WO2017018688A1

WO2017018688A1 - Method for distributing work in personal secretary service using text message

Info

Publication number: WO2017018688A1
Application number: PCT/KR2016/007433
Authority: WO
Inventors: 안기순; 김민기
Original assignee: 주식회사 텍스트팩토리
Priority date: 2015-07-29
Filing date: 2016-07-08
Publication date: 2017-02-02
Also published as: KR101647949B1

Abstract

Provided is a method for distributing work in a personal secretary service using a text message. The method comprises the steps of: registering at least one keyword for each of a plurality of work categories; registering at least one agent for each of the plurality of work categories; receiving, from a customer device, a text message including a customer's request; identifying the at least one keyword included in the received text message; identifying a work category, from among the plurality of work categories, corresponding to the identified at least one keyword; and distributing work related to the customer's request to the at least one agent registered for the identified work category, wherein the text message is transmitted by a text messaging service for a mobile communication service or an instant messaging service.

Description

Distribution of work in personal assistant service using text message

The present invention relates to a personal assistant service using a text message, and more particularly, to a method for distributing tasks to a plurality of agents in a personal assistant service using a text message.

Korean Patent Publication No. 10-2002-0069987 relates to "a mobile communication terminal having a personal assistant function using a short message service and a method of implementing the same". The document mentions that the user is easily informed of the status of the user by sending a short message to the caller when the user cannot receive a message or a call.

An object of the present invention is to provide a method for distributing work to a plurality of agents more quickly and effectively in a personal assistant service using a text message.

Problems to be solved by the present invention are not limited to the above-mentioned problems, and other problems not mentioned will be clearly understood by those skilled in the art from the following description.

According to an aspect of the present invention, there is provided a work distribution method in a personal assistant service using a text message, including registering at least one keyword for each of a plurality of work categories, and at least one for each of the plurality of work categories. Registering an agent, receiving a text message containing a customer request from a customer device, identifying the at least one keyword included in the received text message, the identified one of the plurality of business categories Identifying a task category corresponding to at least one keyword, and distributing the task about the customer's request to the at least one agent registered for the identified task category, wherein the text message includes: Text message service or instance for cellular Sent by the message service.

According to another aspect of the present invention, there is provided a work distribution method in a personal assistant service using a text message, including registering at least one keyword for each of a plurality of work categories, and at least one for each of the plurality of work categories. Registering an agent, assigning the at least one agent a priority for the plurality of business categories, receiving a text message from the customer device, the text message including the request of the customer, the message included in the received text message; Identifying the at least one keyword, identifying a task category corresponding to the identified at least one keyword among the plurality of task categories, and the at least one registered with a first rank with respect to the identified task category Request of the above customer to the agent of Distributing the task to the at least one agent registered in the second rank if the at least one agent registered in the first rank cannot correspond to the task; The text message is transmitted by a text message service or an instant message service for mobile communication.

In some embodiments of the invention, assigning the at least one agent a priority for the plurality of work categories comprises: receiving a desired rank for the plurality of work categories from the at least one agent device, At least one agent may be given priority to the plurality of work categories according to the received desired priority.

In some embodiments of the invention, assigning the at least one agent a priority for the plurality of task categories comprises: receiving profile information from the at least one agent device and receiving the at least one agent from the at least one agent device. Priority may be given to the plurality of work categories based on one profile information.

According to another aspect of the present invention, there is provided a work distribution method in a personal assistant service using a text message, including registering at least one keyword for each of a plurality of work categories, and at least one for each of the plurality of work categories. Registering an agent of the device, receiving a text message containing a request from a customer from a customer device, identifying the at least one keyword included in the received text message, identifying the plurality of business categories Identifying a business category corresponding to the at least one keyword, providing information regarding the request of the customer to the at least one agent device registered for the identified business category, The at least one registered against Receiving a business process request regarding the request of the customer from an agent device of the client, distributing the service about the request of the customer to the selected agent based on the order of the business process request, wherein the text message includes: It is transmitted by a text message service or an instant message service for mobile communication.

In some embodiments of the present invention, the method further comprises: upon receiving a business processing request regarding the request of the customer from the at least one agent device registered for the identified business category, the method relating to the request of the customer. The method may further include the step of switching from a business process application state to a business process application state.

