Business implementation methods, devices, computer devices, and readable media

Abstract

A method, an apparatus, a computer device and a readable medium for implementing customer service operations. The method is applied to a customer service system, and when an audio-video interaction is performed between the customer service system and a user terminal through an audio-video channel, the method includes the steps of: establishing a data channel between the IMS and the user terminal by sending first multimedia information to the IMS, and requesting the IMS to send the first multimedia information to the user terminal through the data channel, the first multimedia information being for presenting user feedback information of the user terminal, and being multimedia interaction information after being synchronized and associated with the audio-video information sent through the audio-video channel. The customer service operation implementation method disclosed herein makes the interaction with the user more intuitive, the user experience more dynamic, the business procedure more efficient, and helps enterprise users intuitively introduce products and services.

Description

Technical Field

[0001] [Cross - reference to Related Applications] This disclosure claims the priority of a Chinese patent application with the application number 202111062684.4 and the invention title "Customer Service Business Realization Method, Apparatus, Computer Device and Readable Medium", which was filed with the National Intellectual Property Administration on September 10, 2021, and all the contents of this application are incorporated herein by reference.

[0002] [Technical Field] The embodiments of this disclosure relate to the field of communication technology, but are not limited thereto. Specifically, they relate to a customer service business realization method, apparatus, computer device and readable medium.

Background Art

[0003] According to the definition of 3GPP (registered trademark) (3rd Generation Partnership Project), IMS (IP Multimedia Core Network Subsystem) can realize an IP - based multimedia session including multimedia services such as voice and video. The IMS network can not only provide voice calls for fixed terminals, but also provide voice calls for mobile terminals in VoLTE (Voice over Long Term Evolution), VoNR (Voice over Next Radio) and VoWiFi (Voice over WiFi).

[0004] Customer service operations have developed over several decades and are now highly mature. Carriers, companies, and individuals alike are accustomed to customer service hotline services. Various fixed and mobile terminals can interconnect with customer service systems via IMS networks in real-time voice networks, enabling customer service hotline services. In related technologies, as shown in Figure 1, the customer service system connects with user terminals using voice-video channels via the telecommunications carrier's voice network, achieving voice interconnection.

[0005] The communication method between the customer service system and user terminals is monolithic, only capable of transmitting audio and video signals, resulting in a lack of diverse interaction options. From an experience perspective, the customer service system is fundamentally reliant on voice services, and IVR (Interactive Voice Response) navigation is redundant, difficult to navigate, and fails to adequately fulfill its role as a guide.

[0006] In related technologies, customer service systems suffer from reduced communication efficiency with users during business processes, decreased user engagement, and difficulty in further improving satisfaction. For corporate users, this makes it difficult to intuitively introduce products and services to users, severely restricting the company's business development. [Overview of the project] [Means for solving the problem]

[0007] This disclosure provides a method, apparatus, computer apparatus, and readable medium for implementing customer service operations.

[0008] In a first embodiment, an embodiment of the present disclosure provides a customer service operation implementation method applicable to a customer service system, which, when an audio-video interaction is performed between the customer service system and a user terminal via an audio-video channel, includes the step of transmitting first multimedia information to an IP multimedia system (IMS) to establish a data channel between the IMS and the user terminal and requesting the IMS to transmit the first multimedia information to the user terminal via the data channel, wherein the first multimedia information is for presenting user feedback information to the user terminal and is multimedia interaction information that has been synchronized and associated with the audio-video information transmitted via the audio-video channel, providing a customer service operation implementation method.

[0009] In another embodiment, an embodiment of the present disclosure further provides a customer service operation implementation method applicable to a user terminal, comprising the steps of: receiving first multimedia information which is multimedia interaction information synchronized and associated with audio video information transmitted via an audio video channel, and which is transmitted by the customer service system to an IP multimedia system IMS and transmitted by the IMS via a data channel, when an audio video interaction takes place between the customer service system and the user terminal via an audio video channel; transmitting first feedback information via the data channel, which is multimedia information provided as feedback by the user of the user terminal based on the first multimedia information, when first feedback information is obtained; and transmitting second feedback information via the audio video channel, when second feedback information is audio video information provided as feedback by the user of the user terminal based on audio video information transmitted from the audio video channel.

[0010] In yet another embodiment, an embodiment of the present disclosure further provides a customer service system comprising a first push module configured to transmit first multimedia information to an IP multimedia system IMS, thereby requesting the IMS to establish a data channel between the IMS and the user terminal, and transmitting the first multimedia information to the user terminal via the data channel, when an audio-video interaction takes place between the customer service system and a user terminal via an audio-video channel, wherein the first multimedia information is for presenting user feedback information to the user terminal and is multimedia interaction information that has been synchronized and associated with the audio-video information transmitted via the audio-video channel.

[0011] In a further embodiment, an embodiment of the present disclosure further provides a user terminal comprising a first receiving module, a second receiving module, a first transmitting module, and a second transmitting module, wherein the first receiving module is configured to receive first multimedia information when the second receiving module engages in audio-video interaction with a customer service system via an audio-video channel, the first multimedia information being multimedia interaction information synchronized and associated with audio-video information transmitted via the audio-video channel, transmitted by the customer service system to an IP multimedia system IMS, and transmitted by the IMS via a data channel, the first transmitting module is configured to transmit first feedback information via the data channel when it has received first feedback information, the first feedback information being multimedia information provided as feedback by the user of the user terminal based on the first multimedia information, and the second transmitting module is configured to transmit second feedback information via the audio-video channel when it has received second feedback information, the second feedback information being audio-video information provided as feedback by the user of the user terminal based on audio-video information transmitted from the audio-video channel.

[0012] In a further embodiment, an embodiment of the present disclosure further provides a computer device comprising at least one processor and a storage device storing one or more programs, wherein when the at least one program is executed by the at least one processor, the at least one processor implements the customer service operation implementation method described above.

