Automated Response System Using Screen Identification for Intent Matching
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Solution Overview
Problem
Conventional automated response systems face challenges in efficiently understanding user intentions and providing accurate responses across a wide range of business and technical fields, leading to high resource loads and low user satisfaction, especially in professional or high-tech domains.
Innovation Solution
A customer service assistance system that includes a storage device and arithmetic device to match inquiry sentences with questions-and-answers information based on screen identification and similarity, allowing for precise understanding and automated response.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a single automated response system processes enormous questions across a wide variety of businesses and technical fields, then the system can provide comprehensive automated response service, but the load on the system becomes large and response accuracy decreases
Solution Approach 1:
The patent divides the automated response service into multiple specialized systems, each dedicated to a specific business or technical field. This segmentation allows each system to focus on a narrow domain, achieving high accuracy and efficiency while collectively covering a broad range of fields through the network of specialized systems.
2Measurement precision
If machine learning is used to learn response contents for various questions, then the system can improve response accuracy, but a proportionate period of time is required to achieve suitable accuracy and the system load increases
Solution Approach 1:
The patent pre-collects and organizes Q&A pairs and screen information for each specialized field before deployment. This preliminary preparation of domain-specific knowledge bases allows the systems to provide accurate responses immediately upon launch, eliminating the need for lengthy machine learning training periods while maintaining high response accuracy.
3Adaptability or versatility
If a single system processes enormous questions across multiple fields, then comprehensive service is provided, but the equipment investment and maintenance costs increase
Solution Approach 1:
The patent implements a distributed architecture where multiple specialized automated response systems operate independently across a network. Each system is simpler and less expensive to build and maintain, but collectively they provide comprehensive coverage through the URL management information that directs users to the appropriate specialized system.
Solution Approach 2:
The patent introduces URL management information as an intermediary layer that receives user inquiries and routes them to the appropriate specialized automated response system. This intermediary enables a single entry point to access multiple specialized systems, providing comprehensive service without requiring a single complex system.
Data Source
AI summary
A customer service assistance system includes: storage device that stores an address of an automated response device accumulating knowledge of a provided business in the output screen; and an arithmetic device that, when an inquiry specifying the address is received from a customer terminal, checks identification information of the output screen and an inquiry sentence indicated by the inquiry against questions-and-answers information held for each output screen of the provided business in the automated response device associated with the address, estimates a question matching an intention of the inquiry out of questions in the questions-and-answers information according to whether a screen associated with each question included in the questions-and-answers information matches the output screen and a degree of similarity between a sentence of each question included in the questions-and-answers information and the inquiry sentence, and extracts an answer to the question, and returns the answer to the customer terminal.