KR20090000279A - Method for acquiring and providing knowledge using wired and wireless networks and the system therefor - Google Patents

Abstract

A method for obtaining and providing knowledge through a wire or wireless network and a system for the same are provided to search a human agent, capable of giving the most suitable answer to a user among the human agent who can be connected by an internet network anywhere. A system for obtaining and providing knowledge through a wire or wireless network comprises a mobile communication terminal capable of connecting with a mobile communication network, an internet server connecting the mobile communication terminal with a internet network(3), a knowledge offering service part matching a user and a human agent capable of giving the most suitable answer to the user. The internet server is connected to mobile communications server which is connected with the mobile communication terminal through the mobile communication network. The knowledge offering service part comprises an Input and output interface, a question analysis part evaluating all questions received from the user through the Input and output interface and a human question and answer module providing a method of connecting.

Description

Method for acquiring and providing knowledge using wired and wireless networks and the system therefor}

Figure 1 is a schematic configuration diagram of a conventional information retrieval system, Figure 2 is an example of the results retrieved by the conventional information retrieval system.

3 to 5 are configuration diagrams of a system for acquiring and providing wisdom through a wired and wireless network according to a first embodiment of the present invention.

Figure 6 is a schematic diagram illustrating a three-step question and answer solution of the wisdom acquisition and provision system through a wired or wireless network according to the present invention.

7 is a block diagram of an automatic query response module in the wisdom acquisition and provision system according to the present invention.

8 shows an example 113 of a profile record of human agents stored in the human agent profile database 103 in the wisdom acquisition and provision system according to the present invention.

FIG. 9 shows an example of a specialty index keyword used to create a specialty vector (e _j ) in a human agent profile record in FIG. 8, and FIG. 10 is a function configured as a function of importance values for each index keyword. An example of a specialty vector e _j of human agents is shown, and FIG. 11 shows an example of a specialty vector matrix composed of the specialty vector e _j of FIG. 10.

12 is a flowchart illustrating a process of registering a human agent and modifying its information in the method for acquiring and providing wisdom through a wired or wireless network according to the present invention.

13 and 14 are flowcharts of a process of searching for and interacting with a human agent that is likely to provide a response to a user's query in the method for obtaining and providing wisdom according to the present invention.

15 is a method for acquiring and providing wisdom according to the present invention, after the dialogue between the user and the human agent is made, the feedback of the dialogue content and the user's evaluation is changed to update (update) information such as the professional field and user satisfaction of the human agent. Flowchart for the process.

FIG. 16 is a technical configuration diagram of a method for providing wisdom rewards and points to human agents according to a user's evaluation in a method and system for acquiring and providing wisdom according to the present invention.

17 is a schematic structural diagram of a system for acquiring and providing wisdom through a wired or wireless network according to a second embodiment of the present invention, and FIG. 18 is a structural diagram of the system of FIG.

FIG. 19 is a flowchart illustrating a process of searching for a human agent when a user connects through a wireless notebook or a PDA according to the second embodiment of the present invention.

FIG. 20 illustrates a process for rewarding a human agent in a system and method for acquiring and providing wisdom through a wired or wireless network according to a second embodiment of the present invention.

21 through 23 illustrate a process of acquiring and providing wisdom using a mobile phone according to the present invention.

24 to 28 illustrate a process of searching for, communicating with, and evaluating a human agent when wisdom acquisition and provision are made using a computer terminal or a wireless notebook according to the present invention.

* Description of the symbols for the main parts of the drawings *

1,1 ': User 1a: Your computer

1b: mobile phone 1c: PDA

1d: Notebook 2: Information Retrieval System

2a: IR Server 2b: Index Database

2c: Result 3,3 ', 5: Internet

4, 50: Internet web page 30: Wireless Internet service provider

40: WiBro service provider

5a, ..., 5e: Human Agent 10: Wisdom Acquisition and Providing Services

11: I / O interface 12: Query analysis means

13: Query Management 14: Bulletin Board / FAQ Database

14a: bulletin board DB 14b: FAQ DB

15: Result integration means 20: Mobile operator

21: mobile communication server 22: Internet server

23: relay equipment 100: human question and answer module

101: human agent search means 102: human agent management server

103: human agent profile DB 104: communication interface

113: Human Agent Profile Record 114: Discipline Vector Matrix

150: knowledge DB 200: automatic question and answer module

201: automatic question and answer server 202: knowledge DB

211: Query Type Analyzer 212: Response Statement Explorer

213: Automatic Information Extractor 214: Language Support

300: knowledge / information search module 301: knowledge / information search server

302: Index DB 401: Internet shopping mall

402: offline shopping mall 410: mobile phone screen

411: Enter shortcut number 412: Display window

413: Text 414: Query input window

415: Result 416: Agent Search Results

500: computer monitor screen 501: query window

501a: Start search button 502: Status display window

510: Internet web page 511: Search results

512: Agent Search Results 512a: Human Agent Search Results

512b: Conversation robot search result 513: Message input box

513a: Send button 515: Conversation window

516: evaluation input window 517, 518: comment input window

520: evaluation content display window 700: wisdom acquisition and provision system

The present invention relates to a system for acquiring and providing wisdom through wired and wireless networks, and a method thereof. In particular, the present invention is different from the existing information retrieval system that finds a document set associated with a query input by a user who has a request for information. Connect with wired or wirelessly connected users by searching for human agents that are presently connectable and have knowledgeable human agents that are likely to provide the most accurate response to user queries, starting from the point of view of being the best information provider in reality. The present invention relates to a system for acquiring and providing wisdom through wired and wireless networks and a method for allowing a user to obtain a desired answer through a dialogue with a human agent anytime and anywhere.

Since the information retrieval engine provided by the conventional Internet portal site and the like outputs only the document set associated with the user's request, the user had to perform the process of searching the searched documents one by one in order to obtain specific information desired by the user. Therefore, in most cases, users had to spend a considerable amount of time searching the documents of the search results output from the information search engine. In the worst case, they spent time and could not find the information they wanted.

Figure 1 is a schematic configuration diagram of a conventional information retrieval system, Figure 2 is an example of the results retrieved by the conventional information retrieval system.

In FIG. 1, when the user 1 inputs a query to the information retrieval system 2 using the computer terminal 1a connected to the Internet communication network 3, the information retrieval server 2a is associated with the index database 2b. The document set is found and the result is sent to the user 1. The user can view a brief description of the search results, and clicking on the search document for more details transfers the original text of the Internet web page 4 referenced by the index database 2b to the user computer 1a. .

