Multi-channel service request uniform accessing method and system

Abstract

The present invention relates to a multi-channel service request uniform accessing method and system, wherein the method comprises the steps of 1 using at least one customer service background terminal to log in a system service terminal and to register; 2 using at least one user terminal to log in the system service terminal and to send out a session request; 3 using the system service terminal to receive the session request and to distribute the corresponding user terminal for the customer service background terminal to establish a one-to-one correspondence session channel of the customer service background terminal and the user terminal; 4 using the user terminal to instantly communicate with the corresponding customer service background terminal via the corresponding session channel; 5 after the instant communication is ended, using the system service terminal to close the corresponding session channel, and enabling the user terminal to log out the system service terminal automatically; 6 enabling the customer service background terminal to log out the system service terminal, using the system service terminal to clear the relevant information of the customer service background terminal, and ending. According to the present invention, the service quality is convenient to manage and improve uniformly, the service terminal can be reduce to one, and the background data is relatively complete and is convenient to gather and analyze.

Description

technical field [0001] The invention relates to a method and system for unified access to multi-channel service requests, belonging to the field of business support systems in the mobile communication industry. Background technique [0002] The online customer service system is an online business support system that uses the Internet application client or website as the medium to provide instant messaging services for visitors from the Internet and enterprise customer service personnel. With the quality of customer service becoming more and more important today, mobile communication companies generally have full-time customer service departments and customer service personnel. The traditional customer service systems of telecom companies generally only support IVR voice self-service and manual voice services. With the rapid development of the rapid development of the Internet, the way of communication between people is also undergoing earth-shaking changes, from the original...

AI Technical Summary

Problems solved by technology

Most of the user access interfaces of the online customer service system provided by the telecom industry to users are in the form of mobile APP clients or Web application webpage clients, and the corresponding background servers are generally implemented in the form of Web applications. The user service request of the access interface can only be recognized by the background server corresponding to the channel. This technical architecture solves the urgent needs of the telecommunications industry to a certain extent, but the accompanying problems are also gradually highlighted. The client or user end used by channel users is highly coupled with the corresponding background server. With the continuous growth of mobile APP applications and Web applications on mobile terminals, IOS, Andriod, and WEB versions of online customer service systems are gradually launched. , and the corresponding background servers are also increasing continuously. Although the existing technology has publicized the technical implementation schemes of these online customer service systems, the implementation of this online customer service system is essentially composed of servers and customer service terminals. The system architecture is relatively simple, but it cannot realize the unified access of multi-channel clients, which causes a serious waste of resources and is not conducive to unified management. Telecom companies have to rebuild a set of relatively independent online customer service systems with similar functions to support Existing business meets online consulting service request

[0003] The background server of a certain type of traditional online customer service system can only support user access from its own customized client. With the advent of the Internet age, people’s communication methods in life are also changing. Usually, QQ, WeChat, Yixin , Fetion, YY and other instant messaging software to communicate and exchange, and the subsequent customer service methods in the telecommunications industry are also changing, from the previous service methods that only supported IVR self-service voice and manual response to the current multi- Channel service mode, users often hope to conduct business inquiries and consultations through real-time chat software such as handheld business halls, online business halls, mobile APP clients, QQ enterprise accounts, WeChat subscription accounts, WeChat service accounts, Yixin, Fetion, YY, etc. and business processing, etc., but the existing online customer service system often integrates the channel user end and the corresponding channel server end of the county, and cannot uniformly connect the user service requests of all channels to a background server end

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