KR102141934B1 - Computing device and system for serving smart contact center of using the same - Google Patents

Abstract

Disclosed is a computing device and a smart contact center service system using the same. A smart contact center service system according to an embodiment disclosed herein is a smart contact center service system using a telecommuting consultant, and stores a memory storing one or more processors and one or more programs executed by the one or more processors. It includes a provided center server, the center server is connected to each of the customer terminal and the counselor terminal installed in the counselor's premises, respectively, one or more of the counselor's space photographed video, audio recording files, and work status information It includes a communication module for obtaining, and a work attitude monitoring module that monitors the work attitude of the counselor based on one or more of counseling space photographed images, audio recording files, and work status related information.

Description

A computing device and a smart contact center service system using the same{COMPUTING DEVICE AND SYSTEM FOR SERVING SMART CONTACT CENTER OF USING THE SAME}

Embodiments of the present invention relate to smart contact center technology.

In general, many institutions, such as financial institutions and public institutions, operate contact centers to facilitate customer convenience. Existing contact centers are operated in such a way that a number of consultants gather in the office space provided by the institution to answer customer calls. However, in the existing contact center, a large number of counselors gather in a limited space to conduct counseling, and the working environment is poor, and each counselor has the hassle of commuting to and from work. In addition, the importance of the working environment of the contact center has been emphasized due to recent issues of emotional labor issues.

Korean Patent Publication No. 10-2017-0057750 (2017.05.25)

An embodiment of the present invention is to provide a smart contact center service system for a customer contact service based on telecommuting.

A computing device according to one disclosed embodiment includes one or more processors and a memory storing one or more programs executed by the one or more processors, and computing for a smart contact center service based on a counselor working from home As a device, the computing device is communicatively connected to a customer terminal and a counselor terminal installed in the counselor's premises, respectively, and acquires one or more of a counseling space photographed image, a voice recording file, and work status related information. Communication module; And a work attitude monitoring module for monitoring the work attitude of the counselor based on one or more of the counseling space photographed image, audio recording file, and work status related information.

The work attitude monitoring module checks at least one of the presence of another person, the level of living noise, and the absence of work hours in the counseling space of the counselor working at home, and the abnormal work attitude of the counselor is set. Can be monitored.

The work attitude monitoring module may generate a work attitude risk index according to the occurrence frequency and type of occurrence of the counselor's abnormal work attitude.

The computing device may further include an abnormal counseling monitoring module that monitors an abnormal counseling situation of the counselor based on the voice recording file.

The abnormal counseling monitoring module analyzes the voice recording file, extracts a customer voice section and a counselor speech section, and checks whether there is a voice above a predetermined level in one or more of the customer speech section and the counselor speech section, If there is a voice above a predetermined level, it may be determined that an abnormal consultation situation has occurred.

The abnormal counseling monitoring module analyzes the voice recording file, extracts a customer voice section and a counselor's voice section, and the customer voice section in the voice recording file continues for a predetermined time or longer, or the counselor's voice section is a predetermined time or longer If it does not exist, it can be judged that an abnormal consultation situation has occurred.

The abnormal counseling monitoring module analyzes the voice recording file, extracts a customer voice section and a counselor voice section, and converts the customer voice section and the counselor voice section into text using STT (Speech to Text) technology, When a predetermined prohibited word exists in the text, it may be determined that an abnormal consultation situation has occurred.

The abnormal counseling monitoring module analyzes the voice recording file, extracts a customer voice section and a counselor voice section, and converts the customer voice section and the counselor voice section into text using STT (Speech to Text) technology, By comparing the converted text with a preset text, it is possible to check whether the counselor has sold incompletely.

The abnormal counseling monitoring module may generate an abnormal counseling risk index according to the number of occurrences and the type of occurrence of the abnormal counseling situation.

The computing device may further include an interest customer monitoring module that monitors whether an interest customer is generated based on the voice recording file.

The customer monitoring module of interest, analyzes the voice recording file, extracts a customer voice section and a counselor's voice section, and voices at a level above a predetermined level, a voice tone change at a level above a predetermined level, and a predetermined emotion expression word in the customer voice section Depending on whether one or more of them exist, it may be determined that the customer of interest has occurred.

The customer monitoring module of interest, when the customer of interest occurs, checks the level of correspondence of the counselor, and when the level of correspondence of the counselor is less than a predetermined level, connects a call between the customer terminal and the counselor terminal to the customer terminal. It can be switched to a call connection between the preset manager terminals.

The response level of the counselor is determined according to one or more of the counseling career of the counselor, the level of completion of counseling education, and the degree of familiarity with the counseling manual, and information on the response level for each counselor may be pre-stored.

A computing device according to another disclosed embodiment includes one or more processors and a memory for storing one or more programs executed by the one or more processors, and computing for a smart contact center service based on a counselor working from home. As a device, the computing device is communicatively connected to a customer terminal and a counselor terminal installed in the counselor's premises, respectively, and acquires one or more of a counseling space photographed image, a voice recording file, and work status related information. Communication module; A work attitude monitoring module that monitors the work attitude of the counselor based on one or more of the counseling space photographed image, audio recording file, and work status related information; An abnormal counseling monitoring module that monitors an abnormal counseling situation of the counselor based on at least one of the counseling space photographed image, audio recording file, and work status-related information; And a customer monitoring module for monitoring whether a customer of interest is generated based on at least one of the consultation space photographed image, a voice recording file, and work status related information.

