KR20170073417A - System for response correspond to mobile message - Google Patents
System for response correspond to mobile message Download PDFInfo
- Publication number
- KR20170073417A KR20170073417A KR1020150182385A KR20150182385A KR20170073417A KR 20170073417 A KR20170073417 A KR 20170073417A KR 1020150182385 A KR1020150182385 A KR 1020150182385A KR 20150182385 A KR20150182385 A KR 20150182385A KR 20170073417 A KR20170073417 A KR 20170073417A
- Authority
- KR
- South Korea
- Prior art keywords
- character
- intelligent automatic
- server
- mobile terminal
- automatic response
- Prior art date
Links
Images
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/12—Messaging; Mailboxes; Announcements
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Telephonic Communication Services (AREA)
- Information Transfer Between Computers (AREA)
Abstract
The present invention relates to an intelligent automatic text response system. The present invention provides an intelligent automatic response system including a mobile terminal 100, a communication network 300 and an intelligent automatic response server 200. The intelligent automatic response system includes a mobile terminal 100, The intelligent automatic response server 200 analyzes the meaning of the received character content from the mobile terminal 100, generates a character answer to the inquiry content, and transmits the character response to the mobile terminal 100 100) within a predetermined period of time.
As a result, the intelligent automatic text response system improves the corporate image, improves the customer satisfaction and service level, reduces the cost of operators, and facilitates the management of statistical data.
Description
More particularly, the present invention provides a Mobile Originated (MO) service capable of simultaneously receiving a telephone call and a text message because the conventional telephone number used in a customer center is used as it is. The present invention relates to an intelligent automatic text response system for facilitating communication of a language / hearing-impaired person through a text consultation, which is the most effective customer consultation method.
In the public institution and corporate customer center consultation service, voice ARS service that always flows first when making a telephone call frequently occurs when the user is forced to hang up after hearing the announcement that all agents are busy. In this case, if the call is kept while listening to the announcement that the call is in progress, the service charge is provided to the representative telephone number nationwide separately from the unlimited rate plan of the telecommunications company.
Accordingly, in the related art, there is a need to develop a technique for allowing a user who wants to consult a user to listen to an accurate answer without waiting for a long time until the connection of the agent is made through a quick connection without connection delay such as a service guide based on repeated waiting music.
SUMMARY OF THE INVENTION The present invention has been made to solve the above-mentioned problems, and it is an object of the present invention to provide an intelligent automatic text response system for providing a communication convenience service of a language weak / hearing impaired person.
In addition, the present invention provides an intelligent automatic text response system for enhancing user satisfaction and cost savings of an operator based on a useful character service that can replace an inconvenient voice ARS.
In addition, the present invention provides an intelligent automatic text response system for allowing a public telephone number to be received and consulted 24 hours a day, 365 days a year, without using an existing general telephone number.
However, the objects of the present invention are not limited to the above-mentioned objects, and other objects not mentioned can be clearly understood by those skilled in the art from the following description.
In order to achieve the above object, in an intelligent automatic response system according to an embodiment of the present invention, in an intelligent automatic response system including a
The intelligent
The intelligent
In addition, in the present invention, the conversation processing core engine (Chatting Server) 250, which is an intelligent chat robot, receives user characters from the
In addition, the intelligent chat robot includes a natural language processing search engine 250b for understanding the intention and meaning derived from the intelligent conversation agent 250a and the intelligent conversation agent 250a and providing information. do.
In addition, the intelligent chat robot extracts information according to a user's intention to provide active information using the intelligent conversation agent 250a and the natural language processing search engine 250b, and provides a greeting service function for each customer / , A marketing event linking tool function using a URL, and a marketing information push service function using a messenger.
The intelligent automatic responding
It is also preferable that the intelligent
The intelligent automatic text correspondence system according to the embodiment of the present invention provides the improvement of the corporate image, the improvement of the customer satisfaction and the service level, the cost reduction of the operator, and the ease of managing various statistical data by building an intelligent automatic character response system with qualitative expectation effect do.
