# US 10,771,408 B2 · Chatbot system and service method thereof

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- Number: US 10,771,408 B2
- Document ID: US10771408B2
- Status: Granted
- Kind: B2
- Application number: 16/123,356
- Filed: 2018-09-06
- Published: 2019-05-30
- Granted: 2020-09-08
- Earliest claimed: 2017-11-27
- Assignees: Electronics and Telecommunications Research Institute
- Applicants: Electronics and Telecommunications Research Institute
- Inventors: Joon Ho Lim; Hyun Ki Kim; Min Ho Kim; Ji Hee Ryu; Kyung Man Bae; Yong Jin Bae; Ji Hyun Wang; Hyung Jik Lee; Soo Jong Lim; Myung Gil Jang; Mi Ran Choi; Jeong Heo
- Web page: https://patentgrep.com/patent/US10771408B2

## CPC

- H04L 51/02: using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
- G06F 16/3329: Natural language query formulation
- G06F 40/30: Semantic analysis
- G06F 40/35: Discourse or dialogue representation
- G06Q 10/10: Office automation; Time management
- G06Q 50/00: Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism (healthcare informatics G16H)
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR

## Abstract

A chatbot system and method conversing with other chatbots in place of a user. The chatbot system and method understand the purpose of conversation of a user, select chatbots to which the purpose of the user is to be transferred, converse with the selected chatbots in place of the user, and present the user with a result of conversation undertaken. The chatbot system converses with provider chatbots provided by property and service providers. The chatbot system includes a consumer chatbot that understands a purpose of conversation of a user, converses with the provider chatbots in place of the user, and provides a result of the conversation to the user.

## Claims

### Claim 1

A chatbot system comprising
a consumer chatbot, executable by a processor, configured to understand a purpose of conversation of a user, converse with provider chatbots provided by property and service providers, in place of the user, and provide a result of the conversation to the user,
wherein the consumer chatbot comprises:
a consumer chatbot input comprising a user purpose recognizer recognizing a purpose of the user based on a user input conversation, and an information satisfaction determiner determining before provider chatbots are selected whether or not information in said user input conversation, which the consumer chatbot uses to converse with the provider chatbots, is satisfactory according to the recognized purpose of the user;
a chatbot-to-chatbot conversation part comprising an object provider chatbot recognizer selecting provider chatbots supposed to perform conversation, based on the purpose of the user and the satisfied information recognized via the consumer chatbot input, to allow the consumer chatbot to converse with the selected provider chatbots, a consumer chatbot inquiry generator generating an inquiry, for which the consumer chatbot is supposed to converse with the selected provider chatbots, a provider chatbot reply analyzer analyzing replies received from the provider chatbots through the conversation performed, and a purpose completion determiner determining whether or not the purpose of the user has been completed by analyzing final replies of the provider chatbots; and
a consumer chatbot output recognizing a result corresponding to the purpose of the user, from among replies of the provider chatbots, and generates a final consumer chatbot reply.

### Claim 2 (depends on 1)

The chatbot system according to claim 1, wherein the provider chatbot reply analyzer comprises an analyzer for analyzing whether or not each of the replies sent by the provider chatbots, in response to the inquiry from the consumer chatbot, contains additional information requested by the provider chatbot.

### Claim 3 (depends on 1)

The chatbot system according to claim 1, wherein the consumer chatbot output comprises:
a provider chatbot reply recognizer recognizing a result of replies, among the replies of the provider chatbots, corresponding to the purpose of the user; and
a consumer chatbot reply generator representing the result of the replies, corresponding to the purpose of the user, to the user.

### Claim 4 (depends on 3)

The chatbot system according to claim 3, wherein the provider chatbot reply recognizer extracts information regarding whether or not processing is completed in a case of a processing requesting inquiry and extracts requested information and related information in a case of an information-requesting inquiry.

