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Commodity preordering method and system based on instant communication supporting call center

A reservation system and product technology, applied in the transmission system, digital transmission system, business, etc., can solve the problems of difficulty in meeting the personalized service standards of manual operators, low production efficiency, and low degree of intelligence, and achieve efficient product reservation services Effect

Inactive Publication Date: 2009-07-08
CHINA TELECOM CORP LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

The process of pushing information from agents to users is complicated and the production efficiency is low
[0005] Individual call center platforms only provide robots with the ability to automatically reply to fixed questions, with a low level of intelligence, making it difficult to meet the personalized service standards of human operators

Method used

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  • Commodity preordering method and system based on instant communication supporting call center
  • Commodity preordering method and system based on instant communication supporting call center
  • Commodity preordering method and system based on instant communication supporting call center

Examples

Experimental program
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Embodiment Construction

[0013] In order to provide Internet users and 3G mobile users with "commodity online reservation" services based on instant messaging, it is necessary to add a corresponding instant messaging server (IM Server) to the existing call center platform that mainly provides telephone services. The close cooperation between CTI (Computer Telephony Integration, Computer Telephony Integration Server), the core equipment of the call center, completes the queuing control of instant messaging access requests and the seat allocation and release operations of corresponding skill groups.

[0014] The present invention will be described in detail below in conjunction with the accompanying drawings and specific embodiments.

[0015] figure 1 It shows the flow chart of the commodity reservation method based on the instant messaging call center in the present invention.

[0016] In step 101, when a user initiates an access request through a Web or WAP portal website, the instant messaging serve...

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PUM

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Abstract

The invention provides a commodity predetermined method and a system based on a calling center supporting instant messaging. When a user initiates an accessing request through a Web or a WAP portal website, an instant messaging server transmits the access request to a computer telecom integration (CTI); a selected operator position for providing the accessing request returns the information of the operator position providing the instant messaging to the instant messaging server, and activates the current state of the selected operator position; the instant messaging server establishes the instant communication connection of the user and the operator position. The invention can provide high efficiency commodity predetermined service.

Description

technical field [0001] The present invention is a method for realizing commodity reservation services applied to a new generation call center platform, and in particular provides an interface technology for the integration of IM (Instant Messaging, instant messaging) and call center core equipment. Background technique [0002] At present, most call centers only provide commodity reservation (including food order, room reservation, ticket reservation, famous specialty products, etc.) services in the form of telephone voice. , to provide commodity reservation services through voice interaction, and it does not yet support forward users to use IM tools to communicate with call center agents in a "many-to-one" manner through real-time information exchanges in various media formats such as text, pictures, links, and files. Product reservation service. Even if some call centers provide access to instant messaging, they usually have the following deficiencies: [0003] The agent...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04L12/58H04L29/08G06Q30/00
Inventor 李青周蔚峰
Owner CHINA TELECOM CORP LTD
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