WO2015178545A1 - Apparatus and system for ordering product using auto response service and method there of - Google Patents

Abstract

The present invention relates to an ARS order management apparatus and system and a method thereof, and according to an embodiment of the present invention, there is provided an ARS order management apparatus including: an ARS information receiving unit for receiving ARS information including order information through an ARS connection with a user terminal; a web page providing unit for providing the user terminal with a web page for inputting delivery address information; a web information receiving unit for receiving web information including the delivery address information, which is input through the web page, from the user terminal; and an information storage unit for storing the ARS information and the web information.

Description

APPARATUS AND SYSTEM FOR ORDERING PRODUCT USING AUTO RESPONSE SERVICE AND METHOD THERE OF

The present invention relates to an ARS order management apparatus and system and a method thereof, and more specifically, to an apparatus and method, in which ARS information including product order and payment information is collected through Auto Response Service (ARS), and web information including delivery address information is collected by providing a web page including the delivery address information through an application provided in a user terminal or by providing the web page including the delivery address information through a callback URL message including address information of the web page, so that a user may manage an order of a product by conveniently inputting and changing information related to the order through the ARS and the web page.

Conventionally, when a buyer purchases a product through TV home shopping, a purchase order is completed by way of a payment process if the buyer orders the product. The seller receiving a request for delivery of a paid product delivers the product to the buyer according to registered delivery address information.

However, since the conventional system puts emphasis on confirming completion of delivery, a customer cannot change a place for conveniently receiving the product.

In addition, if a customer is a new customer or wants to change delivery address information, a method of making a direct phone call to a consultant of the seller by the buyer or a method of connecting to the home page of the seller and correcting the delivery address information has a problem in that the process is troublesome or consumes too much time, and when the orderer records and leaves delivery address information in an ARS system, it is inconvenient in that the consultant should make a phone call to the orderer to reconfirm the order due to the pronunciation problem of the orderer, noises in the surrounding area or the like generated in the process of listening and converting the recorded message into text. In addition, when the order is processed through a voice recognition system, there is an issue of cost for purchasing, operating and maintaining the system, and, in addition, there are also an issue of delay of delivery and an issue of cost generated by reinforcing manpower of consultants.

Therefore, the present invention has been made in view of the above problems, and it is an object of the present invention to provide a method of allowing a customer using a user terminal to conveniently change delivery address information of an ordered product.

Another object of the present invention is to provide various menu screens on a user terminal (e.g., a smart phone) so that delivery address information of a product can be correctly and promptly registered or changed.

Another object of the present invention is to provide a product order service appropriate to the state of a user terminal by determining whether or not the user terminal using ARS is a terminal provided with a web page connection function or whether or not a specific application is installed in the user terminal.

To accomplish the above objects, according to one aspect of the present invention, there is provided an ARS order management apparatus including: an ARS information receiving unit for receiving ARS information including order information through an ARS connection with a user terminal; a web page providing unit for providing the user terminal with a web page for inputting delivery address information; a web information receiving unit for receiving web information including the delivery address information, which is input through the web page, from the user terminal; and an information storage unit for storing the ARS information and the web information.

In addition, the ARS order management apparatus may further include an identity verification unit for requesting identity verification information of a user from the user terminal, receiving the identity verification information and verifying identity of the user.

In addition, the ARS order management apparatus may further include a terminal information confirmation unit for confirming whether or not the user terminal is a terminal provided with a wireless data communication function through identification information of the user terminal, in which the identification information may be at least any one of a phone number, a device name and model information.

In addition, if it is determined through the terminal information confirmation unit that the user terminal is a terminal provided with a wireless data communication function, selection of whether or not to provide a web page may be received from the user terminal.

In addition, the ARS order management apparatus may further include a delivery address selection unit for receiving selection of a new delivery address or an existing delivery address from the user terminal, in which the delivery address selection unit may activate the web page providing unit if the new delivery address is selected by the user terminal and set previously stored address information as delivery address information if the existing delivery address is selected.

In addition, the ARS order management apparatus may further include an order completion processing unit for processing completion of an order by matching the ARS information and the web information.

In addition, the order completion processing unit may include: an order information confirmation module for confirming whether or not input of all the ARS information and the web information is completed; and an order statement creation module for creating an order statement by matching the confirmed ARS information and web information.

In addition, the order information confirmation module may process completion of the ARS information if input of all the ARS information from the user terminal is completed and initialize the ARS information input from the user terminal if input of all the ARS information from the user terminal is not completed.

In addition, the order information confirmation module may transmit an alarm to the user terminal if the web information is not normally received from the user terminal.

In addition, the alarm may be transmitted a predetermined number of times at predetermined intervals in at least any one of forms including a call connection to a consultant, a pop-up message and a callback URL message.

In addition, the order completion processing unit may further include a web information compatible module for providing the user terminal with a web page capable of inputting the web information starting from an abnormally received part of the web information if the user terminal connects to the web page through the alarm.

In addition, the web page providing unit may confirm whether or not a product order application is installed in the user terminal, and provide the web page through the product order application if it is confirmed that the product order application is installed and transmits a callback URL message including address information of the web page to the user terminal if it is confirmed that the product order application is not installed.

According to another aspect of the present invention, there is provided an order management method of an ARS order management apparatus, the method including the steps of: an ARS information receiving step of receiving ARS information including order information through an ARS connection with a user terminal; a web page providing step of providing the user terminal with a web page for inputting delivery address information; a web information receiving step of receiving web information including the delivery address information, which is input through the web page, from the user terminal; and an information storing step of storing the ARS information and the web information.

