KR100653598B1 - System and method for responding with customer, and recordable media thereof - Google Patents

Abstract

The present invention relates to a system, method, and a recording medium for intelligently responding to a communication request of a customer in an online shopping mall that provides electronic commerce between a plurality of sellers and a plurality of buyers.

The intelligent customer response system of the present invention performs an instant messaging function through a messenger program installed in the information provider terminal and the information requestor terminal, and when the information requestor requests a voice call with the information provider, the real-time customer of the information provider. A messenger server configured to search for the correspondent communication means of the information provider that can communicate at the request time in order of priority by using the available communication means and priority information for each available time, so as to make a voice call between the information provider and the information requester; A proxy server which processes a message input from the messenger server, determines a path, transmits the message to the information provider terminal and the information requester terminal, and transmits a call for voice communication; An RS server for managing the location of the information provider and the information requestor based on IP (Internet Protocol) and delivering the information to the messenger server and the proxy server; And a voice over IP (VOIP) gateway that supports an Internet telephone network service between the information requester terminal and the information provider terminal or various phones.

Ecommerce, IP Phones, Sellers, Communication Tracking

Description

Intelligent Customer Response System, Method and Record Media {System and method for responding with customer, and recordable media}

1 is a schematic view showing an intelligent customer response system according to an embodiment of the present invention;

2A is an exemplary field view of a product database according to an embodiment of the present invention;

2B is an exemplary field view of a merchant database according to an embodiment of the present invention;

2C is an exemplary field view of an order database in accordance with an embodiment of the present invention;

2D is an exemplary field view of a buyer database according to an embodiment of the present invention;

2E is an exemplary field view of a customer care database according to an embodiment of the present invention;

3 is an operation flowchart illustrating a real-time customer response registration process of a seller according to an embodiment of the present invention;

4 is an operation flowchart showing a product inquiry and purchase process of a buyer according to an embodiment of the present invention;

5 is an operational flow diagram illustrating a communication subroutine with the merchant of FIG. 4;

6 is an operational flow diagram illustrating a communication subroutine with the innovator of FIG. 4;

7 is a view illustrating a messenger program screen of a seller;

8 is a diagram illustrating a messenger program screen of a buyer.

   <Brief description of symbols for the main parts of the drawings>

110; Customer Response System 111; Web server

112; Messenger server 113; Proxy server

114; RS Server 115; Product / Customer / Order DB

116; Customer response information DB 121; Internet

122; Buyer terminal 123; Seller Terminal

124; Innovator terminal 125; Call Center Terminal

131; Voice over IP gateway 132; Private exchange

133; PSTN / mobile network 134; cell phone

135; Wireline

The present invention relates to an intelligent customer service system and method, and a recording medium thereof. In particular, the present invention relates to an online shopping mall, an online portal site, and B2B, which provides electronic commerce between a plurality of sellers and a plurality of buyers. The present invention relates to a system, a method, and a recording medium for intelligently responding to a communication request of an information requestor in a B to C (Business to Customer) environment.

Along with the rapid increase in Internet users, requests for information on products and services are increasing online, such as electronic commerce. An example of such an e-commerce platform is an online marketplace. The online marketplace is a marketplace on the Internet that allows merchants (such as e-dealers) to freely register and sell merchandise, such as multiple individuals or businesses, and allows buyers to access this online marketplace to search for and purchase merchandise. Say.

If a buyer wants to find a product to shop on an e-commerce website (including auction / reverse auction site) that includes these online marketplaces and they have a question about the product, the "view a review" or "FAQ" Please refer to the question / answer registered in "or send a question mail to the seller or administrator. However, since the "view product review" or "FAQ" contains only general content, it is difficult for the purchaser to find answers to personal questions, and when a question mail is sent to the administrator, a lot of time is required to obtain an answer. There is an inconvenience to wait. This problem is equally true in portal sites that support information services online or in websites that provide online content.

The present invention has been made to solve the above-mentioned problems of the prior art, and the information requestor, for example, the buyer of the goods or services to obtain information about the goods, It is an object of the present invention to provide an intelligent customer service system and method that intelligently responds to a request for communication of an information requestor and enables real-time communication with the information provider when requesting communication with an instrument buyer (innovator).

