A video 95598 power customer service system

Abstract

The present invention discloses a video 95598 electric customer service system, which relates to the technical field of electric customer service systems, including: an electric service self-service machine, a cloud server, an electric customer service system, a voice service end and a remote video service end. By receiving and agreeing to use system requests, artificial voice service requests and remote screen sharing requests, the system provides users with access to the electric customer service system, artificial voice services and remote screen sharing services, and provides users with a variety of choices. When there is no one to guide, the remote video service can be selected. Moreover, when the electric service self-service machine is not in the service hall and there are no staff, the user can be provided with services through artificial voice services or remote screen sharing services. Moreover, the trouble of some users with low cultural level not being able to directly handle matters or needing multiple mobile terminals to operate when using the system is avoided, and the electric customer service can provide users with more accurate services through remote video services.

Description

Technical Field

[0001] The present invention belongs to the technical field of electric power customer service systems, and in particular to a video 95598 electric power customer service system. Background Art

[0002] With the expansion of power customer service business and the increase of service items, the original customer service system of the power company gradually failed to meet the needs in terms of function and operation. In addition, the original customer service system adopted the form of boards and cards, which had limitations in telephone wiring, resulting in the inconvenient switching of the system, reducing the reliability and stability of the system.

[0003] Moreover, the currently commonly used power customer service system only provides voice guidance. However, with the continuous updating of the power system, when the display of some systems is inconsistent with the customer service personnel, the users cannot be accurately guided, resulting in a poor user experience. Therefore, a video 95598 power customer service system is needed that can provide users with accurate services. Summary of the invention

[0004] The purpose of the present invention is to provide a video 95598 electric power customer service system, thereby overcoming the shortcomings of inaccurate guidance of the existing electric power customer service system.

[0005] To achieve the above purpose, the present invention provides a video 95598 electric power customer service system, including:

[0006] An electric power service self-service machine, which is used to provide users with a self-service electric power customer service system. Users also send access requests to the electric power customer service system through the electric power service self-service machine. The access requests include: system use requests, artificial voice service requests, and remote screen sharing requests;

[0007] A cloud server, the cloud server is used for signal transmission between the power service self-service machine and the power customer service system;

[0008] The electric power customer service system receives the access request through the cloud server. When the access request is a system use request, the corresponding consent data is directly sent through the cloud server to allow the user to use the electric power customer service system by himself. When the access request is an artificial voice service request, a first voice service terminal answering signal is sent. When the access request is a remote screen sharing request, a screen sharing assistance signal is sent.

[0009] The voice service end receives the answering signal of the first voice service end to answer the call, and at the same time, connects the audio to the audio access cloud server of the audio and video SDK to start the audio call service, so that the power customer service guides the customer to operate the power customer service system through voice; and

[0010] The remote video service end receives the request signal of the screen sharing assistance signal and issues a user confirmation reception response. After the electric power service self-service machine returns the confirmation information through the cloud server and the electric power customer service system, the remote video service end displays the screen of the electric power service self-service machine in real time, and directly controls the screen of the electric power service self-service machine or fills in the electric power customer service information when necessary.

[0011] Furthermore, when the remote video service end receives the request signal of the screen sharing assistance signal, and there is no response from the voice service end of the remote video service end, a voice call request for the power service self-service machine is issued. The voice call request for the power service self-service machine is sent to the power service self-service machine through the power customer service system and the cloud server. The power service self-service machine receives the voice call request for the power service self-service machine and responds.

[0012] Furthermore, when the remote video service terminal displays the screen of the electric power service self-service machine in real time, the remote video service terminal and the screen of the electric power service self-service machine are automatically monitored and recorded.

[0013] Furthermore, the electricity service self-service machine is provided with a video monitoring system, and the video monitoring system is used to monitor the electricity service self-service machine.

[0014] Furthermore, the remote video server is a computer used by customer service and a display screen connected to the computer. A camera is provided near the remote video server, and the camera is electrically connected to the computer. When the remote video server receives the request signal of the screen sharing assistance signal and sends a user confirmation response, the camera is controlled to record video at the same time, and the recorded video is stored in the cloud server through the remote video server.

[0015] Furthermore, when the remote video service terminal displays the screen of the electric power service self-service machine in real time, the screen of the electric power service self-service machine displays the customer service portrait captured by the camera.

[0016] Furthermore, when the electric power service self-service machine is in standby mode, the display screen is off or pushes advertising information.

