Non-face-to-face problem solving system, method and application

Abstract

A non-face-to-face problem-solving system, a method, and an application using the same are provided. A non-face-to-face problem-solving system according to an embodiment of the present invention comprises: a first terminal that acquires video information or civil complaint information of a person requesting consultation; and a second terminal that is connected to the first terminal via a wired or wireless communication network, acquires the video information or the civil complaint information, acquires consultation information corresponding to the acquired video information or the civil complaint information, and transmits it to the first terminal.

Description

Technology Field

[0001] The present invention relates to a non-face-to-face problem-solving system, a method, and an application using the same. In particular, the invention relates to a non-face-to-face problem-solving system, a method, and an application using the same that acquires the state and situation of a consultation requester through at least one camera or input device mounted on a consultation requester's terminal and resolves the situation. Background Technology

[0002] Recently, various service industries have been reducing labor costs by equipping themselves with unmanned terminals, such as kiosks. While these kiosks offer convenience to both business owners and consumers due to advancements in IT technology, they actually hinder accessibility for the elderly and the digitally disadvantaged. Since the elderly and the digitally disadvantaged are slow to learn new IT devices, they are unfamiliar with how to use kiosks. This low accessibility poses a problem, making it difficult for business owners to achieve the benefits they anticipated when deploying kiosks, such as increased turnover and labor cost savings. Prior art literature

[0003] Korean Published Patent No. 10-2021-0145936 The problem to be solved

[0004] In order to solve the problems of the conventional technology described above, one embodiment of the present invention aims to provide a non-face-to-face problem-solving system, a method, and an application using the same, which acquire video and civil complaint information from the side of the consultation requester using at least one camera, transmit the acquired information to the consultant, and output the consultation information to the consultation requester, thereby enabling the consultation requester to more conveniently perform a desired operation on a connected device such as a kiosk. means of solving the problem

[0005] According to one aspect of the present invention for solving the above problems, a non-face-to-face problem-solving system is provided. The non-face-to-face problem-solving system comprises: a first terminal that acquires video information or civil complaint information of a person requesting consultation; and a second terminal that is connected to the first terminal via a wired or wireless communication network, acquires the video information or civil complaint information, acquires consultation information corresponding to the acquired video information or civil complaint information, and transmits it to the first terminal.

[0006] The above video information is captured video information of at least one of a part of the body of the consultation requester, a display unit of a main device connected to the first terminal, and an outlet provided in the main device, and the above complaint information may include information directly input by the consultation requester using the voice of the consultation requester or an input device connected to the main device.

[0007] The system further includes a server that connects the first terminal and the second terminal; wherein the server acquires information on the consultation progress status of the second terminal and analyzes the information on the consultation progress status using a preset algorithm, and connects the first terminal to any one of the plurality of second terminals to transmit the video information or complaint information of the consultation requester to the connected second terminal.

[0008] According to one aspect of the present invention, a non-face-to-face problem-solving method is provided. The non-face-to-face problem-solving method comprises: a step of obtaining video information or civil complaint information of a consultation requester through a first terminal; and a step of obtaining the video information or civil complaint information at a second terminal connected to the first terminal via a wired or wireless communication network, and obtaining consultation information corresponding to the obtained video information or voice information and transmitting it to the first terminal.

[0009] According to one aspect of the present invention, an application using a non-face-to-face problem-solving method is provided. The application using the non-face-to-face problem-solving method is stored in a storage medium of a digital terminal to perform the steps of: obtaining video information or civil complaint information of a consultation requester through a first terminal; and obtaining the video information or civil complaint information at a second terminal connected to the first terminal via a wired or wireless communication network, and obtaining consultation information corresponding to the obtained video information or voice information and transmitting it to the first terminal. Effects of the invention

[0010] A non-face-to-face problem-solving system, method, and application using the same according to one embodiment of the present invention acquires video and civil complaint information from the side of the consultation requester using at least one camera, transmits the acquired information to the consultant, and outputs the consultation information to the consultation requester, thereby enabling the consultation requester to more conveniently perform a desired operation on a connected device such as a kiosk. Brief explanation of the drawing

