KR101681653B1 - Device and System for providing phone number service by providing customer's inquiry contents to phone number owner and method thereof - Google Patents

Device and System for providing phone number service by providing customer's inquiry contents to phone number owner and method thereof Download PDF

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KR101681653B1
KR101681653B1 KR1020150042519A KR20150042519A KR101681653B1 KR 101681653 B1 KR101681653 B1 KR 101681653B1 KR 1020150042519 A KR1020150042519 A KR 1020150042519A KR 20150042519 A KR20150042519 A KR 20150042519A KR 101681653 B1 KR101681653 B1 KR 101681653B1
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South Korea
Prior art keywords
telephone number
inquiry
customer
contents
content
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KR1020150042519A
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Korean (ko)
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KR20160115249A (en
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김윤희
이욱희
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김윤희
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4931—Directory assistance systems
    • G06F17/30—
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/26—Speech to text systems
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
    • G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
    • G10L25/51—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination
    • G10L25/63—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination for estimating an emotional state
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4936—Speech interaction details

Abstract

The present invention discloses a telephone number guide apparatus, a telephone number guide system, and a telephone number guide method for providing contents of a customer's inquiry to a telephone number provider. The telephone number guide device according to the present invention includes: an inquiry content recording unit for converting the contents of the inquiry into voice or text; A keyword analysis unit for analyzing keywords from the inquiry contents; A telephone number providing unit for searching for and providing a telephone number corresponding to the keyword of the inquiry contents; And an inquiry content providing unit for providing inquiry contents recorded at the request of the business entity terminal and analyzed keywords. According to the present invention, a customer can inquire about a telephone number and receive a telephone number, and after receiving a reverse suggestion from a business operator about the inquiry contents, the customer can solve the inquiry.

Figure 112015029808681-pat00002

Description

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a telephone number guide system and a telephone number guide method for providing a customer's inquiry to a telephone number operator,

The present invention relates to a telephone number guidance technology, which is a technology for providing telephone number inquiry by a customer to related businesses and providing a telephone number guide device, a telephone number guidance system, And a telephone number guidance method.

In services such as 114, Dasan Call Center, and Corporate Call Center, the guidance staff directs the appropriate telephone number for the inquiry of the customer. The employee talks with the customer to understand the contents of the customer's inquiry, and directs the customer to the telephone number corresponding to the inquiry.

Here, the customer has to contact the telephone number directly to resolve the inquiry, and to contact the telephone number provider and the shop. When a customer calls a telephone number to receive information, the customer tends to be provided with information limited to what the customer is asking. Since the person in charge of the telephone number to whom the call is connected provides only an answer to the inquiry of the customer, the customer misses the opportunity to receive important and useful additional information related to the inquiry. Furthermore, if the retrieval of the telephone number fails, the customer is not provided with any opportunity to provide information.

In fact, it is desirable for the customer to consider various related information in order to effectively solve the inquiry. However, a variety of related information is not provided to customers because customers do not know the importance. Rather, various related information is held by the operator of the telephone number, so that the operator is required to positively provide relevant information to the customer. However, the customer is prompted to resolve the problem by using the telephone number that is accidentally led through the search of the telephone number. The customer is not provided with the opportunity to receive various information related to the contents of the inquiry, so the satisfaction of the problem solving becomes low.

Korean Application No. 10-2014-0082047 (July 1, 2014)

SUMMARY OF THE INVENTION The present invention has been made in view of the above-described prior art, and it is an object of the present invention to provide a telephone number guide device for providing inquiries of a customer inquiring a telephone number to operators of related telephone numbers, , A telephone number guidance system, and a telephone number guidance method.

Another object of the present invention is to record the inquiry content of the customer and the reply contents of the service providers, and to provide the information to the service providers, thereby causing competition of the service providers, thereby guaranteeing the opportunity of providing the customer with high quality information .

A telephone number guide device for providing contents of a customer's inquiry to a telephone number provider for solving the technical problem includes a telephone number guide for providing inquiries of a customer inquiring a telephone number through inquiry call to businessmen of the telephone number An apparatus according to claim 1, further comprising: an inquiry content recording unit for converting the contents of the inquiry into voice or text; A keyword analysis unit for analyzing keywords from the inquiry contents; A telephone number providing unit for searching for and providing a telephone number corresponding to the keyword of the inquiry contents; And an inquiry content providing unit for providing inquiry contents recorded at the request of the business entity terminal and analyzed keywords.