### Claim 5

A chatting robot system comprising
a consumer chatbot, executable by a processor, configured to understand a purpose of conversation of a user, select one or more provider chatbots from among a plurality of provider chatbots provided by a plurality of property and service providers, converse with the selected provider chatbots in place of the user, and provide a result of the conversation to the user,
wherein the consumer chatbot comprises:
a consumer chatbot input comprising a user purpose recognizer recognizing a purpose of the user based on a user input conversation, and an information satisfaction determiner determining before provider chatbots are selected whether or not information in said user input conversation, which the consumer chatbot uses to converse with the provider chatbots, is satisfactory according to the recognized purpose of the user;
a chatbot-to-chatbot conversation part comprising an object provider chatbot recognizer selecting provider chatbots supposed to perform conversation, based on the purpose of the user and the satisfied information recognized via the consumer chatbot input, to allow the consumer chatbot to converse with the selected provider chatbots, a consumer chatbot inquiry generator generating an inquiry, for which the consumer chatbot is supposed to converse with the selected provider chatbots, a provider chatbot reply analyzer analyzing replies received from the provider chatbots through the conversation performed, and a purpose completion determiner determining whether or not the purpose of the user has been completed by analyzing final replies of the provider chatbots; and
a consumer chatbot output recognizing a result corresponding to the purpose of the user, from among replies of the provider chatbots, and generates a final consumer chatbot reply.

### Claim 6 (depends on 5)

The chatting robot system according to claim 5, wherein the provider chatbot reply analyzer comprises an analyzer for analyzing whether or not each of the replies sent by the provider chatbots, in response to the inquiry from the consumer chatbot, contains additional information requested by the provider chatbot.

### Claim 7 (depends on 5)

The chatting robot system according to claim 5, wherein the consumer chatbot output comprises:
a provider chatbot reply recognizer recognizing a result of replies, among the replies of the provider chatbots, corresponding to the purpose of the user; and
a consumer chatbot reply generator representing the result of the replies, corresponding to the purpose of the user, to the user.

### Claim 8 (depends on 7)

The chatting robot system according to claim 7, wherein the provider chatbot reply recognizer extracts information regarding whether or not processing is completed in a case of a processing requesting inquiry and extracts requested information and related information in a case of an information-requesting inquiry.

### Claim 9

A chatbot service method comprising:
recognizing, by a consumer chatbot of a chatbot system, a purpose of a user from a user input inquiry when the inquiry is input;
analyzing the user input inquiry and determining before provider chatbots are selected whether or not information in said user input inquiry, which the consumer chatbot uses to converse with provider chatbots provided by property and service providers, is satisfactory according to the recognized purpose of the user;
when the information is not satisfactory, generating and sending an inquiry to the user before provider chatbots are selected, and when the information is satisfactory, recognizing and selecting one or more object provider chatbots to converse with, based on the purpose and the information recognized from the user input inquiry;
conversing, by the consumer chatbot, with the selected provider chatbots;
recognizing a result of replies, among replies of the provider chatbots, corresponding to the purpose of the user, after completion of the conversation;
summarizing the result extracted from the recognized replies of the provider chatbots and generating a consumer chatbot reply; and
transferring the generate consumer chatbot reply to the user.

### Claim 10 (depends on 9)

The method according to claim 9, wherein conversing, by the consumer chatbot, with the selected provider chatbots comprises:
recognizing and accessing, by the consumer chatbot, an object provider chatbot to converse with, based on the purpose of the user and the information;
generating and sending, by the consumer chatbot, an inquiry to the object provider chatbot to converse with the object provider chatbot;
when a reply is received from the object provider chatbot in response to the inquiry, analyzing the reply of the object provider chatbot;
analyzing the reply of the object provider chatbot and determining whether or not the purpose of the user is completed or whether or not there is an additional information request; and
when there is the additional information request from the object provider chatbot, generating and sending, by the consumer chatbot, a reply to the additional information to the object provider chatbot, and when there is no additional information request, determining whether or not the purpose of the user is completed by the reply of the object provider chatbot.

### Claim 11 (depends on 10)

The method according to claim 10, wherein determining whether or not the purpose of the user is completed comprises:
when the purpose of the user is not completed, regenerating a consumer chatbot inquiry; and
when the purpose of the user is completed, terminating the access to the object provider chatbot and the conversation between the consumer chatbot and the object provider chatbot.