Customer service system, customer service program, and customer service providing method

Abstract

To provide a customer service system, a customer service program and its providing method for improving the efficiency of the whole industry and customer satisfaction.SOLUTION: In the customer service system, the communication control server includes a communication protocol control unit that executes control corresponding to each communication protocol for transmitting and receiving voice information, character information, or data by a call, and the application server includes a communication history recording unit that records history data transmitted and received through the communication protocol control unit and information on the communication protocol when the history data is transmitted and received in association with each other as thread data, and a display control unit that displays a list of the thread data. The communication control server is also provided with a communication protocol switching part 110a for executing the transmission / reception of information in the communication protocol control part by the communication protocol corresponding to the selection of a manipulator or the communication protocol associated with the existing thread.SELECTED DRAWING: Figure 2

Description

[Technical Field]

[0001] The present invention relates to a customer service system that executes and records information regarding transactions to facilitate real estate transactions. [Background technology]

[0002] In recent years, customer service in real estate transactions has been significantly changed by technological advances. For example, customer relationship management (CRM) software has been developed to track interactions with customers, automate workflows, and enhance customer service, enabling real estate agents to efficiently manage customer information and increase customer satisfaction (see, for example, Patent Document 1).

[0003] Specifically, the occupancy support system disclosed in Patent Document 1 comprises an occupancy support server, a real estate company terminal owned by the real estate company, and a customer terminal owned by the prospective tenant, and the occupancy support server, real estate company terminal, and customer terminal are connected via the Internet, allowing occupancy support services to be provided to prospective tenants via the Internet. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Application Laid-Open No. 2016-192080 Summary of the Invention [Problem to be solved by the invention]

[0005] However, although the conventional occupancy support system described above is based on the premise that occupancy support services are provided through a communication network, there are still cases where telephones and faxes are used, and there is a problem in that it cannot fully accommodate customers who request communication using various communication protocols, such as the diversification of communication software and communication apps that has occurred in recent years.

[0006] In recent years, tools for exchanging personal information, such as e-mail, have become popular as a means of communicating information in real estate transactions, and social networking services, such as social networking services (SNS), have been provided and are becoming popular as new communication tools. Therefore, if customer support cannot handle the wide variety of communication methods available in real estate transactions, the following problems may arise.

[0007] In particular, real estate transactions are high-value transactions and timing is crucial, so accurate and prompt information exchange is essential. Therefore, if customer support is limited to specific communication methods, customers may not be able to contact them immediately, which could result in important transaction opportunities being missed. Furthermore, if multiple communication methods cannot be managed efficiently and centrally, customer inquiries and information may be scattered across different platforms, making it difficult to keep track of information, increasing the likelihood of misunderstandings and misinformation, and making it impossible to ensure safe and prompt transactions.

[0008] Furthermore, because customers have a strong desire to receive services through their preferred and most convenient means of communication, limiting communication to specific channels may cause inconvenience to customers and reduce customer satisfaction. For example, young people tend to prefer social media and instant messaging apps, and if support is not provided through these channels, there is a risk of losing market opportunities, such as missing the chance to approach new customer segments.

[0009] In view of the above problems, the present invention aims to provide a customer service system, a customer service program, and a method for providing customer service that can integrate and centrally manage a variety of new communication methods, enable more flexible and diverse access to customer support in the real estate industry, and provide customer-centric services, thereby improving efficiency throughout the industry and improving customer satisfaction. [Means for solving the problem]

[0010] In order to solve the above problems, the present invention provides a customer service system that executes and records the exchange of information related to processing for advancing real estate transactions, a communication protocol control unit that executes control corresponding to each communication protocol for transmitting and receiving voice information, text information, or data via a call; a communication history recording unit that records, as thread data, history data transmitted and received through the communication protocol control unit and information about the communication protocol used to transmit and receive the history data; a display control unit that displays a list of the thread data; a communication protocol switching unit that causes the communication protocol control unit to transmit and receive information using a communication protocol selected by an operator or a communication protocol associated with existing thread data; The present invention is characterized by comprising:

[0011] The present invention also provides a method for providing customer service by executing and recording the exchange of information relating to processing for real estate transactions via a computer connected to a communication line, the method comprising: a communication protocol control step in which a communication protocol control unit executes control corresponding to each communication protocol for transmitting and receiving voice information, text information, or data by telephone through the communication line; a communication history recording step in which a communication history recording unit records, as thread data, history data transmitted and received via the communication protocol control unit and information about the communication protocol used to transmit and receive the history data in association with each other; a display control step in which a display control unit displays a list of the thread data; a communication protocol switching step in which a communication protocol switching unit executes transmission and reception of information in the communication protocol control unit using a communication protocol selected by an operator or a communication protocol associated with existing thread data; The present invention is characterized by comprising:

