KR20060005153A - Real-time online selected-information provision method and system based on analysis for customer-priority information - Google Patents

Abstract

 The present invention relates to a system and method for providing real-time online personalized information through analysis of customer priorities on a computer network.

Through a computer network, a customer information system and a customized information providing system implemented in a service server interworking with an agent (administrator) computer or interworking with a service server are used to access a specific web page constituting a service server. Analyze customer behavior based on one or more of access time, rating, classification, and customer loyalty information by sending and receiving data to and from the customer's computer, and calculate the priority for each customer in real time, based on the calculated priority When a customer to be sent personalized information is selected, the personalized information related to a specific product / service is generated and transmitted / output to the corresponding customer computer.

According to the present invention, a consumer can obtain a product with a discount benefit while being provided with optimal product / service information based on his or her behavior analysis without any special action, and can obtain a profit, and the seller (service provider) From the standpoint, there is an advantage in that marketing is possible with a better targeting effect than a conventional simple personalized advertisement.

 Priority, analytics, custom, service server

Description

Real-Time Online Selected-Information Provision Method and System based on Analysis for Customer-Priority Information}

1 is a block diagram of an entire system for implementing a method for providing personalized information according to the present invention;

2 is a functional block diagram of a personalized information providing system according to the present invention;

3 is a flowchart illustrating a method of providing personalized information according to the present invention;

4 and 5 are views showing a user interface screen in the process of providing the personalized information according to the present invention, Figure 4 is a user interface screen output to the customer computer, Figure 5 is on the agent (manager) computer The output of the user interface screen is shown.

The present invention provides a system and method for providing real-time online personalized information through analysis of customer priorities on a computer network, and more specifically, various behaviors of visitors (customers) in connection with a service server that performs online product / service sales and other service provision. To generate customer-specific priority information that indicates the likelihood of purchasing a particular product or the importance of the customer, and generates promotion information or other necessary personalized information, such as coupons or discounts, for high priority customers. It is to provide a system and method for providing online personalized information that transmits / outputs the data.

Recently, due to the widespread use of wired and wireless Internet, online goods / service sales and purchase, that is, "online shopping" has been activated, and online shopping is not limited to standardized products such as electronic products, books, and records, and agricultural products, furniture, and clothing. In addition to these non-standard products, the company is expanding to other services such as moving service and ticket booking.

As such, there are numerous shopping mall servers for online shopping on the Internet, and customers access their shopping mall servers using their own computer terminals, review various products / services, and determine the desired products / services and make payments. In addition, the mall operator terminates all transactions by delivering / providing the corresponding product / service to the corresponding customer.

However, since many shopping malls have been created recently and numerous products / services exist in one shopping mall, it is not easy for a customer to select a desired product from a shopping mall server.

In order to solve this problem a little, the shopping mall may provide functions such as "product search" and "product comparison", and a separate price comparison site may compare the sales conditions of various shopping malls for the same product at once.

In addition, by operating the call center together, the customer may call the counselor to obtain more detailed information about the product purchase in the shopping mall. Alternatively, a technology is provided such that a shopping mall connects a counselor with a customer computer to chat in real time to obtain information on goods / services, and there are a number of patent applications related thereto. Conventional technologies related to real-time chat technology between an agent and a customer in an Internet shopping mall include Korean Patent No. 377375 and Korean Patent No. 2003-7408.

In addition, after collecting the previous information of the customer who purchased the product by logging into the shopping mall to grasp the propensity of the customer, a kind of customer management system (CRM) may be provided to promote the advertisement mail. There is a patent application related to marketing technology using such customer tendency grasp No. 2002-17096, which advertises products through internet broadcasting, forms a chat group between customers and enables chatting in real time. For example, the system monitors chat contents and transmits corresponding advertisement and product information when a specific word is searched.

However, such a conventional customer management system (CRM) and method simply collects and analyzes past behaviors such as what products of the customers are mainly purchased, and thus cannot be utilized for new users. There was a disadvantage that the effect is not great because it can provide only advertising messages and advertising mail according to the propensity.

Given the recent technology in which spam, advertisement mail or advertisement pop-ups are provided while surfing the Internet, and the propensity of a customer, called a netizen, can change in a very short amount of time, simply using an advertisement or pop-up window is a good idea. In the conventional manner of providing, the desired marketing effect or purchase promotion effect cannot be achieved.

In addition, in 2002-17096 patent application, whether it is possible to chat with the customer in real time, or even if you use the technology to provide advertising and product information to determine whether the customer is interested in a particular product or not You can't do that, so you end up with mechanical and indiscriminate advertising for every customer.

In addition, even if the mall is not a shopping mall, other service providing server, such as bank server, if the excellent customer is visiting and surfing, it is necessary to help the excellent customer in real time so as not to be inconvenient to obtain information, but at this time is a normal customer Only management is possible, and there is no way to provide necessary information in real time according to the importance of the customer.

The present invention has been made in view of the above, by monitoring the time-dependent behavior or customer importance of customers connected to the service providing server, such as an Internet shopping mall, calculates priority information for each customer indicating the likelihood of purchasing a product or customer importance, priority To provide a customized information providing system and method for generating high-quality customized information or related to the product / service in real time to transmit and output to the customer computer system.

An object of the present invention is a system for providing customized information included in or linked to a service server, which monitors customer behavior in real time and calculates customer-specific priority information indicating the likelihood of purchasing a specific product / service or customer importance in real time, It is to provide a system and method for providing predetermined personalized information to a high priority customer.

Another object of the present invention is to analyze in real time the propensity of a high priority customer to indicate the likelihood of purchasing a specific product / service or customer importance, to generate a coupon or surprise information or other useful personalized information to be sent to the corresponding customer computer / It is to provide a system and method for providing customized information.

