DE102020106066A1 - Device and method for monitoring communication between a user and an information unit - Google Patents

Abstract

A device is proposed for monitoring the communication between a user and an information unit of the device, the information unit being set up to select and output a corresponding response from a database to a query by the user. The device has a monitoring unit which is set up to recognize an action carried out by the user in response to the response, and a processing unit which is set up to analyze the user's request, the response issued and the action carried out determine whether the action taken corresponds to the response issued.

Description

description

The invention relates to a device for monitoring communication between a user and an information unit. The invention also relates to a motor vehicle with such a device and a method for monitoring communication between a user and an information unit.

In technical systems, technical assistance, known as support, is usually offered. If a user has a question about a specific technical problem, the user can contact the system owner. Such a query can be made by calling a call center or a support hotline. Alternatively, such queries can also be answered using a chatbot or similar systems that can automatically answer questions from users. However, if incorrect information is stored in a database that the call center and chatbot access, a user can only get the wrong, saved answer to a question that may recur again and again.

The invention is therefore based on the object of providing a device and a method for correcting incorrectly stored answers to questions.

This object is achieved by a device for monitoring communication between a user and an information unit according to claim 1 and a method for monitoring communication between a user and an information unit according to claim 10.

The device has an information unit, the information unit being set up to select and output a corresponding response from a database to a query by the user. The information unit can be a call center or the like, an employee of the call center selecting and outputting a corresponding response from a database to a request from the user. Alternatively, the information unit can also be an automated question-answer system, for example in the form of a chatbot, the question-answer system processing the user's request and selecting a corresponding answer from the database based on the request issues.

The request can be entered via an input device in written or spoken form. For example, a microphone, a keyboard, a touchscreen or the like can be used for this purpose. The response can be output, for example, as voice output via a loudspeaker or in writing via a screen.

In order to monitor the communication and, in particular, to recognize incorrect answers, the device has a monitoring unit which is set up to recognize an action carried out by the user in response to the answer. An action taken by the user can be any action taken by the user in response to the response issued.

A processing unit of the device can then analyze the user's query, the response issued and the action carried out and determine whether the action carried out corresponds to the response issued. In this way it is possible to see whether the user is carrying out the response given or is resorting to another action.

Carrying out the output response can be interpreted in such a way that the output response was correct information about the user's query. However, if the user's action differs from the response returned, it can be assumed that the response returned was unsatisfactory or incorrect and the user is therefore taking another action. This can then be used to improve the overall system.

For this purpose, according to a further embodiment, the processing unit is set up to adapt the response output based on the action performed if the action performed does not correspond to the response output. Such a customized answer can then be stored in the database. If the same request is made again in the future by this or another user, the information unit can thus access an updated database with a correct answer.

It is thus possible to prevent the wrong answers being given again and again when answering questions, since a correction or adaptation of the stored answers is made possible. The device for monitoring the communication between the user and the information unit is therefore a self-learning and self-improving system, since the stored questions and answers are constantly checked for correctness by this check and, if incorrect, adjusted . The database is thus continuously and automatically improved.

If, for example, the overall system is a motor vehicle rental system, ie a car sharing system, the user's request can include, for example, whether it is possible to park a vehicle at a specific location. The answer from the information unit can be “no”, for example, since it is stored in the database that it is not possible to park a vehicle at this requested position. However, if this answer is incorrect, the action could be to park the vehicle in precisely this position. The monitoring unit can, for example, recognize that the user parks his vehicle at precisely this position despite the “No” answer and successfully ends the rental of the vehicle there. In the database, the currently stored answer “no, the vehicle cannot be parked at this position” can be changed to “yes, the vehicle can be parked successfully at this position”.

According to a further embodiment, the database contains past inquiries and corresponding responses, feedback from users on responses that have been issued, and / or states of motor vehicles from users after a response has been issued. In addition to monitoring the actions of users, feedback from users can also be received by the processing unit and stored in the database. This feedback can be direct feedback about the correctness of the answers given.

Furthermore, the processing unit can also adapt a stored response based on a state of a vehicle that is recognized after the action has been carried out. If, for example, the stored answer to the query as to whether charging of an electric vehicle is possible in a certain area is “no”, the analysis unit can also access information according to which electric vehicles have been returned in precisely this area and are fully charged . The answer “no” can therefore be changed to “yes”.

