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Multi-modal customer consultation method and related equipment

A multi-modal, customer-oriented technology, applied in subscriber special services, automatic switching offices, telephone communications, etc., can solve problems such as reducing customer experience, reducing timeliness of problem solving, prolonging customer service cycle, etc., to improve customer experience, The effect of improving timeliness and shortening service cycle

Pending Publication Date: 2022-02-18
JD DIGITS HAIYI INFORMATION TECHNOLOGY CO LTD
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  • Abstract
  • Description
  • Claims
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AI Technical Summary

Problems solved by technology

[0002] At present, the mainstream customer service centers in the industry only support pure telephone voice for customer service, and cannot interact and transmit text, images, and files while making voice calls
[0003] In the process of customer service, if the customer is required to provide some text or image or file materials, the customer can only be provided offline by mail, or it is necessary to renegotiate other channels for material collection and information confirmation. Therefore, the entire The customer service cycle reduces the timeliness of problem solving, which is not conducive to the continuity of customer service and reduces customer experience

Method used

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  • Multi-modal customer consultation method and related equipment
  • Multi-modal customer consultation method and related equipment

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Embodiment Construction

[0058] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present 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.

[0059] In this application, the term "comprises", "comprises" or any other variation thereof is intended to cover a non-exclusive inclusion such that a process, method, article, or apparatus comprising a set of elements includes not only those elements, but also includes none. other elements specifically listed, or also include elements inherent in such a process, method, article, or apparatus. Without further limitations, an element defined by the phrase "com...

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Abstract

The invention provides a multi-mode customer consultation method and related equipment, and the method comprises the steps: receiving a customer service consultation request sent by a client, and carrying out the identity verification based on the customer identity information carried by the customer service consultation request; after passing the identity verification, sending consultation establishment information to the client and a customer service end specified for the client; based on received confirmation information fed back by the client and the customer service side, creating a multi-modal consultation session channel between the client and the customer service side, so consultation session is performed between the customer service side and the client based on the multi-modal consultation session channel. In the scheme, after the client passes the identity verification, the multi-mode consultation session channel between the client and the customer service side is created, so that the customer service side realizes the consultation session with the client by using the multi-mode consultation session channel, and related materials are conveniently and quickly collected; therefore, the customer service cycle is shortened, the problem solving timeliness is improved, and the customer experience is improved.

Description

technical field [0001] The invention relates to the technical field of voice communication, in particular to a multimodal customer consultation method and related equipment. Background technique [0002] At present, the mainstream customer service centers in the industry only support pure telephone voice for customer service, and cannot interact and transmit text, images, and files while making voice calls. [0003] In the process of customer service, if the customer is required to provide some text or image or file materials, the customer can only be provided offline by mail, or it is necessary to renegotiate other channels for material collection and information confirmation. Therefore, the entire The customer service cycle reduces the timeliness of problem solving, which is not conducive to the continuity of customer service and reduces customer experience. Contents of the invention [0004] In view of this, the embodiments of the present invention provide a multi-moda...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/58
CPCH04M3/51H04M3/5183H04M3/58
Inventor 潘相杨杨洋
Owner JD DIGITS HAIYI INFORMATION TECHNOLOGY CO LTD
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