KR20100060697A - The portable device with frequently asked questions system and emthod - Google Patents

Abstract

PURPOSE: A help search system in a personal digital assistant offering the help which is similar after the analysis of a user query is provided to search the help suitable for the intention of a user by transmitting a specific response message by the similarity of the calculation between stored response messages stored in the portable terminal. CONSTITUTION: An input unit(102) inputs a user inquiring massage. A control unit(101) offers an inputted query message to a help processor(105). The controller requests the response message about the user query message by the control of a communication module. The help processor transmits the specific response message with the similarity calculation between the user inquiring massage and the response message within a portable terminal(100).

Description

Help search system and method in mobile terminal {THE PORTABLE DEVICE WITH FREQUENTLY ASKED QUESTIONS SYSTEM AND EMTHOD}

The present invention relates to a method of constructing an FAQ (Frequently Asked Question) helper system that enhances the help view function of a mobile phone, and proposes an FAQ helper system that can easily search for help on complex functions or usage of the mobile phone through a text-based query. do.

Recently, as the functions of a mobile phone increase, the functions to be understood by users become complicated and the menus become complicated accordingly, so that users who utilize all the various functions are rare, and most users use only some functions that they know. There is a decrease in the utilization of the mobile phone. In addition, recently available manuals for mobile phones contain a vast amount of contents that can be viewed as a book rather than a simple manual, so it is difficult to quickly obtain the desired help using a simple help search function.

The most common way to search for help on your phone is to search for and view the help you need from the list of information available through the Help menu, with the complicated steps of moving through the menu until you get the "Help view." There is a method, but this method has a problem that it is not easy to find the desired function or usage.

Conventionally, for easier searching, enter text to search for help or leave a separate 'help button' on the outside of the mobile phone (application number: 10-2004-0030196, the method of providing help of the mobile communication terminal), and move the menu of the terminal. If you select a menu and press the 'Help button', a description of the relevant menu is provided. At this time, the searched contents are the contents of the internal help file stored in the mobile phone.

Existing methods of searching the menus to search for help are cumbersome because the user has to go through several search steps to find a description of the desired function. The problem is that it is difficult to find a description of the desired function or how to use it in the help.

In addition, the method of searching for the desired help through the text input and the method of using a separate help button may quickly access the description of the desired menu, but among the complicated functions of the selected menu, the user may find the desired help. It is a burden on the user as in. In addition, all existing methods have limitations in resolving user queries in such a way that the user can obtain information by searching the menu for built-in help information.

For example, to find help when you want to know how to make a phone call while receiving DMB, you can easily access the DMB TV Help menu, but then you don't know where to find the information you need. There is a hassle of having to connect to a PC, go to the Anycoland Customer Center, ask a FAQ / Bulletin, etc. and see again for answers.

An object of the present invention is to provide an apparatus and method for providing a similar help by analyzing a user query in a mobile terminal device.

Another object of the present invention is to provide an easy-to-use help search method and apparatus by recognizing an index word included in a text query of a user in a mobile terminal device and providing help through a similar index word search.

Another object of the present invention is to provide a method and apparatus for searching for and providing help for a user query through interworking with a server in a mobile terminal device.

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

According to an embodiment of the present invention to achieve the above object, the method of the help service for querying and responding to a function that can be supported in the multi-function portable terminal device, the process of receiving a query message from the user, and the received query Analyzing the message to detect one or more index words, calculating similarity with the response messages stored in the portable terminal device using the detected one or more index words, and among the response messages stored in the portable terminal device. And selecting and displaying the calculated similarity values in ascending order, and accessing a query and answer server using a wireless communication network when the similarity value is less than or equal to a preset value.

According to an embodiment of the present invention to achieve the above object, a portable terminal device having a user help service function, an input unit for receiving a query message from the user, and the query message received from the input unit to analyze one or more index words A help sentence analyzer for detecting, a memory unit for storing the index word detected through the help sentence analyzer, and storing a response message corresponding to the index word, and using the detected one or more index words with the response message. And a controller for measuring similarity and controlling the display of the measured result on the display window.

Through the present invention as described above, the user of the mobile terminal device can easily search for a help suited to the user's intention, and even the help that does not exist inside the mobile phone can obtain a desired help anytime and anywhere without a separate operation such as a PC connection. This can increase the usability of the phone.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings. In describing the present invention, when it is determined that a detailed description of a related known function or configuration may unnecessarily obscure the subject matter of the present invention, the detailed description thereof will be omitted.

