KR20060116949A - Return processing system and return processing method using automatic response system - Google Patents

Abstract

The present invention relates to a return processing system and a return processing method using an automatic response system. If a buyer considers a product to be defective by mistake and requests a return, the buyer can provide troubleshooting data to prevent the return. The purchase information of each buyer is provided starting with the recently purchased product, and the suspected failure phenomenon data is provided in the order of high number of inquiry, thereby reducing the time required to process the return using the automatic response system.

According to the technical spirit of the present invention, it is possible to reduce the return cost and the labor cost of an e-commerce operator having a relatively high return rate, and increase the profits of the e-commerce operator by decreasing the return rate and increasing the sales rate.

Description

System for Managing Procedure of Returning Goods Using Automatic Response System and Method

1 is a schematic diagram illustrating a return processing system and a return processing method according to the present invention;

2 is a detailed configuration diagram of an ARS server and a database for explaining a return processing system and a return processing method according to an embodiment of the present invention;

3 is a flowchart illustrating a return processing method using an automatic response system according to an embodiment of the present invention.

* Explanation of symbols for the main parts of the drawings

10 ... wired phone 20 ... mobile phone

30 base station 40 mobile switching center

50 ... PSTN network 60 ... return processing system

100 ... ARS server 200 ... database

210 ... Buyer's Information Database 220 ... Buyer's Information Database

230 ... suspect database 240 ... troubleshooting database

250.Response Message Database

The present invention relates to a method of processing a buyer's return request. More specifically, the present invention relates to a return processing method that reduces a return rate by providing troubleshooting data corresponding to a return request.

In general, an automatic response system (ARS) outputs a pre-stored guide tone when a user makes a call using a telephone, and the user listens to the information he / she wants by entering a number according to the guide tone. It's a system that makes it possible.

The automatic answering system is used in various parts, especially in a large number of companies, government agencies, etc. difficult to digest a large number of customer telephones. That is, when a user dials to a company or a government agency that wants to receive desired information by using a regular phone or a mobile phone, a guide sound is output, and when the user enters necessary information according to the guide sound, the information required by the user is automatically spoken. To be printed. Automated answering system has the advantage of significantly reducing manpower waste by responding to the request of the service requester using the already established system.

Recently, electronic commerce through home shopping channels or the Internet has been widely used. E-commerce has the advantage that the consumer can purchase the goods without going directly to the store to buy the goods, and the seller can save the trouble of renting and managing the store. On the other hand, consumers have a disadvantage in that they do not actually see the product but have to judge and purchase the product only through the description of the product image and text format on the home shopping broadcast or the Internet.

E-commerce solves these shortcomings by ensuring that buyers can return products purchased within a certain period of time. As a result, buyers can return goods even if they don't touch the goods directly, so they can make a purchase decision more easily and e-commerce merchants can increase their order rate.

However, by receiving all of the buyer's returns, there are excessive costs incurred in selling, shipping, and recovering the returned goods, waste of manpower, and the possibility of returning goods. , The loss of e-commerce owners increased.

In addition, many people do not know how to use the product correctly and misunderstand that the product is defective and return a lot of the number of returns. This leads to an increase in the return rate, shipping costs, and waste of manpower. There was a problem of reducing the net profit of the operator and encouraging the buyer to distrust the e-commerce.

In addition, when a telephone counselor directs information on a product, there is a problem of excessive expenditure on training costs for the counselor and a large amount of human resources.

In the case of providing information through the automatic response system, the voice signal reproduction time for providing the information in the automatic response system is long, which causes inconvenience to the user and reduces the utilization rate.

An object of the present invention to solve the above problems, by providing information on the product using the automatic response system can not only reduce the return rate and increase the sales rate, but also request information to reduce the inconvenience of users of the automatic response system It is to provide a return processing system and method that can increase the user's satisfaction and utilization rate by providing information with high frequency first.

Return processing system using an automatic response system to achieve the above object,

In response to buyers' purchase information, purchase goods information, response messages repeatedly provided to the buyers, and databases for storing suspected failure data and troubleshooting data about the products sold, and in response to the buyer's request for return of a specific product It provides an ARS server that provides a list of suspected failure data for a particular product from a database, and calls the troubleshooting data for the selected suspected failure phenomenon to the buyer. ARS server can be linked with the consultation center.