In addition, the ARS order management apparatus may further include an identity verification step of requesting identity verification information of a user from the user terminal, receiving the identity verification information and verifying identity of the user.

In addition, the ARS order management method may further include a terminal information confirming step of confirming whether or not the user terminal is a terminal provided with a wireless data communication function through identification information of the user terminal, in which the identification information may be at least any one of a phone number, a device name and model information.

In addition, if it is determined at the terminal information confirming step that the user terminal is a terminal provided with a wireless data communication function, selection of whether or not to provide a web page may be received from the user terminal.

In addition, the ARS order management method may further include a delivery address selection step of receiving selection of a new delivery address or an existing delivery address from the user terminal, in which the delivery address selection step may progress the web page providing step if the new delivery address is selected by the user terminal and set previously stored address information as delivery address information if the existing delivery address is selected.

In addition, the ARS order management method may further include an order completion processing step of processing completion of an order by matching the ARS information and the web information.

In addition, the order completion processing step may include the steps of: confirming whether or not input of all the ARS information and the web information is completed; and creating an order statement by matching the confirmed ARS information and web information.

In addition, the step of confirming whether or not input of all the ARS information and the web information is completed may process completion of the ARS information if input of all the ARS information from the user terminal is completed and initialize the ARS information input from the user terminal if input of all the ARS information from the user terminal is not completed.

In addition, the step of confirming whether or not input of all the ARS information and the web information is completed may transmit an alarm to the user terminal if the web information is not normally received from the user terminal.

In addition, the alarm may be transmitted a predetermined number of times at predetermined intervals in at least any one of forms including a call connection to a consultant, a pop-up message and a callback URL message.

In addition, if the user terminal connects to the web page through the alarm, the order completion processing step may provide the user terminal with a web page capable of inputting the web information starting from an abnormally received part of the web information.

In addition, the web page providing step may confirm whether or not a product order application is installed in the user terminal, and provide the web page through the product order application if it is confirmed that the product order application is installed and transmit a callback URL message including address information of the web page to the user terminal if it is confirmed that the product order application is not installed.

According to an embodiment of the present invention, inconvenience of directly communicating with a consultant of a seller or visiting a home page every time in order to register or change delivery address information of an ordered product using a telephone function provided in a user terminal (e.g., a smart phone) can be solved.

In addition, if a user records delivery address information through a user terminal, a consultant listens to the recorded voice and computerizes the delivery address information or recognizes the recorded voice through a voice recognition system and computerizes the delivery address information. In this case, the effort of the customer to repeat the same process due to uncertainty of the recorded voice can be relieved, and an effect of saving time, effort and cost consumed to input an order can be obtained, and a service provider may solve an issue of cost generated by reinforcing manpower of consultants and an issue of cost for purchasing, operating and maintaining the voice recognition system.

In addition, the present invention is effective in that a customer using a mobile communication terminal may conveniently change delivery address information of an ordered product by utilizing a screen display function.

In addition, the present invention may correctly and promptly register or change delivery address information of a product by providing various menu screens on the user terminal.

In addition, the present invention may provide a product order service appropriate to the type of a user by determining whether the user of a user terminal is an existing customer or a new customer.

In addition, a web page matching to the state of a user terminal can be provided by determining whether or not the user terminal is a terminal having a web page connection function and whether or not an application is installed therein based on the identification information of the user terminal. In addition, it is determined whether or not product order information is normally received from the user terminal by storing all the information related to the product order, and if the product order information is not normally received, an alarm service such as automatic call connection to a corresponding user terminal, transmission of a guide message or the like is provided, and when the user terminal is connected through the alarm service, the product order service is continued from the point where the product order information is not input so that the product order service can be normally completed.

FIG. 1 is a block diagram schematically showing each component of an ARS order management system according to an embodiment of the present invention.

FIG. 2 is a block diagram schematically showing each component of an ARS order management apparatus according to an embodiment of the present invention.

FIG. 3 is a flowchart schematically illustrating each step of an order management method of an ARS order management apparatus according to an embodiment of the present invention.

FIG. 4 is a flowchart illustrating a method of registering and changing a delivery address through ARS according to an embodiment of the present invention.

FIG. 5 is a view showing a menu screen provided on the user terminal in FIG. 4.

FIG. 6 is a flowchart illustrating a method of registering and changing a delivery address through ARS according to another embodiment of the present invention.

FIG. 7 is a view showing a menu screen provided on the user terminal in FIG. 6.

[DESCRIPTION OF SYMBOLS]

100: User terminal

200: ARS order management apparatus

210: ARS information receiving unit

221: Delivery address selection unit

230: Web page providing unit

240: Web information receiving unit

250: Information storage unit

260: Order completion processing unit

261: Order information confirmation unit

262: Order statement creation module

263: Web information compatible module

270: Identity verification unit

280: Terminal information confirmation unit

290: Service transition unit

300: Data warehouse (DW)

400: Consultant terminal

500: Seller terminal

The embodiments disclosed in this specification should not be interpreted or used as limiting the scope of the present invention. It is natural to those skilled in the art that the descriptions included in the embodiments of the specification may have various applications. Accordingly, as long as it is not limited by the claims of the present invention, certain embodiments are examples for further clearly describing the present invention and are not intended to limit the scope of the present invention to the embodiments.

