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WO2008108571A1 - Méthode de fourniture d'un service d'informations à un dispositif mobile. - Google Patents

Méthode de fourniture d'un service d'informations à un dispositif mobile. Download PDF

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Publication number
WO2008108571A1
WO2008108571A1 PCT/KR2008/001216 KR2008001216W WO2008108571A1 WO 2008108571 A1 WO2008108571 A1 WO 2008108571A1 KR 2008001216 W KR2008001216 W KR 2008001216W WO 2008108571 A1 WO2008108571 A1 WO 2008108571A1
Authority
WO
WIPO (PCT)
Prior art keywords
guidance
mobile device
data
service
voice
Prior art date
Application number
PCT/KR2008/001216
Other languages
English (en)
Inventor
Jun Ho Kim
Original Assignee
Hannet Telecom Co., Ltd.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Hannet Telecom Co., Ltd. filed Critical Hannet Telecom Co., Ltd.
Publication of WO2008108571A1 publication Critical patent/WO2008108571A1/fr

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/20—Services signaling; Auxiliary data signalling, i.e. transmitting data via a non-traffic channel
    • 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
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/02—Banking, e.g. interest calculation or account maintenance
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0036—Services and arrangements where telephone services are combined with data services where the data service is an information service
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W8/00—Network data management
    • H04W8/22—Processing or transfer of terminal data, e.g. status or physical capabilities
    • H04W8/24—Transfer of terminal data
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W88/00—Devices specially adapted for wireless communication networks, e.g. terminals, base stations or access point devices
    • H04W88/02—Terminal devices
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/251—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably

