KR101759526B1

KR101759526B1 - Intelligent real-time interactive multimedia call center operation system using the smart devices

Info

Publication number: KR101759526B1
Application number: KR1020160002814A
Authority: KR
Inventors: 김신태
Original assignee: 김신태
Priority date: 2016-01-08
Filing date: 2016-01-08
Publication date: 2017-07-19
Also published as: KR20170083400A

Abstract

The present invention relates to a real-time bidirectional multimedia intelligent call center operating system using a smart device, and more particularly, to a bidirectional multimedia call center consulting service in which a customer looks at an agent and a product together with a smart device, It can reduce call time and reduce operating cost of call center as well as provide convenience and prompt solution of customer's symptoms and enable customers to use dial, It is possible to connect to the call center system by selecting from NFC, IOT, sensor, photo or video, voice, QR code and touch method to satisfy customers' diversity, By running the link application on this smart device, customers can be anywhere, anytime The system of the call center connection system through the link application can provide a solution to the product related problem of the customer conveniently and easily and the system of the call center connection system through the link application The cost of customer communication is lower than that of the conventional call center system because the customer does not incur the communication cost and the data cost in the solution of the simple information inquiry or the usage explanation. By platforming on the basis of the standardization and standardization of the real time bidirectional multimedia call center system, Anyone who uses a manufacturer's smartphone or any carrier can benefit from public services through the same form of real-time, interactive multimedia call center system.

Description

TECHNICAL FIELD [0001] The present invention relates to an intelligent real-time multimedia call center operation system using smart devices,

The present invention provides an interactive multimedia call center consulting service in which a customer looks at an agent and a product together with a smart device, thereby reducing or eliminating the time required for the search query, thereby remarkably reducing the call time and reducing the operation cost of the call center (NFC), Internet (IoT), sensor, photo or video, voice, and so on as a smart device. , QR code, and touch method to connect to the call center system, thereby satisfying diversity of customers. By executing a link application on a smart device, the customer can be executed anytime, anywhere , It is possible to conveniently and easily provide a solution to the problem of the product of the customer, Compared with the conventional call center system in which a call fee and a data cost arise, a call center connection system through a link application does not incur a communication cost and data cost in a simple information inquiry or a solution of a usage explanation, It is cheaper than conventional call center system and platform based on standardization and standardization of real time bidirectional multimedia call center system enables all customers to use same type of real time bidirectional multimedia call center system regardless of manufacturer's smartphone or any communication company Is a technology related to a real-time interactive multimedia intelligent call center operating system using a smart device that can utilize public services.

In the case of call center system consisting of conventional voice only, when the call is entered into the agent, only the telephone number of the customer is shown, and if there is the past history, the contents also appear like the customer's personal information. Can not be done. In other words, both the customer and the agent begin conversation with little or no prior knowledge of the information, and the agent must listen to the symptoms described by the customer without explanation and summarize the necessary information.

After describing the customer's unexplained symptoms, the agent expresses emotionally sympathetic feelings about the customer's dissatisfaction or discomfort and immediately issues a "seeking question" to the customer to get accurate information about the symptoms. It only takes a long time to get the correct information through the navigation question because it is done only by voice, and it is not 100% perfect even though it should be done with confidence only by the customer.

It is not the next important thing, but the model name that is more important than the identification of symptoms. Therefore, there are a lot of consultants who confirm the model name before the exploratory question after the explanation of the customer's unexplained symptom.

Verifying the model name, which is done only by the customer's voice, is also time-consuming and is not 100% accurate. Many electronic product names are made up of alphanumeric characters. Some customers do not know the alphabet correctly.

If the location of the model name can not be found or the print is not cleared, it is necessary to confirm the manufacturer of the product, and the type of product and the date of purchase must be confirmed to the customer. Because it is a part that should be believed only by the customer, there are many cases where the customer mistakenly knows the maker of the product or mistaken the product type and the time of purchase, thereby causing a lot of bad business trips.

It is necessary to proceed with voice only when it is necessary to identify the symptom and to find solutions to the information about the product. Therefore, it is inevitable that the information transmission is inconvenient and inconvenient.

In recent years, it has been possible to transmit the symptom resolution method in the form of the MMS method or the unidirectional multimedia consultation of the SMS in which the URL is written, thereby reducing the inconvenience of relying on the memory of the customer or making a note by the customer .

