KR102617231B1 - System and method for servicing letter color ring - Google Patents

Abstract

A letter coloring service method is disclosed.
The present invention displays content related to called party information or caller information on the screen of the customer terminal when making a call, such as at a customer, call center, or civil complaint consultation, and displays content based on customer information, thereby improving call connection rate and promotional effect for customers. can do.

Description

Letter coloring service system and method {SYSTEM AND METHOD FOR SERVICING LETTER COLOR RING}

The present invention relates to a letter coloring service system and method. More specifically, the present invention relates to a letter coloring service system and method, and more specifically, displays content related to called party information or sender information on the screen of the customer terminal when making a call, such as at a customer call center or civil complaint consultation, and displays content based on customer information. It relates to a letter coloring service system and method that can improve call connection rate and promotional effect for customers by displaying.

In general, a ringback tone refers to a signal indicating that a call is being connected to a calling terminal while the calling terminal is connecting a call to the called terminal.

The 'coloring' service, which allows the terminal user to set the call ring-back tone to a sound source such as a song or greeting, and allows the ring-back tone set during a call connection, is widely used.

Recently, as the range and communication speed of wireless Internet have improved, users are increasingly using voice calls, video calls, and various content while on the move.

In addition, as the use of mobile terminals becomes commercialized, advertisements using mobile communication networks are emerging. Compared to other advertising media such as television, radio, and the Internet, smartphones can be connected to various communication networks.

Additionally, a method of providing advertising content using voice in a call waiting state is being used.

However, the provision of such advertising content mostly includes content that users do not want, so there is a problem in that call connection is very low and advertising effectiveness is also low.

Korean Registered Patent Publication No. 1324310 (Title of Invention: Method for obtaining points and providing earned point rewards by posting advertising content on the LCD screen when making or receiving a smartphone)

In order to solve this problem, the present invention displays content related to called party information or caller information on the screen of the customer terminal during a call, but displays content based on customer information, thereby improving the call connection rate and promotional effect for customers. The purpose is to provide a letter coloring service system and method that can be used.

In order to achieve the above object, an embodiment of the present invention is a letter coloring service method, comprising: a) a letter coloring service server classifying call requests received from a customer terminal and a representative terminal into incoming calls and outgoing calls; b) If the classified call request is an incoming call, the letter coloring service server outputs letter coloring content information, including advertisements, promotions, event information, and homepage pop-up information, to be displayed on the customer terminal, and customer information received from the customer terminal , extracting keyword information based on incoming call request data and analyzing customer characteristics and call purpose; c) The letter coloring service server generates customized letter coloring content information by reflecting the analyzed customer characteristics and call purpose, and displays the generated customized letter coloring content information on the customer terminal in at least one of call waiting and call connection. Outputting as much as possible; and d) As the call between the customer terminal and the representative's terminal is connected, the letter coloring service server manages the call, and when the call is terminated, sends epilogue letter coloring content information, including service satisfaction and surveys, to the customer terminal. It includes a step of outputting to be displayed.

In addition, the letter coloring service method according to an embodiment of the present invention is b-1) If the call request in step a) is an outgoing call, the letter coloring service server receives call target customer information and outgoing call request data from the person in charge terminal. Analyzing the purpose of the call based on the received customer information and outgoing call request data, extracting and analyzing the letter coloring metadata of the customer according to the call purpose; c-1) The letter coloring service server generates customized letter coloring content information by reflecting the analyzed sender target customer information and letter coloring metadata, and sends the generated customized letter coloring content information to at least one of call waiting and call connection. Outputting one to be displayed on the customer terminal; and d-1) As the call between the customer terminal and the representative's terminal is connected, the letter coloring service server manages the call, but when the call is terminated, the epilogue letter coloring content information, including service satisfaction and survey, is sent to the customer. Characterized in that it further includes a step of outputting the output to be displayed on the terminal.

In addition, an embodiment of the present invention is a letter coloring service system, which classifies call requests received from customer terminals and staff terminals into incoming calls and outgoing calls, and if the classified call requests are incoming calls, advertisements, promotions, event information, Letter coloring content information, including homepage pop-up information, can be output to be displayed on the customer terminal.

