TWM648568U

TWM648568U - Questionnaire generation system

Info

Publication number: TWM648568U
Application number: TW112206641U
Authority: TW
Inventors: 李一平; 李偉民
Original assignee: 兆豐國際商業銀行股份有限公司
Priority date: 2023-06-29
Filing date: 2023-06-29
Publication date: 2023-11-21

Abstract

A questionnaire generation system is provided. In the questionnaire generation system, activity record about a customer from a terminal server is collected via a network through a behavior receiving module, and multiple tags are extracted from the activity record through a label extraction module, and multiple questions corresponding to these tags are obtained and a questionnaire is generated based on these questions through a question management module.

Description

調查表生成系統Questionnaire generation system

本新型創作是有關於一種資料處理技術領域，且特別是有關於一種調查表生成系統。 The invention relates to a data processing technical field, and in particular to a questionnaire generation system.

銀行業屬於金融服務業的一環，所謂的服務業就是要提供顧客迅速的優質服務，而顧客服務中首重顧客滿意度。 The banking industry is part of the financial services industry. The so-called service industry is to provide customers with fast and high-quality services, and customer satisfaction is the first priority in customer service.

傳統滿意度調查的方式不外乎以實體問卷的方式、電子問卷的方式、或者利用網路及電話隨機抽問的方式，藉此瞭解客戶真正的需求，找出影響客戶對滿意度的重要因素。然而，透過隨機抽問或是統一問題，無法貼近真實客戶活動。 The traditional satisfaction survey methods are nothing more than physical questionnaires, electronic questionnaires, or random questions using the Internet and telephone to understand the real needs of customers and find out the important factors that affect customer satisfaction. . However, it is impossible to get close to real customer activities through random questions or unified questions.

本新型創作提供一種調查表生成系統，可基於客戶的活動紀錄來對應生成調查表。 This new creation provides a questionnaire generation system that can generate questionnaires based on customer activity records.

本新型創作的調查表生成系統，包括：通訊電路，用以連線至網路；儲存裝置，包括行為接收模組、標籤擷取模組以及問題管理模組；以及處理器，耦接至通訊電路以及儲存裝置，且經配置以：透過行為接收模組，經由網路收集來自端末伺服器的關於客戶的活動紀錄；透過標籤擷取模組，自活動紀錄中擷取多個標籤；以及透過問題管理模組，取得對應於這些標籤的多個問題，並基於這些問題來生成調查表。 The questionnaire generation system created by the present invention includes: a communication circuit for connecting to the network; a storage device including a behavior receiving module, a tag retrieval module and a problem management module; and a processor coupled to the communication circuitry and storage devices, and configured To: collect activity records about customers from the end server through the network through the behavior receiving module; to retrieve multiple tags from the activity records through the tag retrieval module; and to obtain the corresponding tags through the problem management module. Multiple questions for these tags and generate a questionnaire based on these questions.

在本新型創作的一實施例中，上述處理器經配置以：透過問題管理模組，傳送調查表至滿意度調查模組，以透過滿意度調查模組將調查表傳送至客戶在網路服務伺服器中所註冊的用戶帳號。 In an embodiment of the present invention, the above-mentioned processor is configured to: send the questionnaire to the satisfaction survey module through the problem management module, so as to send the questionnaire to the customer through the satisfaction survey module for online services The user account registered on the server.

在本新型創作的一實施例中，上述滿意度調查模組設置在網路服務伺服器，網路服務伺服器用以提供線上金融服務。 In an embodiment of the present invention, the above-mentioned satisfaction survey module is installed on a network service server, and the network service server is used to provide online financial services.

在本新型創作的一實施例中，上述端末伺服器將個人端末機所收集的活動紀錄經由網路傳送至處理器。 In an embodiment of the present invention, the above-mentioned terminal server transmits the activity records collected by the personal terminal machine to the processor through the network.

在本新型創作的一實施例中，上述個人端末機是營業端所使用的電子裝置。活動紀錄包括個人端末機所屬的服務單位、操作個人端末機的服務人員的操作者資料、客戶資料、辦理業務以及處理方式至少其中一者。 In an embodiment of the present invention, the above-mentioned personal terminal is an electronic device used by business terminals. The activity records include at least one of the service unit to which the personal terminal belongs, the operator information of the service personnel who operate the personal terminal, customer information, business transactions and processing methods.

