Customer service hotline interaction method, electronic device, and storage medium

Abstract

The present disclosure provides a customer service hotline interaction method, an electronic device and a storage medium, belonging to the field of mobile communication technology. The core network determines the corresponding service end in response to the user terminal dialing the customer service number, and obtains the customer service channel information corresponding to the user terminal, such as voice channel navigation information, network address information, etc. The voice channel navigation information indicates the voice customer service interaction channel provided by the service end, and the network address information supports the construction of a network customer service interaction channel between the user terminal and the service terminal. Then, after obtaining the voice channel navigation information, it is sent to the user terminal, and the navigation target information returned by the user terminal is received to determine the voice customer service interaction channel selected by the user terminal. Then, based on the navigation target information and the network address information, the customer service interaction channel is established between the user terminal and the service end. This method can realize the identification, switching or synchronous access of the customer service voice and network customer service interaction channels through one-key dialing, and improves the communication efficiency and effect when the two channels are synchronously accessed.

Description

Technical Field

[0001] This disclosure belongs to the field of mobile communication technology, specifically relating to a customer service hotline interaction method, electronic device, and storage medium. Background Technology

[0002] To improve service quality and ensure stable and efficient operations, businesses typically provide support to users through various independent channels, such as voice hotlines and online customer service. Users can access voice customer service by calling the hotline, or access online customer service through apps, official accounts, etc., and communicate via text, images, or online video.

[0003] However, among the aforementioned customer service channels, voice customer service guides users to select the service they need through button prompts and requires listening to and recording user questions to determine the necessary support. This lack of direct and explicit information exchange results in low communication efficiency. When further video interaction is required, voice customer service necessitates reconnecting to online customer service via SMS links, mobile apps, or official accounts, a cumbersome process. Furthermore, since online and voice customer service operate on separate channels, interruptions in voice communication followed by reconnection via online customer service typically require reviving the original issue, significantly impacting communication efficiency. Online customer service access requires access through company-provided portals such as customer service links, social media accounts, and mobile apps, which are cumbersome, have high learning curves, poor versatility, and low adoption rates. Summary of the Invention

[0004] The purpose of this disclosure is to provide a customer service hotline interaction method, electronic device, and storage medium that can solve the problems of low communication efficiency, cumbersome operation, high learning cost, poor versatility, and low adoption rate in customer service hotline interactions.

[0005] To solve the above-mentioned technical problems, this disclosure is implemented as follows:

[0006] In a first aspect, this disclosure provides a customer service hotline interaction method, which can be applied to a core network. The method may include: in response to a customer service number dialed by a user terminal, determining the server corresponding to the customer service number; obtaining customer service channel information corresponding to the user terminal, the customer service channel information being used to construct a customer service interaction channel, the customer service channel information including at least one of voice channel navigation information and network address information, the voice channel navigation information indicating at least one voice customer service interaction channel provided by the server to the user terminal, and the network address information being used to support the construction of a network customer service interaction channel between the user terminal and the server; if the customer service interaction information includes voice channel navigation information, sending the voice channel navigation information to the user terminal and receiving navigation target information returned by the user terminal based on the voice channel navigation information, the navigation target information being used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information; and establishing a customer service interaction channel between the user terminal and the server based on at least one of the navigation target information and network address information.

[0007] Optionally, before receiving the customer service number dialed by the user terminal, the method further includes: determining the access method supported by the user terminal based on the access information reported by the user terminal, wherein the access information is used to indicate the access method supported by the user terminal, and the access method includes at least one of voice access and network access; and obtaining the customer service channel information corresponding to the user terminal, including: obtaining the customer service channel information corresponding to the customer service interaction channel supported by the access method.

[0008] Optionally, obtaining customer service channel information corresponding to the customer service interaction channels supported by the access method includes: obtaining voice channel navigation information corresponding to the user terminal when the access method includes voice access; and obtaining network address information corresponding to the user terminal when the access method includes network access.

[0009] Optionally, the access method is voice access and network access. Based on at least one of navigation target information and network address information, a customer service interaction channel is established between the user terminal and the server, including: obtaining the terminal identifier of the user terminal; establishing a voice customer service interaction channel between the user terminal and the server based on the navigation target information; establishing a network customer service interaction channel between the user terminal and the server based on the network address information; and merging the voice customer service interaction channel and the network customer service interaction channel based on the terminal identifier.

[0010] Optionally, the access method is voice access, and a customer service interaction channel is established between the user terminal and the server based on at least one of navigation target information and network address information, including: establishing a voice customer service interaction channel between the user terminal and the server based on navigation target information.

[0011] Optionally, in response to a customer service number dialed by a user terminal, determining the server corresponding to the customer service number includes: in response to a customer service number dialed by a user terminal, sending customer service information corresponding to the user terminal to the server corresponding to the customer number, wherein the customer service information includes at least one of voice customer service information and online customer service information; and upon receiving a response from the server to the customer service information, determining that the server corresponds to the customer service number.

[0012] Secondly, this disclosure also provides a customer service hotline interaction method, which can be applied to a user terminal. The method may include: dialing a customer service number to the core network, so that the core network determines the corresponding server based on the customer service number and obtains customer service channel information corresponding to the user terminal; the customer service channel information is used to construct a customer service interaction channel; the customer service channel information includes at least one of voice channel navigation information and network address information; the voice channel navigation information indicates at least one voice customer service interaction channel provided by the server to the user terminal; the network address information is used to support the construction of a network customer service interaction channel between the user terminal and the server; if the customer service interaction information includes voice channel navigation information, receiving the voice channel navigation information sent by the core network; displaying a navigation identifier corresponding to the voice customer service interaction channel based on the voice channel navigation information; in response to a selection operation on the navigation identifier, sending navigation target information to the core network, the navigation target information indicating the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information; and establishing a customer service interaction channel with the server through the core network based on at least one of the navigation target information and network address information.

[0013] Thirdly, this disclosure also provides a customer service hotline interaction method, which can be applied to the server side. The method may include: establishing a customer service interaction channel with a user terminal through the core network based on at least one of navigation target information and network address information; the navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information; the voice channel navigation information indicates at least one voice customer service interaction channel provided by the server to the user terminal; the network address information is used to support the construction of a network customer service interaction channel between the user terminal and the server; the voice channel navigation information and the network address information are obtained by the core network in response to the user terminal dialing a customer service number and determining the server corresponding to the customer service number.

