WO2016010275A1

WO2016010275A1 - Method for providing automatic text message response service

Info

Publication number: WO2016010275A1
Application number: PCT/KR2015/006417
Authority: WO
Inventors: 정선호
Original assignee: 정선호
Priority date: 2014-07-18
Filing date: 2015-06-24
Publication date: 2016-01-21
Also published as: KR20160010190A

Abstract

The present invention relates to a method for providing an automatic text message response service. More particularly, the present invention provides a method for providing an automatic text message response service, which constructs an artificial intelligence database and provides a service provision procedure and various pieces of information in the form of text messages by properly using information of the user database when providing various kinds of services to a user of a mobile communication terminal through a call center operated by each business entity or government authority or service center. Therefore, the method can reduce the time and cost for a user of a mobile communication terminal to finally obtain the information the user wants.

Description

How to Provide Text Answering Service

The present invention relates to a method for providing a text answering service. More specifically, the present invention, when providing a variety of services to the mobile terminal user through a call center operated by each company, a government agency or a service center, etc. to build an artificial intelligence database to properly use the information of the user database The present invention provides a text answering service providing method which can reduce the time and cost for the mobile terminal user to finally obtain the desired information by providing a service providing procedure and various kinds of information.

Recently, wireless Internet services have been rapidly developed away from being provided with Internet services using a terminal connected to a wired communication network such as a PC or a laptop. For example, a wireless modem may be installed in a terminal such as a PC or a notebook to provide various Internet services.

In addition, as the capacity and processing speed of mobile phones and PDAs (Personal Digital Assistants) increases and speeds up, users can receive various Internet services regardless of location or time using wireless terminals such as mobile phones and PDAs that are easy to carry and move. Can be.

However, in order to provide wired and wireless Internet service, a user must connect wired and wireless terminals to a search engine and access various contents required by the search engine menu system or manually enter the URL of the content. Internet services provided by banks, corporations or various service centers can be provided.

In particular, when using a wireless terminal such as a mobile phone or a PDA, since a mobile phone or a PDA does not have various keys and is large as a wired terminal such as a PC or a notebook, it is inconvenient and mobile to enter a URL of a wireless Internet site that requires a large number or letters. The search engine provided by the service provider is a multi-level tree structure menu system, which requires a complicated process.

In addition, many wireless terminal users often receive various services provided by companies, government agencies, or service centers by using voice instead of text. In this case, the user needs a lot of time because the user has to repeat the process of listening and selecting several steps of voice until the desired information is obtained.

In addition, the announcement of the procedure for obtaining the information desired by the user is carried out once and passes by, so that the user remembers all of them and has difficulty in selecting the required item, and in order to listen again, go back to the previous step or the beginning and again. You have to start, so talk time is long.

Therefore, most wireless terminal users often make calls or request connection with counselors while listening to voice announcements provided by corporations or government agencies or service call centers. Even if you have a variety of information to provide to you, you will not be able to use it effectively, and you will have to spend a lot of money to run many counselors.

Patent document 1 provides a method for providing an automatic answering service in text to a mobile communication terminal user to solve the above problems. In particular, when providing various services to mobile terminal users through call centers operated by each company or various service centers, the mobile terminal user obtains the information he / she wants by providing service provision procedures and various information by text, not voice. The present invention provides a method for providing an automatic response service by text to a mobile terminal user, which can reduce the time and cost.

However, Patent Literature 1 also provides an automatic answering service by text. However, the agent needs to input the text manually based on the customer's information and various information. There was still an economic problem of hiring a large number of people.

* Prior art literature *

(Patent Document 1) Korean Patent Registration No. 0624531 (September 08, 2006)

An object of the present invention can be provided by the user of the wireless terminal by providing a variety of information provided by the relevant bank, corporate and service centers by simply entering the call center phone number of the bank, enterprise and various service centers, To ensure security and ensure legal accountability.

In particular, an object of the present invention is to provide a user with a service providing procedure of various steps until the user obtains the desired information in text, and according to the user's selection, the following procedure and various types of information desired by the user are provided. Not only can you follow the service procedures provided by banks, businesses and various service call centers, but you can also access the information you want, and you can build an AI database to answer your questions and provide texts without the intervention of an agent. Various service centers aim to reduce the number of operating personnel including counselors to a minimum with the efficient operation of various facilities for providing information.

