Patent Publication Number: US-2023161901-A1

Title: System for providing personal information-based speech information processing service

Description:
TECHNICAL FIELD 
     The disclosure relates to a system for providing a personal information-based speech information processing service, and a system for providing a speech information processing service based on personal information protection, in which speech information including personal information is prevented from being fraudulently used in a cloud network or a public network, and personal information that needs to be protected is blocked not to be transmitted to/stored in/managed by a cloud service server regardless of a user&#39;s recognition. 
     BACKGROUND ART 
     For various services, service providers related to various businesses may request and receive various pieces of information from a user or the user may willingly provide various pieces of information to the service providers. However, various pieces of information provided from a user to the service provider may involve personal information that needs to be protected. 
     Regarding a method of protecting such a user&#39;s personal information, Korean Patent Publication No. 2001-0086475 (hereinafter referred to as “related art”) has disclosed a customized servicing method capable of performing marketing differentiated according to a user&#39;s classification while preventing the user&#39;s personal information from leaking outwards from a privately used and managed computer. 
     However, such a related art is limited only to software previously installed in a user&#39;s network connector defined and prepared in advance, but does not correspond to technology for protecting personal information involved in input information of many and unspecified users. 
     Recently, various cloud-based services have been spreading. With the spread of such services, there is growing concern about leakage of personal information that involves important personal identification information (a phone number, a detailed address, an E-mail address, account information, location information, a visit history, etc.) and is transmitted to/stored in/managed by overseas cloud service servers. 
     Specifically, inquiries including information willingly provided by general users to solve problems or information provided as requested by companies that provide services, i.e., service providers may involve the personal information that needs to be protected regardless of whether it is intended by the users or not. Such personal information is transmitted to/stored in/managed by a cloud/ public-based system through the service provider, thereby causing a problem that the personal information leaks. 
     When speech information provided to the service provider is transmitted to/stored in/managed by the cloud or public network as requested by the service provider or as intended by a user, the speech information is likely to be fraudulently used by change, modification, etc., and the personal information involved in the speech information may be exposed, thereby causing serious problems. 
     Accordingly, there is a need for a technology that blocks a user&#39;s speech information itself not to be transmitted to the cloud or public network, and further there is a need for a technology that prevents the personal information involving important information, identification information and sensitive information from reaching a cloud service system (or a public service system) even though it is stated/specified in the process of using a corresponding service regardless of whether or not it is intended by a user. 
     DISCLOSURE 
     Technical Problem 
     An aspect of the disclosure is to provide a system for providing a speech information processing service based on personal information protection, in which speech information including personal information is prevented from being fraudulently used in a cloud network or a public network, and personal information that needs to be protected is blocked not to be transmitted to/stored in/managed by a cloud service server regardless of a user&#39;s recognition. 
     Technical Solution 
     To solve the foregoing problems, a system for providing a speech information processing service based on personal information protection is proposed including: a client terminal configured to be used by a user to transmit speech information; a contact center configured to store speech information received from the client terminal and at the same time transmit the speech information to a speech processing server; the speech processing server configured to convert the speech information received from the contact center into text information and transmit the text information to a relaying and processing server; the relaying and processing server configured to extract and process personal information from the text information received from the speech processing server, and then transmit processed text information including the processed personal information to a cloud service server; and the cloud service server configured to generate corresponding processed information by analyzing the processed text information received from the relaying and processing server and then transmit the generated corresponding processed information to the relaying and processing server. 
     Here, when the speech information may be converted into text information by the speech processing server and transmitted to the relaying and processing server, the speech information is deleted in the speech processing server. 
     Here, the contact center may be configured to verify whether the speech information is deleted in the speech processing server. 
     Further, the relaying and processing server may include: a personal information extractor configured to extract common personal information identification data including a common characteristic pattern and individual personal information identification data including an individual characteristic pattern from the text information, and a relay processor configured to process the common personal information identification data and individual personal information identification data extracted by the personal information extractor and then transmit the processed text information including such processed data. 
     Here, the common personal information identification data and individual personal information identification data extracted by the personal information extractor may be processed based on encryption or substitution. 
     Advantageous Effects 
     According to the disclosure, there are advantages in that speech information including personal information is prevented from being fraudulently used in a cloud network or a public network, and personal information that needs to be protected is blocked not to be transmitted to/stored in/managed by a cloud service server regardless of a user&#39;s recognition. 
    
    
     
       DESCRIPTION OF DRAWINGS 
         FIG.  1    is a schematic view of a system for providing a speech information processing service based on personal information protection according to an embodiment of the disclosure. 
         FIG.  2    is a detailed view of a system for providing a speech information processing service based on personal information protection according to an embodiment of the disclosure. 
     
    
    
     BEST MODE 
     Below, embodiments of a system for providing a speech processing service based on personal information protection according to the disclosure with the foregoing problems, solutions and effects will be described with reference to the accompanying drawings. 
       FIG.  1    is a block diagram of a system for providing a speech information processing service based on personal information protection according to an embodiment of the disclosure, and  FIG.  2    is a detailed block diagram of the system. 
