Algorithm-based hospital consultation automation method, and device therefor

Abstract

A device for providing a hospital consultation service based on automatically generated messages is disclosed. The device for providing a consultation service comprises: a memory for storing one or more instructions; and at least one processor for executing the instructions stored in the memory. The processor provides messages automatically generated by a consultation algorithm to a customer, receives feedback messages of the customer, and guides a response service for the received feedback messages of the customer. Therefore, even hospital staff without expertise can easily provide a hospital consultation service based on automatically generated messages.

Description

Method for automating algorithm-based consultation in hospitals and device therefor

[0001] The present disclosure relates to a technology for encouraging and communicating with customers in a hospital. More specifically, the present disclosure relates to a technology for providing services to customers using messages automatically generated according to a treatment type manual and a customer response manual.

[0002] The content described below merely provides background information related to the present embodiment and does not constitute prior art.

[0003] As the number of hospitals increases and competition among them intensifies, each hospital is introducing a systematic customer relationship management (CRM) system as a means of securing patients and managing existing patients.

[0004] For CRM systems used in hospitals, information on existing patients can be comprehensively analyzed and integrated, and services for existing patients can be improved based on this information, thereby encouraging existing patients to return to the hospital.

[0005] Furthermore, hospitals can actively manage and attract patient customers through marketing strategies that maintain relationships with excellent customers and turn them into lifelong customers, while also expanding the potential patient customer base and attracting new patients.

[0006] However, each hospital needs staff with expertise in using CRM systems, and there may be a burden on the hospital due to the introduction of the system and hiring of staff.

[0007] Therefore, even for non-specialized staff, there is a need for effective methods to encourage return visits, communicate with customers, and contribute to hospital sales.

[0008] The problem that this disclosure seeks to solve is to provide a device and method for performing a consultation service based on automatically generated messages to induce a hospital customer to revisit.

[0009] The problems to be solved by the present disclosure are not limited to the problems mentioned above, and other problems not mentioned will be clearly understood by those skilled in the art from the description below.

[0010] To solve the above-described problem, a hospital's automatically generated message-based counseling service providing device includes a memory storing one or more instructions; and at least one processor executing the instructions stored in the memory.

[0011] The one or more instructions, when executed by the at least one processor, may cause the consulting service providing device to perform at least one operation.

[0012] The at least one action may include an action of providing a message automatically generated by a consulting algorithm to a customer; an action of receiving a customer feedback message; and an action of guiding a response service for the received customer feedback message.

[0013] The above-mentioned action of guiding the response service may include an action of providing a treatment type manual of the hospital and a response manual for the customer's message; and an action of automatically generating a response message for the customer's feedback message through the consultation algorithm based on the provided treatment type manual and response manual.

[0014] The action of providing a message automatically generated by the above-mentioned consultation algorithm to a customer may include an action of providing a message encouraging a visit to the customer or a marketing-related message to a terminal corresponding to the customer based on the customer's consultation record or visit record.

[0015] The action of providing the above response manual may include an action of providing the treatment type manual and the response manual in a customized manner to the customer based on the consultation algorithm, based on the customer's consultation record or visit record.

[0016] The at least one action may include an action of displaying the automatically generated response message in a chat window with the customer; and an action of transmitting the response message to a terminal corresponding to the customer by a transmission trigger operation, wherein the automatically generated response message is editable.

[0017] The above displaying action may include an action of recommending one or more response messages for each treatment type corresponding to the customer based on the consultation algorithm; and an action of displaying a response message selected by user operation from among the recommended response messages in a chat window with the customer.

[0018] In addition, a method for providing a hospital's automatically generated message-based consultation service performed by a processor according to the present disclosure may include a step of providing a customer with a message automatically generated by a consultation algorithm; a step of receiving a customer's feedback message; and a step of guiding a response service for the received customer's feedback message.

[0019] The step of guiding the above response service may include a step of providing a treatment type manual of the hospital and a response manual for the customer's message; and a step of automatically generating a response message for the customer's feedback message through the consultation algorithm based on the provided treatment type manual and response manual.

[0020] The step of providing a message automatically generated by the above-mentioned consultation algorithm to a customer may include a step of providing a message encouraging a visit to the customer or a marketing-related message to a terminal corresponding to the customer based on the customer's consultation record or visit record.

[0021] The step of providing the above response manual may include a step of providing the treatment type manual and the response manual based on the consultation algorithm in a customized manner to the customer based on the customer's consultation record or visit record.

[0022] The method for providing the above-mentioned consultation service further includes a step of displaying the automatically generated response message in a chat window with the customer; and a step of transmitting the response message to a terminal corresponding to the customer by a transmission trigger operation, wherein the automatically generated response message is editable.

[0023] The displaying step may include a step of recommending one or more response messages for each treatment type corresponding to the customer based on the consultation algorithm; and a step of displaying a response message selected by a user operation from among the recommended response messages in a chat window with the customer.

[0024] In addition, a computer program stored in a computer-readable recording medium may be further provided to execute a method for implementing the present disclosure.

[0025] In addition, a computer-readable recording medium recording a computer program for executing a method for implementing the present disclosure may be further provided.

[0026] By providing a consultation service based on automatically generated messages to induce re-visits of hospital customers through various embodiments of the present disclosure, re-visits of customers can be induced and hospital sales can be increased.

[0027] The effects of the present invention are not limited to the effects mentioned above, and other effects not mentioned will be clearly understood by those skilled in the art from the description below.

