CN100495968C - System for mobile consultation service between mobile users - Google Patents
System for mobile consultation service between mobile users Download PDFInfo
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- CN100495968C CN100495968C CNB2006100805171A CN200610080517A CN100495968C CN 100495968 C CN100495968 C CN 100495968C CN B2006100805171 A CNB2006100805171 A CN B2006100805171A CN 200610080517 A CN200610080517 A CN 200610080517A CN 100495968 C CN100495968 C CN 100495968C
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Abstract
The disclosed system for mobile consult business among mobile users comprises a mobile communication network, the Internet, mobile phone or PC, and the LAN-mobile consult business platform based on calling center technique. The corresponding method comprises: (1) registering or logging out; (2) building database for consult business; (3) setting turn-on time; (4) consulting user; (5) providing charge service. This invention is extendable and meets people requirement on information.
Description
Technical field
The present invention relates to a kind of new technology or new business of mobile communication, exactly, relate to the system and the implementation method of the mobile consultation service between a kind of mobile subscriber of being used for, belong to the value-added service technical field of mobile communication.
Background technology
Current society is the epoch of an information explosion, and the information of magnanimity is constantly weeded out the old and bring forth the new, emerged in large numbers at a high speed on the one hand, on the other hand people to the demand of various information also more and more urgently, more and more deep.At present, most of crowds mainly adopt following dual mode to obtain information: directly obtain information or by obtaining information indirectly between the acquaintances such as kith and kin, good friend, classmate or colleague by independent the self-study.But, there is defective in the both: the former is that individual strength is limited, little, the poor efficiency of the amount of information that this mode is obtained, and the latter is that the amount of information that has of acquaintance is still limited or more shallow, simple, and seek advice others and will be in arrears with human feelings, this also is that modern's independent personality institute is loath.
The appearance of Internet and development have changed above-mentioned situation, people can obtain magnanimity information fast by Internet, but this mode of obtaining information still has its deficiency: the one, and requirement possesses online condition and ability, and especially the people that can surf the Net under mobile environment is still less.The 2nd, though magnanimity information is arranged on Internet, but because the service that provides is free, make it possible to provide the people of high quality information service open its information service on Internet gratis of often being unwilling, this just greatly reduces information quality and confidence level on the Internet.The 3rd, Internet is a network based on store-and-forward mechanism, has non real-time characteristics, and loaded information adopts the picture and text form mostly, and people are difficult in Internet and upward obtain information service real-time, mutual, voice.
In this case, contradiction has just produced naturally: on the one hand, almost everyone certain the time all can produce the demand of the information consulting service that obtains real-time, mutual, voice, expert's level whenever and wherever possible, and most of people are willing to mean this counseling services defrayment; On the other hand, almost everyone is certain or a plurality of field " expert ", knowledge, experience, technical ability, instrument (as Internet, e-dictionary, specialized database etc.) and the time, the energy that have association area, may all wish to utilize the category information service of providing advice of above-mentioned resource at some special time, to obtain economy (money), spirit (prestige) or other valuable remuneration.And along with the development and progress of society, the demand of people can be strong more and urgent,, although have this demand and supply, but make both sides of supply and demand to conclude the transaction in default of an effective intermediary system.Therefore, a new problem of how developing and providing above-mentioned operation system just to become the insider to be paid close attention to.
Summary of the invention
In view of this, the system that the purpose of this invention is to provide the mobile consultation service between a kind of mobile subscriber of being used for, mobile consultation service of the present invention is custom-designed a kind of based on the consulting category information service on present information network and the mobile communication basic service in order to solve above-mentioned contradiction, this business can satisfy that people have wide development space and bright development prospect to the growing demand of information in the information age.
In order to achieve the above object, the invention provides the system of the mobile consultation service between a kind of mobile subscriber of being used for, comprising: the mobile phone/PC of mobile radio communication, internet, counsel user, connect the mobile phone/PC of counsel user and mobile phone/PC of advisory agent that the problem that counsel user proposes is explained the puzzle, answerred questions by mobile radio communication/internet; It is characterized in that: described system also comprises a local area network (LAN)---the mobile consultation service platform that makes up based on call-center technology; At least comprise following network element in this mobile consultation service platform:
Calling is attended a banquet, form by a plurality of terminals and headset style telephone terminal that the operator uses, mutual for the operator by telephone terminal and user and advisory agent, the terminal that uses a computer simultaneously inserts database server, carry out inquiry, the additions and deletions of business datum, the operation of change, and send instruction to application server by terminal, make its session control of finishing the medium between user and the advisory agent and forwards;
Queue machine is used for the calling of access and the request of other medium are ranked, and distributes to the operator according to the queue discipline of setting and handle;
Database server, be used to store the master data and the business datum of advisory agent and counsel user, comprise: the kind of advisory agent's virtual-number/virtual identifying and presence thereof, reference content and the additional charging way of describing, seeking advice from and rate, search record, charging bill, complains records;
Application server, be used to move mobile consultation service software, control voice and other media server are finished the control of media resource and the interaction process function of message, at least comprise: produce and send a notification message, transmit the interaction message between user and the consultant, and be responsible for finishing billing function, produce charging bill;
Management server is used to the management function of the system that finishes, and comprises at least: to the management of advisory agent, counsel user, operator, system equipment, to the statistics and analysis of the various data of counseling services record, station message recording, complains records;
Voice server is used to finish the access and the exhalation of phone, and interactive voice response system IVR comprise playback, the various basic operations that collect the digits at least, and under the control of application server, realize control to speech channel;
The short message SMS server is used to finish the reception and the transmission of short message, stores short message in this short message SMS data in server storehouse, and realizes the forwarding and the transmission of short message under the control of application server.