Another object of the present invention is to provide a coupon or discount information to a high priority customer computer based on the customer priority calculated by monitoring the behavior of the customer, and to purchase the product / service with the coupon and surprise discount information In this case, by providing a predetermined discount, the present invention provides a system and method for providing customized information that can promote a purchase.

In order to achieve the above object, the system for providing personalized information according to the present invention is implemented in a service server interworking with a plurality of customer computers and an agent (manager) computer through a computer network, or interworking with a service server. Analyze customer behavior through data transmission and reception with customer computers accessing specific web pages constituting the service server and calculate the priority of each customer in real time. In addition, it generates a personalized information related to a specific product / service and transmits / outputs to the corresponding customer computer.

Specifically, the personalized information providing system includes a customer monitoring unit and a personalized information providing unit, and the customer monitoring unit (1) analyzes a customer connection analysis for identifying a connection from a customer computer accessing a specific URL constituting a service server and maintaining the connection. Section, (2) an access time analysis section for analyzing the information of the connected customers by time, (3) a page rating analysis section for analyzing the connected web pages by rating, and (4) accessing a specific web page of a specific customer. A priority analysis unit that calculates priority information of the corresponding customer based on at least one of time, access webpage rating and customer loyalty information, and (5) one of priority information, current status information, and customer information of the connected customer. And a customer information display unit for transmitting / outputting the above to an agent computer or a manager computer, wherein the personalized information providing unit (a) the agent (manager) computer. A request for providing personalized information to a specific customer from a personalized information generation unit for generating personalized information for a specified specific product / service and passing it to the personalized information transmission unit; and (b) the personalized information generated by the corresponding customer computer. It is configured to include a personalized information transmission unit for transmitting and outputting.

In addition, the web page may further include a page classification analysis unit for analyzing the web page accessed by the customer, in this case, the priority analysis unit specific web page access time, web page rating, customer royalties information and access of a specific customer The priority information of the customer is calculated using the webpage classification information.

The customer information display unit sends one or more of each customer's information, calculated current priority information, information about the web page currently being viewed, total access time to the service server, and access time of the current web page to the agent's computer. To print.

The method may further include a customer propensity analyzing unit configured to analyze the propensity of each customer by priority and transmit the same to the customer information display unit, wherein the customer information display unit includes priority information of the connected customer, current status information, customer information, and customer propensity information. One or more of these can be sent / output to the agent (manager) computer.

In addition, when a chat request signal or a chat permission signal is transmitted from a customer computer, a chat manager that forms a communication channel between a corresponding customer computer and a specific agent computer and creates a chat window to perform chat data transmission and reception between both computers. In addition, the chat management unit may recognize the URL of the current web page that is output to the customer computer, and by transmitting the URL to the agent computer chatting, it is possible to output the same web page to both computers.

The method for providing real-time online personalized information according to the present invention uses the above-described personalized information providing system, and the personalized information providing system (1) has a specific web through signal transmission and reception with the corresponding customer computer when there is a connection from the customer computer. A first step of analyzing the behavior of the customer based on at least one of the access time for the page, the rating of the accessing webpage, the classification information of the webpage, and the customer's royalty information; and (2) a predetermined priority determination algorithm. A second step of determining the priority information of the customer analyzed by the behavior, and (3) one or more of the information of each customer, the calculated current priority information, the information on the currently accessed webpage, and the access time. (Administrator) The third step of transmitting to the computer and output, and (4) a specific product / service for a specific customer from the counselor (manager) computer If there is a request for providing personalized information to provide personalized information, a fourth step of generating personalized information on the corresponding product / service, and (5) a fifth step of transmitting / outputting the generated personalized information to the corresponding customer computer. .

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings. First of all, in adding reference numerals to the components of each drawing, it should be noted that the same reference numerals are used as much as possible even if displayed on different drawings. In addition, in describing the present invention, when it is determined that the detailed description of the related well-known configuration or function may obscure the gist of the present invention, the detailed description thereof will be omitted.

1 shows a configuration of an entire system for implementing a method for providing personalized information according to the present invention.

The service server according to the present invention is not related to purchasing a product / service, a server of a service company (for example, a hospital server, etc.) for booking / subscribing or receiving various services, in addition to a shopping mall server having a general meaning for purchasing a product. However, it should be understood as a comprehensive concept including a general web server (for example, a bank server, a department store server, etc.) capable of providing predetermined information to a customer.

Hereinafter, for convenience of description, the description will be limited to "a shopping mall server" which is an example of a "service server."

The shopping mall server 100 and the customized information providing system 200, a plurality of customer computers 300, a plurality of agents or manager computers 400, and all of which are implemented in the shopping mall server or linked to the outside. Computer network 500 that connects the components.

The shopping mall server 100 is a general server having a product DB. A purchaser accesses a shopping mall server using his computer, searches for and selects a desired product / service, and selects a product / service amount using a predetermined payment method. Make a payment Since the shopping mall server is the same as that implemented in the current e-commerce environment, detailed description thereof will be omitted.

The personalized information providing system 200 basically analyzes the behavior of the customers accessing the shopping mall, calculates "priority information" indicating the possibility of purchasing a specific product for each customer, and provides / outputs it to an agent or a manager computer. / If there is a request for providing personalized information by the administrator, the user can generate purchase promotion information as personalized information such as coupons and discount information for the corresponding product or customer, and transmit it to the corresponding customer computer for output. In addition, when the customer purchases the product in accordance with the provided purchase promotion information, it also has a function of granting benefits such as a predetermined discount, giveaways. Detailed configuration of the custom information providing system 200 will be described below with reference to FIG. 2.

In connection with the present embodiment, as an example of customized information, for convenience of understanding, the following description will be limited to "purchasing promotion information" such as coupons and discount information suitable for a corresponding product or customer.

