KR20120087262A - Customer center system for performing voice response for customer using virtual phone number and method thereof - Google Patents

Abstract

PURPOSE: A customer center system responding to a customer by using a virtual phone number of the customer and a responding method thereof are provided to respond to an inquiry of the customer through an existing email, a bulletin board, or a social network service channel by using telephony. CONSTITUTION: A virtual number management unit(110) provides a virtual phone number corresponding to a customer(200) to the customer. An inquiry processing unit(120) use the virtual phone number and a phone number of a customer center(100) as an originating number. A call responding unit(130) transmits a call for a call response to connection unit(140) by using the virtual phone number. The connection unit transmits the originating number to the virtual number management unit. The connection unit transmits the call to a received actual number of the customer.

Description

Customer Center System for performing voice response for customer using virtual phone number and method

The present invention relates to a method of serving a customer in a customer center, and more particularly, to a customer center system for performing customer service using a virtual phone number of a customer and a method of serving the same.

Currently, the Internet is being used by many people due to the advantage of being able to share a variety of information. As part of this, companies that sell products or provide services online as well as offline, as well as customer centers that are connected online via the Internet, respond to inquiries from customers online.

In the past, customer centers responded to online inquiries through e-mails or Internet bulletin boards, but recently, in response to the development of the Internet and social network services, the customer centers have been responding through various internet multi-channels.

Social network service refers to a network management service that enables the Internet to form and manage social contacts with friends, seniors, and colleagues online. Social network service users can form their own social networks based on social network services and share information based on social networks. Such social network services include Twitter, Facebook, and the like.

On the other hand, in the past, when a customer inquires a customer center using an internet channel, it is difficult to respond only through an internet channel and through an instant and efficient voice call.

In order to solve this problem, when a customer uses the Internet channel to contact the customer center, the customer center must provide a phone number to which the customer can answer the phone so that the customer center can answer the phone call.

However, if a customer exposes his or her phone number on the Internet, especially in an open social network environment, it is more likely to be misused by others. It must be made available.

Therefore, even if a customer inquires through an online channel, a technology that allows a customer center to respond to a customer through a phone call is required.

The technical problem to be achieved by the present invention is to provide a customer center system and a method for responding to the service using a telephone call to the customer without exposing the customer's phone number to the customer's inquiries through various online channels.

Customer center system according to one feature of the present invention,

A system of a customer center for responding to inquiries from customers, the system comprising: a virtual number manager which receives a virtual number generation request from a customer online and generates a virtual telephone number corresponding to the customer and provides the virtual number to the customer; If there is a customer inquiring about the virtual telephone number provided through the virtual number management unit, the virtual telephone number described in the inquiry and the telephone number of the customer center for the response using the telephone call to the customer A query processing unit for requesting to make a call with the calling number; And a virtual telephone number to which a call requested from the inquiry processor is to be sent and the calling number to the virtual number manager to receive the actual telephone number of the corresponding customer, and to send the call to the actual telephone number of the received customer. It includes a connection for connecting the phone call with the customer.

According to another aspect of the present invention,

A method of responding to an inquiry from a customer by a system of a customer center, the method comprising: receiving a virtual number generation request from a customer; Generating a virtual telephone number corresponding to the customer and providing the same to the customer; Receiving an inquiry describing the virtual telephone number from the customer; And responding to the inquiry through a phone call with the customer using the actual phone number of the customer corresponding to the virtual phone number, and in the performing of the response, the actual of the customer The telephone number is obtained by using the virtual telephone number and the telephone number of the customer center as the calling number.

Customer center system according to another feature of the present invention,

A system of a customer center that responds to inquiries from customers, the system comprising: a virtual number management unit that receives a virtual number generation request from a customer online and generates a virtual URL (Uniform Resource Locator) corresponding to the customer and provides it to the customer; If there is a customer inquiring about the virtual URL provided through the virtual number management unit, the customer from the virtual number management unit through the virtual URL described in the inquiry for the response using the telephone call to the customer A query processing unit for obtaining a virtual telephone number corresponding to the request and requesting a call by using the obtained virtual telephone number of the customer and the telephone number of the customer center as a calling number; And a virtual telephone number to which a call requested from the inquiry processor is to be sent and the calling number to the virtual number manager to receive the actual telephone number of the corresponding customer, and to send the call to the actual telephone number of the received customer. It includes a connection for connecting the phone call with the customer.

According to another aspect of the present invention,

A method of responding to an inquiry from a customer by a system of a customer center, the method comprising: receiving a virtual number generation request from a customer; Generating and providing a virtual uniform resource locator (URL) corresponding to the customer to the customer; Receiving an inquiry describing the virtual URL from the customer; And accessing through the virtual URL to obtain a virtual telephone number corresponding to the customer. And performing a response to the inquiry through a telephone call with the customer using the actual telephone number of the customer corresponding to the virtual telephone number, and in the performing of the response, the actual telephone of the customer. The number is obtained by using the virtual telephone number and the telephone number of the customer center as the calling number.

According to the present invention, it is possible to respond to customer inquiries using telephone calls to customer inquiries through existing e-mails, internet bulletin boards, as well as social network service channels.

In addition, it is possible to respond by using a phone call to a customer without exposing the customer's telephone number to a customer inquiry through various channels.