The database stores only the purchase product information of the product purchased by the buyer for the last one year, and stores the order of the list of the purchase product information in the order of the product recently purchased by the buyer. It also stores the order in which lists provide suspicious data for each product in the order of the highest number of views.

Return processing method using an automatic response system to achieve the above object,

A product selection step in which the buyer selects a product to be returned, a step of providing a list of reasons for returning when the buyer selects a product, a step of confirming the reason for return required by the buyer, and a failure of the product if the reason for the return is a product defect. Providing a list of suspicious data and requesting a selection of the suspected failure, and presenting a troubleshooting method for providing troubleshooting data for the suspected suspect data selected from the purchaser. It further includes a buyer confirmation step of receiving the personal information of the buyer and providing and confirming the buyer information and purchase product information.

The purchaser confirmation step provides only the purchased product information of the last one year, and provides the purchased product information in the order of recently purchased.

The fault suspect selection step provides fault suspect data in the order of high inquiries, the buyer can select one or more fault suspect data, and provides fault suspect data only for products with a certain quantity or more.

According to the configuration of the present invention, it is possible to process a return request using an automatic response system.

By only storing the purchase product information of the product purchased by the buyer in the last one year, it provides only the purchase product information of the product that can be actually returned to enhance the efficiency of the return processing system. By providing a list of purchased product information in the order of recently purchased products and providing a list of the suspected failure data for each product in the order of the number of inquiries, the time taken by the buyer to process the return is shortened. By selecting one or more suspect data, the buyer can be provided with troubleshooting data for several symptoms at once.

By providing the failure suspect data only for products with a certain amount or more, the problem of enormous cost and manpower is consumed in the database of the trouble suspect data and the troubleshooting data for a wide range of products. Additional profits can be increased further.

If the buyer's request data does not exist in the list of suspect data, the buyer's terminal can be connected to the counseling center to accept new suspects from the counseling center and increase the suspect data. Can be built.

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

1 is a schematic diagram illustrating a return processing system and a return processing method according to the present invention, Figure 2 is a detailed configuration of the ARS server and database for explaining the return processing system and the return processing method according to an embodiment of the present invention It is also.

The present invention provides a method for processing a return by connecting to a return processing system using a wired telephone 10 or a mobile telephone 20 when a buyer wants to return a product. When the user of the landline telephone 10 dials the telephone number of the return processing system, the user accesses the return processing system through a public switched telephone network (PSTN) 50, and the user of the mobile telephone 20 moves through the base station 30. It is connected to a mobile telephone switching office (MSC) 40 and then connected to the return processing system via the PSTN network.

The return processing system using the automatic response system according to the technical idea of the present invention includes an automatic response system server (hereinafter referred to as an 'ARS server') 100 and a database 200.

The ARS server 100 provides a list of failure suspect data for a specific product from a database in response to a buyer's request for return of a specific product, and calls the troubleshooting data for the selected suspected failure and provides the buyer with a buyer. to be. The ARS server 100 receives a personal information signal, a product code, a suspicion of failure code, etc. from a buyer who wants to return through the purchaser terminals 10 and 20 connected through the PSTN network 50, and inputs it to the database 200. After calling and receiving buyer information, purchase product information, trouble suspecting data, problem solving data, etc., it is modulated into a voice signal and a text signal and provided to the buyer. If the buyer wants to connect with the agent, he / she connects to the counseling center.

Looking at the configuration of the ARS server 100 with reference to Figure 2, the ARS server 100 is called from the database interlocking unit 110, the database 200 to call the data from the database 200 and update the database 200 The voice data reproducing unit 120 for reproducing data by voice, a signal input by a purchaser, and receiving a signal, the database interlocking unit 110, the voice data reproducing unit 120, and the consultation center interworking unit 140 in response to the signal. A signal processing unit 130 for controlling the signal, a counseling center linking unit 140 for connecting the buyer terminal to the counseling center, and synthesizing the signals and data input by the buyer into voice data, combining a plurality of voice data, and reproducing voice data. And a voice data synthesizing unit 150 for transmitting to the unit.

