KR20080086673A - Caller customizing ars system - Google Patents

Abstract

A customized ARS processing system is provided to allow a user to listen to an ARS service in voice, change a time menu ARS, or perform call communication with an operator. A PI(Push Indicator)(110) provides a menu screen image corresponding to an ARS voice message to a mobile terminal(10). A database(130) stores various information of a user, a service history particulars of the user, various contents or information related to the ARS service, and also stores connection history of the mobile terminal. An ARS system(100) determines what is data or a service frequently requested by the mobile terminal, and determines the order of menus to be displayed on a display unit(11). A push message is generated to correspond to a guidance menu item of an ARS voice message requested by the mobile terminal and express a visualized guidance menu wit respect to the ARS voice message guidance menu. When the mobile terminal selects the visualized guidance menu, corresponding select information is obtained and one or more of a service, information and contents corresponding to the selected guidance menu to the mobile terminal.

Description

Custom Customizing ARS System

1 is a block diagram of a custom ARS processing system according to the present invention;

FIG. 2 is a view showing an example of operation of the ARS processing system shown in FIG. 1;

3 is a diagram illustrating another example of operation of the ARS processing system shown in FIG. 1;

4 to 8 are views showing still another example of operation of the ARS processing system shown in FIG.

9 is a diagram illustrating an example of a menu item provided to a portable terminal in PCI;

10 and 11 illustrate examples of menu items displayed on a display device (for example, liquid crystal) provided in a mobile terminal of a customer.

12 is a view showing an example of operation of the ARS processing system shown in FIG.

FIG. 13 is a diagram showing another example of operation of the ARS processing system shown in FIG. 1; and

14 to 18 show another operation example of the ARS processing system shown in FIG. 1.

* Description of the symbols for the main parts of the drawings *

10: portable terminal 11: display device

12: plug-in module

The present invention relates to a user-customized ARS processing system, by providing a visualized menu-type ARS to a customer's mobile terminal, by allowing the customer to directly select the desired item through a visualized menu-based ARS, the customer provides the ARS service The present invention relates to a custom ARS processing system that can be used more conveniently.

In general, ARS services are designed to reduce the number of agents and to efficiently handle the guidance requested from multiple customers. In general, when the customer requests a call connection, the ARS service transmits a guide message prepared in advance to the terminal of the customer, and is configured to provide the submenu to the customer according to the number selected by the customer. If there are a large number of submenus or a large amount of information included in each menu, and it takes a long time to listen, the customer must continuously listen to the voice messages for all the menus that do not need to be heard in order to select the desired menu. If you select the wrong number for the desired menu, there is an inconvenience to return to the upper menu or start again from the beginning. In this regard, the present applicant intends to propose a user-customized ARS processing system that provides a visualized menu screen to a mobile terminal so that a user can directly access a desired menu.

In addition, a typical ARS service provides only the information (or content) that the customer ultimately wants, so that the customer may be misrepresented, and it is not easy for the customer to listen to the voice message and write it down. Accordingly, the present applicant can provide visualized information (or content) to a mobile terminal of a customer, and through this, a user-customized ARS processing system that provides an ARS service easily and simply through a menu displayed on the mobile terminal.

As described above, an object of the present invention is to provide a user-customized ARS processing system that transmits a visualized menu ARS message to a mobile terminal and thereby directly accesses a desired item to receive an ARS service. Another object of the present invention is to provide a user-customized ARS processing system that allows a customer to select an ARS in the form of a voice or visualized menu while receiving an ARS service after dial-up. Another object of the present invention is to provide a menu visualized by a mobile terminal of a customer, and to provide a user-customized ARS processing system that enables the customer to visually view the final information (or content) selected through the menu. In addition, another object of the present invention is to provide a customized ARS processing system that obtains caller information of a customer's mobile terminal and provides an optimized (RS) customized ARS service to a customer based on the caller information obtained.

According to the present invention, a mobile terminal generates a push message corresponding to a guide menu item of an ARS voice message requested by a mobile terminal, and expresses a guide menu visualized with respect to the ARS voice message guide menu. When the portable terminal selects the visualized guide menu, the mobile terminal provides a content corresponding to the selected guide menu to the portable terminal.

According to the present invention, according to the present invention, the access history for the ARS processing system is inquired through the caller information of the mobile terminal that requests a call connection to the ARS processing system, and when the terminal requests the information inquiry, among the information prepared in advance It is achieved by a customized ARS processing system for determining and calling the order of the information according to the preference according to the access history, generating the called information as a push message and wirelessly transmitting the information to the mobile terminal.

According to the present invention, when a mobile terminal capable of wireless network communication requests a call connection, the above object transmits a voice announcement message for selecting one of a voice connection and a wireless data communication for the ARS service. Is selected by the user-defined ARS processing system that generates a push message providing a visualized menu for the ARS service and provides it to the mobile terminal when the wireless data communication connection is selected and vice versa. .

The voice guide message may be any one of an automated voice message provided by a call center and a guide message by a person.

