KR20220000145A - Computer program stored on computer-readable medium, method and server for service request classification and response - Google Patents

Abstract

An embodiment of the present disclosure relates to a server, which is a server for classifying requests and responding using a neural network, comprising: a processor including at least one core; a network part for receiving at least one service request data from at least one external server; and a memory for storing the received service request data, wherein the processor classifies the stored service request data by performing machine learning, transmits the result of the classified service request data to the corresponding external server, and assigns a manager corresponding to the result of the classified service request data.

Description

Service request classification and response server, method, and computer program stored on a readable storage medium

The present disclosure relates to a service request classification and response server, a method, and a computer program stored in a readable storage medium, and more particularly, to a service request classification and response server using a neural network, a method, and a computer program stored in a readable storage medium

In general, one of the important factors that a customer purchases a product or determines satisfaction with a service is a customer service such as a company or government office for after-sales service of the product, resolving customer complaints, and providing fast and prompt after-sales service.

In order to provide such a customer service, the prior patent handles the customer's service request through an automatic response system.

However, these automatic response systems have a problem in that only previously registered contents can be answered, and a new service request must be directly checked and classified by the person in charge, and the corresponding contents must be added to the automatic response system.

Republic of Korea Patent Registration No. 10-1121143 (Registered on February 21, 2012)

The present disclosure has been made in response to the above-described background technology, and is to provide a service request classification and response server, a method, and a computer program stored in a readable storage medium.

According to an embodiment of the present disclosure, there is provided a server that classifies and responds to a service request using a neural network, comprising: a processor including at least one core; a network unit for receiving at least one service request data from at least one external server; and a memory for storing the received service request data, wherein the processor performs machine learning to classify the stored service request data, and transmits a result of the classified service request data to the corresponding external server And, it is possible to allocate a person in charge corresponding to the result of the classified service request data.

Also, the processor may extract a keyword from the service request data, and ontotize the extracted keyword.

According to another embodiment of the present disclosure, there is provided a method for classifying and responding to a service request using a neural network, the method comprising: receiving at least one service request data from at least one external server in a network unit; storing the received service request data in a memory; classifying the stored service request data by performing machine learning through a processor; transmitting the classified result of the service request data to the corresponding external server; and allocating a person in charge corresponding to the classified result of the service request data.

In addition, the step of classifying the stored service request data by performing machine learning through a processor, the processor extracting a keyword from the service request data; and It may include; ontologicalizing the extracted keyword.

According to another embodiment of the present disclosure, a computer program stored in a computer-readable storage medium, when the computer program is executed in one or more processors, performs the following operations for classifying and responding to a service request using a neural network The operations may include: receiving at least one service request data from at least one external server in the network unit; storing the received service request data in a memory; classifying the stored service request data by performing machine learning through a processor; transmitting a result of the classified service request data to the corresponding external server; and allocating a person in charge corresponding to the classified result of the service request data.

In addition, the operation of classifying the stored service request data by performing machine learning through a processor may include: extracting, by the processor, a keyword from the service request data; and an operation of ontologyizing the extracted keyword.

The present disclosure may provide a service request classification and response server, a method, and a computer program stored in a readable storage medium.

1 is a block diagram of a server for classifying and responding to a service request using a neural network according to an embodiment of the present disclosure.
2 is a schematic diagram illustrating a network function according to an embodiment of the present disclosure.
3 is a flowchart of a method of classifying and responding to a service request using a neural network according to another embodiment of the present disclosure.
4 is a simplified, general schematic diagram of an exemplary computing environment in which embodiments of the present disclosure may be implemented.

Various embodiments are now described with reference to the drawings. In this specification, various descriptions are presented to provide an understanding of the present disclosure. However, it is apparent that these embodiments may be practiced without these specific descriptions.

The terms “component,” “module,” “system,” and the like, as used herein, refer to a computer-related entity, hardware, firmware, software, a combination of software and hardware, or execution of software. For example, a component can be, but is not limited to being, a process running on a processor, a processor, an object, a thread of execution, a program, and/or a computer. For example, both an application running on a computing device and the computing device may be a component. One or more components may reside within a processor and/or thread of execution. A component may be localized within one computer. A component may be distributed between two or more computers. In addition, these components can execute from various computer readable media having various data structures stored therein. Components may communicate via a network such as the Internet with another system, for example, via a signal having one or more data packets (eg, data and/or signals from one component interacting with another component in a local system, distributed system, etc.) may communicate via local and/or remote processes depending on the data being transmitted).

In addition, the term “or” is intended to mean an inclusive “or” rather than an exclusive “or.” That is, unless otherwise specified or clear from context, "X employs A or B" is intended to mean one of the natural implicit substitutions. That is, X employs A; X employs B; or when X employs both A and B, "X employs A or B" may apply to either of these cases. It should also be understood that the term “and/or” as used herein refers to and includes all possible combinations of one or more of the listed related items.

