KR102742838B1 - Apparatus for generating customer specific contactcenter and method for the same - Google Patents

Abstract

According to one embodiment of the present invention, a device for generating a customer-tailored contact center solution comprises: an input unit for receiving service specifications related to functions of a contact center solution service desired by a user through a user interface (UI); a collaboration rule generation unit for generating an orchestration rule of a contact center solution service desired by the user based on the service specifications input by the input unit, wherein the orchestration rule is a relationship between configurations (= Roles or roles) that can perform the functions of the contact center solution service desired by the user; a service generation unit for receiving the collaboration rule generated by the collaboration rule generation unit and selecting one or more plug-ins capable of performing the received collaboration rule from a list of plug-ins as the configuration to generate a contact center solution service desired by the user; a plug-in list management unit for managing a plug-in list including one or more available plug-ins, receiving a request from the service generation unit and generating a plug-in candidate list including one or more plug-ins capable of performing the collaboration rule from the plug-in list and transmitting the generated plug-in list to the service generation unit; and a contact center solution service desired by the user generated by the service generation unit as a service input by the input unit. Includes a verification unit to verify compliance with the standards.

Description

{APPARATUS FOR GENERATING CUSTOMER SPECIFIC CONTACTCENTER AND METHOD FOR THE SAME}

The present invention relates to a device for generating a customer-tailored contact center solution and a method therefor. More specifically, the present invention relates to a device and method capable of generating a customer-tailored contact center solution quickly and at a reasonable cost.

A contact center is a concept that is more advanced than the conventional online customer center. It provides various communication channels between a company and customers, and acts as a means to increase customer satisfaction with a company's products and services from the customer's perspective and to increase customer loyalty to products and services from the company's perspective. Recently, as non-face-to-face transactions have become active due to COVID-19, its use has been increasing exponentially. The platform software that is installed in such contact centers and provides various functions is called a contact center solution.

Meanwhile, as the types of communication channels between companies and customers have diversified, the products and services handled by companies have increased, and customer usage experiences have accumulated, the functions of contact center solutions have become more complex day by day in order to effectively handle various conflicts of interest, which has led to problems such as increased computational complexity and operating costs.

In addition, this trend has caused problems such as increasing the initial introduction cost of contact center solutions, and from the perspective of companies, the contact center that was set up to ensure customer convenience has become an obstacle that interferes with the company's livelihood, which is a paradoxical situation. In addition, as the customer service of companies shows the phenomenon of the rich getting richer and the poor getting poorer, the problem has occurred that relatively small businesses are not even able to introduce contact center solutions, and are further eliminated from the competition.

The solution to these problems is not to provide a one-size-fits-all contact center solution, but to quickly provide a customized contact center solution that reflects only the specific functions required by each company at a reasonable cost. This is because the cost increases due to the customization process, and if it takes too long from the customization request date, the contact center itself may become useless.

To this end, the present invention seeks to provide a device and method capable of creating a customer-tailored contact center solution using a plug-in architecture.

Republic of Korea Patent Publication No. 10-2021-0123834 (October 14, 2021)

The technical problem to be solved by the present invention is to provide a device for generating a customer-tailored contact center solution and a method therefor capable of providing a customer-tailored contact center solution at a reasonable cost.

Another technical problem to be solved by the present invention is to provide a device for creating a customer-tailored contact center solution and a method therefor, which can quickly create a customer-tailored contact center solution and quickly provide it to a customer.

The technical problems of the present invention are not limited to the technical problems mentioned above, and other technical problems not mentioned will be clearly understood by those skilled in the art from the description below.

According to an embodiment of the present invention for achieving the above technical task, a device for generating a customer-tailored contact center solution comprises: an input unit for receiving service specifications related to functions of a contact center solution service desired by a user through a user interface (UI); a collaboration rule generation unit for generating an orchestration rule of a contact center solution service desired by the user based on the service specifications input by the input unit, wherein the orchestration rule is a relationship between configurations (= Roles or roles) that can perform the functions of the contact center solution service desired by the user; a service generation unit for receiving the collaboration rule generated by the collaboration rule generation unit and selecting one or more plug-ins capable of performing the received collaboration rule from a list of plug-ins as the configuration to generate a contact center solution service desired by the user; a plug-in list management unit for managing a plug-in list including one or more available plug-ins, receiving a request from the service generation unit and generating a plug-in candidate list including one or more plug-ins capable of performing the collaboration rule from the plug-in list and transmitting the generated plug-in list to the service generation unit; and a contact center solution service generated by the service generation unit for the user-desired contact center solution service. Includes a verification unit that verifies whether the input unit conforms to the received service specifications.

According to one embodiment, the service specification received by the input unit may include at least one of a module type, a function by type, and an inter-module linkage rule related to a function of a contact center solution service desired by the user.

According to one embodiment, the collaboration rule generation unit can generate collaboration rules for a contact center solution service desired by the user by referencing a rule set database in which detailed rules and standardized collaboration rules are defined.

According to one embodiment, the collaboration rule generation unit can check whether there is a logical or formal error in the service specification input by the input unit, and if an error is found as a result of the check, present the content of the existing error through the user interface, and present a solution using detailed rules and standardized collaboration rules defined in the rule set database.

According to one embodiment, the service creation unit may receive the collaboration rule created by the collaboration rule creation unit, create a role-action list by extracting actions performed by the roles included in the collaboration rule, and transmit a configuration recommendation request capable of performing actions included in the role-action list to the plug-in list management unit.

According to one embodiment, the plug-in list management unit generates, from the plug-in list, a plug-in candidate list including at least one plug-in that is a configuration capable of performing each action included in the role-action list, and transmits the generated plug-in candidate list to the service generation unit, based on a request received from the service generation unit, and the service generation unit can select, from among the plug-ins included in the plug-in candidate list for each action received from the plug-in list management unit, one plug-in as the configuration based on a predetermined criterion.

