KR102539706B1 - Server, method, and program for providing automatic connection to customer services - Google Patents

Abstract

The present disclosure relates to a customer center automatic connection service providing server, which creates a line to connect a call to a customer center instead of a user terminal, and when a call connection of a menu requested by a user succeeds, the call connected through the line is switched to the user terminal service can be provided.

Description

Customer center automatic connection service providing server, method, and program {Server, method, and program for providing automatic connection to customer services}

The present disclosure relates to a customer center automatic connection service providing server.

In order to provide various services to customers, numerous companies and organizations operate customer centers and provide services, but the number of counselors is limited compared to the number of users requesting services.

For this reason, there is a problem in that a user has to wait for a long time to connect to a menu suitable for his or her purpose after calling the customer center.

Even, the user has the inconvenience of having to select a number to enter the desired menu, rather than just waiting to connect to the menu.

In order to solve this problem, the visible ARS service allows users to select menus through the smartphone screen, but users are having difficulties due to different user interfaces at each customer center, and in the case of chatbot service, communication with users is difficult. The problem is that it often does not happen.

Accordingly, a service that connects a customer center on behalf of a user is required, but such a technology has not been disclosed at present.

Republic of Korea Patent Publication No. 10-0695093 (2007.03.02)

Embodiments disclosed in this disclosure are aimed at providing a customer center automatic connection service.

In addition, the embodiments disclosed in the present disclosure provide a service in which a line to connect a call to a customer center instead of a user terminal is created, and a call connected through the line is switched to the user terminal when the call connection of the menu requested by the user is successful. There is a purpose.

The problems to be solved by the present disclosure are not limited to the problems mentioned above, and other problems not mentioned will be clearly understood by those skilled in the art from the description below.

A customer center automatic connection service providing server according to an embodiment of the present disclosure for solving the above problems includes a communication unit communicating with a user terminal; a storage unit storing connection information for at least one customer center; and when call connection request information for a specific customer center is received from the user terminal, creating a line to connect a call with the specific customer center instead of the user terminal, and connecting the call with the specific customer center through the created line. When this is successful, a processor for controlling a relaying operation so that the call connected through the line is converted to the phone number of the user terminal.

In addition, the storage unit stores number input information for call connection of each customer center, and the call connection request information received from the user terminal and the number corresponding to the user's request based on the number input information An input sequence may be derived, and a call connection to the specific customer center may be attempted using the derived number input sequence.

In addition, the processor verifies the number input sequence based on the voice message received from the specific customer center in the process of attempting the call connection, and when it is determined that the number input sequence does not match, the received Analyzing the voice comment, deriving a method for performing a call connection requested from the user terminal based on the analysis result, attempting a connection meeting the user's request with the derived method, and the connection If this is successful, the number input information is updated based on the derived method.

Also, the processor may generate the line based on request information received from the user terminal.

In addition, the request information includes the purpose of connecting to the customer center, and the processor analyzes the request information, and based on the analysis result, the type of the specific customer center and a number for calling and inputting the specific customer center. You can decide the input order.

In addition, the processor generates user guide information or user request information based on a voice comment received in a process of connecting a call to the specific customer center, and transmits the generated user guide information or user request information to the user terminal can be provided with

In addition, the processor analyzes the received voice comment, and if an automatic response to the voice comment is possible as a result of the analysis, it may input a number for the automatic response or output a voice message.

In addition, the processor calculates an expected waiting time for call connection of each customer center providing the customer center automatic connection service at each preset time, and provides the calculated expected waiting time to a user terminal accessing the service. And, when the received voice comment includes information about the waiting time, the waiting time for the call connection of the customer center may be updated based on the waiting time included in the received voice comment.

In addition, a method for providing an automatic customer center connection service according to an embodiment of the present disclosure for solving the above problems is a method performed by a server, comprising the steps of receiving call connection request information for a specific customer center from a user terminal. ; generating a line to connect a call with the specific customer center instead of the user terminal; attempting a call connection with the specific customer center through the created line; and controlling a relaying operation so that a call connected through the line is converted to a phone number of the user terminal when the call connection is successful.

