TWI578259B - Online wait number reporting system - Google Patents
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- TWI578259B TWI578259B TW105111414A TW105111414A TWI578259B TW I578259 B TWI578259 B TW I578259B TW 105111414 A TW105111414 A TW 105111414A TW 105111414 A TW105111414 A TW 105111414A TW I578259 B TWI578259 B TW I578259B
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Description
本發明係關於一種回報系統，更特別的是關於一種讓使用者撥打企業客服電話前能預先得知該企業客服電話之線上等待人數的回報系統。 The present invention relates to a reward system, and more particularly to a reward system for allowing a user to know the number of online waiting persons of the company's customer service telephone before dialing the customer service call.
當使用者對一企業主(例如銀行或電信業者)所提供之產品(金融產品或電信費率)有疑問或是有意見回饋時，使用者常會透過企業主所提供的客戶服務專線(亦常被稱為客服電話)，藉由該客服電話來與客戶服務人員進行詢問及溝通。然而，企業主基於成本效益考量，電話客戶服務部門之客戶服務人員的數量有限，當有過多的使用者同時撥打客戶服務專線時，會使得部分的使用者縱使已按下了轉接專人客服的選項，卻因為所有客戶服務人員皆在忙線中，而告知要使用者必須繼續在線上等待，由於等待時間的時間未明確，容易造成等待的使用者感到焦慮，更會造成通話費用大幅增加，更進而可能導致使用者對該企業的滿意度下降造成企業流失客戶的情事發生。 When users have questions or feedback on the products (financial products or telecommunications rates) provided by a business owner (such as a bank or a telecom operator), users often use the customer service line provided by the business owner (also often Known as the customer service phone, the customer service phone is used to make inquiries and communication with customer service personnel. However, based on cost-effective considerations, the number of customer service personnel in the telephone customer service department is limited. When too many users call the customer service line at the same time, some users will even press the transfer customer service. The option, because all customer service personnel are busy, and tells the user to continue to wait on the line, because the waiting time is not clear, it is easy to cause the waiting user to feel anxious, and will cause a significant increase in the cost of the call. In turn, the user's satisfaction with the company may be reduced, causing the loss of the customer.
因此，如何發明出一種線上等待人數回報系統以讓使用者能夠在尚未撥打客服電話前，即可預先了解客服電話之線上等待人數，將是本發明所欲積極揭露之處。 Therefore, how to invent a kind of online waiting number return system to enable the user to know the number of online waiting persons for the customer service phone before the customer service call has been made, will be the active disclosure of the present invention.
本發明之一目的在於提供一種能讓使用者於撥打企業之客服電話前可預先得知線上等待人數的線上等待人數回報系統。 An object of the present invention is to provide an online waiting number returning system that allows a user to know the number of people waiting online before calling the customer service call of the company.
為達上述目的及其他目的，本發明提出一種線上等待人數回報系統，係用以提供至少一客服電話之線上等待人數，該線上等待人數回報系統包含一伺服器及一回報裝置。該伺服器係具有該至少一客服電話所對應之等待人數資料；及該回報裝置係包括一處理模組、一通訊模組及一顯示模組。該處理模組係根據一外部訊號以產生對應該等客服電話中至少一者的擷取訊號；該通訊模組係與該處理模組相耦接，該通訊模組係與該伺服器建立連線，根據該擷取訊號擷取對應之客服電話之等待人數資料，並將該等待人數資料輸出至該處理模組；及該顯示模組係與該處理模組相耦接，以顯示該通訊模組所擷取之等待人數資料。 To achieve the above and other objects, the present invention provides an online waiting number return system for providing at least one online waiting number for a customer service call, the online waiting number return system including a server and a reward device. The server has the waiting person data corresponding to the at least one customer service phone; and the reward device comprises a processing module, a communication module and a display module. The processing module is configured to generate a response signal corresponding to at least one of the customer service calls according to an external signal; the communication module is coupled to the processing module, and the communication module is connected to the server a line, the number of waiting persons for the corresponding customer service call is retrieved according to the captured signal, and the waiting person data is output to the processing module; and the display module is coupled to the processing module to display the communication The number of waiting people for the module.
於本發明之一實施例中，該回報裝置更具有一回饋模組，係與該處理模組相耦接，當該通訊模組所擷取之等待人數資料大於一門檻值，該回饋模組係選擇地輸出一使用者連絡資料。 In an embodiment of the present invention, the reward device further includes a feedback module coupled to the processing module, and the feedback module has a waiting number of data greater than a threshold value, and the feedback module A user contact data is selectively output.
