System for linking chatbot services and contact center services

{
  "publication_number": "US11641384B1",
  "country": "US",
  "kind": "B1",
  "title": "System for linking chatbot services and contact center services",
  "abstract": "Disclosed is a system for linking chatbot services and contact center services, and more particularly to a system for linking chatbot services and contact center services, in which a client is allowed to receive a query processing service from at least one of other chatbot servers or other contact center servers without changing a preexisting connection state while being initially connected to a specific chatbot server or a specific contact center server, so that a user can easily use a plurality of query processing services by linking the chatbot servers and contact center servers operated by a plurality of service providers, thereby minimizing the time, efforts and costs of the user who wants to receive the plurality of query processing services through the plurality of service providers.",
  "claims": [
    "1. A system for linking chatbot services and contact center services, the system comprising: a plurality of chatbot servers operated by a plurality of service providers, and configured to provide a query processing service that generates a response to a query received from a client and transmits the response to the client; a plurality of contact center servers operated by a plurality of service providers, and configured to provide a query processing service that generates a response to a query received from a client and transmits the response to the client; a client configured to receive a query processing service from at least one different chatbot server or at least one contact center server while being initially connected to one specific chatbot server among the plurality of chatbot servers, or receive a query processing service from a different contract center server or a specific chatbot server by call forwarding of the specific contact center server when a request for accessing the different contact center server or the specific chatbot server is made while being initially connected to one specific contact center server among the plurality of contact center servers; and an the integrated operation server configured to process a query processing service to be relayed between the client and at least one contact center server when the client wants to receive the query processing service from the at least one contact center server while being initially connected to one specific chatbot server among the plurality of chatbot servers, and process a query processing service to be relayed between the client and the specific chatbot server when the client requests an access to the specific chatbot server while being connected to the specific contact center server.",
    "2. The system of claim 1, wherein the specific chatbot server to which the client is initially connected is configured to transmit information about the service providers cooperating in a link service and link information for linking the chatbot servers and contact center servers operated by the service providers to the client.",
    "3. The system of claim 2, wherein: when a user makes inputs on a link intention mark and one of the service providers operating the chatbot server and then makes an input for a link query, the client transmits the link query to the chatbot server operated by the service provider corresponding to the input and receives the query processing service, and when the user makes inputs on the link intention mark and one of the service providers operating the contact center server and then makes an input for a link query, the client transmits the link query to the integrated operation server and receives the query processing service from the contact center server operated by the service provider corresponding to the input through relaying of the integrated operation server.",
    "4. The system of claim 3, wherein the integrated operation server that has received a link query is configured to make a phone call to the contact center server, convert the link query into a voice, transmit the voice the contact center server, receive a response from the contact center server, convert the response into a text, and transmit the text to the client.",
    "5. The system of claim 1, wherein the specific contact center server to which the client is initially connected is configured to store and manage information about the service providers cooperating in a link service and link information for linking the contact center servers and chatbot servers operated by the service providers.",
    "6. The system of claim 5, wherein: when receiving a link intention mark and information about one of the service providers operating the contact center server from the client, the specific contact center server performs call forwarding while transmitting session initiation protocol (SIP) information about the client to the contact center server operated by the service provider, the information of which has been received, so that the client can receive the query processing service from the contact center server operated by the corresponding service provider, and when receiving the link intention mark and information about one of the service providers operating the chatbot server from the client, the specific contact center server performs call forwarding while transmitting SIP information about the client to the integrated operation server, so that the client can receive the query processing service from the chatbot server operated by the server provider, the information of which has been received, through relaying of the integrated operation server.",
    "7. The system of claim 6, wherein the integrated operation server that performs the relaying is configured to access the chatbot server, receive a link query from the client, convert the link query into a text, transmit the text to the chatbot server, receive a response from the chatbot server, convert the response into a voice, and transmit the voice to the client."
  ],
  "description_excerpt": "The disclosure relates to a system for linking chatbot services and contact center services, and more particularly to a system for linking chatbot services and contact center services, which allows a client to receive a query processing service from at least one of other chatbot servers or other contact center servers without changing a preexisting connection state while being initially connected to a specific chatbot server or a specific contact center server, so that a user can easily use a plurality of query processing services by linking the chatbot servers and contact center servers operated by a plurality of service providers, thereby minimizing the time, efforts and costs of the user who wants to receive the plurality of query processing services through the plurality of service providers.\n\nWith the recent expansion of messenger use environments through smartphones and the recent development of artificial intelligence, customers and companies have wanted to contact each other through messaging services, and therefore a chatbot system that helps the customers and the companies to find solutions with interactive services based on natural language processing has been in the limelight. Such a chatbot system refers a system that originally means a chatter robot system, and may also be called a talking robot.\n\nChatbots are being used in various fields such as electronic commerce, banking, etc. to support customer, acquire information, and so on. For example, Bank of America, Starbucks, Disney, and the like companies are employing the chatbots in taking orders and serving customers.",
  "cpc": [
    "H04L 65/1096",
    "G06F 16/90335",
    "G06F 16/955",
    "G06Q 50/10",
    "G06Q 50/50",
    "G10L 13/08",
    "G10L 15/26",
    "H04L 51/02",
    "H04L 51/046",
    "H04L 51/214",
    "H04L 65/1104"
  ],
  "ipc": [
    "H04L 51/02",
    "H04L 65/1096",
    "H04L 65/1104"
  ],
  "assignees": [
    "Mindwareworks Co Ltd"
  ],
  "inventors": [
    "Jae In LEE",
    "Hyun Sun Cho",
    "Seong Kuk Mun",
    "Kyung Taek PARK"
  ],
  "filing_date": "2022-08-22",
  "publication_date": "2023-05-02",
  "grant_date": "2023-05-02",
  "priority_date": "2022-05-16",
  "application_number": "US-202217892123-A",
  "family_id": "83318856",
  "cited_by_count": 4,
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}