KR20160073616A - Counsel service provision method, device and system - Google Patents

Abstract

A counseling service providing method capable of improving user convenience in information inquiry and shortening the waiting time for counseling includes: a step of receiving user information as input; a step of displaying a list of menus for counseling; a step of receiving a selection of a menu form the list; a step of transmitting a request message to inquire on information corresponding to the selected menu and the user information to a counseling server; a step of receiving information inquiry results corresponding to the selected menu from the counseling server; and a step of displaying the information inquire results and connection information to a counselor terminal corresponding to the selected menu. Multiple counselor terminals are prepared, and the connection information includes the waiting time until the connection with the counselor terminal and the number of people waiting in a queue.

Description

{COUNSEL SERVICE PROVISION METHOD, DEVICE AND SYSTEM}

The present invention relates to a consultation service providing method, a terminal and a system.

ARS (Automatic Response System) is a system that stores various kinds of information by voice and informs the user how to use it to search for necessary information when the user accesses the system by using a telephone, do.

In the early ARS, a method of recording voice in an analog form on a magnetic drum was used. Recently, due to the increase in storage capacity and the development of computer technology, an automatic response method using synthetic voice and a method using accumulated voice Branching method is used.

In this regard, Korean Patent Laid-Open Publication No. 2014-0110333 discloses an ARS server that receives an ARS response text message from an ARS server when a user terminal requests an ARS server for an inquiry about a specific service from a menu, And a method for receiving a detailed menu on the menu.

Korea Patent Publication No. 2014-0110333

Unlike the existing ARS, which was required to re-enter the voice guidance procedure when a voice guidance was missed or a wrong number was entered by providing counseling service through the terminal, the convenience of the information inquiry through a menu provided visually without a voice guidance procedure And to provide a consultation service providing method, a terminal, and a system capable of shortening a consultation waiting time. It is to be understood, however, that the technical scope of the present invention is not limited to the above-described technical problems, and other technical problems may exist.

As a technical means for accomplishing the above technical object, an embodiment of the present invention is a method for receiving user information, displaying a list of a plurality of menus for consultation, receiving one of menus, Transmitting a request message and user information for inquiring information to the consultation server, receiving information inquiry result corresponding to the menu from the consultation server, and connecting the information inquiry result and the agent terminal corresponding to the selected menu The method comprising the steps of: displaying a plurality of counseling terminals, wherein the counseling terminal comprises a plurality of counseling terminals, and the connection information includes a waiting time and a waiting staff required for connection with the counseling terminal.

According to another aspect of the present invention, there is provided an information processing apparatus including an input unit for receiving user information and selecting one of the menus, a plurality of menus for consultation in a list, A display unit for displaying connection information, a request message for inquiring information corresponding to the menu, a transmission unit for transmitting user information to the consultation server, and a reception unit for receiving information inquiry results corresponding to the menu from the consultation server, And the connection information can provide a terminal including a waiting time and a waiting staff necessary for connection with an agent terminal.

Still another embodiment of the present invention can provide a system for providing a consultation service including a user terminal and a consultation server. The user terminal receives the user information, displays a plurality of menus for consultation in a list, selects one of the menus, transmits a request message and user information for inquiring information corresponding to the menu to the consultation server, Receives the information inquiry result corresponding to the menu from the consultation server, and displays the information inquiry result and the connection information with the agent terminal corresponding to the selected menu. The consultation server derives an information inquiry result corresponding to the menu based on the user information, and the consultation terminal comprises a plurality of counseling terminals. The connection information may include a waiting time and a waiting staff necessary for connection with the agent terminal.

The above-described task solution is merely exemplary and should not be construed as limiting the present invention. In addition to the exemplary embodiments described above, there may be additional embodiments described in the drawings and the detailed description of the invention.

Unlike the existing ARS, which was required to re-enter the voice guidance procedure when a voice guidance was missed or a wrong number was entered by providing counseling service through the terminal, the convenience of the information inquiry through a menu provided visually without a voice guidance procedure And a consultation service providing method, a terminal, and a system that can shorten a consultation waiting time can be provided.