According to the present invention, according to the present invention, a CID controller for detecting caller information of a mobile terminal for which a call connection is requested to an ARS number, and a guide message menud for an ARS voice message guide menu are provided. A PI (Push Initiator) for transmitting to the mobile terminal, generating a push message for the menu responded from the mobile terminal, and a PPG (Push Proxy Gateway) server for relaying the push message between the PI and the mobile terminal. The PI may include a server having guide data to be transmitted to the mobile terminal, and a personalized ARS processing system including PCI (Personal Customized Information) for selecting guide data corresponding to the caller information among the guide data. Is achieved.

The push message may include at least one submenu, a menu for making a voice call in connection with an agent, and a selection menu for selecting one of the ARS voice message and the submenu.

The push message may switch the ARS voice message and the submenu service in response to any one of a plurality of keys provided in the mobile terminal.

The CID controller may obtain subscriber information by analyzing caller information transmitted through a gateway of a mobile communication company, and provide the subscriber information to the PI.

The PI may determine the preference of the content selected and provided through the guide message according to the access history, and determine the arrangement order of the menuted guide message based on the guide message.

The above contents may include bank account information, securities company information, insurance company information, credit card company information, product information, service information, knowledge information, culture information, art information, and events. It can be either information or news.

The content may be formed by selectively combining text, charts, images, video, and audio signals.

The portable terminal includes a processor, a plurality of keys, and a display device, and upon receiving the push message, analyzes the push message and requests the processor to execute the push message, and a key input of a customer. It is preferable that a plug-in module having a function of requesting a guide message and content in response to the PI is installed.

The plug-in module may further include a function of setting a shortcut key to any one of a plurality of keys provided in the portable terminal, and a bookmark function of storing a URL corresponding to the guide message.

The plug-in module may request the PI for any one of the voice ARS, the visual menu ARS, and an agent connection in response to an input of any one of the keys.

The database includes a connection history of the mobile terminal that requested the call connection, wherein the time at which the mobile terminal requested the content, the field of the content, and the file name of the content are recorded. desirable.

The PCI determines the importance of the guide message and the content with reference to the database, and determines the configuration priority of the guide message included in the push message and the menu item of the content according to the determination result. Do.

Preferably, the mobile terminal is referred to by referring to a caller information of the mobile terminal requesting the call connection, a database for recording the type of information provided according to the caller information, and a connection history of the mobile terminal recorded in the database. It further includes a customizer for determining the content to provide.

According to the present invention, the above object is provided with preferred service information of a pre-registered customer, connected to a content server, and when the portable terminal requests a call connection to an ARS processing system, acquires customer information from a gateway of a mobile communication company. Determine the preferred service information for the mobile terminal, and convert the information according to the preferred service information from the content server into a push message, and provide it to the PPG to receive real-time information from the mobile terminal. Achieved by a custom ARS processing system.

Hereinafter, the present invention will be described in detail with reference to the accompanying drawings.

Figure 1 shows a block diagram of a user-customized ARS processing system according to the present invention.

According to the present invention, a user-customized ARS processing system includes a customer center phone number, a representative phone number, or a customer through a mobile terminal 10 equipped with a display device (eg, liquid crystal, organic EL, etc.) such as a mobile phone and a PDA. When calling another similar telephone number or requesting ARS service, the customer may process the ARS through a menu screen visualized through voice or display device, and the ARS service provided by the mobile terminal 10 may be used by the customer. It is possible to switch to a voice or menu type service according to the selection of the ARS service or the selection of the ARS service person. In addition, the user-customized ARS processing system 100 according to the present invention stores a guide service or content frequently used by a customer according to the access history of the mobile terminal, and sets the order and frequency displayed on the display apparatus 11 with reference to this. There is a feature to make it possible. First of all, the conventional ARS processing system is a sequential processing system that listens to voice messages and sequentially selects menus according to the guidance of the voice messages, but the present invention is displayed on the display device 11 provided in the mobile terminal 10. The visualized menu provides the desired information, and unlike the conventional ARS processing system, the most significant is that it does not rely on sequential processing. In addition, the ARS processing system of the present invention can obtain caller information such as a CID (Caller ID) corresponding to the mobile terminal 10, so that the initial confirmation of the user can be performed without input of a social security number or other recognition means for the user. can do. Therefore, except for a menu or service requiring a high level of security, an optimized guide service or menu or content may be provided to the user from the initial connection. The contents include bank account information, securities company providing information, insurance company providing information, credit card company providing information information, product information, service information, knowledge information, culture information, art information, event information And news. In addition, by reducing the call cost by processing the ARS through the visualized menu, there is an advantage that the customer can use the ARS service without spending a lot of time.