在本新型創作的一實施例中，上述個人端末機為客戶所使用的電子裝置。個人端末機經由連線至端末伺服器所提供的網頁，透過網頁將所收集的活動紀錄傳送至處理器。活動紀錄包括客戶的客戶資料、辦理業務以及處理方式至少其中一者。 In an embodiment of the present invention, the above-mentioned personal terminal is an electronic device used by a customer. The personal terminal machine connects to the web page provided by the terminal server and transmits the collected activity records to the processor through the web page. Activity records include at least one of the customer's customer information, business transactions and processing methods.

在本新型創作的一實施例中，上述個人端末機為客戶所使用的電子裝置。個人端末機中安裝有端末伺服器所提供的應用程式，透過應用程式將所收集的活動紀錄傳送至端末伺服器。活動紀錄包括客戶的客戶資料、辦理業務以及處理方式至少其中一者。 In an embodiment of the present invention, the above-mentioned personal terminal is an electronic device used by a customer. The application provided by the terminal server is installed on the personal terminal machine, and the collected activity records are sent to the terminal server through the application. Activity The records include at least one of the customer's customer information, business transactions and processing methods.

在本新型創作的一實施例中，上述端末伺服器為客服系統，客服系統將與客戶的服務內容相關的活動紀錄經由網路傳送至處理器，活動紀錄包括客服系統所屬的服務單位、客服系統的服務人員的操作者資料、客戶資料、辦理業務以及處理方式至少其中一者。處理器經配置以：經由網路自***伺服器接收與客戶相關的另一活動紀錄，另一活動紀錄包括交易失敗紀錄。 In one embodiment of the present invention, the above-mentioned end server is a customer service system. The customer service system transmits activity records related to the customer's service content to the processor through the network. The activity records include the service unit to which the customer service system belongs, the customer service system At least one of the operator information, customer information, business handling and processing methods of the service personnel. The processor is configured to: receive another activity record related to the customer from the credit card server over the network, the other activity record including a transaction failure record.

基於上述，本揭露透過收集客戶接觸點之活動紀錄，基於這些活動紀錄來產生更精準的調查表，使得調查表的內容更貼近客戶真實活動。 Based on the above, this disclosure collects activity records at customer touch points and generates a more accurate questionnaire based on these activity records, making the content of the questionnaire closer to the real activities of customers.

100:調查表生成系統 100: Questionnaire generation system

100A:分析裝置 100A:Analysis device

100N:網路 100N:Internet

100S:端末伺服器 100S: End server

110:處理器 110: Processor

120:儲存裝置 120:Storage device

121:行為接收模組 121: Behavior receiving module

122:標籤擷取模組 122: Tag capture module

123:問題管理模組 123:Problem Management Module

130:通訊電路 130: Communication circuit

200:網路服務伺服器 200:Network service server

210:滿意度調查模組 210:Satisfaction survey module

300、400、500:標籤列表 300, 400, 500: tag list

310:個人端末機 310:Personal terminal

320:分行端末伺服器 320: Branch end server

410:***端末機 410:Credit card terminal

420:***伺服器 420:Credit card server

430:客服系統 430:Customer service system

510:電子裝置 510: Electronic devices

520:服務介面 520:Service interface

Uc:客戶 Uc:Customer

St、Sc:服務人員 St, Sc: service staff

圖1是依照本新型創作一實施例的調查表生成系統的架構圖。 Figure 1 is an architectural diagram of a questionnaire generation system according to an embodiment of the present invention.

圖2是依照本新型創作另一實施例的調查表生成系統的架構圖。 Figure 2 is an architectural diagram of a questionnaire generation system according to another embodiment of the present invention.

圖3是依照本新型創作的一實施例的第一情境下的調查表生成系統的架構圖。 Figure 3 is an architectural diagram of a questionnaire generation system in the first scenario according to an embodiment of the present invention.

圖4是依照本新型創作的一實施例的第二情境下的調查表生成系統的架構圖。 Figure 4 is an architectural diagram of a questionnaire generation system in the second scenario according to an embodiment of the present invention.

圖5是依照本新型創作的一實施例的第三情境下的調查表生成系統的架構圖。 Figure 5 is an architectural diagram of a questionnaire generation system in a third scenario according to an embodiment of the present invention.

