三推送请求用于，指示所述IMS建立所述IMS与用户终端之间的第四数据通道，并通过所述第四数据通道向所述用户终端发送所述第一多媒体信息。
在一些实施例中，第一接收模块102被配置成，接收所述IMS发送的第三推送响应，获取其中携带的第一反馈信息，所述第一反馈信息由所述用户终端通过所述第四数据通道发送给所述IMS。
第一推送模块101被配置成，向所述IMS发送携带所述第二多媒体信息的第四推送请求，所述第四推送请求用于指示所述IMS通过所述第四数据通道向所述用户终端发送所述第二多媒体信息。
基于相同的技术构思，本公开实施例还提供一种用户终端。如图16所示，所述用户终端包括第一接收模块201、第二接收模块202、第一发 送模块203和第二发送模块204。第一接收模块201被配置成，在第二接收模块202通过音视频通道与客服系统进行音视频交互的情况下，接收第一多媒体信息，所述第一多媒体信息是与通过所述音视频通道发送的音视频信息进行同步和关联后的多媒体交互信息，由所述客服系统发送给IP多媒体系统IMS，并由所述IMS通过数据通道发送。
第一发送模块203被配置成，在获取到第一反馈信息的情况下，通过所述数据通道发送所述第一反馈信息，所述第一反馈信息是所述用户终端的用户根据所述第一多媒体信息反馈的多媒体信息。
第二发送模块204被配置成，在获取到第二反馈信息的情况下，通过所述音视频通道发送所述第二反馈信息，所述第二反馈信息是所述用户终端的用户根据所述音视频通道下发的音视频信息反馈的音视频信息。
在一些实施例中，如图17所示，所述用户终端还包括建立模块205。建立模块205被配置成，根据预先安装的软件开发工具包SDK建立所述用户终端与所述IMS之间的数据通道，其中，所述用户终端与所述IMS之间的数据通道的接入点与所述音视频通道的接入点不同。
本公开实施例还提供了一种计算机设备，该计算机设备包括：至少一个处理器以及存储装置；其中，存储装置上存储有至少一个程序，当上述至少一个程序被上述至少一个处理器执行时，使得上述至少一个处理器实现如前述各实施例所提供的客服业务实现方法。
本公开实施例还提供了一种计算机可读介质，其上存储有计算机程序，其中，该计算机程序被执行时实现如前述各实施例所提供的客服业务实现方法。
本领域普通技术人员可以理解，上文中所公开方法中的全部或某些步骤、装置中的功能模块/单元可以被实施为软件、固件、硬件及其适当的组合。在硬件实施方式中，在以上描述中提及的功能模块/单元之间的划分不一定对应于物理组件的划分；例如，一个物理组件可以具有多个功能，或者一个功能或步骤可以由若干物理组件合作执行。某些物理组件或所有物理组件可以被实施为由处理器，如中央处理器、数字信号处理器或微处理 器执行的软件，或者被实施为硬件，或者被实施为集成电路，如专用集成电路。这样的软件可以分布在计算机可读介质上，计算机可读介质可以包括计算机存储介质(或非暂时性介质)和通信介质(或暂时性介质)。如本领域普通技术人员公知的，术语计算机存储介质包括在用于存储信息(诸如计算机可读指令、数据结构、程序模块或其他数据)的任何方法或技术中实施的易失性和非易失性、可移除和不可移除介质。计算机存储介质包括但不限于RAM、ROM、EEPROM、闪存或其他存储器技术、CD-ROM、数字多功能盘(DVD)或其他光盘存储、磁盒、磁带、磁盘存储或其他磁存储装置、或者可以用于存储期望的信息并且可以被计算机访问的任何其他的介质。此外，本领域普通技术人员公知的是，通信介质通常包含计算机可读指令、数据结构、程序模块或者诸如载波或其他传输机制之类的调制数据信号中的其他数据，并且可包括任何信息递送介质。
本文已经公开了示例实施例，并且虽然采用了具体术语，但它们仅用于并仅应当被解释为一般说明性含义，并且不用于限制的目的。在一些实例中，对本领域技术人员显而易见的是，除非另外明确指出，否则可单独使用与特定实施例相结合描述的特征、特性和/或元素，或可与其他实施例相结合描述的特征、特性和/或元件组合使用。因此，本领域技术人员将理解，在不脱离由所附的权利要求阐明的本发明的范围的情况下，可进行各种形式和细节上的改变。

Claims (14)

  1. 一种客服业务实现方法，应用于客服系统，其中，所述方法包括：
