KR20210096756A - Real-time information provision system and method for counselors - Google Patents

Abstract

Disclosed are a real-time information providing system for a counselor and a method thereof, which can effectively carry out counseling. In accordance with one aspect of the present invention, the real-time information providing system for a counselor comprises: a chat room manager module to perform counseling-related chatting by generating a space for allowing a customer and a counselor to chat if a counseling request message is received from the customer; a conversation support module creating a virtual conversation support robot for providing related information by sensing a conversation in chatting between the customer and the counselor if the chat room manager module forms a chatting space; a vocabulary dictionary management module managing a list of keywords which can occur in a counseling conversation process between the customer and the counselor; and an information management module providing information corresponding to a question of the virtual conversation support robot based on an atypical keyword which is not provided by the vocabulary dictionary management module.

Description

Real-time information provision system and method for counselors

The present invention relates to a system and method for providing real-time information for a counselor, and more particularly, to a real-time information providing system and method for a counselor who can more smoothly consult with a counselor by receiving information on atypical questions that occur during a conversation with a customer It relates to an information providing system and method.

In the counseling process, the counselor has an obligation to respond appropriately to the customer's request. However, often the customer's request is beyond the scope of the agent's service. As such, although it is the counselor's role to faithfully respond to questions and requests that are outside the scope of maintenance, difficulties exist in counseling, such as accumulating stress when the number of requests from customers outside the scope of maintenance increases.

In order to overcome these difficulties, there is a need for a study on a system that can provide a counselor with information to respond to a customer's request in real time.

Korean Patent Registration No. 10-0722946 (published on May 30, 2007)

The present invention has been proposed to solve the above problems, and a system for providing real-time information for a counselor so that the counselor can receive information on atypical questions that may occur during a conversation with a customer so that the counselor can proceed with the consultation more smoothly and to provide a method.

Other objects and advantages of the present invention may be understood by the following description, and will be more clearly understood by an embodiment of the present invention. Further, it will be readily apparent that the objects and advantages of the present invention can be realized by the means and combinations thereof indicated in the claims.

In a real-time information providing system for a counselor according to an aspect of the present invention for achieving the above object, when receiving a counseling request message from a customer, a space for chatting between the customer and the counselor is created, and the counseling-related chat is performed A chat room manager module that allows you to be; When the chat room manager module forms a chat space, a dialog support module for generating a virtual dialog support robot that detects a chat that occurs between the customer and the counselor and provides related information; a vocabulary dictionary management module for managing a list of keywords that may occur in the course of a consultation conversation between a customer and a counselor; and an information management module that provides information corresponding to a query of the virtual dialogue support robot based on atypical keywords not provided by the vocabulary dictionary management module.

When an atypical keyword is detected in the course of a consultation conversation between the customer and the counselor, the virtual conversation support robot transmits a query message including the atypical keyword to the information management module, receives related information, and provides it to the counselor characterized in that

The vocabulary dictionary management module manages a list of keywords that may occur in the course of a consultation conversation between a customer and a counselor, but manages a single vocabulary and a complex vocabulary by retaining distance information between the morpheme analyzer and the analyzed vocabulary together. .

The chat room manager module provides a created list of participating customers for each chat room to the counselor, and the conversation support module, when the counselor selects any one of the customers who wish to consult from the customer list, participates in the chat room in which the counselor is selected. It is characterized in that it creates and participates in a virtual conversation support robot that can provide related information by detecting the conversation that occurs between the chatting between the customer and the counselor.

In a method for providing information in a real-time information providing system for a counselor according to another aspect of the present invention for achieving the above object, when a counseling request message is received from a customer, a space for chatting between the customer and the counselor is created. creating a chat room to enable consultation-related chatting to be performed; and a virtual dialog support robot creation step of generating a virtual dialog support robot that provides related information by detecting a conversation occurring between chatting between a customer and a counselor when forming a chat space.

In the step of creating the virtual dialogue support robot, when an atypical keyword is detected in the course of a consultation conversation between the customer and the counselor, a query message including the atypical keyword is transmitted to the information management module, and the related information is provided to the counselor It is characterized in that it comprises the step of

A lexicon management step of managing a list of keywords that may occur in the course of a counseling conversation between a customer and a counselor, but maintaining distance information between the morpheme analyzer and the analyzed vocabularies together to manage single and complex vocabularies; characterized by further comprising: do it with

When the counselor selects one of the customers from the customer list, the counselor participates in the selected chat room, but a virtual conversation support robot that can detect a conversation between the customer and the counselor and provide related information It characterized in that it further comprises; a dialogue support step of generating and participating.