In the drawing, a customer calls a customer center telephone number, a representative telephone number, or a similar telephone number of a specific organization or institution in which the ARS processing system 100 of the present invention is installed through a mobile terminal, or provides an ARS service. When requesting, the ARS processing system 100 receiving or requesting the call receives and analyzes the caller information of the mobile terminal of the customer from the gateway of the mobile carrier to obtain the subscriber information, or the database 130 thereof. Search for to obtain user information. Through this process, the ARS processing system 100 can know the minimum identity information of the customer connected to the ARS processing system 100. Of course, a person who is not the owner of the portable terminal may access the ARS processing system 100 with the portable terminal, but this may not occur frequently. Therefore, the ARS processing system 100 of the present invention does not deny the existence of an authentication process for the user. However, since the ARS processing system 100 can grasp the information about the user to some extent, the user authentication process may be shortened (for example, checking only the back digit of the social security number), or some of the multi-step authentication process may be performed. It may be omitted. In addition, since the information about the user has already been probabilized first through the caller information, the user authentication is performed by comparing the authentication information of the customer and the information of the first user, which are transmitted from the mobile terminal. Since this is possible, the time required for user authentication is shortened. In addition, when a customer inputs wrong information, this corresponds to a probability low situation, so that security or authentication level for a user accessing the ARS processing system 100 may be strengthened than usual.

The ARS processing system 100 includes a PI (Push Initiator) and a database 130, the PI (3) provides a menu screen corresponding to the ARS voice message to the mobile terminal (10). The database 130 stores various information about the user, a service usage history of the user, or various contents or information related to the ARS service, and may store a connection history of the mobile terminal. Through this, the ARS processing system 100 determines what data or service the mobile terminal 10 frequently requests for the mobile terminal 10 that is frequently accessed, and is provided to the mobile terminal 10 according to the result. The order of menus (including a service menu and a content menu) to be displayed on the display apparatus 11 may be determined.

In the figure, a menu for bank inquiry, transaction history inquiry, and agent connection, that is, a financial transaction menu is illustrated as an example. However, the ARS processing system 100 according to the present invention includes a stock, an insurance, a card, and the like. Of course, the present invention is equally applicable to financial, public service, product or service AS, news, and other existing ARS service system. The ARS processing system 100 may provide the mobile terminal 10 with the changed information even if the mobile terminal 10 does not request it separately. For this purpose, the ARS processing system 100 includes a push message including the changed information. It is prepared to provide to the mobile terminal 10. Here, the push message may have a form in which one, two or more text, diagrams, images, videos, and audio signals are selectively combined, and the push message includes a voice ARS service, a visualized menu ARS service, and an agent. It may include a switching code for switching the services for the direct connection of each other. The switching code responds to any one of a plurality of keys provided in a mobile terminal (for example, a mobile phone), and when the customer selects a specific key, the switching code is notified to the ARS processing system 100 so that the customer can receive a voice ARS, a visualized menu ARS, And switch agent connections. For example, the "*" key selects the visual menu ARS, the "#" key selects the voice ARS, and the "00" is set to the agent connection, or the "*" key is pressed according to the number of times of pressing the "*" key. And the agent connection may be switched in sequence. Here, the mobile terminal 10 analyzes the push message and requests a processor provided in the mobile terminal to execute the push message, requests a guide message, and content to the ARS processing system 100 in response to a key input of a customer. The plug-in module 12 may be installed to include a function of setting a shortcut key in any one of a plurality of keys provided in the portable terminal, and a bookmark function for storing a URL corresponding to the guide message.

2 illustrates an embodiment of the ARS processing system shown in FIG. 1.

First, when the mobile terminal 10 of the customer connects a call to the call center 30 provided in the ARS processing system (call connection means calling a telephone number to make a telephone connection. 50 detects caller information of the mobile terminal 10 requesting the call connection through the gateway 22 of the mobile communication network operator and stores it in the subscriber ID database 101 provided in the PI (100). The ARS processing system then connects the call connection to the counselor computer 30. Optionally, the ARS processing system may query the subscriber ID database 11 for the caller information to the counselor computer 30 for the information of the customer, a service that may be related to the customer, or the subscriber frequently. Can be used to transfer services. Next, the counselor conducts a voice call with the user who requested the call connection to introduce the voice ARS and the visual menu ARS to the customer, and asks which one to use. At this time, the call between the counselor and the customer is of course relayed through the ARS processing system. The voice ARS refers to a general ARS service, which provides a voice message of a counselor to a mobile terminal, obtains number information selected from the mobile terminal 10, and proceeds to the next guide according to the visual menu. ARS provides a menu (for example, a top-down menu) consisting of an image or text to the mobile terminal 10, and allows a customer to select a desired item by directly selecting a visual menu item displayed on the mobile terminal 10, It means receiving the selected menu item information and performing subsequent ARS service according to the selection. For this purpose, the portable terminal 10 is preferably a mobile phone or a PDA provided with a display device (for example, LCD). At this time, since the customer has been identified from the initial stage through the caller information, since the services frequently used by the customer may be displayed on the agent computer 30, the counselor frequently responds to the customer. It is possible to determine whether the service to be used is better to use voice ARS or visual menu ARS, and may recommend better to the customer. Of course, the final decision as to which ARS service to receive is made by the customer. The final decision is preferably obtained by the button input of the mobile terminal 10.

