KR101506434B1 - Method of counsulting with changing a text to a voice - Google Patents

Abstract

The present invention relates to a method for converting a text into a voice and converting the text into voice and converting the text into voice and transmitting the converted voice to the customer terminal when a customer requests a consultation by voice through a customer terminal The present invention provides a method for providing a plurality of images to a user. In order to achieve the above object, according to the present invention, there is provided a method of switching a text to speech by consulting a voice, comprising the steps of: when a telephone consultation request is received from a customer terminal using voice, Selecting at least one of the lists; Transmitting at least one of the question list or the answer list to an agent terminal used by an agent to answer the telephone consultation request; Transmitting, by the consultation server, voice transmitted from the customer terminal to an agent voice receiving apparatus used by the agent; Converting the answer of the text form into an answer of a voice form and transmitting the answer to the client terminal when a text type answer to the question transmitted by the voice is transmitted from the agent terminal; And when the answer from any one of the answer lists is selected and transmitted from the agent terminal as a response to the question sent by the voice, the consultation server converts the answer to a voice form answer, .

Description

METHOD OF COUNSULTING WITH CHANGING A TEXT TO VOICE [0002]

The present invention relates to a method for providing various kinds of consultation services using a telephone.

As the society develops, various kinds of services are being provided. When the above-mentioned services are provided, generally, instructions on how to use and the like are provided.

However, since the content of the services and the procedures for using the services are complicated, it is difficult for customers using the services to fully understand the contents of the services.

Also, during the use of the services, various kinds of situations that customers have not thought about can occur.

In this case, generally, customers can receive various information related to the service through a customer center operated by a company providing the service.

As a first method, the customer can obtain additional information about the service using a telephone consultation method.

For example, in order to obtain additional information such as credit card delinquent amount confirmation, monthly usage amount confirmation, cash service application, etc., a customer using a credit card may use an automatic response system (ARS) operated by a credit card company providing the credit card ).

The automatic answering system (ARS) collects the basic information about the customer, connects the waiting agent to the customer, and the customer can obtain various information through the telephone consultation with the agent.

However, the conventional telephone consultation method as described above has a problem that the work efficiency is not high because the stress of the counselor is increased. In other words, among the clients who are talking with the agent, the agent is stressing the counselors by asking the agent about extreme abuse or inquiring about the contents that are not related to the work.

As a second method, the customer can obtain additional information about the service using a chat-based consultation method.

That is, in order to solve the problem of the first method described above, a method in which a client and an agent exchanges text with eyes and hands is used in a chat. The above-described method of exchanging text is a method of allowing a customer and an agent to ask and answer a question on a network using a terminal such as a computer by using a chat system, and is mainly used for a visitor reception in a small shopping mall.

However, customers who can not use a communication terminal, such as a computer, can not use the above method of exchanging text. That is, the above-described method using text has a limitation in that it can provide consulting services to extremely limited customers.

In addition, as the society becomes more complex and diverse, various kinds of troubles and problems arise. In order to solve such problems and problems, the government or local governments have various kinds of counseling centers (for example, suicide prevention Counseling, etc.) and accusatory centers.

In this case, the users can use a counseling center or a complaint center or the like through the methods as described above. However, even in such a case, the same problems as described above may appear.

SUMMARY OF THE INVENTION The present invention has been made to solve the above-described problems, and it is an object of the present invention to provide a method and apparatus for transmitting a text to a client terminal, The present invention also provides a method of consulting by switching the text to speech.

According to another aspect of the present invention, there is provided a method for converting a text into a speech and consulting a speech according to the present invention, Selecting at least one of a question list or a list of answers related to the user; Transmitting at least one of the question list or the answer list to an agent terminal used by an agent to answer the telephone consultation request; Transmitting, by the consultation server, voice transmitted from the customer terminal to an agent voice receiving apparatus used by the agent; Converting the answer of the text form into an answer of a voice form and transmitting the answer to the client terminal when a text type answer to the question transmitted by the voice is transmitted from the agent terminal; And when the answer from any one of the answer lists is selected and transmitted from the agent terminal as a response to the question sent by the voice, the consultation server converts the answer to a voice form answer, .

