KR101440527B1 - Right call voice information service system connecting customer and counselor directly without voice information process and right call voice information service process using the same - Google Patents

Abstract

The present invention relates to a right call voice information service system directly connecting a customer and a counselor without a voice information process and a right call voice information service process using the same. More specifically, the present invention provides a right call voice information service system, which includes: a mobile communication device for providing the Internet, voice communication, and screen user interfaces (UI); a web application (WAS) server for registering and managing customer and enterprise information; and an interactive voice response (IVR) system of each enterprise connected with the right call voice information service; and a computer telephony integration (CTI) for performing information processing and communication by connecting with a computer and a telephone of a counselor. According to the present invention, the customer (user) directly selects the enterprise information and a guidance menu item in each step without several complex steps in order to make communication with a desirable counselor and presses a send button, so that the user can directly communicate with the counselor. Accordingly the time and the communication cost of the user can be saved. Further, in terms of the enterprise, the enterprise registers the enterprise information into the WAS server to directly communicate with the customer, and can advertise the enterprise or a product of the enterprise through a mobile communication device screen of the customer.

Description

BACKGROUND OF THE INVENTION 1. Field of the Invention [0001] The present invention relates to a direct call voice guidance service system and a direct call voice announcement service system using a direct call voice announcement service system, the same}

The present invention relates to a direct call voice guidance service system for directly connecting a customer and an agent without a voice guidance procedure, and a direct call voice guidance service method using the same.

The rapid penetration of mobile communication devices such as smart phones and smart pads has made it possible to conveniently handle Internet banking, shopping, and corporate affairs anytime, anywhere. But the company's call center IVR (Interactive Voice Response) Customers using the Automatic Response System are still wasting valuable time and communication costs because of the inconvenience of having to press the number buttons of the mobile communication device multiple times to connect with the agent.

In recent years, there has been introduced a service for allowing a user to recognize a voice of a customer through an ARS service, that is, a so-called ARS service without touching the number buttons of the mobile communication device and connecting the IVR to the IVR. However, There was a difference and there was also the same inconvenience and cost wasted because it was the same in that it was connected to the agent through various stages.

In order to solve the problems of the conventional ARS system, Korean Patent Laid-Open No. 10-2012-0120573 proposes a text menu-based application technology for shortening the connection to the final route of the voice ARS system. In this technology, when there is a list that matches when ARS phone number, service type, company name, etc. are inputted in the user application use part, the corresponding content is displayed, and when the route is selected, the user directly connects to the final step of ARS call, If there is no ARS system, we propose an ARS system that connects to the first step of a normal ARS call. However, the technology described herein is related to a general text menu based application, and is not a technology to be implemented in cooperation with a server or a company's IVR system for managing customer and enterprise information.

On the other hand, Korean Patent Registration No. 10-1023909 proposes an ARS access service apparatus and method capable of quickly receiving a desired service from a corresponding ARS by a one-touch operation using a portable terminal capable of accessing the Internet. In this technology, a network composed of a wired / wireless Internet network and a public switched telephone network (PSTN) and a wireless communication network; ARSs connected to the network, for sending an automatic response message in response to a call, performing ARS service when digit information is input, and transmitting a corresponding message; A middleware tower connected to the network and responsive to a call for sending a page menu list of the ARS to the caller in response to a menu list request message of the ARS transmitted from the caller; Displaying a list of ARSs for selecting one of a plurality of ARSs in response to the operation of an internally stored ARS menu app and displaying a menu list request of the selected ARS to the middleware tower when one of the displayed ARS lists is selected Message, and visually displays a page menu list of the corresponding ARS transmitted from the ARS page menu list, and when the ARS calls the selected ARS when one of the displayed ARS page menu lists is selected, And a portable terminal for receiving the ARS service by transmitting a digit string for receiving the service. However, the technologies described here are not related to technologies implemented in conjunction with external servers and enterprise IVR systems that manage customer and enterprise information.

