WO2021101195A1 - Procédé et dispositif de fourniture d'un service de contact direct de représentant disponible - Google Patents

Procédé et dispositif de fourniture d'un service de contact direct de représentant disponible Download PDF

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Publication number
WO2021101195A1
WO2021101195A1 PCT/KR2020/016125 KR2020016125W WO2021101195A1 WO 2021101195 A1 WO2021101195 A1 WO 2021101195A1 KR 2020016125 W KR2020016125 W KR 2020016125W WO 2021101195 A1 WO2021101195 A1 WO 2021101195A1
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WIPO (PCT)
Prior art keywords
service
charge
person
information
call
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PCT/KR2020/016125
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English (en)
Korean (ko)
Inventor
김용진
김성민
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(주)콜게이트
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Publication of WO2021101195A1 publication Critical patent/WO2021101195A1/fr

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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
    • 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
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/08—Auctions

Definitions

  • the present embodiment relates to a method and apparatus for providing a direct contact service to an available person in charge. More specifically, it relates to a method and apparatus that allows a caller to very quickly find a contact person he/she wants and is available to make a call connection.
  • the caller If the person in charge who connected to you is away or unable to receive a call (on a call, during a meeting, on vacation, etc.), the caller often hangs up after waiting. On the other hand, if the connection is not made after a certain time, the phone may ring again to the first responding employee. In this case, the employee repeats the task of finding and connecting to another person in charge, reducing work concentration and lowering productivity.
  • a caller can call a company and view the profile of employees through the smartphone screen, and inquire the person in charge of the desired task, and check in real time whether the person in charge can receive the call.
  • the purpose of this is to provide a method and apparatus for providing direct contact service with available contact persons, which enables customers to quickly find their desired and available contact person and connect a call immediately.
  • a call service unit when an outgoing call from a calling terminal to a service subscriber is detected, extracts voice guidance information corresponding to the service subscriber and transmits it to the calling terminal; When it is confirmed that the ARS function is supported among the applications already installed in the calling terminal, it is synchronized with the voice guidance information to output at least one support service corresponding to the service subscriber and the designated person in charge information for each support service.
  • An information output unit A person in charge available information output unit for outputting profile information and current reception status information matched by the designated person in charge information;
  • a contact service provider configured to control communication between the calling terminal and a specific person in charge selected by a customer according to an available person direct connection service supported on the calling terminal based on the designated person in charge information and the current reception status information.
  • a contact service providing device characterized by.
  • an outgoing call from a calling terminal to a service subscriber when an outgoing call from a calling terminal to a service subscriber is detected, extracting voice guidance information corresponding to the service subscriber and transmitting it to the calling terminal; Outputting at least one support service corresponding to the service subscriber and information on a designated person in charge of each support service in synchronization with the voice guidance information when it is confirmed that support of the visible ARS function among the applications preloaded in the calling terminal is confirmed; Outputting current reception status information matched by the designated person in charge information; And controlling communication between the calling terminal and a specific person in charge selected by a customer according to an available person direct connection service supported on the calling terminal based on the designated person in charge information and the current reception status information.
  • the caller can call the company, view the profiles of employees through the smartphone screen, and inquire the person in charge of the desired task, and whether the person in charge can receive the call.
  • the caller can call the company, view the profiles of employees through the smartphone screen, and inquire the person in charge of the desired task, and whether the person in charge can receive the call.
  • the present embodiment it is possible to easily set whether or not to receive a call by the employee due to the nature of the smart phone that the employee always carries, so that it is possible to provide the calling customer by grasping the reception available state of the person in charge in real time.
  • a VoIP app is run and a VoIP call is connected so that the calling customer and the person in charge can make a call, so that the smartphone number used for personal use is exposed to the customer.
  • a VoIP call is connected so that the calling customer and the person in charge can make a call, so that the smartphone number used for personal use is exposed to the customer.
  • FIG. 1 is a block diagram schematically showing a direct contact service system for an available person in charge according to the present embodiment.
  • FIG. 2 is a block diagram schematically showing a contact service providing apparatus according to the present embodiment.
  • FIG. 3 is a flowchart illustrating a method of selecting a person in charge using a contact service according to the present embodiment.
  • FIG. 4 is a flowchart illustrating a method of connecting a person in charge using a contact service according to the present embodiment.
  • FIG. 5 is a flowchart illustrating a message transmission method using a contact service according to the present embodiment.