Definitions

  • the present invention relates, in general, to a method of providing a guidance service using mobile devices, and, more particularly, to a method of providing a guidance service using mobile devices, which provides a guidance service, such as an Automatic Response Service (ARS) or telephone banking, in the form in which voice, text, and images are selectively combined, by multiplexing and simultaneously transmitting voice information and data through the voice communication channel of a mobile device, thereby maximizing the convenience of use of the guidance service .
  • ARS Automatic Response Service
  • telephone banking in the form in which voice, text, and images are selectively combined
  • mobile devices for example, mobile phones
  • PSTN Public Switched Telephone Network
  • the interfacing with a public network is based on the fact that each mobile device includes separate modules for separately processing voice signals and data, so that a communication method for access to the PSTN or a communication method for access to a base transceiver system can be selected. This will be described with reference to FIG. 1.
  • FIG. 1 is a diagram conceptually showing the operation of the transmission unit of the internal elements of a mobile device.
  • the mobile device performs a negotiation procedure for service options first at the request of the mobile device or a mobile communication network, and selects one of voice communication and data communication based on the results of the negotiation.
  • a data processing unit 11 processes packet- based data communication
  • a voice coder (vocoder) 12 processes voice communication.
  • the data processing unit 11 and the vocoder 12 are selectively driven based on the results of the negotiation for the service options, and the remaining one is not driven. Therefore, when voice communication is performed using a mobile device, the Internet cannot be accessed, and vice versa.
  • the mobile device when an ARS guidance service, telephone banking, or the advance purchase of various types of tickets, which is provided through an existing PSTN, is attempted to be processed using a mobile device, the mobile device must access the base transceiver system of a wireless communication service provider first, access the PSTN, and then receive the corresponding service. In this case, the user of the mobile device receives the guidance service through a process identical to a service process using a wired telephone based on the PSTN. This will be described with reference to FIGS. 2 (a) to 2 (f) .
  • FIGS. 2 (a) to (f) show an example of an interface screen that is displayed on a mobile device when a conventional method of processing telephone banking is applied to the mobile device.
  • the shown interface screen shows a process of receiving a money transfer service using a mobile device, and the process will be described in sequence as follows:
  • FIG. 2 (a) shows an interface screen for a process of accessing a bank call center using a mobile device.
  • the user of the mobile device attempts to call the number "1588-5000", and the call center provides a guidance announcement, used to select one of the services (account inquiry, money transfer, and payment) provided by a bank, to the mobile device.
  • the user must listen to the guidance announcement until a service item desired by the user is heard.
  • FIG. 2 (b) shows a process of guiding the user through the input of a resident registration number for authentication after the user has accessed a selected service item.
  • FIG. 2 (c) shows a process of guiding the user through the input of the password of a bankbook after the user has entered the resident registration number.
  • FIG. 2 (d) shows a process of guiding the user through the input of a secret code set between the user and the bank.
  • FIG. 2 (e) shows a process of guiding the user through the selection of the type of money transfer
  • FIG. 2(f) shows a process of guiding the user through a payment account in which money will be deposited using the money transfer method selected by the user.
  • the user of the mobile device performs the money transfer from his/her bankbook to another account.
  • the user in order to transfer a predetermined amount of money, the user must listen to guidance announcements for respective processes for the input of a deposit account, the input of the amount of money to be deposited, and the confirmation of the deposit account and the amount of money to be deposited, and then select desired service numbers.
  • most users In order to perform a money transfer, most users must listen attentively to guidance announcements provided by the call center, even though some guidance announcements are not service announcements desired by the user. After each guidance announcement is completed, the user must remember a service number corresponding to a service item desired by the user. Otherwise, the user must conduct the annoying work of listening to the guidance announcement again, and thus this annoying work is one of the reasons why the frequency of the use of telephone banking and an automatic ARS service is low compared to the number of mobile device users.
  • an object of the present invention is to propose a method of providing a guidance service using mobile devices, which inserts packet-based data into voice information through the voice communication channel of a mobile device, thereby enabling a mobile guidance service to be conveniently used.
  • Another object of the present invention is to propose a method of providing a guidance service, which provides a guidance screen in the form of a Graphic User Interface (GUI) for a mobile guidance service.
  • GUI Graphic User Interface
  • the guidance screen and a guidance announcement can be processed in an asynchronous manner, and the user is allowed to use one of the guidance announcement and the guidance screen that is easy to use, thereby minimizing the time taken to use the guidance service.
  • a method of providing a guidance service to mobile devices including, when a mobile device connects a call to a guidance system, which is connected to a Public Switched Telephone Network (PSTN) and provides guidance announcements in voice form, multiplexing guidance data corresponding to the guidance announcements and the guidance announcements; and providing guidance information, in which the guidance announcements and the guidance data are multiplexed, to the mobile device through a mobile communication system.
  • PSTN Public Switched Telephone Network
  • the guidance data is included in and transmitted through a voice call channel established between the guidance system and the mobile device, and is displayed in the form of menu item, including numbers, on the mobile device.
  • both the guidance announcements and the guidance data are provided to the mobile device through the mobile communication system, and the playback of the guidance announcements is performed independently of the playback of the guidance data .
  • the guidance data is at least one of text, still images, and a moving image, which are associated with the guidance announcements.
  • the data corresponding to the guidance service is at least one of text, still images, and a moving image. It is preferable that, with regard to the guidance data, the data corresponding to the guidance service is inserted into and transmitted through a voice call channel established between the mobile communication system and a guidance service provider, and is displayed in the form of menu item, including numbers, on the mobile device.
