Intelligent communication secretary system

Abstract

To provide an intelligent communication secretary system capable of integrating a plurality of communication modules, and generating outline data.SOLUTION: In an intelligent communication secretary system 3, an intelligent interactive unit 31 includes an intelligent interactive module 311, and an interactive type outline generation module 312, and a database unit 32 includes a knowledge storage module 322 and a history interactive storage module 323. The intelligent interactive module interacts with a user using a first communication system 21. The knowledge storage module stores interactive type knowledge, provides the interactive type knowledge to the intelligent interactive module so as to interact with the user, and generates a first interactive type content. The history interactive storage module 323 stores an interactive type history content, and the interactive type outline generation module 312 analyzes the interactive type history content, and generates interactive type outline data.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to a communication system, and more particularly to an intelligent communication secretary system capable of generating outline data by integrating a plurality of communication modules. [Background technology]

[0002] In market competition, service plays a very important role, and excellent customer service is the key to a company's success. For example, customer service can help customers solve their problems, act as a bridge between customers and the company, find the company's shortcomings and optimize services to increase customer loyalty, and achieve mutual benefits between the company and customers through service. Customer service (customer service work) includes accepting customer inquiries and answering customer questions, or an agent performing customer service work. Services can create value for customers and provide them with the support and assistance they need.

[0003] Traditional customer service channels include telephone customer service in the early days, which has gradually shifted to online messaging and email, and now also introduces intelligent virtual customer service (AI) to interact with customers. AI can not only understand customer needs but also answer questions about the company, improving the efficiency of customer service. Intelligent virtual customer service can gradually replace some human resources, but in actual operation, people and intelligent computers must work together to provide a better customer service experience.

[0004] Furthermore, video conferencing (also known as web conferencing) allows people within an organization to communicate through a platform that supports video on computers, smart devices, or remote collaboration tools. During work, this type of communication tool helps remote employees connect and collaborate in real time. Of course, video conferencing software can also be used for communication between companies and customers. Corporate meetings are typically content-heavy. While audio and video recordings can provide a complete record of the meeting content, the data can become scattered and unwieldy, and it takes a lot of time to organize the meeting's key points.

[0005] During a meeting discussion, participants usually need to temporarily display some information or images or refer to related expertise. If participants are not prepared, it will take a considerable amount of time to search for files, which will not only waste time in the meeting but also cause frustration to other participants and customers.

[0006] Furthermore, while there are many options for traditional communications and video conferencing software, different communications software are not compatible with each other. For example, some communications modules only have the function of making calls, while traditional telephones only provide a conversation function. After a company speaks with a customer, the customer service representative can only explain the content of the call step by step according to the service item. The customer must record the main points of the call themselves. If a company needs to provide related data, they must send it separately by mail or provide a dedicated representative.

[0007] As can be seen from the above description, using traditional communication software and video conferencing software has the following drawbacks:

[0008] 1. It takes a lot of time to organize the main points of a conversation. Conventional communication software and video conferencing software only allow users to transmit images and audio, and users must manually record the main points of a conversation. While audio and video recording programs can be used to memorize meeting and customer service data, users must repeatedly watch and listen to the memorized data to organize the main points of the conversation, which takes a lot of time. 2. Content cannot be accessed at any time. Traditional communication software and video conferencing software cannot directly record the content of voice conversations or video conferences in transcript form, provide the process of voice conversations or video conferences in text form, or directly obtain the audio and video data of the corresponding paragraphs, so users cannot call up the content they have interacted with at any time. 3. It is difficult to provide unprepared data. Currently, network communication software and video conferencing software can only output data that users have prepared in advance. If users need to provide other videos or photos, or refer to the company's articles of incorporation or related legal provisions, they must access them from a stored folder, and the network communication software and video conferencing software cannot proactively provide the data users need. 4. Cross-platform data transmission is not possible. In traditional communication technologies, once a communication module has interacted, only that same communication module can provide data. If the communication module cannot provide relevant data, the company must dispatch or send a dedicated service representative to provide service, making cross-platform interaction impossible and allowing customers and service representatives to interact in only one mode. For example, in a short message service system, customers and customer service representatives can only interact via text and cannot communicate in other ways. 5. It is difficult to provide expertise. Generally, inexperienced customer service representatives not only have weak customer service skills, but also lack specialized knowledge, making it difficult for them to provide customers with specialized knowledge or give appropriate answers, resulting in a poor customer service experience and preventing customers from obtaining the information they need. 6. Inability to provide real-time on-site related services. The interactive knowledge and expertise stored in a typical virtual customer service can only provide customers with known data, making it difficult to provide information about the actual situation on-site. Furthermore, a typical virtual customer service does not have the ability to connect to a detection device, making it impossible to provide services to customers based on the actual situation on-site.

[0009] Therefore, building a system that can automatically record and organize conversation highlights for users, proactively provide corresponding expertise and data, and enable services to be provided across multiple communication platforms is an urgent goal that relevant technologists need to address. Summary of the Invention

[0010] In view of this, an object of the present invention is to provide an intelligent communication secretary system suitable for connecting to a first communication system, the first communication system having a first dialogue interface dedicated to a user, the intelligent communication secretary system including an intelligent dialogue unit and a database unit.

[0011] The intelligent dialogue unit includes an intelligent dialogue module connected to the first dialogue interface, and an interactive outline generation module connected to the intelligent dialogue module.

[0012] The database unit includes an account storage module connected to the intelligent interaction module, a knowledge storage module connected to the intelligent interaction module, a history interaction storage module connected to the intelligent interaction module, and an outline data storage module connected to the intelligent interaction module, wherein the account storage module is used to store account data related to a first interaction interface so that the intelligent interaction module can interact with the user using the first interaction interface, the knowledge storage module is used to store interaction knowledge for interacting with the user, so that the intelligent interaction module interacts with the user to generate first interactive content, the history interaction storage module is used to store the first interactive content as historical interactive content, the interaction outline generation module analyzes the semantics of the historical interactive content and generates interaction outline data based on the semantic gist, and the interaction outline data is stored in the outline data storage module.