[0013] In a further embodiment, embodiments of the present disclosure further provide a computer-readable medium on which a computer program is stored, which enables the customer service operation method described above when the computer program is executed by a processor. [Brief explanation of the drawing]

[0014] [Figure 1] This is a conceptual diagram of the system architecture of related technologies. [Figure 2] This is a conceptual diagram of the system architecture of the present disclosure embodiment. [Figure 3] This is a conceptual flowchart of the customer service implementation method provided by the disclosed embodiment. [Figure 4] This is a conceptual flowchart of a customer service operation implementation method provided by another embodiment of the present disclosure. [Figure 5] This is a conceptual flowchart of a customer service operation implementation method provided by another embodiment of the present disclosure. [Figure 6] This is a conceptual diagram of the system architecture of an application scene provided by the embodiments of this disclosure. [Figure 7] This is a conceptual flowchart of the signaling flow for a customer service operation implementation method in an application scenario provided by the embodiments of this disclosure. [Figure 8] This is a conceptual diagram of the system architecture of another application scenario provided by the embodiments of this disclosure. [Figure 9] This is a conceptual flowchart of the signaling flow for a customer service operation implementation method in another application scenario provided by the embodiments of this disclosure. [Figure 10] It is a conceptual diagram of the system architecture of another application scenario provided by an embodiment of the present disclosure. [Figure 11] It is a signaling flow conceptual diagram of a customer service business realization method of another application scenario provided by an embodiment of the present disclosure. [Figure 12] It is a flow conceptual diagram of a customer service business realization method provided by an embodiment of the present disclosure. [Figure 13] It is a structural conceptual diagram of a customer service system provided by an embodiment of the present disclosure. [Figure 14] It is a structural conceptual diagram of a customer service system provided by another embodiment of the present disclosure. [Figure 15] It is a structural conceptual diagram of a customer service system provided by another embodiment of the present disclosure. [Figure 16] It is a structural conceptual diagram of a user terminal provided by an embodiment of the present disclosure. [Figure 17] It is a structural conceptual diagram of a user terminal provided by another embodiment of the present disclosure.

Mode for Carrying Out the Invention

[0015] Hereinafter, exemplary embodiments will be more fully described with reference to the drawings. However, the exemplary embodiments described should not be construed as being limited to the embodiments described in this specification, and can be embodied in different forms. Conversely, the purpose of providing these embodiments is to clarify and complete the present disclosure and to enable those skilled in the art to fully understand the scope of the present disclosure.

[0016] As used herein, the term "and / or" includes any and all combinations of one or more of the associated listed items.

[0017] The terms used herein are used solely to describe specific embodiments and are not intended to limit the disclosure. The singular forms “one” and “the” as used herein are also intended to include the plural form unless the context specifically indicates otherwise. Furthermore, where the terms “contains” and / or “consist of” are used herein, they refer to the presence of such features, wholes, steps, operations, elements and / or components, but are not intended to exclude the presence or addition of one or more other features, wholes, steps, operations, elements, components and / or groups thereof.

[0018] The embodiments described herein can be illustrated with reference to the ideal conceptual diagrams of this disclosure, as well as to plan and / or sectional views. Thus, the exemplary drawings can be modified based on manufacturing techniques and / or tolerances. Accordingly, the embodiments are not limited to those shown in the drawings and include configuration changes formed based on the manufacturing process. For this reason, the areas illustrated in the drawings have schematic attributes, and the shapes of the areas shown in the drawings illustrate, but are not limiting, the specific shapes of the element areas.

[0019] Unless otherwise specified, all terms used herein (including technical and scientific terms) have the same meaning as those commonly understood by those skilled in the art. Furthermore, terms as defined in general dictionaries should be construed to have a meaning consistent with the relevant art and its meaning in the context of this disclosure, and not to have an ideal or excessive formal meaning unless expressly limited herein.

[0020] Embodiments of this disclosure provide a method for realizing customer service operations applicable to the system shown in Figure 2. As shown in Figure 2, the system includes a customer service system, network element devices in a voice network, voice service devices, and user terminals. The customer service system requires the voice service devices to be deployed within the voice network, and the voice service devices are connected to the customer service system and the network element devices in the voice network, respectively, and support the transmission of multimedia information. The voice network includes fixed voice networks and VoLTE / VoNR / VoWiFi voice networks. The network element devices in the voice network may be IMS network elements, and can include IMS network devices such as VoLTE AS (Application Server), VoLTE SBC (Session Border Controller), and I / S-CSCF (Inquiry Call Session Control Function Entity / Service Call Session Control Function Entity), and can support data channel (DC) related functions. User terminals can support data channels and include fixed terminals and mobile terminals. If the user terminal's chip does not support data channels, installing the original SDK (Software Development Kit) at the time of shipment will enable data channel support, thus avoiding the need for application installation / uninstallation on the user terminal.

[0021] As shown in Figure 3, the customer service implementation method provided in the embodiment of this disclosure is applied to a customer service system and includes the following steps.

[0022] Step 31, when conducting an audio-video interaction between the customer service system and the user terminal via an audio-video channel, the system sends first multimedia information to the IP multimedia system IMS to establish a data channel between the IMS and the user terminal and requests the IMS to transmit the first multimedia information to the user terminal via the data channel. The first multimedia information is intended to present user feedback information to the user terminal and is multimedia interaction information that has been synchronized and associated with the audio-video information transmitted via the audio-video channel.

[0023] In this step, when voice-video interaction is performed between the customer service system and the user terminal via a voice-video channel, for example, when the customer service system and the user terminal perform IVR via the voice-video channel, the first multimedia information pushed by the customer service system is sent to the IMS in the voice network via a data channel, and then transmitted to the user terminal via the data channel by the IMS.

[0024] To improve the efficiency of communication between customer service systems and users, and to enhance service satisfaction, related technologies employ OTT (Over The Top) applications. Customer service systems support voice calls while also enabling interaction with files, images, and locations. However, OTT voice services lack QoS (Quality of Service) guarantees and require the installation of specialized applications, making widespread adoption and application inconvenient. In the embodiments of this disclosure, the first multimedia information is pushed to the user terminal using network element devices (i.e., IMS network element devices) in the telecommunications carrier's voice network. This allows the carrier to improve service quality and guarantee QoS.

[0025] In related technologies, the customer service system and the user terminal perform IVR via an audio-video channel. After the user terminal receives a menu or audio IVR navigation broadcast, it interacts with the customer service system via a DTMF (Dual Tone Multi Frequency) audio channel using conventional keys on the user terminal. Intuitive and deep communication is not possible between the customer service system and the user terminal, each stage of the service is fragmented, and the user does not receive a unified service.

[0026] The customer service implementation method provided in the embodiments of this disclosure retains the conventional IVR navigation function in the customer service system while simultaneously pushing first multimedia information to the user terminal via a data channel. This first multimedia information corresponds to audio-video information transmitted via an audio-video channel. As a result, the interaction between the customer service system and the user becomes more intuitive, the user experience becomes more dynamic, and business procedures become more efficient, helping corporate users to intuitively introduce products and services. The customer service system can integrate various distributed operations and provide a unified entry point, allowing users to enjoy "consistent" service simply by dialing a customer service number through their user terminal, significantly improving the business experience. The functionality of the customer service system is enhanced and improved, contributing to improved service quality and operational levels.

[0027] In some embodiments, the first multimedia information includes information such as interactive menus, files, facial expressions, and actions, and may include, for example, text, images, files, location, and five pages of HTML (Hyper Text Markup Language).