The intelligent customer service system according to the present invention for achieving the above object, performs an instant messaging function through a messenger program installed in the information provider terminal and the information requester terminal, and the information requester makes a voice call with the information provider. If requested, the voice communication between the information provider and the information requester is performed by searching the communication provider of the information provider for communication at the request time in the order of priority using real-time customer response available time-specific communication means and priority information of the information provider. And messenger server to be made;

A proxy server which processes a message input from the messenger server, determines a path, transmits the message to the information provider terminal and the information requester terminal, and transmits a call for voice communication;

 An RS server for managing the location of the information provider and the information requestor based on IP (Internet Protocol) and delivering the information to the messenger server and the proxy server;

And a voice over IP (VOIP) gateway that supports an Internet telephone network service between the information requester terminal and the information provider terminal or various phones.

In addition, the intelligent customer response method according to the present invention is to store the communication means information of the information provider, when the communication request from the information requester with the information provider to track the information provider so that the communication between the information provider and the information requestor is made. In the intelligent customer response method of intelligent customer response system,

The information provider capable of communicating at the communication request time when the communication with the information provider is requested from the information requester while the customer response system stores the customer communication time and the priority information of the customer serviceable time of the information provider. A first step of calling the communication means of communication in order of high priority;

A second step of causing the customer service system to communicate between the information provider and the information requester when the information communication device responds to the call of the first step;

And a third step of outputting a pre-populated response message to the information requester if all the communication means of the information provider do not respond to the call of the first step.

According to the present invention, there is also provided a computer-readable recording medium having recorded thereon a program for executing the intelligent customer response method as described above in the intelligent customer response system.

Hereinafter, an intelligent customer service system and method according to an embodiment of the present invention will be described in detail with reference to the accompanying drawings.

Figure 1 is a schematic diagram showing an intelligent customer response system according to an embodiment of the present invention. As shown in FIG. 1, the intelligent customer service system 110 of the present invention includes a buyer terminal 122 as an information requester, a seller terminal 123 as an information provider, and an innovator terminal 124 through the Internet 121. And, the call center terminal 125 is connected. Information requesters include those wishing to purchase goods or services, buyers of goods or services, or sellers of goods or services in a non-TOBE environment. In the drawing, although one buyer terminal 122, seller terminal 123, innovator terminal 124, and call center terminal 125 are illustrated as being connected, a plurality of terminals are actually connected to each other.

The intelligent customer service system 110 includes a web server 111, a messenger server 112, a proxy server 113, and an RS (redirect server) server 114. The product / customer / order database 115 is connected to the web server 111. The messenger server 112, the proxy server 113, and the RS server 114 constitute a Voice over IP (VOIP) messenger server, and in particular, the proxy server 113 and the RS server 114 constitute a VOIP server. The customer service database 116 and the VOIP gateway 131 are connected to this VOIP messenger server.

The VOIP gateway 131 is connected to a call center (not shown) through a private exchange 132 and is connected to a public switched telephone network (PSTN) or a mobile communication network 133 so that the call center and the buyer can be connected to the seller or INNO. It is possible to make a call with a batter and a mobile phone 134 or a landline phone 135.

Hereinafter, when the information requester is limited to the buyer as an embodiment, the buyer refers to a purchaser or a machine buyer who has a content to inquire about any product or service being sold in the web server 111. As an information provider, a seller is a person who sells a corresponding product or service in the web server 111. In addition, as an information provider, an innovator is an apparatus buyer who purchases a corresponding product through a web server 111 and registers as an innovator on the web server 111. It means a person who receives a predetermined reward.

The web server 111 operates a typical e-commerce website, so that the sale of goods or services between a plurality of sellers and a plurality of buyers is made. To this end, the web server 111 not only has general e-commerce functions such as registration / search / order / refund / delivery confirmation of goods, but also functions as a starting point for executing a messenger between the information provider and the information requestor of the present invention. An HTML message for displaying additional information such as product / customer / order information in the program is transmitted to the messenger server 112.

The messenger server 112 is a server for implementing a messenger function such as instant messaging, chat partner and group management of each customer, and user authentication, and enables messaging through a messenger program between each requestor and an information provider.

The proxy server 113 and the RS server 114 are VOIP servers for controlling voice communication, and the proxy server 113 receives a signal from the messenger server 112 and determines a path necessary for processing the call and receives calls and messages. The RS server 114 manages (stores, deletes, and modifies) locations of buyers, sellers and innovators who log in to the messenger server based on the IP address.

