WO2022092689A1 - Procédé de gestion de réponse de client intégré, et serveur pour l'exécuter - Google Patents

Procédé de gestion de réponse de client intégré, et serveur pour l'exécuter Download PDF

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Publication number
WO2022092689A1
WO2022092689A1 PCT/KR2021/014671 KR2021014671W WO2022092689A1 WO 2022092689 A1 WO2022092689 A1 WO 2022092689A1 KR 2021014671 W KR2021014671 W KR 2021014671W WO 2022092689 A1 WO2022092689 A1 WO 2022092689A1
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WIPO (PCT)
Prior art keywords
customer
sns
ticket
opinion
company
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PCT/KR2021/014671
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English (en)
Korean (ko)
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박민영
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더화이트커뮤니케이션(주)
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Priority to JP2023549787A priority Critical patent/JP7473904B2/ja
Publication of WO2022092689A1 publication Critical patent/WO2022092689A1/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
    • G06Q30/01—Customer relationship services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/20—Natural language analysis
    • 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
    • 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
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0207—Discounts or incentives, e.g. coupons or rebates
    • 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
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • 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
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/01—Social networking

Definitions

  • the present invention relates to a customer-facing integrated management method and a server executing the same, and more particularly, to a customer-facing integrated management method for integrating and managing customer opinions received through various means, and to a server executing the same .
  • the call center system responds to the customer's call and acquires the customer's personal information, and then responds to the customer's request in IVR (Interactive Voice Response, voice answering machine) or communicates with the agent of the call center system Customers are connected and responding to customer requests.
  • IVR Interactive Voice Response, voice answering machine
  • An object of the present invention is to provide a customer-facing integrated management method for integrating and managing customer opinions received through various means and a server for executing the same.
  • An object of the present invention is to provide a customer-facing integrated management method and a server that executes the same.
  • the present invention identifies a negative issue that occurs through SNS to provide an integrated customer response management method and a server that executes the same, so that an internal operation can be entered or an issue is spread early to respond and take action. do.
  • the present invention extracts the influencer for each product, classifies and separates the influencer's feed, and provides it to the company, so that the company can utilize it for marketing and customer management, and a server executing the same aims to provide
  • the integrated customer service management server receives customer opinion data from the customer terminal through a ticket database in which customer comments are recorded and different types of customer service means, based on the customer opinion data.
  • a customer opinion analysis unit that accumulates and records customer opinions in the ticket according to whether a ticket corresponding to the customer information exists or is stored in the ticket database, a ticket corresponding to the same customer information with respect to the ticket stored in the ticket database a customer impact rating unit that determines the positive and negative impact ratings of the customer based on the issue information of
  • the SNS reaction index is calculated by monitoring the customer opinion on the SNS of the corresponding customer according to the positive influence rating and the negative influence rating, and the company opinion for the customer opinion is registered on the SNS of the company according to the SNS reaction index, and then the SNS When the reaction index is changed, it includes an SNS reaction index management unit that provides the SNS reaction index to the corresponding company terminal.
  • the customer-facing integrated management method executed in the customer-facing integrated management server for achieving this object receives customer opinion data from the customer terminal through different types of customer-facing means, based on the customer opinion data, customer information Accumulating and recording customer opinions in the ticket according to whether a ticket corresponding to . Determining the positive impact level and negative impact level of the customer based on the number of times of generation, the cumulative number of records of customer comments on the same ticket, and the SNS information corresponding to the customer information; Calculating the SNS reaction index by monitoring the customer opinion on the customer's SNS, and registering the company opinion for the customer opinion on the SNS of the company according to the SNS reaction index. If the SNS reaction index is changed, the SNS reaction index It includes the step of providing to the corresponding company terminal.
  • FIG. 1 is a network configuration diagram for explaining a customer-facing integrated system according to an embodiment of the present invention.
  • FIG. 2 is a block diagram illustrating an internal structure of a customer-facing integrated management server according to an embodiment of the present invention.
  • FIG. 3 is a flowchart illustrating an embodiment of an integrated customer service management method according to the present invention.
  • FIG. 4 is an exemplary diagram for explaining a customer-facing integrated management process according to an embodiment of the present invention.
  • ticket refers to a storage area in which customer opinions are accumulated and stored, even if the customer opinions are provided by connecting to the customer response means through a plurality of various methods of the customer and accessing the customer response integrated management server. It means.
  • the above ticket may exist for each customer information, company information, and product information, and when the processing of the customer opinion on the product is completed, the status is changed to the processed status.
  • FIG. 1 is a network configuration diagram for explaining a customer-facing integrated system according to an embodiment of the present invention.
  • the customer-facing integrated system includes a customer-facing integrated management server 100 , a customer terminal 200 , and a counselor terminal 300 .
  • the customer-facing integrated management server 100 is a server for receiving and integrated management of customer opinions when the customer terminal 200 is connected through the customer-facing means 110 .
  • customer response means 110 may be implemented as a consultation exchange, intelligent chatting robot, and the like.
