JP2010097611A - Interactive service method and interactive service system connecting security networks - Google Patents

Interactive service method and interactive service system connecting security networks Download PDF

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Publication number
JP2010097611A
JP2010097611A JP2009237338A JP2009237338A JP2010097611A JP 2010097611 A JP2010097611 A JP 2010097611A JP 2009237338 A JP2009237338 A JP 2009237338A JP 2009237338 A JP2009237338 A JP 2009237338A JP 2010097611 A JP2010097611 A JP 2010097611A
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service
customer
remote
user
customer center
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Pending
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JP2009237338A
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Japanese (ja)
Inventor
Chun Ping Tsou
鄒純平
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Taiwan Secom Co Ltd
中興保全股▲分▼有限公司
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Priority to TW97139443A priority Critical patent/TW201015930A/en
Application filed by Taiwan Secom Co Ltd, 中興保全股▲分▼有限公司 filed Critical Taiwan Secom Co Ltd
Publication of JP2010097611A publication Critical patent/JP2010097611A/en
Pending legal-status Critical Current

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Abstract

<P>PROBLEM TO BE SOLVED: To provide an interactive service method for improving a service providing method and an interactive service system that connects security networks. <P>SOLUTION: In the interactive service method and the interactive service system that connects the security networks, a user operates an interface menu displayed in a television by a remote controller and outputs a service request to a remote customer center. The remote customer center checks the request with a public telephone network after receiving the request and then, provides the user with an entity service. After completing provision of the entity service, mobile communication equipment reports a service result to the remote customer center to check service completion. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a network service, and more particularly to an interactive service method and an interactive service system combined with a security network.

  A conventional method of acquiring an actual service on a network is a method of connecting to the Internet with a computer and then connecting to a service provider's home page to view a list of each service. When the user finds the necessary service, the user can issue the necessary command, input personal authentication data, and receive provision of the actual service from the service provider.

  However, if the user makes a request in the above process and notices a mistake in the request after entering the personal authentication data, or if there is a mistake in the personal data, it cannot be discovered in a timely manner, Often it is only noticed when it is delivered to the wrong spot. In addition, the service provider cannot keep track of whether the actual service has been delivered to the service point in time, which is a problem for the service provider and the user.

  In view of the above problems, an object of the present invention is to provide an interactive service method that improves a service provision method and an interactive service system that combines a security network.

  In order to achieve the above object, the interactive service method of the present invention is used by a customer end security console user to obtain a remote customer center actual service, and generates an interface menu iconized in the customer end security console, Output via video output interface and display on TV. The customer-end security console and the remote customer center perform the data exchange process over the Internet and establish the transmission of network data flow. The customer-end security console displays service items in the form of icon menus by program design, and the user selects the interface menu of the service requested by a simple remote controller, and includes at least the aforementioned service items on the interface menu. The user operates the interface menu to select a required service item and transmits it to the required remote customer center service unit. The remote customer center sends a confirmation message to the customer end via the communication network to confirm the user's request. The remote service center dispatches a service dispatch unit to provide the actual service to the user, and causes the mobile communication device to report the service history to the remote customer center via the mobile communication network to confirm service delivery and service quality. . After service delivery is confirmed, the accounting unit records the cost in the user's account and records the service history in the customer relationship management unit.

  The interactive service system combined with the security network of the present invention includes a customer-end security console, a remote customer center, and a mobile communication device. The customer-end security console is used for monitoring the security status of the installation site and reporting to the security management center. Among them, the customer-end security console generates an iconized interface menu, outputs the interface menu to the TV, and remotely The control signal transmitted from the controller is received, and the user can operate the interface menu displayed on the television to select or execute the interface menu displayed on the television. The remote customer center provides service items and a customer end security console is connected to the remote customer center via the Internet and a public telephone network. Among them, the customer end security console and the remote customer center perform a handshake process over the Internet, establish the transmission of network data flow, let the customer end security console get the service items of the remote customer center, update the interface menu, At least the above-described service items are included on the interface menu. A request for the service item selected in the interface menu is sent to the remote customer center, and the remote customer center sends a confirmation message to the customer end via the communication network, confirms the request of the customer end user and uses the actual service to the user. To provide. The mobile communication device reports the service history to the remote customer center via the mobile communication network, and confirms service delivery and service quality. Among them, after confirming the service delivery, the remote customer center records the cost in the user's account and records the service history, and after each service confirmation, the points can be accumulated and exchanged for the benefit service.

