TW201903656A - Booking method combined with artificial intelligence voice assistant for reducing workload and labor cost of the service industry - Google Patents

Abstract

A booking method combined with artificial intelligence voice assistant is provided. A single representative number is provided to a consumer for dial-up connection and conversion in order to generate a voice data. The voice data can be used to obtain an operational parameter and a plurality of message parameters for transmitting a request command, such that an operational data can be reported to the customer by voice after querying a store database according to the request command, the operational parameter and the plurality of message parameters. The customer is informed of a request operation result of a reservation operation, a querying operation, a modification operation, or a cancellation operation, and the inventory in the store database is then updated.

Description

 Combination method of artificial intelligence voice robot  

The invention belongs to the technical field of the customer service system, in particular to a reservation method combining the artificial intelligence voice robot, so as to provide the consumer time-free customer service line through the voice interaction concept of the intelligent robot.

Nowadays, with the development of electronic technology, how to reduce the personnel cost by computer, mechanical equipment or robots to replace or replace manpower, and to improve productivity or service quality, has already been the work of major industries, even the general supply of mass consumers. The food and beverage industry, the two food and beverage services, the transportation industry that provides transportation services, the beauty and hairdressing industry that provides repairing, haircutting and pedicure, and the entertainment industry that provides leisure and amusement are no exception. The reason is that in today's life, there are common online reservation systems such as EZTABLE, such as the electronic ordering system of the tablet ordering app or the automatic voice customer service system. However, taking the online reservation system as an example, it is still difficult to meet the telephone voice reservation requirement of more than 80% by using the network text communication method for reservation work. For example, the online conversational reservation system 1 shown in FIG. 1 is such that one of the flight or hotel reservation webpages 10 is provided with an interface that can be talked to the consumer. When the consumer webpage browses the reservation webpage 10, the input webpage 11 can input the speech or text of the conversational material to communicate with the reservation webpage 10, and the conversational material passes through the servopage of the reservation webpage 10. After the input/output interface 12 is converted into an input text string, a dynamic web page generating program interface 13 transmits the input text string to a conversational device 14. The conversational device 14 parses the syntax and semantics of the input text string, and searches a database 15 to generate a response string or chart, and transmits the program interface 13 and the input/output interface 12 through the dynamic web page generating device. The booking webpage 10, after the consumer re-enters the conversational material according to the content of the response string or the chart and limits the range of the reservation requirement, the conversational device 14 feeds back the new response string or chart again. Repeat this online text response to assist the consumer in completing a flight or hotel reservation. Although the online conversational reservation system 1 provides a voice input dialogue query method, the overall system service presentation mode is still mainly text or graphics, and is limited by 3C electronic devices and network usage habits, and some are not. Consumers who often come into contact with computers or mobile phones have practical barriers to use and are difficult to popularize.

In other words, the online voice reservation platform emphasized in the market today is often just a network phone application for communication software. In the end, it is still necessary for the service personnel to conduct the connection and acceptance dialogue. If the service request is excessive, the service personnel are insufficiently manpowered or telephone. Insufficient number of lines, etc., consumers still need to spend a long time waiting to affect service quality and customer satisfaction. In view of this, how to improve the service model of the current reservation system, so that consumers can book each restaurant through a fixed number of delegates at any time, so as to reduce the workload of the food service staff and reduce the overall operating cost. High economic efficiency is the subject of the invention.

In view of the problems of the prior art, the object of the present invention is to provide a method for combining the artificial intelligence voice robot to improve the service satisfaction while reducing the labor cost through the dialogue between the active and passive intelligent voice service and the consumption fee.

According to the purpose of the present invention, the method of combining the artificial intelligence voice robot is to provide at least one consumer full-time voice reservation service of a plurality of service providers by using an intelligent robot, which comprises the following steps: collecting the operations of each service provider The information forms a plurality of identification data; when the consumer connects to the intelligent robot by using a telecommunication device to play a single representative number, the dialogue performs a request operation, and the request operation is at least one reservation operation, one inquiry After the operation, a modification operation or a cancellation operation; and receiving the voice data of the requested operation, the consumer is returned with a job data, so that the consumer uses the telephone button of the telecommunication device to perform a transaction according to the instruction of the operation data. The job and complete the request job.

