Method of implementing self-help service and self-help service platform

Abstract

The inventive embodiment discloses a self-service realization method, which includes: selecting needed self-service in a self-service platform, wherein, the self-service includes short message service, automatic voice service, wireless network service, network service and at least two kinds of service in USSD; the self-service platform interacts with a self-service server, in order to realize self-service, according to the selected self-service server. The inventive embodiment also discloses a self-service platform. The invention provides with a plurality of self-service modes for selection on the same self-service platform, with no need of short message code, phone number, WAP or WEB address to be remembered by users, with the advantages of simple and convenient usage, self-service utilization rate increase, manual service utilization rate decrease and operator service resources utilization efficiency improvement.

Description

technical field [0001] The invention relates to the field of mobile communication, in particular to a method for realizing self-service and a self-service platform. Background technique [0002] At present, for mobile phone users, there are mainly the following ways to obtain various services provided by mobile communication operators: [0003] 1. Manual service: the user dials the manual service number provided by the mobile communication operator to obtain services or handle business; 2. SMS service: the user sends the SMS code to the SMS port provided by the mobile communication operator, which is processed by the server managed by the operator Return the corresponding service text message, so as to enable the user to obtain the service or handle the business; 3. Automatic voice service: the user dials the automatic voice number provided by the mobile communication operator, and obtains the service or handles the business according to the automatic voice prompt; 4. Wirele...

AI Technical Summary

Problems solved by technology

[0006] self service shortcoming lead to consequences 10086IVR Interactive Voice Response (Interactive Voice Response, IVR) process node It is difficult for customers to find the service they want Increasing pressure on human traffic

[0007] limited programming Recording length should not be too long no sales function 10086 extension number 1008611 is under a lot of pressure The resource utilization ratio of other expansion numbers to lower The connection rate of 1008611 may vary with the customer Decrease with increase in requests Unbalanced resource allocation SMS self-service too much code It is difficult for customers to reach their destination in one step Customers usually dial 10086 manually or The automatic station will only use it after learning the SMS code SMS Service Hall Increased inconvenience for customers to use SMS service WAP, WEB Customers are relatively unfamiliar small usage It takes time for customers to become familiar with the functions Difficult to spread among customers

[0008] It can be seen from the above table that for the SMS service method, since the specific items of the service are determined according to the SMS code sent by the user, it is difficult for the user to remember so many different SMS codes, thus affecting the SMS self-service method. utilization rate

The same is true for self-service services that need to dial phone numbers. It is not easy for users to remember each specific number and its corresponding functions, which may also affect the utilization rate of self-service

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