KR101217762B1 - Interactive consultation system and method using smart phone - Google Patents

Abstract

PURPOSE: A bidirectional consultation system using a smart phone and a method thereof are provided to supply bidirectional consultation through screen sharing between a client and a consultant, thereby immediately supplying a customized service suitable for the client. CONSTITUTION: A client terminal(100) performs data consultation and voice call consultation through a communication network. A bidirectional consultation supporting server(300) responds to a data consultation request of the client terminal. The bidirectional consultation supporting server connects the client terminal and a consultant terminal(600) each other. The bidirectional consultation supporting server relays transmission and reception of consultation data between the client terminal and the consultant terminal. [Reference numerals] (100) Client terminal; (300) Bidirectional consultation supporting server; (310) Screen relay unit; (320) Authentication processing unit; (330) Outbound processing unit; (350) CTI gateway; (400) Private exchange; (500) CTI server; (600) Consultant terminal; (610) Sharing screen operation unit; (700) DB server; (800) Gateway server

Description

Interactive counseling system and method using a smartphone {INTERACTIVE CONSULTATION SYSTEM AND METHOD USING SMART PHONE}

The present invention relates to a two-way counseling system of a contact center via a mobile phone, and more particularly, to a two-way counseling system and method for sharing a screen of a customer's smartphone with a counselor and having a voice consultation with a counselor. The present invention also relates to a two-way counseling system and method for enabling a two-way consultation with a customer in real time by causing a counselor to generate a specific audiovisual event for consultation on a shared screen.

In general, the contact center system is a system built so that the person requesting the consultation (hereinafter referred to as the customer) can deliver the requirements through telephone consultation with the person handling the consultation (hereinafter referred to as an agent) and receive various services corresponding thereto. Currently, it is used as a contact center system using IVR (Interactive Voice Response).

The contact center is an evolutionary step from the traditional call center that accepts customers' calls. It can communicate with customers through various channels such as e-mail, fax, and instant messages other than telephones, and is typically computer and telephony integration. ) Server and interactive voice response (IVR). Computer and Telephony Integration (CTI) is a technology that connects telephones and computers to share information resources, such as data, fax, and voice information, between different devices. The CTI server is responsible for distributing calls to private exchanges and agents. To perform. IVR (Interactive Voice Response) is a system that allows you to listen to, input, and query voice information using the keypad of the phone, also called Audio Response System (ARS). It accepts a combination of those that are selectively pressed to provide appropriate responses in the form of voice, fax, e-mail and other media. That is, the contact center service system using the IVR first guides the details of the information provided by the system to the customer, receives the specific ID of the customer, retrieves the corresponding information from the host, that is, the server, and converts the result into voice to provide the corresponding service. To provide.

However, since the contact center service system using the IVR provides only the voice service, the procedure of the guide service is complicated, and the customer feels inconvenient to use the guide service, thereby lowering the satisfaction of the service. have. In addition, in order to use the voice guidance service, the service code to be guided must be remembered one by one. Due to this inconvenience, the customer may give up the guidance service and attempt to connect directly to an agent. There is a problem. In addition, the elderly or hearing impaired who are not familiar with the use of the device has a problem that there is a limit in using the voice guidance service.

On the other hand, the latest mobile terminal, called a smart phone, which has been widely spread recently, has a function of displaying various information through a large screen window. In such a smartphone, it is possible to process a variety of information that could not be processed in the existing mobile terminal and at the same time it is possible to perform the function as a telephone. These functions are executed through an application called aka app in the smartphone. Using these applications, various companies provide services.

However, a service providing method using such a smartphone (application of a smartphone) usually has a form in which a service is provided according to an automated service progress flow by connecting the smartphone user to a predetermined communication server. In other words, the information requested by the smartphone user can be obtained only in the automated service in the server, and a service providing in a one-way manner is generally not provided with a service tailored to the smartphone user who requested the information. In addition, even when the agent connection request from the smart phone still has the problem of providing only the consultation service by voice as in the consultation using the conventional IVR.

An object of the present invention is to solve the above problems.

An object of the present invention is to improve service dissatisfaction and service convenience of a conventional contact center consultation center system that supports only voice.

In addition, an object of the present invention is to provide a two-way consultation through the screen sharing between the customer and the counselor to immediately provide a customized service suited to the customer requesting a consultation.

In order to solve the above problems, the present invention provides a consultation system of a contact center capable of two-way screen sharing consultation with a contact center via a smartphone, comprising: a customer terminal capable of providing data consultation and voice call consultation through a communication network; Wired and wireless communication networks; A two-way consultation support server that responds to a data consultation request from the client terminal and connects the client terminal and the counselor terminal to mediate transmission and reception of consultation data; A private exchange and a CTI server for distributing and allocating voice call consultation calls coming from the customer terminal to an agent terminal; And a counselor terminal, which is a desktop computer that processes voice counseling from the client terminal through a voice call connected by the private exchange, wherein the counselor terminal is connected to the client terminal before the counselor terminal is connected for voice counseling. The two-way consultation support server includes a CTI gateway that receives agent state information from an agent terminal through a CTI server, wherein the CTI gateway transmits the agent state information to a customer terminal, and a customer terminal and an agent terminal consult a voice call. After the connection for the, the two-way consultation support server includes a screen intermediary for transmitting the screen information delivered from the customer terminal to the counselor terminal, the screen intermediary mediates the screen information independently of the voice call connection through the private exchange , remind The counselor terminal provides a two-way consultation system that displays the screen information of the customer terminal delivered from the screen intermediary unit while performing the voice consultation.