The letter coloring service system according to the above embodiment analyzes customer characteristics and call purpose using customer information received from the customer terminal and keyword information extracted based on incoming call request data, but reflects the analyzed customer characteristics and call purpose. The customer-customized letter coloring content information generated can be output to be displayed on the customer terminal in at least one of call waiting and call connection.

If the classified call request is an outgoing call, the letter coloring service system according to the above embodiment analyzes the call purpose based on the outgoing call customer information and outgoing call request data received from the representative terminal, but determines the outgoing call target customer according to the call purpose. Letter coloring metadata can be extracted and analyzed.

The letter coloring service system according to the above embodiment can output customized letter coloring content information generated by reflecting the analyzed sending target customer information and letter coloring metadata to be displayed on the customer terminal in at least one of call waiting and call connection. there is.

The letter coloring service system according to the above embodiment can output epilogue letter coloring content information, including service satisfaction and a survey, to be displayed on the customer terminal when the call is terminated.

The present invention displays content related to called party information or caller information on the screen of the customer terminal when making a call, such as at a customer, call center, or civil complaint consultation, and displays content based on customer information, thereby improving call connection rate and promotional effect for customers. There are advantages to doing this.

Figure 1 is a block diagram showing the configuration of a letter coloring service system according to an embodiment of the present invention.
Figure 2 is a block diagram showing the configuration of a letter coloring service server of the letter coloring service system according to the embodiment of Figure 1.
Figure 3 is a flow chart showing a letter coloring service method according to an embodiment of the present invention.
Figure 4 is a flow chart showing the process upon receiving an incoming call in the letter coloring service method according to the embodiment of Figure 3.
Figure 5 is a flowchart illustrating the process when sending the letter coloring service method according to the embodiment of Figure 3.
Figure 6 is a flowchart illustrating a process for analyzing the purpose of a call when making a call using the letter coloring service method according to the embodiment of Figure 5.

Hereinafter, the present invention will be described in detail with reference to preferred embodiments of the present invention and the accompanying drawings, assuming that the same reference numerals in the drawings refer to the same components.

Before describing specific details for implementing the present invention, it should be noted that configurations that are not directly related to the technical gist of the present invention have been omitted to the extent that they do not distract from the technical gist of the present invention.

In addition, the terms or words used in this specification and claims have meanings and concepts that are consistent with the technical idea of the invention, based on the principle that the inventor can define the concept of appropriate terms in order to explain his or her invention in the best way. It should be interpreted as

In this specification, the expression that a part “includes” a certain element does not mean excluding other elements, but means that it may further include other elements.

In addition, terms such as "‥unit", "‥unit", and "‥module" refer to a unit that processes at least one function or operation, which can be divided into hardware, software, or a combination of the two.

In addition, the term "at least one" is defined as a term including singular and plural, and even if the term "at least one" does not exist, each component may exist in singular or plural, and may mean singular or plural. This can be said to be self-evident.

Hereinafter, a preferred embodiment of a letter coloring service system and method according to an embodiment of the present invention will be described in detail with reference to the attached drawings.

Figure 1 is a block diagram showing the configuration of a letter coloring service system according to an embodiment of the present invention, and Figure 2 is a block diagram showing the configuration of the letter coloring service server 200 of the letter coloring service system according to the embodiment of Figure 1. am.

A plurality of customer terminals 100, customer terminal 1 (100a) to customer terminal n (100n) receive an incoming call to the letter coloring service server 200 through a network such as the Public Switched Telephone Network (PSTN) or the Internet. Connection can be made through a call or by receiving an outgoing call from the letter coloring service server 200.

In addition, customer terminal 100, customer terminal 1 (100a) to customer terminal n (100n) are smartphones and tablet PCs capable of installing application programs, making phone calls, data communications, purchasing and paying for commerce products, etc. Alternatively, it may consist of a wearable device, etc.

