KR20210025208A - Text message counseling system for improving information accessibility of deaf/nonspeaker - Google Patents

Abstract

The present invention relates to a text message counseling system and, more specifically, to a text message counseling system for improving information accessibility of hearing/language-impaired people, which can support hearing/language-impaired people to inquire about desired information to be obtained in a text message form and to receive a response without going through a sign language center. To this end, the text message counseling system of the present invention comprises: a customer terminal for transmitting inquiries by a text message to a preset phone number; a manager server for replying text message consultation information corresponding to text message inquiries of the customer terminal transmitted through the phone number; and a counselor terminal for transmitting the text message counseling information generated by receiving the text message inquiries of the customer terminal in real time to the manager server while communicating remotely with the manager server. The manager server includes: a message management module for feeding a reassurance message for the completion of receiving the text message inquiries back to the customer terminal, transmitting the received text message inquires to the counselor terminal, and transmitting the text message consultation information to the customer terminal; a natural language processing module for automatically generating the text message consultation information by analyzing the text message inquiries in accordance with a natural language analysis method, instead of the counselor terminal; an API interworking module for collecting consultation data to be referred when the natural language processing module generates the text message consultation information by interworking with an external text message-based communication channel; and a deep learning module for calculating the matching accuracy of the text message consultation information while learning the text message consultation information on the counselor terminal corresponding to the text message inquiries, and updating the natural language analysis method of the natural language processing module.

Description

Text message counseling system for improving the accessibility of information for the hearing/speech impaired {TEXT MESSAGE COUNSELING SYSTEM FOR IMPROVING INFORMATION ACCESSIBILITY OF DEAF/NONSPEAKER}

The present invention relates to a text counseling system, and more specifically, a hearing/language disabled person capable of supporting the hearing/language impaired to query and receive responses in text format for information they wish to acquire without going through the handwriting center. It relates to a text counseling system for enhancing accessibility of information in the hospital.

In general, people with hearing/language impairments cannot hear and speak due to the nature of their disabilities, so they can inquire and solve their questions through the Hand Speech Center.

Looking at the service process of such a handwriting center with reference to FIG. 1, the hearing/speech impaired delivers the content in sign language over a video call to a sign language relay, and the sign language relay delivers the call content to the other party by voice, The sign language relay transfers the call contents of the other party to the disabled person in sign language to support the call.

However, when using shopping, medical care, education, government offices, financial services, etc., most of the procedures for verifying personal information are followed, so the hearing/speech-impaired person is frequently restricted in counseling.

Even if the hearing/speech-impaired person uses a service that requires identification through the Hand Speech Eum Center, there is a disadvantage in that it is impossible to use the service that requires personal information because they make a call through a sign language relay.

In addition, there is a burdensome problem in terms of cost because the hearing/language impaired people have to purchase expensive video phones to communicate their intentions in sign language when using the sign language relay service through the hand wording center.

Republic of Korea Patent Publication No. 10-0654861 Republic of Korea Patent Publication No. 10-2005-0107561

The present invention was devised to solve the problems of the prior art described above, and the hearing/language impaired people can easily query the information they want to acquire in text form without purchasing an expensive video phone or going through a handwriting center. The purpose of this is to provide a text counseling system to improve accessibility of information for the hearing/speech impaired to receive answers.

In order to achieve the above object, the present invention, a customer terminal for sending a text message to a preset telephone number; A manager server for returning text counseling information corresponding to text inquiries of a customer terminal transmitted through the phone number; And a counselor terminal for remotely communicating with the manager server and transmitting text counseling information generated by receiving text inquiries from the customer terminal in real time to the manager server, wherein the manager server completes receiving text inquiries. A message management module to feed back a safe message about the customer to the customer terminal, send the received text inquiry to the counselor's terminal, and send text counseling information to the customer's terminal, and analyze text inquiries on behalf of the counselor's terminal in natural language. A natural language processing module for automatically generating text counseling information by analyzing according to the method, an API linking module for collecting counseling data that the natural language processing module will refer to when generating text counseling information by linking with an external text-based communication channel, and text inquiry It characterized by including a deep learning module for calculating the matching accuracy of the text counseling information while learning text counseling information of the counselor terminal corresponding to the matter and updating the natural language analysis method of the natural language processing module.

Here, the manager server is a consultation for managing at least one of customer/agent/manager information, text inquiries, text counseling information, whether or not to use a safe message, whether text counseling information is automatically generated, whether matching accuracy is calculated, and a counseling bulletin board. Equipped with a management module, the counseling management module stores text inquiries and text counseling information in an electronic document form, reflects the URL link of counseling data received from the API interlocking module on text counseling information, and the counselor terminal sends text inquiries. If you select the phone number of the customer terminal to which the information is transmitted, text inquiries and text counseling information from the past to the present are provided, and standard text inquiries and recommended text counseling information matching the standard text inquiries are databaseized. It is characterized in that it provides support so that the counselor terminal can automatically reply the text counseling information to the customer terminal based on the inquiry response information.

