KR102416003B1 - A method to identify a food menu using speech recognition and a system using the same - Google Patents

Abstract

Provided in the present invention is a method for identifying a food menu using voice recognition, in a state in which a recognition module is included in an Artificial Intelligence (AI) callbot system and the recognition module for recognizing a delivery order is trained, comprising the following steps in which: (a) a call center infrastructure system receives an order call from a user terminal; (b) the AI callbot system receives the order call from the call center infrastructure system and checks a delivery order included in the order call using the recognition module; (c) the AI callbot system registers an order sheet including the delivery order in a cloud order system; (d) a Point of Sale (POS) terminal in a store receives the order sheet from the cloud order system and displays information included in the order sheet for a preset time on a display so that a responsible person in the store can confirm the order; and (e) if there is no confirmation of the order for the preset time, the order call is automatically canceled, and if the order is confirmed for the preset time, the POS terminal prints the order sheet through a printer in the store and delivers information included in the order sheet to a delivery agency device. The step (b) further includes a step of recognizing a voice of the order call using the recognition module, generating an initial food menu, and generating a final food menu based on the initial food menu, wherein the initial food menu includes one or more menu names and the final food menu includes one or more menu names, and options and quantities for each of the one or more menu names. Accordingly, the food menu recognition is performed with high quality for the menu names, options, and quantities included in recognized words even when a customer naturally speaks.

Description

A method for identifying a food menu through voice recognition and a system using the same

The present invention relates to a method for identifying a food menu through voice recognition and a system using the same, in which a recognition module is included in an AI callbot system, and in a state in which the recognition module for recognizing a delivery order is learned, the call center infrastructure system, receiving an order call from a consumer's terminal; The AI callbot system, receiving the order call from the call center infrastructure system, and using the recognition module to check the delivery order included in the order call; registering, by the AI callbot system, an order book including the delivery order in the cloud order system; The in-store POS terminal receives the order form from the cloud order system, and displays the information included in the order form on the screen for a preset time so that the in-store person in charge confirms the order; and if there is no order confirmation for the preset time, the order call is automatically canceled, and when the order is confirmed for the preset time, the POS terminal prints the order form through an in-store printer, It relates to a method comprising the step of passing the included information to a delivery agency device.

The domestic delivery market is growing rapidly with an estimated market size of KRW 28 trillion in 2021 and an average annual growth rate of 12.3%. Although delivery orders are increasing through delivery apps, the proportion of orders made over the phone is still high.

Currently, in the case of a phone order by a commercialized AI speaker or AI voice assistant, it performs voice recognition over a wide area and shows a low recognition success rate. Due to this, there was an aspect that an active response was impossible in case of an emergency. In addition, there is a limit to voice recognition, so an AI delivery service that specializes in recognition areas such as menus and shows a high recognition success rate was needed.

Accordingly, the present inventor intends to propose a method for identifying a food menu through voice recognition and a system using the same.

An object of the present invention is to solve all of the above problems.

Another object of the present invention is to have a high voice recognition success rate through an AI call bot for a consumer's voice included in a delivery call.

In addition, the present invention divides recognized words into menu names, options, and quantities, and actively responds to omissions and changes in order according to consumers' natural utterances, and applies options and quantities to each menu name to suit consumers' intentions. Creating the final food menu is another purpose.

In order to achieve the object of the present invention as described above and to realize the characteristic effects of the present invention to be described later, the characteristic configuration of the present invention is as follows.

According to an aspect of the present invention, in the method of identifying a food menu through voice recognition, a recognition module is included in the AI callbot system, and the recognition module for recognizing a delivery order is learned, (a) the call center infrastructure system , receiving the order call from the consumer's terminal, (b) the AI callbot system receives the order call from the call center infrastructure system, and uses the recognition module to confirm the delivery order included in the order call, (c) ) The AI callbot system registers the order form including the delivery order in the cloud order system, (d) the in-store POS terminal receives the order form from the cloud order system, and displays the information included in the order form on the screen for a preset time. displaying the display so that the person in charge in the store can confirm the order, and (e) if there is no order confirmation for the preset time, the order call is automatically canceled, and when the order is confirmed for the preset time, the POS terminal prints in-store Printing the order form through the device, comprising the step of transmitting the information included in the order form to the delivery agency device, (b) step, by using a recognition module to voice recognition the order call to create an initial food menu and initial food generating a final food menu based on the menu, wherein the initial food menu includes one or more menu names, and the final food menu includes one or more menu names, and one or more menu names, each of which may include options and quantities. have. With respect to the menu name, option, and quantity included in the recognized words, it is possible to perform food menu recognition with a high degree of completeness even in a natural utterance of the customer.

The present invention has an effect of having a high voice recognition success rate through an AI call bot for the voice of the consumer included in the delivery call.

In addition, the present invention can perform food menu recognition with a high degree of completeness even in a customer's natural utterance with respect to the menu name, option, and quantity included in the recognized words.