The letter coloring service server 200 is connected to the customer terminal 100, customer terminal 1 (100a) to customer terminal n at the time of call waiting, call connection, or call termination according to an inbound call or outbound call. (100n) causes letter coloring content information and epilogue letter coloring content information to automatically pop up and display.

Here, the letter coloring content information may include product advertisements, promotions, event information, homepage pop-up information, etc.

Additionally, the epilogue letter coloring content information may include service satisfaction evaluations and surveys based on phone consultation, product purchase, subscription, etc.

Additionally, letter coloring content information and epilogue letter coloring content information may be displayed as images through the screen of customer terminal 100 and customer terminal 1 (100a) to customer terminal n (100n).

To this end, the letter coloring service server 200 may be configured to include a call connection management unit 210 to receive call requests from the customer terminal 100 and the representative terminal 300.

The call connection management unit 210 classifies the incoming call received through the telecommunication company server 200a or the outgoing call received through the premises exchange (not shown) so that the customer terminal 100 and the representative terminal 300 can be connected. Manage.

Additionally, the call connection management unit 210 may provide letter coloring content information to the customer terminal 100 through data communication over the Internet.

In addition, when the letter coloring service server 200 is classified as an incoming call by the call connection management unit 210, the letter coloring content information, including advertisements, promotions, event information, and homepage pop-up information, is transmitted to the customer terminal 100 and output for display. It may be configured to include an incoming call management unit 220.

The incoming call management unit 220 extracts and extracts keyword information from the customer terminal 100 based on customer information such as the customer phone number, incoming call target terminal 300 information, and incoming call request data including the reason for the call request. Customer characteristics and call purpose can be analyzed using the keyword information provided.

In addition, the incoming call management unit 220 extracts the customer phone number through CID (Caller-ID service), and uses the extracted customer phone number to collect representative letter coloring content including pre-stored advertisements, promotions, event information, and homepage pop-up information. Information can be managed to be displayed on the customer terminal 100.

Additionally, the incoming call management unit 220 may search customer information stored in the database 250 using the customer phone number and extract customer characteristics based on the retrieved customer information.

Here, customer characteristics may include the customer's residence, age, family relationship, occupation, subscription information, product purchase information, insurance investigation history and compensation payment information, call center inquiry information, health-related information, etc.

Additionally, the incoming call management unit 220 may receive text data or text data converted through the STT (Speech To Text) function as prompt data from the customer terminal 100 and analyze the reason for the call request.

Here, the prompt data is, for example, text data such as 'There are various types of insurance, and I would like to know about the types of insurance that a healthy man in his 40s can subscribe to, subscription period, monthly payment amount, and scope of coverage.' or text converted into voice. It could be data.

In this embodiment, content related to the insurance industry is explained, but it is not limited to this and can be changed to various fields such as banking, card industry, securities industry, distribution industry, and culture and arts industry.

In addition, the incoming call management unit 220 extracts keywords through NER (Named Entity Recognition) by embedding the input prompt data and uses the extracted keywords, for example, '40s', 'healthy man', 'insurance'. ', 'subscription period', 'payment amount', and 'coverage' can be used to analyze the purpose of the call.

NER is a multi-class classification task that takes a string as an input and derives the corresponding tag for each word. Within the string, NE such as people, places, money, time, percentages, objects, or nouns that refer to someone's name. (Named Entity) can be located and classified according to predefined categories.

In addition, the incoming call management unit 220 embeds and vectorizes the extracted customer characteristics, compares them with the vector location coordinates of each keyword, and selects the matched customer characteristics, such as 'age', 'occupation', 'product purchase history', ‘Insurance investigation history’, ‘compensation payment history’, ‘health-related information’, etc. can be analyzed.

In addition, when the letter coloring service server 200 is classified as an outgoing call by the call connection management unit 210, an outgoing management unit ( 230).

That is, the outgoing management unit 230 may analyze outgoing call request data input from the person in charge terminal 300 to extract keywords and analyze the purpose of the call based on the extracted keywords.

In addition, the sending management unit 230 searches the database 250 using the sending target customer information input from the person in charge terminal 300, and searches the searched customer's residence, age, family relationship, occupation, subscription information, product purchase information, Customer characteristics, including insurance investigation history, compensation payment information, call center inquiry information, and health-related information, can be extracted as letter coloring metadata of the sending customer.