In addition to this, a computer program stored in a computer readable recording medium for execution to implement the present disclosure may be further provided.

In addition to this, a computer readable recording medium recording a computer program for executing a method for implementing the present disclosure may be further provided.

According to the above-described problem solving means of the present disclosure, an effect of providing an automatic customer center connection service is provided.

In addition, according to the above-described problem solving means of the present disclosure, a service in which a line to connect a call to a customer center instead of a user terminal is created, and the call connected through the line is switched to the user terminal when the call connection of the menu requested by the user is successful. can provide.

The effects of the present disclosure are not limited to the effects mentioned above, and other effects not mentioned will be clearly understood by those skilled in the art from the description below.

1 is a diagram illustrating problems of a conventional customer center connection method.
2 and 3 are schematic diagrams of a customer center automatic connection service providing system according to an embodiment of the present disclosure.
4 is a block diagram of a customer center automatic connection service providing server according to an embodiment of the present disclosure.
5 is a flowchart of a method for providing an automatic connection service to a customer center according to an embodiment of the present disclosure.
6 is a diagram illustrating that number input information of various customer centers is stored in a tree process and that connection information is generated by analyzing user request information.
7 is a diagram illustrating a request for input of a number of a user terminal to be connected after being automatically connected to a customer center.
8 is a diagram illustrating providing call connection waiting time information of various customer centers through a service application.
9 is a diagram illustrating a customer center connection menu derived according to user request information and information about expected waiting time.
10 is a diagram illustrating a message requesting a user to receive a call after a call is connected to a customer center.
11 is a diagram illustrating providing a customer center connection error message.
12 is a diagram illustrating guiding customer center operating hours.

Like reference numbers designate like elements throughout this disclosure. The present disclosure does not describe all elements of the embodiments, and general content or overlapping content between the embodiments in the technical field to which the present disclosure belongs is omitted. The term 'unit, module, member, or block' used in the specification may be implemented as software or hardware, and according to embodiments, a plurality of 'units, modules, members, or blocks' may be implemented as one component, It is also possible that one 'part, module, member, block' includes a plurality of components.

Throughout the specification, when a part is said to be "connected" to another part, this includes not only the case of being directly connected but also the case of being indirectly connected, and indirect connection includes being connected through a wireless communication network. do.

In addition, when a part "includes" a certain component, it means that it may further include other components without excluding other components unless otherwise stated.

Throughout the specification, when a member is said to be located “on” another member, this includes not only a case where a member is in contact with another member, but also a case where another member exists between the two members.

Terms such as first and second are used to distinguish one component from another, and the components are not limited by the aforementioned terms.

Expressions in the singular number include plural expressions unless the context clearly dictates otherwise.

In each step, the identification code is used for convenience of description, and the identification code does not explain the order of each step, and each step may be performed in a different order from the specified order unless a specific order is clearly described in context. there is.

Hereinafter, the working principle and embodiments of the present disclosure will be described with reference to the accompanying drawings.

In this specification, the 'apparatus for providing an automatic connection service to a customer center according to the present disclosure' includes various devices capable of providing results to users by performing calculation processing. For example, a customer center automatic connection service providing server according to the present disclosure may include a computer, a server device, and a portable terminal, or may be in any one form.

Here, the computer may include, for example, a laptop computer, a desktop computer, a laptop computer, a tablet PC, a slate PC, and the like equipped with a web browser.

The server device is a server that processes information by communicating with an external device, and may include an application server, a computing server, a database server, a file server, a game server, a mail server, a proxy server, and a web server.

In the following embodiments, the customer center automatic connection service providing device according to the embodiment of the present disclosure is configured to include a server device, so it will be referred to as a customer center automatic connection service providing server.

The portable terminal is, for example, a wireless communication device that ensures portability and mobility, and includes a Personal Communication System (PCS), a Global System for Mobile communications (GSM), a Personal Digital Cellular (PDC), a Personal Handyphone System (PHS), and a PDA. (Personal Digital Assistant), IMT (International Mobile Telecommunication)-2000, CDMA (Code Division Multiple Access)-2000, W-CDMA (W-Code Division Multiple Access), WiBro (Wireless Broadband Internet) terminal, smart phone (Smart Phone) ) and wearable devices such as watches, rings, bracelets, anklets, necklaces, glasses, contact lenses, or head-mounted-devices (HMDs). can include

Hereinafter, embodiments of the present disclosure will be described in detail with reference to the accompanying drawings.