In addition, in the case of a conventional video call center (IVVR) service system, which is another system, in order to access an existing voice and video call center, various kinds of information can be exchanged by voice communication and voice, Most of them do not have the variety of services they only provide. In addition, since mobile web browsing and related applications of a company to receive a service through a wireless Internet must be downloaded and installed, it is troublesome to install a plurality of applications of related companies in the terminal.

When a customer wants to receive a call center service provided by a company When a call is connected to a call center (IVR) using a public telephone network in a terminal, if the service type is unknown, only the service determined according to the specified ARS scenario can be used. The service is limited because there is no way to connect an agent or terminate a call. Due to the nature of the call center (IVR), characters, images and images can not be provided.

In addition, since the video call center (IVVR) service is a service provided by a video call, there are disadvantages such as a burden of a communication fee, difficulty in selection of characters, images, and images and inputting of information.

Also, if you look at the multimedia call center system, which is another system, customers should always dial out (DIAL) and connect to the call center system through the public switched telephone network (PSTN) before conducting interactive multimedia consultation through CTI and IVR And must also be through the carrier to obtain a very simple solution, such as the date of repair or the location or phone number of the near repair center, resulting in communication costs including the customer's call costs and data costs.

In addition, the call center operating company must build a call center equipment in a separate, unspecified place. The scale of the call center system is determined by the traffic of the call center, that is, the dial-up amount. At the same time, And maintenance costs. Therefore, the total operating cost of the call center operating company must include the cost of construction and maintenance of the call center equipment and the labor cost of the counselors.

Therefore, it can reduce the time of searching questions or eliminate the need for inquiries by reducing the call time and reducing the operation cost of the call center by conducting consultation on the interactive multimedia call center where the customer visits the agent and product together with the smart device. (NFC), Internet (IoT), sensor, photo or video, voice, QR code, etc. as a smart device. And a touch method to be connected to the call center system to satisfy the diversity of customers. Compared with the conventional call center system in which a call fee and a data cost occur each time a call is made, a call center connection method System has a problem in that the cost of the call and data is incurred in the solution of the simple information inquiry or the usage explanation Therefore, there is an urgent need to develop a real-time interactive multimedia intelligent call center operating system that is less costly than the conventional call center system.

KR 10-2004-0099033 (Nov. 30, 2004)

SUMMARY OF THE INVENTION Accordingly, the present invention has been made to solve the above-mentioned problems, and it is an object of the present invention to provide an interactive multimedia call center consulting service in which a customer looks at an agent and a product together with a smart device, The object of the present invention is to provide a real-time bidirectional multimedia intelligent call center operating system using a smart device capable of remarkably reducing talk time, reducing the operation cost of a call center, and providing a solution to a customer's symptoms in a convenient and prompt manner. have.

Another object of the present invention is to provide a call center management system and a call center management system in which a customer selects a smart device from among dial, near field communication (NFC), object Internet (IoT), sensor, photo or video, voice, QR code, To provide a real-time interactive multimedia intelligent call center operating system using a smart device capable of satisfying customer diversity.

Another object of the present invention is to provide a real-time bidirectional device using a smart device that enables a customer to execute a link application on a smart device so that the customer can be executed anytime, anywhere, And to provide a multimedia intelligent call center operating system.

Another object of the present invention is to provide a system for a call center connection system through a link application as compared with a conventional call center system in which a call fee and a data cost arise each time a call is made, The customer communication cost is to provide a real-time bidirectional multimedia intelligent call center operating system using a smart device which is cheaper than the conventional call center system.

Another object of the present invention is to provide a real-time bidirectional multimedia call center system that can be used in a real-time bidirectional multimedia call center system, in which all customers, regardless of a manufacturer's smartphone or a communication company, And a real-time bidirectional multimedia intelligent call center operating system using a smart device that can use the service.