Described mobile consultation service platform also includes following one or more mobile consultation service network element according to service needed:
The WAP server provides WAP to insert to counsel user and advisory agent, and according to counsel user or advisory agent's WAP instruction, to the corresponding data in this WAP data in server storehouse carry out comprise browse, the operation of inquiry, additions and deletions, modification;
The WEB server provides WEB to insert to counsel user and advisory agent, and according to counsel user or advisory agent's WEB instruction, to the corresponding data in this WEB data in server storehouse carry out comprise browse, the operation of inquiry, additions and deletions, modification;
The Multimedia Message MMS server is finished the reception and the transmission of Multimedia Message, stores Multimedia Message in the database of this Multimedia Message MMS server, and realizes the forwarding and the transmission of Multimedia Message under the control of application server;
Email Email server is used to finish reception and the transmission of Email, stores Email in this Email Email data in server storehouse, and realizes forwarding and the transmission of Email under the control of application server.
Virtual-number/virtual identifying of the advisory agent who stores in the described database server is distributed to each advisory agent by the mobile consultation service platform, and each virtual-number/virtual identifying all is unique, and corresponding, and should guarantee that each virtual identifying is different or too approximate with this advisory agent's phone number.
Described mobile consultation service platform comprises that also is used to store the supply database that the mobile consultation service of match information is searched in supply and demand, this supply database is to set up according to advisory agent's log-on message, wherein advisory agent's information be according to rate from low to high, service satisfactory rate sequence arrangement from high to low; Primitive in this database comprises following information at least: the content of the classification number of virtual-number/virtual identifying of advisory agent, counseling services, every counseling services and supplemental instruction thereof, charging way and rate.
The master data of the counsel user of storing in the described database server comprises and the corresponding virtual-number of the phone number of this counsel user, the generative process of this virtual-number is: when the user dials service number access service system, operation system directly generates or inquires about and the corresponding virtual-number of this subscriber phone number according to user's phone number, this virtual-number the user all obtain remain in the process of counseling services constant.
Short message SMS server in the described mobile consultation service platform, Multimedia Message MMS server are responsible for the communication switching of short message, multimedia short message between counsel user and the advisory agent respectively, at the number of the caller identification of above-mentioned various communications are: service number+virtual-number.
Application server in the described mobile consultation service platform is when carrying out billing function, the expense of consultation service only limits to the information charge of counseling services, does not comprise other communication cost of phone, short message and the multimedia short message between the counsel user and platform/advisory agent in the consultation process; When the counseling services pay-per-use, consultation way and duration will not be considered in the charging of operation system; When counseling services were charged according to time, operation system was only chargeed to the consulting time of liaison mode, and chargeable time is from user and advisory agent's closing of the circuit, and till the phone termination, the interacting message of alternate manner is not in charging area.
Application server in the described mobile consultation service platform is when carrying out billing function, the default value of the counseling services charging of adopting usually is a booking rate, but in the service process of providing advice, the advisory agent can't satisfy or part when satisfying customer requirements, the advisory agent can initiatively change the rate of these counseling services: change to free or half price, application server charges to counseling services according to rate after changing again; The mode of change rate has following two kinds:
The change of online rate: when adopting the telephone counseling mode, the advisory agent finishes but phone when not hanging up yet in consulting, and with the change rate, rule is by button: push " 1 " key-half price, push " 0 " key-free;
Off-line rate change: finish the set rate in back in the change time limit in consulting, the advisory agent sends SMS message or Email changes the rate of counseling services to service number, rule is: the transmission Transaction Identification Number+＜space or comma 〉+" 1 " or " 0 ", wherein " 1 " is half price, and " 0 " is free.
Described management server has following dual mode when receiving the user to advisory agent's complaint:
Online complaint: when adopting the telephone counseling mode, listened to the statistical information of these counseling services but phone when not hanging up yet, the user according to system suggestion complains the advisory agent, and in complaint, require consultant expenses to be kept to half price or free: to push " 1 " key table and show the requirement half price, push " 0 " key table and show that requirement is free; Or
Off-line is complained: consulting finishes the complaint of back setting in the time limit, and the user can require half price or free by dialing service number or landing professional website and complain the advisory agent; Perhaps the complaint after the statistical information of receiving the short message form is in the time limit, the user by reply " Transaction Identification Number+advisory agent's virtual-number or virtual identifying+＜space or comma+1 or 0 " complain, wherein 1 representative requires half price, 0 representative requires free.
Be provided with the management and the Control Software module of the service satisfactory rate that advisory agent's service quality and prestige are carried out effective monitoring in the described management server, this software module to the computational methods of service satisfactory rate is:
The service fee that service satisfactory rate=100%-is complained/total service fee, the service fee of being complained in the formula is that customer requirements is reduced or remitted but the expense of consulted consultant refusal, is promptly complained counseling services expense=customer requirements free services expense and service fee * 50% sum that requires half price;
For the new advisory agent that counseling services were not provided, its total service fee is 0, does not exist service satisfactory rate, management server to can be it this moment an initial value is set, and initial value is big more, represents big more to this new advisory agent's the dynamics of fostering;
For the advisory agent that the free answer service only was provided, its total service fee is 0, does not exist service satisfactory rate, management server to can be it this moment an initial value is set, and initial value is big more, represents big more to this advisory agent's the dynamics of fostering.
