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KR-20260064422-A - METHOD AND APPARATUS FOR ASSISTING CUSTOMER CONSULTATION

KR20260064422AKR 20260064422 AKR20260064422 AKR 20260064422AKR-20260064422-A

Abstract

A method for assisting customer consultation, performed by a user's first computing device according to an embodiment of the present disclosure, is disclosed. The method comprises: a step of identifying customer information corresponding to a first call request in response to receiving a first call request from a customer's second computing device or in response to sending the first call request from the user's first computing device to the customer's second computing device; a step of displaying a first window displaying the customer information as a popup through a first user interface on a screen of the first computing device, on which a second user interface is displayed, which indicates the receipt or sending of the first call request and allows the user to input a call connection start, before a first call between the user and the customer regarding the first call request begins; and a step of displaying a second window allowing the user to input call content on the screen through the first user interface in response to the termination of the first call between the user and the customer. and may include the step of displaying a third window on the screen through the first user interface to update at least one of customer information and user tasks on the server that created the first user interface, based on the input of the call content on the second window.

Inventors

  • 황고은
  • 남인
  • 이인석
  • 김이영
  • 백은애

Assignees

  • 삼성생명보험주식회사

Dates

Publication Date
20260507
Application Date
20241219
Priority Date
20241031

Claims (19)

