APPARATUS AND METHOD FOR CUSTOMER INTERACTION SERVICE

• US 20160142544A1
• Filed: 11/04/2015
• Published: 05/19/2016
• Est. Priority Date: 11/19/2014
• Status: Abandoned Application

• Current Assignee: Electronics and Telecommunications Research Institute
• Original Assignee: Electronics and Telecommunications Research Institute
• Inventors: OH, Hyo-Jung, KIM, Hyun-Ki, RYU, Pum-Mo, BAE, Yong-Jin, LEE, Chung-Hee, LIM, Soo-Jong, LIM, Joon-Ho, JANG, Myung-Gil, CHOI, Mi-Ran, HEO, Jeong
• Application Number:
  US14/932,248
• Publication Number:
  US 20160142544A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G10L 15/1822 Parsing for meaning understanding
• CPC Class Codes: G10L 25/54 for retrieval
• CPC Class Codes: G10L 25/63 for estimating an emotional state

Abstract

An apparatus and method for customer interaction service is provided. The apparatus for customer interaction comprises a customer interaction information DB configured to map voice of customer(VOC) with customer interaction information responding to the VOC by a service provider and store the result; a VOC collecting unit configured to collect VOC in a text or voice form; a VOC analyzing unit configured to extract target texts to be analyzed from the collected VOC and analyze the extracted text to provide analysis result including the subject of VOC; an interaction information searching unit configured to search VOC related to the collected VOC from the customer interaction information DB by using the analysis result; and a response providing unit configured to determine suitability of each customer interaction information related to the collected VOC to provide the best response to the customer based on the determined suitability.

Claims

1. An apparatus for customer interaction services comprising:

a customer interaction information DB configured to map voice of customer(VOC) with customer interaction information responding to the VOC by a service provider and store the result;

a VOC collecting unit configured to collect VOC in a text or voice form;

a VOC analyzing unit configured to extract target texts to be analyzed from the collected VOCs and analyze the extracted text to provide analysis result including the subject of VOC;

an interaction information searching unit configured to search VOC related to the collected VOC from the customer interaction information DB by using the analysis result; and

a response providing unit configured to determine suitability of each customer interaction information related to the collected VOC to provide the best response to the customer based on the determined suitability.

2. The apparatus for customer interaction services of claim 1, wherein the VOC analyzing unit comprises:

a preprocessing module configured to perform a preprocessing process to extract texts and metadata of target contents to be analyzed from the collected VOC;

a linguistic analysis module configured to perform linguistic analysis through morphological analysis and named entity recognition for the extracted text;

an emotion analysis module configured to perform emotion analysis using the result from the linguistic analysis to understand customer intention;

a classification module configured to classify the result from the linguistic analysis and the emotion analysis based on classification scheme predetermined by business types; and

an extraction module configured to extract a keyword representing the collected VOC from the classified result.

3. The apparatus for customer interaction services of claim 2, wherein the preprocessing module converts the VOC in the voice form to in the text form by using voice recognition technique.

4. The apparatus for customer interaction services of claim 2, wherein the linguistic analysis module recognizes issues written in a variety of lexicons, dissatisfaction expressions or inquiry expressions from the extracted text.

5. The apparatus for customer interaction services of claim 1, wherein the response providing unit comprises:

a suitability determination module configured to determine suitability for the customer interaction information mapped to the VOC related to the collected VOC and rank the customer interaction information based on the determined suitability;

a selection module configured to select customer interaction information which is above a predetermined criterion rank from the ranked customer interaction information; and

a response module configured to perform an automatic response which provides the selected customer interaction information to a customer or a passive response which connects a counselor to a customer.

6. The apparatus for customer interaction services of claim 5, wherein the response module performs an automatic response when the selected customer interaction information is higher than a predetermined rank threshold and performs a passive response when it is lower.

7. The apparatus for customer interaction services of claim 1, further comprising a VOC managing unit configured to analyze new VOC received from a customer or analyze difference between new VOC and existing VOC to control VOC analysis methods or VOC response methods.

8. The apparatus for customer interaction services of claim 7, wherein the VOC managing unit comprises:

a statistics managing module configured to estimate and manage statistics of the VOC stored in the customer interaction information DB and the customer interaction information;

a monitoring module configured to monitor progresses of the issues derived through the keyword extraction;

a risk detecting module configured to determine an issue with high customer'"'"'s dissatisfaction among the monitored issues as a risk and to report the result to a corresponding service provider; and

a feedback reflecting module configured to recommend situational decision plan or reaction plan to the service provider based on the result from the statistics managing module, the monitoring module or the risk detecting module.

9. The apparatus for customer interaction services of claim 8, wherein the feedback reflecting module adjusts and reviews a predetermined classification scheme to re-perform VOC analysis when new VOC content is a risk which is very different from the customer interaction information stored in the customer interaction information DB or is required for subdivided classification.

10. The apparatus for customer interaction services of claim 8, wherein the feedback reflecting module recommends reeducation of workers through decision-making of the service provider for a risk related to the response to VOC.

11. The apparatus for customer interaction services of claim 8, wherein the feedback reflecting module recommends publicity or marketing activities for a risk associated with dissatisfaction due to lack of information.

12. The apparatus for customer interaction services of claim 8, wherein the feedback reflecting module recommends decision-making related to product improvement for a risk associated with dissatisfaction related to the product.

13. A method for customer interaction services which is performed by an apparatus for customer interaction services using a customer interaction information DB configured to map voice of customer (VOC) with customer interaction information responding to the VOC by a service provider and store the result, the method comprising:

collecting VOC in a text or voice form;

extracting target texts to be analyzed from the collected VOC and analyzing the extracted text to provide analysis result including the subject of VOC;

searching VOC related to the collected VOC from the customer interaction information DB by using the analysis result; and

determining suitability of each customer interaction information related to the collected VOC to provide the best response to the customer based on the determined suitability.

14. The method of claim 13, wherein the step for estimating analysis result comprises:

performing a preprocessing process to extract texts and metadata of target contents to be analyzed from the collected VOC;

performing linguistic analysis through morphological analysis and named entity recognition for the extracted text;

performing emotion analysis using the result from the linguistic analysis to understand customer intention;

classifying the result from the linguistic analysis and the emotion analysis based on classification scheme predetermined by business types; and

extracting a keyword representing the collected VOC from the classified result.

15. The method of claim 14, wherein the step for performing preprocessing process comprises converting the VOC in the voice form to in the text form by using voice recognition technique.

16. The method of claim 14, wherein the step for performing linguistic analysis comprises recognizing issues written in a variety of lexicons, dissatisfaction expressions or inquiry expressions from the extracted text.

17. The method of claim 13, wherein the step for providing the best response comprises:

determining suitability for the customer interaction information mapped to the VOC related to the collected VOC to rank the customer interaction information based on the determined suitability;

selecting customer interaction information which is above a predetermined criterion rank from the ranked customer interaction information; and

performing an automatic response which provides the selected customer interaction information to a customer or a passive response which connects a counselor to a customer.

18. The method of claim 17, wherein the step for performing an automatic response which provides the selected customer interaction information to a customer or a passive response comprises:

performing an automatic response when the selected customer interaction information is higher than a predetermined rank threshold and performs a passive response when it is lower.

19. The method of claim 13, further comprising analyzing new VOC received from a customer or analyzing difference between new VOC and existing VOC to control VOC analysis methods or VOC response methods.