[0028] Figure 1 is a drawing for schematically explaining a hospital service system according to the present disclosure.

[0029] FIG. 2 is a block diagram showing the configuration of a hospital's automatically generated message-based consultation service providing device according to the present disclosure.

[0030] FIG. 3 is a sequence diagram illustrating a method for providing a hospital's automatically generated message-based consultation service according to the present disclosure.

[0031] Figures 4 to 7 illustrate screens for providing a hospital's automatically generated message-based consultation service according to the present disclosure.

[0032] FIG. 8 and FIG. 9 are diagrams for explaining a method of organizing a customer's hospital service information into a database and utilizing it for marketing purposes to induce a customer's re-visit according to the present disclosure.

[0033] Throughout this disclosure, the same reference numerals denote the same components. This disclosure does not describe all elements of the embodiments, and any content that is common in the technical field to which this disclosure pertains or that overlaps between embodiments is omitted. The terms 'part, module, element, block' used in the specification may mean executable software (or code, instructions, or programs). Alternatively, the 'part, module, element, block' may be implemented as hardware having a structure. According to embodiments, multiple 'parts, modules, elements, blocks' may be implemented as a single component, or a single 'part, module, element, block' may include multiple components.

[0034] Throughout the specification, when a part is said to be "connected" to another part, this not only means physical contact (or, connection), but also connection through another intervening entity. Accordingly, "connection" can mean not only a state of physical direct contact, but also a state in which another entity is intervening. Meanwhile, "connection" can also mean a "logical connection" in addition to a physical connection, which can also mean connection based on wireless communication.

[0035] When a part is said to "include" a component, this means that it can also include other components, unless otherwise stated.

[0036] Throughout the specification, when we say that an element is "on" another element, this includes not only cases where the element is in contact with the other element, but also cases where another element exists between the two elements.

[0037] The terms first, second, etc. are used to distinguish one component from another, and the components are not limited by the aforementioned terms.

[0038] Singular expressions may also have plural meanings unless the context clearly indicates otherwise.

[0039] The identification codes for each step are used for convenience of explanation and do not describe the order of each step. Each step may be performed in a different order than specified unless the context clearly indicates a specific order.

[0040] The operating principle and embodiments of the present disclosure are described below with reference to the attached drawings.

[0041] FIG. 1 is a drawing schematically illustrating a hospital service system (1000) according to the present disclosure.

[0042] Referring to FIG. 1, the hospital service system (1000) is a system that provides various services to customers (e.g., patients, etc.) who have received or are scheduled to receive hospital services, and may be a hospital integrated system that communicates with related terminals, related devices, and related systems.

[0043] The hospital's service system (1000) may include a hospital's automatically generated message-based consultation service providing device (100, hereinafter referred to as 'consultation service providing device') and a terminal (200) (200A to 200C) possessed by a user (e.g., a customer).

[0044] The consultation service providing device (100) may be a device for comprehensively performing and managing hospital consultations, visits, and various reservations, and may guide response services so that hospital staff can meet the needs of various customers in a customized manner.

[0045] The counseling service providing device (100) may provide a treatment type manual and / or a response manual for customer messages when guiding a response service, and may provide a chat screen to enable communication with the customer.

[0046] The consultation service providing device (100) can provide consultation and response services through applications (APs) (AP1 to AP3). The consultation service providing device (100) can encourage customers who visit offline for the first time to install the corresponding application (AP) through hospital staff. In an embodiment, the consultation service providing device (100) can induce the download of the application (AP) by having the terminal of the customer who visits for the first time place a preset code (e.g., QR code) within the shooting range of the terminal, and can provide a link for downloading the application (AP) to the customer's terminal. In case of providing a consultation service based on the web, the link information can be provided to the customer's terminal, but the present disclosure is not limited thereto. The consultation service providing device (100) can communicate with a plurality of terminals (200) through the provided applications (APs). The consultation service providing device (100) can transmit a customized, automatically generated message to the multiple terminals (200) according to preset criteria to induce the customer to revisit the hospital.

[0047] In addition, the consultation service providing device (100) can provide a response guide service to provide consultation services to a customer's terminal (200) so that even hospital staff with low expertise can perform consultations and responses related to treatment without difficulty (S1).

[0048] At least some of the plurality of terminals (200) can provide customer feedback (e.g., feedback message) to the consultation service providing device (100) and request a reservation for consultation and / or visit (S2).

[0049] The counseling service providing device (100) has multiple counseling algorithms and can provide customized counseling algorithms to hospital staff according to each situation, and can guide response services to customer feedback messages.

[0050] For example, the counseling service providing device (100) can automatically generate a response message to a customer's message and provide it to a hospital staff member, and the hospital staff member can immediately send the automatically generated response message or edit and send it.

[0051] Figure 2 is a block diagram showing the configuration of a consulting service providing device (100) according to the present disclosure.

[0052] Referring to FIG. 2, the counseling service providing device (100) may include a communication unit (110), an input unit (120), a display (130), a memory (150), and at least one processor (190). The components of the counseling service providing device (100) illustrated in FIG. 2 are not essential for implementing the counseling service providing device (100) according to the present disclosure, and thus the counseling service providing device (100) described in this specification may have more or fewer components than the components listed above.

