An online customer service remote interaction method and system

Abstract

The invention discloses an online customer service remote interaction method and system, and belongs to the field of intelligent interaction. The method comprises the steps that S1, the mobile terminal initiates a customer service request through a customer service button of a current application, and the customer service request comprises a remote control request and a voice interaction request;S2, the customer service management end receives the customer service request; And S3, the customer service management end and the mobile terminal share an interface of the mobile terminal, and meanwhile, the mobile terminal and the customer service management end can perform voice interaction. According to the customer service interaction method, a mobile terminal interface can be shared by a user and customer service personnel, real-time voice communication can be achieved, the communication quality between the user and the customer service personnel can be improved, and the user satisfaction degree is improved.

Description

technical field [0001] The invention relates to the field of intelligent interaction, in particular to an online customer service remote interaction method and system. Background technique [0002] In recent years, with the continuous development of communication technology, various application APPs emerge in an endless stream. In order to enable users to have a good performance both online and offline, most applications integrate customer service functions. The usual practice is to answer simple questions through the customer service robot first, and when the customer service robot is difficult to solve the user's problem, a manual online customer service will be activated. When users communicate with manual online customer service, due to the complexity of user problems, it is difficult to describe clearly only through voice or text communication, or because the operation process of solving problems is complicated, it is difficult for users to solve problems by operating ...

AI Technical Summary

Problems solved by technology

[0003] 1. When users communicate with customer service about problems, in order to describe clearly, it is necessary to repeatedly perform operations such as screenshots and memorization on various interfaces. consumption;

[0004] 2. Due to the different levels of customer service permissions in the background of the application, for the same problem, the user may need to repeatedly describe the situation to multiple customer service staff, and it is easy to lose contact with the customer service staff;

[0005] 3. Due to the working hours of manual customer service, users cannot initiate consultations at any time and in any scene

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