1 is a diagram showing a schematic configuration of a system for an order automation service according to an embodiment of the present invention.
Figure 2 is a flow chart showing the process until the delivery of the order call to the delivery agency app according to an embodiment of the present invention.
3 to 8 are diagrams for explaining a method of identifying a food menu according to an embodiment of the present invention.
9 is a diagram illustrating a process of displaying a visual order screen on a consumer's terminal according to an embodiment of the present invention.
10 is a diagram illustrating a screen of a backup counselor terminal supported by a backup counseling server according to an embodiment of the present invention.
11 is a diagram illustrating information that can be checked in an integrated management system according to an embodiment of the present invention.
12 is a diagram illustrating a detailed configuration of a system for an order automation service according to an embodiment of the present invention.
13 is a view showing the progress of the AI ordering service according to an embodiment of the present invention.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS [0012] DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS [0010] DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS [0010] Reference is made to the accompanying drawings, which show by way of illustration specific embodiments in which the present invention may be practiced. These embodiments are described in sufficient detail to enable those skilled in the art to practice the present invention. It should be understood that the various embodiments of the present invention are different but need not be mutually exclusive. For example, certain shapes, structures, and characteristics described herein with respect to one embodiment may be implemented in other embodiments without departing from the spirit and scope of the invention. In addition, it should be understood that the location or arrangement of individual components within each disclosed embodiment may be changed without departing from the spirit and scope of the present invention. Accordingly, the detailed description set forth below is not intended to be taken in a limiting sense, and the scope of the present invention, if properly described, is limited only by the appended claims, along with all scope equivalents as those claimed. Like reference numerals in the drawings refer to the same or similar functions throughout the various aspects.

Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings in order to enable those of ordinary skill in the art to easily practice the present invention.

1 is a diagram showing a schematic configuration of a system for an order automation service according to an embodiment of the present invention. 2 is a flowchart illustrating a process up to delivery of an order call to a delivery agency according to an embodiment of the present invention.

As can be seen in Figure 1, in the overall system of the present invention, AI callbot system 100, call center infrastructure system 200, backup consulting server 300, cloud ordering system 400, POS terminal 500, delivery agency device 600 and the like, and an order automation service may be provided using each of them. A detailed structure of each system will be described with reference to FIG. 12, which will be described later, and processes performed in each system will be described below. However, in the POS terminal 500, both a service solution in the form of an app or web with the same function installed in a separate terminal and a general smart phone are possible.

First, a consumer (customer) may request an order using a terminal (phone). The call center infrastructure system 200 may receive an order call from the consumer's terminal (S210). Here, the order call corresponds to a call (call) for requesting delivery of food, etc. sold in the store.

Next, the AI callbot system 100 may receive the order call from the call center infrastructure system 200 and confirm the delivery order included in the order call using the recognition module 110 ( S220 ).

The recognition module 110 included in or linked to the AI callbot system 100 includes an AI engine and the like, and can support AI-based voice recognition technology through this. For reference, the AI engine may include a speak to text (STT) engine, a text to speak (TTS) engine, or a hybrid engine that considers all of the STT function, TTS function, and NLP (Natural Language Process) function.

Specifically, the AI callbot system 100 may recognize the food menu and delivery address included in the order call through the recognition module 110 . However, in the present invention, the recognition of the food menu will be focused on. Specifically, the recognition module 110 may generate an initial food menu by recognizing a voice by a consumer's order call. For example, the initial food menu may be "one fried bone and one boneless". The recognition module 110 may generate a final food menu by modifying the initial food menu to generate a delivery order including the final food menu. In this case, the final food menu may be “one fried bone, one fried boneless meat”.

The example of generating the final food menu by modifying the initial food menu is not limited to the above example, and the recognition module 110 modifies the initial food menu in step S220 to create a final food menu in various modification methods. This will be described in detail later with reference to FIGS. 3 to 8 .

3 to 8 are diagrams for explaining a method of identifying a food menu according to an embodiment of the present invention.

First, referring to FIG. 3 , the recognition module may generate an initial food menu by voice recognition of an order call, and this initial food menu may include a first menu name, a first option, and a second option in sequence. In this case, the menu name may be a menu name of food such as fried and seasoned chicken, and the options such as the first option and the second option are selectable options for one menu name, and may include bones, boneless meat, and the like. For example, the first menu name may be fried, the first option may be bone, and the second option may be boneless.

At this time, if the recognition module does not recognize another menu name identical to or different from the first menu name within a preset distance from the second option, the first menu name and the first option are bundled and applied as a set, and for the second option, the first menu name By applying a new food menu in which the first menu name and the second option are bundled as a set, a final food menu may be created.

More specifically, the first menu name (fried) and the first option (bone) are grouped into one set of bars adjacent to each other in the initial food menu, and the recognition module applies the first option (bone) to the first menu name (fried) and finally It can be reflected in the food menu. However, the recognition module did not recognize a new menu name different from the first menu name within a preset distance with respect to the second option (boneless meat) recognized thereafter. Therefore, the recognition module applies the pre-recognized first menu name (fried) even if the distance set in advance for the second option is exceeded, and bundles the first menu name (fried) and the second option (boneless meat) into a set of the first menu name ( It is possible to create an additional food menu to which the second option (boneless meat) is applied to fried). Accordingly, the recognition module may generate a final food menu including 'first menu name (fried) first option (bone)' and 'first menu name (fried) second option (boneless meat)'.

According to an embodiment, as shown in FIG. 3A , the recognition module may recognize the first menu name, the first option, the second option, and the quantity as the initial food menu. As described above, referring to FIG. 3(b) , an additional food menu (fried boneless meat) to which the first menu name (fried) is applied is generated for the second option (boneless meat), and the first option to which the first option is applied is generated for the quantity A final food menu (one fried bone, one fried boneless meat) can be created by applying the corresponding quantity (one) to each of the menu name (fried bone) and the first menu name (fried boneless meat) to which the second option is applied. .

Accordingly, in response to an order call from a customer who wants to apply different options to the same menu name, the recognition module can create different orders for the same menu name to which different options are applied, and each different You can apply the recognized quantity to the order. Accordingly, the customer can perform natural and daily utterances, and a delivery order to which the customer's order intention is effectively applied can be created.