[0053] Among the above components, the communication unit (110) may include one or more components that enable communication with various devices equipped with a communication device, and may include, for example, at least one of a wired communication device, a cellular-based wireless communication device, an IEEE 802.11-based (e.g., may be named Wifi)-based wireless communication device, a short-range communication-based (e.g., may be, but is not limited to, Bluetooth, Bluetooth low energy, UWB, Zigbee)-based communication device, and a location information module. For example, the consultation service providing device (100) may transmit and / or receive data with a server through the communication unit (110). Here, the server may provide data to the consultation service providing device (100) that causes at least some of the operations performed by various embodiments of the present disclosure to be performed, as described above. For example, if the counseling service providing device (100) is implemented as a standalone type, those skilled in the art will understand that data transmission and / or reception between the counseling service providing device (100) and the server is not required. The communication unit (110) may include a transceiver, a communicator, etc.

[0054] The input unit (120) is for inputting image information (or signal), audio information (or signal), data, or information input from a user, and may include at least one camera, a touch input device equipped on a touch screen, and / or at least one microphone, but is not limited thereto. Touch input, voice data, and / or image data for the touch screen collected by the input unit (120) may be analyzed and processed as a user's control command. The input unit (120) may include various input devices (inputters).

[0055] The camera processes image frames, such as still images or moving images, obtained by the image sensor in shooting mode. The processed image frames may be displayed on a display (130, or the screen of the counseling service providing device (100) of the present disclosure) or stored in memory (150).

[0056] A microphone (hereinafter referred to as "microphone") processes external acoustic signals into electrical voice data. The processed voice data can be utilized in various ways depending on the function (or application) being performed by the device. Meanwhile, the microphone can implement various noise-reduction algorithms to eliminate noise generated during the process of receiving external acoustic signals.

[0057] The output unit is for generating output related to visual, auditory, or tactile sensations, and may include at least one of a display (130), at least one speaker, a haptic module, and an optical output device. The display (130) may be formed as a layer structure with a touch input device or formed as an integral part, thereby implementing a touch screen. Such a touch screen may perform an output function and / or an input function. The output device may include a device (outputter) for various outputs.

[0058] According to an embodiment, the counseling service providing device (100) may include a sensor, and sense at least one of information associated with at least one entity included in the counseling service providing device (100), information about the surrounding environment of the counseling service providing device (100), and information about a user wearing (or carrying) the counseling service providing device (100), and provide a sensing signal corresponding thereto. The processor (190) may control the driving and / or operation of the counseling service providing device (100) based on the sensing signal, or perform data processing, functions, or operations related to an application installed in the device.

[0059] The memory (150) can store at least one instruction that causes the performance of various functions of the counseling service providing device (100). The memory (150) can store data for content expression (e.g., music files, still images, moving images, etc.). The memory (150) can store at least one application program (or application) that causes the execution of operations performed by various embodiments of the present disclosure driven by the counseling service providing device (100), data for the operation of the counseling service providing device (100), and commands. At least some of these application programs can be downloaded from an external server via wireless communication. The counseling service providing device (100) can, for example, download an application and store it in the memory (150). The counseling service providing device (100) can perform operations performed by various embodiments of the present disclosure by executing the application. Alternatively, the counseling service providing device (100) may temporarily download data that causes the operations performed by various embodiments of the present disclosure to be performed from a server (for example) and store the data in the memory (150).

[0060] The memory (150) may include a storage medium corresponding to at least one type of a flash memory type, a hard disk type, an SSD (Solid State Disk type), an SDD (Silicon Disk Drive type), a multimedia card micro type, a card type memory (e.g., SD or XD memory, etc.), a random access memory (RAM), a static random access memory (SRAM), a read-only memory (ROM), an electrically erasable programmable read-only memory (EEPROM), a programmable read-only memory (PROM), a magnetic memory, a magnetic disk, and an optical disk. Those skilled in the art will understand that the memory (150) may also mean, for example, a cache memory for linking with the processor (190) and / or a cache memory and / or a register included in the processor (190). Additionally, the memory (150) may be a database that is separate from the consulting service providing device (100) but connected by wire or wirelessly, and may be implemented as a database system.

[0061] The processor (190) may include one or more processors and may include at least one core. The processor (190) may execute instructions stored in the memory (150). The processor (190) may be implemented with a memory that stores data regarding an algorithm for controlling the operation of components within the counseling service providing device (100) or a program that reproduces the algorithm, and at least one processor (not shown) that performs the aforementioned operations using the data stored in the memory. In this case, the memory and the processor may be implemented as separate chips. Alternatively, the memory and the processor may be implemented as a single chip.

[0062] In an embodiment, the counseling service providing device (100) may provide various UIs in the form of web services based on a platform, such as a website or web application, but is not limited thereto. Furthermore, the platform may be provided in the form of a PC application, a mobile application, etc., but the embodiment is not limited thereto. In this case, various user terminals may utilize various UIs provided by the counseling service providing device (100) based on a platform. The application (AP) disclosed in FIG. 1 may also be created based on a platform, and may be implemented based on a cloud, depending on an implementation example.

[0063] At least one component may be added or deleted to correspond to the performance of the components illustrated in Figure 2. Furthermore, it will be readily apparent to those skilled in the art that the relative positions of the components may be altered to correspond to the performance or structure of the system.

[0064] Meanwhile, each component illustrated in FIG. 2 refers to software and / or hardware components such as a Field Programmable Gate Array (FPGA) and an Application Specific Integrated Circuit (ASIC).

[0065] The processor (190) controls the processing of input data according to predefined operating rules or artificial intelligence models stored in the memory (150). Alternatively, if one or more processors are artificial intelligence-dedicated processors, the artificial intelligence-dedicated processors may be designed with a hardware structure specialized for processing a specific artificial intelligence model.