In order to achieve the problem to be solved by the present invention,

The CID controller detects the telephone number of the user terminal connected to the text answering system in real time through the wired / wireless communication network by inputting the call number of the bank, enterprise and various service centers to receive the information service, and provides it to the SMS server. First step;

If the user's terminal is a wired terminal, the user connects to a voice service system. If the user's terminal is a wireless terminal, the user can select a desired service by using a key of the terminal. Second step to ensure

A third step of clarifying the legal liability material by allowing the user to authenticate by inputting a password when the user selects a text service;

A fourth step of creating SMS data in a text message along with URLs of banks, corporations, and various service centers corresponding to the calling number to be called when the user is correctly authenticated, and transmitting the SMS data to the user's terminal through a wired or wireless communication network; step;

When the terminal is connected to the ITR server through the wireless Internet at the request of the user who checks the text message, the user reads the text message from the text message server and sends the text message to the user terminal to confirm the user's request. Requesting and receiving a confirmation result of the user, the fifth step of repeating the process of proceeding to the next procedure;

A sixth step of connecting a voice call to a counselor immediately after the user requests a connection with a counselor during the process of proceeding to the user to obtain the desired information by using the text service or after the process is completed; And

Reconstruct the user's request for the information provided by the bank, enterprise, and various service centers through the artificial intelligence database, search the user database, automatically construct an answer, and provide it to the text message server, and finally obtain the text message. The seventh step of reading from the server and transmitting to the user terminal via the wireless Internet; proposes a text answering service providing method comprising a.

According to the present invention, the terminal user does not directly input URLs of banks, corporations, and various service centers, but simply inputs call center phone numbers of the banks, corporations, and various service centers. It is effective to receive the information by letter and to clarify the legal responsibility through personal certification.

In addition, the present invention provides a text providing process of the various steps until the user obtains the desired information in text, the terminal user in a short time by providing the following procedures and various information desired by the user as the user selects the text In addition, you can go through the service procedures provided by companies and various service centers, and access the information you want. You can reconfigure your requests through the AI database, search the user database, and automatically configure answers to the text message server. By providing the answer without the counselor's involvement, banks, corporations, and various service centers can effectively reduce the number of operating personnel, including counselors, by efficiently operating various facilities for providing information.

In particular, the present invention has the effect of expanding the demand base of the customer on the basis of the development of wireless Internet solutions and securing advanced technology through the expansion of a multimedia message system including video information in the future with text service.

1 is a system configuration diagram for providing an automatic response service by text to a mobile communication terminal user according to the prior art.

2 is a flowchart of an improved method for providing an automatic text answering service according to the present invention.

3 is an embodiment of a method for providing a text answering service according to the present invention.

4 relates to text response embodiment 1;

5 relates to a text response embodiment 2;

6 relates to a text response embodiment 3;

7 relates to a text response embodiment 4;

8 relates to a text response embodiment 5;

* Detailed description of the major symbols in the drawings *

1: terminal

2: CDMA / GSM

3: PBX

4: character answering system

5: CID Controller

6: SMS server

7: ITR server

8: text message DB

9: editor

10: DB server

11: content server

12: UMS Server

13: CTI Server

14: mail server

15: Agent

Hereinafter, a method for providing a text answering service according to the present invention will be described with reference to the drawings.

Referring to FIG. 1, a system for providing an automatic answering service by text to a mobile terminal user according to the related art includes a wired / wireless communication network such as a CDMA, GSM, PSTN, or the like. It is connected to various Internet content servers such as a PBX (3) and an automatic text answering system (4) so that telephone calls can be made through the Internet and Internet communication can be performed through the wireless Internet.

The PBX 3 has a CTI server 13 that oversees the general auto answering service, and an agent 15 for direct call with a customer who manages an auto answering service system including the corresponding CTI server 13. Are connected. In addition, the CTI server 13 is connected to a UMS server 12 and a mail server 14 for providing information to a user, that is, a wired or wireless terminal user connected through a wired or wireless communication network. Here, the UMS server 12 is a server for transmitting information to the user in the form of FAX or SMS, and the mail server 14 is a server for transmitting information to the user in the form of electronic mail.

