KR20090000280A - Acquisition and provision system for providing advertisement related to conversation contents on network and method thereof - Google Patents

Abstract

The wisdom acquisition and provision system capable of providing advertisements related to conversation contents on a network according to the present invention receives a query from the user 1 when the user 1 is connected through a terminal connected to an Internet communication network, and receives the query. An input / output interface 11 outputting a response to the response; Query analysis means (12) for analyzing the contents of the user's query transmitted through the input / output interface (11); It manages information about human agents (5a, ..) knowledgeable in a number of specializations and connectable on a network, and is likely to provide a response to the query according to the result of the query analyzing means (12). A human question and answer module (100) that enables the user to obtain a response to the query by searching for high human agents and allowing the user (1) to communicate with the human agent; And an instant ad server 130 for managing and searching the advertisement information database 136 and the advertisement information database 136 in which the advertisement information is stored, and the advertisement information corresponding to the conversation contents between the user and the human agent is displayed. When retrieved from the advertisement information database 136, the retrieved advertisement information is displayed in the online space where the user and the human agent have a conversation. The present invention automatically searches for a person (human agent) who is likely to respond to the user's query and recommends it to the user so that the user can have a conversation with the human agent and search for an advertisement suitable for the conversation. Therefore, there is an advantage that the best advertising effect can be achieved by providing immediately in the dialogue space between the user and the human agent.

Description

System for acquiring and providing knowledge capable of providing advertisement relating to the dialogue contents on the networks and the system therefor}

Figure 1 is a schematic configuration diagram of a conventional information retrieval system, Figure 2 is an example of the results retrieved by the conventional information retrieval system.

3 and 4 are configuration diagrams of a wisdom acquisition and provision system capable of providing an advertisement related to a conversation content on a network according to the first embodiment of the present invention.

5 is a schematic diagram illustrating a three-step question and answer solution of a wisdom acquisition and provision system capable of providing advertisements related to conversational content on a network according to a first embodiment of the present invention.

Figure 6 is a block diagram of an automatic query response module in the wisdom acquisition and providing system according to a first embodiment of the present invention.

FIG. 7 illustrates an example of a profile record of human agents stored in the human agent profile database 103 in the system and method for acquiring and providing wisdom according to the first embodiment.

FIG. 8 illustrates an example of a specialty index keyword used to create a specialty vector (e _j ) in the human agent profile record in FIG. 7, and FIG. 9 is a function configured as a function of importance values for each index keyword. An example of a specialty vector e _j of human agents is shown, and FIG. 10 shows an example of a specialty vector matrix composed of the specialty vector e _j of FIG. 9.

FIG. 11 is a flowchart illustrating a process of registering a human agent and modifying the information in the method for acquiring and providing wisdom that can provide an advertisement related to a conversation content on a network according to the first embodiment of the present invention.

12 is a flowchart illustrating a process of searching for a human agent that is highly likely to provide a response to a user's query in the method for obtaining and providing wisdom according to the first embodiment of the present invention.

FIG. 13 is a flowchart illustrating a process of providing dialogue and instant advertisement between a user and a human agent in the method for acquiring and providing wisdom according to the first embodiment of the present invention.

FIG. 14 illustrates a process of changing (update) information such as expertise and user satisfaction of a human agent by receiving feedback from the contents of the conversation and the evaluation of the user after the conversation between the user and the human agent is performed in the first embodiment of the present invention. Flowchart.

15 is a technical block diagram of a method for granting appropriate rewards, such as coupons and points, to human agents according to a user's evaluation in the system for acquiring and providing wisdom according to the first embodiment of the present invention.

16 to 18 illustrate a process of a conversation between a user and a human agent and a process of performing an instant advertisement according to the wisdom acquisition and provision method according to the first embodiment of the present invention.

Fig. 19 illustrates the construction of a wisdom acquisition and provision system according to a second embodiment of the present invention, and Fig. 20 is a flowchart in which the method of the second embodiment is performed.

* Description of the symbols for the main parts of the drawings *

1: User 1a: Your Computer

2: IR system 2a: IR server

2b: index database 2c: search results

3: internet 4: internet webpage

5a, ..., 5e: Human Agent 10: Knowledge Acquisition and Delivery System

11: I / O interface 12: Query analysis means

13: Query Management 14: Bulletin Board and FAQ Database

14a: bulletin board DB 14b: FAQ DB

15: result integration means 100: human question and answer module

101: human agent search means 102: human agent registration and change means

103: human agent profile DB 104: communication interface

113: Human Agent Profile Record 114: Discipline Vector Matrix

130: instant ad server 131: advertising information manager

132: natural language processor 133: advertising information search

134: advertisement information uploader 136: advertisement information DB

150: Consultation DB 160: Chat channel management server

161: database manager 162: natural language processor

163: chat channel finder 164: chat channel information provider

200: automatic query response module 201: automatic query response server

202: Knowledge DB 211: Query Type Analyzer

212: Response explorer 213: Automatic information extractor

214: Language Supporter 300: Knowledge / Information Search Module

301: knowledge / information search server 302: index DB

401: Internet shopping mall 402: Offline shopping mall

The present invention relates to a system for acquiring and providing wisdom that can provide advertisements related to conversations on a network, and a method thereof. In particular, the present invention relates to a user by searching for human agents that are presently connectable online and have expertise. By providing a user with the right answer through the dialogue with the human agent, and by providing the advertisement suitable for the contents of the dialogue to the online space where the dialogue between the user and the human agent is carried out immediately. It is about the wisdom acquisition and provision system and method for providing advertisements related to the conversation.

Since the information retrieval engine provided by the conventional Internet portal site and the like outputs only the document set associated with the user's request, the user had to perform the process of searching the searched documents one by one in order to obtain specific information desired by the user. Therefore, in most cases, users had to spend a considerable amount of time searching the documents of the search results output from the information search engine, and in the worst case, they only spent time and could not find the desired information.

Figure 1 is a schematic configuration diagram of a conventional information retrieval system, Figure 2 is an example of the results retrieved by the conventional information retrieval system.

In FIG. 1, when the user 1 inputs a query to the information retrieval system 2 using the computer terminal 1a connected to the Internet communication network 3, the information retrieval server 2a is associated with the index database 2b. The document set is found and the result is sent to the user 1. The user can view a brief description of the search results, and clicking on the search document for more details transfers the original text of the Internet web page 4 referenced by the index database 2b to the user computer 1a. .