In the present invention, the telephone number guide apparatus may further include a customer's emotion analyzing unit for analyzing the emotion based on the customer's voice with respect to the contents of the inquiry, and the inquiry content providing unit further provides the emotion.

Here, the telephone number guide device may further include a business entity search unit for searching for a business operator of the telephone number specifying the analyzed keyword, and the inquiry content providing unit provides the inquiry content and the keyword to the searched business entity.

In addition, the inquiry content providing unit further provides the inquiry content, the keyword, and the emotion to the designated business entity including the emotion.

According to an aspect of the present invention, there is provided an information processing apparatus including: a response content recording unit for receiving and recording response contents from a vendor terminal provided with contents of the inquiry; And a response content providing unit for providing the response content recorded by the request of the customer.

Here, the response content recording unit records the content of the conversation with the customer using the temporary telephone number, and edits and records the voice of the provider so that only the voice of the customer is left in the recorded conversation contents, The department provides inquiry contents of the customer, keywords, emotions, and conversation contents recorded by the editing.

Preferably, the telephone number guide device is configured to transmit a temporary telephone number unique to the contents of the inquiry to at least one of e-mail, call, short message service (SMS), and social network service (SNS) And a temporary telephone number issuing unit for issuing the temporary telephone number as a corresponding contact channel address.

Here, the telephone number guide device may be configured to receive a request for communication with a customer using the temporary telephone number from a business entity terminal, to inquire an actual address of the customer corresponding to the requested contact channel and the temporary telephone number, And a communication mediator for mediating communication using the physical address.

A telephone number guidance system for providing contents of inquiries of a customer to a telephone number company for solving the technical problem includes a telephone number guide for providing inquiries of a customer inquiring a telephone number through inquiry call to business operators of the telephone number A system, comprising: a customer call terminal for generating the inquiry call and receiving a response content of a provider; And a telephone number corresponding to the content of the inquiry is retrieved and provided to the customer telephone terminal, and the telephone number of the operator A phone number guide device for providing contents of inquiry recorded by a request of the terminal and analyzed keywords, receiving response contents corresponding to contents of the inquiry from the provider terminal and providing the response contents to the customer call terminal; An employee terminal connected to the customer call terminal and the inquiry call through the telephone number guide device; And a business entity terminal that receives information including the content of the inquiry and transmits the content of the response corresponding to the content of the transmitted inquiry.

A telephone number guidance method of providing a customer's inquiry contents to a telephone number provider for solving the above technical problem is a telephone number guidance method in which a telephone number guide device sends inquiries of a customer who inquires a telephone number through an inquiry call, A method of providing telephone number guidance, the method comprising the steps of: (a) recording inquiry content for voice or character conversion of the inquiry contents; (b) a keyword analysis step of analyzing the keyword from the inquiry contents; (c) a telephone number providing step of searching for and providing a telephone number corresponding to the contents of the inquiry; And (d) a query step of providing inquiry content recorded at the request of the vendor terminal and analyzed keywords.

According to an aspect of the present invention, after receiving a phone number of a contact, the customer can receive a reverse proposal from the service provider regarding the inquiry content, thereby selecting a service provider who has registered a satisfactory response content to resolve the content of the inquiry.

In addition, after listening to inquiries of customers and response contents of other providers, providers can register more appropriate response contents to provide customer satisfaction service.

BRIEF DESCRIPTION OF THE DRAWINGS The accompanying drawings, which are incorporated in and constitute a part of the specification, illustrate preferred embodiments of the invention and, together with the description of the invention below, And should not be construed as interpretation.
1 is a schematic block diagram of a telephone number guidance system for providing contents of inquiries of a customer to a business operator according to an embodiment of the present invention.
2 is a schematic internal structure diagram of the telephone number information server of FIG.
FIG. 3 and FIG. 4 are views illustrating an example in which the telephone number guide server of FIG. 1 mediates communication between a business entity and a customer.
5 is a schematic flowchart of a telephone number guidance method for providing a customer's inquiry contents to a telephone number provider 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. Prior to this, terms and words used in the present specification and claims should not be construed as limited to ordinary or dictionary terms, and the inventor should appropriately interpret the concepts of the terms appropriately It should be construed in accordance with the meaning and concept consistent with the technical idea of the present invention based on the principle that it can be defined.