The present invention is a kind of method and system of realizing mobile consultation service between individual mobile subscriber, by this method and system, mobile operator serves as the merchant of intermediary of consulting category information service, be responsible for collecting, write down and integrate various counseling services information, for the user provides unified access and search service, and in the process of counseling services, communicate switching and real time billing, and to the both sides in the consultation service (being counsel user and advisory agent) prestige, rights and interests manage and control.The present invention makes full use of existing network system and correlation technique, operation system simple in structure, and be easy to expand; The implementation method step is simple, rationally, can guarantee to realize the counseling services between the mobile subscriber really, and have wide application.
Description of drawings
Fig. 1 is that the system of mobile consultation service of the present invention forms structural representation.
Fig. 2 is system's implementation method overall operation step block diagram of mobile consultation service of the present invention.
Fig. 3 is that the embodiment that counsel user is obtained counseling services in system's implementation method of mobile consultation service of the present invention handles the sequential schematic diagram.
Embodiment
For making the purpose, technical solutions and advantages of the present invention clearer, the present invention is described in further detail below in conjunction with accompanying drawing.
Referring to Fig. 1, the present invention is the system of the mobile consultation service between a kind of mobile subscriber of being used for, and this system comprises: the mobile phone/PC of mobile radio communication 2, internet 3, counsel user, mobile phone/PC of advisory agent and a local area network (LAN)---the mobile consultation service platform 1 that makes up based on call-center technology; Wherein comprise following network element in this mobile consultation service platform 1:
Calling is attended a banquet, form by a plurality of terminals and/or headset style telephone terminal that the operator uses, mutual for the operator by headset and user/advisory agent, the terminal that uses a computer simultaneously inserts database server, carry out inquiry, the additions and deletions of business datum, the operation of change, and send instruction to application server by terminal, make its session control of finishing the medium between user and the advisory agent and forwards;
Queue machine is ranked to the calling of access and the request of other medium, and distributes to the operator according to queue discipline and handle;
Database server, storage advisory agent and user's master data and business datum comprise: the kind of advisory agent's virtual-number/virtual identifying ID and presence thereof, reference content and the additional charging way of describing, seeking advice from and rate, search record, charging bill, complains records etc.;
Application server, operation mobile consultation service software, servers such as control voice, SMS, MMS, Email are finished the control of media resource or the functions such as interaction process of message, comprise: produce and send a notification message, transmit the interaction message between user and the consultant, and be responsible for finishing billing function, produce charging bill;
Management server is finished the management function of system, comprising: to the management of advisory agent, user, operator, system equipment, to the statistics and analysis of various data such as counseling services record, station message recording, complains records;
Voice server is finished the access and the exhalation of phone, and playback, the various basic operations of IVR that collect the digits, and realizes the control to speech channel under the control of application server;
The WAP server provides WAP to insert to user and advisory agent, and according to user or advisory agent's WAP instruction to the corresponding data in the database carry out comprise browse, the operation of inquiry, additions and deletions, modification;
The WEB server provides WEB to insert to user and advisory agent, and according to user or advisory agent's WEB instruction to the corresponding data in the database carry out comprise browse, the operation of inquiry, additions and deletions, modification;
The SMS server is finished the reception and the transmission of short message, stores short message in database, and realizes the forwarding and the transmission of short message under the control of application server;
MMS server is finished the reception and the transmission of Multimedia Message, stores Multimedia Message in database, and realizes the forwarding and the transmission of Multimedia Message under the control of application server;
The Email server is used to finish reception and the transmission of Email, stores Email in database.And under the control of application server, realize forwarding and the transmission of Email.
Wherein call out attend a banquet, queue machine, database server, application server, management server, SMS server and voice server be necessary in platform, other servers are for selecting according to service needed to be provided with.
Mobile consultation service platform shown in Fig. 1 is provided with following external interface:
And the speech interface between the moving exchanging center MSC (E1) is used for user and advisory agent and uses voice to be linked into the mobile consultation service platform directly or indirectly by this interface;
And the SMS interface between the short messaging gateway is used for user and advisory agent and is linked into the mobile consultation service platform with SMS directly or indirectly by this interface;
And the MMS interface between the MMSC of Multimedia Message center: be used for user and advisory agent and be linked into the mobile consultation service platform with MMS directly or indirectly by this interface;
And the WAP interface between the WAP gateway is used for user and advisory agent and is linked into the mobile consultation service platform with WAP directly or indirectly by this interface;
And the HTML (Hypertext Markup Language) HTTP interface between the GGSN GGSN is used for user and advisory agent and is linked into the mobile consultation service platform with HTTP directly or indirectly by this interface;
And the HTTP interface between the PC terminal on the Internet, user and advisory agent can be linked in the mobile consultation service system with the PC terminal by this interface.
For saving advisory agent's cost of the phone call, the advisory agent also can insert the mobile consultation service system by landline telephone or phs telephone form, for the user provides service.
