KR101602855B1 - Method for requiring after service using search keywords - Google Patents

Abstract

The present invention relates to a method of requesting an after-sales service using a manual search keyword, the method comprising: displaying a user's manual corresponding to product information and receiving a search keyword; Transmitting the input search keyword to the search server and receiving and displaying the search result information; Extracting an optimal keyword from the input search keyword and the search result information when the user terminal receives an after service request command; The user terminal generating an SMS (Short Message Service) type after-service request message including the extracted optimal keyword and the product information; And registering the after-service request message generated by the user terminal in the after-service acceptance server.

Description

METHOD FOR REQUIRING AFTER SERVICE USING SEARCH KEYWORDS "

The present invention relates to a method of requesting an after-sales service using a keyword for searching for a manual, and it is possible to search for a download of a user's manual and related inquiries of a product, execute an after-sales service request using the search keyword used for the search, The present invention relates to a method of requesting an after-sales service using a manual search keyword.

Generally, suppliers that manufacture and supply products of all appliances, including home appliances, include descriptions of product installation, operating instructions, function descriptions, and precautions for use so that purchasers who purchase the product can use the product correctly The manual is made in a booklet and supplied to the purchaser together with the product.

When purchasing the product, the purchaser installs the product using the instruction manual that is supplied with the product and learns the operating instructions.

However, the instruction manual of the product supplied to the ground is likely to be lost over time, and if the instruction manual is lost, the product is inconvenient to use, and when the instruction manual is lost, (After / Service Center) There is a difficulty in finding information related to troubleshooting such as telephone number. In addition, there is a problem that cost is added because a user's manual must be produced in the form of a sheet and supplied to all buyers.

It is an object of the present invention to provide a mobile terminal capable of easily downloading user's manuals of various products and conveniently searching for related inquiries using the mobile terminal, And a method of requesting an after-sales service using the keyword of the manual search for executing the request at a time.

A method of requesting an after-sales service using a manual search keyword according to an embodiment of the present invention includes: displaying a user's manual corresponding to product information and receiving a search keyword; Transmitting the input search keyword to the search server and receiving and displaying the search result information; Extracting an optimal keyword from the input search keyword and the search result information when the user terminal receives an after service request command; The user terminal generating an SMS (Short Message Service) type after-service request message including the extracted optimal keyword and the product information; And registering the after-service request message generated by the user terminal in the after-service acceptance server.

The extracting of the optimal keyword may include extracting at least one of the optimal keywords based on the input frequency of words included in the search keyword, And extracting at least another one of the optimal keywords from words selected by touching for more than a predetermined time in the searched result information.

According to an embodiment of the present invention, the step of generating an after-sales service request message comprises: receiving a change of order of the extracted optimal keyword; And generating the sentence form by receiving the additional keyword.

According to an embodiment, the search server includes a portal site operation server or an SNS (social networking service) operation server.

According to an embodiment, the product information includes input using an image of a product identification code.

The after-service request method using the manual search keyword according to the embodiment of the present invention has the effect of conveniently downloading and managing user's manuals of various products using the mobile terminal.

In addition, the present invention enables a user to conveniently search for a question in using the user's manual, generates an A / S request message using the keywords used for the search and the searched result, Thereby providing convenience to the user.

In addition, the present invention enables an A / S acceptance request in the form of a message, thereby eliminating the inconvenience that a user repeatedly selects a question related to acceptance at the time of ARS or Internet acceptance, thereby providing convenience to a user .

1 is a block diagram of a mobile terminal according to an embodiment of the present invention.
FIG. 2 is a flowchart illustrating a method of requesting an after-sales service using a manual search keyword according to an embodiment of the present invention.
3 to 6 are diagrams for explaining a manual application according to an embodiment of the present invention.
7 is a diagram illustrating an after-sales service requesting system according to an embodiment of the present invention.

It is to be understood that the specific structural or functional description of embodiments of the present invention disclosed herein is for illustrative purposes only and is not intended to limit the scope of the inventive concept But may be embodied in many different forms and is not limited to the embodiments set forth herein.

