KR20200063282A - System and method for providing hybrid counselling service using chatbot - Google Patents

Abstract

Provided are a system and a method for providing a hybrid counseling service by using a chatbot. The method for providing a hybrid counseling service, by a server, comprises the steps of: receiving a counseling request message from a customer terminal; requesting for counseling to a chatbot or a counselor client; monitoring counseling conducted by the chatbot or the counselor client; matching a counselor client corresponding to the chatbot and requesting for transferring counseling to the matched counselor client, when it is determined that the counseling by the chatbot is not conducted smoothly; and transferring the counseling to a chatbot corresponding to the counselor client, when a user determines that the counseling can be conducted by the chatbot and sends a transfer request to a server while the counselor client is conducting the counseling.

Description

System and method for providing hybrid consultation service using chatbot{SYSTEM AND METHOD FOR PROVIDING HYBRID COUNSELLING SERVICE USING CHATBOT}

The present invention relates to a system and method for providing a hybrid counseling service using a chatbot, and more specifically, a chatbot and a counselor are matched so that a consultation transfer between the chatbot and the counselor is freely made during the consultation, thereby providing an efficient counseling service. A system and method for providing a hybrid counseling service using a chatbot.

With the development of the Internet and IT devices, counseling can be done online even outside of the offline category, and a service that connects professional counselors and provides counseling through web and mobile apps has been proposed.

In general, in order to solve inquiries related to products and services of a specific company online, it is necessary to register an inquiry through a login after going through an online membership registration process through the homepage of the relevant company. In addition, if the customer who received the customer's inquiry searches the related counseling knowledge using the internal counseling knowledge database and registers an answer based on this, the customer must log into the site and check it.

Alternatively, it is possible to provide automated voice guidance to the customer by using an automatic response, or to provide a detailed and detailed consultation service to the customer through a telephone connection with an agent.

However, the existing counseling service providing system is difficult to provide 24-hour counseling service because counseling is mainly conducted through counselors, and also because the counselor must respond to frequently asked questions or repetitive questions, the circulation of counseling is properly performed. There was a problem in that it was difficult to provide an efficient consultation service.

Republic of Korea Patent Publication No. 10-2017-0057750, 2017.05.25

The problem to be solved by the present invention is to provide a system and method for providing a hybrid counseling service using a chatbot capable of providing an efficient counseling service through a counseling transfer between a chatbot and a counselor matched to each counseling category.

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

A method of providing a hybrid counseling service by a counseling service providing server according to an aspect of the present invention for solving the above-described problems includes receiving a counseling request message from a customer terminal; Requesting to proceed with the consultation to the chatbot or the counselor client; Monitoring a consultation conducted by the chatbot or the counselor client; If it is determined that the consultation by the chatbot does not proceed smoothly, matching the counselor client corresponding to the chatbot, and requesting a consultation transfer from the matched counselor client; And transferring the consultation to a chatbot matching the client when the counselor client determines that the consultation is possible using the chatbot while the counselor is in progress and makes a transfer request to the server.

The step of receiving the consultation request message from the customer terminal comprises: setting a user group ID of the customer and transmitting a consultation category ID selection request message to the customer terminal using a start guide bot; Checking whether a chatbot corresponding to the set user group ID and the selected consultation category ID exists, and assigning the corresponding chatbot to the customer terminal; And if a corresponding chatbot does not exist, assigning an agent client corresponding to the user group ID and the consultation category ID using an agent assignment algorithm.

Here, when the start guide bot receives a consultation request from the customer terminal, it provides a list of consultation categories to the customer terminal to guide the customer to select a consultation category ID that he or she wants to consult with, or enter a reservation time or consultation question to the customer terminal. To provide guidance, information provided on the counseling category, counseling reservation information, or counseling question information collected when connecting to the counselor is provided to the counselor client.

The algorithm for assigning a counselor according to an embodiment of the present invention is characterized by extracting a list of counselors to be assigned based on business hours for each counselor, and extracting counselors who can be counseled based on counselor setting information from the list of target counselors.