However, the customized information is not limited to such purchase promotion information, and may be various information depending on the type of service server. For example, if the service server is a "hospital server," it may be information related to surgery and treatment in a field of interest to the customer. If the service server is a "bank server," the savings of the customer are interested. It can be information about loans, accounts, etc.

The customized information providing system 200 may be implemented as a separate component from the shopping mall server 100 linked as shown in the drawing, or may be implemented in the shopping mall server in a predetermined program form.

The shopping mall server 100 in which the customized information providing system 200 is implemented may be implemented in the form of a Web server or a WAP server disposed on a wired or wireless Internet network. A server is generally connected to an unspecified number of clients and / or other servers through an open computer network, such as the Internet, and is a computer system that receives a request to perform a task of a client or another web server and derives and provides a result thereof. It means computer software (web server program) that is installed for the purpose. However, in addition to the above-described web server program, it is understood as a broad concept including a series of application programs such as a purchase promotion program according to the present invention operating on the web server, and in some cases various databases built therein. Should be.

Such a shopping mall server can be implemented using a web server program that is provided in various ways according to operating systems such as DOS, Windows, Linux, UNIX, Macintosh, and the like for general server hardware. Representative examples thereof include a website used in a Windows environment, a CERN, NCSA, and an APPACH used in an IIS and an Internet Information Server (IIS).

The number of client computers 300 is not limited in the type as long as the client computer 300 can transmit and receive data by accessing the shopping mall server 100 and the personalized information providing system 200 using wired / wireless internet or computer communication. It should be understood as a broad concept that includes not only computer systems such as computers (PCs), laptops, etc., but also mobile communication terminals such as cellular phones, personal communication systems (PCS), personal digital assistants (PDAs), handheld PCs, and the like. In addition, the client computer should be provided with a browser capable of accessing the shopping mall server and the customized information providing system via a computer network, and transmitting and receiving data to or from the server or the system using a predetermined protocol. Such a browser may be Microsoft's Internet Explorer in the case of a general PC, or a wireless Internet browser such as a WAP (Wireless Application Protocol) browser or a ME (Mobile Explorer) in a wireless communication device such as a PDA. It is not limited to this.

The user accesses a web server or a customized information providing system using such a customer computer 300, and then moves through several web pages according to a usual procedure, selects a desired product / service, and performs a purchase act of paying. . During this process, the personalized information providing system according to the present invention analyzes the behavior of the customer to calculate the priority information of the customer, and then provides the purchase promotion information (coupon, discount information, etc.) for the specific product to the customers who are likely to purchase it. To create and provide.

The agent or manager computer 400 is also no different from the customer computer in hardware. That is, a mobile communication terminal such as a PDA or a mobile phone may be a counselor or an administrator computer, in addition to a computer such as a general PC or a notebook computer, and log in as a counselor or administrator to a shopping mall server or a customized information providing system.

In addition to the general web browser, these agent or administrator computers have the information of the current connected customer's priority sent from the personalized information providing system, web page information (rating, classification, access time, etc.) and other agent's information. An application program must be installed to receive and display status information. In addition, it is preferable to include a predetermined application program for transmitting and receiving data by forming a chat channel with a chat window when a chat request is made to the customer computer or a chat request from the customer computer is received.

The agent or manager computer generates information related to the customer currently chatting with him, such as a list of chat customers, elapsed time of each customer's chat, web pages the customer is currently accessing, customer interests, and customer priorities. In addition, it is preferable to include an application program that receives and outputs.

The computer network 500 connecting the customer computer 300, the shopping mall server 100, and the customized information providing system 200 may be a closed network such as a local area network (LAN) or a wide area network (WAN). However, it is preferable to be open type such as wired and wireless Internet. The Internet has many services in the TCP / IP protocol and its upper layers: HyperText Transfer Protocol (HTTP), Telnet, File Transfer Protocol (FTP), Domain Name System (DNS), Simple Mail Transfer Protocol (SMTP), and SNMP ( The global open computer network architecture that provides the Simple Network Management Protocol (NFS), Network File Service (NFS), and Network Information Service (NIS).

In addition, when the computer network 500 is implemented as a wireless Internet, a client computer, an agent (manager) computer, and a shopping mall server (custom information providing system) via a wireless Internet protocol and a mobile communication network such as a wireless application protocol (WAP), etc. In addition to the mobile communication network including a base station controller (BSC), a mobile switching center (MSC), and the like, further comprising an interworking device (IWF) and a WAP gateway for connecting a mobile communication network with a wired Internet network. In this case, the soaping mall server and the customized information providing system should be implemented in a form suitable for the WAP protocol, such as a swap server.

2 is a functional block diagram of a personalized information providing system according to the present invention.

The system for providing personalized information according to the present invention is implemented as a program in the shopping mall server 100 or implemented as an independent hardware / software interworking with the shopping mall server. The monitoring unit 210 calculates and provides the data to the counselor or administrator computer, and when requested by the counselor (manager) computer, generates predetermined digital data that can facilitate the purchase of a specific product and provides the same to the corresponding client computer. It consists of a purchase promotion active unit 250 as a personalized information providing unit. The purchase promotion active unit 250 corresponds to one example of the "custom information providing unit" of the present invention.

The customer monitoring unit 210 includes a customer connection analysis unit 211, an access time analysis unit 212, a page rating analysis unit 213, a page classification analysis unit 214, a priority analysis unit 215, and a customer information display unit. Subdivided into 216. In addition, the agent manager 216 and the chat manager 217 may be further included if necessary.

The customer connection analysis unit 211 performs a function of identifying a connection from a customer computer connecting to a specific URL among the plurality of web pages constituting the shopping mall and maintaining the connection. When the customer connection analysis unit 211 receives authenticated customer information (if a registered member) from the shopping mall server 100, the customer connection analysis unit 211 performs subsequent connection management based on the customer information, and the unauthenticated customer. In the case of information (non-members), after generating a unique code that can identify the customer, such as cookies (Cookie), and performs the subsequent access management.