1 is a configuration diagram of a system for providing a consultation service in a terminal according to an embodiment of the present invention.
2 is a flowchart of a method for providing a consultation service in a terminal according to an embodiment of the present invention.
3 is a detailed configuration diagram of a terminal providing a consultation service according to an embodiment of the present invention.
4 is an exemplary diagram illustrating a screen for a consultation menu according to an embodiment of the present invention.
5 is an exemplary diagram illustrating a screen for call reservation according to an embodiment of the present invention.
6 is an exemplary diagram illustrating a widget for connection information with an agent terminal according to an exemplary embodiment of the present invention.
7 is an exemplary diagram illustrating an app icon for a consultation state in accordance with an embodiment of the present invention.

Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings, which will be readily apparent to those skilled in the art. The present invention may, however, be embodied in many different forms and should not be construed as limited to the embodiments set forth herein. In order to clearly illustrate the present invention, parts not related to the description are omitted, and similar parts are denoted by like reference characters throughout the specification.

Throughout the specification, when a part is referred to as being "connected" to another part, it includes not only "directly connected" but also "electrically connected" with another part in between . Also, when an element is referred to as "including" an element, it is to be understood that the element may include other elements as well as other elements, And does not preclude the presence or addition of one or more other features, integers, steps, operations, components, parts, or combinations thereof.

In this specification, the term " part " includes a unit realized by hardware, a unit realized by software, and a unit realized by using both. Further, one unit may be implemented using two or more hardware, or two or more units may be implemented by one hardware.

In this specification, some of the operations or functions described as being performed by the terminal or the device may be performed in the server connected to the terminal or the device instead. Similarly, some of the operations or functions described as being performed by the server may also be performed on a terminal or device connected to the server.

Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings.

1 is a configuration diagram illustrating a system for providing a consulting service in a terminal according to an embodiment of the present invention.

Referring to FIG. 1, the consultation service providing system 1 is a system for providing an ARS consulting service through a menu visualized without a voice procedure to a user. The system includes a user terminal 100, a consulting server 110 and an agent terminal 120 ). The user terminal 100, the consultation server 110 and the agent terminal 120 shown in FIG. 1 illustratively show the components that can be controlled by the consultation service providing system 1.

Each component of the consultation service providing system 1 of FIG. 1 is generally connected through a network. For example, as shown in FIG. 1, the user terminal 100 may be connected to the consultation server 110 via a network.

A network refers to a connection structure in which information can be exchanged between nodes such as terminals and servers. An example of such a network is Wi-Fi, Bluetooth, Internet, LAN Network, wireless LAN, WAN, PAN, 3G, 4G, LTE, and the like.

The user terminal 100 may be configured to provide a consulting service to a user through a menu visualized without a voice procedure.

Specifically, the user terminal 100 receives user information, displays a plurality of menus for consultation as a list, selects one of the menus, receives a request message for inquiring information corresponding to the menu, and user information Server 110 to receive information inquiry results corresponding to menus from the consultation server 110 and to display information inquiry results and connection information with the agent terminal 120 corresponding to the selected menu. At this time, the connection information with the agent terminal 120 may include a waiting time and a waiting staff required for connection with the agent terminal 120.

The user terminal 100 may be a Personal Communication System (PCS), a Global System for Mobile communications (GSM), a Personal Digital Cellular (PDC), a Personal Handyphone System (PHS), a Personal Digital Assistant (PDA), an International Mobile Telecommunication 2000, Code Division Multiple Access (CDMA) -2000, W-CDMA (W-CDMA), Wireless Broadband Internet (Wibro), 3G, 4G terminal, smart phone .

The consultation server 110 may be configured to store and manage the user information received from the user terminal and to provide the consultation service requested from the user terminal 100. [

Specifically, the consultation server 110 receives a request message and user information for inquiring information from the user terminal 100, derives an information inquiry result corresponding to the menu based on the user information, To the terminal (100). In addition, the consultation server 110 can be configured to send a message on the availability of the call to the user terminal 100 based on the waiting time and the waiting staff.