[0017] Furthermore, the electric power service self-service machine includes:

[0018] A cabinet, wherein the middle box on the front side of the cabinet is concave to form a mounting groove with multiple side surfaces;

[0019] A screen, wherein the screen is mounted on the upwardly inclined side of the mounting groove, and the screen is a touch screen;

[0020] A keyboard, the keyboard being mounted on the upwardly inclined side of the mounting slot;

[0021] A first camera module, wherein the first camera module is installed on an upwardly inclined side of the installation slot above the screen;

[0022] A first sound collection module, wherein the first sound collection module is installed on the upwardly inclined side of the installation slot;

[0023] A first sound module, wherein the first sound module is installed on the upwardly inclined side of the installation slot;

[0024] A first A / D conversion module, wherein the first A / D conversion module is electrically connected to the first sound collection module and the first sound generation module respectively;

[0025] A first control module, which is installed in the cabinet and is electrically connected to the screen, the keyboard, the first camera module and the first A / D conversion module respectively; and

[0026] A first wireless transmission module is electrically connected to the first control module and is disposed in the cabinet.

[0027] Compared with the existing technology, the present invention has the following beneficial effects:

[0028] The video 95598 electric customer service system provided by the present invention provides users with a self-service electric customer service system through an electric service self-service machine. Users can also send access requests to the electric customer service system through the electric service self-service machine. The access requests include: system use requests, artificial voice service requests, and remote screen sharing requests; the electric customer service system receives the access request through the cloud server. When the access request is a system use request, the corresponding response data is directly sent through the cloud server to allow users to use the electric customer service system by themselves. When the access request is an artificial voice service request, a first voice server answering signal is issued. When the access request is a remote screen sharing request, a screen sharing assistance signal is issued; the voice server receives the first voice server answering signal for answering, and at the same time, the audio is connected to the audio and video SDK on the audio access cloud server to start the audio call service, so that the electric customer service guides the customer to operate the electric customer service system through voice; the remote video server receives the request signal of the screen sharing assistance signal, and issues a user confirmation reception response, After the electricity service self-service machine returns confirmation information through the cloud server and the electricity customer service system, the remote video service terminal displays the screen of the electricity service self-service machine in real time, and directly controls the screen of the electricity service self-service machine or fills in the electricity customer service information when necessary. The video 95598 electricity customer service system provides users with access to the electricity customer service system, artificial voice service and remote screen sharing service (i.e. video service) by receiving and agreeing to use system requests, artificial voice service requests and remote screen sharing requests, providing users with a variety of options. When there is no one to guide, remote video service can be selected. Moreover, when the electricity service self-service machine is not in the service hall and there is no staff, service can be provided to users through artificial voice service or remote screen sharing service. In addition, it avoids the trouble of some users with low cultural level not being able to handle matters directly or requiring multiple mobile terminals to operate. Through remote video service, the electricity customer service can provide users with more accurate services. BRIEF DESCRIPTION OF THE DRAWINGS

[0029] In order to more clearly illustrate the technical solution of the present invention, the drawings required for use in the description of the embodiments will be briefly introduced below. Obviously, the drawings described below are only one embodiment of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0030] Figure 1 It is a structural schematic diagram of a video 95598 electric power customer service system of the present invention;

[0031] Figure 2 It is a front structural schematic diagram of the electric power service self-service machine of the present invention;

[0032] Among them, 1. Electricity service self-service machine; 2. Cloud server; 3. Electricity customer service system; 4. Voice server; 5. Remote video server; 6. Cabinet; 7. Installation slot; 8. Screen; 9. Keyboard, 10. First camera module. DETAILED DESCRIPTION

[0033] The following is a clear and complete description of the technical solution in the present invention in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0034] like Figure 1 As shown, a video 95598 electric power customer service system 3 provided by the present invention includes: an electric power service self-service machine 1, a cloud server 2, an electric power customer service system 3, a voice service terminal 4 and a remote video service terminal 5.

[0035] An electric power service self-service machine 1, the electric power service self-service machine 1 is used to provide a user with an electric power customer service system 3 for self-service use, and the user also sends an access request to the electric power customer service system 3 through the electric power service self-service machine, and the access request includes: a system use request, an artificial voice service request, and a remote screen sharing request;

[0036] A cloud server 2, the cloud server 2 is used for signal transmission between the power service self-service machine 1 and the power customer service system 3;

[0037] The electric power customer service system 3 receives the access request through the cloud server 2. When the access request is a system use request, the corresponding consent data is directly sent through the cloud server 2 to allow the user to use the electric power customer service system 3 by himself. When the access request is an artificial voice service request, the first voice service end 4 answers the signal. When the access request is a remote screen sharing request, a screen sharing assistance signal is sent;

[0038] The voice service end 4 receives the answering signal of the first voice service end 4 and answers the call. At the same time, the audio is connected to the audio of the audio and video SDK and the audio call service is started on the cloud server 2, so that the power customer service guides the customer to operate the power customer service system 3 through voice;

[0039] The remote video service terminal 5 receives the request signal of the screen sharing assistance signal and sends a user confirmation reception response. After the power service self-service machine 1 returns the confirmation information through the cloud server 2 and the power customer service system 3, the remote video service terminal 5 displays the screen 8 of the power service self-service machine 1 in real time, and directly controls the screen 8 of the power service self-service machine 1 or fills in the power customer service information when necessary.