Referring to FIG. 4 in relation to another embodiment, when the recognition module recognizes the negative connection word after recognizing the menu name or option, the recognition module deletes the word most adjacent to the negative connection word among the words recognized before the negative connection word can Specifically, as shown in Fig. 4(a), the recognition module is an initial food menu, including a first menu name (fried), a first option (bone), a negative connection word (no), a second option (boneless meat), and a quantity (one). can be recognized in turn. The negative linking word may be a linking word containing a meaning related to negation, such as not, not, not, and the like. When the final food menu is generated from the initial food menu, the recognition module may delete menu names and options recognized in front of the negative connection word that exist at the closest distance to the negative connection word. As shown in Fig. 4(b), the closest word before the negative connection word (no) is the first option (bone), and the recognition module deletes the first option (bone) to display the final food menu (one fried boneless meat) can create

Referring to FIG. 5 in connection with another embodiment, the recognition module recognizes the first menu name, the second menu name, and the first option as the initial food menu, and the distance between the first option and the first menu name is equal to the first option If it is greater than the distance between the second menu names, the recognition module may generate the final food menu by applying the first option to the second menu name and the basic option to the first menu name.

Specifically, the recognition module may have a smaller number of recognized options than the number of recognized menu names. That is, the recognition module can recognize the first menu name (fried), the second menu name (fried), and the first option (boneless meat) as shown in FIG. can be larger than In this case, it may be necessary to determine the name of the menu to which the recognized option of the first option (boneless meat) is to be applied, from among the first menu name and the second menu name. The recognition module may recognize that a distance between the first menu name (fried) and the first option (boneless) is greater than a distance between the second menu name (fried) and the first option (boneless). The name of the menu to which the first option is applied may be recognized as the name of the second menu (fried). Accordingly, the recognition module may apply a basic option, for example, bone (which may be changed according to a user's setting) to the first menu name.

In addition, the recognition module may apply a basic quantity to each of the first menu name and the second menu name with respect to the quantity not uttered by the customer other than the optional bone or boneless meat. Therefore, referring to Fig. 5(b), the final food menu generated by the recognition module applies the basic option (bone) and the basic quantity (1 piece) to the first menu name (fried), and applies the basic option (bone) and the basic quantity (1) to the second menu name (fried). It may be 'one fried bone, one fried boneless meat' to which the first option (boneless meat) and the basic quantity (1 piece) are applied.

In this case, as shown in FIG. 5 , the first menu name and the second menu name may be the same as 'fried', but the present invention is not limited thereto, and the first menu name and the second menu name may be different from each other. In addition, a connecting word (and) may be recognized between the first menu name and the second menu name, and only when the connecting word is recognized, the method for generating the final food menu described above with reference to FIG. 5 may be used.

In relation to another embodiment, referring to FIG. 6 , the recognition module may recognize a plurality of menu names as an initial food menu and may not recognize an option or quantity within a preset distance from the plurality of menu names. For example, the initial food menu may include only the first menu name (fried) and the second menu name (seasoned chicken) as shown in FIG. There may not be an option (eg, bone or boneless, etc.) or quantity within the distance. In this case, the recognition module may generate a final food menu by applying a basic option and a basic quantity to each menu name as shown in FIG. 6( b ). The basic option of the first menu name (fried food) may be 'bones' and the basic quantity may be '1 piece'. In addition, the basic option of the second menu name (seasoned chicken) may be 'bone' and the basic quantity may be '1 piece'. Accordingly, the final food menu generated by the recognition module may be 'one fried bone, one seasoned chicken bone'.

In relation to another embodiment, referring to FIG. 7 , the recognition module recognizes a plurality of menu names and after that, when a specific menu name among the recognized menu names is recognized and an option or quantity is recognized, a preset option or Regarding quantity, an option or quantity for a specific menu name among a plurality of menu names may be changed to a recognized option or quantity. More specifically, as shown in Fig. 7(a), the recognition module recognizes the first menu name (fried) and the second menu name (seasoned chicken) as the initial food menu, and then the first menu name (fried) and the first option (boneless meat) can recognize As described above with reference to FIG. 6 , as a result of recognition of the first menu name (fried) and the second menu name (seasoned chicken), the basic option (bone) and the basic quantity (one ) may be applied to create a final food menu. Thereafter, the recognition module may further recognize the first menu name (fried) and the first option (boneless meat), which are one of the already recognized first menu names (fried) and second menu names (spiced chicken), as initial food menus. In this case, the first menu name (fried) may coincide with 'fried', which is one of the already recognized menu names 'fried' and 'spiced chicken'. Therefore, the recognition module generates 'first menu name (fried) basic option (bone) basic quantity (1), second menu name (seasoned chicken) basic option (bone) basic quantity (1),' which was created as the existing final food menu. ', by changing the basic option (bone) of the first menu name (fried) to the first option (boneless meat), a modified final food menu (one fried boneless meat, one seasoned chicken bone) can be created.

Referring to FIG. 8 for another embodiment, the recognition module applies options and quantities within a preset distance based on the menu name to the corresponding menu name regardless of the order of the menu name, option, and quantity included in the initial food menu. You can create food menus. Specifically, referring to FIG. 8 , the initial food menu recognized by the recognition module may have various orders, such as the order of 'menu name option quantity', 'menu name quantity option', or 'option menu name quantity' order. In this case, the recognition module may preferentially recognize the menu name and apply the recognized option or quantity to the menu name within a preset distance range based on the recognized menu name (seasoning). For example, in the first example of FIG. 8 , after the menu name (seasoning), the option (boneless meat) and the quantity (one piece) may be sequentially recognized. The options and quantities may be recognized to exist within a preset distance from the menu name. In this case, the option (boneless meat) and quantity (1 piece) may be applied to the menu name (seasoning) to create 'one seasoned boneless meat' as the final food menu.

