201229948 六、發明說明： 【發明所屬之技術領域】 本發明係一種關於客服回應之方法及客服系統。 特別是一種可將客服資料以晝面的方式傳送予使用者 瀏覽的客服回應方法及其客服系統。 【先前技術】 近年來，眾多的電信業者如雨後春筍般的不斷誕 生，消費者在選擇多樣化的情況下，除了對通話品質 及費率精打細算外，對於各家電信業者的客戶服務更 是選擇考慮的重點，於是客戶服務實已成為決定電信 業者成敗好壞的關鍵。 目則一般電彳§業者所提供之客戶服務，包含有許 多種服務項目，使用者更可以以電話告知的方式進行 續約，惟不論各家電信業者服務項目如何多樣化，使 用者撥打客服時，都僅能以語音的方式與客服系統進 打通話’使用者更必須耗費時間聽完整段語音的内容 才能知道整個客服資料的内容’如此不僅相當的不方 便’更可能在於客服資料内容眾多時，使用者容易忘 記先前的服務内容而無法各項比較來做選取，因此傳 統之語音客，系統在使用上實有其讀利之所在。 因此’實在有必要提供—種客服回應之方法及客 服系統，用以改善先前技術之不便。 201229948 【發明内容】 本發明之主要目的係在提供一種可將客服資料傳 送予使用者瀏覽之客服回應方法及其客服系統。 為達成上述之目的，本發明之客服回應方法，係 藉由使用者操作可攜式電子裝置與客服系統進行通 話，客服系統再依據使用者之來電資訊決定是否將客 服資料内容透過網路傳送予使用者。該方法包括下列 步驟：接受使用者之可攜式電子裝置之來電；判斷可 攜式電子裝置之電話號碼是否曾在資料庫註冊；若該 電話號碼在該資料庫有註冊，則透過網路傳送客服資 料至該可攜式電子裝置。 本發明之客服系統包括：網路模組，係與網路電 性連接；來電接受模組，用以接受使用者的來電；資 料庫，用以儲存複數筆已註冊之電話號碼及一客服資 料；註冊驗證模組，用以判斷來電之電話號碼是否係 已註冊；控制模組，用以控制網路模組透過網路傳送 客服資料至使用者之可攜式電子裝置。其中使用者之 可攜式電子裝置包括有螢幕，藉此客服系統所傳送之 客服資料係可顯示於該螢幕上，以供使用者瀏覽並做 進一步的點選。 【實施方式】 為讓本發明之上述和其他目的、特徵和優點能更 明顯易懂，下文特舉出本發明之具體實施例，並配合 所附圖式，作詳細說明如下。 201229948 播^下請先1及圖2’其中圖1係關於本發明之 ，用㈣不意® ’ ® 2則係關於本發明之客服資料之示 本發明之客服回應方法，係藉由使用者操作可 攜式電子裝置80(如手機、筆記型電腦, ”系統m行通話;使用者在撥打客 == 便气依照使用者之來電資訊(如電話號碼) 或八所k供之貝成(如-組密碼）進行驗證，一 Γ二客服/統1便會將一具有客咖 (如圖2所示）透過網際網路_送至使用者攜 電子裝置80’其中’使用者所使用之可攜式電子^ 80包括螢幕8卜且可攜式電子裝置8()具有連姓網^之 ^能，可用以接收㈣客㈣⑽所傳來之^服資料 10、=ί=Γ-Γ 客服系統1 10 土電接又模組20、資料庫3〇、註冊 1碼驗證模組5〇、音頻驗證模組⑼40 路模組_與嶋網路9Q電性連接；接收= 係用以接受使用者之可攜式電子裝置8〇之來 ^30係用以儲存複數筆已註冊之電話號 資訊及客服資料31;註冊驗證模組_以判斷使^ 之來電的電話號碼是否已曾在資料庫難冊 證模仙以接受使用者輸人之㈣並_其所輸 入者疋否正確，音頻驗證模組_以接受 裳置80所產生之音頻排列順序並判斷其所產生^ 排列順序是否正確；控制模組7G係用以控制網路二組 201229948 10透過網際網路90傳送客服資料31至使用者之可穩式 電子裝置80°其中需注意的是’上述之註冊驗證模組 40、密碼驗證模組50及音頻驗證模組60均係用以驗證 使用者之身分或使用資格，其在使用上並無須三者都 具備，提供客服之業者可視自己之需求擇一使用即 可，惟密碼驗證模組50或音頻驗證模組6〇其在使用上 更進一步具有防止竊用之功能’係可用以避免使用者 以外的人竊打客服電話’故二者在使用的選擇上可謂 為較佳之選擇。 鲁 最後請參考圖3,係關於本發明之客服回應方法之 流程圖。 步驟S1 :接受使用者之可攜式電子裝置之來電。 使用者利用可攜式電子裝置80撥打客服電話，客 服系統1之來電接受模組2〇會接受使用者的來電。其中 使用者之來電可透過一般的公眾交換電話網路(public201229948 VI. Description of the Invention: [Technical Field of the Invention] The present invention relates to a method for customer service response and a customer service system. In particular, it is a customer service response method that can transmit customer service data to the user in a face-to-face manner and its customer service system. [Prior Art] In recent years, many telecom operators have been springing up like mushrooms. In the case of diversified consumers, in addition to careful calculation of call quality and rate, customers are more concerned about customer service. The focus is on customer service, which has become the key to determining the success or failure of telecom operators. The customer service provided by the company is generally provided by a wide range of service items. Users can also renew their subscription by telephone. However, regardless of how diversified service providers are diversified, users can call customer service. They can only talk to the customer service system by voice. 'Users must spend time listening to the entire voice content to know the content of the entire customer service data. 'This is not only quite inconvenient', but more likely when the customer service data content is large. The user can easily forget the previous service content and cannot make comparisons by comparison. Therefore, the traditional voice guest has its advantage in the use of the system. Therefore, it is necessary to provide a customer service response method and a customer service system to improve the inconvenience of prior art. 201229948 SUMMARY OF THE INVENTION The main object of the present invention is to provide a customer service response method and a customer service system capable of transmitting customer service data to a user. In order to achieve the above purpose, the customer service response method of the present invention is to perform a call by the user operating the portable electronic device and the customer service system, and the customer service system further determines whether to transmit the customer service data content through the network according to the call information of the user. user. The method includes the steps of: accepting an