CN101212793A - Business processing system and processing method - Google Patents

Abstract

The present invention relates to a business processing system, which includes: a customer service platform, a user terminal, the user terminal includes a self-service client, and the self-service client is used for centralized processing of service information of application clients in the user terminal. The invention also relates to a method for displaying ordered services on a user terminal, a service processing method and a method for updating service information initiated by a customer service platform. The present invention adds a self-service client in the user terminal, which can uniformly manage the user's business subscription relationship data, realize offline or online display, business subscription or business cancellation, and other operations, and can also generate business subscription relationship data on the platform side When updating, an update notification is sent to the user terminal, so that the user can conveniently manage various services in a unified manner, which is convenient for searching and using, and the data on the user terminal can be kept consistent with the data in the server in a timely manner.

Description

Business processing system and processing method

technical field

The invention relates to a mobile communication service management scheme, in particular to a service processing system and a processing method for unified management of mobile services.

Background technique

With the rapid development of mobile communications and the continuous improvement of people's quality of life, Service Providers (SPs) provide people with a variety of value-added services through bearer networks. At present, for the sake of interests, some SPs only emphasize the method of ordering user services when introducing services, while deliberately omitting the method of canceling the order. Therefore, when the user wants to cancel some subscribed services, he often does not know how to operate, so he has to turn to the customer service channel of the mobile operator. This approach not only brings inconvenience to users, but also increases the burden on customer service channels.

On the other hand, if users need to know the content of the services they have ordered, they often need to log in to the website provided by the operator to find out, or to inquire through SMS, MMS, and operator customer service calls. Very complicated and inconvenient. Take the example of a user logging in to Monternet to inquire about their business order status. Users need to perform several steps to view their business order status. This not only takes time, but also requires unnecessary network traffic, which directly affects the user's data. Business experience.

Contents of the invention

The purpose of the present invention is to provide a service management system, which can uniformly manage mobile communication services by a user terminal through a client.

Another object of the present invention is to provide a service management method, which can uniformly order or cancel a user's service by using a user terminal.

Another object of the present invention is to provide a method for displaying subscribed services on a user terminal, which can display the user's service subscription relationship data by the user terminal.

Another object of the present invention is to provide a service information update method initiated by the customer service platform, which can send an update notification to the user terminal when the customer service platform updates the user's service subscription relationship data.

To achieve the above object, the present invention provides a business processing system, which includes:

The customer service platform is used to manage the information service business and the business information of related users;

A user terminal, the user terminal includes a self-service client, and the self-service client is connected to the customer service platform for centralized processing of user business information.

In the above technical solution, the self-service client includes:

A customer service interface module, connected to the customer service platform, for realizing the interaction between the user terminal and the user's business information of the customer service platform;

The business information storage module is connected with the customer service interface module and is used to store the user's business information.

Further, the user terminal further includes one or more application clients, the self-service client further includes an application interface module, and the application interface module is connected to the customer service interface module and one or more application clients , for providing information interaction between the self-service client and the application client.

Further, the self-service client further includes a user interface module connected to the service information storage module for providing information interaction between the user and the self-service client.

Further, the self-service client further includes a service ordering module, which is connected to the application interface module or the user interface module, and is connected to the customer service interface module for processing the received service ordering request, And send a service order request to the customer service platform through the customer service interface module.

Further, the self-service client further includes a service cancellation module, which is connected to the application interface module or the user interface module, and connected to the customer service interface module, for processing the received service cancellation request, And send a service cancellation request to the customer service platform through the customer service interface module.

The user terminal in the above technical solution may be a mobile or fixed information processing device with a communication function, such as a mobile phone, a PDA and a computer.

