KR20090094899A - System and Method for providing Automatic Response service based on visual - Google Patents

Abstract

A system and a method for providing automatic response service based on visual are provided to receive additional information related to request service through a moving image, an image, and voice during latency time. A communication terminal(100) displays a screen in which the stored call center telephone number list is indicated. An automatic response workflow registration server(120) stores the automatic response workflow information which is received from a business entity(110). A visual call server(130) provides the result information according to the service request received from a call center server(140) to a communication terminal.

Description

System and Method for providing Automatic Response service based on visual

The present invention relates to a system and method for providing a visual answering service, and more particularly, when a visual call center server receives a call connection request message from a communication terminal, an automatic answering workflow for a call center telephone number included in the message. After extracting the information and transmitting it to the communication terminal, when the service request message is received from the communication terminal, it is determined whether the connection with the service provider call center server is necessary. When the time occurs, the additional information associated with the requested service is extracted during the waiting time and transmitted to the communication terminal, and when the waiting time is over, the service request message is transmitted to the corresponding service provider call center server to provide the result information on the requested service. The ratio received and provided to the communication terminal Relates to the Earl-based answering service provides systems and methods.

In general, an automatic response system (ARS) stores various types of service information in a voice form, and provides a prompt message for retrieving necessary information when a user makes a phone call and accesses the system according to a user's selection. Provide the corresponding voice message or make a call to the incoming call number.

In more detail, when the ARS service is performed, the user selects a desired item according to the guide message and sequentially proceeds to the next step.

However, in order to return to the previous step, the user does not only have to hang up again after the call, but also remembers the contents of the message correctly when the voice message is long. It is inconvenient to determine whether to proceed to the next step.

Also, although voice is a convenient means of communication between people, it has limitations in conveying its meaning.

In addition, the voice-oriented ARS service is a service that does not take into account the hearing impaired user at all, and if the message is long, the user may not accurately remember the contents and, if necessary, make a call to return to the previous step. You may have to hang up and call again.

In addition, the automatic answering service is made by listening to the voice guidance and entering a number key accordingly, there was an inconvenience that the user should wait while listening to the voice guidance.

In addition, if you listen to voice prompts incorrectly or need to enter multiple numbers consecutively, such as a card number or social security number, for a small payment, users who are not familiar with ARS services will have to go back to the first step even if they press the wrong number once. Not only does it take much time, but there is a problem that unnecessary call charges are added.

In addition, the hearing impaired may not use the answering machine.

Accordingly, the present invention has been made to solve the above problems, and an object of the present invention is to eliminate the inconvenience of the automatic answering voice type menu, and to provide a visual-based answering machine that provides a call center user interface composed of voice and visual data. To provide a service providing system and method.

Another object of the present invention is to provide a system and method for providing a visual-based answering service that can activate a service of a call center by enabling a visual view of a speech-based answering machine with a voice.

It is still another object of the present invention to provide a system and method for providing a visual answering service that can receive additional information related to a requested service during a waiting time when using a call center service through a video, an image, and a voice.

According to an aspect of the present invention to achieve the above object, in the system for providing a visual-based answering service, the communication terminal for requesting a call connection to the call center, visual answering workflow information for each answering service provider Stores and extracts the automatic response workflow information of the call center telephone number included in the call connection request message from the communication terminal and transmits the information to the communication terminal, if necessary according to the service request from the communication terminal. A visual call center server which connects to a server and transmits the service request and transmits the result information of the requested service to the communication terminal. When a service request message is received from the visual call center server, the result of the requested service is received. Extract information and send it to the visual call center server Is provided with a visual-based answering service providing system characterized in that it comprises an operator call center server.

The visual-based answering service providing system further includes an answering workflow registration server which receives the answering workflow information from the registered answering service provider and provides the answering call to the visual call center server.

The auto-response workflow information is auto-response menu information for each service provider, and may be in a voice or visual form.

The communication terminal is a wireless or wired communication terminal provided with a display unit and an audio unit, and call center list information is stored.

The visual call center server extracts additional information associated with the requested service during the waiting time and transmits the additional information to the communication terminal when the connection waiting time occurs when the service call center server is connected.

The visual call center server extracts the result information on the requested service and transmits the result information to the communication terminal when it is not necessary to access the operator call center server.

In addition, when the visual call center server is connected to the operator call center server, the visual call center server receives the result information on the requested service from the operator call center server and transmits the result information to the communication terminal.

The visual call center server may determine whether the communication terminal is a terminal capable of simultaneously using voice / visual data, and provides the automatic response workflow information or the service request result information as voice or visual according to the determination result.

According to another aspect of the present invention, in a system for providing a visual answering service, a communication terminal for requesting a call connection to a call center, visual answering workflow information is stored, and a call connection request message from the communication terminal Is received, and extracts the automatic response workflow information and transmits it to the communication terminal, and the operator call center server for extracting the result information for the requested service in accordance with the service request from the communication terminal to transmit to the communication terminal; A visual based answering machine service providing system is provided.

The visual-based answering service providing system may further include an answering workflow registration server that receives the answering workflow information from the answering service provider and provides it to the call center server.

