KR102516856B1 - Method and apparatus for providing non-face-to-face counseling service - Google Patents

Abstract

Disclosed are a method and an apparatus for providing a non-face-to-face counseling service, which can improve user satisfaction. The method for providing a non-face-to-face counseling service according to one embodiment of the present disclosure may comprise the steps of: receiving a text or video counseling request from a first user terminal; identifying user counseling information including user identification information, designated counselor information, and content of the counseling request of the first user terminal; matching the first user terminal and a second user terminal of a counselor based on the user counseling information according to a preset counseling matching condition; and providing any one counseling interface of a text chatting room and a video chatting room to the first user terminal and the second user terminal such that the user and the counselor can communicate non-face-to-face according to the text or video counseling request of the first user terminal.

Description

Method and device for providing non-face-to-face counseling service {METHOD AND APPARATUS FOR PROVIDING NON-FACE-TO-FACE COUNSELING SERVICE}

The present disclosure relates to a non-face-to-face counseling service providing method and apparatus for supporting an inbound-based counseling service in a non-face-to-face manner.

Recently, as technology has been developed and customized services have been innovated, most people use user terminals such as smart phones in all fields.

In particular, as non-face-to-face services expand, the effectiveness of non-face-to-face counseling is increasing.

In general, counseling means that a person in need of help obtains information, helps in decision-making, or solves a problem through a conversation with a professionally trained counselor.

Counseling can be classified into types including career counseling, academic counseling, personality counseling, financial counseling, legal counseling, and product counseling according to the purpose of counseling. In addition, counseling may be classified into types including individual counseling, group counseling, online counseling, face-to-face counseling, and telephone counseling according to the method of conducting counseling.

In addition, in companies or workplaces that currently provide products or services, customers can make inquiries about specific products or services, service registration/product purchase, report, call with a counselor (voice call, video call), chat, etc. We are building a contact center, telemarketing system, etc. Hereinafter, contact centers, telemarketing systems, etc. are collectively referred to as non-face-to-face counseling systems.

This non-face-to-face counseling system uses one of the following media: voice guidance using ARS (Automatic Response System) or IVR (Interactive Voice Response) or text guidance through IMR (Interactive Message Response) to customers who have dialed in. It provides guidance services, receives user requests and customer requests, and enables telephone consultation with a counselor through a phone connection with a counselor when a customer requests it.

In particular, the current non-face-to-face counseling system connects one of the counselors who are not currently consulting with the customer when connecting to a customer's counselor so that the customer can consult immediately. Then, in the order of the counselor who has finished the consultation, the call is connected to the waiting customer.

This connection method has the advantage of being able to connect quickly, but has a problem in that it is difficult for customers to assign a counselor they want.

In addition, when operated by a company such as a call center as described above, quick answers are possible because counselors conduct consultations according to their duties, but in situations such as personal social media or individual companies, counseling is not compensated for. Therefore, there is a problem that the participation rate of counselors is low.

The foregoing background art is technical information that the inventor possessed for derivation of the present invention or acquired during the derivation process of the present invention, and cannot necessarily be said to be known art disclosed to the general public prior to filing the present invention.

Prior Art 1: Korean Patent Registration No. 10-2345289 (2021.12.27)

One task of an embodiment of the present disclosure is to increase user satisfaction by supporting non-face-to-face counseling with the requested person in charge when a user who wants non-face-to-face counseling selects a text or video call method and requests a consultation with a person in charge. are trying to improve.

An object of an embodiment of the present disclosure is to improve the work efficiency of a non-face-to-face counseling service provider and a counselor by calculating the cost of counseling when a counseling answer to a counseling request is performed.

An object of an embodiment of the present disclosure is to make it applicable to all non-face-to-face fields closely related to daily life, so that questions and answers in daily life can be easily performed.

The purpose of the embodiments of the present disclosure is not limited to the above-mentioned tasks, and other objects and advantages of the present invention not mentioned above can be understood by the following description and will be more clearly understood by the embodiments of the present invention. will be. It will also be seen that the objects and advantages of the present invention may be realized by means of the instrumentalities and combinations indicated in the claims.

A non-face-to-face counseling service providing method according to an embodiment of the present disclosure includes the steps of receiving a text or video consultation request from a first user terminal, user identification information of the first user terminal, designated counselor information, and contents of the consultation request. a step of identifying user counseling information to be used; and matching a first user terminal with a counselor's second user terminal based on the user counseling information according to a preset consultation matching condition; And according to the text or video consultation request of the first user terminal, to provide a counseling interface of any one of a text chat room and a video chat room to the first user terminal and the second user terminal so that the user and the counselor can communicate non-face-to-face steps may be included.

In addition to this, another method for implementing the present invention, another system, and a computer-readable recording medium storing a computer program for executing the method may be further provided.

Other aspects, features and advantages other than those described above will become apparent from the following drawings, claims and detailed description of the invention.

According to an embodiment of the present disclosure, when a user who wants non-face-to-face counseling selects a text or video call method and requests a consultation with a person in charge, user satisfaction is improved by supporting non-face-to-face counseling with the requested person in charge. can make it

In addition, it is possible to diversify matching conditions by designating a counselor so that counseling is performed within the reservation time, and recommending the best counselor suitable for the user according to priority if counseling matching is not performed. Even in this case, user satisfaction can be improved.

In addition, when a counseling answer is performed for a counseling request, work efficiency of the non-face-to-face counseling service provider and the counselor can be improved by settling and paying the counselor for the cost of the counseling.

In addition, by making it applicable to all non-face-to-face fields closely related to daily life, it is possible to easily perform questions and answers in daily life.

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

1 is a diagram schematically illustrating a non-face-to-face counseling service providing system according to an embodiment.
2 is a diagram for explaining a non-face-to-face counseling service providing platform according to an embodiment.
3 is a schematic block diagram of an apparatus for providing a non-face-to-face counseling service according to an embodiment.
4 is a diagram for explaining a non-face-to-face counseling service for a counselor according to an embodiment.
5 is a diagram for explaining a non-face-to-face counseling service for a user according to an embodiment.
6 to 8 are exemplary views of counseling interface screens of a non-face-to-face counseling service providing platform according to an embodiment.
9 is an exemplary diagram for explaining a counseling interface of a platform for providing a non-face-to-face counseling service related to social media linkage according to an embodiment.
10 is a flowchart illustrating a method of providing a non-face-to-face counseling service according to an embodiment.

Advantages and features of the present disclosure, and methods of achieving them, will become clear with reference to the detailed description of embodiments in conjunction with the accompanying drawings.

However, it should be understood that the present disclosure is not limited to the embodiments presented below, but may be implemented in a variety of different forms, and includes all conversions, equivalents, and substitutes included in the spirit and technical scope of the present disclosure. . The embodiments presented below are provided to complete the present disclosure and to fully inform those skilled in the art of the scope of the disclosure. In describing the present disclosure, if it is determined that a detailed description of related known technologies may obscure the gist of the present disclosure, the detailed description will be omitted.

Terms used in this application are only used to describe specific embodiments, and are not intended to limit the present disclosure. Singular expressions include plural expressions unless the context clearly dictates otherwise. In this application, the terms "include" or "have" are intended to designate that there is a feature, number, step, operation, component, part, or combination thereof described in the specification, but one or more other features It should be understood that the presence or addition of numbers, steps, operations, components, parts, or combinations thereof is not precluded. Terms such as first and second may be used to describe various components, but components should not be limited by the terms. These terms are only used for the purpose of distinguishing one component from another.

