TWM548319U - Customer service assisting system - Google Patents

Description

Customer service assistance system

This creation is about a computer system, especially a computer system that assists customer service.

Traditional service providers, such as restaurants, hotels, etc., the customer reception mode is usually waiting for the customer to go to a fixed point and then the initial reception by the reception staff. After receiving the basic information such as the customer's name, the receptionist will know that the customer is Who and whether it is an existing customer, and then the receptionist to carry out subsequent customer reception or service, or the reception staff to inform the corresponding other service personnel to provide services.

Another kind of customer reception mode is hosted by a relatively senior service staff. When the customer visits, according to the memory of the senior service personnel, it is known who the customer is and the relevant basic information of the customer. Then, follow-up customer reception or service based on the experience of the senior service personnel.

In the above way, when providing customer service, it is the knowledge, experience and on-the-spot response of the field service personnel. However, when the field service personnel are relatively junior or less experienced, they cannot provide higher quality service content on site, nor can they provide more personalized services in a short period of time. In addition, even if the service and service are provided by senior service personnel, it is impossible to let all the service personnel on the site know the identity of the customer in a short time, and cannot provide the corresponding service efficiently.

Therefore, how to provide an efficient customer service assistance system has become one of the important topics.

In view of the above issues, the purpose of this creation is to provide a customer service assistance system that provides on-site service personnel by means of customer data identification and comparison analysis. Visit the basic information of customers to improve service efficiency and quality.

To achieve the above objectives, the present invention provides a customer service assistance system that operates in a computer host and is used in conjunction with a plurality of user devices. The customer service assistance system includes an identification module, a customer data storage module, a data analysis module, and a network communication module. The identification module receives the identification information and extracts and outputs the identification feature information accordingly. The customer data storage module stores a plurality of customer information, and each customer information includes customer identification data and corresponding customer priority level parameters. The data analysis module is connected to the identification module and the customer data storage module signal. The data analysis module receives the identification feature information output by the identification module and accesses the customer information, and the data analysis module compares the identification feature information. And the customer identification data, when the identification feature information meets any customer identification data, the data analysis module outputs the customer data according to the customer priority level parameter corresponding to the customer identification data. The network communication module receives the customer data that is output by the data analysis module, and pushes the matched customer data to the user devices.

In an embodiment, the customer service assistance system further includes at least one photographic device configured to transmit the identification information to the identification module after the identification information is taken or captured.

In an embodiment, the customer identification data may be biometric information, license plate information, or a combination of the foregoing.

In an embodiment, the biometric information may be facial recognition information, fingerprint information, iris information, voiceprint information, or any combination of the foregoing.

In one embodiment, each customer information further includes customer preference information.

In an embodiment, the identification module includes a face recognition module and a license plate recognition module.

In one embodiment, the face recognition module captures and outputs face recognition information from the identification information.

In an embodiment, the license plate recognition module captures and outputs license plate identification information from the identification information.

In one embodiment, the data analysis module includes an image comparison module, a priority determination module, and a data output module. The image comparison module receives the identification feature information and accesses the customer information, and the image comparison module compares the feature information and the customer identification data, and identifies the feature When the information meets any customer identification data, the image comparison module outputs the customer data in accordance with the customer identification data. The priority judging module receives the customer data corresponding to the comparison result outputted by the image matching module, and determines the user devices output according to the customer priority level parameter corresponding to the matching customer identification data, and According to this, the corresponding user device information is output. The data output module receives the customer data corresponding to the comparison result and the corresponding user device information, and outputs the customer data conforming to the comparison result to the network communication module, and controls the network communication mode according to the corresponding user device information. The group is pushed to the corresponding user device.

In one embodiment, the data analysis module further includes a data input module, the data input module receives at least one new customer data input by the user devices, and writes the new customer data into the customer data storage module. in.

In an embodiment, the customer service assistance system is further in communication with a customer data system, and the customer data storage module periodically updates the customer information according to the customer data system.