2 shows a result 2c of searching for 'Incheon International Airport' by the conventional information retrieval system. As shown in FIG. 2, the conventional information search or knowledge search system includes words included in the phrase 'how to buy a cheap European backpacking flight ticket' (for example, 'Europe', 'backpack', 'travel', ' Documents 2c containing words that match the ticket "

As described above, since the conventional information search engine simply finds and provides documents containing a word combination that matches the user's query word, the user's actual desired answer has a disadvantage of having to spend additional effort and time on his own.

In order to compensate for this problem, a research on an automatic query response system that automatically generates a correct answer to a user's query has been conducted. However, due to its poor performance, the user has not received a great response.

However, as everyone sympathizes with life's experiences, the best way to get the answer when something unknown is difficult to solve by yourself is to ask a person who knows the problem, that is, an expert. In other words, a user with a real need for information can be provided with the correct answer or problem solving method through a conversation with a person who has expertise or experience in the field (hereinafter referred to as 'human agent'). The answer is to be provided.

Also, people generally have an open mind that is willing to share their knowledge and experiences with others who need them, even if the cost of providing that knowledge is not high. I am looking for something worthwhile. As such, the natural phenomenon of information and knowledge sharing has been confirmed in the active Q & A and knowledge retrieval service on the Internet.

The core idea of the wisdom acquisition and provision system proposed by the present invention is to directly connect a person with a professional knowledge (human agent) and an interrogator to obtain an answer, and if there is an advertisement information suitable for the conversation content, It is to construct a question and answer system that can be provided immediately and get high advertising effect.

The present invention automatically detects and recommends a user (human agent) that is most likely to respond to a user's query among human agents connectable to the Internet network, so that the user can communicate with the human agent. Provides wisdom acquisition and provision system and method for providing advertisement related to the dialogue contents on the network that can be displayed in the dialogue space between the user and the human agent by searching for advertisements suitable for the dialogue contents through the conversation. It aims to do it.

In addition, the present invention can provide an advertisement related to the chat content on the network to search the existing chat channel that the other user is already talking with the human agent and to refer to the chat contents of the existing chat channel when a similar query is entered. It aims to provide a wisdom acquisition and provision system and a method thereof.

In order to achieve the first object, a wisdom acquisition and provision system capable of providing an advertisement related to a conversation content on a network provided by the present invention is provided when the user 1 accesses through a terminal connected to an Internet communication network. An input / output interface 11 for receiving a query from and outputting a response to the query; A query analysis step 12 for analyzing the content of the user's query transmitted through the input / output interface 11; Manages information about human agents 5a,... That are knowledgeable and connectable over a network by a number of specialties, and are likely to provide a response to the query according to the results of the query analysis means 12. The user responds to the query by searching for high human agents so that the user 1 and the human agent can communicate in at least one of wired and wireless communication methods including messenger and Internet telephone (VoIP). Human question and answer module 100 to obtain a; And an instant ad server 130 for managing and searching the advertisement information database 136 and the advertisement information database 136 in which the advertisement information is stored, and the advertisement information corresponding to the conversation contents between the user and the human agent is displayed. When the advertisement information database 136 is searched for, the searched advertisement information is displayed in the online space where the user and the human agent have a conversation.

And, in order to achieve the first object of the wisdom acquisition and provision method that can provide advertisements related to the dialogue content on the network provided by the present invention, human experts who can be connected over the network with knowledge in a number of specializations A first step of registering as an agent and creating a profile record including information on personal information and specialty of the human agent and storing it in the human agent profile database (103); A second step of receiving an inquiry from the user when the user 1 accesses the terminal connected to a wired or wireless communication network; A third step of analyzing contents of the query of the user; Step 4: searching for the human agents in the human agent profile database 103 that are likely to provide a response to the user's query, and recommending the retrieved human agents to the user: Among the human agents recommended by the user When selecting a human agent, a fifth step of connecting the user and the human agent by at least one of wired and wireless communication methods including a messenger and an Internet telephone (VoIP) to communicate with each other; And a sixth step of displaying the retrieved advertisement information in an online space where a dialogue between the user and the human agent is made when advertisement information corresponding to the dialogue content between the user and the human agent is retrieved from the advertisement information database 136. .

In addition, the wisdom acquisition and provision system capable of providing advertisements related to the conversation content on the network provided by the present invention to achieve the second object, if the first user 1 is connected through a terminal connected to the Internet communication network An input / output interface 11 for receiving a query from the user 1 and outputting a response to the query; Query analyzing means (12) for analyzing the contents of the query of the first user transmitted through the input / output interface (11); Manages information about human agents 5a,... That are knowledgeable and connectable over a network by a number of specialties, and are likely to provide a response to the query according to the results of the query analysis means 12. A human query response module (100) for retrieving high human agents and allowing the first user (1) to communicate with the human agent so that the first user can obtain a response to the query; And monitoring the conversation contents of the existing conversation channel in which the first user and the human agent have a conversation, and when the second user 1 'inputs a query and requests a search of the existing conversation channel, the existing conversation channels related to the query are searched. And a chat channel management server 160 for searching and providing the search results.

Hereinafter, with reference to the accompanying drawings will be described in detail with respect to the wisdom acquisition and provision system and method for providing an advertisement related to the dialogue content on the network according to the present invention.

3 and 4 are configuration diagrams of a wisdom acquisition and provision system capable of providing an advertisement related to a conversation content on a network according to the first embodiment of the present invention.

Referring to FIG. 3, the wisdom acquisition and provision system capable of providing an advertisement related to a conversation content on a network according to the first embodiment of the present invention is largely a human question answering module 100 that provides a question answer using a human agent. Automatic query response module 200 to find a response to the user's query in the pre-stored knowledge database 202 and automatically provide to the user's terminal. And a knowledge / information retrieval module 300 that searches for documents containing words that match the index keywords included in the user's query by the index database 302 for documents existing on the Internet and provides the search results to the user. It consists of

The wisdom acquisition and provision system 10 analyzes the contents of the user's query transmitted through the input / output interface 11 and the input / output interface 11 for receiving a query from the user and outputting a response to the query. Manage the information about the query analysis means 12, and the human agents 5a, 5b, ..., 5e that can be connected over the network and are likely to provide an accurate response to the user's 1 query. It consists of a human question and answer module 100 for searching for human agents and allowing the user 1 and the human agent to communicate.