Therefore, the embodiments described in the present specification and the configurations shown in the drawings are only the most preferred embodiments of the present invention and do not represent all the technical ideas of the present invention. Therefore, It is to be understood that equivalents and modifications are possible.

1 is a schematic block diagram of a telephone number guidance system 1 for providing contents of a customer's inquiry to a business operator according to an embodiment of the present invention.

A telephone number guidance system 1 according to an embodiment of the present invention is constructed based on a wired or wireless network and includes a customer terminal 2 inquiring a telephone number and receiving a response from a provider in response to inquiry contents, , A telephone number guidance server 3 for connecting the customer's call to the employee terminal 4, providing contents of the inquiry of the customer to the business operators, registering the response of the business operator and providing the response to the customer, An employee terminal 4 that is connected to the customer call terminal 2 and searches for and guides a telephone number that matches the inquiry keyword of the customer and a business entity terminal 5 that receives the contents of the inquiry of the customer and registers the response contents .

The wired / wireless network of the present invention typically includes all communication networks capable of voice communication and data communication using various protocols such as a PSTN network, a mobile communication network, a wireless telephone network, and an Internet network such as a public network and a private network .

The customer call terminal 2 is connected to the employee terminal 4 through the telephone number guide server 3. [ The customer call terminal 2 becomes a calling terminal or a receiving terminal of the call. The customer call terminal 2 corresponds to a telephone terminal, a smart terminal, or the like connected to the telephone through a PSTN telephone network, a mobile communication network, a LAN network, or the like.

Here, the customer call terminal 2 contacts the employee terminal 4 through the intermediation of the telephone number guide server 3, inquires the telephone number to the telephone-connected staff, and transmits the telephone number retrieved through the staff to the telephone number guide And is provided from the server 3. The customer's keyword is analyzed from the customer's voice conversation while the customer is talking to the employee. Then, the content of the inquiry of the customer and the analyzed keyword are provided to the providers, and the contents of the response registered from the provider are provided to the customer terminal 2.

The telephone number guidance server 3 corresponds to the telephone number guide apparatus of the present invention and assigns a call connected to the customer call terminal 2 to the staff terminal 4. [ The telephone number guide server 3 corresponds to the telephone number guide apparatus of the present invention, such as 114 server or a call center server of a corporation / government office, and has no particular limitation.

Here, the telephone number guide server 3 analyzes the keyword and the emotion from the voice of the customer in the telephone conversation between the employee and the customer. The analyzed keywords and emotions are used as a key to search for a telephone number. The phone number guide server 3 provides the customer terminal 4 with information on the customer's keyword and emotion analyzed in real time. When the telephone number information server 3 receives a telephone number search request from the staff terminal 4 provided with the keyword and the feeling information, the telephone number information server 3 searches the telephone number by using the keyword and the emotion of the received customer as keys, And provides the number to the employee terminal 4. By the intermediation of the staff, the telephone number guide server 3 provides the guidance service or call connection service of the telephone number to the customer terminal 2 for the searched telephone number.

In particular, the telephone number guide server 3 records the content of the inquiry of the customer, and provides the content of the inquiry, the keyword and the feeling recorded at the request of the provider to the business entity terminal 5. Then, the telephone number guide server 3 receives the contents of the response from the vendor terminal 5 in response to the contents of the inquiry, and provides the contents of the response registered at the request of the customer to the customer telephone terminal 2. Of course, the contents of the response of the provider may be recorded as the contents of the call by making a call connection with the customer call terminal 2. Then, the customer can receive the response contents from the various providers regarding the inquiry, and can select the most appropriate response contents, and can order and make reservations.

The staff terminal 4 is a computer terminal having a call function for providing a call guidance service to a customer. The employee speaks with the customer connected to the staff terminal 4 through the telephone number guide server 3. The keyword and the emotion analyzed from the inquiry of the customer analyzed during the call are received from the telephone number guide server 3 in real time by the staff terminal 4. Employees are able to modify the keywords and emotions they receive for more accurate searches. When the employee terminal 4 requests the telephone number guide server 3 to search for a telephone number based on the keyword and the emotion, the keyword and emotion of the customer become keys, and the telephone number is retrieved from the telephone number DB. The searched telephone number can be provided from the telephone number guide server 3 to the customer call terminal 2 at the request of the customer and can be connected by telephone.

