WO2016047995A1 - System and method for real-time customer consultation service through data communication network - Google Patents

System and method for real-time customer consultation service through data communication network Download PDF

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Publication number
WO2016047995A1
WO2016047995A1 PCT/KR2015/009927 KR2015009927W WO2016047995A1 WO 2016047995 A1 WO2016047995 A1 WO 2016047995A1 KR 2015009927 W KR2015009927 W KR 2015009927W WO 2016047995 A1 WO2016047995 A1 WO 2016047995A1
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Prior art keywords
customer
consultation
terminal
information
server
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PCT/KR2015/009927
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French (fr)
Korean (ko)
Inventor
서철욱
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서철욱
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Priority to KR1020177010913A priority Critical patent/KR20170052692A/en
Publication of WO2016047995A1 publication Critical patent/WO2016047995A1/en

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising

Definitions

  • the present invention relates to a real-time customer consultation service system and method, and more particularly, to a real-time customer consultation service system and method through a data communication network configured to perform a consultation service between a customer and an agent in real time using a PC or a mobile Internet. will be.
  • customer service centers can provide automated voice guidance to customers using automated responses, or provide detailed and detailed counseling services to customers through telephone connections with counselors.
  • a conventional counseling call service may be provided by using a computer.
  • a customer logs in to a computer server and registers a questionnaire on a bulletin board, an agent who checks this answers a corresponding question and the customer checks it after a certain time.
  • complaints in real time, such as asking questions again and responding to them again. It was a problem.
  • Korean Patent No. 10-1167574 discloses that a customer receives information related to a call center and displays on a screen only by receiving a voice call from a call center or receiving a voice call from a call center. Not only this voice but also the screen provides a way to check the call center information.
  • the customer and the counselor should consult while making a voice call, the counselor becomes tired or cannot consult with many customers at the same time, and thus there is a problem that the waiting time is relatively long.
  • the conventional counseling call service has to deal with the same customer affairs caused by a number of customers, so that not only wasted time, but also fatigue caused by the fatigue of the counselor, there was a problem causing unkindness.
  • the present invention has been made in view of the above problems, the object of the present invention is to solve the problems caused by the unkindness of the customer or counselor without a direct telephone call, if the customer subscribes to apply for a chat management server automatically By creating a member-only icon, the customer can check the contents of the consultation with a PC or a smartphone, and the contents of the consultation are automatically secured and updated.
  • the present invention provides a service system and method capable of consulting.
  • another object of the present invention is the customer service center counselor in accordance with the consultation content for each customer, by providing a similar FQA from the FQA list for each field previously stored in the DB to provide a consulted service to customers in real time To be able to provide
  • a plurality of customer terminals 100 connectable to a network; communications network; A counseling management server 200 for managing a customer who is registered as a member through the client terminal and allowing real-time counseling between the client and a counselor to be completed; And a plurality of counselor terminals 400 interworking with the counseling management server and consulting in real time with a plurality of customers having a counseling request through the counseling management server.
  • the consultation management server 200 The consultation management server 200
  • a communication interface 290 implemented to allow connection through communication with the customer terminal 100, the counselor terminal 400, and the KEPCO server 300;
  • a customer information management module 210 for creating a dedicated icon for a customer registered through the customer terminal 100 and managing customer information
  • Chat server 230 to enable the creation of the consultation through the customer terminal 100 and upload the consultation response and consultation data through the counselor terminal 400;
  • a counseling contents management module 240 configured to share the contents consulted by the client with the client terminal 100 and the counselor terminal 400;
  • Management module 250 Counseling to present a consultation customer or customer information and contents consulted to the counselor terminal 400 and to present a response from the counselor to the client terminal 100 so that real-time consultation between a customer and an agent is performed.
  • a web information management module 260 for collecting and organizing questions and answers on a web portal and transmitting the collected questions to the counselor terminal 400;
  • DB server 280 for storing and managing customer information and consultation content information in connection with the chat server 230, consultation content management module 240, consultation management module 250 and the web information management module 260; Characterized in that it comprises a.
  • the consultation menu module 220 is
  • the chat server 230 is
  • It includes a chat management module 235 for receiving and receiving customer subscription information transmitted from the customer terminal 100,
  • the customer subscription information is stored and managed in the customer information DB 282 constituting the DB server 280.
  • the consultation content management module 240 is
  • the contents of the consultation and the contents of the counselors are divided into categories and stored in the consultation contents DB 284, and the consultation contents management unit manages to be transmitted to the agent terminal 400 or the customer terminal 100. It is characterized by.
  • the web information management module 260 is
  • the integrated message server 270 is
  • the mail server transmits the consultation request data from the client terminal to the mail of the counselor terminal, sends the consultation response contents from the counselor terminal to the mail of the client terminal, or sends the consultation data from the client terminal. Send by e-mail on the device,
  • the message server transmits a consultation request according to the instruction from the client terminal to the counselor terminal in short form, transmits the consultation response contents from the counselor terminal to the client terminal in short form, or sends the consultation data in short form to the client terminal. Characterized in that the transmission to the counselor terminal input from.
  • the counselor terminal 400 is
  • the screen may be divided into a first pop-up window, a second pop-up window, a chat window, and a third pop-up window
  • the first pop-up window may display a plurality of customer lists with a consultation request through the consultation management server, Display the waiting time together
  • the second pop-up window displays the information on the current chat among the plurality of customers and chat through the chat window in real time
  • the third pop-up window search information data of the web portal is the search field It is characterized by being displayed with.
  • the second pop-up window is provided with a plurality, characterized in that the counselor is configured to chat with multiple customers at the same time.
  • the consultation management server 200 is
  • the customer terminal 100 transmits the KEPCO center information of the region near the customer's residence to the customer for selection.
  • the customer generates an icon displaying the order waiting number for the KEPCO selected by the customer and transmits to the customer.
  • the waiting table with the order waiting number is characterized in that it is issued.
  • the consultation management server 200 is
  • a payment module when the customer enters the personal information of the barcode or QR code individually notified to the customer, the customer information management module is linked to the customer information DB and DB server to confirm that the customer is not paid After determining whether the payment is a fee or a regular payment is characterized in that the fee payment completion procedure is performed.
  • the customer information management unit of the customer information management module 210 of the consultation management server 200 receives the subscription information from the customer terminal 100, determining whether the received subscription information is a registered customer and approving access;
  • the counseling management server 200 selects the counselor terminal 400 and transmits customer information to the selected counselor terminal 400;
  • chat server 230 and the integrated message server 270 When the customer and the agent is connected, enabling the chat server 230 and the integrated message server 270 to enable the customer to chat in real time with the selected agent;
  • the customer terminal 100 provides customer information of the customer terminal to the counseling management server 200 so that the counseling management server 200 can determine which counselor terminal 400 is selected and which counseling is formed. It is characterized by.
  • the selected counselor terminal 400 divides the screen into a plurality of pop-up windows
  • the search information of the web portal is displayed on the third pop-up window, and the search word is inserted into the search content, and the result is dragged or copied to the chat window to inform the customer.
  • the present invention has the effect that the customer service center counselor can provide a similar FQA from the FQA list for each field previously stored in the DB and can provide the information to the customer in real time regardless of the contents of the consultation. .
  • FIG. 1 is an overall configuration diagram conceptually showing a real-time customer service system through a data communication network according to an embodiment of the present invention
  • FIG. 2 is a view schematically showing a process in which a consultation is performed in real time while a customer and an agent chat on the same screen in a real-time customer consultation service system according to an embodiment of the present invention
  • FIG. 4 is a view showing a screen of the agent terminal showing an embodiment in which a customer and an agent consult by clicking A of FIG. 3 (b);
  • FIG. 5 is a diagram illustrating a screen of an agent terminal showing an embodiment in which a plurality of customers and an agent consult;
  • FIG. 6 is a view showing a screen of a customer terminal showing an embodiment in which a customer schedules a consultation by clicking B of FIG. 3 (b);
  • FIG. 7 is a flowchart illustrating a real-time customer consultation service method through a data communication network according to an embodiment of the present invention.
  • FIG. 1 is an overall configuration diagram illustrating a real-time customer service system through a data communication network according to an embodiment of the present invention
  • Figure 2 is a customer and counselor in a real-time customer service system according to an embodiment of the present invention
  • Figure 3 schematically shows a process of real-time consultation while chatting on the same screen
  • Figures 3 (a), (b) is a view showing an embodiment of the consultation menu of the consultation management server installed in the customer terminal
  • Figure 3 (b) is a view showing a screen of the agent terminal showing an embodiment of the customer and the agent counseling by clicking A
  • Figure 5 is a screen of the agent terminal showing an embodiment of the consultation with a plurality of customers and agents 6 (a), (b), (c), (d), and (e) of FIG. 6 illustrate a case in which a customer schedules a consultation by clicking B of FIG. 3 (b).
  • Figure 7 The entire flow chart of the real-time customer consultation service method through a data communication network according to an embodiment of the
  • FIG. 1 is a schematic diagram showing a conceptual diagram of a real-time customer consultation service system through a data communication network according to the present invention.
  • a customer terminal 100 a consultation management server 200, a KEPCO server 300, and a counselor It comprises a terminal 400.
  • the customer terminal 100 is a terminal capable of data communication through a voice call and a data communication network and capable of processing information, and each customer who wants to receive a consultation through a management server uses a customer terminal that can be controlled by the Internet or wirelessly.
  • the consultation management server 200 may be connected through a communication network such as a communication network.
  • Customer terminal 100 may be any terminal that can be connected to the network, including a smart phone, tablet PC, etc. that can be connected to a variety of web, including the consultation management server 200, the Internet web, KEPCO server (300) Computer device.
  • an application (App) for performing real-time consultation is installed, and such an application (App) may be downloaded and installed from the app store.
  • the counseling management server 200 which can be accessed from the customer terminal 100 is largely a communication interface 290 implemented to enable connection through communication with the customer terminal 100, the counselor terminal 400, and the KEPCO server 300. And a customer information management module 210 for creating a dedicated icon for the customer who applied for membership, approval and consultation through the customer terminal 100 and managing information of the customer together with the icon, and the customer terminal 100.
  • Steping menu module 220 to enable the selection of the consultation menu
  • the chat server 230 to enable the creation of the consultation through the customer terminal 100, the consultation response through the agent terminal 400 and upload the consultation data and
  • the consultation contents management module 240 configured to share the contents consulted by the customer with the counselor terminal 400 by the instruction or command from the customer terminal 100, the consulted customer or the customer information, and the contents consulted by the customer.
  • Consult Counseling management module 250 and a questionnaire on the web portal to present a real-time consultation between the customer and the counselor by presenting to the original terminal 400 and presenting the content of the counselor to the customer terminal 100 Web information management module 260, a plurality of customer terminals 100 and the consultation management server 200 or the customer terminal 100 and the agent terminal 400 to perform the function of collecting and organizing and transmitting to the agent terminal 400
  • the integrated message server 270 managing the transmission and reception of data between the counselor terminal 400 and the counseling management server 200, the chat server 230, the counseling contents management module 240, and the counseling management module ( 250) and a DB (database) server 280 that stores and manages customer information and consultation content information in conjunction with the web information management module 260.
  • consultation management server 200 that provides a real-time consultation service through the customer terminal 100 and the network, and the real-time consultation process through the customer terminal 100, the consultation management server 200 and the agent terminal 400. It demonstrates in more detail using 2.
  • 2 is a view schematically illustrating a process in which a consultation is performed in real time while a customer and an agent chat on the same screen in a real-time customer consultation service system according to an embodiment of the present invention.
  • the consultation management server 200 When the customer accesses the consultation management server 200 through the communication interface 290 using the customer terminal 100 and inputs customer information, the consultation management server 200 is linked to the user information DB of the KEPCO server 300. Check whether or not the customer information is correct from 320, generates a dedicated icon of the connected customer, generates and manages the consultation content according to the consultation request according to the consultation menu selection 225 of the customer terminal 100, the customer Support and manage the establishment of counseling relationships between counselors and counselors in customer service centers.
