KR102073069B1 - Pc as management system - Google Patents

Abstract

Provided is a PC AS management system. If a PC user accesses to a text interactive chatbot (chat robot) service using an external client when an error occurs and inputs and transmits the error (symptom) while texting, a chatbot search engine provides information for solution corr3epsonding to a text message from a chatbot server to solve the error and suggests real-time matching with an IT engineer to provide an optimal service if the error is not solved at last.

Description

PC after service management system {PC AS MANAGEMENT SYSTEM}

The present invention relates to a PC AS, and more particularly to a PC AS management system.

The PC market is often divided into a so-called assembly PC market, in which assembly vendors assemble and sell parts of different manufacturers selected according to customers' preferences, and a so-called brand PC market, mainly composed of components selected by large companies according to their policies. . Consumers of brand PCs have the advantage of easy AS due to the brand's credit, capital, and technology, but they are incompatible with parts of other companies. On the other hand, consumers of assembled PCs have the advantage of purchasing PCs assembled by parts according to their own preferences, but the disadvantage is that problems often occur in terms of AS. In other words, if the assembled PC is broken, most of the assembled PC vendors are small and small companies, and if the bankruptcy is caused by a management shortage, it is no longer possible to receive AS from the vendor. As a result, consumers have to suffer a lot of inconveniences such as no longer having to receive AS at the place of purchase, which is a barrier to the activation of sales of the assembled PC.

Patent Registration No. 10-0799324 {Registration Date: January 23, 2008}

The present invention has been made in order to meet the above requirements, when a PC user is connected to a text-chat chatbot (chat robot) service using an external client when a problem occurs, input the problem (symptom) while having a text chat The chatbot search engine provides the corresponding information from the chatbot server to solve the problem corresponding to the text message, and solves it, and finally proposes a real-time matching with the IT engineer when it is not resolved. The purpose is to provide a service management system.

In order to achieve the above object, the PC after-sales service management system according to the present invention comprises a client terminal for requesting a problem related to the use of the PC by connecting to the chatbot service through a communication network; A question processor for recognizing the problem from the client terminal by dividing the remaining portions except for the survey into a plurality of real morphemes (parts of speech); An interactive chatbot search engine for searching and extracting a plurality of candidate candidates suitable for each of the plurality of real morphemes of the difficulties from the question processor through a search engine, and selecting a final answer sentence from the answer candidate group through deep learning; An answer processor that exposes the final answer sentence from the interactive chatbot search engine to a chat window and receives a next challenge from the client terminal and sends it to the question processor; A conversation analysis processor managing conversation scenarios and slots, accumulating conversation types, learning conversations by deep learning reinforcement learning, and managing an interface between the client terminal and the chatbot; And a intelligent chatbot including a next step connector for suggesting real-time matching to an IT engineer through a real-time matching system at the customer's choice if the problem is not solved after the final answer. And auction method to transmit a predetermined time-based text to the client terminal through the intelligent chatbot, perform remote service after responding to the remote service request from the intelligent chatbot, perform remote service, and respond to the customer's travel request. It is characterized in that it comprises a service processing terminal possessed by a dealer or an engineer, performing a business trip service, checking the contents and tracking the AS progress.

The question processor may recognize a semantic analysis and an entity name for each word of the morpheme analysis result, and recognize a condition necessary for searching a question object and an answer based on the recognized meaning and the entity name.

The interactive chatbot search engine extracts answer data appropriately duplicated in the analyzed morpheme keywords into the plurality of answer candidate groups, and duplicates the answer data while reducing the number of morpheme keywords for the extracted answer data. A correct answer detector and extractor for continuously extracting and finally matching the extracted answer data to a sentence pattern and providing the final answer sentence; And generating a frame including the condition as an item for the recognized question object based on a stored frame dictionary, searching for and extracting the answer candidate group using the generated frame, and performing the last in the answer candidate group through the deep learning. It may include a data server for selecting the answer sentence. The intelligent chatbot may further include a state monitor that monitors a state having simultaneous accessors and manages to always be in an optimal state.

The intelligent chatbot is sent to the automatic happy call client smart phone after completion, perform processing content management and customer satisfaction evaluation by dealer and engineer, big data customer answers, and earn a certain amount of points after completion of the answer, the service processing terminal Provides incentive points for happy call client responses, manages processing by engineer, and evaluates customer satisfaction.

The PC after-service management system may further include a real-time matching system for placing a call in real time to the service processing terminal capable of analyzing the service request data and processing the contents when a matching request is received from the next step connector.

The present invention solves the user's difficulties by accurately extracting the response data using sentence analysis, etc., when the PC user encounters a difficulty in using the PC, using a chatbot (chat robot) service without any time and space constraints. It is effective.

1 is a block diagram showing the configuration of a PC AS management system according to an embodiment of the present invention.

Hereinafter, a PC AS management system according to an embodiment of the present invention will be described in detail with reference to the accompanying drawings.

