A telecom customer service method based on a block chain

Abstract

The invention provides a telecom customer service method based on a block chain. The method comprises the steps that S1, a plurality of telecom customer service participants serve as nodes of one block chain respectively and are connected with one another to jointly form an alliance chain; S2, when the customer service personnel receives the customer complaints for the first time, the alliance chain automatically generates a unique complaint number; Complaint information is recorded on an account book of the alliance chain, and all nodes in the alliance chain can look up the complaint information. According the trust-free, mediation removal, non-talkable, Traceable characteristics of the block chain in the sharing environment,, Build a trustworthy, traceable, and non-tamperable customer service process data sharing and tracing system to share and handle complaints between customers, customer service personnel, network management systems, business systems, expert teams, and even vendorsand friends. The process is transparent, the process can be traced, the responsibility for processing can be traced, and the overall service capability of the telecommunications industry can be improved..

Description

technical field [0001] The present invention relates to the technical field of telecom operation customer service, in particular to a blockchain-based telecom customer service method. Background technique [0002] At present, the business volume of telecom operators is large and complex. The current status of customer service acceptance is that the customer service calls the call center, and the customer service agent responds to the feedback through the knowledge base. If the expert seat cannot solve the problem, it will send the work order to the operation and maintenance department or business department (OSS, BSS, CRM, etc.). If the back-end department cannot solve the problem, it needs to go to the manufacturer or maintenance agent. , or even need to be transferred to other provinces through the group, this series of fault handling is completed through layer upon layer of work order forwarding, the interface between the systems is complicated, the process is long, and t...

AI Technical Summary

Problems solved by technology

[0005] Then, in order to increase the front-end service capabilities and SLA assessment efforts, the front-end means that the back-end departments will send the processing data to the front-end, but the system is independent and the departments are independent. The data of each link in the process is in its own system. When setting and pre-setting data, it is difficult to cheat without considering one's own interests, and SLA data cannot be tamper-proof and traceable, and the timeliness of data is also difficult to guarantee

In addition, due to departmental barriers and mutual distrust between departments, departments consider their own KPIs, and the efficiency of coordination, communication, and knowledge and data sharing between departments and systems is very low. There is an urgent need for a mechanism to break through departmental barriers. Can quickly obtain the handling knowledge, processing progress, processing process, and processing process of the fault report, and trace the complete processing process of customer complaints

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