KR102025862B1 - System and method for responding to no-show customer - Google Patents

Abstract

The present invention relates to a no-show customer response system and method.
Noshow customer response method according to the present invention, when a call to the merchant phone, detecting the caller information by the call detection / relay device for transmitting to the merchant terminal; Receiving a detection signal from the call detection / relay device by the merchant terminal, extracts the caller information and transmits to the reservation management server along with the merchant ID to request an abnormal reservation history inquiry; Transmitting, by the reservation management server, the abnormal reservation history inquiry result to the affiliated store terminal according to the abnormal reservation history inquiry request from the affiliated store terminal; Receiving, by the affiliated terminal, the abnormal reservation history inquiry result from the reservation management server and displaying the result on a screen and / or by voice; Registering the reservation by the merchant terminal by inputting reservation information through real-time notification of reservation information from the reservation management server or through the reservation registration screen of the merchant application; Inquiring, modifying and canceling reservation details through real-time notification of reservation information by the merchant terminal or a reservation inquiry screen of a merchant application; And changing, by the merchant terminal, the reservation status through a reservation status change option provided by the affiliate application.

Description

System and method for responding to no-show customer}

The present invention relates to a no-show customer response system and method, and more particularly, a plurality of merchants share information of a no-show customer, and automatically detect a customer's telephone number at the time of reservation of the no-show history. The present invention relates to a no-show customer response system and method that can minimize the damages of the company according to the customer's no-show by enabling the owner to cope in advance by confirming in advance that the customer has a customer.

No-show means a situation where a customer makes a reservation and does not appear at the place of reservation without appropriate action, such as cancellation of the reservation in advance. Most booking services are prone to no-shows at any time.

Some franchisees offer reservation service only to prepay a certain amount of deposit as a means of suppressing no show.However, considering the opportunity cost of the prepaid deposit, all no shows are not able to reduce the monetary loss or sales of the merchant. It can be caused.

In Korea, which is not familiar with the reservation culture, it is not easy to operate a company such as restaurants, hospitals, beauty salons, hotels, pensions, and airlines by reservation. For example, due to a no show where a customer does not appear at a business (e.g. restaurant) at the time of reservation without prior notice of cancellation, the ratio of no show is about 40 to 50% on the day of high reservation. There are a lot of difficulties in operating a business.

In order to prevent such a show, companies may receive a certain amount of deposit in advance at the time of booking, or use a method of imposing a penalty in case of a show. However, reservation management and reservation management are not easy when the reservation system is operated together with the reservation fee. In addition, since most reservations are managed by hand, the process of imposing a penalty or returning a reservation upon cancellation is not easy for the owner of the business.

On the other hand, Korean Unexamined Patent Publication No. 10-2014-0013859 (Patent Document 1) discloses a "Nosho customer management method and system." The no show customer management method according to the above, the step of receiving the customer's reservation information including the reservation merchant information, reservation time information, reservation personnel information and customer information from the merchant device or the terminal of the customer; Calculating a no-show rate of the customer using reservation information; And providing a notification message to the terminal of the customer in response to the calculated no-show rate. The calculating of the no-show rate of the customer includes: a response of the customer to the message sent to the customer for the reservation confirmation request. Using the at least one of the merchant's share of the customer's reservation date and time determined based on the scored information, the scored information of the previous reservation fulfillment rate of the customer, the utilization rate information by day and time of the merchant. It is characterized by calculating the no show rate.

In the case of Patent Document 1 as described above, a no show rate is calculated for a customer using various information including information registered from a merchant providing a reservation service to a customer and reservation information registered from the customer, and based on this, By predicting the inevitable occurrence of the show, the merchant can take appropriate measures for the occurrence of the show, thereby minimizing the risk of the merchant caused by the show, and ensuring that the other customers do not miss the opportunity to use the merchant by the show of the reservation customer. Although there may be an advantage in managing, in the system structure, the customer management server 100 receives the merchant information from the merchant device 160 and the customer information from the customer terminal 170 through the network, respectively, based on the no-show customer. Management to the merchant device 160 or the customer terminal 170. If the site does not provide information unless the information provided seamlessly transfer due to any fault on the network and are subject to the management nosyo customer challenges.

Korean Unexamined Patent Publication No. 10-2014-0013859 (published Feb. 5, 2014)

The present invention has been created in consideration of the above-mentioned matters, and a plurality of merchants share information of no-show customers, and automatically detect the customer's telephone number at the merchant terminal at the time of the customer's reservation and have a no-show history. The purpose of the present invention is to provide a no-show customer response system and method that can minimize the damages of the company due to the customer's no-show by informing the owner in advance and automatically notifying the recognition.

