KR102871134B1 - Uncontact service provision system using artificial intelligence - Google Patents

Abstract

The present invention relates to a non-face-to-face service provision system using artificial intelligence that receives a service request from a customer terminal, assigns a technician to provide the service, notifies the technician of the service request reception details, and automatically performs a work schedule and work management, and is capable of performing customer service reception, schedule adjustment, work management, quality control, and technician evaluation in a batch manner by an artificial intelligence model and automatically providing a service without human intervention.

Description

Uncontact service provision system using artificial intelligence

The present invention relates to a non-face-to-face service provision system, and more specifically, to a non-face-to-face service provision system using artificial intelligence that can automatically process service reception and work completion without human intervention.

In modern society, a variety of tasks, such as cleaning, home repairs, home appliance installation, and after-sales service, are outsourced to specialized companies. To do this, customers must contact these companies, request services, and go through cumbersome procedures such as coordinating visits with prospective visitors.

Moreover, it is difficult for general consumers to know whether the work has been carried out accurately.

For example, when a consumer (individual, household, or industrial entity) wants to receive a technical service, they get a quote from a business or individual technician through an acquaintance or the Internet and receive the technical service they want. However, when it comes to the technical service after signing a contract, the technician who is performing the service is subcontracted several times, and there is no standardized service price, so they are unable to receive proper service technology and technical service that is appropriate for the service price.

When scheduling a visit, it is not only inconvenient to have to speak to the consultant and the visiting technician individually, but it also makes it difficult for the consumer to know how the work is being done.

Furthermore, it's difficult for companies providing services to determine whether a particular technician or technicians performed the job accurately and according to the manual. While there's no problem if a technician performs the job accurately, if a problem arises and a consumer complaint arises, the company not only incurs losses but also suffers damage to its reputation. Therefore, maintaining a high level of quality control is crucial.

Korean Patent No. 10-2671567 provides a method for matching electronic device repair technicians in the vicinity based on the consumer's current location to provide on-site repair services, or, if an in-person repair is required, to allow the customer to visit a nearby service center. However, there are still problems such as the inconvenience of scheduling and the difficulty in checking the completion of the work.

(01) Republic of Korea Patent No. 10-2671567, Announcement Date: 2024.06.04. (02) Republic of Korea Publication Patent No. 10-2024-0143005, Publication Date: October 2, 2024

The present invention aims to provide a non-face-to-face service provision system that can process services from service application reception to service completion without a phone call or assistance from a counselor using a terminal.

In addition, the present invention seeks to provide a non-face-to-face service provision system that can check the notes and complexities of the article before the visit when a service application is received.

In addition, the present invention seeks to provide a non-face-to-face service provision system that can check whether work has been performed after the work is completed.

The present invention is a non-face-to-face service provision system using artificial intelligence that receives a service request from a customer terminal, assigns a technician to provide the service, notifies the technician of the service request reception details to the terminal, and automatically performs work scheduling and work management.

A communication module for receiving a service from a customer terminal and transmitting and receiving data; a memory for storing a service provision program for providing a service according to the service service reception contents; a processor for executing the service provision program; and a database for storing data required to perform a service service, including a work manual for each service service and information on installation parts.

The above service provision program is,

A technician assignment unit that determines which technician to visit by assigning a technician to provide the service according to the region and type of service for which a service request has been received, and notifies the assigned technician of the reception details via the terminal of the assigned technician; a schedule management unit that provides an interface for selecting a visit time via the customer's terminal, and when the visit time is selected, transmits the selected time to the assigned technician's terminal, provides an interface for confirming whether the assigned technician is available to visit at the selected time, and transmits the confirmed visit time to the customer's terminal; a pre-work management unit that transmits the technician's visit time to the customer's terminal on the day of the visit, provides the technician with the day's work details and an interface for the technician to select the start of work, and when the technician selects the start of work, provides an interface for uploading a photo of the technician so that the technician's attire can be checked, and when the technician uploads the photo, checks whether the technician's attire conforms to the regulations, and if there is no problem with the attire, notifies the customer via the terminal that the technician has commenced work and begun moving; It is characterized by including a work management unit that transmits situations that may occur during work and the work time required to the customer terminal, provides an interface for the technician to input the start of work through the technician terminal, and an interface for inputting the type of work when the technician inputs the start of work, provides an interface for uploading a photo of the site or a photo of a product after work has been completed, reads the uploaded photo to evaluate whether the work has been performed normally, and if the work has been performed normally, notifies the customer terminal that the work has been completed.

According to the present invention, from the time a customer's service request is received until the task is completed, an AI service provider program sends messages at each stage without any human contact, and the customer and technician review and provide feedback, enabling automatic processing. This reduces the need for administrative staff, including consultants, and reduces costs.