[0012] In the above invention, an approval interface distribution unit distributes an approval interface for approving a predetermined procedure via a communication network; a link insertion unit that adds link information for connecting to the approval interface to the thread data; an approval processing management unit that acquires an approval operation on the approval interface or a processing result based on the operation as the thread data and records the acquired thread data in the communication history recording unit; It is preferable that the device further comprises:

[0013] In the above invention, it is preferable that the system further includes a contract execution unit that executes a real estate transaction, and that the contract execution unit executes the transaction in accordance with the approval operation in the approval processing management unit. Furthermore, in the communication history recording step, it is preferable that the communication history recording unit records voice information from the call and related information related to the voice information as the history data in the thread data, and that the related information includes character information that has been recognized and converted into text by the voice information. [Effects of the Invention]

[0014] According to the present invention, by integrating and centrally managing a variety of new communication methods, it is possible to provide more flexible and diverse access to customer support in the real estate industry and provide customer-centric services, thereby improving the efficiency of the entire industry and improving customer satisfaction.

[0015] In more detail, according to the present invention, the communication protocol control unit enables smooth transmission and reception of voice, text, and data between different communication protocols, allowing customers to freely choose their preferred communication means, thereby improving customer satisfaction. Also, the communication history recording unit records the details of the communication protocol used in association with the transmitted and received information, making it possible to track which protocol was used and when, improving the consistency of information and ease of tracking.

[0016] Furthermore, since the display control unit displays all thread data in a list, an operator such as a customer service operator can quickly access the information they need, improving response efficiency.The communication protocol switching unit allows the operator to instruct the transmission and reception of new information based on the communication protocol associated with the existing thread data, so the operator can continue communication without being aware of the type of communication protocol, making collaboration with customers even smoother.

[0017] Furthermore, in the present invention, if an approval interface distribution unit and a contract execution unit are provided, approval procedures and contract execution can be digitized, making the real estate transaction process faster and more accurate. In this case, by recording the approval operation and its results as thread data, the legality and transparency of the transaction are maintained, making future audits and reviews easier, significantly improving the efficiency of real estate transactions, strengthening communication with customers, improving the quality of customer support in the real estate industry, and contributing to improved competitiveness by streamlining business processes. [Brief explanation of the drawings]

[0018] [Figure 1] 1 is a block diagram of a customer service system according to an embodiment. [Figure 2] 2 is a block diagram showing the internal configuration of each device in the customer service system according to the embodiment. FIG. [Figure 3]FIG. 2 is an explanatory diagram showing the data configuration of a customer service database according to the embodiment. [Figure 4] FIG. 2 is a sequence diagram showing an operation during communication of the customer service system according to the embodiment. [Figure 5] FIG. 10 is a sequence diagram showing the operation of the customer service system according to the embodiment during a contract approval procedure. [Figure 6] FIG. 2 is an explanatory diagram showing a display screen of the customer service system according to the embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0019] A customer service system according to an embodiment of the present invention will be described with reference to the drawings. In this embodiment, a real estate customer service system that mediates real estate transactions will be described as an example of a customer service system. However, the present invention is not limited to this, and can be applied to customer support in financial services such as securities companies and insurance companies, retail businesses such as online shopping sites and brick-and-mortar stores, educational institutions such as schools and online education platforms, public services such as government and electricity, gas, and water, and the tourism industry, including reservation management for travel agencies and hotels.

[0020] (Overview of customer service system) An embodiment of the present invention will be described in detail with reference to the drawings. FIG. 1 shows the configuration of a customer service system to which the present invention is applied. As shown in the figure, the customer service system is a system that connects to the customer service system in response to operations by customers Ca to Cg. Specifically, the customer service system includes a communication control server 100, an application server 200, a database 300, and a real estate contract management server 400, and is connected to an IP network 70 and to a general public line / mobile communication network 80 via a gateway 90.

[0021] Here, the IP network 70 is a communication network that transmits information using the Internet Protocol, and is typically a distributed communication network constructed by interconnecting various communication lines using the communication protocol TCP / IP such as the Internet, and this Internet 3 also includes intranets (corporate networks) and LANs and Wi-Fi networks within designated areas (companies, homes, etc.).On the other hand, the general public line / mobile communication network 80 is a telephone line that carries voice calls such as landlines and mobile communications, and includes wireless communication networks, and is a general communication network constructed by interconnecting public lines such as telephone lines, ADSL lines, and optical lines, dedicated lines, and wireless communication networks such as 3G, LTE, and 5G.

[0022] The gateway 90 converts data formats, protocols, and other data between the IP network 70 and the general public line / mobile communication network 80 to enable communication between them. Specifically, the gateway 90 converts data between systems that use different formats and data structures to enable data exchange between networks that use different communication protocols, and controls network traffic routing. It also manages bandwidth, distributes load, and defines security boundaries. The gateway 90 also has a PBX (Private Branch Exchange) function as an internal telephone exchange within the company, allocating calls and data communications to the internal telephones and PCs of operators working within the company.

