JP2023106269A - Inquiry processing apparatus - Google Patents

Abstract

To provide an inquiry processing apparatus which quickly and appropriately handles complex inquiries requested by a user.SOLUTION: An inquiry processing apparatus 100 includes: an inquiry input processing unit 10 which performs input processing for inquiries transmitted from users; an inquiry type determination unit 30 which determines whether an input inquiry is a simple inquiry including one intention or a complex inquiry including at least two intentions; an inquiry analysis unit 50 which interprets and analyzes each of inquiries so as to identify intentions of the simple inquiry or multiple individual inquiries constituting the complex inquiry; and an inquiry processing unit 70 which extracts, from an inquiry processing database unit 71, based on a result analyzed by the inquiry analysis unit 50, processing tasks corresponding to the simple inquiry or each of the multiple individual inquiries constituting the complex inquiry.SELECTED DRAWING: Figure 1

Description

The present invention relates to a device for processing queries sent by a user to a service provider that provides services or work processing, and in particular to a composite query composed of a plurality of individual queries containing at least two or more intentions. When a complex inquiry is generated, the complex inquiry requested by the user can be processed by extracting and confirming the processing tasks corresponding to each of the multiple individual inquiries that make up the complex inquiry. The present invention relates to an inquiry processing device capable of promptly and accurately processing inquiries.

When a user sends a question or inquiry to a service provider that provides various services or various work processes, the service provider uses the inquiry processing device to facilitate the service or work process desired by the user.

The service provider corresponds to a business entity that performs or acts on behalf of a specific service or work (e.g., finance, medical care, travel, education, accommodation, shopping, etc.), and the user provides a specific service or work. It corresponds to a requester of a service or work that the service provider wishes to process.

A query that the user can send to the query processor may be a simple query with one intent, or it may be a simple query with at least two intents, i.e. it may consist of a plurality of individual queries with each intent. It may be a complex query that

However, until now, inquiry processing devices have remained at a level where they can automatically process only simple inquiries, and the current situation is that they cannot process complex inquiries collectively.

For example, if a user who made an appointment for a vaccination makes a compound inquiry through utterance, such as "I want you to cancel the previously booked vaccination and make a new appointment earlier!" cannot process such complex inquiries quickly and accurately. In other words, in such a case, the current inquiry processor is at the level of understanding "I want you to cancel the vaccine" or "I want you to make a new reservation" corresponding to each individual inquiry. stays in

In this case, the number of cases, such as whether the user has canceled the vaccination appointment and is seeking a refund, or has canceled and has other intentions. There are so many that there is still no device capable of handling such complex queries.

Korean Patent Publication No. 10-2014-0025364

SUMMARY OF THE INVENTION The present invention has been devised to solve the problems of the prior art as described above. In the event of occurrence, promptly respond to the complex inquiry requested by the user by configuring it so that the processing tasks corresponding to each of the multiple individual inquiries that make up the complex inquiry can be extracted and determined. It is an object of the present invention to provide an inquiry processing device capable of processing such inquiries accurately.

The inquiry processing apparatus according to the present invention, which has been proposed to achieve the above-mentioned problems, is a device for processing inquiries sent by users to service providers who provide services or work processing as constituent means of the apparatus. , a query input processing unit for inputting and processing a voice or text type query sent from a user; a query type determination unit that determines whether the query is a complex query composed of a plurality of individual queries including an intention; A query analysis unit that interprets and analyzes each of a plurality of individual queries that make up the simple query or the complex query so that the intent can be grasped; and query processing based on the analysis results of the query analysis unit. a query processing unit that queries a database unit to extract and determine processing tasks corresponding to each of a plurality of individual queries that constitute the simple query or the complex query. and

Here, the inquiry input processing unit converts the voice type inquiry into a text type inquiry when the user sends a voice type inquiry, and converts the inquiry into a text type inquiry when the user corresponds to a foreigner. It is characterized by converting the voice-type query into a text-type query so that the characteristics and system of the foreign language used by the foreigner are represented.

