Multichannel call forwarding volunteer dynamic matching system

Abstract

The invention discloses a volunteer dynamic matching system for multichannel call forwarding. According to the volunteer team, the most familiar human-to-human interaction mode, namely the mode of making a call for communication, is adopted, the elderly can put forward own needs of ordering, purchasing medicines, living necessities, buying vegetables or taking a taxi and the like by making a call, and the volunteer team operates on the take-out platform according to the needs of the elderly, so that the elderly can take out the food conveniently. And the articles can be accurately and quickly delivered to the elderly. Through an innovative mode of fusing hotline service, modern science and technology and college student volunteer teams, a brand new service path is opened up for the elderly. The mode not only maintains the direct and convenient characteristics of telephone communication, but also enables the elderly to enjoy the convenience of Chinese modernization achievements to the greatest extent, significantly reduces the difficulty of the elderly to access intelligent services, and enables the elderly to enjoy a lot of convenience brought by the modern technology more easily.

Description

Technical Field

[0001] The present invention belongs to the technical field of telephone transfer and matching smart elderly care services, and specifically is a dynamic matching system for volunteers of multi-channel telephone transfer. Background Art

[0002] With the population of my country aged 60 and above increasing to about 296.97 million in 2023, the aging society has accelerated. How to enable the elderly to enjoy more convenient, efficient and humane elderly care services has become an important social concern. At the same time, "localized life service" platforms such as Ele.me and Meituan, as important achievements of China's modernization, provide diversified services such as meal delivery and shopping, with affordable prices and efficient services, which have brought great convenience to the lives of the Chinese people and are also a manifestation of common prosperity in people's lives. Changes in social and family structures, especially the transition from the traditional large family model to the nuclear family model, have led many elderly people to choose to live independently, thereby increasing their dependence on social elderly care services. With the improvement of the living standards of the elderly and the changes in the concept of elderly care, their demand for elderly care services has become more diversified.

[0003] However, most of the elderly service products on the market currently remain at the level of simplifying the operating interface, ignoring the fact that most elderly people lack the underlying logic of interacting with electronic information and the various obstacles they encounter when using modern technology. They lack real humanistic care and comprehensive services.

[0004] The present invention aims to innovate and improve on this market drawback, replacing the traditional "human-computer interaction" with the "human-human interaction" method familiar to the elderly, and solving the problems encountered by the elderly when enjoying the convenience of modern life through innovative "all-in-one" elderly care services. Summary of the invention

[0005] The purpose of the present invention is to provide a volunteer dynamic matching system for multi-channel telephone transfer in order to solve the above-mentioned problems.

[0006] The technical solution adopted by the present invention is as follows: a dynamic volunteer matching system for multi-channel telephone transfer, the system comprising: a telephone access and routing module, a volunteer management module, a dynamic task allocation engine, a service execution and external interface module, a service record and feedback module and a monitoring and disaster recovery module;

[0007] The volunteer management module is internally provided with a volunteer information collection submodule, a volunteer training and assessment submodule, a volunteer status monitoring submodule and a volunteer incentive mechanism submodule;

[0008] The telephone access and routing module is the entrance of the system, responsible for receiving user calls and preliminarily analyzing the needs through voice recognition technology, providing data support for the subsequent dynamic task allocation engine;

[0009] The dynamic task allocation engine selects suitable volunteers from the volunteer management module according to language matching, skill matching, and load balancing rules, and assigns tasks to the volunteers;

[0010] The volunteer management module records the basic information, professional skills, service experience, and free status of volunteers, and monitors the status of volunteers in real time, providing a data basis for the dynamic task allocation engine;

[0011] The service execution connects with the external interface module to the local platform API, and volunteers complete the order and payment operations through the embedded interface, and synchronously feedback the order status to the elderly;

[0012] The service record and feedback module records call recordings, demand content, processing results, time consumption, and conducts satisfaction evaluation and data analysis to provide data support for project optimization;

[0013] The monitoring and disaster recovery module monitors the system health status in real time, automatically detects module anomalies, switches to backup servers or downgrades services to ensure stable system operation

[0014] In a preferred embodiment, the volunteer information collection submodule is responsible for collecting and managing basic information and service data of volunteers, providing a data basis for subsequent volunteer management and task allocation; the specific contents include:

[0015] Basic information collection: When registering, volunteers need to fill in their personal information, including name, contact information, address, and ID number. In addition, we also need to collect the volunteers' professional background, educational background, and work experience in order to understand their service capabilities and expertise.

[0016] Service skills assessment: Volunteers need to undergo interviews or tests to assess their service skills, including operating food delivery platforms, taxi apps, and shopping websites; the assessment results will be used for subsequent task assignments and training;

[0017] Language proficiency assessment: Volunteers need to test their language proficiency, including Mandarin, dialects, and foreign languages; the assessment results will be used to match language proficiency with the needs of the elderly and provide more precise services;

[0018] Service records: The system will record the volunteers’ service time, service type, and service quality data, and will be used for subsequent performance appraisal and incentive mechanisms.

[0019] In a preferred embodiment, the volunteer training and assessment submodule provides professional training to volunteers and conducts assessment and evaluation on them to ensure the professionalism and service level of the volunteer team; specifically, it includes:

[0020] Service skills training: Provide targeted training based on volunteers’ professional background and service experience, including how to operate food delivery platforms, taxi apps, and shopping websites; training content includes platform operation procedures, service standards, and communication skills;

[0021] Communication skills training: Train volunteers on how to communicate effectively with the elderly, including listening skills, expression skills, and empathy; the training also includes how to deal with common psychological problems of the elderly, including loneliness, anxiety, and depression;

[0022] Mental health training: Train volunteers on how to pay attention to the mental health of the elderly and provide psychological counseling and companionship services; the training content includes mental health knowledge and psychological counseling skills.