Referring to Fig. 2, introduce each operating procedure of system of the present invention implementation method:
(1) advisory agent's registration or cancellation: the mobile subscriber must handle registration in the operation system of operator, could be as the advisory agent; Each advisory agent's that operation system is registered information on services comprises: the classification number of counseling services, the content of counseling services and supplemental instruction thereof (as " Spanish Translator ", " translation of chemical industry Special English ", " Lijing guide ", " house decoration consultant and building materials furniture shopping guide "), charging way (as charged according to time or pay-per-use) and rate (as " 1 yuan/minute ", " 0.5 yuan/minute ", " 2 yuan/time ", " freely " etc.); Operation system for each advisory agent distribute one with the corresponding unique virtual-number of its phone number and/or virtual identifying ID (as " Sina's consulting ", " the finishing expert is little strong " etc.), operator should guarantee that each virtual identifying ID is different or too approximate;
Cancellation is meant that the advisory agent stops the business of providing advice.The advisory agent can dial service number, access service website or the different modes of registering to the business hall of operator is handled logout procedure, so that operation system is deleted every counseling services information that this advisory agent registers, stops the business of providing advice.
(2) operation system is set up the supply database of mobile consultation service: operation system is set up the supply database of a mobile consultation service according to advisory agent's log-on message, is used for supply and demand search coupling.Wherein the form of primitive is as shown in the table:
| Advisory agent's virtual-number |
| Advisory agent's virtual identifying ID |
| The species number of counseling services (n) |
| The kind of reference content and supplemental instruction (1) |
| The charging way of consulting |
| The rate of consulting |
| …… |
| The kind of reference content and supplemental instruction (n) |
| The charging way of consulting |
| The rate of consulting |
Each advisory agent's information be according to rate from low to high, service satisfactory rate sequence arrangement from high to low.
(3) advisory agent is provided with the service time of counseling services: the advisory agent is provided with the time that it provides service according to situation separately, in order to avoid bothered in the period out of service.For example some full-time advisory agent wishes the time of the being on duty service of providing advice, and some advisory agents then wish in the service of providing advice of some period of quitting time.For this reason, operation system provides and has landed and the mode of logging off is served opens and suspend.The advisory agent carries out business and lands (Log On) by dialing service number (as 12581), send SMS message or land professional website, to activate the service; Or carry out business with the same manner and withdraw from (Log Off), to suspend operation; Simultaneously, the date and time that the advisory agent can be provided with automatic login and withdraw from, for example every day, 16:00 logined automatically, and 22:00 withdraws from automatically.
(4) counsel user is obtained counseling services: the user dials service number (as 12581) access service system, operation system directly generates or inquires about and the corresponding virtual-number of this subscriber phone number according to user's phone number, this virtual-number the user all obtain remain in the process of counseling services constant; The user tells the operator with the demand (comprising consulting classification, charging way, rate, service satisfactory rate etc.) of oneself, the operator searches only advisory agent's set of having landed according to user's request in supplying with database, and according to the consulting rate from low to high, service satisfactory rate order from high to low recommends the advisory agent to the user, after consulting, select one with user interactions, again with call forwarding to this advisory agent, to its service of providing advice; In addition, operation system also is responsible for the communication switching of short message and multimedia short message between user and the advisory agent, at the number of the caller identification of above-mentioned various communications is: service number+virtual-number.
(5) operation system provides the generation service of chargeing for the advisory agent: the expense of consultation service only limits to the information charge of counseling services, does not comprise in the consultation process other communication cost of phone, short message and multimedia short message that both sides produced between the user and platform/advisory agent; Therefore, the charging of operation system of the present invention does not all have influence to charge system, charging policy and the various tariff package class business of existing mobile communication.When the counseling services pay-per-use, consultation way (phone, short message, multimedia short message etc.) and duration will not be considered in the charging of operation system; When counseling services were charged according to time, operation system was only chargeed to the consulting time of liaison mode, and chargeable time is from user and advisory agent's closing of the circuit, and till the phone termination, the interacting message of alternate manner is not in charging area.
During calling between connecting subscribers participating and advisory agent, should be noted that advisory agent's presence (Presence) problem.An advisory agent's who has landed presence can be idle, hurry, shut down or call out unreachablely, and have only the advisory agent of idle condition can accept user's counseling services.Simultaneously, system should guarantee that the advisory agent of idle condition in time receives calls, can not no response or denial of service.Therefore, the mobile consultation service system earlier carried out call attempt by the operator to the advisory agent before the calling between connecting subscribers participating and the advisory agent, connected itself and being connected of user after waiting it to reply again, was idle condition to guarantee the advisory agent.If call attempt failure, the operator will distribute another advisory agent for the user, simultaneity factor is according to the reason of call attempt failure: the advisory agent's that this has landed presence be in busy, shut down or call out unreachablely, this advisory agent is handled, concrete measure is as follows:
Hurry (the line is busy): 15 minutes service suspending period is set for this advisory agent.
Denial of service (hanging up): this advisory agent's state changed into withdraw from (Log Off), the current violations of record in database are given notice and are warned to this advisory agent by short message (when service access code when being Mobile Directory Number) or Email (when serving access code when being fixed telephone number) simultaneously.
