Emergency broadcasting system and method for online customer service staff

An emergency broadcast and customer service technology, applied in the field of online customer service, can solve the problem that online customer service cannot be informed of emergencies in time, avoid loss of life and property, and improve customer experience.

Active Publication Date: 2018-01-19
CTRIP COMP TECH SHANGHAI
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The technical problem to be solved by the present invention is to provide an emergency broadcast system and method for online customer service in order to overcome the defect that the online customer service in the prior art cannot be informed of emergencies in time

Method used

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  • Emergency broadcasting system and method for online customer service staff
  • Emergency broadcasting system and method for online customer service staff
  • Emergency broadcasting system and method for online customer service staff

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0054] refer to figure 1 , the emergency broadcast system for online customer service of this embodiment is suitable for sending emergency broadcast messages to customer service terminals 1 in multiple sessions, and the emergency broadcast system for online customer service includes a customer service session maintenance module 2, a broadcast message push module 3 and a broadcast message configuration Module 4. After the emergency happened, when the administrator was informed of the emergency, he immediately configured the emergency broadcast message through the broadcast message configuration module 4, and the broadcast message push module 3 then pushed the emergency broadcast message to the session obtained by the customer service session maintenance module 2 The customer service terminal 1.

[0055] Specifically, the customer service session maintenance module 2 is used to obtain the information of the customer service terminal 1 in the session, combined with figure 1 wit...

Embodiment 2

[0062] The emergency broadcast method of the online customer service of the present embodiment utilizes the emergency broadcast system of the online customer service in embodiment 1 to realize, refer to image 3 , the emergency broadcasting method of the online customer service includes the following steps:

[0063] S101: the customer service session maintenance module obtains the information of the customer service terminal in the session;

[0064] S102: The broadcast message configuration module configures emergency broadcast messages;

[0065] S103: The broadcast message pushing module pushes the emergency broadcast message to the customer service terminal in the session.

[0066] Specifically, in step S101, the customer service session maintenance module includes a session server and a session route, and the customer service end in the session sends a connection status to the session server when starting to serve the client, and the session server can record the session i...

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Abstract

The invention discloses an emergency broadcasting system and method for online customer service staff. The emergency broadcasting system comprises a customer service conversation maintenance module, abroadcasting message configuration module and a broadcasting message pushing module, wherein the customer service conversation maintenance module is used for acquiring the messages of customer service terminals in conversation; the broadcasting message configuration module is used for configuring emergency broadcasting messages; the emergency broadcasting message pushing module is used for pushing emergency broadcasting messages to the customer service terminals in conversation. The emergency broadcasting system has the advantages that an emergency broadcasting function is added to a currentonline customer service system, an administrator can timely edit an emergency broadcasting message of an emergency after the emergency occurs and timely notify the online customer service staff in conversation of the emergency broadcasting message, the online customer service staff can timely communicate with the customers about the emergency, possible loss of the customers can be avoided, secondary communication caused by the fact that the emergency is not notified timely, and the experience of the customers is improved.

Description

technical field [0001] The invention relates to the field of online customer service, in particular to an emergency broadcast system and method for online customer service. Background technique [0002] At present, online customer service usually provides consulting services in accordance with company rules and regulations, order information, and customer information, and often does not receive timely notification of major events such as sudden major natural disasters and endangering public safety. Therefore, during the service process, the customer service cannot timely feed back the emergencies related to the service items to the customer, so as to effectively reduce the loss of life and property of the customer. Even after the service is over and the customer service receives the relevant notice, it will take a long time to contact the customer again, which will affect the customer experience. [0003] For example, if a customer consults about air tickets to a certain pl...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04H20/59
Inventor 张露瑶胡舟陈榕陈国洪
Owner CTRIP COMP TECH SHANGHAI
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