In addition, the manager server manages registration and deletion of counselor accounts for providing text counseling information to the customer terminal, statistics of commute time and text counseling history according to log-in and log-out, and receive a plurality of text messages. It characterized in that it comprises a counselor management module for visually notifying the counselor terminal that the text inquiries are automatically distributed to the counselor terminal by checking the logged-in counselor account in real time.

In addition, the manager server includes an external server linkage module for managing authority to share text inquiries, text counseling information, and counseling data with each other by linking with at least one or more of a public institution and a public company server through a fixed IP. , When the customer terminal requests a voice call to a preset phone number, it is characterized in that it comprises an ARS module for guiding information that consultation information can be provided to the ARS when transmitting inquiries by text.

The text counseling system for improving the accessibility of information for the hearing/speech impaired according to the present invention as described above can exhibit the following effects.

1. The advantage of being very easy to communicate and access information as hearing/language impaired people can easily contact the customer center provided through the present invention by text and receive a response by text without using the Hand Speech Center. Has.

2. Even when applying for an online service that requires a procedure to check personal information by breaking away from the existing method of communicating through a sign language relay, hearing/speech-impaired people can directly authenticate themselves by text to the customer center, so they receive various services. You can get rid of the restrictions that follow.

3. The hearing/speech-disabled and the physically handicapped can also work as text counselors who can work from home to help them find new occupations.

1 is a diagram showing an online communication method of hearing/language disabled people through a conventional handwriting center
2 is a diagram schematically showing a text counseling system for enhancing information accessibility for hearing/speech impaired persons according to the present invention;
3 is a diagram showing the main components of a manager server in a text counseling system for enhancing information accessibility for the hearing/speech impaired according to the present invention

The terms or words used in the specification and claims should not be construed as being limited to their usual or dictionary meanings, and the inventor may appropriately define the concept of terms in order to describe his own invention in the best way. It should be interpreted as a meaning and concept consistent with the technical idea of the present invention based on the principle that there is.

Accordingly, the embodiments described in the present specification and the configurations shown in the drawings are only the most preferred embodiments of the present invention, and do not represent all the technical ideas of the present invention, so that they can be replaced at the time of application. It should be understood that there may be various equivalents and variations.

Hereinafter, with reference to the drawings, a text counseling system for enhancing information accessibility for the hearing/speech impaired according to the present invention will be described.

2 is a diagram schematically showing a text counseling system for enhancing information accessibility for the hearing/speech impaired according to the present invention.

The text counseling system for enhancing information accessibility for the hearing/speech impaired according to the present invention basically includes a customer terminal, a manager server, and a counselor terminal.

More specifically, the present invention provides a customer terminal for sending inquiries by text to a preset phone number, and a manager server for replying text counseling information corresponding to text inquiries of the customer terminal transmitted through the phone number, It includes a counselor terminal for remotely communicating with the manager server, receiving text inquiries from the customer terminal in real time, and transmitting the generated text counseling information to the manager server.

The manager server may be constructed to serve as a kind of web server, database server, and mobile server. For example, the processed result may be displayed on a web page through an online network or necessary input data may be transmitted through the web page. , Here, the web page should be interpreted as including software for performing specific tasks such as web applications in addition to simple text, images, sound, and video, and applications and interfaces installed on desktops, laptops, smartphones, tablet PCs, etc. It can also be built to provide

The customer terminal and the counselor terminal are for transmitting/receiving text inquiries and text counseling information by accessing the manager server through an online network. Tablets, netbooks, personal digital assistants (PDAs), portable multimedia players (PMPs), and smartphones , It should be interpreted as including various communication means such as wearable smart devices, and may include software, applications, etc. for executing various functions provided by a service linking server.

In addition, the online network referred to in the present invention may be a core network integrated with a wired public network, a wireless mobile communication network, or a portable Internet, and the TCP/IP protocol and various services existing in the upper layer, that is, HTTP (Hyper Text Transfer). Protocol), HTTPS (Hyper Text Transfer Protocol Secure), Telnet, FTP (File Transfer Protocol), DNS (Domain Name System), and SMTP (Simple Mail Transfer Protocol). , It is not limited to these examples, and comprehensively refers to a data communication network capable of transmitting and receiving data in various forms.

3 is a diagram showing the main components of a manager server in a text counseling system for enhancing information accessibility for the hearing/speech impaired according to the present invention.

Hereinafter, specific matters related to the manager server will be described.

<Other major components, functions and effects of the administrator server>

* Message management module

-Feedback is provided to the customer's terminal with a safe message about the completion of the text inquiry.

