JP2004227228A - Order accepting system by portable telephone - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a system for confirming the owner principal of a portable telephone, and for making an order accepting operator registered for each customer in advance accept an order and purchase consultation by the portable telephone. <P>SOLUTION: This system is constituted of a private branch exchange 11, a Web server 12, an LAN 14, a voice order management server 20, a database server 30, operator terminal equipment 13 and a telephone set 13a. The database server 30 is provided with at least a member database 31 having a customer information file 32 and a telephone order accepting file 33, an order reception information database 34 and a point card database 35. This system is also provided with a means for accepting an incoming call from the portable telephone of a customer, for retrieving a customer information file based on transmitter number notification, and for connecting the customer with an operator in charge registered in advance, and for displaying the customer information on the operator terminal equipment. <P>COPYRIGHT: (C)2004,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a telephone order receiving system that enables identification of a person, confirmation of settlement, and selection of a response operator using a caller number notification function of a mobile phone.
[0002]
[Prior art]
In the past, telephone shopping was performed in which the order was made from a landline telephone in the place of residence. In this order reception, it is a condition that the telephone number is a fixed telephone installed under a contract with a specific address. Due to this restriction, there is an inconvenience that an order cannot be made at a time other than at home at the place of residence. In addition, many consumers, such as students who have not made contracts other than mobile phones and those who are transferred alone, are unable to place telephone orders.
[0003]
Conventionally, for a product order using a mobile phone with an Internet connection function, the registered member is confirmed from the phone number obtained by the mobile phone's telephone number notification function, and the product is entered by entering a number key on the mobile phone's Internet screen. A product order receiving system has been developed in which the user receives an order number or receives a number voice for an automatic voice response and receives an order by voice recognition (Patent Document 1).
[0004]
These telephone ordering systems have the effect of reducing sales costs by allowing the dealer to automate the response and enable unattended response.On the other hand, users have the advantage of being able to place orders from anywhere. There is a major drawback in that it is not possible to receive consultation on purchase such as advice on selection of a desired product or check on stock. For this reason, it is impossible to receive advice on purchasing a product without spending precious time, visiting a store and meeting with a salesperson.
[0005]
On the other hand, it has become a sales issue for retailers to improve customer satisfaction and make continuous purchase customers even for telephone order customers who cannot see their faces. For this reason, in the conventional telephone call center system, a pre-registered member name is searched from the telephone number obtained by the caller ID notification function, and the name is synthesized and a queuing announcement is transmitted, or the name of the caller is transmitted. Incoming call control using a caller number or customer code in a call center that assists the operator in responding to the operator by notifying the waiting time and the number of times of connection and notifying the operator of the incoming call notification connection by voice synthesis (Patent Document 2).
[0006]
According to the incoming call control method, it is possible to confirm and respond to the customer who has ordered the telephone by checking the customer information including the customer name at the incoming call stage, so that the content of the dialogue can be changed according to the situation. However, since the conventional call center is automatically connected to a vacant telephone operator, the customer has a problem of being connected to a different reception operator every time a telephone order is placed.
[0007]
[Patent Document 1]
JP-A-2002-170001 (pages 2, 3, and 4; FIG. 1)
[Patent Document 2]
JP-A-2000-101722 (pages 2, 3, 4; FIG. 1)
[0008]
[Problems to be solved by the invention]
The present invention has been made in view of such a problem, and confirms the identity of a mobile phone holder for a registered customer, and an order reception operator registered in advance for each customer uses the mobile phone to perform an order reception. It is an object of the present invention to provide a mobile phone order reception system that can receive an order and a purchase consultation.
[0009]
[Means for Solving the Problems]
In order to solve the above problem, a mobile phone order receiving system according to the first aspect of the present invention is a telephone order receiving system for receiving a product purchase order by voice communication from a mobile phone and arranging a shipping order. A private branch exchange having a private line connection control function, a WEB server for receiving membership registration from a customer terminal, a voice order management server for managing order reception processing from a customer's mobile phone, and a registered customer of a member A database server having at least a member database in which information is recorded, a telephone order reception file provided in the member database and recording order reception management information, and an order information database for transferring order information to the sales management business processing system. The voice order management server is configured to be a member from a customer terminal via the Internet. New member registration means for accepting a recording request and registering it in the member database, and automatically receiving a request for a telephone order by mobile phone from a pre-registered customer Confirm that the owner is the applicant and register the confirmation result in the customer information file of the member database, and register the mobile phone number and member code in the mobile number / member correspondence table of the telephone order reception file. Means for confirming the identity of the person carrying the portable telephone, and means for registering a responsible operator for searching a telephone order reception file, automatically selecting a pre-assigned operator in charge from a group of telephone order reception operators, and recording the responsible operator code in the customer information file. When an order call is received from a member customer, caller ID notification data is received from the private branch exchange. Then, the mobile phone number / member code correspondence table is searched from the mobile phone number, the customer information including the customer / purchase history is displayed on the terminal with a telephone of the operator in charge assigned to the member, and the incoming call is notified. Operator search and connection means, and the operator responds to the customer by voice, performs product explanation, purchase consultation, and inventory check as necessary, accepts the order content desired by the customer, and inputs it to the order reception screen to receive order information. Order acceptance / shipment instruction means for registering orders and shipping instructions by registering in the database, and settlement instruction means for confirming and registering the customer's choice of point use, account transfer or credit card settlement method hope It is characterized by having.