According to the present invention, the following effects can be provided.

First, the cost of counseling can be saved because the counselor does not have to do the talking work.

Second, since the consulting server converts the text into voice and provides the customer with the mechanical tone answer, the customer who issues the rigid claim can maintain the psychological stability while consulting.

Third, counselors who work at home can conduct counseling even in a noisy environment.

Fourth, the consultation server can not only store the voice between the customer and the consultant as a file but also store the contents of the answer of the consultant as text through the present invention. In this case, the saved texts may be used as reference answers for other agents.

Fifth, according to the present invention, the answer voice reaches the customer after a certain period of time after the customer asks the question. Therefore, when the customer asks a question once, he or she can organize the contents and ask questions, so that the consultation process can proceed quickly.

Sixth, according to the present invention, a customer center or a counseling center can provide an answer with the gender, age, and voice intended by the counselor irrespective of the gender, age, and speech of the counselor.

1 is a block diagram of an embodiment of a consulting system to which a method for consulting text by converting speech according to the present invention is applied.
FIG. 2 is a configuration diagram of an embodiment of the consultation server shown in FIG. 1. FIG.
FIG. 3 is a flowchart of an embodiment of a method for consulting text by switching speech according to the present invention. FIG.
4 is a diagram illustrating an example of a screen output from an agent terminal, which is applied to a method of consulting text by switching to text according to the present invention.

Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings.

FIG. 1 is a block diagram of a consulting system according to an embodiment of the present invention. FIG. 2 is a block diagram of the consulting server shown in FIG. 1. Referring to FIG.

As shown in FIG. 1, a consultation system to which a method for consulting a text to speech according to the present invention is applied includes a consultation server 20 for converting text to speech and providing speech, An agent terminal 30 for transmitting the text entered by the agent wearing the agent voice receiving apparatus 40 to the consultation server 20 and a voice input by the customer to the consultation server 20, To the consultation server (20) through the client terminal (10).

First, the consultation server 20 can be basically a server capable of network communication. The consultation server 20 transmits the voice transmitted from the customer terminal 10 to one of the agent voice receiving apparatuses 40 of the plurality of agent voice receiving apparatuses 40, Converts the text transmitted from the agent terminal 30 used by the agent wearing the telephone terminal 10 into voice and transmits the voice to the customer terminal 10.

That is, the consultation server 20 is connected to the agent voice receiving apparatus 40 and the agent terminal 30 corresponding to the number of the agents.

When the telephone counseling request is received from the client terminal 10, the counseling server 20 selects any one of the waiting agents and transmits the voice to the agent voice receiving apparatus 40 used by the selected counselor do.

Further, when text is transmitted from the agent terminal 30 used by the selected agent, the text is converted into speech and transmitted to the client terminal.

2, the consultation server 20 receives a voice from the customer terminal 10 via the network, transmits the voice to the agent voice receiving apparatus 40, An input unit 23 for inputting various control signals from an administrator of the consultation server, an input unit 23 for inputting various control signals from a manager of the consultation server, a user using the customer terminal 10, An output unit 25 for outputting various kinds of monitoring information related to the consultation, and an output unit 25 for outputting a text form answer Into an answer in a voice form and includes the customer terminal 10 via the interface 21.

Here, the consultation server 20 may be provided in a customer center providing information related to various A / Ss after the sale of a product or a service, or may be provided in various counseling centers operated by the government or local government have.

Second, the consultant voice receiving apparatus 40 can be used as the consultant voice receiving apparatus 40. That is, the agent voice receiving apparatus 40 is connected to the consulting server 20 and outputs the voice transmitted from the consulting server 20. [

Here, the agent voice receiving apparatus 40 may be various types and types of terminals capable of receiving and outputting voice, such as a headphone, a headset, an earset, a speakerphone, and the like.

