KR102662402B1 - Method and system for providing customized automatic response service - Google Patents

Abstract

The present invention relates to a method and system for providing an automatic response service consisting of a menu optimized for subscribers by analyzing subscriber information. A method of providing a subscriber-customized automatic response service in an automatic response service system that stores a plurality of ARS scenarios includes the steps of: acquiring identification information of a subscriber terminal that originates a call; Based on the obtained identification information of the subscriber terminal, confirming detailed information of the subscriber and confirming the type of call; Referring to scenario priority information, checking the priority applied to each detailed information and call type; Selecting an ARS scenario corresponding to detailed information or call type with the highest priority among the confirmed priorities; and transmitting a guidance message guiding menus included in the selected ARS scenario to the subscriber terminal.

Description

{Method and system for providing customized automatic response service}

The present invention relates to an automatic response service, and to a method and system for analyzing subscriber information and providing an automatic response service with a menu optimized for the subscriber.

The automatic response service stores various information in the form of voice in a storage device, and when the user accesses the system via phone, it informs the user of the ARS (Automatic Response Service) menu that can search the stored information, and provides information corresponding to this menu. This is a service that provides information to users through voice. The patent document below discloses an automatic response device and method.

However, the existing ARS menu consists of a plurality of fixed menus, and also has the problem of providing the same menu to all users. In other words, if the menu that the customer frequently uses or the menu that the customer wants is a subordinate menu, the customer must listen to a long menu guide and then select the desired menu, which wastes the customer's time and reduces the customer's risk. It acts as a problem that causes discomfort.

Korean Patent Publication No. 10-1999-0084575 (published on December 6, 1999)

The present invention was proposed to solve this problem, and its purpose is to provide a method and system for providing a subscriber-tailored automatic response service that minimizes the time spent listening to ARS guidance messages and improves convenience.

Other objects and advantages of the present invention can be understood from the following description and will be more clearly understood by practicing the present invention. Additionally, it will be readily apparent that the objects and advantages of the present invention can be realized by the means and combinations thereof indicated in the patent claims.

According to the first aspect of the present invention for achieving the above object, a method of providing a subscriber customized automatic response service in an automatic response service system storing a plurality of ARS scenarios includes obtaining identification information of the subscriber terminal that generated the call. step; Based on the obtained identification information of the subscriber terminal, confirming detailed information of the subscriber and confirming the type of call; Referring to scenario priority information, checking the priority applied to each detailed information and call type; Selecting an ARS scenario corresponding to detailed information or call type with the highest priority among the confirmed priorities; and transmitting a guidance message guiding menus included in the selected ARS scenario to the subscriber terminal.

The step of checking the type of the call includes: checking whether the call is a reserved call, a duplicate call, or a recently received call; Checking whether the subscriber terminal is in a suspended state, unpaid fee state, or recently activated state; Confirming whether the customer type of the subscriber terminal is a VIP customer, a corporate customer, or a group customer; and confirming the subscriber's age range.

The method includes checking a plurality of menu selection information for the ARS scenario; calculating a selection frequency for each menu based on the confirmed menu selection information; And it may further include analyzing the calculated menu selection frequency and selectively adjusting the ARS scenario.

The adjusting step includes adding up the selection frequencies of menus that fall within a preset ranking among menus configured in the ARS scenario; And it may include determining whether the summed selection frequency exceeds a preset threshold and, if it does not, proceeding with a procedure to change the ARS scenario.

The adjusting step includes adjusting the order of menus in the ARS scenario so that each menu is sorted in the ARS scenario in order of selection frequency if the summed selection frequency exceeds a preset threshold as a result of the determination. can do.