[0023] Figure 2 is a block diagram showing the functional configuration of the communication control server 100, multiple application servers 200, and real estate contract management server 400 provided in the customer service system 10, and Figure 3 is an explanatory diagram showing a schematic diagram of the data structure within the database 300.

[0024] As shown in FIG. 2, the communication control server 100 includes a communication protocol control unit 110 connected to an IP network 70 and a general public line / mobile communication network 80 via a gateway 90, and a communication protocol integration unit 120. The communication protocol control unit 110 is a module that executes control corresponding to each communication protocol for sending and receiving voice information, text information, or data via telephone calls. The communication protocol control unit 110 includes a communication protocol switching unit 110a, which is a module that causes the communication protocol control unit 110 to send and receive information using a communication protocol selected by an operator or a communication protocol associated with existing thread data. The communication protocol integration unit 120 also includes an API control unit 120a.

[0025] More specifically, the communication protocol control unit 110 receives input signals from the IP network 70 and the general public line / mobile communication network 80 via the gateway 90, and the communication protocol switching unit 110a switches the corresponding communication protocol based on the received communication protocol to receive data such as voice calls, chat messages, emails, etc. The received data is converted into a common (or standard) protocol, and the format is adjusted as necessary before being input to the communication protocol integration unit 120.

[0026] The communication protocol integration unit 120 organizes the shared received data together with related communication protocol information as thread data and stores it in the database 300 via the communication history recording unit 223. This thread data includes information about the sender and receiver, a timestamp of the communication, the content of the communication, etc. At this time, if the call voice data is recorded on the application server 200 side, it is linked to the communication content within this thread data and stored.

[0027] The API control unit 120a is a module that provides a set of API endpoints for communicating with external applications and other system components. When an API request is received within an application, it forwards the request to the appropriate service or data, provides security and access control for all API requests, monitors whether the API request is being accessed with valid authentication information and appropriate permissions, analyzes requests from the API, and invokes appropriate internal processing routines and database queries to execute the requested operation. The API control unit 120a also converts data into a format that can be understood by external systems, converts received data into a format appropriate for internal processing, and converts internal data into a format required by the external system.

[0028] The application server 200 includes a service execution unit 210 and a web server function unit 220. The service execution unit 210 is a module that provides a cloud application for customer support, and includes a security management unit 224, a communication history recording unit 223, a display control unit 222, and a link insertion unit 221.

[0029] The security management unit 224 includes an authentication system, access control mechanisms, data encryption services, and an intrusion detection system, and is responsible for managing user identities, managing sessions, and enforcing security policies. Specifically, the security management unit 224 monitors access attempts to the customer support application, verifies users through authentication and authorization processes, encrypts both transmitted and stored data, protects data integrity and confidentiality, and continuously monitors security logs to detect unauthorized access or unusual activity and issues alerts as necessary.

[0030] The communication history recording unit 223 is a module that associates history data transmitted and received via the communication protocol control unit 110 with information about the communication protocol used to transmit and receive the history data and records the associated data as thread data. The communication history recording unit 223 according to this embodiment has a database management function and a log management function, and records communication content, such as voice, text messages, and emails, exchanged between customer support and customers. The communication history recording unit 223 also collects communication data related to user sessions in real time, tags the communication data for search and tracking, enables efficient data search and analysis, and stores the data in an appropriate format in the database 300. The communication history recording unit 223 records voice information from calls and related information related to the voice information as history data in the thread data, and the related information includes text information converted from recognized voice information.

[0031] The display control unit 222 is a module that controls the GUI (Graphical User Interface) of the customer support software running on the application server 200. Specifically, it includes a user interface framework and a rendering engine that manage data visualization, dynamic generation of UI components, and application of responsive design. In this case, the display control unit 222 generates dashboards and reports that can be customized according to customer needs and supports data visualization.

[0032] The link insertion unit 221 is a module that adds, to the thread data, a URL for accessing an approval interface, such as a website page on the Internet, for the user's own approval procedure required for real estate transactions. The approval operation on this approval interface or the processing results based on said operation are acquired as thread data by the approval processing management unit and recorded in the database 300 via the communication history recording unit 223.

[0033] Specifically, the link insertion unit 221 is a module that works in conjunction with the communication history recording unit 223 and the communication protocol integration unit 120 content management system (CMS) to dynamically insert links into text, email, and other customer support communications, and includes a link generation engine function and an association logic function. The added links may include the approval interface described above, as well as links to customer support messages and resources such as related help articles, FAQ pages, and tutorial videos.

[0034] The Web server function unit 220 is a function unit that performs Web front-end processing and can be configured, for example, with a server OS or application. This Web server can be a server computer or software with that function that transmits information such as HTML (HyperText Markup Language) files, image files, and music files in a document system such as the WWW (World Wide Web), and stores information such as HTML documents and images, and transmits this information over a communications network in response to requests from client software such as a Web browser.

