An online customer service remote interaction method and system

A remote interaction and customer service technology, applied in the field of intelligent interaction, can solve problems such as customer service loss, time-consuming, user customer service resource consumption, etc., to avoid repeated descriptions of problems, improve communication quality, and improve user satisfaction.

Inactive Publication Date: 2019-06-07
上海上湖信息技术有限公司
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  • Abstract
  • Description
  • Claims
  • Application Information

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

Method used

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  • An online customer service remote interaction method and system
  • An online customer service remote interaction method and system

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Embodiment Construction

[0031] In order to make the purpose, technical solutions and advantages of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only Some, but not all, embodiments of the invention. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0032] In the prior art, when the online customer service staff interacts with the user remotely, the user usually needs to combine operations such as text, voice, and screen capture in order to clearly describe the problems they encounter. When the personnel cannot solve the problem, the user needs to be transferred to the senior customer service personnel, which requ...

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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 ...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04M3/42G06Q30/02
Inventor 徐骁楚彭杏梅吴超王玉翔
Owner 上海上湖信息技术有限公司
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