system

Abstract

We provide the system. [Solution] Means for maintaining a database containing inquiry information, A means of encrypting unique information related to the inquiry, A means for receiving encrypted unique information as input, decrypting it, and obtaining a response message from a database corresponding to the decrypted unique information, A means for outputting a response message, A system that includes this.

Description

Technical Field

[0001] The technology of the present disclosure relates to a system.

Background Art

[0002] Patent Document 1 discloses a persona chatbot control method performed by at least one processor, including steps of receiving a user utterance, adding the user utterance to a prompt including an instruction sentence related to an explanation of a chatbot character, encoding the prompt, and inputting the encoded prompt into a language model to generate a chatbot utterance in response to the user utterance.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] In a modern business environment, handling inquiries inside and outside the company is an important task. However, if these responses are done manually, it takes time and effort, is inefficient, and there is also a possibility of human error. In addition, by managing the information of individual customers, agents, and employees included in the inquiries, the risk of information leakage also increases. The purpose of the present invention is to provide an automated system that solves these problems.

Means for Solving the Problems

[0005] This invention provides a means for maintaining a database containing inquiry information and for encrypting unique information related to inquiries. Furthermore, it includes means for receiving encrypted unique information as input, decrypting it, and obtaining a response message corresponding to the decrypted unique information from the database. This automates inquiry handling, reducing time and effort, and enables efficient and accurate responses while maintaining the confidentiality of information. In addition, this system can handle diverse identification information such as customers, agents, and employees, and is superior in terms of security because it can protect information using encryption keys.

[0006] A "database" is a system for systematically holding and managing information related to queries.

[0007] "Unique information" refers to individual identifying information such as that of customers, agents, and employees.

[0008] "Encryption" is a technology that uses specific algorithms to transform information in order to protect confidential information and prevent unauthorized access by third parties.

[0009] An "encryption key" is a specific code or algorithm used for encryption and decryption.

[0010] "Decryption" is the process of restoring encrypted information to its original state.

[0011] A "response message" is a message that contains an appropriate answer or information to an inquiry. [Brief explanation of the drawing]

[0012] [Figure 1] This is a conceptual diagram showing an example of the configuration of a data processing system according to the first embodiment. [Figure 2] This is a conceptual diagram showing an example of the essential functions of a data processing device and a smart device according to the first embodiment. [Figure 3]It is a conceptual diagram showing an example of the configuration of a data processing system according to the second embodiment. [Figure 4] It is a conceptual diagram showing an example of the main functions of a data processing device and smart glasses according to the second embodiment. [Figure 5] It is a conceptual diagram showing an example of the configuration of a data processing system according to the third embodiment. [Figure 6] It is a conceptual diagram showing an example of the main functions of a data processing device and a headset-type terminal according to the third embodiment. [Figure 7] It is a conceptual diagram showing an example of the configuration of a data processing system according to the fourth embodiment. [Figure 8] It is a conceptual diagram showing an example of the main functions of a data processing device and a robot according to the fourth embodiment. [Figure 9] It shows an emotion map to which a plurality of emotions are mapped. [Figure 10] It shows an emotion map to which a plurality of emotions are mapped. [Figure 11] It is a sequence diagram showing the processing flow of the data processing system in Example 1. [Figure 12] It is a sequence diagram showing the processing flow of the data processing system in Application Example 1. [Figure 13] It is a sequence diagram showing the processing flow of the data processing system in Example 2 when an emotion engine is combined. [Figure 14] It is a sequence diagram showing the processing flow of the data processing system in Application Example 2 when an emotion engine is combined.

Embodiments for Carrying Out the Invention

[0013] Hereinafter, an example of an embodiment of a system according to the technology of the present disclosure will be described with reference to the accompanying drawings.

[0014] First, the language used in the following description will be explained.

[0015] In the following embodiments, the numbered processor (hereinafter simply referred to as "processor") may be a single arithmetic unit or a combination of multiple arithmetic units. Also, the processor may be a single type of arithmetic unit or a combination of multiple types of arithmetic units. Examples of arithmetic units include a CPU (Central Processing Unit), a GPU (Graphics Processing Unit), a GPGPU (General-Purpose computing on Graphics Processing Units), an APU (Accelerated Processing Unit), and the like.

[0016] In the following embodiments, the numbered RAM (Random Access Memory) is a memory in which information is temporarily stored and is used as a work memory by the processor.

[0017] In the following embodiments, the numbered storage is one or more non-volatile storage devices that store various programs, various parameters, and the like. Examples of non-volatile storage devices include flash memory (SSD (Solid State Drive)), magnetic disks (e.g., hard disks), or magnetic tapes, and the like.

[0018] In the following embodiments, the numbered communication I / F (Interface) is an interface including a communication processor, an antenna, and the like. The communication I / F controls communication between multiple computers. Examples of communication standards applied to the communication I / F include wireless communication standards including 5G (5th Generation Mobile Communication System), Wi-Fi (registered trademark), or Bluetooth (registered trademark).

[0019] In the following embodiments, "A and / or B" is synonymous with "at least one of A and B." That is, "A and / or B" means that it may be A alone, or B alone, or a combination of A and B. Furthermore, in this specification, the same concept as "A and / or B" applies when expressing three or more things linked by "and / or."

[0020] [First Embodiment]

[0021] Figure 1 shows an example of the configuration of the data processing system 10 according to the first embodiment.

[0022] As shown in Figure 1, the data processing system 10 includes a data processing device 12 and a smart device 14. An example of the data processing device 12 is a server.

[0023] The data processing device 12 comprises a computer 22, a database 24, and a communication interface 26. The computer 22 is an example of a "computer" related to the technology of this disclosure. The computer 22 comprises a processor 28, RAM 30, and storage 32. The processor 28, RAM 30, and storage 32 are connected to a bus 34. The database 24 and the communication interface 26 are also connected to the bus 34. The communication interface 26 is connected to a network 54. An example of the network 54 is a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[0024] The smart device 14 comprises a computer 36, a reception device 38, an output device 40, a camera 42, and a communication interface 44. The computer 36 comprises a processor 46, RAM 48, and storage 50. The processor 46, RAM 48, and storage 50 are connected to a bus 52. The reception device 38, output device 40, and camera 42 are also connected to the bus 52.

[0025] The reception device 38 is equipped with a touch panel 38A and a microphone 38B, etc., and receives user input. The touch panel 38A receives user input by detecting contact with an object (e.g., a pen or finger). The microphone 38B receives user input by detecting the user's voice. The control unit 46A transmits data indicating the user input received by the touch panel 38A and microphone 38B to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the data indicating the user input.

[0026] The output device 40 includes a display 40A and a speaker 40B, and presents data to the user 20 by outputting the data in a form perceptible to the user 20 (e.g., audio and / or text). The display 40A displays visible information such as text and images according to instructions from the processor 46. The speaker 40B outputs audio according to instructions from the processor 46. The camera 42 is a small digital camera equipped with an optical system such as a lens, aperture, and shutter, and an image sensor such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor.

[0027] Communication interface 44 is connected to network 54. Communication interfaces 44 and 26 are responsible for the exchange of various types of information between processor 46 and processor 28 via network 54.

[0028] Figure 2 shows an example of the main functions of the data processing device 12 and the smart device 14.

[0029] As shown in Figure 2, in the data processing device 12, a specific processing is performed by the processor 28. A specific processing program 56 is stored in the storage 32. The specific processing program 56 is an example of a "program" related to the technology of this disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 according to the specific processing program 56 executed on the RAM 30.

[0030] The storage 32 stores the data generation model 58 and the emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[0031] In the smart device 14, the processor 46 performs the reception output processing. The storage 50 stores the reception output program 60. The reception output program 60 is used in conjunction with a specific processing program 56 by the data processing system 10. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output processing is realized by the processor 46 operating as a control unit 46A according to the reception output program 60 executed on the RAM 48.

[0032] Next, the specific processing performed by the specific processing unit 290 of the data processing device 12 will be described. In the following description, the data processing device 12 will be referred to as the "server" and the smart device 14 as the "terminal".

[0033] The present invention relates to a system for automating inquiry handling, and in particular to securely processing individual inquiry information using encryption. Embodiments for carrying out the present invention are described in detail below.

[0034] This system includes three main components: servers, terminals, and users.

[0035] Server Functions

[0036] The server manages query information and provides a means to encrypt unique information related to the query. Furthermore, the server has the functionality to receive the encrypted unique information, decrypt it, and obtain a response message corresponding to the decrypted unique information.

[0037] First, the server generates keys used for encryption and decryption, ensuring the security of the inquiry information. Next, the server maintains a database where individual inquiry IDs for customers, agents, employees, etc., and their corresponding response messages are stored.

[0038] Device functions

[0039] The terminal's role is to receive input from the user and send it to the server. When the user enters an inquiry ID, the terminal sends this ID to the server. It also has the function of displaying the response message received from the server to the user.

[0040] User actions

[0041] The user enters an inquiry ID through the terminal. For example, if the user is a customer, they enter their customer ID into the terminal, and this input is sent to the server. The server decrypts this input, generates a corresponding response message, and returns it to the terminal. Finally, the user can view the response message through the terminal.

[0042] Specific example

[0043] Internal employee inquiry: When employee 789 inquires about the materials for the next meeting, the server encrypts "employee_789" and receives employee 789's inquiry via the terminal. The server decrypts the encrypted ID, retrieves the response message "Employee 789, the materials for the next meeting are ready," from the database, and sends it to the terminal.

[0044] Agent Inquiry: When agent 456 inquires about the latest materials, the ID entered is "agent_456". The server receives this ID encrypted, decrypts it, retrieves the message "Agent 456, we have sent you the latest materials, please check them" from the database, and sends it back to the agent via the terminal.

[0045] Customer Inquiry: When customer 123 inquires about confirming their order number, the ID entered is "customer_123". The server encrypts this ID and receives it via the terminal. The server decrypts the encrypted ID, retrieves the message "Customer 123, please confirm your order number" from the database, and sends it back to the customer via the terminal.

[0046] In this way, the system of the present invention can streamline the handling of inquiries both inside and outside the company, and provide appropriate responses while ensuring security.

[0047] The following describes the processing flow.

[0048] Step 1:

[0049] The server prepares a database to hold query information. The database stores a unique query ID and its corresponding response message.

[0050] Step 2:

[0051] The server generates encryption keys for encryption and decryption. Security is ensured by encrypting unique information using these keys.

[0052] Step 3:

[0053] The terminal accepts the user's inquiry ID. For example, the user enters "customer_123".

[0054] Step 4:

[0055] The server encrypts the entered inquiry ID. The encrypted ID is protected from third parties and transmitted securely within the system.

[0056] Step 5:

[0057] The device sends an encrypted ID to the server. This allows the server to receive the query.

[0058] Step 6:

[0059] The server receives the encrypted ID and decrypts it. Decryption retrieves the original query ID.

[0060] Step 7:

[0061] The server searches the database based on the decrypted query ID and retrieves the corresponding response message.

[0062] Step 8:

[0063] The server encrypts the response message it receives and sends it to the terminal.

[0064] Step 9:

[0065] The device receives the encrypted response message and decrypts it. The decrypted response message is then displayed to the user in its original format.

[0066] Step 10:

[0067] The user checks the response message through their device. For example, a message such as "Customer 123, please confirm your order number" might be displayed.

[0068] (Example 1)

[0069] Next, we will describe Example 1. In the following description, the data processing device 12 will be referred to as the "server," and the smart device 14 will be referred to as the "terminal."

[0070] Conventional inquiry handling systems struggle to securely process inquiry information, leading to a growing demand for systems that can properly manage and process individual inquiry data. Furthermore, the rapid decryption of encrypted inquiry information and the provision of appropriate response messages are also critical challenges. Addressing these challenges necessitates the automation and enhanced security of inquiry handling.

[0071] The identification process performed by the identification processing unit 290 of the data processing device 12 in Example 1 is realized by the following means.

[0072] In this invention, the server includes means for maintaining a database containing query information, means for encrypting unique information related to the query, means for receiving the encrypted unique information as input, decrypting it, and obtaining a response message from the database corresponding to the decrypted unique information, means for generating keys to be used for encryption and decryption, means for receiving input from a terminal and sending that input to the server, and means for receiving a response message from the server and displaying it on the terminal. This enables secure management and rapid decryption of query information, as well as the generation of appropriate response messages.

[0073] "Inquiry information" refers to data related to questions and requests submitted by users.

[0074] A "database" is a system for systematically storing and managing query information and unique data.

[0075] "Unique information" refers to data that includes unique identifiers and content related to individual queries.

[0076] "Encryption" is the process of converting data into a format that cannot be easily understood by a third party.

[0077] "Decryption" is the process of returning encrypted data to its original, understandable format.

[0078] A "key" is a specific string of characters or code used for encryption and decryption.

[0079] A "server" is a computer system that processes and stores data over a network.

[0080] A "terminal" is a device used by a user that communicates with a server to send and receive inquiry information.

[0081] A "response message" is a reply generated and sent by the server based on the query information.

[0082] An "encryption key" is a specific tool or code used to encrypt and decrypt data.

[0083] Modes for carrying out the invention

[0084] This invention relates to a system for automating inquiry handling, and in particular to securely processing individual inquiry information using encryption. The system includes three main components: a server, a terminal, and a user.

[0085] Server Functions

[0086] The server first generates keys used for encryption and decryption. These keys ensure that query information is processed securely. The server then maintains a database containing individual query IDs and their corresponding response messages. The server also receives query IDs from terminals and encrypts them. Furthermore, the encrypted IDs are resent to the server, which decrypts them and retrieves the message corresponding to the original query ID from the database.

[0087] Specifically, the server uses libraries such as Python's cryptography library to implement the encryption and decryption processes. The server generates an encryption key using the AES (Advanced Encryption Standard) algorithm and encrypts the query information.

[0088] Device functions

[0089] The terminal receives input from the user and sends it to the server. When the user enters an inquiry ID, this ID is sent to the server. The terminal also has the function of displaying the response message received from the server to the user.

[0090] Specifically, the terminal securely sends the entered inquiry ID to the server using HTTPS. The response message received from the server is then displayed to the user through the terminal's application.

[0091] User actions

[0092] The user enters an inquiry ID via their device. For example, if the user is a customer, they enter a customer ID. This input is sent from the device to the server. The server then decrypts this input, generates a corresponding response message, and returns it to the device. The user can finally view the response message on their device.

[0093] Specific examples and prompt statements

[0094] 1. Inquiries from internal employees

[0095] Situation: Employee 789 inquires about materials for the next meeting.

[0096] Example of a prompt:

[0097] Employee 789 will inquire about the materials for the next meeting. Please generate a response message.

[0098] Process Summary: Employee 789 enters "employee_789" into the terminal, which then sends it to the server. The server encrypts and stores the ID, and after decryption, generates a response message, "Employee 789, the materials for the next meeting are ready," and sends it back to the terminal. The terminal then displays this message to employee 789.

[0099] 2. Inquiry from the agent

[0100] Situation: Agent 456 inquires about the latest materials.

[0101] Example of a prompt:

[0102] Agent 456 will inquire about the latest materials. Please generate a response message.

[0103] Process Summary: Agent 456 enters "agent_456" into the terminal, which then sends it to the server. The server encrypts and stores the ID, and after decryption, generates a response message, "Agent 456, we have sent you the latest documents. Please check them," and sends it back to the terminal. The terminal displays this message to Agent 456.

[0104] 3. Customer Inquiries

[0105] Situation: Customer 123 inquires about confirming their order number.

[0106] Example of a prompt:

[0107] Customer 123 is inquiring about confirming their order number. Please generate a response message.

[0108] Process Summary: Customer 123 enters "customer_123" into the terminal, which then sends it to the server. The server encrypts and stores the ID, and after decryption, generates a response message, "Customer 123, please confirm your order number," and sends it back to the terminal. The terminal then displays this message to Customer 123.

[0109] In this way, the system of the present invention achieves secure management and rapid decryption of inquiry information, as well as the generation of appropriate response messages. This enables more efficient inquiry handling and enhanced security.

[0110] The flow of the specific processing in Example 1 will be explained using Figure 11.

[0111] Step 1:

[0112] The user enters the inquiry ID using the terminal interface. This input is inserted as text into the terminal's input field. For example, the user enters the inquiry ID "customer_123".

[0113] Step 2:

[0114] The terminal sends the inquiry ID entered by the user to the server. This transmission is secure using the HTTPS protocol. The input is in text format and is sent directly to the server as a POST request.

[0115] Step 3:

[0116] The server encrypts the received query ID. This process first encrypts the query ID using the AES algorithm with a pre-generated encryption key. The input is a query ID in text format, and the output is encrypted binary data.

[0117] Step 4:

[0118] The server saves the encrypted query ID to the database. This saving is done using an SQL INSERT statement. The input is the encrypted query ID, and the output is the status of completion for saving to the database.

[0119] Step 5:

[0120] The server retrieves the stored encrypted ID from the database and decrypts it. This process uses a previously stored encryption key to decrypt the encrypted ID back into the original text-based query ID. The input is encrypted binary data, and the output is the decrypted query ID.

[0121] Step 6:

[0122] The server retrieves the response message corresponding to the decrypted query ID from the database. This process is performed using an SQL SELECT statement, retrieving the corresponding response message from the database. The input is the decrypted query ID, and the output is the corresponding response message.

[0123] Step 7:

[0124] The server sends the received response message to the terminal. This transmission is again securely performed using the HTTPS protocol. The input is the response message in text format, and the output is the status of successful transmission to the terminal.

[0125] Step 8:

[0126] The terminal displays the response message received from the server to the user. This display is output as a message on the terminal's screen. The input is the text-formatted response message received from the server, and the output is the message displayed on the user's screen.

[0127] (Application Example 1)

[0128] Next, we will explain Application Example 1. In the following explanation, the data processing device 12 will be referred to as the "server," and the smart device 14 will be referred to as the "terminal."

[0129] In modern brick-and-mortar stores, there is a need to respond to customer inquiries quickly and securely. However, conventional systems have insufficient encryption technology, resulting in a high risk of information leakage. Furthermore, inquiry processing is time-consuming and inefficient. This raises concerns about decreased customer satisfaction and reduced operational efficiency. Therefore, there is a need to develop a system that encrypts inquiry information for secure processing and provides quick and appropriate responses.

[0130] The specific processing performed by the specific processing unit 290 of the data processing device 12 in Application Example 1 is realized by the following means.

[0131] In this invention, the server includes means for maintaining a database containing query information, means for encrypting unique information related to the query, means for receiving the encrypted unique information as input, decrypting it, and obtaining a response message corresponding to the decrypted unique information from the database, means for outputting the response message, means for encrypting a query entered by a user from a terminal and sending it to the server, and means for the server to decrypt the query, encrypt an appropriate response message, and send it back. This makes it possible to respond to customer inquiries securely and quickly.

[0132] "Inquiry information" refers to information such as questions and requests made by customers, agents, employees, etc., regarding the system.

[0133] A "database" is a system that systematically stores and manages query information and the response messages to those queries.

[0134] "Unique information" refers to individual inquiries and related identification information, including customer IDs, agency IDs, employee IDs, etc.

[0135] "Encryption" is a technique that uses a specific algorithm to convert unique information into a different data format so that it cannot be deciphered by others.

[0136] "Decryption" is the technique of restoring encrypted information to its original format.

[0137] A "response message" is a message generated or retrieved by the system based on the inquiry information and sent back to the user.

[0138] A "terminal" is a device used by a user to input and retrieve inquiry information, and includes smartphones, tablets, computers, and other similar devices.

[0139] A "server" is a central computer system that manages, encrypts, decrypts, generates, and sends response messages for query information.

[0140] An "encryption key" is a specific sequence of data used during encryption and decryption, ensuring secure data transformation.

[0141] "Sending" refers to the process of sending query information from a terminal to a server and receiving a response message.

[0142] This invention provides a customer service system for physical stores. This system includes three main components: a server, a terminal, and a user.

[0143] The server maintains a database containing query information. It has a mechanism to encrypt unique information related to a query, and upon receiving encrypted unique information as input, decrypt it and retrieve a corresponding response message from the database. It also has a mechanism to output response messages. Furthermore, it has a function to encrypt queries entered by the user from a terminal and send them to the server. The server decrypts the query, encrypts the appropriate response message, and sends it back, achieving high security and rapid response.

[0144] The terminal's role is to receive input from the user and send it to the server. When the user enters an inquiry ID, the terminal sends this ID to the server. It also has the function of displaying the response message received from the server to the user.

[0145] The user enters an inquiry ID through the terminal. For example, if the user is a customer, they enter their customer ID into the terminal. Once this input is sent to the server, the server decrypts the input, generates a corresponding response message, and returns it to the terminal. Finally, the user can view the response message through the terminal.

[0146] This system utilizes the following hardware and software. The hardware includes smartphones and tablets as terminals, and high-performance computers as servers. The software includes programs written in Python, specifically the Crypto and requests modules. This creates a system that securely and efficiently processes query data.

[0147] Specifically, suppose a customer enters a question on their smartphone such as, "I want to know about the stock availability of this product." This question is encrypted and sent to the server. The server receives this encrypted data, decrypts it, and generates a response message such as, "There are 5 units of product X left in stock." The server also encrypts this response message and sends it to the customer's smartphone. The smartphone decrypts the received encrypted data and displays it to the customer.

