WO2016047995A1 - 데이터통신망을 통한 실시간 고객상담 서비스 시스템 및 방법 - Google Patents
데이터통신망을 통한 실시간 고객상담 서비스 시스템 및 방법 Download PDFInfo
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- WO2016047995A1 WO2016047995A1 PCT/KR2015/009927 KR2015009927W WO2016047995A1 WO 2016047995 A1 WO2016047995 A1 WO 2016047995A1 KR 2015009927 W KR2015009927 W KR 2015009927W WO 2016047995 A1 WO2016047995 A1 WO 2016047995A1
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- 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
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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
Definitions
- the present invention relates to a real-time customer consultation service system and method, and more particularly, to a real-time customer consultation service system and method through a data communication network configured to perform a consultation service between a customer and an agent in real time using a PC or a mobile Internet. will be.
- customer service centers can provide automated voice guidance to customers using automated responses, or provide detailed and detailed counseling services to customers through telephone connections with counselors.
- a conventional counseling call service may be provided by using a computer.
- a customer logs in to a computer server and registers a questionnaire on a bulletin board, an agent who checks this answers a corresponding question and the customer checks it after a certain time.
- complaints in real time, such as asking questions again and responding to them again. It was a problem.
- Korean Patent No. 10-1167574 discloses that a customer receives information related to a call center and displays on a screen only by receiving a voice call from a call center or receiving a voice call from a call center. Not only this voice but also the screen provides a way to check the call center information.
- the customer and the counselor should consult while making a voice call, the counselor becomes tired or cannot consult with many customers at the same time, and thus there is a problem that the waiting time is relatively long.
- the conventional counseling call service has to deal with the same customer affairs caused by a number of customers, so that not only wasted time, but also fatigue caused by the fatigue of the counselor, there was a problem causing unkindness.
- the present invention has been made in view of the above problems, the object of the present invention is to solve the problems caused by the unkindness of the customer or counselor without a direct telephone call, if the customer subscribes to apply for a chat management server automatically By creating a member-only icon, the customer can check the contents of the consultation with a PC or a smartphone, and the contents of the consultation are automatically secured and updated.
- the present invention provides a service system and method capable of consulting.
- another object of the present invention is the customer service center counselor in accordance with the consultation content for each customer, by providing a similar FQA from the FQA list for each field previously stored in the DB to provide a consulted service to customers in real time To be able to provide
- a plurality of customer terminals 100 connectable to a network; communications network; A counseling management server 200 for managing a customer who is registered as a member through the client terminal and allowing real-time counseling between the client and a counselor to be completed; And a plurality of counselor terminals 400 interworking with the counseling management server and consulting in real time with a plurality of customers having a counseling request through the counseling management server.
- the consultation management server 200 The consultation management server 200
- a communication interface 290 implemented to allow connection through communication with the customer terminal 100, the counselor terminal 400, and the KEPCO server 300;
- a customer information management module 210 for creating a dedicated icon for a customer registered through the customer terminal 100 and managing customer information
- Chat server 230 to enable the creation of the consultation through the customer terminal 100 and upload the consultation response and consultation data through the counselor terminal 400;
- a counseling contents management module 240 configured to share the contents consulted by the client with the client terminal 100 and the counselor terminal 400;
- Management module 250 Counseling to present a consultation customer or customer information and contents consulted to the counselor terminal 400 and to present a response from the counselor to the client terminal 100 so that real-time consultation between a customer and an agent is performed.
- a web information management module 260 for collecting and organizing questions and answers on a web portal and transmitting the collected questions to the counselor terminal 400;
- DB server 280 for storing and managing customer information and consultation content information in connection with the chat server 230, consultation content management module 240, consultation management module 250 and the web information management module 260; Characterized in that it comprises a.
- the consultation menu module 220 is
- the chat server 230 is
- It includes a chat management module 235 for receiving and receiving customer subscription information transmitted from the customer terminal 100,
- the customer subscription information is stored and managed in the customer information DB 282 constituting the DB server 280.
- the consultation content management module 240 is
- the contents of the consultation and the contents of the counselors are divided into categories and stored in the consultation contents DB 284, and the consultation contents management unit manages to be transmitted to the agent terminal 400 or the customer terminal 100. It is characterized by.