1 is a view schematically showing an example in which the customer center system according to the first embodiment of the present invention is used.
FIG. 2 is a detailed block diagram of the virtual number management unit shown in FIG. 1.
3 is a diagram illustrating an example of a format of a storage unit illustrated in FIG. 2.
4 is a flowchart of a method in which a customer center system according to a first embodiment of the present invention performs customer service using a virtual phone number of a customer.
FIG. 5 is a flowchart illustrating a method of generating and providing a virtual number according to a request from a customer of the virtual number manager of the customer center system shown in FIG. 4.
6 is a view schematically showing an example in which the customer center system according to the second embodiment of the present invention is used.
FIG. 7 is a detailed block diagram of the virtual number management unit shown in FIG. 6.
FIG. 8 is a diagram illustrating an example of a format of the storage unit illustrated in FIG. 7.
9 is a flowchart of a method in which a customer center system according to a second embodiment of the present invention performs customer service using a virtual phone number of a customer.
FIG. 10 is a flowchart illustrating a method of generating and providing a virtual URL to a customer according to a request from a customer by the virtual number manager of the customer center system shown in FIG. 9.

DETAILED DESCRIPTION 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. Also, the terms " part, "" module," and " module "in the specification mean units for processing at least one function or operation and can be implemented by hardware or software or a combination of hardware and software .

Now, with reference to the drawings will be described in detail with respect to the customer center system for performing customer service using the virtual telephone number of the customer according to an embodiment of the present invention and the method of the service.

In the embodiment of the present invention, the first embodiment when a customer makes an inquiry through an online channel such as an e-mail or an internet bulletin board without using a social network service, and the customer makes an inquiry through an online channel for a social network service. The second embodiment will be described separately.

First, a first embodiment of the present invention corresponding to a case where a customer inquires through a general channel rather than a channel for a social network service will be described.

1 is a view schematically showing an example in which the customer center system 100 according to the first embodiment of the present invention is used.

Hereinafter, for convenience of description, the customer center system 100 may be referred to as a customer center 100.

As shown in FIG. 1, the customer center system 100 according to the first embodiment of the present invention generates a virtual number corresponding to the customer 200 by providing a virtual number generated from the customer 200 and provides the request. When there is an inquiry in which the virtual number is written from the customer 200, the customer 200 is dialed using the virtual number to respond to the inquiry, that is, perform a telephone consultation. Here, the customer 200 is a wired / wireless terminal owned by the customer 200 and refers to a terminal that can be connected to the Internet 300.

For this purpose, the customer center system 100 includes a virtual number management unit 110, a query processing unit 120, a telephone answering unit 130, and a connection unit 140.

The virtual number manager 110 receives a virtual number generation request online from the customer 200 through the Internet 300, generates a virtual number corresponding to the customer 200, and provides the generated virtual number to the customer 200. At this time, the virtual number management unit 110 receives the telephone number of the customer 200 from the customer 200, if the customer 200 has already stored the member information as an existing member, the user for the customer 200 Perform authentication. This user authentication may be to induce a login as a member. Alternatively, when requesting to generate a virtual number by logging in as a member, user authentication may be performed using a phone number input from the customer 200.

The virtual number manager 110 receives a customer's telephone number and a customer center phone number representing the customer center 100 from the customer 200 and generates a virtual number corresponding to the customer 200.

The virtual number manager 110 stores the telephone number of the customer 200, the customer center phone number, and the virtual number generated by the customer 200 in correspondence with each other.

The virtual number management unit 110 after the virtual number is input from the connection unit 140 to the customer center phone number as the calling number, the virtual after the authentication for the customer center 100 using the calling number and the virtual number The phone number of the customer 200 corresponding to the number is transferred to the connection unit 140.

The inquiry processing unit 120 receives an inquiry from the customer 200 online through the Internet 300. In this case, the inquiry describes the virtual number of the customer 200 provided by the customer 200 from the virtual number management unit 110.

Inquiry processing unit 120, if the customer's telephone number (virtual number) is listed in the inquiry received from the customer 200 is determined according to the telephone call and the customer's telephone number (virtual number) listed in the inquiry Transfer to the telephone response unit 130.

The telephone response unit 130 sends a call for telephone response to the connection unit 140 with the telephone number (virtual number) of the customer transmitted from the inquiry processing unit 120. At this time, the telephone response unit 130 uses the telephone number of the customer center 100 as the calling number, and uses the telephone number (virtual number) of the customer received from the inquiry processing unit 120 as the called number.

The connection unit 140 passes the calling number and the customer's telephone number (virtual number) to the virtual number management unit 110 when the call is sent from the telephone response unit 130 and then authenticates the customer center 100, and then the virtual number. When the actual telephone number of the customer is transmitted from the management unit 110, the call is made to the actual telephone number of the customer so that the customer 200 can receive an inquiry response through a telephone call with an agent of the customer center 100.

As such, in the first embodiment of the present invention, when the virtual number management unit 110 provides the virtual number to the customer 200, the user authentication is performed, and the customer center 100 calls the customer 200. In addition, by performing authentication for the customer center 100, mutual authentication for the customer 200 and the customer center 100 may be performed.

2 is a detailed block diagram of the virtual number management unit 110 shown in FIG.

As shown in FIG. 2, the virtual number management unit 110 includes a customer interface 111, a phone number extraction unit 112, a virtual number generation unit 113, a storage unit 114, an authentication unit 115, and a controller. 116.

The customer interface 111 provides a web service for requesting a virtual number of the customer 200 through the Internet 300. Since these web services are well known, detailed descriptions are omitted here.