The operator call center server determines whether the communication terminal is a terminal capable of simultaneously using voice / visual data, and provides the automatic response workflow information or service request result information in voice or visual according to the determination result.

According to another aspect of the present invention, a user interface module for interfacing with a communication terminal, a workflow information database in which visual autoresponder workflow information for each service provider is provided, and a call connection received through the user interface module Extracts the automatic response workflow information about the call center phone number included in the request message and transmits the information to the user interface module, and analyzes the service request message received through the user interface module to determine the need for connection with the corresponding call center server. If a workflow analysis module and a connection with the operator call center server are required, the service call message is transmitted to the operator call center server, and the result information of the requested service is transmitted to the communication terminal through the user interface module. There is provided a visual call center server for providing a visual-based answering service, characterized in that it comprises a service provider call center server interworking module.

The workflow analysis module, when a connection request message is received from the user interface module, a terminal information determination unit determining whether the communication terminal is capable of simultaneously using voice / visual data, and a call center telephone number included in the connection request message. Workflow information extraction unit for extracting the corresponding auto-response workflow information from the workflow information database to transmit to the user interface module, if a service request message is received from the user interface module, whether to connect to the operator call center server If it is determined that the connection is necessary, and transmits a service request message to the service provider call center server interworking module, and if it is determined that the connection is not necessary, extracts the result information for the requested service the user It includes a service request message analyzer for transmitting to the interface module.

The workflow information extracting unit transmits the voice or visual automatic response workflow information to the communication terminal according to the determination result of the terminal information determining unit from the extracted automatic response workflow information.

When the service call message is received from the workflow analysis module, the service provider call center server interworking module may request a connection to the service provider call center server, and a connection wait time may be generated when the service call request is made to the service provider call center server. If the waiting time occurs as a result of the determination of the waiting time determination unit, the user interface module extracts additional information associated with the requested service from the workflow information database during the waiting time. The additional information extracting unit for transmitting to the service, if the waiting time is determined as a result of the determination of the waiting time does not occur the service request message to the service provider call center server, and receives the result and transmits to the user interface module Request texture It includes an information transmitting and receiving.

The wait time determination unit determines whether the wait time occurs by receiving the wait time information from the operator call center server.

In addition, the wait time determination unit determines whether the wait time is generated using the number of call connections connected to the operator call center server.

The additional information extracting unit receives additional information associated with the requested service from the operator call center server during the waiting time and transmits the additional information to the user interface module.

According to another aspect of the invention, the user interface module for interfacing with the communication terminal, a workflow information database in which visual autoresponse workflow information is stored, and when a connection request message is received from the user interface module, A terminal information determination unit for determining whether the terminal is capable of simultaneously using voice and visual data, and extracting the automatic response workflow information corresponding to the call center telephone number included in the connection request message from the workflow information database to the user interface module. A workflow information extracting unit for transmitting and a service request result information extracting unit for extracting result information on the requested service and transmitting the result information on the requested service to the user interface module when a service request message is received from the user interface module; The operator call center server for providing a visual-based answering service is provided, characterized in that the.

The workflow information extracting unit transmits the voice or visual automatic response workflow information to the communication terminal according to the determination result of the terminal information determining unit among the extracted automatic response workflow information.

According to another aspect of the present invention, in a method for providing an answering service, (a) a communication terminal requesting a call connection to a call center, (b) a visual call center server call connection request of the communication terminal Extracting and transmitting the auto-answer workflow information for the corresponding call center telephone number to the communication terminal, (c) the service terminal requesting a service for the service menu selected from the auto-answer workflow information transmitted from the visual call center server; Generating and transmitting the message to the visual call center server; (d) when the visual call center server receives the service request message, it is determined whether it is necessary to connect with the corresponding operator call center server, and the operator call center server is required. Transmitting a service request message by accessing the service call; (e) the service call center server requesting a service Extracting the service request result information according to the message and transmitting the service request result information to the visual call center server; and (f) transmitting the service request result information to the communication terminal by the visual call center server. A method for providing an answering service is provided.

In the step (d), if the connection waiting time occurs when connecting to the operator call center server, further comprising the step of extracting additional information associated with the requested service during the waiting time and transmitting to the communication terminal A visual based answering machine service providing method is provided.

In addition, in the step (d), if the connection with the operator call center server is not necessary, extracting the corresponding service request result information and transmitting to the communication terminal further comprises a visual based answering service A provision method is provided.

According to another aspect of the present invention, the visual call center server in the method for providing an answering service to the communication terminal, (a) receiving and storing the visual answering workflow information from the answering service provider, ( b) when the call connection request message is received from the communication terminal, extracting the auto-response workflow information for the call center telephone number included in the message and transmitting the extracted information to the communication terminal, (c) the service request message from the communication terminal If it is received, determining whether or not the connection with the operator call center server, (d) If the determination result of the step (c) is required to send a service request message to the operator call center server, the connection is necessary Otherwise, extracting the corresponding service request result information from the provided database and transmitting the extracted service request result information to the communication terminal; Provided is a method for providing a visual based answering machine service including a.