The proxy server 113 stores the communication history such as the communication time between the information requester and the information provider, the evaluation of the information requester of the information requester as the performance information of the information provider, and the information requester based on the communication history. And evaluating the information provider to manage the access blocking list and the call time limit list. If the information requestor or the information provider is the access blocking list, the communication requester and the information provider block communication. If the restriction list, the communication between the information provider and the information requester is made only during the call limit time.

Here, the call time limit list is a list of customers who need to limit the maximum call time because it is evaluated as a bad information provider and information requester, and the access blocking list is evaluated as a very bad customer to block the communication function. A list of bad contributors and customers who are requestors of information. When the proxy server connects a call for a voice call, the proxy server decides whether to connect or not based on the evaluation result of the information requestor and the information provider.

The commodity / customer / order database 115 is composed of a commodity database that stores commodity information, a seller database that stores seller information, an order database that stores order related information, and a buyer database that stores buyer information. 116 stores customer response information of the seller and the innovator.

VOIP gateway 131 is a device that supports the Internet phone network service, PC to PC voice chat and video chat between the buyer and seller over the Internet, and voice chat of PC to IP Phone It supports voice calls from PC to Phone.

Hereinafter, fields constituting a product database, a seller database, an order database, a buyer database, and a customer response database according to an embodiment of the present invention will be described with reference to FIGS. 2A to 2E.

The merchandise database is a database that stores / manages information on merchandise sold on an e-commerce web server as shown in FIG. 2A. The merchandise database includes a merchandise management number field 2111, a merchandise field 2112, and a merchandise category field. 2113, product type field 2114, market price field 2115, sales price field 2116, manufacturer field 2117, brand field 2118, origin field 2119, attributes Information field 2120, product description field 2121, image file field 2122, shipping type field 2123, shipping fee field 2124, interest-free installment month field 2125, coupon A field 2126, a free gift field 2127, a rank point field 2128, a seller information field 2129, and an innovator information field 2130 are included.

Here, a unique management number for each product is specified in the product management number field 2111, the location of the seller database is recorded in the seller information field 2129, and the innovator database of the product in the innovator information field 2130. The position of is recorded.

The seller database is a database that stores / manages information on sellers who sell goods in a web server, as shown in FIG. 2B. The seller ID field 2211, the seller name field 2212, and the landline telephone number field. (2213), mobile phone number field 2214, fax number field 2215, tax invoice issuance field 2216, cash receipt issuance field 2221, seller introduction field 2218, Minishop logo file field 2219, customer rating field 2220, other product information field 2221 of seller, login information field 2222, voice chat information field 2223, video chat information field 2224, a voice call information field 2225, a real-time customer response application field 2226, a customer response time, priority, and a communication means field 2227.

Here, it is preferable to record information on all products sold by the seller in the other product information field 2221 of the seller. In the available customer response time, priority, and communication means field (2227), the communication means (text chat, voice chat, video chat, IP phone, mobile phone, landline) and the priority for each customer response time entered by the seller directly Save the ranking. In addition, the login information field 2222 stores whether the seller is currently logged in, the voice chat information field 2223 stores whether the seller can voice chat, and the video chat information field 2224 stores the seller. Stores whether the video chat is possible, and the voice call information field 2225 stores whether the seller can make a voice call to the IP phone.

As shown in FIG. 2C, the order database includes a shopping cart number field 2311, a fastening number field 2312, a fastening date field 2313, a product information field 2314, a quantity field 2315, and a payment amount. Field 2316, payment status field 2317, shipping cost field 2318, payment method field 2319, bank name field 2320, payee field 2321, payee contact field 2232 And a payee cell field 2323 and a delivery address field 2324.

The buyer database includes a customer name field 2411, a customer ID field 2412, a date of birth field 2413, a landline number field 2414, a cell phone number field 2415, and an address as shown in FIG. 2D. Field 2416, purchase product information field 2417, purchase date field 2418, the purchaser's login information field 2419, the innovate registration field (2420) for each purchase product, customer response time, priority A rank, a communication means field 2421, and an evaluation information field 2422.

Here, the goods purchased by the buyer are recorded in the purchased product information field, and the available response time, priority, and response communication means field (2422) in response to the available response time (character chat) by the customer response time directly input by the innovator. , Voice chat, video chat, IP phone, mobile phone, landline) and their priorities.