  • both the voice signals and the guidance data are provided to the mobile device, and the playback of the voice signals is performed independently of the playback of the guidance data.
  • the present invention provides various types of guidance services provided to a mobile device through voice communication in the form of services including text, still images, and a moving image, so that the user of the mobile device can easily receive the guidance services.
  • FIG. 1 is a diagram conceptually showing the operation of the transmission unit of the internal elements of a mobile device
  • FIGS. 2 (a) to (f) are views showing an example of an interface screen displayed on a mobile device when a conventional method of processing telephone banking is applied to the mobile device;
  • FIG. 3 is a conceptual view showing a method of providing a guidance service to the mobile device according to the present invention
  • FIG. 4 is a conceptual block diagram showing an example of a guidance service provision system for providing a guidance service to the mobile device
  • FIG. 5 is a conceptual view showing the data type transmitted through a voice call channel
  • FIG. 6 is a conceptual view showing a data type, into which multimedia information is inserted, transmitted through the voice call channel;
  • FIGS. 7 (a) to (f) are views showing an example of performing telephone banking among a plurality of examples in which guidance information is provided using a mobile device; and FIG. 8 is an internal block conceptual diagram of a multiplexing device shown in FIG. 4.
  • FIG. 3 is a conceptual view showing a method of providing a guidance service to the mobile device according to the present invention.
  • the present invention enables the mobile device 50 to receive multimedia information, including voice, text, still images, and a moving image, from the guidance service center.
  • the guidance service center generally includes wired telephone numbers (for example, 1588-XXXX) connected to a PSTN, and can process only voice information.
  • the present invention uses a multiplexing device 100 for multiplexing one or more selected from among menu information, including voice information and numbers, still image information, and video information, between the mobile device 50 and the guidance service center, thereby including and transmitting menu information, including numbers, still image information, or multimedia information, through a voice call channel established between the mobile device 50 and the guidance service center, and then providing the corresponding information to the mobile device 50.
  • menu information including voice information and numbers, still image information, and video information
  • menu information including numbers, still image information, or multimedia information
  • the obtained number selection information can be processed as in a process of obtaining a number in a general ARS system.
  • the present invention includes characteristics corresponding to the following numbers: 1) Multimedia information can be provided to a mobile device through a voice call channel established between the mobile device and a guidance service center.
  • the multimedia information provided to the mobile device may be one of text, still images, and a moving image, and can be provided to the mobile device together with existing voice information.
  • the user of the mobile device can view all menu items provided by the guidance service center through a display device provided on the mobile device, and can process the ARS and the telephone banking by directly selecting one of menu items displayed on the display device.
  • the present invention can be applied to existing guidance services provided based on voice, for example, the publicization of a new product, guidance for subscription to Internet communication, loan consultation, debt collection, advance purchase of air tickets, and other various types of voice services, which are provided based on voice after an employee of a call center has connected a call to a mobile device.
  • FIG. 4 is a conceptual block diagram showing an example of a guidance service provision system for providing a guidance service to a mobile device.
  • the shown guidance service provision system includes a plurality of mobile devices 50a to 5On, a mobile communication system 200, a multiplexing device 100, and a guidance service center (a Computer Telephony Integration
  • the mobile communication system 200 includes a plurality of Base Transceiver Systems (BTSs) 201a to 201n, a Base
  • BSC Station Controller
  • MSC Mobile Switching Center
  • HLR Home Location Register
  • the mobile communication system 200 When one of the mobile devices 50a to 5On requests a call connection from a call center from which it is desired to receive a guidance service through the mobile communication system 200, the mobile communication system 200 establishes a voice call channel between the mobile device 50a, ..., 5On-I, or 5On and the call center, and causes a PSTN, which is a wired communication network, to be operated in conjunction with a mobile communication network, which is a wireless digital communication network, through the established voice call channel.
  • the BTSs 201a to 201n, the BSC 202, the MSC 204, and the HLR 203 which construct the mobile communication system, will be described in brief.
  • Each of the BTSs 201a to 201n is provided in every cell which constructs a Code Division Multiple Access (CDMA) network, and is configured to perform wireless communication with the mobile device.
  • the BSC 202 performs control on the plurality of BTSs such that access paths to various types of wired networks are provided.
  • the MSC 204 processes circuit-switching, handoff, roaming, and data relay between mobile communication network subscribers.
  • the HLR 203 includes the positioning information of a mobile device which has subscribed to the mobile communication network, and checks the positioning information of the mobile device received through the BTS even when the mobile device is not making a telephone call.
  • FIG. 5 shows the data type transmitted through the voice call channel established between the mobile device 50a, ..., 5On-I, or 5On and the call center.
  • FIG. 6 conceptually shows the data type, in which multimedia data is included in the region that is not used in FIG. 5.
  • the multiplexing device 100 further includes multimedia information transmitted between the mobile device 50a, ..., 5On-I, or 5On and the call center through the voice call channel, so that guidance information can be displayed on the display device provided in the mobile device 50a, ..., 5On-I, or 5On.
  • (f) show an example of performing telephone banking among a plurality of examples in which guidance information is provided using the mobile device 50a, ..., 5On-I, or 5On.
  • the call center transmits guidance announcements stored in a DB to the mobile device
  • the drawing shows that the guidance announcement, such as "XX bank CMS call center. Please press # for a quick service, number 1 for account inquiry", is provided to the mobile device 50a, ..., 5On-I, or 5On. Thereafter, menu items in the form of a GUI, as shown in FIG. 7 (b) , are displayed on the display device of the mobile device 50a, ..., 5On-I, or 5On. Messages corresponding to the guidance announcements provided by the call center (for example, "#. quick service, 1. account inquiry, 2. money transfer/payment, 3. incident inquiry" are displayed in FIG.