於本發明之一實施例中，該伺服器所具有之等待人數資料係包括該至少一客服電話的即時等待人數資訊。 In an embodiment of the present invention, the waiting data of the server includes information of the instantaneous waiting number of the at least one customer service phone.
於本發明之一實施例中，該伺服器所具有之等待人數資料係包括根據一統計作業而獲得之估計等待人數資訊。 In an embodiment of the present invention, the server has a waiting number of data including estimated waiting number information obtained according to a statistical operation.
於本發明之一實施例中，該統計作業係為大數據分析。 In an embodiment of the invention, the statistical operation is big data analysis.
藉此，本發明之等待人數回報系統能讓使用者於撥打客服專線前，預先了解語音線上的等待人數以自行決定是否撥打客服專線，讓使用者可更容易管控時間，並可提升使用者對該企業的滿意程度。 Therefore, the waiting number returning system of the present invention enables the user to know the waiting number of the voice line before dialing the customer service line to decide whether to call the customer service line, so that the user can control the time more easily, and the user can be improved. The degree of satisfaction of the business.
1‧‧‧等待人數回報系統 1‧‧‧waiting number return system
10‧‧‧伺服器 10‧‧‧Server
20‧‧‧回報裝置 20‧‧‧Return device
22‧‧‧處理模組 22‧‧‧Processing module
24‧‧‧通訊模組 24‧‧‧Communication Module
26‧‧‧顯示模組 26‧‧‧Display module
28‧‧‧回饋模組 28‧‧‧Reward module
〔圖1〕係為本發明一實施例中之等待人數回報系統的功能方塊圖。 FIG. 1 is a functional block diagram of a waiting number return system in an embodiment of the present invention.
〔圖2a〕及〔圖2b〕係為本發明一實施例中之顯示模組的顯示畫面的示意圖。 2a and 2b are schematic diagrams showing a display screen of a display module in accordance with an embodiment of the present invention.
為充分瞭解本發明之目的、特徵及功效，茲藉由下述具體之實施例，並配合所附之圖式，對本發明做一詳細說明，說明如後：請參閱圖1，係為本發明一實施例中之等待人數回報系統的功能方塊圖。該等待人數回報系統1包含一伺服器10及一回報裝置20。 In order to fully understand the objects, features and advantages of the present invention, the present invention will be described in detail with reference to the accompanying drawings. A functional block diagram of the waiting number return system in one embodiment. The waiting number return system 1 includes a server 10 and a reward device 20.
該伺服器10係可為一企業中所建置之伺服裝置，用以儲存該企業之至少一客服電話所對應之等待人數資料；或是該伺服器10可為一中繼伺服裝置，分別與各企業的伺服器相連接，以獲取各企業之該至少一客服電話所對應之等待人數資料。值得注意的是，該等待人數資料係可為該至少一客服電話所對應之即時等待人數資訊，亦可為根據一統計作業而獲得之估計等待人數資訊，例如透過大數據分析所獲得之各種時段估計等待人數資訊，但該統計作業及統計方式並不以此為限。 The server 10 can be a server device built in an enterprise for storing the number of waiting persons corresponding to at least one customer service phone of the enterprise; or the server 10 can be a relay server device, respectively The servers of each enterprise are connected to obtain the waiting person data corresponding to the at least one customer service phone of each enterprise. It is worth noting that the waiting number data may be the information of the immediate waiting number corresponding to the at least one customer service phone, and may also be the estimated waiting person information obtained according to a statistical operation, such as various time periods obtained through big data analysis. Estimated waiting number information, but the statistical operation and statistical methods are not limited to this.
該回報裝置20係與該伺服器10相耦接，以取得該伺服器10中的等待人數資料，於本實施例中，該回報裝置20係為例如智慧型手機之手持式電子裝置，值得注意的是，該回報裝置20可透過搭載於其中的手機應用程式(APP)，來顯示目前的線上等待人數，或預測接下來不同時段的等待人數之相關資訊。該回報裝置係包括一處理模組22、一通訊模組24及一顯示模組26。 The reporting device 20 is coupled to the server 10 to obtain the number of waiting persons in the server 10. In the embodiment, the reporting device 20 is a handheld electronic device such as a smart phone. The reward device 20 can display the current online waiting number or predict the number of waiting persons at different times through the mobile application (APP) installed therein. The reporting device includes a processing module 22, a communication module 24, and a display module 26.
