Counseling Server Integrating Chatbot Blocks With Instant Messaging
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
There is a need for efficient and easy-to-use non-face-to-face counseling services for companies, particularly through mobile devices, where existing online platform services lack integration of smart technology to manage and conduct counseling effectively.
Innovation Solution
A method and apparatus for a counseling center server that interworks with an instant messaging service by activating a connection with a chatbot server, calling specific chatbot blocks, transmitting user messages, and storing counseling interactions in a counseling ticket, allowing seamless integration of manned and unmanned counseling modes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If chatbot technology is integrated with instant messaging services for counseling, then counseling efficiency and user interaction are enhanced, but system complexity increases
Solution Approach 1:
The patent merges the counseling service system with instant messaging service infrastructure. The counseling center server utilizes existing IM servers, channels, and chat rooms to provide counseling functionality, combining multiple services into a unified platform that leverages existing complexity rather than creating separate systems.
Solution Approach 2:
The counseling center server is designed to perform multiple functions: it can operate in manned mode with counselors, unmanned mode with chatbots, or hybrid mode combining both. The same server handles different counseling modes, user types, and service scenarios, making the system universally applicable without requiring separate specialized systems for each function.
2Adaptability or versatility
If both manned and unmanned counseling modes are supported simultaneously, then service versatility improves, but operational complexity increases
Solution Approach 1:
The system dynamically switches between manned and unmanned counseling modes based on real-time conditions. The counseling center server can activate chatbot blocks when available and switch to human counselors when needed, creating a flexible operational model that adapts to demand rather than maintaining fixed operational procedures.
Solution Approach 2:
The chatbot block acts as an intermediary between users and human counselors. When a user interacts with the chatbot, it processes queries autonomously but can seamlessly transfer complex issues to human counselors through the same communication channel, mediating between automated and human services without requiring separate operational workflows.
3Measurement precision
If chatbot blocks are called based on search results, then response accuracy improves, but processing time increases
Solution Approach 1:
The system performs preliminary actions by pre-defining multiple chatbot blocks with specific functions and pre-processing search queries against stored communication records. When a user asks a question, the system has already organized relevant information and prepared appropriate chatbot responses in advance, enabling faster matching without requiring real-time complex processing.
Data Source
AI summary
Provided are a method and apparatus for providing a counseling service. A method of operating a counseling center server interworking with an instant messaging service includes activating a connection with a chatbot server linked to a channel in a chat room, calling a chatbot block corresponding to a specific task included in the chatbot server through the chat room, transmitting a message received from a terminal of a user connected to the chat room to the chatbot server as an input of the chatbot block, and transmitting an output of the chatbot block in response to the message received from the chatbot server to the terminal of the user.