Counseling quality evaluation system using emotional words and evaluation method thereof

Abstract

The present invention relates to a counseling quality evaluation system using emotional words, which is performed by a control server having a database and a calculation function, the counseling quality evaluation system comprising: an information input unit (100) in which voice counseling files of a counselor and a client are inputted; an information processing unit (200) which converts voice information of the counselor and the client stored in the voice counseling files into text information; an emotional word module unit (300) which extracts emotional words preset for each counselor and client from the converted text information; an emotional category module unit (400) which calculates an emotional category to which the emotional words extracted from the emotional word module unit (300) belong; and a counseling quality evaluation unit (500) which evaluates the counseling quality of the counselor by comparing the emotional category and the emotional words used by the client and the counselor.

Description

Counseling quality evaluation system and evaluation method using emotional words

[0001] The present invention relates to a counseling quality evaluation system and evaluation method. Specifically, it relates to a counseling quality evaluation system and evaluation method utilizing emotional words.

[0002] Psychological counseling refers to the process in which the counselor and the client work together to solve various problems experienced in daily life, such as emotional pain caused by psychological problems, conflicts in interpersonal relationships, and maladjustment in social life, and to enjoy a more adaptable and comfortable life.

[0003] In psychological counseling, the person providing counseling is called the counselor, and the person receiving counseling is called the client.

[0004] In counseling, identifying the client's core emotions and how the counselor addresses them are crucial. For example, if a client continues to express fear, the counselor must appropriately intervene to address these emotions to improve the quality of the counseling.

[0005] In the past, as in Korean Patent No. 10-2476937, how counselors could identify the client's core emotions became an important issue.

[0006] However, despite the importance of evaluating the quality of counseling performed by each counselor, the problem of not being able to present objective standards for counseling quality has been raised as evaluations are mainly based on results or subjective evaluations by evaluators.

[0007] The counseling quality evaluation system and evaluation method using emotional words according to the present invention have the following challenges.

[0008] First, we aim to identify the client's core emotions using emotional words.

[0009] Second, we aim to evaluate the quality of counseling based on the counselor's response to the client's identified core emotions.

[0010] Third, we aim to present objective criteria for evaluating counseling quality.

[0011] The problems solved by the present invention are not limited to those mentioned above, and other problems not mentioned can be clearly understood by those skilled in the art from the description below.

[0012] The present invention is a counseling quality evaluation system utilizing emotional words, which is performed by a control server having a database and a computational function, and may include an information input unit into which voice counseling files of a counselor and a client are input; an information processing unit into which voice information of the counselor and the client stored in the voice counseling files are converted into text information; an emotional word module unit into which emotional words preset for each counselor and client are extracted from the converted text information; an emotional category module unit into which emotional categories to which the emotional words extracted from the emotional word module belong are calculated; and a counseling quality evaluation unit into which the counselor's counseling quality is evaluated by comparing the emotional words and emotional categories used by the client and the counselor.

[0013] In the present invention, preset emotional words are stored in the database, and in the emotional word module unit, emotional words can be extracted from the converted text information by comparing the text information converted in the information processing unit with the emotional words stored in the database.

[0014] In the present invention, preset emotional categories are stored in the database, and in the emotional category module unit, an emotional category to which the extracted emotional word belongs can be selected by comparing the emotional word extracted from the emotional word module unit with the emotional category stored in the database.

[0015] In the present invention, the emotional categories may include a happiness category, a sadness category, an anger category, a pain category, a body part feeling expression category, a strength feeling expression category, a shame category, an alienation category, and other categories.

[0016] In the present invention, the counseling quality evaluation unit may be equipped with an emotional word evaluation unit that calculates the frequency of each emotional word used by the counselor and the client and the total frequency of all emotional words for each counselor and the client, respectively.

[0017] In the present invention, the counseling quality evaluation unit may be provided with a warning word evaluation unit that selects the specific emotional word and the other emotional words in the emotional category to which the specific emotional word belongs as warning words when the specific emotional word used by the client and the other emotional words in the emotional category to which the specific emotional word belongs are extracted at a frequency exceeding a preset frequency between preset phrases.

[0018] In the present invention, in the warning word evaluation unit, the number of times the counselor uses the warning word within a preset phrase following the phrase to which the client's warning word belongs is calculated, and the grade of the warning word counseling quality can be evaluated based on the frequency of the counselor's warning word.

[0019] In the present invention, the counseling quality evaluation unit may be equipped with an emotional category evaluation unit that calculates the emotional category to which each emotional word used by the counselor and client belongs.

[0020] In the present invention, in the emotional category evaluation unit, the emotional categories of the client and the emotional categories of the counselor are compared to determine whether they are in agreement with each other, the ratio of the mutually consistent emotional categories to the total emotional categories of the client is calculated, and the grade of emotional category counseling quality can be evaluated based on the ratio of the mutually consistent emotional categories.

