KR100708232B1 - Service call processing system using Internet and method thereof - Google Patents

Abstract

The present invention relates to a service application processing system for receiving a service request for a product having a failure from a customer of a general electric and electronic related product through the Internet and delivering the received service application to a service agent to provide an appropriate service to the customer's product. will be.

The service application processing system using the Internet according to the present invention transmits the service application reception web page information for receiving a service request from a customer to a web browser via the Internet, and transmits the service application reception information input through a web browser to the Internet. Receiving web server through; A service control device which receives the service application reception information from a web server, adds the service application reception information to a service management database, and configures the service application reception information into a short message in real time and transmits the service application reception information to a real time portable terminal through a mobile telephone network; And a real-time portable terminal displaying the short message received from the service control device.

According to the present invention, it is possible to receive a service request for a product which has a failure 24 hours a day, 365 days without the intervention of the reception assistant, and the customer can make a reservation according to the convenience of the customer by confirming the schedule and photos of the service engineer directly. Therefore, the customer's convenience can be further enhanced.

Description

Service call processing system using Internet and method thereof

1 is a flowchart illustrating a service request processing process according to the related art.

2 is a block diagram showing the configuration of a service request processing system according to the present invention.

3A to 3H illustrate web pages provided by a web server provided in the service request processing system according to the present invention.

The present invention relates to a service application processing system that receives a service request for a product having a failure from a customer of a general electric and electronic related product and delivers the received service application to a service agent to provide an appropriate service to the customer's product.

The service application process according to the prior art is as follows. When the customer detects a failure in the product he is using, he makes a service call by phone (step 100). The call center to which the customer's phone is connected connects the telephone connection from the customer to the reception assistant suitable for accepting the customer's service request by the Audio Response System (ARS) (step 110). At this time, if the service request from the customer is not related to the functional impairment of the product, the reception assistant connects the telephone connection from the customer to the counselor (steps 120 and 130). If the service request from the customer is related to a functional disorder, the reception assistant identifies the contents of the disorder and the contact information of the customer, determines the service provision date and the service engineer in charge, and inputs them to the service control apparatus (steps 120 and 140). Then, the service control device transmits the service delivery date, customer's contact point and fault information to the portable terminal possessed by the service engineer so that the service engineer can perform appropriate service and inputs the details of the service processing. Receive and manage. (150 to 170 steps)

On the other hand, as information exchange through the Internet is active, the application for service using the Internet is being made. However, until now, the application for the service application using the Internet has taken the method of recording a failure situation and simply transmitting it using an Internet E-mail system. Therefore, a separate reception assistant receives the e-mail prepared by the customer, analyzes the contents thereof, and inputs the same to the service control apparatus.

In the existing service application processing method as described above, a reception assistant is required to receive a service request from a customer, so it is difficult to receive a 24-hour real-time service reservation. In addition, there is a possibility that an error or error may occur while the reception assistant analyzes the contents of the received e-mail and inputs it into the service control device, and the customer may not have any prior knowledge about the service engineer in charge. .

The present invention was created to solve the above problems, and receives a service request for a product which has a failure, received directly from a customer through a web server through the Internet without the intervention of a reception assistant, and delivers the received information to a responsible service engineer in real time. It is an object of the present invention to provide a service application processing system and a method for providing a service required by a customer.

In order to achieve the above object, the service application processing system using the Internet to receive a service request for a product having a failure according to the present invention from a web browser provided by a customer and transmit it to a real-time portable terminal provided by a service engineer. A web server for transmitting a service request reception web page information for receiving a service request to the web browser through the Internet, and receiving service request reception information input through the web browser; A service control device which receives the service request reception information from the web server, adds the service request reception information to a service management database, and configures the service request reception information as a short message in real time and transmits the received information to the real time portable terminal through a mobile telephone network; And a real-time portable terminal displaying the short message received from the service control device.

In order to achieve the above another object, the service request processing method using the Internet to receive a service request for a product having a failure according to the present invention from a web browser provided by the customer and transmit it to a real-time portable terminal provided by the service engineer ( a) transmitting the service request reception web page information for receiving a service request from a customer to the web browser through the Internet; (b) receiving service request reception information input through the web browser through the Internet; (c) adding the service request reception information to a service management database; And (d) constructing the service application reception information into a short message in real time and delivering the service application reception information to the real time portable terminal through a mobile telephone network.

Hereinafter, with reference to the accompanying drawings will be described in detail the present invention.

According to Fig. 2, one embodiment of the service request processing system using the Internet 12 according to the present invention includes a web server 14, a service control device 16 and a real time portable terminal 22.

