KR102515656B1 - Customer complaint digital processing system - Google Patents

Abstract

According to an embodiment of the present invention, provided is a method for a civil complaint processing server to receive a civil complaint and provide information on the processing status. A digital processing method for customer complaints includes the steps of: providing an interface which allows a customer terminal which recognizes an identification code to file a civil complaint, including filing an inconvenience, filing a lost item, or requesting emergency dispatch; transmitting content input and transmitted through the interface to an administrator terminal; and receiving processing details for the civil complaint received from the administrator terminal.

Description

Customer complaint digital processing system {CUSTOMER COMPLAINT DIGITAL PROCESSING SYSTEM}

The present invention relates to a digital processing system for customer civil complaints, and relates to a system capable of easily submitting civil complaints only by scanning an identification code and receiving processing procedures therefor.

Despite the fact that there are management guidelines for each facility in subway stations, department stores, and public institutions, there are cases in which users feel uncomfortable due to poor management or temporary accidents or disabilities.

In the past, it was common to install a monitoring device such as CCTV, monitor the general management office, and place a separate manager to check the state of the facility.

In addition, complaints may be actively received by users, but for this purpose, users had to find the management office to file complaints, and there was inconvenience in writing and submitting complaints. There were many users who

In addition, it was not possible to immediately check the processing status of civil petitions from the user's point of view.

Therefore, there is a need for a technology that enables a convenient way to apply for civil petitions and check the processing status thereof.

The present invention is to solve the problems of the prior art described above.

An object of the present invention is to allow customers to receive complaints, such as complaints, lost property, and emergency dispatch, in a simple way, and to easily check the handling of these complaints through a terminal that they carry and hold.

An object of the present invention is to prevent false civil petitions by certifying only civil petitions that meet certain criteria as genuine complaints, and to minimize and streamline the manager's work according to civil petitions.

The objects of the present invention are not limited to the objects mentioned above, and other objects not mentioned will be clearly understood from the description below.

According to one embodiment of the present invention for achieving the above object, as a method for a civil complaint processing server to receive complaints and provide information on processing status, complaints received by a customer terminal recognizing an identification code, Providing an interface for receiving civil complaints, including filing for lost property or requesting an emergency response; transmitting the contents input and transmitted through the interface to an administrator terminal; and receiving a processing content for receiving the complaint input from the administrator terminal, a digital processing method for customer complaints is provided.

The method may further include transmitting processing contents received from the manager terminal to the customer terminal.

The identification code may store identification information of a web page including the interface.

In the method, after the step of providing the interface, only when the distance between the location where the complaint should be received, which is identified based on the identification information, and the location of the customer terminal is less than or equal to a preset distance, the civil complaint is received as a genuine complaint. It may further include the step of confirming that it is.

According to another embodiment of the present invention, a complaint reception unit for providing an interface for receiving complaints, including complaints received, lost items received, or emergency dispatch requests to the customer terminal recognizing the identification code; a transmission unit which transmits the contents input and transmitted through the interface to an administrator terminal; and a processing information providing unit that receives processing information about the complaint received from the administrator terminal and transmits the processing information to the customer terminal.

According to one embodiment of the present invention, a customer can receive complaints such as complaints, lost items, and emergency dispatch in a simple way, and the handling matters can also be easily checked through a terminal that he or she possesses. do.

According to an embodiment of the present invention, by certifying only civil complaints that meet certain criteria as genuine complaints, it is possible to prevent false civil petitions and minimize and streamline the manager's work according to civil petitions.

1 is a diagram showing a schematic configuration of a customer complaint digital processing system according to an embodiment of the present invention.
2 is a diagram for explaining detailed operations of a civil complaint processing server according to an embodiment of the present invention.
3 to 5 are diagrams illustrating an example of inputting civil petition application information according to an embodiment of the present invention.
6 to 8 are diagrams showing screens checked on an administrator terminal when a complaint is received according to an embodiment of the present invention.
9 is a diagram illustrating an example of each processing item information provided to a customer terminal according to an embodiment of the present invention.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS The detailed description of the present invention which follows refers to the accompanying drawings which illustrate, by way of illustration, specific embodiments in which the present invention may be practiced. These embodiments are described in sufficient detail to enable one skilled in the art to practice the present invention. It should be understood that the various embodiments of the present invention are different from each other but are not necessarily mutually exclusive. For example, specific shapes, structures, and characteristics described herein may be implemented in one embodiment in another embodiment without departing from the spirit and scope of the invention. Additionally, it should be understood that the location or arrangement of individual components within each disclosed embodiment may be changed without departing from the spirit and scope of the invention. Accordingly, the detailed description set forth below is not to be taken in a limiting sense, and the scope of the present invention, if properly described, is limited only by the appended claims, along with all equivalents as claimed by those claims. Like reference numbers in the drawings indicate the same or similar function throughout the various aspects.

Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings so that those skilled in the art can easily practice the present invention.

1 is a diagram showing a schematic configuration of a customer complaint digital processing system according to an embodiment of the present invention.

Referring to FIG. 1 , a system according to an embodiment may include a customer terminal 100, a complaint processing server 200, and a manager terminal 300.

The customer terminal 100, the civil complaint processing server 200, and the manager terminal 300 may be a communication network, for example, a mobile communication network, a local area network (LAN), a metropolitan area network (MAN), and a wide area communication network. (WAN: Wide Area Network), World Wide Web (WWW), and wireless communication network (WiFi: Wireless Fidelity) can mutually communicate.

The customer terminal 100 and the manager terminal 300 have an arithmetic function and may be implemented in any form as long as they are devices capable of communicating with the outside. The customer terminal 100 may be implemented as, for example, a smart phone, tablet PC, desktop, laptop notebook, PDA, etc., but is not limited thereto.

The customer terminal 100 has a built-in photographing device for recognizing an identification code, for example, a barcode or QR code, disposed in a specific place such as a department store, a subway station, or a public institution. When the identification code is recognized by the customer terminal 100, a web page corresponding to the URL information stored in the identification code is displayed on the customer terminal 100, and the customer inputs and transmits civil complaints through an interface in the web page. can In this specification, civil complaints are exemplified by complaints received, lost items received, and emergency dispatch requests, but are not limited thereto.

The civil complaint processing server 200 receives civil complaints transmitted from the customer terminal 100 and allows the manager terminal 300 to check the contents. In addition, processing status information on civil complaints transmitted from the manager terminal 300 is received and transmitted to the customer terminal 100 .

Meanwhile, applications for implementing the functions described in this specification may be installed in the customer terminal 100 and the manager terminal 300 . These applications may be downloaded and installed through the civil complaint processing server 200 or an app store server different therefrom.

2 is a diagram for explaining detailed operations of a civil complaint processing server according to an embodiment of the present invention.

Referring to FIG. 2 , the civil complaint processing server 200 may include a civil complaint receiving unit 210, a civil complaint transmitting unit 220, a processing information providing unit 230, and a receipt authentication unit 240.

The civil complaint receiving unit 210, the civil complaint transmitting unit 220, the processing information providing unit 230, and the reception authentication unit 240 may be program modules or hardware capable of communicating with external devices. These program modules or hardware may be included in the complaint processing server 200 or other devices capable of communicating therewith in the form of an operating system, application program modules, and other program modules, and may be physically stored on various well-known storage devices. there is. Meanwhile, these program modules or hardware include, but are not limited to, routines, subroutines, programs, objects, components, data structures, etc. that perform specific tasks or execute specific abstract data types according to the present invention.

The complaint reception unit 210 provides a page (eg, a web page) corresponding to the identification code recognized from the customer terminal 100 to the customer terminal 100 . To this end, the identification code may include identification information about a corresponding page, for example, URL information.

Customers can input complaints, lost items, or emergency response information through the page corresponding to the identification code.

3 to 5 are diagrams illustrating an example of inputting information about receiving complaints, receiving lost items, or requesting emergency dispatch, respectively.

Referring to FIGS. 3 to 5 , when an identification code placed in a specific facility is scanned, an interface may be provided to allow selection of one of “receipt of inconvenience”, “receipt of lost item”, and “request for emergency response”.

As shown in FIG. 3, when “receive complaints” is selected, an interface for selecting a reception location and an interface for selecting civil complaints suitable for the specific facility may be provided. To this end, in each identification code, identification information of a page where civil complaints can be received that corresponds to the place where the corresponding identification code is placed may be stored.

As shown in FIG. 4 , when “receive lost item” is selected, an interface for selecting a lost location and an interface for selecting a lost item and inputting detailed information may be provided.

As shown in FIG. 5, when “emergency dispatch” is selected, current location information of the customer terminal 100 may be received.

The civil complaint transmission unit 220 performs a function of transmitting the information received by the civil complaint reception unit 210 to the manager terminal 300 .

6 to 8 are diagrams illustrating screens that are checked on the manager terminal 300 when a customer receives a complaint, a lost item, or an emergency dispatch request, respectively.

