KR100624531B1 - Mobile Text ARS System - Google Patents

Abstract

The present invention relates to a method of providing an automatic answering service by text to a mobile communication terminal user. When providing various services to a mobile communication terminal user through a call center operated by each enterprise or various service centers, the service is provided by text rather than voice. By providing the provisioning process and various information, it is possible to reduce the time and cost until the mobile terminal user finally obtains the desired information.

Mobile network. Wired Network. Mobile terminal. Call center. URL. SMS.

Description

How to provide automatic response service by text message to mobile terminal user {Mobile Text ARS System}

1 is a system configuration diagram for providing an automatic reply service by text to a mobile communication terminal user according to the present invention.

2 is an exemplary view of a screen of a wireless terminal connected to an automatic text answering system showing a process of obtaining information desired by a user.

-Explanation of symbols for the main parts of the drawings-

1: terminal 2: CDMA / GSM

3: PBX 4: Text Answering System

5: CID controller 6: SMS server

7: ITR server 8: Text message DB

9: editor 10: DB server

11: content server 12: UMS server

13: CTI Server 14: Mail Server

15: Agent

The present invention relates to a method for providing an automatic answering service by text to a mobile terminal user. In particular, the present invention provides a service providing procedure and various information by text rather than voice when providing various services to mobile communication terminal users through call centers operated by each enterprise or various service centers. The present invention relates to a method for providing a text answering service to a mobile terminal user, which can reduce the time and cost of obtaining information.

Recently, wireless Internet services have been rapidly developed away from being provided with Internet services using a terminal connected to a wired communication network such as a PC or a laptop. For example, a wireless modem may be installed in a terminal such as a PC or a notebook to provide various Internet services. In addition, as the capacity and processing speed of mobile phones and PDAs (Personal Digital Assistants) increases and speeds up, users can receive various Internet services regardless of location or time using wireless terminals such as mobile phones and PDAs that are easy to carry and move. Can be.

However, in order to provide wired and wireless Internet service, a user must connect wired and wireless terminals to a search engine and access various contents required by the search engine menu system or manually enter the URL of the content. Internet services provided by banks, corporations or various service centers can be provided.

In particular, when using a wireless terminal such as a mobile phone or a PDA, since a mobile phone or a PDA does not have various keys and is large like a wired terminal such as a PC or a notebook, it is inconvenient and mobile to enter a URL of a wireless Internet site that requires a large number or letters. The search engine provided by the service provider is a multi-level tree structure menu system, which requires a complicated process. In addition, many wireless terminal users often receive various services provided by banks, businesses, and various service centers instead of using text. In this case, the user needs a lot of time because the user has to repeat the process of listening and selecting several steps of voice until the desired information is obtained.

In addition, the announcement of the procedure to get the information the user wants is carried out once and passes, so the user remembers all of it and has difficulty in selecting the required item. To listen again, go back to the previous step or the beginning and start again. Call time is long because it has to.

Therefore, most wireless terminal users often make calls or request connection with counselors while listening to voice announcements provided by banks, businesses and various service centers. Even if you have a variety of information to provide to you, you will not be able to use it effectively, and you will have to spend a lot of money to run many counselors.

An object of the present invention is to provide a call center telephone number of a bank, a corporation, and various service centers without directly inputting URLs of a bank, a corporation, and various service centers. It is to be able to receive a variety of information provided by the letter.

In particular, an object of the present invention is to provide a short-term service provision procedure for obtaining information desired by the user in text, and to provide the following procedure and various information desired by the user according to the user's selection. Not only can you follow the service procedures provided by banks, businesses and various service centers, but you can also access the information you want. Banks, companies, and service centers can include counselors through the efficient operation of various facilities to provide information. To minimize the number of agents.

The method for providing an automatic answering service by text to a mobile terminal user according to the present invention is connected to a text answering system in real time through a wired or wireless communication network by inputting a call number of a bank, an enterprise, and various service centers to receive an information service. The first step of detecting the phone number of the user terminal by using the CID controller and providing it to the SMS server, if the user terminal is a wired terminal, the voice service system, if the wireless terminal, voice service and text service A second step of providing a voice message so that the user can select a service and allowing the user to select a desired service by using a key of the terminal; and a bank corresponding to the call number to be called when the user selects a text service. Along with the URLs of companies and service centers A third step of creating SMS data using a message and transmitting it to the user's terminal through a wired / wireless communication network; and when the terminal is connected to the ITR server through the wireless Internet at the request of the user who has confirmed the text message, the information requested by the user A fourth step of repeating the process of reading the text message about the procedure up to the service from the text message server and transmitting the text message to the user terminal to request the user's confirmation, receiving the user's confirmation result, and proceeding to the next procedure; The fifth step and the bank which connects the voice call with the counselor when the user requests the connection with the counselor during the process of proceeding to the user to obtain the desired information using the text service or after the process is completed. At the request of the user among the information provided by the enterprise and various service centers And the sixth step of reading the finally obtained information from the text message server and transmitting the information to the user terminal through the wireless Internet.