In addition, the query analysis unit refers to the query analysis database unit when each of the simple query or the plurality of individual queries includes homonyms or words that are interpreted differently depending on the situation. to analyze the meaning of the homonyms or words that are differently interpreted depending on the scene, wherein the query analysis database unit analyzes the meaning of the homonyms or words that are differently interpreted depending on the scene Among the respective meanings, only the meanings related to a specific service provided by the service provider or a specific work area are stored and managed.

Further, if the simple query or each of the plurality of individual queries includes a foreign language, the query analysis unit analyzes the meaning of the foreign language by querying a query analysis database unit, wherein The inquiry analysis database unit stores and manages a plurality of notations for each foreign language used in a specific service provided by the service provider or in a specific work area in association with meaning.

Furthermore, the inquiry analysis unit, in the process of analyzing each of the simple inquiry or the plurality of individual inquiries, refers to a history information database unit that stores and manages history information of the user who sent the inquiry. and

Furthermore, when it is determined that there is a top-level processing task that satisfies the selection criteria for each of the plurality of individual inquiries that make up the composite inquiry, the inquiry processing unit performs the plurality of After extracting and sending to the user a top-level processing task corresponding to each of the individual queries, determining a processing task corresponding to each of the plurality of individual queries based on the user's feedback. Characterized by

Furthermore, when it is determined that there is no highest-level processing task at least one of which satisfies the selection criteria corresponding to each of the plurality of individual inquiries forming the composite inquiry, the inquiry processing unit selects After sending to the user a top group of processing tasks corresponding to individual queries for which there is no top level processing task that meets criteria, processing corresponding to each of the plurality of individual queries based on the user's feedback. It is characterized by confirming the task.

Here, after determining the processing tasks corresponding to each of the plurality of individual queries, the query processing unit determines that the determined processing tasks are in a sequential relationship or a dependent relationship with each other. After the determined processing order of the processing tasks is transmitted to the user, the determined processing order of the processing tasks is determined based on feedback from the user.

According to the inquiry processing apparatus of the present invention having the above objects and solutions, when a complex inquiry composed of a plurality of individual inquiries including at least two intentions is generated, the complex inquiry By constructing the system so that the processing tasks corresponding to each of the multiple individual inquiries that make up a general inquiry can be extracted and determined, complex inquiries requested by users can be processed quickly and accurately. There is an advantage to be

1 is a configuration diagram of an inquiry processing device according to an embodiment of the present invention; FIG. 4 is a flowchart of an inquiry processing method using the inquiry processing device according to the embodiment of the present invention;

Preferred embodiments of the inquiry processing apparatus according to the present invention having the problems, solutions, and effects as described above will be described below in detail with reference to the accompanying drawings.

As shown in FIG. 1, the inquiry processing device 100 according to the embodiment of the present invention corresponds to a device for processing inquiries sent by users to service providers who provide services or work processing. It comprises a section 10, an inquiry type determination section 30, an inquiry analysis section 50 and an inquiry processing section 70, and further comprises an inquiry analysis database section 51, a history information database section 53 and an inquiry processing database section 71 as related databases. .

The query input processing unit 10 operates to input and process voice or text type queries sent from users. That is, the query input processing unit 10 inputs and processes not only text-type queries, but also voice-type queries generated through speech.

The user can send a voice or text type query to the query processing device 100 using a user terminal capable of transmitting voice and/or text. Then, the query input processing unit 10 receives the voice or text type query and processes it according to a preset processing method.

Specifically, when the user sends a voice-type inquiry, the inquiry input processing unit 10 converts the voice-type inquiry into a text-type inquiry. Therefore, the inquiry type determination unit 30 can determine the inquiry type by analyzing the inquiry converted into the text type, and the inquiry analysis unit 50 also analyzes the inquiry converted into the text type. enable the intent contained in the query to be interpreted and analysed.

In addition, the query input processing unit 10, when the user who sends the voice type query generated through utterance corresponds to a foreigner, describes the features and system of the foreign language used by the foreigner. Preferably, an action is taken to convert said speech-type query to a text-type query.

The query input processing unit 10 can analyze an input voice type query to determine whether the query corresponds to a foreign language sent by a foreigner. In this case, it is possible to automatically perform an operation capable of discriminating the type of foreign language (English, Chinese, Japanese, Vietnamese, etc.). Alternatively, the inquiry input processing unit 10 may ascertain the foreign language related to the voice-type inquiry through the process of ascertaining the nationality and foreign language used by the user who sent the voice-type inquiry. .