[0010]
According to the present invention, in response to a service application for product purchase / purchase consultation on a mobile phone from a customer registered in advance or a customer registered as a new member, it is confirmed in advance that the owner is the mobile phone owner. Is connected to the telephone order reception operator assigned at the time of ordering or purchasing consultation from a mobile phone, so that the same operator can respond to customers at any time. For this reason, member customer correspondence can be appropriately performed, and customer satisfaction can be improved. In addition, since the customer is always the same person in charge, it is possible to easily consult the purchase.
[0011]
The invention according to claim 2 is the mobile phone order receiving system according to claim 1, wherein the voice order management server selects an operator in charge of the customer from a group of telephone order receiving operators by the operator in charge registering means. At this time, a mail for notifying the name of the operator in charge is automatically transmitted to the customer terminal of the customer via the Internet.
[0012]
According to the present invention, a customer can know in advance a reception operator who responds to an order from a mobile phone. For this reason, when the person in charge is determined as the customer customer, the customer satisfaction is satisfied and the telephone order can be made with confidence.
[0013]
According to a third aspect of the present invention, in the mobile phone order receiving system according to the first or second aspect, the voice order management server outputs a response voice for confirming an order content and a settlement method of the customer in the telephone order receiving database. Order confirmation voice recording means for recording in a voice table, and order voice confirmation means for searching the order confirmation voice table and confirming customer order content by voice when there is an inquiry from the customer for order confirmation / article mistransmission. It is further characterized by comprising:
[0014]
According to the present invention, it is possible to confirm a response conversation and to clarify the truth of a mistake when a trouble such as a mistake in a voice order or a misunderstanding or a wrong confirmation occurs due to a voice order. For this reason, it is possible to reliably take measures for preventing errors in dealing with customers, and to minimize troubles caused by receiving telephone orders.
[0015]
According to a fourth aspect of the present invention, in the mobile phone order receiving system according to the first aspect, the payment instruction means instructs immediate shipment when a payment by a point or a payment by a credit card is selected, and the member customer can make a financial order. When the institution transfer is selected, it is linked with the electronic banking system to search for the order receipt number attached to the transfer notification from the financial institution, automatically confirm payment, and instruct shipping.
[0016]
According to the present invention, if payment with a point card or a credit card is selected, it is possible to order goods by arranging shipping on the same day. If payment is selected, delivery will be arranged on the payment confirmation date of the financial institution.
[0017]
According to a fifth aspect of the present invention, in the mobile phone order receiving system according to the first aspect, the responsible operator search and connection means includes a callback including a responsible person name and a customer name when the responsible operator is dealing with a first-come-first-served customer. And transmitting a synthesized voice message to the effect that the incoming call is to be received, and registering the reception hold record in the terminal of the operator in charge, and when the operator in charge has finished dealing with the first-come-first-served customer, there is further provided an incoming call record / hold notification means to be displayed on the terminal of the operator in charge. It is characterized by having.
[0018]
According to the present invention, when an operator in charge assigned in advance to each customer is responding to a first-come-first-served telephone call, a message such as “I will wait” is transmitted, and the customer is called back by calling back. Can be eliminated. Responsible actions can be taken by giving the name of the person in charge along with the name of the customer in the message.
[0019]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, an embodiment of the present invention will be described with reference to the drawings. FIG. 1 is a block diagram showing a configuration of a mobile phone order receiving system 10 according to an embodiment.
[0020]
The mobile phone order receiving system 10 includes a private branch exchange 11 and receives a call from the mobile phone 1 of the customer via the mobile phone base station 4 and the public network 5. In addition, a web server 12 is provided, and can be connected to a customer terminal 2 such as a personal computer and a computer 3 of a card settlement institution via the Internet.
