[0021] In order to make the objectives, technical solutions and advantages of the present invention clearer, the embodiments of the present invention will be described in further detail below in conjunction with the accompanying drawings.
[0022] The first embodiment of the present invention provides a system 1 for realizing order interaction. Referring to FIG. 1, it includes: a receiving device 11 for receiving an order request sent by a user equipment; a processing device 12 for receiving an order request sent by a receiving device 11, The connection between the user equipment and the merchant equipment is established according to the order request, and the connection is disconnected according to the order process or the closing request sent by the user equipment. By establishing a connection between user equipment and merchant equipment, users and merchants can interact simultaneously, ensuring the effectiveness of supply and demand information, and improving the initiative and efficiency of merchant marketing. In addition, by blocking the user's contact information, harassment by businesses can be avoided. In practical applications, the connection can be implemented in multiple ways, such as voice connection, data connection, etc., and those skilled in the art can realize the connection based on the embodiments of the present invention and the prior art. However, regardless of the connection method, the system 1 can monitor the connection, that is, the user and the merchant need to interact through the processing device 12.
[0023] In practical applications, the processing device 12 can be implemented in multiple ways, and those skilled in the art can implement the processing device 12 based on the embodiments of the present invention and the prior art. Optionally, the processing device 12 specifically includes: an extracting unit 121 for receiving an order request sent by the receiving device 11, and extracting user information and demand information from the order request; a connecting unit 122 for receiving an order request based on user information and demand information The connection between the user equipment and the merchant equipment is established, and the connection is disconnected according to the order process or the closing request sent by the user equipment; the shielding unit 123 is used to shield the user's contact information. In addition to shielding the user's contact information from the merchant, the shielding unit 123 can also shield the user's contact information from the merchant as needed. In practical applications, user information may optionally include user name, contact information, or registered user identification; demand information includes order information and/or merchant information, and merchant information may optionally include merchant name, contact information, or registered merchant identification. If the demand information does not include merchant information, the extracting unit 121 sends the user information and order information extracted from the order request to the connecting unit 122, and the connecting unit 122 searches for matching merchant information according to the order information and/or user information, and The connection between the user equipment and the merchant equipment is established according to the user information and the merchant information; if the demand information includes the merchant information, such as the user-specified merchant, the extraction unit 121 sends the user information and merchant information extracted from the order request to The connection unit 122, the connection unit 122 directly establishes a connection between the user equipment and the merchant equipment according to the user information and the merchant information. After the connection is successfully established, the connection between the merchant and the user is opened.
[0024] In addition, the connection unit 122 can also disconnect the connection between the user device and the merchant device according to the order process or the closing request sent by the user device, so as to close the connection between the merchant and the user and prevent the merchant from harassing the user. Specifically, when the user needs to disconnect the foregoing connection, a close request may be sent to the connection unit 122; the connection unit 122 disconnects the foregoing connection after receiving the close request. Optionally, the connection unit 122 may also automatically disconnect the connection according to the order process. In practical applications, the user, as the buyer, has the right to terminate the order normally or abnormally. When the order is terminated or the transaction is completed, the connection unit 122 can automatically close the connection between the user’s device and the merchant’s device according to the above order process, and close the merchant’s connection with the merchant. The user’s contact to solve the problem of merchant harassment after the order is over. Optionally, the system 1 further includes: an integrated media server 13, and the receiving device 11 interacts with the user equipment through the integrated media server 13. In practical applications, the integrated media server 13 can provide a variety of media methods, including telecommunications network-based interactive means, such as phone calls, short messages, MMS, etc., and Internet-based interactive means, such as Web methods. Through the integrated media server 13, users can conveniently issue order requests in a variety of scenarios.
[0025] Optionally, the processing device 12 interacts with the user equipment and/or the merchant equipment through the integrated media server 13. In practical applications, if the connection is not established for the first time, the processing device 12 may send an order notification to the merchant equipment, and may return the order receipt sent by the merchant equipment to the user equipment. Through the integrated media server 13, the supply and demand parties can conveniently interact with orders in a variety of scenarios.
[0026] Optionally, the receiving device 11 is provided in the integrated media server 13. In this way, the integrated media server 13 has the function of receiving order requests, and can receive order requests through a variety of media methods.
[0027] Optionally, the integrated media server 13 includes: an interactive voice response (Interactive Voice Response, hereinafter referred to as IVR) server 131, and/or a telephone service device 132, and/or a Web server 133, and/or an interactive voice response (IVR) server connected to the operator gateway 2. Interface device 134. In practical applications, the integrated media server 13 also includes: a private branch exchange (PBX) 135, which is connected to the IVR server 131 and the telephone service device 132, and is used to select a voice channel.