[0035] The Web server function unit 220 presents a window W1, which is a GUI for this customer support software, on the communication network, as shown in Fig. 6. This window W1 displays a thread list 41b that displays a list of thread data, and includes a communication history window 41d that displays the communication content corresponding to selected thread data, a text box 41c for inputting text or files related to transmission, and a control window 41a for filtering and sorting the list.

[0036] The thread list 41b displays a list of information about sent and received emails, messages, and voice calls (such as communication type, date and time of receipt (date and time of sending), sender (destination), etc.) as a history. By selecting a sorting type in the control window 41a, the list can be filtered or sorted according to the selected type. Each thread also displays an interface with iconized shortcuts to frequently used commands, the status of whether the operator has responded (responded, not responded, etc.), and a flag mark indicating the level of urgency. Each thread can also display a column displaying marks related to approval processing, and this column displays the status of the approval processing (requesting, approved, opened, completed). When the status indicates an approval request, such as "requesting," the approval procedure can be easily carried out by clicking the mark.

[0037] In addition, a check box 41f for sending an approval request to the communication partner is displayed in the text box 41c, allowing the approval request to be sent easily by any communication means. At this time, by checking the check box 41f, the necessary authentication page is created, and a button with a link to the URL of that page is displayed in the thread list, and the status is automatically displayed.

[0038] The communication protocol integration unit 120 then integrates the thread data and records it in the database 300 on the application server 200 side, and also displays a list of threads through the display control unit 222, centrally manages all communication data, and executes control to display a collection of threads on the user interface.

[0039] To display this on the user interface, the application server 200 provides the integrated thread data to a PC or smartphone, which is the front end accessed by the user (here, a customer support service operator), via the web server function unit 220. This allows data from multiple communication protocols to be displayed in thread format on a single screen, making it easy for each operator to track each communication event.

[0040] In addition, the communication protocol integration unit 120 updates the thread database in real time when new communication data is received, so that the information displayed on the user interface is always kept up to date and appropriate information is provided even while a conversation with a customer is in progress.

[0041] The thread data accumulated in this way in database 300 can be used to analyze customer behavior patterns and communication trends, and the generated analysis reports can be used to support business decision-making and improve customer service strategies. Based on user feedback, the application server's functions and user interface can be regularly updated and improved, making it possible to flexibly respond to changing business environments and customer needs.

[0042] Furthermore, a database 300 is connected to these application servers 100 and 200 via a network, so that the data in the database 300 can be shared.

[0043] Database 300 is a communication history recording unit that records, as thread data, history data of voice information, text information, or data transmitted and received via telephone calls, in association with information about the communication protocol used to transmit and receive each piece of history data. Specifically, the history data includes the specific content of each communication session, such as the start and end times of a voice call, the duration of the call, and identification information of the caller and recipient. In the case of data communication or transmission and reception of text information, the data includes the amount of data transmitted and received, a summary of the content (if available), and the date and time of transmission and reception. Meanwhile, the information about the communication protocol includes the type of communication protocol used (e.g., SIP or RTP for VoIP protocols, TCP / IP or HTTP for data communication, etc.) and specific session settings for that protocol (e.g., security settings, port numbers, session IDs, etc.).

[0044] In database 300, this historical data and information about communication protocols are grouped and hierarchically organized into a single "thread" along with associated information about which communication protocol each piece of historical data used, making it easy to track and analyze a series of communication activities. Thread data can represent a single communication session or a sequence of multiple related communication sessions, showing how each communication event is connected. Additionally, additional information related to the communication session, such as metadata about the geographic location where the communication occurred, the device type, operating system, and application version, can also be recorded.

[0045] The database 300 according to this embodiment also functions as a user database, and stores information about customer users, including, for example, the following information: (1) User identification information User ID: An ID to uniquely identify a user. Username or Real Name: Your actual username or the username used within the system. Organization Information: The department or team name to which the user belongs. (2) Contact information Phone Number: The user's landline or mobile phone number. Email address: Your business or personal email address. Address Information: The user's office or home address. (3) Device information Device ID: An ID that identifies the device used by the user. Device type: smartphone, tablet, desktop PC, etc. Operating System: The device's operating system information. (4) Access information Login Time: The date and time the user logged into the system. Last Activity Time: The date and time when the user last had an activity. Session ID: A unique ID to identify a user's login session. (5) Security Information Authentication method: The method used to authenticate the user, such as password, two-factor authentication, or biometric authentication. Access rights: The extent of data and functionality a user can access. (6) Information related to communication history Communication event links: References to communication events in which the user was involved. Involved communication protocols: The protocols used in the communications involving the user. Content of communications: call summaries and message snippets (sensitive information excluded).