A system according to one disclosed embodiment is a smart contact center service system using a telecommuting counselor, a smart device having one or more processors and a memory storing one or more programs executed by the one or more processors. The smart device includes: a user authentication module that checks whether a user of the smart device is a registered counselor when a preset event occurs; A security management module that manages the security state of the smart device; An access management module that performs access control related to the smart device; And a business support module provided to support the counseling service of the counselor.

The work support module may acquire one or more of the counselor's work attitude risk indicator and an abnormal counseling risk indicator, and display the work attitude risk indicator and the abnormal counseling risk indicator on the screen of the smart device.

The task support module receives one or more of information about an abnormal consultation situation and information about an interested customer occurrence from a center server of the smart contact center service system, and receives information on the received abnormal consultation situation and an interested customer occurrence. A corresponding manual corresponding to the information may be provided to the counselor.

The security management module is provided so that when the counselor executes an application for consultation work mounted on the smart device, an information protection pledge is displayed on a screen of the smart device, and a signature for the information protection pledge is inputted from the counselor. Can be.

The security management module maintains the application for consultation services in a lock mode until a signature for the information protection pledge is input from the counselor, and when the signature for the information protection agreement is input, locks the application for consultation services You can turn it off and switch to normal mode.

The system according to another disclosed embodiment is a smart contact center service system using a counselor working from home, installed in the counselor's premises, and one of the counselor's space photographed images, audio recording files, and work status related information A counselor terminal transmitting an abnormality; And receiving one or more of the consultation space photographed image, audio recording file, and work status related information from the counselor terminal, and based on one or more of the consultation space photographed image, voice recording file, and work status related information. It includes a center server that monitors one or more of the employee's working attitude, anomalous counseling situation, and whether customers have interest.

According to the disclosed embodiment, the center server monitors the attitude of the counselors working at a remote location based on the photographing space of the counseling room, the audio recording file, and information related to the working state, so that the counselors work at home and have no restrictions on the location. It is possible to easily manage whether or not the counselors at a remote location work at the same time as having counseling in a comfortable space.

In addition, by monitoring whether an abnormal consultation situation is based on a consultation space photographed image, a voice recording file, and work status related information, it is possible to check the consultation quality of counselors working at a remote location and to quickly respond to the abnormal consultation situation. .

In addition, by monitoring whether a customer of interest occurs based on a consultation space photographed image, a voice recording file, and work status related information, it is possible to efficiently manage and respond to complaints according to the occurrence of a customer of interest.

1 is a view showing the configuration of a smart contact center service system according to an embodiment of the present invention
2 is a view showing the hardware configuration of a counselor terminal installed in a home according to an embodiment of the present invention
3 is a block diagram showing the configuration of a smart device for remote consultation (or in-home consultation) according to an embodiment of the present invention
Figure 4 is a block diagram showing the configuration of a center server according to an embodiment of the present invention
5 is a block diagram illustrating and illustrating a computing environment including a computing device suitable for use in example embodiments.

Hereinafter, specific embodiments of the present invention will be described with reference to the drawings. The following detailed description is provided to aid in a comprehensive understanding of the methods, devices and/or systems described herein. However, this is only an example and the present invention is not limited thereto.

In describing the embodiments of the present invention, when it is determined that a detailed description of known technology related to the present invention may unnecessarily obscure the subject matter of the present invention, the detailed description will be omitted. In addition, terms to be described later are terms defined in consideration of functions in the present invention, which may vary according to a user's or operator's intention or practice. Therefore, the definition should be made based on the contents throughout this specification. The terminology used in the detailed description is only for describing embodiments of the present invention and should not be limiting. Unless expressly used otherwise, a singular form includes a plural form. In this description, expressions such as “including” or “equipment” are intended to indicate certain characteristics, numbers, steps, actions, elements, parts or combinations thereof, and one or more other than described. It should not be interpreted to exclude the presence or possibility of other characteristics, numbers, steps, actions, elements, or parts or combinations thereof.

In the following description, terms such as “transmission”, “communication”, “transmission”, “reception”, and the like of a signal or information are not only those in which a signal or information is directly transmitted from one component to another. This includes passing through other components. In particular, "sending" or "transmitting" a signal or information to a component indicates the final destination of the signal or information and does not mean a direct destination. The same is true for the "reception" of a signal or information. Also, in this specification, when two or more pieces of data or information are “related” means that acquiring one piece of data (or information) can acquire at least part of the other piece of data (or information) based on it.

Further, terms such as first and second may be used to describe various components, but the components should not be limited by the terms. The terms may be used for the purpose of distinguishing one component from other components. For example, the first component may be referred to as a second component without departing from the scope of the present invention, and similarly, the second component may also be referred to as a first component.

1 is a view showing the configuration of a smart contact center service system according to an embodiment of the present invention.

