Client platform construction and communication service method and system based on personal mobile device

Abstract

The customer platform construction and communication service method and system based on personal mobile devices of the present invention deploy part of the cloud customer service platform functions to the personal mobile device by downloading, and there is no need to maintain a connection with the cloud customer service platform. Only the local personal mobile device and the personal mobile phone PSTN are required to complete communication and storage, breaking the network requirements of VoIP-based enterprise communications; intelligent robots can also be called through applications deployed on personal devices to interact with customers.

Description

Technical Field

[0001] The present invention relates to the field of customer service communication services, and in particular to a method and system for establishing a customer platform and providing communication services based on personal mobile devices. Background Art

[0002] In the current customer service platform and communication channel construction methods, enterprises provide the following services through customer service platforms deployed in the cloud: Generally speaking, customer service platform authorization requires customer service personnel authorization management and access condition verification; communication network requires network maintenance, network management, and access condition verification; communication rules require matching the communication relationship between enterprise customers and customer service personnel; communication transmission and storage require communication content transmission and audio storage between enterprise customers and customer service personnel; and intelligent robot applications require the services and interaction rules required by the robots.

[0003] Because two-way communication between customers and customer service personnel is based on VoIP, both require access to the cloud-based customer service platform during communication. Therefore, the ability to establish a stable connection with the cloud-based customer service platform determines the stability and fluency of communication, ultimately affecting the content and experience of communication. Typically, to ensure that communication is not disrupted, companies will provide unified physical environments and hardware equipment as part of the access requirements for logging into the customer service platform. This maximizes connection stability and restricts customer service personnel to using only the provided physical environment and hardware equipment to access the customer service platform and communication network.

[0004] Under this premise, current technology mainly faces the following two problems:

[0005] 1. As companies offer customer service staff options such as working from home, remotely, and on the go, the aforementioned uniform restrictions on physical environments and hardware devices are broken. Consequently, differences in environments and hardware specifications lead to varying connection and communication transmission stability, impairing the customer experience.

[0006] 2. As the application of intelligent robots in enterprise customer service platforms becomes increasingly important, whether customer service personnel can successfully access the intelligent robot functions has become a key point in providing services to customers. Unstable connection of cloud-based customer service platforms will affect customer service personnel's smooth application of intelligent robots in their operations. Summary of the Invention

[0007] In view of the above-mentioned shortcomings of the prior art, the purpose of the present invention is to provide a client platform building and communication service method and system based on personal mobile devices, which are used to solve the above technical problems arising in the prior art.

[0008] To achieve the above-mentioned objectives and other related objectives, the present invention provides a method for building a customer platform and providing communication services based on personal mobile devices, the method comprising: utilizing a cloud-based customer service platform to authorize one or more customer service personnel to build a customer platform, and generating download addresses of customer service platform applications respectively corresponding to the authorized service scope of each customer service personnel; sending a download request corresponding to a customer service personnel to the cloud-based customer service platform via a personal mobile device; the cloud-based customer service platform, upon determining that the customer service personnel corresponding to the download request has been authorized to build the customer platform, sends the download address corresponding to the customer service personnel; the personal mobile device accesses the download address, and after being determined by the cloud-based customer service platform to be a personal mobile device bound to the customer service personnel corresponding to the download address, downloads the corresponding customer service platform application, so as to deploy the customer service platform application on the personal mobile device; the personal mobile device establishes communication services with customers within the corresponding authorized service scope using the PSTN network through the customer service platform application deployed thereon.

[0009] In one embodiment of the present invention, the use of the cloud-based customer service platform to authorize one or more customer service personnel to build a customer platform, and generate download addresses for customer service platform applications set respectively corresponding to the authorized service scope of each customer service personnel, includes: based on the basic authorization information of each customer service personnel, using the cloud-based customer service platform to authorize one or more customer service personnel to build a customer platform; wherein, the basic authorization information includes: customer service personnel information, customer service personnel account information and mobile device information of the bound personal mobile device; using the cloud-based customer service platform to set up a customer service platform application corresponding to each customer service personnel based on the authorized service scope of each customer service personnel who authorizes to build the customer platform, and generate download addresses corresponding to each customer service platform application; wherein, the customer service platform application includes: service application modules corresponding to one or more service functions.

[0010] In one embodiment of the present invention, the customer service personnel account information includes: customer service personnel account and account password; the mobile device information includes: mobile device model and device number.