Here, the counselor setting information includes at least one of the counselor status information, the maximum number of simultaneous counseling information, the user group ID to be in charge of counseling, and the counseling category ID, wherein the user group ID is group information classified by customer type, wherein The counseling category ID is group information classified by counseling type.

In addition, the server is characterized in that the user group ID and the counseling category ID are set to match between the chatbot and the counselor client, which are set identically, so that the consultation transfer between the matched chatbot and the counselor client is made.

In addition, a method for providing a hybrid counseling service by a counseling service providing server according to an aspect of the present invention comprises: transferring counseling to another counselor according to counseling content during counseling by the counselor client; During the consultation by the chatbot, transferring the consultation to another chatbot according to the contents of the consultation; And during a consultation by the chatbot or the counselor client, intervening with a third counselor to simultaneously conduct the counseling; further comprising, when the counselor client is assigned, the client connection to the counselor is delayed, or the counselor client chats for counseling In case of inputting, using the standby guide bot, transmitting a standby guide message to the customer terminal; And if the waiting time exceeds a set time or there is no counselor client available, requesting input of a counseling message to a customer terminal using a message input bot.

The hybrid counseling service providing system according to an aspect of the present invention includes a service providing server composed of a chatbot and a counselor client, wherein the service providing server transmits a counseling category selection request message to the customer terminal when receiving the counseling request message from the customer terminal Then, request consultation proceeding with the chatbot or counselor client corresponding to the selected counseling category, and request the consultation transfer to the counselor client corresponding to the chatbot during the consultation using the chatbot, or chatbot responding to the counselor client during the consultation using the counselor client With the transfer, the chatbot and the counselor client are matched by the same counseling category, and according to the request of the service providing server, a counseling transfer between the matched chatbot and the counselor client is made.

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

According to the present invention, it is possible to provide an efficient counseling service through a counseling transfer between a chatbot and a counselor matched to each counseling category.

In addition, by allowing the chatbot to take charge of standardized tasks such as frequently asked questions (FAQ) and consultation procedure guidance, it is possible to respond to customers 24 hours a day, improve the work efficiency of counselors, and improve customer service satisfaction.

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

1 is a block diagram of a hybrid counseling service providing system according to an embodiment of the present invention.
Figure 2 shows the overall process of a hybrid consultation service providing system according to an embodiment of the present invention.
3 is a view for explaining a counselor assignment algorithm according to an embodiment of the present invention.
4 and 5 are flowcharts for explaining a method of providing a hybrid counseling service according to an embodiment of the present invention.

Advantages and features of the present invention, and methods for achieving them will be clarified with reference to embodiments described below in detail together with the accompanying drawings. However, the present invention is not limited to the embodiments disclosed below, but may be implemented in various different forms, and only the present embodiments allow the disclosure of the present invention to be complete, and are common in the technical field to which the present invention pertains. It is provided to fully inform the skilled person of the scope of the present invention, and the present invention is only defined by the scope of the claims.

The terminology used herein is for describing the embodiments and is not intended to limit the present invention. In the present specification, the singular form also includes the plural form unless otherwise specified in the phrase. As used herein, “comprises” and/or “comprising” does not exclude the presence or addition of one or more other components other than the components mentioned. Throughout the specification, the same reference numerals refer to the same components, and “and/or” includes each and every combination of one or more of the components mentioned. Although "first", "second", etc. are used to describe various components, it goes without saying that these components are not limited by these terms. These terms are only used to distinguish one component from another component. Therefore, it goes without saying that the first component mentioned below may be the second component within the technical spirit of the present invention.

Unless otherwise defined, all terms (including technical and scientific terms) used in the present specification may be used as meanings commonly understood by those skilled in the art to which the present invention pertains. In addition, terms defined in the commonly used dictionary are not ideally or excessively interpreted unless explicitly defined.

The spatially relative terms “below”, “beneath”, “lower”, “above”, “upper”, etc., are as shown in the figure. It can be used to easily describe a correlation between a component and other components. Spatially relative terms should be understood as terms including different directions of components in use or operation in addition to the directions shown in the drawings. For example, if a component shown in the drawing is turned over, a component described as "below" or "beneath" of another component will be placed "above" the other component. Can be. Accordingly, the exemplary term “below” can include both the directions below and above. The component can also be oriented in other directions, so that spatially relative terms can be interpreted according to the orientation.