Fig. 2 shows a result (2c) of searching for a method of buying cheap European backpack travel tickets by a conventional information retrieval system. As shown in FIG. 2, the conventional information search or knowledge search system searches and provides documents on the Internet that include words that match the words 'Europe', 'Backpack Travel', and 'Ticket' (reference 2c). .

As described above, since the conventional information search engine simply finds and provides documents containing a word combination that matches the user's query word, the user's actual desired answer has a disadvantage of having to spend additional effort and time on his own.

In order to compensate for this problem, a research on an automatic query response system that automatically generates a correct answer to a user's query has been conducted. However, due to its poor performance, the user has not received a great response.

However, as everyone sympathizes with life's experiences, the best way to get the answer when something unknown is difficult to solve by yourself is to ask a person who knows the problem, that is, an expert. In other words, a user with a real need for information can be provided with the correct answer or problem solving method through a conversation with a person who has expertise or experience in the field (hereinafter referred to as 'human agent'). The answer is to be provided.

Also, people generally have an open mind that is willing to share their knowledge and experiences with others who need them, even if the cost of providing that knowledge is not high. I am looking for something worthwhile. As such, the natural phenomenon of information and knowledge sharing has been confirmed in the active Q & A and knowledge retrieval service on the Internet.

The core idea of the next-generation knowledge acquisition and provision system proposed by the present invention is that the person who needs the information is not the collection of miscellaneous documents related to his or her query, but the correct answer itself. Receiving the fact that it can be obtained most efficiently when asked directly to (Human Agent), we will construct a question-and-response system that is most likely to provide a correct answer to the question.

In addition, the present invention does not necessarily require a user who has a query to be connected to the Internet by wire and directly connects to these experts anytime, anywhere through a mobile communication terminal such as a mobile phone, a personal digital assistant (PDA), and a wireless laptop. To provide a question and answer system that can be received.

The present invention automatically searches for a person (human agent) that is likely to respond to the user's query among human agents capable of connecting to the Internet network anytime and anywhere as long as the user can be connected to the Internet by wire or wirelessly. It is an object of the present invention to provide a system and a method for acquiring and providing wisdom through a wired or wireless network that enables a user to communicate with the human agent by recommending the user.

In addition, the present invention provides the information provided by the human agent and information by the existing information retrieval method in case there is no human agent suitable for the user's query or in case the user does not get the desired response from the human agent. The purpose of the present invention is to provide a system for acquiring and providing wisdom through a wired and wireless network incorporating a method of providing knowledge and a method thereof. That is, the present invention enables a user connected to the Internet through a wired or wireless communication line to receive a response by directly communicating with a human agent connected to an online network, and supplemented with the existing automatic question answering service and knowledge. / To provide a system and method for acquiring and providing wisdom through wired and wireless networks that provide information retrieval services as a backup service.

In order to achieve the above object, a system for acquiring and providing wisdom through a wired or wireless network provided by the present invention includes a mobile communication terminal connectable to a mobile communication network; A mobile communication server 21 of a mobile communication service provider connected to the mobile communication terminal through a mobile communication network; An internet server 22 connected to the mobile communication server 21 to connect the mobile communication terminal to the internet network 3; And a wisdom acquisition and provision service unit 10 connected to the Internet server 22 and the Internet network and having a human agent that is likely to provide an appropriate response to the user's query to communicate with the user. And the wisdom acquisition and provision service unit 10 receives an inquiry from the user 1 and outputs a response to the inquiry when the user 1 accesses the mobile communication terminal. ), A query analyzing means 12 for analyzing the contents of a user's query transmitted through the input / output interface 11, and human agents 5a .. Manages information about the user and searches for human agents according to the results of the query analyzing means 12 so that the user 1 and the human agent include a messenger and an Internet telephone (VoIP). Communication methods by making it possible to communicate by way of any one of the methods of which include the human query response module 100 that allows the user to obtain the answer to the query.

In addition, a system for acquiring and providing wisdom through a wired or wireless network provided by the present invention for achieving the above object includes a wireless internet terminal connectable to a wireless internet communication network; A server of a wireless internet service provider connected to the wireless internet terminal through a wireless internet communication network and connecting the wireless internet terminal to the internet network; Wisdom acquisition and provision service unit that connects the wireless Internet service provider's server with the Internet network 3 and connects human agents who are likely to provide an appropriate response to the user's query. 10, wherein the wisdom acquisition and provision service unit 10 receives a query from the user 1 and outputs a response to the query when the user 1 accesses the mobile communication terminal. The input / output interface 11 to perform a query analysis means 12 for analyzing the contents of the user's query transmitted through the input / output interface 11, and human agents capable of connecting to the network with knowledge by a plurality of specialty fields ( 5a, ..) and search for human agents according to the results of the query analysis means 12, so that the user 1 and the human agent are messengers and the Internet. The screen includes the (VoIP) Human query response module 100, by allowing the user to get the answer to the query communication methods to dialog with any one of a method of containing.

In addition, the method of acquiring and providing wisdom through the wired / wireless network provided by the present invention in order to achieve the above object includes registering experts as a human agent having knowledge in a plurality of specialized fields and connecting to the network, and the human agent of the human agent. A first step of creating a profile record composed of information on a particular matter and a specialty and storing it in the human agent profile database 103; A second step of receiving an inquiry from the user when the user 1 accesses the terminal connected to a wired or wireless communication network; A third step of analyzing contents of the query of the user; Step 4: searching for human agents in the human agent profile database 103 that are likely to provide a response to the user's query, and recommending the retrieved human agents to the user; And a fifth step of connecting a user and the human agent in one of wired and wireless communication methods including messenger and Internet telephone (VoIP) to communicate with each other when selecting a human agent among the agents. do.

Hereinafter, with reference to the accompanying drawings will be described the configuration and operation of the wisdom acquisition and provision system and method through a wired and wireless network according to the present invention.

3 to 5 are configuration diagrams of a system for acquiring and providing wisdom through a wired and wireless network according to a first embodiment of the present invention.

Referring to FIG. 3, the user 1 is connected to the mobile communication service provider 20 through the mobile phone 1b, and the mobile communication server 21 included in the facilities of the mobile communication service provider 20 is a relay facility 23. Through the communication with the mobile phone (1b) through, the Internet server 22 connected to the mobile communication server 21 is connected to the Internet (3) to provide a wireless Internet service to the mobile phone (1b).