The query input processing unit 10 converts the input voice-type query into a text-type query if it is determined or confirmed that the input voice-type query is in a foreign language. 3, a conversion operation is performed so that the characteristics and system unique to the identified foreign language are expressed. For example, if the query input processing unit 10 determines that the input voice type query is Vietnamese or Chinese, the query input processing unit 10 uses six voices corresponding to unique features and systems unique to Vietnamese or Chinese. Perform operations to convert phonetic-type queries to text-type queries so that four tones are represented.

Therefore, the inquiry type determination unit 30 can easily determine the type of inquiry (simple inquiry or complex inquiry) sent in the foreign language, and the inquiry analysis unit 50 can use the inquiry analysis database Section 51 can be referred to to more easily and clearly interpret and analyze the intent contained in the query sent in the foreign language.

On the other hand, when the user sends a text-type inquiry, the inquiry input processing unit 10 may directly pass the inquiry to the inquiry type determination unit 30 and the inquiry analysis unit 50. The document may be handed over after undergoing other processing, such as proofreading of spaces.

The inquiry type determination unit 30 determines whether the inquiry input and processed through the inquiry input processing unit 10 is a simple inquiry including one intention, or a plurality of separate inquiries including at least two intentions. It performs the operation of judging whether it is a compound query composed of queries.

The query type determination unit 30 analyzes a query (a text type query or a text type query converted from a voice type query) input and processed by the query input processing unit 10 to determine whether it is a simple query. , or determine whether it is a complex inquiry. The simple query corresponds to a query that includes only one intent, the complex query corresponds to a query that includes at least two intents and is composed of a plurality of individual queries, and the complex query includes: Each of the individual queries that make up the subjective query contains an intent.

For example, if the input-processed inquiry is "Please cancel the vaccination reservation", the inquiry type determination unit 30 determines that the existing intention "cancel the vaccination reservation" is the only intention. Since it does not contain any, it is judged to be a simple query. On the other hand, the inquiry type determination unit 30 determines that if the input-processed inquiry is "cancel the vaccination reservation and then make a new reservation early", "existing It is judged that this is a compound inquiry consisting of two separate inquiries with the two intentions of "cancellation of previous vaccination appointment" and "reservation of new vaccination".

When the inquiry type determination unit 30 determines that the inquiry is a compound inquiry in the example, the inquiry type determination unit 30 determines that "cancellation of an existing vaccination reservation" is the first individual inquiry including the first intention. and determine that "new vaccination appointment" is a second individual query with a second intent.

Since the query type determination unit 30 can be performed by various existing natural language processors or various natural language processing methods, a detailed description of the method will be omitted.

If the query type determination unit 30 determines whether the input processed query is a simple query or a complex query, the query analysis unit 50 analyzes the simple query or the complex query. An operation of interpreting and analyzing each of the plurality of individual inquiries that constitute the simple inquiry or the complex inquiry is performed so that the intention of each of the plurality of individual inquiries that constitute the general inquiry can be grasped.

When the input processed query is determined to be a simple query containing only one intent, the query analysis unit 50 clearly grasps one intent included in the simple query. Interpret and analyze as you can. Specifically, the query analysis unit 50 refers to the query analysis database unit 51, clearly interprets and analyzes the meaning of the words included in the simple query, and analyzes the meanings of the words included in the simple query. ensure that the intended intent is clearly understood.

In addition, when the input-processed query is determined to be a complex query including at least two intentions and composed of a plurality of individual queries, the query analysis unit 50 performs the complex query. Interpret and analyze in a way that clearly captures the intent contained in each of the individual queries that make up the generic query. Specifically, the query analysis unit 50 queries the query analysis database unit 51 to clearly interpret and analyze the meanings of words included in each individual query that constitutes the complex query. so that the intent contained in each individual inquiry can be clearly grasped.

Here, since the query analysis database unit 51 matches, for example, a large number of words and the meanings of those words and stores and manages them, the query analysis unit 50 can analyze the simple query or the complex query. The meaning of the words contained in each individual query that constitutes it can be unambiguously interpreted and analyzed.