The PC AS management system according to the embodiment of the present invention includes a client terminal 100, an intelligent chatbot 200, a real time matching system 300, and a service processing terminal 400.

Membership Management (Classified Customer Numbers)

We use a PC to perform maintenance contract customer contracts, which are divided into general membership subscription, premium membership subscription (paid), and enterprise membership subscription (paid).

Distributors and engineers expose only the customer information and the allocated customer information (searchable by mobile number, name, social security number, etc.) by the dealer using a PC or smartphone, that is, a service processing terminal 400, Assign engineers.

The client installs a remote S / W using a PC, which is the client terminal 100, and joins an AS homepage member. The client may be provided with a differentiated service by installing an app on another smart phone, the client terminal 100, and joining a member. The client terminal 100 includes a smart device such as a smart phone, a tablet.

The intelligent chatbot 200 includes a question processor 210, a search engine 220, a data server 230, a correct answer detection and extractor 240, an answer processor 250, a conversation analysis processor 260, and a next step connector ( 270, and a status detector 280.

AS receptionist

The client applies as an AS online application using a PC as a client terminal 100 or an AS app using a smart phone. The client transmits the symptom picture to the intelligent chatbot 200 of the head office using a PC or a smart phone, performs basic checks and receptions, and receives a progression text to provide a comfortable service.

An intelligent chatbot via the communication network 150 using a client connected to a client terminal 100, for example, a client PC or a mobile device capable of accessing the Internet, by a client having a problem (question or problem) related to the use of the PC. When a request for access to a chatbot (chat robot) service provided by the 200 is provided to the intelligent chatbot 200 for a problem related to the use of a PC, the query processor 210 of the intelligent chatbot 200 may request the client terminal ( Regarding the above-mentioned difficulties from 100, the remaining parts except for the investigation are divided into a plurality of real morphemes (parts of speech) and recognized. For example, “The computer screen is not displayed? When a question comes, the question processor 210 divides real morphemes (nouns, verbs, adjectives, etc.) and functional morphemes (investigations, mothers) such as 'computer screen' and 'out'. Recognize the semantic analysis and the entity name for each word of the result of the morphological analysis, and recognize the conditions required for the question object and the answer search based on the recognized meaning and the entity name.

The interactive chatbot search engine 220 searches and extracts a plurality of suitable candidate candidates for each of the plurality of real morphemes of the difficulties from the question processor 210 through a search engine, and then finalizes the answer candidate group through deep learning. Select the answer sentence.

Although FIG. 1 illustrates that the correct detection and extractor 240 and the data server 230 are not included in the interactive chatbot search engine 220, the interactive chatbot search engine 220 may be included.

The correct answer detector and extractor 240 extracts answer data suitable for the plurality of analyzed morpheme keywords into the plurality of answer candidate groups, and duplicates the answer data while reducing the number of morpheme keywords with respect to the extracted answer data. As a result, the extraction is continued, and finally, the extracted answer data is matched with a sentence pattern and provided as the final answer sentence.

The data server 230 generates a frame including the condition as an item for the recognized question object based on a frame dictionary stored in the question / answer DB server, and searches and extracts the answer candidate group using the generated frame. The deep answering unit selects the final answer sentence from the answer candidate group.

The answer processor 250 exposes the final answer sentence from the interactive chatbot search engine 220 to the chat window, receives the next trouble item from the client terminal 100, and sends it to the question processor 210.

The conversation analysis processor 260 manages a conversation scenario and a slot, accumulates a conversation type, learns a conversation by deep learning reinforcement learning, and manages an interface between the client terminal 100 and the intelligent chatbot 200.

Next step connector 270 proposes real-time matching to the IT engineer through the real-time matching system 300 at the customer's choice if the problem is not resolved after the final answer.

The state monitor 280 monitors a state such as simultaneous access and manages to always be in an optimal state.

The real-time matching system 300 analyzes the service request data when a matching request is received from the next step connector 270, and processes the contents of the mobile phone terminal text service of the IT engineer, the smartphone app, and the distributor's PC. Call the web, that is, the service processing terminal 300 in real time.

In response to the service request data received from the real-time matching system 300, the dealer terminal 400 or the engineer terminal 500 introduces an auction method to process a predetermined time character for each process through the intelligent chatbot 200 through the client terminal ( 100).

We perform call reception by assigning a receipt number assignment, a customer number, and an AS assignment number. The intelligent chatbot 200 is operated by a PC and an app connection. The head office develops DB and intelligent chatbot 200 and allocates calls.

The dealer or engineer introduces an auction method using the service processing terminal 400 and transmits the scheduled time text for each process to the client terminal 100 through the intelligent chatbot 200.

AS progress

The head office operates the intelligent chatbot 200. We provide remote and travel services and track AS progress.

The dealer and the engineer perform the remote service after remotely approving according to the remote service request from the head office using the service processing terminal 400. Resellers and Engineers respond to customer's travel requests and carry out travel services and verify their contents. Agent and engineer tracks the AS progress using the service processing terminal (400).