[0014] Fourthly, this disclosure provides an electronic device including a processor, a memory, and a program or instructions stored in the memory and executable on the processor, wherein the program or instructions, when executed by the processor, implement the steps of the customer service hotline interaction method as described in the first, second, or third aspects.

[0015] Fifthly, this disclosure provides a readable storage medium on which a program or instructions are stored, which, when executed by a processor, implement the steps of the customer service hotline interaction method as described in the first, second, or third aspects.

[0016] In a sixth aspect, this disclosure provides a chip including a processor and a communication interface coupled to the processor, the processor being used to run programs or instructions to implement the steps of the customer service hotline interaction method as described in the first, second, or third aspects.

[0017] In a seventh aspect, this disclosure provides a computer program product containing instructions that, when run on a computer, causes the computer to perform steps such as implementing the customer service hotline interaction method as described in the first, second, or third aspects.

[0018] This disclosure provides a customer service hotline interaction method. In response to a customer service number dialed by a user terminal, the core network can determine the corresponding server and obtain customer service channel information corresponding to the user terminal, including voice channel navigation information and network address information. The voice channel navigation information can indicate the voice customer service interaction channel provided by the server to the user terminal, and the network address information is used to support the construction of a network customer service interaction channel between the user terminal and the server terminal. When the customer service interaction information includes voice channel navigation information, the core network sends the voice channel navigation information to the user terminal and receives navigation target information returned by the user terminal. The navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information. Then, based on at least one of the navigation target information and network address information, a customer service interaction channel is established between the user terminal and the server. In this method, the core network responds to the customer service number dialed by the user terminal, enabling the identification, switching, or simultaneous access of customer service voice and online customer service interaction channels. This establishes a seamless connection between voice and online customer service, eliminating the need for different companies to provide corresponding ports to the user terminal. The user terminal only needs to dial with one click, resulting in simple operation, high access efficiency, low learning costs, and good feasibility. This effectively improves versatility and adoption. Furthermore, simultaneous access via dual channels allows for more intuitive and explicit information exchange, significantly enhancing communication efficiency and effectiveness. On the server side, voice and online customer service resources can be integrated, resulting in low modification and maintenance costs. It also avoids the significant manual costs associated with voice semantic training. Simply connecting to the core network allows for seamless communication between voice and online customer service channels, facilitating hotline interaction with the user terminal. Attached Figure Description

[0019] Figure 1 A schematic diagram of the existing customer service access process provided in an embodiment of this disclosure is shown;

[0020] Figure 2This is one of the flowcharts of the customer service hotline interaction method provided in the embodiments of this disclosure;

[0021] Figure 3 The second flowchart of the customer service hotline interaction method provided in this embodiment of the disclosure;

[0022] Figure 4 The third step of the customer service hotline interaction method provided in this embodiment of the disclosure;

[0023] Figure 5 One of the flowcharts of the customer service hotline interaction method provided in this embodiment of the disclosure;

[0024] Figure 6 A second flowchart illustrating the customer service hotline interaction method provided in this embodiment of the disclosure;

[0025] Figure 7 The third flowchart illustrating the customer service hotline interaction method provided in this embodiment of the disclosure;

[0026] Figure 8 This is a schematic diagram of the structure of an electronic device provided in an embodiment of the present disclosure;

[0027] Figure 9 This is a hardware schematic diagram of an electronic device provided in an embodiment of the present disclosure. Detailed Implementation

[0028] The technical solutions of the embodiments of this disclosure will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some, not all, of the embodiments of this disclosure. Based on the embodiments of this disclosure, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of this disclosure.

[0029] The terms "first," "second," etc., used in this disclosure and in the claims are used to distinguish similar objects and not to describe a specific order or sequence. It should be understood that such use of data can be interchanged where appropriate so that embodiments of this disclosure can be implemented in orders other than those illustrated or described herein, and the objects distinguished by "first," "second," etc., are generally of the same class and the number of objects is not limited; for example, a first object can be one or more. Furthermore, in the specification and claims, "and / or" indicates at least one of the connected objects, and the character " / " generally indicates that the preceding and following objects are in an "or" relationship.

[0030] Figure 1 This illustration shows a schematic diagram of an existing customer service access process provided in an embodiment of this disclosure, such as... Figure 1As shown, enterprises can build call center systems and IM (Instant Messaging) customer service systems separately. User terminals can dial from a hotline number to access the call center system via voice; alternatively, they can download and install enterprise clients A, B, and C provided by the enterprise, or follow the enterprise's official WeChat account M on a social media platform and access the IM customer service system via network channels through the client or the official account. It can be seen that currently, call center systems can achieve voice customer service interaction, and IM customer service systems can achieve network customer service interaction. However, these different customer service interaction methods belong to independent channels. Voice customer service interaction is simple to operate, but the information exchange method is limited, resulting in low communication efficiency. Network customer service interaction is cumbersome to operate, has a high learning cost, poor versatility, and low adoption rate. Furthermore, switching from voice customer service interaction to network customer service interaction requires a cumbersome switching operation.

[0031] This disclosure provides a customer service hotline interaction method that, based on the core network, assists user terminals and servers in identifying, switching, and synchronously accessing voice customer service channels and network customer service channels. This effectively improves the efficiency of customer service access and information exchange, and reduces the construction and maintenance costs of the customer service platform.

[0032] The signaling interoperability provided by the embodiments of this disclosure will be described in detail below with reference to the accompanying drawings, through specific implementations and application scenarios.

[0033] Figure 2 This is one of the flowcharts of a customer service hotline interaction method provided in this embodiment of the disclosure, which can be applied to the core network.

[0034] The core network (CN) is responsible for data processing and distribution within the network, enabling information routing and exchange. In this embodiment, a customer service hotline function or platform can be integrated into the core network. The integrated customer service hotline function or platform can then be used to sign in the corresponding voice and web customer service functions of each server. Upon receiving a customer service number dialed from a user terminal, the corresponding server can be determined by parsing the number. Information is then transmitted between the user terminal and the server, establishing a channel to achieve the identification, switching, and synchronous access of voice and web customer service. Specifically, for example... Figure 2 As shown, the method may include the following steps 201 to 204.