The consultant terminal 120 is a terminal for receiving a consultation telephone call from a customer in the field of providing a consultation service such as a customer consultation center and is provided with a plurality of consulting services through a telephone call to the user terminal 100 .

The plurality of agent terminals 120 may be configured to correspond to different consultations in response to the consultation menu. For example, a plurality of the agent terminals 120 can take charge of counseling on different tasks, such as inquiry and payment of fees, application and change of goods, notification of failure and termination, inquiry of an olle club, and inquiry of a home product.

2 is a flowchart illustrating a method of providing a consulting service in a terminal according to an embodiment of the present invention.

In step S200, the user terminal 100 can receive user information. For example, the user information may include a name, a resident registration number, a terminal number, an ID registered in the consultation service, a password, and the like.

In step S210, the user terminal 100 may display a plurality of menus for consultation as a list. For example, the user terminal 100 may display a list of menus based on user information and the number of times the menu has been selected. At this time, the number of times the user information and the menu are selected can be stored in the database.

In step S220, the user terminal 100 may select one of the menus. In step S230, the user terminal 100 may transmit a request message and user information for inquiring information corresponding to the menu to the consultation server 110. [ In step S240, the user terminal 100 can receive the information inquiry result corresponding to the menu from the consultation server 110. [

In step S250, the user terminal 100 may display the information inquiry result and connection information with the agent terminal 120 corresponding to the selected menu. At this time, the waiting time and the waiting staff required for connection with the agent terminal 120 can be displayed through the widget.

In step S260, if there is no waiting time for the connection with the agent terminal 120 and no waiting staff exists, the user terminal 100 can receive the call connection with the corresponding agent terminal 120 corresponding to the selected menu. In step S265, the user terminal 100 may originate a call to the agent terminal 120. [ As a result, the user is directly connected to the agent corresponding to the selected menu, thereby providing a consulting service that shortens the time required for the access to the unnecessary menu, unlike the existing ARS consulting service. And can provide faster and more effective counseling services.

In step S270, when there is a waiting time for connection with the agent terminal 120 and a wait staff exists, the user terminal 100 can receive a call reservation with the corresponding agent terminal 120 in response to the selected menu. In addition, when the user terminal 100 receives a call reservation, the user terminal 100 can receive a voice memo that can easily leave the contents that the user wants to consult.

In step S272, the user terminal 100 can receive a message on whether or not the call can be made from the consulting server 110 based on the waiting time for connection with the agent terminal 120 and the waiting staff. For example, after the waiting time for connection with the agent terminal 120 is terminated, the user terminal 100 sends a message about whether or not the call can be made 15 minutes before the counseling terminal 110 receives the call from the agent terminal 120 Can be received.

In step S274, the user terminal 100 may select a call admission message or a call deferment message corresponding to the message on the availability of the call. In step S276, the user terminal 100 may transmit the selected message to the consultation server 110. [ Accordingly, the user can recognize that the waiting time with the agent terminal 120 corresponding to the selected menu has been completed by receiving the message on the availability of the call, and transmits the acceptance message to the agent terminal 120 It is possible to receive a consultation call and to prevent a situation in which a call reservation with the counselor terminal 120 is extended indefinitely by transmitting a postponement message and can be directly connected to the next waiter so that the efficiency of the counseling work can be enhanced.

In step S280, the user terminal 100 may receive the information inquiry result and the comment about the consultation with the agent terminal 120. [ In this way, users can receive effective counseling services by using other methods other than call counseling by giving comments on information inquiry results and counseling when waiting time or a lot of waiters are read, or by reading comments of other users who received counseling services desired by the user have.

In the above description, steps S200 to S280 may be further divided into further steps or combined into fewer steps, according to an embodiment of the present invention. Also, some of the steps may be omitted as necessary, and the order between the steps may be changed.

3 is a detailed configuration diagram of a terminal providing counseling services according to an embodiment of the present invention. 3, the user terminal 100 may include an input unit 300, a display unit 310, a transmitter 320, a receiver 330, and a database 340.

