Customer service method and equipment based on 5G new call, medium and program product

Abstract

The embodiment of the invention discloses a customer service method and device based on a 5G new call, a medium and a program product, and the method comprises the steps: building a data transmission channel between an incoming call client and a call processing server through an operator network when the incoming call client of a current incoming call supports the 5G new call; obtaining customer information of an incoming call customer of the current incoming call, and predicting a current incoming call intention of the incoming call customer based on the customer information; pushing a current service page to the incoming call client through a new call operation management platform of the operator based on the prediction result of the current incoming call intention; and providing the service required by the incoming call for the incoming call client through the data transmission channel and the service page. According to the embodiment of the invention, when client operation is needed to provide corresponding telephone service, client operation is facilitated, the service time consumption is reduced, and the service efficiency is improved.

Description

Technical Field

[0001] The present invention relates to the field of 5G technology, and in particular to a customer service method, device, medium and program product based on 5G new calls. Background Art

[0002] Telephone customer service, such as telephone banking systems, can provide customers with corresponding services in a timely and convenient manner. However, in the customer service systems in the prior art, the customer service voice function menu entry is deep, the opening remarks and button navigation instructions take a long time, and customers are difficult to remember. They often need to listen to the complete menu broadcast before they can make a choice. When the surrounding environment is noisy and affects the reading and listening, they need to listen to the broadcast from the beginning, which takes a long time; in addition, during the call, they may be directed to the relevant application platform for secondary operations. For example, when the telephone banking system involves complex transactions during the telephone service, it will be directed to the mobile banking platform and other platforms for secondary operations, resulting in a poor customer experience. Summary of the invention

[0003] The embodiments of the present invention provide a customer service method, device, medium and program product based on 5G new calls, which can facilitate customer operation when customer operation is required to provide corresponding telephone services, reduce service time and improve service efficiency.

[0004] In a first aspect, an embodiment of the present invention provides a customer service method based on a 5G new call, which is applied to a call processing server, including:

[0005] When the incoming call client supports 5G new calls, a data transmission channel is established between the incoming call client and the call processing server through the operator network;

[0006] Acquire customer information of the caller of this call, and predict the calling intention of the caller of this call based on the customer information;

[0007] Based on the prediction result of the incoming call intention, push the service page to the incoming call client through the operator's new call operation management platform; and

[0008] The service required for this call is provided to the calling customer through the data transmission channel and the service page.

[0009] In a second aspect, an embodiment of the present invention provides a customer service method based on 5G new calls, which is applied to a new call operation management platform of an operator, including:

[0010] Obtaining a prediction result of the current incoming call intention as described in any one of the embodiments of the present invention;

[0011] Based on the prediction result of the calling intention, the service page is pushed to the calling client, so that the call processing server provides the calling client with the required service for the calling client through the data transmission channel and the service page.

[0012] In a third aspect, an embodiment of the present invention further provides an electronic device, comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein when the processor executes the program, a customer service method based on 5G new calls as described in any one of the embodiments of the present invention is implemented.

[0013] In a fourth aspect, an embodiment of the present invention further provides a computer-readable storage medium having a computer program stored thereon, which, when executed by a processor, implements a customer service method based on 5G new calls as described in any one of the embodiments of the present invention.

[0014] In a fifth aspect, an embodiment of the present invention further provides a computer program product, including a computer program, which, when executed by a processor, implements a customer service method based on 5G new calls as described in any one of the embodiments of the present invention.

[0015] The embodiments of the present invention provide a customer service method, device, medium and program product based on 5G new calls. When the caller client of the current call supports 5G new calls, a data transmission channel is established between the caller client and the call processing server through the operator network, and the caller's call intention is predicted based on customer information. Then, based on the caller's intention, the service page is pushed to the caller client through the operator's new call operation management platform, and finally the service required for the call is provided to the caller through the data transmission channel and the service page. When providing telephone services to customers, customers do not need to make a selection after listening to the menu broadcast, and do not need to perform secondary operations on related application platforms. Therefore, it is convenient for customers to operate, reduce service time, improve service efficiency, and thus improve customer experience.