According to one aspect of the present invention, information on atypical questions that may occur during a consultation with a customer is provided in real time, so that the consultation can be conducted more smoothly.

The effects obtainable in the present invention are not limited to the above-mentioned effects, and other effects not mentioned will be clearly understood by those of ordinary skill in the art to which the present invention belongs from the following description. .

The following drawings attached to this specification illustrate preferred embodiments of the present invention, and serve to further understand the technical spirit of the present invention together with specific contents for carrying out the invention, so the present invention is in such drawings It should not be construed as being limited only to the stated matters.
1 is a schematic configuration diagram of a system for providing real-time information for a counselor according to an embodiment of the present invention;
2 is an example of a system for providing real-time information for a counselor according to an embodiment of the present invention;
3 is an example of a chat room formation and consultation process between a counselor and a customer according to an embodiment of the present invention.

The above-described objects, features and advantages will become more apparent through the following detailed description in relation to the accompanying drawings, and accordingly, those of ordinary skill in the art to which the present invention pertains can easily implement the technical idea of the present invention. There will be. In addition, in the description of the present invention, if it is determined that the detailed description of the known technology related to the present invention may unnecessarily obscure the gist of the present invention, the detailed description thereof will be omitted. Hereinafter, a preferred embodiment according to the present invention will be described in detail with reference to the accompanying drawings.

Throughout the specification, when a part "includes" a certain component, it means that other components may be further included, rather than excluding other components, unless otherwise stated. In addition, the “… The term “unit” means a unit that processes at least one function or operation, which may be implemented as hardware or software or a combination of hardware and software.

The 4th industrial revolution, which uses big data and artificial intelligence as its main core technologies, is proposing autonomous systems in various fields today. The autonomous system is first applied to fields with relatively simple and clear execution sequences, and has already been applied in the fields of automated assembly lines in factories, automatic cooking, and ARS (Automatic Replying System) phone calls, showing the effect of replacing human resources. . In particular, in the case of telephone counseling, although it is recognized as a typical application field of autonomous systems, except for fragmentary ARS systems or keyword-based chat-bots, it has not yet shown the effect of replacing human resources. This is because phone consultation is not a process of receiving a customer's request and deriving an answer suitable for it, but other tasks are high. For example, there are parts that cannot be solved by standardized response procedures alone, such as emotional response problems and customer's unique and anomalous requests. Nevertheless, the counseling process has a fundamental flow of action that recognizes the customer's needs and responds appropriately to them, and the counselor must have information to respond appropriately to the customer's request. However, in reality, it is impossible to limit the scope of a customer's request for an inquiry, and an agent cannot have all the necessary information in advance. is becoming Accordingly, in order to solve the above problems, a system and method for providing real-time information for a counselor according to the present invention will be described below with reference to FIGS. 1 to 3 .

1 is a schematic configuration diagram of a system for providing real-time information for a counselor according to an embodiment of the present invention.

Referring to FIG. 1 , the real-time information providing system according to the present embodiment includes a chat room manager module 110 , a conversation support module 120 , a vocabulary dictionary management module 130 , and an information management module 140 .

When receiving a consultation request message from a customer, the chat room manager module 110 may create a space for chatting between the customer and the counselor so that counseling-related chatting can be performed. The chat room manager module 110 provides the counselor with the created list of participating customers for each chat room, and later, when the conversation support module selects any one of the customers that the counselor wishes to consult from the customer list, the counselor participates in the selected chat room. It is possible to create and participate in a virtual conversation support robot that can detect a conversation that occurs between a customer and a counselor and provide relevant information. In other words, the chat room manager module 110 is a management module for managing a space for chatting between a customer and a counselor, and a function of managing socket addresses of individual users (customers) and designating a location to provide the extracted information can provide

When the chat room manager module 110 forms a chat space, the chat support module 120 may generate a virtual chat support robot that detects a chat that occurs between a customer and a counselor and provides related information. When an atypical keyword is detected in the course of a counseling conversation between the customer and the counselor, the virtual dialog support robot transmits a query message including the atypical keyword to the information management module 140, receives related information, and provides it to the counselor can do. In this case, the information provided to the counselor is preferably displayed in a part of the chatting window so that the counselor can easily refer to it in the course of consulting with the customer. Conversation support module 120, when the counselor selects any one of the customers who wish to consult from the customer list, engages the counselor in the selected chat room, detects a conversation that occurs between the customer and the counselor, and provides related information. You can create and participate in a virtual conversation support robot with