[0066] The predefined operation rules or artificial intelligence models are characterized by being created through learning. Here, being created through learning means that the basic artificial intelligence model is learned by a learning algorithm using a plurality of learning data, thereby creating a predefined operation rules or artificial intelligence model set to perform a desired characteristic (or purpose). This learning may be performed on the device itself on which the artificial intelligence according to the present disclosure is performed, or may be performed through a separate server and / or system. Examples of the learning algorithm include, but are not limited to, supervised learning, unsupervised learning, semi-supervised learning, or reinforcement learning.

[0067] An artificial intelligence model may be composed of multiple neural network layers. Each of the multiple neural network layers has multiple weight values, and performs neural network operations through operations between the operation results of the previous layer and the multiple weights. The multiple weights of the multiple neural network layers may be optimized based on the learning results of the artificial intelligence model. For example, the multiple weights may be updated so that the loss value or cost value obtained from the artificial intelligence model is reduced or minimized during the learning process. The artificial neural network may include a deep neural network (DNN), and examples thereof include, but are not limited to, a convolutional neural network (CNN), a deep neural network (DNN), a recurrent neural network (RNN), a restricted boltzmann machine (RBM), a deep belief network (DBN), a bidirectional recurrent deep neural network (BRDNN), or deep Q-networks.

[0068] According to an exemplary embodiment of the present disclosure, a processor can implement artificial intelligence. Artificial intelligence refers to a machine learning method based on an artificial neural network that imitates human neurons (biological neurons) to enable machines to learn. Artificial intelligence methodologies can be categorized into supervised learning, in which input data and output data are provided together as training data depending on the learning method, so that the solution (output data) to the problem (input data) is determined; unsupervised learning, in which only input data is provided without output data, so that the solution (output data) to the problem (input data) is not determined; and reinforcement learning, in which a reward (Reward) is provided from an external environment whenever an action (Action) is taken in the current state (State), and learning is performed in a direction to maximize this reward. In addition, artificial intelligence methodologies can be categorized according to the architecture of the learning model. The architectures of widely used deep learning technologies can be categorized into convolutional neural networks (CNNs), recurrent neural networks (RNNs), transformers, and generative adversarial networks (GANs).

[0069] The present device and system may include an artificial intelligence model. The artificial intelligence model may be a single artificial intelligence model or may be implemented as multiple artificial intelligence models. The artificial intelligence model may be composed of a neural network (or artificial neural network) and may include statistical learning algorithms that mimic biological neurons in machine learning and cognitive science. A neural network may refer to a model in general that has problem-solving capabilities by changing the binding strength of synapses through learning, formed by artificial neurons (nodes) that form a network by combining synapses. The neurons of the neural network may include a combination of weights or biases. The neural network may include one or more layers composed of one or more neurons or nodes. For example, the device may include an input layer, a hidden layer, and an output layer. The neural network constituting the device can infer a desired result (output) from an arbitrary input (input) by changing the weights of neurons through learning.

[0070] The processor can create a neural network, train (or learn) a neural network, perform a calculation based on received input data, generate an information signal based on the calculation result, or retrain the neural network. The models of the neural network can include various types of models such as CNN (Convolution Neural Network) such as GoogleNet, AlexNet, VGG Network, R-CNN (Region with Convolution Neural Network), RPN (Region Proposal Network), RNN (Recurrent Neural Network), S-DNN (Stacking-based deep Neural Network), S-SDNN (State-Space Dynamic Neural Network), Deconvolution Network, DBN (Deep Belief Network), RBM (Restrcted Boltzman Machine), Fully Convolutional Network, LSTM (Long Short-Term Memory) Network, Classification Network, etc., but are not limited thereto. The processor can include one or more processors for performing calculations according to the models of the neural network. For example, the neural network can be a deep neural network. It may include a deep neural network.

[0071] Neural networks include CNN (Convolutional Neural Network), RNN (Recurrent Neural Network), perceptron, multilayer perceptron, FF (Feed Forward), RBF (Radial Basis Network), DFF (Deep Feed Forward), LSTM (Long Short Term Memory), GRU (Gated Recurrent Unit), AE (Auto Encoder), VAE (Variational Auto) Encoder), DAE (Denoising Auto Encoder), SAE (Sparse Auto Encoder), MC (Markov Chain), HN (Hopfield Network), BM (Boltzmann Machine), RBM (Restricted Boltzmann Machine), DBN (Depp Belief Network), DCN (Deep Convolutional Network), DN (Deconvolutional Network), DCIGN (Deep Convolutional Inverse Graphics Network), Generative Adversarial Network (GAN), Liquid State Machine (LSM), Extreme Learning Machine (ELM), It will be understood by those skilled in the art that any neural network may be included, including but not limited to ESN (Echo State Network), DRN (Deep Residual Network), DNC (Differentiable Neural Computer), NTM (Neural Turning Machine), CN (Capsule Network), KN (Kohonen Network), and AN (Attention Network).