Here, the employee terminal 4 can receive advertisement information corresponding to the keyword and emotion of the analyzed customer. Of course, the advertisement information corresponding to the customer's emotions analyzed and excluded from the employee terminal 4 may be provided from the telephone number guide server 3 to the customer call terminal 2. If the employee terminal 4 receives at least one advertisement information, the employee can arbitrarily select a specific advertisement or guide the advertisement information to the customer and select the advertisement information requested by the customer. The advertisement selected by the employee is provided to the customer call terminal 2 through the telephone number guide server 3. [

The business entity terminal 5 is a terminal of a business entity that connects to the telephone number guidance server 3 and registers a telephone number to be guided to the customer. Of course, the operator is a subscriber of the telephone number. The business entity terminal 5 accesses the telephone number guidance server 3, inquires the details of the inquiry registered by the customer, and receives inquiry contents. The contents of the inquiry are a voice call file of the customer or a text converted text file. The operator can confirm the contents of the inquiry and register the response contents to provide information to the customer or offer a transaction. In addition, the provider may register the keyword of the business operator to be associated with the keyword of the inquiry content in the telephone number guide server 3 in order to receive the inquiry contents related to the business type of the business.

For example, a business operator can perform a search using keywords of inquiry contents, and can inquire the contents of the inquired query and register the response contents. It is possible for a business operator to register more appropriate response contents after inquiring contents of inquiries of customers and response contents of other providers.

2 is a schematic internal structure diagram of the telephone number information server 3 of Fig.

The telephone number guidance server 3 according to the embodiment of the present invention includes a inquiry content recording unit 31 for recording inquiries about telephone numbers in a customer's call, a keyword analyzing unit 32 A telephone number providing unit 33 for providing a telephone number searched by using the analyzed keyword, and an inquiry content providing unit 34 for providing inquiry content recorded to the service providers.

Preferably, the telephone number guide server 3 includes a customer emotion analyzing unit 321, an inquiry content providing unit 34, a provider searching unit 341, a response content recording unit 35, a response content providing unit 351, A telephone number issuing unit 36, and a communication mediating unit 361.

The call content recording unit 31 records the call content between the customer terminal 2 and the staff terminal 4 and records the voice file in the DB. Of course, the conversation is a conversation in which the customer contacts the phone number and the employee directs the phone number. The recorded conversation contents are not excluded from being stored as a text file through speech to text conversion for analysis.

The keyword analyzing unit 31 analyzes the voice file or text file of the call content to extract a keyword. The keyword analysis unit 31 provides at least one or more keywords analyzed in real time to the employee terminal 4. [ The employee terminal 4 can modify the provided keyword and select it by using the search key of the telephone number.

The customer's emotion analyzing unit 321 analyzes the voice of the customer, analyzes the emotion of the customer based on the analyzed voice, and stores the analyzed emotion information of the customer in the DB. Here, the analyzed emotion information may include not only the information of the emotion state of the customer analyzed from the contents of the call, but also the gender and age of the customer estimated from the voice. The solution of voice analysis is to analyze information such as voice frequency and amplitude, and there is no particular restriction.

The analyzed customer 's feelings can be analyzed into various items such as inquiry, calmness, joy, dissatisfaction, urgency, etc. Further, the item may be information registered by a business operator. That is, the business operator can register the category of the emotion to be analyzed for the business of the business operator.

Here, if the customer's keyword and emotion information analyzed in real time is provided to the employee terminal 4, the employee can respond to the guidance of the telephone number according to the keyword and emotion state of the customer. For example, when a customer's emotions are excited or dissatisfied, an employee can concentrate more on the customer's needs and respond quickly and appropriately to resolve the cause. Of course, employees can register or modify more appropriate keywords and emotions.

The telephone number providing unit 33 receives a search request including a keyword and an emotion from the employee terminal 4 and searches the DB for the telephone number corresponding to the key of the keyword and the emotion and provides the telephone number to the employee terminal 4 . The employee terminal 4 describes the searched telephone number to the customer, and the telephone number providing unit 33 provides the searched telephone number to the customer telephone terminal 2 at the request of the customer.

The inquiry content provider 34 provides the content of the recorded inquiry and the analyzed keyword to the business entity terminal 5. In addition, the inquiry content provider 34 may provide additional analyzed emotions.

Here, the inquiry content provider 34 can provide a list of contents of the inquiry recorded in the vendor terminal 5 requesting the inquiry, and can provide a search service of inquiry contents. In addition, the business entity searching unit 341 searches for at least one business entity corresponding to the content of the inquiry recorded. In other words, the business entity search unit 341 searches for keywords matching the keywords of the inquiry content and the business entity matching the sentiment among the keywords and the feelings registered from each business entity. Then, inquiry content provider 34 can transmit inquiry content to the searched provider.