Referring to FIG. 1, the smart contact center service system 100 may include a customer terminal 102, a center server 104, and a counselor terminal 106. The customer terminal 102 and the counselor terminal 106 may be communicatively connected to the center server 104 through the communication network 150. In some embodiments, communication network 150 may be the Internet, one or more local area networks, wide area networks, cellular networks, mobile networks, other types of networks, or such networks. It can include a combination of.

In an exemplary embodiment, the smart contact center service system 100 may be a service system for customer consultation based on telecommuting. That is, the counselor terminal 106 may be installed in the remote counselor's home. The counselor can respond and process customer inquiries using the counselor terminal 106 installed in the home. Here, the fact that the counselor terminal 106 is installed in the counselor's home does not necessarily mean that it is installed in the counselor's residence, and includes being installed in an independent space for counseling separate from the offline contact center.

The customer terminal 102 is a terminal used by a customer, and the customer terminal 102 may connect to the center server 104 to transmit a customer consultation request. The customer consultation request may include an identification number of the customer terminal 102 and a customer consultation category. Here, the customer consultation category may be classification information about a field or content that the customer wants to consult.

In an exemplary embodiment, the customer terminal 102 may transmit a customer consultation request through a phone call, email, social network service (SNS), text message, or the like. Hereinafter, it will be described as an embodiment that the customer terminal 102 transmits a customer consultation request through a telephone call. The customer terminal 102 may include various types of communication devices (eg, a smart phone, a personal computer (PC), a notebook computer, a tablet PC, etc.) that can be connected to the center server 104.

The center server 104 may connect a customer consultation request of the customer terminal 102 to any one of a plurality of counselor terminals 106. In an exemplary embodiment, the center server 104 may request a plurality of customer consultation requests from the customer terminal 102 based on one or more of customer consultation requests from the customer terminal 102 and work status related information from each counselor terminal 106. Any one of the counselor terminals 106 can be connected. However, the present invention is not limited thereto, and the counselor terminal 106 may transmit a call to the customer terminal 102.

Specifically, the center server 104 includes customer counseling categories included in the customer counseling request and information related to the working status of each counselor terminal 106 (eg, during counseling, waiting for counseling, resting, logging in, and logging out) Etc.), the customer counseling request of the customer terminal 102 may be connected to any one of the plurality of counselor terminals 106.

The center server 104 may receive a voice recording file from the counselor terminal 106. The voice recording file may be a file of voice recording of a consultation between a customer and a counselor. The center server 104 may acquire an image (counseling space photographed image) of a counseling situation of a counselor working at home. The counseling space photographed image may be an image photographed around a counselor and a counselor at home. The center server 104 may receive work status related information from the counselor terminal 106.

The center server 104 may monitor a counselor's work attitude, whether there is an abnormal consultation, and whether an interested customer is generated based on one or more of a voice recording file, a consultation space photographed image, and work status related information. Detailed description of the configuration and operation of the center server 104 will be described later.

The counselor terminal 106 may be installed in the remote counselor's home. In an exemplary embodiment, the counselor terminal 106 may be communicatively connected to the customer terminal 102 through a mobile communication network such as LTE (Long Term Evolution) or 5G.

When the customer counseling request is connected, the counselor terminal 106 may be provided to voice-record the counseling content between the customer and the counselor. The counselor terminal 106 may transmit the voice recording file to the center server 104 in real time. The counselor terminal 106 may transmit the photographed image of the consultation space to the center server 104. However, the present invention is not limited thereto, and a separate photographing means (for example, a webcam) installed in the counselor's premises may be transmitted to the center server 104. The counselor terminal 106 may transmit the work status related information to the center server 104.

Here, the work state-related information includes log-in and log-out information of an application for counseling work of the counselor terminal 106, call state information of the counselor terminal 106 (for example, whether the counselor terminal 106 is on a call or waiting for a call, etc. Information), and information about a predetermined break time and working time of the counselor.

The counselor terminal 106 may be installed with an application (an application for counseling) so that the counselor can perform counseling services at home as well as at work. The application for consultation work may be stored in a computer-readable storage medium of the counselor terminal 106. The application for counseling business includes a predetermined set of instructions executable by the processor of the counselor terminal 106. The command may cause the processor of the counselor terminal 106 to perform an operation according to an exemplary embodiment. The computer-readable storage medium of the agent terminal 106 includes components of an operating system for executing a set of instructions such as the application on the agent terminal 106. For example, such an operating system may be Apple's iOS or Google's Android.

2 is a view showing a hardware configuration of a counselor terminal installed in a home according to an embodiment of the present invention.

Referring to FIG. 2, the counselor terminal 106 may include a monitor 111, an input device 113, a headset 115, a web cam 117, a docking station 119, and a smart device 121. Can.

A counselor for telecommuting can provide a separate and independent space (consultation space) for conducting customer consultation and securing security at home. The counselor terminal 106 may be installed in the consultation space. The consultation space may be a place where a door lock is provided to prevent intrusion by others.

The monitor 111 may be connected to the smart device 121 through the docking station 119. In this case, a screen of the smart device 121 may be displayed on the monitor 111. That is, the screen of the smart device 121 and the screen of the monitor 111 may be linked.

The input device 113 may include a keyboard and a mouse. The input device 113 may be connected to the monitor 111 wirelessly or wiredly. Through the input device 113, the counselor may input necessary matters for consultation or contents of consultation.