  • the customer-facing integrated management server 100 receives a call signal from the customer terminal 200 through the customer-facing means 110, the customer terminal After connecting the 200 and the counselor terminal 300, the contents of a call between the counselor and the customer are recorded to generate customer opinion data. Then, the customer service means 110 provides the customer opinion data to the customer service integrated management server (100).
  • the customer-facing integrated management server 100 receives customer opinion data from the customer terminal 200 through the customer-facing means 110 .
  • the integrated customer service management server 100 may receive the customer opinion data in text form from the customer terminal 200 through the e-mail.
  • the customer-facing integrated management server 100 determines the influence level of the customer by using the customer information corresponding to the ticket and the information on the SNS corresponding to the customer information.
  • the impact rating includes a positive impact rating and a negative impact rating.
  • the customer-facing integrated management server 100 for the ticket is based on the issue information of the ticket corresponding to the same customer information, the number of times of generation, the cumulative number of customer comments on the same ticket, and the SNS information corresponding to the customer information. Determine the impact rating.
  • the reason that the customer-facing integrated management server 100 considers the issue information of the ticket when determining the customer's impact level is that if the issue information is a negative issue, negative posts about the same product may be registered through the customer's SNS. because there is
  • the reason that the customer-facing integrated management server 100 considers the SNS information corresponding to customer information when determining the customer's influence rating depends on the number of posts, comments, likes, and followers registered by the customer through SNS. This is because customer impact ratings may vary.
  • the integrated customer service management server 100 classifies the ticket according to whether the issue information of the customer opinion is a positive issue or a negative issue for the same product with respect to the ticket, and registers the positive issue and the negative issue.
  • the customer's influence level is determined using the SNS information corresponding to the customer information.
  • the customer impact rating determining unit 130 increases or decreases the positive rating of the customer according to the number of posts, comments, likes, and number of followers registered through SNS by the customer who registered the positive issue to increase or decrease the positive rating of the customer. Determine the customer's positive rating.
  • the customer-facing integrated management server 100 increases the customer's positive rating as the number of posts, comments, likes, and followers registered through SNS by customers who registered positive issues increases, and decreases the positive rating of customers as the number decreases.
  • the customer-facing integrated management server 100 increases or decreases the negative rating of the customer according to the number of postings, the number of comments, the number of likes, and the number of followers registered through SNS by the customer who registered the negative issue to increase or decrease the customer determine the negative rating of
  • the customer-facing integrated management server 100 decreases the customer's negative rating as the number of posts, comments, likes, and followers registered through SNS by customers who registered negative issues decreases, and increases the customer's negative ratings as the number increases. Determine the negative rating of the customer.
  • the customer-facing integrated management server 100 manages the SNS response index based on the customer opinion on the SNS of the customer according to the positive influence grade and the negative influence grade of the customer.
  • the SNS reaction index may be determined as any one of safety, normal, warning, caution, and serious according to how many negative keywords predetermined in the customer opinion exist.
  • the customer-facing integrated management server 100 analyzes the customer opinion on the SNS of the customer having a positive influence rating of a specific rating or higher, and if there is a predetermined negative keyword, calculates the number of negative keywords, and the number of negative keywords is If the number is greater than a certain number, the SNS response index is increased by two or more steps according to the number of negative keywords. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safety to warning.
  • the integrated customer service management server 100 analyzes the customer opinion on the SNS of the customer having a negative influence rating of a specific rating or higher, and if there is a predetermined negative keyword, calculates the number of negative keywords, and the number of negative keywords If is more than a certain number, the SNS response index is increased by one step according to the number of negative keywords. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safe to normal.
  • the customer response integrated management server 100 registers the company opinion for the customer opinion according to the customer's SNS reaction index on the company's SNS, and then when the SNS reaction index is changed, the SNS reaction index is set to the corresponding company terminal 400 provided to
  • the customer-facing integrated management server 100 creates a new ticket or uses a ticket stored in the ticket database 170 according to whether a ticket corresponding to customer information, company information, and product information extracted from customer opinion data exists. to accumulate and record customer opinions.
  • the customer-facing integrated management server 100 may not exist in the ticket database 170 for tickets corresponding to customer information, company information, and product information, the customer information, the company information, and the product information corresponding to the A ticket may be created and the customer comments recorded on the ticket may be stored in the ticket database 170 .
  • the customer-facing integrated management server 100 may additionally record and store the customer opinion data in the ticket when tickets corresponding to customer information, company information, and product information exist.
  • the customer terminal 200 is a terminal owned by a customer that provides customer opinions on the company's products by accessing various types of customer response means 110 .
  • a customer terminal 200 may be implemented as a smart phone, a tablet PC, a desktop, a notebook computer, and the like.
  • the customer terminal 200 may provide customer opinions on the products of the company by accessing different types of customer response means 110 .
  • the counselor terminal 300 is a terminal owned by a counselor who is connected to the customer terminal 200 through the customer response means 110 to conduct a consultation.
  • the counselor terminal 300 may receive a ticket corresponding to customer information, company information, and product information from the customer-facing integrated management server 100 , and integrally check customer opinions on product information to conduct a consultation quickly.
  • FIG. 2 is a block diagram illustrating an internal structure of a customer-facing integrated management server according to an embodiment of the present invention.