To achieve the above object, the present invention provides a method for displaying ordered services on a user terminal, which includes the following steps:

Step a10, the user interface module in the self-service client of the user terminal receives the request for checking the service subscription relationship, and submits it to the service information storage module;

Step a20, the business information storage module sends a request to the customer service platform to obtain business subscription relationship data through the customer service interface module according to the request for viewing the business subscription relationship;

Step a30, the customer service platform queries the user's business subscription relationship data, and returns the business subscription relationship data to the business information storage module through the customer service interface module;

Step a40, the user interface module acquires the service subscription relationship data from the service information storage module and displays it.

In the above technical solution, the following steps are also included between the step a10 and the step a20:

Step a11, the business information storage module checks the preset offline viewing setting information, and judges whether the user terminal is in the offline viewing state, if yes, execute step a40, otherwise execute step a20;

The offline view setting information here indicates whether to view the service order relationship data offline, and this setting information can be set in advance by the user.

In order to achieve the above object, the present invention also provides a business processing method, which includes the following steps:

Step b10, when the service ordering module or the service cancellation module receives the service order or service cancellation request, process the service order or service cancellation request, and send the service order or service cancellation request to the customer service platform through the customer service interface module;

Step b20, the customer service platform performs a business order operation or cancel order operation for the user, and returns the modified user order relationship data to the business information storage module through the customer service interface module;

Step b30, the business information storage module updates according to the modified user subscription relationship data.

In the above technical solution, the step b20 further includes the step: the customer service platform returns the modified user subscription relationship data to the application interface module through the customer service interface module.

After step b30, the following steps are further included: the user interface module obtains the service subscription relationship data from the service information storage module and displays it.

Further, before the step b10 specifically includes: the user interface module receives a service subscription or service cancellation request, and the user interface module sends the service subscription request to the service subscription module, or sends the service cancellation request to the service cancellation module.

Further, before the step b10, it specifically includes: the application interface module receives a request from the application client to order or cancel the internal service of the application client, and the application interface module sends the service order request to the service order module, or sends the service The cancellation request is sent to the business cancellation module.

Further, before the user interface module receives a request for service subscription or service cancellation, it includes:

The user interface module receives a request for querying service information;

The customer service interface module forwards the query request to the customer service platform;

The customer service platform queries business information according to the query request, and returns the business information to the business information storage module through the customer service interface module;

The user interface module obtains the service information from the service information storage module and displays it.

Further, before the user interface module receives a service subscription or service cancellation request, it includes:

The customer service platform sends the business information to the business information storage module through the customer service interface module;

The user interface module obtains the service information from the service information storage module and displays it.

Further, after the user interface module acquires and displays the business order relationship data from the business information storage module, the user interface module receives a request for scoring, commenting, recommending or subscribing to the business information, and the customer service interface module sends the Requests for scoring, commenting, recommending or subscribing are sent to the customer service platform, and corresponding scoring, commenting, recommending or subscribing operations are performed on the business information.

In order to achieve the above object, the present invention also provides a method for updating business information initiated by the customer service platform, which includes the following steps:

Step c10, when the service order relationship data stored in the customer service platform is updated, the customer service platform sends a notification of service order relationship data update to the customer service interface module in the self-service client of the user terminal;

Step c20, the customer service interface module sends a request to the customer service platform to update the service subscription relationship automatically or according to the confirmation instruction received by the user interface module;

Step c30, the customer service platform queries the user subscription relationship data of the user, and returns the user subscription relationship data to the business information storage module through the customer service interface module;

Step c40, the business information storage module updates according to the user subscription relationship data.

In the above solution, after the step c40, the following step is further included: the user interface module obtains the service subscription relationship data from the service information storage module and displays it.

Based on the above technical solution, the present invention adds a self-service client in the user terminal, which can manage the user's service order relationship data in a unified manner, realize offline or online display, service order or service cancellation, etc. When the business subscription relationship data is updated on the side, an update notification is sent to the user terminal, so that the user can conveniently manage various services in a unified manner, which is easy to find and use, and the user terminal can be consistent with the data in the server in a timely manner.