[0028] Optionally, the system 1 further includes: a database server 14 for storing order interaction information. Through the database server 14, the order interaction information can be recorded to facilitate future verification. In practical applications, the order interaction information includes interaction process information, voice information, order information, and status information. Preferably, the above-mentioned information is linked together by an order number. After the order is locked, the entire order interaction process can be traced back through the order number to provide electronic and voice evidence for the user and the merchant. In addition, the database server 14 may also optionally store information of registered merchants and/or users, such as merchant/user name, identification, contact information, and service items provided by the merchant. Correspondingly, if the user is a registered user, the user information in the order request optionally only includes the user identification, and the connection unit 122 can find the corresponding user contact information in the database server 14 according to the user identification. Optionally, when shielding the user's contact information, the shielding unit 123 may map the user's contact information to the user's external information through the database server 14. Among them, the user’s external information can be set by the user or given by the system. The purpose is to shield the user’s contact information, so that the merchant cannot directly contact the user, and can also mark the user, such as using the user’s name or logo as the user’s external information. When the user device and the merchant device interact with the order, only the external information of the user is displayed to the merchant device, and the merchant cannot directly contact the user, which can protect the transaction security, and can prevent the user's contact information from being excessively disclosed and reduce undesirable harassment.
[0029] The second embodiment of the present invention provides a method for realizing order interaction, referring to Figure 2, including:
[0030] Step a: The system receives the order request sent by the user equipment;
[0031] Step b: The system establishes a connection between the user equipment and the merchant equipment according to the order request, and disconnects the connection according to the order process or a close request sent by the user equipment.
[0032]In practical applications, the system can receive order requests sent by users through IVR, traffic, SMS, MMS, or Web. By establishing a connection between user equipment and merchant equipment, users and merchants can interact simultaneously, ensuring the effectiveness of supply and demand information, and improving the initiative and efficiency of merchant marketing. At the same time, by disconnecting the connection according to the order process or the closing request sent by the user equipment, merchant harassment can be avoided.
[0033] Optionally, if merchant information is not included in the order request, establishing a connection between the user equipment and the merchant equipment according to the order request in step b specifically includes: extracting user information from the order request, and searching for The order requests matching merchant information, and the connection between the user equipment and the merchant equipment is established according to the user information and the merchant information. The user information may be information such as user identification or user contact information. If the user is a registered user, the system optionally saves the user contact information corresponding to the user ID, and can find the corresponding user contact information according to the user ID. At the same time, the system can also extract order information from the order request, and search for matching merchant information based on user information and/or order information. In practical applications, the matching may have different matching strategies, including user service priority strategies, merchant opportunity priority strategies, combination strategies, etc. The system determines one or more merchants according to the matching strategies.
[0034] If the order request includes merchant information, establishing a connection between the user equipment and the merchant equipment according to the order request in step b specifically includes: extracting user information and merchant information from the order request, and according to the user information and The business information establishes the connection between the user equipment and the business equipment.
[0035] Optionally, if the connection cannot be established for the first time, before establishing the connection between the user equipment and the merchant equipment, the method further includes: sending an order notification to the merchant equipment. It is worth noting that the order notification does not include the user's contact information. The sending of the order notification to the merchant device specifically includes: sending the order notification to the merchant device through a telephone call, or a short message, or a multimedia message, or a web page. In practical applications, after receiving the order notification, the merchant can choose to return the order receipt to the system, and establish a connection between the user and the merchant after the user confirms it.
[0036] In addition, after the above connection is established, the user contact information in the extracted user information can also be shielded. Optionally, the blocking of the user's contact information specifically includes: mapping the user's contact information to the user's external information, such as a user name or identification, and displaying the user's external information. Since the system saves the information of the registered users, the user contact information can be mapped to the user's external information, such as the user name or logo, so as to shield the user contact information from the merchant and avoid merchant harassment. If the user is not a registered user, and the system does not have any external user information, the system can choose not to display any user information on the merchant device.
[0037] Optionally, the method further includes: monitoring and recording the order interaction process carried by the connection. By recording the order interaction process, it is convenient for future verification. In practical applications, order interaction information includes interaction process information, voice information, order information, and status information. Wherein, the interaction process information and voice information can be obtained when monitoring the connection, the order information can be extracted from the order request sent by the user, and the status information can be determined by the system based on the interaction process between the two parties. It can also be obtained based on feedback from users or businesses.
[0038] Wherein, after establishing the connection between the user equipment and the merchant equipment according to the order request, the method further includes: disconnecting the connection. Specifically, the system may disconnect the connection according to the close request sent by the user equipment, or automatically disconnect the connection according to the order process. In practical applications, the user as the buyer has the right to terminate the order normally or abnormally. When the interaction ends in any situation, the system automatically closes the contact channel between the merchant and the user. The problem of merchant harassment after the end of the order can be solved by disconnecting the connection.
