+

WO2008138241A1 - Serveur de service à la clientèle, procédé et système fondés sur la messagerie instantanée - Google Patents

Serveur de service à la clientèle, procédé et système fondés sur la messagerie instantanée Download PDF

Info

Publication number
WO2008138241A1
WO2008138241A1 PCT/CN2008/070712 CN2008070712W WO2008138241A1 WO 2008138241 A1 WO2008138241 A1 WO 2008138241A1 CN 2008070712 W CN2008070712 W CN 2008070712W WO 2008138241 A1 WO2008138241 A1 WO 2008138241A1
Authority
WO
WIPO (PCT)
Prior art keywords
customer service
terminal
account
message
unit
Prior art date
Application number
PCT/CN2008/070712
Other languages
English (en)
Chinese (zh)
Inventor
Xinyu Yao
Fomu Liang
Qian Ding
Xijun Dong
Siqi Kang
Original Assignee
Tencent Technology (Shenzhen) Company Limited
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Tencent Technology (Shenzhen) Company Limited filed Critical Tencent Technology (Shenzhen) Company Limited
Publication of WO2008138241A1 publication Critical patent/WO2008138241A1/fr

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet

Definitions

  • the present invention relates to the field of customer service systems, and more particularly to a customer service server, method and system based on instant messaging. Background technique
  • IM instant messaging
  • peer-to-peer that is, users are users, some companies adopt IM as a customer service tool, and users can pass different service providers.
  • One or several ordinary IM accounts provided by the staff communicate with the customer service staff.
  • an enterprise user has multiple IM accounts, and the user selects an IM account to communicate with the enterprise customer service, so the enterprise cannot perform reasonable task assignment to different customer service personnel.
  • another customer service system is proposed in the prior art, so that multiple client terminals can share a customer service IM account, and each customer terminal uses a customer service identifier to distinguish between them.
  • Embodiments of the present invention provide a client service server, method and system based on instant messaging to provide a customer service system that is not limited by a local area network.
  • a first unit configured to receive an IM message sent by the user terminal, where the IM message includes a customer service IM account;
  • the customer service terminal is configured to convert the received IM message into standard type data.
  • FIG. 3 is a schematic structural diagram of a server in an embodiment of the present invention.
  • the guest server 23 includes an authentication unit 231, a recording unit 232, a communication unit 233, an allocation unit 234, and a transceiver unit 235.
  • the transceiver unit 235 receives the IM message sent by the user terminal to the customer service IM account through the IM server.
  • the transceiver unit 235 transmits a message for transmitting the customer service terminal to the user terminal through the IM server to the user terminal.
  • a status update unit may be further included, after the customer service terminal completes the customer service of the user, the status record of the customer service terminal in the record unit 232 is updated, that is, the customer status record is deleted. Corresponding user terminal identifier, and changing the status of the customer service terminal to idle when the user terminal identifier is not included in the guest terminal status record.
  • the customer service server 23 may not include the distribution unit 234.
  • the transceiver unit 235 forwards the received IM message directly to the customer service terminal registered by the customer service IM account through the communication unit 233.
  • At most one customer service terminal in the system can correspond to the customer service IM account.
  • the various units included in the customer service server 23 can also be distributed among a plurality of different physical devices, and the functions of the embodiments of the present invention can also be implemented.
  • FIG. 4 is a flowchart of a customer service method based on instant communication in an embodiment of the present invention. As shown in Figure 4, the following steps are included:
  • Step S42 Receive an IM message sent by the user terminal to the customer service IM account through the IM server.
  • Step S43 It is determined whether the user terminal already exists in the customer service terminal status record, and when the user terminal does not exist in the customer service terminal status record, step S44 is performed, and when the user terminal exists in the customer service terminal status record, step S45 is performed.
  • Step S44 Select a customer service terminal for the user terminal that sends the IM message from the customer service terminal corresponding to the customer service IM account, and update the status of the customer service terminal, record the user terminal identifier in the state of the selected customer service terminal, and then execute Step S45. In this step, if the selected customer service terminal status is idle before, the selected customer service terminal status needs to be modified to be busy.
  • the guest server may not have the conversion of the IM message to the standard type data and the conversion of the standard type data to the IM message, but directly forward the IM message to the selected customer service terminal.
  • the conversion of IM messages and standard type data is completed by the customer service terminal.
  • the customer service terminal can also have the conversion function of IM message and standard type data.
  • the service provider can provide the software package for realizing this function, and the enterprise customer service terminal only needs to download and install. can.

