Chatbot development system with natural language processing

Abstract

The present invention relates to a system (1) for recording the audio of users (B) who request support through the contact center or branches of banks with their permission; processing the requests and performed transactions with natural language processing method; scanning whether the transaction has a response in the chatbot (A) tools of the bank with artificial intelligence; and starting automatic operation in order to add requests that are not in the chatbot (A).

Description

[0001] CHATBOT DEVELOPMENT SYSTEM WITH NATURAL LANGUAGE PROCESSING

[0002] Technical Field

[0003] The present invention relates to a system for recording the audio of users who request support through the contact center or branches of banks with their permission; processing the requests and performed transactions with natural language processing method; scanning whether the transaction has a response in the chatbot tools of the bank with artificial intelligence; and starting automatic operation in order to add requests that are not in the chatbot.

[0004] Background of the Invention

[0005] Today, there are systems that are configured to receive input from the customer as audio through the customer service system, to understand the audio input with natural language processing methods and to run a chatbot with this input. However, when the chatbot has no response to the input, the feature of the system to automatically open a record is not available.

[0006] For this reason, considering the studies and deficiencies included in the current technique, it is understood that there is a need for a system for recording the audio of users who request support through the contact center or branches of banks with their permission; processing the requests and performed transactions with natural language processing method; scanning whether the transaction has a response in the chatbot tools of the bank with artificial intelligence; and starting automatic operation in order to add requests that are not in the chatbot. The Great Britain patent document no. GB2573097A, an application included in the state of the art, discloses a system configured to validate data with audio and text input provided to a chatbot. The invention comprises a data processing system and a data management system; customer relationship management (CRM) system, in a first network, a natural language processing (NLP) system 210 located outside the first network, and an interface application adapted to receive one or more natural language messages, from a user. The messages are forwarded to the NLP system for processing. A message is received from the NLP system, based on the natural language messages, which is used to invoke an operation at the data management system. This allows the use of a commercial cloud-based chatbot system without allowing this third-party system to directly invoke the application interface of the CRM system. Sensitive customer data sent to the NLP system may be masked via encryption. Also disclosed is a data validation method for a natural language processing system involving receiving a data object comprising data extracted from a natural language exchange by the natural language processing system, retrieving additional data from a custom payload of the data object, validating the extracted data using the following. Depending on the additional data and the result of the validation, a validation response is sent to the system. The NLP system accepts text or audio as input.

[0007] Summary of the Invention

[0008] An object of the present invention is to realize a system developed with the aim of recording the audio of users who request support through the contact center or branches of banks with their permission; processing the requests and performed transactions with natural language processing method; scanning whether the transaction has a response in the chatbot tools of the bank with artificial intelligence; and starting automatic operation in order to add requests that are not in the chatbot.

[0009] Detailed Description of the Invention “Chatbot Development System With Natural Language Processing” realized to fulfil the objective of the present invention is shown in the figure attached, in which:

[0010] Figure 1 is a schematic view of the inventive system.

[0011] The components illustrated in the figure are individually numbered, where the numbers refer to the following:

[0012] 1. System

[0013] 2. Mobile device

[0014] 3. Server

[0015] A. Chatbot

[0016] B. User

[0017] The inventive system (1) developed with the aim of recording the audio of users (B) who request support through the contact center or branches of banks with their permission; processing the requests and performed transactions with natural language processing method; scanning whether the transaction has a response in the chatbot (A) tools of the bank with artificial intelligence; and starting automatic operation in order to add requests that are not in the chatbot (A) comprises at least one mobile device (2) which is configured to exchange data by using any remote communication protocol and to run at least one application thereon; at least one server (3) which is configured to establish connection with the mobile device (2) by using any communication protocol; to access information through the mobile device (2) whether the user (B) has given permission for audio and video recording or not; to scan the request with artificial intelligence models with the Large Language Model integration module; to scan the content with NLP; to check whether the transaction is in the Chatbot (A) or not, with artificial intelligence; and to enable the transaction to be added automatically if a transaction that has no response in the Chatbot (A) is detected.

[0018] The mobile device (2) included in the inventive system (1) is configured to exchange data by using any remote communication protocol and to run at least one application thereon. The mobile device (2) is a device in the form of a cell phone. The mobile device (2) is configured to enable the user (B) to communicate with bank support personnel. The mobile device (2) is configured to enable the user (B) to / not to give permission for audio and video recording. The mobile device (2) is configured to establish connection with the server (3) by using any remote communication protocol included in the state of art.