The headset 115 may be provided to be worn on the head by a counselor to perform counseling. The headset 115 may include a headphone (or earphone) and a microphone so that the counselor can speak to the customer.

The web cam 117 may be provided in front of the counselor in the work space. In an exemplary embodiment, the web cam 117 is installed on the top of the monitor 111 and may be provided to photograph a counseling space such as a counselor's face and a counselor's surroundings. The web cam 117 may transmit the image of the consultation space to the center server 104. The web cam 117 may include a face tracking and motion detection function of the counselor. Through the web cam 117, it is possible to monitor in real time whether someone other than the counselor invades the counseling space. In addition, it is possible to secure evidence related to the counselor's abnormal behavior through the image captured by the web cam 117.

The docking station 119 may connect the smart device 121 and the monitor 111. The docking station 119 may be provided in various forms that perform a function of connecting the smart device 121 and the monitor 111. For example, the docking station 119 may be used in such a way that the smart device 121 is connected to the docking station 119 through a connector or the like, and is implemented in the form of a pad to put the smart device 121 on. It can also be used.

The smart device 121 may be a terminal carried by a counselor for telecommuting. For example, the smart device 121 may include a smart phone or a tablet PC. The smart device 121 may be equipped with an operating system such as Apple's iOS or Google's Android. The smart device 121 may be installed with an application (an application for consultation work) to provide a consultation service at home.

The smart device 121 may be connected to a call infrastructure through a mobile communication network such as LTE (Long Term Evolution) or 5G. In an exemplary embodiment, the counselor performs a consultation task with the smart device 121 in a smart contact center (a place where multiple counselors gather and receive customer consultation) in a certain place, and then comes home with the smart device 121 You can also perform counseling tasks.

That is, since the smart device 121 is connected to the call infrastructure through a mobile communication network such as 4G or 5G, rather than the existing wired telephone network, the counselor goes home even while performing a consultation with the smart device 121 in the smart contact center. With the smart device 121, it is possible to continue to perform the consultation.

Also, the smart device 121 may be provided to perform a Mobile Device Management (MDM) function. The consultation service application may include a set of commands for performing an MDM function. When the smart device 121 is lost or stolen, when the remote deletion command is received, the smart device 121 may be provided to delete the application for consultation.

3 is a block diagram showing the configuration of a smart device for remote counseling (or in-home counseling) according to an embodiment of the present invention.

Referring to FIG. 3, the smart device 121 includes a user authentication module 131, a security management module 133, an access management module 135, a business support module 137, and a state management module 139 Can.

The user authentication module 131 may authenticate a user of the smart device 121. In an exemplary embodiment, the user authentication module 131 may check whether a user who is trying to use the smart device 121 is a pre-registered user (ie, a counselor) when a preset event occurs. Here, the preset event may occur when the application for consultation service installed on the smart device 121 is driven or when the smart device 121 is unlocked. If the user authentication module 131 fails the user authentication more than a preset number of times, the user authentication module 131 may notify the corresponding fact to the administrator terminal (not shown).

In an exemplary embodiment, the user authentication module 131 may perform user authentication using a composite authentication method. For example, the user authentication module 131 may perform primary user authentication through input of an ID and password, and secondary user authentication through an OTP (One Time Password) or a certificate. However, the present invention is not limited thereto, and user authentication may be performed by mixing various user authentication methods such as fingerprint recognition, pattern recognition, and iris recognition.

The user authentication module 131 may record log-in and log-out information for the counseling business application of the corresponding counselor. The log-in and log-out information may be transmitted to the center server 104.

The security management module 133 may manage the security state of the smart device 121. Specifically, the security management module 133 may allow only the software signed or authorized by the administrator set in the smart device 121 to be installed. That is, when a user attempts to install new software on the smart device 121, the security management module 133 checks whether the corresponding software is a signed or authorized software of a preset manager, and thus the signed or authorized software of the preset manager. If not, you can prevent installation.

The security management module 133 may update the security patch of the operating system of the smart device 121. The security management module 133 may keep the security patch of the operating system of the smart device 121 up to date. In addition, the security management module 133 may periodically check the integrity of the operating system of the smart device 121.

The security management module 133 analyzes security vulnerabilities of the smart device 121 by performing periodic mock hacking. The security management module 133 may set an automatic lock when the smart device 121 is not used for a predetermined time.

When the counselor executes the application for counseling, the security management module 133 may display the information protection pledge on the screen and receive a signature for the information protection pledge from the counselor. The data protection pledge may include items such as prohibition of unauthorized departure of the consultation space, prohibition of leakage of confidential information, and compensation for damages in case of information leakage. The security management module 133 may maintain an application for consultation work in a lock mode until a signature for an information protection pledge is input from the counselor. The security management module 133 may switch to a normal mode by unlocking an application for consultation work when a signature for an information protection pledge is input from the counselor.

The access management module 135 may perform access control related to the smart device 121. Specifically, the access management module 135 may allow the smart device 121 to access only a preset wireless access point (AP). That is, the access management module 135 may block the wireless connection when the smart device 121 tries to access the wireless AP that is not permitted (or not registered).