[0040] The above-mentioned video 95598 electric customer service system 3 provides users with self-service electric customer service system 3 through the electric service self-service machine 1. Users can also send access requests to the electric customer service system 3 through the electric service self-service machine. The access requests include: system use request, artificial voice service request and remote screen sharing request; the electric customer service system 3 receives the access request through the cloud server 2. When the access request is a system use request, the corresponding response data is directly sent through the cloud server 2 to allow the user to use the electric customer service system 3 by themselves. When the access request is an artificial voice service request, a first voice server 4 answering signal is issued. When the access request is a remote screen sharing request, a screen sharing assistance signal is issued; the voice server 4 receives the first voice server 4 answering signal and answers it. At the same time, the audio is connected to the audio and video SDK of the audio access cloud server 2 to start the audio call service, so that the electric customer service guides the customer to operate the electric customer service system 3 through voice; the remote video server 5 receives the request signal of the screen sharing assistance signal and issues a user confirmation reception response, After the electricity service self-service machine 1 returns confirmation information through the cloud server 2 and the electricity customer service system 3, the remote video service terminal 5 displays the screen 8 of the electricity service self-service machine 1 in real time, and directly controls the screen 8 of the electricity service self-service machine 1 or fills in the electricity customer service information when necessary. The video 95598 electricity customer service system 3 provides users with access to the electricity customer service system 3, artificial voice service and remote screen sharing service (i.e. video service) by receiving and agreeing to use system requests, artificial voice service requests and remote screen sharing requests, providing users with a variety of options. When there is no one to guide, remote video service can be selected. Moreover, when the electricity service self-service machine 1 is not in the service hall and there is no staff, it can provide services to users through artificial voice service or remote screen sharing service. Moreover, it avoids the trouble of some users with low cultural level not being able to directly handle matters or needing multiple mobile terminals to operate. Through remote video service, the electricity customer service can provide users with more accurate services.

[0041] In one of the embodiments, when the remote video server 5 receives the request signal of the screen sharing assistance signal, if there is no response from the voice server 4 of the remote video server 5, a voice call request for the power service self-service machine 1 is issued, and the voice call request for the power service self-service machine 1 is sent to the power service self-service machine 1 through the power customer service system 3 and the cloud server 2, and the power service self-service machine 1 receives the voice call request of the power service self-service machine 1 and responds.

[0042] By detecting that when the remote server is sharing screen 8, the user has not accessed screen 8 sharing through the premise of artificial voice service, and it is impossible to confirm whether the user has mistakenly turned on or misoperated, etc., it also prevents the power customer service from operating without the user's consent, thereby improving the quality of service to users.

[0043] In one embodiment, when the remote video service terminal 5 displays the screen 8 of the electric power service self-service machine 1 in real time, the remote video service terminal 5 and the screen 8 of the electric power service self-service machine 1 are automatically monitored and recorded, and at the same time, the voice call of the voice service terminal 4 corresponding to the remote video service terminal 5 is recorded. This reminds users and electric power customer service to use civilized language, and provides data support for the subsequent evaluation of the work quality of electric power customer service in case of disputes.

[0044] In one of the embodiments, the electricity service self-service machine 1 is externally provided with a video monitoring system, and the video monitoring system is used to monitor the electricity service self-service machine 1, and the electricity service self-service machine can be monitored in a timely manner and guidance can be provided when problems occur.

[0045] In one embodiment, the video monitoring system includes: a second camera module, a second voice acquisition module, a second control module, a second A / D conversion module, a second wireless transmission module, a background monitoring module and a second sound playback module.