Referring to FIG. 6, when a complaint is received, the fact that the complaint has been received is transmitted to the manager terminal 100 through a push message, and when the manager selects the complaint reception status inquiry menu, information about the complaint received by the customer is received. A list is provided. When a manager selects a specific complaint, a page for checking details of the complaint is provided, and the manager can process the complaint, input an answer, and transmit the processed content.

Referring to FIG. 7 , when a lost item is received, the fact that the lost item has been received is transmitted to the manager terminal 100 through a push message, and when the manager selects the lost item reception status search menu, a list of lost item information received by customers is displayed. Provided. When a manager selects a specific lost item request, a page where details of the item can be checked is provided, and the manager can process the item, input an answer, and transmit the processed item.

Referring to FIG. 8 , when an emergency dispatch is received, the fact that the emergency dispatch report has been received by the manager terminal 100 and location information received from the customer terminal 100 are transmitted together. When the manager selects the emergency response reception status inquiry menu, a list of emergency response reception details received by customers is provided, and when the manager selects a specific reception item, a menu that enables the transmission of information that arrival at the corresponding emergency response request location and An interface including a menu for transmitting context end information may be provided.

The processing information providing unit 230 performs a function of providing the customer terminal 100 with processing status information on current civil petitions.

9 is a diagram illustrating an example of processing item information provided to the customer terminal 100 when a complaint is received, a lost item is received, and an emergency dispatch is received.

Referring to (a) and (b) of FIG. 9 , when complaints and lost items are received, the received contents may be transmitted to the customer terminal 100 immediately after the reception. The transmission method may be implemented as a push message transmission method or a message transmission method through an SNS messenger. In addition, referring to (c) of FIG. 9, an interface displaying that the current manager is on the move, how much the customer has moved based on the customer's current location, and how much time or distance is left until arrival at the time of receiving the emergency response. may be provided.

The reception authentication unit 240 performs a function of determining whether the corresponding receptions are false receptions when receiving complaints, lost property, and emergency dispatch from the customer terminal 100 .

When receiving complaints, the customer terminal 100 identifies the location information where complaints should be received based on the identification information of the web page stored in the identification code recognized by the customer terminal 100 . To this end, stored web page identification information of each identification code and location information corresponding to the reception of the corresponding complaint may be made into a DB.

After that, the customer's current location information is received through the location sensor built in the customer terminal 100, and whether it matches the location information for which the complaint should be received is checked. Only when the distance between the two locations is less than or equal to the preset distance, the complaint may be authenticated as a genuine civil complaint and transmitted to the manager terminal 300 .

On the other hand, based on the identification information of the web page stored in the identification code, the location where the complaint should be received, for example, based on the time difference between the latest time when the bathroom management was made and the time when the complaint was received, complaints received You can also perform authentication for . To this end, management time point information and management content information for each position where the identification code is disposed may be made into a DB.

If the time difference between the latest time when the management of the corresponding location was performed and the time of receiving complaints from the customer is equal to or less than a preset time, it is likely to be false reception. However, if complaints are also received by other customers at the same location during the time zone when complaints are received from customers, they may be true complaints due to poor management.

Accordingly, the reception authentication unit 240 may use the following equation to check whether the complaint is genuine or not.

In the above equation, T is the authenticity score of the complaint reception, A is the time difference between the time of the latest management at the location and the time of complaint reception, and B is the complaint received within a certain time range from the time of receipt of the complaint. This is the number of complaints received at the same location. α and β are weights, and the α value is set higher as the time period in which management is performed in the corresponding place is longer, and β may be set lower as the number of floating population in the corresponding place increases. If the management cycle of the place is long, there is a high possibility that the management will not be carried out properly. , in this case, the value of β can be set high. Information on the floating population of each place can be confirmed by referring to a pre-established database.

The reception authentication unit 240 may authenticate as a genuine inconvenience reception only when the authenticity score T exceeds a preset value, and transmit the corresponding content to the manager terminal 300 .

That is, the reception authentication unit 240 determines the time difference between the time of the recent management of the specific place and the time of receiving the complaint, and based on the time of receipt of the complaint, with respect to the reception of complaints at a specific place. As the number of complaints received by other customers within a certain time range increases, the complaints received can be certified as genuine complaints.