[0035] Step 201: In response to the customer service number dialed by the user terminal, determine the server corresponding to the customer service number.

[0036] The customer service number is provided by the server and can be dialed to access the server for customer service interaction. In practical applications, the user terminal can dial the customer service number to call the corresponding server for customer service interaction. In this embodiment, the core network integrates the customer service hotline function, which can respond to the customer service number dialed by the user, parse the customer service number to determine the server corresponding to the customer service number, and thus determine the server called by the user terminal.

[0037] In this embodiment, the server can be a platform, terminal, system, etc., that supports customer service. Each server can pre-sign up the customer service hotline function integrated into the core network and provide a corresponding customer service number. After the core network parses the customer service number, it can match the corresponding server among the pre-signed servers. Each server can support at least one customer service interaction method, such as supporting only voice customer service interaction, only network customer service interaction, or both. Based on supporting voice customer service interaction, the server has the function of voice channel parsing and establishing a voice customer service interaction channel; based on supporting network customer service interaction, the server has the function of network protocol parsing and establishing a network customer service interaction channel.

[0038] Step 202: Obtain the customer service channel information corresponding to the user terminal. The customer service channel information is used to construct the customer service interaction channel. The customer service channel information includes at least one of voice channel navigation information and network address information. The voice channel navigation information indicates at least one voice customer service interaction channel provided by the server to the user terminal. The network address information is used to support the construction of a network customer service interaction channel between the user terminal and the server.

[0039] In this embodiment, the core network, based on the user terminal and the server, can obtain the customer service channel information corresponding to the user terminal. The customer service channel information is used to determine the customer service interaction channel required for customer service interaction between the user terminal and the server. It also supports authentication during the construction of the customer service interaction channel, maintenance of the customer service interaction channel during customer service interaction, and release of the customer service interaction channel after customer service interaction. The customer service channel information may include voice channel navigation information, network address information, etc. The voice channel navigation information can indicate the voice customer service interaction channel provided by the server to the user terminal, and the network address information is used to support the construction of a network customer service interaction channel between the user terminal and the server. Specifically, it can construct voice customer service interaction channels and / or network customer service interaction channels for different service types such as user information services, account recharge services, and after-sales fault services.

[0040] Step 203: If the customer service interaction information includes voice channel navigation information, send the voice channel navigation information to the user terminal and receive the navigation target information returned by the user terminal based on the voice channel navigation information. The navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information.

[0041] In this embodiment of the disclosure, when the customer service interaction information includes voice channel navigation information, it indicates that a voice customer service interaction channel needs to be established between the user terminal and the server. The voice channel navigation information indicates the voice customer service interaction channels that the server can provide to the user terminal. Therefore, the voice channel navigation information can be sent to the user terminal so that the user terminal can select from the voice customer service interaction channels provided by the server based on the voice channel navigation information and return the corresponding navigation target information. The core network then receives the navigation target information returned by the user terminal based on the voice channel navigation information to determine the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information.

[0042] Step 204: Based on at least one of the navigation target information and network address information, establish a customer service interaction channel between the user terminal and the server.

[0043] In this embodiment, the core network can use the customer service navigation information to perform handshakes, authentication, and construction of corresponding customer service interaction channels between user terminals and service terminals, thereby establishing corresponding customer service interaction channels between user terminals and servers to realize customer service hotline interaction. This customer service interaction channel can be a voice customer service interaction channel, a network customer service interaction channel, or a combination of both, thus enabling bidirectional access to both voice and network customer service simultaneously with the support of the core network.

[0044] Figure 3 This is a second flowchart illustrating the steps of a customer service hotline interaction method provided in this embodiment of the disclosure. This method can be applied to the core network. The method may include steps 301 to 311.

[0045] Step 301: Based on the access information reported by the user terminal, determine the access methods supported by the user terminal. The access information is used to indicate the access methods supported by the user terminal. The access methods include at least one of voice access and network access.

[0046] User terminals may support different access methods depending on device configuration and network status. For example, some terminals may not support network access due to unsuitable hardware or poor network conditions, supporting only voice access. Alternatively, some terminals may not support voice access due to user settings, supporting only network access. To better adapt to the actual situation of user terminals, improve customer service access efficiency, and avoid resource waste, access information reported by user terminals can be received first. This access information can indicate the access methods supported by the user terminal. For example, if the user terminal supports voice access, the access information will indicate that the user terminal only supports voice access; the same logic applies to network access, or voice access and network access.

[0047] In this embodiment of the disclosure, access information can be predefined by the core network and distributed to the user terminal, so that the user terminal can determine the access information based on its own support status for the access method according to the definition and send it to the core network. Then the core network can determine the access method supported by the user terminal based on the access information. Alternatively, the core network can pre-store the correspondence between device information such as device type, model, and function and the supported access methods, so that the user terminal can report device information as access information, so that the core network can determine the access method supported by the user terminal.

[0048] Step 302: In response to the customer service number dialed by the user terminal, send the customer service information corresponding to the user terminal to the server corresponding to the customer number. The customer service information includes at least one of voice customer service information and online customer service information.

[0049] In this embodiment of the disclosure, the core network responds to a customer service number dialed by a user terminal by parsing the customer service number to determine the corresponding server among the registered servers. Based on this, it can also send customer service information from the user terminal to the server. This customer service information can indicate the user terminal requesting the customer service service and the requested service. For example, the customer service information may include voice customer service information, instructing the user terminal to request voice customer service interaction with the server, or it may include network customer service information, instructing the user terminal to request network customer service interaction with the server.

[0050] Specifically, the user terminal requesting customer service can be identified by obtaining the user terminal's terminal identifier or other terminal information, such as the user terminal's registration information on the server side.

[0051] Step 303: Upon receiving the server's response information regarding customer service business information, confirm that the server corresponds to the customer service number.

[0052] The core network can confirm with the server, through customer service information, whether it supports providing the requested customer service to the user terminal. If the server refuses or fails to respond within a timeout period, it can be assumed that the server does not support providing the requested customer service to the user terminal. In this case, it can return information such as customer service call failure, customer call rejection, or no response to the customer service call to the user terminal. Upon receiving the server's response to the customer service information, it can determine that the server supports providing the requested customer service to the user terminal, thus confirming the correspondence between the server and the customer service number dialed by the user terminal. Based on this, the core network can establish an interconnection with the corresponding customer service interaction function of the server to support the exchange of information during subsequent channel handshake processes.