[0028] The customer service implementation method provided in the embodiments of this disclosure is applied to a customer service system. When an audio-video interaction takes place between the customer service system and a user terminal via an audio-video channel, the system establishes a data channel between the IMS and the user terminal by sending first multimedia information to the IMS, and requests the IMS to transmit the first multimedia information to the user terminal via the data channel. The first multimedia information is for presenting user feedback information to the user terminal and is multimedia interaction information that has been synchronized and associated with the audio-video information transmitted via the audio-video channel. The customer service implementation method in the embodiments of this disclosure makes user interaction more intuitive, the user experience more vibrant, and business procedures more efficient, helping corporate users to intuitively introduce products and services. The customer service system can integrate various distributed operations, enhancing and improving the functionality of the customer service system, which helps improve service quality and operational levels.

[0029] Since the first multimedia information is interactive information, the user terminal can interact with the customer service system and the multimedia information. Furthermore, since communication between the customer service system and the user terminal takes place via the voice-video channel of the voice network, the push of multimedia information and interaction with the user terminal take place via the data channel, and the routing of the voice-video channel and the data channel in the voice network is completely independent. In the process of realizing the customer service system's operations, the accuracy and cohesion of the business logic can only be guaranteed if the voice-video channel and the data channel work together. In addition, in order to guarantee compatibility with conventional customer service systems, after the user terminal receives the first multimedia information (e.g., a visualization menu) or voice-video information (e.g., voice IVR navigation broadcast), it may feed back the information via the data channel or via the voice-video channel. Therefore, a correct correlation must be established between the information fed back via the data channel and the information fed back via the voice-video channel.

[0030] Therefore, in some embodiments, as shown in Figure 4, the customer service implementation method further includes the following steps after establishing a data channel between the IMS and the user terminal by transmitting first multimedia information to the IMS and requesting the IMS to transmit the first multimedia information to the user terminal via the data channel (i.e., step 31).

[0031] Step 41: The user terminal receives first feedback information, which is information transmitted via the data channel by the user terminal and which is feedback provided by the user of the user terminal based on the first multimedia information.

[0032] In this step, the customer service system receives first feedback information, which is transmitted to the user terminal by the user via a touchscreen and then transmitted by the user terminal via a data channel. The first feedback information is multimedia information and is feedback on the first multimedia information, such as feedback on the selection result of a visualization menu. Thus, interaction with various forms of multimedia information can be realized between the customer service system and the user terminal.

[0033] Step 42: Based on the first feedback information, second multimedia information, which is the next level of multimedia interaction information from the first feedback information, is generated, and first audio-video information is generated that is synchronized and associated with the second multimedia information.

[0034] In this step, the customer service system determines the subsequent range of functions based on feedback from the user terminal, generates the next level of interaction information, for example, generates the next level of push submenu (e.g., an HTML5 page), generates second multimedia information, and then generates first audio-video information (e.g., the next level of IVR information) that matches the second multimedia information.

[0035] Step 43: The second multimedia information is transmitted to the user terminal via the data channel, and the first audio-video information is transmitted to the user terminal via the audio-video channel.

[0036] In this step, the customer service system transmits the next level of multimedia interaction information to the user terminal via a data channel, and then transmits the next level of audio-video interaction information to the user terminal via an audio-video channel.

[0037] As can be seen from steps 41-43, multi-level interaction of conversational information can be achieved between the customer service system and the user terminal in different ways. Even if the selection result that the user terminal feeds back to the customer service system is multimedia information rather than audio / video information, the customer service system can generate the next level of audio / video information based on the multimedia information fed back by the user and continue to push that next level of audio / video information to the user terminal.

[0038] Since an audio-video channel is established between the customer service system and the user terminal, the customer service system can further interact with the user terminal via the audio-video channel to exchange audio-video information. As shown in Figure 5, in some embodiments, after establishing a data channel between the IMS and the user terminal by sending first multimedia information to the IMS and requesting the IMS to send the first multimedia information to the user terminal via the data channel (i.e., step 31), the customer service implementation method further includes the following steps.

[0039] Step 51, the user terminal receives second feedback information, which is audio-video information transmitted via the audio-video channel and feedback provided by the user of the user terminal based on the audio-video information transmitted from the audio-video channel.

[0040] Since the customer service system has already transmitted audio-video information to the user terminal via the audio-video channel, in this step, the customer service system receives second feedback information. The second feedback information is transmitted to the user terminal by the user of the user terminal using a key method, and then transmitted by the user terminal via the audio-video channel using a DTMF (Dual Tone Multi Frequency) signal. The second feedback information may also be IVR response information, for example, feedback information regarding the selection result of IVR voice navigation (e.g., DTMF feedback information).

[0041] Step 52: Based on the second feedback information, second audio-video information, which is the next level of dialogue information after the second feedback information, is generated, and third multimedia information is generated that is synchronized and associated with the second audio-video information.

[0042] In this step, the customer service system determines the subsequent range of functions based on user terminal feedback, generates the next level of interaction information, for example, generates the next level of audio-video information (i.e., second audio-video information, e.g., IVR information), and after generating the second audio-video information, generates third multimedia information (e.g., the next level of push submenu) synchronized and associated with the second audio-video information.

[0043] Step 53: Second audio-video information is transmitted to the user terminal via the audio-video channel, and third multimedia information is transmitted to the user terminal via the data channel.

[0044] In this step, the customer service system transmits the following level of audio-video interaction information to the user terminal via the audio-video channel, and the following level of multimedia interaction information to the user terminal via the data channel.

[0045] As can be seen from steps 51-53, the customer service system and the user terminal enable multi-level interaction of conversational information in different ways. Even if the selection result that the user terminal feeds back to the customer service system is not multimedia information but audio / video information, the customer service system can generate the next level of multimedia information based on the audio / video information that the user has fed back and can continue to push that next level of multimedia information to the user terminal.

[0046] Furthermore, the user terminal can transmit first feedback information via the data channel and / or second feedback information via the audio / video channel.

[0047] To adapt to customer service systems with different processing capabilities and different application scenarios, the embodiments of this disclosure present different multimedia information push methods.

[0048] In some embodiments, a customer service system pushes multimedia information using a voice service device and a telecommunications carrier's voice network and receives feedback information from a user terminal. Accordingly, the step of sending first multimedia information to the IMS to establish a data channel between the IMS and the user terminal and requesting the IMS to transmit the first multimedia information to the user terminal via the data channel (i.e., step 31) may include sending a first push request carrying the first multimedia information to the voice service device, which is used to instruct the voice service device to establish a first data channel between the voice service device and the IMS and transmit the first multimedia information to the IMS via the first data channel, and to cause the voice service device to instruct the IMS to establish a second data channel between the IMS and the user terminal and to cause the IMS to transmit the first multimedia information to the user terminal via the second data channel. In other words, the customer service system sends a first push request carrying first multimedia information to a voice service device, the voice service device acquires the first multimedia information and then establishes a first data channel between the voice service device and the IMS and transmits the first multimedia information to the IMS via the first data channel, and after the IMS receives the first multimedia information, it establishes a second data channel between the IMS and the user terminal and transmits the first multimedia information to the user terminal via the second data channel, thereby enabling the customer service system to push multimedia information to the user terminal.