In addition, the PBX (3) is connected to the automatic character answering system (4), the automatic character answering system (4) is composed of a CID modem, a memory and a control unit CID for reading the telephone number of the user wireless terminal SMS server for creating SMS data by text message together with the controller 5, URLs of banks, corporations and various service centers corresponding to the calling number to be called by the user, and transmitting the SMS data to the user's terminal through a wired / wireless communication network. (6) and an ITR server (Interactive Text Response server) 7, which is connected via a user terminal and a wireless Internet network so that information provided by banks, businesses, and various service centers can be provided as text. .

In addition, the ITR server 7 is connected to the DB server 10, the content server 11, and the text message server 8 and the editor 9, the DB server 10 and the content server 11 Is a server operated by a bank, an enterprise, or a service center that provides various types of information to the user. The text message server 8 and the editor 9 characterize the information provided by the DB server 10 and the content server 11. As a message, the administrator can arbitrarily add, delete, and correct various kinds of information constructed in the text message server 8 through the editor 9.

The present invention including the automatic text answering system (4) by the system configured as described above describes a process of providing information provided by a bank, an enterprise, and various service centers to a user of the terminal 1 by text.

First, when the user of the terminal 1 inputs a call number of a bank, an enterprise, or various service centers for which the user wants to receive information desired by voice or text, the terminal 1 receives the CDMA / GSM 2 and the PSTN, PBX. (3) is connected in real time to the automatic message answering system 4 through a wired or wireless communication network. The wireless terminal user selects a desired service after hearing a voice prompt to select a voice service (existing service) and a text service provided by voice. When the voice service is selected, the service is connected to the voice service system to use the service. When the text service is selected, the service is connected to the text auto answering system implemented in the present invention to receive various services by text.

When the terminal 1 of the user is connected to the text answering system 4, the CID controller 3 confirms whether the user is a wireless terminal and then reads the user information, i.e., the telephone number of the terminal 1, when the wireless terminal is confirmed. Is stored in the customer database and connected to the text answering system to provide the user with a process to choose between voice service and text service through voice guidance. In this step, when the user selects a text service using the key of the terminal, the user reads from the CID controller 3 and provides the SMS server 6 with the telephone number of the terminal 1 of the user stored in the customer database. When the terminal user selects a voice service, information is provided by voice.

The type of the user's terminal (wireless terminal and wired terminal) is classified by analyzing the information of the user terminal read by the CID controller 3, that is, the telephone number of the wireless terminal 1.

The SMS server 6, which has received the telephone number of the user terminal 1 from the CID controller 5, is a bank corresponding to the telephone number inputted by the user by the key operation of the terminal 1, that is, the calling number that the user wants to call. Alternatively, the URL of the enterprise and various service centers is read from a database (not shown) and combined with a text message confirming the provision of a text service, and the SMS data is created and transmitted to the user terminal 1 through a wired / wireless communication network.

Here, the SMS server 5 is provided with a database in which URLs corresponding to call numbers of banks, corporations and various service centers are stored, and the URL information stored in the database is always available at the request of the SMS server 5. It is configured to be transmitted to the user terminal 1 of the user via a wired or wireless communication network. In addition, the URL information once received is stored in the user's terminal 1, and the terminal 1 immediately afterwards is connected to the ITR server 7, which is the text automatic response system 4, via the CDMA / GSM 2 and the wireless Internet network. Will be connected.

In other words, the SMS server 5 of the text answering system 4 allows the user to select whether to obtain various information by the existing answering system or to be provided with text. . Of course, the user may request a call with the counselor even while receiving the automatic answering service.

When the user sees the text message transmitted from the SMS server 5 and selects that he / she will be provided with various information by text, the terminal 1 automatically answers the text message through the CDMA / GSM 2 and the wireless Internet network. Is connected to the ITR server 7.

Then, the ITR server 7 performs a text message to the user through the process of obtaining the information desired by the user, and the procedure for serving the requested information so that the user can be provided with the final information desired by the user. The text message is read from the text message server and transmitted to the user terminal 1 to request the user's confirmation, and the user receives the confirmation result and repeats the following procedure.

The ITR server 7 reads from the text message server 8 the information finally obtained by the user's confirmation among information provided from banks, corporations and various service centers, and transmits the information to the user terminal 1 through the wireless Internet. do.

Here, in the text message server 8, text information for explaining the process up to providing text information to the user and text information of banks, businesses and various service centers to be provided to the user are constructed as a database. The existing information can be added, changed and deleted at any time through the editor 9 by the administrator managing the system.