[0016] In addition, since the embodiment of the present invention obtains and predicts the calling customer's calling intention based on customer information, and pushes the service page based on the predicted result of the calling intention, it can intelligently push different service interfaces to different customers, provide more personalized services, and further improve customer experience. BRIEF DESCRIPTION OF THE DRAWINGS

[0017] In order to more clearly illustrate the technical solution of the present invention, the drawings required for use in the embodiments are briefly introduced below. It should be understood that the following drawings only show certain embodiments of the present invention and therefore should not be regarded as limiting the scope. For ordinary technicians in this field, other related drawings can be obtained based on these drawings without paying creative work.

[0018] Figure 1 It is a flow chart of a customer service method based on 5G new calls applied to a call processing server provided in an embodiment of the present invention;

[0019] Figure 2 It is another flowchart of a customer service method based on a 5G new call and applied to a call processing server provided in an embodiment of the present invention;

[0020] Figure 3 It is another flowchart of a customer service method based on 5G new calls and applied to a new call operation management platform provided in an embodiment of the present invention;

[0021] Figure 4 It is a structural schematic diagram of a customer service device based on 5G new calls integrated in a call processing server provided in an embodiment of the present invention;

[0022] Figure 5 It is a structural diagram of a customer service device based on 5G new calls integrated in a new call operation management platform provided by an embodiment of the present invention;

[0023] Figure 6 It is a structural schematic diagram of an electronic device provided by an embodiment of the present invention. DETAILED DESCRIPTION

[0024] In order to enable those skilled in the art to better understand the scheme of the present invention, the technical scheme in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work should fall within the scope of protection of the present invention.

[0025] It should be noted that the terms "first", "second", etc. in the specification and claims of the present invention and the above-mentioned drawings are used to distinguish similar objects, and are not necessarily used to describe a specific order or sequence. It should be understood that the data used in this way can be interchanged where appropriate, so that the embodiments of the present invention described herein can be implemented in an order other than those illustrated or described herein. In addition, the terms "including" and "having" and any variations thereof are intended to cover non-exclusive inclusions, for example, a process, method, system, product or device that includes a series of steps or units is not necessarily limited to those steps or units that are clearly listed, but may include other steps or units that are not clearly listed or inherent to these processes, methods, products or devices.

[0026] Figure 1A flowchart of a customer service method based on 5G new calls applied to a call processing server provided in an embodiment of the present invention is applicable to a scenario in which a telephone banking system provides services to customers. The method can be performed by a customer service device based on 5G new calls integrated in a call processing server provided in an embodiment of the present invention, and the device can be implemented in software and / or hardware. In a specific embodiment, the device can be integrated in an electronic device, such as a computer, a server, etc. The following embodiments will be described by taking the device integrated in an electronic device as an example. Reference Figure 1 , the method may specifically include the following steps:

[0027] Step 101: When the incoming call client supports 5G new calls, a data transmission channel is established between the incoming call client and the call processing server through the operator network. This step can help provide corresponding services to the incoming call client through the data transmission channel.

[0028] Specifically, the above-mentioned data transmission channel can be understood as a new data channel in the new 5G call technology that supports high-definition audio and video calls, and can transmit multimedia content such as text, pictures, videos, files, locations, actions, graffiti, menus, VR / AR, etc.

[0029] Optionally, before establishing a data transmission channel between the incoming call client and the call processing server through the operator network, it is determined whether the incoming call client supports 5G new calls based on whether the incoming call information carries 5G new call identification information.

[0030] Optionally, when the incoming call information of this incoming call carries 5G new call identification information, it is determined that the incoming call client of this incoming call supports 5G new calls.

[0031] Optionally, when the incoming call information of this incoming call does not carry the 5G new call identification information, it is determined that the calling client of this incoming call does not support 5G new communication, and corresponding service is provided for this incoming call based on the ordinary customer service system.

[0032] Optionally, the process of establishing a data transmission channel between the incoming call client and the call processing server through the operator network includes:

[0033] A basic call connection is established between the client and the call processing server, where the basic call connection carries the callback address of the 5G new call capability network element; and based on the callback address of the 5G new call capability network element, a data transmission channel is established between the incoming call client and the call processing server through the operator network.