According to an aspect of the present invention, there is provided a system for operating a real-time bidirectional multimedia intelligent call center using a smart device, the system comprising: a smart device for allowing a customer to use a smart device such as a dial, a local area network (NFC) A function of executing a link application of a smart device by accessing a call center system by selecting from a photo or video, a voice, a QR code, and a touch method; A program of interactive interactive response system (IVR (smart)) using system (CTI) and smart phone is used to run a personalized UI of UX concept simultaneously with automatic voice guidance (ARS) A customer who can contact the relevant person only for a certain period of time in the form of a message. When the link application is executed to connect to the product manufacturer, the UI of the link application in which the list button of the product used by the customer is displayed first is displayed on the basis of the previous experience. When a voice application is input, the link application measures (difficulty level) the difficulty of the problem through a combination of the inquiry contents, model name, NFC, IOT, sensor, After that, the simple problem is to solve the problem by presenting the solution to the photo or video transmission (MMS) which includes the explanation of the voice response and problem solving method of the automatic voice guidance (ARS). If the degree of difficulty is high, Connect to the agent terminal of the agent center through the communication network with the phone number of the corresponding department terminal A smart device having a function of receiving real-time interactive multimedia consultation; A public switched telephone network (PSTN) having a function of connecting the smart device and the agent terminal of the agent center in two-way wireless communication; If it is difficult to solve the consultation problem by the public switched telephone network (PSTN), it is possible to transmit voice, video, and image data from the smart device through the public switched telephone network (PSTN) A function of communicating with a photographing application of the smart device and storing voice, moving image, image data, various information of GPS, and all the information including UI input value of the customer An agent terminal of the agent center having a function of performing the function; A customer relationship management database (CRM DB) having a function of receiving data of moving images, images, and texts, which are input information of the smart device, from a smart device and storing the consultation information of the smart device of the customer, A recording server having a function of storing voice, moving image, image data, and various kinds of information of GPS which is synchronized with a server and a photographing application of a smart device to be transmitted in photographed streaming; .

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In the present invention, the functions of the PBX of the link application in the smart device include a situation in which a call is made to a telephone number of a corresponding department through a communication network and the agent of all corresponding departments is waiting for a call The waiting time is calculated in advance and the time is fed back to the smart device of the customer so that the waiting time is counted and displayed and when the count is ended, .

In the present invention, the link application in the smart device may be operated in accordance with the customer who uses it, because the usage method and the UI may be different depending on the type and environment of the products used by the user in the integrated call center service for various products, A function of adding the functions to the language and area information of the customer to be used or updating the functions by deactivating unnecessary functions.

In the present invention, the smart device may be a smart phone as a customer terminal, or may include a wearable computer, a medical device, an electronic device equipped with various sensors, or an object having an object Internet function.

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In the present invention, the real-time bidirectional multimedia intelligent call center operating system is platform based on standardization and standardization so that all customers can use the same type of real-time bidirectional multimedia call center system, regardless of the manufacturer's smartphone or any communication company, And a service that can be applied so as to be available.

As described above, the real-time bidirectional multimedia intelligent call center operating system using the smart device of the present invention has the following effects.

First, the present invention provides an interactive multimedia call center consulting service in which a customer looks at an agent and a product together with a smart device, thereby reducing or eliminating the time required for a search query, thereby remarkably reducing the call time, As well as providing a convenient and prompt solution to the customer's symptoms.

Second, the present invention allows customers to select a smart device from a dial, a local communication (NFC), an Internet (IoT), a sensor, a photo or video, a voice, a QR code, To meet the diversity of customers.

Third, the present invention allows a customer to execute a link application on a smart device so that a customer can be executed anytime and anywhere regardless of a location, thereby providing a convenient solution for a product-related problem of a customer.

Fourth, in contrast to the conventional call center system in which a call fee and a data cost arise each time a call is made, the system of the call center connection system through the link application does not incur a communication fee and a data cost in a simple information inquiry or a solution to the usage explanation, This burden of customer communication costs is less than conventional call center systems.

Fifth, the present invention is platform based on standardization and standardization of a real-time bidirectional multimedia call center system, so that all customers can use the same type of real-time bidirectional multimedia call center system, regardless of which manufacturer's smartphone is used or which communication company, Can be used.

BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 is a diagram illustrating a configuration of a real-time bidirectional multimedia intelligent call center operating system using a smart device according to an embodiment of the present invention; FIG.
BACKGROUND OF THE INVENTION 1. Field of the Invention [0001] The present invention relates to a smart-phone interactive intelligent call center operating system using a smart device.
3 is a view for explaining a combination of a 3D printer and an augmented reality in the construction of a real-time bidirectional multimedia intelligent call center operating system using a smart device according to an embodiment of the present invention.
4 is a view for explaining a concept applied to a real-time bidirectional multimedia intelligent call center operating system using a smart device 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. In the following description of the present invention, when it is determined that a detailed description of related art or configuration may unnecessarily obscure the gist of the present invention, The description will be omitted, and the following terms are defined in consideration of the functions of the present invention, and this may be different according to the intention or the custom of the user, the operator, and the like. Therefore, the definition is based on the real time bidirectional multimedia intelligent call center And should be based on the content of this specification which describes the operating system.