  The new service system provided by the present invention performs the confirmation process before and after the service, so that the user can obtain service items according to the request, and the contents, efficiency, and quality of the service are more strictly and completely improved. It is advantageous for tracking the customer needs of the provider.

It is a system block diagram of the Example of this invention. It is a system block diagram of the Example of this invention. FIG. 2 is a schematic diagram illustrating the use of an embodiment of the present invention. 3 is a flowchart of the present invention.

  As shown in FIG. 1 and FIG. 2, the interactive service system combined with the security network according to the first embodiment of the present invention allows the user to connect to the remote customer center 200 with the customer-end security console 100 and perform an interaction, and to perform necessary services. To get.

  The customer end security console 100 is connected to a plurality of sensors, uses the sensors to monitor the security status of the installation site, and reports it to the security management center. The customer end security console 100 includes at least a control unit 110, a program memory 120, a random access memory 130, a module control interface 140, a video output interface 150, a remote control receiving module 160, and a communication module 170.

  The control unit 110 is a SoC controller (System-On-Chip Controller) and is used for execution of system programs and data processing. The program memory 120 can be a data storage device, and is used for storing and storing system programs and various data. After initialization, the control unit 110 reads the system program from the program memory 120 and reads each data to operate the customer end security console 100. Data that needs to be resident or is being processed is read into random access memory 130. The module control interface 140 is connected to the control unit and is used to handle the external input / output (I / O) work of the control unit 110, the video output interface 150, the remote control receiving module 160, the communication module 170, These sensors are connected to the control unit 110 via the module control interface 140.

  The video output interface 150 is connected to the control unit 110 via the module control interface 140. Among them, the control unit 110 can generate an iconized interface menu and output it to the television 300 via the video output interface 150 so that the interface menu is displayed on the television 300. The standard of the video output interface 150 can include a VGA terminal, an RF terminal, an AV terminal, an S terminal, a color difference terminal, an HDMI terminal, and the like according to the standard of the video input standard terminal of the television 300.

  The remote control receiving module 160 is connected to the control unit 110 via the module control interface 140 and is used to receive a control signal transmitted from the remote controller 180. The user operates the interface menu displayed on the television 300. Can do. The remote control receiving module 160 adopts IR, RF, Bluetooth communication protocol, etc., and the remote controller 180 transmits a corresponding control signal to be received by the remote control receiving module 160. A plurality of buttons are provided on the remote controller 180 and correspond to different control commands. The user operates the remote controller 180 to cause the remote controller 180 to transmit a control signal to the remote control receiving module 160, generate a corresponding control command, control the customer end security console 100, and display it on the television 300. Selected interface menu can be selected or executed.

  The communication module 170 is connected to the control unit 110 via the module control interface 140, and connects the control unit 110 to the Internet, a public telephone network, and a security dedicated line. Among them, the security status is transmitted to the management center via the security dedicated line or the public telephone network, and interacts with the management center. The control unit 110 of the customer end security console 100 uses the communication module 170 to establish a data flow connection with the remote customer center 200 via the Internet, whereby the customer end security console 110 can acquire the data provided by the remote customer center 200. Like that. The Internet can be an optical fiber, a cable connection such as a general twisted pair cable ADSL, or a wireless connection such as WiFi, WiMAX, GPRS, and 3G.