[0013] A user inputs information into the intelligent dialogue unit using the first dialogue interface, and the intelligent dialogue module understands the information input by the user and searches the database unit based on the understanding, and the intelligent dialogue module sends the search result to the user via the first communication system.

[0014] In one embodiment, the intelligent communication secretary system is also connected to a second communication system, and the intelligent dialogue unit further includes an account comparison module connected to the intelligent dialogue module, which is connected to the second communication system, and the account comparison module obtains a comparison account from the second communication system and searches the account storage module to determine whether the first communication system has account data of the user of the second communication system, thereby enabling the intelligent dialogue module to also interact with the user through the second communication system.

[0015] In one embodiment, the second communication system interacts with the user to generate second interactive content, the historical interaction storage module stores the second interactive content as the historical interactive content, and the intelligent interaction module outputs the interactive outline data stored in the outline data storage module from a first interactive interface of the first communication system.

[0016] In one embodiment, the second communication system has a second interactive interface, and the intelligent interactive module is connected to the second interactive interface, and the intelligent interactive module interacts with a user using the interactive knowledge stored in the knowledge storage module. The user inputs data into the second interactive interface, and the second interactive interface transmits the data to the intelligent interactive module. The intelligent interactive module understands the semantics of the user, searches a database unit based on the understanding, and transmits the search results to the user via the second interactive interface.

[0017] In one embodiment, the intelligent dialogue unit further includes a knowledge retrieval module connected to the intelligent dialogue module, which stores at least one keyword, and analyzes the dialogue knowledge stored in the knowledge storage module based on the keyword to obtain at least one knowledge fragment in the dialogue knowledge and at least one fragment location for searching the knowledge fragment, and the fragment location is provided to the intelligent dialogue module so as to quickly retrieve the knowledge fragment.

[0018] In one embodiment, the interactive knowledge stored in the knowledge storage module is one or a combination selected from text content, image content, audio content, and audiovisual content, and the intelligent dialogue module controls the knowledge retrieval module to retrieve related text content, image content, audio content, and audiovisual content from the knowledge storage module or a network based on the first interactive content of the first dialogue interface, and send them to the second dialogue interface.

[0019] In one embodiment, when the interactive knowledge stored in the knowledge storage module is audio content or audiovisual content, the knowledge retrieval module first converts the audio content or audiovisual content into text content, and then analyzes and classifies the text content to obtain the knowledge segment and the segment position, where the segment position is the playback time of the audio content or the audiovisual content.

[0020] In one embodiment, the intelligent dialogue unit further includes a personnel dialogue module connected to the intelligent dialogue module, which provides expert personnel to dialogue with the user to form expert interactive content, which the intelligent dialogue module stores the expert interactive content in the historical dialogue storage module to form the interactive historical content, and which learns and analyzes the interactive historical content to generate interactive knowledge to be stored in the knowledge storage module.

[0021] In one embodiment, the intelligent dialogue unit further includes a knowledge enrichment module connected to the intelligent dialogue module, which is used to enrich the interactive knowledge in the knowledge storage module.

[0022] In one embodiment, the intelligent dialogue unit further includes a calendar editing module connected to the intelligent dialogue module, and the database unit further includes a calendar storage module connected to the intelligent dialogue module, wherein the calendar editing module analyzes the data stored in the history dialogue storage module and extracts calendar-related data to generate calendar events, and the intelligent dialogue module edits the calendar content in the calendar storage module according to the calendar events.

[0023] In one embodiment, the intelligent dialogue module is also connected to a data detection device that outputs detection data, and the intelligent dialogue unit further includes a detection analysis module connected to the intelligent dialogue module, which stores detection judgment knowledge and analyzes and judges the detection data, and the intelligent dialogue module interacts with a user in the first communication system based on the judgment result of the detection analysis module.

[0024] In one embodiment, the intelligent dialogue module is also connected to a decision output device for outputting a decision instruction, and the database unit further includes an authority storage module connected to the intelligent dialogue module, which stores an execution authority for the decision instruction and sets the execution authority of the decision instruction to priority, so that the intelligent dialogue module first executes the decision instruction.

[0025] The beneficial effects of the present invention are as follows: whether it is information exchange with customers or conference communication with others, the intelligent analysis module can analyze the interaction data and obtain the interaction outline data, so that the enterprise or customer can quickly grasp the main points of the interaction after the interaction; the account storage module stores the account data of the first communication system and the second communication system, and provides the corresponding data to the intelligent interaction module for flexible application and output; the calendar editing module can automatically extract calendar-related data from the interacted content and automatically generate calendar content. [Brief explanation of the drawings]

[0026] [Figure 1] FIG. 1 is a schematic diagram of the modular configuration of a preferred embodiment of the intelligent communication secretary system of the present invention. [Figure 2] FIG. 2 is a schematic diagram of the data transmission involved in generating interactive outline data in this embodiment. [Figure 3] FIG. 3 is a schematic diagram of data transmission using different interaction interfaces in this embodiment. [Figure 4] FIG. 4 is a schematic diagram of data transmission related to video retrieval in this embodiment. [Figure 5] FIG. 5 is a schematic diagram of data transmission related to learning specialized knowledge in this embodiment. [Figure 6] FIG. 6 is a schematic diagram of the embodiment as a customer service assistant. [Figure 7] FIG. 7 is a schematic diagram of data transmission related to the automatic generation of a calendar in this embodiment. [Figure 8] FIG. 8 is a schematic diagram of data transmission relating to connection of external devices in this embodiment. [Figure 9] FIG. 9 is a schematic diagram of data transmission involved in the execution of decision instructions in this embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0027] The features and technical contents of the related patent applications of the present invention will become more apparent from the following detailed description of preferred embodiments with reference to the drawings.

