KR102665314B1 - Black consumer management system - Google Patents

Abstract

A malicious customer management system is launched. This system is a member management department that registers as a member by uploading a business registration certificate for online membership registration from each business registered as an individual or corporate business, and reports of malicious customers containing customer information and information on the customer's bad behavior from members. Once received, the potential malicious customer management department registers them in the potential malicious customer database and privately manages them as potential malicious customers, and identifies the number of registrations for each potential malicious customer registered in the potential malicious customer database. If the identified number of registrations exceeds a predetermined number, the number of potential malicious customers is identified. It includes a malicious customer management department that converts malicious customers into malicious customers, registers them in the malicious customer database, and manages them publicly so that members can view them online.

Description

Malicious customer management system {Black consumer management system}

The present invention relates to technology for identifying and managing malicious customers.

As online and offline business in various service fields becomes more active, malicious customers are also increasing. In addition, with the development of social media and mobile apps, social problems such as star rating terrorism and review abuse are occurring in online businesses combined with these. In other words, the damage to small business owners is severe due to the actions of some consumers who maliciously use the star rating/review system. Accordingly, small business owners desperately need a solution that allows them to identify whether a customer is a malicious customer.

Domestic Patent Publication No. 10-1560564 (announced on October 16, 2015)

The purpose of the present invention is to identify and manage malicious customers through collaboration with business operators, and to enable business operators to check the management information to identify in advance or after the fact whether a customer is a malicious customer and to respond accordingly. .

The malicious customer management system according to one aspect is a member management department that uploads business registration certificates for online membership registration from each business registered as an individual business or corporate business and registers them as members, and collects customer information from members and the customer's bad behavior information. When a report of an included malicious customer is received, it is registered in the potential malicious customer database and the potential malicious customer management department privately manages the customer as a potential malicious customer. The number of registrations for each potential malicious customer registered in the potential malicious customer database is identified, and the identified number of registrations is determined. If the number exceeds a predetermined number of times, it may include a malicious customer management department that converts the potentially malicious customer into a malicious customer, registers it in a malicious customer database, and manages it publicly so that members can view it online.

The potential malicious customer management department analyzes bad behavior information and determines whether the customer is a potentially malicious customer. If it is determined to be a potentially malicious customer, it can be registered in the potential malicious customer database.

The present invention creates an environment in which operators can focus on business by reducing time, mental and material costs, and has the effect of suppressing malicious behavior by alerting malicious customers. Specifically, the present invention not only enables more accurate management of malicious customers by collecting information on bad customers directly from business operators and creating and managing a list of malicious customers based on this, but also enables business operators to identify customers who order as malicious customers. It creates the effect of being able to determine in advance whether or not the order is recognized and take appropriate responses, such as rejecting the order.

1 is a block diagram of a malicious customer management system according to an embodiment.
Figure 2 is a flowchart of a method for managing malicious customers according to an embodiment.
Figure 3 is a specific flowchart of S200 according to one embodiment.
Figure 4 is a specific flowchart of S200 according to another embodiment.
Figure 5 is a specific flowchart of S400 according to one embodiment.
Figure 6 is a block diagram illustrating the configuration of a computing device for a server.

The foregoing and additional aspects of the present invention will become more apparent through preferred embodiments described with reference to the accompanying drawings. Hereinafter, the present invention will be described in detail through these embodiments so that those skilled in the art can easily understand and reproduce it.

1 is a block diagram of a malicious customer management system according to an embodiment. The business device 100 is a computing device capable of communication used by an individual or corporate business, and may be a desktop computer or laptop, as well as a mobile terminal such as a tablet or smartphone. A business operator can use the business device 100 to access the malicious customer management server 200 online, register as a member, and use the malicious customer management service provided by the malicious customer management server 200. The malicious customer management server 200 is a server system that includes one or more server computing devices and may be a virtual private server. And the malicious customer management system according to the present invention may refer only to the malicious customer management server 200 among the components shown in FIG. 1.