  • the customer response integrated management server 100 includes a customer response means 110 , a customer opinion analysis unit 120 , a customer impact rating determining unit 130 , an SNS response index management unit 140 , and customers by company. It includes a behavior signal collection unit 150 , a purchase inducement unit 160 , a ticket database 170 , and a ticket management unit 180 .
  • the customer opinion analysis unit 120 analyzes the customer opinion data to extract customer information, company information, product information, and customer opinion and provides it to the ticket management unit 180 .
  • the customer opinion analysis unit 120 receives a call signal from the customer terminal 200 through the customer response means 110, the customer terminal 200 and After connecting the counselor terminal 300 , it is possible to record the conversation between the agent and the customer to generate customer opinion data, and to analyze the customer opinion data to extract customer information, company information, product information, and customer opinion.
  • the customer opinion analysis unit 120 may generate voice data by recording the contents of a call between the counselor and the customer, and convert the voice data into text to generate customer opinion data in the form of text.
  • the customer opinion analysis unit 120 may receive the customer opinion data in text form from the customer terminal 200 through the intelligent chatting robot. there is.
  • the customer opinion analysis unit 120 may receive the customer opinion data in text form from the customer terminal 200 through the e-mail.
  • the customer influence level determining unit 130 determines the customer's influence level by using the customer information corresponding to the ticket stored in the ticket database 170 and the information on the SNS corresponding to the customer information.
  • the impact rating includes a positive impact rating and a negative impact rating.
  • the customer influence rating unit 130 determines the issue information of the ticket corresponding to the same customer information with respect to the ticket stored in the ticket database 170, the number of times of generation, the number of accumulated customer opinions on the same ticket, and the SNS corresponding to the customer information. Based on the information, determine the impact rating for that customer.
  • the reason that the customer influence rating determining unit 130 considers the issue information of the ticket when determining the customer's impact rating is that if the issue information is a positive issue, a negative post about the same product will be registered through the customer's SNS because it can
  • the reason why the customer influence rating determining unit 130 considers the SNS information corresponding to customer information when determining the customer influence rating depends on the number of posts, comments, likes, and followers registered by the customer through SNS. This is because customer impact ratings may vary.
  • the customer impact rating unit 130 classifies the ticket according to whether the issue information of the customer opinion is a positive issue or a negative issue for the same product with respect to the ticket stored in the ticket database 170, The influence level of the customer is determined by using the SNS information corresponding to the customer information that has registered the negative issue and the negative issue.
  • the customer impact rating determining unit 130 increases or decreases the positive rating of the customer according to the number of posts, comments, likes, and number of followers registered through SNS by the customer who registered the positive issue to increase or decrease the positive rating of the customer. Determine the customer's positive rating.
  • the customer impact rating determining unit 130 increases the customer's positive rating as the number of posts, comments, likes, and followers registered through SNS by customers who have registered a positive issue increases, and decreases the customer's positive rating as the number decreases.
  • the customer impact rating determining unit 130 increases or decreases the negative rating of the customer according to the number of postings, the number of comments, the number of likes, and the number of followers registered through SNS by the customer who registered the negative issue to increase or decrease the customer's negative rating. determine the negative rating of
  • the customer impact rating determining unit 130 decreases the customer's negative rating as the number of posts, comments, likes, and followers registered through SNS by the customer who registered a negative issue decreases, and increases the customer's negative rating as the number increases. Determine the negative rating of the customer.
  • the SNS reaction index management unit 140 manages the SNS reaction index based on the customer opinion on the SNS of the corresponding customer according to the positive influence level and the negative influence level of the customer.
  • the SNS reaction index may be determined as any one of safety, normal, warning, caution, and serious according to how many negative keywords predetermined in the customer opinion exist.
  • the SNS reaction index management unit 140 analyzes the customer opinion on the SNS of the customer having a positive influence rating of a specific grade or higher, and if there is a predetermined negative keyword, calculates the number of negative keywords, and the number of negative keywords is specified If the number is greater than the number, the SNS response index is increased by two or more steps according to the number of negative keywords. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safety to warning.
  • the reason for this is that a customer with a positive impact rating of a certain rating or higher has a large number of posts, comments, likes, and followers registered through SNS. Therefore, the SNS reaction index is increased by two or more steps.
  • the SNS reaction index management unit 140 analyzes the customer opinion on the SNS of the customer having a negative influence rating of a specific grade or higher, and if there is a predetermined negative keyword, calculates the number of negative keywords, and the number of negative keywords is If the number is greater than a certain number, the SNS response index is increased by one step according to the number of negative keywords. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safe to normal.
  • the SNS reaction index management unit 140 provides the SNS reaction index to the corresponding company terminal when the SNS reaction index is changed after registering the company opinion for the customer opinion on the company's SNS according to the customer's SNS reaction index.
  • the customer behavior signal collection unit 150 for each company collects customer behavior signals generated on the web page for each company.
  • the customer behavior signal is generated whenever a customer manipulation (eg, touch, click, etc.) occurs on a web page displayed through the online market application.
  • customer behavior signals include clicking a specific image on a web page for each company, selecting an option for an item registered on a web page for each company and moving it to the shopping cart, and selecting the item registered on the web page for each company as a product of interest. It can be created when an action to register as