Furthermore, in the drawings illustrating the embodiments of the present invention, elements having like functions will be denoted by like reference numerals and details thereon will not be repeated.

Furthermore, expressions such as ‘first, second’ and the like are expressions used only to distinguish a plurality of elements and do not limit the sequence or other features of the elements. Meanwhile, the Auto Response System (ARS) used in the present invention means a system or a service which stores a variety of information as voices, informs instructions for using the system in a voice if a user connects to the system using a phone so that the user may search for needed information, and provides needed information as a voice if the information is found.

Hereafter, the preferred embodiments of the present invention will be described in further detail with reference to the accompanying drawings.

FIG. 1 is a block diagram schematically showing each component of an ARS order management system according to an embodiment of the present invention, and FIG. 2 is a block diagram schematically showing each component of an ARS order management apparatus according to an embodiment of the present invention.

Referring to FIG. 1, an ARS order management system includes auser terminal 100, an ARSorder management apparatus 200 and a data warehouse (DW) 300.

Theuser terminal 100 is a terminal capable of performing wireless data communication, as well as a telephone function for receiving an ARS service, and although a smart phone is a representative example thereof, it is not limited thereto. Here, unlike a wired communication accomplished through a Plain Switched Telephone Network (PSTN) or a Plain Switched Data Network (PSDN), the wireless data communication means an action of performing display of a menu screen and searching for and transmitting data through a web page or the like using a portable computer such as a smart phone, a tablet PC or the like.

Theuser terminal 100 is a configuration connecting to the ARSorder management apparatus 200 by inputting a previously designated service phone number (e.g., 1588-XXXX) in order to order a product.

Theuser terminal 100 transmits, through a telephone network, a variety of information including primary information related to a product order (i.e., ARS information) and secondary information (i.e., web information) requested by the ARSorder management apparatus 200 and receives information related to each process of the product order from the ARSorder management apparatus 200 through ARS or a web page.

Details of the ARSorder management apparatus 200 will be separately described below with reference to FIG. 2.

TheDW 300 is an abbreviation of data warehouse and means an analysis-purpose database based on a large amount of data, which can be easily accessed and diversely analyzed by a user. The data warehouse (DW) 300 temporarily or permanently stores all the information related to a product order performed between theuser terminal 100 and the ARSorder management apparatus 200 under the control of the ARSorder management apparatus 200, searches for information requested by the ARSorder management apparatus 200 among the previously stored information, and provides the searched information to the ARS order management apparatus.

Referring to FIG. 2, the ARS order management apparatus according to an embodiment of the present invention includes an ARSinformation receiving unit 210, a webpage providing unit 230, a webinformation receiving unit 240 and aninformation storage unit 250.

The ARSinformation receiving unit 210 receives ARS information including product order and payment information input by a user from theuser terminal 100. Specifically, the ARSinformation receiving unit 210 receives the ARS information through a telephone network, and the ARS information includes ‘product order information’, which is information on the product itself that a user desires to order such as a product name, a product code, user identification information, a quantity of products and the like, and ‘payment information’, which is information needed for making a payment for an ordered product such as a payment means, a credit card number, a credit card PIN number, an expiry date, the number of monthly installments and the like.

The ARS order management apparatus may further include a deliveryaddress selection unit 221. The deliveryaddress selection unit 221 requests theuser terminal 100 to select either a new delivery address or an existing delivery address of a user previously stored in the data warehouse (DW) 300. If a new delivery address is selected by theuser terminal 100, the deliveryaddress selection unit 221 activates the webpage providing unit 230. On the contrary, if an existing delivery address is selected, the deliveryaddress selection unit 221 provides the existing delivery address stored in advance to an ordercompletion processing unit 260. For example, the deliveryaddress selection unit 221 provides theuser terminal 100 with a guide message saying that “An existing delivery address exists. Select ‘1’ to use the existing delivery address information as is, or select ‘2’ to input new delivery address information”. The deliveryaddress selection unit 221 provides the existing delivery address information to the ordercompletion processing unit 260 if ‘1’ is selected and activates the webpage providing unit 230 to input delivery address information.

Meanwhile, the ARS order management apparatus according to an embodiment of the present invention may further include anidentity verification unit 270 to determine whether or not to operate the ARSinformation receiving unit 210.

If a connection between theuser terminal 100 and the ARS order management apparatus is started, theidentity verification unit 270 requests and receives identity verification information of the user from theuser terminal 100 and verifies identity of the user. There is no special restriction of limiting the identity verification information to information for distinguishing users from each other, such as a name, a phone number (a home phone number, an office phone number, a phone number of a user terminal or the like), a credit card number, a residence registration number, a personal identification code and the like. Theidentity verification unit 270 transfers the identity verification information of theuser terminal 100 to the data warehouse (DW) 300 and confirms whether or not a user matching to the identity verification information exists.

For example, if there is one user matching to a specific phone number, a confirmation request message such as “If you are XXX, select 1” or the like may be provided.

Or, if two or more users are matching to the specific phone number, a confirmation request message such as “If you are AAA, select 1, or if you are BBB, select 2” or the like may be provided. In this case, if eitheruser 1 or user 2 is selected, identity of the user can be verified multiple times by additionally receiving at least one or more pieces of identity information such as a residence registration number or the like from a corresponding user. Alternatively, if it is confirmed that a user matching to the specific phone number is not stored in the data warehouse (DW) 300, the service is immediately terminated, or a membership joining guide message saying that “Try again after joining as a member.” can be provided.