The input / output interface 11 is responsible for communicating with the user's terminal, and the query analyzing means 12 receives a query vector q _i expressed as a function of importance values for each index keyword for the input query. It is responsible for creating. In this case, the query vector q _i is

---- 수식(1)

---- Formula (1)

(Where w _{t, i} is the weight of keyword t in user i's query)

It is expressed as a function of.

Documents written in Korean can be indexed by about 150,000 keywords, and the importance is calculated based on criteria such as how many of these index keywords appear in the document.

Therefore, when the user inputs a query, the importance (w _{t, i} ) is calculated for each of about 150,000 index keywords, and the importance value (w _{t, i} ) is substituted into the function value of Equation (1). A query vector q _i representing a user's query word is generated.

On the other hand, the human question and answer module 100, a human agent profile database 103 for storing and managing profile records of human agents connectable over a network, and the human agent profile database for profile records of the human agents. Human agent registration and change means (102) for first-time registration and later modification-modification and storage in 103, and search for the human agents in the human agent profile database 103 that are likely to respond correctly to the user's query. A human agent retrieval means 101 which is recommended to the user, and a communication interface 104 which enables the user and the human agent to communicate by at least one of wired and wireless communication methods including messenger and Internet telephone (VoIP). do.

In addition, the human question and answer module 100 includes an instant ad server 130 that can immediately provide an advertisement in an online space where a user and a human agent have a conversation, and an advertisement information database 136 in which advertisement information is stored. do. The instant advertisement server 130 manages and searches the advertisement information database 136. The instant ad server 130 manages the advertisement information database 136, and the advertisement information manager 131 for storing and changing the advertisement information, natural language processing of the conversation between the user and the human agent to the keyword in the conversation topic and the contents of the conversation. The natural language processor 132 to grasp, the advertisement information searcher 133 for searching the advertisement information database 136 suitable for the conversation topic and keywords according to the processing result of the natural language processor 132, and the advertisement information searcher The advertisement information uploader 134 uploads the advertisement information retrieved at 133 to the online space where the dialogue between the user and the human agent occurs. The advertisement information uploader 134 specifically provides the retrieved advertisement information to the communication interface 104 so that an advertisement is displayed in an online space such as a chat window or a messenger in which a current conversation of a user-human agent is ongoing.

Instant advertisement provided to the user by the present invention is to focus only on the advertisement that is closely related to the current conversation topic by analyzing the conversation content between the user and the human agent by natural language processing. Since advertisements that are not related to the conversation topic are merely spam advertisements, only advertisement information related to the current conversation topic and likely to be paid by the user should be provided.

The instant ad server 130 and the advertisement information database 136 need not necessarily be installed inside the human query module 100, but may be installed independently of the human query module 100.

On the other hand, in order to properly operate the knowledge acquisition and provision system according to the present invention, it is necessary to secure in advance human agents with sufficient knowledge and experience to provide a response to various user queries. Human agents do not necessarily need to be experts in all areas, and those who think they know more than others about their involvement, regardless of the general assessments done socially, are fully qualified as human agents. For example, if a young elementary school student is interested in Japanese manga or games and thinks he knows more about this field than others, he or she may be a 'Japanese manga' or 'game' You can work as a human agent with a specialty. If a user wants to know about a Japanese cartoon or a game and inputs a query related thereto, the human question and answer module 100 according to the present invention searches for the profile record of the elementary school student in the human agent profile database 103. Encourage dialogue between elementary school students and human agents.

In FIG. 3, the human agent registration and change means 102 receives an application from a person who wants to become a human agent, and records information (profile) of personal information, a professional field, and a user evaluation score of the human agents. 7, and store the created human agent profile record in the human agent profile database 103. The profile for the human agent registered once is automatically changed and stored when the information is changed by the human agent itself (see FIG. 11), and the field of expertise and the user can be determined by the conversation contents between the user and the human agent and the feedback of the user. Evaluation scores (eg, evaluation scores for user satisfaction, kindness, etc.) are adjusted (see FIG. 13). As such, it is helpful for the human agents to search for the optimal human agent for the user's query in the future by updating the profile of the human agents to reflect the contents of the conversation with the actual user and the evaluation of the user.

The human agent searching means 101 searches for human agents that are likely to make a correct response to the query from the human agent profile database 103 based on the result analyzed by the query analyzing means 12 or the query vector. As a result, a list of retrieved human agents is provided to the user 1. In this case, the human agent searching means 101 searches only the human agents currently connected to the network among the human agents stored in the human agent profile database 103 and provides the list to the user. That is, taking FIG. 3 as an example, the human agent searching means 101 provides the user with a list of a plurality of human agents 5a, ..., 5e which are in a state of being connectable on the Internet 5.

Then, when the user selects a human agent from the list of provided human agents, the communication interface 104 connects the user and the human agent by any one of wired and wireless communication methods including messenger and Internet telephone (VoIP). The user can talk directly to the human agent.

In addition, the human question and answer module 100 according to the present invention, although not shown in Figures 3 and 4, it is preferable to further include a human agent monitoring module. The human agent monitoring module is a module that automatically checks the current state of a plurality of human agents existing on the network. The human agent monitoring module is in a state where the human agent does not want to respond to a request for information for personal work or is in an empty state. In this case, it is responsible for monitoring the status of these human agents in real time.

As shown in Figures 3 and 4, the present invention is not only a human query response module 100 but also an automatic query response module 200 and a knowledge / information search module 300 employed in existing knowledge search systems. The automatic query response module 200 and the knowledge / information retrieval module 300 may include a human agent that does not exist in response to the user's query or when the response by the human agent is not satisfactory to the user. The existing information retrieval systems are adopted to supplement the Q & A.

The automatic query response module 200 is composed of a knowledge database 202 composed of document sets of various knowledge and an automatic query response server 201 that controls and manages the knowledge database 202. The question and answer server 201 is responsible for providing the user with the knowledge database 202 that is highly related to the user's query word.

The knowledge / information retrieval module 300 is a knowledge / information retrieval module using a so-called search engine, and a kind of program called 'robot' automatically collects documents by a large number of web documents existing on the Internet. The index database is used, and the index database 302 finds a document suitable for a keyword inputted by a user. Accordingly, the knowledge / information retrieval module 300 includes an index database 302 which stores index data on problems existing in the Internet, and a knowledge / information retrieval server 301 which controls and manages the index database 302. The knowledge / information search server 301 provides a search result to the user by a keyword search or a natural language search for the user's query.