The query analysis unit 50 determines whether the meanings or notations of words included in each of the plurality of individual queries constituting the simple query or the complex query are clear or can be immediately identified. In some cases (for example, when the word has one meaning, or when the word is unified into one notation), the inquiry analysis database unit 51 is queried to clarify the meaning of the word. By interpreting and analyzing, we will be able to accurately grasp the intention.

On the other hand, the query analysis unit 50 may detect that the simple query or each of the plurality of individual queries contains words that are not obvious or cannot be readily identified, such as homonyms or situations. If a word contains words that are interpreted differently depending on the context, it is difficult to immediately specify the meaning of the word, which makes it difficult to quickly and clearly grasp the intention.

For example, the query has a homophone equivalent word "
" is included in the word, the query analysis unit 50 analyzes the word "
” has the meaning of ``running animal horse'' or ``languages and words''. . In order to solve such problems, the query analysis database unit 51 applied to the present invention is an open domain for words, i.e., it can be used in various services or various work areas. A specific service provided by the service provider that processes inquiries using a closed domain or a local domain, that is, an inquiry processing device that does not associate and store and manage any meaning Alternatively, it is preferable to associate and store and manage only the meanings related to a specific work area.

Therefore, when the simple query or each of the plurality of individual queries includes homonyms or words that are interpreted differently depending on the situation, the query analysis unit 50 uses the query analysis database unit 51 to analyze the meaning of said homonyms or words that are interpreted differently depending on the situation. Here, the inquiry analysis database unit 51 can extract the meanings of homonyms or words that are interpreted differently depending on the situation, meanings related to a specific service provided by the service provider or a specific work area. Save and manage only.

For example, if the service provider provides a particular service or task related to zoos or natural history museums, the query analysis database unit 51 may include the word "
'', the meaning of ``languages and words'' is not preserved and managed in association with the meaning of ``running animal horses'' related to specific services or specific work areas equivalent to zoos or natural history museums. Only the meaning is associated and stored and managed.

Therefore, when a service provider that provides a specific service or a specific job process processes an inquiry sent or requested by a user through the inquiry processing apparatus according to the present invention, the inquiry analysis database unit 51 can Of the various meanings of words that are interpreted differently depending on the word or scene, only the meanings related to a specific service provided by the service provider or a specific work area are associated with the word and stored and managed. The query analysis unit 50 quickly and accurately analyzes the simple query or each of the plurality of individual queries, even if the query contains homonyms or words that are interpreted differently depending on the situation. can interpret and analyze the meaning of the word in question.

On the other hand, if the simple inquiry or each of the plurality of individual inquiries includes a foreign language expression, the inquiry analysis unit 50 may, for example, include words in a foreign language that can be expressed in various ways. In this case, the inquiry analysis database unit 51 is searched to grasp the meaning of the foreign language word. The word meaning of words cannot be interpreted or is difficult to readily identify, creating difficulty in quickly and clearly grasping intent.

For example, converting a speech-type query into a text-type query and having the meaning of a high-speed processing computer or information processing machine in the processed query
", and the inquiry analysis database unit 51 associates it with the meaning of a high-speed processing computer or information processing machine, and "
" is not stored and managed in foreign languages, and "
If you are only storing and managing "
" is not able to interpret the meaning of the foreign language notation. In order to solve such a problem, the query analysis database unit 51 applied to the present invention preferably stores and manages various foreign language notations in association with the meaning of the foreign language. In order to improve the accuracy and speed of interpreting the foreign language included in the inquiry, the inquiry is processed using a closed domain or a local domain, that is, an inquiry processing device. It is preferable to store and manage a plurality of notations for each foreign language used in a specific service provided by a service provider or in a specific work area in association with each foreign language meaning.

Therefore, when the simple query or each of the plurality of individual queries includes a foreign language, the query analysis unit 50 queries the query analysis database unit 51 to analyze the meaning of the foreign language. Here, the inquiry analysis database unit 51 stores and manages a plurality of notations for each foreign language used in a specific service provided by the service provider or in a specific work area in association with the meaning of the foreign language word.

For example, when the service provider provides a specific service or work related to electronic products, the inquiry analysis database unit 51 is a foreign language meaning high-speed processing computer or information processing machine.
(computer)", various notations that can be used in a specific service or a specific work area related to electronic products, for example, "
", "
", "
", "
” and other various multiple foreign language notations are stored and managed.

