METHOD FOR PROVIDING DIALOGUE SERVICE WITH CHATBOT ASSISTED BY HUMAN AGENTS

• Main Authors: LEE, Joon Won, IM, Keum Sik, AHN, Joo Hee, PARK, Byung Jae, LEE, Jin Soo, KIM, Jin Woon, KIM, Chang Pil, KANG, Seul Gi, PARK, Young Min, KIM, Ji Hun, NAH, Bong Won, BYUN, Jean Su
• Format: Patent
• Language: English
• Published: 31.01.2019
• Subjects: ACOUSTICS; CALCULATING; COMPUTING; COUNTING; ELECTRIC COMMUNICATION TECHNIQUE; ELECTRIC DIGITAL DATA PROCESSING; ELECTRICITY; MUSICAL INSTRUMENTS; PHYSICS; SPEECH ANALYSIS OR SYNTHESIS; SPEECH OR AUDIO CODING OR DECODING; SPEECH OR VOICE PROCESSING; SPEECH RECOGNITION; TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION

Provided is a method of providing an unmanned dialogue service according to an embodiment of the inventive concept. The method includes transmitting or receiving text message data constituting a dialogue to or from a user terminal, analyzing the dialogue and determining whether an abnormal situation has occurred, transmitting an assistance request including information regarding the dialogue to a human agent management apparatus when it is determined that the abnormal situation has occurred, receiving dialogue advancement guide information, which is a response to the assistance request, from the human agent management apparatus, wherein the dialogue advancement guide information is configured using input data of a human agent input to a human agent terminal connected to the human agent management apparatus and configured to receive a task for processing the assistance request allocated by the human agent management apparatus, and continuing the dialogue using the dialogue advancement guide information.