[0148] An example of a prompt message is: "Provide a smartphone application program that encrypts a question entered by the user on their smartphone and sends it to the server. The server then decrypts the question, encrypts the appropriate response message, and sends it back. Use AES encryption."

[0149] This type of system allows for safe and rapid responses even when a large number of customers make inquiries simultaneously, which is expected to improve customer satisfaction and operational efficiency.

[0150] The flow of a specific process in Application Example 1 will be explained using Figure 12.

[0151] Step 1:

[0152] The user enters inquiry information using a terminal. The user enters the inquiry details into the terminal's interface and presses the send button. This inquiry content becomes the system's input.

[0153] Step 2:

[0154] The terminal encrypts the input query information. The terminal encrypts the query content using the AES algorithm. A pre-shared encryption key is used for this purpose. The encrypted information is output as encrypted data.

[0155] Step 3:

[0156] The terminal sends encrypted query information to the server. The terminal sends the generated encrypted data to the server via an HTTP POST request. As a result, the data received by the server is encrypted query information.

[0157] Step 4:

[0158] The server decrypts the received encrypted data. The server decrypts the received encrypted data using a pre-shared encryption key. The decrypted data is output as the original query content.

[0159] Step 5:

[0160] The server generates a response message based on the query. The server searches the database based on the decrypted query and retrieves the corresponding response message. This response message is output as generated data.

[0161] Step 6:

[0162] The server encrypts the generated response message. The server then encrypts the received response message again using the AES algorithm, using the same encryption key. The encrypted response message is output as encrypted data.

[0163] Step 7:

[0164] The server sends an encrypted response message to the terminal. The server sends the generated encrypted data to the terminal via an HTTP POST request. As a result, the data received by the terminal is an encrypted response message.

[0165] Step 8:

[0166] The terminal decrypts the encrypted data it receives. The terminal decrypts the encrypted data received from the server using the shared encryption key. The decrypted data is output as the original response message.

[0167] Step 9:

[0168] The device displays a response message to the user. The device displays the decoded response message on the user's screen. This allows the user to finally confirm the response message.

[0169] Furthermore, an emotion engine that estimates the user's emotions may be incorporated. That is, the identification processing unit 290 may use the emotion identification model 59 to estimate the user's emotions and perform identification processing using the user's emotions.

[0170] This invention relates to a system for automating inquiry handling, and in particular to securely processing individual inquiry information using encryption. Furthermore, the invention incorporates an emotion engine that recognizes the user's emotions and optimizes response messages accordingly. The embodiments for carrying out the invention are described in detail below.

[0171] Server Functions

[0172] The server manages query information and provides a means to encrypt unique information related to the query. Furthermore, the server has the functionality to receive the encrypted unique information, decrypt it, and obtain a response message corresponding to the decrypted unique information. This ensures the security of the query information.

[0173] First, the server generates keys used for encryption and decryption. These keys are used to encrypt and decrypt the query information. The server also maintains a database where it stores individual query IDs for customers, agents, employees, etc., and their corresponding response messages.

[0174] Functions of the Emotion Engine

[0175] The server incorporates an emotion engine that recognizes user emotions. This emotion engine uses methods such as voice analysis, facial expression analysis, and input text analysis to recognize user emotions. The recognized emotion data is used to optimize response messages.

[0176] Device functions

[0177] The terminal's role is to receive input from the user and send it to the server. When the user enters an inquiry ID and provides additional information such as voice and facial expressions as needed, the terminal sends this information to the server. It also has the function of displaying the response message received from the server to the user.

[0178] User actions

[0179] The user enters an inquiry ID through the terminal. For example, if the user is a customer, they enter a customer ID into the terminal, and this input is sent to the server. Furthermore, the user's tone of voice and facial expressions are detected, and this information is also sent to the server. The server decodes this input, analyzes the emotional data using an emotion engine, generates a corresponding response message, and returns it to the terminal. Finally, the user can see the optimized response message through the terminal.

[0180] Specific example

[0181] Internal employee inquiry: When employee 789 inquires about the materials for the next meeting, the server encrypts "employee_789" and receives employee 789's inquiry via the terminal. The server decrypts the encrypted ID and retrieves a response message from the database, such as "Employee 789, the materials for the next meeting are ready." The server then uses an emotion engine to analyze the user's emotional data. For example, if the user is feeling anxious, the server generates a polite response message tailored to that emotion.

[0182] Agent Inquiry: When agent 456 inquires about the latest materials, the ID entered is "agent_456". The server receives this ID encrypted, decrypts it, and retrieves the message "Agent 456, we have sent you the latest materials, please check them." from the database. An emotion engine is used to analyze the user's emotions, and if the user is excited, for example, a response message in a calm tone is generated.

[0183] Customer Inquiry: When customer 123 inquires about confirming their order number, the ID entered is "customer_123". The server encrypts this ID and receives it via the terminal. The server decrypts the encrypted ID, retrieves the message "Customer 123, please confirm your order number" from the database, and uses the emotion engine to analyze the customer's emotions. For example, if the customer is angry, the server generates a response message that will alleviate those emotions.

[0184] This will streamline inquiry handling while simultaneously improving the user experience. The introduction of an emotion engine allows response messages to adapt to the user's emotions, enabling more appropriate and human-centered responses.

[0185] The following describes the processing flow.

[0186] Step 1:

[0187] The server prepares a database to hold query information. The database stores a unique query ID and its corresponding response message.

[0188] Step 2:

[0189] The server generates encryption keys for encryption and decryption. Security is ensured by encrypting unique information using these keys.

[0190] Step 3:

[0191] The terminal accepts the user's inquiry ID and emotion data. For example, the user enters the ID "customer_123" and also provides voice and facial expression data.

[0192] Step 4:

[0193] The terminal sends the entered inquiry ID to the server, along with the collected sentiment data.

[0194] Step 5:

[0195] The server decrypts the sent query ID and retrieves the original query ID. The server also analyzes the sentiment data using the sentiment engine.

[0196] Step 6:

[0197] Based on the query ID decrypted by the server, the database is searched to retrieve the corresponding response message.

[0198] Step 7:

[0199] The server optimizes the acquired response message based on the sentiment analysis results from the emotion engine, modifying it to suit the user's emotions. For example, if the user is feeling anxious, reassuring language will be added.

[0200] Step 8:

[0201] The server encrypts the optimized response message and sends it to the terminal, ensuring the confidentiality of the message.

[0202] Step 9:

[0203] The device receives and decrypts the encrypted response message. The decrypted response message is then displayed to the user.

[0204] Step 10:

[0205] The user sees an optimized response message through their device. For example, a message such as, "Customer 123, please confirm your order number. If you have any questions, please do not hesitate to let us know," might be displayed.

[0206] This series of processing steps ensures the secure management of inquiry information and enables appropriate responses that are responsive to the user's emotions.

[0207] (Example 2)

[0208] Next, we will describe Example 2. In the following description, the data processing device 12 will be referred to as the "server" and the smart device 14 as the "terminal".

[0209] Current inquiry handling systems have drawbacks, such as their inability to efficiently process user input and their inability to provide responses that take user emotions into consideration, resulting in a poor user experience. In particular, the lack of sufficient security protection for inquiry information and the provision of personalized responses makes it difficult to balance confidentiality with customer satisfaction.

[0210] The specific processing performed by the specific processing unit 290 of the data processing device 12 in Example 2 is realized by the following means. In this invention, the server includes means for receiving input from the user, means for encrypting the received inquiry information, means for transmitting encrypted unique information to the server, means for decrypting the encrypted information, means for obtaining a corresponding response message from the database, means for analyzing the user's emotions, means for optimizing the response message based on the analysis results, and means for displaying the optimized response message to the user. This makes it possible to safely handle inquiry information, perform emotion analysis to generate an optimal response message tailored to the user's emotions, and improve the user experience.

[0211] "Means of receiving user input" refers to the interface used by the user to input inquiry information, and includes input devices such as keyboards, mice, microphones, cameras, and touchscreens.

[0212] "Means of encrypting received inquiry information" refers to the process of transforming data using encryption algorithms in order to protect inquiry information obtained from users from third parties.

[0213] "Means for sending encrypted unique information to a server" refers to communication means for sending encrypted query information to a server over a network.

[0214] "Means for decrypting encrypted information" refers to the process by which a server uses a secret key and an appropriate algorithm to decrypt data in order to restore the encrypted query information it has received.

[0215] "Means of obtaining the corresponding response message from the database" refers to the process of searching for and retrieving the corresponding response message from a pre-stored database based on the decrypted query information.

[0216] "Methods for analyzing user emotions" refers to the process of identifying a user's emotional state using emotion recognition algorithms based on the user's voice, facial expressions, input text, etc.

[0217] "Means for optimizing response messages based on analysis results" refers to a process that appropriately adjusts the acquired response message according to the user's sentiment analysis results and provides it in a more personalized format.

[0218] "Means for displaying an optimized response message to the user" refers to an interface for displaying an optimized response message on the user's terminal, and includes, for example, a display, speaker, or other output device.

[0219] This invention relates to a system for automating inquiry handling, and more particularly to a system that combines encryption technology and sentiment recognition technology to securely process individual inquiry information and provide an optimal response message tailored to the user's emotions.

[0220] overview

[0221] This system receives inquiry information from users, encrypts it, sends it to the server, decrypts it on the server to obtain a corresponding response message, further analyzes the user's emotions to optimize the response message, and finally displays it to the user.

[0222] Hardware and software used

[0223] 1. Terminal

[0224] Input interface: Keyboard, mouse, touchscreen

[0225] Sensors: Camera (for facial recognition), microphone (for voice recognition)

[0226] Communication module: Wi-Fi, Bluetooth

[0227] 2. Server

[0228] Database: Stores unique information and response messages.

[0229] Encryption / Decryption Module: Encryption and decryption using public and private keys.

[0230] Emotion Engine: Software that performs voice analysis, facial expression analysis, and text analysis.

[0231] System processing flow

[0232] User actions:

[0233] Users enter their customer ID and inquiry details into the terminal. Additional information such as voice data and facial expressions is also collected. This enables the analysis of the user's emotions.

[0234] Terminal processing:

[0235] The terminal retrieves the entered information and encrypts the query information using a public key. The encrypted information is then sent to the server via the communication module.

[0236] Server processing:

[0237] The server decrypts the received encrypted information using a secret key and retrieves the corresponding response message from the database. Furthermore, it analyzes the user's emotions using an emotion engine and optimizes the response message based on the results.

[0238] Display of response message:

[0239] Optimized response messages are sent from the server to the terminal and displayed to the user. The emotion engine analyzes the user's voice and facial expressions using the camera and microphone.

[0240] Specific example

[0241] Example 1: Inquiry from an internal employee

[0242] When an employee inquires about the materials for the next meeting, they provide voice and facial expression data along with the ID "employee_789". The server receives a basic message, "Employee 789, the materials for the next meeting are ready," and if the emotion engine detects anxiety, it optimizes it to, "Employee 789, please rest assured. The materials for the next meeting are ready."

[0243] Example 2: Inquiry from an agency

[0244] When an agent inquires about the latest materials, they send the request to the server along with the ID "agent_456". The server receives a basic message, "Agent 456, we have sent you the latest materials," and if the emotion engine detects excitement, it optimizes it to, "We have sent you the latest materials, please check them."

[0245] Example of a prompt

[0246] "Please generate an appropriate response message based on the following information. The user ID is employee_789, the inquiry concerns materials for the next meeting, and the user's emotional state is anxious."

[0247] In this way, the system achieves secure and personalized customer support by utilizing encryption and sentiment analysis technologies.

[0248] The flow of the specific processing in Example 2 will be explained using Figure 13.

[0249] Step 1:

[0250] The user enters inquiry information using the terminal. An inquiry ID and necessary voice and facial expression data are also collected. The entered data is temporarily stored in internal memory.

[0251] Input: Inquiry ID, voice data, facial expression data

[0252] Output: Temporary data in internal memory

[0253] Specific actions:

[0254] The user enters the following information into the terminal: Customer ID, Inquiry details.

[0255] The device uses a microphone to record audio and a camera to capture facial expressions.

[0256] This data is temporarily stored in the device's memory.

[0257] Step 2:

[0258] The device encrypts temporarily stored query information. A public key is used to maintain data security.

[0259] Input: Temporarily saved inquiry information

[0260] Output: Encrypted query information

[0261] Specific actions:

[0262] The inquiry ID stored on the device is encrypted using a public key.

[0263] Voice data and facial expression data are also encrypted in the same way.

[0264] Step 3:

[0265] The terminal sends encrypted query information to the server. The data is securely transferred via network communication.

[0266] Input: Encrypted query information

[0267] Output: Sending data to the server

[0268] Specific actions:

[0269] The terminal uses a communication module to send encrypted data packets to the server.

[0270] Step 4:

[0271] The server decrypts the received encrypted information. It uses the private key to retrieve the original query information.

[0272] Input: Encrypted query information

[0273] Output: Decrypted inquiry information

[0274] Specific operations:

[0275] The server decrypts the received information using the private key and obtains the original inquiry ID, voice data, and facial expression data.

[0276] Step 5:

[0277] The server obtains the corresponding response message from the database based on the inquiry ID. Perform a database query with the inquiry ID as the key.

[0278] Input: Decrypted inquiry ID

[0279] Output: Basic response message

[0280] Specific operations:

[0281] The server queries the database and obtains the response message for the inquiry ID.

[0282] Step 6:

[0283] The server analyzes the decrypted voice data and facial expression data to recognize the user's emotion. Perform the analysis using an emotion engine.

[0284] Input: Decrypted voice data, facial expression data

[0285] Output: Recognized emotion data

[0286] Specific operations:

[0287] The server's emotion engine performs voice tone analysis and facial expression analysis to identify the user's emotion.

[0288] Step 7:

[0289] The server optimizes the response message based on the received response message and recognized sentiment data. It adjusts the content of the response message based on the results of sentiment analysis.

[0290] Input: Basic response message, recognized emotion data

[0291] Output: Optimized response message

[0292] Specific actions:

[0293] The server adjusts the base message and generates an appropriate message that matches the user's emotions.

[0294] Step 8:

[0295] The server sends an optimized response message to the terminal and displays it to the user. The optimized message is displayed on the user's screen.

[0296] Input: Optimized response message

[0297] Output: Response message displayed to the user

[0298] Specific actions:

[0299] The terminal receives the message sent from the server and displays it on the user's screen, allowing the user to see the optimized response message.

[0300] (Application Example 2)

[0301] Next, we will explain application example 2. In the following explanation, the data processing device 12 will be referred to as a "server" and the smart device 14 as a "terminal".

[0302] Conventional inquiry handling systems lacked sufficient encryption to ensure the security of inquiry information, posing a risk of confidential information leakage. Furthermore, they provided uniform response messages that did not consider user emotions, hindering the improvement of the user experience. This invention aims to solve these problems and provide a system that ensures the security of inquiry information while providing appropriate response messages tailored to the user's emotions.

[0303] The specific processing performed by the specific processing unit 290 of the data processing device 12 in Application Example 2 is realized by the following means. In this invention, the server includes means for holding a database containing query information, means for encrypting unique information related to the query, means for receiving the encrypted unique information as input, decrypting it, and obtaining a response message corresponding to the decrypted unique information from the database, means for outputting the response message, and means for recognizing the user's emotions and optimizing the response message based on the recognized emotions. This makes it possible to provide an optimized response message that corresponds to the user's emotions.

[0304] "Means for holding a database containing query information" refers to a component that stores query information and makes it quickly accessible as needed.

[0305] "Means for encrypting unique information related to an inquiry" refers to components for encrypting this information in order to protect the confidentiality of the inquiry information.

[0306] "A means of receiving encrypted unique information as input, decrypting it, and obtaining a response message from a database corresponding to the decrypted unique information" refers to a component for decrypting encrypted information and obtaining an appropriate response message based on that information.

[0307] "Means for outputting a response message" refers to a component for displaying the acquired response message to the user.

[0308] The "means for recognizing the user's emotion and optimizing the response message based on the recognized emotion" is a component for analyzing the user's emotion and generating an appropriate and human-like response message based on the analysis result.

[0309] "Unique information" is identification information for identifying a specific user, agent, or employee.

[0310] "Encryption key" is a secret key used for encryption and decryption, and is for protecting the confidentiality of the inquiry information.

[0311] The present invention relates to a system for securely processing inquiry information by encrypting it in an inquiry response system, and automatically generating an optimal response message by identifying the user's emotion. Hereinafter, specific embodiments for implementing the invention will be described.

[0312] System Configuration

[0313] The system of the present invention consists of three main components: a server, a terminal, and a user. The server performs main processing and provides an optimal response message to the user by communicating with the terminal.

[0314] Server Functions

[0315] 1. Database management function:

[0316] The server holds a database including inquiry information. In this database, inquiry information of users, agents, employees, etc. is stored.

[0317] 2. Encryption / decryption function:

[0318] The server encrypts unique information related to the query and generates and uses encryption keys to decrypt the encrypted unique information. This ensures the confidentiality of the query information.

[0319] 3. Emotional Engine:

[0320] The server has a built-in emotion engine that recognizes user emotions. It performs voice and text analysis to extract emotion data from user input.

[0321] 4. Response message generation function:

[0322] The server retrieves response messages from the database based on decrypted unique information and generates the most appropriate response message tailored to the user's emotions.

[0323] Device functions

[0324] 1. Receiving user input:

[0325] The terminal receives information such as the user's inquiry ID and inquiry details, and sends this information to the server.

[0326] 2. Sending emotional data:

[0327] The device captures the user's voice and input text and sends it to the server.

[0328] 3. Display of response message:

[0329] The terminal displays the optimized response message received from the server to the user.

[0330] User actions

[0331] The user enters an inquiry ID using their device and sends voice or text messages as needed. This information is encrypted and sent to the server. The server decrypts it and analyzes the user's emotions using an emotion engine. A response message generated based on the results is then sent back to the device and displayed to the user.

[0332] Hardware and software to be used

[0333] Hardware:

[0334] Smartphones, tablets, and other devices

[0335] Server Computer

[0336] software:

[0337] Encryption libraries for encryption and decryption (e.g., Python's cryptography library)

[0338] Emotion engines for emotion analysis (e.g., the emotion_recognition library)

[0339] Specific example

[0340] For example, if a user asks, "My order hasn't arrived yet, what's going on?", the system will operate as follows:

[0341] 1. Anger is detected from the user's statements.

[0342] 2. The server generates a response message saying, "We apologize for the current situation, customer. We will address the issue immediately, so please wait a moment," and sends it to the terminal.

[0343] 3. The device displays this message to the user.

[0344] Example of a prompt

[0345] "Inquiry ID: 12345, my order hasn't arrived yet. What's going on?"

[0346] "We apologize for the current situation, customer. We will address the issue immediately, so please wait a moment."

[0347] The flow of a specific process in Application Example 2 will be explained using Figure 14.

[0348] Step 1:

[0349] The user operates the terminal and enters the inquiry ID and inquiry details. The information entered includes text and voice data entered by the user. The terminal temporarily stores this information.

[0350] Input: User ID, Inquiry ID, Inquiry details (text or voice)

[0351] Output: Temporarily saved user information and query details

[0352] Step 2:

[0353] The terminal encrypts the entered inquiry ID and inquiry content. An encryption key is used for encryption. The encrypted data is sent from the terminal to the server.

[0354] Input: Temporarily stored user information and inquiry details, encryption key

[0355] Output: Encrypted user information and inquiry details

[0356] Step 3:

[0357] The server receives encrypted unique information and decrypts it. The same encryption key is used for decryption. Based on the decrypted unique information, the server retrieves the corresponding response message from the database.

[0358] Input: Encrypted user information and inquiry details, encryption key

[0359] Output: Decoded user information and query details, and corresponding response messages.

[0360] Step 4:

[0361] The server analyzes the inquiry content and uses an emotion engine to recognize the user's emotions. It performs speech analysis for voice data and text analysis for text data. Based on the results of the emotion analysis, it optimizes the response message.

[0362] Input: Decrypted query content

[0363] Output: User sentiment data, optimized response messages

[0364] Step 5:

[0365] The server encrypts the optimized response message and sends it to the terminal. An encryption key is used for encryption. The terminal receives the encrypted response message.

[0366] Input: Optimized response message, encryption key

[0367] Output: Encrypted optimized response message

[0368] Step 6:

[0369] The device decrypts the received encrypted response message and displays it to the user. The user then reviews the decrypted, optimized response message through the device.

[0370] Input: Encrypted optimized response message, encryption key

[0371] Output: Decoded and optimized response message displayed on the terminal

[0372] Specific example

[0373] The following shows a series of processes with a concrete example.

[0374] 1. The user enters the following inquiry into the terminal: "My order hasn't arrived yet, what's going on?"

[0375] 2. The device encrypts the contents and sends them to the server.

[0376] 3. The server decrypts the encrypted information and retrieves the corresponding response message, "We are checking your order status," from the database.

[0377] 4. The server analyzes the user's input using an emotion engine and recognizes the emotion of anger.

[0378] 5. The server generates an emotionally appropriate response message, "We apologize for the current situation, customer. We will address this immediately," and encrypts it before sending it to the terminal.

[0379] 6. The device decrypts the encrypted message and displays it to the user.

