+

WO2016047995A1 - Système et procédé pour un service de consultation de clients en temps réel par le biais d'un réseau de communication de données - Google Patents

Système et procédé pour un service de consultation de clients en temps réel par le biais d'un réseau de communication de données Download PDF

Info

Publication number
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
Authority
WO
WIPO (PCT)
Prior art keywords
customer
consultation
terminal
information
server
Prior art date
Application number
PCT/KR2015/009927
Other languages
English (en)
Korean (ko)
Inventor
서철욱
Original Assignee
서철욱
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 서철욱 filed Critical 서철욱
Priority to KR1020177010913A priority Critical patent/KR20170052692A/ko
Publication of WO2016047995A1 publication Critical patent/WO2016047995A1/fr

Links

Images

Classifications

    • 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
    • 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.

Landscapes

  • Business, Economics & Management (AREA)
  • Strategic Management (AREA)
  • Engineering & Computer Science (AREA)
  • Accounting & Taxation (AREA)
  • Development Economics (AREA)
  • Finance (AREA)
  • Economics (AREA)
  • Game Theory and Decision Science (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Marketing (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Information Transfer Between Computers (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

La présente invention concerne un système et un procédé pour un service de consultation de clients en temps réel par le biais d'un réseau de communication de données. Le système comprend : une pluralité de terminaux de client (100) connectables à un réseau ; un réseau de communication ; un serveur de gestion de consultation (200) pour gérer un client qui s'est inscrit en tant que membre par le biais du terminal de client et pour permettre une consultation en temps réel entre le client et un consultant ; et une pluralité de terminaux de consultant (400) qui sont reliés au serveur de gestion de consultation et qui fournissent une consultation en temps réel à une pluralité de clients qui font une demande de consultation par le biais du serveur de gestion de consultation. Le procédé comprend les étapes consistant à : lorsqu'une unité de gestion d'informations de client d'un module de gestion d'informations de client (210) du serveur de gestion de consultation (200) reçoit des informations d'inscription en provenance du terminal de client (100), déterminer si les informations d'inscription reçues correspondent à un client enregistré et accorder l'accès au terminal de client ; lorsqu'un menu de consultation dans une liste de menus de consultation est sélectionné par le terminal de client (100) auquel un accès a été accordé, sélectionner un terminal de consultant (400) et transmettre les informations du client au terminal de consultant sélectionné (400) par le serveur de gestion de consultation (200) ; et lorsque le client et le consultant sont connectés, activer un serveur de dialogue en ligne (230) et un serveur de messagerie unifiée (270) afin de permettre au client de dialoguer en ligne et d'interagir en temps réel avec le consultant sélectionné.
PCT/KR2015/009927 2014-09-22 2015-09-22 Système et procédé pour un service de consultation de clients en temps réel par le biais d'un réseau de communication de données WO2016047995A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
KR1020177010913A KR20170052692A (ko) 2014-09-22 2015-09-22 데이터통신망을 통한 실시간 고객상담 서비스 시스템 및 방법

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
KR10-2014-0125685 2014-09-22
KR20140125685 2014-09-22

Publications (1)

Publication Number Publication Date
WO2016047995A1 true WO2016047995A1 (fr) 2016-03-31

Family

ID=55581448

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/KR2015/009927 WO2016047995A1 (fr) 2014-09-22 2015-09-22 Système et procédé pour un service de consultation de clients en temps réel par le biais d'un réseau de communication de données

Country Status (2)

Country Link
KR (1) KR20170052692A (fr)
WO (1) WO2016047995A1 (fr)

Cited By (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2018094539A1 (fr) * 2016-11-28 2018-05-31 Mindshare Technologies Incorporated Système et procédé de consultation en ligne en direct
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、设备以及系统
CN111260098A (zh) * 2020-02-24 2020-06-09 深圳市宝寓科技有限公司 在线住宿预订平台咨询处理方法、住宿产品管理端、及存储介质
CN111859110A (zh) * 2020-06-15 2020-10-30 北京求实工程管理有限公司 工程项目管理系统及方法
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系统

Families Citing this family (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR102111695B1 (ko) * 2018-05-31 2020-05-15 이상엽 상담초기상황을 관장하고 상담상황을 분석하는 서비스 제공 서버를 갖춘 상담 시스템
KR20210049325A (ko) 2019-10-25 2021-05-06 두산중공업 주식회사 실시간 고객 정보를 제공하는 방법, 이를 위한 장치 장치 및 저장 매체
KR102363135B1 (ko) * 2020-01-29 2022-02-15 주식회사 씨앤에이아이 상담사를 위한 실시간 정보 제공 시스템 및 방법
KR102570701B1 (ko) * 2020-03-23 2023-08-25 주식회사 베스트브라더스 데이터 기반 콜센터 업무 효율 개선 시스템 및 그 방법
KR102211453B1 (ko) * 2020-07-06 2021-02-03 롯데쇼핑주식회사 쇼핑 정보 제공 시스템
KR102583279B1 (ko) * 2021-04-05 2023-09-27 주식회사 아이스크림에듀 학습상담서버에서 상담교사에게 학습상담데이터를 제공방법 및 이를 수행하는 컴퓨터 기록매체
KR20230138191A (ko) 2022-03-23 2023-10-05 주식회사 나투 챗봇을 이용한 비대면 진료상담시스템 및 방법

