US 11,057,522 B2
Intelligent callback service providing system
Jae In Lee, Goyang-si (KR); and Hyun Sun Cho, Seoul (KR)
Assigned to MindwareWorks Co., Ltd., Seoul (KR)
Appl. No. 16/640,066
Filed by MindwareWorks Co., Ltd., Seoul (KR)
PCT Filed Aug. 3, 2018, PCT No. PCT/KR2018/008826
§ 371(c)(1), (2) Date Feb. 19, 2020,
PCT Pub. No. WO2019/059520, PCT Pub. Date Mar. 28, 2019.
Claims priority of application No. 10-2017-0122304 (KR), filed on Sep. 22, 2017.
Prior Publication US 2020/0228657 A1, Jul. 16, 2020
Int. Cl. H04M 3/523 (2006.01); H04M 3/42 (2006.01); H04M 3/493 (2006.01); H04M 3/51 (2006.01)
CPC H04M 3/5231 (2013.01) [H04M 3/42076 (2013.01); H04M 3/42382 (2013.01); H04M 3/4933 (2013.01); H04M 3/5175 (2013.01); H04M 3/5191 (2013.01)] 1 Claim
OG exemplary drawing
 
1. An intelligent callback service providing system comprising:
a customer terminal configured to receive an intelligent callback service;
a service provider terminal configured to send a callback message to the customer terminal; and
a chatbot service providing server configured to provide an interactive callback service after the customer terminal checks the callback message,
the service provider terminal comprising an intelligent agent configured to generate and send the callback message, which reflects at least one piece of information between message information received from the customer terminal and customer history information stored and managed in a customer database, or a preset callback message to the customer terminal,
wherein,
the message information received from the customer terminal comprises a text message or a voice message, and the customer database comprises a built-in database provided in the service provider terminal or a separate external database accessible by the service provider terminal,
the chatbot service providing server refers to the customer history information of the customer database and provides the interactive callback service to the customer terminal,
the intelligent agent comprises a callback identifier, a callback message generator, a callback message sender, and a customer information changer,
the callback identifier is configured to identify a callback response and instruct the callback message generator to generate a callback message when the service provider does not answer a phone call or is impossible to answer the phone call,
upon the callback message generator configured that the voice message or the text message is present and at the same time there is the customer history information about who left the message in the customer database, the callback message generator is configured to generate the callback message by analyzing and reflecting not only the voice message or the text message but also the customer history information stored and managed matching a phone number of a customer who sent and left the voice message or the text message, if the customer history information about the customer who left the message is not in the customer database even though the voice message or the text message is present, the callback message generator is configured generate the callback message by analyzing and reflecting only the voice message or the text message,
upon the callback message generator configured that the customer history information corresponding to the phone number of the customer who made the phone call from the customer terminal is present in the customer database without the text message or the voice message, the callback message generator is configured to generate the callback message by analyzing and reflecting only the customer history information,
the callback message is sent to the callback message sender, and the callback message sender is configured to generate a parameter corresponding to the callback message generated by the callback message generator, is configured to send a URL message, in which the generated parameter is added to a URL corresponding to an address information of the chatbot service providing server, to the customer terminal, and is configured to transmit the parameter and the generated callback message corresponding to the parameter to the chatbot service providing server
upon the customer selecting the URL through the customer terminal received the URL message, the link of the chatbot service providing server is connected automatically, and the callback message is displayed while a chat window is popped up, then the customer terminal is abled to receive the interactive callback service continuously from the chatbot service providing server
the interactive callback service generated in the chatbot service providing server is sent together with a unique information of the customer to the service provider terminal, then, the customer information changer is configured to compare between the customer history information included in the interactive callback message sent together with the unique information of the customer and a history information stored and managed corresponding to the unique information, and is configured to store the customer history information stored and managed in the customer database, and
the callback message generated by the callback message generator is sent to the customer information changer, then the customer information changer is configured to compare between the customer history information included in the generated callback message and the history information stored and managed corresponding to the phone number of the customer, and is configured to store the customer history information stored and managed in the customer database.