1 is a diagram illustrating problems of a conventional customer center connection method.

Numerous companies and government offices operate customer centers to resolve customer requests.

However, the number of counselors is limited compared to the number of customers, and for this reason, users (customers) have to wait a long time to connect to the customer center.

Recently, when a customer center is called, an ARS menu is provided on the screen of the terminal (smartphone) so that the user can find the service he or she wants, but each customer center provides a different UI, which causes inconvenience to the user. I'm feeling it.

In addition, although the chatbot is used to receive user requests, in most cases, the counselor must finally resolve the request, so the user's inconvenience of having to wait for a long time is not improved at all.

Accordingly, the problem of a user waiting for a call connection with a customer center is to be solved through the customer center automatic connection service according to an embodiment of the present disclosure.

Hereinafter, how the customer center auto connection service providing server 100 according to an embodiment of the present disclosure provides the customer center auto connection service will be described.

2 and 3 are schematic diagrams of a customer center automatic connection service providing system 10 according to an embodiment of the present disclosure.

2 and 3, the server 100, when receiving a request to connect to the customer center from the user terminal 200, tries to connect to the corresponding customer center on behalf of the user, and when a call on behalf of the user is connected, the user The terminal 200 and the customer center are connected.

Through this process, the user does not have to wait until the call connection with the customer center is completed, and has an effect of accurately connecting to a desired service.

Below, the process related to the customer center automatic connection service will be described in more detail with reference to the block diagram of FIG. 4, the flowchart of FIG. 5, and various exemplary drawings.

4 is a block diagram of a customer center automatic connection service providing server 100 according to an embodiment of the present disclosure.

5 is a flowchart of a method for providing an automatic connection service to a customer center according to an embodiment of the present disclosure.

Referring to FIG. 4 , a customer center automatic connection service providing server 100 according to an embodiment of the present disclosure includes a processor 110 , a communication unit 120 and a storage unit 130 .

However, in some embodiments, the server 100 may include fewer or more components than those shown in FIG. 4 .

The processor 110 performs the above-described operation using a storage unit 130 that stores data for an algorithm or a program that reproduces the algorithm for controlling the operation of the components in the present device, and the data stored in the storage unit 130. It may be implemented with at least one processor 110 that performs. In this case, the storage unit 130 and the processor 110 may be implemented as separate chips. Alternatively, the storage unit 130 and the processor 110 may be implemented as a single chip.

In addition, the processor 110 may control any one or a combination of a plurality of components described above in order to implement various embodiments according to the present disclosure described in the following drawings on the present device.

In addition to operations related to the application program, the processor 110 may control general operations of the present device. The processor 110 may provide or process appropriate information or functions to the user by processing signals, data, information, etc. input or output through the components described above or by running an application program stored in the storage unit 130. .

In addition, the processor 110 may control at least some of the components of the present device in order to drive an application program stored in the storage unit 130 . Furthermore, the processor 110 may combine and operate at least two or more of the components included in the device to drive the application program.

The communication unit 120 may include one or more modules that connect the customer center auto connection service providing server 100 to one or more networks.

The communication unit 120 may include one or more components enabling communication with an external device, and for example, at least one of a broadcast reception module, a wired communication module, a wireless communication module, a short-distance communication module, and a location information module. can include

The wired communication module includes a variety of wired communication modules such as a local area network (LAN) module, a wide area network (WAN) module, or a value added network (VAN) module, as well as a Universal Serial Bus (USB) module. Bus), high definition multimedia interface (HDMI), digital visual interface (DVI), recommended standard 232 (RS-232), power line communication, or plain old telephone service (POTS).

In addition to the WiFi module and the WiBro module, wireless communication modules include global system for mobile communication (GSM), code division multiple access (CDMA), wideband code division multiple access (WCDMA), and universal mobile telecommunications system (UMTS). ), time division multiple access (TDMA), long term evolution (LTE), and a wireless communication module supporting various wireless communication schemes such as 4G, 5G, and 6G.

