RU2736629C1 - Automated system for processing incoming requests and method of automated processing of incoming requests - Google Patents

Abstract

FIELD: data processing.

SUBSTANCE: invention relates to automated processing of incoming requests with the participation of an intermediary and can be used in providing transactions in real estate, providing goods and services, as well as in control systems. Establishing communication between incoming request and client request in accordance with telecommunication identifier of client request, enriching incoming request with information on client request and redirecting said request to intermediary interface.

EFFECT: technical result consists in provision of the possibility to supervise the transaction by the intermediary, which increases probability of the mediator provision of legal purity and security of the transaction and makes it possible to preserve confidentiality of the parties involved in the transaction.

12 cl, 3 dwg

Description

The group of inventions relates to the field of means of automated processing of incoming requests with the participation of an intermediary and can be applied in securing transactions in the field of real estate, in the provision of goods and services, as well as in control systems.

Known automated system for processing calls and the method implemented by this system, including establishing a connection between the personal phone number of the operator with a virtual number, receiving an incoming call to the virtual number and creating a connection between the virtual number and the calling party [CN110225208, publication date: 09/10/2019 , IPC: H04 M3 / 42; H04 M3 / 51; H04 M3 / 54].

Known is an automated system for processing incoming requests and a method implemented by this system, including establishing a connection between the client's personal number and at least one public telephone network number, authenticating the client using a personal number, receiving an incoming request to a public number and forwarding an incoming request to a personal number [ US2016057617, publication date: 02.25.2016, IPC: H04 M3 / 42; H04 W12 / 02].

The disadvantage of the known technical solutions is the impossibility of tracking the reasons by the system or establishing a connection by the system between the incoming request and the subject of the incoming request from customers, as a result of which it becomes difficult to process incoming requests by the system or operator.

As a prototype, an automated system for processing incoming requests and a method implemented by this system was chosen, including entering information about the possibility of booking through an interface, generating a virtual booking number for connecting electronic devices of users to each other and thus ensuring direct interaction between electronic devices of users, and processing incoming calls with concomitant connection of users' electronic devices and displaying on the called and calling electronic devices of users of the virtual number assigned to the reservation [WO2018147467, publication date: 08.16.2018, IPC: H04 M3 / 42].

The advantage of the prototype over the known technical solution is the ability to create a virtual number for each individual reservation and thus track the activity in relation to the reservation by the system in order to further ensure interaction between users regarding the reservation through this virtual number. However, the disadvantage of the prototype is the limited functionality of the system, which consists in the fact that it does not provide an opportunity for the intermediary to comfortably participate in transactions concluded between users, since its elements actually make it possible only to create a connection between the booking and the phone numbers of users interacting to conclude a transaction on the subject of booking. ... That is, as such, the participation of an intermediary in this system is reduced only to assigning a booking number a unique telephone number to partially preserve the confidentiality of users interacting with each other on the subject of booking. At the same time, the inability of the intermediary to obtain a sufficient amount of data on the subject of the transaction concluded between the two parties, as well as on the parties to the transaction and the absence of the possibility of the intermediary's direct full participation in the transaction, excludes the possibility of the intermediary overseeing such a transaction, reduces the likelihood of the intermediary ensuring the legal purity and security of the transaction it is impossible to maintain complete confidentiality of both parties involved in the transaction, and also does not allow identifying new users participating in one transaction and identifying the subject of the transaction in incoming calls from unknown phone numbers entering the system, which significantly limits the functionality of the automated system for processing incoming calls.

The technical problem to be solved by the group of inventions is to expand the functionality of the automated system for processing incoming requests.

The technical result to be achieved by the group of inventions is to provide the ability to obtain information about the client's request by the intermediary interface when the system receives an incoming request at the client's request.

An additional technical result, to which the group of inventions is directed, is to increase the information content of the data on the client's request displayed on the interface of the intermediary.

An additional technical result, to which the group of inventions is directed, is to reduce the resource intensity of the system due to the recognition and reset by the module for processing incoming calls of third-party calls.

An additional technical result, to which the group of inventions is directed, is to provide the possibility of identifying customer requests by the intermediary interface for incoming calls made through a unique telephone number.

An additional technical result, to which the group of inventions is aimed, is to simplify the process of systematization of incoming calls from different users, carried out on the same subject of the transaction, on the interface of an intermediary.

An additional technical result, to which the group of inventions is aimed, is to provide the possibility of identifying the subject of the transaction by the interface of the intermediary in incoming calls received from previously unknown telephone numbers.

The essence of the first invention from the group of inventions is as follows.

The automated system for processing incoming requests contains an interface for inputting information about a client's request, a module for generating a telecommunication identifier for a client's request and a module for processing incoming requests, interconnected with the possibility of data exchange. Unlike the prototype, the system contains an intermediary interface and an incoming request redirection module, configured to receive data from the incoming request processing module, establish a connection between the incoming request and the client's request in accordance with the telecommunications identifier of the client's request, enrich the incoming request with information about the client's request and transmit this call to the intermediary interface.

