KR20170064730A - Customer Service Method and System using the VR Device - Google Patents

Customer Service Method and System using the VR Device Download PDF

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Publication number
KR20170064730A
KR20170064730A KR1020150170551A KR20150170551A KR20170064730A KR 20170064730 A KR20170064730 A KR 20170064730A KR 1020150170551 A KR1020150170551 A KR 1020150170551A KR 20150170551 A KR20150170551 A KR 20150170551A KR 20170064730 A KR20170064730 A KR 20170064730A
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South Korea
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customer
virtual
service
customer service
consultation
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KR1020150170551A
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Korean (ko)
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이상돈
정흥섭
차재민
서동윤
박동수
김영미
장인석
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에스케이 주식회사
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Publication of KR20170064730A publication Critical patent/KR20170064730A/en

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/10—Services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/38—Payment protocols; Details thereof
    • G06Q20/40—Authorisation, e.g. identification of payer or payee, verification of customer or shop credentials; Review and approval of payers, e.g. check credit lines or negative lists
    • G06Q20/401—Transaction verification
    • G06Q20/4014—Identity check for transactions
    • G06Q20/40145—Biometric identity checks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00—Television systems
    • H04N7/14—Systems for two-way working

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  • Engineering & Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Tourism & Hospitality (AREA)
  • Accounting & Taxation (AREA)
  • Signal Processing (AREA)
  • Strategic Management (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • Finance (AREA)
  • Computer Security & Cryptography (AREA)
  • Multimedia (AREA)
  • Health & Medical Sciences (AREA)
  • Economics (AREA)
  • General Health & Medical Sciences (AREA)
  • Human Resources & Organizations (AREA)
  • Marketing (AREA)
  • Primary Health Care (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

A virtual customer service method and system using a VR device are provided. A virtual customer service method according to an embodiment of the present invention authenticates a customer using biometric information acquired through a VR device and provides a virtual customer service for an authenticated customer through a VR device. This makes it possible to instantly provide customized services through the VR device regardless of the time, without visiting the customer center directly.

Description

TECHNICAL FIELD [0001] The present invention relates to a virtual customer service method and system using a VR device,

The present invention relates to a customer service providing technology, and more particularly, to a customer service method and system for responding to a customer inquiry and processing a request service.

Customer service provision is diverse through customer centers and call centers. Customer service through the customer center has to be visited by the customer, and it is inconvenient to make a reservation or to wait for a long time.

Customer service through the call center is immediate, but since customer consultation is limited to voice, it may be difficult for customer inquiries to be delivered to counselor and it may be difficult for customer to understand counselor's explanation.

Furthermore, in the case of a customer service requiring personal authentication and face-to-face consultation, it is impossible to process by the call center.

In addition, the limitations of the customer center for the face-to-face consulting business also exist in the following cases. There is a case where a customer who can communicate only in a foreign language is visiting, there is no counselor who can not speak the foreign language, a case where a hearing impaired person visits but there is no counselor who can sign up.

SUMMARY OF THE INVENTION It is an object of the present invention to provide a virtual customer service method and system for authenticating a customer with a virtual reality (VR) device and customizing the customer service through a VR device .

According to an aspect of the present invention, there is provided a virtual customer service method including: authenticating a customer using biometric information acquired through a VR (Virtual Reality) device; And providing virtual customer service for the authenticated customer via the VR device.

The biometric information may be generated in the VR device or generated in the mobile device of the customer, and then transmitted to the VR device for use.

The biometric information may include first biometric information generated in the VR device and second biometric information generated in the mobile device of the customer and then transmitted to the VR device.

The customer service may include time information for assisting the customer in consultation, and the virtual customer service method according to an embodiment of the present invention may further include storing the consultation contents as an image .

In addition, the customer service may be a customer service for a mobile service, and the providing step may virtually display usage status information of the customer's mobile service.

Further, the virtual customer service method according to the embodiment of the present invention may further include providing a settlement service for at least one of the pending amount and the scheduled payment amount of the authenticated customer.

In addition, the customer service may be provided by a virtual consulting service as a service requiring face-to-face consultation.

The customer service may include at least one of a customer service by a foreign language and a customer service by a handshake.

Further, the virtual customer service method according to the embodiment of the present invention may further include the step of determining the current location of the VR device, wherein the providing step is a step of providing the customer service when the VR device is at a designated location .

And, the designated location may include at least one of a customer service center operated by the mobile service company for the customer service business, an agency operating for the mobile service addition service, and a remote place.

According to another embodiment of the present invention, a customer center server includes a DB storing customer information; And a virtual consultation server for providing the customer service for the authenticated customer from the biometric information obtained through the VR (Virtual Reality) device through the VR device using the customer information stored in the DB.