In addition, the method, if the work on the request of the customer is not processed by the selected agent within a predetermined time, the work related to the request of the customer in the state can not be applied to the processing of the business processing request state The method may further include switching to.

In some embodiments of the present invention, the method is deprived of the right to process the request of the customer of the selected agent if the work on the request of the customer is not processed by the selected agent within a predetermined time. It may further comprise the step.

On the other hand, in some embodiments of the present invention, the methods further comprise identifying the registered location information of the customer or the GPS location information of the customer device, distributing a task relating to the request of the customer. May distribute a task relating to the request of the customer to an agent selected based on the location information among the at least one agent registered for the identified task category.

Further, in some embodiments of the present invention, the methods further comprise identifying registered gender or age information of the customer, and distributing a task relating to the customer's request includes: identifying the identified task The work related to the request of the customer may be distributed to agents selected based on the gender or age information among the at least one agent registered for the category.

Other specific details of the invention are included in the detailed description and drawings.

According to the present invention, in the personal assistant service using a text message, it is possible to distribute the work more quickly and effectively to a professional agent of a specific work category to which the customer's request belongs.

In addition, according to the present invention, in the personal assistant service using a text message, the professional agent processes the customer's request can be higher customer satisfaction.

Effects of the present invention are not limited to the effects mentioned above, and other effects not mentioned will be clearly understood by those skilled in the art from the following description.

1 is a block diagram schematically illustrating a configuration of a personal assistant service system using a text message according to an embodiment of the present invention.

2 is a block diagram schematically showing a detailed configuration of the customer device of FIG.

3 is a block diagram schematically showing a detailed configuration of the agent device of FIG.

4 is a diagram schematically illustrating a personal assistant service screen when using a text message service for mobile communication.

5 is a diagram schematically illustrating a personal assistant service screen when using an instant message service.

6 is a flowchart schematically illustrating a business distribution method in a personal assistant service using a text message according to an embodiment of the present invention.

FIG. 7 is a schematic reference diagram for describing registering a plurality of keywords and a plurality of agents for each of a plurality of business categories of FIG. 6.

8 is a flowchart schematically illustrating a business distribution method in a personal assistant service using a text message according to another embodiment of the present invention.

FIG. 9 is a schematic reference diagram for describing giving priority to a plurality of work categories to a plurality of agents of FIG. 8.

FIG. 10 is a flowchart schematically illustrating a business distribution method in a personal assistant service using a text message according to another embodiment of the present invention.

FIG. 11 is a schematic reference diagram for describing providing information regarding a request of a customer to a plurality of agent devices of FIG. 10 and receiving a job processing request from the plurality of agent devices.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings. Advantages and features of the present invention and methods for achieving them will be apparent with reference to the embodiments described below in detail with the accompanying drawings. However, the present invention is not limited to the embodiments disclosed below, but may be embodied in various different forms, and the present embodiments merely make the disclosure of the present invention complete, and are common in the art to which the present invention pertains. It is provided to fully inform those skilled in the art of the scope of the invention, which is defined only by the scope of the claims. Like reference numerals refer to like elements throughout.

Unless otherwise defined, all terms (including technical and scientific terms) used in the present specification may be used in a sense that can be commonly understood by those skilled in the art. In addition, terms that are defined in a commonly used dictionary are not ideally or excessively interpreted unless they are specifically defined clearly.

The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the invention. In this specification, the singular also includes the plural unless specifically stated otherwise in the phrase. As used herein, "comprises" and / or "comprising" does not exclude the presence or addition of one or more other components in addition to the mentioned components.

1 is a block diagram schematically showing the configuration of a personal assistant service system using a text message according to an embodiment of the present invention, Figure 2 is a block diagram schematically showing the detailed configuration of the customer device of FIG. 3 is a block diagram schematically showing a detailed configuration of the agent device of FIG. 1.

Referring to FIG. 1, the system 1000 includes a personal assistant service server 100, a plurality of customer devices 200, and a plurality of agent devices 300.

The personal assistant service server 100, the customer device 200, and the agent device 300 may transmit and receive various data and / or information with each other through a network. The network includes a wired or wireless network. The wireless network includes a wireless network of various communication methods such as mobile communication, short-range communication, radio wave communication, optical communication, satellite communication, and the like.