[0011] In one embodiment of the present invention, the sending of a download request corresponding to a customer service staff member to the cloud customer service platform via a personal mobile device includes: based on the input customer service staff account and account password, using the personal mobile device to determine whether the input customer service staff account and account password are correct; if it is determined to be correct, using the personal mobile device to send a download request corresponding to a customer service staff member based on the customer service staff account and account password.

[0012] In one embodiment of the present invention, the cloud-based customer service platform sends the download address corresponding to the customer service personnel when it is determined that the customer service personnel corresponding to the download request has been authorized by the customer platform, including: using the customer service personnel account information corresponding to a customer service personnel in the received download request by the cloud-based customer service platform to determine whether the customer service personnel has been authorized by the customer platform; and when it is determined that the customer service personnel has been authorized by the customer platform, sending the download address of the customer service platform application corresponding to the customer service personnel to the personal mobile device through the cloud-based customer service platform.

[0013] In one embodiment of the present invention, the personal mobile device accesses the download address and, after being determined by the cloud-based customer service platform to be the personal mobile device bound to the customer service personnel corresponding to the download address, downloads the corresponding customer service platform application, including: the personal mobile device accesses the download address and sends an access request carrying its own mobile device information; the cloud-based customer service platform determines, based on the mobile device information in the access request, whether the personal mobile device is bound to the customer service personnel corresponding to the download address; and when the cloud-based customer service platform determines that the personal mobile device is bound to the customer service personnel corresponding to the download address, the personal mobile device downloads the corresponding customer service platform application.

[0014] In one embodiment of the present invention, the service application module includes: an intelligent robot service application module, which is used to use an intelligent robot to establish a communication service with a customer through a PSTN network.

[0015] In one embodiment of the present invention, after downloading the corresponding customer service platform application, the personal mobile device generates a default communication audio storage path.

[0016] In one embodiment of the present invention, the personal mobile device obtains the communication audio between the customer service platform application deployed thereon and the customer by enabling the audio monitoring permission, and automatically stores the communication audio in the communication audio storage path.

[0017] To achieve the above-mentioned objectives and other related objectives, the present invention provides a customer platform building and communication service system based on personal mobile devices, the system comprising: a cloud-based customer service platform and a personal mobile device; wherein the cloud-based customer service platform authorizes one or more customer service personnel to build the customer platform, and generates download addresses of customer service platform applications set corresponding to the authorized service scope of each customer service personnel; the personal mobile device establishes a communication connection with the cloud-based customer service platform, and sends a download request corresponding to a customer service personnel to the cloud-based customer service platform; the cloud-based customer service platform sends a download address corresponding to the customer service personnel when it determines that the customer service personnel corresponding to the download request has been authorized to build the customer platform; the personal mobile device accesses the download address, and after being determined by the cloud-based customer service platform to be the personal mobile device bound to the customer service personnel corresponding to the download address, downloads the corresponding customer service platform application for deployment of the customer service platform application on the personal mobile device; the personal mobile device establishes communication services with customers within the corresponding authorized service scope using the PSTN network through the customer service platform application deployed thereon.

[0018] As described above, the method and system for building a customer platform and providing communication services based on personal mobile devices of the present invention have the following beneficial effects: the present invention deploys some cloud-based customer service platform functions to personal mobile devices by downloading, and does not need to maintain a connection with the cloud-based customer service platform. Only local personal mobile devices and personal mobile phone PSTN are required to complete communication and storage, breaking the network requirements for VoIP-based corporate communications; intelligent robots can also be called to interact with customers through applications deployed on personal devices. BRIEF DESCRIPTION OF THE DRAWINGS

[0019] Figure 1 Shown is a flow chart of a method for establishing a client platform and providing communication services based on a personal mobile device in one embodiment of the present invention.

[0020] Figure 2 Shown is a structural diagram of a client platform building and communication service system based on personal mobile devices in one embodiment of the present invention. DETAILED DESCRIPTION

[0021] The following describes the embodiments of the present invention through specific examples. Those skilled in the art can easily understand other advantages and effects of the present invention from the content disclosed in this specification. The present invention can also be implemented or applied through other different specific embodiments. The details in this specification can also be modified or changed based on different viewpoints and applications without departing from the spirit of the present invention. It should be noted that the following embodiments and features in the embodiments can be combined with each other unless they conflict.