[0023] In a preferred embodiment, the volunteer status monitoring submodule monitors the online status, free time, and service volume of volunteers in real time, and performs data analysis to optimize volunteer staffing and service efficiency; specifically, it includes:

[0024] Online status monitoring: The system monitors whether volunteers are online and how long they are online in real time, so as to respond to the needs of the elderly in a timely manner;

[0025] Free time monitoring: The system monitors whether volunteers currently have free time to provide services so as to assign tasks in a timely manner;

[0026] Service volume monitoring: The system monitors the quantity and type of services completed by volunteers in order to assess the intensity of volunteers’ work and the quality of their services.

[0027] In a preferred embodiment, the volunteer incentive mechanism submodule establishes a volunteer incentive mechanism to stimulate volunteer service enthusiasm, improve service quality, and attract more volunteers to join the project; the specific contents include:

[0028] Points reward: Volunteers will receive certain points for each service they complete. Points can be redeemed for prizes or services, including movie tickets and shopping vouchers.

[0029] Honor and recognition: Regularly select outstanding volunteers and commend them, including issuing certificates and trophies;

[0030] Skill improvement: Provide volunteers with opportunities to learn and grow, including participating in professional training and academic conferences;

[0031] Promotion opportunities: Volunteers with outstanding performance will have opportunities for promotion, including becoming team leaders or project managers.

[0032] In a preferred embodiment, the telephone access and routing module is responsible for receiving user calls and performing preliminary processing; the specific contents include:

[0033] Multi-channel access: supports multiple telephone line access, including PSTN and VoIP, ensuring wide coverage of telephone services to meet the needs of different users;

[0034] Caller Identification: Automatically identify the caller number and assign a unique service ID to facilitate follow-up tracking and service records, ensuring service traceability and service quality monitoring;

[0035] Voice recognition: Through voice recognition technology, we can preliminarily analyze the keywords of the elderly’s needs, including “ordering food” and “buying medicine”, and assist in the subsequent matching of volunteers;

[0036] Speech synthesis: according to the needs, the system information or service results are fed back to the elderly in the form of speech;

[0037] Technical implementation: Use Asterisk or Twilio communication platform, combined with ASR and TTS technology, to realize telephone access, speech recognition and speech synthesis functions.

[0038] In a preferred embodiment, the dynamic task allocation engine is responsible for intelligently allocating tasks according to service requirements and volunteer status to ensure service efficiency and effective use of volunteer resources; the specific contents include:

[0039] Matching algorithm: Dynamically allocate tasks based on language, skills, load balancing, and geographic location to ensure fair and efficient task allocation;

[0040] Language matching: Volunteers who speak the same language / dialect as the elderly are given priority to ensure smooth communication;

[0041] Skill matching: matching volunteers who are good at corresponding services according to the type of demand to ensure service quality;

[0042] Load balancing: tasks are assigned according to the volunteers’ current workload and response speed to avoid task backlogs and volunteer overwork;

[0043] Queue management: set priority queues to ensure urgent tasks are processed in a timely manner;

[0044] Technical implementation: Use rule engines or machine learning models to optimize matching strategies and achieve intelligent task allocation.

[0045] In a preferred embodiment, the service execution and external interface module is responsible for connecting to the localization platform API, realizing service functions, and obtaining the order status in real time and providing feedback to the elderly; the service execution and external interface module uses RESTful API or GraphQL technology to realize interface connection with the localization platform.

[0046] In a preferred embodiment, the service record and feedback module is responsible for recording the service process and results, and collecting user feedback to provide data support for project optimization and service improvement; the specific contents include:

[0047] Service log: record call recordings, demand content, processing results, and time consumption to facilitate follow-up tracking and return visits; call recordings help the project team understand the details of the service process in order to conduct service quality assessment and problem analysis; at the same time, call recordings are also used as evidence to resolve service disputes;

[0048] Satisfaction evaluation: After the call, SMS / voice call-back will be automatically sent to collect the elderly’s ratings and understand the service satisfaction. Satisfaction evaluation helps the project team understand the user’s feelings about the service and make improvements based on feedback.

[0049] Data analysis: Generate reports to guide service optimization and improve service quality; data analysis helps the project team understand service trends and service needs, and adjust service strategies based on data;

[0050] Technical implementation: Use ELK for log analysis and visualization to facilitate data statistics and analysis; ELK is an open source data analysis and visualization platform that stores, analyzes and visualizes service logs, making it easier for project teams to understand service conditions and make decisions.

[0051] In a preferred embodiment, the monitoring and disaster recovery module monitors the health status of the system in real time, automatically detects module abnormalities, switches to a backup server or downgrades services to ensure stable operation of the system; the monitoring and disaster recovery module uses Prometheus+Grafana monitoring, and Kubernetes implements containerized deployment and elastic scaling.