圖1是依照本新型創作一實施例的調查表生成系統的架構圖。請參照圖1，調查表生成系統100包括處理器110、儲存裝置120以及通訊電路130。處理器110耦接至儲存裝置120以及通訊電路130。儲存裝置120包括行為接收模組121、標籤擷取模組122以及問題管理模組123。 Figure 1 is an architectural diagram of a questionnaire generation system according to an embodiment of the present invention. Referring to FIG. 1 , the questionnaire generation system 100 includes a processor 110 , a storage device 120 and a communication circuit 130 . The processor 110 is coupled to the storage device 120 and the communication circuit 130 . The storage device 120 includes a behavior receiving module 121, a tag retrieval module 122, and a problem management module 123.

處理器110例如為中央處理單元(Central Processing Unit，CPU)、物理處理單元(Physics Processing Unit，PPU)、可程式化之微處理器(Microprocessor)、嵌入式控制晶片、數位訊號處理器(Digital Signal Processor，DSP)、特殊應用積體電路(Application Specific Integrated Circuit，ASIC)或其他類似裝置。 The processor 110 is, for example, a central processing unit (CPU), a physical processing unit (PPU), a programmable microprocessor (Microprocessor), an embedded control chip, or a digital signal processor (Digital Signal). Processor (DSP), Application Specific Integrated Circuit (ASIC) or other similar devices.

儲存裝置120例如是任意型式的固定式或可移動式隨機存取記憶體(Random Access Memory，RAM)、唯讀記憶體(Read-Only Memory，ROM)、快閃記憶體(Flash memory)、硬碟或其他類似裝置或這些裝置的組合。行為接收模組121、標籤擷取模組122以及問題管理模組123是由一或多個程式碼片段所組成，上述程式碼片段在被安裝後，會由處理器110來執行。 The storage device 120 is, for example, any type of fixed or removable random access memory (Random Access Memory, RAM), read-only memory (Read-Only Memory, ROM), flash memory (Flash memory), hardware disc or other similar device or a combination of these devices. The behavior receiving module 121, the tag retrieval module 122, and the problem management module 123 are composed of one or more program code fragments. After being installed, the above program code fragments will be executed by the processor 110.

通訊電路130用以連線至網路100N。通訊電路130可以是採用區域網路(Local Area Network，LAN)技術、無線區域網路(Wireless LAN，WLAN)技術或行動通訊技術的晶片或電路。區域網路例為乙太網路(Ethernet)。無線區域網路例如為Wi-Fi。行動通訊技術例如為全球行動通訊系統(Global System for Mobile Communications，GSM)、第三代行動通訊技術(third-Generation，3G)、***行動通訊技術(fourth-Generation，4G)、第五代行動通訊技術(fifth-Generation，5G)等。 The communication circuit 130 is used to connect to the network 100N. The communication circuit 130 may be a chip or circuit using local area network (LAN) technology, wireless LAN (WLAN) technology or mobile communication technology. An example of a local network is Ethernet. The wireless local area network is Wi-Fi, for example. Mobile communication technologies are, for example, Global System for Mobile Communications (GSM), third-generation mobile communication technology (third-Generation, 3G), fourth-generation mobile communication technology (fourth-Generation, 4G), fifth-generation Mobile communication technology (fifth-Generation, 5G), etc.

在本實施例中，處理器110、儲存裝置120以及通訊電路130設置在同一台裝置，即分析裝置100A中。分析裝置100A經由網路100N與端末伺服器100S連線。端末伺服器100S例如為具有較高計算能力，能夠處理和儲存大量資料並提供給多個端末機使用的電腦系統。 In this embodiment, the processor 110, the storage device 120 and the communication circuit 130 are provided in the same device, that is, the analysis device 100A. The analysis device 100A is connected to the end server 100S via the network 100N. The terminal server 100S is, for example, a computer system with high computing power that can process and store large amounts of data and provide it for use by multiple terminal machines.

處理器110透過行為接收模組121經由網路100N收集來自端末伺服器100S的關於客戶的活動紀錄；透過標籤擷取模組122自活動紀錄中擷取多個標籤；透過問題管理模組123取得對應於所述多個標籤的多個問題，並基於所述多個問題來生成調查表。 The processor 110 collects activity records about customers from the end server 100S through the network 100N through the behavior receiving module 121; retrieves multiple tags from the activity records through the tag retrieval module 122; and obtains them through the problem management module 123. A plurality of questions corresponding to the plurality of labels, and a questionnaire is generated based on the plurality of questions.