- the web information management module 260 is
- the integrated message server 270 is
- the mail server transmits the consultation request data from the client terminal to the mail of the counselor terminal, sends the consultation response contents from the counselor terminal to the mail of the client terminal, or sends the consultation data from the client terminal. Send by e-mail on the device,
- the message server transmits a consultation request according to the instruction from the client terminal to the counselor terminal in short form, transmits the consultation response contents from the counselor terminal to the client terminal in short form, or sends the consultation data in short form to the client terminal. Characterized in that the transmission to the counselor terminal input from.
- the counselor terminal 400 is
- the screen may be divided into a first pop-up window, a second pop-up window, a chat window, and a third pop-up window
- the first pop-up window may display a plurality of customer lists with a consultation request through the consultation management server, Display the waiting time together
- the second pop-up window displays the information on the current chat among the plurality of customers and chat through the chat window in real time
- the third pop-up window search information data of the web portal is the search field It is characterized by being displayed with.
- the second pop-up window is provided with a plurality, characterized in that the counselor is configured to chat with multiple customers at the same time.
- the consultation management server 200 is
- the customer terminal 100 transmits the KEPCO center information of the region near the customer's residence to the customer for selection.
- the customer generates an icon displaying the order waiting number for the KEPCO selected by the customer and transmits to the customer.
- the waiting table with the order waiting number is characterized in that it is issued.
- the consultation management server 200 is
- a payment module when the customer enters the personal information of the barcode or QR code individually notified to the customer, the customer information management module is linked to the customer information DB and DB server to confirm that the customer is not paid After determining whether the payment is a fee or a regular payment is characterized in that the fee payment completion procedure is performed.
- the customer information management unit of the customer information management module 210 of the consultation management server 200 receives the subscription information from the customer terminal 100, determining whether the received subscription information is a registered customer and approving access;
- the counseling management server 200 selects the counselor terminal 400 and transmits customer information to the selected counselor terminal 400;
- chat server 230 and the integrated message server 270 When the customer and the agent is connected, enabling the chat server 230 and the integrated message server 270 to enable the customer to chat in real time with the selected agent;
- the customer terminal 100 provides customer information of the customer terminal to the counseling management server 200 so that the counseling management server 200 can determine which counselor terminal 400 is selected and which counseling is formed. It is characterized by.
- the selected counselor terminal 400 divides the screen into a plurality of pop-up windows
- the search information of the web portal is displayed on the third pop-up window, and the search word is inserted into the search content, and the result is dragged or copied to the chat window to inform the customer.
- the present invention has the effect that the customer service center counselor can provide a similar FQA from the FQA list for each field previously stored in the DB and can provide the information to the customer in real time regardless of the contents of the consultation. .
- FIG. 1 is an overall configuration diagram conceptually showing a real-time customer service system through a data communication network according to an embodiment of the present invention
- FIG. 2 is a view schematically showing a process in which a consultation is performed in real time while a customer and an agent chat on the same screen in a real-time customer consultation service system according to an embodiment of the present invention
- FIG. 4 is a view showing a screen of the agent terminal showing an embodiment in which a customer and an agent consult by clicking A of FIG. 3 (b);
- FIG. 5 is a diagram illustrating a screen of an agent terminal showing an embodiment in which a plurality of customers and an agent consult;
- FIG. 6 is a view showing a screen of a customer terminal showing an embodiment in which a customer schedules a consultation by clicking B of FIG. 3 (b);
- FIG. 7 is a flowchart illustrating a real-time customer consultation service method through a data communication network according to an embodiment of the present invention.
- FIG. 1 is an overall configuration diagram illustrating a real-time customer service system through a data communication network according to an embodiment of the present invention
- Figure 2 is a customer and counselor in a real-time customer service system according to an embodiment of the present invention
- Figure 3 schematically shows a process of real-time consultation while chatting on the same screen
- Figures 3 (a), (b) is a view showing an embodiment of the consultation menu of the consultation management server installed in the customer terminal
- Figure 3 (b) is a view showing a screen of the agent terminal showing an embodiment of the customer and the agent counseling by clicking A
- Figure 5 is a screen of the agent terminal showing an embodiment of the consultation with a plurality of customers and agents 6 (a), (b), (c), (d), and (e) of FIG. 6 illustrate a case in which a customer schedules a consultation by clicking B of FIG. 3 (b).
- Figure 7 The entire flow chart of the real-time customer consultation service method through a data communication network according to an embodiment of the
- FIG. 1 is a schematic diagram showing a conceptual diagram of a real-time customer consultation service system through a data communication network according to the present invention.