The telephone number extraction unit 112 extracts the telephone number of the customer 200 and the telephone number of the customer center 100 to which the customer 200 wants to inquire when the virtual number generation is requested from the customer 200. Here, if the customer 200 is a member, the phone number of the member stored in the storage unit 114 is extracted as the phone number of the customer 200, and if the member is not a member, the phone input from the customer 200 Extract the number. And, the customer center phone number is extracted from the customer 200 input.

The phone number extraction unit 112 stores the phone number of the extracted customer 200 and the phone number of the customer center 100 in correspondence with each other in the storage unit 114.

The virtual number generator 113 generates a virtual number for the customer 200 by using the phone number of the customer 200 extracted from the phone number extraction unit 112 and the phone number of the customer center 100. Here, the algorithm for generating a virtual number for the customer 200 using the telephone number of the customer 200 and the telephone number of the customer center 100 may be various, in this embodiment to generate a virtual number Since the detailed algorithm is not the main subject of description, the detailed algorithm is omitted.

The virtual number generator 113 stores the generated virtual number in the storage unit 114 in correspondence with the telephone number of the customer 200.

The storage unit 114 is a phone number of the customer 200 extracted from the phone number extraction unit 112, a customer center phone number to be contacted by the customer 200, and a virtual number generated by the virtual number generator 113 Are stored in association with each other. The storage unit 114 may store numbers corresponding to the customer 200, as shown in FIG. 3.

In addition, the storage unit 114 stores the member information of the customer center 100. Such member information may be regarded as corresponding to member information in general web services.

If there is a virtual number generation request from the customer 200, the authentication unit 115 requests a member login or the like if the customer 200 is a member and performs user authentication. In addition, the authentication unit 115 receives the calling number (phone number of the customer center) and the customer's phone number (virtual number) for making a call to the customer 200 from the connection unit 140, the customer's telephone number (virtual number) Number) is in the virtual number stored in the storage unit 114, and if there is authentication of the customer center 100 by checking whether the telephone number of the customer center stored corresponding to the virtual number is the same as the calling number To perform. When the authentication is successful, the authentication unit 115 transmits the actual phone number of the customer 200 stored in correspondence with the customer's phone number (virtual number) to the connection unit 140.

The controller 116 controls the customer interface 111, the phone number extraction unit 112, the virtual number generation unit 113, the storage unit 114, and the authentication unit 115 to operate the virtual number management unit 110. Perform control so that it is performed.

Hereinafter, a method in which the customer center system 100 according to the first embodiment of the present invention performs customer service using the virtual phone number of the customer 200 will be described with reference to FIG. 4.

First, when the customer 200 wants to contact the customer center 100 and receives a response to the inquiry from the customer center 100 through a telephone call, the customer 200 is the virtual number management unit of the customer center 100. Access the customer interface 111 of 110 to request the virtual number generation.

As such, when the virtual number management unit 110 is requested to generate a virtual number for the customer 200 from the customer 200 (S100), the virtual number management unit 110 is the telephone number of the customer 200 and the customer center 100 Using the telephone number of) generates a virtual number of the customer 200 and provides it to the customer (200) (S110). Details of the virtual number management unit 110 to generate the virtual number of the customer 200 to provide to the customer 200 will be described below.

Next, the customer 200 writes the virtual number provided from the virtual number management unit 110 in the inquiry contents through the general channel such as an e-mail or an internet bulletin board rather than a social network service using the Internet 300. Inquire to).

That is, when the inquiry processing unit 120 of the customer center 100 receives an inquiry in which a virtual number is described from the customer 200 (S120), the inquiry processing unit 120 may contact the inquiry received from the customer 200. It is determined whether the telephone number (hereinafter referred to as "virtual number of the customer") is listed (S130).

If the virtual number of the customer 200 is listed in the inquiry from the customer 200, since the customer 200 wants to receive a response to the inquiry through a phone call, the inquiry processing unit 120 is described in the inquiry. The virtual number of the customer is extracted and delivered to the telephone response unit 130 (S140).

However, if the virtual number of the customer 200 is not listed in the inquiry from the customer 200, the response to the customer 200 is performed through the channel where the customer requests the inquiry (S150). Since such response is not the main content according to the first embodiment of the present invention, a detailed description thereof will be omitted here.

Subsequently, the telephone response unit 130 sends a call for telephone response to the connection unit 140 with the virtual number of the customer transmitted from the inquiry processing unit 120, and the connection unit 140 from the telephone response unit 130. When a call is sent, the calling number and the virtual number of the customer are transmitted to the virtual number management unit 110 to be authenticated by the customer center 100 (S160).

When the authentication of the customer center 100 is completed, the connection unit 140 receives the actual phone number of the customer from the virtual number management unit 110 (S170) and sends a call to the customer's phone number (S180). The customer service center 100 can receive an inquiry response through a telephone call (S190).

Hereinafter, referring to FIG. 5, the virtual number management unit 110 of the customer center system 100 in step S110 will be described in detail for generating and providing a virtual number in response to a request from the customer 200. do.

When the virtual number request is received from the customer 200 through the customer interface 111 (S100), the authentication unit 115 controls the customer using the member information stored in the storage unit 114 under the control of the control unit 116. It is determined whether the 200 is a member (S111).

