Intelligent terminal as well as collaboration service method and system aiming at same

Abstract

The invention discloses a collaboration service method aiming at an intelligent terminal, comprising the following steps of: dialing a hot line number of telephone traffic service by the intelligent terminal; selecting an unoccupied agent terminal for the intelligent terminal and building a connection between the intelligent terminal and the agent terminal by the call center of the telephone traffic service; and sending an instruction of requiring to collect relevant information of faults to the intelligent terminal and inquiring fault solution information according to the relevant information of faults from the intelligent terminal and sending the fault solution information to the intelligent terminal by the agent terminal. The invention also discloses a collaboration service system aiming at the intelligent terminal and the intelligent terminal. By means of service collaboration of the technical scheme provided by the invention, the faults complained by users can be solved at the first time; the satisfaction of the users can be enhanced; in the mean time, the labor telephone traffic and the repetitive complaint rate can be decreased.

Description

technical field [0001] The present invention relates to the technical field of mobile communication, in particular to the data service technology in the packet domain, and in particular to an intelligent terminal, and a collaborative service method and system for the intelligent terminal. Background technique [0002] The existing manual traffic service is a voice-based service mode based on the 2G network. After dialing the hotline number, the user first enters the voice menu of the Interactive Voice Response (IVR) system. If there is no function required by the user in the voice menu, the user can access the operator by selecting the manual service option provided in the voice menu. on the seat. The operator user performs voice communication, and if necessary, the inter-switching operation between manual service and IVR can be performed in the middle. For more complex problems, it may need to be transferred to other experts or support departments for resolution, and the ...

AI Technical Summary

Problems solved by technology

[0003] The artificial call service realized by the existing technology only interacts through voice, which will lead to the following problems: the operator can only use instructive language to let the user solve the problem by operating the mobile phone or other terminal equipment. If the operator cannot accurately When explaining, it may cause users to repeat complaints or even generate new complaints

For some complex problems, there are likely to be communication barriers between the two parties, resulting in a long period of troubleshooting, and sometimes even multiple calls are required to solve a problem

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