The wisdom acquisition and provision service unit 10, which is a key element of the present invention, is connected to the user's mobile phone 1b via the mobile communication provider 20 through the Internet 3 to receive a query input by the user. Human agents that can give an appropriate answer to the search on the Internet (5) to enable the user to communicate using a communication interface such as voice call or messenger.

The user 1 may input a query word to the mobile phone 1b by a text input method (see FIGS. 21 to 23), or directly when the mobile phone 1b or the mobile communication server 21 provides a voice recognition function. You can also enter a query.

Meanwhile, the wisdom acquisition and provision service unit 10 of the present invention may search the web pages 50 of the Internet 5 and transmit information / knowledge search results to the user mobile phone 1b.

Instead of the mobile communication terminal represented by the mobile phone 1b in FIG. 3, the user communicates with the desired human agent by accessing the wisdom acquisition and providing service unit 10 using a personal digital assistant (PDA) or a wireless laptop as described below. And receive search results of knowledge / information.

Referring to FIG. 4, the system for acquiring and providing wisdom through the wired / wireless network 700 according to the present invention is largely a human question answering module 100 for providing a question answer using a human agent, and a response to a user's question in advance. Automatic query response module 200 for providing in the accumulated knowledge database 202 to the user's terminal automatically. And a knowledge / information retrieval module 300 that searches for documents containing words that match the index keywords included in the user's query by the index database 302 for documents existing on the Internet and provides the search results to the user. It consists of

In addition, the wisdom acquisition and providing service unit 10 receives an input from a user and outputs a response to the query input and output interface 11, the contents of the user's query transmitted through the input and output interface 11 analyzed Manage the information about the query analysis means 12, and the human agents 5a, 5b, ..., 5e that can be connected over the network, and provide a precise response to the user's 1 query. It consists of a human question and answer module 100 that retrieves high human agents and enables the user 1 and the human agent to communicate.

The input / output interface 11 is responsible for communicating with the user's terminal, and the query analyzing means 12 receives a query vector q _i expressed as a function of importance values for each index keyword for the input query. It is responsible for creating. In this case, the query vector q _i is

---- 수식(1)

---- Formula (1)

(Where w _{t, i} is the weight of keyword t in user i's query)

It is expressed as a function of.

Documents written in Korean can be indexed by about 150,000 keywords, and the importance is calculated based on criteria such as how many of these index keywords appear in the document.

Therefore, when the user inputs a query, the importance (w _{t, i} ) is calculated for each of about 150,000 index keywords, and the importance value (w _{t, i} ) is substituted into the function value of Equation (1). A query vector q _i representing a user's query word is generated.

On the other hand, the human question and answer module 100, a human agent profile database 103 for storing and managing profile records of human agents connectable on a network, the human agent profile records of the human agent The human agent management server 102, which is registered in the profile database 103 and later modified and stored, searches for the human agents in the human agent profile database 103 that are likely to respond correctly to the user's query. A human agent retrieval means 101 which is recommended to the user, and a communication interface 104 which enables the user and the human agent to communicate by at least one of wired and wireless communication methods including messenger and Internet telephone (VoIP). do.

In order to properly operate the knowledge acquisition and provision system according to the present invention, it is necessary to secure in advance human agents with sufficient knowledge and experience to provide responses to various queries of users. Human agents do not necessarily need to be experts in all areas, and those who think they know more than others about their involvement, regardless of the general assessments done socially, are fully qualified as human agents. For example, if a young elementary school student is interested in Japanese manga or games and thinks he knows more about this field than others, he or she may be a 'Japanese manga' or 'game' You can work as a human agent with a specialty. If a user wants to know about a Japanese cartoon or a game and inputs a query related thereto, the human question and answer module 100 according to the present invention searches for the profile record of the elementary school student in the human agent profile database 103. Encourage dialogue between elementary school students and human agents.

In FIG. 4, the human agent management server 102 receives an application from a person who wants to become a human agent, and records information (profile) of personal information, a professional field, and a user evaluation score of the human agents, and records of a predetermined standard (FIG. 8). It saves the created human agent profile record in the human agent profile database 103. The profile for the human agent registered once is automatically changed and stored when the human agent changes the information afterwards (see FIG. 12), and the field of expertise and the user can be determined by the conversation contents and feedback between the user and the human agent. Evaluation scores (eg, evaluation scores for user satisfaction, kindness, etc.) are adjusted (see Fig. 15). As such, it is helpful for the human agents to search for the optimal human agent for the user's query in the future by updating the profile of the human agents to reflect the contents of the conversation with the actual user and the evaluation of the user.

The human agent searching means 101 searches for human agents that are likely to make a correct response to the query from the human agent profile database 103 based on the result analyzed by the query analyzing means 12 or the query vector. As a result, a list of retrieved human agents is provided to the user 1. In this case, the human agent searching means 101 searches only the human agents currently connected to the network among the human agents stored in the human agent profile database 103 and provides the list to the user. That is, using FIG. 4 as an example, the human agent searching means 101 provides the user with a list of the plurality of human agents 5a, ..., 5e which are in a state of being connectable on the Internet 5.

Subsequently, when a user selects a human agent from the list of provided human agents, the communication interface 104 connects the user and the human agent by a messenger or Internet telephone (VoIP) method, and the user directly communicates with the human agent. Can be divided.

When the user and the human agent make a voice call, the user 1 of the mobile phone 1b makes a voice call through the mobile communication line, and the human agent makes a call via the Internet telephone (VoIP). At this time, it is desirable to set up the billing system so that the cost of the Internet phone used by the human agent is not charged to the human agent but charged to the user.

Further, although not shown in FIGS. 4 and 5, the human question and answer module 100 according to the present invention preferably further includes a human agent monitoring module. The human agent monitoring module is a module that automatically checks the current state of a plurality of human agents existing on the network. The human agent monitoring module is in a state where the human agent does not want to respond to a request for information for personal work or is in an empty state. In this case, it is responsible for monitoring the status of these human agents in real time.

As shown in Figures 4 and 5, the present invention is not only a human query response module 100 but also an automatic query response module 200 and a knowledge / information search module 300 employed in existing knowledge search systems. The automatic query response module 200 and the knowledge / information retrieval module 300 may include a human agent that does not exist in response to the user's query or when the response by the human agent is not satisfactory to the user. The existing information retrieval systems are adopted to supplement the Q & A.

