KR101638870B1

KR101638870B1 - ARS Server And, Recording Medium Recording ARS Application Prgram And, ARS Service Method

Info

Publication number: KR101638870B1
Application number: KR1020140108858A
Authority: KR
Inventors: 김길호
Original assignee: 김길호
Priority date: 2014-08-21
Filing date: 2014-08-21
Publication date: 2016-07-15
Also published as: KR20160023074A; WO2016027955A1

Abstract

According to an aspect of the present invention, a call connection unit (110) for making a call connection with a server according to a call connection request signal of a client terminal (200); A database 120 for storing ARS scenario data for guiding clients according to ARS service contents; In response to the ARS scenario data stored in the database 120, a query signal of a request for requesting a client to select a specific item or requesting selection of an arbitrary item by presenting a plurality of selection items is transmitted to the client terminal 200 A query output unit 130; A response receiver 140 receiving a response signal from the client terminal 200, the response signal being received in the form of a text signal, including a response content of the client corresponding to the content of the inquiry signal; And outputting an order inquiry signal according to the ARS scenario data through the inquiry output unit 130 according to the contents of the response included in the response signal or guiding or accepting the request of the client, 200 and the agent terminal 300 or controls the client terminal 200 and the third party terminal 400 to establish a mutual call connection.

Description

[0001] The present invention relates to a recording medium on which an ARS application program for generating and outputting a response signal to be input to an ARS server and an ARS server, and an ARS service method using the ARS application program,

[0001] The present invention relates to an ARS server and a recording medium on which an ARS application program for generating and outputting a response signal to be input to the ARS server is recorded and an ARS service method using the ARS application program. More particularly, An ARS server capable of transmitting a response signal of a text signal type to the ARS server in response to a request signal provided to the ARS server so as to clearly transmit the contents of the response of the client to the ARS server and an ARS application A recording medium on which a program is recorded, and an ARS service method using the same.

In general, the ARS (Automatic Response System) stores various kinds of information by voice, and when the client accesses the system by using a telephone, it informs the user how to use the voice to search for necessary information, As a response system, it is used in a variety of fields such as an exchange service company such as 1636 and a customer consulting center (call center) of an electronic product manufacturer in order to reduce labor cost of an agent.

In the conventional ARS, a plurality of selection items matching each of the button keys 0 to 9 provided in the telephone are presented by voice so that the client can retrieve necessary information, To provide the ARS service by voice guidance step by step.

However, in the case of such a button key response method, ARS service is performed for each arbitrary item selected by the client after a plurality of selection items are output one by one for each scenario step of each ARS. Therefore, Not only is it lengthened, but it is inconvenient to use it because it repeats the operation of lifting the phone to listen to the message and then repeatedly lowering the phone to operate the button again.

In recent years, in order to solve such inconvenience, a speech recognition ARS has been disclosed in which a speech recognition engine is placed in a server of an ARS system and a client is instructed to say a desired item to confirm the client's choice by voice recognition of the client's voice. However, The voice recognition is performed without reflecting the difference in pronunciation between the microphones and the micro-input voice data is converted into data several times until the voice data is input to the server through the communication network.

Accordingly, there has been a problem in that a seamless ARS service is limited due to a request for voice input to the client again due to a degraded voice recognition rate or a completely different item that the client does not desire due to a voice recognition error.

Open Patent Publication No. 2009-0076309 (2009.07.13), ARS service system and method thereof

SUMMARY OF THE INVENTION The present invention has been made in order to solve the above-mentioned problems, and an object of the present invention is to provide an ARS (Automatic Response System) service in which a client responds to a query signal provided to a client according to a predetermined ARS scenario, And an ARS application program for generating and outputting a response signal to be input to the ARS server, wherein the ARS server transmits the response signal to the ARS server in the form of a text signal, And an ARS service method using the recording medium.

According to another aspect of the present invention, the inquiry output unit 130 converts the inquiry signal into a text signal form so that the inquiry content of the inquiry signal is displayed in a character window on a window 210 of the client terminal 200 To the client terminal (200).

According to another aspect of the present invention, there is provided a recording medium on which an ARS application program for generating and outputting a response signal to be input to the ARS server 100 is recorded, A call connecting step (S210) of outputting a request signal to call connection between the client terminal (200) and the ARS server (100); Receives the query signal output from the ARS server 100 according to the ARS scenario data, outputs the request content included in the received query signal to the speaker 220 of the client terminal 200, (S220); A signal conversion step (S230) of receiving a voice signal of a client input through the microphone (230) in response to the inquiry signal, and recognizing the voice signal and converting the voice signal into a text signal form; And a response signal output step (S240) of transmitting a response signal converted into a text form according to the transmission control signal to the ARS server 100. The ARS application program for executing the ARS application program for causing the client terminal 200 to execute do.

