KR20070023981A - System for mobile customer center service using vm application and mobile communication terminal having vm application for mobile customer center service - Google Patents

Abstract

A mobile customer center service system using a VM application and a mobile terminal having the VM application for mobile customer center services are provided to satisfy various customer demands and to flexibly cope with various requests by enabling a customer to use customer center services through his/her mobile terminal in real time through a wireless data communication network. A VM application(mobile customer center), is installed in a mobile terminal(100). As the VM application is driven, customer center services, such as service charge information, subscription and cancellation for supplementary services, change of a rate system, etc., are provided to the mobile terminal(100). A mobile customer center service system receives a mobile subscriber's request, such as service inquiry, changed items, etc., from the VM application of the mobile terminal(100) through a mobile communication network(200). The mobile customer center service system processes the request through an on-line customer management system(400) and transmits a result related to the request to the mobile terminal(100) through wireless data communication.

Description

System for Mobile Customer Center Service Using VM Application and Mobile Communication Terminal Having VM Application for Mobile Customer Center Service}

1 is a view for explaining a conventional customer center service providing form,

2a and 2b is a conceptual diagram for explaining a mobile customer center service concept of the present invention,

3 is a configuration diagram of a VM application of a mobile communication terminal according to an embodiment of the present invention;

4 is a view for explaining a mobile customer center download process in a mobile communication terminal according to an embodiment of the present invention;

5A and 5B are views for explaining a mobile customer center upgrade process in a mobile communication terminal according to an embodiment of the present invention;

6a and 6b are views for explaining a mobile customer center login process according to an embodiment of the present invention;

7 is a block diagram of a mobile customer center screen according to an embodiment of the present invention;

8A to 8D are screen configuration diagrams for describing a service processing process using a mobile customer center according to an embodiment of the present invention;

9 is a block diagram of a mobile customer center service system according to an embodiment of the present invention.

<Description of Symbols for Main Parts of Drawings>

100: mobile communication terminal 110: VM application

111: I / F channel 113: Parser

115: UI management processor 117: version control processor

119: resource control processor 200: mobile communication network

300: Mobile Customer Center Service System

310: service processing server 311: access manager

311-1: Parser 311-2: Authentication Manager

311-3: Version Controller 311-4: Splitter

313: Resource Control Gateway 315: Page Generator

317: interface 319: log collector

320: management server 321: version manager

323: Resource Manager 325: Manager Manager

327: Statistics Manager 400: Customer Management System

The present invention relates to a mobile communication terminal equipped with a mobile customer center service system and a VM application for mobile customer center service using a VM application, and more specifically, information that can be obtained from a company's offline customer center or a web customer center. The present invention relates to a mobile customer center service system using a VM application for checking and modifying information such as a fee, a rate plan, and an additional service on an individual mobile communication terminal, and a mobile communication terminal equipped with a VM application for mobile customer center service. .

As shown in FIG. 1, the current customer center service providing method may be classified into an ARS system and an offline service by a counselor, a web site, a 114 message center, and the like.

The existing off-line customer center (ARS system) allows users to use a specific number (e.g. 114) from the mobile terminal to make a wired connection. However, the service completion rate is 60% based on the busy time because it is not easy to connect. Staying at the level. In addition, the consultation by the customer center counselor not only causes the waste of labor costs, but also about 30% of the counseling calls by the customer center counselor require automated processing of the simple inquiry consultation.

In addition, in the case of a web customer center provided through a web site, a computer is required due to the use of the wired internet, and thus there is a limit to the access of the customer.

In addition, the 114 message center provides customer service by informing the customer of the usage of the free call through a short message when the call is made to a specific number, but an additional service other than the service providing the specific information by using the short message. It is difficult to provide various services such as application or change.

Therefore, the present invention is to solve the above-mentioned disadvantages and problems of the prior art, the customer center service that was previously provided in the voice channel through the VM client of the mobile communication terminal and the web customer center through a data communication method Using this mobile terminal, it is possible to receive service in real time, to meet various customer requirements, to flexibly respond to customer needs, and to maintain customer centers by allowing additional incoming calls without increasing the number of agents. An object of the present invention is to provide a mobile customer center service system using a VM application and a mobile communication terminal equipped with a VM application for mobile customer center service to minimize maintenance costs.

