KR102197687B1 - Intelligent ARS System and its operation method - Google Patents

Abstract

The present invention provides an intelligent ARS system and an operating method thereof. The intelligent ARS system comprises: an IVR server which connects a telephone call at a request of a customer terminal equipped with the SDK, and receives a response corresponding to the guide sound outputted in accordance with the telephone call connection; and an IDC server which generates screen information when the response received from the IVR server is serviceable, generates the SDK and a network channel of a customer terminal converted to a wake-up state, and controls the web screen access of the customer terminal in accordance with the screen information. According to the present invention as described above, by providing an ARS service visible through a cloud server without building a separate call server and a web server, it is compatible with both Android and iOS through a web-based service without installing an app, thereby having the effect of reducing time and costs required to build a server, and providing easy maintenance.

Description

Intelligent ARS System and its operation method {Intelligent ARS System and its operation method}

The present invention relates to an intelligent ARS system and its operating method. More specifically, by providing an ARS service visible through a cloud server without building a separate call server and a web server, Android and It is a technology that is compatible with both iOS, reducing the time and cost required to build a server, and providing an ARS service that is easy to maintain.

The ARS (Automatic Response System) service replaces the minimal business process that customers can deal with by themselves, such as department guidance, document transmission, and banking, with ARS, while repetitive actions and simple tasks are fatigued. Was spread to solve the problem.

These types of ARS are divided into pressing ARS, spoken (voice) ARS, and visible ARS, and pressing ARS is made by TDM (Time Division Multiplexing) voice playback or simple agent connection. Transmission devices are operated in a manner in which data is simultaneously transmitted by sharing a single communication line operating at high speed.

Therefore, although the initial cost of pressing ARS is inexpensive, universal, popularized, and systemized, there is a disadvantage of having to listen to the voice message until the end of the desired item, and to start over from the previous step if it is pressed incorrectly.

On the other hand, voice ARS has evolved into IVR (Interactive Voice Response), legacy linkage, TTS, ASR linkage, and IP method, but the user's convenience is improved by reducing the action of pressing the desired counseling department by voice transmission.

However, voice ARS has a problem in that it is necessary to listen to the voice message to the end, like ARS to be pressed, and to be built for each type of company with functions such as CTI, IVR, and TTS, and it is expensive and the accuracy of voice recognition is poor, so it cannot be universalized. .

In addition, the visible ARS has the advantage of being able to quickly select the desired item in an intuitive way with the eyes as it enables IVVR, video call distribution, voice recognition service enhancement, expansion of smartphone distribution, and diversified menu and channel operation using App. .

However, it only performs the function of shortening the time to listen to the ARS that is simply pressed and the voice of the voice ARS, and there is a disadvantage in that it takes a lot of cost to build the system.

The current ARS service is expected to expand as the number of smartphone users increases, but as it costs at least KRW 80 million to build a server and system, it has been introduced only by some large companies and public institutions that can handle the cost burden. It is a situation in use.

Small and medium-sized businesses and small business owners who actually need ARS are using the conventional voice ARS system due to the burden of cost, and according to the Korea Communications Commission survey, 74.8% of consumers use ARS more than once within a month. Among them, it was surveyed that it is used the most for communication and finance.

In addition, in the order of customer satisfaction, the satisfaction of the counselor's counseling was high, while the satisfaction of waiting time until the connection to the counselor was low, so consumers still feel that the ARS service is uncomfortable.

In order to solve this inconvenience, the biggest complaints when using ARS, such as use time and waiting time, are improved, the frequency of connection to a counselor through ARS is reduced, and services are provided within ARS beyond the ARS function, a simple response service. If so, customer satisfaction is also expected to increase.

Therefore, the applicant does not build a separate call server and web server, but saves time and cost for server construction by providing the ARS service visible through the cloud server, and is not driven only by installing the app, but a web-based service. We intend to provide an ARS service that is compatible with both Android and iOS through the system.

In addition, the present applicant intends to provide a user-centered customized ARS web service that enables editing of images, backgrounds, numbers and arrangement order for connection to a counselor, and sub-contents and order of each number through user manipulation.