The malicious customer management server 200 includes a member management unit 210, a potentially malicious customer management unit 230, and a malicious customer management unit 250. These are all functional components that can be implemented in software, and are executed by one or more processors to provide malicious customer management services to operators through an app running on the web or the operator device 100. The member management department 210 processes membership registration online only for individual business owners or corporate businesses, and registers and manages member information in the member database 220. In one embodiment, the member management unit 210 registers a business as a member on the condition that a business registration certificate image is uploaded from the business device 100. At this time, the member management unit 210 can register the business as a member after verifying the authenticity of the uploaded business registration certificate.

Once membership registration is completed, the business operator (member) can report the malicious customer to the malicious customer management server 200 using the business device 100. At this time, in order to report a malicious customer, information about the customer and bad behavior information must be provided. In one embodiment, the customer information includes at least some of the following: customer ID, customer phone number, and customer's residential area. When a customer places a delivery order for food, etc. using a phone order or delivery app, the business operator can check the customer information, so the business operator can provide the customer information to the malicious customer management server 200 for malicious customers. Additionally, the bad behavior information includes one or more data that can prove the bad behavior of the customer. Data formats include text, images, recording files, CCTV footage, etc., and are not particularly limited.

The business operator device 100 uploads customer information and bad behavior information to the malicious customer management server 200 and reports that the customer is a malicious customer. Accordingly, the potentially malicious customer management unit 230 receives customer information and bad behavior information from the business device 100. Upon receiving, a malicious customer report is received, and the received customer information and bad behavior information are registered in the potential malicious customer database 240. At this time, if customer information is already registered in the potential malicious customer database 240 according to a previous malicious customer report, only bad behavior information can be additionally registered. Additionally, information (for example, member ID) of the member who made the report can also be mapped and registered in the malicious customer database 240.

In one embodiment, the potentially malicious customer management unit 230 registers customer information and bad behavior information in the potentially malicious customer database 240 without a separate verification process. In another embodiment, the potentially malicious customer management unit 230 verifies the bad behavior information and stores the customer information and bad behavior information in the potential malicious customer database 240 only when it is determined that the customer has committed a bad behavior. Register.

The malicious customer management unit 250 determines the number of times each potentially malicious customer registered in the potentially malicious customer database 240 is registered in the potentially malicious customer database 240 . If the number of registrations is more than a predetermined number, the malicious customer management unit 250 converts the potentially malicious customer into a malicious customer and manages it. In other words, the malicious customer management unit 250 manages the information on the potentially malicious customer registered in the potentially malicious customer database 240 by transferring it to the malicious customer database 260. The predetermined number of times may be 5 or 10, and this is to ensure that if the same customer is reported as a malicious customer multiple times, it is judged to be a truly malicious customer and managed.

Meanwhile, the potentially malicious customer management department 230 can manage the potentially malicious customer database 240 privately so that members cannot view it online, and the malicious customer management department 250 can publicly manage the malicious customer database 260. This allows members to make online inquiries. In the case of the potentially malicious customer database 240, it is still unclear whether the customer is a malicious customer or not, so it is managed privately to protect customers, and in the case of the malicious customer database 260, it is managed publicly to protect members from malicious customers. Accordingly, members can check the malicious customer database 260 at any time to identify and respond to malicious customers in advance.

Figure 2 is a flowchart of a method for managing malicious customers according to an embodiment. The potential malicious customer management unit 230 receives customer information and bad behavior information from the business device 100 and receives a malicious customer report (S100), and verifies the received bad behavior information to determine whether the customer is a potential malicious customer (S100). S200). If S200 determines that the customer is a potentially malicious customer, the potentially malicious customer management unit 230 registers the customer information and bad behavior information received from S100 in the potentially malicious customer database 240, which is privately managed so that members cannot view it. (S300). At this time, if the customer is already registered in the potentially malicious customer database 240, only the bad behavior information is mapped to the corresponding customer information and additionally registered in the potentially malicious customer database 240. The malicious customer management unit 250 identifies malicious customers among potential malicious customers registered in the potential malicious customer database 240 (S400). S400 can be done periodically. When a malicious customer is identified through S400, the information about the potentially malicious customer registered in the potential malicious customer database 240 is transferred and registered in the publicly managed malicious customer database 260 so that it can be searched by members (S500) . In other words, potential malicious customers are converted into malicious customers and managed.