An interface screen of the visual menu ARS displayed on the mobile terminal 10 is illustrated in FIG. 1.

Next, when the customer selects the time menu ARS, the ARS processing system obtains the selection information, and transmits the time menu ARS information to the customer's mobile terminal 10 in a WAP push message. At this time, the customer manipulates keys (0 to 9, special keys) provided in the mobile terminal 10 of the customer, or directly selects the desired item by a method such as a touch screen. In this case, unlike the voice ARS service, the customer can directly select a desired menu item, thereby greatly reducing the time for obtaining desired information. Next, the PI 100 requests the corresponding information to the content server 105 according to the number (or code) selected by the mobile terminal 10 and pushes the information provided by the content server 105 together with the subscriber information to the WAP. After conversion to a message, it is provided to the PG (Push Proxy Gateway) 80 of the mobile communication company connected to the wireless data communication. The PPG 80 transmits the WAP push message provided from the PI 100 to the mobile terminal 10 after processing a process of Accept control, Receive control, Parsing control, Client Addressing, and Protocol Conversion. Next, the mobile terminal 10 receives a new menu item through a WAP push message provided from the PPG 80, and selects one of the received menu items using the keys (0 to 9, special keys), Select a submenu item for any one of the received menu items. The menu item selected by the mobile terminal 10 is notified to the PPG 80, the PPG 80 notifies the PI 100 of the selected menu item, and the PI 100 is the content server 105 or the API 104. The content corresponding to the selected item is obtained from the WP push message, and is converted into a WAP push message and provided to the PPG 80. The PPG provides a push message provided from the PI 100 to the mobile terminal 10. If the mobile terminal 10 requests additional information through a menu item, the PPG 80 requests the information from the PI 100. Then, the PI 100 generates a push message for the requested information and transmits it to the PPG 80, and the PPG 80 repeats the process of providing it to the mobile terminal 10.

3 illustrates another embodiment of the ARS processing system shown in FIG. 1.

First, when the mobile terminal 10 connects to a call center 31 provided in the ARS processing system, the CID controller 50 obtains caller information of the mobile terminal 10 requesting to access the gateway gateway of the mobile communication company and transmits the PI information. It is stored in the subscriber ID database 101 provided in (100b). Next, a voice message of a counselor instructing the client's mobile terminal 10 to send a visual menu ARS is transmitted. Subsequently, the visual menu ARS is transmitted to the mobile terminal of the customer, and when the customer transmits the selection information of the menu in response to the visual menu ARS, the ARS processing system sends information or content corresponding to the menu to the mobile terminal of the customer. Transfer to (11).

FIG. 4 shows another embodiment of the ARS processing system shown in FIG. 1.

First, when the mobile terminal 10 connects to a call center 32 provided in the ARS processing system, the CID controller 50 detects caller information of the mobile terminal 10 requesting a call connection and transmits it to the PI 100c. It is stored in the subscriber ID database 122 is provided. Next, the call center agent inquires what the customer wants, orally listens to the customer's requirements from the customer, and informs the customer's requirements of the customer's mobile terminal 10 that meets the customer's requirements (visual menu ARS). May be provided as information that may be displayed on the mobile terminal 10 instead of a word.

In this case, the agent's computer 40 may be connected to the PI 100c and may be connected to the PCI 123 to access a visualized menu item, which may be displayed by the display device 41 provided in the agent's computer 40. The PCI 123 may include a menu item prepared in advance for each menu selectable by the customer, and the counselor selects one or more of the menu items displayed on the display device 41 of the agent computer 40 to carry the menu item. It may be transmitted to the terminal 10. In this case, the transmission may be a menu, but may be specific content or information having a specific characteristic (graph, text, table, text, image, etc.).

Here, the menu items provided from the PCI 123 to the counselor terminal 40 will be referred to together with FIG. 9.

9 illustrates an example of a menu item provided from the PCI 123 to the mobile terminal 10. The menu item shown is displayed on the display device provided in the customer's mobile terminal 10, 1. KOSPI index inquiry, 2, Interest daily trading volume inquiry, ..., and 6. KOSDAQ interest item inquiry The sub-items B and C of the items are selected by the customer using the key (not shown) of the mobile terminal 10. If the customer selects "3. KOSPI interested item inquiry", the corresponding sub-item (B) is displayed, and when the customer selects the "da" item again, the sub-item (C) for the "da" item Is displayed. As such, the menu item consisting of the item-sub item is provided in advance in the PCI 123, and when the customer selects the desired item through the mobile terminal 10, the item selected from the content server 125 or the API 124 is selected. Received the content according to the push message generating module 121 has a process for generating a push message for this. The PCI 123 described through FIG. 9 applies equally to other PCIs mentioned (or to be mentioned) in other embodiments of the present invention. The counselor calls the sub-menu containing the information or information required by the customer, and provides the information to the mobile terminal 10.