[0380] The specific processing unit 290 transmits the result of the specific processing to the smart device 14. In the smart device 14, the control unit 46A causes the output device 40 to output the result of the specific processing. The microphone 38B acquires audio indicating user input for the result of the specific processing. The control unit 46A transmits the audio data indicating user input acquired by the microphone 38B to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the audio data.

[0381] Data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of data generation model 58 is ChatGPT (registered trademark) (Internet search).<URL: https: / / openai.com / blog / chatgpt> ), Gemini (registered trademark) (Internet search) <url: https: gemini.google.com ?hl="ja">Examples of generative AI include the following. The data generation model 58 is obtained by performing deep learning on a neural network. The data generation model 58 is input with prompts containing instructions, and with inference data such as audio data representing speech, text data representing text, and image data representing images. The data generation model 58 infers from the input inference data according to the instructions indicated by the prompts, and outputs the inference results in data formats such as audio data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[0382] In the above embodiment, an example was given in which specific processing is performed by the data processing device 12, but the technology of this disclosure is not limited thereto, and the specific processing may also be performed by the smart device 14.

[0383] [Second Embodiment]

[0384] Figure 3 shows an example of the configuration of the data processing system 210 according to the second embodiment.

[0385] As shown in Figure 3, the data processing system 210 includes a data processing device 12 and smart glasses 214. An example of the data processing device 12 is a server.

[0386] The data processing device 12 comprises a computer 22, a database 24, and a communication interface 26. The computer 22 is an example of a "computer" related to the technology of this disclosure. The computer 22 comprises a processor 28, RAM 30, and storage 32. The processor 28, RAM 30, and storage 32 are connected to a bus 34. The database 24 and the communication interface 26 are also connected to the bus 34. The communication interface 26 is connected to a network 54. An example of the network 54 is a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[0387] The smart glasses 214 include a computer 36, a microphone 238, a speaker 240, a camera 42, and a communication interface 44. The computer 36 includes a processor 46, RAM 48, and storage 50. The processor 46, RAM 48, and storage 50 are connected to a bus 52. The microphone 238, speaker 240, and camera 42 are also connected to the bus 52.

[0388] The microphone 238 receives voice signals from the user 20 and receives instructions from the user 20. The microphone 238 captures the voice signals from the user 20, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs audio according to the instructions from the processor 46.

[0389] Camera 42 is a small digital camera equipped with an optical system including a lens, aperture, and shutter, and an image sensor such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the area around the user 20 (for example, an imaging range defined by a field of view equivalent to the width of a typical healthy person's field of vision).

[0390] Communication interface 44 is connected to network 54. Communication interfaces 44 and 26 are responsible for the exchange of various information between processor 46 and processor 28 via network 54. The exchange of various information between processor 46 and processor 28 using communication interfaces 44 and 26 is performed in a secure manner.

[0391] Figure 4 shows an example of the main functions of the data processing device 12 and the smart glasses 214. As shown in Figure 4, the data processing device 12 performs specific processing using the processor 28. The storage 32 stores the specific processing program 56.

[0392] The specific processing program 56 is an example of a "program" relating to the technology of this disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0393] The storage 32 stores the data generation model 58 and the emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[0394] In the smart glasses 214, the processor 46 performs the reception output processing. The storage 50 stores the reception output program 60. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output processing is realized by the processor 46 operating as a control unit 46A according to the reception output program 60 executed on the RAM 48.

[0395] Next, the identification processing performed by the identification processing unit 290 of the data processing device 12 will be described. In the following description, the data processing device 12 will be referred to as the "server" and the smart glasses 214 will be referred to as the "terminal".

[0396] The present invention relates to a system for automating inquiry handling, and in particular to securely processing individual inquiry information using encryption. Embodiments for carrying out the present invention are described in detail below.

[0397] This system includes three main components: servers, terminals, and users.

[0398] Server Functions

[0399] The server manages query information and provides a means to encrypt unique information related to the query. Furthermore, the server has the functionality to receive the encrypted unique information, decrypt it, and obtain a response message corresponding to the decrypted unique information.

[0400] First, the server generates keys used for encryption and decryption, ensuring the security of the inquiry information. Next, the server maintains a database where individual inquiry IDs for customers, agents, employees, etc., and their corresponding response messages are stored.

[0401] Device functions

[0402] The terminal's role is to receive input from the user and send it to the server. When the user enters an inquiry ID, the terminal sends this ID to the server. It also has the function of displaying the response message received from the server to the user.

[0403] User actions

[0404] The user enters an inquiry ID through the terminal. For example, if the user is a customer, they enter their customer ID into the terminal, and this input is sent to the server. The server decrypts this input, generates a corresponding response message, and returns it to the terminal. Finally, the user can view the response message through the terminal.

[0405] Specific example

[0406] Internal employee inquiry: When employee 789 inquires about the materials for the next meeting, the server encrypts "employee_789" and receives employee 789's inquiry via the terminal. The server decrypts the encrypted ID, retrieves the response message "Employee 789, the materials for the next meeting are ready," from the database, and sends it to the terminal.

[0407] Agent Inquiry: When agent 456 inquires about the latest materials, the ID entered is "agent_456". The server receives this ID encrypted, decrypts it, retrieves the message "Agent 456, we have sent you the latest materials, please check them" from the database, and sends it back to the agent via the terminal.

[0408] Customer Inquiry: When customer 123 inquires about confirming their order number, the ID entered is "customer_123". The server encrypts this ID and receives it via the terminal. The server decrypts the encrypted ID, retrieves the message "Customer 123, please confirm your order number" from the database, and sends it back to the customer via the terminal.

[0409] In this way, the system of the present invention can streamline the handling of inquiries both inside and outside the company, and provide appropriate responses while ensuring security.

[0410] The following describes the processing flow.

[0411] Step 1:

[0412] The server prepares a database to hold query information. The database stores a unique query ID and its corresponding response message.

[0413] Step 2:

[0414] The server generates encryption keys for encryption and decryption. Security is ensured by encrypting unique information using these keys.

[0415] Step 3:

[0416] The terminal accepts the user's inquiry ID. For example, the user enters "customer_123".

[0417] Step 4:

[0418] The server encrypts the entered inquiry ID. The encrypted ID is protected from third parties and transmitted securely within the system.

[0419] Step 5:

[0420] The device sends an encrypted ID to the server. This allows the server to receive the query.

[0421] Step 6:

[0422] The server receives the encrypted ID and decrypts it. Decryption retrieves the original query ID.

[0423] Step 7:

[0424] The server searches the database based on the decrypted query ID and retrieves the corresponding response message.

[0425] Step 8:

[0426] The server encrypts the response message it receives and sends it to the terminal.

[0427] Step 9:

[0428] The device receives the encrypted response message and decrypts it. The decrypted response message is then displayed to the user in its original format.

[0429] Step 10:

[0430] The user checks the response message through their device. For example, a message such as "Customer 123, please confirm your order number" might be displayed.

[0431] (Example 1)

[0432] Next, we will describe Example 1. In the following description, the data processing device 12 will be referred to as the "server," and the smart glasses 214 will be referred to as the "terminal."

[0433] Conventional inquiry handling systems struggle to securely process inquiry information, leading to a growing demand for systems that can properly manage and process individual inquiry data. Furthermore, the rapid decryption of encrypted inquiry information and the provision of appropriate response messages are also critical challenges. Addressing these challenges necessitates the automation and enhanced security of inquiry handling.

[0434] The identification process performed by the identification processing unit 290 of the data processing device 12 in Example 1 is realized by the following means.

[0435] In this invention, the server includes means for maintaining a database containing query information, means for encrypting unique information related to the query, means for receiving the encrypted unique information as input, decrypting it, and obtaining a response message from the database corresponding to the decrypted unique information, means for generating keys to be used for encryption and decryption, means for receiving input from a terminal and sending that input to the server, and means for receiving a response message from the server and displaying it on the terminal. This enables secure management and rapid decryption of query information, as well as the generation of appropriate response messages.

[0436] "Inquiry information" refers to data related to questions and requests submitted by users.

[0437] A "database" is a system for systematically storing and managing query information and unique data.

[0438] "Unique information" refers to data that includes unique identifiers and content related to individual queries.

[0439] "Encryption" is the process of converting data into a format that cannot be easily understood by a third party.

[0440] "Decryption" is the process of returning encrypted data to its original, understandable format.

[0441] A "key" is a specific string of characters or code used for encryption and decryption.

[0442] A "server" is a computer system that processes and stores data over a network.

[0443] A "terminal" is a device used by a user that communicates with a server to send and receive inquiry information.

[0444] A "response message" is a reply generated and sent by the server based on the query information.

[0445] An "encryption key" is a specific tool or code used to encrypt and decrypt data.

[0446] Modes for carrying out the invention

[0447] This invention relates to a system for automating inquiry handling, and in particular to securely processing individual inquiry information using encryption. The system includes three main components: a server, a terminal, and a user.

[0448] Server Functions

[0449] The server first generates keys used for encryption and decryption. These keys ensure that query information is processed securely. The server then maintains a database containing individual query IDs and their corresponding response messages. The server also receives query IDs from terminals and encrypts them. Furthermore, the encrypted IDs are resent to the server, which decrypts them and retrieves the message corresponding to the original query ID from the database.

[0450] Specifically, the server uses libraries such as Python's cryptography library to implement the encryption and decryption processes. The server generates an encryption key using the AES (Advanced Encryption Standard) algorithm and encrypts the query information.

[0451] Device functions

[0452] The terminal receives input from the user and sends it to the server. When the user enters an inquiry ID, this ID is sent to the server. The terminal also has the function of displaying the response message received from the server to the user.

[0453] Specifically, the terminal securely sends the entered inquiry ID to the server using HTTPS. The response message received from the server is then displayed to the user through the terminal's application.

[0454] User actions

[0455] The user enters an inquiry ID via their device. For example, if the user is a customer, they enter a customer ID. This input is sent from the device to the server. The server then decrypts this input, generates a corresponding response message, and returns it to the device. The user can finally view the response message on their device.

[0456] Specific examples and prompt statements

[0457] 1. Inquiries from internal employees

[0458] Situation: Employee 789 inquires about materials for the next meeting.

[0459] Example of a prompt:

[0460] Employee 789 will inquire about the materials for the next meeting. Please generate a response message.

[0461] Process Summary: Employee 789 enters "employee_789" into the terminal, which then sends it to the server. The server encrypts and stores the ID, and after decryption, generates a response message, "Employee 789, the materials for the next meeting are ready," and sends it back to the terminal. The terminal then displays this message to employee 789.

[0462] 2. Inquiry from the agent

[0463] Situation: Agent 456 inquires about the latest materials.

[0464] Example of a prompt:

[0465] Agent 456 will inquire about the latest materials. Please generate a response message.

[0466] Process Summary: Agent 456 enters "agent_456" into the terminal, which then sends it to the server. The server encrypts and stores the ID, and after decryption, generates a response message, "Agent 456, we have sent you the latest documents. Please check them," and sends it back to the terminal. The terminal displays this message to Agent 456.

[0467] 3. Customer Inquiries

[0468] Situation: Customer 123 inquires about confirming their order number.

[0469] Example of a prompt:

[0470] Customer 123 is inquiring about confirming their order number. Please generate a response message.

[0471] Process Summary: Customer 123 enters "customer_123" into the terminal, which then sends it to the server. The server encrypts and stores the ID, and after decryption, generates a response message, "Customer 123, please confirm your order number," and sends it back to the terminal. The terminal then displays this message to Customer 123.

[0472] In this way, the system of the present invention achieves secure management and rapid decryption of inquiry information, as well as the generation of appropriate response messages. This enables more efficient inquiry handling and enhanced security.

[0473] The flow of the specific processing in Example 1 will be explained using Figure 11.

[0474] Step 1:

[0475] The user enters the inquiry ID using the terminal interface. This input is inserted as text into the terminal's input field. For example, the user enters the inquiry ID "customer_123".

[0476] Step 2:

[0477] The terminal sends the inquiry ID entered by the user to the server. This transmission is secure using the HTTPS protocol. The input is in text format and is sent directly to the server as a POST request.

[0478] Step 3:

[0479] The server encrypts the received query ID. This process first encrypts the query ID using the AES algorithm with a pre-generated encryption key. The input is a query ID in text format, and the output is encrypted binary data.

[0480] Step 4:

[0481] The server saves the encrypted query ID to the database. This saving is done using an SQL INSERT statement. The input is the encrypted query ID, and the output is the status of completion for saving to the database.

[0482] Step 5:

[0483] The server retrieves the stored encrypted ID from the database and decrypts it. This process uses a previously stored encryption key to decrypt the encrypted ID back into the original text-based query ID. The input is encrypted binary data, and the output is the decrypted query ID.

[0484] Step 6:

[0485] The server retrieves the response message corresponding to the decrypted query ID from the database. This process is performed using an SQL SELECT statement, retrieving the corresponding response message from the database. The input is the decrypted query ID, and the output is the corresponding response message.

[0486] Step 7:

[0487] The server sends the received response message to the terminal. This transmission is again securely performed using the HTTPS protocol. The input is the response message in text format, and the output is the status of successful transmission to the terminal.

[0488] Step 8:

[0489] The terminal displays the response message received from the server to the user. This display is output as a message on the terminal's screen. The input is the text-formatted response message received from the server, and the output is the message displayed on the user's screen.

[0490] (Application Example 1)

[0491] Next, we will explain Application Example 1. In the following explanation, the data processing device 12 will be referred to as the "server," and the smart glasses 214 will be referred to as the "terminal."

[0492] In modern brick-and-mortar stores, there is a need to respond to customer inquiries quickly and securely. However, conventional systems have insufficient encryption technology, resulting in a high risk of information leakage. Furthermore, inquiry processing is time-consuming and inefficient. This raises concerns about decreased customer satisfaction and reduced operational efficiency. Therefore, there is a need to develop a system that encrypts inquiry information for secure processing and provides quick and appropriate responses.

[0493] The specific processing performed by the specific processing unit 290 of the data processing device 12 in Application Example 1 is realized by the following means.

[0494] In this invention, the server includes means for maintaining a database containing query information, means for encrypting unique information related to the query, means for receiving the encrypted unique information as input, decrypting it, and obtaining a response message corresponding to the decrypted unique information from the database, means for outputting the response message, means for encrypting a query entered by a user from a terminal and sending it to the server, and means for the server to decrypt the query, encrypt an appropriate response message, and send it back. This makes it possible to respond to customer inquiries securely and quickly.

[0495] "Inquiry information" refers to information such as questions and requests made by customers, agents, employees, etc., regarding the system.

[0496] A "database" is a system that systematically stores and manages query information and the response messages to those queries.

[0497] "Unique information" refers to individual inquiries and related identification information, including customer IDs, agency IDs, employee IDs, etc.

[0498] "Encryption" is a technique that uses a specific algorithm to convert unique information into a different data format so that it cannot be deciphered by others.

[0499] "Decryption" is the technique of restoring encrypted information to its original format.

[0500] A "response message" is a message generated or retrieved by the system based on the inquiry information and sent back to the user.

[0501] A "terminal" is a device used by a user to input and retrieve inquiry information, and includes smartphones, tablets, computers, and other similar devices.

[0502] A "server" is a central computer system that manages, encrypts, decrypts, generates, and sends response messages for query information.

[0503] An "encryption key" is a specific sequence of data used during encryption and decryption, ensuring secure data transformation.

[0504] "Sending" refers to the process of sending query information from a terminal to a server and receiving a response message.

[0505] This invention provides a customer service system for physical stores. This system includes three main components: a server, a terminal, and a user.

[0506] The server maintains a database containing query information. It has a mechanism to encrypt unique information related to a query, and upon receiving encrypted unique information as input, decrypt it and retrieve a corresponding response message from the database. It also has a mechanism to output response messages. Furthermore, it has a function to encrypt queries entered by the user from a terminal and send them to the server. The server decrypts the query, encrypts the appropriate response message, and sends it back, achieving high security and rapid response.

[0507] The terminal's role is to receive input from the user and send it to the server. When the user enters an inquiry ID, the terminal sends this ID to the server. It also has the function of displaying the response message received from the server to the user.

[0508] The user enters an inquiry ID through the terminal. For example, if the user is a customer, they enter their customer ID into the terminal. Once this input is sent to the server, the server decrypts the input, generates a corresponding response message, and returns it to the terminal. Finally, the user can view the response message through the terminal.

[0509] This system utilizes the following hardware and software. The hardware includes smartphones and tablets as terminals, and high-performance computers as servers. The software includes programs written in Python, specifically the Crypto and requests modules. This creates a system that securely and efficiently processes query data.

[0510] Specifically, suppose a customer enters a question on their smartphone such as, "I want to know about the stock availability of this product." This question is encrypted and sent to the server. The server receives this encrypted data, decrypts it, and generates a response message such as, "There are 5 units of product X left in stock." The server also encrypts this response message and sends it to the customer's smartphone. The smartphone decrypts the received encrypted data and displays it to the customer.

[0511] An example of a prompt message is: "Provide a smartphone application program that encrypts a question entered by the user on their smartphone and sends it to the server. The server then decrypts the question, encrypts the appropriate response message, and sends it back. Use AES encryption."

[0512] This type of system allows for safe and rapid responses even when a large number of customers make inquiries simultaneously, which is expected to improve customer satisfaction and operational efficiency.

[0513] The flow of a specific process in Application Example 1 will be explained using Figure 12.

[0514] Step 1:

[0515] The user enters inquiry information using a terminal. The user enters the inquiry details into the terminal's interface and presses the send button. This inquiry content becomes the system's input.

[0516] Step 2:

[0517] The terminal encrypts the input query information. The terminal encrypts the query content using the AES algorithm. A pre-shared encryption key is used for this purpose. The encrypted information is output as encrypted data.

[0518] Step 3:

[0519] The terminal sends encrypted query information to the server. The terminal sends the generated encrypted data to the server via an HTTP POST request. As a result, the data received by the server is encrypted query information.

[0520] Step 4:

[0521] The server decrypts the received encrypted data. The server decrypts the received encrypted data using a pre-shared encryption key. The decrypted data is output as the original query content.

[0522] Step 5:

[0523] The server generates a response message based on the query. The server searches the database based on the decrypted query and retrieves the corresponding response message. This response message is output as generated data.

[0524] Step 6:

[0525] The server encrypts the generated response message. The server then encrypts the received response message again using the AES algorithm, using the same encryption key. The encrypted response message is output as encrypted data.

[0526] Step 7:

[0527] The server sends an encrypted response message to the terminal. The server sends the generated encrypted data to the terminal via an HTTP POST request. As a result, the data received by the terminal is an encrypted response message.

[0528] Step 8:

[0529] The terminal decrypts the encrypted data it receives. The terminal decrypts the encrypted data received from the server using the shared encryption key. The decrypted data is output as the original response message.

[0530] Step 9:

[0531] The device displays a response message to the user. The device displays the decoded response message on the user's screen. This allows the user to finally confirm the response message.

[0532] Furthermore, an emotion engine that estimates the user's emotions may be incorporated. That is, the identification processing unit 290 may use the emotion identification model 59 to estimate the user's emotions and perform identification processing using the user's emotions.

[0533] This invention relates to a system for automating inquiry handling, and in particular to securely processing individual inquiry information using encryption. Furthermore, the invention incorporates an emotion engine that recognizes the user's emotions and optimizes response messages accordingly. The embodiments for carrying out the invention are described in detail below.

[0534] Server Functions

[0535] The server manages query information and provides a means to encrypt unique information related to the query. Furthermore, the server has the functionality to receive the encrypted unique information, decrypt it, and obtain a response message corresponding to the decrypted unique information. This ensures the security of the query information.

[0536] First, the server generates keys used for encryption and decryption. These keys are used to encrypt and decrypt the query information. The server also maintains a database where it stores individual query IDs for customers, agents, employees, etc., and their corresponding response messages.

[0537] Functions of the Emotion Engine

[0538] The server incorporates an emotion engine that recognizes user emotions. This emotion engine uses methods such as voice analysis, facial expression analysis, and input text analysis to recognize user emotions. The recognized emotion data is used to optimize response messages.

[0539] Device functions

[0540] The terminal's role is to receive input from the user and send it to the server. When the user enters an inquiry ID and provides additional information such as voice and facial expressions as needed, the terminal sends this information to the server. It also has the function of displaying the response message received from the server to the user.

[0541] User actions

[0542] The user enters an inquiry ID through the terminal. For example, if the user is a customer, they enter a customer ID into the terminal, and this input is sent to the server. Furthermore, the user's tone of voice and facial expressions are detected, and this information is also sent to the server. The server decodes this input, analyzes the emotional data using an emotion engine, generates a corresponding response message, and returns it to the terminal. Finally, the user can see the optimized response message through the terminal.

[0543] Specific example

[0544] Internal employee inquiry: When employee 789 inquires about the materials for the next meeting, the server encrypts "employee_789" and receives employee 789's inquiry via the terminal. The server decrypts the encrypted ID and retrieves a response message from the database, such as "Employee 789, the materials for the next meeting are ready." The server then uses an emotion engine to analyze the user's emotional data. For example, if the user is feeling anxious, the server generates a polite response message tailored to that emotion.

[0545] Agent Inquiry: When agent 456 inquires about the latest materials, the ID entered is "agent_456". The server receives this ID encrypted, decrypts it, and retrieves the message "Agent 456, we have sent you the latest materials, please check them." from the database. An emotion engine is used to analyze the user's emotions, and if the user is excited, for example, a response message in a calm tone is generated.