According to a further embodiment, the information unit is set up to receive the user's request as an input in natural language, to analyze the input in natural language and to select a response from the database that corresponds to the analysis result. The information unit can be implemented as artificial intelligence, for example using a neural network. The natural language that the user used for the input can then be converted into machine-understandable language by the information unit in order to select a response from the database that corresponds to the input or query.

By using natural language, it is possible for a user to be able to freely formulate his questions about a technical problem and not to be restricted to questions that have already been prepared, in particular questions that have already been asked. The communication between the user and the information unit can take place in particular in the context of a chat. For this purpose, the information unit can be implemented as a chatbot, for example.

A chatbot is understood to be a text-based dialog system that can communicate with one or more participants or users in human-machine communication. The chatbot represents a system that reacts algorithm-based to human text requests, e.g. the above-mentioned questions from the user. Based on such user input, the chatbot can then carry out the appropriate analysis and selection of the information.

According to a further embodiment, the database contains data in sorted form with subgroups and the information unit is set up to assign the user's query to a subgroup in order to select the corresponding answer. During the input of the user, the information unit can assign the user's request to a subgroup in order to select the corresponding information or response. If such an assignment to a subgroup fails, the information unit can communicate with the user in order to enable an assignment to a subgroup by means of corresponding automated queries.

According to a further embodiment, the information unit is set up to output a message to the user if the information unit is not able to select a response. If the data available in the database are not sufficient to select a corresponding response to a query, this can be communicated to the user on the one hand, and the user or the user's query can be forwarded to an external device on the other hand. For example, in this case the information unit is a chatbot and the external device can then be a service employee or a call center with people. The forwarding or connection of the user can take place automatically, in particular the information already collected by the user can also be forwarded to the external device. By forwarding the information that has already been collected, ie queries by the information unit, assignment to subgroups, etc., the answering of the user's query by a service employee can be accelerated.

According to a further aspect, a motor vehicle with a device as described above is proposed.

According to a further aspect, a method for monitoring the communication between a user and an information unit is proposed, the method comprising the steps of: selecting a response corresponding to a query by the user from a database and outputting the response, recognizing a response from the user action taken on the response, analyzing the user's request, the response issued, and the action taken, and determining whether the action taken corresponds to the response issued.

The embodiments and features described for the proposed device apply accordingly to the proposed method.

Furthermore, a computer program product is proposed which has a program code which is designed to cause the method as explained above to be carried out on a computer.

A computer program product, such as a computer program means, for example, can be provided or delivered as a storage medium such as a memory card, USB stick, CD-ROM, DVD, or also in the form of a downloadable file from a server in a network. This can take place, for example, in a wireless communication network by transmitting a corresponding file with the computer program product or the computer program means.

Further possible implementations of the invention also include combinations, not explicitly mentioned, of features or embodiments described above or below with regard to the exemplary embodiments. The person skilled in the art will also add individual aspects as improvements or additions to the respective basic form of the invention.

Further advantages and advantageous embodiments are specified in the description, the drawings and the claims. In particular, the combinations of features specified in the description and in the drawings are purely exemplary, so that the features can also be present individually or in a different combination.

In the following, the invention will be described in more detail with reference to the exemplary embodiments shown in the drawings. The exemplary embodiments and the combinations shown in the exemplary embodiments are purely exemplary and are not intended to define the scope of protection of the invention. This is defined solely by the pending claims.

• 1: eine Vorrichtung zur Überwachung der Kommunikation zwischen einem Benutzer und einer Auskunftseinheit.

It shows:

• 1 : a device for monitoring communication between a user and an information unit.

In the following, elements that are the same or have the same function are identified with the same reference symbols.

1 shows an apparatus 1 for monitoring communication between a user 2 and an information unit 4th the device 1 . The user 2 can in particular be a user of a motor vehicle rental system, ie a car sharing system.

At the information unit 4th it can be a chatbot that responds to one or more requests from the user 2 from a database 6th Selects corresponding answers and sends them to the user 2 issues. Alternatively, it can be at the information unit 4th also act as a call center.