In addition, the user of the terminal 1 is receiving a variety of information by text from the bank, enterprise and various service centers through the text automatic response system 4, that is, during or during the procedure of obtaining the information desired by the user. After completion, you can request a connection with an agent and receive a fax or e-mail with the final result.

FIG. 2 is an exemplary diagram of a wireless terminal showing a process for a wireless terminal user accessing a server of a specific bank to obtain necessary information. First, when a user inputs a call number (02-123-4567) of the corresponding bank, The call number is displayed on the screen of the wireless terminal, and the terminal 1 is connected to the text answering system 4 through the wired / wireless communication network so that the CID controller 5 detects the terminal number of the user terminal 1 and the user. Listens to the voice prompt to select between the voice answering service and the text answering service and selects the text answering service.

The SMS server 6 receives the user's terminal 1 telephone number from the CID controller 5, reads the URL information of the bank from the URL database, creates SMS data, and then sends the user's terminal 1 through the wired / wireless communication network. By sending a message to the user's terminal (1) "XX Bank Mobile Banking Service." Is displayed.

When the user of the terminal 1 sees the characters displayed on the terminal 1 and selects "call", the terminal 1 automatically responds to the system through the wireless Internet without inputting the URL of the bank to which the user wants to connect. In addition to being connected to the ITR server (7) in real time, the text provided from the ITR server (7), that is, "XX bank text guide service. Press the OK button" is transmitted to the user's terminal (1). Thus, the user can finally confirm whether or not to be provided with the automatic text response service.

As a result, when the user sees the text displayed on the screen of the terminal 1 and selects that he / she will be provided with a text guide service from a specific bank, the ITR server 7 will allow the user to [1. guide service, 2. inquiry service, automation. Corner] transmits a text message indicating this to the user terminal 1 so that the desired item can be selected.

Here, when selecting one item among a plurality of items, the position of the cursor displayed on the terminal 1 can be moved up and down to select the item. You can move by selecting the item. Therefore, when the user wants to obtain information on the previous item, the user can move to the [upper] item without moving from the beginning and move to another item desired by the user.

Among the characters displayed on the user terminal 1, [2. Inquiry service], the ITR server 7 selects [2. Subordinate item belonging to [Inquiry service] item [1. Inquiry of deposit deposit, 2. Account balance inquiry, 3. Deposit and withdrawal transaction inquiry, 4. Loan transaction inquiry.], Etc. are transmitted to the user terminal 1, so that the user can select the desired item.

Then, when the user moves the cursor and selects [2. Account balance inquiry] among the characters displayed on the terminal 1, the ITR server 7 reads the account balance result of the user from the text message server 8. And text in the terminal 1 of the user. In this case, the information provided to the user may include an account number, a balance, a final transaction date, and the like. For this purpose, the user of the terminal 1 may be authenticated to receive the information of the bank wirelessly from the bank, or may receive a specific password or Naturally, it must be given an ID.

At the same time as the user sends the desired account balance inquiry result to the user's terminal 1, the ITR server 7 sends a text message to the user's terminal 1 asking if there is another request such as an agent connection or a data request. Can transmit

When the user requests an agent connection, the ITR server 7 displays a text message on the user's terminal 1 informing that the user can select a connection method with an agent, such as 1. a call or 2. a call request. When the user requests the data, the ITR server 7 may display a text message on the user's terminal 1 informing the user of the data transmission method such as 1. FAX or 2. E-mail.

In response to a connection or data request with a counselor selected by the user, the user terminal 1 may be connected to the counselor 15 as in the related art, or the UMS server 12 or the mail server 14 may be utilized.

The present invention is a company, such as public relations or corporate information, call centers, ARS, and sales and product information, event introduction, product delivery confirmation, discount coupons, etc. Distributors, civil complaints, tax processing details notifications, notification notices, It can be used by government agencies for bill payment, overdue and unpaid notifications, financial products guidance, financial institutions providing real-time notification of market / order / decision details, deposit and withdrawal notices, meeting / event / event guidance, etc. Therefore, even video and multimedia messages can be implemented.