The personal assistant service server 100 provides a personal assistant service. The personal assistant service server 100 receives the text message from the customer device 200 and allows the customer's request included in the text message to be processed. Here, the text message may be transmitted by a text message service for mobile communication (for example, Short Message Service (SMS), Long Message Service (LMS), Multimedia Message Service (MMS), etc.) or Instant Message Service (IMS). Can be. Customer requests include, for example, restaurant reservations, golf bookings, surrogate driving, movies, performance bookings, train tickets, bus tickets, ticket bookings, purchases of food, food delivery, flower / cake delivery, garlands / festives, quick service / courier, Book ordering, car rental, car wash, vehicle repair, regular inspection, interpretation / translation, domestic and international travel, business trip, weather / share price, information purchase, delivery, health checkup, domestic help, babysitter, civil affairs, etc. Such various agents, jobs, or queries may be included, but are not limited thereto.

The customer's request is actually handled by the agent. To this end, the personal assistant service server 100 automatically distributes tasks (tasks for processing thereof) related to the request of the customer included in the text message to the agent (or the agent device 300). Agents who are assigned to work on customer requests conduct additional text conversations with the customer to confirm the customer's request. The agent processes the confirmed customer's request and provides the processing result to the customer. At this time, transmission and reception of various requests and information is performed through a text conversation using a text message service.

The personal assistant service server 100 may perform a task distribution method according to an embodiment of the present invention described below to distribute a task related to a request of a customer to a plurality of agents more quickly and effectively.

Unlike FIG. 1, the personal assistant service server 100 may include a plurality of servers physically or functionally divided.

Customer device 200 represents a computer system used by a customer. The customer device 200 may be provided as a computer system that the customer can use while moving. For example, the customer device 200 may be a computer system such as a smart phone, a tablet, a personal digital assistant (PDA), or the like, but the present invention is not limited thereto. That is, the customer device 200 may be provided to any computer system that is connectable to the network and has mobility.

Referring to FIG. 2, the customer device 200 may include a wireless communication unit 210, an A / V input unit 220, a user input unit 230, a sensing unit 240, an output unit 250, a storage unit 260, The interface unit 270 includes a control unit 280 and a power supply unit 290.

The wireless communication unit 210 may wirelessly communicate with an external device. The wireless communication unit 210 may wirelessly communicate with an external device using a wireless communication method such as mobile communication, WiBro, Bluetooth, Wi-Fi, Zigbee, ultrasound, infrared, RF (Radio Frequency), and the like. have. However, the wireless communication scheme of the customer device 200 is not limited to the particular embodiment. The wireless communication unit 210 may transmit data and / or information received from the external device to the controller 280, and transmit data and / or information transmitted from the controller 280 to the external device. To this end, the wireless communication unit 210 may include a mobile communication module 211 and a short-range communication module 212.

In addition, the wireless communication unit 210 may include the location information module 213 to obtain location information of the customer device 200. Location information of the customer device 200 may be provided from, for example, a GPS positioning system, a WiFi positioning system, a cellular positioning system, or a beacon positioning system, but the present invention is not limited thereto. Location information may be provided from the location systems of. The wireless communication unit 210 may transmit the location information received from the positioning system to the controller 280.

The A / V input unit 220 is for inputting a video or audio signal, and may include a camera module 221 and a microphone module 222.

The user input unit 230 receives various information from the user. The user input unit 230 may include input means such as a keypad, a button, a switch, a touch pad, and a jog wheel. When the touch pad has a mutual layer structure with the display module 251 described later, a touch screen may be configured.

The sensing unit 240 detects the state of the customer device 200 or the state of the user. The sensing unit 240 may include sensing means such as a touch sensor, a proximity sensor, a pressure sensor, a vibration sensor, a geomagnetic sensor, a gyro sensor, a speed sensor, an acceleration sensor, and a biometric sensor. The sensing unit 240 may be used for user input.