According to another aspect of the present invention, there is provided a call connection step (S310) of outputting a call connection request signal to the ARS server (100) according to a call connection control signal of the client terminal (200) and making a call connection with the ARS server (100); In response to the ARS scenario data stored in the ARS server 100, the client requests the client to input a specific item or presents a plurality of selection items to request an arbitrary item to the client terminal 200 (S320) of outputting a request content included in the query signal through the client terminal (200) having received the query signal; A signal converting step (S330) of receiving a voice signal of a client input through a microphone (230) of the client terminal (200) in response to the inquiry signal, and recognizing the received voice signal and converting the voice signal into a text signal form; A response signal output step (S350) of transmitting a response signal converted into a text form according to the transmission control signal to the ARS server (100); And outputs a response signal according to the ARS scenario data according to the response content included in the received response signal, or guides or receives the request information of the client, or transmits the request information to the client terminal 200 and the agent terminal 300, And a control step (S360) of establishing mutual call connection between the client terminal (200) and the third party terminal (400) or establishing a mutual call connection between the client terminal (200) and the third party terminal (400).

According to another aspect of the present invention, in the call connection step S310, a touch panel is disposed at a lower portion of the screen window 210 to display an application icon 260 displayed on a screen window 210 of the client terminal 200 When the touch operation is detected, the ARS server 100 outputs the call connection control signal and the call connection with the ARS server 100 is automatically performed.

According to another aspect of the present invention, the request content output step (S320) receives a query signal in the form of a text signal output from the ARS server (100) and transmits the request content included in the received query signal to a screen window 210). The ARS service method is provided.

According to another aspect of the present invention, a response signal included in a text-type response signal converted through the signal conversion step (S330) is displayed as a response signal And a displaying step (S340).

According to another aspect of the present invention, the response signal display step S340 may include generating a keypad 213 for modifying the response content displayed on the screen window 210 of the client terminal 200, (210), and the response contents are modified according to an input signal according to an operation of the keypad (213) and displayed.

According to another aspect of the present invention, the response signal output step (S350) includes a step of outputting a response signal when the transmission request button 215 displayed as a part of the keypad 213 or independently displayed in the screen window 210 is selected, And outputs the response signal to the ARS server 100 automatically.

According to another aspect of the present invention, there is provided a communication connection step (S410) of outputting a call connection request signal to the ARS server (100) according to a call connection control signal of the client terminal (200) and making a call connection with the ARS server (100); In response to the ARS scenario data stored in the ARS server 100, the client requests the client to input a specific item or presents a plurality of selection items to request an arbitrary item to the client terminal 200 (S420) of outputting a content of the request included in the inquiry signal through the client terminal (200) having received the inquiry signal; In response to the inquiry signal, a specific item is inputted or an answer content for displaying a response content selected by an arbitrary item according to an input signal inputted through a keypad 213 displayed on a screen window 210 of the client terminal 200 Step S430; A response signal output step (S440) of outputting a response signal including the response contents according to a transmission control signal and having a text signal form to the ARS server (100); And outputs a response signal according to the ARS scenario data according to the response content included in the received response signal, or guides or receives the request information of the client, or transmits the request information to the client terminal 200 and the agent terminal 300, And a control step (S450) of establishing mutual call connection between the client terminal (200) and the third party terminal (400) or establishing a mutual call connection between the client terminal (200) and the third party terminal (400).

As described above, according to the present invention,

First, in response to a query signal provided to a client according to a predetermined ARS scenario, a response signal including a response content is voice-recognized and converted into a text signal form or a character input to generate a text signal and transmits the text signal to the ARS server 100 The response contents of the client can be clearly communicated to the server, thereby shortening the ARS talk time and solving the problem of having to input the voice several times due to the error of the speech recognition by the ARS server 100. [

Second, by receiving a query signal output from the ARS server 100 according to the ARS scenario data and displaying the contents of the request included in the received query signal as a character in the screen window 210 of the client terminal 200, It is possible to solve the inconvenience of repeatedly performing the operation of lifting the client terminal 200 to listen to the contents of the request and repeatedly performing the operation of lowering the telephone for the button operation again.

Third, a touch operation to select the application icon 260 displayed on the screen window 210 is sensed using a touch panel provided in the client terminal 200, and when the touch operation is detected, the call connection control signal is outputted The call connection with the ARS server 100 can be automatically performed, so that it is not necessary for the client to press the corresponding ARS telephone number every time.