The access time analysis unit 212 functions to analyze and display information of a customer connected to a specific web page by time. For example, a customer A stays on a web page for providing product B information for 30 seconds. In this case, customer information such as customer ID, web page information such as URL, and access time are calculated and transmitted / output on the screen of the counselor or administrator computer. In addition, the customer information, web page information and access time information is also transmitted to the priority analysis unit 215, which will be described later, to be used as the basis data for calculating the priority information indicating the possibility of purchasing the corresponding product of the customer. .

The page rating analysis unit 213 functions to analyze and display the web pages accessed by the customer's computer for each rating. For example, when a customer A accesses a web page providing information of the product B, Customer information such as customer ID, web page information such as URL, and rating information of the corresponding web page are calculated and transmitted / output on the screen of the counselor or administrator computer. In addition, the customer information, web page information, and rating information is also transmitted to the priority analysis unit 215 to be used as the basis data for calculating the priority information indicating the likelihood of purchasing the corresponding product of the customer.

"Page Rating" refers to the importance of each web page, the administrator prior to classifying all web pages of the shopping mall where the personalized information providing system according to the present invention will be installed, such as A, B, C rating, each web page The rating information is stored in the product DB or a separate DB.

For example, you can categorize page ratings by product, such as setting a higher rating for a webpage associated with a product that is heavily sold, or setting a higher rating for a product that is seasonal, or a simple webpage (for example, You can classify importance by page type, such as setting a higher rating for a web page just before the purchase (for example, a "shopping cart" screen, a "steam" screen, or a "comparison screen" screen) rather than a FAQ screen. Could be In addition, any criteria that can distinguish the importance of each web page according to the operation strategy of the shopping mall may be used for page grading analysis according to the present invention.

The page classification analysis unit 213 functions to analyze and display the web pages accessed by the customer's computer by classification, for example, when a customer A accesses a web page providing information of the product B. Customer information such as customer ID, web page information such as URL, and classification information of the corresponding web page are calculated and transmitted / output on the screen of the counselor or administrator computer. In addition, the customer information, web page information and classification information is also delivered to the priority analysis unit 215 to be used as a basis for selecting a customer to calculate the priority information of the customer or to provide purchase promotion information.

"Page classification" means a product type or a web page type of each web page, and the web page is classified in advance before the administrator installs the personalized information providing system according to the present invention in the shopping mall server. The classification information is stored in the product DB or a separate DB.

For example, if a particular webpage is related to "shoes", the classification information of the webpage is set to "shoes" or "shoe", and if it is related to "bags", the classification of the webpage is set to "bag". It's like that.

The webpage classification information is used to calculate priority information for each customer, or is transmitted / output along with the URL of the corresponding webpage, access customer information, etc. to a counselor computer, and used to select target customers to provide purchase promotion information.

In addition, when a plurality of agents are divided into respective fields, for example, an agent group for "clothing" and an agent group for "electronics", the page classification information may be used as a basis for selecting an agent. Can be. That is, when the classification information of the web page accessed by the specific customer A is "TV", it is equivalent to delivering to the counselor computer in charge of the "electronic product" or "video appliance" part.

The priority analyzer 215 calculates priority information of the corresponding customer based on a specific webpage access time of each customer, page rating information currently accessed, royalty information of the corresponding customer, and the like. The customer's loyalty information is information indicating the reliability of the customer, which is calculated based on information such as the total number of records of the customer's access to the shopping mall, the total purchase amount, the number of visits compared to the number of visits, and the time until repurchase. . For example, a customer who purchases a lot of merchandise at each visit is like having the highest customer loyalty.

The priority analysis unit 215 has a predetermined priority determination algorithm to determine the priority of each customer, the priority determination algorithm is the rating information (G), the access time ( By assigning a predetermined weight to T) and the customer loyalty information R, the priority information P can be calculated by, for example, the following formula.

Priority (P) = Wg ㅧ G + Wt ㅧ T + Wr ㅧ R

In the above equation, Wg, Wt, and Wr are weights for rating information, access time, and customer royalties, respectively, and rating information (G), access time (T), and royalty information (R) are appropriately assigned numerical values. Can be. For example, the grade information G may be given as A grade 10, B grade 7, C grade 5, and the like, and the connection time T may be given in minutes.

In addition, the weights Wg, Wt, and Wr may be set at the time of implementing the first customized information providing system, but may be set differently by a counselor or a manager as needed later. For example, depending on the product, the connection time will not be significant in the case of a younger customer base, so the weight of the connection time is set lower. As customer loyalty will be important, it is the same as setting the weight of customer loyalty high.

The priority analysis unit 215 periodically calculates and updates the current priority for each customer periodically (for example, every second) and delivers the same to the customer information display unit in the above manner. Therefore, the priority information of all the connected customers transmitted from the customer information display unit is displayed on the counselor computer screen in real time, and the customer to select the customer to provide the purchase promotion information is based on.

The customer information display unit 216 may include customer information (from the customer connection analysis unit 211, the access time analysis unit 212, the page rating analysis unit 213, the page classification analysis unit 214, and the priority analysis unit 215). ID), currently accessed web page information (URL, rating, classification information, etc.), access time, and whether to chat is transmitted to a designated counselor computer or administrator computer to be displayed on the screen of the counselor or administrator computer. At this time, the priority information may be displayed as a separate numerical value or grade, but may be used as data for determining the order of the list. In other words, the list is displayed so that the information of high priority customers is preceded.