In the illustrated embodiment, since the agent directly views the menu item through the display device 41 and presents the menu item to the customer, an error caused by the agent (for example, an error of presenting a menu item different from the customer's request) is significantly reduced. You can.

FIG. 5 shows another operation example of the ARS processing system shown in FIG. 1.

First, when the mobile terminal 10 connects to a call center 33 provided in the ARS processing system, the CID controller 50 detects caller information of the mobile terminal 10 requesting a call connection and transmits it to the PI 100d. It is stored in the subscriber ID database 142 provided. Next, the call center 33 transmits the voice message to the mobile terminal 10. At this time, the voice message provided to the customer uses a normal voice ARS or provides a visual menu item to the customer's mobile terminal, and asks whether the customer uses a visual menu ARS service that allows the user to view and select the visual menu item. The content is inserted. As an example,

"Press 1 to use voice ARS service, press 2 to use visual menu ARS service." The voice message is provided to the customer's mobile terminal 10, and when the customer selects No. 1, the customer uses a normal, automated voice ARS service, and vice versa. A down menu item is displayed. The customer inquires a menu item displayed on the liquid crystal, places a selection bar on a desired item, and presses a "selection" key (not shown) provided in the mobile terminal 10 to notify the call center 33 of its decision. The call center 33 performs the normal voice ARS service when the customer selects the voice ARS service (for example, when the key is pressed 1), and in the opposite case (for example, when the key 2 is pressed), the liquid crystal of the mobile terminal 10. Shows menu items of the type shown in FIG. The PCI 144 calls a menu item and content corresponding to a service item selected by the customer, and the push message generation module 141 creates a push message for the menu item and provides it to the PPG 80. According to the present embodiment, a counselor for consulting with a customer is unnecessary, and the customer can receive the ARS service using a menu item without the user listening to a voice message except for the guidance message first heard by the customer.

FIG. 6 shows another operation example of the ARS processing system shown in FIG. 1.

5 is similar to FIG. 5 except that the voice message provided from the call center 34 to the mobile terminal 10 is not asked whether the customer uses the voice ARS or the visual menu ARS. It is characterized by guiding that ARS is provided. For example, the call center 34 notifies the mobile terminal 10 of the serviceable menu item to the customer, and when the customer selects a desired item using a key provided in the mobile terminal 10, the call center 34 selects a menu item for the selected item. Provided to the customer's mobile terminal (10). The other push message generation module 151, subscriber ID database 152, PCI 154, content server 155, and API 153 are the same as described with reference to Figs. To be omitted.

7 shows another example of operation of the ARS processing system shown in FIG.

First, when the customer connects to the call center 35 using the mobile terminal 10, the CID controller 50 detects caller information of the mobile terminal 10 that requests the call connection through the gateway 22 of the mobile communication company. And it is stored in the subscriber ID database 162 provided in the PI (100f). Next, PI 100f obtains information from PCI 164 to provide to the customer and generates a push message for it. At this time, the PI 100f determines a menu item to which the customer mainly connects (or to a pre-specified item) by referring to the subscriber ID database 162 and sends a push message for a service mainly used by the customer according to the determination result. Create One feature of this operation example is that the customer is not asked whether the voice ARS and the visual menu ARS are selected. This will be described with reference to FIGS. 10 and 11 together.

FIG. 10 illustrates menu items displayed on a display device (for example, liquid crystal) provided in the mobile terminal 10 of the customer. In the figure, the ratio of the item mainly used by the customer is displayed on the right side of the menu item. Item 1 shows 45%, item 2 shows 9%, and item 6 shows 6% utilization. This information is stored in the subscriber ID database 164.

1) caller information determined by the CID controller,

2) Log accessed by the caller

3) The caller has information on the utilization rate of the service item used by accessing the ARS service.

The customizer 166 may input information corresponding to 1) to 3) in the subscriber ID database 164 or may use the utilization rate as shown through the information 1) to 3) stored in the subscriber ID database 164. Calculate

The customizer 166 changes the order of the menu items by referring to the information 1) to 3) recorded in the subscriber ID database 164 when the mobile terminal 10 of the customer reconnects to the call center 35. . The order of the menu items follows the order of the ARS service items that the customer frequently uses. Although the drawings show the arrangement in the order of items 1, 5, 3, 6, 2, and 4, as shown in FIG. 11, the numbers of the items are rearranged so that 1, 2, 3, ..., 6 Of course it can also be in the order of.

Note that the matters shown in FIGS. 10 and 11 (rearranged order of menu items) are equally applicable to the embodiment of FIGS. 1 to 6 as well as the embodiment of FIG. 8 to be described later. Although the customizer 166 is shown in FIG. 7 only, it may operate in association with the subscriber ID database 101, 112, 122, 142, and 152 shown in FIGS. In this case, the customizer 166 may be inserted into each drawing (FIGS. 1 to 6), and it will be apparent that the customizer 166 may be applied to the whole of the present invention even if not described separately.

