CN107612646A - The emergency broadcase system and method for online customer service - Google Patents
The emergency broadcase system and method for online customer service Download PDFInfo
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- CN107612646A CN107612646A CN201711050774.5A CN201711050774A CN107612646A CN 107612646 A CN107612646 A CN 107612646A CN 201711050774 A CN201711050774 A CN 201711050774A CN 107612646 A CN107612646 A CN 107612646A
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Abstract
The invention discloses a kind of emergency broadcase system of online customer service and method.Wherein, the emergency broadcase system of online customer service includes：Customer service session maintenance module, for obtaining the information of the customer side in session；Broadcast the message configuration module, for configuring emergent broadcast message；Broadcast the message pushing module, for the customer side for pushing to the emergent broadcast message in the session.The present invention adds emergent broadcast function in current online customer service system, so that after accident occurs, keeper can be directed to the emergent broadcast message of the accident with regard to accident editor in time, and then the emergent broadcast message is informed to the online customer service in session in time, online customer service is linked up with regard to the accident with client in time, client's loss that may be present is avoided, secondary communication caused by being notified not in time due to accident is it also avoid, lifts the experience of client.
Description
Technical field
The present invention relates to the emergency broadcase system and method in online customer service field, more particularly to a kind of online customer service.
Background technology
Instantly, online customer service generally provides counseling services according to company's rules and regulations, sequence information and customer information etc.,
Major natural disasters to burst, the major event such as endanger public security, and often cannot timely notify.Then, customer service exists
In service process, it is impossible to the accident relevant with service item is fed back into client in time, effectively to reduce the life of client
Property loss.Even if after service terminates, customer service has been connected to relevant notice, contacting client again also can delay the long period, shadow
Ring customer experience.
For example, certain client just flies to, the air ticket in somewhere is seeked advice from, and ground burst major natural disasters, and going rashly can
The lives and properties interests of the client can be damage, and can not be taken off there is also aircraft and wait possibility.Because customer service can not be timely
The information for the major natural disasters that the relevant ground occurs is received, the information also can not be just supplied to client in time, and then
Customer experience is damaged, or even damages client's lives and properties interests.
The content of the invention
The technical problem to be solved in the present invention be in order to overcome in the prior art online customer service can not know burst thing in time
The defects of part, there is provided the emergency broadcase system and method for a kind of online customer service.
The present invention is that solve above-mentioned technical problem by following technical proposals：
A kind of emergency broadcase system of online customer service, its feature be, including：
Customer service session maintenance module, for obtaining the information of the customer side in session；
Broadcast the message configuration module, for configuring emergent broadcast message；
Broadcast the message pushing module, for the customer side for pushing to the emergent broadcast message in the session.
Route it is preferred that the customer service session maintenance module includes conversation server and session, the conversation server to
Customer side in the session periodically sends detection instruction, and the customer side in the session receives the detection instruction
Afterwards, response instruction is sent to the conversation server；
If the conversation server receives the response instruction, the conversation server records the customer service in the session
Session connection string between end and the conversation server, the session route store the session connection string；
If the conversation server does not receive the response instruction, the session connection is deleted from session route
String；
If the customer side in the session does not receive the detection instruction, the visitor in the session in a threshold time
Take end and re-established with the conversation server and is connected.
Ensure that the session connection string in the session maintenance module is all active.
It is preferred that the broadcast message pushing module pushes to the emergent broadcast message according to the session connection string
Customer side in the session.
It is preferred that the conversation server also records the meeting between the customer side in the session and the conversation server
Information is talked about, the session route also stores the session information.
It is preferred that the broadcast message pushing module is additionally operable to：
Extract the session characteristics of the session information；
Extract the affair character of the emergent broadcast message；
Judge whether the session characteristics and the affair character match：
If so, then the broadcast message pushing module pushes to the emergent broadcast message according to the session connection string
Customer side in the session of matching；
If it is not, then the broadcast message pushing module does not push the emergent broadcast message.
So as to which the emergent broadcast message is pointedly sent to the customer side in the relevant session.