In one embodiment, the predetermined criterion may be any one of a first criterion for selecting the most recent plugin among one or more plugins included in the list of plugin candidates for each action, a second criterion for selecting the plugin created by the highest-rated developer, a third criterion for selecting the plugin with the highest rating, and a fourth criterion for selecting the plugin with the most selections.

According to one embodiment, the plug-in list management unit may include a plug-in interface pool including one or more plug-in interfaces or may be connected to the pool via a network, and may be capable of newly registering a plug-in developed in accordance with the plug-in interface search results of a plug-in developer.

According to one embodiment, the plug-in list management unit manages only plug-ins that have registered one or more pieces of registration information through a plug-in connector by including them in the plug-in list, and the one or more pieces of registration information may be one or more of developer information, developer information, plug-in type, function list information including essential functions and extended functions, user interface delegation information, and test scenario information for function verification.

According to one embodiment, the plug-in list management unit periodically executes the test scenario information for function verification for all plug-ins included in the plug-in list management unit to verify whether the function is performed, and if the function is not performed as a result of the verification, the plug-in list management unit can delete the plug-in.

According to an embodiment of the present invention for achieving the above technical task, a method for generating a customer-tailored contact center solution includes: (a) a step in which a device including a processor and a memory receives a service specification related to a function of a contact center solution service desired by a user through a user interface; (b) a step in which an orchestration rule of a contact center solution service desired by the user is generated based on the input service specification, wherein the orchestration rule is a relationship between configurations (= Roles or roles) that can perform the function of the contact center solution service desired by the user; (c) a step in which a plug-in candidate list including one or more plug-ins capable of performing the generated orchestration rule is generated from a plug-in list; (d) a step in which one or more plug-ins capable of performing the orchestration rule are selected as the configuration from the plug-in candidate list including the generated one or more plug-ins to generate a contact center solution service desired by the user; and (e) a step in which the generated contact center solution service desired by the user conforms to the input service specification.

According to an embodiment of the present invention for achieving the above technical task, a device for generating a customer-tailored contact center solution comprises one or more processors, a network interface, a memory for loading a computer program executed by the processor, and a storage for storing large-capacity network data and the computer program, wherein the computer program is configured to perform, by the one or more processors, (A) an operation for receiving a service specification related to a function of a contact center solution service desired by a user through a user interface, (B) an operation for generating an orchestration rule of a contact center solution service desired by the user based on the input service specification, wherein the orchestration rule is a relationship between configurations (= Roles or roles) that can perform the function of the contact center solution service desired by the user, (C) an operation for generating a plug-in candidate list including one or more plug-ins capable of performing the generated orchestration rule from a plug-in list, (D) an operation for generating a contact center solution service desired by the user by selecting one or more plug-ins capable of performing the orchestration rule from the plug-in candidate list including the generated one or more plug-ins as the configuration, and (E) a contact center solution desired by the user that has been generated. Executes an operation to verify that the service conforms to the service specifications entered above.

According to an embodiment of the present invention for achieving the above technical task, a computer program stored in a computer-readable medium is combined with a computing device and executes (AA) a step of receiving a service specification related to a function of a contact center solution service desired by a user through a user interface, (BB) a step of generating an orchestration rule of the contact center solution service desired by the user based on the input service specification - the orchestration rule is a relationship between configurations (= Roles or roles) that can perform the function of the contact center solution service desired by the user, (CC) a step of generating a plug-in candidate list including one or more plug-ins capable of performing the generated orchestration rule from a plug-in list, (DD) a step of selecting one or more plug-ins capable of performing the orchestration rule as the configuration from the plug-in candidate list including the generated one or more plug-ins to generate the contact center solution service desired by the user, and (EE) a step of verifying whether the generated contact center solution service desired by the user conforms to the input service specification.

According to the present invention as described above, in providing a customer-tailored contact center solution, a complex customization process is not required, and the user only needs to input the service specifications of the desired contact center solution, and the present invention automatically selects plug-ins that meet the service specifications to create a completed contact center solution service. Therefore, by simply establishing the present invention, a customer-tailored contact center solution can be provided at a reasonable cost.

In addition, it can be provided to users only after verification of the automatically generated contact center solution service without requiring a complex customization process, which has the effect of allowing for the rapid creation of customer-tailored contact center solutions and rapid provision to customers.

In addition, it is possible to provide an environment in which developers can voluntarily participate in the development of new plug-ins, so that as the use of the present invention increases, new plug-ins can also increase, thereby having the effect of continuously improving product competitiveness.

The effects of the present invention are not limited to the effects mentioned above, and other effects not mentioned will be clearly understood by those skilled in the art from the description below.

FIG. 1 is a drawing showing the overall configuration included in a customer-tailored contact center solution creation device according to a first embodiment of the present invention.
FIG. 2 is a drawing showing the overall configuration included in a customer-tailored contact center solution creation device according to a second embodiment of the present invention.
Figure 3 is a diagram illustrating an example of a developer newly registering a newly developed plug-in in the plug-in list management unit.
Figure 4 is a diagram exemplifying the structure of a contact center solution service desired by a user created by the service creation unit.
Figure 5 is an enlarged diagram illustrating an example of the relationship between the Core System and each plug-in.
FIG. 6 is a flowchart showing representative steps of a method for creating a customer-tailored contact center solution according to a third embodiment of the present invention.

Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings. The advantages and features of the present invention, and the methods for achieving them, will become apparent with reference to the embodiments described in detail below together with the accompanying drawings. However, the present invention is not limited to the embodiments disclosed below, but may be implemented in various different forms, and the present embodiments are provided only to make the disclosure of the present invention complete and to fully inform those skilled in the art of the scope of the invention, and the present invention is defined only by the scope of the claims. Like reference numerals refer to like elements throughout the specification.

