Looking for breakthrough ideas for innovation challenges? Try Patsnap Eureka!

Method and system for performing interactive response communication between terminal and call center

A call center, interactive technology, applied in the direction of telephone communication, wireless communication, automatic exchange, etc., can solve the problem of forgetting some or all menu options, inconvenient user operation, difficult selection, etc.

Active Publication Date: 2014-03-26
CHINA MOBILE COMM GRP CO LTD
View PDF7 Cites 4 Cited by
  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] However, because the user of the terminal needs to select the menu item he needs by pressing the button after hearing the menu, this causes operational inconvenience to the user.
And, sometimes, when the user needs to make a menu selection after listening to the voice broadcast information, he often forgets some or all of the menu options, thereby causing difficulty in selection

Method used

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • Method and system for performing interactive response communication between terminal and call center
  • Method and system for performing interactive response communication between terminal and call center
  • Method and system for performing interactive response communication between terminal and call center

Examples

Experimental program
Comparison scheme
Effect test

Embodiment approach

[0045] According to one embodiment, the validity information includes information indicating the validity period of the current menu. When the terminal 400 judges that the answer text menu of the call center 500 has been stored, the terminal 400 further judges whether the stored answer text menu is a valid answer text menu according to its validity period. If it is valid, the terminal 400 will realize the interactive answering communication with the call center 500 according to the stored valid answering text menu. If invalid, terminal 400 will obtain answer text menu from call center 500 .

[0046] According to an implementation manner, the push mode of the answer text menu sent by the call center 500 to the terminal 400 includes one-time push and graded push.

[0047] According to an implementation manner, the triggering manner for the terminal 400 to trigger the display of the selected menu item according to the user's selection includes platform triggering, delay triggeri...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

PUM

No PUM Login to View More

Abstract

The invention discloses a method and a system for performing interactive response communication between a terminal and a call center. A response text menu is stored in the call center, and the method comprises the following steps: the terminal calls the call center; the terminal judges whether a response text menu effective to the call center is stored; if not, the terminal acquires the response text menu of the call center from the call center, stores the acquired response text menu, and performs the interactive response communication between the terminal and the call center according to the acquired response text menu; if so, the terminal performs the interactive response communication between the terminal and the call center according to the stored response text menu. Through the adoption of the method, a user can select a menu item in the terminal by displaying and reading the text menu; the terminal can store the acquired response text menu, so that during communication establishment, the call center is unnecessary to push the text menu to the terminal every time, and the efficiency of the interactive response communication is improved.

Description

technical field [0001] The present application relates to a method and system for interactive response communication between a terminal and a call center. Background technique [0002] With the development of communication technology, call centers are widely used to implement interactive response services with users or terminals. In addition, more and more companies are currently choosing to use call centers instead of human customer service to complete some basic inquiries. The call center is a complete integrated information service system based on computer telephony integration (CTI) technology and integrated with enterprises. It makes full use of modern communication and computer technology, such as interactive voice response system (IVR), automatic call Distribution system (ACD), etc., can automatically and flexibly handle a large number of different telephone inbound and outbound business and service operations. [0003] In practical applications, the call center usu...

Claims

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

Application Information

Patent Timeline
no application Login to View More
IPC IPC(8): H04W4/06H04W88/18H04M1/725H04M3/51H04M3/523
Inventor 刘泽宏
Owner CHINA MOBILE COMM GRP CO LTD
Who we serve
  • R&D Engineer
  • R&D Manager
  • IP Professional
Why Patsnap Eureka
  • Industry Leading Data Capabilities
  • Powerful AI technology
  • Patent DNA Extraction
Social media
Patsnap Eureka Blog
Learn More
PatSnap group products

Browse by: Latest US Patents, China's latest patents, Technical Efficacy Thesaurus, Application Domain, Technology Topic, Popular Technical Reports.

© 2024 PatSnap. All rights reserved.Legal|Privacy policy|Modern Slavery Act Transparency Statement|Sitemap|About US| Contact US: help@patsnap.com