| 摘要 |
The present invention provides an automatic call center system using voice recognition, comprising: an IVR server for connecting a call to a first terminal of a customer requesting a call through a CTI line and receiving a voice signal associated with a call requesting position from the first terminal; a voice recognition server for processing an address corresponding to the voice signal into text information when the voice recognition server receives the voice signal from the IVR server; and a main server for prestoring membership information including personal information and current position information on a plurality of second terminals of call center members, extracting position coordinates corresponding to the text information when the main server receives the text information from the voice recognition server, and transmitting call information including the position coordinates to the at least one second terminal corresponding to a distance adjacent to the position coordinates, wherein a mobile application communicating with the main server is installed on the second terminal, the second terminal maps and displays the position coordinates on a map and receives whether the call is accepted on the application from the call center member, and the main server connects the call between the second terminal which accepts the call and the first terminal which requests the call. The automatic call center system according to the present invention is a system for automatically connecting a call by combining a wired/wireless phone and an application, which is capable of reducing usage fees and increasing profitability through unmanned call center automation using voice recognition. [Reference numerals] (100) First terminal (customer terminal); (150) CTI line; (200) IVR server (voice recognition exchange); (300) Voice recognition server (address search); (400) Main server; (500) Second terminal (call center member terminal); (AA) Voice signal; (BB) Text signal; (CC) Call request; (DD) Call connection to customer; (EE) Position coordinates |
