KR102163081B1 - Interactive voice bot server and unmanned counsel system - Google Patents

Abstract

According to an embodiment of the present invention, an interactive voice bot server and an unmanned counseling method using the same provide call processing, scenario management, and colloquial processing functions by using the interactive voice bot server in which functions common to various types of voice bots are modularized. The call processing function converts a customer′s voice input from an exchange into text, analyzes the converted text to generate the outgoing text, converts the outgoing text to voice, transmits it to the customer, and enables recording of each topic of conversation. The scenario management function enables inquiries and item change of conversational scenarios. The colloquial processing function enables refinement, substitution, and rhetorical conversion of colloquial text.

Description

Interactive voice bot server and unmanned counseling method using it {INTERACTIVE VOICE BOT SERVER AND UNMANNED COUNSEL SYSTEM}

The present invention relates to an interactive voice bot server and an unmanned counseling method using the same, and more particularly, to an interactive voice bot server that enables unmanned counseling to a customer accessing a call center service without connecting to a counselor, and an unmanned counseling method using the same. It is about how to consult.

In general, many companies, such as manufacturers and service providers, operate customer centers such as call centers to provide customer service for products they sell or services they provide.

The call center connects the customer and the counselor using the voice guidance system to receive service requests from the customer, and the counselor directly enters the received service details into the computer and receives online services such as selecting a worker to handle the service content. Proceed with the procedure.

However, such an existing call center operation method has the inconvenience of having to go through a number of steps before a customer who calls the call center is connected to a counselor of the corresponding part, and there is a problem in that it is difficult to receive a service without going through a counselor.

In addition, in the case of a counselor, the customer's service receipt details and worker information must be directly computerized and managed online, which in turn increases the labor cost required for call center operation.

In order to overcome this limitation, a call center system using the ARS system was introduced, but there were many difficulties in proceeding with the service with the received content. Even when the counselor directly listens to the recorded voice in the ARS system and handles the reception, there was a problem that the recorded voice had to be repeated several times, and the recorded voice was converted into text using STT (Speech To Text). Even in the case of checking, there are many problems in that all the contents must be checked individually, and the colloquial language or investigation of the customer is not accurately converted.

Korean Patent Registration 10-1179915

An object of the present invention is to solve the above problems, and in detail, an object of the present invention is to provide an interactive voice bot server capable of unmanned consultation without a counselor by interlocking with an ARS system of a call center, and an unattended reception method using the same.

The problems of the present invention are not limited to the problems mentioned above, and other problems that are not mentioned will be clearly understood by those skilled in the art from the following description.

The interactive voice bot server according to an embodiment of the present invention for solving the above problem is interlocked with an exchange of a call center system, an IVR server, an STT server and a TTS server to provide an unattended consultation service to customers, but via the exchange Thus, when the customer's consultation request is received from the IVR server, a call is directly connected to the exchange without going through the IVR server, and the customer's voice input from the exchange is converted into a received text through the STT server, and the The converted received text may be analyzed to generate an outgoing text, the outgoing text may be converted into an outgoing voice through the TTS server, and the outgoing voice may be transmitted to a customer through the exchange.

In addition, the interactive voice bot server according to an embodiment of the present invention further includes a call processing unit for managing a conversation history and voice recording between the customer and the interactive voice bot server, and the call processing unit includes: A bot conversation history management unit configured to track the conversation history with the interactive voice bot server with a customer phone number, and a recording unit that tracks the customer's voice input from the exchange for each query item and records them in a playable form, It may include a recording DB for storing the voice file of the customer recorded by the recording unit, and an operation standard management unit for managing an operating time for each consultation item, a comment for each time slot, and a standard for connecting a consultant.

In addition, the recording unit of the interactive voicebot server according to an embodiment of the present invention is indexed so that the voice corresponding to each query item can be classified and tracked so that the voice input from the exchange can be tracked and reproduced by query item. Can be saved as.

In addition, the recording unit of the interactive voice bot server according to an embodiment of the present invention may store a voice corresponding to each query item as each individual file so that the voice input from the exchange can be tracked and reproduced for each query item.

In addition, the interactive voice bot server according to an embodiment of the present invention further includes a chatbot server that analyzes the received text to generate an outgoing text, and generates an output comment for each scenario, wherein the chatbot server includes the received text A preprocessor for preprocessing, a colloquial conversion unit for converting the received text preprocessed by the preprocessor into colloquial font, a rhetoric conversion unit for converting rhetoric based on the received text preprocessed by the preprocessor, and the colloquial conversion Based on the database in which data that is the basis for the colloquial conversion and rhetoric conversion in the department and the rhetoric conversion unit, respectively, and the colloquial language converted by the colloquial language conversion unit and the rhetoric converted by the rhetoric conversion unit, the outgoing text and each scenario It may include a comment output unit that generates and outputs the output comment.