  • FIG. 6 is a flowchart illustrating a method of providing customer information using a contact service according to the present embodiment.
  • FIG. 7 is a diagram showing a screen displayed on the calling terminal according to the present embodiment.
  • FIG. 8 is a diagram illustrating a screen displayed on a receiving terminal according to the present embodiment.
  • FIG. 9 is a diagram for explaining the effect of a contact service according to the present embodiment.
  • FIG. 1 is a block diagram schematically showing a direct contact service system (hereinafter, referred to as a contact service system) for an available person in charge according to the present embodiment.
  • a contact service system a direct contact service system
  • the contact service system includes a calling terminal 110, a called terminal 120, a call system 130, and a service server 140.
  • the components included in the contact service system are not necessarily limited thereto.
  • the calling terminal 110 and the receiving terminal 120 refer to electronic devices that perform voice or data communication via a network according to a user's key manipulation.
  • the calling terminal 110 and the receiving terminal 120 are connected with the call system 130 and the service server 140 to store a program or protocol for communicating with each other, and for calculating and controlling by executing the corresponding program. Equipped with a microprocessor and the like.
  • the calling terminal 110 and the receiving terminal 120 include a smart phone, a tablet, a laptop, a personal computer, a personal digital assistant (PDA), and a portable type. It may be an electronic device such as a portable multimedia player (PMP), a wireless communication terminal, and a media player.
  • PDA personal digital assistant
  • PMP portable multimedia player
  • PMP wireless communication terminal
  • media player a media player
  • the calling terminal 110 and the receiving terminal 120 are a communication device such as a communication modem for performing communication with various devices or wired/wireless networks, a memory for storing various programs and data, and a microcomputer for calculating and controlling by executing a program. It is a variety of devices including a processor and the like.
  • the memory is a computer such as a random access memory (RAM), a read only memory (ROM), a flash memory, an optical disk, a magnetic disk, or a solid state disk (SSD). It may be a readable recording/storing medium.
  • the microprocessor may be programmed to selectively perform one or more operations and functions described in the specification.
  • the microprocessor may be implemented entirely or partially as hardware such as an Application Specific Integrated Circuit (ASIC) having a specific configuration.
  • ASIC Application Specific Integrated Circuit
  • Processors provided in the calling terminal 110 and the receiving terminal 120 read and process related data from the memory.
  • the processor provided in the calling terminal 110 and the receiving terminal 120 may be implemented so that one processor may perform each of the above functions, but a plurality of processors may be shared and processed.
  • Processors provided in the calling terminal 110 and the receiving terminal 120 may be implemented in a general-purpose processor, but may be implemented with a separately manufactured chip to perform the function.
  • the calling terminal 110 refers to a terminal owned by a customer receiving a contact service.
  • the calling terminal 110 provides a necessary function for providing a contact service based on a software development kit (SDK) without a separate unique application. That is, if the calling terminal 110 is equipped with a serviceable application equipped with a software development kit capable of executing the visible ARS function among the preloaded applications, the contact service according to this embodiment is supported by driving the corresponding software development kit. It can be operated as much as possible.
  • SDK software development kit
  • the calling terminal 110 drives the software development kit to execute the visible ARS function, and through this, not only the voice guidance information received from the call system 130 but also the contact service related contents received from the service server 140 are displayed on the screen. It can be displayed and provided.
  • the calling terminal 110 supports a direct connection service with an available person in charge based on the visible ARS function.
  • the available contact person direct connection service allows the customer to view the employee's profile through the screen and inquire the person in charge of the desired task, and check in real time whether the person in charge can receive a call or the reception availability. By doing so, it means a service that allows customers to quickly find their desired and available contact person and connect the call right away.
  • the calling terminal 110 is not equipped with a serviceable application equipped with a software development kit capable of executing the visible ARS function among the preloaded applications, contact service through a method of running a general web browser through SMS or the like. You can also apply.
  • the calling terminal 110 transmits a call to a service subscriber to the call system 130, and receives and outputs voice guidance information from the call system 130 in a call connection standby state.
  • the calling terminal 110 receives call-related content information from the service server 140 and outputs the call-related content information together with the voice guide information on the screen.
  • the call-related content information may be response menu screen information that performs a function as a UI/UX that enables a person in charge of a desired task to a customer to be directly searched and selected.
  • the response menu screen information includes at least one pre-registered support service corresponding to a service subscriber and information on a designated person in charge for each support service.