In order to achieve the above object, the no-show customer response system according to the present invention,

An affiliated phone installed in the affiliated store and engaged in a reservation of a customer;

An affiliated store terminal installed at an affiliated store, connected to the affiliated store phone through a wired / wireless network, and engaged in payment of a price according to a customer's reservation, sale of goods, or service provision;

A customer terminal connected to the affiliated store phone and the affiliated store terminal through a wired / wireless network and used by a customer for reservation;

An automatic reservation AI (Artificial Intelligence) server installed in a service provider and connected to the merchant terminal through a wired / wireless network and automatically processing a reservation when a customer requests a reservation through a telephone call;

A call detection / relay device that is electrically connected to the affiliated store phone and detects caller information on a call received at the affiliated store or connects a call to the automatic reservation AI server through a wired / wireless network;

A reservation management server installed in a service provider, electrically connected to the automatic reservation AI server, connected to the affiliated store terminal through a wired / wireless network, and managing reservation information for each affiliated store; And

It is electrically connected to the reservation management server, and includes a database for storing information required for reservation management services,

The customer terminal automatically detects the customer's phone number through the call detection / relay device at the time of reservation of the customer, and checks in advance whether the customer has a abnormal reservation history, and automatically if the customer has an abnormal reservation history. It is characterized in that it is displayed on the screen of the merchant terminal and / or notified by voice.

Here, preferably, the call detection / relay device may be further electrically connected, and may be installed at each table of the affiliate store to further indicate whether or not to use the table.

In addition, the reservation management server is electrically connected to, and may further include a payment server for processing the payment of the reservation deposit according to the customer's reservation.

In addition, the call detection / relay device may have a function of periodically detecting information of the affiliated terminal through a wired / wireless network to obtain information of a table and a specific room in the affiliated store that can be reserved for each date.

The call detection / relay device may further include table and room information stored in a memory device in the affiliated store terminal using information obtained from the affiliated store terminal and / or information detected by the affiliated store beacon installed in each table of the affiliated store. It may have a function for updating.

In addition, the merchant phone may include a general landline phone, Internet phone, mobile phone and the like.

In addition, the affiliated store terminal may be equipped with a merchant application for managing the customer's reservation (application), the merchant application may be linked with the existing application for managing the customer's reservation.

In addition, the affiliated store terminal may include a point of sales (POS), a terminal serving as a POS, a desktop PC, a notebook PC, a tablet PC, a merchant store owner, or a mobile phone used by a store clerk.

In addition, the customer terminal may be equipped with a customer application for helping customers to make a reservation.

In addition, the customer terminal may include a general landline telephone, an Internet telephone, a mobile telephone, a desktop PC, a notebook PC, a tablet PC, and the like.

The reservation information managed by the reservation management server may include a reservation date and time, a reservation telephone number, a reservation name, a number of reservations, and a reservation status.

In this case, the reservation state indicates a "reservation" indicating the state in which the reservation is registered, "incomplete_cancellation" indicating the state in which the reservation is canceled within 1 hour of the reservation time, and a state in which there is no contact even after 1 hour of the reservation time. It may include "incomplete_no-show", "complete_perception" indicating a state of arrival within 1 hour of the reservation time, and "complete_normal" indicating state of arrival at the time of reservation.

In addition, the reservation management server may be provided with a function of sharing the abnormal reservation history in connection with an external reservation system.

In addition, in order to achieve the above object, the no-show customer correspondence method according to the present invention, a no-show customer response, including a merchant phone, a merchant terminal, a customer terminal, an automatic reservation AI server, a call detection / relay device, a reservation management server, a database As a no show customer correspondence method by system,

a) detecting a caller information by the call detection / relay device and transmitting the call to the affiliated store terminal when a call comes to the affiliated store phone;

b) receiving a detection signal from the call detection / relay device by the affiliated store terminal, extracting caller information, and transmitting the extracted caller information to the reservation management server together with the affiliated store ID to request an abnormal reservation history inquiry;

c) transmitting, by the reservation management server, an abnormal reservation history inquiry result to the affiliated store terminal according to the abnormal reservation history inquiry request from the affiliated store terminal;

d) receiving, by the affiliated store terminal, an abnormal reservation history inquiry result from the reservation management server, and displaying the result on a screen and / or by voice;

e) registering a reservation by the merchant terminal by inputting reservation information through real-time notification of subscriber information from the reservation management server or through a reservation registration screen of a merchant application program;

f) inquiring, modifying and canceling reservation details by the merchant terminal through real-time notification of the subscriber information or through a reservation inquiry screen of a merchant application program; And

g) the step of changing the reservation status by means of the reservation status change option provided by the merchant application program by the merchant terminal.

Here, the method may further include registering the affiliated user registration, the call detection / relay device registration, and the representative user information and the login information of the affiliated application program before step a).