It is preferred that the broadcast message pushing module is additionally operable to：
Periodically obtain the emergent broadcast message, and judge current period obtain the emergent broadcast message with it is upper
Whether the emergent broadcast message that one cycle obtained is identical：
If so, then the broadcast message pushing module does not push the emergent broadcast message；If it is not, the then broadcast message
The emergent broadcast message that pushing module automatic push current period obtains.
A kind of emergent broadcast method of online customer service, realized using the emergency broadcase system of above-mentioned online customer service, its feature
It is, including：
S1：Customer service session maintenance module obtains the information of the customer side in session；
S2：The configuration module that broadcasts the message configuration emergent broadcast message；
S3：The customer side that broadcast message pushing module pushes to the emergent broadcast message in the session.
It is preferred that in step S1, the customer service session maintenance module includes conversation server and session is route, the session
Customer side of the server into the session periodically sends detection instruction, and the customer side in the session receives the inspection
After surveying instruction, response instruction is sent to the conversation server；
If the conversation server receives the response instruction, the conversation server records the customer service in the session
Session connection string between end and the conversation server, the session route store the session connection string；
If the conversation server does not receive the response instruction, the session connection is deleted from session route
String；
If the customer side in the session does not receive the detection instruction, the visitor in the session in a threshold time
Take end and re-established with the conversation server and is connected.
Ensure that the session connection string in the session maintenance module is all active.
It is preferred that step S3 includes：The broadcast message pushing module will be described emergent wide according to the session connection string
Broadcast the customer side that message is pushed in the session.
It is preferred that in step S1, the conversation server also records customer side and the conversational services in the session
Session information between device, the session route also store the session information.
It is preferred that before step S3, the broadcast message pushing module is also：
Extract the session characteristics of the session information；
Extract the affair character of the emergent broadcast message；
Judge whether the session characteristics and the affair character match：
If so, then in step s3 the broadcast message pushing module according to the session connection string by the emergent broadcast
The customer side that message is pushed in the session of matching；
If it is not, then the broadcast message pushing module does not push the emergent broadcast message in step s3.
So as to which the emergent broadcast message is pointedly sent to the customer side in the relevant session.
It is preferred that before step S3, the broadcast message pushing module is also：
Periodically obtain the emergent broadcast message, and judge current period obtain the emergent broadcast message with it is upper
Whether the emergent broadcast message that one cycle obtained is identical：
If so, then the broadcast message pushing module does not push the emergent broadcast message；If it is not, the then broadcast message
The emergent broadcast message that pushing module automatic push current period obtains.
The positive effect of the present invention is：The present invention adds emergent broadcast in current online customer service system
Function so that after accident occurs, the online customer service in session can be notified in time, and then can in time will be relevant
Feedback of the information is to client, to avoid client's life and property loss that may be present, and caused by accident notifies not in time
Secondary communication, lifted customer experience.
Brief description of the drawings
Fig. 1 is the structural representation of the emergency broadcase system of the online customer service of the embodiment of the present invention 1.
Fig. 2 is the structural representation of customer service session maintenance module in Fig. 1.
Fig. 3 is the flow chart of the emergent broadcast method of the online customer service of the embodiment of the present invention 2.
Embodiment
The present invention is further illustrated below by the mode of embodiment, but does not therefore limit the present invention to described reality
Apply among a scope.
Embodiment 1
Reference picture 1, the emergency broadcase system of the online customer service of the present embodiment are suitable to send emergent broadcast message to multiple
Customer side 1 in session, the emergency broadcase system of the online customer service include customer service session maintenance module 2, broadcast message push mould
Block 3 and broadcast message configuration module 4.After accident generation, when keeper knows the accident, disappeared immediately by broadcast
Cease configuration module 4 and configure emergent broadcast message, the emergent broadcast message is then pushed to customer service session by broadcast message pushing module 3
Customer side 1 in the session that maintenance module 2 obtains.
Specifically, customer service session maintenance module 2 is used for the information for obtaining the customer side 1 in session, with reference to Fig. 1 and Fig. 2, meeting
Customer side 1 in words sends connection status when starting to be serviced for client, to conversation server 21, and conversation server 21 is remembered
The session information and session connection string of the customer side 1 in session are recorded, session route 22 preserves the session information and session connection string.