Third, the agent terminal 30 may be a personal computer (PC) generally used at present. In addition to a personal computer (PC), a terminal such as a tablet PC may also be used. That is, the agent terminal 30 can use various types of terminals capable of communicating with the consultation server 20 and processing various information.

Fourth, the customer terminal 10 is a terminal capable of performing voice communication with the consultation server 20 via a network, and may be a fixed telephone or a smart phone. Also, the customer terminal 10 can use various types of terminals supporting voice communication through a network, such as a personal computer (PC), a tablet PC, and the like.

Hereinafter, a method of switching the text according to the present invention, which is executed in the consulting system, to voice and consulting as described above will be described in detail.

FIG. 3 is a flow chart of an embodiment of a method for consulting text by switching to text according to the present invention. FIG. 4 is a flowchart illustrating a method of consulting a text Fig.

The method for switching the text to speech according to the present invention is to select a task corresponding to the telephone consultation request received from the customer terminal 10 (S302) as shown in FIG. 3 (S302) A step S304 of transmitting the question list or the answer list to the agent terminal 30 used by the selected agent and transmitting the voice transmitted from the client terminal 10 to the agent voice receiving apparatus 40 used by the selected agent S306), converting the text type answer sent from the agent terminal 30 into a voice type answer and transmitting the answer to the client terminal 10 (S308), and selecting the answer selected from the agent terminal 30 as a voice form And transmitting the converted response to the customer terminal 10 (S310).

≪ 1. Work Selection Step (S302) >

In the job selection step S302, when the telephone counseling request is received using the voice from the customer terminal 10, the consultation server 20 uses the automatic answering service to select a telephone number corresponding to the telephone counseling request Select at least one of a list of questions related to the task or a list of answers.

That is, when the customer using the service provided by the manager or the like of the consultation server 20 has a question about the service, the customer calls the consultation server 20 using the customer terminal 10 .

First, when the customer terminal 10 is connected to the consultation server 20, the consultation server 20 inquires whether the customer is subscribed to the service.

Next, the consultation server 20 inquires the personal information of the customer and confirms the contents of the service in which the customer is registered.

Next, the consultation server 20 confirms what task the customer wants to ask through the telephone consultation request.

Finally, the consultation server 20 selects at least one of a question list or an answer list related to the task.

The above-described step of selecting a business entity (S302) may be performed through an automatic response service. That is, the consultation server receives the resident registration number or the card number of the customer using the preset answering service, and can select the business contents to be asked.

However, the present invention does not necessarily require the automatic answering service. That is, in the present invention, the agent terminal 30 and the customer terminal 10 can be connected immediately without going through the automatic answering service.

≪ 2. List transmission step (S304) >

In step S304, the counseling server 20 transmits the question list or the answer list related to the task to the counseling terminal 30 used by the selected counselor, ), Transmits at least one of the question list or the answer list.

That is, the consultation server 20 selects an agent who is not in consultation with at least one of the at least one agent, and transmits the at least one of the question list or the answer list to the agent terminal 30 used by the selected agent .

First, the consultation server 20 confirms whether there is an agent who is not in consultation with the current customer among at least one agent.

If it is determined that all counselors are currently in consultation as a result of the check, the counseling server 20 transmits a message requesting to wait for a while because all the counselors are currently consulting using the automatic answering service, To the terminal (10).

Finally, if it is determined that there is an agent who is not consulted as a result of the checking, the counseling server 20 transmits at least one of the question list or the answer list to the agent terminal 30.

FIG. 4 shows a monitor of the agent terminal 30 from which the question list 33 and the answer list 35 are output.

Here, the question list 33 is a set of questions that customers mainly ask in relation to the task. That is, in the question list 33, as shown in FIG. 4, questions 36 that customers mainly ask are included in the form of Question 1 to Question N. The questions 36 included in the question list 33 may be continuously uploaded or changed.