The database interworking unit 110 calls data to the database 200 under the control of the signal processing unit 130, receives the data, and transmits the data to the voice data reproducing unit 120 and the signal processing unit 130. In addition, whenever the buyer selects the failure suspect through the purchaser terminals 10 and 20, the number of inquiries is added to each failure suspect data to update the inquiry count field of the failure suspect data in the database 200. Accordingly, the ARS server 100 may transmit the list of the failure suspect data by sorting in descending order based on the number of inquiry of the failure suspect data.

The voice data reproducing unit 120 reproduces the voice data synthesized by the buyer information, the purchased product information, the suspected failure data, the problem solving data, the response message, and the voice data synthesizing unit 150.

The signal processor 130 receives a signal input by the buyer in response to a response message provided by the voice data reproducing unit 120, and reproduces the database interworking unit 110 and voice data in response to the signal input by the buyer. The control unit 120 and the consultation center linking unit 140 perform a function corresponding to a signal input by the purchaser.

In one embodiment of the present invention, the signal processor 130 may receive a dual-tone multiple frequency (DTMF) signal from the purchaser terminals 10 and 20, decode it, and transmit the signal.

The counseling center interworking unit 140 returns data for reasons other than a defective product or when there is no suspected failure data of the corresponding product, and when there is no suspected failure data that the buyer wants, troubleshooting data of the corresponding suspected problem data If there is no, if the buyer wants to connect the counselor connects the buyer terminal (10, 20) to the counseling center.

The voice data synthesizing unit 150 synthesizes personal information such as a phone number, a member number, and a social security number input by a purchaser into voice data and provides the synthesized voice data to the voice data reproducing unit 120. This improves the accuracy of the information exchange between the buyer and the return processing system by checking whether there is a buyer's input error.

The database 200 is a device that stores buyer information of each buyer, purchase product information, response messages repeatedly provided to the buyer, and suspected failure data of the goods sold and troubleshooting data thereof, and the buyer information database 210. , Purchase product information database 220, the suspected failure phenomenon database 230, the problem solving database 240, and the response message database 250.

The buyer information stored in the buyer information database 210 is a name, a member number, a phone number including an area code, and a social security number.

The purchase product information database 220 stores only the purchase product information of the product purchased by the buyer in the last one year, and the purchase product information one year after the purchase date is automatically deleted from the database linking unit 110. In addition, the purchase product information is sorted in descending order based on the purchase date to store a list of the purchase product information in the order of the product recently purchased by the buyer.

The suspect data for each item on the suspect database 230 may not exist or may be one or more. If there is no suspicion data for the goods selected by the buyer, the database interlocking unit 110 transmits a signal to the signal processor 130 that there is no suspicion data for the goods selected by the buyer, and the signal processor 130 In the control, the consultation center linking unit 140 connects the purchaser terminals 10 and 20 to the consultation center. The e-commerce operator has a database of suspected failure data for each item, and when a new suspected failure is not present on the suspected failure database 230, the consultation center receives it and makes a database.

If the questionnaire for the product selected by the buyer exists, but the questionnaire for the reason for the return does not exist, the ARS server 100 connects the purchaser terminals 10 and 20 to the consultation center, thereby providing a new failure. The suspicious data may be received and the suspected symptom database 230 may be expanded. Therefore, according to the present invention, a richer database can be secured.

The problem solving database 240 stores problem solving data suggesting solutions in response to each failure suspect. For each fault suspect, no troubleshooting data may be present or more than one.

When there is no troubleshooting data for the product when requesting the troubleshooting data, the database interlocking unit 110 transmits a signal indicating that there is no troubleshooting data for the corresponding suspected symptom data to the signal processing unit 130 and the signal processing unit 130. Counseling center interworking unit 140 controls the purchaser terminals 10 and 20 to the counseling center.

Response message database 250 is the "Hello. GS Home Shopping Returns Processing Center provided when the buyer first accesses the ARS server 100. After entering the 13-digit phone number, membership number or social security number including the area code Please press (#) ", and the buyer will be asked to select the item to return and" No. 1 for return due to defect, 2 for size and color change, 3 for other ". In order to implement a return processing method using an automatic response system such as a message, a voice message repeatedly provided is stored and provided to the voice data reproducing unit 120.

As another embodiment of the present invention, the database 200 may be constructed only for products having a certain amount or more, without establishing a failure suspect database for all products sold by the e-commerce service provider.