[0028] 1, there is shown a preferred embodiment of an intelligent communication secretary system 3 of the present invention. The intelligent communication secretary system 3 is suitable for connecting to a first communication system 21 and a second communication system 22. The first communication system 21 has a first dialogue interface 211 dedicated to a user 23, and the second communication system 22 has a second dialogue interface 221 dedicated to the user 23. The intelligent communication secretary system 3 includes an intelligent dialogue unit 31 and a database unit 32.

[0029] The first communication system 21 and the second communication system 22 are different communication services, do not share a shared database, and do not communicate data with each other. In a preferred embodiment, the first communication system 21 operates as a server on a network and provides the LINE communication service, while the second communication system 22 is a wired telephone system providing local telephone service. In actual implementation, the first communication system 21 and the second communication system 22 may provide communication functions using other communication services, such as, but not limited to, Signal, Viber, Discord, Skype, Snapchat, Telegram, Facebook Messenger, WeChat, and WhatsApp. The first interaction interface 211 and the second interaction interface 221 are communication devices such as smartphones, local telephones, tablet terminals, or computers equipped with a display, microphone, keyboard, and mouse.

[0030] The intelligent dialogue unit 31 includes an intelligent dialogue module 311 connected to the first dialogue interface 211 and the second dialogue interface 221, an interactive outline generation module 312 connected to the intelligent dialogue module 311, an account comparison module 313 connected to the intelligent dialogue module 311, a knowledge search module 314 connected to the intelligent dialogue module 311, a personnel dialogue module 315 connected to the intelligent dialogue module 311, a knowledge enrichment module 316 connected to the intelligent dialogue module 311, and a calendar editing module 317 connected to the intelligent dialogue module 311.

[0031] The database unit 32 includes: an account storage module 321 connected to the intelligent interaction module 311; a knowledge storage module 322 connected to the intelligent interaction module 311; a history interaction storage module 323 connected to the intelligent interaction module 311; an outline data storage module 324 connected to the intelligent interaction module 311; and a calendar storage module 325 connected to the intelligent interaction module 311.

[0032] Referring to Figures 1 and 2, the intelligent communication secretary system 3 is a computer device using intelligent software, such as, but not limited to, ChatGPT, Simplified, Livelog, Medium, Rationale, and LLM (Large Language Model). The intelligent dialogue unit 31 and database unit 32 are computer control circuits equipped with a processor, memory, storage elements such as a hard disk, and a network data transmitter. The intelligent dialogue module 311, interactive outline generation module 312, account comparison module 313, knowledge search module 314, personnel dialogue module 315, knowledge expansion module 316, and calendar editing module 317 are applications installed in the intelligent dialogue unit 31 and respectively control the data of the intelligent dialogue unit 31. The account storage module 321, knowledge storage module 322, history dialogue storage module 323, outline data storage module 324, and calendar storage module 325 are applications installed in the database unit 32 and respectively control the data of the database unit 32. The data processing technology in the intelligent communication secretary system 3 is similar to that in existing computers and computing devices, and therefore a detailed description thereof will be omitted in this specification.

[0033] The account storage module 321 is used to store account data 411 related to the first interaction interface 211. The account data 411 includes friend relationships in the first communication system 21. The first interaction interface 211 is a dialog box, a voice call, a video call, etc., so that the intelligent interaction module 311 can interact with a user 23 using the first interaction interface 211. The user 23 may be, but is not limited to, a customer of an enterprise, a company representative, or a supervisor of an enterprise.

[0034] The knowledge storage module 322 is used to store interactive knowledge 412 for interacting with the user 23, so that the intelligent interaction module 311 interacts with the user 23 and generates first interactive content 413. The intelligent interaction module 311 can understand the semantics of the user 23, such as voice, text message, or body language in a video. The interactive knowledge 412 may be enterprise knowledge, for example, an enterprise using the intelligent communication secretary system 3 is a bank, and the interactive knowledge 412 may be data of each customer. After understanding the semantics of the user 23, the intelligent interaction module 311 interacts with the customer using the interactive knowledge 412 and stores the interacted content as the first interactive content 413. The knowledge expansion module 316 is used to expand the interactive knowledge 412 in the knowledge storage module 322. The knowledge enrichment module 316 can store relevant data, such as text, voice, files, audio and video, and images, in the knowledge storage module 322 to serve as interactive knowledge 412 for the intelligent dialogue module 311 to interact with others. For example, the knowledge enrichment module 316 may be configured with a Retrieval-Augmented Generation (RAG) database customized by a company or organization, allowing the intelligent dialogue module 311 to provide specialized knowledge and service content related to the company or organization.

[0035] The historical dialogue storage module 323 is used to store the first interactive content 413 to form an interactive historical content 414. The interactive outline generation module 312 analyzes the semantics of the interactive historical content 414 and generates interactive outline data 415 based on the semantic key points, and the interactive outline data 415 is stored in the outline data storage module 324. A user 23 inputs information to the intelligent dialogue unit 31 using the first dialogue interface 211, and the intelligent dialogue module 311 understands the information input by the user 23 and searches the database unit 32 based on the understanding. Then, the intelligent dialogue module 311 sends the search result to the user 23 via the first communication system 21. When the user 23 requests the provision of outline data, or when the intelligent dialogue module 311 finishes the conversation with the user 23, the dialogue outline generation module 312 analyzes the dialogue history content 414 and organizes the main points of the conversation as the dialogue outline data 415. The dialogue outline data 415 can be provided to the user 23 from the first dialogue interface 211, or a company representative can obtain the necessary dialogue outline data 415 from the outline data storage module 324.