2, the CID controller detects a phone number of a user terminal connected to a text answering system in real time through a wired / wireless communication network by inputting a call number of a bank or an enterprise and various service centers to receive an information service. A first step of providing the server (210);

If the user's terminal is a wired terminal, the user connects to a voice service system. If the user's terminal is a wireless terminal, the user can select a desired service by using a key of the terminal. To a second step 220;

A third step 230 of clarifying the legal responsibility material by allowing the user to be authenticated when the user selects the text service;

A fourth step of creating SMS data in a text message along with URLs of banks, corporations, and various service centers corresponding to the calling number to be called when the user is correctly authenticated, and transmitting the SMS data to the user's terminal through a wired or wireless communication network; Step 240;

When the terminal is connected to the ITR server through the wireless Internet at the request of the user who checks the text message, the user reads the text message from the text message server and sends the text message to the user terminal to confirm the user's request. Requesting and receiving a confirmation result of the user, a fifth step 250 of repeating the process of proceeding to the next procedure;

A sixth step 260 of connecting a counselor to a voice call immediately when the user requests a connection with a counselor during or during the process of obtaining a user's desired information using the text service; And

Reconstruct the user's request for the information provided by the bank, enterprise, and various service centers through the artificial intelligence database, search the user database, automatically construct an answer, and provide the message to the text message server. A seventh step 270 of reading from a server and transmitting to the user terminal through the wireless Internet is shown.

In the present invention, by analyzing the phone number of the user terminal to distinguish between wired and wireless terminals, and in the case of a wired terminal connected to a voice service, and in the case of a wireless terminal, voice guidance so that the user can select the voice response service and text response service by yourself It is desirable to provide automatic response service by text only to users who have selected the text service.

In the present invention, the text message server is a database, the data consisting of the character information for explaining the process of providing the character information to the user and the data of the bank, enterprise and various service centers to be provided to the user It is desirable to allow additional changes and deletions through the editor connected to the text message server.

In particular, the present invention is characterized in that the user has a third step of clearing the legal responsibility to be authenticated by allowing the user to enter a personal password set in advance when the user selects a text service, the personal password is set in advance at the time of subscription Leave it. For example, a four-digit personal password is set in advance to authenticate that the individual is connected to the text answering system of the present invention. In this case, it is possible not only to prevent misuse by another person's mobile communication terminal, but also to prevent improper information acquisition.

One of the other features of the present invention is to analyze the user's request, reconstruct the user's request through the artificial intelligence database, search the user database to automatically configure the answer to provide to the text message server, the provided message is provided without the agent's intervention It can be sent directly to the user terminal.

The DB server 10 provided in the text message server of FIG. 1 is a DB server including an artificial intelligence database in the present invention. That is, it is different from the prior art in that it is a DB server capable of serving both a general conventional database and an AI database.

The above description is in the form of a user's selection of the conditions presented to the user by the automatic response system.

The present invention also provides a case in which the automatic response system automatically receives a reply from the automatic response system by directly inputting a sentence without presenting a condition to the user.

For this case, with reference to Figure 3,

As a method of providing a text answering service,

Text message receiving step 310 for receiving a text message at the user's request; And

Condition sentence conversion step 320 of converting the words of the text message into a keyword and a condition sentence that can be searched by the automatic response system; and

A query preparation step 330 for converting a keyword in the conditional sentence into an inquiryable form that can be searched by searching the database of the automatic response system by converting the AI database; and

An information acquisition step 340 of accessing and querying a user database through the queryable sentence to obtain information; and

An information reconstruction step 350 which reconstructs the result obtained through the information acquisition step and constructs a sentence as an answer to be delivered to the user; and

Text message transmission step of transmitting the response to the text message (360); automatic text response service providing method comprising a.

If any error occurs in any of the above steps, the counselor is connected to the counselor according to the conventional art. In this case, the counselor answers by constructing an answer message through the editor.

The automatic letter answering service providing method may further include an authentication step to clarify the legal responsibility by allowing the user to authenticate by inputting a personal password. This step is not performed at the request of every user, but when a legal problem may occur when an individual's legal responsibility is required in the ITR server 7 of the present invention or it is exposed to others due to personal privacy. It is performed in consideration of.

Receiving a text message according to a user's request, the text message receiving step 310 when the user sends a text message reaches the SMS server 6 through the wireless Internet network and the text message is recognized in the system of the answering machine of the present invention. Done.

For example, you might be aware of a user's request, "What is your mobile phone bill this month?"

The condition sentence conversion step 320 of converting the words of the text message into a keyword and a condition sentence that can be searched by the automatic response system is performed by the ITR server 7 of the present invention, but is received by the SMS server 6. Executes the received text message.