The above object of the present invention is a mobile customer center service system for processing a customer center service requested from a VM application mounted on a mobile communication terminal in connection with a customer management system that provides a customer center service through the Internet. When a specific customer center service item is requested through a wireless data method, the request information is transmitted to the customer management system, and when the corresponding item is transmitted from the customer management system, the customer center service is transmitted to the VM application through a wireless data method. A service processing server for processing; And a management server that performs management functions such as application management, resource management, and statistical processing. It is achieved by a mobile customer center service system using a VM application comprising a.

In addition, the above object of the present invention is a mobile communication terminal equipped with a VM application for receiving a customer center service in a wireless data method from a mobile customer center service system that interworks with a customer management system that provides a customer center service through the Internet. When the VM application is activated on a mobile communication terminal by a user and a specific menu is executed, the VM application requests a customer center service item to the mobile customer center service system using a predefined protocol, and requests the customer from the mobile customer center service system. It is achieved by a mobile communication terminal equipped with a VM application for mobile customer center services to receive and display on the screen.

Details of the above object and technical configuration of the present invention and the resulting effects thereof will be more clearly understood from the following detailed description based on the accompanying drawings.

First, Figures 2a and 2b is a conceptual diagram for explaining a mobile customer center service concept of the present invention.

As shown in FIG. 2A, in the present invention, the mobile communication terminal 100 is equipped with a VM application (mobile customer center), and the usage fee guide and additional services as shown in FIG. 2B are driven by the VM application on the terminal 100. Customer center services such as application / cancellation, plan change, and suspension / cancellation are provided.

The mobile customer center service system 300 of the present invention receives a service inquiry, a change, and the like through a mobile communication network 200 from a VM application running on the mobile communication terminal 100, and requests a service management system on the web ( Process to return the result of the request.

That is, when the service inquiry or change request is requested from the VM application of the terminal 100, the mobile customer center service system 300 transmits the request to the customer management system 400, and the customer management system 400. In response to the request to the mobile customer center service system 300, the mobile customer center service system 300 transmits the corresponding reply information to the mobile communication terminal 100 through wireless data communication.

The configuration of the mobile communication terminal 100 and the mobile customer center service system 300 of the present invention for providing a mobile customer center service as described above will be described with reference to FIGS. 3 and 4.

First, FIG. 3 is a configuration diagram of a VM application of a mobile communication terminal according to an embodiment of the present invention.

In the mobile communication terminal 100 of the present invention, a VM application 110 for providing a customer center service through wireless data communication with the mobile customer center service system 300 should be mounted through download or the like.

When the VM application 110 is activated by the user on the mobile communication terminal 100 and a specific menu is executed, the VM application 110 requests a customer center service item to the mobile customer center service system 300 using a predefined protocol, and the mobile In order to receive the corresponding request from the customer center service system 300 and display it on the screen, as shown in FIG. 3, the I / F channel 111, the parser 113, the UI management processor 115, and version management. It is configured to include a processor 117, a resource control processor 119.

The I / F channel 111 is responsible for wireless data communication with the mobile customer center service system 300, and the parser 113 analyzes protocol packets transmitted through the I / F channel.

The UI management processor 115 displays a combination of menu information and page configuration information received from the mobile customer center service system 300 on the screen, and the version management processor 117 is connected to the mobile customer center service system 300. Manages the version of VM application, protocol, and resource to transmit version information during communication.

The resource control processor 119 manages resources such as an image or a menu downloaded from the mobile customer center service system 300.

The customer center service user environment (user interface) by the VM application 110 of the present invention as described above is illustrated through FIGS. 4 to 8, and the VM application 110 of the present invention is illustrated in FIGS. 4 to 8. It is shown as a mobile customer center for convenience.

First, Figure 4 is a view for explaining a mobile customer center download process in a mobile communication terminal according to an embodiment of the present invention, as shown, the mobile customer center (VM application) of the present invention is a user at a website In response to the request for downloading, when a URL short message for downloading is transmitted from the web site to the mobile communication terminal, it may be downloaded to the mobile communication terminal 100 as the user presses a call key.

The downloaded mobile customer center may be installed and executed on the terminal according to the user's installation request, and then the corresponding mobile customer center is driven by using an internal menu of the terminal.

