KR100671337B1 - A self_help device and a method thereof - Google Patents

Abstract

The present invention relates to a self-help system and method having a server and a database, receiving an error from an inquirer's terminal to solve an error or connecting to an agent's terminal, wherein the inquirer's terminal detects and displays an error and displays error information. Send a request for resolution, the server provides the Q / A information of the database. When the information requesting the connection process is received from the inquirer terminal, search for the same error information exists in the database. If the same information does not exist, the counselor corresponding to the error occurrence information is searched in the database. Consultation is provided by notifying error occurrence information to the terminal. In this way, the counter staff and the computer staff can solve the error in minimum time.

Internet, Network, Self Help, Error

Description

Self-help system and method

1 is a block diagram of a self-help system according to an embodiment of the present invention.

2 is a block diagram of a query terminal according to an embodiment of the present invention.

3 is a block diagram of a counselor terminal according to an embodiment of the present invention.

4 is an operational flowchart of a self-help method according to an embodiment of the present invention.

5 is a diagram illustrating an example of a message displayed on an inquirer terminal screen when an error occurs.

6 is a diagram illustrating a self-help user menu on the screen of the inquirer terminal.

The present invention relates to a computer system for use in banks and the like, and more particularly, to a self-help system and method for counter clerks to solve problems in all industries.

Generally, bank tellers work by using their own terminals connected to the bank's computer system.

In addition, if an error occurs during work, the counter staff solves the problem directly, or if the problem cannot be solved directly, contact the computer person in charge by telephone or the like.

Because of this procedure, the counter staff spends a lot of time resolving errors, and the computer staff also spends a lot of time resolving errors.

The technical problem to be achieved by the present invention is to solve these problems, it is to provide a self-help system and method for the counter staff and computer staff to solve the error in a minimum amount of time.

Self-help system according to a feature of the present invention for achieving the technical problem,

Self-help system that receives an error from the inquirer's terminal and resolves the error or connects to an agent's terminal

A Q / A database for storing questions and answers to errors;

A self-help database that stores inquiries to counselors and solutions to them;

A personal information database for storing information about the consultant and the consultant;

When the error occurrence information is received from the inquirer terminal, the information of the Q / A database is provided. When the information desired for the connection processing is received from the inquirer terminal, the self-help database is searched for the same error information. If the same information does not exist, a self-help service unit for searching for a counselor corresponding to the error occurrence information in the human information database and notifying the error occurrence information to the terminal of the counselor.

The inquirer terminal,

A display unit for displaying information;

An input unit for receiving a user's selection;

An error detection module for detecting occurrence of an error and displaying the error on the display unit;

A connection control module that notifies the self-help service unit of error occurrence information when it is selected to notify an error occurrence from the input unit;

An update module for accessing the self help service unit and updating a control program;

A remote screen sharing module for controlling screen sharing with the counselor terminal remotely;

And a chat module for controlling a chat with the counselor terminal.

The counselor terminal,

A display unit for displaying information;

An input unit for receiving a user's selection;

A control module for receiving an occurrence of an error and displaying it on the display unit and processing an input of the input unit;

A monitoring module that monitors a process of processing an error and displays the display on the display unit;

An update module for updating a control program by accessing the self help service unit;

A remote screen sharing module that controls to share the screen with the inquirer terminal remotely;

And a chat module for controlling a chat with the inquirer terminal.

Self-help method according to a feature of the present invention for achieving the technical problem,

As a self-help method provided with a server and a database, and receives an error from the inquirer terminal to solve the error or connect to the agent terminal,

Detecting and displaying an error by the inquirer terminal and requesting resolution by transmitting error information;

When the error occurrence information is received from the inquirer terminal, providing, by the server, Q / A information of the database;

When the information requesting the connection processing is received from the inquirer terminal, search for the same error information in the database base. If the same information does not exist, the counselor corresponding to the error occurrence information is searched in the database. And notifying the error occurrence information.