[0036] Furthermore, the first interaction interface 211 allows a business representative to interact with a customer, or multiple business representatives to hold a conference on the first interaction interface 211, similar to the short messages and video calls provided by current communication services. However, because the intelligent interaction module 311 captures the first interactive content 413 in the first interaction interface 211, at any point during the conversation or conference, the business representative can use the interactive outline generation module 312 to obtain a main summary of the conversation or conference, a detailed transcript of the process, and corresponding audio clips, thereby enabling related information records to be quickly searched for later.

[0037] 1, 3, and 4, when a user 23 uses a first interaction interface 211 to have an audio conversation with another person or a video conference with multiple people, the intelligent interaction module 311 captures a first interactive content 413 in the first interaction interface 211 and stores it in the historical interaction storage module 323. The knowledge retrieval module 314 can convert the audio content or audiovisual content stored in the historical interaction storage module 323 into text content and store it in the historical interaction storage module 323 to obtain a detailed transcript corresponding to the audio conversation or video conference. Furthermore, the knowledge retrieval module 314 can analyze and classify the text content to obtain the knowledge fragment 417 and the fragment location 418. The fragment location 418 is the playback time of the audio content or the audiovisual content, so that the stored detailed transcript corresponds to an audio or video segment, and the user 23 can use the detailed transcript to quickly find related information, voice, audio, and video recordings.

[0038] The intelligent dialogue module 311 is connected to the second communication system 22, and the account comparison module 313 obtains a comparison account from the second communication system 22 and searches the account storage module 321 to determine whether the first communication system 21 has account data 411 of the user 23 of the second communication system 22. The comparison account may be, but is not limited to, a customer's ID number or mobile phone number. If the account storage module 321 already stores the account data 411, it can be used directly. If the account comparison module 313 does not store the account data 411, it can ask the customer whether to provide it to establish new account data 411. This allows the intelligent dialogue module 411 to continue dialogue with the user 23 via the second communication system 22. The user 23 inputs data into the second dialogue interface 22, and the second dialogue interface 221 transmits the data to the intelligent dialogue module 311. The intelligent dialogue module 311 understands the semantics of the user 23 , searches the database unit 32 based on the understanding, and sends the search results to the user 23 via the second dialogue interface 221 .

[0039] The second communication system 22 interacts with the user 23 to generate second interactive content 416, the historical interaction storage module 323 stores the second interactive content 416 as the historical interactive content 414, and the intelligent interaction module 311 outputs the interactive outline data 415 stored in the outline data storage module 324 from the first interactive interface 211 of the first communication system 21.

[0040] For example, the second communication system 22 is a local telephone system, and the second interaction interface 221 is a telephone. A customer can use the second interaction interface 221 to call a customer service representative of a bank. After the customer service representative confirms basic data with the customer, the customer can obtain the corresponding customer account data 411 stored in the account storage module 321. When the customer service representative answers the customer's questions or the customer sets up a bank transaction, the history interaction storage module 323 stores the second interaction content 416 in the second interaction interface 221. Because the second communication system 22 cannot provide short message service, the intelligent interaction module 311 uses the account data 411 to send the interaction outline data 415 to the first interaction interface 211. In this way, the customer can use the second interaction interface 221 to conduct business interactions with the customer service representative and obtain the gist of their interaction with the company from the first interaction interface 211. In other words, after a customer interacts with a company over the phone, the company can use this intelligent system to automatically use communication services such as LINE to provide results of related service content (e.g., images, videos, text, and conversation summaries), thereby realizing cross-platform interaction capabilities and further improving the customer service experience.

[0041] It is worth mentioning that early dialogue systems could only provide a single mode of response. For example, in the case of a landline telephone, after receiving a voice inquiry, the virtual customer service could only respond by voice, but could not respond by text, image, or video.

[0042] The intelligent dialogue module 311 of the present invention controls the knowledge retrieval module 314 to retrieve relevant text content, image content, audio content, and audiovisual content from the knowledge storage module 322 or a network based on the first interactive content 413 of the first interactive interface 211, and send the retrieved content to the second interactive interface 416. The intelligent dialogue module 311 can also analyze the text content, audio content, image content, and video content provided by the customer and provide text, audio, image, and video replies. Therefore, the intelligent dialogue module 311 and the knowledge retrieval module 314 can cooperate to provide a multimodal dialogue technology.

[0043] For example, when a customer has a voice conversation with a customer service representative via the second communication system 22 (e.g., a landline or wireless phone), the intelligent conversation module 311 first obtains the customer's account in the first communication system 21 (e.g., LINE communication software) based on the customer's basic data (e.g., phone number, identity data, etc.), establishes a link, and then can use the first conversation interface 211 to communicate with the customer via text, files, images, and videos. The first conversation interface 211 can display the conversation record and content summary of the second communication system 22 in text, and can also supplement data such as related text, images, and videos.

[0044] In addition, the intelligent dialogue module 311 can not only retrieve data from the knowledge storage module 322, but also control the knowledge retrieval module 314 to directly obtain related text, audio, file, image, and video data or links from a network system and upload the data or links, so that the customer can view content such as text, audio, image, and video through the first dialogue interface 211, and the intelligent dialogue module 311 can also provide customer service representatives with more suitable data for communicating with the customer. That is, the intelligent communication secretary system 3 can provide customers with the ability to search for related video, image, text, and other data by voice.

[0045] The knowledge retrieval module 314 can directly retrieve data such as text, audio, files, images, and videos from the relevant knowledge base, and store the retrieved data so that the stored information can be directly retrieved when the same problem occurs again. Therefore, the intelligent dialogue module 311 has the ability to retrieve data without deep learning.

