KR102121709B1 - System and method for providing customer service based on chatbot - Google Patents

Abstract

The present invention relates to a server and a method for providing a chatbot-based customer consultation service. The server for providing a chatbot-based customer consultation service according to an embodiment of the present invention comprises: a conversation module providing a chatbot-based interactive interface to a customer terminal device and providing answers to customer inquiries through the interactive interface; a customer information management module storing conversation history made in the interactive interface and determining whether the customer is a first customer or a second customer with reference to the stored information; and a manual map provision module generating a manual map corresponding to the customer and displaying the manual map on the customer terminal device when a provision request for a manual map is inputted from the customer through the interactive interface. The manual map comprises a root node, a plurality of first nodes arranged to surround the root node and each having different keywords displayed, and connection lines each connecting between the root node and the plurality of first nodes. When the customer is the first customer, the manual map provision module creates a manual map in which keywords related to inquiries frequently asked by all customers are displayed in larger characters, and when the customer is the second customer, the manual map provision module creates a manual map in which keywords related to the second customer′s recent inquiries are displayed in larger characters than other keywords. The first customer may be a customer having no history of inputting inquiries through the interactive interface in the past, and the second customer may be a customer having a history of inputting inquiries through the interactive interface in the past.

Description

Server and method for providing customer service based on chatbot {SYSTEM AND METHOD FOR PROVIDING CUSTOMER SERVICE BASED ON CHATBOT}

The present invention relates to a server and method for providing a customer service based on a chatbot.

A manual is a technical communication document (manual) intended to provide assistance to people who use a specific system, service, or product, and most manuals include guided explanations and related pictures to help users understand and explain effectively. Includes

The manual provides the convenience for the user to efficiently use a specific system, service or product, and is generally provided in a booklet form or posted on a website of a specific system, service or product provider.

However, this type of manual is not only inferior in portability, but also has a problem in that it is difficult to quickly find a content desired by a user and it takes a lot of time and effort to solve the problem.

The present invention is to provide a chatbot-based customer counseling service providing server and method for conveniently acquiring information and manuals desired by a customer by providing a chatbot-based interactive service to a customer.

In addition, the present invention is to provide a server and method for providing a chatbot-based customer counseling service that enables a customer to conveniently use a manual by providing a customized manual map for each customer.

In addition, the present invention is to provide a chatbot-based customer counseling service providing server and a method for improving the work efficiency of managers and counselors by providing manager-specific manual maps and counselor-customized manual maps to managers and counselors, respectively. .

The chatbot-based customer counseling server according to an embodiment of the present invention provides a chatbot-based interactive interface to a customer terminal device, and a chat module providing an answer to a customer inquiry through the interactive interface, the chat A customer information management module that stores the conversation history made in the interactive interface and determines whether the customer is the first customer or the second customer with reference to the stored information, and a request for providing a manual map from the customer through the interactive interface When there is, it includes a manual map providing module for generating a manual map corresponding to the customer and displaying it on the customer terminal device, wherein the manual map is arranged to surround the root node and the root node, and each has a different keyword. And a plurality of first nodes displayed, and connection lines respectively connected between the root node and the plurality of first nodes, and the manual map providing module includes the number of inquiries from all customers when the customer is a first customer. If the keyword related to the frequently asked questions is generated, a manual map displayed in larger letters is generated. If the customer is a second customer, the keyword related to the recent inquiry of the second customer is displayed in a larger text than other keywords. The first customer is a customer who has no history of entering inquiries through the interactive interface in the past, and the second customer is a customer who has a history of entering inquiries through the interactive interface in the past. .

In addition, the manual map providing module further displays a second node that is a child node of the first node corresponding to the keyword indicated by the largest character in the manual map, and displays the keyword indicated by the largest character in the second node. Sub-keywords to subdivide are displayed.

In addition, the manual map providing module is characterized by further displaying the date of the latest inquiry of the second customer on the manual map when generating the manual map for the second customer.

In addition, the manual map providing module generates and provides a manual map for an administrator to the administrator terminal device when receiving a request for providing a manual map from the administrator terminal device, and the administrator manual map is provided to each of the plurality of first nodes. It is characterized in that the customer evaluation information for the manual related to the displayed keyword is displayed.

In addition, the manual map providing module, when a conversation request with a counselor is input through the interactive interface, generates and provides a manual map for the counselor to the counselor terminal device, and the manual map for the counselor provides the customer's inquiry It is characterized in that the corresponding keyword is highlighted.