In the same way, in the second example of FIG. 8 , the quantity (1 piece) and the option (boneless meat) can be sequentially recognized after the menu name (seasoning), and even if the order of the options and quantities is different from the first example, the quantity and options are It can be recognized that it exists within a set distance. In this case, the option (boneless meat) and quantity (1 piece) may be applied to the menu name (seasoning) to create 'one seasoned boneless meat' as the final food menu. At this time, the final food menu can be created by applying the options and quantity for each menu name in the order of 'menu name', 'option' and 'quantity', and as the initial food menu, voice recognition in the order of menu name quantity options However, according to the set order, the final food menu may be created as '1 seasoned boneless meat' instead of '1 seasoned boneless meat'.

In the same way, in the third example of FIG. 8 , the option (boneless meat) is recognized first, and then the menu name (seasoning) and quantity (1 piece) can be recognized. ) and quantity (one) are applied to the menu name (seasoning), and a final food menu called '1 seasoned boneless meat' can be created based on the order of each element constituting the final food menu.

According to one embodiment, the call center infrastructure system 200 can place multiple phone orders in one store, so that when a plurality of consumers place an order by phone at a single store at the same time, it can be supported so that a simultaneous call order is possible rather than in a call. . This is because the AI callbot system 100 can automatically respond to an order call received in the call center infrastructure system 200 .

According to an embodiment, the AI callbot system 100 may recognize the delivery address through the recognition module 110 and compare the delivery address with addresses included in an external database to determine the delivery address. It is possible to recognize the consumer's voice order "96, Guuigangbyeon-ro, Gwangjin-gu, Seoul" made on the order call. In some cases, secondary access to the address DB of the Ministry of Public Administration and Security determines whether the recognized address ("96 Guuigangbyeon-ro, Gwangjin-gu, Seoul") exists, and if the matching address is included in the DB, the corresponding delivery address can be confirmed. In order to increase the accuracy of the delivery address recognition, iterative learning should be performed on the recognition module 110, and in this case, the standard address included in the standard address DB of the Ministry of Public Administration and Security may be used.

9 is a diagram illustrating a process of displaying a visual order screen on a consumer's terminal according to an embodiment of the present invention.

When the AI callbot system 100 determines that the delivery order has been recognized, it transmits the delivery order to the consumer's terminal and, through verification, registers the order book including the delivery order in the cloud order system 400 based on this. can

Conversely, when it is determined that the AI callbot system 100 does not recognize the delivery order, it displays the order screen (visible ARS) on the consumer's terminal, and obtains the delivery order based on the input value from the consumer's terminal. have.

Specifically, in a state in which the order screen is displayed on the consumer's terminal, the AI callbot system 100 obtains a delivery order based on an input value (eg fried, bone, one, etc.) input from the consumer's terminal. it can be When the accuracy of voice recognition using the recognition module 110 is low, the AI callbot system 100 may support obtaining an accurate delivery order using the order screen (visible ARS).

That is, the AI callbot system 100 recognizes the consumer's voice (ex. one fried boneless meat) and provides a corresponding pre-stored voice (ex is one fried boneless meat correct? Please say yes or no) to communicate with the consumer Conversation can be conducted by voice, but in some cases, it recognizes the consumer's voice (ex. one fried boneless meat) and displays the corresponding ARS screen (“Is one fried boneless meat correct? Enter Yes or No on the screen of the consumer terminal) Please do it" display), the consumer may conduct a conversation by voice or input (ex terminal touch, etc.), and the AI callbot system 100 displays a changing order screen.

In addition, the AI callbot system 100 may not clearly recognize the consumer's voice. For example, although the consumer said "two crispy chickens" and "Seoul Yeoksam Station", the AI callbot system 100 may not recognize it as "two Basakan chickens" and "Seoul Yeongsam Station".

The AI callbot system 100 recognizes that the delivery menu or delivery address is unclear based on the pre-stored delivery menu (pre-stored for food sold at each store) and the pre-stored address (in the standard address DB of the Ministry of Public Administration and Security). A support request message may be transmitted to the backup consultation server 300 .

10 is a diagram illustrating a screen of a backup counselor terminal supported by a backup counseling server according to an embodiment of the present invention.

The backup consultation server 300 says that the recognition is unclear among the information about the customer and the store who made the order call ('1' in the drawing), the connection step, the delivery menu recognition step using the AI engine, and the delivery address recognition step using the AI engine. The determined specific step ('2' in the drawing), delivery information including delivery or packaging ('3' in the drawing), the recognized delivery menu order product ('4' in the drawing), the recognized delivery menu and recognition The payment amount based on the delivered delivery address ('5' on the drawing), the recognized delivery address ('6' on the drawing), the consumer's order history using the order call ('7' on the drawing), At least one of a consultation conversation between the consumer and the AI engine may be displayed on the screen of the terminal of the backup agent.

First, the information on the consumer and the store who made the order call may include a telephone number of the consumer (customer), a store branch name, and the like. In addition, on the screen of the backup agent's terminal, the AI counseling departure step includes a connection step, a menu recognition step, and an address recognition step, among which communication connection is difficult or voice recognition is unclear in the process of processing an order call. The determined specific step may be displayed. That is, it indicates whether an error occurred at any stage.

Here, the connection step may mean a case in which an error occurs in the connection (communication) process between the consumer's terminal and the AI callbot system 100, and in some cases, may not be included in the specific step.

In addition, as delivery information, whether it is a package order or a delivery order may be included and displayed, and an AI voice-recognized order product, AI-voice-recognized delivery address, etc. may be displayed on the consumer's terminal. The backup consultation server 300 may support the backup agent to change/add/delete orders for products and delivery addresses.