Unless otherwise defined, all terms (including technical and scientific terms) used in this specification may be used with a meaning that can be commonly understood by a person of ordinary skill in the art to which the present invention belongs. In addition, terms defined in commonly used dictionaries shall not be ideally or excessively interpreted unless explicitly specifically defined.

Meanwhile, the terms used in this specification are for the purpose of describing embodiments and are not intended to limit the present invention. In this specification, the singular form also includes the plural form unless specifically stated in the phrase.

As used herein, the terms “comprises” and/or “comprising” do not exclude the presence or addition of one or more other components, steps, operations and/or elements.

FIG. 1 is a drawing showing the overall configuration included in a customer-tailored contact center solution creation device (100) according to the first embodiment of the present invention.

However, this is only a preferred embodiment for achieving the purpose of the present invention, and some components may be added or deleted as needed, and the role performed by one component may be performed by another component together.

A customer-tailored contact center solution generation device (100) according to a first embodiment of the present invention may include a processor (10), a network interface (20), a memory (30), storage (40), and a data bus (50) connecting them, and may be implemented as an independent device in itself, or may be implemented in the form of a physical service server such as an in-house system and a space rental system, or an intangible cloud service server.

The processor (10) controls the overall operation of each component. The processor (10) may be any one of a CPU (Central Processing Unit), an MPU (Micro Processor Unit), an MCU (Micro Controller Unit), or a processor of a type widely known in the technical field to which the present invention belongs, and may be implemented as an artificial intelligence model processor, such as a machine learning model processor or a deep learning model processor. In addition, the processor (10) may perform operations for at least one application or program for performing a method for creating a customer-tailored contact center solution according to the third embodiment of the present invention.

The network interface (20) supports wired and wireless Internet communication of the customer-tailored contact center solution creation device (100) according to the first embodiment of the present invention, and may also support other known communication methods. Accordingly, the network interface (20) may be configured to include a communication module accordingly.

The memory (30) stores various types of information, commands and/or information, and can load one or more computer programs (41) from the storage (40) to perform a method for creating a customer-tailored contact center solution according to the third embodiment of the present invention. In Fig. 1, RAM is illustrated as one of the memories (30), but it is of course possible to use various storage media as the memory (30).

The storage (40) can non-temporarily store one or more computer programs (41) and large-capacity network information (42). The storage (40) can be any one of non-volatile memory such as a ROM (Read Only Memory), an EPROM (Erasable Programmable ROM), an EEPROM (Electrically Erasable Programmable ROM), a flash memory, a hard disk, a removable disk, or any form of computer-readable recording medium widely known in the art to which the present invention belongs.

A computer program (41) is loaded into a memory (30), and one or more processors (10) can execute (A) an operation of receiving a service specification related to a function of a contact center solution service desired by a user through a user interface, (B) an operation of generating an orchestration rule of a contact center solution service desired by the user based on the input service specification - the orchestration rule is a relationship between configurations (= Roles or roles) that can perform the function of the contact center solution service desired by the user, (C) an operation of generating a plug-in candidate list including one or more plug-ins capable of performing the generated collaboration rule from a plug-in list, (D) an operation of selecting one or more plug-ins capable of performing the collaboration rule from the plug-in candidate list including the generated one or more plug-ins as the configuration to generate a contact center solution service desired by the user, and (E) an operation of verifying whether the generated contact center solution service desired by the user complies with the input service specification.

The operations performed by the computer program (41) briefly mentioned above can be viewed as a function of the computer program (41), and a more detailed description will be provided later in the description of the customer-tailored contact center solution creation device (1000) according to the second embodiment of the present invention.

The data bus (50) serves as a path for moving commands and/or information between the processor (10), network interface (20), memory (30), and storage (40) described above.

If the device (100) for generating a customer-tailored contact center solution according to the first embodiment of the present invention described above is implemented in the form of an independent device, a user terminal (200) may access the device via a network and input service specifications related to the function of a desired contact sensor solution service, and may also perform the same task by installing a dedicated application for generating a customer-tailored contact center solution on the user terminal (200) and executing it.

Hereinafter, a customer-tailored contact center solution creation device (1000) according to a second embodiment of the present invention will be described.

FIG. 2 is a drawing showing the overall configuration included in a customer-tailored contact center solution creation device (1000) according to a second embodiment of the present invention.

However, this is only a preferred embodiment for achieving the purpose of the present invention, and some components may be added or deleted as needed, and the role performed by one component may be performed by another component together.

Meanwhile, the customer-tailored contact center solution generation device (1000) according to the second embodiment of the present invention is identical to the customer-tailored contact center solution generation device (100) according to the first embodiment of the present invention in that it is an embodiment of a device, but it differs in that the functions of the computer program (41) described above are described in detail by dividing each component into components and focusing on the components. However, it can be said that it corresponds to the same invention when viewed from an overall perspective. This will be described below.

A device (1000) for creating a customer-tailored contact center solution according to a second embodiment of the present invention may include an input unit (1100), a collaboration rule creation unit (1200), a service creation unit (1300), a plug-in list management unit (1400), and a verification unit (1500), and of course, may further include additional configurations required to achieve the purpose of the present invention.

The input unit (1100) receives service specifications related to the functions of the desired contact center solution service from the user through a user interface (UI).

Here, input from the user is made through a user terminal (200), more specifically, through an input means (not shown) included in or linked to the user terminal (200). The user terminal (200) may be any terminal having a network function. For example, the user terminal (200) may be a portable terminal such as a smart phone, a PDA, a PDP, a tablet PC, a smart watch, smart glasses, a notebook PC, etc., or an installed terminal such as a desktop PC or a kiosk.