Hereinafter, embodiments according to the present disclosure will be described in detail with reference to the accompanying drawings. In the description with reference to the accompanying drawings, the same or corresponding components are assigned the same reference numerals, and overlapping descriptions thereof are omitted. I'm going to do it.

1 is a diagram schematically illustrating a non-face-to-face counseling service providing system according to an embodiment, and FIG. 2 is a diagram for explaining a non-face-to-face counseling service providing platform according to an embodiment.

Referring to FIG. 1 , a non-face-to-face counseling service providing system 1 may include a non-face-to-face counseling service providing device 100 , a user terminal 200 , a server 300 and a network 400 .

As shown in FIG. 2, in the non-face-to-face counseling service providing system 1, when a user who wants a non-face-to-face consultation selects a text or video call method and requests a consultation with a person in charge, a non-face-to-face one-on-one consultation with the person in charge It relates to a platform that supports this, and may be referred to as, for example, an inbound counseling service providing system.

Here, the counseling service may refer to any act of answering inquiries or suggestions, and may be applied to all fields of practice. For example, it can be applied to non-face-to-face fields (non-face-to-face collaboration, non-face-to-face shopping, non-face-to-face learning and evaluation, etc.) that are closely related to daily life, such as education, sale and store transactions, and service fields.

The fields of education include beauty (make-up, hair, nail art, skin care, semi-permanent, etc.), fashion (wedding dress, hanbok, general clothes, etc.), food (Korean, Chinese, Western, etc.), art (painting, modeling, etc.), culture (K-POP dance, etc.), companion animals (health, beauty, food, clothing, kindergarten, etc.), agriculture and plant cultivation (hydroponics, fruit, etc.), call center, repair shop, home appliance repair, etc.

In addition, the real estate and store transaction fields may include used transactions, over-the-counter sales and leasing, and the service field may include plastic surgery counseling, wedding counseling, travel counseling, and the like.

The non-face-to-face counseling service providing system 1 may enable not only one-to-one non-face-to-face counseling, but also one-to-many non-face-to-face counseling according to embodiments.

In addition, in one embodiment, the non-face-to-face counseling service providing system 1 obtains a satisfactory answer from the counselor for the user's inquiry through active communication between the user seeking counseling (hereinafter referred to as user) and the counselor, In order to be able to provide quick answers to various inquiries, compensation according to consultation may be provided.

That is, the non-face-to-face counseling service providing system 1 can allow counselors to actively participate in counseling through a system that calculates costs according to the number of counseling cases and counseling time and settles them to the counselor. In addition, the non-face-to-face counseling service providing system 1 can improve customer satisfaction and service quality by enabling users to receive professional counseling more quickly as the counselor's work efficiency improves.

In addition, in one embodiment, the non-face-to-face counseling service providing system 1 may link with the counselor's social media account based on the counselor's social media account information input when the counselor is registered. Accordingly, the non-face-to-face counseling service providing system 1 collects comments or replies to content uploaded to the counselor's social media account, identifies the counseling request text such as questions, and provides the counselor with the counseling request, making it faster and faster. Consultation can be performed conveniently.

Here, content (content or contents) may include a concept that collectively refers to digital information or individual information elements composed of letters, codes, voices, sounds, sound sources, images, moving pictures (video and audio), and the like. Such content may include, for example, data such as text, image, video, sound source, link (eg, web link), or a combination of at least two of these data.

On the other hand, in one embodiment, users access an application or website implemented in the user terminal 200, request a non-face-to-face counseling service, request registration as a non-face-to-face counselor, and use the non-face-to-face counseling service providing device 100 It is possible to use non-face-to-face counseling services such as cost settlement and payment by performing counseling on the counseling interface provided by , and also perform a support process to provide non-face-to-face counseling services.

In one embodiment, the user terminal 200 may include a first user terminal 210 , a second user terminal 220 and a third user terminal 230 . In an embodiment, the first user terminal 210 may be a user requesting consultation, that is, a terminal of a user, and the second user terminal 220 may be a user performing consultation, that is, a terminal of a counselor. And the third user terminal 230 may be a user terminal that provides a non-face-to-face counseling service, that is, a manager's terminal.

However, in one embodiment, user terminals are separately described for convenience of description, but are not limited thereto. That is, in one embodiment, in the user terminal 200, the first user terminal 210, the second user terminal 220, and the third user terminal 230 may refer to different devices, but may refer to the same terminal. may be

After accessing a non-face-to-face counseling service providing application or a non-face-to-face counseling service providing site, the user terminal 200 may receive a non-face-to-face counseling service through an authentication process. The authentication process may include, but is not limited to, authentication of inputting user information such as membership registration, authentication of a user terminal, etc., and links transmitted from the non-face-to-face counseling service providing device 100 and/or server 300. The authentication process may be performed only by accessing the .

The user terminal 200 includes a desktop computer, a smart phone, a laptop computer, a tablet PC, a smart TV, a mobile phone, a personal digital assistant (PDA), a laptop computer, a media player, a micro server, and a global positioning system (GPS) device operated by a user. , e-book readers, digital broadcast terminals, navigation devices, kiosks, MP3 players, digital cameras, home appliances, and other mobile or non-mobile computing devices, but are not limited thereto.

In addition, the user terminal 200 may be a wearable terminal such as a watch, glasses, hair band, and ring having a communication function and a data processing function. The user terminal 200 is not limited to the above, and a terminal capable of web browsing may be borrowed without limitation.

Meanwhile, in one embodiment, the non-face-to-face counseling service providing system 1 may be implemented by the non-face-to-face counseling service providing device 100 and/or the server 300 . In other words, the non-face-to-face counseling service providing device 100 may be partially or entirely implemented as the server 300 .

That is, the non-face-to-face counseling service providing device 100 may be implemented in the server 300, and the server 300 operates the non-face-to-face counseling service providing system 1 including the non-face-to-face counseling service providing device 100. It may be a server for providing non-face-to-face counseling services or a server that implements part or all of the device 100 for providing non-face-to-face counseling services.

In an embodiment, the server 300 receives a request for consultation from a user using a non-face-to-face one-on-one consultation service, matches a counselor according to a preset one-to-one consultation matching condition, and provides information about the overall process of performing consultation and cost processing. It may be a server that controls the operation of the face-to-face counseling service providing device 100 .

In addition, the server 300, for example, manages not only the components of the non-face-to-face counseling service providing apparatus 100, but also new registration of related devices, network environment, etc., to provide services in a non-face-to-face counseling service providing platform. And it may be a server in charge of operating various devices so that management can be performed smoothly.

In addition, the server 300 may be a database server that provides data for operating the device 100 for providing non-face-to-face counseling services. In addition, the server 300 may include a web server, an application server, or a deep learning network providing server.

In addition, the server 300 may include a big data server and an AI server required to apply various artificial intelligence algorithms, a calculation server that performs calculations of various algorithms, and the like.

Also, in this embodiment, the server 300 may include the aforementioned servers or network with these servers. That is, in this embodiment, the server 300 may include or network with the above web server and AI server.