For example, change the original question "How much is this month's cell phone bill?" Into the conditional sentence of "this month" and "cell phone bill" and "how much". The user text message is a conditional expression, and condition is normal. If the text message analysis result is “or” or “or,” or condition may be established.

For example, in the case of the text message "Please tell me Korean or Chinese restaurants," it can be changed to a conditional sentence in the form of the keyword "Korean restaurants" or "Chinese restaurants."

The query preparation step 330 for converting a keyword in the conditional sentence into an inquiryable form that can be searched for the database of the automatic response system by converting the keyword in the AI database is performed in the ITR server 7, It runs in conjunction with an AI database server (not shown). As described above, the ITR server 7 is connected to the DB server 10, the content server 11, and the text message server 8. In the present invention, the ITR server 7 is also connected to the artificial intelligence database server.

The ITR server 7 can access an AI database using an AI language, for example as follows.

Among the conditional sentences "this month" and "cell phone charges" and "how much", the keyword "this month" is changed to "May 2014". In AI prologue or lisp, if you enter "this month", the AI database will retrieve the current month. If the current month is May, a program statement called function aaa = this_month (); is established, and the string “May 2014” is entered in the aaa variable.

The keyword "how much" is treated as a duplicate of the "phone charge" and is omitted.

Therefore, the above conditional sentence changes to “May 2014” and “Mobile Phone Fee”.

Here, the keyword "mobile phone fee" is changed to a telephone number obtained through CID, for example, "010-3456-7890" and "use amount" in order to express more specifically. Thus, the following changes again.

“May 2014” and “010-3456-7890” and “Amount of use”

This conversion is possible because we have already learned the keyword “mobile phone charge” in AI language. In other words, the keyword "mobile phone fee" is composed of Caller ID and "use fee" keyword, and it is built in the AI database in advance.

Program language includes phone_number = caller_id (); In this case, the phone number of the caller is entered as '010-3456-7890'.

An information acquisition step 340 of accessing and querying a user database through the inquireable sentence to obtain information is performed in the ITR server 7 as described above. This is possible because it is connected to the content server 11 and the text message server 8.

The keywords in “May 2014” and “010-3456-7890” and “Used Value” become keywords to query the database.

SELECT used_money_amount (I want to know the “used amount”)

FROM user_mobile (in mobile communication user table)

The query will ask WHERE mobile_number = '1034567890' (the specific user's phone number is '1034567890').

As a result, result = “78000”, and as mentioned above, the result is taken to the text message server.

In this case, the following query is made to know the user's name.

SELECT user_name (I want to know the "user name")

FROM user_mobile (in mobile communication user table)

The query will ask WHERE mobile_number = '1034567890' (the specific user's phone number is '1034567890'). Then you will get result = ”Hong Gil-dong” and this result will be taken to the text message server.

The information reconstruction step 350 may be performed by the ITR server 7 or the text message server 8 by reconstructing the result obtained through the information acquisition step and forming a sentence as an answer to be delivered to the user.

The results obtained during the information acquisition stage, “78000” and “Hong Gil-dong”, and the keywords for the query “May 2014” and “Mobile Phone Fee” are “Hong Gil Dong's mobile phone charges for May 2014 totaling 78,000 won. Is to reconstruct the sentence.

The text message sending step 360 of sending the reply as a text message is sent back to the user in the text message server 8 or the ITR server 7.

Hereinafter, the automatic response according to the present invention will be described through the following examples.

4 relates to text response embodiment 1;

Example 1 (114SKT for a call center of a telecommunication company)

User: How much is your cell phone bill this month?

Auto Answer: Hong Gil Dong Your current month (July) rate is 78,000 won.

5 relates to a text response embodiment 2;

Example 2 (042-114 for 114 Information Desk)

User: Recommend Dunsan Dong Chicken House

Automated Response: Your inquiry is Dunsan Dong Chicken House. We recommend BBQ Chicken Dunsan. The office is open from 14:00 to 22:00. The mobile homepage is www.ollhome.com/0421234567. Thank you for using 365 Character Service Center.

6 relates to a text response embodiment 2;

Example 3 (1588-7878 for card company call center through national representative number)

User: How much is the card use this month?

Automated Response: Your August 2014 card usage amount is 567,800 won.