[0021] In the present invention, preset weight words are stored in the database, and the counseling quality evaluation unit may be equipped with a weight word evaluation unit that extracts preset weight words from phrases set before and after emotional words used by the client, and then selects a sentence containing both the weight word and the emotional word as a weight determining sentence.

[0022] In the present invention, in the weighted word evaluation unit, in the counseling content of the counselor after the client's weighted determinant sentence, the number of times the counselor uses each emotional word within the emotional category to which the weighted determinant sentence belongs within a preset phrase is calculated, and the grade of the weighted word counseling quality can be evaluated based on the frequency of the emotional words belonging to the counselor's emotional category.

[0023] In the present invention, the database stores preset crisis words, and the counseling quality evaluation unit may be equipped with a crisis word evaluation unit that selects a sentence containing the crisis word as a crisis-determining sentence when the crisis word used by the client is extracted at least once.

[0024] In the present invention, in the crisis word evaluation unit, the number of times the counselor uses each emotional word within the emotional category to which the weighted critical sentence belongs in the counseling content of the counselor after the client's critical critical sentence within a preset phrase is calculated, and the level of the counseling quality of the critical word can be evaluated based on the frequency of the counselor's critical words.

[0025]

[0026] The present invention is a counseling quality evaluation method utilizing emotional words, which is performed by a control server having a database and a computational function, and may include a step S100 in which, in an information input unit, voice counseling files of a counselor and a client are input; a step S200 in which, in an information processing unit, voice information of the counselor and the client stored in the voice counseling files are converted into text information; a step S300 in which, in an emotional word module unit, emotional words preset for each counselor and client are extracted from the converted text information; a step S400 in which, in an emotional category module unit, an emotional category to which the emotional words extracted from the emotional word module unit belong is calculated; and a step S500 in which, in a counseling quality evaluation unit, the counseling quality of the counselor is evaluated by comparing the emotional words and emotional categories used by the client and the counselor.

[0027] In the present invention, step S500 is provided with an emotional word evaluation unit, and in the emotional word evaluation unit, the frequency of each emotional word used by the counselor and the client and the total frequency of all emotional words can be calculated for each counselor and the client, respectively.

[0028] In the present invention, step S500 is provided with a warning word evaluation unit, and when a specific emotional word used by the client and other emotional words of the emotional category to which the specific emotional word belongs are extracted at a frequency greater than a preset frequency between preset phrases in the warning word evaluation unit, the specific emotional word and other emotional words of the emotional category to which the specific emotional word belongs can be selected as warning words.

[0029] In the present invention, in the warning word evaluation unit of step S500, the number of times the counselor uses the warning word within a preset phrase following the phrase to which the client's warning word belongs is calculated, and the grade of the warning word counseling quality can be evaluated based on the frequency of the counselor's warning word.

[0030] In the present invention, step S500 is provided with a warning word evaluation unit, and in the emotion category evaluation unit, the emotion category to which each emotion word used by the counselor and client belongs can be calculated.

[0031] In the present invention, step S500 is provided with an emotional category evaluation unit, and in the emotional category evaluation unit, the emotional categories of the client and the emotional categories of the counselor are compared to determine whether they are mutually consistent, the ratio of mutually consistent emotional categories to the total emotional categories of the client is calculated, and the grade of emotional category counseling quality can be evaluated based on the ratio of mutually consistent emotional categories.

[0032] In the present invention, preset weight words are stored in the database, and a weight word evaluation unit is provided in step S500, and when the preset weight word is extracted from a phrase preset before and after an emotional word used by the client in the weight word evaluation unit, a sentence including both the weight word and the emotional word can be selected as a 'weighted determinant sentence'.

[0033] In the present invention, in the weighted word evaluation unit of step S500, in the counseling content of the counselor after the client's weighted determinant sentence, the number of times the counselor used each emotional word within the emotional category to which the weighted determinant sentence belongs within a preset phrase is calculated, and the grade of the weighted word counseling quality can be evaluated based on the frequency of the emotional words belonging to the counselor's emotional category.

[0034] In the present invention, preset crisis words are stored in the database, a crisis word evaluation unit is provided in the S500 step, and when a crisis word used by a client is extracted at least once in the crisis word evaluation unit, a sentence including the crisis word can be selected as a crisis decision sentence.

[0035] In the present invention, in the crisis word evaluation unit of step S500, in the counseling content of the counselor after the client's crisis decision sentence, the number of times the counselor used each emotional word within the emotional category to which the weighted decision sentence belongs within a preset phrase is calculated, and the counselor's crisis word counseling quality grade can be evaluated based on the frequency of the counselor's crisis words.