Fourth, a keypad 213 for modifying the contents of the response displayed on the screen window 210 of the client terminal 200 in response to inputting a character is generated and displayed together with the screen window 210 The response contents can be modified and displayed according to the input signal according to the operation of the keypad 213, thereby preventing the inaccurate response contents from being transmitted to the ARS server 100 in accordance with the error in the speech recognition.

Fifth, when a transmission request button 215 displayed as a part of the keypad 213 or independently displayed in the screen window 210 is selected, the converted or modified response signal can be automatically outputted to the ARS server 100, It is possible to increase convenience.

1 is a block diagram showing a configuration of an ARS system according to a preferred embodiment of the present invention.
2 is a block diagram illustrating a functional configuration of an ARS server according to a preferred embodiment of the present invention.
FIG. 3 is a schematic view showing a state where an application icon 260 is displayed on a screen window of a client terminal according to a preferred embodiment of the present invention,
FIG. 4 is a schematic diagram showing a state in which response contents are input in the form of a text signal through a client terminal according to a preferred embodiment of the present invention;
FIG. 5 is a schematic diagram illustrating a state in which a request message of a query signal transmitted from an ARS server according to a preferred embodiment of the present invention is displayed in characters;
6 is a flowchart illustrating a procedure of an ARS service method according to a first exemplary embodiment of the present invention.
FIG. 7 is a flowchart illustrating a procedure of an ARS service method according to a second preferred embodiment of the present invention.
FIG. 8 is a flowchart illustrating each step included in an ARS application program for implementing an ARS service method according to a preferred embodiment of the present invention.

The objects, features and advantages of the present invention will become more apparent from the following detailed description. Hereinafter, preferred embodiments of the present invention will be described with reference to the accompanying drawings.

First, an ARS system according to a preferred embodiment of the present invention will be described. Referring to FIG. 1, an ARS system according to an exemplary embodiment of the present invention may include an ARS server 100, a client terminal 200, an agent terminal 300, and a third-party terminal 400.

2, the ARS server 100 includes a call connection unit 110, a database 120, a query output unit 130, and a query output unit 130. The ARS server 100 includes a call connection unit 110, a database 120, A response receiving unit 140, and a control unit 150. [

The call connection unit 110 performs call connection with the server according to the call connection request signal of the client terminal 200. The database 120 stores ARS scenario data for guiding the client according to the contents of the ARS service .

Here, the content of the ARS service is provided according to the ARS operation purpose of a company operating an ARS system according to a preferred embodiment of the present invention. For example, in the case of an exchange service company such as 1636, If you are an electronics company, please contact us for information related to the electronic products of the client or to receive requests such as A / S, or to connect telephone conversation with the agent. Content. That is, the specific items of the contents of the ARS service may be different according to the ARS operation purpose of the company operating the system.

In addition, the ARS scenario data is data on a message (voice data) provided to a client according to an order to be guided according to contents of each ARS service. The ARS scenario data includes a request for inputting a specific item to a client connected to the call in each step, A request for requesting an arbitrary item to be selected is provided, and various voice data may be provided along with the contents of the ARS service.

In addition, the query output unit 130 may request the client to inquire a specific item or present a plurality of selection items according to the ARS scenario data stored in the database 120, And transmits the response signal received in the form of a text signal from the client terminal 200 to the client terminal 200. The response receiver 140 receives a response signal from the client terminal 200, do.

5, the inquiry output unit 130 displays the request content of the inquiry signal in the request content display window 211 in the screen window 210 of the client terminal 200, A query signal can be converted into a text signal form and transmitted to the client terminal 200.

The control unit 150 analyzes the response content included in the response signal and outputs the order queried signal according to the ARS scenario data through the inquiry output unit 130, Or the call between the client terminal 200 and the agent terminal 300 or the call between the client terminal 200 and the third party terminal 400 is controlled.

Here, the agent terminal 300 is a communication terminal that can directly connect a client and an agent when a specific guidance or counseling is limited by an automatic response through the ARS service. The ARS server 100, The client terminal 300 is connected to the client terminal 300 via the Internet 10 to provide an environment in which the agent and the client can communicate with each other.

Also, the third-party terminal 400 is a terminal device that provides telephone connection according to a request of a client input through the client terminal 300 when the ARS service is an exchange service such as 1636, Or a telephone such as an office.

Next, an ARS service method according to a first preferred embodiment of the present invention will be described.

