KR20120114431A - Mobile terminal and client service managing system and thereof method - Google Patents

Abstract

PURPOSE: A communication terminal for improving of a customer service and reducing consultation overload of a customer center, system for operating the customer service and a method using the same are provided to enable a user to read an electronic manual installed in the communication terminal and recognize basic contents, thereby the user does not need to make a call the customer center. CONSTITUTION: A memory(51) stores an electronic manual related to use and customer inquiry of a product. A control unit(30) reads the electronic manual. A display unit(24) displays the read electronic manual on a screen. A call connection icon for communicating with the customer center of the product is displayed on the electronic manual. A voice output unit performs voice guidance which corresponds to a selected menu when a menu of the electronic manual is selected by the user. [Reference numerals] (10) Wireless processing unit; (12) Data processing unit; (14) Audio processing unit; (16) Voice IC; (22) Camera image processing unit; (24) Display unit; (26) Interface unit; (30) Controlling unit; (51) Memory unit(electronic manual storage)

Description

Communication terminal, customer service operation system and customer service operation method using the same to improve customer service and reduce the consultation load of customer center {MOBILE TERMINAL AND CLIENT SERVICE MANAGING SYSTEM AND THEREOF METHOD}

The present invention relates to the field of using a communication terminal, and more particularly, to a communication terminal, a customer service operating system, and a customer service operating method using the same for improving customer service and reducing consultation load of a customer center.

The user's demand for various applications using communication terminals such as PDAs, cellular phones, smart phones, etc. is increasing rapidly in recent years.

Customer centers are generally operated by manufacturers, affiliates or operating companies to provide customer service for various products used by people, for example, home appliances, automobiles or communication terminals.

Therefore, a user having a communication terminal, for example, frequently calls a customer center and conducts a telephone consultation with a counselor when the user's use or handling of the communication terminal is immature. However, in this case, the user usually needs to listen to the ARS voice and press a button several times before the desired consultation can be made.

On the other hand, it is difficult for the customer center to handle the runaway inquiries even if the ARS is introduced and hundreds or thousands of counselors are working, thereby increasing the cost of operating the customer center.

In addition, it is difficult for a user to make a direct call with a counselor related to a corresponding inquiry of a customer center and to receive various documents or image data during or after a call with the consultant.

The technical problem to be solved by the present invention is to provide a communication terminal, a customer service operating system and a customer service operating method using the same for improving the customer service and reducing the consultation load of the customer center.

Another technical problem to be solved by the present invention is to provide a communication terminal, a customer service operating system and a customer service operating method using the same, which can reduce or minimize a call required to connect to a customer center.

Another technical problem to be solved by the present invention is to provide a method for reducing or minimizing the consultation load of the customer center.

Another technical problem to be solved by the present invention is a communication terminal, customer service operation system and customer service operation using the communication terminal that can immediately receive the desired inquiry without the need to listen to unnecessary voice guidance in the call with the customer center In providing a method.

Another technical problem to be solved by the present invention is a communication terminal capable of providing a direct consultation with a counselor of the desired menu in the customer center to provide optimal customer convenience and service, and a customer service operating system and customer service using the same. To provide a method of operation.

Another technical problem to be solved by the present invention is to provide an improved operating system and operating method that can receive a request information desired by the user as a mobile fax, text, email, or image data while receiving a customer consultation service.

Another technical problem to be solved by the present invention is a communication terminal capable of providing a customer convenience and service by downloading an update manual provided from a manufacturer, a carrier or an affiliate through an communication terminal as an application and a customer service operating system using the same; To provide a way to operate customer service.

In order to achieve the above technical problem, a communication terminal according to an aspect of an embodiment of the present invention:

A memory for storing electronic manuals relating to the use of the product and customer inquiries;

A controller for reading the electronic manual stored in the memory in response to a user request; And

And a display unit for displaying the electronic manual read by the controller on a screen.

In an embodiment of the present disclosure, a call connection icon for communicating with a customer center of the product may appear in the electronic manual.

In an embodiment of the present disclosure, a voice output unit may be further provided to perform voice guidance corresponding to the selected menu when the menu of the electronic manual is selected by the user.

In an embodiment of the present disclosure, when the call connection icon is touched or pressed by the user, a telephone call may be automatically connected to an agent corresponding to a corresponding menu in the customer center of the product.

In an embodiment of the present disclosure, when the product shown in the electronic manual is a communication terminal, the customer center may be a mobile communication customer center connected to a plurality of counselor phones.

In an embodiment of the present disclosure, when the product shown in the electronic manual is an electronic device, the customer center may be an electronic service customer center connected to a plurality of counselor phones.

In an embodiment of the present disclosure, when the product shown in the electronic manual is a vehicle or a machine, the customer center may be an automobile service customer center or a machine service customer center connected to a plurality of counselor phones.

In an embodiment of the present invention, the electronic manual may be downloaded through a communication network or stored in the form of a CSD file in advance when the product is shipped.

In an embodiment of the present disclosure, the communication terminal may be a smart phone capable of downloading an application program through an Internet connection.

In order to achieve the above technical problem, a communication terminal according to another aspect of the embodiment of the present invention:

A memory for storing an electronic manual related to the use of the communication terminal and a customer inquiry in the form of a multi-level menu, wherein the electronic manual includes a call connection icon for directly communicating with a customer center of the communication terminal;

A controller for reading the electronic manual stored in the memory in response to a user request; And

And a display unit for displaying the electronic manual read by the controller on a screen.

In an embodiment of the present disclosure, when the call connection icon displayed on the display unit is touched or pressed by the user, a telephone call may be automatically connected to an agent corresponding to a corresponding menu in the customer center of the communication terminal.

In an embodiment of the present disclosure, when a specific menu of the electronic manual is selected by the user, a voice guide corresponding to the selected menu may be sent.

In an embodiment of the present disclosure, the multi-level menu of the electronic manual may include a terminal manual relating to a terminal, a service, a charge, and a quality; A quick guide on terminals, services, rates, and quality; FAQs or videos based on age or gender; At least one menu among an alien, a 24-hour corner, and a disabled TTS and a customer inquiry menu may be included as an electronic document file.

In an embodiment of the present disclosure, the electronic manual may be updated to the latest version when the communication terminal connects to the customer center through a wireless communication network.

In an embodiment of the present disclosure, the multi-level menu of the electronic manual may include at least one menu and detailed content among a terminal manual, a mobile communication service provider manual, a network manual, a FAQ, a troubleshooting method, and a video usage menu as an electronic document file. Can be.

According to an embodiment of the present disclosure, the electronic manual appears as a main configuration menu when a user presses or touches an execution icon displayed on the screen of the display unit, and hierarchically appears as a submenu when one of the main configuration menus is selected. Can be.

In an embodiment of the present disclosure, when a telephone call is automatically connected to the counselor, the communication terminal may receive data related to the request contents through SMS, mobile fax, or e-mail.

In an embodiment of the present disclosure, when a telephone call is automatically connected to the counselor, the user may not receive a guide menu through ARS.