Therefore, when a service provider that provides a specific service or a specific job process processes an inquiry sent or requested by a user through the inquiry processing device according to the present invention, the inquiry analysis database unit 51 is used for each foreign country. From storing and managing various plural foreign language word expressions used in specific services or specific work areas provided by the service provider in association with the meaning of the language in association with the meaning of the foreign language, the inquiry Even if each of the simple inquiry or the plurality of individual inquiries contains at least a plurality of foreign language expressions, the analysis unit 50 quickly and accurately interprets the meaning of the foreign language word. and can be analyzed.

On the other hand, the inquiry processing apparatus 100 according to the present invention further comprises a history information database section 53 for storing and managing history information of users who send inquiries or make requests. In the process of interpreting and analyzing each of the simple inquiry or the plurality of individual inquiries, the inquiry analysis unit 50 can more quickly and accurately interpret or grasp the words or intentions included in each inquiry. In order to do so, the history information database unit 53 that stores and manages the history information of the user is referred to.

That is, in the process of interpreting and analyzing each of the simple inquiry or the plurality of individual inquiries, the inquiry analysis unit 50 refers to the history information database unit 53 that stores and manages the history information of the user who sent the inquiry. do.

The user's history information is the user's basic customer information (e.g., insurance product information, issued card product information, etc.) previously requested or sent to request a specific service or work process. inquiry information, processing information related to inquiries you have previously requested or submitted), etc. Therefore, in the process of analyzing the inquiry sent by the specific user, the inquiry analysis unit 50 refers to the history information of the specific user stored and managed in the history information database unit 53 to interpret and analyze the inquiry. can be performed more quickly and accurately.

When the query analysis unit 50 finishes interpreting and analyzing the words or intentions included in each of the individual queries that constitute the simple query or the complex query, the query processing unit 70: Based on the analysis result of the inquiry analysis unit 50, the inquiry processing database unit 71 is queried to extract processing tasks corresponding to each of a plurality of individual inquiries that constitute the simple inquiry or the complex inquiry. to confirm. Here, the inquiry processing database unit 71 stores and manages a plurality of processing tasks related to services or job processing provided by the service provider.

When the inquiry type is a simple inquiry, the inquiry processing unit 70 refers to the inquiry processing database unit 71 based on the analysis result of the inquiry analysis unit 50, and performs a processing task corresponding to the simple inquiry. is extracted and confirmed.

Specifically, the query processing unit 70 uses the query processing database unit 71 as a search database, and at least one word included in the simple query that has been interpreted and analyzed by the query analysis unit 50 as a keyword. do a search.

Processing tasks corresponding to the simple query are then extracted in order of accuracy of association with the at least one keyword. That is, the first processing task with the highest accuracy to the n-th processing task with the lowest accuracy are extracted in order (where n is a natural number). Here, the first processing task with the highest accuracy is referred to as the top processing task, and processing tasks in preset order of accuracy from the first processing task with the highest accuracy (for example, the third processing task with the third highest accuracy) are referred to as a higher group of processing tasks (eg, the first processing task, the second processing task, and the third processing task).

After performing the search, the inquiry processing unit 70 extracts the highest-level processing task and sends it to the user when it is determined that there is a highest-level processing task that meets the selection criteria set in advance. After submission, a processing task corresponding to the simple query is determined based on the user's feedback.

The preset selection criterion may be, for example, a preset reference accuracy or higher (for example, an accuracy of 80% or higher). Therefore, if there is a top processing task with an accuracy of 80% or more, the inquiry processing unit 70 extracts the top processing task and transmits it to the user.

The user may send a match feedback to the query processing unit 70 if the sent top-level processing task matches his/her intention; A processing task corresponding to the user's intention may be sent to the inquiry processing unit 70 along with the feedback of the above. The inquiry processing unit 70 finally determines the top-level processing task as the processing task corresponding to the simple inquiry when feedback from the user indicating that there is a match is received. If feedback to that effect is sent, the processing task corresponding to the user's intention sent from the user is finally determined as the processing task corresponding to the simple inquiry. When the processing task is finally determined, the inquiry processing unit 70 performs a procedure for performing the finally determined processing task.