The response content recording unit 35 registers the contents of the response from the vendor terminal 5 with respect to the contents of the inquiry of the customer and records the response contents in a text file or an audio file.

When the response content of the provider is recorded in the voice file by the call with the customer, the response content recording unit 35 removes the voice of the provider so that only the customer's voice remains in the recorded call contents, have. Thereafter, the inquiry content provider 34 may provide the content of the inquiry of the customer, the keyword, the emotion, and the contents of the conversation of the other providers recorded by the above-mentioned compilation, thereby causing competition of the business. This is because the operator can make a better quality proposal considering the contents of the response with other operators. On the other hand, it is not necessary to remove the voice of the provider according to the service strategy among the contents of the call between the provider and the customer.

The response content providing unit 351 provides the recorded response contents to the customer call terminal 2 at the request of the customer. If it is assumed that the call is a call, the answer content providing unit 351 calls and connects the call number of the provider to the customer call terminal.

The temporary telephone number issuing unit 36 issues a unique telephone number to the customer call terminal 2 with respect to the content of the inquiry recorded at the time of the call of the customer's inquiry call. The issued phone number is the contact channel address where the service provider can provide the response contents to the customer. For example, the address of the contact channel includes e-mail, call, SMS, SNS, etc. and is mapped to the actual e-mail, call, SMS, and SNS address of the customer.

If the customer agrees to record the inquiry and disclose it to the business, the business operator is expected to contact the customer, who may not want the business to disclose the personal information. That is, in order to protect the personal information of the customer, the temporary telephone number issuing unit 36 issues a temporary telephone number to the customer as a unique contact channel address for inquiry contents. If the customer no longer wishes to receive a response from the provider, the temporary telephone number issuing unit 36 requests the temporary telephone number to be discarded. If the temporary telephone number issuing unit 36 discards the temporary telephone number of the customer, the content of the inquiry of the customer is not provided to the business operators, and registration of the response contents of the business operators is impossible.

The communication mediator 361 receives the response contents from the business terminal 5 requesting the communication by selecting the temporary telephone number and the communication channel and transmits the data of the response content to the actual address of the user corresponding to the communication channel Intermediate communication. When the provider calls the customer using the temporary telephone number as the response content, the communication mediator 361 intermediates the response call of the provider to the customer call terminal 2 of the customer.

FIGS. 3 and 4 are exemplary diagrams showing the contents of the inquiry of the customer and the contents of the response of the provider by the telephone number guidance server 3 of FIG.

Referring to FIG. 3, for convenience of explanation, it is assumed that the customer inquires about restaurants for dinner reservations. The customer call terminal 2 is connected to the employee terminal 4 through the telephone number guide server 3. The telephone number guide server 3 analyzes keywords and feelings about the contents of the telephone call made by the customer to the employee and records them in a voice file or a text file (1).

The content of the recorded inquiry is provided to the vendor terminal 5 of the vendors (2). The operator confirms the contents of the inquiry and registers the contents of the response (③). Every time the response content of the provider is recorded, the telephone number guide server 3 matches and stores the inquiry contents and the response contents. Thereafter, when the provider requests the content of the inquiry of the customer, the telephone number guide server 3 provides the contents of the inquiry and the contents of the reply to the provider (4). As the response content of the inquiry contents increases with time, it is needless to say that the business operator can register the contents of the response desired by the customer in consideration of the content of the inquiry and the responses of other providers.

Referring to FIG. 4, the customer terminal 2 inquires of a telephone number while talking with the employee terminal 4, and receives the telephone number from the telephone number guide server 3. Here, the customer agrees to receive the operator's response in accordance with the employee or automatic guidance voice. Then, the telephone number guide server 3 issues a temporary telephone number to the customer, which identifies the inquiry of the customer. The temporary phone number issued corresponds to the customer's e-mail, call, SMS or SNS address.