  Further, as shown in FIGS. 1 and 2, the remote customer center 200 includes a service unit 210, a service dispatch unit 220, an accounting unit 230, and a customer relationship management unit 240. The service unit 210 is used to process information exchanged with the customer-end security console 100 and confirms the request of the user of the customer-end security console 100. The service dispatch unit 220 is used to manage the actual service, arranges the actual service to be delivered to the user of the customer end security console 100, and services at the user end of the customer end security console 100 with the mobile communication device 400. The history is transmitted to the service unit 210, and it is confirmed whether or not the actual service has been delivered and completed. The customer relationship management unit 240 is used to store the service target characteristics of each customer-end security console 100 user, such as the user ID, location, requested service, and requested time. The accounting unit 230 is used to record the cost of each service and is used for accounting for each user. The remote customer center 200 further includes an authentication authorization unit 250 and an information video streaming unit 260. The authentication authorization unit 250 is used to perform ID authentication of each customer, and the information video streaming unit 260 is used to establish a data flow including video. And is used for data exchange between the remote customer center 200 and the customer end security console 100.

  As shown in FIGS. 1, 2, 3, and 4, an interactive service system coupled with a security network is operated by a user of the customer-end security console 100 starting up the customer-end security console 100 as an iconized interface. A menu is generated, this interface menu is output from the video output interface 150 and displayed on the television 300, and the user operates the interface menu using the remote controller 180 as an input interface (S110).

  A data flow connection is established with the remote customer center 200 via the Internet, and the service unit 210 of the remote customer center 200 and the customer end security console 110 perform a handshake process to transmit a network data flow (S120). At the same time, the authentication authorization unit 250 confirms the identification ID of the customer end security console 100, and the service unit 210 acquires the corresponding customer characteristic data from the customer relationship management unit 240, and continuously updates it.

  After the data flow is established, the control unit 110 of the customer end security console 100 acquires the service item of the remote customer center, updates the interface menu, and includes at least the aforementioned service item on the interface menu (S130).

  The user of the customer end security console 100 operates the interface menu using the remote controller 180 as an input interface, selects a required service item, and transmits it to the required service unit of the remote customer center 200 (S140). The remote customer center 200 transmits a confirmation message to the user of the customer end security console 100 through the public telephone network, and confirms the request (S150).

  After confirming the request, the service unit 210 instructs the service dispatching unit 220 to provide the actual service to the customer end user (S160). When the actual service is completed at the customer end, or in the process of performing the actual service, the mobile communication device 400 transmits the service history to the service unit 210 of the remote customer center 200 via a mobile communication network such as WiFi, WiMAX, GPRS, 3G, etc. The service delivery is confirmed (S170). After confirming that the service has been delivered, the cost of the current service request is recorded in the account of each user in the accounting unit 230, and the current service is recorded in the customer relationship management unit (S180). Used to calculate equal benefits.

100 Customer Edge Security Console 110 Control Unit 120 Program Memory 130 Random Access Memory 140 Module Control Interface 150 Video Output Interface 160 Remote Control Reception Module 170 Communication Module 180 Remote Controller 200 Remote Customer Center 300 Television 400 Mobile Communication Device 210 Service Unit 220 Service Dispatch Unit 230 Account Processing Unit 240 Customer Relationship Management Unit 250 Authentication Authorization Unit 260 Information Video Streaming Unit

Claims (10)