[0022] It should be noted that in the following description, reference is made to the accompanying drawings, which describe several embodiments of the present invention. It should be understood that other embodiments may be used and that mechanical, structural, electrical and operational changes may be made without departing from the spirit and scope of the present invention. The following detailed description should not be considered restrictive, and the scope of the embodiments of the present invention is limited only by the claims of the published patents. The terms used herein are only for the purpose of describing specific embodiments and are not intended to limit the present invention. Spatially related terms, such as "upper", "lower", "left", "right", "below", "below", "lower", "above", "upper", etc., may be used in the text to facilitate the description of the relationship between one element or feature shown in the figure and another element or feature.

[0023] Throughout this specification, when a part is said to be "connected" to another part, this includes not only "direct connection" but also "indirect connection" with other elements interposed therebetween. Furthermore, when a part is said to "include" a certain component, unless otherwise stated, this does not exclude the other component but rather implies that the other component may be included.

[0024] The terms "first," "second," and "third" are used to describe various parts, components, regions, layers, and / or segments, but are not intended to be limiting. These terms are used solely to distinguish one part, component, region, layer, or segment from another. Therefore, a reference to a first part, component, region, layer, or segment below may also refer to a second part, component, region, layer, or segment without departing from the scope of the present invention.

[0025] Furthermore, as used herein, the singular forms "a", "an", and "the" are intended to include the plural forms as well, unless the context indicates otherwise. It should be further understood that the terms "comprise", "include" indicate the presence of the described features, operations, elements, components, items, kinds, and / or groups, but do not exclude the presence, occurrence, or addition of one or more other features, operations, elements, components, items, kinds, and / or groups. The terms "or" and "and / or" used herein are interpreted as inclusive, or mean any one or any combination. Thus, "A, B, or C" or "A, B, and / or C" means "any of the following: A; B; C; A and B; A and C; B and C; A, B, and C". Exceptions to this definition occur only when the combination of elements, functions, or operations is inherently mutually exclusive in some way.

[0026] In the current customer service platform and communication channel construction methods, enterprises provide customer service platforms deployed in the cloud: However, when the enterprise is unable to uniformly provide the physical environment, hardware equipment, etc. as the access conditions for logging into the customer service platform, other means must be used to ensure the stability of the enterprise's customer service personnel's access to and connection to the customer service platform and the intelligent robot applications therein, as well as to provide solutions for stable communication with customers.

[0027] Therefore, an embodiment of the present invention provides a method for building a customer platform and providing communication services based on personal mobile devices. Some cloud-based customer service platform functions are deployed to personal mobile devices by downloading, and there is no need to maintain a connection with the cloud-based customer service platform. Only local personal mobile devices and personal mobile phone PSTN are required to complete communication and storage, breaking the network requirements for VoIP-based corporate communications; intelligent robots can also be called through applications deployed on personal devices to interact with customers.

[0028] The following is a detailed description of the embodiments of the present invention with reference to the accompanying drawings so that those skilled in the art can easily implement the present invention. The present invention can be embodied in many different forms and is not limited to the embodiments described herein.

[0029] like Figure 1 , which is a flow chart showing a method for establishing a client platform and providing communication services based on a personal mobile device in an embodiment of the present invention.

[0030] The method comprises:

[0031] Step S11: Utilizing the cloud customer service platform to authorize one or more customer service personnel to build the customer platform, and generating a download address of the customer service platform application corresponding to the authorized service scope of each customer service personnel.

[0032] Specifically, each customer service representative has an authorized service scope, so that each customer service representative can perform one or more functional operations within the authorized service scope.

[0033] Optionally, step S11 includes:

[0034] Based on the basic authorization information of each customer service representative, one or more customer service representatives are authorized to build the customer platform using the cloud customer service platform; wherein the basic authorization information includes: customer service representative information (basic information such as name, department, and position), customer service representative account information, and mobile device information of bound network-connected personal mobile devices;

[0035] After authorization, the cloud-based customer service platform sets up customer service platform applications corresponding to each customer service personnel that can realize the authorized service scope functions based on the authorized service scope of each customer service personnel who is authorized to build the customer platform, and generates a download address for downloading each customer service platform application; wherein, the customer service platform application includes: service application modules corresponding to one or more service functions respectively.

[0036] Optionally, the customer service personnel account information includes: customer service personnel account and account password; the mobile device information includes: mobile device model and device number.

