KR20110019266A - System and method for video response service - Google Patents

Abstract

PURPOSE: A system for video response service and a method thereof are provide to offer a video response service using a video response system and a voice response system. CONSTITUTION: A voice response unit(200) offers a voice service to a terminal. A video response unit(100) offers the screen service corresponding to the user input to the terminal. A video response system requests a voice service corresponding to the video service to the terminal. The voice response and the video response are synchronized. The voice response part comprises a call control unit and a scenario process unit.

Description

Video Response Service Provision System and Service Provision Method {System and method for Video response service}

The present invention relates to a video response service providing system and a service providing method.

Recently, the popularity of 3G terminals or Voice of IP (VoIP) terminals capable of video calls is expanding. In addition, it is promoting the introduction of video-based services using connection centers and voice information services built with the existing audio response system (ARS).

However, there are still limited terminals capable of providing a video-based service, and even though the service is provided, the number of users who use the video call fee is not large. In addition, the current video response system (VRS) or intelligent video response system (IVVR) also has such a disadvantage.

VRS or IVVR is made by providing a video information to the terminal capable of video calls. It can be easily accessed by users using the ARS call method, but requires a system that performs a function for visualizing the information, and requires a professional manpower to visualize the information through the system. It is expensive to create and manage.

In addition, it is difficult to make a variety of UI (User Interface) because it uses a video screen, it is not easy to produce or change the scenario. In addition, in the screen-oriented VRS service, it is not easy to touch the screen or input information, and a separate function must be implemented. In addition, in terms of utilizing the ARS scenario, the scenario and the flow control must be re-created mainly on the screen, so that the existing ARS service provider has a burden of introducing a new system.

Accordingly, the present invention provides a video response service providing system for providing a video service to a user using a conventional video response system and a voice response system, and a service providing method using the same.

The system for providing a video response service to a terminal which is one feature of the present invention for achieving the technical problem of the present invention,

Voice response unit for providing a voice service to the terminal; And requesting the voice response unit to provide a screen service corresponding to a user input from the terminal to the terminal, and to provide the voice service corresponding to the screen service to the terminal. The voice service and the screen service. Includes a video response unit to synchronize.

According to another aspect of the present invention, there is provided a video response service providing system including a voice response unit and a video response unit to provide a video response service to a user terminal.

Analyzing input information input from a user and generating a synchronization control signal in synchronization with a screen service and a voice service; Transmitting the synchronization control signal and the input information to the voice response unit; Generating a screen service based on the voice information when receiving the information from the voice response unit; And providing the generated screen service to the terminal according to the synchronization control signal.

Accordingly, a terminal capable of making a video call using the existing voice response system and using the multi-channel according to the characteristics of the terminal transmits a service at the time when the voice response system and the video response system are synchronized, respectively, without a separate video generation procedure. The service may be provided in the form of a video response service.

In addition, the web-based infrastructure and manpower can be easily utilized, and the change in the voice response system can be minimized, thereby reducing the cost of switching from the voice response system to the video response service.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings so that those skilled in the art may easily implement the present invention. The present invention may, however, be embodied in many different forms and should not be construed as limited to the embodiments set forth herein. In the drawings, parts irrelevant to the description are omitted in order to clearly describe the present invention, and like reference numerals designate like parts throughout the specification.

Throughout the specification, when a part is said to "include" a certain component, it means that it can further include other components, without excluding other components unless specifically stated otherwise.

Hereinafter, a video response service providing system and a service providing method according to an exemplary embodiment of the present invention will be described with reference to the accompanying drawings.

1 is a schematic block diagram of a system for providing a video response service according to an embodiment of the present invention.

Referring to FIG. 1, the video response service providing system 10 includes a video response unit 100 corresponding to a VRS and an audio response unit 200 corresponding to an ARS, and an image response unit 100 and an audio response unit 200. Including interworking server 300 between).

The image response unit 100 provides an initial screen or screen service to the user's terminal 400, and provides a screen service corresponding to the received input when an input from the terminal 400 is received in response to the initial screen or screen service. Or control the service flow. The input from the terminal 400 may be performed by a touch of a screen browser providing a service screen or a dual tone multi frequency (DTMF) input.

In addition, when the video response unit 100 provides the user with the voice information and the screen information together as a video service, the video response unit 100 performs synchronization so that the voice service for the voice information and the screen service for the screen information can be transmitted at the same time. do. In this case, the user uses the terminal 400 equipped with a web browser, and receives the image received from the video response unit 100 through the web browser, and receives the voice received from the voice response unit 200 through the call line. It is provided. Thus, the user is provided with a video service including a voice service and a screen service.

The user access network includes a data channel for providing a screen and a voice channel for providing a voice. The user access network will be described using an intelligent network and a public switched telephone network (PSTN) as an example. The intelligent network determines whether the connection request call is a video response call or a voice response call by processing the service number and the subscriber information. If it is not a video request call, a service providing only an existing voice response may be used as it is.