[0053] Step 304: Obtain customer service channel information corresponding to the customer service interaction channel supported by the access method. The customer service channel information is used to construct the customer service interaction channel. The customer service channel information includes at least one of voice channel navigation information and network address information. The voice channel navigation information indicates at least one voice customer service interaction channel provided by the server to the user terminal. The network address information is used to support the construction of a network customer service interaction channel between the user terminal and the server.

[0054] In this embodiment of the disclosure, when determining the access method supported by the user terminal, the corresponding customer service channel information can be obtained according to the customer service interaction channel required by the access method. Based on the customer service channel information, a customer service interaction channel supported by the user terminal's access method can be constructed, such as customer service channel information for voice access corresponding to a voice customer service interaction channel, and customer service channel information for network access corresponding to a network customer service interaction channel. For details, please refer to the relevant description in step 202 above; to avoid repetition, it will not be repeated here.

[0055] In an optional embodiment of the method disclosed herein, step 304 specifically includes the following steps A1 to A2.

[0056] Step A1: When the access method includes voice access, obtain the voice channel navigation information corresponding to the user terminal.

[0057] In this embodiment, the user terminal may support one or more access methods. When the user terminal's access method includes voice access, the corresponding voice channel navigation information can be obtained. This voice channel navigation information may be provided by the server and supports channel navigation information for user terminal voice customer service interaction. The voice channel navigation information is used to classify and categorize customer service services. For example, it may include categories such as call charge inquiry and recharge, fault reporting, and business consultation. Under the call charge recharge category, it may include subcategories such as call charge inquiry and recharge. Under the fault reporting category, it may include subcategories such as broadband faults and landline faults.

[0058] Step A2: If the access method includes network access, obtain the network address information corresponding to the user terminal.

[0059] When the user terminal's access method includes network access, the network address information corresponding to the user terminal can be obtained. This network address information is used to build a network customer service interaction channel in the mobile network, and can be the user terminal's IP (Internet Protocol) address.

[0060] In an optional embodiment of the method disclosed herein, the access information indicates that the user terminal supports both voice access and network access. After step 304, the method further includes:

[0061] Step 305: If the customer service interaction information includes voice channel navigation information, send the voice channel navigation information to the user terminal and receive the navigation target information returned by the user terminal based on the voice channel navigation information. The navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information.

[0062] In this embodiment of the disclosure, step 305 can be referred to the relevant description of step 203 above. To avoid repetition, it will not be repeated here.

[0063] Step 306: Obtain the terminal identifier of the user terminal.

[0064] Step 307: Based on the navigation target information, establish a voice customer service interaction channel between the user terminal and the server.

[0065] Step 308: Based on network address information, establish a network customer service interaction channel between the user terminal and the server.

[0066] Step 309: Based on the terminal identifier, merge the voice customer service interaction channel and the network customer service interaction channel.

[0067] In this embodiment, the terminal identifier refers to an identifier that uniquely identifies the user terminal. It can be identity information pre-registered in the core network, or a transformation or obfuscation of the user terminal's IMEI (International Mobile Equipment Identity) or MAC (Media Access Control) address. The core network can route and distribute information between the user terminal and the server based on navigation target information, enabling mutual authentication and handshake to establish a voice customer service interaction channel. It can also establish a network customer service interaction channel based on network address information. Furthermore, the voice customer service interaction channel and the network customer service interaction channel can be merged based on the terminal identifier, thereby enabling bidirectional access to voice and network customer service services for the user terminal after one-click dialing, provided the user terminal supports both voice and network access.

[0068] In an optional embodiment of the method disclosed herein, the access information indicates that the user terminal supports voice access as the access method. After step 304, the method further includes:

[0069] Step 310: If the customer service interaction information includes voice channel navigation information, send the voice channel navigation information to the user terminal and receive the navigation target information returned by the user terminal based on the voice channel navigation information. The navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information.

[0070] In this embodiment of the disclosure, step 310 can be referred to the relevant description of step 203 above. To avoid repetition, it will not be repeated here.

[0071] Step 311: Based on navigation target information, establish a voice customer service interaction channel between the user terminal and the server.

[0072] In this embodiment of the disclosure, when the user terminal only supports voice access, the core network can directly establish a voice customer service interaction channel between the user terminal and the server based on navigation target information, so as to support the server to provide voice customer service interaction services to the user terminal.

[0073] This disclosure provides a customer service hotline interaction method. In response to a customer service number dialed by a user terminal, the core network can determine the corresponding server and obtain customer service channel information corresponding to the user terminal, including voice channel navigation information and network address information. The voice channel navigation information can indicate the voice customer service interaction channel provided by the server to the user terminal, and the network address information is used to support the construction of a network customer service interaction channel between the user terminal and the server terminal. When the customer service interaction information includes voice channel navigation information, the core network sends the voice channel navigation information to the user terminal and receives navigation target information returned by the user terminal. The navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information. Then, based on at least one of the navigation target information and network address information, a customer service interaction channel is established between the user terminal and the server. In this method, the core network responds to the customer service number dialed by the user terminal, enabling the identification, switching, or simultaneous access of customer service voice and online customer service interaction channels. This establishes a seamless connection between voice and online customer service, eliminating the need for different companies to provide corresponding ports to the user terminal. The user terminal only needs to dial with one click, resulting in simple operation, high access efficiency, low learning costs, and good feasibility. This effectively improves versatility and adoption. Simultaneous dual-channel access allows for more intuitive and explicit information exchange, significantly enhancing communication efficiency and effectiveness. On the server side, voice and online customer service resources can be integrated, resulting in low modification and maintenance costs. It also avoids the significant manual costs associated with voice semantic training. Simply connecting to the core network allows for seamless communication between voice and online customer service channels, facilitating hotline interaction with the user terminal.

[0074] Figure 4 The third flowchart illustrates the steps of a customer service hotline interaction method provided in this embodiment of the disclosure. This method can be applied to a user terminal. The method may include the following steps 401 to 405.

