国家知识产权局网站咨询台优化方案研究

国家知识产权局网站咨询台是为广大专利申请人提供专利相关事务咨询的网上在线服务方式。但是,由于其存在设计模式单一、不能实时在线交互、不能有效验证客户的咨询资格等问题,导致咨询量较少,且一直呈下降趋势。文章提出为网站咨询台设置登录入口,允许客户以专利电子申请注册账号登录,实现客户身份识别;设计实时在线交互咨询模式;增加"选择咨询员"、"远程协助",查看"咨询历史记录"等优化方案,使客户服务中心能够有效实现将电话语音渠道业务分流至文字渠道业务,实现一对多的咨询,从而真正减小人工客服咨询压力。

The website consultation desk of the State intellectual property Office is an online service for the vast number of patent applicants to consult on patent-related matters. However, because of the single design mode, the lack of real-time online in - teraction, and the failure to effectively verify the customer＇s consulting qualifications, it leads to a small amount of consultation, and has a downward trend. This paper proposes to set up a login entry for the website consultation desk, allowing customers to register their accounts with patent electronic applications, so as to realize customer identification; to design real-time online interactive con-sultation mode; to add ＂select consultant＂, ＂remote assistance＂, and view ＂consulting history＂ and other optimization programs, so that the customer service center can effectively realize the voice channel service to text channel business, thus achieving one -to -many consultation so as to truly reduce the pressure of artificial customer service consultation.