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Digital customer service method and system

A customer service and data server technology, applied in the direction of subscriber special services, interconnection devices, electrical components, etc., can solve the problems that customers cannot accurately obtain customer service content, and there are many interference factors for voice customer service, so as to avoid the waiting time of voice broadcast, The effect of improving quality and service diversification and improving customer service efficiency

Inactive Publication Date: 2015-04-01
徐匡一
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  • Abstract
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AI Technical Summary

Problems solved by technology

[0003] The technical problem to be solved by the present invention is that the existing voice customer service forms are subject to many interference factors, and customers cannot accurately obtain customer service content

Method used

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Embodiment Construction

[0038] Such as figure 1 As shown, the data-based customer service method of the present invention is executed by the mobile device of the client and the data server and seat device of the enterprise, including the following steps:

[0039] Step 1, the mobile device sends a consulting request signal to the data server through the IP channel according to the needs of the customer;

[0040]Step 2, after receiving the consultation request signal, the data server reads the customer service menu data in the customer service database, and sends the customer service menu data to the mobile device through the IP channel;

[0041] Step 3: After receiving the customer service menu data, the mobile device converts the customer service menu data into text codes, and sends the text codes to the display screen;

[0042] Step 4, the mobile device analyzes and obtains the service item information according to the menu item selected by the customer, and sends the service item information to th...

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Abstract

The invention provides a digital customer service method and system. The digital customer service method includes the following steps of: sending consulting request signals, sending customer service menu data, converting the customer service menu data into text codes, performing analysis to obtain service item information, judging whether the service item information is voice service request information, establishing a VOIP voice channel, performing voice communication, releasing VOIP channel resources and judging whether to quit current consulting services, and update and store the service item service information. The digital customer service system includes a mobile device, a data server and an agent device. With the digital customer service method and system adopted, problem query and operation can be simpler and quicker, and a user only needs to put through a phone call and dial a few keys regardless of time and place, so that the problem of the user can be queried or solved, and response and speed will not be affected even if the user is in a noise environment, and at the same time, cost for setting a large number of manual customer services can be decreased.

Description

technical field [0001] The invention relates to a customer service method and system, in particular to a digital customer service method and system, belonging to the field of electricity. Background technique [0002] At present, no matter whether it is at home or abroad, the customer service calls are played through the voice, and then follow the instructions of the customer service and press the buttons to cooperate. However, it is not very convenient because the communication time is too long; if the environment is noisy, it may be too late. If you respond or respond incorrectly, you have to start over, which is extremely time consuming. Contents of the invention [0003] The technical problem to be solved by the present invention is that the existing voice customer service forms are subject to many interference factors, and customers cannot accurately obtain customer service content. [0004] In order to solve the above technical problems, the present invention provid...

Claims

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Application Information

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IPC IPC(8): H04M7/00H04M3/50
Inventor 徐匡一
Owner 徐匡一
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