The wireless communication module may include a wireless communication interface including an antenna and a transmitter for transmitting signals. In addition, the wireless communication module may further include a signal conversion module that modulates a digital control signal output from the processor 110 through a wireless communication interface into an analog type wireless signal under the control of the processor 110 .

The short-range communication module is for short-range communication, and includes Bluetooth®, Radio Frequency Identification (RFID), Infrared Data Association (IrDA), Ultra-Wideband (UWB), ZigBee, NFC ( Near Field Communication), Wi-Fi (Wireless-Fidelity), Wi-Fi Direct, and wireless USB (Wireless Universal Serial Bus) technologies may be used to support short-distance communication.

The storage unit 130 stores connection information about at least one customer center.

Specifically, the storage unit 130 stores phone numbers of customer centers that support connection agency in the customer center automatic connection service according to an embodiment of the present disclosure, and stores number input information for each service type of each customer center. .

The number input information means a number input sequence for connecting a call for each type of service provided by the customer center.

For example, if a customer request to apply for a vacuum cleaner AS is received at Customer Center 1, processes such as ① 3, ② 5, and ③ 0 are performed based on the stored number input information for Customer Center 1. can be derived

The storage unit 130 may store data supporting various functions of the device. The storage unit 130 may store a plurality of application programs (applications) running in the device, data for operation of the device, and commands. At least some of these application programs may exist for basic functions of the device. Meanwhile, the application program may be stored in the storage unit 130, installed in the device, and driven by the processor 110 to perform an operation (or function).

The storage unit 130 may store data supporting various functions of the device and programs for operation of the processor 110, and input/output data (eg, music files, still images, moving pictures, etc.) ) may be stored, and a plurality of application programs (application programs or applications) running in the device, data for operation of the device, and commands may be stored. At least some of these application programs may be downloaded from an external server through wireless communication.

The storage unit 130 may be a flash memory type, a hard disk type, a solid state disk type, a silicon disk drive type, or a multimedia card micro type. card micro type), card-type memory (for example, SD or XD storage unit 130, etc.), RAM (random access memory; RAM), SRAM (static random access memory), ROM (read-only memory; ROM) , electrically erasable programmable read-only memory (EEPROM), programmable read-only memory (PROM), a magnetic memory, a magnetic disk, and an optical disk. In addition, the storage unit 130 is separated from the present device, but may be a database connected by wire or wirelessly.

In addition, the storage unit 130 may include a plurality of processes for the customer center automatic connection service providing server 100 .

The communication unit 120 may communicate with the user terminal 200 and the customer center.

The communication unit 120 may include one or more modules that connect the customer center auto connection service providing server 100 to one or more networks.

The communication unit 120 may include one or more components enabling communication with an external device, and for example, at least one of a broadcast reception module, a wired communication module, a wireless communication module, a short-distance communication module, and a location information module. can include

The wired communication module includes a variety of wired communication modules such as a local area network (LAN) module, a wide area network (WAN) module, or a value added network (VAN) module, as well as a Universal Serial Bus (USB) module. Bus), high definition multimedia interface (HDMI), digital visual interface (DVI), recommended standard 232 (RS-232), power line communication, or plain old telephone service (POTS).

In addition to the WiFi module and the WiBro module, wireless communication modules include global system for mobile communication (GSM), code division multiple access (CDMA), wideband code division multiple access (WCDMA), and universal mobile telecommunications system (UMTS). ), time division multiple access (TDMA), long term evolution (LTE), and a wireless communication module supporting various wireless communication schemes such as 4G, 5G, and 6G.

The wireless communication module may include a wireless communication interface including an antenna and a transmitter for transmitting signals. In addition, the wireless communication module may further include a signal conversion module that modulates a digital control signal output from the processor 110 through a wireless communication interface into an analog type wireless signal under the control of the processor 110 .

The short-range communication module is for short-range communication, and includes Bluetooth®, Radio Frequency Identification (RFID), Infrared Data Association (IrDA), Ultra-Wideband (UWB), ZigBee, NFC ( Near Field Communication), Wi-Fi (Wireless-Fidelity), Wi-Fi Direct, and wireless USB (Wireless Universal Serial Bus) technologies may be used to support short-distance communication.