In the step (d), when the connection with the operator call center server is required, requesting connection to the operator call center server, additional information related to the requested service during the waiting time when the connection waiting time caused by the connection request occurs Extracting and transmitting to the communication terminal, transmitting a service request message when connected to the operator call center server, receiving service request result information from the operator call center server, and transmitting the service request result information to the communication terminal. .

According to another aspect of the present invention, in a method for providing an answering service, (a) the communication terminal requesting a call connection to the operator call center server, (b) the operator call center server the call of the communication terminal Extracting and sending visual autoresponder workflow information to a communication terminal according to a connection request; (c) the service for a service menu selected by a user from among visual autoresponder workflow information transmitted from an operator call center server by the communication terminal; Generating and transmitting a request message to an operator call center server; and (d) extracting, by the operator call center server, service request result information corresponding to the service request message and transmitting the service request result information to the communication terminal to the communication terminal. Provided is a method for providing a visual based answering machine service.

The operator call center server stores visual autoresponse workflow information input by an autoresponder service provider.

The step (b) may include determining whether the communication terminal is a terminal capable of simultaneously using voice / visual data, extracting voice or visual auto-response workflow information according to the determination result, and transmitting the extracted information to the communication terminal. Include.

Accordingly, the present invention provides a system and method for providing a visual-based answering service that can visually view a voice-based answering machine with voice, thereby eliminating inconvenience of an answering menu and activating a call center service. can do.

In addition, it is possible to provide a system and method for providing a visual-based answering service that can receive additional information related to a requested service during a waiting time when using a call center service through a video, an image, and a voice.

In addition, it is possible to provide a visual-based answering service providing system light method that can minimize the boring of the waiting time by providing additional information related to the requested service, rather than repetition of a simple melody during the waiting time when using the call center.

Details of the above-described objects and technical configurations of the present invention and the effects thereof according to the present invention will be more clearly understood by the following detailed description based on the accompanying drawings.

1 is a block diagram schematically illustrating the configuration of a system for providing a visual answering service according to the present invention.

Referring to FIG. 1, a visual based answering service providing system includes a communication terminal 100, an answering service provider terminal 110, an answering workflow registration server 120, and a visual call center server. 130, operator call center servers 140a, 140b,..., 140n, hereinafter referred to as 140.

The communication terminal 100 stores a call center telephone number. The stored call center telephone number may be updated whenever a certain period or call center telephone number is changed.

Therefore, when the user of the communication terminal selects the call center phone number display menu using a predetermined specific key, the communication terminal 100 displays a screen on which the stored call center phone number list is displayed. When the user selects a desired call center telephone number based on the displayed list, the communication terminal 100 accesses the visual call center server 130 using the selected telephone number as a reception number.

In addition, the communication terminal 100 serves to visually provide the user with the voice information transmitted from the visual call center server 130.

The communication terminal 100 performing the above role may be a wireless or wired terminal having a display unit and an audio unit.

The autoresponder workflow registration server 120 receives and stores the autoresponder workflow information from the operator 110 who wants to provide a visual-based answering machine service. The automatic response workflow information includes a navigation menu provided to the user, image and video information according to a menu selected by the user, and the like.

That is, the autoresponder workflow registration server 120 stores the autoresponder workflow information in a standard extension of the VXML technology.

In the existing ARS, Voice Xml is used to define which rule is used to show the announcement by voice and the voice announcement according to the user's DTMF input. For example, the first time a customer makes a phone call, the first report is a lost credit card, the second reissue, the third usage history, etc. are voiced first.

However, the visual call center server 130 must first store what image is shown and what sound and image is shown when the user enters a number in the workflow information. Therefore, the visual workflow information stored in the autoresponder workflow registration server 120 and the visual call center server 130 is added to the following VXML.

1) Add <media> tag: In addition to video, audio and TTS can use <media> tag and indicate which video and audio will be shown.

<media type = "video / 3gpp" src = http: //aaa.com/generator/>

2) Add par attribute to <prompt> tag

The <prompt> tag is a tag that shows audio and video to customers and allows customers to respond. Do you add par to play multiple media in parallel or sequentially? That is, a tag for showing voice and video at the same time.

<prompt par = "true">

<media type = "application / Audio file" />

<media type = "video / 3gpp" Video file "/>

</ prompt>-> Audi

3) Add <record> tag: Tag to make it visible to actual Call Center employees.

Through the above three tag extensions, visual workflow information can be displayed on a video phone.

In addition, the automated response workflow registration server 120 provides the visual call center server 130 with the automatic response workflow input from the operator 110.

The visual call center server 130 stores auto-answer workflow information for each operator transmitted from the auto-response workflow registration server 120, and when the connection is requested from the communication terminal 100, the auto-answer work of the corresponding operator. The flow information is extracted and provided to the communication terminal 100.

At this time, the visual call center server 130 generates the automatic response workflow information of the operator as voice and visual data and provides it to the communication terminal 100.

In addition, the visual call center server 130 is interlocked with the operator call center server 140, and when a service request message is received from the communication terminal 100, requests the corresponding service from the operator call center server 140. do.

In addition, the visual call center server 130 receives the result information according to the service request from the operator call center server 140 and provides it to the communication terminal 100.

In addition, the visual call center server 130 extracts additional information related to the service requested by the communication terminal 100 when a waiting time occurs during the service request to the operator call center server 140. To provide.