The client terminal 100 self-diagnoses through the intelligent chatbot 200, directly acts on the customer, and remotely approves according to the remote service request from the head office. If it is not a remote service, the client terminal 100 requests a business trip to the head office. The client terminal 100 tracks the AS progress.

AS data classification and analysis

We scan the customer PC specifications and save the information. We accumulate and retrieve processing status data for each AS symptom. We analyze the PC annual AS.

Agents and engineers seek fast and accurate service after information retrieval using the service processing terminal (400).

The client checks the AS history using the client terminal 100.

Happy call (sent from an intelligent chatbot)

The head office transmits to the automatic happy call client smartphone after completion through the real-time matching system 300 using the intelligent chatbot (200). The headquarters uses intelligent chatbots 200 to manage processing content and evaluate customer satisfaction by dealers and engineers. We turn our customer answers into big data. The head office earns a certain amount of points after the answer is completed using the intelligent chatbot 200.

The agent and the engineer provide the incentive point according to the happy call client answer using the service processing terminal 400. Agents and engineers use the service processing terminal 400 to evaluate the processing content management and customer satisfaction for each engineer.

The client uses the client terminal 100 to perform a happy call automatic question and answer. The client checks the points accumulated using the client terminal 100 and purchases a discount or an item later.

On the other hand, the detailed description and the accompanying drawings of the present invention have been described with respect to specific embodiments, the present invention is not limited to the disclosed embodiments , those of ordinary skill in the art to which the present invention belongs without departing from the technical spirit of the present invention Many substitutions, modifications and variations are possible without departing from the scope of the invention. Therefore, the scope of the present invention should not be limited to the described embodiments, but should be construed as including not only the claims below but also equivalents of the claims.

100: client terminal 150: communication network
200: intelligent chatbot 210: question handler
220: search engine 230: data server
240: correct answer detection and extractor 250: answer handler
260: Dialog Analysis Processor 270: Next Step Connector
280: state detector 300: real-time matching system
400: service processing terminal

Claims (7)

delete delete delete delete delete delete A client terminal accessing the chatbot service through a communication network and requesting difficulties related to the use of a PC;
A question processor for recognizing the problem from the client terminal by dividing the remaining portions except for the survey into a plurality of real morphemes (parts of speech); An interactive chatbot search engine for searching and extracting a plurality of suitable candidate candidates for each of the plurality of real morphemes of the difficulties from the question processor through a search engine, and selecting final answer sentences from the candidate candidates by deep learning; An answer processor that exposes the final answer sentence from the interactive chatbot search engine to a chat window and receives a next challenge from the client terminal and sends it to the question processor; A conversation analysis processor managing conversation scenarios and slots, accumulating conversation types, learning conversations by deep learning reinforcement learning, and managing an interface between the client terminal and the chatbot; Next step connector for suggesting real-time matching to the IT engineer through the real-time matching system at the customer's choice if the problem is not resolved after the final answer; And an intelligent chatbot including a status monitor that monitors a status with simultaneous accessors and manages the optimal status at all times.
By introducing the auction method to send the scheduled time-based text to the client terminal through the intelligent chatbot, and remotely approved in response to the remote service request from the intelligent chatbot to perform the remote service and in response to the customer's travel request A service processing terminal possessed by a dealer or an engineer for performing on-site service, checking contents and tracking AS progress; And
A real-time matching system for placing a call in real time to the service processing terminal capable of analyzing the service request data and processing the contents when a matching request is received from the next step connector,
The question processor recognizes a semantic analysis and individual name for each word of the morphological analysis result, recognizes a condition required for a question object and an answer search based on the recognized meaning and individual name,
The interactive chatbot search engine extracts answer data appropriately duplicated in the analyzed morpheme keywords into the plurality of answer candidate groups, and duplicates the answer data while reducing the number of morpheme keywords for the extracted answer data. A correct answer detector and extractor for continuously extracting and finally matching the extracted answer data to a sentence pattern and providing the final answer sentence; And generating a frame including the condition as the item for the recognized question object based on a stored frame dictionary, searching for and extracting the answer candidate group using the generated frame, and performing the final learning in the answer candidate group through the deep learning. Includes a data server to select answer sentences,
The intelligent chatbot is sent to the automatic happy call client smart phone after completion, to conduct processing content management and customer satisfaction evaluation by dealers and engineers, to big data customer answers, and earn a certain amount of points after completing the answers,
The service processing terminal provides an incentive point according to the happy call client response, evaluates the processing content management and customer satisfaction by engineer,
The client terminal self-diagnoses through the intelligent chatbot and directly acts on the customer, performs remote approval according to a remote service request from the head office, requests the business trip to the head office if the remote service is not available, and performs after-sales service (AS). PC after-sales service management system that tracks the situation to check the AS history, perform happy call automatic question and answer, check the points earned and purchase discounts or goods later.

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