  • menu items for example, 2. money transfer/payment
  • menu items as shown in FIG. 7 (c)
  • the process of converting the menu items from FIG. 7 (b) to 7(c) may be faster than guidance announcements.
  • the user can directly select one of the menu items displayed on the display device, and can convert between menu items (for example, the menus items of FIG. 7 (b) ) and menu items (for example, the menu items of FIG. 7 (c) ) without listening to the entire guidance announcements .
  • the menu items can be displayed by selectively inserting into and transmitting text, still images, and a moving image through the voice call channel, as shown in FIG. 6, and providing it to the mobile device, and the mobile device 50a, ..., 5On-I, or 5On must be capable of processing multimedia information included in and transmitted through the voice channel in addition to existing voice data.
  • the mobile device requires that hardware or software be changed using the following methods : 4) A method of including a separate hardware module for processing data included in a voice call channel.
  • a method of extracting data included in the voice call channel by upgrading the firmware of a modem or decoder for decoding voice signals in the voice call channel and displaying the resulting data in the display device .
  • FIGS. 7 (d) to 7(f) respectively show steps of inputting a password, selecting a payment account, and entering the password of a bankbook. Since the process can be easily understood by most adults, detailed descriptions thereof will be omitted.
  • FIG. 8 is an internal block conceptual diagram showing the multiplexing device shown in FIG. 4.
  • the multiplexing device 100 includes a main control unit 101 configured to control and manage an entire system, and to perform call control and call processing, a wireless modem unit 102 wirelessly interfaced with a mobile communication system 200, and configured to provide voice or wireless service data or simultaneously provide voice and wireless service data, a digital switch unit 103 interfaced with a PSTN and a wireless modem unit 102, and configured to selectively switch a communication channel using the PSTN or the wireless modem unit 102, and a data interfacing unit 104 interfaced with a CTI server 301, configured to simultaneously provide voice and wireless service data, or match data input from an external device for providing wireless service data.
  • a main control unit 101 configured to control and manage an entire system, and to perform call control and call processing
  • a wireless modem unit 102 wirelessly interfaced with a mobile communication system 200, and configured to provide voice or wireless service data or simultaneously provide voice and wireless service data
  • a digital switch unit 103 interfaced with a PSTN and a wireless modem unit 102, and configured to selective
  • the main control unit 101 controls and manages the whole mobile concentration device of the present invention, and handles the call control and call processing of a system. Further, when a call setting is requested, the main control unit 101 performs a control function of setting up an optimized call.
  • the wireless modem unit 102 is formed by a group of a plurality of wireless modems, and the function of each of the wireless modems is the same as the function of a mobile device. However, since the wireless modem unit 102 is not directly carried by a user but is installed in the multiplexing device 100 as a module, it is preferable that the wireless modem unit 102 be constructed without a function of a User Interface (UI), including a screen display function.
  • UI User Interface
  • the wireless modem unit 102 constructed as described above, includes wireless modems, the number of which corresponds to the capacity of the wireless modem unit 102, and the wireless modem unit 102 is interfaced with the digital switch unit 103 for voice communication.
  • the wireless modem unit 102 and the mobile communication system are wirelessly interfaced with each other, in order to avoid affecting the wireless network environment of the mobile communication system, the base transceiver system antenna matching unit of the mobile communication system 200 and the antenna matching unit of the wireless modem unit 102 are directly connected by a coaxial cable, so that they does not affect the environment of a wireless network which is being operated.
  • the digital switch unit 103 performs functions of setting up and controlling a call channel, such as interfacing with the wireless modem unit 102 so as to set up a call channel to the mobile communication system 200, and interfacing so as to set up a call channel to the PSTN, which is a wired network. That is, under the control of the main control unit 101, in the case in which a called subscriber is a wired subscriber, the digital switch unit 103 is interfaced with the PSTN, and a call channel to the PSTN is set up.
  • the digital switch unit 103 is interfaced with the wireless modem unit 102, and a call channel to the mobile communication system 200 is set up, so that voice or wireless service data is provided, or voice and wireless service data are simultaneously provided to the wireless subscriber.
  • the data interfacing unit 104 is interfaced with a CTI server, and simultaneously provides voice and non-voice data (multimedia data) .
  • the data interfacing unit 104 performs a function of interfacing with data input from an external device. Therefore, the multiplexing device 100 determines whether to set up a call channel to the PSTN, which is a wired network, or to set up a call channel to the mobile communication system 200, which is a wireless network, depending on the telephone number of a called subscriber, to which call connection is requested by an extension subscriber connected to the multiplexing device 100.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Accounting & Taxation (AREA)
  • Finance (AREA)
  • Strategic Management (AREA)
  • Marketing (AREA)
  • Economics (AREA)
  • Technology Law (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Databases & Information Systems (AREA)
  • Development Economics (AREA)
  • General Engineering & Computer Science (AREA)
  • Mobile Radio Communication Systems (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention porte sur une méthode de fourniture d'un service d'assistance à des dispositifs mobiles. Quand un dispositif mobile se connecte à un système d'assistance relié à un RTPC, il reçoit des messages d'assistance sous forme vocale. Les données d'assistance et les messages d'assistance sont communiqués en multiplex. Les informations d'assistance, contenant les messages d'assistance et les données d'assistance multiplexées, sont fournies au dispositif mobile par l'intermédiaire d'un système mobile de communication. Les données d'assistance, transmises par un canal d'appels vocaux établi entre le système d'assistance et le dispositif mobile, sont présentées sous forme d'éléments de menu y compris des nombres sur le téléphone mobile.
PCT/KR2008/001216 2007-03-03 2008-03-03 Méthode de fourniture d'un service d'informations à un dispositif mobile. WO2008108571A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
KR10-2007-0021202 2007-03-03
KR1020070021202A KR100775052B1 (ko) 2007-03-03 2007-03-03 모바일 단말기에 안내 서비스를 제공하는 방법