In other words, customer characteristics, including the customer's residence, age, family relationship, occupation, subscription information, product purchase information, insurance investigation history and compensation payment information, call center inquiry information, and health-related information, are used as letter coloring metadata.

The lettering management unit 240 can extract advertising information that matches insurance product information, health care event information, etc. by reflecting the customer characteristics extracted by the incoming call management unit 220 and the purpose of the call analyzed through keywords.

Additionally, the lettering management unit 240 may generate one or more customer-customized letter coloring content information including extracted advertising information, for example, pop-up information including images and content of related products.

In addition, the lettering management unit 240 replaces the representative letter coloring content information being printed with the generated customer-customized letter coloring content information and sends the message while waiting for a call with the incoming call target person in charge terminal 300 or while making a call connection with the person in charge terminal 300. It is output to the customer terminal 100.

Additionally, if there is a plurality of generated customer-customized letter coloring content information, it may be sequentially transmitted and displayed on the customer terminal 100 at regular time intervals.

Additionally, the lettering management unit 240 may generate customer-customized letter coloring content information by reflecting the sending target customer information and letter coloring metadata analyzed by the sending management unit 230.

In addition, the lettering management unit 240 outputs the generated customer-customized letter coloring content information to be displayed on the customer terminal 100 and provides it while waiting for a call with the customer terminal 100 or during a call connection with the customer terminal 100. make it possible

Meanwhile, the lettering management unit 240 may output arbitrary preset letter coloring content information to the sending target customer terminal 100 regardless of the sending request of the sending management unit 230.

Additionally, when the call is terminated, the lettering management unit 240 may generate epilogue letter coloring content information, including service satisfaction and a survey, and output it to be displayed on the customer terminal 100.

Through this, the letter coloring service server 200 provides customized letter coloring content information to the customer terminal 100 while waiting for a call or connecting a call through an incoming or outgoing call, thereby improving the call connection rate and providing the customer with the necessary information. It can provide active advertising and promotional effects for products.

Additionally, the letter coloring service server 200 may be configured to include a database 250 that stores information about customers.

The plurality of representative terminals 300, representative terminal 1 (300a) to representative terminal n (300n), may include a direct number or an extension number and be configured as terminals capable of phone calls and data communication.

Figure 3 is a flowchart shown to explain the letter coloring service method according to an embodiment of the present invention, and Figure 4 is a flowchart shown to explain the process when receiving an incoming letter coloring service method according to the embodiment of Figure 3. 5 is a flowchart shown to explain the process when sending the letter coloring service method according to the embodiment of Figure 3, and Figure 6 is a process for analyzing the purpose of the call when sending the letter coloring service method according to the embodiment of Figure 5. This is a flowchart for explanation.

1 to 6, in the letter coloring service method according to an embodiment of the present invention, the letter coloring service server 200 receives a call request from the customer terminal 100 and the representative terminal 300 (S100) If so, it is classified into incoming and outgoing calls (S110).

If the call request is classified as an incoming call in step S110, the letter coloring service server 200 outputs letter coloring content information, including advertisements, promotions, event information, and homepage pop-up information, to be displayed on the customer terminal 100.

In addition, the letter coloring service server 200 extracts keyword information based on customer information and incoming call request data received from the customer terminal 100 and analyzes customer characteristics and call purpose (S120).

In step S120, the letter coloring service server 200 transmits letter coloring content information, including advertisements, promotions, event information, and homepage pop-up information, to the customer terminal 100 that requested the incoming call, and outputs it to be displayed (S121).

In addition, the letter coloring service server 200 receives customer information such as the customer phone number from the customer terminal 100 based on the incoming call, information on the incoming representative terminal 300 such as the telephone number of the representative terminal, and the reason for the call request. Keyword information is extracted based on the included incoming call request data, and the extracted keyword information is used to analyze customer characteristics (S122) and analyze the purpose of the incoming call (S123).