In a preferred embodiment of the present invention, the two-way consultation system includes a DB server and a gateway server for storing the consultation information of the customer in the DB server and recall the stored consultation information, the agent state information received from the CTI gateway Is information about an expected counseling waiting time for a counselor terminal to be available for consultation, and when the gateway server receives a callback request from the client terminal, the gateway server stores information about the estimated counseling waiting time in a DB server to wait for the expected counseling. After the elapse of time, the interactive consultation support server calls back to the customer terminal.

In a preferred embodiment of the present invention, the bi-directional consultation system includes a DB server and a gateway server for storing the consultation information of the customer in the DB server and recalling the stored consultation information, wherein the agent state information is consulted by an agent terminal. Information about whether or not consultation is possible, and when there is a request for connection of a previous counselor from the client terminal and the counselor terminal is available for counseling, the gateway server calls counseling information previously performed by the client terminal from a DB server. Come and deliver to the immediately preceding counselor terminal, after which the customer terminal and the immediately preceding counselor terminal are connected for voice call consultation.

In a preferred embodiment of the present invention, the counselor terminal further includes a sharing screen operation unit for causing an audiovisual event to occur on a screen of the client terminal shared by the counselor terminal and the customer terminal, wherein the audiovisual event is a position. And display direction information on the customer terminal or switch the screen of the customer terminal to another screen.

In a preferred embodiment of the present invention, the bidirectional consultation support server further includes an outbound processing unit for displaying an outbound message on the screen of the customer terminal using a push function including C2DM and APNS.

In addition, in order to solve the above problems, the present invention provides a consultation method of a contact center that provides a two-way screen sharing consultation with a contact center via a smartphone, in which a customer terminal connected to a communication network requests a consultation from a counselor terminal. A customer consultation request step of communicating to a two-way consultation support server; After the customer terminal and the agent terminal are connected for the voice call consultation, the two-way consultation support server sends the customer terminal to the agent terminal, which is a desktop computer, through the private exchange and the CTI server in response to the voice call connection request from the customer terminal. Agent connection step of connecting; And the bi-directional consultation support server includes a screen intermediary for transmitting the screen information delivered from the customer terminal to the counselor terminal, the screen intermediary mediates the screen information independently of the voice call connection through the private exchange, the counselor terminal The screen sharing counseling step of displaying the screen information of the customer terminal to be delivered from the screen intermediary unit at the same time performing the voice consultation, wherein the customer consultation request step, the customer terminal and the counselor terminal voice Prior to being connected for a call consultation, the bidirectional consultation support server includes a CTI gateway that receives agent status information from an agent terminal through a CTI server, wherein the CTI gateway transmits the agent status information to a customer terminal. Information receiving step; including Provides a two-way consultation method.

In a preferred embodiment of the present invention, the bi-directional consultation method may store the consultation information of the customer to the DB server through the gateway server and retrieve the stored consultation information, in the customer consultation request step, the received from the CTI gateway The agent state information is information about an expected waiting time for an agent to be consulted, and when the gateway server receives a callback request from the customer terminal, the gateway server stores information on the expected waiting time in a DB server. After the expected consultation waiting time has elapsed, the bidirectional consultation support server further includes a callback step of calling back to the customer terminal.

In a preferred embodiment of the present invention, the bi-directional consultation method may store the consultation information of the customer to the DB server through the gateway server and retrieve the stored consultation information, in the customer consultation request step, the received from the CTI gateway The agent state information is information on whether or not a counseling terminal is available for counseling, and when there is a previous agent connection request from the client terminal and the immediately preceding counselor terminal is available for counseling, the gateway server determines that the client terminal is immediately before the counselor terminal. And a previous counseling agent connection request step of bringing the counseling information from the DB server and delivering the counseling information to the immediately preceding counselor terminal. In the subsequent counseling stage, the customer terminal and the immediately preceding counselor terminal are connected for voice call counseling.

In a preferred embodiment of the present invention, in the screen sharing consultation step, a counselor terminal causes an audiovisual event to occur on a screen of a customer terminal shared by the counselor terminal and the customer terminal, and the audiovisual As an event, a shared screen manipulation step of displaying position and direction information on the customer terminal or switching the screen of the customer terminal to another screen is included.

In a preferred embodiment of the present invention, before the customer consultation request step, the outbound processing unit of the two-way consultation support server to display an outbound message on the screen of the customer terminal using a push function including C2DM, APNS And an outbound service step in which the customer consultation request step is initiated in response to the outbound message.

According to the present invention, it is possible to share the screen information displayed on the customer terminal with the counselor terminal at the same time as the voice counseling proceeds, and thus, the user can have a more effective and customized bidirectional consultation.

In addition, the present invention can share the location and direction information as well as the screen information sharing, has the effect of obtaining the customer's location and direction information in real time to the customized consultation according to the current customer situation.

Furthermore, the present invention has the effect of enabling the counselor terminal to generate an audiovisual event on the customer terminal to provide the counselor's own desired counseling history to the customer in various, specific and direct ways.

Furthermore, the present invention can determine the active counseling rather than the passive counseling because the customer can obtain the status information of the counselor before the voice call counseling is connected. If the waiting time becomes long, you can get a callback call from a counselor through a callback request when you can consult later. In addition, since the previous counselor can be connected to the counselor who consulted before, continuous and efficient counseling is possible.