[0034] Specifically, the callback address of the 5G new call capability network element is the technology for voice communication over the new air interface in the 5G network (Voice over New Radio) or the callback address of the VoNR+ capability network element. The callback address includes: the operator's gateway information, the unique identifier of the incoming call and the control information, in the form of, for example:

[0035] "https: / / XXX.XXX.XXX.XXX:XXXX / vonr / ncgw / calls / 20241127160617389235609705000130 / call-control".

[0036] Among them, "https: / / XXX.XXX.XXX.XXX:XXXX / vonr / ncgw / calls / " is the operator's gateway information, "20241127160617389235609705000130" is the unique identifier of this incoming call, and "vonr / ncgw / calls / " and " / call-control" are related control information.

[0037] Optionally, the process of establishing a data transmission channel between the incoming call client and the call processing server through the operator network based on the callback address of the 5G new call capability network element includes:

[0038] The unique identifier of the incoming call in the callback address of the 5G new call capability network element is sent to the operator network, so that the operator network can establish a data transmission channel between the above-mentioned incoming call client and the call processing server.

[0039] Step 102, obtain the customer information of the caller of this call, and predict the calling intention of the caller based on the customer information. This step can help push the service page to the caller based on the calling intention, so as to help push different service interfaces to different customers intelligently, provide more personalized services, and improve customer experience.

[0040] Optionally, the process of obtaining the customer information of the caller of this call includes:

[0041] Obtain the basic customer information and account information previously saved by the calling customer, and obtain the calling customer's recent business processing records to obtain the calling customer's customer information.

[0042] Specifically, the above basic customer information includes the customer's age and gender information, etc.

[0043] Specifically, the information retained by the customer in advance in the embodiments of the present invention is information and data authorized by the customer or fully authorized by all parties, and the collection, storage, use, processing, transmission, provision, disclosure and application of the relevant data comply with the relevant laws, regulations and standards of the relevant countries and regions, take necessary confidentiality measures, do not violate public order and good morals, and provide corresponding operation entrances for customers to choose to authorize or refuse.

[0044] Specifically, the recent business processing records of the calling customer include business processing records within a recent preset time period, and the preset time period can be set based on experience data, for example, can be set to half a year.

[0045] Optionally, the process of predicting the calling customer's calling intention based on the customer information includes:

[0046] The calling intention of the calling customer is predicted based on the customer information of the calling customer through a pre-trained calling intention recognition model.

[0047] Specifically, the calling intention of the incoming caller may also be predicted by other methods in the prior art. For example, the calling intention of the incoming caller may be predicted based on the customer portrait.

[0048] Step 103: Based on the prediction result of the incoming call intention, the service page is pushed to the incoming call client through the operator's new call operation management platform. This step can help provide the incoming caller with the service required for this call through the service page and the aforementioned data transmission channel.

[0049] Optionally, the prediction result of the calling intention mentioned above includes the services expected to be required this time.

[0050] Specifically, the above-mentioned services expected to be required this time may include one service or multiple services.

[0051] Optionally, the process of pushing the service page to the incoming call client through the operator's new call operation management platform based on the prediction result of the incoming call intention includes:

[0052] The identifier of the service expected to be required this time is sent to the new call operation and management platform, so that the new call operation and management platform can push the service page to the incoming call client based on the service expected to be required this time.

[0053] Specifically, the prediction result of the above-mentioned call intention may also include the corresponding result of whether the caller needs to use the push page, and when the caller needs to use the push page, the service page will be pushed to the caller client through the operator's new call operation management platform.