- a customer terminal 100 a consultation management server 200, a KEPCO server 300, and a counselor It comprises a terminal 400.
- the customer terminal 100 is a terminal capable of data communication through a voice call and a data communication network and capable of processing information, and each customer who wants to receive a consultation through a management server uses a customer terminal that can be controlled by the Internet or wirelessly.
- the consultation management server 200 may be connected through a communication network such as a communication network.
- Customer terminal 100 may be any terminal that can be connected to the network, including a smart phone, tablet PC, etc. that can be connected to a variety of web, including the consultation management server 200, the Internet web, KEPCO server (300) Computer device.
- an application (App) for performing real-time consultation is installed, and such an application (App) may be downloaded and installed from the app store.
- the counseling management server 200 which can be accessed from the customer terminal 100 is largely a communication interface 290 implemented to enable connection through communication with the customer terminal 100, the counselor terminal 400, and the KEPCO server 300. And a customer information management module 210 for creating a dedicated icon for the customer who applied for membership, approval and consultation through the customer terminal 100 and managing information of the customer together with the icon, and the customer terminal 100.
- Steping menu module 220 to enable the selection of the consultation menu
- the chat server 230 to enable the creation of the consultation through the customer terminal 100, the consultation response through the agent terminal 400 and upload the consultation data and
- the consultation contents management module 240 configured to share the contents consulted by the customer with the counselor terminal 400 by the instruction or command from the customer terminal 100, the consulted customer or the customer information, and the contents consulted by the customer.
- Consult Counseling management module 250 and a questionnaire on the web portal to present a real-time consultation between the customer and the counselor by presenting to the original terminal 400 and presenting the content of the counselor to the customer terminal 100 Web information management module 260, a plurality of customer terminals 100 and the consultation management server 200 or the customer terminal 100 and the agent terminal 400 to perform the function of collecting and organizing and transmitting to the agent terminal 400
- the integrated message server 270 managing the transmission and reception of data between the counselor terminal 400 and the counseling management server 200, the chat server 230, the counseling contents management module 240, and the counseling management module ( 250) and a DB (database) server 280 that stores and manages customer information and consultation content information in conjunction with the web information management module 260.
- consultation management server 200 that provides a real-time consultation service through the customer terminal 100 and the network, and the real-time consultation process through the customer terminal 100, the consultation management server 200 and the agent terminal 400. It demonstrates in more detail using 2.
- 2 is a view schematically illustrating a process in which a consultation is performed in real time while a customer and an agent chat on the same screen in a real-time customer consultation service system according to an embodiment of the present invention.
- the consultation management server 200 When the customer accesses the consultation management server 200 through the communication interface 290 using the customer terminal 100 and inputs customer information, the consultation management server 200 is linked to the user information DB of the KEPCO server 300. Check whether or not the customer information is correct from 320, generates a dedicated icon of the connected customer, generates and manages the consultation content according to the consultation request according to the consultation menu selection 225 of the customer terminal 100, the customer Support and manage the establishment of counseling relationships between counselors and counselors in customer service centers.
- the consultation management server 200 may request information necessary for membership registration, and may create, upload, and post certain consultation contents to each customer through the chat management module 235 in the chat server 230. Allocate a personal chat page as a free space.
- the consultation management server is to maintain the security of the customer information and the consultation content of the customer, and manages to be updated.
- the consultation menu module 220 provides a consultation menu order window for each customer consultation center server (for example, KEPCO server 300) registered as a member as illustrated in (a) of FIG. Check through the consultation management server (200). That is, the customer can select the consultation menu of the KEPCO server through the consultation menu order window.
- customer consultation center server for example, KEPCO server 300
- the customer can select the consultation menu of the KEPCO server through the consultation menu order window.
- the customer selects, for example, "real-time consultation” of the consultation menu, as shown in (b) of FIG. 3, a detailed and detailed menu corresponding to the real-time consultation menu "chat consultation", "chat reservation” , "FQA view”, "text counseling", “customer counseling center connection”, "photo complaints” such as providing a menu again, the selected menu can be confirmed through the consultation management server (200).
- the real-time counseling menu provides "mail counseling” or “sign language counseling”, etc. to satisfy the selective diversity of counseling and provide convenience to use the time zone without the counselor or the time required by the customer, In order to enable real-time consultation by sign language through the character.
