Method for endowing customer service capability to tenant by electronic invoice platform

Abstract

The invention provides a method for endowing customer service capability for tenants by an electronic invoice platform. The method comprises the following steps: configuring customer service basic information for the tenants of the electronic invoice platform; the purchase and sell transaction parties complete the transaction offline, and the seller issues an electronic invoice to the purchaser; the electronic invoice platform informs the buyer of invoice information through a mail or informs the buyer of invoice information through a short message; when the invoice is notified through a mail, the buyer opens an invoice layout file link address to check invoice details, and the buyer consults a question by replying the mail or clicks an invoice reading page consultation button for the invoice question to directly consult online; when the short message notification is passed, the buyer opens the invoice layout file link address, and the buyer clicks an invoice reading page consultation button to directly consult online according to the invoice problem. According to the method and the device, an online channel for question consultation is constructed when the buyer finds the invoice question after the offline transaction is completed and the electronic invoice is received, so that the service capability of the seller for solving the invoice question is improved, and the cost of searching the seller by the buyer is reduced.

Description

Technical Field

[0001] The present application belongs to the technical field of customer service system of electronic invoice platform, and specifically relates to a method for an electronic invoice platform to empower tenants with customer service capabilities. Background Art

[0002] With the advent of the "Internet +" era and the rapid development of modern e-commerce, traditional paper invoices face a series of shortcomings such as high cost, low efficiency, and complex operation procedures. They are difficult to adapt to the rapid changes in the current business environment and the requirements of the new national tax policy. Therefore, under the premise of information electronicization and the strong support of the state, electronic invoices came into being and were quickly promoted;

[0003] Compared with traditional invoices, electronic invoices are transformed from traditional paper media into digital information forms. They have the advantages of Internet, information digitization, paperless, low energy consumption, easy storage, and quick query, breaking the traditional model of paper invoices as exclusive vouchers for financial accounting.

[0004] Electronic invoices are electronic images and electronic records of paper invoices. They do not require paper carriers or the printing process of traditional paper invoices. Invoice issuance and data transmission can all be carried out on the Internet through a unified electronic invoice service platform. Unlike traditional paper invoices, electronic invoices are electronically signed with digital certificates based on the original encryption and anti-counterfeiting measures, and are available for download and use by the purchaser. They are more anti-counterfeiting and economical. The legal effect, basic use, and basic use regulations of electronic invoices are equivalent to those of ordinary value-added tax invoices supervised by tax authorities, and can be used as reimbursement vouchers for financial expenses.

[0005] Software as a Service (SaaS) enables users to use cloud-based applications through an Internet connection. Common examples are email, calendars, and office tools. It does not require users to install software products on their own computers or servers. SaaS provides complete software solutions that users can purchase from cloud service providers on a pay-as-you-go basis. Organizations rent applications and their users connect to the application through the Internet (usually using a web browser). All infrastructure, middleware, application software, and application data are located in the service provider's data center. The service provider is responsible for managing the hardware and software and ensuring the availability and security of applications and data under appropriate service agreements. SaaS enables organizations to quickly go into production with applications with minimal upfront costs.

[0006] The buyer and seller complete the transaction offline. After the seller (that is, the tenant of the SaaS platform, the tenant and the seller referred to in the whole text are the same party) completes the invoice issuance on the electronic invoice SaaS platform, the electronic invoice platform pushes the invoice to the buyer's mobile phone or mailbox by email or text message. When the buyer leaves the transaction site, if there is a problem with the invoice, there is generally no effective way to contact the tenant online. Generally, invoice consultation, invoice re-issuance and other requests are completed offline (such as store phone calls). The present invention aims to provide a method for enabling tenants of the electronic invoice SaaS platform to have online customer service capabilities to solve a series of problems encountered by buyers after invoicing.

[0007] Under the background of the prior art, when the transaction between the two parties is completed and the invoice is issued, if there are still problems about the invoice that need to be solved, the two parties may not be in the same region, and the communication cost is very high. The main purpose of the present invention is to build a customer service system for the seller with invoice information as the core drive, link the two parties of the transaction, and solve the problem.