Then, when receiving the content of the inquiry of the customer from the telephone number guide server 3, the provider selects the temporary telephone number and the communication channel and registers the contents of the response. The telephone number guide server 3 receives the response content having the temporary telephone number as the address, and then transmits the response contents to the actual address of the customer corresponding to the temporary telephone number by the communication method of the communication channel. For example, the business operator selects a temporary telephone number and a telephone call, and the telephone number guide server 3 receives the telephone call and connects the call to the actual telephone number of the customer corresponding to the temporary telephone number. Alternatively, when the operator selects the temporary telephone number and the SMS, and inputs the SMS message, the telephone number guide server 3 receives the SMS message and transmits the SMS message to the actual telephone number of the customer corresponding to the temporary telephone number.

5 is a schematic flowchart of a telephone number guidance method for providing a customer's inquiry contents to a telephone number provider according to an embodiment of the present invention.

The customer call terminal 2 is connected to the telephone number guide server 3 and is assigned the staff terminal 4 from the telephone number guide server 3. [ The customer contacts the assigned employee with his / her phone number. In this process, the telephone number guide server 2 records the inquiry of the customer as a voice file or a text file (S31).

The phone number guidance server 3 analyzes the keyword from the contents of the inquiry in the course of recording the inquiry of the customer (S32). Further, the telephone number guide server 3 analyzes the customer's emotion from the inquiry contents (S321). The analyzed keywords and emotions are provided to the staff terminal 4 in real time.

Then, the telephone number information server 3 receives a search request containing the analyzed keyword and sentiment from the employee terminal 4, searches the telephone number inquired by the customer with the keyword and emotion as a key, and sends the telephone number to the employee terminal 4 (S33). The employee describes the searched telephone number to the customer, and the telephone number searched by the customer's request is guided from the telephone number guide server 3 to the customer call terminal 2. [ Here, the customer can select the automatic call connection to the searched telephone number according to the guidance of the telephone number.

Thereafter, the content of the recorded inquiry of the customer is provided to the vendor terminal 5 (S34). Here, a unique temporary telephone number may be issued to the contents of the inquiry and be provided to the carriers. Further, the telephone number guide server 3 can search for a business operator specifying the keyword and the emotion of the contents of the registered inquiry, and notify the business terminal 5 of the searched business that the inquiry contents are registered. In other words, the telephone number guidance server 3 can search for the operators who designate the keyword and the sentiment of the inquiry about the content of the newly registered inquiry, and can provide the search to the business terminal 5 of the searched businesses. In addition, the telephone number guide server 3 can provide inquiry service to the business operators and provide the inquiry contents of the corresponding customer to the business entity terminal 5 according to the search request of the business operator.

When the content of the inquiry is provided to the provider, the provider terminal 5 registers the response content of the inquiry with respect to the contents of inquiry, and the telephone number guide server 3 stores the registered response contents in the DB (S35). Here, the carrier can select the communication channel using the temporary phone number, and request the transmission of the contents of the response to the customer using the corresponding communication method of e-mail, call, SMS, and SNS.

When transmission of the response content is requested by the provider, the telephone number guide server 3 provides the received response contents to the customer (S351). Here, the telephone number guide server 3 mediates communication of e-mail, call, SNS, and SNS using the actual address of the customer as the response contents received at the temporary telephone number. That is, the customer can make a real-time call with the provider or receive the response contents via e-mail, SMS, and SNS.

In the above-described embodiment, the term "part" is not used as a term to denote the hardware division of the telephone directory guidance server 3. Accordingly, a plurality of constituent parts may be integrated into one constituent part, and one constituent part may be divided into a plurality of constituent parts. The constituent unit may mean a constituent part of hardware, but may also mean a constituent part of software. Therefore, it should be understood that the present invention is not particularly limited by the term "part ".

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 exemplary embodiments. It goes without saying that various modifications and variations are possible within the scope of equivalence of the scope.

1: telephone number guidance system 2: customer call terminal
3: Telephone number guide server 4: Employee terminal
5: Business terminal

Claims (17)