In an embodiment of the present disclosure, when a telephone call is automatically connected to the counselor, the user may receive a bill related to the contents of the inquiry to a mobile fax or an e-mail address.

In order to achieve the above technical problem, the customer service operating system according to another aspect of the embodiment of the present invention:

A customer center server connected to a communication network to which a communication terminal is connected in plural and connected to the communication terminal by an electronic manual related to the use of a product and a customer inquiry stored in a memory of the communication terminal;

A consultation telephone connected to the customer center server in plurality and grouped according to a menu of the communication-connected electronic manual; And

And a database for storing data relating to the electronic manual and data relating to usage of the product.

In an embodiment of the present disclosure, when the product shown in the electronic manual is a communication terminal, the customer center server may be a mobile communication customer center server.

In an embodiment of the present disclosure, when the product shown in the electronic manual is an electronic device, the customer center server may be an electronic device service customer center server.

In an embodiment of the present disclosure, when the product shown in the electronic manual is a vehicle or a machine, the customer center server may be an automobile after-service customer center server or a mechanical after-service customer center server.

According to an embodiment of the present disclosure, the electronic manual may include at least one menu and detailed contents among a terminal manual, a mobile communication service provider manual, a network manual, a FAQ, a trouble shooting method, and a video usage menu as hierarchical step-type electronic document files. It may include.

In an embodiment of the present disclosure, the electronic document file may be a PDF or a CSD.

In an embodiment of the present disclosure, the electronic manual may be downloaded to the latest version when the communication terminal connects to the customer center server through a communication network.

In an embodiment of the present disclosure, when the consultation telephone is connected to the communication terminal, the customer center server may transmit a matter related to the inquiry contents of the user of the communication terminal by mobile fax or e-mail.

In an embodiment of the present disclosure, the electronic manual includes at least one menu and detailed contents of an electronic manual, an electronic equipment after-sales service manual, a FAQ, a troubleshooting method, and a video usage menu as hierarchical step-type electronic document files. can do.

According to an embodiment of the present disclosure, the electronic manual may include an electronic document in a hierarchical step form including at least one menu and detailed contents among a car manual, a car after service company manual, a FAQ, a winter breakdown, a first aid, and a video treatment. Can be included as a file.

In order to achieve the above technical problem, a mobile communication customer service operating system according to another aspect of an embodiment of the present invention:

A mobile communication customer center server connected to a communication network connected to a plurality of communication terminals, the mobile communication customer center server being connected to the communication terminal by an electronic manual related to the use of a mobile communication terminal and a customer inquiry stored in a memory of the communication terminal;

A consultation telephone connected to a plurality of mobile communication customer center servers and grouped according to a menu of the communication-connected electronic manual; And

And a database for storing data relating to the electronic manual and data relating to usage of the mobile communication terminal.

In an embodiment of the present disclosure, a call connection icon for directly communicating with the mobile communication customer center server may be installed in the electronic manual.

In an embodiment of the present disclosure, when the call connection icon is touched or pressed by the user of the mobile communication terminal, the mobile communication customer center server may directly connect a counseling phone corresponding to the corresponding menu.

In an embodiment of the present disclosure, when a specific menu of the electronic manual is selected by the user, a voice guide corresponding to the selected menu may be sent.

In an embodiment of the present disclosure, a menu of the electronic manual includes: a terminal manual relating to a terminal, a service, a charge, and a quality; A quick guide on terminals, services, rates, and quality; FAQs or videos based on age or gender; The electronic document file may include at least one of a foreigner, a 24-hour corner, and a disabled TTS and a customer inquiry menu.

In an embodiment of the present disclosure, the menu of the electronic manual may include at least one menu and detailed content among a terminal manual, a mobile communication service provider manual, a network manual, a FAQ, a trouble shooting method, and a video usage menu as an electronic document file. have.

In an embodiment of the present disclosure, the electronic manual may be updated to the latest version when the mobile communication terminal connects to the customer center server through a wireless communication network.

In an embodiment of the present disclosure, the electronic manual appears as a main configuration menu when a user presses or touches an execution icon displayed on a main screen of a liquid crystal display of the mobile communication terminal, and when selecting one of the main configuration menus, It can appear hierarchically as a menu.

In an embodiment of the present disclosure, the mobile communication customer center server may transmit data related to a user's inquiry or request content through SMS, mobile fax, or e-mail when communicating with the mobile communication terminal.

In an embodiment of the present disclosure, the mobile communication customer center server may not transmit a guide menu through ARS immediately after a communication connection with the mobile communication terminal.

In order to achieve the above technical problem, a mobile communication customer service operating method according to another aspect of an embodiment of the present invention:

Preparing an electronic manual related to the use of the product and a customer inquiry in a communication terminal of the customer, and having the call connection icon installed in the electronic manual for direct communication with the customer center of the product; And

If a call connection by the call connection icon is requested, the call connection with the customer center counselor phone corresponding to the menu of the electronic manual is provided.

In an embodiment of the present disclosure, after performing the call connection, the method may further include transmitting data related to a user's inquiry or request through a data communication network.

In an embodiment of the present disclosure, after performing the call connection, the method may further include transmitting data related to a user's inquiry or request through a mobile fax.

In an embodiment of the present invention, when the product is a mobile phone, the customer center may be a mobile communication customer center.

In an embodiment of the present invention, when the product is a home appliance, the customer center may be a home appliance service customer center.

In an embodiment of the present invention, when the product is a car, the customer center may be an automotive after-service customer center.

In an embodiment of the present disclosure, the electronic manual may include at least one menu and detailed contents among a mobile phone manual, a mobile communication service provider manual, a network manual, an FAQ, a trouble shooting method, and a video usage menu as a CSD file in a hierarchical step form. It may include.

In an embodiment of the present disclosure, the electronic manual may be stored or updated by downloading an app.

In an embodiment of the present disclosure, the call connection icon may be independently installed corresponding to the corresponding menu of the electronic manual.

In an embodiment of the present disclosure, the call connection icon may be correspondingly set as a shortcut key input.

In an embodiment of the present disclosure, when a call connection is performed by touching or pressing a call connection icon of the corresponding menu, code information of the corresponding menu may be transmitted from the mobile phone.

In order to achieve the above technical problem, according to another aspect of the embodiment of the present invention, a computer-readable recording medium recording a program is:

Preparing an electronic manual related to the use of the communication terminal and a customer inquiry in the user's communication terminal, and the electronic manual having a call connection icon installed thereon for directly communicating with the customer center of the communication terminal; And

When a call connection by the call connection icon is requested, a computer-readable recording medium recording a program for executing a function of performing a call connection with a customer service agent telephone corresponding to a corresponding menu of the electronic manual.

According to an embodiment of the present disclosure, after performing the call connection, a function of transmitting data related to a user's inquiry or request content through a data communication network may be additionally executed.