In addition, the interactive voice bot server according to an embodiment of the present invention is a scenario management unit that provides a scenario management screen for real-time confirmation and change of a conversation scenario between the customer and the private interactive voice bot server to a counselor terminal connected through a network. The scenario management unit may further include, in the scenario management screen, a screen for inquiring and changing a query item, a data type for each query item, a query comment, a number of materials, a query sequence number, and whether an answer is required.

In addition, the unattended counseling method using an interactive voice bot server linked to an exchange, an IVR server, an STT server, and a TTS server of a call center system according to an embodiment of the present invention, receives a service request from the IVR server via the exchange. Receiving, directly connecting a call between the exchange and the unmanned receptionist server without going through the IVR server, sending a query message to the customer through the exchange, and inputting from the exchange Converting a customer's voice into a received text through the STT server, analyzing the converted received text to generate an outgoing text, and converting the outgoing text into an outgoing voice through the TTS server, Transmitting the converted outgoing voice to the customer through the exchange; tracking the customer's voice input from the exchange for each query item and recording and storing it in a playable format; the query comment, the input text And calculating and storing consultation details based on the recorded voice information of the customer.

In addition, in the unmanned consultation method according to an embodiment of the present invention, the step of recording and storing the customer's voice input from the exchange in a reproducible format by tracking each query item, corresponds to the customer's voice corresponding to each query item. It may include the step of indexing the voice to be classified and tracked and storing it as a file.

In addition, in the unmanned consultation method according to an embodiment of the present invention, the step of tracking the customer's voice input from the exchange by item and recording and storing it in a reproducible format includes the voice of the customer corresponding to each query item. It may include storing each individual file.

In addition, generating outgoing text by analyzing the converted text of the unmanned counseling method according to an embodiment of the present invention includes pre-processing the received text, and colloquial conversion and rhetorical conversion based on the pre-processed received text. And generating an outgoing text and an output comment for each scenario based on the converted colloquial and rhetoric.

The non-interactive voice bot server and the unattended reception method using the same according to an embodiment of the present invention can perform counseling without a counselor by interlocking with the ARS system of a call center.

In addition, the interactive voice bot server and the unattended reception method using the same according to an embodiment of the present invention is a call center by directly connecting a call with an exchange without passing through an IVR server when a service request from a customer is received. By minimizing system customization, consultation services can be performed at low cost in a short period of time.

In addition, the interactive voice bot server and the unmanned reception method using the same according to an embodiment of the present invention provide a module that provides functions common to various types of voice bots to efficiently build a system including various types of voice bots. To be able to do it.

In addition, the interactive voice bot server and the unattended reception method using the same according to an embodiment of the present invention track the customer's voice by query item and record it in a playable format, so that a counselor or manager can easily check the customer's voice for each query item. By doing so, you can check and modify the details of the application.

In addition, the interactive voice bot server and the unattended reception method using the same according to an embodiment of the present invention provide a scenario management screen that can check and change the conversation scenario in real time, so that a counselor or administrator can easily check and modify the consultation scenario. can do.

The effects according to the present invention are not limited by the contents exemplified above, and more various effects are included in the present specification.

1 is a schematic configuration diagram of a call center system to which an unmanned reception bot server and an interactive voice bot server are applied according to an embodiment of the present invention.
2 is a schematic configuration diagram of a call center system for explaining the detailed configuration and operation of the unmanned reception bot server and the interactive voice bot according to an embodiment of the present invention.
3 is a schematic configuration diagram of a call center system for explaining the detailed configuration and operation of an unmanned reception bot server and an interactive voice bot according to another embodiment of the present invention.
4 is a schematic flowchart illustrating a method for an unmanned receptionist server according to the embodiment of FIGS. 2 and 3.
5 is a schematic flowchart illustrating a text processing method of an interactive voice bot in FIG. 4.
6 is an example of reception list information and a modification screen provided by the unmanned reception bot server according to embodiments of the present invention.
7 is an example of a scenario management screen provided by an unmanned receptionist server or an interactive voice bot server according to embodiments of the present invention.
8 is an example of a real-time monitoring screen provided by an unmanned reception bot server or an interactive voice bot server according to embodiments of the present invention.

Advantages and features of the present invention, and a method of achieving them will become apparent with reference to the embodiments described below in detail together with the accompanying drawings. However, the present invention is not limited to the embodiments disclosed below, but may be implemented in a variety of different forms, and only these embodiments make the disclosure of the present invention complete, and are common knowledge in the art It is provided to completely inform the scope of the invention to those who have, and the invention is only defined by the scope of the claims. The same reference numerals refer to the same components throughout the specification.