[0049] Accordingly, in some embodiments, the step of receiving first feedback information transmitted by a user terminal via a data channel (i.e., step 41) includes receiving a first push response transmitted by a voice service device and obtaining the first feedback information contained therein, which is transmitted by the user terminal to the IMS via a second data channel and transmitted by the IMS to the voice service device via the first data channel. The step of transmitting second multimedia information to the user terminal via a data channel (i.e., step 43) includes sending a second push request to the voice service device that contains the second multimedia information, which is used to instruct the IMS to transmit the second multimedia information to the user terminal via the second data channel by the voice service device transmitting the second multimedia information to the IMS via the first data channel. In other words, the user terminal transmits first feedback information (i.e., information that the user of the user terminal has provided as feedback based on the first multimedia information) to the IMS via the second data channel, the IMS transmits the first feedback information to the voice service device via the first data channel, the voice service device transmits a first push response containing the first feedback information to the customer service system, and the customer service system retrieves the first feedback information therein. After the customer service system generates second multimedia information (i.e., the next level of dialogue information from the first feedback information) based on the first feedback information, it transmits a second push request containing the second multimedia information to the voice service device, the voice service device transmits the second multimedia information to the IMS via the first data channel, and after the IMS receives the second multimedia information, it transmits the second multimedia information to the user terminal via the first data channel, thereby enabling the customer service system to further push the next level of multimedia information based on feedback from the user terminal.

[0050] In some embodiments, the customer service system includes an SCU (Signal Conversion Unit). In this case, the step of sending a first push request carrying first multimedia information to a voice service device includes the step of sending a first push request carrying first multimedia information to the voice service device via the SCU, and / or the step of receiving a first push response transmitted by the voice service device includes the step of receiving a first push response transmitted by the voice service device via the SCU, and / or the step of sending a second push request carrying the second multimedia information to the voice service device includes the step of sending a second push request carrying the second multimedia information to the voice service device via the SCU. Note that when the customer service system deploys an SCU, no changes are required to existing business modules within the customer service system.

[0051] In some embodiments, the customer service system does not need to use voice service equipment and directly uses the telecommunications carrier's voice network to push multimedia information and receive feedback information from the user terminal. Accordingly, the step of sending first multimedia information to the IMS to establish a data channel between the IMS and the user terminal and requesting the IMS to transmit the first multimedia information to the user terminal via the data channel (i.e., step 31) includes sending a third push request to the IMS carrying the first multimedia information via a pre-established third data channel between the customer service system and the IMS, the third push request being used to instruct the IMS to establish a fourth data channel between the IMS and the user terminal and transmit the first multimedia information to the user terminal via the fourth data channel. In other words, a third data channel is pre-established between the customer service system and the IMS. The customer service system sends a third push request containing the first multimedia information to the IMS via the third data channel. After the IMS obtains the first multimedia information, it establishes a fourth data channel between the IMS and the user terminal and transmits the first multimedia information to the user terminal via the fourth data channel, thereby enabling the customer service system to push multimedia information to the user terminal.

[0052] Accordingly, in some embodiments, the step of receiving first feedback information transmitted by a user terminal via a data channel (i.e., step 41) includes receiving a third push response transmitted by the IMS and obtaining the first feedback information contained therein, which is transmitted by the user terminal to the IMS via a fourth data channel. The step of transmitting second multimedia information to the user terminal via a data channel (i.e., step 43) includes sending a fourth push request to the IMS containing the second multimedia information, which is used to instruct the IMS to transmit the second multimedia information to the user terminal via a fourth data channel. In other words, the user terminal transmits first feedback information (i.e., information that the user of the user terminal has provided feedback on based on the first multimedia information) to the IMS via a fourth data channel, the IMS transmits a third push response containing the first feedback information to the customer service system via a third data channel, and the customer service system obtains the first feedback information therein. The customer service system generates second multimedia information (i.e., the next level of interactive information from the first feedback information) based on first feedback information, then sends a fourth push request to the IMS via a third data channel carrying the second multimedia information. The IMS then retrieves the second multimedia information and sends it to the user terminal via the first data channel, thereby enabling the customer service system to further push next-level multimedia information based on feedback from the user terminal.

[0053] To clearly explain the technical concepts of the embodiments of this disclosure, the following describes in detail the methods for realizing customer service operations of this disclosure by combining three specific examples.

[0054] Figure 6 is a conceptual diagram of the system architecture of an application scene provided by the embodiment of this disclosure, and Figure 7 is a conceptual diagram of the signaling flow of the customer service operation implementation method in the scene shown in Figure 6. As shown in the combination of Figures 6 and 7, the customer service system pushes multimedia information using voice service equipment and the voice network of a telecommunications carrier and receives feedback information from user terminals. In this scene, the customer service system can interconnect signaling / media with IMS in the voice network via voice-video channels, can dock with voice service equipment, and realizes the pushing of multimedia information such as HTML5 pages and visualized menus and the reception of feedback information from user terminals. In this application scene, the customer service system can be realized by upgrading and modifying the software functions of a conventional customer service system.

[0055] If an audio-video channel has already been established between the customer service system and the user terminal, and IVR audio / video navigation is performed via this channel, the customer service operation implementation method includes the following steps, as shown in Figure 7.

[0056] Step 100: The customer service system sends a first push request to the voice service device, which carries a visualization menu (e.g., HTML5) whose content matches the IVR voice / video navigation.

[0057] In this step, if the customer service system has an SCU (Service Control Unit), the SCU sends the first push request to the voice service device.

[0058] Step 101: The voice service device requests the IMS to create a data channel by sending a request to the IMS to create a data channel.

[0059] Step 102: IMS consults with the user terminal about creating a second data channel (DC2). Step 103: After the IMS creates the first data channel (DC1) with the voice service device, it returns a data channel creation completion response to the voice service device.

[0060] Step 104: The voice service device pushes a visualization menu to the user terminal via the first data channel (DC1) and the second data channel (DC2).

[0061] In some application scenarios, multimedia information such as actions, facial expressions, files, and images can also be pushed based on DC1 and DC2.

[0062] Step 105: The user of the user terminal selects service items via a touchscreen or keys on the terminal interface, enabling interaction of various forms of information between the user terminal and the customer service system.

[0063] Step 106: In response to the first feedback information transmitted by the user via the touchscreen, the user terminal transmits the user's first feedback information (selection result) to the IMS via the second data channel (DC2), which then forwards it to the voice service device via the first data channel (DC1).