The vocabulary dictionary management module 130 may manage a list of keywords that may occur in the course of a consultation conversation between the customer and the counselor. In this case, the predefined keywords may be stored and managed in the user vocabulary dictionary. On the other hand, the vocabulary dictionary management module 130 manages a list of keywords that may occur in the course of a consultation conversation between a customer and a counselor, but manages a single vocabulary and a complex vocabulary by retaining distance information between the morpheme analyzer and the analyzed vocabulary together. can In other words, the vocabulary dictionary management module 130 may provide a function for managing a list of keywords to be detected during the consultation process. In this case, in order to manage the single vocabulary and the compound vocabulary, distance information between the morpheme analyzer and the analyzed vocabulary may be held together.

The information management module 140 may provide information corresponding to the query of the virtual dialogue support robot based on atypical keywords that are not provided by the vocabulary dictionary management module 130 . That is, the information management module 140 may function to search for and provide related information based on a query received from the virtual dialogue support robot. At this time, the reason that the virtual dialogue support robot does not provide information directly linked to the keyword, but searches for related information through the information management module 140 is that the relationship between the keyword and information is not fixed (atypical) , it may be to support the change of necessary information that is fluid depending on the situation.

Meanwhile, in describing the present embodiment, information transmission/reception and message transmission/reception between the customer and the counselor may be performed between the customer terminal and the counselor terminal, respectively. In this case, the customer terminal and the counselor terminal may be connected by a network to transmit and receive information.

The customer terminal and the counselor terminal may be implemented as a computer and/or a portable terminal that can be connected to other terminals and servers. Here, the computer includes, for example, a laptop, a desktop, and a laptop equipped with a web browser, and the portable terminal is, for example, a wireless communication device that guarantees portability and mobility, PCS (Personal Communication System), PDC (Personal Digital Cellular), PHS (Personal Handyphone System), PDA (Personal Digital Assistant), GSM (Global System for Mobile communications), IMT (International Mobile Telecommunication)-2000, CDMA (Code Division Multiple) All kinds of handheld, such as Access-2000, W-Code Division Multiple Access (W-CDMA), Wireless Broadband Internet (Wibro), Smart Phone, Mobile Worldwide Interoperability for Microwave Access (WiMAX), etc. ) based wireless communication device.

In addition, the network may refer to a network capable of transmitting and receiving data using an Internet protocol using various wired/wireless communication technologies such as an Internet network, an intranet network, a mobile communication network, and a satellite communication network. On the other hand, the network is a closed network such as a local area network (LAN), a wide area network (WAN), etc. and an open network such as the Internet, as well as CDMA (Code Division Multiple Access), WCDMA (Wideband Code Division Multiple Access), GSM (GSM) Networks such as Global System for Mobile Communication), Long Term Evolution (LTE), and Evolved Packet Core (EPC), and next-generation networks and computing networks to be implemented in the future may be collectively referred to.

2 is an example of a system for providing real-time information for a counselor according to an embodiment of the present invention.

The system for a counselor according to an embodiment of the present invention may be an autonomous system in which the counselor finds and provides necessary information in real time when consulting with a customer. The system according to the present invention may perform a function of automatically finding information necessary for a counselor in the course of the conversation while observing (sensing) a conversation being conducted between the customer and the counselor and providing the information to the counselor.

On the other hand, the consultation between the counselor and the customer according to this embodiment can be made through voice and/or text chatting, and the system according to the present invention detects (extracts) a keyword using a known technology from voice and/or text, It can be used to find the information you need.

Referring to FIG. 2 , an operation flow in a system for providing real-time information for a counselor can be seen. First, the customer opens (creates) a chat room through the chat room manager module 110, and waits for the counselor to participate. Thereafter, the counselor selects a desired customer from the waiting customer list through the chat room manager module 110 , and the chat room manager module 110 creates a chat room in which the customer and the agent can communicate with each other. In this case, the dialog support module 120 may generate a dialog support robot to participate in the chat room. The dialogue support robot may be a virtual program, and cannot directly chat, but instead detects the conversation between the customer and the agent, and when a predefined vocabulary occurs, additional information related thereto is sent to the information management module 140 . You can send a query. The information management module 140 may retrieve necessary information from the information database held for the query, and deliver the result to the chat room manager module 110 . The chat room manager module 110 may deliver the information received from the information management module 140 to the counselor of the chat room. Based on the received information, the counselor can lead the conversation with the customer. In this case, the vocabulary dictionary management module 130 may manage a set of vocabulary to be detected in a conversation (consultation) situation between a counselor and a customer, and may include both a single vocabulary and a complex vocabulary. On the other hand, the responsibility for vocabulary detection rests with the virtual dialogue support robot, and the dialogue support robot is responsible for determining whether all the words occurring in the dialogue it detects are defined in the vocabulary dictionary, and the vocabulary dictionary management module ( 130) is preferably responsible for adding new vocabulary and managing existing vocabulary.