If the customer 200 is a member, user authentication for the customer 200 is performed using the member information (S112). Such authentication may be performed by encouraging the user to log in as a member or requesting a user to enter a password.

Thereafter, the phone number extraction unit 112 extracts the phone number of the customer 200 and the phone number of the customer center 100 that the customer 200 wants to inquire under the control of the controller 116.

More specifically, the phone number extraction unit 112 determines whether there is a phone number of the customer 200 in the virtual number request of the customer 200 (S113), and if there is a phone number of the customer 200, the corresponding phone number. To extract the customer's phone number (S114). If there is no telephone number of the customer 200, the customer 200 requests the telephone number and extracts the telephone number input from the customer 200 as the telephone number of the customer 200 (S115). The phone number extraction unit 112 in the step (S111) is the phone number of the customer 200 from the member information stored in the storage unit 114, if it is determined in step 110 that the customer 200 is a member Can be extracted and used.

Next, the phone number extraction unit 112 extracts the phone number of the customer center 100 described in the virtual number request of the customer 200 (S116).

Thereafter, the telephone number extraction unit 112 corresponds to the telephone number of the customer 200 and the telephone number of the customer center 100 extracted in the steps S114, S115, and S116, and stores them in the storage unit 114. (S117).

Subsequently, the virtual number generator 113 controls the customer by using the telephone number of the customer 200 and the telephone number of the customer center 100 extracted by the telephone number extraction unit 112 under the control of the controller 116. After generating the virtual number for the 200, the generated virtual number is stored in the storage unit 114 in correspondence with the telephone number of the customer 200 (S118).

As such, when the virtual number requested by the customer 200 is generated in the virtual number generator 113, the controller 116 provides the generated virtual number to the customer 200 through the customer interface 111 (S119). .

In the above, only the case where the customer 200 inquires through a general channel, not a channel for a social network service, has been described.

Hereinafter, a second embodiment of the present invention corresponding to the case where the customer 200 makes an inquiry through a channel for a social network service such as Twitter or Facebook will be described.

6 is a view schematically showing an example in which the customer center system 500 according to the second embodiment of the present invention is used.

Hereinafter, for convenience of description, the customer center system 500 may be referred to as a customer center 500.

The customer center system 500 according to the second embodiment of the present invention shown in FIG. 6 is very similar to the customer center system 100 according to the first embodiment of the present invention shown in FIG. 1. Therefore, the parts described in the customer center system 100 according to the first embodiment will be briefly described, and only different parts will be described in detail.

As shown in FIG. 6, the customer center system 500 according to the second embodiment of the present invention receives a request for generating a virtual number from a customer 200 and generates a virtual uniform resource locator (URL) corresponding to the customer 200. Generate and provide, and if there is a query that the virtual URL is written from the customer 200, after obtaining the virtual number of the customer 200 using the virtual URL, call the customer 200 through the obtained virtual number Respond to inquiries, ie telephone consultations. Here, the customer 200 is a wired / wireless terminal owned by the customer 200 and refers to a terminal that can be connected to the Internet 300. In addition, when the customer center system 500 has a request for generating a virtual number from the customer 200, the customer center telephone number and the representative social network service (SNS) ID of the customer center are provided from the customer 200. (Identification), SNS ID or SNS URL to receive the authentication of the customer through the SNS service authentication API (Application Programming Interface) (600), and also the customer center system 500 receives the inquiry from the customer 200 Then, when accessing through the virtual URL described in the inquiry through the SNS service authentication API 600 performs the authentication for the customer center 500. Here, since the contents of performing user authentication for the customer 200 and the customer center 500 through the SNS service authentication API are well known, detailed descriptions are omitted here.

To this end, the customer center system 500 includes a virtual number manager 510, a query processor 520, a telephone answering unit 530, and a connection unit 540.

The virtual number manager 510 receives a virtual number generation request online from the customer 200 through the Internet 300, generates a virtual URL corresponding to the customer 200, and provides the generated virtual URL to the customer 200. At this time, since the virtual number management unit 510 performs authentication as a member of the customer 200 as described above in the first embodiment, detailed description thereof will be omitted.

The virtual number manager 510 generates a virtual URL corresponding to the customer 200 by receiving the customer's telephone number and the SNS ID or SNS URL of the customer center representing the customer center 500 from the customer 200. At this time, the virtual number management unit 510 also generates a virtual number for the customer 200 using the phone number of the customer 200. In addition, although the SNS ID or SNS URL of the customer center is used, it is assumed here that only the SNS URL of the customer center is used for convenience of description.

The virtual number manager 510 stores the telephone number of the customer 200, the SNS URL of the customer center 500, the virtual URL generated by the customer 200, and the virtual number of the customer 200.

If there is a connection through the virtual URL of the customer 200 from the inquiry processing unit 520 later, the virtual number management unit 510 provides the SNS service authentication API 600 with respect to the SNS URL of the customer center 500 corresponding to the virtual URL. Perform the user authentication through the customer center 500, and if the result is successful, deliver the virtual number of the customer 200 corresponding to the virtual URL to the inquiry processing unit 520, the calling number from the inquiry processing unit 520, That is, the representative telephone number of the customer center 500 is received. At this time, the calling number is stored in correspondence with the virtual URL of the customer 200.

When the virtual number is input using the customer center phone number as the calling number from the connection unit 540 later, the virtual number management unit 510 performs authentication on the customer center 100 by using the calling number and the virtual number. The phone number of the customer 200 corresponding to the number is transferred to the connection unit 540.

