KR101520870B1 - The portable device with frequently asked questions system and emthod - Google Patents

Abstract

The present invention relates to a help service method for a multi-function portable terminal device, comprising: receiving a supportable function query message from a user; analyzing the received supportable function query message to detect one or more index words Calculating a degree of similarity between the response messages stored in the portable terminal apparatus and the response messages stored in the portable terminal apparatus using the detected one or more index words; A help service method of the portable terminal apparatus is proposed. And when the similarity value of the response message with the response message is less than a predetermined value, the response message is transmitted to the inquiry and response server using the wireless communication network and the response message is transmitted and received. We suggest a method to search easily.

FAQ, Help, Sentence analyzer, similarity

Description

BACKGROUND OF THE INVENTION 1. Field of the Invention [0001] The present invention relates to a help search system and method in a mobile terminal.

The present invention relates to a method of constructing a Frequently Asked Question (FAQ) helper system that enhances the help function of a mobile phone, and suggests a FAQ helper system capable of easily searching for help on a complex function or usage of a mobile phone through a text- do.

In recent years, as a function of a mobile phone has increased, functions to be understood by a user have become complicated and a menu has become complicated. Therefore, users who utilize all the various functions are rare, and most users use only some functions The utilization of the above-mentioned mobile phone is deteriorating. Also, since the manuals of recently-marketed mobile phones are so large that they can be viewed as one book rather than a simple manual, the simple help search function makes it difficult to get the desired help quickly.

One of the most popular ways to search for help on a mobile phone is to search for and navigate through the list of information provided through the Help menu, where you can navigate through the menu until you see the 'Help' There is a problem that it is not easy to find a desired function or usage.

Conventionally, for easier retrieval, a text is inputted to search for help, or a separate 'Help button' is placed outside the mobile phone (Application No. 10-2004-0030196, a method of providing help of a mobile communication terminal) A menu is selected and a 'help button' is pressed to display a description of the related menu. At this time, all the contents retrieved are contents of the internal help file stored in the mobile phone.

The conventional method of searching for the menu by searching for the help menu is troublesome in that it has to go through several searching steps to search for a description of the desired function and searching for the help information is similar to searching the menu, There is a problem that it is difficult to find a description of the desired function or usage in the help.

In addition, a method of searching for a desired help through the text input and a method of using a separate help button can quickly access a description of a desired menu. However, among the complex functions of the selected menu, It is a burden to the user as in the method of FIG. In addition, there is a limitation in solving the user's query by the method in which the user retrieves the menu information from the built-in help information.

For example, if you want to know how to make a call while listening to DMB, you can easily access the 'DMB TV Help' menu to search for help, but then you do not know where to find the information you want It is troublesome to access the PC, go to the Anycall Land customer center, ask for the FAQ / bulletin board, and re-access to view the response.

It is an object of the present invention to provide an apparatus and method for analyzing a user query in a portable terminal device to provide similar help.

It is another object of the present invention to provide a method and apparatus for searching for a user with high convenience by recognizing an index word included in a user query of a text form in a portable terminal device and providing a help through a similar index search.

It is still another object of the present invention to provide a method and apparatus for retrieving and providing help for a user query through a link with a server in a portable terminal apparatus.

Another object of the present invention is to provide a helper device and method for searching for and providing similar help (including a FAQ) by analyzing a user query so that a user can input a question as text in a portable terminal device and easily search for a desired help .

According to an aspect of the present invention, there is provided a method of a help service for inquiring and responding to a function that can be supported in a multi-function portable terminal apparatus, the method comprising: receiving a query message from a user; Analyzing the message and detecting one or more index words; calculating a degree of similarity with response messages stored in the portable terminal apparatus using the detected one or more index words; And selecting and displaying the calculated similarity value in descending order; and accessing a query and response server using a wireless communication network when the similarity value is less than a predetermined value.

According to an embodiment of the present invention, a portable terminal apparatus having a user help service function includes an input unit for receiving a query message from a user, and an input unit for analyzing a query message received from the input unit, A memory unit for storing an index word detected through the help sentence analyzer and storing a response message corresponding to the index word; and a memory unit for storing the response word corresponding to the index word using the detected one or more index words, And a controller for controlling the degree of similarity to be measured and displaying the measured result on the display window.

According to the present invention as described above, the user of the portable terminal apparatus can easily retrieve the help corresponding to the user's intention, and the help which is not present in the mobile phone can obtain the desired help anytime and anywhere without any special operation such as PC connection, It is possible to increase the usability of the mobile phone.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Reference will now be made in detail to the preferred embodiments of the present invention, examples of which are illustrated in the accompanying drawings. In the following description, a detailed description of known functions and configurations incorporated herein will be omitted when it may make the subject matter of the present invention rather unclear.

