KR101431270B1 - System and Method for Appeal Process of On-Line Game Service - Google Patents

Abstract

The present invention enables a genuine processing service for individually responding to inquiries of online game users in the game to be interlocked with the in-game bulletin board. As a result, replies to duplicate inquiries can be quickly communicated through the in-game bulletin board, minimizing the amount of time that gamers have to wait for an answer. In addition, it is possible to increase the efficiency of work by reducing the workload of the agents for the settlement service, and to respond to urgent client requests more quickly.

Online game, calm, inquiry, answer, evaluation, board

Description

Technical Field [0001] The present invention relates to a system and method for an online game service,

The present invention relates to a complaint handling system and method thereof in an online game service, and in particular, a complaint handling service for individually responding to inquiries in a game can be performed in cooperation with a game in-game board, And reduce the workload of agents who need to respond individually to inquiries of individual users.

Due to the development of communication technologies and the development of related technologies such as graphics and sound, various types of computer games are being provided.

BACKGROUND ART [0002] Currently, computer games are being developed in the form of on-line games that allow users to access game servers through various communication networks such as the Internet network and mobile communication network, .

On the other hand, game service providers are operating a calm processing service in a game in order to facilitate the convenience of game users. Hereinafter, the term 'in-game' refers to a state in which a game user drives a game client and is connected to an online game service.

The service is a service that responds to inquiries of game users individually, and when each game user sends an inquiry, the agent responds to each inquiry.

Game users prefer to use this complaint processing system. The reason is that when the game client is running, it does not search well for the common information created by the game service provider such as 'FAQ'. In order to access the game home page after accessing the game by driving the game client, Since access to the homepage is inadequate because the screen has to be exited once, and even if the user accesses the homepage of the game, it is difficult to retrieve the information needed by the user correctly.

However, among the inquiries of game users, there are many things common to many users in using online game services, such as the period during which events are performed or the update of computer programs required for online games.

For this reason, a plurality of redundant inquiries are made. In the case of a game service provider, a plurality of counselors have to repeatedly answer the same contents. Therefore, .

SUMMARY OF THE INVENTION Accordingly, the present invention has been made keeping in mind the above problems occurring in the prior art, and it is an object of the present invention to provide a game service providing system, And an object of the present invention is to provide a complaint processing system and method in an online game service that can reduce the workload of agents and respond quickly to urgent customer requests.

In order to achieve the above object, a complaint handling system in an online game service according to the present invention is characterized in that a complaint handling system is provided for allowing an agent to answer questions of a game user with a game client installed in each user computer A complaint processing unit for receiving an evaluation score of the answer of the game user; A complaint database storing and managing questions, answers, and evaluation scores processed by the complaint processing unit by category; A sorting unit for sorting in-game bulletin boards among inquiries stored in the complaint database and answers to the questions; And a bulletin board processing unit for operating the in-game bulletin board and registering inquiries sorted by the sorting unit and the contents of the selected answers in the in-game bulletin board.

The complaint database may include a duplicate display field for enabling duplicate display (indicating that duplicate inquiries are duplicated) for each inquiry. At this time, the selector may select an inquiry item to be registered in the in-game bulletin board among the duplicated displayed inquiries.

The sorting unit may be configured to sort the inquiries to be registered in the in-game bulletin board according to the order of the game users' evaluation scores among the duplicate inquiries.

The selector may be configured to allow the administrator to select a question to be registered in the in-game board and an answer to the inquiry.
In this regard, when the selection information for one or more inquiries stored in the complaint database is inputted, the selector may be configured to select the selected question and the answer thereto as a post to be registered in the in-game board .

Meanwhile, in a case where the complaint processing system in the online game service according to the present invention receives an inquiry of a game user related to the online game service from a game client installed in each user computer, the manager answers the question And receiving feedback on the evaluation score of the corresponding game user according to the answer; If the inquiry of each game user is overlapped with the inquiry of another game user, the complaint processing system displays a duplicate display of the inquiry item; Selecting an inquiry to be registered in the in-game board from among the duplicated inquiry items; A step of registering inquiries selected by the settlement processing system and an answer content thereof in the in-game bulletin board, and a step of receiving the selected inquiries and the answer contents thereof through the bulletin board interface of each game client connected to the in- And outputting the output signal.