- the consultation management server 200 may be provided with a simple payment module (PM) for providing a "pay billing" menu to the consultation menu and executing it.
- the simple payment module (PM) confirms that the customer is connected to the customer information DB and the user information DB when the customer enters personal information such as a barcode or QR code individually notified to the customer regarding a password or a fee. After determining whether the fee is due or is paying the regular fee, the fee payment completion procedure is performed.
- the chat management module 235 configuring the chat server 230 receives and manages customer subscription information transmitted from the customer terminal 100.
- Customer information may include personal information such as the customer's name, age, address, telephone number, mail address, and the like. Such customer information is stored and managed in the customer information DB 282 constituting the DB server 280.
- a personal chat page is assigned to customers who have registered as members.
- the personal chat page is a space for displaying consultation contents such as posts, photos, and videos that each customer writes, inputs, and uploads through the terminal, such as a blog or a mini homepage.
- the consultation contents created, input and uploaded by each customer are stored and managed in the consultation contents DB 284 of the DB server 280.
- the customer information DB 282 may also be linked with the user information DB 320 and the consultation contents DB 284.
- the customer and the counselor share the consultation contents consulted by the customer through the consultation contents management module 240 or the questions and answers collected and arranged through the web information management module 260 through the consultation management module 250.
- the consultation contents management unit constituting the consultation contents management module 240 manages the contents consulted by the customer and the contents answered by the agent by category
- the web information management module 260 is collected through the Internet. Organize and manage the questions and answers organized into categories.
- the consultation content management module 240 in order to classify the information and / or category related to the consultation content consulted by the customer, it is possible to prepare the information, such as the key word, identifier, keyword of interest.
- the information such as the key word, identifier, keyword of interest.
- the present invention is in no way limited to this search method.
- the consultation contents management unit classifies and manages the categories based on tag information such as categories, main words, keywords, and the like.
- the counseling contents management unit generates a separate identifier for each icon linked to each counseling contents, and divides the information by categories, for example, a separate space operated by the counseling management server 200, for example, counseling contents DB ( In operation 284, the information may be stored and managed by category.
- the contents of the counseling contents stored in the counseling contents management module 240 may be searched through an automatic search or a manual search means by an agent in counseling, when a client requests a consultation through chat, text, or e-mail similar to the stored information. It is possible to present to the customer through the automatic search unmanned system even if the customer requests a consultation during the time when the consultation service with the counselor is not provided.
- the counseling management unit of the counseling management module 250 presents the consulted customer or the customer information or the content consulted by the counselor terminal 400, and the content of the counselor of the selected counselor terminal 400 to the customer terminal ( 100) to manage the consultation chat in real time between the customer and the counselor.
- the web information management unit of the web information management module 260 collects and organizes known questions and answers on the web portal and stores them in the web information DB 286 for each category so that they can be searched by search terms. Manage to be transmitted to the terminal 400 or the customer terminal 100.
- Integrated message server 270 may be divided into a mail server or a message server.
- the mail server transmits the consultation request data from the client terminal to the mail of the agent terminal or the counseling management server 200, sends the consultation response content from the agent terminal to the mail of the client terminal, or sends the consultation data to the customer. It can be sent by e-mail of the counselor terminal input from the terminal.
- the message server transmits a consultation request according to an instruction from the client terminal to the counselor terminal in a short form, transmits a consultation response content from the counselor terminal to the client terminal in a short form, or sends consultation data from the client terminal in a short form. It can be transmitted to the input counselor terminal.
- the consultation management server 200 when the customer selects and clicks 'Chat reservation' (B) in the consultation menu to schedule a consultation, as shown in (a) to (e) of FIG. 6 sequentially, the consultation management server 200. Is transmitted from the regional center information DB 370 of the KEPCO server 300 linked to the customer to the customer so that the customer can select the specific KEPCO center (eg, Samsung Electronics Service). If you select Gangbyeon Techno Center), an icon showing the sequence waiting number for the KEPCO Center is created and sent to the customer. If the customer clicks the icon and selects it, it provides the waiting person information with the request for consultation and provides a pop-up button to select whether or not to continue requesting the request for reservation after the customer confirms the waiting person. When the customer completes the reservation application by clicking the YES button, a waiting table with a sequence waiting number is issued and the remaining waiting time can be displayed.
- the specific KEPCO center eg, Samsung Electronics Service.