所述標籤例如為客戶名稱、客戶年齡、客戶性別、服務單位、服務人員、辦理業務、處理方式等。在本實施例中，還可進一設置用以儲存多個問題的資料庫，這些問題可與一或多個標籤相關聯。一個標籤可以對應至一個問題或多個問題。問題管理模組123根據所擷取的標籤來取出對應的問題。 The tags include, for example, customer name, customer age, customer gender, service unit, service personnel, handling business, processing method, etc. In this embodiment, a database may be further configured to store multiple questions, and these questions may be associated with one or more tags. A tag can correspond to one question or multiple questions. The question management module 123 retrieves corresponding questions based on the captured tags.

圖2是依照本新型創作另一實施例的調查表生成系統的架構圖。圖2所示的實施例為圖1的調查表生成系統100的應用例。請參照圖2，調查表生成系統100除了行為接收模組121、標籤擷取模組122以及問題管理模組123，更進一步設置有滿意度調查模組210。在本實施例中，滿意度調查模組210設置在網路服務伺服器200中。滿意度調查模組210例如是由一或多個程式碼片段所組成的軟體模組，或是硬體控制元件。網路服務伺服器200為具有較高計算能力，能夠處理和儲存大量資料的電腦系統。舉例來說，網路服務伺服器200是用以提供線上金融服務(例如網路銀行服務)。 Figure 2 is an architectural diagram of a questionnaire generation system according to another embodiment of the present invention. The embodiment shown in FIG. 2 is an application example of the questionnaire generation system 100 of FIG. 1 . Please refer to Figure 2. In addition to the behavior receiving module 121, the tag retrieval module 122 and the problem management module 123, the questionnaire generation system 100 is further equipped with a satisfaction survey module. Check module 210. In this embodiment, the satisfaction survey module 210 is installed in the network service server 200 . The satisfaction survey module 210 is, for example, a software module composed of one or more program code fragments, or a hardware control component. The network service server 200 is a computer system with high computing power and capable of processing and storing large amounts of data. For example, the network service server 200 is used to provide online financial services (such as online banking services).

問題管理模組123在生成調查表之後，進一步傳送調查表至滿意度調查模組210，通過滿意度調查模組210來通知客戶Uc。例如，滿意度調查模組210將調查表傳送至客戶Uc在網路服務伺服器200中所註冊的用戶帳號。待客戶Uc透過任一電子裝置以其用戶帳號登入至網路服務伺服器200，便可在網路服務伺服器200提供的介面中獲得通知。 After generating the questionnaire, the problem management module 123 further sends the questionnaire to the satisfaction survey module 210, and notifies the customer Uc through the satisfaction survey module 210. For example, the satisfaction survey module 210 sends the survey form to the user account registered by the customer Uc in the network service server 200 . When the customer Uc logs in to the network service server 200 with his user account through any electronic device, he can obtain the notification in the interface provided by the network service server 200.

端末伺服器100S用以將個人端末機所收集的活動紀錄經由網路100N傳送至調查表生成系統100。在一實施例中，個人端末機可以是用以處理客戶指定的服務內容的營業端所使用的具有運算功能與連網功能的電子裝置。例如，端末伺服器100S為分行端末伺服器，個人端末機為設置在銀行分行的分行端末機。透過個人端末機來收集由服務人員(例如銀行櫃員)協助客戶所處理之業務相關的操作資料，之後集結每一次業務的操作資料作為活動紀錄並將活動紀錄傳送至端末伺服器100S。 The terminal server 100S is used to transmit the activity records collected by the personal terminal machines to the questionnaire generation system 100 through the network 100N. In one embodiment, the personal terminal may be an electronic device with computing functions and networking functions used by a business end to process customer-specified service content. For example, the terminal server 100S is a branch terminal server, and the personal terminal is a branch terminal installed in a bank branch. Collect operational data related to the business handled by service personnel (such as bank tellers) to assist customers through personal terminals, and then collect the operational data of each business as an activity record and send the activity record to the terminal server 100S.

在另一實施例中，端末伺服器100S例如為客服系統，客服系統將與客戶的服務內容相關的活動紀錄經由網路100N傳送至處理器110。另外，處理器110還可進一步經由網路100N自***伺服器接收與客戶相關的活動紀錄。 In another embodiment, the end server 100S is, for example, a customer service system. The customer service system transmits activity records related to the customer's service content through the network 100N. to processor 110. In addition, the processor 110 may further receive activity records related to the customer from the credit card server via the network 100N.