Also, the terms "comprises" and/or "comprising" should be understood to mean that the feature and/or element in question is present. However, it should be understood that the terms "comprises" and/or "comprising" do not exclude the presence or addition of one or more other features, elements and/or groups thereof. Also, unless otherwise specified or unless it is clear from context to refer to a singular form, the singular in the specification and claims should generally be construed to mean “one or more”.

And, the term "at least one of A or B" should be interpreted as meaning "when including only A", "when including only B", and "when combined with the configuration of A and B".

Those skilled in the art will further appreciate that the various illustrative logical blocks, configurations, modules, circuits, means, logics, and algorithm steps described in connection with the embodiments disclosed herein may be implemented in electronic hardware, computer software, or combinations of both. It should be recognized that they can be implemented with To clearly illustrate this interchangeability of hardware and software, various illustrative components, blocks, configurations, means, logics, modules, circuits, and steps have been described above generally in terms of their functionality. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the overall system. Skilled artisans may implement the described functionality in varying ways for each particular application. However, such implementation decisions should not be interpreted as causing a departure from the scope of the present disclosure.

Descriptions of the presented embodiments are provided to enable those skilled in the art to use or practice the present invention. Various modifications to these embodiments will be apparent to those skilled in the art of the present disclosure. The generic principles defined herein may be applied to other embodiments without departing from the scope of the present disclosure. Therefore, the present invention is not limited to the embodiments presented herein. This invention is to be interpreted in its widest scope consistent with the principles and novel features presented herein.

In the present disclosure, a network function and an artificial neural network and a neural network may be used interchangeably.

1 is a block diagram of a server for classifying and responding to a service request using a neural network according to an embodiment of the present disclosure.

The configuration of the server 100 shown in FIG. 1 is only a simplified example. In an embodiment of the present disclosure, the server 100 may include other components for performing the computing environment of the server 100 , and only some of the disclosed components may configure the server 100 .

The server 100 may include a processor 110 , a memory 130 , and a network unit 150 .

The processor 110 may include at least one core, and a central processing unit (CPU) of a server, a general purpose graphics processing unit (GPGPU), and a tensor processing unit (TPU). unit) and the like, and may include a processor for data analysis and deep learning. The processor 110 may read a computer program stored in the memory 130 to perform data processing for machine learning according to an embodiment of the present disclosure. According to an embodiment of the present disclosure, the processor 110 may perform an operation for learning the neural network. The processor 110 for learning of the neural network, such as processing input data for learning in deep learning (DL), extracting features from the input data, calculating an error, updating the weight of the neural network using backpropagation calculations can be performed. At least one of a CPU, a GPGPU, and a TPU of the processor 110 may process learning of a network function. For example, the CPU and the GPGPU can process learning of a network function and data classification using the network function. In addition, in an embodiment of the present disclosure, learning of a network function and data classification using the network function may be processed by using the processors of a plurality of servers together. In addition, the computer program executed on the server according to an embodiment of the present disclosure may be a CPU, GPGPU or TPU executable program.

In addition, the processor 110 performs machine learning to classify service request data received from the network unit 150 to be described later, and transmits a result of the classified service request data to a corresponding external server, and the classified service request data It is possible to assign a person in charge corresponding to the result of

Here, the corresponding external server may be an external server to which the corresponding service request data is transmitted.

Through this, the service requester (eg, customer, etc.) can check the result of the service request by connecting to the external server, and by assigning a person in charge, the service requester can receive a prompt response by making a response to the service request. There is an advantage that

Here, machine learning may be performed through a neural network, and a detailed description thereof will be described later with reference to FIG. 2 .

Metadata may be constructed through such machine learning, the constructed metadata may be stored in the memory 130, and service request data may be classified by comparison with the service request data.

In addition, natural language processing through morphological analysis can be performed through machine learning. For example, natural language processing may be performed using a recurrent neural network (RNN). Here, the RNN may refer to a deep learning model for learning a pattern based on data of a sentence including one or more words.

In addition, similarity can be measured through machine learning. For example, similarity can be measured using KNN (K Nearest Neighbors Algorithm), CBR (Case-based reasoning), or the like.

Then, the processor 110 may extract a keyword from the service request data and ontotize the extracted keyword.

According to an embodiment of the present disclosure, the memory 130 may store any type of information generated or determined by the processor 110 and any type of information received by the network unit 150 .

According to an embodiment of the present disclosure, the memory 130 is a flash memory type, a hard disk type, a multimedia card micro type, or a card type memory (eg, SD or XD memory, etc.), Random Access Memory (RAM), Static Random Access Memory (SRAM), Read-Only Memory (ROM), Electrically Erasable Programmable Read-Only Memory (EEPROM), Programmable Read (PROM) -Only Memory), a magnetic memory, a magnetic disk, and an optical disk may include at least one type of storage medium. The server 100 may operate in relation to a web storage that performs a storage function of the memory 130 on the Internet. The description of the above-described memory is only an example, and the present disclosure is not limited thereto.