In addition, according to the present invention, the points to be noted during work and the points to be carefully checked after work completion are stored in a database according to the type of work and the type of product, and by having the technician check these at each stage, the level of completion of the work can be increased, and thus customer satisfaction can be increased.

However, the effects of the present invention are not limited to the effects mentioned above, and other effects not mentioned will be clearly understood by those skilled in the art from the description below.

Figure 1 is a diagram showing the configuration of a non-face-to-face service provision system (100) and a customer terminal (10) and a technician terminal (20) according to an embodiment of the present invention.
Figure 2 shows the configuration of the non-face-to-face service provision system (100) of Figure 1.
Figure 3 shows the configuration of a service provision program stored in memory (110).
Figures 4 to 12 illustrate examples of messages that the service provision program transmits to the customer terminal (10) and the technician terminal (20) at each stage.
Figure 13 shows an example of a completed photo.

The following detailed description of the present invention refers to the accompanying drawings, which illustrate specific embodiments in which the present invention may be practiced. These embodiments are described in sufficient detail to enable those skilled in the art to practice the present invention. It should be understood that the various embodiments of the present invention, while different from each other, are not necessarily mutually exclusive. For example, specific shapes, structures, and characteristics described herein may be implemented in other embodiments without departing from the spirit and scope of the present invention. Furthermore, it should be understood that the positions or arrangements of individual components within each disclosed embodiment may be modified without departing from the spirit and scope of the present invention. Accordingly, the following detailed description is not intended to be limiting, and the scope of the present invention is defined only by the appended claims, along with the full scope of equivalents to which such claims are entitled, if properly described. Like reference numerals in the drawings designate the same or similar functionality throughout the several aspects.

Hereinafter, preferred embodiments of the present invention will be described in more detail with reference to the drawings.

FIG. 1 is a diagram showing the configuration of a non-face-to-face service provision system (100) and a customer terminal (10) and a technician terminal (20) according to an embodiment of the present invention, FIG. 2 is a diagram showing the configuration of the non-face-to-face service provision system (100) of FIG. 1, and FIG. 3 is a diagram showing the configuration of a service provision program stored in a memory (110).

The present invention is a non-face-to-face service provision system (100) using artificial intelligence that receives a service request from a customer terminal (10), assigns a technician to provide the service, notifies the technician of the service request reception details to the terminal (20), and automatically performs a work schedule and work management.

The above-mentioned non-face-to-face service provision system (100) includes a communication module (110) that receives a service from a customer terminal and transmits and receives data; a memory (120) that stores a service provision program for providing a service according to the service service reception content; a processor (130) that executes the service provision program; and a database (140) that stores data required to perform a service, including a work manual for each service, and information on installation components.

The communication module (110) may include a device including hardware and software required to transmit and receive signals, such as control signals or data signals, through wired or wireless connections with other network devices in order to perform data communication with external devices and signal data.

The memory (120) stores a service provision program for providing the service according to the service application details. The memory (120) may be interpreted as a general term for a non-volatile storage device that maintains stored information even when no power is supplied and a volatile storage device that requires power to maintain the stored information. In addition, the memory (120) may perform a function of temporarily or permanently storing data processed by the processor (130). The memory (120) may include a magnetic storage media or a flash storage media in addition to a volatile storage device that requires power to maintain the stored information, but the scope of the present invention is not limited thereto.

The processor (130) executes a service provision program stored in the memory (120) to perform scheduling adjustments, task management, etc. required for providing service. As the processor (130) executes the program, it may perform hardware control functions such as necessary file systems, memory allocation, networks, basic libraries, timers, device control (display, media, input devices, 3D, etc.), and other utilities. In the present embodiment, the processor (120) may be implemented in the form of a microprocessor, a central processing unit (CPU), a processor core, a multiprocessor, an application-specific integrated circuit (ASIC), a field programmable gate array (FPGA), etc., but the scope of the present invention is not limited thereto.

The database (140) can store various data for the operation of the service provision program. For example, the database (140) can store manuals for each task, precautions for each task, parts prone to defects for each task, standard completion status photos for each task, things to keep in mind when working depending on the type of work and product, things to check thoroughly after completing work depending on the type of work and product, videos filming the process of performing each task, technicians who can provide services for each task, the work locations and workable areas of the technicians, a calendar including the schedules of the technicians, customer ID and customer address, types and model names of home appliances built into the apartment complex, malfunction symptoms for each product, names of parts corresponding to malfunction symptoms, response manuals corresponding to malfunction symptoms, links to repair videos corresponding to malfunction symptoms, etc.