Next, the method for providing a chatbot-based customer consultation service according to an embodiment of the present invention provides a chatbot-based interactive interface to a customer terminal device, and when an inquiry is input from the customer through the interactive interface, the inquiry Providing an answer to an item, storing a conversation history made in the interactive interface, determining whether the customer is a first customer or a second customer with reference to the saved conversation history, and the interactive interface When a request for providing a manual map is input from the customer through the process, generating a manual map corresponding to the customer, wherein the manual map is arranged to wrap around a root node and the root node, and each has a different keyword. And a plurality of first nodes displayed, and connection lines respectively connected between the root node and the plurality of first nodes, and in the manual map generation step, if the customer is the first customer, the number of inquiries from all customers The higher the keyword related to the inquiries, the larger the manual map is displayed in large letters, and if the customer is the second customer, the manual map in which the keywords related to the recent inquiries from the second customer are displayed in larger letters than other keywords The first customer is a customer who has no history of entering inquiries through the interactive interface in the past, and the second customer is a customer who has a history of entering inquiries through the interactive interface in the past. .

In addition, in the generating of the manual map, a second node that is a child node of the first node corresponding to the keyword indicated by the largest character in the manual map is further displayed, and the keyword represented by the largest character is displayed in the second node. Characterized in that the sub-keyword to be subdivided is displayed.

In addition, in the step of generating the manual map, when generating a manual map for the second customer, it is characterized in that the date of the latest inquiry of the second customer is further displayed on the manual map.

In addition, the manual map generating step further includes generating a manual map for an administrator when receiving a request for providing a manual map from the administrator terminal device, and the manual map for the administrator includes keywords displayed on each of the plurality of first nodes. Characterized in that the customer evaluation information for the related manual is displayed.

In addition, the manual map generating step further includes generating a manual map for a counselor to be provided to a counselor terminal device when a request for a conversation with a counselor is input through the interactive interface. Characterized in that the keyword corresponding to the customer's inquiry is displayed in large letters.

In addition to this, another method for implementing the present invention, another system, and a computer-readable recording medium for recording a computer program for executing the method are further provided.

According to the present invention, by providing a chatbot-based interactive service to a customer, it is possible to conveniently obtain information and a manual desired by the customer.

Further, according to the present invention, by providing a customized manual map for each customer, the customer can conveniently use the manual.

In addition, according to the present invention, by providing a manual map customized for a manager and a manual map customized for a consultant to a manager and a consultant, respectively, it is possible to increase the work efficiency of the manager and the consultant.

1 is a view showing a schematic configuration of an entire system for providing a chatbot-based customer counseling service according to an embodiment of the present invention.
2 is a view showing the internal configuration of a server according to an embodiment of the present invention.
3 is a diagram illustrating an exemplary manual map provided according to an embodiment of the present invention.
4 is a diagram illustrating a manual map displayed on a terminal device of a first customer by way of example.
5 is a diagram illustrating a manual map displayed on a terminal device of a second customer by way of example.
6 is a diagram illustrating an exemplary manual map displayed on the manager terminal device.
7 is a view showing an example of a manual map displayed on the counselor terminal device.
8 is a diagram illustrating a computing device according to an embodiment of the present invention.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings so that those skilled in the art to which the present invention pertains may easily practice. However, the present invention can be implemented in many different forms and is not limited to the embodiments described herein. In addition, in order to clearly describe the present invention in the drawings, parts irrelevant to the description are omitted, and like reference numerals are assigned to similar parts throughout the specification. In this specification, redundant description of the same components is omitted. Also, in this specification, when a component is referred to as being'connected' or'connected' to another component, it may be directly connected to or connected to the other component, but other components in the middle It should be understood that may exist. On the other hand, in this specification, when a component is referred to as being'directly connected' or'directly connected' to another component, it should be understood that no other component exists in the middle.

In addition, the terms used in this specification are only used to describe specific embodiments, and are not intended to limit the present invention. Also, in this specification, a singular expression may include a plural expression unless the context clearly indicates otherwise. Also, in the present specification, terms such as'include' or'have' are only intended to designate the existence of features, numbers, steps, operations, components, parts, or combinations thereof described in the specification, and one or more of them. It should be understood that the existence or addition possibilities of other features, numbers, steps, actions, components, parts or combinations thereof are not excluded in advance.

Also in this specification, the term'and/or' includes a combination of a plurality of listed items or any one of a plurality of listed items. In this specification,'A or B'may include'A','B', or'both A and B'. Also, in this specification, detailed descriptions of well-known functions and configurations that may obscure the subject matter of the present invention will be omitted.

1 is a view showing a schematic configuration of an entire system for providing a chatbot-based customer counseling service according to an embodiment of the present invention.

As illustrated in FIG. 1, the entire system according to an embodiment of the present invention may include a communication network 100, a server 200, and a terminal device 300.

First, the communication network 100 according to an embodiment of the present invention may be a high-speed period network of a large communication network capable of data transmission/reception service, Wi-Fi for providing Internet or high-speed multimedia services, and It may be a next generation wireless network including WiGig, Wireless Broadband Internet (Wibro), World Interoperability for Microwave Access (Wimax), and the like.