1 is a view showing the configuration of a two-way consultation system according to an embodiment of the present invention.
2 is a flowchart illustrating a procedure of a two-way consultation method according to an embodiment of the present invention.
3 is an embodiment of a screen configuration displayed on the customer terminal 100 showing the customer consultation request step (S100) and the agent connection step (S200).
4 illustrates a screen shared between the customer terminal 100 and the counselor terminal 600 according to the screen broker 310 according to an embodiment of the present invention.
5 illustrates an embodiment in which an audiovisual event occurs on a shared screen of the customer terminal 100 and the counselor terminal 600 during a location- and orientation-based customized consultation.
6 shows an embodiment of switching the consultation service screen.
FIG. 7 is a view for explaining a process of sharing photo and video information of the customer terminal 100 using the screen intermediary 310 of the interactive counseling support server 300.
8 shows an outbound service step S500 of a two-way consultation method according to an embodiment of the present invention.

Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings.

1 is a view showing the configuration of a two-way consultation system according to an embodiment of the present invention.

The interactive consultation system according to FIG. 1 includes a customer terminal 100; Two-way consultation service; Private exchange 400; CTI server 500; And a counselor terminal 600. Furthermore, the present invention further includes a DB server 700 and a gateway server 800.

In the present invention, counseling means data counseling (indicated by a solid line in FIG. 1) and voice call counseling (indicated by a dotted line in FIG. 1). Data counseling refers to visual (acoustic if necessary) information required through a display screen or a speaker of a customer terminal 100, which is a smartphone, using a digitized data packet. By the scenario of the bi-directional counseling support server 300 that formalized a common counseling type, it means an automatic counseling method rather than counseling by a counselor. Voice call counseling refers to general telephone counseling and counseling methods where you talk directly to a counselor.

The customer terminal 100 refers to a person requesting a consultation, that is, a mobile terminal used by a customer for a consultation request. The mobile terminal refers to a known mobile terminal and means a mobile terminal capable of executing an application in the terminal, commonly called a smartphone. The mobile terminal may include a display and a speaker that visually display a processing state and a processing result of the mobile terminal. The customer terminal 100 may be connected to the wired and wireless communication network 200 through which information communication can be connected to the bidirectional consultation support server 300 and the private exchange 400. In one embodiment of the present invention, the information communication approach is divided into data communication and voice call communication, which is for the purpose of explanation of the present invention and not limited thereto. In another embodiment, the voice communication uses the data communication method. It can also be done.

The communication network 200 includes information between the customer terminal 100, the bidirectional consultation support server 300, the private exchange 400, the CTI server 500, the gateway server 800, and the counselor terminal 600. Configurations that enable communication may include known communication network 200 configurations. Examples of the communication network 200 include the Internet, a mobile communication network 200 commonly referred to as 3G, 4G, Wi-Fi, and the like. The communication network 200 may also be used for data communication between multiple devices (terminals, servers, etc.). It is a general embodiment of the present invention that the customer terminal 100 is connected to the bidirectional consultation support server 300 and the communication network 200 remotely, but not only the customer terminal 100 but also the counselor terminal 600 is also a private exchanger. 400 and the two-way consultation support server 300 may be remotely connected via the communication network (200). That is, the agent terminal 600 is not necessarily located in or near the place where the interactive counseling support server 300, the private exchange 400, and the CTI server 500 are located, but is remote (for example, the agent's home, etc.). It is also possible to handle the consultation work in the).

The two-way consultation support server 300 may receive the requested consultation request from the customer terminal 100 through the communication network 200 and process the consultation request in accordance with a predetermined scenario (data processing order). This is referred to herein as "responding to a data consultation request from the customer terminal". In one embodiment of the present invention, the bi-directional consultation support server 300 in response to the consultation request of the customer terminal 100, the predetermined processing information corresponding to the consultation request to the application in the customer terminal 100; The application in the client terminal 100 displays the processing information on a display. To this end, the bidirectional consultation support server 300 may include a scenario unit for setting a predetermined scenario for the consultation request requested from the customer terminal 100 to perform information processing suitable for the set scenario. .

In addition, the bidirectional counseling support server 300, the counselor terminal 600 and the client terminal 100 is connected to the voice call communication through the private exchange 400 and the CTI server 500 when the client terminal 100 requests the counselor connection; ) Has the function of mediating information communication. The information of the mediated information communication may include screen information of the counselor terminal 600. That is, in order to transmit the screen information currently displayed on the display of the counselor terminal 600 to the counselor terminal 600, the screen mediator 310 may receive the screen information and transmit the screen information to the counselor terminal 600. . The screen information includes all screen information displayed on the customer terminal 100. In one embodiment, the screen information is captured by a camera built in or connected to the customer terminal 100, or is being photographed. It may include screen information. In one embodiment of the present invention, the screen broker 310 may broker the current screen information of the customer terminal 100 as a screen shot, and furthermore, a moving screen displayed on the display of the current customer terminal 100. It is also possible to mediate information into a video. In addition, according to another embodiment of the present invention, the screen intermediary 310 may also function as an intermediary to transfer the screen information displayed on the display of the counselor terminal 600 to the customer terminal 100 on the contrary. . This means that two-way screen sharing is possible.

4 illustrates a screen shared between the customer terminal 100 and the counselor terminal 600 according to the screen broker 310 according to an embodiment of the present invention. 4 that appears on the left side is the screen 41 displayed on the display of the customer terminal 100. Screens 42 and 43 appearing on the right side are screen configurations that appear on the counselor terminal 600. The screen 41 and the screen 43 are the same because the screen information of the customer terminal 100 is shared with the counselor terminal 600 through the screen intermediary 310. The screen 42 is a consultation support screen that is displayed on the counselor terminal 600 but is not shared.