The ARS service method according to the first exemplary embodiment of the present invention recognizes a voice signal of a client input in response to a query signal received from the ARS server 100, converts the voice signal into a text signal, and transmits the converted response signal to the ARS server 100 6, the call connection step S310, the request content output step S320, the signal conversion step S330, the response signal output step S350, and the control step (S360).

In the call connection step S310, a call connection request signal is output to the ARS server 100 according to the call connection control signal of the client terminal 200, and the call connection is made with the ARS server 100, In step S320, the client requests the client to input a specific item according to the ARS scenario data stored in the ARS server 100 or presents a plurality of selection items, And outputs the contents of the request included in the inquiry signal through the client terminal 200 receiving the inquiry signal.

In addition, the signal conversion step S330 receives the voice signal of the client input through the microphone 230 of the client terminal 200 in response to the inquiry signal, recognizes the voice signal and converts the voice signal into a text signal form do.

The response signal output step (S350) transmits a response signal converted into a text form to the ARS server (100) in accordance with the transmission control signal, and the control step (S360) The client terminal 200 or the agent terminal 300 may be connected to each other by a call connection or the client terminal 200 may receive the ARS scenario data, And the third-party terminal 400 to each other.

In the call connection step S310, a touch panel is disposed at a lower portion of the screen window 210 to select the application icon 260 displayed on the screen window 210 of the client terminal 200 When the touch operation is detected, the call connection control signal is output and the call connection with the ARS server 100 is automatically performed. Accordingly, since the client does not need to press the corresponding ARS telephone number every time, Can be increased.

5, the inquiry content output step S320 receives a query signal in the form of a text signal output from the ARS server 100 as shown in FIG. 5, and transmits the request content included in the received query signal to a screen window 210).

In response to the ARS scenario data, a query signal output from the ARS server 100 is received and the contents of the request included in the received query signal are displayed as characters in the screen window 210 of the client terminal 200, It is possible to solve the inconvenience of repeatedly performing the operation of lifting the client terminal 200 to listen to the contents of the request and repeatedly performing the operation of lowering the telephone for the button operation again.

In addition, the ARS service method according to the first exemplary embodiment of the present invention may further include transmitting a response content included in a text-type response signal converted through the signal conversion step S330 to a screen window 210 of the client terminal 200 (S340) of displaying a response signal in the form of a character on the display screen. Accordingly, the client can check whether or not the voice recognition has been performed accurately with the contents desired by the user, while viewing the response contents of the response signal displayed on the display window 210.

4, the response signal display step S340 may generate a keypad 213 for modifying the response content displayed on the screen window 210 of the client terminal 200, It is preferable that the contents of the response are displayed in accordance with an input signal according to an operation of the keypad 213, and displayed.

In this manner, when inputting the response contents through the character input, the keypad 213 for modifying the response contents displayed on the screen window 210 of the client terminal 200 is generated and displayed together with the screen window 210 Since the response contents can be modified and displayed according to the input signal according to the operation of the keypad 213, it is possible to prevent the inaccurate response contents from being transmitted to the ARS server 100 according to the error of the speech recognition.

5, when the transmission request button 215 displayed as a part of the keypad 213 or independently displayed in the screen window 210 is selected, the response signal output step S350 is performed, It is possible to automatically output the response signal to the ARS server 100, thereby increasing the convenience of the client.

Next, an ARS service method according to a second preferred embodiment of the present invention will be described with reference to FIG.

The ARS service method according to the second preferred embodiment of the present invention is an ARS service method in which an ARS server 100 transmits a response signal input through a keypad in response to a query signal received from an ARS server 100, 7, a call connection step S410, a request content output step S420, a response content input and display step S430, a response signal output step S440, and a control step S450 are performed as shown in FIG. .

In the call connection step S410, a call connection request signal is output to the ARS server 100 according to the call connection control signal of the client terminal 200, and the call connection is established with the ARS server 100. In the request content output step S420 ) Requests a client to input a specific item or presents a plurality of selection items according to ARS scenario data stored in the ARS server 100 and transmits a query signal of a request for requesting an arbitrary item to the client terminal 200 And outputs the contents of the request included in the inquiry signal through the client terminal 200 receiving the inquiry signal.

In response to the inquiry signal input and display step S430, a specific item may be input according to the input signal input through the keypad 213 displayed on the screen window 210 of the client terminal 200, In response to the transmission control signal, the ARS server 100 outputs a response signal including the response contents and having a text signal form to the ARS server 100 in step S430.

The control step S450 may include outputting an order inquiry signal according to the ARS scenario data according to the response content included in the received response signal or guiding or accepting the request of the client, And the agent terminal 300, or controls the client terminal 200 and the third-party terminal 400 to establish mutual call connection.

