Method for providing dialogue service with chatbot assisted by human agents
Provided is a method of providing an unmanned dialogue service according to an embodiment of the inventive concept. The method includes transmitting or receiving text message data constituting a dialogue to or from a user terminal, analyzing the dialogue and determining whether an abnormal situation has occurred, transmitting an assistance request including information regarding the dialogue to a human agent management apparatus when it is determined that the abnormal situation has occurred, receiving dialogue advancement guide information, which is a response to the assistance request, from the human agent management apparatus, wherein the dialogue advancement guide information is configured using input data of a human agent input to a human agent terminal connected to the human agent management apparatus and configured to receive a task for processing the assistance request allocated by the human agent management apparatus, and continuing the dialogue using the dialogue advancement guide information.
1. A method comprising:
providing, by an unmanned dialogue service apparatus, an unmanned dialogue service that includes transmitting to and receiving from a user terminal, by the unmanned dialogue service apparatus, text message data constituting a dialogue;
analyzing, by the unmanned dialogue service apparatus, the dialogue and identifying whether an abnormal situation has occurred;
based on identifying that the abnormal situation has occurred, transmitting, by the unmanned dialogue service apparatus, an assistance request including information regarding the dialogue to a human agent management apparatus;
receiving, by the unmanned dialogue service apparatus, dialogue advancement guide information from the human agent management apparatus; and
continuing, by the unmanned dialogue service apparatus, the unmanned dialogue service by using the received dialogue advancement guide information to advance the dialogue,
wherein the dialogue advancement guide information is generated based on a human agent designating, on a human agent terminal, one of a plurality of candidate options, in response to the transmitted assistance request,
wherein the plurality of candidate options includes a response to the transmitted assistance request based on the information regarding the dialogue included in the transmitted assistance request,
wherein the human agent terminal receives a task for processing the transmitted assistance request from the human agent management apparatus,
wherein the dialogue advancement guide information comprises information for designating the one of the plurality of candidate options, and
wherein the continuing the unmanned dialogue service comprises applying the designated one of the plurality of candidate options to create a response message for a message received.
2. The method of claim 1 , wherein the identifying whether the abnormal situation has occurred comprises:
detecting a negative expression from text constituting the dialogue that is received from the user terminal; and
identifying whether the abnormal situation has occurred by using at least one from among a number of detections of the negative expression and a frequency of detections of the negative expression.
3. The method of claim 1 , wherein the identifying whether the abnormal situation has occurred comprises identifying that the abnormal situation has occurred based on an expression for calling a counselor being detected from text constituting the dialogue that is received from the user terminal.
4. The method of claim 1 , wherein the identifying whether the abnormal situation has occurred comprises identifying that the abnormal situation has occurred based on an inability to identify an intention of the message received from the user terminal according to a dialogue model of the dialogue, and
wherein the assistance request comprises a plurality of candidate intentions of the message received according to the dialogue model of the dialogue.
5. The method of claim 4 , wherein the receiving the dialogue advancement guide information comprises:
adding a matching of the message received and an actual intention to supervised-learning-based training data; and
updating a model for identifying the intention of the message received from the user terminal by using the supervised-learning-based training data.
6. The method of claim 1 , wherein the identifying whether the abnormal situation has occurred comprises identifying that the abnormal situation has occurred based on the message received from the user terminal belonging to a dialogue domain that is not supported by a chatting bot currently in service.
7. The method of claim 1 , wherein the continuing the unmanned dialogue service comprises:
switching into a mode for transmitting or receiving a message between a counselor terminal and the user terminal according to input of a counselor switching command of the human agent through the human agent terminal based on it being identified that the abnormal situation has occurred.
8. The method of claim 7 , wherein the switching into the mode for transmitting or receiving the message between the counselor terminal and the user terminal comprises automatically converting a speech style of a counselor input message input to the counselor terminal into a speech style of a character employed by the unmanned dialogue service, and transmitting the message to the user terminal.
9. The method of claim 7 , wherein the human agent terminal provides a user interface for enabling the counselor switching command to be selectively input depending on the abnormal situation.
10. The method of claim 1 , wherein the continuing the unmanned dialogue service comprises:
switching into a mode for making a voice call between a counselor terminal and the user terminal according to input of a voice call switching command of the human agent through the human agent terminal based on identifying that the abnormal situation has occurred.
11. An unmanned dialogue service apparatus comprising:
a network communication interface configured to provide an unmanned dialogue service that includes transmitting to and receiving from a user terminal text message data constituting a dialogue; and
a processor configured to:
analyze the dialogue and identify whether an abnormal situation has occurred;
transmit an assistance request including information regarding the dialogue to a human agent management apparatus based on identifying that the abnormal situation has occurred, configured to receive dialogue advancement guide information from the human agent management apparatus; and
continue the unmanned dialogue service by using the received dialogue advancement guide information to advance the dialogue,
wherein the dialogue advancement guide information is generated based on a human agent designating, on a human agent terminal, one of a plurality of candidate options, in response to the transmitted assistance request,
wherein the plurality of candidate options includes a response to the transmitted assistance request based on the information regarding the dialogue included in the transmitted assistance request,
wherein the human agent terminal receives a task for processing the transmitted assistance request from the human agent management apparatus,
wherein the dialogue advancement guide information comprises information for designating the one of the plurality of candidate options, and
wherein the continuing the unmanned dialogue service comprises applying the designated one of the plurality of candidate options to create a response message for a message received.
12. The unmanned dialogue service apparatus of claim 11 , wherein the processor is further configured to:
detect a negative expression from text constituting the dialogue that is received from the user terminal; and
identify whether the abnormal situation has occurred by using at least one from among a number of detections of the negative expression and a frequency of detections of the negative expression.
13. The unmanned dialogue service apparatus of claim 11 , wherein the processor is further configured to identify that the abnormal situation has occurred based on an expression for calling a counselor being detected from text constituting the dialogue that is received from the user terminal.
14. The unmanned dialogue service apparatus of claim 11 , wherein the processor is further configured to, based on the message received from the user terminal belonging to a dialogue domain that is not supported by a chatting bot currently in service, identify that the abnormal situation has occurred.
15. The unmanned dialogue service apparatus of claim 11 , wherein the processor is further configured to:
switch into a mode for transmitting or receiving a message between a counselor terminal and the user terminal according to input of a counselor switching command of the human agent through the human agent terminal based on identifying that the abnormal situation has occurred.
16. The unmanned dialogue service apparatus of claim 15 , wherein the human agent terminal provides a user interface for enabling the counselor switching command to be selectively input depending on the abnormal situation.
17. The unmanned dialogue service apparatus of claim 11 , wherein the processor is further configured to:
switch into a mode for making a voice call between a counselor terminal and the user terminal according to input of a voice call switching command of the human agent through the human agent terminal based on identifying that the abnormal situation has occurred.