KR20210049325A - Method for providing real time customer information, apparatus for the same, and storage medium - Google Patents

Abstract

The present invention relates to a method, device, and storage medium for providing customer information in real-time. More specifically, the present invention allows users to engage in calls with more information when answering the phone by receiving the information about a caller through a terminal used by the user in advance when the user receives a call from any caller.

Description

TECHNICAL FIELD [Method for providing real time customer information, apparatus for the same, and storage medium]

The present invention relates to a method, an apparatus, and a storage medium for providing customer information in real time, and more specifically, when a user receives a call from an arbitrary caller, information on the caller is previously used through a terminal used by the user. By receiving the provision, it is related to allowing the user to engage in the call with more information when answering the phone.

In doing business, phone calls can be made very routinely, and many business people make phone calls several to tens of times a day to share their opinions with the other party.

On the other hand, when receiving a phone call, recently, a service that informs the caller number and the company or person corresponding to the caller number is provided, but these services mainly serve to inform whether the caller number is a spam number. It is only possible, so its utility is limited.

In particular, from the standpoint of companies, most of them receive work-related calls from callers related to ongoing projects rather than spam calls, and the service that informs whether the caller ID is a spam number or not does not have much meaning in these positions. It would be said that the provision of information in a more desirable direction is to provide more specific information about who he is.

The present invention has been proposed in light of this point, and a method, apparatus, and a method capable of providing real-time relevant information such as who the caller is when a user receives a call and what call was made with the caller in the past, and such It relates to a storage medium in which instructions for executing a method are stored. The present invention has been invented to solve the technical problems of salpin above, as well as to provide additional technical elements that cannot be easily invented by those of ordinary skill in the art.

Publication Patent No. 10-2017-0052692 (published on May 12, 2017)

An object of the present invention is to search for related information on the caller when a user receives a phone call from a caller and provide it to a terminal used by the user.

In particular, in the case of a project in which multiple people are promoting a single task, the purpose of this is to ensure that opinions are integrated well in the cooperative relationship by updating the above-mentioned related information about who exchanged what opinions with whom.

In addition, the present invention provides the keywords mentioned in the call contents so that the contents of the call can be automatically organized by voice recognition of the call contents during a phone call with the caller, or the user can easily organize the call contents after the phone call is finished. The purpose.

Meanwhile, the technical problems of the present invention are not limited to the technical problems mentioned above, and other technical problems that are not mentioned will be clearly understood by those skilled in the art from the following description.

In order to solve the above problems, a method for providing customer information in real time according to the present invention includes the steps of: (a) recognizing a call originating from a caller; (b) searching for related information on the caller; (c) providing related information on the searched caller on a display; (d) receiving new related information on the sender; And (e) updating related information on the sender.

In addition, in the above method, the step (b) may be characterized in that the related information on the caller is searched from a database-the database stores related information on a plurality of callers, or It may be characterized by searching for related information on the sender from the web.

In addition, in the method, the related information on the sender provided in step (c) may include at least one of a name, an age, affiliation, and a position.

In addition, the related information on the caller provided in step (c) may further include a communication history, and the communication history may include a past call date and time with the caller. Furthermore, the communication history may further include information on a recipient who made a call with the caller, and may further include details of a past call with the caller.

Meanwhile, in the method, step (d) may be characterized in that the user receives new related information about the sender input by using at least one input device.

In addition, in the method, in the step (d), the content of the call between the user and the caller is converted into text-the conversion to the text is based on the application of voice recognition technology to the content of the call. can do.

In addition, in the method, the step (d) includes: displaying a keyword extracted from among the contents of a call between the user and the caller on the user's display; And receiving new related information on the sender including at least one keyword from the user.

In addition, in the above method, the related information on the sender provided in step (c) may further include a work progress history related to the sender.

In addition, in the method, the related information on the sender provided in step (c) may further include a communication history from another sender belonging to the sender.

Meanwhile, an apparatus for providing customer information in real time according to another embodiment of the present invention includes a central processing unit and a memory, wherein instructions for executing a method for providing customer information in real time are stored in the memory. Characterized in, the method for providing customer information in real time, the method comprising the steps of: (a) recognizing an outgoing call from a caller; (b) searching for related information on the caller; (c) providing related information on the searched caller on a display; (d) receiving new related information on the sender; And (e) updating related information on the sender.