Hereinafter, a system and method for providing a hybrid counseling service using a chatbot according to embodiments of the present invention will be described in detail with reference to the accompanying drawings.

1 is a block diagram of a hybrid counseling service providing system according to an embodiment of the present invention.

As illustrated in FIG. 1, the counseling service providing server 100 (hereinafter referred to as a “server”) composed of a chatbot 120 and a counselor client 140 is connected to a customer terminal through a network and consults with the customer terminal. Upon receiving the request message, by sending a counseling category selection request message to the customer terminal, and sending a consultation proceeding command to the chatbot 120 or the counselor client 140 corresponding to the selected counseling category, the chatbot 120 or the counselor client 140 ) To provide counseling services to customers.

Here, the customer terminal is a computer, a tablet PC, a personal digital assistant (PDA), a smart phone, and the like, and sends a consultation request message to the server 100, receives a request to select a consultation category from the server 100, and enters the consultation category. Follow-up counseling is provided.

In addition, the network may include a data communication network including a local information network (LAN), a metropolitan area network (MAN), a wide area network (WAN), and the Internet, as well as a broadcasting network, a telephone network, etc. Communication method can be used.

Referring to FIG. 1, although it is illustrated that the counselor client 140 is included in the server 100, the counselor client 140 may be connected to the server 100 through a network.

The server 100 matches the chatbot 120 and the counselor client 140 by the same counseling category, and requests a counseling transfer from the counselor client 140 corresponding to the chatbot 120 during the consultation using the chatbot 120, or Alternatively, the consultation may be transferred to the chatbot 120 corresponding to the counselor client 140 during the counseling process using the counselor client 140.

According to an embodiment, when receiving a consultation request message from a customer terminal, the server 100 enables the customer to be served through the chatbot 120 before the counselor responds according to the consultation category.

Here, the chatbot 120 includes a start guide bot, a consultation waiting guide bot, a message input bot, and the like, and the server 100 can respond to the customer with the appropriate chat bot 120 according to the situation.

The start guide bot is a chatbot 120 that first responds to a customer upon receiving a request for a consultation request from a customer terminal, and can be divided into a FAQ guide bot, a reservation receptionist bot, and a consultation application bot. By providing information collected from, for example, counseling type, counseling question sentence, counseling reservation information, etc., counseling efficiency can be improved.

The FAQ guide bot is a chatbot 120 that answers repetitive questions, and is in charge of consulting questions included in the list of frequently asked FAQs by the server 100. For example, when a consultation request related to a FAQ (Frequently Asked Question) is received from a user, the server 100 may preemptively conduct a consultation through a FAQ guide bot, and then provide consultation contents to a counselor terminal. Here, the FAQ is a list of questions set and managed for each category by the server 100.

The reservation acceptance bot is a chatbot 120 that receives a consultation reservation from a customer terminal, and provides a time list divided in 30 minute increments to a user terminal to guide the user to receive consultation at a desired time zone.

The counseling application bot is a chatbot 120 that receives the contents of the consultation questions from the customer terminal, and if the customer wants additional consultation, it receives the consultation questions from the customer terminal and provides them to the counselor client who will be in charge of consultation later. To be done.

The consultation waiting guide bot is a chatbot 120 that conducts customer guidance on behalf of the counselor, and is in charge of the basic waiting guidance necessary for consultation.

The message input bot is a chatbot 120 that receives consultation information on behalf of the counselor, and when the counselor is assigned, when the counselor is busy or absent, it takes charge of receiving the consultation content from the customer on behalf of the counselor.

In addition, the server 100 includes a database 160 (hereinafter referred to as'DB'), and stores and manages customer information, counselor information, and counseling information.

The DB 160 stores customer information input from the customer terminal 200, and also stores and manages a user group ID set for each customer by the server 100 based on the entered customer information. Here, the user group ID is group information classified based on customer information and a customer's counseling history, and may be classified into general customers, VIP customers, blacklists, etc., based on customer information and counseling history. .