- KEPCO server 300 is a public server that provides electricity-related information, and includes a user information DB 320 and a regional center information DB 370 for storing and managing customer information.
- the KEPCO server is taken as an example, but the present invention is not limited thereto, and it can be applied to a customer service center server that provides various services.
- the counselor terminal 400 is configured as an agent terminal of a plurality of counselors in a customer service center. As illustrated in FIGS. 4 and 5, each agent terminal displays a plurality of pop-up windows, that is, a first pop-up window, a second pop-up window, and a chat.
- the display is divided into a window and a third pop-up window, and the first pop-up window displays a list of a plurality of customers who have a consultation request through the consultation management server, and displays whether the consultation is in progress and waiting time.
- the second pop-up window displays information on the customer currently chatting among the plurality of customers and divides the consultation in real time through the chat window.
- the search information data of the web portal is displayed together with the search word field.
- FIG. 4 only one second pop-up window is illustrated, but is not limited thereto.
- a counselor may chat with a plurality of customers at the same time.
- FIG. 7 is a flowchart illustrating a real-time customer consultation service method through a data communication network according to an embodiment of the present invention.
- the customer information management unit of the customer information management module 210 of the consultation management server 200 may be a customer.
- the subscription information is received from the terminal 100, it is determined whether the received subscription information is a registered customer and the access is approved.
- the counseling management server 200 selects the counselor terminal 400 and transmits the customer information to the selected counselor terminal 400.
- chat server 230 and the integrated message server 270 are activated to allow the customer to chat in real time with the selected agent.
- the customer terminal 100 provides customer information of the customer terminal to the counseling management server 200 so that the counseling management server 200 can determine which counselor terminal 400 is selected and which consultation is formed with which customer.
- the provided customer information may include various information related to consultation, such as electricity rate information, electricity usage.
- the selected agent terminal 400 divides the screen into a plurality of pop-up windows, displays a list of customers with a consultation request in the first pop-up window, and displays the information on the customer currently chatting in the second pop-up window. Watch the conversation through the chat window in real time.
- the counselor puts the search term of the counseling contents into the search term field of the third pop-up window and searches. Drag the result or copy the result to the chat window to inform the customer (S80).
- the customer's counseling content is repeated counseling content, or if the answer data is accumulated mainly in the content of the inquiry, the answer to the counseling content is displayed in the chat window automatically provided to the customer by switching to the automatic response text system. You can do that.
- the automatic response text system is to provide the text constituting the consultation content in the search word field and to read and provide the consultation response results from the DB server 280.
- the present invention can solve the problems caused by the unkindness of the customer or the agent without a direct telephone call, enabling the customer to check the consultation with a PC or smartphone and the consultation is automatically secured and updated, and without having to call It is a service system that can be consulted in real time regardless of time and place with only text and photo upload email, so it can be applied to various fields that provide counseling services.
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Description
Claims (12)
- 네트워크에 연결가능한 다수의 고객 단말기(100); 통신망; 상기 고객 단말기를 통하여 회원으로 가입된 고객을 관리하며, 고객과 상담원 사이의 실시간 상담이 성사되도록 하는 상담관리서버(200); 및 상기 상담관리서버와 연동되며, 상기 상담관리서버를 통해 상담요청이 있는 다수의 고객과 실시간으로 상담하는 다수의 상담원 단말기(400);를 포함하여 구성되며,상기 상담관리서버(200)는상기 고객 단말기(100), 상담원 단말기(400), 및 한전 서버(300)와의 통신을 통한 접속이 가능하게 구현되는 통신 인터페이스(290);상기 고객 단말기(100)를 통해 회원가입한 고객에 전용 아이콘을 생성시키고 고객의 정보를 관리하는 고객정보 관리모듈(210);상기 고객 단말기(100)를 통한 상담메뉴 선택을 할 수 있도록 하는 상담 메뉴모듈(220);상기 고객 단말기(100)를 통한 상담 작성 및 상기 상담원 단말기(400)를 통한 상담답변작성 및 상담자료 업로드를 가능하게 하는 채팅 서버(230);고객이 상담한 내용을 상기 고객 단말기(100) 및 상담원 단말기(400)와 공유하도록 설정하는 상담내용 관리모듈(240);상담한 고객 또는 고객정보 및 고객이 상담한 내용을 상기 상담원 단말기(400)로 제시하고 상담원이 답변한 내용을 상기 고객 단말기(100)로 제시하여, 고객과 상담원 사이의 실시간 상담이 이루어지도록 하는 상담관리모듈(250);웹 포털상의 질의답변사항을 수집 및 정리하여 상기 상담원 단말기(400)로 전송하는 웹정보 관리모듈(260);다수의 상기 고객 단말기(100)와 상담관리서버(200) 또는 고객 단말기(100)와 상담원 단말기(400) 또는 상담원 단말기(400)와 상담관리서버(200) 사이에서의 데이터의 전송 및 수신을 관리하는 통합메시지 서버(270); 및상기 채팅 서버(230), 상담내용 관리모듈(240), 상담관리모듈(250) 및 웹정보 관리모듈(260)과 연동하여 고객정보 및 상담내용 정보를 저장하고 관리하는 DB서버(280);를 포함하여 구성되는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.