Hereinafter, a real-time bidirectional multimedia intelligent call center operating system using a smart device according to a preferred embodiment of the present invention will be described in detail with reference to the accompanying drawings.

The real-time bidirectional multimedia intelligent call center operating system using the smart device of the present invention includes a smart device 10, a public switched telephone network (PSTN) 20, an agent terminal 30 of a counselor center, a recording server 31, CRM DB) server 32 and the like.

1 is a block diagram illustrating a configuration of a real-time bidirectional multimedia intelligent call center operating system using a smart device according to an embodiment of the present invention.

As shown in FIG. 1, the real-time bidirectional multimedia intelligent call center operating system using the smart device of the present invention allows customers to use a smart device 10 such as a dial, a short distance communication (NFC) A function of executing a link application of the smart device 10 by accessing a call center system by selecting one of moving picture, voice, QR code, and touch, and executing a link application of the smart device 10 when the link application is executed, A personalized UI of the UX concept is executed at the same time as an automatic voice guidance (ARS) through a program of a management system (CTI) and a bi-directional interactive response system using a smart phone (IVR (smart) CRM DB) and a function of displaying the UI of the link application with a button or voice, The level of difficulty of this problem is measured by a combination of inquiry contents, model name, NFC, IoT, sensor, photo or moving picture, (ARS) voice answer and a description of the problem solving method, and if the degree of difficulty is high, the corresponding terminal terminal (PBX) corresponding to the difficulty through the PBX in the link application A smart device 10 having a function of connecting to a counseling terminal 30 of a counselor center through a communication network in a telephone number and receiving a real-time interactive multimedia consultation; A public switched telephone network (PSTN) 20 having a function of connecting the smart device 10 and the agent terminal 30 of the agent center in two-way wireless communication; And is connected to the smart device 10 wirelessly by the public switched telephone network (PSTN) 20, and when the difficulty in solving a consultation problem is high, voice from the smart device 10 via the public switched telephone network (PSTN) A function of transmitting moving picture and image data and communicating in both directions, and a function of storing the voice, moving picture, image data, and various kinds of information of GPS which is synchronized with the photographing application of the smart device 10 and transmitted in photographic streaming And a function of storing all the information including the UI input value of the customer; Respectively.

Functions of the respective technical means constituting the real-time bidirectional multimedia intelligent call center operating system using the smart device according to the present invention will be described as follows.

The smart device 10 may be used by a customer to select from among a dial, a short distance communication (NFC), a matter Internet (IoT), a sensor, a picture or a moving picture, a voice, a QR code, A function of connecting to the call center system to execute the link application of the smart device 10, and a function of directly executing a link application in the link application with the integrated management system (CTI) of the telephone and the computer and the interactive interactive response system (ARS) at the same time as a personalized UI of the UX concept is executed through a program of an IVR (smart) program and a customer relationship management database (CRM DB) is displayed in a link application, If you enter it by voice, the link application will check the difficulty of the problem with the contents of the inquiry, model name, NFC, IoT, sensor, (Level Measurement) and diagnose through a combination of information through a picture or video transmission (MMS) that includes a description of voice answers and problem solving methods of automatic voice guidance (ARS). And if the degree of difficulty is high, a telephone number of the corresponding department terminal corresponding to the degree of difficulty through the PBX in the link application is connected to the agent terminal 30 of the agent center through a communication network to receive a real-time interactive multimedia consultation will be.

In this case, the link application UI in the smart device 10 is executed in a UI personalized by the UX (User experience) concept, and when the link application is executed to connect to the product manufacturer, The list button of the product is displayed first, and the customer relationship management database (CRM DB) of the customer is displayed as a UI to the UX-based personal customer. Also, the method of connecting to the concerned person is not limited to the format of the text message So that it can be contacted only for a certain period of time.

2, in the smart device 10, the function of the PBX of the link application is connected to the telephone number of the corresponding department through the communication network, and before the agent contacts the agent, If there is a situation in which it is necessary to wait for a call, the expected waiting time is calculated in advance, the time is fed back to the customer's smart device, and the wait time is counted and displayed. When the count is completed, will be.

