TWI829277B - Security customer service system and method thereof - Google Patents

Abstract

A security customer service system and method thereof are provided in this disclosure. The security customer service method includes receiving a telephone call from a terminal device to establish a call connection; obtaining at least one voice signal through the call connection; semantically analyzing the at least one voice signal to generate a cognitive message, wherein the cognitive message includes customer information and service demand information; and executing a corresponding security service procedure of a plurality of security service procedures according to the service demand information. The plurality of security service procedures include a security enable procedure and a security disable procedure. The security enable procedure sets a security status of a security system corresponding to the customer information to an active status through the internet. The security disable procedure sets the security status of the security system corresponding to the customer information to a deactivate status through the internet.

Description

Securing customer service system and method thereof

The present invention relates to a voice customer service technology, and in particular to a security customer service system and a method thereof.

Customer service (customer service) systems can be used in many industries and can be implemented through telephone voice and online instant messaging. Users (such as customers) interact with real people through the customer service system. In this way, the customer service system that can interact with real people (hereinafter referred to as the real person customer service system) can provide users with query information and troubleshooting. However, the labor cost of the live customer service system is high. The information and troubleshooting that users want to obtain through the live customer service system are generally routine (i.e., routine question inquiries and answers), and these routine question inquiries and answers It does not have to be solved through real-person interaction.

In view of the above, the present invention provides a security customer service system and a method thereof. The security customer service system includes an Internet telephone switchboard and a customer service host. The Internet telephone switchboard receives an incoming call from a terminal device and establishes a call connection. The customer service host has multiple security service programs and communicates with the Internet telephone switchboard. The Internet telephone switchboard transfers the call connection to the customer service host, so that the customer service host obtains at least one voice signal through the call connection. The customer service host performs semantic analysis on at least one voice signal to generate a cognitive message. Cognitive information includes a customer information and a service demand information. The customer service host executes corresponding security services based on service demand information. service procedures. The security service procedures include a security setting procedure and a security release procedure. The security setting program sets a security status of a security system corresponding to the customer information to an enabled status via the network. The security release procedure sets the security status of the security system corresponding to the customer information to a released state via the Internet.

The customer service protection method includes receiving an incoming call from a terminal device to establish a call connection; obtaining at least one voice signal through the call connection; performing semantic analysis on the at least one voice signal to generate a cognitive message, wherein the cognitive message includes a customer information and a service demand information; and execute a corresponding preservation service procedure among a plurality of preservation service procedures according to the service demand information. The security service procedures include a security setting procedure and a security release procedure. The security setting program sets a security status of a security system corresponding to the customer information to an enabled status via the network. The security release procedure sets the security status of the security system corresponding to the customer information to a released state via the Internet.

In summary, according to the embodiments of the present invention, routine question inquiries and answers related to security can be solved without the need for real people, thereby reducing costs.

10: Maintain customer service system

11:Internet telephone switchboard

13:Customer service host

15: Physical phone

17:Virtual phone

18:Control device

20:Terminal device

22: Semantic analysis server

S201~S207: steps

S301~S309: steps

S401~S411: steps

S501~S515: steps

S601~S621: steps

[Fig. 1] is a block diagram of a security customer service system according to some embodiments of the present invention.

[Fig. 2] is a flow chart of a customer service method for preserving customers according to some embodiments of the present invention.

[Fig. 3] is a block diagram of a security customer service system according to some embodiments of the present invention.

[Fig. 4] is a flow chart of a customer service method for security according to some embodiments of the present invention.

[Fig. 5] is a flow chart of the first embodiment of the security customer service method of the present invention after the security setting program is executed.

[Fig. 6] is a flow chart of the second implementation of the security customer service method of the present invention after the security setting program is executed.

Referring to FIG. 1 , which is a block diagram of a security customer service system 10 according to some embodiments of the present invention. The security customer service system 10 includes an Internet telephone switchboard 11 and a customer service host 13 . The customer service host 13 is connected to the Internet telephone switchboard 11 for communication. In some embodiments, the Internet telephone switchboard 11 includes a proxy server (Proxy server) using Session Initiation Protocol (SIP) to provide functions such as establishing calls and transferring calls. The customer service host 13 can be implemented by a server (such as Genesys SIP server and FreeSwitch SIP server). The aforementioned preservation customer service system 10 is used to execute the preservation customer service method of the present invention.