The automatic query response module 200 includes a knowledge database 202 composed of document sets related to various knowledges and an automatic query response server 201 that controls and manages the knowledge database 202. The response server 201 is responsible for finding the knowledge information highly related to the user's query word from the knowledge database 202 and providing it to the user.

The knowledge / information retrieval module 300 is a knowledge / information retrieval module using a so-called search engine, and a kind of program called 'robot' automatically collects documents by a large number of web documents existing on the Internet. The index database is used, and the index database 302 finds a document suitable for a keyword inputted by a user. Accordingly, the knowledge / information retrieval module 300 includes an index database 302 which stores index data on problems existing in the Internet, and a knowledge / information retrieval server 301 which controls and manages the index database 302. The knowledge / information search server 301 provides a search result to the user by a keyword search or a natural language search for the user's query.

The result integration means 15 shown in FIGS. 4 and 5 is responsible for integrating the outputs of the automatic query response module 201 and the knowledge / information retrieval module 301 and delivering them to the input / output interface 11. do.

On the other hand, in the present invention, in order to diversify the source of knowledge and information search, the content of the bulletin board and 'FAQ (Frequently Asked Questions') bulletin board provided on the home page of the query search service provider, the automatic query response module 200 and knowledge The information retrieval module 300 allows the user to provide an automatic response and information retrieval result. To this end, a bulletin board for storing and managing the data of the bulletin board and a bulletin board and FAQ database 14 (see FIG. 4) for storing and managing the material of the FAQ are installed, and the contents of the database 14 are stored in the automatic Q & A server. 201 or the knowledge / information retrieval server 301 can search. Alternatively, as shown in FIG. 5, the bulletin board and the database of the FAQ may be separated from each other and configured as separate databases 14a and 14b.

In FIG. 5, the query management server 13 stores the query analysis results output by the query analyzer 12 in the bulletin board database 14a and the FAQ database 14b, and controls and manages the databases 14a and 14b. do.

In addition, the present invention textizes the conversation between the user and the human agent in the consultation content database 150, and the contents of the consultation content database 150 are stored in the existing knowledge database 202 and the index database 302. To be reflected. Thus, if a correct answer to the query is provided through a dialogue between the user and the human agent once, the automatic query response module 200 or the knowledge / information retrieval even if there is no response by the human agent when another user later makes the same query. The output of module 300 makes it possible to obtain the correct solution. On the other hand, in storing the conversation between the user and the human agent in the database 105, the conversation through the messenger can be stored in the database as it is in the form of a text itself, if the conversation is made through the Internet phone You need a separate device that can convert voice conversations into text.

Referring to Figure 5, in the system for acquiring and providing wisdom through a wired or wireless network according to the present invention, the operation of the automatic query response module 200 and the knowledge / information search module 300 will be described in detail.

The automatic query response module 200 analyzes the query type with respect to the output provided from the query analyzing means 12, finds a response sentence in the knowledge database 202, generates a response, and transmits the result to the result integration means 15.

The knowledge / information retrieval module 300 searches the index database for documents on the Internet that match the user's query or includes words related to the user's query, and searches related FAQs and bulletin boards to find related documents. Is transmitted to the result integration means (15).

In addition, preferably, the automatic query response module 200 and the knowledge / information retrieval module 300 each have a consultation content database 150 constructed through consultation between a user-human interface in the human query response module 100. The search finds a response and sends it to the result integration means 15.

Figure 6 is a schematic diagram illustrating a three-step question and answer solution of the wisdom acquisition and provision system through a wired or wireless network according to the present invention. As shown in Fig. 6, the present invention may be referred to as a knowledge acquisition and provision system having three information retrieval layers. In other words, obtaining the response from the human agents 5a, ..., 5e, which is the most flexible and efficient source of knowledge acquisition, is the first layer and provides the response generated by the automatic query response module 200. The second layer is realized, and the third layer is the search for documents existing on the Internet by the knowledge / information retrieval module 300 and providing the search results.

7 is a block diagram of an automatic query response module in the wisdom acquisition and provision system according to the present invention. Referring to FIG. 7, the query type analyzer 211 performs a query type analysis on a query transmitted from the query analyzing means to generate a query set, and then the response sentence explorer 212 stores a document stored in the knowledge database 202. From the documents, the documents related to the query set are found, and the automatic information extractor 213 extracts the most relevant sentences from the documents and outputs the correct answers. In addition, a language supporter 214 is used to perform natural language processing on the contents of the query and documents in the query type analyzer 211, the response sentence searcher 212, and the automatic information extractor 213. .

8 illustrates an example of a profile record 113 of human agents stored in the human agent profile database 103 in the system and method for acquiring and providing wisdom according to the present invention. The profile record 113 of the human agents shown in FIG. 8 includes personal information such as, for example, name, address, age, gender, and e-mail address, together with a full text indicating the specialty of the human agent. It includes information on the sector vector (e _j ) and user satisfaction, kindness, and level.

The specialty vector (e _j ) is automatically generated by a self-introduction letter when the user registers as a human agent and stored in a profile record.

----- 수식(2)

----- Formula (2)

Where w _{t, j is the} weight of index keyword t for human agent j.

It is expressed as a function of.

In addition, user satisfaction, kindness, level, and the like are items reflected as feedback by post evaluation of the user.

In the present invention, by calculating the similarity between the expertise vector (e _j ) included in each human agent's profile and the query vector (q _i ) generated for the user's query, the user has expertise in the field inquired by the user. Human agents can be searched for, and when presenting the list of searched human agents to the user, the order of the similarity values is given to those who have a high degree of similarity between the specialty vector (e _j ) and the query vector (q _i ). It is desirable to recommend human agents.

In addition, the human agent, which has been well received by users in terms of satisfaction and kindness through past counseling, has high user satisfaction and kindness. It is desirable to recommend agents to users first. In addition, the human agent profile record 113 may include a past counseling history, and it is also possible to set a level (so-called 'pore') by user feedback.

As such, among the information items included in the human agent's profile record 113, the specialty vector (e _j ) is a major criterion for searching for the human agent in relation to the specific query of the user. Information items such as satisfaction level, kindness level, and level determined by the above are important criteria in determining the order in which the searched human agents are recommended to the user.