In an embodiment of the present disclosure, the customer center auto connection service providing server 100 may provide a service application and may provide a service through the service application.

In addition, the server 100 can also provide a web-based service, and when the number and request information of the user terminal 200 are entered through a web browser such as Explorer or Chrome, the customer center instead of the user according to the user's requested information. After connecting to , it is possible to provide a service so that the number of the terminal 200 left by the user and the customer center are connected.

In addition, since the server 100 can use the service through various methods such as text message and e-mail, the means for providing the service is not limited.

An operation flow of the processor 110 will be described with reference to FIG. 5 .

The server 100 receives connection request information for a specific customer center from a user through the communication unit 120 . (S100)

As described above, various methods can be applied to the method for the server 100 to receive connection request information about the customer center from the user.

In one embodiment, the server 100 receives a connection request for a specific customer center from the user terminal 200 .

Specifically, the server 100 receives user request information including the purpose of connecting to a customer center from the user terminal 200 .

The processor 110 may analyze the requested information, and based on the analysis result, determine the type of customer center that meets the user's request and a number input sequence for calling and inputting the customer center.

The reason for receiving the user request information is that the server 100 requests the user to input the purpose of connecting to the customer center using this service, and the processor 110 allows the user terminal 200 to select the customer center. After making a request, you can ask for the purpose of connecting to the customer center.

In some embodiments, the processor 110 may not request customer center selection, or the customer center selection may be omitted from the user terminal 200, and only the customer center connection purpose may be received from the user terminal 200, and the processor 110 may (110) may analyze the purpose of customer center connection, and derive customer center and customer center connection information based on the analysis result.

In an embodiment of the present disclosure, the server 100 may further include a scheduler module.

When the number input information of the customer center is changed, the processor 110 may compare the previously crawled data through the scheduler module to update the number input information and announcement of the customer center.

In one embodiment, the processor 110 controls the scheduler module to crawl at least one of the customer center's number input information and announcements at each preset time, compares with previous number input information and announcements, and checks for changes can do.

At this time, the previous number input information and guide comment may be stored in the storage unit 130 .

As an embodiment, the processor 110 may verify the order of number input based on voice comments received from the customer center while attempting to establish a call connection.

The processor 110 analyzes the received voice comment when it is determined that the number input order does not match as a result of the verification, derives a method for performing the call connection requested from the user terminal based on the analysis result, and derives In this way, a connection that meets the user's request can be attempted.

If the connection succeeds, the processor 110 may update the number input information stored in the storage unit 130 based on the derived method.

6 is a diagram illustrating a request for input of a number of a user terminal 200 to be connected after being automatically connected to a customer center.

Referring to FIG. 6 , the server 100 may request input of a number for connecting a phone call to a customer center before or after requesting user request information from the user terminal 200 .

The user may perform a number authentication process by inputting a phone number through the terminal 200 and inputting an authentication number received through the terminal 200 .

At this time, the user may request to use his or her own phone number authenticated in the membership registration process. In some embodiments, the user may also enter the phone number of the other person to whom he or she wishes to connect.

The processor 110 creates a line for connecting a call with a customer center instead of a user. (S200)

The processor 110 attempts a call connection with the customer center through the line. (S300)

When the call connection is successful, the processor 110 controls a relaying operation so that the connected call is converted to the phone number of the user terminal 200 . (S400)

In one embodiment, if the call connection is successful, the processor 110 provides a call connection notification to the user terminal 200, and provides notification information to receive the call because a call for conversion will be requested soon. .

In one embodiment, the processor 110 may provide notification information requesting reception of a call because a call for call connection switching will be requested soon before a preset time from the time when the call is expected to be connected.

At this time, the call conversion can be applied in the same way as calling the user's phone number to include the user terminal 200 in the call and end the call on the line while maintaining the connection of the line and the call-connected customer center, Since this method of currency conversion can be selected from among various publicly available methods, it is not limited to a specific method.