     As shown in  FIGS.  1  and  2   , a system  100  for providing a speech information processing service based on personal information protection according to an embodiment of the disclosure includes a client terminal  10  used by a user to input and transmit speech information, a contact center  20  configured to store and at the same time transmit the transmitted speech information to a cloud or public network, a speech processing server  40  configured to convert and output the speech information transmitted to the cloud or public network into text information, a relaying and processing server  30  configured to extract and process personal information that needs to be protected by screening the converted and output text information and relay the text information including the extracted personal information, i.e., the processed text information, and a cloud service server  50  configured to analyze the processed text information and generate and provide processed information corresponding to a user&#39;s speech information, i.e. corresponding processed information. 
     Further, the system  100  for providing a speech information processing service based on personal information protection according to an embodiment of the disclosure may include a business inquiring and processing server  70  configured to store and manage data to be referred to by the relaying and processing server  30 , and an additional information providing server  90  configured to provide additional information requested by the relaying and processing server  30 , as necessary. 
     The client terminal  10  refers to a terminal that is used to receive and transmit a user&#39;s speech information. The client terminal  10  may include any terminal that can be connected to the contact center  20  and a wired/wireless network. For example, the client terminal  10  may include a wire telephone, an Internet phone, a mobile phone, a smartphone, a desktop computer, a laptop computer, and the like as long as it can be connected to the contact center  20  and the network. 
     The client terminal  10  according to the disclosure performs an operation of transmitting the speech information to the contact center  20 , but may also perform an operation of receiving information other than the speech information, i.e., nonspeech information such as a text and an image from a user and directly transmitting the received information to the relaying and processing server  30 . 
     The speech information is information to be transmitted to the contact center  20  operated by a service providing business operator. The concept of speech information includes not only information transmitted by a user initiatively by connecting to the contact center  20  through the client terminal  10 , but also speech information input and transmitted as an answer in response to the request of the contact center  20 . Therefore, the speech information transmitted to the contact center  20  by the user to receive specific service or perform a specific business may include one piece of speech information, or a plurality of pieces of speech information to be provided as answers in response to the requests of the contact center  20 . 
     On the other hand, the concept of nonspeech information includes not only information input by a user on his/her own initiative through the client terminal  10  and transmitted to the relaying and processing server  30 , but also information input and transmitted as an answer in response to the request of the relaying and processing server  30 . Therefore, the nonspeech information transmitted to the relaying and processing server  30  by the user to receive specific service or perform a specific business may include one piece of nonspeech information, or a plurality of pieces of speech information to be provided as answers in response to the requests of the relaying and processing server  30 . 
     The speech information input to the client terminal  10  is transmitted to the contact center  20 . The contact center  20  performs operations of storing the speech information received from the client terminal  10  and at the same time transmitting the speech information to the speech processing server  40 . In other words, the contact center  20  stores and manages the speech information in its own storage (i.e., a contact storage  23 ) before transmitting the speech information to the cloud or public network, and transmits the stored speech information to the cloud or public network in the form of an audio file. 
     The contact center  20  refers to a contact center operated by a service providing business operator that performs a specific (financial, medical, travel, educational, lodging, shopping, etc.) service or business. Therefore, many and unspecified persons or the like who has no authority cannot access the speech information stored and managed in the contact center  20 , unlike speech information transmitted to the cloud or public network to which many and unspecified persons can have an access. 
     The speech information transmitted from the contact center  20  in the form of the audio file is input to the speech processing server  40  provided in the cloud or public network. The speech processing server  40  performs operations of converting the speech information transmitted from the contact center  20  in the form of the audio file into text information, and outputting the text information to the relaying and processing server  30 . 
     The speech processing server  40  may be separately provided in the cloud or public network, but may be included in the relaying and processing server  30 . In other words, the speech processing server  40  may be included as an element of the relaying and processing server  30 , and perform the operation of converting the speech information received from the contact center  20  in the form of the audio file into the text information. Of course, the converted text information is analyzed and processed in the relaying and processing server  30 . 
     The text information converted by and output from the speech processing server  40  is input or transmitted to and relayed and processed by the relaying and processing server  30 . In other words, the relaying and processing server  30  performs a relaying process to process the text information converted from the speech information and transmit the processed text information to the cloud service server  50 . Further, the relaying and processing server  30  receives a processing result related to the text information performed by the cloud service server  50 , i.e., the corresponding processed information, and transmits the corresponding processed information to the contact center  20  or the client terminal  10 . 
     Specifically, the relaying and processing server  30  extracts and processes personal information included in the text information transmitted from the speech processing server  40 , and then transmits the processed text information including the processed personal information to the cloud service server  50 . Further, the relaying and processing server  30  performs operations of transmitting the corresponding processed information from the cloud service server  50  to the client terminal  10  and the contact center  20  that transmits and receives the speech information, or directly transmitting the corresponding processed information to the client terminal  10 . 
     Meanwhile, the relaying and processing server  30  directly receives a text or the like nonspeech information from the client terminal  10 , extracts and processes the personal information included in the nonspeech information (corresponding to the text information), and then transmits the processed text information including the processed personal information to the cloud service server  50 , separately from the operation of receiving and analyzing the text information related to the speech information from the speech processing server  40 . Further, the relaying and processing server  30  performs an operation of directly transmitting the corresponding processed information from the cloud service server  50  to the client terminal  10 . 
