KR20120087276A

KR20120087276A - Intelligent call center system for customers using mobile phones

Info

Publication number: KR20120087276A
Application number: KR1020100134136A
Authority: KR
Inventors: 조왕제
Original assignee: 주식회사 어가람닷컴
Priority date: 2010-12-22
Filing date: 2010-12-22
Publication date: 2012-08-07

Abstract

PURPOSE: An intelligent call center system for a client using a mobile phone is provided to transmit existing order area information and a name of a member store with an ARS(Auto Response System) through a message, thereby intuitively selecting the name of the member store and the information. CONSTITUTION: When a client calls a representative telephone through a mobile phone(101), an exchanger(102) searches a mobile phone client database(103). If there is not corresponding information, the exchanger connects the call to a call center(106). If there is the corresponding information, the exchanger transmits a location and a name of a member store to a message transmission system(104) in order fixed by considering various time types of the client. The message transmission system transmits a message to the mobile phone. If the client selects a number of the member store or the call center while being guided through an ARS(105), the exchanger automatically connects the call to the selected number.

Description

Intelligent call center system for customers using mobile phones {omitted}

1 is a general flow diagram of the present invention

2 is a flowchart of the order processing through the mobile phone

3 is a flow chart related to order processing through voice recognition

4 is a flow diagram related to the message-based order processing including a plurality of callback numbers

Figure 5 is a flow diagram related to the connection of the representative phone and order processing of the company through the voice recognition capable representative number

Figure 6 shows the structure of the mobile phone customer DB of the exchange.

Figure 7 is an example of using the time type and customer type according to the characteristics of the company

Figure 8 is an example of the generation of mobile telephone customer DB information of the exchange by analyzing the customer's order phone

Figure 9 is an example of the generation of the mobile phone customer DB information of the voice recognition exchange by analyzing the customer's order phone

10 illustrates a format of a message including a plurality of callback numbers.

11 is a message type to be displayed on the mobile phone

Figure 12 shows the form to be displayed on this coin of a message including a number for voice recognition, a merchant name, and a region name.

Figure 13 is a form to be displayed on the mobile phone of the message including a plurality of callback numbers

101 mobile phone

Refers to all phones that can be moved and talked to, including mobile phones, PDAs, and IP phones that are mobile when connected to the Internet.

113 Integrated Ordering Phone DB (113)

This is a database that extracts and stores the data of the calling party number, the date and time of the call, and the information of the affiliated stores from the records of telephone orders of all merchants, and the utilization is necessary for the generation of the mobile telephone customer DB of the exchange based on the customer DB of the head office. Use as information.

115 Voice Recognition Representative Customer DB (115)

This is a customer DB of a company that provides a voice-recognized representative number service. It consists of a unique mutual name and a phone number to be connected, or a database containing information including a detailed company name and a phone number to be connected in the case of a business.

210 messages

Refers to all types of messages, including SMS, MMS, and push messages that can be displayed on the desktop of a mobile phone.

227 Location-Based Service (LBS) Location-Based Services

Service is a general term using the current location information of the user who has a terminal that can check the location.

Field of invention

The present invention works by interfacing a call center of a company that operates a telephone center with a management system installed in an affiliated store, efficiently distributing the call of the customer concentrated in the call center, minimizing the size of the call center, and reducing costs, while maintaining close contact with customers. Among the intelligent call center systems that make it possible for customers to use mobile phones.

Background of the Invention and Prior Art

Currently, call centers are used in various industries in connection with representative telephones by companies.In particular, call centers operate among call centers that specialize in delivery.In addition to pizza huts, domino pizzas and Mr. pizza, the call centers have been expanding recently. Our call center handles all orders from customers, and merchants only print and order food received at the call center.

