Control method and appts. for mobile self-helping service system

Abstract

Purpose of the invention is to disclose control method of mobile self-help service system for carrying operation transaction at any moment and any place within area covered by mobile communication network, and devices for realizing the method. Through the invention, a self-help service channel is built between mobile communication operating company and customers. Advantages are that self-help service including signaling switching in and short message replying is built on digital dialing mode. Communication resources utilized by one time of dialing and then momentary hanging up is much lower than the resources of communication channel utilized by voice communication for long time. Thus, the method occupies very little network resources and has very quick response speed.

Description

technical field [0001] The present invention relates to the field of mobile communication business handling systems, more specifically, a control method of a mobile self-service system based on voice signaling access and short message reply and equipment for realizing the method. technical background [0002] Today's telecommunications industry has entered an era of competition. The network, technology, price, service and other advantages owned by each operator are no longer their own unique competitive advantages. "Speed ​​wins" has become the rule of gaining market competitive advantages. It is the key for operators to enhance their competitive advantage and maintain their vigorous vitality. At present, there are mainly four types of customer service channels for mobile communications: [0003] 1. A manual service center that uses voice communication as the communication method; [0004] 2. The way the business hall handles services; [0005] 3. Website-centric online ...

AI Technical Summary

Problems solved by technology

[0008] As a traditional service method, the voice manual service center needs to occupy a large amount of voice channel resources. With the rapid growth of mobile phone users, the current voice manual service system cannot fully meet the customer service needs of customers despite continuous expansion. The busy rate of dial-in users remains high, which makes the voice manual service system gradually become the bottleneck of the mobile customer service channel. What is more noteworthy is that the investment in the expansion of the voice manual service system is huge every time, and the agent management is complicated and costly. Mobile communication service providers have to seek other customer service systems with lower cost and larger customer capacity

[0009] Since the business hall service method adopts the regional service method, users need to go to the business hall to handle business in person, which greatly limits the initiative of users to handle business, and users need to wait in line when they are busy, which will waste a lot of time; the construction of the business hall The cost is high, and it cannot be popularized in a large area, especially in some remote areas, and there are unreasonable planning and distribution, incomplete functions, etc. In addition, the business hall requires a large number of management personnel and service personnel. The higher the penetration rate, the manpower of mobile communication service providers The higher the cost, thus limiting the popularity of this service channel

[0010] Due to the low penetration rate of the network, especially the low penetration rate of mobile wireless Internet access, the number of users who can access the Internet is limited, and the number of users who can use mobile wireless Internet access is even less. Therefore, it is still not possible to fully utilize the website-centric The potential of online service methods, so it is impossible to truly "do business anytime, anywhere"

Moreover, the security of the network needs to be improved. Today's network security issues have also prompted some users to be discouraged from using the network to handle business, so it is impossible to give full play to the initiative of mobile users in business handling.

[0011] Although the method of handling business inquiries and opening services by SMS can achieve the purpose of handling business anytime and anywhere, but due to the delay of the SMS service platform, users need to wait for a long time before receiving confirmation information in areas with complex networks or poor signals. So there is a lot of uncertainty

And due to the problem of protecting user privacy, mobile communication service providers cannot monitor the content of users' short messages, so there is also great uncertainty for mobile communication service providers as to whether the service is opened, so mobile communication service providers and users must agree on this issue. Conflicts often occur, causing unnecessary waste of resources

[0012] To sum up, the traditional service marketing channels cannot meet the needs of operators’ market competition and customer personalized services, and cannot widen the gap in market competition, and cannot form a differentiated competitive advantage

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