The accounting operation is one of a quote, payment, payment or refund. When the voice data is unrecognizable and cannot be returned, the following steps are further included: automatically transferring the connection to a customer service personnel, so that the customer service personnel can conduct a dialogue with the customer. When the requested job is a reserved job and the job data is an appointment amount, the method further includes the following steps: voice returning the job data and a suggested appointment data to report that the consumer is unable to make an appointment and recommend other appointment options. The method for combining the artificial intelligence voice robot further comprises the steps of: checking the appointment time of the scheduled operation, automatically speaking with the consumer, and notifying the reservation message by voice, for the consumer to further confirm the reservation operation, and performing the modification operation. Or perform the cancel job. When the request job is completed, the method further includes the following steps: transmitting a confirmation message to the consumer.

Moreover, the method for combining the artificial intelligence voice robot further includes the following steps: recording operation information of each service provider, the voice data, and the job data in a store database; analyzing the store of the store database The information forms at least one appointment report and one operation report for browsing and downloading; integrating the single representative number into the service provider's website, Facebook, Line or other communication program for the consumer to communicate via the network Method or telecommunication communication method for connecting the intelligent robot; and calculating the number of connection times and the dialogue time of the intelligent robot corresponding to the service provider, the number of completions of the request operation, the execution number of the accounting operation, and the sending of the confirmation message At least one of the times or a combination thereof, a service fee schedule is returned to the service provider. The identification data includes at least the full name of the service provider in the multi-language, the name of each store name and the name of the store, and the voice data includes the name and contact number of the consumer, and the date of the request, Time, store name, store name and quantity.

In summary, the present invention is constructed under the communication mode of telecommunication communication, so that the operation unit performs data processing when the intelligent robot is triggered by various types of voices, so as to be unopened by the service provider 24 hours a day. In the case of time limit, the consumer is allowed to perform sales, appointment or cancellation of various services to the service provider such as restaurants, salons, cinemas or ticket merchants in various regions through a single single representative number, and Handling of various types of reservation materials, such as modification or inquiry. In other words, the subscription method combining the artificial intelligence voice robot provides the service provider with a full-channel and one-stop automated consumption experience service, and has a setting structure for performing big data analysis of related consumption data, and the overall invention is operated. Accessibility to meet the needs of the service provider. Furthermore, the service quality and stability of the present invention can be ensured by the support of the customer service staff and the translation function of the multi-language.

Traditional skill

1‧‧‧Online Conversation Booking System

10‧‧ ‧ Reservations page

11‧‧‧ Input device

12‧‧‧Import interface

13‧‧‧Dynamic web page generation program interface

14‧‧‧Dialog device

15‧‧‧Database

this invention

2‧‧‧Interactive voice recognition reservation system

20‧‧‧Intelligent robot

200‧‧‧Communication Module

2000‧‧‧Single Representative

201‧‧‧Dialog Module

2010‧‧‧Operating parameters

2011‧‧‧Information parameters

202‧‧‧ language module

21‧‧‧Store unit

210‧‧‧ storage module

2100‧‧‧Instant stock

2101‧‧‧Update Order

2102‧‧‧Request for instructions

22‧‧‧Operating unit

220‧‧‧Store database

2200‧‧‧ Identification data

2201‧‧‧Inventories

221‧‧‧Processing module

2210‧‧‧Working materials

222‧‧‧Customer Management Module

223‧‧‧Guest module

23‧‧‧Customer unit

230‧‧‧Customer Service

3‧‧‧ Consumers

30‧‧‧Voice data

4‧‧‧Service Provider

S1~S9‧‧‧Steps

Figure 1 is a schematic diagram of a conventional online conversational reservation system.

Figure 2 is a schematic diagram of a system in accordance with an embodiment of the preferred embodiment of the present invention.

Figure 3 is a flow chart of a method of an embodiment of the preferred embodiment of the present invention.

Figure 4 is a schematic diagram of a second embodiment of the preferred embodiment of the present invention.

Figure 5 is a flow chart of a second embodiment of the preferred embodiment of the present invention.

Figure 6 is a schematic diagram of a reservation operation of the second embodiment of the preferred embodiment of the present invention.

Figure 7 is a schematic view showing the modification operation of the second embodiment of the preferred embodiment of the present invention.

In order for your review board to have a clear understanding of the contents of the present invention, please refer to the following description for matching drawings.