The output unit 250 notifies the user of various kinds of information. The output unit 250 may output information in the form of text, video or audio. To this end, the output unit 250 may include a display module 251 and a speaker module 252. The display module 251 is a plasma display panel (PDP), liquid crystal display (LCD), thin film transistor (TFT) LCD, organic light emitting diode (OLED), flexible display, three-dimensional display, electronic ink display, or the present invention. It may be provided in any form well known in the art. The output unit 250 may further include any form of output means well known in the art.

The storage unit 260 stores various data and commands. The storage unit 260 may store system software and various applications for the operation of the customer device 200. The storage unit 260 may be a random access memory (RAM), a read only memory (ROM), an erasable-programmable ROM (EPROM), an electrically EPROM (EEPROM), a flash memory, a hard disk, a removable disk, or a technical field to which the present invention belongs. Computer-readable recording media of any form well known in the art.

The interface unit 270 serves as a path to an external device connected to the customer device 200. The interface unit 270 receives data and / or information from an external device or receives power and transmits the data and / or information to components inside the customer device 200, or transmits data and / or information inside the customer device 200 to an external device. It can transmit power or supply internal power. The interface unit 270 may include, for example, a wired / wireless headset port, a charging port, a wired / wireless data port, a memory card port, a universal serial bus (USB) port, and an identification module. Port may be connected to a connected device, an audio input / output (I / O) port, a video input / output (I / O) port, or the like.

The controller 280 controls other components to control the overall operation of the customer device 200. The controller 280 may perform system software and various applications stored in the storage 260.

The power supply unit 290 may include a wireless communication unit 210, an A / V input unit 220, a user input unit 230, a sensing unit 240, an output unit 250, a storage unit 260, an interface unit 270, Supply power for the operation of the control unit 280. The power supply unit 290 may include an internal battery.

Although not explicitly shown, the customer device 200 may further include components not shown in FIG. 2, or may not include some components shown in FIG. 2.

Agent device 300 represents a computer system used by an agent. Agent device 300 may be provided as a computer system fixed at a specific location. For example, the agent device 300 may be a computer system such as a desktop, a laptop, or the like, but the present invention is not limited thereto.

Referring to FIG. 3, the agent device 300 includes a wireless communication unit 310, a wired communication unit 320, an A / V input unit 330, a user input unit 340, an output unit 350, a storage unit 360, The interface unit 370, the control unit 380, and a power supply unit 390 are included.

The wireless communication unit 310 may wirelessly communicate with an external device. The wireless communication unit 310 may wirelessly communicate with an external device using a wireless communication scheme such as WiBro, Bluetooth, Wi-Fi, Zigbee, or the like. However, the wireless communication scheme of the external device is not limited to the specific embodiment. The wireless communication unit 310 may transmit data and / or information received from the external device to the controller 380, and may transmit data and / or information transmitted from the controller 380 to the external device.

The wired communication unit 320 may perform wired communication with an external device. The wired communication unit 320 may transmit data and / or information received from the external device to the controller 380, and may transmit data and / or information transmitted from the controller 380 to the external device.

The A / V input unit 330 is for inputting a video or audio signal and may include a camera module 321 and a microphone module 322.

The user input unit 340 receives various information from the user. The user input unit 340 may include input means such as a keypad, a button, a switch, a touch pad, a track pad, a jog wheel, a keyboard, and a mouse. When the touch pad has a mutual layer structure with the display module 351 to be described later, a touch screen may be configured.

The output unit 350 notifies the user of various kinds of information. The output unit 350 may output information in the form of text, video or audio. To this end, the output unit 350 may include a display module 351 and a speaker module 352. The display module 351 may include a plasma display panel (PDP), a liquid crystal display (LCD), a thin film transistor (TFT) LCD, an organic light emitting diode (OLED), a flexible display, a three-dimensional display, an electronic ink display, or the present invention. It may be provided in any form well known in the art. The output unit 350 may further include any form of output means well known in the art.

The storage unit 360 stores various data and commands. The storage unit 360 may store system software and various applications for the operation of the agent device 300. The storage unit 360 may include random access memory (RAM), read only memory (ROM), erasable-programmable ROM (EPROM), electrically EPROM (EEPROM), flash memory, hard disk, removable disk, or the technical field to which the present invention belongs. Computer-readable recording media of any form well known in the art.

