KR20080045840A - Unmaned automation of road service method - Google Patents

Abstract

A method for providing an SOS service automatically is provided to grasp the current location of a motor insurance policyholder based on the LBS when a service request is received from his/her mobile terminal through an ARS(Automatic Response Service) system, and then transmit information about the checked location to the staff closest to the policyholder. The current location of a policyholder requesting an SOS service is checked and the service request is automatically processed through the LBS and ANI(Automatic Number Identification) service when the service request is received from a mobile terminal of the policyholder through an ARS(Automatic Response Service) system. A staff of an insurance company at which the policyholder is registered is selected by calculating distances between the policyholder and staffs based on information about the current locations of staffs. A moving request and location information of the policyholder are transmitted to the selected staff. Satisfaction of the policyholder is monitored by using a VMS(Voice Message Service) after the SOS service is finished.

Description

Unmanned automation of road service method

1 is a block diagram showing an embodiment of an unmanned automated emergency dispatch service method according to the present invention,

2 is a view showing an embodiment of the ARS automatic reception step in the unmanned automated emergency dispatch service method according to the present invention,

3a to 3c is a view showing the flow of the ARS automatic acceptance step of FIG.

FIG. 4 is a diagram illustrating a location of a terminal in a mobile communication network using a location based service (LBS).

5 is a diagram illustrating a process of obtaining location information of a customer using a location based service (LBS) in an unmanned automated emergency service method according to the present invention,

6 is a view showing an embodiment of the LBS automatic control network construction form for selecting dispatch personnel in the unmanned automated emergency dispatch service method according to the present invention,

7A to 7F are views illustrating an embodiment of monitoring a process of selecting dispatching dispatchers in the unmanned automated emergency dispatch service method according to the present invention;

8 is a view showing an embodiment of a process from dispatch dispatcher to dispatch service report through the WAP in the unmanned automated emergency dispatch service method according to the present invention,

9A is a diagram showing a conventional emergency call service,

9B is a diagram illustrating an unmanned automated emergency dispatch service according to the present invention.

<Description of Major Symbols in Drawing>

10: mobile communication terminal

20: ARS Auto Reception

290: location-based representative number processing device

30: LBS automatic control network

31: location-based processing device

33: situation board in the accident reception center

40: mobile dispatch

50: VMS (Voice Mail System) Monitoring

The present invention relates to a vehicle-related emergency dispatch service, and more specifically, to determine the location of the customer through the ARS automatic reception of the car insurance subscriber in an emergency situation using a mobile communication terminal and dispatch the dispatcher to the problem that the customer faced The system relates to an unattended automatic process of solving the problem.

Recently, as the demand for auto insurance increases due to the explosive increase of private automobiles and services are diversified, in addition to general compensation or guarantee insurance services, dispatch services according to subscribers' calls are commonly used as additional services of auto insurance. In such additional insurance services, dispatch service is difficult to explain the exact location due to solving the problem through the connection of counselors, even if subscribers directly contact their insurance company to explain their location or ARS automatic reception. Step is cumbersome, takes a lot of dispatch time and there is a problem to increase the service provision costs. At present, at least 40 ~ 60% of the time required for dispatch service takes place during the location verification process, and about 15 ~ 20% of the information related to location information accounts for the number of customer complaints received.

In addition, if the dispatcher is issued to the dispatcher after the accident intake stage of the auto insurance insurer, the dispatcher will contact the waiting dispatcher to exchange the location information of the subscriber again and contact the dispatcher located closest to the accident site. Since the steps to be sent to the field must also be made, it takes a long time from the receipt of the incident to the service provision, and there is a problem in that the operating costs of the system are increased by the intervention of a counselor several times in the middle stage.

The present invention was devised to solve the above-described problems, and when the ARS automatic reception to the mobile communication terminal in case of an emergency situation related to the vehicle to the auto insurance subscriber, the location of the subscriber is identified and dispatched. It aims to provide unattended and automatic service to the stage of providing the service by sending the location information of the subscriber to the agent which is the shortest distance with the subscriber among the agents.