[0039] Specifically, the order interaction process can be divided into four links: order request link, order distribution link, order receipt link, and order control link.
[0040] Among them, the order request link has the following implementation methods:
[0041] (1) The user dials the call center phone, connects the voice path to the human service agent, the operator queries the merchant on behalf of the user, and the system can call the merchant through the PBX; the operator creates and fills in the order request content for the user, and the order request is saved to the database server;
[0042] (2) The user dials the call center phone, and the system IVR server interacts with the user. After the user selects the merchant, press the voice prompt button to trigger the system to initiate a transfer to the merchant; the system saves the user's selection of the merchant to initiate the transfer as the user's order request In the database server;
[0043] (3) Including the traditional self-service Web method to fill in the order.
[0044] The order distribution link has the following implementation methods:
[0045] (1) The system interacts with the operator's gateway through the interface server, and sends the order notification to the merchant's registered contact number through digital channels such as SMS or MMS;
[0046] (2) The system sends the order information to the unified merchant order portal (Portal) system through the Web server. The merchant can log in to the portal system to access the Web server. The system extracts the order notification distributed to the merchant from the database server and displays it through the Web method. ;
[0047] (3) When the call to the merchant in the order request link is unsuccessful (including: shutdown, busy, out of service area, etc.), the system will automatically call the merchant's other contact numbers, or send order notifications to the merchant by other methods such as SMS, MMS, etc. And request the merchant to return the order receipt.
[0048] The order receipt link has the following implementation methods:
[0049] (1) The merchant dials the call center phone, and the IVR server interacts with the merchant through voice mode. After completing the order selection operation, the merchant can initiate a transfer by pressing the button. The system obtains the user's contact number and initiates a call to the user through the PBX to realize the conversation between the merchant and the user. Continue; the system saves the merchant's operation of selecting the user to initiate a call as the merchant's order receipt in the database server;
[0050] (2) The merchant uses the traditional Web method to select the order and responds to the order receipt; after the system obtains the order receipt through the web server, it saves the order receipt to the database server, and interacts with the operator gateway through the interface server, using SMS, MMS, etc. Notify the user of the content of the order receipt. The user can call the call center and select the merchant to talk through the IVR server;
[0051] (3) The merchant dials the call center phone, connects the voice channel to the human service agent, the operator initiates the call on behalf of the merchant, the system obtains the user's contact number from the database server, and initiates a call to the user through the PBX to realize the voice channel connection between the merchant and the user; Save the operator's operation of selecting the user to initiate a call as the merchant's order receipt in the database server;
[0052] In addition, when the merchant sends the order receipt through the above methods, all the interactive interfaces provided by the system only provide options such as order, user name, etc., and do not directly provide user contact information; the merchant must select the order or the user, and the system background determines the user's contact number, and then Contact users through voice transfer, SMS, MMS, etc. Therefore, the merchant has no way to obtain the user's contact information, so as to block the user's contact information and avoid harassment by the merchant.
[0053] The order control link has the following implementation methods:
[0054] (1) The user dials the call center, the IVR server selects the order by voice, and completes the closing operation according to the voice prompt operation; the database server saves the change of the order status and deletes the relationship between the order and the merchant;
[0055] (2) The user dials the call center phone, connects the call to the human service agent, the operator selects the order on behalf of the user, and sets it to the closed state; the database server saves the order status changes, and deletes the relationship between the order and the merchant;
[0056] (3) The user can close the order through the Web method; the Web server saves the order status changes, and deletes the relationship between the order and the merchant;
[0057] (4) The user closes the order by SMS, including:
[0058] Send the current active order query command, such as sending "CX" to the designated SMS access number, the system obtains the SMS content from the SMS gateway through the interface server, the system judges the identity of the customer according to the sender number, and queries the order content from the database server, and then through the interface The server sends a short message; if there are multiple orders, the system assigns a code to the order, and the code is sent to the user as the content of the short message;
[0059] Send a close order command. The command includes the command word and order number, such as "SC2". After the system obtains the close order command sent by the user in the form of a text message through the interface server, the database server saves the order status change and deletes the relationship between the order and the merchant.