In order to successfully operate the system for acquiring and providing wisdom through the wired / wireless network according to the present invention, it is important to secure human agents with excellent expertise and to allow these human agents to respond to consultation with sincerity. For this reason, it is necessary to compensate to some extent when human agents have consulted well, and in the present invention, points are given to the human agents or given coupons by the user's evaluation (feedback) of the human agent. I assumed to do. The human agent profile record 113 of FIG. 8 includes the details of accumulated points and coupons, and the points and coupons held by the human agent can be used in online or offline shopping malls and the like linked to the next-generation knowledge acquisition and provision system of the present invention. (See FIG. 16).

FIG. 9 shows an example of a specialty index keyword used to create a specialty vector e _j in the human agent profile record 113 in FIG. 8, and FIG. 10 is a function of importance values for each index keyword. An example of the expertise vector e _j of each configured human agent is shown, and FIG. 11 shows an example of the expertise vector matrix 144 composed of the expertise vector e _j of FIG. 10.

The construction of the specialty vector (e _j ) requires a process called indexing, which is used in general information retrieval techniques, similarly to the construction of the query vector (q _i ). Index refers to the process of producing statistical data by extracting words that make up text. In order to compare text contents such as web pages and news messages with the desired keywords, the index data must be obtained through this indexing process. .

Generally, documents in Korean can be classified by about 150,000 index words, and the index words included in one document are extracted, and the importance of the extracted index words in the document is quantified. Representation in vectors makes it possible to automatically sort and retrieve a large number of documents.

In order to extract index words from a document, simple stemming is performed in English and morphological analysis in Korean, and each index is weighted according to its importance. The traditional method of weighting words is TF / IDF, which is used by normalizing term frequency (TF, term frequency) in each document, and expressing the document by selecting finite keywords in advance. In this case, the inverted term frequency (IDF) is calculated from the sample document population and used together with the frequency of appearance. In this case, the weight of the word i in document j is expressed by the following equation.

---- 수식(3)

---- Formula (3)

Where freq _ij is the frequency of occurrence of word i in document j , N is the total number of sample documents, and DF _i is the number of documents containing word i . IDF means that words that appear evenly in all documents are given low weights because they are of low value as index words for searching.

As an example of a method for calculating the importance of each index word, a list of index words is prepared in advance as illustrated in the table of FIG. 8, and each index word is given a serial number, and each index word is present in the document. In this case, the importance of the index word is set to a value other than 0. If the index word does not exist in the document, the importance of the index word is zero.

8 to 10, specialty vectors (e ₁ , e ₂ , e ₃ , e ₄ , e ₅ , e ₆ , such as Hong Gil-dong, Yi Sun-shin, Kim Yu-shin, Joo-young, Kim Chun-chu, Eulji-mun) registered as human agents. ...) is expressed as a function of importance values for each index keyword present in the sentence for their field of expertise. For example, if Hong Gil-dong, registered as Human Agent No. 1, describes his expertise, he or she has expertise in the "America" and "Computer," and "US" (number 2 of the index keyword in FIG. 8). And 'computer' (number 149,999 of index keywords in Fig. 8) are set to 1, and as a result, Hong Gil-dong's specialty vector (e ₁ ) is (0,1,0,0,0,0 ,. .., 1,0). Similarly, other human agents can also identify unique specialty vectors (ie e ₂ , e ₃ , e ₄ , e ₅ , e ₆ ,. Had.).

Specialization vectors (e ₁ , e ₂ , e ₃ , e ₄ , e ₅ , e ₆ , ..., e _j ) for each human agent shown in FIG. 10 are expressed in a matrix at once, as shown in FIG. 11. do. In FIG. 11, each row represents an index keyword, and each column represents a discipline vector for expert j.

Summarizing a process of obtaining information desired by a user in a system for obtaining and providing wisdom through a wired or wireless network according to the present invention,

(1) a user inputting a query using a computer (PC) or a mobile communication terminal (mobile phone, PDA, wireless laptop);

(2) retrieving a human agent profile similar to the user's query;

(3) informing a human agent presenting information to a human agent present on-line;

(4) if a human agent having an intention to provide information is found, the user and the human agent are connected in a communication manner to exchange information with each other; And

(5) if the dormant agent with information intention is not found, outputting the correct answer generated by the automatic query response module and the document set searched by the knowledge / information search module to the user.

12 is a flowchart illustrating a process of registering a human agent and modifying its information in the method for acquiring and providing wisdom through a wired or wireless network according to the present invention.

Referring to FIG. 12, the process of initially registering a human agent, first, an applicant who wants to become a human agent accesses a human agent registration and change server (step S1), and if not, goes through a member registration procedure (S2 and In step S3), one's field of expertise is first selected from a large category of menus (step S4), and the field of his field is described in natural language and transmitted to the server (step S5). Subsequently, the human agent registration and change server extracts the specialty keywords from the introduction documents on the specialty prepared by the human agent applicant (step S6), and the importance of these specialty keywords is taken from the introduction documents on the specialty of the human agent applicant. To calculate the specialized field vector (e _j ) of the human agent (S8 step). Next, the human agent registration and change server creates a human agent profile record using personal information such as name, address, age, gender, and e-mail address inputted from the human agent applicant, and the specialty vector as profile items. (Step S9), the registration process of the human agent is completed by storing the profile record in the human agent database 103 (Step S10).

On the other hand, when a registered human agent wants to change a profile item such as his or her specialty, the profile change process may be performed according to the flowchart shown on the right side of FIG. That is, the human agent accesses the human agent registration and change server (step S11), and proceeds to the following steps if the profile is to be modified, and moves to another service menu if the modification is not desired (step S12). If the registered human agent wants to modify his profile, the profile record stored in the human agent profile database 103 is loaded and output to the current screen (step S13). In this state, the human agent is specialized. May be re-selected by the menu method (step S14) and the introductory sentence for the specialty may be rewritten (step S15). Hereinafter, the processes (steps S16 and S18) of generating a specialty vector by extracting keywords and calculating importance of each keyword are the same as those of steps S6 to S8 described above. Subsequently, if the existing profile of the human agent is modified and stored in the database 103, the profile modification is completed (steps S19 and S20).

13 and 14 are flowcharts illustrating a process of searching for, communicating, and evaluating a human agent that is likely to provide a response to a user's query in the method for acquiring and providing wisdom according to the present invention.