The step of selecting the inquiries to be registered in the in-game bulletin board by the complaint processing system may be configured to select a predetermined number of inquiries in descending order of the score of the game users for the answers of the questions.

At this time, if the evaluation scores of the game users for the answers of the inquiries are the same, the selection may be made by the order of the inquiries recently made.

According to the present invention, the answers to a plurality of inquiries received in duplicate in the complaint processing system can be guided in real time through the in-game bulletin board.

This allows game users to minimize the amount of time they have to wait for an answer and solves problems that can be solved with a simple method, without having to wait for it to be processed in a true processing system.

From the viewpoint of the game service provider, the workload of the agents can be reduced, thereby improving the efficiency of the work. In particular, it is possible to operate the in-game calm service not only for simple inquiry purposes but also to fulfill its original role of providing quick help in the event of an urgent problem, and to provide a unified answer to customers' questions through a game board .

Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings.

1, game users use various online games provided by the game service system 13 by accessing the game service system 13 through the Internet network 12 using the user computer 11.

The user computer 11 is an arbitrary computer device that can access the wired or wireless Internet network 12 such as a personal computer (PC) and use the online game provided by the game service system 13. [

The user computer 11 is provided with a game client 11-1 for communicating with the game service system 13 and advancing the online game. The game client 11-1 may be constituted by a computer program installed in the user computer 11 and downloaded and installed from the game service system 13 through the Internet network 12. [

The game service system 13 may be configured in various ways according to the type and content of the online game, and provides an online game service while communicating with the game client 11-1 through the Internet network 12. [

In general, the game service system 13 includes a web server 13-1, an authentication server 13-2, a game server 13-3, a main database 13-4, In accordance with the settlement processing system (20).

The web server 13-1 may provide various information related to the online game service through the Internet 12 and allow the user to open a game account by registering as a member or download a game client program Role.

The authentication server 13-2 authenticates users who have joined the membership through the web server 13-1. The game server 13-3 communicates with the game client 11-1, And to control and control.

The main database 13-4 stores information such as personal information, account information, authentication information such as an ID and a password, character information, game item ownership information, etc. of each user registered through the web server 13-1 ) And stores and manages various kinds of information required to provide an online game service.

2, an explanation will be given of an embodiment of a complaint processing system 20 (hereinafter referred to as a complaint processing system) in the online game service according to the present invention.

When the game user sends an inquiry using the calm down user interface 15 provided by the game client 11-1, the calm processing unit 21 causes the agent to individually answer the inquiry. 2 shows an example in which an answer is delivered to the user interface 15 for answering, but the answer may be delivered to the game user through various paths such as telephone calls or e-mails as needed.

In addition, the calm down user interface 15 is provided with a function for allowing the game user to evaluate the answers received through the calm processing unit 21. [

The evaluation score inputted by the game user through the content user interface 15 is transmitted to the complaint processing unit 21 and managed.

Here, the evaluation score refers to any information that can be recognized as an evaluation of a game user with respect to an answer, not just a score expressed in numbers. For example, if the user interface 15 outputs five stars so that the user can evaluate the answers, and if the game user is allowed to select as many stars as the satisfaction of the answer is high, The number is the score.

The inquiries received from the game user by the complaint processing unit 21, the contents of the answers to inquiries, and the scores of the game users with respect to the contents of the answers are stored and managed in the genuine database 22 by category.

Here, the categories can be variously configured according to needs, such as events, server instability, connection errors, and program upgrades.

The sorting unit 23 plays a role of selecting to register in the in-game bulletin board among the inquiries stored in the complaint database 22 and the answer contents therefrom.

The in-game bulletin board means a service allowing a game user to view a plurality of posts through the bulletin board interface 16 provided by the game client 11-1.

The criterion for selecting the questions to be registered in the in-game board by the selection unit 23 and the answers to the questions may be variously configured as needed.