Please refer to FIG. 2 to FIG. 5 , which are respectively a schematic diagram of a system diagram and a method flowchart of various embodiments of the preferred embodiment of the present invention. As shown, in order to allow at least one service provider 4, such as a hotel home buyer, a beauty salon, or a variety of ticket makers, to provide a full-time smart customer service to at least one consumer 3, the combined artificial intelligence voice The reservation system 2 of the robot may include an intelligent robot 20, a store unit 21, an operation unit 22 and a customer service unit 23 for realizing the automatic sales service, the reservation service, the reservation data modification service, and the reservation cancellation service through the telecommunication voice mode. And cancel the consumer service, etc., and the operation method thereof may include the following steps S1 to S9. The smart robot 20 is connected to the customer service unit 21 and the customer service unit 23, and is provided with a communication module 200, a dialog module 201 and a language module 202. The communication module 200 is provided with a single representative. The number 2000 is connected to the dialog module 201 by telecommunications, and the dialog module 201 is telecommunicationally connected to the language module 202. The store unit 21 can be a POS machine (Point Of Sale terminal) or a software package for the service provider 4 installed on any electronic device, and the telecommunication unit is connected to the operation unit 22 and A storage module 210 is provided, and the storage module 210 stores an immediate inventory amount of 2100. The operating unit 22 can be used for at least one cloud server for data collection and analysis, and has a store database 220, a processing module 221, a client management module 222 and a reminder module 223. The service database 220 is connected to the processing module 221, the customer management module 222 and the user module 223, and records the identification data 2200 and the inventory amount 2201 of the service provider 4, and the customer management module At least CRM (Customer Relationship Management) function, big data analysis function and advertising marketing function can be integrated.

First, the reservation system 2 incorporating the artificial intelligence voice robot collects the operation information of each service provider 4 in step S1, such as the store name, the store address, the service call, the business hours, the menu, the inventory quantity of the goods that can be sold, or Providing the location number of the service, etc., to form the identification data 2200 of the plural type and storing in the store database 220, and the identification data 2200 may include at least the service provider 4 in multiple languages. The full name of the store name, various store name aliases and branch store names, and various store name aliases can be full name abbreviations, homophonic or nicknames.

In step S2, the single representative number 2000 is provided to the consumer 3, and the store unit 21 is provided to the service provider 4 for filling in and recording the instant stock amount 2100, or editing the operation information to update the identification data. 2200, the instant inventory amount 2100 is the number of inventory items available on the site of the service provider 4 or the amount of service that can be provided. The single representative number 2000 can be integrated into the service provider 4 website, Facebook, Line or other communication program through text, images, pictures or network components, etc., for the consumer 3 to communicate via the Internet or The intelligent robot 20 is connected by means of telecommunication. In step S20, the store unit 21 checks whether the instant inventory amount 2100 has changed at any time. If the instant inventory amount 2100 is changed, then step S21: the store unit 21 forms and transmits an update command 2101 for the operation unit 22 to synchronously update the inventory of the store database 220 corresponding to the immediate inventory amount 2100. 2201, to ensure the accuracy of the sales and bookings by ensuring that the cloud servo data is synchronized with the actual service capabilities of the service site.

When the consumer connects the communication module 200 by broadcasting the single representative number 2000 in a step S3 using a telecommunication device (not shown), such as a wired telephone, a mobile phone, a tablet or a computer, the consumer 3 That is, a dialogue is performed with the dialog module 201, and a voice message 30 is used to perform a request job, and the request job is at least a reservation job, a query job, a modification job, or a cancel job, and the voice material 30 can be It includes the name and contact number of the consumer 3, the date, time, name of the job, the name of the store, the number of demanded services, and special needs.

In step S4, the dialog module 201 receives the voice data 30 and determines whether it can be recognized. If yes, in step S40, the language module 202 further recognizes the language type of the voice data 30 and translates it at a timely time when needed, for the dialog module 201 to perform step S5 to analyze and obtain a job parameter 2010 and plural. The information parameters 2011 are transmitted to the store unit 21, and the store unit 21 forms a request command 2102 using the job parameters 2010 and the information parameters 2011, and transmits the request to the operation unit 22. On the other hand, if the dialog module 201 cannot recognize the received voice data 30, in step S41, the dialog module 201 triggers the communication module 200 to automatically connect the customer service unit 23, so that a customer service staff 230 and the consumer 3, the conversation is performed, and the customer service staff 230 can directly query the store database 220 through a customer service interface to immediately process the requested job for the consumer 3.

When the operating unit 22 receives the request command 2102 in step S6, the processing module 221 determines the type of the job parameter 2010 and queries the store according to the request command 2102, the job parameter 2010, and the information parameter 2011. The database 220 returns a job data 2210 to the store unit 21, and the store unit 23 successively transmits the job data 2210 and a account command to the smart robot 20. At this time, the language module 202 recognizes the language type of the job material 2210 in step S60, and translates when necessary, for the dialogue module 201 to perform a dialogue according to the same language as the consumer 3. In step S7, the consumer 3, the scheduled job, the query job, the modified job, or the canceled job request job result is reported, and the smart robot 20 is triggered by the account instruction to drive the dialog module 201 in step S70. Directing the consumer 3 according to the job data 2210, causing the consumer 3 to perform a billing operation by using the telephone button of the telecommunication device, such as quotation, stored value, payment, payment, prepaid deposit or refund, etc. , complete the request job. At the same time, the inventory amount 2201 of the store database 220 and the instant inventory amount 2100 in the storage module 210 are updated, so that the field service personnel who facilitate the service provider 4 can view the inventory items at any time through the store unit 21. The amount of service provided will ensure that it is not over-sold.