     First, the relaying and processing server  30  may be a service providing server operated by each of service providers, i.e., service providers that perform a specific (financial, medical, travel, educational, lodging, shopping, etc.) service or business, or a service providing server operated by a service agent that provides integrated service on behalf of the service providers that provide the above specific business. 
     The relaying and processing server  30  does not relay the text information converted from the speech information received from the speech processing server  40  or the text information related to the nonspeech information directly input from the client terminal  10  so as to be transmitted to the cloud service server  50  as it is, but extracts the personal information that needs to be protected and processes the personal information through a specific method by screening whether the text information includes the personal information that needs to be protected, so that the processed text information where this processed personal information and the remaining text information that does not correspond to the personal information are added is transmitted to the cloud service server  50 . 
     For example, when the text information includes a sentence of “a, b, c, c, e, f, g . . . ” and it is identified that “a” corresponding to a word or data (stream) is the personal information or includes the personal information, the relaying and processing server  30  processes “a” into “*” and transmits the processed text information of “*, b, c, c, e, f, g . . . ” including the processed personal information of “*” to the cloud service server  50 . 
     Eventually, the relaying and processing server  30  does not transmit the text information including the personal information as it is to the cloud service server  50 , but processes a part corresponding to the personal information not to be recognizable by people and then transmits the processed text information to the cloud service server  50 . Therefore, the user&#39;s personal information is transmitted to the cloud service server  50  after it is properly processed, thereby achieving an effect of protecting the personal information protection. 
     The cloud service server  50  generates the corresponding processed information based on the processed text information and transmits the generated processed information to the relaying and processing server  30 . Then, the relaying and processing server  30  transmits the corresponding processed information received from the cloud service server  50  to the contact center  20  that transmits and receives the speech information to and from the client terminal  10  or to the client terminal  10  that inputs and transmits inquiry or the like nonspeech information. 
     As above, the cloud service server  50  performs operations of generating the corresponding processed information by analyzing the processed text information received from the relaying and processing server  30 , and then transmitting the generated processed information to the relaying and processing server  30 . The cloud service server  50  refers to a business server that provides a cloud service, and constitutes a public system. According to the disclosure, the cloud service server  50  corresponds to a cloud service server that is used by a service agent or a service provider related to a specific service or business and operating the relaying and processing server  30 . Specifically, the cloud service server  50  constitutes a cloud service system or public service system that answers, replies and processes various inquiries, requests and businesses. 
     The cloud service server  50  receives the processed text information and analyzes the remaining text information except the processed personal information because the processed personal information included in the processed text information is not recognizable, thereby generating the corresponding processed information ad transmitting the generated processed information to the relaying and processing server  30 . 
     The system  100  for providing a speech information processing service based on personal information protection with the foregoing configurations and operations according to the disclosure has advantages in that speech information including personal information is prevented from being fraudulently used in the cloud network or the public network, and personal information that needs to be protected is blocked not to be transmitted to/stored in/managed by a cloud service server regardless of a user&#39;s recognition. 
     Mode For Invention 
     Below, the contact center  20 , the speech processing server  40 , the relaying and processing server  30 , the client terminal  10 , and the cloud service server  50  in the system  100  for providing a speech information processing service based on personal information protection will be described in detail with respect to their configurations and operations and associated operations with other configurations. 
     The contact center  20  includes a contact processor  21  to transmit and receive the speech information to and from the client terminal  10 , store and manage the speech information to be transmitted, and transmit the speech information to the speech processing server  40 . The contact processor  21  performs operations of transmitting and receiving the speech information to and from the client terminal  10  with regard to a specific service or business. In other words, while a user connects to the contact center  20  through the client terminal  10  and transmits and receives the speech information to and from the client terminal  10 , or while the contact center  20  initiatively tries connecting to the client terminal  10  and transmits and receives the speech information, the contact processor  21  processes the speech information to be transmitted to and received from the client terminal  10 . 
     The contact processor  21  ensures that the speech information transmitted through the client terminal  10  is stored in and managed by the contact storage  23  without being directly transmitted to the cloud or public network. In other words, the contact storage  23  stores and manages the speech information transmitted from the client terminal  10  under control of the contact processor  21 . The speech information stored in and managed by the contact storage  23  is not accessible by many and unspecified persons because it is stored in and managed by the contact storage  23  of the contact center  20  operated by the service provider unlike information present in the cloud or public network, and the speech information is thus prevented from being fraudulently used. 
     The speech information stored in and managed by the contact storage  23  is transmitted to the inside of the cloud or public network, specifically, to the speech processing server  40 , in the form of an audio file, under control of the contact processor  21 . The speech processing server  40  converts the speech information received in the form of the audio file into text information, and outputs the text information. As described above, the speech processing server  40  may be provided separately from the relaying and processing server  30 , or may be provided as an internal element of the relaying and processing server  30 . However, the text information output from the speech processing server  40  is analyzed and processed in the relaying and processing server  30 . 