DETAILED DESCRIPTION Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings so that those skilled in the art may easily implement the present invention. As those skilled in the art would realize, the described embodiments may be modified in various different ways, all without departing from the spirit or scope of the present invention. In the drawings, parts irrelevant to the description are omitted in order to clearly describe the present invention. Like parts are designated by like reference numerals throughout the specification.

1 is a block diagram of a self-help system according to an embodiment of the present invention.

Referring to FIG. 1, the self help system includes a self help service unit 100 and a database 150. In addition, the self-help service unit 100 is connected to the inquirer terminals 200 of the window staff through a network network 400 such as a WAN, and is connected to the counselor terminals 300 of the computer staff. For convenience, one query terminal 200 and a counselor terminal 300 will be described.

The database 150 includes a Q / A database 151, a self help database 152, and a human information database 153. The Q / A database 151 stores a question about an error and an answer. The self-help database 152 stores inquiries about the counselors and solutions to them. The human information database 153 stores information about the consultant and the consultant.

The self-help service unit 100 is implemented in the form of a server and includes a connection processing module 110, a call module 120, and a file information generation module 130. The connection processing module 110, the calling module 120, and the file information generating module 130 may be implemented in hardware or software. When the error occurrence information is received from the inquirer terminal, the connection processing module 110 provides information of the Q / A database. In addition, when information desired for connection processing is received from the inquirer terminal, the self-help database searches for the same error information. If the same information is not found, the calling module 120 calls the counselor corresponding to the error occurrence information. Search in the personal information database, and report the error occurrence information to the terminal of the counselor. The file information generation module 130 generates file information of the control program and allows the update module 213 and the update module 313 to update.

2 is a detailed view of a query terminal.

Referring to FIG. 2, the inquirer terminal 200 includes a display unit 230, an input unit 220, and a controller 210.

The display unit 230 displays information processed by the controller 210 in response to the input of the input unit 220, and the input unit 220 includes a keyboard, a mouse, or the like, and receives a user's selection. The controller 210 includes an error detection module 211, a control module 212, an update module 213, a remote screen sharing client module 214, and a chat module 215. The error detection module 211 detects the occurrence of an error and displays it on the display unit 230. When the control module 212 is selected to notify the occurrence of an error from the input unit 220, the control module 212 notifies the self-help service unit 100 of the error occurrence information. The update module 213 accesses the self help service unit 100 to update the control program. The remote screen sharing client module 214 controls to share the screen with the counselor terminal remotely. The chat module 215 controls the chat with the counselor terminal 300.

3 is a detailed view of the counselor terminal.

Referring to FIG. 3, the counselor terminal 300 includes a display unit 330, an input unit 320, and a controller 310.

The display unit 330 displays information processed by the controller 310 in response to the input of the input unit 320, and the input unit 320 includes a keyboard or a mouse, and receives a user's selection. The controller 310 includes a control module 311, a monitoring module 312, an update module 313, a remote screen sharing server module 314, and a chat module 215. The control module 311 receives the occurrence of an error, displays it on the display unit, and processes the input of the input unit. The monitoring module 312 monitors a process of processing an error and displays it on the display unit. The update module 313 connects to the self help service unit 100 to update the control program. The remote screen sharing server module 314 controls to share the screen with the inquirer terminal remotely. The chat module 215 controls the chat with the inquirer terminal 200.

Hereinafter, the specific operation of the present invention will be described in detail.

4 is an operational flowchart of a self-help system according to an embodiment of the present invention.

Referring to FIG. 4, first, the inquirer who works at the window loads an online program to work with his terminal 200 (S1).

When executing an online transaction (S2), the online program checks whether an error occurs (S3).

If an error occurs, the online program displays an error message on the display unit 230 (S4).

Here, the online program is a program for performing the whole industry, the function may be included in the error detection module 211 of the present invention.