The embodiments according to the concept of the present invention can make various changes and can take various forms, so that the embodiments are illustrated in the drawings and described in detail herein. It should be understood, however, that it is not intended to limit the embodiments according to the concepts of the present invention to the particular forms disclosed, but includes all modifications, equivalents, or alternatives falling within the spirit and scope of the invention.

The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the invention. The singular expressions include plural expressions unless the context clearly dictates otherwise. In this specification, the terms "comprises" or "having" and the like are used to specify that there are features, numbers, steps, operations, elements, parts or combinations thereof described herein, But do not preclude the presence or addition of one or more other features, integers, steps, operations, components, parts, or combinations thereof.

Unless otherwise defined, all terms used herein, including technical or scientific terms, have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs. Terms such as those defined in commonly used dictionaries are to be interpreted as having a meaning consistent with the meaning of the context in the relevant art and, unless explicitly defined herein, are to be interpreted as ideal or overly formal Do not.

As used herein, a module may refer to a functional or structural combination of hardware to perform the method according to an embodiment of the present invention or software that can drive the hardware.

Accordingly, the module may mean a logical unit or a set of hardware resources capable of executing the program code and the program code, and does not necessarily mean a physically connected code or a kind of hardware.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS The present invention will now be described in detail with reference to the accompanying drawings.

1 is a diagram illustrating a configuration of a mobile terminal according to an embodiment of the present invention.

Referring to FIG. 1, the mobile terminal 100 transmits product information and inquiry item search keywords to a search server, receives user's manuals and search results based thereon, and transmits an A / S request message to an A / A camera 120 for photographing an identification code including product information, an operation unit 130 for receiving a key operation for executing a manual application, An interface unit 150 serving as an interface with an external device, a memory unit 160 storing keywords for generating an A / S request message, various menus for operating a manual application, A power supply unit 180 for supplying power necessary for operation of each component of the terminal, a search keyword, and a search result based on the search keyword And a controller 190 for generating an A / S request message and controlling the A / S acceptance request to be performed using the generated A / S request message.

The wireless communication unit 110 may include a mobile communication module, a wireless Internet module, a short distance communication module, a GPS module, and the like.

The mobile communication module transmits and receives radio signals to at least one of a base station, an external terminal, and an external server on a mobile communication network. Here, the wireless signal may include various types of data according to a voice signal, a video call signal, or a text / multimedia message transmission / reception.

Specifically, when the mobile terminal 100 executes a manual application and inputs a search keyword for entering product information and searching for inquiries, the mobile communication module transmits the inputted product information and search keyword to a search server, And receives the retrieved result from the search server.

Here, the search server may be a product service server that provides a user's manual corresponding to the product information, and an SNS operation server or a portal site operation server that provides search results based on inquiry search keywords.

In addition, when receiving an A / S request, the A / S acceptance server is connected to the A / S acceptance server to transmit and receive the A / S request, and receives the acceptance result from the A / S acceptance server.

The wireless Internet module refers to a module for wireless Internet access. The module can be built in or externally connected to the terminal, and is connected to the search server and the A / S acceptance server in the same manner as the mobile communication module through the wireless Internet module.

Here, as wireless Internet technologies, WLAN (Wi-Fi), Wibro (Wireless broadband), Wimax (World Interoperability for Microwave Access) and the like can be used.

The camera 120 performs a function of photographing a product identification code, and product information for requesting a user's manual of the product is input through the photographed identification code.

For example, the product identification code may take a one-dimensional code (e.g., a barcode), a two-dimensional code (e.g., a quick response), or a multi- Do not.

Here, the product identification code includes a product model name, a product serial number, an Internet address where a user's manual of the product can be downloaded, an Internet address for A / S request, and a telephone number for A / S request Related information may be included.

The operation unit 130 receives a user's key operation for controlling the terminal. In particular, it may be a soft button provided as an input of a touch pad or a physical button disposed in the terminal itself, which receives an operation related to the execution of a manual application.

In addition, the product information can be inputted through a textual keyword through the operation unit 130. For example, when a product identification code such as a QR code does not exist, the user can enter product information by inputting a product model name, a product serial number, or the like as a text type keyword through the operation unit.

The sensing unit 140 senses the current state of the terminal, such as the on / off state of the terminal 100, the location of the terminal, whether or not the user touches the terminal, and generates a signal for controlling the operation of the terminal.

