Importance

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Abstract

The present disclosure relates to an intelligent response recommendation system for real-time voice counseling support and a method thereof. In responding to a customer's question by a customer service representative, the system is configured to: extract voice data of a voice call between a first terminal of the customer and a second terminal of the customer service representative and convert the extracted voice data into test data; and search a database for a sentence recognized through linguistic analysis of the text data so as to generate a response to the customer's question, and the customer's speech collected in real time is recognized as a sentence and searched for on the basis of an artificial intelligence language model so that an appropriate response to the customer's question may be derived and recommended in real time, and an accurate and detailed response may be derived regardless of the customer service representative's knowledge or experience, thus providing high-quality customer service.

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First Claim