The result integration means 15 shown in FIGS. 3 and 4 is responsible for integrating the outputs of the automatic query response module 201 and the knowledge / information retrieval module 301 and delivering them to the input / output interface 11. .

On the other hand, in the present invention, in order to diversify the source of knowledge and information search, the content of the bulletin board and 'FAQ (Frequently Asked Questions') bulletin board provided on the home page of the query search service provider, the automatic query response module 200 and knowledge The information retrieval module 300 allows the user to provide an automatic response and information retrieval result. To this end, a bulletin board for storing and managing the data of the bulletin board and a bulletin board and FAQ database (see FIG. 3) for storing and managing the data of the FAQ are installed, and the contents of the database 14 are stored in the automatic Q & A server. 201 or the knowledge / information retrieval server 301 can search. Alternatively, as shown in FIG. 4, the bulletin board and the database of the FAQ may be separated from each other and configured as separate databases 14a and 14b.

In FIG. 4, the query management server 13 stores the query analysis results output by the query analyzer 12 in the bulletin board database 14a and the FAQ database 14b, and controls and manages the databases 14a and 14b. do.

In addition, the present invention textizes the conversation contents between the user and the human agent in the consultation contents database 150, and the contents of the consultation contents database 105 are stored in the existing knowledge database 202 and the index database 302. To be reflected. Thus, if a correct answer to the query is provided through a dialogue between the user and the human agent once, the automatic query response module 200 or the knowledge / information retrieval even if there is no response by the human agent when another user later makes the same query. The output of module 300 makes it possible to obtain the correct solution. On the other hand, in storing the conversation between the user and the human agent in the database 105, the conversation through the messenger can be stored in the database as it is in the form of a text itself, if the conversation is made through the Internet phone You need a separate device that can convert voice conversations into text.

Referring to FIG. 4, in the wisdom acquisition and provision system capable of providing advertisements related to conversation contents on a network according to the present invention, an operation process of the automatic query response module 200 and the knowledge / information search module 300 is described. It is detailed.

The automatic query response module 200 analyzes the query type with respect to the output provided from the query analyzing means 12, finds a response sentence in the knowledge database 202, generates a response, and transmits the result to the result integration means 15.

The knowledge / information retrieval module 300 searches the index database for documents on the Internet that match the user's query or includes words related to the user's query, and searches related FAQs and bulletin boards to find related documents. Is transmitted to the result integration means (15).

In addition, preferably, the automatic query response module 200 and the knowledge / information retrieval module 300 each have a consultation content database 105 previously established through consultation between the user-human interface in the human query response module 100. The search finds a response and sends it to the result integration means 15.

5 is a schematic diagram illustrating a three-step question and answer solution of a wisdom acquisition and provision system capable of providing advertisements related to conversational content on a network in accordance with the present invention. As shown in Fig. 5, the present invention can be referred to as a knowledge acquisition and provision system having three information retrieval layers. In other words, the first realization layer is to obtain a response from the human agents 5a, ..., 5e, which are the most flexible and efficient sources of knowledge, and to provide instant advertisements. Providing the generated response is the second layer, and the third layer is to provide the search results by searching for documents existing on the Internet by the knowledge / information retrieval module 300.

Figure 6 is a block diagram of an automatic query response module in the wisdom acquisition and providing system according to a first embodiment of the present invention. Referring to FIG. 6, a query type analyzer 211 performs a query type analysis on a query transmitted from a query analyzing unit to generate a query set, and then the response sentence explorer 212 stores a document stored in the knowledge database 202. From the documents, the documents related to the query set are found, and the automatic information extractor 213 extracts the most relevant sentences from the documents and outputs the correct answers. In addition, a language supporter 214 is used to perform natural language processing on the contents of the query and documents in the query type analyzer 211, the response sentence searcher 212, and the automatic information extractor 213. .

FIG. 7 shows an example of a profile record 113 of human agents stored in the human agent profile database 103 in the system and method for acquiring and providing wisdom according to the first embodiment of the present invention. The profile record 113 of the human agents shown in FIG. 7 includes personal information such as, for example, name, address, age, gender, and e-mail address, together with a full text indicating the specialty of the human agent. Field vector (e _j ) and user satisfaction, kindness, level, and the like.

The specialty vector (e _j ) is automatically generated by a self-introduction letter when the user registers as a human agent and stored in a profile record.

----- 수식(2)

----- Formula (2)

Where w _{t, j is the} weight of index keyword t for human agent j.

It is expressed as a function of.

In addition, user satisfaction, kindness, level, and the like are items reflected as feedback by post evaluation of the user.

In the present invention, by calculating the similarity between the expertise vector (e _j ) included in each human agent's profile and the query vector (q _i ) generated for the user's query, the user has expertise in the field inquired by the user. Human agents can be searched for, and when presenting the list of searched human agents to the user, the order of the similarity values is given to those who have a high degree of similarity between the specialty vector (e _j ) and the query vector (q _i ). It is desirable to recommend human agents.

In addition, the human agent, which has been well received by users in terms of satisfaction and friendliness through past consultations, has high user satisfaction and friendliness, and therefore has a high probability of responding to future consultations. It is desirable to recommend human agents to users first. In addition, the human agent profile record 113 may include a past counseling history, and it is also possible to set a level (so-called 'pore') by user feedback.

As such, among the information items included in the human agent's profile record 113, the specialty vector (e _j ) is a major criterion for searching for the human agent in relation to the specific query of the user. Information items such as satisfaction level, kindness level, and level determined by the above are important criteria in determining the order in which the searched human agents are recommended to the user.

In order for the wisdom acquisition and provision system according to the present invention to operate successfully, it is important to secure human agents with excellent expertise and to allow these human agents to consult with sincerity. For this reason, it is necessary to compensate to some extent when human agents have consulted well, and in the present invention, points are given to the human agents or given coupons by the user's evaluation (feedback) of the human agent. I assumed to do. The human agent profile record 113 of FIG. 7 includes details of accumulated points and coupons, and the points and coupons possessed by the human agent may be used in online or offline shopping malls and the like connected to the wisdom acquisition and provision system of the present invention. (See Fig. 15).

FIG. 8 shows an example of a specialty index keyword used to create a specialty vector e _j in the human agent profile record 113 in FIG. 7, and FIG. 9 is a function of importance values for each index keyword. An example of the expertise vector e _j of each configured human agent is shown, and FIG. 10 shows an example of the expertise vector matrix 144 composed of the expertise vector e _j of FIG. 9.