Also, the memory 130 may store service request data received from the network unit 150, which will be described later.

Here, the memory 130 may store big data, export or modify data if necessary, and store metadata.

The network unit 150 according to an embodiment of the present disclosure includes a Public Switched Telephone Network (PSTN), x Digital Subscriber Line (xDSL), Rate Adaptive DSL (RADSL), Multi Rate DSL (MDSL), VDSL ( A variety of wired communication systems such as Very High Speed DSL), Universal Asymmetric DSL (UADSL), High Bit Rate DSL (HDSL), and Local Area Network (LAN) can be used.

In addition, the network unit 150 presented herein is CDMA (Code Division Multi Access), TDMA (Time Division Multi Access), FDMA (Frequency Division Multi Access), OFDMA (Orthogonal Frequency Division Multi Access), SC-FDMA ( A variety of wireless communication systems can be used, such as Single Carrier-FDMA) and other systems.

In the present disclosure, the network unit 150 may be configured regardless of its communication mode, such as wired and wireless, and may be configured with various communication networks such as a personal area network (PAN) and a wide area network (WAN). can In addition, the network may be a well-known World Wide Web (WWW), and may use a wireless transmission technology used for short-range communication, such as infrared (IrDA) or Bluetooth (Bluetooth).

In addition, the network unit 150 may receive at least one service request data from at least one external server.

The techniques described herein may be used in the networks mentioned above, as well as in other networks.

2 is a schematic diagram illustrating a network function according to an embodiment of the present disclosure.

Throughout this specification, computational model, neural network, network function, and neural network may be used interchangeably. A neural network may be composed of a set of interconnected computational units, which may generally be referred to as nodes. These nodes may also be referred to as neurons. A neural network is configured by including at least one or more nodes. Nodes (or neurons) constituting the neural networks may be interconnected by one or more links.

In the neural network, one or more nodes connected through a link may relatively form a relationship between an input node and an output node. The concepts of an input node and an output node are relative, and any node in an output node relationship with respect to one node may be in an input node relationship in a relationship with another node, and vice versa. As described above, an input node-to-output node relationship may be created around a link. One or more output nodes may be connected to one input node through a link, and vice versa.

In the relationship between the input node and the output node connected through one link, the value of the data of the output node may be determined based on data input to the input node. Here, a link interconnecting the input node and the output node may have a weight. The weight may be variable, and may be changed by a user or an algorithm in order for the neural network to perform a desired function. For example, when one or more input nodes are interconnected to one output node by respective links, the output node sets values input to input nodes connected to the output node and links corresponding to the respective input nodes. An output node value may be determined based on the weight.

As described above, in a neural network, one or more nodes are interconnected through one or more links to form an input node and an output node relationship in the neural network. The characteristics of the neural network may be determined according to the number of nodes and links in the neural network, the correlation between the nodes and the links, and the value of a weight assigned to each of the links. For example, when the same number of nodes and links exist and there are two neural networks having different weight values of the links, the two neural networks may be recognized as different from each other.

A neural network may consist of a set of one or more nodes. A subset of nodes constituting the neural network may constitute a layer. Some of the nodes constituting the neural network may configure one layer based on distances from the initial input node. For example, a set of nodes having a distance of n from the initial input node may constitute n layers. The distance from the initial input node may be defined by the minimum number of links that must be passed to reach the corresponding node from the initial input node. However, the definition of such a layer is arbitrary for description, and the order of the layer in the neural network may be defined in a different way from the above. For example, a layer of nodes may be defined by a distance from the final output node.

The initial input node may mean one or more nodes to which data is directly input without going through a link in a relationship with other nodes among nodes in the neural network. Alternatively, in a relationship between nodes based on a link in a neural network, it may mean nodes that do not have other input nodes connected by a link. Similarly, the final output node may refer to one or more nodes that do not have an output node in relation to other nodes among nodes in the neural network. In addition, the hidden node may mean nodes constituting the neural network other than the first input node and the last output node.

The neural network according to an embodiment of the present disclosure may be a neural network in which the number of nodes in the input layer may be the same as the number of nodes in the output layer, and the number of nodes decreases and then increases again as progresses from the input layer to the hidden layer. can Also, in the neural network according to another embodiment of the present disclosure, the number of nodes in the input layer may be less than the number of nodes in the output layer, and the number of nodes may be reduced as the number of nodes progresses from the input layer to the hidden layer. have. In addition, the neural network according to another embodiment of the present disclosure may be a neural network in which the number of nodes in the input layer may be greater than the number of nodes in the output layer, and the number of nodes increases as the number of nodes progresses from the input layer to the hidden layer. can The neural network according to another embodiment of the present disclosure may be a neural network in a combined form of the aforementioned neural networks.