  • the consultation management server 200 may request information necessary for membership registration, and may create, upload, and post certain consultation contents to each customer through the chat management module 235 in the chat server 230. Allocate a personal chat page as a free space.
  • the consultation management server is to maintain the security of the customer information and the consultation content of the customer, and manages to be updated.
  • the consultation menu module 220 provides a consultation menu order window for each customer consultation center server (for example, KEPCO server 300) registered as a member as illustrated in (a) of FIG. Check through the consultation management server (200). That is, the customer can select the consultation menu of the KEPCO server through the consultation menu order window.
  • customer consultation center server for example, KEPCO server 300
  • the customer can select the consultation menu of the KEPCO server through the consultation menu order window.
  • the customer selects, for example, "real-time consultation” of the consultation menu, as shown in (b) of FIG. 3, a detailed and detailed menu corresponding to the real-time consultation menu "chat consultation", "chat reservation” , "FQA view”, "text counseling", “customer counseling center connection”, "photo complaints” such as providing a menu again, the selected menu can be confirmed through the consultation management server (200).
  • the real-time counseling menu provides "mail counseling” or “sign language counseling”, etc. to satisfy the selective diversity of counseling and provide convenience to use the time zone without the counselor or the time required by the customer, In order to enable real-time consultation by sign language through the character.
  • the consultation management server 200 may be provided with a simple payment module (PM) for providing a "pay billing" menu to the consultation menu and executing it.
  • the simple payment module (PM) confirms that the customer is connected to the customer information DB and the user information DB when the customer enters personal information such as a barcode or QR code individually notified to the customer regarding a password or a fee. After determining whether the fee is due or is paying the regular fee, the fee payment completion procedure is performed.
  • the chat management module 235 configuring the chat server 230 receives and manages customer subscription information transmitted from the customer terminal 100.
  • Customer information may include personal information such as the customer's name, age, address, telephone number, mail address, and the like. Such customer information is stored and managed in the customer information DB 282 constituting the DB server 280.
  • a personal chat page is assigned to customers who have registered as members.
  • the personal chat page is a space for displaying consultation contents such as posts, photos, and videos that each customer writes, inputs, and uploads through the terminal, such as a blog or a mini homepage.
  • the consultation contents created, input and uploaded by each customer are stored and managed in the consultation contents DB 284 of the DB server 280.
  • the customer information DB 282 may also be linked with the user information DB 320 and the consultation contents DB 284.
  • the customer and the counselor share the consultation contents consulted by the customer through the consultation contents management module 240 or the questions and answers collected and arranged through the web information management module 260 through the consultation management module 250.
  • the consultation contents management unit constituting the consultation contents management module 240 manages the contents consulted by the customer and the contents answered by the agent by category
  • the web information management module 260 is collected through the Internet. Organize and manage the questions and answers organized into categories.
  • the consultation content management module 240 in order to classify the information and / or category related to the consultation content consulted by the customer, it is possible to prepare the information, such as the key word, identifier, keyword of interest.
  • the information such as the key word, identifier, keyword of interest.
  • the present invention is in no way limited to this search method.
  • the consultation contents management unit classifies and manages the categories based on tag information such as categories, main words, keywords, and the like.
  • the counseling contents management unit generates a separate identifier for each icon linked to each counseling contents, and divides the information by categories, for example, a separate space operated by the counseling management server 200, for example, counseling contents DB ( In operation 284, the information may be stored and managed by category.
  • the contents of the counseling contents stored in the counseling contents management module 240 may be searched through an automatic search or a manual search means by an agent in counseling, when a client requests a consultation through chat, text, or e-mail similar to the stored information. It is possible to present to the customer through the automatic search unmanned system even if the customer requests a consultation during the time when the consultation service with the counselor is not provided.
  • the counseling management unit of the counseling management module 250 presents the consulted customer or the customer information or the content consulted by the counselor terminal 400, and the content of the counselor of the selected counselor terminal 400 to the customer terminal ( 100) to manage the consultation chat in real time between the customer and the counselor.
  • the web information management unit of the web information management module 260 collects and organizes known questions and answers on the web portal and stores them in the web information DB 286 for each category so that they can be searched by search terms. Manage to be transmitted to the terminal 400 or the customer terminal 100.
  • Integrated message server 270 may be divided into a mail server or a message server.
  • the mail server transmits the consultation request data from the client terminal to the mail of the agent terminal or the counseling management server 200, sends the consultation response content from the agent terminal to the mail of the client terminal, or sends the consultation data to the customer. It can be sent by e-mail of the counselor terminal input from the terminal.
  • the message server transmits a consultation request according to an instruction from the client terminal to the counselor terminal in a short form, transmits a consultation response content from the counselor terminal to the client terminal in a short form, or sends consultation data from the client terminal in a short form. It can be transmitted to the input counselor terminal.
  • the consultation management server 200 when the customer selects and clicks 'Chat reservation' (B) in the consultation menu to schedule a consultation, as shown in (a) to (e) of FIG. 6 sequentially, the consultation management server 200. Is transmitted from the regional center information DB 370 of the KEPCO server 300 linked to the customer to the customer so that the customer can select the specific KEPCO center (eg, Samsung Electronics Service). If you select Gangbyeon Techno Center), an icon showing the sequence waiting number for the KEPCO Center is created and sent to the customer. If the customer clicks the icon and selects it, it provides the waiting person information with the request for consultation and provides a pop-up button to select whether or not to continue requesting the request for reservation after the customer confirms the waiting person. When the customer completes the reservation application by clicking the YES button, a waiting table with a sequence waiting number is issued and the remaining waiting time can be displayed.
  • the specific KEPCO center eg, Samsung Electronics Service.
  • KEPCO server 300 is a public server that provides electricity-related information, and includes a user information DB 320 and a regional center information DB 370 for storing and managing customer information.
  • the KEPCO server is taken as an example, but the present invention is not limited thereto, and it can be applied to a customer service center server that provides various services.
  • the counselor terminal 400 is configured as an agent terminal of a plurality of counselors in a customer service center. As illustrated in FIGS. 4 and 5, each agent terminal displays a plurality of pop-up windows, that is, a first pop-up window, a second pop-up window, and a chat.
  • the display is divided into a window and a third pop-up window, and the first pop-up window displays a list of a plurality of customers who have a consultation request through the consultation management server, and displays whether the consultation is in progress and waiting time.
  • the second pop-up window displays information on the customer currently chatting among the plurality of customers and divides the consultation in real time through the chat window.
  • the search information data of the web portal is displayed together with the search word field.
  • FIG. 4 only one second pop-up window is illustrated, but is not limited thereto.
  • a counselor may chat with a plurality of customers at the same time.
  • FIG. 7 is a flowchart illustrating a real-time customer consultation service method through a data communication network according to an embodiment of the present invention.
  • the customer information management unit of the customer information management module 210 of the consultation management server 200 may be a customer.
  • the subscription information is received from the terminal 100, it is determined whether the received subscription information is a registered customer and the access is approved.
  • the counseling management server 200 selects the counselor terminal 400 and transmits the customer information to the selected counselor terminal 400.
  • chat server 230 and the integrated message server 270 are activated to allow the customer to chat in real time with the selected agent.
  • the customer terminal 100 provides customer information of the customer terminal to the counseling management server 200 so that the counseling management server 200 can determine which counselor terminal 400 is selected and which consultation is formed with which customer.
  • the provided customer information may include various information related to consultation, such as electricity rate information, electricity usage.
  • the selected agent terminal 400 divides the screen into a plurality of pop-up windows, displays a list of customers with a consultation request in the first pop-up window, and displays the information on the customer currently chatting in the second pop-up window. Watch the conversation through the chat window in real time.
  • the counselor puts the search term of the counseling contents into the search term field of the third pop-up window and searches. Drag the result or copy the result to the chat window to inform the customer (S80).
  • the customer's counseling content is repeated counseling content, or if the answer data is accumulated mainly in the content of the inquiry, the answer to the counseling content is displayed in the chat window automatically provided to the customer by switching to the automatic response text system. You can do that.
  • the automatic response text system is to provide the text constituting the consultation content in the search word field and to read and provide the consultation response results from the DB server 280.
  • the present invention can solve the problems caused by the unkindness of the customer or the agent without a direct telephone call, enabling the customer to check the consultation with a PC or smartphone and the consultation is automatically secured and updated, and without having to call It is a service system that can be consulted in real time regardless of time and place with only text and photo upload email, so it can be applied to various fields that provide counseling services.

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Abstract

The present invention relates to a system and method for a real-time customer consultation service through a data communication network. The system comprises: a plurality of customer terminals (100) connectable to a network; a communication network; a consultation management server (200) for managing a customer who has subscribed as a member through the customer terminal, and enabling real-time consultation between the customer and a consultant; and a plurality of consultant terminals (400) which are linked to the consultation management server and which provide real-time consultation to a plurality of customers who make a request for consultation through the consultation management server. The method comprises the steps of: when a customer information management unit of a customer information management module (210) of the consultation management server (200) receives subscription information from the customer terminal (100), determining whether the received subscription information corresponds to a registered customer and granting the customer terminal's access; when a consultation menu in a consultation menu list is selected by the customer terminal (100) to which access has been granted, selecting a consultant terminal (400) and transmitting the customer information to the selected consultant terminal (400) by the consultation management server (200); and when the customer and the consultant are connected, activating a chat server (230) and a unified messaging server (270) so as to allow the customer to chat and consult with the selected consultant in real time.

Description

데이터통신망을 통한 실시간 고객상담 서비스 시스템 및 방법Real-time customer consultation service system and method through data communication network
본 발명은 실시간 고객상담 서비스 시스템 및 방법에 관한 것으로서, 보다 상세하게는 ＰＣ 또는 모바일 인터넷을 이용하여 실시간으로 고객과 상담원간의 상담서비스가 이루어지도록 구성된 데이터 통신망을 통한 실시간 고객상담 서비스 시스템 및 방법에 관한 것이다. The present invention relates to a real-time customer consultation service system and method, and more particularly, to a real-time customer consultation service system and method through a data communication network configured to perform a consultation service between a customer and an agent in real time using a PC or a mobile Internet. will be.
일반적으로, 고객상담센터 서비스는 자동 응답을 이용하여 고객에게 자동화된 음성 안내를 제공하거나, 상담원과 전화 연결을 통하여 고객에게 세분화되고 자세한 상담 서비스를 제공할 수 있도록 한다.In general, customer service centers can provide automated voice guidance to customers using automated responses, or provide detailed and detailed counseling services to customers through telephone connections with counselors.
종래의 고객상담센터 서비스는 주로 전화상으로 이루어졌기 때문에 음성으로만 안내 서비스가 제공될 수밖에 없었고, 고객과 상담원이 화면 등을 공유하며 상담을 제공할 수 없었기 때문에 상세하고 이해하기 쉬운 상담이 제공될 수 없는 단점 및 고객과 상담원이 일일이 직접 전화통화로 문제를 해결함으로 인하여 상담내용이나 상황에 따라 언쟁이 발생하거나 불친절해 지는 문제점이 있었다.Conventional customer service center services were mainly provided over the telephone, so the service was inevitably provided only by voice, and because the customer and the agent could not share the screen and provide counseling, detailed and easy to understand counseling could be provided. There was a problem that the customer and the counselor can not solve the problem by direct phone call, which caused disputes or unkindness depending on the contents or situation of the consultation.