Korean Patent Laid-Open Publication No. 10-2012-0016718 proposes a technique related to an automatic response system for visually processing data, specifically, an automatic response unit for providing voice information to a user through connection of a mobile communication terminal; A data service unit associated with the answering unit and collecting data requested by a user and transmitting the collected data to the mobile communication terminal; One or more service servers for providing data requested by a user to the data service unit, and a user database for storing user information. In this technology, while the voice information is being received through the automatic response system, the time information selected by the user is transmitted to the user's mobile communication terminal, thereby simultaneously providing the voice information and the time information. It is not related to technologies implemented in conjunction with external servers and enterprise IVR systems.

SUMMARY OF THE INVENTION The present invention has been made in view of the circumstances of the prior art as described above, and it is an object of the present invention to solve the problems of the existing IVR system in which calls can be made only after complicated steps after accessing the IVR for a call with an agent, The present invention provides a right call voice guidance service system capable of directly establishing a voice connection with a corresponding agent only by pressing a call button after selecting an enterprise, a call menu, and inputting information in a communication device.

In addition, the present invention provides a direct call voice guidance service method that increases the convenience of a customer and reduces communication costs by directly connecting a customer and an agent using the call voice guidance service system.

According to an aspect of the present invention,

A mobile communication device including an application for conducting a service subscription and authentication procedure of a customer and inputting and outputting customer selection information;

A WAS (Web Application Server) for storing customer information inputted through a service subscription and authentication procedure in the mobile communication device, and receiving and storing company information and step-by-step guide menu items linked to an IVR (Interactive Voice Response) ;

An IVR (Interactive Voice Response) system of a company that receives customer information received from the WAS and temporarily stores customer information by selecting a company information and a step-by-step guide menu item stored in the WAS and pressing a call button; And

A CTI (Computer Telephony Integration) system that performs information processing and communication by connecting the temporarily stored customer information to a computer and a telephone of an agent,

And,

The WAS makes a call to the IVR in the customer's mobile communication device and determines whether the telephone number received by the IVR is a customer having temporary information stored therein so that the customer is directly connected to the desired agent without a voice guidance procedure And provides a call voice guidance service system.

In order to achieve the above object,

A first step in which a customer inputs selection information to a WAS (Web Application Server) through a service subscription and authentication procedure through an application of the mobile communication device;

A second step of storing enterprise information and step-by-step menu items linked to an enterprise's interactive voice response (IVR) system in the WAS;

When the user selects the company information and the step menu item in the mobile communication device that has completed the registration and authentication and presses the call button, the WAS delivers the customer information to the WAS. The WAS transmits the received customer information to the IVR system again, A third step of preparing a call by temporarily storing the call; And

Upon completion of the call preparation, the IVR calls the IVR at the customer's mobile communication device. The IVR determines whether the received telephone number is a call-waiting customer, and directly connects to the appropriate agent through a computer telephony integration (CTI) And a fourth step of providing a call voice guidance service method.

The features and advantages of the call voice announcement service system and method according to the present invention will be described as follows.

First, the present invention improves the problem of the existing IVR voice guidance system which was able to make a call only after complicated steps after accessing the IVR system to make a call with an agent, so that a company selection, a call menu selection , Inputting the information, and then pressing the call button to enable direct voice connection with the agent.

In order to do this, we have a WAS server that stores customer information and stores company information and step-by-step guide menu items that are linked to the company's IVR system, thereby collecting and managing company information utilizing the IVR system collectively, Can select a company and a call menu to be used through the application of the mobile communication device from the mobile communication device and directly connect with the agent, thereby saving time and cost.

When a mobile communication device is running an application, it can perform an advertisement service function of displaying an advertisement in a banner or moving picture format on a main screen or the like. By performing a favorite function using the UI screen of an application, And manage it.

In addition, if necessary, a direct call with a person in charge of each department other than the agent can be configured to be possible without voice guidance.