The input unit 300 may be configured to receive user information and select one of the menus. In addition, the input unit 300 can receive a call connection with the agent terminal 120. When there is a waiting time and a waiting staff for connection with the agent terminal 120, As shown in FIG. In this case, the input unit 300 may be configured to receive a voice memo that allows the user to easily leave the contents to be consulted when the call reservation is input.

The input unit 300 may be configured to receive a call reservation and receive a call acceptance message or a call deferment message when receiving a call availability message. In addition, the input unit 300 may be configured to receive information inquiry results and comments on consultation with the agent terminal 120.

When the user information is input from the user, the display unit 310 may display a plurality of menus for consultation as a list, and display the information inquiry result and the connection information with the agent terminal corresponding to the selected menu. For example, the display unit 310 may display a list of menus based on user information and the number of times the menu is selected.

The waiting time and waiting staff required for connection with the agent terminal 120 can be displayed through the widget. In addition, the display unit 310 may be configured to display the ratio of the plurality of agent terminals 120 to the agent terminal 120 in the call in an overlay manner on the app icon for the consultation service.

The transmitting unit 320 transmits a message and user information for inquiring information corresponding to the menu to the consulting server 120. The consulting server And to make a call to the agent terminal 120 when the call connection is received. In addition, when the call acceptance message or the call deferment message is selected, the transmitting unit 320 may be configured to transmit the selected message to the consulting server 110. [

The reception unit 330 receives the information inquiry result corresponding to the menu from the consultation server 120 and, when receiving the call reservation, receives the message about the availability of call from the consultation server 110 based on the waiting time and the waiting person .

The database 340 may be configured to store user information input from the user and the number of times the menu is selected. At this time, the user information may include a name, a resident registration number, a terminal number, an ID registered in the consultation service, and a password.

4 is an exemplary diagram illustrating a screen for a consultation menu according to an embodiment of the present invention. Referring to FIG. 4, the screen 400 for the consultation menu may include a menu list 410 including a plurality of menus and a detailed menu 420.

For example, the menu list 410 may include 1. inquiry and payment of fees, 2. commodity application and change, 3 trouble report and termination, 4, ole club inquiry and 5 home commodity inquiry. In addition, each menu included in the menu list 410 may include a submenu 420. Thus, the user can be provided with a counseling service for easily accessing a desired counseling service through a menu provided visually without an unnecessary voice guidance procedure.

Also, the user terminal 100 may be configured to store the number of times the user has selected the detailed menu 420 included in the corresponding menu and the corresponding menu from the user, and the user terminal 100 may store the number of times the menu stored in the database May be configured to variably display the menu list 410 based on the selected number of times and user information (e.g., consultation history). For example, the user terminal 100 may display a menu having the most frequently selected number of times to be located at the upper end of the menu list 410 based on the database, or may display a menu corresponding to the user's latest consultation history, It can be displayed so as to be positioned at the upper end.

5 is an exemplary diagram illustrating a screen for call reservation according to an embodiment of the present invention. 5, the call reservation screen 500 may include connection information 510 with the agent terminal 120 corresponding to the selected menu, a call button 520, and a call reservation button 530 have.

The connection information 510 with the agent terminal 120 corresponding to the selected menu may include a waiting time and a waiting staff required for connection with the agent terminal 120. [ For example, the user terminal 100 may display 20 minutes as a waiting period based on the waiting staff who made a call reservation for the selected agent terminal 120 corresponding to the selected menu. At this time, it is needless to say that the waiting staff can also be displayed.

The call button 520 can receive a call connection with the agent terminal 120 by being selected by the user when the waiting time is 0 minutes or the waiting staff is 0 person. For example, when the waiting time is 0 minutes as the connection information 510 with the selected agent terminal 120 corresponding to the selected menu, the user terminal 100 selects the call button 520 to input a call connection And may make a call to the agent terminal 120.