And after the request operation is completed, in step S71, the processing module 221 drives the communication module 200 to actively transmit a confirmation message to the consumer 3 through the store unit 21, so that the consumer 3 can check the reservation again. Whether the job, the query job, the modification job, or the request to cancel the job is correct. For example, as shown in FIG. 6, when the consumer 3 wants to book a restaurant, the voice material 30 includes at least a reservation date, a reservation time, a reservation restaurant name, a store name, a reservation name, and a reservation name. After the reservation, the dialog module 201 can be converted into a system string and then analyzed, or, of course, can be directly analyzed without conversion, that is, the intelligent robot. The 20 series accepts the request operation by a pipe such as voice or text. In this way, the job parameter 2010 is the reserved job, and when the job data 2210 is an appointment amount, the processing module 221 automatically uses the inventory amount 2201 to analyze and obtain a suggested reservation data, and transmits the same to the The store unit 21, and the store unit 21 further transmits the work data 2210 and the suggested reservation information to the smart robot 20, so that the dialog module 201 returns the work data of the consumer 3 that the restaurant is full of reservations. And voice the return of the proposed appointment information and recommend the reservation options for other branches of the restaurant.

As shown in FIG. 7, when the consumer 3 has subscribed to a restaurant but wants to modify the reservation information, for example, when modifying the number of reservations, the reservation date, or the reservation branch, etc., the conversation module 201 can be turned on. The direct statement contains two pieces of information, such as the date of reservation, the time of reservation, the name of the restaurant and the name of the restaurant, the name of the reservation, the reservation, the number of adults and the number of children and the needs of the children's chair. Voice material 30. In this way, the job parameter 2010 is the modification operation, and the processing module 221, after querying the store database 220 and confirming a reservation record, feeds back the reservation record as the job data 2210 to the smart robot 20, and utilizes The message parameter 2011 of the subsequent voice data updates the reservation record in the store database 220 to release the table of the original reservation time period, and returns the new job data 2210 to the intelligent robot 20 to make the dialogue module 201 voice. Report the consumer 3 new one request job results. However, if the consumer 3 does not provide two pieces of data in the voice data 30, the dialog module 201 may report the job data 2210 of the reserved record to the consumer 3 to describe the new voice data 30. The reservation record of the store database 220 is modified by updating the job data with the information parameter 2011 of the new voice data 30. Moreover, when the consumer 3 wants to cancel the reservation of a restaurant, the job parameter 2010 is the cancellation operation, and the processing module 221 confirms the reservation record after querying the store database 220, the process The module 221 deletes the corresponding job data 2210 according to the job parameter 2010 and stops the operation of the reservation record. At the same time, the inventory quantity 2201 and the instant inventory amount 2100 are released by using the reservation record intermediate information parameter 2011.

In step S8, the store database 220 updates the operation information of the service provider 4 and records the voice data 30 corresponding to the service provider 4, the job data 2210, the execution result of the account operation, and related consumption data, and the like. After the big data analysis, the customer management module 222 can form at least one customer list, a plurality of customer group lists, a reservation report, a consumption list, an operation report, an activity result report, a monthly reservation number ranking form, The first three months of the regular customer reservation ranking form, a reservation meal number sorting form, a time period booking analysis report, a reservation cancellation report, a reservation after the report and a blacklist, etc., for the store The unit 21 browses and downloads, and the customer management module 222 can automatically transmit a satisfaction survey message to the consumer 3 within a period of time after the consumer 3 performs the consumption, or automatically utilize the smart robot 20 and the Consumer 3 calls and voice surveys consumer satisfaction. Moreover, the customer management module 222 periodically checks whether the data in the customer list is updated in step S80. If not, in step S81, a promotional newsletter is automatically transmitted to the consumer to prompt various preferential offers to enhance the consumption experience, thereby avoiding the loss of business opportunities. The customer group list is automatically classified into the consumer 3 according to the average consumption quota, consumption type and consumption frequency of the consumer 3, so that the service provider 4 can use the voice message or graphic according to the demand. The newsletter group transmits an event notification, and the service provider 4 can view the activity result report after the event ends to study the marketing newsletter and the marketing effectiveness of the event notification.