In addition, a computer-readable storage medium according to another embodiment of the present invention stores instructions for executing a method of providing customer information in real time, but the method of providing customer information in real time includes: (a) from a caller Recognizing an outgoing call of a call; (b) searching for related information on the caller; (c) providing related information on the searched caller on a display; (d) receiving new related information on the sender; And (e) updating related information on the sender.

According to the present invention, since a user, that is, a receiver, who makes a phone call from an external caller, can check information on the caller in advance and answer the phone, there is an effect of quickly organizing opinions through a phone call.

In addition, according to the present invention, there is an effect that the contents of the call with the external caller are automatically arranged and provided to the user, or by providing a user interface with high convenience, the user can easily organize the contents of the call after the call.

In addition, according to the present invention, if the other party's caller belongs to one organization or company, it is possible to collectively view all the history of calls from the agency or company to our agency or company, so that the discussion between agency-to-organization or company-to-business It has the effect of keeping the opinions that have been made consistent.

On the other hand, the effects according to the present invention are not limited to those mentioned above, and various technical effects can be achieved within a range that can be inferred by a person skilled in the art.

1 is a virtual diagram of a system in which a method for providing customer information in real time according to the present invention can be utilized.
2 is a sequence diagram illustrating a method of providing customer information in real time according to the first embodiment.
3 to 5 exemplarily show related information on a sender provided according to the first embodiment.
6 is a diagram illustrating an interface provided when a user inputs new related information after a call has ended according to the first embodiment.
7 is a virtual diagram of a system in which a method of providing customer information in real time according to the second embodiment can be utilized.
8 is a sequence diagram illustrating a method of providing customer information in real time according to the second embodiment.

Details of the objects and technical configurations of the present invention, as well as operational effects thereof, will be more clearly understood by the following detailed description based on the accompanying drawings in the specification of the present invention. An embodiment according to the present invention will be described in detail with reference to the accompanying drawings.

The embodiments disclosed herein should not be construed or used as limiting the scope of the present invention. It is natural for those skilled in the art that the description including the embodiments of the present specification has various applications. Accordingly, any of the embodiments described in the detailed description of the present invention are exemplary for better describing the present invention, and it is not intended that the scope of the present invention be limited to the embodiments.

The functional blocks shown in the drawings and described below are only examples of possible implementations. In other implementations, other functional blocks may be used without departing from the spirit and scope of the detailed description. Further, although one or more functional blocks of the present invention are represented as individual blocks, one or more of the functional blocks of the present invention may be a combination of various hardware and software configurations that perform the same function.

In addition, the expression that includes certain elements is an expression of “open type” and simply refers to the existence of the corresponding elements, and should not be understood as excluding additional elements.

Furthermore, when a component is referred to as being “connected” or “connected” to another component, it should be understood that it may be directly connected or connected to the other component, but other components may exist in the middle. do.

First, a brief look at the system environment in which the present invention is provided with reference to FIG. 1. Referring to FIG. 1, the present invention basically assumes that a user receives a phone call from an external customer, that is, a caller, and when a call is received from the caller, the user's user terminal 200, preferably the user The purpose of this is to provide related information on the caller through the display of the terminal 200.

The system in which the present invention is implemented may preferably be implemented to include a user terminal 200 that receives a call from an external caller, and a server 100 connected to the user terminal 200 through a network. In this case, the user terminal 200 may be included regardless of the type as long as it can receive the caller's telephone call from the outside, and preferably, a wired telephone device or a desktop computer having a call receiving function may be included. Meanwhile, the user terminal 200 may include not only a wired telephone device but also a wireless telephone device, for example, a smart phone. In addition, it is preferable that the user terminal 200 referred to in this detailed description has a screen on which related information can be displayed, that is, a display means.