    在所述客服系统与用户终端之间通过音视频通道进行音视频交互的情况下，向IP多媒体系统IMS发送第一多媒体信息，以请求所述IMS建立所述IMS与所述用户终端之间的数据通道并通过所述数据通道向所述用户终端发送第一多媒体信息，其中，所述第一多媒体信息是与通过所述音视频通道发送的音视频信息进行同步和关联后的多媒体交互信息，用于提示所述用户终端的用户反馈信息。
  2. 如权利要求1所述的方法，其中，在向IP多媒体系统IMS发送第一多媒体信息，以请求所述IMS建立所述IMS与所述用户终端之间的数据通道并通过所述数据通道向所述用户终端发送第一多媒体信息之后，所述方法还包括：
    接收所述用户终端通过所述数据通道发送的第一反馈信息，所述第一反馈信息是所述用户终端的用户根据所述第一多媒体信息反馈的多媒体信息；
    根据所述第一反馈信息生成第二多媒体信息，并生成与所述第二多媒体信息同步和关联的第一音视频信息，所述第二多媒体信息为所述第一反馈信息的下一级多媒体交互信息；以及
    通过所述数据通道向所述用户终端发送所述第二多媒体信息，并通过所述音视频通道向所述用户终端发送所述第一音视频信息。
  3. 如权利要求1所述的方法，其中，在向IP多媒体系统IMS发送第一多媒体信息，以请求所述IMS建立所述IMS与所述用户终端之间的数据通道并通过所述数据通道向所述用户终端发送第一多媒体信息之后，所述方法还包括：
    接收所述用户终端通过所述音视频通道发送的第二反馈信息，所述第二反馈信息是所述用户终端的用户根据所述音视频通道下发的音视频信息反馈的音视频信息；
    根据所述第二反馈信息生成第二音视频信息，并生成与所述第二音视频信息同步和关联的第三多媒体信息，所述第二音视频信息为所述第二反馈信息的下一级交互信息；以及
    通过所述音视频通道向所述用户终端发送所述第二音视频信息，并通过所述数据通道向所述用户终端发送所述第三多媒体信息。
  4. 如权利要求2所述的方法，其中，所述向IP多媒体系统IMS发送第一多媒体信息，以请求所述IMS建立所述IMS与所述用户终端之间的数据通道并通过所述数据通道向所述用户终端发送第一多媒体信息，包括：
    向语音业务装置发送携带第一多媒体信息的第一推送请求，其中，所述第一推送请求用于，指示所述语音业务装置建立所述语音业务装置与所述IMS之间的第一数据通道，并通过所述第一数据通道向所述IMS发送所述第一多媒体信息，以及用于使所述语音业务装置指示所述IMS建立所述IMS与所述用户终端之间的第二数据通道，并使所述IMS通过所述第二数据通道向所述用户终端发送所述第一多媒体信息。
  5. 如权利要求4所述的方法，其中，
    所述接收所述用户终端通过所述数据通道发送的第一反馈信息，包括：
    接收所述语音业务装置发送的第一推送响应，获取其中携带的第一反馈信息，所述第一反馈信息由所述用户终端通过所述第二数据通道发送给所述IMS，并由所述IMS通过所述第一数据通道发送给所述语音业务装置；并且
    所述通过所述数据通道向所述用户终端发送所述第二多媒体信息，包括：
    向所述语音业务装置发送携带所述第二多媒体信息的第二推送请求，所述第二推送请求用于，指示所述语音业务装置通过所述第一数据通道向所述IMS发送所述第二多媒体信息，以使所述IMS通过所述第二数据通道向所述用户终端发送所述第二多媒体信息。
  6. 如权利要求5所述的方法，其中，所述客服系统包括信号转换单元SCU，并且其中，
    所述向语音业务装置发送携带第一多媒体信息的第一推送请求，包括：通过所述SCU向语音业务装置发送携带第一多媒体信息的第一推送请求；和/或
    所述接收所述语音业务装置发送的第一推送响应，包括：通过所述SCU接收所述语音业务装置发送的第一推送响应；和/或
    向所述语音业务装置发送携带所述第二多媒体信息的第二推送请求，包括：通过所述SCU向所述语音业务装置发送携带所述第二多媒体信息的第二推送请求。
  7. 如权利要求2所述的方法，其中，所述向IP多媒体系统IMS发送第一多媒体信息，以请求所述IMS建立所述IMS与所述用户终端之间的数据通道并通过数据通道向所述用户终端发送第一多媒体信息，包括：
