Expert Service Platform Using Dedicated Instant Messaging Channels
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Solution Overview
Problem
Current online expert services either rely solely on human experts, leading to time-consuming repetitive tasks, or on software without human input, limiting their ability to fully address user needs.
Innovation Solution
A system and method that facilitates efficient collaboration between human experts and expert service software using dedicated communication channels, such as instant messaging, to receive user requests, gather information, determine solutions, and provide expert responses, enabling scalable and efficient delivery of expert services.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If human experts deliver expert services through web services, then expert services can be provided to users, but human experts consume significant amount of time on repetitive works
Solution Approach 1:
The patent introduces expert service software as an intermediary between users and human experts. The software handles routine service requests, information gathering, and preliminary solution generation, allowing human experts to focus on complex cases that require their specialized knowledge. This mediator approach resolves the contradiction by automating repetitive tasks while preserving human expert involvement where needed.
Solution Approach 2:
The system enables self-service through expert service software that can independently handle service requests, collect user information via questionnaires, generate preliminary solutions, and provide recommendations without requiring human expert intervention for every case. This self-service capability increases productivity while reducing the time human experts spend on routine work.
2Productivity
If expert service software delivers expert services to users in place of human experts, then expert services can be provided efficiently, but without contributions from human experts, expert service software cannot solve all the problems for users
Solution Approach 1:
The system dynamically adjusts the level of human expert involvement based on the complexity and nature of each service request. For routine problems, the software handles everything independently. For complex or uncertain cases, the system automatically escalates to human experts for review and contribution. This dynamic approach maintains high efficiency while ensuring reliability through selective human involvement.
Solution Approach 2:
The patent implements feedback mechanisms where human experts review and provide input on software-generated solutions when needed. Their contributions are fed back into the system to improve future automated decision-making. This feedback loop ensures that the software learns from human expertise while maintaining operational efficiency, resolving the contradiction between automation and human contribution.
3Loss of information
If dedicated communication channels are used for collaboration between human experts and expert service software, then content segregation is improved and confusion is reduced, but system complexity increases
Solution Approach 1:
The patent segments communication channels into dedicated pathways: one channel for software-to-expert communications and another for expert-to-software communications. This segmentation prevents information mixing and confusion while maintaining clear content segregation. Although it increases structural complexity, the segmentation ensures that sensitive expert communications remain organized and accessible only to appropriate parties.
Data Source
AI summary
This disclosure presents systems and methods for providing Internet-based expert services to users. The systems and methods employs dedicated communication channels, for example, instant message channels, to facilitate service delivery and collaboration between the expert service system and experts.