[0054] Step 104, providing the service required for this call to the caller through the data transmission channel and the current service page. This step is based on steps 101 to 103, by establishing a data transmission channel between the caller client and the call processing server through the operator network when the caller client of this call supports 5G new calls, and predicting the caller's call intention based on customer information, and then pushing the current service page to the caller client through the operator's new call operation management platform based on the call intention, and finally providing the caller with the service required for this call through the data transmission channel and the current service page, so that when providing telephone services to customers, customers do not need to make a selection after listening to the menu broadcast, and do not need to perform secondary operations on the relevant application platform, so that it is convenient for customers to operate, reduce service time, improve service efficiency, and thus improve customer experience; in addition, because the embodiment of the present invention obtains and predicts the caller's call intention based on customer information, and pushes the current service page based on the prediction result of the call intention, it can intelligently push different service interfaces for different customers, provide more personalized services, and further improve customer experience.

[0055] Optionally, the process of providing the calling customer with the service required for the current call through the data transmission channel and the current service page includes:

[0056] The information input by the calling customer based on this service page is transmitted through the above-mentioned data transmission channel. The information input by the calling customer may include text, voice, uploaded images, files, locations, actions and graffiti, and / or menu selection data and other types of data.

[0057] For example, for a telephone banking system, facial collection information and identity authentication information can be obtained through the above-mentioned data transmission channel.

[0058] Optionally, the process of providing the calling customer with the service required for the current call through the data transmission channel and the current service page includes:

[0059] Based on the operation information transmitted by the calling customer through the above-mentioned data transmission channel and based on this service page, we provide the customer with the services required for this call.

[0060] Specifically, the services required for the incoming call may include, for example, providing account balance information and unbinding a bank card from a certain application platform.

[0061] Optionally, the process of providing the calling customer with the service required for the current call through the data transmission channel and the current service page includes:

[0062] Guidance services are provided to calling customers based on the voice help information transmitted through the above-mentioned data transmission channel when the calling customers encounter problems in handling business based on this service page. The guidance services may be in the form of voice services, video services, text services, etc.

[0063] The following further describes a customer service method based on a 5G new call provided by an embodiment of the present invention. Figure 2 As shown, Figure 1 Step 104 in the method may include the following steps:

[0064] Step 1041, receiving a voice command transmitted by the calling customer based on the current service page through a data transmission channel.

[0065] In a specific example, the service page is a service page corresponding to the detailed query of bank card 1, including option 1 "Query the detailed income and expenditure of this year" and option 2 "Query the detailed income and expenditure of this month". The caller inputs a voice command "I need to select the first item" or "I want to query the detailed income and expenditure of this year" based on the service page.

[0066] Step 1042: Recognize the voice command and obtain a summary of the voice command.

[0067] In a specific example, when the voice command input by the customer is "I want to check the income and expenditure details of this year", the summary of the voice command "check the income and expenditure details of this year" is obtained.

[0068] Step 1043: Obtain a target command function template from among the preset multiple command function templates, the target command function template having a summary similarity with the voice command greater than a preset similarity threshold.

[0069] Specifically, the similarity threshold may be set based on experience, for example, may be set to a value between 95% and 99%.

[0070] In a specific example, the preset multiple command function templates include "query this year's income and expenditure details". When the summary of the customer's voice command is "query this year's income and expenditure details", "query this year's income and expenditure details" with a similarity greater than the corresponding threshold is used as the target command function template.

[0071] Step 1044: Push a new service page to the incoming call client through the new call operation management platform based on the target command function template.

[0072] Optionally, the process of pushing a new service page to the incoming call client through the new call operation management platform based on the target command function template includes:

[0073] Determine the service required by the caller for this call based on the command function target, and send the service mark of the service required for this call to the new call operation management platform, so that the new call operation management platform can push a new service page to the caller client based on the service required for this call.

[0074] In a specific example, based on the target command function template "query this year's income and expenditure details", it is determined that the service required by the calling customer for this call is the service of querying the income and expenditure details of bank card 1 this year.

[0075] Step 1045: Provide the calling customer with the required service through the data transmission channel and the new service page.

[0076] In a specific example, the income and expenditure details of bank card 1 for the current year are queried in the corresponding database, and the income and expenditure details of bank card 1 for the current year are displayed on the current service page through the above-mentioned data transmission channel.

[0077] The embodiment of the present invention can further provide customers with convenient, efficient and accurate services by jumping to the service page based on the customer's voice command.