As stated above, the customer service assistance system based on the creation has a data analysis module, an identification module and a customer data storage module that are in communication with each other, so that the field service personnel (users) can be operated during the operation. By knowing who the visiting customer is by the user device, it is not necessary to ask each visiting customer one by one to know, so as to save work time and improve the quality of the service; and because the pushed customer data can include The customer's preference information (that is, the "precautions" that can be known to the field service personnel), so the on-site service staff can further know the customer's consumption preferences, potential needs, and consumption history information, etc., thereby providing more Personalized service content.

1‧‧‧Customer Service Assistance System

10‧‧‧Computer host

11‧‧‧ Identification Module

111‧‧‧Face recognition module

112‧‧‧ License Plate Identification Module

12‧‧‧Customer Data Storage Module

13‧‧‧Data Analysis Module

131‧‧‧Image comparison module

132‧‧‧Priority judgment module

133‧‧‧ Data Output Module

134‧‧‧Data input module

14‧‧‧Network communication module

2‧‧‧User device

3‧‧‧ Identification information capture device (photographic device)

C‧‧‧Customer Information System

FIG. 1A is a schematic structural diagram of a customer service assistance system according to an embodiment of the present invention.

FIG. 1B is a schematic diagram of the operation of the customer service assisting system shown in FIG. 1A.

2 is a functional block diagram of the customer service assistance system shown in FIG. 1A.

FIG. 3 is a schematic diagram of customer data stored in the customer service assistance system shown in FIG. 1A.

4A is a schematic diagram of the mobile device shown in FIG. 1A pushing a message to a user's mobile device.

4B is a schematic diagram of the mobile device shown in FIG. 1A in another manner to push a message to the user's mobile device.

4C is a schematic diagram of the customer service assistance system shown in FIG. 1A pushing a message to the user's desktop computer.

FIG. 4D is a schematic diagram of the customer service assistance system shown in FIG. 1A browsing the customer data on the user login system webpage.

Hereinafter, a linear motion module according to a preferred embodiment of the present invention will be described with reference to the related drawings, wherein like elements will be described with the same reference numerals.

FIG. 1A is a schematic structural diagram of a customer service assistance system according to an embodiment of the present invention. FIG. 1B is a schematic diagram of the operation of the customer service assisting system shown in FIG. 1A. 2 is a functional block diagram of the customer service assistance system shown in FIG. 1A. Referring to FIG. 1A and FIG. 1B to FIG. 2 , the customer service assistance system 1 is operated in the computer host 10 and used in combination with a plurality of user devices 2 . The user device 2 may include, but is not limited to, a smart phone, a tablet, a laptop, a desktop computer, and the like. The user device 2 and the computer host 10 are communicably connected to each other through a network. Specifically, the data transmission manner between the user device 2 and the computer host 10 is adjusted according to a hardware structure that cooperates with each other, specifically, a wired network or a wireless network, and the wireless network is implemented. It may be a technology that conforms to, for example, 3G, Wi-Fi, or 4G LTE. For example, the host computer 10 itself can connect to the Internet by wire, and then transmit data through the Wi-Fi data transmission component to the user device 2 of the Internet and the client.

The customer service assistance system 1 includes an identification module 11, a customer data storage module 12, a data analysis module 13, and a network communication module 14. The host computer 10 may have the necessary components required to execute the customer service assistance system 1, such as a memory unit (such as a hard disk or random access memory), one or more processors, an input unit (such as a keyboard or a mouse), and a display. Unit, etc. In actual operation, a memory unit (such as a hard disk) in the host computer 10 stores a plurality of programs and instructions for executing the customer service assistance system 1; and one or more processors can form a chip set. . The processor is coupled to the memory unit, the input unit, and the display unit. When the customer service assistance system 1 is being used or operated, the processor executes a plurality of instructions in the memory unit to generate corresponding actions.