As shown in FIG. 2E, the customer response database includes a customer responder ID 2511, which is a seller or an innovator, a product information field 2512 for selling or innovating, and a timely response communication means (character chat) for each product. , Voice chat, video chat, IP phone, mobile phone, landline) and ranking fields (2513), the customer responded by the customer information (2514), the response record (call start time and end time of the call) field (2515) And a reward information field 2516. This customer care database also includes a connection block list field 2517, a call time limit list and a call limit time field 2518.

3 to 6 is an operation flowchart showing an intelligent customer response method according to an embodiment of the present invention, Figure 3 is an operation flowchart showing a real-time customer response registration process of the seller according to an embodiment of the present invention, 4 is an operation flowchart showing a product inquiry and a purchase process of a buyer according to an embodiment of the present invention, FIG. 5 is an operation flowchart showing a communication subroutine with the seller of FIG. 4, and FIG. An operational flow diagram illustrating a communication subroutine with the innovator.

Referring to Figure 3 describes the real-time customer response registration process of the seller. When the seller accesses the web server of the present invention and logs in (S301) and requests real-time customer response registration (S302), the web server downloads and installs a messenger program to the seller terminal (S303). And by executing the messenger program as shown in FIG. 7 so that the seller inputs the communication means and priority for each customer response time as shown in FIG. Priority information is stored (S304). Here, the answering communication means includes an IP phone, an IP phone of a separate operator, a landline phone, a mobile phone, an overseas call, and the like, and allows two or more answering communication means to be set at the same answering time.

In addition to the messenger program, this customer response time-based communication means and priority can be set in the seller-only program (GSM) or the e-commerce site of the web server. The messenger program provides technical support for switching to a call center and enabling multiple buyers and sellers to multi-chat (text chat, voice chat or video chat).

In an online marketplace that brokers e-commerce between multiple sellers and multiple buyers, each seller registers real-time customer service.However, in the case of an e-commerce website operated by one seller independently, real-time customer service is provided for each agent or manager. You can also register whether or not to respond to the customer's communication request.

Referring to Figure 4 describes the buyer's product inquiry and purchasing process. The buyer connects to the web server of the present invention and logs in (S401), and searches for the product through a normal product search procedure. When the buyer selects a specific product, the detailed screen of the product is displayed on the buyer terminal. The detailed screen of the product includes information about the product, seller information, and innovator information. As the seller information, real-time customer service registration and current chat may be included. In addition, the ID of the registered innovator, the purchase date of the product and the evaluation information of the corresponding innovator may be included as the innovator information.

In this case, the buyer may request communication with the seller if he / she wishes to inquire about the corresponding product through communication with the seller or an innovator who is the original user of the product. In FIG. 4, the purchaser is a purchaser of the corresponding product, and the purchaser of the product is designated as a future purchaser. However, the present invention is not limited thereto, and the purchaser of the product communicates with the seller to inquire how to use the product. You may ask.

When the communication with the seller is requested from the buyer (S402), the proxy server performs a communication subroutine (S403) with the seller, and when the communication with the innovator is requested from the buyer (S404), the proxy server communicates with the innovator. The communication subroutine S405 is performed. The detailed procedure of the communication subroutine S403 with the seller and the communication subroutine S405 with the innovator will be described later with reference to FIGS. 5 and 6.

If there is a communication inquiry with the seller or the innovator, or if there is a product purchase request from the buyer who did not make a communication inquiry (S406), the web server proceeds with the normal product selling procedure (S407). That is, the purchaser inputs the order information and the shipping address information from the purchaser, and the payment is processed in various payment methods.

When the purchaser who purchases and uses the product wants to register with the innovator (S408), the receiving communication means and priority are input and stored for each time of the innovate customer response (S409). Innovate's response timeline and priority entry process is similar to the seller's response timeline and priority entry process. That is, innovator's response communication means include IP phones, IP phones of separate operators, landlines, mobile phones, overseas calls, and the like.

In FIG. 4, the purchaser registers as an innovator immediately after purchasing a product, but in practice, the buyer can register the product as an innovator after a predetermined time has elapsed after the product is delivered, and the buyer uses the product. After fully understanding the pros and cons, register as an innovator.

A communication subroutine with the seller will be described with reference to FIGS. 5 and 8 (S403). When the buyer requests communication with the seller, it checks whether the messenger program is installed in the buyer terminal, and if not, the messenger program is installed (S501). When the messenger program is installed in the purchaser terminal, the messenger server searches whether the seller of the product has registered a real-time customer response and whether there is a corresponding communication means during the time zone (S502). If the seller registers the real-time customer response and there is a corresponding communication means in the corresponding time zone (S503), the seller calls the order of the highest priority communication means at the corresponding time (S504).