Hereinafter, an interactive voicebot server and an unattended counseling method using the same according to embodiments of the present invention will be described with reference to the drawings.

1 is a schematic configuration diagram of a call center system to which an unmanned reception bot server and an interactive voice bot server are applied according to an embodiment of the present invention.

Referring to FIG. 1, it can be seen that each call center system is connected to a data network (network network) and a telephone network (voice network). The solid line indicates the connection through the data network, and the dotted line indicates the connection through the telephone network.

When a customer makes a call to the call center, it is connected to the switchboard (PBX, 10) through the telephone network, and the switchboard (10) branches to an automatic response system (IVR, 20 or 30), and the assigned automatic response system is an unmanned reception bot ( 100 or 200).

The automatic response system is called ARS (Audio Response System) or IVR (Interactive Voice Response), and in this specification, it will be described as IVR for convenience. In addition, in the present invention, a bot that receives an AS service request, delivery order, civil petition request, etc. is described as an unattended reception bot 100, 200, but this is only an embodiment.

That is, the unmanned reception bots 100 and 200 are only examples of unmanned counseling bots that unattended counseling with customers, and bots of different names performing different functions according to the content or type of counseling may be possible, and the present invention covers this.

In FIG. 1, two IVRs 20 and 30, and two unmanned reception bots 100 and 200 are shown, but this is only an example, and may be installed in different numbers according to the required system capacity. I can.

The switch 10 and the IVR 20 are connected to each other through a telephone network, and are also connected to the counselor groups 3 and 5 through a telephone network. Here, the counselor groups 3 and 5 may refer to groups classified according to counseling content or other criteria.

The switch 10 serves to branch to the IVR 20 when a call for requesting service reception, etc. is received from the customer, and the IVR 20 allows the customer to select a desired service through a pre-built automatic response guide. do.

For example, if the unmanned reception bot 100 is an unmanned reception bot that serves to receive an AS service reservation, and the unmanned reception bot 200 is an unmanned reception bot that serves to receive a civil complaint, the IVR 20 When a customer requests an after-sales service reservation, the branch may be branched to the unmanned reception bot 100, and when the customer requests a civil complaint, the branch may be branched to the unmanned reception bot 200.

As the composition of the call center system, an integrated computer telephone system (CTI, 40), recording device (50), electronic board (60), web application server (WAS, 70) and database management system (DBMS, 80) are built through the internal data network. Can be.

The CTI 40 plays a role of efficiently distributing and managing calls to the call center system by combining a computer and a telephone. In the CTI 40, information such as reception details, which will be described later, is displayed in real time through a computer screen during a call with a customer, thereby enabling efficient call center operation.

The recording equipment 50 serves to record and store the voice calls of the counselor and the customer of the call center.

The electronic display 60 serves to output a screen for monitoring the operating status of the entire call center system.

The WAS 70 is a software management server that manages each application running on the data network of the call center system, and serves to operate the application at the server level.

The DBMS (8) manages a database built through software for information such as consultation details of customers and counselors in the call center system.

The unmanned reception bots 100 and 200 according to an embodiment of the present invention are disposed in the “DMZ Zone” through the internal firewall 7 in the internal data network of the call center system. Here, “DMZ Zone” refers to an area located in the internal data network but accessible from the external data network.

The unmanned reception bots 100 and 200 are connected to an external data network via an external firewall 9 to operate as a cloud-based service. An interactive voice bot server 300, an STT server 400, a TTS server 500, and It can be connected to the DBMS (600).

The interactive voice bot server 300 directly connects the call to the PBX 10 in response to a request when the unmanned reception bot 100 receives a request for service, etc. from a customer to conduct a bot conversation and record a bot conversation. It plays a role of managing. Detailed functions of the interactive voicebot server 300 will be described later.

The STT server 400 serves to convert voice data into text data, and the TTS server 500 serves to convert text data into voice data. Specifically, when voice data is received from a customer, the STT server 400 converts it into text data and transmits it to the interactive voice bot 300, and when the interactive voice bot 300 generates text data to be transmitted to the customer, The TTS server 500 serves to receive this, convert it into voice data, and transmit it to the customer through the exchange 10.

In the present specification, the unmanned reception bots 100 and 200 and the interactive voice bot 300 are configured in the form of a server, and terms may be combined with the unmanned reception bot server and the interactive voice bot server, which must be interpreted as the same terms. do.

2 is a schematic configuration diagram of a call center system for explaining the detailed configuration and operation of the unmanned reception bot server and the interactive voice bot according to an embodiment of the present invention.

2, as shown in FIG. 1, the unmanned reception bot 100 exists in the DMZ Zone, and the interactive voice bot 300, the STT server 400, and the TTS server 500 are in an external data network, that is, a cloud service area. The case where it exists is shown.