The above service provision program may include a service reception department (111), a technician assignment department (112), a schedule management department (113), a pre-work management department (114), a work management department (115), and a technician evaluation management department (116).

The service reception unit (111) receives and manages service requests from customer terminals. At this time, the service requester can choose whether to use a home camera or body camera. When work is performed remotely, customers may be curious about the work site, so the option to select home cameras and body cameras is provided to address their questions.

Specifically, the service provision program includes a driver assignment unit (112) that assigns a driver to provide the service according to the region and type of service for which the service is received, and notifies the terminal of the assigned driver of the reception details; a schedule management unit (113) that provides an interface for selecting a visit time with a customer terminal, and when a visit time is selected, transmits the selected time to the driver's terminal, provides an interface for confirming whether the driver is available to visit at the selected time, and transmits the confirmed visit time to the customer terminal; a pre-work management unit (114) that transmits the driver's visit time to the customer terminal on the day of the visit, provides the assigned driver with the day's work details and an interface for the driver to select the start of work, and when the driver selects the start of work, provides an interface for uploading a photo of the driver so that the driver's attire can be checked, and when the driver uploads the photo, checks whether the driver's attire conforms to the regulations, and if there is no problem with the attire, notifies the customer terminal that the driver has commenced work and started moving; A work management unit (115) that transmits situations that may occur during work and the work time required to the customer terminal, provides an interface for the technician to input the start of work using the technician terminal, and an interface for inputting the type of work when the technician inputs the start of work, provides an interface for uploading photos of the site or product of completed work, reads the uploaded photos to evaluate whether the work was performed normally, and if the work was performed normally, notifies the customer terminal that the work was completed; and a technician evaluation management unit (116) that evaluates and manages customer feedback, the technician's attire and work attitude, and photos of the work results.

The above-mentioned article assignment unit (112) can assign available articles based on the type and location of the requested service. Since the database (140) stores available articles and their locations for each type of work, articles can be assigned based on the information stored in the database.

When the article assignment is completed, the schedule management unit (113) transmits the information necessary for schedule adjustment to the customer terminal (10) and the article terminal (20), provides an interface for selecting a visit time, and allows the customer to determine the visit schedule by simply selecting it through the terminal.

Figure 4 shows an example of a message sent to a customer terminal to coordinate a visit schedule.

As shown in Figure 4, a link for assigning an installation schedule is sent, and when the customer clicks the link (a), the service application details and address are displayed so that the customer can check the service application details once more before confirming the schedule (b), and when the customer clicks Next, multiple dates and times are displayed, and when the customer selects one of them and submits it (c), the selected time is finally displayed and a message is displayed that the time will be passed on to the technician (technician) in charge (d).

Figure 5 shows an example of a message transmitted to a knight terminal.

As shown in Figure 5, the transmission displays the customer number, address, job type, and model, along with a link for scheduling (a). When the technician clicks the link, a message appears, displaying the customer's selected date and time and confirming whether the technician is available at that time. If the technician selects "Yes," the time is sent to the customer to confirm the visit. If the technician selects "No," another message is sent to the customer to coordinate the visit.

The above work management department (114) informs the customer and the technician of the work to be done today on the day of the visit so that they can prepare.

Figure 6 shows an example of a message transmitted from the pre-work management unit (114).

As shown in (a) of Figure 6, a message notifying the visit time and the expected visit is transmitted to the customer terminal.

As shown in (b) of Figure 6, a link confirming the day's schedule and work start date is sent to the article terminal. When the link is clicked on the article terminal, an interface is provided to upload the article's photo, as shown in (c) of Figure 6.

The worker uploads photos showing his/her face, top, bottom, and shoes via the terminal. The pre-work management department (114) checks the uploaded photos for any abnormalities in the attire, and if there are no abnormalities, it can notify the customer via the terminal that the worker has started work. If the attire is not as specified, the worker can be requested to make up for it, retake the photos, and upload them. If making up for it is not possible, the worker can start work, but the photos can be used for the worker's personal evaluation. If the customer selects a home camera or body camera, the pre-work management department (114) can send a message requesting that the customer take photos of both the home camera and the body camera and upload them together.

For example, messages such as "Customer 0447, the driver has started servicing your front door. We will notify you again when the service is completed and the driver is on his way to your home.", "Customer 0447, the driver has started moving to your home." can be sent to the customer's terminal.

The above-mentioned work management unit (115) provides an interface that allows a visiting technician to confirm the start of work at the technician's terminal. When a link is clicked on the technician's terminal, an interface is provided that allows the technician to select "Start", allowing the technician to notify the remote service provider system of the start of work. Figure 7 illustrates an example of the interface transmitted to the technician's terminal before work begins.