7 relates to a text response embodiment 4;

Example 4 (02-123-4567 for Passport Complaint Counter at City Hall)

User: What documents do I need when applying for a passport?

Automated Response: You can apply for a passport at your local ward office or city hall. You will need to bring your ID card (resident registration card, driver's license) and a passport photo (taken within 6 months). The fee is 50,000 won within 10 years.

8 relates to a text response embodiment 5;

Example 5 (042-234-5678 for dental)

User: How much is it for each implant?

Automated Response: Customer. Implant treatment is 800,000 won per piece.

In view of the above embodiment, it can be said that all automatic responses can be made automatically to the system without the involvement of a counselor.

According to another embodiment of the present invention, a response message to a user's question may be transmitted as a text message to a user's terminal, and simultaneously posted on a Q & A bulletin board of the Internet homepage.

Example 6 Application Example of Interworking with Internet Text Message Message & Bulletin Board

If you have a question, the name of the questioner will be displayed as 010-7358-5 *** so that other users can't open it.You can enter the 3 digits of the back of the mobile phone number to view the reply. to provide.

Those skilled in the art to which the present invention pertains as described above may understand that the present invention may be embodied in other specific forms without changing the technical spirit or essential features of the present invention. Therefore, the above-described embodiments are to be understood as illustrative in all respects and not restrictive. The scope of the invention is indicated by the following claims rather than the above description, and all changes or modifications derived from the meaning and scope of the claims and their equivalents should be construed as being included in the scope of the invention. do.

According to the present invention, the wireless terminal user provides a bank with a short time by providing a service providing procedure of various steps until the user obtains the desired information in text, and providing the following procedure and various information desired by the user according to the user's selection. In addition, you can follow the service procedures provided by companies and various service call centers, and you can access the information you want.In addition, you can build an AI database to answer your questions and provide texts without the intervention of a counselor. Efficient operation of various facilities for providing information can be widely used in the field of providing response services in order to minimize the number of operation personnel including counselors.

Claims

The CID controller detects the telephone number of the user terminal connected to the text answering system in real time through the wired / wireless communication network by inputting the call number of the bank, enterprise and various service centers to receive the information service, and provides it to the SMS server. First step;

If the user's terminal is a wired terminal, the user connects to a voice service system. If the user's terminal is a wireless terminal, the user can select a desired service by using a key of the terminal. Making a second step;

A third step of allowing the user to receive a certification by inputting a personal password set in advance when the user selects a text service to clarify the legal responsibility material;

A fourth step of creating SMS data in a text message along with URLs of banks, corporations, and various service centers corresponding to the calling number to be called when the user is correctly authenticated, and transmitting the SMS data to the user's terminal through a wired or wireless communication network; step;

When the terminal is connected to the ITR server through the wireless Internet at the request of the user who checks the text message, the user reads the text message from the text message server and sends the text message to the user terminal to confirm the user's request. Requesting and receiving a confirmation result of the user, the fifth step of repeating the process of proceeding to the next procedure;

A sixth step of connecting a voice call to a counselor immediately after the user requests a connection with a counselor during the process of completing the procedure for obtaining information desired by the user using the text service or after the process is completed; And

Analyzing the user's request among the information provided by the bank, enterprise, and various service centers, and if the user's request is a frequently asked question, it is automatically extracted from the frequently asked question database and provided to the text message server, and the finally obtained information is provided to the text message server. And a seventh step of reading from the data and transmitting the same to the user terminal through the wireless Internet.
As a method of providing a text answering service,

Text message receiving step 310 for receiving a text message at the user's request; And

Condition sentence conversion step 320 of converting the words of the text message into a keyword and a condition sentence that can be searched by the automatic response system; and

A query preparation step 330 for converting a keyword in the conditional sentence into an inquiryable form that can be searched by searching the database of the automatic response system by converting the AI database; and

An information acquisition step 340 of accessing and querying a user database through the queryable sentence to obtain information; and

An information reconstruction step 350 which reconstructs the result obtained through the information acquisition step and constructs a sentence as an answer to be delivered to the user; and

And a text message sending step (360) for transmitting the reply in a text message.
The method of claim 2,

Method for providing an automatic letter answering service, characterized in that it further comprises an authentication step to clear the legal responsibility by allowing the user to enter a personal password after the request.
The method of claim 2,

If any error occurs in any of the above step is connected to the agent is handled service providing method characterized in that the processing.