- 제 1 항에 있어서, 상기 상담 메뉴모듈(220)은고객이 회원으로 가입한 서버에 대한 상담메뉴 주문창을 제공하며, 고객으로부터 선택된 상담메뉴를 상담관리서버(200)를 통해 확인하고,선택된 상담메뉴를 클릭시 이에 해당되는 상세한 메뉴를 제공하며, 선택된 메뉴를 상담관리서버(200)를 통해 확인하는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.
- 제 1 항에 있어서, 상기 채팅 서버(230)는상기 고객 단말기(100)로부터 전송된 고객 가입 정보를 전달받아 이를 관리하는 채팅 관리 모듈(235)을 포함하며,상기 고객 가입 정보는 상기 DB서버(280)를 구성하는 고객 정보 DB(282)에 저장, 관리되는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.
- 제 1 항에 있어서, 상기 상담내용 관리모듈(240)은고객이 상담한 내용 및 상담원이 답변한 내용을 카테고리로 구분하여 상담내용DB(284)에 저장관리하고, 상담원 단말기(400) 또는 고객 단말기(100)로 전송되도록 관리하는 상담내용 관리부를 포함하여 구성되는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.
- 제 1 항에 있어서, 상기 웹정보 관리모듈(260)은웹 포털상에 공지되어 있는 질의사항 및 이에 대한 답변사항을 수집 및 정리하여 검색어로 검색될 수 있도록 카테고리별로 웹정보 DB(286)에 저장관리하고, 상담원 단말기(400) 또는 고객 단말기(100)로 전송되도록 관리하는 웹정보 관리부를 포함하여 구성되는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.
- 제 1 항에 있어서, 상기 통합메시지 서버(270)는메일 서버 또는 메시지 서버를 포함하여 구성되며,상기 메일서버에서는 상기 고객 단말기로부터의 상담요청 데이터를 상기 상담원 단말기의 메일로 전송하거나, 상담원 단말기로부터의 상담답변내용을 고객 단말기의 메일로 전송하거나, 또는 상담 데이터를 상기 고객 단말기로부터 입력된 상기 상담원 단말기의 메일로 전송하며,상기 메시지 서버는 상기 고객 단말기로부터의 지시에 따른 상담 요청을 단문 형태로 상담원 단말기로 전송하거나, 상담원 단말기로부터의 상담답변내용을 단문 형태로 고객 단말기로 전송하거나, 또는 상담 데이터를 단문형태로 고객 단말기로부터 입력된 상담원 단말기로 전송하는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.
- 제 1 항에 있어서, 상기 상담원 단말기(400)는화면을 제1 팝업창, 제2 팝업창, 채팅창 및 제3 팝업창으로 분할하여 표시할 수 있으며,상기 제1 팝업창에는 상기 상담관리서버를 통해 상담요청이 있는 다수의 고객 리스트를 표시하되 상담중인지 여부와 대기시간을 함께 표시하고,상기 제2 팝업창에는 다수의 고객 중 현재 채팅중인 고객에 대한 정보를 표시하고 채팅창을 통해 상담을 실시간으로 나누며,상기 제3 팝업창에는 웹포탈의 검색정보자료가 검색어필드와 함께 표시되는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.
- 제 7 항에 있어서,상기 제2 팝업창은 다수개 구비되어, 상담원이 동시에 다수 고객과 채팅이 가능하도록 구성된 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.