At this time, the step of registering the merchant registration, call detection / relay device registration and the representative user information and login information of the merchant application,

a-1) transmitting affiliated store information to the reservation management server through an affiliated store application by the affiliated store terminal to subscribe to a service of an affiliated store;

a-2) registering an affiliated store and issuing an affiliated store ID after checking the affiliated store information by the reservation management server;

a-3) requesting registration by transmitting, by the affiliated terminal, device information and affiliated store information of the call detection / relay device to the reservation management server;

a-4) registering the call detection / relay device by checking the device information and the affiliated store information of the call detection / relay device by the reservation management server;

a-5) requesting registration by transmitting, to the reservation management server, the user ID and login information of the affiliated application through the affiliated store ID and the affiliated application through the affiliated store terminal; And

a-6) after checking the representative user information and the login information by the reservation management server, registering the user information and the login information of the representative user.

Here, in the step a-1), the affiliated store information may include a trade name, a business registration number, a representative, a business type, an address, a phone number, a representative user, and the like of the affiliated store.

In addition, when a call to the affiliated phone is detected by the call detection / relay device in step a), the reservation management server may query a list of users registered at the affiliated store to provide real-time notification to users of the affiliated store. You can send it to the program.

In this case, the reservation management server may also check whether the corresponding customer has already registered a reservation through caller information, and may include this information in a real-time notification.

At this time, the reservation management server may also query the abnormal reservation history of the customer through the caller information and may include this information in the real-time notification.

In addition, the merchant application may select the screen displayed according to whether or not the customer has a reservation.

In addition, the merchant application may notify the user by displaying the total number of abnormal bookings of customers with abnormal booking history in the notification.

In addition, the merchant application in step g) may show all the reservation details of the date set by the user.

At this time, the reservation details may include a reservation time, the name of the reservation, the number of reservations.

At this time, the merchant application also provides an option to change the reservation status without changing the screen, through this option, the user can change the status of the reservation to "perception", "no show", "complete".

According to the present invention, a plurality of merchants share the information of the no-show customer, and automatically detects the customer's phone number in the merchant terminal at the time of the customer's reservation by confirming in advance whether the customer has a no-show history in advance Thus, it is possible to minimize the damage to the company (merchant) by the customer's no show by allowing the owner (store owner) to cope in advance.

In addition, when a customer with a no-show history requests a reservation, the merchant or clerk of the merchant asks the no-show history customer for a certain amount of the reservation default deposit, or politely refuses or informs them that there is a table available but no table is available. The advantage of being able to respond in a variety of ways, such as driving reservations to less time or less busy times, not accepting actual orders only for customers with no-show history, or requesting detailed information about the booker (such as company and department information). have.

1 is a view schematically showing the configuration of a no-show customer response system according to an embodiment of the present invention.
2 is a flowchart illustrating an execution process of a no show customer response method according to an exemplary embodiment of the present invention.
3 is a flowchart illustrating a process of registering representative user information and login information of a merchant registration, a call detection / relay device registration, and a merchant application program.
4 is a diagram schematically illustrating a registration process of a call detection / relay device during the registration process on the flowchart of FIG. 3.
5 and 6 are diagrams for explaining the process from the telephone reception to the reservation registration in the no-show customer correspondence method according to the present invention.
7 and 8 are diagrams for explaining a reservation state change process in the no-show customer response method according to the present invention.

The terms or words used in this specification and claims are not to be construed as being limited to the common or dictionary meanings, and the inventors may properly define the concept of terms in order to best explain their invention in the best way. Based on the principle, it should be interpreted as meaning and concept corresponding to the technical idea of the present invention.

Throughout the specification, when a part is said to "include" a certain component, it means that it may further include other components, except to exclude other components unless specifically stated otherwise. In addition, the terms “… unit”, “… unit”, “module”, “device”, and the like described in the specification mean a unit that processes at least one function or operation, which is hardware or software or a combination of hardware and software. It can be implemented as.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings.

"Merchant" referred to in this embodiment refers to a store subscribed to the reservation management service.

1 is a view schematically showing the configuration of a no-show customer response system according to an embodiment of the present invention.

Referring to FIG. 1, the no-show customer response system 100 according to the present invention includes an affiliated store phone 110, an affiliated store terminal 120, a customer terminal 130, an automatic reservation AI (Artificial Intelligence) server 140, and call detection. / Relay device 150, reservation management server 160, database 170 is configured.

Merchant phone 110 is installed in a general merchant (for example, restaurants, hospitals, beauty salons, hotels, etc.), and is involved in the reservation of the customer. The merchant phone 110 may include a general landline phone, an Internet phone, a mobile phone (smart phone) and the like.

The affiliated store terminal 120 is installed at the affiliated store, is connected to the affiliated store phone 110 through a wired / wireless network, and participates in payment of the amount according to the customer's reservation and sale of goods or service provision. Such a merchant terminal 120 may be equipped with a merchant application for managing the customer's reservation (application), the merchant application is an existing application for managing the customer's reservation (for example, in the merchant It can be linked to any application that has already been used for the customer's management.

In addition, the merchant terminal 120 as described above may be a point of sales (POS), a terminal serving as a POS, a desktop PC, a notebook PC, a tablet PC, a merchant phone or a mobile phone (smartphone) used by a store clerk. It may include.