[0046] The real estate contract management server 400 described above is a server device that supports and manages real estate transaction contracts online for real estate agents and customers, and has the function of efficiently managing a wide range of elements in the real estate transaction process and providing users with safe and highly transparent services. In this embodiment, the real estate contract management server 400 is linked to a real estate transaction recording unit 500, which is a database, and is configured to accumulate information related to real estate transactions. This real estate transaction recording unit 500 can be, for example, a distributed ledger-type database server that uses a mechanism such as a cloud database service or a blockchain system.

[0047] Specifically, the real estate contract management server 400 has the following functions: (1) Management and digital storage of contract documents: This service securely stores real estate transaction contracts, sales contracts, lease agreements, and other related legal documents in a digital format, allowing stakeholders to access them as needed under security management. It also provides document version control and the ability to track revision history. (2) Transaction Processing and Monitoring: The real estate contract management server 400 automates the contract approval process and has the function of monitoring the progress of each step of the contract in real time. It also has an alert function for any violations or delays of contract terms, and can immediately notify related stakeholders. (3) Payment Management: The real estate contract management server 400 may interface with financial institution systems to manage payment schedules for purchase amounts, down payments, loan payments, management fees, and other related fees, and automatically track payment progress. The real estate contract management server 400 may also integrate reminder functions and escalation processes for late or missed payments. (4) Customer database management: Centralize customer contact information, purchase history, customer needs and preferences, and past transaction records.

[0048] Specifically, the real estate contract management server 400 according to this embodiment includes a contract execution unit 410 and a contract management unit 420. The contract management unit 420 includes an approval interface distribution unit 421, an approval processing management unit 422, and a security management unit 423.

[0049] The contract execution unit 410 is a module that executes real estate transactions. In this embodiment, the transaction is executed in accordance with the approval operation of the approval processing management unit 422. The contract execution unit 410 automates each stage of a real estate transaction online, automatically progressing the transaction based on the approved contract terms, including payment of the price, exchange of title deeds, and registration procedures. It monitors the progress of each phase of the transaction and provides updates on the current transaction status to the parties involved. The contract execution unit 410 also has the ability to synchronize and maintain consistency of data, such as the data and status of the parties involved in the transaction, and synchronizes information with related databases and external systems while maintaining consistency between the contract data and transaction execution data.

[0050] As the transaction progresses through each stage, the contract execution unit 410 ensures that the transaction is progressing in compliance with the terms and conditions of each stage and regulatory requirements, while also sending notifications and alerts to all relevant parties (including the real estate seller, buyer, and relevant legal and financial institutions). The contract management unit 420 also manages an archive of all documents and digital records related to each transaction. These functions also work closely with other systems and platforms related to real estate transactions to ensure the integrity of information and efficient data flow. This allows the contract execution unit to update transaction-related information in real time, ensuring that all parties have access to the latest information.

[0051] The Contract Execution Department 410 manages these complex tasks and processes under the direction of the Approval Processing Management Department 422, ensuring the transparency, efficiency, and legality of real estate transactions. As such, the Contract Execution Department is a core department in the real estate transaction process, and is the foundation for ensuring the smooth progress of each stage of the transaction.

[0052] The contract management unit 420 is a module that centrally manages various processes related to contracts and streamlines their operation. Specifically, the contract management unit 420 manages the online creation, modification, update, storage, and approval process of contracts, and also performs monitoring functions to ensure compliance with legal and regulatory requirements necessary for contract compliance and execution.

[0053] The approval interface distribution unit 421 is a module that distributes an approval interface for approving a predetermined procedure over a communication network. This approval interface distribution unit 421 is a module that includes a web server function that distributes a secure web page corresponding to a specific real estate transaction over a communication network. The contracting parties access this approval interface distribution unit 421 by following a URL link sent via email or messaging service, and carry out the approval procedure on the web page.

[0054] Specifically, the approval interface distribution unit 421 primarily handles interface customization and generation, security and access management, approval process management, and data recording and tracking. For interface customization and generation, it generates customized web pages that reflect the contract content and terms based on pre-defined templates for each real estate transaction, providing an approval interface tailored to the characteristics of each transaction. In addition to using templates, it also generates dynamic content, dynamically changing the content based on the transaction details, allowing parties to perform approval operations based on the latest information. For security and access management, it uses encryption protocols such as SSL / TLS to protect communications between the user's browser and the server, implements a user authentication system to ensure that only parties with the correct credentials are allowed access, and uses two-factor authentication and digital signature technology to ensure the accuracy and authority of approvals.

[0055] Furthermore, in managing the approval process, the approval interface distribution unit 421 provides an interface that is easy for users to understand in order to realize interactive operations, and clarifies the steps from inputting required information and confirming contract terms to the final approval operation (for example, clicking the "Agree" button). Regarding data recording and tracking, the approval interface distribution unit 421 records details of approval operations, such as transaction logs, making it possible to track who performed what operation and when, ensuring its function as legal evidence, maintaining audit trails, recording all approval processes and their results, and making it possible to provide information required for subsequent audits and reviews. The approval interface distribution unit 421 efficiently and safely provides a secure contract interface required for specific real estate transactions, ensuring the legal validity and transparency of the transactions.

