WO2007114613A1

WO2007114613A1 - Call service method of the call center where the integrated message system is had all

Info

Publication number: WO2007114613A1
Application number: PCT/KR2007/001585
Authority: WO
Inventors: Keun Young Lee
Original assignee: Keun Young Lee
Priority date: 2006-03-31
Filing date: 2007-03-31
Publication date: 2007-10-11
Also published as: KR100621671B1

Abstract

The present invention relates to a multi-functional call service method using mobile com¬ munication means configured to variably combine mobile communication network-based position recognition system and functional call services, thereby enabling to simply transmit his or her own position and to selectively receive a desired call service. The multi-functional call service method of a call center equipped with an integrated messaging system according to the present invention is operated in such a fashion that mobile communication network-based position recognition system and functional call services are variably combined to remarkably reduce an unnecessary standby time of a customer typically provided with manual services by counselors and to dispense with separate counselors except for manipulating operators as a result of using the automatic integrated messaging system, thereby producing an effect of reduced labor costs, and enabling to obtain an enhanced reliability of outstanding service quality as a result of using easy and simple service frequency.

Description

CALL SERVICE METHOD OF THE CALL CENTER WHERE THE INTEGRATED MESSAGE SYSTEM IS HAD ALL

Technical Field

[1] This description relates to a multi-functional call service method using mobile communication means, and more particularly to a multi-functional call service method using mobile communication means configured to variably combine a mobile communication network-based position recognition system and a functional call service, thereby enabling to simply transmit his or her own location and to selectively receive a desired call service. Background Art

[2] As a known art, an order system via a call center is such that a plurality of counselors stand by at all times, who in turn grasp the kind and quantity of orders provided via calls from mobile communication means (typically referred to as mobile phone) of an orderer, and select an order provider appropriate to an ordered merchandise list, and transmit ordered merchandise(s) to the orderer.

[3] The above-explained call center is a system operated in such a manner that plural counselors must stand by at all times, store the ordered merchandise list in a separate server, check the list, select an order provider located nearest to the orderer and notify the orderer the nearest- located order provider.

[4] Meanwhile, business environments are getting more fiercely competitive and labor costs are going up due to reasons resultant therefrom, such that a new service method has been demanded for providing multiple services in one system.

[5]

Disclosure of Invention Technical Problem

[6] The present inventive concept is disclosed to serve the purpose of the above- mentioned requirement and an object is to provide a multi-functional call service method configured to select a desired service by a simple manipulation of mobile communication means such as mobile phones and PDAs (Personal Digital Assistants).

[7] To this end, the present invention has integrated a Private Branch Exchange (PBX) which is a main system of a typical call center and personalized customer counselling service into an integrated messaging system to thereby enable to provide a new marketing and business operation method.

[8]

Technical Solution [9] The integrated messaging system according to the present invention is a system where an automatic guide system, an automatic call system, a database and the like are integrated.

[10] The messaging system according to the present invention can deal with at one time a unit operation covering, such as but not limited thereto, a customer check, requirement reception, information acquisition typically borne by call center counselors to allow a customer to be guided to a desired service list, or to directly select the list, thereby enabling the customer and a service provider to be interconnected.

[11] Furthermore, the integrated messaging system according to the present invention can be provided with a location of mobile communication means owned by a customer from a mobile communication exchange to allow searching for an optimal shortest- distanced service provider suitable to the service required by the customer and transmitting the information thereof to the customer.

[12] Other objects and effect of the present invention may be precisely defined by the following detailed description, and the detailed description and preferred implementations of the present invention do not limit the scope of the present invention.

Advantageous Effects

[13] As apparent from the foregoing, a multi-functional call service method of a call center equipped with an integrated messaging system according to the present invention is operated in such a fashion that a mobile communication network-based position recognition system and a functional call service are variably combined to remarkably reduce an unnecessary standby time of a customer provided with manual services by counselors and to dispense with separate counselors except for manipulating operators as a result of using the automatic integrated messaging system, thereby producing an effect of reduced labor costs, and enabling to create an enhanced reliability of outstanding service quality as a result of using easy and simple service frequency. Brief Description of the Drawings

[14] FIG. 1 is a schematic view illustrating a multilaterally-communicated situation amo ng customers, a call center, a mobile communication exchange and service providers.