[0037] Optionally, the service application module includes: an intelligent robot service application module, which is used to use an intelligent robot to establish communication services with customers through the PSTN network; wherein, the ASR, NLU, NLG, TTS capabilities and interaction rules required for the intelligent robot to establish interaction are all stored in the intelligent robot service application module, and the interaction can be completed by simply calling the services in the personal device.

[0038] It should be noted that the intelligent robot mentioned here is usually an intelligent voice robot, which has the ability to interact with customers through voice interaction: one way to achieve interaction is as follows: the robot transcribes the audio of the customer's speech into text through speech recognition (ASR); the transcribed text is matched to the corresponding intent label through semantic understanding (NLP); based on the preset interaction rules and the matched intent label, the interaction result and the matching expression text (NLG) are output, and the expression text content is translated into audio through speech synthesis (TTS), and the audio is transmitted to the customer through the communication network; the customer can communicate and speak according to the audio output of the robot, thus forming the next round of interaction.

[0039] Through the above content, this application realizes the startup and interaction of intelligent robots on personal mobile devices.

[0040] Step S12: Sending a download request corresponding to a customer service staff to the cloud customer service platform via a personal mobile device.

[0041] Optionally, step S12 includes: based on the input customer service staff account and account password, using a personal mobile device to determine whether the input customer service staff account and account password are correct; specifically, entering the customer service staff account and account password on the corresponding APP, mini program or web page of the personal mobile device to log in, that is, determining whether the input customer service staff account and account password are correct. If so, log in to the customer service staff account of the customer service staff; if not, re-enter it.

[0042] If the judgment is correct, the communication connection established between the personal mobile device and the cloud service platform is used to send a download request corresponding to a customer service staff member generated based on the customer service staff account and account password to the cloud service platform.

[0043] Step S13: The cloud customer service platform sends the download address corresponding to the customer service personnel when it is determined that the customer service personnel corresponding to the download request has been authorized by the customer platform.

[0044] Optionally, step S13 includes:

[0045] The cloud customer service platform determines whether a customer service representative is authorized to establish the client platform based on the customer service representative account information corresponding to the customer service representative in the received download request; specifically, the cloud customer service platform receives the download request and queries whether the customer service representative is authorized to establish the client platform based on the customer service representative account information of the customer service representative in the download request; if so, sends a download address; if not, sends an unauthorized warning signal;

[0046] If it is determined that the customer service personnel has been authorized to establish the customer platform, a download address of the customer service platform application corresponding to the customer service personnel is sent to the personal mobile device;

[0047] It should be noted that the cloud-based customer service platform stores customer platform setup authorization data corresponding to each authorized customer service representative; this customer platform setup authorization data includes customer service representative information, customer service representative account information, mobile device information of the bound personal mobile device, and the download address of the corresponding customer service platform application. The cloud-based customer service platform determines whether the customer service representative is authorized to setup the customer platform based on the customer service representative's customer platform setup authorization data and sends the download address of the customer service platform application corresponding to the customer service representative to the personal mobile device.

[0048] Step S14: The personal mobile device accesses the download address, and after being determined by the cloud customer service platform to be the personal mobile device bound to the customer service personnel corresponding to the download address, the corresponding customer service platform application is downloaded for deployment on the personal mobile device.

[0049] Optionally, step S14 includes:

[0050] The personal mobile device accesses the download address and sends an access request carrying its own mobile device information;

[0051] Determining, by the cloud customer service platform, whether the personal mobile device is bound to the customer service representative corresponding to the download address based on the mobile device information in the access request; specifically, comparing the mobile device information of the customer service representative's customer platform authorization data with the mobile device information in the access request to determine whether the personal mobile device is bound to the customer service representative corresponding to the download address; if the comparison is consistent, the personal mobile device is bound; if not, the personal mobile device is not bound and cannot be downloaded;

[0052] When the cloud customer service platform determines that the personal mobile device is bound to the customer service person corresponding to the download address, the personal mobile device is allowed to download, that is, the personal mobile device downloads the corresponding customer service platform application.

[0053] Step S15: The personal mobile device establishes a communication service with the customer within the corresponding authorized service range using the PSTN network through the customer service platform application deployed thereon.

[0054] Specifically, when the enterprise customer service staff establishes communication through the customer service platform application, they can contact customers through the PSTN. It should be noted that the personal mobile device also needs to enter the customer service staff account information to log in when using the customer service platform application deployed on it.