Meanwhile, the server 100 basically refers to a computing device including a central processing unit (CPU) and a memory. In this case, the central processing unit is a controller, a microcontroller, and a microprocessor. , May also be called a microcomputer. In addition, the central processing unit may be implemented by hardware, firmware, software, or a combination thereof. When implemented using hardware, an application specific integrated circuit (ASIC) or a digital signal processor (DSP) , DSPD (digital signal processing device), PLD (programmable logic device), FPGA (field programmable gate array), etc., when implemented using firmware or software, modules, procedures or functions that perform the above functions or operations, etc. Firmware or software may be configured to include. In addition, the memory includes ROM (Read Only Memory), RAM (Random Access Memory), EPROM (Erasable Programmable Read Only Memory), EEPROM (Electrically Erasable Programmable Read-Only Memory), flash memory, SRAM (Static RAM), It may be implemented as a hard disk drive (HDD), a solid state drive (SSD), or the like.

When the user terminal 200 receives the call contents and inputs a series of information (a series of information includes related information on the caller), the server 100 stores the corresponding information in the memory provided therein. Stored in, and serves to provide a database when the user terminal 200 wants to search for related information for a specific caller.

For reference, in this detailed description, it will be described later that the user terminal 200 can directly analyze the call contents between the user and the caller using voice recognition technology, but in another embodiment, the server 100 It may be implemented to directly analyze the call contents between the user and the caller on behalf of the user terminal 200 with voice recognition technology. That is, the function of the server 100 is not limited to the role of simply storing the related information of multiple callers, but actively analyzing or texting the call contents between the user and the caller, allowing the user to newly input the caller's related information. You can also try to help.

The schematic structure of the entire system in which the method for providing customer information according to the present invention is implemented has been described with reference to FIG. 1.

2 is a flowchart illustrating a method of providing customer information according to the present invention.

Referring to FIG. 2, the method of providing customer information includes steps of recognizing a call from a caller (S101), searching for related information on the caller (S102), and providing the searched related information to a display (S103). ), receiving input of new related information (S104), and updating related information (S105). For reference, the methods shown in FIG. 2 will be described later on the premise that the execution subject is the user terminal 200, but as mentioned above, it is understood that the above methods can be performed by the server 200 as well. Hereinafter, each step will be described in more detail.

First, step S101 is a step of recognizing an outgoing call from a caller, and means a step in which the user terminal 200 recognizes that a call has been made when an arbitrary caller has made a call from the outside. A recent communication service provides a caller information display service in which the caller's phone number is displayed on the other party's terminal. In step S101, when a call comes to the user terminal, the caller recognizes which caller the call came from. Corresponds to the stage. For reference, in this detailed description, it has been described only as recognizing who the call came from by using the caller information that can be known by the caller information display service, but in addition to this, other information that can confirm the caller's phone number or the identity of the caller It should be understood that if a means exists, it can also be used.

Next, step S102 is a step (S102) of searching for related information on the caller. The related information on the sender may include all information on the specific sender, and such information may be accumulated in a database in the memory of the server 100. Most of the relevant information may be information previously entered and stored by the user or another user who received a call from the caller, and this includes at least one of the caller's name, age, affiliation, and position, for example. Further, at least one of a communication history between the caller and the user(s), a call content, a work promotion history promoted by the caller, and an opinion on a personality may be further included. In other words, the related information may include objective information about the caller as well as a subjective opinion input by the user during or after a call with the caller.

Meanwhile, step S102 basically searches for related information of the specified sender from the database, but the source for searching for related information is not necessarily limited to the database. For example, in step S102, after the user terminal 200 searches for information on the previously identified caller from the web, it may obtain information accordingly.

Step S103 is a step of providing the related information searched in step S102 to the display of the user terminal. In simple terms, in step S103, related information about the caller may be displayed through a display provided in a terminal used by the user to receive a call, for example, a telephone. In another embodiment, a monitor may be connected to a telephone used by the user, and related information about the caller may be displayed on the monitor.

For reference, when viewed from the user's point of view, it may appear that related information including the caller's number and the caller's name are displayed on the display (monitor) in front of the user immediately when a call is received through the user terminal. That is, steps S101 and S102 are processes that cannot be recognized by the user, and the user can recognize the customer information providing service according to the present invention from step S103.

3 illustrates an embodiment in which caller-related information is displayed on a display connected to a user terminal in step S103.