When the user connects to the wisdom acquisition and provision service unit 10 of the present invention by using a mobile communication terminal such as a mobile phone and inputs a query (steps S21 and S22), the server of the mobile communication service provider forms the query in the form of the Internet. Transfer to the wisdom acquisition and providing service through (S23 step), the query analysis means extracts the keyword from the user's query to create a query vector (q _i ) (step S24). As described above, the query vector is a function vector regarding importance values for each keyword, and can compare the similarity with the specialty vector e _j of the human agents stored in the human agent profile database 103. will be. Therefore, the human agent searching means calculates the similarity between the query vector q _i related to the user's query and the specialty vector e _j in the profile of the human agent by a cosine method, and the similarity among them. Find high human agents (steps S25 and S26). Subsequently, the human agent searching means checks whether the connection is possible with the current activity state of the human agents (step S27), and as a result, excludes the human agent that is inactive or currently unable to connect (step S28). Alternatively, the information providing intention may be provided to the human agent to list only the human agents having the information providing intention.

When human agents that are likely to respond to a user's query are found, they are ranked by various information items, such as the order of high relevance between the specialty of these human agents and the query, and / or user satisfaction, kindness, and level of the human agent. List the human agents that appear to be the most friendly and sincere to provide the most accurate response to the user's query, followed by other human agents in order to provide the list to the user (steps S29 to S31). ).

Referring to FIG. 14, when a user selects a human agent (step S32), the user communicates with the selected human agent in a communication manner (step S33), and when the conversation ends, enters an evaluation of the human agent (S34). In step S35), a predetermined reward is given to the human agent by this evaluation (step S36), and the profile of the human agent is changed and stored (step S37). After that, if you want to talk to another human agent, you can repeat the above step S32 or less.

15 is a method for acquiring and providing wisdom through a wired / wireless network according to the present invention, and after receiving a dialogue between a user and a human agent, receiving information on the dialogue content and the user's evaluation to change information such as the professional field and user satisfaction of the human agent. Flowchart for the process of (update).

In FIG. 12, the human agent changes the profile on its own, but the flowchart shown in FIG. 15 illustrates a process of automatically adjusting the expertise of the human agent according to the contents of the dialogue between the human agent and the user and the result.

The field of expertise entered by a human agent is not always accurate, and in fact, when talking to users through questions and answers, there is not much expertise in a field marked by a human agent, and expertise in other fields. It can be found naturally. The present invention assumes such a case so that the profile of the human agent's specialty can be automatically changed by the user's feedback or the dialogue between the user and the human agent.

Referring to Fig. 15, first, a text of knowledge consultation between a human agent and a user is textized (step S41), and specialty keywords are extracted from the textualized document (step S42). Calculate the importance accounted for in the document (step S43). Next, a new specialty vector (e _{j (new)} ) is generated using the importance of these specialty keywords (step S44), and the new specialty vector (e _{j (new)} ) is converted into an existing specialty vector ( e _j ) (step S45).

On the other hand, after the conversation between the user and the human agent is finished, the user receives an evaluation of the satisfaction with the contents of the conversation, the kindness of the human agent, the knowledge level, and the like (step S46). Calculate (step S47). After completing steps S45 and S47, the profile of the human agent is modified and stored in a database (steps S48 and S49).

16 is a technical block diagram of a method for granting appropriate rewards, such as coupons and points, to human agents in accordance with a user's evaluation in a system for acquiring and providing wisdom through a wired or wireless network according to the present invention.

In the present invention, since securing and maintaining human agents having excellent knowledge and experience is a key to maintaining the quality of knowledge acquisition and provision services using human agents, human agents are willing to provide information with time and effort. It is necessary to give enough compensation to do so.

For this reason, as shown in FIG. 16, the present invention allows the human agents to earn a certain point or give a coupon based on the number of consultations and user feedback. When the user's feedback is input, the human question and answer module 100 changes the user satisfaction, kindness, counseling history, etc. among the profile of the human agent by processing the user's feedback, and accumulates points to the human agent according to a predetermined criterion or receives a coupon. Grant. Points and coupons granted to the human agent are managed as a human agent profile record (see FIG. 8), and the human agent uses the points and coupons he holds for the online shopping mall 401 associated with the information acquisition and provision system of the present invention and And / or purchase goods or use services in the offline shopping mall 402.

17 is a schematic structural diagram of a system for acquiring and providing wisdom through a wired or wireless network according to a second embodiment of the present invention, and FIG. 18 is a structural diagram of the system of FIG.

Referring to FIG. 17, the users 1 and 1 ′ are connected to the wisdom acquisition and provision service unit 10 of the present invention through a mobile phone 1b, a PDA 1d, and a wireless notebook 1c in a wireless communication method. It is possible and can be connected by the computer 1a in a wired communication manner.

Referring to FIG. 18, the mobile phone is connected to the wisdom acquisition and provision service unit 10 through the servers 21 and 22 of the mobile communication service provider, and in the case of a PDA and a wireless notebook, a wibro has recently been in the spotlight. It is possible to connect via the mobile Internet) sub-network 40 or the wireless Internet service network 30.

Other components in FIG. 18 are the same as in FIG. 4, and thus description thereof is omitted.

FIG. 19 is a flowchart illustrating a process of searching for a human agent when a user connects through a wireless notebook or a PDA according to the second embodiment of the present invention.

The user accesses the server of the wireless data communication service provider through the wireless notebook and the PDA (step S51), inputs and transmits a query word (steps S52 and S53), and the server of the wireless carrier acquires wisdom through the Internet and Transfer to the provided service unit (step S54). The following steps S54 to S61 are the same as the human agent discovery process shown in FIG.

FIG. 20 illustrates a process for rewarding a human agent in a system and method for acquiring and providing wisdom through a wired or wireless network according to a second embodiment of the present invention.

21 through 23 illustrate a process of acquiring and providing wisdom using a mobile phone according to the present invention.

Preferably, as shown in Fig. 21, by inputting a predetermined shortcut key on the mobile phone 1b, it is connected to the wisdom acquisition and providing service unit 10. In Fig. 21, reference numeral 410 denotes a screen of a mobile phone and 411 denotes a shortcut number.

The user mobile phone 1b is connected to the wisdom acquisition and providing service unit 10, and an indication 412 indicating that the user mobile phone 1b is connected to the mobile phone 1b appears, and the user according to the guide phrase 413 for inputting a query. May input a query in the query input window 414. By inputting and transmitting the query, the wisdom acquisition and provision service unit 10 searches for the human agents existing on the Internet and transmits the list to the user cellular phone 1b (see Fig. 23).

As shown in Fig. 23, when the search results 415 and 416 of the human agent are displayed on the mobile phone 1b, the user can select any human agent and talk.