The construction of the specialty vector (e _j ) requires a process called indexing, which is used in general information retrieval techniques, similarly to the construction of the query vector (q _i ). Index refers to the process of producing statistical data by extracting words that make up text. In order to compare text contents such as web pages and news messages with the desired keywords, the index data must be obtained through this indexing process. .

Generally, documents in Korean can be classified by about 150,000 index words, and the index words included in one document are extracted, and the importance of the extracted index words in the document is quantified. Representation in vectors makes it possible to automatically sort and retrieve a large number of documents.

In order to extract index words from a document, simple stemming is performed in English and morphological analysis in Korean, and each index is weighted according to its importance. The traditional method of weighting words is TF / IDF, which is used by normalizing term frequency (TF, term frequency) in each document, and expressing the document by selecting finite keywords in advance. In this case, the inverted term frequency (IDF) is calculated from the sample document population and used together with the frequency of appearance. In this case, the weight of the word i in document j is expressed by the following equation.

---- 수식(3)

---- Formula (3)

Where freq _ij is the frequency of occurrence of word i in document j , N is the total number of sample documents, and DF _i is the number of documents containing word i . IDF means that words that appear evenly in all documents are given low weights because they are of low value as index words for searching.

As an example of a method for calculating the importance of each index word, a list of index words is prepared in advance as illustrated in the table of FIG. 8, and each index word is given a serial number, and each index word is present in the document. In this case, the importance of the index word is set to a value other than 0. If the index word does not exist in the document, the importance of the index word is zero.

Referring to FIGS. 7 to 9, specialty vectors such as Hong Gil-dong, Yi Sun-shin, Kim Yu-shin, Joo-young, Kim Chun-chu, and Eulji-mun registered as human agents (e ₁ , e ₂ , e ₃ , e ₄ , e ₅ , e ₆ , ...) is expressed as a function of importance values for each index keyword present in the sentence for their field of expertise. For example, if Hong Gil-dong, registered as Human Agent No. 1, describes his expertise, he or she has expertise in the "America" and "Computer," and "US" (number 2 of the index keyword in FIG. 8). And the importance of 'computer' (number of index keywords 149,999 in Fig. 8) is set to 1, and as a result, Hong Gil-dong's specialty vector (e ₁ ) is (0,1,0,0,0,0, .. ., 1,0). Similarly, other human agents can also identify their own specialty vectors (ie e ₂ , e ₃ , e ₄ , e ₅ , e ₆ ,. Had to have.)

Expertise vectors (e ₁ , e ₂ , e ₃ , e ₄ , e ₅ , e ₆ , ..., e _j ) for each human agent shown in FIG. 9 are represented in a matrix at once, as shown in FIG. 10. do. In FIG. 10, each row represents an index keyword, and each column represents a discipline vector for expert j.

In summary, a process of obtaining information desired by a user in a wisdom acquisition and provision system capable of providing an advertisement related to a conversation content on a network according to the present invention,

(1) inputting a user query;

(2) retrieving a human agent profile similar to the user's query;

(3) informing a human agent presenting information to a human agent present on-line;

(4) if a human agent having an intention to provide information is found, the user and the human agent are connected by any one of wired and wireless communication methods including a messenger and an Internet telephone (VoIP) to exchange information with each other;

(5) if a dormant agent with an intention to provide information is not found, outputting the correct answer generated by the automatic query response module and the document set searched by the knowledge / information search module to the user; And

(6) searching for the topic of conversation between the user and the human agent and suitable advertisement information and providing the same to the online conversation space.

FIG. 11 is a flowchart illustrating a process of registering a human agent and modifying the information in the method for acquiring and providing wisdom that can provide an advertisement related to a conversation content on a network according to the first embodiment of the present invention.

Referring to FIG. 11, the process of initially registering a human agent includes, first, an applicant who wants to become a human agent accessing a human agent registration and change server (step S1), and after a member registration procedure (S2 and In step S3), one's field of expertise is first selected from a large category of menus (step S4), and the field of his field is described in natural language and transmitted to the server (step S5). Subsequently, the human agent registration and change server extracts the specialty keywords from the introduction documents on the specialty prepared by the human agent applicant (step S6), and the importance of these specialty keywords is taken from the introduction documents on the specialty of the human agent applicant. To calculate the specialized field vector (e _j ) of the human agent (S8 step). Next, the human agent registration and change server creates a human agent profile record using personal information such as name, address, age, gender, and e-mail address inputted from the human agent applicant, and the specialty vector as profile items. (Step S9), the registration process of the human agent is completed by storing the profile record in the human agent database 103 (Step S10).

On the other hand, when a registered human agent wants to change a profile item such as his or her specialty, the profile change process may be performed according to the flowchart shown on the right side of FIG. That is, the human agent accesses the human agent registration and change server (step S11), and proceeds to the following steps if the profile is to be modified, and moves to another service menu if the modification is not desired (step S12). If the registered human agent wants to modify his profile, the profile record stored in the human agent profile database 103 is loaded and output to the current screen (step S13). In this state, the human agent is specialized. May be re-selected by the menu method (step S14) and the introductory sentence for the specialty may be rewritten (step S15). Hereinafter, the processes (steps S16 and S18) of generating a specialty vector by extracting keywords and calculating importance of each keyword are the same as those of steps S6 to S8 described above. Subsequently, if the existing profile of the human agent is modified and stored in the database 103, the profile modification is completed (steps S19 and S20).

12 is a flowchart illustrating a process of searching for a human agent that is highly likely to provide a response to a user's query in the method for obtaining and providing wisdom according to the first embodiment of the present invention.

When the user accesses the human question answering system of the present invention and inputs a query (steps S21 and S22), the query analyzing means extracts a keyword from the user's query and creates a query vector q _i (steps S23 and S24). field). As described above, the query vector is a function vector regarding importance values for each keyword, and can compare the similarity with the specialty vector e _j of the human agents stored in the human agent profile database 103. Therefore, the human agent searching means calculates the similarity between the query vector (q _i ) related to the user's query and the specialty vector (e _j ) in the profile of the human agent by a cosine method and the similarity among them. Find the high human agents (step S25). Subsequently, the human agent searching means checks whether the connection is possible with the current activity state of the human agents (step S26), and as a result, excludes the human agent that is inactive or currently unable to connect (step S27). Alternatively, the information providing intention may be provided to the human agent to list only the human agents having the information providing intention.

