TWI637331B - Full-time voice interactive reservation method for single representative number - Google Patents

Full-time voice interactive reservation method for single representative number Download PDF

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Publication number
TWI637331B
TWI637331B TW106118197A TW106118197A TWI637331B TW I637331 B TWI637331 B TW I637331B TW 106118197 A TW106118197 A TW 106118197A TW 106118197 A TW106118197 A TW 106118197A TW I637331 B TWI637331 B TW I637331B
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TW
Taiwan
Prior art keywords
job
consumer
voice
data
reservation
Prior art date
Application number
TW106118197A
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Chinese (zh)
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TW201903657A (en
Inventor
楊世忠
蕭維鈞
陳希珍
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精誠資訊股份有限公司
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Publication of TW201903657A publication Critical patent/TW201903657A/en

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Abstract

A single-representation full-time voice interactive reservation method is provided as follows: firstly, a single representative number is connected and a voice data is spoken to perform a request operation; and then a job data is fed back to report the voice in voice. The consumer requests the result of the operation; finally records the operation data in a store database for analysis to form a customer list, and automatically transmits a promotion message to the customer when the customer record is not updated in a cycle time. consumer.

Description

Full-time voice interactive reservation method for single representative number

The invention belongs to the technical field of the customer service system, in particular to a full-time voice interactive reservation method of a single representative number, so as to provide a consumer time-free customer service line through the voice interaction concept of the intelligent robot.

Nowadays, with the development of electronic technology, how to reduce the personnel cost by computer, mechanical equipment or robots to replace or replace manpower, and to improve productivity or service quality, has already been the work of major industries, even the general supply of mass consumers. The food and beverage industry, the two food and beverage services, the transportation industry that provides transportation services, the beauty and hairdressing industry that provides repairing, haircutting and pedicure, and the entertainment industry that provides leisure and amusement are no exception. The reason is that in today's life, there are common online reservation systems such as EZTABLE, such as the electronic ordering system of the tablet ordering app or the automatic voice customer service system. However, taking the online reservation system as an example, it is still difficult to meet the telephone voice reservation requirement of more than 80% by using the network text communication method for reservation work. For example, the online conversational reservation system 1 shown in FIG. 1 is such that one of the flight or hotel reservation webpages 10 is provided with an interface that can be talked to the consumer. When the consumer webpage browses the reservation webpage 10, the input webpage 11 can input the speech or text of the conversational material to communicate with the reservation webpage 10, and the conversational material passes through the servopage of the reservation webpage 10. After the input/output interface 12 is converted into an input text string, a dynamic web page generating program interface 13 transmits the input text string to a conversational device 14. The conversational device 14 parses the syntax and semantics of the input text string, and searches a database 15 to generate a response string or chart, and transmits the program interface 13 and the input/output interface 12 through the dynamic web page generating device. The booking webpage 10, in which the consumer re-enters the conversational material according to the content of the response string or the chart to limit the range of the reservation demand Thereafter, the conversational device 14 again feeds back a new response string or chart, and repeats the online text response to assist the consumer in completing the flight or hotel reservation. Although the online conversational reservation system 1 provides a voice input dialogue query method, the overall system service presentation mode is still mainly text or graphics, and is limited by 3C electronic devices and network usage habits, and some are not. Consumers who often come into contact with computers or mobile phones have practical barriers to use and are difficult to popularize.

In other words, the online voice reservation platform emphasized in the market today is often just a network phone application for communication software. In the end, it is still necessary for the service personnel to conduct the connection and acceptance dialogue. If the service request is excessive, the service personnel are insufficiently manpowered or telephone. Insufficient number of lines, etc., consumers still need to spend a long time waiting to affect service quality and customer satisfaction. In view of this, how to improve the service model of the current reservation system, so that consumers can book each restaurant through a fixed number of delegates at any time, so as to reduce the workload of the food service staff and reduce the overall operating cost. High economic efficiency is the subject of the invention.

In view of the problems of the prior art, the object of the present invention is to provide a full-time voice interactive reservation method for a single representative number, so as to improve service satisfaction while reducing labor cost through active and passive intelligent voice customer service and consumer fee dialogue. degree.