The agent manager 217 monitors and manages the current state of each agent computer. The agent manager 217 calculates one or more information of the name of the agent, the current state, the working hours, the number of work processes, the waiting person, the customer satisfaction level, and the manager or other agent computer. It transmits and outputs to.

When there is a chat request from the counselor computer or the customer computer, the chat manager 218 forms a communication channel between the corresponding customer computer and the counselor computer, generates a predetermined chat window, and performs chat data transmission and reception between the two computers. In addition, the chat management unit recognizes the URL of the current web page displayed on the customer's computer, transfers the URL to the agent's computer that is chatting, and the web browser or application of the agent's computer that receives the message displays the same web page on the screen. By printing out, you can chat while viewing the same web page on both computers.

On the other hand, the purchase promotion active unit 250 as a personalized information providing unit is again sent to the customer propensity analysis unit 251, the purchase promotion information generation unit 252, which is an example of the customized information generation unit and the purchase promotion information, which is an example of the customized information transmission unit. It can be subdivided into parts 253.

The customer tendency analysis unit 251 analyzes and displays the purchasing tendency of each customer by priority or analyzes the tendency of the customer selected as the target to provide the purchase promotion information and provides it to the counselor or manager computer.

The customer propensity analysis unit 251 analyzes the corresponding customer propensity based on the information stored in the linked customer information DB or the behavior of the customer in real time. The customer's disposition is analyzed based on the category or type of frequently purchased products, the classification information of the web pages frequently accessed by the customers, and the keywords frequently input during the chat process. The customer propensity analysis unit may receive customer information from an externally linked customer management system (CRM).

The customer propensity analyzer 215 may be omitted as necessary. In other words, when it is desired to provide purchase promotion information about the product of the currently accessed web page, there is no need to separately analyze the propensity of the customer, and thus may be omitted.

The purchase promotion information generation unit 252 generates purchase promotion information for a product that is close to a specific customer's inclination or a product related to a currently accessed web page according to a request from an agent or administrator computer, and delivers the purchase promotion information to the purchase promotion information transmission unit. It performs the function.

According to an embodiment of the present invention, the purchase promotion information generator 252 may further include a coupon generator and a discount information generator.

When a particular product / service is determined by analysis of customer propensity, the coupon generation unit generates various types of coupons such as a discount coupon, a prize providing coupon, a lottery lottery coupon, etc. in digital image or text. Each coupon is preferably given a unique identification number and period of use, and the generated coupon information is transmitted to the corresponding customer computer to be output in the form of a pop-up window (PopUp Window).

In the future, when a request is made to purchase the product from the customer's computer, a request for a coupon identification number or a coupon image may be requested, and if a valid number or image is entered, a benefit (discount, giveaway, etc.) may be granted according to the coupon contents. have. In addition, the coupon can be effectively used only for a certain period by giving a predetermined period of use.

The discount information generation unit generates text and / or image information indicating that a predetermined discount is temporarily applied (for example, 30 minutes) to a specific product / service determined according to a product or customer disposition analysis that the customer is currently accessing. Function. The discount information generated as described above is transmitted to the corresponding customer computer, and is outputted. If the corresponding customer purchases the product within a predetermined period, the discount information is given. Of course, in the case of providing discount information, the discount may be applied even if any customer other than the corresponding customer purchases the corresponding product.

As such, when a coupon or discount information is appropriately provided to the computer of the customer at the time of hesitation or not, the user can be surely made a purchase decision, and thus has a much better purchase promotion effect than a custom advertisement.

Of course, the purchase promotion information generation unit 252 is not limited to the coupon generation unit and the discount information generation unit, and may generate all other information that may facilitate purchase.

In addition, the purchase promotion information generation unit 252 is basically driven in response to a request from an agent computer or an administrator computer. At this time, the agent / manager computer is a customer ID, IP information of the customer computer, corresponding product information, and the like. The rules or data on which purchase promotion information to generate for the product are already stored in a predetermined DB, and the purchase promotion information generation unit extracts the corresponding purchase promotion data from the DB or generates the data according to the rule. For example, if the promotion information for product A is already regulated as "Giveaway B" or "offer 10%", and there is a request to generate the promotion information for the product A, The purchase promotion information is generated according to one rule.

In the above description, the purchase promotion information generation unit 252 is basically driven according to a request from an agent computer or an administrator computer. However, the purchase promotion information generation unit 252 may be automatically operated when the customized information providing system is periodically or meets a predetermined requirement. . For example, if a customer whose customer loyalty is above a certain threshold accesses a grade A web page (for example, a shopping cart web page), the customer can automatically generate and provide predetermined promotion information without a request from an agent computer. It is.

The purchase promotion information transmitter 253 transmits the purchase promotion information for the specific product received from the purchase promotion information generator to a corresponding customer computer and outputs the same. That is, the generated purchase promotion information is encapsulated in a packet form suitable for transmission, and then transmitted to the corresponding IP address according to the TCP / IP or WAP protocol.

The purchase promotion information transmitted in this way is output in the form of a pop-up window on the screen of the customer's computer, and the purchase promotion information in the form of a pop-up window is linked to the purchase webpage URL of the product, so that the customer can go directly to the purchase page of the product. It is desirable to.

In the above description, the personalized information is described as "purchase promotion information" for the product, and the personalized information generating unit and the transmitting unit are illustrated as the purchase promotion information generating unit and the transmitting unit, respectively, but the personalized information is not limited to such purchase promotion information. Depending on the type of server, it can be any information the customer needs.

As described above, the customer monitoring unit and the purchase promotion activator and their detailed functional components are written in software of a predetermined programming language such as C, C ++, Java, Visual Basic, Visual C, and installed in a shopping mall server, or separately. It can be linked with the shopping mall after being built as a system of, but as long as it has the above-described function is not limited to the implementation form.