In an embodiment of the present disclosure, a line is for connecting a call to a customer center instead of a user terminal, and a method of generating a virtual phone number is applicable as an embodiment.

As an embodiment, the processor 110 may generate connection information for a user's customer center connection based on the user's request information and number input information for each customer center stored in the storage unit 130 .

As an embodiment, the connection information includes a phone number of a customer center to be connected and a number input sequence for a call connection that meets a user's request.

7 is a diagram illustrating that number input information of various customer centers is stored in a tree process and that connection information is generated by analyzing user request information.

Referring to FIG. 7 , the processor 110 generates connection information for user requested information based on the requested information received from the user terminal 200 .

The connection information includes a customer center phone number (or type of customer center) and a number input sequence for connecting to the corresponding customer center.

Then, the processor 110 attempts a call connection to a corresponding customer center for a call connection that meets the user's request based on the connection information generated in this way.

As an embodiment, the storage unit 130 may store a circuit generation algorithm for use in an embodiment of the present disclosure.

The processor 110 may create a line based on user request information, and specifically, based on the user's phone number, the phone number of the customer center to be connected, and the number input sequence for call connection that meets the user's request A line may be created, and the line created at this time may include a virtual phone number.

The line may be composed of three groups of number combinations including at least one number, and the three groups include the phone number of the customer center to be connected, the number input sequence, and the user's phone number.

For example, if the customer center phone number is 1544-0000, the customer center number input sequence that matches the user's connection request is 3, 4, 0, and the user's phone number is 010-1234-5678, the processor (110) can create a line called 1544-0000-340-01012345678.

The processor 110 may operate to call a customer center using the line created in this way and to be connected to a menu that meets the user's request.

In some embodiments, the processor 110 may encrypt and use the line instead of using it as it is, use a decryption algorithm to use the encrypted line, and prevent information from being leaked even if it is leaked to the outside.

In one embodiment, the processor 110 may store the user's service use record as minimized data by storing the time when the line was created on the line as described above in the storage unit 130 .

For example, if the above line is generated at 01:00:00 on December 12, 2022, the processor 110 may store information such as 202212120100-1544-0000-340-01012345678 in the storage unit 130. there is.

As an embodiment, the processor 110 may generate at least one of user guide information and user request information based on a voice comment received in a process of connecting a call to a specific customer center.

The processor 110 may generate user guide information and provide the information to the user terminal 200 when information to be notified to the user exists as a result of analyzing the voice ment.

The processor 110 may request the user terminal 200 to input the information when information to be requested from the user exists as a result of analyzing the voice ment.

Then, the processor 110 requests the user terminal 200 to input information, and when information corresponding to the user request information is received from the user terminal 200, the received information is transmitted to the customer center through voice input or number input. can be provided with

For example, when the customer center asks for the user's password, address, or date of birth in order to proceed with the next process, the server 100 may utilize these functions.

As an embodiment, the processor 110 analyzes the voice comment received from the customer center, and as a result of the analysis, if an automatic response to the voice comment is possible, the processor 110 may input a number for the automatic response or output a voice message. .

In some embodiments, the processor 110 may generate automatic response information based on user information stored in a user account, and may send the generated automatic response information to a customer center through a number input or voice input method. .

8 is a diagram illustrating providing call connection waiting time information of various customer centers through a service application.

Referring to FIG. 8 , the processor 110 calculates an expected waiting time for call connection of each customer center providing an automatic customer center connection service at each preset time, and a user terminal that accesses the calculated expected waiting time to the service. (200) can be provided.

In one embodiment, the processor 110, when information about the waiting time is included in the voice message received in the process of connecting the call to the customer center, the processor 110, based on the waiting time included in the voice comment, the corresponding customer center Waiting time information for call connection can be updated.

The customer center automatic connection service providing server 100 according to an embodiment of the present disclosure may provide users with real-time updated standby time information required to wait for a call connection for each customer center through such a function.

9 is a diagram illustrating a customer center connection menu derived according to user request information and information about expected waiting time.

Referring to FIG. 9 , the processor 110 may request input of detailed information for a call connection to a customer center based on the requested information received from the user terminal 200 .