According to a second aspect of the present invention for achieving the above object, an automatic response service system that provides a subscriber-customized automatic response service includes: a storage unit that stores a plurality of ARS scenarios and stores scenario priority information; An information acquisition unit that acquires identification information of the subscriber terminal that originated the call, confirms detailed information of the subscriber based on the obtained identification information of the subscriber terminal, and confirms the type of the call; Refer to the scenario priority information to check the priority applied to each of the subscriber's detailed information and call type, and select an ARS scenario corresponding to the detailed information or call type with the highest priority among the confirmed priorities. Scenario selection department to select; and a call processing unit that transmits a message guiding menus included in the selected ARS scenario to the subscriber terminal.

The present invention comprehensively analyzes the subscriber's age, call type, maintenance status, non-payment status, etc., configures the subscriber's preferred ARS menu in the current situation and provides it to the subscriber, thereby improving satisfaction with the automatic response service. You can.

Additionally, the present invention has the advantage of reducing the frequency of calling a counselor by providing a subscriber-customized ARS service.

In addition, the present invention has the effect of improving the reliability of customer-customized automatic response services by verifying whether the scenario for the ARS menu is accurate based on statistical data and also verifying whether the sorting order of the ARS menu is reasonable. There is.

The following drawings attached to this specification illustrate preferred embodiments of the present invention, and serve to further understand the technical idea of the present invention along with specific details for carrying out the invention. Therefore, the present invention is described in such drawings. It should not be interpreted as limited to the specific details.
1 is a diagram showing an environment to which an automatic response service system is applied, according to an embodiment of the present invention.
Figure 2 is a diagram showing the configuration of an automatic response service system according to an embodiment of the present invention.
Figure 3 is a diagram illustrating scenario priority information.
Figure 4 is a flowchart illustrating a method of configuring a customer-customized ARS menu in an automatic response service system and transmitting an ARS voice message, according to an embodiment of the present invention.
Figure 5 is a flowchart illustrating a method of storing menu selection information in an automatic response service system, according to an embodiment of the present invention.
Figure 6 is a flowchart illustrating a method of adjusting an ARS scenario in an automatic response service system, according to an embodiment of the present invention.

The above-described purpose, features and advantages will become clearer through the following detailed description in conjunction with the accompanying drawings, and accordingly, those skilled in the art will be able to easily implement the technical idea of the present invention. There will be. Additionally, in describing the present invention, if it is determined that a detailed description of known technologies related to the present invention may unnecessarily obscure the gist of the present invention, the detailed description will be omitted. Hereinafter, a preferred embodiment according to the present invention will be described in detail with reference to the attached drawings.

Figure 1 is a diagram showing an environment in which an automatic response service system is applied, according to an embodiment of the present invention.

As shown in FIG. 1, the automatic response service system 200 according to an embodiment of the present invention communicates with the subscriber terminal 100 through the network 400 and creates a subscriber database 300 (hereinafter referred to as 'subscriber DB'). You can obtain subscriber information through (referred to as ). Here, the network 400 includes a mobile communication network and a wired communication network, and since it corresponds to the common technology of the present invention, detailed description will be omitted.

The subscriber terminal 100 is a communication terminal owned by a subscriber, and can be adopted without limitation as long as it is a communication device capable of making calls, such as a mobile communication terminal or a landline telephone. The subscriber terminal 100 generates an outgoing call to the ARS (Automatic Response Service) representative phone number, connects to the automatic response service system 200, and then sends a message guiding the subscriber to a customized menu through the automatic response service system 200. ) can be received from.

In addition, the subscriber terminal 100 selects a menu through a guidance message, transmits key information representing the selected menu (i.e., number information selected on the numeric keypad) to the automatic answering service system 200, and responds to the agent according to the selected menu. You can make a call or receive a voice message. The voice message may be a voice message indicating the provision of information, such as a voice message indicating payment amount, a voice message indicating subscription status, etc.

The subscriber DB 300 includes the subscriber's identification information (e.g., IMIS, login ID, etc.), phone number, date of birth, name, billing method, email, billing address, and customer type (e.g., VIP, corporate customer, general customer, etc.). , subscriber information including activation date, suspension status, fee payment history, fee non-payment information, etc. is stored separately for each subscriber.