[0064] Step 106a, the voice service device sends a first push response to the customer service system carrying first feedback information.

[0065] Step 107: In response to the second feedback information sent by the user via keying, the user terminal transmits the second feedback information to the customer service system via the audio-video channel using DTMF signals.

[0066] Furthermore, one of the options in steps 106, 106a, and 107 can be selected and executed.

[0067] Step 108: The customer service system associates and coordinates IVR information with the visualized menu to determine subsequent service functions, such as playing the corresponding IVR voice message or pushing a submenu.

[0068] In this step, when the customer system receives a first push response containing first feedback information, it generates the next level HTML5 page based on the first feedback information and generates the next level IVR information synchronized and associated with the next level HTML5 page. When the customer service system receives second feedback information, it generates the next level IVR information based on the second feedback information and generates the next level HTML5 page synchronized and associated with the next level IVR information.

[0069] Step 109, the customer service system sends a second push request to the voice service device, which is used to push the next level of HTML5 pages, and the customer service system pushes the next level of IVR information to the user terminal via the voice video channel.

[0070] Step 110, the voice service device pushes the next level of HTML5 pages to the user terminal via the first data channel (DC1) and the second data channel (DC2).

[0071] After the user terminal establishes a call with the customer service system, the customer service system plays IVR voice / video navigation to the user terminal and simultaneously pushes a visualization menu to the user terminal via the voice service device. The user selects service items via the touchscreen or keyboard on the user terminal interface, and based on the user's selection, the customer service system can push the corresponding HTML5 next-level page to the user terminal via the voice service device, or play the next-level IVR voice / video navigation to the user terminal via the voice video channel based on the user's selection.

[0072] The embodiments shown in Figures 6 and 7 have the following characteristics. The customer service system supports the linking and collaborative synchronization of IVR navigation and HTML5 menus, supports the generation and transmission of multimedia information such as HTML5 menus, completes the push of multimedia such as menus in interaction with voice devices, and supports the collection of user terminal task selections. The customer service system supports dual selection on the user terminal and supports two forms of navigation services: audio / video and visualized menus. Users can select from the visualized menu using the touch panel or by pressing keys. The customer service system can identify the user's selection results in either case. The customer service system supports the push of multimedia information and supports the generation of the next level of HTML5 page and audio based on the user's selection results and sending them to the user terminal. In several application scenarios, the customer service system can push multimedia information such as actions, facial expressions, files, and images to the user terminal. For customer service systems equipped with SCU, there is no need to upgrade or modify the conventional customer service system.

[0073] The voice service equipment supports the establishment of data channels and the transmission of multimedia information.

[0074] The user terminal supports data channels and allows for task selection via touch panel or key presses. The user terminal may be a fixed terminal or a mobile terminal. If the user terminal chip does not support data channels, data channel technology can be supported by installing an existing SDK on the terminal at the factory, eliminating the need to install / uninstall special applications on the user terminal.

[0075] Figure 8 is a conceptual diagram of the system architecture of another application scenario provided by the embodiment of this disclosure, and Figure 9 is a conceptual diagram of the signaling flow of the customer service operation implementation method in the scenario shown in Figure 8. The difference between this application scenario and the above application scenario is that the above application scenario involves an upgrade modification to the conventional customer service system, whereas this application scenario can be implemented by adding an SCU without requiring any changes to the conventional customer service system. Here, the SCU is used to dock the voice service device and the voice network, perform conversion and association between IVR information (e.g., DTMF) and multimedia information, complete the generation and push of multimedia information, and receive feedback information from the user terminal.

[0076] As shown in Figure 9, the differences between the flow chart for realizing customer service operations in the application scenario and the flow chart for realizing customer service operations in the above application scenario are as follows.

[0077] In step 106a, the first push response is sent to the SCU of the customer service system, and in step 108, the SCU associates and coordinates the IVR information with the next level of HTML5 page generated from the first feedback information obtained in step 106a.

[0078] In step 107, the user terminal transmits second feedback information to the SCU via the audio-video channel, which then forwards it to the business module of the customer service system. In step 108, the business module of the customer service system associates and coordinates the next level of IVR information and multimedia information generated from the second feedback information acquired in step 107.

[0079] In step 109, the business module of the customer service system sends the next level of IVR information to the SCU, and the SCU pushes the next level of IVR information to the user terminal via the audio video channel.

[0080] Figure 10 is a conceptual diagram of the system architecture of another application scenario provided by the embodiment of this disclosure. Figure 11 is a conceptual diagram of the signaling flow for the customer service operation implementation method in the scenario shown in Figure 10. As shown in combination with Figures 10 and 11, the customer service system directly utilizes the telecommunications carrier's voice network to push multimedia information and receive feedback information from user terminals. In this scenario, the customer service system can interconnect with the IMS in the voice network via voice-video channels and data channels, and can dock with a voice service device via the data channel. By establishing a data channel between the voice service device and the IMS (in the embodiment of this disclosure, the implementation of customer service in this scenario does not require the participation of the voice service device), it is possible to push multimedia information such as HTML5 pages and visualized menus and receive feedback information from user terminals.

[0081] If an audio-video channel is already established between the customer service system and the user terminal, and IVR audio / video navigation is performed via this channel, the customer service operation implementation method includes the following steps, as shown in Figure 11: Step 201, the customer service system sends a third push request to the IMS via the third data channel (DC3), which carries a visualization menu (e.g., HTML5) whose content matches the IVR voice / video navigation.

[0082] Step 202: IMS consults with the user terminal about creating the fourth data channel (DC4). Step 203: IMS pushes the visualization menu to the user terminal via the fourth data channel (DC4).

[0083] In some application scenarios, it is also possible to push multimedia information such as actions, facial expressions, files, and images based on DC4 and DC3.

[0084] Step 204: The user of the user terminal selects service items via the touchscreen or keys on the terminal interface, enabling interaction of various forms of information between the user terminal and the customer service system.

[0085] Step 205: In response to the first feedback information sent by the user using the touchscreen method, the user terminal sends the user's first feedback information (selection result) to the IMS via the fourth data channel (DC4).

[0086] Step 206, IMS sends a third push response carrying the first feedback information to the customer service system via the third data channel (DC3).

[0087] Step 207: In response to the second feedback information transmitted by the user using the key method, the user terminal transmits the second feedback information to the customer service system via the audio-video channel using DTMF signals.

[0088] Note that you can choose to execute either step 207 or step 206. Step 208: The customer service system associates and coordinates IVR information with the visualized menu to determine subsequent service functions, such as playing the corresponding IVR voice or pushing a submenu.