In the non-face-to-face counseling service providing system 1 , the non-face-to-face counseling service providing device 100 and the server 300 may be connected by a network 400 . Such a network 400 may be wired networks such as LANs (local area networks), WANs (wide area networks), MANs (metropolitan area networks), ISDNs (integrated service digital networks), wireless LANs, CDMA, Bluetooth, satellite communication However, the scope of the present disclosure is not limited thereto. In addition, the network 400 may transmit and receive information using short-range communication and/or long-distance communication.

Also, the network 400 may include connections of network elements such as hubs, bridges, routers, switches, and gateways. Network 400 may include one or more connected networks, such as a multiple network environment, including a public network such as the Internet and a private network such as a secure corporate private network. Access to network 400 may be provided through one or more wired or wireless access networks. Furthermore, the network 400 may support an Internet of Things (IoT) network and/or 5G communication in which information is exchanged and processed between distributed components such as things.

3 is a schematic block diagram of an apparatus for providing a non-face-to-face counseling service according to an embodiment.

Referring to FIG. 3 , the non-face-to-face counseling service providing device 100 may include a communication interface 110, a user interface 120, a memory 130, and a processor 140.

The communication interface 110 may provide a communication interface necessary to provide a transmission/reception signal between external devices in the form of packet data in conjunction with the network 400 . In addition, the communication interface 110 may be a device including hardware and software necessary for transmitting and receiving a signal such as a control signal or a data signal with another network device through a wired or wireless connection.

The communication interface 110 may support various things intelligence communication (internet of things (IoT), internet of everything (IoE), internet of small things (IoST), etc.), machine to machine (M2M) communication, V2X ( vehicle to everything communication) communication, D2D (device to device) communication, and the like may be supported.

That is, the processor 140 may receive various data or information from an external device connected through the communication interface 110 and may transmit various data or information to the external device. And, the communication interface 110 may include at least one of a WiFi module, a Bluetooth module, a wireless communication module, and an NFC module.

The user interface 120 may include an input interface through which user requests and commands for the non-face-to-face counseling service providing platform provided by the non-face-to-face counseling service providing device 100 are input.

In addition, the user interface 120 controls the operation of the non-face-to-face counseling service providing device 100 (eg, changing preset one-to-one counseling matching conditions, detailed settings of a counseling interface, changing parameters and learning conditions of a learning model used for counseling analysis, etc. ) may include an input interface into which user requests and commands for controlling the device are input.

Further, the user interface 120 may include an output interface on which a counseling interface screen such as a text chat room and a video chat room for a non-face-to-face counseling service providing platform, a customer management screen, and a counselor profile screen are output. That is, the user interface 120 may output results according to user requests and commands. An input interface and an output interface of the user interface 120 may be implemented in the same interface.

Also, in one embodiment, the user interface 120 may include a counseling interface provided so that counseling may be performed between the first user terminal 210 and the second user terminal 220 .

The memory 130 may store various information necessary for controlling the operation (operation) of the non-face-to-face counseling service providing device 100 and/or the server 300 and store control software, and may be a volatile or non-volatile recording medium. can include

The memory 130 is connected to one or more processors 140 through electrical or internal communication interfaces and, when executed by the processor 140, causes the processor 140 to control the non-face-to-face counseling service providing device 100. (cause) You can save codes.

Here, the memory 130 may include non-temporary storage media such as magnetic storage media or flash storage media, or temporary storage media such as RAM, but the scope of the present invention is not limited thereto. The memory 130 may include built-in memory and/or external memory, and may include volatile memory such as DRAM, SRAM, or SDRAM, one time programmable ROM (OTPROM), PROM, EPROM, EEPROM, mask ROM, flash ROM, Non-volatile memory such as NAND flash memory, or NOR flash memory, SSD. It may include a compact flash (CF) card, a flash drive such as an SD card, a Micro-SD card, a Mini-SD card, an Xd card, or a memory stick, or a storage device such as an HDD.

Also, information related to an algorithm for performing learning according to the present disclosure may be stored in the memory 130 . In addition, various information necessary within the scope of achieving the object of the present disclosure may be stored in the memory 130, and the information stored in the memory 130 may be updated as received from a server or an external device or input by a user. may be

The processor 140 may control the overall operation of the non-face-to-face counseling service providing device 100 . Specifically, the processor 140 is connected to the configuration of the non-face-to-face counseling service providing device 100 including the memory 130, and executes at least one command stored in the memory 130 to execute the non-face-to-face counseling service providing device ( 100) can be controlled overall.

Such processor 140 may be implemented in various ways. For example, the processor 140 may include an application specific integrated circuit (ASIC), an embedded processor, a microprocessor, hardware control logic, a hardware finite state machine (FSM), a digital signal processor Processor, DSP) may be implemented as at least one.

The processor 140, as a kind of central processing unit, may control the operation of the non-face-to-face counseling service providing device 100 by driving control software loaded in the memory 130. The processor 140 may include any type of device capable of processing data. Here, a 'processor' may refer to a data processing device embedded in hardware having a physically structured circuit to perform functions expressed by codes or instructions included in a program, for example.

4 is a diagram for explaining a non-face-to-face counseling service for a counselor according to an embodiment, FIG. 5 is a diagram for explaining a non-face-to-face counseling service for a user according to an embodiment, and FIGS. 6 to 8 are It is an exemplary view of a consultation interface screen of a non-face-to-face consultation service providing platform according to an embodiment.

With reference to FIGS. 4 to 8 , the management of the non-face-to-face counseling service providing platform by the processor 140, that is, the execution of a series of processes allowing non-face-to-face one-to-one counseling between a user and a counselor to be performed will be described.

In one embodiment, the processor 140 performs the management of the non-face-to-face counseling service providing platform, but the third user terminal 230, that is, the manager (eg, a company providing a non-face-to-face counseling service platform) You can receive input about settings or approval processing of the consultation service.

That is, among a series of processes for providing non-face-to-face counseling service, the processor 140 may have a process performed according to settings or approval processing input from the third user terminal 230, and depending on the embodiment, the design phase All processes can be performed automatically based on the settings in .

In one embodiment, the processor 140 may provide different interfaces to each of the first user terminal 210 , the second user terminal 220 , and the third user terminal 230 .

In an embodiment, the third user terminal 230 has a schedule management interface capable of managing counselor history and photos, managing a calendar capable of inputting counseling dates, counseling times, and counseling contents, managing text transmission, managing service guidance for each consultation, and the like. may be provided.

On the other hand, in one embodiment, text does not mean only text messages (SMS) implemented in the user terminal 200, but also interworks with chat rooms or pop-up messages in non-face-to-face counseling service providing applications and/or sites, and messengers. It may mean a messenger chatting message through , an SNS chatting message through interworking with SNS, and the like.

In addition, in one embodiment, the third user terminal 230 includes free counseling, text counseling and video counseling designation management, amount setting management per text message, amount setting management per video consultation hour, cost payment approval management, charging or designated payment management, A payment management interface through which counselor points and payment amount settlement management can be performed can be provided.

And, in one embodiment, the third user terminal 230 is provided with reservation standby text, counselor confirmation text, reservation change inquiry text, reservation completion text, counseling chat room connection text (web page access URL, chat room automatically interlocked text within the application, etc.) A text management interface that can be transmitted may be provided.