The automatic response service system 200 is a system that provides an automatic response service to the subscriber terminal 100. The automatic response service system 200 does not provide a fixed ARS menu to the subscriber terminal 100, but checks the subscriber's information in the subscriber DB 300, analyzes the confirmed subscriber information, and sends an ARS call. An information message consisting of an ARS menu customized for the subscriber is transmitted to the subscriber terminal 100.

Figure 2 is a diagram showing the configuration of an automatic response service system according to an embodiment of the present invention.

As shown in FIG. 2, the automatic response service system 200 according to an embodiment of the present invention includes a call processing unit 210, an information acquisition unit 220, a scenario selection unit 230, and a storage unit 240. , a statistical processing unit 250 and a scenario adjustment unit 260, and these components may be implemented in hardware or software, or through a combination of hardware and software.

In addition, the automatic response service system 200 may include one or more processors and memory, and includes the call processing unit 210, information acquisition unit 220, scenario selection unit 230, statistics processing unit 250, and scenario. The adjuster 260 may be stored in the memory in the form of a program executed by the processor.

The storage unit 240 is a storage means such as a disk device and stores a plurality of ARS scenarios. The ARS scenario is comprised of different menus, and the menus comprised in one ARS scenario are ranked. The above menu is a menu that can be selected using the number keys on the subscriber terminal 100, and the menu order provided may be different for each ARS scenario.

For example, the first ARS scenario may consist of an unpaid fee information menu, a counselor connection menu, a suspension cancellation information menu, a fee payment information menu, and an overall menu. In this case, the voice guidance message is sent to the subscriber's terminal in the form of "Press 1 to check unpaid bills, press 2 for consultation connection, press 3 for suspension cancellation information, press 4 for payment method, and press 5 for full menu." It can be sent to (100). As another example, the 2ARS scenario may be composed of a breakdown report menu, a service evaluation menu, a self-repair service menu, a counselor connection menu, and an overall menu. In this case, the voice guidance message is in the form of "Press 1 to report a breakdown, press 2 for service quality evaluation, press 3 for self-repair service information, press 4 to connect to a counselor, and press 5 for the full menu." It may be transmitted to the terminal 100. That is, the menus and orders included in the ARS scenario are different for each ARS scenario. Additionally, the storage unit 240 stores the default ARS scenario (i.e., initial ARS scenario). The default ARS scenario is not an ARS scenario tailored to customers, but an ARS scenario created for all customers. For example, the default ARS scenario may be comprised of the following order: subscription application menu, failure reception menu, fee inquiry menu, Internet installation change menu, cancellation menu, and counselor connection menu.

The ARS scenario can be created, changed, or deleted by the administrator.

Additionally, different ARS scenarios depending on age group may be stored in the storage unit 240, and different ARS scenarios depending on customer type may be stored in the storage unit 240. Additionally, different scenarios may be stored in the storage unit 240 depending on the call type. In addition, different scenarios may be stored in the storage unit 240 depending on the suspended state and non-payment state. To elaborate, a plurality of ARS scenarios are created according to customer type, call type, suspension, or non-payment and stored in the storage unit 240.

Additionally, the storage unit 240 stores ARS call details for each subscriber and service processing details processed through ARS. The storage unit 240 may store the reservation call of a subscriber who has reserved a call with a counselor. In addition, the storage unit 240 accumulates and stores menu selection information for each ARS scenario. The menu selection information is information about the menu selected by the subscriber among the menus configured in the ARS scenario. In addition, the storage unit 240 can store voice comments (i.e., voice data) guiding each menu separately by menu.

Additionally, the storage unit 240 stores scenario priority information that is referenced when selecting a scenario. The scenario priority information can be set by an administrator.