-Sends the received text inquiries to the counselor's terminal, and sends text counseling information to the customer's terminal.

-Text counseling information may be manually created by the counselor, or may be automatically generated by the natural language processing module through settings as described below.

-Through the relief message, the customer confirms that his/her inquiries have been received by the manager server (e.g., customer center), and after that, the text counseling information created by the counselor or automatically generated by the natural language processing module is sent to the customer terminal. Sent

* Natural language processing module

-Text inquiry sent by the customer terminal on behalf of the counselor terminal is analyzed according to the natural language analysis method, and text consultation information is automatically generated and delivered to the customer terminal through the message management module.

-An example of the natural language analysis process is to standardize semi-structured/unstructured text data for text inquiries => Analyze morphemes and keywords from standardized texts => Analyze the subject of text inquiries based on the analyzed morphemes and keywords => It includes the creation of pre-learned text counseling information related to the analyzed topic.

-If there is an error in the analysis process or generated text counseling information, support may be provided to automatically correct the wrong part by linking with the deep learning module described below.

* API interworking module

-In conjunction with an external text-based communication channel, the natural language processing module collects counseling data for reference when generating text counseling information.

-Examples of external text-based communication channels are those that provide information in various fields in text format, such as Kakao Talk, Facebook, WeChat, Twitter, blog, and cafe.

-Based on linguistics, statistics, machine learning, etc., the natural language processing module can help to generate correct text counseling information by collecting meaningful counseling data related to text inquiries.

-Supports to collectively operate external text-based communication channels on the counselor's terminal (e.g., Q&A with multiple external text-based communication channels can be processed on one screen of the counselor's terminal)

* Deep learning module

-While learning the text counseling information of the counselor terminal corresponding to text inquiries, the matching accuracy of text counseling information is calculated and the natural language analysis method of the natural language processing module is updated.

-For example, DNN(Deep Neural Network), CNN(Convolutional Neural Network), RNN(Recurrent Neural Network), RBM(Restricted Boltzmann Machine), DBN(Deep Brief Network) Learning text counseling information

-In the process of calculating the matching accuracy of the text counseling information generated by the natural language processing module, if there is an error in the analysis process of the natural language processing module or the text counseling information generated, the wrong part is automatically corrected.

-Matching accuracy is calculated through comparison with text counseling information automatically generated by the natural language processing module based on past text counseling information of the agent's terminal. Can represent

-For example, if the matching accuracy of the text counseling information generated by the natural language processing module for a specific text inquiry is 90% or more, the text generation information is automatically sent to the customer terminal, and if less than 90%, the specific text inquiry is sent to the counselor's terminal. It is also possible to transfer the information so that the text counseling information created by the agent is transmitted directly to the customer terminal.

* Consultation management module

-Performs a function to manage customer/counselor/manager information, text inquiries, text counseling information, safe message use, text counseling information automatic generation, matching accuracy calculation, counseling bulletin board, etc.

-For example, customer information including phone numbers received through the customer terminal, agent's age, hearing/speech impairment, gender, contact information, administrator server access account, and the age of the administrator who manages the administrator server. , Gender, contact information, manager account, etc., manage manager information, set whether to send a safe message notifying that a customer has received a text inquiry from the manager server (e.g., customer center), text consultation by natural language processing module Performs a function to manage whether to automatically generate information, set whether to calculate matching accuracy by a deep learning module, and set a consultation bulletin board.

-Text inquiries and text counseling information are stored in an electronic document format so that administrators or counselors can download and check them.

-By reflecting the URL link of the consultation data received from the API interlocking module on the text consultation information, it prevents the creation of excessively large text consultation information, and functions to check various and detailed consultation information on the customer terminal.

-If the agent's terminal selects the phone number of the customer's terminal to send text inquiries, it provides text inquiries and text counseling information for the customer's terminal from the past to the present, even if the text inquiries sent by the customer are inaccurate or insufficient. It can help the counselor to create more accurate text counseling information by inferring the intention of the information that the customer wants to check based on the information they have responded to in the past.

-Based on standard inquiry response information in which standard text inquiries and matching recommended text counseling information are converted into a database, the agent's terminal automatically responds to text counseling information to the customer's terminal for frequently asked questions. Allows agents to process quickly

* Counselor management module

-Manages the agent staff pool by registering and deleting the agent account to provide text counseling information to the customer terminal.

-Computing time and text counseling history according to log-in and log-out are statisticalized for each period, so that you can refer to the salary calculation according to the working hours of the counselor and the number of text counseling, and understanding the activity level.