The Internet is a TCP/IP protocol and various services existing in a higher layer, namely HTTP (Hyper Text Transfer Protocol), Telnet, File Transfer Protocol (FTP), Domain Name System (DNS), Simple Mail Transfer Protocol (SMTP), It may mean a worldwide open computer network structure that provides Simple Network Management Protocol (SNMP), Network File Service (NFS), Network Information Service (NIS), etc., and the terminal device 300 is connected to the server 200 Can provide an environment that enables

Meanwhile, the Internet may be a wired or wireless Internet, or may be a core network integrated with a wired public network, a wireless mobile communication network, or a portable Internet.

If the communication network 100 is a mobile communication network, it may be a synchronous mobile communication network or an asynchronous mobile communication network. An example of the asynchronous mobile communication network is a wideband code division multiple access (WCDMA) communication network. In this case, although not shown in the drawings, the mobile communication network may include, for example, a radio network controller (RNC). Meanwhile, although the WCDMA network is taken as an example, it may be a next-generation communication network such as a 3G LTE network, a 4G network, a 5G network, or an IP network based on other IPs.

Next, the server 200 according to an embodiment of the present invention may collect and store a manual for using a product or a system, and provide information about the manual stored in the terminal device 300. Alternatively, a function of providing an answer content for a query requested from the customer's terminal device 310 may be performed based on the stored manual.

The detailed configuration and function of the server 200 according to the present invention will be described in detail through the following detailed description.

Meanwhile, the terminal device 300 according to an embodiment of the present invention is a digital device including a display function capable of outputting an image or text and a function of communicating after connecting to the server 200, a desktop computer, Any digital device equipped with a memory processor and equipped with a microprocessor, such as a notebook computer, workstation, PDA, web pad, mobile phone (smartphone), etc., can be adopted as the terminal device 300 according to the present invention. Can be.

Also, the terminal device 300 may include a customer terminal device 310, an administrator terminal device 320, and a counselor terminal device 330.

The customer terminal device 310 is a terminal device used by a customer using a product or service provided by the server 200, and the customer can access the server 200 through the customer terminal device 310, thereby inquiring You can search for the information you want by receiving an answer to or receiving a manual map.

The administrator terminal device 320 is a terminal device used by an administrator who manages the quality of the consultation service provided by the server 200, and the administrator can access the server 200 through the administrator terminal device 320, through which Customer evaluation information for the manual map is provided, and the manual map can be updated based on the received customer evaluation information.

The counselor terminal device 330 is a terminal device used by a counselor who provides an answer to a customer's inquiry through a conversation with the customer, and the counselor can access the server 200 through the counselor terminal device 330, and the customer The terminal device 310 may communicate with a customer who has accessed the server 200.

Each terminal device 300 may include a browser-related program or application that allows a user interface to be provided from the server 200.

Hereinafter, the internal configuration of the server 200 according to the present invention and the function of each component will be described.

2 is a view showing the internal configuration of a server according to an embodiment of the present invention.

Referring to FIG. 2, a chatbot-based customer counseling service providing server 200 (hereinafter referred to as a server) according to an embodiment of the present invention includes a conversation module 210, a search module 220, a customer information management module 230, It may be configured to include a manual map providing module 240, database 260, communication module 270 and control module 280. Here, the conversation module 210, the search module 220, the customer information management module 230, the manual map providing module 240, the database 260, the communication module 270, and the control module 280 are all servers ( It does not have to be physically included in the 200), it may be located outside to interwork with the server 200.

Meanwhile, according to an embodiment of the present invention, the conversation module 210, the search module 220, the customer information management module 230, the manual map providing module 240, the database 260, the communication module 270, and The control module 280 may be a program module in which at least some of them communicate with the terminal device 300. The program module may be included in the server 200 in the form of an operating system, application program module, or other program module, and may be physically stored in various well-known memory devices. Also, the program module may be stored in a remote storage device capable of communicating with at least one of the terminal devices 300. Meanwhile, the program module includes, but is not limited to, routines, subroutines, programs, objects, components, data structures, etc. that perform specific tasks to be described later or execute specific abstract data types according to the present invention.

First, the conversation module 210 may provide an interactive interface based on a chatbot between the customer terminal device 310 and the server 200, and for this purpose, a chat window in which the customer and the chatbot can communicate with the customer terminal device 310 Can provide. For example, the chatbot-based interactive interface may be made through mobile messenger, web messenger, message (SMS), and the like.

The chatbot service has made great leaps forward with big data analysis, machine learning, and natural language processing technologies to infer the correct answer based on the analysis of conversation content with users. And provides a conversation service by predicting the next question. Recently, it has been expanded to a purpose of handling various operations such as shopping and payment, beyond a simple conversation service due to convenience of use.