또한, 종래의 상담 콜 서비스가 컴퓨터를 이용하여 제공되기도 하는데, 이때는 컴퓨터 서버에 고객이 로그인한 후 게시판에 질의사항을 등록하면 이를 확인한 상담원이 해당 질문에 회신하고, 고객은 일정시간 지나 이를 확인한 후 다시 의문사항을 질의하고 그에 대해 상담사는 또다시 응답회신하여야 하는 등 실시간으로 민원처리가 되지 않는데 대한 불편한 점이 있으며, 1:1상담에 따라 대기시간이 오래 걸린다는 점과 정규상담시간 이외에는 상담을 받을 수 없는 점이 문제였다.In addition, a conventional counseling call service may be provided by using a computer. In this case, when a customer logs in to a computer server and registers a questionnaire on a bulletin board, an agent who checks this answers a corresponding question and the customer checks it after a certain time. There are inconveniences of not being able to handle complaints in real time, such as asking questions again and responding to them again. It was a problem.
이와 같은 문제를 해결하기 위하여, 한국등록특허 제10-1167574호에는 고객이 콜센터로 음성 호를 발신하거나 또는 콜센터로부터 걸려오는 음성 호를 수신하는 것만으로 콜센터와 관련된 정보를 수신하여 화면에 디스플레이함으로써 고객이 음성뿐만 아니라 화면으로 콜센터 정보를 확인할 수 있는 방법을 제공하고 있다. 그러나 이 방법은 고객과 상담원이 음성통화를 하면서 상담하여야 하므로, 상담원이 피로해지거나 동일한 시간대에 많은 고객과 상담이 가능하지 않으므로, 상대적으로 대기시간이 길어지는 문제가 있다.In order to solve such a problem, Korean Patent No. 10-1167574 discloses that a customer receives information related to a call center and displays on a screen only by receiving a voice call from a call center or receiving a voice call from a call center. Not only this voice but also the screen provides a way to check the call center information. However, in this method, since the customer and the counselor should consult while making a voice call, the counselor becomes tired or cannot consult with many customers at the same time, and thus there is a problem that the waiting time is relatively long.
또한, 종래 상담 콜 서비스는 다수의 고객에게 발생되는 동일문제에도 상담신청 고객에게 일일이 응대하여야 하므로 이에 따른 시간적낭비 뿐만 아니라, 상담원의 피로가 누적되어 불친절을 유발하는 문제점도 있었다.In addition, the conventional counseling call service has to deal with the same customer affairs caused by a number of customers, so that not only wasted time, but also fatigue caused by the fatigue of the counselor, there was a problem causing unkindness.
본 발명은 상기와 같은 문제점을 감안하여 안출된 것으로, 본 발명의 목적은 직접적인 전화통화 없이도 고객이나 상담사의 불친절에 따른 문제점을 해결할 수 있도록, 고객이 회원가입하여 채팅을 신청하면 상담관리서버는 자동으로 회원전용 아이콘을 생성시켜서 고객으로 하여금 상담내용을 PC나 스마트폰으로 확인가능하도록 하고 상담내용은 자동으로 보안 및 업데이트되며 전화를 하지 않고도 채팅이나 문자, 사진업로드 이메일만으로도 시간, 장소에 구애없이 실시간으로 상담이 가능한 서비스 시스템 및 방법을 제공함에 있다. The present invention has been made in view of the above problems, the object of the present invention is to solve the problems caused by the unkindness of the customer or counselor without a direct telephone call, if the customer subscribes to apply for a chat management server automatically By creating a member-only icon, the customer can check the contents of the consultation with a PC or a smartphone, and the contents of the consultation are automatically secured and updated. The present invention provides a service system and method capable of consulting.
또한, 본 발명의 다른 목적은 고객상담센터 상담원이 고객마다의 상담내용에 따라, DB에 기저장된 해당분야별 FQA리스트로부터 유사 FQA를 검색 및 수정보완하여 제공할 수 있도록 구성함으로써 고객에게 실시간으로 상담서비스를 제공할 수 있도록 함에 있다.In addition, another object of the present invention is the customer service center counselor in accordance with the consultation content for each customer, by providing a similar FQA from the FQA list for each field previously stored in the DB to provide a consulted service to customers in real time To be able to provide
이러한 기술적 과제를 달성하기 위해, 본 발명에 따른 데이터통신망을 통한 실시간 고객상담 서비스 시스템은,In order to achieve this technical problem, a real-time customer consultation service system through a data communication network according to the present invention,
네트워크에 연결가능한 다수의 고객 단말기(100); 통신망; 상기 고객 단말기를 통하여 회원으로 가입된 고객을 관리하며, 고객과 상담원 사이의 실시간 상담이 성사되도록 하는 상담관리서버(200); 및 상기 상담관리서버와 연동되며, 상기 상담관리서버를 통해 상담요청이 있는 다수의 고객과 실시간으로 상담하는 다수의 상담원 단말기(400);를 포함하여 구성되며,A plurality of customer terminals 100 connectable to a network; communications network; A counseling management server 200 for managing a customer who is registered as a member through the client terminal and allowing real-time counseling between the client and a counselor to be completed; And a plurality of counselor terminals 400 interworking with the counseling management server and consulting in real time with a plurality of customers having a counseling request through the counseling management server.
상기 상담관리서버(200)는 The consultation management server 200
상기 고객 단말기(100), 상담원 단말기(400), 및 한전 서버(300)와의 통신을 통한 접속이 가능하게 구현되는 통신 인터페이스(290); A communication interface 290 implemented to allow connection through communication with the customer terminal 100, the counselor terminal 400, and the KEPCO server 300;
상기 고객 단말기(100)를 통해 회원가입한 고객에 전용 아이콘을 생성시키고 고객의 정보를 관리하는 고객정보 관리모듈(210); A customer information management module 210 for creating a dedicated icon for a customer registered through the customer terminal 100 and managing customer information;
상기 고객 단말기(100)를 통한 상담메뉴 선택을 할 수 있도록 하는 상담 메뉴모듈(220); A consultation menu module 220 for selecting a consultation menu through the customer terminal 100;
상기 고객 단말기(100)를 통한 상담 작성 및 상기 상담원 단말기(400)를 통한 상담답변작성 및 상담자료 업로드를 가능하게 하는 채팅 서버(230); Chat server 230 to enable the creation of the consultation through the customer terminal 100 and upload the consultation response and consultation data through the counselor terminal 400;
고객이 상담한 내용을 상기 고객 단말기(100) 및 상담원 단말기(400)와 공유하도록 설정하는 상담내용 관리모듈(240);A counseling contents management module 240 configured to share the contents consulted by the client with the client terminal 100 and the counselor terminal 400;
상담한 고객 또는 고객정보 및 고객이 상담한 내용을 상기 상담원 단말기(400)로 제시하고 상담원이 답변한 내용을 상기 고객 단말기(100)로 제시하여, 고객과 상담원 사이의 실시간 상담이 이루어지도록 하는 상담관리모듈(250);Counseling to present a consultation customer or customer information and contents consulted to the counselor terminal 400 and to present a response from the counselor to the client terminal 100 so that real-time consultation between a customer and an agent is performed. Management module 250;
웹 포털상의 질의답변사항을 수집 및 정리하여 상기 상담원 단말기(400)로 전송하는 웹정보 관리모듈(260);A web information management module 260 for collecting and organizing questions and answers on a web portal and transmitting the collected questions to the counselor terminal 400;
다수의 상기 고객 단말기(100)와 상담관리서버(200) 또는 고객 단말기(100)와 상담원 단말기(400) 또는 상담원 단말기(400)와 상담관리서버(200) 사이에서의 데이터의 전송 및 수신을 관리하는 통합메시지 서버(270); 및Managing the transmission and reception of data between the plurality of customer terminals 100 and the counseling management server 200 or the client terminal 100 and the counselor terminal 400 or the counselor terminal 400 and the counseling management server 200. An integrated message server 270; And
상기 채팅 서버(230), 상담내용 관리모듈(240), 상담관리모듈(250) 및 웹정보 관리모듈(260)과 연동하여 고객정보 및 상담내용 정보를 저장하고 관리하는 DB서버(280);를 포함하여 구성되는 것을 특징으로 한다.DB server 280 for storing and managing customer information and consultation content information in connection with the chat server 230, consultation content management module 240, consultation management module 250 and the web information management module 260; Characterized in that it comprises a.
또한, 본 발명에 따른 데이터통신망을 통한 실시간 고객상담 서비스 시스템에서, 상기 상담 메뉴모듈(220)은  In addition, in the real-time customer consultation service system via a data communication network according to the present invention, the consultation menu module 220 is
고객이 회원으로 가입한 서버에 대한 상담메뉴 주문창을 제공하며, 고객으로부터 선택된 상담메뉴를 상담관리서버(200)를 통해 확인하고,Provides a consultation menu order window for the server the customer has registered as a member, and confirms the consultation menu selected from the customer through the consultation management server (200),
선택된 상담메뉴를 클릭시 이에 해당되는 상세한 메뉴를 제공하며, 선택된 메뉴를 상담관리서버(200)를 통해 확인하는 것을 특징으로 한다.When the selected consultation menu is clicked, a detailed menu corresponding thereto is provided, and the selected menu is checked through the consultation management server 200.
또한, 본 발명에 따른 데이터통신망을 통한 실시간 고객상담 서비스 시스템에서, 상기 채팅 서버(230)는  In addition, in the real-time customer service system through the data communication network according to the present invention, the chat server 230 is
상기 고객 단말기(100)로부터 전송된 고객 가입 정보를 전달받아 이를 관리하는 채팅 관리 모듈(235)을 포함하며,It includes a chat management module 235 for receiving and receiving customer subscription information transmitted from the customer terminal 100,
상기 고객 가입 정보는 상기 DB서버(280)를 구성하는 고객 정보 DB(282)에 저장, 관리되는 것을 특징으로 한다.The customer subscription information is stored and managed in the customer information DB 282 constituting the DB server 280.
또한, 본 발명에 따른 데이터통신망을 통한 실시간 고객상담 서비스 시스템에서, 상기 상담내용 관리모듈(240)은  In addition, in the real-time customer consultation service system through a data communication network according to the present invention, the consultation content management module 240 is
고객이 상담한 내용 및 상담원이 답변한 내용을 카테고리로 구분하여 상담내용DB(284)에 저장관리하고, 상담원 단말기(400) 또는 고객 단말기(100)로 전송되도록 관리하는 상담내용 관리부를 포함하여 구성되는 것을 특징으로 한다.The contents of the consultation and the contents of the counselors are divided into categories and stored in the consultation contents DB 284, and the consultation contents management unit manages to be transmitted to the agent terminal 400 or the customer terminal 100. It is characterized by.
또한, 본 발명에 따른 데이터통신망을 통한 실시간 고객상담 서비스 시스템에서, 상기 웹정보 관리모듈(260)은  In addition, in the real-time customer consultation service system through a data communication network according to the present invention, the web information management module 260 is
웹 포털상에 공지되어 있는 질의사항 및 이에 대한 답변사항을 수집 및 정리하여 검색어로 검색될 수 있도록 카테고리별로 웹정보 DB(286)에 저장관리하고, 상담원 단말기(400) 또는 고객 단말기(100)로 전송되도록 관리하는 웹정보 관리부를 포함하여 구성되는 것을 특징으로 한다.Collect and organize the questions and answers that are known on the web portal and store them in the web information DB (286) for each category so that they can be searched by the search terms, and to the agent terminal 400 or the customer terminal 100 Characterized in that it comprises a web information management unit for managing to be transmitted.