The customer terminal 130 is connected to the merchant phone 110 and the merchant terminal 120 through a wired / wireless network, and is a terminal used by a customer for reservation. The customer terminal 130 as described above may be equipped with a customer application for helping customers to make a reservation. In addition, the customer terminal 130 may include a general landline phone, Internet phone, mobile phone (smartphone), desktop PC, notebook PC, tablet PC and the like.

Automatic reservation AI server 140 is installed in the service provider (company providing the reservation management service provided by the present invention), is connected to the merchant terminal 120 via a wired / wireless network, the customer makes a phone call When you make a reservation request, it automatically handles the reservation. The automatic reservation AI server 140 receives information (table and room information) from the call detection / relay device 150 to be described later, and knows which table is available at which date and at what time. The built-in answering machine operates to respond with voices, similar to the form of actual human conversation. This mechanism is fundamentally different from the conventional ARS (Automatic Response Service).
Here, the answering machine built in the auto-reservation AI server 140 as described above is a kind of AI hub hardware that processes the subscriber's information (voice itself and voice tone, answers to questions asked by the AI hardware, etc.). Has the function to
In addition, the automatic reservation AI server 140 has a function of recognizing the possibility of a no show occurrence of the reservation in advance through analysis of a voice profile and a reservation pattern for the reservation subscriber. That is, the subject of the subscriber's voice profile has a function of judging whether or not there is a real subscriber or a no show by adding a question appropriate to the profile based on gender and age group. In addition, by analyzing the voice over the subscriber's phone to extract the gender, age, base area, and the like to generate the data for the analysis of the information, the learning data and recognition module generated therefrom periodically in the AI hub hardware In addition to the installed learning data and recognition module, the AI hub hardware basically corrects the probability of the data accuracy by partially updating the existing learning data through a module that first corrects the data based on the actual user data obtained during the service. To increasing modules. In addition, the automatic reservation AI server 140 is a basic operation algorithm that can avoid the time zone when the reservation is crowded or the time when the high show occurrence is high in the case of a booker with a high probability of occurrence of the no show in advance through the corresponding module (hardware and server) It has a reminder function to manage no-show occurrences in advance, or to send reminder messages if there is a high probability, but if there is a probability, or whether the AI hub will automatically call the subscriber directly and keep the reservation.
Here, also the first basic model for the voice profile is a simple algorithm for determining the gender and age of the voice. Responds simply to "male" and "50s" regardless of acoustic characteristics.

The call detection / relay device 150 is electrically connected to the affiliated phone 110 and detects caller information on a call received at the affiliated store or connects a call to the automatic reservation AI server 140 through a wired / wireless network. give. Here, the call detection / relay device 150 may periodically detect the information of the affiliated store terminal 120 through a wired / wireless network to reserve a table and a specific room in the affiliated store (eg, a restaurant) that can be booked by date. It may have a function to obtain information of.

In addition, the call detection / relay device 150 uses the information acquired from the affiliated store terminal 120 and / or the information detected by the affiliated store beacon 180 described later installed in each table of the affiliated store terminal ( And table and room information stored in the memory device 120.

In addition, as the call detection / relay device 150 as described above, an Internet of Things (IoT) device or a dongle may be used.

The reservation management server 160 is installed in a service provider, is electrically connected to the automatic reservation AI server 140, is connected to the affiliated store terminal 120 through a wired / wireless network, and manages reservation information for each affiliated store. . Here, the reservation information managed by the reservation management server 160 may include a reservation date and time, a reservation telephone number, a reservation name, the number of reservations, and a reservation status.

In this case, the reservation state indicates a "reservation" indicating the state in which the reservation is registered, "incomplete_cancellation" indicating the state in which the reservation is canceled within 1 hour of the reservation time, and a state in which there is no contact even after 1 hour of the reservation time. It may include "incomplete_no-show", "complete_perception" indicating a state of arrival within 1 hour of the reservation time, and "complete_normal" indicating state of arrival at the time of reservation.

In addition, the reservation management server 160 preferably records an abnormal reservation (which may include incomplete_cancellation, incomplete_noshow, incomplete_perception, etc.) in connection with an external reservation system 195. It can have a function to share. Here, the external reservation system 195 may be another external reservation system operated by Naver or Daum. In addition, the external reservation system 195 may include an external reservation system as well as domestic.

The database 170 is electrically connected to the reservation management server 160 and stores information necessary for a reservation management service (eg, reservation date, reservation telephone number, reservation name, number of reservations, reservation status, etc.).

The no-show customer response system 100 according to the present invention having the above configuration automatically detects the telephone number of the customer at the affiliated store terminal 120 through the call detection / relay device 150 at the time of reservation of the customer, Check if the customer has a history of abnormal reservation (eg, cancellation of reservation, no show, late arrival, etc.) in advance, and if the customer has a history of abnormal reservation, it is automatically displayed on the screen of the merchant terminal 120 and / or voice. To tell. Therefore, the owner or the clerk of the affiliated store can take appropriate measures for the customer, thereby minimizing the damage to the company (merchant) according to the customer's no show.