The call reservation button 530 can receive the call reservation with the agent terminal by selecting the call reservation button 530 when the waiting time is 0 minutes or when the waiting staff is not 0. For example, when the waiting time is 20 minutes, the user terminal 100 selects the call reservation button 530 and selects the call reservation as the connection information 510 with the agent terminal 120 corresponding to the selected menu. And receives a message about whether or not the call can be made from the consulting server 110 based on the waiting time and the waiting staff.

6 is an exemplary diagram illustrating a widget for connection information with an agent terminal according to an exemplary embodiment of the present invention.

Referring to FIG. 6, the user terminal 100 may be configured to display a waiting time and a waiting number necessary for connection with the agent terminal 120 corresponding to the selected menu through a widget.

For example, referring to FIG. 6A, the user terminal 100 may wait for 15 minutes as a call waiting time with the agent terminal 120 corresponding to the charge inquiry and payment, which is a menu selected by the user, And can periodically update the waiting time.

For example, referring to FIG. 6B, the user terminal 100 may include a widget for four persons as a call waiting person with the agent terminal 120 corresponding to the charge inquiry and payment, which is a menu selected by the user And periodically update the waiting staff.

7 is an exemplary diagram illustrating an app icon for a consultation state in accordance with an embodiment of the present invention. 7, the user terminal 100 is configured to display the ratio of the plurality of agent terminals 120 to the agent terminal 120 in the call on the application icon 700 for the consultation service in an overlay manner .

For example, the user terminal 100 may display a signal lamp-shaped badge 710 on the app icon 700 for the consultation service in an overlay manner, Smoothness can be shown.

For example, the user terminal 100 may be configured such that the telephone consultation situation to the customer consultation center based on a predetermined criterion is smooth (a ratio of the plurality of the agent terminals 120 to the talking agent terminal 120 is 30% (FIG. 7 (a)), and yellow (FIG. 7 (b)) when it is normal (the ratio of the plurality of the agent terminals 120 to the talking agent terminal 120 is 60% (FIG. 7 (c)) can be displayed through the signal lamp-shaped badge 710 when many (a ratio of the plurality of the agent terminal 120 to the talking agent terminal 120 is 90% or more).

Accordingly, the status of the current customer consultation center can be intuitively confirmed by only the app icon 700 displayed on the user terminal 100. [

1, the consultation service providing system may also be embodied in the form of a recording medium including instructions executable by a computer such as a program module executed by a computer. 1, the consultation service providing system can also be realized in the form of a computer program stored in a medium executed by a computer. Computer readable media can be any available media that can be accessed by a computer and includes both volatile and nonvolatile media, removable and non-removable media. In addition, the computer-readable medium can include both computer storage media and communication media. Computer storage media includes both volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information such as computer readable instructions, data structures, program modules or other data. Communication media typically includes any information delivery media, including computer readable instructions, data structures, program modules, or other data in a modulated data signal such as a carrier wave, or other transport mechanism.

It will be understood by those skilled in the art that the foregoing description of the present invention is for illustrative purposes only and that those of ordinary skill in the art can readily understand that various changes and modifications may be made without departing from the spirit or essential characteristics of the present invention. will be. It is therefore to be understood that the above-described embodiments are illustrative in all aspects and not restrictive. For example, each component described as a single entity may be distributed and implemented, and components described as being distributed may also be implemented in a combined form.

The scope of the present invention is defined by the appended claims rather than the detailed description and all changes or modifications derived from the meaning and scope of the claims and their equivalents are to be construed as being included within the scope of the present invention do.

100: user terminal
110: Consulting server
120: Agent terminal

Claims (20)