Claims [1] A telephone number guide device for providing contents of inquiry of a customer inquiring a telephone number through inquiry call to business operators of telephone number,
An inquiry content recording unit for converting the contents of the inquiry into a voice or a character;
A keyword analysis unit for analyzing keywords from the inquiry contents;
A telephone number providing unit for searching for and providing a telephone number corresponding to the keyword of the inquiry contents;
A business entity search unit for searching for a business entity of a telephone number specifying the analyzed keyword;
Providing inquiry contents and keywords of the customer to the searched business entity terminal and inquiring contents of the inquiry of the customer and a keyword and response contents of the businesses recorded by the response content recording section upon the request of the business entity terminal,
The contents of the conversation with the customer are recorded using the telephone number temporarily issued to the customer by the business operator and the contents of the telephone conversation are recorded in the telephone number of the customer, A response content recording unit for removing and editing a voice and recording the content as a response content; And
A response content providing the contents of the response recorded at the request of the customer
And the telephone number information device records the information. The method according to claim 1,
And a customer emotion analyzing unit for analyzing the emotion based on the customer's voice with respect to the contents of the inquiry,
Wherein the inquiry content providing unit further provides the emotion. delete The method according to claim 1,
Wherein the inquiry content providing unit further includes an emotion analyzed based on a voice of the customer with respect to the content of the inquiry, and provides the inquiry contents, the keyword, and the emotion to the designated business entity. delete delete The method according to claim 1,
A temporary telephone number for issuing a temporary telephone number unique to the contents of the inquiry as a contact channel address corresponding to at least one of e-mail, call, SMS (Short Message Service) and SNS (Social Network Service) Further comprising a number issuing unit. 8. The method of claim 7,
A request for communication with a customer using the temporary telephone number from a business entity terminal, an inquiry about a real address of the customer corresponding to the requested communication channel and the temporary telephone number, and intermediary communication using the inquired actual address of the customer Further comprising: a communication mediating unit for receiving the telephone number of the telephone number. A telephone number guidance system for providing inquiries of a customer inquiring a telephone number via inquiry call to business operators of telephone number,
A customer call terminal for generating the inquiry call and receiving a response content of the provider;
And a telephone number corresponding to the content of the inquiry is retrieved and provided to the customer telephone terminal, and the telephone number of the operator The content of the inquiry recorded by the request of the terminal and the analyzed keyword are transmitted, the response content corresponding to the contents of the inquiry is received from the provider terminal, and the provider records the response contents to the customer by using the temporarily issued telephone number A phone number guide device for recording the contents of the response, removing the voice of the provider so that only the voice of the customer is left out of the recorded call contents, editing and recording the response contents, and providing the recorded response contents to the customer call terminal and the business terminal;
An employee terminal connected to the customer call terminal and the inquiry call through the telephone number guide device; And
A service terminal that receives the information including the content of the inquiry, transmits the response content corresponding to the content of the received inquiry, and transmits the content of the response of the recorded providers to the content of the inquiry
And the telephone number information system. A telephone number guidance method for providing a telephone number guide device to a business operator of a telephone number inquiring a customer about a telephone number through an inquiry call,
(a) an inquiry content recording step of converting the contents of the inquiry into voice or letter conversion and recording;
(b) a keyword analysis step of analyzing the keyword from the inquiry contents;
(c) a telephone number providing step of searching for and providing a telephone number corresponding to the contents of the inquiry; And
(d) searching for a provider of a telephone number specifying the analyzed keyword, providing inquiry content recorded at the request of the retrieved vendor terminal and inquiry contents providing the analyzed keyword;
(e) receiving the content of the response from the provider terminal provided with the contents of the inquiry, recording the contents of the conversation with the customer using the telephone number provisionally issued to the customer by the provider, and A response content recording step of removing the voice of the business person so as to remain, editing and recording the response content; And
(f) Providing a response content providing the responses of the providers recorded by the request of the customer and the provider
Further comprising the steps of: 11. The method of claim 10,
The step (b)
Further comprising a customer emotional analysis step of analyzing emotions based on a customer's voice with respect to the contents of the inquiry,
Wherein the step (d) further provides the emotion. delete 11. The method of claim 10,
The step (d)
And providing the contents of the inquiry, the keyword, and the feeling to the designated business entity further including the analyzed emotion based on the customer's voice with respect to the contents of the inquiry. delete delete 11. The method of claim 10,
The step (b)
A temporary telephone number for issuing a temporary telephone number unique to the contents of the inquiry as a contact channel address corresponding to at least one of e-mail, call, SMS (Short Message Service) and SNS (Social Network Service) Further comprising a number issuing step. 17. The method of claim 16,
After the step (d)
A request for communication with a customer using the temporary telephone number from a business entity terminal, an inquiry about a real address of the customer corresponding to the requested communication channel and the temporary telephone number, and intermediary communication using the inquired actual address of the customer Further comprising: a communication mediating unit for receiving the telephone number of the telephone number.
KR1020150042519A 2015-03-26 2015-03-26 Device and System for providing phone number service by providing customer's inquiry contents to phone number owner and method thereof KR101681653B1 (en)

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