Method for providing chatting service with chatbot assisted by human counselor

摘要

An unattended conversation service providing method according to an embodiment of the present invention comprises the steps of transmitting and receiving text message data constituting a conversation with a user terminal in an unattended conversation mode, and analyzing the conversation to determine whether an agent switching situation occurs and, when it is determined that the agent switching situation has occurred, transmitting a conversation takeover request including information on the conversation to an agent management device, and a processing task for the conversation takeover request by the agent management device and automatically switching to a mode for relaying message transmission/reception between the assigned counselor terminal and the user terminal.