Counseling Server Ticket Allocation via Instant Messaging
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Solution Overview
Problem
There is a need for efficient and manageable online counseling services that utilize smart technology to facilitate non-face-to-face counseling through mobile devices, while providing various counseling functions such as chat interfaces and chatbots.
Innovation Solution
A method and apparatus for operating a counseling center server that interworks with an instant messaging service, providing a profile of expert accounts for counseling to users, creating counseling tickets based on user inputs, and transmitting counseling content through chat rooms based on the state of the counseling tickets.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If online counseling services are provided through mobile devices with chat interfaces, then accessibility and ease of operation are improved, but service management and control become more difficult
Solution Approach 1:
The patent introduces a server as an intermediary between users and expert accounts. The server manages counseling ticket creation, expert allocation, and session coordination, thereby simplifying the complexity of managing online counseling services while maintaining ease of access for users through their mobile devices.
Solution Approach 2:
The system enables automated counseling ticket creation and expert account allocation based on user input and predefined conditions. The server automatically matches users with appropriate expert accounts and manages the counseling session flow, reducing the need for manual intervention and simplifying service management.
2Adaptability or versatility
If multiple expert accounts are provided for different counseling types, then service versatility is improved, but system complexity increases
Solution Approach 1:
The server is designed as a universal platform that can handle multiple types of counseling services (legal, medical, financial, etc.) through a single integrated system. It manages diverse expert accounts and counseling tickets uniformly, providing versatile services without requiring separate complex systems for each counseling type.
Solution Approach 2:
The system uses parameter-based classification for different counseling types and expert accounts. By varying parameters such as counseling category, expert specialization, and ticket conditions, the system achieves versatility across multiple counseling domains while maintaining a consistent underlying architecture, thus avoiding exponential complexity growth.
3Productivity
If automated counseling ticket creation is implemented, then productivity is improved, but reliability of service quality may deteriorate
Solution Approach 1:
The system incorporates feedback mechanisms where expert accounts can respond to counseling tickets and users can evaluate the quality of counseling received. This feedback loop allows the server to monitor and adjust service quality, ensuring that automated ticket creation does not compromise the consistency and reliability of counseling standards.
Solution Approach 2:
The server establishes predefined conditions and criteria for counseling ticket creation and expert allocation before the actual counseling process begins. These preliminary configurations ensure that automated operations adhere to quality standards and service requirements, maintaining reliability while achieving high productivity through automation.
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 providing a profile of at least one expert account for counseling linked to a channel of a second user to a terminal of a first user, identifying an initiation condition for a counseling ticket for counseling with a first expert account, creating a counseling ticket to be allocated to the first expert account, and transmitting counseling content through a chat room for counseling of the channel in which the first expert account and an account of the first user participate.