As described above, according to the embodiments of the present invention, the customer can be authenticated using the biometric information acquired through the VR device, and the customer service for the authenticated customer can be provided through the VR device, And customized services can be provided immediately.

In addition, according to the embodiments of the present invention, it is possible to receive a virtual customer service through a VR device regardless of time, without visiting the customer center directly, do.

Particularly, according to the embodiments of the present invention, when a face-to-face counseling of a counselor is required, for example, a face-to-face consultation is required, and a customer service is provided by sign language to a hearing- If you need to provide customer service in a foreign language, you will be able to meet the requirements through a virtual counselor.

In addition, according to the embodiments of the present invention, it is possible to enhance understanding of customers through visualized descriptions and images in a virtual space, enable various virtual mobile devices to be experienced by customers, It is possible to store and pay for the customer service, thereby further enhancing the convenience of the customer.

FIG. 1 illustrates a virtual customer service system according to an embodiment of the present invention.
FIG. 2 is a detailed block diagram of the VR device shown in FIG. 1,
FIG. 3 is a detailed block diagram of the customer center server shown in FIG. 1,
FIG. 4 is a flowchart provided in an explanation of a virtual customer service providing method by the virtual customer service providing system shown in FIG.

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

1. Virtual customer service system using Virtual Reality (VR)

1 is a diagram illustrating a virtual customer service system according to an embodiment of the present invention. The virtual customer service system according to an embodiment of the present invention functions as a virtual customer center that provides customer service through a virtual consultant in a virtual space.

Because the consultation is done by virtual reality rather than the real world, customer service is possible without restriction of time and place, that is, customer service is available 24 hours a day, 7 days a week.

Also, there is no restriction on the human ability of the counselor because consultation is performed by a virtual counselor. In other words, unlike a real-world counselor, a virtual counselor can provide customer service in foreign languages for foreigners and provide customer service by hand for hearing-impaired people.

In addition, strong personal authentication is possible through personal authentication using the biometric information obtained by utilizing the VR device 100 and the mobile device 200.

For the convenience of understanding and explanation, it should be noted that the embodiment of the present invention assumes a customer service for a mobile service, and the technical idea of the present invention can be applied to other customer services.

The virtual customer service system according to the embodiment of the present invention can provide the customer service that requires customer authentication and requires face-to-face consultation by a counselor Change of name, termination of service, settlement of unpaid fee, etc.).

However, it goes without saying that the virtual customer service system according to the embodiment of the present invention can also be used for many other customer services.

1, a virtual customer service system according to an exemplary embodiment of the present invention includes a VR device 100, a mobile device 200, a customer center server 300, and an authentication center server 400, do.

The VR device 100 provides a VR image and includes an iris recognition unit 170 and a fingerprint recognition unit 180 as means for performing personal authentication using biometric information. The VR device 100 may be owned by a mobile service customer or may be owned by a customer center.

The mobile device 200 is a device owned by the mobile service customer and includes a fingerprint recognition unit (not shown) and may include an iris recognition unit (not shown). Accordingly, the mobile device 200 can obtain the biometric information of the customer alone or in cooperation with the VR device 100 (for example, the VR device 100 acquires the iris information, and the mobile device 200 acquires the fingerprint information Acquisition).

Furthermore, depending on the type of VR device 100, the mobile device 200 may be physically / logically coupled to the VR device 100 to assist in providing VR images.

The customer center server 300 provides a virtual customer service through the VR device 100. Virtual customer service is a type of service that handles customer consultation and customer service through avatar-type virtual counselor in virtual space.

The customer center server 300 acquires customer information about an authenticated customer and provides a customized customer service based on the acquired customer information instantly.

Also, the customer center server 300 stores the consultation history through the virtual customer service, and the consultation history includes the VR consultation image provided to the customer through the VR device 100.

The authentication center server 400 is a server for performing a customer authentication procedure using the biometric information obtained through the VR device 100 and / or the mobile device 200 and transmitting the result to the customer center server 300.

The customer authentication procedure does not necessarily have to be performed by the authentication center server 400. [ If the customer authentication procedure is performed by the customer center server 300, the authentication center server 400 in the virtual customer service providing system may be omitted.

Further, even when the VR device 100 or the mobile device 200 performs the customer authentication procedure and the authentication result is returned to the customer center server 300, the authentication center server 400 may be omitted. This is useful when it is required that biometric information should not be leaked to the outside.

2. VR device

2 is a detailed block diagram of the VR device 100 shown in FIG. 2, the VR device 100 includes a camera 110, a VR display 120, a microphone 130, a communication unit 140, a processor 150, a user input unit 160, (170) and a fingerprint recognition unit (180).

