Method for providing chatting service with chatbot assisted by human counselor

• Main Authors: BYUN, JEAN SU, KIM, CHANG PIL, LEE, JOON WON, LEE, JIN SOO, AHN, JOO HEE, PARK, BYUNG JAE, NAH, BONG WON, KANG, SEUL GI, IM, KEUM SIK, KIM, JI HUN, KIM, JIN WOON, PARK, YOUNG MIN
• Format: Patent
• Language: English; Korean
• Published: 07.02.2019
• Subjects: ACOUSTICS; CALCULATING; COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS; COMPUTING; COUNTING; DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES; MUSICAL INSTRUMENTS; PHYSICS; SPEECH ANALYSIS OR SYNTHESIS; SPEECH OR AUDIO CODING OR DECODING; SPEECH OR VOICE PROCESSING; SPEECH RECOGNITION; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR

The present invention provides an unmanned conversation service providing method assisted by a human counselor which can be automatically switched to a chat conversation service with the human counselor. According to an embodiment of the present invention, the unmanned conversation service providing method comprises the steps of: transmitting and receiving text message data constituting a conversation with a user terminal in an unmanned conversation mode; determining whether a counselor switching situation happens by analyzing the conversation; transmitting a conversation transfer request including information on the conversation to a counselor management device if the counselor switching situation happens; and automatically switching to a mode for relaying message transmission / reception between a counselor terminal and the user terminal wherein the counselor management device assigns a processing task for the conversation transfer request to the counselor terminal. 본 발명의 일 실시예에 따른 무인 대화 서비스 제공 방법은, 무인 대화 모드에서, 대화를 구성하는 텍스트 메시지 데이터를 사용자 단말과 송수신 하는 단계와, 상기 대화를 분석하여 상담원 전환 상황의 발생 여부를 판정하는 단계와, 상기 상담원 전환 상황이 발생된 것으로 판정된 경우, 상기 대화에 대한 정보를 포함한 대화 인계 요청을 상담원 관리 장치에 송신하는 단계와, 상기 상담원 관리 장치에 의하여 상기 대화 인계 요청에 대한 처리 태스크를 할당 받은 상담원 단말과 상기 사용자 단말 사이의 메시지 송수신을 중계하는 모드로 자동 전환 하는 단계를 포함한다.