  • the calling terminal 110 receives current reception status information matched by designated person information from the service server 140, and reflects and outputs this information on the response menu screen information.
  • the calling terminal 110 communicates with a specific person in charge directly selected by the customer by using the response menu screen information.
  • the calling terminal 110 may perform a call connection, text message, or callback message transmission with a specific person in charge according to the current reception status information of the specific person in charge.
  • the receiving terminal 120 refers to a terminal owned by a person in charge registered by a service subscriber (eg, a company).
  • the receiving terminal 120 may preferably be a personal terminal personally owned by a person in charge. This has the effect of enabling a phone connection anytime, anywhere by allowing an individual to receive a customer phone call with a smart phone that is always carried in the case of the contact service according to the present embodiment. Moreover, from the standpoint of service subscribers, there is an effect that ARS service can be provided without having to have a unique landline phone for each person in charge.
  • the receiving terminal 120 stores a service application for supporting a contact service in a memory provided in the receiving terminal 120.
  • the service application may be downloaded from the application providing device and installed in a memory when the receiving terminal 120 is a smart phone.
  • the service application is preferably operated using various hardware provided in the receiving terminal 120, but is not limited thereto, and may be implemented and operated as a separate device.
  • the service application may preferably be a service app capable of supporting a VoIP call connection.
  • the receiving terminal 120 downloads a service application without having to build a separate ARS equipment, and can implement the function as a wired telephone of the conventional ARS system.
  • the receiving terminal 120 may allow a person in charge to register his or her profile with a personal picture and greeting directly after logging in to the service using a service application.
  • the receiving terminal 120 may receive, in real time, reception status information indicating whether a current call connection is possible for a person in charge by using a service application, and transmit it to the calling terminal 110 through the service server 140.
  • the reception status information may be a state in which call connection is impossible, such as during vacation, during a meeting, or away from the room, or a call connection is possible. This has the effect of being able to easily set whether or not to receive calls of the person in charge due to the nature of the smartphone that the employee always carries, so that it is possible to provide the reception available state of the person in charge in real time.
  • the receiving terminal 120 may enable a person in charge to check a call record and customer inquiries with the calling terminal 110 in real time by using a service application.
  • the call record may be information on outgoing and incoming calls
  • the customer inquiry may be information on a callback request message and text message transmitted from the customer.
  • the receiving terminal 120 connects a VoIP call with the calling terminal 110 by using a service application or a pre-loaded VoIP app so that the customer and the person in charge make a call. That is, the receiving terminal 120 is connected to an IP network with a smartphone supporting the VoIP function, and performs call processing through the call system 130 using a SIP protocol for IP Telephony, and a call path is opened. This has the effect of preventing the exposure of the smartphone number, which is also used for personal use, to the customer.
  • the call system 130 performs a function of relaying a call between the calling terminal 110 and the called terminal 120.
  • the call system 130 may be a telephone switching system with an IP PBX, and may be implemented with the service server 140 and one device according to the embodiment.
  • the call system 130 may transmit voice and video through a data network.
  • the phone is connected through the Internet network (IP Network), and it is also connected to the PSTN through the Voice Gateway, so it is possible to connect the phone through a mobile phone or a general home phone.
  • IP Network Internet network
  • Voice Gateway Voice Gateway
  • the call system 130 extracts voice guidance information corresponding to the service subscriber in connection with the service server 140, and ).
  • the call system 130 may perform a VoIP call connection between the calling terminal 110 and the called terminal 120.
  • the service server 140 includes a hardware module identical to a typical web server or a network server.
  • the service server 140 may be implemented in the form of a web server or a network server.
  • the service server 140 generally communicates with an unspecified number of clients or other servers through an open computer network such as the Internet.
  • the service server 140 refers to a computer system and computer software (web server program) that derives and provides a work result corresponding to a request for performing work from a client or another web server.
  • web server program computer software
  • the service server 140 should be understood as a broad concept including a series of application programs running on the web server or various databases built in the device.
  • the service server 140 may perform a subscription and registration procedure related to a contact service based on subscription information and service registration information provided from a service subscriber.
  • the service server 140 may provide content related to a contact service.
  • the service server 140 may calculate and provide registered voice guidance information corresponding to the service subscriber in response to a service request of the call system 130 when an outgoing call from the originating terminal 110 to a service subscriber occurs.