[0075] Step 401: Dial the customer service number to the core network so that the core network can determine the corresponding server based on the customer service number and obtain the customer service channel information corresponding to the user terminal. The customer service channel information is used to construct a customer service interaction channel. The customer service channel information includes at least one of voice channel navigation information and network address information. The voice channel navigation information indicates at least one voice customer service interaction channel provided by the server to the user terminal. The network address information is used to support the construction of a network customer service interaction channel between the user terminal and the server.

[0076] In this embodiment of the disclosure, the user terminal can dial a customer service number to the core network so that the core network can perform resolution based on the customer service number. The specific step 401 can be referred to the relevant description of the aforementioned step 201. To avoid repetition, it will not be repeated here.

[0077] Step 402: If the customer service interaction information includes voice channel navigation information, receive the voice channel navigation information sent by the core network.

[0078] In this embodiment of the disclosure, when the customer service interaction information includes voice channel navigation information, the core network can send the voice channel navigation information to the user terminal, so that the user terminal can receive the voice channel navigation information. The specific step 402 can be referred to the relevant description of the aforementioned step 203. To avoid repetition, it will not be repeated here.

[0079] Step 403: Display the navigation icon corresponding to the voice customer service interaction channel based on the voice channel navigation information.

[0080] In this embodiment of the disclosure, after receiving voice channel navigation information, the user terminal can display or prompt the voice channel navigation information, such as displaying the navigation identifier corresponding to the voice customer service interaction channel, so that the user can identify and select the voice customer service interaction channel based on the navigation identifier. The voice channel navigation information may include the classification and hierarchy of voice customer service interaction channels, and different voice customer service interaction channels can be represented by different numbers, characters, or other navigation identifiers within each hierarchy.

[0081] Step 404: In response to the selection operation of the navigation identifier, send navigation target information to the core network. The navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information.

[0082] In this embodiment of the disclosure, the user can select different categories of voice customer service interaction channels within each level based on the displayed navigation markers, thereby forming a trajectory of navigation markers in the form of number strings, strings, etc., to represent the voice customer service interaction channel selected by the user and to be established. At this time, in response to the user's selection operation of the navigation markers, the user terminal can send navigation target information to the core network. The navigation target information may contain the trajectory of the navigation markers to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information.

[0083] In an optional embodiment of the method disclosed herein, the user terminal can parse the voice channel navigation information based on pre-installed and configured applications, mini-programs, software, etc., and display the corresponding navigation identifiers according to the hierarchy and classification; furthermore, based on the processing logic or functions integrated in the application, mini-program, software, etc., the user can generate navigation target information according to the user's selection operation of navigation identifiers under the hierarchy and classification, and send the navigation target information to the core network.

[0084] Step 405: Establish a customer service interaction channel with the server through the core network, based on at least one of the navigation target information and network address information.

[0085] In this embodiment of the disclosure, after sending navigation target information to the core network, the core network can interconnect, authenticate and handshake with the server to build a voice customer service interaction channel based on the navigation target information, and / or build a network customer service interaction channel based on the network address information. The specific step 405 can be referred to the relevant description of the aforementioned step 204. To avoid repetition, it will not be described again here.

[0086] This disclosure provides a customer service hotline interaction method. A user terminal can dial a customer service number to the core network, so that the core network responds to the dialed customer service number, determines the corresponding server, and obtains the customer service channel information corresponding to the user terminal, including voice channel navigation information and network address information. The voice channel navigation information can indicate the voice customer service interaction channel provided by the server to the user terminal, and the network address information is used to support the construction of a network customer service interaction channel between the user terminal and the server terminal. When the customer service interaction information includes voice channel navigation information, the user terminal receives the voice channel navigation information sent by the core network and displays the navigation identifier corresponding to the voice customer service interaction channel according to the voice channel navigation information. In response to the selection operation of the navigation identifier, the user terminal can send navigation target information to the core network. The navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information. Then, through the core network, a customer service interaction channel is established with the server based on at least one of the navigation target information and network address information. In this method, the core network responds to the customer service number dialed by the user terminal, enabling the identification, switching, or simultaneous access of customer service voice and online customer service interaction channels. This establishes a seamless connection between voice and online customer service, eliminating the need for different companies to provide corresponding ports to the user terminal. The user terminal only needs to dial with one click, resulting in simple operation, high access efficiency, low learning costs, and good feasibility. This effectively improves versatility and adoption. Simultaneous dual-channel access allows for more intuitive and explicit information exchange, significantly enhancing communication efficiency and effectiveness. On the server side, voice and online customer service resources can be integrated, resulting in low modification and maintenance costs. It also avoids the significant manual costs associated with voice semantic training. Simply connecting to the core network allows for seamless communication between voice and online customer service channels, facilitating hotline interaction with the user terminal.

[0087] exist Figures 2 to 4 Based on the customer service hotline interaction method shown, this disclosure also provides a customer service hotline interaction method that can be applied to the server side. The method may include the following step B.

[0088] Step B: Through the core network, a customer service interaction channel is established with the user terminal based on at least one of the navigation target information and network address information. The navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information. The voice channel navigation information indicates at least one voice customer service interaction channel provided by the server to the user terminal. The network address information is used to support the construction of a network customer service interaction channel between the user terminal and the server. The voice channel navigation information and network address information are obtained by the core network in response to the user terminal dialing the customer service number and determining the server corresponding to the customer service number.

[0089] In this embodiment, the server has at least one customer service interaction function and is logged into the core network, enabling the core network to determine the corresponding server in response to the customer service number dialed by the user terminal, and further obtain voice channel navigation information, network address information, etc. Based on the voice channel navigation information obtained by the core network, the core network can send this voice channel navigation information to the user terminal, causing the user terminal to return navigation target information. This navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information. On this basis, through the core network, based on the navigation target information, network address information, etc., a customer service interaction channel can be established with the user terminal, realizing the identification, switching, and synchronous access of the voice customer service interaction channel and the network customer service interaction channel. See the foregoing for details. Figures 2 to 4 To avoid repetition, the relevant descriptions will not be repeated here.

[0090] In an optional embodiment of this method, the server can also receive customer service information sent by the core network. This customer service information is sent by the core network in response to a customer service number dialed by the user terminal, and may include voice customer service information, network customer service information, etc. Based on the customer service information, the server sends a response message, a rejection message, or no response to the core network to indicate whether to provide the requested customer service to the user terminal. For details, please refer to the descriptions of steps 302 to 303 above; to avoid repetition, they will not be repeated here.