In an embodiment of the present disclosure, when the call connection icon is touched or pressed by the user of the communication terminal, a function of directly connecting a counseling telephone corresponding to the corresponding menu may be executed.

In order to achieve the above technical problem, a communication terminal according to another aspect of an embodiment of the present invention,

A memory storing an electronic manual and a virtual customer center manual related to the use of the electronic device and a customer inquiry, wherein one of the electronic manual and the virtual customer center manual includes a call connection icon for directly communicating with a customer center of the electronic device;

A controller for reading the electronic manual or the virtual customer center manual stored in the memory in response to a user's request; And

And a display unit for displaying the electronic manual or the virtual customer center manual read by the control unit on a screen.

In an embodiment of the present invention, the electronic manual and the virtual customer center manual may be updated to the latest version in the app download.

In order to achieve the above technical problem, according to another aspect of the embodiment of the present invention, the customer service operating system,

A customer center server connected to a communication network to which a communication terminal is connected in plural and connected to the communication terminal by an electronic manual and a virtual customer center manual related to the use of a product and a customer inquiry stored in a memory of the communication terminal;

A consultation telephone connected to the customer center server in plurality and grouped according to a menu of the communication-connected electronic manual or virtual customer center manual; And

And a database for storing data relating to menus of the electronic manual and the virtual customer center manual and data relating to usage status of the product.

In an embodiment of the present invention, the customer center server may be a server that provides a newspaper or a magazine, provides a complaint document, or provides an after-sales service guide of an electronic product.

According to the exemplary embodiment of the present invention, calls that are requested to connect to the customer center are reduced or minimized, so that the counseling load of the customer center is reduced or minimized.

In addition, the user of the product can read the electronic manual embedded in the communication terminal by themselves or view the virtual customer center manual to know the basic contents of the use or handling of the product, so that unnecessary calls with the customer center are not required.

In addition, if the user of the product does not obtain what he / she wants by the electronic manual, the user can directly consult with the consultant of the desired menu in the customer center by touching or pressing the call connection icon displayed for each menu of the electronic manual. You do not need to listen to the voice prompts, you can immediately consult the questions you want. Thus, customer convenience is also optimally achieved.

Moreover, while receiving the consultation service, the user can receive request information desired by the user as mobile fax, text, e-mail, or image data.

1 is a block diagram of a customer service operating system according to an embodiment of the present invention;
2 is an exemplary detailed block diagram of the communication terminal of FIG. 1;
3 is an example of an electronic manual stored in the communication terminal of FIG. 2 and a call connection diagram with a customer center;
4 is an exemplary operation control flowchart of the controller of FIG. 2;
5 is an operation control flowchart of the customer center server of FIG.
6 is a table map diagram of corresponding agent matching applied when the operation of FIG. 5 is performed;
7 and 8 are diagrams illustrating menu screens of the electronic manual shown in the operation of FIG. 4;
9 and 10 are screen examples of the data service shown in the operation of FIG.
11 is a view for explaining the effect of reducing the call request to the customer center according to an embodiment of the present invention,
12 is an example of various electronic company-specific manuals stored in the communication terminal of FIG. 2 and a call connection diagram with a customer center; and
FIG. 13 is a control flowchart of downloading and using an electronic manual for each company in an application form according to the example of FIG. 12 and performing a call request.

BRIEF DESCRIPTION OF THE DRAWINGS The above and other objects, features, and advantages of the present invention will become more apparent from the following description of preferred embodiments with reference to the attached drawings. However, the present invention is not limited to the embodiments described herein and may be embodied in other forms. Rather, the embodiments disclosed herein are provided so that this disclosure will be thorough and complete, and will fully convey the concept of the invention to those skilled in the art, without intention other than to provide an understanding of the present invention.

In the present specification, when it is mentioned that any element or line is connected to the target element block, it includes not only a direct connection but also a meaning indirectly connected to the target element block through any other element.

In addition, the same or similar reference numerals given in each drawing represent the same or similar components as possible. In some drawings, the connection relationship of elements and lines is shown for an effective explanation of the technical contents, and other elements or circuit blocks may be further provided.

Each of the embodiments described and illustrated herein may also include complementary embodiments thereof, and may be used in general in terms of communication and data communication of a conventional smart phone, a structure of a CSD or PDF file, or a call connection to a counselor in a customer center. Note that the operation is omitted so as not to obscure the subject matter of the present invention.

1 is a block diagram of a customer service operating system according to an exemplary embodiment of the present invention.

Referring to the drawings, communication terminals 50, 60, and 70 used by users may be connected to the customer center servers 200 and 210 through a communication network 100 including the Internet 101 and a mobile communication network 110. have. In FIG. 1, for example, the customer center server 200 may be a mobile communication customer center server that performs customer service in connection with the use of a communication terminal or a charge inquiry and various consultations of the communication terminal. In such a case, the customer center server 200 may be connected to a data processing apparatus 207 such as a computer and a plurality of consultation telephones 201 and 202 for a plurality of customer services. In addition, the customer center server 200 is connected to a database 205 in which customer information, customer usage information, call history information, billing information, and communication contract information and consultation-related information of the communication terminal are accumulated. .

Here, the customer center server 200 may have a web server function together with a function of a customer consultation server. Accordingly, the communication terminal (for example, smart phone 50) may perform data communication with the customer center server 200 through the Internet 101. In addition, the communication terminal 50 may be connected to the consultation telephone 201 of the customer center server 200 through the mobile communication network 110 to make a consultation call between the user and the counselor.

Meanwhile, in FIG. 1, for example, the customer center server 210 may be an electronic product service customer center server that performs customer service in connection with the use of home appliances or various consultations of home appliances. In such a case, the customer center server 210 may be connected to a plurality of consultation telephones 211 and 212 for a plurality of customer services. In addition, the customer center server 210 may be connected to a database 215 that accumulates data of customer information, customer use information, after-sales service agreement information, consultation related information, and the like of the home appliance. Similarly, the customer center server 210 may perform a web server function to perform data communication with the communication terminal 50.

In an embodiment of the present invention, the communication terminals 50, 60, and 70 correspond to memory 51, 61, and 71, respectively, for storing electronic manuals related to product use and customer inquiries.

The electronic manual is read in response to a user's request by the control unit 30 of the communication terminal 50 as shown in FIG. 2 and then displayed on the screen of the display unit 24 in the communication terminal 50. do. Accordingly, the user of the product can read the electronic manual embedded in the memory 51 of the communication terminal 50 by himself and can recognize basic contents regarding the use or handling of the report product. Therefore, if the product related questions are resolved after viewing the electronic manual, it is not necessary to make unnecessary calls with the customer center.

Meanwhile, in the electronic manual, a call connection icon for communicating with the customer centers 200 and 210 of the product may be displayed as reference numerals IC1, IC2, and IC3 of FIG. And when a call connection is required for other usage inquiries, the user may press or touch the call connection icon. Accordingly, since the call connection icon functions as an input of a shortcut key, a call connection with the customer center servers 200 and 210 is made through the mobile communication network 110. At this time, if the call connection icon is set independently for each menu, the user can directly consult with a counselor of a desired menu in the customer center, and immediately consult a desired inquiry without having to listen to the existing unnecessary voice guidance. Can be received.