Refer to Figure 1 and Figure 2. FIG. 2 is a flow chart of a customer service method according to some embodiments of the present invention. First, the Internet telephone switchboard 11 receives an incoming call from a terminal device 20 to establish a call connection (step S201 ), and transfers the call connection to the customer service host 13 . Next, the customer service host 13 obtains at least one voice signal (hereinafter referred to as the answer signal) from the terminal device 20 through the call connection using a voice question and answer method (step S203), and performs semantic analysis on the answer signal to generate cognitive information (step S205) . Cognitive information includes customer information and service demand information. In some embodiments, the cognitive message also includes auxiliary information. In some embodiments, semantic analysis may include performing speech recognition processing and natural language processing on the answer signal, and performing speech-to-text processing on the processing results to generate cognitive information. In some embodiments, Semantic analysis can be combined with artificial intelligence processing to improve the accuracy of analysis results.

Referring to FIG. 3 , which is a block diagram of a security customer service system 10 according to some embodiments of the present invention. In some embodiments, semantic analysis can be implemented through a built-in processing module of the customer service host 13, but the present invention is not limited thereto. As shown in FIG. 3 , semantic analysis can be implemented through the customer service host 13 and the semantic analysis server 22 external to the security customer service system 10 . The semantic analysis server 22 may be a cloud server with a natural language cognitive engine, a speech-to-text module, and an artificial intelligence module. For example, the customer service host 13 transmits the answer signal to the semantic analysis server 22 via the network. The semantic analysis server 22 performs semantic analysis on the answer signal and generates semantic analysis results. The customer service host 13 integrates and categorizes the semantic analysis results. Then generate cognitive information (for example, classify the first part of the data in the semantic analysis results as customer information, classify the second part of the data in the semantic analysis results as service demand information, and classify the third part of the data in the semantic analysis results as category is auxiliary information).

Refer to Figure 4, which is a flow chart of a customer service method for security according to some embodiments of the present invention. The aforementioned steps S203 to S205 will be described in detail later. For example, after the call connection is transferred to the customer service host 13, the customer service host 13 generates at least one audio signal (hereinafter referred to as the identity inquiry signal) for querying customer information, and outputs it to the terminal device 20 through the call connection. . The identity inquiry signal is, for example, an audio signal with a voice content of "please state the security number" or an audio signal with a voice content of "please state the address of the security system to be set". After the terminal device 20 receives the identity inquiry signal, the user (such as a customer) responds through the terminal device 20 so that the terminal device 20 outputs a corresponding answer signal through the call connection (hereinafter referred to as the answer signal corresponding to the identity inquiry signal). The first answer signal) is sent to the customer service host 13. The first answer signal is, for example, voice content with "The security number is XXXXXX" A voice signal or a voice signal with the voice content "The address of the security system to be set is XX Building, No. XX Lane, XX Street, XX District, XX City, XX City".

In an exemplary example, after an identity inquiry signal is output to the terminal device 20 and the customer service host 13 receives the corresponding first answer signal, the customer service host 13 begins to output another identity inquiry signal to the terminal device 20 to obtain the information from the terminal device. 20 receives another corresponding first reply signal. That is to say, different identity inquiry signals may be output to the terminal device 20 at different times, but the present invention is not limited thereto. Different identity inquiry signals may be integrated into a single identity inquiry signal and then output to the terminal device 20. So that different identity inquiry signals can be output to the terminal device 20 at the same time. Here, the single-identity query signal may be an audio signal with a voice content of "Please state the security number and the address of the security system to be set."

After receiving the first reply signal, the customer service host 13 performs semantic analysis on the first reply signal to obtain customer information (for example, the security number and the address of the security system to be set (hereinafter referred to as the customer address)). In an example, the customer service host 13 may perform semantic analysis on the first answer signals after all the first answer signals are received. In another example, the customer service host 13 may perform semantic analysis on the received first answer signal each time it receives the first answer signal.

In some embodiments, customer service host 13 has a database. The database can be implemented by storage media such as traditional hard drives, solid-state drives, flash memories, and optical discs. The database stores the user's pre-registered identity information. After obtaining the customer information, the customer service host 13 can search whether there is corresponding identity information in the database based on the customer information (step S401). If the corresponding identity information is not found, it means that the user's identity verification fails, and the customer service host 13 cuts off the call connection to end the call. If the identity information corresponding to the customer information is found, message, it means that the user's identity verification has been passed and subsequent steps will be performed. In some embodiments, in addition to the security number and customer address corresponding to the customer information, the identity information may also include other information, such as user name, contact email, etc. Therefore, the customer service host 13 can also insert data in the identity information that is different from the current customer information into the customer information to perform subsequent steps.