Figure 3 is a diagram illustrating scenario priority information. Referring to Figure 3, the priority is determined according to the subscriber's detailed information and call type. In Figure 3, reservation calls have the highest priority, and age groups have the lowest priority. In Figure 3, information from 1st to 6th priorities may not apply to some subscribers. Meanwhile, if the customer type is a general customer rather than a corporate customer, group customer, or VIP customer, it does not fall into the 7th rank. Subscribers who do not even fall into the 7th rank fall into the last 8th rank, and a detailed ARS scenario is applied to the subscriber depending on the subscriber's age.

Additionally, referring to FIG. 3, from 1st to 6th priority, one ARS scenario may be stored in the storage unit 240 representing the corresponding ranking. For example, in an ARS scenario related to a reservation call corresponding to the first priority, the counselor connection menu may be configured as the first menu, and the reservation call cancellation may be configured as the second menu. As another example, in an ARS scenario related to a second-priority reservation, failure reporting may be configured as the first menu and service evaluation may be configured as the second menu. Meanwhile, in the ARS scenario related to the suspension state corresponding to the 4th priority, the menu related to lifting suspension may be configured as the first menu, and the menu related to service termination may be configured as the second menu.

Meanwhile, a plurality of scenarios according to the 7th priority in FIG. 3 may be classified by customer type and stored in the storage unit 240. For example, ARS scenarios applied to VIP customers, ARS scenarios applied to group customers, and ARS scenarios applied to corporate customers are stored in the storage unit 240. In addition, a plurality of scenarios divided into age groups, that is, under 10s, 20s, 30s, 40s, 50s, and 60s or above, are stored in the storage unit 240.

The call processing unit 210 receives a call from the subscriber terminal 100 and transmits a voice guidance message guiding menus to the subscriber terminal 100. The call processing unit 210 confirms the ARS scenario selected by the scenario selection unit 230, checks the menus configured in this ARS scenario, and transmits a voice message guiding this menu to the subscriber terminal 100.

When a call comes in, the information acquisition unit 220 performs a function of acquiring information about the subscriber terminal 100 from the subscriber DB 300. Specifically, the information acquisition unit 220 checks the subscriber DB 300 for the age group and customer type matching the identification information of the subscriber terminal 100, and confirms the age group and customer type of the subscriber who generated the ARS call. .

Additionally, the information acquisition unit 220 checks the storage unit 240 for a call type that matches the identification information of the subscriber terminal 100. The call types can be divided into reserved calls, duplicate calls, recently received calls, and general calls. Here, the reserved call refers to information on a call requesting a reservation with a counselor, and the phone number of the subscriber terminal 100 is stored in the storage unit 240 as information related to the reserved call. To elaborate, the information acquisition unit 220 checks whether the subscriber has requested a telephone reservation with a counselor in the storage unit 240 and determines whether the incoming call is related to the reservation call.

Additionally, a duplicate call refers to a call generated by the same subscriber repeatedly requesting the same service during a preset period (eg, during the last one week). If another call is received from the subscriber's terminal 100 while the subscriber has repeatedly requested the same service during a preset period (e.g., during the last one week), the information acquisition unit 220 The call of the subscriber terminal 100 may be determined to be a duplicate call. For example, the subscriber terminal 100 accesses the automatic response service system 200, and in the past week, two or more calls requesting Internet A/S have been made, and the resulting service processing details are stored in the storage unit 240. In a state already stored in , when a call comes in from the subscriber terminal 100, the information acquisition unit 220 can determine that the call is a duplicate call.

Additionally, the most recent incoming call refers to a call that was generated by the same subscriber terminal 100 two or more times during a preset period (eg, the most recent day). The information acquisition unit 220 stores the service processing details related to the call of the subscriber terminal 100 in the storage unit 240 for a preset period (e.g., during the last one day), and ), the call can be determined to be a recently incoming call.

Meanwhile, general calls are calls other than reserved calls, duplicate calls, and recently received calls.

Additionally, the information acquisition unit 220 checks the subscriber DB 300 for information on activation and non-payment of fees for the subscriber terminal 100.