[0546] Customer Inquiry: When customer 123 inquires about confirming their order number, the ID entered is "customer_123". The server encrypts this ID and receives it via the terminal. The server decrypts the encrypted ID, retrieves the message "Customer 123, please confirm your order number" from the database, and uses the emotion engine to analyze the customer's emotions. For example, if the customer is angry, the server generates a response message that will alleviate those emotions.

[0547] This will streamline inquiry handling while simultaneously improving the user experience. The introduction of an emotion engine allows response messages to adapt to the user's emotions, enabling more appropriate and human-centered responses.

[0548] The following describes the processing flow.

[0549] Step 1:

[0550] The server prepares a database to hold query information. The database stores a unique query ID and its corresponding response message.

[0551] Step 2:

[0552] The server generates encryption keys for encryption and decryption. Security is ensured by encrypting unique information using these keys.

[0553] Step 3:

[0554] The terminal accepts the user's inquiry ID and emotion data. For example, the user enters the ID "customer_123" and also provides voice and facial expression data.

[0555] Step 4:

[0556] The terminal sends the entered inquiry ID to the server, along with the collected sentiment data.

[0557] Step 5:

[0558] The server decrypts the sent query ID and retrieves the original query ID. The server also analyzes the sentiment data using the sentiment engine.

[0559] Step 6:

[0560] Based on the query ID decrypted by the server, the database is searched to retrieve the corresponding response message.

[0561] Step 7:

[0562] The server optimizes the acquired response message based on the sentiment analysis results from the emotion engine, modifying it to suit the user's emotions. For example, if the user is feeling anxious, reassuring language will be added.

[0563] Step 8:

[0564] The server encrypts the optimized response message and sends it to the terminal, ensuring the confidentiality of the message.

[0565] Step 9:

[0566] The device receives and decrypts the encrypted response message. The decrypted response message is then displayed to the user.

[0567] Step 10:

[0568] The user sees an optimized response message through their device. For example, a message such as, "Customer 123, please confirm your order number. If you have any questions, please do not hesitate to let us know," might be displayed.

[0569] This series of processing steps ensures the secure management of inquiry information and enables appropriate responses that are responsive to the user's emotions.

[0570] (Example 2)

[0571] Next, we will describe Example 2. In the following description, the data processing device 12 will be referred to as the "server" and the smart glasses 214 will be referred to as the "terminal".

[0572] Current inquiry handling systems have drawbacks, such as their inability to efficiently process user input and their inability to provide responses that take user emotions into consideration, resulting in a poor user experience. In particular, the lack of sufficient security protection for inquiry information and the provision of personalized responses makes it difficult to balance confidentiality with customer satisfaction.

[0573] The specific processing performed by the specific processing unit 290 of the data processing device 12 in Example 2 is realized by the following means. In this invention, the server includes means for receiving input from the user, means for encrypting the received inquiry information, means for transmitting encrypted unique information to the server, means for decrypting the encrypted information, means for obtaining a corresponding response message from the database, means for analyzing the user's emotions, means for optimizing the response message based on the analysis results, and means for displaying the optimized response message to the user. This makes it possible to safely handle inquiry information, perform emotion analysis to generate an optimal response message tailored to the user's emotions, and improve the user experience.

[0574] "Means of receiving user input" refers to the interface used by the user to input inquiry information, and includes input devices such as keyboards, mice, microphones, cameras, and touchscreens.

[0575] "Means of encrypting received inquiry information" refers to the process of transforming data using encryption algorithms in order to protect inquiry information obtained from users from third parties.

[0576] "Means for sending encrypted unique information to a server" refers to communication means for sending encrypted query information to a server over a network.

[0577] "Means for decrypting encrypted information" refers to the process by which a server uses a secret key and an appropriate algorithm to decrypt data in order to restore the encrypted query information it has received.

[0578] "Means of obtaining the corresponding response message from the database" refers to the process of searching for and retrieving the corresponding response message from a pre-stored database based on the decrypted query information.

[0579] "Methods for analyzing user emotions" refers to the process of identifying a user's emotional state using emotion recognition algorithms based on the user's voice, facial expressions, input text, etc.

[0580] "Means for optimizing response messages based on analysis results" refers to a process that appropriately adjusts the acquired response message according to the user's sentiment analysis results and provides it in a more personalized format.

[0581] "Means for displaying an optimized response message to the user" refers to an interface for displaying an optimized response message on the user's terminal, and includes, for example, a display, speaker, or other output device.

[0582] This invention relates to a system for automating inquiry handling, and more particularly to a system that combines encryption technology and sentiment recognition technology to securely process individual inquiry information and provide an optimal response message tailored to the user's emotions.

[0583] overview

[0584] This system receives inquiry information from users, encrypts it, sends it to the server, decrypts it on the server to obtain a corresponding response message, further analyzes the user's emotions to optimize the response message, and finally displays it to the user.

[0585] Hardware and software used

[0586] 1. Terminal

[0587] Input interface: Keyboard, mouse, touchscreen

[0588] Sensors: Camera (for facial recognition), microphone (for voice recognition)

[0589] Communication module: Wi-Fi, Bluetooth

[0590] 2. Server

[0591] Database: Stores unique information and response messages.

[0592] Encryption / Decryption Module: Encryption and decryption using public and private keys.

[0593] Emotion Engine: Software that performs voice analysis, facial expression analysis, and text analysis.

[0594] System processing flow

[0595] User actions:

[0596] Users enter their customer ID and inquiry details into the terminal. Additional information such as voice data and facial expressions is also collected. This enables the analysis of the user's emotions.

[0597] Terminal processing:

[0598] The terminal retrieves the entered information and encrypts the query information using a public key. The encrypted information is then sent to the server via the communication module.

[0599] Server processing:

[0600] The server decrypts the received encrypted information using a secret key and retrieves the corresponding response message from the database. Furthermore, it analyzes the user's emotions using an emotion engine and optimizes the response message based on the results.

[0601] Display of response message:

[0602] Optimized response messages are sent from the server to the terminal and displayed to the user. The emotion engine analyzes the user's voice and facial expressions using the camera and microphone.

[0603] Specific example

[0604] Example 1: Inquiry from an internal employee

[0605] When an employee inquires about the materials for the next meeting, they provide voice and facial expression data along with the ID "employee_789". The server receives a basic message, "Employee 789, the materials for the next meeting are ready," and if the emotion engine detects anxiety, it optimizes it to, "Employee 789, please rest assured. The materials for the next meeting are ready."

[0606] Example 2: Inquiry from an agency

[0607] When an agent inquires about the latest materials, they send the request to the server along with the ID "agent_456". The server receives a basic message, "Agent 456, we have sent you the latest materials," and if the emotion engine detects excitement, it optimizes it to, "We have sent you the latest materials, please check them."

[0608] Example of a prompt

[0609] "Please generate an appropriate response message based on the following information. The user ID is employee_789, the inquiry concerns materials for the next meeting, and the user's emotional state is anxious."

[0610] In this way, the system achieves secure and personalized customer support by utilizing encryption and sentiment analysis technologies.

[0611] The flow of the specific processing in Example 2 will be explained using Figure 13.

[0612] Step 1:

[0613] The user enters inquiry information using the terminal. An inquiry ID and necessary voice and facial expression data are also collected. The entered data is temporarily stored in internal memory.

[0614] Input: Inquiry ID, voice data, facial expression data

[0615] Output: Temporary data in internal memory

[0616] Specific actions:

[0617] The user enters the following information into the terminal: Customer ID, Inquiry details.

[0618] The device uses a microphone to record audio and a camera to capture facial expressions.

[0619] This data is temporarily stored in the device's memory.

[0620] Step 2:

[0621] The device encrypts temporarily stored query information. A public key is used to maintain data security.

[0622] Input: Temporarily saved inquiry information

[0623] Output: Encrypted query information

[0624] Specific actions:

[0625] The inquiry ID stored on the device is encrypted using a public key.

[0626] Voice data and facial expression data are also encrypted in the same way.

[0627] Step 3:

[0628] The terminal sends encrypted query information to the server. The data is securely transferred via network communication.

[0629] Input: Encrypted query information

[0630] Output: Sending data to the server

[0631] Specific actions:

[0632] The terminal uses a communication module to send encrypted data packets to the server.

[0633] Step 4:

[0634] The server decrypts the received encrypted information. It uses the private key to retrieve the original query information.

[0635] Input: Encrypted query information

[0636] Output: Decoded query information

[0637] Specific actions:

[0638] The server decrypts the received information using a private key to retrieve the original inquiry ID, voice data, and facial expression data.

[0639] Step 5:

[0640] The server retrieves the corresponding response message from the database based on the query ID. It then performs a database query using the query ID as the key.

[0641] Input: Decrypted query ID

[0642] Output: Basic response message

[0643] Specific actions:

[0644] The server queries the database and retrieves a response message for the query ID.

[0645] Step 6:

[0646] The server analyzes the decoded audio and facial expression data to recognize the user's emotions. This analysis is performed using an emotion engine.

[0647] Input: Decoded audio data, facial expression data

[0648] Output: Recognized emotion data

[0649] Specific actions:

[0650] The server's emotion engine performs voice tone analysis and facial expression analysis to identify the user's emotions.

[0651] Step 7:

[0652] The server optimizes the response message based on the received response message and recognized sentiment data. It adjusts the content of the response message based on the results of sentiment analysis.

[0653] Input: Basic response message, recognized emotion data

[0654] Output: Optimized response message

[0655] Specific actions:

[0656] The server adjusts the base message and generates an appropriate message that matches the user's emotions.

[0657] Step 8:

[0658] The server sends an optimized response message to the terminal and displays it to the user. The optimized message is displayed on the user's screen.

[0659] Input: Optimized response message

[0660] Output: Response message displayed to the user

[0661] Specific actions:

[0662] The terminal receives the message sent from the server and displays it on the user's screen, allowing the user to see the optimized response message.

[0663] (Application Example 2)

[0664] Next, we will explain application example 2. In the following explanation, the data processing device 12 will be referred to as the "server," and the smart glasses 214 will be referred to as the "terminal."

[0665] Conventional inquiry handling systems lacked sufficient encryption to ensure the security of inquiry information, posing a risk of confidential information leakage. Furthermore, they provided uniform response messages that did not consider user emotions, hindering the improvement of the user experience. This invention aims to solve these problems and provide a system that ensures the security of inquiry information while providing appropriate response messages tailored to the user's emotions.

[0666] The specific processing performed by the specific processing unit 290 of the data processing device 12 in Application Example 2 is realized by the following means. In this invention, the server includes means for holding a database containing query information, means for encrypting unique information related to the query, means for receiving the encrypted unique information as input, decrypting it, and obtaining a response message corresponding to the decrypted unique information from the database, means for outputting the response message, and means for recognizing the user's emotions and optimizing the response message based on the recognized emotions. This makes it possible to provide an optimized response message that corresponds to the user's emotions.

[0667] "Means for holding a database containing query information" refers to a component that stores query information and makes it quickly accessible as needed.

[0668] "Means for encrypting unique information related to an inquiry" refers to components for encrypting this information in order to protect the confidentiality of the inquiry information.

[0669] "A means of receiving encrypted unique information as input, decrypting it, and obtaining a response message from a database corresponding to the decrypted unique information" refers to a component for decrypting encrypted information and obtaining an appropriate response message based on that information.

[0670] "Means for outputting a response message" refers to a component for displaying the acquired response message to the user.

[0671] "Means for recognizing user emotions and optimizing response messages based on recognized emotions" refers to components for analyzing user emotions and generating appropriate and humane response messages based on the analysis results.

[0672] "Unique information" refers to identifying information used to identify specific users, agents, or employees.

[0673] An "encryption key" is a private key used for encryption and decryption, and is intended to protect the confidentiality of the inquiry information.

[0674] This invention relates to a system for handling inquiries that encrypts and securely processes inquiry information, identifies the user's emotions, and automatically generates an optimal response message. Specific embodiments for carrying out the invention are described below.

[0675] System Configuration

[0676] The system of the present invention consists of three main components: a server, a terminal, and a user. The server performs the main processing and communicates with the terminal to provide the user with the optimal response message.

[0677] Server Functions

[0678] 1. Database management function:

[0679] The server maintains a database containing inquiry information. This database stores inquiry information from users, agents, employees, and others.

[0680] 2. Encryption and decryption functions:

[0681] The server encrypts unique information related to the query and generates and uses encryption keys to decrypt the encrypted unique information. This ensures the confidentiality of the query information.

[0682] 3. Emotional Engine:

[0683] The server has a built-in emotion engine that recognizes user emotions. It performs voice and text analysis to extract emotion data from user input.

[0684] 4. Response message generation function:

[0685] The server retrieves response messages from the database based on decrypted unique information and generates the most appropriate response message tailored to the user's emotions.

[0686] Device functions

[0687] 1. Receiving user input:

[0688] The terminal receives information such as the user's inquiry ID and inquiry details, and sends this information to the server.

[0689] 2. Sending emotional data:

[0690] The device captures the user's voice and input text and sends it to the server.

[0691] 3. Display of response message:

[0692] The terminal displays the optimized response message received from the server to the user.

[0693] User actions

[0694] The user enters an inquiry ID using their device and sends voice or text messages as needed. This information is encrypted and sent to the server. The server decrypts it and analyzes the user's emotions using an emotion engine. A response message generated based on the results is then sent back to the device and displayed to the user.

[0695] Hardware and software to be used

[0696] Hardware:

[0697] Smartphones, tablets, and other devices

[0698] Server Computer

[0699] software:

[0700] Encryption libraries for encryption and decryption (e.g., Python's cryptography library)

[0701] Emotion engines for emotion analysis (e.g., the emotion_recognition library)

[0702] Specific example

[0703] For example, if a user asks, "My order hasn't arrived yet, what's going on?", the system will operate as follows:

[0704] 1. Anger is detected from the user's statements.

[0705] 2. The server generates a response message saying, "We apologize for the current situation, customer. We will address the issue immediately, so please wait a moment," and sends it to the terminal.

[0706] 3. The device displays this message to the user.

[0707] Example of a prompt

[0708] "Inquiry ID: 12345, my order hasn't arrived yet. What's going on?"

[0709] "We apologize for the current situation, customer. We will address the issue immediately, so please wait a moment."

[0710] The flow of a specific process in Application Example 2 will be explained using Figure 14.

[0711] Step 1:

[0712] The user operates the terminal and enters the inquiry ID and inquiry details. The information entered includes text and voice data entered by the user. The terminal temporarily stores this information.

[0713] Input: User ID, Inquiry ID, Inquiry details (text or voice)

[0714] Output: Temporarily saved user information and query details

[0715] Step 2:

[0716] The terminal encrypts the entered inquiry ID and inquiry content. An encryption key is used for encryption. The encrypted data is sent from the terminal to the server.

[0717] Input: Temporarily stored user information and inquiry details, encryption key

[0718] Output: Encrypted user information and inquiry details

[0719] Step 3:

[0720] The server receives encrypted unique information and decrypts it. The same encryption key is used for decryption. Based on the decrypted unique information, the server retrieves the corresponding response message from the database.

[0721] Input: Encrypted user information and inquiry details, encryption key

[0722] Output: Decoded user information and query details, and corresponding response messages.

[0723] Step 4:

[0724] The server analyzes the inquiry content and uses an emotion engine to recognize the user's emotions. It performs speech analysis for voice data and text analysis for text data. Based on the results of the emotion analysis, it optimizes the response message.

[0725] Input: Decrypted query content

[0726] Output: User sentiment data, optimized response messages

[0727] Step 5:

[0728] The server encrypts the optimized response message and sends it to the terminal. An encryption key is used for encryption. The terminal receives the encrypted response message.

[0729] Input: Optimized response message, encryption key

[0730] Output: Encrypted optimized response message

[0731] Step 6:

[0732] The device decrypts the received encrypted response message and displays it to the user. The user then reviews the decrypted, optimized response message through the device.

[0733] Input: Encrypted optimized response message, encryption key

[0734] Output: Decoded and optimized response message displayed on the terminal

[0735] Specific example

[0736] The following shows a series of processes with a concrete example.

[0737] 1. The user enters the following inquiry into the terminal: "My order hasn't arrived yet, what's going on?"

[0738] 2. The device encrypts the contents and sends them to the server.

[0739] 3. The server decrypts the encrypted information and retrieves the corresponding response message, "We are checking your order status," from the database.

[0740] 4. The server analyzes the user's input using an emotion engine and recognizes the emotion of anger.

[0741] 5. The server generates an emotionally appropriate response message, "We apologize for the current situation, customer. We will address this immediately," and encrypts it before sending it to the terminal.

[0742] 6. The device decrypts the encrypted message and displays it to the user.

[0743] The specific processing unit 290 transmits the result of the specific processing to the smart glasses 214. In the smart glasses 214, the control unit 46A causes the speaker 240 to output the result of the specific processing. The microphone 238 acquires audio indicating user input for the result of the specific processing. The control unit 46A transmits the audio data indicating user input acquired by the microphone 238 to the data processing unit 12. In the data processing unit 12, the specific processing unit 290 acquires the audio data.

[0744] Data generation model 58 is a type of so-called generative AI (Artificial Intelligence). One example of data generation model 58 is ChatGPT (Internet search<URL: https: / / openai.com / blog / chatgpt> ), Gemini (Internet search) <url: https: gemini.google.com ?hl="ja">Examples of generative AI include the following. The data generation model 58 is obtained by performing deep learning on a neural network. The data generation model 58 is input with prompts containing instructions, and with inference data such as audio data representing speech, text data representing text, and image data representing images. The data generation model 58 infers from the input inference data according to the instructions indicated by the prompts, and outputs the inference results in data formats such as audio data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[0745] In the above embodiment, an example was given in which specific processing is performed by the data processing device 12, but the technology of this disclosure is not limited thereto, and the specific processing may also be performed by the smart glasses 214.

[0746] [Third Embodiment]

[0747] Figure 5 shows an example of the configuration of the data processing system 310 according to the third embodiment.

[0748] As shown in Figure 5, the data processing system 310 includes a data processing device 12 and a headset terminal 314. An example of the data processing device 12 is a server.

[0749] The data processing device 12 comprises a computer 22, a database 24, and a communication interface 26. The computer 22 is an example of a "computer" related to the technology of this disclosure. The computer 22 comprises a processor 28, RAM 30, and storage 32. The processor 28, RAM 30, and storage 32 are connected to a bus 34. The database 24 and the communication interface 26 are also connected to the bus 34. The communication interface 26 is connected to a network 54. An example of the network 54 is a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[0750] The headset terminal 314 includes a computer 36, a microphone 238, a speaker 240, a camera 42, a communication interface 44, and a display 343. The computer 36 includes a processor 46, RAM 48, and storage 50. The processor 46, RAM 48, and storage 50 are connected to a bus 52. The microphone 238, speaker 240, camera 42, and display 343 are also connected to the bus 52.

[0751] The microphone 238 receives voice signals from the user 20 and receives instructions from the user 20. The microphone 238 captures the voice signals from the user 20, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs audio according to the instructions from the processor 46.

[0752] Camera 42 is a small digital camera equipped with an optical system including a lens, aperture, and shutter, and an image sensor such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the area around the user 20 (for example, an imaging range defined by a field of view equivalent to the width of a typical healthy person's field of vision).

[0753] Communication interface 44 is connected to network 54. Communication interfaces 44 and 26 are responsible for the exchange of various information between processor 46 and processor 28 via network 54. The exchange of various information between processor 46 and processor 28 using communication interfaces 44 and 26 is performed in a secure manner.

[0754] Figure 6 shows an example of the main functions of the data processing device 12 and the headset terminal 314. As shown in Figure 6, the data processing device 12 performs specific processing using the processor 28. The storage 32 stores the specific processing program 56.

[0755] The specific processing program 56 is an example of a "program" relating to the technology of this disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0756] The storage 32 stores the data generation model 58 and the emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[0757] In the headset terminal 314, the processor 46 performs the reception output processing. The storage 50 stores the reception output program 60. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output processing is realized by the processor 46 operating as a control unit 46A according to the reception output program 60 executed on the RAM 48.

[0758] Next, the specific processing performed by the specific processing unit 290 of the data processing device 12 will be described. In the following description, the data processing device 12 will be referred to as the "server" and the headset terminal 314 will be referred to as the "terminal".

[0759] The present invention relates to a system for automating inquiry handling, and in particular to securely processing individual inquiry information using encryption. Embodiments for carrying out the present invention are described in detail below.

[0760] This system includes three main components: servers, terminals, and users.

[0761] Server Functions

[0762] The server manages query information and provides a means to encrypt unique information related to the query. Furthermore, the server has the functionality to receive the encrypted unique information, decrypt it, and obtain a response message corresponding to the decrypted unique information.

[0763] First, the server generates keys used for encryption and decryption, ensuring the security of the inquiry information. Next, the server maintains a database where individual inquiry IDs for customers, agents, employees, etc., and their corresponding response messages are stored.

[0764] Device functions

[0765] The terminal's role is to receive input from the user and send it to the server. When the user enters an inquiry ID, the terminal sends this ID to the server. It also has the function of displaying the response message received from the server to the user.