For example, if a waiting time occurs while requesting a service from the operator call center server 140 for travel or a performance reservation, the visual call center server 130 adds to the destination or performance during the waiting time. Information is provided to the communication terminal 100 in a visual form together with voice. Here, the visual form refers to a form of text, an image, a video, and the like.

Detailed description of the visual call center server 130 performing the above role will be described with reference to FIG. 2.

The operator call center server 140 extracts and transmits response information about a service request message transmitted from the visual call center server 130. The response information may be audible information.

When using the call center using the system configured as described above, the user can be provided with visual data such as text as well as voice navigation for menu navigation, and thus can select a desired menu without listening to the call center menu.

In addition, inquiries can be confirmed through voice, text, and video. Through this, the user can recognize and confirm the inquired contents through various types of media.

For example, if you call the call center to inquire about your bank account, the menus appear as text and the menus are spoken. When the user selects the menu for checking the deposit and withdrawal history for one week, the user can check the statement by using an image and a voice.

In addition, when using the call center, additional information related to the requested service may be provided instead of repetition of simple melody during waiting time. Through this, users can minimize the waiting time boredom and provide differentiated call center services to operators.

Figure 2 is a block diagram schematically showing the configuration of the visual call center server according to the present invention, Figure 3 is a view showing the configuration of the workflow analysis module shown in Figure 2, Figure 4 is a service provider call center server shown in FIG. It is a figure which shows the structure of an interlocking module.

Referring to FIG. 2, the visual call center server includes a user interface module 210, a workflow information database 220, a workflow analysis module 230, and an operator call center server interworking module 140. .

The user interface module 210 communicates with and communicates with a communication terminal. That is, when a connection request is made from the communication terminal, the user interface module 210 generates a workflow information request message including a received telephone number included in a connection request message and transmits the generated workflow information request message to the workflow analysis module 230. .

In addition, when a service request message is received from the communication terminal, the user interface module 210 transmits the service request message to the workflow analysis module 230, and receives the result from the operator call center server to receive the corresponding communication terminal. It performs the function of passing on.

The workflow information database 220 stores voice and visual autoresponder workflow information for each call center service provider.

In addition, additional information related to each service is mapped in the workflow information database 220.

When the workflow analysis module 230 receives the workflow information request message from the user interface module 210, the workflow analysis module 230 searches the workflow information database 220 and automatically answers the call center telephone number included in the message. The flow information is extracted and transmitted to the user interface module 210.

In addition, when a service request message is received from the user interface module 210, the workflow analysis module 230 analyzes the message to determine whether it is necessary to access a corresponding service provider call center server, and as a result of the determination, the service provider call. If a service request is made to the center server, the service request message is transmitted to the operator call center server interworking module 240.

The workflow analysis module 230 performing the above role will be described in detail with reference to FIG. 3.

Referring to FIG. 3, the workflow analysis module 230 includes a terminal information determiner 232, a service request message analyzer 234, and a workflow information extractor 236.

When the workflow information request message is received from the user interface module 210, the terminal information determiner 232 determines whether the communication terminal is a terminal capable of simultaneously using voice / visual data.

The workflow information extractor 236 searches the workflow information database 220 to extract workflow information corresponding to a call center phone number included in the workflow information request message transmitted from the user interface module 210. Then, the workflow information is transmitted to the user interface module in the form of voice or visual according to the determination result of the terminal information determination unit 232 with respect to the extracted workflow information.

In other words, the workflow information extractor 236 determines that the communication terminal is capable of simultaneously using voice / data when the terminal information determiner 232 determines that the workflow information is extracted from the workflow information database 220. To generate voice and visual data to be provided to the communication terminal.

In addition, the workflow information extracting unit 236 provides the extracted workflow information to the communication terminal in the form of a voice if the communication terminal can use only voice as a result of the determination by the terminal information determining unit 232, If the communication terminal is visual only, the extracted workflow information is provided to the communication terminal in a visual form.

When the service request message is received from the user interface module 210, the service request message analyzer 234 analyzes the message and determines whether the service call message server needs to be connected.

If it is determined that access to the operator call center server is necessary, the service request message analyzer 234 transmits a service request message to the operator call center server interworking module 240.

If it is not necessary to access the operator call center server, the service request message analyzer 234 searches the workflow information database 236 and extracts result information on the requested service to the user interface. Send to module 210.

The operator call center server interworking module 240 is in charge of interworking with servers that provide service providers for each operator and performs a function of receiving service request result information requested by the communication terminal from the corresponding servers.

In addition, the operator call center server interworking module 240 extracts additional information related to the requested service and provides it to the communication terminal when a waiting time occurs in the operator call center server requesting the service.

The operator call center server interworking module 240 performing the above role will be described with reference to FIG. 4.

Referring to FIG. 4, the operator call center server interworking module 240 may include a connection requester 242, a wait time determination unit 244, an additional information extractor 246, and a service request result information transceiver 248. It includes.

When the service request message is received from the workflow analysis module 230, the access request unit 242 performs a role of requesting access to a corresponding operator call center server. That is, the access request unit 242 analyzes the service request message to determine the operator call center server, and performs a role of requesting access to the determined operator call center server.