In addition, the no-show customer response system 100 according to the present invention having the configuration as described above, is preferably electrically connected to the call detection / relay device 150, is installed in each table of the affiliated stores whether or not to use the table Merchant beacon 180 may further include a notification. In addition, the reservation management server 160 is electrically connected to, and may further include a payment server 190 for processing the payment of the reservation deposit according to the customer's reservation.

Next, a description will be given of a no-show customer response method based on the no-show customer response system according to the present invention having the above configuration.

2 is a flowchart illustrating an execution process of a no show customer response method according to an exemplary embodiment of the present invention.

Referring to FIG. 2, the no-show customer response method according to the present invention includes the affiliated store phone 110, the affiliated store terminal 120, the customer terminal 130, the automatic reservation AI server 140, and the call detection / relay device as described above. As a no-show customer correspondence method by the no-show customer correspondence system 100 including the 150, the reservation management server 160, the database 170, and the like, when a call is first made to the affiliated phone 110, the call detection / The relay device 150 detects the caller information and transmits it to the affiliated store terminal 120 (step S201). In this case, when a call to the affiliated store phone 110 is detected by the call detection / relay device 150, the reservation management server 160 may register users (eg, affiliated stores) of the corresponding affiliated store. Shopkeepers, clerks, etc.) can be inquired to send real-time notifications to the user's merchant application. In this case, a method such as push notification may be used for real time notification.

In this case, the reservation management server 160 may also check whether the corresponding customer has already registered a reservation through caller information, and may include this information in a real-time notification. At this time, the reservation management server 160 may also query the history of abnormal reservation (no show, cancellation, late, etc.) of the customer through the caller information and may include this information in the real-time notification.

In addition, the affiliated application program may select a screen (for example, a reservation registration screen or a reservation inquiry screen) displayed according to whether or not a customer has a reservation. In addition, the merchant application may notify the user by displaying the total number of abnormal bookings of customers with abnormal booking history in the notification.

On the other hand, when the detection signal by the call detection / relay device 150 is transmitted to the merchant terminal 120 as described above, the merchant terminal 120 receives the detection signal from the call detection / relay device 150 and the caller information For example, the phone number is extracted and transmitted to the reservation management server 160 together with the affiliate store ID to request an abnormal reservation history inquiry (step S202).

Then, the reservation management server 160 retrieves the information stored in the database 170 in response to the abnormal reservation history inquiry request from the affiliated store terminal 120 to query the abnormal reservation history of the caller. Thereafter, the abnormal reservation history inquiry result is transmitted to the affiliated store terminal 120 (step S203).

Accordingly, the affiliated store terminal 120 receives the abnormal reservation history inquiry result from the reservation management server 160 and displays it on the screen. At this time, it may be displayed on the screen and informed by voice (step S204).

Thereafter, the affiliated store terminal 120 reserves the reservation information (for example, the reservation date and time, the reservation telephone number, through the real-time notification of the reservation information from the reservation management server 160, or through the reservation registration screen of the application for the affiliated store). The reservation is registered by inputting the name of the reservation person, the number of reservation persons, and the like (step S205). Here, a description will be added with respect to such reservation registration.

Through the real-time notification of the reservation information of the subscriber or the merchant user (store manager or clerk) manually enter the reservation registration screen of the merchant application. Thereafter, the merchant user inputs reservation information (reservation name, reservation date and time, reservation number, etc.) on the reservation registration screen. The call date and time are automatically recorded. In addition, the phone number is automatically recorded when entering through the real-time notification of the reservation information. If the merchant user manually enters, the merchant user may directly enter the reservation telephone number.

The merchant application of the merchant terminal 120 transmits the input reservation information together with the merchant information to the reservation management server 160, the reservation management server 160 writes the reservation information in the database 170 and the result is the merchant Deliver to the merchant application for the terminal 120.

In addition, the affiliated store terminal 120 inquires, modifies, and cancels the reservation details through the real-time notification of the subscriber information or through the reservation inquiry screen of the affiliated application (step S206). Here, a description will be added regarding the inquiry, modification and cancellation of such reservation details.

First, referring to the reservation history inquiry, the merchant user enters the reservation inquiry screen of the merchant application program through real-time notification of the subscriber information or manually. In case of entering through the real-time notification of the reservation information, the merchant application requests a reservation inquiry to the reservation management server 160 at the detected phone number of the reservation. At this time, if there is no reservation by the corresponding phone number, the merchant user may manually request a reservation inquiry by inputting a reservation name. If the merchant user manually enters, the user may manually enter a reservation name and request a reservation inquiry. Then, the reservation management server 160 transmits the reservation information (reservation date and time, reservation number, etc.) of the inquired reservation to the affiliate application for the affiliated store terminal 120.