For the purposes of the present invention, the single-representation full-time voice interactive reservation system allows at least one service provider to provide a full-time appointment service to at least one consumer, including an interactive unit and an operating unit. The interactive unit has a single delegate number. The operating unit telecommunications connects the interactive unit and has a row of pin modules and a store database, the marketing module telecommunications connects the store database, when the consumer broadcasts the single representative number and speaks a voice When the data processing is performed, the operating unit feeds back a job data, so that the interactive unit voice returns the job result, and the store database records the job data for the marketing module to analyze the store database. Forming a customer list, the marketing module automatically transmits a promotional message to the consumer when there is no updated data recorded in the customer's order within a period of time.

The request operation is at least a reservation operation, a query operation, a modification operation or a cancellation operation, and the operation unit is provided with a reminder module, and the reminder module telecommunications connection The store database automatically transmits a reminder information to the interactive unit after the scheduled operation in the store database, so that the interactive unit can call the consumer and notify a reservation message by voice. The consumer further confirms the scheduled job, executes the modified job, or executes the canceled job. The marketing module analyzes the store database to form a consumption list, so that the consumer automatically transmits a satisfaction survey message to the consumer within a period after the consumer consumes, or automatically utilizes the interactive unit and the consumer. The call is voiced to investigate consumer satisfaction.

Moreover, the single-representation full-time voice interactive reservation system further includes a customer service unit, and the telecommunication connection is connected to the interaction unit. When the voice data received by the interaction unit is unrecognizable, the interaction unit automatically connects the customer service unit to Let a customer service staff talk to the consumer. When the requested job is the scheduled job, and the operating unit queries the store database to obtain the job data of the reserved amount, the operating unit automatically transmits a suggested reservation data to the interactive unit for voice feedback. The consumer is unable to make an appointment and recommend other appointment options.

According to the method performed by the foregoing system, the single-representation full-time voice interactive reservation method allows at least one service provider to provide a full-time reservation service to at least one consumer, which comprises the following steps: playing a connection and a single representative No. Talks a voice data to perform a request operation; feeds back a job data, returns the customer's request job result by voice; and records the job data in a store database for analysis to form a customer list, When the customer list records no update data within one cycle time, a promotional newsletter is automatically transmitted to the consumer.

The request operation is at least a reservation operation, a query operation, a modification operation or a cancellation operation, and further includes the following steps: automatically checking the scheduled operation in the store database to form a reminder data. Invoking a reservation message by speaking with the consumer, for the consumer to further confirm the reservation job, execute the modification job, or execute the cancellation job.

Moreover, the method for the full-time voice interactive reservation of the single representative number further comprises the following steps: analyzing the store database to form a consumption list, so that a satisfaction survey message is automatically transmitted to the consumer within one cycle after consumption. The consumer, or, automatically talks to the consumer and voice surveys consumer satisfaction. When the voice data is not recognized, the following steps are included: Automatically transfer the connection to a customer service staff to enable the customer service staff to have a conversation with the customer. When the request type is the reserved job, and the job data is an appointment amount, the method further includes the steps of: returning the job data and a suggested appointment data, and returning the voice to the consumer to make an appointment and recommending other appointment options. .

In summary, the present invention is constructed in a communication mode of telecommunications communication, so that the operating unit performs data processing when the interactive unit is triggered by various types of voices, so that the service provider is not open 24 hours a day. In the case of time limit, the consumer is allowed to perform sales, appointment or cancellation of various services to the service provider such as restaurants, salons, cinemas or ticket merchants in various regions through a single single representative number, and Handling of various types of reservation materials, such as modification or inquiry. In other words, the single-representation full-time voice interactive reservation method provides the service provider with a full-channel and one-stop automated consumption experience service, and uses the marketing module to perform a setting structure for big data analysis of related consumption data. It also enables the overall system to have operational assistance functions to meet the needs of the service provider. Furthermore, the support of the customer service unit ensures the quality and stability of the service of the present invention.