In addition, in one embodiment, the third user terminal 230 manages a consultation list, consultation time (day, week, month, year), consultation target, claim occurrence, consultation satisfaction report, etc. A counseling management interface capable of managing memos may be provided. At this time, the third user terminal 230 may perform a claim search through the consultation management interface, and may set character restriction conditions, link restriction conditions, document restriction conditions, and the like.

In one embodiment, the second user terminal 220 is provided with a schedule management interface capable of performing a counselor profile registration function, a counselor social media account upload function, a selectable reservation date registration function, a reservation time blocking function, and a reservation change function. It can be.

Accordingly, the second user terminal 220 may input counselor information through a schedule management interface, set a date and time available for reservation on a schedule calendar, and set to block text messages at reserved time slots so that text messages do not arrive at the reserved time slot. can do. In addition, the second user terminal 220 may request that a reservation change inquiry text message be transmitted through the schedule management interface when reservation acceptance is incorrect due to an error. Accordingly, the processor 140 may transmit a reservation change inquiry text from the second user terminal 220 to the first user terminal 210 .

In addition, in one embodiment, the first user terminal 210 may be provided with a schedule management interface through which a desired counselor designation function, a date and time check function, a consultation content input function, and the like can be performed.

And in one embodiment, the first user terminal 210 has a function of specifying a counseling method of text counseling or video counseling, a charge payment and time payment selection function for video counseling, a function of requesting payment for overdue counseling, etc. Can be performed A payment management interface may be provided.

Meanwhile, in an embodiment, a counseling interface is provided to the first user terminal 210 and the second user terminal 220 so that non-face-to-face counseling can be performed between the first user terminal 210 and the second user terminal 220. can provide.

Such a counseling interface may be configured to perform a document, photo, link address sharing and memo function, a chat function, a function to check exposure of remaining consultation time, and a chat function within a video screen.

In addition, as shown in FIGS. 6 to 8 , when video counseling is performed, the counseling interface can perform a memo function, a mute function, and a screen enlargement and reduction function on the on-site situation screen or the screen received from the other party. can be configured.

That is, in one embodiment, during video consultation, a consultation interface may be provided so that the first user terminal 210 and the second user terminal 220 can communicate interactively through a video screen. Accordingly, an image captured by the first user terminal 210 or an image and text displayed on the first user terminal 210 may be shared with the second user terminal 220 in real time, and the second user terminal 220 ), or images and text displayed on the second user terminal 220 may be shared with the first user terminal 210 in real time.

Referring to FIG. 6 , in one embodiment, a process of resolving inquiries may be performed while viewing images taken by a user and a counselor through a counseling interface.

In addition, referring to FIG. 7 , in one embodiment, when the user displays a part to be inquired on the first user terminal 210 through the counseling interface, the part the user displays on the second user terminal 220 of the counselor. is output, and when the counselor displays a portion to be corrected or informed on the second user terminal 220, the portion displayed by the counselor may be output on the first user terminal 210 of the user.

Also, referring to FIG. 8 , in one embodiment, the counseling interface may be implemented to enable text chatting while video counseling is in progress. For example, the consultation interface may be implemented such that chatting content is exposed like a pop-up in the center of an image.

Meanwhile, according to an embodiment, a counseling interface is also provided to the third user terminal 230 so that when the first user terminal 210 and the second user terminal 220 conduct video counseling, the third user terminal 230 ) may enable chatting input on the corresponding video screen.

In addition, the counseling interface may be configured to perform functions related to excessive counseling, such as a function of checking costs according to excessive counseling. In this case, the first user terminal 210 may be configured to request excessive consultation, and the second user terminal 220 may perform an excessive consultation approval function and a function to set an excessive consultation time.

Therefore, in one embodiment, if the first user terminal 210 checks the consultation time and requests excessive consultation through the consultation interface, the second user terminal 220 may approve the excessive consultation through the consultation interface, If over-consultation is approved, over-consultation may proceed.

Meanwhile, in one embodiment, the first user terminal 210 displays cost payment details, consultation details, etc. by date, and displays cost settlement details, consultation details, etc. by date on the second user terminal 220, 3 A statistical interface may be provided to the user terminal 230 to display details of cost calculation by date and consultation details for each user and counselor.

In one embodiment, content shared during consultation or content related to expertise may be stored, including a database, and provided to the third user terminal 230 at the request of the third user terminal 230, or the first It can be provided to the user terminal 210 and the second user terminal 220 .

In addition, in one embodiment, the content stored in the database is transmitted to the first user terminal 210 and the second user terminal 210 according to a predetermined condition in the counseling process or even upon request from the first user terminal 210 and the second user terminal 220. It can be provided to the second user terminal 220 .

Preset conditions may include a case where a specific keyword is detected using artificial intelligence-based conversation analysis, a case where a search is requested, and the like. For example, when a specific keyword is detected, the counselor's answer may be supplemented by providing content set for the corresponding keyword.

In one embodiment, as shown in FIGS. 4 and 5 , a user (customer) may request non-face-to-face counseling from a counselor (person in charge) by selecting a text or video call method.

In the case of text counseling, counseling is possible anytime, anywhere, regardless of the date and time, and in the case of video counseling, counseling is possible within the date and time available for reservation. At this time, the user can request counseling after confirming counselor information and designating a desired counselor. Accordingly, counselor information must be pre-registered and provided to the user.

When a counselor registration request is received from the second user terminal 220, the processor 140 registers the second user terminal 220 as a counselor, requests counselor information from the second user terminal 220, and acquires counselor information. can do.

In an embodiment, the counselor information may include counselor identification information, counselable field, counselable available time, and counselor social media account information. More specifically, the counselor information may include a counselor history, a counselor's photo, a date available for counseling, a time available for counseling, detailed counseling service contents, and the like.

In one embodiment, the counselor may request information change when his/her own information is changed. That is, when new information is input from the second user terminal 220, counselor information may be updated from information input during counselor registration. In addition, counselor information may be automatically input when input from the second user terminal 220 or may be directly uploaded and input from the third user terminal 230 .

As described above, in the case of text counseling, the first user terminal 210 immediately upon request for counseling so that communication between the first user terminal 210 and the second user terminal 220 can be performed regardless of place or time. ) and the second user terminal 220 of the designated counselor may be matched to create a text chatting room.

However, since counselors are not always available for video counseling, a reservation process is required.

When a video consultation request is received from the first user terminal 210 , the processor 140 may transmit a reservation standby text to the first user terminal 210 . The reservation wait text may be automatically transmitted according to a reservation request or transmitted by a request from the third user terminal 230 . Accordingly, the third user terminal 230 can check desired counselors, counseling dates and counseling times for each user, and possible counseling dates and counseling times for each counselor.

In one embodiment, when requesting a video consultation, the first user terminal 210 may perform a reservation request. At this time, the reservation request for the video consultation request may be performed through a reservation request interface.

Such a reservation request interface may be configured to input counseling type, applicant's name, gender, age, mobile phone number, e-mail, inquiry contents, and the like. That is, when requesting a video consultation, the processor 140 may receive user consultation information including all information input through the reservation request interface from the first user terminal 210 .

The processor 140 may transmit a counselor confirmation text to the second user terminal 220 of the counselor designated by the first user terminal 210 in response to the video consultation request from the first user terminal 210 . In this case, the processor 140 may receive counseling approval, reservation change date, reservation time setting, etc. from the second user terminal 220 .