incoming call of the user's portable electronic device; determining whether the phone number of the portable electronic device has been registered in the database; and if the phone number is registered in the database, transmitting through the network Customer service information to the portable electronic device. The customer service system of the present invention comprises: a network module electrically connected to the network; an incoming call receiving module for accepting a call from the user; and a database for storing a plurality of registered telephone numbers and a customer service data The registration verification module is used to determine whether the telephone number of the incoming call is registered; the control module is used to control the network module to transmit the customer service data to the portable electronic device of the user through the network. The user's portable electronic device includes a screen, and the customer service data transmitted by the customer service system can be displayed on the screen for the user to browse and further click. The above and other objects, features, and advantages of the present invention will become more apparent from the aspects of the invention. 201229948 播下下下1 and Figure 2' wherein Figure 1 relates to the present invention, using (4) Unintentional ® ' ® 2 is related to the customer service information of the present invention, the customer service response method of the present invention is operated by the user Portable electronic device 80 (such as mobile phone, notebook computer, "system m line call; user dialing guest == will be in accordance with the user's call information (such as phone number) or eight k for the sake of (such as - Group password) for verification, one customer service system 1 will send a guest (as shown in Figure 2) through the Internet_ to the user to carry the electronic device 80' where the user uses the portability The electronic device ^ 80 includes a screen 8 and the portable electronic device 8 () has the power of the surname network ^, can be used to receive the (four) guest (four) (10) from the service information 10, = ί = Γ - Γ customer service system 1 10 earth power connection module 20, database 3〇, registered 1 code verification module 5〇, audio verification module (9) 40 way module _ and 嶋 network 9Q electrical connection; receiving = is used to accept users The portable electronic device 8 is used to store a plurality of registered telephone number information and customer service information 31; registration test Module _ to determine whether the phone number of the caller has been in the database is difficult to accept the user's input (4) and _ the input is correct, the audio verification module _ to accept the skirt The audio sequence generated by 80 is judged to be correct. The control module 7G is used to control the network group 2 201229948 10 to transmit the customer service data 31 through the Internet 90 to the user's stable electronic device. 80° It should be noted that the above-mentioned registration verification module 40, password verification module 50 and audio verification module 60 are used to verify the identity or use qualification of the user. The customer service provider can choose to use it according to his own needs, but the password verification module 50 or the audio verification module 6 further has the function of preventing theft in use, which is available to avoid people other than the user. Stealing the customer service phone's, so the two are better choices in the choice of use. Finally, please refer to Figure 3, which is a flow chart of the customer service response method of the present invention. Step S1: accepting the user's The incoming call of the portable electronic device. The user dials the customer service phone by using the portable electronic device 80, and the incoming call receiving module 2 of the customer service system 1 receives the incoming call of the user. The user's incoming call can be accessed through the general public switched telephone network. Road