In addition, periodically the customer side 1 into session sends detection instruction, the customer side in session to conversation server 21
1 receives detection instruction, then sends response instruction to the conversation server 21.Should if conversation server 21 receives this
Instruction is answered, then the customer side 1 in session is in connection status with conversation server 21, and the record of conversation server 21 sends the response
The session information and session connection string between customer side 1 and conversation server 21 in the session of instruction, session route 22 preserve
The session information and session connection string.If conversation server 21 is not received by response instruction, show the visitor in session
End 1 and 21 already off connection of conversation server are taken, in this case, two kinds of situations be present, first, the customer side in session
1 has finished on the service to client, then delete customer side 1 in session route 22 in the session that preserves session information and
Session connection string；Second, the customer side 1 in session be not received by a threshold time detection instruction thus do not send
Response instruct, then the customer side 1 in session again with conversation server 21 establish connect, conversation server 21 record again with its
The session information and session connection string of customer side 1 in the session of connection, session route 22 preserves the session information and session connects
Connect string.
Connection status and conversation server 21 are sent into session to conversation server 21 by the customer side 1 in session
Customer side 1 send the mode of detection instruction, ensure the session information that preserves and session connection string in session route 22, be all place
In active state, i.e. these session informations and session connection string are all ongoing, and then cause broadcast message push mould
Block 3 can route the visitor that emergent broadcast message is pushed in current all sessions by the session connection string preserved in 22 via session
End 1 is taken, is judged by the online customer service for receiving the emergent broadcast message according to the service content of reality, if needs will be relevant
The client serviced is informed in accident.
Further, broadcast message pushing module 3 can also extract the affair character of emergent broadcast message, such as the thing that happens suddenly
The session characteristics of the session information preserved in the time of origin of part, spot, event content etc., and extraction session route 22,
Such as service content, the time related to service content, place etc..Also, broadcast message pushing module 3 may determine that emergent wide
Whether can with the session characteristics of session information match, such as the spot of accident is believed with session if broadcasting the affair character of message
The place related to service content matches in breath, then the pushing module 3 that broadcasts the message only sends emergent broadcast message to therewith
Customer side 1 in the session to match, otherwise, broadcast message pushing module 3 do not push the emergent broadcast message.In addition, session
It can also include being directed to the default countermeasure of accident in message, the online customer service in auxiliary session is with regard to accident to visitor
Family is serviced accordingly.
Such as accident is earthquake, emergent broadcast message includes the when and where that earthquake and earthquake occur, if
Service content in session information is air ticket purchase, and when the destination of the air ticket is earthquake spot, emergent broadcast message
With session information match, then the pushing module 3 that broadcasts the message pushes the emergent broadcast message configured for the earthquake accident
To the customer side 1 for carrying out the session information, without pushing to customer side 1 of the air ticket destination for session information elsewhere.
Keeper can send instruction and cause after emergent broadcast message is configured using the configuration module 4 that broadcasts the message
The pushing module 3 that broadcasts the message pushes emergent broadcast message.Further, broadcast message pushing module 3 can also be obtained periodically
Emergent broadcast message is taken, and compared with the emergent broadcast message that a upper cycle obtains, once comparative result is emergent broadcast
Message changes, then broadcast the message the customer service that pushing module 3 automatically pushes to newest emergent broadcast message in session
End 1.
Embodiment 2
The emergent broadcast method of the online customer service of the present embodiment utilizes the emergency broadcase system of the online customer service in embodiment 1
Realize, reference picture 3, the emergent broadcast method of the online customer service comprises the following steps：
S101：Customer service session maintenance module obtains the information of the customer side in session；
S102：The configuration module that broadcasts the message configuration emergent broadcast message；
S103：The customer side that broadcast message pushing module pushes to the emergent broadcast message in the session.
Specifically, in step S101, customer service session maintenance module includes conversation server and session is route, the visitor in session
End is taken when starting to be serviced for client, sends connection status to conversation server, conversation server is understood in recording conversation
The session information and session connection string of customer side, session route preserve the session information and session connection string.