The two-way consultation support server 300 checks and authenticates the personal information of the customer specifying the customer who made the consultation request and the information of the customer terminal 100 specifying the customer terminal 100 to authenticate the authentication processor 320. It may include. Counseling services may be directed to an unspecified majority, but often to individuals with specific membership and qualifications. In the case of counseling against the unspecified majority, the authentication processing unit 320 may not be necessary. In the latter case, it is necessary to authenticate the person who requested the consultation. For this authentication process, the authentication processor 320 receives the authentication information including the personal information of the customer and the terminal information of the customer from the customer terminal 100, and receives the received authentication information from the DB server 700 The customer and the customer terminal 100 are authenticated in contrast with the customer information stored in the c).

To this end, the interactive counseling system of the present invention includes a DB server 700, which stores personal information of a plurality of customers and terminal information of the customer. The personal information of the customer may include an ID, a password, a social security number, an address, a phone number, and the like, and may also include past consultation details. In addition, the DB server 700 may include the following consultation service screen. The information of the customer terminal 100 may include a telephone number of the customer terminal 100, a subscriber carrier, a location and direction information of the most recently connected of the customer terminal 100. Furthermore, the DB server 700 may store various content information including various voice and video information required for customer consultation. As will be described later in the agent terminal 600, the agent terminal 600 has a variety of the information (such as personal information of the customer and information of the customer terminal 100) corresponding to the customer authenticated in the authentication processing unit 320 Can be used for consultation with

Outbound processing unit 330 is a counselor or when the administrator of the two-way consultation support server 300 wants to send an outbound message to the customer terminal 100, the predetermined outbound information such as Google's C2DM, Apple APNS service, etc. An outbound message may be displayed on the customer terminal 100 using the push function. The outbound message may be displayed during a consultation or may be displayed in a state where consultation is not in progress. The customer terminal 100 displaying the outbound message through the outbound processing unit 330 may then access the bidirectional consultation support server 300 by selecting the outbound message, and check the information indicated by the outbound message. Can be. As the information indicated by the outbound message, various questionnaire information, coupon information, event promotion information, and the like may be visually displayed. If you have a question or need a consultation on such a variety of information, the consultation may proceed by making a consultation request to the interactive consultation support server 300.

The CTI gateway 350 interworks with the CTI server 500 to receive agent state information from the counselor terminal 600. Receiving agent state information of the CTI gateway 350 may operate even when a voice call is not connected. That is, even if only the data counseling connection is available, the customer can know the status information of the agent terminal, so the customer does not have to pay a separate voice communication fee and the agent status information is immediately displayed on the screen. It is very simple and quick consultation is possible compared to receiving the back.

Such agent state information may be stored in the DB server 700 through the gateway server 800. The counselor state information may be, for example, information on an expected counseling waiting time for the counselor terminal 600 to be consulted or information on whether counselor terminal 600 is available for counseling. . By transmitting the information about the expected consultation waiting time to the customer terminal 100, the customer may know his or her expected consultation time in advance, and determine whether to wait until the consultation or to make a callback request (described in detail below). In addition, since the current state of the counselor desired by the agent can be checked through the information on the availability of the counselor state, it is easy to connect with the counselor who consulted before.

The gateway server 800 may store the consultation information of the customer in the external DB server 700 and recall the stored consultation information. Furthermore, the agent state information received through the CTI server 500 and the CTI gateway 350 may be stored in the DB server 700 or the agent state information stored in the DB server 700 may be retrieved. As a preferred embodiment of the gateway server 800, there is a callback function and a previous agent connection function.

Callback function means that when the gateway server 800 receives a callback request from the client terminal 100, the gateway server 800 stores information about an expected counseling waiting time in the DB server 700, and after the estimated counseling waiting time has elapsed. The bidirectional consultation support server 300 means to make a callback to the customer terminal 100. As described above, this callback function is possible even before the voice call is established, so that the customer can see the agent's status information in the data consultation state without the voice call connection, and the expected waiting time is longer than the expected time. You can apply for a callback. Callback methods usually involve the agent making a direct call or informing the customer by text or other messaging method to encourage the customer to retry the consultation. In a preferred embodiment, the callback may be made through the following outbound processing unit 330. That is, the outbound message of the outbound processing unit 330 may be used to notify the callback of the customer terminal 100 after the expected consultation waiting time has elapsed.

The previous agent connection function means that when there is a previous agent connection request from the customer terminal 100 and the previous agent terminal 600 is in a state of being available for consultation, the gateway server 800 consults with the counseling information that the customer terminal 100 immediately before. This means that it is retrieved from the DB server 700 and delivered to the immediately preceding counselor terminal 600, and then the customer terminal 100 and the immediately preceding counselor terminal 600 are connected for voice call consultation. In this case, the information on whether the counselor is available depends on whether the immediately preceding agent has logged in or logged out to the immediately preceding counselor's terminal, or whether the counselor's own state is in a waiting / busy / rest state. In the preferred embodiment, the agent immediately connected to the general agent if the agent is logged out, the connection is requested if the standby state, and if the call is in a busy state, a pop-up window is displayed on the previous agent terminal and the voice call connection of the customer terminal is on standby. When the call is available, connect with the previous agent.