또한, 본 발명에 따른 데이터통신망을 통한 실시간 고객상담 서비스 시스템에서, 상기 통합메시지 서버(270)는  In addition, in the real-time customer consultation service system through a data communication network according to the present invention, the integrated message server 270 is
메일 서버 또는 메시지 서버를 포함하여 구성되며,Configured to include mail servers or message servers,
상기 메일서버에서는 상기 고객 단말기로부터의 상담요청 데이터를 상기 상담원 단말기의 메일로 전송하거나, 상담원 단말기로부터의 상담답변내용을 고객 단말기의 메일로 전송하거나, 또는 상담 데이터를 상기 고객 단말기로부터 입력된 상기 상담원 단말기의 메일로 전송하며,The mail server transmits the consultation request data from the client terminal to the mail of the counselor terminal, sends the consultation response contents from the counselor terminal to the mail of the client terminal, or sends the consultation data from the client terminal. Send by e-mail on the device,
상기 메시지 서버는 상기 고객 단말기로부터의 지시에 따른 상담 요청을 단문 형태로 상담원 단말기로 전송하거나, 상담원 단말기로부터의 상담답변내용을 단문 형태로 고객 단말기로 전송하거나, 또는 상담 데이터를 단문형태로 고객 단말기로부터 입력된 상담원 단말기로 전송하는 것을 특징으로 한다.The message server transmits a consultation request according to the instruction from the client terminal to the counselor terminal in short form, transmits the consultation response contents from the counselor terminal to the client terminal in short form, or sends the consultation data in short form to the client terminal. Characterized in that the transmission to the counselor terminal input from.
또한, 본 발명에 따른 데이터통신망을 통한 실시간 고객상담 서비스 시스템에서, 상기 상담원 단말기(400)는  In addition, in the real-time customer consultation service system through a data communication network according to the present invention, the counselor terminal 400 is
화면을 제1 팝업창, 제2 팝업창, 채팅창 및 제3 팝업창으로 분할하여 표시할 수 있으며, 상기 제1 팝업창에는 상기 상담관리서버를 통해 상담요청이 있는 다수의 고객 리스트를 표시하되 상담중인지 여부와 대기시간을 함께 표시하고, 상기 제2 팝업창에는 다수의 고객 중 현재 채팅중인 고객에 대한 정보를 표시하고 채팅창을 통해 상담을 실시간으로 나누며, 상기 제3 팝업창에는 웹포탈의 검색정보자료가 검색어필드와 함께 표시되는 것을 특징으로 한다.The screen may be divided into a first pop-up window, a second pop-up window, a chat window, and a third pop-up window, and the first pop-up window may display a plurality of customer lists with a consultation request through the consultation management server, Display the waiting time together, the second pop-up window displays the information on the current chat among the plurality of customers and chat through the chat window in real time, the third pop-up window search information data of the web portal is the search field It is characterized by being displayed with.
또한, 본 발명에 따른 데이터통신망을 통한 실시간 고객상담 서비스 시스템에서, 상기 제2 팝업창은 다수개 구비되어, 상담원이 동시에 다수 고객과 채팅이 가능하도록 구성된 것을 특징으로 한다. In addition, in the real-time customer consultation service system through a data communication network according to the present invention, the second pop-up window is provided with a plurality, characterized in that the counselor is configured to chat with multiple customers at the same time.
또한, 본 발명에 따른 데이터통신망을 통한 실시간 고객상담 서비스 시스템에서, 상기 상담관리서버(200)는  In addition, in the real-time customer consultation service system through a data communication network according to the present invention, the consultation management server 200 is
상기 고객 단말기(100)가 상담을 예약할 수 있도록 상기 한전서버(300)의 지역센터정보DB(370)와 연동하여 고객의 거주지 근처 지역의 한전센터 정보를 고객에게 전송하여 고객이 선택할 수 있도록 하며, 고객이 선택한 한전센터에 대하여 순서대기번호가 표시된 아이콘을 생성하여 고객에게 전송하고 고객의 예약 신청이 완료되면, 순서대기번호가 기입된 대기표를 발급하는 것을 특징으로 한다.In connection with the regional center information DB 370 of the KEPCO server 300 so that the customer terminal 100 can schedule a consultation, the customer terminal 100 transmits the KEPCO center information of the region near the customer's residence to the customer for selection. In addition, the customer generates an icon displaying the order waiting number for the KEPCO selected by the customer and transmits to the customer. When the reservation request of the customer is completed, the waiting table with the order waiting number is characterized in that it is issued.
또한, 본 발명에 따른 데이터통신망을 통한 실시간 고객상담 서비스 시스템에서, 상기 상담관리서버(200)는  In addition, in the real-time customer consultation service system through a data communication network according to the present invention, the consultation management server 200 is
결제모듈(PM)을 더 구비하여, 고객이 비밀번호나 고객에게 개별통지된 바코드나 QR코드의 개인정보를 입력하면 상기 고객정보 관리모듈이 고객정보DB 및 DB서버와 연계하여 해당 고객임을 확인하고 미납요금납부인지 또는 정기요금납부인지 판단한 후 요금납부 완료절차가 수행되도록 하는 것을 특징으로 한다.Also provided with a payment module (PM), when the customer enters the personal information of the barcode or QR code individually notified to the customer, the customer information management module is linked to the customer information DB and DB server to confirm that the customer is not paid After determining whether the payment is a fee or a regular payment is characterized in that the fee payment completion procedure is performed.
또한, 본 발명에 따른 데이터통신망을 통한 실시간 고객상담 서비스 방법은,  In addition, the real-time customer consultation service method through a data communication network according to the present invention,
상담관리서버(200)의 고객정보 관리모듈(210)의 고객 정보 관리부가 고객 단말기(100)로부터 가입정보를 수신하면 수신한 가입정보가 등록된 고객인지를 판단하여 접속을 승인하는 단계;When the customer information management unit of the customer information management module 210 of the consultation management server 200 receives the subscription information from the customer terminal 100, determining whether the received subscription information is a registered customer and approving access;
접속이 승인된 고객 단말기(100)로부터 상담메뉴 목록의 상담메뉴가 선택되면, 상담관리서버(200)는 상담원 단말기(400)를 선택하여 고객 정보를 선택된 상담원 단말기(400)로 전송시키는 단계; 및When the consultation menu of the consultation menu list is selected from the customer terminal 100 is approved for access, the counseling management server 200 selects the counselor terminal 400 and transmits customer information to the selected counselor terminal 400; And
고객과 상담원이 연결되면, 채팅 서버(230)와 통합메시지 서버(270)를 활성화시켜 고객이 선택된 상담원과 실시간으로 채팅상담을 하도록 하는 단계;를 포함하여 구성되며, When the customer and the agent is connected, enabling the chat server 230 and the integrated message server 270 to enable the customer to chat in real time with the selected agent;
상기 고객 단말기(100)는 상담관리서버(200)에 고객 단말기의 고객정보를 제공하여 상담관리서버(200)가 어느 상담원 단말기(400)가 선택되어 어느 고객과 상담이 형성된 것인지를 파악할 수 있도록 하는 것을 특징으로 한다.The customer terminal 100 provides customer information of the customer terminal to the counseling management server 200 so that the counseling management server 200 can determine which counselor terminal 400 is selected and which counseling is formed. It is characterized by.
또한, 본 발명에 따른 데이터통신망을 통한 실시간 고객상담 서비스 방법에서,  In addition, in the real-time customer consultation service method through a data communication network according to the present invention,
상기 선택된 상담원 단말기(400)는 화면을 다수개의 팝업창으로 분할하여,The selected counselor terminal 400 divides the screen into a plurality of pop-up windows,
상담요청이 있는 고객의 리스트를 제1 팝업창에 표시하고, In the first pop-up window, a list of customers with consultation requests is displayed.
현재 채팅중인 고객에 대한 정보를 제2 팝업창에 표시한 상태에서 정보를 보면서 채팅창을 통해 상담을 실시간으로 나누며, In the second pop-up window with information about the customer currently chatting, while viewing the information, the consultation in real time through the chat window,
웹 포털의 검색정보를 제3 팝업창에 표시하여 상담내용의 검색어를 넣고 검색하여 그 결과를 채팅창에 드래그인 또는 복사하여 고객에게 알려주는 것을 특징으로 한다.The search information of the web portal is displayed on the third pop-up window, and the search word is inserted into the search content, and the result is dragged or copied to the chat window to inform the customer.
상기와 같은 본 발명에 따르면, 직접적인 전화통화 없이도 채팅이나 문자, 사진업로드 이메일만으로도 시간, 장소에 구애없이 실시간으로 상담이 가능한 효과가 있다. According to the present invention as described above, there is an effect that can be consulted in real time, regardless of time and place, just chat, text, photo upload email without a direct telephone call.
또한, 본 발명은 고객상담센터 상담원이 DB에 기저장된 해당분야별 FQA리스트로부터 유사 FQA를 검색 및 수정보완하여 제공할 수 있으므로 상담내용에 구애없이 고객에게 실시간으로 상담서비스를 제공할 수 있는 효과가 있다. In addition, the present invention has the effect that the customer service center counselor can provide a similar FQA from the FQA list for each field previously stored in the DB and can provide the information to the customer in real time regardless of the contents of the consultation. .
도 1은 본 발명의 일실시예에 따른 데이터통신망을 통한 실시간 고객상담 서비스 시스템을 개념적으로 도시한 전체 구성도, 1 is an overall configuration diagram conceptually showing a real-time customer service system through a data communication network according to an embodiment of the present invention;
도 2는 본 발명의 일실시예에 따른 실시간 고객상담 서비스 시스템에서 고객과 상담원이 동일화면에서 채팅하면서 실시간으로 상담이 이루어지는 과정을 개략적으로 도시한 도면, 2 is a view schematically showing a process in which a consultation is performed in real time while a customer and an agent chat on the same screen in a real-time customer consultation service system according to an embodiment of the present invention;
도 3의 (a),(b)는 고객 단말기에 설치된 상담관리서버의 상담메뉴의 일실시예를 나타내는 도면, 3 (a), (b) is a view showing an embodiment of a consultation menu of the consultation management server installed in the customer terminal,
도 4는 도 3(b)의 A를 클릭하여 고객과 상담원이 상담하는 일실시예를 나타낸 상담원 단말기의 화면을 보여주는 도면,4 is a view showing a screen of the agent terminal showing an embodiment in which a customer and an agent consult by clicking A of FIG. 3 (b);
도 5는 다수의 고객과 상담원이 상담하는 일실시예를 나타낸 상담원 단말기의 화면을 보여주는 도면,5 is a diagram illustrating a screen of an agent terminal showing an embodiment in which a plurality of customers and an agent consult;
도 6은 도 3(b)의 B를 클릭하여 고객이 상담을 예약하는 일실시예를 나타낸 고객 단말기의 화면을 보여주는 도면,6 is a view showing a screen of a customer terminal showing an embodiment in which a customer schedules a consultation by clicking B of FIG. 3 (b);
도 7은 본 발명의 일실시예에 따른 데이터통신망을 통한 실시간 고객상담 서비스 방법에 관한 전체 흐름도.7 is a flowchart illustrating a real-time customer consultation service method through a data communication network according to an embodiment of the present invention.
본 발명의 구체적 특징 및 이점들은 첨부도면에 의거한 다음의 상세한 설명으로 더욱 명백해질 것이다. 이에 앞서 본 발명에 관련된 공지 기능 및 그 구성에 대한 구체적인 설명이 본 발명의 요지를 불필요하게 흐릴 수 있다고 판단되는 경우에는, 그 구체적인 설명을 생략하였음에 유의해야 할 것이다.Specific features and advantages of the present invention will become more apparent from the following detailed description based on the accompanying drawings. In the meantime, when it is determined that the detailed description of the known functions and configurations related to the present invention may unnecessarily obscure the subject matter of the present invention, it should be noted that the detailed description is omitted.