[0072] According to an exemplary embodiment of the present disclosure, the processor may be configured to perform a process for generating a CNN (Convolution Neural Network) such as GoogleNet, AlexNet, VGG Network, Region with Convolution Neural Network (R-CNN), Region Proposal Network (RPN), Recurrent Neural Network (RNN), Stacking-based deep Neural Network (S-DNN), State-Space Dynamic Neural Network (S-SDNN), Deconvolution Network, Deep Belief Network (DBN), Restrcted Boltzman Machine (RBM), Fully Convolutional Network, Long Short-Term Memory (LSTM) Network, Classification Network, Generative Modeling, eXplainable AI, Continual AI, Representation Learning, AI for Material Design, BERT, SP-BERT, MRC / QA for natural language processing, Text Analysis, Dialog System, GPT-3, GPT-4, Visual Analytics for vision processing, Visual Understanding, Video Synthesis, ResNet for data intelligence, Anomaly Detection, Prediction, Time-Series Forecasting, Various artificial intelligence structures and algorithms, including optimization, recommendation, and data creation, can be utilized, but are not limited thereto. Hereinafter, embodiments of the present disclosure will be described in detail with reference to the attached drawings.

[0073] Figure 3 is a sequence diagram illustrating a method for providing a hospital-based consultation service based on automatically generated messages according to the present disclosure. Figure 4 illustrates the main screen for providing a hospital-based consultation service based on automatically generated messages according to the present disclosure. Figures 5 to 7 are drawings partially illustrating the main screen illustrated in Figure 4.

[0074] At step S310, the processor (190) of the counseling service providing device (100) can provide a message automatically generated by the counseling algorithm to the customer.

[0075] The processor (190) may pre-register (e.g., store or use) one or more counseling algorithms, and the counseling algorithm may be logic for recommending and providing automatically generated messages for counseling and / or responding to a customer's treatment.

[0076] Here, treatment can encompass a wide range of services a hospital can provide to customers, including treatment, care, and counseling. Automatically generated messages can include at least one of text, images, videos, event information, and announcement information, but the embodiments are not limited thereto.

[0077] The processor (190) can manage a consultation algorithm based on tags, and tags can include treatment categories (or procedure categories) and treatment types that fall under the treatment categories. Treatment categories can vary depending on each medical specialty, and treatment types can include sub-concepts of the treatment categories, or products and / or processes required for treatment within the treatment categories.

[0078] When a specific treatment type or treatment product is created, the processor (190) can categorize it by adding it as a subcategory of a specific treatment category, and the treatment type tag can be used as data for analyzing customer characteristics (e.g., consumption ability, consumption tendency, etc.) by being linked to characteristic information of the type / product.

[0079] The processor (190) can set the logic execution time of each counseling algorithm. For example, the processor (190) can execute each counseling algorithm in the background and set the execution time in advance so that it is executed at a specific time.

[0080] The processor (190) can set the logic execution time of each counseling algorithm as well as the execution time of the automatically generated message recommended and / or suggested by each counseling algorithm (e.g., the time to send to the customer or the time to display on the main screen, etc.).

[0081] The processor (190) may provide a message encouraging the customer to visit and / or a marketing-related message to a terminal corresponding to the customer based on the customer's consultation record or visit record.

[0082] The processor (190) can display the customer's previous consultation history, and when a specific visit encouragement message was sent in the customer's previous consultation, if there was positive feedback or visit from the customer, the processor can provide a message encouraging the customer's visit and / or a marketing-related message to the terminal corresponding to the customer based on this.

[0083] In addition, the processor (190) may provide a message encouraging the customer to visit and / or a marketing-related message to a terminal corresponding to the customer based on the customer's visit record, if there is a treatment or process that is an extension of the treatment the customer has undergone.

[0084] In an embodiment, the processor (190) may execute each counseling algorithm in a process or thread manner, and may execute the counseling algorithm corresponding to a preset execution time. For example, the processor (190) may preset the conditions under which each counseling algorithm is to be executed, and may execute the counseling algorithm based on a specific time point, a specific cycle, etc., or may execute the counseling algorithm when a specific event occurs (e.g., an epidemic, a fine dust index exceeding a preset value, a preset temperature, humidity value, etc.), but the execution conditions are not limited to the present disclosure.

[0085] In an embodiment, the processor (190) can correspond the consultation algorithm to an unmanned consultation robot, and when the consultation algorithm is executed by the unmanned robot, the consultation algorithm cannot be interrupted by the operation of hospital staff (exceptions may apply), and the unmanned robot can proceed with the consultation. If there is a request by a user operation, the processor (190) can change the consultation subject from the unmanned robot to a hospital staff member.

[0086] In an embodiment, if a consultation is conducted by an unmanned consultation robot, the processor (190) may compile the consultation content into a log and store the consultation content in memory (150) so that an administrator can later evaluate the appropriateness of the consultation content. In addition, if a consultation is conducted by an unmanned consultation robot, the processor (190) may provide a notification to the relevant terminal.

[0087] At step S320, the processor (190) can receive a customer feedback message for the automatically generated message.

[0088] The processor (190) may transmit various automatically generated messages to the customer's terminal to encourage the customer to return. The automatically generated messages may include greeting messages, messages related to the progress of treatment during a hospital visit, messages necessary or recommended regarding treatment during a previous visit, marketing messages, etc. The format of the automatically generated messages may include at least one of text, image, video, service link information, event information, and notice information, but the embodiments are not limited thereto.

[0089] The processor (190) can evaluate the performance of the consultation algorithm and the automatically generated message of the consultation algorithm by differentially assigning a score when a customer feedback message is received for an automatically generated message, when the customer feedback message is a positive message for consultation and / or visit, when the customer feedback message is a negative message for consultation and / or visit, or when the customer feedback message is not received for a specific period of time.

[0090] The processor (190) can evaluate the performance of each counseling algorithm based on the customer's feedback message and then reflect it in the counseling algorithm operation plan.

[0091] At step S330, the processor (190) can guide a response service for the received customer feedback message.