1 is a block diagram of a portable terminal device 100 having a help function according to an embodiment of the present invention. The portable terminal device refers to a small terminal device that a user can carry in a pocket or hold by hand. A cellular phone, a personal communication system (PCS), or a hybrid wireless terminal ( A personal data assistant (PDA), a portable multimedia player (PMP), and the like are all included, and the following description will be given with a general configuration of the above examples.

As illustrated, the portable terminal apparatus 100 controls the controller 101, the input unit 102, the display window 103, the communication module 104, the help processor 105, and the video / audio code and decoder 111. Include. Each configuration is as follows.

The input unit 102 is a component for inputting a user query message. The input unit 102 includes a keypad, a touch pad, and a voice input unit for receiving voice. That is, when the keypad and the touch pad are used as input units, an inquiry message is received as an input by a user's key input. In addition, in the case of a voice input unit for receiving a voice, a voice message is used to receive an inquiry message as a user voice. The query message input by the input unit 102 is provided to the control unit 101.

The control unit 101 provides the query message input from the input unit 102 to the help processor 105 as a control for the peripheral devices connected to the portable terminal, or provides a response message to the user query message. The communication module 104 controls the communication module 104 to request and access the query and response server 200. In addition, the control unit receives a result value processed through the help processor 105 and controls the result to be displayed through the display window 103.

As shown in the drawing, the help processor 105 receives the query message from the controller 101 and calculates a similarity with the response message stored in the portable terminal device to transmit a specific response message. The help processor 105 has a configuration of a help controller 106, a weighting unit 110, a help sentence analyzer 107, a help index DB 108, and a help response message DB 109.

The help processor 105 sends a query message input by the user through the help controller 106 to the help sentence analyzer 107 and requests an analysis. The help processor 105 analyzes the query message through the help analyzer 107 and extracts an index word, stores the extracted index word in the help index DB 108, and obtains a new index word from the weighter 110. Receives as an input and updates and stores the help index DB 108. In addition, the help processor 105 compares the similarity between the index word extracted from the help sentence analyzer 107 and the response message stored in the help response message DB 109 and outputs a response message inside the phone according to a comparison result. Alternatively, the query and response server 200 determines whether to request a response to the help query message input by the user. That is, the help processor 105 requests help from the query and response server 200 when the calculated similarity is less than a predetermined threshold. For example, the help processor 105 outputs a help inside the phone because the similarity is high when a query similar to the one shown in [Table 1] below is displayed, and "How many MP3 playlists can be used when using external memory?" If a query message is received, since the question is not in the response message DB 109 inside the phone, the query and response server 200 may process the user's response by requesting the query message. In this case, the help processor 105 may use the help index DB 108 and the help response message DB (the index information of the server, the server response message) obtained by requesting the server through the weighting unit 110, respectively. 109) to update. In addition, the help processor 105 receives a response message from the user, receives a response satisfaction from the user, updates the weighted value of the help index used in the user query, and then performs a custom search for the mobile terminal user when the user re-searches. Support this to be possible.

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

Table 1. Help Question and Answer Message DB Example

Next, each configuration included in the help processor 106 will be described in detail.

As shown in FIG. 3, the help sentence analyzer 107 analyzes a query input by a user (step 301), extracts an index word, and stores the extracted index word in the help index word DB 108 of FIG. 1. In operation 303, a similarity degree between the extracted index word and the index words previously stored in the help index word DB 101 is calculated. In another embodiment, it is apparent that the help sentence analyzer 107 may directly compare the similarity with the response message stored in the help response message DB 109 of FIG. 1 using the extracted index word. Here, a method of searching for a response message by checking similar index words among pre-stored index words will be described. The help sentence analyzer 107 determines whether there is an index word having similarity above a threshold as a result of the similarity calculation (step 305), and gives priority to the index word having the highest similarity among the index words having similarity above the threshold. In step 307, a suitable index word is selected. The help sentence analyzer 107 requests a response message corresponding to the selected index word from the help response message DB 109 of FIG. 1 to generate a message to be transmitted to the user (step 309). Thereafter, the help sentence analyzer 107 transmits the generated response message result to the help controller 106 (step 311). When performing the similarity calculation, the sentence analyzer 107 in the portable terminal reflects the user's satisfaction obtained from the previous help search in the similarity calculation so that the user can search for a response message that meets the user's intention as the user uses more. .

The help index DB 108 calculates the similarity between the user query message and each query and response message in the database, and stores only the index word so that the response message DB 109 can be quickly searched. The satisfaction level of the user query message is stored as a weight and used for the similarity calculation. When using an existing help file, an index word can be extracted and used for a description sentence of the help.