[0011] FIG. 1 is a block diagram of a non-face-to-face problem-solving system according to an embodiment of the present invention. FIG. 2 is a flowchart of a non-face-to-face problem-solving method according to an embodiment of the present invention. FIG. 3 is an example diagram showing the form in which a first terminal and a main device are combined in a non-face-to-face problem-solving system, method, and application using the same according to an embodiment of the present invention. Specific details for implementing the invention

[0012] Hereinafter, some embodiments of the present disclosure will be described in detail with reference to the exemplary drawings. In assigning reference numerals to the components of each drawing, the same components may have the same reference numeral as much as possible, even if they are shown in different drawings. Furthermore, in describing the embodiments, if it is determined that a detailed description of related known components or functions may obscure the essence of the technical concept, such detailed description may be omitted. Where terms such as "comprising," "having," or "consisting of" are used in this specification, other parts may be added unless "only" is used. Where a component is expressed in the singular, it may include a plural unless otherwise specified.

[0013] Additionally, terms such as first, second, A, B, (a), (b), etc., may be used to describe the components of the present disclosure. These terms are used merely to distinguish the components from other components, and the nature, order, sequence, or number of the components are not limited by such terms.

[0014] In describing the positional relationship of components, where it is stated that two or more components are "connected," "combined," or "joined," it should be understood that while the two or more components may be directly "connected," "combined," or "joined," they may also be "connected," "combined," or "joined" with other components "intervened." Here, the other components may be included in one or more of the two or more components that are "connected," "combined," or "joined" with one another.

[0015] In describing the temporal flow relationship regarding components, methods of operation, or methods of production, for example, when the temporal or sequential relationship is described using "after," "following," "next," or "before," it may include cases where the relationship is not continuous unless "immediately" or "directly" is used.

[0016] Meanwhile, where numerical values ​​or corresponding information regarding a component (e.g., levels, etc.) are mentioned, even without separate explicit notation, the numerical values ​​or corresponding information may be interpreted as including a range of error that may occur due to various factors (e.g., process factors, internal or external shocks, noise, etc.).

[0017] FIG. 1 illustrates an embodiment of the non-face-to-face problem-solving system of the present invention. The non-face-to-face problem-solving system (1) according to an embodiment of the present invention can recognize the situation and status of a requester (hereinafter referred to as civil complaint information) recognized by using at least one camera or input device mounted on a terminal of a requester (hereinafter referred to as the requester) and can help to solve the requested problem or provide counseling. In this process, the counselor who counsels the requester can recognize the requester's situation through their own terminal or support the system in checking various information that can help with this through the system.

[0018] Referring to FIG. 1, for this purpose, a non-face-to-face problem-solving system (1) according to one embodiment of the present invention may be formed to include a first terminal (11) and a second terminal (13). The first terminal (11) is formed to obtain video information or civil complaint information of a person requesting consultation.

[0019] Here, the image information may be image information of a part of the body of the person requesting consultation, image information of a display unit (151) of a main device (15) connected to the first terminal (11), or image information of a discharge port (153) provided in the main device (15). The image information may be obtained using at least one camera provided in the first terminal (11).

[0020] Additionally, the complaint information may include the voice of the person requesting consultation or information directly entered by the person requesting consultation using an input device (155) connected to the main device (15). The voice of the person requesting consultation may be obtained using a microphone module provided in the first terminal (11), and the input device (155) may be a keyboard or a touch pad module constituting the display unit (151).

[0021] A first terminal (11) according to one embodiment of the present invention may be formed integrally with a main device (15) as shown in FIG. 3, or it may be formed to be installed in a part adjacent to the main device (15) and connected to the main device (15) via a wired or wireless communication network. Also, although not shown in FIG. 3, the first terminal (11) according to one embodiment of the present invention may be a digital terminal (e.g., a smartphone) owned by a person requesting consultation, and the person requesting consultation may synchronize the digital terminal with the main device (15) and use the synchronized digital terminal as an input device for the main device (15).