Therefore, the head office handles all the customers' calls in a batch, so the number of call center counselors is very high, and the cost of maintaining the organization is high.In addition, customers who make foods, deliver or visit the shops simply print out the slips. The company employs long-term employees to provide services to both the call center and the affiliated stores, resulting in a lot of waste in both call centers and franchisees. There is a problem that if a company that does not have a plan to build a new one wants to build a new one, it should invest a lot of money for the initial investment.

In order to solve this problem, in 2005, it applied for an "intelligent call center system linked with a customer service system of a delivery company." However, inconvenient and incomplete parts of the call processing for the customer who called the mobile phone were identified.

According to patent application No. 1020050068712 filed by the applicant, since the mobile phone can make a call in several regions, when using ARS to select a region first, it is possible to select from the name of the region (3 most recent cases) retrieved from the DB or call center. If you want to connect to the phone, press "*" or "#" to connect to the merchant or call center of the selected area.If you can check the location information of the caller using LBS, If there is a nearby address, it is ordered from the same place. Therefore, if there is no nearby address, it is connected to the call center because the ordered address is the first order.

In the case of using ARS, the customer must select the region and the number after selecting the region and number through the machine answering machine. However, the actual ARS speech is a list of comments without considering the accuracy of pronunciation and the hearing of the client. Due to the fact that it is difficult to accurately recognize local information and the resultant rejection, and because of the limitations of ARS itself, new methods are constantly being searched. Due to the large area of activity, the number of regions that were ordered is also larger than that of regular telephone customers, which leads to the problem that the user has no choice but to listen to ARS for more time. Even the chances are high.

The LBS method is a much improved method than the problem pointed out in the related technology described below. However, the remaining problem is that if the merchant jurisdiction has a narrow industry, such as the pizza or chicken industry, 2-3 If there are merchants and everyone has a deal, the problem arises as to which affiliate it is appropriate to connect to, which eventually leads to a call center headquarters.

In addition, both methods can be handled if the customer's location is not consistent due to the characteristics of the mobile phone customer and if the connected order phone is not in the merchant's area due to the wrong selection of the merchant. The details are not summarized.

In addition, when looking at this patent and related technologies, patent application number 1020020004639, when a customer calls through one representative phone of all industries other than the industry type, searches a previously registered DB and receives a call from a call center. After confirming that the order is available, check if the delivery address is an existing address, and then connect to each other. If the customer calls, the order center and the ARS identify order information and delivery information. Since it is not clear whether the call center will answer the call, any call center will answer the call and confirm the details of the order and the delivery area, and the call center will be connected to the merchant's terminal. Whether or not technology is possible It will be burdened to deliver the details and address of the order to the city merchant twice, and if the connected call center is not in the customer's jurisdiction, it will switch back to the local call center and then connect to the merchant again. If there is a problem that needs to be conveyed, and ARS (the example of the patent is not specifically explained), the customer listens to the endless announcements such as 1 for Chinese restaurant and 2 for pizza restaurant. After selecting the number and responding to the message confirming that the address is registered, if the address to be delivered is different, select No. 1 in Seoul, No. 2 in Busan, and No. 1 in Jongno-gu and No. 2 in Gangnam-gu. Likewise, if you select the minimum unit of the call center and then connect to the affiliated store, you will have to tell the order details and address again. House, chicken house, otherwise know to immediately call the phone number that will be in the customer's point of view rather comfortable.

Patent 1020000046675 is that when a consumer calls a representative phone assigned by a business to a general phone or a mobile phone (including a base station), the call is connected to the nearest affiliated store by using a caller tracking and GIS, a geographic information system. The telephone number is also connected to the nearest affiliated store by using the coordinate information corresponding to the address in the existing customer database and the location information (GIS) that analyzed the regional business area of the affiliated store. It is possible on the premise that there is a customer DB, but recently, local telecom service providers are competing with KT, SK Broadband and LG Dacom, and there is an incomplete part. If you're connected automatically because you often don't do this from your old address As a result, the customer needs to call again, and it is uncertain whether it is included, but even if the region is estimated by the base station ID code, it is unclear which of several affiliates should be connected to. There is a problem that there is no standard to be connected if the caller does not display the caller with limited information display, and the most important part is that the communication company cannot provide or utilize information at will due to the protection of personal information. Is there.