Meanwhile, as explained above, if a dedicated application for creating a customer-tailored contact center solution is installed on the user terminal (200), by executing it, even if it is not installed, it is possible to access the customer-tailored contact center solution creation device (1000) according to the second embodiment of the present invention through a network. Therefore, it can be seen that the service specification is also input through this.

The service specification that the input unit (1100) receives is about the function of the contact center solution service that the user desires, that is, the user requests. To put it simply, it is about what function the contact center solution is desired to have. Accordingly, the service specification may include at least one of the module types, type-specific functions, and inter-module linkage rules related to the function of the contact center solution desired by the user.

Meanwhile, the input method may be one of a method in which the user interface presets a list of various functions related to the contact center solution and outputs them on the user terminal (200) and receives selections from the user (a type of objective method) or a method in which the user can freely describe the functions he or she wants (a type of subjective method). However, in the latter case, the administrator of the customized contact center solution generation device (1000) according to the second embodiment of the present invention may directly interpret the service specifications input by the user to extract functions and transmit them to the collaboration rule generation unit (1200) to be described later, or may implement them with an artificial intelligence processor (10) to extract functions through a natural language processing function, etc.

The collaboration rule generation unit (1200) generates a collaboration rule (orchestration rule) of a contact center solution service desired by a user based on the service specifications input by the input unit (1100).

Here, collaboration rules refer to the relationship between configurations that can perform the functions of the contact center solution service desired by the user, and configuration here has the same meaning as Role or Role. In simple terms, it can be viewed as the relationship between roles, which are configurations that can perform the functions desired by the user, and any logic related to the known rule expressions, such as Propositional Logic, Horn Logic, Predicate Logic, and Description Logic, can be selected and expressed, and Ontology can also be used.

The collaboration rule generation unit (1200) generates collaboration rules, but since it is nearly impossible to directly describe all the detailed rules used in the collaboration process, the collaboration rules of the contact center solution service desired by the user are generated by referring to a rule set database (1250) in which detailed rules and standardized collaboration rules are predefined. Here, the rule set database (1250) may be a configuration included in the collaboration rule generation unit (1200), or may not be included but may be a configuration linked via a network, and may be a database that updates detailed rules and standardized collaboration rules periodically or in real time. In FIG. 2, the rule set database (1250) is illustrated as a configuration that is not included in the collaboration rule generation unit (1200), but is included in the customer-tailored contact center solution generation device (1000) according to the second embodiment of the present invention. Furthermore, the rule set database (1250) may be an external configuration that is not included in the customer-tailored contact center solution generation device (1000) according to the second embodiment of the present invention.

Meanwhile, when the collaboration rule generation unit (1200) generates a collaboration rule for a contact sensor solution service desired by a user, it is based on the service specification input by the input unit (1100). If there are logical and formal errors in the input service specification, the collaboration rule cannot be generated, and there is a need to present this fact to the user.

Accordingly, the collaboration rule generation unit (1200) checks whether there are logical and formal errors in the service specification input by the input unit (1100), and if an error is found as a result of the check, presents the content of the error through a user interface and suggests a solution using detailed rules and standardized collaboration rules defined in the rule set database (1250), thereby performing a kind of theorem prover role, and a user who receives the solution can re-enter the service specification according to the solution into the input unit (1100).

Meanwhile, if the collaboration rule generation unit (1200) cannot provide a solution even through detailed rules and standardized collaboration rules defined in the rule set database (1250), it may present the content of the error that exists through the user interface and at the same time present the fact that the input service specification has an error that prevents it from being generated as a contact center solution service.

In this way, through error verification, it is proven that there is no contradiction between roles and relationships, and the collaboration rule generation unit (1200) that has completed error verification transfers the generated collaboration rule to the service generation unit (1300).

The service creation unit (1300) receives the collaboration rule created by the collaboration rule creation unit (1200), selects one or more plug-ins capable of executing the received collaboration rule from a list of plug-ins that includes one or more plug-ins, and creates a contact center solution service desired by the user. The plug-in list management unit (1400) manages a list of plug-ins that includes one or more available plug-ins, receives a request from the service creation unit (1300), creates a list of plug-ins capable of executing the collaboration rule from the list of plug-ins, and transmits the list to the service creation unit (1300).

The reason why the service creation unit (1300) and the plug-in list management unit (1400) are described together, unlike the input unit (1100) and collaboration rule creation unit (1200) described above, is that the functions performed by each of these two components are closely linked, so it is considered preferable to describe them together rather than describing them independently.

The list of plug-in candidates used by the service creation unit (1300) to select one or more plug-ins as a configuration is generated by the plug-in list management unit (1400) and transmitted to the service creation unit (1300). In order for the plug-in list management unit (1400) to generate the list of plug-in candidates, the service creation unit (1300) receives the collaboration rules generated by the collaboration rule generation unit (1200), extracts the actions performed by the roles included in the collaboration rules, generates a role-action list, and transmits a request for a configuration recommendation capable of performing the actions included in the role-action list to the plug-in list management unit (1400).

To be a little more specific about the role-action list, as mentioned above, a role means a configuration, and a configuration is something that can perform the function of a contact sensor solution service desired by a user, the role-action list determines the actions (behaviors) that a configuration that can perform a function must or can perform, and the role-action list may describe each action to be performed for each of a plurality of roles. For example, Role 1 (Configuration 1) - Action 1, Role 2 (Configuration 2) - Action 2, Role 3 (Configuration 3) - Action 3, etc. may all be described in a single role-action list, and most of the time, a role and an action will have a 1:1 correspondence relationship, but this does not exclude the case of 1:N (N is a natural number greater than or equal to 2).