The webpage providing unit 230 transmits a web page which requests input of web information including delivery address information to theuser terminal 100. That is, if all the ARS information primarily requested in ordering a product is normally received, a web page which provides a screen for inputting delivery address information is transmitted to theuser terminal 100 to receive the web information secondarily requested in ordering the product. Specifically, as shown in FIG. 7, the web page transmitted to theuser terminal 100 may be a delivery address registration screen of a form capable of inputting delivery address information such as a recipient (a person receiving the product), an address, contact information of the recipient (a phone number, a cellular phone number and the like), a note on delivery and the like. The note on delivery means information that should be referenced by a deliverer when the product is delivered, such as “Please call in case of absence”, “Please give me a notice before delivery”, “Leave it in the security office in case of absence”, “Fragile! Handle with care” or the like.

Meanwhile, the webpage providing unit 230 may transmit a web page including delivery address information to theuser terminal 100 by way of two routes. Specifically, the webpage providing unit 230 confirms whether or not a product order application is installed in theuser terminal 100. That is, the webpage providing unit 230 may transmit a request for confirming whether or not a product order application is installed to theuser terminal 100 and receive a response of the confirmation request from theuser terminal 100. If it is confirmed that a product order application is installed, a web page for inputting delivery address information is provided through the product order application.

If it is confirmed that a product order application is not installed, the webpage providing unit 230 transmits a callback URL message, which includes address information of a web page including delivery address information, to theuser terminal 100. That is, it is to confirm whether or not theuser terminal 100 can be automatically transferred to a web page including delivery address information based on whether or not the product order application is installed in theuser terminal 100 and transmit a separate callback URL message to auser terminal 100 which cannot be automatically transferred to a web page including delivery address information so that the user may receive a first web page including delivery address information by manually selecting the callback URL message. The address information of the web page included in the callback URL message may be a unique web page address which provides a delivery address information input screen associated with the ARS information input through theuser terminal 100. For example, it is possible to assume a case in whichuser 1 and user 2 receive a web page including delivery address information, which can input web information related to delivery, after input of the ARS information forproduct 1 and product 2 is completed. Since the delivery address information to be input byuser 1 and user 2 may be different from each other and the delivery address information should be associated with the ARS information input in advance, the webpage providing unit 230 providesweb page 1 including delivery address information associated with the ARS information ofproduct 1 to the user terminal ofuser 1, and provides web page 2 including delivery address information associated with the ARS information of product 2 to the user terminal of user 2.

The webinformation receiving unit 240 receives the web information including delivery address information input through the web page including the delivery address information from theuser terminal 100. The web information includes delivery address information such as a recipient (a person receiving the product), an address, contact information of the recipient (a phone number, a cellular phone number or the like), a note for delivery and the like. At this point, the webinformation receiving unit 240 may classify the web information including delivery address information and received from theuser terminal 100 by the user based on a user identification number (e.g., a phone number of a user terminal) and store the classified web information in the data warehouse (DW) 300.

Theinformation storage unit 250 receives and stores the ARS information and the web information described above from the ARSinformation receiving unit 210 and the webinformation receiving unit 240. Theinformation storage unit 250 may be connected to associate the information with the data warehouse (DW) 300.

Meanwhile, the webpage providing unit 230 described above may operate only when theuser terminal 100 is a terminal which can receive a web page. Accordingly, the ARS order management apparatus according to an embodiment of the present invention may further include a terminalinformation confirmation unit 280 and aservice transition unit 290.

The terminalinformation confirmation unit 280 confirms whether or not theuser terminal 100 is a terminal having a wireless data communication function based on the identification information of theuser terminal 100 which receives ARS service. The identification information means information unique to theuser terminal 100, such as a phone number, a device name, model information or the like. For example, the terminalinformation confirmation unit 280 transmits the phone number, which is one of identification information of theuser terminal 100, to the server of a communication company, and the server of the communication company may extract information on the model of theuser terminal 100 based on the transmitted phone number and determine whether or not theuser terminal 100 is provided with a wireless data communication function. The terminalinformation confirmation unit 280 may receive information on whether or not theuser terminal 100 is provided with a wireless data communication function from the server of the communication company and determine whether or not a wireless data communication function is provided in theuser terminal 100. If it is determined by the terminalinformation confirmation unit 280 that theuser terminal 100 is a terminal provided with a wireless data communication function, theservice transition unit 290 starts to operate, and if it is determined that theuser terminal 100 is not a terminal provided with a wireless data communication function, the ARS provided through a telephone network is continuously progressed since a web page cannot be provided.

If it is determined by the terminalinformation confirmation unit 280 that theuser terminal 100 is a terminal provided with a wireless data communication function, theservice transition unit 290 requests theuser terminal 100 to select either an ARS progress mode or a web service mode.

If the user selects the ARS progress mode, a web page is not provided, and the ARS provided through a telephone network is continuously progressed.

On the other hand, if the web service mode is selected by theuser terminal 100, theservice transition unit 290 transits a service provided to theuser terminal 100 from the ARS progress mode to the web service mode.

Here, the web service mode means a service automatically connecting theuser terminal 100 to a web page or an app-based contents screen from which a specific mobile screen can be received. For example, theuser terminal 100 can be automatically connected to a web page or an app-based contents screen so that a user may receive an ARS service through theuser terminal 100 and receive a web page (i.e., web information) which requests input of web information including delivery address information.