No response: this advisory agent's state changed into withdraw from (Log Off), the current violations of record in database are given notice and are warned to this advisory agent by short message (when service access code when being Mobile Directory Number) or Email (when serving access code when being fixed telephone number) simultaneously.
Call out unreachable: 30 minutes service suspending period is set for this advisory agent.
Shutdown: this advisory agent's state changed into withdraw from (Log Off), the current violations of record in database are given notice and are warned to this advisory agent by short message (when service access code when being Mobile Directory Number) or Email (when serving access code when being fixed telephone number) simultaneously.
In the described step (5), the default value that system charges to counseling services is a booking rate, but in the service process of providing advice, may occur that the advisory agent can't satisfy or part when satisfying customer requirements, for avoiding customer complaint, the advisory agent can initiatively change the rate of these counseling services: free or half price, and system then charges to counseling services according to rate after changing; The mode that the advisory agent initiatively changes rate has two kinds:
The change of online rate: when adopting the telephone counseling mode, the advisory agent finishes but phone when not hanging up yet in consulting, and with the change rate, rule is by button: push " 1 " key-half price, push " 0 " key-free;
Off-line rate change: finish the back in set rate conversion period (in) as 3 minutes in consulting, the advisory agent sends SMS message or Email changes the rate of counseling services to service number (as 12581), rule is: the transmission Transaction Identification Number+＜space or comma 〉+" 1 " or " 0 ", wherein " 1 " is half price, and " 0 " is free.
Step (5) further comprises following content of operation: after each counseling services finished, system notified user and advisory agent respectively with the statistical information of these counseling services and the charge situation of information charge.The masterplate of the statistical information that comprises the information charge notice of counseling services for example charged according to time is as follows: " user AAAAAAA (virtual-number) uses the counseling services of advisory agent BBBB (virtual-number or ID) to start from YYMMDDHHMMSS; end at YYMMDDHHMMSS; consulting duration X minute; rate is Y unit/minute (original cost/half price/free); information charge amounts to XY unit, and Transaction Identification Number is CCCCCC ".
System notifies user and advisory agent with following dual mode:
Notification line: when adopting the telephone counseling mode, finish but phone when not hanging up yet in consulting, user and advisory agent can by push "
" bond Shu Shuanfang conversation, and listen to the statistical information and the advice of charge of these counseling services of system plays; It should be noted that if the advisory agent will carry out online rate change, then should be prior to listening to statistical information and advice of charge.If listen to statistical information and advice of charge earlier, just can not carry out online rate change, can only carry out the change of off-line rate.
The off-line notice: consulting end and rate are after conversion period, and system is to the user and the advisory agent sends SMS message respectively or the statistical information and the advice of charge of Email form.
If the user dissatisfied to service quality, can complain this advisory agent after accepting counseling services that the advisory agent provides.Can propose two kinds in the complaint one of requires: this time counseling services reduce by half according to booking rate and collect, and perhaps require this time counseling services free.
The mode of complaining has three kinds: (1) online complaint: when adopting the telephone counseling mode, the user can according to system suggestion complain the advisory agent after having listened to notification line, shows the requirement half price by " 1 " key table, shows that by " 0 " key table requirement is free.(2) off-line is complained: in the complaint phase (in 24 hours) after consulting finishes, the user can require half price or free by dialing service number (as 12581) or landing professional website and complain corresponding advisory agent.(3) off-line is complained: in the complaint phase behind the statistical information of receiving the short message form and advice of charge (in 24 hours), the user also can reply " advisory agent's virtual-number or ID+＜space or comma 〉+1 or 0 " and complain, wherein 1 representative requires half price, and 0 representative requires free.
After the customer complaint success, the advisory agent that system will complain to quilt immediately sends SMS message or Email, inform it by certain customer complaint and this user's requirement, for example " Transaction Identification Number is that the user XXXXXXX of CCCCCC complains your service, requires half price/free.R. S. V. P. Transaction Identification Number+1 accedes to a request; With this user R. S. V. P. Transaction Identification Number+2 that pipe off ".If the advisory agent thinks that user's complaint is reasonable, can answer short message/Email selection agree user's requirement; If select to think that the user is malicious complaint (repudiating a debt or illegitimate competition), then can answer short message/Email select this user listed in the blacklist of oneself, then this user can't use oneself service from now on.
After the advisory agent is subjected to customer complaint, if think that the user is malicious complaint (repudiating a debt or illegitimate competition), except can blacklisting it, can also be by dialing service number (as 12581) or landing professional website and complain this user.
The present invention also provides a kind of management and control method of the service satisfactory rate that advisory agent's service quality and prestige are carried out effective monitoring, with " service fee that service satisfactory rate=100%-is complained/total service fee " as measurement index.The service fee of being complained in the formula is that customer requirements is reduced or remitted but the expense of consulted consultant refusal, is promptly complained counseling services expense=customer requirements free services expense and service fee * 50% sum that requires half price; The information charge of supposing certain advisory agent service of providing advice adds up to 100 yuan, is required that wherein free expense is 4 yuan, and the expense that is required half price is 10 yuan, then service satisfactory rate=100%-of this advisory agent (4+10 * 50%)/100=91%.
For the new advisory agent that counseling services also were not provided, its total service fee is 0, does not exist this moment service satisfactory rate, operator to can be it initial value (for example 50%) is set, initial value is big more, and expression operator is big more to this new advisory agent's the dynamics of fostering.