After obtaining customer information or identity verification, the customer service host 13 generates at least one audio signal (hereinafter referred to as a service inquiry signal) with inquiry service requirement information, and outputs it to the terminal device 20 through the call connection. The service inquiry signal is, for example, an audio signal having the voice content of "Please state the security service you want to perform." After the terminal device 20 receives the service inquiry signal, the user responds through the terminal device 20 so that the terminal device 20 outputs a corresponding answer signal through the call connection (hereinafter, the answer signal corresponding to the service inquiry signal is referred to as the second answer signal ) to customer service host 13. The second answer signal is, for example, a voice signal with the voice content of "activate the security system", a voice signal with the voice content of "release the security system", or a voice signal with the voice content of "temporarily suspend and prohibit the release of the security system for a certain period of time" signal, a voice signal with the voice content of "delaying the activation of the security system for a certain period of time", a voice signal with the voice content of "querying the security status of the security system", or a voice signal with the voice content of "querying the progress of dispatched personnel" voice signal. Similar to the identity inquiry signal, different service inquiry signals may be output to the terminal device 20 at different times or at the same time.

After receiving the second reply signal, the customer service host 13 performs semantic analysis on the second reply signal to obtain service demand information (for example, the first service demand information indicating "activate the security system", the second service demand information indicating "disable the security system" Service demand information, third service demand information indicating "temporarily suspending and prohibiting the removal of the security system", indicating "delaying the start of security system" system", the fifth service demand information indicating "querying the security status of the security system", or the sixth service demand information indicating "querying the progress of dispatched personnel") (step S403), that's it Identify the service intent required by users. Similar to the first answer signal, the customer service host 13 may perform semantic analysis on the received second answer signal after all the second answer signals are received or each time the second answer signal is received.

In some embodiments, the step of obtaining service requirement information may be performed first, and then the step of obtaining customer information or identity verification may be performed. That is to say, the order of step S401 and step S403 can be reversed.

Refer to Figures 2 and 4. The customer service host 13 has multiple security service programs. After obtaining the service demand information, the customer service host 13 executes the corresponding security service program according to the service demand information (step S207), and performs a case filing action. The case filing action is, for example, the customer service host 13 creates a new field in the case tracking list of its database, generates a case number and a case status with the first status (such as "new case") to fill in the new field. , and store the case number in the register of the customer service host 13. The security service program includes a security setting program (step S405_1) and a security release program (step S405_2). In some embodiments, the security service program also includes a security status query program (step S405_3), a dispatch progress query program (step S405_4), a temporary ban setting program (step S405_5), and an extension setting program (step S405_6). and a dispatching personnel program (step S409_1). For example, the database of the customer service host 13 stores a comparison table (as shown in Table 1). When obtaining the first service requirement information, the customer service host 13 searches the comparison table according to the first service requirement information to select and execute the security service program (ie, security setting program) corresponding to the first service requirement information. Similarly, after obtaining the second service demand information (or the third service demand information, or the third When the fourth service demand information, or the fifth service demand information, or the sixth service demand information), the customer service host 13 based on the second service demand information (or the third service demand information, or the fourth service demand information, or the fifth service demand information, or the sixth service demand information) lookup table to select and execute the second service demand information (or the third service demand information, or the fourth service demand information, or the fifth service demand information, or the sixth service demand information) ) corresponding preservation service procedure (i.e. preservation release procedure) (or temporary prohibition setting procedure, extension setting procedure, preservation status inquiry procedure, or dispatch progress inquiry procedure).

In some embodiments, after a certain security service procedure (such as step S405_1, step S405_2, step S405_3, step S405_4, step S405_5 and step S405_6) is executed, the customer service host 13 can also communicate with the terminal device 20 through a call connection. The users conduct multiple rounds of voice questions and answers to obtain auxiliary information required for executing the security service program (step S407). For example, the customer service host 13 generates at least one audio signal with query auxiliary information (hereinafter referred to as the auxiliary query signal), and outputs it to the terminal device 20 through the call connection. Similar to the identity inquiry signal, different auxiliary inquiry signals may be output to the terminal device 20 at different times or at the same time. The auxiliary inquiry signal is received at the terminal device 20 Afterwards, the user responds through the terminal device 20 so that the terminal device 20 outputs a corresponding answer signal (hereinafter referred to as the third answer signal corresponding to the answer signal corresponding to the auxiliary inquiry signal) to the customer service host 13 through the call connection. After receiving the third answer signal, the customer service host 13 performs semantic analysis on the third answer signal to obtain auxiliary information. Similar to the first answer signal, the customer service host 13 may perform semantic analysis on the received third answer signal after all the third answer signals are received or each time the third answer signal is received.

Then, the customer service host 13 can execute corresponding subsequent steps according to the services to be provided by the executed preservation service program based on the customer information, service demand information, auxiliary information and the case number in the temporary register. That is to say, at least one of a plurality of work procedures such as dispatching personnel (step S409_1), sending service completion notification (step S409_2), archiving case forms (step S409_3), and result tracking (step S409_4) (described later) , and perform the case closing action (step S411). The case closing action is, for example, the customer service host 13 obtains the case number from the temporary register, and changes the corresponding case status in the case tracking list to the second status (such as "Closed") based on the case number.