[0008] To this end, we propose a method in which an electronic invoice platform empowers tenants with customer service capabilities to solve the above problems. Summary of the invention

[0009] The customer service function of the mainstream electronic invoice SaaS platform in the market now mainly serves the invoicing customers and assists customers on how to use the invoicing capabilities, without paying more attention to the customers' customers. In the scenario of online invoicing for offline transactions, it is easy to lead to that when the customer's customers leave the transaction site, there is no link to link them. The present invention mainly empowers the customer service capabilities of the seller, takes invoice information as the core link, and uses the customer service system of the electronic invoice SaaS platform as a pipeline to build a service system to solve the problems between the invoicing party and the invoice recipient. The present invention and method are aimed at conducting in-depth research on this pain point. Under the background of the prior art, when the transaction between the two parties is completed and the invoicing is completed, if there are still problems that need to be communicated and resolved, the two parties may not be in the same area, and the communication cost of offline channels is very high. The main purpose of the present invention is to use invoice information as the core drive to build a customer service system for tenants, link the two parties to the transaction, and solve the problem.

[0010] This application provides a method for an electronic invoice platform to empower tenants with customer service capabilities, including the following steps:

[0011] S1: Start;

[0012] S2: The tenant of the electronic invoice platform configures basic customer service information;

[0013] S3: Both parties complete the transaction offline and issue an invoice;

[0014] S4: the buyer is notified of the invoice information by email, and then the step S5 is executed; or the buyer is notified of the invoice information by SMS, and then the step S6 is executed;

[0015] S5: The buyer opens the link address of the invoice format file and asks questions by replying to the email, or clicks the inquiry button on the invoice reading page to directly ask questions online.

[0016] S6: The buyer opens the link address of the invoice format file, and clicks the consultation button on the invoice reading page to directly consult online regarding the invoice problem;

[0017] S7: The robot of the electronic invoice platform (also referred to as the SaaS platform in the full text) guides the identification. If it is a non-invoice information-related issue, it will be forwarded to the manual customer service of the SAAS platform for resolution. If it is an invoice information-related issue, it will be forwarded to the tenant robot service. If the robot cannot resolve the issue, it will be forwarded to the manual customer service of the tenant.

[0018] S8: Solve the buyer's consultation issues;

[0019] S9: End.

[0020] In some embodiments, the participants of the method include an electronic invoice platform (referred to as the SaaS platform throughout the text), a seller (a tenant of the SaaS platform), a buyer (a buyer of an offline transaction), a SaaS platform customer service robot, a SaaS platform manual customer service staff, a tenant customer service robot, and a tenant manual customer service staff.

[0021] In some embodiments, the method further includes a preprocessing step, wherein the preprocessing step includes the SAAS platform creating a robot account for each tenant.

[0022] In some implementations, the tenant administrator may also customize basic robot information on the SAAS platform, where the basic information includes the robot's avatar and name.

[0023] In some implementations, the tenant administrator (seller) also maintains a list of customer consultation-related questions and answers specific to the tenant in the SaaS platform knowledge base.

[0024] In some implementations, the tenant's manual customer service personnel are also provided by the login personnel of the SaaS platform tenant (the tenant's salesperson, invoicing clerk, etc.).

[0025] In some implementations, when the tenant's personnel are logged into the SaaS platform and are online, the buyer's questions are reached through online IM customer service messages; when the tenant's personnel are not logged into the SaaS platform and are offline, the buyer's questions are reached through emails.

[0026] The present application provides a method for enabling tenants to use customer service capabilities through an electronic invoice platform, which has the following technical effects:

[0027] (1) The electronic invoice SAAS platform configures and binds an IM customer service robot for the tenants on the platform. The logged-in user of the tenant of the electronic invoice SAAS platform can become the tenant's manual customer service staff. When the customer service staff account is not online, the customer service can use the mailbox as the customer service message channel, identify the seller based on the invoice information, and route the buyer's consultation questions to the tenant's IM customer service robot. The seller's IM customer service robot answers the buyer's questions based on the tenant's proprietary knowledge base.

[0028] (2) The seller's proprietary knowledge base and the SAAS platform knowledge base coexist and are responsible for answering proprietary questions and general questions. The SAAS platform's customer service email address can be used as an online customer service entrance, and the distribution logic remains unchanged.

