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

A self-service and control method technology, applied in the field of mobile self-service system control, can solve the problems of huge investment, complicated agent management costs, waste of resources, etc., and achieve the effect of open and flexible system structure, flexible business customization, and complete grammar types.

Inactive Publication Date: 2005-01-12
CHINA MOBILE GRP GUANGDONG CO LTD +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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 ...

Method used

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

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Embodiment Construction

[0051] The present invention will be further elaborated below in conjunction with the accompanying drawings.

[0052] The present invention firstly describes a control method for a mobile self-service system, and the process for realizing the method is as follows figure 1 As shown, first the user dials the access number and service number through the mobile phone terminal to connect to the self-service access subsystem through the voice channel of the GSM mobile communication network, and then the dial-in number is 1259, and the service number varies according to the specific business. Then the user dials the number 1259XXXX and waits to access the self-service access subsystem, step ① in the figure. When the mobile terminal is connected to the self-service access subsystem through the signaling layer, the system obtains the user and called number from the signaling layer, then disconnects, and transmits the service number XXXX to the self-service system, step ② in the figure....

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PUM

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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 ...

Claims

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Application Information

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IPC IPC(8): H04M3/527H04W88/18
Inventor 高志兴李景峰陈永快廖志军吴晓宁陈雅娟熊汉杰罗志全陈欣喻朝新陈方朱汉武林剑锋冼颂文姜华伟梁勇卢战李诚
Owner CHINA MOBILE GRP GUANGDONG CO LTD
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