[0091] In an optional embodiment of the method disclosed herein, the core network may provide navigation target information to the server so that the server can determine, based on the navigation target information, customer service agents who can provide customer service interaction under the corresponding level and category. The customer service agents can provide voice customer service interaction, online customer service interaction, or both voice customer service interaction and online customer service interaction.

[0092] This disclosure provides a customer service hotline interaction method. The server can establish a customer service interaction channel with the user terminal through the core network based on at least one of navigation target information and network address information. The navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information. The voice channel navigation information indicates at least one voice customer service interaction channel provided by the server to the user terminal. The network address information is used to support the construction of a network customer service interaction channel between the user terminal and the server. The voice channel navigation information and the network address information are obtained by the core network in response to the user terminal dialing the customer service number and determining the server corresponding to the customer service number. In this method, the core network responds to the customer service number dialed by the user terminal, enabling the identification, switching, or simultaneous access of customer service voice and online customer service interaction channels. This establishes a seamless connection between voice and online customer service, eliminating the need for different companies to provide corresponding ports to the user terminal. The user terminal only needs to dial with one click, resulting in simple operation, high access efficiency, low learning costs, and good feasibility. This effectively improves versatility and adoption. Simultaneous dual-channel access allows for more intuitive and explicit information exchange, significantly enhancing communication efficiency and effectiveness. On the server side, voice and online customer service resources can be integrated, resulting in low modification and maintenance costs. It also avoids the significant manual costs associated with voice semantic training. Simply connecting to the core network allows for seamless communication between voice and online customer service channels, facilitating hotline interaction with the user terminal.

[0093] This disclosure also provides a customer service hotline interaction system, which includes a user terminal, a core network, and a server. The server can construct voice customer service interaction channels and network customer service interaction channels interconnected with the user terminal. The core network integrates customer service hotline functionality, enabling it to parse voice and network-related information, and to construct, maintain, and release voice and network customer service interaction channels between the user terminal and the server, thereby managing bidirectional access to voice and network customer service interactions. Examples of implementations of this disclosure are shown on this customer service hotline interaction system. Figures 2 to 4 The customer service hotline interaction method shown can be as follows: Figure 5 As shown. Specifically, Figure 5 The following is a flowchart illustrating one of the customer service hotline interaction methods provided in this embodiment of the present disclosure, which may include the following steps 501 to 512:

[0094] Step 501: The user terminal dials the customer service number to the core network.

[0095] Step 502: The core network responds to the customer service number by sending the customer service information corresponding to the user terminal to the server corresponding to the customer number. The customer service information includes voice customer service information and network customer service information.

[0096] Step 503: The server sends response information to the core network based on the customer service information.

[0097] Step 504: When the core network receives the response information from the server regarding customer service information, it determines that the server corresponds to the customer service number.

[0098] Step 505: The core network obtains the voice channel navigation information and network address information corresponding to the user terminal.

[0099] Step 506: The core network sends voice channel navigation information to the user terminal.

[0100] Step 507: The user terminal displays the navigation icon corresponding to the voice customer service interaction channel based on the voice channel navigation information.

[0101] Step 508: In response to the selection operation of the navigation identifier, the user terminal sends navigation target information to the core network. The navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information.

[0102] Step 509: The core network obtains the terminal identifier of the user terminal.

[0103] Step 510: Based on the navigation target information, establish a voice customer service interaction channel between the user terminal and the server.

[0104] Step 511: Based on network address information, establish a network customer service interaction channel between the user terminal and the server.

[0105] Step 512: Based on the terminal identifier, merge the voice customer service interaction channel and the network customer service interaction channel.

[0106] In an optional embodiment of this disclosure, the core network can also receive access information reported by the user terminal to determine the access method supported by the user terminal, thereby constructing a customer service interaction channel available to the user terminal. Based on the aforementioned customer service hotline system, when the user terminal supports bidirectional access (voice and network access), the implementation of the customer service hotline interaction method can be as follows: Figure 6 As shown. Specifically, Figure 6 This is a second flowchart illustrating the customer service hotline interaction method provided in this embodiment of the present disclosure, which may include the following steps 601 to 612:

[0107] Step 601: The user terminal reports access information, which indicates that the user terminal supports both voice access and network access.

[0108] Step 602: The core network determines whether the user terminal supports voice access and network access based on the access information reported by the user terminal.

[0109] Step 603: The user terminal dials the customer service number to the core network.

[0110] Step 604: The core network responds to the customer service number and determines the server corresponding to the customer service number.

[0111] Step 605: The core network obtains the voice channel navigation information and network address information corresponding to the user terminal.

[0112] Step 606: The core network sends voice channel navigation information to the user terminal.

[0113] Step 607: The user terminal displays the navigation icon corresponding to the voice customer service interaction channel based on the voice channel navigation information.

[0114] Step 608: In response to the selection operation of the navigation identifier, the user terminal sends navigation target information to the core network. The navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information.

[0115] Step 609: The core network obtains the terminal identifier of the user terminal.

[0116] Step 610: Based on the navigation target information, establish a voice customer service interaction channel between the user terminal and the server.

[0117] Step 611: Based on network address information, establish a network customer service interaction channel between the user terminal and the server.

[0118] Step 612: Based on the terminal identifier, merge the voice customer service interaction channel and the network customer service interaction channel.

[0119] In an optional embodiment of this disclosure, when the user terminal only supports voice access, based on the aforementioned customer service hotline system, the implementation of the customer service hotline interaction method can be as follows: Figure 7 As shown. Specifically, Figure 7 This is a third flowchart illustrating the customer service hotline interaction method provided in this embodiment of the present disclosure, which may include the following steps 701 to 709:

[0120] Step 701: The user terminal reports access information, which indicates that the access method supported by the user terminal is voice access.

[0121] Step 702: The core network determines that the user terminal supports voice access based on the access information reported by the user terminal.

[0122] Step 703: The user terminal dials the customer service number to the core network.

[0123] Step 704: The core network responds to the customer service number and determines the server corresponding to the customer service number.

[0124] Step 705: The core network obtains the voice channel navigation information corresponding to the user terminal.