In step S122, the letter coloring service server 200 may search customer information stored in the database 250 using the customer phone number and extract customer characteristics based on the retrieved customer information.

In addition, in step S123, the letter coloring service server 200 receives text data or text data converted through the STT (Speech To Text) function as prompt data from the customer terminal 100 and analyzes the reason for the call request. do.

In addition, in step S123, the letter coloring service server 200 extracts keywords through NER by embedding the input prompt data, analyzes the purpose of the call based on the extracted keywords, and vectorizes the extracted keywords through embedding. Customer characteristics can also be analyzed by comparing them to the characteristics of one customer.

Continuing, the letter coloring service server 200 may generate customer-customized letter coloring content information by reflecting the analyzed customer characteristics and call purpose (S130).

Additionally, the letter coloring service server 200 replaces the generated customer-customized letter coloring content information with the representative letter coloring content information provided in step S120 and outputs the information (S140).

Continuing, the letter coloring service server 200 determines whether a call is connected to the representative terminal 300, which is the target of call waiting and receiving (S150), and sends customer-customized letter coloring content to the customer terminal 100 while the call is connected. Output the information so that it is displayed (S160).

In addition, when the call is terminated, the letter coloring service server 200 transmits epilogue letter coloring content information, including service satisfaction and a survey, to the customer terminal 100 and outputs it to be displayed (S170).

In addition, if the call is not connected in step S150, the letter coloring service server 200 may transmit epilogue letter coloring content information to the customer terminal 100 so that a missed call message is displayed through automatic mobile page up-up. You can.

Meanwhile, if the call request is an outgoing call in step S110, the letter coloring service server 200 analyzes the purpose of the outgoing call (S200).

That is, in step S200, the letter coloring service server 200 receives call target customer information and outgoing call request data from the person in charge terminal 300 (S201).

In addition, the letter coloring service server 200 analyzes the purpose of the call based on the received customer information and outgoing call request data, and extracts and analyzes the letter coloring metadata of the customer according to the call purpose (S202). .

That is, in step S202, the letter coloring service server 200 may extract keywords by analyzing outgoing call request data input from the person in charge terminal 300, and analyze the purpose of the call based on the extracted keywords.

In addition, the letter coloring service server 200 searches the database 250 using the sending target customer information input from the person in charge terminal 300, and records the searched customer's residence, age, family relationship, occupation, subscription information, and product purchase. Customer characteristics, including information, insurance investigation history and compensation payment information, call center inquiry information, and health-related information, can be extracted as letter coloring metadata of the sending customer.

Continuing, the letter coloring service server 200 generates customer-customized letter coloring content information by reflecting the analyzed sending target customer information and letter coloring metadata (S210).

Additionally, the letter coloring service server 200 transmits the generated customer-customized letter coloring content information to the customer terminal 100 and outputs it (S220).

In addition, the customer-customized letter coloring content information transmitted in step S220 is displayed while waiting for a call with the sending target customer terminal 100, and it is determined whether a call connection is made with the sending target representative terminal 300 (S230) )do.

As a result of the determination in step S230, if the call is connected, the customer-customized letter coloring content information is kept displayed on the customer terminal 100, which is the sending target, while the call is connected (S240).

In addition, when the call is terminated, the letter coloring service server 200 transmits epilogue letter coloring content information, including service satisfaction and a survey, to the customer terminal 100, the sender, and outputs it to be displayed (S250).

In addition, if the call is not connected in step S230, the letter coloring service server 200 sends the epilogue letter coloring content information to the customer terminal 100, which is the sender, so that a missed call message is displayed through automatic mobile page up-up. can be transmitted to.

Therefore, when conducting a call center or civil complaint consultation, the call connection rate is improved by providing customized letter coloring content information to the customer's terminal while the call is waiting or connected through an incoming or outgoing call, and the product or information that the customer needs is improved. It can provide active advertising and promotional effects.

As described above, the present invention has been described with reference to preferred embodiments, but those skilled in the art may make various modifications and changes to the present invention without departing from the spirit and scope of the present invention as set forth in the claims below. You will understand that you can do it.