In the preferred embodiment, the previous agent connection function and the callback function may be combined with each other. That is, when the status of the previous counselor is logged out or in a call, the customer may receive a callback only when the immediately preceding counselor is available for counseling at the next counseling session for the previous counselor.

The private exchange 400 receives the agent connection call generated by the bidirectional counseling support server 300 through the communication network 200 and transmits that the call is received to the CTI server 500, and thereafter, from the CTI server 500. Based on the extension number of the counseling agent who is assigned to the call, it is connected to the corresponding agent terminal to connect the call path between the customer and the agent. That is, it connects the voice call signal of the customer terminal 100, which has requested consultation to the two-way consultation support server 300, to the counselor terminal 600.

The CTI server 500 receives the voice call for the agent connection request from the private switch 400, detects an agent terminal waiting for a call among the agent terminals, and assigns a predetermined extension number to the private switch 400, The voice call of the customer terminal 100 is connected to the counselor terminal 600 to which the extension number is assigned.

Counselor terminal 600 is connected to the voice call of the customer terminal 100 connected through the private exchange 400 is capable of voice consultation, and has a display, the interactive consultation support server 300 (more specifically screen intermediary) The screen information of the customer terminal 100, which is mediated through the unit 310, may be displayed on the display of the counselor terminal 600, that is, screen sharing is possible. In general, the counselor terminal 600 may include all known terminals that may be used for counseling, and may include all components necessary for the counseling. In one embodiment, the counselor terminal 600 may be a computer device having an audiovisual input unit including a keyboard, a mouse, a microphone, and the like, and an audiovisual output unit including a display, a speaker, and a printer. Furthermore, it may be a mobile terminal such as a smartphone similar to the customer terminal 100.

The counselor terminal 600 according to an embodiment of the present invention displays the screen information of the customer terminal 100 intermediated by the interactive counseling support server 300 (that is, screen sharing) and simultaneously connects the voice. Through the call, the consultation request from the elevation terminal (processing of voice consultation) is possible.

Through this, the present invention enables the counselor to visually check the current screen information of the customer terminal 100 so that the current situation of the customer may be recognized in real time. Based on this, the agent can handle the counseling task, so that the customer can visually process a more clear and clear explanation of the situation in which he or she is able to solve the problem that occurred when the user had to explain the situation only by the existing voice. have. Counselors can also have the effect of handling more immediate and accurate counseling tasks.

In another embodiment according to the present invention, the customer terminal 100 recognizes the location and direction information of the customer terminal 100 and the location and direction information through the communication network 200 the two-way consultation support server ( 300, and the bidirectional consultation support server 300 may relay the location and direction information to the counselor terminal 600. The counselor terminal 600 may process a counseling task based on the received position and direction information, thereby enabling the counselor terminal 600 to perform a customized counseling task based on position and direction.

The counselor terminal 600 may include a shared screen manipulation unit 610 for generating a predetermined audiovisual event on a shared screen. That is, on the screen information of the customer terminal 100 displayed on the counselor terminal 600, a visual screen indication display including a circle, a square, a triangle, a straight line, a curve, or the like may be generated. Since the visual screen display is simultaneously displayed in real time on the customer terminal 100 sharing the screen, the customer using the customer terminal 100 can clearly know the contents of the agent through the visual screen display. It can have an effect.

The shared screen manipulation unit 610 may instruct the client terminal 100 (more specifically, the application of the client terminal 100) to cause the audiovisual event to occur through the bidirectional consultation support server 300. That is, the audiovisual event may include all events that may appear on the display of the customer terminal 100 as well as the visual screen indication.

FIG. 5 illustrates an embodiment in which an audiovisual event occurs on the screen of the customer terminal 100 and the counselor terminal 600 and the shared screen during the customized consultation based on the location and direction.

In FIG. 5, the mobile terminal shown on the left side is the customer terminal 100, and the screen 51 displayed on the display is screen information currently displayed on the customer terminal 100. The current screen 51 shows a map. Optionally, the location and direction information can be reflected on such a map. The screen 52 and the screen 53 are screens displayed on the agent terminal 600, and the dual screen 53 is the customer terminal 100 that is shared through the screen intermediary 310 of the interactive counseling support server 300. The screen 51 of. The screen 52 is a consultation support screen that is not shared. The shared screen manipulation unit 610 of the counselor terminal 600 may display an audiovisual event 53a (circles, rectangles, and arrows in FIG. 5) on the shared screen 53. The incident is shared and displayed on the screen 51 of the customer terminal 100 (53b). In this way, it is possible to consult while sharing a map screen in FIG.

Furthermore, the shared screen manipulation unit 610 may cause an audiovisual event to switch the consultation service screen displayed on the customer terminal 100. That is, when the customer does not know which service screen to go to, or the agent wants to guide the customer to the specific service screen, the shared screen operation unit 610 of the counselor terminal 600 is displayed on the display of the customer terminal 100 It is possible to switch the screen to the service screen desired by the counselor. The consultation service screen may be stored in a DB server.

An embodiment of such counseling service screen switching is described in FIG. 6. Referring to FIG. 6, counseling service screens 61 and 62 to be displayed on the customer terminal 100 are displayed on the counselor terminal 600. The consultation service screen 61 is a service screen related to a monthly fee breakdown inquiry, and the consultation service screen 62 is a service screen related to the total usage time inquiry. The check box 63 displays a function of the screen sharing operation unit for switching the two consultation service screens. The counselor terminal 600 may change the consultation service screen displayed on the client terminal 100 using the screen sharing operation unit during consultation with a customer. That is, when the customer inquires about the total usage time during the consultation with the customer, it is possible to switch from the conventional screen 61 to the service screen 62 relating to the total usage time, so that the customized consultation is possible according to the consultation situation. Has In addition, the service screen is not necessarily shared with the customer and may be displayed only in the counselor terminal 600 without being shared with the customer terminal 100.