In addition, customer priority information, propensity information, webpage rating information, webpage classification information, customer loyalty information, etc. may be integrated and stored in the customer DB or webpage DB of the soaping mall itself, Only unique information may be implemented as a separate DB (eg, customer loyalty information DB, webpage rating information DB, etc.).

These DBs refer to a general data structure implemented in a storage system (hard disk or memory) of a computer system using a database management program (DBMS), and can freely search (extract), delete, edit, and add data. It is a data storage type that can be used, such as relational database management systems (RDBMS) such as Oracle, Infomix, Sybase, DB2, Gemston, Orion, Object-oriented database management system (OODBMS) such as O2 and XML Native Database such as Excelon, Tamino, Sekaiju, etc. can be implemented for the purpose of the present invention. And has the appropriate fields or elements to achieve its function.

3 is a flowchart illustrating an overall method of providing a method for providing personalized information according to the present invention.

First, a customer surfs while accessing (logging in) a shopping mall and browsing a plurality of web pages constituting a shopping mall site. At this time, the customer connection analysis unit, access time analysis unit, page rating analysis unit and page classification analysis unit of the customized information providing system transmits the rating, classification, access time, customer loyalty information, etc. of the web page being accessed to the priority analysis unit together. And (S310), the priority analysis unit calculates the current priority information of the customer based on it (S320).

The calculated priority information, customer information including the corresponding customer ID, web page information (grade, classification), customer loyalty information, etc. are transmitted to the agent / manager computer in real time and output.

The agent / manager selects a customer to provide purchase promotion information as customized information based on the printed customer information, and then purchase promotion information including customer information (ID, IP address) and product information (product name, web page URL, etc.). The request for transmission is transmitted to the customized information providing system (specifically, the purchase promotion activator) (S340).

The customized information providing system generates purchase promotion information (coupon information, discount information, etc.) for the corresponding product according to a predetermined standard, and transmits the generated information to the corresponding customer computer (S350).

Of course, as described above, without providing the customer information to the counselor computer, the personalized information providing system itself may automatically select the customer according to a predetermined criterion and transmit / output purchase promotion information to the selected customer computer.

When there is a purchase request of the corresponding product from the customer computer that has received the purchase promotion information, the shopping mall server grants a predetermined discount, a prize, a coupon, etc. according to the contents of the purchase promotion information provided at the time of payment (S360, S370). .

In addition, although not shown, in the above process, when a chat request with a counselor is made from a customer computer or a specific customer expresses the permission of the chat request of the counselor, the personalized information providing system drives the chat manager. A communication channel can be established between a computer of a party (a customer and an agent) and a chat window can be created to enable chatting. In addition, in this case, after confirming the URL information of the web page accessed by the customer web browser, the URL information is transmitted to the corresponding counselor computer, so that the chat can be performed while viewing the same web page.

In addition, the above-described purchase promotion information may be provided in the course of the chat. In this case, the purchase promotion information may be displayed in an independent pop-up window, but the purchase promotion information may be displayed together with a part of the chat window.

4 and 5 are views showing a user interface screen in the process of providing the personalized information according to the present invention, Figure 4 is a user interface screen output to the customer computer, Figure 5 is on the agent (manager) computer The output of the user interface screen is shown.

As shown in FIG. 4A, when a customer accesses and logs in a predetermined shopping mall using his computer, a normal shopping mall initial screen is basically output.

Afterwards, the customer moves to various web pages to obtain desired product information. Some or all shopping mall web pages are provided with a chat application means for requesting a chat with an agent. Such a chat request means may be implemented as a "chat request button 410" as shown in the upper right of the screen of Figure 4a.

When a customer searches for a product in a shopping mall and wants to chat in real time with an agent, when the customer clicks the "Chat application button 410" at the top of the screen, a chat window as shown in FIG. 4B is generated and the user can chat with a specific agent. .

In addition, when the agent acknowledges that the priority of the customer is high and applies for a chat with the customer computer, the agent generates a chat window request pop-up window 420 as shown in the middle of FIG. 4A. The customer may allow or reject the chat with the agent by clicking one of the "connect the agent" button or the "reject counseling" button in the agent chat request popup window 420.

In the chat window as shown in FIG. 4B output on the customer computer, in addition to the text input frame 430 for inputting text to be delivered to the agent and the chat content output frame 440 in which the chat contents are output, a picture, name, and field of the connected agent is provided. And a counselor information output frame 450 for outputting counselor information, such as an advertisement output frame 460 for outputting other advertisements, and the like. In addition, on the advertisement output frame 460 it may be possible to induce additional purchases by outputting an advertisement about the relevant product of the web page currently being accessed or the product being consulted.

In addition, when purchase promotion information such as discount information and coupon information transmitted from the personalized information providing system is transmitted, it may be displayed on a part of the chat window.

In FIG. 4B, purchase promotion information of "50,000 won discount coupon" is output on the chat content output frame, and a counselor delivers a message of "we give a coupon as a free gift" to the customer to induce a certain purchase.

5 is an interface screen output to the counselor computer while the method for providing personalized information according to the present invention is implemented. FIG. 5A illustrates a main work screen of a counselor and FIG. 5B illustrates a chat screen with a customer.

When the agent logs into the personalized information providing system according to the present invention or a shopping mall in which the personalized information providing system is implemented, the customer information display unit 216 of the personalized information providing system described above is generated by the main work screen as shown in FIG. Output to.

On the main work screen as shown in FIG. 5A, various output mode items such as a notice, a task view, a mail view, and a statistics view are provided. In the task view screen, a customer information output frame in which visitor monitoring information such as various customer information is output is output. 510, a chat management frame 520 for outputting chat-related information, a collaboration management frame 530 for outputting information of other agents, etc. and a personal management frame 540 for displaying and managing the agent's own information. ) Is provided.