For the advisory agent that free answer service only was provided, its total service fee is 0, does not exist this moment service satisfactory rate, operator to can be it initial value (for example 90%) is set, and initial value is big more, and expression operator is big more to this advisory agent's the dynamics of fostering.
After each counseling services, advisory agent's service satisfactory rate all will be updated.This service satisfactory rate index will influence advisory agent's rank as the important indicator of searching order.The service satisfactory rate also can be apprised of the user, selects advisory agent's important references index as the user.
Effective complaint of user will cause advisory agent's service satisfactory rate to descend, thereby cause advisory agent's search rank to descend, and the forfeiture users to trust loses new business opportunity.In order to attract the user, the advisory agent must improve the service satisfactory rate, and its approach has only two kinds: sincere counseling services are provided, initiatively carry out the rate change when counseling services can not be satisfied customer requirements, avoid complaining; Perhaps the amount of money of when being complained half or whole quilts being complained is returned the user, and half of this complaint or full payment just can be removed from " by the complaint service expense " like this, and the service satisfactory rate is improved; But this time complaint will be recorded in the case.
The present invention also proposes to seek advice from the management method of rate, and in order to reduce risk of fraud, have the directly proportional corresponding relation between service satisfactory rate and advisory agent's the consulting rate upper limit: the service satisfactory rate is high more, and the rate upper limit is high more; The service satisfactory rate is low more, and the rate upper limit is low more, and is until 0, promptly free; Simultaneously, stipulate the scope (for example [2 yuan/minute, 20 yuan/minute]) of each advisory agent's the quotation upper limit, the wherein initial rate upper limit should be made as the minimum of the rate upper limit, and when the rate upper limit changes, uses the SMS notification advisory agent; The advisory agent can dial service number (as 12581) or land professional website and inquire about rate, and can initiatively revise the rate of its various counseling services in the scope of the rate upper limit.
Referring to Fig. 3, introduce counsel user and obtain an embodiment of counseling services and handle the sequential schematic flow sheet:
(1) counsel user is dialed the service number (as 12581) of mobile consultation service, and calling party's MSC is transferred to the mobile consultation service platform to this calling;
(2) business platform is play voice suggestion to counsel user, and counsel user is selected counseling services;
(3) business platform distributes an operator and a call establishment of being responsible for professional search;
(4) counsel user and operator are mutual, and the operator finds an advisory agent according to user's demand for asking;
(5) operator dials this advisory agent's access code, and then callee's MSC is forwarded to this advisory agent to this calling, and platform is play to counsel user and holded music simultaneously;
(6) advisory agent receives calls, and business platform is connected both sides' call;
(7) advisory agent and counsel user are mutual, and the counseling services of speech form are provided;
When (8) service finishes, the advisory agent selects one of following four kinds of operations: on-hook or push free " 0 " key of these counseling services of expression after listen to statistical information, or listen to statistical information after pushing these counseling services of expression " 1 " key by the half price charge, or after pushing " * " key of this counseling services end of expression, directly listen to statistical information; Simultaneously, counsel user is pushed " * " key and is directly listened to statistical information;
(9) call between business platform end user and the advisory agent, and send the statistical information of these counseling services that comprise information charge to counsel user and advisory agent with the offline mode of short message or Email;
(10) entering customer complaint handles: if dissatisfied this service of user, then can be free by " 0 " key requirement, or by " 1 " key requirement half price, complain by the business platform process user again;
(11) for needing explanatory note or needs further to inquire about the reference content that could reply, the advisory agent can send SMS message or Multimedia Message to counsel user by business platform; But this step is a selection operation.
The application of mobile consultation service of the present invention is very wide, comprises following field at least:
Online traffic information inquiry: ask the way place inquiry (bank, post office, supermarket, hospital, restaurant, school etc.), the inquiry of Public Transport Transfer station.
Translation on line: the translation on line of middle foreign language/outer Chinese, the translation on line of minority language can provide three-party talking function, and subscription services is provided, and can move the phone translation service that provides with reference to Guangdong.
Online guide: detailed local information is provided, comprises folkways, tourist attractions information, traffic lodging catering information etc., prevent swindle to help the visitor.Can integrated above-mentioned traffic information inquiry and interpretative function.Being particularly suitable for self-service visitor uses.
Inline diagnosis maintenance: provide the on-line fault diagnosis and the maintenance of complex device such as automobile, computer, household electrical appliances are supported, maintenance suggestion and the reference of parts price are provided.
Online professional shopping guide: price spans such as building materials, furniture appliance, computer and digital product are big, difference in quality big to fitting up, buy the high product of risk provides professional knowledge introduction and shopping guide.
On-line search inquiry: utilize cyber stalker, electronic dictionary and database for user search with inquire about required various information.So long as can find, can both provide by network and database.
Online health care consulting: the first aid support, health care consultation, the training interrogation, psychology comfort treatments etc. still, should be checked relevant certificate for the consulting item that relates to life security, in advance to guarantee qualification.
Online policies laws consulting: the on-line consulting of various policies laws rules, analysis of cases is understood, law aid.Some lawyer's offices may initiatively provide free counseling services, so as to solicit business.
On line financing consulting: provide the management of personal money counseling services, the comprehensive guidance and the instance analysis of comprise savings, investing, evade payment of duty, insuring.