The plugin list management unit (1400) generates a plugin candidate list including at least one plugin that can perform each action included in the role-action list according to a request received from the service creation unit (1300) from the plugin list for each action, and transmits the list to the service creation unit (1300). In order to generate a plugin candidate list from the plugin list for each action, the plugin list management unit (1400) itself must clearly understand what plugins currently exist and what the characteristics of each plugin are. This means that it must have information on plugins that are currently available in the system. To this end, all plugins must register their information in the plugin list management unit (1400), and unregistered plugins cannot be used. Hereinafter, the registration of plugins will be described.

The plug-in list management unit (1400) manages plug-ins that have registered one or more pieces of registration information through a plug-in connector by including them in the plug-in list, where one or more pieces of registration information may be one or more of developer information, developer information, plug-in type, function list information including essential functions and extended functions, user interface delegation information (UI Delegation Info), and test scenario information for function verification.

More specifically, the developer information and the developer information are the information of the developer or developer of the plugin, which can be viewed as a kind of ID information of the unit module, and the plugin type is information that matches the plugin connector of the plugin, and includes an explicit expression of what role it can actually perform. Among the function list information, the essential function is information on how the plugin connector implemented the interface specified according to the type, and describes the input value (Parameter info) for performing each function, the function output value (Return Value), and the constraints for using the function (Constraints). In addition to the essential functions of the plugin connector, the extended function is a unique function of each plugin module, which means information that describes a method for enabling it to be used in an integrated environment. The user interface delegation information is information about the plug-ins, which are all components that make up the service, that are required for the actual user using the completed service to be able to manage the information of the plug-ins on a single screen, so that each plug-in, which is a component, must specify the function of transmitting the part that requires interaction with the user during its operation process to the user interface module and receiving the result back, and must also specify the interaction protocol for information sharing. Lastly, the test scenario information for function verification is information that is presented together during the registration process to verify that the plug-in list management unit (1400) performs verification on whether the registered plug-ins operate in the same manner as the actual registration information.

Since one or more of the registration information described above is sufficient, even if only one piece of information is registered, the plugin can be included in the plugin list and managed. However, since each piece of information is essential information for managing the plugin, it is desirable to include and manage the plugin in the plugin list only when all of the developer information, developer information, plugin type, function list information including essential functions and extension functions, user interface delegation information, and test scenario information for function verification are registered.

Meanwhile, as the test scenario information for functional verification is registered as registration information, the plug-in list management unit (1400) periodically executes the test scenario information for functional verification for all plug-ins included in the plug-in list management unit to verify whether the function is performed, and if the function is not performed as a result of the verification, the plug-in list management unit can delete the plug-in. In addition, the plug-in list management unit can delete the plug-in not only if the function is not performed, but also if the developer deletes the plug-in himself or if the existing plug-in is no longer valid due to a change in the software version, and in any case, it is desirable to separately notify the plug-in developer or developer of the deletion.

In this way, the plugin list management unit (1400) manages only the plugins that have registered registration information by including them in the plugin list, and can include one or more plugins that are configured to perform actions only for plugins included in the plugin list in the plugin candidate list. Therefore, the plugin list should include as many plugins as possible, and a procedure for developers to newly register plugins they have developed is also required. This will be explained below.

Figure 3 is a diagram illustrating an example of a developer newly registering a newly developed plug-in in the plug-in list management unit (1400).

Before the description, the plug-in list management unit (1400) may include a plug-in interface pool (1450) including one or more plug-in interfaces or may be connected to it via a network. In addition to FIG. 3, FIG. 2 illustrates that the plug-in list management unit (1400) does not include the plug-in interface pool (1450) and is connected via a network, but that the customer-tailored contact center solution generation device (1000) according to the second embodiment of the present invention includes it. However, it should be noted that the plug-in interface pool (1450) may also be an external component of the customer-tailored contact center solution generation device (1000) according to the second embodiment of the present invention.

First, the manager of the customer-tailored contact center solution creation device (1000) according to the second embodiment of the present invention registers one or more plug-in interfaces included in the plug-in interface pool (1450) in the plug-in list management unit (1400), and the plug-in developer searches for a plug-in interface of the type he or she desires through the plug-in list management unit (1400), and can register a plug-in he or she has newly developed based on the plug-in interface obtained according to the search result. One or more of the registration information described above is required prior to the registration of the plug-in.

Meanwhile, the device (1000) for creating a customer-tailored contact center solution according to the second embodiment of the present invention can utilize the plug-in interface pool (1450) itself as a plug-in promotion bulletin board, etc., through the user interface of the plug-in interface pool (1450), so that users can record a description of a plug-in newly registered by a developer, differences from an existing version, the number of times it has been selected by the device, a rating for the developer or developer, a rating for the plug-in itself, etc., and by granting certain benefits to the plug-in developer or developer selected by the device, it will be possible to promote the development of new plug-ins. Accordingly, in the present invention, where securing as many plug-ins as possible can be a competitive advantage, it will be possible to induce active and voluntary participation of developers or developers.

Returning to the description of the service creation unit (1300), the service creation unit (1300) selects one of the plugins among one or more plugins included in the plugin candidate list for each action received from the plugin list management unit (1400) as a configuration according to predetermined criteria.

The list of plug-in candidates generated and delivered by the plug-in list management unit (1400) may include information on one or more plug-ins that can perform one action. For example, the list of plug-in candidates for action 1 may include plug-in 1, plug-in 2, plug-in 3, plug-in 4, and plug-in 5. The service generation unit (1300) must select one of these plug-ins, and the selection criteria correspond to predetermined criteria.