The camera 110 is located at the upper center of the VR device 100 and is a means for photographing the front side. If the customer wearing the VR device 100 leans his or her head, the screen of the mobile device 200 can be photographed.

The communication unit 140 is a means for communicating with the mobile device 200, the customer center server 300 and the authentication center server 400. The microphone 130 and the user input unit 160 input commands It is a means to receive.

The VR display 120 displays the virtual customer service received from the customer center server 300 through the communication unit 140 as a VR image.

The iris recognition unit 170 is installed in the VR device 100 at a location where the user's eyes can be watched. The iris recognition unit 170 recognizes the iris of the customer and generates iris information.

The fingerprint recognition unit 180 is installed on the outer surface of the VR device 100 at a position where the customer is comfortable with a finger. The fingerprint recognition unit 180 recognizes the fingerprint of the customer and generates fingerprint information.

The processor 150 may use the biometric information generated by the iris recognition unit 170 and / or the fingerprint recognition unit 180 and / or the biometric information received from the mobile device 200 via the communication unit 140 Perform the procedures required for authentication.

1) When the VR device 100 performs the customer authentication, the processor 150 directly performs the customer authentication and transmits the authentication result to the customer center server 300. 2) The customer authentication is transmitted to the customer center server 300, Or the authentication center server 400, the processor 150 transmits the biometric information to the corresponding server.

The processor 150 then displays the virtual customer service received from the customer center server 300 via the communication unit 140 as a VR image on the VR display 120. In addition, a customer's command inputted through the microphone 130 and the user input unit 160 is transmitted to the customer center server 300 through the communication unit 140. [

3. Customer Center Server

3 is a detailed block diagram of the customer center server 300 shown in FIG. 3, the customer center server 300 includes a communication unit 310, a virtual consulting server 320, an adviser consulting server 330, an authentication server 340, and a customer DB 350.

The communication unit 310 is a means for communicating with the VR device 100, the mobile device 200 and the authentication center server 400. The customer DB 350 is a DB storing customer information and consultation details.

The authentication server 340 is a means for performing client authentication using biometric information and may be omitted when the client authentication is performed in the VR device 100, the mobile device 200, and / or the authentication center server 400.

The virtual consultation server 320 is a server for providing a consultation service by the virtual consultant to the VR device 100 through the communication unit 310. The consultant consultation server 330 communicates with the VR device 100 ) Is a server for providing counseling services by a real counselor.

Hereinafter, a method of providing a consultation service by the virtual consultation server 320 and the consultant consultation server 330 will be described in detail.

4. Virtual customer service delivery method

FIG. 4 is a flowchart provided in an explanation of a virtual customer service providing method by the virtual customer service providing system shown in FIG.

As shown in FIG. 4, first, a customer authentication procedure using biometric information acquired through the VR device 100 is performed (S510). The biometric information obtained from the mobile device 200 may be used in addition to the VR device 100 or only the biometric information obtained from the mobile device 200 may be used.

In addition, it has been described that the authentication procedure can be performed in any of the VR device 100, the mobile device 200, the customer center server 300, and the authentication center server 400.

If the customer authentication in step S510 is successful (S520-Y), the virtual consultation server 320 extracts customer information about the authenticated customer in the customer DB 350 (S530). This is to secure information necessary for virtual consultation.

Next, the virtual consultation server 320 virtually provides the customized virtual consulting service based on the customer information obtained in step S530 to the authenticated customer through the VR device 100 (S540).

Since the virtual counseling service provided in step S540 is performed in the virtual space by the avatar-type virtual counselor, the following various and unique customer services can be provided.

1) Customer's service utilization status information

The usage history, the fee system, the unpaid balance, the cancellation fee, and the like are displayed as visual information such as a graph and a table in the virtual space, thereby improving the understanding of the customer. For example, ① difference in price and benefits comparing the new plan with the existing plan, ② benefits from the number porting, and the resulting penalty, and the result of offsetting it, can be clearly indicated by visual information.

2) Real image of mobile device

VR images can be used to explain how customers use their mobile devices. In addition, the new smartphone and tablet PC, allows customers to experience the virtual.

3) Mobile payment

Virtual consultation is based on customer authentication. That is, since the virtual consulting service is provided only to the authenticated customer, the payment result of the payment result of the payment amount of the customer, the payment amount of the customer, and the like can be further utilized by utilizing the authentication result.

Thereafter, when there is a consultant connection request from the customer (S550-Y), the consultant consultation server 330 connects with the consultant through a video telephone and provides a consultation service by the actual consultant (S560). The step S560 differs from the virtual counseling service of the step S540 in which there is no time restriction since the step S560 is possible only during the counselor working time.