In addition, Fig. 2 shows that the STT server 400 and the TTS server 500 transmit and receive data with the unmanned reception bot 100, and the unmanned reception bot 100 and the interactive voice bot 300 transmit and receive data. However, this is only an example, and the STT server 400 and the TTS server 500 may directly transmit and receive data with the interactive voice bot 300 without or via the unmanned reception bot 100, and the interactive voice bot 300 may also transmit and receive data with or without the unmanned reception bot 100 with the exchange 10 and the IVR server 20.

When a call is received from the customer terminal 2, the exchange 10 branches to the IVR server 20 so that the customer can select a desired service. When the service desired by the customer is selected, the IVR server 20 branches to the corresponding unmanned reception bot 100, and the unmanned reception bot 100 calls the interactive voice bot 300 without passing through the IVR server 20. The exchanger 10 and the conversational voice bot 300 are connected to each other.

In this way, directly forming a call between the switch 10 and the interactive voice bot 300 without going through the IVR server 20 minimizes the customization of the IVR server 20 of the existing call center system, reducing costs and promptly unmanned reception. This is because it has the advantage of building a system.

When the IVR server 20 directly requests a counselor connection, or when it is determined that a counselor connection is necessary during an unattended reception process, a call is established between the customer terminal 2 and the counselor terminal 4.

The unmanned reception bot 100 includes a reception information processing unit 110, a reception information storage unit 120, an image processing unit 130, a real-time monitoring unit 140, and a reception information output and correction unit 150. do.

When a customer's service request is received from the IVR server 20 via the exchange 10, the reception information processing unit 110 directly connects the call with the exchange 10 without going through the IVR server 20, and Converts the input customer's voice into the received text through the STT server 400, analyzes the converted received text to generate the outgoing text, converts the outgoing test into outgoing voice through the TTS server 500, and converts The outgoing voice is transmitted to the customer by transmitting the outgoing voice to the exchange 10, and the service reception details of the customer are calculated based on this.

The reception information storage unit 120 serves to store the service reception details calculated by the reception information processing unit 110 in the form of a database.

The image processing unit 130 transmits an image or video image data request message to the customer terminal 2 through the network network at the request of the reception information processing unit 110, and receives the image data received from the customer terminal 2 It serves to transmit to the information processing unit 110.

That is, the reception information processing unit 110 may cause the image processing unit 130 to transmit a request message for image data to the customer terminal 2 according to a preset algorithm or when there is an individual request from a counselor or manager connected through a network. have. In this case, the image data request message may be transmitted through a text message or may be a message through a pre-installed application.

For example, when a request for video data is transmitted in the form of a text message, a URL link is included in the message, so when a customer clicks the link, an interface through which a photo or video can be immediately taken and uploaded may be provided.

When a photo or video is received in this way, the reception information processing unit 110 may store the reception details in the reception information storage unit 120 by linking to the reception details such as customer information and query items.

The real-time monitoring unit 140 serves to visualize and output the service reception status for each customer received by the reception information processing unit 110 on a connected counselor terminal through a network call. In addition, the real-time monitoring unit 140 may provide a blocking comment input window through which a blocking comment to be transmitted to a specific customer can be input on the visualized and output screen. At this time, the “blocking comment” is a message that a counselor or manager who monitors the unattended reception situation directly intervenes with the customer, and may be converted into voice through the TTS 500 server and transmitted to the customer, or may be transmitted in the form of a text message.

The reception information output and correction unit 150 serves to visualize and output the service reception details stored in the reception information storage unit 120 to a counselor terminal connected through a network. Specifically, the reception information output and revision unit 150 outputs a list of service reception details for each customer in real time, and when there is a request to search for details of the reception details of a specific customer from the consultant terminal, the query item and the customer corresponding to each query item It is possible to provide a detailed screen including a link icon for confirming the received text of and the voice recording for each query item corresponding to the received text of the customer.

The interactive voice bot 300 is configured by modularizing functions common to various types of unmanned counseling bots, that is, voice bots, and performs call processing, natural language processing (colloquial processing and rhetoric conversion, etc.), and scenario management functions. By providing this common function as a module, it can be applied in common to various types of voice bots, thereby minimizing customization when constructing a call center system to which various types of counseling bots are applied, thereby increasing the efficiency of system construction.

The interactive voice bot 300 includes a call processing unit 320, a chatbot server 340, and a scenario management unit 360.

The call processing unit 320 manages the conversation history and voice recording between the unmanned reception bot 100 and the customer, and the bot conversation history management unit 332, the recording unit 324, the recording DB and the operation standard management unit 328 ).