When a message indicating the start of a task is received from the technician terminal, the task management unit (115) transmits a task start confirmation message. This task start confirmation message includes a link for creating a pre-defined entry. Clicking the link on the technician terminal may display an interface for entering the task status, as shown in FIG. 7. The task status may include Start, Pre-Visit, Cancel, and Post-Visit Cancel. Selecting Start and submitting may send a message such as, "Task has started. We will send you the pre-defined entry."

Figure 8 shows an example of a pre-information item.

As illustrated in Figure 8, the pre-information item displays a message confirming whether the customer has started the service with a friendly greeting. If the technician terminal selects the message indicating that the service began with a greeting, an interface for selecting the product type is displayed. When the product type is selected, an interface for selecting the installation location (product category) is displayed. Once the product category is selected, an interface for selecting the specific product is displayed. For example, if a kitchen faucet is selected, the user can select whether it is a 1-hole sink faucet, a 2-hole wall faucet, or a waterfall faucet.

Once a product is selected, the task type can be displayed for selection. Once the task type is selected, an interface can be displayed allowing the user to select and enter any additional tasks required. Task types can include new installations, repairs, maintenance services, and consumable replacement.

Finally, an interface is displayed to check for any special circumstances along with a message asking the customer to sign the installation consent form. Once the confirmation is complete, the installation consent form is sent to the customer's terminal and a message is sent to the technician's terminal to inform the customer that the work has been completed and to wait for the customer's consent.

Figure 9 shows an example of a message related to transmission of an installation consent form displayed on a knight terminal.

The work management unit (115) provides an interface through which the customer can confirm whether or not to install by sending an installation consent form to the customer terminal when the pre-item check is completed from the article terminal.

The installation consent form can be sent with messages such as non-recovery after installation, noise generation, customer confirmation after completion of work, etc., and the estimated time required for work and additional costs can be indicated.

Figure 10 shows an example of an installation consent form transmitted to a customer terminal.

Additionally, an interface can be provided to optionally determine if additional services are required. Furthermore, a video link related to the installation can be sent to the customer's terminal. Customers may be curious about how the work is performed if they cannot see the actual work site, so sending a video of the installation can help resolve their questions.

When the installation consent form is received from the customer terminal, the work management unit (115) can provide an interface for uploading a photo before work to the technician terminal and an interface for confirming the start of work.

Figure 11 shows an example of the work photo upload and work start interface.

The above-mentioned task management unit (115) transmits a task completion message to the technician terminal to confirm the completion of the task. For example, a link is sent along with the message, "When the water installation service for customer 0447 is completed, please register the completion through the link below."

If a customer requests real-time work video, a message such as "Have you installed a home camera and worn a body camera?" can be sent along with an interface that allows the technician to confirm this on the terminal.

When a link is clicked on the technician terminal, the work management unit (115) transmits to the technician terminal an interface that allows the worker to select that the work has been completed, an interface that allows the worker to check whether work has been properly done in areas prone to error or important work areas depending on the type of product, an interface that allows the worker to upload an image of the completed work, and an interface that allows the worker to check whether the product is operating normally and to check the surrounding area for cleanup.

The above work management unit reads the uploaded photo, compares it with a standard photo for each work type stored in the database, determines whether it is normal, and if there is a difference from the standard photo, can send a message to the technician's terminal so that the work in that part can be redone.

Figure 12 shows an example of an interface that confirms task completion.

In particular, uploaders of completed work images can display relevant comments so that they can upload photos of not only the entire image but also key parts according to the product's characteristics.

When the task is completed, the task management unit (115) sends a message to the customer terminal indicating that the task has been completed. At this time, a message is also sent asking the customer to directly check for any damage or malfunction in the product.

Figure 13 shows an example of a hood installation photo.

In the case of hood installation, it is possible to learn and evaluate whether the electric wire (1) is neatly processed and whether the bolt (2) is firmly fastened by an artificial intelligence learning model. During learning, learning can be done focusing on the main parts of each product so that the evaluation of the main parts can be done accurately. In the case of Fig. 13, since the electric wire (1) is not neatly processed and is not aesthetically pleasing, when a photo like Fig. 12 is uploaded, the work management department (115) can send a message to the technician's terminal to neatly process the electric wire, and request that the photo be taken and uploaded again after reworking. In addition, since the bolt fastening part (2) may not be readable in the entire photo, a message to take an enlarged photo and upload this part can be sent to the technician's terminal.

The above article evaluation management department (116) can create and manage an evaluation sheet by reflecting the article's visit time, the accuracy of the pre-inspection items before starting work, uploaded clothing photos, photos after work is completed, customer satisfaction, etc.