The essence of the second invention from the group of inventions is as follows.

A method for automated processing of incoming requests includes inputting information about a client's request through an interface, generating a telecommunications identifier for a client's request, and processing incoming requests. In contrast to the prototype, a connection is established between the incoming request and the client's request in accordance with the telecommunication identifier of the client's request, the incoming request is enriched with information about the client's request and this request is redirected to the intermediary's interface.

An automated system for processing incoming calls provides the ability to accept incoming calls made at the request of customers from electronic devices of users, and can be represented by a software and hardware complex capable of interacting with a client and a user making an incoming call through his electronic device via a telecommunication channel ...

The interface for entering information about a client's request provides an opportunity for the client to enter the target task and the subject of the transaction into the system, which can be represented by the need for a service, as well as real estate transactions, among which there may be purchase, sale or lease. For example, a client's request to search for an apartment for rent may include the following items: city district, type of layout, floor or range of floors, number of rooms, parking availability, price limit, etc. Also, through this interface, the client's personal and contact information can be entered , including his last name, first name and patronymic, telephone number, home address, e-mail address, etc. In this case, all entered data, including data on requests and client data, can be placed in the client's request database.

The module for generating the telecommunication identifier of the client's request provides the ability to automatically create and assign a telecommunication identifier to the client's request. As a telecommunication identifier, any known means can be presented that ensures the establishment of interaction between users through their electronic devices through any telecommunication communication channel, for example, a virtual number, a unique telephone number, an email address, a login in instant messengers (telegram, Skype, etc.) ). At the same time, the use of a unique phone number simplifies the systematization of incoming calls by the system, received from Internet sites and web resources. At the same time, a specialized database can be used to store links between customer requests and telecommunication identifiers. After generating and assigning a telecommunication identifier to a client's request, information about the request and the identifier can be placed by the generating module on the Internet, which further provides users with access to them from their electronic devices. For this, a separate module for placing data on the Internet can also be used, for which it can be connected to a specialized database of telecommunication identifiers and / or to the database of information about the client's request and provide the placement of the client's request and the telecommunication identifier of this request on the Internet. sites and / or publishing them in free or private access.

The module for processing incoming calls provides the ability to automatically receive incoming calls from users' electronic devices. An incoming call means an incoming call to the system or a message sent from an electronic device of a third-party user, which is carried out by the user switching from the electronic device to the telecommunications identifier of the client's request or any other means of communication. In this case, a third-party user in this case means an agent, realtor, supplier, buyer, etc.

The module for redirecting the incoming request provides the ability to automatically route the incoming incoming request to the telecommunications identifier of the client's request with information about the client's request to the intermediary interface. For this purpose, the module for redirecting incoming requests is connected to the module for processing incoming requests with the possibility of receiving data from it, which makes it possible for the system to recognize incoming requests made at the request of customers in all incoming incoming requests. The module for redirecting the incoming request is configured to establish a connection between the incoming request and the client's request in accordance with the telecommunications identifier of the client's request, which can be provided by exchanging data with a specialized database of the module for generating the telecommunications identifier of the client's request. Also, due to this, it can be provided the ability to recognize and reset third-party incoming calls, thus reducing the resource intensity of the system.

The module for redirecting the incoming call is configured to enrich the incoming call with information about the client's request, which makes it possible to identify the client's request by the incoming call through the intermediary interface. By enriching an incoming call, we mean the module adding to the incoming call information about the client's request, for example, the target or the subject of the transaction, which can be downloaded from the corresponding database of information about the client's request or directly from the interface for entering information about the client's request. Also, the redirection module can enrich the incoming appeal with personal information and contact information of the client, which increases the information content of the intermediary's interface. For this, the module can be configured to exchange information with the database about the client's request.

The intermediary interface provides the output of incoming requests received at the request of clients, for their subsequent processing by the intermediary operator or the intermediary server in automatic mode. Also, the intermediary interface can provide functions for entering data about the client's request, perform operations to transfer telecommunication identifiers assigned to customer requests to users 'electronic devices, as well as make outgoing calls or send messages to users' electronic devices via Whatsapp or Telegram, including using received telecommunication identifier. The use of the received telecommunication identifier, including a unique telephone number, for making outgoing calls or sending messages makes it possible to identify the subject of the transaction by the intermediary's interface in incoming calls received from previously unknown phone numbers. The interface of the intermediary is connected to the module for redirecting the incoming call with the possibility of receiving data from it, due to which the incoming calls enriched with information about the client's request are displayed on this interface.

