WO2016027955A1 - Serveur d'ars, support d'enregistrement mémorisant un programme d'application d'ars servant à générer et à émettre une entrée de signal de réponse vers un serveur d'ars, et procédé de service d'ars l'utilisant - Google Patents

Serveur d'ars, support d'enregistrement mémorisant un programme d'application d'ars servant à générer et à émettre une entrée de signal de réponse vers un serveur d'ars, et procédé de service d'ars l'utilisant Download PDF

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Publication number
WO2016027955A1
WO2016027955A1 PCT/KR2015/003386 KR2015003386W WO2016027955A1 WO 2016027955 A1 WO2016027955 A1 WO 2016027955A1 KR 2015003386 W KR2015003386 W KR 2015003386W WO 2016027955 A1 WO2016027955 A1 WO 2016027955A1
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WO
WIPO (PCT)
Prior art keywords
signal
ars
response
client terminal
client
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PCT/KR2015/003386
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English (en)
Korean (ko)
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김길호
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김길호
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Publication of WO2016027955A1 publication Critical patent/WO2016027955A1/fr

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/64—Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages

Definitions

  • the present invention relates to an ARS server, a recording medium recording an ARS application program for generating and outputting a response signal input to the ARS server, and an ARS service method using the same. More specifically, the present invention relates to a client according to a preset ARS scenario. In response to the request signal provided, an ARS server capable of clearly transmitting the response of the client to the ARS server by transmitting a response signal in the form of a text signal to the ARS server, and an ARS application for generating and outputting a response signal input to the ARS server.
  • the present invention relates to a recording medium recording a program and an ARS service method using the same.
  • ARS Auto Response System
  • ARS Auto Response System
  • 1636 an exchange service company
  • customer service center call center
  • the conventional ARS voices a plurality of selection items that match each of the button keys 0 to 9 provided in the phone so that the client can search for the necessary information, and checks the button key operation of the client accordingly. It was able to provide ARS service by voice guidance step by step.
  • the waiting time until the client receives the desired service is increased.
  • it was inconvenient to use because it repeatedly repeated the operation of lifting the phone to the ear to listen to the announcement and lowering the phone to operate the button again.
  • a voice recognition ARS has been disclosed to confirm the client's choice by providing a voice recognition engine on the server of the ARS system and guiding the client to speak a desired item to solve such inconvenience.
  • the speech recognition is performed without reflecting the pronunciation difference, and the voice quality is deteriorated as the voice quality is changed several times until the voice data input by the micro is input to the server through a communication network.
  • the present invention was created to solve the above-described problems, and an object of the present invention is to include a response in response to an inquiry signal provided to a client according to a preset ARS scenario when the client uses an ARS (Automatic Response System) service.
  • ARS server that can clearly transmit the response of the client to the server without error of voice recognition by transmitting the response signal in the form of text signal to the ARS server, and ARS application program for generating and outputting the response signal input to the ARS server
  • the present invention provides a recording medium and a method of ARS service using the same.
  • the call connection unit 110 for performing a call connection with the server according to the call connection request signal of the client terminal 200;
  • a database 120 storing ARS scenario data for guiding a client according to the ARS service contents;
  • An ARS server is provided that includes; and a controller 150 for mutually connecting the counselor terminal 300 and the client terminal 200 and the third party terminal 400 for mutual call connection.
  • the query output unit 130 converts the query signal into a text signal form so that the request contents of the query signal are displayed in text on the screen window 210 of the client terminal 200.
  • ARS server is provided, characterized in that the transmission to the client terminal (200).
  • the recording medium recording the ARS application program for generating and outputting a response signal input to the ARS server 100
  • the call connection to the ARS server 100 in accordance with a call connection control signal
  • a call connection step of outputting a request signal to call connection between the client terminal 200 and the ARS server 100 (S210); Receives an inquiry signal output from the ARS server 100 according to ARS scenario data and outputs a request content included in the received inquiry signal to the speaker 220 of the client terminal 200 or texts on the screen window 210.
  • a client requests to input a specific item or presents a plurality of selection items to send an inquiry signal of a request content for selecting an arbitrary item to the client terminal 200 connected to the call.
  • a mutual communication connection or a control step (S360) of mutually connecting the client terminal 200 and the third party terminal 400 is provided, an ARS service method is provided.
