KR100903965B1 - Method and system of ??? on the air in data broadcasting - Google Patents

Abstract

The present invention relates to a real-time question-and-answer system and method for watching data broadcasting. When receiving a selection signal for data broadcasting input from a customer through a set-top box, the data transmission is transmitted and displayed in a predetermined area of a TV screen. It receives the inquiry data from the customer who has inquiries using the remote controller and classifies them into categories and stores them, and displays them in a certain area of the TV screen through the set-top box and receives the inquiry data at the same time. Thereafter, the received inquiry data is transmitted to the call center system and sent to a specific call center terminal classified by arbitrary criteria for answering, receiving an answer to the customer's inquiry data from an agent of the call center and transmitting the answer to the customer's set-top box. The answer data is converted to be displayed in a certain area of the TV screen and displayed in the TV screen.

Such a system and method of the present invention enables a customer to inquire a variety of inquiries, including product information in question while viewing and receiving answers to them, thereby increasing satisfaction with data broadcasting and at the same time enabling highly efficient shopping.

T-COMMERCE, Real-time Inquiry, Call Center, Data Broadcasting

Description

Real-time question and answer system and method in data broadcasting {Method and system of Q & A on the air in data broadcasting}

1 is a block diagram of an entire network of a T-COMMERCE system, which is a kind of data broadcasting according to the present invention.

2 is a block diagram of a T-COMMERCE server system according to the present invention.

3 is a flowchart illustrating an embodiment of a question-and-answer method during T-COMMERCE viewing according to the present invention.

<Description of Drawing Main Parts>

211: customer database 212: broadcast product database

213: Customer inquiry database 220: Broadcasting program supplier

230: broadcast content mixing unit 240: broadcast transmission unit

250: signal processing unit 260: payment processing unit

270: real-time inquiry processing unit 280: CRM server

The present invention relates to data broadcasting, and more particularly, to a real-time question and answer system and method in data broadcasting, which transmits an answer in real time when a customer inputs a question during a T-COMMERCE broadcasting.

Since the 2000s, E-COMMERCE, an e-commerce method through the Internet, has increased rapidly, making it large enough to outperform off-line commerce sales. In addition, the commerce method using TV, which is a medium familiar to the general public, also showed a rapid growth. The representative example is TV home shopping. These TV home shopping companies are building a shopping mall on the Internet and doing most business in parallel.

In the case of TV home shopping, a two-way shopping system has been introduced, which is one step further from the one-way shopping system, which is a type of data broadcasting, T (Television) -COMMERCE. T-COMMERCE has a linked type and a standalone type. The linked type is a service in which data information such as program guide information and sales information is delivered together with a broadcast signal.

This is the case in which the purchase of product information in dramas, which has been recently attempted by various broadcasting companies' Internet sites, has been transferred to TV. The advantage is that you can get detailed information about dramas and props in the movie, and it can be connected to the desire to purchase to promote the purchase of the product. The disadvantage is the drama or movie with the consumer's rejection due to excessive PPL. As you change the screen while you are watching, the concentration of the program itself may decrease.

Standalone is a service that provides general webpages on the Internet through TV screens. This service is provided separately from the program being broadcasted. This includes EPG (Electronic Program Guide) to be provided by Skylife satellite broadcasting and cable TV. In addition, briefing news, stock price information, exchange rate information, etc. can be organized and provided based on graphics and text. An advantage is that various contents on the Internet are delivered through a TV, which is a more acceptable form, and a disadvantage is that an uncertainty of how many viewers can attract attention as a channel is formed separately from watching a TV program.

Regardless of the interlocking / independent type, in order to meet the expectations of T-COMMERCE's two-way communication function, it is not only easy to order and pay by using the remote control, but also to the customer who is watching TV. If you input it, you should be able to receive the answer in real time.

However, until now, such a system has not been implemented on T-COMMERCE, so customers have no choice but to connect to a call center by using a telephone while watching or using the Internet.