The interface of the intermediary and the interface for entering information about the client's request can be represented by computer programs, applications, extensions, pop-up windows displayed by means of an electronic device presented in the form of a mobile phone, as well as a personal or tablet computer, respectively, of an intermediary or client. System modules can be represented by specialized software loaded into hardware systems in the form of servers or server cells. The system databases can be located on a server or cloud storage. Also, databases can be integrated into the corresponding modules of the system. The connection of the functional elements of the system can be provided by any known wired or wireless communication means.

A group of inventions can be implemented using known means, materials and technologies, which indicates its compliance with the criterion of patentability "industrial applicability".

The group of inventions is characterized by significant features previously unknown from the prior art, consisting in the fact that a connection is established between an incoming request and a client's request in accordance with the telecommunication identifier assigned to the client's request, enriching the incoming request with information about the client's request and redirecting this request to the intermediary interface , which makes it possible, upon receipt of an incoming request by the system, to establish that this request was received at the request of the client, supplement this incoming request with the data of the client's request and transmit this incoming request along with the request data to the intermediary interface, thereby ensuring the achievement of a technical result, which consists in providing receiving information about the client's request by the intermediary interface when the system receives an incoming request at the client's request, thereby expanding the functionality of the automated system for processing incoming requests.

The group of inventions is characterized by a set of essential features previously unknown from the prior art, which testifies to its compliance with the “novelty” criterion of patentability.

An automated system is not known from the prior art that provides redirection of an incoming request at the request of a client to an intermediary interface with its accompanying enrichment of information about the client's request. These features are not only not known from the prior art, but also ensure the achievement of an unknown technical result, which consists in the possibility of full and prompt participation of an intermediary through its interface in transactions concluded between the client and the user, thereby ensuring legal security and maintaining complete confidentiality of individuals and personal data of the client and the user at the conclusion of the transaction, as well as reducing the risk of errors in identifying the client for which the corresponding incoming appeal was made, which indicates that the group of inventions meets the patentability criterion “inventive step”.

To illustrate the possibility of implementation and a more complete understanding of the essence of the group of inventions, an embodiment is presented below, which can be changed or supplemented in any way, while the present group of inventions is in no way limited to the presented embodiment.

Figure 1 - An automated system for processing incoming requests and the steps of the method implemented by this system, while the telecommunication identifier assigned to the client's request is transmitted from the interface of the intermediary to the electronic devices of the users.

Fig. 2 - An automated system for processing incoming requests and the method steps implemented by this system, the input of the client's request data received from his electronic device or from him personally and the transmission of the telecommunication identifier assigned to the client's request is carried out from the interface of the intermediary.

Fig. 3 - An automated system for processing incoming requests and the steps of the method implemented by this system, the client's request data is entered from his electronic device, the request with the telecommunication identifier assigned to it is published in open sources of the Internet network, and notifications are automatically sent to the user to his an electronic device from an intermediary interface.

The automated system for processing incoming requests contains an interface 1 for entering information about a client's request, which can be represented by text boxes, a user profile, an extension, or an electronic device through which the operator enters information about the client's request.

The system contains a database 2 of information about a client's request, a module 3 for generating a telecommunications identifier of a client's request, a database 4 of customer requests with their assigned identifiers, a module 5 for placing data on the Internet and a module 6 for processing incoming requests. Modules can be represented by a set of hardware equipped with specialized software, and databases can be represented by tables, lists and other sets of machine-readable data made with the possibility of receiving data and making changes by the corresponding module. The system also contains a module 7 for redirecting an incoming appeal, an intermediary interface 8, which is an application or extension installed on an electronic device of an intermediary, which can be a personal or tablet computer. Also, in some embodiments, the interface 1 for entering information about the request and the interface 8 of the intermediary can be represented by one functional unit, when, for example, the interface 8 is made in the form of an intermediary's web resource, and the interface 1 is represented by a window for submitting applications located on this web resource.

Interface 1 is connected to base 2 with the ability to transmit information about the client's request, as well as about the client. Also, the interface 1 is connected to the module 3 for generating the telecommunication identifier of the client's request with the possibility of transmitting information, including the complete or partial client's request. In turn, the module 3 for generating the telecommunications identifier of the client's request is connected to the base 4 containing the data on the client's request and the telecommunications identifier assigned to it. The module 5 for placing data on the Internet is connected to the database 4 with the possibility of receiving data from it about the client's request and the telecommunication identifier assigned to it and is configured to transmit this data to Internet sites, aggregators, etc. Module 6 for processing incoming requests is made with the ability to receive incoming signals, for example, via a digital communication channel. The module 6 for processing incoming requests is connected to the module 7 for redirecting incoming requests with the possibility of transmitting incoming requests through a dedicated or common communication channel. Module 7 for redirecting incoming calls is connected to the base 4 containing data on the client's request and the assigned telecommunication identifier, with the ability to send requests and receive data on request. Also, the module 7 is connected to the base 2 with the ability to send requests for customer data and additional data that are necessary to enrich the incoming request at the request of the customer. In addition, the module 7 is connected to the interface 8 of the intermediary with the possibility of transmitting an incoming call with information at the request of the client. In this case, the module 6 is configured to interact with the electronic devices 10 of the users through any known communication channels.