[0021]
The mobile phone order receiving system 10 includes a private branch exchange 11, a voice order management server 20 connected to the Web server 12 via the LAN 14, and a database server 30. A plurality of operator terminals 13 of telephone order reception operators are connected to the LAN 14. Each operator terminal 13 is provided with a telephone 13a connected from the private branch exchange 11 to a voice communication line, and the telephone 13a and the terminal 13 are connected by a voice monitor terminal.
[0022]
The database server 30 includes at least a member database 31, an order information database 34, and a point card database 35. The member database 31 includes a customer information file 32 and a telephone order reception file 33.
[0023]
The customer information file 32 records at least personal information including the address, name, mail address, and telephone number of the member customer. In this embodiment, the customer information file 32 further includes a mobile phone number, a mobile phone ordering request flag, and a telephone order reception. The operator code number is recorded.
[0024]
The telephone order reception file 33 includes a mobile phone / member correspondence table 33a in which the mobile phone number of the member who has requested the mobile phone order and its member code are recorded, and the code number and name of the responsible operator and the responsible operator in which the responsible category is recorded. A group table 33b and an order confirmation voice table 33c for recording voice at the time of receiving an order reception response are provided.
[0025]
The order information database 34 is for inputting and recording the contents of orders received by the present system. The inputted order contents are accessed from a sales management business processing system (not shown), and sales for carrying out shipping / sales / payment management. This is a file that transfers order information to the management system.
[0026]
The point card database 35 records a point card number issued to a customer who has purchased at a store or on the Internet, and a point total that is added each time a product is purchased.
[0027]
Next, each function of the voice order management server 20 will be described. The voice order management server 20 includes a new member registration unit 21, a portable owner identification unit 22, a responsible operator registration unit 23, a responsible operator search connection unit 24, an order receiving / shipping instruction unit 25, and a settlement instruction unit 26, an incoming call recording / holding notifying means 27, an order confirmation voice recording means 28, and an order voice confirmation means 29.
[0028]
The new member registration means 21 registers customer personal information including its address, name, e-mail address, and telephone number by receiving a membership registration application from the customer terminal 2. In addition, we accept payment credit numbers and point card numbers, and when a payment credit card is entered, check the card number and expiration date on the computer of the card payment institution via the Internet or a dedicated line, and enter the point card number. If it is done, the point card database 35 is searched to confirm the accumulated points, and the customer is registered in the customer information file 32 as a new member.
[0029]
The mobile phone owner identification means 22 automatically sends a call to the input mobile phone number when a mobile phone number is input from a new member registration or a member who has already been registered, and an order request is input from the mobile phone. Confirm that the owner of the mobile phone is the applicant. Then, the result of the confirmation is registered in the customer information file 32 of the member database 31, and the mobile phone number and the member code are registered in the mobile number / member correspondence table 33a of the telephone order reception file 33.
[0030]
The in-charge operator registration means 23 is a process which is automatically performed following the above-mentioned portable person identification means 22, and searches the in-charge operator group table 33b to find a pre-assigned customer in-charge operator from the table. It is automatically selected and recorded in the corresponding customer information in the customer information file 32. At this time, if the e-mail address of the customer is registered, an e-mail for notifying the operator in charge is transmitted to the customer terminal 2.
[0031]
When receiving the order call from the member customer, the responsible operator search connection means 24 receives the caller ID notification data from the private branch exchange 11, searches the mobile phone number / member code correspondence table 33a from the mobile phone number, and The operator in charge is read out from the customer information file 32 together with the customer information by the code, the customer information including the customer / purchase history is displayed on the operator terminal 13 with telephone of the operator in charge assigned to the member, and the telephone is notified of the incoming call. I do.
[0032]
The order reception / shipment instructing means 25 is such that the operator in charge responds to the customer by voice, performs product explanation / purchase consultation / stock check as necessary, receives the order contents desired by the customer, and inputs an order reception screen. By registering in the order information database 34, an order registration / shipment instruction is issued.
[0033]
The payment instructing means 26 confirms the customer's selection of point use, a bank transfer or a credit card request, and inputs the received information into the order reception screen and registers it in the order information database 34. In this case, when the use of points is selected, the total point balance of the point card database 35 is checked, and the purchase price is entirely or partially input within the range. When credit card payment is selected, the expiration date of the card is confirmed.