[0046] In actual implementation, the second communication system 22 may use other communication services or may be the same as the first communication system 21, but is not limited thereto. For example, the user 23 may communicate with a service representative using sign language through a video second interaction interface 221. The intelligent interaction module 311 analyzes the video to obtain the semantics of the communication between the two parties and stores it as text in the interaction history content 414. The interaction outline generation module 312 generates the interaction outline data 415, and then outputs the interaction outline data 415 to the first interaction interface 211 using a text message.

[0047] Furthermore, the intelligent dialogue module 311 can also provide virtual customer service to businesses. The intelligent dialogue module 311 is connected to the second dialogue interface 221. The intelligent dialogue module 311 dialogues with the user 23 using dialogue knowledge 412 stored in the knowledge storage module 322. The dialogue knowledge 412 has a sign language response function. The second dialogue interface 221 is a video interface. The user 23 can communicate with the intelligent dialogue module 311 using body language, which can ultimately be organized into text dialogue outline data 415 and output from the first dialogue interface 211.

[0048] 1 and 4, the interactive knowledge 412 stored in the knowledge storage module 322 is one or a combination selected from text content, image content, audio content, and audiovisual content. When a company employee needs related reference data during a conversation with a customer or an internal meeting, he / she issues an instruction to the intelligent dialogue module 311, and the knowledge retrieval module 314 automatically retrieves the related interactive knowledge 412 from the knowledge storage module 322 and provides it to the company employee, thereby making the intelligent communication secretary system 3 a virtual secretary for the company employee and even for the company supervisor.

[0049] The knowledge retrieval module 314 analyzes the dialogue knowledge 412 stored in the knowledge storage module 322 to understand its semantics, and obtains at least one knowledge segment 417 in the dialogue knowledge 412 based on at least one keyword, and at least one segment location 418 for searching the knowledge segment 417. The segment location 418 is provided to the intelligent dialogue module 311 to allow the knowledge segment 417 to be quickly retrieved. For example, when adding or updating a company's articles of incorporation or related laws and regulations to the knowledge storage module 322, the knowledge retrieval module 314 analyzes the stored dialogue knowledge 412 to obtain the locations of related points and key content. For example, when "pension" is specified as a keyword, the knowledge retrieval module 314 can retrieve the knowledge segment 417 and the segment location 418 related to pensions. When the related interactive knowledge 412 is needed, the intelligent dialogue module 311 can obtain the segment location 418 of the interactive knowledge 412 through the knowledge search module 314 to obtain the knowledge segment 417. In actual operation, the knowledge search module 314 can also use other keywords to obtain the knowledge segment 417 and its segment location 418, and is not limited to this example.

[0050] If the interactive knowledge 412 stored in the knowledge storage module 322 is audio content or audiovisual content, the knowledge retrieval module 314 first converts the audio content or audiovisual content into text content, then analyzes and classifies the text content to obtain the knowledge segment 417 and the segment position 418, where the segment position 418 is the playback time of the audio content or audiovisual content. When the business personnel or the intelligent dialogue module 311 needs to provide the knowledge segment 417 of the video, the segment position 418 can be used to quickly obtain the knowledge segment 417 and provide it to the business personnel or the customer.

[0051] 1 and 5 , the human interaction module 315 provides a specialized agent 24 to interact with the user 23, generating specialized interactive content 419. The intelligent interaction module 311 stores the specialized interactive content 419 in the historical interaction storage module 323 as the interactive history content 414. The intelligent interaction module 311 learns and analyzes the interactive history content 414 to generate interactive knowledge 412, which is stored in the knowledge storage module 322. For example, the specialized agent 24 may be, but is not limited to, a specialized customer service representative of a bank. The specialized customer service representative can provide specialized interactive content 419, which can greatly improve customer satisfaction. The intelligent interaction module 311 can learn the specialized interactive content 419 to perform customer service tasks such as verifying the customer's identity and reading data stored in the bank, so that the intelligent interaction module 311's responses are comparable to those of a specialized service representative and become the company's service secretary.

[0052] In some embodiments, when the intelligent communication secretary system 3 is first established, the specialized dialogue content 419 has not yet been stored in the historical dialogue storage module 323, so the intelligent dialogue module 311 cannot conduct specialized knowledge dialogue. At this time, the intelligent dialogue module 311 first becomes an apprentice with the goal of acquiring specialized knowledge.

[0053] For example, when a specialist 24 provides customer service and provides general responses or expertise to a user 23, the intelligent dialogue module 311 monitors and analyzes the dialogue content between the two to obtain the expertise and establishes specialized dialogue content 419 that is stored in the historical dialogue storage module 323, thereby increasing the specialized background knowledge of the intelligent dialogue module 311.

[0054] After the intelligent dialogue module 311 has learned for a certain period of time, the professional dialogue content 419 stored in the historical dialogue memory module 323 is sufficient for the intelligent dialogue module 311 to function as an auxiliary tool for customer service, providing inexperienced general customer service representatives with specialized knowledge, so that the general customer service representatives can provide customer service comparable to that of the professional representatives 24, and ultimately the intelligent dialogue module 311 can become an independent professional virtual customer service and directly interact with the user 23 to provide customer service.

[0055] 6, the service interface 51 of the general customer service representative 27 may use a communication device 511, a first screen device 512, a second screen device 513, and a computer device 514 connected to the communication device 511, the first screen device 512, and the second screen device 513. The intelligent communication secretary system 3 is installed in the computer device 514, and the intelligent dialogue module 311 can transmit data to and from the communication device 511, the first screen device 512, and the second screen device 513.

