Device, system and method for user to select customer service representative by video

Abstract

The invention provides a device, a system and method for users to select a customer service representative by video. The device comprises a service application module and a route queuing module, wherein the service application module is used for transmitting a customer service representative pre-queuing request message to the route queuing module according to an access request initiated by a user, and generating the video data playing path of the customer service representative according to a pre-queuing result returned by the route queuing module; the service application module is also used for accessing the user into the customer service representative selected by the user when receiving the passing information of the relevant customer service representative selected by the video; and the route queuing module pre-queues the current idle customer service representatives according to a preset rule after receiving the customer service representative pre-queuing request message which is transmitted from the service application module and returning a pre-queued result to the service application module. According to the invention, the purpose of selecting the customer service representative by videos for users can be realized.

Description

technical field [0001] The invention relates to the technical field of interaction between users and customer service systems, and in particular to a device, system and method for realizing user video selection of customer service personnel. Background technique [0002] The process of calling a customer service representative in the existing customer service system is generally as follows: the first step, the access code calls into the voice menu service; the second step, the language menu plays a voice to the user to tell the user to press the button and call the customer service representative; , access the customer service system and randomly select a customer service representative from the job numbers that meet the conditions to serve the user. [0003] With the gradual maturity of the 3G network, users will have more and more demands for video calls, not only for video calls between ordinary users, but also for traditional call center systems to support video function...

AI Technical Summary

Problems solved by technology

[0005] In the patent CN1753511, a wireless service navigation system is mentioned. Although the system includes the function of personal service and wireless access, the system is mainly based on the 2G network, does not provide video capabilities, and does not play the role of 3G. Advantage

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