User support apparatus and system using agents
First Claim
1. A user support system comprising:
- a first block which has an electronic collection of user utterances, and identifies a content of a given user utterance; and
a second block which has an electronic collection of action patterns for an agent for responding to user utterances, and enables the agent to respond to the given user utterance;
wherein the user utterance collection and the agent action collection are separately constructed by configuring the first block and the second block separately.
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Abstract
A user support system using an agent technology is provided. An entrance server identifies a user utterance by matching it with a collection of anticipated user utterances. An index search is performed to identify the content of the user utterance. A specialized server to respond to the user utterance is determined according to the identified user utterance. The specialized server has a collection of action patterns of an agent for responding to the user utterance. The agent supports the user to search information or navigates the user to access desired information by friendly talking with the user. The entrance server is configured as a portal site and a plurality of the specialized servers is provided for each specialized field.
118 Citations
30 Claims
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1. A user support system comprising:
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a first block which has an electronic collection of user utterances, and identifies a content of a given user utterance; and
a second block which has an electronic collection of action patterns for an agent for responding to user utterances, and enables the agent to respond to the given user utterance;
wherein the user utterance collection and the agent action collection are separately constructed by configuring the first block and the second block separately. - View Dependent Claims (3, 4, 5, 6)
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2. The system of claim 2, wherein the system is connected with a user terminal via a network, and the first block and the second block are configured as different network nodes.
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7. The system of clam 4, wherein the first block further includes an index storing unit that stores an index of contents of the user utterance collection, and the search unit initially searches the given user utterance for the index storing unit.
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8. A user support system, comprising:
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an electronic collection of user utterances;
an index storing unit that stores an index of contents of the user utterance collection;
an utterance obtaining unit which obtains an utterance inputted by the user;
an utterance search unit which identifies a content of the obtained utterance by conducting a search using the index; and
an electronic collection of actions of an agent for responding to the identified utterance, wherein a response to the identified utterance is performed by the agent. - View Dependent Claims (9, 10, 12)
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11. A translation system comprising:
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a first block which has an electronic collection of user utterances, and identifies a content of a given user utterance; and
a second block which has an electronic dictionary file for translating the user utterance, and provides the user with an expression corresponding to the utterance in another language;
wherein the first block and the second block are configured as different nodes accessing a network so that the user utterance collection and the dictionary file are separately constructed. - View Dependent Claims (14, 15, 17, 18, 19, 20, 21)
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13. An translation system comprising:
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an electronic collection of user utterances;
an utterance search unit which identifies a content of a given user utterance using the user utterance collection;
a dictionary file which describes correspondence between multiple languages for anticipated utterances of the user;
a function block which offers a predefined service to the user;
a target language setting unit which sets a language that is used by any number of users who assemble virtually to receive the offered service as a target language for translation; and
a corresponding expression search unit which compares a content of an utterance given by any one of said users, which is identified by the utterance search unit, with the dictionary file and identifies an expression corresponding to the utterance in the target language;
wherein the function block offers the corresponding expression embedded in said service.
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16. A user support apparatus comprising:
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a first block which has an electronic collection of user utterances, and identifies a content of a given user utterance; and
a second block which has an electronic collection of action patterns for an agent for responding to user utterances, and enables the agent to respond to the user utterances, wherein the user utterance collection includes a general utterance library that stores general user utterances and a specialized utterance library that stores utterances related to a specialized field of the agent.
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22. A user support apparatus comprising:
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an utterance identification block which has an electronic collection of user utterances, and identifies a content of a given user utterance; and
a response block which has an electronic collection of action patterns for a first agent for responding to user utterances, and enables the first agent to respond to the user utterances, wherein the utterance identification block has an additional collection of anticipated utterances to which the first agent should react among utterances that a second agent make to the user, and identifies a content of an utterance of the second agent if the utterance of the second agent exists in the additional utterance collection, and wherein the response block has an additional collection of action patterns for the first agent for reacting to the utterances of second agent, and enables the first agent to occasionally react to the utterances of the second agent. - View Dependent Claims (23, 24, 25, 26, 27, 28, 30)
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29. The system of clam 28, wherein the utterance identification block further includes an index storing unit that stores an index of contents of the user utterance collection, and the search unit initially searches the given user utterance in the index storing unit.
Specification