도 1은 본 발명의 일실시예에 따른 데이터통신망을 통한 실시간 고객상담 서비스 시스템을 개념적으로 도시한 전체 구성도, 도 2는 본 발명의 일실시예에 따른 실시간 고객상담 서비스 시스템에서 고객과 상담원이 동일화면에서 채팅하면서 실시간으로 상담이 이루어지는 과정을 개략적으로 도시한 도면, 도 3의 (a),(b)는 고객 단말기에 설치된 상담관리서버의 상담메뉴의 일실시예를 나타내는 도면, 도 4는 도 3(b)의 A를 클릭하여 고객과 상담원이 상담하는 일실시예를 나타낸 상담원 단말기의 화면을 보여주는 도면, 도 5는 다수의 고객과 상담원이 상담하는 일실시예를 나타낸 상담원 단말기의 화면을 보여주는 도면, 도 6의 (a),(b),(c),(d),(e)는 도 3(b)의 B를 클릭하여 고객이 상담을 예약하는 일실시예를 나타낸 고객 단말기의 화면을 보여주는 도면, 도 7은 본 발명의 일실시예에 따른 데이터통신망을 통한 실시간 고객상담 서비스 방법에 관한 전체 흐름도이다.1 is an overall configuration diagram illustrating a real-time customer service system through a data communication network according to an embodiment of the present invention, Figure 2 is a customer and counselor in a real-time customer service system according to an embodiment of the present invention Figure 3 schematically shows a process of real-time consultation while chatting on the same screen, Figures 3 (a), (b) is a view showing an embodiment of the consultation menu of the consultation management server installed in the customer terminal, Figure 4 Figure 3 (b) is a view showing a screen of the agent terminal showing an embodiment of the customer and the agent counseling by clicking A, Figure 5 is a screen of the agent terminal showing an embodiment of the consultation with a plurality of customers and agents 6 (a), (b), (c), (d), and (e) of FIG. 6 illustrate a case in which a customer schedules a consultation by clicking B of FIG. 3 (b). Figure showing the screen, Figure 7 The entire flow chart of the real-time customer consultation service method through a data communication network according to an embodiment of the present invention.
도 1 은 본 발명에 따른 데이터통신망을 통한 실시간 고객상담 서비스 시스템을 개념적으로 도시한 전체 구성도로서, 도시된 바와 같이 고객 단말기(100), 상담관리서버(200), 한전 서버(300) 및 상담원 단말기(400)를 포함하여 이루어진다. 1 is a schematic diagram showing a conceptual diagram of a real-time customer consultation service system through a data communication network according to the present invention. As shown, a customer terminal 100, a consultation management server 200, a KEPCO server 300, and a counselor It comprises a terminal 400.
고객 단말기(100)는 음성통화 및 데이터통신망을 통한 데이터통신이 가능하며 정보처리가 가능한 단말기로서, 관리서버를 통하여 상담을 받고자 하는 고객은 각각 자신이 제어할 수 있는 고객 단말기를 이용하여 인터넷이나 무선통신망과 같은 통신망(네트워크)을 통하여 상담관리서버(200)에 접속할 수 있다. 고객 단말기(100)는 네트워크에 연결가능한 임의의 단말기 일수 있는데, 상담관리서버(200)나 인터넷 웹, 한전(kepco) 서버(300)를 포함한 다양한 웹에 접속이 가능한 스마트 폰, 태블릿 PC 등을 포함하는 컴퓨터 장치를 포함한다. 또한, 실시간 상담을 수행하기 위한 어플리케이션(App)이 설치되어 있으며, 이러한 어플리케이션(App)은 앱 스토어로부터 다운로드 받아 설치될 수 있다. The customer terminal 100 is a terminal capable of data communication through a voice call and a data communication network and capable of processing information, and each customer who wants to receive a consultation through a management server uses a customer terminal that can be controlled by the Internet or wirelessly. The consultation management server 200 may be connected through a communication network such as a communication network. Customer terminal 100 may be any terminal that can be connected to the network, including a smart phone, tablet PC, etc. that can be connected to a variety of web, including the consultation management server 200, the Internet web, KEPCO server (300) Computer device. In addition, an application (App) for performing real-time consultation is installed, and such an application (App) may be downloaded and installed from the app store.
고객 단말기(100)로부터 접속될 수 있는 상담관리서버(200)는 크게 고객 단말기(100), 상담원 단말기(400), 및 한전 서버(300)와의 통신을 통한 접속이 가능하게 구현되는 통신 인터페이스(290)와, 고객 단말기(100)를 통해 회원가입, 승인 및 상담신청한 고객에 전용 아이콘을 생성시키고 아이콘과 함께 고객의 정보를 관리하는 고객정보 관리모듈(210)과, 고객 단말기(100)를 통한 상담메뉴 선택을 할 수 있도록 하는 상담 메뉴모듈(220)과, 고객 단말기(100)를 통한 상담 작성, 상담원 단말기(400)를 통한 상담답변작성 및 상담자료 업로드를 가능하게 하는 채팅 서버(230)와, 고객이 상담한 내용을 고객 단말기(100)로부터의 지시, 명령에 의하여 상담원 단말기(400)와 공유하도록 설정하는 상담내용 관리모듈(240)과, 상담한 고객 또는 고객정보 및 고객이 상담한 내용을 상담원 단말기(400)로 제시하고 상담원이 답변한 내용을 고객 단말기(100)로 제시하는 방법을 통해 고객과 상담원 사이의 실시간 상담이 성사되도록 하는 상담 관리모듈(250)과, 웹포털상의 질의사항을 수집 및 정리하여 상담원 단말기(400)로 전송하는 기능을 수행하는 웹정보 관리모듈(260), 다수의 고객 단말기(100)와 상담관리서버(200) 또는 고객 단말기(100)와 상담원 단말기(400) 또는 상담원 단말기(400)와 상담관리서버(200) 사이에서의 데이터의 전송 및 수신을 관리하는 통합메시지 서버(270)와, 채팅 서버(230), 상담내용 관리모듈(240), 상담 관리모듈(250) 및 웹정보 관리모듈(260)과 연동하여 고객정보 및 상담내용 정보를 저장하고 관리하는 DB(데이터베이스)서버(280)를 포함한다.The counseling management server 200 which can be accessed from the customer terminal 100 is largely a communication interface 290 implemented to enable connection through communication with the customer terminal 100, the counselor terminal 400, and the KEPCO server 300. And a customer information management module 210 for creating a dedicated icon for the customer who applied for membership, approval and consultation through the customer terminal 100 and managing information of the customer together with the icon, and the customer terminal 100. Counseling menu module 220 to enable the selection of the consultation menu, and the chat server 230 to enable the creation of the consultation through the customer terminal 100, the consultation response through the agent terminal 400 and upload the consultation data and , The consultation contents management module 240 configured to share the contents consulted by the customer with the counselor terminal 400 by the instruction or command from the customer terminal 100, the consulted customer or the customer information, and the contents consulted by the customer. Consult Counseling management module 250 and a questionnaire on the web portal to present a real-time consultation between the customer and the counselor by presenting to the original terminal 400 and presenting the content of the counselor to the customer terminal 100 Web information management module 260, a plurality of customer terminals 100 and the consultation management server 200 or the customer terminal 100 and the agent terminal 400 to perform the function of collecting and organizing and transmitting to the agent terminal 400 Alternatively, the integrated message server 270 managing the transmission and reception of data between the counselor terminal 400 and the counseling management server 200, the chat server 230, the counseling contents management module 240, and the counseling management module ( 250) and a DB (database) server 280 that stores and manages customer information and consultation content information in conjunction with the web information management module 260.
고객 단말기(100)와 네트워크를 통한 상담서비스를 실시간으로 제공하는 상담관리서버(200), 및 고객 단말기(100)와 상담관리서버(200) 및 상담원 단말기(400)를 통한 실시간 상담과정에 대해서 도 2를 이용하여 보다 상세하게 설명한다. 도 2는 본 발명의 일실시예에 따른 실시간 고객상담 서비스 시스템에서 고객과 상담원이 동일화면에서 채팅하면서 실시간으로 상담이 이루어지는 과정을 개략적으로 도시한 도면이다.Also for the consultation management server 200 that provides a real-time consultation service through the customer terminal 100 and the network, and the real-time consultation process through the customer terminal 100, the consultation management server 200 and the agent terminal 400. It demonstrates in more detail using 2. 2 is a view schematically illustrating a process in which a consultation is performed in real time while a customer and an agent chat on the same screen in a real-time customer consultation service system according to an embodiment of the present invention.
고객이 고객 단말기(100)를 이용하여 통신 인터페이스(290)를 통하여 상담관리서버(200)에 접속하여 고객 정보를 입력하면, 상담관리서버(200)는 연동되는 한전 서버(300)의 이용자정보DB(320)로부터 고객 정보가 맞는지 여부를 확인하고, 접속한 고객의 전용아이콘을 생성시키고, 고객 단말기(100)의 상담메뉴선택(225)에 따른 상담요청에 따라 상담내용을 생성하고 관리하며, 고객과 고객상담센터의 상담원 사이에서의 상담관계 구축을 지원, 관리한다. When the customer accesses the consultation management server 200 through the communication interface 290 using the customer terminal 100 and inputs customer information, the consultation management server 200 is linked to the user information DB of the KEPCO server 300. Check whether or not the customer information is correct from 320, generates a dedicated icon of the connected customer, generates and manages the consultation content according to the consultation request according to the consultation menu selection 225 of the customer terminal 100, the customer Support and manage the establishment of counseling relationships between counselors and counselors in customer service centers.
고객 관리를 위하여 상담관리서버(200)는 회원 가입에 필요한 정보를 요청할 수 있으며, 채팅 서버(230)내의 채팅 관리모듈(235)을 통하여 각각의 고객에게 일정한 상담내용을 작성, 업로드, 게시할 수 있는 공간으로서의 개인 채팅 페이지를 할당한다. 또한, 상담관리서버는 고객 정보 및 고객의 상담내용의 보안이 유지되도록 하고, 업데이트되도록 관리한다. For customer management, the consultation management server 200 may request information necessary for membership registration, and may create, upload, and post certain consultation contents to each customer through the chat management module 235 in the chat server 230. Allocate a personal chat page as a free space. In addition, the consultation management server is to maintain the security of the customer information and the consultation content of the customer, and manages to be updated.
먼저, 상담 메뉴모듈(220)은 도 3의(a)에 예시된 바와 같이 회원으로 가입한 고객상담센터 서버별(예를들면, 한전 서버(300)) 상담메뉴 주문창을 제공하며, 선택된 메뉴를 상담관리서버(200)를 통해 확인한다. 즉, 고객은 상담메뉴 주문창을 통해 한전 서버의 상담메뉴를 선택할 수 있다. 여기서, 고객이 상담메뉴 중 예를들어 "실시간 상담"을 선택하게 되면, 도 3의 (b)에 예시된 바와 같이 실시간상담 메뉴에 해당되는 구체적이고 상세한 메뉴인 "채팅상담", "채팅예약", "FQA보기", "문자상담", "고객상담센터연결", "사진민원"과 같은 선택메뉴를 재차 제공하며, 선택된 메뉴를 상담관리서버(200)를 통해 확인할 수 있다.First, the consultation menu module 220 provides a consultation menu order window for each customer consultation center server (for example, KEPCO server 300) registered as a member as illustrated in (a) of FIG. Check through the consultation management server (200). That is, the customer can select the consultation menu of the KEPCO server through the consultation menu order window. Here, when the customer selects, for example, "real-time consultation" of the consultation menu, as shown in (b) of FIG. 3, a detailed and detailed menu corresponding to the real-time consultation menu "chat consultation", "chat reservation" , "FQA view", "text counseling", "customer counseling center connection", "photo complaints" such as providing a menu again, the selected menu can be confirmed through the consultation management server (200).
이때, 실시간상담 메뉴에는 "메일상담" 또는 "수화상담" 등을 더 제공하여 상담의 선택적 다양성을 충족시키고 상담원이 없는 시간대나 고객이 필요한 시간대를 이용할 수 있도록 편의를 제공할 뿐만 아니라, 청각장애인을 위해 캐릭터를 통한 수화로 실시간 상담이 가능하도록 할 수 있다. At this time, the real-time counseling menu provides "mail counseling" or "sign language counseling", etc. to satisfy the selective diversity of counseling and provide convenience to use the time zone without the counselor or the time required by the customer, In order to enable real-time consultation by sign language through the character.