[0092] Specifically, in step S331, the processor (190) can provide a hospital treatment type manual and a response manual for the customer's message.

[0093] The treatment type manual may include treatment type information corresponding to various departments (e.g., dermatology, rehabilitation medicine, etc.), treatment methods corresponding to the treatment type, treatment products, treatment processes, treatment precautions, etc., but the examples are not limited thereto.

[0094] The treatment type manual can be implemented in dictionary form based on tags according to the patient's treatment type, and can be provided by expanding the treatment type manual area that requires customer guidance.

[0095] The response manual may include response directions, response methods, response messages, etc. according to customer messages, but the examples are not limited thereto.

[0096] The processor (190) can provide a customized treatment type manual and response manual based on a consultation algorithm based on the customer's consultation record or visit record.

[0097] In an embodiment, the processor (190) may cause information related to the customer's previous treatment type (including treatment classification and / or treatment type, etc.) to be placed at the top of the screen based on the customer's consultation record and / or visit record.

[0098] The processor (190) can display on the screen, based on the customer's consultation record and / or visit record, information related to treatment that needs to be performed after a previous consultation or visit, and can highlight and display the information.

[0099] The processor (190) can also provide a customized response manual based on a consultation algorithm through a customer feedback message. The processor (190) can provide a response manual for positive customer feedback messages and a response manual for negative customer feedback messages.

[0100] The processor (190) may provide a phrase indicating an emotional state in a customer's feedback message using a pre-installed emotional state identification model. The emotional state identification model may include an emotional expression database and may be a model trained to output the corresponding emotional state when a phrase, emoticon, etc., contains an emotional state. To this end, the processor (190) may utilize a syntax analysis algorithm, a morphological analysis algorithm, etc., but the embodiment is not limited thereto.

[0101] The processor (190) can display consultation examples based on the customer's consultation records and / or visit records stored in the memory (150). When the processor (190) receives a feedback message corresponding to a specific treatment type of the customer, it can display a corresponding consultation example in cases where a positive outcome (e.g., a revisit, consultation progress, etc.) is achieved, and the hospital staff can proceed with the consultation with reference to this.

[0102] In step S333, the processor (190) can automatically generate a response message to the customer's feedback message through a consultation algorithm based on the provided treatment type manual and response manual.

[0103] At step S335, the processor (190) can display an automatically generated response message in a chat window with the customer.

[0104] At step S337, the processor (190) can transmit a response message to the terminal corresponding to the customer by means of a transmission trigger operation. At this time, the automatically generated response message can be edited.

[0105] The processor (190) can recommend one or more response messages for each type of treatment corresponding to the customer based on a consultation algorithm, and can display a response message selected by user operation from among the recommended response messages in a chat window with the customer.

[0106] Referring to FIGS. 4 to 7 together, the processor (190) can output the main screen to the display (130).

[0107] The processor (190) can configure the main screen differently for each hospital. The processor (190) can separately manage information specific to each hospital, and can also utilize shared information that can be shared among various hospitals. The processor (190) can provide the main screen on a SaaS (software as a service) basis, but the present disclosure is not limited thereto.

[0108] The processor (190) can divide the main screen into a plurality of areas (AR) (AR1 to AR6), and can display a screen window control menu (moving to previous screen, moving to next screen, refreshing, changing screen minimum, changing screen maximum, deleting screen, etc.) in the first area (AR1), and can display various selection menus in the second area (AR2), and the processor (190) can display menus for performing authority change (511), notification (512), administrator chat (513), consultation (514), customer management (515), algorithm-related (consultation and / or marketing) (516), reservation management (517), employee management (518), notices (519), events (520), home care content (521), and settings (522) in the second area (AR2).

[0109] The processor (190) can display a message inbox in the third area (AR3). The processor (190) can display the status of a message (waiting, in progress, completed, total number of messages, etc.) (531) and can assign a priority (533) to a customer's message and display it at the top of the third area (AR3). In addition, the processor (190) can display the messages by sorting them based on various options (532, e.g., most recent conversations, highest sales customers, customers with a high number of repeat visits due to marketing, etc.).

[0110] In an embodiment, the processor (190) may place messages received but not confirmed by a representative, messages from excellent customers, etc., at the top of the inbox, but the present disclosure is not limited thereto. Furthermore, the processor (190) may place messages requesting consultation or a visit at the top, and messages requesting general consultation at the bottom, but the present disclosure is not limited thereto.

[0111] The processor (190) can display a treatment type manual in the fourth area (AR4). For example, in the case of dermatology, the processor (190) can display skin booster, beauty (filler, etc.), botox, tattoo removal, skin correction laser, pore / wound laser, cryotherapy, beauty (lifting, etc.), thread lifting, high-frequency lifting, liftera lifting, foot care, etc. In the case of orthopedics, rehabilitation medicine, etc., the processor (190) can display various manual therapy programs (A, B, C), but the present disclosure is not limited thereto.

[0112] In an embodiment, the processor (190) may display (541) guidance information related to tattoo removal (e.g., 'In the case of eyebrow or eyelash tattoo removal, the hair will turn white and the fluff will start to grow back within about a month', 'Ice compresses are helpful for swelling and redness on the day of the procedure, and in severe cases, blisters may occasionally form. In this case, guidance is given to visit a hospital for treatment', etc.) in the fourth area (AR4) if the customer is related to tattoo removal (541), and may display precautions (543).

[0113] At this time, the processor (190) can separately extract precautions from the guidance information related to tattoo removal. For example, the processor (190) can highlight information about the tattoo area, potential pain occurring at the tattoo area, symptom information, time-related information, etc., and when the send button is selected by the user, the corresponding precautions can be transmitted to the customer's terminal.