The inquiry processing unit 520 receives an inquiry from the customer 200 online through the Internet 300. In this case, the inquiry describes a virtual URL for the customer 200 provided by the customer 200 from the virtual number management unit 510.

The inquiry processing unit 520 determines that the customer's virtual URL is included in the inquiry received from the customer 200 and responds according to the telephone call, and performs SNS authentication by performing a connection to the customer's virtual URL described in the inquiry. Corresponding to user authentication of the center 500). At this time, since the virtual URL is generated by the virtual number management unit 510, the connection to the virtual URL becomes a connection to the virtual number management unit 510 as a result, and the SNS service authentication API 600 is executed by the virtual number management unit 510. Authentication is performed.

The inquiry processing unit 520 receives an authentication result from the virtual number manager 510, and when the authentication result is successful, a virtual number of the customer 200 corresponding to the virtual URL of the customer 200 is received together.

The inquiry processing unit 520 transmits the representative telephone number of the customer center 500 to the virtual number management unit 510 as the calling number when the virtual number of the customer 200 is received from the virtual number management unit 510. In addition, the inquiry processing unit 520 transmits the virtual number of the customer 200 to the telephone answering unit 530.

The telephone response unit 530 transmits a call for telephone response to the connection unit 540 with the virtual number of the customer transmitted from the inquiry processing unit 520. At this time, the telephone response unit 530 uses the telephone number of the customer center 500 as the calling number, and uses the virtual number of the customer received from the inquiry processing unit 520 as the called number.

The connection unit 540 transfers the calling number and the customer's virtual number to the virtual number management unit 510 when a call is sent from the telephone answering unit 530 and then authenticates the customer center 500, and then the virtual number management unit 510. When the customer's actual phone number is delivered from the customer's actual phone number to call the customer 200 to receive a response to the inquiry through the telephone call with the counselor of the customer center 500.

As described above, in the second embodiment of the present invention, when the virtual number manager 510 provides the virtual URL to the customer 200, the user authentication is performed, and the customer center 500 receives the inquiry from the customer 200. In the case of accessing the virtual URL described in the inquiry to perform the user authentication of the customer center 500, and also when the customer center 500 calls the customer 200, and also by performing authentication for the customer center 500 Mutual authentication for the 200 and the customer center 500 may be performed.

7 is a detailed block diagram of the virtual number manager 510 shown in FIG. 6.

As shown in FIG. 7, the virtual number manager 510 includes a customer interface 511, a phone number extractor 512, a URL extractor 513, a virtual number generator 514, and a virtual URL generator 515. ), A storage unit 516, an authentication unit 517, and a control unit 518.

The customer interface 511 provides a web service for requesting a virtual number of the customer 200 through the Internet 300. Since these web services are well known, detailed descriptions are omitted here.

The phone number extractor 512 extracts a phone number of the customer 200 when a virtual number generation is requested from the customer 200. Here, if the customer 200 is a member, the phone number of the member stored in the storage unit 514 is extracted as the phone number of the customer 200, and if the member is not a member, the phone is input from the customer 200. Extract the number.

The URL extractor 513 extracts the representative SNS URL of the customer center included in the request when the virtual number generation is requested from the customer 200.

The virtual number generator 514 uses the phone number of the customer 200 extracted from the phone number extractor 512 and the SNS URL of the customer center 500 extracted from the URL extractor 513. Create a virtual number for. Here, the algorithm for generating the virtual number for the customer 200 using the telephone number of the customer 200 and the SNS URL of the customer center 500 may be various, in this embodiment to generate a virtual number Since the detailed algorithm is not the main subject of description, the detailed algorithm is omitted.

The virtual number generation unit 514 stores the generated virtual number in the storage unit 516 in correspondence with the telephone number of the customer 200.

The virtual URL generation unit 515 uses the phone number of the customer 200 extracted from the phone number extraction unit 512 and the SNS URL of the customer center 500 extracted from the URL extraction unit 513. Create a virtual URL for. Here, there may also be various algorithms for generating a virtual URL for the customer 200 using the telephone number of the customer 200 and the SNS URL of the customer center 500. In this embodiment, the virtual URL is generated. Since the detailed algorithm is not the main subject of description, the detailed algorithm is omitted.

The virtual URL generator 515 also stores the generated virtual URL in the storage unit 516 in correspondence with the telephone number of the customer 200.

The storage unit 516 is a phone number of the customer 200 extracted from the phone number extraction unit 512, the SNS URL of the customer center 500 extracted from the URL extraction unit 513, the virtual number generation unit 514 The virtual number of the generated customer 200 and the virtual URL of the customer 200 generated by the virtual URL generator 515 are stored in correspondence with each other. The storage unit 516 may store numbers or URLs corresponding to the customer 200, as shown in FIG. 8. In the format of the storage unit 516 illustrated in FIG. 8, the caller ID field receives a representative telephone number of the customer center 500 transmitted when the query processor 520 accesses the virtual number processor 510 through the virtual URL. Represents a storage area for storage.

In addition, the storage unit 516 stores the member information of the customer center 500. Such member information may be regarded as corresponding to member information in general web services.