[0055] Optionally, after downloading the corresponding customer service platform application, the personal mobile device generates a default communication audio storage path for storing audio used in communications with customers through the customer service platform application.

[0056] Optionally, the personal mobile device can enable audio monitoring permissions to capture audio communications between the customer service platform application deployed on it and the customer, and automatically store the audio communications in the audio storage path. Obtaining the interaction process and results of the intelligent robot: Enterprise customer service personnel can monitor the interaction process of the intelligent robot in real time and can also access historical audio by accessing the storage path.

[0057] For example, within the scope of authorized services, the communication content between the intelligent robot and the customer can be obtained by customer service personnel, who can monitor the robot's communication behavior during the communication process or read the robot's communication results after the communication ends.

[0058] In order to better describe the client platform construction and communication service method based on personal mobile devices, the following specific embodiments are provided for illustration;

[0059] Example 1: A customer service platform based on personal mobile devices and its communication channels and intelligent service construction method;

[0060] The method comprises:

[0061] 1. Complete customer service platform authorization: Customer service platform administrators can still set up authorization on the platform. In addition to the basic customer service staff information and account password required for traditional authorization, they must also authorize the information of the customer service staff's internet-connected mobile device, including the mobile device model and device number.

[0062] 2. Customer Service Platform Deployment: The Customer Service Platform can be deployed to personal mobile devices via download. The Customer Service Platform will generate a download URL. After the mobile device is connected to the network, it can access the download URL. After the mobile device information is verified, the functions authorized for use by the Customer Service Platform on the mobile device will be integrated into a unique application and downloaded to the mobile device. This application can only be logged in using the account and password authorized by the mobile device application.

[0063] 3. Set the default storage path: After downloading the customer service platform application, it can generate a corresponding default storage path for audio storage.

[0064] 4. Intelligent application deployment: If the customer service staff and their corresponding personal devices authorize the use of the intelligent robot, the intelligent robot will be downloaded to the personal mobile device simultaneously during the download on the customer service platform.

[0065] 5. Establishment of communication channels: When establishing communications, corporate customer service personnel can contact customers through PSTN.

[0066] 6. Intelligent Robot Interaction: Enterprise customer service personnel can use applications deployed on personal devices to call intelligent robots to interact with customers. Intelligent robots use the PSTN network to establish communication with customers. The ASR, NLU, NLG, TTS capabilities and interaction rules required for interaction are all downloaded into the application. Customer service personnel only need to call the services on their personal devices to complete the interaction.

[0067] 7. Information storage through personal mobile devices: The interaction content between corporate customer service personnel and users can be obtained by enabling the audio monitoring permission on the mobile device. After the call ends, the audio information can be automatically stored in the corresponding path of the personal mobile device; the interaction process and results of the intelligent robot can also be known: corporate customer service personnel can know the interaction process of the intelligent robot in real time through real-time monitoring, and can also obtain historical audio by accessing the storage path.

[0068] This embodiment does not need to maintain a connection with the cloud customer service platform. Only local personal mobile devices and personal mobile phone PSTN are needed to complete communication and storage, breaking the network requirements of VoIP-based enterprise communications; through application download, some customer service platform functions are deployed to personal mobile devices, including smart robot functions, and the startup and interaction of smart robots are realized on personal mobile devices.

[0069] Similar to the principles of the above embodiments, the present invention provides a client platform building and communication service system based on personal mobile devices.

[0070] The following provides specific embodiments in conjunction with the accompanying drawings:

[0071] like Figure 2 A structural diagram of a client platform building and communication service system based on personal mobile devices in an embodiment of the present invention is shown.

[0072] The structure includes: a cloud customer service platform 21 and a personal mobile device 22;

[0073] Among them, the cloud customer service platform 21 authorizes one or more customer service personnel to build a customer platform, and generates a download address of a customer service platform application set according to the authorized service scope of each customer service personnel; the personal mobile device 22 establishes a communication connection with the cloud customer service platform 21, and sends a download request corresponding to a customer service personnel to the cloud customer service platform 21; the cloud customer service platform 21 sends the download address corresponding to the customer service personnel to the personal mobile device 22 when it determines that the customer service personnel corresponding to the download request has been authorized to build the customer platform; the personal mobile device 22 accesses the download address, and after being determined by the cloud customer service platform 22 to be the personal mobile device bound to the customer service personnel corresponding to the download address, downloads the corresponding customer service platform application 23 for deployment of the customer service platform application 23 on the personal mobile device; the personal mobile device 22 establishes communication services with customers within the corresponding authorized service scope using the PSTN network through the customer service platform application 23 deployed thereon.