The method is implemented in the following main stages.

Step 11 - The client, through his electronic device 9 or by transmitting information directly to the interface 1 (Fig. 1 or 3) or an intermediary through the interface 8 (Fig. 2), enters the request data, which can be a request for goods or services, among which can be submitted a request for the purchase, sale or rental of real estate, as well as contact and personal data of the client, including passport data and data of any other documents of the client.

Step 12 - The information entered by the client through the electronic device 9 or interface 1 is entered into the client's request information base 2.

Stage 13 - Data at the request of the client or part of this data is sent from base 2 to the module 3 for generating a telecommunication identifier, which can be a unique phone number, or an email address, or a Skype, or Telegram login, after which module 3 assigns the generated telecommunication identifier for the client's request.

Stage 14 - The client's request with the assigned telecommunication identifier is stored in the database 4 of the clients' requests with the assigned identifiers.

Step 15 - Requests of customers with assigned telecommunication identifiers are transmitted from the database 4 of customer requests with the assigned identifiers to the interface 8 of the intermediary (Fig. 1 or 2) or to the module 5 for placing data on the Internet (Fig. 3).

Step 16 - Telecommunication identifiers of client requests from the intermediary interface 8 are transmitted to the electronic devices 10 of the users (Fig. 1 or 2) or the client requests with the assigned telecommunication identifiers are published by the module 5 on the Internet sites (Fig. 3) and displayed by electronic devices 10 … N users represented by agents, realtors, buyers or tenants.

Stage 17 - Receipt of incoming requests, which can be offers of goods or services, including purchases, sales or leases of real estate, by telecommunication identifiers from electronic devices 10 ... N to module 6 for processing incoming requests.

Step 18 - Transmission by the module 6 of incoming requests for customer requests to the module 7 redirecting the incoming request.

Step 19 - Sending a data request by the module 7 for redirecting the incoming call with the telecommunication identifier data to the database 4 of customer requests with their assigned identifiers.

Step 20 - Receiving data by the module 7 for redirecting the incoming request about the presence or absence of the client's request in the database 4 and the telecommunication identifier assigned to it.

Step 21 - If there is a client request in the database 4 and the telecommunication identifier assigned to it, the module 7 for redirecting the incoming request sends a request for information about the client to the database 2 of the information about the client's request.

Step 22 - Receiving by the module 7 data about the client's request and, in some cases, about the client from the database 2, information about the client's request and supplementing the incoming call by the telecommunication identifier with these data.

Step 23 - The module 7 redirects an incoming request, enriched with data about the client's request and, in some cases, about the client, to the interface 8 of the intermediary, with the accompanying display of information about the request and about the client.

Step 24 - The proxy sends a notification of the incoming call upon the client's request from its interface 8 to the client's electronic device 9 (FIG. 1).

The method of automated processing of incoming calls is illustrated by the following implementation examples.

Example 1.

The intermediary, through his interface 8, logs into the system and enters data through interface 1 about Andrey Ivanov's request, in which he indicates that the client wants to rent a three-room apartment on the street. Komsomolskaya 10. The data on request and personal data of Andrey Ivanov are stored in database 2 of information about the client's request, after which the data on request is transferred from it to module 3, where this request is assigned a unique telephone number +79221967000 and is saved in database 4. Similarly, requests for the rental of this apartment to other customers is assigned telecommunication identifiers. After that, the operator, through the interface 8 of the intermediary, makes an outgoing call to the electronic device 10 of the realtor using a unique telephone number and sends a request for renting an apartment to the realtor. Likewise, requests from other customers are also transmitted by the operator to the realtor's electronic device 10.

The realtor, through his electronic device 10, makes an incoming call, which enters module 6 and is transmitted to module 7. Module 7, by sending a request to the base 4, determines that the call from the electronic device 10 of the realtor is made to the unique telephone number +79221967000, and enriches it with the appropriate the data of Andrey Ivanov's request for renting a three-room apartment on the street. Komsomolskaya 10. The operator accepts a call made from the realtor's electronic device 10, and when interacting with the realtor via interface 8 receives a notification about the possibility of viewing the apartment in the evening at 18:00. After the end of the operator's interaction with the realtor, the operator's interface 8 displays data that the request from this realtor was received at the request of Andrey Ivanov and the operator through the interface 8 puts a mark in the transaction at the request of Andrey Ivanov about the possibility of viewing the apartment with the realtor.

Example 2.