Patent 1020000055427, when calling a speed dial or a specific number by a general phone, uses the information of the caller's phone number to determine the caller's location information, and then the caller's life information service provider corresponding to the speed dial or the specific number. When calling a mobile phone with a device that connects to the nearest business location, it finds the location by using the base station ID and the user's personal information of the calling area, and connects to the nearest business. Is there.

Patent 1020020001818 is a voice recognition server that detects this when a user dials to a gateway number of 1588, the gateway number of the present invention through a public public network (PSTN) using a telephone or a mobile phone, and processes various DB information of each affiliated store stored in the DB. The present invention provides a method of automatically connecting to a corresponding business located in the user's area while providing a voice service for a desired business of the industry.

A similar patent, 1020080034127, recognizes a keyword entered by a voice of a service user, and sends a phone call to a desired region or provides services such as public information and listening provided by a service subscriber as well as general information, and charges the revenue model. The present invention provides an information retrieval service system using speech recognition and speech synthesis (denoted 'voice recognition / voice synthesis') and call routing.

The above phone call using voice recognition means that when a customer calls the main phone and speaks a name or a word, it recognizes the word and connects the call based on information registered in advance, or provides information to ARS. If you move, you will be connected to a company that has registered with a company that provides voice-recognized representative telephone service. Therefore, the customer was connected to the company without knowing the brand or service reliability of the company in advance. In the case of using a business name, even if it is a registered business name without knowing whether it is not registered and if it is not formalized or if there is a similar business name, there may be a problem that is connected to another registered business. And 1020000046675 and 1020000055427 as mentioned There is a similar limitation on the method of designating a business to be established.

In order to comprehensively solve the above-mentioned economic and technical problems, it is possible to distribute not only ordinary telephones but also mobile phone customers' orders as efficiently as possible to minimize the size of the call center and to provide better local service. It is to suggest an alternative.

In order to solve the problems described above, the present invention provides an alternative that enables close contact service by region while minimizing the size of the call center by efficiently distributing orders of mobile phone customers, who have the most variables in the construction of intelligent call centers. To present.

In order to achieve the above object, the present invention lists the franchisees or customer's short addresses (minimum legal building and building name) of the region ordered in the past by the ARS, and allows the customer to select a region that the customer currently wants to order. In order to solve the problem that it is difficult to accurately listen and the resultant rejection is very large, by sending a message to the mobile phone and displaying the message simultaneously with the ARS, the user can select a region after checking the message without hearing all the information directed to the ARS. In addition, if the customer selects a number other than the headquarters call center and connects directly to the affiliate and orders, providing separate incentives, the customer will be minimized to the headquarters call center.

However, most of the recently released mobile phones can be checked during a call when a necessary message is pushed by the carrier, but when the message cannot be checked during the call, the exchanger uses the caller number of the ordering customer to record the past orders. If there is, send a message of a specific format including several callback numbers immediately after the connected call is turned off, and as soon as the customer presses the number of the corresponding list included in the sent message, If a message method is possible and a method using multiple callback numbers is not possible, the method using SMS or MMS, which is the most classical method, may be used.

In addition, in the case of a message method having a plurality of callback numbers, the customer may store the message sent from the headquarters without deleting it, and then apply for the service by directly connecting with the affiliate store by pressing the affiliate store number to be connected in the corresponding message screen when reordering. Of course, the classic method is to connect to the ARS by pressing the SEND or call button on the message screen, and then press the corresponding merchant number button. However, if the message can be stored and used again, the message type is only SMS and MMS, but the pushed message can also be stored and used again when retried.