In the present invention, by analyzing the user's terminal phone number to distinguish the wired and wireless terminals, and in the case of a wired terminal connected to a voice service, in the case of a wireless terminal, voice guidance so that the user can select the voice response service and text response service by yourself It is desirable to provide an autoresponder service in text only to users who have selected and provided a text service.

In the present invention, the text message server is a database, the data consisting of the character information for explaining the process of providing the character information to the user and the data of the bank, enterprise and various service centers to be provided to the user It is desirable to enable additional changes and deletions through the editor connected to the text message server.

In addition, in the present invention, the user during the process of obtaining the desired information or after the process is completed, the user is preferably further provided with a step of requesting the agent connection or finally obtained information by fax or E-mail Do.

Hereinafter, the present invention will be described in detail.

Referring to FIG. 1, a system for providing an automatic answering service by text to a mobile terminal user according to the present invention includes a wired / wireless communication network such as a CDMA, GSM, PSTN, or the like. It is connected to various Internet content servers, such as a PBX (3) and automatic text answering system (4), so that telephone calls can be made through the Internet and Internet communication can be performed through the wireless Internet.

The PBX 3 has a CTI server 13 that oversees the general auto answering service and an agent 15 for direct call with a client who manages an auto answering service system including the corresponding CTI server 13. Are connected. In addition, the CTI server 13 is connected with an administrator, a UMS server 12 and a mail server 14 for providing information to a user, that is, a wired or wireless terminal user connected through a wired or wireless communication network. Here, the UMS server 12 is a server for transmitting information to the user in the form of FAX or SMS, and the mail server 14 is a server for transmitting information to the user in the form of e-mail.

In addition, the PBX (3) is connected to the automatic character answering system (4), the automatic character answering system (4) is composed of a CID modem, a memory, a control unit, etc. CID to read the telephone number of the user wireless terminal SMS server for creating SMS data by text message together with the controller 5 and URLs of banks, corporations and various service centers corresponding to the calling number to be called by the user, and transmitting them to the user's terminal through a wired or wireless communication network. (6) and an ITR server (Interactive Text Response server) 7, which is connected via a user terminal and a wireless Internet network so that information provided by banks, businesses, and various service centers can be provided as text. .

In addition, the ITR server 7 is connected to the DB server 10, the content server 11, and the text message server 8 and the editor 9, the DB server 10 and the content server 11 Is a server operated by a bank, an enterprise, or a service center that provides various types of information to the user. The text message server 8 and the editor 9 characterize the information provided by the DB server 10 and the content server 11. As a message, the administrator can arbitrarily add, delete, and correct various kinds of information constructed in the text message server 8 through the editor 9.

The present invention including the automatic text answering system (4) by the system configured as described above describes a process of providing information provided by a bank, an enterprise, and various service centers to a user of the terminal 1 by text.

First, when the user of the terminal 1 inputs a call number of a bank, an enterprise, or various service centers for which the user wants to receive information desired by voice or text, the terminal 1 receives the CDMA / GSM 2 and the PSTN, PBX. (3) is connected in real time to the text answering system 4 via a wired or wireless communication network. The user of the wireless terminal listens to a voice prompt to select a voice service (existing service) and a text service provided by voice and selects a desired service. When the voice service is selected, the service is connected to the voice service system to use the service. When the text service is selected, the service is connected to the text auto answering system implemented in the present invention to receive various services by text.

When the terminal 1 of the user is connected to the text answering system 4, the CID controller 3 confirms whether the user is a wireless terminal and then reads the user information, i.e., the telephone number of the terminal 1, when the wireless terminal is confirmed. Is stored in the customer database and connected to the text answering system to provide the user with a process to choose between voice service and text service through voice guidance. In this step, when the user selects a text service using the key of the terminal, the user reads from the CID controller 3 and provides the SMS server 6 with the telephone number of the terminal 1 of the user stored in the customer database. When the terminal user selects a voice service, information is provided by voice.

The type of the user's terminal (wireless terminal and wired terminal) is classified by analyzing the information of the user terminal read by the CID controller 3, that is, the telephone number of the wireless terminal 1.