  • the service server 140 transmits, to the calling terminal 110, response menu screen information including at least one support service registered in response to a service subscriber and information on a designated person in charge for each support service.
  • the service server 140 collects reception status information directly set by the person in charge through linkage with the reception terminal 120 and transmits it to the originating terminal 110 in real time.
  • the service server 140 performs a VoIP call connection between the calling terminal 110 and the called terminal 120 through linkage with the call system 130.
  • the service server 140 may relay transmission and reception of a text message or a callback request message between the calling terminal 110 and the called terminal 120.
  • FIG. 2 is a block diagram schematically showing a contact service providing apparatus according to the present embodiment.
  • the contact service providing apparatus 200 includes a service registration unit 210, a call service unit 220, a person in charge inquiry information output unit 230, a person in charge available information output unit 240, and a contact service providing unit 250. ) And a recording unit 260.
  • Components included in the contact service providing apparatus 200 are not necessarily limited thereto.
  • the contact service providing device 200 refers to a device including a call system 130 and a service server 140.
  • the call service unit 220 in the contact service providing device 200 corresponds to the call system 130, and the service registration unit 210 in the contact service providing device 200, the person in charge inquiry information output unit 230, and available information for the person in charge
  • the output unit 240, the contact service providing unit 250, and the recording unit 260 correspond to the service server 140.
  • Each component included in the contact service providing apparatus 200 is connected to a communication path connecting software modules or hardware modules inside the device, so that they can operate organically with each other. These components communicate using one or more communication buses or signal lines.
  • Each component of the contact service providing apparatus 200 shown in FIG. 2 refers to a unit that processes at least one function or operation, and may be implemented as a software module, a hardware module, or a combination of software and hardware.
  • the service registration unit 210 generates a unique service number for service subscribers based on the subscription information and service registration information provided from the service subscriber, and registers support service and designated person in charge information for each support service by matching the service number. Performs a function.
  • the service registration unit 210 When a service subscriber subscribes to the service using a web or an app and registers a company name, department (or type of customer inquiry), and employee information (name, position, smartphone number, etc.), the service registration unit 210 It creates a service number for each employee, assigns employee-specific identification information (Exension ID), and registers and stores it. At this time, the unique identification information for each employee given by the service registration unit 210 may be referred to as a kind of IP address for connecting a VoIP call after the employee downloads a service application.
  • the service registration unit 210 may receive and register voice guide information as service registration information from a service subscriber, and reproduce it when a call is connected with a corresponding service subscriber. To this end, first, when an outgoing call from the calling terminal 110 to a service subscriber occurs, the service registration unit 210 receives a service number in the outgoing call from the call service unit 220 and searches for a service subscriber matching the service number. do. Thereafter, the service registration unit 210 calculates the voice guidance information that is matched to the service subscriber and registers it and transmits it to the call service unit 220 so that the voice guidance information can be reproduced according to the outgoing call connection.
  • the call service unit 220 performs a function of relaying a call between the calling terminal 110 and the called terminal 120.
  • the call service unit 220 extracts voice guidance information corresponding to the service subscriber and transmits it to the calling terminal 110.
  • the call service unit 220 extracts the service number in the outgoing call and transfers it to the service registration unit 210, and receives pre-registered voice guidance information matching the service number from the service registration unit 210, and receives the calling terminal 110. Can be delivered to.
  • the call service unit 220 may perform a VoIP call connection between the calling terminal 110 and the called terminal 120.
  • the call service unit 220 When the call service unit 220 receives the VoIP call connection request signal from the contact service provider 250, the call service unit 220 checks whether the receiving terminal 120 to be connected to the VoIP call is in a registered state in which VoIP call can be sent, and checks. Depending on the result, the VoIP call connection between the receiving terminal 120 and the calling terminal 110 is performed.
  • the call service unit 220 provides a contact service with a request message to run a VoIP-related app when the receiving terminal 120 is not connected to the call service unit 220 and thus a VoIP call is not registered. Push to the receiving terminal 120 using the study 250.
  • the person in charge inquiry information output unit 230 is synchronized with the voice guide information transmitted through the call service unit 220 to output at least one support service corresponding to the service subscriber and information on the designated person in charge for each support service.
  • the person in charge inquiry information output unit 230 outputs the above support service and designated person in charge information for each support service only when it is confirmed that support for the ARS function seen among the applications already installed in the calling terminal 110 is confirmed. can do.