當一使用者(圖未示)在準備撥打一企業的客服電話之電話號碼而操作該回報裝置20時，會產生對應的一外部訊號，該外部訊號可區分為：(1).由複數個已預先建立於該回報裝置20的客服電話中選擇其一的選擇訊號；或是 (2).該使用者直接於該回報裝置20上輸入客服電話之電話號碼的輸入訊號，而該處理模組22即可根據該外部訊號以產生對應該等客服電話中至少一者的擷取訊號。於本實施例中，該處理模組20係可為一處理器。 When a user (not shown) operates the reward device 20 while preparing to dial the telephone number of the customer service phone of the enterprise, a corresponding external signal is generated, and the external signal can be divided into: (1). a selection signal that has been previously established in the customer service phone of the reward device 20; or (2) The user inputs the input signal of the telephone number of the customer service phone directly to the reward device 20, and the processing module 22 can generate a corresponding one of the customer service calls according to the external signal. Signal. In this embodiment, the processing module 20 can be a processor.
該通訊模組24係供該回報裝置20與該伺服器10之間建立連線以交換資料，該通訊模組24係可根據該處理模組20所產生之擷取訊號，來由該伺服器10中擷取對應之電話語音服務之等待人數資料，並將其所擷取之等待人數資料輸出至該處理模組22中。於本實施例中，該通訊模組24係可為一無線通訊模組，例如一WiFi模組、一無線行動網路通訊模組、3G、4G、5G等無線行動網路通訊模組，也可以是有線通訊模組，如ADSL/光纖網路等。 The communication module 24 is configured to establish a connection between the reporting device 20 and the server 10 for exchanging data. The communication module 24 can be used by the server according to the captured signal generated by the processing module 20. In 10, the waiting number of the corresponding telephone voice service is retrieved, and the waiting person data retrieved is output to the processing module 22. In this embodiment, the communication module 24 can be a wireless communication module, such as a WiFi module, a wireless mobile network communication module, 3G, 4G, 5G and other wireless mobile network communication modules. It can be a wired communication module such as ADSL/Fiber network.
該顯示模組26係與該處理模組22相耦接，當該處理模組24接收到該通訊模組24由該伺服器10中所擷取之人數資料後，該顯示模組26即可顯示該人數資料，以供使用者參考該客服電話目前的等待人數數量，藉由人數數量的多寡，使用者即可自行評估是否要立即撥打該客服電話之電話或是隔一段時間後再撥打。於本實施例中，該顯示模組26係可為一觸控式顯示器。於其他實施例中，該顯示模組26亦可為VR/AR系統之顯示裝置。 The display module 26 is coupled to the processing module 22, and after the processing module 24 receives the data of the number of persons captured by the server 10 from the server 10, the display module 26 can The number of people is displayed for the user to refer to the current number of waiting persons of the customer service phone. By the number of the number of people, the user can self-evaluate whether to call the customer service phone immediately or after a certain period of time. In this embodiment, the display module 26 can be a touch display. In other embodiments, the display module 26 can also be a display device of the VR/AR system.
再者，該回報裝置20更可進一步地具有一回饋模組28，該回饋模組28係與該處理模組22相耦接。當該處理模組22由該通訊模組24所獲取之人數資料大於一門檻值時，該回饋模組28係可輸出一使用者連絡資料，其中，該使用者連絡資料係可為使用者預先設定於該回報裝置20中的個人聯絡電話或電子郵件，亦可為使用者直接透過一輸入模組(圖未示，例如一鍵盤或是該顯示模組26上所顯示的觸控鍵盤)所輸入至該回報裝置20中的個人聯絡電話或電子郵件。例如，該門檻值設定為5，當使用者所選擇之客服電話的線上等待人數大於5人時， 該回饋模組28即可讓使用者可選擇地輸出該使用者連絡資料至對應之企業的伺服器，使該企業之客服人員於空閒時可透過該使用者連絡資料來與該使用者聯絡。 Furthermore, the reward device 20 further has a feedback module 28 coupled to the processing module 22. When the number of the data obtained by the processing module 22 is greater than a threshold, the feedback module 28 can output a user contact data, wherein the user contact data can be pre-defined by the user. The personal contact telephone or e-mail set in the reward device 20 can also be directly used by the user through an input module (not shown, such as a keyboard or a touch keyboard displayed on the display module 26). The personal contact number or email entered into the reward device 20. For example, the threshold is set to 5, when the number of online waiting for the customer service phone selected by the user is greater than 5, The feedback module 28 allows the user to selectively output the user contact information to the server of the corresponding enterprise, so that the customer service personnel of the enterprise can communicate with the user through the user contact information when idle.