The customer service assistance system 1 of the present embodiment allows the service provider to use (for example, a restaurant, a hotel, a vehicle sales outlet, or a vehicle repair center, etc.) to assist the customer service of the field service personnel, thereby improving the service quality thereof. However, this creation is not limited to the usage scenarios listed above. The following is an example of the situation in which the customer service assistance system 1 is used in a vehicle sales outlet or a vehicle maintenance center.

The customer service assistance system 1 is connected to at least one identification information capture device 3, and the identification information capture device 3 can be a photographing device, a fingerprint scanning device, an iris scanning device or a voiceprint capturing device. In FIG. 2, the identification information capturing device 3 is taken as an example of a photographing device. The computer host 10 of the identification information capturing device 3 and the customer service assistance system 1 can communicate with each other through a wired or wireless network, and the specific connection mode is similar to the data transmission between the user device 2 and the computer host 10 , will not repeat them here. The identification information capturing device 3 can be installed at the entrance of the vehicle repair center or at the reception. When the customer (or potential customer) drives or walks into the vehicle sales outlet or the vehicle repair center, the identification information capturing device 3 will The captured or photographed information including the customer's face information, license plate information, fingerprint information, iris information and/or voiceprint information is transmitted to the identification module 11. The customer face information or license plate information may be included in the video and/or photo. The identification module 11 receives the identification information and extracts and outputs the identification feature information accordingly. In the embodiment, the identification module 11 further includes a face recognition module 111 and a license plate recognition module 112. In this way, when the identification module 11 receives the identification information of the face and/or the license plate of the customer (or potential customer), the face recognition module 111 extracts and outputs the identification information from the customer. The identification information of the face; and the license plate recognition module 112 captures and outputs the identification information containing the license plate of the customer from the identification information.

The customer data storage module 12 stores a plurality of customer information. Please also refer to Figure 3, each customer information contains customer number, customer identification data and corresponding customer priority level parameters. The customer identification data can be biometric information, license plate information, or a combination of the aforementioned information. Moreover, the foregoing biometric information may be face recognition information, fingerprint information, iris information, voiceprint information, or any combination of the foregoing. At the same time, each customer information further includes customer preferences. The customer information stored in the customer data storage module 12 may be pre-established in the system, or may be newly added by the user during the operation of the system, or periodically updated with another customer database. The practice will be described in the following paragraph. Customer identification data is further available Contains the customer's name and the customer's preference information (ie, "Precautions" that are available to field service personnel). For example, when the customer has used the consumer sales information such as consumption and/or the last three consumption contents at the vehicle sales outlet or the vehicle repair center, and the customer's consumption preferences and potential needs.

The data analysis module 13 is connected to the identification module 11 and the customer data storage module 12. The data analysis module 13 can access the customer information stored in the customer data storage module 12; when the data analysis module 13 receives the identification feature information output by the identification module 11 (for example, including the customer's face and And/or the identification feature information of the license plate), the identification feature information including the customer's face and/or the license plate is compared with each customer identification data stored in the customer data storage module 12, and the identification feature information is met. When any customer identification data is obtained, the data analysis module 13 outputs the matched customer data according to the customer priority level parameter corresponding to the matching customer identification data.

In addition, as described in the previous paragraph, the customer identification data stored in the customer data storage module 12 may be a customer's license plate, face, fingerprint, iris, and/or in addition to the customer's face and license plate recognition feature information. Identification information such as voiceprint (or any combination of the aforementioned information). Therefore, the identification feature information output by the identification module 11 may of course be the identification feature information including the license plate, the face, the fingerprint, the iris, and/or the voiceprint of the customer. For example, in addition to the foregoing examples of the face and/or the license plate, the identification information capturing device 3 can also transmit the customer license plate information captured by the customer and the iris information of the client to the identification module 11, and then The identification module 11 extracts and outputs the identification feature information containing the customer license plate number (such as the license plate number AA-1234 of the vehicle driven by the customer in FIG. 1B) and/or the iris from the identification information to the data analysis module 13. Similarly, when the data analysis module 13 receives the identification feature information, the identification feature information is compared with each customer identification data stored in the customer data storage module 12 to check whether there is any Compliance with customer data. However, the foregoing description is merely illustrative of the usage scenario of the customer service assistance system 1 of the present embodiment, and the present invention is not limited thereto.