  1. An interactive service method that can be used by a customer-end security console user to obtain a remote customer center entity service,
    Generating an interface menu iconified by the customer end security console, outputting it via a video output interface, and displaying it on a television;
    The customer end security console and the remote customer center performing a data exchange process over the Internet to establish transmission of network data flow;
    The customer end security console obtaining the service item of the remote customer center to update the interface menu and including at least the service item on the interface menu;
    Operating the interface menu to select the required service items and sending a request to the service unit at the remote customer center;
    The remote customer center issues a confirmation message over the public telephone network to the customer end to confirm the user request;
    The remote customer center directs a service dispatch unit to provide an actual service to the user;
    Reporting a service history to the remote customer center via a mobile communication network at a mobile communication device and confirming service delivery;
    After confirming service delivery, the accounting unit records the cost in the user's account and records the service history in the customer relationship management unit;
    Including,
    Interactive service method.
  2.   The interactive service method according to claim 1, wherein the timing of reporting the service history is when the entity service is completed or during the process of providing the entity service.
  3.   The interactive service method according to claim 1, further comprising an authentication authorization unit, confirming the identification ID of the user, and acquiring corresponding customer characteristic data from the customer relationship management unit.
  4. An interactive service system combined with a security network,
    Including customer-end security console, remote customer center and mobile communication device,
    The customer-end security console monitors the security status of the installation site and reports it to a security management center, and the customer-end security console generates an iconized interface menu and outputs the interface menu to a TV. Receiving a control signal transmitted by the user, the user can operate the interface menu displayed on the television and select or execute the interface menu displayed on the television,
    The remote customer center provides service items, and the customer end security console connects to the remote customer center via the Internet and a public telephone network, and the customer end security console and the remote customer center perform a handshake process on the Internet. Performing a network data flow transmission to cause the customer end security console to acquire the service item of the remote customer center, update the interface menu, and include at least the service item on the interface menu; A request for the service item selected in the interface menu is sent to the remote customer center, and the remote customer center Issued to the customer end of the confirmation message by Shu telephone network, check the user's requirements of the customer end, providing entity service to the user,
    After the mobile communication device reports service history over the mobile communication network to the remote customer center to confirm service delivery and confirms service delivery, the remote customer center records the cost in the user's account. , And record service history,
    An interactive service system that combines security networks.
  5. The customer end security console is
    A control unit that executes system programs and processes data, and generates an iconized interface menu;
    A module control interface connected to the control unit for processing external input / output (I / O) work of the control unit;
    A video output interface connected to the control unit via the module control interface and outputting the interface menu to a television;
    The interface menu displayed on the television is connected to the control unit via the module control interface, receives a control signal transmitted from a remote controller, and operates a user interface menu displayed on the television. A remote control receiver module that allows you to select or execute
    A communication module that connects to the control unit via the module control interface and connects the control unit to the remote customer center.
    An interactive service system combined with the security network according to claim 4.
  6. The customer end security console further comprises: a program memory for storing the system program and the data; and a random access memory used for reading resident and processing data;
    After the initialization of the control unit, the system program and the data are read from the program memory, and the resident and processing data is read into the random access memory.
    An interactive service system combined with the security network according to claim 5.
  7.   The interactive service system combined with a security network according to claim 6, wherein the program memory is a data storage device, and is used to store and record a system program and each data.
  8.   6. The interactive service system combined with a security network according to claim 5, wherein the communication module is used for connecting the control unit to the Internet, a public telephone network, or a security leased line.
  9. The remote customer center
    A service unit for processing information exchanged with the customer end security console and confirming the request of the customer end security console;
    A service dispatch unit that manages the entity service and arranges delivery of the entity service to the customer-end security console;
    An accounting unit that records the cost of each service and handles the accounting of the customer end security console user;
    A customer relationship management unit that stores the characteristics of each user's service target,
    An interactive service system combined with the security network according to claim 4.
  10. The remote customer center further includes
    An authentication authorization unit for performing user ID authentication of the customer end;
    An information video streaming unit that establishes a data flow and causes the remote customer center and the customer end security console to exchange data;
    An interactive service system combined with the security network according to claim 9.
JP2009237338A 2008-10-14 2009-10-14 Interactive service method and interactive service system connecting security networks Pending JP2010097611A (en)

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TW97139443A TW201015930A (en) 2008-10-14 2008-10-14 Interactive service method and interactive service system integrated to security service network

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JP2010097611A true JP2010097611A (en) 2010-04-30

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Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2002269204A (en) * 2001-03-08 2002-09-20 Mitsubishi Electric Corp Order receiving system for food and drink, and method and program for providing home delivery service of food and drink
JP2007235766A (en) * 2006-03-03 2007-09-13 Ntt Docomo Inc Multiple dwelling house visit system and multiple dwelling house visit method
JP2008079139A (en) * 2006-09-22 2008-04-03 Ict Solutions:Kk Interactive apparatus and interactive apparatus control method

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2002269204A (en) * 2001-03-08 2002-09-20 Mitsubishi Electric Corp Order receiving system for food and drink, and method and program for providing home delivery service of food and drink
JP2007235766A (en) * 2006-03-03 2007-09-13 Ntt Docomo Inc Multiple dwelling house visit system and multiple dwelling house visit method
JP2008079139A (en) * 2006-09-22 2008-04-03 Ict Solutions:Kk Interactive apparatus and interactive apparatus control method

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