The scenario selection unit 230 performs a function of selecting an ARS scenario among a plurality of ARS scenarios stored in the storage unit 240 as a subscriber-customized scenario based on the information acquired by the information acquisition unit 220. Specifically, the scenario selection unit 230 selects an ARS scenario by referring to the scenario priority information in the storage unit 240 and the subscriber information acquired by the information acquisition unit 220.

The statistics processing unit 250 checks the menu selected by the subscriber terminal 100 in the ARS scenario and stores this menu selection information in the storage unit 240. That is, when the call processing unit 210 transmits a menu guide message according to the ARS scenario to the subscriber terminal 100, the statistics processing unit 250 monitors the ARS menu selection information in the subscriber terminal 100 and ) and the selected ARS scenario are mapped together and stored in the storage unit 240.

When the statistical calculation time arrives, the statistics processing unit 250 extracts menu selection information for each ARS scenario stored in the storage unit 240. Next, the statistics processing unit 250 calculates the selection frequency for each menu of the ARS scenario for each ARS scenario, based on the menu selection information. Here, the menu selection frequency is a quantification (eg, percentage) of the frequency of the ARS menu selected by the user in the ARS scenario.

The scenario adjustment unit 260 determines whether to adjust the ARS scenario based on the frequency of selecting the ARS menu included in the ARS scenario. Specifically, the scenario adjustment unit 260 checks the menus that are in a certain order (i.e., the 3rd menu) among the menus sorted in the ARS scenario, and adds up the selection frequencies of the confirmed menus (i.e., the menus that are in the certain order). Afterwards, if the combined selection frequency does not exceed a preset threshold (eg, 70%), it is determined that a plurality of menus included in the ARS scenario are incorrectly configured. At this time, the scenario adjustment unit 260 may request the administrator to change the ARS menu scenario, and may also replace the ARS menu scenario with a default scenario (i.e., an initially set scenario).

Meanwhile, if the summed selection frequency exceeds the threshold, the scenario adjustment unit 260 determines that the menu configuration included in the ARS scenario is appropriate and then determines whether the ARS menu is configured in the ARS scenario in order of selection frequency. Determine whether If the menus are not configured in the ARS scenario in the order of selection frequency, the scenario adjustment unit 260 adjusts the order of the menus included in the ARS scenario so that the menus are adjusted in the order of selection frequency.

Figure 4 is a flowchart illustrating a method of configuring a customer-customized ARS menu in an automatic response service system and transmitting an ARS voice message, according to an embodiment of the present invention.

Referring to FIG. 4, the call processing unit 210 receives a call from the subscriber terminal 100 (S401). Next, the call processing unit 210 notifies the scenario selection unit 230 and the information acquisition unit 220 of the call reception. Then, the information acquisition unit 220 obtains the identification information of the subscriber terminal 100 (S403). At this time, the information acquisition unit 220 may use the phone number of the subscriber terminal 100 as the identification information, or may use the International Mobile Subscriber Identity (IMSI) of the subscriber terminal 100 as the identification information.

Next, the information acquisition unit 220 checks the subscriber DB 300 for the age group and customer type matching the identification information of the subscriber terminal 100, and confirms the age group and customer type of the subscriber who generated the call. (S405). The age groups can be divided into teenagers or younger, 20s, 30s, 40s, 50s, or 60s or older. Additionally, customer types can be divided into VIPs, corporate customers, group customers, general customers, etc.

Next, the information acquisition unit 220 checks the service processing details matching the identification information of the subscriber terminal 100 in the storage unit 240 and determines the type of call received from the subscriber terminal 100 ( S407). The call type can be classified into one of reserved calls, duplicate calls, recently received calls, and general calls.