Unmanned automated emergency dispatch service method according to the present invention for achieving the above object is to carry a mobile communication terminal according to the customer's ARS automatic reception in the vehicle-related emergency SOS service application of the car insurance subscriber using the mobile communication terminal An ARS automatic reception step of confirming location tracking and automatic reception of a customer requesting a service using a location based service (LBS) and a caller automatic identification (ANI) service for tracking a location of a customer; LBS automatic control network building step of using the location information of the dispatch personnel using the location-based service (LBS) and selecting the dispatch personnel through automatic distance calculation; The mobile dispatching step of sending and receiving subscriber location information using an SMS call request (URL call-back) and mobile-based WAP to the dispatching agent selected through the LBS automatic control network, and using the VMS after the completion of the service by dispatching It is characterized by including the VMS motor monitoring step for monitoring the satisfaction of the service users.

Here, the ARS automatic reception step may include checking whether or not the customer agrees to provide location information after selecting an emergency service (SOS) service; Storing customer location information obtained using a location based service (LBS) after the customer agrees to provide the location information; After the location information is stored, a step of confirming a customer's automatic contract using the ANI information is performed, and the customer selects a desired service menu from among a plurality of service menus.

In addition, the LBS automatic control network construction step is the step of receiving the location information of the customer from the accident reception center; The step of popping the information of dispatch personnel located within a radius of 5 ~ 20km based on the request area when inputting the system location information of the received customer and the actual distance calculation based on the popped dispatch information and the location information of the customer It consists of selecting the dispatch personnel located at the shortest distance from the actual distance calculation, the actual distance calculation is calculated the actual driving distance grasping the road conditions or obstacles, not the straight distance from the location of the dispatch personnel to the customer's location. At this time, when providing the location information of the dispatcher to go through each step of confirming the consent of the dispatcher for the location information.

Next, the mobile dispatching step may include a step of confirming or rejecting a dividend in the emergency dispatch reception inquiry process of the dispatching dispatcher after the SMS call request (URL call-back) to the selected dispatching dispatcher; An arrival reporting step of reporting whether the dispatcher arrives at the scene after confirmation of the dispatch of the dispatch agent or is canceled before / after dispatch; The dispatching agent arrives at the site, and the service processing result is inputted and completed.

Hereinafter, an embodiment of an unmanned automated emergency service method according to the present invention will be described in detail with reference to the drawings. However, the present invention is not limited to the embodiments described herein and may be embodied in other forms. Rather, the embodiments introduced herein are provided so that the disclosure may be made thorough and complete, and to fully convey the spirit of the invention to those skilled in the art.

1 is a view showing the configuration of an unmanned automated emergency dispatch service method according to an embodiment of the present invention.

As shown in FIG. 1, the emergency dispatch service method according to an embodiment of the present invention is located in response to an ARS (Automatic Response System) automatic reception request using a mobile communication terminal 10 when an auto insurance subscriber has an accident or an emergency situation. ARS automatic reception step 20 for checking the location and automatic reception of subscribers using a location based service (LBS) and an automatic number identification (ANI) service, and a location based service (LBS). LBS automatic control network establishment step (30) to utilize the location information of the dispatched dispatcher by using and to select the dispatcher by automatic distance calculation, SMS call request to the corresponding dispatcher (URL call-back) and mobile Mobile dispatch step (40) for transmitting and receiving subscriber location information using the WAP based, and VMS monitor for monitoring the satisfaction of the service users using the VMS (Voice Mail Service) A step (50).

First, the accident acceptance step of the automobile insurance subscriber is connected to the insurance company's ARS server through a mobile communication terminal that is carried when an emergency occurs. During the automatic reception by selecting the emergency dispatch SOS request through the ARS, the ARS server requests and provides the location information of the subscriber to the LBS server.

After the emergency call automatic reception, the step of confirming the agreement to provide the location information of the subscriber called by the ARS server and the step of checking whether or not the subscriber with a car insurance contract that provides the system according to the present invention and location-based services It provides a step of providing location information utilizing the (LBS).

Next, also through the location-based service (LBS) to grasp the real-time location information of each of the dispatching personnel to calculate the actual distance from the customer to the person located in the shortest distance SMS call request (URL call-back) and mobile-based By sending the location information of the customer using the WAP of the customer to let the customer perform the desired service.

After the dispatcher completes the service, the emergency dispatch service is finally completed by monitoring the satisfaction of the service user using the VMS (Voice Mail Service).

2 is a view showing an embodiment of the ARS automatic reception step in the unmanned automated emergency dispatch service method according to the present invention.

First, the auto insurance subscriber selects the emergency dispatch (SOS) menu (222) among SOS emergency dispatch, contract consultation, insurance premium calculation, home shopping consultation, and other services through the insurance company's ARS representative number. In order to prevent infringement, a consent process 230 for providing location information is passed. After the customer's consent, after storing the location value, and goes through the process of inquiring (240) whether the car insurance contract with the insurance company.