[0056] The computer device 514 is connected to the first communication system 21, and the customer service representative 27 can use the communication device 511 to make a voice call with the user 23 (customer). The first screen device 512 allows the customer service representative 27 to query basic data of the user 23. The intelligent dialogue module 311 in the computer device 514 can monitor the conversation content of the communication device 511 and the content displayed on the first screen device 512 by the computer device 514, perform data search on the historical dialogue storage module 323 or a network, and display the searched professional interactive content 419 or other information on the second screen device 513. The customer service representative 27 can provide service content comparable to professional customer service based on the content of the second screen device 513.

[0057] In some embodiments, the intelligent communication secretary system 3 can be used in, but is not limited to, a fixed or mobile tour guide robot in a museum. The intelligent communication secretary system 3 can be connected to a visitor's mobile phone and communicate with the tour guide robot using communication software or other programs. When a visitor voice-inquires about the location of the changing room to the tour guide robot, the intelligent communication secretary system 3 can understand the visitor's semantics and display the searched map and navigation on the visitor's mobile phone.

[0058] Visitors can also directly inquire about exhibit introductions by text or voice on their mobile phones. The intelligent communication secretary system 3 understands the semantics of the visitor, then searches the relevant database or network, and displays the searched exhibit introductions in the form of text, images, videos, etc. on the tour guide robot or the visitor's mobile phone.

[0059] In some embodiments, the first communication system 21 is a smartphone. After the visitor's smartphone is connected to the server of the intelligent communication secretary system 3, the visitor directly communicates with the smartphone, and the intelligent communication secretary system 3 directly understands the visitor's semantics, performs data search according to the visitor's request, and uploads the searched data to the visitor's smartphone, so that the visitor's smartphone directly becomes a tour guide robot.

[0060] Referring to Figures 1 and 7, the calendar editing module 317 analyzes the data stored in the history interaction storage module 323 and extracts calendar-related data to generate calendar events 421, and the intelligent interaction module 311 edits the calendar content 422 in the calendar storage module 325 according to the calendar events 421. Preferably, when an enterprise personnel uses the first dialogue interface 211 or the second dialogue interface 221, the intelligent dialogue unit 31 is called to generate a calendar event 421 using the calendar editing module 317, or the enterprise personnel interacts with others, and the first interactive content 413 and the second interactive content 416 are stored in the historical dialogue storage module 323, the calendar editing module 317 analyzes the first interactive content 413 and the second interactive content 416 to determine whether the content includes a calendar event 421, and automatically generates calendar content 422 for the calendar event 421, and can also inquire whether to generate calendar content 422. In this way, the data stored in the calendar storage module 325 can help enterprises to plan activities as a basis for future events. For example, the user 23 may hold a video conference in the first interaction interface 211 and mention a calendar event 421 during the conference, such as "Let's meet on a specified date," and the calendar editing module 317 may add new calendar content 422 for the specified date. In actual implementation, other calendar technologies may also be used, and the present invention is not limited to this.

[0061] 8, the intelligent dialogue module 311 is also connected to a data detection device 25 that outputs detection data 251, and the intelligent dialogue unit 31 further includes a detection analysis module 318 connected to the intelligent dialogue module 311. The detection analysis module 318 is an application installed in the intelligent dialogue unit 31 and is used to realize data control by the intelligent dialogue unit 31. The detection analysis module 318 stores detection judgment knowledge 423 and analyzes and judges the detection data 251. The intelligent dialogue module 311 then interacts with the user 23 in the first communication system 21 based on the judgment result of the detection analysis module 318. The data detection device 25 is a camera. In actual implementation, the data detection device 25 can also be, but is not limited to, other detection devices.

[0062] The intelligent dialogue module 311 acts as a virtual customer service and interacts with the user 23 to provide customer service. During the interaction, it is difficult to answer the user's 23's questions using stored knowledge, and the current situation needs to be analyzed or judged. At this time, the data detection device 25 is used to obtain the on-site situation, and the detection and analysis module 318 is used to analyze the situation and make a judgment about the on-site situation, and then the judgment about the on-site situation is provided to the user 23.

[0063] For example, the intelligent communication secretary system 3 is a restaurant waiter system. When a user 23 inquires about the restaurant reservation status from the intelligent dialogue module 311 via the first communication system 21, the intelligent dialogue module 311 cannot provide customer service based on existing stored data and must determine the on-site situation using the connected data detection device 25. The intelligent dialogue module 311 transmits the video data of the detection data 251 to the detection analysis module 318, which analyzes the dining table usage status and customer meal times to determine when a table will become available. The intelligent dialogue module 311 then provides the user 23 with the waiting time and the reserved table to complete the restaurant reservation process. In some embodiments, the intelligent dialogue module 311 obtains historical data based on the user 23's account data 411 and also provides data such as the reserved entry time, reserved table number, birthday discount, and children's meal requirements.

[0064] 9, the intelligent dialogue module is also connected to a decision output device 26 for outputting a decision instruction 261, and the database unit 32 further includes an authority storage module 326 connected to the intelligent dialogue module 311. The authority storage module 326 is an application installed in the database unit 32 for realizing data control by the database unit 32. The authority storage module 326 stores an execution authority 424 for the decision instruction 261 and sets the execution authority 424 of the decision instruction 261 as a priority so that the intelligent dialogue module 311 first executes the decision instruction 261. The decision output device 26 may be, but is not limited to, a communication device used by a supervisor or a field staff member.