On the other hand, if the type of inquiry is a composite inquiry composed of a plurality of individual inquiries, the inquiry processing unit 70 queries the inquiry processing database unit 71 based on the analysis results of the inquiry analysis unit 50. Then, an operation of extracting and confirming the processing task corresponding to each of the plurality of individual inquiries forming the compound inquiry is performed.

Specifically, the inquiry processing unit 70 uses the inquiry processing database unit 71 as a search database to process each of the multiple individual inquiries that make up the composite inquiry that has been interpreted and analyzed by the inquiry analysis unit 50. A search is performed using at least one of the included words as a keyword. That is, the query analysis unit 50 searches for each individual query.

Processing tasks corresponding to each of the plurality of individual queries are then extracted in order of accuracy of association with the at least one keyword. That is, for each individual query, the first processing task with the highest accuracy to the nth processing task with the lowest accuracy are extracted in order (where n is a natural number). Here, the first processing task with the highest accuracy is referred to as the top processing task, and processing tasks in preset order of accuracy from the first processing task with the highest accuracy (for example, the third processing task with the third highest accuracy) are referred to as a higher group of processing tasks (eg, the first processing task, the second processing task, and the third processing task).

The inquiry processing unit 70, when it is determined that there is a top-level processing task that meets the selection criteria for each of the plurality of individual inquiries that make up the composite inquiry, After extracting and sending to the user the top-level processing tasks corresponding to each of the queries, determining the processing tasks corresponding to each of the plurality of individual queries based on the user's feedback.

The preset selection criterion may be, for example, a preset reference accuracy or higher (for example, an accuracy of 80% or higher). Therefore, the inquiry processing unit 70 determines that each of the plurality of individual inquiries that make up the composite inquiry has an accuracy of 80% or more, which corresponds to a preset selection criterion. If so, the top processing task is extracted in association with each of the individual inquiries and sent to the user.

For example, the compound inquiry is composed of a first individual inquiry, a second individual inquiry and a third individual inquiry, and the first individual inquiry, the second individual inquiry and the third individual inquiry If there is a top-level processing task that satisfies a selection criterion set in advance in response to each individual inquiry, the query processing unit 70 selects three top-level processing tasks that correspond to the three individual queries. is extracted and sent to said user.

The user sends feedback to the inquiry processing unit 70 to the effect that the top processing task sent in response to each of the plurality of individual inquiries matches his or her intention. If at least one top-level processing task does not match the user's intention, it will be replaced with the top-level processing task that does not match the user's intention, along with feedback of the mismatch. may be sent to the inquiry processing unit 70.

When the user sends feedback indicating a match, the inquiry processing unit 70 replaces the highest-level processing task, which has been sent in association with each of the plurality of individual inquiries, with respect to the plurality of individual inquiries. The processing task sent by the user to replace the top-level processing task that does not match his/her intention when the corresponding processing task is finally confirmed and the user sends feedback about the discrepancy. A task and a top-level processing task not superseded by the user are finally determined as a processing task corresponding to each of the plurality of individual queries. The query processing unit 70 performs a procedure for performing the finally determined processing task when the processing task corresponding to each of the plurality of individual queries is finally determined.

For example, the inquiry processing unit 70 generates a first highest-level processing task and a second highest-level processing task in association with the first individual inquiry, the second individual inquiry, and the third individual inquiry, respectively. and a third top-level processing task may be sent to the user.

The user may then send match feedback if it is determined that all three top-level processing tasks are worthy of the corresponding three separate queries. In this case, the inquiry processing unit 70 determines the transmitted three highest-level processing tasks as final processing tasks.

In contrast, the user determines that the first of the three top level processing tasks corresponding to the first individual query is not suitable for the first individual query. For example, a processing task that matches the first individual query may be sent to replace the first top-level processing task, along with a mismatch feedback. In this case, the inquiry processing unit 70 finalizes the processing task sent to replace the first highest-level processing task, the second highest-level processing task, and the third highest-level processing task. determined as a typical processing task.