The interface unit 150 serves as an interface with all external devices connected to the terminal 100. Examples of the external device connected to the terminal include a card socket such as a wired / wireless headset, an external charger, a wired / wireless data port, a memory card, a SIM (Subscriber Identification Module) or a UIM (User Identity Module) Audio I / O (input / output) terminal, and video I / O (input / output) terminal.

The interface unit 150 may receive data from the external device or supply power to the respective components in the terminal, and may transmit data in the terminal to an external device.

The memory unit 160 stores programs and data necessary for the operation of the terminal 100, and can be divided into a program area and a data area.

The program area may include a program for controlling the overall operation of the terminal, an operating system (OS) for booting the terminal, an application program necessary for reproducing multimedia contents, and other optional functions of the terminal such as a camera function, And applications necessary for image or video playback functions.

The data area is an area in which data generated according to use of the terminal is stored, and can store images, moving pictures, phone books, audio data, and the like.

In particular, the memory unit 160 stores a search keyword for searching for product information and inquiries received through a manual application executed in the terminal 100, and stores the search keyword in a database (DB).

The display unit 170 displays various functions and contents processed by the terminal 100 on a screen.

For example, when the terminal is in the call mode, a UI (User Interface) or a GUI (Graphic User Interface) associated with a call is displayed. In the video communication mode or the photographing mode, the photographed or received images can be displayed individually or simultaneously, and a UI and a graphical user interface (GUI) are displayed.

In particular, the display unit 170 displays various menus of the manual application executed through the terminal 100, for example, a camera mode for inputting product information and inquiries, a keyword input window, and the like are displayed And is displayed so that the user can confirm the data received through the search server and the A / S server.

The controller 190 controls the overall operation of the terminal 100 by controlling the operations of the components. For example, voice communication, data communication, video communication, and the like.

In particular, the control unit 190 controls the terminal 100 to execute a manual application, and controls each component of the terminal so that an operation corresponding to the menu can be executed according to the menu selection of the manual application.

For example, it detects product-related information from a product identification code photographed through a camera, tries to connect with a search server using product-related information, and downloads a user's manual for the product.

In addition, upon receipt of the inquiry item search keyword, an attempt is made to connect with the search server to request a search based on the search keyword, and the search result is received and controlled to be displayed on the terminal.

In particular, when receiving the A / S request, the control unit 190 controls the optimum keyword to be extracted from the inquiry search keyword and the search result information.

In addition, it controls to generate an SMS (Short Message Service) type A / S request message from the extracted optimal keyword, and attempts to connect with the A / S acceptance server to control the acceptance of the A / S request. A detailed description thereof will be described later with reference to Figs. 2 to 7.

The power supply unit 180 receives external power and internal power under the control of the controller 190 and supplies power required for operation of the respective components.

FIG. 2 is a flowchart illustrating a method of requesting an after-sales service using a manual search keyword according to an embodiment of the present invention, FIGS. 3 to 6 are diagrams for explaining a manual application according to an embodiment of the present invention, FIG. 2 is a diagram illustrating an after-sales service request system according to an embodiment of the present invention. FIG.

2 to 7, when a manual application is executed, an initial menu including a camera input menu 310 for inputting product information through an identification code and a keyword input menu 320 for inputting product information through a keyword is displayed do.

For example, when a manual application is executed through the terminal 100, an initial menu for configuring the manual application is displayed as shown in FIG. This is only one embodiment for explaining the present invention, and menu configuration items, menu positions and the like can be changed.

When the camera input menu 310 is selected, the camera shooting mode 410 is executed, and product information is received from the photographed product identification code.

Here, the product identification code may be a one-dimensional code (e.g., a barcode), a two-dimensional code (e.g., a quick response), or a multi-dimensional code.

For example, as shown in FIG. 4A, a QR code is photographed to receive product information. The product information may include, but is not limited to, a product model name, a product serial number, an Internet address to which a product manual is linked, an A / S request telephone number, and an A / S request Internet address.

When the menu of the keyword input menu 320 is executed, a keyword input window is displayed, though not shown, and the product information is input in a keyword form through the input window.