Switched Telephone Network, PSTN)，亦可利用網路電 φ 話透過網際網路90(internet)來做傳輸，惟若使用者係 使用網路電話撥打時，來電接受模組2〇即必須利用網 路模組10來與網際網路9〇作連結，以達到透過網際網 路通汛之目的。須注意者的是，本實施例之來電接受 模組20 ’可為一般的用戶電話交換機(PBX)，於電話接 通後再透由業者之客服人員的操作，來完成本發明之 客服回應方法接下來所需之後續動作，也可以係利用 網路電話交換機(IPPBX)，並將之與本發明之客服系統 201229948 1之其他部分元件電性連接，而完全以自動控制之方 式，來完成以下後續的步驟。 步驟S2 :判斷可攜式電子裝置之電話號碼是否曾在資 料庫註冊。 客服系統1在接通使用者之來電後，會進一步判斷 使用者之電話號碼是否曾在資料庫30註冊過。由於不 同使用者之可攜式電子裝置都各自使用有不同的電話 號碼，因此客服系統1即可利用電話號碼來辨識使用 者，進而判斷是否接續以下動作；透由一註冊驗證模 組40，來比對使用者來電的電話號碼是否與儲存於資 料庫30中之電話號碼有相同，即可判斷使用者所使用 之電話號碼是否已有註冊。舉例而言，客服系統1在一 開始使用時即會要求使用者進行註冊的動作，完成註 冊以後，使用者之身分資料及手機號碼或其他用戶資 訊便將會儲存於資料庫30當中，爾後使用者在撥打客 服時，客服系統1便會根據此一註冊資訊來傳送客服資 料31給予使用者瀏覽，反之，若該來電之電話號碼未 有註冊，則客服系統1便會停止以下動作。 步驟S3 :接受密碼之輸入並判斷輸入之密碼是否正確。 在本實施例中之客服系統1進一步包括具有防止 竊用功能的驗證機制。此時客服系統1會要求使用者提 供一組密碼，以作為使用者的驗證密碼。舉例來說， 客服系統1會在使用者一開始使用時即要求其提供一 組密碼，並將之連同使用者之身分資料、電話號碼或 201229948 其他用戶資訊一併儲在 者撥打客服電話，此時的於完貝料么庫30當巾；日後當使用 有無註冊外’更進―牛/服系統1除辨識該電話號碼 供之密碼，藉此，;話要前所提 = S。4 :接受音編_轉並躺音頻_順序是否Switched Telephone Network (PSTN) can also use the network power to transmit over the Internet 90. However, if the user dials from a network phone, the call accepting module 2 must use the network. The module 10 is connected to the Internet 9 to achieve the purpose of communicating through the Internet. It should be noted that the incoming call receiving module 20 ′ of the present embodiment may be a general user telephone exchange (PBX), and after the telephone is connected, the operation of the customer service personnel of the operator is completed to complete the customer service response method of the present invention. The subsequent actions required can also be made by using the Internet Telephony Switch (IPPBX) and electrically connected to other parts of the customer service system 201229948 1 of the present invention, and completely complete the following in an automatic control manner. Follow-up steps. Step S2: Determine whether the phone number of the portable electronic device has been registered in the data repository. After the customer service system 1 connects the user's call, it further determines whether the user's phone number has been registered in the database 30. Since the portable electronic devices of different users each use different phone numbers, the customer service system 1 can use the phone number to identify the user, and then determine whether to continue the following actions; through a registration verification module 40, Whether the telephone number of the user's incoming call is the same as the telephone number stored in the database 30, it can be determined whether the telephone number used by the user is already registered. For example, the customer service system 1 will require the user to perform the registration action at the beginning of use. After the registration is completed, the user's identity information and mobile phone number or other user information will be stored in the database 30, and then used. When the customer service is called, the customer service system 1 will transmit the customer service data 31 to the user according to the registration information. Otherwise, if the telephone number of the incoming call is not registered, the customer service system 1 will stop the following actions. Step S3: Accept the input of the password and judge whether the entered password is correct. The customer service system 1 in this embodiment further includes an authentication mechanism having a function of preventing theft. At this time, the customer service system 1 will ask the user to provide a set of passwords as the user's verification password. For example, the customer service system 1 will ask the user to provide a set of passwords when they start using them, and store them together with the user's identity data, phone number or other user information of 201229948. At the end of the time, the library is used as a towel; in the future, when using the registration or not, the 'more-in-the cow/service system 1 except the password for identifying the phone number, thereby; 4: Accept the sound _ turn and lie audio _ order is whether