  1. A method for assisting customer consultation, performed by a user's first computing device, A step of identifying customer information corresponding to the first call request in response to receiving a first call request from a customer's second computing device or in response to sending the first call request from the user's first computing device to the customer's second computing device; Before the first call between the user and the customer regarding the first call request is initiated, a step of displaying a first window displaying customer information as a popup through the first user interface on the screen of the first computing device, on which a second user interface is displayed that indicates the reception or dispatch of the first call request and allows the user's input to start a call connection; In response to the termination of the first call between the user and the customer, a second window allowing the user to input call content is displayed on the screen through the first user interface; and A step of displaying a third window on the screen through the first user interface for updating at least one of customer information and user tasks on the server that generated the first user interface, based on the call content input on the second window; including, method.
  2. In paragraph 1, When the first condition that the first call request corresponds to a phone number stored in the first computing device, the second condition that the first call request corresponds to a phone number stored in the server, and the third condition that the first computing device maintains a login session with the server are satisfied, the step of identifying customer information and the step of displaying the first window as a popup are performed. method.
  3. In paragraph 1, After the step of displaying the third window on the screen through the first user interface, In response to receiving a second call request received from the second computing device, prior to the start of a second call between the user and the customer regarding the second call request, the step of displaying a first window as a popup through the first user interface on the screen of the first computing device on which the second user interface is displayed, indicating the reception of the second call request and allowing the user's input to start a call connection; including, method.
  4. In paragraph 1, After the step of displaying the first window as a popup, if a customer management object is selected on the first window: A fourth window displaying the identification information of the above customer, the contract information held by the above customer, and the interaction history information with the above customer; A fifth window displaying together additional information related to the input of call content from another call prior to the first call with the customer and a termination object for terminating the first call with the customer; and A sixth window indicating that the first call with the customer is in progress; A step of dividing and displaying on a single layer of the above screen; including, method.
  5. In paragraph 1, The step of displaying the second window on the screen through the first user interface is: A step of comparing the time period of the first call between the user and the customer with a threshold time period for triggering the creation of the second window; and A step of automatically generating the second window that allows the user to input the call content when the time period of the first call is greater than or equal to the threshold time period, and determining not to generate the second window that allows the user to input the call content when the time period of the first call is less than the threshold time period; including, method.
  6. In paragraph 1, The step of displaying the second window on the screen through the first user interface is: A step of generating at least one of a call content in which the content of the first call is automatically summarized and a call keyword in which the keyword of the first call is automatically extracted, using a call analysis module from call data spoken in the first call; and A step of displaying the second window, which includes at least one of the call content and the call keyword, on the screen through the first user interface; including, method.
  7. In paragraph 1, The step of displaying the third window on the screen through the first user interface is, A step of extracting at least one call keyword from the call content input of the user on the second window; A step of determining a category to be updated among a plurality of categories including a customer information category and a user business category on the server based on the extracted call keyword; and A step of displaying the third window on the screen through the first user interface, which displays the category to be updated and allows an update confirmation input for the displayed category; including, method.
  8. In Paragraph 7, If the extracted call keyword includes the meeting place and meeting time with the customer, the step of displaying the third window on the screen through the first user interface is: A step of reflecting a meeting schedule generated based on the meeting location and meeting time in response to the user's update confirmation input on the third window to each of the customer information category and the user work category on the server; including, method.
  9. In paragraph 1, After the start of the first call and before the end of the first call: A step of extracting at least one call keyword from call data uttered in the first call using a call analysis module; and A step of displaying a seventh window as a popup on the screen through the first user interface, while a sixth window indicating that the first call with the customer is in progress is displayed on the screen, and the seventh window indicating a category matching the extracted call keyword among a plurality of categories on the server; including, method.
  10. In Paragraph 9, After the start of the first call and before the end of the first call: If at least one call keyword extracted from the call content spoken in the first call is a keyword related to the customer's identification information, the method comprises the step of displaying the seventh window, which displays a customer information category matching the call keyword, as a popup on the screen through the first user interface, and then, in response to user confirmation input on the seventh window, displaying an eighth window, which displays a detailed object for updating the customer's identification information in the customer information category, on the screen through the first user interface; including, method.
  11. In paragraph 1, After the start of the first call and before the end of the first call: A step of extracting at least one call keyword from the content of a call uttered in the first call using a call analysis module - said call keyword is related to the customer's identification information -; A step of comparing customer identification information stored in the above server with the above call keyword; A step of displaying a seventh window displaying the comparison result as a popup on the screen through the first user interface while a sixth window indicating that the first call with the customer is in progress is displayed on the screen; including, method.
  12. In Paragraph 11, After the start of the first call and before the end of the first call: A step of displaying on the screen via the first user interface an eighth window that displays a detailed object for automatically updating the customer identification information stored on the server with at least some of the call keywords in response to a user verification input on the seventh window that displays a comparison result indicating that a difference exists between the call keyword and the customer identification information; including, method.
  13. In Paragraph 12, After the step of displaying the eighth window on the screen through the first user interface and before the termination of the first call, In order to improve the quality of the call consultation between the above user and the above customer, a step of displaying a ninth window on the screen through the first user interface that displays speech guide information related to the update of the above customer identification information; including, method.
  14. In paragraph 1, After the start of the first call and before the end of the first call: A step of extracting at least one call keyword from call data uttered in the first call using a call analysis module - said call keyword is related to insurance premiums -; and A step of displaying a seventh window as a popup on the screen through the first user interface, while a sixth window indicating that the first call with the customer is in progress is displayed on the screen, and the seventh window displaying content related to premium payment matching the extracted call keyword; including, method.
  15. In paragraph 1, After the start of the first call and before the end of the first call: After displaying a seventh window displaying content related to premium payment as a popup on the screen through the first user interface, a step of generating a guidance message containing premium payment information in response to receiving user confirmation input on the first user interface; including, method.
  16. In paragraph 1, After the start of the first call and before the end of the first call: In order to improve the quality of the call consultation between the above user and the above customer, a step of displaying a ninth window on the screen through the first user interface that displays speech guide information related to the premium payment method; including, method.
  17. A computer program stored on a computer-readable storage medium, wherein, when executed by a processor of a user's first computing device, the computer program allows the processor to perform the following operations to assist in customer consultation, said operations being: An operation of identifying customer information corresponding to the first call request in response to receiving a first call request from a customer's second computing device or in response to sending the first call request from the user's first computing device to the customer's second computing device; The operation of displaying a first window displaying customer information as a popup through the first user interface on the screen of the first computing device, on which a second user interface is displayed, indicating the reception or dispatch of the first call request and allowing the user's input to start a call connection, prior to the start of the first call between the user and the customer regarding the first call request; The operation of displaying a second window on the screen through the first user interface that allows the user to input call content in response to the termination of the first call between the user and the customer; and The operation of displaying a third window on the screen through the first user interface for updating at least one of customer information and user tasks on the server that generated the first user interface, based on the call content input on the second window; including, A computer program stored on a computer-readable storage medium.
  18. As a user's first computing device for assisting customer consultation, It includes at least one processor and memory, The above at least one processor is: An operation of identifying customer information corresponding to the first call request in response to receiving a first call request from a customer's second computing device or in response to sending the first call request from the user's first computing device to the customer's second computing device; The operation of displaying a first window displaying customer information as a popup through the first user interface on the screen of the first computing device, on which a second user interface is displayed, indicating the reception or dispatch of the first call request and allowing the user's input to start a call connection, prior to the start of the first call between the user and the customer regarding the first call request; The operation of displaying a second window on the screen through the first user interface that allows the user to input call content in response to the termination of the first call between the user and the customer; and The operation of displaying a third window on the screen through the first user interface for updating at least one of customer information and user tasks on the server that generated the first user interface, based on the call content input on the second window; performing, Computing device.
  19. As a method to assist user customer consultation performed on a server, A step of identifying customer information corresponding to a first call request in response to a first call request received by the user's first computing device from a customer's second computing device or in response to a first call request to the second computing device being sent by the first computing device; and A step of providing a first user interface to the first computing device to assist with the above customer consultation; Includes, and Before the first call between the user and the customer regarding the first call request is initiated, a first window displaying customer information is displayed as a popup through the first user interface on the screen of the first computing device, on which a second user interface is displayed that indicates the reception or dispatch of the first call request and allows the user's input to start a call connection. In response to the termination of the first call between the user and the customer, a second window allowing the user to input call content is created on the first user interface, and A third window is created on the first user interface to update at least one of customer information and user tasks on the server based on the input of the call content on the second window. method.