Next, the modification and cancellation of the reservation details will be described. On the reservation inquiry screen, the merchant user may modify reservation information (reservation date and time, reservation number, etc.). On the reservation inquiry screen, the merchant user may cancel the reservation itself. If the reservation information is modified, the merchant application program of the merchant terminal 120 transmits the newly input reservation information together with the affiliate store ID and the reservation ID to the reservation management server 160. At this time, the reservation management server 160 modifies the reservation information in the database 170 and transmits the result to the affiliate application for the affiliated store terminal 120. If the reservation is canceled, the merchant application for the merchant terminal 120 transmits a cancellation request to the reservation management server 160 together with the merchant ID and the reservation ID. Then, the reservation management server 160 modifies the reservation status to cancel in the database 170 and transmits the result to the merchant application program of the merchant terminal 120.

In addition, the merchant terminal 120 changes the reservation state through an option for changing the reservation state provided by the merchant application program (step S207). Here, the affiliated application program may show all the reservation details of the date set by the user. At this time, the reservation details may include a reservation time, the name of the reservation, the number of reservations. At this time, the merchant application also provides an option to change the reservation status without changing the screen, through this option, the user can change the status of the reservation to "perception", "no show", "complete". The merchant user can also change the status of the reservation to "perception", "no show", "complete" in the reservation inquiry screen.

The merchant application of the merchant terminal 120 transmits the changed reservation status along with the merchant ID and the reservation ID to the reservation management server 160, and the reservation management server 160 displays the reservation status of the reservation in the database 170. Change to the given value.

On the other hand, the no-show customer response method according to the present invention is a step prior to step S201 in FIG. 2 described above, the step of registering the merchant registration, call detection / relay device registration and the representative user information and login information of the application for the merchant application It may further include.

Here, the process of registering the affiliated user registration, call detection / relay device registration and the representative user information and login information of the merchant application program will be described.

3 is a flowchart illustrating a process of registering representative user information and login information of a merchant registration, a call detection / relay device registration, and a merchant application program.

Referring to FIG. 3, first, the merchant information is transmitted to the reservation management server 160 through the merchant application program mounted on the merchant terminal 120 by the merchant terminal 120 in order to join the service of the merchant (step S301). ). Here, the affiliated store information may include a trade name, a business registration number, a representative, a business type, an address, a phone number, a representative user, and the like of the affiliated store.

When the merchant information is transmitted to the reservation management server 160 by the merchant terminal 120 in this way, the reservation management server 160 checks the merchant information and, if there is no special disqualification reason, registers the merchant and issues the merchant ID (step). S302).

In addition, the affiliated store terminal 120 transmits device information and affiliated store information of the call detection / relay device 150 to the reservation management server 160 to request registration (step S303).

Then, the reservation management server 160 checks the device information and the merchant information of the call detection / relay device 150 and registers the call detection / relay device 150 (step S304).

In addition, the affiliated store terminal 120 requests registration by transmitting representative user information and login information of the affiliated store application through the affiliated store ID and the affiliated store application to the reservation management server 160 (step S305).

Then, the reservation management server 160 checks the representative user information and the login information, and then registers the user information and the login information of the representative user (step S306).

4 is a diagram schematically illustrating a registration process of a call detection / relay device during the registration process on the flowchart of FIG. 3.

Referring to FIG. 4, when the call detection / relay device 150 is installed, for example, a VAN branch employee or an affiliated store owner or a clerk accesses the service provider home page through a wireless or wired connection to “call detection / Application program for relay device registration ". After connecting to the network, enter the AP address, store ID, and store phone number.

Then, the "call detection / relay device registration application" transmits the input AP address, store (merchant) ID, store phone number to the reservation management server 160 to request the electronic signature. Accordingly, the reservation management server 160 transmits the electronic signature value to the "call detection / relay device registration application", "call detection / relay device registration application" is the AP address, store (merchant) ID, The electronic signature value along with the store telephone number is transmitted to the call detection / relay device 150. Then, the call detection / relay device 150 transmits a store ID, a store phone number, and device (device) information to the reservation management server 160 to request registration. Then, the reservation management server 160 registers the call detection / relay device 150 and transmits the registration result (device ID, digital signature value) to the call detection / relay device 150.

In the above series of processes, the call detection / relay device 150 may authenticate the "application for registering call detection / relay device" with a certificate held. In addition, the affiliated store representative user may set the network connection of the call detection / relay device 150 through the "call detection / relay device registration application program." In addition, the affiliated store representative user may set the affiliated store information including the affiliated store ID through the "call detection / relay device registration application program".

Meanwhile, FIGS. 5 and 6 are diagrams schematically illustrating a process from receiving a call to registering a reservation in a no-show customer correspondence method according to the present invention, and FIGS. 7 and 8 are diagrams illustrating a process of changing a reservation state. Drawing. A brief description will be made with respect to these drawings.