In another embodiment of the present invention, a television set-top box, a computer with a telephone characteristic may be used as a purchaser terminal instead of the landline telephone 10 and the mobile telephone 20.

In addition, in one embodiment of the present invention according to FIG. 1, the connection between the ARS server 100 and the user terminals 10 and 20 represents a single connection formed through the PSTN network 50. However, it is well known that it is possible to communicate with the ARS server 100 in other forms of wireless networks, data networks such as the Internet, or various combinations of these and other networks.

3 is a flowchart illustrating a return processing method using an automatic response system according to an embodiment of the present invention.

When a buyer wants to return a product purchased through electronic commerce such as home shopping using a return processing system using an automatic answering system, a user terminal such as a landline telephone 10, a wireless telephone 20, an internet phone, or a network computer Access to the ARS server 100 through (S100). ARS server 100 is stored in the response message database 250 in the voice data playback unit 120 "Hello. GS Home Shopping Returns Processing Center. Well, after entering the 13-digit phone number, membership number or social security number including the area code Press the right (#) "to transmit the voice message (S102).

If the purchaser does not enter a phone number or social security number including an area code or does not enter a well (#) during the host inquiry, and the input time limit is exceeded, the voice data playback unit 120 responds to the control of the signal processor 130. Send a voice message "Timed out. Please try again." Stored in the message database (250). If the phone number or social security number including the area code does not match its format or exceeds the number of digits, "Sorry." Please enter it again. "(S106).

If no error occurs during the host inquiry, the signal processor 130 transmits the personal information input by the buyer to the database interlocking unit 110, and the database interlocking unit 110 has the corresponding buyer information in the buyer information database 210. It is searched whether or not (S104, S108).

If the buyer information does not exist, the voice data reproducing unit 120 is stored in the response message database 250. "Sorry, your purchase history does not exist within one year. Telephone number or social security number 13 including area code. Press the seat and the pound sign (#). ”(S108, S106).

If the buyer information is present, the personal information input by the buyer is synthesized by the voice data synthesizing unit 150 into the voice data, and the voice data reproducing unit 120 "the number entered by the customer is 02-555-5555. Enter 1 if it is correct and 2 if it is incorrect. "Confirm the buyer's key input. The database interworking unit 110 calls the buyer information and the purchase product information from the database 200, and synthesizes the buyer's name among the buyer information into the voice data in the voice data synthesizing unit 150 and stores it in the response message database 250. When the data is transmitted to the voice data reproducing unit 120 in combination with the data, the voice data reproducing unit 120 transmits a voice message "Your name is ***. If the number is correct, press 1, if the number is wrong." (S110, S112).

If the buyer selects No. 2, return to the personal information input step (S102), and if no key is input or if a key other than No. 1 or No. 2 is input, the signal processor 130 generates an error signal to generate a database interlocking unit ( 110, and the database interworking unit 110 calls the response message from the response message database 250, and the voice data reproducing unit 120 "Please input again. If it is correct, press 2 twice." Send a voice message (S114, S116).

When the buyer selects 1, the voice data synthesizing unit 150 combines the product name data of the purchase product information and the response message data on the response message database 250 and transmits the combined voice message to the voice data reproducing unit 120, and reproduces the voice data. The unit 120 reproduces the purchase product information data in a voice message of "Please select the product to be returned. Press *** for 1, *** for 2, and *** for 3". (S114, S118, S120). At this time, the purchased product information is provided only for the product purchased in the last one year, and is provided by voice from the recent purchase.

If the purchaser does not input the key within the product code range or the key is not entered within the input time limit, the voice data reproducing unit 120 is controlled by the signal processing unit 130 and stored in the response message database 250. Please enter it again. "(S122, S120). When the purchaser enters the correct product code, the voice data reproducing unit 120 is stored in the response message database 250. Press "No. 1 for return due to product defect, No. 2 for size and color change, No. 3, etc." Send a voice message "."

When the purchaser enters 2 or 3 times, the consultation center linking unit 140 connects the purchaser terminals 10 and 20 to the consultation center (S128 and S138). When the purchaser enters an incorrect code or does not input within the input time limit, the signal processor 130 generates an error signal and transmits the error signal to the database interlocking unit 110, and the database interlocking unit 110 responds to the response message database 250. Call the response message, the voice data reproducing unit 120 transmits a voice message "Please input again" (S128, S124).