In the smart device 10, the link application is an integrated call center service for various products. Since the usage method and the UI may be different according to the type and environment of the products used by the user, The function of adding the functions to the language and the area information of the customer who does not need or updating the functions by disabling unnecessary functions.

As shown in FIG. 3, the smart device 10 may be a smart phone, which is a customer terminal. However, in order to apply it to a peripheral device, a wearable computer, a medical device, various sensors, It also includes electronic products. By combining 3D printers with augmented reality, engineers can remotely remedy the symptoms of their products without having to visit them.

It is also possible for customers to access the call center system by means of the smart device 10 such as a dial, a short distance communication (NFC), an internet (IoT), a sensor, a photo or video, a voice, a QR code, Will be described in detail as follows.

The DIAL automatically recognizes the number when dialing (DIAL) by the users using the link application, and simultaneously checks whether or not the user is registered in the link system. If it is not registered in the link system, , And if the number is registered in the link system, the link application is automatically executed and the UI is displayed as if the call was answered.

The NFC is a method of accessing the smart device 10 to a chip embedded in the product in a typical method of a technology called RFID tag electronic tag, electronic label, and wireless identification, which is a short range communication technology. And the information about the status of the product such as the error code through the NFC can be shared and executed by the link application and can be applied to all the local wired and wireless communication methods such as Bluetooth.

The IoT (internet of things) can directly execute the corresponding link application by way of an interworking method or message through the Internet. For example, when the washing machine or the boiler detects a status abnormality, the user directly interacts with the smart device 10 registered in advance or transmits a status message via a text message. When the user confirms a text message and touches the content or button Link application.

The sensor can perform link application execution and call center connection through various sensors of the smart device 10. A fire detection sensor of the smart device 10, a sensor of a customer's medical device, and a call center connection method. For example, if a fire detection sensor is activated, it will be connected to 119 even if the customer is not in operation. It is possible to identify the fire situation by linking the location information and the camera. Even if the customer does not need to be aware of the problem, it is possible to consider the situation where the location information is automatically transmitted to the emergency hospital through the link application and is dispatched immediately.

The photo and video do not know the maker and model information of the product, and if there is no function such as NFC, the link app is executed by a method of analysis and search through photographs or moving images of the product and connected to the call center.

The Voice is a method of linking to a voice or other sound, executing a link app, and connecting to the call center. Even if you do not have Internet or local communication function, you can recognize the warning sound and run link app and connect to call center.

The QRcode can also execute the link application and connect to the call center by a method of recognizing all characters of all the identification numbers of the model name and telephone number including the barcode.

The Touch can basically execute a link application by touching an icon or inputting a button, which is a method of executing an application, and can connect to a call center. And if you just run the link application by default, it looks like an application screen that makes a normal call, and your customers do not know the difference. In addition, additional function buttons such as " previous contents " may be added to the normal phone application screen configuration.

In addition, the telephone and computer integrated management system (CTI), which is included as a function of the link application of the smart device 10, connects the telephone and the computer to exchange information resources such as data, Fax and voice information. In this case, the integrated management system (CTI) of the telephone and the computer plays a role of distributing the call to the private exchange and the agent.

The interactive interactive response system (IVR (smart)) using the smart phone is a system that can listen to, input and inquire voice information using a keypad of a telephone, and is also called an ARS (Audio Response System) , This IVR is a combination of voice call input and a selective depression of a button on a touchtone phone to provide appropriate response in the form of voice, fax, e-mail and other media. In other words, in the agent center using the IVR, the system guides the details of the information provided to the customer, receives the specific ID of the customer, searches the host or server for the information, converts the result into voice, .

The public switched telephone network (PSTN) 20 has a function of connecting the smart device 10 and the counseling terminal 30 of the counseling center to each other in two-way wireless communication.

Here, the public switched telephone network (PSTN) 20 is a network configured to connect a telephone line to a telephone network or a telephone exchange facility entangled with the public switched telephone networks of the world, And is operated by a public communication businessman and provides telephone exchange service to an unspecified number of subscribers through a switching center.

The agent terminal 30 of the agent center is wirelessly connected to the smart device 10 by the public switched telephone network (PSTN) 20. When the difficulty in solving the consultation problem is high, the public switched telephone network (PSTN) 20 A function of transmitting voice, moving picture, and image data from the smart device 10 through bidirectional communication with the smart device 10, A function of storing various kinds of information of the GPS, and a function of storing all the information including the UI input value of the customer.