[0074] Optionally, the cloud customer service platform 21 authorizes one or more customer service personnel to build a customer platform based on the basic authorization information of each customer service personnel; wherein the basic authorization information includes: customer service personnel information, customer service personnel account information, and mobile device information of the bound personal mobile device;

[0075] The cloud-based customer service platform 21 sets a customer service platform application corresponding to each customer service personnel based on the authorized service scope of each customer service personnel who is authorized to build the customer platform, and generates a download address for downloading each customer service platform application; wherein, the customer service platform application includes: a service application module corresponding to one or more service functions.

[0076] Optionally, the customer service personnel account information includes: customer service personnel account and account password; the mobile device information includes: mobile device model and device number.

[0077] Optionally, the personal mobile device 22 determines whether the entered customer service personnel account and account password are correct based on the entered customer service personnel account and account password; if it is judged to be correct, a download request corresponding to a customer service personnel will be sent based on the customer service personnel account and account password.

[0078] Optionally, the cloud customer service platform 21 determines whether a customer service staff member is authorized to set up the customer platform through the customer service staff account information corresponding to the customer service staff member in the received download request; if it is determined that the customer service staff member has been authorized to set up the customer platform, the download address of the customer service platform application 23 corresponding to the customer service staff member is sent to the personal mobile device 21.

[0079] Optionally, the personal mobile device 22 accesses the download address and sends an access request carrying its own mobile device information; the cloud customer service platform 21 determines whether the personal mobile device 21 is bound to the customer service personnel corresponding to the download address based on the mobile device information in the access request; when the cloud customer service platform 21 determines that the personal mobile device 21 is bound to the customer service personnel corresponding to the download address, the personal mobile device 22 downloads the corresponding customer service platform application 23.

[0080] Optionally, the service application module includes: an intelligent robot service application module, which is used to use an intelligent robot to establish communication services with customers through the PSTN network.

[0081] Optionally, the personal mobile device 22 generates a default communication audio storage path after downloading the corresponding customer service platform application.

[0082] Optionally, the personal mobile device 22 obtains the communication audio between the customer service platform application 23 deployed thereon and the customer by turning on the audio monitoring permission, and automatically stores the communication audio in the communication audio storage path.

[0083] In summary, the present invention provides a method and system for establishing a customer platform and providing communication services based on personal mobile devices. This method deploys some cloud-based customer service platform functions to personal mobile devices via download. This eliminates the need for a connection to the cloud-based customer service platform, requiring only the local personal mobile device and the PSTN network of the personal mobile phone for communication and storage. This eliminates the network requirements for VoIP-based enterprise communications. Furthermore, applications deployed on personal devices can be used to invoke intelligent robots to interact with customers. Therefore, this invention effectively overcomes the shortcomings of existing technologies and possesses high industrial value.

[0084] The above embodiments are merely illustrative of the principles and effects of the present invention and are not intended to limit the present invention. Anyone skilled in the art may modify or alter the above embodiments without departing from the spirit and scope of the present invention. Therefore, any equivalent modifications or alterations made by one of ordinary skill in the art without departing from the spirit and technical principles disclosed herein are intended to be covered by the claims of the present invention.

Claims

1. A method for building a client platform and providing communication services based on personal mobile devices, characterized in that: The method includes: using a cloud customer service platform to authorize one or more customer service personnel to build a customer platform, and generating a download address of a customer service platform application program corresponding to the authorized service scope of each customer service personnel; Sending a download request corresponding to a customer service representative to the cloud customer service platform via a personal mobile device; The cloud customer service platform sends the download address corresponding to the customer service personnel when it is determined that the customer service personnel corresponding to the download request has been authorized by the customer platform; The personal mobile device accesses the download address and, after being determined by the cloud customer service platform to be the personal mobile device bound to the customer service personnel corresponding to the download address, downloads the corresponding customer service platform application for deployment on the personal mobile device; The personal mobile device establishes a communication service with the customer within the corresponding authorized service range using the PSTN network through the customer service platform application deployed thereon; wherein, based on the basic authorization information of each customer service personnel, a cloud-based customer service platform is used to authorize one or more customer service personnel to establish a customer platform; wherein, the basic authorization information includes: customer service personnel information, customer service personnel account information, and mobile device information of a bound personal mobile device; the cloud-based customer service platform is used to set a customer service platform application corresponding to each customer service personnel based on the authorized service scope of each customer service personnel who is authorized to establish the customer platform, and to generate a download address for each customer service platform application; the customer service platform application includes: service application modules corresponding to one or more service functions; the service application modules include: an intelligent robot service application module for establishing a communication service with a customer via a PSTN network using an intelligent robot; After downloading the corresponding customer service platform application, the personal mobile device generates a default communication audio storage path.