In FIG. 7, when the service mainly used by the customer is stock information in which the stock price fluctuates in real time, the PI 100f may not want to access other information other than the stock information or receive guidance about other information. You only need to generate a push message immediately for the information. To this end, the subscriber ID database 162 includes caller information (telephone number) of the customer, and service information mainly used by the customer. Preferably, the subscriber ID database 162 includes the interests (eg, stock information) registered by the customer in the PI 100f. Information may be included. The push message generated at PI 100f is provided to PPG 80. Here, although the stock information is illustrated as a service providing real time, various kinds of information, such as weather information and news, that vary with the passage of time may be serviced by the mobile terminal 10 of the customer. .

Next, the PPG 80 transmits the WAP push message provided from the PI 100f to the mobile terminal 10 after processing the processes of Accept control, Receive control, Parsing control, Client Addressing, and Protocol Conversion.

Next, the mobile terminal 10 receives a new menu item through a WAP push message provided from the PPG 80, and selects one of the received menu items using the keys (0 to 9, special keys), Select a submenu item for any one of the received menu items. Next, the item selected by the customer is provided to the PCI 164 on the PI 100f side, and the PI 100f acquires the content corresponding to the selected item from the content server 165 or the API 163 and sends it to the WAP push message. Transform and provide it to the PPG 80. The PPG 80 provides a push message provided from the PI 100f to the mobile terminal 10. If the mobile terminal 10 requests additional information through a menu item, the PPG 80 sends the PI 100f to the PI 100f. Requesting the information, the PI 100f generates a push message for the requested information and transmits it to the PPG 80, and the PPG 80 repeats the process of providing it to the mobile terminal 10. Therefore, in this embodiment, no separate manpower for operating the call center 35 is required at all, and the customer accesses the call center 35 using his mobile terminal 10, and the PI 100f needs information. The mobile terminal 10 can be provided in real time.

FIG. 8 shows another operation example of the ARS processing system shown in FIG. 1.

The illustrated operation example illustrates an operation example applied when the mobile terminal 10 does not need to request a separate service, and further simplifies the service concept described with reference to FIG. 7. In FIG. 7, the user can select a desired item by himself, whereas the present exemplary embodiment provides the customer with information or content desired by the customer without having to select a menu by the customer.

First, when a customer connects to a call center 36 using the mobile terminal 10, the CID controller 50 detects caller information of the mobile terminal 10 requesting a call connection and is provided in the PI 100g. The subscriber ID database 172 is provided. Next, the PI 100g compares the caller information detected by the CID controller 50 with the subscriber information previously stored in the subscriber ID database 172 to determine whether the customer is a registered customer. As a result of determination, when the mobile terminal 10 requesting the call connection is a registered number, the PI 100g determines the interest information of the customer according to the subscriber information included in the subscriber ID database 172, and the API 173, Or request information from the PCI 174. PI 100g then generates a push message for the information provided from PCI 174 or API 173 and provides it to PPG 80.

Next, the PPG 80 performs an Accept control, Receive control, Parsing control, Client Addressing, Protocol Conversion for the push message provided from the PI (100g), and transmits the push message to the mobile terminal (10). If the mobile terminal 10 requests additional information through the menu item, the PPG 80 requests the information to the PI 100g, and the PI 100g generates a push message for the requested information to generate the PPG 80. And the PPG 80 repeats the process of providing it to the mobile terminal 10. Here, the call center 36 that provides the ARS service is preferably limited to a function of providing only specific information (for example, stock quote information and weather information), and the customer accesses an ARS service system that provides only specialized information to provide the desired information. Receive one-way transmission. To this end, before receiving the ARS service according to the present example, it is preferable that the customer register his / her desired information through the call center 36 or the side operating the PI (100g). When the mobile terminal 10 accesses the call center 36, the mobile terminal 10 generates a push message for the interest information registered by the customer through caller information obtained through the CID controller 50.

Hereinafter, the present invention will be described in more detail with reference to FIGS. 12 to 18.

FIG. 12 shows an operation example of the ARS processing system shown in FIG. 1 and corresponds to FIG. 2 of the present invention. Reference numerals used in the description of this paragraph are based on the reference numerals shown in FIG. 12 and are independent of the reference numerals of FIGS. 2 to 10. First, when the user terminal requests a call connection to the ARS processing system, the CID controller 5 detects the number for which the call connection is requested and passes through the gateway of the mobile carrier or inquires its own customer ID database 11. Thus, the user information is obtained and provided to the database 11 provided in the Push Initiator (PI) 3. Next, the counselor interacts with the user and inquires of which service to select from the voice ARS service and the visual menu ARS service. When the customer selects the visual menu ARS, the selection information is obtained and the service type is set for the user terminal of the customer who requests the ARS service by accessing the PCI 6 through the counselor computer 12. The PI 3 calls the information corresponding to the item selected by the customer from the PCI 6, writes a push message including the user information therein, and transmits it to the PPG 2 provided on the mobile carrier side. The PPG 2 performs a procedure according to the PAP protocol, that is, access / receive, parsing control, client addressing, and protocol conversion, and converts the format into a format that can be expressed by the user's user terminal. Next, when the customer selects a confirmation key provided on the user terminal (eg, a mobile phone), the PPG 2 requests access to the PCI 6 according to an acknowledgment transmitted from the user terminal, and the customer requests content. In this case, the corresponding content is obtained from the server 8 through the content server 10 or the API 7 and transmitted to the user terminal. If the customer requests additional information through the visual menu ARS displayed on the mobile terminal, the PPG 2 requests the connection to the PCI 6 again to acquire the content and transmits the content to the user terminal.