When human agents that are likely to respond to a user's query are found, they are ranked by various information items, such as the order of high relevance between the specialty of these human agents and the query, and / or user satisfaction, kindness, and level of the human agent. List the human agents that appear to be the most friendly and sincere to provide the most accurate response to the user's query, followed by other human agents in order, and present the list to the user (steps S28 and S29). ).

FIG. 13 is a flowchart illustrating a process of providing dialogue and instant advertisement between a user and a human agent in the method for acquiring and providing wisdom according to the first embodiment of the present invention.

Referring to FIG. 13, when the user selects a human agent (step S30), a conversation is made through the communication interface (step S31), and the conversation contents are processed in natural language (step S32), and the current conversation topic and the conversation contents are displayed. Related keywords are extracted, and advertisement information suitable for this conversation topic or the like is retrieved from the advertisement information database 136 (step S33). When advertisement information suitable for the current conversation topic is found (step S34), the advertisement information is uploaded and displayed on the current chat window or a messenger (step S35), and the conversation topic is detected (step S37). Search for the advertisement information and upload it again.

Next, when the conversation ends (step S37), the evaluation for the human agent is input (step S39), and according to the evaluation data, a predetermined reward or incentive is given to the human agent (step S40). Subsequently, the profile of the human agent is modified and stored (step S41), and if the conversation with another human agent is desired, the steps S30 to S41 are repeated (step S42).

14 is a method for acquiring and providing wisdom according to the first embodiment of the present invention, after a dialogue between a user and a human agent is made, the dialogue contents and the user's evaluation are fed back to receive information such as the expertise and user satisfaction of the human agent. This is a flow chart of the process of making changes.

In FIG. 11, the human agent changes the profile by itself, but the flowchart shown in FIG. 14 illustrates a process of automatically adjusting the expertise of the human agent according to the contents of the dialogue between the human agent and the user and the result.

The field of expertise entered by a human agent is not always accurate, and in fact, when talking to users through questions and answers, there is not much expertise in a field marked by a human agent, and expertise in other fields. It can be found naturally. The present invention assumes such a case so that the profile of the human agent's specialty can be automatically changed by the user's feedback or the dialogue between the user and the human agent.

Referring to Fig. 14, first, a text of knowledge consultation between a human agent and a user is textized (step S50), and specialty keywords are extracted from the textualized document (step S51). Calculate the importance accounted for in the document (step S52). Next, a new specialty vector (e _{j (new)} ) is generated using the importance of these specialty keywords (step S53), and the new specialty vector (e _{j (new)} ) is converted into an existing specialty vector ( e _j ) (step S54).

On the other hand, after the conversation between the user and the human agent is finished, the user receives an evaluation of the satisfaction with the contents of the conversation, the kindness of the human agent, the knowledge level, and the like (step S55). Calculate (step S56). After completing steps S54 and S56, the profile of the human agent is modified and stored in a database (steps S57 and S58).

15 is a technical block diagram of a method for acquiring and providing a reward, such as a coupon and a point, to human agents in accordance with a user's evaluation in the method for obtaining and providing wisdom according to the first embodiment of the present invention.

As shown in FIG. 14, the present invention induces the participation of human agents by earning a predetermined point or giving a coupon to the human agents based on the number of consultations and the feedback of the user. When the user's feedback is input, the human question and answer module 100 changes the user satisfaction, kindness, counseling history, etc. among the profile of the human agent by processing the user's feedback, and accumulates points to the human agent according to a predetermined criterion or receives a coupon. Grant. Points and coupons granted to the human agent are managed as a human agent profile record (see FIG. 7), and the human agent uses the points and coupons he holds for the online shopping mall 401 associated with the information acquisition and provision system of the present invention and And / or purchase goods or use services in the offline shopping mall 402.

16 to 18 illustrate a process of a conversation between a user and a human agent and a process of performing an instant advertisement according to the wisdom acquisition and provision method according to the first embodiment of the present invention.

Referring to FIG. 16, in the query window 501 of the wisdom acquisition and provision system displayed on the computer monitor screen 500, the query window 501 asks, "What song is in Lee Hyo-ri's second album?" If the start search button 501a is pressed, the search results 512 and 512a of the human agents and the simple information search result 511 of FIG. 17 can be obtained as shown in FIG.

Referring to FIG. 16, a human agent search result 512 appears on a part of the monitor screen 500. Information on satisfaction and friendliness of users has been displayed so far, and the current user selects a human agent. To help. When the user selects the human agent, the conversation can be carried out as shown in FIG. The user inputs a message in the message input window 513 and transmits the message by pressing the send button 513a. The conversation contents display window 515 shows a conversation with a connected human agent (for example, 'contrast').

At this time, when a certain keyword or a conversation topic is searched by processing the conversation content between the user and the human agent in natural language, an instant advertisement suitable for the keyword or the conversation topic may be displayed in the chat window. As shown in Fig. 18, in the case where the conversation is about the second album of singer Lee Hyo-ri, keywords such as 'Hyo-ri', 'second album', 'gecha', 'depth', 'straight up', etc. As a result, the instant ad server 130 extracts advertisement information about Lee Hyo-ri's second album from the advertisement information database 136 and displays it in the chat window. 18 shows a music video 522 and songs 522, 523 and 524 along with a second album jacket photo 521 of singer Lee Hyo-ri in a chat window, and a link icon for purchasing this album or downloading a sound source file for a fee. 522a, 523a, 524a are displayed. When the mouse 550 is placed on the jacket picture 521 or the link icons 522a, 523a, and 524a, a site selling items related to the advertisement is preferably displayed.

Users and human agents who are talking about Lee Hyo-ri's 2nd album will immediately pop up the advertisement information about Lee Hyo-ri and the artist's 2nd album. This can lead to the purchase of a record. Therefore, through this process, the present invention can enjoy the best advertisement effect with the optimal question and answer by the human agent.

19 is a block diagram of a system for acquiring and providing wisdom according to a second embodiment of the present invention, and FIG. 20 is a flowchart in which the method of the second embodiment is performed.

The wisdom acquisition and provision system of FIG. 19 differs from the system of the first embodiment described above by monitoring the conversation channel where the current conversation between the user 1 and the human agent 5a, .., 5e takes place. When a second user 1 'is connected to a database and a similar query is inputted, the already opened chat channel is searched for and the response to the same query is made. 2 is provided to the user 1 '.

To this end, in the second embodiment of the present invention, the wisdom acquisition and provision system 10 monitors the conversation contents of the existing conversation channel where the conversation between the first user 1 and the human agent is made, and the second user 1 ') Inputs a query and requests a search of an existing chat channel, the chat channel management server 160 further searches for the existing chat channels related to the query and provides the search result.