Therefore, there is no need to wait for a long time for consultation, to listen to ARS unnecessarily, or to find the counselor separately. Therefore, a consultation service with optimal customer convenience is provided, thereby increasing the competitiveness of the consultation service of the product company.

On the other hand, the customer center server (200, 210) is not solved even by providing an electronic manual, most of the remaining consultation requests come, so that the number of consultation requests can be significantly reduced the counseling load. Because most of the consultation requests to the customer center are about the use of the product or the various functions embedded in the product, the call request is minimized or reduced when such questions are resolved in the communication terminal itself. Because.

The plurality of communication terminals 50, 60, and 70 shown in FIG. 1 may be a communication device such as a smart phone, a cellular phone, a mobile phone, a PDA, a notebook computer, a laptop computer, a tablet PC, or a portable multimedia player. It may have a block configuration as shown in FIG.

2 is an exemplary detailed block diagram of the communication terminal of FIG. 1.

Referring to the drawings, the communication terminal includes a wireless processing unit 10, a data processing unit 12, an audio processing unit 14, a control unit 30, a key interface unit 26, a memory unit 51, and a display unit 24. Include. In addition, the communication terminal may include a voice IC 16 for performing voice transmission and a camera image processor 22 for processing an image input to the camera.

The memory unit 51 stores electronic manuals related to product use and customer inquiries. The electronic manual may be stored in a mass storage (hereinafter, "MS") such as a NAND flash memory in the memory unit 51. The memory 51 may include a RAM-based volatile memory and a ROM-based nonvolatile memory alone or together. Here, at least one of mobile DRAM, EDP, PRAM, OneDRAM, Pseudo SRAM, LpDDR series DRAM, FRAM, Graphic DRAM, and ReRAM may be selected as the volatile memory. As the nonvolatile memory, at least one of NAND flash, NOR flash, OneNAND, PRAM, and ReRAM may be selected.

The controller 30 reads the electronic manual stored in the memory unit 51 in response to a user's request. Here, the controller 30 may be a microcontroller, a central processing unit, or a DSP. The controller 30 may include one or more processors to control overall operations of voice communication and data communication of the communication terminal according to a pre-built program. In the case of the dual processor, data communication may be performed by performing internet access through the gateway during or before performing voice communication.

The display unit 24 may be implemented as a conventional liquid crystal (LCD) display device for displaying the electronic manual read by the control unit 30 on the screen. However, in some cases, a display element such as an OLED, an AMOLED, or an e-paper may be employed. The lower part of the display unit 24 may be provided with a generation unit for generating a key input in response to the touch or pressing of a specific portion by the human body or other mechanism. If there is no separate keypad, the generating unit may function as the key interface unit 26.

The wireless processor 10 is responsible for transmitting and receiving an RF signal, and the data processor 12 performs modulation and demodulation on data transmitted and received. The audio processor 14 performs modulation and demodulation to process the audio signal. The microphone 18 converts a voice signal into an electrical signal and applies it to the audio processor 14. The speaker 20 outputs a voice signal provided from the audio processor 14 to be heard by the human ear.

In the present embodiment, when the electronic manual of the memory unit 51 is displayed, the voice IC 16 may be provided to allow the user to be guided by voice when the user selects any one menu.

The electronic manual stored in the memory unit 51 may be stored in advance at the time of sale of the communication terminal or the product, or may be downloaded as an application program (application) through an Internet connection.

The electronic manual may be stored in a file format separate from the viewer or in a file format without a separate viewer. If a user wants to view a document of an electronic manual without a separate viewer, the user may include information in the font data in the document format.

After all, an electronic manual without a viewer is a document embedded viewer, an application level into which a program for viewing a document is put, and accompanying execution codes are included, font data of the document, graphic data and location information of the document, and the document. It may include a document data level consisting of the code information and location information of.

Here, the application level is

It is a basic program code for viewing a document. It provides a framework for viewing a basic document, and provides a means for moving pages of a document, determining a background color of a document, or printing a document. The basic application,

It is a graphic rendering engine that interprets the parts that are implemented as graphics such as various figures in the document and displays them to the user. For example, a graphic rendering engine that reads, interprets, and implements graphic related data such as circles, ellipses, and line segments;

Reads, interprets, and displays various codes in a document and displays them to the user. For example, a font rendering engine that reads international Unicode and various codes, loads font data corresponding to the codes, and provides them in a human readable form. It may include.

The application level may be located in a code segment area of a corresponding operating system, and the document data level may be located in a data segment area of a corresponding operating system.

Therefore, the process of viewing the document starts with the execution of the embedded document viewer in the form of an executable file. After execution starts, the application code is loaded into memory and then the graphics and font rendering code is loaded. Subsequently, the font data, graphic data information, and character information of the document are loaded in sequence.

The electronic manual may be made in an integrated document format of a CSD or PDF format that can be viewed in the same manner as the original by embedding an image file or font such as jpeg.

In the embodiment of the present invention, the document format that can be viewed in the same manner as the original by embedding a font may use format technologies such as Adobe's PDF of the US, CSD of Dream To Reality of Korea, and RGO of Cerience of the USA. An example of a format technology known in the art is shown in Patent Registration No. 0603984, filed on February 26, 2004, filed by Dream To Reality Co., Ltd. on July 26, 2004. Therefore, the storage and viewing of the electronic manual can be implemented through the above patent, and thus detailed description thereof will be omitted.

According to the feature of the document format file, the document format conversion speed is fast and the retrieval speed is also fast. In addition, through image decompression, document code information compression, and image de-duplication using pattern matching, the electronic manual stored in the memory is considerably smaller than the original file. Therefore, it can be used quickly and conveniently when using it in a communication terminal that is limited in transmission and storage.

In an embodiment of the present invention, when implementing the electronic manual as a CSD file, call connection icons IC1, IC2, and IC3 as shown in FIG. 3 are provided for each menu. As a result, the user can directly consult with a counselor of a desired menu in the customer center, so that the user can immediately consult a desired inquiry without having to listen to the existing unnecessary voice guidance.

3 is an example of an electronic manual stored in the communication terminal of FIG. 2 and a call connection diagram with a customer center.

Referring to the drawings, each memory unit 51, 61, 71 of each communication terminal stores an electronic manual stored in PDF or CSD document format. When the electronic manual is a manual for a communication terminal, the electronic manual may include a hierarchical multilevel menu.

The multi-level menu includes a terminal manual relating to a terminal, a service, a charge, and a quality; A quick guide on terminals, services, rates, and quality; FAQs or videos based on age or gender; At least one menu among foreigners, 24-hour corners, and disabled TTSs, and customer inquiries may be included.

The multi-level menu may include at least one menu and detailed content among a terminal manual, a mobile communication service company manual, a network manual, a FAQ, a problem handling method, and a video usage menu as an electronic document file.

