System and method for providing agent service to user terminal

• US 9,684,711 B2
• Filed: 08/21/2014
• Issued: 06/20/2017
• Est. Priority Date: 08/22/2013
• Status: Active Grant

• Current Assignee: LG CNS Company Limited (LBHunet Co., Ltd.)
• Original Assignee: LG CNS Company Limited (LBHunet Co., Ltd.)
• Inventors: Kang, Nam Kyu, Park, Dong Kuk, Park, Sung Woo, Ahn, Jee Won
• Primary Examiner(s): Lu, Charles
• Application Number:
  US14/465,450
• Publication Number:
  US 20150058373A1
• Time in Patent Office: 1,034 Days
• 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, at a server, a user instruction from the user terminal;

extracting, at the server, a keyword from the received user instruction;

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

in response to the server determining that the user instruction includes the parameters, providing, to the user terminal, the agent reply based on the user instruction; and

in response to the server determining that the user instruction does not include the parameters, the method including;

a) providing, from the server and to the user terminal, at least one suggestive query with respect to the user instruction;

b) receiving, at the server and from the user terminal, additional information with respect to the suggestive query; and

c) in response to receiving the additional information and determining that the agent reply is not found in a database based on the received additional information, performing the following;

selecting an expert corresponding to the extracted keyword by referring to the database,

receiving at least one expert reply to the extracted keyword from the expert, and

providing the expert reply to the user terminal by providing a communication channel between the expert and the user terminal,

wherein when the expert corresponding to the extracted keyword is absent, the method further comprises;

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

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

selecting, at the server, the expert corresponding to the additional information; and

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

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 suggestive query is provided based on a graphic output method.

4. The method of claim 3, wherein the suggestive query provides, in a form of a checkbox, at least one candidate keyword included in a category associated with the keyword.

5. The method of claim 4, wherein the suggestive query is provided in a form of a tree corresponding to the category.

6. The method of claim 1, further comprising:

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

7. The method of claim 1, further comprising:

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

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

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

receiving, at a server, a user instruction from the user terminal;

extracting, at the server, a keyword from the received user instruction;

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

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

in response to the server determining that the user instruction includes the parameters for the agent replay, providing, to the user terminal, the agent reply based on the user instruction; and

in response to the server determining that the user instruction does not include the parameters for the agent reply, the method including;

providing, from the server and to the user terminal, at least one suggestive query;

receiving, at the server, additional information based on the suggestive query; and

in response to the additional information from the user terminal and determining that the agent reply is not found in a database based on the additional information, the method further comprising;

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

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

providing the expert reply to the user terminal by providing a communication channel between the expert and the user terminal,

wherein when the expert corresponding to the extracted keyword is absent, the method further comprises;

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

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

selecting, at the server, the expert corresponding to the additional information; and

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

10. A non-transitory computer-readable recording medium comprising a program to cause a computer to perform the method of claim 9.