[0078] Figure 3 A flow chart of a customer service method based on 5G new calls applied to a new call operation management platform provided in an embodiment of the present invention can be applied to a scenario in which a telephone banking system provides services to customers. The method can be performed by a customer service device based on 5G new calls integrated in a new call operation management platform provided in an embodiment of the present invention, and the device can be implemented in software and / or hardware. In a specific embodiment, the device can be integrated in an electronic device, such as a computer, a server, etc. The following embodiments will be described by taking the device integrated in an electronic device as an example.

[0079] refer to Figure 3 , the method may specifically include the following steps:

[0080] Step 301, obtaining a prediction result of the incoming call intention provided by any embodiment of the present invention.

[0081] Optionally, the prediction result of the calling intention mentioned above includes the services expected to be required this time.

[0082] Specifically, the above-mentioned services expected to be required this time may include one service or multiple services.

[0083] Step 302: Push the service page to the calling client based on the prediction result of the calling intention, so that the call processing server can provide the calling client with the service required for the calling through the data transmission channel and the service page.

[0084] Optionally, the new call operation management platform is pre-deployed with service pages corresponding to various services.

[0085] Optionally, the process of pushing the service page to the calling client based on the prediction result of the calling intention includes:

[0086] The service page corresponding to the service expected to be required this time is obtained from the service pages corresponding to the various services to obtain the current service page; and the current service page is pushed to the calling client.

[0087] It is understandable that by pre-deploying the service pages corresponding to various services, it takes less time to push the service page to the incoming call client, thereby improving service efficiency.

[0088] Specifically, after obtaining the services expected to be required this time, a service page corresponding to the services expected to be required this time may be established to obtain the above-mentioned service page this time.

[0089] Optionally, the prediction result of the calling intention includes the service expected to be required and the confidence score of the service expected to be required.

[0090] Specifically, when the estimated required services include multiple services, the service pages corresponding to the multiple services can be pushed to the calling client as the current service page at one time, or the current service page can be determined based on the confidence scores corresponding to the various services.

[0091] The customer service method based on 5G new calls and applied to the new call operation management platform provided in the embodiment of the present invention can enable the call server and the call processing server to provide the caller with the service required for the call through the data transmission channel and the service page by pushing the service page to the caller client based on the prediction result of the call intention, so that when providing telephone services to customers, customers do not need to make a selection after listening to the menu broadcast, and do not need to perform a secondary operation on the relevant application platform. Therefore, it is convenient for customers to operate, reduce service time, improve service efficiency, and provide personalized services for different customers, thereby improving customer experience.

[0092] Figure 4 1 is a structural diagram of a 5G new call-based customer service device integrated in a call processing server provided in an embodiment of the present invention, and the device is suitable for executing a 5G new call-based customer service method applied to a call processing server provided in an embodiment of the present invention. Figure 4 As shown, the device may specifically include:

[0093] The data transmission channel establishing module 401 is used to establish a data transmission channel between the incoming call client and the call processing server through the operator network when the incoming call client supports 5G new calls.

[0094] Optionally, the above-mentioned data transmission channel establishment module 401 can be specifically used to establish a basic call connection between the client and the call processing server, the basic call connection carries the callback address of the 5G new call capability network element; and based on the callback address of the 5G new call capability network element, establish a data transmission channel between the incoming call client and the call processing server through the operator network.

[0095] The caller intention prediction module 402 is used to obtain the customer information of the caller of this call, and predict the caller's intention of this call based on the customer information.

[0096] Optionally, the above-mentioned caller intention prediction module 402 can be specifically used to obtain the basic customer information and account information previously retained by the caller, and obtain the recent business handling records of the caller to obtain the customer information of the caller.

[0097] Optionally, the above-mentioned caller intention prediction module 402 can be specifically used to predict the caller's call intention this time based on the caller's customer information through a pre-trained caller intention recognition model.

[0098] The service push module 403 is used to push the service page to the incoming call client through the operator's new call operation management platform based on the prediction result of the incoming call intention.

[0099] Optionally, the prediction result of the calling intention mentioned above includes the services expected to be required this time.

