Virtual Counseling System Audio Intent Analysis
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Solution Overview
Problem
Conventional call center services, including Automatic Response Systems (ARS), face challenges in providing accurate and quick information retrieval to customers, as they are not conversation-based and require time for users to familiarize themselves with information retrieval methods, leading to inefficient customer counseling.
Innovation Solution
A virtual counseling system that includes an input unit for obtaining and processing audio data, a determination unit to analyze the type of audio data, and a text data generation unit to convert audio into text data, enabling accurate grasping of user intentions and emotions for smooth counseling.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If ARS is used to provide information retrieval, then automation is improved, but ease of operation deteriorates because users require significant time to familiarize with information retrieval methods
Solution Approach 1:
The system enables users to obtain desired information quickly by allowing them to directly input questions in natural language without needing to learn complex retrieval methods. The system automatically processes the input and retrieves relevant information, making the service self-serve the user's information needs efficiently.
2Reliability
If counselors maintain constant presence to provide service, then service quality is improved, but labor costs increase
Solution Approach 1:
The patent replaces the mechanical system of human counselors with an automated virtual counseling system that uses audio processing, text generation, and emotion analysis technologies. This substitution maintains service availability and quality while eliminating the need for continuous human labor, thereby reducing labor costs significantly.
3Productivity
If conventional ARS outputs information upon input, then information retrieval is achieved, but time consumption increases due to lack of conversation-based processing
Solution Approach 1:
The system dynamically adapts its response based on real-time analysis of user emotions and intentions detected from audio input. Rather than following a static information retrieval protocol, the system adjusts its counseling approach conversationally, enabling faster and more accurate information delivery tailored to the user's immediate needs.
4Extent of automation
If ARS uses non-conversation-based processing, then automation is improved, but accuracy of understanding user intention deteriorates
Solution Approach 1:
The system changes the processing parameters by incorporating emotion detection and text generation capabilities into the automated flow. By analyzing audio characteristics to determine user emotions and generating appropriate text responses, the system maintains high automation while significantly improving the accuracy of understanding user intentions beyond simple keyword matching.
Data Source
AI summary
The present disclosure relates to a virtual counseling system in which a user can virtually receive counseling by inputting query information into a system. A virtual counseling system according to an embodiment of the present disclosure may include an input unit obtaining audio information from a user and generating audio data; a determination unit receiving the audio data through the input unit, determining a type of the audio data, and generating type information on the audio data; and a text data generation unit generating object data by receiving the type information from the determination unit, converting content of the audio data into first text data, and combining the object data and the first text data to generate second text data.