  • the purchase inducement unit 160 analyzes the customer behavior signals for each company collected by the customer behavior signal collection unit 150 for each company, and provides a predetermined coupon to the customer through the web page of the corresponding company.
  • the purchase inducement unit 160 analyzes the customer behavior signals for each company, and when the number of times of customer access is the first and one or more items are moved to the customer's shopping cart, the purchase pattern of the customer is converted into a new customer purchase pattern.
  • the company decides to provide a coupon for the first purchase to the customer through the company's web page.
  • the purchase inducement unit 160 analyzes the customer behavior signals for each company, and when the number of accesses of the customer on a weekly basis is more than a certain number of times and one or more items are moved to the shopping cart, the purchase pattern of the customer is displayed as a product. It is decided based on the purchase consideration pattern and provides a coupon corresponding to the promotion of purchase to the customer through the web page of the relevant company.
  • the purchase inducement unit 160 analyzes the customer behavior signals for each company, and when the amount of the item moved to the shopping cart is greater than or equal to a specific amount, the purchase pattern of the customer is determined as a customer pattern sensitive to the shipping cost, and the corresponding Through the company's web page, customers are offered coupons for free shipping.
  • the present invention can support purchase promotion and sales of similar products by tracking and analyzing customer behavior signals at the time of purchase by a customer to identify an imminent purchase pattern, and by exposing and alerting a classified imminent purchase customer's shopping cart and products of interest.
  • the impact level of the customer is determined based on the issue information of the ticket corresponding to the same customer information, the number of times of generation, the cumulative number of records of customer comments on the same ticket, and the SNS information corresponding to the customer information do.
  • the ticket database 170 stores tickets corresponding to customer information, company information, and product information.
  • the ticket management unit 180 creates a new ticket or generates a new ticket according to whether a ticket corresponding to customer information, company information, and product information extracted through the customer opinion analysis unit 120 exists in the ticket database 170 . ) by using the stored tickets to accumulate and record customer opinions.
  • the ticket management unit 180 generates a ticket corresponding to the customer information, the company information, and the product information if the ticket corresponding to the customer information, the company information, and the product information does not exist in the ticket database 170 . and record the customer opinion on the ticket and store it in the ticket database 170 .
  • the ticket management unit 180 extracts a ticket from the ticket database 170 and then adds the ticket to the extracted ticket.
  • the customer opinion data may be additionally recorded and stored in the ticket database 170 .
  • FIG. 3 is a flowchart illustrating an embodiment of an integrated customer service management method according to the present invention.
  • step S310 when the integrated customer service management server 100 receives customer opinion data from the customer terminal through different types of customer service means (step S310 ), a ticket corresponding to customer information based on the customer opinion data The customer opinions are accumulated and recorded in the ticket according to whether there exists or is stored in the ticket database (step S320).
  • the customer-facing integrated management server 100 is based on the ticket's issue information corresponding to the same customer information with respect to the ticket stored in the ticket database, the number of ticket generation times, the cumulative number of customer comments on the same ticket, and the SNS information corresponding to the customer information. to determine the positive impact level and the negative impact level of the customer (step S330).
  • the customer-facing integrated management server 100 calculates an SNS response index by monitoring the customer opinion on the SNS of the corresponding customer according to the positive influence grade and the negative influence grade of the customer (step S340).
  • Customer response integrated management server 100 provides the SNS response index to the corresponding company terminal when the SNS response index is changed after registering the company opinion for the customer opinion on the SNS of the company according to the SNS reaction index (step S350).
  • FIG. 4 is an exemplary diagram for explaining a customer-facing integrated management process according to an embodiment of the present invention.
  • the integrated customer service management server 100 manages the SNS response index based on the customer opinion on the SNS of the corresponding customer according to the positive influence level and the negative influence level of the customer.
  • the SNS reaction index may be determined as any one of safety, normal, warning, caution, and severe depending on how many negative keywords predetermined in the customer opinion exist, and through the color of the traffic light as shown in FIG. 4, safety, normal, warning , caution, or serious.
  • the customer-facing integrated management server 100 analyzes the customer opinion on the SNS of the customer having a positive influence rating of a specific rating or higher, and if there is a predetermined negative keyword, calculates the number of negative keywords, and the number of negative keywords is If the number is greater than a certain number, the SNS response index is increased by two or more steps according to the number of negative keywords. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safety to warning.
  • the integrated customer service management server 100 analyzes the customer opinion on the SNS of the customer having a negative influence rating of a specific rating or higher, and if there is a predetermined negative keyword, calculates the number of negative keywords, and the number of negative keywords If is more than a certain number, the SNS response index is increased by one step according to the number of negative keywords. For example, if the current SNS reaction index is safe, the SNS reaction index management unit 140 increases the SNS reaction index from safe to normal.
  • the customer-facing integrated management server 100 analyzes the customer's opinion on the customer's SNS as shown in reference number (a) and calculates the number of negative keywords if a predetermined negative keyword exists, and if the number of negative keywords is more than a specific number, refer As shown in number (b), the SNS response index is increased by one step according to the number of negative keywords.
  • the customer response integrated management server 100 registers the reference number (c) and the company opinion for the customer opinion according to the customer's SNS reaction index on the SNS of the company, and when the SNS reaction index decreases, the SNS reaction index It is provided to the terminal of the corresponding company.