In addition to not only enhancing corporate image through provision of communication convenience services for language / hearing impaired people, which is the first one, the corporate image enhancement effect, but also a sign language counselor and sign language counselor for consultation of language and hearing- Because it is necessary, we get job creation (general letter consultation service) effect through recruitment.
Second, by improving customer satisfaction and service level (SLA), users can solve many potential complaints in customer centers due to the difficulty of voice ARS and agent connection, improve response rate and reduce response time / 365 days, 24 Time operation is possible, and it is possible to reduce mis-processing and mis-guide.
Thirdly, it is possible to reduce the cost of the operator, to receive the desired answer without waiting for the increase of the self service utilization rate which does not need the agent connection, to save the cost due to the reduction of the voice agent incoming call, Thereby providing a significant cost saving effect.
Fourth, it facilitates the analysis / management of various statistical data, so it is very easy to analyze, statistically / manage inquiry contents, classification, ratio, etc. compared with voice transcripts, and it is unnecessary to convert call center transcripts into text.
Further, the intelligent automatic text response system according to the embodiment of the present invention provides the effect of reducing the waiting time, the payment fee, and the management cost by reducing the consulting processing rate of the ARS agent with the quantitative expectation effect.
BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 is a diagram showing the concept of an intelligent automatic response system according to an embodiment of the present invention; FIG.
2 is a diagram showing the configuration of an intelligent automatic response system according to an embodiment of the present invention.
3 is a view for explaining an intelligent chat robot and a search engine system module provided in an intelligent automatic response server among intelligent automatic response systems according to an embodiment of the present invention.
4 is a diagram illustrating a service flow diagram and an arrangement of an intelligent chat robot by an intelligent chat robot in an intelligent automatic response server among intelligent automatic response systems according to an embodiment of the present invention.
5 to 7 are views showing a user interface (UI) screen in which an intelligent text consulting service implemented by a mobile terminal in an intelligent automatic response system according to an embodiment of the present invention is implemented;
8 is a diagram for explaining an additional configuration for implementing an interactive character automatic response service in an intelligent automatic response system according to an embodiment of the present invention;
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, a detailed description of preferred embodiments of the present invention will be given with reference to the accompanying drawings. In the following description of the present invention, detailed description of known functions and configurations incorporated herein will be omitted when it may make the subject matter of the present invention rather unclear.
In the present specification, when any one element 'transmits' data or signals to another element, the element can transmit the data or signal directly to the other element, and through at least one other element Data or signal can be transmitted to another component.
1 is a diagram illustrating a concept of an intelligent automatic response system according to an embodiment of the present invention.
Referring to FIG. 1, when an intelligent automatic response system inquires a general wired telephone number assigned to an intelligent
1, the intelligent
2 is a diagram illustrating the configuration of an intelligent automatic response system according to an embodiment of the present invention. Referring to FIG. 2, the intelligent automatic response system is an " intelligent text consulting service " that provides information to the user of the
That is, the intelligent automatic response system transmits a text message received through the
Here, the
FIG. 3 is a block diagram illustrating a chatting server 250 corresponding to an intelligent chat robot provided in the intelligent
The module in the present invention may mean a functional and structural combination of hardware for carrying out the technical idea of the present invention and software for driving the hardware. For example, the module may mean a logical unit of a predetermined code and a hardware resource for executing the predetermined code, and it does not necessarily mean a physically connected code or a kind of hardware. Can be easily deduced to the average expert in the field of < / RTI >
Referring to FIG. 3, the intelligent automatic response system analyzes a user's connection through a
4 is a diagram illustrating a service flow diagram and an arrangement of an intelligent chat robot by the intelligent chat robot in the intelligent
4A, the intelligent chat robot receives a user character from the
In the present specification, a DB may mean functional and structural combination of software and hardware for storing information corresponding to each database. The DB may be implemented as at least one table, and may further include a separate DBMS (Database Management System) for searching, storing, and managing information stored in the database. Also, it can be implemented in various ways such as a linked-list, a tree, and a relational database, and includes all data storage media and data structures capable of storing information corresponding to a database.