At this time, the caller ID is automatically notified using an automatic caller identification (ANI) service, and the name, affiliation, or impression of the customer can be known through a database search. After the contract is stored according to the inquiry process, a desired service content is selected 250 among battery charging, emergency start, towing, tire replacement, unlocking, emergency refueling, and other services. After that, the reception is completed according to the ARS automation process 260 and proceeds to the next step, or the agent connection 261 may be solved according to the service content selected in the previous step.

The present invention aims to quickly and conveniently cope with an emergency situation by using an unmanned automatic system from accident reception to service provision, but additionally provides a connection service with a counselor because the situation of the customer is not all predictable. To complement the unmanned system. One embodiment of the ARS automatic acceptance step of Figure 2 is shown in more detail in Figures 3a to 3c.

Next, to acquire the location information of the customer in accordance with the ARS automatic reception 20, location based services (LBS) is used.

The location based service (LBS) is a technique for determining the location of a terminal in a mobile communication network, using a mobile communication network or a satellite signal to measure the location of the mobile terminal, and to provide various information services related to the measured location. It is emerging as a new content in the mobile carrier and the wireless internet market, and is expected to be a core technology of the information and communication industry as a diverse and innovative 21st century high-tech service using location information in a mobile environment to replace the wire.

Representative location-based service applications include location-based e-commerce and real-time location information combined with mobile commerce such as telematics, logistics, mobile payment, etc. The service system that provides the online game and various information services used.

The location-based service (LBS), the location of the terminal in the mobile communication network, as shown in Figure 4, calculates the Round Trip Delay for each of the plurality of base stations 101 adjacent to the terminal 10, the terminal ( 10) and the method of grasping the coordinates of the terminal 10 by calculating the linear distance between the base station 101 and the base station 101 are commonly used. However, the present invention is not for the location search method itself of the mobile communication terminal, but for a car insurance subscriber, the step of dispatching to the scene by selecting a dispatch agent existing in the shortest distance and unmanned. Since the present invention relates to a system, a specific method of calculating the distance between the base station 101 and the terminal 10 is not limited.

FIG. 5 is a diagram illustrating a process of obtaining location information of a customer using a location based service (LBS) in an unmanned automated emergency service method according to the present invention.

Location-based service (LBS) is performed based on the mobile communication network, as shown in Figure 5 after the car insurance subscriber receives the emergency dispatch service to the ARS device 210 using the mobile communication terminal 10, After selecting the corresponding menu for the customer who wants dispatch service or accident compensation service, and goes through the customer location information providing agreement procedure 230, the location-based representative number processing unit 290 in the Location Based Service Platform (LSPSP) 32 And request / receive the location information of the corresponding customer from the mobile communication company, and display the location information of the customer by using a geographic information system (GIS) on the status plate 33 of the accident reception center.

Such services do not have to explain their location directly to an agent in detail, and when the location is tracked based on GPS, the customer does not have to install a separate GPS in the mobile terminal, and the customer in the ARS automatic reception step It can be conveniently used only through the prior consent process for utilizing location information. These services can solve the difficulty of rescue requests, especially when the subscriber is in an emergency on the road because it is difficult to pinpoint his or her location.

Furthermore, when the subscriber makes an urgent request using the ARS representative number, the subscriber may use the location information of the customer to pop up information on the dispatched vehicle on the counselor monitor to enable fast service and smooth communication with the customer.

In addition, the location-based service (LBS) is easy to build because the operation risk is not great in applying to the call center system that is already used, and build an ARS self processing system in connection with the Automatic Number Identification (ANI) system. It is an essential item.

In addition, even in an unmanned automatic system, if a situation in which a connection with a counselor is required, such as insurance counseling, a corresponding menu 261 may be prepared to cope with unexpected situations that the unmanned system may have.

Next, Figure 6 is a view showing an embodiment of the LBS automatic control network establishment form for selecting dispatch personnel in the unmanned automated emergency dispatch service method according to the present invention.

Referring to FIG. 6, real-time location information regarding dispatchers as well as customers in an emergency situation may be collected in the same manner as described above. More specifically, the current location information is grasped by using the mobile communication terminal of the dispatcher, and the location-based processing apparatus displays the location of the dispatcher who is dispatchable to the corresponding customer on the status board where the location information of the customer is displayed.