The Article Evaluation Management Department (116) can analyze photos of clothing and completed work using an artificial intelligence model to evaluate whether it was done accurately in one go and reflect this in the employee evaluation score.

By the above method, according to the present invention, a customer's service request is received and the artificial intelligence service provision program transmits messages at each stage without contact from a counselor or other person until the work is completed, and the customer and technician check the messages and provide feedback, thereby automatically processing the process.

Additionally, depending on the type of work and product, the database stores information on things to keep in mind while working and things to check thoroughly after completing the work. By having the technician check these at each stage, the level of completion of the work can be increased, and thus customer satisfaction can be increased.

The scope of protection sought through this specification is indicated by the claims described below rather than the detailed description above, and should be interpreted to include all changes or modifications derived from the meaning and scope of the claims and their equivalent concepts.

10: Customer terminal 20: Technician terminal
100: Non-face-to-face service provision system
110: Communication module 120: Memory
130: Processor 140: Database

Claims (5)

A non-face-to-face service provision system using artificial intelligence that receives service requests from customer terminals, assigns technicians to provide the services, notifies the technicians of the service reception details through their terminals, and automatically performs work scheduling and work management.
A communication module that receives service from a customer terminal and transmits and receives data;
Memory storing a service provision program for providing service according to the above service application contents;
a processor executing the above service provision program; and
Includes a database that stores data required to perform service services, including service service-specific work manuals and information on installation parts;
The above service provision program is,
A technician assignment department that assigns technicians to provide services based on the region and type of service received, determines which technician to visit, and notifies the reception details to the assigned technician's terminal;
A schedule management unit that provides an interface for selecting a visit time using a customer terminal, transmits the selected visit time to the terminal of the assigned technician, provides an interface for checking whether the assigned technician can visit at the selected time, and transmits the confirmed visit time to the customer terminal;
On the day of the visit, the time of the technician's visit is transmitted to the customer's terminal, and an interface is provided for the technician to select the day's work details and the technician to start work, and if the technician selects to start work, an interface is provided for uploading a photo of the technician so that the technician's attire can be checked, and when the technician uploads the photo, the attire is checked to see if it conforms to the regulations, and if there is no problem with the attire, the pre-work management department notifies the customer's terminal that the technician has started work and begun moving;
A work management unit that transmits situations that may occur during work and the work time required to the customer terminal, provides an interface for the technician to input the start of work through the technician terminal, and an interface for inputting the work type when the technician inputs the start of work, provides an interface for uploading photos of the completed work site or product, reads the uploaded photos to evaluate whether the work was performed normally, and notifies the customer terminal that the work was completed if the work was performed normally; and
Includes an article evaluation management department that evaluates and manages customer feedback, article attire and work attitude, and photos of work results.
The above work management department,
Check if there is anything wrong with the attire in the uploaded photo, and if there is no problem with the attire, notify the customer through the terminal that the technician has started work. If the attire is not the designated attire, ask the technician to supplement the attire, retake the photo, and upload it. If supplementing the attire is not possible, notify the technician so that he or she can start work in that condition.
The above work management department,
Provide an interface for selecting product type, work type, and product category, and send an interface including a message and link to the technician's terminal so that the technician can register the completion of the work, and when the completion of the work is input from the technician's terminal, send a message to confirm whether the main work has been accurately performed by work type, and when a response to this is input from the technician's terminal, display a message to input one or more photos of the normal operation of the service product after the work is completed, a photo of the entire product, a photo of the connecting or disassembled part, and a photo of special features.
When the above link is clicked, it provides a check interface that allows you to check whether the work in the error-prone areas or important work areas has been done well, depending on the type of product.
The Article Evaluation Management Department,
A non-face-to-face service provision system using artificial intelligence, characterized by reflecting in the evaluation if the article's attire cannot be supplemented and the article begins work in an improperly dressed state. In the first paragraph,
The above work management department,
A non-face-to-face service provision system characterized by providing an interface for obtaining consent that informs that the original state cannot be restored before starting work and after the service work, and providing an interface for checking whether additional work is necessary in addition to the reception work.
In the first paragraph,
The above work management department,
A non-face-to-face service provision system characterized by transmitting work installation-related videos to the customer's terminal so that the customer can check how the work is progressing.
delete In the first paragraph, the work management unit,
A non-face-to-face service provision system characterized in that the uploaded photo is read, the photo is compared with a standard photo for each type of work stored in a database to determine whether it is normal, and if there is a difference from the standard photo, a message is sent to the technician's terminal so that the work in that part can be redone.