1 is a block diagram schematically illustrating a call voice announcement system according to an embodiment of the present invention.
2 is a flowchart illustrating an IVR agent connection procedure using a call service according to an embodiment of the present invention.
3 is a flowchart illustrating an IVR agent connection procedure using a call service according to another embodiment of the present invention.
4 is a flowchart illustrating a subscription and authentication procedure for using a call service according to an embodiment of the present invention.
5 is a diagram illustrating an application using screen of a call service according to an exemplary embodiment of the present invention.
6 is a flowchart illustrating a member connection procedure of a company using a call service according to an embodiment of the present invention.

Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings. It should be understood, however, that the detailed description and specific examples, while indicating preferred embodiments of the invention, are given by way of illustration only, and thus are not limitative of the scope of the invention.

1 is a block diagram schematically illustrating a call voice announcement system according to an embodiment of the present invention.

As shown in FIG. 1, the call voice announcement system according to the present invention includes:

A mobile communication device such as a smart phone including an application for conducting a service subscription and authentication procedure of a customer and inputting / outputting customer selection information;

A WAS (Web Application Server) for storing customer information inputted through a service subscription and authentication procedure in the mobile communication device, and receiving and storing company information and step-by-step guide menu items linked to an IVR (Interactive Voice Response) ;

An IVR (Interactive Voice Response) system of a company that receives customer information received from the WAS and temporarily stores customer information by selecting a company information and a step-by-step guide menu item stored in the WAS and pressing a call button; And

A CTI (Computer Telephony Integration) system that performs information processing and communication by connecting the temporarily stored customer information to a computer and a telephone of an agent,

.

At this time, when the WAS makes a call to the IVR in the customer's mobile communication device, the IVR determines whether the received phone number is a customer having temporary information stored therein, so that the customer is directly connected to the desired agent without voice guidance Function.

In the present invention, another method of determining whether the telephone number received by the IVR is a customer having temporary information stored therein is to select a company and a menu in the customer's mobile communication device and transmit the corresponding customer information to the WAS when a call button is pressed If the customer calls the IVR from the mobile communication device after completing the call preparation step by temporarily storing the call, the IVR may transmit the received customer's telephone number to the WAS to confirm whether or not the call customer is eligible .

In the present invention, the mobile communication device preferably uses a smart device such as a smart phone, a smart pad, a smart TV, a smart clock, or smart glasses, but is not limited thereto.

In the present invention, the customer and company information are stored and managed in a WAS or a DB server, and encrypted and transmitted and received to a mobile communication device and an IVR.

2 is a flowchart illustrating an IVR agent connection procedure using a call service according to an embodiment of the present invention.

As shown in FIG. 2, the direct call announcement service procedure according to an embodiment of the present invention

A first step in which a customer inputs selection information to a WAS (Web Application Server) through a service subscription and authentication procedure through an application of the mobile communication device;

A second step of storing enterprise information and step-by-step menu items linked to an enterprise's interactive voice response (IVR) system in the WAS;

When the user selects the company information and the step menu item in the mobile communication device that has completed the registration and authentication and presses the call button, the WAS delivers the customer information to the WAS. The WAS transmits the received customer information to the IVR system again, A third step of preparing a call by temporarily storing the call; And

Upon completion of the call preparation, the IVR calls the IVR at the customer's mobile communication device. The IVR determines whether the received telephone number is a call-waiting customer, and directly connects to the appropriate agent through a computer telephony integration (CTI) And a fourth step of causing the second step to be performed.

3 is a flowchart illustrating an IVR agent connection procedure using a call service according to another embodiment of the present invention.

As shown in FIG. 3, the direct call announcement service procedure according to another embodiment of the present invention

A first step in which a customer inputs selection information to a WAS (Web Application Server) through a service subscription and authentication procedure through an application of the mobile communication device;

A second step of storing enterprise information and step-by-step menu items linked to an enterprise's interactive voice response (IVR) system in the WAS;

A third step of preparing the call by temporarily storing the customer information by transmitting the selected company information and step menu items to the DB of the WAS when the call button is pressed in the mobile communication device of the customer who has completed the registration and authentication; And

When the IVR calls the IVR at the customer's mobile communication device after completion of the call preparation, the IVR requests the WAS to confirm whether the call is an incoming call through the application. The WAS determines whether the received telephone number is a call waiting customer, And a fourth step in which the customer is directly connected to the desired agent through voice guidance without voice guidance procedure.