Also, when the consultation approval is received from the second user terminal 220, the processor 140 may transmit a reservation completion text message to the first user terminal 210. At this time, if the reservation is not possible, the processor 140 may receive a reservation change request from the first user terminal 210, and may transmit a change inquiry text to the second user terminal 220 according to the reservation change request. .

That is, when requesting a video consultation (reservation) from the first user terminal 210, the processor 140 transmits a reservation waiting text to the first user terminal 210 and sends a counselor confirmation text to the second user terminal 220. When the reservation is completed, a reservation completion text message may be transmitted to the first user terminal 210 and the second user terminal 220 .

Then, the processor 140 may transmit a video counseling chat room connection text to the first user terminal 210 and the second user terminal 220 when the set time comes after the reservation is completed. The setting time may be set from at least one of the first user terminal 210, the second user terminal 220, and the third user terminal 230, and the first user terminal 210 and the second user terminal 220 ) may set a time to receive a text from their user terminal, respectively.

This setting time may be set to, for example, 30 minutes, etc., which is set so that a video counseling chat room connection text message is transmitted 30 minutes before the reservation time. Therefore, in one embodiment, a video counseling chat room linking text (web page access URL, automatic in-application chat room message, etc.) may be transmitted to the user and counselor on the day of reservation before the reservation time setting time (30 minutes).

In addition, the processor 140 sends a counseling end notification text to the first user terminal 210 and the second user at a predetermined time (eg, 5 minutes before) before the end of the counseling in order to notify when the counseling ends. It can be transmitted to the terminal 230. The predetermined time period may be set by at least one of the first user terminal 210, the second user terminal 220, and the third user terminal 230, and the content of the counseling end notification text may also be set. In this case, the third user terminal 230 may check time counting results for each consultation, such as an elapsed consultation time and a remaining consultation time.

In an embodiment, when the second user terminal 220 inputs a reservation available date, a reservation available time, and a consultation available time in the schedule table, the processor 140 classifies and manages schedules for each counselor. At this time, the processor 140 may provide a reservation management interface so that the third user terminal 230 can check counselor information along with schedules for each counselor. Therefore, it is possible to quickly manage and change reservations according to the user's reservation consultation.

Meanwhile, in one embodiment, the processor 140 may match the first user terminal 210 and the second user terminal 220 based on the user consultation information according to a preset consultation matching condition.

At this time, the pre-set counseling matching condition is, when the user designates the desired counselor, the user and the counselor are matched, the matched user and the user are finally matched based on the reservation information, and if not matched, the customer has previously consulted. It is to perform matching with the counselor who performed it. Therefore, according to an embodiment, it is possible to store and manage details of counselors who performed counseling for each user and details of users who performed counseling for each counselor.

In addition, in one embodiment, when matching is not performed even by the preset matching conditions, the order of the average satisfaction score of the counselor's counseling details according to the preset priority order, the order of the lowest number of claims in the counseling details, and the counselor's counseling A list of counselors may be extracted in order of highest grade, order of highest participation in counseling details, order of highest degree of satisfaction, order of few claims, order of highest grade, and order of highest participation, and provided to the user.

In one embodiment, not only can the user designate a desired counselor, but also recommends the most optimal counselor when matching with another counselor is required because there is no desired counselor, there is no previous counselor, or the reservation time of the desired counselor cannot be matched. A list of counselors may be recommended according to the preset priorities so as to be available.

Meanwhile, the processor 140 may designate a payment method according to counseling, and may also designate free and paid counseling. Accordingly, the counselor can receive the cost per consultation, and the user can pay the cost per consultation.

When designating free counseling, the processor 140 may set points per day, week, month, or year. Free consultations can be set to have no time limit. That is, in the case of free counseling, free counseling may be conducted based on the criteria set in the third user terminal 230 .

In this case, in one embodiment, free counseling may be performed when the administrator pays the counselor the counseling cost, rather than when the counselor pays the counseling cost with the counseling cost paid by the user. That is, the processor 140 calculates the counseling cost of the second user terminal 220 through the cost paid from the third user terminal 230 for the consultation case set as free consultation in the third user terminal 230. can be made to be performed.

For example, when consulting is conducted at a call center of a company, the company may directly provide points to the counselor for each consultation. In this case, since the user does not have to pay the counselor, the administrator only needs to select the free counseling function. Applications for free counseling may include, for example, schools, government offices, university hospitals, corporate call centers, and the like.

The processor 140 can be divided into a charging payment method and a designated payment method. In the rechargeable payment method, a charging unit is set to a payment amount input from the third user terminal 230, that is, directly determined by a manager (eg, 30,000 won, etc.) so that it is deducted for each use.

In the designated payment method, the basic counseling time, excess time, and amount are preset from at least one of the first user terminal 210, the second user terminal 220, and the third user terminal 230 (eg, the default 20 minutes 20,000 won + over 10 minutes 10,000 won = total payment 30,000 won), so that the payment is made according to the consultation time.

During text counseling, the processor 140 may set the limit length of the question character of the first user terminal 210, and may determine whether the character limit is exceeded by counting the length of the character and determining whether the set question character limit length is exceeded.

In addition, the processor 140 may check the number of text responses in the second user terminal 220 and may count the length of the text responses. For example, the processor 140 may statistically classify the number of text responses by day, week, month, and year.

In one embodiment, the processor 140 may set the number of question texts in the first user terminal 210 to 2,000 won per case, and may set the basic text length limit to 200 characters. Further, the processor 140 may set the basic character length limit of the second user terminal 220 to, for example, 80 characters, so that answer characters of 80 characters or more may be input.

Text counseling may not be charged if there is no response or if the response does not meet the standard conditions. In this case, the reference condition refers to a case in which an answer of 80 characters or less is input according to the basic character length limit.

That is, in the case of text counseling, the cost can be settled only when the inquiry is answered. At this time, there is no character limit as long as the number of answer characters exceeds the minimum number, and there may be restrictions on link and document transmission. This may be to prevent sharing of documents that have not been verified, to prevent link addresses that do not match the purpose of counseling, and to prevent data transmission of inappropriate content.

However, in one embodiment, even if a text message is input to satisfy a standard condition, if text counseling is not completed, cost settlement may not be performed. This is to prevent a situation in which the counselor completes text counseling even though the user's inquiry has not been resolved.

In this case, in one embodiment, when the text counseling is completed, that is, the user's inquiry has been resolved, a text message for confirming completion may be transmitted to the first user terminal 210 to confirm completion. Further, in an embodiment, when a keyword that can be determined as completion of counseling is detected through AI-based conversation analysis, it may be determined that counseling is completed.

In the case of video consultation, real-time video consultation can be performed by utilizing document and data sharing. However, for example, it may be limited to 8 GB per month and 500 cases.

During video counseling, the processor 140 may set charging payment or time payment to be performed, which may be set as a payment method requested by the first user terminal 210 . That is, when the first user terminal 210 requests a charge payment, the first user terminal 210 may deduct the amount for each consultation after paying the amount at once. In addition, when the first user terminal 210 requests time payment, after selecting a basic (for example, 20 minutes) and an extra time, payment can be made according to time.

