• Journal of Information Technology Services
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• v.19 no.3
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• pp.1-15
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• 2020

This study applies the Delphi method to design services with convergence characteristics in the financial sector. In designing a service robot for practical deployment that can support and replace bank teller, the opinions and judgments of various expert groups were extracted and a consensus process was made through feedback. A total of six dimensions and thirty service elements were derived over three rounds. Coefficient of Variation and content validity were used to verify the suitability and reliability of the selected service elements. As a result, the essential service element of robots was interaction with customers, followed by basic and professional financial services. Based on these service factors, we proposed two types of service models. support mode to assist employees during business hours and alternative mode on behalf of employees outside business hours. It is hoped that this study will use the Delphi technique in the design of IT convergence services.

• Journal of Internet Computing and Services
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• v.9 no.3
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• pp.103-117
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• 2008

General customer uses internet, SMS(Short Message Service), ATM(Automated Teller Machine), DM(Direct Mail), and telephony services, etc, for service of big businesses and small and medium enterprises, securities, financial institutions, bank. In particular, the case of Fire insurance & Securities, financial institutions, banks must meet Real-Time constrain control through QoS(Quality of Service) ensure. In this paper, we design and implement a system model about Fault-Tolerance IVR(Interactive Voice Response) of Multi Channel Service based on CRM(Customer Relationship Management) environment for the first inbound position of customer. The proposed model can be widely used in Large-scale Customer Response service.

• Journal of Digital Convergence
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• v.18 no.12
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• pp.497-505
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• 2020

As social interest in emotional labor grows, there are many related studies in progress in recent times. However most of the studies are focused on preventing harmful effects of emotional labor or seeking effective follow-up measures from the service provider's point of view. For this reason, with focusing on the bank teller service which is one of most representative face-to-face emotional labor, this study was progressed to suggest improvement measures by identifying and analyzing the current status of visual installations at the work space for awareness improvement of emotional labor from the customer's point of view. To this end, after a prior study, an field survey of 10 banks in the first financial sector was conducted to draw out problems and finally propose improvement directions with four aspects in link with the problems presented. This study is expected to have meaning in terms of securing diversity in emotional labor related research.