1 is a configuration diagram of a portable terminal apparatus 100 having a help function according to an embodiment of the present invention. The term " portable terminal device " refers to a small-sized terminal device that can be carried by a user or held by a user by hand, and includes a cellular phone, a personal communication system (PCS) Personal Data Assistant (PDA), Portable Multimedia Player (PMP), and the like.

As shown, the portable terminal apparatus 100 includes a control unit 101, an input unit 102, a display window 103, a communication module 104, a help processor 105, and a video / audio coding and decoding unit 111 . Each configuration will be described as follows.

The input unit 102 is a configuration for inputting a user query message. The input unit 102 includes a keypad, a touch pad, and a voice input unit for receiving voice. That is, when the keypad and the touchpad are used as an input unit, the user inputs a query message by inputting a key. Also, in the case of a voice input unit for receiving voice, a voice message is received by a user voice using a voice recognizer. The query message input by the input unit 102 is provided to the control unit 101.

The control unit 101 provides the help message processor 105 with the inquiry message input from the input unit 102 as shown for controlling between the peripheral devices connected to the portable terminal or transmits a response message to the user inquiry message And controls the communication module 104 to access and request the query and response server 200. And also receives the processed result through the help processor 105 and controls the result to be displayed through the display window 103. [

The help processor 105 receives the inquiry message from the control unit 101 as shown above, calculates a degree of similarity with the response message stored in the portable terminal, and transmits a specific response message. The help processor 105 has a configuration of a help controller 106, a weight portion excitation 110, a help sentence analyzer 107, a help index DB 108, and a help response message DB 109.

The help processor 105 sends a query message input by the user through the help controller 106 to the help sentence analyzer 107 and requests analysis. The help processor 105 analyzes the query message through the help analyzer 107 to extract an index word, stores the extracted index word in the help index DB 108, And updates and stores the help index DB 108. [ In addition, the help processor 105 compares the indexes extracted by the help sentence analyzer 107 with the response messages stored in the help response message DB 109, and outputs a response message in the phone according to the comparison result Or a request for a response to the help query message input by the user to the query and response server 200. That is, the help processor 105 requests help from the query and response server 200 if the calculated similarity is smaller than a predetermined threshold. For example, the help processor 105 outputs help information in the phone because the similarity is high when a query similar to the one shown in [Table 1] below is received, and "How many MP3 playlists can be used when using external memory?" The user can request the query message to the query and response server 200 and process the response of the user because the query message is not in the response message DB 109 inside the phone. At this time, the help processor 105 transmits the help information (server index information and server response message) obtained by requesting the server to the help index DB 108 and the help response message DB 109 to update it. Further, the help processor 105 provides the response message to the user, receives the response satisfaction from the user, updates the help index used for the user query by weighting and updating the help index, .

Index DB Response message DB Camera photo size Select the desired picture size by selecting the 'Picture Size' menu on the camera shooting screen. How do I change the camera picture size? Schedule registration From 'diary' menu, select 'Schedule' → Select date → Select item to register → Enter information How do I register a schedule? How to change DMB channel Select TV by pressing DMB button → TV channel → Select desired channel and watch (using up / down button) → Search channel when there is no saved channel information Change TV channel

Table 1. Help query and response message DB example

Hereinafter, each of the components included in the help processor 106 will be described in detail.

3, the help sentence analyzer 107 analyzes the query input by the user (step 301), extracts the index word, stores the extracted index word in the help index database 108 of FIG. 1 , And calculates the similarity between the extracted index word and the index words pre-stored in the help index database (101) (operation 303). In another embodiment, it is apparent that the help sentence analyzer 107 can directly compare the similarity with the response message stored in the help response message DB 109 of FIG. 1 with the extracted index word. Here, a method of searching a response message by examining similar index words among pre-stored index words will be described. The help sentence analyzer 107 determines whether or not there is an index word having a degree of similarity equal to or greater than the threshold value of the similarity calculation result in step 305. If the index word having a degree of similarity equal to or greater than a threshold value is given to the help word analyzer 107, An appropriate index is selected (Step 307). The help sentence analyzer 107 generates a message to be transmitted to the user by requesting a response message corresponding to the selected index word from the help response message DB 109 of FIG. 1 (Step 309). Thereafter, the help sentence analyzer 107 transmits the generated response message to the help controller 106 (step 311). The sentence analyzer 107 in the mobile terminal reflects the user's satisfaction obtained in the previous help search in the similarity calculation when the similarity calculation is performed so that the user can search for a response message corresponding to the user's intention more frequently .

The help index DB 108 is a DB storing only the index words so as to calculate the similarity between the user query messages and the respective query and response messages in the database and to quickly search the response message DB 109. [ Satisfaction with the user query message is stored as a weight and used in the calculation of similarity. When using an existing help file, you can extract the index words for the help text.