Here, the agent terminal 30 of the agent center has a function of receiving moving picture, image, and text data, which are input information of the smart device 10, from the smart device and storing the received data, A customer relationship management database (CRM DB) server 32 having a function of storing consultation information with the imaging device 30, and a voice, video, and image data And a recording server 31 having a function of storing various information of the GPS.

FIG. 4 is a view illustrating a concept applied to a real-time bidirectional multimedia intelligent call center operating system using a smart device according to an embodiment of the present invention.

As shown in FIG. 4, the above-described real-time interactive multimedia intelligent call center operating system is platform based on standardization and standardization so that all customers can use the same type of real- It can be applied to public service through multimedia call center system.

It will be understood by those skilled in the art that various changes in form and details may be made therein without departing from the spirit and scope of the invention as defined in the appended claims.

As described above, the real-time bidirectional multimedia intelligent call center operating system using the smart device of the present invention can display the information of a business, a financial company, a communication company, a card company, various stores, If possible, it will be possible to apply them all.

10: smart device 20: public switched telephone network (PSTN)
30: an agent terminal of an agent center 31: a recording server
32: Customer Relationship Management Database (CRM DB) Server

Claims

1. A real-time bidirectional multimedia intelligent call center operating system using a smart device,
Customers can select the smart device from the dial, local communication (NFC), object Internet (IoT), sensor, photo or video, voice, QR code and touch method to access the call center system, And an interactive voice response system (IVR (smart)) using a phone and a computer integrated management system (CTI) and a smart phone in a link application immediately after the link application is executed. (CRM DB) that allows the personalized UI of the UX concept to be executed simultaneously with the ARS, and to contact the concerned person only in a format of a text message for a certain period of time without exposing personal information in the link application And link applications to connect to the product manufacturer, you can build (NFC), the Internet (IoT), the sensor (IoT), and the sensor (IoT), when the user inputs the UI of the link application in which the list button of the product being used first is displayed as a button or voice. (Level Measurement) and diagnosis through a combination of the information through a photograph or a moving picture, a simple problem is a picture or video transmission (MMS) including a description of a voice answer and a problem solving method of an automatic voice guidance (ARS) If the degree of difficulty is high, the function of connecting to the agent terminal of the agent center through the communication network with the phone number of the corresponding department terminal corresponding to the degree of difficulty through the PBX in the link application, and receiving real-time interactive multimedia consultation ;
A public switched telephone network (PSTN) having a function of connecting the smart device and the agent terminal of the agent center in two-way wireless communication;
If it is difficult to solve the consultation problem by the public switched telephone network (PSTN), it is possible to transmit voice, video, and image data from the smart device through the public switched telephone network (PSTN) A function of communicating with a photographing application of the smart device and storing voice, moving image, image data, various information of GPS, and all the information including UI input value of the customer An agent terminal of the agent center having a function of performing the function;
A customer relationship management database (CRM DB) having a function of receiving data of moving images, images, and texts, which are input information of the smart device, from a smart device and storing the consultation information of the smart device of the customer, A recording server having a function of storing voice, moving image, image data, and various kinds of information of GPS which is synchronized with a server and a photographing application of a smart device to be transmitted in photographed streaming; Wherein the intelligent call center comprises a smart device,

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The method according to claim 1,
The function of the PBX of the link application of the link application is a telephone number of the corresponding department. If the agent of all the relevant departments is in a busy state and needs to wait before connecting to the agent through the communication network, And a feedback function for counting the waiting time by feeding back the time to the smart device of the customer in advance, and displaying a call through the communication network when the count is ended. Multimedia intelligent call center operating system.

The method according to claim 1,
In the smart device, the link application is an integrated call center service for various products. Since the usage method and the UI may be different according to the type and environment of the products used by the user, the link application is operated according to the customer who uses it, Further comprising the function of adding the functions to the local information or updating the functions by disabling unnecessary functions.

The method according to claim 1,
Wherein the smart device includes a smart phone as a customer terminal, a wearable computer, a medical device, and an electronic device having various objects or various Internet functions.

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The method according to claim 1,
Real-time interactive multimedia intelligent call center operating system is platform based on standardization and standardization so that all customers can use public service through the same type of real-time bidirectional multimedia call center system regardless of which manufacturer's smartphone is used or which communication company is used Wherein the intelligent call center comprises a plurality of smart devices,

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