KR20010069029A - Shopping Phone System and Service Method for Electronic Commerce - Google Patents

Abstract

PURPOSE: A shopping phone system for an electronic commerce and a method for servicing thereof are provided to offer a voice telephone service between a customer and a counselor in real time without an additional telephone charges by appending a shopping phone function to a general electronic commerce shopping mall system. CONSTITUTION: If a telephone counseling button provided on a shopping mall web browser is clicked, a customer shopping phone being installed in a customer PC as an application program transmits the current web browser information, catalogue information and user information to a call selecting server. The customer shopping phone supplies a data transmitting/receiving for according a voice communication with a web browser for a communication counsel by connecting a customer to a selected counselor based on information of a counselor being received from the call selecting server. The call setting server searches a counselor based on the catalogue information and the user information and transmits state information with respect to the searched counselor to the customer shopping phone. A counselor shopping phone being installed in a counselor PC as an application program calls to the customer shopping phone and receives the current browser catalogue information of the customer and displays the information and is connected to the customer, a web server, and the call setting server through the Internet or a LAN.

Description

Shopping phone system for e-commerce and its service method {Shopping Phone System and Service Method for Electronic Commerce}

The present invention relates to a shopping phone system for supporting a voice conversation service between a consumer and a professional counselor in an electronic commerce shopping mall system.

Consumers who used e-commerce shopping malls can get detailed information by posting on the bulletin board provided by the shopping mall or sending e-mail to the shopping mall staff when they have a question about a product or a question about a product purchase procedure. Or, you can call the number directly from the shopping mall for consultation. This procedure is inconvenient for consumers who are not familiar with e-commerce shopping malls. The present invention addresses these consumer needs through a voice chat service with a professional counselor over the Internet. In addition, professional counselors can help you purchase exactly the product you want by sending more detailed information about the product to the consumer via a web guide.

There are various products that provide voice chat service through the Internet, such as VocalTec's InternetPhone, Netscape's CoolTalk, and Microsoft's NetMeeting, but they cannot be directly applied to e-commerce shopping malls.

The main object of the present invention, by adding a shopping phone function that can be connected to a professional counselor as shown in Figure 1 to a general e-commerce shopping mall system to support the voice call service between consumers and professional counselors in real time without additional telephone charges It is for. In addition, professional counselors can send more detailed information about the product to consumers using Web guides. The present invention supplements the product information / purchasing inquiry / AS, etc., which are provided on a web-based one-way or collectively, with a voice conversation with a professional counselor, to satisfy various information needs of consumers and to accurately describe the seller through a web guide. To help address the inhumanity of e-commerce, the cost-effectiveness of access, and the likelihood of error.

1 is a web catalog that can be consulted using a shopping phone.

2 is a configuration of a shopping phone system for e-commerce.

Figure 3 is a call setup method of the e-commerce shopping phone.

4 is a flowchart illustrating an operation of an e-commerce shopping phone after call setup.

According to the present invention, when a consumer obtains product information through the web and wants to consult, when the customer clicks the telephone consultation button 1 of the web page shown in FIG. 1, the shopping phone is called. Internally, the consumer's shopping phone is connected to the shopping server of the service providing system of Fig. 2, and then transmits the information 2 and the catalog number 3 of the web page currently viewed by the user to the shopping server. The shopping phone server of FIG. 2 searches for a corresponding professional counselor from the catalog number and transfers the information to the consumer's web browser. The consumer's shopping phone can use this information to make a call with the shopping phone of a professional counselor who can consult. After a call has been established between a consumer and a professional agent, the professional agent can use a web guide to inform the consumer more information about the product, if necessary. Web guide is a technology that a professional counselor changes a consumer's web browser screen to a specific URL when he / she wants to show another site screen to guide a product or other information.

The present invention is not an actual telephone connection but a PC-to-PC Internet telephone, and is not limited to the local location of a professional counselor. Therefore, as shown in FIG. 2, the professional counselor can consult not only in the company but also at home or in other places, and thus does not require an additional telephone connection of a shopping mall or a telecom dealer, and has many advantages.

In order to use a shopping phone in an e-commerce, an effective call setup relationship is required. Therefore, to implement this, the following unique call setup method is used.

1. Locally independent professional counselors log in to the call setup server (shopping phone server). In a PC-to-PC Internet phone, you only need to know the IP of the other party to make a call. Therefore, when the expert counselor logs in to the call setup server, the IP when logging in can be registered in the call setup server. This way, the agent is not tied to a local location. As a specific example, all the employees may be counselors, and the call setting may be made regardless of whether the counselor is at the main office or branch office or at home.

2. When the consumer clicks the telephone consultation button on the web page to obtain the information necessary for web shopping, the web page information (2) and the catalog information (3) of the product currently viewed by the consumer are transmitted to the call setup server.

3. The call setup server detects the logged-in agent among the expert counselors of the product, and selects the agent who has good network connection with the consumer. At this time, the call setup server uses RTPing, which is program registration No. 54566 (1999.06.11).

4. Send the selected expert's information to the consumer's web browser.

5. The shopping phone operates as an application.

6. The consumer's shopping phone makes a call to a professional counselor shopping phone.

7. The agent shopping phone accepts the call request and simultaneously informs the call setup server that the call is being consulted. In this way, if a professional counselor is counseling or cannot be consulted, or after the consultation is finished, the call setting server can determine whether the counseling service is available in advance.

8. The professional counselor and the consumer match the screens of the two sides to facilitate the consumer's purchase of the product at the same time as the voice consultation, and if necessary, the professional counselor can use the web guide to direct the consumer's web browser to a specific URL.

4 is a flowchart illustrating an operation of a shopping phone for an e-commerce shopping mall after call setup fully considering the transmission characteristics of the Internet. The shopping phone performs the following functions for reliable voice communication service.