또한, 상담메뉴에 "요금납부" 메뉴를 더 제공하고 이를 실행하도록 하는 간편 결제모듈(PM)을 상담관리서버(200)에 구비할 수 있다. 간편 결제모듈(PM)은 고객이 비밀번호나 요금관련하여 고객에게 개별통지된 바코드나 QR코드와 같은 개인정보를 입력하면 고객정보 관리모듈이 이를 고객정보DB 및 이용자정보DB와 연계하여 해당 고객임을 확인하고 미납요금납부인지 또는 정기요금납부인지 판단한 후 요금납부 완료절차가 수행되도록 한다.In addition, the consultation management server 200 may be provided with a simple payment module (PM) for providing a "pay billing" menu to the consultation menu and executing it. The simple payment module (PM) confirms that the customer is connected to the customer information DB and the user information DB when the customer enters personal information such as a barcode or QR code individually notified to the customer regarding a password or a fee. After determining whether the fee is due or is paying the regular fee, the fee payment completion procedure is performed.
채팅 서버(230)를 구성하는 채팅 관리모듈(235)에서는 고객 단말기(100)로부터 전송된 고객 가입 정보를 전달받아 이를 관리한다. 고객 정보에는 고객의 이름, 나이, 주소, 전화번호, 메일 주소 등의 인적 정보가 포함될 수 있다. 이와 같은 고객 정보는 DB서버(280)를 구성하는 고객정보DB(282)에 저장, 관리된다.The chat management module 235 configuring the chat server 230 receives and manages customer subscription information transmitted from the customer terminal 100. Customer information may include personal information such as the customer's name, age, address, telephone number, mail address, and the like. Such customer information is stored and managed in the customer information DB 282 constituting the DB server 280.
뿐만 아니라, 회원으로 가입한 고객에게는 개인 채팅 페이지가 할당된다. 개인 채팅 페이지는 블로그(blog) 또는 미니홈피와 같이 각각의 고객이 단말기를 통하여 작성, 입력, 업로드하는 게시글, 사진, 동영상과 같은 상담내용을 표시하는 공간이다. 각각의 고객이 작성, 입력, 업로드한 상담내용은 DB서버(280)의 상담내용DB(284)에 저장, 관리된다. 고객정보DB(282)는 이용자정보DB(320) 및 상담내용 DB(284)와도 연동될 수 있다.In addition, a personal chat page is assigned to customers who have registered as members. The personal chat page is a space for displaying consultation contents such as posts, photos, and videos that each customer writes, inputs, and uploads through the terminal, such as a blog or a mini homepage. The consultation contents created, input and uploaded by each customer are stored and managed in the consultation contents DB 284 of the DB server 280. The customer information DB 282 may also be linked with the user information DB 320 and the consultation contents DB 284.
본 발명에서는 상담내용 관리모듈(240)을 통하여 고객이 상담한 상담 내용이나 또는 웹정보 관리모듈(260)을 통해 수집되고 정리된 질의문답사항을 고객과 상담원이 상담관리모듈(250)을 통해 공유할 수 있도록 하였다. 예를 들어, 상담내용 관리모듈(240)을 구성하는 상담내용 관리부는 고객이 상담한 내용 및 상담원이 답변한 내용을 카테고리로 구분하여 관리하고, 웹정보 관리모듈(260)은 인터넷을 통해 수집되고 정리된 질의문답사항을 카테고리로 구분하여 관리한다. In the present invention, the customer and the counselor share the consultation contents consulted by the customer through the consultation contents management module 240 or the questions and answers collected and arranged through the web information management module 260 through the consultation management module 250. I could do it. For example, the consultation contents management unit constituting the consultation contents management module 240 manages the contents consulted by the customer and the contents answered by the agent by category, and the web information management module 260 is collected through the Internet. Organize and manage the questions and answers organized into categories.
상담내용 관리부는, 고객 각각에게 할당되는 자신의 개인 채팅 페이지에서 작성하거나 고객 단말기(100)로부터 업로드한 상담내용 경우, 예를 들어 팝업창이 고객 단말기(100)로 제시되어, 해당 상담내용이 속하는 카테고리, 해당 상담내용의 주제어, 키워드(keyword) 등의 태그 정보를 입력하고, 해당 상담내용과 링크되도록 할 수 있다. In the case of the consultation contents that are created in the personal chat page or uploaded from the customer terminal 100 assigned to each customer, for example, a pop-up window is presented to the customer terminal 100, and the category to which the consultation contents belong. , Tag information such as key words, keywords, etc. of the counseling contents may be input and linked to the counseling contents.
한편, 상담내용 관리모듈(240)에서는 고객이 상담한 상담내용과 관련된 정보 및/또는 카테고리의 구분을 위하여, 해당 상담내용에 대한 주제어, 식별자, 관심 키워드 등의 정보를 작성할 수 있다. 예를 들어, 상담내용에 대한 관심 키워드 또는 카테고리 정보를 이용하여 상담내용 DB(284)에서의 상담내용 정보 테이블을 검색하는 방법이 있을 수 있다. 하지만, 본 발명이 이러한 검색 방법으로 한정되는 것은 결코 아니다.On the other hand, in the consultation content management module 240, in order to classify the information and / or category related to the consultation content consulted by the customer, it is possible to prepare the information, such as the key word, identifier, keyword of interest. For example, there may be a method of searching a counseling contents information table in the counseling contents DB 284 by using keyword or category information of interest in the counseling contents. However, the present invention is in no way limited to this search method.
본 발명의 예시적인 실시 양태에 따르면, 상담내용 관리부는 카테고리, 주제어, 키워드 등의 태그 정보에 기초하여 카테고리별로 구분, 관리한다. 이때, 상담내용 관리부에서는 각각의 상담내용과 링크되어 있는 각각의 아이콘에 대해서 별도의 식별자를 생성하여 카테고리별로 구분하여, 상담관리서버(200)가 운영하는 별도의 공간, 예를들면 상담내용DB(284)에서 카테고리별로 저장, 관리될 수 있다. According to an exemplary embodiment of the present invention, the consultation contents management unit classifies and manages the categories based on tag information such as categories, main words, keywords, and the like. In this case, the counseling contents management unit generates a separate identifier for each icon linked to each counseling contents, and divides the information by categories, for example, a separate space operated by the counseling management server 200, for example, counseling contents DB ( In operation 284, the information may be stored and managed by category.
이와 같이 상담내용 관리모듈(240)에 저장된 상담내용 정보는 고객이 저장된 정보와 유사한 내용의 상담을 채팅이나 문자 또는 이메일을 통해 요청한 경우, 상담중인 상담원이 자동검색 또는 수동검색수단을 통해 검색하여 고객에게 제시할 수 있도록 하며, 고객이 상담원과의 상담 서비스가 제공되지 않는 시간대에 상담요청을 하더라도 자동검색 무인시스템을 거쳐 검색결과를 고객에게 제시할 수 있도록 한다. As such, the contents of the counseling contents stored in the counseling contents management module 240 may be searched through an automatic search or a manual search means by an agent in counseling, when a client requests a consultation through chat, text, or e-mail similar to the stored information. It is possible to present to the customer through the automatic search unmanned system even if the customer requests a consultation during the time when the consultation service with the counselor is not provided.
또한, 상담관리모듈(250)의 상담관리부는 상담한 고객 또는 고객정보 또는 고객이 상담한 내용을 상담원 단말기(400)로 제시하고, 선택된 상담원 단말기(400)의 상담원이 답변한 내용을 고객 단말기(100)로 제시하여 고객과 상담원 간의 실시간으로 상담채팅이 이루어지도록 관리한다.In addition, the counseling management unit of the counseling management module 250 presents the consulted customer or the customer information or the content consulted by the counselor terminal 400, and the content of the counselor of the selected counselor terminal 400 to the customer terminal ( 100) to manage the consultation chat in real time between the customer and the counselor.
웹정보 관리모듈(260)의 웹정보 관리부는 웹 포털상의 공지되어 있는 질의사항 및 이에 대한 답변사항을 수집 및 정리하여 검색어로 검색될 수 있도록 카테고리별로 웹정보DB(286)에 저장관리하고, 상담원 단말기(400) 또는 고객 단말기(100)로 전송되도록 관리한다.The web information management unit of the web information management module 260 collects and organizes known questions and answers on the web portal and stores them in the web information DB 286 for each category so that they can be searched by search terms. Manage to be transmitted to the terminal 400 or the customer terminal 100.
통합메시지 서버(270)는 메일서버 또는 메시지서버로 구분될 수 있다. 예를 들어 메일서버에서는 고객 단말기로부터 상담요청 데이터를 상담원 단말기 또는 상담관리서버(200)의 메일로 전송하거나, 또는 상담원 단말기로부터의 상담답변내용을 고객 단말기의 메일로 전송하거나, 또는 상담 데이터를 고객 단말기로부터 입력된 상담원 단말기의 메일로 전송할 수 있다. Integrated message server 270 may be divided into a mail server or a message server. For example, the mail server transmits the consultation request data from the client terminal to the mail of the agent terminal or the counseling management server 200, sends the consultation response content from the agent terminal to the mail of the client terminal, or sends the consultation data to the customer. It can be sent by e-mail of the counselor terminal input from the terminal.
또한 메시지서버는 고객 단말기로부터의 지시에 따른 상담 요청을 단문 형태로 상담원 단말기로 전송하거나, 상담원 단말기로부터의 상담답변내용을 단문 형태로 고객 단말기로 전송하거나, 또는 상담 데이터를 단문형태로 고객 단말기로부터 입력된 상담원 단말기로 전송할 수 있다.In addition, the message server transmits a consultation request according to an instruction from the client terminal to the counselor terminal in a short form, transmits a consultation response content from the counselor terminal to the client terminal in a short form, or sends consultation data from the client terminal in a short form. It can be transmitted to the input counselor terminal.
또한, 고객이 상담을 예약하기 위하여 상담메뉴에서 '채팅예약'(B)을 선택하여 클릭하게 되면, 도 6의 (a)~(e)에 순차적으로 도시된 바와 같이, 상담관리서버(200)는 연동되는 한전서버(300)의 지역센터정보DB(370)로부터 고객의 거주지 근처 지역의 한전센터 정보를 고객에게 전송하여 고객이 선택할 수 있도록 하며, 고객이 어느 특정 한전센터(예: 삼성전자 서비스 강변테크노센터)를 선택하면 해당 한전센터에 대하여 순서대기번호가 표시된 아이콘을 생성하여 고객에게 전송한다. 고객이 해당 아이콘을 클릭하여 선택하면 상담요청이 있는 대기인원정보를 제공하고, 고객이 대기인원을 확인한 후에 상담요청 예약 신청을 계속할 것인지 여부를 선택하도록 팝업버튼을 제공한다. 고객이 YES 버튼을 클릭하여 예약 신청이 완료되면, 순서대기번호가 기입된 대기표를 발급하며, 남은 대기시간을 표시해 제공할 수 있다. In addition, when the customer selects and clicks 'Chat reservation' (B) in the consultation menu to schedule a consultation, as shown in (a) to (e) of FIG. 6 sequentially, the consultation management server 200. Is transmitted from the regional center information DB 370 of the KEPCO server 300 linked to the customer to the customer so that the customer can select the specific KEPCO center (eg, Samsung Electronics Service). If you select Gangbyeon Techno Center), an icon showing the sequence waiting number for the KEPCO Center is created and sent to the customer. If the customer clicks the icon and selects it, it provides the waiting person information with the request for consultation and provides a pop-up button to select whether or not to continue requesting the request for reservation after the customer confirms the waiting person. When the customer completes the reservation application by clicking the YES button, a waiting table with a sequence waiting number is issued and the remaining waiting time can be displayed.