When the consultation is completed, the virtual consultation server 320 / consultant consultation server 330 stores the consultation details in the customer DB 350 (S570). 1) When only virtual counseling service is provided, the counseling termination is when the virtual counseling is terminated. 2) When the consultant counseling service is provided, and the counseling termination is completed after the virtual counseling.

The consultation history stored in step S570 includes the VR image provided to the customer through the VR device 100 during the virtual consultation and the video call content with the consultant provided to the customer through the VR device 100 .

5. Variation example

Up to now, preferred embodiments of the virtual customer service method and system using the VR device 100 have been described in detail.

In the above embodiment, it has been assumed that customer service is free of time and place restrictions, and it is possible to place time and place restrictions according to the policy of the country, organization and service provider.

For example, regarding customer service (change of service name, termination of service, settlement of unpaid charges, etc.) in which face-to-face counseling is required, a mobile service provider operates a virtual consulting service only within a customer service center Processing can be implemented.

In this case, there is an inconvenience that the customer must visit the customer service center directly, but there is no need for waiting for the consultation, and there is availability in that the customer service by foreign language or sign language is possible without limitation.

Furthermore, the customer service center can be expanded and operated with flexibility. For example, it is possible to implement virtual customer service provision even within a reseller operating a mobile service subscription business. In addition, for customers residing in remote areas, virtual customer service can be provided even in the remote area.

In these cases, in addition to the personal authentication, the present position of the VR device 100 is identified, and it is checked whether the identified current position is a location (customer center, agency, outback, etc.) Later, it is required to implement to provide virtual customer service.

On the other hand, in the customer consultation process, the camera 110 provided in the VR device 100 can transmit the image of the customer's mobile device 200 to the customer center server 300, It is also possible to implement it.

It goes without saying that the technical idea of the present invention can also be applied to a computer-readable recording medium having a computer program for performing the functions of the apparatus and method according to the present embodiment. In addition, the technical idea according to various embodiments of the present invention may be embodied in computer-readable code form recorded on a computer-readable recording medium. The computer-readable recording medium is any data storage device that can be read by a computer and can store data. For example, the computer-readable recording medium may be a ROM, a RAM, a CD-ROM, a magnetic tape, a floppy disk, an optical disk, a hard disk drive, or the like. In addition, the computer readable code or program stored in the computer readable recording medium may be transmitted through a network connected between the computers.

While the present invention has been particularly shown and described with reference to exemplary embodiments thereof, it is to be understood that the invention is not limited to the disclosed exemplary embodiments, but, on the contrary, It will be understood by those skilled in the art that various changes in form and detail may be made therein without departing from the spirit and scope of the present invention.

100: VR device 170: iris recognition unit
180: fingerprint recognition unit 200: mobile device
300: customer center server 400: authentication center server

Claims (11)

Authenticating a customer using biometric information acquired through a VR (Virtual Reality) device; And
And providing virtual customer service for the authenticated customer through the VR device.
The method according to claim 1,
The bio-
Wherein the virtual customer service is generated by the VR device or is generated in the mobile device of the customer and then transmitted to the VR device for use.
The method according to claim 1,
The bio-
The first biometric information generated by the VR device and the second biometric information generated by the customer's mobile device and then transmitted to the VR device.
The method according to claim 1,
The customer service includes:
Time information for assisting the consultation with the customer,
The virtual customer service method includes:
And storing the consultation contents as an image.
The method of claim 4,
The customer service includes:
Customer service for mobile services,
Wherein the providing step comprises:
And displays the usage status information of the customer for the mobile service in a virtual manner.
The method of claim 5,
And providing a settlement service for at least one of an unpaid amount and a scheduled payment amount of the authenticated customer.
The method according to claim 1,
The customer service includes:
A virtual customer service method, wherein a face-to-face consultation is required, the virtual customer service method being provided by a virtual counselor.
The method of claim 7,
The customer service includes:
A customer service by a foreign language, and a customer service by a handshake.
The method of claim 7,
Further comprising: determining a current location of the VR device;
Wherein the providing step comprises:
And providing the customer service if the VR device is at a designated location.
The method of claim 9,
The designated position may be,
A customer service center operated by a mobile service company for a customer service business, an agency operating for a mobile service subscription business, and a remote place.
DB storing customer information; And
And a virtual consultation server for providing the customer service for the authenticated customer from the biometric information acquired through the VR (Virtual Reality) device through the VR device using the customer information stored in the DB, Customer Center Server.
KR1020150170551A 2015-12-02 2015-12-02 Customer Service Method and System using the VR Device KR20170064730A (en)

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Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR101941947B1 (en) * 2018-07-13 2019-01-24 주식회사 유니브이알 Virtual reality video service system using virtual reality experience device

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR101941947B1 (en) * 2018-07-13 2019-01-24 주식회사 유니브이알 Virtual reality video service system using virtual reality experience device

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