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR20050002930A (ko) * 2002-09-13 2005-01-10 (주)드림투리얼리티 데이터 통신망을 통한 상담원 연결 서비스 시스템 및 방법
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
KR20140088062A (ko) * 2014-06-16 2014-07-09 이점한 실시간 상담이 가능한 원격 접속 지원 시스템 및 방법
KR20140096485A (ko) * 2013-01-28 2014-08-06 네이버 주식회사 메신저 채팅창을 통한 콘텐츠 다중 전송 장치, 방법 및 컴퓨터 판독 가능한 기록 매체

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR20050002930A (ko) * 2002-09-13 2005-01-10 (주)드림투리얼리티 데이터 통신망을 통한 상담원 연결 서비스 시스템 및 방법
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 (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2018094539A1 (fr) * 2016-11-28 2018-05-31 Mindshare Technologies Incorporated Système et procédé de consultation en ligne en direct
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、设备以及系统
CN111260098A (zh) * 2020-02-24 2020-06-09 深圳市宝寓科技有限公司 在线住宿预订平台咨询处理方法、住宿产品管理端、及存储介质
CN111859110A (zh) * 2020-06-15 2020-10-30 北京求实工程管理有限公司 工程项目管理系统及方法
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系统

Also Published As

Publication number Publication date
KR20170052692A (ko) 2017-05-12

Similar Documents

Publication Publication Date Title
WO2016047995A1 (fr) Système et procédé pour un service de consultation de clients en temps réel par le biais d'un réseau de communication de données
WO2013137660A1 (fr) Système d'assistant personnel collaboratif pour déléguer la fourniture de services par des fournisseurs de tâches tiers et procédé associé
WO2013055125A2 (fr) Procédé et système de fourniture d'un service de messagerie instantanée
CN102143227B (zh) 在电信网上协作浏览的系统和方法
CN101887449A (zh) 作为联络中心的工作分配的对web订阅源的处理
EP2856743A1 (fr) Procédé et appareil pour relier des sessions d'utilisateur et établir une identité à travers des canaux
JP4781101B2 (ja) チャット応対システム
WO2016129811A1 (fr) Procédé et système de présentation d'un menu riche dans un service de messagerie instantanée et support d'enregistrement
JP2019525295A (ja) 対話内容検索方法およびシステム
CN113159533A (zh) 客服代表的推送方法、装置、设备及介质
WO2017175950A1 (fr) Serveur permettant de prendre en charge une gestion de réseau social et terminal utilisateur
WO2021020783A1 (fr) Gestion de restaurant de location à court terme et procédé d'entraînement de visite d'utilisateur basé sur un profil
WO2021187659A1 (fr) Procédé et système de gestion des avis
WO2012174292A2 (fr) Système et procédé permettant de faciliter un support technique
WO2014208807A1 (fr) Système d'enquête sur les réactions à des images si et procédé d'enquête associé
JP5553436B2 (ja) 不動産仲介業務支援システム
JP7307996B2 (ja) リモート相談窓口システムおよび顧客端末プログラム
CN112862374A (zh) 客服代表的推送方法、装置、设备及介质
KR101531846B1 (ko) 업종별 및 업무별 게시판 서비스 시스템
WO2014088204A1 (fr) Procédé et dispositif permettant d'afficher des photos recommandées relatives à un événement de partage, et serveur de partage
US20160072946A1 (en) System and method for providing contextual information about the caller to make the conversation meaningful
WO2017159924A1 (fr) Système de service de réseau social pouvant être lié à un numéro de téléphone
CN201114648Y (zh) 一种移动在线帮助平台系统
WO2021107507A1 (fr) Procédé, système et programme informatique pour fournir un service de consultation d'expert
WO2022114256A1 (fr) Procédé et appareil de fourniture de système de gestion de service de location d'espace

Legal Events

Date Code Title Description
121 Ep: the epo has been informed by wipo that ep was designated in this application

Ref document number: 15844605

Country of ref document: EP

Kind code of ref document: A1

NENP Non-entry into the national phase

Ref country code: DE

ENP Entry into the national phase

Ref document number: 20177010913

Country of ref document: KR

Kind code of ref document: A

32PN Ep: public notification in the ep bulletin as address of the adressee cannot be established

Free format text: NOTING OF LOSS OF RIGHTS PURSUANT TO RULE 112(1) EPC (EPO FORM 1205A DATED 31.08.2017)

122 Ep: pct application non-entry in european phase

Ref document number: 15844605

Country of ref document: EP

Kind code of ref document: A1

点击 这是indexloc提供的php浏览器服务，不要输入任何密码和下载