한전서버(300)는 전기관련정보를 제공하는 공공서버로서, 고객의 정보를 저장 및 관리하는 이용자정보DB(320)와 지역센터정보DB(370)를 포함한다. KEPCO server 300 is a public server that provides electricity-related information, and includes a user information DB 320 and a regional center information DB 370 for storing and managing customer information.
본 발명에서는 고객상담센터 상담을 필요로 하는 서버로서, 한전 서버를 예로 들었으나, 이에 한정되는 것은 아니며, 다양한 서비스를 제공하는 고객상담센터 서버에 적용될 수 있음은 물론이다. In the present invention, as a server requiring a customer service center consultation, the KEPCO server is taken as an example, but the present invention is not limited thereto, and it can be applied to a customer service center server that provides various services.
상담원 단말기(400)는 고객상담센터 다수의 상담원들의 상담원 단말기로 구성된 것으로서, 도 4 및 도 5에 도시된 바와 같이, 각 상담원 단말기는 화면을 다수개의 팝업창, 즉 제1 팝업창, 제2 팝업창, 채팅창 및 제3 팝업창으로 분할하여 표시하며, 제1 팝업창에는 상담관리서버를 통해 상담요청이 있는 다수의 고객 리스트를 표시하되 상담중인지 여부와 대기시간을 함께 표시한다. 제2 팝업창에는 다수의 고객 중 현재 채팅중인 고객에 대한 정보를 표시하고 채팅창을 통해 상담을 실시간으로 나눈다. 또한, 제3 팝업창에는 웹포탈의 검색정보자료가 검색어필드와 함께 표시된다. The counselor terminal 400 is configured as an agent terminal of a plurality of counselors in a customer service center. As illustrated in FIGS. 4 and 5, each agent terminal displays a plurality of pop-up windows, that is, a first pop-up window, a second pop-up window, and a chat. The display is divided into a window and a third pop-up window, and the first pop-up window displays a list of a plurality of customers who have a consultation request through the consultation management server, and displays whether the consultation is in progress and waiting time. The second pop-up window displays information on the customer currently chatting among the plurality of customers and divides the consultation in real time through the chat window. In addition, in the third pop-up window, the search information data of the web portal is displayed together with the search word field.
본 발명의 도 4에는 제2 팝업창을 1개만 도시하였으나 이에 국한되는 것은 아니며, 도 5에 도시된 바와 같이 다수개의 제2 팝업창을 구비하여 상담원이 동시에 다수 고객과 채팅이 가능함은 물론이다.In FIG. 4, only one second pop-up window is illustrated, but is not limited thereto. As illustrated in FIG. 5, a counselor may chat with a plurality of customers at the same time.
이하에서는 상술한 시스템을 이용한 실시간 상담 방법에 관하여 도 4를 참조하여 설명하도록 한다.Hereinafter, a real time counseling method using the above-described system will be described with reference to FIG. 4.
도 7은 본 발명의 일실시예에 따른 데이터통신망을 통한 실시간 고객상담 서비스 방법에 관한 전체 흐름도로서, 도시된 바와 같이 상담관리서버(200)의 고객정보 관리모듈(210)의 고객 정보 관리부가 고객 단말기(100)로부터 가입정보를 수신하면 수신한 가입정보가 등록된 고객인지를 판단하여 접속을 승인한다.FIG. 7 is a flowchart illustrating a real-time customer consultation service method through a data communication network according to an embodiment of the present invention. As illustrated, the customer information management unit of the customer information management module 210 of the consultation management server 200 may be a customer. When the subscription information is received from the terminal 100, it is determined whether the received subscription information is a registered customer and the access is approved.
접속이 승인된 고객 단말기(100)로부터 상담메뉴 목록의 상담메뉴가 선택되면, 상담관리서버(200)는 상담원 단말기(400)를 선택하여 고객 정보를 선택된 상담원 단말기(400)로 전송시킨다.When the counseling menu of the counseling menu list is selected from the client terminal 100 approved for access, the counseling management server 200 selects the counselor terminal 400 and transmits the customer information to the selected counselor terminal 400.
고객과 상담원이 연결되면, 채팅 서버(230)와 통합메시지 서버(270)를 활성화시켜 고객이 선택된 상담원과 실시간으로 채팅상담을 하도록 한다. When a customer and an agent are connected, the chat server 230 and the integrated message server 270 are activated to allow the customer to chat in real time with the selected agent.
이때 고객 단말기(100)는 상담관리서버(200)에 고객 단말기의 고객정보를 제공하여 상담관리서버(200)가 어느 상담원 단말기(400)가 선택되어 어느 고객과 상담이 형성된 것인지를 파악할 수 있도록 한다. 또한, 제공되는 고객정보에는 전기요금정보, 전기 사용량 등 상담과 관련된 다양한 정보가 포함될 수 있다.At this time, the customer terminal 100 provides customer information of the customer terminal to the counseling management server 200 so that the counseling management server 200 can determine which counselor terminal 400 is selected and which consultation is formed with which customer. . In addition, the provided customer information may include various information related to consultation, such as electricity rate information, electricity usage.
또한, 선택된 상담원 단말기(400)는 화면을 다수개의 팝업창으로 분할하여, 상담요청이 있는 고객의 리스트를 제1 팝업창에 표시하고, 현재 채팅중인 고객에 대한 정보를 제2 팝업창에 표시한 상태에서 정보를 보면서 채팅창을 통해 상담을 실시간으로 나눈다.In addition, the selected agent terminal 400 divides the screen into a plurality of pop-up windows, displays a list of customers with a consultation request in the first pop-up window, and displays the information on the customer currently chatting in the second pop-up window. Watch the conversation through the chat window in real time.
이때, 상담내용이 상담원이 상담해줄 수 없는 것이거나 반복되는 상담내용이거나 또는 주로 문의하는 내용으로 답변자료가 축적되어 있는 것일 때에는, 상담원은 제3 팝업창의 검색어필드에 상담내용의 검색어를 넣고 검색하여 그 결과를 채팅창에 드래그인 또는 복사하여 고객에게 알려준다(S80).At this time, if the counseling contents are not counseled by the counselor, repeated counseling contents, or if the answer data is accumulated as the contents of the inquiries, the counselor puts the search term of the counseling contents into the search term field of the third pop-up window and searches. Drag the result or copy the result to the chat window to inform the customer (S80).
또한, 고객의 상담내용이 반복되는 상담내용이거나 또는 주로 문의하는 내용으로 답변자료가 축적되어 있는 것일 때에는, 자동응답 문자시스템으로 전환하여 상담내용에 대한 답변이 채팅창에 표시되어 고객에게 자동으로 제공되도록 할 수 있다.In addition, if the customer's counseling content is repeated counseling content, or if the answer data is accumulated mainly in the content of the inquiry, the answer to the counseling content is displayed in the chat window automatically provided to the customer by switching to the automatic response text system. You can do that.
여기서, 자동응답 문자시스템은 상담내용을 구성하는 문자를 검색어필드에 제공하고 DB서버(280)로부터 이에 대한 상담답변 결과를 독출하여 제공하는 것이다.Here, the automatic response text system is to provide the text constituting the consultation content in the search word field and to read and provide the consultation response results from the DB server 280.
이상으로 본 발명의 기술적 사상을 예시하기 위한 바람직한 실시예와 관련하여 설명하고 도시하였지만, 본 발명은 이와 같이 도시되고 설명된 그대로의 구성 및 작용에만 국한되는 것이 아니며, 기술적 사상의 범주를 일탈함이 없이 본 발명에 대해 다수의 변경 및 수정이 가능함을 당업자들은 잘 이해할 수 있을 것이다. 따라서, 그러한 모든 적절한 변경 및 수정과 균등물들도 본 발명의 범위에 속하는 것으로 간주되어야 할 것이다. As described above and described with reference to a preferred embodiment for illustrating the technical idea of the present invention, the present invention is not limited to the configuration and operation as shown and described as described above, it is a deviation from the scope of the technical idea It will be understood by those skilled in the art that many modifications and variations can be made to the invention without departing from the scope of the invention. Accordingly, all such suitable changes and modifications and equivalents should be considered to be within the scope of the present invention.
본 발명은 직접적인 전화통화 없이도 고객이나 상담원의 불친절에 따른 문제점을 해결할 수 있으며, 고객으로 하여금 상담내용을 PC나 스마트폰으로 확인가능하도록 하고 상담내용은 자동으로 보안 및 업데이트되며 전화를 하지 않고도 채팅이나 문자, 사진업로드 이메일만으로도 시간, 장소에 구애없이 실시간으로 상담이 가능한 서비스 시스템이므로, 상담서비스를 제공하는 다양한 분야에 적용 가능하다.The present invention can solve the problems caused by the unkindness of the customer or the agent without a direct telephone call, enabling the customer to check the consultation with a PC or smartphone and the consultation is automatically secured and updated, and without having to call It is a service system that can be consulted in real time regardless of time and place with only text and photo upload email, so it can be applied to various fields that provide counseling services.

Claims (12)

  1. 네트워크에 연결가능한 다수의 고객 단말기(100); 통신망; 상기 고객 단말기를 통하여 회원으로 가입된 고객을 관리하며, 고객과 상담원 사이의 실시간 상담이 성사되도록 하는 상담관리서버(200); 및 상기 상담관리서버와 연동되며, 상기 상담관리서버를 통해 상담요청이 있는 다수의 고객과 실시간으로 상담하는 다수의 상담원 단말기(400);를 포함하여 구성되며,A plurality of customer terminals 100 connectable to a network; communications network; A counseling management server 200 for managing a customer who is registered as a member through the client terminal and allowing real-time counseling between the client and a counselor to be completed; And a plurality of counselor terminals 400 interworking with the counseling management server and consulting in real time with a plurality of customers having a counseling request through the counseling management server.
    상기 상담관리서버(200)는 The consultation management server 200
    상기 고객 단말기(100), 상담원 단말기(400), 및 한전 서버(300)와의 통신을 통한 접속이 가능하게 구현되는 통신 인터페이스(290); A communication interface 290 implemented to allow connection through communication with the customer terminal 100, the counselor terminal 400, and the KEPCO server 300;
    상기 고객 단말기(100)를 통해 회원가입한 고객에 전용 아이콘을 생성시키고 고객의 정보를 관리하는 고객정보 관리모듈(210); A customer information management module 210 for creating a dedicated icon for a customer registered through the customer terminal 100 and managing customer information;
    상기 고객 단말기(100)를 통한 상담메뉴 선택을 할 수 있도록 하는 상담 메뉴모듈(220); A consultation menu module 220 for selecting a consultation menu through the customer terminal 100;
    상기 고객 단말기(100)를 통한 상담 작성 및 상기 상담원 단말기(400)를 통한 상담답변작성 및 상담자료 업로드를 가능하게 하는 채팅 서버(230); Chat server 230 to enable the creation of the consultation through the customer terminal 100 and upload the consultation response and consultation data through the counselor terminal 400;
    고객이 상담한 내용을 상기 고객 단말기(100) 및 상담원 단말기(400)와 공유하도록 설정하는 상담내용 관리모듈(240);A counseling contents management module 240 configured to share the contents consulted by the client with the client terminal 100 and the counselor terminal 400;
    상담한 고객 또는 고객정보 및 고객이 상담한 내용을 상기 상담원 단말기(400)로 제시하고 상담원이 답변한 내용을 상기 고객 단말기(100)로 제시하여, 고객과 상담원 사이의 실시간 상담이 이루어지도록 하는 상담관리모듈(250);Counseling to present a consultation customer or customer information and contents consulted to the counselor terminal 400 and to present a response from the counselor to the client terminal 100 so that real-time consultation between a customer and an agent is performed. Management module 250;
    웹 포털상의 질의답변사항을 수집 및 정리하여 상기 상담원 단말기(400)로 전송하는 웹정보 관리모듈(260);A web information management module 260 for collecting and organizing questions and answers on a web portal and transmitting the collected questions to the counselor terminal 400;
    다수의 상기 고객 단말기(100)와 상담관리서버(200) 또는 고객 단말기(100)와 상담원 단말기(400) 또는 상담원 단말기(400)와 상담관리서버(200) 사이에서의 데이터의 전송 및 수신을 관리하는 통합메시지 서버(270); 및Managing the transmission and reception of data between the plurality of customer terminals 100 and the counseling management server 200 or the client terminal 100 and the counselor terminal 400 or the counselor terminal 400 and the counseling management server 200. An integrated message server 270; And
    상기 채팅 서버(230), 상담내용 관리모듈(240), 상담관리모듈(250) 및 웹정보 관리모듈(260)과 연동하여 고객정보 및 상담내용 정보를 저장하고 관리하는 DB서버(280);를 포함하여 구성되는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.DB server 280 for storing and managing customer information and consultation content information in connection with the chat server 230, consultation content management module 240, consultation management module 250 and the web information management module 260; Real-time customer consultation service system through a data communication network, characterized in that configured to include.