Referring to FIG. 3, a first screen 1000 may be displayed on a display connected to a user terminal. In the first screen 1000, a caller's picture 1001, the caller's name, age, affiliation/status ( Information such as 1002) may be displayed, and further, information such as an opinion of the sender's disposition, a task being promoted by the sender, and a communication history 1003 between the sender and the user(s) may be further displayed. The above information can be understood as cumulatively updated information entered by the user who made a phone call with the caller or by a plurality of users. It may be directly input, or the call at the time may be voice-recognized by the user terminal 200 or the server 100, and then converted into text and automatically input based on a key keyword among them. Specifically, the items recorded as promotion contents in reference numeral 1003 may be directly input by the user at the time of making the call with the caller, or may be automatically input using voice recognition technology and AI technology.

On the other hand, when "[2019.04.31. 14:24] Manager Ooo Kim" is clicked in the communication history, the main call contents of the corresponding date communication are further displayed in the new second screen 2000 as shown in the right side of FIG. 3 (1004) Can be. For reference, the first screen 1000 and the second screen 2000 are merely assigned different reference numerals to distinguish between the displayed information, and the first screen and the second screen are actually the first screen on one display. And the second screen may be switched, or the first screen and the second screen may be independently displayed on two displays.

FIG. 4 shows an embodiment in which a result of searching for information about a caller on a web among related information of a caller is automatically displayed (1005). For example, assuming that the caller is "Hong Gil-dong", the moment the user receives a call from the caller, the user terminal 200 or the server 100 uses the caller "Hong Gil-dong" as a search word on the web. Search can be performed, and the result can be displayed on another display as a third screen. As a user, it is possible to obtain some information on the current status of the caller by preliminarily grasping the result of the caller's web search.

5 illustrates a second screen displayed when “[2019.05.12. 09:31] Deputy Chief Shimoo" is clicked in the communication history of the first screen 1000. As in the exemplary embodiment of FIG. 5, all communication histories of multiple users may be displayed on the first screen. When the list is long and it is difficult to display all of them in one screen, only a predetermined number of most recent lists may be displayed.

For reference, in this detailed description and drawings 3 to 5, the screens are divided and described, such as the first screen, the second screen, and the third screen, but the related information about the caller is that the user who is the party who received the call can grasp it at a glance. It should be understood that it can be implemented so that it can all be placed on one screen.

Referring back to FIG. 2, step S104 is a step of receiving input of new related information for the sender. That is, this step refers to a step of receiving new information that can be obtained from a new call between the caller and the user, and this step can be performed while the user is making a call with the caller or after completing the call with the caller. have.

In this step, the user terminal 200 or the server 100 receives new information directly inputted by the user, or the device (user terminal or server) directly utilizes voice recognition technology and AI technology for the contents of a call. It can be analyzed and converted into text, which can be received by devices such as a user terminal or a server.

On the other hand, the method of directly inputting new information by the user has a cumbersome problem since the user must input new information each time, and the method of using voice recognition and AI technology has a problem that the technology has not yet been elaborately implemented. In order to do so, in the present invention, by providing a user interface as shown in FIG. 6, a user can easily input new information about a caller. Referring to FIG. 6, after the call between the user and the caller is ended, the user terminal 200 or the server 100 may display 1006 some keywords extracted from the call contents on the display of the user terminal. , It is possible to allow the user to directly input a phrase or sentence by referring to the above keywords. Alternatively, among the keywords displayed 1006 on the display, the user can click only keywords deemed important in the corresponding call content, thereby allowing the user to input new information only with the main keywords for the corresponding call content.

Referring back to FIG. 2, the last step, step S105, is a step of updating the previously stored related information based on the input of the related information received in the previous step. This step may be performed in a database provided in the server 100, and the server 100 may update with new related information previously received instead of the previously stored related information, which has not changed compared to the past. You can perform the update step while leaving the information as it is.

In the above, a method for providing real-time customer information according to a first embodiment of the present invention has been described with reference to FIGS. 1 to 6.

On the other hand, FIGS. 7 and 8 are related to a method of providing real-time customer information according to the second embodiment. If the first embodiment is an embodiment when a call is received from a caller, the second embodiment is a It relates to an embodiment in the situation of making a phone call.

As compared with FIG. 1, the drawings of FIG. 7 are changed only in the direction in which the user makes a call to the customer, that is, the called party, and the remaining components are all the same, so a detailed description thereof will be omitted.

