TR202020915A2

TR202020915A2 - A SYSTEM THAT ENABLES SUBSCRIBER TO SEARCH FOR THE SUBJECT

Info

Publication number: TR202020915A2
Application number: TR2020/20915A
Authority: TR
Inventors: Erdem Çi̇çekci̇ Talha
Original assignee: Turkcell Technology Research And Development Co
Priority date: 2020-12-18
Filing date: 2020-12-18
Publication date: 2021-01-21

Abstract

Bu buluş, telekomünikasyon şebekesi abonelerinin yardım almak istedikleri konu hakkında müşteri temsilcisinin dijital ortamda yazılı olarak bilgilendirilmesini ve müşteri temsilcisinin yardım istenen konu hakkında bilgi sahibi olarak ilgili aboneyi aramasını sağlayan bir sistem (1) ile ilgilidir.The present invention relates to a system (1) that enables the customer representative to be informed in writing in digital media about the subject that the telecommunication network subscribers want to receive assistance, and that the customer representative calls the relevant subscriber as having information about the subject for which assistance is requested.

Description

TARIFNAME ABONENIN BELIRTTIGI KONU HAKKINDA ARANMASINI SAGLAYAN BIR SISTEM Teknik Alan Bu bulus, telekomünikasyon sebekesi abonelerinin yardim almak istedikleri konu hakkinda müsteri temsilcisinin dijital ortamda yazili olarak bilgilendirilmesini ve müsteri temsilcisinin yardim istenen konu hakkinda bilgi sahibi olarak ilgili aboneyi aramasini Saglayan bir Sistem ile ilgilidir. Önceki Teknik Günümüzde aboneler operatör ile ilgili yasadiklari problemlerin çözümü için genellikle müsteri temsilcilerini aramaktadir. Fakat abonelerin bir kismi müsteri temsilcisini aradiklarinda kendilerine sunulan sesli yanit sistemi üzerinde problemine çözüm bulmak için hangi tuslari tuslamasi gerektigi konusunda zorluk yasamaktadir. DESCRIPTION CALL THE SUBSCRIBER ABOUT THE SUBJECT A SYSTEM THAT PROVIDES Technical Area This invention is about the subject that telecommunication network subscribers want to get help from. Informing the customer representative about the customer in written form in a digital environment and Informing the customer representative about the subject for which assistance is requested, It is related to a System that provides the call to the subscriber. Prior Art Today, subscribers are looking for solutions to the problems they experience with the operator. usually calls customer representatives. But some of the subscribers are customers. on the voice response system offered to them when they call their representative. Difficulty deciding which keys to key to find a solution to the problem lives.

Mevcut teknikte bulunan çalismalar göz önünde bulunduruldugunda müsteri temsilcisine abone tarafindan olusturulan ve yardim istenen konuyu içeren bir arama istegi gönderilmesini ve müsteri temsilcisinin yardim isteyen aboneyi aramasini saglayan bir sisteme ihtiyaç duyuldugu anlasilmaktadir. patent dokümaninda, mobil uygulama üzerinden müsterilere yardim ve destek sunulmasini saglayan bir sistem açiklanmaktadir. Söz konusu bulus, mobil uygulama üzerinden yardim veya destek talebi alinmasini saglamakta, talep alinmasi üzerine süreci takip etmekte, gelisme oldugunda mobil uygulama üzerinden bildirim olusturmaktadir. Açiklanan bulus, müsteri hizmetleri ile etkilesim talebi almakta, hizmet talebini tanimlamakta ve müsteri hizmetlerinin mobil cihazla etkilesime geçmesi saglanabilmektedir. Söz konusu bulusta, kullanici müsteri hizmetleri ile etkilesime geçmeyi arzu etmesi üzerine bir “simdi ara” seçenegini kullanabilmekte; simdi ara seçenegi kullanildigi zaman müsterinin mobil numarasi, konumu ve müsterinin talebiyle ilgili ek bilgileri müsteri temsilcisine otomatik olarak iletebilmektedir. Considering the studies available in the current art, the customer representative of the subscriber and containing the subject for which help is requested. send a call request and send the customer representative to the subscriber asking for help. It is understood that there is a need for a system that allows help and support to customers in the patent document, via mobile application A system that enables the presentation of The invention in question It enables to receive help or support request through the application. It follows the process upon receipt, and when there is a development, the mobile application generates notification. The disclosed invention, with customer service receives the interaction request, defines the service request, and can interact with the mobile device. In the invention in question, When the user wanted to interact with customer service, a “now can use the "search" option; When using the call now option, the customer's mobile number, location and additional information about the customer's request. automatically to its representative.