[0034]
The incoming call recording / holding notifying means 27, when the responsible operator search connection means 24 accepts a telephone call from a customer, calls back including the responsible person name and the customer name when the responsible operator is dealing with a first-come-first-served customer. And a registration hold record is registered in the terminal 13 of the responsible operator, and displayed on the responsible operator terminal 13 when the responsible operator finishes dealing with the first-come-first-served customer. This allows the operator in charge to call the mobile phone of the recorded caller number and to make an order / purchase consultation.
[0035]
The order confirmation voice recording means 28 records the order confirmation voice table 33c by the operator in charge inputting it to the operator terminal 13 from the voice monitor terminal of the telephone 13a.
[0036]
The order voice confirming means 29 confirms the customer's order by voice by searching the order confirmation voice table 33c. With this means 29, it is possible to confirm a telephone conversation response when a customer inquires about order confirmation / article mistransmission.
[0037]
FIG. 2 is a flowchart showing the flow of business in this embodiment, and shows the flow of member registration and telephone order registration.
[0038]
First, a membership registration request from a customer terminal of a new customer is received and registered in the membership database. At this time, if an order from a mobile phone number or a mobile phone is desired, the user inputs them (S1).
[0039]
A registration of a mobile phone number and a request for a telephone order is newly received from a customer who has already been registered as a member (S2).
[0040]
Then, the mobile phone number and the presence or absence of a telephone order are determined. If there is an order, the process proceeds to S4, and if there is no order, the process ends (S3).
[0041]
In S4, a call is automatically sent to the registered mobile phone number, and it is checked whether or not the mobile phone holder is the applicant. If there is no mistake, the result of the check is registered in the customer information file. At this time, it is informed that the identity confirmation at the time of ordering the telephone is performed by notifying the caller ID, and it is described in advance that the caller ID is not notified at the time of ordering the telephone.
[0042]
As described above, after the identification is confirmed, it is automatically registered in the mobile number / member correspondence table (S5).
[0043]
Subsequently, the responsible operator group table is searched, a responsible operator is selected by a predetermined assignment method, and registered in the customer information file (S6). In the assignment of the operator in charge, an assignment rule that refers to customer information such as the age, address district, gender, and purchase history of the customer can be set.
[0044]
Next, a mail notifying the name of the operator in charge is automatically generated and transmitted to the customer terminal (S7). In the flow of S1 to S7 described above, an application is received from a customer member desiring a telephone order in advance, the owner of the mobile phone is confirmed, and the process waits for the flow of order reception shown in FIG.
[0045]
FIG. 3 is a flowchart showing a flow of receiving a telephone order. First, a private branch exchange receives an incoming call from a customer's mobile phone (S8).
[0046]
Then, the caller ID is obtained from the private branch exchange, and the mobile number / member correspondence table is searched (S9). The registration is confirmed (S10), and if it is registered, it is determined that it is a telephone ordering member, and the process proceeds to S12. If it has not been registered, it connects to the non-member acceptance telephone, and if it is desired to make a telephone order, it gives guidance on the telephone order member registration method and ends (S11).
[0047]
In S12, the customer information file is read from the member code, and the customer information is displayed on the operator terminal in charge. Subsequently, a connection control signal to the operator telephone in charge is transmitted to the private branch exchange (S13).
[0048]
The private branch exchange determines whether or not the operator's telephone is busy. If the operator's telephone is available, the process proceeds to S17 (S14). On the other hand, when the operator in charge is busy, a synthesized voice message including the name of the person in charge and the name of the customer is generated and transmitted. For example, tell them to call back according to the content such as "Sorry XX, XX in charge. I'm in a call now, so I'll call you as soon as it's over. Please hang up and wait a while." (S15) . After finishing the first call, the responsible operator looks at the hold screen and calls the customer's mobile phone again (S16).
[0049]
The operator in charge accepts the purchase consultation / order from the customer by responding to the customer through the telephone, and registers the result in the order information database from the order reception screen (S17).
[0050]
As a settlement method of the purchase price, the user checks and registers the use of a point card, a credit card, a bank transfer, or a COD delivery (S18).
[0051]
Next, it judges whether it is an account transfer, and moves to S20 in the case of point settlement, credit settlement or cash on delivery, and moves to S21 in the case of account transfer (S19).
[0052]
If payment is made at the time of point settlement or credit settlement that can be settled immediately, or at the time of delivery (COD), an instruction for shipping on the same day is issued (S20).
[0053]
In the case of an account transfer, the payment instruction from the sales management system linked with the electronic banking system is confirmed and a shipping instruction is issued (S21).