The help response message DB 109 is a DB containing a help message for a response message together with a query message list or an index word list. The help response message DB 109 is configured to respond to various user queries. The help response message DB 109 displays help information obtained by inquiring the query and response server 200 when there is no response to the query in the portable device, for example, index word information, a response message, and the like. To update). While the existing help file is mainly for explanation, the expected user's question is added to the DB to configure the database so that users can easily search for the information they want.

4 illustrates a help processing flow according to a user query message request of a controller of the portable terminal device of FIG. 1.

Referring to FIG. 4, in step 401, the portable terminal device provides a query message input by the user to the help processor 105 to request an analysis and receives the result. In step 403, the portable terminal device checks whether the received result is the help, and if it is the help, proceeds to step 405 to output the help to the display window 103 and proceeds to step 407 while the received result is not the help. In operation 411, a message indicating that the help search within the terminal has failed is output to the display window 103. In step 413, the portable terminal device outputs a message to the display window 103 asking whether to request help from the server to check the user's selection. If the user selects that the user does not request help from the server, the mobile terminal device terminates the algorithm according to the present invention. If the user selects the request for help from the server, the mobile terminal device transmits the query message to the server in step 415 to help. After receiving the signal, the received help is output to the display window 103 in step 405.

In step 407, the mobile terminal device checks the user's satisfaction and updates the weight of the help index DB 108 and the help response message DB 109 based on the satisfaction survey result in step 409.

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

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

The communication and distribution device 201 is a module that is in charge of communication between the mobile phone, the server, and the counselor PC 209. As shown in FIG. 6, the communication and distribution device 201 determines whether the mobile terminal device 100 is connected (step 601). If the communication and distribution device 201 is not connected to the mobile terminal device 100 for a predetermined time, In step 603, the communication and distribution apparatus 201 transmits a response from the server 200 when a connection is allowed as a result of attempting to connect with the portable terminal device. If this is not allowed, the help information (response message, index word, etc.) detected by the server is transmitted to the portable device using the short message transmission method SMS (step 605).

Table 2 below shows data transmitted and received between the mobile device and the server. As described above, the communication and distribution device 201 receives a user input query message, index word information, unique information (for example, a model name), etc. from the portable device 100, and receives the phone model discriminator 202. To pass). In addition, when the server help processor 203 compares the user DB message with the response message of the server DB, if there is no response message with high similarity, the query message received from the mobile device to the agent PC 209 and the mobile terminal device. Provide unique information. Here, the response (response message) obtained from the counselor PC 209 in real time is not only stored in the help response message DB 207 of the server, but also transmitted to the portable terminal device together with the index word as shown in Table 2 below.

Classification Transmission data Server transfer data from smartphone User query message, high index word, mobile device specific information (model name) Pawn on server
Transmission data On successful server search Help (question message, response message, index word) If server search fails  Agent Help (Response, Index)

Table 2. Sending and receiving data between mobile device and server

The phone model discriminator 202 determines a model of the mobile device 100 that has requested a help by using the unique information of the mobile device received from the communication and distribution device 201, and queries the corresponding mobile device. And requests help processing to the server processing the response DB.

The server help processor 203 analyzes the query message requested by the mobile device 100, calculates the similarity with the query and response message in the server, and extracts the help if the most similar response message exists. When extracting the help, it shows the order of similarity in high order, or provides a specific number of response messages determined by the user.

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

In addition, operations of the server help index DB 206 and the server help response message DB 207 included in the server help processor 203 are the same as those of the portable apparatus illustrated in FIG. 1. Here, the help sentence analyzer 205 of the server performs the same operation as the help sentence analyzer 107 of the portable device. However, unlike the portable terminal device targeting individual users, the server targets a plurality of unspecified users. The weight according to the user is not assigned. In addition, the help parser 205 of the server allows for more sophisticated search of data.

The detailed flow of the help processing of the server is described in FIG. 5 is similar to the portable terminal device of FIG. 4.

In step 501, the server receives a user query message from the mobile terminal device. In step 503, the server analyzes the query message and extracts an index word. Thereafter, in step 505, the server calculates a similarity between the extracted index word and the pre-stored index word, and then checks whether an index word having a similarity or more than a threshold exists in step 507.

If there is an index word having a similarity or more than the threshold value, the server proceeds to step 509 to extract the help of the index word having a high similarity, and proceeds to step 511 to compare the search result of the terminal with the extracted result in step 513. Help is sent to the terminal.

On the other hand, if there is no index word having a similarity or more than the threshold value, the server determines that the user desired help is not in the server DB, and in step 515 to process the query message to the agent PC 209 to the agent in real time After the request, in step 517, the response message and the index word are received from the counselor and transmitted to the corresponding terminal. Here, the counselor PC also performs a similar operation to that of the help processor of the portable terminal device or the server to provide the server DB with the response message corresponding to the user query message and the extracted index word.