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un serveur de service à la clientèle fondé sur la messagerie instantanée (IM). Le serveur de service à la clientèle comporte : la première unité, pour recevoir le message IM envoyé par le terminal utilisateur, le message IM comportant les comptes IM de service à la clientèle ; la seconde unité, pour sélectionner un terminal de service à la clientèle parmi les terminaux de service à la clientèle correspondant aux comptes IM de service à la clientèle sur la base des comptes de service à la clientèle compris dans le message IM qui est reçu par la première unité ; la troisième unité, pour transformer le message IM provenant de la première unité en données de type standard et envoyer les données de type standard au terminal de service à la clientèle sélectionné par la seconde unité. L'invention propose également un procédé et un système fondés sur la messagerie instantanée dans le mode de réalisation. Le mode de réalisation, en fournissant un serveur de service à la clientèle, un procédé et un système fondés sur la messagerie instantanée, propose un système de service à la clientèle qui n'est pas limité par le réseau local.
PCT/CN2008/070712 2007-05-15 2008-04-15 Serveur de service à la clientèle, procédé et système fondés sur la messagerie instantanée WO2008138241A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN200710074534.9 2007-05-15
CN200710074534A CN101079845B (zh) 2007-05-15 2007-05-15 一种基于即时通信工具的客户服务系统及方法

Publications (1)

Publication Number Publication Date
WO2008138241A1 true WO2008138241A1 (fr) 2008-11-20

Family

ID=38907081

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/CN2008/070712 WO2008138241A1 (fr) 2007-05-15 2008-04-15 Serveur de service à la clientèle, procédé et système fondés sur la messagerie instantanée

Country Status (2)

Country Link
CN (1) CN101079845B (fr)
WO (1) WO2008138241A1 (fr)

Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN106209592A (zh) * 2016-07-15 2016-12-07 福建星网信通软件有限公司 微信客服系统及其客服服务消息交互方法
CN107809369A (zh) * 2016-09-08 2018-03-16 腾讯科技（深圳）有限公司 通信状态处理方法及通信状态处理装置
CN111199325A (zh) * 2018-11-19 2020-05-26 阿里巴巴集团控股有限公司 在线客服的分配方法和装置以及电子设备
CN113709027A (zh) * 2021-08-11 2021-11-26 上海原圈网络科技有限公司 一种即时通讯软件交流时客户信息的处理方法和装置

Families Citing this family (18)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101079845B (zh) * 2007-05-15 2012-09-05 腾讯科技（深圳）有限公司 一种基于即时通信工具的客户服务系统及方法
CN101567072B (zh) * 2008-04-25 2016-01-20 阿里巴巴集团控股有限公司 一种咨询服务连接的方法、装置及系统
CN101640736B (zh) * 2008-07-30 2011-11-23 中国网通集团宽带业务应用国家工程实验室有限公司 可视客服业务的实现方法和系统
CN102307314A (zh) * 2011-04-27 2012-01-04 苏州阔地网络科技有限公司 一种基于网页实现的查看他人音视频方法及系统
CN102130971A (zh) * 2011-04-27 2011-07-20 苏州阔地网络科技有限公司 一种网页上实现的p2p通讯的方法及系统
CN102882904B (zh) * 2011-07-13 2017-06-23 腾讯科技（深圳）有限公司 一种区分即时通讯用户的方法及装置
CN103139405B (zh) * 2011-12-02 2016-02-17 北京神州泰岳软件股份有限公司 一种互联网中实现客服的方法和系统
CN102662801B (zh) * 2012-04-28 2015-08-12 上海量明科技发展有限公司 通过即时通信工具恢复程序的方法、客户端及系统
CN103684874B (zh) * 2013-12-31 2017-01-25 成都金铠甲科技有限公司 一种自动分配网上客服进行客户服务的方法和装置
CN105721405B (zh) * 2014-12-04 2019-08-16 北京奇虎科技有限公司 一种防止工具数据包被盗的方法、客服端、客户端及系统
CN106487827B (zh) * 2015-08-25 2020-06-16 平安科技（深圳）有限公司 多模块推送控制方法及系统
CN105610680A (zh) * 2015-10-13 2016-05-25 广西中烟工业有限责任公司 一种基于卷烟售后服务评价体系的多账号微信管理系统
CN105656906A (zh) * 2016-01-21 2016-06-08 北京荣源国信科技有限公司 一种网页集成通讯系统
CN108880984A (zh) * 2018-05-31 2018-11-23 中国工商银行股份有限公司 信息传输、应答方法及装置
CN109561016B (zh) * 2018-12-28 2021-11-26 卓米私人有限公司 社交应用中会话空间创建方法和装置
CN111586080B (zh) * 2019-02-18 2024-02-09 北京汇钧科技有限公司 一种基于即时通信的分布式任务调度方法和装置
CN111600789A (zh) * 2020-05-11 2020-08-28 百度在线网络技术（北京）有限公司 一种即时通信方法、系统、装置、电子设备及存储介质
CN115665210B (zh) * 2022-12-13 2023-03-31 北京搜狐新动力信息技术有限公司 一种用户问题处理方法、用户问题处理装置及客服系统

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2001028206A1 (fr) * 1999-10-13 2001-04-19 Avata Technology Corp Centre d'appel multitaches base sur le web
US20020055975A1 (en) * 2000-11-08 2002-05-09 Yevgeniy Petrovykh Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives
CN1710890A (zh) * 2004-06-18 2005-12-21 腾讯科技（深圳）有限公司 应用即时消息提供即时通帮助的方法及其系统
CN1833227A (zh) * 2002-12-21 2006-09-13 Sos个人教学与解决方案有限公司 在网络上提供技术支持的方法
CN101079845A (zh) * 2007-05-15 2007-11-28 腾讯科技（深圳）有限公司 一种基于即时通信工具的客户服务系统及方法