The ordercompletion processing unit 260 processes completion of an order for each case of order of each user terminal by matching the ARS information received by the ARSinformation receiving unit 210 and the web information including delivery address information and received by the webinformation receiving unit 240. Specifically, the ordercompletion processing unit 260 may include an orderinformation confirmation unit 261, an orderstatement creation module 262, and a web informationcompatible module 263.

The orderinformation confirmation unit 261 may process completion of the ARS information if input of all the ARS information from theuser terminal 100 is completed, and the orderinformation confirmation unit 261 may initialize the ARS information input from theuser terminal 100 if input of all the ARS information from theuser terminal 100 is not completed. In addition, if the web information including delivery address information is not normally received from theuser terminal 100, the orderinformation confirmation unit 261 may transmit an alarm to theuser terminal 100. The web information may not be normally received due to, for example, omission of web information including delivery address information, interruption of transmitting a web page by power failure of theuser terminal 100, disconnection caused by a wireless communication network error, or abnormal information processing caused by a data processing error of the webinformation receiving unit 240.

In this case, the alarm can be transmitted a predetermined number of times at predetermined intervals in at least any one of forms including a call connection to a consultant, an SMS, a pop-up message and a callback URL message.

In addition, the orderinformation confirmation unit 261 may call the ARS information and the web information including delivery address information stored for each case of order of eachuser terminal 100. For example, after calling ‘five pieces of ARS information’ and ‘five pieces of web information including delivery address information’ input from five users ofuser 1 touser 5 from the data warehouse (DW) 300, the orderinformation confirmation unit 261 may create ‘first ARS information to fifth ARS information’ and ‘first web information including delivery address information to fifth web information including delivery address information’ by assigning a sequential number to each of them. That is, since a unique sequential number is assigned to each of the ARS information and the web information including delivery address information, the order information and the web information including delivery address information respectively having the same sequential number may be determined as information on a product ordered by the same user. At this point, whether or not the order information and the web information including delivery address information are information on a product ordered by the same user may be determined based on an order number, a phone number, a customer identification number or the like, other than the unique sequential number described above.

The orderstatement creation module 262 creates an order statement by matching the called ARS information and web information including delivery address information. For example, the orderstatement creation module 262 may create an order statement including all the information needed for delivery by matching the N-th ARS information and the N-th web information having the same sequential number. The order statement may be provided to aseller terminal 500 of each seller selling the ordered product.

If theuser terminal 100 connects to an abnormally disconnected web page in response to the alarm, the web informationcompatible module 263 provides theuser terminal 100 with a web page capable of inputting the web information starting from an abnormally received part of the web information. For example, if theuser terminal 100 connects to the web page after being disconnected from the web page while the delivery address information among the web information is normally received only up to the recipient information, the normally input recipient information is displayed on the connected information in advance, and the user may input information other than the recipient information through theuser terminal 100. Accordingly, inconvenience of the user starting again the product order procedure from the beginning can be relieved, and, as a result, an effect of contributing to increase of sales of a service provider can be expected.

In addition, the ordercompletion processing unit 260 transmits a normal order process completion guide message to theuser terminal 100 of each case of order for which creation of an order statement has been completed. The ordercompletion processing unit 260 may transmit the normal order process completion guide message for an ordered product based on the delivery address information input through the web page including delivery address information of each user. At this point, it may be controlled to reflect a delivery time calculated differently according to the delivery address. For example, the normal order process completion guide message may be provided in the form of a character or voice message such as “Three sets of cosmetic A are normally ordered and paid. They will be delivered to XX-XX Jamsil-dong, Singpa-gu, Seoul within two days. Thank you for using us.” or the like.

Meanwhile, if it is confirmed that the user terminal selects an existing delivery address through the deliveryaddress selection unit 221, the ordercompletion processing unit 260 may omit the process of matching the ARS information and the web information in which the delivery address information is input and create an order statement by directly matching the address information stored in the data warehouse (DW) 300 to the ARS information for the user of theuser terminal 100. It is since that if an existing delivery address is selected by theuser terminal 100, a web information receiving step of inputting delivery address information through a web page does not need to be performed.

Meanwhile, even when the address information stored in advance is used, although a delivery address does not need to be input through a web, a step of inputting information such as a note for delivery through the web and matching the information may be performed.

Referring to FIG. 3, an order management method of the ARS order management apparatus according to an embodiment of the present invention includes an ARS information receiving step S610, a web page providing step S630, a web information receiving step S640, and an information storing step S650.

First, the ARS information receiving step S610 receives ARS information, including product order and payment information input by a user, from theuser terminal 100. Specifically, the ARS information receiving step S610 receives the ARS information through a telephone network, and the ARS information includes ‘product order information’, which is information on the product itself that a user desires to order such as a product name, a product code, user identification information, a quantity of products and the like, and ‘payment information’, which is information needed for making a payment for an ordered product such as a payment means, a credit card number, a credit card PIN number, an expiry date, the number of monthly installments and the like. Theinformation storage unit 250 may store the ARS information described above S650.

Meanwhile, according to the present invention, an identity verification step S602 and a terminal information confirmation step S604 may be further included before the ARS information receiving step. The identity verification step S602 requests and receives identity verification information of the user from theuser terminal 100 and provides the identity verification information to the data warehouse (DW) 300 to verify identity of the user currently connected through the telephone network. There is no special restriction of limiting the identity verification information to information for distinguishing users from each other, such as a name, a phone number, a credit card number, a residence registration number, a personal identification code and the like. The process may be continued to the ARS information receiving step only when the identity verification step is normally completed.