[0089] In this step, when the customer system receives a third push response containing the first feedback information, it generates the next level HTML5 page based on the first feedback information and generates the next level IVR information synchronized and associated with the next level HTML5 page. When the customer service system receives the second feedback information, it generates the next level IVR information based on the second feedback information and generates the next level HTML5 page synchronized and associated with the next level IVR information.

[0090] Step 209, the customer service system sends a fourth push request to the IMS via the third data channel (DC3), which is used to push the next level of HTML5 pages, and the customer service system pushes the next level of IVR information to the user terminal via the audio-video channel.

[0091] Step 210, IMS pushes the next level of HTML5 pages to the user terminal via the fourth data channel (DC4).

[0092] After the user terminal establishes a call with the customer service system, the customer service system can directly push a visualization menu to the user terminal via the voice network without needing to go through a voice service device. The user selects service items via the touchscreen or keyboard interface on the user terminal, and based on the user's selection, the customer service system can push the corresponding HTML5 next-level page to the user terminal via the voice service device, or play the next-level IVR voice / video navigation to the user terminal via the voice video channel based on the user's selection.

[0093] The embodiments shown in Figures 8 and 9 have the following characteristics. The customer service system supports the linking and collaborative synchronization of IVR navigation and HTML5 menus, supports the generation and transmission of multimedia information such as HTML5 menus, completes the push of multimedia such as menus in interaction with voice devices, and supports the collection of user terminal task selections. The customer service system supports dual selection on the user terminal and supports two forms of navigation services: audio / video and visualized menus. Users can select from the visualized menu using the touch panel or by pressing keys. The customer service system can identify the user's selection result in either case. The customer service system supports the push of multimedia information and supports matching and generating the next level of HTML5 page and audio based on the user's selection result and sending it to the user terminal. In some application scenarios, the customer service system can also implement the push of multimedia information such as actions, facial expressions, files, and images to the user terminal.

[0094] The voice service device supports the establishment of data channels, while multimedia information is transmitted without going through the voice service device.

[0095] The user terminal supports data channels and allows task selection via touch panel or keys. The user terminal may be a fixed terminal or a mobile terminal. If the user terminal chip does not support data channels, data channel technology can be supported by installing an existing SDK on the terminal at the factory, eliminating the need to install / uninstall special applications on the user terminal.

[0096] In the embodiments of this disclosure, the customer service system not only retains the conventional IVR navigation functionality but also provides users with interactive menus and supports the precise association and synchronization of content between audio / video channels and data channels, thereby upgrading the conventional customer service system to an interactive customer service system while maintaining compatibility with the conventional customer service system. Between the customer service system and the user terminal, via an audio network and audio service equipment, various forms of multimedia information are pushed and interacted with based on existing audio / video channels and data channels, allowing users of the user terminal to select and use them according to their own habits. During the service process, the customer service system can collect information necessary to provide the service based on the user's selections and actions. The customer service operation implementation method in the embodiments of this disclosure features intelligent interaction and can solve the problems of redundancy in IVR navigation and the inferior interactivity of conventional customer service. There are many typical customer service operations. For example, the customer service system may simultaneously push menus during a voice call, allowing the end user to click on selections on the screen, or the customer service system may simultaneously conduct a voice call with the end user and mark the user's screen to provide remote guidance. The interactive customer service functionality is more powerful, the dialogue is more intuitive, the user experience is more dynamic, and the work procedures are more efficient. This allows for the integration of various existing distributed services, improving service quality and operational levels, and enhancing work efficiency and profitability.

[0097] The implementation methods for various application scenarios in the embodiments of this disclosure all enable voice and video calls and multimedia information interaction with user terminals supporting data channels, enabling smart customer service operations with interactive business characteristics and improving the user's work experience.

[0098] The embodiments of this disclosure further provide a method for implementing customer service operations applicable to a user terminal. As shown in Figure 12, the method includes the following steps.

[0099] Step 121, when an audio-video interaction takes place between the customer service system and the user terminal via an audio-video channel, the customer service system receives first multimedia information, which is multimedia interaction information that has been synchronized and associated with the audio-video information transmitted via the audio-video channel, and is transmitted by the customer service system to the IP multimedia system IMS, and transmitted by IMS via a data channel.

[0100] Step 122: If the first feedback information is obtained, the first feedback information, which is multimedia information that the user of the user terminal has provided as feedback based on the first multimedia information, is transmitted via the data channel.

[0101] Step 123: If the user terminal receives second feedback information, which is audio-video information that the user has provided as feedback based on the audio-video information transmitted from the audio-video channel, the second feedback information is transmitted via the audio-video channel.

[0102] The customer service implementation method provided in the embodiments of this disclosure is applied to a user terminal and includes the step of receiving first multimedia information, which is multimedia interaction information synchronized and associated with the audio-video information transmitted via the audio-video channel, transmitted by the customer service system to an IP multimedia system (IMS), and transmitted by the IMS via a data channel, when an audio-video interaction takes place between the customer service system and the user terminal via an audio-video channel. If first feedback information is obtained, first feedback information, which is multimedia information that the user of the user terminal has provided as feedback based on the first multimedia information, is transmitted via the data channel. If second feedback information, which is audio-video information that the user of the user terminal has provided as feedback based on the audio-video information transmitted from the audio-video channel, second feedback information is transmitted via the audio-video channel. The customer service implementation method of the embodiments of this disclosure makes interactions with users more intuitive, the user experience more vibrant, and business procedures more efficient, helping corporate users to intuitively introduce products and services. It can integrate various distributed operations of the customer service system, strengthens and improves the functionality of the customer service system, and helps improve service quality and operational levels.

[0103] If the user terminal's chip does not support the data channel, the original SDK (Software Development Kit) can be installed at the time of shipment to support the data channel, thus avoiding the need for application installation / uninstallation on the user terminal.

[0104] In this case, in some embodiments, before receiving the first multimedia information, the customer service operation implementation method further includes the step of establishing a data channel between the user terminal and the IMS based on a pre-installed software development kit SDK, and the access point of the data channel between the user terminal and the IMS is different from the access point of the audio video channel. In other words, in embodiments of this disclosure, the access point of the data channel established by the SDK is not the same access point as the IMS access point.

[0105] Based on the same technical concept, embodiments of the present disclosure further provide a customer service system. As shown in Figure 13, the customer service system includes a first push module 101 configured to transmit first multimedia information to an IP multimedia system IMS, thereby requesting the IMS to establish a data channel between the IMS and the user terminal, and transmitting the first multimedia information to the user terminal via the data channel, when an audio-video interaction takes place between the customer service system and a user terminal via an audio-video channel, wherein the first multimedia information is for presenting user feedback information to the user terminal and is multimedia interaction information that has been synchronized and associated with the audio-video information transmitted via the audio-video channel.