     Because the speech processing server  40  is provided inside the cloud or public network, the speech information transmitted to the speech processing server  40  in the form of the audio file may remain in the cloud or public network. To this end, the speech processing server  40  necessarily performs a operation for processing the speech information to be deleted after converting the speech information into the text information and transmitting the text information to the relaying and processing server  30 . 
     Specifically, when the speech information is converted into the text information by the speech processing server  40  and transmitted to the relaying and processing server  30 , the speech information is deleted from the speech processing server  40 . The speech information may be manually or automatically deleted by the speech processing server  40 . For example, the speech processing server  40  includes a first-in first-out (FIFO) buffer capable of temporarily storing the speech information transmitted in the form of the audio file, so that the speech information converted into the text information can be automatically deleted in order of old speech information. The FIFO buffer may have a small capacity so that only several pieces of speech information given in the form of the audio files can be temporarily stored and then automatically deleted immediately after being converted into the text information. 
     In this way, the speech processing server  40  deletes the speech information after converting it into the text information, thereby preventing the speech information from remaining in the cloud or public network, in which the speech processing server  40  is present, and thus from being fraudulently used or misused by many and unspecified persons. 
     However, when the speech processing server  40  does not intentionally or unintentionally delete the speech information converted into the text information or when the deletion is not processed, there may be a problem that the speech information may still remain in the cloud or public network. 
     To solve this problem, the contact center  20  performs an operation of verifying whether the speech information is deleted from the speech processing server  40 . In other words, the contact center  20  includes a deletion verifier  25  to perform operations of monitoring and verifying whether the speech information converted into the text information has been normally deleted from the speech processing server  40 . 
     The deletion verifier  25  may employ and apply one among various methods of verifying the deletion of the speech information from the contact center  20 . For example, the deletion verifier  25  may detect the current status of the speech information input to the contact center  20  and the current status of the text information output from the contact center  20 , and verify whether the speech information is processed based on the capacity of the FIFO buffer provided in the contact center  20 . 
     The relaying and processing server  30  includes an information relay receiver  31  to first receive the text information related to the speech information transmitted from the speech processing server  40  and further receive the text information related to the nonspeech information transmitted from the client terminal  10 . The information relay receiver  31  transmits the received text information to a personal information extractor  33  so that the personal information extractor  33  can analyze whether the text information includes the personal information. 
     The personal information extractor  33  performs an operation of extracting the personal information that is included in the text information and needs to be protected. As described above, the concept of the personal information includes all kinds of information related to personal protection, such as important information, sensitive information, history information, and identification information of an individual. Such personal information may be broadly divided into two kinds, for example, common personal information identification data that is personal information commonly applied to the public, and individual personal information identification data that is personal information related to a specific service or business and individually applied to each individual. 
     The common personal information identification data does not correspond to the personal information limited to only to a specific person, but refers to the personal information commonly applied to users or the public, for example, identification data such as an E-mail address, a phone number, and a resident registration number. Such common personal information identification data includes a characteristic pattern, i.e., a common characteristic pattern to be used in identifying the personal information that needs to be protected. For example, the common characteristic pattern may correspond to “.com,” “.net,” etc., as patterns for characterizing the common personal information identification data, i.e., the E-mail address, may correspond to “010,” “0502,” etc., as patterns for characterizing the phone number, and may correspond to “******−1******,” etc., in which a digit number is taken into account, as a pattern for characterizing the resident registration number. 
     On the other hand, the individual personal information identification data does not correspond to the personal information commonly and uniformly applied to the public, but refers to the personal information individually applied in relation to a specific service or business, for example, personal information related to a specific service or business for financial, lodging, travel, educational, medical, shopping, etc., more specifically, “credit rating: first rating,” related to the financial business, and “disease name: mental illness” related to the medical business. Such individual personal information identification data also includes a characteristic pattern, i.e., an individual characteristic pattern to be used in identifying the personal information that needs to be protected. For example, the individual characteristic pattern may correspond to “credit,” “class,” etc. as patterns for characterizing the individual personal information identification data, i.e., the “credit rating: first rating,” and may correspond to “mental illness,” “disease name,” etc. as patterns for characterizing the “disease name: mental illness.” 
     As described above, the personal information extractor  33  according to the disclosure extracts not only the common personal information identification data corresponding to the personal information to be commonly applied to the public, but also the individual personal information identification data corresponding to the personal information related to a specific service or business, as the personal information to be protected. 
     In other words, the personal information extractor  33  performs operations of extracting the common personal information identification data having the common characteristic pattern, and the individual personal information identification data having the individual characteristic pattern from the text information. The personal information extractor  33  extracts two types of personal information step by step. To this end, the personal information extractor  33  includes a common personal information extractor  33   a,  and an individual personal information extractor  33   b.    