Traditional skill

1‧‧‧Online Conversation Booking System

10‧‧ ‧ Reservations page

11‧‧‧ Input device

12‧‧‧Import interface

13‧‧‧Dynamic web page generation program interface

14‧‧‧Dialog device

15‧‧‧Database

this invention

2‧‧‧Single-representative full-time voice interactive reservation system

20‧‧‧Interactive unit

200‧‧‧Communication Module

2000‧‧‧Single Representative

201‧‧‧Dialog Module

2010‧‧‧Operating parameters

2011‧‧‧Information parameters

202‧‧‧ language module

21‧‧‧Store unit

210‧‧‧ storage module

2100‧‧‧Instant stock

2101‧‧‧Update Order

2102‧‧‧Request for instructions

22‧‧‧Operating unit

220‧‧‧Store database

2200‧‧‧ Identification data

2201‧‧‧Inventories

221‧‧‧Processing module

2210‧‧‧Working materials

222‧‧‧ Marketing Module

223‧‧‧Guest module

23‧‧‧Customer unit

230‧‧‧Customer Service

3‧‧‧ Consumers

30‧‧‧Voice data

4‧‧‧Service Provider

S1~S9‧‧‧Steps

Figure 1 is a schematic diagram of a conventional online conversational reservation system.

Figure 2 is a schematic diagram of a system in accordance with an embodiment of the preferred embodiment of the present invention.

Figure 3 is a flow chart of a method of an embodiment of the preferred embodiment of the present invention.

Figure 4 is a schematic diagram of a second embodiment of the preferred embodiment of the present invention.

5A, 5B, and 5C are flowcharts of a method for implementing the second embodiment of the preferred embodiment of the present invention.

Figure 6 is a schematic diagram of a reservation operation of the second embodiment of the preferred embodiment of the present invention.

Figure 7 is a schematic view showing the modification operation of the second embodiment of the preferred embodiment of the present invention.

In order for your review board to have a clear understanding of the contents of the present invention, please follow the instructions below. Please refer to the map.

Please refer to FIG. 2 to FIG. 5 , which are respectively a schematic diagram of a system diagram and a method flowchart of various embodiments of the preferred embodiment of the present invention. As shown, in order to allow at least one service provider 4, such as a hotel home buyer, a beauty salon, or a variety of ticket makers, to provide a full-time smart customer service to at least one consumer 3, the single representative number The full-time voice interactive reservation system 2 can include an interactive unit 20, a store unit 21, an operating unit 22, and a customer service unit 23 for realizing the automatic sales service, the reservation service, the reservation data modification service, and the reservation through the telecommunication voice mode. Cancel service and cancel consumer service, etc., and its operation method can include the following steps S1~S9. The interaction unit 20 can be a smart robot and is connected to the customer service unit 21 and the customer service unit 23, and is provided with a communication module 200, a dialog module 201 and a language module 202. The communication module 200 is provided. There is a single single representative number 2000 and the telecommunications module is connected to the dialog module 201, and the dialog module 201 is telecommunicationally connected to the language module 202. The store unit 21 can be a POS machine (Point Of Sale terminal) or a software package for the service provider 4 installed on any electronic device, and the telecommunication unit is connected to the operation unit 22 and A storage module 210 is provided, and the storage module 210 stores an immediate inventory amount of 2100. The operating unit 22 can be used for at least one cloud server for big data collection and analysis, and has a store database 220, a processing module 221, a row of pin modules 222 and a reminder module 223. The service database 220 is connected to the processing module 221, the marketing module 222 and the reminder module 223, and records the identification data 2200 and the inventory amount 2201 of the service provider 4, and the marketing module can be integrated at least. There are CRM (Customer Relationship Management) functions, big data analysis functions and advertising marketing functions.

First, the single-representative full-time voice interactive reservation system 2 collects the operation information of each service provider 4 in step S1, such as the store name, the store address, the service call, the business hours, the menu, and the inventory quantity of the goods that can be sold. Or the location number of the service may be provided to form the identification data 2200 of the plural type and stored in the store database 220, and the identification data 2200 may include at least the service provided in multiple languages. The full name of the store name, the name of each store name and the name of the store, and the alias of each store name can be a full name abbreviation, homonym or nickname.

