US 2026/0089260 A1 · INTELLIGENT CALL CENTER CONSULTATION SYSTEM AND METHOD

Abstract

Provided are an intelligent call center consultation system and method which automatically perform some of consultation business that is performed by human consultants. The intelligent call center consultation system includes a user reception unit configured to receive a voice or text input from a user terminal, an intelligent consultation unit configured to automatically generate a consultation response to a user inquiry, a consultant transceiver unit configured to perform the transmission and reception of information to and from a consultant terminal, a response provision unit configured to provide the user terminal with a response that is automatically generated by the intelligent consultation unit and a response of the human consultant from the consultant transceiver unit.

Claims18

Dependent claims

An intelligent call center consultation system comprising:

a user reception unit configured to receive a voice or text input from a user terminal;
an intelligent consultation unit configured to automatically generate a consultation response to a user inquiry;
a consultant transceiver unit configured to perform a transmission and reception of information to and from a consultant terminal;
a response provision unit configured to provide the user terminal with a response that is automatically generated by the intelligent consultation unit and a response of the human consultant from the consultant transceiver unit;
a ranking response storage unit configured to store two or more responses that are rankable with respect to a request from an identical user when the two or more responses are present;
and
a reinforced learning unit configured to train a compensation model of the intelligent consultation unit by using the two or more responses.

4 more elements

An intelligent call center consultation method comprising:

an inquiry input step of receiving a voice or text input from a user terminal;
a response generation step of automatically generating a consultation response to a user inquiry;
a response provision step of an automatically generated response to a user terminal;
a ranking response storage step of storing two or more responses that are rankable with respect to a request from an identical user when the two or more responses are present;
and
a reinforced learning step of training a compensation model by using the two or more responses.

3 more elements

Dependencies are inferred from the claim text.

Intelligent call center consultation system and method

Life of this patent

Intelligent call center consultation system and method

Life of this patent

Abstract

Claims18