In addition, in the case of the payment amount displayed on the consumer's terminal, the delivery cost based on the location of the address to be delivered as well as the ordered product may be considered.

The consumer's order history using the AI consultation conversation may also be displayed on the consumer's terminal, and the date and time of each AI consultation conversation, whether the consultation was successful, the contents of the consultation conversation, etc. may be included.

After all, the backup consultation server 300 allows the backup agent to supplement the delivery menu or delivery address based on the order history, whether the AI consultation is deviated from which stage, and the conversation between the consumer and the recognition module (AI engine). You can complete your order. For reference, the backup consultation server 300 may play a supplementary role to the voice recognition method by the AI engine, but in some cases (eg, when a consumer requests, etc.) the voice by the recognition module (AI engine) It is also possible to have the backup agent complete the order form (delivery menu, delivery address, etc.) without realizing it.

The AI callbot system 100 may register an order book including a delivery order (order menu, order address) in the cloud order system 400 ( S230 ). The order menu and order address may correspond to results derived from AI voice recognition or supplementation with a backup consultation server.

In addition, after the ordered food is delivered to the consumer, when a complaint is made that the delivery content is wrong, the function of reproducing the recorded voice file or the recorded text of the telephone order is a backup counseling server service or solution 300 You can check the difference between the customer's order and delivery.

In addition, the backup counseling server 300 clearly displays the part that the recognition module 110 has not recognized indefinitely with a separate display in order to shorten the service time, so that the backup counselor does not ask for duplicate voice recognition contents. can do. Specifically, separate indications (ex display of different colors, check marks, etc.) for the unclearly recognized part (ex. 1 bowl of Jjamppong) among the recognized plurality of delivery menus (ex 1 bowl of Jjajangmyeon, 1 bowl of Jjambbong, 1 bowl of sweet and sour pork) can be displayed with

Next, the POS terminal 500 installed in the store may receive an order form from the cloud order system 400 and display information included in the order form on the screen for a preset time.

The POS terminal 500 is a device controlled by a person in charge in the store, and can also be accessed from the cloud order system 400 . In some cases, unlike in FIG. 1 , a franchise server may be placed between the cloud ordering system 400 and the POS terminal 500 to support communication between the two.

In addition, the POS terminal 500 may display the information included in the order form on the screen for a preset time so that the person in charge in the store can confirm the order. That is, the POS terminal 500 may pop-up the order food and order place included in the order form on the screen for a preset time (ex 5 minutes) so that the person in charge in the store clicks the order confirmation button to confirm the order ( S240).

When the information included in the order is in the pop-up state (for a preset time), if there is no order confirmation, the order call is canceled and the pop-up information may also disappear from the screen. In some cases, the person in charge of the store may cancel the order call while inputting the reason for canceling the order call (eg, delayed order, exhausted materials, etc.).

When it is confirmed that the order call has been canceled, the AI callbot system 100 or the cloud order system 400 may transmit an order call cancellation message and a reason for cancellation to the consumer's terminal. In addition, it is possible to recommend a menu and a store corresponding to the ordered food that the consumer wants to order.

For example, if a consumer orders '1 garlic chicken' from store A, but the order call is canceled, a store that sells 'garlic chicken' or 'whole chicken' among other stores located a certain distance from the customer's delivery address can be recommended. A store that sells the same food (ex garlic chicken) as the food ordered by the consumer may be recommended, but in some cases, a store that sells food (ex whole chicken) that is a higher level of the food ordered by the consumer may be recommended. .

However, the recommendation service may not be provided depending on specific cancellation reasons. For example, if it is determined that the customer who ordered is a black consumer, there is no need to recommend another store.

In addition, the recommendation order may be based on a recommendation score (C) calculated based on a preset method (Ax + By = C). In the above A/x + By = C, A and B correspond to constants, x is the distance from the customer's delivery address to the store, and y is the store's evaluation grade (evaluated by customers), so that the recommendation score C is that can be calculated.

As a result, the smaller the distance from the delivery address to the store, the higher the evaluation grade of the store, the higher the recommendation score C may be.

On the other hand, when the information included in the order form is in the pop-up state (for a preset time), if the order is confirmed, the POS terminal 500 prints the order form through an in-store printing device, and the information included in the order form can be delivered to the delivery agency device 600 (S250).

In addition, when the order is confirmed for a preset time, the POS terminal 500 may display a plurality of estimated delivery times and allow a store manager to select a specific delivery expected time. Among a plurality of estimated delivery times (eg 15 minutes, 20 minutes, 30 minutes, etc.), the store manager selects a specific delivery estimated time.

The POS terminal 500 may print an order book including the selected specific delivery expected time (ex 30 minutes) and transmit an order reception completion message including the specific delivery expected time to the consumer's terminal.

It can be assumed that a plurality of delivery agencies interlocked with the POS terminal 500 exist. The cloud ordering system 400 may deliver a list of delivery agencies in which deliverable manpower exists to the POS terminal 500 in a state in which information on delivery manpower is received in real time from each delivery agent.

The POS terminal 500 allows the person in charge of the store to select a specific delivery agency from the list of delivery agencies, select a specific delivery request time from among a plurality of delivery request times, and specify the order including the specific delivery request time. It can be delivered to the delivery agency device (600).

Here, the delivery request time may mean the time it takes to deliver the cooked food to the order address, and the above-mentioned expected delivery time may correspond to the sum of the time it takes to cook the food and the time it takes to deliver it. have.

Accordingly, a plurality of delivery request times (ex 15 minutes, 20 minutes, 25 minutes, 30 minutes, etc.) displayed on the screen of the POS terminal 500 will be less than or equal to each specific delivery expected time (ex 30 minutes). This is because the delivery time cannot be greater than the sum of the food preparation and delivery times.