Also, the answer list 35 is a set of answers to each question 36 included in the question list 33. That is, each of the questions (36) included in the question list (33) is mapped to a plurality of answers (34) in the form of Answer 1 to Answer M. The answers 34 included in the answer list 35 may be continuously uploaded or changed.

The counseling server 20 may transmit the content of the task selected in the task selection step S302 to the agent terminal 30. The agent terminal 30 may receive a task window 32 And output the job content to the server.

In addition, the consultation server 20 may transmit a task selection menu to the agent terminal 30 to change the contents of the task, and output the task selection menu 31 to the task selection window 31 as shown in FIG. 4 have.

≪ 3. Voice transmission step (S306) >

The counseling server 20 transmits the voice transmitted from the customer terminal 10 to the counselor voice receiving apparatus 40 used by the counselor in step S306, And transmits the voice transmitted from the customer terminal.

That is, the consultation server 20 transmits at least one of the question list 33 and the answer list 35 to the agent terminal 30, while the client terminal 10, (40), and transmits the voice received from the customer terminal (10) to the agent voice receiving apparatus (40).

≪ 4. Converting the answer of the text form into the answer of the voice form (S308)

The counseling server 20 converts the answer of the text form sent from the agent terminal 30 into a voice form answer and transmits the response to the client terminal 10 in step S308. Converts the text type answer into a voice type answer and transmits it to the customer terminal 10 when the text type answer to the question transmitted by the voice is transmitted.

First, the consultant confirms the question of the customer through the voice of the customer received through the agent voice receiving apparatus 40.

Next, the counselor directly inputs an answer corresponding to the question through the input unit (keyboard or the like) of the agent terminal 30.

Next, the agent terminal 30 transmits the text-type answer inputted through the input unit to the consultation server 20. [

Next, the consultation server 20 converts the text type answer into a voice type answer. Here, the method of converting the text type answer into the voice type answer can be applied to any one of currently used methods.

That is, the method of converting text into speech is still used in other technical fields, and technologies for this are also disclosed in patent documents and the like. In the present invention, such a text-to-speech conversion technique can be used as it is. Therefore, a detailed description of the text-to-speech conversion technique is omitted.

Finally, the consultation server 20 transmits a voice-type answer to the customer terminal 10.

The customer can obtain information on matters that he / she has wondered through the voice type answer transmitted through the customer terminal 10.

The consultation server 20 not only stores the voice between the customer and the agent as a file but also stores the contents of the answer of the agent as text through the above process. In this case, the saved texts may be used as reference answers for other agents.

≪ 5. Converting the selected answer into the answer of the voice form (S310)

The consultant server 20 converts the answer selected by the agent terminal 30 into a voice form answer and transmits the answer to the customer terminal 10 in step S310, (34) of the answer list (35) is selected and transmitted, the answer is converted into a voice form answer and transmitted to the customer terminal (10).

First, the consultant confirms the question of the customer through the voice of the customer received through the agent voice receiving apparatus 40.

Next, if the agent can directly input the answer corresponding to the question, he can directly input the answer as described in step S308 of converting the text type answer to the voice type answer. However, if it is difficult to input the answer directly or does not know the definite answer, the user selects a question corresponding to the question requested by the customer in the question list 33 as shown in FIG.

Next, when the agent selects one of the questions 36 included in the question list 33, the agent terminal 30 transmits the inquiry 36 as shown in FIG. 4, And outputs an answer list 35 mapped to the answer list 35. [

Next, the agent selects an answer (34) that can be used as an answer to the question asked by the customer, out of the questions included in the answer list (35).

In this case, the agent may select the answer 34 directly from the answer list 35, without selecting the question 36 through the question list 33. [

That is, if there are not many questions related to the selected task, the counseling server 20 may transmit only the answer list 35 without transmitting the question list 33 to the counseling terminal 30. In this case, the agent may directly select an answer 34 from the answer list 35 that can be mapped with the question asked by the customer.

