Samsung Sds Co., Ltd.

Joo Hee Ahn

Jin Soo Lee

Young Min Park

Ji Hun Kim

Keum Sik Im

Byung Jae Park

Jean Su Byun

Chang Pil Kim

Seul Gi Kang

Jin Woon Kim

Bong Won Nah

Joon Won Lee

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 in an unmanned dialogue model, analyzing the dialogue to determine whether a counselor switching situation has occurred, transmitting a dialogue handover request including information regarding the dialogue to a counselor management apparatus when it is determined that the counselor switching situation has occurred, and automatically switching into a mode for relaying transmission or reception of messages between the user terminal and a counselor terminal that receives a task for processing the dialogue handover request allocated by the counselor management apparatus.

Method for providing chatting service with chatbot assisted by human counselor

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.

Method for providing dialogue service with chatbot assisted by human agents

Growing community of inventors

Seoul, South Korea

Joo Hee Ahn