Online news information is reported: provide the up-to-date news information of the specified specific area of user to report.
The counseling services of other various professional knowledges, as child-bearing, culinary art, star news, investment, house property, insure, prepare for the postgraduate qualifying examination, study abroad, immigrant, astrology, length of run etc.
Claims (10)
1, a kind of system that is used for the mobile consultation service between the mobile subscriber comprises: the mobile phone/PC of mobile radio communication, internet, counsel user, connect the mobile phone/PC of counsel user and mobile phone/PC of advisory agent that the problem that counsel user proposes is explained the puzzle, answerred questions by mobile radio communication/internet; It is characterized in that: described system also comprises a local area network (LAN)---the mobile consultation service platform that makes up based on call-center technology; At least comprise following network element in this mobile consultation service platform:
Calling is attended a banquet, form by a plurality of terminals and headset style telephone terminal that the operator uses, mutual for the operator by telephone terminal and user and advisory agent, the terminal that uses a computer simultaneously inserts database server, carry out inquiry, the additions and deletions of business datum, the operation of change, and send instruction to application server by terminal, make its session control of finishing the medium between user and the advisory agent and forwards;
Queue machine is used for the calling of access and the request of other medium are ranked, and distributes to the operator according to the queue discipline of setting and handle;
Database server, be used to store the master data and the business datum of advisory agent and counsel user, comprise: the kind of advisory agent's virtual-number/virtual identifying and presence thereof, reference content and the additional charging way of describing, seeking advice from and rate, search record, charging bill, complains records;
Application server, be used to move mobile consultation service software, control voice and other media server are finished the control of media resource and the interaction process function of message, at least comprise: produce and send a notification message, transmit the interaction message between user and the consultant, and be responsible for finishing billing function, produce charging bill;
Management server is used to the management function of the system that finishes, and comprises at least: to the management of advisory agent, counsel user, operator, system equipment, to the statistics and analysis of the various data of counseling services record, station message recording, complains records;
Voice server is used to finish the access and the exhalation of phone, and interactive voice response system IVR comprise playback, the various basic operations that collect the digits at least, and under the control of application server, realize control to speech channel;
The short message SMS server is used to finish the reception and the transmission of short message, stores short message in this short message SMS data in server storehouse, and realizes the forwarding and the transmission of short message under the control of application server.
2, the system of mobile consultation service according to claim 1 is characterized in that: described mobile consultation service platform also includes following one or more mobile consultation service network element according to service needed:
The WAP server provides WAP to insert to counsel user and advisory agent, and according to counsel user or advisory agent's WAP instruction, to the corresponding data in this WAP data in server storehouse carry out comprise browse, the operation of inquiry, additions and deletions, modification;
The WEB server provides WEB to insert to counsel user and advisory agent, and according to counsel user or advisory agent's WEB instruction, to the corresponding data in this WEB data in server storehouse carry out comprise browse, the operation of inquiry, additions and deletions, modification;
The Multimedia Message MMS server is finished the reception and the transmission of Multimedia Message, stores Multimedia Message in the database of this Multimedia Message MMS server, and realizes the forwarding and the transmission of Multimedia Message under the control of application server;
Email Email server is used to finish reception and the transmission of Email, stores Email in this Email Email data in server storehouse, and realizes forwarding and the transmission of Email under the control of application server.
3, the system of mobile consultation service according to claim 1, it is characterized in that: virtual-number/virtual identifying of the advisory agent who stores in the described database server is distributed to each advisory agent by the mobile consultation service platform, and each virtual-number/virtual identifying all is unique, and corresponding, and should guarantee that each virtual identifying is different or too approximate with this advisory agent's phone number.
4, the system of mobile consultation service according to claim 1, it is characterized in that: described mobile consultation service platform comprises that also is used to store the supply database that the mobile consultation service of match information is searched in supply and demand, this supply database is to set up according to advisory agent's log-on message, wherein advisory agent's information be according to rate from low to high, service satisfactory rate sequence arrangement from high to low; Primitive in this database comprises following information at least: the content of the classification number of virtual-number/virtual identifying of advisory agent, counseling services, every counseling services and supplemental instruction thereof, charging way and rate.
5, the system of mobile consultation service according to claim 1, it is characterized in that: the master data of the counsel user of storing in the described database server comprises and the corresponding virtual-number of the phone number of this counsel user, the generative process of this virtual-number is: when the user dials service number access service system, operation system directly generates or inquires about and the corresponding virtual-number of this subscriber phone number according to user's phone number, this virtual-number the user all obtain remain in the process of counseling services constant.
6, the system of mobile consultation service according to claim 2, it is characterized in that: the short message SMS server in the described mobile consultation service platform, Multimedia Message MMS server are responsible for the communication switching of short message, multimedia short message between counsel user and the advisory agent respectively, at the number of the caller identification of above-mentioned various communications are: service number+virtual-number.
7, the system of mobile consultation service according to claim 1, it is characterized in that: the application server in the described mobile consultation service platform is when carrying out billing function, the expense of consultation service only limits to the information charge of counseling services, does not comprise other communication cost of phone, short message and the multimedia short message between the counsel user and platform/advisory agent in the consultation process; When the counseling services pay-per-use, consultation way and duration will not be considered in the charging of operation system; When counseling services were charged according to time, operation system was only chargeed to the consulting time of liaison mode, and chargeable time is from user and advisory agent's closing of the circuit, and till the phone termination, the interacting message of alternate manner is not in charging area.
