An information processing device and method for business handling

Abstract

The embodiment of the present invention discloses an information processing device for business handling, including: a first determination module, used to receive a user's request for handling business, and the request includes the channel identifier of the user's business handling; a processing module, used to provide the The user interface corresponding to the channel identification is provided to the user terminal, and the user is prompted to submit business handling information through the user interface; the update module is used to receive the submitted business handling information, and update the business handling status information; the second determination module is used to receive The customer service request determines the channel ID of the user corresponding to the request to handle the business; the calling module is used to call the user interface corresponding to the channel ID to return the business processing status information to the customer service terminal. The embodiment of the invention also discloses an information processing method for business handling. Adopting the present invention has the advantages of realizing the sharing of business information of multi-channel business handling, improving business handling efficiency, and enhancing user experience of business self-service handling.

Description

technical field [0001] The present invention relates to the field of communication technology, in particular to an information processing device and method for business handling. Background technique [0002] With the popularization of smart terminals and the Internet, the ways for users to handle business by themselves are becoming more and more diversified. At the same time, in order to reduce operating costs, operators also open up more Business Support System (BSS) services for users to handle by themselves. Users can Handle business through online business hall, mobile terminal, interactive voice response (Interactive Voice Response, IVR), call the customer service of the call center, or go to the business hall. [0003] The prior art mainly provides the front desk of the business hall through the BSS system (such as figure 1 ) is used by the staff of the business hall. Through the independently constructed online business hall system and the independently developed in...

AI Technical Summary

Problems solved by technology

In the prior art, in order to protect the privacy and security of the user, the security of the business handled by the user will be protected through the service identifier. This service identifier is invisible to the user and the customer service personnel. When there is a problem in the process of processing and needs to ask the customer service personnel for help, the customer service personnel cannot know the status information of the business handled by the user, cannot predict the difficulties the user may encounter according to the channel through which the user handles the business, and cannot see the user interface that the user sees Information, customer service personnel can only learn about the difficulties encountered by users through oral expressions of users, and then can help users solve problems

The existing technology cannot show the interface seen by the user to the customer service personnel according to the channel and specific operation steps used by the user to handle the business. The customer service personnel cannot timely and clearly understand the difficulties encountered by the user. Prolonging the processing time, or even delaying the processing of business, the efficiency of troubleshooting in business processing is low, and the experience of information sharing and business processing is poor

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