The interface unit 370 serves as a path to an external device connected to the agent device 300. The interface unit 370 receives data and / or information from an external device or receives power and transmits the data and / or information to components inside the agent device 300, or transmits data and / or information inside the agent device 300 to an external device. It can transmit power or supply internal power. The interface unit 370 may include, for example, a wired / wireless headset port, a charging port, a wired / wireless data port, a memory card port, a universal serial bus (USB) port, a D-SUB ( D-Subminiature (D-Subminiature) port, DVI (Digital Video Interface) port, High Definition Multimedia Interface (HDMI) port, Local Area Network (LAN) port, Audio Input / Output (I / O) port, Video I / O (Input / Output) ) Port and the like.

The controller 380 controls other components to control the overall operation of the agent device 300. The controller 380 may perform system software and various applications stored in the storage 360.

The power supply unit 390 includes a wireless communication unit 310, a wired communication unit 320, an A / V input unit 330, a user input unit 340, an output unit 350, a storage unit 360, an interface unit 370, Power required for the operation of the controller 380 is supplied. The power supply unit 390 may include an internal battery or be connected to an external power source.

Although not explicitly shown, the agent device 300 may further include components not shown in FIG. 3, or may not include some components shown in FIG. 3.

On the other hand, in the personal assistant service system 1000 using a text message according to an embodiment of the present invention, the customer device 200 is provided to a computer system where there is no mobility, such as desktop, laptop, etc., the agent device 300 is It may be provided as a computer system in which mobility exists, such as a smartphone, a tablet, a PDA, or the like, or various computer systems may be modified to be provided in a mixed manner.

4 is a diagram schematically illustrating a personal assistant service screen when using a text message service for mobile communication, and FIG. 5 is a diagram schematically illustrating a personal assistant service screen when using an instant message service. 4 and 5 are merely exemplary personal assistant service screens, the personal assistant service using a text message according to an embodiment of the present invention is not limited to the above form or type.

6 is a flowchart schematically illustrating a business distribution method in a personal assistant service using a text message according to an embodiment of the present invention, and FIG. 7 illustrates a plurality of keywords and a plurality of agents for each of the plurality of business categories of FIG. 6. A schematic reference diagram for explaining registration.

Referring to FIG. 6, first, in step S410, the personal assistant service server 100 registers a plurality of keywords for a plurality of business categories in a database (not shown). Here, the words generally and / or frequently used in the text message of the customer in relation to the corresponding business category as keywords may be selected.

Subsequently, in step S420, the personal assistant service server 100 registers a plurality of agents for each of a plurality of business categories in a database. The name, email address, unique number, identification information of the agent, or identification information of the agent device 300 used by the agent may be registered.

Subsequently, in step S430, the personal assistant service server 100 receives a text message containing the request of the customer from the customer device 200. As described above, the text message is transmitted to a text message service for mobile communication (for example, a short message service (SMS), a long message service (LMS), a multimedia message service (MMS), etc.) or an instant message service). Can be sent by.

Subsequently, in step S440, the personal assistant service server 100 identifies at least one keyword included in the received text message.

Subsequently, in step S450, the personal assistant service server 100 identifies a business category corresponding to the identified at least one keyword among a plurality of business categories.

Subsequently, in step S460, the personal assistant service server 100 distributes a task relating to a customer's request to an agent registered for the identified task category. When a plurality of agents are registered for a corresponding task category, the personal assistant service server 100 may sequentially distribute the tasks to the plurality of agents in response to a request of a customer.

FIG. 8 is a flowchart schematically illustrating a business distribution method in a personal assistant service using a text message according to another embodiment of the present invention. FIG. 9 is a flowchart illustrating a priority of a plurality of business categories to a plurality of agents of FIG. 8. It is a schematic reference figure for demonstrating giving.

Referring to FIG. 8, first, in step S510, the personal assistant service server 100 registers a plurality of keywords for a plurality of business categories in a database.

Subsequently, in step S520, the personal assistant service server 100 registers the plurality of agents in the database for each of the plurality of work categories, and gives the plurality of agents priority to the plurality of work categories.

At this time, the personal assistant service server 100 may receive a desired rank for a plurality of business categories from the plurality of agent devices 300, and may assign a priority to the plurality of agents according to the received desired rank.