     The common personal information extractor  33   a  extracts the common personal information identification data having the common characteristic pattern from the text information. Specifically, the common personal information extractor  33   a  detects whether the common characteristic pattern is present, while screening the text information. When the presence of the common characteristic pattern is detected, data (stream) having this common characteristic pattern is extracted as the common personal information identification data. At least one common characteristic pattern is stored in and managed by a relay storage  37  in advance, and updated continuously. Therefore, the common personal information extractor  33   a  may detect the common characteristic pattern through a process of screening whether the common characteristic pattern(s) stored in and managed by the relay storage  37  is present in the text information, and then extract the common personal information identification data having the detected common characteristic pattern. 
     On the other hand, the individual personal information extractor  33   b  extracts the individual personal information identification data having the individual characteristic pattern from the text information. Specifically, the individual personal information extractor  33   b  detects whether the individual characteristic pattern is present, while screening the text information. When the presence of the individual characteristic pattern is detected, data (stream) having this individual characteristic pattern is extracted as the individual personal information identification data. At least one individual characteristic pattern is stored in and managed by the relay storage  37  in advance, and updated continuously. Therefore, the individual personal information extractor  33   b  may detect the individual characteristic pattern through a process of screening whether the individual characteristic pattern(s) stored in and managed by the relay storage  37  is present in the text information, and then extract the individual personal information identification data having the detected individual characteristic pattern. 
     The common and individual personal information identification data extracted by the personal information extractor  33  are processed by a relay processor  35 , and then transmitted to the cloud service server  50  as included in the transmitted text information. In this way, the relay processor  35  processes the extracted common personal information identification data and the extracted individual personal information identification data by a predetermined method, and then transmits the processed text information, which is obtained by reflecting this processed personal information identification data to the text information, to the cloud service server  50 . 
     In brief, the relay processor  35  processes the common personal information identification data and the individual personal information identification data extracted by the personal information extractor  33 , and then transmits the processed text information including such processed data to the cloud service server  50 . More specifically, the relay processor  35  receives the text information received in the information relay receiver  31 , and then generates the processed text information by processing the common personal information identification data and the individual personal information identification data, which are included in and extracted from the text information by the personal information extractor  33 , by a predetermined method, thereby performing the operation of transmitting the generated processed text information to the cloud service server  50 . 
     Here, the processing performed by the relay processor  35  refers to a process of processing the common personal information identification data and the individual personal information identification data, which are included in the text information, not to be recognizable to the public. Specifically, the common personal information identification data and the individual personal information identification data extracted by the personal information extractor  33  are processed to be encrypted or substituted by the relay processor  35 . In other words, the relay processor  35  performs the processing in such a manner that the common personal information identification data and the individual personal information identification data are encrypted, replaced with a specific character (string), or substituted with masking not to be recognizable. 
     When the relay processor  35  transmits the processed text information to the cloud service server  50 , the cloud service server  50  generates the corresponding processed information corresponding to the text information related to the speech information based on the processed text information, and transmits the generated processed information to the relay processor  35  of the relaying and processing server  30 . 
     To this end, the cloud service server  50  includes an information processor  51 , a cloud processor  53 , and a cloud storage  55 . 
     The cloud processor  53  receives the processed text information from the relay processor  35 , and transmits such processed text information to the information processor  51 , thereby generating the corresponding processed information. Further, the cloud processor  53  processes the processed text information to be stored in the cloud storage  55 . In this case, the cloud processor  53  stores the processed text information in the cloud storage  55  while classifying the processed text information by matching message identification (ID). 
     The information processor  51  receives the processed text information from the cloud processor  53  and generates the corresponding processed information corresponding to the text information by analyzing the received processed text information, thereby transmitting the generated corresponding processed information to the cloud processor  53 . Then, the cloud processor  53  stores the corresponding processed information in the cloud storage  55  by matching the message ID, and at the same time transmits the message ID together with the corresponding processed information to the relay processor  35 . Here, the text information may include inquiry or check content or the like, and the corresponding processed information may include an answer or processed content to the inquiry or check content. 
     In this way, when transmitting a message corresponding to the corresponding processed information to the relaying and processing server  30 , specifically, to the relay processor  35 , the cloud processor  53  transmits and receives the message ID corresponding to the corresponding processed information. Of course, the cloud processor  53  processes the corresponding processed information and the processed text information related to the corresponding processed information to be stored and managed corresponding to the message ID in the cloud storage  55 . 
     When the relay processor  35  receives the corresponding processed information together with the message ID from the cloud processor  53 , the relay processor  35  stores and manages the processed text information related to the corresponding processed information while matching the message ID. In this case, the relay processor  35  may also store and manage the corresponding processed information together with the processed text information while matching the message ID. 
     Specifically, the relay processor  35  transmits the processed text information to the cloud service server  50  and at the same time stores the processed text information in the relay storage  37 . Then, the relay processor  35  receives the message ID together with the corresponding processed information as a processing result of the processed text information from the cloud processor  53 , and stores and manages the message ID while matching the processed text information stored in the relay storage  37 . 
     Eventually, the relay processor  35  stores and manages all the pieces of processed text information transmitted to the cloud service server  50  by matching the message ID received from the cloud processor  53 , in order to classify all the pieces of processed text information. Therefore, when certain processed text information needs to undergo deletion or addition processing based on post-verification in the future, the relay processor  35  may request the cloud processor  53  to delete the certain processed text information or process additional personal information identification data included therein through the message ID. In this regard, descriptions will be made later. 