[0036] The present invention can be implemented as a computer program stored in a computer-readable recording medium in combination with hardware to execute a counseling quality evaluation method using emotional words according to the present invention by a computer.

[0037] The counseling quality evaluation system and evaluation method using emotional words according to the present invention have the following effects.

[0038] First, by utilizing various emotional categories and various emotional words belonging to each emotional category, it is effective in easily identifying the client's core emotions through the emotional words used by the client.

[0039] Second, it is effective in evaluating the counseling quality of the counselor by analyzing the counselor's response to specific emotional words used by the client.

[0040] Third, it has the effect of providing objective standards for evaluating counseling quality by utilizing the frequency of emotional words, emotional categories, warning words, weighted words, and crisis words.

[0041] The effects of the present invention are not limited to those mentioned above, and other effects not mentioned will be clearly understood by those skilled in the art from the description below.

[0042] Figure 1 is a diagram of a counseling quality evaluation system utilizing emotional words according to the present invention.

[0043] Figure 2 shows an example of the frequency of emotional words used in counseling.

[0044] Figure 3 shows an example of the frequency of emotional categories used in counseling.

[0045] Figure 4 is a flowchart of a counseling quality evaluation method using emotional words according to the present invention.

[0046] 100: Information input section

[0047] 200: Information Processing Department

[0048] 300: Emotional Word Module

[0049] 400: Emotion category module

[0050] 500: Consulting Quality Evaluation Department

[0051] 510: Emotional Word Evaluation Department

[0052] 520: Warning Word Evaluation Department

[0053] 530: Emotional Category Evaluation Department

[0054] 540: Weighted Word Evaluation Section

[0055] 550: Crisis Word Evaluation Department

[0056] The present invention is a counseling quality evaluation system utilizing emotional words, which is performed by a control server having a database and a computational function, and may include an information input unit into which voice counseling files of a counselor and a client are input; an information processing unit into which voice information of the counselor and the client stored in the voice counseling files are converted into text information; an emotional word module unit into which emotional words preset for each counselor and client are extracted from the converted text information; an emotional category module unit into which emotional categories to which the emotional words extracted from the emotional word module belong are calculated; and a counseling quality evaluation unit into which the counselor's counseling quality is evaluated by comparing the emotional words and emotional categories used by the client and the counselor.

[0057] Hereinafter, with reference to the attached drawings, embodiments of the present invention will be described so that those skilled in the art can easily implement them. As will be readily apparent to those skilled in the art, the embodiments described below may be modified in various ways without departing from the spirit and scope of the present invention. Wherever possible, identical or similar parts are indicated in the drawings using the same reference numerals.

[0058] The terminology used herein is for the purpose of describing specific embodiments only and is not intended to limit the invention. As used herein, the singular forms "a," "an," and "the" also include the plural forms, unless the context clearly dictates otherwise.

[0059] As used herein, the term "comprising" means specifying a particular characteristic, region, integer, step, operation, element and / or component, but does not exclude the presence or addition of other particular characteristics, regions, integers, steps, operations, elements, components and / or groups.

[0060] All terms, including technical and scientific terms, used in this specification have the same meaning as commonly understood by those of ordinary skill in the technical field to which the present invention pertains. Terms defined in the dictionary are further interpreted to have meanings consistent with the relevant technical literature and the present disclosure, and are not to be construed as ideal or overly formal unless otherwise defined.

[0061] Expressions of direction used in this specification, such as front / back / left / right, up / down, and longitudinal / lateral, can be interpreted with reference to the directions disclosed in the drawings.

[0062]

[0063] The present invention will be described below with reference to the drawings. Note that the drawings may be exaggerated to illustrate the features of the present invention. In such cases, it is preferable to interpret them in light of the overall intent of this specification.

[0064]

[0065] Figure 1 is a diagram of a counseling quality evaluation system utilizing emotional words according to the present invention.

[0066] The present invention is a counseling quality evaluation system utilizing emotional words, which is performed by a control server having a database and a computational function, and may include an information input unit (100) into which voice counseling files of a counselor and a client are input; an information processing unit (200) into which voice information of the counselor and the client stored in the voice counseling files are converted into text information; an emotional word module unit (300) into which emotional words preset for each counselor and client are extracted from the converted text information; an emotional category module unit (400) into which emotional categories to which the emotional words extracted from the emotional word module unit (300) belong are calculated; and a counseling quality evaluation unit (500) into which the counseling quality of the counselor is evaluated by comparing the emotional words and emotional categories used by the client and the counselor.

[0067]

[0068] Below, the information input unit (100) according to the present invention is described.