The bot conversation history management unit 332 serves to manage the conversation history between the customer and the unmanned reception bot 100 to be tracked based on the customer phone number. At this time, the conversation history between the customer and the unmanned reception bot 100 was described, but since the unmanned reception bot 100 calls the interactive voice bot 300 to establish a bot conversation, the customer and the interactive voice bot 300 It could be described as a conversation history.

The recording unit 324 serves to track the customer's voice input from the exchange 10 for each query item and record it in a reproducible format.

The recording DB 326 serves to store the voice file of the customer recorded in the recording unit 324. The recording unit 324 also records and stores the recording, but the recording DB 326, which is a configuration that stores recorded data in a database format, may be separately configured in this way. However, the recording unit 324 and the recording DB 326 may be arranged in one configuration.

At this time, the method of recording by the recording unit 324 in a traceable form for each query item is to be stored as a single file, but indexing the answer section corresponding to each query item so that the response voice for each query item can be tracked later or You can use a method of saving the response voices for each item as individual files.

The operation standard management unit 328 plays a role of managing the operation time of the unmanned reception bot 100, the time-specific comments, and the standard for connection to a counselor. At this time, although only the unmanned reception bot 100 is shown in FIG. 2, there may be several unmanned reception bots 100 as shown in FIG. 1. The operation standard management unit 328 may divide and manage the operation time, time-specific comments, and the counselor connection standard of a plurality of various unmanned reception bots or unmanned counseling bots.

In addition, it is possible to manage the operating hours, comments by time slot, and the standard for connection to a counselor by classifying them based on the topic of consultation, not based on the unmanned reception bot.

The chatbot server 340 analyzes the received text to generate an outgoing text, and plays a role of generating an output comment for each scenario, and a preprocessor 341, a colloquial conversion unit 342, a rhetoric conversion unit 344, and a database 346 and a comment output unit 348 are included.

The preprocessor 341 serves to divide the received text into units having meaning by separating the words of the received text.

The colloquial conversion unit 342 serves to refine or replace the received text preprocessed by the preprocessor 341.

The rhetoric conversion unit 344 serves to identify or replace the rhetoric among the received texts preprocessed by the preprocessor 341.

The database 346 serves to pre-build and store data that is the basis of the colloquial conversion and rhetoric conversion in the colloquial conversion unit 342 and the rhetoric conversion unit 344, respectively.

The comment output unit 348 serves to generate and output an outgoing text and an output comment for each scenario based on the spoken language converted by the colloquial conversion unit 342 and the rhetoric converted by the rhetoric conversion unit 344.

For example, the colloquial conversion unit 342 may manage words to distinguish “positive/negative” and utilize them in a bot conversation scenario. In the database 346, “Okay, OK, right”, etc. are stored as affirmative expressions, and “no, no, no”, etc. are stored as negative expressions, and then the customer's voice is converted into input text through the STT server 440 When received, it may be compared with the contents stored in the database 346 and converted by the colloquial conversion unit 342 in such a manner as to substitute a similar word or refine a phrase by a pre-built algorithm. The text data converted in this way may be stored in a text format in the reception details information.

The comment output unit 348 may grasp the intention of requesting connection to a counselor based on the text information converted by the colloquial conversion unit 342, classify abusive language, or classify a greeting, and use it for conversation scenario management.

For example, based on the data stored in the database 346, if it is determined that the customer is profaning, a warning message may be output, and if it exceeds a preset criterion, a scenario of terminating the reception guide may be developed.

In addition, the comment output unit 348 builds an algorithm in which the degree of intention of the connection request to the agent is determined to be high/medium/low based on the input text, and if it is determined that the degree of intention exceeds a certain standard, it is automatically sent to the counselor. You can develop a connecting scenario.

In addition, the rhetoric conversion unit 344 may be constructed so that different algorithms can be selected according to the voice recognition tools applied to the call center system because the rhetoric conversion methods for each voice recognition tool are different.

For example, in the case of “amount conversion”, the result of the voice recognition tool may be converted to “300 thousand won” or “3.6 million won”, which can be set to be output as “3,600,000”.

Also, in the case of “Date Conversion”, if the result of the speech recognition tool is “this Friday”, “well the day after tomorrow”, “I like the day after tomorrow”, “27th March”, “27th of this month”, this is “2020- It can be set to output as 03-27”. In particular, even if a specific date is not spoken, such as "This Friday", accurate date conversion can be made even for various types of speech data by applying an algorithm that automatically calculates the time based on the date the bot conversation is in progress. .

In addition, in the case of “time conversion”, various cases such as the case where the input text is “10:30”, “10:30”, “noon”, and “10 minutes ago” can be recognized based on the database. It can be set to output by selecting from various types.

Likewise, in the case of “number conversion”, if the result of the entry recognition tool is recognized as “1,200 and 20”, “1000 200 20 3”, etc., “1223”, “one two two three”, “one two three”, “one two hundred twenty three” It can be set to output by selecting from various types such as "3".