- 제 1 항에 있어서, 상기 상담관리서버(200)는상기 고객 단말기(100)가 상담을 예약할 수 있도록 상기 한전서버(300)의 지역센터정보DB(370)와 연동하여 고객의 거주지 근처 지역의 한전센터 정보를 고객에게 전송하여 고객이 선택할 수 있도록 하며, 고객이 선택한 한전센터에 대하여 순서대기번호가 표시된 아이콘을 생성하여 고객에게 전송하고 고객의 예약 신청이 완료되면, 순서대기번호가 기입된 대기표를 발급하는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.
- 제 1 항에 있어서, 상기 상담관리서버(200)는결제모듈(PM)을 더 구비하여, 고객이 비밀번호나 고객에게 개별통지된 바코드나 QR코드의 개인정보를 입력하면 상기 고객정보 관리모듈이 고객정보DB 및 이용자정보DB와 연계하여 해당 고객임을 확인하고 미납요금납부인지 또는 정기요금납부인지 판단한 후 요금납부 완료절차가 수행되도록 하는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 시스템.
- 상담관리서버(200)의 고객정보 관리모듈(210)의 고객 정보 관리부가 고객 단말기(100)로부터 가입정보를 수신하면 수신한 가입정보가 등록된 고객인지를 판단하여 접속을 승인하는 단계;접속이 승인된 고객 단말기(100)로부터 상담메뉴 목록의 상담메뉴가 선택되면, 상담관리서버(200)는 상담원 단말기(400)를 선택하여 고객 정보를 선택된 상담원 단말기(400)로 전송시키는 단계; 및고객과 상담원이 연결되면, 채팅 서버(230)와 통합메시지 서버(270)를 활성화시켜 고객이 선택된 상담원과 실시간으로 채팅상담을 하도록 하는 단계;를 포함하여 구성되며,상기 고객 단말기(100)는 상담관리서버(200)에 고객 단말기의 고객정보를 제공하여 상담관리서버(200)가 어느 상담원 단말기(400)가 선택되어 어느 고객과 상담이 형성된 것인지를 파악할 수 있도록 하는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 방법.
- 제 11 항에 있어서,상기 선택된 상담원 단말기(400)는 화면을 다수개의 팝업창으로 분할하여,상담요청이 있는 고객의 리스트를 제1 팝업창에 표시하고,현재 채팅중인 고객에 대한 정보를 제2 팝업창에 표시한 상태에서 정보를 보면서 채팅창을 통해 상담을 실시간으로 나누며,웹 포털의 검색정보를 제3 팝업창에 표시하여 상담내용의 검색어를 넣고 검색하여 그 결과를 채팅창에 드래그인 또는 복사하여 고객에게 알려주는 것을 특징으로 하는 데이터통신망을 통한 실시간 고객상담 서비스 방법.
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KR20120087220A (ko) * | 2010-11-25 | 2012-08-07 | 주식회사 케이티 | 온라인 고객 응대 방법 및 시스템 |
KR20120087340A (ko) * | 2011-01-21 | 2012-08-07 | 아이티홀릭(주) | 예약 콜 등록 시스템 및 그 제어방법과, 그 예약 콜 등록 시스템에 포함되는 콜센터 포탈 중계 서버 및 그 제어방법 |
KR20140096485A (ko) * | 2013-01-28 | 2014-08-06 | 네이버 주식회사 | 메신저 채팅창을 통한 콘텐츠 다중 전송 장치, 방법 및 컴퓨터 판독 가능한 기록 매체 |
KR20140088062A (ko) * | 2014-06-16 | 2014-07-09 | 이점한 | 실시간 상담이 가능한 원격 접속 지원 시스템 및 방법 |
Cited By (5)
Publication number | Priority date | Publication date | Assignee | Title |
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WO2018094539A1 (en) * | 2016-11-28 | 2018-05-31 | Mindshare Technologies Incorporated | System and method for live online consultation |
CN110321728A (zh) * | 2018-03-31 | 2019-10-11 | 汇银宝网络技术股份有限公司 | 一种用户自助咨询方法 |
CN110599192A (zh) * | 2018-05-23 | 2019-12-20 | 阿里巴巴集团控股有限公司 | 一种用户订单的定位方法、设备以及*** |
CN111859110A (zh) * | 2020-06-15 | 2020-10-30 | 北京求实工程管理有限公司 | 工程项目管理***及方法 |
CN113783951A (zh) * | 2021-08-30 | 2021-12-10 | 海口创梦技术转移转化服务有限公司 | 一种知识产权咨询服务*** |
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