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WO2008108571A1 true WO2008108571A1 (fr) 2008-09-12

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KR100996700B1 (ko) * 2008-05-15 2010-11-25 주식회사 제노웰 모바일 영상 컨택 센터 서비스 시스템, 장치 및 그 방법
KR100979498B1 (ko) * 2008-08-12 2010-09-02 주식회사 슈니드 이동 통신 단말기의 음성 전송 방식을 이용한 음성 및 비 음성 ａｒｓ서비스 방법, 시스템 및 서버
KR101013284B1 (ko) * 2008-08-13 2011-02-09 주식회사 케이티 영상 자동 응답 시스템 및 영상 자동 응답 서비스 제공 방법
KR101030561B1 (ko) 2008-11-12 2011-04-21 삼성에스디에스 주식회사 터치 방식의 영상 자동응답서비스 시스템 및 방법
KR100998200B1 (ko) 2009-07-17 2010-12-03 주식회사 브리지텍 영상 응답 성능 향상 방법 및 비디오 서버
KR101234671B1 (ko) 2011-08-02 2013-02-19 포인트아이 주식회사 멀티미디어 기반의 자동 응답 방법, 시스템 및 장치

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KR20040079638A (ko) * 2003-03-08 2004-09-16 주식회사데이콤 음성 및 텍스트 형태의 ａｒｓ 시스템 및 서비스 방법
KR20060063005A (ko) * 2004-12-06 2006-06-12 삼성전자주식회사 이동통신 단말기를 이용한 자동응답시스템 이용 방법

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KR20020078113A (ko) * 2001-04-04 2002-10-18 아이키솔루션(주) 음성, 문자 동시 응답 시스템과 그 제어방법
KR20040018872A (ko) * 2002-08-27 2004-03-04 엘지전자 주식회사 음성과 문자를 이용한 자동 응답 서비스 방법
KR20040079638A (ko) * 2003-03-08 2004-09-16 주식회사데이콤 음성 및 텍스트 형태의 ａｒｓ 시스템 및 서비스 방법
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