In addition, listing the order in which customers are guided most often, starting with the customer's most frequent location, reduces customer's ARS and messaging, reducing local stress and time, resulting in very low customer dissatisfaction with the call center. It may be a call center merchant connection, and as a basis for setting this order, past orders according to season, monthly, day of the week, and daily, and "AM, PM", "A: Outside time, B: 3" ? 5 o'clock, C: 6? 7 o'clock, ... ... after the type determination such as "," 0? 23 o'clock ", etc. It will be arranged according to the time form, and a detailed example thereof will be given in the description of the back page drawing.

If you want to connect to an affiliated store using voice recognition, you can send a message to your mobile phone and speak the merchant number or merchant name or region name displayed on the message, and you can easily connect to the merchant and place an order. In the case of 0 or the call center, the customer will be able to conveniently order because the customer is connected to a representative merchant or central call center.

In the case of the LBS method, the merchant jurisdiction has a narrow business, such as the pizza or chicken industry, and if there are 2-3 merchants in the searched area, and if there is a transaction in all, the question of which merchant is appropriate is to connect the LBS. If there are two or more affiliate stores in the same area by tying affiliated stores whose location is confusing, the order is processed by connecting to the representative affiliated stores in each region and processing the order, and then ordering to the corresponding affiliated stores through the headquarters order DB. If the regional interests are complicated, it may be possible to set up a small regional call center by combining several regions, so that the example will be described as a regional representative affiliated store.

In addition, due to the nature of the mobile phone customers, if the customer's location is not constant and the customer selects the merchant incorrectly, the connected order phone is not in the affiliate's area. Rather than having the customer call the merchant again, we immediately check the address through the customer DB and receive the order and deliver the order to the merchant through the company order DB, which will be resolved. In this case, you can provide a fee per case but settle the monthly payment through our system.

In practical application, the above-described method will be used in combination as appropriate to the situation, and the method and apparatus according to the present invention will be described in detail with reference to the accompanying drawings.

1 is a general flow diagram of the present invention, when a customer calls a representative phone with a mobile phone 101, the exchange 102 inquires the mobile phone customer DB 103 of the exchange and connects to the call center 106 if there is no information. And, if there is information, sending the message to the customer's mobile phone 101 by transmitting the location and the name of the affiliate store to the message transmission system 104 according to the order set in consideration of the various time types of the customer, and at the same time ARS 105 If the customer selects the number or call center number of the affiliated store or speaks the number or affiliated store name or region name (including call center) in the middle of guiding the inquiry to the customer by voice, the affiliated store through the voice recognition system 115 When the call is selected, the call is automatically connected to the selected place, and when connected to the call center 106, the information such as the address of the customer is stored in the head office customer DB 108 and then ordered. Received and stored in the headquarters order DB (109), if connected to the affiliated store 110, customer information is popped up in the management system of the merchant, so only accept orders, and orders placed in the headquarters order DB (109) the management system of the merchant The real-time check is processed by the merchant 112.

The information of the customer registered in the head office customer DB 108 in the call center 106 is checked and processed in real time by checking the order registered in the head office, and at the same time, the customer information is also stored in the customer DB 111 of the merchant, and the changed customer information ( 111) and the day order phone details 112 are uploaded to the head office at the designated time, the head office is the caller number of the order phone collected from all affiliates based on the head office customer DB (108), the date and time of the call, the jurisdiction merchant Information to be uploaded to the mobile phone customer DB 103 of the exchange based on a time type arranged in consideration of seasons, months, days of the week, etc. at a designated time every day by referring to the integrated order phone DB 113 storing data on information. Will create and upload it.