In the electronic manual, a plurality of call connection icons IC1, IC2, and IC3 for directly communicating with the customer center server 200 are shown. Among the call connection icons IC1, IC2, and IC3, the call connection icon IC2 is displayed on the display unit 24 and corresponds to a corresponding menu (in this case, FAQ, video) in the customer center when the call connection icon IC2 is touched or pressed by the user. The call is automatically connected with the agent.

When a specific menu of the electronic manual is selected by the user, a voice guide corresponding to the selected menu may be transmitted through the speaker 20 of FIG. 2.

The electronic manual may be updated to the latest version when the communication terminal 50 is connected to the customer centers 200 and 210 through a wireless communication network.

The electronic manual appears as a main configuration menu as shown in FIG. 7 when the execution icon displayed on the screen of the display unit 24 is pressed or touched, and as a sub menu when one of the main configuration menus is selected. May appear hierarchically.

When the telephone call is automatically connected to the counselor of the customer center corresponding to the menu by using the call connection icon provided in the electronic manual, the user may receive a consultation service regarding the inquiry. In addition, in this case, if the user wants to receive a response to the request contents as data, documents, and data, SMS, mobile data or data related to the request contents by the service provider of the agent of the customer center through the line (L10). Receive via fax or email.

As a result, when the communication terminal is connected through the wireless communication network 100, the customer centers 200 and 210 may service voice, data, and video, and if necessary, e-mail, mobile fax, and bills may be transmitted to or before or after the voice call. I can receive it.

If necessary, the communication terminal can be directly connected to a designated after-sales service or distribution network 212 without going through a customer center.

When the telephone call is automatically connected with the counselor, the call is directly connected to the counselor, and the user does not need to receive a guide menu through the existing ARS.

In addition, when a telephone call is automatically connected with the counselor, the user may receive a bill related to the contents of the inquiry to a mobile fax or a designated mail address.

In this way, it is possible to reduce the number of call connection requests through the electronic manual and to provide high-quality customer service to customers when the call is automatically connected. The decline in calls through the customer center is expected to prevent waste of resources and eventually contribute to low carbon green growth. As a result, the burden of counseling is reduced in customer centers such as win-win games, and the customer can solve the questions through the electronic manual for the desired service.

Meanwhile, when the product shown in the electronic manual is a communication terminal, the customer center 200 may be a mobile communication customer center connected to a plurality of counselor phones.

In addition, when the product shown in the electronic manual is an electronic device, the customer center 210 may be an electronic service customer center connected to a plurality of counselor phones.

In addition, when the product shown in the electronic manual is a vehicle or a machine, the customer center 210 may be an automobile service customer center or a mechanical service customer center connected to a plurality of counselor phones.

Hereinafter, with reference to FIGS. 4 and 5, performing the consultation service by call connection after searching the electronic manual will be described.

4 is an exemplary operation control flowchart of the controller of FIG. 2.

First, when a user has a question and presses the execution icon of FIG. 7, in step S400, whether the electronic manual exists is checked by the controller 30. If the electronic manual does not exist, S401 is performed to download an application provided by the customer center through the Internet. If the electronic manual already exists or is downloaded, step S402 is performed. In step S402, the main menu is displayed as shown in the configuration menu of FIG. 7. The configuration menu of FIG. 7 is a case where the product is a communication terminal. For example, a phone usage, a service usage, a data usage, a troubleshooting tip, a FAQ, a video usage, a question?

When the user views the configuration menu as described above and touches or presses the phone usage, step S403 passes and step S404 is executed. The step S404 is to provide submenus and details, and when the user touches or presses the phone usage, seven chapters are displayed as shown in the electronic manual list of FIG. 7. Accordingly, details are displayed when chapter 1 is pressed or touched again.

However, if the user does not solve the question and presses or touches the call connection icon, as shown in FIG. 3, displayed in the details or the detailed menu, step S405 is passed. Accordingly, the call connection with the customer center counselor of the corresponding menu is made in step S407, and the consultation service is executed in step S408. In this case, it is possible to talk to the counselor directly, so that the user does not need to receive a guide menu through the existing ARS.

In step S409, if the user wants to terminate the consultation to solve the question, voice communication between the customer center and the communication terminal is terminated. If, in step S409, the user wants to receive more bills or other data, the necessary service may be received in step S410. As a result, by providing the service of the counselor of the customer center, it is possible to receive data or data related to the user's request via SMS, mobile fax, or email.

5 is an operation control flowchart of the customer center server of FIG. 5 is the controller of the customer center server.

Step S500 passes when S405 of FIG. 4 passes. Eventually, the customer center maintains communication with the communication terminal when a call connection request is received and connects the counselor of the corresponding menu to the call line of the communication terminal in step S501. The customer center functions as an exchange for voice call connection. Accordingly, the user is provided with the service of step S408 of FIG.

When the counselor requests data through the data processing apparatus 207 in step S502, the controller of the customer center accesses the database 205 in step S503, and formats an e-mail, a mobile fax, a bill, etc. in step S504. Output as compiled data. The data is transmitted to the communication terminal requesting the request through the communication network in step S505. The data transmission can be during or before or after the voice call. If multi-tasking is performed when the controller of the communication terminal is a multiprocessor, data communication may be possible even during a voice call.

In step S506, it is checked whether the user has finished the call, and if the call is not terminated, another service may be separately provided in step S507.

FIG. 6 is a table map of corresponding agent matching applied when the operation of FIG. 5 is performed.

Assuming that there are seven menus when the call connection icon is set for each menu, when the call connection icon is pressed or touched for the use of the phone, the data of "00001" as shown by reference numeral CD1 is displayed in the voice call line. Can be provided to the customer center. Accordingly, the controller of the customer center checks the data of "00001" and connects the call to the counselor telephone of 1544-8000, for example, as shown by reference numeral P1. Eventually, the counselor corresponding to 1544-8000 can recognize that the user who is the counselor wants to request counseling on the use of the phone. It can be an early person. Therefore, the user can be provided with the optimal service directly beyond the customer consultation service that is not even thought of the existing. If necessary, counseling records can be stored in a database for counseling service analysis.

7 and 8 are diagrams illustrating menu screens of the electronic manual shown in the operation of FIG. 4. 7 and 8 are menu screens implemented when the product is a communication terminal, some of which have been described above.

In the figure, when the execution icon is selected, a configuration menu appears as a lower layer, and a list of electronic manuals having seven chapters when the phone usage is selected. For example, when chapter 1 is selected, the manual content corresponding thereto is displayed in detail, and the linked video may be played when necessary.

In the meantime, when the FAQ is selected, various frequently asked questions by age and age may appear. In addition, when a video usage is selected, a video corresponding to various menus may be played as a plurality of titles. When a customer inquiry is selected, a submenu of a terminal or a communication service may be displayed, and a call connection icon may be displayed together on the menu.