[0106] In some embodiments, as shown in Figure 14, the customer service system further includes a first receiving module 102, a processing module 103, and a second pushing module 104.

[0107] The first receiving module 102 is configured to receive first feedback information transmitted by the user terminal via the data channel, the first feedback information being multimedia information provided by the user of the user terminal based on the first multimedia information. The processing module 103 is configured to generate second multimedia information based on the first feedback information and to generate first audio-video information synchronized and associated with the second multimedia information, the second multimedia information being multimedia interaction information at the next level of the first feedback information.

[0108] The first push module 101 is further configured to transmit the second multimedia information to the user terminal via the data channel.

[0109] The second push module 104 is configured to transmit the first audio-video information to the user terminal via the audio-video channel.

[0110] In some embodiments, as shown in Figure 15, the customer service system further includes a second receiving module 105. The second receiving module 105 is configured to receive second feedback information transmitted by the user terminal via the audio-video channel, the second feedback information being audio-video information that the user of the user terminal has provided as feedback based on the audio-video information transmitted from the audio-video channel.

[0111] The processing module 103 is further configured to generate second audio-video information based on the second feedback information, and to generate third multimedia information synchronized and associated with the second audio-video information, wherein the second audio-video information is the next level of dialogue information from the second feedback information.

[0112] The second push module 104 is further configured to transmit the second audio video information to the user terminal via the audio video channel.

[0113] The first push module 101 is further configured to transmit the third multimedia information to the user terminal via the data channel.

[0114] In some embodiments, the first push module 101 is configured to send a first push request carrying first multimedia information to a voice service device, the first push request being used to instruct the voice service device to establish a first data channel between the voice service device and the IMS and to transmit the first multimedia information to the IMS via the first data channel, and to instruct the voice service device to instruct the IMS to establish a second data channel between the IMS and the user terminal and to transmit the first multimedia information to the user terminal via the second data channel.

[0115] In some embodiments, the first receiving module 102 is configured to receive a first push response transmitted by the voice service device and to acquire first feedback information contained therein, the first feedback information being transmitted by the user terminal to the IMS via the second data channel and transmitted by the IMS to the voice service device via the first data channel.

[0116] The first push module 101 is configured to send a second push request to the voice service device carrying the second multimedia information, the second push request is used to instruct the voice service device to send the second multimedia information to the IMS via the first data channel, thereby instructing the IMS to send the second multimedia information to the user terminal via the second data channel.

[0117] In some embodiments, the customer service system further includes a signal conversion unit SCU, and the first push module 101 is configured to send a first push request carrying first multimedia information to a voice service device via the SCU, and / or send a second push request carrying the second multimedia information to the voice service device via the SCU.

[0118] The first receiving module 102 is configured to receive the first push response transmitted by the voice service device via the SCU.

[0119] In some embodiments, the first push module 101 is configured to send a third push request to the IMS carrying first multimedia information via a pre-established third data channel between the customer service system and the IMS, the third push request being used to instruct the IMS to establish a fourth data channel between the IMS and a user terminal and to transmit the first multimedia information to the user terminal via the fourth data channel.

[0120] In some embodiments, the first receiving module 102 is configured to receive a third push response transmitted by the IMS and to acquire first feedback information contained therein, which is transmitted by the user terminal to the IMS via the fourth data channel.

[0121] The first push module 101 is configured to send a fourth push request to the IMS carrying the second multimedia information, the fourth push request is used to instruct the IMS to send the second multimedia information to the user terminal via the fourth data channel.

[0122] Based on the same technical concept, embodiments of the present disclosure further provide a user terminal. As shown in Figure 16, the user terminal includes a first receiving module 201, a second receiving module 202, a first transmitting module 203, and a second transmitting module 204. The first receiving module 201 is configured to receive first multimedia information when the second receiving module 202 engages in audio-video interaction with a customer service system via an audio-video channel, the first multimedia information being multimedia interaction information that has been synchronized and associated with audio-video information transmitted via the audio-video channel, and which is transmitted by the customer service system to an IP multimedia system IMS and transmitted by the IMS via a data channel.

[0123] The first transmission module 203 is configured to transmit the first feedback information via the data channel when it acquires the first feedback information, and the first feedback information is multimedia information that the user of the user terminal has provided as feedback based on the first multimedia information.

[0124] The second transmission module 204 is configured to transmit the second feedback information via the audio-video channel when it receives the second feedback information, and the second feedback information is audio-video information that the user of the user terminal has provided as feedback based on the audio-video information transmitted from the audio-video channel.

[0125] In some embodiments, as shown in Figure 17, the user terminal further includes an establishment module 205. The establishment module 205 is configured to establish a data channel between the user terminal and the IMS based on a pre-installed software development kit SDK, and the access point for the data channel between the user terminal and the IMS is different from the access point for the audio-video channel.

[0126] Embodiments of the present disclosure further provide a computer device comprising at least one processor and a storage device, wherein at least one program is stored in the storage device, and when the at least one processor executes the at least one program, the at least one processor implements the customer service business implementation method provided in each of the embodiments described above.

[0127] Embodiments of this disclosure further provide a computer-readable medium on which a computer program is stored, and which, when the computer program is executed, enables the customer service business implementation method provided in each of the embodiments described above.

[0128] Those skilled in the art will understand that all or some steps of the methods disclosed in the above specification, and functional modules / units in the apparatus, can be implemented as software, firmware, hardware, and appropriate combinations thereof. In hardware embodiments, the distinctions between functional modules / units described above do not necessarily correspond to distinctions between physical components; for example, one physical component may have multiple functions, and one function or step may be performed collaboratively by multiple physical components. Some or all physical components can be implemented as software or hardware executed by a processor such as a central processor, digital signal processor, or microprocessor, or as an integrated circuit such as a dedicated integrated circuit. Such software can be distributed on computer-readable media, which may include computer storage media (or non-temporary media) and communication media (or temporary media). As is well known to those skilled in the art, the term computer storage media includes volatile and non-volatile, removable and non-removable media implemented in any method or technique for storing information such as computer-readable instructions, data structures, program modules, or other data. Computer storage media include, but are not limited to, RAM, ROM, EEPROM, flash memory or other memory technologies, CD-ROM, digital multifunction disk (DVD) or other optical disc storage devices, magnetic cassettes, magnetic tapes, magnetic disk storage devices or other magnetic storage devices, or any other media used to store desired information and accessible by a computer. Furthermore, it is well known to those skilled in the art that communication media generally include computer-readable instructions, data structures, program modules, or other data in modulated data signals such as carrier waves or other transmission mechanisms, and may include any information distribution media.