[0125] Step 706: The core network sends voice channel navigation information to the user terminal.

[0126] Step 707: The user terminal displays the navigation icon corresponding to the voice customer service interaction channel based on the voice channel navigation information.

[0127] Step 708: In response to the selection operation of the navigation identifier, the user terminal sends navigation target information to the core network. The navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information.

[0128] Step 709: Based on the navigation target information, establish a voice customer service interaction channel between the user terminal and the server.

[0129] In one optional embodiment of the method disclosed herein, the user terminal may also only support network access. For details, please refer to the aforementioned description of the user terminal only supporting voice input. To avoid repetition, it will not be repeated here.

[0130] It should be noted that the above-described method of client reporting access information is merely an example. In practical applications, those skilled in the art can choose to report access information before dialing the customer service number, trigger the reporting of access information to the core network when dialing the customer service number, or report access information to the core network after dialing the customer service number, depending on the actual device hardware configuration, data transmission conditions, etc. This disclosure does not impose specific limitations in this regard.

[0131] The customer service hotline interaction system provided in this disclosure can achieve... Figures 2 to 4 To avoid repetition, the various processes implemented in the method implementation examples will not be described again here.

[0132] Figure 8 This is a schematic diagram of the structure of an electronic device 800 provided in an embodiment of the present disclosure, as shown below. Figure 8 As shown, the electronic device 800 may include a processor 801, a memory 802, and a program or instructions stored in the memory 802 and executable on the processor 801. When the program or instructions are executed by the processor 801, they implement the various processes of the above signaling interoperability embodiments and achieve the same technical effects. To avoid repetition, they will not be described again here.

[0133] It should be noted that, Figure 8 The illustrated electronic device 800 is merely an example and should not be construed as limiting the functionality and scope of use of the embodiments disclosed herein.

[0134] Figure 9 This is a hardware schematic diagram of an electronic device 900 provided in an embodiment of the present disclosure, such as... Figure 9 As shown, the electronic device 900 includes a Central Processing Unit (CPU) 901, which can perform various appropriate actions and processes based on programs stored in ROM (Read-Only Memory) 902 or programs loaded from storage section 908 into RAM (Random Access Memory) 903. RAM 903 also stores various programs and data required for system operation. The CPU 901, ROM 902, and RAM 903 are interconnected via bus 904. An I / O (Input / Output) interface 905 is also connected to bus 904.

[0135] The following components are connected to I / O interface 905: an input section 906 including a keyboard, mouse, etc.; an output section 907 including CRT (Cathode Ray Tube), LCD (Liquid Crystal Display), and speakers, etc.; a storage section 908 including a hard disk, etc.; and a communication section 909 including a network interface card such as a LAN (Local Area Network) card and a modem, etc. The communication section 909 performs communication processing via a network such as the Internet. A drive 910 is also connected to I / O interface 905 as needed. A removable medium 911, such as a disk, optical disk, magneto-optical disk, semiconductor memory, etc., is installed on drive 910 as needed so that computer programs read from it can be installed into storage section 908 as needed.

[0136] In particular, according to embodiments of this disclosure, the processes described below with reference to the flowcharts can be implemented as computer software programs. For example, embodiments of this disclosure include a computer program product comprising a computer program carried on a computer-readable medium, the computer program containing program code for performing the methods shown in the flowcharts. In such embodiments, the computer program can be downloaded and installed from a network via communication section 909, and / or installed from removable medium 911. When the computer program is executed by the central processing unit (CPU 901), it performs various functions defined in the system of this application.

[0137] This disclosure also transmits a readable storage medium storing a program or instructions. When the program or instructions are executed by a processor, they implement the various processes of the above signaling interoperability embodiments and achieve the same technical effects. To avoid repetition, they will not be described again here.

[0138] The processor is the processor in the electronic device described in the above embodiments. The readable storage medium includes computer-readable storage media such as ROM, RAM, magnetic disk, or optical disk.

[0139] This disclosure also discloses a chip, which includes a processor and a communication interface. The communication interface and the processor are coupled. The processor is used to run programs or instructions to implement the various processes of the above signaling interoperability embodiments and achieve the same technical effect. To avoid repetition, it will not be described again here.

[0140] It should be understood that the chip mentioned in the embodiments of this disclosure may also be referred to as a system-on-a-chip, system chip, chip system, or system-on-a-chip, etc.

[0141] This disclosure provides a computer program product containing instructions that, when run on a computer, causes the computer to perform the signaling interoperability steps described above and achieves the same technical effect. To avoid repetition, further details are omitted here.

[0142] It should be noted that, in this document, the terms "comprising," "including," or any other variations thereof are intended to cover non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such a process, method, article, or apparatus. Without further limitations, an element defined by the phrase "comprising one..." does not exclude the presence of other identical elements in the process, method, article, or apparatus that includes that element. Furthermore, it should be noted that the scope of the methods and apparatuses in the embodiments of this disclosure is not limited to performing functions in the order shown or discussed, but may also include performing functions substantially simultaneously or in the reverse order, depending on the functions involved. For example, the described methods may be performed in a different order than described, and various steps may be added, omitted, or combined. Additionally, features described with reference to certain examples may be combined in other examples.

[0143] Through the above description of the embodiments, those skilled in the art can clearly understand that the methods of the above embodiments can be implemented by means of software plus necessary general-purpose hardware platforms. Of course, they can also be implemented by hardware, but in many cases the former is a better implementation method. Based on this understanding, the technical solution of this disclosure, in essence, or the part that contributes to the prior art, can be embodied in the form of a software product. This computer software product is stored in a storage medium (such as ROM / RAM, magnetic disk, optical disk), and includes several instructions to cause a terminal (which may be a mobile phone, computer, electronic device, air conditioner, or network device, etc.) to execute the methods of the various embodiments of this disclosure.

[0144] The embodiments of this disclosure have been described above with reference to the accompanying drawings. However, this disclosure is not limited to the specific embodiments described above. The specific embodiments described above are merely illustrative and not restrictive. Those skilled in the art can make many other forms under the guidance of this disclosure without departing from the spirit and scope of the claims, and all of these forms are within the protection scope of this disclosure.