Meanwhile, if S200 determines that the customer is not a potentially malicious customer, the potential malicious customer management unit 230 considers that the business operator who reported the customer as a malicious customer has reported a defect and adds the number of defect reports by that business operator (S600). And when the added number of defective reports reaches a preset number (for example, 5 times), the potential malicious customer management department 230 revokes the membership of the business operator (S700). The reason for doing this is to believe that malicious businesses can exist just as there are malicious customers, and to prevent damage that may occur to customers and other businesses due to malicious businesses.

Figure 3 is a specific flowchart of S200 according to one embodiment. The potentially malicious customer management unit 230 checks bad behavior information, and if the bad behavior information includes voice data (recorded files), it converts the voice data into text using TSS (text to speech) technique. (S210)(S220). Next, the potentially malicious customer management unit 230 checks whether the text obtained through S220 includes any of the predetermined bad words (S230). As a result of the check, if a bad word is included, the customer is judged to be a potentially malicious customer and S300 is performed. If the bad word is not included, S600 is performed. At this time, moving to S600 is when the bad behavior information includes only audio data. If data other than audio data is also included in the bad behavior information, the movement to S300 or S600 can be done after verification of the data. .

Figure 4 is a specific flowchart of S200 according to another embodiment. The potential malicious customer management department 230 checks bad behavior information, and if the bad behavior information includes image data, recognizes and extracts text from the image using OCR (optical character recognition) technique (S250) (S260) ). Next, the potentially malicious customer management unit 230 checks whether the text obtained through S220 includes any of the predetermined bad words (S270). As a result of the check, if a bad word is included, the customer is judged to be a potentially malicious customer and S300 is performed. If the bad word is not included, S600 is performed. At this time, moving to S600 is when only image data is included in the bad behavior information. If data other than images are also included in the bad behavior information, moving to S300 or S600 can be done after verification of the data.

Figure 5 is a specific flowchart of S400 according to one embodiment. The malicious customer management unit 250 determines the number of times each potentially malicious customer is registered in the potential malicious customer database 240 (S410). That is, in S410, the malicious customer management unit 250 determines the number of times new bad behavior information has been registered. S410 may be performed periodically. Next, the malicious customer management unit 250 checks whether the number identified in S410 is more than a predetermined number, and if the check result is more than a predetermined number, performs S500 (S420). In other words, only customers who have repeatedly committed bad behavior several times or more are designated and managed as truly malicious customers, in order to prevent any possible damage to non-malicious customers.

On the other hand, if the number of times identified in S410 is multiple times (e.g., 2 times) and less than a predetermined number (e.g., 5 times), the malicious customer management department 250 determines that the potentially malicious customer may be contacted by different business operators. Images belonging to different reported bad behavior information can be compared and analyzed to determine whether they are the same image. In other words, it is determined whether the image belonging to the bad behavior information reported by one business operator about a potentially malicious customer is the same as the image belonging to the bad behavior information reported by another business operator about the potentially malicious customer. If the determination results confirm that they are identical, the malicious customer management unit 250 performs S500. Otherwise, the current management state is maintained (S440) (S450). In other words, customers who complain to two or more business operators with one image (for example, an image taken of delivery food, etc.) are considered to be intentional and malicious actions, and are immediately designated and managed as malicious customers.