[0029] (3) The customer service entrance on the SAAS platform layout preview interface can be used as the online customer service entrance. The distribution logic remains unchanged. By empowering the customer service capabilities of the electronic invoice SAAS platform tenants, it can solve a series of business problems of both parties in the transaction process and after the invoicing process in offline transactions and online invoicing scenarios; build an online communication channel between the two parties; and help enterprises transform into informatization and digitalization. BRIEF DESCRIPTION OF THE DRAWINGS

[0030] Figure 1 It is a flow chart of a method provided by an embodiment of the present invention for an electronic invoice platform to empower tenants with customer service capabilities. DETAILED DESCRIPTION

[0031] The following will be combined with the specific embodiments of the present application to clearly and completely describe the technical solutions in the embodiments of the present application. Obviously, the described embodiments are only part of the embodiments of the present application, not all of the embodiments. Based on the embodiments in the present application, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of this application.

[0032] The terms used in this application are for the purpose of describing specific embodiments only and are not intended to limit this application. The singular forms of "a", "said" and "the" used in this application and the appended claims are also intended to include plural forms unless the context clearly indicates other meanings. It should also be understood that the term "and / or" used herein refers to and includes any or all possible combinations of one or more associated listed items.

[0033] The customer service function of the mainstream electronic invoice SaaS platform in the market now mainly serves the invoicing customers and assists customers on how to use the invoicing capabilities, without paying more attention to the customers' customers. In the scenario where electronic invoices are issued online for offline transactions, it is easy to lead to that when the customer's customers leave the transaction site, there is no link to link them. The present invention mainly empowers the customer service capabilities of the invoicing party, takes invoice information as the core link, and uses the customer service system of the electronic invoice SaaS platform as a pipeline to build a service system to solve the problems between the invoicing party and the invoice recipient. The present invention and method are aimed at conducting in-depth research on this pain point. Under the background of the prior art, when the transaction between the two parties is completed and the invoicing is completed, if there are invoice issues that need to be communicated and resolved, the two parties may not be in the same area, and the offline communication cost is very high. The main purpose of the present invention is to use invoice information as the core drive to build a customer service system for tenants (that is, the seller), link the two parties to the transaction, and solve the problem.

[0034] This application provides a method for an electronic invoice platform to empower tenants with customer service capabilities, including the following steps:

[0035] S1: Start;

[0036] S2: The tenant of the electronic invoice platform configures basic customer service information;

[0037] S3: Both parties complete the transaction offline and issue an invoice;

[0038] S4: the buyer is notified of the invoice information by email, and then the step S5 is executed; or the buyer is notified of the invoice information by SMS, and then the step S6 is executed;

[0039] S5: The buyer opens the link address of the invoice format file and asks questions by replying to the email, or clicks the inquiry button on the invoice reading page to directly ask questions online.

[0040] S6: The buyer opens the link address of the invoice format file, and clicks the consultation button on the invoice reading page to directly consult online regarding the invoice problem;

[0041] S7: The robot of the electronic invoice platform (also referred to as the SaaS platform in the full text) guides the identification. If it is a non-invoice information-related issue, it will be forwarded to the manual customer service of the SAAS platform for resolution. If it is an invoice information-related issue, it will be forwarded to the tenant robot service. If the robot cannot resolve it, it will be forwarded to the manual customer service of the tenant.

[0042] S8: Solve the buyer's consultation issues;

[0043] S9: End.

[0044] In some embodiments, the participants of the method include an electronic invoice platform (referred to as the SaaS platform throughout the text), a seller (a tenant of the SaaS platform), a buyer (a buyer of an offline transaction), a SaaS platform customer service robot, a SaaS platform manual customer service staff, a tenant customer service robot, and a tenant manual customer service staff.

[0045] In some embodiments, the method further includes a preprocessing step, wherein the preprocessing step includes the SAAS platform creating a robot account for each tenant.

[0046] In some implementations, the tenant administrator may also customize basic robot information on the SAAS platform, where the basic information includes the robot's avatar and name.

[0047] In some implementations, the tenant administrator (seller) also maintains a list of customer consultation-related questions and answers specific to the tenant in the SaaS platform knowledge base.