Here, the call center 106 should be regarded as a concept including a regional call center and a regional representative affiliated store, not merely a head office call center, and the intelligent network includes an exchange 102, a mobile phone customer DB 103, a message transmission system 104, and an ARS system ( 105), the location of the intelligent network may be a part of the internal system of the exchange that provides the main phone service, a private intelligent network built at the headquarters of the chain company, and 060, 070, 080 instead of 15XX. It may be part of the internal system of the exchange of the corresponding company, or the voice recognition exchange 114 and the voice recognition representative number company DB 115 is the exchange and company DB of the service company operating the representative number capable of voice recognition, The DB consists of mutual and telephone numbers to be connected or includes a telephone number to be connected with a detailed company name in case of a business.

In addition, in the method of calling the representative phone of the company, in addition to remembering the representative number, the method of connecting the name of the business to the representative phone through voice recognition after calling the representative number provided by the company capable of voice recognition is also available. have.

FIG. 2 is a flow chart illustrating the processing of an order through a mobile phone. When the mobile phone customer 201 calls the representative phone (202), the caller information of the mobile phone is checked (204) at the exchange 203 and there is no information. In case of (prevention, error, etc.), check the LBS available (226), if there is caller information, check the current time, generate a code corresponding to the time type of the already established company, and move the exchange with the caller information. Inquire 205 the telephone customer DB 206, check LBS available 226 for new customers without registered information, and do not use order 208 for each customer 207 already registered. In the simple method that is not connected to the affiliated store corresponding to the number 1 of the mobile phone customer DB (206) of the exchange, the order by type (208), the order of applying all the local information ordered by the customer according to the time type Using ARS Alternatively, in order to send a message by arranging the existing local information (209) to send the message to the customer's mobile phone through the message sending system 210 (211) while at the same time voice guidance to the customer through the ARS system 212 (213) ), And the customer checks the received message or selects the region identified by ARS (214), the exchange automatically connects to the affiliated store (215) or call center, and when connected to the call center, LBS is available ( 227), and if connected to the merchant (215), the management system queries the customer DB (217) of the merchant (216), if there is no customer information is not connected to the jurisdiction of the affiliated merchants customer information from the headquarters customer DB (225) immediately Inquiry (224) to receive orders and requests received (226) and enter into the order DB (234) of the head office, if the customer DB 217 of the merchant automatically pops up a window for customer information and orders received (218) ) After receiving the receipt and requirements (219), enter the merchant order DB (220), print out the slips to produce food and deliver (221), if there is any other request or information of the customer when delivery Stored in the customer DB 217 of the merchant (222) for future reference.

If you do not have the caller information (204) above, or if you select a call center without selecting new customers and regions (214), check the LBS available (227), if not available, connect directly to the central call center (231), and use If possible, if there is a representative store in the region through the customer location check (228) (229), the connection to the representative merchant (230), the central call center 231 or the representative merchant (230) customer address and customer information After registering (232) and receiving orders and requirements (233) will be entered into the order DB (234) of the headquarters, where the representative store 230, the part indicated by the local call center if necessary There is no problem with the workflow.

If the customer 201 directly orders the merchant, not the representative phone 202, the merchant's management system 235 looks up the customer DB 217 of the merchant, if there is no customer information, the customer's address and customer information After registration (238) and accept orders and requests (219), if there is customer information (237) automatically receive a window for customer information and order acceptance (218), so accept orders and requirements (219) After entering the merchant order DB (220) and then output the slip to prepare the food and deliver (221).

In addition, the merchant management system searches the order DB (234) of the headquarters in real time, if there is an order of the merchant immediately stores the order details to the merchant's order DB (220) and then prints out the slips to manufacture and deliver the food At the same time, the customer DB 225 of the head office stores the customer's address and customer information in the customer DB 217 of the merchant, and the merchant stores the customer DB (the customer DB (217) among the customer DB 217 at the designated time. 225) upload the contents that have not been uploaded, and at the same time order the phone information related to the order in the order DB 220 received on the day to upload to the integrated order phone DB (223) of the head office.

Based on the head office customer DB 108, the head office summarizes the seasonal, month, and day of the week as illustrated in FIG. Based on the information to be uploaded to the mobile phone customer DB 103 of the exchange is to be uploaded.