In addition, periodically the customer side into session sends detection instruction to conversation server, the customer service termination in session
Detection instruction is received, then sends response instruction to the conversation server.If conversation server receives response instruction,
Then the customer side in session is in connection status with conversation server, and conversation server record is sent in the session of response instruction
Customer side and conversation server between session information and session connection string, session route preserves the session information and session and connects
Connect string.If conversation server is not received by response instruction, show the customer side in session with conversation server
Disconnect, in this case, two kinds of situations be present, first, the customer side in session has finished on the service to client,
Then delete the session information and session connection string of the customer side in the session preserved in session route；Second, the visitor in session
Take end be not received by a threshold time detection instruction thus send response instruction, then in session customer side weight
Newly establish and connect with conversation server, conversation server record again the session information of the customer side in connected session and
Session connection string, session route preserve the session information and session connection string.
The visitor of connection status and conversation server into session is sent to conversation server by the customer side in session
The mode that end sends detection instruction is taken, ensures the session information and session connection string preserved in session route, is at active
State, i.e., these session informations and session connection string are all ongoing, and then are caused in step s 103, broadcast message
Emergent broadcast message is pushed in current all sessions by the session connection string that pushing module preserves in being route via session
Customer side, judged by receiving the online customer service of the emergent broadcast message according to the service content of reality, if need by
The client serviced is informed in relevant accident.
Further, before step S103, broadcast message pushing module can also extract the event of emergent broadcast message
The session letter preserved in feature, such as the time of origin of accident, spot, event content etc., and extraction session route
The session characteristics of breath, such as service content, the time related to service content, place etc..Broadcast message pushing module is sentenced afterwards
Whether the affair character of disconnected emergent broadcast message can match with the session characteristics of session information, for example, the generation of accident
Ground matches to place related with service content in session information, then the pushing module that broadcasts the message only sends out emergent broadcast message
The customer side delivered in matched session, otherwise, broadcast message pushing module do not push the emergent broadcast message.Separately
Outside, can also include being directed to the default countermeasure of accident in conversation message, the online customer service in auxiliary session just happens suddenly
Event is serviced client accordingly.
Such as accident is earthquake, emergent broadcast message includes the when and where that earthquake and earthquake occur, if
Service content in session information is air ticket purchase, and when the destination of the air ticket is earthquake spot, emergent broadcast message
With session information match, then the pushing module that broadcasts the message pushes to the emergent broadcast message configured for the earthquake accident
The customer side of the session information is carried out, without pushing to customer side of the air ticket destination for session information elsewhere.
Keeper can send instruction and cause extensively after emergent broadcast message is configured using the configuration module that broadcasts the message
Broadcast message pushing module push emergent broadcast message.Further, broadcast message pushing module 3, which can also be obtained periodically, answers
Anxious broadcast message, and compared with the emergent broadcast message that the last time obtains, once comparative result is sent out for emergent broadcast message
Changing, then broadcast the message the customer side that pushing module 3 automatically pushes to newest emergent broadcast message in session.
The present invention adds emergent broadcast function in current online customer service system so that after accident occurs,
Keeper for the emergent broadcast message of the accident and can be able to inform in session in time with regard to accident editor in time
Online customer service so that online customer service can know the accident in time and carry out ditch with regard to the accident and client in time
It is logical, to avoid client's life and property loss that may be present, and the secondary communication caused by accident notifies not in time, carry
Rise customer experience.
Although the embodiment of the present invention is the foregoing described, it will be appreciated by those of skill in the art that this is only
For example, protection scope of the present invention is to be defined by the appended claims.Those skilled in the art without departing substantially from
On the premise of the principle and essence of the present invention, various changes or modifications can be made to these embodiments, but these changes and
Modification each falls within protection scope of the present invention.
Claims (12)
- A kind of 1. emergency broadcase system of online customer service, it is characterised in that including：Customer service session maintenance module, for obtaining the information of the customer side in session；Broadcast the message configuration module, for configuring emergent broadcast message；Broadcast the message pushing module, for the customer side for pushing to the emergent broadcast message in the session.