The help response message DB 109 is a DB containing a query message list or an index word list and a help message for a response message. The data is structured as shown in Table 1 and configured to respond to various queries of the user. The help response message DB 109 stores help information obtained by inquiring the inquiry and response server 200 when there is no response to the inquiry in the portable device, for example, index word information, a response message, ). While the existing help file is mainly focused on the description, the expected user question is also added to the DB to configure the database so that the user can easily retrieve the desired information.

FIG. 4 shows a help process flow according to a user query message request of the control unit of the portable terminal apparatus of FIG.

Referring to FIG. 4, in step 401, the portable terminal device provides a query message input by the user to the help processor 105 to request analysis, and receives the analysis result. In step 403, the portable terminal determines whether the received result is help. If the received result is in the help mode, the portable terminal proceeds to step 405 and outputs help to the display window 103. If the received result is not help , The process proceeds to step 411 and a message is displayed on the display window 103 informing that the help search in the terminal fails. Then, in step 413, the portable terminal apparatus outputs a message to the display window 103 asking whether to request help from the server, and checks the user's selection. If the user selects not to request assistance from the server, the portable terminal device terminates the algorithm according to the present invention. If the user selects to request the server for assistance, the portable terminal device transmits the inquiry message to the server in step 415, And outputs the received help information to the display window 103 in step 405. [

In step 407, the portable terminal apparatus checks the satisfaction of the user. In step 409, the portable terminal apparatus updates the weight of the help index DB 108 and the help response message DB 109 based on the satisfaction survey result.

Thereafter, the portable terminal device ends the algorithm according to the present invention.

2 is a configuration diagram of a query and response server according to an embodiment of the present invention. As shown, the query and response server 200 includes a communication and distribution apparatus 201, a phone model determiner 202, and a server help processor 203. Each configuration will be described as follows.

The communication and distribution device 201 is a module for communication between the mobile phone and the server and the agent PC 209. The communication and distribution apparatus 201 determines whether or not the portable terminal apparatus 100 is connected to the portable terminal apparatus 100 as shown in FIG. 6 (step 601). If it is not connected to the portable terminal apparatus 100, The communication and distribution apparatus 201 transmits a response of the server 200 when the connection is permitted as a result of attempting connection with the portable terminal apparatus, (Response message, index word, etc.) detected by the server using the short message transmission method (SMS) to the portable device (step 605).

Table 2 below shows data exchanged between the portable device and the server. As described above, the communication and distribution apparatus 201 receives the user input query message, the index word information, the unique information (for example, model name) of the portable device from the portable device 100, ). Also, if there is no response message having a high degree of similarity as a result of the similarity comparison with the response message of the server DB to the user query message in the server help processor 203, the inquiry message received from the portable device to the agent PC 209, And unique information. Here, the response (response message) obtained from the agent PC 209 in real time is not only stored in the help response message DB 207 of the server but also transmitted to the portable terminal device together with the index word as shown in Table 2 below.

Classification Transmission data Server transfer data from phone User query message, upper index word, portable device specific information (model name) On the server,
Transmission data When server search is successful Help (query message, response message, index word) If the server search fails  Agent help (response message, index word)

Table 2. Transmitting / receiving data between portable device and server

The phone model determiner 202 determines the model of the portable device 100 that requested the help using the unique information of the portable device received from the communication and distribution device 201, And requests help processing to the server processing the response DB.

The server help processor 203 analyzes the query message requested by the portable device 100, calculates the similarity between the query message and the response message in the server, and extracts the help message if there is the most similar response message. When extracting help, they are displayed in the order of high similarity, or a specific number of response messages determined by the user are extracted and provided.

The server help processor 203 receives the response message and the index word from the operator through the new update device 208 and updates and stores the help index DB 206 and the help response message DB 203.

In addition, the operations of the server help index DB 206, the server help response message DB 207, and the like included in the server help processor 203 are the same as those of the portable device shown in FIG. Here, the help-sentence analyzer 205 of the server performs the same operation as the help-sentence analyzer 107 of the portable device, but unlike the portable terminal apparatuses for individual users, the server is intended for a large number of unspecified users Weights are not given to users. In addition, the help text analyzer 205 of the server allows for more sophisticated retrieval of more data.

A detailed flow of the help processing of the server is described in Fig. Here, the flow of FIG. 5 is similar to the portable terminal apparatus of FIG.

The server receives the user query message from the portable terminal device in step 501, and analyzes the query message in step 503 to extract the index word. In step 505, the server calculates a degree of similarity between the extracted index word and the pre-stored index word, and then checks whether there is an index word having a degree of similarity higher than a threshold value in step 507. [

If there is an index word having a degree of similarity equal to or greater than the threshold value, the server proceeds to step 509 to extract the help of the index word having a high degree of similarity, compares the help word with the search result of the terminal in step 511, And transmits the help to the terminal.