  2. 제 1 항에 있어서, 상기 상담 메뉴모듈(220)은 The method of claim 1, wherein the consultation menu module 220
    고객이 회원으로 가입한 서버에 대한 상담메뉴 주문창을 제공하며, 고객으로부터 선택된 상담메뉴를 상담관리서버(200)를 통해 확인하고,Provides a consultation menu order window for the server the customer has registered as a member, and confirms the consultation menu selected from the customer through the consultation management server (200),
    선택된 상담메뉴를 클릭시 이에 해당되는 상세한 메뉴를 제공하며, 선택된 메뉴를 상담관리서버(200)를 통해 확인하는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.Real-time customer consultation service system through a data communication network, characterized in that to provide a detailed menu corresponding to this when clicking on the selected consultation menu, the selected menu through the consultation management server (200).
  3. 제 1 항에 있어서, 상기 채팅 서버(230)는 The method of claim 1, wherein the chat server 230 is
    상기 고객 단말기(100)로부터 전송된 고객 가입 정보를 전달받아 이를 관리하는 채팅 관리 모듈(235)을 포함하며,It includes a chat management module 235 for receiving and receiving customer subscription information transmitted from the customer terminal 100,
    상기 고객 가입 정보는 상기 DB서버(280)를 구성하는 고객 정보 DB(282)에 저장, 관리되는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.The customer subscription information is stored and managed in the customer information DB (282) constituting the DB server 280, real-time customer consultation service system through a data communication network.
  4. 제 1 항에 있어서, 상기 상담내용 관리모듈(240)은 According to claim 1, wherein the consultation content management module 240
    고객이 상담한 내용 및 상담원이 답변한 내용을 카테고리로 구분하여 상담내용DB(284)에 저장관리하고, 상담원 단말기(400) 또는 고객 단말기(100)로 전송되도록 관리하는 상담내용 관리부를 포함하여 구성되는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.The contents of the consultation and the contents of the counselors are divided into categories and stored in the consultation contents DB 284, and the consultation contents management unit manages to be transmitted to the agent terminal 400 or the customer terminal 100. Real-time customer service system through the data communication network, characterized in that the.
  5. 제 1 항에 있어서, 상기 웹정보 관리모듈(260)은 The method of claim 1, wherein the web information management module 260 is
    웹 포털상에 공지되어 있는 질의사항 및 이에 대한 답변사항을 수집 및 정리하여 검색어로 검색될 수 있도록 카테고리별로 웹정보 DB(286)에 저장관리하고, 상담원 단말기(400) 또는 고객 단말기(100)로 전송되도록 관리하는 웹정보 관리부를 포함하여 구성되는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.Collect and organize the questions and answers that are known on the web portal and store them in the web information DB (286) for each category so that they can be searched by the search terms, and to the agent terminal 400 or the customer terminal 100 Real-time customer consultation service system through a data communication network, characterized in that it comprises a web information management unit for managing to be transmitted.
  6. 제 1 항에 있어서, 상기 통합메시지 서버(270)는 The method of claim 1, wherein the integrated message server 270 is
    메일 서버 또는 메시지 서버를 포함하여 구성되며,Configured to include mail servers or message servers,
    상기 메일서버에서는 상기 고객 단말기로부터의 상담요청 데이터를 상기 상담원 단말기의 메일로 전송하거나, 상담원 단말기로부터의 상담답변내용을 고객 단말기의 메일로 전송하거나, 또는 상담 데이터를 상기 고객 단말기로부터 입력된 상기 상담원 단말기의 메일로 전송하며,The mail server transmits the consultation request data from the client terminal to the mail of the counselor terminal, sends the consultation response contents from the counselor terminal to the mail of the client terminal, or sends the consultation data from the client terminal. Send by e-mail on the device,
    상기 메시지 서버는 상기 고객 단말기로부터의 지시에 따른 상담 요청을 단문 형태로 상담원 단말기로 전송하거나, 상담원 단말기로부터의 상담답변내용을 단문 형태로 고객 단말기로 전송하거나, 또는 상담 데이터를 단문형태로 고객 단말기로부터 입력된 상담원 단말기로 전송하는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.The message server transmits a consultation request according to the instruction from the client terminal to the counselor terminal in short form, transmits the consultation response contents from the counselor terminal to the client terminal in short form, or sends the consultation data in short form to the client terminal. Real-time customer consultation service system through a data communication network, characterized in that for transmitting to the input counselor terminal.
  7. 제 1 항에 있어서, 상기 상담원 단말기(400)는 The method of claim 1, wherein the counselor terminal 400
    화면을 제1 팝업창, 제2 팝업창, 채팅창 및 제3 팝업창으로 분할하여 표시할 수 있으며, The screen may be divided into a first popup window, a second popup window, a chat window, and a third popup window.
    상기 제1 팝업창에는 상기 상담관리서버를 통해 상담요청이 있는 다수의 고객 리스트를 표시하되 상담중인지 여부와 대기시간을 함께 표시하고,The first pop-up window displays a list of a plurality of customers with a request for consultation through the consultation management server, and displays whether the consultation is in progress and waiting time.
    상기 제2 팝업창에는 다수의 고객 중 현재 채팅중인 고객에 대한 정보를 표시하고 채팅창을 통해 상담을 실시간으로 나누며,The second pop-up window displays the information on the current chat among the plurality of customers and divide the consultation in real time through the chat window,
    상기 제3 팝업창에는 웹포탈의 검색정보자료가 검색어필드와 함께 표시되는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.The third pop-up window is a real-time customer consultation service system through a data communication network, characterized in that the search information data of the web portal is displayed along with the search field.
  8. 제 7 항에 있어서, The method of claim 7, wherein
    상기 제2 팝업창은 다수개 구비되어, 상담원이 동시에 다수 고객과 채팅이 가능하도록 구성된 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.The second pop-up window is provided with a plurality, the real-time customer consultation service system through a data communication network, characterized in that the agent is configured to chat with a plurality of customers at the same time.
  9. 제 1 항에 있어서, 상기 상담관리서버(200)는 The method of claim 1, wherein the consultation management server 200
    상기 고객 단말기(100)가 상담을 예약할 수 있도록 상기 한전서버(300)의 지역센터정보DB(370)와 연동하여 고객의 거주지 근처 지역의 한전센터 정보를 고객에게 전송하여 고객이 선택할 수 있도록 하며, 고객이 선택한 한전센터에 대하여 순서대기번호가 표시된 아이콘을 생성하여 고객에게 전송하고 고객의 예약 신청이 완료되면, 순서대기번호가 기입된 대기표를 발급하는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.In connection with the regional center information DB 370 of the KEPCO server 300 so that the customer terminal 100 can schedule a consultation, the customer terminal 100 transmits the KEPCO center information of the region near the customer's residence to the customer for selection. Real-time customer consultation through the data communication network, which generates an icon showing the order waiting number for the KEPCO Center selected by the customer and sends it to the customer, and when the reservation request of the customer is completed, a waiting table with the order waiting number is issued. Service system.
  10. 제 1 항에 있어서, 상기 상담관리서버(200)는 The method of claim 1, wherein the consultation management server 200
    결제모듈(PM)을 더 구비하여, 고객이 비밀번호나 고객에게 개별통지된 바코드나 QR코드의 개인정보를 입력하면 상기 고객정보 관리모듈이 고객정보DB 및 이용자정보DB와 연계하여 해당 고객임을 확인하고 미납요금납부인지 또는 정기요금납부인지 판단한 후 요금납부 완료절차가 수행되도록 하는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.Also provided with a payment module (PM), when the customer enters the personal information of the password or the barcode or QR code individually notified to the customer to confirm that the customer information management module is the customer in connection with the customer information DB and user information DB A real-time customer consultation service system through a data communication network, characterized in that the fee payment completion procedure is performed after determining whether the payment is due or regular payment.
  11. 상담관리서버(200)의 고객정보 관리모듈(210)의 고객 정보 관리부가 고객 단말기(100)로부터 가입정보를 수신하면 수신한 가입정보가 등록된 고객인지를 판단하여 접속을 승인하는 단계;When the customer information management unit of the customer information management module 210 of the consultation management server 200 receives the subscription information from the customer terminal 100, determining whether the received subscription information is a registered customer and approving access;
    접속이 승인된 고객 단말기(100)로부터 상담메뉴 목록의 상담메뉴가 선택되면, 상담관리서버(200)는 상담원 단말기(400)를 선택하여 고객 정보를 선택된 상담원 단말기(400)로 전송시키는 단계; 및When the consultation menu of the consultation menu list is selected from the customer terminal 100 is approved for access, the counseling management server 200 selects the counselor terminal 400 and transmits customer information to the selected counselor terminal 400; And
    고객과 상담원이 연결되면, 채팅 서버(230)와 통합메시지 서버(270)를 활성화시켜 고객이 선택된 상담원과 실시간으로 채팅상담을 하도록 하는 단계;를 포함하여 구성되며, When the customer and the agent is connected, enabling the chat server 230 and the integrated message server 270 to enable the customer to chat in real time with the selected agent;
    상기 고객 단말기(100)는 상담관리서버(200)에 고객 단말기의 고객정보를 제공하여 상담관리서버(200)가 어느 상담원 단말기(400)가 선택되어 어느 고객과 상담이 형성된 것인지를 파악할 수 있도록 하는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 방법.The customer terminal 100 provides customer information of the customer terminal to the counseling management server 200 so that the counseling management server 200 can determine which counselor terminal 400 is selected and which counseling is formed. Real-time customer consultation service method through a data communication network, characterized in that.
  12. 제 11 항에 있어서, The method of claim 11,
    상기 선택된 상담원 단말기(400)는 화면을 다수개의 팝업창으로 분할하여,The selected counselor terminal 400 divides the screen into a plurality of pop-up windows,
    상담요청이 있는 고객의 리스트를 제1 팝업창에 표시하고, In the first pop-up window, a list of customers with consultation requests is displayed.
    현재 채팅중인 고객에 대한 정보를 제2 팝업창에 표시한 상태에서 정보를 보면서 채팅창을 통해 상담을 실시간으로 나누며, In the second pop-up window with information about the customer currently chatting, while viewing the information, the consultation in real time through the chat window,
    웹 포털의 검색정보를 제3 팝업창에 표시하여 상담내용의 검색어를 넣고 검색하여 그 결과를 채팅창에 드래그인 또는 복사하여 고객에게 알려주는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 방법.Displaying the search information of the web portal in the third pop-up window, put the search terms of the consultation content, search and drag-in or copy the results to the chat window to inform the customer, real-time customer consultation service via a data communication network.
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