A method for providing a consultation service in a terminal,
Receiving user information;
Displaying a plurality of menus for consultation in a list;
Selecting one of the menus;
Transmitting a request message for inquiring information corresponding to the menu and the user information to a consulting server;
Receiving an information inquiry result corresponding to the menu from the consultation server; And
Displaying the information inquiry result and connection information with an agent terminal corresponding to the selected menu
Lt; / RTI >
Wherein the agent terminal comprises a plurality of agent terminals,
Wherein the connection information includes a waiting time and a waiting staff required for connection with the agent terminal.
The method according to claim 1,
The step of displaying the menu as a list includes:
Displays the menu on a list based on the user information and the number of times the menu is selected,
Wherein the user information and the number of times the menu is selected are stored in a database.
The method according to claim 1,
Receiving a call connection with the agent terminal; And
Sending a call to the agent terminal
Further comprising the steps of:
The method according to claim 1,
Receiving a call reservation with the agent terminal
The method further comprising:
5. The method of claim 4,
Receiving the call reservation,
Step of receiving voice memo
The method comprising the steps of:
5. The method of claim 4,
Receiving a message about availability of a call from the consultation server based on the waiting time and the waiting staff;
Receiving a call admission message or a call deferment message; And
Transmitting the selected message to the consultation server
The method further comprising:
The method according to claim 1,
Receiving a result of the information inquiry and a comment on consultation with the agent terminal; And
Transmitting the comment to the consultation server
The method further comprising:
The method according to claim 1,
Displaying a ratio of the plurality of agent terminals to a talking agent terminal in an overlay manner on an app icon for the consultation service;
The method further comprising:
In a terminal providing a consultation service,
An input unit for receiving user information and selecting one of the menus;
A display unit for displaying a plurality of menus for consultation in a list and displaying information inquiry results and connection information with an agent terminal corresponding to the selected menu;
A request message for inquiring information corresponding to the menu and a transmission unit for transmitting the user information to the consultation server; And
A reception unit for receiving an information inquiry result corresponding to the menu from the consultation server;
Lt; / RTI >
Wherein the agent terminal comprises a plurality of agent terminals,
Wherein the connection information includes a waiting time and a waiting staff required for connection with the agent terminal.
10. The method of claim 9,
The display unit includes:
And display the menu on a list based on the user information and the number of times the menu is selected,
A database for storing the user information and the number of times the menu is selected
Further comprising:
10. The method of claim 9,
Wherein the input unit receives a call connection with the agent terminal,
Wherein the transmitting unit is configured to send a call to the agent terminal.
10. The method of claim 9,
Wherein the input unit comprises:
Wherein the agent terminal is configured to receive a call reservation with the agent terminal.
13. The method of claim 12,
Wherein the input unit comprises:
When receiving the call reservation,
And a voice memo is received.
13. The method of claim 12,
Wherein the reception unit receives a message about availability of call from the consultation server based on the waiting time and the waiter,
The input unit receives a call acceptance message or a call deferment message,
And the transmitting unit is configured to transmit the selected message to the consultation server.
10. The method of claim 9,
Wherein the input unit receives the information inquiry result and the comment about the consultation with the agent terminal,
And the transmitting unit is configured to transmit the comment to the consultation server.
10. The method of claim 9,
The display unit includes:
And displays the ratio of the plurality of agent terminals to the talking agent terminal in an overlay manner on an app icon for the consultation service.
A system for providing consulting services,
A user terminal; And
Consultation server
, ≪ / RTI &
The user terminal comprises:
Upon receiving user information,
A plurality of menus for consultation are displayed in a list,
Selecting one of the menus,
A request message for inquiring information corresponding to the menu and the user information to a consultation server,
Receives an information inquiry result corresponding to the menu from the consultation server,
And display the information inquiry result and the connection information with the agent terminal corresponding to the selected menu,
The consultation server,
Deriving the information inquiry result corresponding to the menu based on the user information,
Wherein the agent terminal comprises a plurality of agent terminals,
Wherein the connection information includes a waiting time and a waiting staff required for connection with the agent terminal.
18. The method of claim 17,
The user terminal comprises:
Wherein the agent is configured to receive a call reservation with the agent terminal.
19. The method of claim 18,
The user terminal comprises:
If the call reservation is input,
Receives a message on whether or not the call is possible from the consultation server based on the waiting time and the waiting staff
Receiving an incoming call message or deferring a call message,
And to transmit the selected message to the consultation server.
18. The method of claim 17,
The user terminal
And displaying a ratio of the plurality of agent terminals to a talking agent terminal in an overlay manner on an app icon for the consultation service. Counseling service provision system.

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