Of course, it can be constructed so that it can be selected and used according to the voice recognition tool of the call center system as above, but it may be constructed so that it can be converted by automatically selecting an appropriate voice recognition tool.

The scenario management unit 360 serves to provide a scenario management screen for real-time confirmation and change of a conversation scenario between the customer and the unmanned reception bot 100 to the counselor terminal 4 connected through the network. The scenario management unit 360 may provide a screen for inquiring and changing a query item, a data type for each query item, a query comment, the number of materials, a query sequence number, and whether or not an answer is required, in the scenario management screen. In FIG. 2, the counselor terminal 4 is connected to the switchboard 10 and the IVR server 20, but this does not mean the counselor terminal 4 in the form of a telephone connected through the telephone network, and the CTI form connected through the data network. I would say it means a terminal. In FIG. 2, for convenience, the CTI-type counselor terminal 4 is shown in a form connected to the switch 10 and the IVR server 20.

3 is a schematic configuration diagram of a call center system for explaining the detailed configuration and operation of an unmanned reception bot server and an interactive voice bot according to another embodiment of the present invention.

Another embodiment of FIG. 3 is different from that of the embodiment of FIG. 2 in that the interactive voice bot 300 is included as a subordinate configuration of the unmanned reception bot 100, except for this reference numerals and other configurations. Since they are all the same, only these differences will be described, and detailed descriptions of the rest will be omitted.

Since the unmanned reception bot server 100 according to another embodiment of FIG. 3 includes the interactive voice bot 300 as an internal configuration, the interactive voice bot 300 is not deployed in the external data network in the form of a cloud service, but the DMZ Place it in the zone.

Of course, even in this case, the STT server 400 and the TTS server 500 may be disposed in an external data network.

In this case, when the interactive voice bot 300 is disposed in an internal data network, it may be possible to construct an unmanned reception system having a higher speed.

3 shows that the interactive voice bot 300 is included in the unmanned reception bot 100, but the interactive voice bot 300 is arranged in the DMZ Zone separately from the unmanned reception bot 100 It will also be possible.

4 is a schematic flowchart illustrating a method for unattended reception by an unmanned receptionist server according to the embodiment of FIGS. 2 and 3, and FIG. 5 is a schematic flowchart illustrating a text processing method of the interactive voice bot in FIG. 4. .

When there is a request for service, etc. from the customer terminal 2, when a call between the switchboard 10 and the unmanned reception bot 100 or the interactive voice bot 300 is set, an initial unmanned reception announcement is sent to the customer through the TTS server 500. It is transmitted as a voice to (S410).

Next, a query for an unattended reception item is transmitted by voice to a customer through the TTS server 500 according to a pre-built scenario (S420).

When the customer's response voice information is received (S430), it is converted into text through the STT server 400 (S440), and the converted text is input by calling the interactive voicebot (S450).

Referring to FIG. 5, the called conversational voice bot 300 performs text preprocessing (S510), calls an algorithm corresponding to the query item (S520), and performs colloquial conversion and rhetoric conversion to appropriately convert the text. (S530)

Referring back to FIG. 4, the interactive voice bot 300 determines whether a predetermined answer criterion is satisfied based on the result of text conversion after text pre-processing, colloquial conversion, and rhetoric conversion (S460).

If it is determined that the answer is correct, it returns to step S420 and continues to query the next item.

If it is determined that the answer is inaccurate, it is determined whether or not a preset operation standard has been exceeded (S470). In this case, the preset operation criterion may be set based on the number of times the response criterion is not suitable or the level of the converted text data.

If it is determined that the operation standard has been exceeded, the reception failure is processed (S475) and the unattended reception conversation is terminated. At this time, the reception failure processing is performed only when the question is finished for all query items, and if the query items remain, the query can be continued for the remaining query items.

If it is determined that the operation criteria have been satisfied, the process returns to step S420 and the material of the same item is made.

When all answers to the preset query items are received through this process, an unattended reception completion comment is transmitted (S480), and the reception information is stored in a DB format (S490).

6 is an example of reception list information and a modification screen provided by the unmanned reception bot server according to embodiments of the present invention.

Referring to FIG. 6, the unmanned receptionist bot 100 according to the present invention can check reception list information and a modification screen displayed on a terminal (eg, CTI, etc.) of a counselor connected through a network.

The basic screen displays a list of receptionists for each customer received over a certain period of time, and the reception list information includes reception number, product line, model, visit request date, phone number, address, counselor name, and processing status.