  • the call connection step (S310) the touch panel is disposed below the screen window 210, the application icon 260 displayed on the screen window 210 of the client terminal 200 A touch service for detecting a touch action is provided, and when the touch action is detected, the call connection control signal is output to automatically perform a call connection with the ARS server 100.
  • the request content output step (S320) by receiving a query signal in the form of a text signal output from the ARS server 100 to display the request content included in the received query signal screen (S320), by receiving a query signal in the form of a text signal output from the ARS server 100 to display the request content included in the received query signal screen (S320), by receiving a query signal in the form of a text signal output from the ARS server 100 to display the request content included in the received query signal screen (S320), by receiving a query signal in the form of a text signal output from the ARS server 100 to display the request content included in the received query signal screen (S320), by receiving a query signal in the form of a text signal output from the ARS server 100 to display the request content included in the received query signal screen (S320), by receiving a query signal in the form of a text signal output from the ARS server 100 to display the request content included in the received query signal screen (S320), by receiving a query signal in the form of a text signal output from the ARS server 100 to display
  • the response signal to display the response content contained in the response signal of the text form converted through the signal conversion step (S330) on the screen window 210 of the client terminal 200 in text
  • the response signal display step (S340) by generating a keypad 213 for modifying the response content displayed on the screen window 210 of the client terminal 200 by the screen window Displayed together with (210), the ARS service method is characterized in that to display the modified response content in accordance with the input signal according to the operation of the keypad 213.
  • the response signal output step (S350) is converted or modified when the transmission request button 215 displayed as part of the keypad 213 or displayed independently on the screen window 210 is selected.
  • An ARS service method is provided, which automatically outputs the received response signal to the ARS server 100.
  • a client requests to input a specific item or presents a plurality of selection items to send an inquiry signal of a request content for selecting an arbitrary item to the client terminal 200 connected to the call.
  • a response content input and display for displaying a response item for inputting a specific item or selecting an arbitrary item according to an input signal input through the keypad 213 displayed on the screen window 210 of the client terminal 200.
  • the next order inquiry signal according to the ARS scenario data is outputted, guided or received the request of the client, or the client terminal 200 and the counselor terminal 300.
  • a mutual communication connection or a control step (S450) of mutually connecting the client terminal 200 and the third party terminal 400 is provided, ARS service method is provided.
  • a response signal including response contents is recognized by a voice and converted into a text signal form, or a text signal is generated by text input and transmitted to the ARS server 100.
  • the response of the client can be clearly transmitted to the server, thereby reducing the ARS call time and solving the problem of inputting the voice several times due to an error in the voice recognition by the ARS server 100.
  • the client receives the query signal output from the ARS server 100 according to the ARS scenario data and displays the request content included in the received query signal in text on the screen window 210 of the client terminal 200. Since the contents can be recognized while reading the contents, the inconvenience of having to repeat the operation of lowering the telephone for the button operation again by lifting the client terminal 200 to listen to the request contents can be eliminated several times.
  • the client terminal 200 detects a touch operation for selecting the app icon 260 displayed on the screen window 210, and outputs the call connection control signal when the touch operation is detected Since the call connection with the ARS server 100 can be automatically performed, the client does not need to press the corresponding ARS phone number every time, thereby increasing convenience.
  • a keypad 213 for modifying the response contents displayed on the screen window 210 of the client terminal 200 is generated and displayed together on the screen window 210.
  • the response contents may be corrected and displayed according to an input signal according to the manipulation of the keypad 213, it is possible to prevent an incorrect response contents from being transmitted to the ARS server 100 according to a voice recognition error.
  • the converted or modified response signal can be automatically output to the ARS server 100 so that the client It can increase the convenience of.
  • FIG. 1 is a block diagram showing the configuration of an ARS system according to a preferred embodiment of the present invention
  • FIG. 2 is a block diagram showing the functional configuration of an ARS server according to an embodiment of the present invention.
  • FIG. 3 is a schematic diagram showing a state in which the application icon 260 is displayed on the screen window of the client terminal according to an embodiment of the present invention
  • Figure 4 is a schematic diagram showing a state in which the response content is input in the form of a text signal through the client terminal according to an embodiment of the present invention
  • FIG. 5 is a schematic diagram showing a state in which a request content of an inquiry signal transmitted from an ARS server according to an embodiment of the present invention is displayed in text;
  • FIG. 6 is a flowchart showing a procedure of an ARS service method according to a first embodiment of the present invention
  • FIG. 7 is a flowchart illustrating a procedure of an ARS service method according to a second embodiment of the present invention.