FIG. 13 shows another operation example of the ARS processing system shown in FIG. 1 and corresponds to FIG. 3 of the present invention. Reference numerals used in the description of this paragraph are based on the reference numerals shown in FIG. 13 and are independent of the reference numerals of FIGS. 2 to 10. The operation example shown is similar to that shown in FIG. 12 except that after the user terminal is connected to the counselor, the counselor guides the customer to the visual menu ARS via voice. Subsequent processes are the same as the description of FIG. 12. That is, this operation example is characterized in that the customer does not select the voice ARS and the visual menu ARS, but the counselor selects and guides the visual menu ARS.

FIG. 14 illustrates another operation example of the ARS processing system shown in FIG. 1 and corresponds to FIG. 4 of the present invention. Reference numerals used in the description of this paragraph are based on the reference numerals shown in FIG. 14 and are independent of the reference numerals of FIGS. 2 to 10. The illustrated operation example is similar to that shown in FIG. 12, except that after the user terminal is connected with an agent, the agent performs a consultation with the customer via voice, and then the customer is requested to have a composition and responds to the requested item. FIG. 9 illustrates a model for providing (information or content) to a screen that can be displayed on a mobile terminal and providing the response (information or content) to the mobile terminal.

FIG. 15 illustrates another operation example of the ARS processing system shown in FIG. 1 and corresponds to FIG. 5 of the present invention. Reference numerals used in the description of this paragraph are based on the reference numerals shown in FIG. 15 and are not related to the reference numerals of FIGS. 2 to 10. Fig. 15 shows the customer whether to receive the voice ARS service or the visual menu ARS service by ARS voice guidance when the customer makes a phone call, and when the customer receives the selection of the voice ARS service from the mobile terminal, In case of proceeding with ARS service and receiving selection of time menu ARS service, providing time menu that can be displayed on the screen of the customer mobile terminal, and receiving menu selection information from the time menu from the customer mobile terminal. And a model for generating a service, information or content corresponding to the visual menu and transmitting the generated service, information or content to the portable terminal.

FIG. 16 illustrates another operation example of the ARS processing system shown in FIG. 1 and corresponds to FIG. 6 of the present invention. Reference numerals used in the description of this paragraph are based on the reference numerals shown in FIG. 16 and are not related to the reference numerals of FIGS. 2 to 10. 16 shows to the customer that the ARS voice guidance will provide a visual menu ARS service when the customer makes a call, provides a visual menu that can be displayed on the screen on the customer's mobile terminal, and the time from the customer's mobile terminal. When receiving menu selection information from a menu, a model for generating a service, information or content corresponding to the visual menu and transmitting the generated service, information or content to the mobile terminal is shown.

FIG. 17 illustrates another operation example of the ARS processing system shown in FIG. 1 and corresponds to FIG. 7 of the present invention. Reference numerals used in the description of this paragraph are based on the reference numerals shown in FIG. 17 and are not related to the reference numerals of FIGS. 2 to 10. FIG. 17 provides a visual menu that can be displayed on a screen of a mobile terminal immediately without an ARS voice prompt when a customer makes a phone call, and receives menu selection information from the visual menu from the mobile terminal. A model for generating a service, information or content corresponding to a visual menu and transmitting the generated service, information or content to the mobile terminal is shown.

FIG. 18 illustrates another operation example of the ARS processing system shown in FIG. 1 and corresponds to FIG. 8 of the present invention. Reference numerals used in the description of this paragraph are based on the reference numerals shown in FIG. 16 and are not related to the reference numerals of FIGS. 2 to 10. FIG. 18 illustrates a model of generating a service, information, or content desired by a customer without providing ARS voice guidance or visual menu when the customer makes a phone call, and transmitting the generated service, information, or content to the mobile terminal. Doing.

As described above, the present invention uses a mobile terminal such as a mobile phone to a customer center telephone number, a representative telephone number, or a similar telephone number of a specific organization or institution in which the ARS processing system 100 of the present invention is installed. The time required for the customer to use the ARS service by providing a visualized menu to the customer when making a call or requesting an ARS service, and by providing the corresponding content when the customer selects a desired item from the menu items. In addition to reducing the number of times, to avoid receiving unnecessary guidance message to receive the ARS service. In addition, the present invention by operating the keys provided in the mobile terminal to listen to the ARS service by voice, to switch back to the visual menu ARS, or to make a call with the agent by the ARS service according to the customer's convenience To receive. In addition, the present invention can further clarify the information delivery by enabling the visual information to the customer by expressing the information (or content) desired by the customer in multimedia such as text, image, and video. In addition, the present invention can obtain a customized service optimized for the customer based on the caller information by obtaining the caller information (CID, etc.) of the mobile terminal, the present invention is frequently used through the access frequency of the customer frequently using the ARS service By having the menu listed at the top, customers can use the ARS service more conveniently.