Alternatively, the personal assistant service server 100 receives profile information (eg, career, activity information, etc.) from the plurality of agent devices 300, and prioritizes the plurality of agents based on the received profile information. It can be given.

Subsequently, in step S530, the personal assistant service server 100 receives a text message containing the request of the customer from the customer device 200.

Subsequently, in step S540, the personal assistant service server 100 identifies at least one keyword included in the received text message.

Subsequently, in step S550, the personal assistant service server 100 identifies a business category corresponding to the identified at least one keyword among a plurality of business categories.

Subsequently, in step S560, the personal assistant service server 100 distributes the tasks related to the customer's request to the agents registered in the first rank for the identified task category. If the agent registered in the first rank cannot cope with the task, the personal assistant service server 100 distributes the task to the agent registered in the second rank. Similarly, if the agent registered in the second rank cannot cope with the task, the personal assistant service server 100 may distribute the task to the agent registered in the third rank.

FIG. 10 is a flowchart schematically illustrating a work distribution method in a personal assistant service using a text message according to another embodiment of the present invention, and FIG. 11 is information about a request of a customer to a plurality of agent devices of FIG. 10. It is a schematic reference diagram for explaining the present invention, and for receiving a business process request from a plurality of agent devices.

Referring to FIG. 10, first, in step S610, the personal assistant service server 100 registers a plurality of keywords for a plurality of business categories in a database.

Subsequently, in step S620, the personal assistant service server 100 registers a plurality of agents for each of a plurality of business categories in the database.

Subsequently, in step S630, the personal assistant service server 100 receives a text message including the request of the customer from the customer device 200.

Subsequently, in step S640, the personal assistant service server 100 identifies at least one keyword included in the received text message.

Subsequently, in step S650, the personal assistant service server 100 identifies a business category corresponding to the at least one keyword identified among the plurality of business categories.

Subsequently, in step S660, the personal assistant service server 100 provides the agent device 300 registered with respect to the identified business category with information regarding the request of the customer. For example, the personal assistant service server 100 may provide a web space, such as a bulletin board, accessible only by an agent registered for a corresponding task category, by task category. In addition, the personal assistant service server 100 may provide information regarding a request of a customer in the bulletin board, and may recruit agents to process a task related to the request of the corresponding customer.

Subsequently, in step S670, the personal assistant service server 100 receives a business processing request regarding the request of the customer from the agent device 300 registered for the identified business category. For example, the agent may apply for business processing using a method of clicking an application or selection button on the bulletin board.

Subsequently, in step S680, the personal assistant service server 100 distributes a task relating to the customer's request to the selected agent based on the business process application order. In general, the personal assistant service server 100 may be able to first distribute a task relating to a customer's request to the agent that sent the business process request.

Subsequently, in step S690, the personal assistant service server 100 switches the work related to the customer's request from the work processing application state to the work processing application state.

On the other hand, although not clearly shown in FIG. 10, if a task related to a customer's request is not processed by the selected agent within a predetermined time (for example, 5 minutes), for example, a text conversation is not started. Case, etc.), the personal assistant service server 100 deprives the processing authority of the request of the customer of the selected agent, and converts the work related to the request of the customer from the state of the non-work processing application to the available state application for processing. You can do it. Subsequently, the personal assistant service server 100 may perform steps S670 to S690 again. Accordingly, another agent may be assigned a task regarding the request of the customer.

In the work distribution method in the personal assistant service using the text message according to the embodiment of the present invention described above with reference to FIGS. 6 to 11, some steps are performed differently from the illustrated order, or modified to be performed simultaneously with other steps. Can be.

Further, according to the embodiment, in the work distribution methods in the personal assistant service using the text message according to the embodiment of the present invention described with reference to FIGS. 6 to 11, the personal assistant service server 100 is registered with the customer. Location information or GPS location information of the customer device 200 may be additionally identified, and a task regarding a customer's request may be distributed to an agent selected based on the location information among a plurality of agents registered for a corresponding business category. .

Further, according to the embodiment, in the work distribution methods in the personal assistant service using the text message according to the embodiment of the present invention described with reference to FIGS. 6 to 11, the personal assistant service server 100 is registered with the customer. The user may further identify gender or age information and distribute a task regarding a customer's request to an agent selected based on the gender or age information among a plurality of agents registered for a corresponding task category.