Specifically, the processor 110 derives a number input sequence that meets the user's request based on the request information received from the user terminal 200, but determines that additional information is needed to derive the number input sequence. In this case, the user terminal 200 may be requested to input additional information.

As an embodiment, the processor 110 may request to select a connection method when connected to a customer center, and may output a communication API request button requesting a phone call as shown in FIG. 9 .

As an embodiment, the processor 110 may calculate an expected waiting time for connecting to a customer center that meets the user's request information based on the current time, and provide it to the user terminal 200 as shown in FIG. 9 .

As an embodiment, when another customer center corresponding to the user's requested information is derived, the processor 110 may ask the user whether a connection to the derived other customer center has been found.

10 is a diagram illustrating a message requesting a user to receive a call after a call is connected to a customer center.

Referring to FIG. 10 , the processor 110 controls a relaying operation so that the call connected through the line is converted to the phone number of the user terminal 200 when the call connection with a specific customer center that meets the user's requested information is successful. For this relaying operation, the user terminal 200 may have to accept the call conversion.

Accordingly, the processor 110 may provide information on a phone number through which a phone connection to the customer center can be made, and request the user terminal 200 to receive a call with the corresponding phone number.

11 is a diagram illustrating providing a customer center connection error message.

Referring to FIG. 11 , the processor 110 provides the user terminal 200 with information that connection to the customer center is impossible when a connection failure occurs to a specific customer center, and provides notification when the connection to the customer center is resumed. can provide.

In one embodiment, the processor 110 attempts to connect a call to a corresponding customer center every predetermined time, and when the call connection is resumed, the server 100 switches the connection state of the corresponding customer center to connectable, and the connection fails. Connection availability information may be provided to the user terminal 200 that has requested connection to the corresponding customer center during the time period.

12 is a diagram illustrating guiding customer center operating hours.

Referring to FIG. 12 , when connection request information is received from the user terminal 200 outside the operating hours of a specific customer center, the processor 110 transmits information about the operating hours of the corresponding customer center to the user terminal 200. can provide

In some embodiments, the server 100 may provide a call connection reservation service of a specific customer center.

In an embodiment of the present disclosure, when receiving call connection request information from the user terminal 200, the processor 110 may provide a preset list so that the user can select a desired item, and send connection request information from the user at least. You can also ask for input as a sentence consisting of one word.

As an embodiment, the processor 110 may receive connection request information as voice data.

In order to provide such a function, the server 100 may store a speech to text module and a speech recognition module in the storage 130 .

As an embodiment, the processor 110 may analyze connection request information input by the user's voice and store the user's voice pattern information in the storage unit 130 when there is user consent.

The processor 110 requests a voice input to the user terminal 200 whenever a service using the user terminal 200 or the user's phone number is requested, and the user's voice pattern information stored in the storage unit 130 and the first The service may be provided only when the matching rate is calculated to be satisfied, and when a second matching rate lower than the first matching rate is calculated, a security risk notification may be provided to the user.

By providing such a function, the server 100 can prevent a person unknown to the user from misusing his or her number.

The method according to an embodiment of the present disclosure described above may be implemented as a program (or application) to be executed in combination with a server, which is hardware, and stored in a medium.

The aforementioned program is C, C++, JAVA, machine language, etc. It may include a code coded in a computer language of. Such codes may include functional codes related to functions defining necessary functions for executing the methods, and include control codes related to execution procedures necessary for the processor of the computer to execute the functions according to a predetermined procedure. can do. In addition, these codes may further include memory reference related code for determining where (address address) of the computer's internal or external memory the additional information or media required for the computer's processor to execute the functions should be referenced. there is. In addition, when the processor of the computer needs to communicate with any other remote computer or server in order to execute the functions, the code uses the communication module of the computer to determine how to communicate with any other remote computer or server. It may further include communication-related codes for whether to communicate, what kind of information or media to transmit/receive during communication, and the like.

The storage medium is not a medium that stores data for a short moment, such as a register, cache, or memory, but a medium that stores data semi-permanently and is readable by a device. Specifically, examples of the storage medium include ROM, RAM, CD-ROM, magnetic tape, floppy disk, optical data storage device, etc., but are not limited thereto. That is, the program may be stored in various recording media on various servers accessible by the computer or various recording media on the user's computer. In addition, the medium may be distributed to computer systems connected through a network, and computer readable codes may be stored in a distributed manner.