[0052] In summary, due to the adoption of the above technical solution, the beneficial effects of the present invention are:

[0053] 1. In the present invention, the mode of "interaction between people" that the elderly are most familiar with, that is, the mode of "communication by phone", is adopted. By making a phone call, the elderly can put forward their own needs of ordering meals, buying medicines, daily necessities, buying vegetables or taking a taxi, etc. The volunteer team operates on the takeaway platform according to the needs of the elderly to ensure that the items can be delivered to the elderly accurately and quickly. By integrating the innovative model of hotline service, modern technology and college student volunteer team, the present invention has opened up a new service path for the elderly group. This mode not only maintains the direct and convenient characteristics of telephone communication, but also allows the elderly to enjoy the convenience of Chinese-style modernization achievements to the greatest extent, significantly reduces the difficulty for the elderly to access smart services, and enables them to enjoy the many conveniences brought by modern technology more easily. Compared with the traditional service mode that relies on the elderly to operate smart devices independently, the service strategy adopted by the present invention appears to be more humane and easier for the elderly to accept and apply.

[0054] Through automated processes, service efficiency and response speed have been significantly improved. The telephone access and routing module supports multi-channel telephone line access, automatically identifies incoming call numbers and assigns unique service IDs to ensure that incoming calls are connected in a timely manner. The dynamic task allocation engine quickly matches suitable volunteers based on language matching, skill matching, load balancing and other rules, and automatically assigns tasks, avoiding manual intervention and waiting time. The volunteer management module monitors the status of volunteers in real time to ensure the effective use of the volunteer team and avoid volunteers being idle or overworked. The service execution and external interface module connects to the localized platform API, and volunteers complete operations such as ordering and payment through the embedded interface, which is convenient and fast. The service record and feedback module records the service process and results, and collects user feedback to provide data support for project optimization and service improvement. The monitoring and disaster recovery module monitors the system health status in real time, automatically detects module anomalies, and ensures stable system operation. The collaborative work of these modules realizes the automation and intelligence of the service process, greatly shortens the service response time, improves service efficiency, and enables the elderly to obtain the required services faster.

[0055] 2. In the present invention, by dynamically matching volunteer resources, the optimization of resource allocation and the improvement of service quality are achieved. The volunteer management module establishes a complete volunteer file, records the professional skills, service experience, free time and other information of volunteers, and dynamically adjusts the volunteer personnel configuration according to service needs to ensure the professionalism and service capabilities of the volunteer team. The dynamic task allocation engine accurately matches service needs according to the professional background and service experience of volunteers to ensure service quality.

[0056] 3. In the present invention, the service record and feedback module records the service process and results, and collects user feedback to provide data support for project optimization. The project team can analyze the problems in the service process based on user feedback and service records, and make targeted improvements, such as optimizing the service process and improving the quality of volunteer services. The monitoring and disaster recovery module monitors the health status of the system in real time, automatically detects module anomalies, ensures stable operation of the system, and avoids service interruptions and user loss. The collaborative work of these modules realizes the effective utilization of volunteer resources and the continuous improvement of service quality, providing better quality and more efficient services for the elderly. BRIEF DESCRIPTION OF THE DRAWINGS

[0057] Figure 1 is the overall system block diagram of the present invention;

[0058] Figure 2 This is a system block diagram of the volunteer management module in the present invention. DETAILED DESCRIPTION

[0059] In order to make the purpose, technical solution and advantages of the present invention more clearly understood, the present invention is further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present invention and are not used to limit the present invention.

[0060] Reference Figure 1-2 ,

[0061] A dynamic volunteer matching system for multi-channel telephone transfer, the system comprising: a telephone access and routing module, a volunteer management module, a dynamic task allocation engine, a service execution and external interface module, a service record and feedback module, and a monitoring and disaster recovery module;

[0062] The volunteer management module is internally provided with a volunteer information collection submodule, a volunteer training and assessment submodule, a volunteer status monitoring submodule and a volunteer incentive mechanism submodule;

[0063] The telephone access and routing module is the entrance of the system, responsible for receiving user calls and preliminarily analyzing the needs through voice recognition technology, providing data support for the subsequent dynamic task allocation engine;

[0064] The dynamic task allocation engine selects suitable volunteers from the volunteer management module according to language matching, skill matching, and load balancing rules, and assigns tasks to the volunteers;

[0065] The volunteer management module records the basic information, professional skills, service experience, and free status of volunteers, and monitors the status of volunteers in real time, providing a data basis for the dynamic task allocation engine;

[0066] The service execution connects with the external interface module to the local platform API, and volunteers complete the order and payment operations through the embedded interface, and synchronously feedback the order status to the elderly;

[0067] The service record and feedback module records call recordings, demand content, processing results, time consumption, and conducts satisfaction evaluation and data analysis to provide data support for project optimization;

[0068] The monitoring and disaster recovery module monitors the health status of the system in real time, automatically detects module anomalies, switches to a backup server or downgrades services to ensure stable operation of the system.

[0069] The volunteer information collection submodule is responsible for collecting and managing the basic information and service data of volunteers, providing a data basis for subsequent volunteer management and task allocation; the specific contents include:

[0070] Basic information collection: When registering, volunteers need to fill in their personal information, including name, contact information, address, and ID number. In addition, we also need to collect the volunteers' professional background, educational background, and work experience in order to understand their service capabilities and expertise.