After receiving the customer data outputted by the data analysis module 13, the network communication module 14 pushes the received customer data to the user devices 2. The customer service assistance system 1 can be connected to various personal communication software service systems (such as LINE, Facebook Messenger, WhatsApp, Skype, etc.); thereby, the customer service assistance system 1 The message can be pushed to the user device 2 on which the personal communication software service system is installed via the personal communication software service system. In this way, the field service personnel (users) can know who the visiting customers are by the user device 2, and do not need to inquire each of the visiting customers one by one to know, so as to save working time and improve the quality of the service; And because the customer information that is pushed can contain the customer's preference information (that is, the "precautions" that can be known to the field service personnel), the on-site service personnel can further know the customer's consumption preferences and potential needs. , and consumer history information, etc., to provide more personalized service content.

In detail, the data analysis module 13 may further include an image comparison module 131, a priority determination module 132, and a data output module 133. Receiving the identification feature information including the customer's face and/or the license plate by the image matching module 131, and accessing the customer information stored in the customer data storage module 12, and including the customer's face and/or the license plate. The identification feature information is compared with each customer identification data stored in the customer data storage module 12. When the identification feature information meets any customer identification data, the image matching module 131 outputs the customer data corresponding to the customer identification data to the priority determination module 132.

Then, after receiving the customer data transmitted from the image comparison module 131, the priority determination module 132 determines, according to the customer priority level parameter in the customer data, that the customer data is to be output to those users. In the device 2, and correspondingly generating a corresponding user device list information, the customer data and the information of the user device list containing the expected output are output to the data output module 133. In this kind of architecture design, when the customer information is established, the customer's importance degree can be graded, and the customer priority level parameter is given according to the classification result. In this way, the service provider can decide which level of receptionist to serve the customers who need special attention.

When the data output module 133 receives the customer data matching the comparison result and the corresponding user device list information, the network communication module 14 is controlled according to the received user device list information, and the pen is controlled. The customer data conforming to the comparison result is pushed to the corresponding user device 2 in the user device list information.

Please refer to FIG. 4A, FIG. 4B and FIG. 4C at the same time. FIG. 4A is a schematic diagram of the customer service assistance system of FIG. 1A pushing the message to the user's mobile device, and FIG. 4B is the customer service assistance system shown in FIG. 1A. Another way to push a message to the user's mobile device FIG. 4C is a schematic diagram of the customer service assistance system shown in FIG. 1A pushing a message to the user's desktop computer. For example, the service provider divides the customer's importance into three levels, that is, the customer priority level parameter can be set to 1, 2 or 3. At the same time, the service provider can also decide which users of the important level need to be notified when they arrive. For example, when the first-level customer (customer priority level parameter is 1) visits the vehicle sales outlet or the vehicle repair center, all first-line service personnel on the site need to know; when the second-level customer (customer priority level parameter) 2) When visiting the vehicle sales outlet or the vehicle repair center, in addition to all the service personnel on site, the supervisor of the service personnel must also know; and when the third-level customer (customer priority parameter is 3), the vehicle sales are available. In the case of a store or a vehicle repair center, in addition to the above two types of personnel, the message should be further notified to the vehicle sales outlet or the highest level supervisor of the vehicle repair center. Under this architecture, when the first-level customer (the customer priority level parameter is 1) arrives, the identification information capturing device 3 transmits the identification information including the customer's face and/or the license plate as described above. When the module 11 is identified, the identification module 11 captures and outputs the identification feature information containing the customer's face and/or license plate. Then, the image comparison module 131 is compared. After the comparison is matched, the image comparison module 131 outputs the customer data corresponding to the customer identification data to the priority determination module 132. Since the customer important parameter corresponding to the customer data is 1, the priority judging module 132 determines, according to the customer priority level parameter, that the customer data is output to the customer priority level parameter corresponding to 1 (ie, the site is all In the user device 2 of the first line service personnel, the user device list information including the number of all the first line service personnel user devices 2 on the site is generated at the same time, and the customer information and the on-site all the first are included. The user device list information of the number of the line server user device 2 is output to the data output module 133. When the data output module 133 receives the customer data matching the comparison result and the user device list information including the number of all the first-line service personnel user devices 2, the network communication module 14 is controlled to The customer data of the matching result is pushed to all the first-line service personnel device 2 on site.