Referring again to FIG. 3 , in some embodiments, the security customer service system 10 can also provide a real-person service function. For example, the security customer service system 10 also includes a physical phone 15 (such as a local phone or an Internet phone) and an electronic device (such as a computer) that executes software with network virtual phone functions (hereinafter referred to as the virtual phone 17). In some embodiments, when the service demand information or auxiliary information obtained by the customer service host 13 indicates "transfer to live customer service", the customer service host 13 transfers the call connection to the physical phone 15 or the virtual phone 17, so as to This allows customer service personnel to respond to users (such as customers) through the physical phone 15 or the virtual phone 17, thereby providing real-person services.

In some embodiments, after the security setting procedure, the security lifting procedure, the temporary prohibition setting procedure, the extension setting procedure, the preservation status inquiry procedure, the dispatch progress inquiry procedure, or the multi-round dialogue response processing are executed, the customer service host 13 can switch to Disconnect the call to end the call. In some embodiments, before cutting off the line, the customer service host 13 may generate an audio signal with thank you information (hereinafter referred to as a thank you signal) and output it to the terminal device 20 via the call connection. The thank you signal is, for example, an audio signal with the audio content of "Thank you for the call."

In some embodiments, the security setting procedure is for the customer service host 13 to set a security status of a security system corresponding to customer information to an enabled state via the network. In some embodiments, the security system includes a security host and multiple security devices (such as access control devices, alarm devices, monitoring devices, etc.) connected to the security host. In some embodiments, as shown in FIG. 3 , the security customer service system 10 further includes a management device 18 . The control device 18 can be implemented by a computer. In some embodiments, the management device 18 and the virtual phone 17 can be integrated into a single electronic device. The control device 18 is communicatively connected to the customer service host 13, and the control device 18 communicates with the security host through the network. The control device 18 is used to receive alarms from the security system (such as security alarms and security release alarms) and manage the security status of the security system. The control device 18 is described here. For example, when the control device 18 receives an alarm from the security system, the control device 18 responds to the alarm of the security system and generates an alarm notification. Through the alarm notification, the customer service staff can know that the security system may In an abnormal situation, corresponding solutions must be taken.

Referring to FIG. 5 , it is a flow chart of the first embodiment of the security customer service method of the present invention after the security setting program is executed (step S405_1). In some embodiments, when the security setting program is executed, the customer service host 13 performs a filing action (step S501). Then, the customer service host 13 performs a registration operation according to the security number of the customer information (wherein different security numbers are used to According to the security host of different security systems), a setting signal is sent to the control device 18, so that the control device 18 responds to the setting signal and sends a first operation command to the corresponding security host, thereby setting the security status of the security host of the security system to Enabled state (step S503). In the enabled state, if the client (i.e., the client address in the client information) is subject to an intrusion, the security system will send a security alert to the user's terminal device 20 or/and the control device 18 via the network; or The siren sounds a security alert. On the contrary, in the released state, the security system will not detect intrusions and issue security alarms.

Next, the customer service host 13 obtains the security status of the security system corresponding to the customer information through the control device 18, and determines whether the obtained security status is changed to the enabled state (step S505, which is the aforementioned step S409_4). If the obtained security status is changed to the activated status after the control device 18 is set (step S503), it means that the security system is successfully activated. The customer service host 13 communicates with the terminal device 20 via the network, and the customer service host 13 can send a service completion notification to the terminal device 20 via the network (step S507, also the aforementioned step S409_2) to remind the user that the security service has been executed. Finish. Then, the customer service host 13 can also create a case form in the database, fill in the relevant information of this preservation service in the case form (step S509, that is, the aforementioned step S409_3), and perform the case closing action. For example, the customer service host 13 obtains the case number from the register, and adds the case number, customer information, the call number corresponding to the current call connection (which can be obtained through the Internet telephone switchboard 11), the first service demand information and the auxiliary information. Fill in the case form in text form. In some embodiments, the order of step S507 and step S509 can be reversed or executed synchronously.

If the security status of the security system remains in the released state after the control device 18 is set (step S503), it means that the security system has not been successfully activated. At this time, the customer service host 13. Execute the dispatching and recruitment process to dispatch security personnel to the client to set the security status of the security system to the enabled state based on the customer information (step S511, which is the aforementioned step S409_1). Specifically, the customer service host 13 communicates with the electronic device of the security personnel through the network. The customer service host 13 sends an dispatch signal to the electronic device of the security personnel, and the dispatch signal can be embedded with customer information. In this way, the electronic device of the security personnel can notify the security personnel to go to the client according to the dispatch signal to set the security status of the security system to the active state on site.