A deep neural network (DNN) may refer to a neural network including a plurality of hidden layers in addition to an input layer and an output layer. Deep neural networks can be used to identify the latent structures of data. In other words, it can identify the potential structure of photos, texts, videos, voices, and music (e.g., what objects are in the photos, what the text and emotions are, what the texts and emotions are, etc.) . Deep neural networks include convolutional neural networks (CNNs), recurrent neural networks (RNNs), auto encoders, generative adversarial networks (GANs), and restricted boltzmann machines (RBMs). machine), a deep belief network (DBN), a Q network, a U network, a Siamese network, and a Generative Adversarial Network (GAN). The description of the deep neural network described above is only an example, and the present disclosure is not limited thereto.

In an embodiment of the present disclosure, the network function may include an autoencoder. The auto-encoder may be a kind of artificial neural network for outputting output data similar to input data. The auto encoder may include at least one hidden layer, and an odd number of hidden layers may be disposed between the input/output layers. The number of nodes in each layer may be reduced from the number of nodes of the input layer to an intermediate layer called the bottleneck layer (encoding), and then expanded symmetrically with reduction from the bottleneck layer to the output layer (symmetrically with the input layer). The auto-encoder can perform non-linear dimensionality reduction. The number of input layers and output layers may correspond to a dimension after preprocessing the input data. In the auto-encoder structure, the number of nodes of the hidden layer included in the encoder may have a structure that decreases as the distance from the input layer increases. If the number of nodes in the bottleneck layer (the layer with the fewest nodes located between the encoder and decoder) is too small, a sufficient amount of information may not be conveyed, so a certain number or more (e.g., more than half of the input layer, etc.) ) may be maintained.

The neural network may be trained using at least one of supervised learning, unsupervised learning, semi-supervised learning, and reinforcement learning. Learning of the neural network may be a process of applying knowledge for the neural network to perform a specific operation to the neural network.

A neural network can be trained in a way that minimizes output errors. In the training of a neural network, iteratively input the training data into the neural network, calculate the output of the neural network and the target error for the training data, and calculate the error of the neural network from the output layer of the neural network to the input layer in the direction to reduce the error. It is a process of updating the weight of each node in the neural network by backpropagation in the direction. In the case of teacher learning, learning data in which the correct answer is labeled in each learning data is used (ie, labeled learning data), and in the case of comparative learning, the correct answer may not be labeled in each learning data. That is, for example, learning data in the case of teacher learning related to data classification may be data in which categories are labeled in each of the learning data. Labeled training data is input to the neural network, and an error can be calculated by comparing the output (category) of the neural network with the label of the training data. As another example, in the case of comparison learning related to data classification, an error may be calculated by comparing the input training data with the neural network output. The calculated error is back propagated in the reverse direction (ie, from the output layer to the input layer) in the neural network, and the connection weight of each node of each layer of the neural network may be updated according to the back propagation. The change amount of the connection weight of each node to be updated may be determined according to a learning rate. The computation of the neural network on the input data and the backpropagation of errors can constitute a learning cycle (epoch). The learning rate may be applied differently according to the number of repetitions of the learning cycle of the neural network. For example, in the early stage of learning of a neural network, a high learning rate can be used to enable the neural network to quickly obtain a certain level of performance, thereby increasing efficiency, and using a low learning rate at a later stage of learning can increase accuracy.

In the training of neural networks, in general, the training data may be a subset of real data (that is, data to be processed using the trained neural network), and thus, the error on the training data is reduced, but the error on the real data is reduced. There may be increasing learning cycles. Overfitting is a phenomenon in which errors on actual data increase by over-learning on training data as described above. For example, a phenomenon in which a neural network that has learned a cat by seeing a yellow cat does not recognize that it is a cat when it sees a cat other than yellow may be a type of overfitting. Overfitting can act as a cause of increasing errors in machine learning algorithms. In order to prevent such overfitting, various optimization methods can be used. In order to prevent overfitting, methods such as increasing the training data, regularization, and dropout that deactivate some of the nodes of the network in the process of learning, and the use of a batch normalization layer are applied. can

A computer-readable medium storing a data structure is disclosed according to an embodiment of the present disclosure.

The data structure may refer to the organization, management, and storage of data that enables efficient access and modification of data. A data structure may refer to an organization of data to solve a specific problem (eg, data retrieval, data storage, and data modification in the shortest time). A data structure may be defined as a physical or logical relationship between data elements designed to support a particular data processing function. The logical relationship between data elements may include a connection relationship between user-defined data elements. Physical relationships between data elements may include actual relationships between data elements physically stored on a computer-readable storage medium (eg, persistent storage). A data structure may specifically include a set of data, relationships between data, and functions or instructions applicable to data. Through an effectively designed data structure, the computing device can perform an operation while using the resource of the computing device to a minimum. Specifically, the computing device may increase the efficiency of operations, reads, insertions, deletions, comparisons, exchanges, and retrievals through effectively designed data structures.