In the present invention, the Internet 12 refers to a computer communication network connecting the whole world using a Transmission Control Protocol / Internet Protocol (TCP / IP) protocol. The web server 14 is used as a concept including software for providing a web service and a computer system for executing the software in an environment connected to the Internet 12, and the client 10 is a hypertext markup language, which is a standard document of the web. It is used as a concept including web browser software capable of reading a document and communicating with the web server 14 using the Common Gateway Interface (CGI) and a computer system executing the software.

The web server 14 transmits the service request reception web page information for receiving the service request from the customer to the web browser of the client 10 through the Internet 12, and transmits the service request reception information input through the web browser. Received via the Internet (12). At this time, the service request reception web page information includes a list of each service engineer, photographs and schedule information, the service request reception information preferably includes a service engineer and the service application date and time designated by the customer. Before receiving the service application reception information, the web server 14 stores the client details web page information through the Internet 12 to receive the details of the customer's details including the customer name, the customer identification number, and the customer address. 10) to the web browser, and receives the customer details information input through the web browser via the Internet 12 can be delivered to the service control device (16).

The service control device 16 receives the service request reception information from the web server 14, adds it to the service management database 18, and configures the service application reception information into a short message in real time through the mobile telephone network 20. Wireless transmission to the real-time portable terminal 22. The service management database 18 stores the customer's details, the service application for each customer, and the action details using the customer identification number as a key. Here, the customer identification number is preferably used the social security number.

The real time portable terminal 22 outputs a short message of the service application reception information received from the service control device 16 to the service engineer. As the real time portable terminal 22, a mobile phone is preferably used.

Another embodiment of the service request processing system using the present Internet 12 according to the present invention is in addition to the web server 14, the service control device 16 and the real-time portable terminal 22 to control the service by the service engineer's application. The apparatus 16 further includes a portable terminal 24 for detailed information search for receiving service request reception information from the device 16 and inputting the service processing result to the service control device 16. As the portable terminal 24 for detailed information inquiry, a notebook computer or a personal digital assistant (PDA) is preferably used. The detailed information inquiry portable terminal 24 may be connected to the service control device 16 wirelessly by the mobile telephone network 20 or by another type of wired network.

Hereinafter, the operation of the present invention will be described in detail with reference to FIGS. 2 and 3A to 3H.

In order to apply for the service for the failed product, the customer designates the URL (Universal Resource Locator) of the web server 14 included in the service request processing system in the web browser of the client 10, which is his computer connected to the Internet. The home page of the web server 14 may be received. FIG. 3A illustrates a home page provided by the web server 14, FIG. 3B illustrates a web page presented when the service request is selected from the home page of the web server 14, and FIG. 3C illustrates a service request web. If you choose to accept the service on the page is an example of the presented web page, and enter the customer's social security number and password.

The web server 14 transmits the social security number entered by the customer through the web browser of the client 10 to the service control device 16. The service control device 16 inquires the social security number received from the web server 14 in the service management database 18 and checks whether the social security number input to the service management database 18 already exists. To tell. If the entered social security number does not exist in the service management database 18, the web server 14 provides the customer details web page information for receiving the customer details information including the customer name, customer identification number, and customer address. Is transmitted to the web browser of the client 10 through the Internet, and then receives the customer details information input through the web browser to the service control device 16 via the Internet 12. The service control device 16 then adds the new customer profile information to the service management database 18.

If the received social security number exists in the service management database 18, the web server 14 transmits the service request reception web page information illustrated in FIG. 3D to the web browser via the Internet. Customer details information such as name, phone number, mobile phone number, Email ID, address and detailed address displayed on the right side of FIG. 3D are included in the service application reception web page information and transmitted to the web browser. In FIG. 3D, items to be entered by the customer through the web browser are items such as a used product, a model name, a failure symptom, a breakdown detail, other requirements, designation of an engineer, a desired date of visit and a desired time of visit. When the customer selects the engineer-designated item as illustrated in FIG. 3D, the web server 14 queries the service management database 18 through the service control device 16 and locates a predetermined number located in the address area of the customer. The list of engineers, and the customer designates an engineer, the web server 14 queries the service management database 18 through the service control device 16 to find out about the engineer, that is, the personal information of the engineer or Photographs can be presented in a web browser. When the customer selects the desired date of visit item as illustrated in FIG. 3E, the web server 14 queries the service management database 18 through the service control device 16 so that the engineer designated by the engineer designated item may work. Information about the date can be presented to a web browser. When the customer selects a visit desired time item as illustrated in FIG. 3F, the web server 14 queries the service management database 18 through the service control device 16 to visit the engineer's desired date of designation in the engineer designated item. Schedule content of the date specified in the item can be presented to the web browser.