Bulusun Kisa Açiklamasi Bu bulusun amaci kullanicinin mobil uygulama üzerinden müsteri temsilcisi tarafindan aranarak yardim almasini saglayan bir sistem gerçeklestirrnektir. Brief Description of the Invention The purpose of this invention is that the user is a customer representative through the mobile application. It is to implement a system that allows you to get help by being called by.

Bulusun Ayrintili Açiklamasi Bu bulusun amacina ulasmak için gerçeklestirilen “Abonenin Belirttigi Konu Hakkinda Aranmasini Saglayan Bir Sistem” ekli sekilde gösterilmis olup, bu sekil; Sekil-1; Bulus konusu sistemin sematik bir görünüsüdür. Detailed Description of the Invention "The Subject Specified by the Subscriber" carried out to achieve the purpose of this invention. It is shown as an appendix "A System That Provides For Searching About", and this figure is; Figure 1; The subject of the invention is a schematic view of the system.

Sekillerde yer alan parçalar tek tek numaralandirilmis olup, bu numaralarin karsiliklari asagida verilmistir. 1. Sistem 2. Elektronik cihaz 3. Uygulama 4. Müsteri temsilcisi arayüzü Bulus konusu telekomünikasyon sebekesi abonelerinin yardim almak Istedikleri konu hakkinda müsteri temsilcisinin dijital ortamda yazili olarak bilgilendirilmesini ve müsteri temsilcisinin yardim istenen konu hakkinda bilgi sahibi olarak ilgili aboneyi aramasini saglayan bir Sistem (1); - üzerinde en azindan bir uygulama çalistirmak üzere yapilandirilan en az bir elektronik cihaz (2), - elektronik cihaz (2) üzerinde çalismakta olup kullanicinin müsteri temsilcisine iletilmek üzere, yardim almak istedigi konu bilgisi ile bir aranma istegi olusturmasini saglamak üzere yapilandirilan en az bir uygulama (3), - uygulama (3) üzerinde olusturulan aranma istegini müsteri hizmetleri çalisaninin görüntülemesini ve ilgili aboneyi aramasi konusunda bilgilendirilmesini saglamak üzere yapilandirilan en az bir müsteri temsilcisi arayüzü (4) içerrnektedir. The parts in the figures are numbered one by one. the responses are given below. 1. System 2. Electronic device 3. Application 4. Agent interface The telecommunication network subscribers who are the subject of the invention want to get help informing the customer representative about the issue in writing in a digital environment. and the customer representative should be informed about the subject for which help is requested. a System (1) that enables it to call the subscriber; - at least one that is configured to run at least one application on it electronic device (2), - is working on the electronic device (2) and to be forwarded to his/her representative, with the information on the subject he/she wants help at least one configured to generate a search request application (3), - customer service call request created on application (3) about the employee's viewing and calling the relevant subscriber. at least one customer configured to ensure representative interface (4).

Bulus konusu sistemde (1) yer alan elektronik cihaz (2] üzerinde en az bir uygulama (3] çalistirmakta tercihen SIM kart ile kullanicinin telekomünikasyon sebekesi hizmeti almasini ve arama yapmasini saglamak üzere yapilandirilmaktadir. At least one application on the electronic device (2) in the inventive system (1) (3] Preferably with SIM card and user's telecommunications network in operation It is configured to enable it to receive service and make calls.

Elektronik cihaz (2) bulusun tercih edilen uygulamasinda cep telefonudur. The electronic device (2) is a mobile phone in the preferred embodiment of the invention.

Bulus konusu sistemde (1) yer alan uygulama (3) elektronik cihaz (2) üzerinde çalismakta olup kullanicinin fatura bilgisi, fayda bakiyesi, taahhüt bilgisi seklindeki bilgilerini görüntülemesini ve islemler yapabilmesini saglamak üzere yapilandirilmaktadir. Uygulama (3) kullanicinin müsteri hizmetlerine danismak istedikleri konu hakkinda önceden belirlenmis konu basliklari seçebilmesini ve/veya konu girisi yapmasini mümkün kilmak üzere yapilandirilmaktadir. The application (3) in the system (1), which is the subject of the invention, is on the electronic device (2). It is working and the user's billing information, benefit balance, commitment information in the form of to enable them to view their information and make transactions. is being configured. Application (3) to consult the user's customer service to choose pre-determined topic titles about the topic they want. and/or subject entry.