The basic screen of FIG. 6 shows the AS service reception screen for a specific product, and the processing status is divided into “incomplete”, “pending” and “completed” according to the pre-built algorithm of the unmanned reception bot 100 and displayed. have. For example, “incomplete” may be a case that some of the query items fail to receive, and “pending” is a suspension by a customer or a pending processing according to an inaccurate state determination according to a preset algorithm of the unmanned reception bot 100 Can be “Completed” may be displayed when the unmanned reception bot 100 satisfies a preset criterion.

Regardless of the processing status, when the counselor selects and double-clicks a specific reception item, a pop-up window at the bottom right of the detailed reception details screen may be displayed. In the pop-up window, detailed reception details of the relevant case are displayed, and each query item is displayed, text information that has been colloquially and rhetorically converted by the interactive voice bot 300 is displayed on the right of each query item, and the corresponding text information is displayed on the right of each query item. A link icon is placed so that you can check the original voice of the customer corresponding to the text information.

When the counselor clicks the icon on the right, the original voice corresponding to the query item can be checked. Therefore, the counselor can check the details of the incomplete case, check the voice of the missing item, immediately supplement the item, store it, and perform the completion process. Of course, you can also check completed or pending cases and make corrections.

In this case, the counselor can quickly and easily check and modify the received details without having to check all the consultation details.

In addition, such a screen level may be automatically linked and displayed when a phone call between a customer and a counselor is made.

7 is an example of a scenario management screen provided by an unmanned receptionist server or an interactive voice bot server according to embodiments of the present invention.

Referring to FIG. 7, a scenario management screen displayed on a terminal of a counselor connected through a network can be checked. It shows an after-sales service request scenario for a product, and a screen that allows the counselor or manager to enter or select the query item name, the data type for the query item, the query comment, the number of materials, the order of the query, and whether or not the answer is required.

The reason why “data type” can be selected is to select a data type suitable for the properties of the query item so that the text processing algorithm for the query item can be selected. For example, in the case of “address” and “date”, more accurate text analysis and conversion can be performed by using a database and algorithm built in advance.

The number of materials refers to the number of times the material is to be processed when an answer failure is processed, the display order (query order) refers to the order to be queried, and whether or not an answer is required indicates information for reference in handling an answer failure when the answer is not answered.

8 is an example of a real-time monitoring screen provided by an unmanned reception bot server or an interactive voice bot server according to embodiments of the present invention.

Referring to FIG. 8, a real-time monitoring screen displayed on a terminal of a counselor or manager connected through a network can be checked.

On the left, a list of unattended applications currently being accepted is displayed along with a phone number and a current inquiry item, and when the administrator selects the second item, a detailed dialog of the application is displayed in the center.

And on the far right, real-time analysis information of the conversation is displayed.

The manager can monitor the real-time unattended reception situation through such a screen, and when the manager determines, when it is necessary to connect to a counselor, it can input a blocking comment (manager comment) and transmit it to the customer.

As shown in FIG. 8, when text is entered in the manager comment field and the transmission icon is clicked, the text is converted into voice through the TTS server 500 and transmitted to the customer or transmitted to the customer's terminal in the form of a text message.

As described above, the unmanned reception bot server and the unmanned reception method using the same according to embodiments of the present invention have been described.

Those of ordinary skill in the art to which the present invention pertains will appreciate that the present invention can be implemented in other specific forms without changing the technical spirit or essential features thereof. Therefore, it should be understood that the embodiments described above are illustrative in all respects and not limiting. The scope of the present invention is indicated by the claims to be described later rather than the detailed description, and all changes or modified forms derived from the meaning and scope of the claims and their equivalent concepts should be interpreted as being included in the scope of the present invention. do.

2: customer terminal 3: agent group
4: Consultant terminal 5: Consultant terminal
7: inner firewall 9: outer firewall
10: switchboard (PBX) 20: automatic answering system (IVR)
30: automatic answering system (IVR) 40: computer telephone integration system (CTI)
50: recording equipment 60: electronic board
70: web application server (WAS) 80: database management system (DBMS)
100: unmanned reception bot 110: reception information processing unit
120: reception information storage unit 130: image processing unit
140: real-time monitoring unit 150: reception information output and correction
200: Unmanned reception bot 300: Interactive voice bot
320: call processing unit 322: bot conversation history management unit
324: recording part 326: recording DB
328: operational standards management unit 340: chatbot server
341: preprocessing unit 342: colloquial conversion unit
344: rhetoric conversion unit 346: database
348: comment output unit 360: scenario management unit
400: STT server 500: TTS server
600: database management system (DBMS)

Claims (10)