In addition, the conversation module 210 may provide an interactive interface between the customer terminal device 310 and the counselor terminal device 330. For example, as an interactive interface, the customer terminal device displays a chat window in which a customer and a counselor can talk. 310 and the counselor terminal device 330.

In this case, a chat window in which a customer and a chatbot can talk and a chat window in which a customer and a counselor can talk can be implemented as the same chat window, and the customer can communicate with both the chatbot and the counselor within one chat window.

If the customer does not get a satisfactory answer to the inquiry from the chatbot, the customer can request a conversation with a counselor, and when a request for a conversation with the counselor through the chat window is input from the customer terminal device 310, the conversation module 210 ) May transmit information about a conversation request to the counselor terminal device 330.

In addition, when the request for providing a manual map is input from the customer terminal device 310 through the chatbot-based interactive interface, the conversation module 210 displays the manual map corresponding to the corresponding customer through the interactive interface. Can be displayed on.

Next, the search module 220, if an inquiry is input from the customer terminal device 310 through a chatbot-based interactive interface provided by the conversation module 210, searches for an answer to this and re-converses the conversation module ( 210). At this time, the response content may be provided from the database 260, and the conversation module 210 provided with the response content may deliver the corresponding response to the customer through a chatbot.

Next, the customer information management module 230 may store the conversation history between the chatbot and the customer and the conversation history between the counselor and the customer in the interactive interface provided by the conversation module 210.

Here, the customer has entered a query through a chatbot-based interactive interface in the past with a first customer (first customer) who has no history of entering inquiries through the chatbot-based interactive interface provided by the server 200. It may include a second customer (existing customer) with a history, and the customer information management module 230 refers to the stored conversation history, and whether the customer who entered the current inquiry corresponds to the first customer or the second customer It can be determined whether or not.

In addition, the customer information management module 230 may store the conversation history made in the chatbot-based interactive interface itself or in a separate database 260.

Next, the manual map providing module 240 generates a manual map corresponding to the corresponding customer when a request for providing a manual map is performed from the customer terminal device 310 through the interactive interface provided by the conversation module 210 A function provided by the customer terminal device 310 may be performed.

Hereinafter, a manual map provided according to an embodiment of the present invention will be described in detail with reference to FIG. 3, and FIG. 3 is a diagram illustrating an exemplary manual map provided according to an embodiment of the present invention.

Referring to FIG. 3, the manual map according to an embodiment of the present invention includes a root node 410, a plurality of first nodes 420 disposed to surround the root node 410, and each first node 420. It may include a plurality of second node 430 corresponding to the child node of, and a plurality of third nodes 440 corresponding to the child node of each second node 430, if not shown in the drawing Depending on the n-th node (n is a natural number of 4 or more).

In addition, the manual map may include a plurality of connection lines that are respectively connected between the nodes to indicate a connection relationship between the nodes. That is, a plurality of connection lines are disposed between the root node 410 and the plurality of first nodes 420, and a plurality of connection lines are disposed between the first node 420 and the plurality of second nodes 430. A plurality of connection lines may be disposed between the two nodes 430 and the plurality of third nodes 440.

More specifically, when the manual map is related to the financial business service, the root node 410 may display the subject keyword'financial business service', and the first nodes 420 may include'receiving business', Keywords such as'trusted car/deduction','trust fund','card','foreign exchange','credit' and'retirement pension' can be displayed.

In the second node 430, the content (keyword) further subdivided from the content (keyword) displayed in the corresponding first node 420 is displayed, and as shown in FIG. 3, the first node in which'reception service' is displayed ( In the second node 430, which is a child node of 420), an'automatic debit' that further refines the'receiving service' may be displayed. In addition, keywords such as'new investment securities','collective investment securities', and'depositable funds' may be displayed on the second nodes 430 of the first node 420 where'token bank/deduction' is displayed. . That is, the contents displayed on the first nodes 420 may correspond to the upper category of the contents displayed on the second nodes 430.

In the third node 440, the content (keyword) that is further subdivided from the content (keyword) displayed in the corresponding second node 430 is displayed, and the second node in which'automatic transfer' is displayed as shown in FIG. 3. In the third node 440, which is a child node of 430,'automatic transfer between accounts','preliminary fund transfer','paid transfer' and'apartment management non-automatic transfer' are further subdivided into contents related to'auto transfer'. Keywords such as' may be displayed. That is, contents displayed on the second nodes 430 may correspond to upper categories of contents displayed on the third nodes 440.

Meanwhile, in FIG. 3, for convenience of description of a manual map provided according to an embodiment of the present invention, a root node 410, a first node 420, a portion of the second nodes 430, a third node ( 440) is shown, but the present invention is not limited thereto.