Claims

1. A customer service hotline interaction method, characterized in that, The method is applied to the core network, and the method includes: In response to a customer service number dialed by a user terminal, determine the server corresponding to the customer service number; Obtain customer service channel information corresponding to the user terminal. The customer service channel information is used to construct a customer service interaction channel. The customer service channel information includes at least one of voice channel navigation information and network address information. The voice channel navigation information indicates at least one voice customer service interaction channel provided by the server to the user terminal. The network address information is used to support the construction of a network customer service interaction channel between the user terminal and the server. When the customer service interaction information includes the voice channel navigation information, the voice channel navigation information is sent to the user terminal, and the navigation target information returned by the user terminal based on the voice channel navigation information is received. The navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information. Based on at least one of the navigation target information and the network address information, the customer service interaction channel is established between the user terminal and the server. Before determining the server corresponding to the customer service number dialed by the user terminal, the process further includes: Based on the access information reported by the user terminal, the access methods supported by the user terminal are determined. The access information is used to indicate the access methods supported by the user terminal, and the access methods include at least one of voice access and network access. The step of obtaining the customer service channel information corresponding to the user terminal includes: Obtain the customer service channel information corresponding to the customer service interaction channel supported by the access method; The access information indicates that the user terminal supports both voice and network access. The step of establishing the customer service interaction channel between the user terminal and the server based on at least one of the navigation target information and the network address information includes: Obtain the terminal identifier of the user terminal; Based on the navigation target information, a voice customer service interaction channel is established between the user terminal and the server. Based on the network address information, a network customer service interaction channel is established between the user terminal and the server. Based on the terminal identifier, the voice customer service interaction channel and the network customer service interaction channel are merged.

2. The method according to claim 1, characterized in that, The step of obtaining the customer service channel information corresponding to the customer service interaction channel supported by the access method includes: When the access method includes voice access, obtain the voice channel navigation information corresponding to the user terminal; When the access method includes network access, obtain the network address information corresponding to the user terminal.

3. The method according to claim 1, characterized in that, The access information indicates that the user terminal supports voice access as the access method. The step of establishing the customer service interaction channel between the user terminal and the server based on at least one of the navigation target information and the network address information includes: Based on the navigation target information, a voice customer service interaction channel is established between the user terminal and the server.

4. The method according to claim 1, characterized in that, The step of responding to a customer service number dialed by a user terminal and determining the server corresponding to that customer service number includes: In response to a customer service number dialed by the user terminal, customer service information corresponding to the user terminal is sent to the server corresponding to the customer service number. The customer service information includes at least one of voice customer service information and online customer service information. Upon receiving the server's response information regarding the customer service information, it is determined that the server corresponds to the customer service number.

5. A customer service hotline interaction method, characterized in that, The method is applied to a user terminal, and the method includes: A customer service number is dialed to the core network, enabling the core network to determine the corresponding server based on the customer service number and obtain customer service channel information corresponding to the user terminal. The customer service channel information is used to construct a customer service interaction channel. The customer service channel information includes at least one of voice channel navigation information and network address information. The voice channel navigation information indicates at least one voice customer service interaction channel provided by the server to the user terminal. The network address information is used to support the construction of a network customer service interaction channel between the user terminal and the server. If the voice channel navigation information is included in the customer service interaction information, the voice channel navigation information sent by the core network is received. Display the navigation icon corresponding to the voice customer service interaction channel based on the voice channel navigation information; In response to the selection operation of the navigation identifier, navigation target information is sent to the core network, the navigation target information being used to indicate the voice customer service interaction channel selected by the user terminal based on the voice channel navigation information; Through the core network, the customer service interaction channel is established with the server based on at least one of the navigation target information and the network address information; Before determining the server corresponding to the customer service number dialed by the user terminal, the system is further configured to determine the access method supported by the user terminal based on the access information reported by the user terminal. The access information is used to indicate the access method supported by the user terminal. The access method includes at least one of voice access and network access. Then, the core network obtains the customer service channel information corresponding to the customer service interaction channel supported by the access method. The access information indicates that the user terminal supports both voice access and network access. The core network is used to obtain the terminal identifier of the user terminal. Based on the navigation target information, a voice customer service interaction channel is established between the user terminal and the server. Based on the network address information, a network customer service interaction channel is established between the user terminal and the server. Based on the terminal identifier, the voice customer service interaction channel and the network customer service interaction channel are merged.

6. A customer service hotline interaction method, characterized in that, The method is applied to the server side, and the method includes: Through the core network, a customer service interaction channel is established with the user terminal based on at least one of navigation target information and network address information; the navigation target information is used to indicate the voice customer service interaction channel selected by the user terminal based on voice channel navigation information; the voice channel navigation information indicates at least one voice customer service interaction channel provided by the server to the user terminal; the network address information is used to support the construction of a network customer service interaction channel between the user terminal and the server; the voice channel navigation information and the network address information are obtained by the core network in response to the user terminal dialing a customer service number and determining the server corresponding to the customer service number. Specifically, before the core network determines the server corresponding to the customer service number dialed by the user terminal, it is further configured to determine the access method supported by the user terminal based on the access information reported by the user terminal. The access information indicates the access method supported by the user terminal, and the access method includes at least one of voice access and network access. Then, the core network obtains the customer service channel information corresponding to the customer service interaction channel supported by the access method. The customer service channel information is used to construct the customer service interaction channel. The customer service channel information includes at least one of voice channel navigation information and network address information. The access information indicates that the user terminal supports both voice access and network access. The core network is used to obtain the terminal identifier of the user terminal. Based on the navigation target information, a voice customer service interaction channel is established between the user terminal and the server. Based on the network address information, a network customer service interaction channel is established between the user terminal and the server. Based on the terminal identifier, the voice customer service interaction channel and the network customer service interaction channel are merged.

7. An electronic device, characterized in that, It includes a processor, a memory, and a program or instructions stored in the memory and executable on the processor, wherein the program or instructions, when executed by the processor, implement the customer service hotline interaction method as described in any one of claims 1 to 4, or the customer service hotline interaction method as described in claim 5, or the customer service hotline interaction method as described in claim 6.

8. A readable storage medium, characterized in that, The readable storage medium stores a program or instructions, which, when executed by a processor, implement the customer service hotline interaction method as described in any one of claims 1 to 4, or the customer service hotline interaction method as described in claim 5, or the customer service hotline interaction method as described in claim 6.

Images