At the same time, the error detection module 211 detects the occurrence of the error (s5), and displays the phrase indicating the use of the self-help service and the corresponding field Q / A list on the display unit 230 (S6). In this case, an example of an error message displayed on the display unit 230 is illustrated in FIG. 5.

Referring to FIG. 5, a description of an error including an error code, a transaction code, an error code, and the like, indicating a self-help subscription is displayed on the display unit 230.

In this case, the method of notifying the use of the self-help service may display the pop-up window on the display unit 230 by the error detection module 211, or may display the pop-up window on the display unit 230 in another form.

In this state, the inquirer resolves the error himself or double-clicks the corresponding Q / A list or clicks a desired function among self-help services (S7). In this case, the selection screen of the self-help service for selecting a desired function displayed on the display unit 230 by the error detection module 211 is shown in FIG.

When the professional service Q / A function is selected in the desired function on the screen as shown in FIG. 6 (S8), the error detection module 211 transmits the selected content to the self-help service unit 100, and the access processing module 110 The Q / A database 150 is searched to provide a corresponding field or the entire Q / A list (S9).

Then, the inquirer finds and reads the corresponding Q / A from the list displayed on the display 230 and resolves the error (S10).

If the Q / A is not solved, the queryer selects the task inquiry / error notification of the self-help function window of FIG. 6 using the input unit 220 (S11).

Then, the error detection module 211 selects the business inquiry / error notification in the function window, and the access control module 212 receives a question to be inquired further by the questioner and a method of receiving an answer (S12). That is, the inquirer enters a question to be asked and selects a method of answering a call, a messenger, a message, or an email. Then, when the queryer clicks the error transmission button, the access control module 212 transmits to the self-help service unit 100 after the inquiryer finally checks the contents (S13).

Then, the connection processing module 110 performs the connection processing (S14), searches the self-help database 152 for error reporting of the same content on the same day of the connection processing (S15), and reports the corresponding user with the same content (unprocessed state). ), The same report message is displayed / processed, and it is already indicated (S16).

On the other hand, if there is no error report of the same content on the same day, the connection processing module 110 searches for an error message of the agent on the day (S17), and if there is the same content among the contents already processed by the agent, the connection processing module 110 transmits the error handling information to solve the error (S18).

On the other hand, if there is no error processing of the agent on the day the error message is displayed, the connection processing module 110 stores the work inquiry / error notification content in the self-help database 152 (S19), the report has been completed The content is transmitted to the inquiry terminal 200 (S20).

In addition, the calling module 120 searches the personal information database 153 under the control of the connection processing module 110 and notifies the error reception contents to the corresponding professional group in charge of the corresponding error contents (S21).

On the other hand, the counselor starts the work with his terminal (300) (S41), the update module 313 checks whether or not to change the program update connected to the file information generation module 130 when receiving the new version to receive Restarting with the changed version (S42), the control module 311 receives the agent authentication information and sends to the self-help service unit 100 (S43).

Then, the connection processing module 110 processes the agent authentication (qualification and authority) with reference to the human information database 153 (S45), and transmits the processing result to the counselor terminal 300.

Then, the control module 311 receives the normal authentication result and executes the self help program (S44).

In this state, when the error report reception content is received from the self-help service unit 100, the control module 310 of the counselor terminal 300 displays the report reception content on the display unit 330 to inform the counselor (S22).

When the counselor sees the displayed error information and clicks the reception button through the input unit 320, the control module 311 stores the reception information therein (S23), and the call module 120 also receives the receptionist in the self-help database 152. Store the reception time and the like, and the connection processing module 110 displays the receptionist and the reception time on the inquirer terminal 200 using the internal clock (S23).

Thereafter, the counselor proceeds to consult with the inquirer, and at this time, the remote screen sharing client module 214 and the remote screen sharing server module 314 share the screen of the inquirer terminal 200 and the counselor terminal 300 freely. Counseling is possible (S25). In addition, the monitoring module 312 monitors the progress of the counseling case as necessary and displays it on the display unit 330.