[0071] Service skills assessment: Volunteers need to undergo interviews or tests to assess their service skills, including operating food delivery platforms, taxi apps, and shopping websites; the assessment results will be used for subsequent task assignments and training;

[0072] Language proficiency assessment: Volunteers need to test their language proficiency, including Mandarin, dialects, and foreign languages; the assessment results will be used to match language proficiency with the needs of the elderly and provide more precise services;

[0073] Service records: The system will record the volunteer’s service time, service type, and service quality data, and will be used for subsequent performance appraisal and incentive mechanisms;

[0074] The volunteer information collection submodule uses MySQL relational database for storage to ensure the standardization of data structure and query efficiency;

[0075] The volunteer information collection submodule uses MySQL as the backend database, and uses its mature transaction processing and integrity constraint mechanisms to ensure data consistency and reliability;

[0076] The MySQL relational database has a reasonable table structure, including volunteer information table, skill tag table, service record table, etc., and the logical relationship between data is realized through foreign key association;

[0077] MySQL relational database uses NoSQL database to store unstructured data, such as volunteer feedback and user evaluation, to flexibly respond to data format changes and expansion requirements;

[0078] The MySQL relational database uses distributed database synchronization technology to ensure real-time synchronization of volunteer information and task records between different servers to avoid data silos;

[0079] MySQL relational database implements consistency protocols such as two-phase commit or Raft to ensure data consistency and accuracy in a distributed environment;

[0080] MySQL relational databases regularly back up data and develop effective data recovery strategies to deal with unexpected data loss or damage.

[0081] The volunteer training and assessment submodule provides professional training for volunteers and conducts assessment and evaluation on them to ensure the professionalism and service level of the volunteer team; specifically, it includes:

[0082] Service skills training: Provide targeted training based on volunteers’ professional background and service experience, including how to operate food delivery platforms, taxi apps, and shopping websites; training content includes platform operation procedures, service standards, and communication skills;

[0083] Communication skills training: Train volunteers on how to communicate effectively with the elderly, including listening skills, expression skills, and empathy; the training also includes how to deal with common psychological problems of the elderly, including loneliness, anxiety, and depression;

[0084] Mental health training: Train volunteers on how to pay attention to the mental health of the elderly and provide psychological counseling and companionship services; the training content includes mental health knowledge and psychological counseling skills.

[0085] The volunteer status monitoring submodule monitors the online status, free time, and service volume of volunteers in real time, and performs data analysis to optimize volunteer staffing and service efficiency; specifically includes:

[0086] Online status monitoring: The system monitors whether volunteers are online and how long they are online in real time, so as to respond to the needs of the elderly in a timely manner;

[0087] Free time monitoring: The system monitors whether volunteers currently have free time to provide services so as to assign tasks in a timely manner;

[0088] Service volume monitoring: The system monitors the quantity and type of services completed by volunteers in order to assess the intensity of volunteers’ work and the quality of their services.

[0089] The volunteer incentive mechanism submodule establishes a volunteer incentive mechanism to stimulate volunteer service enthusiasm, improve service quality, and attract more volunteers to join the project; the specific contents include:

[0090] Points reward: Volunteers will receive certain points for each service they complete. Points can be redeemed for prizes or services, including movie tickets and shopping vouchers.

[0091] Honor and recognition: Regularly select outstanding volunteers and commend them, including issuing certificates and trophies;

[0092] Skill improvement: Provide volunteers with opportunities to learn and grow, including participating in professional training and academic conferences;

[0093] Promotion opportunities: Volunteers with outstanding performance will have opportunities for promotion, including becoming team leaders or project managers.

[0094] The telephone access and routing module is responsible for receiving user calls and performing preliminary processing; the specific contents include:

[0095] Multi-channel access: supports multiple telephone line access, including PSTN and VoIP, ensuring wide coverage of telephone services to meet the needs of different users;

[0096] Caller Identification: Automatically identify the caller number and assign a unique service ID to facilitate follow-up tracking and service records, ensuring service traceability and service quality monitoring;

[0097] Voice recognition: Through voice recognition technology, we can preliminarily analyze the keywords of the elderly’s needs, including “ordering food” and “buying medicine”, and assist in the subsequent matching of volunteers;

[0098] Speech synthesis: according to the needs, the system information or service results are fed back to the elderly in the form of speech;

[0099] Technical implementation: Use Asterisk or Twilio communication platform, combined with ASR and TTS technology, to achieve telephone access, speech recognition and speech synthesis functions;

[0100] The telephone access and routing module is also provided with:

[0101] Call reception and preliminary processing: As the entrance to the system, this module is responsible for receiving user calls and ensuring call quality and stability.

[0102] Semantic Understanding Integration: The module introduces advanced semantic understanding NLU technology to deeply analyze user voice. Different from traditional speech recognition, NLU can more accurately capture and understand the user's true intentions and demand details.

[0103] Demand classification and data support: After NLU analysis, user needs are subdivided into multiple categories, such as consultation, help, complaints, etc. This classification provides more accurate data support for the subsequent dynamic task allocation engine, ensuring a more accurate match between volunteers and user needs.

[0104] Route optimization: Based on the demand classification results, the module intelligently routes user calls to the corresponding processing queue or directly transfers them to the appropriate volunteers, reducing intermediate links and improving service efficiency.

[0105] Feedback and adjustment: The module has a self-learning and feedback mechanism. According to the actual matching results and service feedback, it continuously optimizes the NLU model and routing strategy to achieve continuous improvement.

[0106] The dynamic task allocation engine is responsible for intelligently allocating tasks based on service needs and volunteer status to ensure service efficiency and effective use of volunteer resources; the specific contents include:

[0107] Matching algorithm: Dynamically allocate tasks based on language, skills, load balancing, and geographic location to ensure fair and efficient task allocation;

[0108] Language matching: Volunteers who speak the same language / dialect as the elderly are given priority to ensure smooth communication;

[0109] Skill matching: matching volunteers who are good at corresponding services according to the type of demand to ensure service quality;

[0110] Load balancing: tasks are assigned according to the current workload and response speed of volunteers to avoid task backlogs and volunteer overwork;

[0111] Queue management: set priority queues to ensure urgent tasks are processed in a timely manner;

[0112] Technical implementation: Use rule engines or machine learning models to optimize matching strategies and achieve intelligent task allocation.