The interlocking server 300 is positioned between the video response unit 100 and the audio response unit 200 to transmit a control signal in which the video response unit 100 synchronizes the screen service with the audio service. Transfer to the response unit 200. The video service and the voice service transmitted from the video response unit 100 and the voice response unit 200 through the interworking server 300 are synchronized and provided at the same time, without performing a separate video production procedure. This is to provide effects such as providing a video service to a user.

In addition, the companion server 300 receives the voice information collected by the voice response unit 200, extracts the information required for the screen output from the voice response unit 200, converts the transmission format of the extracted information, and converts the image response unit ( 100). For example, when a user reserves a ticket, information necessary for the reservation (for example, user name, contact information, ID assigned to each user, departure date, arrival date, time, etc.) is collected through the voice input of the terminal. Assume that

Then, the processed information should be displayed on the screen based on the information required for the reservation. The companion server 300 may transmit the information collected by the voice response unit 200 to the image response unit 100 to transmit the information to the image response unit 100. The voice response unit 100 converts the format of the collected information according to the format used in 100). In this case, since the speech is expressed by words, the input is not limited. However, only limited information is extracted because only limited information must be provided on the screen in order to provide the information on the screen.

The DTMF input may be input to the video response unit 100 or the audio response unit 200 according to the terminal 400. In the received part, the result is transmitted to the companion server 300, and the necessary information is extracted for each of them to be shown in video and audio, and then the format is converted to display the extracted information.

The voice response unit 200 receives a voice input from the terminal 400 and retrieves or manages service information stored in the database unit 250 connected to the voice response unit 200. The voice response unit 200 stores a scenario of a service for voice information to be provided to the user, and provides the corresponding service scenario to the user when the user requests to provide a voice service.

In addition, when the new voice information is requested based on the information input from the video response unit 100, the voice response unit 200 is connected to the database unit 250 linked with the voice response unit 200. Request and receive information. Then, a scenario is generated using the received information, and the received new voice information is transmitted to the image response unit 100 to generate a screen service.

Each component of such a system will be described in more detail with reference to FIG. 2.

2 is a detailed block diagram of a video response service providing system according to an exemplary embodiment of the present invention.

Referring to FIG. 2, the image response unit 100 includes a screen controller 110, a screen / voice synchronization unit 120, an engine unit 130, and an ARS system interface manager 140. The voice response unit 200 includes a call controller 210, a scenario processor 240, a voice recognizer 220, a voice output unit 230, and a database unit 250.

The screen controller 110 is interlocked with the screen browser 410 of the terminal 400 to receive and process the contents input by the user using the screen browser 410 of the terminal 400 or transfer the contents to the engine unit 130. The screen service is output to the screen of the terminal 400.

When the voice service and the screen service are simultaneously provided to the terminal 400 through the voice response unit 200, the screen / voice synchronization unit 120 may transmit the voice service and the image response unit to be transmitted through the voice response unit 200. The screen controller 110 generates a synchronization control signal for synchronizing the screen service to be transmitted to the screen browser 410 of the terminal 400. The generated synchronization control signal is transmitted to the voice response unit 200 through the companion server 300. In this way, a video service may be provided to a user without a procedure or a device for generating an image by combining a voice and a screen transmitted from the voice response unit 200 and the image response unit 100, respectively.

The engine unit 130 controls a scenario of a service to be provided to the user. And receiving the user input information through the screen control unit 110, generating a scenario to provide a screen service corresponding to the input information, informing the voice response unit 200 to generate a voice service to be provided with the screen service It also generates a control signal.

In addition, when the engine unit 130 receives new voice information through the voice response unit 200, the engine unit 130 may produce a scenario so as to provide it as a screen. In the embodiment of the present invention, the engine unit 130 will be described using an engine using a script language, SCXML (State Chart Xtensible Markup Language) as an example, so that the control of the service scenario and the production and modification of the service are easy. It is not.

The voice response unit interface manager 140 interlocks with the voice response unit 200 so that the voice may be transmitted at a time set in synchronization with the voice response unit 200 in the screen / voice synchronization unit 120. Transfer the generated sync control signal. Then, the information received through the video response unit 100 is transmitted to the voice response unit 200, and when new voice information is received from the voice response unit 200, it is transmitted to the engine unit 130. To this end, the voice response unit interface manager 140 is connected with the interworking server 300, and the interworking server 300 is again connected with the voice response unit 200.

That is, when the terminal 400 supports the image, the voice information received through the voice response unit 200 should be shown in a text form that can be recognized by a person through the screen of the terminal 400. To this end, the voice response unit interface manager 140 receives voice or button input information received from the voice response unit 200 and transmits the received voice or button input information to the engine unit 130 so as to be generated as a screen.