In addition, the drawing numbers described in the claims of the present invention are only used for clarity and convenience of explanation and are not limited thereto, and the above-mentioned terms are terms defined in consideration of the functions in the present invention, which are used by users and operators. Since it may vary depending on the intention or custom, the interpretation of these terms should be made based on the content throughout this specification.

In addition, even if not explicitly shown or explained, a person skilled in the art to which the present invention pertains can make various modifications including the technical idea of the present invention from the description of the present invention. It is self-evident, and it still falls within the scope of the present invention.

In addition, the above embodiments described with reference to the accompanying drawings are described for the purpose of explaining the present invention, and the scope of the present invention is not limited to these embodiments.

100: Customer terminal
100a: Customer terminal 1
100n: customer terminal n
200: Letter coloring service server
210: Call connection management department
220: Incoming call management department
230: Outgoing management department
240: Letter coloring management department
250: database
200a: Telecommunications company server
300: Person in charge terminal
300a: Person in charge terminal 1
300n: Person in charge terminal n

Claims (3)

a) the letter coloring service server 200 classifying call requests received from the customer terminal 100 and the representative terminal 300 into incoming calls and outgoing calls;
b) If the classified call request is an incoming call, the letter coloring service server 200 outputs letter coloring content information, including advertisements, promotions, event information, and homepage pop-up information, to be displayed on the customer terminal 100, and the customer Analyzing customer characteristics and call purpose by extracting keyword information based on customer information and incoming call request data received from the terminal 100;
c) The letter coloring service server 200 generates customer-customized letter coloring content information by reflecting the analyzed customer characteristics and call purpose, and sends the generated customer-customized letter coloring content information to at least one of call waiting and call connection states. Outputting to be displayed on the customer terminal 100; and
d) As the call between the customer terminal 100 and the representative terminal 300 is connected, the letter coloring service server 200 manages the call, and when the call ends, an epilogue letter including service satisfaction and a survey is sent. A letter coloring service method comprising: outputting coloring content information to be displayed on the customer terminal (100).
According to claim 1,
b-1) If the call request in step a) is an outgoing call, the letter coloring service server 200 receives the outgoing call target customer information and outgoing call request data from the person in charge terminal 300, and receives the outgoing target customer information. Analyzing the call purpose based on the outgoing call request data, extracting and analyzing letter coloring metadata of the outgoing customer according to the call purpose;
c-1) The letter coloring service server 200 reflects the analyzed sender target customer information and letter coloring metadata to generate customer-customized letter coloring content information, and uses the generated customer-customized letter coloring content information for call waiting and call processing. Outputting to be displayed on the customer terminal 100 in at least one of the connections; and
d-1) As the call between the customer terminal 100 and the representative terminal 300 is connected, the letter coloring service server 200 manages the call, but when the call is terminated, service satisfaction, survey information, etc. A letter coloring service method further comprising: outputting epilogue letter coloring content information to be displayed on the customer terminal (100).
Call requests received from the customer terminal 100 and the representative terminal 300 are classified into incoming calls and outgoing calls. If the classified call request is an incoming call, letter coloring content information including advertisements, promotions, event information, and homepage pop-up information is provided. Output to be displayed on the customer terminal 100,
Customer characteristics and call purpose are analyzed using keyword information extracted based on customer information received from the customer terminal 100 and incoming call request data, and a customized letter is generated by reflecting the analyzed customer characteristics and call purpose. Output the coloring content information to be displayed on the customer terminal 100 in at least one of call waiting and call connection,
If the classified call request is an outgoing call, the purpose of the call is analyzed based on the outgoing call request data and the outgoing customer information received from the representative terminal 300, and the letter coloring metadata of the outgoing customer according to the call purpose is extracted. and analyze,
Output customer-customized letter coloring content information generated by reflecting the analyzed sending target customer information and letter coloring metadata to be displayed on the customer terminal 100 in at least one of call waiting and call connection,
A letter coloring service system including a letter coloring service server (200) that outputs epilogue letter coloring content information, including service satisfaction and a survey, to be displayed on the customer terminal (100) when the call is terminated.

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