A data structure may be classified into a linear data structure and a non-linear data structure according to the type of the data structure. The linear data structure may be a structure in which only one piece of data is connected after one piece of data. The linear data structure may include a list, a stack, a queue, and a deck. A list may mean a set of data in which an order exists internally. The list may include a linked list. The linked list may be a data structure in which data is linked in such a way that each data is linked in a line with a pointer. In a linked list, a pointer may contain information about a link with the next or previous data. A linked list may be expressed as a single linked list, a doubly linked list, or a circularly linked list according to a shape. A stack can be a data enumeration structure with limited access to data. A stack can be a linear data structure in which data can be manipulated (eg, inserted or deleted) at only one end of the data structure. The data stored in the stack may be a data structure (LIFO-Last in First Out). A queue is a data listing structure that allows limited access to data, and unlike a stack, it may be a data structure that is stored later (FIFO-First in First Out). A deck can be a data structure that can process data at either end of the data structure.

The non-linear data structure may be a structure in which a plurality of data is connected after one data. The nonlinear data structure may include a graph data structure. A graph data structure may be defined as a vertex and an edge, and the edge may include a line connecting two different vertices. A graph data structure may include a tree data structure. The tree data structure may be a data structure in which one path connects two different vertices among a plurality of vertices included in the tree. That is, it may be a data structure that does not form a loop in the graph data structure.

Throughout this specification, computational model, neural network, network function, and neural network may be used interchangeably. Hereinafter, the neural network is unified and described. The data structure may include a neural network. And the data structure including the neural network may be stored in a computer-readable medium. Data structures including neural networks also include preprocessed data for processing by the neural network, data input to the neural network, weights of the neural network, hyperparameters of the neural network, data obtained from the neural network, activation functions associated with each node or layer of the neural network, and neural networks. It may include a loss function for learning of . A data structure comprising a neural network may include any of the components disclosed above. That is, the data structure including the neural network includes data preprocessed for processing by the neural network, data input to the neural network, weights of the neural network, hyperparameters of the neural network, data obtained from the neural network, activation functions associated with each node or layer of the neural network, and neural network It may be configured to include all or any combination thereof, such as a loss function for learning of . In addition to the above-described configurations, a data structure including a neural network may include any other information that determines a characteristic of a neural network. In addition, the data structure may include all types of data used or generated in the operation process of the neural network, and is not limited to the above. Computer-readable media may include computer-readable recording media and/or computer-readable transmission media. A neural network may be composed of a set of interconnected computational units, which may generally be referred to as nodes. These nodes may also be referred to as neurons. A neural network is configured by including at least one or more nodes.

The data structure may include data input to the neural network. A data structure including data input to the neural network may be stored in a computer-readable medium. The data input to the neural network may include learning data input in a neural network learning process and/or input data input to the neural network in which learning is completed. Data input to the neural network may include pre-processing data and/or pre-processing target data. The preprocessing may include a data processing process for inputting data into the neural network. Accordingly, the data structure may include data to be pre-processed and data generated by pre-processing. The above-described data structure is merely an example, and the present disclosure is not limited thereto.

The data structure may include the weights of the neural network. (In this specification, weight and parameter may be used interchangeably.) And the data structure including the weight of the neural network may be stored in a computer-readable medium. The neural network may include a plurality of weights. The weight may be variable, and may be changed by a user or an algorithm in order for the neural network to perform a desired function. For example, when one or more input nodes are interconnected to one output node by respective links, the output node sets values input to input nodes connected to the output node and links corresponding to the respective input nodes. A data value output from the output node may be determined based on the weight. The above-described data structure is merely an example, and the present disclosure is not limited thereto.

By way of example and not limitation, the weight may include a weight variable in a neural network learning process and/or a weight in which neural network learning is completed. The variable weight in the neural network learning process may include a weight at a time point at which a learning cycle starts and/or a weight variable during the learning cycle. The weight for which neural network learning is completed may include a weight for which a learning cycle is completed. Accordingly, the data structure including the weights of the neural network may include a data structure including the weights that vary in the neural network learning process and/or the weights on which the neural network learning is completed. Therefore, it is assumed that the above-described weights and/or combinations of weights are included in the data structure including the weights of the neural network. The above-described data structure is merely an example, and the present disclosure is not limited thereto.

The data structure including the weights of the neural network may be stored in a computer-readable storage medium (eg, memory, hard disk) after being serialized. Serialization can be the process of converting a data structure into a form that can be reconstructed and used later by storing it on the same or a different computing device. The computing device may serialize the data structure to send and receive data over the network. A data structure including weights of the serialized neural network may be reconstructed in the same computing device or in another computing device through deserialization. The data structure including the weight of the neural network is not limited to serialization. Furthermore, the data structure including the weights of the neural network is a data structure to increase computational efficiency while using the resources of the computing device to a minimum (e.g., B-Tree, Trie, m-way search tree, AVL tree, Red-Black Tree). The foregoing is merely an example, and the present disclosure is not limited thereto.