The wait time determination unit 244 determines whether a wait time for accessing the operator call center server occurs when the connection request unit 242 requests access to the operator call center server. In this case, the wait time determination unit 244 determines the wait time by receiving the wait time information from the operator call center server, or whether the wait time occurs by using the number of call connections connected to the operator call center server Can be determined.

The additional information extracting unit 246 may determine additional information associated with the requested service during the waiting time in the workflow information database 220 when the waiting time occurs as a result of the determination of the waiting time determining unit 244. Extract it and send it to the user interface module 210.

If the waiting time does not occur as a result of the determination of the waiting time determination unit 244, the service request result information transmitting and receiving unit 248 transmits a service request message to a corresponding call center server, and receives the result. Send to the user interface module 210.

5 is a flowchart illustrating a method for providing a visual answering service according to the present invention, FIG. 6 is an exemplary view showing a call center telephone number list providing screen output to a communication terminal according to the present invention, and FIG. 7 is a communication according to the present invention. Exemplary diagram illustrating a workflow information providing screen output to a terminal.

Referring to FIG. 5, when a user selects a specific call center phone number using call center phone number list information embedded in the communication terminal (S500), the communication terminal requests a call connection to the selected phone number ( S502).

That is, when the communication terminal user selects a call center phone number display menu using a predetermined key, the communication terminal outputs the stored call center phone number list as shown in FIG. 6. Referring to FIG. 6, the company name and the phone number are displayed on the call center phone number list providing screen.

The user selects a desired call center telephone number by viewing the output call center telephone number list. Then, the communication terminal requests a call connection to the visual call center server using the selected call center telephone number as a reception number.

When the S502 is performed, the visual call center server extracts the autoresponder workflow information for the call center telephone number according to the call connection request (S504), and transmits the extracted workflow information to the communication terminal (S504). S506).

That is, the visual call center server determines the operator call center using the received telephone number included in the call connection request message. The visual call center server then searches the provided database to extract the autoresponder workflow information for the determined operator call center, and transmits the extracted workflow information to the communication terminal. Here, the workflow information transmitted to the communication terminal may be information of voice and visual form. The workflow information may be auto-response menu information.

When S506 is performed, the communication terminal outputs workflow information in the form of voice and visual (S508). That is, the communication terminal outputs the workflow information transmitted from the visual call center server in a visual form as shown in FIG. The communication terminal user selects a desired service number while viewing and listening to the output menu.

Then, when a desired service menu is selected by the user in the outputted workflow information (S510), the communication terminal generates a service request message for the selected menu and transmits it to the visual call center server (S512).

Then, the visual call center server accesses the operator call center server and transmits the service request message to the operator call center server (S514).

The operator call center server receiving the service request message determines whether the connection is saturated (S516), and if the determination result is not saturated, extracts service request result information and transmits the service request result information to the communication terminal through the visual call center server. (S518, S520). That is, the operator call center server determines whether it is a waiting time for access to the visual call center server. If the determination result is not the waiting time, the operator call center server extracts response information about the requested service and transmits the response information to the visual call center server.

If it is determined in S516 that the connection is saturated, the operator call center server extracts additional information associated with the requested service (S522), and extracts the extracted additional information to the communication terminal through the visual call center server. It transmits (S524, S526).

8 is a flowchart illustrating a method for providing an answering service to a communication terminal by a visual call center server according to the present invention.

Referring to FIG. 8, when a call connection request message is received from a communication terminal (S800), the visual call center server extracts and transmits the automatic response workflow information on the call center telephone number included in the message to the communication terminal ( S802, S804).

Then, when the visual call center server receives the service request message from the communication terminal (S806), it analyzes the service request message to determine whether it is necessary to access the service provider call center server (S808).

That is, the visual call center server analyzes the service request message and determines whether the corresponding service can be provided by the visual call center server or through the operator call center server. If the service can be provided by the service provider, it is unnecessary to connect with the service provider call center server. If the service can be provided through the service provider call center server, the service call center server needs to be connected.

If it is determined in S808 that the service call center server needs to be connected, the visual call center server requests the service call center server to determine whether it is connected (S810).

When the determination result is connected to the operator call center server, the visual call center server transmits the service request message to the operator call center server (S812).

Then, the operator call center server extracts the service request result information for the service request message and transmits it to the visual call center server.

The visual call center server receives service request result information from the operator call center server and transmits it to the communication terminal (S814).

If a waiting time due to a connection request with the service provider call center server occurs as a result of the determination of S810, the visual call center server transmits additional information related to the requested service to the communication terminal during the connection waiting time. (S816). In this case, the additional information transmitted to the communication terminal may be additional information extracted from a visual call center server or additional information received from the operator call center server.

If it is determined in S808 that the connection with the operator call center server is not necessary, the visual call center server extracts the result information on the requested service and transmits the result information to the communication terminal (S818).

9 is a diagram schematically illustrating a configuration of a system for providing a visual answering service according to another embodiment of the present invention.

Referring to FIG. 9, the visual-based answering service providing system includes a communication terminal 900, an answering service provider terminal 910, an answering machine workflow registration server 920, an operator call center server 930a, 930b, ..., 930n, hereinafter referred to as 930).