The technical solutions of the present invention will be described in further detail below with reference to the accompanying drawings and embodiments.

Description of drawings

Fig. 1 is a schematic structural diagram of the first embodiment of the business processing system of the present invention.

Fig. 2 is a schematic structural diagram of the second embodiment of the service processing system of the present invention.

Fig. 3 is a schematic structural diagram of a third embodiment of the service processing system of the present invention.

Fig. 4 is a schematic structural diagram of a fourth embodiment of the business processing system of the present invention.

Fig. 5 is a schematic structural diagram of a fifth embodiment of the business processing system of the present invention.

Fig. 6 is a schematic flowchart of the first embodiment of the method for displaying subscribed services on the user terminal in the present invention.

Fig. 7 is a schematic flowchart of the second embodiment of the method for displaying subscribed services on the user terminal in the present invention.

Fig. 8 is a schematic flowchart of the first embodiment of the business processing method of the present invention.

FIG. 9 is a schematic flowchart of the second embodiment of the service processing method of the present invention.

Fig. 10 is a schematic flowchart of a third embodiment of the service processing method of the present invention.

FIG. 11 is a schematic flowchart of the method for updating business information initiated by the customer service platform in the present invention.

Detailed ways

The present invention adds a self-service client in the user terminal to manage various services ordered by the user, collects the subscription relationship between the original application client and the application service, and provides a unified order or cancel function, so that the user can Utilize the user terminal to conveniently manage various services of oneself.

As shown in FIG. 1 , it is a schematic structural diagram of the first embodiment of the business processing system of the present invention. The system includes a user terminal 1 and a customer service platform 3 , wherein the user terminal 1 includes a self-service client 2 . The customer service platform 3 refers to a unified management platform provided by operators for users using their services, such as a data service management platform, etc., for managing various information service services provided to users. The user terminal 1 generally refers to a mobile or fixed information processing device with a communication function, such as a mobile phone, a PDA, and the like.

The self-service client 2 mainly includes a customer service interface module 21 and a business information storage module 22, wherein various business information of the user is stored in the business information storage module 22, where the business information includes business order relationship data, business usage, business Information related to business such as expenses involved. The customer service interface module 21 is an interface for communication between the self-service client 2 and the customer service platform 3, which can realize information interaction between the two, and the implementation form of the customer service interface module is also different for different user terminals, such as mobile The terminal adopts the air interface, and the personal computer adopts the Internet interface and so on.

As shown in Figure 2, it is a schematic structural diagram of the second embodiment of the business processing system of the present invention. Compared with the first embodiment, an application interface module 24 is added to the self-service client 2, and this module provides the Information interaction between the application client 4 and the self-service client 2. One or more application clients 4 can be installed in the user terminal, and these application clients are connected with the application interface module 24 , and the application interface module 24 is connected with the customer service interface module 22 .

As shown in Figure 3, it is a schematic structural diagram of the third embodiment of the business processing system of the present invention. Compared with the first embodiment, a user interface module 23 is added in the self-service client 2, and the user interface module 23 is connected with the customer service The interface module 21 is connected to the business information storage module 22, and is used to provide information interaction between the user and the self-service client, such as accepting instructions from the user through the keyboard or mouse, or displaying the interface or data on the display screen for users watch. The user interface module 23 can directly send instructions to the customer service interface module 21. For example, when the customer service platform 3 sends a data update notification, the user can directly confirm through the user interface module 23, and the user interface module 23 sends the confirmation instruction to the customer service interface. module; the user interface module 23 can also directly operate the business information storage module 22, for example, when browsing the user's business subscription relationship data offline, the data can be displayed directly through the user interface module.

As shown in Figure 4, it is a schematic structural diagram of the fourth embodiment of the business processing system of the present invention. Compared with the previous embodiment, a user interface module 23 is added in the self-service client 2, so that the user operates and uses the client Terminal operations coexist in the service processing system of the present invention.