On the other hand, there may be no highest-level processing task that satisfies the selection criteria set in advance corresponding to each of the plurality of individual inquiries that make up the complex inquiry. For example, among a plurality of individual inquiries, among the processing tasks retrieved and extracted in response to a specific individual inquiry, a selection criterion in which the accuracy of the highest-level processing task with the highest accuracy is set in advance (eg, accuracy of 80% or more) may not be worth it. In this case, the processing tasks of the upper group (for example, the first processing task, the second processing task, and the third processing task in descending order of accuracy) are transmitted to the user so that the user can perform specific individual tasks. To accurately determine a processing task matching an inquiry.

For this reason, the inquiry processing unit 70, when it is determined that there is no highest-level processing task at least one of which satisfies the selection criteria corresponding to each of the plurality of individual inquiries constituting the compound inquiry , after sending to the user a top group of processing tasks corresponding to individual inquiries for which there is no top-level processing task that meets selection criteria, and then responding to each of the plurality of individual inquiries based on the user's feedback. Determine the processing task to be performed.

Specifically, the inquiry processing unit 70 transmits to the user the upper group of processing tasks corresponding to individual inquiries for which there is no uppermost processing task that meets the selection criteria. Then, the user selects a suitable processing task and feeds it back to the inquiry processing unit 70 if there is a processing task that matches his/her intention included in the corresponding individual inquiry among the processing tasks of the upper group. If the user determines that there is no processing task that meets his/her intention contained in the corresponding individual inquiry among the processing tasks of the upper group, the user can select a processing task that meets his/her intention. is newly determined and fed back to the inquiry processing unit 70 .

Then, the query processing unit 70 selects a processing task corresponding to a specific individual query from among a plurality of individual queries, or selects a newly determined processing task and each of the remaining individual queries. and a top processing task that meets selection criteria set in advance corresponding to the above are extracted as processing tasks corresponding to each of the plurality of individual inquiries and sent to the user again.

On the other hand, as described above, the user may send feedback to the inquiry processing unit 70 to the effect that the plurality of processing tasks that have been sent match his or her intentions. , in this case, the inquiry processing unit 70, as described above, based on the feedback of the match, divides the plurality of processing tasks sent to the user into each of the plurality of individual inquiries that make up the compound inquiry. may be determined as the final processing task corresponding to .

On the other hand, if there is a processing task that does not meet the user's intention among the plurality of processing tasks, the user gives feedback to the effect that there is a mismatch and sends the processing task to be replaced to the inquiry processing unit 70. You may send. In this case, as described above, the query processing unit 70 combines the transmitted processing tasks to be replaced and the remaining processing tasks that have not been replaced by the user and that match the user's intentions, to generate the composite query. It may be determined as a final processing task corresponding to each of a plurality of individual constituent queries.

In this way, once the processing tasks corresponding to each of the plurality of individual inquiries have been determined, the inquiry processing unit 70 determines whether the determined processing tasks have a sequential relationship or a dependency relationship with each other. is determined, and as a result of the determination, if it is determined that they have a sequential relationship or a mutually dependent relationship, an operation of determining the processing order of the determined processing tasks by confirmation by the user is preferably performed.

That is, after determining the processing tasks corresponding to each of the plurality of individual queries, the query processing unit 70 determines that the determined processing tasks have a sequential relationship or a dependency relationship with each other. After transmitting the determined processing order of the processing tasks to the user, determining the determined processing order of the processing tasks based on the user's feedback.

The inquiry processing unit 70 determines whether the determined processing tasks need to be processed in chronological order, or whether they need to be linked to each other and processed with a time lag. to decide. Whether or not there is a sequential relationship or a dependent relationship between the determined processing tasks can be determined by determining the sequential relationship and the dependent relationship between the processing tasks in advance and storing and managing them.

The inquiry processing unit 70 determines the processing order of the determined processing tasks and transmits it to the user when it is determined that the determined processing tasks are in a sequential or dependent relationship. Then, if the transmitted processing order agrees with the user's intention, the user sends feedback to the inquiry processing unit 70 to the effect that there is a match. In this case, the inquiry processing unit 70 determines the processing order transmitted to the user as the processing order of the determined processing task. When the processing order of the processing tasks is confirmed, the inquiry processing unit 70 causes the processing tasks that have been confirmed to be processed in order according to the processing order.