The terminal transmits the product information inputted through the camera input menu 310 or the keyword input menu 320 to the search server (S10, S11). For example, X550V, which is the product model name acquired through the photographed identification code, is transmitted to the search server.

The search server receives the product information, searches for a user's manual corresponding to the product information, and transmits the user's manual to the terminal (S12).

For example, as shown in FIG. 4B, when the terminal transmits X550V, which is a product model name, to the search server, the search server receives the product model name and searches for the corresponding user's manual and transmits it to the terminal.

The terminal receives the instruction manual and displays the instruction manual on the terminal screen 420. Here, the search server may be a product service server that provides instructions for use.

The instructional application displays an inquiry menu 430 for retrieving inquiries when the instruction manual is displayed.

If the inquiry menu 430 is selected, the search keyword is input from the inquiry entry window 510 (S13), and the inputted search keyword is transmitted to the search server (S14).

The search server receives the search keyword, performs search based on the search keyword (S21), and transmits the search result to the terminal (S22). The terminal receives the searched result and outputs it to the terminal screen so that the user can check it.

Here, in the case where the inquiry is additionally generated, steps S13 to S22 are repeatedly performed so that the user can search for the question of the question and the corresponding answer.

Specifically, when the inquiry item menu 430 is selected, as shown in FIGS. 5A and 6A, a search keyword input window 510 for searching for inquiries, a search keyword for performing a selective search A specialist group search menu 520 and a portal site search menu 530 are displayed.

Here, the search keyword is input through the search keyword input window 510, and the input search keyword is divided into primary information for generating the A / S request message and is stored in the memory unit 160 .

In another embodiment, the product model name obtained from the product information may be automatically input into the search keyword input window 510 and then the search keyword may be input.

If the expert group search menu 520 is selected, the terminal transmits the input search keyword to the search server, and the terminal receives the search result from the search server and displays the result on the screen 570 as shown in FIG. 5B. Here, the search server may be an SNS operation server.

Also, when the search result is displayed on the screen 570, the guide application displays SNS selection menus 540, 550, and 560 for identifying the searched result.

For example, when the tweeter menu 540 is selected, only the answers retrieved from the tweeter can be displayed, and the most popular experts can be displayed by using the number of views, Can be filtered so as to be displayed in a priority order.

When the Portal Site search menu 530 is selected, the terminal transmits the input search keyword to the search server, and the terminal receives the search result from the search server and displays the search result on the screen 670 as shown in FIG. 6B. Here, the search server may be a portal site management server.

Also, when the search result is displayed on the screen 670, the guide application displays portal site selection menus 640, 650 and 660 for identifying the search result.

For example, if the Daum menu 640 is clicked, only the answers retrieved from the Daum site can be displayed.

Here, words selected by touching for more than a predetermined time from the search results displayed on the screens 570 and 670 are divided into secondary information for generating an A / S request message, and are stored in the memory unit 160.

For example, from the search result output on the terminal screen, the user can acquire a word suitable for an inquiry reply or words for additional search. At this time, if a word longer than a predetermined moment is touched, And then stored in the memory unit.

In addition, the manual application displays an additional search menu 580 and an A / S request menu 590 for performing additional searches when the search results are displayed on the screens 570, 670.

When the additional search menu 580 is selected, the steps S13 to S22 are repeatedly performed. When the step is repeated, the search keyword input through the search keyword input window 510 generates an A / S request message And the words selected by touching for more than a predetermined time from the search result displayed on the screens 570 and 670 are stored in the memory unit 160 and the second And is stored in the memory unit 160. [

At this time, the user clicks the A / S request menu 590 when the user can not find a solution through the search or suspects a failure of the product, and the manual application receives the A / S request.

Upon receiving the A / S request (S15), the manual application extracts an optimal keyword from the primary and secondary information for generating the A / S request message stored in the memory unit, and generates an A / S request message (S16) .

The generated A / S request message is transmitted to the A / S acceptance server, and the A / S request is uploaded (S17). The A / S acceptance server transmits the acceptance result according to the A / S request to the terminal (S31).

Here, the optimal keyword is composed of a plurality of words, and the plurality of words are extracted from the primary and secondary information for generating the A / S request message.