[15] FIG.2 is a schematic diagram illustrating a structure of CTI (Computer Telephony

Integrated) system comprising a messaging system according to the present invention.

[16] FIG.3 is an operational diagram of a multi-functional call service method in a call center equipped with an integrated messaging system according to the present invention.

[17]

[ 18] *Description of reference numerals for principal parts* [19] 10: CTI system 20: mobile communication exchange

[20] 30: call center 40: mobile communication means

[21] 50: landline telephone set

Best Mode for Carrying Out the Invention

[22] In one general aspect, in a multi-functional call service method of a call center including a CTI (Computer Telephony Integrated) system comprising an integrated messaging system using a computer and grasping a transmission location of a service requesting customer and a service provider based on jurisdiction of a mobile communication exchange to connect calls, the method comprising:

[23] sequentially pressing, by the service-requesting customer, a sharp button (#) and a number button in order to generate a specific frequency via mobile communication means, thereby requesting the call center of the services (first step);

[24] detecting, by the CTI system, a signal of the customer transmitted via a specific frequency while detecting the signal in a standby state to classify a relevant signal through a signal classification process routine, performing a mapping process of graphically converting the relevant signal through voice data format or mobile phone browser, and selectively changing the signal to an automatic guide system or an automatic call system (second step);

[25] audibly or graphically explaining, by the automatic guide system-changed signal, to the customer a service class formated in a multi-row list, whereby the customer selects any one from the service list that the customer desires to select (third step);

[26] and requesting, by the CTI system, the mobile communication exchange a location of the customer when the customer transmits the requested service; and comparing, by the CTI system that has grasped the received location of the customer, a main category of business of a service provider stored in database with the customer-requested service list, extracting a service provider optimally nearest to the customer, and allowing attempting to communicate with the customer (fourth step).

[27]

[28] Implementations of this aspect may include one or more of the following features.

[29]

[30] The CTI system in the first step includes an automatic guide system, an automatic call system, texts, a voice change system and database, which in turn are physically interconnected.

[31] Furthermore, the service class is listed up with one or more categories of businesses selected from a group of emergency crisis rescue, driving by proxy (proxy driving), taxi, catering service, legal service, taxation service, quick door-to-door delivery service, real estate information, flower delivery service, wedding information service, call van service, and tour service (reservation of train, boat and air tickets).

[32] Still furthermore, in the fourth step, the service providers optimally nearest to the customer are sequentially searched in order to allow the service provider and the customer to attempt to communicate therebetween, wherein a repeated process of searching for next service providers is performed if the service provider is in the state of interruption of transmitting or receiving calls or a meter switch is turned off.

[33]

[34] The present general inventive concept not limiting the exemplary implementations will be described in detail with reference to the accompanying drawings. Wherever possible, the same reference numerals will be used throughout the drawings to refer to the functionally same or like parts.

[35]

[36] FIG. 1 is a schematic view illustrating a multilaterally-communicated situation among customers, call center, mobile communication exchange and service provider, FIG.2 is a schematic diagram illustrating a structure of CTI (Computer Telephony Integrated) system comprising a messaging system according to the present invention, and FIG.3 is an operational diagram of a multi-functional call service method in a call center equipped with an integrated messaging system according to the present invention.

[37] Referring to FIGS. 1 and 3, the present invention includes a CTI system (10) comprising an integrated messaging system using a computer, and uses a multifunctional call service method connecting calls by grasping a transmission location of a service requesting customer and a service provider based on jurisdiction of a mobile communication exchange (20).

[38] The service method employing the present invention is disclosed in detail as exemplary implementations except for the CTI system (10) in Korea Patent Application No. 1999-0027695 titled as "vehicle call service method in radio communication system" or Korea Patent Application No. 2002-0014304 titled as "automobile call service apparatus and automobile call service method using the same".