  • the person in charge inquiry information output unit 230 checks whether or not a serviceable application provided with a software development kit capable of executing the visible ARS function among the applications of the calling terminal 110 is installed.
  • the person in charge inquiry information output unit 230 transmits a command to drive the software development kit when a serviceable application is installed, and through this, support service and designated person in charge information for each support service can be displayed on the screen of the calling terminal 110. To be there.
  • the person in charge inquiry information output unit 230 may transmit the response menu screen information including support service and designated person in charge information for each support service to the calling terminal 110.
  • the person in charge inquiry information output unit 230 organizes and provides support service and designated person information for each support service in a tree structure, and based on this, a UI that enables direct search and selection of the person in charge of the task desired to the customer.
  • Response menu screen information performing a function as /UX can be transmitted to the calling terminal 110.
  • the person in charge inquiry information output unit 230 is a support service and support service on the screen of the calling terminal 110 through a method of driving a general web browser through SMS or the like when a serviceable application is not installed. Allows the information of the person in charge of each designation to be displayed.
  • the person in charge available information output unit 240 performs a function of outputting profile information matching each designated person in charge information and current reception status information.
  • the person in charge available information output unit 240 transmits profile information such as a picture and greeting of the person in charge registered using the receiving terminal 120 to the calling terminal 110 so that it can be reflected and displayed on the response menu screen information. do.
  • the person in charge available information output unit 240 collects reception status information for the designated person in real time by interlocking with the receiving terminal 120 of the designated person in charge corresponding to the designated person in charge information, and sends it to the sending terminal 110 to respond beforehand. It is reflected on the menu screen information so that it can be displayed.
  • the person in charge available information output unit 240 receives the reception status information set directly from the designated person in real time using the service application installed in the receiving terminal 120 and transmits it to the calling terminal 110, thereby allowing the customer to It can be implemented so that the available person in charge can be directly checked and selected among the person in charge of the desired task.
  • the contact service providing unit 250 controls communication between the specific person in charge selected by the customer and the calling terminal 110 through a direct connection service for the available person in charge supported on the calling terminal 110 based on the designated person in charge information and the current reception status information. do.
  • the contact service providing unit 250 controls the VoIP call connection between the receiving terminal 120 and the calling terminal 110 of the specific person in charge when the reception status information of a specific person in charge selected by the customer is in a state in which call connection is possible.
  • the contact service providing unit 250 extracts unique identification information corresponding to a specific person in charge when an outgoing call to a specific person in charge is detected according to the selection of a specific person in charge by the customer, and unique identification information and the calling terminal 110
  • the VoIP call connection request signal including the number information of) is transmitted to the call service unit 220.
  • the contact service provider 250 may push the received message to the receiving terminal 120 corresponding to a specific person in charge.
  • the contact service providing unit 250 may receive the text message or callback request message when selected by the customer while the call connection of a specific person in charge is not possible.
  • the contact service providing unit 250 stores the call connection request signal of the customer to the specific person in charge when the call connection request signal of the customer to the specific person in charge is recognized while the reception status information of the specific person in charge is not available for call connection.
  • the reception status information is changed to a call connection enabled state, a call connection can be made between a specific person in charge and the customer based on this. For example, as soon as the change of reception status information of a specific person in charge is recognized, the contact service providing unit 250 may transmit a notification of a call connection request for a customer to the specific person in charge.
  • the contact service providing unit 250 re-establishes the VoIP call connection between the receiving terminal 120 of the specific person in charge and the calling terminal 110 of the customer. You can proceed.
  • the recording unit 260 performs a function of storing and outputting transmission/reception information such as a text message or a callback request message and a call record between the calling terminal 110 and the called terminal 120.
  • the record unit 260 receives the contents of consultation input for the customer from the receiving terminal 120 of the specific person in charge, and the consultation date and time and contents of the consultation based on the customer's phone number. Etc. can be stored as customer information.
  • the recording unit 260 may transfer customer information previously stored with respect to the calling terminal 110 to the called terminal 120 prior to the call connection.
  • FIG. 3 is a flowchart illustrating a method of selecting a person in charge using a contact service according to the present embodiment.
  • the contact service providing apparatus 200 will be classified into a call system 130 and a service server 140 for convenience.
  • the service server 140 performs a subscription and registration procedure related to a contact service based on the subscription information and service registration information provided from the service subscriber (S302).