[0048] In some implementations, the tenant's manual customer service personnel are also provided by the login personnel of the SaaS platform tenant (the tenant's salesperson, invoicing clerk, etc.).

[0049] In some implementations, when the tenant's personnel are logged into the SaaS platform and are online, the buyer's questions are reached through online IM customer service messages; when the tenant's personnel are not logged into the SaaS platform and are offline, the buyer's questions are reached through emails.

[0050] The present application provides a method for an electronic invoice platform to empower tenants with customer service capabilities. The electronic invoice SAAS platform configures and binds an IM customer service robot for the tenants on the platform. The logged-in user of the tenant of the electronic invoice SAAS platform can become the tenant's manual customer service staff. When the customer service staff account is not online, the customer service can use the mailbox as the customer service message channel, identify the seller based on the invoice information, and route the buyer's consultation questions to the tenant's IM customer service robot. The tenant's IM customer service robot answers the buyer's questions based on the tenant's proprietary knowledge base. The seller's proprietary knowledge base and the SAAS platform knowledge base coexist, and are responsible for answering proprietary field questions and general questions. The customer service mailbox of the SAAS platform can be used as an online customer service entrance, and the distribution logic remains unchanged. The customer service entrance on the SAAS platform layout preview interface can be used as an online customer service entrance, and the distribution logic remains unchanged. By empowering the customer service capabilities of the tenants of the electronic invoice SAAS platform, a series of business problems of the two parties to the transaction during the transaction process and after the invoicing process in the scenario of offline transactions and online invoicing are solved; an online communication channel is established between the two parties to the transaction; and enterprises are assisted in their informatization and digital transformation.

[0051] Specifically, the pre-processing step (that is, the pre-preparation step) is performed first, which mainly includes:

[0052] 1. The SASS electronic invoice platform creates a virtual robot account for each tenant, and this account will give priority to customer consultation sessions by default.

[0053] 2. Tenant administrators can customize basic robot information on the electronic invoice platform, such as robot avatar and name.

[0054] 3. The tenant administrator maintains a list of customer consultation-related questions and answers in the knowledge base.

[0055] 4. The tenant administrator maintains the customer service staff list and account information of the current tenant.

[0056] After the preprocessing steps, the SAAS service provider is configured and can perform corresponding empowerment functions.

[0057] The core participants in enabling the customer service capabilities of electronic invoice SAAS tenants mainly include sellers (SAAS tenants), electronic invoice SAAS service providers (electronic invoice SAAS platforms), and buyers. The technical solution mainly includes the following steps:

[0058] Step 1. The tenant of the electronic invoice SAAS platform configures the basic information related to customer service capabilities and equips relevant customer service accounts and personnel.

[0059] Step 2: The buyer and seller complete the transaction offline, the seller completes the invoice issuance on the electronic invoice platform, and the buyer has left the transaction site.

[0060] Step 3. After the purchaser receives the message of successful invoicing via SMS, he / she clicks to open and enters the layout reading page. If he / she finds that there is a problem with the invoice, he / she enters the customer service portal provided by the SAAS platform to start a conversation. The default service is provided by the customer service system of the SAAS platform, and the conversation is forwarded to the robot of the SAAS platform. If manual transfer is required, you can directly click the Transfer to Manual Transfer button on the consultation page.

[0061] Step 4. After the purchaser receives the email of successful invoicing, he / she clicks to enter the layout reading page. If he / she finds problems with the invoice, he / she can directly start the consultation session as in step 3, or he / she can choose to reply to this email to drive the SAAS platform customer service system to create a session, and forward the session to the SAAS platform robot. The purchaser can consult the problem by replying to the email. If manual operation is required, the purchaser will be prompted by the email notes.