In some embodiments, the timer of the customer service host 13 can accumulate a departure time after sending the dispatch signal. When the departure time is greater than a threshold, the customer service host 13 generates a security personnel dispatch message and transmits it to the terminal device 20 via the network (step S513). For example, the customer service host 13 obtains positioning coordinates (such as GPS (Global Positioning System) coordinates) from the security personnel's electronic device via the Internet, and inputs the positioning coordinates and the customer address in the customer information into the built-in map engine or Secure the map engine (such as Google Map) external to the customer service system to obtain the distance data between the customer address and positioning coordinates and the estimated arrival time in the customer information. The customer service host 13 can use the distance data and estimated arrival time as dispatch information and transmit it to the terminal device 20 via the network. In this way, the user of the terminal device 20 can track the location and arrival time of the security personnel when the security personnel are late.

After the dispatcher program is executed, the customer service host 13 obtains the security status of the security system corresponding to the customer information through the control device 18, and determines whether the obtained security status is changed to the enabled state (step S515, which is the aforementioned step S409_4). If the security status of the security system is changed to the enabled state, it means that the security personnel have arrived at the client and the security system has been successfully enabled. At this time, steps S507 to S509 can be continued. If the security system If the security status is still released, it means that the security personnel have not arrived at the client and the security system has not been successfully activated. At this time, step S515 is repeatedly executed.

Referring to FIG. 6 , it is a flow chart of the second implementation of the security customer service method after the security setting program is executed (step S405_1) of the present invention. Steps S601 to S609 and steps S617 to S621 are the same as steps S501 to S509 and steps S511 to S515, so they will not be repeated here.

The difference from the first embodiment is that in the second embodiment, if the security status of the security system remains in the released state after the control device 18 is set (step S603), it means that the security system has not been successfully activated. At this time, the customer service host 13 generates an activation failure notification and sends the activation failure notification to the terminal device 20 (step S611). In this way, when the user receives the activation failure notification through the terminal device 20, he can decide to check the client image of the security host and security equipment of the security system through the terminal device 20, issue an dispatch command, issue a self-care command, or make an incoming call. indicated action. The dispatch command has dispatch information (for example, information indicating "dispatching personnel"). The customer service host 13 determines whether a dispatch message or an automatic instruction is obtained (step S613). When the customer service host 13 obtains the dispatching instruction or the first incoming call instruction from the terminal device 20 and analyzes the dispatching instruction or the first incoming call instruction to obtain the dispatching message, the customer service host 13 can respond to the dispatching message and execute step S617 and subsequent steps. . When the customer service host 13 obtains the self-care instruction from the terminal device 20, the customer service host 13 responds to the self-care instruction and performs a case closing action (step S615).

The operation of the first incoming call indication is explained here. The first incoming call indication action may be performed in conjunction with step S407. In the first example, in the situation where the customer service host 13 has not cut off the call connection, the customer service host 13 can obtain the indication "Transfer to real person" in step S407. Customer Service" auxiliary information. At this time, the call connection is transferred to the physical phone 15 or the virtual phone 17 for responses between the customer service staff and the user (eg, customer). When the customer service staff obtains the dispatch message during the response process, the customer service staff can input the dispatch message into the control device 18 through an input device (such as a mouse or keyboard, etc.), and the customer service host 13 can obtain the dispatch message through the control device 18 to execute the steps. S617 and subsequent steps. In the second example, the customer service host 13 can directly obtain the auxiliary information including the dispatch message in step S407. At this time, the customer service host 13 analyzes the auxiliary information to obtain the activation message to execute step S617 and subsequent steps. In the third example, when the customer service host 13 has cut off the call connection, the user can make a new call through the terminal device 20 so that the Internet telephone switchboard 11 can establish a new call connection. The customer service host can The action in the aforementioned first example or the action in the aforementioned second example is performed through the new call connection.

In some embodiments of step S619, in addition to determining whether the departure time is greater than the threshold as a trigger condition for generating a dispatch message, the customer service host 13 may also determine whether a urging message is received as a trigger condition for generating a dispatch message. For example, when the customer service host 13 obtains the second incoming call indication from the terminal device 20 and analyzes the urging message (for example, information indicating "urge to dispatch personnel") from the second incoming call indication, the customer service host 13 can respond to the urging message to generate Dispatch message. The difference between the second incoming call indication and the first incoming call indication is that the second incoming call indication has a reminder message, while the first incoming call indication has an dispatch message, so the details will not be repeated. In some embodiments, the first incoming call indication and the second incoming call indication may use different call connections. For example, the first incoming call indication refers to the indication contained in the first call made by the user through the terminal device 20, and The second incoming call instruction refers to the instruction contained in the second call made by the user through the terminal device 20 . However, the present invention is not limited thereto. The first incoming call indication and the second Incoming call indication can be on the same call connection.