Korean Registered Patent No. 10-1499068 (2015.02.27.)

An object of the present invention is to provide an ARS service visible through a cloud server without building a separate call server and a web server, so that both Android and iOS are compatible through a web-based service without installing an app. It is to reduce cost and provide ARS service that is easy to maintain.

In addition, an object of the present invention is to provide a user-centered customizable ARS web service that enables editing of images, backgrounds, numbers and arrangement order for connecting to a counselor, and sub-content and order of each number through user manipulation. .

In addition, the object of the present invention is not limited to business hours, beyond the simple ARS function, to provide product guidance, agreement agreement, contract conclusion, real-time contract including service inquiry, real-time inquiry, reservation service By providing it, it is to prevent customer churn due to a gap in waiting for a counselor connection or non-working hours, and to provide an ARS web service that enables schedule management.

In addition, it is an object of the present invention to provide a CS that fits the customer's situation through the customer CS response ARS function after the consultation personnel limited to the business type or time zone in which civil complaints are concentrated, after confirming the information of the first customer, delayed waiting time and It is to provide an ARS web service that can solve various CSs even during the inconvenience caused by the counselor's busy call, working hours or the absence of the counselor.

One embodiment of the present invention for achieving this technical problem is an intelligent ARS system, which connects a phone call at the request of a customer terminal equipped with an SDK, and receives a response corresponding to the guide sound output according to the phone call connection. IVR server; And IDC that generates screen information when the response received from the IVR server is serviceable, creates SDK and network channel of the customer terminal converted to wake-up state, and controls the web screen access of the customer terminal according to the screen information. It characterized in that it comprises a server.

Preferably, the IVR server connects a phone call at the request of a customer terminal equipped with the SDK, receives a response corresponding to the guide sound output according to the phone call connection, and switches to the ARS service under the control of the IDC server. In this case, a guide sound corresponding to a preset scenario is output to the customer terminal without opening a network channel with the SDK.

The IDC server includes: a scenario module for generating a scenario for a category to be posted on screen information and detailed items thereof when accessing a web screen; A bulletin board module for configuring a web screen for receiving a response to the generated scenario, category and detailed items; A transmission module for uploading the received response details to a cloud environment; And an interlocking module for indexing the input response and corresponding company information or customer information to enable an immediate response to the uploaded response details and transmitting the index to the manager terminal.

In addition, a method for operating an intelligent ARS system based on the above-described system includes the steps of: (a) connecting, by an IVR server, a telephone call according to a request of a customer terminal; (B) generating screen information when the response received from the IVR server by the IDC server is serviceable; (C) the IDC server generates an SDK and a network channel of the customer terminal switched to the wake-up state; And (d) controlling, by the IDC server, access to the web screen of the customer terminal.

Preferably, the step (b) includes the step (b-1) of the IDC server receiving a response from the IVR server for service availability; (B-2) determining whether the identification value of the customer terminal included in the response received by the IDC server is TRUE or FALSE; (b-3) generating screen information by determining that the IDC server is serviceable when the determination result of step (b-2) is that the identification value of the customer terminal is TRUE; And (b-4) converting the IDC server to the ARS service by determining that the service is unavailable as a result of the determination in step (b-2), when the identification value of the customer terminal is FALSE.

Step (d) includes the step (d-1) of the IDC server receiving category selection information from a customer terminal accessed through a web screen; (D-2) receiving, by the IDC server, reservation information including a reservation target service, product, or reservation time from a customer terminal when the received category selection information is a real-time reservation; And (d-3) transmitting the reservation information received by the IDC server to the manager terminal, and controlling message exchange in real time by connecting a network channel between the customer terminal and the manager terminal.

According to the present invention as described above, by providing an ARS service visible through a cloud server without building a separate call server and a web server, both Android and iOS are compatible through a web-based service without installing an app. It has the effect of saving time and cost, and easy maintenance.

In addition, according to the present invention, it is possible to edit the image, background, number and arrangement order for connecting to a counselor, and the sub-content and order of each number through user manipulation, thereby providing a user-centered customizable ARS web service. I can.