In addition, the conversation channel management server 160 performs a natural language processing of the conversation between the database manager 161 and the first user and the human agent, which manages the contents of the consultation contents database 150. When the second user inputs a query and requests the search of existing conversation channels, the natural language processor 162 for identifying the natural language processor 162 selects the conversation channels suitable for the query in response to the result of the processing of the natural language processor 162. And a conversation channel searcher 163 for searching in 150, and a conversation channel information provider 164 for providing the second user with information on existing conversation channels searched in the conversation channel searcher 163. With this configuration, the second user 1 'can obtain information about the conversation channel between the existing user 1 and the human agent, and can view the contents of the conversation if the existing dialogers allow it. Participants can talk to a third party (or even more) by joining an open chat channel.

A system for acquiring and providing wisdom that can provide advertisements related to conversation content on a network according to the present invention is a person (human agent) who is likely to respond best to a user's query among human agents connectable to the Internet network (human agent). By automatically searching for and recommending to the user, the user can have a conversation with the human agent, and there is an advantage that the best advertisement effect can be obtained by searching for an advertisement suitable for the contents of the conversation and providing it in the conversation space between the user and the human agent.

Claims (24)

An input / output interface 11 for receiving a query from the user 1 and outputting a response to the query when the user 1 is connected through a terminal connected to an internet communication network; Query analysis means (12) for analyzing the contents of the user's query transmitted through the input / output interface (11); Manages information about human agents 5a,... That are knowledgeable and connectable over a network by a number of specialties, and are likely to provide a response to the query according to the results of the query analysis means 12. The user responds to the query by searching for high human agents so that the user 1 and the human agent can communicate in at least one of wired and wireless communication methods including messenger and Internet telephone (VoIP). Human question and answer module 100 to obtain a; And Including an advertisement information database 136 stored in the advertisement information and the instant ad server 130 for managing and searching the advertisement information database 136; When the advertisement information corresponding to the conversation contents between the user and the human agent is searched in the advertisement information database 136, the searched advertisement information is displayed in the online space where the dialogue between the user and the human agent is made. Wisdom acquisition and provision system that can provide advertisements related to the conversation. The method of claim 1, wherein the instant ad server 130, An advertisement information manager 131 that manages the advertisement information database 136 and stores and changes advertisement information; A natural language processor 132 for natural language processing the conversation between the user and the human agent to grasp the keywords in the conversation topic and the contents of the conversation; An advertisement information searcher 133 for searching the advertisement information database 136 for advertisement information suitable for a conversation topic and a keyword according to the processing result of the natural language processor 132; And The advertisement information uploader 134 uploads the advertisement information retrieved by the advertisement information searcher 133 to the online space where the user and the human agent have a conversation. The advertisement related to the conversation content on the network is provided. Wisdom Acquisition and Provision System. According to claim 1, Automatic query response module for providing a response to the user's query in the pre-stored knowledge database (202) automatically provided to the user's terminal; And Knowledge database which has an index database 302 for documents existing on the Internet and which provides the user with documents found in the index database 302 that contain words that match the index keywords included in the user's query. Information retrieval module (300); characterized in that it further comprises a wisdom acquisition and provision system that can provide advertising related to the conversation on the network. According to claim 1, wherein the human question and answer module 100, A human agent profile database (103) for storing and managing profile records of the human agents; A human agent management server that registers and stores profile records of newly acquired human agents in the human agent profile database 103, and changes and stores profile records of the human agent when a change occurs in a profile of previously stored human agents. 102; Human agent retrieval means (101) for retrieving human agents in the human agent profile database (103) that are likely to give a correct response to the query and providing the user with a list of human agents; And When a user selects a human agent from the list of human agents, the user and the selected human agent may be connected to each other by at least one of wired and wireless communication methods including messenger and Internet telephone (VoIP). And a communication interface (104) for enabling a wisdom acquisition and provision system that can provide advertisements related to conversational content on a network. The method of claim 4, wherein the instant ad server 130, An advertisement information manager 131 that manages the advertisement information database 136 and stores and changes advertisement information; A natural language processor 132 for natural language processing the conversation between the user and the human agent to grasp the keywords in the conversation topic and the contents of the conversation; An advertisement information searcher 133 for searching the advertisement information database 136 for advertisement information suitable for a conversation topic and a keyword according to the processing result of the natural language processor 132; And Wisdom for providing an advertisement related to the dialogue content on the network, characterized in that it comprises a; advertisement information uploader 134 for providing the advertisement information retrieved by the advertisement information searcher 133 to the communication interface 104. Acquisition and Delivery System. The method of claim 4, wherein the human agent searching unit (101) searches only the human agents currently connected to the network from among the human agents stored in the human agent profile database (103) and searches the list of the user. And a wisdom acquisition and provision system that can provide advertisements related to conversational content on the network. The dialogue content on the network according to claim 1, wherein the query analyzing means 12 generates a query vector expressed as importance values for each index keyword for the query received from the input / output interface 11. A system for acquiring and providing wisdom that can provide advertisements related to. The method of claim 3, wherein the automatic query response module 200 controls and manages the knowledge database 202 and retrieves knowledge information highly related to the query word from the knowledge database 202 and provides it to a user. And an automatic question-and-answer server (201), wherein the wisdom acquisition and provision system capable of providing advertisements related to conversations on the network. The index / data retrieval module (300) of claim 3, wherein the knowledge / information retrieval module (300) controls and manages the index database (302), and searches the index database (302) for documents matching the keywords included in the query. And a knowledge / information retrieval server (301) for providing a list of users to the user. 4. The apparatus of claim 3, further comprising a result integration means (15) which integrates the outputs of the automatic query response module (201) and the knowledge / information retrieval module (301) and delivers them to the input / output interface (11). A wisdom acquisition and provision system that can provide advertising related to the content of the conversation on the network. The system of claim 3, further comprising: a bulletin board database in which bulletin board data are stored for administrators and users to access, modify, and write on the Internet; A Frequently Asked Questions (FAQ) database that stores frequently asked questions and answers to those questions; And A query management means 13 for managing the bulletin board database and the frequently asked questions database and storing the content of the query analyzed by the query analyzing means 12 in the bulletin board database and the frequently asked questions database; More, The automatic query response module 200 and the knowledge / information search module 300 search the bulletin board database and the frequently asked questions database to provide a response to a user's query. Wisdom acquisition and provisioning system that can provide advertising related to the content. 4. The method of claim 3, wherein the conversation between the user and the human agent is converted into text and reflected in the knowledge database 202 of the automatic query response module 200. A system for acquiring and providing wisdom that can provide advertisements related to conversational content on a network, characterized in that it is used for knowledge search. 4. The method of claim 3, wherein the conversation between the user and the human agent is converted into text and reflected in the index database 302 of the knowledge / information retrieval module 300. A wisdom acquisition and provision system capable of providing advertisements related to conversation content on a network, which is used for knowledge and information retrieval. 5. The method of claim 4, wherein when the user talks with the human agent, the input / output interface 11 receives an evaluation of the human agent from the user and transmits the evaluation to the human agent management server 102. Agent management server (102) is to modify the profile record for the human agent based on the evaluation of the user, wisdom acquisition and provision system capable of providing an advertisement related to the conversation on the network. 5. The human agent profile database (103) stores profile records for the human agents, wherein the profile records of the human agents comprise the names, e-mail addresses and specialty vectors of the human agents, user satisfaction, and the like. Information on the human agent j, the specialty vector e _j

