METHOD AND APPARATUS FOR COUNSELING SUPPORT USING INTERACTIVE ARTIFICIAL INTELLIGENCE TECHNOLOGY

摘要

Provided is a method and apparatus for assisting counseling using interactive artificial intelligence technology. This method is a consultation support method performed in an artificial intelligence platform system operated by at least one processor. The method includes converting a real-time call voice between a customer terminal and an agent terminal into text, and a core derived by processing the converted text in natural language Generating a sentence based on a keyword, extracting a task guidance skill corresponding to the sentence from a previously generated learning model in which task guidance skills are defined for each sentence, and based on a counseling process defined in the task guidance skill And generating consultation support information and outputting it to a screen of the agent terminal.