[0766] User actions

[0767] The user enters an inquiry ID through the terminal. For example, if the user is a customer, they enter their customer ID into the terminal, and this input is sent to the server. The server decrypts this input, generates a corresponding response message, and returns it to the terminal. Finally, the user can view the response message through the terminal.

[0768] Specific example

[0769] Internal employee inquiry: When employee 789 inquires about the materials for the next meeting, the server encrypts "employee_789" and receives employee 789's inquiry via the terminal. The server decrypts the encrypted ID, retrieves the response message "Employee 789, the materials for the next meeting are ready," from the database, and sends it to the terminal.

[0770] Agent Inquiry: When agent 456 inquires about the latest materials, the ID entered is "agent_456". The server receives this ID encrypted, decrypts it, retrieves the message "Agent 456, we have sent you the latest materials, please check them" from the database, and sends it back to the agent via the terminal.

[0771] Customer Inquiry: When customer 123 inquires about confirming their order number, the ID entered is "customer_123". The server encrypts this ID and receives it via the terminal. The server decrypts the encrypted ID, retrieves the message "Customer 123, please confirm your order number" from the database, and sends it back to the customer via the terminal.

[0772] In this way, the system of the present invention can streamline the handling of inquiries both inside and outside the company, and provide appropriate responses while ensuring security.

[0773] The following describes the processing flow.

[0774] Step 1:

[0775] The server prepares a database to hold query information. The database stores a unique query ID and its corresponding response message.

[0776] Step 2:

[0777] The server generates encryption keys for encryption and decryption. Security is ensured by encrypting unique information using these keys.

[0778] Step 3:

[0779] The terminal accepts the user's inquiry ID. For example, the user enters "customer_123".

[0780] Step 4:

[0781] The server encrypts the entered inquiry ID. The encrypted ID is protected from third parties and transmitted securely within the system.

[0782] Step 5:

[0783] The device sends an encrypted ID to the server. This allows the server to receive the query.

[0784] Step 6:

[0785] The server receives the encrypted ID and decrypts it. Decryption retrieves the original query ID.

[0786] Step 7:

[0787] The server searches the database based on the decrypted query ID and retrieves the corresponding response message.

[0788] Step 8:

[0789] The server encrypts the response message it receives and sends it to the terminal.

[0790] Step 9:

[0791] The device receives the encrypted response message and decrypts it. The decrypted response message is then displayed to the user in its original format.

[0792] Step 10:

[0793] The user checks the response message through their device. For example, a message such as "Customer 123, please confirm your order number" might be displayed.

[0794] (Example 1)

[0795] Next, we will describe Example 1. In the following description, the data processing device 12 will be referred to as the "server," and the headset-type terminal 314 will be referred to as the "terminal."

[0796] Conventional inquiry handling systems struggle to securely process inquiry information, leading to a growing demand for systems that can properly manage and process individual inquiry data. Furthermore, the rapid decryption of encrypted inquiry information and the provision of appropriate response messages are also critical challenges. Addressing these challenges necessitates the automation and enhanced security of inquiry handling.

[0797] The identification process performed by the identification processing unit 290 of the data processing device 12 in Example 1 is realized by the following means.

[0798] In this invention, the server includes means for maintaining a database containing query information, means for encrypting unique information related to the query, means for receiving the encrypted unique information as input, decrypting it, and obtaining a response message from the database corresponding to the decrypted unique information, means for generating keys to be used for encryption and decryption, means for receiving input from a terminal and sending that input to the server, and means for receiving a response message from the server and displaying it on the terminal. This enables secure management and rapid decryption of query information, as well as the generation of appropriate response messages.

[0799] "Inquiry information" refers to data related to questions and requests submitted by users.

[0800] A "database" is a system for systematically storing and managing query information and unique data.

[0801] "Unique information" refers to data that includes unique identifiers and content related to individual queries.

[0802] "Encryption" is the process of converting data into a format that cannot be easily understood by a third party.

[0803] "Decryption" is the process of returning encrypted data to its original, understandable format.

[0804] A "key" is a specific string of characters or code used for encryption and decryption.

[0805] A "server" is a computer system that processes and stores data over a network.

[0806] A "terminal" is a device used by a user that communicates with a server to send and receive inquiry information.

[0807] A "response message" is a reply generated and sent by the server based on the query information.

[0808] An "encryption key" is a specific tool or code used to encrypt and decrypt data.

[0809] Modes for carrying out the invention

[0810] This invention relates to a system for automating inquiry handling, and in particular to securely processing individual inquiry information using encryption. The system includes three main components: a server, a terminal, and a user.

[0811] Server Functions

[0812] The server first generates keys used for encryption and decryption. These keys ensure that query information is processed securely. The server then maintains a database containing individual query IDs and their corresponding response messages. The server also receives query IDs from terminals and encrypts them. Furthermore, the encrypted IDs are resent to the server, which decrypts them and retrieves the message corresponding to the original query ID from the database.

[0813] Specifically, the server uses libraries such as Python's cryptography library to implement the encryption and decryption processes. The server generates an encryption key using the AES (Advanced Encryption Standard) algorithm and encrypts the query information.

[0814] Device functions

[0815] The terminal receives input from the user and sends it to the server. When the user enters an inquiry ID, this ID is sent to the server. The terminal also has the function of displaying the response message received from the server to the user.

[0816] Specifically, the terminal securely sends the entered inquiry ID to the server using HTTPS. The response message received from the server is then displayed to the user through the terminal's application.

[0817] User actions

[0818] The user enters an inquiry ID via their device. For example, if the user is a customer, they enter a customer ID. This input is sent from the device to the server. The server then decrypts this input, generates a corresponding response message, and returns it to the device. The user can finally view the response message on their device.

[0819] Specific examples and prompt statements

[0820] 1. Inquiries from internal employees

[0821] Situation: Employee 789 inquires about materials for the next meeting.

[0822] Example of a prompt:

[0823] Employee 789 will inquire about the materials for the next meeting. Please generate a response message.

[0824] Process Summary: Employee 789 enters "employee_789" into the terminal, which then sends it to the server. The server encrypts and stores the ID, and after decryption, generates a response message, "Employee 789, the materials for the next meeting are ready," and sends it back to the terminal. The terminal then displays this message to employee 789.

[0825] 2. Inquiry from the agent

[0826] Situation: Agent 456 inquires about the latest materials.

[0827] Example of a prompt:

[0828] Agent 456 will inquire about the latest materials. Please generate a response message.

[0829] Process Summary: Agent 456 enters "agent_456" into the terminal, which then sends it to the server. The server encrypts and stores the ID, and after decryption, generates a response message, "Agent 456, we have sent you the latest documents. Please check them," and sends it back to the terminal. The terminal displays this message to Agent 456.

[0830] 3. Customer Inquiries

[0831] Situation: Customer 123 inquires about confirming their order number.

[0832] Example of a prompt:

[0833] Customer 123 is inquiring about confirming their order number. Please generate a response message.

[0834] Process Summary: Customer 123 enters "customer_123" into the terminal, which then sends it to the server. The server encrypts and stores the ID, and after decryption, generates a response message, "Customer 123, please confirm your order number," and sends it back to the terminal. The terminal then displays this message to Customer 123.

[0835] In this way, the system of the present invention achieves secure management and rapid decryption of inquiry information, as well as the generation of appropriate response messages. This enables more efficient inquiry handling and enhanced security.

[0836] The flow of the specific processing in Example 1 will be explained using Figure 11.

[0837] Step 1:

[0838] The user enters the inquiry ID using the terminal interface. This input is inserted as text into the terminal's input field. For example, the user enters the inquiry ID "customer_123".

[0839] Step 2:

[0840] The terminal sends the inquiry ID entered by the user to the server. This transmission is secure using the HTTPS protocol. The input is in text format and is sent directly to the server as a POST request.

[0841] Step 3:

[0842] The server encrypts the received query ID. This process first encrypts the query ID using the AES algorithm with a pre-generated encryption key. The input is a query ID in text format, and the output is encrypted binary data.

[0843] Step 4:

[0844] The server saves the encrypted query ID to the database. This saving is done using an SQL INSERT statement. The input is the encrypted query ID, and the output is the status of completion for saving to the database.

[0845] Step 5:

[0846] The server retrieves the stored encrypted ID from the database and decrypts it. This process uses a previously stored encryption key to decrypt the encrypted ID back into the original text-based query ID. The input is encrypted binary data, and the output is the decrypted query ID.

[0847] Step 6:

[0848] The server retrieves the response message corresponding to the decrypted query ID from the database. This process is performed using an SQL SELECT statement, retrieving the corresponding response message from the database. The input is the decrypted query ID, and the output is the corresponding response message.

[0849] Step 7:

[0850] The server sends the received response message to the terminal. This transmission is again securely performed using the HTTPS protocol. The input is the response message in text format, and the output is the status of successful transmission to the terminal.

[0851] Step 8:

[0852] The terminal displays the response message received from the server to the user. This display is output as a message on the terminal's screen. The input is the text-formatted response message received from the server, and the output is the message displayed on the user's screen.

[0853] (Application Example 1)

[0854] Next, we will explain Application Example 1. In the following explanation, the data processing device 12 will be referred to as the "server," and the headset-type terminal 314 will be referred to as the "terminal."

[0855] In modern brick-and-mortar stores, there is a need to respond to customer inquiries quickly and securely. However, conventional systems have insufficient encryption technology, resulting in a high risk of information leakage. Furthermore, inquiry processing is time-consuming and inefficient. This raises concerns about decreased customer satisfaction and reduced operational efficiency. Therefore, there is a need to develop a system that encrypts inquiry information for secure processing and provides quick and appropriate responses.

[0856] The specific processing performed by the specific processing unit 290 of the data processing device 12 in Application Example 1 is realized by the following means.

[0857] In this invention, the server includes means for maintaining a database containing query information, means for encrypting unique information related to the query, means for receiving the encrypted unique information as input, decrypting it, and obtaining a response message corresponding to the decrypted unique information from the database, means for outputting the response message, means for encrypting a query entered by a user from a terminal and sending it to the server, and means for the server to decrypt the query, encrypt an appropriate response message, and send it back. This makes it possible to respond to customer inquiries securely and quickly.

[0858] "Inquiry information" refers to information such as questions and requests made by customers, agents, employees, etc., regarding the system.

[0859] A "database" is a system that systematically stores and manages query information and the response messages to those queries.

[0860] "Unique information" refers to individual inquiries and related identification information, including customer IDs, agency IDs, employee IDs, etc.

[0861] "Encryption" is a technique that uses a specific algorithm to convert unique information into a different data format so that it cannot be deciphered by others.

[0862] "Decryption" is the technique of restoring encrypted information to its original format.

[0863] A "response message" is a message generated or retrieved by the system based on the inquiry information and sent back to the user.

[0864] A "terminal" is a device used by a user to input and retrieve inquiry information, and includes smartphones, tablets, computers, and other similar devices.

[0865] A "server" is a central computer system that manages, encrypts, decrypts, generates, and sends response messages for query information.

[0866] An "encryption key" is a specific sequence of data used during encryption and decryption, ensuring secure data transformation.

[0867] "Sending" refers to the process of sending query information from a terminal to a server and receiving a response message.

[0868] This invention provides a customer service system for physical stores. This system includes three main components: a server, a terminal, and a user.

[0869] The server maintains a database containing query information. It has a mechanism to encrypt unique information related to a query, and upon receiving encrypted unique information as input, decrypt it and retrieve a corresponding response message from the database. It also has a mechanism to output response messages. Furthermore, it has a function to encrypt queries entered by the user from a terminal and send them to the server. The server decrypts the query, encrypts the appropriate response message, and sends it back, achieving high security and rapid response.

[0870] The terminal's role is to receive input from the user and send it to the server. When the user enters an inquiry ID, the terminal sends this ID to the server. It also has the function of displaying the response message received from the server to the user.

[0871] The user enters an inquiry ID through the terminal. For example, if the user is a customer, they enter their customer ID into the terminal. Once this input is sent to the server, the server decrypts the input, generates a corresponding response message, and returns it to the terminal. Finally, the user can view the response message through the terminal.

[0872] This system utilizes the following hardware and software. The hardware includes smartphones and tablets as terminals, and high-performance computers as servers. The software includes programs written in Python, specifically the Crypto and requests modules. This creates a system that securely and efficiently processes query data.

[0873] Specifically, suppose a customer enters a question on their smartphone such as, "I want to know about the stock availability of this product." This question is encrypted and sent to the server. The server receives this encrypted data, decrypts it, and generates a response message such as, "There are 5 units of product X left in stock." The server also encrypts this response message and sends it to the customer's smartphone. The smartphone decrypts the received encrypted data and displays it to the customer.

[0874] An example of a prompt message is: "Provide a smartphone application program that encrypts a question entered by the user on their smartphone and sends it to the server. The server then decrypts the question, encrypts the appropriate response message, and sends it back. Use AES encryption."

[0875] This type of system allows for safe and rapid responses even when a large number of customers make inquiries simultaneously, which is expected to improve customer satisfaction and operational efficiency.

[0876] The flow of a specific process in Application Example 1 will be explained using Figure 12.

[0877] Step 1:

[0878] The user enters inquiry information using a terminal. The user enters the inquiry details into the terminal's interface and presses the send button. This inquiry content becomes the system's input.

[0879] Step 2:

[0880] The terminal encrypts the input query information. The terminal encrypts the query content using the AES algorithm. A pre-shared encryption key is used for this purpose. The encrypted information is output as encrypted data.

[0881] Step 3:

[0882] The terminal sends encrypted query information to the server. The terminal sends the generated encrypted data to the server via an HTTP POST request. As a result, the data received by the server is encrypted query information.

[0883] Step 4:

[0884] The server decrypts the received encrypted data. The server decrypts the received encrypted data using a pre-shared encryption key. The decrypted data is output as the original query content.

[0885] Step 5:

[0886] The server generates a response message based on the query. The server searches the database based on the decrypted query and retrieves the corresponding response message. This response message is output as generated data.

[0887] Step 6:

[0888] The server encrypts the generated response message. The server then encrypts the received response message again using the AES algorithm, using the same encryption key. The encrypted response message is output as encrypted data.

[0889] Step 7:

[0890] The server sends an encrypted response message to the terminal. The server sends the generated encrypted data to the terminal via an HTTP POST request. As a result, the data received by the terminal is an encrypted response message.

[0891] Step 8:

[0892] The terminal decrypts the encrypted data it receives. The terminal decrypts the encrypted data received from the server using the shared encryption key. The decrypted data is output as the original response message.

[0893] Step 9:

[0894] The device displays a response message to the user. The device displays the decoded response message on the user's screen. This allows the user to finally confirm the response message.

[0895] Furthermore, an emotion engine that estimates the user's emotions may be incorporated. That is, the identification processing unit 290 may use the emotion identification model 59 to estimate the user's emotions and perform identification processing using the user's emotions.

[0896] This invention relates to a system for automating inquiry handling, and in particular to securely processing individual inquiry information using encryption. Furthermore, the invention incorporates an emotion engine that recognizes the user's emotions and optimizes response messages accordingly. The embodiments for carrying out the invention are described in detail below.

[0897] Server Functions

[0898] The server manages query information and provides a means to encrypt unique information related to the query. Furthermore, the server has the functionality to receive the encrypted unique information, decrypt it, and obtain a response message corresponding to the decrypted unique information. This ensures the security of the query information.

[0899] First, the server generates keys used for encryption and decryption. These keys are used to encrypt and decrypt the query information. The server also maintains a database where it stores individual query IDs for customers, agents, employees, etc., and their corresponding response messages.

[0900] Functions of the Emotion Engine

[0901] The server incorporates an emotion engine that recognizes user emotions. This emotion engine uses methods such as voice analysis, facial expression analysis, and input text analysis to recognize user emotions. The recognized emotion data is used to optimize response messages.

[0902] Device functions

[0903] The terminal's role is to receive input from the user and send it to the server. When the user enters an inquiry ID and provides additional information such as voice and facial expressions as needed, the terminal sends this information to the server. It also has the function of displaying the response message received from the server to the user.

[0904] User actions

[0905] The user enters an inquiry ID through the terminal. For example, if the user is a customer, they enter a customer ID into the terminal, and this input is sent to the server. Furthermore, the user's tone of voice and facial expressions are detected, and this information is also sent to the server. The server decodes this input, analyzes the emotional data using an emotion engine, generates a corresponding response message, and returns it to the terminal. Finally, the user can see the optimized response message through the terminal.

[0906] Specific example

[0907] Internal employee inquiry: When employee 789 inquires about the materials for the next meeting, the server encrypts "employee_789" and receives employee 789's inquiry via the terminal. The server decrypts the encrypted ID and retrieves a response message from the database, such as "Employee 789, the materials for the next meeting are ready." The server then uses an emotion engine to analyze the user's emotional data. For example, if the user is feeling anxious, the server generates a polite response message tailored to that emotion.

[0908] Agent Inquiry: When agent 456 inquires about the latest materials, the ID entered is "agent_456". The server receives this ID encrypted, decrypts it, and retrieves the message "Agent 456, we have sent you the latest materials, please check them." from the database. An emotion engine is used to analyze the user's emotions, and if the user is excited, for example, a response message in a calm tone is generated.

[0909] Customer Inquiry: When customer 123 inquires about confirming their order number, the ID entered is "customer_123". The server encrypts this ID and receives it via the terminal. The server decrypts the encrypted ID, retrieves the message "Customer 123, please confirm your order number" from the database, and uses the emotion engine to analyze the customer's emotions. For example, if the customer is angry, the server generates a response message that will alleviate those emotions.

[0910] This will streamline inquiry handling while simultaneously improving the user experience. The introduction of an emotion engine allows response messages to adapt to the user's emotions, enabling more appropriate and human-centered responses.

[0911] The following describes the processing flow.

[0912] Step 1:

[0913] The server prepares a database to hold query information. The database stores a unique query ID and its corresponding response message.

[0914] Step 2:

[0915] The server generates encryption keys for encryption and decryption. Security is ensured by encrypting unique information using these keys.

[0916] Step 3:

[0917] The terminal accepts the user's inquiry ID and emotion data. For example, the user enters the ID "customer_123" and also provides voice and facial expression data.

[0918] Step 4:

[0919] The terminal sends the entered inquiry ID to the server, along with the collected sentiment data.

[0920] Step 5:

[0921] The server decrypts the sent query ID and retrieves the original query ID. The server also analyzes the sentiment data using the sentiment engine.

[0922] Step 6:

[0923] Based on the query ID decrypted by the server, the database is searched to retrieve the corresponding response message.

[0924] Step 7:

[0925] The server optimizes the acquired response message based on the sentiment analysis results from the emotion engine, modifying it to suit the user's emotions. For example, if the user is feeling anxious, reassuring language will be added.

[0926] Step 8:

[0927] The server encrypts the optimized response message and sends it to the terminal, ensuring the confidentiality of the message.

[0928] Step 9:

[0929] The device receives and decrypts the encrypted response message. The decrypted response message is then displayed to the user.

[0930] Step 10:

[0931] The user sees an optimized response message through their device. For example, a message such as, "Customer 123, please confirm your order number. If you have any questions, please do not hesitate to let us know," might be displayed.

[0932] This series of processing steps ensures the secure management of inquiry information and enables appropriate responses that are responsive to the user's emotions.

[0933] (Example 2)

[0934] Next, we will describe Example 2. In the following description, the data processing device 12 will be referred to as the "server," and the headset-type terminal 314 will be referred to as the "terminal."

[0935] Current inquiry handling systems have drawbacks, such as their inability to efficiently process user input and their inability to provide responses that take user emotions into consideration, resulting in a poor user experience. In particular, the lack of sufficient security protection for inquiry information and the provision of personalized responses makes it difficult to balance confidentiality with customer satisfaction.

[0936] The specific processing performed by the specific processing unit 290 of the data processing device 12 in Example 2 is realized by the following means. In this invention, the server includes means for receiving input from the user, means for encrypting the received inquiry information, means for transmitting encrypted unique information to the server, means for decrypting the encrypted information, means for obtaining a corresponding response message from the database, means for analyzing the user's emotions, means for optimizing the response message based on the analysis results, and means for displaying the optimized response message to the user. This makes it possible to safely handle inquiry information, perform emotion analysis to generate an optimal response message tailored to the user's emotions, and improve the user experience.

[0937] "Means of receiving user input" refers to the interface used by the user to input inquiry information, and includes input devices such as keyboards, mice, microphones, cameras, and touchscreens.

[0938] "Means of encrypting received inquiry information" refers to the process of transforming data using encryption algorithms in order to protect inquiry information obtained from users from third parties.

[0939] "Means for sending encrypted unique information to a server" refers to communication means for sending encrypted query information to a server over a network.

[0940] "Means for decrypting encrypted information" refers to the process by which a server uses a secret key and an appropriate algorithm to decrypt data in order to restore the encrypted query information it has received.

[0941] "Means of obtaining the corresponding response message from the database" refers to the process of searching for and retrieving the corresponding response message from a pre-stored database based on the decrypted query information.

[0942] "Methods for analyzing user emotions" refers to the process of identifying a user's emotional state using emotion recognition algorithms based on the user's voice, facial expressions, input text, etc.

[0943] "Means for optimizing response messages based on analysis results" refers to a process that appropriately adjusts the acquired response message according to the user's sentiment analysis results and provides it in a more personalized format.