In addition, the screen input information input through the image response unit 100 is transmitted to the voice response unit 200 so that the scenario can be processed. The voice information received from the voice response unit 200 may be delivered to the voice response unit 200 through DTMF or a call module according to the type of the terminal 400, and the terminal 400 may support a video service. Is transmitted to the video response unit 100 through a browser.

Next, the voice response unit 200 connected to the video response unit 100 through the interworking server 300 will be described. The call control unit 210 of the voice response unit 200 may include a call module of the terminal 400. The input call received from the user is controlled through 420.

The scenario processor 240 processes a voice scenario for providing a voice service to the terminal 400. If the input information is analyzed and it is determined that the scenario corresponding to the voice may be provided to the terminal 400 as a voice service according to the existing voice response service, the scenario processing unit 240 stores the voice service previously stored in the terminal 400. ). However, in the case of providing a service including an image, the scenario processing unit 240 grasps a time point to be displayed on the screen and transmits the corresponding content to the image response unit 100 through the interworking server 300.

When using voice modality, the voice recognition unit 220 receives user voice data, performs voice recognition, and transmits the result to the scenario processor 240. Modality means one input / output medium. In the case of a general mobile terminal, DTMF, which is one of the signaling methods input through the terminal to determine a counterpart, may be one input modality. Since the information input to the DTMF is input through the video response unit 100 or the voice response unit 200 according to the terminal, in this case, the information is provided to the user through another modality such as voice or screen.

The voice output unit 230 is a part for processing the voice information to be heard by the user, and changes the text using the synthesis engine into a wave form. In the embodiment of the present invention, in addition to such a function, a voice to be heard by the user may be processed.

That is, the voice output unit 230 processes the information entered into the terminal 400 and provides the result to the user, or generates the necessary voice based on the request from the scenario processor 240 with the information received from the database unit 250. Sometimes. If the terminal 400 provides a video service, the scenario processing unit 240 responds to the video through the interworking server 300 so as to generate screen information when the screen output is required at the time of speech synthesis. Output to be transmitted to the unit (100).

Through such a structure, the synchronized screen information and voice information can be exchanged through various mobile communication networks according to the type and service number of the terminal 400. Next, a method of providing a service through a system according to an exemplary embodiment of the present invention will be described with reference to FIGS. 3A and 3B.

3A and 3B are flowcharts for providing a service according to an embodiment of the present invention.

The user accesses the service by inputting the service number using the voice call function through the call module 420 of the terminal 400 in the same manner as when using a general voice answering service (S100). When the user accesses the service using the terminal 400 as described above, the intelligent network determines whether the current connection is a voice response call or a video response call (S110).

The determination method may be defined as indicating that the currently connected call is a voice response call when connected through the call control unit 210 and indicating that it is a video response call when connected to the video response unit 100. Alternatively, in the case of a terminal capable of providing a video service, a short message is sent to the terminal 400 and a user who receives the message presses a button to directly open a web browser. Alternatively, an input button for connecting a voice answer call and an input button for connecting a video answer call may be separately provided to the terminal 400 to determine and determine the type of the button whose state is changed by the user. However, the judgment method is not necessarily limited to this.

If the connected call is a voice response call, the voice call service is provided to the user by proceeding with the existing voice response call flow. This will be described below with reference to FIG. 3B. However, in the case of a video answering call, while the voice call path for the voice response is connected, the intelligent network notifies that the call is connected to the video answering unit 100 (S120), and the video answering unit 100 uses a browser to the terminal 400. It transmits a command for notifying execution (S130).

Upon receiving the command, the terminal 400 executes a browser (S140) and brings up a service initial screen. When the user touches the browser screen using the terminal 400 on which the browser is executed or inputs a service to be provided using various types of input methods such as DTMF or voice input, the screen browser 410 of the terminal 400 is input. The input information is transmitted to the image response unit 100 (S150).

The engine unit 130 of the image response unit 100 that receives the input information from the terminal 400 analyzes the input information, and the screen / audio synchronization unit 120 synchronizes the screen service with the voice service (S170). ).

The synchronization control signal and input information generated by synchronizing the screen / voice synchronization unit 120 and generated are transmitted to the voice response unit 300 through the voice response interface manager 140 and the interworking server 300 (S180), and input. The scenario processor 240 that receives the information determines whether interworking with the database unit 250 is necessary based on the corresponding input information (S190). That is, if the contents of the input information can provide the service through the voice scenario stored in the voice response unit 200 in advance, the interworking with the database unit 250 is not necessary, and if the new information is requested, the database Interworking with the unit 250 is required.

If the interworking with the database unit 250 is not necessary, the scenario processing unit 240 provides the voice service according to the synchronization set in step S170 in accordance with the pre-stored scenario (S260). Prior to providing the voice service, the scenario processor 240 may transmit the voice information according to the scenario to the video response unit 100 to generate the screen service and provide the screen service to the terminal 400.