The information acquisition unit 220 can determine that the call is a reserved call if telephone reservation request information (i.e., reserved call information) including the identification information of the subscriber terminal 100 is stored in the storage unit 240. there is. Additionally, as a result of checking the service processing details, the information acquisition unit 220 determines that the subscriber has repeatedly requested the same service during a preset period (e.g., during the past one week), and the subscriber terminal 100 When the call is received from , the call of the subscriber terminal 100 may be determined to be a duplicate call. Additionally, the information acquisition unit 220 checks the service processing details in the storage unit 240 to determine whether the call received from the subscriber terminal 100 is the latest incoming call received continuously during a preset period. .

Next, the information acquisition unit 220 checks in the subscriber DB 300 whether the subscriber terminal 100 is open, unpaid, or suspended (S409). That is, the information acquisition unit 220 checks the subscriber DB 300 for activation information matching the subscriber's identification information, and based on this activation information, determines whether the subscriber terminal 100 is currently in a stopped state, and determines whether the subscriber terminal 100 is currently in a stopped state. Check whether the terminal has been activated (e.g., within 3 days). Additionally, the information acquisition unit 220 checks in the subscriber DB 300 whether there is an unpaid fee for the subscriber terminal 100.

When the information acquisition unit 220 acquires various information about the subscriber terminal 100, the scenario selection unit 230 selects a customized ARS scenario for the subscriber terminal 100 from among a plurality of scenarios.

Specifically, the scenario selection unit 230 checks the scenario priority information applied to each information obtained from the information acquisition unit 220 from the scenario priority information in the storage unit 240, and selects the highest priority among the priorities thus confirmed. An ARS scenario with a ranking is selected (S411). That is, the scenario selection unit 230 refers to the scenario priority information in the storage unit 240 and each information acquired by the information acquisition unit 220, and selects one of the plurality of ARS scenarios stored in the storage unit 240. Select an ARS scenario.

For example, the call type obtained from the information acquisition unit 220 is a general call, the customer type is a general customer, the subscriber terminal 100 has not recently been opened, the subscriber terminal 100 has no unpaid charges, and the subscriber terminal 100 has no unpaid charges. If the age group of is in the 20s and the scenario priority information is as shown in FIG. 3, the scenario selection unit 230 selects an ARS scenario applicable to the subscriber's age group (i.e., in the 20s) from among the 8th priority ARS scenarios for each age group. can do. As another example, the call type acquired by the information acquisition unit 220 is a recent incoming call, the subscriber terminal 100 has not recently been opened, the subscriber terminal 100 has no unpaid charges, and the customer type is a general customer. If the subscriber's age is in his 40s and the scenario priority information is the same as in FIG. 3, the scenario selection unit 230 may select an ARS scenario related to a recent incoming call corresponding to the 3rd priority.

When an ARS scenario is selected in the scenario selection unit 230, the call processing unit 210 extracts guidance comments (i.e., voice data) corresponding to the selected ARS scenario from the storage unit 240, and stores the extracted guidance comments in the subscriber terminal. Sent to (100) (S413). The guidance message is a voice guide to the service menu included in the ARS scenario, and the subscriber terminal 100 can select one of a plurality of menus through numeric key input.

Figure 5 is a flowchart illustrating a method of storing menu selection information in an automatic response service system, according to an embodiment of the present invention.

Referring to FIG. 5, when the scenario selection unit 230 transmits an information message according to the ARS scenario to the subscriber terminal 100, the call processing unit 210 monitors the ARS menu selection information in the subscriber terminal 100 ( S501).

When the selected menu information (i.e., menu selection information) is received from the subscriber terminal 100 (S503), the call processing unit 210 creates a submenu or an information guide sound (e.g., a remaining data amount guide sound, A billing fee information sound, etc.) is transmitted or a counselor connection is performed (S505). Then, the statistics processing unit 250 maps the menu selection information and the selected ARS scenario together in the subscriber terminal 100 and stores them in the storage unit 240 (S507).

According to the procedure according to FIG. 5, menu selection information for each ARS scenario is accumulated and stored in the storage unit 240.