For example, only the root node 410 and the first nodes 420 are displayed on the first manual map screen provided, and when the predetermined first node 420 is selected, the second nodes 430 corresponding thereto When is displayed, when a predetermined second node 430 is selected, third nodes 440 corresponding thereto may be displayed.

Alternatively, only the root node 410, the first nodes 420, and the second nodes 430 for the specific first node 420 may be displayed on the first manual map screen provided.

Hereinafter, a manual map provided to the customer terminal device 310 will be described in detail with reference to FIGS. 4 and 5.

4 is a diagram illustrating a manual map displayed on a terminal device of a first customer by way of example, and FIG. 5 is a diagram illustrating a manual map displayed on a terminal device of a second customer by way of example.

If the customer requesting the provision of the manual map is a first customer (first customer), the manual map providing module 240 may provide a manual map as shown in FIG. 4 to the terminal device 310 of the first customer. .

Referring to FIG. 4, the first nodes 420 are displayed on the manual map, but the content with a higher frequency of inquiries may be displayed as a larger character, and a content with a lower frequency of inquiries may be displayed as a smaller character.

For example, when'receiving business','trusted bank car/deduction','trust fund','card','foreign currency','credit' and'retirement pension' are displayed on the first nodes 420, The'receiving task' with the highest frequency of inquiries may be displayed as the largest character, and the'trust fund' with the lowest frequency of inquiries may be displayed as the smallest character.

That is, the manual map providing module 240 can grasp the number of inquiries for each node based on a fire resistance history made through a chatbot-based interactive interface. For example, in the chatbot-based interactive interface, the frequency of the number of queries for each node corresponding to the number of inquiry keywords input from the customer terminal device 310 may be calculated.

Thus, by differentiating the font size of the first node 420 according to the frequency of the number of inquiries from the customer, it is possible to provide a manual map to easily find the manual information desired by the customer.

Next, when the customer requesting the provision of the manual map is the second customer, the manual map providing module 240 may provide the manual map as shown in FIG. 5 to the terminal device 310 of the second customer.

That is, the first node 420 is displayed on the manual map, but the first node 420 related to a recent inquiry item of the corresponding customer may be displayed differently from the other first nodes 420. For example, the customer's recent inquiries on'receiving business' among'receiving business','trusted bank car/deduction','trust fund','card','foreign exchange','credit' and'retirement pension' In the case of a related matter, as shown in FIG. 5, the'receiving business' is a character that is larger in size than'Trusted Bangka/Deduction','Trust Fund','Card','Foreign Exchange','Credit' and'Retirement Pension' Can be displayed.

Alternatively, although not shown in the drawings, the first node 420 related to a recent inquiry item of the corresponding customer may be displayed in a different color from the other first nodes 420, for example,'receiving service' is red. It can be displayed in color, and'Trusted Bangka/Deduction','Trust Fund','Card','Foreign Exchange','Goddess' and'Retirement Pension' may be displayed in black.

Alternatively, although not shown in the drawing, the first node 420 related to a recent inquiry item of the corresponding customer is displayed in a different color from the other first nodes 420 and displayed in larger characters than the other second nodes. It may be.

On the other hand, the manual map providing module 240, if the customer who requested the provision of the manual map is a second customer, the manual map can provide a date by displaying the date the customer entered the latest inquiry. For example, as shown in FIG. 5, if the customer has a history of entering an inquiry regarding'paid transfer' among'automatic transfer' of'receiving' recently, the node of the'paid transfer' The date on which you entered your inquiry on one side may be displayed.

To this end, the manual map providing module 240 is provided with information on the stored conversation history for all customers from the customer information management module 230, and the contents displayed on the first nodes 420 with reference to the received information You can analyze the number of queries for each of these. In addition, the manual map providing module 240 may analyze information on each customer's recent inquiries with reference to the information provided, and input information and inquiries about the inquiries of each customer's recent inquiries You can include information about the date.

6 is a diagram illustrating an example of a manual map displayed on the manager terminal device. Hereinafter, a manual map provided to the manager terminal device 320 will be described in detail with reference to FIG. 6.

The manual map providing module 240 may perform a function of generating and providing a manual map for an administrator using the administrator terminal device 320 when a request for providing a manual map is provided from the administrator terminal device 320.

In this case, as illustrated in FIG. 6, the customer manual information for the content displayed on each node may be displayed on the administrator's manual map. Here, the customer evaluation information is obtained from information input by the customer through the customer terminal device 310, and may be a satisfaction of the manual map provided by the manual map providing module 240 for each keyword displayed in each node. have.

The administrator can supplement or revise the manual for keywords whose customer satisfaction is less than a predetermined score with reference to the customer evaluation information displayed on the administrator manual map.