[0056] The approval processing management unit 422 is a module that records approval operations on the approval interface or processing results based on the operations in the communication history recording unit 223 so that they are reflected in the thread data. For example, in managing various approval operations performed in the approval interface and related processes, the approval processing management unit 422 monitors and records all approval activities, including operations in which users (their own companies, such as sellers and buyers involved in transactions) agree to contract terms through the approval interface and approve them, and also collects processing results based on these operations and reflects them in the thread data.

[0057] More specifically, the approval processing management unit 422 acquires approval operations performed by customers, who are parties to the transaction, or authorized staff of business operators, in real time through the approval interface, and records the processing results, such as approval and changes to contract terms, based on the operations as digital data. This acquired data is organized along with related communication details and timestamps and recorded in the real estate transaction recording unit 500, and is also securely stored in the database 300 on the application server 200 side via the communication history recording unit 223 for later audits and confirmation. Through this process, the approval processing management unit 422 plays a role in ensuring the transparency and traceability of approvals in the real estate contract process, and by accurately recording the approved content and managing it so that it can be quickly accessed as needed, the integrity of contract-related communications and documents is improved.

[0058] The security management unit 423 is a module responsible for protecting the security and integrity of real estate contract information. Specifically, it implements access control, data encryption, and an intrusion detection system to prevent unauthorized access and data leaks. It also ensures the safe storage and transmission of contract-related data and monitors compliance with security policies and protocols across the system. This ensures the confidentiality of customer data and contract details, enabling highly reliable transactions.

[0059] (Call control method) The call control method of the present invention can be implemented by operating the customer service system 10 having the above configuration. FIG.

[0060] Communication is initiated from the user terminal to the support system. Specifically, the user selects any device or software, such as PC software, a smartphone app, or a telephone, to initiate a call or execute a chat, message app, or email (S101-S102). In the case of a call or SMS, voice signals are transmitted and received via the general public line / mobile communication network 80 using a call communication protocol. In the case of a chat, message app, or email, information is transmitted via the IP network 70 using the Internet Protocol. These communication signals are received by the communication control server 100 and application server 200 from the IP network 70 or the general public line / mobile communication network 80 via the gateway 90. In the case of a voice call, the call or data communication is assigned to a smartphone 203, an extension phone 201, or a PC 202 used by an internal or external operator Op1-4 through the PBX function of the gateway 90 as an internal telephone exchange.

[0061] Upon receiving such an incoming call from the user terminal, the communication control server 100 on the support system side executes communication protocol control (S201). Specifically, the communication protocol control unit 110 executes control corresponding to each communication protocol for transmitting and receiving voice information via a call, or text information or data being transmitted and received. At this time, the communication protocol switching unit 110a executes transmission and reception of information via various communication protocols, using the communication protocol selected by the operator or the communication protocol associated with existing thread data. Here, the communication protocol switching unit 110a determines whether or not the call is a call (S202). If it is a call ("Y" in S202), the communication protocol is switched to the communication protocol for the call, the call voice is recorded (S203), and information about the call is entered by the operator (S204). On the other hand, if it is not a call ("N" in S202), the communication protocol is switched to the communication protocol corresponding to various programs (software or applications) for data transmission and reception, and data transmitted from the user terminal side is received (S205).

[0062] Next, thread data is generated and a communication history is recorded (S206), and the generated thread data is displayed in a list (S207). More specifically, the communication protocol integration unit 120 converts the received data into a protocol common to the system by the communication protocol control unit 110, and stores the commonized received data together with related communication protocol information as thread data in the database 300. This thread data includes information about the sender and receiver, a timestamp of the communication, the content of the communication, etc., and when call voice data is recorded, it is linked to the communication content within this thread data and stored.

[0063] At this time, the API control unit 120a in the communication protocol integration unit 120 generates a series of API endpoints for communicating with external applications and other system components, and when an API request is received within the application, it forwards the request to the appropriate service or data, provides security and access control for all API requests, analyzes the request from the API, and invokes the appropriate internal processing routines or database queries to perform the requested operation.

[0064] Next, an operation to reply to the received thread data is executed (S208). As shown in Fig. 6, this operation is performed by selecting any thread data from the thread data displayed in the thread list 41b on the GUI window W1 of the customer support system, so that the communication protocol used by the user terminal that sent the message is automatically selected and switched to the communication protocol for the application used by the sender (S209), and a reply is executed (S210).