However, if it is determined in step S190 that the interworking with the database unit 250 is necessary, the voice output unit 230 requests and receives the information according to the input information from the database unit 250 (S200). Then, the voice information received from the database unit 250 is transmitted to the image response unit 100 through the companion server 300 (S210). The voice output unit 230 generates a voice service using the received information (S240).

The engine unit 130 that receives the voice information from the voice response unit 300 through the step S210 generates a screen service using the voice information. In this case, the voice information received from the voice response unit 300 is information extracted and interpreted in a form necessary to generate a screen service for interworking the voice and the screen in the companion server 300.

The screen service and the voice service generated through steps S230 and S240, respectively, are provided to the terminal 400 through the screen controller 110 and the call controller 221 according to the synchronization set in step S170 (S250 and S260). Using this procedure, it is possible to obtain an effect of providing a video service to a user without merging a separate screen service and a voice service and creating a new video service.

On the other hand, when it is determined in step S110 that the video response call is not connected, as shown in Figure 3b, the service is provided to the terminal 400 through a general voice response service providing procedure. That is, the engine unit 130 analyzes the information input from the terminal 400 (S300), and determines whether the interworking with the database unit 250 is necessary based on the analyzed information (S310).

If interworking is required, the voice output unit 230 requests and receives information according to the input information from the database unit 250 (S320), and the voice output unit 230 generates a voice service based on the received information. (S330). Thereafter, the generated voice service is provided to the user through the call controller 210 (S340). However, if it is determined in step S310 that the interworking with the database unit 250 is not necessary, the scenario processing unit 240 provides a voice service to the terminal 400 based on the pre-stored scenario.

The embodiments of the present invention described above are not only implemented through the apparatus and the method, but may be implemented through a program for realizing a function corresponding to the configuration of the embodiments of the present invention or a recording medium on which the program is recorded.

Although the embodiments of the present invention have been described in detail above, the scope of the present invention is not limited thereto, and various modifications and improvements of those skilled in the art using the basic concepts of the present invention defined in the following claims are also provided. It belongs to the scope of rights.

1 is a schematic block diagram of a system for providing a video response service according to an embodiment of the present invention.

2 is a detailed block diagram of a video response service providing system according to an exemplary embodiment of the present invention.

3A and 3B are flowcharts for providing a service according to an embodiment of the present invention.

Claims (8)

Voice response unit for providing a voice service to the terminal; And Requesting the voice response unit to provide a screen service corresponding to a user input from the terminal to the terminal and to provide the voice service corresponding to the screen service to the terminal, and synchronize the voice service with the screen service. Video response Video response service providing system comprising a. The method of claim 1, The image response unit outputs a synchronization control signal and the user input for synchronizing the voice service and the screen service, And the voice response unit provides the voice service for the user input to the terminal according to the synchronization control signal. The method of claim 2, Interlocking server for transmitting the synchronization control signal and input information from the video response unit to the voice response unit Video response service providing system further comprising. The method of claim 1, The video response unit, A screen controller configured to provide an initial screen or the screen service to the terminal, and receive a user input from the terminal in response to the initial screen or the screen service; And a user input received by the screen controller comprises at least one of a screen touch and a dual tone multi frequency (DTMF) input at the terminal. The method of claim 1, The voice response unit, A call controller for controlling a call connected with the terminal; And If the connection with the terminal is a video response call and requires interworking with a database linked to the voice response unit, a video service corresponding to the user input may be provided to the user based on the user input to provide the video service corresponding to the user input. A scenario processing unit for receiving the requested voice information from the database unit for voice information about a voice service to generate a voice service, and delivering the voice information to the video response unit to generate a screen service corresponding to the user input. Video response service providing system comprising a. The method of claim 5, If the user input is a voice response call, the scenario processing unit processes a scenario to provide a voice service for the user input to the user, A voice recognition unit for receiving and recognizing user voice data and delivering the recognized voice information to the voice output unit to generate a voice service. Video response service providing system comprising a. A method of providing a video response service to a user terminal by a video response service providing system including a voice response part and a video response part, Analyzing input information input from a user and generating a synchronization control signal in synchronization with a screen service and a voice service; Transmitting the synchronization control signal and the input information to the voice response unit; And Generating a screen service based on the voice information when receiving the information from the voice response unit; And Providing the generated screen service to the terminal according to the synchronization control signal; Video response service providing method comprising a. The method of claim 7, wherein The voice response unit receiving the synchronization control signal and the input information, Determining whether a new voice service for the input information is needed; If a new voice service is required, receiving information for generating a voice service, and generating a new voice service; Transmitting the received information to the video response unit; And Providing the generated voice service to the terminal according to the synchronization control signal; Video response service providing method comprising a.

Images