[0114] In this embodiment, the processor (190) may determine the customer's treatment type based on the customer's treatment history, consultation history, visit history, feedback messages, etc. The processor (190) may place information related to the determined treatment type at the top, and may proceed with a process of confirming whether the determined treatment type is a treatment type of interest during a chat with the customer.

[0115] If the customer's treatment type is not a determined treatment type, the processor (190) may ask the customer about the treatment type, and if the customer mentions the treatment type through a chat window via a feedback message, the processor (190) may display a treatment type manual related to the mentioned treatment type at the top of the screen.

[0116] In an embodiment, the processor (190) may display a treatment type manual and a response manual, and assist with consultation by highlighting portions that require mention during the consultation. For example, the processor (190) may highlight content that must be mentioned in a specific treatment type and reflect it in an automatically generated message. Furthermore, the processor (190) may highlight content that must be mentioned in a response message and reflect it in an automatically generated message.

[0117] The processor (190) can display a chat (551 to 554) with a customer in the fifth area (AR5).

[0118] The processor (190) can activate or deactivate the automatic generation of response messages from the consultation algorithm (555). If the automatic message generation function is activated, the processor (190) displays the message and, when a transmission trigger command from a hospital staff member is input (e.g., clicking the transmission button), transmits the message to the customer's terminal (553), indicating that the message was generated by the algorithm bot.

[0119] The processor (190) can transmit a response message (552) and display information about the sender (e.g., 'Lee OO') (552) when the automatic response message generation function is disabled or when the hospital staff intentionally does not use the automatic response message generation function.

[0120] In an embodiment, the processor (190) may store the consultation content of the consultation bot in the memory (150) when the consultation bot provides consultation.

[0121] In an embodiment, if the customer terminal does not receive the transmitted response message, the processor (190) can remove the response message from the chat window using the "Recall" function. The processor (190) can preset the management staff who can use the "Recall" function.

[0122] In an embodiment, the processor (190) may display automatically generated response messages in a chat window with the customer, and may provide a user interface that lists recommended messages by type within a response guide, allowing hospital staff to select a corresponding message and send the response message. In this case, the processor (190) may display and provide response messages that received a favorable response from the customer and / or response messages that had a high rate of customer re-visit at the top of the recommended messages.

[0123] In an embodiment, the processor (190) can recognize a patient's feedback message and automatically recommend a recommended response message. The processor (190) can recommend the most effective response message to the patient's feedback message recognized among previously conducted consultation examples.

[0124] To this end, the processor (190) can analyze multiple response messages and feedback messages before sending a response message and display the response message with the highest customer revisit rate or the response message with positive customer feedback in the chat window.

[0125] After the processor (190) displays an automatically generated message, the transmission trigger for text guidance information and image information, etc. can be performed by user operation.

[0126] The processor (190) provides an area where the customer's previous treatment history can be checked, so that consultation can be conducted based on the provided information.

[0127] In addition, the processor (190) can secure the customer's treatment / procedure results through linkage with various EMRs (electronic medical records) and CRMs (customer relationship management), etc., so that consultation services can be provided based on accurate previous medical records during consultation.

[0128] If a person in charge mapped to a customer is not specified, the processor (190) can display this on the screen (550).

[0129] The processor (190) can display a customer information / reservation information selection menu (560) in the sixth area (AR6), and when customer information is selected, the customer's name (561), chart number (562), date of birth, gender, patient type (e.g., re-examination), and customer memo information (563). The customer memo information can include disease information, medication information, treatment type, treatment site, cost information, referral route information, contact type, etc.

[0130] The processor (190) can display a response manual (564). For example, the processor (190) can display a response manual necessary when the patient is dissatisfied with the treatment, when it is difficult to determine satisfaction / dissatisfaction, when the patient is satisfied with the treatment, etc., and the processor (190) can provide a response manual based on the type of treatment and the emotional state of the customer.

[0131] For example, if the processor (190) is dissatisfied with the treatment, it can guide the patient to confirm the dissatisfied part, to check the symptom and to visit the hospital for improvement, and to schedule the earliest visit, etc. If it is difficult to confirm satisfaction / dissatisfaction, the processor (190) can guide the patient to express empathy for the customer, to recommend consultation for improved effects on the area of ​​concern, and to schedule the earliest visit, etc. If the patient is satisfied, the processor (190) can guide the patient to express empathy, to express interest in the customer, and to decide whether to proceed with additional treatment, etc.

[0132] The processor (190) can select and display customer information or reservation information in the sixth area. When making a reservation, the processor (190) can recommend a recommended reservation time (567).

[0133] Additionally, when reservation information is selected (560), the processor (190) can display current reservation information and set a reservation time through the reservation menu (571). In an embodiment, the processor (190) can recommend reservations for each recommended time for the corresponding procedure.

[0134] The processor (190) can provide a list of customers to be contacted and a customer analysis page for managing customer re-visits.

[0135] The processor (190) can store the name, date of birth, contact information, treatment type information, etc. of the customer who will receive the push message (automatically generated message), and then send the push message at a preset time and check whether it has been received. If the customer does not respond even after receiving the push message a preset number of times, the processor (190) can send the push message after a preset time or exclude the customer from the list of customers to whom the push message has been sent.