FIG. 8 shows the method according to the second embodiment in order. When this is followed, the method is the first step of retrieving the phone number of the other party to which the user wants to make a call (S201), related to the called party. Searching for information (S202), providing the searched related information on the display of the user terminal (S203), receiving new related information input while a call is made between the user and the called party or after the call is ended. (S204), finally, when new related information is input, a step of updating it (S205) may be included.

The second embodiment allows the user to check whether there was a call between the called party and other users before making a call to the customer (recipient). There is an effect of being able to grasp in advance which of the other party's receiver and our users (employees) made the call and what content was discussed. The method or system for providing customer information in the same form as in the first and second embodiments has the same effect as that communication is achieved through only one consistent channel in the eventual exchange of opinions between one group to another. It can be used as a means of facilitating the coordination of opinions.

In the above, a method and an apparatus for providing real-time customer information, and a storage medium in which instructions for executing the method are stored have been described. The present invention is not limited to the specific embodiments and application examples described above, and various modifications can be implemented by those of ordinary skill in the art without departing from the gist of the present invention claimed in the claims. Of course, these modified implementations should not be understood as being distinguished from the technical idea or perspective of the present invention.

100 servers
200 user terminals
1000 first screen
1001 ~ 1005 Caller related information display
Display of key keywords for 1006 calls
2000 second screen
3000 3rd screen

Claims (15)

In the method of providing customer information in real time,
(a) recognizing an outgoing call from a caller;
(b) searching for related information on the caller;
(c) providing related information on the searched caller on a display;
(d) receiving new related information on the sender; And
(e) updating related information on the sender;
Containing,
How to provide customer information in real time.
The method of claim 1,
The step (b),
Characterized in that the search for related information on the caller from a database-the database stores related information on a plurality of callers,
How to provide customer information in real time.
The method of claim 2,
The step (b),
Characterized in that the search for related information on the sender from the web,
How to provide customer information in real time.
The method of claim 2,
The related information on the sender provided in step (c),
Characterized in that it includes at least one of name, age, affiliation, and position,
How to provide customer information in real time.
The method of claim 4,
The related information on the sender provided in step (c),
Characterized in that it further comprises a communication history,
How to provide customer information in real time.
The method of claim 5,
The communication history is,
It characterized in that it comprises the date and time of the past call with the caller,
How to provide customer information in real time.
The method of claim 6,
The communication history is,
It characterized in that it further comprises information on the callee and the caller,
How to provide customer information in real time.
The method of claim 7,
The communication history is,
It characterized in that it further comprises the content of the past call with the caller,
How to provide customer information in real time.
The method of claim 2,
The step (d),
Characterized in that receiving new related information about the sender input by the user using at least one input device,
How to provide customer information in real time.
The method of claim 2,
The step (d),
The content of a call between the user and the caller is converted into text-the conversion to the text is based on the application of voice recognition technology to the content of the call.
How to provide customer information in real time.
The method of claim 2,
The step (d),
Displaying on a user's display a keyword extracted from the contents of a call between the user and the caller;
Receiving new related information on the sender including at least one keyword from a user;
Characterized in that it comprises a,
How to provide customer information in real time.
The method of claim 2,
The related information on the sender provided in step (c),
It characterized in that it further comprises a business promotion history related to the caller,
How to provide customer information in real time.
The method of claim 2,
The related information on the sender provided in step (c),
It characterized in that it further comprises a communication history from another caller belonging to the same as the caller,
How to provide customer information in real time.
In a device that provides customer information in real time,
The device comprises a central processing unit and a memory, wherein instructions for executing a method of providing customer information in real time are stored in the memory,
The method of providing customer information in real time,
(a) recognizing an outgoing call from a caller;
(b) searching for related information on the caller;
(c) providing related information on the searched caller on a display;
(d) receiving new related information on the sender; And
(e) updating related information on the sender;
Containing,
A device that provides customer information in real time.
In a computer-readable storage medium storing instructions for executing a method of providing customer information in real time,
The method of providing customer information in real time,
(a) recognizing an outgoing call from a caller;
(b) searching for related information on the caller;
(c) providing related information on the searched caller on a display;
(d) receiving new related information on the sender; And
(e) updating related information on the sender;
Containing,
Computer-readable storage media.

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