The data structure may include hyper-parameters of the neural network. In addition, the data structure including the hyperparameters of the neural network may be stored in a computer-readable medium. The hyperparameter may be a variable variable by a user. Hyperparameters are, for example, learning rate, cost function, number of iterations of the learning cycle, weight initialization (e.g., setting the range of weight values to be initialized for weights), Hidden Unit The number (eg, the number of hidden layers, the number of nodes of the hidden layer) may be included. The above-described data structure is merely an example, and the present disclosure is not limited thereto.

3 is a flowchart of a method of classifying and responding to a service request using a neural network according to another embodiment of the present disclosure.

According to another embodiment of the present disclosure, a method for classifying and responding to a service request using a neural network is disclosed.

The network unit 150 may receive at least one service request data from at least one external server (step S110).

Here, the detailed description of the network unit 150 may be replaced with the content described with reference to FIG. 1 .

The received service request data may be stored in the memory 130 (step S120).

Here, the detailed description of the memory 130 may be replaced with the content described with reference to FIG. 1 .

The stored service request data may be classified by performing machine learning through the processor 110 (step S130).

Here, the processor 110 may extract a keyword from the service request data and ontotize the extracted keyword.

In addition, the detailed description of the processor 110 may be replaced with the content described with reference to FIGS. 1 and 2 .

A result of the classified service request data may be transmitted to a corresponding external server (step S140).

Here, the service requester (eg, a customer, etc.) may check the service request result by connecting to an external server.

A person in charge corresponding to the result of the classified service request data may be assigned (step S150).

Here, by assigning a person in charge, there is an advantage that a response to a service request can be made, so that the service requester can receive a prompt response.

Disclosed is a computer program stored in a computer-readable storage medium including a plurality of instructions executed by one or more processors to classify and respond to a service request using a neural network according to another embodiment of the present disclosure.

The computer program may include a command for the network unit 150 to receive at least one service request data from at least one external server.

In addition, the memory 130 may include a command for storing the service request data received from the network unit 150 .

Then, the processor 110 performs machine learning to classify the service request data received from the network unit 150, and transmits the result of the classified service request data to a corresponding external server, and the result of the classified service request data It may include an instruction for assigning a corresponding person to the .

In addition, the processor 110 may include a command for extracting a keyword from the service request data, and ontotizing the extracted keyword.

4 is a simplified, general schematic diagram of an exemplary computing environment in which embodiments of the present disclosure may be implemented.

Although the present disclosure has been described above as being generally capable of being implemented by a computing device, those skilled in the art will appreciate that the present disclosure is a combination of hardware and software and/or in combination with computer-executable instructions and/or other program modules that may be executed on one or more computers. It will be appreciated that it can be implemented as a combination.

Generally, program modules include routines, programs, components, data structures, etc. that perform particular tasks or implement particular abstract data types. In addition, those skilled in the art will appreciate that the methods of the present disclosure can be applied to single-processor or multiprocessor computer systems, minicomputers, mainframe computers as well as personal computers, handheld computing devices, microprocessor-based or programmable consumer electronics, and the like. It will be appreciated that each of these may be implemented in other computer system configurations, including those capable of operating in connection with one or more associated devices.

The described embodiments of the present disclosure may also be practiced in distributed computing environments where certain tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote memory storage devices.

Computers typically include a variety of computer-readable media. Any medium accessible by a computer can be a computer-readable medium, and such computer-readable media includes volatile and nonvolatile media, transitory and non-transitory media, removable and non-transitory media. including removable media. By way of example, and not limitation, computer-readable media may include computer-readable storage media and computer-readable transmission media. Computer readable storage media includes volatile and nonvolatile media, temporary and non-transitory media, removable and non-removable media implemented in any method or technology for storage of information such as computer readable instructions, data structures, program modules or other data. includes media. A computer-readable storage medium may be RAM, ROM, EEPROM, flash memory or other memory technology, CD-ROM, digital video disk (DVD) or other optical disk storage device, magnetic cassette, magnetic tape, magnetic disk storage device, or other magnetic storage device. device, or any other medium that can be accessed by a computer and used to store the desired information.

Computer readable transmission media typically embodies computer readable instructions, data structures, program modules or other data, etc. in a modulated data signal such as a carrier wave or other transport mechanism, and Includes all information delivery media. The term modulated data signal means a signal in which one or more of the characteristics of the signal is set or changed so as to encode information in the signal. By way of example, and not limitation, computer-readable transmission media includes wired media such as a wired network or direct-wired connection, and wireless media such as acoustic, RF, infrared, and other wireless media. Combinations of any of the above are also intended to be included within the scope of computer-readable transmission media.

An example environment 1100 implementing various aspects of the disclosure is shown including a computer 1102 , the computer 1102 including a processing unit 1104 , a system memory 1106 , and a system bus 1108 . do. A system bus 1108 couples system components, including but not limited to system memory 1106 , to the processing device 1104 . The processing device 1104 may be any of a variety of commercially available processors. Dual processor and other multiprocessor architectures may also be used as processing unit 1104 .