     As described above, the relay storage  37  stores and manages the common characteristic pattern and the individual characteristic pattern, and stores and manages the processed text information while matching the message ID. In this way, the relay storage  37  stores and manages the processed text information processed by the relay processor  35  while matching the message ID. 
     In the case where the processed personal information included in the processed text information is processed by encryption and then stored in the relay storage  37 , the processed personal information may be restored by decryption when the restoration is needed. In other words, when a user or the contact center  20  requests an inquiry about the processed text information stored and managed in the relay storage  37 , the processed personal information processed by the encryption is restored by the decryption and then transmitted to the client terminal  10  or contact center  20  being used by the user. 
     On the other hand, in the case where the processed personal information included in the processed text information is processed by the substitution, etc. and then stored in the relay storage  37 , a problem may occur because the processed personal information is not subject to the decryption when the restoration is needed in the future. Therefore, when the relay processor  35  stores the processed text information in the relay storage  37 , the processed personal information processed by a method other than the encryption, i.e., by the substitution may be stored together with the original of the processed personal information (original information, i.e., personal information before the processing). As a result, when a user requests an inquiry about the processed text information stored in and managed by the relay storage  37 , the processed personal information processed by a method other than the encryption, i.e., by the substitution, etc. may be restored based on the original stored and managed together, and then transmitted to the client terminal  10  being used by the user. 
     As described above, the relay processor  35  receives the corresponding processed information together with the message ID from the cloud processor  53 , and stores and manages the message ID while matching the processed text information related to the corresponding processed information. Further, the relay processor  35  transmits the corresponding processed information to the client terminal  10  and the contact center  20  that transmits and receives the speech information. Then, the contact center  20  secures information needed in itself or information desired or requested by a user who is using the client terminal  10 , thereby processing a specific service or business. Meanwhile, the relay processor  35  transmits the corresponding processed information to the client terminal  10  being used by the user who transmits the nonspeech information such as a text (for example, a text related to an inquiry or the like). Then, the user can solve a problem that s/he wants to solve. 
     Through such processes, the speech information transmitted by a user, and further the text information corresponding to a text or the like nonspeech information are transmitted to the cloud service server  50  through the relaying process of the relaying and processing server  30 , and the corresponding processed information processed in the cloud service server  50  is provided to the contact center  20  or/and the client terminal  10  through the relaying and processing server  30 , thereby finally completing the provision of the speech information processing service, and further the nonspeech information processing service related to the inquiry requested by the text or the like. 
     With this process, when the provision of the speech information or/and nonspeech information processing service is completed, the post-verification may be performed to strengthen the protection of the personal information. To this end, the relaying and processing server  30  according to the disclosure further includes a post-verifier  39  to transmit the corresponding processed information to the contact center  20  or/and the client terminal  10 , and then extract additional personal information identification data having a variant characteristic pattern from the text information. 
     There may be personal information not extracted in the personal information extracting process for the first text information, i.e., in the personal information extracting process of the personal information extractor  33 . In other words, the additional personal information identification data, which has not been extracted by the personal information extractor  33 , may still remain in the processed text information. 
     Therefore, when the relay processor  35  completes the transmission of the corresponding processed information to the contact center  20  or/and the client terminal  10 , the post-verifier  39  controls the additional personal information identification data to be extracted from the processed text information stored matching the message ID in the relay storage  37 . 
     In other words, when the relay processor  35  instructs the post-verification for the processed text information, the post-verifier  39  identifies whether a variant characteristic pattern is present by screening the processed text information stored in the relay storage  37  and extracts the additional personal information identification data including this variant characteristic pattern when the presence of the variant characteristic pattern is detected. 
     The variant characteristic pattern includes not only a pattern variant from the common characteristic pattern and the individual characteristic pattern, but also a pattern characterizing the personal information which has not been extracted based on the common characteristic pattern and the individual characteristic pattern. For example, the variant characteristic pattern may relate to the E-mail address and correspond to not “.com (dot com)” but “. com (dot space com)”, and may correspond to a pattern with incorrect spelling or an orthographic error in the common characteristic pattern and the individual characteristic pattern. 
     The variant characteristic pattern is also stored in and managed by the relay storage  37 , and continuously updated. Considering that problems may arise in orthography, spelling, spacing, etc. in the process of converting the speech information into the text information through the speech processing server  40 , and incorrect orthography, spelling, spacing, etc. are frequently included in a text or the like nonspeech information input by a user, it is necessary to significantly increase the number of cases for the variant characteristic pattern, and it is necessary to continuously update the variant characteristic pattern with various additional patterns. 
     When the variant characteristic pattern is detected, the post-verifier  39  extracts the data (stream) including the variant characteristic pattern as additional personal information identification data and transmits the additional personal information identification data to the relay processor  35 . Then, the relay processor  35  processes the additional personal information identification data, and stores re-processed text information including this processed additional personal information identification data in the relay storage  37  again. Of course, the message ID of the re-processed text information is the message ID matching the processed text information. 