In addition, the access management module 135 may manage the transfer of data stored in the computer-readable storage medium of the smart device 121 to another device (a device having a computer-readable storage medium). The access management module 135 may allow consultation-related data stored in the smart device 121 to be transmitted only to an authorized device.

The access management module 135 may limit access to the application for consultation services according to the security state of the smart device 121. For example, if the security patch of the smart device 121 is not updated to the latest, the access management module 135 may block access to the application for consultation. Further, the access management module 135 may forcibly terminate the session when abnormal data is received while the session is connected. At this time, the access management module 135 may store log records for analyzing the cause.

The work support module 137 may be provided to support the counseling work of the counselor. Specifically, the work support module 137 may provide a dialog box tool for the counselor to talk to the manager (or other counselor). The dialog box tool may be a messenger or chat-based tool for sending and receiving text messages with an administrator, or a video-based tool for making a video call or video conference with the administrator. As the counselor performs the counseling work alone in an independent counseling space, through the dialog box tool, he/she can find mental stability by exchanging and receiving questions and responses to the manager during counseling.

The work support module 137 may receive at least one of a counselor's work attitude risk indicator and an abnormal counseling risk indicator from the center server 104. Here, the work attitude risk indicator and the abnormal consultation risk indicator will be described in detail in the description of the configuration and operation of the center server 104 to be described later.

The work support module 137 may display the received work attitude risk indicator and abnormal counseling risk indicator on the screen of the smart device 121. For example, the work support module 137 may provide a current version of the work attitude risk indicator and abnormal counseling risk indicator. The work support module 137 may generate an alarm signal when the work attitude risk indicator or abnormal counseling risk indicator of the corresponding counselor exceeds a predetermined threshold indicator. The business support module 137 may generate an alarm signal in one or more of a message and a warning sound using a pop-up window.

In addition, the business support module 137 may receive one or more of information on an abnormal consultation situation and information on an occurrence of an interested customer from the center server 104. The work support module 137 may provide a response manual to the counselor according to the information on the abnormal consultation situation and the information on the occurrence of the interested customer. The task support module 137 may display the corresponding manual on the screen of the smart device 121.

The state management module 139 may monitor a state related to consultation of the smart device 121. Here, states related to the consultation of the smart device 121 may be during a phone call (in consultation), waiting for a phone call (in waiting for consultation), and resting. The state management module 139 may transmit state information related to consultation of the smart device 121 to the center server 104. The smart device 121 may transmit the status information related to the consultation of the smart device 121 as the work status related information to the center server 104 together with the log in and log out information.

4 is a block diagram showing the configuration of a center server according to an embodiment of the present invention.

Referring to FIG. 4, the center server 104 includes a communication module 141, a connection control module 143, a work attitude monitoring module 145, an abnormal consultation monitoring module 147, and a customer monitoring module 149 of interest. It can contain.

The communication module 141 may be communicatively connected to the customer terminal 102 and the counselor terminal 106, respectively. The communication module 141 may receive a customer consultation request from the customer terminal 102. The communication module 141 may receive work state related information from the counselor terminal 106. The communication module 141 may receive the consultation space photographed image from the counselor terminal 106 or the photographing means installed in the counselor's premises.

The connection control module 143 may connect a customer consultation request of the customer terminal 102 to any one of a plurality of counselor terminals 106. The connection control module 143 requests a customer consultation request from the customer terminal 102 based on one or more of the customer consultation category included in the customer consultation request and the work status related information of each counselor terminal 106, and the plurality of counselor terminals 106 ).

The work attitude monitoring module 145 may monitor a work attitude of a counselor working at a remote location based on one or more of a counseling space photographed image, a voice recording file, and work status related information. The work attitude monitoring module 145 may check whether a work attitude of a counselor working at a remote location corresponds to a preset abnormal work attitude.

In an exemplary embodiment, the work attitude monitoring module 145 may analyze whether or not there is another person other than the counselor in the remote counseling space by analyzing the counseling space photographed image.

In addition, the work attitude monitoring module 145 may check whether the counselor is absent during working hours based on the counseling space photographed image and the work status related information. Here, the information related to the working state may include information such as log-in and log-out of the counselor. The work attitude monitoring module 145 may determine that the counselor is absent during the working hours when the counselor logs in and the counselor does not exist in the photographed image of the counseling space. The work attitude monitoring module 145 may check whether the counselor has logged in and out within a predetermined time.

In addition, the work attitude monitoring module 145 may check whether living noise (eg, pet noise or surrounding vehicle noise, etc.) occurs in the counselor's work space based on the counseling space photographed video and audio recording files. .

The work attitude monitoring module 145 may assign a work attitude deduction score to the counselor when the counselor's work attitude corresponds to a preset abnormal work attitude. In an exemplary embodiment, the work attitude monitoring module 145 may assign a preset work attitude deduction score according to each type of abnormal work attitude.

The work attitude monitoring module 145 may generate a work attitude risk index according to the number of occurrences and the type of occurrence of the abnormal work attitude of the counselor. The work attitude monitoring module 145 may generate a work attitude risk index for each counselor for each preset time unit. The work attitude monitoring module 145 may transmit a work attitude risk index for each counselor to one or more of the counselor's terminal 106 and the manager's terminal (not shown).