在又一實施例中，個人端末機例如是客戶本身所使用的具有運算功能與連網功能的電子裝置(例如智慧型手機、平板電腦、筆記型電腦、個人電腦等)。客戶透個人端末機可連線至端末伺服器100S所提供的網頁來處理所需業務的各種操作。或者，在個人端末機中安裝有端末伺服器100S所提供的應用程式，透過此應用程式來處理所需業務的各種操作。之後，個人端末機透過網頁或應用程式集結每一次所處理之業務相關的操作資料作為活動紀錄並將活動紀錄傳送至端末伺服器100S。 In another embodiment, the personal terminal is, for example, an electronic device with computing function and networking function (such as a smart phone, tablet computer, notebook computer, personal computer, etc.) used by the customer. Customers can connect to the web page provided by the terminal server 100S through their personal terminals to handle various operations of the required business. Alternatively, an application program provided by the terminal server 100S is installed in the personal terminal machine, and various operations of the required business are processed through this application program. Afterwards, the personal terminal collects the operation data related to each business processed through the web page or application as an activity record and transmits the activity record to the terminal server 100S.

底下以反應於銀行業務的多個情境下的調查表的生成來進行說明。 The following explains the generation of questionnaires that reflect multiple scenarios of banking business.

圖3是依照本新型創作的一實施例的第一情境下的調查表生成系統的架構圖。本實施例所示的第一情境為：客戶Uc前往銀行機構的實體分行，由服務人員St透過個人端末機310(設置在分行的電子裝置來協助客戶Uc辦理相關業務。之後，個人端末機310集結每一次業務的操作資料作為活動紀錄傳送至分行端末伺服器320。 Figure 3 is an architectural diagram of a questionnaire generation system in the first scenario according to an embodiment of the present invention. The first scenario shown in this embodiment is: the customer Uc goes to the physical branch of the banking institution, and the service staff St assists the customer Uc in handling related business through the personal terminal 310 (an electronic device installed in the branch). After that, the personal terminal 310 The operation data of each business is collected and sent to the branch end server 320 as an activity record.

具體而言，服務人員St在個人端末機310(設置在分行的電子裝置)中使用自己的員工編號登入分行端末伺服器320提供的用於處理金融服務的系統，藉此來處理客戶Uc指定的業務。個人端末機310記錄本次業務的操作資料作為活動紀錄。活動紀錄包括個人端末機310所屬的服務單位、操作個人端末機310的服務人員St的操作者資料、客戶資料、辦理業務以及處理方式至少其中一者。客戶資料包括客戶Uc的客戶名稱、客戶年齡、客戶性別等。操作者資料包括服務人員的員工編號。 Specifically, the service staff St uses his or her employee number in the personal terminal 310 (an electronic device installed in the branch) to log in to the system provided by the branch terminal server 320 for processing financial services, thereby processing the information specified by the customer Uc. business. The personal terminal 310 records the operation data of this business as an activity record. Activity record The record includes at least one of the service unit to which the personal terminal 310 belongs, operator information, customer information, business transactions and processing methods of the service personnel St who operate the personal terminal 310. Customer information includes customer Uc's customer name, customer age, customer gender, etc. The operator profile includes the service person's employee number.

行為接收模組121接收由分行端末伺服器320所傳送的從個人端末機310收集到的活動紀錄。之後，標籤擷取模組122分析活動紀錄來擷取出多個標籤。以處理業務為「提款」而言，標籤擷取模組122可擷取出底下標籤：客戶名稱(帳戶編號)、客戶年齡、客戶性別、服務單位、服務人員(員工編號)、辦理業務以及處理方式，如標籤列表300所示。 The behavior receiving module 121 receives the activity records collected from the personal terminal 310 and transmitted by the branch terminal server 320 . Afterwards, the tag retrieval module 122 analyzes the activity records to retrieve multiple tags. For processing business as "withdrawal", the tag capture module 122 can capture the following tags: customer name (account number), customer age, customer gender, service unit, service personnel (employee number), handling business and processing way, as shown in tag list 300.

問題管理模組123依據標籤擷取模組122提供的標籤，來取出事先建立的問題。以標籤「服務人員」為例，問題管理模組123取出對應的問題例如為「服務人員是否親切」、「服務人員是否解決你的問題」等。之後，問題管理模組123將事先建立的問題組合來產生客製的調查表，並將調查表傳送至網路服務伺服器200的滿意度調查模組210，以透過滿意度調查模組210提供精準的滿意度調查表給客戶Uc。 The question management module 123 retrieves pre-created questions based on the tags provided by the tag retrieval module 122 . Taking the label "service staff" as an example, the problem management module 123 extracts corresponding questions such as "Is the service staff friendly", "Does the service staff solve your problem", etc. Afterwards, the problem management module 123 combines the pre-created questions to generate a customized questionnaire, and sends the questionnaire to the satisfaction survey module 210 of the network service server 200 to provide information through the satisfaction survey module 210 Accurate satisfaction survey form to customer Uc.