5A and 5B are diagrams for explaining a mobile customer center upgrade process in a mobile communication terminal according to an embodiment of the present invention.

As illustrated in FIG. 4, the downloaded mobile customer center should be able to be continuously upgraded by factors such as an upgrade of the customer management system 400 that provides the customer center service on the web.

Accordingly, as illustrated in FIG. 5A, when the execution of the mobile customer center is requested, the mobile customer center may inform the user that the upgrade is required, and if the user agrees to the upgrade, the user may execute the upgrade, as shown in FIG. 5B. When the center is requested to run, the screen automatically displays an upgrade guide message, performs an upgrade, and displays an initial screen including a menu.

In this case, in order to upgrade, the mobile customer center should transmit version information to the mobile customer center service system 300 upon an initial execution request, and the mobile customer center service system 300 compares the received version information with the latest version information. When the upgrade is required to download the upgrade-related elements to the terminal 100.

Next, Figures 6a and 6b is a view for explaining the mobile customer center login process according to an embodiment of the present invention, the mobile customer center service tasks generally require user authentication, Figure 6a at the time of execution of the mobile customer center I need to log in as in Figure 6b.

That is, as shown in Figure 6a, the mobile customer center requests to enter the back digit of the resident registration number for the user confirmation when the initial execution request, and the information and telephone number (mobile communication terminal number) after the resident registration number entered by the user Send to customer management system 400.

The customer management system 400 determines whether the digit of the subscriber's social security number for the corresponding phone number matches the received information and returns the result to the mobile customer center. If it is displayed, the initial screen is displayed. If not, the screen returns to the screen for inputting the digit after the social security number again.

On the other hand, the mobile customer center may require a login according to the menu to be executed without requiring a separate login at the initial execution, and during the initial execution, perform a login as long as entering the backseat of the social security number and then execute the menu. Therefore, you can log in again through a separate ID or password.

At this time, the login process according to the menu execution is executed, as shown in Figure 6b, when the menu is required to log in, such as the current month charge inquiry, the mobile customer center to the user ID for accessing the customer management system 400 previously stored It requires the input of a corresponding password, and the authentication is made by transmitting the input password and the pre-stored ID to the customer management system 400, and if the authentication is successful, the monthly fee through the customer management system 400 Inquiry may be made to the process of providing the information.

FIG. 7 is a diagram illustrating a configuration of a mobile customer center screen according to an embodiment of the present invention. As shown in FIG. 7, menus of a mobile customer center are largely classified into a My Menu, a usage fee, a plan, an additional service item, and the like. Followed by the mobile customer center displays the phone number information and current plan information through the my menu items on the initial screen. At this time, it is preferable that the user sets the type of information displayed through the My Menu.

The charge rate item includes a menu of charge information inquiry such as the current month fee, charge rate, and payment fee. The additional service item displays additional service information currently used by the user such as My Bell, Call Waiting, Caller ID, etc. Includes a menu that allows you to add or modify services. In addition, the plan item information such as the current plan information and the application date is displayed, and includes a menu for changing the plan.

Meanwhile, when a specific key such as a menu key is input from the terminal as a user interface for the user's convenience, the menu displayed at the bottom of the screen is executed, and the menu most recently used by the user (current month fee, use) Charges, additional services, etc.) may be displayed.

Finally, FIGS. 8A to 8D are screen diagrams for describing a service processing process using a mobile customer center according to an embodiment of the present invention.

As shown in FIG. 8A, the mobile customer center displays a phone number and a plan information, a plan change key, an additional service information and an additional service change key currently used, a current month rate and point information through a My Menu item on the initial screen. As the screen size is limited, the user can scroll by input of up and down keys to show the entire information to the user.

Meanwhile, the initial screen of FIG. 8A may be moved to another item displayed at the top of the screen by inputting the left and right keys at the top of the screen. When the initial screen is moved to the usage fee item as shown in FIG. The inquiry menu such as usage fee and payment fee is displayed.

If the monthly rate menu is clicked, the mobile customer center transmits the request to the mobile customer center service system 300, and the mobile customer center service system 300 is included in the current month rate through the customer management system 400. As the information, the inquiry reference date, the inquiry period, and the current month fee information are acquired and sent to the mobile customer center, and the corresponding information is displayed as shown in the last screen of FIG. 8B.