If there is a request for generating a virtual number from the customer 200, the authentication unit 517 requests a member login or the like if the customer 200 is a member and performs user authentication. In addition, when there is a connection using the virtual URL of the customer 200 from the inquiry processing unit 520, the authentication unit 517 uses the SNS service authentication API 600 using the SNS URL of the customer center 500 corresponding to the virtual URL. User authentication for the customer center 500 is performed. If the authentication is successful, the authentication unit 517 transfers the virtual number of the customer 200 to the inquiry processing unit 520. In addition, the authentication unit 517 receives the caller number (phone number of the customer center) and the customer's virtual number for making a call to the customer 200 from the connection unit 540, the customer's virtual number is stored in the storage unit 516 Check whether there is a virtual number stored in, and if there is authentication to the customer center 500 by checking whether the phone number of the customer center stored corresponding to the virtual number is the same as the calling number. When the authentication is successful, the authentication unit 115 transmits the actual telephone number of the customer 200 stored in correspondence with the virtual number of the customer to the connection unit 540.

The control unit 518 is a customer interface 511, phone number extraction unit 512, URL extraction unit 513, virtual number generation unit 514, virtual URL generation unit 515, storage unit 516 and authentication unit By controlling 517, the overall operation of the virtual number manager 510 is performed.

Hereinafter, a method in which the customer center system 500 according to the second embodiment of the present invention performs customer service using the virtual phone number of the customer 200 will be described with reference to FIG. 9.

First, when the customer 200 wants to contact the customer center 500 and wants to respond to the inquiry through a telephone call from the customer center 500, the customer 200 is the virtual number management unit of the customer center 500. The client interface 511 of 510 is accessed to request the virtual number generation.

As such, when the virtual number manager 510 receives a request for generating a virtual number for the customer 200 from the customer 200 (S200), the virtual number manager 510 receives the telephone number of the customer 200 and the customer center 500. Using the SNS URL of the) generates a virtual URL of the customer 200 to provide to the customer 200 (S210). At this time, the virtual number management unit 510 also generates a virtual number of the customer 200 using the telephone number of the customer 200 and the SNS URL of the customer center 500. The virtual number management unit 510 generates a virtual number and a virtual URL of the customer 200 and provides details of the virtual URL to the customer 200 will be described below.

Next, the customer 200 writes a virtual URL provided from the virtual number management unit 510 in the inquiry contents and inquires to the customer center 500 using a social network service such as Twitter or Facebook using the Internet 300. Do

That is, when the inquiry processing unit 520 of the customer center 500 receives an inquiry in which a virtual URL is described from the customer 200 (S220), the inquiry processing unit 520 may contact the inquiry received from the customer 200. It is determined whether the virtual URL is described (S230).

If the virtual URL of the customer 200 is listed in the inquiry from the customer 200, the customer 200 wants to receive a response to the inquiry through a telephone call, and thus the inquiry processing unit 520 is described in the inquiry. The virtual URL of the customer is extracted and connected to the extracted virtual URL (S240).

The virtual number management unit 510 extracts the SNS URL of the customer center 500 corresponding to the virtual URL to the storage unit 516 when there is a connection through the virtual URL from the query processing unit 520 in step S240. In step S250, the user authentication for the customer center 500 is performed through the SNS service authentication API 600 using the extracted SNS URL of the customer center 500 (S260). In this case, when the authentication of the customer center 500 fails, since a procedure for the inquiry from the customer 200 is difficult to be completed, the procedure must be completed. Here, it is assumed that the authentication is completed successfully.

When the user authentication for the customer center 500 is completed, the virtual number manager 510 queries the virtual number of the customer 200 stored in the storage unit 516 corresponding to the virtual URL with the authentication result. To be delivered (S270).

Thereafter, the inquiry processing unit 520 delivers the representative phone number of the customer center 500 to the virtual number management unit 510 as the calling number and at the same time delivers the virtual number of the customer 200 to the telephone response unit 530. In operation S280, the virtual number manager 510 stores the transmitted calling number in correspondence with the virtual URL in the storage 516.

However, if the SNS URL of the customer center 500 is not included in the inquiry from the customer 200 in step S230, the response to the customer 200 is performed through the social network service channel where the customer requests the inquiry. (S290) Since such response is not the main content according to the second embodiment of the present invention, a detailed description thereof will be omitted here.

Subsequently, the telephone response unit 530 sends a call for telephone response to the connection unit 540 with the virtual number of the customer transmitted from the inquiry processing unit 520, and the connection unit 540 from the telephone response unit 530. When a call is sent, the calling number and the virtual number of the customer are transferred to the virtual number manager 510 to be authenticated by the customer center 500 (S300).

When the authentication of the customer center 500 is completed, the connection unit 540 receives the actual phone number of the customer from the virtual number manager 510 (S310) and sends a call to the customer's phone number (S320). This allows the customer to receive an inquiry response through the telephone call with the counselor of the customer center 500 (S330).

Hereinafter, referring to FIG. 10, in step S210, the virtual number manager 510 of the customer center system 500 generates a virtual URL according to a request from the customer 200, and provides the generated virtual URL to the customer 200. It demonstrates concretely about.

When the virtual number request is received from the customer 200 through the customer interface 511 (S200), the authentication unit 517 controls the customer using the member information stored in the storage unit 516 under the control of the control unit 518. It is determined whether the 200 is a member (S2110).

If the customer 200 is a member, user authentication for the customer 200 is performed using the member information (S2120). Such authentication may be performed by encouraging the user to log in as a member or requesting a user to enter a password.