When the seller registers several IP phones in step S504, the call state (busy / available) of each IP phone is identified to route the call, and the call state of each IP phone is displayed on a web page or a messenger program. If the seller responds (S505), provides a communication environment between the seller and the buyer and stores the call start time (S506). When the call ends (S507), the call termination time is stored (S508) and the seller's response is stored. On the other hand, if the seller does not register the customer response in step S503 or there is no communication means (S503), and if the seller does not respond in step S505, a response message input to the buyer terminal is output (S509).

In addition, the proxy server evaluates the posture of the call between the buyer and the seller based on the communication history of the seller, and manages the access blocking list and the call time limit list according to the evaluation result. In other words, if the communication posture is poor, it is managed by the call time limit list. When the proxy server requests a voice call from the buyer, the proxy server checks whether the buyer and the seller are included in the access blocking list and the time limit list, and blocks the communication between the buyer and the seller if the buyer or seller is the access blocking list. If the buyer or seller is on the call time limit list, the communication between the buyer and the seller is performed only during the call time limit.

A communication subroutine with the innovator will be described with reference to FIG. 6 (S405). When the purchaser requests communication with the innovator, it is checked whether the messenger program is installed in the purchaser terminal, and if not, the messenger program is installed (S601). When the corresponding messenger program is installed in the purchaser terminal, the messenger server searches whether the corresponding time zone correspondence communication means exists (S602). If there is a corresponding communication means in the corresponding time zone (S603), the incubator is called in order of the highest priority communication means at the corresponding time (S604). When the innovator responds (S605), it provides a communication environment between the buyer and the innovator and stores the call start time (S606). When the call ends (S607), the call termination time is stored (S608) and the response of the innovator is stored. On the other hand, if there is no response communication means in the corresponding time zone in step S603 and the innovator does not respond in step S605, a response message inputted to the purchaser terminal is output (S609).

In addition, the proxy server evaluates the attitude of the buyer and the innovator to talk based on the communication history with the innovator, and manages the access blocking list and the call time limit list according to the evaluation result. In other words, if the communication posture is poor, it is managed by the call time limit list. When the proxy server requests a voice call from the buyer to the innovator, the proxy server checks whether the buyer and the innovator are included in the access block list and the call time limit list. Inter-communication is blocked, and if the buyer or the innovator is on the talk time limit list, the communication between the buyer and the innovator only occurs during the talk time limit.

After purchasing a product, the buyer can evaluate the product, the seller's counseling, and the innovator's counseling, and the evaluation results are stored in a database and then provided to other buyers as information.

The screen of the messenger program for chatting between the buyer and the seller may display information about a product which the buyer wants to purchase or purchase, and includes a direct link button to a call center.

In addition, the chat between the seller and the buyer is made by the messenger program as described above, and the seller selects the buyers who have purchased the goods sold by the seller and performs text chat, voice chat, or video chat through the messenger program. You may. In this case, the seller may have a multi-chat with a plurality of buyers.

So far, the present invention has been described with reference to the preferred embodiment. Those skilled in the art will understand that the present invention can be implemented in a modified form on an internet portal site or a paid / free content providing site without departing from the essential characteristics of the present invention. . Therefore, the disclosed embodiments should be understood from a descriptive point of view rather than a restrictive point of view. The scope of the present invention is shown not in the above description but in the claims, and all differences within the equivalent scope will be construed as being included in the present invention.

According to the present invention, when a buyer / or purchaser who wants to purchase a product through the online marketplace wants to talk directly with the seller or innovator of the product in order to obtain additional information about the product in the online marketplace. , By tracking direct communication with the buyer by tracking the communication means of the seller or innovator, the buyer can quickly obtain the appropriate information, the seller can provide the best service to the customer, and the innovator can Providing a review to the buyer can have an appropriate reward.