In addition, the plurality of delivery request times will be greater than or equal to the time calculated in consideration of the delivery distance and the average delivery speed. Specifically, assuming that the distance from the store to the ordering address is 15 km and the average delivery speed (based on a scooter) is 60 km/h, the average time calculated as 15 km / 60 km/h will be 15 minutes. That is, the plurality of delivery request times may correspond to a value greater than or equal to 15 minutes.

The POS terminal 500 may display a plurality of delivery request times within the range (15 minutes to 30 minutes) calculated as above on the screen, and allow the person in charge of the store to select a specific delivery request time (ex 20 minutes). . In addition, the POS terminal 500 delivers an order form including a specific delivery request time (ex 20 minutes) to a specific delivery agency device 600, and the order menu is delivered to the order place within the specific delivery request time (20 minutes) You can request to be

11 is a diagram illustrating information that can be checked in an integrated management system according to an embodiment of the present invention.

A plurality of stores may use the order automation service of the present invention, and the plurality of stores may receive an order call using the cloud order system 400 . At this time, the cloud order system 400 will be accessible through an integrated management system or a web page used by the person in charge of each of the plurality of stores.

In the integrated management system, which is a control tower for managing the order automation service of the present invention, the number of a plurality of first order calls delivered to the cloud order system 400 using AI voice recognition for a preset time, a plurality of first order calls It is possible to check information about the total of the total payment amount for , the average call time for a plurality of first order calls, and the like.

For example, you can check information about 200 order calls delivered using AI voice recognition over the past week, total payment amount of 3 million won, and average call time of 50 seconds.

In addition, the integrated management system, the number of the plurality of second order calls delivered using the backup consultation server 300 for the preset time (ex the last week), the total sum of the total payment amount for the plurality of second order calls , it is also possible to check information about the average call time for a plurality of second order calls.

Additionally, the integrated management system is the number of a plurality of third order calls delivered using both the recognition module 110 and the backup consultation server 300, the total of the total payment amount for the plurality of third order calls, a plurality of 3 You can also check information on average talk time for order calls.

In addition, the total number of orders 1-1 to 3-1 order calls, the total payment amount for orders 1-1 to 3-1 order calls during this week (1st week period), 1-1 to Average call time for each of the 3-1 order calls in the past week (second week period), the number of order calls 1-2 to 3-2, and the number of order calls 1-2 to 3-2 A changed numerical value (ex %, number of cases) may appear compared to the total of the total payment amount and the average call time for the 1-2 to 3-2 order calls.

According to one embodiment, the integrated management system uses the recognition module 110 or the backup consultation server 300 to the number of order calls accumulated up to the preset time (ex. one week) and the total sum of the accumulated payment amount. can also be checked.

In a plurality of stores, the cloud ordering system 400 may be accessed through a web page used by each person in charge. For reference, the log-in information (eg ID/password, etc.) of the web page and the aforementioned POS terminal 500 may be the same.

On the web page, it is possible to change the price and payment type for products sold by the order call in each store, and support to check the order time, recording history, etc. ordered by the order call. That is, the person in charge of each store can easily modify the price and payment type (packaging or delivery) of the sold product through the web page, and can check the previous details such as order time and recording history.

12 is a diagram illustrating a detailed configuration of a system for an order automation service according to an embodiment of the present invention.

First, when an order call is received from a terminal of a consumer (customer), the order call is Voice G/W through Server Based Computing (SBC), Session Initiation Protocol (SIP) server, etc. included in the call center infrastructure system 200 . (Gateway) can be reached. The Voice G/W may support AI voice recognition while transmitting and receiving information with the API Server, visible ARS, and STT/TTS/Hybrid engine included in the AI callbot system 100 .

The AI callbot system 100 may perform order menu recognition, order address recognition, etc. included in an order call through the AI engine in the API server, and may acquire affiliate store information, customer information, and the like. For reference, although the ARS and STT/TTS/Hybrid engines shown in FIG. 12 are displayed separately from the AI colbot system 100 , they may correspond to a configuration included in the AI colbot system 100 , and the STT/TTS/ Hybrid engine can be included in a kind of AI engine. In addition, although not specifically disclosed in FIG. 12 , the AI engine may form a structure included in the recognition module 110 .

In addition, the AI callbot system 100 can use the road name address API included in the DB of the Ministry of Public Administration and Security during the order address recognition process, and can clearly support order menu recognition and order address recognition through the backup counselor service/solution 300 There, it is possible to transfer the recognized information and the like to the cloud ordering system (400).

In the cloud ordering system 400, order-related information (menu, address, etc.) is transferred to the POS store POS linkage-Agent 500 through the franchise server, and delivered to the delivery agency service linkage 600 to automatically order for call orders. service can be provided.

13 is a view showing the progress of the AI ordering service according to an embodiment of the present invention.

As can be seen from FIG. 13 , in the present invention, various results are derived according to the customer's intention (packaging, delivery, order cancellation, etc.). In addition, the process of requesting a menu question from the customer and recognizing the customer's vocalization by the recognition module 110 is divided into a plurality of cases and displayed.

For example, it is possible to classify a plurality of intentions such as menu recognition, similar menu name recognition, order cancellation, agent connection, menu not recognition, price inquiry, etc., and derive different processes depending on the intention of the customer can be checked through

It goes without saying that one or more of the various embodiments of the present invention may be combined with each other to form a new embodiment.