Meanwhile, the location of the customer terminal 100, the time difference, and complaints received by other personnel may all be considered. Specifically, in inverse proportion to the distance between the customer terminal 100 and the location where complaints must be received, which is confirmed based on the identification information of the web page stored in the identification code, and proportional to the authenticity score (T) described through the above equation The value is converted into a new authenticity score, and only when the corresponding authenticity score exceeds a preset value, the complaint can be certified as a genuine civil complaint. Only the number of complaints received certified as true complaints may be transmitted to the manager terminal 300 .

On the other hand, the authenticity of the lost item reception is determined by the distance between the location where the identification information is placed (a physical location confirmed based on the identification information of the web page stored in the identification information) and the location of the customer terminal 100 that has transmitted the lost item reception. Only when it is less than the distance, it is authenticated as authentic acceptance and the corresponding information can be transmitted to the manager terminal 300 .

In addition, the authenticity of the emergency response reception is critical when the distance between the location where the identification information is placed (the physical location confirmed based on the identification information of the web page stored in the identification information) and the location of the customer terminal 100 that has transmitted the lost item reception is critical. Authentic reception is authenticated only if it is less than the distance, but the critical distance used at this time can be set to a value greater than the critical distance (preset distance) used when receiving complaints and lost items. On the other hand, when receiving an emergency dispatch, it may be determined whether or not an emergency dispatch is required by analyzing an image acquired through a CCTV installed at the corresponding location. For example, by analyzing the corresponding video, the ratio of the number of people at the time of receipt of the emergency response application to the average floating population of the location of the emergency response application (location of identification information placement or location of the customer terminal 100) is greater than or equal to the preset ratio. Only in this case, it is recognized as a genuine emergency response reception, and the corresponding information can be transmitted to the manager terminal 300. This is because the average floating population can refer to a database, and a greater than usual floating population is highly likely to mean that some event or an event requiring emergency dispatch has occurred.

According to an embodiment, a customer can easily receive complaints, such as complaints, lost items, and emergency dispatch, and can easily check the handling of these complaints through a terminal that he or she possesses and holds.

According to an embodiment, by certifying only civil complaints that meet certain criteria as genuine complaints, it is possible to prevent false complaints and minimize and streamline the manager's work according to civil complaints.

The above description of the present invention is for illustrative purposes, and those skilled in the art can understand that it can be easily modified into other specific forms without changing the technical spirit or essential features of the present invention. will be. Therefore, the embodiments described above should be understood as illustrative in all respects and not limiting. For example, each component described as a single type may be implemented in a distributed manner, and similarly, components described as distributed may be implemented in a combined form.

The scope of the present invention is indicated by the following claims, and all changes or modifications derived from the meaning and scope of the claims and equivalent concepts should be interpreted as being included in the scope of the present invention.

100: customer terminal
200: complaint processing server
300: manager terminal
210: Civil complaint receiving department
220: Civil complaint transmission department
230: processing information providing unit
240: reception authentication unit

Claims (5)

As a method for the civil complaint processing server to receive civil complaints and provide information on the processing status,
Providing an interface to the customer terminal recognizing the identification code to receive complaints, including complaints, lost property, or emergency dispatch;
transmitting the contents input and transmitted through the interface to an administrator terminal;
It is inversely proportional to the distance between the location where complaints should be received, which is identified based on the identification code, and the location of the customer terminal, and the time difference between the time when the latest management was performed at the location where complaints should be received and the time when the complaints were received , and only when the authenticity score proportional to the number of complaints received in the same place received within a certain time range from the time the complaints were received exceeds a preset value, the complaints received are regarded as genuine complaints. checking; and
When it is confirmed that the complaint is genuine, receiving processing details for the complaint received input from the manager terminal, customer complaint digital processing method. According to claim 1,
Further comprising the step of transmitting the processing contents received from the manager terminal to the customer terminal, customer complaint digital processing method. According to claim 1,
Wherein the identification code stores identification information of a web page including the interface. delete A complaint reception unit that provides an interface for receiving complaints, including complaints, lost property, or emergency dispatch, to the customer terminal recognizing the identification code;
a transmission unit which transmits the contents input and transmitted through the interface to an administrator terminal;
It is inversely proportional to the distance between the location where complaints should be received, which is identified based on the identification code, and the location of the customer terminal, and the time difference between the time when the latest management was performed at the location where complaints should be received and the time when the complaints were received , and only when the authenticity score proportional to the number of complaints received in the same place received within a certain time range from the time the complaints were received exceeds a preset value, the complaints received are regarded as genuine complaints. Acceptance authentication unit to confirm; and
And a customer complaint digital processing system comprising a processing information providing unit for receiving processing details for the complaint received input from the manager terminal and transmitting it to the customer terminal.

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