Here, the predetermined criterion may be any one of a first criterion for selecting the most recent plugin among one or more plugins included in the plugin candidate list for each action, a second criterion for selecting the plugin created by the developer with the highest rating, a third criterion for selecting the plugin with the highest rating, and a fourth criterion for selecting the plugin with the most selections, and it will be appreciated that any number of other criteria may be added according to the settings of the administrator of the device for generating a customer-tailored contact center solution according to the second embodiment of the present invention.

If one of the one or more plug-ins included in the list of plug-in candidates for each action is selected, a structure of a function desired by the user - role (configuration or Role) - action - plug-in to perform the action is created, and the service creation unit (1300) can finally create the contact center solution service desired by the user according to the collaboration rules indicating the relationship between the configurations.

Fig. 4 is a diagram exemplarily illustrating the structure of a contact center solution service desired by a user, created by a service creation unit (1300). Referring to Fig. 4, it can be confirmed that the core system includes a Message Channel (MC) and a Channel Controller (CC). The former, the Message Channel (MC), serves as a channel for exchanging information between plug-ins, and the latter, the Channel Controller (CC), can be responsible for the function of performing channel control.

In addition, both of these modules can actually use RabbitMQ, ActiveMQ, ZeroMQ, Kafka, etc., and in the case of the Core system, it is provided in a fixed state, not being able to be replaced or expanded with other modules that can perform the corresponding role, like a plug-in structure. This is because when guaranteeing the mutability of the module performing the Core role, the communication modules of the plug-ins must also be changed accordingly, and because the dependency between modules increases and the complexity of maintenance increases, it is desirable to use the two modules in a fixed manner.

Meanwhile, Channel Controller (CC) is the result of implementing a user interface for managing the setting information of Message Channel (MC) in RESTful, and although an IPC (Inter-Process Communication) method other than RESTful can be used, it is desirable to use RESTful as the default in order to simplify the task of implementing communication functions through standards between plug-ins. Based on this RESTful function, UI plug-ins include the implementation of a UI that can manipulate Message Channel (MC) through Channel Controller (CC), and each plug-in is responsible for defining the protocol of messages transmitted through Message Channel (MC), which means including the existing CTI role.

Figure 5 is an enlarged diagram illustrating an example of the appearance between the Core System and each plug-in. It can be confirmed that a plug-in connector is arranged between the Core System and the plug-in.

The plugin connector is combined with the Core System and acts as a delegate to collaborate with other plugins. From the Core System's perspective, rather than seeing the actual software of each plugin, it collaborates by looking at the plugin that wraps the software.

To this end, the plug-in connector has an interface for the protocol for interfacing with the Core Systemn, and plays a role in connecting external requests coming in through the interface with the internal functions of the actual software. In other words, plug-in developers can easily reuse existing standalone software by importing a plug-in connector that matches their software type and connecting the interface defined therein with the internal functions.

These plug-in connectors are modules that ultimately serve as a kind of wrapper to enable existing software plug-ins to become components of the Core System. The component that collaborates with the plug-in connector is the plug-in list management unit (1400). The plug-in list management unit (1400) must know what plug-ins are currently available and what the function of each plug-in is in order for the service creation unit (1300) to assign roles. Since the plug-in list management unit (1400) provides this information, that is, registration information, a process of registering this with the plug-in list management unit (1400) is required, and the plug-in connector is responsible for this.

Meanwhile, the plug-in connector can be configured into eight types, which are the same as those exemplarily illustrated in Fig. 4 above.

More specifically, the plug-in connectors are Data Source Manager, Analysis Toolkit, Legacy System Representative, Knowledge base Manager, Autonomous Answering Deputy, User Interface, Data Saver, and Deploy Manager. The Data Source Manager is a module that manages each channel required for operating a contact center, such as PBX-CTI for telephone, mail server for email, chatting server for chat, SMS server for SMS, and web server for bulletin board. Various modules with different subtypes can be included at the same time, and multiple modules of the same type can be combined. In the former case, one contact center includes multiple channels, and in the latter case, the workload of the same type of channel is distributed and processed by multiple modules. In the latter case, in order to manage the workload of the same channel, it is generally composed of a load balancer (a work distribution manager that distributes work) and a service worker (a process that actually performs the distributed work), but in this structure, since the load balancer role is not additionally assigned, independent work distribution is performed, not hierarchical work distribution. This approach can contribute to reducing management complexity instead of sacrificing resource utilization efficiency. Analysis Toolkit is a plug-in that has functions for analyzing collected data, and includes functions for obtaining BI (Business Intelligence) from general technical statistics. Legacy System Representative acts as an intermediary for existing systems when system integration is required, and acts as a wrapper for existing systems to interface with this core system, and is responsible for managing the domain knowledge required for the final completed service to operate. This plug-in operates differently from Data Saver, and functionally includes all the functions of Data Saver. The functions it includes include inference functions for knowledge inference and expansion. The reason it is categorized as a single module including Data Saver rather than a combination of “inference function + Data Saver” is that the structure of knowledge for inference is interdependent, so it is difficult to separate the dependencies of Data Saver and Reasoner. Autonomous Answering Deputy is a service channel endpoint of the contact center, that is, a counselor exists at the end of the service that responds to the customer's consultation request, and an agent that automates the counselor's consultation work and autonomously responds to the consultation can be created. Representative examples include IVR (interactive voice response) or chatbot, and it is a plug-in type that acts as a counselor's agent in this way. The User Interface is in charge of interacting with the user of the final software, and internally displays the status of all plug-ins existing in the service, collects the user's actions for the status, and transmits them back to each plug-in. Since the role of the User Interface varies depending on the list of plug-ins that constitute the actual service, the UX that the User Interface plug-in can provide to the user varies depending on the actual configuration (internal implementation wrapped by the plug-in connector) of the plug-ins that constitute the final service. In order to minimize this gap, the service generation unit (1300) must configure the plug-in so that the main functions of the plug-ins that constitute the service can be revealed in the UX through the User Interface plug-in. Data Saver is a plug-in for storing data generated during contact center operation. It is responsible for managing various RDBMS, NoSQL, and general directory-based files. Deploy Manager is a plug-in for automating deployment tasks during the process of deploying the created service to the service environment. Different plug-in instances exist depending on the deployment environment, and it is responsible for deployment according to a single on-premise environment, AWS, AZURE, and other cloud environments operating as IaaS, and management of the operational status in the environment.