3 is an example of a chat room formation and consultation process between a counselor and a customer according to an embodiment of the present invention.

In describing the present embodiment, the real-time information providing system may be a chat server. However, the present invention is not limited thereto, and the chat server and the real-time information providing system may be operated separately as separate devices.

As shown in FIG. 3 , the customer requests a consultation ( S310 ). In this case, the customer may request a consultation by accessing a chatting server that can be consulted using his/her terminal capable of network access. The chat server may generate a list of customers for whom consultation is requested and provide it to the counselor. The customer terminal may be implemented as a computer and/or a portable terminal that can be connected to other terminals and servers. Here, the computer includes, for example, a laptop, a desktop, and a laptop equipped with a web browser, and the portable terminal is, for example, a wireless communication device that guarantees portability and mobility, PCS (Personal Communication System), PDC (Personal Digital Cellular), PHS (Personal Handyphone System), PDA (Personal Digital Assistant), GSM (Global System for Mobile communications), IMT (International Mobile Telecommunication)-2000, CDMA (Code Division Multiple) All kinds of handheld, such as Access-2000, W-Code Division Multiple Access (W-CDMA), Wireless Broadband Internet (Wibro), Smart Phone, Mobile Worldwide Interoperability for Microwave Access (WiMAX), etc. ) based wireless communication device.

Next, the counselor sees a list of customers who have requested a consultation and selects which customer to consult with. At this time, the counselor can check the customer list by accessing the chat server using his/her terminal capable of network access. The counselor terminal may be implemented as a computer and/or a portable terminal that can be connected to other terminals and servers. Here, the computer includes, for example, a laptop, a desktop, and a laptop equipped with a web browser, and the portable terminal is, for example, a wireless communication device that guarantees portability and mobility, PCS (Personal Communication System), PDC (Personal Digital Cellular), PHS (Personal Handyphone System), PDA (Personal Digital Assistant), GSM (Global System for Mobile communications), IMT (International Mobile Telecommunication)-2000, CDMA (Code Division Multiple) All kinds of handheld, such as Access-2000, W-Code Division Multiple Access (W-CDMA), Wireless Broadband Internet (Wibro), Smart Phone, Mobile Worldwide Interoperability for Microwave Access (WiMAX), etc. ) based wireless communication device.

Next, when the agent selects a customer to consult with, the chat server creates a chat room in which the consultation is to be conducted, and a virtual conversation support robot that detects a conversation between the customer and the agent is created and assigned to the chat room ( S320, S330). At this time, the conversation support robot is a virtual program, and cannot directly chat, but instead senses the conversation between the customer and the agent, and when a predefined vocabulary occurs, additional information related thereto is sent to the information management module 140 You can send a query.

Next, the virtual conversation support robot detects the conversation between the customer and the counselor, and checks whether a keyword included in the detected conversation is a formal keyword or an atypical keyword (S340, S350).

Next, when the above-mentioned keyword is a formal keyword, the virtual conversation support robot may provide a list of answers including the keyword to one side of the screen of the terminal where the counselor performs chatting so that the counselor can check (S360) . On the other hand, when the above-mentioned keyword is an atypical keyword, the virtual conversation support robot transmits the keyword to the information management module 140 to make a query, and returns the answer to one side of the screen of the terminal where the counselor chats. may be provided (S370). At this time, since the information database includes various atypical keywords except for predefined keywords stored and managed in the user vocabulary dictionary, the information management module 140 receives a query from the virtual conversation support robot, An answer to a query can be returned based on the information stored in the information database. The virtual conversation support robot may provide a list of answers including atypical keywords to one side of the screen of the terminal where the counselor chats so that the counselor can check the list of answers.