The intermediary, through his interface 8, logs into the system and enters data through interface 1 about the requests of Mikhail Ivanov, Andrey Petrov and Alexey Sinitsyn, in which he indicates that clients want to rent a three-room apartment on the street. Komsomolskaya 10. Data on request and personal data of clients are stored in database 2 of information about the client's request, after which the data on requests is transferred from it to module 3, where Mikhail Ivanov's request is assigned a unique telephone number +79221967000, Andrey Petrov's request is assigned a unique telephone number +79221967001, and Alexey Sinitsyn's request is assigned a unique telephone number +79221967002, after which they are saved in the database 4. After that, the operator, through the intermediary's interface 8, makes an outgoing call to the realtor's electronic device 10 using the unique telephone number +79221967000 and sends the request to the realtor to rent an apartment for Mikhail Ivanova. After that, the operator makes an outbound appeal to the realtor's electronic device 10 using the unique telephone number +79221967001 and sends a request for renting an apartment for Andrey Petrov. After that, the operator in the same way makes an outgoing call using the unique telephone number +79221967002 and sends a request to the realtor for renting an apartment for Alexey Sinitsyn.

The realtor, through his electronic device 10, makes an incoming call, which enters module 6 and is transmitted to module 7. Module 7, by sending a request to the base 4, determines that the call from the electronic device 10 of the realtor is made to the unique telephone number +79221967000, and enriches it with the appropriate the data of Mikhail Ivanov's request for renting a three-room apartment on the street. Komsomolskaya 10. The operator accepts a call made from the realtor's electronic device 10, and when interacting with the agent through the operator's interface 8, he receives a notification about the possibility of viewing the apartment at 15:00. After the end of the interaction between the operator and the realtor, the operator's interface 8 displays data that the request from this realtor came at the request of Mikhail Ivanov and the operator through the interface 8 puts a mark in the transaction at the request of Mikhail Ivanov about the possibility of viewing the apartment with the realtor at 15:00.

In a similar way, the operator accepts a call made from the realtor's electronic device 10, and when interacting with it through the operator's interface 8, he receives a notification about the possibility of viewing the same apartment in the evening at 16:00. After the end of the interaction between the operator and the realtor, the operator's interface 8 displays data that the appeal from this realtor came at the request of Andrey Petrov, and the operator puts a mark in the transaction through the interface 8 at the request of Andrey Petrov about the possibility of viewing the apartment with the realtor at 16:00.

In the same way, the operator accepts a call made from the realtor's electronic device 10, and when interacting with him through the operator's interface 8, he receives a notification about the possibility of viewing the same apartment in the evening at 17:00. After the end of the interaction between the operator and the realtor, the operator's interface 8 displays data that the appeal from this realtor was received at the request of Alexey Sinitsyn, and the operator through the interface 8 puts a mark in the transaction at the request of Alexey Sinitsyn about the possibility of viewing the apartment with the realtor at 17:00.

Example 3

The intermediary, through his interface 8, logs into the system and enters data through interface 1 about the requests of Andrey Ivanov and Andrey Alekseev, in which he indicates that the clients want to rent a three-room apartment on the street. Komsomolskaya 10. On-demand data and personal data of clients are stored in database 2 of information about the client's request, after which the data on requests is transferred from it to module 3, where the unique telephone number +79221967000 is assigned to Andrey Ivanov's request, and the unique telephone number +79221967001 is assigned to Andrey Alekseev's request. After that, they are saved in the database 4. After that, the operator, through the interface 8 of the intermediary, makes an outgoing call to the realtor's electronic device 10 using the unique telephone number +79221967000 and sends the request to the realtor for renting an apartment for Andrey Ivanov. After that, the operator makes an outgoing call to the realtor's electronic device 10 using the unique telephone number +79221967001 and sends a request for renting an apartment for Andrey Alekseev.

The owner of the apartment on the street. Komsomolskaya 10 from its electronic device ... N makes an incoming call, which enters module 6 and is transmitted to module 7. Module 7, by sending a request to base 4, determines that an incoming call from electronic device N is made at the unique telephone number +79221967000, and enriches it with the relevant data of Andrey Ivanov's request for renting a three-room apartment on the street. Komsomolskaya 10. The operator accepts the call made from the owner's electronic device ... N, and when interacting with him through interface 8, the operator receives a notification from the owner that the realtor has sent him this request from his electronic device 10 and that the owner himself can show the apartment to Andrey in the evening at 18 : 00 instead of a realtor. After the end of the operator's interaction with the owner, the operator's interface 8 displays data that the owner's appeal was received at the request of Andrei Ivanov, and the operator through interface 8 puts a mark in the transaction at the request of Andrei Ivanov about the possibility of viewing the apartment with the owner, from electronic device N which received an incoming request for this request.

Example 4

The intermediary, through his interface 8, logs into the system and enters data through interface 1 about Andrey Ivanov's request to rent an apartment on the street. Lenin, 15. On-demand data and the client's personal data are stored in database 2 of information about the client's request, after which the data is transferred from it to module 3, where the unique telephone number +79221967000 is assigned to Andrey Ivanov's request. After that, they are saved in the database 4. After that, the operator, through the interface 8 of the intermediary, makes an outgoing call to the electronic device 10 of the realtor using the unique telephone number +79221967000 and sends a request for renting an apartment on the street. Lenin, 15.