[0100] Optionally, the service page push module 403 can be specifically used to send the identifier of the service expected to be required this time to the new call operation management platform, so that the new call operation management platform pushes the service page to the incoming client based on the service expected to be required this time.

[0101] The service providing module 404 is used to provide the calling customer with the service required for the current call through the data transmission channel and the current service page.

[0102] Optionally, the above-mentioned service provision module 404 can be specifically used to receive voice commands transmitted by the incoming caller based on the current service page through the data transmission channel; recognize the voice command and obtain a summary of the voice command; obtain a target command function template from multiple preset command function templates whose summary similarity with the voice command is greater than a preset similarity threshold; push a new current service page to the incoming call client through the new call operation management platform based on the target command function template; and provide the required service to the incoming caller through the data transmission channel and the new current service page.

[0103] Optionally, the customer service device based on 5G new calls integrated in the call processing server provided in an embodiment of the present invention also includes: a judgment module, used to determine that the incoming call client of the incoming call supports 5G new calls when the incoming call information of the incoming call carries 5G new call identification information.

[0104] The customer service device based on 5G new calls integrated in the call processing server provided by the embodiment of the present invention can establish a data transmission channel between the incoming call client and the call processing server through the operator's network, and predict the incoming call intention of the incoming call based on the customer information, and then push the service page to the incoming call client through the operator's new call operation management platform based on the intention of the current call, and finally provide the incoming call with the required services for this call through the data transmission channel and the current service page, so that when providing telephone services to customers, customers do not need to make a selection after listening to the menu broadcast, and do not need to perform secondary operations on the relevant application platform, which can facilitate customer operation, reduce service time, improve service efficiency, and thus improve customer experience.

[0105] In addition, since the embodiment of the present invention obtains and predicts the calling customer's calling intention based on customer information, and pushes the service page based on the predicted result of the calling intention, it can intelligently push different service interfaces to different customers, provide more personalized services, and further improve customer experience.

[0106] Figure 5 This is a structural diagram of a 5G new call-based customer service device integrated in a new call operation management platform provided in an embodiment of the present invention. The device is suitable for executing a 5G new call-based customer service method applied to a new call operation management platform provided in an embodiment of the present invention. Figure 5 As shown, the device may specifically include:

[0107] The prediction result acquisition module 501 is used to obtain the prediction result of the current incoming call intention provided by any embodiment of the present invention.

[0108] Optionally, the prediction result of the calling intention mentioned above includes the services expected to be required this time.

[0109] The page push module 502 pushes the service page to the calling client based on the prediction result of the calling intention, so that the call processing server provides the calling client with the service required for the calling through the data transmission channel and the service page.

[0110] Optionally, the new call operation management platform is pre-deployed with service pages corresponding to various services.

[0111] Optionally, the page push module 502 can be specifically used to obtain the service page corresponding to the service expected to be required this time from the service pages corresponding to various services to obtain the current service page; and push the current service page to the incoming call client.

[0112] The customer service method based on 5G new calls integrated in the new call operation management platform provided by the embodiment of the present invention can push the service page to the incoming call client through the prediction result based on the intention of the current call, so that the call server and the call processing server can provide the incoming call customer with the service required for the current call through the data transmission channel and the current service page, so that when providing telephone services to customers, customers do not need to make a selection after listening to the menu broadcast, and do not need to perform secondary operations on the relevant application platform. Therefore, it is convenient for customers to operate, reduce service time, improve service efficiency, and can provide personalized services for different customers, thereby improving customer experience.

[0113] Those skilled in the art can clearly understand that for the convenience and simplicity of description, only the division of the above-mentioned functional modules is used as an example for illustration. In actual applications, the above-mentioned functions can be assigned to different functional modules as needed, that is, the internal structure of the device is divided into different functional modules to complete all or part of the functions described above. The specific working process of the functional modules described above can refer to the corresponding process in the aforementioned method embodiment, and will not be repeated here.

[0114] An embodiment of the present invention also provides an electronic device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein when the processor executes the program, the customer service method based on 5G new calls provided in any of the above embodiments is implemented.