An object of the present invention is to solve the problems described above, when a customer enters his or her curiosity on a TV screen while watching data broadcasting, the customer provides a real-time answer to the customer's question in a data broadcasting server that receives the customer's shopping. The present invention provides a system and method for providing more efficient information.

Real-time question and answer system in the data broadcasting of the present invention for achieving the above object is a customer database for storing customer information; A broadcast product database including information about a home shopping broadcast product; A database of customer inquiries, in which data about customers' inquiries and their answers are divided and stored in categories; A broadcast program supplier for storing and managing a home shopping broadcast program; A broadcast content mixing unit for mixing data broadcasting content linked with home shopping broadcasting; A broadcast transmitter for transmitting a signal including at least one of a home shopping broadcast program and data broadcast contents and mixed broadcast contents; A payment processing unit for transmitting and receiving payment information to and from an external financial institution system to process payment for a customer's order product; A signal processor which receives a signal transmitted from a digital set-top box of a customer and processes and transmits data corresponding to the input; And a real-time inquiry processing unit which transmits the inquiry data of the customer transmitted from the signal processing unit to the call center system in real time and receives the corresponding answer data from the counselor's terminal and transmits it to the signal processing unit.

The real-time inquiry processing unit may classify the category of the inquiry data of the customer and transmit it to the call center system.

In addition, the system may further include a CRM server to determine the propensity through the previous purchase history of the customer and to recommend the product suitable for the customer through the personal information including the sex, age and marital status of the customer.

Real-time question and answer method in the data broadcasting of the present invention for achieving the above another object is to receive a selection signal for data broadcasting input from the customer through the set-top box to transmit the data broadcasting to display in a certain region of the TV screen step; (b) receiving inquiry data while displaying inquiry data input using a remote controller from a customer who has a question while watching data broadcasting in a predetermined region of a TV screen through a set-top box; (c) transmitting the received inquiry data to a call center system and then transmitting it on a specific call center terminal by an arbitrary criterion; (d) receiving a response to the inquiry data of the customer inputted to the terminal of the call center and transmitting the answer to the set-top box of the customer; And (e) converting the answer data received by the set-top box to be displayed on a predetermined area of the TV screen and displaying the same in the TV screen.

In the step of receiving the inquiry from the customer, the inquiry may be made including being classified and stored by category.

When the system receives an answer to the customer's inquiry data from the call center and transmits an answer to the customer's inquiry data, the system can be implemented to provide an answer by referring to the customer's disposition through the CRM server.

In addition, the call center may include providing an answer by automatically searching from a database of customer inquiries already established through classification and search on inquiry data.

In step (c), any criterion may use a method of classifying customer inquiry data by category.

In addition, the method of classifying the category of the inquiry data is configured to receive the inquiry after designating / classifying by category from receiving the inquiry from the customer, and automatically extracts the frequency and association of specific words shown in the inquiry of the customer. It may be implemented to include at least one or more of the classification.

Other objects, features and advantages of the present invention will become apparent from the following detailed description of the embodiments with reference to the accompanying drawings.

Hereinafter, a configuration and an operation according to an exemplary embodiment of the present invention will be described with reference to the accompanying drawings.

1 is a block diagram of an entire network of a T-COMMERCE system, which is a kind of data broadcasting according to the present invention.

2 is a block diagram of a T-COMMERCE server system according to the present invention.

Real-time question and answer system in the T-COMMERCE of the present invention is a customer database 211, broadcast product database 212, customer inquiry database 213, broadcast program supply unit 220, broadcast content mixing unit 230, broadcast transmission The unit 240, a signal processor 250, a payment processor 260, a real-time inquiry processor 270, and a CRM server 280 may be configured.