The communication terminal 900 stores a call center telephone number. The stored call center telephone number may be updated whenever a certain period or call center telephone number is changed.

Therefore, when the user of the communication terminal selects a call center phone number display menu using a predetermined specific key, the communication terminal 900 displays a screen on which the stored call center phone number list is displayed. When the user selects a desired call center telephone number based on the displayed list, the communication terminal 900 accesses an operator call center server 930 using the selected telephone number as a reception number.

In addition, the communication terminal 900 serves to visually provide the user with the voice information transmitted from the operator call center server 930.

The communication terminal 900 performing the above role may be a wireless or wired terminal having a display unit and an audio unit.

The autoresponder workflow registration server 920 receives and stores the autoresponder workflow information from the operator 910 who wants to provide a visual-based autoresponder service. The automatic response workflow information includes a navigation menu provided to the user, image and video information according to a menu selected by the user, and the like.

In addition, the autoresponder workflow registration server 920 provides an autoresponder workflow input from the operator 910 to the operator call center server 930.

The operator call center server 930 stores the autoresponder workflow information transmitted from the autoresponder workflow registration server 920, and when the connection is requested from the communication terminal 900, the autoresponder workflow information of the operator. Extract it and provide it to the communication terminal 900.

In this case, the operator call center server 930 generates the operator's auto-response workflow information as voice and visual data and provides it to the communication terminal 900.

The operator call center server 930 extracts the automatic response workflow information for the call center telephone number included in the call connection request message from the communication terminal 900 and transmits the information to the communication terminal 900. According to the service request from the 900, the result information on the requested service is extracted and transmitted to the communication terminal 900.

A detailed description of the operator call center server 930 performing the above role will be described with reference to FIG. 10.

When using the call center using the system configured as described above, the user can be provided with visual data such as text as well as voice menu navigation, and thus can select a desired menu without listening to the call center menu. .

In addition, inquiries can be confirmed through voice, text, and video. Through this, the user can recognize and confirm the inquired contents through various types of media.

FIG. 10 is a block diagram schematically illustrating a configuration of an operator call center server illustrated in FIG. 9.

Referring to FIG. 10, the operator call center server 930 may include a user interface 932 for interfacing with a communication terminal, a workflow information database 934 for storing visual autoresponse workflow information, and a terminal information determination unit 936. ), A workflow information extractor 938, and a service request result information extractor 940.

When the access request message is received from the user interface 932, the terminal information determining unit 936 determines whether the communication terminal is a terminal capable of simultaneously using voice / visual data.

The workflow information extracting unit 938 extracts, from the workflow information database 934, the automatic response workflow information corresponding to the call center phone number included in the access request message and transmits the information to the user interface module 932.

When the service request message is received from the user interface module 932, the service request result information extractor 940 extracts the result information about the requested service and transmits the result information to the user interface module 932.

The user interface unit 932 provides the service request result information to the communication terminal. In this case, the service request result information may be voice or visual data.

11 is a flowchart illustrating a method for providing a visual answering service according to another embodiment of the present invention.

Referring to FIG. 11, when a user of a communication terminal selects a specific call center phone number by using call center phone number list information embedded in the communication terminal, the communication terminal makes a call connection to an operator call center server corresponding to the selected phone number. Request (S1100).

Then, the operator call center server extracts the autoresponder workflow information according to the call connection request and transmits it to the communication terminal (S1102).

In this case, the operator call center server determines whether the communication terminal is a terminal capable of using voice / visual data at the same time, and extracts the voice or visual autoresponder workflow information according to the determination result and transmits it to the communication terminal.

Then, the communication terminal outputs workflow information in the form of voice and visual (S1104). That is, the communication terminal outputs the workflow information transmitted from the operator call center server in a visual form and also in voice. The communication terminal user selects a desired service number while viewing and listening to the output menu.

Then, when the desired service menu is selected by the user from the outputted autoresponder workflow information (S1106), the communication terminal generates a service request message for the selected menu and transmits it to the operator call center server (S1108). ).

Then, the operator call center server extracts the service request result information corresponding to the service request message and transmits it to the communication terminal (S1110).

In this case, the service request result information output to the communication terminal may be voice or visual.

As such, those skilled in the art will appreciate that the present invention can be implemented in other specific forms without changing the technical spirit or essential features thereof. Therefore, the above-described embodiments are to be understood as illustrative in all respects and not as restrictive. 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.

The visual and automatic answering service providing system and method according to the present invention can eliminate inconvenience of the answering machine voice type menu and receive additional information related to the requested service during the waiting time when using the call center service through video, image and voice. It can be applied to answering service.

1 is a block diagram schematically showing the configuration of a system for providing a visual answering service according to the present invention;

Figure 2 is a block diagram schematically showing the configuration of a visual call center server according to the present invention.

3 is a diagram showing the configuration of the workflow analysis module shown in FIG. 2;

4 is a view showing the configuration of the operator call center server interworking module shown in FIG.

5 is a flowchart illustrating a method for providing a visual answering service according to the present invention.

Figure 6 is an exemplary view showing a call center telephone number list providing screen output to the communication terminal according to the present invention.