The customer authentication method for using the call service in the above embodiments of the present invention is shown in FIG. 4 is a flowchart illustrating a subscription and authentication procedure for using a call service according to an embodiment of the present invention.

As shown in FIG. 4, in the customer authentication method for using the call service of the present invention, when the call application is activated, it is judged whether or not the member is not a member, and a new subscription screen is displayed. The WAS determines whether the received phone number is registered, and transmits the authentication number to the mobile communication device as a text message if the new subscriber is a customer. Then, the WAS inputs the received authentication number, And then the call service is immediately registered through the agreement procedure.

In addition, in the present invention, the IVR system may be located in a company that operates a call center for location and company identification of an IVR system of an enterprise, or may be located outside an enterprise or an Internet Data Center (IDC) center .

5 is a diagram illustrating an application using screen of a call service according to an exemplary embodiment of the present invention.

5, the customer selects a company to receive the IVR service through the call service application of the mobile communication device, transmits the menu item / additional input information of the customer information and the selected company to the WAS server, If the customer clicks the call button and connects to the IVR after storing the received customer information temporarily, the IVR requests the WAS server to confirm whether the received phone number is a temporary stored customer, and the WAS judges the received phone number. Direct call connection.

In addition, in the present invention, the enterprise ID code assigned to each company is registered in the administrator screen of the WAS together with the enterprise information, and the enterprise identification code thus registered is included in the WAS and IVR mutual encrypted specials. Incorporation of enterprise expertise can include an enterprise identification method that enables error handling to prevent hacking and internal security and management.

In the present invention, the mobile communication device may further include an advertisement service function for displaying an advertisement in a banner or moving picture format on a main screen, an enterprise and a menu selection screen or an agent and a call connection idle screen when an application is operated.

In addition, in the present invention, a UI screen is configured in an application of a mobile communication device to manage a company frequently used by a customer (user) to perform a favorite function, thereby registering, deleting, or modifying an enterprise list frequently used by a customer And the like.

In addition, in the present invention, if the customer is a VIP customer, the WAS transmits the service subscription status to the IVR system, and the IVR system determines whether the VIP customer is a VIP customer, It can also include a VIP customer professional service function to connect.

The present invention relates to a direct call voice guidance service that allows a customer to connect to a direct agent without a dictionary voice guidance procedure, but also allows a person in charge of a department other than an agent to make a direct call without a voice guidance procedure of the IVR.

6 is a flowchart illustrating a member connection procedure of a company using a call service according to an embodiment of the present invention.

As shown in FIG. 6, when a customer directly selects an enterprise, a department, and a contact person so that the mobile communication device can directly communicate with the agent in charge of the department rather than the agent in the IVR, And a service function of providing a screen UI of the mobile communication device to connect the mobile communication device, the WAS, and the IVR to the WAS through the management of the company-specific department, the name of the member, and the contact information, .

By doing so, the customer (user) can directly select the company information and the step-by-step menu item and directly connect with the agent by pressing the call button without having to go through various complicated steps to call the desired agent, The time and communication cost of the mobile terminal can be reduced. In addition, it is also possible to have a system that allows direct communication with the agent in charge of the company as well as the agent.

Further, from the viewpoint of the enterprise, it is possible to directly connect with the customer by registering the company information in the WAS server, and there is an effect that the enterprise or the enterprise product can be advertised through the screen of the customer's mobile communication device.

It will be apparent to those skilled in the art that various modifications and variations can be made in the present invention without departing from the spirit or scope of the present invention as defined by the appended claims. You will understand.