Customer information output frame 510 is output in the form of a list consisting of a plurality of customer information set, one customer information set (Set) is the customer information (not shown), such as customer ID, the current state, the entire shopping mall access time, It has detailed fields such as URL information, page classification information, access time to the page, page rating information, and whether to chat. In addition, although not shown in the drawing, royalty information of each customer, priority information in the current state, and the like may be displayed together.

The order of the customer information sets output in the list as shown in FIG. 5A may be arranged in chronological order, but it is preferable to arrange the order of the priority information calculated in the above-described manner. In this way, the attention of the counselor can be improved by placing the customer information with the highest purchase potential (priority) at the beginning of the list.

In FIG. 5A, the chat management frame 520 disposed at the lower left side displays information related to a number of chats performed by the agent himself or herself in the past. As shown in the drawing, each chat information includes a screen name and a status (current chat). Or chat completion), time (chat time), URL information of the web page that the customer and the agent are currently connected to, page classification information, chat start time, and interest rating (customer loyalty information). It is not.

The "personal management frame 540" in the upper right of Figure 5a outputs their ID, name, photo, current status (online, offline), etc., if necessary, can write a note of their own "My" An additional note is provided.

In addition, information related to various other agents is output to the "collaboration management frame 530" at the lower right of FIG. 5A, and names of other agents, status information, the number of customers being monitored (M), and the number of customers waiting (W). , The number of customers in chat (C) and the corresponding field may be displayed. In addition, in the case of a large number of counselors, the "collaboration management frame" may display only the counselors in charge of the same field as themselves. Each agent can refer to the collaborative management frame to enable faster service delivery by transferring the customer to another agent who can afford it.

In addition, the "alert pop-up window 550" may be provided as an independent window at the lower left of FIG. 5A. This "notification pop-up window" is a function that informs the real-time dynamic status of the customer is chatting when one agent is chatting with a large number of customers. By using the "notification pop-up window", when the counselor is responding to multiple customers, it is possible to efficiently manage when to chat with one customer while chatting with one customer.

As described above, all the information output in FIG. 5A is periodically generated by the customized information providing system interworked with the shopping mall server or transmitted to the counselor computer in real time.

5B illustrates a chat window for chatting with a customer, a menu frame 560 for selecting one of various items related to a chat, and a chat content output frame 570 for outputting text input and chat contents. ), A customer information output frame 580 for outputting detailed information related to a customer who is currently chatting, and a webpage output frame 590 for sharing a webpage with a customer who is chatting.

The menu frame 560 outputs various service menus to be provided to the customer during the chat process. Specifically, the customer delivery menu, URL transmission menu, resource view menu, HTML transmission menu, disconnect menu, content saving menu, The content print menu, the exit menu, and the like are illustrated, but are not limited thereto. In such a menu frame, it is desirable to provide menus for performing various services such as transferring a customer to another counselor or providing a coupon.

In the chat content output frame 570, text content transmitted and received during a chat is generally output, and the counselor may transmit the URL of purchase promotion information to a computer of a specific customer and output the text. In the drawing, along with the message "We will give you a coupon as a free gift", a URL containing an image file corresponding to the purchase promotion information "coupon" exists together with the message. Window), an image of a coupon may be output as shown in FIG. 4B.

The customer information output frame 580 may output personal information such as a customer's name, telephone number, and the like, and although not shown in the drawing, the agent may output the customer's royalty information, past purchase history information, consultation contents, etc. To respond to customers.

The web page output frame 590 outputs the same web page as the web page to which the customer currently chatting is connected, thereby providing the best counseling environment between the customer and the counselor.

As described above, in the above embodiment, the service server to which the personalized information providing method is applied is limited to the "shopping mall server", and the personalized information is limited to purchase promotion information such as coupons or discount information, but the scope of the present invention. Is not limited thereto.

In other words, the service server according to the present invention is a server (eg, a hospital server) of a service company for booking / subscribing or providing various services in addition to a shopping mall server, and has a predetermined information regardless of purchase of goods / services. It includes general web servers (eg, bank servers, department store servers, etc.) that can be provided to customers, and customized information also varies depending on the type of service server (eg, "hospital server"). It may be information related to surgery, treatment in the field, information about savings, loans, accounts, etc. that the customer is interested in the case of the "bank server".

For example, when a customer accesses a bank server and surfs, according to the present invention, the customer's behavior is monitored and prioritized according to the present invention. Embodiments such as providing customized information, such as guidance, to the customer, and enabling real-time chat between the customer and the counselor if necessary.

The above description is merely illustrative of the technical idea of the present invention, and those skilled in the art to which the present invention pertains may make various modifications and changes without departing from the essential characteristics of the present invention. Therefore, the embodiments disclosed in the present invention are not intended to limit the technical idea of the present invention but to describe the present invention, and the scope of the technical idea of the present invention is not limited by these embodiments. The protection scope of the present invention should be interpreted by the following claims, and all technical ideas within the equivalent scope should be interpreted as being included in the scope of the present invention.

According to the present invention, the purchase promotion information that analyzes the behavior of the customer connected to the shopping mall, etc. in real time, selects the customers with high purchaseability (priority) for each specific product in real time, and provides a predetermined benefit to the computer of the customer. By providing (coupons, discount information, etc.), you can get the maximum purchase promotion effect.

In addition, it provides the information of the customers most likely to purchase a specific product among the currently connected customers to each agent computer, and induces individual real-time chat between the agent and the corresponding customer and grants certain benefits to promote the purchase. You can.

Therefore, consumers can obtain profits by purchasing products given discount benefits while being provided with optimal product information based on their own behavior analysis without any special actions. For the seller (shopping mall), the conventional simple personalization can be obtained. There is an advantage in that it is possible to promote a purchase with a higher targeting effect than an advertisement.