  • the receiving terminal 120 receives the profile and reception status information from the person in charge using the service application, and transmits it to the service server 140 so that it can be matched and registered on the designated person in charge information (S304 to S308).
  • the call system 130 transmits a service request signal to the service server 140 (S312), and is provided from the service server 140 in response thereto.
  • the received voice guidance information is transmitted to the calling terminal 110 (S316).
  • the call system 130 extracts the service number in the outgoing call and transmits it to the service server 140, and receives and sends pre-registered voice guidance information matching the service number from the service server 140. It can be delivered to the terminal 110.
  • the service server 140 is synchronized with the voice guide information transmitted through step S316 to provide at least one support service corresponding to the service subscriber and response menu screen information including information of a designated person in charge for each support service to the calling terminal 110, and (S316), the calling terminal 110 provides this on the screen (S318).
  • the service server 140 transmits the reception status information provided in step S306 to the calling terminal 110 according to the request of the calling terminal 110 (S322, S324), and the calling terminal 110 sends this to the response menu screen information.
  • the customer directly selects an available person in charge of the person in charge of the desired task and proceeds with a call connection (S326).
  • steps S302 to S326 are described as sequentially executing, but are not limited thereto. In other words, since it may be applicable to changing and executing the steps illustrated in FIG. 3 or executing one or more steps in parallel, FIG. 3 is not limited to a time-series order.
  • the method for selecting a person in charge using the contact service according to the present embodiment illustrated in FIG. 3 may be implemented as a program and recorded on a computer-readable recording medium.
  • a program for implementing a method for selecting a person in charge using a contact service according to the present embodiment is recorded, and the computer-readable recording medium includes all types of recording devices in which data that can be read by a computer system are stored.
  • FIG. 4 is a flowchart illustrating a method of connecting a person in charge using a contact service according to the present embodiment.
  • the service server 140 When the outgoing call to a specific person in charge is detected according to the customer's selection (S402, S404), the service server 140 extracts unique identification information corresponding to a specific person in charge, and unique identification information and the number of the calling terminal 110 The VoIP call connection request signal including the information is transmitted to the call system 130 (S406).
  • the call system 130 checks whether the receiving terminal 120 to be connected to the VoIP call is in a registered state in which VoIP call transmission is possible (S408).
  • step S408 the call system 130 performs a VoIP call connection between the receiving terminal 120 and the calling terminal 110 when the receiving terminal 120 is in a registered state in which VoIP call origination is possible (S410).
  • step S408 when the calling terminal 120 is in an unregistered state in which VoIP call transmission is not possible, the call system 130 temporarily sounds a dial tone to the calling terminal 110 (S412), and a request to run a VoIP-related app The message is pushed to the destination terminal 120 through the service server 140 (S414, S416).
  • the call system 130 reconfirms whether the receiving terminal 120 is in a registered state, and performs VoIP call connection according to the confirmation result (S418 to S422).
  • FIG. 4 it is described that steps S402 to S422 are sequentially executed, but the present invention is not limited thereto. In other words, since it may be applicable to changing and executing the steps illustrated in FIG. 4 or executing one or more steps in parallel, FIG. 4 is not limited to a time-series order.
  • the method for connecting a person in charge using a contact service according to the present embodiment illustrated in FIG. 4 may be implemented as a program and recorded in a computer-readable recording medium.
  • a program for implementing a method for connecting a person in charge using a contact service according to the present embodiment is recorded, and the computer-readable recording medium includes all types of recording devices that store data that can be read by a computer system.
  • FIG. 5 is a flowchart illustrating a message transmission method using a contact service according to the present embodiment.
  • the service server 140 When the service server 140 receives a text message transmission request signal to a specific person in charge, the service server 140 transmits it to the receiving terminal 120 (S502 to S506).
  • the receiving terminal 120 receives a text transmission request message according to a written reply from the person in charge in response to the text message transmission request signal (S508).
  • the receiving terminal 120 transmits the text transmission request message in step S508 to the service server 140 and sends it to the calling terminal 110 (S510, S212).
  • the receiving terminal 120 directly sends the text transmission request message of step S508 to the calling terminal 110 (S514).
  • FIG. 5 it is described that steps S502 to S514 are sequentially executed, but the present invention is not limited thereto. In other words, since the steps described in FIG. 5 may be changed and executed or one or more steps may be executed in parallel, FIG. 5 is not limited to a time-series order.
  • the message transmission method using the contact service according to the present embodiment illustrated in FIG. 5 may be implemented as a program and recorded on a computer-readable recording medium.