More specifically, the optimal keyword extraction extracts the most frequently input words by the input frequency among the words included in the search keywords stored as the primary information.

In addition, the optimum keyword extraction classifies words of similar content among the selected words that are touched for more than a predetermined moment stored as secondary information, and classifies similar content words such as errors and errors into one category The solution method, and the solution method are classified into another category, and one word is extracted for each category. The words extracted from the primary and secondary information are stored in the memory unit 160.

Here, the database for classifying the words having similar contents may be stored in the memory unit 160, and when the dictionary application is installed in the terminal, the database may be used in conjunction with the dictionary.

In another embodiment, the optimal keyword extraction may be performed by displaying at least one or more than one of the keywords selected from the user on the screen in the order of the most frequently input words among the words included in the search keyword stored as the primary information, Extract words.

In addition, the optimal keyword extraction may display the words stored in the secondary information on the screen in a touched order, and select at least one or more of the words from the user and extract the selected words.

For example, a word stored as primary information is displayed on the screen, words simultaneously stored as secondary information are displayed on the same screen, at least one or more words of the primary information and the secondary information are selected from the user, Extract words. Here, the words extracted from the primary and secondary information are stored in the memory unit 160.

In addition, although not shown, the optimum keyword extraction completion menu is displayed on the screen, and the optimum keyword extraction can be completed by receiving the menu.

The plurality of words extracted through the embodiments constitute an optimal keyword. When the optimal keyword extraction is completed, the words included in the extracted optimal keyword are displayed on the screen.

A message in the form of a sentence is generated by receiving input of a change in the order of words displayed on the screen or receiving an additional keyword, that is, an inquiry corresponding to at least one of the words and words.

The generated message is combined with the product information inputted through the camera input menu 310 or the keyword input menu 320 of FIG. 3 to generate a final A / S request message, and transmitted to the A / And requests A / S.

Here, the generated A / S request message may be a Short Message Service (SMS) type message, and user information such as a terminal phone number may be included in the generated A / S request message.

Thereafter, the A / S acceptance server receives the A / S request and transmits the A / S request acceptance result to the terminal. The terminal receives the result of the acceptance and outputs the acceptance result of the A / S request to the screen so that the user can confirm it.

As described above, the present invention has the effect of conveniently downloading and managing user's manuals of various products using the mobile terminal.

In addition, the present invention enables a user to conveniently search for a question in using the user's manual, generates an A / S request message using the keywords used for the search and the searched result, Thereby providing convenience to the user.

In addition, the present invention enables an A / S acceptance request in the form of a message, thereby eliminating the inconvenience that a user repeatedly selects a question related to acceptance at the time of ARS or Internet acceptance, thereby providing convenience to a user .

While the present invention has been particularly shown and described with reference to exemplary embodiments thereof, it is to be understood that the invention is not limited to the disclosed embodiments, but, on the contrary, is intended to cover various modifications and equivalent arrangements included within the spirit and scope of the appended claims. Accordingly, the true scope of the present invention should be determined by the technical idea of the appended claims.

110: wireless communication unit 120: camera
130: Operation part 140:
150: interface unit 160: memory unit
170: display unit 180: power supply unit
190:

Claims (5)

delete A method of requesting an after-sales service using a manual search keyword installed in a user terminal,
Transmitting product information input through a camera input menu or a keyword input menu to a search server, receiving a user's manual corresponding to the product information from the search server and displaying the user's manual together with an inquiry menu;
A search keyword, at least one of a search keyword, an expert group search menu, and a portal site search menu may be input together with the search range designation value at least one time and transmitted to the search server, And displays the selected search keyword together with the additional search menu and the AS request menu, stores the search keyword inputted through the inquiry menu as first information for generating an AS request message, As secondary information for generating an AS request message;
When an AS request command is inputted, a search keyword having the highest input frequency among the search keywords stored as the primary information is extracted and displayed as an optimum keyword, and the extracted words are classified into the same category and stored Extracting one word for each category as an optimal keyword and displaying the same together;
Receiving an order change of the displayed plurality of optimal keywords or receiving an additional keyword and generating an SMS after sales service request message including the product information;
And transmitting the created after-sales service request message to the after-sales service acceptance server and registering the after-service service request message. delete delete delete

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