TWI861552B - Voice system of customer service and operation method thereof - Google Patents

Abstract

A voice system includes a phone-receiving module, a database, a matching module, an analyzing module and a transferring module. The phone-receiving module receives a phone call and identifies its first number. The database stores some information and each of which includes a second number and an activity record. The matching module signally connects the phone-receiving module and a database, and matches the first number to the same one of the second numbers for recognizing the corresponding activity record. The analyzing module signally connects the matching module, analyzes the activity record recognized and provides a signal. The transferring module signally connects the analyzing module. The transferring module cuts a predetermined voice record into some subsidiary voice records which are arranged in a tailor-made sequence according to the signal. Then, the transferring module answers the phone call and plays at least one of the subsidiary voice records based on the tailor-made sequence.

Description

Customer service voice system and its operation method

The present invention relates to a customer service voice system and an operation method thereof.

In the banking industry, in order to improve service efficiency, banks generally provide voice service hotlines for customers to call. Voice service hotlines often provide service options to customers one by one in a recorded voice. When customers hear the service they want to use, they can press a button to confirm.

However, in order to avoid wasting customers' time and delaying the time banks spend serving customers, thereby improving banks' service quality and market competitiveness, how to connect customers to the services they want to use in the shortest possible time is undoubtedly an important issue that the industry is paying close attention to.

One of the purposes of the present invention is to provide a customer service voice system that can dynamically adjust voice options so that a caller can be transferred to the customer service he/she wants to use in a shorter time, thereby effectively saving the caller's call time.

According to one embodiment of the present invention, a customer service voice system includes a telephone receiving module, a database, a matching module, an analysis module, and a transfer module. The telephone receiving module is configured to receive an incoming call and identify the first telephone number of the incoming call. The database is configured to store a plurality of customer data, each of which includes a second telephone number and an activity record. The matching module is signal-connected to the telephone receiving module and the database, and is configured to match the identified first telephone number with the same one of the second telephone numbers to confirm the corresponding activity record. The analysis module is signal-connected to the matching module, and is configured to analyze the confirmed activity record and provide a first indication signal. The transfer module is signal-connected to the analysis module. The switching module is configured to cut the preset recording into a plurality of sub-recordings, and arrange the sub-recordings in a customized order according to the first indication signal, and then connect the incoming call and play at least one of the sub-recordings one by one in the customized order.

In one or more embodiments of the present invention, the switching module includes a processing unit and a plurality of switching units. The switching units are respectively connected to the processing unit by signals and are respectively configured to play the corresponding sub-recordings. The processing unit is connected to the analysis module by signals and is configured to answer the incoming call and activate at least one of the switching units one by one in a customized order according to the first indication signal.

In one or more embodiments of the present invention, each of the switching units corresponds to a service category and is configured to allow the user making the incoming call to confirm.

In one or more embodiments of the present invention, the processing unit is signal-connected to the pairing module. The pairing module is further configured to provide a second indication signal to the processing unit, and the processing unit activates at least one of the switching units one by one in a predetermined order according to the second indication signal.

In one or more embodiments of the present invention, each of the above-mentioned customer information further includes customer identity.

In one or more embodiments of the present invention, the database is connected to the network operating system and configured to store the customer identity corresponding to each of the second telephone numbers as a corresponding activity record during the operation process of the network operating system.

In one or more embodiments of the present invention, the customer service voice system further comprises an input module, which is connected to a database and configured to input activity records corresponding to each of the second telephone numbers into the database.

One of the purposes of the present invention is to provide an operating method for a customer service voice system, which can dynamically adjust the order in which transfer units are activated according to the recent activity records of the caller. Therefore, the customer service voice system can enable the caller to be transferred to the customer service the caller wants to use after activating a smaller number of transfer units, thereby effectively saving the caller's call time.

According to an embodiment of the present invention, an operation method of a customer service voice system includes: (1) receiving an incoming call and identifying a first telephone number of the incoming call; (2) matching the identified first telephone number with a plurality of second telephone numbers in a database to confirm a corresponding activity record when the first telephone number is the same as one of the second telephone numbers; (3) analyzing the confirmed activity record and providing a first indication signal; (4) cutting a preset recording into a plurality of sub-recordings and arranging the sub-recordings in a customized order according to the first indication signal; and (5) answering the incoming call and playing at least one of the sub-recordings one by one in the customized order.

In one or more embodiments of the present invention, playing at least one of the sub-recordings one by one in a customized order further includes: activating at least one of a plurality of switching units one by one in a customized order, wherein each of the switching units corresponds to a service category and is configured to allow the user making the call to confirm.

In one or more embodiments of the present invention, the method for operating the customer service voice system further includes: (vi) providing a second indication signal when the first telephone number is different from the second telephone number; and (vii) answering the incoming call and playing at least one of the sub-recordings one by one in a predetermined order according to the second indication signal.