The customer database 211 stores customer information for T-COMMERCE, so that information about a card to be used at the time of login or payment may be stored, and various personal information for customer marketing are stored. For example, gender, age, education, purchasing history, marital status, etc. can be stored and used to analyze personal preferences or inclinations in the CRM server.

The broadcast product database 212 includes various detailed information such as product function, production date, model name, color, design, price, size, and the like for TV home shopping broadcast products.

The customer inquiry database 213 may store data related to the inquiries of the customers and the answers thereof separately by category. This can be configured to receive inquiries from customers when they receive inquiries by category, or can be constructed by automatically classifying by extracting the frequency and association of specific words in the inquiries. have.

The above databases can be constructed in a variety of ways that one of ordinary skill in the art can envision.

The broadcast program supply unit 220 serves to provide a TV home shopping program according to a broadcast schedule. The home shopping broadcast program is stored and managed.

The broadcast content mixing unit 230 mixes the T-COMMERCE content with the TV home shopping program. Therefore, when the customer presses the button to start the T-COMMERCE through the remote control, the TV home shopping broadcast and the T-COMMERCE are composed together on the screen.

The broadcast transmitter 240 transmits a signal including at least one of a home shopping broadcast program and a broadcast content mixed with T-COMMERCE content.

The signal processor 250 receives a signal transmitted from the digital set-top box of the customer and processes and transmits data corresponding to the input.

The payment processing unit 260 is connected to an external payment system when a customer selects a product and pays for the customer's payment.

The real-time inquiry processing unit 270 receives the customer's inquiry data transmitted from the signal processing unit and transmits it to the call center system in real time, and receives corresponding response data from the counselor's terminal and transmits it to the signal processing unit to transmit it to the customer. .

In this case, the category of the customer's inquiry data may be classified and transmitted to the call center system. The method of classifying the category may be configured to receive the inquiry after classifying the category from the time of receiving the inquiry from the customers. Or, it can be implemented by automatically classifying by extracting the frequency and association of specific words appearing in the customer inquiry.

In addition, it may include a CRM (Customer Relationship Management) server (280) for identifying the customer's propensity to provide an effective response more suitable to the customer's lifestyle. The server can create a log file that checks the T-COMMERCE connection status of the customer, and also calculates the purchase history of the customer or the personal information of the customer stored in the customer database on a certain basis, and the agent or the customer inquired in the past. It can also be built so that questions can be automatically sent to inform customers of the appropriate answers retrieved from the question database stored with the answers. Such CRM server can also be implemented by those skilled in the art in a variety of ways to suit the purpose.

FIG. 3 is an embodiment of implementing a real-time question and answer method in T-COMMERCE using the system server shown in FIG. 2.

When a customer presses a specific button on the remote control that transmits a signal that starts the T-COMMERCE, the signal is received by the set-top box and received by the signal processing unit 250 in the TV home shopping broadcasting system. The broadcast content mixing unit 230 combines and transmits the broadcast through the broadcast transmitter 240 (S310). If the customer does not want T-COMMERCE, he will not press the button on the remote control, and then he will continue to watch TV home shopping (S321). The method of starting the T-COMMERCE may be implemented by various techniques as well as pressing a specific button of the remote controller.

When receiving the selection signal for the T-COMMERCE broadcasting input from the customer through the set-top box, the T-COMMERCE broadcasting is transmitted and displayed in a certain area of the TV screen (S330), while the customer is watching the contents while watching the T-COMMERCE broadcasting. If a question arises, the customer enters a question by using a remote controller.

In this case, the customer's inquiry may be about a product on air, may be a question about a payment method, and the like, and the customer may also ask about a product similar to the product on air.

The input inquiry is displayed in a certain area of the TV screen and the inquiry data is transmitted to the T-COMMERCE system of the home shopping company through the set-top box to receive it (S340). The system transmits the received inquiry data to the call center system. When the inquiry is received from the customer, the system may provide the customer with a category for the inquiry and store and / or transmit it.