When the number 1 is selected, the database interlocking unit 110 calls the failure suspect data into the failure suspect database 230, and increases the number of inquiry of the corresponding suspect question data by 1 to update the number of questions of the suspect question data. do.

The database interworking unit 110 receives the failure symptom data and combines the failure symptom data transmitted in a form that can be reproduced as a voice by the voice data synthesizing unit 150 and the response message on the response message database 250. In the voice data reproducing unit 120, "***** is number 1, ***** is number 2, ***** is number 3, and if there is no corresponding, press 0. Please send me a voice message ”(S126, S130, S132). If the buyer does not select the failure suspect code within the input time limit, the signal processing unit 130 generates an error signal and transmits it to the database interlocking unit 110, the database interlocking unit calls a response message from the response message database 250 The voice data reproducing unit 120 is "timed out. ***** is 1, ***** is 2, ***** is 3 times, if there is no corresponding Press 0. "If a key outside the range of the suspect code is entered, send the voice message" Please input again "(S134, S132). When the buyer selects 0, the counselor center linker 140 connects the buyer terminal to the counseling center (S138).

If the buyer selects one of the suspect codes, the user sends a voice message, "Enter the number to enter more, or press # if it does not exist." If the purchaser enters the well code (#) key after additionally inputting the trouble suspect code, or the well key (#) key without further input, the signal processor 130 is a problem in the database interlocking unit 110. Control to call the troubleshooting data corresponding to the failure suspect data selected by the buyer from the resolution database 240 (S134, S136, S140). The database interlocking unit 110 transmits a signal indicating that there is no troubleshooting data to the signal processing unit 130 when there is no troubleshooting data corresponding to the suspected failure phenomenon data selected by the buyer on the troubleshooting database 240. Under the control of the signal processor 130, the consultation center interlocking unit 140 connects the purchaser terminals 10 and 20 to the consultation center (S140 and S138). If the troubleshooting data is present, the database interlocking unit 110 calls and receives the troubleshooting data, and the voice data synthesizing unit 150 transmits the troubleshooting data and the response message database 250 in a form that can be reproduced by voice. ) Response message combination, and voice message playback unit 130 is "***** phenomenon is *********** product, please use with confidence. Please send me a voice message ”(S142, S144). When the purchaser enters 0, the consultation center linking unit 140 connects the purchaser terminals 10 and 20 to the consultation center (S146 and S138).

The drawings and detailed description of the invention are merely exemplary of the invention, which are used for the purpose of illustrating the invention only and are not intended to limit the scope of the invention as defined in the appended claims or claims. Therefore, those skilled in the art will understand that various modifications and equivalent other embodiments are possible therefrom. Therefore, the true technical protection scope of the present invention will be defined by the technical spirit of the appended claims.

The present invention provides a return processing method using an automatic response system to prevent the return of goods that will not be returned if the buyer obtains the correct information about the product to reduce the return rate, increase the sales rate, waste of resources and manpower required for return It is effective in maximizing the profits of e-commerce operators by preventing them. In addition, by providing the buyer with the correct information on the product, it is possible to increase the satisfaction and reliability of the e-commerce service, thereby providing an environment in which the e-commerce can be more active.

When the automatic response system is used by replaying the items purchased by the purchaser in the order of recent purchase, and starting from the suspicion of high frequency of retrieval, the voice signal playback time is long, which causes inconvenience to users and reduces the utilization rate. Solved.

By providing the failure suspect data only for products with a certain amount of sales, it is possible to reduce the cost of databaseing the suspect data and problem solving data for a wide range of product types, and maximize profits for the cost of the e-commerce operators.

By continuing the present invention, e-commerce operators can build new businesses by building abundant databases, remarkably reducing return processing costs while gradually reducing service operation costs, and commercializing fault suspect databases and problem solving databases. Pioneer and profit.