The above-mentioned implementation method of the present invention has at least the following advantages: since the customer service voice system can dynamically adjust the order of activation of the transfer units according to the recent activity records of the caller, so as to put the customer services that the caller is determined to want in the front for him/her to choose, the customer service voice system can enable the caller to be transferred to the customer service that the caller wants to use after activating a smaller number of transfer units, thereby effectively saving the caller's call time and shortening the time for the bank to serve customers, thereby improving the service quality of the bank.

The following will disclose multiple embodiments of the present invention with drawings. For the purpose of clarity, many practical details will be described together in the following description. However, it should be understood that these practical details should not be used to limit the present invention. In other words, in some embodiments of the present invention, these practical details are not necessary. In addition, in order to simplify the drawings, some commonly used structures and components will be shown in the drawings in a simple schematic manner, and in all drawings, the same reference numerals will be used to represent the same or similar components. And if it is possible in practice, the features of different embodiments can be applied interchangeably.

Unless otherwise defined, all terms (including technical and scientific terms) used herein have their usual meanings, which are understood by those familiar with this field. Furthermore, the definitions of the above terms in commonly used dictionaries should be interpreted in the content of this specification as meanings consistent with the relevant fields of the present invention. Unless otherwise clearly defined, these terms will not be interpreted as idealized or overly formal meanings.

Please refer to FIG. 1. FIG. 1 is a flow chart showing an operation method 500 of a customer service voice system according to an embodiment of the present invention. For example, the customer service voice system 100 operated according to the operation method 500 can be used in a bank or other financial institution for customers and potential customers to make calls, but the present invention is not limited thereto. In this embodiment, the customer service voice system 100 is used in a bank as an example. As shown in FIG. 1, the operation method 500 of the customer service voice system includes the following steps:

(1) Receive an incoming call and identify the first telephone number of the incoming call (step 510). Please refer to FIG. 2. FIG. 2 is a block diagram of a customer service voice system 100 according to an embodiment of the present invention. Specifically, in this embodiment, as shown in FIG. 2, a customer service voice system 100 includes a telephone receiving module 110, and the telephone receiving module 110 is configured to receive an incoming call and identify the first telephone number of the incoming call.

(2) Matching the identified first telephone number with a plurality of second telephone numbers in the database 120 to confirm the corresponding activity record when the first telephone number is the same as one of the second telephone numbers (step 520). In this embodiment, as shown in FIG. 2, the customer service voice system 100 further includes a database 120 and a matching module 130. The database 120 is configured to store a plurality of customer data. Specifically, each of the customer data includes a second telephone number, an activity record in a recent period of time, and a customer identity. The matching module 130 is signal-connected to the telephone receiving module 110 and the database 120, and is configured to match the identified first telephone number with the same one of the second telephone numbers to confirm the corresponding activity record of the caller (i.e., the user who made the call).

More specifically, the step of matching the first telephone number with the second telephone number (i.e., step 520) further includes: confirming the customer identity corresponding to the caller when the first telephone number is the same as one of the second telephone numbers. In other words, in addition to confirming the activity record corresponding to the caller as described above, the matching module 130 can also confirm the customer identity corresponding to the caller to facilitate subsequent operations of the bank.

Furthermore, as shown in FIG. 1 , the method 500 for operating the customer service voice system further includes the following steps:

(3) Analyze the confirmed activity record and provide a first indication signal (step 530). In this embodiment, as shown in FIG. 2, the customer service voice system 100 further includes an analysis module 140 and a switching module 150. The switching module 150 includes a processing unit 151 and a plurality of switching units 152, and the switching units 152 are respectively signal-connected to the processing unit 151. In FIG. 2, only three switching units 152 are shown as a schematic. In practical applications, the number of switching units 152 can be more than three, such as nine or ten, but the present invention is not limited thereto. The pairing module 130 is signal-connected to the analysis module 140, and the analysis module 140 is signal-connected to the processing unit 151 of the switching module 150. The analysis module 140 is configured to analyze the confirmed activity record and provide a first indication signal to the processing unit 151 .

(4) Cut the preset recording into a plurality of sub-recordings, and arrange the sub-recordings in a customized order according to the first indication signal, then answer the incoming call and play at least one of the sub-recordings one by one in the customized order (step 540). Specifically, the processing unit 151 of the switching module 150 is configured to cut the preset recording into a plurality of sub-recordings, and arrange the sub-recordings in a customized order according to the first indication signal. In practice, the switching units 152 of the switching module 150 are respectively configured to play corresponding sub-recordings, and the switching units 152 respectively correspond to a category of customer service, such as but not limited to account problems, account opening problems, credit card problems, loss reporting problems, loan problems, bonus redemption, roadside assistance, cash advance, re-listening and transfer to personal service. Furthermore, the processing unit 151 of the switching module 150 is configured to answer the incoming call and play at least one of the sub-recordings one by one in a customized order according to the first indication signal, that is, the processing unit 151 activates at least one of the switching units 152 one by one in a customized order according to the first indication signal, so that the caller can press a button to confirm when he hears the customer service he wants to use.