In addition, the selection unit 23 may allow the administrator to select only necessary items from among the inquiries selected and the answers to the questions, or even if the inquiries that are not selected and the answers thereto are answered, And may be configured to be selected as a post.

The bulletin board processing unit 24 is a component for operating a bulletin board in the game, and plays a role of registering inquiries sorted by the selection unit 23 and the contents of the answers in the in-game bulletin board.

Accordingly, when the game user accesses the bulletin board through the bulletin board interface 16 provided by the game client 11-1, the inquiries and the contents of answers to the questions can be viewed. An example of this is shown in FIG. 3, and the inquiry and the answer content 32 thereof can be displayed on the bulletin board interface screen 31 appearing at a predetermined position of the game screen 30.

Hereinafter, an example of a method of selecting questions to be registered in the in-game bulletin board and contents of answers to be selected by the selection unit 23 will be described in detail.

As described above, one of the main objects of the present invention is to reduce duplicate inquiries by posting duplicate inquiries through the in-game bulletin board. Therefore, the selecting unit 23 may be configured to repeatedly inquire Is selected.

To this end, the assertion processing system 20 may be configured to include the redundant display processing unit 25 as in the example shown in FIG.

The duplicate display processing unit 25 plays a role of allowing the manager to display an overlapping indication of the question when the inquiry of a game user is overlapped with the inquiry of another game user.

Then, the data structure for each question stored and managed in the database 22 may be configured to include an inquiry field, an answer content field, an evaluation score field, a redundant display field, and the like as in the example shown in FIG. 5 . The redundant display processing unit 25 may provide an administrator interface that allows the administrator to display the redundant display of each inquiry.

In this embodiment, the selector 23 can be configured to select an object to be registered in the in-game bulletin board among inquiries that are displayed in duplicate.

In addition, since there is a limit to the capacity of the posts that can be simultaneously registered in the in-game bulletin board, and it is desirable to display the posts in the order that game users can check well on the bulletin board interface 16, The number of inquiries to select and the number of answers to the questions may be limited.

One example related to this is to select the objects to be registered in the in-game bulletin board according to the order in which the evaluation scores of the game users are high. For example, you can select 10 questions in the order of the highest score.

In this case, when there are a plurality of inquiries having the same evaluation score and more than the prescribed number of registered objects are selected, the selection can be made according to the order of the most recent inquiry.

6, a description will be made of an embodiment of a method for processing a complaint in an online game service according to the present invention.

First, when the complaint processing system receives inquiries of a game user related to an online game service from a game client installed in each user computer, the complaint processing system allows an administrator to answer the question, (S61).

In this process, if an inquiry of a game user received in the true processing system overlaps with the inquiry of another game user, the manager performs an overlap display for the inquiry (S62).

For the step S62, the complaint processing system may provide an administrator interface that allows the administrator to make duplicate indications of the inquiries.

In step S63, the true processing system selects an inquiry to be registered in the in-game bulletin board among the duplicated inquiry items (S63).

In step S63, it is possible to configure various inquiries as to which inquiries are to be registered in the in-game bulletin board, and to select inquiries in each category.

Step S63 may be configured to allow the administrator to recollect necessary inquiries from the selected inquiries or to include in the inquiries to be registered in the in-game board if it is determined that the inquiries that are not selected are important.

In addition, as described above, since there is a limit to the capacity of a post that can be simultaneously registered in a game board, the number of inquiries selected through step S63 may be limited. To this end, the step S63 can be configured to select an object to be registered in the in-game board according to the order in which the game user's evaluation score is high. If there are a plurality of questions having the same evaluation score, , It can be configured to select according to the order of the most recent inquiry.

On the other hand, the inquiries selected in step S63 and the answers to the questions are registered in the in-game bulletin board (S64), and the questions and their answers are output through the bulletin board interface of each game client connected to the in-game bulletin board (S65).

In step S65, the game user can easily confirm the contents he / she wants to know, so that the individual does not inquire through the true processing system. As a result, the workload of agents who need to respond individually to each inquiry can be reduced, and a unified answer can be provided through the in-game bulletin board.