[0022] The counselor requester of the present invention may transmit a signal requesting a counselor connection through a connection with a second terminal (13) via a call button, etc., in front of a main device (15) described as an example such as a kiosk. The first terminal (11) may include at least one camera module, and image information may be acquired as described above using the included camera module.

[0023] Additionally, when the consultation requester is connected to the second terminal (13) and consultation communication is in progress, the requester performs a complaint resolution operation by referring to consultation information obtained through the second terminal (13). The complaint resolution operation can be input through an input device connected to the first terminal (11) or through the display unit (151) of the main device (15). When the complaint is completed through the input complaint resolution operation, the consultation requester can end the consultation with the second terminal (13) by pressing the consultation end button.

[0024] The second terminal (13) is connected to the first terminal via a wired or wireless communication network and is configured to acquire video information or civil complaint information, acquire consultation information corresponding to the video information or civil complaint information, and transmit it to the first terminal (11).

[0025] The second terminal (13) may be configured to obtain counseling information corresponding to civil complaint information from a counselor possessing the second terminal (13). Here, the counseling information may be the counselor's voice information or information directly entered by the counselor using an input device.

[0026] The second terminal (13) can check whether a result corresponding to the complaint information has been output from the main device (15) using image information. Here, if a result corresponding to the complaint information has been output from the main device (15), a consultation end signal can be generated to switch to a consultation waiting state.

[0027] More specifically, the second terminal (13) obtains complaint information regarding the main device (15) through the first terminal (11) connected via a wired or wireless communication network, and is configured to transmit the content corresponding to the complaint information to the first terminal (11) as consultation content after the complaint information is obtained and the counselor inputs the content corresponding to the complaint information. The second terminal (13) can obtain information through the first terminal (11) regarding whether the consultation content is performed normally and whether a result corresponding to the complaint information, which is the result desired by the consultation requester, is output from the main device (15). If a result corresponding to the complaint information is output from the main device (15), the second terminal (13) can generate a consultation termination signal to terminate the communication connection with the first terminal (11) and switch to a consultation waiting state.

[0028] The result corresponding to the complaint information means that the information desired by the consultation requester is entered into the main device (15) (using the touch or input device (155) of the display unit), and the operation of the consultation requester is performed on the main device (15), so that the screen output from the main device (15) is output as the result desired by the consultation requester, or the result desired by the consultation requester is output from the discharge port (153) of the main device (15).

[0029] A second terminal (13) according to one embodiment of the present invention may be configured to obtain information regarding whether a result corresponding to civil complaint information is output using at least one camera module provided in the first terminal (11), and to terminate communication between the first terminal (11) and the second terminal (13) in order to terminate the consultation when the counselor checks the information and determines that the civil complaint processing is completed.

[0030] Meanwhile, in one embodiment of the present invention, a server (17) that connects the first terminal (11) and the second terminal (13) as needed may be further provided. The server (17) according to one embodiment of the present invention is configured to establish a communication connection between the first terminal (11) and one of the second terminals (13) when a consultation request signal is generated from at least one first terminal (11).

[0031] More specifically, when a person requesting consultation wishes to process a civil complaint using the first terminal (11), the server (17) can obtain information about the first terminal (11) and perform a link (connection) with at least one of the second terminals (13).

[0032] The server (17) obtains consultation progress status information for at least one second terminal (13), analyzes the obtained consultation progress status information using a preset algorithm, selects one of the multiple second terminals (13) based on the result, and connects the communication between the first terminal (11) and the second terminal (13) so that the complaint can be processed.

