Remote consulting service system and method

Patent metadata

Field	Value
Publication number	US-2023410122-A1
Application number	US-202118252419-A
Country	US
Kind code	A1
Filing date	Jan 5, 2021
Priority date	Nov 27, 2020
Publication date	Dec 21, 2023
Grant date	—

Abstract

A remote consulting service system includes: a banking host server; a consultant terminal including an application processor (AP) accessible to the banking host server and a video connection unit for performing video connection with a digital desk apparatus; the digital desk apparatus that performs video connection with the consultant terminal, and that when receiving a data input request from the consultant terminal, displays a screen related to the data input request; and a digital desk server that when receiving a consultation request of a customer from the digital desk apparatus, requests a plurality of consultant terminals on standby to accept consultation based on the customer's consultation request, and that receives consultation acceptance information from the consultant terminal among the plurality of consultant terminals.

First claim

1 . A remote consulting service system comprising:
a banking host server; a consultant terminal including an application processor (AP) accessible to the banking host server and a video connection unit for performing video connection with a digital desk apparatus; the digital desk apparatus that performs video connection with the consultant terminal, and that when receiving a data input request from the consultant terminal, displays a screen related to the data input request; and a digital desk server that when receiving a consultation request of a customer from the digital desk apparatus, requests a plurality of consultant terminals on standby to accept consultation based on the customer's consultation request, and that receives consultation acceptance information from the consultant terminal among the plurality of consultant terminals.

2 . The remote consulting service system of claim 1 , wherein the digital desk apparatus includes an application program interface (API) for communicating with the consultant terminal and the digital desk server.

3 . The remote consulting service system of claim 1 , wherein the digital desk apparatus includes an image display unit, a touch input unit, a scanner, a pin pad, and a printer, and
wherein the digital desk apparatus displays the data input request and controls at least one of the image display unit, the touch input unit, the scanner, the pin pad, and the printer to input a response to the data input request.

4 . The remote consulting service system of claim 1 , wherein the digital desk server determines a business type based on the customer's consulting request, and requests consultation acceptance to a plurality of consultant terminals corresponding to the determined business type.

5 . The remote consulting service system of claim 1 , wherein the digital desk apparatus includes:
a desk; at least one image display unit disposed on the desk; and a touch input unit disposed on the desk where the customer is seated

6 . A remote consulting service method performed in a digital desk server, the method comprising:
receiving a customer's consultation request from a digital desk apparatus; requesting consultation acceptance through plug-ins installed in a plurality of consultant terminals on standby based on the customer's consulting request; receiving consultation acceptance information from any of the plurality of consultant terminals; and controlling video connection between the consultant terminal and the digital desk apparatus based on the consultation acceptance information.

7 . The remote consulting service method of claim 6 , wherein the requesting consultation acceptance to the plurality of consultant terminals includes determining a business type based on the customer's consultation request, and requesting acceptance of consultation to a plurality of consultant terminals corresponding to the determined business type.

8 . A remote consulting service system comprising:
a banking host server; a consultant terminal including a first AP accessible to the banking host server and a second AP accessible to the banking host server through communication with the first AP; a digital desk server that when receiving a consultation request of a customer, requests the consultant terminal on standby among a plurality of consultant terminals on standby to accept consultation based on the customer's consultation request through the second AP, and that receives consultation acceptance information from the second AP of the consultant terminal; and a digital desk apparatus that performs video connection with the consultant terminal, and that when receiving a data input request from the consultant terminal through the second AP, displays a screen related to the data input request.

9 . The remote consulting service system of claim 8 , wherein the digital desk apparatus includes an API for communicating with the second AP and the digital desk server.

10 . The remote consulting service system of claim 8 , wherein the digital desk apparatus includes an image display unit, a touch input unit, a scanner, a pin pad, and a printer, and
wherein the digital desk apparatus displays the data input request and controls at least one of the image display unit, the touch input unit, the scanner, the pin pad, and the printer to input a response to the data input request.

11 . The remote consulting service system of claim 8 , wherein the digital desk server determines a business type based on the customer's consulting request, and requests consultation acceptance to a plurality of consultant terminals corresponding to the determined business type.

12 . The remote consulting service system of claim 8 , wherein the digital desk apparatus includes:
a desk; at least one image display unit disposed on the desk; and a touch input unit disposed on the desk where the customer is seated.

13 . (canceled)

14 . (canceled)

Assignees

• Hyosung Tns Inc

Inventors

• Kang Jin Hyeon
• Yoon Tae Ho
• Lee Joo Yong
• Yoon Young Jin
• Seo Myong Won
• Lee Ki Hang

Classifications

• G06Q30/015 Primary

  Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk · CPC title

• H04N7/147

  Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals (selecting H04Q) · CPC title

• H04N7/142

  Constructional details of the terminal equipment, e.g. arrangements of the camera and the display · CPC title

• G06Q40/02 Primary

  Banking, e.g. interest calculation or account maintenance (credit or loans G06Q40/03) · CPC title

• G06Q30/0281

  Customer communication at a business location, e.g. providing product or service information, consulting · CPC title