8, are you curious? When is selected and the communication service is selected, sub-menus such as fee and payment, additional service guide, lost / pause, after-sales guide, membership guide, roaming may appear. When the fee and payment menu is selected in the sub-menu, the sub-menu may again display a charge fee confirmation, real-time charges for the current month, remaining free calls, remaining free texts, instant payments, and payment-only account information.

For example, when billing charge check is selected in a call connection state, letters and numbers as shown in request confirmation may be displayed. In this case, the user can choose to receive an email or receive a fax. Email input, inbox, and inquiry can be configured as shown on the screen respectively.

9 and 10 are screen examples of a data service shown in the operation of FIG. 4.

Reference numeral 80 in FIG. 9 denotes a screen example for notifying reception of a fax, and reference numeral 81 denotes a screen example for viewing a fax or registering an e-mail as a WAP service page. Reference numeral 82 is an example of a screen when downloading a fax and reference 83 is an example of a screen that can be seen by a CSD viewer when a fax is inquired.

Reference numeral 90 in FIG. 10 denotes a screen example of a WAP service page that allows fax viewing or email registration. In this case, when the e-mail registration is selected, a screen example as shown by 91 is displayed, and letters or numbers can be input. Reference numeral 92 is an example of a screen that appears when an e-mail is registered.

FIG. 11 is a diagram for explaining a call request reduction effect on a customer center according to an exemplary embodiment of the present invention.

Referring to the drawings, in the case where the user manual step ST20 is realized by providing a step ST10 of electronically documenting the product manual in PDF and CSS formats, the step ST30 of consulting with the customer center is indicated by an arrow symbol AR1. There is only a call request through. Therefore, a considerable number of consultation inquiries do not exceed the bar for making a call, and are resolved within the communication terminal. Therefore, since the call requested to connect to the customer center is reduced or minimized, not only the consultation load of the customer center is reduced, but also the optimum consultation service for the customer inquiry is efficiently provided.

Hereinafter, according to another embodiment of the present invention, a corresponding application provided from a manufacturer (manufacturer of various products) or a communication company (various communication companies having a communication base station) or an affiliate (public institution, company, or content provider) through a communication terminal and An example of downloading the latest data and providing customer convenience and service will be described.

FIG. 12 is a diagram illustrating an example of various electronic company-specific manuals stored in the communication terminal of FIG. 2 and a call connection system diagram with a customer center.

In the case of FIG. 12, unlike FIG. 3, a virtual customer center is driven inside the communication terminal by an application program. This internal operation of the virtual call service (V-CS) center further reduces the burden of consultation of the customer center 200, which is a call service (CS) center. In addition, customers will be able to receive the company-specific services they want in the latest updated version without connecting to the customer center.

Referring to the drawings, the electronic manual 51a, the V-CS 51b, and the mailbox 51c stored in the PDF or CSD document format are stored in the memory section 51 of the communication terminal 50 by the application down. It is stored and updated periodically. The electronic manual 51a may include one of a manufacturer device manual 510, a communication company manual 520, and an affiliated company manual 530. The electronic manual 51a may have a hierarchical multilevel menu structure. The multi-level menu may include at least two menus and detailed contents as an electronic document file.

The manufacturer device manual 510 may include a quick guide and a G-manual of various devices such as a communication terminal device.

The operator's manual 520 may include at least one menu among a product, a fee, a quality, an age or gender FAQ, a disability countermeasure, a distribution network guide, a foreigner, a 24-hour corner, and a disabled TTS.

In addition, the affiliate manual 530 may include menus related to companies, content, and public institutions.

In this case, when the manual of the affiliated company is a public institution, the user may receive various civil documents such as resident registration, herbal, land register, register copy, etc. in the latest updated state.

In addition, when the manual of the affiliated company is a company or content, various entertainments, novels, newspapers, cartoons, magazines, and the like may be viewed on the screen of the communication terminal.

In the case of FIG. 12, similarly to FIG. 3, when the manufacturer device shown in the electronic manual is a communication terminal, the customer center 200 may be a mobile communication customer center connected to a plurality of counselor phones. In addition, when the manufacturer device shown in the electronic manual is an electronic device, the customer center 200 may be an electronic service customer center connected to a plurality of counselor phones. In addition, when the manufacturer device shown in the electronic manual is a vehicle or a machine, the customer center 200 may be an automobile service customer center or a mechanical service customer center connected to a plurality of counselor phones.

The electronic manual 51a may include an operation manual 540 of a supporting function that supports one of viewing, searching, enlarging, writing, copying, security, and linking functions.

The V-CS 51b includes a V-ARS 550, and a V-Screen 560 to provide a function such as an actual customer center. In addition, the online inquiry menu 570 belongs to the V-CS 51b, which may be used later when receiving a relatively inquiries.

The mailbox 51c includes a menu of an e-mail, a mobile fax, a bill, a text message, and a mobile printing for receiving and processing various service data of the customer center 200 received through the communication channel 101.

Similarly, the electronic manual 51a or the V-CS 51b shows a plurality of call connection icons IC10, IC11, and IC12 used for direct communication with the customer center server 200. Among the call connection icons IC10, IC11, and IC12, the call connection icon IC12 is displayed on the display unit 24 of the communication terminal, and when the user is touched or pressed by the user, the call center corresponding to the call center in the customer center 201 The phone call is made automatically.

The electronic manual 51a and the V-CS 51b may be periodically or periodically updated to the latest version when the communication terminal 50 is connected to the customer center 200 through a communication network.

The electronic manual 51a or the V-CS 51b appears as a main configuration menu as shown in FIG. 7 when pressing or touching an execution icon displayed on the screen of the display unit 24, and the main configuration menu. When one of the menus is selected, it may appear hierarchically as a sub menu.

When the telephone call is automatically connected to the counselor of the customer center corresponding to the menu by using the call connection icon provided in the electronic manual 51a or the V-CS 51b, the user may receive a consultation service regarding the inquiry. Also, in this case, if the user wants to receive a response to the request as data, documents, or data, SMS, mobile fax, or e-mail can be sent to the customer service agent or server to provide the data or data related to the request. Can be received via

When the telephone call is automatically connected to the counselor, the call is directly connected to the counselor, and the user does not need to receive the guide menu 207 through the existing ARS, screen, or video service anymore.

In addition, when a telephone call is automatically connected with the counselor, the user may receive a bill related to the contents of the inquiry to a mobile fax or a designated mail address.

As such, it is possible to reduce the number of call connection requests through an electronic manual and a virtual customer center, and to provide high-quality customer service to customers when the call is automatically connected. The decline in calls through the customer center is expected to prevent waste of resources and eventually contribute to low carbon green growth. In the customer center, the burden of counseling can be reduced, and the customer can solve the questions through the electronic manual and the virtual customer center once the desired service is solved.

FIG. 13 is a control flowchart of downloading and using an electronic manual for each company in an application form according to the example of FIG. 12 and performing a call request.