In step S2, the single representative number 2000 is provided to the consumer 3, and the store unit 21 is provided to the service provider 4 for filling in and recording the instant stock amount 2100, or editing the operation information to update the identification data. 2200, the instant inventory amount 2100 is the number of inventory items available on the site of the service provider 4 or the amount of service that can be provided. The single representative number 2000 can be integrated into the service provider 4 website, Facebook, Line or other communication program through text, images, pictures or network components, etc., for the consumer 3 to communicate via the Internet or The interactive unit 20 is connected by telecommunications. In step S20, the store unit 21 checks whether the instant inventory amount 2100 has changed at any time. If the instant inventory amount 2100 is changed, then step S21: the store unit 21 forms and transmits an update command 2101 for the operation unit 22 to synchronously update the inventory of the store database 220 corresponding to the immediate inventory amount 2100. 2201, to ensure the accuracy of the sales and bookings by ensuring that the cloud servo data is synchronized with the actual service capabilities of the service site.

When the consumer connects the communication module 200 by broadcasting the single representative number 2000 in a step S3 using a telecommunication device (not shown), such as a wired telephone, a mobile phone, a tablet or a computer, the consumer 3 That is, a dialogue is performed with the dialog module 201, and a voice message 30 is used to perform a request job, and the request job is at least a reservation job, a query job, a modification job, or a cancel job, and the voice material 30 can be It includes the name and contact number of the consumer 3, the date, time, name of the job, the name of the store, the number of demanded services, and special needs.

In step S4, the dialog module 201 receives the voice data 30 and determines whether it can be recognized. If yes, in step S40, the language module 202 further recognizes the language type of the voice data 30 and translates it at a timely time when needed, for the dialog module 201 to perform step S5 to analyze and obtain a job parameter 2010 and plural. The information parameters 2011 are transmitted to the store unit 21, and the store unit 21 forms a request command 2102 using the job parameters 2010 and the information parameters 2011, and transmits the request to the operation unit 22. On the other hand, if the dialog module 201 cannot recognize the received voice data 30, in step S41, the dialog module 201 triggers the communication module 200 to automatically connect the customer service unit 23, so that a customer service staff 230 and the consumer 3 to conduct a dialogue, and the customer service staff 230 can directly query the store database 220 through a customer service interface and immediately serve the consumer 3 Process the request job.

When the operating unit 22 receives the request command 2102 in step S6, the processing module 221 determines the type of the job parameter 2010 and queries the store according to the request command 2102, the job parameter 2010, and the information parameter 2011. The database 220 returns a job data 2210 to the store unit 21, and the store unit 23 successively transmits the job data 2210 and a billing instruction to the interaction unit 20. At this time, the language module 202 recognizes the language type of the job material 2210 in step S60, and translates when necessary, for the dialogue module 201 to perform a dialogue according to the same language as the consumer 3. In step S7, the consumer 3, the scheduled job, the query job, the modified job, or the canceled job request job result is reported, and the interaction unit 20 is triggered by the account instruction to drive the dialog module 201 in step S70. Directing the consumer 3 according to the job data 2210, causing the consumer 3 to perform a billing operation by using the telephone button of the telecommunication device, such as quotation, stored value, payment, payment, prepaid deposit or refund, etc. , complete the request job. At the same time, the inventory amount 2201 of the store database 220 and the instant inventory amount 2100 in the storage module 210 are updated, so that the field service personnel who facilitate the service provider 4 can view the inventory items at any time through the store unit 21. The amount of service provided will ensure that it is not over-sold.