In addition, the DB 160 stores the counselor information input from the counselor client 140. Here, the counselor information includes the counselor's working hours information, the counselor setting information, and the counselor setting information includes at least one of the counselor status information, the maximum number of simultaneous counseling information, the user group ID to be in charge of counseling, and the counseling category ID. .

Here, the counselor status information is information indicating the status of the counselor based on the number of ongoing counseling and the number of waiting for counseling, and may be set to online, busy, hidden, and the like.

Here, the maximum number of simultaneous consultations is information indicating the number of consultations that the counselor can simultaneously conduct.

Here, the user group ID is group information classified by customer type, and the consultation category ID is group information classified by consultation type.

In addition, the DB 160 stores and updates consultation information in real time. That is, how many consultations are currently in progress, how many consultations are waiting, or whether the consultation has ended, and which consultation client has been transferred from the chatbot 120 to which counselor client 140, which counselor client 140 is the chatbot Whether or not the consultation transfer is requested by 120 is updated in real time.

Figure 2 shows the overall process of a hybrid counseling service providing system according to an embodiment of the present invention.

As shown in FIG. 2, when the server 100 receives a consultation request from the customer terminal, the user group ID of the customer who requested the consultation is set, and the consultation start guide is performed through the start guide bot.

According to one embodiment, the server 100 provides a list of consultation categories to the customer terminal through the FAQ guide bot to guide the customer to select a consultation category that he or she wants to consult.

Thereafter, the FAQ guide bot receives a question related to a selected consultation category from a customer, and if the entered question is a question set as a FAQ by the server 100, the FAQ guide bot proceeds with the consultation. If the entered question is not a question set as a FAQ, the server 100 performs a bot assignment check considering user group ID and consultation category ID in order. If the set chatbot 120 exists, the corresponding chatbot 120 is assigned to a customer terminal to conduct consultation.

If the set chatbot 120 does not exist, the server 100 extracts an appropriate agent through an agent assignment algorithm and assigns the corresponding agent client 140 to the customer terminal.

According to one embodiment, after the FAQ related consultation through the FAQ guide bot is completed, when the customer wants additional consultation, the server 100 receives additional consultation questions from the customer terminal through the consultation application bot, Counseling may be assigned to a counselor client 140 in charge of a related category.

According to an embodiment, the server 100 may receive a reservation time from a customer through a reservation acceptance bot, and provide counseling to the customer according to the input time.

Referring to FIG. 3, the server 100 retrieves a list of agents to be assigned by querying business hours for each agent. According to an embodiment, the server 100 may extract the counselor in consideration of the user group ID and the counseling category ID. That is, among the counselors at work, a counselor whose user group ID and counseling category ID in charge of the counselor are the same as the user group ID and counseling category ID set by the customer may be extracted.

Thereafter, the server 100 retrieves the status of the counselors to be assigned, and the status of the counselor is online, and extracts a counselor who has not reached the maximum number of simultaneous counseling set by the counselor.

Thereafter, the server 100 assigns the counselors with the lowest number of currently assigned counseling among the extracted counselors. At this time, if the number of counseling assigned to the counselor is the same, the counselor with the oldest time allocated is assigned.

According to an embodiment, if there is no counselor to be assigned, the server 100 receives the counseling content from the customer terminal through a message input bot, and then forwards the counseling content to the counselor client 140 to proceed with the counseling. can do. Referring to FIG. 2, although the message input bot is shown to be separated from the start guide bot, the message input bot may be the same as the consultation application bot of the start guide bot according to an embodiment.

According to one embodiment, the server 100 may guide the customer terminal to wait until the counselor is assigned to the customer terminal through the standby guide bot. At this time, if the preset dash time is exceeded, the standby guide bot selects whether to continue to wait with the customer terminal or accept the consultation.

The counselor extracted through the counselor assignment algorithm is assigned to the customer terminal, and the counselor proceeds through the counselor client 140.

In this way, when the chatbot 120 or the counselor client 140 is assigned to the customer terminal, and the consultation proceeds, the server 100 monitors the ongoing consultation.