Figure 6 is a block diagram of a computing device for a server according to one embodiment. The malicious customer management method described above may be executed by one or more computing devices, and specifically may be executed by one or more processors belonging to the computing devices. As shown in FIG. 6 , computing device 900 may include a processor 910, memory 920, storage device 930, input/output interface 940, and communication interface 950. The processor 910 may include a central processing unit (CPU), a graphical processing unit (GPU), or a microprocessor having one or more processing cores similar thereto. The memory 920 may store data, metadata, and programs for execution by the processor 910. Memory 920 may include one or more volatile and non-volatile memory and may be internal or distributed memory. The storage device 930 is a storage medium for storing data and commands and may include non-transitory storage. The storage device 930 may include at least some of a hard disk drive, flash memory, optical disk, magneto-optical disk, universal serial bus (USB) drive, etc.

Input/output interface 940 may include one or more input and/or output devices that allow a user to provide input, receive output, and exchange data with other computing devices. Input/output interface 940 may be a mouse, keypad or keyboard, camera, optical scanner, network interface, modem, or other known I/O device, and may include combinations thereof. The input/output interface 940 may include at least some of a graphics engine, a display, one or more output drivers (eg, a display driver), one or more audio speakers, and one or more audio drivers. Communication interface 950 may provide one or more interfaces for network communication (e.g., packet-based communication) with one or more other computing devices. For example, the communication interface 950 may include a network interface controller (NIC) or network adapter for communicating over Ethernet or another wired-based network, or a wireless NIC or wireless adapter for communicating over a wireless network such as Wi-Fi.

Meanwhile, a bus may include hardware, software, or all of them that connect components of a computing device to each other. For example, buses include the Accelerated Graphics Port (AGP) or another graphics bus, the Enhanced Industry Standard Architecture (EISA) bus, the front-side bus (FSB), the hypertransport (HT) interconnect, the Industry Standard Architecture (ISA) bus, and the INFINIBAND interconnect. , low-pin-count (LPC) bus, memory bus, Micro Channel Architecture (MAC) bus, Peripheral Component Interconnect (PCI) bus, PCI-Express (PCIe) bus, serial technology attachment (SATA) bus, VESA Local (VL) bus, , VESA (Video Electronics Standard Association Local) bus, other suitable buses, or a combination thereof. The above configurations of FIG. 6 are examples, and the computing device may include only some of the configurations of FIG. 6 and may also include other configurations not shown.

So far, the present invention has been examined focusing on its preferred embodiments. A person skilled in the art to which the present invention pertains will understand that the present invention may be implemented in a modified form without departing from the essential characteristics of the present invention. Therefore, the disclosed embodiments should be considered from an illustrative rather than a restrictive perspective. The scope of the present invention is indicated in the claims, not the foregoing description, and all differences within the equivalent scope should be construed as being included in the present invention.

100: Operator device 200: Malicious customer management server
210: Member management department 220: Potentially malicious customer management department
230: Malicious customer management department

Claims (5)

A member management department that registers as a member by uploading a business registration certificate for online membership registration from each business registered as an individual or corporate business;
When a malicious customer report containing customer information and the customer's bad behavior information is received from a member, the bad behavior information is analyzed to determine whether the customer is a potential malicious customer. However, if the bad behavior information includes voice data, the bad behavior information is analyzed to determine whether the customer is a potential malicious customer. is converted to text, and if the converted text contains bad words, it is judged to be a potential malicious customer. If the bad behavior information includes an image, the text is recognized and extracted from the image, and the extracted text contains bad words. If included, it is judged as a potentially malicious customer, and if it is judged to be a potentially malicious customer, it is registered in a potential malicious customer database and managed privately; a potential malicious customer management department; and
The number of registrations for each potential malicious customer registered in the potential malicious customer database is determined. If the number of registrations identified is more than a certain number, the potential malicious customer is converted into a malicious customer, registered in the malicious customer database, and made public for online inquiry by members. Including a malicious customer management department that manages,
The malicious customer management department compares and analyzes images belonging to different bad behavior information reported by different business operators for the potentially malicious customer if the number of times the customer has been registered as a potentially malicious customer is multiple but less than a predetermined number of times, and determines whether they are the same image. A malicious customer management system that determines and, if it is confirmed that the image is the same, converts the customer into a potential malicious customer and registers it in the malicious customer database. delete delete delete delete