During video counseling, the processor 140 may count the counseling time, and when a request for additional counseling is received from the first user terminal 210, additional counseling may be performed. At this time, when a request for additional counseling is received from the first user terminal 210 , the processor 140 may determine whether or not the second user terminal 220 approves excessive counseling, and then allows additional counseling to proceed.

In addition, the processor 140 may allow counseling to proceed after confirming cost deduction, for example, only for charged payment, if the counselor is approved for the cost after chatting for an excessive counseling time.

When the approval for excessive consultation is confirmed from the second user terminal 220, the processor 140 calculates the consultation cost as much as the additional consultation requested time requested by the first user terminal 210, and then converts the remaining time information to the first user terminal 210. ) and the second user terminal 220. In this case, the counseling cost may be paid immediately when additional counseling is performed or when the counseling is completed after calculating the cost.

For example, only for charged payment, if the cost is approved after the counselor transmits chatting for an excessive counseling time, the counseling may proceed after confirming the cost deduction.

The processor 140 may settle and pay points or counseling costs to the second user terminal 220 after the reserved video call time is completed (when excessive counseling is performed, it is completed by the excess counseling time), and the first user terminal Consultation fees can be charged (paid) to (210). According to an embodiment, the processor 140 may perform payment after payment approval is received from the third user terminal 230 .

At this time, the processor 140 can set non-refundable upon termination of forced counseling, such as the user's intention or change of mind, and also, if there are many claims from the user or the satisfaction level is below the standard value, the counselor can be forcibly dismissed and the settlement amount can be deducted can be set

That is, in one embodiment, a satisfaction survey may be directly requested from a user to confirm a claim or satisfaction level. In addition, in one embodiment, it is possible to perform more accurate and specific claims or satisfaction checks by performing artificial intelligence-based conversation analysis and image analysis.

In addition, since the confirmation of claims or satisfaction through conversation analysis and video analysis can be performed in real time even during the course of counseling, the counselor can immediately identify claims or satisfaction while conducting counseling, enabling immediate counseling management. can do.

For example, sentiment analysis using natural language processing can be performed. That is, in one embodiment, text for chat conversation contents in text counseling and video consultation and voice conversation contents in video consultation are obtained, natural language processing is performed, and then a deep learning model Transformer is used to provide text data content. can be assessed positively and negatively.

In addition, a model called BERT (Bidirectional Encoder Representations from Transformer) can be used, which, unlike CNN and LSTM models, pre-trains various information that can be obtained from big data, so that various vocabularies that do not exist in the training data You can use enemy traits.

In this way, emotion analysis may be performed by a text classification method as a supervised learning concept, or may be performed by a method of grasping a context as an unsupervised learning concept. That is, in one embodiment, it is possible to compare a positive value and a negative value to determine whether or not a satisfaction evaluation and a claim have occurred.

And, in one embodiment, deep neural networks (DNNs) technology is used to read facial expressions that appear to users during video counseling as pixels, and after repeatedly learning them, to distinguish emotions associated with each facial expression. can do. That is, in one embodiment, positive emotions and negative emotions according to facial expressions may be determined and used to more accurately evaluate satisfaction and determine whether or not a claim has occurred. In addition, by analyzing the color of the face or the tone of voice, the user's emotion can be grasped, which can be used to evaluate satisfaction and determine whether or not a claim has occurred.

Here, artificial intelligence (AI) is a field of computer science and information technology that studies how to enable computers to do thinking, learning, and self-development that can be done with human intelligence. It can mean allowing you to imitate intelligent behavior.

Also, artificial intelligence does not exist by itself, but has many direct or indirect relationships with other fields of computer science. In particular, in modern times, attempts to introduce artificial intelligence elements in various fields of information technology and use them to solve problems in the field are being very actively made.

Machine learning is a branch of artificial intelligence that can encompass the field of study that gives computers the ability to learn without being explicitly programmed. Specifically, machine learning can be said to be a technology that studies and builds a system that learns based on empirical data, makes predictions, and improves its own performance, as well as algorithms for it. Algorithms in machine learning can take the form of building specific models to derive predictions or decisions based on input data, rather than executing rigidly defined static program instructions.

Here, deep learning technology can learn by going down to a deep level in multiple stages based on data. Deep learning can represent a set of machine learning algorithms that extract core data from a plurality of data as the level increases.

The deep learning structure may include an artificial neural network (ANN), and for example, the deep learning structure is composed of a deep neural network (DNN) such as a convolutional neural network (CNN), a recurrent neural network (RNN), and a deep belief network (DBN). It can be. The deep learning structure according to this embodiment may use various known structures. That is, an artificial neural network may be installed in the event video transmission system 1, that is, the processor 140 of the present embodiment may be an artificial neural network, for example, a deep neural network such as CNN, RNN, or DBN. : DNN). Both unsupervised learning and supervised learning may be used as the machine learning method of the artificial neural network. In this embodiment, the artificial neural network structure can be controlled to be updated after learning according to settings.

For example, a deep learning-based prediction model recognizes not only a single image but also a video, and can recognize voices in a video and scene transitions that change from moment to moment. In addition, it is possible to link and analyze the image and voice in the video, and recognize that the object is moving in space during the time the video is played.

In addition, the deep learning-based prediction model can apply, for example, a Generalized Data Transformations (GDT) model that covers all audio-visual data. The GDT is a deep learning model that recognizes video-audio relationships, ) to recognize audiovisual data. Here, the multimodal data refers to information containing correlations among various data rather than single data such as video and audio.

GDT utilizes the principle of Convolutional Neural Network (CNN). When learning data, information that is related to each other is placed close to each other on the vector space, and information that is not related to each other is placed far away. Voice data (noise, noise) unrelated to the image in the video is placed far away in the vector space to analyze the relationship between the two data at a low level during machine learning. At this time, the vector space means a matrix or graph that expresses each information in a number system so that AI can recognize the data.

Accordingly, in an embodiment, content having a similar sound but different image content may be selected. For example, videos featuring vacuum cleaners, motorcycles, and tractors may have similar engine operation sounds, but the content of the videos may be different. In an embodiment, images having similar sound but different images may be selected, and if the content using the same background music has a different character or content, it may be recommended to the user without considering it as duplicate content.

In addition, in one embodiment, the deep learning-based prediction model can perform spatio-temporal recognition by detecting an object moving over time, and can recognize only a place where movement is seen by dividing an image frame into several patch units. . Unlike the 3D convolutional neural network learning, which is a method used to recognize motion in the past, learning the entire frame, in an embodiment, only a patch containing motion can be selected and how much the motion has changed in the next frame can be analyzed. At this time, comparative analysis may be performed only for the time when the motion is captured on the patch. That is, since there is no need to analyze the entire frame area, it may take a shorter time than conventional methods to recognize motion in a video. However, the description of such a deep learning-based prediction model is based on an embodiment and is not limited thereto, and various deep learning-based learning model techniques may be applied.

In addition, in an embodiment, not only keywords are extracted through sentence analysis, but also question sentences may be detected. When a question sentence is detected, the processor 140 may provide an answer guide corresponding to the question to the counseling interface of the second user terminal 220 .

In addition, in one embodiment, when a question is identified through sentence analysis, a chat room according to the question can be immediately created, a consultation reservation is immediately performed when a reservation request is identified, or a reservation for another process requiring a reservation is performed. A reservation request interface may be provided to the first user terminal 210 so as to be able to do so.