In the conversational voice bot server that provides unmanned consultation service to customers by interlocking with the exchange, IVR server, STT server and TTS server of the call center system,
The interactive voice bot server,
When a customer's consultation request is received from the IVR server via the exchange, a call is directly connected to the exchange without going through the IVR server, and the customer's voice input from the exchange is transmitted as a received text through the STT server. Converting, analyzing the converted received text to generate an outgoing text, converting the outgoing text into an outgoing voice through the TTS server, and transmitting the outgoing voice to a customer through the exchange,
A call processing unit for managing a conversation history and voice recording between the customer and the interactive voice bot server;
A chatbot server that analyzes the received text to generate an outgoing text and generates an output comment for each scenario; And
A scenario management unit that provides a scenario management screen for real-time confirmation and change of a conversation scenario between the customer and the interactive voicebot server to a counselor terminal connected through a network,
The call processing unit,
A bot conversation history management unit configured to track a conversation history between the customer and the interactive voice bot server by a customer phone number;
A recording unit for tracking the customer's voice input from the exchange in a reproducible format by tracking each query item;
A recording DB for storing the voice file of the customer recorded by the recording unit; And
Including an operation standard management unit that manages consultation operation hours for each consultation item, comments by time slot, and standards for connection to agents,
The chatbot server,
A preprocessor for preprocessing the received text;
A colloquial conversion unit converting the received text preprocessed by the preprocessor into colloquial style;
A rhetoric conversion unit converting rhetoric based on the received text preprocessed by the preprocessor;
A database in which data that is the basis of the colloquial conversion and rhetoric conversion are pre-built in the colloquial conversion unit and the rhetoric conversion unit; And
And a comment output unit for generating and outputting an outgoing text and an output comment for each scenario based on the colloquial font converted by the colloquial conversion unit and the rhetoric converted by the rhetoric conversion unit,
The scenario management unit includes in the scenario management screen a screen for inquiring and changing a query item, a data type for each query item, a query comment, a number of materials, a query sequence number, and whether an answer is required,
The colloquial conversion unit and the rhetoric conversion unit perform colloquial conversion and rhetoric conversion by applying a preset text processing algorithm corresponding to the data type of each query item,
The rhetoric conversion unit is configured to automatically perform date conversion based on a date on which a conversation between the customer and the interactive voice bot server is ongoing even when a specific date is not included in the preprocessed received text,
The comment output unit determines the degree of intention of the connection request to the counselor based on the colloquial language converted by the colloquial language conversion unit. Interactive voice bot server, characterized in that developing a scenario to connect to. delete The method of claim 1,
The recording unit is an interactive voice bot server that indexes and stores the voice input from the exchange as a file so that voices corresponding to each query item can be tracked and reproduced by query item. The method of claim 1,
The voice recording unit is an interactive voice bot server that stores voices corresponding to each query item as individual files so that the voice input from the exchange can be tracked and reproduced for each query item. delete delete In the unmanned consultation method using an interactive voice bot server interlocked with a switch, IVR server, STT server and TTS server of a call center system,
Receiving reception of a service request from a customer from an IVR server via an exchange;
Directly connecting a call between the exchange and the unmanned receptionist bot server without going through the IVR server;
Sending an inquiry message to the customer through the exchange;
Converting the customer's voice input from the exchange into a received text through the STT server;
Analyzing the converted received text to generate an outgoing text;
Converting the outgoing text into outgoing voice through the TTS server;
Transmitting the converted outgoing voice to the customer through the exchange;
Recording and storing the customer's voice input from the exchange in a reproducible format by tracking each query item;
Calculating and storing service reception details based on the query comment, the received text, and the recorded voice information of the customer; And
Providing a scenario management screen for real-time confirmation and change of a conversation scenario between the customer and the interactive voicebot server to a counselor terminal connected through a network,
The scenario management screen includes a screen for inquiring and changing a query item, a data type for each query item, a query comment, the number of materials, a query sequence number, and whether or not an answer is required,
Analyzing the converted received text to generate an outgoing text,
Preprocessing the received text;
Performing colloquial conversion and rhetoric conversion based on the preprocessed received text; And
Including the step of generating an outgoing text and an output comment for each scenario based on the converted spoken language and the rhetoric,
The performing of the colloquial conversion and rhetoric conversion includes performing colloquial conversion and rhetorical conversion by applying a preset text processing algorithm corresponding to the data type of each query item,
The performing of the rhetoric conversion includes automatically performing a date conversion based on a date on which a conversation between the customer and the unmanned reception bot server is ongoing even when a specific date is not included in the preprocessed received text. Unmanned counseling method. The method of claim 7,
The step of recording and storing the customer's voice input from the exchange in a reproducible format by tracking each query item,
And indexing and storing the customer's voice as a file so that voices corresponding to each query item are classified and tracked. The method of claim 7,
The step of recording and storing the customer's voice input from the exchange in a reproducible format by tracking each query item,
Unmanned counseling method comprising the step of storing the voice of the customer corresponding to each query item as each individual file. delete

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