[0065] Specifically, communication is initiated from the customer service side to the customers Ca to Cg in response to operations by operators Op1 to Op4. At this time, by selecting any thread data, the system references the communication protocol, software, application, or device used in previous communications related to that thread and switches to the appropriate communication protocol. For example, in the case of calls or SMS, voice signals are transmitted via the general public line / mobile communication network 80 using a communication protocol for calls or SMS. In the case of chat, messaging apps, or email, information is transmitted via the IP network 70 using the Internet Protocol or the like.

[0066] These communication signals are sent via gateway 90, selectively to IP network 70 or general public line / mobile communication network 80, and are received by user terminals 20a to 20d or 30e to 30g, which are the communication destinations. Upon receiving such an incoming call from the customer service side, the customer's user terminal processes it using various corresponding applications according to the normal sequence.

[0067] Next, the operation when carrying out the approval procedure will be described. Figure 5 shows the operation of the approval process in the customer service system 10. As shown in the figure, first, by performing an approval request operation on the support system side (S401), a link to a web page that serves as an approval interface is generated, and thread data corresponding to the chat, message, or email that is inserted (S402) is generated (S403).

[0068] When an operator executes a sending operation through this thread data, the communication history for that thread data is referenced (S404), the communication protocol selected on the user terminal of the recipient is read and switched (S405), and the sending or calling process is executed (S406). This sent or called message or email is received by the user terminal (S301), and the user initiates an approval operation (S302). This approval operation is, for example, a selection operation such as tapping or clicking on a URL inserted in the received message or email. This selection operation on the URL launches, for example, web browser software, transitions to a web page as an approval interface specified by the URL (S303), and the approval page is presented (S407).

[0069] Specifically, the approval interface distribution unit 421 distributes an approval interface for approving a predetermined procedure over a communication network. At this time, the approval interface distribution unit 421 distributes a secure web page corresponding to a specific real estate transaction over the communication network using its web server function, and the contracting parties access this approval interface distribution unit 421 by following a URL link sent via email or messaging service, and then access the web page.

[0070] Next, the contract execution process is performed on the web page that serves as the presented approval interface (S408). When this contract is executed, approval processing by the user is required. To execute this approval process, the approval processing management unit 422 acquires the approval operation on the approval interface or the processing results based on the operation as thread data and records it in the communication history recording unit 223. In this contract execution process, the approval processing management unit 422 manages the various approval operations performed on the approval interface and the processes related thereto, monitors and records all approval activities, including operations in which users (their own companies, such as sellers and buyers, who are involved in transactions) agree to the contract terms through the approval interface and approve them, and also collects the processing results based on these operations and reflects them in the thread data.

[0071] Upon completion of this approval process, the server confirms and records the transaction (S409), updates the thread data (S410), and notifies the user that approval has been completed (S412). This approval completion notification also selects and switches the communication protocol (S412), and sends the approval completion notification (S413). When this approval completion notification is received by the user terminal (S304), the contract is completed.

[0072] (Action and effect) According to the present embodiment described above, new and diverse communication methods are integrated and centrally managed, enabling more flexible and diverse access to customer support in the real estate industry, and providing customer-centric services, thereby improving the efficiency of the entire industry and customer satisfaction.

[0073] More specifically, according to the present invention, the communication protocol control unit 110 allows smooth transmission and reception of voice, text, and data between different communication protocols, allowing customers to freely choose their preferred communication means, thereby improving customer satisfaction. Also, the communication history recording unit 223 records the details of the communication protocol used in association with the transmitted and received information, making it possible to track which protocol was used and when, improving the consistency of information and ease of tracking.

[0074] Furthermore, since the display control unit 222 displays all thread data in a list, an operator such as a customer service operator can quickly access the information they need, improving response efficiency.The communication protocol switching unit 110a allows the operator to instruct the transmission and reception of new information based on the communication protocol associated with the existing thread data, so the operator can continue communication without being aware of the type of communication protocol, making collaboration with customers even smoother.

[0075] Furthermore, in this embodiment, the approval interface distribution unit 421 and the contract execution unit 410 are provided, so that the approval procedures and contract execution can be digitized, making the real estate transaction process quick and accurate. In this case, by recording the approval operation and its results as thread data, the legitimacy and transparency of the transaction are maintained, making future audits and reviews easier, significantly improving the efficiency of real estate transactions, strengthening communication with customers, improving the quality of customer support in the real estate industry, and contributing to improved competitiveness by streamlining business processes.