Description

Method and apparatus for assisting customer consultation The present disclosure relates to a method and apparatus for assisting customer consultation. Generally, insurance sales representatives often manually record the history of customer consultations and sales activities. In particular, if call records are written in a separate notebook, the likelihood of omissions or errors increases, making it difficult to accurately understand the content of the conversations. This method of recording can also pose risks in terms of compliance. Furthermore, when responding to incoming calls from customers, time is consumed in finding the sales support app, logging in, and searching for customer information. As a result, sales representatives face difficulties in responding quickly and smoothly to customer requests, such as having to ask for the customer's understanding, verify the information, and call them back. This process can compromise the continuity of customer service and lower the quality of consultation. Therefore, to enhance sales representatives' customer service capabilities and improve consultation efficiency, it is necessary to introduce auxiliary devices and systems that support prompt and systematic customer consultation. This will prevent interruptions in customer response and create a smoother consultation environment. Various aspects are now described with reference to the drawings, wherein similar reference numbers are used to collectively refer to similar components. In the following embodiments, for illustrative purposes, a number of specific details are presented to provide a comprehensive understanding of one or more aspects. However, it will be apparent that such aspect(s) may be practiced without these specific details. FIG. 1 is a drawing for explaining a system for assisting customer consultation according to one embodiment of the present disclosure. FIG. 2 is a diagram illustrating a method for assisting customer consultation performed in a first computing device according to one embodiment of the present disclosure. FIG. 3 is a diagram illustrating a method for creating a second window, performed in a first computing device according to one embodiment of the present disclosure. FIG. 4 is a diagram illustrating a method for summarizing call content performed in a first computing device according to one embodiment of the present disclosure. FIG. 5 is a diagram illustrating a method of displaying a third window after a call ends, performed in a first computing device according to one embodiment of the present disclosure. FIG. 6 is a diagram illustrating a method of supporting work in real time during a call, performed in a first computing device according to one embodiment of the present disclosure. FIG. 7 is a diagram illustrating a method of comparing customer identification information with existing identification information in real time during a call, performed in a first computing device according to one embodiment of the present disclosure. FIG. 8 is a diagram illustrating a method of displaying a window that displays content corresponding to a keyword, performed in a first computing device according to one embodiment of the present disclosure. FIG. 9 is a drawing showing a first window and a second user interface before a call starts, according to one embodiment of the present disclosure. FIG. 10 is a drawing showing a first window according to one embodiment of the present disclosure. FIG. 11 is a drawing showing a fourth window, a fifth window, and a sixth window according to one embodiment of the present disclosure. FIG. 12 is a drawing showing a second window according to one embodiment of the present disclosure. FIG. 13 is a drawing showing a third window according to one embodiment of the present disclosure. FIG. 14A is a drawing showing a seventh window according to one embodiment of the present disclosure. FIG. 14B is a drawing showing a seventh window according to another embodiment of the present disclosure. FIG. 14C is a drawing showing a seventh window according to another embodiment of the present disclosure. FIG. 15 is a drawing showing an eighth window according to one embodiment of the present disclosure. FIG. 16A is a drawing showing a ninth window according to one embodiment of the present disclosure. FIG. 16B is a drawing showing a ninth window according to another embodiment of the present disclosure. FIG. 17 is a diagram showing an exemplary structure of an artificial intelligence-based model according to one embodiment of the present disclosure. FIG. 18 illustrates a brief and general schematic diagram of an exemplary computing environment of a first computing device, a second computing device and/or a server in which embodiments of the present disclosure may be implemented. Various embodiments are now described with reference to the drawings. In this specification, various descriptions are provided to provide an understanding of the present disclosure. However,