8, the system of mobile consultation service according to claim 1, it is characterized in that: the application server in the described mobile consultation service platform is when carrying out billing function, the default value of the counseling services charging of adopting usually is a booking rate, but in the service process of providing advice, the advisory agent can't satisfy or part when satisfying customer requirements, the advisory agent can initiatively change the rate of these counseling services: change to free or half price, application server charges to counseling services according to rate after changing again; The mode of change rate has following two kinds:
The change of online rate: when adopting the telephone counseling mode, the advisory agent finishes but phone when not hanging up yet in consulting, and with the change rate, rule is by button: push " 1 " key-half price, push " 0 " key-free;
Off-line rate change: finish the set rate in back in the change time limit in consulting, the advisory agent sends SMS message or Email changes the rate of counseling services to service number, rule is: the transmission Transaction Identification Number+＜space or comma 〉+" 1 " or " 0 ", wherein " 1 " is half price, and " 0 " is free.
9, the system of mobile consultation service according to claim 1 is characterized in that: described management server has following dual mode when receiving the user to advisory agent's complaint:
Online complaint: when adopting the telephone counseling mode, listened to the statistical information of these counseling services but phone when not hanging up yet, the user according to system suggestion complains the advisory agent, and in complaint, require consultant expenses to be kept to half price or free: to push " 1 " key table and show the requirement half price, push " 0 " key table and show that requirement is free; Or
Off-line is complained: consulting finishes the complaint of back setting in the time limit, and the user can require half price or free by dialing service number or landing professional website and complain the advisory agent; Perhaps the complaint after the statistical information of receiving the short message form is in the time limit, the user by reply " Transaction Identification Number+advisory agent's virtual-number or virtual identifying+＜space or comma+1 or 0 " complain, wherein 1 representative requires half price, 0 representative requires free.
10, the system of mobile consultation service according to claim 1, it is characterized in that: be provided with the management and the Control Software module of the service satisfactory rate that advisory agent's service quality and prestige are carried out effective monitoring in the described management server, this software module to the computational methods of service satisfactory rate is:
The service fee that service satisfactory rate=100%-is complained/total service fee, the service fee of being complained in the formula is that customer requirements is reduced or remitted but the expense of consulted consultant refusal, is promptly complained counseling services expense=customer requirements free services expense and service fee * 50% sum that requires half price;
For the new advisory agent that counseling services were not provided, its total service fee is 0, does not exist service satisfactory rate, management server to can be it this moment an initial value is set, and initial value is big more, represents big more to this new advisory agent's the dynamics of fostering;
For the advisory agent that the free answer service only was provided, its total service fee is 0, does not exist service satisfactory rate, management server to can be it this moment an initial value is set, and initial value is big more, represents big more to this advisory agent's the dynamics of fostering.
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| CNB2006100805171A CN100495968C (en) | 2006-05-11 | 2006-05-11 | System for mobile consultation service between mobile users |
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| CN101360309B (en) * | 2007-08-03 | 2011-06-08 | 华为技术有限公司 | Execution method, apparatus and system for service open command |
| CN101409852B (en) * | 2007-10-09 | 2011-03-09 | 中兴通讯股份有限公司 | Method for implementing seat to playing music and to be in idle state simultaneously |
| CN102147792B (en) * | 2010-02-09 | 2012-11-21 | 中国科学院计算技术研究所 | Customized knowledge intelligent system |
| CN102082673B (en) * | 2010-06-04 | 2012-09-19 | 任明和 | Terminal service charging platform and method thereof based on Internet and telecommunication network |
| KR101396426B1 (en) * | 2012-03-09 | 2014-05-20 | 최미숙 | Data processing system for wedding planing |
| CN103327196B (en) * | 2012-03-19 | 2017-03-15 | 陈戈 | A kind of embedded charging means of communication and its system |
| CN102855594A (en) * | 2012-07-23 | 2013-01-02 | 深圳市财富万方信息技术有限公司 | Network transaction method and system for network consultation service |
| CN104517212A (en) * | 2013-09-29 | 2015-04-15 | 林国华 | Specific field information service transaction realization method and system |
| KR102370378B1 (en) * | 2015-04-23 | 2022-03-04 | 에스케이플래닛 주식회사 | System and method for providing benefit based on message oriented service |
| CN107229604B (en) * | 2017-05-27 | 2020-12-18 | 北京小米移动软件有限公司 | Transaction record information display method and device and computer readable storage medium |
| CN107749881A (en) * | 2017-10-19 | 2018-03-02 | 常熟人大文化科技有限公司 | A kind of mobile Internet platform that management consulting service is provided |
| CN109120805A (en) * | 2018-07-16 | 2019-01-01 | 安徽信尔联信息科技有限公司 | A kind of Auto-matching client method |
| CN109688185A (en) * | 2018-08-27 | 2019-04-26 | 平安科技（深圳）有限公司 | It attends a banquet method for processing business, device, equipment and computer readable storage medium |
| CN114726956B (en) * | 2022-04-11 | 2024-03-19 | 中国联合网络通信集团有限公司 | Telephone incoming call processing method and device |
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