The abnormal counseling monitoring module 147 may monitor an abnormal counseling situation of a counselor based on one or more of a counseling space photographed image, a voice recording file, and work status related information.

In an exemplary embodiment, the abnormal counseling monitoring module 147 may analyze a voice recording file and extract a customer voice section and a counselor voice section. The abnormal counseling monitoring module 147 first extracts a section judged as the human voice from the voice recording file, and then, secondly, the section matching the preset counselor's voice among the sections judged as the human voice as the voice section of the counselor Can be extracted. The abnormal counseling monitoring module 147 may determine a section other than the section determined as the voice section of the counselor among the sections determined as the human voice as the customer voice section.

The abnormal counseling monitoring module 147 may analyze the counselor's voice section in the voice recording file to check the counseling's abnormal counseling situation. In an exemplary embodiment, the abnormal counseling monitoring module 147 may check whether there is a voice having a level higher than or equal to a predetermined level by checking the voice level (or decibel, etc.) in one or more of the counselor's voice section and the customer's voice section.

In addition, the abnormal counseling monitoring module 147 analyzes the voice recording file, and only the customer voice section exists for a predetermined time or longer (ie, only the customer speaks for a long time) or the counselor voice section does not exist for a predetermined time or longer (ie. , Silence the counselor for a long time).

In addition, the abnormal counseling monitoring module 147 may analyze the counselor's voice section and the customer's speech section using voice recognition technology. The abnormal counseling monitoring module 147 may convert speech content of the counselor's voice section and the customer's speech section into text using STT (Speech to Text) technology. The abnormal counseling monitoring module 147 may check whether there are preset prohibited words (eg, profanity, personal information, etc.) in the counselor's voice section and the customer's voice section.

In addition, the abnormal consultation monitoring module 147 may compare the text of the counselor's voice section and the customer's voice section with a preset text to check whether the counselor's sales are incomplete. For example, if the counseling is related to insurance sales (or insurance subscription), the abnormal counseling monitoring module 147 compares the texts of the insurance full sales text and the counselor voice section and the customer voice section set in relation to the insurance. In the sale of the insurance, the counselor can check whether the description is insufficient or inconsistent, or if there is a part omitted (ie, incomplete sales).

The abnormal counseling monitoring module 147 may generate an abnormal counseling risk index according to the number of occurrences and types of abnormal counseling situations. The abnormal counseling monitoring module 147 may generate an abnormal counseling risk index for each counselor for each preset time unit. The abnormal counseling monitoring module 147 may transmit an abnormal counseling risk index for each counselor to one or more of the counselor's terminal 106 and the manager's terminal (not shown) of the counselor. The abnormal counseling monitoring module 147 may transmit information on the abnormal counseling situation to the counselor terminal 106 when an abnormal counseling situation occurs.

In addition, the abnormal counseling monitoring module 147 is based on an abnormal counseling risk index.

The quality of counseling can be determined by the counselor. For example, the abnormal counseling monitoring module 147 may determine that the higher the anomaly counseling risk indicator, the lower the counseling quality of the counselor.

The interested customer monitoring module 149 may monitor whether an interested customer has occurred based on one or more of a consultation space photographed image, a voice recording file, and work status related information.

In an exemplary embodiment, the customer monitoring module of interest 149 determines that the customer of interest has occurred when there is a voice tone change over a predetermined level (ie, high voice) or a voice tone above a predetermined level in the customer voice section of the voice recording file. can do. In addition, the interested customer monitoring module 149 may determine that an interested customer has occurred when there is a preset emotional expression word (eg, swearword, halfword, etc.) in the customer voice section of the voice recording file.

The interested customer monitoring module 149 may notify the occurrence of the interested customer to the manager terminal (not shown) when the interested customer occurs during consultation. In an exemplary embodiment, the interested customer monitoring module 149 connects the call between the customer terminal 102 and the counselor terminal 106 to the customer terminal 102 and a preset manager terminal (not shown) when the interested customer occurs. You can switch to a connection. That is, the customer monitoring module 149 of interest can make a call connection between the customer terminal 102 and a preset manager terminal (not shown) while disconnecting the call connection between the customer terminal 102 and the counselor terminal 106.

The interested customer monitoring module 149 checks the response level of the corresponding counselor when the interested customer occurs, and when the corresponding counselor's response level is less than a preset level, connects the call between the customer terminal 102 and the counselor terminal 106. It may be switched to a call connection between the 102 and a preset manager terminal (not shown). Here, the level of correspondence of each counselor may be determined according to the counseling experience of each counselor, the level of completion of counseling education, and the degree of familiarity with the counseling manual. Information on the level of response for each counselor may be pre-stored.

The center server 104 may generate a work evaluation index of each counselor based on at least one of a work attitude risk index of each counselor, an abnormal counseling risk index, and the number of occurrences of interested customers. The center server 104 may set the work evaluation index of the corresponding counselor to be lower as the work attitude risk index, the abnormal counseling risk index, and the number of interested customers occur.

On the other hand, here, the center server 104 has been described as monitoring the counselor's work attitude, abnormal counseling situation, and whether an interested customer is generated, but is not limited thereto, and may be performed by the smart device 121. That is, the smart device 121 may monitor the counselor's work attitude, abnormal counseling situation, and whether an interested customer is generated based on the counseling space photographed image, the audio recording file, and the work status related information. In this case, the work attitude monitoring module, the abnormal counseling monitoring module, and the customer monitoring module of interest may be installed in the smart device 121, respectively.