[0060] The third embodiment of the present invention provides a method for realizing order interaction, referring to Fig. 3, including:
[0061] The system establishes the relationship between the merchants and the service items they provide by actively collecting or contracting with the merchants, uniformly defining service items and dividing service areas;
[0062] Through the system's active collection or user registration, the system uniformly manages the user's communication telephone and other contact methods;
[0063] The user enters the order request via Web or IVR;
[0064] The system can select merchants according to various strategies, interact with the operator’s gateway through the interface server or through the Web server, to implement SMS, Email, Web and other methods to issue order notifications; the order notification can include the user’s name, service items, time and Information such as special requirements, but does not provide user contact information; merchants can only use the IVR method provided by the system to select users or make voice calls after ordering;
[0065] Merchants send order receipts through Web calling, dialing IVR to call users, etc.;
[0066] The user interacts with the merchant by voice, and the user confirms whether the order is reached; if the order is reached, the user can close the initiated order through the call center IVR process, the order status will be transferred to the closed state, and the relationship between the order distribution to the merchant will be deleted; the merchant will no longer be able to pass the system If the order is viewed in the provided interaction method, it is impossible to initiate interaction with the user, so as to avoid the occurrence of merchant harassment after the order is terminated; if the order is not fulfilled, the user can choose to keep the merchant contact channel or close the channel to avoid the merchant Harass
[0067] The system records the status and results of orders, as well as information on all transactions between the two parties, through various methods such as telephone call records, voice recordings, and electronic records.
[0068] The fourth embodiment of the present invention provides another method for realizing order interaction, referring to Fig. 4, including:
[0069] The system establishes the relationship between the merchants and the service items they provide by actively collecting or signing contracts with the merchants, uniformly defining service items and dividing service areas;
[0070] Through the active collection of the system or user registration, the system uniformly manages the contact information such as user communication telephone;
[0071]The user inquires about the merchant and calls the merchant through Web and IVR; the system records this call as a user's order request; or the user saves the merchant to his personal favorites through the Web, manual call, or IVR, and the user can dial the IVR process Enter the favorites, select the merchant to initiate a call;
[0072] If the call is connected, the system considers that the merchant has received the order notification; if the call is not connected, the system sends the order notification to the merchant via SMS, Email, Web, etc., blocking the user's contact information;
[0073] After receiving the order notification, the merchant can send the order receipt via Web call, IVR call to the user, etc.;
[0074] The system records the status and results of orders, as well as information on all transactions between the two parties, through various methods such as telephone call records, voice recordings, and electronic records.
[0075] The fifth embodiment of the present invention provides a device 12 for realizing order interaction, referring to Fig. 1 and Fig. 5, including: an extracting unit 121 for receiving an order request sent by a user equipment, and extracting a user from the order request Information and demand information; a connection unit 122, configured to establish a connection between the user equipment and the merchant equipment according to the user information and demand information, and disconnect the connection according to the order process or the closing request sent by the user equipment; the shielding unit 123, used to shield the user's contact information. By establishing a connection between user equipment and merchant equipment, users and merchants can interact simultaneously, ensuring the effectiveness of supply and demand information, and improving the initiative and efficiency of merchant marketing. At the same time, by shielding the user's contact information and disconnecting according to the order process or the closing request sent by the user's device, merchant harassment can be avoided. In addition to shielding the user's contact information from the merchant, the shielding unit 123 can also shield the user's contact information from the merchant as needed.
[0076] In practical applications, user information may optionally include user name, contact information, or registered user identification; demand information includes order information and/or merchant information, and merchant information may optionally include merchant name, contact information, or registered merchant identification. If the demand information does not include merchant information, the extracting unit 121 sends the user information and order information extracted from the order request to the connecting unit 122, and the connecting unit 122 searches for matching merchant information according to the order information and/or user information, and The connection between the user equipment and the merchant equipment is established according to the user information and the merchant information; if the demand information includes the merchant information, such as the user-specified merchant, the extraction unit 121 sends the user information and merchant information extracted from the order request to The connection unit 122, the connection unit 122 directly establishes a connection between the user equipment and the merchant equipment according to the user information and the merchant information. In addition, the connection can be implemented in multiple ways, such as voice connection, data connection, etc., and those skilled in the art can implement the connection based on the embodiments of the present invention and the prior art. However, regardless of the connection method, the device 12 can control the connection, that is, the user and the merchant need to interact through the device 12.
[0077] Optionally, the processing device 12 further includes a monitoring unit 124 for monitoring and recording the order interaction process carried by the connection. Through the monitoring unit 124, the interaction process between the two parties can be recorded, which is convenient for later verification. In practical applications, the monitoring unit 124 sends the recorded interaction process information and voice information to the database server 14 for storage. Optionally, the shielding unit 123 specifically includes: a mapping module 1231, configured to map user contact information to external user information, such as a user name or identification; and a display module 1232, configured to display the external user information. The user contact information may be directly extracted from the order request, or may be found in the database server 14 according to the user identifier in the order request. In addition, registered users/merchants are usually assigned a unique user/merchant ID.
[0078] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention rather than limiting. Although the present invention has been described in detail with reference to the embodiments, those of ordinary skill in the art should understand that the technical solutions of the present invention can Modification or equivalent replacement without departing from the spirit and scope of the technical solution of the present invention.