In the method of identifying a food menu through voice recognition according to various embodiments of the present invention, a recognition module is included in the AI callbot system, and the recognition module for recognizing a delivery order is learned, (a) the call center infrastructure system , receiving the order call from the consumer's terminal, (b) the AI callbot system receives the order call from the call center infrastructure system, and uses the recognition module to confirm the delivery order included in the order call, (c) ) The AI callbot system registers the order form including the delivery order in the cloud order system, (d) the in-store POS terminal receives the order form from the cloud order system, and displays the information included in the order form on the screen for a preset time. displaying the display so that the person in charge in the store can confirm the order, and (e) if there is no order confirmation for the preset time, the order call is automatically canceled, and when the order is confirmed for the preset time, the POS terminal prints in-store Printing the order form through the device, comprising the step of transmitting the information included in the order form to the delivery agency device, (b) step, by using a recognition module to voice recognition the order call to create an initial food menu and initial food generating a final food menu based on the menu, wherein the initial food menu includes one or more menu names, and the final food menu includes one or more menu names, and one or more menu names, each of which may include options and quantities. have.

According to another feature of the present invention, the recognition module sequentially recognizes the first menu name, the first option, and the second option as the initial food menu, and does not recognize another menu name that is the same as or different from the first menu name within a preset distance from the second option. In this case, the method may further include generating a final food menu by applying the first option to the first menu name and applying the second option to the first menu name.

According to another feature of the present invention, in step (b), the recognition module recognizes the first menu name, the second menu name and the first option as the initial food menu, and the distance between the first option and the first menu name is the first The method may further include generating a final food menu by applying the first option to the second menu name and the basic option to the first menu name when the distance between the option and the second menu name is greater than the distance between the option and the second menu name.

According to another feature of the present invention, in step (b), when the recognition module recognizes the first menu name and the first option after recognizing the first menu name and the second menu name as the initial food menu, the default of the first menu name The method may further include generating a final food menu by changing the option to the first option and applying the basic option to the second menu name.

According to another feature of the present invention, in step (b), when the AI callbot system determines that the delivery order is confirmed, it transmits the delivery order to the consumer's terminal for verification, and based on this, the order including the delivery order is written. When registering in the cloud order system and determining that the delivery order cannot be confirmed, a visual order screen may be displayed on the consumer's terminal, and a delivery order may be obtained based on an input value from the consumer's terminal.

A system for identifying a food menu through voice recognition according to various embodiments of the present invention includes a recognition module in the AI callbot system, and in a state in which the recognition module for recognizing a delivery order is learned, an order call from a consumer's terminal AI callbot system that receives an order call from the call center infrastructure system, checks the delivery order included in the order call using the recognition module, and registers the order book including the delivery order in the cloud order system; And the order form is delivered from the cloud order system, and the information contained in the order form is displayed on the screen for a preset time so that the in-store manager can confirm the order. If there is no order confirmation for the preset time, the order call is automatically canceled , when an order is confirmed for a preset time, the order form is printed through an in-store printing device, and the in-store POS terminal transmits the information included in the order to the delivery agency device, and the recognition module sends the order call by voice Recognize to create an initial food menu and create a final food menu based on the initial food menu, the initial food menu including one or more menu names, the final food menu including: one or more menu names, and one or more menu names, respectively, options and Quantity may be included.

The embodiments according to the present invention described above may be implemented in the form of program instructions that can be executed through various computer components and recorded in a computer-readable recording medium. The computer-readable recording medium may include program instructions, data files, data structures, etc. alone or in combination. The program instructions recorded on the computer-readable recording medium may be specially designed and configured for the present invention, or may be known and available to those skilled in the computer software field. Examples of the computer-readable recording medium include a hardware device specially configured to store and execute program instructions, such as a magnetic medium such as a hard disk. Examples of program instructions include not only machine language codes such as those generated by a compiler, but also high-level language codes that can be executed by a computer using an interpreter or the like. The hardware device may be configured to operate as one or more software modules for carrying out the processing according to the present invention, and vice versa.

In the above, the present invention has been described with specific matters such as specific components and limited embodiments and drawings, but these are provided to help a more general understanding of the present invention, and the present invention is not limited to the above embodiments. , various modifications and variations can be devised from these descriptions by those of ordinary skill in the art to which the present invention pertains.

Accordingly, the spirit of the present invention should not be limited to the above-described embodiments, and not only the claims described below, but also all modifications equivalently or equivalently to the claims described below belong to the scope of the spirit of the present invention. will do it

100: AI callbot system
110: recognition module
200: call center infrastructure system
300: backup consulting server
400: cloud ordering system
500: POS terminal
600: delivery agency device

Claims (6)