As shown in Figure 5, it is a schematic structural diagram of the fifth embodiment of the business processing system of the present invention. Compared with the previous embodiment, a business order module 25 and a business cancellation module 26 are added in this embodiment, and these two modules can Exist in the self-service client at the same time, and can also exist alone. The service order module 25 and the service cancellation module 26 are respectively connected with the application interface module 24, the user interface module 23 and the customer service interface module 21, and can process the received service order or service cancellation request, and provide customer service through the customer service interface module 21 Platform 3 sends out a request for service order or service cancellation.

Based on the above business processing system, the present invention provides several business processing methods such as displaying business information, unified ordering or canceling business, and updating of business information initiated by the customer service platform, as shown in Figure 6, which is the user in the present invention. A schematic flow chart of the first embodiment of the method for displaying ordered services on the terminal, the method includes the following steps:

Step a10, the user interface module user in the self-service client terminal of the user terminal receives a request to view the service subscription relationship, and submits it to the service information storage module;

Step a20, the business information storage module sends a request to the customer service platform to obtain business subscription relationship data through the customer service interface module according to the request for viewing the business subscription relationship;

Step a30, the customer service platform queries the user's business order relationship data, and returns the query result to the business information storage module through the customer service interface module;

Step a40, the user interface module obtains and displays the service subscription relationship data from the service information storage module.

As shown in Figure 7, it is a schematic flow chart of the second embodiment of the method for displaying the ordered service on the user terminal in the present invention. Compared with the previous embodiment, this embodiment can also increase between steps a10 and a20 Step a11: The business information storage module checks the preset offline viewing setting information to determine whether the user terminal is in the offline viewing state, if yes, execute step a40, otherwise execute step a20. The offline viewing setting information here indicates whether to view the business subscription relationship data offline. The offline viewing can avoid the cost brought by the network data traffic, and the user can actively pre-set whether to view offline.

Several application clients in the user terminal of the present invention can order or cancel services through the self-service client, as shown in FIG. 8 , which is a schematic flow chart of the first embodiment of the service processing method of the present invention. This embodiment Include the following steps:

Step b10, when the business ordering module receives a business ordering request or the business cancellation module receives a service cancellation request, process the business ordering or business cancellation request respectively, and issue a business ordering or canceling order to the customer service platform through the customer service interface module request;

Step b20, the customer service platform performs a business order operation or cancel order operation for the user, and returns the modified user order relationship data to the business information storage module through the customer service interface module;

Step b30, the business information storage module updates according to the modified user subscription relationship data.

After the data is updated in step b30, the modified user order relationship data can be displayed through the user interface module according to the user's instruction.

Step b20 may also include returning the modified user subscription relationship data to the application interface module through the customer service interface module.

Users can inquire about some existing services through the self-service client. After understanding the services, users may choose to order this service or cancel a certain service. As shown in Figure 9, it is a schematic flow chart of the second embodiment of the business processing method of the present invention. Compared with the previous embodiment, steps b01 to b05 are added, as follows:

Step b01, the user interface module receives a request for querying business information;

Step b02, the customer service interface module forwards the query request to the customer service platform;

Step b03, the customer service platform queries the business information according to the query request, and returns the business information to the business information storage module through the customer service interface module;

Step b04, the user interface module acquires the business information from the business information storage module and displays it;

Step b05, the user interface module receives a request for service subscription or service cancellation, and sends the service subscription request to the service subscription module, or sends the service cancellation request to the service cancellation module.

The customer service platform can also push some services to the user terminal. If the user is interested in a certain service, he can order it conveniently. If he is not interested in a certain service, he can also cancel it. As shown in Figure 10, it is a schematic flow chart of the second embodiment of the business processing method of the present invention. Compared with the previous embodiment, step b00 is added before step b04: the customer service platform sends business information through the customer service interface module to the business information storage module.