     Meanwhile, the relay processor  35  requests the change of the message, i.e., the processed text information while transmitting the re-processed text information together with the message ID matching the processed text information (i.e., the re-processed text information) to the cloud processor  53 . Then, the cloud processor  53  searches for the message corresponding to the message ID, i.e., the processed text information, among the messages stored in and managed by the cloud storage  55  with reference to the message ID, and replaces the found message with the re-processed text information. 
     As a result, the relaying and processing server  30  itself performs the post-verification to strengthen the personal information protection, thereby having an effect on further securing the personal information protection. 
     Meanwhile, the post-verification may be performed based on the request of the contact center  20 . 
     The contact processor  21  processes the speech information received from the client terminal  10  to be stored in the contact storage  23  and at the same time to be transmitted to the speech processing server  40 . 
     Then, the contact processor  21  responds to the requests from the relay processor  35  of the relaying and processing server  30 . For example, when the relay processor  35  requests an additional inquiry about the corresponding processed information, the contact processor  21  serves to transmit an answer to the request to the relay processor  35 . 
     Meanwhile, the contact processor  21  may receive the corresponding processed information from the relaying and processing server  30 , specifically, from the relay processor  35 , and then request an inquiry about the text information converted from the speech information transmitted by itself. When the inquiry based on the request is allowed by the relay processor  35 , a person in charge of the contact center  20  can inquire the text information through the contact processor  21 . The person in charge of the contact center  20  may inquire the processed text information by directly accessing the relay storage  37 , or may inquire the text information restored under control of the relay processor  35 . 
     As a result of the inquiry, when the processed text information that needs to be removed is present or the processed text information includes a part that needs to be processed, the person in charge of the contact center  20  makes the processed text information desired to be removed or the part included in the processed text information and required to be processed to the relay processor  35  through the contact processor  21  be transmitted to the relay processor  35 . Then, the relay processor  35  transmits the message ID matching the processed text information, which is requested to be removed by the contact processor  21  of the contact center  20 , to the cloud processor  53  so that the processed text information stored in the cloud storage  55  can be removed, or processes the part requested for processing by the contact processor  21  and makes the re-processed text information including this processed part be stored again in the relay storage  37 . Of course, the message ID of the re-processed text information is the message ID matching the processed text information. 
     Meanwhile, the relay processor  35  requests the change of the message, i.e., the processed text information while transmitting the re-processed text information together with the message ID matching the processed text information (i.e., the re-processed text information) to the cloud processor  53 . Then, the cloud processor  53  searches for a message, i.e., the processed text information corresponding to the message ID among the messages stored in and managed by the cloud storage  55  with reference to the message ID, and replaces the found processed text information with the re-processed text information. 
     Meanwhile, the post-verification may be performed based on a user&#39;s request. Specifically, a user may indirectly request the post-verification via the contact center  20 , or may directly request the post-verification by connecting to the relaying and processing server  30 . In the former case, the post-verification is performed by the contact center  20  as described above. In the latter case, the post-verification is as follows. 
     The client terminal  10  includes an information input unit  11  through which a text or the like nonspeech information is input, and not only a client storage  15  but also a client processor  13  to store and manage the messages received from the relaying and processing server  30 . 
     Through the information input unit  11 , a text or the like nonspeech information is input under control of a user. Then, the client processor  13  transmits the text or the like nonspeech information to the relaying and processing server  30 , specifically, to the information relay receiver  31 , and at the same time stores the text or the like nonspeech information in the client storage  15 . 
     Then, the client processor  13  performs a response to the request from the relay processor  35  of the relaying and processing server  30 . For example, when the relay processor  35  requests an additional inquiry about the corresponding processed information, the client processor  13  allows a user to recognize the request, and then transmits an answer to the additional inquiry input through the information input unit  11  to the relay processor  35 . 
     Meanwhile, the client processor  13  may receive the corresponding processed information from the relaying and processing server  30 , specifically, from the relay processor  35 , and then request an inquiry about the text information corresponding to the nonspeech information transmitted by itself under control of a user. When the inquiry based on the request is allowed by the relay processor  35 , the user can inquire the text information. The user may inquire the processed text information by directly accessing the relay storage  37 , or may inquire the text information restored under control of the relay processor  35 . 
     As a result of the inquiry, when the processed text information that needs to be removed is present or the processed text information includes a part that needs to be processed, the user makes the processed text information desired to be removed or the part included in the processed text information and required to be processed to the relay processor  35  through the contact processor  21  be transmitted to the relay processor  35 . Then, the relay processor  35  transmits the message ID matching the processed text information, which is requested to be removed by the user, to the cloud processor  53  so that the processed text information stored in the cloud storage  55  can be removed, or processes the part requested for processing by the user and makes the re-processed text information including this processed part be stored again in the relay storage  37 . Of course, the message ID of the re-processed text information is the message ID matching the processed text information. 
     Meanwhile, the relay processor  35  requests the change of the message, i.e., the processed text information while transmitting the re-processed text information together with the message ID matching the processed text information (i.e., the re-processed text information) to the cloud processor  53 . Then, the cloud processor  53  searches for a message, i.e., the processed text information corresponding to the message ID among the messages stored in and managed by the cloud storage  55  with reference to the message ID, and replaces the found processed text information with the re-processed text information. 