[0069] The information input unit (100) according to the present invention can input voice counseling files of the counselor and the client. For example, various types of voice files capable of being converted to text, such as mp3, wav, m4a, flac, and ogg, can be utilized.

[0070]

[0071]

[0072] Below, the information processing unit (200) according to the present invention is described.

[0073] In the information processing unit (200) according to the present invention, the voice information of the counselor and client stored in the voice counseling file can be converted into text information separately. Various conventional techniques for converting voice information into text information can be utilized.

[0074]

[0075] Below, the emotional word module (300) according to the present invention is described.

[0076] In the emotional word module (300) according to the present invention, emotional words preset for each counselor and client can be extracted from the converted text information.

[0077] In the present invention, preset emotional words are stored in the database, and in the emotional word module unit (300), emotional words can be extracted from the converted text information by comparing the text information converted by the information processing unit (200) with the emotional words stored in the database.

[0078]

[0079] Below, the emotional category module (400) according to the present invention is described.

[0080] In the emotional category module (400) according to the present invention, the emotional category to which the emotional word extracted from the emotional word module (300) belongs can be calculated.

[0081] In the present invention, preset emotional categories are stored in the database, and in the emotional category module unit (400), the emotional words extracted from the emotional word module unit (300) are compared with the emotional categories stored in the database, and the emotional category to which the extracted emotional words belong can be selected.

[0082] In the present invention, the emotion categories may include a happiness category, a sadness category, an anger category, a pain category, a body part feeling expression category, a strength feeling expression category, a shame category, an alienation category, and other categories.

[0083]

[0084] Table 1 below divides emotional words into nine categories.

[0085]

[0086]

[0087] Below, the consultation quality evaluation unit (500) according to the present invention is described.

[0088] In the counseling quality evaluation unit (500) according to the present invention, the counseling quality of the counselor can be evaluated by comparing the emotional words and emotional categories used by the client and the counselor.

[0089] The quality of consultation can be expressed in various ways, such as a two-level classification of good / poor, a three-level classification of good / caution / warning, a 1-10 level classification, a 5-level classification of excellent / excellent / bad, etc.

[0090]

[0091] The counseling quality evaluation unit (500) according to the present invention includes an emotional word evaluation unit (510), a warning word evaluation unit (520), an emotional category evaluation unit (530), a weighted word evaluation unit (540), and a crisis word evaluation unit (550).

[0092]

[0093] First, the emotional word evaluation unit (510) is explained.

[0094] In the present invention, the counseling quality evaluation unit (500) may be equipped with an emotional word evaluation unit (510) that calculates the frequency of each emotional word used by the counselor and the client and the total frequency of all emotional words for each counselor and client, respectively.

[0095]

[0096] The emotional word evaluation unit (510) can calculate the number of emotional words used and produce statistics on how many times each emotional word appears. Furthermore, emotional words of clients and counselors can be classified and calculated separately.

[0097] Figure 2 illustrates an example of the frequency of emotional words used in counseling. As an example of emotional frequency, emotional word frequency can be calculated for each counseling session and for the total counseling period. In the future, these emotional words can be organized into various emotional category categories to calculate the frequency of each emotional category.

[0098]

[0099] In the emotional word evaluation unit (510) according to the present invention, the frequency and interval of specific emotional words can be calculated as shown in Table 2 below.

[0100]

[0101]

[0102] For reference, in the present invention, a "phrase" containing a "word" may be used as a unit for analyzing text information. However, this is not limited to a "phrase"; analysis can also be performed using other units such as "word," "morpheme," and "phrase."

[0103] This specification will illustrate analysis by using "word phrases" as an example. A "word phrase" is each word that constitutes a sentence, the smallest unit of a sentence, and the unit of spacing.

[0104]

[0105] Additionally, the counseling quality evaluation unit (500) according to the present invention can calculate the frequency and interval of emotional categories of specific emotional words. For example, it can calculate how many times a certain emotional category appears within a 10-word sentence. Furthermore, the emotional categories of the client and the counselor can be separately categorized and displayed.

[0106]

[0107] Additionally, the consultation session can be divided into the first and second halves and the frequency of each emotional word can be calculated. This allows for the distinction between the first and second half topics.

[0108]

[0109]

[0110] Next, the warning word evaluation unit (520) is described.

[0111] In the present invention, the counseling quality evaluation unit (500) may be equipped with a warning word evaluation unit (520) that selects the specific emotional word and the other emotional words of the emotional category to which the specific emotional word belongs as warning words when the specific emotional word used by the client and the other emotional words of the emotional category to which the specific emotional word belongs are extracted at a frequency greater than a preset frequency between preset phrases.