[0944] "Means for displaying an optimized response message to the user" refers to an interface for displaying an optimized response message on the user's terminal, and includes, for example, a display, speaker, or other output device.

[0945] This invention relates to a system for automating inquiry handling, and more particularly to a system that combines encryption technology and sentiment recognition technology to securely process individual inquiry information and provide an optimal response message tailored to the user's emotions.

[0946] overview

[0947] This system receives inquiry information from users, encrypts it, sends it to the server, decrypts it on the server to obtain a corresponding response message, further analyzes the user's emotions to optimize the response message, and finally displays it to the user.

[0948] Hardware and software used

[0949] 1. Terminal

[0950] Input interface: Keyboard, mouse, touchscreen

[0951] Sensors: Camera (for facial recognition), microphone (for voice recognition)

[0952] Communication module: Wi-Fi, Bluetooth

[0953] 2. Server

[0954] Database: Stores unique information and response messages.

[0955] Encryption / Decryption Module: Encryption and decryption using public and private keys.

[0956] Emotion Engine: Software that performs voice analysis, facial expression analysis, and text analysis.

[0957] System processing flow

[0958] User actions:

[0959] Users enter their customer ID and inquiry details into the terminal. Additional information such as voice data and facial expressions is also collected. This enables the analysis of the user's emotions.

[0960] Terminal processing:

[0961] The terminal retrieves the entered information and encrypts the query information using a public key. The encrypted information is then sent to the server via the communication module.

[0962] Server processing:

[0963] The server decrypts the received encrypted information using a secret key and retrieves the corresponding response message from the database. Furthermore, it analyzes the user's emotions using an emotion engine and optimizes the response message based on the results.

[0964] Display of response message:

[0965] Optimized response messages are sent from the server to the terminal and displayed to the user. The emotion engine analyzes the user's voice and facial expressions using the camera and microphone.

[0966] Specific example

[0967] Example 1: Inquiry from an internal employee

[0968] When an employee inquires about the materials for the next meeting, they provide voice and facial expression data along with the ID "employee_789". The server receives a basic message, "Employee 789, the materials for the next meeting are ready," and if the emotion engine detects anxiety, it optimizes it to, "Employee 789, please rest assured. The materials for the next meeting are ready."

[0969] Example 2: Inquiry from an agency

[0970] When an agent inquires about the latest materials, they send the request to the server along with the ID "agent_456". The server receives a basic message, "Agent 456, we have sent you the latest materials," and if the emotion engine detects excitement, it optimizes it to, "We have sent you the latest materials, please check them."

[0971] Example of a prompt

[0972] "Please generate an appropriate response message based on the following information. The user ID is employee_789, the inquiry concerns materials for the next meeting, and the user's emotional state is anxious."

[0973] In this way, the system achieves secure and personalized customer support by utilizing encryption and sentiment analysis technologies.

[0974] The flow of the specific processing in Example 2 will be explained using Figure 13.

[0975] Step 1:

[0976] The user enters inquiry information using the terminal. An inquiry ID and necessary voice and facial expression data are also collected. The entered data is temporarily stored in internal memory.

[0977] Input: Inquiry ID, voice data, facial expression data

[0978] Output: Temporary data in internal memory

[0979] Specific actions:

[0980] The user enters the following information into the terminal: Customer ID, Inquiry details.

[0981] The device uses a microphone to record audio and a camera to capture facial expressions.

[0982] This data is temporarily stored in the device's memory.

[0983] Step 2:

[0984] The device encrypts temporarily stored query information. A public key is used to maintain data security.

[0985] Input: Temporarily saved inquiry information

[0986] Output: Encrypted query information

[0987] Specific actions:

[0988] The inquiry ID stored on the device is encrypted using a public key.

[0989] Voice data and facial expression data are also encrypted in the same way.

[0990] Step 3:

[0991] The terminal sends encrypted query information to the server. The data is securely transferred via network communication.

[0992] Input: Encrypted query information

[0993] Output: Sending data to the server

[0994] Specific actions:

[0995] The terminal uses a communication module to send encrypted data packets to the server.

[0996] Step 4:

[0997] The server decrypts the received encrypted information. It uses the private key to retrieve the original query information.

[0998] Input: Encrypted query information

[0999] Output: Decoded query information

[1000] Specific actions:

[1001] The server decrypts the received information using a private key to retrieve the original inquiry ID, voice data, and facial expression data.

[1002] Step 5:

[1003] The server retrieves the corresponding response message from the database based on the query ID. It then performs a database query using the query ID as the key.

[1004] Input: Decrypted query ID

[1005] Output: Basic response message

[1006] Specific actions:

[1007] The server queries the database and retrieves a response message for the query ID.

[1008] Step 6:

[1009] The server analyzes the decoded audio and facial expression data to recognize the user's emotions. This analysis is performed using an emotion engine.

[1010] Input: Decoded audio data, facial expression data

[1011] Output: Recognized emotion data

[1012] Specific actions:

[1013] The server's emotion engine performs voice tone analysis and facial expression analysis to identify the user's emotions.

[1014] Step 7:

[1015] The server optimizes the response message based on the received response message and recognized sentiment data. It adjusts the content of the response message based on the results of sentiment analysis.

[1016] Input: Basic response message, recognized emotion data

[1017] Output: Optimized response message

[1018] Specific actions:

[1019] The server adjusts the base message and generates an appropriate message that matches the user's emotions.

[1020] Step 8:

[1021] The server sends an optimized response message to the terminal and displays it to the user. The optimized message is displayed on the user's screen.

[1022] Input: Optimized response message

[1023] Output: Response message displayed to the user

[1024] Specific actions:

[1025] The terminal receives the message sent from the server and displays it on the user's screen, allowing the user to see the optimized response message.

[1026] (Application Example 2)

[1027] Next, we will explain application example 2. In the following explanation, the data processing device 12 will be referred to as the "server," and the headset-type terminal 314 will be referred to as the "terminal."

[1028] Conventional inquiry handling systems lacked sufficient encryption to ensure the security of inquiry information, posing a risk of confidential information leakage. Furthermore, they provided uniform response messages that did not consider user emotions, hindering the improvement of the user experience. This invention aims to solve these problems and provide a system that ensures the security of inquiry information while providing appropriate response messages tailored to the user's emotions.

[1029] The specific processing performed by the specific processing unit 290 of the data processing device 12 in Application Example 2 is realized by the following means. In this invention, the server includes means for holding a database containing query information, means for encrypting unique information related to the query, means for receiving the encrypted unique information as input, decrypting it, and obtaining a response message corresponding to the decrypted unique information from the database, means for outputting the response message, and means for recognizing the user's emotions and optimizing the response message based on the recognized emotions. This makes it possible to provide an optimized response message that corresponds to the user's emotions.

[1030] "Means for holding a database containing query information" refers to a component that stores query information and makes it quickly accessible as needed.

[1031] "Means for encrypting unique information related to an inquiry" refers to components for encrypting this information in order to protect the confidentiality of the inquiry information.

[1032] "A means of receiving encrypted unique information as input, decrypting it, and obtaining a response message from a database corresponding to the decrypted unique information" refers to a component for decrypting encrypted information and obtaining an appropriate response message based on that information.

[1033] "Means for outputting a response message" refers to a component for displaying the acquired response message to the user.

[1034] "Means for recognizing user emotions and optimizing response messages based on recognized emotions" refers to components for analyzing user emotions and generating appropriate and humane response messages based on the analysis results.

[1035] "Unique information" refers to identifying information used to identify specific users, agents, or employees.

[1036] An "encryption key" is a private key used for encryption and decryption, and is intended to protect the confidentiality of the inquiry information.

[1037] This invention relates to a system for handling inquiries that encrypts and securely processes inquiry information, identifies the user's emotions, and automatically generates an optimal response message. Specific embodiments for carrying out the invention are described below.

[1038] System Configuration

[1039] The system of the present invention consists of three main components: a server, a terminal, and a user. The server performs the main processing and communicates with the terminal to provide the user with the optimal response message.

[1040] Server Functions

[1041] 1. Database management function:

[1042] The server maintains a database containing inquiry information. This database stores inquiry information from users, agents, employees, and others.

[1043] 2. Encryption and decryption functions:

[1044] The server encrypts unique information related to the query and generates and uses encryption keys to decrypt the encrypted unique information. This ensures the confidentiality of the query information.

[1045] 3. Emotional Engine:

[1046] The server has a built-in emotion engine that recognizes user emotions. It performs voice and text analysis to extract emotion data from user input.

[1047] 4. Response message generation function:

[1048] The server retrieves response messages from the database based on decrypted unique information and generates the most appropriate response message tailored to the user's emotions.

[1049] Device functions

[1050] 1. Receiving user input:

[1051] The terminal receives information such as the user's inquiry ID and inquiry details, and sends this information to the server.

[1052] 2. Sending emotional data:

[1053] The device captures the user's voice and input text and sends it to the server.

[1054] 3. Display of response message:

[1055] The terminal displays the optimized response message received from the server to the user.

[1056] User actions

[1057] The user enters an inquiry ID using their device and sends voice or text messages as needed. This information is encrypted and sent to the server. The server decrypts it and analyzes the user's emotions using an emotion engine. A response message generated based on the results is then sent back to the device and displayed to the user.

[1058] Hardware and software to be used

[1059] Hardware:

[1060] Smartphones, tablets, and other devices

[1061] Server Computer

[1062] software:

[1063] Encryption libraries for encryption and decryption (e.g., Python's cryptography library)

[1064] Emotion engines for emotion analysis (e.g., the emotion_recognition library)

[1065] Specific example

[1066] For example, if a user asks, "My order hasn't arrived yet, what's going on?", the system will operate as follows:

[1067] 1. Anger is detected from the user's statements.

[1068] 2. The server generates a response message saying, "We apologize for the current situation, customer. We will address the issue immediately, so please wait a moment," and sends it to the terminal.

[1069] 3. The device displays this message to the user.

[1070] Example of a prompt

[1071] "Inquiry ID: 12345, my order hasn't arrived yet. What's going on?"

[1072] "We apologize for the current situation, customer. We will address the issue immediately, so please wait a moment."

[1073] The flow of a specific process in Application Example 2 will be explained using Figure 14.

[1074] Step 1:

[1075] The user operates the terminal and enters the inquiry ID and inquiry details. The information entered includes text and voice data entered by the user. The terminal temporarily stores this information.

[1076] Input: User ID, Inquiry ID, Inquiry details (text or voice)

[1077] Output: Temporarily saved user information and query details

[1078] Step 2:

[1079] The terminal encrypts the entered inquiry ID and inquiry content. An encryption key is used for encryption. The encrypted data is sent from the terminal to the server.

[1080] Input: Temporarily stored user information and inquiry details, encryption key

[1081] Output: Encrypted user information and inquiry details

[1082] Step 3:

[1083] The server receives encrypted unique information and decrypts it. The same encryption key is used for decryption. Based on the decrypted unique information, the server retrieves the corresponding response message from the database.

[1084] Input: Encrypted user information and inquiry details, encryption key

[1085] Output: Decoded user information and query details, and corresponding response messages.

[1086] Step 4:

[1087] The server analyzes the inquiry content and uses an emotion engine to recognize the user's emotions. It performs speech analysis for voice data and text analysis for text data. Based on the results of the emotion analysis, it optimizes the response message.

[1088] Input: Decrypted query content

[1089] Output: User sentiment data, optimized response messages

[1090] Step 5:

[1091] The server encrypts the optimized response message and sends it to the terminal. An encryption key is used for encryption. The terminal receives the encrypted response message.

[1092] Input: Optimized response message, encryption key

[1093] Output: Encrypted optimized response message

[1094] Step 6:

[1095] The device decrypts the received encrypted response message and displays it to the user. The user then reviews the decrypted, optimized response message through the device.

[1096] Input: Encrypted optimized response message, encryption key

[1097] Output: Decoded and optimized response message displayed on the terminal

[1098] Specific example

[1099] The following shows a series of processes with a concrete example.

[1100] 1. The user enters the following inquiry into the terminal: "My order hasn't arrived yet, what's going on?"

[1101] 2. The device encrypts the contents and sends them to the server.

[1102] 3. The server decrypts the encrypted information and retrieves the corresponding response message, "We are checking your order status," from the database.

[1103] 4. The server analyzes the user's input using an emotion engine and recognizes the emotion of anger.

[1104] 5. The server generates an emotionally appropriate response message, "We apologize for the current situation, customer. We will address this immediately," and encrypts it before sending it to the terminal.

[1105] 6. The device decrypts the encrypted message and displays it to the user.

[1106] The specific processing unit 290 transmits the result of the specific processing to the headset terminal 314. In the headset terminal 314, the control unit 46A causes the speaker 240 and display 343 to output the result of the specific processing. The microphone 238 acquires audio indicating user input for the result of the specific processing. The control unit 46A transmits the audio data indicating user input acquired by the microphone 238 to the data processing unit 12. In the data processing unit 12, the specific processing unit 290 acquires the audio data.

[1107] Data generation model 58 is a type of so-called generative AI (Artificial Intelligence). One example of data generation model 58 is ChatGPT (Internet search<URL: https: / / openai.com / blog / chatgpt> ), Gemini (Internet search) <url: https: gemini.google.com ?hl="ja">Examples of generative AI include the following. The data generation model 58 is obtained by performing deep learning on a neural network. The data generation model 58 is input with prompts containing instructions, and with inference data such as audio data representing speech, text data representing text, and image data representing images. The data generation model 58 infers from the input inference data according to the instructions indicated by the prompts, and outputs the inference results in data formats such as audio data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[1108] In the above embodiment, an example was given in which specific processing is performed by the data processing device 12, but the technology of this disclosure is not limited thereto, and specific processing may also be performed by the headset terminal 314.

[1109] [Fourth Embodiment]

[1110] Figure 7 shows an example of the configuration of the data processing system 410 according to the fourth embodiment.

[1111] As shown in Figure 7, the data processing system 410 includes a data processing device 12 and a robot 414. An example of the data processing device 12 is a server.

[1112] The data processing device 12 comprises a computer 22, a database 24, and a communication interface 26. The computer 22 is an example of a "computer" related to the technology of this disclosure. The computer 22 comprises a processor 28, RAM 30, and storage 32. The processor 28, RAM 30, and storage 32 are connected to a bus 34. The database 24 and the communication interface 26 are also connected to the bus 34. The communication interface 26 is connected to a network 54. An example of the network 54 is a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[1113] The robot 414 includes a computer 36, a microphone 238, a speaker 240, a camera 42, a communication interface 44, and a controlled object 443. The computer 36 includes a processor 46, RAM 48, and storage 50. The processor 46, RAM 48, and storage 50 are connected to a bus 52. The microphone 238, speaker 240, camera 42, and controlled object 443 are also connected to the bus 52.

[1114] The microphone 238 receives voice signals from the user 20 and receives instructions from the user 20. The microphone 238 captures the voice signals from the user 20, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs audio according to the instructions from the processor 46.

[1115] Camera 42 is a small digital camera equipped with an optical system including a lens, aperture, and shutter, and an image sensor such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the area around the user 20 (for example, an imaging range defined by a field of view equivalent to the width of a typical healthy person's field of vision).

[1116] Communication interface 44 is connected to network 54. Communication interfaces 44 and 26 are responsible for the exchange of various information between processor 46 and processor 28 via network 54. The exchange of various information between processor 46 and processor 28 using communication interfaces 44 and 26 is performed in a secure manner.

[1117] The controlled object 443 includes a display device, LEDs in the eyes, and motors that drive the arms, hands, and feet. The posture and gestures of the robot 414 are controlled by controlling the motors of the arms, hands, and feet. Some of the robot 414's emotions can be expressed by controlling these motors. Furthermore, the robot 414's facial expressions can also be expressed by controlling the illumination state of the LEDs in its eyes.

[1118] Figure 8 shows an example of the main functions of the data processing device 12 and the robot 414. As shown in Figure 8, the data processing device 12 performs specific processing using the processor 28. The storage 32 stores the specific processing program 56.

[1119] The specific processing program 56 is an example of a "program" relating to the technology of this disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[1120] The storage 32 stores the data generation model 58 and the emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[1121] In robot 414, the processor 46 performs the reception output processing. The storage 50 stores the reception output program 60. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output processing is realized by the processor 46 operating as a control unit 46A according to the reception output program 60 executed on the RAM 48.

[1122] Next, the specific processing performed by the specific processing unit 290 of the data processing device 12 will be described. In the following description, the data processing device 12 will be referred to as the "server" and the robot 414 as the "terminal".

[1123] The present invention relates to a system for automating inquiry handling, and in particular to securely processing individual inquiry information using encryption. Embodiments for carrying out the present invention are described in detail below.

[1124] This system includes three main components: servers, terminals, and users.

[1125] Server Functions

[1126] The server manages query information and provides a means to encrypt unique information related to the query. Furthermore, the server has the functionality to receive the encrypted unique information, decrypt it, and obtain a response message corresponding to the decrypted unique information.

[1127] First, the server generates keys used for encryption and decryption, ensuring the security of the inquiry information. Next, the server maintains a database where individual inquiry IDs for customers, agents, employees, etc., and their corresponding response messages are stored.

[1128] Device functions

[1129] The terminal's role is to receive input from the user and send it to the server. When the user enters an inquiry ID, the terminal sends this ID to the server. It also has the function of displaying the response message received from the server to the user.

[1130] User actions

[1131] The user enters an inquiry ID through the terminal. For example, if the user is a customer, they enter their customer ID into the terminal, and this input is sent to the server. The server decrypts this input, generates a corresponding response message, and returns it to the terminal. Finally, the user can view the response message through the terminal.

[1132] Specific example

[1133] Internal employee inquiry: When employee 789 inquires about the materials for the next meeting, the server encrypts "employee_789" and receives employee 789's inquiry via the terminal. The server decrypts the encrypted ID, retrieves the response message "Employee 789, the materials for the next meeting are ready," from the database, and sends it to the terminal.

[1134] Agent Inquiry: When agent 456 inquires about the latest materials, the ID entered is "agent_456". The server receives this ID encrypted, decrypts it, retrieves the message "Agent 456, we have sent you the latest materials, please check them" from the database, and sends it back to the agent via the terminal.

[1135] Customer Inquiry: When customer 123 inquires about confirming their order number, the ID entered is "customer_123". The server encrypts this ID and receives it via the terminal. The server decrypts the encrypted ID, retrieves the message "Customer 123, please confirm your order number" from the database, and sends it back to the customer via the terminal.

[1136] In this way, the system of the present invention can streamline the handling of inquiries both inside and outside the company, and provide appropriate responses while ensuring security.

[1137] The following describes the processing flow.

[1138] Step 1:

[1139] The server prepares a database to hold query information. The database stores a unique query ID and its corresponding response message.

[1140] Step 2:

[1141] The server generates encryption keys for encryption and decryption. Security is ensured by encrypting unique information using these keys.

[1142] Step 3:

[1143] The terminal accepts the user's inquiry ID. For example, the user enters "customer_123".

[1144] Step 4:

[1145] The server encrypts the entered inquiry ID. The encrypted ID is protected from third parties and transmitted securely within the system.

[1146] Step 5:

[1147] The device sends an encrypted ID to the server. This allows the server to receive the query.

[1148] Step 6:

[1149] The server receives the encrypted ID and decrypts it. Decryption retrieves the original query ID.

[1150] Step 7:

[1151] The server searches the database based on the decrypted query ID and retrieves the corresponding response message.

[1152] Step 8:

[1153] The server encrypts the response message it receives and sends it to the terminal.

[1154] Step 9:

[1155] The device receives the encrypted response message and decrypts it. The decrypted response message is then displayed to the user in its original format.

[1156] Step 10:

[1157] The user checks the response message through their device. For example, a message such as "Customer 123, please confirm your order number" might be displayed.

[1158] (Example 1)

[1159] Next, we will describe Example 1. In the following description, the data processing device 12 will be referred to as the "server" and the robot 414 as the "terminal".

[1160] Conventional inquiry handling systems struggle to securely process inquiry information, leading to a growing demand for systems that can properly manage and process individual inquiry data. Furthermore, the rapid decryption of encrypted inquiry information and the provision of appropriate response messages are also critical challenges. Addressing these challenges necessitates the automation and enhanced security of inquiry handling.

[1161] The identification process performed by the identification processing unit 290 of the data processing device 12 in Example 1 is realized by the following means.

[1162] In this invention, the server includes means for maintaining a database containing query information, means for encrypting unique information related to the query, means for receiving the encrypted unique information as input, decrypting it, and obtaining a response message from the database corresponding to the decrypted unique information, means for generating keys to be used for encryption and decryption, means for receiving input from a terminal and sending that input to the server, and means for receiving a response message from the server and displaying it on the terminal. This enables secure management and rapid decryption of query information, as well as the generation of appropriate response messages.

[1163] "Inquiry information" refers to data related to questions and requests submitted by users.

[1164] A "database" is a system for systematically storing and managing query information and unique data.

[1165] "Unique information" refers to data that includes unique identifiers and content related to individual queries.

[1166] "Encryption" is the process of converting data into a format that cannot be easily understood by a third party.

[1167] "Decryption" is the process of returning encrypted data to its original, understandable format.

[1168] A "key" is a specific string of characters or code used for encryption and decryption.