圖4是依照本新型創作的一實施例的第二情境下的調查表生成系統的架構圖。本實施例所示的第二情境為：客戶Uc欲進行刷卡消費時，透過相關人員使用其***001在***端末機410進行刷卡時，經由***伺服器420被告知***001的額度不足。之後，客戶Uc進線至客服系統430，反應其***001的額度不足，由服務人員Sc進行協助，透過客服系統430經確認客戶資訊與信用狀況，同意增加客戶***的額度。 Figure 4 is an architectural diagram of a questionnaire generation system in the second scenario according to an embodiment of the present invention. The second scenario shown in this embodiment is: when the customer Uc wants to make a credit card purchase, when the relevant personnel uses his credit card 001 to swipe the card at the credit card terminal 410, he is informed via the credit card server 420 that the limit of the credit card 001 is insufficient. After that, customer Uc logs in to customer service system 430, which reflects the number of his credit card 001. If the credit limit is insufficient, the service staff Sc will assist, confirm the customer information and credit status through the customer service system 430, and agree to increase the customer's credit card limit.

行為接收模組121經由網路100N自客服系統430接收與客戶的服務內容相關的活動紀錄，例如包括客服系統430所屬的服務單位、客服系統430的服務人員(員工編號zzz12345)的操作者資料、客戶資料、辦理業務以及處理方式至少其中一者。並且，行為接收模組121還可經由網路100N自***伺服器420接收與客戶Uc相關的另一活動紀錄，例如交易失敗紀錄。 The behavior receiving module 121 receives activity records related to the customer's service content from the customer service system 430 via the network 100N, including, for example, the service unit to which the customer service system 430 belongs, the operator information of the service personnel (employee number zzz12345) of the customer service system 430, At least one of customer information, business transactions and processing methods. Moreover, the behavior receiving module 121 can also receive another activity record related to the customer Uc from the credit card server 420 via the network 100N, such as a transaction failure record.

行為接收模組121將透過客服系統430與***伺服器420收集到的一連串的活動紀錄傳送至標籤擷取模組122，由標籤擷取模組122分析這一連串的活動紀錄，而獲得如標籤列表400所示的標籤：客戶名稱(帳戶編號)、客戶年齡、客戶性別、服務單位、服務人員(員工編號)、辦理業務以及處理方式。 The behavior receiving module 121 sends a series of activity records collected through the customer service system 430 and the credit card server 420 to the tag retrieval module 122, and the tag retrieval module 122 analyzes the series of activity records to obtain a tag list such as Labels shown in 400: customer name (account number), customer age, customer gender, service unit, service personnel (employee number), business handling and processing method.

問題管理模組123依據標籤擷取模組122提供的標籤，來取出事先建立的問題。以標籤「辦理業務：***001、額度不足」為例，問題管理模組123取出對應的問題例如為「***001是否常常額度不足」、「***001提供的優惠活動是否符合需求」等。之後，問題管理模組123將事先建立的問題組合來產生客製的調查表，並將調查表傳送至網路服務伺服器200的滿意度調查模組210，以透過滿意度調查模組210提供精準的滿意度調查表給客戶Uc。 The question management module 123 retrieves pre-created questions based on the tags provided by the tag retrieval module 122 . Taking the label "Processing Business: Credit Card 001, Insufficient Limit" as an example, the problem management module 123 extracts corresponding questions such as "Does Credit Card 001 often have insufficient limit", "Does the preferential activities provided by Credit Card 001 meet the needs", etc. Afterwards, the problem management module 123 combines the pre-created questions to generate a customized questionnaire, and sends the questionnaire to the satisfaction survey module 210 of the network service server 200 to provide information through the satisfaction survey module 210 Accurate satisfaction survey form to customer Uc.

圖5是依照本新型創作的一實施例的第三情境下的調查表生成系統的架構圖。本實施例所示的第三情境為：客戶Uc線上使用網路銀行系統，進行台幣換美金，並將美金定存的動作。在第三情境中，以網路服務伺服器200作為端末伺服器100S。 Figure 5 is an investigation in the third scenario according to an embodiment of the present invention. Architecture diagram of the table generation system. The third scenario shown in this embodiment is: customer Uc uses the online banking system online to exchange Taiwan dollars for U.S. dollars and make a fixed deposit of U.S. dollars. In the third scenario, the network service server 200 is used as the end server 100S.