  • FIG. 8 is a flowchart illustrating steps included in an ARS application program for implementing an ARS service method according to an exemplary embodiment of the present invention.
  • an ARS system may include an ARS server 100, a client terminal 200, a counselor terminal 300, and a third party terminal 400.
  • the ARS server 100 is a configuration for centrally controlling ARS guidance to the client according to the contents of the ARS service, as shown in FIG. 2, the call connection unit 110, the database 120, and the query output unit 130. ), The response receiving unit 140 and the control unit 150 is provided.
  • the call connection unit 110 performs a call connection with the server according to the call connection request signal of the client terminal 200, and the database 120 stores ARS scenario data for guiding the client according to the ARS service contents. .
  • the ARS service content is a service content provided according to the ARS operation purpose of the company operating the ARS system according to the preferred embodiment of the present invention.
  • a third party designated by the client This is a service that connects (exchanges) a telephone call with a customer.
  • a service that guides various matters related to a client's electronic product receives a request such as A / S, or connects a telephone call with an agent. It is content. That is, specific items on the contents of the ARS service may vary according to the ARS operation purpose of the company operating the system.
  • the ARS scenario data is the data (mental data) provided to the client in the order to guide according to the contents of each ARS service, requesting a specific item input to the client connected to each step or a plurality of selection items
  • the request content for selecting an arbitrary item is mainly presented by presenting, and various voice data may be provided according to the ARS service content.
  • the query output unit 130 requests a specific item to the client connected to the call according to the ARS scenario data stored in the database 120, or presents a plurality of selection items to select an arbitrary item to request a query signal Is transmitted to the client terminal 200
  • the response receiving unit 140 includes the response contents of the client corresponding to the request contents of the query signal and receives the response signal received in the form of a text signal from the client terminal 200. do.
  • the inquiry signal may be converted into a text signal form and transmitted to the client terminal 200.
  • the controller 150 analyzes the response contents included in the response signal and outputs a next order query signal according to the ARS scenario data through the query output unit 130, or guides or receives a request from the client.
  • the client terminal 200 and the counselor terminal 300 are mutually connected, or the client terminal 200 and the third party terminal 400 are controlled to mutually connect.
  • the counselor terminal 300 is a communication terminal provided to directly connect the client and the counselor when specific guidance or counseling is limited by automatic response through the ARS service, and under the control of the ARS server 100, the network Through 10, the client terminal 300 is connected to the telephone to provide an environment in which the counselor and the client can talk.
  • the third party terminal 400 is a terminal device for making a telephone connection according to a request of a client input through the client terminal 300. Or a telephone such as an office.
  • the ARS service method converts a voice signal of a client input in response to an inquiry signal received from the ARS server 100 into a text signal by voice recognition and converts the converted response signal into an ARS server 100.
  • the call connection step (S310) outputs a call connection request signal to the ARS server 100 in accordance with the call connection control signal of the client terminal 200, the call connection with the ARS server 100, and outputs the request content
  • the client terminal may request a client to input a specific item according to the ARS scenario data stored in the ARS server 100 or present a plurality of selection items to query an inquiry signal of request content for selecting an arbitrary item.
  • the request content included in the query signal is output through the client terminal 200 which has received the query signal.
  • the signal conversion step (S330) receives a voice signal of the client input through the microphone 230 of the client terminal 200 in response to the query signal, and converts the received voice signal into a text signal form by voice recognition do.
  • the response signal output step (S350) transmits the response signal converted into text form according to the transmission control signal to the ARS server 100, and the control step (S360) according to the response content included in the received response signal To output the next order query signal according to the ARS scenario data, to guide or receive the request of the client, or to mutually connect the client terminal 200 and the counselor terminal 300, or the client terminal 200 And the third party terminal 400 to make a mutual call connection.
  • the call connection step (S310) the touch panel is disposed below the screen window 210 to perform a touch operation to select the app icon 260 displayed on the screen window 210 of the client terminal 200.
  • the call connection control signal is output and the call connection with the ARS server 100 is automatically performed.
  • the client does not need to press the corresponding ARS phone number. Can be increased.
  • the request content output step (S320), as shown in Figure 5 receives the query signal in the form of a text signal output from the ARS server 100 to display the request content included in the received query signal screen ( The text may be displayed at 210.