Let's go back to the description of Figure 2.

The verification unit (1500) verifies whether the contact center solution service desired by the user, created by the service creation unit (1300), conforms to the service specifications entered by the input unit (1100).

More specifically, the result of assigning plug-ins that are components capable of performing collaboration rules verified by the collaboration rule generation unit (1200) based on the plug-in registration information registered in the plug-in list management unit (1400) verifies whether they can perform the functions desired by the actual user, and if the collaboration rule generation unit (1200) performs a logical level verification of collaboration, the verification unit (1500) performs a comprehensive verification of the operation at the physical level.

The device (1000) for generating a customer-tailored contact center solution according to the second embodiment of the present invention has been described so far. According to the present invention, a complex customization process is not required to provide a customer-tailored contact center solution, and the user only needs to input the service specifications of the desired contact center solution, and the device (1000) for generating a customer-tailored contact center solution automatically selects plug-ins that meet the service specifications to generate a completed contact center solution service. Therefore, if the device (1000) for generating a customer-tailored contact center solution is constructed, a customer-tailored contact center solution can be provided at a reasonable cost. In addition, since a complex customization process is not required and the automatically generated contact center solution service can be provided to the user after verification, a customer-tailored contact center solution can be quickly generated and quickly provided to the customer. In addition, since an environment can be provided in which developers can voluntarily participate in the development of new plug-ins, as the use of the device (1000) for generating a customer-tailored contact center solution increases, new plug-ins can also increase, and thus product competitiveness can be continuously improved.

The method for creating a customer-tailored contact center solution according to the second embodiment of the present invention described above can be implemented as a method for creating a customer-tailored contact center solution according to the third embodiment of the present invention including all the same technical features, and representative steps thereof are illustrated in FIG. 6.

Referring to FIG. 6, a method for creating a customer-tailored contact center solution according to a third embodiment of the present invention may include a step of receiving a service specification related to a function of a contact center solution service desired by a user through a user interface (S610), a step of creating an orchestration rule of a contact center solution service desired by the user based on the input service specification - the orchestration rule is a relationship between configurations (= Roles or roles) that can perform the function of the contact center solution service desired by the user (S620), a step of creating a plug-in candidate list including one or more plug-ins that can perform the created collaboration rule from a plug-in list (S630), a step of creating a contact center solution service desired by the user by selecting one or more plug-ins that can perform the collaboration rule as the configuration from the plug-in candidate list including the one or more created plug-ins (S640), and a step of verifying whether the created contact center solution service desired by the user complies with the input service specification (S650). In order to avoid redundant description, a detailed description will not be given of the customer-tailored contact center solution according to the second embodiment of the present invention described above. It goes without saying that all technical features applied to the customized contact center solution creation device (1000) can be equally applied to the customer customized contact center solution creation method according to the third embodiment of the present invention.

In addition, the method for creating a customer-tailored contact center solution according to the second embodiment of the present invention can be implemented as a computer program stored in a medium according to the fourth embodiment of the present invention, which includes all the same technical features, and is combined with a computing device to execute the steps of (AA) receiving a service specification related to a function of a contact center solution service desired by a user through a user interface, (BB) generating a collaboration rule (Orchestration Rule) of a contact center solution service desired by the user based on the input service specification - the collaboration rule is a relationship between configurations (= Roles or roles) that can perform the function of the contact center solution service desired by the user, (CC) generating a plug-in candidate list including one or more plug-ins capable of performing the created collaboration rule from a plug-in list, (DD) selecting one or more plug-ins capable of performing the collaboration rule as the configuration from the plug-in candidate list including the created one or more plug-ins to create a contact center solution service desired by the user, and (EE) verifying whether the created contact center solution service desired by the user complies with the input service specification, and in order to prevent redundant description, the following steps are not described in detail. Although not described, it goes without saying that all of the technical features applied to the customer-tailored contact center solution generation device (1000) according to the second embodiment of the present invention described above can be equally applied to the computer program stored in the medium according to the fourth embodiment of the present invention.

Although the embodiments of the present invention have been described with reference to the attached drawings, those skilled in the art will understand that the present invention can be implemented in other specific forms without changing the technical idea or essential features thereof. Therefore, it should be understood that the embodiments described above are exemplary in all respects and not restrictive.

100, 1000: Device for creating customized contact center solutions
10: Processor
20: Network Interface
30: Memory
40: Storage
41: Computer Program
50: Data Bus
200: User Terminal
1100: Input section
1200: Collaboration Rule Generation Section
1250: Rule Set Database
1300: Service Creation Section
1400: Plugin List Management
1450: Plugin interface pool
1500: Verification Department

Claims (13)