FIG. 7 is a view for explaining a process of sharing photo and video information of the customer terminal 100 using the screen intermediary 310 of the interactive counseling support server 300. When the counselor selects a photo taking menu of the combo 71 corresponding to the shared screen manipulation unit 610, the screen of the customer terminal 100 may be switched to a photo taking service screen. Thereafter, when the customer takes a picture on the terminal 100 (72), the taken picture is automatically transmitted to the interactive consultation support server 300, and the picture is shared on the display of the counselor terminal 600.

In a further embodiment according to the present invention, the two-way consultation system receives the encrypted packet information from the communication network 200, decrypts it and forwards it to the two-way consultation support server 300, the customer terminal 100 And it may further include a password-decryption mediation server that performs an encryption routing function between the bi-directional consultation support server 300. The encryption-decryption mediation server receives a request for consultation based on the encrypted specialized packet through the communication network 200 from the customer terminal 100, interprets the received request and supports the bidirectional consultation through a routing function. Call the server 300. That is, the password-decryption mediation server delivers the consultation request from the customer terminal 100 to the two-way consultation support server 300 so that the consultation connection request of the customer terminal 100 is received in the two-way consultation support server 300, It serves to connect the communication between the customer terminal 100 and the two-way consultation support server 300, and all packets sent and received between the customer terminal 100 and the password-decryption mediation server is encrypted by the SEED algorithm (domestic standard encryption algorithm). I can give and receive in a state.

2 is a flowchart showing a procedure of a two-way consultation method according to an embodiment of the present invention. This flowchart is an embodiment of how a counseling request is handled between the components of the interactive counseling system according to the invention shown in FIG.

First, the outbound service step (S500) and the authentication step (S400) indicated by the dotted line indicate that it can be omitted in the present invention, and as will be described later, the outbound service step (S500) and the authentication step (S400) necessarily appear in FIG. It should not be located between the customer consultation request step (S100) and the agent connection step (S200).

Two-way consultation method according to the invention the customer consultation request step (S100); Agent connection step (S200); And a screen sharing counseling step (S300), and may further include an optional outbound service step (S500) and an authentication step (S400), wherein the screen sharing counseling step (S300) is a shared screen manipulation step (S310). And the location and direction information sharing step (S320).

Customer consultation request step (S100) is a communication connection to the two-way consultation support server 300 to request a consultation to the two-way consultation support server 300 through the customer terminal 100 connected to the communication network 200. Unlike the counselor connection step (S200) to be described below is a voice call consultation, the customer consultation request step (S100) is made through a data consultation connection. More specifically, when a consultation request is input from the customer terminal 100 to the two-way consultation support server 300 and connected, the customer terminal 100 receives initial voice and screen guidance information stored in the scenario unit of the two-way consultation support server 300. Send it out. Thereafter, the customer terminal 100 transmits the service selection information to the bidirectional consultation support server 300 according to the voice and guidance information according to the scenario unit, and the bidirectional consultation support server 300 of the customer terminal 100 is provided. Check whether the service selection information is general inquiry information or agent connection request information. In this case, when the customer terminal 100 selects an agent connection service, the bidirectional counseling method according to the present invention moves to an agent connection step S200 in order to connect the agent terminal 600 to the customer terminal 100.

In the customer consultation request step (S100), before the customer terminal 100 and the agent terminal 600 are connected for the voice call consultation, the CTI gateway 350 is provided from the agent terminal 600 through the CTI server 500. Receiving agent state information, and transmitting the agent state information to the customer terminal 100, the agent state information receiving step (S120); may include.

The customer consultation request step (S100) further includes a callback function (callback step (S140)) and a previous agent connection function (previous agent connection request step (S160)) described in the device invention of the present invention through the gateway server 800. Can be implemented.

In the agent connection step (S200), the private exchange 400 and the CTI server 500 transmit the voice call call of the customer terminal 100 to the agent terminal 600 in response to an agent connection request from the customer terminal 100. This is the step of connecting. When there is an agent connection request from the customer terminal 100, a voice call of an agent connection is generated and the voice call is introduced into the private exchange 400 through the communication network 200, and then the private exchange 400 connects to an agent. The CTI server 500 transmits that the voice call for the incoming call is received, and the CTI server 500 detects an agent terminal 600 waiting for a call among the agent terminals 600 and transmits the extension number of the corresponding agent terminal unit to the private exchange 400. Send to). Accordingly, the private exchange 400 connects the customer terminal 100 and the corresponding counselor terminal 600 so that the customer is connected to the counselor. Here, the agent connection step (S200) is not only to connect only the voice call to the agent terminal 600, but also of the customer terminal 100, which the two-way counseling support server 300 relays to the agent terminal 600 to which the voice call is connected. Screen information is also linked (ie, mediated) to be shared on the screen. Hereinafter, the screen sharing counseling step S300 of performing a voice counseling based on the shared screen will be described.

3 is an embodiment of a screen configuration displayed on the customer terminal 100 showing the customer consultation request step (S100) and the agent connection step (S200).