When various business information is displayed on the user terminal, the user can rate and comment on these businesses according to their needs, or recommend or present these businesses to other friends. The functions of scoring, commenting, recommending and giving can be Integrated in the self-service client, it can also be set up on the customer service platform.

For the application client installed on the user terminal, the corresponding service may not be opened because the user terminal is used for the first time, or the user needs to activate the service to enable the application client. The application interface module first receives The application client sends a request for ordering or canceling the internal business of the application client, and then the application interface module sends the service order request to the service order module, or sends the service cancellation request to the service cancellation module, and the service order module receives the service order request Or when the service cancellation module receives a service cancellation request, it processes the service order or service cancellation request respectively, and sends a service order or cancel order request to the customer service platform through the customer service interface module; the customer service platform executes the service for the user Ordering operation or canceling ordering operation, and returning the modified user subscription relationship data to the business information storage module through the customer service interface module; the business information storage module updates according to the modified user subscription relationship data.

In addition to using the self-service client to order or cancel the business, other ways of ordering or canceling, such as logging in to the website of the customer service platform, will change the user's subscription relationship. At this time, it is often necessary to notify the self-service client in time. The self-service client completes the update. As shown in Figure 11, it is a schematic flow chart of the method for updating business information initiated by the customer service platform in the present invention, including the following steps:

Step c10, when the service order relationship data stored in the customer service platform is updated, the customer service platform sends a notification of service order relationship data update to the customer service interface module in the self-service client of the user terminal;

Step c20, the customer service interface module sends a request to the customer service platform to update the service subscription relationship automatically or according to the confirmation instruction received by the user interface module;

Step c30, the customer service platform queries the user subscription relationship data of the user, and returns the user subscription relationship data to the business information storage module through the customer service interface module;

Step c40, the business information storage module updates according to the user subscription relationship data.

After step c04, the user interface module may also obtain and display the service subscription relationship data from the service information storage module. This update method can ensure that the user subscription relationship data stored in the self-service client is consistent with the data stored in the customer service platform.

Finally, it should be noted that: the above embodiments are only used to illustrate the technical solutions of the present invention and not to limit them; although the present invention has been described in detail with reference to the preferred embodiments, those of ordinary skill in the art should understand that: the present invention can still be Modifications to the specific implementation of the invention or equivalent replacement of some technical features; without departing from the spirit of the technical solution of the present invention, should be included in the scope of the technical solution claimed in the present invention.

Claims (19)