In addition, as shown in FIG. 8C, when the free call menu is clicked, the mobile customer center acquires the reference reference date, the inquiry period, the information related to the free call plan, the usage amount and the remaining amount of information, as in the previous month rate inquiry, and the mobile communication. Display through the screen of the terminal.

And, as shown in Figure 8d, when the call history menu is clicked, the mobile customer center receives information such as call type, inquiry period, etc. from the user, and transmits this information to the mobile customer center service system 300 to request the user Delivering the matter, the mobile customer center service system 300 obtains the requested call history information through the customer management system 400 and descends to the mobile customer center.

Accordingly, the mobile customer center provides a call history list by date, and when a specific date of the list is clicked, the call center information includes call date, counterpart number, call start time, frequency, pre-discount rates, etc. Display.

On the other hand, as described above, in order for the mobile customer center to be executed in the terminal to process various customer center tasks, a mobile customer center service system is required to broker and process communication between the mobile customer center and the customer management system. Each functional configuration of the system will be described with reference to FIG.

9 is a block diagram of a mobile customer center service system according to an embodiment of the present invention. As shown, the mobile customer center service system 300 of the present invention provides a customer care system through the Internet. A system for processing a customer center service requested from a VM application 110 mounted on a mobile communication terminal 100 in cooperation with 400, comprising a service processing server 310 and a management server 320. .

The service processing server 310 transmits the request to the customer management system 400 when a specific customer center service item is requested from the VM application 110 of the terminal 100 in a wireless data manner, and manages the customer. When a corresponding matter is returned from the system 400, the data is transmitted to the VM application 110 in a wireless data manner to process the customer center service.

To this end, the service processing server 310 includes an access manager 311, a resource control gateway 313, a page generator 315, an interface 317, and a log collector 319. Is as follows.

First, as the VM application 110 is driven on the mobile communication terminal 100, the access manager 311 checks for authentication and version when a specific customer center service is requested through a predefined protocol from the VM application 110. And analyzes and distributes the user request to the corresponding component. For this, the parser 311-1, the authentication manager 311-2, the version controller 311-3, and the distributor 311-4 are included. It is composed.

The parser 311-1 analyzes a protocol packet transmitted from the VM application 110 through a mobile communication network.

The authentication manager 311-2 performs authentication on the user request, and the version controller 311-3 checks the version of the VM application so that information transfer and version upgrade suitable for the version can be performed.

The distributor 311-4 analyzes the user request when the authentication by the authentication manager 311-2 and the version check by the version controller 311-3 are performed, and then the resource control gateway 313 and the page generator. (315) to distribute to any one.

Next, the business logic layer that receives and processes a request from the distributor 311-4 of the access manager 311 is divided into a resource control gateway 313 and a page generator 315.

When a resource for a specific version is requested from the access manager 311 according to the user request analysis, the resource control gateway 313 downloads the resource of the version to the mobile communication terminal 100 through the access manager 311. And pass menu information.

When the page generator 315 requests specific information from the access manager 311 according to the analysis of the user request, the page generator 315 receives information corresponding to the request from the customer management system 400 through the interface 317. It consists of a page and transmits it to the mobile communication terminal through the access manager 311.

The interface 317 corresponds to an interface layer that interfaces the resource control gateway 313, the page generator 315, and the customer management system 400, and extracts information from the customer management system 400 to extract the resource. Transfer to control gateway 313 and page generator 315.

The log collector 319 stores a log of service usage in order to manage customer center service usage statistics using the VM application 110 in the management server 320.

Next, the management server 320 is a server that performs management functions such as application management, resource management, and statistical processing. The management server 320 includes a version manager 321, a resource manager 323, an administrator manager 325, and a statistics manager 327. It is configured to include.

The version manager 321 manages the VM application 110 and resource versions such as images and menus, and the resource manager 323 serves to register, modify and delete resources such as images and menus for each version. do.

The manager manager 325 manages the manager, and the statistics manager 327 performs statistics management through the log collector 319 of the service processing server 310.

Through the configuration as described above, the mobile customer center service system 300 of the present invention is interposed between the customer management system 400, which is a customer center on the web, and the VM application 110, and is delivered from the terminal 100. The request is forwarded to the customer management system 400, and the customer management system 400 automatically interprets the request from the mobile customer center service system 300 and transmits the information on the result to the mobile customer center service system ( Down to 300).