In addition, according to the present invention, beyond the simple ARS function, it is not limited to business hours, but provides product guidance, agreement agreement, contract conclusion, real-time contract including service inquiry, real-time inquiry, reservation service, which is not limited to business hours. By doing so, there is an effect of preventing customer churn due to waiting for a counselor connection or a gap in non-working hours.

In addition, according to the present invention, after a limited number of consultants in a business type or time zone in which civil complaints are concentrated, after confirming the information of the first customer, the customer CS response ARS function provides a CS appropriate to the customer's situation, thereby delaying the waiting time when using the ARS service. There is an effect that various CS can be resolved even during the discomfort caused by the telephone and the counselor during the phone call, working hours or the absence of the counselor.

1 is a block diagram showing an intelligent ARS system according to an embodiment of the present invention.
2 is a block diagram showing an IVR server of an intelligent ARS system according to an embodiment of the present invention.
3 is a configuration diagram showing an IDC server of an intelligent ARS system according to an embodiment of the present invention.
4 is a block diagram showing a detailed configuration of an IDC server of an intelligent ARS system according to an embodiment of the present invention.
5 is a flowchart illustrating a method of operating an intelligent ARS system according to an embodiment of the present invention.
6 is a flow chart showing a detailed process of step S504 of the intelligent ARS system operating method according to an embodiment of the present invention.
7 is a flow chart showing a detailed process of step S508 of the intelligent ARS system operating method according to an embodiment of the present invention.

Specific features and advantages of the present invention will become more apparent from the following detailed description based on the accompanying drawings. Prior to this, terms or words used in the present specification and claims are based on the principle that the inventor can appropriately define the concept of terms in order to describe his or her invention in the best way. It should be interpreted as a corresponding meaning and concept. In addition, when it is determined that a detailed description of known functions and configurations thereof related to the present invention may unnecessarily obscure the subject matter of the present invention, it should be noted that the detailed description has been omitted.

Referring to FIG. 1, the intelligent ARS system (S) according to an embodiment of the present invention connects a phone call at the request of a customer terminal 10 equipped with an SDK, and to the guide sound output according to the phone call connection. An IVR (Interactive Voice Response) server 100 receiving a corresponding response, and a customer terminal 10 that generates screen information when the response received from the IVR server 100 is serviceable, and switches to a wake-up state It is configured to include an IDC (Internet Data Center) server 200 that generates an SDK and a network channel of, and controls the web screen access of the customer terminal 10 according to the screen information. At this time, the screen information is output in the form of a pop-up on the screen of the customer terminal 10 at the same time as the creation of the network channel with the SDK.

In addition, hereinafter, the specific reference will be omitted, but the IVR server 100 or IDC server 200 of the intelligent ARS system S according to an embodiment of the present invention is not a configuration installed as a server in a company or institution, It is desirable to understand that the configuration performing each function is installed and driven in a cloud environment.

2, the IVR server 100 connects a phone call at the request of the customer terminal 10 equipped with the SDK, receives a response corresponding to the guide sound output according to the phone call connection, and the IDC server When switching to the ARS service under the control of 200, a guide sound corresponding to a preset scenario is output to the customer terminal 10 without opening a network channel with the SDK.

At this time, when the IVR server 100 receives the guidance sound and the response corresponding to the response from the customer terminal 10, the IVR server 100 performs a process of outputting the guidance sound matched with the response until the predetermined scenario ends.

In addition, the scenario for outputting the guide sound is generated and modified by the IDC server 200, and the connection tree matching the response may be changed.

Referring to FIG. 3, the IDC server 200 determines whether service is available or unavailable according to a response received from the IVR server 100.

First, when the response received from the IVR server 100 by the IDC server 200 is serviceable, it performs a function of controlling access to the web screen of the customer terminal 10 according to the screen information. At this time, as a network channel is connected between the customer terminal 10 and the IDC server 200, the IVR server 100 terminates the call connection with the customer terminal 10.

On the other hand, when the response received by the IDC server 200 is not serviceable, the voice IVR server 100 is controlled to provide a voice ARS function to the customer terminal 10 by converting the service process to voice ARS.