The system bus 1108 may be any of several types of bus structures that may further interconnect a memory bus, a peripheral bus, and a local bus using any of a variety of commercial bus architectures. System memory 1106 includes read only memory (ROM) 1110 and random access memory (RAM) 1112 . A basic input/output system (BIOS) is stored in non-volatile memory 1110, such as ROM, EPROM, EEPROM, etc., which BIOS provides basic input/output systems (BIOS) that help transfer information between components within computer 1102, such as during startup. contains routines. RAM 1112 may also include high-speed RAM, such as static RAM, for caching data.

The computer 1102 may also include an internal hard disk drive (HDD) 1114 (eg, EIDE, SATA) - this internal hard disk drive 1114 may also be configured for external use within a suitable chassis (not shown). Yes—a magnetic floppy disk drive (FDD) 1116 (eg, for reading from or writing to removable diskette 1118), and an optical disk drive 1120 (eg, a CD-ROM) for reading from, or writing to, disk 1122, or other high capacity optical media, such as DVD. The hard disk drive 1114 , the magnetic disk drive 1116 , and the optical disk drive 1120 are connected to the system bus 1108 by the hard disk drive interface 1124 , the magnetic disk drive interface 1126 , and the optical drive interface 1128 , respectively. ) can be connected to The interface 1124 for implementing an external drive includes at least one or both of Universal Serial Bus (USB) and IEEE 1394 interface technologies.

These drives and their associated computer-readable media provide non-volatile storage of data, data structures, computer-executable instructions, and the like. In the case of computer 1102, drives and media correspond to storing any data in a suitable digital format. Although the description of computer readable media above refers to HDDs, removable magnetic disks, and removable optical media such as CDs or DVDs, those skilled in the art will use zip drives, magnetic cassettes, flash memory cards, cartridges, etc. It will be appreciated that other tangible computer-readable media such as etc. may also be used in the exemplary operating environment and any such media may include computer-executable instructions for performing the methods of the present disclosure.

A number of program modules may be stored in the drive and RAM 1112 , including an operating system 1130 , one or more application programs 1132 , other program modules 1134 , and program data 1136 . All or portions of the operating system, applications, modules, and/or data may also be cached in RAM 1112 . It will be appreciated that the present disclosure may be implemented in various commercially available operating systems or combinations of operating systems.

A user may enter commands and information into the computer 1102 via one or more wired/wireless input devices, for example, a pointing device such as a keyboard 1138 and a mouse 1140 . Other input devices (not shown) may include a microphone, IR remote control, joystick, game pad, stylus pen, touch screen, and the like. Although these and other input devices are connected to the processing unit 1104 through an input device interface 1142 that is often connected to the system bus 1108, parallel ports, IEEE 1394 serial ports, game ports, USB ports, IR interfaces, It may be connected by other interfaces, etc.

A monitor 1144 or other type of display device is also coupled to the system bus 1108 via an interface, such as a video adapter 1146 . In addition to the monitor 1144, the computer typically includes other peripheral output devices (not shown), such as speakers, printers, and the like.

Computer 1102 may operate in a networked environment using logical connections to one or more remote computers, such as remote computer(s) 1148 via wired and/or wireless communications. Remote computer(s) 1148 may be workstations, computing device computers, routers, personal computers, portable computers, microprocessor-based entertainment devices, peer devices, or other common network nodes, and are typically connected to computer 1102 . Although it includes many or all of the components described for it, only memory storage device 1150 is shown for simplicity. The logical connections shown include wired/wireless connections to a local area network (LAN) 1152 and/or a larger network, eg, a wide area network (WAN) 1154 . Such LAN and WAN networking environments are common in offices and companies, and facilitate enterprise-wide computer networks, such as intranets, all of which can be connected to a worldwide computer network, for example, the Internet.

When used in a LAN networking environment, the computer 1102 is coupled to the local network 1152 through a wired and/or wireless communication network interface or adapter 1156 . Adapter 1156 may facilitate wired or wireless communication to LAN 1152 , which LAN 1152 also includes a wireless access point installed therein for communicating with wireless adapter 1156 . When used in a WAN networking environment, the computer 1102 may include a modem 1158, be connected to a communication computing device on the WAN 1154, or establish communications over the WAN 1154, such as over the Internet. have other means. A modem 1158 , which may be internal or external and a wired or wireless device, is coupled to the system bus 1108 via a serial port interface 1142 . In a networked environment, program modules described for computer 1102 , or portions thereof, may be stored in remote memory/storage device 1150 . It will be appreciated that the network connections shown are exemplary and other means of establishing a communication link between the computers may be used.

The computer 1102 may be associated with any wireless device or object that is deployed and operates in wireless communication, for example, a printer, scanner, desktop and/or portable computer, portable data assistant (PDA), communication satellite, wireless detectable tag. It operates to communicate with any device or place, and phone. This includes at least Wi-Fi and Bluetooth wireless technologies. Accordingly, the communication may be a predefined structure as in a conventional network or may simply be an ad hoc communication between at least two devices.