The screen 30 is an execution screen of an application shown in the display of the customer terminal 100 and is a screen displayed when the interactive counseling support server 300 is connected. This screen 30 is then progressed by the scenario unit of the interactive consultation support server 300. The scenario unit provides various screens and sound effects according to the customer's consultation selection. For example, when the counselor connection is selected on the screen 30, the scenario unit may provide a counselor state and a connection screen such as the screen 31. The customer may request a counselor connection request to the bidirectional consultation support server 300 by designating a specific counselor as shown in the screen 31 on the client terminal 100. The screen 32 shows the standby screen until the agent connection after the agent connection request.

Screen sharing consultation step (S300) is the screen information of the customer terminal 100 is displayed on the counselor terminal 600 through the intermediary of the interactive consultation support server 300, and the customer terminal through a voice call connected This is a step of processing a voice consultation from 100. That is, when the voice call of the customer terminal 100 and the counselor terminal 600 is connected to the voice call for the voice call at the same time, the two-way consultation support server 300 intermediates the screen of the two-way consultation support server 300 The screen 310 enables screen sharing of the screen information of the customer terminal 100 on the display of the counselor terminal 600.

In addition, the counselor terminal 600 may provide various types of information (customer information, customer terminal 100 information, various contents information, etc.) stored in the DB server 700 to the counselor through the CTI server 500. Can be. In addition, the counselor terminal 600 may bring specific counseling service screen information from the DB server 700, and the client terminal may be configured as a mediation of a specific service screen selected by the counselor terminal 600 through a bidirectional counseling support server 300. 100 may be provided.

In one embodiment according to the present invention, the screen sharing consultation step (S300) is further to share the location information and the direction information that the customer terminal 100 is facing the customer terminal 100 with the counselor terminal 600. Location and direction information sharing step (S320) may be further included. This has been described in detail in the location and direction information sharing portion of the counselor terminal 600 in the description of the device invention of the present invention.

In another embodiment according to the present invention, the screen sharing consultation step (S300), the audiovisual on the screen of the customer terminal 100 shared by the counselor terminal 600 and the customer terminal 100 The method may further include a sharing screen manipulation step S310 for causing an event to occur. This has been described in detail in the description of the shared screen operation unit 610 and the description of the audiovisual event in the description of the device invention of the present invention.

In one embodiment according to the present invention, it may optionally include an authentication step (S400) for specifying the customer requesting consultation or to authenticate the membership and qualifications. The authentication step (S400) is a DB server (the personal information of the customer and / or information of the customer terminal 100) from the customer terminal 100 through the authentication processing unit 320 of the two-way consultation support server 300 ( The customer who requested the consultation is authenticated by comparing with the existing customer information stored in 700). If the customer authentication is not confirmed, requesting the customer authentication again, returning to the step of inputting the authentication information, resending the voice and video guide information for the customer authentication, and regenerating the corresponding authentication information from the customer terminal 100. Take input. In another embodiment according to the present invention, the authenticated personal information of the customer, etc. are displayed on the display of the counselor terminal 600 simultaneously with the counseling via voice in the screen sharing counseling step (S300) of the counselor terminal 600. Can be.

Although the authentication step (S400) appears to exist between the customer consultation request step (S100) and the agent connection step (S200) in Figure 2, this may occur after the agent connection step (S200), customer consultation request step (S100) ) May exist before. This is because the authentication step (S400) may occur in any of the methods according to the present invention if the authentication of the customer who requested the consultation is necessary, and such an authentication step (S400) may not be necessary when consulting with an unspecified majority. Because of this authentication step (S400) may be any optional in the method according to the invention.

Outbound service step (S500) is a step corresponding to the outbound processing unit 330 of the two-way consultation system of the present invention, the customer by using a push function including predetermined outbound information including Google's C2DM, Apple APNS service The outbound message is displayed on the terminal 100. In FIG. 2, the outbound service step S500 is shown before the customer consultation request step S100, but the outbound service step S500 may exist anywhere in the bidirectional consultation method according to the present invention. FIG. 2 illustrates a case where an outbound message is transmitted to the customer terminal 100 through the outbound service, and the customer terminal 100 selects the outbound message to make a customer request.

 8 shows an outbound service step S500 of a two-way consultation method according to an embodiment of the present invention. Register the outbound service target (customer terminal 100) on the outbound service management screen 80a of the agent terminal 600, and outbound processing unit 330 of the two-way consultation support server 300 After confirming the information (for example, telephone number) of the customer terminal 100 transmits the outbound message. After the outbound message 80b is checked in the customer terminal 100 and then selected by the customer terminal 100 (80c), according to the scenario information on the outbound service in the scenario unit of the bidirectional consultation support server 300. The outbound screen 80d is displayed on the customer terminal 100. According to the configuration of the screen 80d, surveys, event promotions, etc. can be performed. When the customer terminal 100 makes a consultation request (or an agent connection request) accordingly, the system and method as described above are provided. .

The present invention described above is not limited to the above-described embodiments and the accompanying drawings, and various substitutions, modifications, and changes are possible in the art without departing from the technical spirit of the present invention. It will be clear to those of ordinary knowledge.