[0076] The present invention is not limited to the above-described embodiments, and the components can be modified and embodied in practice without departing from the spirit of the invention. Furthermore, various inventions can be created by appropriately combining the multiple components disclosed in the above-described embodiments. For example, some components may be omitted from all the components shown in the embodiments. [Explanation of symbols]

[0077] Ca~Cg…Customer Op1~4...Operator W1...Window 3. Internet 10...Customer Service System 20a~20d...User terminal 41a…Control window 41b...Thread list 41c…Text box 41d…Communication history window 41f...Checkbox 70…IP network 80...General public lines and mobile communication networks 90...Gateway 100...Communication control server 110...Communication protocol control unit 110a...Communication protocol switching unit 120...Communication Protocol Integration Unit 120a...API control section 200...Application Server 201...Internal phone number 202...PC 203...Smartphone 210...Service Execution Department 220...Web server function section 221...Link insertion part 222...Display control unit 223…Communication history recording section 224...Security Management Department 300...Database 400...Real estate contract management server 410...Contract Execution Department 420…Contract Management Department 421...Authorization Interface Distribution Department 422...Approval Processing Management Department 423...Security Management Department 500...Real Estate Transaction Records Division

Claims

1. A customer service system that executes and records information regarding transactions to facilitate real estate transactions, a communication protocol control unit that executes control corresponding to each communication protocol for transmitting and receiving voice information, text information, or data by telephone; a communication history recording unit that records, as thread data, history data transmitted and received through the communication protocol control unit and information about the communication protocol used to transmit and receive the history data; a display control unit that displays a list of the thread data; a communication protocol switching unit that causes the communication protocol control unit to transmit and receive information using a communication protocol selected by an operator or a communication protocol associated with existing thread data; A customer service system comprising:

2. an approval interface distribution unit that distributes an approval interface for approving a predetermined procedure via a communication network; a link insertion unit that adds link information for connecting to the approval interface to the thread data; an approval processing management unit that acquires an approval operation on the approval interface or a processing result based on the operation as the thread data and records the acquired thread data in the communication history recording unit; The customer service system of claim 1 further comprising:

3. Further comprising a contract execution unit for executing real estate transactions; The contract execution unit executes the transaction in accordance with the approval operation in the approval processing management unit.

3. The customer service system of claim 2.

4. the communication history recording unit records the voice information from the call and related information related to the voice information as the history data in the thread data, and The related information includes text information that is generated by recognizing the voice information.

2. The customer service system of claim 1.

5. A customer service program for executing and recording transaction information for advancing real estate transactions, comprising: a communication protocol control unit that executes control corresponding to each communication protocol for transmitting and receiving voice information, text information, or data via a call; a communication history recording unit that associates history data transmitted and received through the communication protocol control unit with information about the communication protocol used to transmit and receive the history data, and records the resulting data as thread data in a storage medium; a display control unit that displays a list of the thread data; a communication protocol switching unit that causes the communication protocol control unit to transmit and receive information using a communication protocol selected by an operator or a communication protocol associated with existing thread data; A customer service program characterized by functioning as a

6. The computer an approval interface distribution unit that distributes an approval interface for approving a predetermined procedure via a communication network; a link insertion unit that adds link information for connecting to the approval interface to the thread data; an approval processing management unit that acquires an approval operation on the approval interface or a processing result based on the operation as the thread data and records the acquired thread data in the communication history recording unit; 6. The customer service program according to claim 5, further functioning as:

7. The computer further functions as a contract execution unit that executes real estate transactions; The contract execution unit executes the transaction in accordance with the approval operation in the approval processing management unit.

7. The customer service program of claim 6.

8. the communication history recording unit records the voice information from the call and related information related to the voice information as the history data in the thread data, and The related information includes text information that is generated by recognizing the voice information.

6. The customer service program of claim 5.

9. A method of providing customer service that executes and records the exchange of information regarding the processing of real estate transactions through a computer connected to a communication line, a communication protocol control step in which a communication protocol control unit executes control corresponding to each communication protocol for transmitting and receiving voice information, text information, or data by telephone through the communication line; a communication history recording step in which a communication history recording unit records, as thread data, history data transmitted and received via the communication protocol control unit and information on the communication protocol used to transmit and receive the history data in association with each other; a display control step in which a display control unit displays a list of the thread data; a communication protocol switching step in which a communication protocol switching unit executes transmission and reception of information in the communication protocol control unit using a communication protocol selected by an operator or a communication protocol associated with existing thread data; A method for providing customer service, comprising:

10. an approval interface distribution step in which an approval interface distribution unit distributes an approval interface for approving a predetermined procedure via the communication network; a link insertion step in which a link insertion unit adds link information for connecting to the approval interface to the thread data; an approval processing management step in which an approval processing management unit acquires an approval operation on the approval interface or a processing result based on the operation as the thread data and records the acquired thread data in the communication history recording unit; The method of claim 9, further comprising:

11. The method further includes a contract execution step in which the contract execution unit executes a real estate transaction, The contract execution unit executes the transaction in accordance with the approval operation in the approval processing management unit.

11. The method for providing customer service according to claim 10.

12. In the communication history recording step, the communication history recording unit records voice information from the call and related information related to the voice information as the history data in the thread data, and The related information includes text information that is generated by recognizing the voice information.

10. The customer service method of claim 9.

Images