[1169] A "server" is a computer system that processes and stores data over a network.

[1170] A "terminal" is a device used by a user that communicates with a server to send and receive inquiry information.

[1171] A "response message" is a reply generated and sent by the server based on the query information.

[1172] An "encryption key" is a specific tool or code used to encrypt and decrypt data.

[1173] Modes for carrying out the invention

[1174] This invention relates to a system for automating inquiry handling, and in particular to securely processing individual inquiry information using encryption. The system includes three main components: a server, a terminal, and a user.

[1175] Server Functions

[1176] The server first generates keys used for encryption and decryption. These keys ensure that query information is processed securely. The server then maintains a database containing individual query IDs and their corresponding response messages. The server also receives query IDs from terminals and encrypts them. Furthermore, the encrypted IDs are resent to the server, which decrypts them and retrieves the message corresponding to the original query ID from the database.

[1177] Specifically, the server uses libraries such as Python's cryptography library to implement the encryption and decryption processes. The server generates an encryption key using the AES (Advanced Encryption Standard) algorithm and encrypts the query information.

[1178] Device functions

[1179] The terminal receives input from the user and sends it to the server. When the user enters an inquiry ID, this ID is sent to the server. The terminal also has the function of displaying the response message received from the server to the user.

[1180] Specifically, the terminal securely sends the entered inquiry ID to the server using HTTPS. The response message received from the server is then displayed to the user through the terminal's application.

[1181] User actions

[1182] The user enters an inquiry ID via their device. For example, if the user is a customer, they enter a customer ID. This input is sent from the device to the server. The server then decrypts this input, generates a corresponding response message, and returns it to the device. The user can finally view the response message on their device.

[1183] Specific examples and prompt statements

[1184] 1. Inquiries from internal employees

[1185] Situation: Employee 789 inquires about materials for the next meeting.

[1186] Example of a prompt:

[1187] Employee 789 will inquire about the materials for the next meeting. Please generate a response message.

[1188] Process Summary: Employee 789 enters "employee_789" into the terminal, which then sends it to the server. The server encrypts and stores the ID, and after decryption, generates a response message, "Employee 789, the materials for the next meeting are ready," and sends it back to the terminal. The terminal then displays this message to employee 789.

[1189] 2. Inquiry from the agent

[1190] Situation: Agent 456 inquires about the latest materials.

[1191] Example of a prompt:

[1192] Agent 456 will inquire about the latest materials. Please generate a response message.

[1193] Process Summary: Agent 456 enters "agent_456" into the terminal, which then sends it to the server. The server encrypts and stores the ID, and after decryption, generates a response message, "Agent 456, we have sent you the latest documents. Please check them," and sends it back to the terminal. The terminal displays this message to Agent 456.

[1194] 3. Customer Inquiries

[1195] Situation: Customer 123 inquires about confirming their order number.

[1196] Example of a prompt:

[1197] Customer 123 is inquiring about confirming their order number. Please generate a response message.

[1198] Process Summary: Customer 123 enters "customer_123" into the terminal, which then sends it to the server. The server encrypts and stores the ID, and after decryption, generates a response message, "Customer 123, please confirm your order number," and sends it back to the terminal. The terminal then displays this message to Customer 123.

[1199] In this way, the system of the present invention achieves secure management and rapid decryption of inquiry information, as well as the generation of appropriate response messages. This enables more efficient inquiry handling and enhanced security.

[1200] The flow of the specific processing in Example 1 will be explained using Figure 11.

[1201] Step 1:

[1202] The user enters the inquiry ID using the terminal interface. This input is inserted as text into the terminal's input field. For example, the user enters the inquiry ID "customer_123".

[1203] Step 2:

[1204] The terminal sends the inquiry ID entered by the user to the server. This transmission is secure using the HTTPS protocol. The input is in text format and is sent directly to the server as a POST request.

[1205] Step 3:

[1206] The server encrypts the received query ID. This process first encrypts the query ID using the AES algorithm with a pre-generated encryption key. The input is a query ID in text format, and the output is encrypted binary data.

[1207] Step 4:

[1208] The server saves the encrypted query ID to the database. This saving is done using an SQL INSERT statement. The input is the encrypted query ID, and the output is the status of completion for saving to the database.

[1209] Step 5:

[1210] The server retrieves the stored encrypted ID from the database and decrypts it. This process uses a previously stored encryption key to decrypt the encrypted ID back into the original text-based query ID. The input is encrypted binary data, and the output is the decrypted query ID.

[1211] Step 6:

[1212] The server retrieves the response message corresponding to the decrypted query ID from the database. This process is performed using an SQL SELECT statement, retrieving the corresponding response message from the database. The input is the decrypted query ID, and the output is the corresponding response message.

[1213] Step 7:

[1214] The server sends the received response message to the terminal. This transmission is again securely performed using the HTTPS protocol. The input is the response message in text format, and the output is the status of successful transmission to the terminal.

[1215] Step 8:

[1216] The terminal displays the response message received from the server to the user. This display is output as a message on the terminal's screen. The input is the text-formatted response message received from the server, and the output is the message displayed on the user's screen.

[1217] (Application Example 1)

[1218] Next, we will explain Application Example 1. In the following explanation, the data processing device 12 will be referred to as the "server" and the robot 414 as the "terminal".

[1219] In modern brick-and-mortar stores, there is a need to respond to customer inquiries quickly and securely. However, conventional systems have insufficient encryption technology, resulting in a high risk of information leakage. Furthermore, inquiry processing is time-consuming and inefficient. This raises concerns about decreased customer satisfaction and reduced operational efficiency. Therefore, there is a need to develop a system that encrypts inquiry information for secure processing and provides quick and appropriate responses.

[1220] The specific processing performed by the specific processing unit 290 of the data processing device 12 in Application Example 1 is realized by the following means.

[1221] In this invention, the server includes means for maintaining a database containing query information, means for encrypting unique information related to the query, means for receiving the encrypted unique information as input, decrypting it, and obtaining a response message corresponding to the decrypted unique information from the database, means for outputting the response message, means for encrypting a query entered by a user from a terminal and sending it to the server, and means for the server to decrypt the query, encrypt an appropriate response message, and send it back. This makes it possible to respond to customer inquiries securely and quickly.

[1222] "Inquiry information" refers to information such as questions and requests made by customers, agents, employees, etc., regarding the system.

[1223] A "database" is a system that systematically stores and manages query information and the response messages to those queries.

[1224] "Unique information" refers to individual inquiries and related identification information, including customer IDs, agency IDs, employee IDs, etc.

[1225] "Encryption" is a technique that uses a specific algorithm to convert unique information into a different data format so that it cannot be deciphered by others.

[1226] "Decryption" is the technique of restoring encrypted information to its original format.

[1227] A "response message" is a message generated or retrieved by the system based on the inquiry information and sent back to the user.

[1228] A "terminal" is a device used by a user to input and retrieve inquiry information, and includes smartphones, tablets, computers, and other similar devices.

[1229] A "server" is a central computer system that manages, encrypts, decrypts, generates, and sends response messages for query information.

[1230] An "encryption key" is a specific sequence of data used during encryption and decryption, ensuring secure data transformation.

[1231] "Sending" refers to the process of sending query information from a terminal to a server and receiving a response message.

[1232] This invention provides a customer service system for physical stores. This system includes three main components: a server, a terminal, and a user.

[1233] The server maintains a database containing query information. It has a mechanism to encrypt unique information related to a query, and upon receiving encrypted unique information as input, decrypt it and retrieve a corresponding response message from the database. It also has a mechanism to output response messages. Furthermore, it has a function to encrypt queries entered by the user from a terminal and send them to the server. The server decrypts the query, encrypts the appropriate response message, and sends it back, achieving high security and rapid response.

[1234] The terminal's role is to receive input from the user and send it to the server. When the user enters an inquiry ID, the terminal sends this ID to the server. It also has the function of displaying the response message received from the server to the user.

[1235] The user enters an inquiry ID through the terminal. For example, if the user is a customer, they enter their customer ID into the terminal. Once this input is sent to the server, the server decrypts the input, generates a corresponding response message, and returns it to the terminal. Finally, the user can view the response message through the terminal.

[1236] This system utilizes the following hardware and software. The hardware includes smartphones and tablets as terminals, and high-performance computers as servers. The software includes programs written in Python, specifically the Crypto and requests modules. This creates a system that securely and efficiently processes query data.

[1237] Specifically, suppose a customer enters a question on their smartphone such as, "I want to know about the stock availability of this product." This question is encrypted and sent to the server. The server receives this encrypted data, decrypts it, and generates a response message such as, "There are 5 units of product X left in stock." The server also encrypts this response message and sends it to the customer's smartphone. The smartphone decrypts the received encrypted data and displays it to the customer.

[1238] An example of a prompt message is: "Provide a smartphone application program that encrypts a question entered by the user on their smartphone and sends it to the server. The server then decrypts the question, encrypts the appropriate response message, and sends it back. Use AES encryption."

[1239] This type of system allows for safe and rapid responses even when a large number of customers make inquiries simultaneously, which is expected to improve customer satisfaction and operational efficiency.

[1240] The flow of a specific process in Application Example 1 will be explained using Figure 12.

[1241] Step 1:

[1242] The user enters inquiry information using a terminal. The user enters the inquiry details into the terminal's interface and presses the send button. This inquiry content becomes the system's input.

[1243] Step 2:

[1244] The terminal encrypts the input query information. The terminal encrypts the query content using the AES algorithm. A pre-shared encryption key is used for this purpose. The encrypted information is output as encrypted data.

[1245] Step 3:

[1246] The terminal sends encrypted query information to the server. The terminal sends the generated encrypted data to the server via an HTTP POST request. As a result, the data received by the server is encrypted query information.

[1247] Step 4:

[1248] The server decrypts the received encrypted data. The server decrypts the received encrypted data using a pre-shared encryption key. The decrypted data is output as the original query content.

[1249] Step 5:

[1250] The server generates a response message based on the query. The server searches the database based on the decrypted query and retrieves the corresponding response message. This response message is output as generated data.

[1251] Step 6:

[1252] The server encrypts the generated response message. The server then encrypts the received response message again using the AES algorithm, using the same encryption key. The encrypted response message is output as encrypted data.

[1253] Step 7:

[1254] The server sends an encrypted response message to the terminal. The server sends the generated encrypted data to the terminal via an HTTP POST request. As a result, the data received by the terminal is an encrypted response message.

[1255] Step 8:

[1256] The terminal decrypts the encrypted data it receives. The terminal decrypts the encrypted data received from the server using the shared encryption key. The decrypted data is output as the original response message.

[1257] Step 9:

[1258] The device displays a response message to the user. The device displays the decoded response message on the user's screen. This allows the user to finally confirm the response message.

[1259] Furthermore, an emotion engine that estimates the user's emotions may be incorporated. That is, the identification processing unit 290 may use the emotion identification model 59 to estimate the user's emotions and perform identification processing using the user's emotions.

[1260] This invention relates to a system for automating inquiry handling, and in particular to securely processing individual inquiry information using encryption. Furthermore, the invention incorporates an emotion engine that recognizes the user's emotions and optimizes response messages accordingly. The embodiments for carrying out the invention are described in detail below.

[1261] Server Functions

[1262] The server manages query information and provides a means to encrypt unique information related to the query. Furthermore, the server has the functionality to receive the encrypted unique information, decrypt it, and obtain a response message corresponding to the decrypted unique information. This ensures the security of the query information.

[1263] First, the server generates keys used for encryption and decryption. These keys are used to encrypt and decrypt the query information. The server also maintains a database where it stores individual query IDs for customers, agents, employees, etc., and their corresponding response messages.

[1264] Functions of the Emotion Engine

[1265] The server incorporates an emotion engine that recognizes user emotions. This emotion engine uses methods such as voice analysis, facial expression analysis, and input text analysis to recognize user emotions. The recognized emotion data is used to optimize response messages.

[1266] Device functions

[1267] The terminal's role is to receive input from the user and send it to the server. When the user enters an inquiry ID and provides additional information such as voice and facial expressions as needed, the terminal sends this information to the server. It also has the function of displaying the response message received from the server to the user.

[1268] User actions

[1269] The user enters an inquiry ID through the terminal. For example, if the user is a customer, they enter a customer ID into the terminal, and this input is sent to the server. Furthermore, the user's tone of voice and facial expressions are detected, and this information is also sent to the server. The server decodes this input, analyzes the emotional data using an emotion engine, generates a corresponding response message, and returns it to the terminal. Finally, the user can see the optimized response message through the terminal.

[1270] Specific example

[1271] Internal employee inquiry: When employee 789 inquires about the materials for the next meeting, the server encrypts "employee_789" and receives employee 789's inquiry via the terminal. The server decrypts the encrypted ID and retrieves a response message from the database, such as "Employee 789, the materials for the next meeting are ready." The server then uses an emotion engine to analyze the user's emotional data. For example, if the user is feeling anxious, the server generates a polite response message tailored to that emotion.

[1272] Agent Inquiry: When agent 456 inquires about the latest materials, the ID entered is "agent_456". The server receives this ID encrypted, decrypts it, and retrieves the message "Agent 456, we have sent you the latest materials, please check them." from the database. An emotion engine is used to analyze the user's emotions, and if the user is excited, for example, a response message in a calm tone is generated.

[1273] Customer Inquiry: When customer 123 inquires about confirming their order number, the ID entered is "customer_123". The server encrypts this ID and receives it via the terminal. The server decrypts the encrypted ID, retrieves the message "Customer 123, please confirm your order number" from the database, and uses the emotion engine to analyze the customer's emotions. For example, if the customer is angry, the server generates a response message that will alleviate those emotions.

[1274] This will streamline inquiry handling while simultaneously improving the user experience. The introduction of an emotion engine allows response messages to adapt to the user's emotions, enabling more appropriate and human-centered responses.

[1275] The following describes the processing flow.

[1276] Step 1:

[1277] The server prepares a database to hold query information. The database stores a unique query ID and its corresponding response message.

[1278] Step 2:

[1279] The server generates encryption keys for encryption and decryption. Security is ensured by encrypting unique information using these keys.

[1280] Step 3:

[1281] The terminal accepts the user's inquiry ID and emotion data. For example, the user enters the ID "customer_123" and also provides voice and facial expression data.

[1282] Step 4:

[1283] The terminal sends the entered inquiry ID to the server, along with the collected sentiment data.

[1284] Step 5:

[1285] The server decrypts the sent query ID and retrieves the original query ID. The server also analyzes the sentiment data using the sentiment engine.

[1286] Step 6:

[1287] Based on the query ID decrypted by the server, the database is searched to retrieve the corresponding response message.

[1288] Step 7:

[1289] The server optimizes the acquired response message based on the sentiment analysis results from the emotion engine, modifying it to suit the user's emotions. For example, if the user is feeling anxious, reassuring language will be added.

[1290] Step 8:

[1291] The server encrypts the optimized response message and sends it to the terminal, ensuring the confidentiality of the message.

[1292] Step 9:

[1293] The device receives and decrypts the encrypted response message. The decrypted response message is then displayed to the user.

[1294] Step 10:

[1295] The user sees an optimized response message through their device. For example, a message such as, "Customer 123, please confirm your order number. If you have any questions, please do not hesitate to let us know," might be displayed.

[1296] This series of processing steps ensures the secure management of inquiry information and enables appropriate responses that are responsive to the user's emotions.

[1297] (Example 2)

[1298] Next, we will describe Example 2. In the following description, the data processing device 12 will be referred to as the "server" and the robot 414 as the "terminal".

[1299] Current inquiry handling systems have drawbacks, such as their inability to efficiently process user input and their inability to provide responses that take user emotions into consideration, resulting in a poor user experience. In particular, the lack of sufficient security protection for inquiry information and the provision of personalized responses makes it difficult to balance confidentiality with customer satisfaction.

[1300] The specific processing performed by the specific processing unit 290 of the data processing device 12 in Example 2 is realized by the following means. In this invention, the server includes means for receiving input from the user, means for encrypting the received inquiry information, means for transmitting encrypted unique information to the server, means for decrypting the encrypted information, means for obtaining a corresponding response message from the database, means for analyzing the user's emotions, means for optimizing the response message based on the analysis results, and means for displaying the optimized response message to the user. This makes it possible to safely handle inquiry information, perform emotion analysis to generate an optimal response message tailored to the user's emotions, and improve the user experience.

[1301] "Means of receiving user input" refers to the interface used by the user to input inquiry information, and includes input devices such as keyboards, mice, microphones, cameras, and touchscreens.

[1302] "Means of encrypting received inquiry information" refers to the process of transforming data using encryption algorithms in order to protect inquiry information obtained from users from third parties.

[1303] "Means for sending encrypted unique information to a server" refers to communication means for sending encrypted query information to a server over a network.

[1304] "Means for decrypting encrypted information" refers to the process by which a server uses a secret key and an appropriate algorithm to decrypt data in order to restore the encrypted query information it has received.

[1305] "Means of obtaining the corresponding response message from the database" refers to the process of searching for and retrieving the corresponding response message from a pre-stored database based on the decrypted query information.

[1306] "Methods for analyzing user emotions" refers to the process of identifying a user's emotional state using emotion recognition algorithms based on the user's voice, facial expressions, input text, etc.

[1307] "Means for optimizing response messages based on analysis results" refers to a process that appropriately adjusts the acquired response message according to the user's sentiment analysis results and provides it in a more personalized format.

[1308] "Means for displaying an optimized response message to the user" refers to an interface for displaying an optimized response message on the user's terminal, and includes, for example, a display, speaker, or other output device.

[1309] This invention relates to a system for automating inquiry handling, and more particularly to a system that combines encryption technology and sentiment recognition technology to securely process individual inquiry information and provide an optimal response message tailored to the user's emotions.

[1310] overview

[1311] This system receives inquiry information from users, encrypts it, sends it to the server, decrypts it on the server to obtain a corresponding response message, further analyzes the user's emotions to optimize the response message, and finally displays it to the user.

[1312] Hardware and software used

[1313] 1. Terminal

[1314] Input interface: Keyboard, mouse, touchscreen

[1315] Sensors: Camera (for facial recognition), microphone (for voice recognition)

[1316] Communication module: Wi-Fi, Bluetooth

[1317] 2. Server

[1318] Database: Stores unique information and response messages.

[1319] Encryption / Decryption Module: Encryption and decryption using public and private keys.

[1320] Emotion Engine: Software that performs voice analysis, facial expression analysis, and text analysis.

[1321] System processing flow

[1322] User actions:

[1323] Users enter their customer ID and inquiry details into the terminal. Additional information such as voice data and facial expressions is also collected. This enables the analysis of the user's emotions.

[1324] Terminal processing:

[1325] The terminal retrieves the entered information and encrypts the query information using a public key. The encrypted information is then sent to the server via the communication module.

[1326] Server processing:

[1327] The server decrypts the received encrypted information using a secret key and retrieves the corresponding response message from the database. Furthermore, it analyzes the user's emotions using an emotion engine and optimizes the response message based on the results.

[1328] Display of response message:

[1329] Optimized response messages are sent from the server to the terminal and displayed to the user. The emotion engine analyzes the user's voice and facial expressions using the camera and microphone.

[1330] Specific example

[1331] Example 1: Inquiry from an internal employee

[1332] When an employee inquires about the materials for the next meeting, they provide voice and facial expression data along with the ID "employee_789". The server receives a basic message, "Employee 789, the materials for the next meeting are ready," and if the emotion engine detects anxiety, it optimizes it to, "Employee 789, please rest assured. The materials for the next meeting are ready."

[1333] Example 2: Inquiry from an agency

[1334] When an agent inquires about the latest materials, they send the request to the server along with the ID "agent_456". The server receives a basic message, "Agent 456, we have sent you the latest materials," and if the emotion engine detects excitement, it optimizes it to, "We have sent you the latest materials, please check them."

[1335] Example of a prompt

[1336] "Please generate an appropriate response message based on the following information. The user ID is employee_789, the inquiry concerns materials for the next meeting, and the user's emotional state is anxious."

[1337] In this way, the system achieves secure and personalized customer support by utilizing encryption and sentiment analysis technologies.

[1338] The flow of the specific processing in Example 2 will be explained using Figure 13.

[1339] Step 1:

[1340] The user enters inquiry information using the terminal. An inquiry ID and necessary voice and facial expression data are also collected. The entered data is temporarily stored in internal memory.

[1341] Input: Inquiry ID, voice data, facial expression data

[1342] Output: Temporary data in internal memory

[1343] Specific actions:

[1344] The user enters the following information into the terminal: Customer ID, Inquiry details.

[1345] The device uses a microphone to record audio and a camera to capture facial expressions.

[1346] This data is temporarily stored in the device's memory.

[1347] Step 2:

[1348] The device encrypts temporarily stored query information. A public key is used to maintain data security.

[1349] Input: Temporarily saved inquiry information

[1350] Output: Encrypted query information

[1351] Specific actions:

[1352] The inquiry ID stored on the device is encrypted using a public key.

[1353] Voice data and facial expression data are also encrypted in the same way.

[1354] Step 3:

[1355] The terminal sends encrypted query information to the server. The data is securely transferred via network communication.

[1356] Input: Encrypted query information

[1357] Output: Sending data to the server

[1358] Specific actions:

[1359] The terminal uses a communication module to send encrypted data packets to the server.