田使用者進行上述所說之註冊動作時，使用者所 使用之可攜式電子裝置8。更進一步的會產生; (DTMF则順序，音頻驗證模祕 曰 順序是否正確。音頻排列順序係由多組高頻及』^ &產生i_本發明不以此為限。因此，當使用者進行 註冊時，客服系統丨便會—併將該音頻排_序與電話 唬碼或其他用戶資訊儲存於資料庫3〇當中，爾後當使 用者撥打客服時，客服“ 1在確認電話號碼有無註冊 及輸入之密碼是否正確後，進—步會再判斷使用者之 可攜式電子裝置80所產生之音頻排列順序是否與其之 前所記錄之音頻排列順序相同。以手機為例，利用音 頻排列順序以驗證使用者身份，其好處在於當使用者 遺失或被竊取手機的用戶辨識模組(Subscriber Idemity M〇dule，SIM)卡時，縱使盜用者知道原使用者之電話號 碼及其所設定之密碼，但因為不同手機所產生的音頻 排列順序各有不同，故經由音頻驗證模組6〇之驗證， 客服系統1便可判斷發話者所使用之手機是否為先前 所使用之手機，藉此以更能確保發話者為真正的使用 201229948 步驟S5 .透過網際網路傳送客服資料至可攜式電子 置置。 又 v使用者之電活號碼係已註冊，且輸入之密碼正 確i其所使用之可攜電子裝置_生之音頻排列順序 與’貝料庫3G所儲存者吻合時，客服系統1之控制模組70 ，會控制網路模組職過網際網路9G將客服資料31傳 达至使用者之可攜式電子裝置8〇以供其瀏覽。需注意 者係，該客服資料31包括有互動式語音回^ (interactive V〇ice㈣眶，)，目此，使用者除; =過晝面點選所想要的服務外，也可以利用傳統的語 音方式進行互動。 ° 氣 τ、上所陳，本發明無論就目的、手段及功致，在 在均顯示其迥異於習知技術之特徵。惟須注咅，、 實施例僅為例示性說明本發明之原理及其功效，a 用於限制本發明之範圍。本發明之權利保而非 後述之中料·圍所述。 4範圍應'如 【圖式簡單說明】 圖1係本發明之客服系統之使用環境示意圖。 圖2係本發明之客服資料之示意圖。 圖3係本發之客服回應方法之步驟流程圖。 【主要元件符號說明】 客服系統1 網路模組10 來電接受模組20 201229948 資料庫30 客服資料31 註冊驗證模組40 密碼驗證模組50 音頻驗證模組60 控制模組70 可攜式電子裝置80 螢幕81 網路90The portable electronic device 8 used by the user when the user performs the registration operation described above. Further generation will occur; (DTMF is sequential, the audio verification mode is correct. The audio sequence is generated by multiple sets of high frequencies and 』^ & generating i_ the invention is not limited thereto. Therefore, when the user When registering, the customer service system will automatically store the audio sequence and phone code or other user information in the database, and then when the user dials the customer service, the customer service "1 confirms the phone number registration. After the input password is correct, the method further determines whether the audio arrangement sequence generated by the user's portable electronic device 80 is the same as the order of the audio recorded before. In the case of the mobile phone, the audio arrangement order is used. The advantage of verifying the identity of the user is that when the user loses or steals the Subscriber Idemity M〇dule (SIM) card of the mobile phone, even if the thief knows the phone number of the original user and the password set by the user, However, because the order of the audios generated by different mobile phones is different, the customer service system 1 can determine the speaker by the verification of the audio verification module 6 Whether the mobile phone used is the previously used mobile phone, so as to ensure the true use of the caller 201229948, step S5. The customer service data is transmitted to the portable electronic device through the Internet. Registered, and the password entered is correct. The portable electronic device used by the user_the audio sequence of the student is the same as the one stored in the '3' store. The control module 70 of the customer service system 1 controls the network module. After working through the Internet 9G, the customer service data 31 is transmitted to the user's portable electronic device 8 for browsing. Note that the customer service data 31 includes an interactive voice back ^ (interactive V〇ice (4) 眶,), the purpose, the user in addition; = in addition to the desired service, you can also use the traditional voice to interact. ° τ, on the Chen, the invention regardless of the purpose, means and work It is to be understood that the invention is not limited to the details of the present invention. The embodiments are intended to limit the scope of the invention. Not later Figure 4 is a schematic diagram of the usage environment of the customer service system of the present invention. Fig. 2 is a schematic diagram of the customer service data of the present invention. Step flow chart of the method. [Main component symbol description] Customer service system 1 Network module 10 Call acceptance module 20 201229948 Database 30 Customer service data 31 Registration verification module 40 Password verification module 50 Audio verification module 60 Control module 70 Portable Electronics 80 Screen 81 Network 90