When the web server 14 receives all of the service request reception information input through the web browser via the Internet 12, the web server 14 schedules an appointment with a picture of the service engineer in charge as illustrated in FIG. 3G. Send the confirmation to your web browser. The service application reception information thus received is stored in the service management database 18 by the service control device 16. At the same time, the service application reception information is composed of a short message by the service control device 16 and transmitted to the real-time portable terminal 22 through the mobile telephone network 20, and the service engineer receives the service application reception information briefly composed of a short message. You can check.

When the service engineer wants to check the details of the service application reception information, the service application reception information stored in the service management database 18 is inquired through the service control device 16 using the portable terminal 24 for detailed information inquiry. Can be seen. Subsequently, when the service engineer processes the service promised to the customer, the service processing result is inputted to the portable terminal 24 for detail information inquiry, transmitted to the service control device 16, and stored in the service management database 18.

3H illustrates a web page for canceling a service request received from a customer. Those skilled in the art will be able to easily construct a web page for correcting a service application received by the contents of the web page illustrated in FIG. 3H. The process of processing the service application correction information input through the web browser is similar to the process of processing the service application reception information.

So far I looked at the center of the preferred embodiment for the present invention. Those skilled in the art will appreciate that the present invention can be implemented in a modified form without departing from the essential features of the present invention. Therefore, the disclosed embodiments should be considered in descriptive sense only and not for purposes of limitation. The scope of the present invention is shown in the claims rather than the foregoing description, and all differences within the scope will be construed as being included in the present invention.

According to the present invention, it is possible to receive a service request for a product which has a failure 24 hours a day, 365 days without the intervention of the reception assistant, and the customer can make a reservation according to the convenience of the customer by confirming the schedule and photos of the service engineer directly. Therefore, the customer's convenience can be further enhanced. In particular, it is possible to prevent crimes pretending to be service engineers by checking the pictures of service engineers to be visited in advance.

In addition, it is possible to prevent inaccurate reservations due to the mistake of the reception assistant by telephone consultation in advance, and the reservation inputs entered by the customer are delivered to the service engineer in real time, thereby facilitating the service processing process.

Claims (9)

In the service request processing system that receives a service request for a product that has a failure from a web browser provided by the customer and transmits it to a real-time portable terminal provided by the service engineer, A web server for transmitting service request reception web page information for receiving a service request from a customer to the web browser via the Internet, and receiving service request reception information input through the web browser through the Internet; A service control device which receives the service request reception information from the web server, adds the service request reception information to a service management database, and configures the service request reception information as a short message in real time and transmits the received information to the real time portable terminal through a mobile telephone network; And And a real-time portable terminal displaying a simplified short message transmitted from the service control device. The method of claim 1, wherein the web server Send the customer details web page information to the web browser through the Internet to receive the customer details information including the customer name, customer identification number and customer address, and send the customer details information entered through the web browser to the Internet. Received through the service request processing system using the Internet, characterized in that for transmitting to the service control device. The web page information of claim 1, wherein A service request processing system using the Internet, comprising information on a list, photographs, and schedules of each service engineer, and the service application reception information includes a designated service engineer and a service application date and time designated by a customer. The method of claim 1, The service engineer receives the service request reception information from the service control device upon request of the service engineer, and further comprises a mobile terminal for detailed information inquiry for inputting a service processing result to the service control device. Used service application processing system. The web server of claim 1, wherein the web server is The service application correction web page information for canceling or correcting the service request received from the customer is transmitted to the web browser through the Internet, and the service application correction information input through the web browser is received via the Internet. Service application processing system using the Internet. In the service request processing method of receiving a service request for a product having a failure from a web browser provided by a customer and transmitting it to a real-time portable terminal provided by a service engineer, (a) receiving service request reception information input through the web browser through the Internet; (b) adding the service request reception information to a service management database; And and (c) constructing the service application reception information into a short message in real time and delivering the service application reception information to the real time portable terminal through a mobile telephone network. The method of claim 6, wherein the step (a) Transmitting the customer details web page information to the web browser through the Internet to receive the customer details information including the customer name, the customer identification number, and the customer address; And And receiving the customer details information input through the web browser through the Internet, and adding the received personal details to the service management database. The web page information of claim 6, wherein A service request processing method using the Internet, comprising information on a list, a picture, and a schedule of each service engineer, and the service application reception information includes a designated service engineer and a service application date and time designated by a customer. The method of claim 6, wherein after step (c) Transmitting the service request reception information to a portable terminal for detailed information inquiry by an application of a service engineer; And And receiving a service processing result inputted to the portable terminal for detailed information inquiry by a service engineer and adding the service processing result to a service management database.

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