Figure 3 is a flow chart for order processing through voice recognition, when the mobile phone customer 301 calls the representative phone 302 capable of voice recognition and speaks the corresponding company name, the exchanger 303 checks the caller information of the mobile phone. (304) If there is no information (due to prevention, error, etc.), check the LBS available (329), and if there is caller information, check the current time to generate a code corresponding to the time type of the company already set Check the LBS available (329) for new customers who do not have registered information by checking the mobile phone customer DB (306) of the exchange together with the caller information. If the customer (305) is already registered, the name of the existing affiliated store and region Etc., 307 are stored in the memory in the exchange 308, and the message is transmitted to the mobile phone of the customer via the message sending system 309 (310) while at the same time voice guidance to the customer through the ARS system 311 When the customer confirms in the received message or speaks the corresponding number or affiliate name or region name confirmed by ARS (312), the exchange recognizes the information using the voice recognition system and then retrieves the information and the information stored in the exchange's memory. (313) check the LBS available for call center connection (329) if there is no information, if the information is the merchant number or merchant name (314) automatically connected to the corresponding merchant (315), if not the local information If compared with the name (324), and connected to the local representative affiliated store (332), if not in the local name to the call center, check the LBS available (329) if connected to the call center, if the connected place is affiliated management The system inquires 316 of the customer DB 317 of the affiliated store, and all of the following work flows are the same as in FIG. The.

FIG. 4 is a flow diagram of a message type order processing including a plurality of callback numbers. When the mobile phone customer 401 calls the representative phone 402, the caller information 404 of the mobile phone is exchanged by the exchange 403. If there is no information (due to prevention errors, etc.) by checking, check LBS available (427). If there is caller information (404), check whether it is a new call (405). 2 minutes ago), the order phone came in immediately before, the telephone was switched off and the message was sent once, so check the LBS available (427) to connect to the call center immediately. After checking and confirming the type corresponding to the time type of the already established company, the mobile phone customer DB (407) of the exchange with the caller information is inquired (406), and LBS can be used in the case of a new customer without registered information (427). ), Already In the case of a registered customer, the display order of the inquired local information is sorted (409) and transmitted to the message sending system (410), the exchange connection is off (411), and then the message is transmitted to the mobile phone of the customer (412). The customer selects the number to designate the area in the received message screen (413) or presses the SEND or Call button to make a call to the designated callback number, and if the connected center is a call center other than an affiliated store, it is possible to use LBS (427). And, if the connected place is an affiliated store management system 415 queries the customer DB 417 of the affiliated store, all the flow of the following will be the same as Figure 2 described above, further description will be omitted here.

Due to the nature of mobile terminals, it is impossible to use multiple callback numbers, so if you use the most traditional method of SMS or MMS, it is not possible to directly press the local number on the received message screen. Or by pressing a call button to call the representative call 402, which is a single callback number, connected to the ARS of the exchange, and then press the area code to connect to the affiliate store, so a separate description is omitted.

However, in the case of a message method having a plurality of callback numbers using a message stored in the future when ordering later, you can apply for the service by pressing the merchant number to be connected in the message screen. After pressing to connect to ARS, you can connect by pressing the corresponding merchant number.