Similarly, when the third-level customer (customer priority level parameter is 3) visits the vehicle sales outlet or the vehicle repair center, the priority judgment module is 3 because the customer's important parameter corresponding to the customer data is 3. 132 will determine the customer information to be output to all first-line service personnel, service personnel supervisors and the vehicle according to the customer priority level parameter. In the user device 2 of the sales outlet or the highest-level supervisor of the vehicle repair center (the customer priority level parameter is 3), the corresponding user device list information is generated at the same time, and the customer data and the user device are generated. The list information is output to the data output module 133. After the data output module 133 receives the customer data matching the comparison result and the user device list information, it will control the network communication module 14 to push the customer data of the matching result to the site. The first-line service personnel, the supervisor of the service personnel, and the user device 2 of the vehicle sales outlet or the highest-level supervisor of the vehicle repair center.

Further, as shown in FIGS. 4A, 4B, and 4C, the message pushed by the customer service assistance system 1 to the user device 2 may be in at least two forms. One of them can display the photo and name of the customer in the message and notify the user of the visit of the customer, as shown in FIG. 4A, and can also display the time of the customer's previous visit and the customer's preference. The advantage of this approach is that it allows field service personnel to quickly learn the most basic information of the visiting customer and the key items of the service.

Alternatively, as shown in FIG. 4B and FIG. 4C, only the photo and name of the customer are displayed in the message to be notified to notify the user of the visit, and a more detailed customer information is attached. Hyperlink URL. The user can connect back to the webpage containing other detailed customer data via this hyperlink website, as shown in FIG. 4D. In this way, the user can know more detailed information about the customer, such as the time of the previous three visits, the details of the previous visit, and the details of the customer's preferences. In this way, in addition to knowing the basic information of the visiting customer, the user can further know the detailed customer information through the customer profile page, so that the user can be personalized for the customer's preferences or needs.

In addition, the data analysis module 13 can further include a data input module 134. When the visiting customer is a new customer (that is, the result of the comparison between the data analysis module 13 and the image comparison module 131 is that none of the customer information stored in the customer data storage module 12 is met), the field service personnel The basic information of the new customer (including but not limited to customer photos, customer name, license plate number), date of visit, service content and/or consumption preferences may be selected to be input into the customer service assistance system 1 by the user device 2. . When the data input module 134 receives the new customer data input by the user device 2, the new customer data is written into the customer data store. Stored in module 12. In this way, the next time the customer visits, the on-site service personnel can immediately know the basic information of the customer.

In addition, the customer service assistance system 1 can also be connected to another customer information system (or database) C, and the customer information system C can be the same vehicle sales outlet or vehicle repair center manufacturer or the vehicle sales outlet or vehicle. A customer database established by the original factory of the vehicle sold by the repair center. By means of the communication connection of the customer data system (or database) C, the customer data storage module 12 of the customer service assistance system 1 can be stored in the customer data storage periodically or synchronously according to the customer data stored in the customer information system C. Customer information in module 12 to synchronize customer data and maintain customer information in the latest state.