An input section that receives service specifications related to the functions of a desired Contact Center solution service from a user through a User Interface (UI);
A collaboration rule generation unit (ORM) that generates a collaboration rule (Orchestration Rule) of a contact center solution service desired by the user based on the service specification input by the input unit - the collaboration rule is a relationship between configurations (= Role or roles) that can perform the function of the contact center solution service desired by the user;
Generate a Role-Action list by extracting the actions performed by the roles from the roles included in the above generated collaboration rules,
A service creation unit (Composer) that selects one or more plug-ins capable of performing the role included in the generated collaboration rule from a list of plug-ins that include one or more plug-ins capable of performing the corresponding action for each action included in the above role-action list, and creates a contact center solution service desired by the user by configuring the plug-in;
A plugin list management unit (DF) that manages a plugin list including a plurality of plugins and, upon receiving a request from the service generation unit, generates a plugin candidate list including at least one plugin among the plurality of plugins that can perform the collaboration rule; and
A customer-tailored contact center solution generation device including a validator that verifies whether the contact center solution service desired by the user, generated by the service generation unit, conforms to the service specifications input by the input unit. In the first paragraph,
The service specifications received by the above input section are:
Including at least one of the module types, type-specific functions, and inter-module linkage rules related to the functions of the contact center solution service desired by the above user.
A device for creating customized contact center solutions. In the first paragraph,
The above collaboration rule generation unit,
The above user creates collaboration rules for the contact center solution service desired by referring to the rule set database where detailed rules and standardized collaboration rules are defined.
A device for creating customized contact center solutions. In the third paragraph,
The above collaboration rule generation unit,
The above input unit checks whether there are any logical or formal errors in the service specifications received, and if an error is found as a result of the check, the contents of the existing error are presented through the user interface, and a solution is presented using detailed rules and standardized collaboration rules defined in the rule set database.
A device for creating customized contact center solutions. delete In the first paragraph,
The above service creation unit,
Among one or more plugins included in the list of plugin candidates for each action received from the above plugin list management unit, one plugin is selected as the above configuration according to a predetermined criterion.
A device for creating customized contact center solutions. In Article 6,
The above criteria are,
Among the one or more plugins included in the list of plugin candidates for each action above, one of the following criteria is selected: a first criterion for selecting the most recent plugin, a second criterion for selecting the plugin created by the highest-rated developer, a third criterion for selecting the plugin with the highest rating, and a fourth criterion for selecting the plugin with the most selections:
A device for creating customized contact center solutions. In the first paragraph,
The above plugin list management unit is,
Contains or is connected to a plug-in interface pool containing one or more plug-in interfaces via a network;
New registration of newly developed plugins that match the search results of plugin developers' plugin interfaces is possible.
A device for creating customized contact center solutions. In the first paragraph,
The above plugin list management unit is,
Only plugins that have registered one or more registration information through the plugin connector are included in the plugin list and managed.
One or more of the above registration information,
At least one of the following: developer information, developer information, plugin type, feature list information including required features and extension features, user interface delegation information, and test scenario information for feature verification.
A device for creating customized contact center solutions. In Article 9,
The above plugin list management unit is,
The above plugin list management unit periodically executes the above function verification test scenario information for all plugins included in the above plugin list management unit to verify whether the function is performed, and if the function is not performed as a result of the verification, it is deleted from the plugin list management unit.
A device for creating customized contact center solutions. A method for creating a customer-tailored contact center solution through a device including a processor and memory,
(a) a step of receiving service specifications related to the functions of a desired contact center solution service from a user through a user interface;
(b) a step of generating an orchestration rule for a contact center solution service desired by the user based on the input service specification - the orchestration rule is a relationship between configurations (= Roles or roles) that can perform the functions of the contact center solution service desired by the user;
(c) a step of generating a role-action list by extracting actions performed by the roles included in the generated collaboration rules from the roles, and generating a plug-in candidate list including one or more plug-ins capable of performing a role including the generated collaboration rules capable of performing the corresponding action for each action included in the role-action list from the plug-in list;
(d) a step of creating a contact center solution service desired by the user by selecting one or more plug-ins capable of performing the role included in the generated collaboration rule from a list of plug-in candidates including one or more plug-ins capable of performing the corresponding action for each action included in the role-action list, and
(e) a step of verifying whether the contact center solution service desired by the user created above complies with the service specifications entered above;
A method for creating a customer-tailored contact center solution that includes: One or more processors;
network interface;
A memory that loads a computer program to be executed by the processor; and
Including storage for storing large amounts of network data and the computer program,
The above computer program is executed by one or more processors,
(A) An operation for receiving service specifications related to the functions of a desired contact center solution service from a user through a user interface;
(B) An operation for generating an orchestration rule for a contact center solution service desired by the user based on the input service specification - the orchestration rule is a relationship between configurations (= Roles or roles) that can perform the functions of the contact center solution service desired by the user;
(C) An operation of generating a role-action list by extracting actions performed by the roles included in the generated collaboration rules, and generating a plug-in candidate list including one or more plug-ins capable of performing each action included in the role-action list from the plug-in list;
(D) an operation of creating a contact center solution service desired by the user by selecting one or more plug-ins capable of performing a role included in the generated collaboration rule from a list of plug-in candidates including one or more plug-ins generated above, with the configuration; and
(E) An operation to verify whether the contact center solution service desired by the user created above complies with the service specifications entered above;
A device that creates customized contact center solutions that run on your behalf. In combination with a computing device,
(AA) A step of receiving service specifications related to the functions of a desired contact center solution service from a user through a user interface;
(BB) A step of generating an orchestration rule for a contact center solution service desired by the user based on the input service specification - the orchestration rule is a relationship between configurations (= Roles or roles) that can perform the functions of the contact center solution service desired by the user;
(CC) A step of generating a role-action list by extracting actions performed by the roles included in the above-mentioned generated collaboration rules, and generating a plug-in candidate list including one or more plug-ins capable of performing each action included in the role-action list from the plug-in list;
(DD) a step of creating a contact center solution service desired by the user by selecting one or more plug-ins capable of performing a role included in the generated collaboration rule from a list of plug-in candidates including one or more plug-ins generated above, as the configuration; and
(EE) A step of verifying whether the contact center solution service desired by the user created above complies with the service specifications entered above;
To run it,
A computer program stored on a computer-readable medium.