[0062] Step 5. The SAAS platform robot identifies the problem based on the content analysis and automatic questioning guidance of the buyer's inquiry. If it is not a specific question about invoice information, the SAAS platform's IM customer service robot directly answers. If the robot's answer is not appropriate, the buyer will choose to transfer to manual, and then the customer service staff of the SAAS platform will answer manually. Step 6. The SAAS platform robot identifies the problem based on the content analysis and automatic questioning guidance of the buyer's inquiry. If it is a specific question about invoice information, the SAAS platform's IM customer service robot prompts the buyer to provide the invoice layout file or obtain the layout file through the pre-implanted logo on the layout reading page. After the IM customer service robot identifies the seller's identification information in the invoice layout file, it routes the conversation to the seller's IM customer service robot (the IM customer service robot of the SAAS platform tenant), and the two parties communicate online to solve the problem and business problems. If the robot's answer is not appropriate, the buyer will choose to transfer to manual, and then the customer service staff of the seller will answer manually.

[0063] Step 7. In step 6, if the customer service staff of the selling party is not online, the question message queried by the buyer in the conversation can be forwarded to the customer service staff's mailbox via email through the IM message flow capability. Similarly, the customer service staff of the selling party can answer the consultation questions by replying to the email.

[0064] In some specific implementations, the transaction between the two parties is completed offline and the seller issues an electronic invoice online based on the transaction slip data. The electronic invoice platform pushes the invoice information to the buyer's mobile phone or email through a push service. When the invoice format file is sent via email, a note is added to the email: "Reply to this email to contact customer service directly, reply 'transfer to manual' to directly transfer to manual operation", and the two parties to the transaction leave the transaction site.

[0065] In some specific implementations, the purchaser accesses the invoice format file viewing page through an email or text message and discovers the issuance problem.

[0066] In some specific implementations, the purchaser clicks the consultation button from the layout reading page to enter the customer service page of the SAAS platform customer service system, and automatically sends the invoice layout file to the consultation session in the form of a specific identification message. The consultation session is routed to the SAAS platform customer service robot by default.

[0067] In some specific implementations, the purchaser inquires about invoice information by replying to emails, and the customer service system monitors the content of the email recipients that push invoices, and uses emails as events to drive the electronic invoice platform system to automatically create a consultation session, and sends the monitored email content to the consultation session in the form of a message. The consultation session is routed to the SAAS platform customer service robot by default, and finds the first email with an invoice format through the relationship referenced by the email reply, and sends the email content to the consultation session in the form of a message with a specific identification.

[0068] In some specific implementations, the SAAS platform customer service robot identifies consulting questions and guides questions. If the question contains information such as incorrect invoice amount or incorrect invoice header, it is marked as a question related to invoice information; the question guidance mainly includes "Do you want to ask questions related to the content of this invoice?" If the purchaser answers "yes", it is considered to be an invoice information question, otherwise it is marked as other types of questions.

[0069] In some specific implementations, if a question is identified as being related to invoice information, the electronic invoice platform extracts the layout file in the conversation message, identifies the seller information in the invoice file through OCR, and directly routes the conversation to the robot account of the tenant corresponding to the seller, where the robot provides question-and-answer services.

[0070] In some specific implementations, when the tenant robot is unable to solve the problem, the conversation is routed directly to the tenant's customer service account through manual operation. If the tenant's customer service staff is not online, the message is forwarded to the customer service's mailbox. The customer service staff will answer the question by replying to the email and manually intervene to solve the problem.

[0071] In some specific implementations, if other problems are identified, the SAAS platform's default robot will directly answer them. When the robot cannot solve the problem, the purchaser will actively click the transfer to manual button to transfer to the SAAS platform's manual customer service, who will intervene to solve the problem.

[0072] The consultation on business issues after invoice issuance is transferred from the original offline process to online completion. Based on the electronic invoice SAAS platform, a customer service channel for the seller is built to directly reduce transaction costs.

[0073] Those skilled in the art can clearly understand that, for the convenience and simplicity of description, the specific working processes of the systems, devices and units described above can refer to the corresponding processes in the aforementioned method embodiments, and will not be repeated here. In the several embodiments provided in the present application, it should be understood that the disclosed systems, devices and methods can be implemented in other ways. For example, the device embodiments described above are merely schematic. For example, the division of the units is only a logical function division. There may be other division methods in actual implementation, such as multiple units or components can be combined or integrated into another system, or some features can be ignored or not executed. Another point is that the mutual coupling or direct coupling or communication connection shown or discussed can be an indirect coupling or communication connection through some interfaces, devices or units, which can be electrical, mechanical or other forms.