And after the request operation is completed, in step S71, the processing module 221 drives the communication module 200 to actively transmit a confirmation message to the consumer 3 through the store unit 21, so that the consumer 3 can check the reservation again. Whether the job, the query job, the modification job, or the request to cancel the job is correct. For example, as shown in FIG. 6, when the consumer 3 wants to book a restaurant, the voice material 30 includes at least a reservation date, a reservation time, a reservation restaurant name, a store name, a reservation name, and a reservation name. After the reservation, the dialog module 201 can be converted into a system string and then analyzed. Of course, the analysis can be directly analyzed without conversion, that is, the interactive unit. The 20 series accepts the request operation by a pipe such as voice or text. In this way, the job parameter 2010 is the reserved job, and when the job data 2210 is an appointment amount, the processing module 221 automatically uses the inventory amount 2201 to analyze and obtain a suggested reservation data, and transmits the same to the Store unit 21, and the store unit 21 And further transmitting the job data 2210 and the proposed reservation data to the interaction unit 20, so that the conversation module 201 returns the job information of the consumer 3 that the restaurant is full of reservations, and returns the suggested reservation data by voice and recommends the Reservation options for other branches of the restaurant.

As shown in FIG. 7, when the consumer 3 has subscribed to a restaurant but wants to modify the reservation information, for example, when modifying the number of reservations, the reservation date, or the reservation branch, etc., the conversation module 201 can be turned on. The direct statement contains two pieces of information, such as the date of reservation, the time of reservation, the name of the restaurant and the name of the restaurant, the name of the reservation, the reservation, the number of adults and the number of children and the needs of the children's chair. Voice material 30. In this way, the job parameter 2010 is the modification operation, and the processing module 221, after querying the store database 220 and confirming a reservation record, feeds back the reservation record as the job data 2210 to the interaction unit 20, and utilizes The message parameter 2011 of the subsequent voice data updates the reservation record in the store database 220 to release the table of the original reservation time period, and returns the new job data 2210 to the interaction unit 20 to make the dialogue module 201 voice. Report the consumer 3 new one request job results. However, if the consumer 3 does not provide two pieces of data in the voice data 30, the dialog module 201 may report the job data 2210 of the reserved record to the consumer 3 to describe the new voice data 30. The reservation record of the store database 220 is modified by updating the job data with the information parameter 2011 of the new voice data 30. Moreover, when the consumer 3 wants to cancel the reservation of a restaurant, the job parameter 2010 is the cancellation operation, and the processing module 221 confirms the reservation record after querying the store database 220, the process The module 221 deletes the corresponding job data 2210 according to the job parameter 2010 and stops the operation of the reservation record. At the same time, the inventory quantity 2201 and the instant inventory amount 2100 are released by using the reservation record intermediate information parameter 2011.

In step S8, the store database 220 updates the operation information of the service provider 4 and records the voice data 30 corresponding to the service provider 4, the job data 2210, the execution result of the account operation, and related consumption data, and the like. After the big data analysis, the marketing module 222 can form at least one customer list, a plurality of customer group lists, a reservation report, a consumption list, an operation report, an activity result report, a monthly reservation number ranking form, and a The first three months of the regular customer reservation ranking form, a reservation meal number sorting form, a time period booking analysis report, a set The cancellation report, the non-reported list and the blacklist after a reservation are provided for the store unit 21 to browse and download, and the marketing module 222 can automatically transmit one time after the consumer 3 consumes. The satisfaction survey newsletter is sent to the consumer 3, or the interactive unit 20 is automatically used to talk to the consumer 3 to voice survey consumer satisfaction. Moreover, the marketing module 222 periodically checks whether the data in the customer list is updated in step S80. If not, in step S81, a promotional newsletter is automatically transmitted to the consumer to prompt various preferential offers to enhance the consumption experience, thereby avoiding the loss of business opportunities. The customer group list is automatically classified into the consumer 3 according to the average consumption quota, consumption type and consumption frequency of the consumer 3, so that the service provider 4 can use the voice message or graphic according to the demand. The newsletter group transmits an event notification, and the service provider 4 can view the activity result report after the event ends to study the marketing newsletter and the marketing effectiveness of the event notification.

In addition, the reminder module 223 checks the reservation time of each of the reserved jobs in the reservation report in step S82 to find out the scheduled reservation job in the store database 220, and automatically transmits the reservation job through the store unit 21 A reminder data is sent to the interactive unit 20 to cause the dialog module 201 to voicely notify the consumer 3 of the reservation message, and the consumer 3 further confirms the reservation job, executes the modification job, or executes the cancellation job. In step S9, the processing module 221 can use the store database 220 to calculate the number of connections and the dialogue time of the interactive unit 20 corresponding to the service provider 4, the number of completions of the requested job, and the number of executions of the account job. And a service fee list such as the reservation message, the confirmation message, the number of transmissions of the newsletter, etc., and a service fee list is transmitted to the store unit 21 to notify the service provider 4 and to perform the system service fee. Work.