In the state that the recognition module is included in the AI callbot system, and the recognition module for recognizing the delivery order is learned,
(a) the call center infrastructure system, receiving the order call from the consumer's terminal;
(b) the AI callbot system, receiving the order call from the call center infrastructure system, and using the recognition module to confirm the delivery order included in the order call;
(c) registering, by the AI callbot system, an order book including the delivery order in the cloud order system;
(d) the in-store POS terminal receiving the order form from the cloud order system, and displaying the information included in the order form on the screen for a preset time so that the in-store person in charge confirms the order; and
(e) if there is no order confirmation for the preset time, the order call is automatically canceled, and when the order is confirmed for the preset time, the POS terminal prints the order through an in-store printer transmitting the information included in the order form to the delivery agency device;
The step (b) is,
The method further comprising: generating an initial food menu by voice recognition of the order call using the recognition module; and generating a final food menu based on the initial food menu,
The initial food menu includes one or more menu names,
The final food menu includes the one or more menu names, and options and quantities of each of the one or more menu names,
The step (b) is,
When the recognition module sequentially recognizes a first menu name, a first option, and a second option as the initial food menu, and does not recognize another menu name identical to or different from the first menu name within a preset distance from the second option, the first generating the final food menu by applying a first option to a menu name and applying the second option to the first menu name; and
the recognition module recognizes a first menu name, a second menu name and a first option as the initial food menu, and the distance between the first option and the first menu name is greater than the distance between the first option and the second menu name If large, applying the first option to the second menu name and applying a basic option to the first menu name, further comprising the step of generating the final food menu,
The step (b) is,
When the recognition module recognizes the first menu name and the first option after recognizing the first menu name and the second menu name as the initial food menu, the basic option of the first menu name is changed to the first option, and the second menu name is changed to the first option. 2 Further comprising the step of applying the basic option to the menu name to create the final food menu,
In step (b),
The AI callbot system is
When it is determined that the delivery order is confirmed, the delivery order is transmitted to the consumer's terminal and verified, and based on this, the order book including the delivery order is registered in the cloud order system,
When it is determined that the delivery order is not confirmed, a visual order screen is displayed on the consumer's terminal, and the delivery order is obtained based on an input value from the consumer's terminal,
When the order call is canceled, the AI callbot system sends a specific store that sells the same menu as the order menu or a menu corresponding to a higher concept among other stores located a certain distance from the delivery address of the consumer to the consumer's terminal recommended, and if it is determined that the consumer is a black consumer, the specific store is not recommended to the consumer's terminal,
The recommended order
C = A/x + By (however, A and B are constants, C is the recommended score, x is the distance from the delivery address to the store, y is the store’s evaluation grade)
It is calculated based on the recommendation score (C) determined by the above formula,
When the AI callbot system recognizes that the delivery menu and the delivery address are unclear, it delivers a support request message to the backup consultation server,
Let the backup consulting server include i) information on the customer and store who made the order call, ii) a specific step determined to be unclear among the delivery menu recognition step and delivery address recognition step, iii) delivery or packaging Delivery information, iv) an order product that is a recognized delivery menu, v) a payment amount based on the recognized delivery menu and the recognized delivery address, vi) the recognized delivery address, vii) the consumer's order using the order call History, viii) A method of identifying a food menu through voice recognition to display at least one of the counseling conversation between the consumer and the AI engine included in the order call on the screen of the backup agent's terminal. delete delete delete delete In the state that the recognition module is included in the AI callbot system, and the recognition module for recognizing the delivery order is learned,
a call center infrastructure system that receives an order call from a consumer's terminal;
The AI callbot system for receiving the order call from the call center infrastructure system, confirming the delivery order included in the order call using the recognition module, and registering the order book including the delivery order in the cloud order system; and
Upon receiving the order form from the cloud order system, the information included in the order form is displayed on the screen for a preset time so that the in-store person in charge confirms the order, and if there is no order confirmation for the preset time, the order call Including an in-store POS terminal that automatically cancels and prints the order form through an in-store printing device when an order is confirmed for the preset time, and delivers the information included in the order to a delivery agency device,
The recognition module,
Generates an initial food menu by voice recognition of the order call and creates a final food menu based on the initial food menu,
The initial food menu includes one or more menu names,
The final food menu includes the one or more menu names, and options and quantities of each of the one or more menu names,
The AI callbot system generates an initial food menu by voice recognition of the order call using the recognition module and creates a final food menu based on the initial food menu,
The initial food menu includes one or more menu names,
The final food menu includes the one or more menu names, and options and quantities of each of the one or more menu names,
The AI callbot system is
When the recognition module sequentially recognizes a first menu name, a first option, and a second option as the initial food menu, and does not recognize another menu name identical to or different from the first menu name within a preset distance from the second option, the first applying the first option to a menu name and applying the second option to the first menu name to generate the final food menu;
the recognition module recognizes a first menu name, a second menu name and a first option as the initial food menu, and the distance between the first option and the first menu name is greater than the distance between the first option and the second menu name If it is large, the final food menu is generated by applying the first option to the second menu name and applying the basic option to the first menu name,
When the recognition module recognizes the first menu name and the first option after recognizing the first menu name and the second menu name as the initial food menu, the basic option of the first menu name is changed to the first option, and the second menu name is changed to the first option. 2 to create the final food menu by applying the basic option to the menu name,
The AI callbot system is
When it is determined that the delivery order is confirmed, the delivery order is transmitted to the consumer's terminal and verified, and based on this, the order book including the delivery order is registered in the cloud order system,
When it is determined that the delivery order is not confirmed, a visual order screen is displayed on the consumer's terminal, and the delivery order is obtained based on an input value from the consumer's terminal,
When the order call is canceled, a specific store that sells the same menu as the order menu or a menu corresponding to a higher concept among other stores located a certain distance from the delivery address of the consumer is recommended to the consumer's terminal, and the consumer If it is determined as a black consumer, the specific store is not recommended to the consumer's terminal,
The recommended order
C = A/x + By (however, A and B are constants, C is the recommended score, x is the distance from the delivery address to the store, y is the store’s evaluation grade)
It is calculated based on the recommendation score (C) determined by the above formula,
When the AI callbot system recognizes that the delivery menu and the delivery address are unclear, it delivers a support request message to the backup consultation server,
Let the backup consulting server include i) information about the customer and store who made the order call, ii) a specific step determined to be unclear among delivery menu recognition steps and delivery address recognition steps, iii) delivery or packaging delivery information, iv) an order product that is a recognized delivery menu, v) a payment amount based on the recognized delivery menu and the recognized delivery address, vi) the recognized delivery address, vii) the consumer's order using the order call History, viii) A system for identifying food menus through voice recognition to display at least one of the counseling conversations between the consumer and the AI engine included in the order call on the screen of the backup agent's terminal.

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