[0065] For example, the intelligent dialogue module 311 is a virtual customer service, and a supervisor monitors the user 23 and the content of the intelligent dialogue module 311 while working using the decision output device 26. In the execution authority 424, the decision instruction 261 takes priority, and the intelligent analysis of the intelligent dialogue module 311 takes secondary priority. When the user 23 makes a voice conversation with the intelligent dialogue module 311 to inquire about the reservation status of a restaurant, the supervisor makes a direct judgment based on the on-site situation and issues the decision instruction 261 to the intelligent dialogue module 311, saying, "A table will be available in 20 minutes." The intelligent dialogue module 311, based on the execution authority 424 of the authority storage module 326, gives priority to analyzing the content of the decision instruction 261 and provides the user 23 with a customer service response, saying, "A table will be available in 20 minutes. Would you like to make a reservation?" In some embodiments, the decision output device 26 may output a decision instruction 261 to the intelligent dialogue module 311, such as not accepting any more customers, lack of ingredients, emptying the table 6, allowing the next group of customers to enter, etc. In some embodiments, the decision output device 26 may also issue a decision instruction 261 regarding a fire. Based on the dialogue knowledge 412 or the specialized dialogue content 419, the intelligent dialogue module 311 may automatically determine and execute a fire alarm, remotely close fire doors, and instruct personnel to evacuate via a public address system.

[0066] As can be seen from the above explanation, the intelligent communication secretary system 3 of the present invention has the following effects.

[0067] 1. You don't need to organize the main points outline yourself. The interactive outline generation module 312 can perform semantic analysis in real time during a dialogue or analyze the dialogue history content 414 after the dialogue ends to organize the main points of the dialogue and form the interactive outline data 415. A customer can quickly organize the main points of the conversation with a company from the interactive outline data 415, and company personnel can also instantly obtain the main points of the meeting discussion from the interactive outline data 415. The user 23 does not need to spend much time organizing the main points of the dialogue. 2. Provide services to speed up data queries and content verification. The knowledge retrieval module 314 can convert the first interactive content 413 into a corresponding detailed transcript, and can also parse and classify the detailed transcript to obtain corresponding knowledge fragments 417 and fragment locations 418, and obtain segmented audio and video file records corresponding to the detailed transcript. Furthermore, a rough summary of the main points can be obtained through the aforementioned interactive outline data 415, and the actual recording content of the original detailed transcript and segmented audio and video files can be quickly tracked, facilitating quick data query and confirmation of the conversation content. 3. You can get the data you need immediately. The knowledge retrieval module 314 analyzes the interactive knowledge 412 stored in the knowledge storage module 322 to obtain the knowledge fragments 417 in the interactive knowledge 412 and the fragment locations 418 for searching the knowledge fragments 417. Whether the data is long text data or video data with a long playback time, the intelligent dialogue module 311 can quickly obtain the knowledge segments 417 through the segment locations 418, thereby enabling the intelligent dialogue unit 311 to quickly obtain the required data. 4. Achieve the functionality to realize cross-platform services. The account comparison module 313 obtains a comparison account from the second communication system 22 and searches the account storage module 321 to determine whether the first communication system 21 has account data 411 of the user 23 of the second communication system 22. The discussion result in the second communication system 22 can be output from the first interactive interface 211, and the interaction result of the first interactive interface 211 can also be output from the second interactive interface 221, thereby realizing the functionality of cross-platform services. Furthermore, the intelligent interaction module 311 can first use the second communication system 22 to perform voice communication, and then use the first communication system 21 to provide related text, voice, file, image, audio, and video data for interaction, thereby realizing multimodal interactive communication. 5. General personnel without specialized background can provide specialized knowledge services. The intelligent dialogue module 311 first serves as an apprentice, learning the dialogue and expertise of the existing specialist 24, and functions as an auxiliary tool for customer service, allowing general staff with little experience or no specialized background knowledge to acquire expertise and provide customer service in real time, so that general customer service staff can provide customer service comparable to that of the specialist 24, and even the intelligent dialogue module 311 can independently become a professional virtual customer service staff. 6. Ability to provide customer service according to on-site conditions. The intelligent dialogue module 311 can be connected to an external data detection device 25, so that the intelligent dialogue module 311 can obtain the situation on the site. The detection and analysis module 318 analyzes the situation on the site and makes a judgment result, and the intelligent dialogue module 311 can interact with the customer based on the judgment result and provide customer service based on the situation on the site without the need for human handover.

[0068] As described above, the intelligent communication secretary system 3 is a computer system using intelligent software and has a basic dialogue platform. The knowledge storage module 322 can provide specialized knowledge about the company to the intelligent dialogue unit 31. The intelligent dialogue unit 31 can not only record the results of person-to-person meetings, but also interact with customers as a virtual customer service. The dialogue outline data 415 generated by the dialogue outline generation module 312 can provide customer service highlights to customers and also provide meeting highlights to company supervisors. The calendar editing module 317 can automatically generate calendar content 422 based on the dialogue content, thereby reliably achieving the objectives of the present invention.

[0069] However, the above description is merely a preferred embodiment of the present invention and does not limit the scope of the present invention, that is, all simple equivalent changes and modifications made according to the scope of the patent application of the present invention and the contents of the detailed description of the invention are within the scope of protection by the patent of the present invention. [Explanation of symbols]

[0070] 21 → First communication system 211 → First dialogue interface 22 → Second communication system 221 → Second dialogue interface 23 → User 24 → Specialist 25 → Data detection device 251 → Detection data 26 → Decision output device 261→Decision instruction 27 → Customer Service Representative 3 → Intelligent communication secretary system 31 → Intelligent Dialogue Unit 311 → Intelligent dialogue module 312 → Interactive outline generation module 313 → Account comparison module 314 → Knowledge search module 315 → Personnel Interaction Module 316 → Knowledge Expansion Module 317 → Calendar editing module 318 → Detection and Analysis Module 32 → Database Unit 321 → Account memory module 322 → Knowledge memory module 323 → History dialogue memory module 324 → Outline data storage module 325 → Calendar storage module 326 → Authority memory module 411 → Account data 412 → Interactive Knowledge 413 → First interactive content 414 → Interactive history content 415 → Interactive outline data 416 → Second interactive content 417 → Knowledge Fragment 418 → Fragment location 419 → Professional interactive content 421 → Calendar Events 422 → Calendar content 423 → Knowledge for detection and judgment 424 → Permission to execute 51 → Service Interface 511 → Communication equipment 512 → First screen device 513 → Second screen device 514 → Computer equipment.