[0112] In the warning word evaluation unit (520) according to the present invention, the number of times the counselor uses the warning word within a preset phrase following the phrase to which the client's warning word belongs is calculated, and the grade of the warning word counseling quality can be evaluated based on the frequency of the counselor's warning word.

[0113]

[0114]

[0115] Next, the emotional category evaluation section (530) is described.

[0116] In the present invention, the counseling quality evaluation unit (500) may be equipped with an emotional category evaluation unit (530) that calculates the emotional category to which each emotional word used by the counselor and client belongs.

[0117] In the emotional category evaluation section (530), emotional words are divided into nine emotional categories, for example, and the frequency of the emotional categories used can be calculated.

[0118] Figure 3 illustrates an example of the frequency of emotional categories used in counseling. This allows us to see how various emotional words actually represent the quantity of core emotional categories. This can also be calculated by separately classifying the emotional words of clients and counselors.

[0119] In addition, in the emotional category evaluation unit (530) according to the present invention, the emotional categories of the client and the emotional categories of the counselor are compared to determine whether they are in agreement with each other, the ratio of the mutually consistent emotional categories to the total emotional categories of the client is calculated, and the grade of emotional category counseling quality can be evaluated according to the ratio of the mutually consistent emotional categories.

[0120]

[0121] The emotional category assessment section (530) can display the client's and counselor's responses to emotional words. It shows how many times the counselor uses the same emotional word or a word within the same emotional category as the client. This indicates the extent to which the counselor empathizes with the client's emotions. It is also possible to display identical words by using the same color (see Table 3).

[0122]

[0123]

[0124] Furthermore, it can indicate whether the counselor is at least emotionally receptive to the client's emotional words. When the client expresses an emotional word, the counselor's immediate response can reveal whether the emotional word itself is being used, even if it isn't the same category or word. This can assess whether the counselor is at least reflecting the client's emotional message back to them as a message of emotion.

[0125]

[0126]

[0127]

[0128] Next, the weighted word evaluation unit (540) is described.

[0129] In the present invention, preset weight words are stored in the database, and the counseling quality evaluation unit (500) may be equipped with a weight word evaluation unit (540) that extracts preset weight words from phrases set before and after emotional words used by the client, and then selects a sentence that includes both the weight word and the emotional word as a weight determination sentence.

[0130] In the weighted word evaluation unit (540) according to the present invention, in the counseling content of the counselor after the client's weighted determinant sentence, the number of times the counselor uses each emotional word within the emotional category to which the weighted determinant sentence belongs within a preset phrase is calculated, and the grade of the weighted word counseling quality can be evaluated according to the frequency of the emotional words belonging to the counselor's emotional category.

[0131]

[0132] For example, an embodiment is possible in which weighted words and emotional words are derived within a specific phrase (e.g., 4 words) regardless of order.

[0133] Weighted words can be set to words as shown in Table 3 below. Furthermore, the occurrence of weighted sentiment words more than twice may not be given significant significance.

[0134]

[0135]

[0136] Next, the crisis word evaluation unit (550) is described.

[0137] In the present invention, preset crisis words are stored in the database, and the counseling quality evaluation unit (500) may be equipped with a crisis word evaluation unit (550) that selects a sentence containing the crisis word as a crisis-determining sentence when the crisis word used by the client is extracted at least once.

[0138] In the crisis word evaluation unit (550) according to the present invention, in the counseling content of the counselor after the client's crisis decision sentence, the number of times the counselor uses each emotional word within the emotional category to which the crisis decision sentence belongs within a preset phrase is calculated, and the counselor's crisis word counseling quality grade can be evaluated based on the frequency of the counselor's crisis words.

[0139]

[0140] Table 6 below is an example of deriving crisis words and crisis-critical sentences and judging the counselor's response.

[0141]

[0142] When death-related words appear, they can be categorized as "crisis-critical sentences" and highlighted in red (shading), etc. By also displaying what the counselor said immediately afterward, the counselor can assess at a glance whether the actual crisis sentence is being handled appropriately. Combination words can be placed in any order, and can be recognized as combinations if they appear within a specific phrase (e.g., three words).

[0143] Additionally, as quantitative data, the frequency of occurrences of words like "suicide" and "crisis" can be displayed in a quantitative graph. As qualitative data, the occurrence of words like "suicide" and "crisis" can be highlighted in red (shaded), allowing counselors to address the qualitative nature of these emotions. Furthermore, qualitative data can also display counselors' responses, allowing them to see how they're being addressed.

[0144]

[0145] From a time perspective, the present invention can be utilized to evaluate the counselor's counseling quality "after" the consultation. Furthermore, it can be utilized to enhance the counselor's counseling quality "during" the consultation by visually presenting the data generated to the counselor using graphs and other visual aids.