1. A business processing system, comprising: The customer service platform is used to manage the information service business and the business information of related users; A user terminal, the user terminal includes a self-service client, and the self-service client is connected to the customer service platform for centralized processing of user business information. 2. The business processing system according to claim 1, wherein the self-service client comprises: A customer service interface module, connected to the customer service platform, for realizing the interaction between the user terminal and the user's business information of the customer service platform; The business information storage module is connected with the customer service interface module and is used to store the user's business information. 3. The service processing system according to claim 2, wherein one or more application clients are also included in the user terminal, and the self-service client also includes an application interface module, and the application interface module is connected with the customer service The interface module is connected with one or more application clients, and is used for providing information exchange between the self-service clients and the application clients. 4. The business processing system according to claim 2 or 3, wherein the self-service client also includes a user interface module, which is connected with the customer service interface module and the business information storage module for providing user Information interaction with the self-service client. 5. The service processing system according to claim 4, wherein the self-service client further comprises a service ordering module, which is connected to the application interface module or the user interface module, and is connected to the customer service interface module, It is used to process the received service order request, and send the service order request to the customer service platform through the customer service interface module. 6. The service processing system according to claim 4, wherein the self-service client further includes a service cancellation module, which is connected to the application interface module or the user interface module, and is connected to the customer service interface module, It is used to process the received service cancellation request, and send the service cancellation request to the customer service platform through the customer service interface module. 7. The service processing system according to claim 1, wherein the user terminal is a mobile or fixed information processing device with a communication function. 8. A method for displaying ordered services on a user terminal, comprising the following steps: Step a10, the user interface module in the self-service client of the user terminal receives the request for checking the service subscription relationship, and submits it to the service information storage module; Step a20, the business information storage module sends a request to the customer service platform to obtain business subscription relationship data through the customer service interface module according to the request for viewing the business subscription relationship; Step a30, the customer service platform queries the user's business subscription relationship data, and returns the business subscription relationship data to the business information storage module through the customer service interface module; Step a40, the user interface module acquires the service subscription relationship data from the service information storage module and displays it. 9. The method for displaying ordered services on a user terminal according to claim 8, wherein said step a10 and step a20 further include the following steps: Step a11, the service information storage module checks the preset offline viewing setting information, and judges whether the user terminal is in the offline viewing state, if yes, execute step a40; otherwise, execute step a20. 10. A business processing method, comprising the following steps: Step b10, when the service ordering module or the service cancellation module receives the service order or service cancellation request, process the service order or service cancellation request, and send the service order or service cancellation request to the customer service platform through the customer service interface module; Step b20, the customer service platform performs a business order operation or cancel order operation for the user, and returns the modified user order relationship data to the business information storage module through the customer service interface module; Step b30, the business information storage module updates according to the modified user subscription relationship data. 11. The business processing method according to claim 10, wherein the step b20 further comprises the step of: the customer service platform returns the modified user subscription relationship data to the application interface module through the customer service interface module. 12. The business processing method according to claim 10, wherein, after step b30, the following step is further included: the user interface module acquires the business subscription relationship data from the business information storage module and displays it. 13. The service processing method according to claim 10, wherein, before the step b10, it specifically includes: the user interface module receives a service order or service cancellation request, and the user interface module sends the service order request to the service order module , or send the service cancellation request to the service cancellation module. 14. The service processing method according to claim 11, wherein before the step b10, it specifically includes: the application interface module receives a request from the application client to order or cancel the internal service of the application client, and the application interface module sends the service The order request is sent to the service order module, or the service cancellation request is sent to the service cancellation module. 15. The service processing method according to claim 13, wherein, before the user interface module receives a request for service subscription or service cancellation, it includes: The user interface module receives a request for querying business information stored on the customer service platform; The customer service interface module forwards the query request to the customer service platform; The customer service platform queries the business information saved by the customer service platform according to the query request, and returns the business information satisfying the query condition to the business information storage module through the customer service interface module; The user interface module obtains and displays the service information satisfying the query condition from the service information storage module. 16. The service processing method according to claim 13, wherein, before the user interface module receives a request for service subscription or service cancellation, it includes: The customer service platform sends the business information to the business information storage module through the customer service interface module; The user interface module obtains the service information from the service information storage module and displays it. 17. The business processing method according to claim 15 or 16, wherein after the user interface module obtains and displays the business order relationship data from the business information storage module, the user interface module receives the user's rating of the business information , comment, recommendation or subscription request, the customer service interface module sends the request for scoring, commenting, recommendation or subscription to the customer service platform through the customer service interface, and performs corresponding scoring, commenting, recommendation or subscription on the business information operate. 18. A method for updating business information initiated by a customer service platform, comprising the following steps: Step c10, when the service order relationship data stored in the customer service platform is updated, the customer service platform sends a notification of service order relationship data update to the customer service interface module in the self-service client of the user terminal; Step c20, the customer service interface module sends a request to the customer service platform to update the service subscription relationship automatically or according to the confirmation instruction received by the user interface module; Step c30, the customer service platform queries the user subscription relationship data of the user, and returns the user subscription relationship data to the business information storage module through the customer service interface module; Step c40, the business information storage module updates according to the user subscription relationship data. 19. The updating method according to claim 18, wherein, after the step c40, further comprising the following step: the user interface module obtains the service subscription relationship data from the service information storage module and displays it.

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