- 2. the emergency broadcase system of online customer service as claimed in claim 1, it is characterised in that the customer service session maintenance module It is route including conversation server and session, customer side of the conversation server into the session periodically sends detection and referred to Order, after the customer side in the session receives the detection instruction, response instruction is sent to the conversation server；If the conversation server receives response instruction, the conversation server record customer side in the session with Session connection string between the conversation server, the session route store the session connection string；If the conversation server does not receive the response instruction, the session connection string is deleted from session route；If the customer side in the session does not receive the detection instruction, the customer side in the session in a threshold time Re-establish and be connected with the conversation server.
- 3. the emergency broadcase system of online customer service as claimed in claim 2, it is characterised in that the broadcast message pushing module The customer side for being pushed to the emergent broadcast message in the session according to the session connection string.
- 4. the emergency broadcase system of online customer service as claimed in claim 2, it is characterised in that the conversation server also records The session information between customer side and the conversation server in the session, the session route also store the session letter Breath.
- 5. the emergency broadcase system of online customer service as claimed in claim 4, it is characterised in that the broadcast message pushing module It is additionally operable to：Extract the session characteristics of the session information；Extract the affair character of the emergent broadcast message；Judge whether the session characteristics and the affair character match；If so, then the emergent broadcast message is pushed to matching by the broadcast message pushing module according to the session connection string The session in customer side；If it is not, then the broadcast message pushing module does not push the emergent broadcast message.
- 6. the emergency broadcase system of the online customer service as any one of right wants 1-5, it is characterised in that the broadcast message Pushing module is additionally operable to：Periodically obtain the emergent broadcast message, and judge current period obtain the emergent broadcast message with upper one week Whether the emergent broadcast message that the phase obtains is identical；If so, then the broadcast message pushing module does not push the emergent broadcast message；If it is not, the then broadcast message push The emergent broadcast message that module automatic push current period obtains.
- 7. a kind of emergent broadcast method of online customer service, it is characterised in that utilize answering for online customer service as claimed in claim 1 Anxious broadcast system is realized, it is characterised in that including：S1, customer service session maintenance module obtain the information of the customer side in session；S2, broadcast message configuration module configuration emergent broadcast message；The customer side that S3, broadcast message pushing module push to the emergent broadcast message in the session.
- 8. the emergent broadcast method of online customer service as claimed in claim 7, it is characterised in that in step S1, the customer service meeting Talking about maintenance module includes conversation server and session route, and customer side of the conversation server into the session is periodically Detection instruction is sent, after the customer side in the session receives the detection instruction, response is sent to the conversation server Instruction；If the conversation server receives response instruction, the conversation server record customer side in the session with Session connection string between the conversation server, the session route store the session connection string；If the conversation server does not receive the response instruction, the session connection string is deleted from session route；If the customer side in the session does not receive the detection instruction, the customer side in the session in a threshold time Re-establish and be connected with the conversation server.
- 9. the emergent broadcast method of online customer service as claimed in claim 8, it is characterised in that in step S3：The broadcast disappears The customer side that breath pushing module pushes to the emergent broadcast message in the session according to the session connection string.
- 10. the emergent broadcast method of online customer service as claimed in claim 8, it is characterised in that in step S1, the session clothes Business device also records the session information between the customer side in the session and the conversation server, and the session route also stores The session information.
- 11. the emergent broadcast method of online customer service as claimed in claim 10, it is characterised in that described before step S3 Pushing module broadcast the message also：Extract the session characteristics of the session information；Extract the affair character of the emergent broadcast message；Judge whether the session characteristics and the affair character match；If so, the pushing module that then broadcast the message described in step S3 pushes away the emergent broadcast message according to the session connection string The customer side delivered in the session of matching；If it is not, the pushing module that then broadcast the message described in step S3 does not push the emergent broadcast message.
- 12. the emergent broadcast method of the online customer service as any one of right wants 7-11, it is characterised in that step S3 it Before, the broadcast message pushing module is also：Periodically obtain the emergent broadcast message, and judge current period obtain the emergent broadcast message with upper one week Whether the emergent broadcast message that the phase obtains is identical；If so, then the broadcast message pushing module does not push the emergent broadcast message；If it is not, the then broadcast message push The emergent broadcast message that module automatic push current period obtains.
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| CN110838014A (en) * | 2019-09-20 | 2020-02-25 | 北京智齿博创科技有限公司 | Artificial intelligent routing strategy in on-line customer service system |
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