Thereafter, the phone number extractor 512 extracts the phone number of the customer 200 under the control of the controller 518, and the URL extractor 513 extracts the SNS URL of the customer center 500.

More specifically, the phone number extraction unit 512 determines whether there is a phone number of the customer 200 in the virtual number request of the customer 200 (S2130), and if there is a phone number of the customer 200, the corresponding phone number To extract the customer's phone number (S2140). If there is no phone number of the customer 200, the customer 200 requests the phone number and extracts the phone number input from the customer 200 as the phone number of the customer 200 (S2150). In step S211, if the phone number extractor 512 determines that the customer 200 is a member in step S211, the phone number of the customer 200 is stored from the member information stored in the storage unit 516. Can be extracted and used.

Subsequently, the URL extractor 513 also determines whether there is an SNS URL in the virtual number request of the customer 200 (S2160), and if there is an SNS URL, extracts the corresponding SNS URL as the SNS URL of the customer center 500. (S2170). If there is no SNS URL, the customer 200 requests the SNS URL of the customer center 500 and extracts the URL input from the customer 200 as the SNS URL of the customer center 500 (S2180).

Thereafter, the phone number extractor 512 and the URL extractor 513 exchange the SNS URLs of the customer center 500 and the phone number of the customer 200 extracted in the steps S214, S215, S217, and S218. Correspondingly, it is stored in the storage unit 5116 (S2190).

Subsequently, the virtual number generation unit 514 is controlled by the control unit 518, the telephone number of the customer 200 extracted from the phone number extraction unit 512 and the customer center extracted from the URL extraction unit 513 ( Generate a virtual number for the customer 200 using the SNS URL of 500, the virtual URL generation unit 515 uses the SNS URL of the customer center and the customer number 500 of the customer 200 After the virtual URL is generated, the generated virtual number and the virtual URL are stored in the storage unit 516 corresponding to the telephone number of the customer 200 (S2200).

As such, when the virtual URL requested by the customer 200 is generated by the virtual URL generator 515, the controller 518 provides the generated virtual URL to the customer 200 through the customer interface 511 (S2210). .

As described above, in the first and second embodiments of the present invention, the virtual number management unit 110 and 510 is described as being included only in the customer centers 100 and 500, but the technical scope of the present invention is The present invention is not limited thereto, and exists independently in the form of a server separate from the customer centers 100 and 500, and through the data transfer with the customer centers 100 and 500, the customer according to the first and second embodiments of the present invention. Create and provide a virtual number or a virtual URL, and also to connect the call to the actual telephone number of the customer 200 when the call is made by the customer center authentication from the customer centers 100 and 500 and the virtual number of the customer 200. It can perform the function of providing the actual telephone number of the customer.

While the present invention has been particularly shown and described with reference to exemplary embodiments thereof, it is to be understood that the invention is not limited to the disclosed exemplary embodiments, It belongs to the scope of right.

Claims (20)