In short, when an incoming call is received, the matching module 130 of the customer service voice system 100 will match the first telephone number of the incoming call with the second telephone number stored in the database 120. When the matching module 130 can find the second telephone number that is the same as the first telephone number of the incoming call from the database 120, the matching is successful, which means that the caller is an existing customer. In this way, the matching module 130 can confirm the activity record of the existing customer in the recent period of time. Then, the analysis module 140 analyzes the confirmed activity record to determine the customer service that the caller wants to use, and provides a first indication signal to the processing unit 151 of the transfer module 150 based on this determination. Furthermore, according to the first indication signal, the processing unit 151 cuts a preset recording into a plurality of sub-recordings, and arranges the sub-recordings in a customized order according to the first indication signal, and then activates at least one of the transfer units 152 one by one in the customized order, that is, plays at least one of the sub-recordings one by one in the customized order, so that the caller can press a key to confirm the customer service he/she wants to use after activating a smaller number of transfer units 152, thereby effectively saving the caller's call time and shortening the bank's time to serve customers, thereby improving the bank's service quality.

In other words, since the customer service voice system 100 can dynamically adjust the order in which the transfer units 152 are activated based on the caller's recent activity records, so as to put the customer services that the caller is likely to want in the front for him/her to choose, the caller preferably has the opportunity to be transferred to the customer service he/she wants to use after activating less than three transfer units 152.

Furthermore, as shown in FIG. 1 , the method 500 for operating the customer service voice system further includes the following steps:

(5) The database 120 is connected to the network operating system 200 by a signal, and the operation process of the customer identity corresponding to each of the second telephone numbers in the network operating system 200 is stored as a corresponding activity record (step 550). In this embodiment, as shown in FIG. 2, the database 120 is connected to the network operating system 200 by a signal, and the database 120 is further configured to store the operation process of the customer identity corresponding to each of the second telephone numbers in the network operating system 200 as a corresponding activity record. For example, the network operating system 200 may be an online banking system, and each of the customer identities that has recently logged into the online banking system and used a certain service may be stored in the database 120 as a corresponding activity record.

(6) Inputting the activity record corresponding to each of the second telephone numbers into the database 120 through the input module 160 (step 560). In the present embodiment, as shown in FIG. 2 , the customer service voice system 100 further includes the input module 160, and the input module 160 is signal-connected to the database 120 and configured to input the activity record corresponding to each of the second telephone numbers into the database 120. For example, the input module 160 may be a computer or a smart phone, and the customer's recent activities, such as calling the bank to inquire about a certain type of service, or using a certain type of service directly in a physical store, may be input by the bank staff through the input module 160 and stored as activity records in the database 120.

In practical applications, customer data activity records may include but are not limited to certain services that customers have recently logged into the online banking system and used, investment delivery messages, loan delivery messages, and credit card bill delivery messages, etc.

For example, if the analysis module 140 analyzes that the caller's recent activity record is related to a credit card, for example, the caller has recently inquired about a credit card bill in the online banking system and has submitted a credit card bill, then the processing unit 151 of the switching module 150 can, according to the first indication signal provided by the analysis module 140 after analysis and judgment, enable the switching unit 152 to be activated one by one in the following corresponding customer service categories in the order of arrangement: credit card problem, report loss problem, account problem, account opening problem, loan problem, bonus redemption, roadside assistance, cash advance, listen again, and transfer to a dedicated service. Since the switching unit 152 corresponding to the credit card problem is activated first, it is possible for the caller to immediately confirm the customer service he/she wants to use, which can bring convenience to the caller.

Furthermore, as shown in FIG. 1 , the method 500 for operating the customer service voice system further includes the following steps:

(7) When the first telephone number of the incoming call is different from the second telephone number, a second indication signal is provided (step 570). In the present embodiment, as shown in FIG. 2 , the processing unit 151 of the switching module 150 is signal-connected to the matching module 130. When receiving an incoming call, if the matching module 130 cannot find the second telephone number that is the same as the first telephone number of the incoming call from the database 120, the matching fails, which means that the caller is not an existing customer and the database 120 does not have the relevant data of the caller. In this way, the matching module 130 provides the second indication signal to the processing unit 151.