Steps of a method or algorithm described in connection with an embodiment of the present disclosure may be implemented directly in hardware, implemented in a software module executed by hardware, or a combination thereof. A software module may include random access memory (RAM), read only memory (ROM), erasable programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM), flash memory, hard disk, removable disk, CD-ROM, or It may reside in any form of computer readable recording medium well known in the art to which this disclosure pertains.

In the above, the embodiments of the present disclosure have been described with reference to the accompanying drawings, but those skilled in the art to which the present disclosure pertains can be implemented in other specific forms without changing the technical spirit or essential features of the present disclosure. you will be able to understand Therefore, it should be understood that the embodiments described above are illustrative in all respects and not restrictive.

10: Customer center automatic connection service provision system
100: server providing automatic customer center connection service
110: processor
120: communication department
130: storage unit
200: terminal

Claims (10)

a communication unit that communicates with a user terminal;
a storage unit storing connection information for at least one customer center and number input information for call connection of each customer center; and
When call connection request information for a specific customer center is received from the user terminal, creating a line to connect a call with the specific customer center instead of the user terminal;
When the call connection with the specific customer center is successful through the created line, a processor for controlling a relay operation so that the call connected through the line is converted to the phone number of the user terminal,
the processor,
Based on the call connection request information and the number input information, a number input sequence that meets the user's request is derived;
In the process of attempting the call connection, the number input sequence is verified based on a voice message received from the specific customer center,
If it is determined that the number input order does not match, the received voice comment is analyzed,
Based on the analysis result, a method for performing a call connection requested from the user terminal is derived,
In the derived method, a connection that meets the user's request is attempted, and if the connection is successful, the number input information is updated based on the derived method.
Customer center auto connect service provider server.
delete delete According to claim 1,
the processor,
Characterized in that the line is generated based on the request information received from the user terminal,
Customer center auto connect service provider server.
According to claim 4,
The requested information includes the purpose of connecting to the customer center,
the processor,
Characterized in that the request information is analyzed, and based on the analysis result, the type of the specific customer center and a number input sequence for calling and inputting the specific customer center are determined.
Customer center auto connect service provider server.
According to claim 1,
the processor,
Based on a voice message received in the process of connecting a call to the specific customer center, user guide information or user request information is generated,
Characterized in that providing the generated user guide information or user request information to the user terminal,
Customer center auto connect service provider server.
According to claim 6,
the processor,
Analyzing the received voice comment;
Characterized in that, as a result of the analysis, when an automatic response to the voice comment is possible, a number for the automatic response is input or a voice message is output.
Customer center auto connect service provider server.
According to claim 1,
the processor,
Calculating an expected waiting time for call connection of each customer center providing the customer center automatic connection service at each preset time;
Providing the calculated expected waiting time to a user terminal accessing the service;
Characterized in that, when the received voice comment includes information about the waiting time, the waiting time for the call connection of the customer center is updated based on the waiting time included in the received voice comment.
Customer center auto connect service provider server.
As a method performed by the server,
Receiving call connection request information for a specific customer center from a user terminal;
generating a line to connect a call with the specific customer center instead of the user terminal;
attempting a call connection with the specific customer center through the created line; and
When the call connection is successful, controlling a relaying operation so that the call connected through the line is converted to the phone number of the user terminal,
The server,
Connection information for at least one customer center and number input information for call connection of each customer center are stored,
Based on the call connection request information and the number input information, a number input sequence that meets the user's request is derived;
In the process of attempting the call connection, the number input sequence is verified based on a voice message received from the specific customer center,
If it is determined that the number input order does not match, the received voice comment is analyzed,
Based on the analysis result, a method for performing a call connection requested from the user terminal is derived,
In the derived method, a connection that meets the user's request is attempted, and if the connection is successful, the number input information is updated based on the derived method.
How to provide customer center auto connect service.
A computer-readable recording medium in which a program for executing the method of claim 9 is stored in combination with a computer, which is hardware.

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