And in one embodiment, while performing counseling, the user's emotion (satisfaction evaluation and claim evaluation) is grasped, the user's real-time emotion is provided to the counseling interface of the second user terminal 220, and the second user terminal 220 It is possible to manage counseling, such as different counseling attitudes during the course of counseling.

9 is an exemplary diagram for explaining a counseling interface of a platform for providing a non-face-to-face counseling service related to social media linkage according to an embodiment.

Referring to FIG. 9 , in an embodiment, the counselor's social media account may be linked through the counselor's social media account information input from the second user terminal 220 .

That is, in one embodiment, through linkage with the counselor's social media account, it is possible to check the contents and replies (including comments) uploaded to the counselor's social media account in the non-face-to-face counseling service providing application and / or site, or the counselor's social media account. You can enable you to check replies (including comments) to content uploaded to your account.

Accordingly, in one embodiment, the processor 140 may obtain replies from the uploaded account through linkage with the counselor's social media account. Accordingly, the processor 140 may perform sentence analysis on the obtained replies to detect keywords that may be determined as questions.

Further, when a keyword is detected, the processor 140 checks information about a user who inputs a corresponding reply, and matches the corresponding user with a counselor who uploaded content to create a text chat room. In other words, when a user leaves a question or reply to a counselor's content, a chat room including the question is automatically created so that the user can easily enter a question while viewing the content, and the counselor can quickly respond to questions and replies based on the content. there is.

In addition, in one embodiment, when a counselor inputs an answer to a text chat room created by replying to a question depending on content, the user's satisfaction and the counselor's work efficiency can be improved by calculating the cost.

In one embodiment, as described above, identifying questions from replies attached to content can be performed by artificial intelligence-based sentence analysis, and the user inputs the word 'question' together or interfaces for requesting questions. It can also be performed by inputting.

In addition, in one embodiment, a keyword for reservation may also be detected from a reply attached to the content. In this case, a reservation request interface may be automatically provided to the user to support a video consultation reservation request.

In addition, in one embodiment, a question sentence or a reservation request sentence may be detected through sentence analysis even for a reply attached to content.

In one embodiment, if a question is identified through sentence analysis, a chat room according to the question can be immediately created, a consultation reservation can be immediately performed when a reservation request is identified, or a reservation for another course requiring a reservation can be made. A reservation request interface may be provided to the first user terminal 210 so as to be available.

10 is a flowchart illustrating a method of providing a non-face-to-face counseling service according to an embodiment.

Referring to FIG. 10 , in step S1, when counselor registration is requested from the second user terminal 220 and counselor information is input from the second user terminal 220 in step S2, in step S3, the processor 140 performs counselor registration.

That is, the processor 140 receives a counselor registration request from the second user terminal 220 before matching the first user terminal 210 and the second user terminal 220, the second user terminal 220 may be registered as a counselor, and at least one of counselor identification information, counselable field, counselable available time, and counselor social media account information may be acquired, stored, and managed from the second user terminal 220 .

In step S4 , the processor 140 receives a text or video consultation request from the first user terminal 210 .

In step S5, the processor 140 determines user consultation information including user identification information of the first user terminal 210, designated counselor information, and consultation request contents.

In step S6, the processor 140 matches the first user terminal 210 with the second user terminal 220 of the counselor based on the user consultation information according to a predetermined consultation matching condition.

That is, the processor 140 checks the reservation available schedule of the designated counselor requested by the first user terminal 210, determines whether the first user terminal 210 and the designated counselor match, and determines whether the first user terminal 210 matches the designated counselor. If the number and the designated counselor do not match, the first user terminal 210 may match a previous counselor who previously performed counseling.

At this time, if the first user terminal 210 and the previous counselor do not match, the processor 140 may extract and recommend a list of counselors according to preset priorities. The processor 140 prioritizes the order of the highest average satisfaction score of the counselor's counseling details, the order of the smallest number of claims in the counseling details, the highest order of the counselor's counseling level, and the highest order of participation in counseling. The counselor list can be extracted in the order of highest level, lowest number of claims, highest level, and highest level of participation.

In step S7, the processor 140 may inform the first user terminal 210 and the second user terminal 220 of the matching result, and in step S8, the processor 140 may inform the first user terminal 210 and the second user terminal 220. 2 A counseling interface may be provided to the user terminal 220 .

That is, the processor 140 is configured to provide the first user terminal 210 and the second user terminal 220 so that the user and the counselor can communicate non-face-to-face according to the text or video consultation request of the first user terminal 210. Any one of a text chat room and a video chat room may be provided as a counseling interface.

In this case, when a text consultation request is received from the first user terminal 210, the processor 140 may create a text chat room with the second user terminal 220, and request video consultation from the first user terminal 210. When this is received, a video chat room with the second user terminal 220 may be created.

In one embodiment, the video chat room, the first user terminal 210 and the second user terminal 220 each uploaded content sharing function, voice and text chatting function, first user terminal 210 and second user terminal In 220, a real-time sharing function of each captured image may be implemented.

Also, the processor 140 may count the counseling time and the number of counseling texts for non-face-to-face counseling. Accordingly, the processor 140, based on the result of counting the counseling time and the number of counseling texts, selects the counseling duration, the remaining counseling time, the text used, the remaining text, the remaining amount, the amount used, the settlement amount, and the additional amount due to the excess of the counseling. At least one or more may be provided to the counseling interface.

In step S9, the first user terminal 210 and the second user terminal 220 perform counseling through the provided counseling interface, and when the counseling is completed in step S10, in step S11, the processor 140 performs counseling. Analyze the results.

The processor 140 may check the contents of counseling regarding non-face-to-face counseling between the first user terminal 210 and the second user terminal 220 through the counseling interface. At this time, the processor 140 may collect voice data and text data for non-face-to-face counseling.

Meanwhile, although it has been described above that the counseling result is analyzed when the counseling is completed, according to an embodiment, the counseling result may be analyzed even while the counseling is being performed.

In addition, the processor 140 may extract set keywords for each question, reservation request, satisfaction evaluation, and claim from the collected voice data and text data based on a pre-set natural language processing-based sentence analysis algorithm.

Further, the processor 140 may evaluate satisfaction with non-face-to-face counseling of the first user terminal 210 and the second user terminal 220 through the counseling interface and identify claims. At this time, the processor 140 receives the satisfaction evaluation result and claim contents from the first user terminal 210, or evaluates satisfaction and claims based on keywords for each of the satisfaction evaluation and claims extracted from the collected voice data and text data. comprehension can be performed.

In step S12, the processor 140 calculates a consultation cost according to the consultation result.

That is, the processor 140 may set the limit length of the question character of the first user terminal 210 during text counseling, and determine whether the character limit is exceeded by counting the length of the character and determining whether the set question character limit length is exceeded. there is.

In addition, the processor 140 may check the number of text responses in the second user terminal 220 and may count the length of the text responses. For example, the processor 140 may statistically classify the number of text responses by day, week, month, and year.

In one embodiment, the processor 140 may set the number of question texts in the first user terminal 210 to 2,000 won per case, and may set the basic text length limit to 200 characters. Further, the processor 140 may set the basic character length limit of the second user terminal 220 to, for example, 80 characters, so that answer characters of 80 characters or more may be input.

Text counseling may not be charged if there is no response or if the response does not meet the standard conditions. In this case, the reference condition refers to a case in which an answer of 80 characters or less is input according to the basic character length limit.