Next, the agent terminal 30 transmits the answer (34) selected in the answer list (35) to the consultation server (20). In this case, the agent may modify a part of the selected answer 34, and then transmit the modified answer to the consultation server 20.

Next, the consultation server 20 converts the selected answer (34) into a voice form answer. Here, the method of converting the text type answer into the voice type answer may be applied to any method currently used, as described above.

Finally, the consultation server 20 transmits a voice-type answer to the customer terminal 10.

The customer can obtain information on matters that he / she has wondered through the voice type answer transmitted through the customer terminal 10.

That is, the step of converting the answer selected from the answer list into the answer of the voice form and transmitting the answer to the customer terminal 10 (S310) is mapped to the selected question list when any one of the question lists 33 is selected Outputting an answer list (35) to the agent terminal (30); And the answer list 34 of the answer list 35 are selected and transmitted to the consultant server 30, the consultation server 30 converts the answer 34 into a voice form answer and transmits it to the customer terminal 10 The method comprising the steps of:

However, when the keyword for the question is transmitted from the agent terminal 30 in step S310, the selected answer in the answer list is converted into a voice form answer and transmitted to the client terminal 10, (20) transmits an answer list mapped with the keyword to the agent terminal; and when any one of the answer lists is selected and transmitted, the consultation server (20) And transmitting the converted data to the customer terminal 10.

That is, in the above description, the method of selecting the specific answer 34 by the agent while the answer list 35 is being output to the agent terminal 35 has been described. However, in the present invention, the keyword may be transmitted to the consultation server 20 when the consultant listens to the question of the customer and outputs the keyword related to the query through the input unit of the agent terminal 30. [ The consultation server 20 can transmit the answer list mapped to the keyword to the agent terminal 30 using the keyword. The counselor can select a specific answer from the answer list transmitted from the counseling server 20. The selected answer is transmitted to the counseling server 20 and converted into a voice form answer, Lt; / RTI >

Also, as described in the list transmission step S304, the consultation server 20 can transmit the content of the task selected in the task selection step S302 to the agent terminal 30, The server 30 may output the job content to the job window 32 as shown in FIG. In addition, the consultation server 20 may transmit a task selection menu to the agent terminal 30 to change the contents of the task, and output the task selection menu 31 to the task selection window 31 as shown in FIG. 4 have.

In this case, in the method of switching the text according to the present invention to voice, the consultation server 20 transmits a task selection menu to the agent terminal capable of selecting a task other than the task corresponding to the phone counseling request And transmitting the list of tasks to the agent terminal 30 when the task selection menu is selected from the agent terminal 30, And transmitting the at least one of the question list 33 or the answer list 35 mapped to the selected task to the agent terminal 30 when any one of the tasks is selected.

That is, the customer may be asked questions related to the first task and may be asked to answer questions related to the second task not related to the first task.

In this case, the agent can select the second task using the task selection menu displayed on the task selection window 31. [

In this case, the agent terminal 30 may output a question list 33 and an answer list 35 related to the second task transmitted from the consultation server 20, And may output the contents of the second task to the window 32. [

In addition, the consultation server 20 may be provided with information such as "You!", "Would you like to wait a moment?", "Could you please tell me again?", "Do you have any further questions?" May be previously converted into speech and stored. The counselor can select a shortcut key or the like whenever the contents are needed. If the shortcut key is selected, the consultant server 20 can transmit a voice corresponding to the content mapped to the shortcut key to the customer terminal 10. In this case, since the agent's typing time and the time passing through the speech synthesis engine can be reduced, the agent can quickly respond even while the customer is talking.