4B, the automated answering technology of the intelligent auto attendant system is largely divided into an intelligent conversation agent 250a, a natural language processing unit 250b that can grasp the intention and meaning derived from the intelligent conversation agent 250a, And a search engine 250b.
The intelligent chat robot extracts and provides information according to the user's intention to provide active information by using the intelligent conversation agent 250a and the natural language processing search engine 250b, Event linking tool, and marketing information push service through messenger.
In addition, the intelligent automatic response system can provide a channel dispatcher, a push service, a life information service, and an entertainment service, as well as providing interlocking of FAQ, shortcut, external information monitoring system corresponding to various service functions with various options have.
In addition, the intelligent automatic response system applies a self-developed index DB structure to minimize the search / index time corresponding to the search function, performs search / index time reduction using the Mori cache, Provides quick search function.
In addition, the intelligent automatic response system provides the interworking service function, the legacy system interworking service function, the legacy DB interworking service function, the external information gathering and inquiry service function, the FAQ, and the interworking service.
In addition, the intelligent automatic response system provides a channel dispatcher module using a variety of channels, a multi-channel dialog interface, a messenger-type web interface, a web, and various messenger interfaces.
In addition, the intelligent automatic response system is a JAVA-based solution to maintain system compatibility. It can be installed and operated without regard to OS (Windows, Linux, UNIX ...) and has the advantage of applying API to various development platforms.
5 to 7 are views showing a user interface (UI) screen in which an intelligent text consulting service implemented by the
Referring to FIG. 5, the intelligent
On the other hand, in FIG. 6A, when the
8 is a diagram illustrating an additional configuration for implementing an interactive character automatic response service in an intelligent automatic response system according to an embodiment of the present invention.
8, the intelligent automatic response system further includes a
Meanwhile, in the intelligent automatic response system, three types of bidirectional character types between the
The intelligent
The
Through the interactive text automatic response service, it is possible to provide the reinforcement of corporate competitiveness through the introduction of the bidirectional text solution and innovation of customer message marketing and use of stable service.
In addition, the intelligent
That is, the intelligent
Specifically, a business server and an authentication server of a communication company are utilized to use OTC (One Time CID) security authentication method for authentication. The communication company business server retrieves the telephone number of the mobile terminal 100 from the customer information stored in the DB server, and the business server transmits the user telephone number to the authentication server.
Accordingly, the authentication server selects a random outgoing telephone number and generates a disposable authentication number. Thereafter, the authentication server performs a call connection to the received user phone number, wherein the calling party number utilizes the generated random outgoing phone number and the disposable authentication number. In other words, the authentication server adds a one-time authentication number (six digits) to the user in addition to the outgoing calling number in response to the authentication request from the business server.
Accordingly, the
After the authentication server decrypts the received authentication number, the authentication server determines whether the authentication is rejected or rejected from the
That is, the authentication server checks whether the one-time authentication number received from the business server is the same as the authentication number issued by the authentication server, and transmits an ARS authentication result and an authentication number check result to the business server.
When the authentication is approved, the business server sends the authentication result to the intelligent
Such OTC (One Time CID) security authentication method can replace SMS authentication and provides information security effect and information leakage prevention effect.
The present invention can also be embodied as computer-readable codes on a computer-readable recording medium. A computer-readable recording medium includes all kinds of recording apparatuses in which data that can be read by a computer system is stored.
Examples of the computer-readable recording medium include a ROM, a RAM, a CD-ROM, a magnetic tape, a floppy disk, an optical data storage device and the like, and also implemented in the form of a carrier wave (for example, transmission over the Internet) .
The computer readable recording medium may also be distributed over a networked computer system so that computer readable code can be stored and executed in a distributed manner. And functional programs, codes, and code segments for implementing the present invention can be easily inferred by programmers skilled in the art to which the present invention pertains.