[0115] An embodiment of the present invention also provides a computer-readable medium having a computer program stored thereon, which, when executed by a processor, implements the customer service method based on 5G new calls provided in any of the above embodiments.

[0116] An embodiment of the present invention also provides a computer program product, including a computer program, which, when executed by a processor, implements a customer service method based on 5G new calls as described in any one of the embodiments of the present invention.

[0117] Reference below Figure 6 , which shows a schematic diagram of the structure of a computer system 600 of an electronic device suitable for implementing an embodiment of the present invention. Figure 6 The electronic device shown is only an example and should not bring any limitation to the functions and scope of use of the embodiments of the present invention.

[0118] like Figure 6 As shown, the computer system 600 includes a central processing unit (CPU) 601, which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM) 602 or a program loaded from a storage part 608 into a random access memory (RAM) 603. In the RAM 603, various programs and data required for the operation of the system 600 are also stored. The CPU 601, the ROM 602, and the RAM 603 are connected to each other via a bus 604. An input / output (I / O) interface 605 is also connected to the bus 604.

[0119] The following components are connected to the I / O interface 605: an input section 606 including a keyboard, a mouse, etc.; an output section 607 including a cathode ray tube (CRT), a liquid crystal display (LCD), etc., and a speaker, etc.; a storage section 608 including a hard disk, etc.; and a communication section 609 including a network interface card such as a LAN card, a modem, etc. The communication section 609 performs communication processing via a network such as the Internet. A drive 510 is also connected to the I / O interface 605 as needed. A removable medium 511, such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, etc., is installed on the drive 510 as needed, so that a computer program read therefrom is installed into the storage section 608 as needed.

[0120] In particular, according to the embodiments disclosed in the present invention, the process described above with reference to the flowchart can be implemented as a computer software program. For example, the embodiments disclosed in the present invention include a computer program product, which includes a computer program carried on a computer-readable medium, and the computer program includes a program code for executing the method shown in the flowchart. In such an embodiment, the computer program can be downloaded and installed from the network through the communication part 609, and / or installed from the removable medium 511. When the computer program is executed by the central processing unit (CPU) 601, the above-mentioned functions defined in the system of the present invention are executed.

[0121] It should be noted that the computer-readable medium shown in the present invention may be a computer-readable signal medium or a computer-readable storage medium or any combination of the above two. The computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device or device, or any combination of the above. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the above. In the present invention, a computer-readable storage medium may be any tangible medium containing or storing a program that can be used by or in combination with an instruction execution system, device or device. In the present invention, a computer-readable signal medium may include a data signal propagated in a baseband or as part of a carrier wave, which carries a computer-readable program code. This propagated data signal may take a variety of forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the above. Computer-readable signal media may also be any computer-readable medium other than computer-readable storage media, which may send, propagate or transmit a program for use by or in conjunction with an instruction execution system, apparatus or device. The program code contained on the computer-readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wire, optical cable, RF, etc., or any suitable combination of the above.

[0122] The flow chart and block diagram in the accompanying drawings illustrate the possible architecture, function and operation of the system, method and computer program product according to various embodiments of the present invention. In this regard, each box in the flow chart or block diagram can represent a module, a program segment, or a part of a code, and the above-mentioned module, program segment, or a part of a code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the box can also occur in a different order from the order marked in the accompanying drawings. For example, two boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram or flow chart, and the combination of the boxes in the block diagram or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0123] The modules and / or units involved in the embodiments of the present invention may be implemented by software or hardware. The modules and / or units described may also be provided in a processor, for example, may be described as: a processor including a data transmission channel establishment module, a caller intention prediction module, a service push module, and a service provision module; or, may be described as: a processor including a prediction result acquisition module and a page push module. The names of these modules do not, in some cases, constitute limitations on the modules themselves.