Figure 5 is a voice recognition representative in the company's representative phone connection and order processing through the voice recognition representative number, the customer can call the representative number 502, which becomes the voice recognition in the exchange flow chart, and say the business name or business type 503, voice recognition representative number Inquiry information corresponding to the word recognized in the customer DB (505) of the service provider, if registered as an independent mutual (504), and connected to the corresponding company's main phone (513), the word is the type of business or detailed mutual If you have a phone number to be associated with the registered company of all registered companies in the display order (506) stored in the memory (507) and then sent to the customer's mobile phone through the message delivery system (508) (509) At the same time to perform a voice guidance to the customer through the ARS system 510, the customer confirms in the received message or say the corresponding number or company name confirmed by ARS (511), voice After recognizing the word according to the food system, it compares it with the information stored in the memory and if there is no information (512), terminates (528) or ARS (510) checks the message and asks the company name again. If there is (512) the phone is connected to the representative phone of the registered company (513), the exchange of the receiving company 514 check whether it is a regular phone or a mobile phone (515), the general phone of the exchange if the phone Check whether the customer is a registered customer in the customer DB (523) (522), and in the case of a mobile phone, check whether the customer is a registered customer (516) in the mobile phone customer DB (517) of the exchange, and if the customer is a registered customer, connects to the corresponding merchant ( 518) to receive the order (526), if the new customer is connected to the call center (520) to register (521) after the customer receives the order (526) to take the procedure of delivery (527). From the moment it is connected to the exchange 514, 2? Is omitted because the description in the fourth.

In this case, when the word is a business type or a detailed trade name, the detailed trade name display order 506 may be applied to various criteria. In general, when the word is displayed at the top, it is easy to be noticed by customers, and based on a company paying a lot of advertising costs. If it is close to the information required from the public agency or other customer's point of view, the order may be determined based on criteria that are considered important for the customer's point of view.

6 is a structure of the mobile telephone customer DB 103 of the exchanger. The time type is a characteristic of the mobile telephone, which is often different from the location of the client who makes a telephone call. Since it is influenced by the type of business and the characteristics of the company, it is the code specified for the time type to be applied to each customer after the designation by the company in consideration of the type of business and the characteristics of the company.

Merchant location name is the region and the merchant name that are determined in order from the region with the highest number of orders per code, the callback number is the phone number of the affiliate to be connected, and the region name is the name of the region that is needed when connecting to the representative representative of the region without knowing the specific merchant name. For example, a representative affiliate callback number means a telephone number of a representative affiliate store corresponding to a local name, and an example of information to be included in a detailed DB may be referred to FIGS. 8 and 9.

Figure 7 is an example of the use of time type and customer type according to the characteristics of the company analyzes the time type of the Chinese house operated 24 hours and set to five, A type is the type for the remaining time not specified by the customer, Type B is for the time from 6 am to 10 am on time, Type C is for the time from 10 am to 7 pm on time, and D type is from 7 pm to 9 pm on time The type for the time of, and E type was specified as the type for the time from 9 pm to 6 am on time.

Customer 1 is integrated into type C and D and other times of type A, and the order of display according to the three types is set, and customer 2 is type B and D and other times into type A, The order to be displayed is set accordingly, and customer 3 will be integrated into only one other time type A and customer 4 will be integrated into B, C, D and A types and set to four.

In addition, weekdays and holidays have different time zones for order phones, so if the day you call the call center is a public holiday, the customer orders of the customer's mobile phone DB on the exchange are set to three types A, B, and C instead of four.

Figure 8 is an example of the generation of the mobile phone customer DB information of the exchange through the analysis of the customer's order phone, four regions were identified in the customer's order record, Wolgye-dong home, Gangnam is a company, Jongno language school, Gangseo-gu parents If it is set to "home", it is assumed that it will be almost home, except for type C in the company and type D in the language school.

According to this generation process, when the customer 1 calls the A type time, the existing area order of the received message 210 is shown in the order of the merchant location name 1,2,3,4 of the type time. When calling, Wolgye-dong Indeokdae comes to No. 1, when you call in C-type time, Gangnam Bridge Station is 1, and Jongno Pagoda Park is 1 in D-type time, so you can further reduce your selection time.

Figure 9 is an example of the generation of the mobile phone customer DB information of the voice recognition exchange through the analysis of the customer's order phone, four areas were identified in the order record of customer 1, the name of the area of Indeok Dadae is Wolgye-dong house, If the name of the area is Gangnam, it is a company, the name of Pagoda Park is Jongno-ro, and the name of Hwagok Station is Hwagok-dong. This is based on the assumption that it will be proportional to the number of orders over time under the premise that it will be at.