In some embodiments, the security release procedure is that the customer service host 13 sets the security status of the security system corresponding to the customer information to the release state via the network. For example, the customer service host 13 sends a deconfiguration signal to the control device 18 based on the security number in the customer information, so that the control device 18 responds to the deconfiguration signal and sends a second operation command to the corresponding security host, thereby changing the security system. The security status of the security host is set to the released state. In this way, employees working at the client can freely enter and exit the client without triggering a security alarm.

In some embodiments, after the security release program is executed, the customer service host 13 also determines whether the security state of the set security system is changed to the release state (the aforementioned step S409_4). If the obtained preservation status is changed to the released state, it means that the preservation system has been successfully released. At this time, the customer service host 13 can send a service completion notification to the terminal device 20 via the network (the aforementioned step S409_2) to remind the user that the security service has been completed. Then, the customer service host 13 can also create a case form in the database, fill in the relevant information of this preservation service in the case form (the aforementioned step S409_3), and perform the case closing action. For example, the customer service host 13 obtains the case number from the register, and fills the case number, customer information, call number corresponding to the current call connection, second service demand information and auxiliary information into the case form in text form.

In some embodiments, the security status query program is that the customer service host 13 queries the security status of the security system, and outputs the security status to the terminal device 20 in voice form via the call connection. In some embodiments, the database of the customer service host 13 may store the security status of different security systems at each point in the past, and associate it with the corresponding security number. In other embodiments, the customer service host 13 can obtain its data from different security systems through the control device 18 The current security status is stored in the database and associated with the corresponding security number. For example, after executing the preservation status query program, if the auxiliary information indicating "query the current preservation status" is obtained in step S407, the customer service host 13 obtains the current status of the corresponding preservation system from the database based on the customer information. or obtain its current security status from the corresponding security system via the control device 18 . To take another example, after executing the preservation status query program, if the auxiliary information indicating "querying the preservation status at a certain point in the past" is obtained in step S407, the customer service host 13 obtains the corresponding information from the database based on the customer information. The preservation status of the security system at a certain point in time (for example, 10 a.m. last Friday). Then, the customer service host 13 converts the obtained preservation status (such as the current preservation status or the preservation status at a certain point in the past) into a signal in the form of a voice (for example, an audio signal with the sound content of "the current preservation status is the enabled state" , an audio signal with the sound content of "the current preservation status is the released state", an audio signal with the sound content of "the preservation status at a certain point in the past is the enabled state", or an audio signal with "the preservation status at a certain point in the past is the enabled state" "Release state" audio content of the audio signal), and output to the terminal device 20 through the call connection. In this way, the user of the terminal device 20 can know the security status of the client's security system.

In some embodiments, after the preservation status query program is executed, the customer service host 13 can send a service completion notification to the terminal device 20 via the network (the aforementioned step S409_2) to remind the user that the preservation service has been completed. Then, the customer service host 13 can also create a case form in the database, fill in the relevant information of this preservation service in the case form (the aforementioned step S409_3), and perform the case closing action. For example, the customer service host 13 obtains the case number from the register, and fills the case number, customer information, call number corresponding to the current call connection, fifth service demand information and auxiliary information into the case in text form form.

In some embodiments, the dispatch progress query program is that the customer service host 13 queries the dispatch information of the security personnel, and outputs the dispatch information in voice form to the terminal device 20 through the call connection. For example, the dispatch message may include distance information and estimated time of arrival, and the customer service host 13 may convert the dispatch message into a signal in the form of a voice (for example, a voice content with "XX kilometers away from the destination and expected to arrive at the destination in XX minutes" audio signal) and output to the terminal device 20 via the call connection. In this way, the user of the terminal device 20 can learn the dispatch information of the security personnel. Here, since the specific method of obtaining the dispatch message has been explained above, the details will not be repeated.

In some embodiments, after the dispatch progress query program is executed, the customer service host 13 may send a service completion notification to the terminal device 20 via the network (the aforementioned step S409_2) to remind the user that the security service has been completed. Then, the customer service host 13 can also create a case form in the database, fill in the relevant information of this preservation service in the case form (the aforementioned step S409_3), and perform the case closing action. For example, the customer service host 13 obtains the case number from the register, and fills the case number, customer information, call number corresponding to the current call connection, sixth service requirement information and auxiliary information into the case form in text form.

In some embodiments, the security host of the security system is configured with a prohibition release period. During the prohibited release period, the security host responds that the security status is released and issues a security release alarm. For example, assume that the ban lifting period is a time period during which employees are prohibited from entering or exiting a client (such as a warehouse). Through the setting of the prohibited lifting period, when an employee enters or exits the client during the prohibited lifting period, the security system will send a security lifting alarm signal to the user via the network. The user's (for example, the boss's) terminal device 20 and/or the control device 18 may issue a security clearance alarm using an alarm. In this way, employees can be prevented from entering and exiting the client at inappropriate times.