7 is an exemplary view showing a workflow information providing screen output to a communication terminal according to the present invention.

8 is a flowchart illustrating a method in which a visual call center server according to the present invention provides an answering service to a communication terminal.

9 is a diagram schematically showing the configuration of a system for providing a visual answering machine according to another embodiment of the present invention.

FIG. 10 is a block diagram schematically illustrating a configuration of an operator call center server illustrated in FIG. 9.

11 is a flowchart illustrating a method for providing a visual answering service according to another embodiment of the present invention.

<Explanation of symbols for the main parts of the drawings>

100, 900: communication terminal 110, 910: automatic response service provider terminal

120, 920: automatic response workflow registration server

130: visual call center server 140,930: operator call center server

210, 932: user interface module

220, 934: Workflow Information Database

230: workflow analysis module 232, 936: terminal information determination unit

234: service request message analysis unit 236,938: workflow information extraction unit

240: operator call center server interworking module

242: connection request unit 244: wait time determination unit

246: additional information extraction unit 248: service request result information transmission and reception unit

940: service request result information extraction unit

Claims (32)

In the system for providing a visual answering service, A communication terminal for requesting a call connection to a call center; Visual autoresponder workflow information for each service provider is stored, and the autoresponder workflow information for the call center telephone number included in the call connection request message from the communication terminal is extracted and transmitted to the communication terminal. A visual call center server which accesses the service provider call center server and transmits the service request if necessary according to the service request from the terminal, and transmits the result information on the requested service to the communication terminal; and An operator call center server extracting result information on the requested service and transmitting the result information on the requested service to the visual call center server when the service request message is received from the visual call center server; Visual based answering machine service providing system comprising a. The method of claim 1, And an autoresponder workflow registration server configured to receive autoresponder workflow information from an autoresponder service provider and provide the visual call center server to the visual call center server. The method of claim 1, The answering machine workflow information is a visual-based answering service providing system, characterized in that the information for each answer auto-responder. The method of claim 1, The answering machine workflow information is a visual-based answering machine service system, characterized in that the voice or visual (visual) form. The method of claim 1, And the communication terminal is a wireless or wired communication terminal having a display unit and an audio unit. The method of claim 1, And a call center list information is stored in the communication terminal. The method of claim 1, The visual call center server extracts the additional information associated with the requested service during the waiting time and transmits the additional information to the communication terminal during the waiting time when the access call time occurs when the service call center server is connected. Service delivery system. The method of claim 1, And the visual call center server extracts the result information on the requested service and transmits the result information to the communication terminal when the visual call center server does not need access to the operator call center server. The method of claim 1, When the visual call center server is connected to the operator call center server, the visual call answering service providing system, characterized in that for receiving the result information on the requested service from the operator call center server to transmit to the communication terminal. The method of claim 1, The visual call center server determines whether the communication terminal is a terminal capable of simultaneously using voice / visual data, and provides the automatic response workflow information or service request result information in voice or visual according to the determination result. Visual-based answering service providing system. In the system for providing a visual answering service, A communication terminal for requesting a call connection to a call center; Visual autoresponder workflow information is stored, and when a call connection request message is received from the communication terminal, the autoresponder workflow information is extracted and transmitted to the communication terminal, and a request for a service requested by the service terminal from the communication terminal is obtained. An operator call center server extracting result information and transmitting the result information to the communication terminal; Visual based answering machine service providing system comprising a. The method of claim 11, And an autoresponder workflow registration server configured to receive autoresponder workflow information from an autoresponder service provider and provide the provider to the operator call center server. The method of claim 11, The answering machine workflow information is a visual-based answering machine service system, characterized in that the voice or visual (visual) form. The method of claim 1, The operator call center server determines whether the communication terminal is a terminal capable of simultaneous use of voice and visual data, and provides the answering workflow information or the service request result information as voice or visual according to the determination result. Visual-based answering service providing system. A user interface module for interfacing with a communication terminal; A workflow information database in which visual autoresponse workflow information for each provider is stored; Extract the automatic response workflow information for the call center phone number included in the call connection request message received through the user interface module and transmit the information to the user interface module, and analyze the service request message received through the user interface module. Workflow analysis module for determining whether the connection with the operator call center server; And Interworking with the operator call center server that accesses the operator call center server to transmit the service request message and transmits the result information on the requested service to the communication terminal through the user interface module. module; Visual call center server for providing a visual-based answering service comprising a. The method of claim 15, The workflow analysis module, A terminal information determination unit determining whether the communication terminal is a terminal capable of simultaneously using voice / visual data when a connection request message is received from the user interface module; A workflow information extracting unit for extracting the automatic response workflow information corresponding to the call center phone number included in the access request message from the workflow information database and transmitting the extracted information to the user interface module; and When the service request message is received from the user interface module, the service call message is transmitted to the service provider call center server interworking module when it is determined that the service call message is required. And a service request message analyzer for extracting the result information of the requested service and transmitting the result information to the user interface module if it is determined that the information is not provided. The method of claim 16, The workflow information extracting unit transmits a voice or visual autoresponse workflow information to a communication terminal according to a determination result of the terminal information determining unit from the extracted autoresponder workflow information. Call Center Server. The method of claim 15, The operator call center server interworking module, A connection request unit