SYSTEM AND METHOD FOR PROVIDING AGENT SERVICE TO USER TERMINAL

• US 20150058373A1
• Filed: 08/21/2014
• Published: 02/26/2015
• Est. Priority Date: 08/22/2013
• Status: Active Grant

• Current Assignee: LG CNS Company Limited (LG Corporation)
• Original Assignee: LG CNS Company Limited (LG Corporation)
• Inventors: Park, Sung Woo, AHN, Jee Won, Kang, Nam Kyu, Park, Dong Kuk
• Granted Patent: US 9,684,711 B2
• Time in Patent Office: Days
• US Class Current: 707/767
• CPC Class Codes: G06F 16/3322 using system suggestions G06F16/3325 takes precedence
• CPC Class Codes: G06F 16/3329 Natural language query formulation or dialogue systems
• CPC Class Codes: G06F 16/90324 using system suggestions

Abstract

A method may provide an agent service to a user terminal by including receiving a user instruction from the user terminal, determining whether at least one agent reply to at least one keyword included in the user instruction is able to be searched for in a database, providing at least one suggestive query to the user terminal to allow a search for the at least one agent reply, receiving at least one set of additional information with respect to the at least one suggestive query from the user terminal, and providing the at least one agent reply to the user terminal based on the at least one set of additional information.

Claims

1. A method of providing an agent service to a user terminal, the method comprising:

receiving a user instruction;

determining whether at least one agent reply to at least one keyword included in the user instruction is to be searched;

providing at least one suggestive query to the user terminal based on a result of the determining whether the agent reply is able to be searched;

receiving, from the user terminal, additional information with respect to the suggestive query; and

providing the agent reply to the user terminal based on the received additional information.

2. The method of claim 1, wherein the providing of the agent reply includes executing at least one preset agent service corresponding to the user instruction.

3. The method of claim 1, wherein the determining of whether the agent reply is to be searched includes determining whether the user instruction includes parameters for the agent reply based on a predetermined standard, and

when the user instruction is determined to not include the parameters, the providing of the suggestive query includes providing, to the user terminal, the suggestive query with respect to the user instruction.

4. The method of claim 3, further comprising:

providing, to the user terminal, the agent reply based on the user instruction when the user instruction is determined to include the parameters.

5. The method of claim 1, further comprising:

extracting the keyword from the received user instruction.

6. The method of claim 1, wherein the suggestive query is provided based on a graphic output method.

7. The method of claim 6, wherein the suggestive query provides, in a form of a checkbox, at least one candidate keyword included in a category associated with the keyword.

8. The method of claim 7, wherein the suggestive query is provided in a form of a tree corresponding to the category.

9. The method of claim 1, wherein when the agent reply to the keyword is not found in a database based on the additional information, the method further comprises:

selecting an expert corresponding to the keyword by referring to the database;

receiving at least one expert reply to the keyword from the expert; and

providing the expert reply to the user terminal.

10. The method of claim 9, wherein when the expert corresponding to the keyword is absent, the method further comprises:

providing the suggestive query to the user terminal to allocate the expert for the user instruction;

receiving the additional information with respect to the suggestive query from the user terminal;

selecting the expert corresponding to the additional information; and

receiving the expert reply to the additional information from the expert.

11. The method of claim 10, further comprising:

storing, in the database, the keyword, the additional information, and the expert reply.

12. The method of claim 9, wherein the providing of the expert reply to the user terminal includes providing a communication channel between the expert and the user terminal.

13. The method of claim 1, further comprising:

storing, in the database, the keyword, the additional information, and the agent reply.

14. A non-transitory computer-readable recording medium comprising a program to cause a computer to perform the method of claim 1.

15. A method of providing an agent service to a user terminal, the method comprising:

receiving a user instruction from the user terminal;

determining whether at least one agent reply to at least one keyword included in the user instruction is to be searched;

determining whether the user instruction includes parameters for the agent reply based on a predetermined standard; and

providing the agent reply to the user terminal based on additional information.

16. A non-transitory computer-readable recording medium comprising a program to cause a computer to perform the method of claim 15.

17. A system for providing an agent service to a user terminal, the system comprising:

a user instruction receiver to receive a user instruction;

a keyword determiner to determine whether at least one agent reply to at least one keyword included in the user instruction is to be searched;

a suggestive query provider to provide at least one suggestive query to the user terminal to allow a search for the agent reply;

an additional information receiver to receive additional information with respect to the suggestive query from the user terminal; and

an agent reply provider to provide the agent reply to the user terminal based on the additional information.

18. The system of claim 17, wherein the agent reply provider executes at least one preset agent service corresponding to the user instruction.

19. The system of claim 17, wherein the keyword determiner determines whether the user instruction includes parameters for the agent reply based on a predetermined standard, and

wherein, when the user instruction is determined to not include the parameters, the suggestive query provider provides the suggestive query with respect to the user instruction to the user terminal.

20. The system of claim 19, wherein when the user instruction is determined to include the parameters, the agent reply provider provides the agent reply to the user terminal based on the user instruction.

21. The system of claim 17, further comprising:

a keyword extractor to extract the keyword from the received user instruction.

22. The system of claim 17, wherein when the agent reply to the keyword is not found in a database based on the additional information, the system further comprises:

an expert selector to select an expert corresponding to the keyword by referring to the database;

an expert reply receiver to receive at least one expert reply to the keyword from the expert; and

an expert reply provider to provide the expert reply to the user terminal.

23. The system of claim 22, wherein when the expert corresponding to the keyword is absent, the suggestive query provider provides the suggestive query to the user terminal to allocate the expert for the user instruction,

the additional information receiver receives the additional information with respect to the suggestive query from the user terminal,

the expert selector selects the expert corresponding to the additional information, and

the expert reply receiver receives the expert reply to the additional information from the expert.

24. The system of claim 23, further comprising:

a storing unit to store, in the database, the keyword, the additional information, and the expert reply.

25. The system of claim 24, wherein the storing unit stores, in the database, the keyword, the additional information, and the agent reply.