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Method and system for supporting mobile terminals in visualization customer service

A mobile terminal, customer service technology, applied in the field of mobile communications

Inactive Publication Date: 2010-05-19
BEIJING BEWINNER COMM CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0008] The technical problem to be solved by the present invention is to provide a method and system that supports mobile terminals for visual customer service, so as to solve how to enable users to realize visualization with the agents in the customer service system through the existing mobile terminals that do not support 3G customer service

Method used

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  • Method and system for supporting mobile terminals in visualization customer service
  • Method and system for supporting mobile terminals in visualization customer service
  • Method and system for supporting mobile terminals in visualization customer service

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Embodiment Construction

[0044] The main idea of ​​the present invention is to solve the problem of how to enable the user to realize the visualized customer service with the agents in the customer service system through the existing mobile terminal that does not support 3G.

[0045] combine figure 1 and 2 As shown, a method for supporting a mobile terminal to perform visual customer service according to Embodiment 1 of the present invention, the specific steps are as follows:

[0046] Step 101, the mobile terminal sends a session request message to the agent unit;

[0047] Step 102, the agent unit forwards the session request message to the agent, and records the correspondence between the mobile terminal and the agent;

[0048] Wherein, in step 102, the agent unit may further check whether an agent is in an idle state, if not, send a response message that the agent is busy to the mobile terminal, if it is idle, forward the session request message to the agent, and change the agent If the status i...

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Abstract

The invention discloses a method and a system for supporting mobile terminals in visualization customer service, wherein the method comprises that: a seat agent unit receives a session request message sent by a mobile terminal, forwards the session request message to an idle seat, and records the corresponding relationship between the mobile terminal and the seat; after the seat receives the session request message, audio / video data flow of the seat is sent to a media service unit, and a session response message containing the address of the audio / video data flow is sent to the seat agent unit; the seat agent unit forwards the session response message to the corresponding mobile terminal; the mobile terminal downloads the audio / video data flow for playing from the media service unit according to the address of the audio / video data flow contained by the session response message, receives and sends user information to the seat agent unit; and the seat agent unit forwards the information to the seat. The method and the system realize the visualization customer service with seat personnel in customer service systems through the conventional mobile terminals which do not support 3G.

Description

technical field [0001] The present invention relates to the field of mobile communications, in particular to a method and system for supporting a mobile terminal to perform visual customer service. Background technique [0002] Customer service system is a form of communication established by enterprises to solve customer problems. The "customer" here includes both existing customers and a large number of potential customers. Good customer service can help companies enhance their corporate image and improve customer relationships. So, how can we improve the quality of customer service? On the one hand, it is necessary to ensure the professional level of the agent service personnel, and on the other hand, it is necessary to timely improve the service forms and tools to improve the user experience. [0003] The development of telecommunications technology has brought more forms of customer service. Fixed telephones allow users to obtain various services provided by enterpris...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/50H04L29/06H04W88/18
Inventor 余军李建涛张军
Owner BEIJING BEWINNER COMM CO LTD