Method for providing chatting service with chatbot assisted by human counselor

Patent metadata

Field	Value
Publication number	US-10698933-B2
Application number	US-201816045063-A
Country	US
Kind code	B2
Filing date	Jul 25, 2018
Priority date	Jul 25, 2017
Publication date	Jun 30, 2020
Grant date	Jun 30, 2020

Abstract

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 in an unmanned dialogue model, analyzing the dialogue to determine whether a counselor switching situation has occurred, transmitting a dialogue handover request including information regarding the dialogue to a counselor management apparatus when it is determined that the counselor switching situation has occurred, and automatically switching into a mode for relaying transmission or reception of messages between the user terminal and a counselor terminal that receives a task for processing the dialogue handover request allocated by the counselor management apparatus.

First claim

What is claimed is:

1. A method of providing an unmanned dialogue service, which is performed by an unmanned dialogue service apparatus, the method comprising:
transmitting or receiving text message data constituting a dialogue to or from a user terminal in an unmanned dialogue model;
analyzing the dialogue and determining whether a counselor switching situation has occurred;
based on determining that the counselor switching situation has occurred, transmitting a dialogue handover request including information regarding the dialogue to a counselor management apparatus; and
automatically switching into a mode for transmitting or receiving messages between the user terminal and a counselor terminal that receives a task for processing the dialogue handover request allocated by the counselor management apparatus,
wherein the determining whether the counselor switching situation has occurred comprises determining that the counselor switching situation has occurred based on a dialogue model of the dialogue being a scenario model and slot filling not being completed after a user answer being made a predetermined number of times.

2. The method of claim 1 ,
wherein the determining whether the counselor switching situation has occurred further comprises determining that the counselor switching situation has occurred based on a predetermined expression being detected from text constituting the dialogue, and
wherein the predetermined expression comprises a keyword and a natural language expression indicating a human-counselor-dedicated task.

3. The method of claim 1 , wherein the determining whether the counselor switching situation has occurred further comprises:
identifying an intention of a message recently received from the user terminal; and
determining that the counselor switching situation has occurred based on the identified intention being a request for processing a human-counselor-dedicated task.

4. The method of claim 1 , wherein the determining whether the counselor switching situation has occurred further comprises:
detecting a negative expression from text constituting the dialogue that is received from the user terminal; and
determining whether a counselor switching situation has occurred by using at least one from among a number of abnormal situations detected and a frequency of abnormal situations detected.

5. The method of claim 1 , wherein the determining whether the counselor switching situation has occurred further comprises determining that the counselor switching situation has occurred based on an expression for calling a counselor being detected from text constituting the dialogue that is received from the user terminal.

6. The method of claim 1 , wherein the determining whether the counselor switching situation has occurred further comprises determining that the counselor switching situation has occurred based on it not being possible to identify an intention of a message recently received from the user terminal according to a dialogue model of the dialogue, and a counter-question for identifying the intention being asked at least a predetermined number of times.

7. The method of claim 1 , wherein the determining whether the counselor switching situation has occurred further comprises determining that the counselor switching situation has occurred based on a duration of the dialogue exceeding a reference time.

8. A method of providing an unmanned dialogue service, which is performed by an unmanned dialogue service apparatus, the method comprising:
transmitting or receiving text message data constituting a dialogue to or from a user terminal in an unmanned dialogue model;
analyzing the dialogue and determining whether an abnormal situation has occurred;
based on determining that the abnormal situation has occurred, transmitting an assistance request including information regarding the dialogue to a human agent system; and
automatically switching into a mode for transmitting or receiving messages between the user terminal and a counselor terminal according to a counselor switching command input of a human agent through a human agent terminal, the human agent terminal being connected to the human agent system, and the human agent terminal receiving a task for processing the assistance request allocated by the human agent system,
wherein the determining whether the abnormal situation has occurred comprises:
detecting a negative expression from text constituting the dialogue that is received from the user terminal; and
determining whether the abnormal situation has occurred using at least one from among a number of negative expressions detected and a frequency of negative expressions detected.

9. The method of claim 8 , wherein the human agent terminal provides a user interface for additionally allowing an input for a command of returning to the unmanned dialogue model.

10. An unmanned dialogue service apparatus comprising:
an utterance data input interface configured to transmit or receive text message data constituting a dialogue to or from a user terminal in an unmanned dialogue model; and
a counselor switching situation determiner configured to:
analyze the dialogue and determine whether a counselor switching situation has occurred;
transmit a dialogue handover request including information regarding the dialogue to a counselor management apparatus based on it being determined that the counselor switching situation has occurred; and
automatically switch, for the dialogue, into a mode for transmitting or receiving messages between the user terminal and a counselor terminal that receives a task for processing the dialogue handover request allocated by the counselor management apparatus,

wherein the determining whether the counselor switching situation has occurred comprises determining that the counselor switching situation has occurred based on a dialogue model of the dialogue being a scenario model and slot filling not being completed after a user answer being made a predetermined number of times.

11. The unmanned dialogue service apparatus of claim 10 ,
wherein the counselor switching situation determiner is further configured to determine that the counselor switching situation has occurred based on a predetermined expression being detected from text constituting the dialogue, and
wherein the predetermined expression comprises a keyword and a natural language expression indicating a human-counselor-dedicated task.

12. The unmanned dialogue service apparatus of claim 10 , wherein the counselor switching situation determiner is further configured to:
identify an intention of a message recently received from the user terminal, and
determine that the counselor switching situation has occurred based on the identified intention being a request for processing a human-counselor-dedicated task.

13. The unmanned dialogue service apparatus of claim 10 , wherein the counselor switching situation determiner is further configured to:
detect a negative expression from text constituting the dialogue that is received from the user terminal, and
determine whether the counselor switching situation has occurred by using at least one from among a number of abnormal situations detected and a frequency of abnormal situations detected.

14. The unmanned dialogue service apparatus of claim 10 , wherein the counselor switching situation determiner is configured to determine that the counselor switching situation has occurred based on an expression for calling a counselor being detected from text constituting the dialogue that is received from the user terminal.

15. The unmanned dialogue servic

Assignees

• Samsung Sds Co Ltd

Inventors

• Kim Jin Woon
• Kim Chang Pil
• Kim Ji Hun
• Lee Joon Won
• Nah Bong Won
• Park Byung Jae
• Kang Seul Gi
• Lee Jin Soo
• Im Keum Sik
• Ahn Joo Hee
• Park Young Min
• Byun Jean Su

Classifications

• H04L51/02 Primary

  using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages · CPC title

• H04L51/216

  Handling conversation history, e.g. grouping of messages in sessions or threads · CPC title

• G10L2015/225

  Feedback of the input speech · CPC title

• G06F16/3334 Primary

  Selection or weighting of terms from queries, including natural language queries · CPC title

• G06F16/3329

  Natural language query formulation · CPC title