In addition, when the identification value of the customer terminal 10 included in the response is TRUE, the IDC server 200 may determine that service is possible, and when the identification value of the customer terminal 10 is FALSE, the IDC server 200 may determine that service is impossible. .

Thus, the intelligent ARS system (S) according to an embodiment of the present invention, the customer terminal 10 by dialing the number connected to the IVR server 100 to respond to the availability of ARS seen by the IDC server 200. Transmission, and the IDC server 200 connects the customer terminal 10 and the network channel according to the customer's response to provide a'visible ARS service', or if the network channel connection is impossible, the IVR server 100 and the customer terminal ( 10)'General ARS service' will be provided.

Referring to FIG. 4, the IDC server 200 includes a scenario module 202 for generating a scenario for a category to be posted on screen information and detailed items thereof when accessing a web screen, and for the generated scenario and the category and the detailed items. A bulletin board module 204 that configures a web screen for receiving a response, a transmission module 206 that uploads the received response details to the cloud environment, and a response corresponding to the received response to enable immediate response to the uploaded response details. It is configured to include an interworking module 208 that indexes the company information or customer information and transmits it to the manager terminal 20.

At this time, the category may include real-time reservations, real-time inquiries, 24-hour ARS reservations, customer service CS, and the like, but the embodiment of the present invention is not limited thereto and may be customized to meet the needs of industries, companies, or institutions.

In addition, the bulletin board module 204 is configured to generate a web screen including any one of a button for responding to items for each category, a bulletin board in which a text base is possible, or an input box for uploading an attached file.

In addition, the uploading of response details of the transmission module 206 may be uploaded by company information, customer information, or category.

And, the interworking module 208 is a manager terminal that includes any one of company or customer identification information, inquiry details, reservation details, purchase details, CS details, or contract details corresponding to the received response. Transfer to (20).

In addition, the IDC server 200 is configured to further include a database 210 that stores and manages the received response for each category, item, company, or customer, thereby enabling immediate response to existing customers without inputting personal information.

Hereinafter, the categories (real-time reservation, real-time inquiry, 24-hour ARS reservation, and customer service CS) of the intelligent ARS system (S) according to an embodiment of the present invention are as follows.

Real-time reservation

The IDC server configures a basic scenario suitable for the business process, but the customer who accesses through the customer terminal 10 can change the scenario on its own (menu number, web page design, etc.).

In addition, the IDC server indexes existing customer information and related details from the database, enabling immediate response to driver-use customers without entering personal information, and is configured to prevent the hassle of re-entering customer information for existing customers.

In addition, the real-time reservation category can be applied in delivery, hospitals, restaurants, or beauty shops, and its application target can be extended.

Real-time inquiry

When a customer is curious about the financial resources of the product they want to purchase, it is possible to access the IDC server through a terminal and make real-time product inquiries.

For example, when purchasing a product at an online/offline mart, the customer recognizes the barcode or QR code of the product through the terminal, accesses the IDC server, and responds to inquiries about the product's financial resources (benefits, services). Unmanned service can be provided.

24-hour ARS reservation

Customers connect to the IDC server and make reservations by selecting the desired product at the desired date and time slot through ARS 24 hours a day without a call from an agent, and the manager can efficiently respond to the reservation details through the reservation schedule management.

Customer Response CS

By providing a customer management linkage module in consideration of shopping mall characteristics and providing a function to upload attachments (photos, videos) to identify customer requirements, problems can be quickly identified and responded to.

In addition, in the case of simple consultations such as returns and refund requests, methods such as refund methods can be quickly responded to by automatic text sending, and integrated settlement system through linkage with shopping mall management programs (shop linker, sales-on, EC monitor, etc.) It can maximize work efficiency and processing speed of customer management and response.

Hereinafter, a method of operating an intelligent ARS system according to an embodiment of the present invention will be described with reference to FIG. 5.

First, the IVR server 100 connects a phone call according to the request of the customer terminal 10 (S502).

Subsequently, when the response received from the IVR server 100 is serviceable, the IDC server 200 generates screen information (S504).

Subsequently, the IDC server 200 creates an SDK and a network channel of the customer terminal 10 that has been switched to the wake-up state (S506).