[0074] The units described as separate components may or may not be physically separated, and the components shown as units may or may not be physical units, that is, they may be located in one place or distributed on multiple network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution of this embodiment.

[0075] In addition, each functional unit in each embodiment of the present invention may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit. The above-mentioned integrated unit may be implemented in the form of hardware or in the form of software functional units.

[0076] If the integrated unit is implemented in the form of a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present invention, in essence, or the part that contributes to the prior art, or all or part of the technical solution can be embodied in the form of a software product, and the computer software product is stored in a storage medium, including a number of instructions for a computer device (which can be a personal computer, a server, or a network device, etc.) to perform all or part of the steps of the method described in each embodiment of the present invention. The aforementioned storage medium includes: U disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), disk or optical disk and other media that can store program codes.

[0077] It should be noted that, in this article, relational terms such as "first" and "second" are only used to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any such actual relationship or order between these entities or operations. The terms "include", "comprises" or any other variants thereof are intended to cover non-exclusive inclusion, so that a process, method, article or device including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, method, article or device. In the absence of further restrictions, the elements defined by the sentence "comprises a ..." do not exclude the presence of other identical elements in the process, method, article or device including the elements.

[0078] The above description is only a preferred embodiment of the present application and does not constitute any form of limitation to the present application. Any technician familiar with the profession can make some changes or modify the technical contents disclosed above into equivalent embodiments with equivalent changes without departing from the scope of the technical solution of the present application. However, any simple modification, equivalent change and modification made to the above embodiments based on the technical essence of the present application without departing from the content of the technical solution of the present application still falls within the scope of the technical solution of the present application.

Claims

1. A method for enabling customer service capabilities for tenants via an electronic invoice platform, characterized in that: The steps include: S1: Start; S2: The tenant of the electronic invoice platform configures basic customer service information; S3: Both parties complete the transaction offline and issue an invoice; S4: the buyer is notified of the invoice information by email, and then the step S5 is executed; or the buyer is notified of the invoice information by SMS, and then the step S6 is executed; S5: The buyer opens the link address of the invoice format file and asks questions by replying to the email, or clicks the inquiry button on the invoice reading page to directly ask questions online. S6: The buyer opens the link address of the invoice format file, and clicks the consultation button on the invoice reading page to directly consult online regarding the invoice problem; S7: The electronic invoice platform robot guides the identification. If it is a non-invoice information-related issue, it will be forwarded to the electronic invoice platform electronic invoice platform manual customer service for resolution. If it is an invoice information-related issue, it will be forwarded to the tenant robot service. If the robot cannot resolve it, it will be forwarded to the tenant manual customer service; S8: Solve the buyer's consultation issues; S9: End.

2. According to claim 1, a method for enabling customer service capabilities for tenants via an electronic invoice platform is characterized in that: The participants include the electronic invoice platform, the seller's electronic invoice platform, the buyer, the electronic invoice platform's customer service robot, the electronic invoice platform's manual customer service personnel, the tenant's customer service robot, and the tenant's manual customer service personnel.

3. According to claim 1, a method for enabling customer service capabilities for tenants via an electronic invoice platform, characterized in that: The method also includes a preprocessing step, which includes the electronic invoice platform creating a robot account for each tenant.

4. According to claim 3, a method for enabling customer service capabilities for tenants via an electronic invoice platform is characterized in that: It also includes the tenant administrator customizing the robot's basic information on the electronic invoice platform, and the basic information includes the robot's avatar and name.

5. According to claim 3, a method for enabling customer service capabilities for tenants via an electronic invoice platform is characterized in that: It also includes a list of customer consultation questions and answers specific to the tenant maintained by the tenant administrator in the e-invoice platform knowledge base.

6. According to claim 1, a method for enabling customer service capabilities for tenants via an electronic invoice platform, characterized in that: The tenant's manual customer service staff is the logged-in personnel of the electronic invoice platform tenant.

7. A method for enabling customer service capabilities for tenants via an electronic invoice platform according to claim 6, characterized in that: When the tenant's personnel log in to the electronic invoice platform and are online, the buyer's questions are reached through online IM customer service messages; when the tenant's personnel are not logged in to the electronic invoice platform and are offline, the buyer's questions are reached through emails.

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