The SMS server 6, which has received the telephone number of the user terminal 1 from the CID controller 5, is a bank corresponding to the telephone number inputted by the user by the key operation of the terminal 1, that is, the calling number that the user wants to call. In addition, the URL of the enterprise and various service centers are read from a database (not shown) and combined with a text message confirming the provision of a text service, and the SMS data is created and transmitted to the user terminal 1 through a wired / wireless communication network.

Here, the SMS server 5 has a database in which URLs corresponding to call numbers of banks, corporations and various service centers are stored, and the URL information stored in the database is always available at the request of the SMS server 5. It is configured to be transmitted to the terminal 1 of the user through a wired or wireless communication network. In addition, the URL information once received is stored in the user's terminal 1, and the terminal 1 immediately afterwards is connected to the ITR server 7, which is the text automatic response system 4, via the CDMA / GSM 2 and the wireless Internet network. Will be connected.

In other words, the SMS server 5 of the text answering system 4 determines whether the user obtains various information by the existing answering system or is provided with text.

Is to let the user choose. Of course, the user may request a call with the counselor even while receiving the automatic answering service.

When the user sees the text message transmitted from the SMS server 5 and selects that he / she will be provided with various information by text, the terminal 1 automatically answers the text message through the CDMA / GSM 2 and the wireless Internet network. Is connected to the ITR server 7.

Then, the ITR server 7 performs a text message to the user through the process of obtaining the information desired by the user, and the procedure for serving the requested information so that the user can be provided with the final information desired by the user. The text message is read from the text message server and transmitted to the user terminal 1 so as to request the confirmation of the user, and receives the confirmation result of the user to repeat the following procedure.

The ITR server 7 reads from the text message server 8 the information finally obtained by the user's confirmation among information provided from banks, corporations, and various service centers, and transmits the information to the user terminal 1 through the wireless Internet. do.

Here, in the text message server 8, text information for explaining a process of providing text information to a user and text information of a bank, an enterprise, and various service centers to be provided to the user are constructed as a database. The information can be added, changed and deleted at any time through the editor 9 by the administrator who manages the system.

In addition, the user of the terminal 1 is receiving a variety of information by text from the bank, enterprise, and various service centers through the text automatic response system 4, that is, during or during the process of obtaining the information desired by the user. After completion, you can request a connection with an agent and receive a fax or e-mail with the final result. FIG. 2 is an exemplary diagram of a wireless terminal showing a process for a wireless terminal user accessing a server of a specific bank to obtain necessary information. First, when a user inputs a call number (02-123-4567) of the corresponding bank, The call number is displayed on the screen of the wireless terminal, and the terminal 1 is connected to the call answering system 4 through the wired / wireless communication network so that the CID controller 5 detects the terminal number of the user terminal 1 and the user. Listens to the voice prompt to select between the voice answering service and the text answering service and selects the text answering service.

The SMS server 6 receives the user's terminal 1 telephone number from the CID controller 5, reads the URL information of the bank from the URL database, creates the SMS data, and then sends the user's terminal 1 through the wired / wireless communication network. The user's terminal 1 accesses the "XX Bank Mobile Banking Service." Is displayed.

When the user of the terminal 1 sees the characters displayed on the terminal 1 and selects "call", the terminal 1 automatically responds to the automatic character response system 4 through the wireless Internet even if the user does not input the URL of the bank to which he / she wants to connect. In addition to being connected to the ITR server (7) in real time, the text provided from the ITR server (7), that is, "XX bank text guide service. Press the OK button" is transmitted to the user terminal (1). Thus, the user can finally confirm whether or not to be provided with the automatic text response service.

As a result, when the user sees the text displayed on the screen of the terminal 1 and selects that he / she will be provided with a text guide service from a specific bank, the ITR server 7 will allow the user to [1. guide service, 2. inquiry service, automation. Corner] transmits a text message indicating this to the user terminal 1 so that the desired item can be selected.

Here, when selecting one item among a plurality of items, the position of the cursor displayed on the terminal 1 can be moved up and down to select the item. You can move by selecting the item. Therefore, when the user wants to obtain information on the previous item, the user can move to the [upper] item without moving from the beginning and move to another item desired by the user.

When [2. Inquiry Service] is selected among the characters displayed on the user terminal 1, the ITR server 7 selects [2. Subordinate item belonging to [Inquiry service] item [1. Inquiry of deposit deposit, 2. Account balance inquiry, 3. Deposit and withdrawal transaction inquiry, 4. Loan transaction inquiry.], Etc. are transmitted to the user terminal 1, so that the user can select the desired item.