例如，客戶Uc使用電子裝置510，透過瀏覽器來連線至網路服務伺服器200的服務介面520，以在瀏覽器中開啟服務介面520所提供的網頁。之後，透過網頁將所收集的活動紀錄傳送至處理器110以透過行為接收模組121來儲存。另外，客戶Uc也可在電子裝置510中安裝由網路服務伺服器200所提供的應用程式，透過此應用程式連線至服務介面520，使得應用程式將所收集的活動紀錄傳送至網路服務伺服器200。所述活動紀錄包括客戶Uc的客戶資料(客戶名稱、客戶年齡、客戶性別)、辦理業務以及處理方式至少其中一者。 For example, the customer Uc uses the electronic device 510 to connect to the service interface 520 of the network service server 200 through a browser to open the web page provided by the service interface 520 in the browser. Afterwards, the collected activity records are sent to the processor 110 through the web page for storage through the behavior receiving module 121 . In addition, the customer Uc can also install an application provided by the network service server 200 in the electronic device 510, and connect to the service interface 520 through this application, so that the application transmits the collected activity records to the network service. Server 200. The activity records include at least one of the customer information of customer Uc (customer name, customer age, customer gender), business transactions and processing methods.

行為接收模組121透過網路服務伺服器200接收客戶Uc的活動紀錄，之後透過標籤擷取模組122分析活動紀錄來如標籤列表500所示的標籤：客戶名稱(帳戶編號)、客戶年齡、客戶性別、服務單位、服務人員(員工編號)、辦理業務以及處理方式。 The behavior receiving module 121 receives the activity record of the customer Uc through the network service server 200, and then analyzes the activity record through the tag retrieval module 122 to obtain the tags shown in the tag list 500: customer name (account number), customer age, Customer gender, service unit, service personnel (employee number), business handled and processing method.

問題管理模組123依據標籤擷取模組122提供的標籤，來取出事先建立的問題。以標籤「辦理業務：網路銀行」為例，問題管理模組123取出對應的問題例如為「網路銀行的操作介面是否友善」、「網路銀行的外幣操作介面是否清楚」等。之後，問題管理模組123將事先建立的問題組合來產生客製的調查表，並將調查表傳送至網路服務伺服器200的滿意度調查模組210，以透過滿意度調查模組210提供精準的滿意度調查表給客戶Uc。 The question management module 123 retrieves pre-created questions based on the tags provided by the tag retrieval module 122 . Taking the label "Processing Business: Internet Banking" as an example, the problem management module 123 retrieves corresponding questions such as "Is the operation interface of Internet Banking friendly?" and "Is the foreign currency operation interface of Internet Banking clear?" etc. Afterwards, the problem management module 123 combines the pre-created questions to generate a customized questionnaire, and sends the questionnaire to the satisfaction survey module 210 of the network service server 200 to satisfy The satisfaction survey module 210 provides an accurate satisfaction survey form to the customer Uc.

綜上所述，本新型創作透過收集客戶接觸點之活動紀錄，整合線上與線下活動資料，可作為客戶滿意度調查方向的數據，藉此來產生調查表，使得調查表的內容更貼近客戶真實活動。據此，可提升客戶滿意度調查精準度。 In summary, this new creation collects activity records at customer touch points and integrates online and offline activity data, which can be used as data for customer satisfaction surveys to generate questionnaires so that the content of the questionnaires is closer to customers. Real events. Accordingly, the accuracy of customer satisfaction surveys can be improved.