The realtor, through his electronic device 10, makes an incoming call, which enters module 6 and is transmitted to module 7. Module 7, by sending a request to the base 4, determines that the incoming call from the electronic device 10 was made at the unique telephone number +79221967000, and enriches it with the corresponding the data of Andrey Ivanov's request for renting a three-room apartment on the street. Lenin, 15.

The operator accepts a call made from the realtor's electronic device 10, and when interacting with the agent through the operator's interface 8 receives a notification from the realtor about the possibility of viewing the apartment on the street. Lenin 15 at 15:00. After the end of the operator's interaction with the realtor, the operator's interface 8 displays data that the appeal was received at the request of Andrei Ivanov, and the operator via interface 8 sends a notification from the telephone number +79221967000 to the electronic device 9 of Andrei Ivanov about the possibility of viewing the apartment on the street. Lenin, 15 with a realtor at 15:00.

The operator accepts a call made from an unknown telephone number of the electronic device N, and when interacting with the user through interface 8, the operator receives a notification from Olga that Andrey is on a business trip and in the near future she can resolve issues related to renting an apartment. After the end of the operator's interaction with the user, the operator's interface 8 displays data that the appeal was received at the request for renting a three-room apartment on the street. Lenin, 15 from Andrei Ivanov, and the operator through interface 8 puts a mark in the transaction at the request of Andrei Ivanov about the possibility of viewing the apartment by Olga Ivanova.

After a while, the operator receives a call from an unknown telephone number of the electronic device N, and when interacting with the user through interface 8, the operator receives a notification that a three-room apartment on the street. Lenin will be able to watch her brother Oleg instead of Olga at 15:00 today, after which the incoming call is cut off. After the end of the operator's interaction with the user, the operator's interface 8 displays data that the appeal was received at the request for renting a three-room apartment on the street. Lenin, 15 Andrei Ivanov, and the operator through the interface 8 puts a mark in the transaction at the request of Andrei Ivanov about the possibility of viewing the apartment by Oleg and indicates the phone number from which the incoming appeal was received.

Example 5.

Igor Ivanov sends a request from his electronic device 9 to interface 1, in which he indicates that he wants to buy one of several three-room apartments in a building on ul. Komsomolskaya 54, indicating personal data and apartment numbers of interest to him. On-demand data and personal data of Igor Ivanov are stored in database 2 of information about the client's request, after which data for each individual request is transferred from it to module 3, where a virtual telephone number is assigned to the request for each individual apartment. Thus, apartment # 454 is assigned the number +79221967212, apartment # 474 is assigned the number +79221967213, and apartment # 484 is assigned the number +79221967214 and these data are saved in database 4. After that, client requests with virtual phone numbers are uploaded from database 4 to module 5 and are published by him in the open sources of the Internet.

Realtors use their electronic devices 10 ... N to make calls that enter module 6 and are transferred to module 7. Module 7, by sending requests to base 4, determines calls made to telephone numbers +79221967212, +79221967213 and +79221967214 and their correspondence to requests for purchase of apartments 454, 474 and 484 in the house on the street. Komsomolskaya 54. Module 7 enriches calls to virtual telephone numbers with the corresponding personal data of the user from base 2, which are subsequently redirected by module 7 to interface 8 of the intermediary together with the call. At the same time, on the interface 8 of the intermediary, information is displayed that the current incoming appeal was received at the request of Igor Ivanov for the purchase of a three-room apartment No. 454 in a house on the street. Komsomolskaya 54, due to which the operator of the intermediary can familiarize himself with it even before accepting an incoming appeal. In a similar way, incoming requests for other apartments are systematized through interface 8. At the same time, after interacting with the realtor, the operator checks the realtor in the database of proxies and sends a notification from the interface 8 to the electronic device 9 of Igor Ivanov's client about the incoming appeal upon his request to purchase a three-room apartment No. 454 in the house on the street. Komsomolskaya 54.

Example 6.

Users wishing to rent an apartment in a new building on the street. Lenin 45, leave applications on the developer's website through interface 1, presented as a developer's web resource. The data is entered in the form of applications for renting different apartments on different floors of the building, with each application containing the contact and personal data of each user. The data is saved in database 2 and uploaded from it to module 3, where each application is assigned a unique telephone number, after which the data is stored in database 4. Thus, for example, a user's application for renting an apartment on the 5th floor of a building on the street. Lenin 45 is assigned a unique telephone number +7922000005, and the user's application for renting an apartment on the 6th floor is assigned a unique telephone number +7922000006. Module 5 downloads data from database 4, after which it is published by him on a closed Internet site for realtors.