     As a result, the user carries out the post-verification to strengthen the personal information protection in person, thereby having an effect on furthermore securing the personal information protection. 
     Meanwhile, the cloud service server  50  according to the disclosure generates the corresponding processed information based on an unprocessed part of the processed text information, i.e., information other than the processed personal information. However, when it is determined that only the received processed text information is not enough to generate the corresponding processed information, the cloud service server  50 , specifically, the information processor  51  transmits an inquiry that does not directly request the personal information, i.e., a bypass inquiry for recognizing specific personal information to the relay processor  35  via the cloud processor  53 . Then, the relay processor  35  receives an answer to the bypass inquiry from the contact center  20  or/and the client terminal  10  being used by the user, and provides the answer to the information processor  51  through the cloud processor  53 . Then, the information processor  51  may finally generate the corresponding processed information based on the answer to the bypass inquiry, and provide the generated corresponding processed information to the contact center  20  or/and the client terminal  10  through the relaying and processing server  30 . 
     The bypass inquiry for recognizing the personal information refers to not an inquiry that requests an answer by which the personal information is directly exposed, but an inquiry that makes it possible to recognize the personal information without exposing the personal information. For example, when the information processor  51  needs to know a user&#39;s credit rating in order to generate the corresponding processed information, the personal information about such credit rating has already been processed (encrypted or replaced or substituted) in the processed text information, and therefore the processed text information is not enough to generate the corresponding processed information. 
     In this case, the information processor  51  transmits the bypass inquiry for recognizing the personal information, which allows the user to select ‘1’ when the credit rating is the first rating, ‘2’ when the credit rating is between the second rating and the third rating, and ‘3’ when the credit rating is lower than the third rating, to the relaying and processing server  30 , and receives an answer to the bypass inquiry through the contact center  20  or/and the client terminal. At this time, the answer to the bypass inquiry is transmitted as anyone of ‘1 ,’ ‘2,’ and ‘3,’ and therefore the personal information is not transmitted to, stored in, and managed by the cloud service server  50 . 
     In this way, according to the disclosure, even when only the transmitted processed text information is not enough to generate an answer, the corresponding processed information is generated and provided without exposing the personal information that needs to be protected, thereby having effects on not only securing the personal information protection but also improving inquiry processing service quality. 
     Meanwhile, the relaying and processing server  30 , specifically, the relay processor  35  that receives the corresponding processed information from the cloud service server  50 , specifically, from the cloud processor  53  may transmit the received corresponding processed information to the contact center  20  or/and the client terminal  10  as it is, but, in some cases, may transmit the received corresponding processed information to the contact center  20  or/and the client terminal  10  as it is added with additional information useful for the contact center  20  or/and the client terminal  10 , i.e., a person in charge of the contact center or/and a user. 
     To this end, the system  100  for providing a speech information processing service based on personal information protection according to the disclosure may further include an additional information providing server  90  to provide additional information requested by the relay processor  35 . In other words, the system  100  for providing a speech information processing service based on personal information protection according to an embodiment of the disclosure may further include the additional information providing server  90  to provide additional information for reinforcing the corresponding processed information as requested by the relaying and processing server  30 . 
     The additional information providing server  90  may be a server that can provide additional information about anyone of weather, traffic and medicine, or a server that can provide additional information into which at least two pieces of information are integrated. 
     When it is determined that additional information needs to be added after receiving the corresponding processed information, the relay processor  35  makes a request for the additional information to the additional information providing server  90  and receives the corresponding additional information from the additional information providing server  90 , and transmits the corresponding processed information together with the additional information to the contact center or/and the client terminal  10 . The determination of whether it is necessary to add the additional information is based on a preset policy. For example, when the corresponding processed information is related to a travel destination, the relay processor  35  requests and receives weather information about the corresponding travel destination from the additional information providing server  90  based on the preset policy that the weather information about the corresponding travel destination is added and transmitted as the additional information, and transmits the corresponding processed information together with the additional information of the weather information to the client terminal  10 . 
     Meanwhile, the relaying and processing server  30  according to the disclosure may need information about a service, a business or a customer, and need to provide the information. To this end, the system  100  for providing a speech information processing service based on personal information protection according to the disclosure may further include a business inquiring and processing server  70  so that the relaying and processing server  30  can receive information for service or business processing and information for inquiry processing and customer information processing. 
     Although a few embodiments of the disclosure have been described above, it will be apparent for a person having ordinary knowledge in the art that these descriptions are for the illustrative purposes only and various changes can be made without departing from the scope of the disclosure. Accordingly, the genuine technical scope of the disclosure should be defined by the appended claims. 
     INDUSTRIAL APPLICABILITY 
     A system for providing a speech information processing service based on personal information protection according to the disclosure prevents speech information including personal information from being fraudulently used in a cloud network or a public network, and blocks the personal information that needs to be protected so as not to be transmitted to/stored in/managed by a cloud service server regardless of a user&#39;s recognition, thereby having industrial applicability.