[0113] The service execution and external interface module is responsible for connecting to the localization platform API, realizing service functions, and obtaining the order status in real time and feeding it back to the elderly; the service execution and external interface module uses RESTful API or GraphQL technology to realize interface connection with the localization platform;

[0114] The service execution and external interface modules adopt a modular architecture design, allowing flexible addition, deletion or update of functional modules to adapt to future changes in service requirements and technology upgrades. This design allows the system to easily integrate new service types, payment methods or interactive interfaces without making large-scale changes to the overall architecture.

[0115] The service execution and external interface module provides an extensible API interface that supports docking with a variety of localized platforms and third-party services. These interfaces follow industry standards and are easy to expand and customize, allowing the system to quickly adapt to the technical requirements of different regions and partners, achieving service diversification and expansion of service scope.

[0116] When the service execution and external interface module is used, volunteers complete operations such as ordering and payment through the embedded interface. The interface can be customized according to volunteer feedback and system requirements to ensure simple and efficient operation.

[0117] The service execution and external interface module will synchronously feedback the order status to the user in real time, ensuring that the user is aware of the service progress in a timely manner. The synchronization mechanism adopts a flexible design and supports multiple communication channels and feedback methods to meet the needs of different user groups.

[0118] 9. A dynamic volunteer matching system for multi-channel telephone transfer as claimed in claim 1, characterized in that: the service record and feedback module is responsible for recording the service process and results, and collecting user feedback to provide data support for project optimization and service improvement; the specific contents include:

[0119] Service log: record call recordings, demand content, processing results, and time consumption to facilitate follow-up tracking and return visits; call recordings help the project team understand the details of the service process in order to conduct service quality assessment and problem analysis; at the same time, call recordings are also used as evidence to resolve service disputes;

[0120] Satisfaction evaluation: After the call, SMS / voice call-back will be automatically sent to collect the elderly’s ratings and understand the service satisfaction. Satisfaction evaluation helps the project team understand the user’s feelings about the service and make improvements based on feedback.

[0121] Data analysis: Generate reports to guide service optimization and improve service quality; data analysis helps the project team understand service trends and service needs, and adjust service strategies based on data;

[0122] Technical implementation: Use ELK for log analysis and visualization to facilitate data statistics and analysis; ELK is an open source data analysis and visualization platform that stores, analyzes and visualizes service logs, making it easier for project teams to understand service conditions and make decisions.

[0123] The operation method of the system comprises the following steps:

[0124] S1: Telephone access and routing:

[0125] The user dials the system phone, and the phone access and routing module receives the call;

[0126] The module uses speech recognition technology to preliminarily analyze user needs and assign a unique service ID;

[0127] S2: Dynamic task allocation:

[0128] The dynamic task allocation engine selects suitable volunteers from the volunteer management module based on language matching, skill matching, load balancing and other rules;

[0129] The engine assigns tasks to the selected volunteers;

[0130] S3: Volunteer response and service execution:

[0131] The volunteer receives the task notification and connects to the localized platform API through the service execution and external interface module;

[0132] Volunteers use the embedded interface to complete operations such as ordering and payment, and synchronously feedback the order status to the user;

[0133] S4: Service Records and Feedback:

[0134] The service record and feedback module records call recordings, demand content, processing results, time consumption and other data;

[0135] The module conducts satisfaction evaluation and data analysis to provide data support for project optimization;

[0136] S5: Volunteer status update and monitoring:

[0137] The volunteer management module updates volunteers’ online status, free time, service volume and other information in real time;

[0138] The monitoring and disaster recovery module monitors the system health status in real time and automatically detects module anomalies;

[0139] S6: Disaster recovery and optimization:

[0140] When the monitoring and disaster recovery module detects an anomaly, it switches to a backup server or downgrades the service to ensure stable operation of the system;

[0141] The system optimizes service processes and volunteer resource allocation based on data analysis results from the service record and feedback module.

[0142] In the present invention, the mode of "interaction between people" that the elderly are most familiar with, that is, the mode of "communication by phone", is adopted. By making a phone call, the elderly can put forward their own needs of ordering meals, buying medicines, daily necessities, buying vegetables or taking a taxi, etc. The volunteer team operates on the takeaway platform according to the needs of the elderly to ensure that the items can be delivered to the elderly accurately and quickly. By integrating the innovative model of hotline service, modern technology and college student volunteer team, the present invention has opened up a new service path for the elderly group. This mode not only maintains the direct and convenient characteristics of telephone communication, but also allows the elderly to enjoy the convenience of Chinese-style modernization achievements to the greatest extent, significantly reduces the difficulty of the elderly to access smart services, and enables them to enjoy the many conveniences brought by modern technology more easily. Compared with the traditional service mode that relies on the elderly to operate smart devices independently, the service strategy adopted by the present invention appears to be more humane and easier for the elderly to accept and apply.

[0143] Through automated processes, service efficiency and response speed have been significantly improved. The telephone access and routing module supports multi-channel telephone line access, automatically identifies incoming call numbers and assigns unique service IDs to ensure that incoming calls are connected in a timely manner. The dynamic task allocation engine quickly matches suitable volunteers based on language matching, skill matching, load balancing and other rules, and automatically assigns tasks, avoiding manual intervention and waiting time. The volunteer management module monitors the status of volunteers in real time to ensure the effective use of the volunteer team and avoid volunteers being idle or overworked. The service execution and external interface module connects to the localized platform API, and volunteers complete operations such as ordering and payment through the embedded interface, which is convenient and fast. The service record and feedback module records the service process and results, and collects user feedback to provide data support for project optimization and service improvement. The monitoring and disaster recovery module monitors the system health status in real time, automatically detects module anomalies, and ensures stable system operation. The collaborative work of these modules realizes the automation and intelligence of the service process, greatly shortens the service response time, improves service efficiency, and enables the elderly to obtain the required services faster.