As described above, preferred embodiments of the present invention have been disclosed in the present specification and drawings, and although specific terms have been used, they have been used only in a general sense to easily describe the technical contents of the present invention and to facilitate understanding of the invention , And are not intended to limit the scope of the present invention. It is to be understood by those skilled in the art that other modifications based on the technical idea of the present invention are possible in addition to the embodiments disclosed herein.
100: mobile terminal 200: intelligent automatic response server
300: communication network 400: home page server
500: SNS text message server 600: External system
700: Knowledge DB 800: Text sending system
900: Text sending agent
Claims (9)
When the mobile terminal 100 inquires of a general wired telephone number assigned to the intelligent automatic response server 200 through a communication network 300 in a text message, the intelligent automatic response server 200 And provides an artificial intelligence real-time consulting service for analyzing the meaning of the received character contents, generating a character answer to the inquiry contents, and automatically responding to the character within a preset time by the mobile terminal (100) Response system.
Characterized in that a natural language searching and an answering process according to the meaning analysis of the character information received from the mobile terminal (100) is performed through a process of character semantic analysis, information retrieval, conversation processing (character generation) Response system.
When the service result text message is provided to the mobile terminal 100 based on the analysis result of the text message received through the mobile terminal 100, the service result text message is synchronized through the homepage server 400 and the SNS text message server 500 Wherein the intelligent automatic response system comprises:
A service result text message is transmitted to the mobile terminal 100 using a chatting server 250 corresponding to an intelligent chat robot and a system connector controller 240 corresponding to a search engine When provided,
A channel dispatcher module 220 performs channel allocation and management by analyzing the connection of the mobile terminal 100 through a user interface 210 and a system connector controller unit 240, Extracts information by interworking with the external system 600 and the knowledge DB 700 corresponding to the internal / external system to analyze and provide the channel, and then transmits the extracted information to the conversation processing core engine (Chatting Server) Is generated in response to a text message by the user interface (250) and transmitted to the user interface (210).
The chatting server 250 that is an intelligent chat robot receives a user character from the user interface 210 and extracts a language for the character of the user of the mobile terminal 100 from the language DB 700a And the text message response of one of the location information, the telephone number, and the information (weather, recommendation) according to the intention from the internal / external system 600 in accordance with the intention by means of the language processing by the dialog management DB 700b, To the terminal (100).
An intelligent conversation agent 250a and a natural language processing search engine 250b capable of understanding the intention and meaning derived from the intelligent conversation agent 250a and providing information.
Time greeting service function, a marketing event connection tool function using a conversation, a function of connecting a marketing event using a conversation, and a function of connecting a marketing event using a conversation, And provides a marketing information push service function via a messenger.
The intelligent automatic response server 200 can perform SSL (Secure Sockets Layer) execution, DB encryption, and Web vulnerability by the character sending system 800 in the case where the character sending system 800 and the character sending agent 900 are additionally provided And to cause the character sending agent (900) to perform encryption of the packet upon sending of the character.
Wherein the intelligent automatic response server (200) provides the character information only when the authentication of the user is approved at the time of sending the character by the character sending system (800).