  • the client receives the query signal output from the ARS server 100 according to the ARS scenario data and displays the request content included in the received query signal in text on the screen window 210 of the client terminal 200. Since the contents can be recognized while reading the contents, the inconvenience of having to repeat the operation of lowering the telephone for the button operation again by lifting the client terminal 200 to listen to the request contents can be eliminated several times.
  • the response content included in the response signal of the text form converted through the signal conversion step (S330) screen screen 210 of the client terminal 200 ) May further include a response signal display step (S340) displayed as a letter.
  • the client may check whether the voice recognition is performed correctly by the desired contents while viewing the response contents of the response signal displayed on the screen window 210.
  • the response signal display step (S340), as shown in Figure 4 generates a keypad 213 for modifying the response content displayed on the screen window 210 of the client terminal 200 to the screen window Displayed together with (210), it is preferable to modify and display the response content in accordance with the input signal according to the operation of the keypad 213.
  • the keypad 213 for modifying the response contents displayed on the screen window 210 of the client terminal 200 is generated and displayed together on the screen window 210.
  • the response contents can be corrected and displayed according to an input signal according to the manipulation of the keypad 213, it is possible to prevent an incorrect response contents from being transmitted to the ARS server 100 according to a voice recognition error.
  • the response signal output step (S350) is converted or modified when the transmission request button 215 displayed as part of the keypad 213 or displayed independently of the screen window 210 is selected as shown in FIG.
  • the convenience of the client can be increased by automatically outputting the response signal to the ARS server 100.
  • ARS service method of transmitting a response signal generated as a text signal input through the keypad in response to the query signal received from the ARS server 100 to the ARS server 100
  • a call connection step S410 a request content output step S420, a response content input and display step S430, a response signal output step S440, and a control step S450 are provided. Include.
  • the call connection step (S410) and outputs a call connection request signal to the ARS server 100 in accordance with the call connection control signal of the client terminal 200, the call connection with the ARS server 100, and outputs the request content (S420)
  • the ARS server 100 In the ARS server 100 according to the ARS scenario data stored in the client requesting to input a specific item or a plurality of selection items by presenting a plurality of selection items to request a query signal of the request content to request the selection of the client terminal (200) ) And outputs the request content included in the query signal through the client terminal 200 receiving the query signal.
  • a specific item is input or randomly input according to an input signal input through the keypad 213 displayed on the screen window 210 of the client terminal 200.
  • the selected response item is displayed, and in response to inputting and displaying the response (S430), a response signal including the response content and having a text signal form is output to the ARS server 100 according to the transmission control signal.
  • the control step (S450) is to output the next order query signal according to the ARS scenario data according to the response content included in the received response signal, to guide or receive the request of the client, or the client terminal 200 And the counselor terminal 300 are mutually connected or control is performed such that the client terminal 200 and the third party terminal 400 are mutually connected.
  • the ARS service method according to the second preferred embodiment of the present invention compares the ARS service method according to the first preferred embodiment of the present invention with voice recognition in inputting a response signal through the client terminal 200. Differences in the way through the text input method and other technical features are the same, so duplicate description will be omitted.
  • an ARS application program for generating and outputting a response signal input to the ARS server 100 through the client terminal 200 is recorded.
  • a call connection step (S210) of connecting the client terminal 200 and the ARS server 100 by outputting a call connection request signal to the ARS server 100 according to a call connection control signal and ARS Receives an inquiry signal output from the ARS server 100 according to scenario data and outputs the request content included in the received inquiry signal to the speaker 220 of the client terminal 200 or textually on the screen window 210.
  • the client terminal 200 executes a signal conversion step (S230) for converting the text signal into a form and a response signal output step (S240) for transmitting the response signal converted into the text form according to the transmission control signal to the ARS server 100.
  • a signal conversion step (S230) for converting the text signal into a form
  • a response signal output step (S240) for transmitting the response signal converted into the text form according to the transmission control signal to the ARS server 100.
  • It is a recording medium that records an ARS application program.
  • the ARS application program is recorded on a recording medium that can be read by the client terminal 200 and executed by the client terminal 200 to execute the above-described steps and functions.
  • the above-described program may be read by a processor (CPU) of the client terminal 200.
  • Code may be coded in a computer language such as C, C ++, JAVA, or machine language.
  • Such code may include a function code associated with a function or the like that defines the above-described functions, and may include control code related to an execution procedure necessary for the processor of the client terminal 200 to execute the above-described functions according to a predetermined procedure. You may.