Inquiry data sent to the call center system is configured to be transferred from the call center to the agent's terminal to answer. When the agent transmits an answer to the customer's inquiry data, the customer's inclination through the CRM server is reflected. It may be to provide an answer (S350). At this time, since the CRM server includes information about the gender, age, and lifestyle of the customer, it is possible to respond more efficiently based on the type of inquiry.

If the customer's question is about the related product of the product being broadcasted, the system can provide the customer with an answer about the related product other than the product being broadcasted by establishing a database on the related product. Can be implemented to provide more effective answers.

In addition, when sending an answer to a customer's inquiry data, payment methods and typical inquiries are already stored in the customer inquiry database, so they can be automatically retrieved from the inquiry data and provided in advance. I will be able to.

The response data processed as described above and provided from the call center system is transferred to the T-COMMERCE server system and displayed on the customer's TV (S360).

The above descriptions will be understood by those skilled in the art that the above descriptions are presented as one example of the present invention and may have various embodiments, and the present invention is not limited to these examples. Do not.

The real-time question and answer system and method in the data broadcasting of the present invention enables customers to directly ask questions related to not only the products in the TV home shopping that are being broadcasted through the TV, and to receive the answers in real time. By allowing information to be properly provided when needed, shopping can be conducted more efficiently, which greatly improves the satisfaction of T-COMMERCE, which leads to the utilization of T-COMMERCE, the increase in number of users, and inducement. Can contribute.

Claims (10)

A customer database storing customer information; A broadcast product database including information about a home shopping broadcast product; A customer inquiry database storing customer inquiry data and answers to the inquiry classified into categories; A broadcast program supplier for storing and managing a home shopping broadcast program; A broadcast content mixing unit for mixing data broadcasting content linked with home shopping broadcasting; A broadcast transmitter for transmitting a signal including at least one of a home shopping broadcast program and data broadcast content and mixed broadcast content; A payment processing unit for transmitting and receiving payment information to and from an external financial institution system to process payment for a customer's order product; A signal processor for receiving a signal transmitted from a digital set-top box that receives a customer input and processing and transmitting data corresponding to the input; A real-time inquiry processing unit which classifies the inquiry data of the customer transmitted from the signal processing unit into categories and transmits the data to the call center system in real time, and receives the answer data corresponding to the inquiry data from the counselor's terminal and transmits it to the signal processing unit; And Real-time question and answer system in the data broadcasting comprising a CRM server to identify the propensity through the customer's previous purchase history and personalized information including the sex, age and marital status of the customer to recommend the product to the customer. delete delete delete In the real-time question and answer method through a real-time question and answer system in data broadcasting, (a) when receiving a selection signal for data broadcasting input from a customer through a set-top box, transmitting the data broadcasting and displaying the data broadcasting in a predetermined area of the TV screen; (b) classifying and storing inquiry data inputted by a remote controller from a customer who has a question during data broadcasting by category and displaying inquiry data at the same time as a display on a predetermined area of a TV screen through a set-top box; (c) transmitting the received inquiry data to a call center system and then transmitting it on a specific call center terminal by any criteria including a method of classifying the inquiry data of the customer by category; (d) receiving an answer to a customer's inquiry data inputted to the terminal of the call center with reference to the customer's propensity identified through a CRM server and transmitting it to the set-top box of the customer; And and (e) converting the answer data received by the set-top box to be displayed on a predetermined region of the TV screen and displaying the answer data on the TV screen. delete delete delete The method of claim 5, Real-time question and answer method in the data broadcast, characterized in that when sending an answer to the customer's inquiry data, the answer is automatically retrieved from the customer inquiry database. The method of claim 5, The method of classifying the category of the inquiry data is configured to receive the inquiry after designating / classifying by category from receiving the inquiry from the customers, and automatically extracts the frequency and association of specific words shown in the inquiry of the customer. Real-time question and answer method in data broadcasting comprising at least one of the classification.

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