Uygulama (3) kullanicinin belirledigi, yardim almak istedigi konu bilgisini içeren bir aranma istegi olusturmak üzere yapilandirilmaktadir. The application (3) contains the subject information that the user wants to get help from. is configured to generate a search request.

Bulus konusu sistemde (1) yer alan müsteri temsilcisi arayüzü (4) uygulama (3) üzerinde olusturulan aranma istegini müsteri temsilcisinin görüntülemesini mümkün kilmak üzere yapilandirilmaktadir. Müsteri temsilcisi arayüzü (4) müsteri temsilcisinin, aranmasini isteyen abonenin yardim almak istedigi konu hakkinda bilgilendirilmesini saglamak üzere yapilandirilmaktadir. The customer representative interface (4) in the inventive system (1), the application (3) Allow the customer representative to view the search request created on configured to make it possible. Customer agent interface (4) customer representative of the subscriber who wants to be called, about the issue that he wants to get help from. is structured to provide information.

Bulus konusu sistemde (1) öncelikle telekomünikasyon abonesi bir elektronik cihaz (2) üzerinde çalismakta olan uygulama (3) vasitasiyla müsteri hizmetlerine hangi konuda danismak istedigi bilgisini girmektedir. Bilgi girisi önceden belirlenmis konu basliklari ve/veya abonenin tanimlayacagi konular olarak yapilabilmektedir. In the system of the invention (1), first of all, a telecommunication subscriber electronic device (2) which application to customer service through (3) enters the information that he/she wants to consult on the subject. Information entry predetermined topics and/or topics to be defined by the subscriber.

Ilgili konuyu içeren bir aranma istegi uygulama (3) tarafindan olusturulmakta ve müsteri temsilcisi arayüzüne (4) iletilmektedir. Müsteri temsilcisi arayüzü (4) üzerinde bir abonenin belirli bir konuda destek almak için aranmasini istegini gören müsteri temsilcisi ilgili destegi saglamak üzere aboneyi aramaktadir. A search request containing the relevant subject is created by the application (3) and forwarded to the customer representative interface (4). Customer representative interface (4) Seeing a subscriber's request to be called for support on a specific issue on The customer representative calls the subscriber to provide the relevant support.

Bu bulus sayesinde müsteri temsilcisine baglanarak destek almak isteyen abonelerin aramayi baslatmadan önce arama sebeplerini belirtmeleri ve bu dogrultuda bilgilendirilen müsteri temsilcisinin ilgili aboneyi aramasi saglanarak hem müsteri memnuniyeti arttirilmakta hem de çagri merkezleri hatlarinda yasanan yogunluk azaltilmaktadir. Thanks to this invention, those who want to get support by connecting to a customer representative Before starting the call, the subscribers should indicate the reason for the call and this By ensuring that the customer representative, who is informed accordingly, calls the relevant subscriber. both customer satisfaction is increased and the problems experienced in call center lines are density is reduced.

Bu temel kavramlar etrafinda, bulus konusu sistem (1) ile ilgili çok çesitli uygulamalarin gelistirilmesi mümkün olup, bulus burada açiklanan Örneklerle sinirlandirilamaz, esas olarak istemlerde belirtildigi gibidir. Around these basic concepts, there are many different types of systems related to the inventive system (1). It is possible to develop applications and the invention is illustrated by the Examples described herein. not limited, essentially as claimed in the claims.

Claims

REQUESTS

1. It ensures that the telecommunication network subscribers want to get help from the customer representative in writing in digital environment and that the customer representative calls the relevant subscriber with information about the subject for which help is requested; - at least one application (3) running on at least one electronic device (2) configured to run at least one application on it, and configured to enable the user to create an assignment request with the subject information on which he or she wants help, to be forwarded to the customer representative, - application A system (1) characterized by at least one customer representative interface (4) configured to enable the customer service employee to view the call request created on (3) and to inform the relevant subscriber about the call. . A system (1) as in Claim 1, characterized by an electronic device (2) in the form of a mobile phone configured to run at least one application on it, to enable the user to receive telecommunication network service and make calls with a SIM card. A system as in Claim 1 or (1), characterized by the application (3) running on the electronic device (2) and configured to enable the user to view and perform transactions in the form of billing information, benefit balance, commitment information. A system like any of the above prompts characterized by the application (3) configured to enable the user to select pre-determined topics and/or enter a topic about the topic they want to consult customer service about. a system (1) as in any one of the above claims, characterized by the configured application (3). A system (1) as in any of the above prompts characterized by the customer representative interface (4l) configured to enable the customer representative to view the call request created on the application (3). Any of the above claims characterized by its representative interface (4).