The user's request 2 can be done in natural language using a microphone or keyboard or screen or touchscreen. The information unit 4th can parse this request to understand the natural language of the request. The information unit 4th can be implemented as a neural network for this purpose, for example. The response can also be output in natural language and can be output via a loudspeaker or in writing on a screen.

Database 6th may, although shown separately, be part of the device 1 be. Alternatively, the database can also be implemented remotely, for example on an external server.

As to answer a request from the user 2 to the corresponding answers already stored in the database 6th is accessed, it can happen that the same request is always given the same, possibly incorrect or faulty answer. To prevent this from happening, the device 1 a monitoring unit 8th and a processing unit 10 whose functions are described below.

The monitoring unit 8th is set up to recognize an action that the user 2 in response to the response issued. If the answer was correct, this action can correspond to the answer. However, if the answer was incorrect, the user can 2 act contrary to the answer given. This is done by the monitoring unit 8th recognized.

Based on the user's request 2 The processing unit 10 determine whether the action taken corresponds to the response issued. Represents the processing unit 10 determines that the action performed does not correspond to the response issued, it can adapt the response issued and in the database accordingly 6th to save. That way the database 6th are always improved, as the stored answers are based on the actions actually performed by the user 2 can be customized.

In addition, the processing unit 10 a state of a motor vehicle of the user 2 determine after the action taken and adjust the output response based on the condition of the motor vehicle. For example, if the request was made as to whether a motor vehicle could be charged at a certain position, and the response that was issued was stored in the database 6th was saved, if this query has been answered in the negative, the processing unit can 10 determine that the state of the motor vehicle corresponds to a charged motor vehicle, although charging is not possible according to the stored information. This can be done by the processing unit 10 can be interpreted in such a way that it is very possible to charge the vehicle. This will be done accordingly in the database 6th corrected. Will be used in the future by the user 2 The information unit will ask a question as to whether charging is possible at this position 4th in the database 6th find the information that this is possible, and accordingly to the user 2 output.

The proposed device thus makes it possible to continuously improve the information stored in the database in order to be able to give correct answers.

List of reference symbols

1

contraption

2

user

4th

Information unit

6th

Database

8th

Monitoring unit

10

Processing unit

Claims (10)

Device (1) for monitoring the communication between a user (2) and an information unit (4) of the device (1), the information unit (4) being set up to receive a corresponding response from a database to a request from the user (2) (6) to select and output, characterized in that the device (1) has a monitoring unit (8) which is set up to recognize an action carried out by the user (2) in response to the response, and a processing unit (10) which is set up to analyze the request of the user (2), the response issued and the action performed and to determine whether the action performed corresponds to the response output. Device according to Claim 1 wherein the processing unit (10) is set up to adapt the output response based on the action performed, if the action performed does not correspond to the response output, and to store the adapted response in the database (6). Device according to one of the preceding claims, wherein the database (6) contains past inquiries and corresponding answers, feedback from users (2) on answers issued and / or states of motor vehicles from users (2) after an answer issued. Device according to one of the preceding claims, wherein the processing unit (10) is set up to determine a state of a motor vehicle of the user (2) after the action carried out and to adapt the output response based on the state of the motor vehicle. Device according to one of the preceding claims, wherein the information unit (4) is set up to receive the request from the user (2) as input in natural language, to analyze the input in natural language and to send a response from the database ( 6). Device according to one of the preceding claims, wherein the database (6) contains data in sorted form with subgroups and wherein the information unit (4) is set up to process the query of the Assign user (2) to a subgroup in order to select the appropriate answer. Device according to Claim 6 , wherein the information unit (4) is set up to carry out a communication with the user (2) if the assignment to a subgroup has failed. Device according to one of the preceding claims, wherein the information unit (4) is set up to output a message to the user (2) if the information unit (4) is unable to select a response. Motor vehicle with a device for monitoring communication between a user (2) and an information unit (4) according to one of the preceding claims. A method for monitoring the communication between a user (2) and an information unit (4), the method comprising the steps of: selecting a response from a database (6) corresponding to a query by the user (2) and outputting the response, characterized in that in that the method comprises the steps of: recognizing an action taken by the user (2) in response to the response, analyzing the request of the user (2), the response issued and the action performed, and determining whether the action performed is the same as the action taken Answer corresponds.

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