Also, "Hello, Agent ㅇ ㅇ ㅇ", "Thank you, Agent ㅇ ㅇ was." And the like can be converted into speech and stored in the consultation server 20 in advance. In this case, the consultation server 20 may automatically transmit the voice to the client terminal 10 at the moment when the client terminal 10 and the agent terminal 30 are connected and at the moment the agent terminates the connection .

A method of switching the text to speech according to the present invention as described above will be briefly summarized as follows.

A method for switching text to speech according to the present invention is a method in which when a customer requests a consultation by voice through a customer terminal such as a telephone, an agent inputs a content to be answered to a customer on a keyboard, To the customer.

That is, in the present invention, when a customer delivers a voice to a mouth via a telephone, an agent listens to a voice of a customer by ears, and the agent inputs a content of the response as a text, the consultation server transmits the text And transmits the converted voice to the customer's ear through a telephone call.

According to the present invention, since the consultant does not need to labor for words, the cost required for consultation can be saved.

In addition, customers can experience the feeling of communicating with a robot that fully understands a person's words.

In addition, since the counseling server responds with a mechanical tone, the customer who issues the stiffness claim can continue the counseling while remaining psychologically stable, thereby maximizing the answers he or she desires to obtain.

Further, in the case of a consultation center which requires a lot of repetitive answers, since the consultant can easily answer the question of the customer by copying or pasting the previously designated text, or by processing with the button having the above-mentioned function, Work efficiency can be increased.

Further, in the present invention, since a speech synthesis solution is used instead of a human voice, the demand for a speech synthesis solution can be expanded.

 It will be understood by those skilled in the art that the present invention may be embodied in other specific forms without departing from the spirit or essential characteristics thereof. It is therefore to be understood that the above-described embodiments are illustrative in all aspects and not restrictive. The scope of the present invention is defined by the appended claims rather than the detailed description and all changes or modifications derived from the meaning and scope of the claims and their equivalents are to be construed as being included within the scope of the present invention do.

10: user terminal 20: consulting server
30: Agent terminal 40: Agent voice receiving apparatus

Claims (7)

Selecting at least one of a question list or an answer list related to a task corresponding to the telephone consultation request when a telephone consultation request is received from a customer terminal using voice;
Transmitting at least one of the question list or the answer list to an agent terminal used by an agent to answer the telephone consultation request;
Transmitting, by the consultation server, voice transmitted from the customer terminal to an agent voice receiving apparatus used by the agent;
Converting the answer of the text form into an answer of a voice form and transmitting the answer to the client terminal when a text type answer to the question transmitted by the voice is transmitted from the agent terminal;
Outputting an answer list mapped to the selected question list to the agent terminal when any one of the question lists is selected as a response to the question transmitted from the agent terminal;
Converting the answer to a voice form answer and transmitting the answer to the customer terminal when the answer of any one of the answer list is selected and transmitted;
When the answer selected from the answer list is transmitted in a modified state, the consultation server converts the corrected answer into an answer of a voice form and transmits the answer to the customer terminal; And
And the consultation server converts the text including the step of adding the text type answer sent from the agent terminal to the answer list. delete The method according to claim 1,
Converting the answer selected from the answer list into a voice form answer and transmitting the answer to the customer terminal,
When the keyword for the question is transmitted from the agent terminal, the consultation server transmits an answer list mapped to the keyword to the agent terminal; And
Wherein the consultation server converts the answer to a voice form answer and transmits the answer to the customer terminal when the answer of any one of the answer list is selected and transmitted. The method according to claim 1,
Transmitting, by the consultation server, a task selection menu to the agent terminal, the task selection menu allowing the user to select a task other than the task corresponding to the phone counseling request;
When the task selection menu is selected from the agent terminal, transmitting a task list describing all tasks to the agent terminal;
And transmitting at least one of a question list or an answer list mapped to the selected task to the agent terminal when one of the tasks is selected. delete delete The method according to claim 1,
And transmitting the voice mapped to the shortcut key to the customer terminal when the selection information for the predetermined shortcut key is received from the agent terminal.

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