Accordingly, the VM application 110 of the mobile communication terminal 100 shows the contents delivered from the mobile customer center service system 300 to the user, thereby processing the customer service center on the mobile communication terminal 100. Make it happen.

As those skilled in the art to which the present invention pertains may implement the present invention in other specific forms without changing the technical spirit or essential features, the embodiments described above should be understood as illustrative and not restrictive in all aspects. Should be. The scope of the present invention is shown by the following claims rather than the detailed description, and all changes or modifications derived from the meaning and scope of the claims and their equivalents should be construed as being included in the scope of the present invention. do.

Therefore, according to the mobile communication terminal equipped with a mobile customer center service system and a VM application for mobile customer center service using the VM application of the present invention, a customer may move a customer center service provided by a voice channel through a data communication method. Service can be received in real time using a communication terminal, thereby increasing customer satisfaction, and improving customer reliability by real-time processing of usage charges such as free call history. In addition, the use of wireless data communication network not only meets various customer requirements and responds flexibly to customer needs, but also minimizes customer center maintenance costs by accommodating additional incoming calls without increasing the number of agents. In addition, the ease of connection to the customer center is increased, and the completion rate of the service can be expected.

Claims (6)

A mobile customer center service system that processes customer service requests requested from VM applications mounted on mobile communication terminals by interworking with a customer management system that provides customer service through the Internet. When a specific customer center service item is requested from the VM application through a wireless data method, the request information is transmitted to the customer management system. When the corresponding item is transmitted from the customer management system, the request is transmitted to the VM application through a wireless data method. A service processing server for processing customer service; And A management server that performs management functions such as application management, resource management, and statistical processing; Mobile customer center service system using a VM application, characterized in that made. The method of claim 1, The service processing server, As a VM application is run on the mobile communication terminal, when a specific customer center service is requested through a predefined protocol from the VM application, access is performed by performing authentication and version check, analyzing a user request, and distributing to a corresponding component. With a manager; A resource control gateway for downloading a resource of the version and transferring menu information to the mobile communication terminal through the access manager when a resource for a specific version is requested from the access manager according to the user request analysis; A page generator, when specific information is requested from the access manager according to the user request analysis, constructs a page corresponding to the request item and delivers the information to the mobile communication terminal through the access manager; An interface for interfacing the resource control gateway and the page generator with the customer management system to extract information from the customer management system and to transfer the information to the resource control gateway and the page generator; And A log collector for storing logs for statistics; Mobile customer center service system using a VM application, characterized in that made. The method of claim 2, The access manager is A parser for analyzing protocol packets; An authentication manager for performing authentication on the user request; A version controller for checking a version of the VM application; And A distributor configured to analyze a user request and distribute it to any one of the resource control gateway and a page generator when authentication by the authentication manager and version checking by a version controller are performed; Mobile customer center service system using a VM application, characterized in that made. The method according to any one of claims 1 to 3, The management server, A version manager for managing resource versions such as VM applications and images and menus; A resource manager for registering, modifying, and deleting resources such as images and menus; An administrator manager for managing the administrator; And Statistics manager for statistics management; Mobile customer center service system using a VM application, characterized in that made. A mobile communication terminal equipped with a VM application for receiving a customer center service through a wireless data method from a mobile customer center service system that interworks with a customer management system that provides a customer center service through the Internet. The VM application, When a specific menu is executed by a user running on a mobile communication terminal, a customer service request is made to the mobile customer center service system using a predefined protocol, and the request is received from the mobile customer service center. Mobile communication terminal equipped with a VM application for mobile customer center services, characterized in that the display. The method of claim 5, The VM application, An I / F channel responsible for wireless data communication with the mobile customer center service system; A parser for analyzing protocol packets; A UI management processor for displaying on the screen a combination of menu information and page configuration information received from the mobile customer center service system; A version management processor for managing a version of a VM application, a protocol, and a resource to transmit version information when communicating with the mobile customer center service system; And A resource control processor managing resources such as an image or a menu downloaded from the mobile customer center service system; Mobile communication terminal equipped with a VM application for the mobile customer center service, characterized in that comprises a.

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