[0054]
【The invention's effect】
According to the present invention, it is confirmed in advance that the user is the owner of the mobile phone, and thereafter, when ordering or consulting for purchase from the mobile phone, the user is connected to the telephone order reception operator assigned at the time of application, so the same operator is always used. Can respond to customers. For this reason, member customer correspondence can be appropriately performed, and customer satisfaction can be improved. Further, since the customer is always the same person in charge, the customer can feel free to consult for purchase.
[0055]
Furthermore, when the operator in charge is congested, a response can be returned without waiting and a callback can be made. Further, since the response voice is recorded, an appropriate preventive measure can be taken when a trouble occurs.
[Brief description of the drawings]
FIG. 1 is a block diagram showing a configuration of a mobile phone order receiving system according to an embodiment of the present invention.
FIG. 2 is a flowchart showing a flow of business, showing a flow of member registration and telephone order registration.
FIG. 3 is a flowchart showing a flow of receiving a telephone order.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 1 Customer mobile telephone 2 Customer terminal 3 Computer of card settlement organization 4 Mobile telephone base station 5 Public line network 6 Internet 10 Mobile telephone order reception system 11 Private branch exchange 12 Web server 13 Operator terminal 13a Telephone 20 Voice order management server 30 Database Server 31 Member database 32 Customer information file 33 Telephone order reception file 34 Order information database 35 Point card database

Claims (5)

A telephone order receiving system that receives a product purchase order from a mobile phone by voice call and arranges shipping,
A private branch exchange having a caller ID notification function and a private line connection control function, a WEB server for accepting a membership registration from a customer terminal, a voice order management server for managing order reception processing from a customer's mobile phone, A member database in which customer information of registered members is recorded, a telephone order reception file provided in the member database and recording order reception management information, and an order information database for transferring order information to the sales management business processing system. And at least a database server
The voice order management server, a new member registration means for receiving a member registration request from the customer terminal via the Internet and registering the request in a member database,
When a request for a telephone order by mobile phone is received from a customer registered in advance, a call is automatically sent to the registered mobile phone number, and the result of confirming that the owner of the mobile phone is the applicant is confirmed Mobile phone identification means for registering the mobile phone number and the member code in the mobile phone number / member correspondence table of the telephone order reception file, while registering the mobile phone number and the member code in the customer information file of the member database;
A responsible operator registering means for searching a telephone order reception file, automatically selecting a pre-assigned operator in charge from a telephone order reception operator group, and recording a responsible operator code in a customer information file;
When an order call is received from a member customer, caller ID notification data is received from the private branch exchange, the mobile phone number is searched for the mobile number / member code correspondence table, and the operator assigned to the member is An operator search connection means for displaying customer information including customer / purchase history on a terminal with a telephone and notifying an incoming call;
The operator in charge responds to the customer by voice, explains the product, purchases consultation, and checks the stock if necessary, accepts the order desired by the customer, inputs it to the order reception screen, registers it in the order information database, and receives the order Order reception / shipment instruction means for registering / shipping instructions,
A mobile phone order receiving system, comprising: a payment instruction means for confirming and registering a customer's selection of point use, an account transfer or a credit card payment method request. The voice order management server, when the responsible operator of the customer is selected from the telephone order receiving operator group by the responsible operator registration means, sends a mail notifying the responsible operator name to the customer terminal of the customer via the Internet. The mobile phone order receiving system according to claim 1, wherein the mobile phone order is automatically transmitted. The voice order management server includes an order confirmation voice recording means for recording a response voice for confirming the order content and the settlement method of the customer in an order confirmation voice table of the telephone order reception database, and an inquiry from the customer for order confirmation / article mistransmission. 3. The mobile phone order receiving system according to claim 1, further comprising an order voice confirming means for retrieving said order confirmation voice table and confirming customer order contents by voice when there is a request. The settlement instructing means instructs immediate shipment when the settlement by point or the settlement by credit card is selected, and when the member customer selects the transfer of the financial institution, the transfer from the financial institution is linked with the electronic banking system. 2. The mobile phone order receiving system according to claim 1, wherein the order receiving number attached to the notification is searched, the automatic payment is confirmed, and a shipping instruction is issued. The responsible operator search connection means transmits a synthetic voice message indicating that the responsible operator and the customer name are to be called back when the responsible operator is dealing with a first-come-first-served customer, and records a reception hold record on the terminal of the responsible operator. 2. The mobile phone order receiving system according to claim 1, further comprising an incoming call recording / holding notifying means for registering and displaying on the operator terminal when the operator in charge has finished dealing with the first-come-first-served customer.

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