-Regarding multiple text inquiries received, the agent account logged in in real time is checked and automatically distributed to the agent terminal, and through this function, text inquiries are concentrated to a specific agent to prevent delay in the creation of text counseling information. Can

-By visually notifying the counselor's terminal that text inquiries have been automatically distributed and receiving text inquiries so that hearing/speech-impaired people can conveniently act as counselors, for example, by blinking a monitor or an alarm message. Support to quickly check with eyes rather than sound

* External server linkage module

-Manage authority to share text inquiries, text counseling information, and counseling data in connection with public institutions and public company servers through a fixed IP.

-It functions to provide high-quality text counseling information service by sharing relevant information with public institutions and public companies.

-Text inquiries, text counseling information, and counseling data can be automatically updated on text bulletin boards on the homepages of public institutions and public companies to promote the activation of the text bulletin board.

* ARS module

-When a customer's terminal requests a voice call to a preset phone number, it automatically informs ARS that it is possible to provide text counseling information when sending inquiries by text.

-To promote the availability of text information service to general users, so that the service can be spread through people around them.

* VR image generation module

-VR video is created so that the customer can check text counseling information in three dimensions in virtual reality (VR) through the HMD (Head Mount Display) owned by the customer.

-For example, to divide text and image parts in virtual reality, download the VR video to the customer terminal, connect it to the HMD, and expand or reduce the size of the text/image in virtual reality so that you can view and review consultation information in three dimensions. Supported

According to the present invention as described above, inquiries by text can be received by text, so that not only the general public, but especially the hearing/language impaired, can obtain various information smoothly or shopping, medical care, and education that require self-authentication. In addition, services can be directly received in various fields such as government offices, finance, etc., and the hearing/speech-disabled and physically handicapped can also work as counselors at home, helping to generate income from work.

In the description of the present invention with reference to the accompanying drawings above, a specific shape and direction have been described, but the present invention can be variously modified and changed by those skilled in the art, and such modifications and changes are included in the scope of the present invention. Should be interpreted as.

Claims (8)

A customer terminal for texting an inquiry to a preset phone number;
A manager server for replying text counseling information corresponding to text inquiries of the customer terminal transmitted through the phone number;
And a counselor terminal for remotely communicating with the manager server and for receiving text inquiries from the customer terminal in real time and transmitting the generated text counseling information to the manager server,
The manager server,
A message management module for feeding back a safe message about the completion of receiving text inquiries to the customer terminal, sending the received text inquiry to the counselor's terminal, and sending text counseling information to the customer terminal;
A natural language processing module for automatically generating text counseling information by analyzing text inquiries on behalf of the counselor terminal according to a natural language analysis method;
An API linkage module for collecting counseling data for reference when the natural language processing module generates text counseling information in connection with an external text-based communication channel,
A deep learning module for calculating the matching accuracy of the text counseling information while learning text counseling information of the counselor terminal corresponding to text inquiries, and updating the natural language analysis method of the natural language processing module. Text counseling system for enhancing information accessibility.
The method according to claim 1,
The manager server is a counseling management module for managing at least one of customer/agent/manager information, text inquiry, text counseling information, safe message use, text counseling information automatic generation, matching accuracy calculation, and counseling bulletin board. Text counseling system for enhancing information accessibility for hearing/speech impaired, characterized in that it comprises a.
The method according to claim 2,
The counseling management module stores text inquiries and text counseling information in the form of an electronic document, and reflects a URL link of counseling data received from an API interlocking module on text counseling information. Text counseling system for.
The method according to claim 2,
The counseling management module provides textual inquiries and text counseling information for the customer terminal from the past to the present when the counselor terminal selects a phone number of a customer terminal to which text inquiries are transmitted. Text counseling system to improve accessibility of information.
The method according to claim 2,
The counseling management module supports the counselor terminal to automatically reply the text counseling information to the customer terminal based on the standard inquiry response information in which standard text inquiries and recommended text counseling information matched thereto are converted into a database. ／Text counseling system to improve information accessibility for people with speech impairments.
The method according to claim 1,
The manager server manages the registration and deletion of counselor accounts to provide text counseling information to the customer terminal, statisticalizes commute time and text counseling history according to log-in and log-out by period, and receives a plurality of text inquiries. Information for the hearing/speech impaired, characterized by including a counselor management module for visually notifying the counselor terminal that text inquiries have been automatically distributed by checking the logged-in agent account in real time and automatically distributing it to the counselor terminal. Text counseling system to improve accessibility.
The method of claim 6,
The manager server is provided with an external server linkage module for managing authority to share text inquiries, text counseling information, and counseling data in connection with at least one or more of a public institution and a public company server through a fixed IP. Character counseling system for improving the accessibility of information for the hearing and speech impaired.
The method according to claim 1,
The manager server includes an ARS module for guiding information that consultation information can be provided when sending an inquiry by text when a customer terminal requests a voice call to a preset phone number, to the ARS. Text counseling system for enhancing information accessibility.

Images