In this embodiment, the workload of the service provider of the service provider 4 is reduced by the intelligent dialogue of the interactive unit 20, the support of the customer service unit 23, and the function of actively dialing a call or sending a short message with the reminder module 223. The labor cost is reduced, so that the service provider 4 can concentrate on serving the on-site customers and improve the service quality. Moreover, the service provider 4 can improve the marketing accuracy by analyzing various forms of the marketing module 222, and can also separately formulate different services for the consumer 3 with different attributes such as a customer, a top customer or a blacklist customer. Content, such as black names For a single customer to make a service reservation, a deposit must be charged first, a top customer can enjoy a discount when making a service reservation, or a satisfaction survey can be further performed when a customer cancels the service.

The above description is only illustrative of preferred embodiments and not limiting. Any equivalent modifications or alterations to the spirit and scope of the invention are intended to be included in the scope of the appended claims.

Claims (5)

  1. A single-representation full-time voice interactive reservation method, which allows at least one service provider to provide a full-time reservation service to at least one consumer, which comprises the following steps: broadcasting a single representative number and speaking a voice data. Performing a request operation; feeding back a job data, and returning the result of the job request by the consumer by voice; and recording the job data in a store database for analysis to form a customer list, and recording the customer form in the customer list When there is no update data during the cycle time, a promotional newsletter is automatically sent to the consumer.
  2. The full-time voice interactive reservation method of the single representative number described in claim 1, wherein the requested operation is at least one scheduled job, one query job, one modified job or one cancellation job, and further includes the following steps: Automatically inspecting the scheduled job in the store database to form a reminder data to notify the consumer to voice a notification message for the consumer to further confirm the appointment job, execute the modification job or execute This cancels the job.
  3. The full-time voice interactive reservation method of the single representative number described in claim 2 of the patent application further includes the following steps: analyzing the store database to form a consumption list, so that the consumer spends one cycle after consumption Automatically transmit a satisfaction survey newsletter to the consumer, or automatically talk to the consumer and voice survey consumer satisfaction.
  4. The full-time voice interactive reservation method of the single representative number described in claim 3, wherein when the voice data is unrecognizable, the following steps are further included: automatically transferring the connection to a customer service personnel, so that the customer service The person has a conversation with the consumer.
  5. The full-time voice interactive reservation method of the single representative number described in claim 4, wherein when the request type is the reserved job, and the job data is an appointment amount, the method further includes the following steps: Job information and a suggested appointment data, in return for the voice of the consumer Book and recommend other appointment options.
TW106118197A 2017-06-02 2017-06-02 Full-time voice interactive reservation method for single representative number TWI637331B (en)

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Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20010047264A1 (en) * 2000-02-14 2001-11-29 Brian Roundtree Automated reservation and appointment system using interactive voice recognition
US7103371B1 (en) * 2003-10-22 2006-09-05 Itt Manufacturing Enterprises, Inc. Method and apparatus for dynamic voice reservation within wireless networks
TW200931943A (en) * 2008-01-03 2009-07-16 Mitac Int Corp Real-time voice reservation system and method
CN101951408A (en) * 2010-09-29 2011-01-19 北京四维三合信息技术有限公司 Restaurant management system and method based on full reservation

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20010047264A1 (en) * 2000-02-14 2001-11-29 Brian Roundtree Automated reservation and appointment system using interactive voice recognition
US7103371B1 (en) * 2003-10-22 2006-09-05 Itt Manufacturing Enterprises, Inc. Method and apparatus for dynamic voice reservation within wireless networks
TW200931943A (en) * 2008-01-03 2009-07-16 Mitac Int Corp Real-time voice reservation system and method
CN101951408A (en) * 2010-09-29 2011-01-19 北京四维三合信息技术有限公司 Restaurant management system and method based on full reservation

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