[0136] In an embodiment, the processor (190) may allow consultation algorithms corresponding to multiple treatment types within the same treatment category to compete. For example, the processor (190) may determine the marketing effectiveness of multiple consultation algorithms related to elasticity and wrinkles based on a predetermined period of time. The processor (190) may update the consultation algorithm with the highest marketing effectiveness by executing various algorithms for each treatment category, but the present disclosure is not limited thereto.

[0137] FIG. 8 and FIG. 9 are diagrams for explaining a method of organizing a customer's hospital service information into a database and utilizing it for marketing purposes to induce a customer's re-visit according to the present disclosure.

[0138] The processor (190) can build a database of the customer's hospital service information to encourage the customer to revisit, and the built database can be placed inside the hospital or in an authorized external location.

[0139] The processor (190) can build information on returning patients to effectively conduct the hospital's own marketing. The processor (190) can provide overall customer visitor information, recent customer visitor information, etc., and can manage customer treatment, visit purpose, and treatment performed / implemented information based on tags for marketing purposes.

[0140] For example, the processor (190) can update the customer's treatment / hospital services, services of interest, etc., using the classification information. The processor (190) can perform marketing activities based on the updated information.

[0141] The processor (190) can list all customer information and output it to the display (130). The processor (190) can sort all customers based on various filters, such as by excellent customers, by customers who responded effectively to feedback messages, by customers who recently visited, and by customers according to the type of procedure / treatment received. In addition, the processor (190) can list customer information in order of most recently registered or unregistered tags. In this way, the processor (190) can guide the hospital to perform its own marketing services using a pre-built database.

[0142] Meanwhile, the disclosed embodiments may be implemented in the form of a recording medium storing computer-executable instructions. The instructions may be stored in the form of program code, and when executed by a processor, may generate program modules to perform the operations of the disclosed embodiments. The recording medium may be implemented as a computer-readable recording medium.

[0143] Computer-readable storage media include all types of storage media that store instructions that can be deciphered by a computer. Examples include read-only memory (ROM), random access memory (RAM), magnetic tape, magnetic disks, flash memory, and optical data storage devices.

[0144] The disclosed embodiments have been described with reference to the attached drawings as described above. Those skilled in the art will understand that the present disclosure can be implemented in forms other than the disclosed embodiments without altering the technical spirit or essential features of the present disclosure. The disclosed embodiments are illustrative and should not be construed as limiting.

Claims

1. As a device for providing consultation services based on automatically generated messages in hospitals, Memory that stores one or more instructions; and At least one processor configured to execute the instructions stored in the memory, The one or more instructions, when executed by the at least one processor, cause the consulting service providing device to perform at least one operation; At least one of the above actions: An action that provides a customer with a message automatically generated by a consulting algorithm; Actions to receive customer feedback messages: and Includes an action to guide a response service for the customer feedback message received above, The actions that guide the above response service are: The action of providing the treatment type manual of the above hospital and the response manual to the customer's message; and A counseling service providing device, comprising an operation of automatically generating a response message to the customer's feedback message through the counseling algorithm based on the treatment type manual and response manual provided above.

2. In paragraph 1, The action of providing the customer with a message automatically generated by the above consulting algorithm is as follows: A counseling service providing device, comprising an action of providing a message encouraging a visit to the customer or a marketing-related message to a terminal corresponding to the customer based on the customer's counseling record or visit record.

3. In paragraph 2, The action of providing the above response manual is: A counseling service providing device, comprising an action of providing a treatment type manual and a response manual based on the counseling algorithm in a customized manner to the customer based on the customer's counseling record or visit record.

4. In paragraph 3, At least one of the above actions: An action of displaying the automatically generated response message in a chat window with the customer; and Includes an action of transmitting the response message to the terminal corresponding to the customer by a transmission trigger operation, The above automatically generated response message is an editable, consulting service providing device.

5. In paragraph 4, The above displaying action is, An action of recommending one or more response messages for each treatment type corresponding to the customer based on the above consultation algorithm; and A counseling service providing device, comprising an action of displaying a response message selected by a user operation from among the above recommended response messages in a chat window with the customer.

6. A method for providing a hospital's automatically generated message-based consultation service performed by a processor, A step of providing a message automatically generated by a consulting algorithm to a customer; Steps to receive customer feedback messages: and It includes a step of guiding a response service for the customer feedback message received above, The steps to guide the above response service are: A step of providing a treatment type manual of the above hospital and a response manual to the customer's message; and A method for providing a counseling service, comprising a step of automatically generating a response message to the customer's feedback message through the counseling algorithm based on the provided treatment type manual and response manual.

7. In paragraph 6, The step of providing the customer with a message automatically generated by the above consulting algorithm is: A method for providing a consultation service, comprising the step of providing a message encouraging a visit to the customer or a marketing-related message to a terminal corresponding to the customer based on the customer's consultation record or visit record.

8. In paragraph 7, The steps for providing the above response manual are: A method for providing a counseling service, comprising a step of providing a treatment type manual and a response manual tailored to the customer based on the counseling algorithm based on the customer's counseling record or visit record.

9. In paragraph 8, The above method of providing consultation services is: A step of displaying the automatically generated response message in a chat window with the customer; and Further comprising a step of transmitting the response message to the terminal corresponding to the customer by a transmission trigger operation, The above automatically generated response message is an editable method for providing consultation services.

10. In paragraph 9, The above displaying step is, A step of recommending one or more response messages for each treatment type corresponding to the customer based on the above consultation algorithm; and A method for providing a consultation service, comprising a step of displaying a response message selected by a user operation from among the recommended response messages in a chat window with the customer.

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