Then, when the user moves the cursor and selects [2. Account balance inquiry] among the characters displayed on the terminal 1, the ITR server 7 reads the account balance result of the user from the text message server 8. And text in the terminal 1 of the user. In this case, the information provided to the user may include an account number, a balance, a final transaction date, and the like. For this purpose, the user of the terminal 1 may be authenticated to receive the information of the bank wirelessly from the bank, or may receive a specific password or Naturally, it must be given an ID.

At the same time as the user sends the desired account balance inquiry result to the user's terminal 1, the ITR server 7 sends a text message to the user's terminal 1 asking if there is another request such as an agent connection or a data request. Can transmit

When the user requests an agent connection, the ITR server 7 displays a text message on the user's terminal 1 informing that the user can select a connection method with an agent, such as 1. a call or 2. a call request. When the user requests the data, the ITR server 7 may display a text message on the user's terminal 1 informing the user of the data transmission method such as 1. FAX or 2. E-mail.

In response to a connection or data request with a counselor selected by the user, the user terminal 1 may be connected to the counselor 15 as in the related art, or the UMS server 12 or the mail server 14 may be utilized.

The present invention is a company, such as public relations or corporate information, call centers, ARS, and sales and product information, event introduction, product delivery confirmation, discount coupons, etc. Distributors, civil complaints, tax processing details notifications, notification notices, It can be used by government agencies that charge bills, notices of overdue and unpaid payments, financial products, financial institutions that provide real-time notification of market / order / decision details, deposit and withdrawal notices, meetings / events / events, etc. Therefore, even video and multimedia messages can be implemented.

Therefore, the present invention is provided by the terminal user only by entering the call center phone numbers of the banks, businesses and various service centers without directly entering the URLs of the banks, businesses and various service centers. There is an effect that can be provided with a variety of information in the text.

In addition, the present invention provides a text providing process of the various steps until the user obtains the desired information in text, the terminal user in a short time by providing the following procedures and various information desired by the user as the user selects the text In addition, they can follow the service procedures provided by companies and various service centers, and have access to the information they want. Banks, companies, and various service centers can minimize the number of operating personnel, including counselors, by efficiently operating various facilities for providing information. There is an effect that can be reduced.

In particular, the present invention has the effect of expanding the demand base of the customer on the basis of the development of wireless Internet solutions and securing advanced technology through the expansion of a multimedia message system including video information in the future with text service.

Although the present invention has been described in detail only with respect to the specific embodiments described, it will be apparent to those skilled in the art that various modifications and variations are possible within the spirit of the present invention, and such modifications and modifications belong to the appended claims. .

Claims (4)

The CID controller detects the telephone number of the user terminal connected to the text answering system in real time through the wired / wireless communication network by inputting the call number of the bank, enterprise and various service centers to receive the information service, and provides it to the SMS server. First step; If the user's terminal is a wired terminal, the user connects to a voice service system. If the user's terminal is a wireless terminal, the user can select a desired service by using a key of the terminal. Making a second step; When the user selects a text service, a third method of creating SMS data as a text message along with URLs of banks, corporations and various service centers corresponding to the calling number to be called, and transmitting the SMS data to the user's terminal through a wired or wireless communication network; step; When the terminal is connected to the ITR server through the wireless Internet at the request of the user who checks the text message, the user reads the text message from the text message server and sends the text message to the user terminal to confirm the user's request. Requesting and receiving a user's confirmation result and repeating the process of the next procedure; A fifth step of immediately connecting a voice call with a counselor when the user requests a connection with a counselor during the process of proceeding from the user to obtain the desired information by using the text service or after the process is completed; And A sixth step of reading, from a text message server, information finally obtained by the user's request among information provided by the bank, an enterprise, and various service centers and transmitting the information to a user terminal through wireless Internet; Method for providing an answering service in text to the mobile communication terminal user comprising a. The method of claim 1, The phone number of the user is analyzed and the wired / wireless terminal is distinguished, and in the case of a wired terminal, the voice service is connected. In the case of a wireless terminal, the voice response service and the text response service can be selected by the user. A method of providing an automatic answering service by text to a user of a mobile communication terminal, characterized by providing an automatic answering service by text only to a selected user. The method of claim 1, The text message server is databased, and the data consisting of text information for explaining the process of providing the text information to the user and the text information of the bank, enterprise and various service centers to be provided to the user is connected to the text message server A method of providing an automatic response service by text to a mobile terminal user, characterized in that additional changes and deletions are possible through an editor. (delete)

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