In some embodiments, the temporary ban removal setting procedure is for the customer service host 13 to timely cancel the ban removal period. For example, if the user of the terminal device 20 (such as the boss) needs to pick up goods from the client (such as a warehouse) between "10:00 pm to 11:00 pm" and "10:00 pm to 11:00 pm" is within the prohibition lifting period, the period of "10:00 pm to 11:00 pm" (that is, the period of timely cancellation, hereinafter referred to as the temporary cancellation period) can be removed from the prohibition lifting period through the temporary ban lifting setting procedure. removed once. Specifically, after the temporary prohibition and unlocking setting procedure is executed, the customer service host 13 obtains the temporary cancellation period (that is, the period for which the security system is temporarily suspended and prohibited from unlocking) from the auxiliary information in step S407. Based on the customer information, the customer service host 13 sends a third operation command to the corresponding security system via the control device 18 to remove the temporary cancellation period from the prohibition lifting period. The security host of the security system will restore the temporary cancellation period to the prohibition lifting period after "11:00 pm" (that is, the temporary cancellation period). In other words, on the next day, the ban lifting period still includes "10:00 pm to 11:00 pm". In this way, the security clearance alarm can be avoided from being triggered unnecessarily.

In some embodiments, after the temporary ban release setting procedure is executed, the customer service host 13 tracks through the control device 18 whether the ban release period of the security host of the security system has removed the temporary cancellation period (the aforementioned step S409_4). If the temporary cancellation period has been removed from the prohibition lifting period of the security host, the customer service host 13 can send a service completion notification to the terminal device 20 via the network (the aforementioned step S409_2) to remind the user that the security service has been completed. Then, the customer service host 13 can also create a case form in the database, and fill in the relevant information of this preservation service in the case form (the aforementioned step S409_3), and Carry out closing actions. For example, the customer service host 13 obtains the case number from the register, and fills the case number, customer information, call number corresponding to the current call connection, third service demand information and auxiliary information into the case form in text form.

In some embodiments, the security host of the security system is configured with an unset reminder period. The security host of the security system sends an unset reminder in response to the fact that the security status is in the released state when the reminder period is not set. For example, assume that the unset reminder period is the time when the security status of the security system of the client (eg, office) should be set to the enabled state. In an application example, the unset reminder period may be the period during which access control should be enabled after employees get off work (such as 6:00 pm). Through the setting of the unset reminder period, when the reminder period is not set and the security status is still released, the security system can send an unset reminder to the terminal device 20 or/and the control device 18 of the user (such as the boss) via the network. . In this way, when the user learns from the terminal device 20 or the customer service staff from the control device 18 that the reminder is not set, the user can operate the security system to set the security status of the security system to the enabled status.

In some embodiments, the extension setting procedure is that the customer service host 13 postpones the unset reminder period. For example, if an employee needs to work overtime for 1 hour, the unset reminder period can be postponed to a certain period of time (hereinafter referred to as the postponed period, for example, 1 hour) through the extension setting procedure. Specifically, after the extension setting program is executed, the customer service host 13 obtains the delay period from the auxiliary information in step S407. The customer service host 13 sends a fourth operation command to the corresponding security system through the control device 18 according to the customer information, so as to postpone the unset reminder period according to the postponement period. In this way, unset reminders can be avoided from being triggered unnecessarily.

In some embodiments, after the extension setting procedure is executed, the customer service host 13 tracks through the control device 18 whether the unset reminder period of the security host of the security system has expired. is delayed (the aforementioned step S409_4). If the reminder period has not been set and has been postponed, the customer service host 13 can send a service completion notification to the terminal device 20 via the network (the aforementioned step S409_2) to remind the user that the security service has been completed. Then, the customer service host 13 can also create a case form in the database, fill in the relevant information of this preservation service in the case form (the aforementioned step S409_3), and perform the case closing action. For example, the customer service host 13 obtains the case number from the register, and fills the case number, customer information, call number corresponding to the current call connection, fourth service requirement information and auxiliary information into the case form in text form.

In some embodiments, the database of the customer service host 13 stores a problem data set and a satisfaction form generated based on the case form. In some embodiments, after the customer service host 13 cuts off the call connection for a certain period of time (such as a few days), the customer service host 13 makes a call through the Internet telephone switchboard 11 according to the call number recorded in the case form. The terminal device 20 establishes a new call connection. The customer service host 13 generates at least one audio signal (hereinafter referred to as a survey signal) with inquiring service quality based on the question data set, and outputs it to the terminal device 20 through a new call connection. The survey signal is, for example, an audio signal with a voice content of "please tell me how satisfied you were with the service speed of the last voice service" and an audio signal with a voice content of "please tell me how satisfied you were with the overall service speed of the last voice service". Similar to the identity inquiry signal, different investigation signals may be output to the terminal device 20 at different times or at the same time. After the terminal device 20 receives the survey signal, the user responds through the terminal device 20 so that the terminal device 20 outputs a corresponding answer signal through the call connection (hereinafter referred to as the answer signal corresponding to the survey signal as a fourth answer signal) to Customer service host13. After receiving the fourth answer signal, the customer service host 13 performs semantic analysis on the fourth answer signal to obtain satisfaction information (for example, service speed satisfaction level and overall satisfaction level), and fill in the satisfaction information in the satisfaction form. Similar to the first answer signal, the customer service host 13 may perform semantic analysis on the received fourth answer signal after all the fourth answer signals are received or each time the fourth answer signal is received.