In addition, even in the case of a general service server, not a shopping mall server, it is possible to provide customized information required by the customer in real time according to the importance or priority of the connected customer, thereby improving customer management or customer satisfaction by optimizing customer response. You can.

As a result, the present invention provides a purchase promotion method that can bring about a drastic change in electronic commerce.

Claims (15)

As implemented in a service server or a service server interworking with a plurality of client computers and agent (manager) computer through a computer network, Includes customer monitoring and personalized information. The customer monitoring unit (1) identifies a connection from a customer computer connecting to a specific URL constituting the service server and maintains the connection; and (2) a connection for analyzing the information of the connected customer over time. Based on one or more of a time analysis section, (3) a page rating analysis section that analyzes the accessed web pages by rating, and (4) a specific web page access time, a web page rating, and customer royalty information of a specific customer. Priority analysis unit for calculating the priority information of the customer, and (5) Customer information display unit for transmitting and outputting one or more of the priority information, current status information, customer information of the connected customer to the agent computer or administrator computer Include, The personalized information providing unit (a) when requested to provide personalized information to a specific customer from the agent (manager) computer, the personalized information for generating a specific product / service or the personalized information for the customer to deliver to the personalized information transmission unit And a (b) a personalized information transmitter for transmitting the generated personalized information to a corresponding customer computer and outputting the personalized personal information. The method of claim 1 The apparatus further includes a page classification analysis unit for analyzing web pages accessed by a customer by classification, wherein the priority analysis unit includes a specific web page access time, access web page rating, customer loyalty information, and access web page classification information of a specific customer. Real-time online personalized information providing system through priority analysis by customer, characterized in that to calculate the priority information of the customer based on one or more. The method of claim 2, The customer information display unit displays one or more of each customer's information, calculated current priority information, information on the currently viewed web page, total access time to the service server, and access time of the current web page to an agent (manager) computer. Real-time online personalized information providing system through priority analysis by customer, characterized in that the output by transmitting. The method of claim 3, wherein The web page information is a real-time online personalized information providing system through priority analysis for each customer, characterized in that at least one of the URL, rating, classification information of the currently accessed web page. The method of claim 1, Further comprising a customer propensity analysis unit for analyzing the propensity of each customer by priority and delivering to the customer information display unit, wherein the customer information display unit is one of the priority information, current status information, customer information, customer propensity information of the connected customer The above-mentioned information is transmitted / output to a counselor (manager) computer, and the personalized information generation unit generates real-time personalized information through priority analysis for each customer, wherein the personalized information is generated according to a selected customer's disposition. The method of claim 1, When a chat request signal or a chat permission signal is transmitted from the client computer, a chat manager is added to establish a communication channel between the corresponding client computer and a specific agent computer and create a chat window, which is responsible for sending and receiving chat data between the two computers. Real-time online personalized information providing system through priority analysis by customer, characterized in that it comprises a. The method of claim 6, The chat management unit recognizes the URL of the current web page output to the corresponding customer computer, and delivers the same web page to both computers by transmitting the URL to the agent computer chatting, customer priority analysis Real-time online personalized information providing system through. The method of claim 1, In order to monitor and manage the current status of each agent (manager) computer, one or more of agent information, current status, work time, work processing, waiting number, customer satisfaction level is calculated and transmitted to another agent computer for output. Real-time online personalized information providing system through customer-specific priority analysis, characterized in that further comprises an agent management unit. The method of claim 1, The customized information is a real-time online personalized information providing system through priority analysis for each customer, characterized in that one or more purchase promotion information of coupon information including the offer of offers and discount information for a specific product / service. By using a personalized information providing system implemented in a service server interworking with a plurality of customer computers, an agent (manager) computer through a computer network or in conjunction with a service server, the personalized information providing system is (1) When there is a connection from the customer computer, one or more of the access time for a specific web page, the grade of the access web page, the classification information of the corresponding web page, and the customer's royalty information through signal transmission and reception with the customer computer. A first step of analyzing the behavior of the customer on the basis; (2) a second step of determining priority information of the behavior analyzed customer by a predetermined priority determining algorithm; (3) a third step of transmitting and outputting at least one of information of each customer, calculated current priority information, information on a currently accessed web page, and an access time to a counselor (manager) computer; (4) a fourth step of generating personalized information on the corresponding product / service when a request for providing personalized information on a specific product / service is provided to a specific customer from the counselor (manager) computer; And, (5) Step 5 of transmitting / printing the generated personalized information to the customer computer Real-time online personalized information providing method through the customer-specific priority analysis comprising a. The method of claim 10, When a chat request signal or a chat permission signal is transmitted from the customer computer, a chat step of establishing a communication channel between the corresponding customer computer and a specific agent computer and creating a chat window to send and receive chat data between the two computers is further included. Method for providing real-time online personalized information through priority analysis by customer, characterized in that it comprises. The method of claim 10 or 11, The customized information is a real-time online personalized information providing method through priority analysis for each of the customer, characterized in that the one or more purchase promotion information of the coupon information including the offer and discount information for a particular product / service. The method of claim 10, In the third step, real-time online personalized information providing method through priority analysis for each customer, characterized in that the customer information for each priority, information about the currently accessed web page, the access time is output. The method of claim 10, The information on the web page is one or more of the URL, rating, classification information of the web page currently being accessed, the access time is at least one of the total access time to the service server and the access time to the currently accessed web page. How to provide real-time online personalized information through customer priority analysis. Data transmission and reception between a plurality of client computers and a client server that is connected to a service server as implemented in a service server linked to an agent (administrator) computer or linked to a service server. Analyze customer behavior based on one or more of access time and access web page ratings, and calculate the priority of each customer in real time. Real-time online personalized information providing system through priority analysis for each customer, characterized in that the generation of personalized information related to the / service and transmit / output to the customer computer.

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