Claims (13)

delete delete delete delete A first step in which a customer inputs selection information to a WAS (Web Application Server) through a service subscription and authentication procedure through an application of the mobile communication device;
A second step of storing enterprise information and step-by-step menu items linked to an enterprise's interactive voice response (IVR) system in the WAS;
When the user selects the company information and the step menu item in the mobile communication device that has completed the registration and authentication and presses the call button, the WAS delivers the customer information to the WAS. The WAS transmits the received customer information to the IVR system again, A third step of preparing a call by temporarily storing the call; And
Upon completion of the preparation for the call, the IVR makes a call to the IVR at the customer's mobile communication device. The IVR determines whether the received telephone number is a call waiting customer, and directly connects to the corresponding agent through a computer telephony integration (CTI) And a fourth step of performing a second step,
As a customer authentication method for directly using a call service, when the call application is activated, it is judged whether or not the member is not a member, and a new subscription screen is displayed. After receiving a customer's telephone number, The WAS determines whether the received telephone number is registered, and if the customer is a new subscriber, the WAS transmits the authentication number to the mobile communication device via a text message. Then, the customer inputs the received authentication number and registers it in the call service Wherein the caller is a caller.
A first step in which a customer inputs selection information to a WAS (Web Application Server) through a service subscription and authentication procedure through an application of the mobile communication device;
A second step of storing enterprise information and step-by-step menu items linked to an enterprise's interactive voice response (IVR) system in the WAS;
A third step of preparing the call by selecting the company information and the step menu items in the mobile communication device of the customer who has completed the registration and the authentication and transmitting the selected information to the WAS when the call button is pressed to temporarily store the customer information; And
After the call preparation is completed, the IVR requests the WAS to confirm whether the call is an incoming call through the application. The WAS determines whether the received telephone number is a call waiting customer, and transmits a CTI And a fourth step of allowing the customer to be directly connected to the desired agent through a voice guidance procedure,
As a customer authentication method for directly using a call service, when the call application is activated, it is judged whether or not the member is not a member, and a new subscription screen is displayed. After receiving a customer's telephone number, The WAS determines whether the received telephone number is registered, and if the customer is a new subscriber, the WAS transmits the authentication number to the mobile communication device via a text message. Then, the customer inputs the received authentication number and registers it in the call service Wherein the caller is a caller.
delete The IVR system according to any one of claims 5 and 6, wherein the IVR system is located in an IDC (Internet Data Center) center or inside or outside a corresponding company operating a call center for IVR system location and company identification of a company. Service method.
The method according to claim 5 or 6, wherein an enterprise identification code unique to each company is provided on the administrator screen of the WAS and is registered together with the enterprise information, and the enterprise identification code thus registered is included in the WAS and IVR- And an enterprise identification method for performing anti-hacking, internal security, and management by error processing when a specialist of another company enters the system.
The mobile communication device of claim 5 or 6, wherein the mobile communication device includes an advertisement service function for displaying an advertisement in a banner or moving picture format on a main screen, an enterprise and a menu selection screen, A method of calling a voice prompt service.
The method according to claim 5 or 6, wherein, in order to manage a company frequently used by a customer, a UI screen is configured in an application of a mobile communication device to perform a favorite function, thereby registering, deleting, And a service function.
In the case of a VIP customer, in case of a VIP customer, the WAS transmits the service subscription status to the IVR system for a real-time agent connection without waiting time, the IVR system determines whether the VIP customer is a VIP customer, VIP customer professional service function. ≪ RTI ID = 0.0 > 8. < / RTI >
The mobile communication device according to claim 5 or 6, wherein the customer directly selects an enterprise, a department, and a contact person so that the mobile communication device can directly communicate with the agent in charge of the department without an IVR voice guidance procedure, And a service function of providing a screen UI of the mobile communication device so that the mobile communication device, the WAS and the IVR are interlocked with each other through the management of the company-specific department, the name of the member and the contact information, Wherein the caller is a caller.

Images