According to this generation process, when the customer 1 calls the A type time, the existing area order of the received message 310 is shown in the order of the merchant location name 1,2,3,4 of the type time. When calling on time, Induk Daedae point is 1 and the local name Wolgye-dong is displayed as 11, when calling on C type time, the change point is 1 and Gangnam is 11, and Pagoda Park is displayed at D type time. The point is number 1 and the area name Gangnam is displayed as 11, so you can easily check the affiliate name and say the corresponding number or affiliate name (area name) and it will be connected automatically.

However, in the case of a simple type that registers and uses only one affiliated store in the relevant time type, rather than transmitting all the regional names ordered by ARS or a message, the customer 1 will be connected to the affiliated store number 1 for each time type. When calling, Wolgye-dong Indeokdae point, C-type time when you call, Gangnam Gyodae branch, D-type time to Jongno Pagoda Park branch can be connected without a separate ARS or message transmission, and also simple time without specifying the method If there is only information in field 1 for each type, it may be automatically connected to the affiliated store without any selection.

FIG. 10 is a structure showing a format of a message including a plurality of callback numbers. The number of affiliated stores is a number of affiliated stores having local information, and has a value between 1 and 9, and the affiliated store location name is a local information name (usually displayed on a mobile phone). And the merchant callback number is composed of the telephone number of the merchant to be connected when the customer selects the local information name.

11 is connected to the ARS in the form of a message 210 to be displayed on the mobile phone, and while the voice message 212 is being guided at the same time, press the corresponding merchant number or call center number (zero), the type of mobile phone terminal Accordingly, you can select the message line by touching your finger, and the call will be connected to the merchant corresponding to the selected number.

Figure 12 is connected to the ARS in the form of a message 310 to be displayed on the mobile phone, while the voice message is being guided at the same time while saying the merchant number or merchant name or area name code or region name (312) corresponding through the voice recognition system Before the call is connected to the affiliated store 315 or the representative affiliated store 332 or the call center, the LBS available 329 will be checked.

FIG. 13 shows that a call made with 15XX, which is a representative telephone number 402, is displayed on a mobile phone of a message including a plurality of callback numbers. When the number 413 is pressed, the call is connected to the callback number described in FIG. 8 (435), which is connected to the caller's unique order phone number designated as the callback number instead of the main phone. If the customer presses 0 or the Send button on the message screen, the call is reconnected to the exchange 402, but the previous call 405 remains in the exchange and immediately before connecting to the call center. In the process of checking the available LBS available (427), depending on the type of mobile phone terminal can be selected by touching the line of the message with your finger. All.

In addition, if you can save these messages and retrieve them again, you can press the corresponding number on the inquired screen or press the Send button at any time to make an order call to the corresponding merchant or call center. The specific method in the mobile phone terminal that dials and calls the corresponding callback number is to be processed by S / W and H / W + S / W, but there are many kinds of methods. It is not specified.

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.

As described above, the existing intelligent call center can realize the orders made by the representative telephone, but can only support the regional specialty services and customer specialties and requirements that can be supported only by the merchants that actually manufacture and deliver through the direct relationship between individual merchants and customers. Although it is a system that can build an efficient and inexpensive call center that can help to reflect the cost, but because of the characteristics of the mobile phone customers, the customer's location is not constant, so there was a limit in distributing the customer's order phone to the merchants. In addition, ARS, where customers feel resentment of existing order area information and merchant names, sends messages organized in the region most likely to be located according to the time zone, and is intuitively selected through number buttons, touch, and voice recognition. On the LBS affiliate By solving by introducing the concept of institutions representing merchants will be able to prevent the dispersion is concentrated to a call even if the call center as well as a desk phone to a mobile phone to install and operate a call center representatives also take advantage of the phone's small headquarters.

Claims

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