Figure 6 is a flowchart illustrating a method of adjusting an ARS scenario in an automatic response service system, according to an embodiment of the present invention.

Referring to FIG. 6, when the statistical conversion time arrives, the statistics processing unit 250 of the automatic response service system 200 extracts menu selection information for each ARS scenario stored in the storage unit 240. Next, the statistics processing unit 250 calculates the selection frequency for each menu for each ARS scenario based on the menu selection information (S601). Here, the menu selection frequency is a quantification (e.g., percentage) of the number of times users select among menus configured in the ARS scenario.

When the statistics processing unit 250 calculates the menu selection frequency for a specific ARS scenario, the scenario adjustment unit 260 checks the menus in a certain order (i.e., the 3rd menu) among the menus being configured in the ARS scenario, and confirms this. The menu selection frequencies are summed (S603). For example, in the ARS scenario, if the selection frequency of the first menu is 40%, the selection frequency of the second menu is 25%, and the selection frequency of the third menu is 15%, the statistics processing unit 250 selects the first menu The selection frequency, selection frequency of the second menu, and selection frequency of the third menu can be added to 80%.

Next, the scenario adjustment unit 260 determines whether the combined selection frequency exceeds a preset threshold (e.g., 70%) (S605), and if it does not exceed, a plurality of menus included in the ARS scenario are It is judged to be incorrectly structured. If the summed selection frequency is less than or equal to the threshold, the scenario adjustment unit 260 proceeds with a procedure to change the ARS menu scenario (S607). At this time, the scenario adjustment unit 260 may request the administrator to change the ARS menu scenario, or may replace the ARS menu scenario with a default scenario (i.e., an initially set scenario).

Meanwhile, if the summed selection frequency exceeds the threshold, the scenario adjustment unit 260 determines that the menu configuration included in the ARS scenario is appropriate, and then each ARS menu is sorted in the ARS scenario in order of selection frequency. Determine whether it exists (S609). If each menu is sorted in the ARS scenario in order of selection frequency, the scenario adjustment unit 260 determines that the menu configuration of the ARS scenario is optimized. On the other hand, if each menu is not sorted in order of selection frequency in the ARS scenario, the scenario adjustment unit 260 adjusts the order of menus included in the ARS scenario so that the menus are sorted in order of selection frequency (S611).

As described above, the automatic answering service system 200 according to the present invention comprehensively analyzes the subscriber's age, the subscriber's duplicate calls, reserved calls, whether or not a recent incoming call has occurred, the status of maintaining the service, and the status of non-payment of fees, etc. Satisfaction with the automatic response service can be improved by providing the subscriber with a message guiding the subscriber's preferred ARS menu in the situation. In addition, the automatic response service system 200 according to the present invention verifies whether the scenario for the ARS menu is accurate based on statistical data, and also verifies whether the sorting order of the ARS menu is appropriate, thereby providing a customized automatic response service. reliability can be improved.

While this specification includes many features, such features should not be construed as limiting the scope of the invention or the scope of the claims. Additionally, features described in individual embodiments herein may be combined and implemented in a single embodiment. Conversely, various features described in a single embodiment herein may be implemented individually or in combination as appropriate in various embodiments.

Although operations in the drawings are illustrated in a particular order, it should not be understood that such operations are performed in a particular order as shown, or in a series of sequences, or that all described operations are performed to achieve a desired result. . Multitasking and parallel processing can be advantageous in certain environments. In addition, it should be understood that the division of various system components in the above-described embodiments does not require such division in all embodiments. The program components and systems described above may generally be implemented as a package in a single software product or multiple software products.

The method of the present invention as described above can be implemented as a program and stored in a computer-readable form on a recording medium (CD-ROM, RAM, ROM, floppy disk, hard disk, magneto-optical disk, etc.). Since this process can be easily performed by a person skilled in the art to which the present invention pertains, it will not be described in further detail.

The present invention described above is capable of various substitutions, modifications and changes without departing from the technical spirit of the present invention to those of ordinary skill in the technical field to which the present invention pertains. It is not limited by the drawings.