Then, the IDC server 200 controls the web screen access of the customer terminal 10 (S508).

Hereinafter, a detailed process of step S504 of the intelligent ARS system operating method according to an embodiment of the present invention will be described with reference to FIG. 6.

After step S502, the IDC server 200 receives a response from the IVR server 100 as to whether or not the service is available (S602).

Subsequently, it is determined whether the identification value of the customer terminal 10 included in the response received by the IDC server 200 is TRUE or FALSE (S604).

As a result of the determination in step S604, if the identification value of the customer terminal 10 included in the response received by the IDC server 200 is TRUE, it is determined that the service is available and screen information is generated (S606).

As a result of the determination in step S604, if the identification value of the customer terminal 10 included in the response received by the DC server 200 is FALSE, it is determined that the service is unavailable, and the service is switched to the ARS service (S608).

Hereinafter, a detailed process of step S508 of the intelligent ARS system operating method according to an embodiment of the present invention will be described with reference to FIG. 7.

After step S506, the IDC server 200 receives category selection information from the customer terminal 10 accessed through the web screen (S702).

At this time, when the received category selection information is a real-time reservation, the IDC server 200 receives reservation information including a reservation target service, product, or reservation time from the customer terminal 10 (S704).

Then, the IDC server 200 transmits the received reservation information to the manager terminal 20, and controls the exchange of messages in real time by connecting a network channel between the customer terminal 10 and the manager terminal 20 (S706).

In addition, after step S702, when the category selection information received is a real-time inquiry or customer response CS, the IDC server 200 retrieves inquiry information including service name, product, inquiry details or CS details from the customer terminal 10. The input is received (S708).

Subsequently, the IDC server 200 transmits the input inquiry information to the manager terminal 20 in real time (S710). At this time, the inquiry information is matched with the customer's identification information and stored and managed in a database.

Then, the IDC server 200 controls the exchange of messages in real time by connecting a network channel between the customer terminal 10 and the manager terminal 20 (S712).

In addition, after step S702, when the received category selection information is a 24-hour ARS reservation, the IDC server 200 inputs 24-hour ARS reservation information including a reservation target service, product, or reservation time from the customer terminal 10. Receive (S714).

Subsequently, the IDC server 200 transmits the input 24 hour ARS reservation information to the manager terminal 20 (S716).

Subsequently, the IDC server 200 transmits a PUSH-type alarm message to the customer terminal 10 or the manager terminal 20 before a preset time from the reservation time (S718).

And, when the reservation time arrives, the IDC server 200 controls the exchange of messages in real time by connecting the network channel between the customer terminal 10 and the manager terminal 20 (S720).

As described above, according to an embodiment of the present invention as described above, by providing an ARS service visible through a cloud server without building a separate call server and a web server, both Android and iOS are compatible through a web-based service without installing an app. It is possible to reduce the time and cost required for server construction, and easy maintenance.

In addition, it is possible to edit images, backgrounds, number and arrangement order for connection to the agent, and sub-contents and order of each number through user manipulation. Beyond the simple ARS function, feedback on the desired date and time is not limited to business hours. By providing a real-time contract, real-time inquiry, reservation service including product information, agreement of terms and conditions, contract signing, and service inquiry, it prevents customer churn due to waiting for an agent or a gap in non-working hours. ARS web service that can be customized can be provided.

Accordingly, according to an embodiment of the present invention, after the consultation personnel limited to the business type or time zone in which civil complaints are concentrated, after confirming the information of the first customer, the customer CS response ARS function provides a CS that is suitable for the customer's situation, when using the ARS service. Various CS can be solved even during delayed waiting time, inconvenience caused by the agent's busy call, work hours, or the agent's absence.

As described above and shown in connection with a preferred embodiment for illustrating the technical idea of the present invention, the present invention is not limited to the configuration and operation as shown and described as described above, and deviates from the scope of the technical idea. It will be well understood by those skilled in the art that a number of changes and modifications can be made to the present invention without. Therefore, all such appropriate changes and modifications and equivalents should be considered to be within the scope of the present invention.