[0146]

[0147]

[0148] Meanwhile, the present invention can be implemented as a counseling quality evaluation method. Specifically, it can be implemented as a counseling quality evaluation method utilizing emotional words.

[0149] Although this method invention differs in its category from the aforementioned system invention, its technical structure is substantially identical. Therefore, the technical structure shared with the system invention will be replaced with the aforementioned description, and the following description will focus on the main points of the method invention.

[0150]

[0151] The present invention is a counseling quality evaluation method utilizing emotional words, which is performed by a control server having a database and a computational function, and includes a step S100 in which voice counseling files of a counselor and a client are input in an information input unit (100); a step S200 in which voice information of the counselor and the client stored in the voice counseling files are converted into text information, respectively, in an information processing unit (200); a step S300 in which emotional words preset for each counselor and client are extracted from the converted text information in an emotional word module unit (300); a step S400 in which an emotional category to which the emotional words extracted in the emotional word module unit (300) belong are calculated in an emotional category module unit (400); and a step S500 in which the counseling quality of the counselor is evaluated by comparing the emotional words and emotional categories used by the client and the counselor in a counseling quality evaluation unit (500).

[0152]

[0153] In the present invention, step S500 is provided with an emotional word evaluation unit (510), and in the emotional word evaluation unit (510), the frequency of each emotional word used by the counselor and the client and the total frequency of all emotional words can be calculated for each counselor and the client, respectively.

[0154]

[0155] In the present invention, a warning word evaluation unit (520) is provided in step S500, and in the warning word evaluation unit (520), when a specific emotional word used by the client and other emotional words of the emotional category to which the specific emotional word belongs are extracted at a frequency greater than a preset frequency between preset phrases, the specific emotional word and other emotional words of the emotional category to which the specific emotional word belongs can be selected as warning words.

[0156]

[0157] In the present invention, in the warning word evaluation unit (520) of step S500, the number of times the counselor uses the warning word within a preset phrase after the phrase to which the client's warning word belongs is calculated, and the grade of the warning word counseling quality can be evaluated based on the frequency of the counselor's warning word.

[0158]

[0159] In the present invention, step S500 includes a warning word evaluation unit (520), and in the emotion category evaluation unit (530), the emotion category to which each emotion word used by the counselor and client belongs can be calculated.

[0160]

[0161] In the present invention, step S500 includes an emotional category evaluation unit (530), and in the emotional category evaluation unit (530), the emotional categories of the client and the emotional categories of the counselor are compared to determine whether they are mutually consistent, and the ratio of mutually consistent emotional categories to the total emotional categories of the client is calculated, and the grade of emotional category counseling quality can be evaluated based on the ratio of mutually consistent emotional categories.

[0162]

[0163] In the present invention, preset weight words are stored in the database, and a weight word evaluation unit (540) is provided in step S500, and when the preset weight word is extracted from a phrase preset before and after an emotional word used by the client in the weight word evaluation unit (540), a sentence including both the weight word and the emotional word can be selected as a weight determination sentence.

[0164]

[0165] In the present invention, in the weighted word evaluation unit (540) of step S500, in the counseling content of the counselor after the client's weighted determinant sentence, the number of times the counselor uses each emotional word within the emotional category to which the weighted determinant sentence belongs within a preset phrase is calculated, and the grade of the weighted word counseling quality can be evaluated according to the frequency of the emotional words belonging to the counselor's emotional category.

[0166]

[0167] In the present invention, preset crisis words are stored in the database, and a crisis word evaluation unit (550) is provided in the S500 step, and when a crisis word used by a client is extracted at least once in the crisis word evaluation unit (550), a sentence including the crisis word can be selected as a crisis decision sentence.

[0168]

[0169]

[0170]

[0171] In the present invention, in the crisis word evaluation unit (550) of step S500, in the counseling content of the counselor after the client's crisis decision sentence, the number of times the counselor uses each emotional word within the emotional category to which the weighted decision sentence belongs within a preset phrase is calculated, and the counselor's crisis word counseling quality grade can be evaluated based on the frequency of the counselor's crisis words.

[0172]

[0173]

[0174] Additionally, the present invention can be implemented as a computer program. Specifically, the present invention can be implemented as a computer program stored on a computer-readable recording medium, combined with hardware, to execute a counseling quality evaluation method utilizing emotional words according to the present invention.

[0175] The methods according to embodiments of the present invention may be implemented in the form of a program readable by various computer means and recorded on a computer-readable recording medium. Here, the recording medium may include program commands, data files, data structures, etc., singly or in combination. The program commands recorded on the recording medium may be those specially designed and configured for the present invention, or may be those known and usable by those skilled in the art of computer software. For example, the recording medium includes magnetic media such as hard disks, floppy disks, and magnetic tapes, optical media such as CDROMs and DVDs, magneto-optical media such as floptical disks, and hardware devices specially configured to store and execute program commands, such as ROMs, RAMs, and flash memories. Examples of program commands may include not only machine language generated by a compiler, but also high-level languages ​​that can be executed by a computer using an interpreter, etc. These hardware devices may be configured to operate as one or more software modules to perform the operations of the present invention, and vice versa.