[0144] In the present invention, by dynamically matching volunteer resources, resource allocation optimization and service quality improvement are achieved. The volunteer management module establishes a complete volunteer file, records the professional skills, service experience, free time and other information of volunteers, and dynamically adjusts the volunteer personnel configuration according to service needs to ensure the professionalism and service capabilities of the volunteer team. The dynamic task allocation engine accurately matches service needs according to the professional background and service experience of volunteers to ensure service quality.

[0145] In the present invention, the service record and feedback module records the service process and results, and collects user feedback to provide data support for project optimization. The project team can analyze the problems in the service process based on user feedback and service records, and make targeted improvements, such as optimizing the service process and improving the quality of volunteer services. The monitoring and disaster recovery module monitors the health status of the system in real time, automatically detects module anomalies, ensures stable operation of the system, and avoids service interruptions and user loss. The collaborative work of these modules realizes the effective utilization of volunteer resources and the continuous improvement of service quality, providing better quality and more efficient services for the elderly.

[0146] In terms of social resources, the present invention realizes our services with the help of the leaders of localized life service platforms including Ele.me and Meituan. These companies not only have profound technical accumulation and rich operating experience, but their service quality has also been strictly verified by the market, and they have reached high standards in terms of user scale, transaction processing efficiency, data security and privacy protection. With the help of the high-quality services of these platforms, the present invention provides a more stable and reliable service experience to the elderly group. In addition, thanks to the huge user base and merchant resources of these platforms, this team can provide personalized, high-quality goods and service docking for elderly users according to their actual needs, thereby gaining an advantage in the fierce market competition.

[0147] In terms of technical resources, the present invention is establishing an information management and archiving website, Yiyangyuntong, with the help of modern computer technology and artificial intelligence technology. The website will automatically display the personal information of the elderly and automatically set the service priority according to the language preference of the elderly. It will give priority to retrieving and connecting volunteers who are free and good at the corresponding language, and at the same time retrieve the service record archive information of the elderly, so that volunteers can respond quickly and provide corresponding services. This will effectively improve the service efficiency and quality of the team's service hotline. It also provides a solid technical foundation and broad development space for the continuous optimization and long-term development of the project.

[0148] In terms of human resources, as a "manpower-intensive" project, this invention has successfully gathered a group of enthusiastic, responsible and professional college student volunteers through the promotion of the founder, and formally established the "Wangqingjushe" organization to provide relatively continuous and stable human resource support for the project. Through innovative methods such as point-to-point services, the targeted nature of the service is ensured. At the same time, the participation of college student volunteers not only better guarantees the service quality, but also enhances the social responsibility of the project.

[0149] The present invention is dedicated to providing customized and convenient services for the elderly, with a particular focus on community elderly people who have challenges using smartphones and applications. Unlike projects that serve a wide range of user groups, the high degree of focus of the present invention gives it a significant advantage in meeting the needs of elderly users. The present invention deeply analyzes the specific needs of the elderly group and takes into account their physiological and psychological characteristics, and develops a series of targeted service solution strategies.

[0150] 1.4.3 Advantages of service model

[0151] In terms of service model, the services provided by Internet companies and smart furniture companies now only accept "standardized" commands and still follow the "electronic operation" logic. The interaction with electronic information is a cold binary logic, that is, the logic of "yes and no", which is what the elderly lack and are not adapted to. The present invention is different from the services they provide. We adopt the "human-to-human interaction" model that the elderly are most familiar with, and provide them with humanized and personalized services by having the elderly make phone calls to express their demands.

[0152] The service is provided by volunteers from Ningbo University. This service model has lower labor costs than various commercial elderly care services. For the elderly, the service fees of traditional housekeeping service companies are high and it is difficult for most ordinary families to afford them in the long term.

[0153] It should be noted that, in this article, relational terms such as first and second, etc. are only used to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any such actual relationship or order between these entities or operations. Moreover, the term "comprises" or any other variant thereof is intended to cover non-exclusive inclusion, so that a process, method, article or device including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, method, article or device. In the absence of further restrictions, the elements defined by the sentence "comprises a ..." do not exclude the existence of other identical elements in the process, method, article or device including the elements.

[0154] The above embodiments are only used to illustrate the technical solutions of the present invention, rather than to limit the same. Although the present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that the technical solutions described in the aforementioned embodiments may still be modified, or some of the technical features may be replaced by equivalents. However, these modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims

1. A dynamic volunteer matching system for multi-channel telephone transfer, characterized by: The system includes: telephone access and routing module, volunteer management module, dynamic task allocation engine, service execution and external interface module, service record and feedback module and monitoring and disaster recovery module; The volunteer management module is internally provided with a volunteer information collection submodule, a volunteer training and assessment submodule, a volunteer status monitoring submodule and a volunteer incentive mechanism submodule; The telephone access and routing module is the entrance of the system, responsible for receiving user calls and preliminarily analyzing the needs through voice recognition technology, providing data support for the subsequent dynamic task allocation engine; The dynamic task allocation engine selects suitable volunteers from the volunteer management module according to language matching, skill matching, and load balancing rules, and assigns tasks to the volunteers; The volunteer management module records the basic information, professional skills, service experience, and free status of volunteers, and monitors the status of volunteers in real time, providing a data basis for the dynamic task allocation engine; The service execution connects with the external interface module to the local platform API, and volunteers complete the order and payment operations through the embedded interface, and synchronously feedback the order status to the elderly; The service record and feedback module records call recordings, demand content, processing results, time consumption, and conducts satisfaction evaluation and data analysis to provide data support for project optimization; The monitoring and disaster recovery module monitors the health status of the system in real time, automatically detects module anomalies, switches to a backup server or downgrades services to ensure stable operation of the system.