S: Intelligent ARS system
100: IVR server
200: IDC server
202: scenario module
204: bulletin board module
206: transmission module
208: interlocking module
10: customer terminal
20: administrator terminal

Claims (6)

An IVR server for connecting a phone call at the request of a customer terminal equipped with the SDK, and receiving a response corresponding to the guide sound output according to the phone call connection; And
When the response received from the IVR server is serviceable, screen information is generated, SDK and network channel of the customer terminal converted to the wake-up state are generated, and the web screen access of the customer terminal is controlled according to the screen information. Including IDC server,
The IDC server,
A scenario module for generating a scenario for the category (real-time reservation, real-time inquiry, 24-hour ARS reservation, and customer response) to be posted on the screen information when accessing the web screen and detailed items thereof;
A web screen including a button for response to the created scenario and items by category, a bulletin board with a text mechanism, or an input box for uploading an attached file, and a web screen for receiving responses to the detailed items A bulletin board module constituting a;
A transmission module for uploading the received response details to the cloud environment by company information, customer information, or category;
Company information including any one of company or customer's identification information, inquiry details, reservation details, purchase details, CS details, or contract details, or customers corresponding to the input response to enable immediate response to the uploaded response details An interworking module that indexes information and transmits it to an administrator terminal; And
An intelligent ARS system comprising a database that stores and manages the received response by category, item, company, or customer, and enables immediate response to existing customers without entering personal information. The method of claim 1,
The IVR server,
When a phone call is connected at the request of a customer terminal equipped with the SDK, a response corresponding to the guide sound output according to the phone call connection is received, and the ARS service is switched under the control of the IDC server, the Intelligent ARS system, characterized in that, without opening a network channel, outputting a guide sound corresponding to a preset scenario to a customer terminal. delete (a) connecting, by the IVR server, a telephone call according to the request of the customer terminal;
(b) the IDC server generating screen information when the response received from the IVR server is serviceable;
(c) the IDC server generating an SDK and a network channel of the customer terminal switched to the wake-up state; And
(d) including the step of controlling the IDC server access to the web screen of the customer terminal,
The step (d),
(d-1) receiving, by the IDC server, category selection information from a customer terminal accessed through a web screen;
(d-2) when the received category selection information is a real-time reservation, receiving, by the IDC server, reservation information including a reservation target service, product, or reservation time from a customer terminal; And
(d-3) transmitting the reservation information received by the IDC server to the manager terminal, and controlling the exchange of messages in real time by connecting a network channel between the customer terminal and the manager terminal,
After step (d-2),
If the received category selection information is a real-time inquiry or customer response CS,
(d-2-1) receiving, by the IDC server, inquiry information including service name, product, inquiry details or CS details from the customer terminal;
(d-2-2) transmitting the inquiry information received by the IDC server to the manager terminal in real time; And
(d-2-3) The IDC server includes the step of controlling the exchange of messages in real time by connecting a network channel between the customer terminal and the manager terminal,
After step (d-2),
If the category selection information received is 24-hour ARS reservation,
(d-2-4) receiving, by the IDC server, 24-hour ARS reservation information including a reservation target service, product, or reservation time from the customer terminal;
(d-2-5) transmitting the 24 hour ARS reservation information received by the IDC server to the manager terminal;
(d-2-6) the IDC server transmitting an alarm message in the form of a PUSH to the customer terminal or the manager terminal before a preset time from the reservation time; And
(d-2-7) When the reservation time arrives, the IDC server connects the network channel between the customer terminal and the manager terminal to control the exchange of messages in real time.
Intelligent ARS operation method comprising a. The method of claim 4,
The step (b),
(b-1) receiving, by the IDC server, a response as to whether service is available from the IVR server;
(b-2) determining whether the identification value of the customer terminal included in the response received by the IDC server is TRUE or FALSE;
(b-3) if, as a result of the determination in step (b-2), the identification value of the customer terminal is TRUE, the IDC server determines that service is available and generates screen information; And
(b-4) When the determination result of step (b-2), if the identification value of the customer terminal is FALSE, the IDC server determines that the service is not available and converts to an ARS service. Way. delete

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