Mobile on-line help platform system and implementing method thereof

Abstract

The present invention provides a mobile on-line help platform system and implementing method thereof. The system includes: a mobile on-line help platform, a help-seeking side device and a helping side device, wherein, with the help of the mobile on-line help platform, a wireless network connection is established between the help-seeking side device and the helping side device, to realize mobile on-line help. The invention possesses the advantages that: through the mobile on-line help platform, the help-seeking side device and the helping side device can be monitored in real time, and the states of devices can be scheduled to execute corresponding scheduling or help management in time; the help-seeking side can watch the talking character content of the helping side or hear the voice of screen characters; the help-seeking side can access the platform system for executing self-help in an inquiring mode; and the helping sides can help each other. The platform system also supports the helping side to upload data and information, for the help-seeking side to browse and download. The data and information of the mobile on-line help include screen image and operation information, character information, picture information, voice information, video information, documents and the like.

Description

technical field [0001] The present invention relates to a mobile online help technology, in particular to a comprehensive solution for online help in the field of mobile communications, namely a mobile online help platform system and its implementation method, which is based on wireless network connection technology, Provide the operating environment and technical support for the online help, which is 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; in addition, help-seeking parties can watch the text content spoken by the helping party or hear the voice of the screen text, and the help-seeking party can also access the ...

AI Technical Summary

Problems solved by technology

The first solution is on-site support, in which a technical support person goes to the mobile user's location and works on the mobile user's mobile device; the disadvantage is that it is difficult and expensive to locate the mobile user's location

The second solution is the call center, in which the mobile user describes the problem to the call center technical support personnel, and then the technical support personnel explain how to solve the problem; the disadvantage is that the technical support personnel cannot directly and intuitively understand the basic characteristics of the mobile user's mobile device Situations, including device screens, system environments, etc., and there may be communication barriers such as language and terminology between the two parties

The third solution is to integrate help software in the application program of the mobile device. The mobile user uses the help software to obtain a list of problems that have been solved, and then the mobile user finds the solution and steps of the problem; the disadvantage is that the mobile user encounters The problem may not be found in the list of solved problems, and requires the user to have a certain level of mobile device operation

A fourth solution is to use a screen sharing application, where both the mobile user and the technical support person download and install the screen sharing application, and then the mobile user opens the screen sharing application to send the mobile device's screen to the technical support person's computer Then, the technical support staff can tell the mobile user the operation steps to solve the problem by phone, or use the screen sharing application to remotely control the mobile device to solve the problem after the mobile user's permission; the disadvantage is that for mobile phones, PDAs and other mobile devices For mobile users, it is very difficult to answer the phone while viewing the screen of the mobile device, unless the help of headphones is used. Secondly, using the screen sharing application requires a large amount of network bandwidth, and the mobile user must also be responsible for the screen sharing. application to make complex configuration settings

These platforms are not aimed at the direct information interaction between mobile users and technical support personnel. Technical support personnel provide users with various online help information (such as mobile device image and operation information, text information, picture information, voice information, video information, files 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 first-time service for a large number of users and technical support personnel. Three-party business technology support platform

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