For example, as shown in FIG. 6, in the manual map for managers, the customer satisfaction level for'receiving business' is 4.3 points, the customer satisfaction level for'two-way bank/deduction' is 4.5 points, and the customer for'trust fund' Satisfaction is 4.0 points, customer satisfaction for'card' is 3.8 points, satisfaction for'foreign exchange' is 3.3 points, customer satisfaction for'credit' is 3.8 points, and satisfaction for'retirement pension' is 4.1 points , Administrators can supplement or modify manuals for'card','foreign exchange' and'credit' with customer satisfaction less than 4.0 points.

In FIG. 6, only satisfaction with keywords displayed in each of the first nodes 420 is illustrated, but any one first node 420 is selected from the administrator terminal device 320 and selected in the administrator manual map. When the second node 430 for 420 is displayed, satisfaction with the keyword displayed on the second node 430 may be displayed.

At this time, the customer satisfaction of the first node 420 corresponding to the upper category of the second node 430 may be calculated as an average value of the customer satisfaction of the second nodes 430 corresponding thereto.

That is, according to the present invention, the administrator can easily check the customer satisfaction for the manual information corresponding to each keyword through the administrator's manual map, and the keyword with low satisfaction is not compensated or modified for the entire manual. By improving or modifying the manual for Korea, the manager's work efficiency can be improved.

Meanwhile, although FIG. 6 shows that satisfaction is indicated by a number, the present invention is not limited thereto, and satisfaction may be expressed by a figure or the like.

7 is a diagram illustrating a manual map displayed on the counselor terminal device by way of example. Hereinafter, a manual map provided to the counselor terminal device 330 will be described in detail with reference to FIG. 7.

The manual map providing module 240 may perform a function of generating and providing a manual map for a counselor to the counselor terminal device 330 when a request is made for the manual map from the counselor terminal device 330.

In this case, a keyword corresponding to a request requested by a customer may be highlighted in a manual map for a counselor through a chatbot-based interactive interface, and a text size may be increased or a text color may be differently highlighted.

The customer may request a conversation with a counselor when a satisfactory response to an inquiry is not provided from the chatbot-based interactive interface (chat window) chatbot provided by the conversation module 210. To this end, the conversation module 210 may provide an interface through which a customer can request a conversation with a counselor, and such an interface is only for a predetermined period (for example, from 9 to 18 hours, which is the working time of the counselor). It can be set to be provided.

For example, if a customer enters an inquiry about'apartment management non-automatic transfer' through a chatbot-based interactive interface, but can't receive the desired response from the chatbot, he or she can request a conversation with a counselor. The counselor who has received a request for a counselor's conversation from the customer's customer terminal device 310 may request to provide a manual map for the counselor, and the manual map providing module 240 may not only provide'apartment management non-automatic transfer' to the counselor terminal device 330. In addition, it is possible to display a manual map for the counselor with the keywords'receiving' and'automatic debit' highlighted.

That is, through the manual map for the counselor according to the present invention, the counselor can quickly identify the keyword that the customer who is requesting the conversation is interested in and provide a quality counseling service to the customer while confirming the entire keyword for the manual at a glance. .

According to an embodiment of the present invention, among the keywords displayed on each of the plurality of nodes of the manual map, information of keywords highlighted in the manual map for the counselor may be reflected in the customer satisfaction evaluation of the manual map. Specifically, it may be determined that the customer did not receive a satisfactory response from the chatbot about the inquiry requested by the customer when the customer requested a conversation with the counselor after the conversation with the chatbot.

Meanwhile, FIGS. 3 to 7 show a manual map for financial service, but the present invention is not limited thereto, and a manual map for various services or products may be displayed.

Next, the database 260 according to an embodiment of the present invention, information about the collected manual, information about the customer using the service provided by the server 200, various information for answering the customer's inquiry , You can store and manage information about the chat history between the chatbot and the customer.

More specifically, the database 260 may store information on at least one manual for using a product or service, and this information generates a manual map according to an embodiment of the present invention or a customer inquiry (question ) Can be used to generate a response.

In addition, the database 260 may store information about a customer who has requested a conversation with the chatbot through a chatbot-based interactive interface. Specifically, the conversation history between the chatbot and the customer and the conversation history between the counselor and the customer may be stored in the interactive interface. In addition, it is possible to store customer satisfaction evaluation information for a manual. This information can be used to determine whether the customer who requested the chatbot through the chatbot-based interactive interface is the first customer or the second customer, and a manual map for the first customer that shows the frequency of inquiries. To generate a manual map for the second customer that displays the keyword and date of the latest inquiry, a manual map for the administrator that shows customer satisfaction, and a manual map for the counselor that highlights the keyword corresponding to the customer's inquiry Can be used to

The database 260 may configure, store, and manage a question and answer set including questions and answers for using a product or service. Here, the information on the Q&A set may be obtained from a manual for a product or service, or may be obtained from information existing in a homepage of a product or service provider. For example,'Frequently Asked Questions (FAQs)' that provide a combination of questions and answers on the product or service provider side, and/or'Users' who provide answers to the product or service provider side when customers fill out an inquiry Q&A' may constitute a set of questions and answers.