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| KR1020150182385A KR20170073417A (en) | 2015-12-19 | 2015-12-19 | System for response correspond to mobile message |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| KR1020150182385A KR20170073417A (en) | 2015-12-19 | 2015-12-19 | System for response correspond to mobile message |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| KR20170073417A true KR20170073417A (en) | 2017-06-28 |
Family
ID=59280819
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| KR1020150182385A KR20170073417A (en) | 2015-12-19 | 2015-12-19 | System for response correspond to mobile message |
Country Status (1)
| Country | Link |
|---|---|
| KR (1) | KR20170073417A (en) |
Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2019088387A1 (en) * | 2017-11-06 | 2019-05-09 | 주식회사 원더풀플랫폼 | State display information transmission system using chatbot |
| KR20190080288A (en) * | 2017-12-28 | 2019-07-08 | 이원로 | System and method for providing customer center platform service using omni channel |
| KR20200087016A (en) * | 2019-01-10 | 2020-07-20 | 나영혜 | Method for providing lbs based placing order placement processing service using chatting agent and chatbot |
| KR20200115007A (en) * | 2019-03-29 | 2020-10-07 | (주) 미스터멘션 | Recommendation system for concierge service using chatbot system |
| KR20210025208A (en) * | 2019-08-27 | 2021-03-09 | 주식회사 메세지큐엔에이 | Text message counseling system for improving information accessibility of deaf/nonspeaker |
-
2015
- 2015-12-19 KR KR1020150182385A patent/KR20170073417A/en not_active Application Discontinuation
Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2019088387A1 (en) * | 2017-11-06 | 2019-05-09 | 주식회사 원더풀플랫폼 | State display information transmission system using chatbot |
| US11012382B2 (en) | 2017-11-06 | 2021-05-18 | 1Thefull Platform Limited | State display information transmission system using chatbot |
| KR20190080288A (en) * | 2017-12-28 | 2019-07-08 | 이원로 | System and method for providing customer center platform service using omni channel |
| KR20200087016A (en) * | 2019-01-10 | 2020-07-20 | 나영혜 | Method for providing lbs based placing order placement processing service using chatting agent and chatbot |
| KR20200115007A (en) * | 2019-03-29 | 2020-10-07 | (주) 미스터멘션 | Recommendation system for concierge service using chatbot system |
| KR20210025208A (en) * | 2019-08-27 | 2021-03-09 | 주식회사 메세지큐엔에이 | Text message counseling system for improving information accessibility of deaf/nonspeaker |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN110891124B (en) | System for artificial intelligence pick-up call | |
| CN105915436B (en) | System and method for topic-based instant message isolation | |
| US20090028306A1 (en) | Multimodal network community system for rapid message transmission to multiple specific persons and method of controlling the same | |
| CN109672610B (en) | Multi-group voice real-time communication method and system | |
| KR20170073417A (en) | System for response correspond to mobile message | |
| CN101159890B (en) | Method of performing free group calling and intercommunication between multiple mobile phones in mobile communication network | |
| US20030144895A1 (en) | Prepaid personal advisory service for cellular networks | |
| CN112838978B (en) | System and method for real-time short message robot supporting man-machine cooperation | |
| CN105100360A (en) | Communication auxiliary method and device for voice communication | |
| KR20150091406A (en) | Method and devices for language determination for voice to text transcription of phone calls | |
| CN101127949A (en) | A method for realizing instant recording service based on mobile communication network | |
| DE60213663T2 (en) | MULTI-MODULE MESSAGE TRANSMISSION CALL SYSTEM WITH SERVICE AUTHORIZER AND VIRTUAL CUSTOMER DATABASE | |
| WO2010019713A1 (en) | Voice activated application service architecture and delivery | |
| CN111128159B (en) | Method and system for realizing multi-channel message distribution of intelligent loudspeaker box | |
| CN108055653A (en) | cloud broadcasting method and system | |
| CN107294839A (en) | The method and mobile terminal of session are quickly set up in mobile terminal | |
| CN104243729A (en) | Telephone traffic butler | |
| CN105704327A (en) | Call rejection method and call rejection system | |
| US8787531B1 (en) | Systems and methods for providing instant messaging to TDD/TTY users | |
| CN111382987A (en) | Network office system based on high in clouds | |
| CN109428803A (en) | A kind of method for sending voice message and system | |
| US6640210B1 (en) | Customer service operation using wav files | |
| CN106331389A (en) | Short message addressee determining method, short message addressee determining device, and server | |
| CN110990553A (en) | Coupling method and system of intelligent sound box voice interaction system and insurance agent | |
| CN107277277B (en) | Call center interaction system and method |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| A201 | Request for examination | ||
| E902 | Notification of reason for refusal | ||
| E601 | Decision to refuse application |