Claims (14)

It performs instant messaging function through messenger program installed in the information provider terminal and the information requestor terminal, and when the information requester requests a voice call with the information provider, the information provider's real time customer communication time and priority A messenger server for searching for the communication means of the information provider that can communicate at the request time using the information in order of priority to make a voice call between the information provider and the information requester; A proxy server which processes a message input from the messenger server, determines a path, transmits the message to the information provider terminal and the information requester terminal, and transmits a call for voice communication; An RS server for managing the location of the information provider and the information requestor based on IP (Internet Protocol) and delivering the information to the messenger server and the proxy server; Intelligent customer response system comprising a voice over IP (VOIP) gateway that supports the Internet telephone network services between the information requester terminal and the information provider terminal or various phones. According to claim 1, characterized in that it further comprises a web server for transmitting a message for displaying additional information, such as customer information, product information, or order information on the messenger screen of the information provider terminal and the information requester terminal to the messenger server. Intelligent customer response system. The proxy server of claim 1, wherein the proxy server comprises: It manages access blocking list and call time limit list according to evaluation result of information requester and information provider. When the information requester or information provider is included in the access blocking list, the communication between the information requester and the information provider is blocked, and when the information requester or information provider is included in the call time limit list, the communication between the information provider and the information requester is called. Intelligent customer response system, characterized in that only during the time limit. The intelligent customer response system according to any one of claims 1 to 3, wherein the answering means comprises at least one of an IP phone, an IP phone of a separate operator, a general fixed line phone, a mobile phone and an overseas phone. According to claim 4, If two or more IP phones are registered as the communication means, the call status (busy / available) of each of the IP phones are identified to route the call according to the call status, and the web page and / or Intelligent customer response system, characterized in that displayed on the messenger screen of the information requester. In the intelligent customer response method of the intelligent customer response system for storing the communication means information of the information provider, and the communication between the information provider and the information requester by tracking the information provider when the communication request with the information provider from the information requester , The information provider capable of communicating at the communication request time when the communication with the information provider is requested from the information requester while the customer response system stores the customer communication time and the priority information of the customer serviceable time of the information provider. A first step of calling the communication means of communication in order of high priority; A second step of causing the customer service system to communicate between the information provider and the information requester when the information communication device responds to the call of the first step; And a third step of delivering a pre-entered response message to the information requester if all the communication means of the information provider do not respond to the call of the first step. [7] The method of claim 6, further comprising a fourth step of storing communication details such as communication time between the information requester and the information provider and evaluation of the information requester as the performance information of the information provider. Intelligent customer response method. The method according to claim 7, wherein the access blocking list and the call time limit list are managed according to the evaluation result of the information requestor and the information provider based on the communication history, If the information requestor or information provider is included in the access blocking list, the process proceeds to the third step without performing the first and second steps, and delivers the pre-populated response message to the information requester. If the information requester or information provider is included in the call time limit list, the intelligent customer response method characterized in that the communication between the information provider and the information requester is performed only during the call time limit in the second step. 7. The intelligent customer response method according to claim 6, further comprising the step of receiving and storing the customer communication available time response information and priority information of the information provider from the newly registered information provider by the customer response system. 10. The intelligent customer response method according to any one of claims 6 to 9, wherein the answering means comprises at least one of an IP phone, an IP phone of a separate operator, a general fixed line phone, a mobile phone, and a foreign phone. 11. The method of claim 10, wherein if the two or more IP phones are registered as the communication means, the call status (busy / available) of each of the IP phones are identified and the call is routed according to the call status, the web page and / or Intelligent customer response system, characterized in that displayed on the messenger screen of the information requester. 10. The intelligent customer response method according to any one of claims 6 to 9, wherein the correspondence communication means is a messenger program that supports one-to-one or multi-chat environment of text chat, voice chat, or video chat. 10. The method according to any one of claims 6 to 9, wherein the information requestor is a purchaser, buyer or seller who wants to purchase a specific product, and the information provider is a seller or an innovator who purchased and used the product. Intelligent customer response method. An intelligent customer response method is executed in an intelligent customer response system that stores information on communication means of an information provider and tracks the information provider when a communication request is made from the information requester to the information provider. A computer-readable recording medium having recorded thereon a program for The intelligent customer response method, In response to a request for communication with the information provider from the information requester in the state of storing the available communication time and priority information of the customer response time of the information provider, the information communication means of the information provider capable of communicating at the communication request time is determined. A first step of calling in the order of high priority; A second step of causing communication between the information provider and the information requester when the responding communication means of the information provider responds to the call of the first step; And a third step of delivering a pre-entered response message to the information requester if all the communication means of the information provider do not respond to the call of the first step.

Images