The terminal information confirmation step S604 confirms whether or not theuser terminal 100 is a terminal having a wireless data communication function based on the identification information of theuser terminal 100. Specifically, the terminal information confirmation step S604 may transmit the identification information of theuser terminal 100 to the server of a communication company and determine whether or not theuser terminal 100 is provided with a wireless data communication function by using information on the model of theuser terminal 100 extracted by the server of the communication company based on the identification number.

At this point, if it is confirmed at the terminal information confirmation step S604 that theuser terminal 100 is a terminal provided with a wireless data communication function, theuser terminal 100 is requested to select either an ARS progress mode or a web service mode, and if the web service mode is selected as a result of the selection S606, the service provided to theuser terminal 100 may be changed to the web service mode.

Subsequently, a delivery address selection step S622 for receiving selection of either a new delivery address or an existing delivery address from the user terminal may be performed. If a new delivery address is selected by theuser terminal 100 at the delivery address selection step S622, the flow may proceed to the web page providing step S630, and if an existing delivery address is selected, the flow may proceed to an order completion processing step S660 after setting address information previously stored in the data warehouse (DW) 300 as delivery address information S624. The order completion processing step S660 will be separately described below.

The web page providing step S630 provides a web page requesting input of web information including delivery address information to theuser terminal 100. That is, if all the ARS information primarily requested to order a product is normally received, a web page which provides a screen for inputting delivery address information is transmitted to theuser terminal 100 to receive the web information secondarily requested in ordering the product. Specifically, as shown in FIG. 7, the web page transmitted to theuser terminal 100 may be a delivery address registration screen of a form capable of inputting delivery address information such as a recipient (a person receiving the product), an address, contact information of the recipient (a phone number, a cellular phone number and the like), a note on delivery and the like.

In addition, the web page providing step S630 may include a step of confirming whether or not a product order application is installed in theuser terminal 100 S632. If it is confirmed that a product order application is installed as a result of the confirmation, a web page including delivery address information is provided through the product order application S634, and, alternatively, if it is confirmed that a product order application is not installed, the web page providing step S630 may transmit a callback URL message, which includes address information of a web page including delivery address information, to theuser terminal 100 S636. The address information of a web page including delivery address information, which is included in the callback URL message, is a unique web page address which provides a delivery address information input screen associated with the ARS information input through theuser terminal 100.

The web information receiving step S640 receives the web information including delivery address information input through the web page from theuser terminal 100. Specifically, the web information receiving step S640 may classify the web information including delivery address information and received from theuser terminal 100 by the user (or by the case of order of each user) based on a user identification number (e.g., a phone number of a user terminal). Theinformation storage unit 250 may store the web information S650.

The order completion processing step S660 matches the ARS information and the web information including delivery address information. The order completion processing step S660 may include an order information confirmation step S661 and S662 and an order statement creation step S664. The order information confirmation step S661 and S662 may confirm whether or not input of the ARS information and the web information including delivery address information stored in theinformation storage unit 250 has been completed for each case of order, and the order statement creation step S664 may create an order statement by matching the ARS information and the web information and provide the order statement to theseller terminal 500. That is, the order statement creation step S664 may transmit the order statement to theseller terminal 500 so that the user who has completed the product order may receive the ordered product. The order statement includes information needed by the seller to prepare delivery of the ordered product, such as a recipient, a phone number, a product name, a quantity of products, a price, a state of payment, delivery address information, a note on delivery and the like.

Specifically, the order information confirmation step S661 confirms whether or not input of the ARS information by theuser terminal 100 has been completed. That is, it is confirmed whether or not some of the product order and payment information described above is omitted. If some of the product order and payment information is omitted and input of the ARS information has not been completed, the ARS information input from theuser terminal 100 can be initialized.

In addition, the order information confirmation step S662 confirms whether or not input of the web information by theuser terminal 100 has been completed. Specifically, the order information confirmation step S662 confirms whether or not some of the web information including delivery address information described above is omitted. At this point, if the web information is not normally received from theuser terminal 100, an alarm can be transmitted to theuser terminal 100 S663. The alarm can be transmitted a predetermined number of times at predetermined intervals in at least any one of forms including a call connection to a consultant, an SMS, a pop-up message and a callback URL message. If theuser terminal 100 connects to an abnormally disconnected web page in response to the alarm, theuser terminal 100 can be provided with a web page capable of inputting the web information starting from an abnormally received part of the web information.

In addition, if creation of the order statement is completed, the order completion processing step S660 may transmit a normal order process completion guide message to theuser terminal 100. The order completion processing step S660 may transmit the normal order process completion guide message for an ordered product based on the delivery address information input through a web page, an SMS or the like for each user. At this point, it may be controlled to reflect a delivery time calculated differently according to the delivery address.

For example, the normal order process completion guide message may be provided in the form of a character or voice message such as “Three sets of cosmetic A are normally ordered and paid. They will be delivered to XX-X Namyang-myun, Gyungju-city, Gyungsangbuk-do. It will take about a week since the product is delivered to a remote area. Thank you for using us.” or the like. Accordingly, since the user may confirm at once whether or not the information input when the user orders the product is correctly reflected, convenience of the user in placing an order can be increased.

Meanwhile, it may be implemented to make a phone call to a consultant right after the ARS is completed or to connect to an order site, an order application or the like for ordering a product if a separate request is received from the user in the process of progressing the order management steps of the ARS order management apparatus.