2. A dynamic volunteer matching system for multi-channel telephone transfer as claimed in claim 1, characterized in that: The volunteer information collection submodule is responsible for collecting and managing the basic information and service data of volunteers, providing a data basis for subsequent volunteer management and task allocation; Specific content includes: Basic information collection: When registering, volunteers need to fill in their personal information, including name, contact information, address, and ID number. In addition, we also need to collect the volunteers' professional background, educational background, and work experience in order to understand their service capabilities and expertise. Service skills assessment: Volunteers need to undergo interviews or tests to assess their service skills, including operating food delivery platforms, taxi apps, and shopping websites; the assessment results will be used for subsequent task assignments and training; Language proficiency assessment: Volunteers need to test their language proficiency, including Mandarin, dialects, and foreign languages; the assessment results will be used to match language proficiency with the needs of the elderly and provide more precise services; Service records: The system will record the volunteer’s service time, service type, and service quality data, and will be used for subsequent performance appraisal and incentive mechanisms; The volunteer information collection submodule uses MySQL relational database for storage to ensure the standardization of data structure and query efficiency; The volunteer information collection submodule uses MySQL as the backend database, and uses its mature transaction processing and integrity constraint mechanisms to ensure data consistency and reliability; The MySQL relational database has a reasonable table structure, including volunteer information table, skill tag table, service record table, etc., and the logical relationship between data is realized through foreign key association; MySQL relational database uses NoSQL database to store unstructured data, such as volunteer feedback and user evaluation, to flexibly respond to data format changes and expansion requirements; The MySQL relational database uses distributed database synchronization technology to ensure real-time synchronization of volunteer information and task records between different servers to avoid data silos; MySQL relational database implements consistency protocols such as two-phase commit or Raft to ensure data consistency and accuracy in a distributed environment; MySQL relational databases regularly back up data and develop effective data recovery strategies to deal with unexpected data loss or damage.

3. A dynamic volunteer matching system for multi-channel telephone transfer as claimed in claim 1, characterized in that: The volunteer training and assessment submodule provides professional training for volunteers and conducts assessment and evaluation on them to ensure the professionalism and service level of the volunteer team; specifically, it includes: Service skills training: Provide targeted training based on the volunteers’ professional background and service experience, including how to operate food delivery platforms, taxi apps, and shopping websites; the training content includes platform operation procedures, service standards, and communication skills; Communication skills training: Train volunteers on how to communicate effectively with the elderly, including listening skills, expression skills, and empathy; the training also includes how to deal with common psychological problems of the elderly, including loneliness, anxiety, and depression; Mental health training: Train volunteers on how to pay attention to the mental health of the elderly and provide psychological counseling and companionship services; the training content includes mental health knowledge and psychological counseling skills.

4. A dynamic volunteer matching system for multi-channel telephone transfer as claimed in claim 1, characterized in that: The volunteer status monitoring submodule monitors the online status, free time, and service volume of volunteers in real time, and performs data analysis to optimize volunteer staffing and service efficiency; specifically includes: Online status monitoring: The system monitors whether volunteers are online and how long they are online in real time, so as to respond to the needs of the elderly in a timely manner; Free time monitoring: The system monitors whether volunteers currently have free time to provide services so as to assign tasks in a timely manner; Service volume monitoring: The system monitors the quantity and type of services completed by volunteers in order to assess the intensity of volunteers’ work and the quality of their services.

5. The dynamic matching system for volunteers of multi-channel telephone transfer as claimed in claim 1, characterized in that: The volunteer incentive mechanism submodule establishes a volunteer incentive mechanism to stimulate volunteer service enthusiasm, improve service quality, and attract more volunteers to join the project; the specific contents include: Points reward: Volunteers will receive certain points for each service they complete. Points can be redeemed for prizes or services, including movie tickets and shopping vouchers. Honor and recognition: Regularly select outstanding volunteers and commend them, including issuing certificates and trophies; Skill improvement: Provide volunteers with opportunities to learn and grow, including participating in professional training and academic conferences; Promotion opportunities: Volunteers with outstanding performance will have opportunities for promotion, including becoming team leaders or project managers.

