An online help platform system and its realization method

Abstract

The invention relates to an online assistance platform system and a realization method thereof, wherein the platform system comprises an online assistance platform, at least one seeking-for-help party device and at least one help party device; the online assistance platform, which at least comprises a status management device, a dispatching device, a supervision device, an instant communication device, a calling center device, a timing charging device and a safety management device, etc., realizes management based on status and the dispatching of the seeking-for-help request of a seeking-for-help party. Moreover, the online assistance platform, which is based on a peripheral device management device, is another realizing mode of an online assistance platform system and ensures that the dispatching device and the instant communication device, etc. are allocated and connected outside the platform in a plurality of modes. The invention, which provides a status-based online assistance platform system of unified access, unified dispatching and unified management, provides a plurality of help parties and seeking-for-help parties with information services and technical supports including remote screen operation, audio, video and files, etc. by means of a network in the mode of direct connection or forwarding connection.

Description

technical field [0001] The present invention relates to an online help technology, in particular to a comprehensive online help solution, that is, an online help platform system and its implementation method, which is built on the network connection technology and provides an operating environment and Technical support, used to complete the online help provided by the helper to the helper. The platform system can achieve online help between multiple helpers and multiple help-seekers, that is, the help-seeker can initiate help in various ways, and after the platform system dispatches the help-seeker to designate a helper, so that the helper can provide assistance to a certain or some help-seeking parties provide online help. Background technique [0002] With the popularity of computers, a large number of computer users have the characteristics of uneven computer skills and varying demands for information and services. In order to solve their problems in the operation of co...

AI Technical Summary

Problems solved by technology

The first technical solution is on-site support, in which technical support personnel go to the user's premises and work on the user's computer; the obvious disadvantage is that it is expensive

The second technical solution is the support desk call center, in which the user describes the problem to the call center technical support personnel, and the technical support personnel explain how to solve the problem; the main disadvantage is that the technical support personnel cannot directly see the user's computer screen and communicate There may be communication barriers such as language and terminology between the two parties

The third technical solution is to integrate online help software in the application program, and the user uses the online help software to obtain a list of problems that have been solved, and then, the user looks for solutions and steps for similar problems among them; the disadvantage is that the problems encountered by the user The problem may not be found in the list of solved problems, and the user needs to have a certain level of computer operation

A fourth technical scenario is to use a screen sharing application, where both the user and the technical support person download and install the screen sharing application, and then the user opens the screen sharing application, which sends the user's computer's screen to the technical support person's computer, The technical support staff can then give the user steps to resolve the problem over the phone, or, with the user's permission, use a screen sharing application to remotely control the user's computer to solve the problem; the disadvantage is that using the screen sharing application requires a lot of bandwidth; and , the user must also make complex configuration settings for the screen sharing application

These platforms are not aimed at the direct information interaction between users and technical support personnel. Technical support personnel provide users with various online help information (such as computer screen images and operation information, text information, picture information, voice information, video information, file information, etc.) and software, etc.), the platform cannot grasp the status information of users and technical support personnel in real time, and conduct real-time remote control according to their status, so as to ensure a third-party service for a large number of users and technical support personnel Business Technology Support Platform

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