The method described in connection with an embodiment of the present invention may be implemented as a software module performed by a processor. The software module may reside in RAM, ROM, EPROM, EEPROM, flash memory, hard disk, removable disk, CD-ROM, or any form of computer readable recording medium well known in the art. .

Although the embodiments of the present invention have been described above with reference to the accompanying drawings, those skilled in the art to which the present invention pertains may implement the present invention in other specific forms without changing the technical spirit or essential features thereof. You will understand that. Therefore, it should be understood that the embodiments described above are exemplary in all respects and not restrictive.

Claims

A method performed by a computer system,

Registering at least one keyword for each of a plurality of business categories;

Registering at least one agent for each of the plurality of business categories;

Receiving a text message from the customer device, the text message including the request of the customer;

Identifying the at least one keyword included in the received text message;

Identifying a business category corresponding to the identified at least one keyword among the plurality of business categories; And

Distributing work relating to the customer's request to the at least one agent registered for the identified work category,

And the text message is transmitted by a text message service or an instant message service for mobile communication.
A method performed by a computer system,

Registering at least one keyword for each of a plurality of business categories;

Registering at least one agent for each of the plurality of work categories, and giving the at least one agent priority to the plurality of work categories;

Receiving a text message from the customer device, the text message including the request of the customer;

Identifying the at least one keyword included in the received text message;

Identifying a business category corresponding to the identified at least one keyword among the plurality of business categories; And

If the at least one agent registered in the first rank for the identified task category is distributed to the at least one agent request information of the customer, the at least one agent registered in the first rank cannot correspond to the task. Distributing the task to the at least one agent registered with a second rank;

And the text message is transmitted by a text message service or an instant message service for mobile communication.
The method of claim 2,

Prioritizing the plurality of business categories to the at least one agent,

Receiving a desired rank for the plurality of work categories from the at least one agent device and assigning the at least one agent a priority for the plurality of work categories according to the received desired rank. Distribution of work in personal assistant services.
The method of claim 2,

Prioritizing the plurality of business categories to the at least one agent,

Receiving profile information from the at least one agent device, and assigning the at least one agent priority to the plurality of business categories based on the received profile information, a task in a personal assistant service using a text message Distribution method.
A method performed by a computer system,

Registering at least one keyword for each of a plurality of business categories;

Registering at least one agent for each of the plurality of business categories;

Receiving a text message from the customer device, the text message including the request of the customer;

Identifying the at least one keyword included in the received text message;

Identifying a business category corresponding to the identified at least one keyword among the plurality of business categories;

Providing information regarding the request of the customer to the at least one agent device registered for the identified business category;

Receiving a business process request regarding the request of the customer from the at least one agent device registered for the identified business category;

Distributing work related to the request of the customer to the selected agent based on the work processing application order;

And the text message is transmitted by a text message service or an instant message service for mobile communication.
The method of claim 5,

Upon receiving a business process request regarding the request of the customer from the at least one agent device registered for the identified business category, the business process request state is impossible in the business process request possible state. The method further includes the step of switching to a personal assistant service using a text message.
The method of claim 6,

If the task about the request of the customer is not processed by the selected agent within a predetermined time, transitioning the task about the request of the customer from the task processing unavailability state to the task processing requestable state. A business distribution method in a personal assistant service using a text message, comprising.
The method of claim 5,

If the work on the request of the customer is not processed by the selected agent within a predetermined time, further comprising the step of depriving the processing authority of the request of the customer of the selected agent, the individual using a text message How to distribute work in secretarial services.
The method according to any one of claims 1, 2 or 5,

Identifying the registered location information of the customer or the GPS location information of the customer device;

Distributing a task relating to the request of the customer comprises: distributing the task relating to the request of the customer to an agent selected based on the location information among the at least one agent registered for the identified task category, A work distribution method in personal assistant service using text message.
The method according to any one of claims 1, 2 or 5,

Identifying the registered gender or age information of the customer;

The distributing of the work related to the request of the customer may include distributing the work related to the request of the customer to an agent selected based on the gender or age information among the at least one agent registered for the identified work category. A work distribution method in a personal assistant service using a text message.