[0033] Meanwhile, FIG. 2 illustrates an embodiment of the non-face-to-face problem-solving method of the present invention. FIG. 2 illustrates an embodiment of the non-face-to-face problem-solving system of the present invention. The non-face-to-face problem-solving method (10) according to an embodiment of the present invention can recognize the situation and state of a requester (hereinafter referred to as civil complaint information) recognized by using at least one camera or input device mounted on a terminal of a requester (hereinafter referred to as the requester) and can help to solve the requested problem or provide counseling. In this process, the counselor who counsels the requester can recognize the requester's situation through their own terminal or support the system in checking various information that can help with this through the system.

[0034] Referring to FIG. 2, for this purpose, a non-face-to-face problem-solving method (10) according to one embodiment of the present invention may be formed to include a step (S11) of obtaining video information or complaint information of a consultation requester through a first terminal and a step (S13) of obtaining consultation information through a second terminal and transmitting it to the first terminal. The first terminal is formed to obtain video information or complaint information of a consultation requester.

[0035] Here, the image information may be image information of a part of the body of the person requesting consultation, image information of a display unit of a main device connected to the first terminal, or image information of a discharge port provided in the main device. The image information may be acquired using at least one camera provided in the first terminal.

[0036] Additionally, the complaint information may include the voice of the person requesting consultation or information directly entered by the person requesting consultation using an input device connected to the main device. The voice of the person requesting consultation may be obtained using a microphone module provided in the first terminal, and the input device may be a keyboard or a touch pad module constituting a display unit.

[0037] A first terminal according to one embodiment of the present invention may be formed integrally with a main device as shown in FIG. 3, or it may be installed in a part adjacent to the main device and connected to the main device via a wired or wireless communication network. Additionally, although not shown in FIG. 3, the first terminal according to one embodiment of the present invention may be a digital terminal (e.g., a smartphone) owned by a consultation requester, and the consultation requester may synchronize the digital terminal with the main device and use the synchronized digital terminal as an input device for the main device.

[0038] In the step (S11) of obtaining video information or civil complaint information of the consultation requester of the present invention through a first terminal, the consultation requester may transmit a signal requesting connection to a counselor by connecting to a second terminal through a call button, etc., in front of a main device described as an example such as a kiosk. The first terminal may include at least one camera module, and video information may be obtained as described above using the included camera module.

[0039] Additionally, when a connection with the second terminal is completed and consultation communication is in progress, the consultation requester performs a complaint resolution action by referring to consultation information obtained through the second terminal, and the complaint resolution action can be input through an input device connected to the first terminal or through the display unit of the main terminal. When the complaint is completed through the input complaint resolution action, the consultation requester can terminate the consultation with the second terminal via the consultation end button.

[0040] In the step (S13) of acquiring consultation information through the second terminal and transmitting it to the first terminal, the second terminal is connected to the first terminal via a wired or wireless communication network, acquires video information or civil complaint information, and acquires consultation information corresponding to the video information or civil complaint information and transmits it to the first terminal.

[0041] The step (S13) of obtaining consultation information through a second terminal and transmitting it to a first terminal can be configured to obtain consultation information corresponding to civil complaint information from a counselor possessing a second terminal. Here, the consultation information may be the counselor's voice information or information directly entered by the counselor using an input device.

[0042] The step (S13) of obtaining consultation information through the second terminal and transmitting it to the first terminal can verify whether a result corresponding to the complaint information has been output from the main device using image information. Here, if a result corresponding to the complaint information has been output from the main device, a consultation end signal can be generated to switch to a consultation waiting state.

[0043] More specifically, the second terminal obtains complaint information regarding the main device through the first terminal connected via a wired or wireless communication network, and is configured to transmit the input content to the first terminal as consultation content when the counselor inputs content corresponding to the complaint information after obtaining the complaint information. The second terminal can obtain information through the first terminal regarding whether the consultation content has been successfully performed and whether a result corresponding to the complaint information, which is the result desired by the consultation requester, has been output from the main device. If a result corresponding to the complaint information has been output from the main device, the second terminal can generate a consultation termination signal to terminate the communication connection with the first terminal and switch to a consultation waiting state.