  • the code may refer to a memory reference for additional information or media required for the processor of the client terminal 200 to execute the above-described functions, from which location (address address) of the internal or external memory of the client terminal 200 should be referred. It may further include related code.
  • a functional program for implementing the present invention codes and code segments related thereto, in consideration of the system environment of the client terminal 200 that executes the program by reading a recording medium, and the like. It may be easily inferred or changed by programmers in the field.
  • Examples of recording media that can be read by a computer recording a program as described above include, for example, a ROM, a RAM, a CD-ROM, a magnetic tape, a floppy disk, an optical media storage device, and the like.
  • an application providing server such as an application store server (Application Store Server), an application or a web server associated with the service (Application Provider) Server
  • an application store server Application Store Server
  • an application or a web server associated with the service Application Provider Server
  • a client terminal 200 capable of reading a recording medium recording an application, which is a program for executing the ARS service method, according to an embodiment of the present invention may be a smart phone, a tablet PC, a personal digital assistant (PDA), a mobile communication terminal, or the like. It may include a mobile terminal, but also should be interpreted as any device capable of computing.
  • PDA personal digital assistant
  • a recording medium recording an ARS application program for generating and outputting a response signal input to the ARS server, and by each configuration and function of the ARS service method using the same
  • the response signal including the response content is recognized by voice or converted into a text signal form or a text input is generated to transmit the text signal to the ARS server 100
  • the response of the client can be clearly transmitted to the server, thereby reducing the ARS call time and solving the problem of inputting the voice several times due to an error in speech recognition by the ARS server 100.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

Selon une caractéristique, la présente invention concerne un serveur d'ARS, le serveur d'ARS comprenant : une unité de connexion de conversation téléphonique (110) servant à établir une connexion de conversation téléphonique avec le serveur conformément à un signal de demande de connexion de conversation téléphonique provenant d'un terminal client (200) ; une base de données (120) mémorisant des données de scénario d'ARS servant à guider un client conformément à un contenu de service d'ARS ; une unité d'émission d'interrogation (130) servant à transmettre un signal d'interrogation contenant un contenu de demande au terminal client (200), le signal d'interrogation demandant à un client, avec lequel a été établie une connexion de conversation téléphonique, d'entrer un élément spécifique ou, après présentation de plusieurs éléments de sélection, demandant au client de sélectionner un élément parmi ces derniers conformément aux données de scénario d'ARS mémorisées dans la base de données (120) ; une unité de réception de réponse (140) servant à recevoir un signal de réponse du terminal client (200), le signal de réponse comprenant un contenu de réponse du client répondant au contenu de demande du signal d'interrogation, et le signal de réponse étant reçu sous forme de signal textuel ; et une unité de commande (150) servant à effectuer une commande de sorte que, conformément au contenu de réponse compris dans le signal de réponse, un signal d'interrogation de rang suivant soit émis par le biais de l'unité d'émission d'interrogation (130) conformément aux données de scénario d'ARS, que des détails de la demande du client soient guidés ou acceptés, qu'une connexion de conversation téléphonique soit établie entre le terminal client (200) et un terminal conseiller (300), ou qu'une connexion de conversation téléphonique soit établie entre le terminal client (200) et un troisième terminal (400).
PCT/KR2015/003386 2014-08-21 2015-04-03 Serveur d'ars, support d'enregistrement mémorisant un programme d'application d'ars servant à générer et à émettre une entrée de signal de réponse vers un serveur d'ars, et procédé de service d'ars l'utilisant WO2016027955A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
KR1020140108858A KR101638870B1 (ko) 2014-08-21 2014-08-21 Ars서버 및, 이 ars서버에 입력되는 응답신호를 생성 및 출력하는 ars 어플리케이션 프로그램을 기록한 기록매체 및, 이를 이용한 ars 서비스 방법
KR10-2014-0108858 2014-08-21

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KR20190100724A (ko) 2018-02-21 2019-08-29 유수근 고객상담센터 연결 방법 및 장치와 운영서버
KR102649859B1 (ko) * 2023-10-31 2024-03-21 (주)와이즈에이아이 Ars 기반의 콜센터가 가능한 ai를 활용한 아웃바운드 통화 시스템 및 그 구동방법

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KR100803900B1 (ko) * 2006-12-29 2008-02-15 주식회사 케이티프리텔 음성 인식 ａｒｓ 서비스 방법 및 시스템
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