Claims

1. An intelligent communication secretary system adapted to connect to a first communication system, the first communication system including a first dialogue interface dedicated to a user, the intelligent communication secretary system comprising: an intelligent dialogue unit including an intelligent dialogue module connected to the first dialogue interface and an interactive outline generation module connected to the intelligent dialogue module; a database unit including: an account storage module connected to the intelligent dialogue module; a knowledge storage module connected to the intelligent dialogue module; a history dialogue storage module connected to the intelligent dialogue module; and an outline data storage module connected to the intelligent dialogue module, wherein the account storage module is used to store account data related to a first dialogue interface so that the intelligent dialogue module can interact with the user using the first dialogue interface; the knowledge storage module stores dialogue knowledge for interacting with the user and provides it to the intelligent dialogue module to interact with the user to generate first dialogue content; the history dialogue storage module stores the first dialogue content as dialogue history content; the dialogue outline generation module analyzes semantics of the dialogue history content and generates dialogue outline data based on the semantic gist, and the dialogue outline data is stored in the outline data storage module; The user inputs information into the intelligent dialogue unit using the first dialogue interface, the intelligent dialogue module understands the information input by the user and searches a database unit based on the understanding, and the intelligent dialogue module transmits the search results to the user via the first communication system, an intelligent communication secretary system.

2. 2. The intelligent communication secretary system of claim 1, wherein the intelligent communication secretary system is also connected to a second communication system, the intelligent dialogue unit further includes an account comparison module connected to the intelligent dialogue module, the intelligent dialogue module is connected to the second communication system, the account comparison module obtains a comparison account from the second communication system and searches in the account storage module to determine whether the first communication system has account data of the user of the second communication system, thereby enabling the intelligent dialogue module to also interact with the user via the second communication system.

3. 3. The intelligent communication secretary system of claim 2, wherein the second communication system interacts with the user to generate second interactive content, the historical interaction storage module stores the second interactive content as the interactive historical content, and the intelligent interaction module outputs the interactive outline data stored in the outline data storage module from the first interactive interface of the first communication system.

4. 3. The intelligent communication secretary system of claim 2, wherein the second communication system has a second interactive interface, the intelligent interactive module is connected to the second interactive interface, the intelligent interactive module interacts with the user using the interactive knowledge stored in the knowledge storage module, the user inputs data into the second interactive interface, and the second interactive interface transmits the data to the intelligent interactive module, the intelligent interactive module understands the semantics of the user, searches a database unit based on the understanding, and transmits the search results to the user via the second interactive interface.

5. 5. The intelligent communication secretary system of claim 4, wherein the intelligent dialogue unit further includes a knowledge retrieval module connected to the intelligent dialogue module, the knowledge retrieval module storing at least one keyword, and analyzing the dialogue knowledge stored in the knowledge storage module according to the keyword to obtain at least one knowledge fragment of the dialogue knowledge and at least one fragment location for searching the knowledge fragment, and the fragment location is provided to the intelligent dialogue module so as to quickly obtain the knowledge fragment.

6. 6. The intelligent communication secretary system of claim 5, wherein the interactive knowledge stored in the knowledge storage module is one or a combination selected from text content, image content, voice content, and audiovisual content, and the intelligent dialogue module controls the knowledge retrieval module to search for related text content, image content, voice content, and audiovisual content from the knowledge storage module or the Internet based on the first interactive content of the first dialogue interface, and send them to the second dialogue interface.

7. 7. The intelligent communication secretary system of claim 6, wherein when the interactive knowledge stored in the knowledge storage module is an audio content or an audiovisual content, the knowledge retrieval module first converts the audio content or the audiovisual content into a text content, and then analyzes and classifies the text content to obtain the knowledge segment and the segment position, wherein the segment position is the playback time of the audio content or the audiovisual content.

8. 2. The intelligent communication secretary system according to claim 1, wherein the intelligent dialogue unit further includes a personnel dialogue module connected to the intelligent dialogue module, the personnel dialogue module providing an expert to dialogue with the user to form expert interactive content, the intelligent dialogue module storing the expert interactive content in the historical dialogue storage module to form the interactive historical content, and the intelligent dialogue module studying and analyzing the interactive historical content to generate interactive knowledge to be stored in the knowledge storage module.

9. 2. The intelligent communication secretary system according to claim 1, wherein the intelligent dialogue unit further comprises a knowledge enrichment module connected to the intelligent dialogue module for enriching the dialogue knowledge in the knowledge storage module.

10. 2. The intelligent communication secretary system of claim 1, wherein the intelligent dialogue unit further includes a calendar editing module connected to the intelligent dialogue module, and the database unit further includes a calendar storage module connected to the intelligent dialogue module, the calendar editing module analyzes the data stored in the history dialogue storage module, extracts data related to the calendar to generate calendar events, and the intelligent dialogue module edits the calendar content in the calendar storage module according to the calendar events.

11. 2. The intelligent communication secretary system according to claim 1, wherein the intelligent dialogue module is also connected to a data detection device that outputs detection data, and the intelligent dialogue unit further includes a detection analysis module connected to the intelligent dialogue module, the detection analysis module stores detection judgment knowledge and analyzes and judges the detection data, and the intelligent dialogue module interacts with a user in the first communication system based on the judgment result of the detection analysis module.

12. 2. The intelligent communication secretary system according to claim 1, wherein the intelligent dialogue module is also connected to a decision output device for outputting a decision instruction, and the database unit further includes an authority storage module connected to the intelligent dialogue module, the authority storage module stores an execution authority for the decision instruction, and sets the execution authority of the decision instruction to priority, so that the intelligent dialogue module first executes the decision instruction.

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