Counseling Ticket Allocation Server for Instant Messaging

Solution Overview

Problem

There is a need for efficient and manageable non-face-to-face counseling services that can be easily accessed through mobile devices, as existing online platform services lack effective solutions for efficiently allocating counseling requests to available counselors.

Innovation Solution

A method and apparatus for operating a counseling center server that interworks with an instant messaging service, where counseling tickets are created, allocated, and their states managed to ensure efficient distribution among counselors based on waiting and progress states, using a database to track counselor workload and request allocation.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If automated allocation of counseling tickets is implemented, then allocation efficiency is improved, but system complexity increases

Engineering Contradiction:

Improvecounseling ticket allocation efficiencyVSAvoidsystem complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The counseling center server automatically allocates counseling tickets to counselors based on their current workload and availability without requiring manual intervention. The system monitors the number of counseling tickets assigned to each counselor and autonomously makes allocation decisions, enabling self-service operation that improves efficiency while maintaining manageable complexity through rule-based automation

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The system continuously monitors the state of counseling tickets and counselor workloads, using this feedback information to dynamically adjust allocations. The server tracks the number of tickets in different states (allocated, unallocated, in-progress) and uses this real-time data to optimize allocation decisions, creating a closed-loop control system that balances automation with adaptability

Inventive Principle:

Principle #23Feedback

2Device complexity

If manual allocation of counseling tickets is used, then system complexity is reduced, but allocation efficiency deteriorates

Engineering Contradiction:

Improvesystem complexityVSAvoidcounseling ticket allocation efficiency

Core Design Contradiction:

Device complexityVSProductivity

Solution Approach 1:

The counseling center server automatically allocates counseling tickets to counselors based on their current workload and availability without requiring manual intervention. The system monitors the number of counseling tickets assigned to each counselor and autonomously makes allocation decisions, enabling self-service operation that improves efficiency while maintaining manageable complexity through rule-based automation

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent replaces manual mechanical allocation processes with an automated electronic system. The counseling center server uses database queries and automated logic to substitute human decision-making in ticket allocation, significantly improving allocation speed and efficiency while reducing the operational complexity through standardized automated procedures

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

3Productivity

If counseling requests are not promptly allocated, then counselor workload is reduced, but service quality deteriorates

Engineering Contradiction:

Improveservice response speedVSAvoidcounselor workload balance

Core Design Contradiction:

ProductivityVSReliability

Solution Approach 1:

The system continuously monitors the state of counseling tickets and counselor workloads, using this feedback information to dynamically adjust allocations. The server tracks the number of tickets in different states (allocated, unallocated, in-progress) and uses this real-time data to optimize allocation decisions, creating a closed-loop control system that balances automation with adaptability

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The allocation system is designed to be dynamic rather than static, continuously adapting to changing counselor availability and ticket states. The server can adjust allocation strategies based on real-time conditions, such as counselor workload capacity and ticket urgency, ensuring prompt allocation while maintaining workload balance through flexible, condition-based decision-making

Inventive Principle:

Principle #15Dynamics

Data Source

PatentUS20230004877A1Method and apparatus for providing counseling service

Publication Date: 2023.01.05 KAKAO CORP

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 receiving a message of a first user regarding a counseling request through a chat room of a channel of a second user registered in the service, creating a first counseling ticket of the channel, acquiring the number of counseling tickets in a waiting state allocated to each of accounts of a plurality of counselors linked to the channel, allocating the first counseling ticket to an account of a first counselor among the accounts of the counselors, and updating a state of the first counseling ticket to the waiting state.