On the other hand, if there is no index word having a degree of similarity equal to or greater than the threshold value, the server determines that the user's desired help does not exist in the server DB. In step 515, the server instructs the agent PC 209 in real- And receives the response message and the index word from the agent in step 517 and transmits the response message and the index word to the corresponding terminal. Here, the agent PC also performs an operation similar to the help processor of the portable terminal device or the server, and provides a response message corresponding to the user query message and the extracted index word to the server DB.

While the present invention has been described in connection with what is presently considered to be the most practical and preferred embodiment, it is to be understood that the invention is not limited to the disclosed embodiments, but is capable of various modifications within the scope of the invention. Therefore, the scope of the present invention should not be limited by the illustrated embodiments, but should be determined by the scope of the appended claims and equivalents thereof.

1 is a block diagram of a portable terminal device having a help function according to an embodiment of the present invention;

2 is a configuration diagram of a query and response server according to an embodiment of the present invention;

FIG. 3 is a flowchart of the help sentence parser of FIG. 1,

FIG. 4 is a flowchart illustrating a help process according to a user query message request of the control unit of the portable terminal apparatus of FIG. 1;

5 is a processing flowchart of the query and response server of Fig. 2, and Fig.

6 is a processing flowchart of the communication distribution apparatus of the query and response server of Fig. 2;

Claims (19)

A help service method of a portable terminal apparatus, Receiving a query message; Detecting one or more index words in the query message; Calculating the similarity between the detected one or more index terms and one or more index terms of the database; Selecting an index word of the database based on the degree of similarity when there is an index word in the database that is equal to or greater than a threshold value for which the degree of similarity is set; Outputting a help message corresponding to the selected index word; Transmitting an inquiry message to a server when an index word having a threshold value equal to or higher than the threshold value is not present in the database; Receiving a help message corresponding to the inquiry message from the server; And outputting the received help message to the help terminal. The method of claim 1, wherein the similarity calculation is performed in accordance with user satisfaction obtained in previous help search. 3. The method of claim 2, wherein the user satisfaction is a value indicating user satisfaction of the help message in the previous help search. The method of claim 1, wherein the step of transmitting the query message to a server comprises: And transmitting at least one of the query message, the one or more index words detected, and the unique information of the portable terminal apparatus to the server. The method of claim 1, further comprising the step of storing a help message corresponding to the inquiry message received from the server. The method of claim 1, further comprising the step of receiving satisfaction information before terminating the service. The method of claim 1, wherein the step of selecting an index word of the database based on the degree of similarity comprises the step of limiting the indexer having a high degree of similarity to a predetermined number in the database, Service method. In a help service method of a server, Receiving a query message and unique information of the portable terminal device from the portable terminal device; Identifying a model of the portable terminal apparatus using the unique information; Detecting one or more index words in the query message; Confirming a help message corresponding to a model of the portable terminal apparatus using the detected one or more index words; And transmitting the help message to the portable terminal device. delete delete delete In the portable terminal apparatus, An input unit for receiving a query message, A sentence analyzer for detecting one or more index words in the query message; Calculating a degree of similarity between the detected one or more index terms and one or more index terms in the database, Selecting an index word of the database based on the degree of similarity; outputting a help message corresponding to the selected index word; Transmitting the query message to the server, receiving a help message corresponding to the query message from the server, and outputting the received help message if there is no index word that is equal to or greater than the threshold value for which the degree of similarity is set in the database And a controller for controlling the operation of the portable terminal device. 13. The portable terminal apparatus according to claim 12, wherein the input unit includes at least one of a microphone, a keypad, and a touchpad for receiving a voice input, a key input, or a touch input. 14. The portable terminal apparatus according to claim 13, further comprising a voice recognizer when the input unit receives the voice input, and extracts a query message from the voice input. 13. The apparatus of claim 12, further comprising a memory unit including an indexer storage unit for storing the detected one or more index words and a message storage unit for storing a help message corresponding to the detected one or more index words. A portable terminal device. 13. The portable terminal apparatus according to claim 12, wherein the controller calculates the degree of similarity by reflecting user satisfaction obtained in a previous help search. 13. The portable terminal apparatus according to claim 12, wherein the controller controls to output a result of the help message according to a result of the similarity calculation. 13. The portable terminal apparatus according to claim 12, further comprising a communication module for transmitting the inquiry message to the server and receiving a help message corresponding to the inquiry message from the server. In the server, A communication module for receiving a query message and unique information of the portable terminal device from the portable terminal device; A discriminator for confirming a model of the portable terminal apparatus using the unique information, A processor for detecting one or more index words in the query message, confirming a help message corresponding to the model of the portable terminal apparatus using the detected one or more index words, and transmitting the help message to the portable terminal apparatus The server comprising:

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