[0044] The result corresponding to the civil complaint information refers to a situation where the consultation requester inputs the information they desire into the main device (using the touch on the display unit or an input device), and the requester's action is performed on the main device, resulting in the screen outputting from the main device displaying the result desired by the requester, or the desired outcome being output from the outlet of the main device.

[0045] The step (S13) of obtaining consultation information through a second terminal according to an embodiment of the present invention and transmitting it to a first terminal may be configured to obtain information regarding whether a result corresponding to the civil complaint information is output using at least one camera module provided in the first terminal, and to terminate communication between the first terminal and the second terminal to terminate the consultation when the consultant checks the information and determines that the civil complaint processing is completed.

[0046] Meanwhile, in one embodiment of the present invention, a step (S15) of connecting a first terminal and a second terminal as needed using a server may be further provided. The step (S15) of connecting a first terminal and a second terminal as needed using a server according to one embodiment of the present invention is formed such that when a consultation request signal is generated from at least one first terminal, the first terminal is connected to one of at least one second terminal via communication.

[0047] More specifically, when a consultation requester wishes to process a civil complaint using a first terminal, in the step (S15) of connecting the first terminal and the second terminal as needed using a server, the information of the first terminal is obtained, and a link (connection) can be performed with at least one of the second terminals.

[0048] The step (S15) of connecting the first terminal and the second terminal as needed using a server can obtain consultation progress status information for at least one second terminal, analyze the obtained consultation progress status information using a pre-set algorithm, select one of the multiple second terminals based on the result, and connect communication between the first terminal and the second terminal so that the civil complaint can be processed.

[0049] The non-face-to-face problem-solving method according to the embodiments of the present invention described above can be implemented as an application (computer program) stored on a storage medium of a computer.

[0050] Here, the computer may include a non-face-to-face problem-solving system.

[0051] The computer operating system may be an operating system such as Windows or Macintosh installed on general PCs such as desktops and laptops, or a mobile-specific operating system such as iOS or Android installed on mobile devices such as smartphones and tablet PCs.

[0052] The non-face-to-face problem-solving method according to the embodiments of the present invention described above is implemented as an application (i.e., a computer program) that is basically installed on a computer or installed by a user, and can be stored (recorded) on a computer-readable storage medium.

[0053] An application (computer program) that implements a non-face-to-face problem-solving method according to embodiments of the present invention and is stored and executed on a storage medium of a computer may perform the steps of: obtaining video information or civil complaint information of a consultation requester through a first terminal; and obtaining the video information or civil complaint information at a second terminal connected to the first terminal via a wired or wireless communication network, obtaining consultation information corresponding to the obtained video information or voice information, and transmitting it to the first terminal.

[0054] In this way, in order for a computer to read a program recorded on a storage medium and execute a non-face-to-face problem-solving method according to the embodiments implemented as a program, the aforementioned application (application program) may include code coded in a computer language such as C, C++, JAVA, or machine language that can be read by a computer processor (CPU).

[0055] Such code may include functional code related to functions that define the aforementioned functions, and may also include control code related to execution procedures necessary for a computer processor to execute the aforementioned functions according to a predetermined procedure.

[0056] In addition, this code may further include memory reference-related code regarding where (address) in the computer's internal or external memory additional information or media required for the computer's processor to execute the aforementioned functions should be referenced.

[0057] In addition, if the computer processor needs to communicate with any other computer or server located remotely in order to execute the aforementioned functions, the code may further include communication-related code regarding how the computer processor must communicate with any other computer or server located remotely using the computer's communication module (e.g., wired and / or wireless communication module), and what information or media must be transmitted or received during communication.

[0058] Furthermore, the functional program for implementing the embodiments and the related code and code segments, etc., may be easily inferred or modified by programmers skilled in the art to which the present invention belongs, taking into account the system environment of a computer that reads a storage medium and executes the program.

[0059] In addition, a computer-readable storage medium storing a program as described above may be distributed across networked computer systems, allowing computer-readable code to be stored and executed in a distributed manner. In this case, one or more of the distributed computers may execute some of the functions presented above and transmit the results to one or more of the other distributed computers, and the computer receiving the results may also execute some of the functions presented above and provide the results to other distributed computers.