[0124] As another aspect, the present invention also provides a computer-readable medium, which may be included in the device described in the above embodiment; or it may exist independently without being assembled into the device. The above computer-readable medium carries one or more programs, and when the above one or more programs are executed by a device, the device implements: when the incoming call client of this call supports 5G new calls, a data transmission channel between the incoming call client and the call processing server is established through the operator network; the customer information of the incoming call customer of this call is obtained, and the calling customer's intention for this call is predicted based on the customer information; based on the prediction result of the intention of this call, the service page of this call is pushed to the incoming call client through the operator's new call operation management platform; and the service required for this call is provided to the incoming call customer through the data transmission channel and this service page.

[0125] The above specific implementations do not constitute a limitation on the protection scope of the present invention. It should be understood by those skilled in the art that various modifications, combinations, sub-combinations and substitutions may occur depending on design requirements and other factors. Any modification, equivalent substitution and improvement made within the spirit and principle of the present invention shall be included in the protection scope of the present invention.

Claims

1. A customer service method based on 5G new calls, applied to a call processing server, characterized in that: include: When the incoming call client supports 5G new calls, a data transmission channel is established between the incoming call client and the call processing server through the operator network; Acquire customer information of the caller of this call, and predict the calling intention of the caller of this call based on the customer information; Based on the prediction result of the incoming call intention, push the service page to the incoming call client through the operator's new call operation management platform; as well as The service required for this call is provided to the calling customer through the data transmission channel and the service page.

2. The customer service method based on 5G new call according to claim 1, characterized in that: The establishing of a data transmission channel between the incoming call client and the call processing server through the operator network includes: Establishing a basic call connection between the client and the call processing server, wherein the basic call connection carries a callback address of a 5G new call capability network element; and Based on the callback address of the 5G new call capability network element, the data transmission channel between the incoming call client and the call processing server is established through the operator network.

3. The customer service method based on 5G new call according to claim 1, characterized in that: The acquiring the customer information of the caller of the current call, and predicting the calling intention of the caller of the current call based on the customer information, includes: Obtaining the basic customer information and account information previously saved by the calling customer, and obtaining the recent business handling records of the calling customer to obtain the customer information of the calling customer; and The calling intention of the calling customer is predicted based on the customer information of the calling customer through a pre-trained calling intention recognition model.

4. The customer service method based on 5G new call according to claim 1, characterized in that: The prediction result of the call intention is the service expected to be required this time; the prediction result of the call intention is based on the service page pushed to the call client through the operator's new call operation management platform, including: The identifier of the service expected to be required this time is sent to the new call operation and management platform, so that the new call operation and management platform pushes the service page to the incoming call client based on the service expected to be required this time.

5. The customer service method based on 5G new call according to claim 1, characterized in that: Providing the calling customer with the service required for the current call through the data transmission channel and the current service page includes: receiving, through the data transmission channel, a voice command transmitted by the calling customer based on the service page; Recognizing the voice command and obtaining a summary of the voice command; Obtaining a target command function template from among a plurality of preset command function templates, the target command function template having a summary similarity with the voice command greater than a preset similarity threshold; Pushing a new service page to the incoming call client through the new call operation management platform based on the target command function template; and The required service is provided to the calling customer through the data transmission channel and the new service page.

6. A customer service method based on 5G new calls, applied to the new call operation management platform, characterized in that: include: Obtaining the prediction result of the current incoming call intention as described in any one of claims 1 to 5; as well as Based on the prediction result of the calling intention, the service page is pushed to the calling client, so that the call processing server provides the calling client with the required service for the calling client through the data transmission channel and the service page.

7. The customer service method based on 5G new call according to claim 6, characterized in that: The prediction result of the call intention includes the expected services required this time; the new call operation management platform pre-deploys service pages corresponding to various services; the service page is pushed to the client of the call based on the prediction result of the call intention, including: Acquire the service page corresponding to the service expected to be required this time from the service pages corresponding to the various services to obtain the current service page; and Push the service page to the calling client.

8. An electronic device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein: When the processor executes the program, it implements the customer service method based on 5G new calls as described in any one of claims 1 to 7.

9. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the program is executed by a processor, it implements the customer service method based on 5G new calls as described in any one of claims 1 to 7.

10. A computer program product, comprising a computer program, which, when executed by a processor, implements the customer service method based on 5G new calls according to any one of claims 1 to 7.

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