Meanwhile, in the detailed description of the present invention, specific embodiments have been described, but various modifications are possible without departing from the scope of the present invention. Therefore, the scope of the present invention should not be limited to the described embodiments, but should be determined not only by the scope of the following claims, but also by the equivalents of the claims.

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

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

3 is a flowchart of a help sentence sentence recorder of FIG. 1;

4 is a flowchart of a help processing according to a user query message request of a controller of the mobile terminal device of FIG. 1;

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

6 is a process flow diagram of the communication distribution apparatus of the query and response server of FIG.

Claims (19)

In the help service that inquires and responds to the functions that can be supported in the multi-function mobile terminal device, Receiving a query message from the user; Analyzing the received query message to detect one or more index words; Calculating similarity with response messages stored in the portable terminal device using the detected one or more index words; Selecting and displaying the calculated similarity values in ascending order among the stored response messages; And if the similarity value is less than or equal to a preset value, accessing a query and answer server using a wireless communication network. The help service method of claim 1, wherein the similarity calculation is calculated by reflecting a user satisfaction obtained from a previous help search. The help service method of claim 2, wherein the user satisfaction is a value indicating user satisfaction with a corresponding response message in the previous help search. The method of claim 1, wherein accessing the query and response server comprises: And transmitting, by the portable terminal, at least one of the query message, the detected index word, and the unique information of the portable terminal. The help service method of claim 1, further comprising accessing the query and response server to receive a response message and an index word detected in the server, and store the received response message and the index in the portable terminal device. The method of claim 1, wherein the help service method of the portable terminal device further comprises a step of receiving a satisfaction from a user before terminating the service. The method of claim 1, wherein the selecting and displaying the calculated similarity values in the order of the largest number of response messages stored in the portable terminal device includes displaying the response messages having the highest similarity by a specific number. Help service method of the mobile terminal device The method of claim 1, wherein the response message is detected by the query and response server connected using the wireless communication network. Receiving a query message and unique information of the portable terminal from the portable terminal device; Identifying a model of the portable terminal using the unique information of the portable terminal and detecting one or more index words from the received query message; Help service method of the portable terminal device characterized in that by using the detected one or more index words to identify and display a response message corresponding to the portable terminal model The method of claim 8, wherein the checked response message and the detected index word are transmitted to the portable terminal using a wireless communication network. The method of claim 8, further comprising: identifying a response message corresponding to the mobile terminal model using the detected one or more index words. Calculating similarity with previously stored response messages; Comparing the similarity value with a preset value; And if the comparison result is less than the predetermined value, notifying the manager of the query and response server. The help service method of claim 8, further comprising transmitting the confirmed response message by using a terminal dispatch service. A mobile terminal device having a user help service function, An input unit for receiving a query message from a user, A help sentence analyzer for detecting at least one index word by analyzing a query message received from the input unit; A memory unit for storing an index word detected through the help sentence analyzer and storing a response message corresponding to the index word; And a controller configured to measure the similarity with the response message using the detected one or more index words, and to display the measured result on a display window. The portable terminal device of claim 12, wherein the input unit for receiving a query message from the user is at least one of a microphone, a keypad, or a touch pad for receiving a voice, a key input, or a touch input. The portable terminal apparatus of claim 13, wherein when the input unit receives a voice as an input, the portable terminal device further comprises a tableware that is a voice to extract a query message from the voice. The portable terminal apparatus according to claim 12, wherein the memory unit has an index word storage unit for storing the index word and a response message storage unit corresponding to the index word. The controller of claim 12, wherein the controller measures the similarity to the response message using the at least one index word. A similarity calculator which calculates a similarity degree between the one or more index words and the response message; The user satisfaction store from previous help searches, The similarity calculating unit compares the user satisfaction with the mobile terminal device to measure similarity. The portable terminal apparatus of claim 12, wherein the display window notifies a voice and a text message of the response message through each speaker or the display window according to the similarity measurement result. The query and response message server of claim 12, wherein the controller for measuring similarity with the response message by using the detected one or more index words is connected to a communication module and wirelessly when the measurement result is smaller than a predetermined reference value. And controlling to connect through the communication module to access the mobile terminal. The server of claim 18, wherein the query and response message server comprises: A phone model classifier for classifying a model of the query request terminal; A help character analyzer for analyzing a query message received from the query request terminal and detecting one or more index words from the query message; A memory unit for storing the at least one index word detected by the help analyzer and storing a response message corresponding to the index word; A message generator for generating a message for transmitting the detected response message and the index word to the query request terminal; And a communication distribution device for transmitting the generated response message and index word information to the query request terminal using a wireless communication network.

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