24 to 28 illustrate a process of searching for, communicating with, and evaluating a human agent when wisdom acquisition and provision are made using a computer terminal or a wireless notebook according to the present invention.

Referring to Fig. 24, a query window 501 on the page 510 of the wisdom acquisition and provision system displayed on the computer monitor screen 500 asks, "How can I buy a cheap ticket for a backpacking trip to Europe"? Enter. When the search start button 501a is pressed, the search results of the human agent and the conversation robot and the simple information search result (reference numeral 511 in FIG. 25) can be obtained as shown in FIG. In FIG. 24, reference numeral 502 denotes a status display window for displaying the user's status.

Referring to FIG. 25, a human agent search result 512 is displayed on a part of the monitor screen 500. Information on satisfaction and kindness of users is displayed together, and the current user selects a human agent. To help. If the user selects a human agent, the conversation can be carried out as shown in FIG. The user inputs a message in the message input window 513 and transmits the message by pressing the send button 513a, and the conversation contents display window 515 shows the contents of the conversation with the connected human agent (for example, 'contrast').

When the conversation with the human agent is finished, the user enters an evaluation of the human agent as shown in FIG. A predetermined evaluation may be input in the evaluation input window 516, and the evaluation may be written and input in the comment input windows 517 and 518. Next, press OK 518a or Cancel button 518b to send the evaluation or cancel the evaluation.

When the evaluation for the human agent is input, the evaluation result 520 is displayed as shown in FIG. If this is confirmed, the confirmation button 520a is canceled, and the cancel button 520b is pressed if canceled.

The system and method for acquiring and providing wisdom through a wired or wireless network according to the present invention provides a response best suited to a user's query among human agents capable of connecting to the Internet network anytime and anywhere as long as the user can be connected to the Internet by wire or wirelessly. Automatically detects and recommends a person (human agent) that is likely to be able to communicate with the human agent in at least one of wired and wireless communication methods, including messenger and Internet telephony (VoIP). There is an advantage to increase the effectiveness of the question and answer.

Claims (27)

A mobile communication terminal connectable to a mobile communication network; A mobile communication server 21 of a mobile communication service provider connected to the mobile communication terminal through a mobile communication network; An internet server 22 connected to the mobile communication server 21 to connect the mobile communication terminal to the internet network 3; And Wisdom acquiring and providing service unit 10 connected to the Internet server 22 and the Internet network and allowing human agents, who are likely to provide an appropriate response to the user's query, to communicate with the user. ;; The wisdom acquisition and provision service unit 10, when the user 1 is connected through the mobile communication terminal input and output interface 11 for receiving a query from the user 1 and outputs a response to the query, the Query analysis means 12 for analyzing the content of the user's query transmitted through the input and output interface 11, and information about the human agents (5a, ..) capable of connecting to the network with knowledge in a number of specialty fields Search for human agents according to the result of the query analyzing means 12 and the user 1 and the human agent communicate with each other by at least one of wired and wireless communication methods including messenger and Internet telephone (VoIP). And a human question and answer module 100 for enabling a user to obtain a response to the question. Huizhou acquisition and delivery systems. The system of claim 1, wherein the mobile communication terminal comprises a mobile phone, a personal digital assistant (PDA), and a wireless notebook. The method according to claim 1, further comprising a computer terminal 1a connected to an internet communication network by wire, wherein the input / output interface 11 receives a query from the computer terminal 1a through an internet communication network, and the human question answering module. 100 is a wired / wireless network, characterized in that for enabling the searched human agent to communicate with the user of the computer terminal 1a through at least one of wired and wireless communication means including messenger and Internet telephone (VoIP). Wisdom acquisition and provision system. The method of claim 1, wherein the wisdom acquisition and provision service unit 10 connects the user of the mobile communication terminal and the human agent to the mobile communication terminal through a voice call through an internet phone. And charging the user of the mobile communication terminal, the system for acquiring and providing wisdom through a wired or wireless network. According to claim 1, Automatic query response module for providing a response to the user's query in the pre-stored knowledge database (202) automatically provided to the user's terminal; And Knowledge database which has an index database 302 for documents existing on the Internet and which provides the user with documents found in the index database 302 that contain words that match the index keywords included in the user's query. Information retrieval module (300); characterized in that it further comprises, wisdom acquisition and providing system through a wired or wireless network. According to claim 1, wherein the human question and answer module 100, A human agent profile database (103) for storing and managing profile records of the human agents; A human agent management server that registers and stores profile records of newly acquired human agents in the human agent profile database 103, and changes and stores profile records of the human agent when a change occurs in a profile of previously stored human agents. 102; Human agent retrieval means (101) for retrieving human agents in the human agent profile database (103) that are likely to give a correct response to the query and providing the user with a list of human agents; And When a user selects a human agent from the list of human agents, the user and the selected human agent may be connected to each other by at least one of communication methods including a messenger and an Internet telephone (VoIP) to enable a conversation between them. Communication interface (104); comprising, a system for acquiring and providing wisdom through a wired or wireless network. The method according to claim 6, wherein the human agent searching unit (101) searches only the human agents currently connected to the network among the human agents stored in the human agent profile database (103) and searches the list for the user. Provided to, characterized in that the wisdom acquisition and provision system through a wired or wireless network. The method according to claim 1, wherein the query analyzing means 12 generates a query vector expressed as importance values for each index keyword for the query received from the input / output interface 11. Wisdom Acquisition and Provision System. The method of claim 5, wherein the automatic query response module 200 controls and manages the knowledge database 202 and retrieves knowledge information highly related to the query word from the knowledge database 202 and provides it to a user. Wisdom acquisition and providing system through a wired or wireless network, characterized in that it further comprises an automatic question and answer server (201). The index / data retrieval module (300) of claim 5, wherein the knowledge / information retrieval module (300) controls and manages the index database (302), and searches the index database (302) for documents matching the keywords included in the query. And a knowledge / information retrieval server (301) for providing a list of the documents to the user. 6. The apparatus of claim 5, further comprising a result integration means (15) which integrates the outputs of the automatic query response module (201) and the knowledge / information retrieval module (301) and delivers them to the input / output interface (11). Wisdom acquisition and provision system through wired and wireless network. The bulletin board system of claim 5, further comprising: a bulletin board database in which data of bulletin boards are stored for administrators and users to access, modify, and write on the Internet; A Frequently Asked Questions (FAQ) database that stores frequently asked questions and answers to those questions; And A query management means 13 for managing the bulletin board database and the frequently asked questions database and storing the content of the query analyzed by the query analyzing means 12 in the bulletin board database and the frequently asked questions database; More, The automatic query response module 200 and the knowledge / information search module 300 search the bulletin board database and the frequently asked questions database to provide a response to a user's query. System for acquiring and providing wisdom. The method of claim 5, wherein the conversation between the user and the human agent is textized and reflected in the knowledge database 202 of the automatic query response module 200, and the automatic query response module 200 will be described later. The knowledge acquisition and providing system through a wired or wireless network, characterized in that used in the knowledge search. 6. The method of claim 5, wherein the conversation between the user and the human agent is textualized and reflected in the index database 302 of the knowledge / information search module 300, and subsequently in the knowledge / information search module 300. A system for acquiring and providing wisdom through wired and wireless networks, which is used for knowledge and information retrieval. The method of claim 6, wherein when the user talks with the human agent, the input / output interface 11 receives an evaluation of the human agent from the user and transfers the evaluation to the human agent management server 102. Agent management server (102) is characterized in that to modify the profile record for the human agent based on the user's evaluation, wisdom acquisition and provision system over a wired or wireless network. 7. The human agent profile database 103 according to claim 6 stores profile records for the human agents, wherein the human agent profile records comprise human agent's name, email address and specialty vector and user satisfaction. Information relating to the like, and the specialty vector e _j of the human agent j