1. Voice input (4): Voice input from the microphone is basically sampled at 8 kHz, 16 bits, and mono. The frame length is determined by the voice compression codec or the time length to be packetized.

2. Silence detection (5): If there is no input from the microphone, there is no need to transmit. In addition, there is a part corresponding to silence between a sentence and a word. Therefore, in order to efficiently use bandwidth, the rate is lowered by detecting silence and not transmitting. At this point, you should be able to maintain a natural transition between speaking and listening, that is, talking.

3. Gain adjustment (6): When recording a voice, the distance between the microphone and the mouth may be different, and the surrounding noise may be mixed, resulting in a difference in the level of the recorded voice. Therefore, it is better to keep it adaptive.

4. Voice compression (7): compresses the voice data in real time.

5. Codec Determination (8): Determine the voice compression codec from the current loss rate.

6. Recovery algorithm processing (9): The lost packet recovery method is used in this process. Interleaving with redundant audio information is performed.

7. Packet transmission 10: transmit the generated packet.

8. Receive Lost Information (11): Receive a report of the reception status from the receiver, and determine the codec again. In general, when the loss ratio is high, a low codec can be used, and the transmission rate can be lowered by adjusting the number of frames per packet in consideration of delay.

9. Packet Receive 12: Receive a packet.

10. Lost information transmission (13): Sends a packet reception rate to the sender.

11. Packet Rearrangement 14: Rearranges out of order packets.

12. Decompression 15: Restore the compressed content to voice information.

13. Codec Determination 16: The codec type of the packet received from the packet header is found.

14. Lost Packet Recovery (17): Recovers lost packets using a recovery algorithm. In addition, the time corresponding to an unrecoverable packet reuses white noise or previously received information.

15. Voice buffer 18: Stores in a buffer for processing 12, 14, etc., and simultaneously adjusts the size of the buffer for adaptive reproduction to minimize the output delay from the reception delay (interval).

16. Audio output (19): Outputs to the speaker.

In conclusion, the present invention enables voice counseling between consumers and service providers in e-commerce, thereby overcoming the limitations of web information that is currently unilateral and limited, and for establishing a transaction between consumers and service providers. It allows for sufficient dialogue to provide a highly reliable transaction process. In addition, the shopping phone system through the Internet does not have to bear additional telephone costs to consumers, and can maintain the advantages of the current e-commerce.

The present invention is to solve the customer's questions about the product information and the purchase of the product in the e-commerce shopping mall by voice conversation with a professional counselor, the inhumanity, cost-effectiveness of access, By solving the possibility of error, consumers who are not familiar with the shopping mall can use the shopping mall easily.

Claims (6)

In the e-commerce shopping mall system, When the telephone consultation button is clicked on the web browser of the shopping mall and the telephone consultation button is clicked, the current web browser information, catalog information, and user information are transmitted to the call setup server, and based on the information on the agent received from the call setup server. A consumer shopping phone installed as an application in the consumer PC so as to connect with an agent selected by the consumer and support data transmission and reception for matching a voice call for a telephone consultation and a web browser with each other; Based on the catalog information and the user information received from the consumer shopping phone by the call request with the counselor, the corresponding counselor is searched among the professional counselors who are registered and logged in, and the status information about the searched agents is searched. A call setup server for delivering to the phone; Log in and register the call setting server in advance, set up a call with the consumer shopping phone according to the telephone call request of the consumer, and receive the current web browser catalog information of the consumer and display the same screen on the same screen. And an agent shopping phone installed as an application in a professional counselor PC connected to the consumer, web server, and the call setup server through the Internet or a LAN to connect a telephone call. E-commerce shopping phone system for the agent to support the voice chat service in real time. The method of claim 1, wherein the consumer shopping phone and the agent shopping phone, After establishing a call with each other, the consumer shopping phone transmits the catalog information of its web browser to the agent shopping phone, and the agent shopping phone displays the web browser corresponding to the received catalog information so that the consumer and the agent match the same screen. And when the counselor moves to a specific URL for guiding the consumer, delivers the URL information to the consumer shopping phone, and matches the URL to another screen in the consumer shopping phone. The method of claim 1, wherein the counselor, Locally independent, the IP address for logging in and logging in to the call setup server is registered in the call setup server so that the call setup server can guide the consumer by the agent search. E-commerce shopping phone system characterized in that the call setting is made possible. In the e-commerce shopping mall system, Clicking on a telephone consultation button added on a shopping mall web browser provided to a consumer PC to drive a consumer shopping phone to transmit catalog information and user information about the consumer's web browser to a call setting server and to make a telephone consultation request; The call setting server receiving the telephone consultation request is searched for the availability of call to the appropriate counselors based on the catalog information and the user information among the registered professional counselors who are registered in advance. Transmitting to a counseling requester; When the user selects a desired counselor from the consumer shopping phone that has received the counselor information, sets up a call with the corresponding counselor, and transfers the current catalog information to the counselor shopping phone when the call setup is completed; Receiving a call setup request from the consumer shopping phone is completed by the counselor shopping phone receives the web browser catalog information of the consumer to match the screen with the consumer, e-commerce, characterized in that consisting of telephone calls by voice call How to service your phone. 5. The consumer's web according to claim 4, wherein the expert counselor forwards the scrolling information to the consumer shopping phone to match the agent's screen with the consumer's screen based on the URL information in order to inform the consumer of more detailed information about the product. And a web guide step of inducing a browser. The method of claim 4, wherein the call setup server, Agents are registered by language, product, and region. When a telephone call request is received from any consumer, the customer's region, language, and catalog information are considered. E-commerce shopping phone service method characterized in that to find a professional counselor that can service the service to search for the current call availability and provide information about the agents to the telephone consultation requester.