  • a program for implementing a message transmission method using a contact service according to the present embodiment is recorded and the computer-readable recording medium includes all types of recording devices in which data that can be read by a computer system is stored.
  • FIG. 6 is a flowchart illustrating a method of providing customer information using a contact service according to the present embodiment.
  • the service server 140 transmits the counseling contents of the calling customer registered in the calling terminal 120 to the called terminal 120 when a call is connected between the calling terminal 110 and the called terminal 120, and the person in charge does this before the call. Recognize and make a call (S602, S604).
  • the service server 140 transmits a customer information registration request message to the receiving terminal 120 when a call is terminated between a specific person in charge and the calling terminal 110 and a notification message for this is provided from the call system 130. Do (S606 ⁇ S610).
  • the receiving terminal 120 transmits the counseling contents of the calling customer received from the person in charge to the service server 140 (S612 and S614).
  • the service server 140 stores and stores the consultation date and time and contents of consultation based on the calling customer's phone number (S616).
  • FIG. 6 it is described that steps S602 to S616 are sequentially executed, but the present invention is not limited thereto. In other words, since it is possible to change and execute the steps illustrated in FIG. 6 or execute one or more steps in parallel, FIG. 6 is not limited to a time-series order.
  • the method for providing customer information using a contact service according to the embodiment illustrated in FIG. 6 may be implemented as a program and recorded on a computer-readable recording medium.
  • a program for implementing the method for providing customer information using a contact service according to the embodiment according to the present embodiment is recorded, and the computer-readable recording medium includes all types of recording devices storing data that can be read by a computer system. Includes.
  • FIG. 7 is a diagram showing a screen displayed on the calling terminal according to the present embodiment.
  • a response menu that functions as a UI/UX that enables direct search and selection of a person in charge of a customer's desired task on the calling terminal 110 Screen information can be displayed.
  • the response menu screen information is provided by organizing support service and designated person information for each support service in a tree structure, and current reception status information is matched and provided for each support person information. For example, among the designated person in charge information, an available person in charge who can call may be implemented so that it can be distinguished through a change in icon color or the like.
  • icons such as call connection, text inquiry, and callback request may be displayed and provided together with a profile registered by the person in charge.
  • call connection When the customer selects the call connection, a VoIP call is sent to the receiving terminal 120 of an available person in charge.
  • FIG. 8 is a diagram illustrating a screen displayed on a receiving terminal according to the present embodiment. Meanwhile, FIG. 8 illustrates an execution screen of a service application preloaded on the receiving terminal 120 in connection with the contact service according to the present embodiment.
  • a person in charge can directly register his or her profile with a personal picture and greeting after logging in to the service.
  • Figure 9 is a diagram for explaining the effect of a contact service according to the present embodiment.
  • Figure 9 (a) is an exemplary diagram illustrating a call connection process between a customer and a person in charge according to a conventional ARS service
  • Figure 9 (b) is a call between a customer and a person in charge according to the contact service according to the present embodiment. It is an exemplary diagram illustrating the connection process.
  • a customer calls a company, views the employee's profile through the smartphone screen, and identifies a person in charge of the desired task.
  • call service unit 230 person in charge inquiry information output unit

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Abstract

Un mode de réalisation concerne un procédé et un dispositif pour fournir un service de contact direct de représentant disponible, qui permettent à un appelant d'appeler une société et de voir des profils d'employés par l'intermédiaire d'un écran de téléphone intelligent, d'effectuer une demande de représentant en charge de travail recherché, et vérifier, en temps réel, un état recevable indiquant si le représentant correspondant peut recevoir l'appel, permettant ainsi à un client de trouver très rapidement un représentant disponible souhaité par le client et de connecter immédiatement l'appel.
PCT/KR2020/016125 2019-11-19 2020-11-17 Procédé et dispositif de fourniture d'un service de contact direct de représentant disponible WO2021101195A1 (fr)

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KR1020190148460A KR20210060906A (ko) 2019-11-19 2019-11-19 가용 담당자 직접 컨텍 서비스 제공 방법 및 장치

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KR102607333B1 (ko) * 2022-01-19 2023-12-05 최영삼 VoIP 기반 050 스마트 전화비서 디지털 서비스 시스템

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KR20050110951A (ko) * 2004-05-20 2005-11-24 안영수 통신망을 이용한 자동 상담실현방법
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