Where w _{t, j is the} weight of index keyword t for human agent j. A system for acquiring and providing wisdom through a wired or wireless network, characterized in that it is expressed as a function of. The method of claim 16, wherein the query analyzing means 12 generates a query vector expressed as importance values for each index keyword for the query received from the input / output interface 11, and the human agent searching means 101. Is searching for human agents having a specialty vector (e _j ) similar to the query vector in the human agent profile database (103). A wireless internet terminal connectable to a wireless internet communication network; A server of a wireless internet service provider connected to the wireless internet terminal through a wireless internet communication network and connecting the wireless internet terminal to the internet network; Wisdom acquisition and provision service unit (10) connected to a server of the wireless Internet service provider and the Internet network (3), and having a human agent, which is likely to provide an appropriate response to the user's query, to communicate with the user (10). ); The wisdom acquisition and provision service unit 10, when the user 1 is connected through the mobile communication terminal input and output interface 11 for receiving a query from the user 1 and outputs a response to the query, the Query analysis means 12 for analyzing the content of the user's query transmitted through the input and output interface 11, and information about the human agents (5a, ..) capable of connecting to the network with knowledge in a number of specialty fields Search for human agents according to the result of the query analyzing means 12 and the user 1 and the human agent communicate with each other by at least one of wired and wireless communication methods including messenger and Internet telephone (VoIP). And a human question and answer module 100 for enabling a user to obtain a response to the question. Huizhou acquisition and delivery systems. The system of claim 1, wherein the wireless Internet terminal comprises a personal digital assistant (PDA) and a wireless laptop. Registered experts who are knowledgeable by a number of specializations and connectable on a network as a human agent, create a profile record composed of the human agent's personal information and specialty information, and store it in the human agent profile database 103 The first step to do; A second step of receiving an inquiry from the user when the user 1 accesses the terminal connected to a wired or wireless communication network; A third step of analyzing contents of the query of the user; A fourth step of searching for the human agents in the human agent profile database 103 that are likely to provide a response to the user's query, and recommending the retrieved human agents to the user; and When a user selects a human agent from among the recommended human agents, the user and the human agent can communicate with each other by connecting at least one of wired and wireless communication methods including messenger and Internet telephone (VoIP). And a fifth step; acquiring and providing wisdom through a wired or wireless network. The method of claim 20, wherein the first step, A step 1-1 in which a candidate who wants to become a human agent accesses the human agent registration and change server 102 and inputs information on his or her personal information and specialty; Extracting specialty keywords from the information on the specialty inputted by the human agent candidate, and creating a specialty vector (e _j ) composed of functions related to the importance of each specialty keyword; And And generating a profile record including personal information of the human agent candidate and a specialty vector (e _j ), and storing the profile record in the human agent profile database 103. How to Obtain and Provide Wisdom. The method of claim 20, wherein the third step, Extracting predetermined keywords from the query of the user; And Generating a query vector q _i represented by importance values for each of the keywords; Wherein the query vector q _i is

(Where w _{t, i} is the weight of keyword t in user i's query) Method of obtaining and providing wisdom through a wired or wireless network, characterized in that expressed as a function of. The method of claim 22, wherein the fourth step, The similarity between the specialty vector e _j of the human agents registered in the human agent profile database 103 and the query vector q _i is calculated, and whether the human agents are currently in a state of being able to connect to the network. Confirming step 4-1; A step 4-2 of generating a list of human agents in order of the similarity values calculated in step 4-1 for the human agents currently connected to the network; And And a fourth step of providing the list of human agents to a user. 4. 21. The method according to claim 20, wherein the human agent profile record includes information on personal information, specialty, user evaluation score, ranking, and the like. In the step 4-2, the human in the order in which the query vector q _i and the human agent's specialty vector e _j are in high order with respect to one or more criteria among similarity, user evaluation score, and ranking criteria. Method for obtaining and providing wisdom through a wired or wireless network, characterized in that the list of agents. The method of claim 20, wherein the fifth step, Step 5-1 of selecting a human agent to which the user wants to talk; Step 5-2 of determining whether there is an intention of providing information to the selected human agent in step 5-1; And In response to the response of the human agent who has received the intention of providing information, the user and the human agent may be connected to each other by at least one of wired and wireless communication methods including messenger and Internet telephone (VoIP). And a fifth step of informing a user and informing the user to select another human agent when the human agent rejects the response. 21. The method of claim 20, wherein the human agent profile record is composed of information about personal information, specialty, user evaluation score and ranking, After the fifth step, further comprising a sixth step of receiving the evaluation of the human agent from the user to change the information on the specialty, user evaluation score and ranking, etc. in the human agent profile record, How to acquire and provide wisdom through wired and wireless networks. The method of claim 20 or 26, A seventh step of performing a query type analysis and natural language processing on the user's query and finding a response to the question in a pre-stored knowledge database 202 and providing it to the user; And Using an index database 302 for documents existing on the Internet, an eighth step of providing documents to a user by searching the Internet for documents containing a word matching a keyword included in the user's query; A method of acquiring and providing wisdom through a wired or wireless network, comprising: a.

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