First, referring to FIGS. 5 and 6, when a call is received from the customer terminal 130 to the affiliated phone 110 connected to the call detection / relay device 150, the call detection / relay device 150 may caller information ( Phone number, etc.) is extracted and sent to the reservation management server 160 along with the merchant ID. At this time, when a call is made to the affiliated phone 110 associated with the carrier call API, the merchant terminal 120 may receive a notification through the call API as a merchant application, and the merchant application may caller information (phone number). Etc.) may be extracted and transmitted along with the affiliated store ID to the reservation management server 160.

On the other hand, the merchant user can query the history of the abnormal reservation (reservation cancellation, no show, late) of the customer on the reservation registration screen or the reservation inquiry screen. In this case, the abnormal reservation history may include not only the affiliated store but also the abnormal reservation history at another affiliated store. At this time, the user (merchant store owner or clerk) may set the inquiry period (eg, the last four weeks) of the abnormal reservation history. In addition, the user may specify the type of business of other merchants to be queried. The merchant application of the affiliated store terminal 120 transmits the reservation name or phone number of the customer to be queried to the reservation management server 160, and the reservation management server 160 inquires the abnormal reservation history of the customer according to the specified condition. By sending to the merchant application for the merchant terminal 120.

In addition, the reservation management server 160 may automatically send a reminder notification to the customer before the stored reservation starts. In this case, the time at which the reminder is sent may be set by the user to a fixed value (for example, 30 minutes before the reservation time). In addition, the time point at which the reminder is sent may be flexibly determined based on the location and traffic conditions of the customer detected by the customer application program mounted on the customer terminal 130. For example, a reminder will be sent 40 minutes before the car is expected to take 30 minutes. At this time, the reminder may be delivered through a customer application. In addition, the reminder can be delivered by automatic telephone, text, messaging app (KakaoTalk, etc.), email. In this case, the reminder content may include a link that can be cancelled. In addition, the reminder content may include a link indicating the affiliate store location.

Next, referring to FIGS. 7 and 8, the merchant application program of the affiliated store terminal 120 may show all reservation details of a date set by the user. At this time, the merchant application can show the reservation essential information, such as the reservation time, the name of the reservation, the number of people reserved. In addition, the merchant application may provide an option to change the reservation status without changing the screen, which allows the user (the merchant or clerk) to change the status of the reservation to "perceived", "no show", " Change to "Done". In addition, the merchant user may change the status of the reservation in the reservation inquiry screen to "perception", "no show", "complete". The merchant application of the merchant terminal 120 transmits the changed reservation status together with the merchant ID and the reservation ID to the reservation management server 160, and the reservation management server 160 displays the reservation status of the corresponding reservation in the database 170. Change to the given value.

As described above, the no-show customer response system and method according to the present invention share the no-show customer information in a plurality of merchants, and automatically detects the customer's telephone number at the time of the customer reservation to determine whether the customer has a no-show history in advance. By automatically checking and notifying, the owner can cope with the problem in advance, thereby minimizing damage to the company due to the customer's no show.

In addition, when a customer with a no-show history requests a reservation, the merchant or clerk of the merchant asks the no-show history customer for a certain amount of the reservation default deposit, or politely refuses or informs them that there is a table available but no table is available. The advantage of being able to respond in a variety of ways, such as driving reservations to less time or less busy times, not accepting actual orders only for customers with no-show history, or requesting detailed information about the booker (such as company and department information). have.

As mentioned above, the present invention has been described in detail through the preferred embodiments, but the present invention is not limited thereto, and various changes and applications may be made without departing from the technical spirit of the present invention. Self-explanatory Therefore, the true protection scope of the present invention should be interpreted by the following claims, and all technical ideas within the equivalent scope should be construed as being included in the scope of the present invention.

100: (present invention) Nosho customer response system 110: Merchant store telephone
120: merchant terminal 130: customer terminal
140: automatic reservation AI server 150: call detection / relay device
160: reservation management server 170: database
180: merchant beacon 190: payment server
195: external reservation system

Claims (25)