In summary, the customer service assistance system 1 according to the present invention has a data analysis module 13, an identification module 11, and a customer data storage module 12 that are communicatively connected to each other, so that the field service personnel can be operated during the operation. (user) knows who the visiting customer is by the user device 2, and does not have to ask each visiting customer one by one to know, in order to save work time and improve the quality of the service; and because of the pushed customer information The customer's preference information (that is, the "precautions" that can be known to the field service personnel) can be included, so the on-site service staff can further know the customer's consumption preferences, potential needs, and consumption history information. In addition, since the data analysis module 13 can optionally include the priority determination module 132, when it receives the customer data transmitted from the image comparison module 131, it will be based on the customer in the customer data. The priority parameter determines whether the customer data is to be output to those user devices 2. In this way, the service provider can decide which level of the receptionist needs to be served by the customer who needs special attention, thereby providing a more personalized service content.

The above is intended to be illustrative only and not limiting. Any equivalent modifications or alterations to the spirit and scope of this creation shall be included in the scope of the appended patent application.

1‧‧‧Customer Service Assistance System

11‧‧‧ Identification Module

111‧‧‧Face recognition module

112‧‧‧ License Plate Identification Module

12‧‧‧Customer Data Storage Module

13‧‧‧Data Analysis Module

131‧‧‧Image comparison module

132‧‧‧Priority judgment module

133‧‧‧ Data Output Module

134‧‧‧Data input module

14‧‧‧Network communication module

2‧‧‧User device

3‧‧‧ Identification information capture device (photographic device)

Claims (11)

A customer service assistance system is implemented in a computer host and is used in conjunction with a plurality of user devices. The customer service assistance system includes: an identification module that receives an identification information and outputs an identification feature information accordingly. a customer data storage module storing a plurality of customer information, each customer information including a customer identification data and a corresponding customer priority level parameter; a data analysis module, the identification module and the customer data storage module The data analysis module receives the identification feature information outputted by the identification module and accesses the plurality of customer information, and the data analysis module compares the identification feature information with the plurality of customer identification data When the identification feature information meets any customer identification data, the data analysis module outputs the customer data according to the customer priority parameter corresponding to the customer identification data; and a network communication module, Receiving the customer data that is matched by the data analysis module and matching the same, and matching the User data to be pushed to the plurality of user devices. The customer service assistance system of claim 1, further comprising: at least one camera device configured to receive or capture the identification information, and transmit the identification information to the identification module. The customer service assistance system as described in claim 1 wherein the customer identification data is selected from the group consisting of: biometric information, a license plate information, and a combination of the foregoing. The customer service assistance system as described in claim 3, wherein the biometric information is selected from the group consisting of: facial recognition information, a fingerprint information, an iris information, and a voice information. And any combination of the foregoing information. For example, the customer service assistance system described in claim 1 of the patent scope, wherein each customer information further includes a customer preference information. The customer service assistance system of claim 1, wherein the identification module comprises a face recognition module and a license plate recognition module. For example, the customer service assistance system described in claim 6 wherein the face recognition module captures and outputs a face recognition information from the identification information. For example, the customer service assistance system described in claim 6 wherein the license plate recognition module captures and outputs a license plate identification information from the identification information. The customer service assistance system of claim 1, wherein the data analysis module comprises: an image comparison module, receiving the identification feature information, and accessing the plurality of customer information, and the image comparison mode Comparing the identification feature information and the plurality of customer identification data, when the identification feature information conforms to any customer identification data, the image comparison module outputs the customer data according to the matching customer identification data; The priority judging module receives the customer data corresponding to the comparison result outputted by the image matching module, and determines the output according to the customer priority parameter corresponding to the matching customer identification data. And outputting a corresponding user device information; and a data output module, receiving the customer data corresponding to the comparison result and the corresponding user device information, and matching the matching result The customer data is output to the network communication module, and the network communication module is pushed to the corresponding one according to the corresponding user device information. Some user devices. The customer service assistance system of claim 9, wherein the data analysis module further comprises: a data input module, receiving at least one new customer data input by the user devices, and the new customer The data is written into the customer data storage module. The customer service assistance system as described in claim 9 is further connected to a customer data system, and the customer data storage module periodically updates the customer information according to the customer data system.