Realtors with offers to rent apartments in this building make calls to module 6 from their electronic devices 10 ... N, where they are processed, and then sent to module 7. Module 7, by sending requests to base 4, determines the calls made by realtors upon requests users and enriches calls made to unique phone numbers with user data from base 2 corresponding to them, which, together with the call, are subsequently redirected to interface 8 of the intermediary, where they are displayed for the operator in the form “Incoming appeal at the request of Sergey Ivanov for renting an apartment for 5 floor of a house on st. Lenin 45 "or" Incoming appeal at the request of Ivan Petrov for renting an apartment on the 10th floor of a building on the street. Lenin 45 ". After that, the operator processes the incoming request and checks these realtors in the database. After that, the intermediary, through his electronic device, establishes a connection with the electronic device of Sergey Ivanov or Ivan Petrov and notifies of the offers received at their requests from realtors.

Example 7.

User Sergey Ivanov enters through the interface 1 a request for renting an apartment in the area of the bus station for 30 thousand rubles. User Igor Denisov enters a request to rent an apartment in the same area for the same price. The data is saved in database 2, after which it is transferred to module 3, where each of them is automatically assigned unique telephone numbers, while Sergei Ivanov's request to the apartment arena is assigned a unique telephone number +7922000000, and Igor Denisov's request is assigned a unique telephone number +79220001901, after which they are saved in database 4 and by an intermediary through module 5 are published in open Internet sources in the form of announcements.

Realtors offering to rent an apartment near the bus station for 30 thousand rubles. make incoming calls from their electronic devices 10 ... N, which enter module 6 and are transferred to module 7. Module 7 determines incoming calls made at the request of customers who are assigned unique telephone numbers +7922000000 and +79220001901, enriches the incoming call +7922000000 with data request and personal data of Sergei Ivanov, and the incoming call +79220001901 with the request data and personal data of Igor Denisov, each of bases 4 and 2, respectively, and redirects these calls to interface 8 of the intermediary. The interface 8 of the intermediary displays data in the form of "incoming appeal at the request of Sergei Ivanov for renting an apartment near the bus station for 30 thousand rubles." or “an incoming appeal at the request of Igor Denisov for renting an apartment in the area of the bus station for 30 thousand rubles,” after which the operators interact with realtors, and then with clients, notifying them of the receipt of offers at their request from realtors.

Example 8.

Users wishing to rent and provide apartments for rent through interface 1 enter requests, as well as their personal and contact data, which are transferred to database 2 and stored in it. Requests are forwarded from base 2 to module 3, which assigns a unique telephone number to each request for apartment rent, and a Skype address for requests for the provision of user apartments for rent. After that, they are saved in database 4 and, in module 5, are published on the intermediary's Internet sites.

Users make incoming calls from their electronic devices 10 ... N, which arrive in module 6 and then are transferred to module 7. Module 7 determines incoming calls made to unique phone numbers and Skype addresses, enriches each incoming call with information from base 2 and redirects these calls to interface 8 of the intermediary. In this case, calls made on requests for the provision of apartments by users for rent are processed via the Skype channel, and requests for renting apartments are processed through the telephone channel of the interface 8 of the intermediary.

Example 9.

A user who wants to rent out 1500 units. construction equipment, among which truck cranes, forklifts and dump trucks with different technical characteristics, through the interface 1 enters requests and their contact information, which are transmitted to the base 2 and stored in it. Requests are transferred from base 2 to module 3, which assigns a unique telephone number to each request and stores them in database 4. After that, requests are published by an intermediary through module 5 in open sources on the Internet.

Users make incoming calls from their electronic devices 10, which are processed by module 6 and transferred to module 7. Module 7 determines incoming calls made to unique phone numbers, enriches each call with information about the corresponding construction equipment and redirects these calls to interface 8 of the intermediary. On the interface of the intermediary, incoming calls are displayed in the form "Incoming call for the rental of a heavy forklift" CMS ", with a lifting capacity of 12 tons".

Example 10.

The client of the intermediary company Igor Ivanov, through interface 1, enters a request for filing a claim for damages by Stantix, a claim for damages by GF, a claim for damages by ARS and several similar claims by attaching to the necessary documents. Requests are transferred to base 2 and stored there. Requests are forwarded from base 2 to module 3, which assigns a unique telephone number to each individual request and stores them in base 4. After that, module 5 sends the unique telephone numbers to the website of the law firm.

Lawyers send commercial offers to requests published on the website of the law firm via WhatsApp from their electronic devices 10, which are processed by module 6 and transferred to module 7. Module 7 defines incoming messages made to unique phone numbers, enriches each call with information about the client's corresponding request Igor Ivanov to file a claim for damages and redirects these calls to the intermediary's CRM system 8. On the interface 8 of the intermediary's CRM system, incoming messages are displayed in the form of "Commercial offer at the request of Igor Ivanov for filing a claim for damages by Stantix."

Example 11.