In this specification, a module may mean a functional and structural combination of hardware for performing the technical idea of the present invention and software for driving the hardware. For example, the "module" may mean a logical unit of a predetermined code and a hardware resource for performing the predetermined code, and does not necessarily mean a physically connected code or a type of hardware. .

5 is a block diagram illustrating and illustrating a computing environment 10 including a computing device suitable for use in example embodiments. In the illustrated embodiment, each component may have different functions and capabilities in addition to those described below, and may include additional components in addition to those described below.

The illustrated computing environment 10 includes a computing device 12. In one embodiment, computing device 12 may be a customer terminal (eg, customer terminal 102) requesting consultation. Further, the computing device 12 may be a server computing device (eg, the center server 104) of the smart contact center. Further, the computing device 12 may be a counselor terminal (eg, the counselor terminal 106) for remote counseling.

The computing device 12 includes at least one processor 14, a computer readable storage medium 16 and a communication bus 18. The processor 14 may cause the computing device 12 to operate in accordance with the exemplary embodiment mentioned above. For example, processor 14 may execute one or more programs stored on computer readable storage medium 16. The one or more programs can include one or more computer-executable instructions, which, when executed by processor 14, configure computing device 12 to perform operations in accordance with an exemplary embodiment. Can be.

Computer readable storage medium 16 is configured to store computer executable instructions or program code, program data and/or other suitable types of information. The program 20 stored on the computer readable storage medium 16 includes a set of instructions executable by the processor 14. In one embodiment, the computer readable storage medium 16 is a memory (volatile memory such as random access memory, non-volatile memory, or a suitable combination thereof), one or more magnetic disk storage devices, optical disk storage devices, flash Memory devices, other types of storage media that can be accessed by the computing device 12 and store desired information, or suitable combinations thereof.

The communication bus 18 interconnects various other components of the computing device 12, including a processor 14 and a computer readable storage medium 16.

Computing device 12 may also include one or more I/O interfaces 22 and one or more network communication interfaces 26 that provide an interface for one or more I/O devices 24. The input/output interface 22 and the network communication interface 26 are connected to the communication bus 18. The input/output device 24 may be connected to other components of the computing device 12 through the input/output interface 22. Exemplary input/output devices 24 include pointing devices (such as a mouse or trackpad), keyboards, touch input devices (such as touch pads or touch screens), voice or sound input devices, various types of sensor devices, and/or imaging devices. Input devices and/or output devices such as display devices, printers, speakers and/or network cards. The exemplary input/output device 24 may be included inside the computing device 12 as a component constituting the computing device 12, and may be connected to the computing device 12 as a separate device distinct from the computing device 12. It might be.

Although the exemplary embodiments of the present invention have been described in detail above, those skilled in the art to which the present invention pertains will understand that various modifications are possible within the limits of the embodiments described above without departing from the scope of the present invention. . Therefore, the scope of the present invention should not be determined by being limited to the described embodiments, but should be determined not only by the claims to be described later, but also by the claims and equivalents.

100: smart contact center service system
102: customer terminal
104: center server
106: counselor terminal
111: monitor
113: input device
115: head set
117: Web cam
119: docking station
121: smart device
131: user authentication module
133: security management module
135: access management module
137: business support module
139: state management module
141: communication module
143: Connection control module
145: Working attitude monitoring module
147: abnormal consultation monitoring module
149: Interested customer monitoring module

Claims (20)