In the situation board, all dispatchers located within a radius of 5 to 20 km are popped up based on the point of customer service request, and the nearest distance is calculated by calculating the actual travel distance from the dispatchers to the customer based on the dispatcher and the customer's location information. By dispatching the dispatcher to the dispatcher, the dispatcher can accurately provide prompt dispatch service and monitor the movement of the dispatcher on the accident reception center's monitor.

7A to 7F, a process of selecting dispatch personnel and dispatching them is shown. For example, as shown in Figure 7a, when a customer in a crisis situation, such as a failure to make an urgent request, the information and location information of the customer appears on the status board, the dispatching personnel waiting within a radius of 5 ~ 20km with the customer At the same time, they are represented by Geographic Information System (GIS). Then, as shown in FIG. 7B, the actual traveling distance between each dispatching agent is calculated based on the corresponding customer, and the dispatching agent located at the shortest distance is selected. When the dispatcher receives the dispatch instruction and selects the dispatch confirmation, the dispatch route and the dispatch progress status appear on the status board while the WAP text is transmitted to the dispatch dispatcher as shown in FIG. 7C. As the confirmation of the dispatch status is shown through the monitor as shown in FIG. 7D and the contents are automatically stored, it can be provided when a customer's confirmation request or complaint is received. In addition, as shown in Figure 7e to manage the dispatch status check and progress status of all dispatch personnel, and separately manage the dispatch personnel as shown in Figure 7f, to provide a more accurate and improved service.

8 is a view showing an embodiment of a process from dispatch dispatcher to dispatch service report through the WAP in the unmanned automated emergency dispatch service method according to the present invention.

In the system according to the present invention, when dispatching instructions to the dispatcher by SMS, the information exchange between the incident reception center and dispatcher, such as the dispatch request confirmation and dispatch report using the WAP (Wireless Application Protocol) is performed automatically. First, when the reception inquiry screen 410 is displayed on the mobile communication terminal screen carried by the dispatcher, the dispatcher selects the dispatch confirmation, and arrives at the scene at the dispatch and reports the arrival 420. Thereafter, after processing the service requested by the customer, the processing result 430 is reported, and the emergency dispatch service is completed by completing the completion report 440 indicating that all the service processes are completed.

Next, after the dispatch service according to the accident reception is completed, a VMS monitoring system for monitoring the satisfaction of the service user using the VMS (Voice Mail Service) is made. The VMS monitoring system can secure the accuracy of the timing of monitoring satisfaction to customers by introducing the WAP system with dispatch personnel in real time.

In addition, based on the monitoring results, a different score system may be introduced to the customer's satisfaction to apply a program for dispatching dispatch personnel to excellent dispatching personnel.

In addition, customers who have received emergency dispatch service can check their service history on the homepage of the insurance company, and can take a survey on service satisfaction in addition to VMS monitoring.

9A and 9B are views illustrating a comparison between a conventional emergency dispatch service and an unmanned automated emergency dispatch service method according to the present invention.

9A illustrates a conventional process of emergency dispatch service, when a customer requests a service through an agent, the received counselor finds out location information through a call with the customer, and then returns to the agent of the dispatcher. You must give dispatch instructions with location information. In this process, at least 40-60% of the reception time is required to locate and customer position-related cases account for 15-20% of the complaints. In addition, the delay in the process of delivering the customer's location information and dispatch instructions to the dispatcher after the dividend, and the work efficiency was reduced due to the inaccuracy of the happy call service time to monitor even after the service is completed.

On the other hand, as shown in Figure 9b, in the unmanned automated emergency dispatch service method according to the present invention when the customer receives ARS to the accident reception center to find out the location information of the customer carrying the mobile terminal and to the nearest distance to the customer By directly allocating the dispatched workers to WAP, the time from reception to dispatch can be reduced, and the number of personnel can be checked in real time through WAP while reducing the number of workers, thereby ensuring the accuracy of VMS monitoring timing.

Although the preferred embodiments of the present invention have been illustrated and described above, the present invention is not limited to the specific embodiments described above, and the present invention is not limited to the specific embodiments of the present invention without departing from the spirit of the present invention as claimed in the claims. Anyone skilled in the art can make various modifications, as well as such modifications are within the scope of the claims.

Unmanned automated emergency dispatch service method according to the present invention by introducing a location-based service (LBS) by requesting and grasping the customer's location information, automatic processing without relying on personnel from service reception to dispatch personnel dispatch and service result confirmation By doing so, it is possible to secure the speed and accuracy as compared to the conventional emergency service.