Through interface 1 on the web resource of a company engaged in the selection of tutors for remote classes with students, the student's father enters a request for classes with a tutor in mathematics. The request also includes information that the student has the opportunity to study with a tutor only twice a week: on Tuesdays and Fridays or on Fridays and Saturdays. The request with information is sent to base 2 and stored in it. After that, the request is forwarded from base 2 to module 3, where it is assigned a unique telephone number +7922000001, and saved in base 4. After that, module 5 sends a unique telephone number with the request to specialized Internet sites for tutors.

Tutors in mathematics make incoming calls using unique phone numbers from their electronic devices 10, which are processed by module 6 and transmitted to module 7. Module 7 determines incoming calls made to unique phone numbers, enriches each call with information about the corresponding request for lessons with a tutor in mathematics from base 4 and 2 and redirects these calls to interface 8 of the CRM system of the intermediary engaged in the selection of tutors. On the interface 8 of the intermediary's CRM system, incoming messages are displayed in the form "Incoming appeal at the request of Sergey Ivanov to classes with a mathematics tutor to prepare for passing the mathematics exam on Tuesdays and Fridays or on Fridays and Saturdays", which ensures the identification of the request itself and student data in the incoming call, even before the mediator operator begins to interact with the caller. At the same time, in the process of interaction by the operator of the intermediary with the caller, he receives information that the caller is a mathematics tutor who can work with the student on Fridays and Saturdays, and due to the fact that the interface 8 of the CRM system displays data about the request , for which an incoming appeal was received, the intermediary operator can quickly compare the information received from the tutor during a conversation with him with the information on the interface 8 and give an answer to the tutor without the need to manually define the information on request. In this case, after the end of the call, it is possible to check the tutor in the database of trusted persons and the father of the student who left this request is notified.

Thus, the achievement of the technical result is ensured, which consists in the possibility of obtaining information about the client's request by the intermediary interface when the system receives an incoming request at the client's request, thereby expanding the functionality of the automated system for processing incoming requests.

The proposed automated system and method for automated processing of incoming requests by this system allow the intermediary to actively participate in various transactions between users. Among these users there are clients who have turned to an intermediary to ensure the legal security of transactions and maintain complete confidentiality of their identity while securing transactions. Also, the proposed system and method reduce the risk of operator error when processing requests for similar requests from different clients and simplify the processing of a large number of requests on similar subjects of the transaction from one or different clients and the minimum available information obtained during the interaction of the intermediary with the caller.

Claims (12)

1. An automated system for processing incoming requests, containing an interface for inputting information about a client's request, a module for generating a telecommunications identifier for a client's request and a module for processing incoming requests, interconnected with the possibility of data exchange, characterized in that it contains an intermediary interface and a module for redirecting an incoming request, configured to receive data from the incoming request processing module, establish a connection between the incoming request and the client's request in accordance with the telecommunications identifier of the client's request, enrich the incoming request with information about the client's request, and transmit this request to the intermediary interface. 2. The automated system of claim 1, wherein the telecommunications identifier is represented by a unique telephone number. 3. The automated system according to claim 2, characterized in that the intermediary interface is configured to transmit a unique telephone number with a client's request to users' electronic devices. 4. The automated system according to claim 3, characterized in that the ability to transfer a unique telephone number is provided by making an outgoing call to the user's electronic device from a unique telephone number or sending a message from a unique telephone number. 5. The automated system according to claim 1, characterized in that the interface of the intermediary contains data on the subject of the client's transaction, and the module for redirecting the incoming call ensures that the incoming call is enriched with this data. 6. The automated system according to claim 1, characterized in that the interface of the intermediary contains the contact and / or personal data of the client, including his last name, first name and patronymic, and the module for redirecting the incoming appeal ensures that the incoming appeal is enriched with this data. 7. A method for automated processing of incoming requests, including inputting information about a client's request through an interface, generating a telecommunications identifier for a client's request and processing incoming requests, characterized in that a connection is established between an incoming request and a client's request in accordance with the telecommunications identifier of a client's request, enriching the incoming accessing information about the client's request and redirecting this call to the intermediary interface. 8. The method according to claim 7, characterized in that when entering information about the client's request, data about the subject of the client's transaction is entered, and when enriching the incoming request with information about the client's request, this data is added to the incoming request at the client's request. 9. The method according to claim 7, characterized in that when entering information about the client's request, the contact and / or personal data of the client are entered, and when enriching the incoming request with information about the client's request, these data are added to the incoming request at the client's request. 10. The method according to claim 7, characterized in that a unique telephone number is generated as the telecommunication identifier. 11. The method according to claim 10, characterized in that a unique telephone number is transmitted from the interface of the intermediary to the electronic devices of the users. 12. The method according to claim 11, characterized in that an outgoing call or message is sent from this unique telephone number to transmit a unique telephone number to the users' electronic devices.

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