A computing device for a smart contact center service based on a counselor working from home, having one or more processors and a memory storing one or more programs executed by the one or more processors,
The computing device,
A communication module connected to a customer terminal and a counselor terminal installed in the counselor's premises to communicate with each other and obtaining one or more of the counselor's space photographed image, audio recording file, and work status information; And
A work attitude monitoring module that monitors the work attitude of the counselor based on one or more of the counseling space photographed image, audio recording file, and work status related information; And
And an abnormal counseling monitoring module for monitoring the counseling situation of the counselor based on the voice recording file,
The abnormal consultation monitoring module,
The voice recording file is analyzed to extract the customer voice section and the counselor's voice section, and the customer voice section and the counselor's voice section are converted into text using STT (Speech to Text) technology. Computing device that compares the text and a preset complete sales text to determine whether the counselor has an incomplete sale.
The method according to claim 1,
The work attitude monitoring module,
Computing that monitors whether the counselor's working attitude corresponds to a preset abnormal working attitude by checking one or more of the presence of other people, the level of living noise, and the absence of working hours in the counseling space of the counselor working at home. Device.
The method according to claim 2,
The work attitude monitoring module,
Computing device for generating a work attitude risk indicator according to the number of occurrences and the type of occurrence of the abnormal work attitude of the counselor.
delete The method according to claim 1,
The abnormal consultation monitoring module,
Analyze the voice recording file to extract a customer voice section and a counselor's voice section, and check whether there is a voice above a predetermined level in one or more of the customer voice section and the counselor's voice section, If it is determined that an abnormal consultation situation has occurred, the computing device.
The method according to claim 1,
The abnormal consultation monitoring module,
Analyzing the voice recording file to extract the customer voice section and the counselor's voice section, and in the voice recording file, if the customer voice section lasts for a predetermined time or longer, or when the counselor's voice section does not exist for a predetermined time or longer, an abnormal consultation situation A computing device that determines that this has occurred.
The method according to claim 1,
The abnormal consultation monitoring module,
The voice recording file is analyzed to extract a customer voice section and a counselor's voice section, and the customer voice section and the counselor's voice section are converted into text using STT (Speech to Text) technology, and preset prohibited words in the text If it exists, the computing device determines that an abnormal consultation situation has occurred.
delete The method according to claim 1,
The abnormal consultation monitoring module,
A computing device for generating an abnormal consultation risk index according to the occurrence frequency and the occurrence type of the abnormal consultation situation.
The method according to claim 1,
The computing device,
Computing device further comprises a customer interest monitoring module for monitoring whether a customer of interest is generated based on the voice recording file.
The method according to claim 10,
The customer monitoring module of interest,
Analyze the voice recording file to extract a customer voice section and a counselor's voice section, and whether there is one or more of a voice above a preset level, a voice tone change above a preset level, and a predetermined emotion expression word in the customer voice section. According to the computing device, it is determined that the customer of interest has occurred.
The method according to claim 11,
The customer monitoring module of interest,
If the customer of interest occurs, check the corresponding level of the counselor, and if the corresponding level of the counselor is less than a preset level, call connection between the customer terminal and the counselor terminal is connected between the customer terminal and the preset manager terminal. Switch to, computing devices.
The method according to claim 12,
The above counselor's response level
It depends on one or more of the counseling career of the counselor, the level of completion of the counseling training, and the degree of familiarity with the counseling manual.
A computing device in which information on the corresponding level is pre-stored for each counselor.
A computing device for a smart contact center service based on a counselor working from home, having one or more processors and a memory storing one or more programs executed by the one or more processors,
The computing device,
A communication module connected to a customer terminal and a counselor terminal installed in the counselor's premises to communicate with each other and obtaining one or more of the counselor's space photographed image, audio recording file, and work status information;
A work attitude monitoring module that monitors the work attitude of the counselor based on one or more of the counseling space photographed image, audio recording file, and work status related information;
An abnormal counseling monitoring module that monitors an abnormal counseling situation of the counselor based on at least one of the counseling space photographed image, a voice recording file, and work status-related information; And
And a customer monitoring module for monitoring whether a customer of interest is generated based on at least one of the consultation space photographed video, a voice recording file, and work status related information,
The abnormal consultation monitoring module,
The voice recording file is analyzed to extract the customer voice section and the counselor's voice section, and the customer voice section and the counselor's voice section are converted into text using STT (Speech to Text) technology. Computing device that compares the text and a preset complete sales text to determine whether the counselor has an incomplete sale.
As a smart contact center service system using a counselor working from home,
A smart device having one or more processors, and a memory storing one or more programs executed by the one or more processors,
The smart device,
A user authentication module that checks whether a user of the smart device is a registered counselor when a preset event occurs;
A security management module that manages the security state of the smart device;
An access management module that performs access control related to the smart device; And
It includes a business support module provided to support the consultation service of the counselor,
The task support module,
Acquiring at least one of the counselor's work attitude risk indicator and abnormal counseling risk indicator, and displaying the work attitude risk indicator and abnormal counseling risk indicator on the screen of the smart device,
The abnormal counseling risk indicator includes a result of comparing the text of the counselor's voice section with a preset complete sale text in the voice recording file between the counselor and the customer, and whether the counselor is incompletely sold or not.
delete The method according to claim 15,
The task support module,
Receives one or more of the information on the abnormal consultation situation and the information on the occurrence of the interested customer from the center server of the smart contact center service system, and responds according to the received information on the abnormal consultation situation and the information on the occurrence of the interested customer A smart contact center service system that provides a corresponding manual to the counselor.
The method according to claim 15,
The security management module,
When the counselor executes an application for consultation work mounted on the smart device, a smart contact center service is provided to display an information protection pledge on the screen of the smart device and to receive a signature for the information protection pledge from the counselor system.
The method according to claim 18,
The security management module,
The application for the consultation service is kept in the lock mode until the signature for the information protection pledge is input from the counselor, and when the signature for the information protection pledge is input, the application for the consultation service is unlocked and switched to the normal mode Prescribing, smart contact center service system.
As a smart contact center service system using a counselor working from home,
A counselor terminal installed in the counselor's premises and transmitting at least one of a counseling space photographed image, a voice recording file, and work status information; And
Receiving at least one of the consultation space photographed image, audio recording file, and work status related information from the counselor terminal, and based on at least one of the consultation space photographed image, audio recording file, and work status related information Includes a center server that monitors one or more of working attitudes, anomalous counseling situations, and whether customers are interested,
The center server,
The voice recording file is analyzed to extract the customer voice section and the counselor's voice section, and the customer voice section and the counselor's voice section are converted into text using STT (Speech to Text) technology. The text is compared with the pre-set text to confirm whether the agent is incompletely sold, Smart contact center service system.

Images