(8) According to the second indication signal, the incoming call is answered and at least one of the sub-recordings is played one by one in a predetermined order (step 580). Specifically, the processing unit 151 of the switching module 150 answers the incoming call and plays at least one of the sub-recordings one by one in a predetermined order according to the second indication signal, that is, the processing unit 151 activates at least one of the switching units 152 one by one in a predetermined order according to the second indication signal for the caller to select. In the case where the caller is not an existing customer, for example, the transfer unit 152 of the transfer module 150 can be activated one by one according to the following corresponding customer service categories in the order of arrangement (i.e., the established order): account problem, account opening problem, credit card problem, report loss problem, loan problem, bonus redemption, roadside assistance, cash advance, listen again and transfer to dedicated service.

In summary, the technical solution disclosed in the above-mentioned implementation method of the present invention has at least the following advantages: since the customer service voice system can dynamically adjust the order of activation of the transfer units according to the recent activity records of the caller, so as to put the customer service that the caller is determined to want in the front for him/her to choose, the customer service voice system can enable the caller to be transferred to the customer service that the caller wants to use after activating a smaller number of transfer units, so that the caller's call time can be effectively saved and the bank's customer service time can be shortened, thereby improving the bank's service quality.

Although the present invention has been disclosed in the above embodiments, it is not intended to limit the present invention. Anyone skilled in the art can make various changes and modifications without departing from the spirit and scope of the present invention. Therefore, the protection scope of the present invention shall be subject to the scope defined in the attached patent application.

100: Customer service voice system 110: Telephone receiving module 120: Database 130: Matching module 140: Analysis module 150: Transfer module 151: Processing unit 152: Transfer unit 160: Input module 200: Network operating system 500: Operation method 510～580: Steps

FIG. 1 is a flow chart showing the operation method of the customer service voice system according to an embodiment of the present invention. FIG. 2 is a block diagram showing the customer service voice system according to an embodiment of the present invention.

Domestic storage information (please note in the order of storage institution, date, and number) None Foreign storage information (please note in the order of storage country, institution, date, and number) None

100:Customer service voice system

110: Telephone receiving module

120: Database

130: Pairing module

140:Analysis module

150: Adapter module

151: Processing unit

152: Adapter unit

160: Input module

200: Network operating system

Claims (6)

A customer service voice system includes: a telephone receiving module configured to receive an incoming call and identify a first telephone number of the incoming call; a database configured to store a plurality of customer data, each of the customer data including a second telephone number and an activity record, the database further signal-connected to an online banking system, and configured to store a customer identity corresponding to each of the second telephone numbers in an operation process of the online banking system as the corresponding activity record; a matching module signal-connected to the telephone receiving module and the database, and configured to match the identified first telephone number with the same one of the second telephone numbers to confirm the corresponding activity record; an analysis module signal-connected to the matching module, and configured to analyze the confirmed activity record and provide a first indication signal; and a switching module, including a processing unit and a plurality of switching units, the switching units are respectively connected to the processing unit by signal, and are respectively configured to play the corresponding sub-recordings, the processing unit is signal connected to the analysis module, and is configured to cut a preset recording into a plurality of sub-recordings, and arrange the sub-recordings in a customized order according to the first indication signal, then connect the incoming call and activate at least one of the switching units one by one in the customized order to play at least one of the sub-recordings, each of the switching units corresponds to a service category, and is configured to allow a user who dials the incoming call to confirm that at least one of the service categories is roadside assistance. A customer service voice system as described in claim 1, wherein the processing unit signal is connected to the pairing module, and the pairing module is further configured to provide a second indication signal to the processing unit, and the processing unit activates at least one of the switching units one by one in a predetermined order according to the second indication signal. A customer service voice system as described in claim 1, wherein each of the customer data further includes a customer identity. The customer service voice system as described in claim 1 further comprises: an input module, signal-connected to the database and configured to input the activity record corresponding to each of the second telephone numbers into the database. A method for operating a customer service voice system includes: receiving an incoming call and identifying a first telephone number of the incoming call; matching the identified first telephone number with a plurality of second telephone numbers in a database to confirm a corresponding activity record when the first telephone number is the same as one of the second telephone numbers, the database is further connected to an online banking system and configured to store a customer identity corresponding to each of the second telephone numbers in an operation process of the online banking system as a corresponding The activity record of the incoming call; analyzing the confirmed activity record and providing a first indication signal; cutting a preset recording into a plurality of sub-recordings, and arranging the sub-recordings in a customized order according to the first indication signal; and answering the incoming call and activating at least one of the plurality of switching units one by one in the customized order to play at least one of the sub-recordings, each of the switching units corresponding to a service category and configured to allow a user who dials the incoming call to confirm, at least one of the service categories being roadside assistance. The method for operating the customer service voice system as described in claim 5 further includes: providing a second indication signal when the first telephone number is different from the second telephone numbers; and answering the incoming call and playing at least one of the sub-recordings one by one in a predetermined order according to the second indication signal.