[0046] A second camera module, wherein the second camera module is arranged on the top in front of the electric service self-service machine 1;

[0047] A second voice collection module, the second voice collection module is used to collect the sound of the environment where the power service self-service machine 1 is located;

[0048] a second control module, the second control module being electrically connected to the second camera module and the second voice acquisition module respectively, the second control module being used to receive the video and audio data transmitted by the second camera module and the second voice acquisition module, and to monitor the video data to see whether the electric power service self-service machine 1 is moved, and to send out an alarm signal when the electric power service self-service machine 1 is moved;

[0049] A second A / D conversion module, which is arranged between the second control module and the second voice acquisition module and is used for performing analog-to-digital or digital-to-analog conversion on the passing signal;

[0050] A second wireless transmission module, wherein the second wireless transmission module is electrically connected to the second control module, and the second control module stores the video and audio data through the second wireless transmission module;

[0051] A background monitoring module, which is connected to the cloud server 2 to obtain the data transmitted by the second control module and perform remote monitoring;

[0052] The second sound-emitting module is electrically connected to the second A / D conversion module, and is used for giving an alarm according to the alarm signal, or providing a voice reminder service for the background monitoring module.

[0053] The above-mentioned video monitoring system monitors the environment of the power service self-service machine 1 through the second camera module and the second voice acquisition module. The second control module monitors the monitored data to see if anyone has moved or damaged the power service self-service machine 1, and sends out an alarm signal. The second control module transmits the processed data to the cloud server 2 through the second wireless transmission module. The background monitoring module can view the monitoring data or control the second control module through the cloud server 2; the background monitoring module can communicate with people near the power service self-service machine 1 through the second sound module and the second A / D conversion module, warn, etc. Through video monitoring, the power service self-service machine 1 can be monitored, and problems around the power service self-service machine 1 can be solved in time.

[0054] In one of the embodiments, the remote video server 5 is a computer used for customer service and a display screen connected to the computer. A camera is provided near the remote video server 5, and the camera is electrically connected to the computer. When the remote video server 5 receives the request signal of the screen sharing assistance signal and sends a user confirmation response, the camera is controlled to record video at the same time, and the recorded video is stored in the cloud server 2 through the remote video server 5.

[0055] In one embodiment, when the remote video service terminal 5 displays the screen 8 of the electric power service self-service machine 1 in real time, the screen 8 of the electric power service self-service machine 1 displays the customer service portrait captured by the camera.

[0056] By displaying portraits, users can feel better and enhance their experience in using the video 95598 electric power customer service system 3.

[0057] In one embodiment, when the electric power service self-service machine 1 is in standby mode, the display screen is off or pushes advertising information.

[0058] In one embodiment, the remote video server 5 further includes:

[0059] An image processing module, wherein the image processing module forms a remote desktop by taking a screenshot of the screen 8 of the electric power service self-service machine 1;

[0060] An operation module, the operation module is used to perform command operations on the remote desktop formed by the image processing module and save the screen position of the command operation;

[0061] The computer sends the command operation and the screen position of the command operation to the power service self-service machine 1 through the cloud server 2, and the power service self-service machine 1 executes the operation instruction according to the screen position of the command operation, thereby realizing remote desktop control.

[0062] In one embodiment, Figure 2 The electric service self-service machine 1 is shown, comprising:

[0063] A cabinet 6, wherein the middle part of the front side of the cabinet 6 is concave to form a mounting groove 7 with multiple side surfaces. Specifically, the cabinet 6 is a rectangular parallelepiped;

[0064] A screen 8, wherein the screen 8 is installed on the upwardly inclined side of the installation slot 7, and the screen 8 is a touch screen;

[0065] A keyboard, the keyboard being mounted on the upwardly inclined side of the mounting slot 7;

[0066] A first camera module, the first camera module is installed on the upwardly inclined side or vertical surface of the installation slot 7 above the screen 8;

[0067] A first sound collection module, wherein the first sound collection module is installed on the upwardly inclined side of the installation slot 7;

[0068] A first sound module, wherein the first sound module is installed on the upwardly inclined side of the installation slot 7;

[0069] A first A / D conversion module, wherein the first A / D conversion module is electrically connected to the first sound collection module and the first sound generation module respectively, and the A / D conversion module is electrically connected to the first control module via an I2S bus;

[0070] A first control module, which is installed in the cabinet 6 and is electrically connected to the screen 8, the keyboard, the first camera module and the first A / D conversion module respectively; and

[0071] A first wireless transmission module, wherein the first wireless transmission module is electrically connected to the first control module, and the first wireless transmission module is disposed in the cabinet 6 .

[0072] The above-mentioned electricity service self-service machine 1 provides power system access for users in remote areas through the electricity service self-service machine 1. Moreover, the data collected by the first camera module, the first sound collection module, and the first sound module can be processed and stored through the first control module, and transmitted to the cloud server 2 through the first wireless transmission module to interact with the electricity customer service system 3; and the keyboard and display screen can facilitate user use; and the cabinet body 6 is a rectangular structure, which facilitates the transportation of the electricity service self-service machine 1.