Referring to the drawings, when the web connection is made in step S1200, the application and the latest data for each company provided by the customer center is downloaded in step S1201. If execution is selected in step S1202, the manual for each company is displayed in step S1203. If the user selects one of the menus in the manual in S1204, step S1204 is passed, and in step S1205, the manual for each company is displayed as one of various forms. In this case, a voice such as V-ARS may be output for a person who is blind. Also in this case, the V-Screen may be output. However, when the user determines to call the customer center, if the user presses or touches the call connection icon, step S1206 passes and step S1207 is executed. Step S1207 is a step in which a call is connected to an agent of the menu or an A / S employee of the menu. Accordingly, the user of the product is provided with the consultation service in step S1207. In this case, the consultation service includes not only the consultation service through a call but also a mobile data service through a web connection.

If the end request of the call is checked in step S1209, communication between the customer center and the communication terminal is cut off.

According to the above control flow, the call requested to connect to the customer center is reduced or minimized, so that the consultation load of the customer center is reduced or minimized.

In addition, with the help of an electronic manual and a virtual customer center embedded in a communication terminal, a user can recognize basic contents regarding the use or handling of a product, so that a user does not have to make unnecessary calls with the customer center.

In addition, the user of the product can directly consult with the consultant of the desired menu in the customer center by touching or pressing the call connection icon displayed for each menu in the electronic manual or the virtual customer center when the user does not obtain what he / she wants by the electronic manual. do. Therefore, without having to listen to the unnecessary voice guidance as before, you can immediately consult the desired inquiry.

And customer convenience is also optimally achieved. In addition, it is possible to receive request information desired by the user as mobile fax, text, e-mail and image data while receiving a consultation service.

On the other hand, if the partner is a public institution, the user can receive various civil complaint documents such as resident registration, herbal, land register, registered copy, etc. in the latest updated state. In addition, when the affiliate is a specific company or content, various entertainments, novels, newspapers, cartoons, magazines, and the like may be viewed on the screen of the communication terminal.

In the above description, the embodiments of the present invention have been described with reference to the drawings, for example. However, it will be apparent to those skilled in the art that the present invention may be variously modified or changed within the scope of the technical idea of the present invention. . For example, if the matter is different, the detailed menu format of the electronic manual, the compression method of the electronic manual, and the detailed procedure of the customer service operating method may be variously changed or modified without departing from the technical spirit of the present invention. .

Description of the Related Art [0002]
30: control unit 51: memory unit
14: audio processing unit 24: display unit
51: electronic manual 200: customer center server

Claims (60)