In addition, the reminder module 223 checks the reservation time of each of the reserved jobs in the reservation report in step S82 to find out the scheduled reservation job in the store database 220, and automatically transmits the reservation job through the store unit 21 A reminder data is sent to the intelligent robot 20, so that the dialog module 201 can notify the consumer 3 of the reservation message by voice, and the consumer 3 can further confirm the reservation job, execute the modification job, or execute the cancellation job. In step S9, the processing module 221 can use the store database 220 to calculate the number of connections and the dialogue time of the smart robot 20 corresponding to the service provider 4, the number of completions of the requested job, and the number of executions of the account job. And a service fee list such as the reservation message, the confirmation message, the number of transmissions of the newsletter, etc., and a service fee list is transmitted to the store unit 21 to notify the service provider 4 and to perform the system service fee. Work.

In this embodiment, the workload of the service provider of the service provider 4 is reduced by the intelligent dialogue of the intelligent robot 20, the support of the customer service unit 23, and the function of actively dialing a call or sending a short message with the reminder module 223. The labor cost is reduced, so that the service provider 4 can concentrate on serving the on-site customers and improve the service quality. Moreover, the service provider 4 can improve the marketing accuracy by analyzing various forms of the customer management module 222, and can also separately formulate different consumers for different attributes such as a regular customer, a top customer or a blacklist customer. Service content, such as blacklist customers need to first receive a deposit when making a service appointment, a discount when a top customer makes a service reservation, or a satisfaction survey when a customer cancels a service.

The above description is only illustrative of preferred embodiments and not limiting. Any equivalent modifications or alterations to the spirit and scope of the invention are intended to be included in the scope of the appended claims.

Claims (10)

 A method for combining a human-intelligent voice robot by using an intelligent robot to provide at least one consumer full-time voice reservation service for a plurality of service providers, comprising the steps of: collecting operation information of each service provider and forming a plurality of services Identifying data; when the consumer uses a telecommunications device to broadcast a single representative number to connect with the intelligent robot, the conversation performs a request operation, and the request operation is at least one reservation job, one inquiry job, and one modification job. Or canceling the operation; and receiving the voice data of the requested operation, returning the consumer a job data, causing the consumer to perform a billing operation by using the telephone button of the telecommunication device according to the instruction of the operation data, and completing the operation Request an assignment.    The method for booking a combination of an artificial intelligence voice robot according to claim 1, wherein the account operation is one of a quote, a payment, a payment, or a refund.    The method for combining the artificial intelligence voice robot according to the second aspect of the patent application, wherein when the voice data cannot be recognized and the work data cannot be reported, the following steps are further included: automatically transferring the connection to a customer service personnel. In order for the customer service staff to have a conversation with the consumer.    The method for booking a human-intelligent voice robot according to the third aspect of the invention, wherein when the requested job is a reserved job and the job profile is an appointment amount, the method further includes the following steps: Information and a suggested appointment information to report the consumer's full amount can not be reserved and recommend other appointment options.    The method for booking a combination of an artificial intelligence voice robot according to claim 4, further comprising the steps of: checking a reservation time of the reservation operation, automatically speaking to the consumer, and notifying a reservation message by voice for the The consumer further confirms the scheduled job, executes the modified job, or executes the canceled job.    The method for booking a combination of an artificial intelligence voice robot according to claim 5, wherein when the requesting operation is completed, the method further comprises the step of: transmitting a confirmation message to the consumer.    The method for combining the artificial intelligence voice robot according to the sixth aspect of the patent application, further comprising the steps of: recording operation information of each service provider, the voice data, and the job data in a store database. And analyzing the stored data of the store database to form at least one appointment report and one operation report for browsing and downloading.    The method for combining the artificial intelligence voice robot according to claim 7 of the patent application, further comprising the steps of: integrating the single representative number into the service provider's website, Facebook, Line or other communication program, The consumer is connected to the intelligent robot through network communication or telecommunication.    The method for combining the artificial intelligence voice robot according to the eighth aspect of the patent application, further comprising the steps of: calculating the number of connections and the dialogue time of the intelligent robot corresponding to the service provider, and the number of completions of the requested operation. And at least one of the number of executions of the accounting operation and the number of times the confirmation message is sent, or a combination thereof, returning a service fee list to the service provider.    The method for binding a human-intelligent voice robot according to claim 9 , wherein the identification data includes at least a full name of the service provider, a plurality of store name aliases, and a branch store name, which are presented in a plurality of languages. And the voice data includes the name and contact number of the consumer, the date and time of the job, the name of the store, the name of the store, and the number of stores.