Herein, the ARS service method according to the second preferred embodiment of the present invention differs from the ARS service method according to the first preferred embodiment of the present invention in that when a response signal is inputted through the client terminal 200, There is a difference according to the method of inputting and the method of inputting characters, and the other technical features are the same, so a duplicate description will be omitted.

Meanwhile, the recording medium on which the ARS application program according to the preferred embodiment of the present invention is recorded includes an ARS application program for generating and outputting a response signal input to the ARS server 100 through the client terminal 200, A call connection step S210 of outputting a call connection request signal to the ARS server 100 according to a call connection control signal to establish a call connection between the client terminal 200 and the ARS server 100, Receives the inquiry signal output from the ARS server 100 according to the scenario data, outputs the request contained in the received inquiry signal to the speaker 220 of the client terminal 200, (S220) for receiving the voice signal of the client input through the microphone (230) in response to the inquiry signal, and for receiving the voice signal of the client A signal conversion step S230 for converting the received signal into a text signal form and a response signal output step S240 for transmitting a response signal converted into a text form to the ARS server 100 according to the transmission control signal to the client terminal 200 And an ARS application program for recording an ARS application program.

The ARS application program can be recorded on a recording medium that can be read by the client terminal 200 and executed by the client terminal 200, whereby the above-described steps and functions can be executed.

As described above, in order for the client terminal 200 to read the program recorded on the recording medium and execute the ARS service method implemented in the ARS application program, the above-mentioned program may be read by the processor (CPU) of the client terminal 200 C, C ++, JAVA, machine language, and the like.

The code may include a function code related to a function or the like that defines the functions described above and includes an execution procedure related control code necessary for the processor of the client terminal 200 to execute the functions described above according to a predetermined procedure You may.

This code also includes additional information or media required for the processor of the client terminal 200 to execute the above-described functions, such as a memory reference for which location (address) of the internal or external memory of the client terminal 200 should be referenced And may further include related code.

The functional program for implementing the present invention and the related code and code segment may be stored in a storage medium such as a storage medium, Or may be easily inferred or altered by programmers in the field.

Examples of the computer-readable recording medium on which the above-described program is recorded include ROM, RAM, CD-ROM, magnetic tape, floppy disk, optical media storage, and the like.

In particular, a recording medium on which an application, which is a program for executing an ARS service method according to an embodiment of the present invention, includes an application server (Application Store Server), an application provider (E.g., a hard disk or the like) included in the server, or may be the application providing server itself.

A client terminal 200 capable of reading a recording medium on which an application, which is a program for executing an ARS service method according to an embodiment of the present invention, can be read is a smart phone, a tablet PC, a PDA (Personal Digital Assistants) A mobile terminal, and, in addition, it should be interpreted as anycomputing capable device.

An ARS server according to a preferred embodiment of the present invention as described above and a recording medium on which an ARS application program for generating and outputting a response signal input to the ARS server is recorded and an ARS service method using the same, , A response signal including a response is received in response to a query signal provided to a client according to a predetermined ARS scenario, and the response signal is converted into a text signal form or a character input to generate a text signal and transmits the text signal to the ARS server 100, The response contents of the client can be clearly transmitted to the server, thereby shortening the ARS talk time and solving the problem of having to input the voice several times due to the error of the speech recognition by the ARS server 100.

It will be apparent to those skilled in the art that various modifications and variations can be made in the present invention without departing from the spirit or scope of the inventions. It will be clear to those who have knowledge.

10 ... network 100 ... ARS server
200 ... client terminal 300 ... agent terminal
400 ... Third party terminal

Claims

A call connection unit 110 for making a call connection with a server according to a call connection request signal of the client terminal 200;
A database 120 for storing ARS scenario data for guiding clients according to ARS service contents;
A query output unit 130 for transmitting a query signal of a request for requesting a word connection target to a client connected to the call in accordance with the ARS scenario data stored in the database 120;
A response reception unit 140 receiving a response signal of a response content in which a desired call connection object is word-entered according to an operation of the keypad 213 of the client terminal 200, from the client terminal 200; And
And a control unit (150) for controlling the third party terminal (400) corresponding to the call connection target and the client terminal (200) to establish mutual call connection according to the response content included in the response signal.

The method according to claim 1,
The query output unit 130 outputs,
And transmits the inquiry signal to the client terminal (200) by converting the inquiry signal into a text signal form so that the inquiry content of the inquiry signal is displayed in a character window on a screen window (210) of the client terminal (200).

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