100: Subscriber terminal 200: Automatic response service system
300: Subscriber DB 400: Network
210: call processing unit 220: information acquisition unit
230: scenario selection unit 240: storage unit
250: Statistics processing unit 260: Scenario adjustment unit

Claims (10)

A method of providing a subscriber customized automatic response service in an automatic response service system that stores a plurality of ARS scenarios, comprising:
Obtaining identification information of the subscriber terminal that originated the call;
Based on the obtained identification information of the subscriber terminal, confirming detailed information of the subscriber and confirming the type of call;
Referring to scenario priority information, confirming the priorities applied to each detailed information and call type;
Selecting an ARS scenario corresponding to the detailed information or call type with the highest priority among the detailed information and call type;
Transmitting a message guiding menus included in the selected ARS scenario to the subscriber terminal;
Confirming a plurality of menu selection information for the ARS scenario;
calculating a selection frequency for each menu based on the confirmed menu selection information; and
Comprising: analyzing the calculated menu selection frequency and selectively adjusting the ARS scenario,
The adjustment step is,
Adding up the selection frequencies of menus that fall within a preset ranking among the menus configured in the ARS scenario; and
A method for providing an automatic response service comprising: determining whether the summed selection frequency exceeds a preset threshold and, if it does not, proceeding with a procedure to change the ARS scenario. According to paragraph 1,
The step of checking the type of the call is,
Checking whether the call is a reserved call, a duplicate call, or a recently received call;
Checking whether the subscriber terminal is in a suspended state, unpaid fee state, or recently activated state;
Confirming whether the customer type of the subscriber terminal is a VIP customer, a corporate customer, or a group customer; and
A method of providing an automatic response service comprising: confirming the age range of a subscriber. delete delete According to paragraph 1,
The adjustment step is,
As a result of the determination, if the summed selection frequency exceeds a preset threshold, adjusting the menu order of the ARS scenario so that each menu is sorted in the ARS scenario in order of selection frequency; Providing an automatic response service comprising a. method. In an automatic response service system that provides a subscriber customized automatic response service,
a storage unit that stores a plurality of ARS scenarios, stores scenario priority information, and stores a plurality of menu selection information for ARS scenarios;
An information acquisition unit that acquires identification information of the subscriber terminal that originated the call, confirms detailed information of the subscriber based on the obtained identification information of the subscriber terminal, and confirms the type of the call;
Refer to the scenario priority information to check the priorities applied to the subscriber's detailed information and call type, and ARS corresponding to the detailed information or call type with the highest priority among the detailed information and call type. A scenario selection department that selects scenarios;
a call processing unit that transmits a message guiding menus included in the selected ARS scenario to the subscriber terminal;
a statistics processor that calculates a selection frequency for each menu based on a plurality of menu selection information for the ARS scenario; and
A scenario adjustment unit that analyzes the menu selection frequency calculated by the statistics processing unit and selectively adjusts the ARS scenario,
The scenario adjustment department,
A procedure for summing the selection frequencies of menus within a preset ranking among the menus configured in the ARS scenario, determining whether the summed selection frequency exceeds a preset threshold, and changing the ARS scenario if it does not exceed. An automatic response service system characterized in that it proceeds. According to clause 6,
The information acquisition department,
Check whether the call is a reserved call, a duplicate call, or a recently received call, check whether the subscriber terminal is in a suspended state, unpaid fee, or recently opened, and whether the customer type of the subscriber terminal is VIP customer, corporate customer, or An automatic response service system that checks whether the customer is a group customer and confirms the subscriber's age range. delete delete According to clause 6,
The scenario adjustment department,
As a result of the determination, if the summed selection frequency exceeds a preset threshold, the automatic response service system is characterized in that it adjusts the menu order of the ARS scenario so that each menu is sorted in the ARS scenario in the order of the selection frequency. .

Images