Claims (18)

Corresponds to the guide menu item of the ARS voice message requested by the mobile terminal, generates a push message representing a visualized guide menu for the ARS voice message guide menu, and provides it to the mobile terminal, When the portable terminal selects the visualized guide menu, the mobile terminal obtains the selection information and provides one or more of services, information, and contents corresponding to the selected guide menu to the portable terminal. . Make a call to a customer center phone number, a representative phone number, or a similar phone number of a predetermined organization or organization, obtain caller information of a mobile terminal requesting ARS service, and obtain the caller information through the obtained caller information. Inquiry of access history, When the portable terminal requests information inquiry, the mobile terminal determines and calls the order of the pre-prepared information according to the preference according to the access history among the pre-prepared information. The ARS processing system according to claim 1, wherein the prepared previously prepared information is generated as a push message and wirelessly transmitted to the portable terminal. When a mobile terminal capable of wireless data communication requests a call connection, the mobile terminal transmits a voice prompt message to select one of a voice connection to the ARS service and a wireless data communication connection. When the mobile terminal selects the wireless data communication connection, the mobile terminal generates a push message providing a visualized menu for the ARS service and provides the push message to the mobile terminal and vice versa. ARS processing system. The method of claim 3, The voice guidance message, User-defined ARS processing system, characterized in that any one of the automated voice message provided in the call center, and the guidance message by the agent. A CID controller which detects caller information of a mobile terminal calling a customer center telephone number, a representative telephone number, or a similar telephone number of a predetermined organization or organization, or requesting ARS service; A PI (Push Initiator) having a menud guide message for the ARS voice message guide menu, transmitting it to the mobile terminal, and generating a push message for the menu answered from the mobile terminal; And And a push proxy gateway (PPG) server for relaying push messages between the PI and the mobile terminal. The PI, A server having guide data to be transmitted to the mobile terminal; And And Personalized Information (PCI) for selecting guide data corresponding to the caller information among the guide data. The method of claim 5, The push message may be selected from at least one visualized submenu, a menu for making a voice call in connection with an agent, and a selection menu for selecting one of the ARS voice message and the visualized submenu. Custom ARS processing system characterized in that the above is included. The method of claim 5, The push message, And the voice ARS service and the visual menu ARS service in response to any one of a plurality of keys provided in the portable terminal. The method of claim 5, The CID controller, The user-customized ARS processing system, characterized in that to obtain the subscriber information by analyzing the caller information delivered through the gateway of the mobile carrier and provide it to the PI. The method of claim 8, The PI, The user's customized ARS processing system, characterized in that it determines the preference of the content selected and provided through the guide message according to the access history, and determines the arrangement order of the menuized guide message based on this. The method of claim 9, The content is, Among bank account information, securities company information, insurance company information, credit card company information, product information, service information, knowledge information, culture information, art information, event information and news. Custom ARS processing system, characterized in that any one. The method of claim 9, The content is, User-defined ARS processing system, characterized in that the text, diagram, image, video, and audio signal is formed by selectively combining. The method of claim 5, The mobile terminal, A processor, a plurality of keys, and a display device, Upon receiving the push message, a plug-in module is installed that analyzes the push message, requests the processor to execute the push message, and requests a guidance message and content to the PI in response to a key input of a customer. A customizable ARS processing system, characterized in that. The method of claim 12, The plug-in module, The user-customized ARS processing system, characterized in that it further comprises a function of setting a shortcut key to any one of the plurality of keys provided in the portable terminal, the bookmark for storing the URL corresponding to the guide message. The method of claim 12, The plug-in module, In response to the input of either of the keys, And request one of the voice ARS, the visual menu ARS, and an agent connection to the PI. The method of claim 5, The database, A connection history of the mobile terminal requesting the call connection; In the connection history, And a file name for the content, a time for which the mobile terminal requests the content, a field for the content, and a file name for the content. The method of claim 15, The PCI, Determining the importance of the guide message and the content with reference to the database; And a configuration priority of a guide message included in the push message and a menu item of content according to the determination result. The method of claim 5, A database for recording caller information of the mobile terminal requesting the call connection and the type of information provided according to the caller information; And And a customizer configured to determine contents to be provided to the portable terminal by referring to the connection history of the portable terminal recorded in the database. It is provided with the preference service information of the customer registered in advance, and connected to the content server, When the mobile terminal requests a call connection to the ARS processing system, the mobile terminal acquires customer information from the gateway of the mobile communication company, and determines preferred service information for the mobile terminal through this. And converting the information according to the preferred service information from the content server into a push message and providing the same to the PPG to receive real-time information from the mobile terminal.

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