Control method and device for call center based on virtual reality

A virtual reality and control method technology, applied in the field of communication, can solve the problems of low service information acquisition efficiency and transmission accuracy of the IVR system, and achieve the effect of improving communication accuracy and acquisition efficiency

Active Publication Date: 2019-04-09
CHINA UNITED NETWORK COMM GRP CO LTD
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  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] Embodiments of the present invention provide a virtual reality-based call center control method and device, which are used to solve the problem of service information acquisition efficiency ...

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  • Control method and device for call center based on virtual reality
  • Control method and device for call center based on virtual reality
  • Control method and device for call center based on virtual reality

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Embodiment Construction

[0028] The following will clearly and completely describe the technical solutions in the embodiments of the present application with reference to the drawings in the embodiments of the present application. Obviously, the described embodiments are part of the embodiments of the present application, not all of them. Based on the embodiments in this application, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of this application. In the embodiments of the present application, words such as "exemplary" or "for example" are used as examples, illustrations or illustrations. Any embodiment or design scheme described as "exemplary" or "for example" in the embodiments of the present application shall not be interpreted as being more preferred or more advantageous than other embodiments or design schemes. Rather, the use of words such as "exemplary" or "such as" is intended to present related concepts in a ...

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Abstract

The embodiments of the invention disclose a control method and device for a call center based on virtual reality, which relate to the technical field of communication and are used to solve the technical problem that the service information of the IVR (Interactive Voice Response) system is acquired at low efficiency and transmitted at low accuracy due to the inability of the IVR system to provide users with specific scene information corresponding to different business types in the prior art. The method includes the following steps: receiving a service access request carrying a user identity sent by a user through a call terminal, acquiring the user information of the user according to the user identity, and connecting the call terminal to a business service resource corresponding to the user information of the user, wherein the user information of the user at least includes the level of the user and the home location of the user; and then, acquiring a business type selected by the useraccording to a selection prompt of the call terminal, creating a virtual business scenario corresponding to the business type and displaying the virtual business scenario in the human-computer interaction interface of the call terminal to guide the user to input user instructions. The method and the device of the invention are used for a call center to provide services for users.

Description

technical field [0001] The embodiments of the present invention relate to the field of communication technology, and in particular to a control method and device for a call center based on virtual reality. Background technique [0002] IVR system (Interactive Voice Response, Interactive Voice Response) is a system that uses calling terminals such as telephones or mobile phones to enter the call service center, and obtain the service information required by the user through the operation prompts of the call service center, or listen to the system of mobile entertainment products, such as Users can inquire about mobile phone charges or mobile service information by dialing the service number of the mobile phone operator, inquire about bank account information by dialing the service number of the bank, or inquire about urban traffic information by dialing the service number of the life service, etc. At present, the IVR system is mainly used in the call service centers of commun...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04M3/493
CPCH04M3/4936H04M3/5166H04M3/5183
Inventor 李洁林鹏
Owner CHINA UNITED NETWORK COMM GRP CO LTD
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