Methods according to an embodiment of the present invention may be implemented as an application or implemented in the form of program instructions that may be executed through various computer components and recorded in a computer-readable recording medium. The computer-readable recording medium may include program instructions, data files, data structures, etc. alone or in combination. The program instructions recorded on the computer readable recording medium are specially designed and configured for the present invention, and may be known and used by those skilled in the art of computer software. Examples of the computer-readable recording medium include a hard disk, a magnetic medium such as a floppy disk and a magnetic tape, an optical recording medium such as a CD-ROM, a DVD, and a magneto-optical medium such as a floppy disk. media) and hardware devices specially configured to store and execute program instructions such as ROM, RAM, flash memory, and the like. Examples of program instructions include not only machine language codes such as those generated by a compiler, but also high-level language codes that can be executed by a computer using an interpreter or the like. The hardware device may be configured to operate as one or more software modules to perform processing according to the present invention, and vice versa.

While this specification contains many features, such features should not be construed as limiting the scope of the invention or the claims. Also, features described in individual embodiments herein may be implemented in combination in a single embodiment. Conversely, various features described in a single embodiment herein may be implemented in various embodiments individually, or may be implemented in appropriate combination.

Although operations have been described in a particular order in the drawings, it should not be understood that such operations are performed in the specific order as illustrated, or that all described operations are performed in a continuous sequence, or to obtain a desired result. Multitasking and parallel processing can be advantageous in certain circumstances. In addition, it should be understood that the division of various system components in the above-described embodiments does not require such division in all embodiments. The app components and systems described above may generally be implemented as a package in a single software product or multiple software products.

The present invention described above, for those of ordinary skill in the art to which the present invention pertains, various substitutions, modifications and changes are possible without departing from the technical spirit of the present invention. It is not limited by the drawings.

110: chat room manager module
120: dialogue support module
130: vocabulary dictionary management module
140: information management module

Claims (8)

a chat room manager module that creates a space for chatting between the customer and the counselor when receiving a counseling request message from the customer so that counseling-related chatting can be performed;
When the chat room manager module forms a chat space, a dialog support module for generating a virtual dialog support robot that detects a chat that occurs between the customer and the counselor and provides related information;
a vocabulary dictionary management module for managing a list of keywords that may occur in the course of a consultation conversation between a customer and a counselor; and
and an information management module that provides information corresponding to a query of the virtual dialogue support robot based on atypical keywords not provided by the vocabulary dictionary management module. The method of claim 1,
The virtual dialogue support robot,
When an atypical keyword is detected in the course of a counseling conversation between a customer and a counselor, a query message including the atypical keyword is transmitted to the information management module, and related information is provided to the counselor, characterized in that it is provided to the counselor Real-time information provision system. The method of claim 1,
The vocabulary dictionary management module,
A system for providing real-time information for counselors, characterized in that it manages a list of keywords that may occur in the course of a counseling conversation between a customer and a counselor, but manages a single vocabulary and a complex vocabulary by retaining distance information between the morpheme analyzer and the analyzed vocabularies. . The method of claim 1,
The chat room manager module provides a list of participating customers for each chat room created to the counselor,
The dialogue support module,
When the counselor selects from the customer list any one of the clients that the counselor wishes to consult, the counselor participates in the selected chat room, but a virtual conversation support capable of providing related information by detecting a conversation occurring between the customer and the counselor A system for providing real-time information for a counselor, characterized in that it creates and engages a robot. A method for providing information in a real-time information providing system for a counselor, the method comprising:
a chat room creation step of creating a space for chatting between the customer and the counselor when receiving a consultation request message from the customer so that the consultation-related chatting can be performed; and
In the case of forming a chat space, a virtual dialog support robot generation step of generating a virtual dialog support robot that provides related information by detecting a conversation occurring between chatting between a customer and a counselor; Information providing method comprising a. 6. The method of claim 5,
The step of creating the virtual dialogue support robot,
When an atypical keyword is detected in the course of a counseling conversation between the customer and the counselor, sending a query message including the atypical keyword to the information management module, receiving the relevant information and providing it to the counselor; How to provide. 6. The method of claim 5,
A lexicon management step of managing a list of keywords that may occur in the course of a counseling conversation between a customer and a counselor, but maintaining distance information between the morpheme analyzer and the analyzed vocabularies together to manage single and complex vocabularies; characterized by further comprising: How to provide information. 6. The method of claim 5,
When the counselor selects one of the customers from the customer list, the counselor participates in the selected chat room, but a virtual conversation support robot that can detect a conversation between the customer and the counselor and provide related information Conversation support step of generating and participating in; Information providing method, characterized in that it further comprises.

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