2. The method for establishing a client platform and providing communication services based on a personal mobile device according to claim 1, characterized in that: The customer service personnel account information includes: customer service personnel account and account password; the mobile device information includes: mobile device model and device number.

3. The method for establishing a client platform and providing communication services based on a personal mobile device according to claim 2, characterized in that: The sending of a download request corresponding to a customer service staff to the cloud customer service platform via a personal mobile device includes: Based on the customer service personnel account and password entered, use a personal mobile device to determine whether the customer service personnel account and password entered are correct; If the judgment is correct, the personal mobile device will be used to send a download request to a corresponding customer service staff based on the customer service staff account and account password.

4. The method for establishing a client platform and providing communication services based on a personal mobile device according to claim 1, characterized in that: The cloud customer service platform sends the download address corresponding to the customer service personnel when determining that the customer service personnel corresponding to the download request has been authorized by the customer platform. Using the cloud customer service platform to determine whether a customer service staff member is authorized to set up the customer platform through the customer service staff member account information corresponding to the customer service staff member in the received download request; When it is determined that the customer service personnel has been authorized to establish the customer platform, the download address of the customer service platform application corresponding to the customer service personnel is sent to the personal mobile device via the cloud customer service platform.

5. The method for establishing a client platform and providing communication services based on a personal mobile device according to claim 1, characterized in that: The step of accessing the download address by the personal mobile device and downloading the corresponding customer service platform application after the cloud customer service platform determines that the personal mobile device is a personal mobile device bound to the customer service personnel corresponding to the download address includes: The personal mobile device accesses the download address and sends an access request carrying its own mobile device information; Determining, by the cloud customer service platform, whether the personal mobile device is bound to the customer service person corresponding to the download address based on the mobile device information in the access request; When the cloud customer service platform determines that the personal mobile device is bound to the customer service person corresponding to the download address, the personal mobile device downloads the corresponding customer service platform application.

6. The method for establishing a client platform and providing communication services based on personal mobile devices according to claim 1, characterized in that: The personal mobile device obtains the communication audio between the customer service platform application deployed thereon and the customer by turning on the audio monitoring permission, and automatically stores the communication audio in the communication audio storage path.

7. A customer platform building and communication service system based on personal mobile devices, characterized in that: The system comprises: Cloud-based customer service platforms and personal mobile devices; Among them, the cloud customer service platform authorizes one or more customer service personnel to build the customer platform, and generates download addresses of customer service platform applications set corresponding to the authorized service scope of each customer service personnel; the personal mobile device establishes a communication connection with the cloud customer service platform, and sends a download request corresponding to a customer service personnel to the cloud customer service platform; the cloud customer service platform, upon determining that the customer service personnel corresponding to the download request has been authorized to build the customer platform, sends the download address corresponding to the customer service personnel; the personal mobile device accesses the download address, and after being determined by the cloud customer service platform to be the personal mobile device bound to the customer service personnel corresponding to the download address, downloads the corresponding customer service platform application for deployment of the customer service platform application on the personal mobile device; the personal mobile device establishes communication services with the customer within the corresponding authorized service scope using the PSTN network through the customer service platform application deployed thereon; wherein, based on the basic authorization information of each customer service personnel, a cloud-based customer service platform is used to authorize one or more customer service personnel to establish a customer platform; wherein, the basic authorization information includes: customer service personnel information, customer service personnel account information, and mobile device information of a bound personal mobile device; the cloud-based customer service platform is used to set a customer service platform application corresponding to each customer service personnel based on the authorized service scope of each customer service personnel who is authorized to establish the customer platform, and to generate a download address for each customer service platform application; the customer service platform application includes: service application modules corresponding to one or more service functions; the service application modules include: an intelligent robot service application module for establishing a communication service with a customer via a PSTN network using an intelligent robot; After downloading the corresponding customer service platform application, the personal mobile device generates a default communication audio storage path.

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