Where w _{t, j is the} weight of index keyword t for human agent j. And a wisdom acquisition and provision system that can provide advertisements related to conversational content on a network, characterized in that it is expressed as a function of. The method according to claim 15, wherein the query analyzing means 12 generates a query vector expressed as importance values for each index keyword for the query received from the input / output interface 11, and the human agent searching means 101. Obtains and provides wisdom to provide advertisements related to conversations on the network, characterized by searching for human agents having a specialty vector e _j similar to the query vector in the human agent profile database 103. system. An input / output interface 11 for receiving a query from the user 1 and outputting a response to the query when the first user 1 is connected through a terminal connected to an internet communication network; Query analyzing means (12) for analyzing the contents of the query of the first user transmitted through the input / output interface (11); Manages information about human agents 5a,... That are knowledgeable and connectable over a network by a number of specialties, and are likely to provide a response to the query according to the results of the query analysis means 12. The first user can query the first user 1 by allowing the first user 1 to communicate with the human agent in any one of wired and wireless communication methods including messenger and Internet telephone (VoIP). A human question and answer module 100 for obtaining a response to the question; And By monitoring the conversation contents of the existing chat channel where the conversation between the first user and the human agent is made, when the second user 1 'inputs a query and requests a search of the existing chat channel, the existing chat channels related to the query are searched. And a chat channel management server (160) for providing the search results. The wisdom acquisition and providing system capable of providing an advertisement related to a chat content on a network. 18. The method of claim 17, further comprising: a consultation database 150 in which conversation contents between the first user and the human agent are stored in a text form. The chat channel management server 160, A database manager 161 managing the contents of the consultation contents database 150; A natural language processor 162 for natural language processing the conversation between the first user and the human agent to grasp the keywords in the conversation topic and the contents of the conversation; When the second user inputs a query and requests to search for existing conversation channels, the conversation channel searcher searching for the conversation channels suitable for the query in the consultation contents database 150 according to the processing result of the natural language processor 162. 163; And And a conversation channel information provider 164 for providing the second user with information of the existing conversation channels searched by the conversation channel searcher 163. Wisdom acquisition and provision system. Registered experts who are knowledgeable by a number of specializations and connectable on a network as a human agent, create a profile record composed of the human agent's personal information and specialty information, and store it in the human agent profile database 103 The first step to do; A second step of receiving an inquiry from the user when the user 1 accesses the terminal connected to a wired or wireless communication network; A third step of analyzing contents of the query of the user; A fourth step of searching for the human agents in the human agent profile database 103 that are likely to provide a response to the user's query, and recommending the retrieved human agents to the user; When a user selects a human agent from among the recommended human agents, the user and the human agent connect with each other by one of the wired and wireless communication methods including messenger and Internet telephone (VoIP). Step 5; And A sixth step of displaying the retrieved advertisement information in an online space where a dialogue between the user and the human agent is made when advertisement information corresponding to the dialogue content between the user and the human agent is retrieved from the advertisement information database 136. Characterized in that the wisdom acquisition and providing method for providing an advertisement related to the conversation on the network. The method of claim 19, wherein the first step, A step 1-1 in which a candidate who wants to become a human agent accesses the human agent registration and change server 102 and inputs information on his or her personal information and specialty; Extracting specialty keywords from the information on the specialty inputted by the human agent candidate, and creating a specialty vector (e _j ) composed of functions related to the importance of each specialty keyword; And And generating a profile record including personal information of the human agent candidate and a specialty vector (e _j ) and storing the profile record in the human agent profile database (103). How to obtain and provide wisdom to provide advertising related to. The method of claim 19, wherein the third step, Extracting predetermined keywords from the query of the user; And Generating a query vector q _i represented by importance values for each of the keywords; Wherein the query vector q _i is

(Where w _{t, i} is the weight of keyword t in user i's query) A method of obtaining and providing wisdom that can provide an advertisement related to conversational content on a network, characterized in that it is expressed as a function of. The method of claim 21, wherein the fourth step, Calculate the similarity between the specialty vector (e _j ) and the query vector (q _i ) of the human agents registered in the human agent profile database (103), and check whether the human agents are currently connected to the network. Step 4-1; A step 4-2 of generating a list of human agents in order of the similarity values calculated in step 4-1 for the human agents currently connected to the network; And And a step 4-3 of providing the list of human agents to a user. 20. The method of claim 19, wherein the human agent profile record includes information about personal information, specialty, user evaluation score, ranking, etc., In the step 4-2, the human in the order in which the query vector q _i and the human agent's specialty vector e _j are in high order with respect to one or more criteria among similarity, user evaluation score, and ranking criteria. A method of obtaining and providing wisdom that can provide advertisements related to conversational content on a network, characterized by creating a list of agents. The method of claim 19, wherein the fifth step, Step 5-1 of selecting a human agent to which the user wants to talk; Step 5-2 of determining whether there is an intention of providing information to the selected human agent in step 5-1; And In response to the response of the human agent who has received the intention of providing information, the user and the human agent may be connected to each other by at least one of wired and wireless communication methods including messenger and Internet telephone (VoIP). Acquiring wisdom to provide an advertisement related to the conversation on the network, wherein the human agent rejects the response and informs the user of the response and guides the user to select another human agent. And how to deliver.

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