[0060] A computer-readable storage medium storing an application for executing a non-face-to-face problem-solving method according to embodiments of the present invention as described above may include, for example, ROM, RAM, CD-ROM, magnetic tape, floppy disk, optical media storage device, etc.

[0061] In addition, a computer-readable storage medium storing an application, which is a program for executing a non-face-to-face problem-solving method according to embodiments of the present invention, may be a storage medium (e.g., a hard disk, etc.) included in an application provider server including an application store server, a web server related to the application or the service, etc., or the application provider server itself, or another computer or storage medium storing the program.

[0062] A computer capable of reading a storage medium storing an application, which is a program for executing a non-face-to-face problem-solving method according to embodiments of the present invention, may include not only general PCs such as general desktops or laptops, but also mobile terminals such as smartphones, tablet PCs, PDAs (Personal Digital Assistants), and mobile communication terminals, and should be interpreted as all computing-capable devices.

[0063] The foregoing description is merely an illustrative explanation of the technical concept of the present invention, and those skilled in the art to which the present invention pertains will be able to make various modifications and variations within the scope of the essential characteristics of the present invention. Accordingly, the embodiments disclosed in the present invention are intended to explain, not limit, the technical concept of the present invention, and the scope of the technical concept of the present invention is not limited by these embodiments. The scope of protection of the present invention shall be interpreted by the claims below, and all technical concepts within an equivalent scope shall be interpreted as being included within the scope of rights of the present invention. Explanation of the symbols

[0064] 1: Non-face-to-face problem-solving system 11: First terminal 13: Second terminal 15: Main device 17: Server 151: Display section 153: Discharge port 155: Input device

Claims

Claim 1 A system for resolving a problem of a consultation requester remotely, comprising: a first terminal configured to acquire video information or complaint information of the consultation requester; and a second terminal connected to the first terminal via a wired or wireless communication network, receiving the video information or complaint information, generating consultation information corresponding to the received video information or complaint information, and transmitting it to the first terminal.The first terminal comprises a first camera positioned to photograph a part of the body of the person requesting consultation, a second camera positioned to photograph at least one of a display unit of a main device connected to the first terminal or an outlet provided in the main device, and a microphone module for acquiring voice information of the person requesting consultation. The image information includes captured image information of a part of the person requesting consultation's body acquired by the first camera and captured image information of a display unit or outlet of the main device acquired by the second camera. The complaint information includes voice information of the person requesting consultation acquired through the microphone module and information directly input by the person requesting consultation through an input device connected to the main device. The first terminal comprises a digital terminal that supports a consultant in remotely recognizing the situation and state of the person requesting consultation by transmitting the image information and complaint information acquired through at least one of the first camera, the second camera, and the microphone module to the second terminal. The digital terminal is formed integrally with the main device, installed adjacent to the main device, or is possessed by the person requesting consultation. A non-face-to-face problem-solving system characterized by being a smartphone, wherein the second terminal is configured to generate a consultation end signal and switch the system to a consultation waiting state when a consultation result corresponding to the civil complaint information is output through the screen or output port of the main device, and wherein the consultation result is provided in the form of a problem-solving result requested by the consultation requester in the form of a screen output or output operation of the main device. Claim 2 delete Claim 3 A non-face-to-face problem-solving system according to claim 1, further comprising a server configured to relay a connection between the first terminal and the second terminal, wherein the server collects consultation progress status information including consultation progress status, consultation availability, or consultation load information from a plurality of the second terminals, analyzes the consultation progress status information according to a pre-set distribution algorithm to select a second terminal to be connected to the first terminal from among the plurality of second terminals, and transmits the video information and civil complaint information obtained from the first terminal to the selected second terminal, thereby enabling a consultation for solving the problem of the consultation requester to be performed smoothly. Claim 4 delete Claim 5 delete

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