requesting an access to a service provider call center server when a service request message is received from the workflow analysis module; A wait time determination unit that determines whether a connection wait time occurs when a connection request is made to an operator call center server through the access request unit; An additional information extracting unit extracting additional information associated with the requested service from the workflow information database and transmitting the additional information associated with the requested service to the user interface module during the waiting time as a result of the determination of the waiting time determining unit; And a service request result information transmitting / receiving unit for transmitting a service request message to the operator call center server and receiving the result and transmitting the result to the user interface module when the waiting time does not occur. A visual call center server for providing visual based answering service. The method of claim 18, The wait time determination unit determines the wait time information from the operator call center server visual call center server for providing a visual-based answering service, characterized in that it determines whether the waiting time occurs. The method of claim 18, The visual call center server for providing a visual-based answering service, characterized in that the determining whether the waiting time occurs using the number of call connections connected to the operator call center server. The method of claim 18, And the additional information extracting unit receives additional information associated with the requested service from the operator call center server and transmits the additional information related to the requested service to a user interface module during a waiting time. A user interface unit for interfacing with a communication terminal; A workflow information database in which visual autoresponder workflow information is stored; A terminal information determination unit determining whether the communication terminal is a terminal capable of simultaneously using voice / visual data when a connection request message is received from the user interface module; A workflow information extraction unit for extracting the automatic response workflow information corresponding to the call center phone number included in the access request message from the workflow information database and transmitting the extracted information to the user interface module; and A service request result information extracting unit, when the service request message is received from the user interface module, extracts result information about the requested service and transmits the result information to the user interface module; Operator call center server for providing a visual-based answering service comprising a. The method of claim 22, The workflow information extractor transmits voice or visual autoresponder workflow information to the communication terminal according to the determination result of the terminal information determiner from the extracted autoresponder workflow information. Call Center Server. In the method for providing an answering service, (a) a communication terminal requesting a call connection to a call center; (b) a visual call center server extracting the auto-answer workflow information for the corresponding call center telephone number according to the call connection request of the communication terminal and transmitting the extracted information to the communication terminal; (c) generating, by the communication terminal, a service request message for a service menu selected by a user from the answering machine workflow information transmitted from the visual call center server and transmitting the generated service request message to the visual call center server; (d) when the visual call center server receives the service request message, determining whether the service call message is needed by the visual call center server and accessing the service provider call center server to transmit the service request message when the service call message is needed; (e) extracting, by the operator call center server, service request result information according to a service request message and transmitting the service request result information to the visual call center server; and (f) the visual call center server transmitting the service request result information to a communication terminal; Visual-based answering service providing method comprising a. The method of claim 24, Step (c) is, Outputting visual autoresponse workflow information sent from the visual auto call center server; When a desired service menu is selected by the user in the output visual autoresponder workflow information, generating a service request message for the selected menu and transmitting the generated service request message to the visual call center server. How to Provide Response Service. The method of claim 24, In the step (d), if the connection waiting time occurs when the connection with the operator call center server further comprises the step of extracting the additional information associated with the requested service during the waiting time and transmitting to the communication terminal To provide a visual-based answering service. The method of claim 24, In the step (d), if the connection with the operator call center server is not necessary, extracting the corresponding service request result information and transmitting to the communication terminal further comprises a visual-based answering service providing method . In the method for the visual call center server to provide an answering service to the communication terminal, (a) receiving and storing visual autoresponder workflow information from an autoresponder service provider; (b) if a call connection request message is received from the communication terminal, extracting the auto-answer workflow information for the call center telephone number included in the message and transmitting the extracted information to the communication terminal; (c) if a service request message is received from the communication terminal, determining whether a connection with a corresponding operator call center server is necessary; and (d) transmitting a service request message to the service provider call center server if the determination result of step (c) is necessary; step; Visual-based answering service providing method comprising a. The method of claim 28, In the step (d), Requesting access to an operator call center server when access to the operator call center server is required; Extracting additional information related to the requested service during the waiting time when the connection waiting time is generated by the access request and transmitting the additional information to the communication terminal; Transmitting a service request message when connected to the operator call center server; and And receiving the service request result information from the operator call center server and transmitting the received service request result information to the communication terminal. In the method for providing an answering service, (a) a communication terminal requesting a call connection to an operator call center server; (b) extracting, by the operator call center server, visual answering workflow information according to a call connection request from the communication terminal and transmitting the extracted information to the communication terminal; (c) generating, by the communication terminal, a service request message for a service menu selected by a user among visual answering workflow information transmitted from the operator call center server and transmitting the generated service request message to the operator call center server; and (d) extracting, by the operator call center server, service request result information corresponding to the service request message to the communication terminal; Visual-based answering service providing method comprising a. The method of claim 30, And the visual answering workflow information input by the answering service provider is stored in the operator call center server. The method of claim 30, In step (b), Determining whether the communication terminal is a terminal capable of using voice / visual data simultaneously; And extracting voice or visual autoresponder workflow information according to the determination result and transmitting the extracted voice or visual autoresponder workflow information to the communication terminal.

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