[39]

[40] As disclosed in the prior arts, in order to embody an optimum service by tracing a location of a customer (hereinafter referred to as customer location), the customer location using the mobile communication means (40) can be obtained through analysis message or call request message by a service control system mounted in the mobile communication exchange when the customer uses the mobile communication means (40) for mutual communication. [42] Although the present invention adopts the service method for connecting calls by grasping a location of a caller, the present invention has a feature in that the CTI system (10) is employed which has embodied a CTI server which is a private branch exchange (PBX) applied to a typical call center as an integrated system.

[43] The CTI system (10) according to the present invention includes an automatic guide system (12), an automatic call system (14), texts, a voice change system (16) and a database (18), which are physically interconnected (configuration thereof to be described later), and development language is processed in programming languages higher than Visual C (Visual C ++).

[44] The present invention is such that services must be requested through the mobile communication means (40) or landline telephones (50) in order to be provided with all the services that can be performed by a call center (30).

[45] One of the outstanding features in the present invention is not that a customer notifies his or her own location to the call center (30), but that the call center (30) itself grasps the customer location and actively provides a variety of services.

[46] As a result, the present invention is operated in such a manner that a specific particular frequency is generated to communicate with the call center (30) in order to display a specified service method.

[47] Preferably, the particular frequency is made of composite frequencies by sequentially pressing a sharp (#) button or number buttons (0,1,2...8,9) on a keyboard of the mobile communication means (40) or the landline telephone (50) to generate the following two intrinsic frequencies, and the composite frequencies are transmitted to the mobile communication exchange (20).

[48]

[49] # : 941/1477, 0 : 941/1336, 1 : 697/1209, 2 : 697/1336, 3 : 697/1477, 4 : 770/1209, 5 : 770/1336, 6 : 770/1477, 7 : 852/1209, 8 : 852/1336, 9 : 852/1477

[50]

[51] The mobile communication exchange (20) having received the particular frequency connects the call center (30) to a signal of the customer in response to the received signal, whereby the mobile communication exchange (20) can ascertain the location of the caller and the ascertained location of the caller can be transmitted to the call center (30) the moment the signal is connected.

[52] At this time, the CTI system (10) of the call center (30) detects the signal under a standby state and then detects the signal of the customer transmitted in a particular frequency, and classifies a relevant signal through a signal classification process routine. Particularly, the present invention has a feature in that the CTI system is applied with 1 (one)-part call system, and all the situations are processed within the CTI system (10) in order to induce a direct communication between the customer and the service provider.

[53] The CTI system (10) responds if it is verified that the frequency received by the

CTI system (10) has been precisely connected to a particular frequency after the particular frequency (# alone or combination of # and numbers) applied to the present invention and other signal frequencies are detected.

[54] The signal classification process routine is performed by responding as explained above, but an error routine is performed if not in operation. The error routine is processed as below, and the solved error is classified by an automatic guide system and an automatic call system, but a mapping process is first performed where the solved error is graphically changed through a voice data format or a mobile phone browser, and changed to the automatic guide system (12) and the automatic call system (14) for start of the service.

[55]

if (sr_getboardcnt(" Signal" .&br dcnt)= = - 1 ) i

}

//initialisation routine if(brdcnt== =NULL) i

MessageBos(NULL,"serice has not started Please see again. "NULL,N ULL) ;

} for(indes=l;indes<brdcnt;indes+ + ) i sprintf (but,"dxxxB %d". index);

TRACEC %s" .buf); if((bddev= dx_open(buf ,0 ))= = - 1 ) i MessageBox(NULL,"port open err or. ",NU LL K ULL);

} } subdevs=ATDV_ΞUBDEVΞ(bddev); chnamesp= ATDX-CHN AMES (bddev);

Next in order to process a signal corning from a device it is made to On- hook State, The routine is as follows,

if ((dx_sethook(chdev [i ] ,DX JDFFHO OK ,EVJ^SYNC = = - 1 )

[57]

[58] The automatic guide system (12) applied to the present invention is physically connected to voice and graphic change system, and the texts and the voice change system (16) are disposed with a voice data format comprised of a variety of service classes, and a list satisfying the characteristics of each service provider.