    通过预先建立的所述客服系统与所述IMS之间的第三数据通道，向所述IMS发送携带第一多媒体信息的第三推送请求，其中，所述第三推送请求用于，指示所述IMS建立所述IMS与用户终端之间的第四数据通道，并通过所述第四数据通道向所述用户终端发送所述第一多媒体信息。
  8. 如权利要求7所述的方法，其中，所述接收所述用户终端通过所述数据通道发送的第一反馈信息，包括：
    接收所述IMS发送的第三推送响应，获取其中携带的第一反馈信息， 所述第一反馈信息由所述用户终端通过所述第四数据通道发送给所述IMS；并且
    所述通过所述数据通道向所述用户终端发送所述第二多媒体信息，包括：
    向所述IMS发送携带所述第二多媒体信息的第四推送请求，所述第四推送请求用于指示所述IMS通过所述第四数据通道向所述用户终端发送所述第二多媒体信息。
  9. 一种客服业务实现方法，其中，应用于用户终端，所述方法包括：
    在所述客服系统与用户终端之间通过音视频通道进行音视频交互的情况下，接收第一多媒体信息，所述第一多媒体信息是与通过所述音视频通道发送的音视频信息进行同步和关联后的多媒体交互信息，由所述客服系统发送给IP多媒体系统IMS，并由所述IMS通过数据通道发送；
    在获取到第一反馈信息的情况下，通过所述数据通道发送所述第一反馈信息，所述第一反馈信息是所述用户终端的用户根据所述第一多媒体信息反馈的多媒体信息；以及
    在获取到第二反馈信息的情况下，通过所述音视频通道发送所述第二反馈信息，所述第二反馈信息是所述用户终端的用户根据所述音视频通道下发的音视频信息反馈的音视频信息。
  10. 如权利要求9所述的方法，其中，在接收第一多媒体信息之前，所述方法还包括：
    根据预先安装的软件开发工具包SDK建立所述用户终端与所述IMS之间的数据通道，其中，所述用户终端与所述IMS之间的数据通道的接入点与所述音视频通道的接入点不同。
  11. 一种客服系统，其中，包括第一推送模块，所述第一推送模块被 配置成，在所述客服系统与用户终端之间通过音视频通道进行音视频交互的情况下，向IP多媒体系统IMS发送第一多媒体信息，以请求所述IMS建立所述IMS与所述用户终端之间的数据通道并通过所述数据通道向所述用户终端发送第一多媒体信息，其中，所述第一多媒体信息是与通过所述音视频通道发送的音视频信息进行同步和关联后的多媒体交互信息，用于提示所述用户终端的用户反馈信息。
  12. 一种用户终端，其特征在于，包括：第一接收模块、第二接收模块、第一发送模块和第二发送模块，
    所述第一接收模块被配置成，在所述第二接收模块通过音视频通道与客服系统进行音视频交互的情况下，接收第一多媒体信息，所述第一多媒体信息是与通过所述音视频通道发送的音视频信息进行同步和关联后的多媒体交互信息，由所述客服系统发送给IP多媒体系统IMS，并由所述IMS通过数据通道发送；
    所述第一发送模块被配置成，在获取到第一反馈信息的情况下，通过所述数据通道发送所述第一反馈信息，所述第一反馈信息是所述用户终端的用户根据所述第一多媒体信息反馈的多媒体信息；并且
    所述第二发送模块被配置成，在获取到第二反馈信息的情况下，通过所述音视频通道发送所述第二反馈信息，所述第二反馈信息是所述用户终端的用户根据所述音视频通道下发的音视频信息反馈的音视频信息。
  13. 一种计算机设备，包括：
    至少一个处理器；
    存储装置，其上存储有至少一个程序；
    当所述至少一个程序被所述至少一个处理器执行时，使得所述至少一个处理器实现如权利要求1-10任一项所述的客服业务实现方法。
  14. 一种计算机可读介质，其上存储有计算机程序，其中，所述计算机程序被处理器执行时实现如权利要求1-10任一项所述的客服业务实现方法。
PCT/CN2022/109409 2021-09-10 2022-08-01 客服业务实现方法、装置、计算机设备和可读介质 WO2023035807A1 (zh)

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