6. A dynamic volunteer matching system for multi-channel telephone transfer as claimed in claim 1, characterized in that: The telephone access and routing module is responsible for receiving user calls and performing preliminary processing; the specific contents include: Multi-channel access: supports multiple telephone line access, including PSTN and VoIP, ensuring wide coverage of telephone services to meet the needs of different users; Caller Identification: Automatically identify the caller number and assign a unique service ID to facilitate follow-up tracking and service records, ensuring service traceability and service quality monitoring; Voice recognition: Through voice recognition technology, we can preliminarily analyze the keywords of the elderly’s needs, including “ordering food” and “buying medicine”, and assist in the subsequent matching of volunteers; Speech synthesis: according to the needs, the system information or service results are fed back to the elderly in the form of speech; Technical implementation: Use Asterisk or Twilio communication platform, combined with ASR and TTS technology, to achieve telephone access, speech recognition and speech synthesis functions; The telephone access and routing module is also provided with: Incoming call reception and preliminary processing: As the entrance to the system, this module is responsible for receiving user calls and ensuring call quality and stability; Semantic Understanding Integration: The module introduces advanced semantic understanding NLU technology to deeply analyze user voice. Different from traditional speech recognition, NLU can more accurately capture and understand the user's true intention and demand details. Demand classification and data support: After NLU analysis, user needs are divided into multiple categories, such as consultation, help, complaints, etc. This classification provides more accurate data support for the subsequent dynamic task allocation engine, ensuring a more accurate match between volunteers and user needs; Route optimization: Based on the demand classification results, the module intelligently routes user calls to the corresponding processing queue or directly transfers them to the appropriate volunteers, reducing intermediate links and improving service efficiency; Feedback and adjustment: The module has a self-learning and feedback mechanism. According to the actual matching results and service feedback, it continuously optimizes the NLU model and routing strategy to achieve continuous improvement.

7. A dynamic volunteer matching system for multi-channel telephone transfer as claimed in claim 1, characterized in that: The dynamic task allocation engine is responsible for intelligently allocating tasks based on service needs and volunteer status to ensure service efficiency and effective use of volunteer resources; the specific contents include: Matching algorithm: Dynamically allocate tasks based on language, skills, load balancing, and geographic location to ensure fair and efficient task allocation; Language matching: Volunteers who speak the same language / dialect as the elderly are given priority to ensure smooth communication; Skill matching: matching volunteers who are good at corresponding services according to the type of demand to ensure service quality; Load balancing: tasks are assigned according to the volunteers’ current workload and response speed to avoid task backlogs and volunteer overwork; Queue management: set priority queues to ensure urgent tasks are processed in a timely manner; Technical implementation: Use rule engines or machine learning models to optimize matching strategies and achieve intelligent task allocation.

8. A dynamic volunteer matching system for multi-channel telephone transfer as claimed in claim 1, characterized in that: The service execution and external interface module is responsible for connecting to the localization platform API, realizing service functions, and obtaining the order status in real time and feeding it back to the elderly; the service execution and external interface module uses RESTful API or GraphQL technology to realize interface connection with the localization platform; The service execution and external interface module adopts a modular architecture design, which allows flexible addition, deletion or update of functional modules to adapt to future changes in service requirements and technical upgrades. This design allows the system to easily integrate new service types, payment methods or interactive interfaces without making large-scale changes to the overall architecture; The service execution and external interface module provides an extensible API interface to support docking with a variety of localized platforms and third-party services. These interfaces follow industry standards and are easy to expand and customize, so that the system can quickly adapt to the technical requirements of different regions and different partners, and realize the diversification of services and the expansion of service scope; When the service execution and external interface module is used, volunteers complete operations such as ordering and payment through the embedded interface. The interface can be customized according to volunteer feedback and system requirements to ensure simple and efficient operation; The service execution and external interface module will synchronously feedback the order status to the user in real time to ensure that the user is informed of the service progress in a timely manner. The synchronization mechanism adopts a flexible design and supports multiple communication channels and feedback methods to meet the needs of different user groups.

9. A dynamic volunteer matching system for multi-channel telephone transfer as claimed in claim 1, characterized in that: The service record and feedback module is responsible for recording the service process and results, and collecting user feedback to provide data support for project optimization and service improvement; the specific contents include: Service log: record call recordings, demand content, processing results, and time consumption to facilitate follow-up tracking and return visits; call recordings help the project team understand the details of the service process in order to conduct service quality assessment and problem analysis; at the same time, call recordings are also used as evidence to resolve service disputes; Satisfaction evaluation: After the call, SMS / voice call-back will be automatically sent to collect the elderly’s ratings and understand the service satisfaction. Satisfaction evaluation helps the project team understand the user’s feelings about the service and make improvements based on feedback. Data analysis: Generate reports to guide service optimization and improve service quality; data analysis helps the project team understand service trends and service needs, and adjust service strategies based on data; Technical implementation: Use ELK for log analysis and visualization to facilitate data statistics and analysis; ELK is an open source data analysis and visualization platform that stores, analyzes and visualizes service logs, making it easier for project teams to understand service conditions and make decisions.

10. A dynamic volunteer matching system for multi-channel telephone transfer as claimed in claim 1, characterized in that: The operation method of the system comprises the following steps: S1: Telephone access and routing: The user dials the system phone, and the phone access and routing module receives the call; The module uses speech recognition technology to preliminarily analyze user needs and assign a unique service ID; S2: Dynamic task allocation: The dynamic task allocation engine selects suitable volunteers from the volunteer management module based on language matching, skill matching, load balancing and other rules; The engine assigns tasks to the selected volunteers; S3: Volunteer response and service execution: The volunteer receives the task notification and connects to the localized platform API through the service execution and external interface module; Volunteers use the embedded interface to complete operations such as ordering and payment, and synchronously feedback the order status to the user; S4: Service Records and Feedback: The service record and feedback module records call recordings, demand content, processing results, time consumption and other data; The module conducts satisfaction evaluation and data analysis to provide data support for project optimization; S5: Volunteer status update and monitoring: The volunteer management module updates volunteers’ online status, free time, service volume and other information in real time; The monitoring and disaster recovery module monitors the system health status in real time and automatically detects module anomalies; S6: Disaster recovery and optimization: When the monitoring and disaster recovery module detects an anomaly, it switches to a backup server or downgrades the service to ensure stable operation of the system; The system optimizes service processes and volunteer resource allocation based on the data analysis results of the service record and feedback module.

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