[1360] Step 4:

[1361] The server decrypts the received encrypted information. It uses the private key to retrieve the original query information.

[1362] Input: Encrypted query information

[1363] Output: Decoded query information

[1364] Specific actions:

[1365] The server decrypts the received information using a private key to retrieve the original inquiry ID, voice data, and facial expression data.

[1366] Step 5:

[1367] The server retrieves the corresponding response message from the database based on the query ID. It then performs a database query using the query ID as the key.

[1368] Input: Decrypted query ID

[1369] Output: Basic response message

[1370] Specific actions:

[1371] The server queries the database and retrieves a response message for the query ID.

[1372] Step 6:

[1373] The server analyzes the decoded audio and facial expression data to recognize the user's emotions. This analysis is performed using an emotion engine.

[1374] Input: Decoded audio data, facial expression data

[1375] Output: Recognized emotion data

[1376] Specific actions:

[1377] The server's emotion engine performs voice tone analysis and facial expression analysis to identify the user's emotions.

[1378] Step 7:

[1379] The server optimizes the response message based on the received response message and recognized sentiment data. It adjusts the content of the response message based on the results of sentiment analysis.

[1380] Input: Basic response message, recognized emotion data

[1381] Output: Optimized response message

[1382] Specific actions:

[1383] The server adjusts the base message and generates an appropriate message that matches the user's emotions.

[1384] Step 8:

[1385] The server sends an optimized response message to the terminal and displays it to the user. The optimized message is displayed on the user's screen.

[1386] Input: Optimized response message

[1387] Output: Response message displayed to the user

[1388] Specific actions:

[1389] The terminal receives the message sent from the server and displays it on the user's screen, allowing the user to see the optimized response message.

[1390] (Application Example 2)

[1391] Next, we will explain application example 2. In the following explanation, the data processing device 12 will be referred to as the "server" and the robot 414 as the "terminal".

[1392] Conventional inquiry handling systems lacked sufficient encryption to ensure the security of inquiry information, posing a risk of confidential information leakage. Furthermore, they provided uniform response messages that did not consider user emotions, hindering the improvement of the user experience. This invention aims to solve these problems and provide a system that ensures the security of inquiry information while providing appropriate response messages tailored to the user's emotions.

[1393] The specific processing performed by the specific processing unit 290 of the data processing device 12 in Application Example 2 is realized by the following means. In this invention, the server includes means for holding a database containing query information, means for encrypting unique information related to the query, means for receiving the encrypted unique information as input, decrypting it, and obtaining a response message corresponding to the decrypted unique information from the database, means for outputting the response message, and means for recognizing the user's emotions and optimizing the response message based on the recognized emotions. This makes it possible to provide an optimized response message that corresponds to the user's emotions.

[1394] "Means for holding a database containing query information" refers to a component that stores query information and makes it quickly accessible as needed.

[1395] "Means for encrypting unique information related to an inquiry" refers to components for encrypting this information in order to protect the confidentiality of the inquiry information.

[1396] "A means of receiving encrypted unique information as input, decrypting it, and obtaining a response message from a database corresponding to the decrypted unique information" refers to a component for decrypting encrypted information and obtaining an appropriate response message based on that information.

[1397] "Means for outputting a response message" refers to a component for displaying the acquired response message to the user.

[1398] "Means for recognizing user emotions and optimizing response messages based on recognized emotions" refers to components for analyzing user emotions and generating appropriate and humane response messages based on the analysis results.

[1399] "Unique information" refers to identifying information used to identify specific users, agents, or employees.

[1400] An "encryption key" is a private key used for encryption and decryption, and is intended to protect the confidentiality of the inquiry information.

[1401] This invention relates to a system for handling inquiries that encrypts and securely processes inquiry information, identifies the user's emotions, and automatically generates an optimal response message. Specific embodiments for carrying out the invention are described below.

[1402] System Configuration

[1403] The system of the present invention consists of three main components: a server, a terminal, and a user. The server performs the main processing and communicates with the terminal to provide the user with the optimal response message.

[1404] Server Functions

[1405] 1. Database management function:

[1406] The server maintains a database containing inquiry information. This database stores inquiry information from users, agents, employees, and others.

[1407] 2. Encryption and decryption functions:

[1408] The server encrypts unique information related to the query and generates and uses encryption keys to decrypt the encrypted unique information. This ensures the confidentiality of the query information.

[1409] 3. Emotional Engine:

[1410] The server has a built-in emotion engine that recognizes user emotions. It performs voice and text analysis to extract emotion data from user input.

[1411] 4. Response message generation function:

[1412] The server retrieves response messages from the database based on decrypted unique information and generates the most appropriate response message tailored to the user's emotions.

[1413] Device functions

[1414] 1. Receiving user input:

[1415] The terminal receives information such as the user's inquiry ID and inquiry details, and sends this information to the server.

[1416] 2. Sending emotional data:

[1417] The device captures the user's voice and input text and sends it to the server.

[1418] 3. Display of response message:

[1419] The terminal displays the optimized response message received from the server to the user.

[1420] User actions

[1421] The user enters an inquiry ID using their device and sends voice or text messages as needed. This information is encrypted and sent to the server. The server decrypts it and analyzes the user's emotions using an emotion engine. A response message generated based on the results is then sent back to the device and displayed to the user.

[1422] Hardware and software to be used

[1423] Hardware:

[1424] Smartphones, tablets, and other devices

[1425] Server Computer

[1426] software:

[1427] Encryption libraries for encryption and decryption (e.g., Python's cryptography library)

[1428] Emotion engines for emotion analysis (e.g., the emotion_recognition library)

[1429] Specific example

[1430] For example, if a user asks, "My order hasn't arrived yet, what's going on?", the system will operate as follows:

[1431] 1. Anger is detected from the user's statements.

[1432] 2. The server generates a response message saying, "We apologize for the current situation, customer. We will address the issue immediately, so please wait a moment," and sends it to the terminal.

[1433] 3. The device displays this message to the user.

[1434] Example of a prompt

[1435] "Inquiry ID: 12345, my order hasn't arrived yet. What's going on?"

[1436] "We apologize for the current situation, customer. We will address the issue immediately, so please wait a moment."

[1437] The flow of a specific process in Application Example 2 will be explained using Figure 14.

[1438] Step 1:

[1439] The user operates the terminal and enters the inquiry ID and inquiry details. The information entered includes text and voice data entered by the user. The terminal temporarily stores this information.

[1440] Input: User ID, Inquiry ID, Inquiry details (text or voice)

[1441] Output: Temporarily saved user information and query details

[1442] Step 2:

[1443] The terminal encrypts the entered inquiry ID and inquiry content. An encryption key is used for encryption. The encrypted data is sent from the terminal to the server.

[1444] Input: Temporarily stored user information and inquiry details, encryption key

[1445] Output: Encrypted user information and inquiry details

[1446] Step 3:

[1447] The server receives encrypted unique information and decrypts it. The same encryption key is used for decryption. Based on the decrypted unique information, the server retrieves the corresponding response message from the database.

[1448] Input: Encrypted user information and inquiry details, encryption key

[1449] Output: Decoded user information and query details, and corresponding response messages.

[1450] Step 4:

[1451] The server analyzes the inquiry content and uses an emotion engine to recognize the user's emotions. It performs speech analysis for voice data and text analysis for text data. Based on the results of the emotion analysis, it optimizes the response message.

[1452] Input: Decrypted query content

[1453] Output: User sentiment data, optimized response messages

[1454] Step 5:

[1455] The server encrypts the optimized response message and sends it to the terminal. An encryption key is used for encryption. The terminal receives the encrypted response message.

[1456] Input: Optimized response message, encryption key

[1457] Output: Encrypted optimized response message

[1458] Step 6:

[1459] The device decrypts the received encrypted response message and displays it to the user. The user then reviews the decrypted, optimized response message through the device.

[1460] Input: Encrypted optimized response message, encryption key

[1461] Output: Decoded and optimized response message displayed on the terminal

[1462] Specific example

[1463] The following shows a series of processes with a concrete example.

[1464] 1. The user enters the following inquiry into the terminal: "My order hasn't arrived yet, what's going on?"

[1465] 2. The device encrypts the contents and sends them to the server.

[1466] 3. The server decrypts the encrypted information and retrieves the corresponding response message, "We are checking your order status," from the database.

[1467] 4. The server analyzes the user's input using an emotion engine and recognizes the emotion of anger.

[1468] 5. The server generates an emotionally appropriate response message, "We apologize for the current situation, customer. We will address this immediately," and encrypts it before sending it to the terminal.

[1469] 6. The device decrypts the encrypted message and displays it to the user.

[1470] The specific processing unit 290 transmits the result of the specific processing to the robot 414. In the robot 414, the control unit 46A causes the speaker 240 and the controlled object 443 to output the result of the specific processing. The microphone 238 acquires audio indicating user input for the result of the specific processing. The control unit 46A transmits the audio data indicating user input acquired by the microphone 238 to the data processing unit 12. In the data processing unit 12, the specific processing unit 290 acquires the audio data.

[1471] Data generation model 58 is a type of so-called generative AI (Artificial Intelligence). One example of data generation model 58 is ChatGPT (Internet search<URL: https: / / openai.com / blog / chatgpt> ), Gemini (Internet search) <url: https: gemini.google.com ?hl="ja">Examples of generative AI include the following. The data generation model 58 is obtained by performing deep learning on a neural network. The data generation model 58 is input with prompts containing instructions, and with inference data such as audio data representing speech, text data representing text, and image data representing images. The data generation model 58 infers from the input inference data according to the instructions indicated by the prompts, and outputs the inference results in data formats such as audio data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[1472] In the above embodiment, an example was given in which the specific processing is performed by the data processing device 12, but the technology of this disclosure is not limited thereto, and the specific processing may also be performed by the robot 414.

[1473] Furthermore, the emotion identification model 59, acting as an emotion engine, may determine the user's emotion according to a specific mapping. Specifically, the emotion identification model 59 may determine the user's emotion according to a specific mapping, which is an emotion map (see Figure 9). Similarly, the emotion identification model 59 may also determine the robot's emotion, and the identification processing unit 290 may perform identification processing using the robot's emotion.

[1474] Figure 9 shows an emotion map 400 in which multiple emotions are mapped. In the emotion map 400, emotions are arranged in concentric circles radiating from the center. The closer to the center of the concentric circles, the more primitive the emotions are located. Further out of the concentric circles, emotions representing states and actions arising from mental states are located. Emotion is a concept that includes feelings and mental states. On the left side of the concentric circles, emotions that are generally generated from reactions occurring in the brain are located. On the right side of the concentric circles, emotions that are generally induced by situational judgment are located. Above and below the concentric circles, emotions that are generally generated from reactions occurring in the brain and induced by situational judgment are located. In addition, the emotion of "pleasure" is located on the upper side of the concentric circles, and the emotion of "displeasure" is located on the lower side. Thus, in the emotion map 400, multiple emotions are mapped based on the structure in which emotions arise, and emotions that are likely to occur simultaneously are mapped close together.

[1475] These emotions are distributed at the 3 o'clock position on the Emotion Map 400, and usually fluctuate between feelings of security and anxiety. In the right half of the Emotion Map 400, situational awareness takes precedence over internal feelings, resulting in a calm impression.

[1476] The inside of the Emotion Map 400 represents inner thoughts, while the outside represents actions. Therefore, the further you go from the outside of the Emotion Map 400, the more visible (expressed in actions) your emotions become.

[1477] Here, human emotions are based on various balances, such as posture and blood sugar levels. When these balances deviate from the ideal, it results in discomfort, and when they approach the ideal, it results in pleasure. Similarly, in robots, cars, motorcycles, etc., emotions can be created based on various balances, such as posture and battery level. When these balances deviate from the ideal, it results in discomfort, and when they approach the ideal, it results in pleasure. The emotion map can be generated, for example, based on Dr. Mitsuyoshi's emotion map (Research on a system for analyzing brain physiological signals of speech emotion recognition and emotion, Tokushima University, doctoral dissertation: https: / / ci.nii.ac.jp / naid / 500000375379). The left half of the emotion map contains emotions belonging to a region called "response," where sensation is dominant. The right half of the emotion map contains emotions belonging to a region called "situation," where situational awareness is dominant.

[1478] The emotion map defines two emotions that promote learning. One is the emotion around the middle of the negative "repentance" and "reflection" on the situation side. In other words, it is when the robot experiences negative emotions such as "I never want to feel this way again" or "I don't want to be scolded again." The other is the emotion around the positive "desire" on the reaction side. In other words, it is when the robot has positive feelings such as "I want more" or "I want to know more."

[1479] The emotion identification model 59 inputs user input into a pre-trained neural network, obtains emotion values ​​representing each emotion shown in the emotion map 400, and determines the user's emotion. This neural network is pre-trained based on multiple training data sets, which are combinations of user input and emotion values ​​representing each emotion shown in the emotion map 400. Furthermore, this neural network is trained so that emotions located close together have similar values, as shown in the emotion map 900 in Figure 10. Figure 10 shows an example where multiple emotions such as "reassured," "calm," and "confident" have similar emotion values.

[1480] The above description primarily focuses on the functions of the data processing device 12 in relation to this disclosure. However, the system related to this disclosure is not necessarily implemented on a server. The system related to this disclosure may be implemented as a general information processing system. This disclosure may be implemented, for example, as a software program that runs on a personal computer or as an application that runs on a smartphone. The method related to this disclosure may be provided to users in SaaS (Software as a Service) format.

[1481] In the above embodiment, an example was given in which a specific process is performed by a single computer 22. However, the technology of this disclosure is not limited thereto, and a distributed processing of the specific process may be performed by multiple computers, including computer 22. For example, a data generation model 58 may be provided in an external device of the data processing device 12, and the external device may generate data according to the input data.

[1482] In the above embodiment, an example was given in which the specific processing program 56 is stored in the storage 32, but the technology of this disclosure is not limited thereto. For example, the specific processing program 56 may be stored in a portable, computer-readable, non-temporary storage medium such as a USB (Universal Serial Bus) memory. The specific processing program 56 stored in the non-temporary storage medium is installed in the computer 22 of the data processing device 12. The processor 28 executes specific processing according to the specific processing program 56.

[1483] Alternatively, the specific processing program 56 may be stored in a storage device such as a server connected to the data processing device 12 via the network 54, and the specific processing program 56 may be downloaded and installed on the computer 22 in response to a request from the data processing device 12.

[1484] Furthermore, it is not necessary to store the entirety of the specific processing program 56 in a storage device such as a server connected to the data processing device 12 via the network 54, or to store the entirety of the specific processing program 56 in the storage 32; it is acceptable to store only a portion of the specific processing program 56.

[1485] The following types of processors can be used as hardware resources to perform specific processing. Examples of processors include a CPU, a general-purpose processor that functions as a hardware resource to perform specific processing by executing software, i.e., a program. Other examples of processors include dedicated electrical circuits, such as FPGAs (Field-Programmable Gate Arrays), PLDs (Programmable Logic Devices), or ASICs (Application Specific Integrated Circuits), which have circuit configurations specifically designed to perform specific processing. All of these processors have built-in or connected memory, and all of them perform specific processing by using memory.

[1486] The hardware resource that performs a specific process may consist of one of these various processors, or it may consist of a combination of two or more processors of the same or different types (for example, a combination of multiple FPGAs, or a combination of a CPU and an FPGA). Alternatively, the hardware resource that performs a specific process may consist of a single processor.

[1487] Examples of configurations using a single processor include, firstly, a configuration in which one or more CPUs and software are combined to form a single processor, and this processor functions as a hardware resource that performs a specific process. Secondly, there is a configuration using a processor that realizes the functions of the entire system, including multiple hardware resources that perform a specific process, on a single IC chip, as exemplified by SoCs (System-on-a-chip). In this way, a specific process is realized using one or more of the above types of processors as hardware resources.

[1488] Furthermore, the hardware structure of these various processors can more specifically utilize electrical circuits that combine circuit elements such as semiconductor devices. Also, the specific processing described above is merely an example. Therefore, it goes without saying that unnecessary steps can be deleted, new steps added, or the processing order rearranged, as long as it does not deviate from the main purpose.

[1489] The descriptions and illustrations presented above are detailed explanations of the technical aspects of this disclosure and are merely examples of the technical aspects. For example, the above descriptions of the structure, function, operation, and effect are examples of the structure, function, operation, and effect of the technical aspects of this disclosure. Therefore, it goes without saying that you may delete unnecessary parts, add new elements, or replace elements in the descriptions and illustrations presented above, as long as you do not deviate from the essence of the technical aspects of this disclosure. Furthermore, in order to avoid confusion and facilitate understanding of the technical aspects of this disclosure, explanations of common technical knowledge and the like that do not require special explanation to enable the implementation of the technical aspects of this disclosure have been omitted from the descriptions and illustrations presented above.

[1490] All documents, patent applications, and technical standards described herein are incorporated by reference to the same extent as if each individual document, patent application, and technical standard were specifically and individually noted to be incorporated by reference.

[1491] The following is further disclosed regarding the embodiments described above.

[1492] (Claim 1)

[1493] A means of maintaining a database containing query information,

[1494] A means of encrypting unique information related to the inquiry,

[1495] A means for receiving encrypted unique information as input, decrypting it, and obtaining a response message from a database corresponding to the decrypted unique information,

[1496] A means for outputting a response message,

[1497] A system that includes this.

[1498] (Claim 2)

[1499] The system according to claim 1, wherein the unique information includes identification information of customers, agents, and employees.

[1500] (Claim 3)

[1501] The system according to claim 1, wherein the encryption means and decryption means use an encryption key to protect the target inquiry information.

[1502] "Example 1"

[1503] (Claim 1)

[1504] A means of maintaining a database containing query information,

[1505] A means of encrypting unique information related to the inquiry,

[1506] A means for receiving encrypted unique information as input, decrypting it, and obtaining a response message from a database corresponding to the decrypted unique information,

[1507] A means for generating keys used for encryption and decryption,

[1508] A means of receiving input from a terminal and sending that input to a server,

[1509] A means of receiving a response message from a server and displaying it on a terminal,

[1510] A system that includes this.

[1511] (Claim 2)

[1512] The system according to claim 1, wherein the unique information includes user identification information.

[1513] (Claim 3)

[1514] The system according to claim 1, wherein the encryption means and decryption means use an encryption key to protect the target inquiry information.

[1515] "Application Example 1"

[1516] (Claim 1)

[1517] A means of maintaining a database containing query information,

[1518] A means of encrypting unique information related to the inquiry,

[1519] A means for receiving encrypted unique information as input, decrypting it, and obtaining a response message from a database corresponding to the decrypted unique information,

[1520] A means for outputting a response message,

[1521] A means of encrypting the inquiry entered by the user from the terminal and sending it to the server,

[1522] A means by which the server decrypts the query, encrypts the appropriate response message, and sends it back,

[1523] A system that includes this.

[1524] (Claim 2)

[1525] The system according to claim 1, wherein the unique information includes identification information of customers, agents, and employees.

[1526] (Claim 3)

[1527] The system according to claim 1, wherein the encryption means and decryption means use an encryption key to protect the target inquiry information.

[1528] "Example 2 of combining an emotion engine"

[1529] (Claim 1)

[1530] A means of receiving input from the user,

[1531] A means of encrypting the received inquiry information,

[1532] A means of sending encrypted unique information to a server,

[1533] A means of decrypting encrypted information,

[1534] A means of obtaining the corresponding response message from the database,

[1535] A means of analyzing user emotions,

[1536] A means for optimizing the response message based on the analysis results,

[1537] A means of displaying an optimized response message to the user,

[1538] A system that includes this.

[1539] (Claim 2)

[1540] The system according to claim 1, wherein the unique information includes individual identification information.

[1541] (Claim 3)

[1542] The system according to claim 1, wherein the encryption and decryption means use an encryption key to protect the inquiry information.

[1543] "Application example 2 when combining with an emotional engine"

[1544] (Claim 1)

[1545] A means of maintaining a database containing query information,

[1546] A means of encrypting unique information related to the inquiry,

[1547] A means for receiving encrypted unique information as input, decrypting it, and obtaining a response message from a database corresponding to the decrypted unique information,

[1548] A means for outputting a response message,

[1549] A means for recognizing the user's emotions and optimizing response messages based on those emotions,

[1550] A system that includes this.

[1551] (Claim 2)

[1552] The system according to claim 1, wherein the unique information includes identification information of users, agents, and employees.

[1553] (Claim 3)

[1554] The system according to claim 1, wherein the encryption means and decryption means use an encryption key to protect the target inquiry information.

[1555] The above changes reflect the necessary modifications. This format aims to clearly separate each claim and accurately represent the features of the new invention. [Explanation of symbols]

[1556] 10, 210, 310, 410 Data Processing Systems 12 Data Processing Devices 14 Smart Devices 214 Smart Glasses 314 Headset-type terminal 414 Robots< / url:> < / url:> < / url:> < / url:>

Claims

1. A means of maintaining a database containing query information, A means of encrypting unique information related to the inquiry, A means for receiving encrypted unique information as input, decrypting it, and obtaining a response message from a database corresponding to the decrypted unique information, A means for outputting a response message, A system that includes this.

2. The system according to claim 1, wherein the unique information includes identification information of customers, agents, and employees.

3. The system according to claim 1, wherein the encryption means and decryption means use an encryption key to protect the target inquiry information.

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