[59] As a preferred implementation, if a customer presses the sharp (#) button alone and the CALL button, the mobile communication exchange (20) understands that a pre-set emergency crisis rescue is requested, where the mobile communication exchange (20) can directly transmit the customer location or caller information to 119 (Korean version of American 911).

[60] Furthermore, if the sharp (#) button and number (preferably 0) button are pressed, and the CALL button is pressed, a service number and a list thereof are advised to a pre-stored voice ARS (Audio Response System, which is useful to visually handcapped persons) to allow the customer to directly select, or the following service list is graphically displayed on a screen of the mobile communication means (40) for hearing handcapped persons.

[61]

[62] LIST (SERVICE CLASSES)

[63] #: emergency crisis rescue, 0: ARS, 1: proxy driving, 2: taxi, 3: pizza, 4: chicken, 5: late-night meal, 6: raw fish, 7: greasy roasted pettitoes, 8: Chinese restaurants, 9: legal service, 10: taxation service, 11: horoscope and signs of zodiac, 12: real estate information, 13: wedding information, 14: quick door-to-door service, 15: flower delivery, 16: call van service, 17: quick door-to-door service, 18: tour service (reservation of train, boat, air tickets)

[64]

[65] Successively, if the customer selects one of 1-18 in order to receive a service from the list, it is communicatively switched to the automatic call system (14).

[66] Once the call is connected to the automatic call system (14), it is simultaneously communicated with the database (18) comprising a service class of a large list inputted with, i.e., telephone number, working hour, address of a service provider if the service provider has a fixed location, and a sub-class of a small list, such that a main category of business and location of the service provider can be grasped to enable to search for an optimum service provider optimally nearest to the customer.

[67]

[68]

[69] SUB-CLASS

[70] 1. proxy driving (1): Kim, Bok-Dong

[71] (2): Hong, Gil-Dong

[72] (3): .

[73]

[74]

[75] 15. flower delivery (1): HaengBok-Dong flower delivery

[76] (2): Dunsan-Dong flower delivery

[77] (3): .

[78]

[79]

[80] Now, process of grasping the location of the service provider will be explained.

[81] First, information on business operators registered as service providers corres ponding to a list selected by the call center (30) is stored in the call center (30).

[82] The information on these business operators is transmitted to the mobile communication exchange (20) simultaneously along with the call of the customer, and in- formation on precise locations of these business operators is again provided from the mobile communication exchange (20). [83] The positions of service providers provided from the mobile communication exchange (20) are again analyzed as a final signal by the following routine from the automatic call system (14). [84]

[85] chdev[i] = sr_getevdev() :

[86] [87] Turnaround value is received in int type, an event handler value is inputted into chdev value and check is made on the status thereof. [88] In other words, the process is finished in the manner of selection (list standby) → list creation → scenario process → call process → list selection. [89] [90] Particularly, the location of the service provider extracted following the performance of the process routine by the automatic call system (14) is again checked and ascertained as to whether it is in a standby state or in an operation state. [91] The service provider who has been confirmed of being in the standby state is connected to a signal of the customer who has requested the service through the mediation of the call center (30). [92] Meanwhile, besides the above-mentioned operation, the customer may directly be connected to the automatic call system (14) of the call center (30) without the need of searching for the service list. For example, if the customer desires to request a proxy driving, he or she may press the sharp (#) button and 1 button, and press the CALL button, the customer is directly connected to the automatic call system (14) so that there is no need of listening to ARS of the call center (30), whereby the customer may receive the desired service instantly. [93] [94] Next, a preferred implementation using the multi-functional call service method equipped with an integrated messaging system using a computer will be described. [95]

[96] (PREFERRED EMBODIMENT 1 - CALL METHOD OF PROXY DRIVING)

[97] [98] The customer transmits a particular frequency using the mobile communication means (40), and the transmitted particular frequency uses the sharp (#) button and a number button (preferably 0 or 1 button). [99] The transmitted particular frequency is transmitted to the call center (30) via the mobile communication exchange (20), and the mobile communication exchange (20) also transmits the location transmitted along with the call signal of the customer. [81] The customer who has transmitted by pressing the sharp (#) and 0 numbers and CALLed is connected to the automatic guide system (12) to be provided with a service list desired to be used, and if the customer desires to directly communicate with the service provider, he or she presses the sharp (#) and 1 buttons and CALLs to thereby enable to get communicated with the service provider promptly.