FIG. 4 is a flowchart illustrating a method of registering and changing a delivery address through ARS according to an embodiment of the present invention, and FIG. 5 is a view showing a menu screen provided on theuser terminal 100 in FIG. 4.

Referring to FIGs. 4 and 5, a system for registering and changing a delivery address using ARS according to an embodiment of the present invention includes auser terminal 100 for connecting to an ARSorder management apparatus 200 and placing an order and, if a user is a customer who desires to change a delivery address, inputting an address or a changed delivery address in a delivery address input screen provided by the ARSorder management apparatus 200, and the ARSorder management apparatus 200 for providing, if a user of theuser terminal 100 is a customer who desires to change a delivery address, the delivery address input screen to theuser terminal 100 and receiving a changed delivery address.

A method of registering and changing a delivery address using ARS according to an embodiment of the present invention includes the steps of: connecting to an ARSorder management apparatus 200 which provides the ARS and requesting input of delivery address information after placing an order and making a payment for a product, by auser terminal 100; confirming whether or not theuser terminal 100 is provided with a function of displaying a menu screen, by the ARSorder management apparatus 200; determining whether or not a user of theuser terminal 100 is a customer who desires to change the delivery address, by the ARSorder management apparatus 200; providing, if the user is a customer who desires to change the delivery address, a delivery address input screen to theuser terminal 100, by the ARSorder management apparatus 200; receiving a changed delivery address from theuser terminal 100; transmitting a normal order process completion guide message to theuser terminal 100, by the ARSorder management apparatus 200; and releasing connection to the ARSorder management apparatus 200 established through the ARS, by theuser terminal 100 receiving the normal order process completion guide message.

Referring to FIGs. 5 to 7, the menu screen provided by the ARSorder management apparatus 200 may include a delivery address input screen, a product search screen, a product information screen, an order and payment screen and the like, and there is no special restriction of limiting the screen to a screen which provides an interface capable of displaying or receiving information related to an order and delivery of a product. In addition, the menu screen can be provided when theuser terminal 100 is connected through a uniform resource locator (URL).

In addition, it is preferable that all the information transferred between theuser terminal 100 and the ARSorder management apparatus 200 in each step of the method of registering and changing a delivery address using ARS is temporarily or permanently stored in the data warehouse (DW) 300.

FIG. 6 is a flowchart illustrating a method of registering and changing a delivery address through ARS according to another embodiment of the present invention, and FIG. 7 is a view showing a menu screen provided on the user terminal in FIG. 6.

Referring to FIGs. 6 and 7, a method of registering and changing a delivery address through ARS according to another embodiment of the present invention includes the steps of: confirming whether or not a user terminal 100 is provided with a function of displaying a menu screen transmitted from an ARS order management apparatus 200 which provides the ARS; displaying, if the user terminal 100 is provided with a function of displaying a menu screen, a product search screen on the user terminal 100 and providing a product information screen of a product selected by a user, by the ARS order management apparatus 200; providing an order and payment screen to the user terminal 100, receiving order information including an ordered product and an ordered quantity, and progressing a payment according to the order information; determining whether or not the user of the user terminal 100 is a customer who desires to change the delivery address, by the ARS order management apparatus 200; providing, if the user of the user terminal 100 is a customer who desires to change the delivery address, a delivery address input screen on the user terminal 100, by the ARS order management apparatus 200; receiving a changed delivery address from the user terminal 100; transmitting a normal order process completion guide message to the user terminal 100, by the ARS order management apparatus 200; and disconnecting connection to the ARS order management apparatus 200 established through the ARS, by the user terminal 100 receiving the normal order process completion guide message.

The menu screen provided by the ARSorder management apparatus 200 may include all the screens for displaying or receiving information related to an order and delivery of a product, such as a delivery address input screen, a product search screen, a product information screen, an order and payment screen and the like. In addition, the menu screen is preferably provided to theuser terminal 100 through a uniform resource locator (URL). Information such as a product name, a product price, a quantity in stock, seller information, comments on the product input by a user who has purchased the corresponding product and the like may be displayed on the product information screen. Meanwhile, the comments on the product described above may be input through theuser terminal 100 of a user who has normally received an ordered product. Specifically, theseller terminal 500 may transmit delivery completion information of each ordered product to the ARSorder management apparatus 200, and if the ARSorder management apparatus 200 automatically connects a fifth web page which provides a product comment input screen to theuser terminal 100 or transmits a callback URL message capable of connecting to the fifth web page, the user may connect to the fifth web page through theuser terminal 100 and input comments on the product that the user himself or herself has ordered and received into the product comment input screen. Accordingly, since a user who actually purchases a product may input comments on the product, it is advantageous in that useful information can be provided to other users who are going to order the corresponding product.

Referring to FIG. 7, an input window capable of searching for a product using a product code assigned to each product is provided on the product search screen. Or, a product category, a product list or the like can be provided on the product search screen. In addition, a product information screen including detailed information on a product selected through the product search screen can be provided to theuser terminal 100. It is preferable to display information including a product name, a price, installment information, specifications of a product, return or refund policies or the like corresponding to a specific product code on the product information screen.

Since the term “include” or the like specified above means inclusion of a corresponding constitutional element as far as an opposed description is not specially specified, it should be interpreted as not excluding another constitutional element, but further including another constitutional element.

While the present invention has been described with reference to the particular illustrative embodiments, it is not to be restricted by the embodiments but only by the appended claims. It is to be appreciated that those skilled in the art can change or modify the embodiments without departing from the scope and spirit of the present invention.