On the other hand, if the transmitted processing order does not match his/her intention, the user changes the processing order to match his/her intention and sends it to the inquiry processing section 70 along with a feedback to the effect of the discrepancy. do. In this case, the inquiry processing unit 70 determines the changed processing order transmitted from the user as the processing order of the determined processing task. When the processing order of the processing tasks is confirmed, the inquiry processing unit 70 causes the processing tasks that have been confirmed to be processed in order according to the processing order.

Although the embodiment according to the present invention has been described above, this is merely an example, and a person having ordinary knowledge in the relevant field can apply various modifications and equivalent scopes. It should be understood that embodiments can be employed. Therefore, the true technical scope of protection of the present invention should be determined by the appended claims.

10 Inquiry input processing unit 30 Inquiry type determination unit 50 Inquiry analysis unit 51 Inquiry analysis database unit 53 History information database unit 70 Inquiry processing unit 71 Inquiry processing database unit 100 Inquiry processing device

Claims (8)

In equipment that processes inquiries that users send to service providers that provide services or work processing,
a query input processor for inputting and processing voice or text type queries sent from users;
A query for determining whether the input-processed query is a simple query including one intent or a complex query including at least two intents and composed of a plurality of individual queries a type determination unit;
interpreting each of the plurality of individual inquiries that make up the simple inquiry or the compound inquiry so that the intention of each of the plurality of individual inquiries that make up the simple inquiry or the compound inquiry can be grasped; a query analysis unit that analyzes
Based on the analysis result of the inquiry analysis unit, querying the inquiry processing database unit that stores and manages a plurality of processing tasks related to the service provided by the service provider or work processing, the simple inquiry or the complex inquiry a query processing unit that extracts and determines a processing task corresponding to each of a plurality of individual queries that make up the
A query processing device comprising: The inquiry input processing unit converts the voice-type inquiry into a text-type inquiry when the user sends a voice-type inquiry, and when the user corresponds to a foreigner, the foreigner is 2. A query processor according to claim 1, characterized in that said phonetic type query is converted into a text type query so that the features and system of the foreign language used are represented. The query analysis unit queries the query analysis database unit if each of the simple query or the plurality of individual queries includes homonyms or words that are interpreted differently depending on the situation. Analyzing the meaning of said homonyms or scene-variantly interpreted words, wherein said query analysis database unit comprises: 2. The inquiry processing apparatus according to claim 1, wherein, of the meanings, only the meanings related to a specific service provided by said service provider or a specific work area are stored and managed. The query analysis unit, if each of the simple query or the plurality of individual queries contains a foreign language, queries a query analysis database unit to analyze the meaning of the foreign language, wherein 2. The inquiry analysis database unit stores and manages a plurality of notations for each foreign language used in a specific service provided by the service provider or in a specific work area in association with the meaning. Query processor as described. The inquiry analysis unit, in the process of interpreting and analyzing each of the simple inquiry or the plurality of individual inquiries, refers to a history information database unit that stores and manages history information of users who send inquiries. 2. The inquiry processing device according to claim 1, wherein: When it is determined that there is a top-level processing task that satisfies the selection criteria for each of the plurality of individual inquiries that make up the composite inquiry, the inquiry processing unit processes the plurality of individual inquiries. After extracting the top-level processing tasks corresponding to each of and transmitting them to the user, determining the processing tasks corresponding to each of the plurality of individual inquiries based on the user's feedback 2. An inquiry processing apparatus according to claim 1. If it is determined that there is no highest-level processing task that meets the selection criteria at least one corresponding to each of the plurality of individual inquiries that make up the composite inquiry, the inquiry processing unit satisfies the selection criteria. After sending to the user a high-level group of processing tasks corresponding to individual queries for which there is no top-level processing task, determining processing tasks corresponding to each of the plurality of individual queries based on the user's feedback. 2. The inquiry processing device according to claim 1, wherein: After determining the processing tasks corresponding to each of the plurality of individual queries, the query processing unit determines that the determined processing tasks are in a context or a dependency relationship with each other. 8. The inquiry processing apparatus according to claim 6, wherein after transmitting the processing order of the processing tasks, the processing order of the processing tasks that has been established is determined based on feedback from the user.