[100]

[101] Again, if any one of the services from the provided service list is selected, the CTI system (10) connects the automatic call system (14) to analyze and extract information of the service provider requested by the customer, and transmits to the mobile communication exchange (20).

[102] At this time, the CTI system (10) sequentially searches for a service provider located nearest to the customer to arrange an attempted communication between the service provider and the customer, and gets connected, where the service provider repeats a process of searching for a next service provider if the service provider has stopped receiving and transmitting calls, or a meter switch is turned off.

[103] The extracted and transmitted information of the service provider is again transmitted to the call center (30) from the mobile communication exchange (20) to enable to grasp a current location of the service provider.

[104] The transmission location of the customer and the optimal nearest distance thereto is analyzed from among the grasped current location of the service provider, and the customer and the service provider are connected via a signal to get provided with the service requested by the customer.

[105] At this time, the definition of optimal nearest distance may be, i.e., a method of connecting to a customer by finding a service provider who is located at the same side of a wide road with that of the customer in view of the customer who is located on the opposite side of the road or a crossroad from the service provider.

[106] Furthermore, these operations are automatically processed by the integrated messaging system at the call center (30), thereby dispensing with the need of manning counselers, and enhancing reliability in the quality of services due to direct connection between the customers and service providers.

[107] In other words, as apparent from the foregoing, the present invention enables to provide almost all of the services requested by customers as a result of provision of integrated system and various extended functions.

[108] While certain novel features of this invention have been shown and described and are pointed out in the annexed claims, it is not intended to be limited to the details above, since it will be understood that various omissions, modifications, substitutions and changes in the forms and details of the device illustrated and in its operation can be made by those skilled in the art without departing in any way from the spirit and scope of the present invention.

Claims

[1] In a multi-functional call service method of a call center including a CTI

(Computer Telephony Integrated) system comprising an integrated messaging system using a computer and grasping a transmission location of a service requesting customer and a service provider based on jurisdiction of a mobile communication exchange to connect calls, the method comprising: sequentially pressing, by the service-requesting customer, a sharp button (#) and number buttons in order to generate a specific frequency via mobile communication means, thereby requesting the call center of the services (first step); detecting, by the CTI system, a signal of the customer transmitted via a particular frequency while detecting the signal in a standby state to classify a relevant signal through a signal classification process routine, performing a mapping process of graphically converting the relevant signal through voice data format or mobile phone browser, and selectively changing the signal to automatic guide system or automatic call system (second step); audibly or graphically explaining, by the automatic guide system-changed signal, to the customer a service class formated in a multi-row list, whereby the customer selects any one service from the service list that the customer desires to select (third step); and requesting, by the CTI system, the mobile communication exchange a location of the customer when the customer transmits the requested service, and comparing, by the CTI system that has grasped the received location of the customer, a main category of business of a service provider stored in database with the customer-requested service list, extracting a service provider optimally nearest to the customer, and allowing attempting to communicate with the customer (fourth step).

[2] The method as claimed in claim 1, wherein, in the first step, the service can be provided by directly being connected to the automatic call system and by pressing the sharp (#) buttom and number button relevant to the service list, instead of going through the automatic guide system of the call center.

[3] The method as claimed in claim 1, wherein the CTI system includes an automatic guide system, an automatic call system, texts, a voice change system and a database, which are physically interconnected thereamong.

[4] The method as claimed in claim 1, wherein the service class is listed up with one or more categories of businesses selected from a group of emergency crisis rescue, proxy driving, taxi, catering service, legal service, taxation service, quick door-to-door delivery service, real estate, flower delivery service, wedding information service.

[5] The method as claimed in claim 1, wherein, in the fourth step, the service providers optimally nearest to the customer are sequentially searched in order to allow the service provider and the customer to attempt to communicate therebetween, wherein a repeated process of searching for next service providers is performed if the service provider is in the state of interruption of transmitting or receiving calls, or a meter switch is turned off.