In the customer center system that responds to inquiries from customers,
A virtual number manager that receives a virtual number generation request from a customer online and generates a virtual phone number corresponding to the customer and provides the virtual number to the customer;
If there is a customer inquiring about the virtual telephone number provided through the virtual number management unit, the virtual telephone number described in the inquiry and the telephone number of the customer center for the response using the telephone call to the customer A query processing unit for requesting to make a call with the calling number; And
The virtual phone number to which the call requested from the inquiry processor is to be sent and the calling number are transmitted to the virtual number manager to receive the actual telephone number of the corresponding customer, and to send the call to the actual telephone number of the received customer. Connection unit for connecting a phone call with the customer
Customer center system comprising a. The method of claim 1,
The virtual number management unit performs a user authentication for the customer using the customer's phone number,
By performing the user authentication for the customer center using the virtual telephone number and the calling number of the customer transmitted from the connection unit,
It is possible to mutually authenticate the customer and the customer center.
Customer Center system characterized in that. The method according to claim 1 or 2,
The virtual number management unit,
A phone number extraction unit for extracting a phone number of the customer and a phone number of the customer center from the request, when a virtual number generation is requested from the customer;
A virtual number generator for generating a virtual telephone number for the customer using the telephone number of the customer and the telephone number of the customer center;
An authentication unit performing user authentication for the customer requesting the virtual number generation, and performing user authentication for the customer center by using the virtual phone number and the calling number of the customer transferred from the connection unit; And
Control unit for generating the virtual phone number corresponding to the customer by controlling the phone number extraction unit, the virtual number generation unit and the authentication unit
Customer center system comprising a. The method of claim 3,
The virtual number management unit further comprises a storage unit for storing the telephone number of the customer extracted from the telephone number extraction unit and the telephone number of the customer center and the virtual telephone number generated by the virtual number generation unit in association with each other Customer Center System. The method of claim 3,
The virtual number manager is to complete the user authentication for the customer center successfully if the telephone number of the customer center corresponding to the virtual phone number of the customer delivered from the connection unit is the same as the calling number delivered from the connection unit Featured Customer Center System. In the way that the customer center system responds to inquiries from customers,
Receiving a virtual number generation request from a customer;
Generating a virtual telephone number corresponding to the customer and providing the same to the customer;
Receiving an inquiry describing the virtual telephone number from the customer; And
And responding to the inquiry through a phone call with the customer using the actual phone number of the customer corresponding to the virtual phone number,
In the step of performing the response, the actual telephone number of the customer is obtained by using the virtual telephone number and the telephone number of the customer center as the calling number
Hospitality method characterized in that. The method of claim 6,
Providing to the customer,
Extracting the telephone number of the customer and the telephone number of the customer center from the virtual number generation request; And
Generating a virtual telephone number corresponding to the customer using the telephone number of the customer and the telephone number of the customer center and providing the generated virtual phone number to the customer;
Interaction method comprising a. The method of claim 7, wherein
And before the extracting the telephone number, performing the user authentication for the customer if the customer is a member of the customer center. The method of claim 7, wherein
In the step of performing the response, when the telephone number of the customer center corresponding to the virtual telephone number is the same as the calling number, the response method characterized in that the user authentication for the customer center is completed successfully. In the customer center system that responds to inquiries from customers,
A virtual number manager that receives a virtual number generation request from a customer online and generates a virtual URL (Uniform Resource Locator) corresponding to the customer and provides the virtual number to the customer;
If there is a customer inquiring about the virtual URL provided through the virtual number management unit, the customer from the virtual number management unit through the virtual URL described in the inquiry for the response using the telephone call to the customer A query processing unit for obtaining a virtual telephone number corresponding to the request and requesting a call by using the obtained virtual telephone number of the customer and the telephone number of the customer center as a calling number; And
The virtual phone number to which the call requested from the inquiry processor is to be sent and the calling number are transmitted to the virtual number manager to receive the actual telephone number of the corresponding customer, and to send the call to the actual telephone number of the received customer. Connection unit for connecting a phone call with the customer
Customer center system comprising a. The method of claim 10,
The virtual number management unit performs a user authentication for the customer using the customer's phone number,
Perform a user authentication for the customer center through a social network service (SNS) authentication API (Application Programming Interface) to the virtual URL connected from the query processing unit;
By performing the user authentication for the customer center using the virtual telephone number and the calling number of the customer transmitted from the connection unit,
It is possible to mutually authenticate the customer and the customer center.
Customer Center system characterized in that. The method according to claim 10 or 11, wherein
The virtual number management unit,
A phone number extraction unit for extracting a phone number of the customer from the request when a virtual number generation is requested from the customer;
A URL extraction unit for extracting the SNS URL of the customer center from the request;
A virtual number generator for generating a virtual telephone number for the customer by using the customer's phone number and the SNS URL of the customer center;
A virtual URL generation unit generating a virtual URL for the customer by using the customer's phone number and the SNS URL of the customer center;
Perform a user authentication for the customer requesting the virtual number generation, perform a user authentication for the customer center through the social network service authentication API when accessing through the virtual URL, and transmit from the connection unit Authentication unit for performing a user authentication for the customer center using the customer's virtual phone number and the calling number; And
Control unit for generating and providing a virtual telephone URL corresponding to the customer by controlling the phone number extractor, the URL extractor, the virtual number generator, the virtual URL generator and the authentication unit
Customer center system comprising a. The method of claim 12,
The virtual number management unit is the telephone number of the customer extracted from the phone number extraction unit, the SNS URL of the customer center extracted from the URL extraction unit, the virtual phone number generated by the virtual number generation unit and the virtual URL generation The customer center system further comprises a storage unit for storing the virtual URL generated in the unit to correspond to each other. The method of claim 12,
The virtual number management unit performs authentication through the social network service authentication API on the SNS URL of the customer center corresponding to the virtual URL when there is a connection through the virtual URL from the query processing unit. If it is completed successfully, after providing the virtual number of the customer corresponding to the SNS URL of the customer center to the inquiry processing unit, and stores the telephone number of the customer center provided from the inquiry processing unit as a calling number Customer Center System. The method of claim 12,
If the telephone number of the customer center corresponding to the virtual telephone number of the customer transmitted from the connection unit is the same as the calling number transmitted from the connection unit Customer Center characterized in that the user authentication for the customer center is completed successfully system. In the way that the customer center system responds to inquiries from customers,
Receiving a virtual number generation request from a customer;
Generating and providing a virtual uniform resource locator (URL) corresponding to the customer to the customer;
Receiving an inquiry describing the virtual URL from the customer; And
Accessing through the virtual URL to obtain a virtual telephone number corresponding to the customer;
And responding to the inquiry through a phone call with the customer using the actual phone number of the customer corresponding to the virtual phone number,
In the step of performing the response, the actual telephone number of the customer is obtained by using the virtual telephone number and the telephone number of the customer center as the calling number
Hospitality method characterized in that. The method of claim 16,
Providing to the customer,
Extracting the telephone number of the customer and the social network service (SNS) URL of the customer center from the virtual number generation request; And
Generating a virtual phone number and a virtual URL corresponding to the customer by using the customer's phone number and the SNS URL of the customer center, and providing the virtual URL to the customer;
Interaction method comprising a. 18. The method of claim 17,
And before the extracting the telephone number, performing the user authentication for the customer if the customer is a member of the customer center. The method of claim 16,
Acquiring a virtual phone number
Accessing the virtual URL;
Performing user authentication on the customer center through a social network service authentication API with respect to the SNS URL of the customer center corresponding to the virtual URL;
Providing a virtual telephone number of the customer corresponding to the virtual URL when the user authentication for the customer center is successful;
Interaction method comprising a. The method of claim 16,
In the step of performing the response, when the telephone number of the customer center corresponding to the virtual telephone number is the same as the calling number, the response method characterized in that the user authentication for the customer center is completed successfully.

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