100: customer terminal 200: communication network
300: two-way consultation support server 310: screen intermediary
320: authentication processing unit 330: outbound processing unit
350: CTI Gateway 400: Private Exchange
500: CTI Server 600: Agent Terminal
610: shared screen control panel 700: DB server
800: gateway server S100: customer consultation request step
S120: Receive agent status information step S200: Agent request step
S300: Screen sharing consultation step S310: Shared screen operation step
S320: location and orientation information sharing step S400: authentication step
S500: Outbound Service Phase

Claims (10)

Consulting system of the contact center that enables interactive screen sharing consultation with the contact center via smartphone,
A customer terminal 100 which is a smart phone capable of data consultation and voice call consultation through a communication network;
Wired and wireless communication network 200;
A two-way consultation support server 300 that responds to a data consultation request from the client terminal 100 and connects the client terminal 100 and the counselor terminal 600 to mediate transmission and reception of consultation data between the client terminal 100;
A private exchange (400) and a CTI server (500) for distributing and allocating voice call consultation calls from the customer terminal (100) to a counselor terminal (600); And
And a counselor terminal (600) which is a desktop computer for processing a voice consultation from the customer terminal (100) through a voice call connected by the private exchange (400).
After the customer terminal 100 and the counselor terminal 600 are connected for a voice call consultation, the bidirectional consultation support server 300 delivers the screen information transmitted from the customer terminal 100 to the counselor terminal 600. And a screen broker 310, wherein the screen broker 310 mediates screen information independently of the voice call connection through the private exchange 400, and the counselor terminal 600 performs the voice counseling. In the interactive consultation system for displaying the screen information of the customer terminal 100 transmitted from the screen intermediary 310 at the same time,
The bidirectional consultation support server 300 includes a CTI gateway 350 that receives agent status information from an agent terminal 600 through a CTI server 500,
The CTI gateway 350 transmits the agent state information to the customer terminal 100 before the customer terminal 100 and the agent terminal 600 are connected for the voice call consultation, and the customer terminal 100 displays the screen. Display agent status information on
The agent state information received from the CTI gateway 350 may include information about an estimated waiting time for the agent terminal 600 to be consulted or whether the agent terminal 600 is in a counseling state. Interactive consultation system, characterized in that the information.
The method of claim 1,
The two-way consultation system includes a DB server 700 and a gateway server 800 that stores the consultation information of the customer in the DB server 700 and recalls the stored consultation information.
When the gateway server 800 receives the callback request from the customer terminal 100, the gateway server 800 stores information about the expected counseling waiting time in the DB server 700, and supports bidirectional counseling after the estimated counseling waiting time has elapsed. Server 300 is a two-way consultation system, characterized in that the call back to the customer terminal (100).
The method of claim 1,
The two-way consultation system includes a DB server 700 and a gateway server 800 that stores the consultation information of the customer in the DB server 700 and recalls the stored consultation information.
If there is a previous agent connection request from the customer terminal 100 and the previous agent terminal 600 is available for consultation,
The gateway server 800 retrieves the consultation information that the customer terminal 100 has just performed from the DB server 700 and delivers the information to the immediately preceding counselor terminal 600, and then the client terminal 100 and the immediately preceding counselor terminal 600. Is connected for voice call counseling.
delete delete As a consultation method of a contact center that provides interactive screen sharing consultation with a contact center through a smartphone,
A customer consultation request step (S100) in which the customer terminal 100 connected to the communication network 200 communicates with the bidirectional consultation support server 300 in order to request a consultation from the counselor terminal 600;
After the customer terminal 100 and the counselor terminal 600 are connected for voice call consultation, the bidirectional consultation support server 300 responds to the voice call connection request from the customer terminal 100 in response to the private exchange 400. And an agent connection step of connecting the customer terminal 100 to the counselor terminal 600 which is a desktop computer through the CTI server 500 (S200). And
The two-way consultation support server 300 includes a screen broker 310 for transmitting the screen information transmitted from the customer terminal 100 to the counselor terminal 600, the screen broker 310 is a private exchange ( Screen information is brokered independently of the voice call connection through 400, and the counselor terminal 600 displays the screen information of the customer terminal 100 delivered from the screen broker 310 while performing the voice counseling. In the interactive consultation method comprising a screen sharing consultation step (S300),
The customer consultation request step (S100),
Before the customer terminal 100 and the agent terminal 600 are connected for voice call consultation, the bidirectional consultation support server 300 connects the CTI server 500 from the agent terminal 600 through the CTI gateway 350. Receiving agent state information through, the CTI gateway 350 transmits the agent state information to the customer terminal 100 to display the agent state information on the screen of the customer terminal 100, the agent state information receiving step ( S120); and
The agent state information received from the CTI gateway 350 may include information about an estimated waiting time for the agent terminal 600 to be consulted or whether the agent terminal 600 is in a counseling state. Interactive consultation method characterized in that the information.
The method according to claim 6,
The bi-directional consultation method may store the consultation information of the customer in the DB server 700 through the gateway server 800 and recall the stored consultation information,
In the customer consultation request step (S100),
When the gateway server 800 receives the callback request from the customer terminal 100, the gateway server 800 stores information about the expected counseling waiting time in the DB server 700, and supports bidirectional counseling after the estimated counseling waiting time has elapsed. Server 300 further comprises a callback step (S140) for making a callback to the customer terminal (100).
The method according to claim 6,
The bi-directional consultation method may store the consultation information of the customer in the DB server 700 through the gateway server 800 and recall the stored consultation information,
In the customer consultation request step (S100),
If there is a request for connection of a previous counselor from the client terminal 100 and the immediately preceding counselor terminal 600 is available for counseling, the gateway server 800 provides the DB server 700 with the counseling information that the client terminal 100 immediately performed. Recalling from the step includes a previous agent connection request step (S160) to deliver to the last agent terminal 600,
After the agent connection step (S200), the customer terminal 100 and the immediately preceding counseling terminal 600 is characterized in that the two-way consultation method characterized in that connected for the voice call consultation.
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