In summary, according to the embodiments of the present invention, routine question inquiries and answers related to security can be solved without the need for real people, thereby reducing costs.

S201~S207: steps

Claims (10)

A security customer service system includes: an Internet telephone switchboard, which receives an incoming call from a terminal device and establishes a call connection; and a customer service host, which has a plurality of security service programs and is communicatively connected to the Internet telephone switchboard; Wherein, the Internet telephone switchboard transfers the call connection to the customer service host, so that the customer service host obtains at least one voice signal through the call connection, and the customer service host performs semantic analysis on the at least one voice signal to generate a Cognitive information. The cognitive information includes a customer information and a service demand information. The customer service host executes the corresponding preservation service program based on the service demand information and generates a case number. After the corresponding preservation service program is executed, the The customer service host conducts multiple rounds of voice questions and answers with the terminal device through the call connection to obtain an auxiliary information. The customer service host executes at least one of multiple work procedures based on the customer information, the service demand information, the auxiliary information and the case number. One; wherein, the security service programs include a security setting program and a security release program. The security setting program sets a security status of a security system corresponding to the customer information to an enabled state through the network, and the security release program The security status of the security system corresponding to the customer information is set to a released state via the network. The security customer service system as described in claim 1, wherein the security system is set with a prohibition release period to issue a security clearance alarm in response to the security status of the security system being in the release state during the prohibition release period, These security service procedures also include a temporary ban lifting setting program, which is to timely cancel the ban lifting period. The security customer service system as described in request item 1, wherein the security system is set with an unset reminder period to send an unset reminder in response to the security status of the security system being in the released state during the unset reminder period. As a reminder, these security service procedures also include an extension setting procedure, and the extension setting procedure is to postpone the unset reminder period. The preservation customer service system as described in claim 1, wherein the preservation service programs also include a preservation status query program. The preservation status query program queries the preservation status of the preservation system and transmits the preservation status in voice form via The call connection is output to the terminal device. The security customer service system as described in claim 1, wherein the work procedures include a dispatching personnel procedure. After the security setting procedure is executed and the security status of the security system maintains the released state, the customer service host executes The dispatching personnel program is used to dispatch a security personnel to the client to set the security status of the security system to the enabled state based on the customer information. The security customer service system as described in claim 5, wherein the customer service host maintains the release state of the security system after the security setting program is executed, and the customer service host parses a value from the terminal device. When dispatching a message, the dispatcher program is executed in response to the dispatching message. The security customer service system as described in claim 5, wherein the security service programs also include a dispatch progress query program, which queries a dispatch message of the security personnel and transmits the dispatch message in voice form via The call connection is output to the terminal device. A secure customer service method that includes: Receive an incoming call from a terminal device to establish a call connection; obtain at least one voice signal through the call connection; perform semantic analysis on the at least one voice signal to generate a cognitive message, wherein the cognitive message includes a customer information and 1. Service demand information; execute a corresponding preservation service procedure among multiple preservation service procedures based on the service demand information, and generate a case number, wherein the preservation service procedures include a preservation setting procedure and a preservation release procedure, and the preservation service procedure The setting program sets a security status of a security system corresponding to the customer information to an enabled state via the network, and the security release process sets the security status of the security system corresponding to the customer information to a released state via the network; in the After the corresponding security service program is executed, multiple rounds of voice questions and answers are conducted with the terminal device through the call connection to obtain an auxiliary information; and based on the customer information, the service demand information, the auxiliary information and the case number, multiple rounds of voice questions and answers are performed. At least one of the work procedures. The security customer service method as described in claim 8, wherein the security system is set with a prohibition release period to issue a security clearance alarm in response to the security status of the security system being in the release state under the prohibition release period, These security service procedures also include a temporary ban lifting setting program, which is to timely cancel the ban lifting period. The security customer service method as described in claim 8, wherein the security system is set with an unset reminder period to send an unset reminder in response to the security status of the security system being in the released state under the unset reminder period. As a reminder, these security service procedures also include an extension setting procedure, and the extension setting procedure is to postpone the unset reminder period.

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