That is, in the case of text counseling, the cost can be settled only when the inquiry is answered.

In step S13, the processor 140 charges the user of the first user terminal 210 the consultation cost calculated in correspondence with the first user terminal 210, and in step S14, the processor 140 charges the second user The counseling cost calculated in correspondence with the terminal 220 is settled to the counselor of the second user terminal 220 .

That is, when the approval for excessive counseling is confirmed from the second user terminal 220, the processor 140 calculates the consultation cost as much as the additional consultation requested time requested by the first user terminal 210, and then transmits remaining time information to the first user terminal 210. (210) and the second user terminal (220). In this case, the counseling cost may be paid immediately when additional counseling is performed or when the counseling is completed after calculating the cost.

For example, only for charged payment, if the cost is approved after the counselor transmits chatting for an excessive counseling time, the counseling may proceed after confirming the cost deduction.

The processor 140 may settle and pay points or counseling costs to the second user terminal 220 after the reserved video call time is completed (when excessive counseling is performed, it is completed by the excess counseling time), and the first user terminal Consultation fees can be charged (paid) to (210). According to an embodiment, the processor 140 may perform payment after payment approval is received from the third user terminal 230 .

Meanwhile, in an embodiment, billing or settlement conditions may be set differently for each user, each counseling field, and each counselor. In addition, according to the embodiment, the satisfaction evaluation result and the number of claims are identified, and the consultation management level is set for each counselor, or the consultation management level is set according to the number of counselors' participation in counseling, and the settlement amount is different according to the consultation management level. You can pay by adding the settlement amount.

Embodiments according to the present disclosure described above may be implemented in the form of a computer program that can be executed on a computer through various components, and such a computer program may be recorded on a computer-readable medium. At this time, the medium is a magnetic medium such as a hard disk, a floppy disk and a magnetic tape, an optical recording medium such as a CD-ROM and a DVD, a magneto-optical medium such as a floptical disk, and a ROM hardware devices specially configured to store and execute program instructions, such as RAM, flash memory, and the like.

Meanwhile, the computer program may be specially designed and configured for the purpose of the present disclosure, or may be known and available to those skilled in the art in the field of computer software. An example of a computer program may include not only machine language code generated by a compiler but also high-level language code that can be executed by a computer using an interpreter or the like.

In the specification of the present disclosure (particularly in the claims), the use of the term "above" and similar indicating terms may correspond to both singular and plural. In addition, when a range is described in the present disclosure, as including the invention to which individual values belonging to the range are applied (unless otherwise stated), each individual value constituting the range is described in the detailed description of the invention Same as

Unless an order is explicitly stated or stated to the contrary for steps comprising a method according to the present disclosure, the steps may be performed in any suitable order. The present disclosure is not necessarily limited to the order of description of the steps. The use of all examples or exemplary terms (eg, etc.) in this disclosure is simply to explain the present disclosure in detail, and the scope of the present disclosure is limited due to the examples or exemplary terms unless limited by the claims. it is not going to be In addition, those skilled in the art can appreciate that various modifications, combinations and changes can be made according to design conditions and factors within the scope of the appended claims or equivalents thereof.

Therefore, the spirit of the present disclosure should not be limited to the above-described embodiments, and not only the claims to be described later, but also all ranges equivalent to or equivalent to these claims are within the scope of the spirit of the present disclosure. will be said to belong to

1: Non-face-to-face counseling service provision system
100: Non-face-to-face counseling service providing device
110: communication interface
120: user interface
130: memory
140: processor
200: user terminal
300: server
400: Network

Claims (20)

A non-face-to-face counseling service providing method for supporting a non-face-to-face inbound-based counseling service in which at least a part of each step is performed by a processor,
Receiving a text or video consultation request from a first user terminal;
identifying user counseling information including user identification information of the first user terminal, designated counselor information, and counseling request contents;
matching the first user terminal with the counselor's second user terminal based on the user consultation information according to a preset consultation matching condition; and
According to a request for text or video counseling from the first user terminal, counseling in any one of a text chat room and a video chat room is provided to the first user terminal and the second user terminal so that the user and the counselor can communicate non-face-to-face. Including providing an interface;
registering the second user terminal as a counselor when a counselor registration request from the second user terminal is received before the matching of the first user terminal and the second user terminal;
acquiring at least one of counselor identification information, counselable fields, counselable hours, and counselor social media account information from the second user terminal;
obtaining counselor's social media account information from the second user terminal;
Linking the counselor's social media account based on the counselor's social media account information;
Collecting replies to content uploaded to the social media account of the counselor linked to the link; and
Extracting set keywords for each of the questions, reservation requests, satisfaction evaluations, and claims from the collected replies;
The step of matching the first user terminal and the counselor's second user terminal,
determining whether the first user terminal and the designated counselor are matched by checking available schedules of the designated counselor requested by the first user terminal;
If the first user terminal and the designated counselor do not match, matching a previous counselor who previously performed counseling in the first user terminal; and
When the first user terminal and the previous counselor do not match, extracting and recommending a list of counselors according to preset priorities;
The step of extracting and recommending the counselor list is
According to the preset priority, the order of the highest average satisfaction score of the counselor's counseling details, the order of the lowest number of claims in the counseling history, the highest order of the counselor's counseling level, the order of the highest degree of participation in the counseling details, the highest order of satisfaction, and the claims Including extracting a list of counselors in the order of least, the order of the highest rating, and the order of the highest participation,
Providing the consultation interface,
generating a text chatting room with the second user terminal when a text consultation request is received from the first user terminal;
When a video consultation request is received from the first user terminal, creating a video chat room with the second user terminal;
The video chat room has a content sharing function uploaded by the first user terminal and the second user terminal, a voice and text chatting function, and a real-time sharing function of videos captured by the first user terminal and the second user terminal, respectively. implemented,
Further comprising the step of confirming the consultation contents for the non-face-to-face consultation of the first user terminal and the second user terminal through the consultation interface,
In the step of confirming the contents of the consultation,
Collecting voice data and text data for the non-face-to-face consultation,
In the step of confirming the contents of the consultation,
Based on a pre-set natural language processing-based sentence analysis algorithm, extracting set keywords for each of the questions, reservation requests, satisfaction evaluations, and claims from the collected voice data and text data;
Further comprising the step of evaluating satisfaction and identifying claims for non-face-to-face counseling of the first user terminal and the second user terminal through the consultation interface,
The step of performing the satisfaction evaluation and claim identification,
Receiving satisfaction evaluation results and claim details from the first user terminal, or performing based on keywords for each of the satisfaction evaluation and claims extracted from the collected voice data and text data,
In the step of confirming the contents of the consultation,
Further comprising counting the consultation time and the number of consultation texts for the non-face-to-face consultation,
The method of providing the non-face-to-face counseling service,
Based on the counting result of the consultation time and the number of consultation texts, charging a consultation cost to the first user terminal and settling the consultation cost to the second user terminal;
Providing the consultation interface,
Based on the counting result of the consultation time and the number of consultation texts, at least one of the consultation duration, the remaining consultation time, the text used, the remaining text, the remaining amount, the amount used, the settlement amount, and the additional amount according to the excess of the consultation is provided. further comprising the steps of
How to provide non-face-to-face counseling services.

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