[0176]

[0177] The embodiments described in this specification and the attached drawings are merely illustrative of some of the technical concepts encompassed by the present invention. Therefore, the embodiments disclosed in this specification are intended to illustrate, rather than limit, the technical concepts of the present invention. Therefore, it is clear that the scope of the technical concepts of the present invention is not limited by these embodiments. All modifications and specific embodiments that can be easily inferred by those skilled in the art within the scope of the technical concepts contained in the specification and drawings of the present invention should be construed as being included within the scope of the rights of the present invention.

Claims

1. A counseling quality evaluation system utilizing emotional words, performed by a control server with database and computational functions. Information input section where voice counseling files of the counselor and client are entered; An information processing unit in which the voice information of the counselor and client stored in the above voice counseling file is converted into text information; An emotional word module section in which emotional words set for each counselor and client are extracted from the above-mentioned converted text information; An emotional category module section in which the emotional category to which the emotional words extracted from the emotional word module section belong is calculated; and A counseling quality evaluation system utilizing emotional words, characterized by including a counseling quality evaluation section in which the counselor's counseling quality is evaluated by comparing emotional words and emotional categories used by clients and counselors.

2. In claim 1, The above database stores preset emotional words. A counseling quality evaluation system utilizing emotional words, characterized in that, in the emotional word module section, emotional words are extracted from the converted text information by comparing the text information converted in the information processing section with the emotional words stored in the database.

3. In claim 1, The above database stores preset emotional categories. A counseling quality evaluation system utilizing emotional words, characterized in that in the emotional category module section, the emotional category to which the extracted emotional word belongs is selected by comparing the emotional word extracted from the emotional word module section with the emotional category stored in the database.

4. In claim 3, A counseling quality evaluation system utilizing emotional words, characterized in that the above emotional categories are comprised of happiness category, sadness category, anger category, pain category, body part feeling expression category, strength feeling expression category, shame category, alienation category, and other categories.

5. In claim 1, In the above consultation quality evaluation department, A counseling quality evaluation system utilizing emotional words, characterized by having an emotional word evaluation section in which the frequency of each emotional word used by the counselor and client and the total frequency of all emotional words are calculated for each counselor and client.

6. In claim 1, In the above consultation quality evaluation department, When a specific emotional word used by the client and other emotional words in the emotional category to which the specific emotional word belongs are extracted more than a preset frequency among preset phrases, A counseling quality evaluation system utilizing emotional words, characterized in that it comprises a warning word evaluation section in which the specific emotional word and other emotional words in the emotional category to which the specific emotional word belongs are selected as warning words.

7. In claim 6, In the above warning word evaluation section, The number of times the counselor uses the warning word within the preset phrases following the phrase in which the client's warning word is included is calculated. A counseling quality evaluation system utilizing emotional words, characterized in that the counseling quality of warning words is evaluated based on the frequency of the counselor's warning words.

8. In claim 1, In the above consultation quality evaluation department, A counseling quality evaluation system utilizing emotional words, characterized by having an emotional category evaluation section that calculates the emotional category to which each emotional word used by the counselor and client belongs.

9. In claim 8, In the above emotional category evaluation section, The emotional categories of the client and the emotional categories of the counselor are compared to determine whether they are in agreement. The ratio of mutually consistent emotional categories to the total emotional categories of the client is calculated, A counseling quality evaluation system utilizing emotional words, characterized in that the grade of emotional category counseling quality is evaluated according to the ratio of the above mutually consistent emotional categories.

10. In claim 1, The above database stores preset weighted words, In the above consultation quality evaluation department, When preset weighted words are extracted from the phrases set before and after the emotional words used by the client, A counseling quality evaluation system utilizing emotional words, characterized in that a weighted word evaluation unit is provided in which a sentence including the above-mentioned weighted word and the above-mentioned emotional word is selected as a weighted determinant sentence.

11. In claim 10, In the above weighted word evaluation section, In the counselor's counseling content following the client's above weighted decision sentence, The number of times the counselor used each emotional word within the emotional category to which the above weighted decision sentence belongs within the preset phrase is calculated. A counseling quality evaluation system utilizing emotional words, characterized in that the counseling quality grade of weighted words is evaluated according to the frequency of emotional words belonging to the above emotional categories of the counselor.