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Abstract

Un serveur de gestion de réponse de client intégré selon un mode de réalisation de la présente invention comprend : une base de données de tickets dans laquelle des tickets ayant des enregistrements d'opinions de clients sont stockés ; une unité d'analyse d'opinions de clients pour enregistrer de manière cumulative des opinions de clients sur un ticket selon que le ticket correspondant aux informations de clients existe et que le ticket est stocké dans la base de données de tickets sur la base de données d'opinions de clients, lorsque les données d'opinions de clients sont reçues d'un terminal client par l'intermédiaire de différents types de moyens de réponses de clients ; une unité d'évaluation d'impact de clients pour déterminer une évaluation d'impact positif et une évaluation d'impact négatif pour le client correspondant sur la base d'informations d'émission de tickets correspondant aux mêmes informations de clients pour les tickets stockés dans la base de données de ticket, la fréquence de génération de tickets, la fréquence d'enregistrements cumulatifs d'opinions de clients sur le même ticket, et des informations SNS correspondant aux informations de clients ; et une unité de gestion d'indice de réaction SNS qui surveille des opinions de clients sur SNS du client correspondant en fonction de l'évaluation d'impact positif et de l'évaluation d'impact négatif du client, de manière à calculer un indice de réaction SNS, et qui enregistre une opinion de société concernant les opinions de clients sur SNS de la société selon l'indice de réaction SNS, et fournit ensuite l'indice de réaction SNS à un terminal de société correspondant lorsque l'indice de réaction SNS change.
PCT/KR2021/014671 2020-10-26 2021-10-20 Procédé de gestion de réponse de client intégré, et serveur pour l'exécuter WO2022092689A1 (fr)

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Application Number Priority Date Filing Date Title
JP2023549787A JP7473904B2 (ja) 2020-10-26 2021-10-20 顧客応対統合管理方法およびこれを実行するサーバー

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KR1020200138945A KR102440037B1 (ko) 2020-10-26 2020-10-26 고객 응대 통합 관리 방법 및 이를 실행하는 서버
KR10-2020-0138945 2020-10-26

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