Claims (25)

A database storing buyer information of each buyer, purchase product information, response messages repeatedly provided to the buyer, and suspected failure data of the goods sold and troubleshooting data thereof; And An ARS server that provides a list of suspected failure data for the specific goods from the database in response to a request for return of a specific goods of the buyer, and calls the troubleshooting data for the selected suspected failure phenomenon and provides them to the buyer; Return processing system using an automatic response system. The method of claim 1, The ARS server is a return processing system using an automatic response system, characterized in that can be linked to the consultation center. The method of claim 1, wherein the ARS server, A database interlocking unit for calling data from the database and updating the database; A voice data reproducing unit for reproducing the data called from the database as voice; And And a signal processing unit for receiving a signal input by a purchaser and controlling the database interworking unit and the voice data reproducing unit in response to the signal. The method of claim 3, The ARS server further comprises a consultation center linkage unit for connecting the purchaser terminal to the consultation center under the control of the signal processing unit. The method of claim 3, The ARS server synthesizes a signal and data input by a purchaser into voice data, combines a plurality of voice data, and further includes a voice data synthesizing unit transmitting the voice data reproducing unit. system. The method according to any one of claims 3 to 5, The database interworking unit counts the number of inquiries of the suspected failure data and updates the order of the list for providing the suspected failure data for each product in the order of the high number of inquiries. system. The method of claim 1, wherein the database, A buyer information database storing the buyer information; A purchase product information database for storing the purchase product information; A failure suspicion database that stores the failure suspicion data of each sale product; A troubleshooting database for storing the troubleshooting data corresponding to each of the failure suspect data; And Return message processing system using an automatic response system comprising a; response message database for storing the response message. The method according to any one of claims 1 to 7, The database is a return processing system using an automatic response system, characterized in that for storing only the purchase product information of the product purchased by the buyer in the last year. The method according to any one of claims 1 to 7, The purchase product information is a return processing system using an automatic response system, characterized in that for storing the order of the list in the order of the product recently purchased by the buyer. The method according to any one of claims 1 to 7, The database is a return processing system using an automatic response system, characterized in that for storing the suspected failure phenomenon data only for the product of a certain amount or more. A product selection step of selecting a product to be returned by the buyer; When the buyer selects the product, a return reason checking step of providing a list of return reasons and requiring the buyer to input; When the reason for the return is a product defect, a failure suspect selection step of providing a list of failure suspect data of the corresponding product and requesting selection; And And a problem solving method for providing troubleshooting data for the suspected failure data selected by the purchaser. The method of claim 11, And a purchaser confirmation step of receiving the purchaser's personal information and providing and confirming the purchaser information and the purchase product information. The method of claim 12, The personal information is a buyer's phone number, member number, or resident registration number return processing method using an automatic response system. The method of claim 12, wherein the buyer verification step, Providing the personal information input by the purchaser; Confirming whether or not the personal information is correct through a signal input of a purchaser; And And requesting to input the personal information again when the personal information is incorrectly input. The method of claim 11, The product selection step is a return processing method using an automatic response system, characterized in that to provide only the purchase product information of the last year. The method according to any one of claims 11 and 15, The product selection step is a return processing method using an automatic response system, characterized in that to provide the purchase product information in the order recently purchased. The method of claim 11 or 15, wherein the product selection step, Providing a brand name selected by the buyer; Confirming whether or not the brand name selected by the buyer is correct through a buyer's signal input; And And requesting to select the product again if the product name is incorrectly selected. The method of claim 11, The fault suspect selection step is a return processing method using an automatic response system, characterized in that to provide fault suspect data in the order of the high number of views. The method according to any one of claims 11 and 18, In the fault suspect selection step, the buyer can select one or more fault suspect data, the return processing method using an automatic response system. The method according to any one of claims 11 and 18, The fault suspect selection step is a return processing method using the automatic response system, characterized in that to provide the fault suspect data only for goods with a certain amount or more. The method of claim 20, In the fault suspect selection step, if there is no doubt suspect data corresponding to the product selected by the buyer, a buyer terminal is connected to a counseling center. The method of claim 20, In the fault suspect selection step, the buyer terminal is connected to the counseling center when there is no fault suspect data desired by the buyer in the fault suspect data list. The method according to any one of claims 11 and 18, In the fault suspect selection step, the buyer terminal is connected to the counseling center when there is no fault suspect data desired by the buyer in the fault suspect data list. The method of claim 11, In the step of presenting a problem solving method, if there is no problem solving data corresponding to the failure suspect data selected by a buyer, a buyer terminal is connected to the counseling center. The method of claim 11, The problem solving method suggesting step further comprises the step of providing a menu for connecting the buyer terminal to the consultation center after providing the troubleshooting data.

Images