12. In claim 1, The above database stores preset crisis words, In the above consultation quality evaluation department, If the client's crisis words are extracted at least once, A counseling quality evaluation system utilizing emotional words, characterized by having a crisis word evaluation section in which sentences containing the above crisis words are selected as crisis-critical sentences.

13. In claim 12, In the above crisis word evaluation section, In the counseling content of the counselor after the client's above-mentioned crisis-critical sentence, the number of times the counselor used each emotional word within the emotional category to which the above-mentioned weighted-critical sentence belongs within the preset phrases is calculated. A counseling quality evaluation system utilizing emotional words, characterized by evaluating the quality of counseling based on the frequency of the counselor's crisis words.

14. A counseling quality evaluation method utilizing emotional words, performed by a control server with database and computational functions. In the information input section, step S100, where the voice counseling files of the counselor and the client are input; In the information processing unit, step S200, where the voice information of the counselor and the client stored in the voice counseling file is converted into text information; In the emotional word module section, step S300 where emotional words set for each counselor and client are extracted from the converted text information; In the emotion category module section, step S400 is performed to calculate the emotion category to which the emotion word extracted from the emotion word module section belongs; and A counseling quality evaluation method utilizing emotional words, characterized by including an S500 stage in which the counselor's counseling quality is evaluated by comparing emotional words and emotional categories used by the client and counselor in the counseling quality evaluation department.

15. In claim 14, The S500 stage is equipped with an emotional word evaluation unit, A counseling quality evaluation method utilizing emotional words, characterized in that the frequency of each emotional word used by the counselor and client and the total frequency of all emotional words are calculated for each counselor and client, respectively, in the emotional word evaluation section.

16. In claim 14, The S500 stage is equipped with a warning word evaluation unit, A counseling quality evaluation method using emotional words, characterized in that, in a warning word evaluation section, when a specific emotional word used by a client and other emotional words in the emotional category to which the specific emotional word belongs are extracted more than a preset frequency between preset phrases, the specific emotional word and other emotional words in the emotional category to which the specific emotional word belongs are selected as warning words.

17. In claim 16, In the S500 level warning word evaluation section, The number of times the counselor uses the warning word within the preset phrases following the phrase in which the client's warning word is included is calculated. A counseling quality evaluation method utilizing emotional words, characterized in that the counseling quality of warning words is evaluated based on the frequency of the counselor's warning words.

18. In claim 14, The S500 stage is equipped with a warning word evaluation unit, A counseling quality evaluation method utilizing emotional words, characterized in that the emotional category to which each emotional word used by the counselor and client belongs is calculated in the emotional category evaluation section.

19. In claim 18, The S500 stage is equipped with an emotional category evaluation unit, A counseling quality evaluation method using emotional words, characterized in that in the emotional category evaluation section, the emotional categories of the client and the emotional categories of the counselor are compared to determine whether they are mutually consistent, the ratio of mutually consistent emotional categories to the total emotional categories of the client is calculated, and the emotional category counseling quality grade is evaluated according to the ratio of the mutually consistent emotional categories.

20. In claim 14, The above database stores preset weighted words, The S500 stage is equipped with a weighted word evaluation unit, A counseling quality evaluation method utilizing emotional words, characterized in that, in a weighted word evaluation section, a preset weighted word is extracted from a phrase set before and after an emotional word used by a client, and a sentence that includes both the weighted word and the emotional word is selected as a 'weighted determinant sentence'.

21. In claim 20, In the weighted word evaluation section of the S500 stage, A counseling quality evaluation method using emotional words, characterized in that, in the counseling content of the counselor after the client's above-mentioned weighted determinant sentence, the number of times the counselor used each emotional word within the emotional category to which the above-mentioned weighted determinant sentence belongs within a preset phrase is calculated, and the counseling quality grade of the weighted word is evaluated according to the frequency of the emotional words belonging to the above-mentioned emotional category of the counselor.

22. In claim 14, The above database stores preset crisis words, The above S500 stage is equipped with a crisis word evaluation unit, A counseling quality evaluation method utilizing emotional words, characterized in that, in a crisis word evaluation section, if a crisis word used by a client is extracted at least once, a sentence containing the crisis word is selected as a crisis-critical sentence.

23. In claim 22, In the crisis word evaluation section of the S500 stage, In the counseling content of the counselor after the client's above-mentioned crisis-critical sentence, the number of times the counselor used each emotional word within the emotional category to which the above-mentioned weighted-critical sentence belongs within the preset phrases is calculated. A counseling quality evaluation method utilizing emotional words, characterized in that the quality of counseling with crisis words is evaluated based on the frequency of the counselor's crisis words.

24. A computer program stored in a computer-readable recording medium, in combination with hardware, for executing a counseling quality evaluation method using emotional words according to claim 14 by a computer.

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