A memory for storing electronic manuals relating to the use of the product and customer inquiries;
A controller for reading the electronic manual stored in the memory in response to a user request; And
And a display unit for displaying the electronic manual read by the controller on a screen.
The communication terminal of claim 1, wherein a call connection icon for communicating with a customer center of the product is displayed in the electronic manual.
The communication terminal of claim 2, further comprising a voice output unit configured to perform voice guidance corresponding to the selected menu when the menu of the electronic manual is selected by the user.
The communication terminal of claim 2, wherein a call is automatically connected to an agent corresponding to a corresponding menu in a customer center of the product when the call connection icon is touched or pressed by the user.
The communication terminal according to claim 2, wherein when the product shown in the electronic manual is a communication terminal, the customer center is a mobile communication customer center connected to a plurality of counselor phones.
The communication terminal according to claim 2, wherein when the product shown in the electronic manual is an electronic device, the customer center is an electronic service customer center connected to a plurality of counselor phones.
The communication terminal according to claim 2, wherein the customer center is an automobile service customer center or a mechanical service customer center connected to a plurality of counselor telephones when the product shown in the electronic manual is a vehicle or a machine.
The communication terminal as claimed in claim 2, wherein the electronic manual is downloaded through a communication network or stored in the form of a CSD file when the product is shipped.
The communication terminal of claim 2, wherein the communication terminal is a smart phone capable of downloading an application program through an Internet connection.
A memory for storing an electronic manual related to the use of the communication terminal and a customer inquiry in the form of a multi-level menu, wherein the electronic manual includes a call connection icon for directly communicating with a customer center of the communication terminal;
A controller for reading the electronic manual stored in the memory in response to a user request; And
And a display unit for displaying the electronic manual read by the controller on a screen.
The communication method according to claim 10, wherein when the call connection icon displayed on the display unit is touched or pressed by the user, a telephone call is automatically connected to an agent corresponding to a corresponding menu in a customer center of the communication terminal. terminal.
The communication terminal according to claim 10, wherein a voice guidance corresponding to the selected menu is transmitted when a specific menu of the electronic manual is selected by the user.
The terminal of claim 10, wherein the multi-level menu of the electronic manual comprises: a terminal manual relating to a terminal, a service, a charge, and a quality; A quick guide on terminals, services, rates, and quality; FAQs or videos based on age or gender; A communication terminal comprising at least one of an alien, a 24-hour corner, a disabled TTS, and a customer inquiry menu as an electronic document file.
The communication terminal according to claim 10, wherein the electronic manual is updated to the latest version when the communication terminal connects to the customer center through a wireless communication network.
The method of claim 10, wherein the multi-level menu of the electronic manual includes at least one menu and detailed contents among a terminal manual, a mobile communication service company manual, a network manual, a FAQ, a troubleshooting method, and a video usage menu as an electronic document file. A communication terminal characterized by the above.
The electronic manual of claim 10, wherein the electronic manual is displayed as a main configuration menu when a user presses or touches an execution icon displayed on the screen of the display unit, and is displayed hierarchically as a sub menu when selecting one of the main configuration menus. A communication terminal characterized by the above.
The communication terminal of claim 11, wherein when the telephone call is automatically connected to the counselor, the communication terminal receives data related to the request via SMS, mobile fax, or e-mail.
12. The communication terminal of claim 11, wherein the user does not receive a guide menu through an ARS when a telephone call is automatically connected to the counselor.
The method of claim 11,
When the telephone call is automatically connected to the counselor, the user receives a bill related to the contents of the inquiry to a mobile fax or an e-mail address.
A customer center server connected to a communication network connected to a plurality of communication terminals, the customer center server being connected to the communication terminal by an electronic manual related to the use of a product and a customer inquiry stored in a memory of the communication terminal;
A consultation telephone connected to the customer center server in plurality and grouped according to a menu of the communication-connected electronic manual; And
And a database for storing data relating to the electronic manual and data relating to usage of the product.
21. The customer service operating system according to claim 20, wherein when the product shown in the electronic manual is a communication terminal, the customer center server is a mobile communication customer center server.
21. The customer service operating system of claim 20, wherein the customer center server is an electronic device service customer center server when the product shown in the electronic manual is an electronic device.
21. The customer service operating system according to claim 20, wherein the customer center server is an automobile after-service customer center server or a mechanical after-service customer center server when the product shown in the electronic manual is a vehicle or a machine.
The electronic manual of claim 21, wherein the electronic manual includes at least one menu and detailed contents among a terminal manual, a mobile communication service provider manual, a network manual, a FAQ, a problem handling method, and a video usage menu as hierarchical step type electronic document files. Customer service operating system characterized in that.
25. The customer service operating system of claim 24, wherein the electronic document file is a PDF or a CSD.
The system of claim 21, wherein the electronic manual is downloaded to the latest version when the communication terminal connects to the customer center server through a communication network.
22. The customer service operating system according to claim 21, wherein, when the consultation telephone and the communication terminal are connected, the customer center server transmits a matter related to the inquiry contents of the user of the communication terminal by mobile fax or e-mail.
The electronic manual of claim 22, wherein the electronic manual includes at least one menu and detailed contents of an electronic manual, an electronic equipment after-sales service manual, a FAQ, a problem handling method, and a video usage menu as hierarchical step-type electronic document files. Customer service operating system characterized in that.
The electronic document of claim 23, wherein the electronic manual comprises at least one menu and detailed content among a car manual, a car after-sales service company manual, a FAQ, a winter troubleshooting method, an emergency response method, and a video treatment method. And a customer service operating system.
A mobile communication customer center server connected to a communication network connected to a plurality of communication terminals, the mobile communication customer center server being connected to the communication terminal by an electronic manual related to the use of a mobile communication terminal and a customer inquiry stored in a memory of the communication terminal;
A consultation telephone connected to a plurality of mobile communication customer center servers and grouped according to a menu of the communication-connected electronic manual; And
And a database for storing data related to the electronic manual and data relating to usage of the mobile communication terminal.
31. The system of claim 30, wherein the electronic manual has a call connection icon installed to directly communicate with the mobile communication customer center server.
32. The mobile communication customer according to claim 31, wherein when the call connection icon is touched or pressed by the user of the mobile communication terminal, the mobile communication customer center server directly connects a consultation telephone corresponding to the menu. Service operating system.
33. The system of claim 32, wherein a voice announcement corresponding to the selected menu is sent when a particular menu of the electronic manual is selected by the user.
The terminal of claim 33, wherein the menu of the electronic manual comprises: a terminal manual relating to a terminal, a service, a charge, and a quality; A quick guide on terminals, services, rates, and quality; FAQs or videos based on age or gender; A mobile telecommunication customer service operating system comprising an electronic document file comprising at least one of a foreigner, a 24-hour corner, and a disabled TTS and a customer inquiry menu.
34. The method of claim 33, wherein the menu of the electronic manual includes at least one menu and detailed contents among a terminal manual, a mobile communication service provider manual, a network manual, a FAQ, a problem handling method, and a video usage menu as an electronic document file. Telecommunications customer service operating system.
The system of claim 34, wherein the electronic manual is updated to the latest version when the mobile communication terminal connects to the customer center server through a wireless communication network.
36. The method of claim 35, wherein the electronic manual appears as a main configuration menu when a user presses or touches an execution icon displayed on a main screen of a liquid crystal display of the mobile communication terminal, and when selecting one of the main configuration menus, a lower menu is used. A mobile customer service operating system, characterized in that it appears hierarchically.
38. The mobile telecommunication customer according to claim 37, wherein the mobile telecommunication customer center server transmits data related to the inquiry or request of the user through SMS, mobile fax, or e-mail when communicating with the mobile telecommunication terminal. Service operating system.
The system of claim 37, wherein the mobile communication customer center server does not transmit a guide menu through an ARS immediately after a communication connection with the mobile communication terminal.
In how the customer center operates customer service:
Preparing an electronic manual related to the use of the product and a customer inquiry in a communication terminal of the customer, and having the call connection icon installed in the electronic manual for direct communication with the customer center of the product; And
And when a call connection by the call connection icon is requested, performing a call connection with a customer center agent telephone corresponding to a corresponding menu of the electronic manual.
41. The method of claim 40, further comprising transmitting data related to a user's inquiry or request content through a data communication network after performing the call connection.
41. The method of claim 40, further comprising transmitting data related to a user's inquiry or request through a mobile fax after performing the call connection.
41. The method of claim 40 wherein the customer center is a mobile communication customer center when the product is a mobile phone.
41. The method of claim 40 wherein the customer center is a home appliance service customer center if the product is a home appliance.
41. The method of claim 40 wherein the customer center is an automotive after-service customer center if the product is a car.
The CSD file of claim 43, wherein the electronic manual includes at least one menu and detailed contents among a mobile phone manual, a mobile communication service provider manual, a network manual, a FAQ, a problem handling method, and a video usage menu as hierarchical step forms. Customer service operating method characterized in that.
44. The method of claim 43 wherein the electronic manual is stored or updated by downloading an app.
45. The method of claim 44, wherein the call connection icon is installed independently of a corresponding menu of the electronic manual.
45. The method of claim 44, wherein the call connection icon is correspondingly set as a shortcut key input.
49. The method of claim 48, wherein when a call connection is performed by touching or pressing a call connection icon of the corresponding menu, code information of the corresponding menu is transmitted from the mobile phone.
Preparing an electronic manual related to the use of the communication terminal and a customer inquiry in the user's communication terminal, and the electronic manual having a call connection icon installed thereon for directly communicating with the customer center of the communication terminal; And
When a call connection by the call connection icon is requested, a computer-readable recording medium having recorded thereon a program for executing a function of performing a call connection with a customer service agent telephone corresponding to a corresponding menu of the electronic manual.
The computer readable recording medium of claim 51, wherein a program for additionally executing a function of transmitting data related to a user's inquiry or request through a data communication network after performing the call connection is recorded.
The computer-readable recording medium of claim 51, wherein a program for executing a function of directly connecting a consultation telephone corresponding to a menu when the call connection icon is touched or pressed by a user of the communication terminal is recorded. .
A memory storing an electronic manual and a virtual customer center manual related to the use of the electronic device and a customer inquiry, wherein one of the electronic manual and the virtual customer center manual includes a call connection icon for directly communicating with a customer center of the electronic device;
A controller for reading the electronic manual or the virtual customer center manual stored in the memory in response to a user's request; And
And a display unit for displaying the electronic manual or the virtual customer center manual read by the controller on a screen.
55. The communication terminal of claim 54, wherein the electronic manual and the virtual customer center manual are updated to the latest version in an app download.
A customer center server connected to a communication network to which a communication terminal is connected in plural and connected to the communication terminal by an electronic manual and a virtual customer center manual related to the use of a product and a customer inquiry stored in a memory of the communication terminal;
A consultation telephone connected to the customer center server in plurality and grouped according to a menu of the communication-connected electronic manual or virtual customer center manual; And
And a database storing data relating to menus of the electronic manual and the virtual customer center manual and data relating to the usage status of the product.
57. The system of claim 56 wherein the customer center server is a server that provides newspapers or magazines.
59. The system of claim 56 wherein the customer center server is a public institution server that provides civil documents.
59. The customer service operating system of claim 56, wherein the customer center server is a telecommunication company server that provides a communication service.
59. The customer service operating system of claim 56, wherein the customer center server is a server that provides after sales service guidance of an electronic product.

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