Claims (24)

1. An ARS order management apparatus comprising:

   an ARS information receiving unit for receiving ARS information including order information through an ARS connection with a user terminal;

   a web page providing unit for providing the user terminal with a web page for inputting delivery address information;

   a web information receiving unit for receiving web information including the delivery address information, which is input through the web page, from the user terminal; and

   an information storage unit for storing the ARS information and the web information.
2. The apparatus according to claim 1, further comprising an identity verification unit for requesting identity verification information of a user from the user terminal, receiving the identity verification information and verifying identity of the user.
3. The apparatus according to claim 1, further comprising a terminal information confirmation unit for confirming whether or not the user terminal is a terminal provided with a wireless data communication function through identification information of the user terminal, wherein the identification information is at least any one of a phone number, a device name and model information.
4. The apparatus according to claim 3, wherein if it is determined through the terminal information confirmation unit that the user terminal is a terminal provided with a wireless data communication function, selection of whether or not to provide a web page is received from the user terminal.
5. The apparatus according to claim 1, further comprising a delivery address selection unit for receiving selection of a new delivery address or an existing delivery address from the user terminal, wherein the delivery address selection unit activates the web page providing unit if the new delivery address is selected by the user terminal and sets previously stored address information as delivery address information if the existing delivery address is selected.
6. The apparatus according to claim 1, further comprising an order completion processing unit for processing completion of an order by matching the ARS information and the web information.
7. The apparatus according to claim 1, further comprising an order completion processing unit including:

   an order information confirmation module for confirming whether or not input of all the ARS information and the web information is completed; and

   an order statement creation module for creating an order statement by matching the confirmed ARS information and web information.
8. The apparatus according to claim 7, wherein the order information confirmation module processes completion of the ARS information if input of all the ARS information from the user terminal is completed and initializes the ARS information input from the user terminal if input of all the ARS information from the user terminal is not completed.
9. The apparatus according to claim 7, wherein the order information confirmation module transmits an alarm to the user terminal if the web information is not normally received from the user terminal.
10. The apparatus according to claim 9, wherein the alarm is transmitted a predetermined number of times at predetermined intervals in at least any one of forms including a call connection to a consultant, a pop-up message and a callback URL message.
11. The apparatus according to claim 9, wherein if the user terminal connects to the web page through the alarm, the order completion processing unit further includes a web information compatible module for providing the user terminal with a web page capable of inputting the web information starting from an abnormally received part of the web information.
12. The apparatus according to claim 1, wherein the web page providing unit confirms whether or not a product order application is installed in the user terminal, and provides the web page through the product order application if it is confirmed that the product order application is installed and transmits a callback URL message including address information of the web page to the user terminal if it is confirmed that the product order application is not installed.
13. An order management method of an ARS order management apparatus, the method comprising:

    an ARS information receiving step of receiving ARS information including order information through an ARS connection with a user terminal;

    a web page providing step of providing the user terminal with a web page for inputting delivery address information;

    a web information receiving step of receiving web information including the delivery address information, which is input through the web page, from the user terminal; and

    an information storing step of storing the ARS information and the web information.
14. The method according to claim 13, further comprising an identity verification step of requesting identity verification information of a user from the user terminal, receiving the identity verification information and verifying identity of the user.
15. The method according to claim 13, further comprising a terminal information confirming step of confirming whether or not the user terminal is a terminal provided with a wireless data communication function through identification information of the user terminal, wherein the identification information is at least any one of a phone number, a device name and model information.
16. The method according to claim 15, wherein if it is determined at the terminal information confirming step that the user terminal is a terminal provided with a wireless data communication function, selection of whether or not to provide a web page is received from the user terminal.
17. The method according to claim 13, further comprising a delivery address selection step of receiving selection of a new delivery address or an existing delivery address from the user terminal, wherein the delivery address selection step progresses the web page providing step if the new delivery address is selected by the user terminal and sets previously stored address information as delivery address information if the existing delivery address is selected.
18. The method according to claim 13, further comprising an order completion processing step of processing completion of an order by matching the ARS information and the web information.
19. The method according to claim 13, further comprising an order completion processing step of processing completion of an order by matching the ARS information and the web information, wherein the order completion processing step includes the steps of:

    confirming whether or not input of all the ARS information and the web information is completed; and

    creating an order statement by matching the confirmed ARS information and web information.
20. The method according to claim 19, wherein the step of confirming whether or not input of all the ARS information and the web information is completed processes completion of the ARS information if input of all the ARS information from the user terminal is completed and initializes the ARS information input from the user terminal if input of all the ARS information from the user terminal is not completed.
21. The method according to claim 19, wherein the step of confirming whether or not input of all the ARS information and the web information is completed transmits an alarm to the user terminal if the web information is not normally received from the user terminal.
22. The method according to claim 21, wherein the alarm is transmitted a predetermined number of times at predetermined intervals in at least any one of forms including a call connection to a consultant, a pop-up message and a callback URL message.
23. The method according to claim 21, wherein if the user terminal connects to the web page through the alarm, the order completion processing step provides the user terminal with a web page capable of inputting the web information starting from an abnormally received part of the web information.
24. The method according to claim 13, wherein the web page providing step confirms whether or not a product order application is installed in the user terminal, and provides the web page through the product order application if it is confirmed that the product order application is installed and transmits a callback URL message including address information of the web page to the user terminal if it is confirmed that the product order application is not installed.

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