Wi-Fi (Wireless Fidelity) makes it possible to connect to the Internet, etc. without a wired connection. Wi-Fi is a wireless technology such as cell phones that allows these devices, eg, computers, to transmit and receive data indoors and outdoors, ie anywhere within range of a base station. Wi-Fi networks use a radio technology called IEEE 802.11 (a, b, g, etc.) to provide secure, reliable, and high-speed wireless connections. Wi-Fi can be used to connect computers to each other, to the Internet, and to wired networks (using IEEE 802.3 or Ethernet). Wi-Fi networks may operate in unlicensed 2.4 and 5 GHz radio bands, for example at 11 Mbps (802.11a) or 54 Mbps (802.11b) data rates, or in products that include both bands (dual band). .

One of ordinary skill in the art of this disclosure will understand that information and signals may be represented using any of a variety of different technologies and techniques. For example, data, instructions, instructions, information, signals, bits, symbols, and chips that may be referenced in the above description are voltages, currents, electromagnetic waves, magnetic fields or particles, optical field particles or particles, or any combination thereof.

Those of ordinary skill in the art of the present disclosure will recognize that the various illustrative logical blocks, modules, processors, means, circuits, and algorithm steps described in connection with the embodiments disclosed herein include electronic hardware, (convenience For this purpose, it will be understood that it may be implemented by various forms of program or design code (referred to herein as software) or a combination of both. To clearly illustrate this interchangeability of hardware and software, various illustrative components, blocks, modules, circuits, and steps have been described above generally in terms of their functionality. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the overall system. A person skilled in the art of the present disclosure may implement the described functionality in various ways for each specific application, but such implementation decisions should not be interpreted as a departure from the scope of the present disclosure.

The various embodiments presented herein may be implemented as methods, apparatus, or articles of manufacture using standard programming and/or engineering techniques. The term article of manufacture includes a computer program, carrier, or media accessible from any computer-readable storage device. For example, computer-readable storage media include magnetic storage devices (eg, hard disks, floppy disks, magnetic strips, etc.), optical disks (eg, CDs, DVDs, etc.), smart cards, and flash drives. memory devices (eg, EEPROMs, cards, sticks, key drives, etc.). Also, various storage media presented herein include one or more devices and/or other machine-readable media for storing information.

It is to be understood that the specific order or hierarchy of steps in the presented processes is an example of exemplary approaches. Based on design priorities, it is to be understood that the specific order or hierarchy of steps in the processes may be rearranged within the scope of the present disclosure. The appended method claims present elements of the various steps in a sample order, but are not meant to be limited to the specific order or hierarchy presented.

The description of the presented embodiments is provided to enable any person skilled in the art to make or use the present disclosure. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the scope of the present disclosure. Thus, the present disclosure is not intended to be limited to the embodiments presented herein, but is to be construed in the widest scope consistent with the principles and novel features presented herein.

Claims (6)

A server that classifies and responds to service requests using a neural network,
a processor including at least one core;
a network unit for receiving at least one service request data from at least one external server; and
a memory for storing the received service request data;
including,
The processor is
Classify the stored service request data by machine learning,
transmitting the classified result of the service request data to the corresponding external server, and
Allocating a person in charge corresponding to the result of the classified service request data,
A server that uses a neural network to classify and respond to service requests. The method of claim 1,
The processor is
extracting keywords from the service request data; and
Ontologicalizing the extracted keywords,
A server that uses a neural network to classify and respond to service requests. A method of classifying and responding to a service request using a neural network, the method comprising:
Receiving at least one service request data from at least one external server in the network unit;
storing the received service request data in a memory;
classifying the stored service request data by performing machine learning through a processor;
transmitting the classified result of the service request data to the corresponding external server; and
allocating a person in charge corresponding to the classified result of the service request data;
containing,
How to classify and respond to service requests using neural networks. 4. The method of claim 3,
The step of classifying the stored service request data by performing machine learning through a processor,
extracting, by the processor, a keyword from the service request data; and
ontologyizing the extracted keywords;
containing,
A method of classifying and responding to service requests using neural networks. A computer program stored in a computer-readable storage medium, wherein the computer program, when executed on one or more processors, performs the following operations for classifying and responding to a service request using a neural network, the operations comprising:
receiving at least one service request data from at least one external server in the network unit;
storing the received service request data in a memory;
classifying the stored service request data by performing machine learning through a processor;
transmitting a result of the classified service request data to the corresponding external server; and
allocating a person in charge corresponding to a result of the classified service request data;
containing,
A computer program stored in a computer-readable storage medium.
6. The method of claim 5,
The operation of classifying the stored service request data by performing machine learning through a processor,
extracting, by the processor, a keyword from the service request data; and
an operation of ontologyizing the extracted keywords;
containing,
A computer program stored in a computer-readable storage medium.

Images