Referring to FIG. 7, a specific example of a process of selecting questions in step S63 will be described.

Questions received by the complaint processing system are classified into categories such as event, server instability, connection error, and program upgrade error as shown in the following example.

[Event] When is the end of the event?

[Server Instability] Rack is serious. Please take action.

If these inquiries are to be duplicated, duplicate display is performed in step S62.

If the number of objects to be registered in the in-game bulletin board is ten, the true processing system searches for duplicated inquiry items in each category (S63-1), and the top 10 representative inquiries (S63-2). At this time, if there are several inquiries with the same evaluation score and more than 10 inquiries, please select the most recent inquiry first.

If necessary, the administrator selects an important item among the registration objects extracted in step S63-2, and selects a final inquiry item to be registered in the in-game bulletin board and an answer thereto (S63-3). It is needless to say that the contents of inquiries to be registered in the in-game bulletin board and the answers thereto can be modified by the administrator.

It is to be understood that the present invention is not limited to the above-described embodiment, and that various changes and modifications may be made by those skilled in the art without departing from the technical spirit of the present invention Of course.

1 shows an overview of a system for providing an online game service,

Figure 2 shows an embodiment of a calm treatment system according to the present invention,

3 is an example of a game board's board interface,

Figure 4 shows another embodiment of a calm treatment system according to the present invention,

5 shows an example of a calm process data structure including a duplicate indication,

Figure 6 shows an embodiment of the calming treatment method according to the present invention,

Fig. 7 is an example of a question selection process.

DESCRIPTION OF THE REFERENCE NUMERALS

11: user computer 11-1: game client

12: Internet network 13: Game service system

13-1: Web server 13-2: Authentication server

13-3: game server 13-4: main database

15: Easy to use user interface 16: Board interface

20: calm processing system 21: calm processing unit

22: complaint database 23:

24: bulletin board processor 25: redundant display processor

Claims (7)

A complaint processing unit for receiving an inquiry of a game user from a game client installed in each of the user computers so that the agent can reply to the game user and feedbacking the score of the game user to the answer; A complaint database storing and managing questions, answers, and evaluation scores processed by the complaint processing unit by category; A sorting unit for sorting in-game bulletin boards among inquiries stored in the complaint database and answers to the questions; And And a bulletin board processing unit for operating the in-game bulletin board and registering inquiries selected through the selection unit and the contents of the selected questions in the in-game bulletin board. The method according to claim 1, Wherein the complaint database includes a duplicate display field for displaying a duplicate display of each inquiry item, the duplicate display indicating that the corresponding inquiry item is duplicated, Wherein the sorting unit is configured to sort out inquiries to be registered in the in-game bulletin board among the duplicated displayed inquiries. 3. The method of claim 2, Wherein the sorting unit is configured to sort the inquiries to be registered in the in-game bulletin board according to the order of the game users' evaluation scores among the duplicate inquiries. system. 4. The method according to any one of claims 1 to 3, Wherein the selection unit selects a question to be registered in the in-game bulletin board and a reply to the selected question as a post to be registered in the in-game board, when the selection information on at least one of the questions stored in the complaint database is input. Of the system. When the calm processing system receives an inquiry of a game user related to the online game service from a game client installed in each user computer, the administrator can reply to the inquiry, and feedback of the evaluation score of the game user according to the answer Managing; If the inquiry of each game user is overlapped with the inquiry of another game user, the complaint processing system displays a duplicate display of the inquiry item; Selecting an inquiry to be registered in the in-game board from among the duplicated inquiry items; Registering inquiries selected by the settlement processing system and the contents of answers selected by the settlement processing system in the in-game board; And outputting the selected inquiries and the contents of the answers through the bulletin board interface of each of the game clients connected to the in-game bulletin board. 6. The method of claim 5, Wherein the step of selecting the inquiries to be registered in the in-game bulletin board by the settlement processing system is configured to select a predetermined number of inquiries in descending order of the score of the game users for the answers of the inquiries. Claims: What is claimed is: The method according to claim 6, And when the evaluation score of the game user is equal to the answer of each question, the selection is made according to the order of inquiries recently made.

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