Counseling Server Ticket Management for Instant Messaging
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Solution Overview
Problem
There is a need for efficient and manageable online counseling services that can be easily accessed through mobile devices, utilizing smart technology to provide non-face-to-face counseling.
Innovation Solution
A method and apparatus for operating a counseling center server that interworks with an instant messaging service, allowing users to request counseling through a channel, creating counseling tickets for manned or unmanned counseling, monitoring state changes, and controlling chat interface objects to indicate counseling types and ticket states.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If online counseling services are provided through mobile devices using smart technology, then accessibility and ease of operation are improved, but system complexity and management difficulty increase
Solution Approach 1:
The patent introduces a counseling center server as an intermediary between users and counseling resources. This server automatically manages counseling ticket creation, state monitoring, and interface object control, eliminating the need for complex manual management while maintaining ease of access for users through instant messaging services.
Solution Approach 2:
The system implements automated self-service mechanisms where the counseling center server automatically creates counseling tickets, monitors state changes, and controls interface objects without requiring manual intervention. This automation reduces system management complexity while preserving user accessibility through familiar instant messaging interfaces.
2Adaptability or versatility
If counseling tickets are created for both manned and unmanned counseling types, then service versatility is improved, but device complexity increases
Solution Approach 1:
The patent creates a universal counseling ticket system that can accommodate both manned and unmanned counseling types through a single standardized interface. The counseling center server automatically determines the appropriate counseling type and manages ticket states uniformly, providing service versatility without increasing management complexity for operators.
3Reliability
If state change events are monitored in real-time, then service reliability is improved, but use of energy increases
Solution Approach 1:
The counseling center server monitors state change events through periodic polling or event-driven triggers rather than continuous monitoring. This approach maintains service reliability by detecting important state changes (such as ticket status transitions) while reducing energy consumption by activating monitoring only when state changes occur rather than maintaining constant surveillance.
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 acquiring, based on an input of a first user for requesting counseling through a channel of a second user registered in the instant messaging service, a counseling type of the requested counseling, creating a first type of counseling ticket corresponding to unmanned counseling or a second type of counseling ticket corresponding to manned counseling based on the counseling type, monitoring a state change event that changes a state of the counseling ticket, and controlling an interfacing object included in a chat interface for counseling provided to a terminal of the first user to correspond to the channel to indicate the counseling type and the changed state of the counseling ticket.