100:調查表生成系統 100: Questionnaire generation system

100A:分析裝置 100A:Analysis device

100N:網路 100N:Internet

100S:端末伺服器 100S: End server

110:處理器 110: Processor

120:儲存裝置 120:Storage device

121:行為接收模組 121: Behavior receiving module

122:標籤擷取模組 122: Tag capture module

123:問題管理模組 123:Problem Management Module

130:通訊電路 130: Communication circuit

Claims

一種調查表生成系統，包括：一通訊電路，用以連線至一網路；一儲存裝置，包括一行為接收模組、一標籤擷取模組以及一問題管理模組；以及一處理器，耦接至該通訊電路以及該儲存裝置，且經配置以：透過該行為接收模組，經由該網路收集來自一端末伺服器的關於一客戶的一活動紀錄；透過該標籤擷取模組，自該活動紀錄中擷取多個標籤；以及透過該問題管理模組，取得對應於該些標籤的多個問題，並基於該些問題來生成一調查表。 A questionnaire generation system including: a communications circuit for connecting to a network; a storage device including a behavior receiving module, a tag retrieval module and a problem management module; and A processor coupled to the communication circuit and the storage device and configured to: Collect an activity record about a customer from an end-server through the network through the behavior receiving module; Use the tag retrieval module to retrieve multiple tags from the activity record; and Through the question management module, multiple questions corresponding to the tags are obtained, and a questionnaire is generated based on the questions.

如請求項1所述的調查表生成系統，其中該處理器經配置以：透過該問題管理模組，傳送該調查表至一滿意度調查模組，以透過該滿意度調查模組將該調查表傳送至該客戶在一網路服務伺服器中所註冊的一用戶帳號。 The questionnaire generation system of claim 1, wherein the processor is configured to: Through the problem management module, the questionnaire is sent to a satisfaction survey module, so that the questionnaire is sent to a user account registered by the customer in a network service server through the satisfaction survey module.

如請求項2所述的調查表生成系統，其中該滿意度調查模組設置在一網路服務伺服器，該網路服務伺服器用以提供一線上金融服務。The questionnaire generation system as described in claim 2, wherein the satisfaction survey module is set up in a network service server, and the network service server is used to provide online financial services.

如請求項1所述的調查表生成系統，其中該端末伺服器將一個人端末機所收集的該活動紀錄經由該網路傳送至該處理器。The questionnaire generation system as described in claim 1, wherein the terminal server transmits the activity records collected by a personal terminal to the processor via the network.

如請求項4所述的調查表生成系統，其中該個人端末機是一營業端所使用的一電子裝置，該活動紀錄包括該個人端末機所屬的一服務單位、操作該個人端末機的一服務人員的操作者資料、一客戶資料、一辦理業務以及一處理方式至少其中一者。 The questionnaire generation system as described in claim 4, wherein the personal terminal is an electronic device used by a business terminal, The activity record includes at least one of a service unit to which the personal terminal belongs, operator information of a service personnel who operates the personal terminal, customer information, a business transaction and a processing method.

如請求項4所述的調查表生成系統，其中該個人端末機為該客戶所使用的一電子裝置，該個人端末機經由連線至該端末伺服器所提供的一網頁，透過該網頁將所收集的該活動紀錄傳送至該處理器，該活動紀錄包括該客戶的一客戶資料、一辦理業務以及一處理方式至少其中一者。 The questionnaire generation system as described in claim 4, wherein the personal terminal is an electronic device used by the customer, The personal terminal connects to a web page provided by the terminal server, and transmits the collected activity records to the processor through the web page, The activity record includes at least one of a customer information, a business transaction and a processing method of the customer.

如請求項4所述的調查表生成系統，其中該個人端末機為該客戶所使用的一電子裝置，該個人端末機中安裝有該端末伺服器所提供的一應用程式，透過該應用程式將所收集的該活動紀錄傳送至該端末伺服器，該活動紀錄包括該客戶的一客戶資料、一辦理業務以及一處理方式至少其中一者。 The questionnaire generation system as described in claim 4, wherein the personal terminal is an electronic device used by the customer, An application provided by the terminal server is installed in the personal terminal, and the collected activity records are transmitted to the terminal server through the application. The activity record includes at least one of a customer information, a business transaction and a processing method of the customer.

如請求項1所述的調查表生成系統，其中該端末伺服器為一客服系統，該客服系統將與該客戶的服務內容相關的該活動紀錄經由該網路傳送至該處理器，該活動紀錄包括該客服系統所屬的一服務單位、該客服系統的一服務人員的操作者資料、一客戶資料、一辦理業務以及一處理方式至少其中一者，該處理器經配置以：經由該網路自一***伺服器接收與該客戶相關的另一活動紀錄，該另一活動紀錄包括一交易失敗紀錄。 The questionnaire generation system as described in request item 1, wherein the end server is a customer service system, and the customer service system transmits the activity record related to the customer's service content to the processor through the network, and the activity record Including at least one of a service unit to which the customer service system belongs, an operator information of a service personnel of the customer service system, a customer information, a business transaction and a processing method, The processor is configured to receive another activity record related to the customer from a credit card server via the network, the other activity record including a transaction failure record.