According to an embodiment of the present invention, the database 260 may configure rankings of a plurality of answers in a single question when configuring a set of questions and answers, and when a request is requested by a customer The multiple answers are sequentially provided according to the ranking, and the ranking of each of the multiple answers may be changed. For example, a specific set of Q&As may include a specific question and a first answer and a second answer that are answers to it, and the first answer may be designated as the first rank and the second answer as the second rank. .

In this case, when the customer inputs the specific question through the chatbot-based interactive interface, the search module 220 may first provide the first answer to the customer through the chatbot. However, in some cases (for example, if it is determined that the problem is not solved by the first answer), the customer may input a request for providing another answer, and the second answer is a conversation of the customer terminal device 310 Type interface.

However, when the ratio of the number of requests to provide the second answer (answer corresponding to the second rank) to the number of times the specific question is entered exceeds the preset value, the second answer may be changed to the first rank. That is, if it is determined that the number of times of requesting the answer of the second rank is not satisfied with the answer of the first rank, the rank assigned to each answer may be changed.

Although the database 260 is illustrated in FIG. 2 as being included in the server 200, the database 260 may be configured separately from the server 200 according to the needs of those skilled in the art to implement the present invention. . In addition, according to the needs of those skilled in the art to implement the present invention, the database 260 may be divided into a plurality.

Meanwhile, the database 260 in the present invention is a concept including a computer-readable recording medium, and may be a broad database including a file system based data record as well as a consultation database, and a simple log. If a set can be retrieved and data can be extracted, it may be the database 260 in the present invention.

Next, the communication module 270 according to an embodiment of the present invention includes a conversation module 210, a search module 220, a customer information management module 230, a manual map providing module 240, a database 260, and Data transmission/reception from/to the control module 280 or communication between the terminal device 300 and the server 200 may be performed.

Finally, the control module 280 according to an embodiment of the present invention includes a conversation module 210, a search module 220, a customer information management module 230, a manual map providing module 240, a database 260, and A function of controlling the flow of data between the communication modules 270 may be performed. That is, the control module 280 according to the present invention controls the data flow from/to the outside of the server 200 or data flow between each component of the server 200, so that the conversation module 210 and the search module 220 ), the customer information management module 230, the manual map providing module 240, the database 260 and the communication module 270 can be controlled to perform unique functions, respectively.

8 is a diagram illustrating a computing device according to an embodiment of the present invention. The computing device TN100 of FIG. 8 may be a device (eg, a server 200, a terminal device 300, etc.) described herein.

In the embodiment of FIG. 8, the computing device TN100 may include at least one processor TN110, a transmission/reception device TN120, and a memory TN130. Also, the computing device TN100 may further include a storage device TN140, an input interface device TN150, an output interface device TN160, and the like. Components included in the computing device TN100 may be connected by a bus TN170 to communicate with each other.

The processor TN110 may execute a program command stored in at least one of the memory TN130 and the storage device TN140. The processor TN110 may refer to a central processing unit (CPU), a graphics processing unit (GPU), or a dedicated processor in which methods according to an embodiment of the present invention are performed. The processor TN110 may be configured to implement procedures, functions, and methods described in connection with embodiments of the present invention. The processor TN110 may control each component of the computing device TN100.

Each of the memory TN130 and the storage device TN140 may store various information related to the operation of the processor TN110. Each of the memory TN130 and the storage device TN140 may be configured as at least one of a volatile storage medium and a non-volatile storage medium. For example, the memory TN130 may be configured as at least one of read only memory (ROM) and random access memory (RAM).

The transmitting and receiving device TN120 may transmit or receive a wired signal or a wireless signal. The transmitting and receiving device TN120 may be connected to a network to perform communication.

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 to be recorded in a computer-readable recording medium. The computer-readable recording medium may include program instructions, data files, data structures, or the like 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 usable by those skilled in the computer software field. Examples of computer-readable recording media include magnetic media such as hard disks, floppy disks, and magnetic tapes, optical recording media such as CD-ROMs, DVDs, and magneto-optical media such as floptical disks. media), and hardware devices specifically configured to store and execute program instructions such as ROM, RAM, flash memory, and the like. Examples of program instructions include not only machine language codes produced by a compiler, but also high-level language codes executable by a computer using an interpreter or the like. The hardware device may be configured to operate as one or more software modules to perform processing according to the present invention, and vice versa.

Meanwhile, the embodiment of the present invention is not implemented only through the apparatus and/or method described so far, and may be implemented through a program that realizes a function corresponding to the configuration of the embodiment of the present invention or a recording medium in which the program is recorded. There is, such an implementation can be easily implemented by those skilled in the art to which the present invention pertains from the description of the above-described embodiment.