ARS automatic reception through automatic confirmation of customer location and automatic confirmation of contracts enables quick reception, shortens the time required in the reception process, and eliminates the inconvenience caused by delay in reception even during a call congestion.

In addition, by using the location-based services (LBS) can secure the location information of the customer quickly and accurately, even when the customer does not know their location in an unfamiliar area by accurate customer location to go to the emergency dispatch service request By providing the service, the reliability of the service can be improved and customer satisfaction can be realized. In addition, it can shorten the unnecessary response time required to confirm the location of the customer, thereby increasing the amount of work produced per hour, and can also resolve the complaints of the customer due to difficulty in positioning on the highway or the national road. In addition, it is possible to realize breakthrough process innovation by establishing ARS self-processing system in conjunction with the caller automatic identification (ANI) system.

In addition, by selecting the agent located at the shortest distance from the customer based on the location information of the dispatcher, not only can they provide faster service, but also use the WAP through the mobile communication terminal to the dispatcher rather than assigning them to the dispatcher. By allocating directly, the time required for delivery can be reduced. Location information for dispatch personnel can expect synergy effect through linking with LBS system according to the use of customer location information, and can also reduce the defective rate of VMS monitoring service by checking real-time location information and service status. .

As such, the unmanned automated emergency dispatch service method according to the present invention tracks the location of subscribers using the LBS and the caller automatic identification service (ANI) in response to an ARS automatic reception request using a mobile communication terminal when an emergency occurs. ARS automatic reception system that checks the automatic reception, LBS automatic control system that utilizes the location information of the dispatchers using the location-based service (LBS) and selects dispatchers through the automatic distance calculation, and SMS to the dispatcher Competitiveness of the service network consists of a mobile dispatch system that sends and receives subscriber location information using URL call-back and mobile-based WAP, and a VMS monitoring system that monitors the satisfaction of service users by using VMS. Demonstrate reinforcement and differentiation and implement advanced work systems.

Claims (5)

In applying for vehicle emergency situation SOS service of a car insurance subscriber using a mobile communication terminal, In accordance with the customer's ARS automatic reception, ARS confirms the location tracking and automatic reception of the customer who requested the service using location based service (LBS) and caller automatic identification (ANI) service that tracks the location of the customer who carries the mobile communication terminal. Automatic reception step; LBS automatic control network construction step of using the location information of the dispatching personnel using the location-based service (LBS) and selecting the dispatching personnel through automatic distance calculation; Mobile dispatch step of sending and receiving subscriber location information using SMS call request (URL call-back) and mobile-based WAP to dispatching personnel selected through the LBS automatic control network; Unmanned automated emergency dispatch service method characterized in that it comprises a VMS motoring step of monitoring the satisfaction of the service users using the VMS after the completion of the service by dispatching The method of claim 1, The ARS automatic reception step may include checking whether or not the customer agrees to provide location information after selecting an emergency service (SOS) service; Storing customer location information obtained using a location based service (LBS) after the customer agrees to provide the location information; After the location information is stored and using the caller automatic identification (ANI) information step of confirming the customer for the automatic contract matters and Unattended automated emergency dispatch service method comprising the step of the customer selects a desired service menu of a plurality of service menu. The method of claim 1, The LBS automatic control network building step includes receiving the location information of the customer from the accident reception center; Popping up information of dispatch personnel located within a radius of 5 to 20 km from the request area when the system inputs the received location information of the customer; and Unattended automated emergency dispatch service method comprising the step of selecting the dispatcher located at the shortest distance from the customer by calculating the actual travel distance based on the pop-up dispatcher information and the location information of the customer. The method of claim 3, wherein Unattended automated emergency dispatch service method characterized in that when providing the location information of the dispatching agent go through each step of confirming the consent of the dispatching personnel for providing the location information. The method of claim 1, The mobile dispatching step may include: verifying dispatching during the emergency dispatch reception inquiry process of the dispatching dispatcher after the SMS call request (URL call-back) to the selected dispatching dispatcher; An arrival reporting step of reporting whether the dispatcher arrives at the scene after confirmation of the dispatch of the dispatch agent or is canceled before / after dispatch; Unattended automated emergency dispatch service method characterized in that the dispatch personnel arriving on-site comprises the step of inputting the service processing result and reporting the completion.

Images