In addition, the chat module 215 < 315 allows the counselor and the user to proceed with consultation using a messenger function and other telephone functions.

When the consultation is completed by this process (S26), the calling module 120 stores the content after consultation in the corresponding error reception case of the self-help database 152 (S27).

In addition, when the access processing module 110 transmits a questionnaire window to the inquirer terminal 200 and requests satisfaction (S28), the inquirer may display a user audit message and satisfaction level (S29), and the result may be displayed in the human information database ( 153) (S30).

In this process, the inquirer can solve the error by himself or herself, and if it is difficult to solve, the inquirer and the person in charge of the computer can solve the error.

The present invention is not limited only to the above-described embodiments, but may be modified and modified without departing from the scope of the present invention. Those skilled in the art will appreciate that various changes and modifications can be made without departing from the spirit and scope of the present invention.

As described above, in the embodiment of the present invention, it is possible to provide a self-help system and method that allows the counter staff and the computer staff to resolve the error with minimal time.

Claims (9)

As a self-help system that receives an error from the inquirer's terminal and resolves the error or connects to an agent's terminal, A Q / A database for storing questions and answers to errors; A self-help database that stores inquiries to counselors and solutions to them; A personal information database for storing information about the consultant and the consultant; When the error occurrence information is received from the inquirer terminal, the information of the Q / A database is provided. When the information desired for the connection processing is received from the inquirer terminal, the self-help database is searched for the same error information. If the same information does not exist, a self-help service unit for searching for an agent corresponding to the error occurrence information in the human information database, and notifying the error occurrence information to the terminal of the corresponding agent, The self help service unit, When error occurrence information is received from the inquirer terminal, information of the Q / A database is provided, and when information desired for connection processing is received from the inquirer terminal, the same error reception information is provided in the self-help database base on the same day. A connection processing module which searches for whether there is any and processes the same error information; And a calling module for searching an agent corresponding to the error occurrence information in the human information database under the control of the access processing module, and notifying the error occurrence information to a terminal of the corresponding agent. The self-help service unit is connected to the communication means, including chat, remote screen sharing, the self-help system to exchange information between the inquiries terminal and the counselor terminal to solve the error. delete delete The method of claim 1, The inquirer terminal, A display unit for displaying information; An input unit for receiving a user's selection; An error detection module for detecting occurrence of an error and displaying the error on the display unit; A connection control module that notifies the self-help service unit of error occurrence information when it is selected to notify an error occurrence from the input unit; An update module for accessing the self help service unit and updating a control program; A remote screen sharing module for controlling screen sharing with the counselor terminal remotely; Self-help system comprising a chat module for controlling the chat with the counselor terminal. The method of claim 1, The counselor terminal, A display unit for displaying information; An input unit for receiving a user's selection; A control module for receiving an occurrence of an error and displaying it on the display unit and processing an input of the input unit; Self-help system comprising a monitoring module for monitoring the error processing process to display the display. The method of claim 5, The counselor terminal, An update module for updating a control program by accessing the self help service unit; A remote screen sharing module that controls to share the screen with the inquirer terminal remotely; Self-help system further comprising a chat module for controlling a chat with the inquirer terminal. As a self-help method provided with a server and a database, and receives an error from the inquirer terminal to solve the error or connect to the agent terminal, Detecting and displaying an error by the inquirer terminal and requesting resolution by transmitting error information; When the error occurrence information is received from the inquirer terminal, providing, by the server, Q / A information of the database; When the information requesting the connection process is received from the inquirer terminal, search for the same error information in the database base. If the same information does not exist, the counselor corresponding to the error occurrence information is searched in the database. And notifying the error occurrence information to, And receiving, by the counselor terminal, error occurrence information, connecting the inquiry terminal with communication including a chat or a messenger, and resolving the error. delete The method of claim 7, wherein The server further comprises the step of requesting the query terminal for the evaluation of the satisfaction of the resolution of the error, and storing the evaluation result in the database.

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