[0129] This specification discloses exemplary embodiments and uses specific terminology, which should be used and interpreted only in a general illustrative sense and not as limiting. It will be apparent to those skilled in the art that, in some embodiments, features, characteristics, and / or elements described in relation to a particular embodiment may be used alone or in combination with features, characteristics, and / or elements described in relation to other embodiments, unless otherwise specified. Therefore, those skilled in the art will understand that various forms and detailed modifications are possible, as long as they do not deviate from the scope of this disclosure as set forth by the appended claims.

Claims

1. A method for realizing business processes applicable to a business system, When an audio-video interaction is performed between the business system and a user terminal via an audio-video channel, the process includes the step of sending first multimedia information to the IP multimedia system IMS, thereby requesting the IMS to send the first multimedia information to the user terminal via a data channel, wherein the first multimedia information is for presenting user feedback information to the user terminal and is multimedia interaction information associated with the audio-video information transmitted via the audio-video channel. After the step of requesting the IMS to transmit the first multimedia information to the user terminal via the data channel by transmitting the first multimedia information to the IMS, The steps include receiving first feedback information which is multimedia information transmitted by the user terminal via the data channel and which is multimedia information provided as feedback by the user of the user terminal based on the first multimedia information, The steps include generating second multimedia information, which is the next level of multimedia interaction information from the first feedback information, based on the first feedback information, and generating first audio-video information associated with the second multimedia information, The steps further include transmitting the second multimedia information to the user terminal via the data channel and transmitting the first audio-video information to the user terminal via the audio-video channel. How to accomplish the task.

2. The step of requesting the IMS to transmit the first multimedia information to the user terminal via the data channel by transmitting the first multimedia information to the IMS is: The steps include sending a first push request carrying the first multimedia information to a voice service device, the first push request including instructing the voice service device to transmit the first multimedia information to the IMS via a first data channel, and instructing the voice service device to have the IMS transmit the first multimedia information to the user terminal via a second data channel. The method according to claim 1.

3. The step of receiving first feedback information transmitted by the user terminal via the data channel is: The process includes receiving a first push response transmitted by the voice service device and obtaining first feedback information contained therein, wherein the first feedback information is transmitted by the user terminal via the second data channel to the IMS, and transmitted by the IMS via the first data channel to the voice service device, and further, The step of transmitting the second multimedia information to the user terminal via the data channel is: The step includes sending a second push request to the voice service device carrying the second multimedia information, the second push request being used to instruct the voice service device to send the second multimedia information to the IMS via the first data channel, thereby instructing the IMS to send the second multimedia information to the user terminal via the second data channel. The method according to claim 2.

4. The aforementioned business system includes a signal conversion unit SCU, and furthermore, The step of sending a first push request carrying first multimedia information to a voice service device includes the step of sending a first push request carrying first multimedia information to a voice service device via the SCU, and / or The step of receiving a first push response transmitted by the voice service device includes the step of receiving a first push response transmitted by the voice service device via the SCU, and / or, The step of sending a second push request carrying the second multimedia information to the voice service device includes the step of sending a second push request carrying the second multimedia information to the voice service device via the SCU. The method according to claim 3.

5. The step of requesting the IMS to transmit the first multimedia information to the user terminal via the data channel by transmitting the first multimedia information to the IMS is: The process includes sending a third push request to the IMS via a pre-established third data channel between the business system and the IMS, wherein the third push request is used to instruct the IMS to transmit the first multimedia information to the user terminal via a fourth data channel. The method according to claim 1.

6. The step of receiving first feedback information transmitted by the user terminal via the data channel is: The step includes receiving a third push response transmitted by the IMS and obtaining first feedback information contained therein, wherein the first feedback information is transmitted by the user terminal to the IMS via the fourth data channel, and further, The step of transmitting the second multimedia information to the user terminal via the data channel is: The step includes sending a fourth push request to the IMS carrying the second multimedia information, the fourth push request being used to instruct the IMS to transmit the second multimedia information to the user terminal via the fourth data channel. The method according to claim 5.

7. A method for implementing business processes that is applied to user terminals, When an audio-video interaction is performed between a business system and a user terminal via an audio-video channel, the business system receives first multimedia information, which is multimedia interaction information associated with the audio-video information transmitted via the audio-video channel, transmitted by the business system to an IP multimedia system (IMS), and transmitted by the IMS via a data channel. When first feedback information is obtained, the first feedback information is transmitted via the data channel, which is multimedia information that the user of the user terminal has provided as feedback based on the first multimedia information. The steps include receiving second multimedia information via the aforementioned data channel, The steps include receiving the first multimedia information via the audio video channel, including How to accomplish the task.

8. Before the step of receiving the first multimedia information, The process further includes the step of establishing a data channel between the user terminal and the IMS based on a pre-installed software development kit SDK, wherein the access point for the data channel between the user terminal and the IMS is different from the access point for the audio / video channel. The method according to claim 7.

9. When an audio-video interaction is performed between a business system and a user terminal via an audio-video channel, the system includes a first push module configured to transmit first multimedia information to an IP multimedia system (IMS) and request the IMS to transmit the first multimedia information to the user terminal via a data channel, wherein the first multimedia information is for presenting user feedback information of the user terminal and is multimedia interaction information associated with audio-video information transmitted via the audio-video channel. Furthermore, the system includes a first receiving module, a processing module, and a second push module, wherein the first receiving module is configured to receive first feedback information transmitted by the user terminal via the data channel, and the first feedback information is multimedia information provided by the user of the user terminal based on the first multimedia information. The processing module is configured to generate second multimedia information based on the first feedback information, and to generate first audio-video information associated with the second multimedia information, wherein the second multimedia information is multimedia interaction information at the next level of the first feedback information. The second push module is configured to transmit the first audio-video information to the user terminal via the audio-video channel. Business systems.

10. It includes a first receiving module, a second receiving module, a first transmitting module, and a second transmitting module. The first receiving module is configured to receive first multimedia information when the second receiving module engages in audio-video interaction with the business system via an audio-video channel, wherein the first multimedia information is multimedia interaction information associated with audio-video information transmitted via the audio-video channel, transmitted by the business system to the IP multimedia system IMS, and transmitted by the IMS via a data channel. The first transmission module is configured to transmit the first feedback information via the data channel when it acquires the first feedback information, and the first feedback information is multimedia information that the user of the user terminal has provided as feedback based on the first multimedia information. The first transmission module is further configured to receive first multimedia information via the data channel, Furthermore, the second receiving module is configured to receive first audio-video information via the audio-video channel. A user terminal characterized by the following features.

11. At least one processor, A memory device in which at least one program is stored, including When the at least one program is executed by the at least one processor, the at least one processor is made to implement the business implementation method described in any one of claims 1 to 8. Computer device.

12. A computer-readable medium storing a computer program, wherein when the computer program is executed by a processor, the method for realizing the business described in any one of claims 1 to 8 is realized. Computer-readable media.

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