An affiliated phone installed in the affiliated store and engaged in a reservation of a customer;
An affiliated store terminal installed at an affiliated store, connected to the affiliated store phone through a wired / wireless network, and engaged in payment of a price according to a customer's reservation, sale of goods, or service provision;
A customer terminal connected to the affiliated store phone and the affiliated store terminal through a wired / wireless network and used by a customer for reservation;
An automatic reservation AI (Artificial Intelligence) server installed in a service provider and connected to the merchant terminal through a wired / wireless network and automatically processing a reservation when a customer requests a reservation through a telephone call;
A call detection / relay device that is electrically connected to the affiliated store phone and detects caller information on a call received at the affiliated store or connects a call to the automatic reservation AI server through a wired / wireless network;
A reservation management server installed in a service provider, electrically connected to the automatic reservation AI server, connected to the affiliated store terminal through a wired / wireless network, and managing reservation information for each affiliated store; And
It is electrically connected to the reservation management server, and includes a database for storing information required for reservation management services,
The customer terminal automatically detects the customer's phone number through the call detection / relay device at the time of reservation of the customer, and checks in advance whether the customer has a abnormal reservation history, and automatically if the customer has an abnormal reservation history. It is displayed on the screen of the merchant terminal and / or notified by voice.
The automatic reservation AI server receives the table and room information from the call detection / relay device and knows which table is available at which date and time. Based on this, the built-in answering machine operates to allow a person to actually The no-show customer response system, characterized in that the voice is answered similarly to the response form of the conversation.
The method of claim 1,
And a merchant beacon electrically connected to the call detection / relay device and installed at each table of the affiliate store to indicate whether the table is used.
The method of claim 1,
And a payment server electrically connected to the reservation management server, the payment server processing payment of a reservation deposit according to a customer's reservation.
The method of claim 2,
The call detection / relay device includes a function of periodically detecting information of the affiliated store terminal through a wired / wireless network to obtain information on a table and a specific room in the affiliated store that can be booked by date. Customer Response System.
The method of claim 4, wherein
The call detection / relay device updates the table and room information stored in the memory device in the affiliated store terminal by using information obtained from the affiliated store terminal and / or information detected by the affiliated store beacon installed in each table of the affiliated store. The no-show customer response system, characterized in that it has a function to make.
delete The method of claim 1,
The merchant terminal is equipped with a merchant application for managing a customer's reservation (application), the merchant application is a no-show customer response system, characterized in that interlocked with the existing application for managing the customer's reservation. delete The method of claim 1,
The customer terminal in the customer terminal, characterized in that the customer application for helping the customer's reservation is mounted.
delete The method of claim 1,
The reservation information managed by the reservation management server includes a reservation date and time, a reservation telephone number, a reservation name, a number of reservations, and a reservation status.
The method of claim 11,
The reservation status includes a "reservation" indicating a state in which a reservation is registered, "incomplete_cancellation" indicating a state in which a reservation is canceled within 1 hour of a reservation time, and a "incomplete" state indicating no contact even after 1 hour of a reservation time A no-show customer correspondence system including _no-show "," complete_perception "indicating a state of arrival within 1 hour of the reservation time, and" complete_normal "indicating state of arrival at the time of reservation.
The method of claim 1,
The reservation management server is a no-show customer response system having a function of sharing the abnormal reservation history in association with an external reservation system.
As a no-show customer correspondence method by a no-show customer correspondence system including a merchant phone, a merchant terminal, a customer terminal, an automatic reservation AI server, a call detection / relay device, a reservation management server, and a database,
a) detecting a caller information by the call detection / relay device and transmitting the call to the affiliated store terminal when a call comes to the affiliated store phone;
b) receiving a detection signal from the call detection / relay device by the affiliated store terminal, extracting caller information, and transmitting the extracted caller information to the reservation management server together with the affiliated store ID to request an abnormal reservation history inquiry;
c) transmitting, by the reservation management server, an abnormal reservation history inquiry result to the affiliated store terminal according to the abnormal reservation history inquiry request from the affiliated store terminal;
d) receiving, by the affiliated store terminal, an abnormal reservation history inquiry result from the reservation management server, and displaying the result on a screen and / or by voice;
e) registering a reservation by the merchant terminal by inputting reservation information through real-time notification of subscriber information from the reservation management server or through a reservation registration screen of a merchant application program;
f) inquiring, modifying and canceling reservation details by the merchant terminal through real-time notification of the subscriber information or through a reservation inquiry screen of a merchant application program; And
g) changing, by the affiliated terminal, the reservation status through a reservation status change option provided by the affiliate application;
In registering the reservation in step e), through the real-time notification of the reservation information or when the merchant user (store manager or clerk) manually enters the reservation registration screen of the merchant application, the merchant user is registered on the reservation registration screen. If you enter the reservation information, including the reservation date and time, the reservation date, the call date and time is automatically recorded, the phone number is automatically recorded when entered through the real-time notification of the reservation information.
The method of claim 14,
And registering the representative user information and the login information of the affiliated store registration, the call detection / relay device registration, and the affiliated application program before the step a).
The method of claim 15,
Registering the merchant registration, call detection / relay device registration and the representative user information and login information of the merchant application,
a-1) transmitting affiliated store information to the reservation management server through an affiliated store application by the affiliated store terminal to subscribe to a service of an affiliated store;
a-2) registering an affiliated store and issuing an affiliated store ID after checking the affiliated store information by the reservation management server;
a-3) requesting registration by transmitting, by the affiliated terminal, device information and affiliated store information of the call detection / relay device to the reservation management server;
a-4) registering the call detection / relay device by checking the device information and the affiliated store information of the call detection / relay device by the reservation management server;
a-5) requesting registration by transmitting, to the reservation management server, the user ID and login information of the affiliated application through the affiliated store ID and the affiliated application through the affiliated store terminal; And
a-6) registering the user information and login information of the representative user after checking the representative user information and the login information by the reservation management server.
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