請參閱圖2a及圖2b，係為本發明一實施例中之顯示模組的顯示畫面的示意圖。當使用者於圖2a之回報裝置20的顯示模組26所顯示之複數企業的客服電話中選取其一時，該回報裝置20及會透過上述流程與使用者所選取之企業的伺服器10相連接，以擷取對應之客服電話之等待人數資料，再由如圖2b之方式顯示於該顯示模組26上，以供使用者做為撥打客服電話之參考。其中，該顯示模組26上所顯示之等待人數資料可為即時的等待人數資訊，例如圖2b中所示「等待人數為5人」，亦或是透過統計作業(例如大數據分析)而預測接下來不同時段的等待人數資訊，例如圖2b中所示「一小時後估計有5個等待人數」、「二小時後估計有15個等待人數」等，以方便使用者在未來時段中選擇合適的時段再撥打客服電話。值得注意的是，該估計等待人數資訊係可透過各種統計分析方式對各時段中使用客服電話的人數多寡進行評估而得，凡是可以估計等待人數之統計預測方法，皆屬本發明所保護之範圍。 2a and 2b are schematic diagrams showing a display screen of a display module in accordance with an embodiment of the present invention. When the user selects one of the plurality of customer service calls displayed by the display module 26 of the reward device 20 of FIG. 2a, the reward device 20 and the server 10 of the enterprise selected by the user are connected through the above process. The data of the waiting number of the corresponding customer service phone is displayed on the display module 26 as shown in FIG. 2b for the user to refer to the customer service call. The number of waiting persons displayed on the display module 26 can be an immediate waiting number information, such as "the number of waiting persons is 5" as shown in FIG. 2b, or predicted by statistical operations (such as big data analysis). The number of waiting persons at different times, such as "the estimated number of waiting people after one hour" and "the estimated number of waiting people after two hours", as shown in Figure 2b, so that users can choose the right time in the future. Call the customer service number during the time. It is worth noting that the estimated waiting number information can be obtained by evaluating the number of people using customer service calls in each time period through various statistical analysis methods. Any statistical prediction method that can estimate the waiting number is within the scope of protection of the present invention. .
藉此，本發明之等待人數回報系統能讓使用者於撥打客服專線前，預先了解語音線上即時的等待人數或是未來時段中所估計的等待人數，以供使用者自行決定是否撥打客服專線，讓使用者可更容易管控時間並節省通話費，並可提升使用者對該企業的滿意程度。 Therefore, the waiting number returning system of the present invention enables the user to know in advance the number of waiting persons on the voice line or the waiting number of people in the future time period before dialing the customer service line, so that the user can decide whether to call the customer service line. It makes it easier for users to control time and save on call charges, and to improve user satisfaction with the company.
本發明在上文中已以較佳實施例揭露，然熟習本項技術者應理解的是，該實施例僅用於描繪本發明，而不應解讀為限制本發明之範圍。應注意的 是，舉凡與該實施例等效之變化與置換，均應設為涵蓋於本發明之範疇內。因此，本發明之保護範圍當以申請專利範圍所界定者為準。 The invention has been described above in terms of the preferred embodiments, and it should be understood by those skilled in the art that the present invention is not intended to limit the scope of the invention. Should pay attention to It is to be understood that all changes and substitutions equivalent to the embodiment are intended to be included within the scope of the invention. Therefore, the scope of protection of the present invention is defined by the scope of the patent application.
1‧‧‧等待人數回報系統 1‧‧‧waiting number return system
10‧‧‧伺服器 10‧‧‧Server
20‧‧‧回報裝置 20‧‧‧Return device
22‧‧‧處理模組 22‧‧‧Processing module
24‧‧‧通訊模組 24‧‧‧Communication Module
26‧‧‧顯示模組 26‧‧‧Display module
28‧‧‧回饋模組 28‧‧‧Reward module
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| TW201737188A (en) | 2017-10-16 |
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