Family Cites Families (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN1194506C (zh) * 2003-04-25 2005-03-23 广东省电信公司科学技术研究院 交互式实时图文通信业务的实现方法及装置

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2001028206A1 (fr) * 1999-10-13 2001-04-19 Avata Technology Corp Centre d'appel multitaches base sur le web
US20020055975A1 (en) * 2000-11-08 2002-05-09 Yevgeniy Petrovykh Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives
CN1833227A (zh) * 2002-12-21 2006-09-13 Sos个人教学与解决方案有限公司 在网络上提供技术支持的方法
CN1710890A (zh) * 2004-06-18 2005-12-21 腾讯科技（深圳）有限公司 应用即时消息提供即时通帮助的方法及其系统
CN101079845A (zh) * 2007-05-15 2007-11-28 腾讯科技（深圳）有限公司 一种基于即时通信工具的客户服务系统及方法

Cited By (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN106209592A (zh) * 2016-07-15 2016-12-07 福建星网信通软件有限公司 微信客服系统及其客服服务消息交互方法
CN107809369A (zh) * 2016-09-08 2018-03-16 腾讯科技（深圳）有限公司 通信状态处理方法及通信状态处理装置
CN107809369B (zh) * 2016-09-08 2020-11-06 腾讯科技（深圳）有限公司 通信状态处理方法及通信状态处理装置
CN111199325A (zh) * 2018-11-19 2020-05-26 阿里巴巴集团控股有限公司 在线客服的分配方法和装置以及电子设备
CN111199325B (zh) * 2018-11-19 2023-12-26 阿里巴巴集团控股有限公司 在线客服的分配方法和装置以及电子设备
CN113709027A (zh) * 2021-08-11 2021-11-26 上海原圈网络科技有限公司 一种即时通讯软件交流时客户信息的处理方法和装置

Also Published As

Publication number Publication date
CN101079845A (zh) 2007-11-28
CN101079845B (zh) 2012-09-05

Similar Documents

Publication Publication Date Title
WO2008138241A1 (fr) Serveur de service à la clientèle, procédé et système fondés sur la messagerie instantanée
US7606859B2 (en) Multimedia communication system
US10097689B2 (en) System and methods for integrating short message service messaging with contact center applications
US6430174B1 (en) Communication system supporting simultaneous voice and multimedia communications and method of operation therefore
CN109257509B (zh) 基于虚拟号码的通信方法、系统、服务器和存储介质
CN101076059B (zh) 基于即时通讯的客服系统及基于即时通讯的客服方法
CN100556005C (zh) 一种即时通信会话转接方法及系统
CN102150443B (zh) 用于在即时消息用户和短消息服务用户之间进行通信的方法
CN102281364B (zh) 呼叫中心系统及其接入方法
CN103533189B (zh) 移动座席呼叫的分配方法和装置
CN101543022B (zh) 在通信系统中处理通信的方法
US20100189238A1 (en) System and Method for Delayed Phone Conferencing
US8775188B2 (en) Method, device, and system for voice approval
CN102474508A (zh) 点对点网络中的节点的层次结构
CN100556054C (zh) 基于关键字搜索的呼叫中心服务系统及服务方法
CN101227490B (zh) 网络存储方法及系统
US20100104085A1 (en) Method enabling interoperable communication between real and virtual communities
CN108882060B (zh) 公共电话互拨方法、装置、系统及计算机可读存储介质
CN102694788A (zh) 一种服务器端提供客户端远程服务的方法和系统
CN101370054A (zh) 主叫服务器、主叫用户信息显示系统和方法
JP4902267B2 (ja) 情報処理装置、電話交換方法及びプログラム
US20090168762A1 (en) Method and System for Setting Up a Voice Connection
KR100943059B1 (ko) 아이피 센트렉스 기반 콜센터 서비스 제공 시스템 및 방법,아이피 센트렉스 기반 콜센터 서비스 준비 방법
CN102740168A (zh) 一种实现呼叫的方法及系统、办公系统、企业总机系统
JP5505297B2 (ja) コールバックシステム、発信端末、電話中継サーバ、コールバック方法、及びコールバックプログラム

Legal Events

Date Code Title Description
121 Ep: the epo has been informed by wipo that ep was designated in this application

Ref document number: 08734070

Country of ref document: EP

Kind code of ref document: A1

NENP Non-entry into the national phase

Ref country code: DE

WWE Wipo information: entry into national phase

Ref document number: 6950/CHENP/2009

Country of ref document: IN

122 Ep: pct application non-entry in european phase

Ref document number: 08734070

Country of ref document: EP

Kind code of ref document: A1

32PN Ep: public notification in the ep bulletin as address of the adressee cannot be established

Free format text: NOTING OF LOSS OF RIGHTS PURSUANT TO RULE 112(1)EPC

点击 这是indexloc提供的php浏览器服务，不要输入任何密码和下载