[0019] The server (3) included in the inventive system (1) is configured to establish connection with the mobile device (2) by using any communication protocol included in the state of art. The server (3) is configured to access information through the mobile device (2) whether the user (B) has given permission for audio and video recording or not. The server (3) is configured to terminate the transaction when it accesses information through the mobile device (2) that the user (B) has not given permission for audio and video recording. The server (3) is configured to record the dialog between the user (B) and the assisting bank personnel when it accesses information through the mobile device (2) that the user (B) has given permission for audio and video recording. The server (3) is configured to scan the request of the user (B) with artificial intelligence models with the Large Language Model integration module when it accesses information through the mobile device (2) that the user (B) has given permission for audio and video recording. The server (3) is configured to provide the user (B) with recommendations related to the transactions. The server (3) is configured to complete the user (B) transactions and to scan the content with NLP (Natural Language Processing). The server (3) is configured to check whether the transaction performed for the user (B) is in the Chatbot (A) or not, with artificial intelligence. The server (3) is configured to enable the transaction to be added automatically if a transaction that has no response in the Chatbot (A) is detected.

[0020] Industrial Application of the Invention

[0021] In the inventive system (1), it is enabled to record the audio of users (B) who request support through the contact center or branches of banks with their permission; to process the requests and performed transactions with natural language processing method; to scan whether the transaction has a response in the chatbot (A) tools of the bank with artificial intelligence; and to start automatic operation in order to add requests that are not in the chatbot (A).

[0022] Within these basic concepts; it is possible to develop various embodiments of the inventive “Chatbot Development System (1) With Natural Language Processing”; the invention cannot be limited to examples disclosed herein and it is essentially according to claims.

Claims

CLAIMS1. A system (1) developed with the aim of recording the audio of users (B) who request support through the contact center or branches of banks with their permission; processing the requests and performed transactions with natural language processing method; scanning whether the transaction has a response in the chatbot (A) tools of the bank with artificial intelligence; and starting automatic operation in order to add requests that are not in the chatbot (A); comprising at least one mobile device (2) which is configured to exchange data by using any remote communication protocol and to run at least one application thereon; and characterized by at least one server (3) which is configured to establish connection with the mobile device (2) by using any communication protocol; to access information through the mobile device (2) whether the user (B) has given permission for audio and video recording or not; to scan the request with artificial intelligence models with the Large Language Model integration module; to scan the content with NLP; to check whether the transaction is in the Chatbot (A) or not with artificial intelligence; and to enable the transaction to be added automatically if a transaction that has no response in the Chatbot (A) is detected.

2. A system (1) according to Claim 1; characterized by the mobile device (2) which is a device in the form of a cell phone and is configured to exchange data by using any remote communication protocol and to run at least one application thereon.

3. A system (1) according to Claim 1 or 2; characterized by the mobile device (2) which is configured to enable the user (B) to communicate with bank support personnel.

4. A system (1) according to Claim 3; characterized by the mobile device (2) which is configured to enable the user (B) to / not to give permission for audio and video recording.

5. A system (1) according to any one of the preceding claims; characterized by the mobile device (2) which is configured to establish connection with the server (3) by using any remote communication protocol.

6. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to establish connection with the mobile device (2) by using any communication protocol7. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to access information through the mobile device (2) whether the user (B) has given permission for audio and video recording or not.

8. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to terminate the transaction when it accesses information through the mobile device (2) that the user (B) has not given permission for audio and video recording.

9. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to record the dialog between the user (B) and the assisting bank personnel when it accesses information through the mobile device (2) that the user (B) has given permission for audio and video recording.

10. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to scan the request of the user (B)with artificial intelligence models with the Large Language Model integration module when it accesses information through the mobile device (2) that the user (B) has given permission for audio and video recording.

11. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to provide the user (B) with recommendations related to the transactions.

12. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to complete the user (B) transactions and to scan the content with NLP.

13. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to check whether the transaction performed for the user (B) is in the Chatbot (A) or not, with artificial intelligence.

14. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to enable the transaction to be added automatically if a transaction that has no response in the Chatbot (A) is detected.

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