Although the embodiments of the present invention have been described in detail above, the scope of rights of the present invention is not limited thereto, and various modifications and improvements of the skilled person using the basic concept of the present invention defined in the following claims are also provided. It belongs to the scope of the invention.

100: communication network 200: server
210: conversation module 220: search module
230: customer information management module 240: manual map providing module
260: database 270: communication module
280: control module 300: terminal device

Claims (10)

A chat module that provides a chatbot-based interactive interface to a customer terminal device and provides answers to customer inquiries through the interactive interface;
A customer information management module that stores conversation history made in the interactive interface and determines whether the customer is a first customer or a second customer with reference to the stored information; And
When a request for providing a manual map is input from the customer through the interactive interface, a manual map corresponding to the customer is generated and provided to the customer terminal device, and when receiving a request for providing a manual map from the manager terminal device, a manual map for the administrator And provides a manual map providing module that generates a manual map for the counselor and provides it to the counselor terminal device when a conversation request with a counselor is input through the interactive interface.
The manual map provided to the customer terminal device, the manager terminal device, and the counselor terminal device is arranged to surround a root node, the root node, and a plurality of first nodes each displaying a different keyword, the plurality of A second node in which a keyword in which a keyword of at least one of the first nodes is segmented is displayed, and between the root node and the plurality of first nodes, and the at least one first node and the second node Includes connecting lines that are connected to each other,
The manual map providing module generates a manual map displayed in large letters as keywords related to inquiries with high frequency of inquiries from all customers when the customer is a first customer, and when the customer is a second customer, the first 2 Generates a manual map in which the keywords related to the customer's recent inquiries are larger than other keywords
The first customer is a customer who has no history of entering inquiries through the interactive interface in the past, and the second customer is a customer who has a history of entering inquiries through the interactive interface in the past,
In the manual map for the administrator, customer evaluation information for a manual related to a keyword displayed on each of the plurality of first nodes is displayed.
A chatbot-based customer counseling service providing server characterized in that keywords corresponding to the customer's inquiries are highlighted in the manual map for the counselor. According to claim 1,
The manual map providing module is a chatbot-based customer counseling service providing server that displays a second node that is a child node of the first node corresponding to the keyword indicated by the largest character in the manual map. According to claim 2,
The manual map providing module further displays a date of the latest inquiry of the second customer on the manual map when the manual map for the second customer is generated. delete delete In the chatbot-based customer counseling service providing method by a chatbot-based customer counseling service providing server including a dialogue module, a customer information management module, and a manual map providing module,
Providing, by the conversation module, a chatbot-based interactive interface to a customer terminal device;
Providing, by the conversation module, an answer to the inquiry when an inquiry is input from a customer through the interactive interface;
Storing, by the customer information management module, a conversation history made in the interactive interface;
Determining, by the customer information management module, whether the customer is a first customer or a second customer with reference to a stored conversation history; And
When the manual map providing module inputs a request for providing a manual map from the customer through the interactive interface, the manual map providing module generates a manual map corresponding to the customer and provides it to the customer terminal device, and requests a manual map from the administrator terminal device. Generating a manual map for an administrator to be provided to the manager terminal device when receiving, and generating a manual map for an agent to be provided to the counselor terminal device when a conversation request with a counselor is input through the interactive interface,
The manual map provided to the customer terminal device, the manager terminal device, and the counselor terminal device is arranged to surround a root node, the root node, and a plurality of first nodes each displaying a different keyword, the plurality of A second node in which a keyword in which a keyword of at least one of the first nodes is subdivided is displayed, and between the root node and the plurality of first nodes, and the at least one first node and the second node It includes a connecting line that is connected between each,
In the manual map generation step,
If the customer is the first customer, the keyword related to the inquiries that have a high frequency of inquiries from all customers is generated, and a manual map is displayed in larger letters. If the customer is the second customer, the second customer's recent inquiries A manual map is displayed in which relevant keywords are displayed in larger characters than other keywords.
The first customer is a customer who has no history of entering inquiries through the interactive interface in the past, and the second customer is a customer who has a history of entering inquiries through the interactive interface in the past,
In the manual map for the administrator, customer evaluation information for a manual related to a keyword displayed on each of the plurality of first nodes is displayed.
Method for providing a customer service based on a chatbot, characterized in that a keyword corresponding to the customer's inquiry is highlighted in the manual map for the counselor. The method of claim 6,
In the manual map generation step,
A chatbot-based customer counseling service providing method comprising displaying a second node that is a child node of the first node corresponding to the keyword indicated by the largest character in the manual map. The method of claim 7,
In the manual map generation step,
When generating a manual map for the second customer, a chatbot-based customer counseling service providing method further comprising displaying the date of the latest inquiry of the second customer on the manual map. delete delete

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