[0073] Specifically, the sound collection module uses a codec chip.

[0074] In one embodiment, the electric power service self-service machine 1 further comprises a power supply, and the power supply is electrically connected to the control module. When the electric power service self-service machine 1 is out of power in the area, the electric power service self-service machine 1 can supply power to itself and provide services to users through the independent power supply.

[0075] In one embodiment, the shell of the self-service machine is provided with a solar panel, so that the self-service machine can be placed in a sunlight environment for charging. At the same time, the storage battery adopts a lithium battery, which can prolong the battery life of the power service self-service machine 1.

[0076] What is disclosed above is only a specific implementation mode of the present invention, but the protection scope of the present invention is not limited thereto. Any technician familiar with the technical field can easily think of changes or modifications within the technical scope disclosed in the present invention, which should be covered within the protection scope of the present invention.

Claims

1. A video 95598 power customer service system, characterized in that: include: An electric power service self-service machine, which is used to provide users with a self-service electric power customer service system. Users also send access requests to the electric power customer service system through the electric power service self-service machine. The access requests include: system use requests, artificial voice service requests, and remote screen sharing requests; A cloud server, the cloud server is used for signal transmission between the power service self-service machine and the power customer service system; The electric power customer service system receives the access request through the cloud server. When the access request is a system use request, the corresponding consent data is directly sent through the cloud server to allow the user to use the electric power customer service system by himself. When the access request is an artificial voice service request, a first voice service terminal answering signal is sent. When the access request is a remote screen sharing request, a screen sharing assistance signal is sent. The voice service end receives the answering signal of the first voice service end to answer the call, and at the same time, connects the audio to the audio access cloud server of the audio and video SDK to start the audio call service, so that the power customer service guides the customer to operate the power customer service system through voice; and A remote video service end, wherein the remote video service end receives the request signal of the screen sharing assistance signal and sends a user confirmation reception response. After the electric power service self-service machine returns confirmation information through the cloud server and the electric power customer service system, the remote video service end displays the screen of the electric power service self-service machine in real time, directly controls the screen of the electric power service self-service machine or fills in the electric power customer service information; When the remote video service end receives the request signal of the screen sharing assistance signal, and the voice service end of the remote video service end does not respond, a power service self-service machine voice call request is issued, and the power service self-service machine voice call request is sent to the power service self-service machine through the power customer service system and the cloud server, and the power service self-service machine receives the power service self-service machine voice call request and responds; When the remote video service terminal displays the screen of the electric power service self-service machine in real time, the remote video service terminal and the screen of the electric power service self-service machine are automatically monitored and recorded; The electric power service self-service machine is provided with a video monitoring system outside, and the video monitoring system is used to monitor the electric power service self-service machine.

2. The video 95598 power customer service system according to claim 1 is characterized in that: The remote video server is a computer used by customer service and a display screen connected to the computer. A camera is provided near the remote video server, and the camera is electrically connected to the computer. When the remote video server receives the request signal of the screen sharing assistance signal and sends a user confirmation response, the camera is controlled to record the video at the same time, and the recorded video is stored in the cloud server through the remote video server.

3. The video 95598 power customer service system according to claim 2 is characterized in that: When the remote video service terminal displays the screen of the electric power service self-service machine in real time, the screen of the electric power service self-service machine displays the customer service portrait taken by the camera.

4. The video 95598 power customer service system according to claim 1 is characterized in that: When the electric power service self-service machine is in standby mode, the display screen is off or pushes advertising information.

5. The video 95598 power customer service system according to claim 1 is characterized in that: The electric power service self-service machine comprises: A cabinet, wherein the middle box on the front side of the cabinet is concave to form a mounting groove with multiple side surfaces; A screen, wherein the screen is mounted on the upwardly inclined side of the mounting groove, and the screen is a touch screen; A keyboard, the keyboard being mounted on the upwardly inclined side of the mounting slot; A first camera module, wherein the first camera module is installed on an upwardly inclined side of the installation slot above the screen; A first sound collection module, wherein the first sound collection module is installed on the upwardly inclined side of the installation slot; A first sound module, wherein the first sound module is installed on the upwardly inclined side of the installation slot; A first A / D conversion module, wherein the first A / D conversion module is electrically connected to the first sound collection module and the first sound generation module respectively; A first control module, which is installed in the cabinet and is electrically connected to the screen, the keyboard, the first camera module and the first A / D conversion module respectively; and A first wireless transmission module is electrically connected to the first control module and is disposed in the cabinet.

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