When the server 100 determines that the chatbot 120 does not respond well to the customer's consultation through monitoring, the server 100 transfers the consultation to the corresponding counselor client 140. For example, when the chatbot 120 repeats the same words, the server 100 determines that proper consultation is not made and transfers the consultation.

At this time, the server 100 is set to match between the chatbot 120 and the counselor client 140 in which the user group ID and the counseling category ID are set identically, and the counseling between the matched chatbot 120 and the counselor client 140 is set. Let transfer be done.

According to one embodiment, when the server 100 requests a consultation with the counselor through the customer terminal during the consultation with the chatbot 120, or even if the customer abuses, the counseling to the counselor client 140 You can transfer.

Further, the server 100 may transfer the consultation to the corresponding chatbot 120 according to the transfer request from the counselor client 140. For example, when the counselor is in the middle of the consultation, it is determined that the consultation is possible using the chatbot and requests the transfer of the consultation to the server 100, and transfers the consultation to the chatbot 120 corresponding to the client 140 of the counselor. .

According to an embodiment, when a customer designates a specific counselor through the customer terminal, the server 100 may assign the designated counselor client 140 to the customer terminal to proceed with the consultation.

According to one embodiment, the server 100 monitors the ongoing consultation through the chatbot 120 or the counselor client 140, and if necessary, a third counselor intervenes in the consultation to communicate with the chatbot 120 and the third party. The counselor may conduct counseling at the same time, or the counselor client 140 and a third counselor may conduct counseling at the same time.

4 and 5 are flowcharts for explaining a method for providing a hybrid counseling service according to the present invention.

When receiving the consultation request message from the customer terminal (S10), the server 100 sets the user group ID of the customer based on the customer information, and transmits a consultation category ID selection request message to the customer terminal using a start guide bot (S12).

The server 100 checks whether the chatbot 120 corresponding to the set user group ID and the selected consultation category ID exists, and assigns the corresponding chatbot to the customer terminal (S14). When the corresponding chatbot 120 does not exist, an agent corresponding to a user group ID or a counseling category ID is extracted using an agent assignment algorithm and assigned to a customer terminal (S16).

Before assigning the chatbot 120 or the counselor client 140 to the customer terminal, the server 100 may preemptively conduct a consultation using the start guide bot. For example, if the consultation question input from the customer terminal is a question set as a FAQ, the FAQ guide bot can proceed with the consultation, and if the customer wants a consultation reservation, the reservation receptionist bot can proceed with the consultation reservation.

If the question input from the customer terminal is not a question set as an FAQ by the server 100, the server 100 requests the consultation proceeding by assigning the chatbot 120 or the counselor client 140 (S20).

Thereafter, the server 100 monitors the consultation conducted by the chatbot 120 or the counselor client 140.

If the server 100 determines that the consultation by the chatbot does not proceed smoothly through monitoring (S30), the counselor client 140 corresponding to the chatbot 120 in progress is matched to match the matched counselor client 140 ) To request a consultation transfer (S40).

In addition, when the counselor client 140 determines that the counseling process is possible using the chatbot 120 while the counselor is in progress, and requests a transfer to the server (S50), the counselor consults with the chatbot 120 matching the client 140 Transfer (S60).

At this time, the matching between the chatbot 120 and the counselor client 140 is matched based on the user group ID and counseling category ID to be in charge of counseling.

According to an embodiment, the server 100 may transfer the consultation to another counselor according to the content of the counseling, during the consultation by the counselor client 140. That is, by monitoring the ongoing consultation by the counselor client 140, when the question entered by the customer is not related to the category in which the counselor client 140 is in charge, transfers the consultation to another counselor in charge of the category. can do.

According to an embodiment, the chatbot 120 may transfer the consultation to another chatbot according to the content of the consultation while the consultation is in progress. That is, by monitoring the ongoing consultation by the chatbot 120, if the question entered by the customer is not related to the category in charge of the chatbot 120, the consultation can be transferred to another chatbot in charge of the corresponding category. have.

According to one embodiment, the server 100, while the chatbot 120 or the counselor client 140 is in the middle of a consultation, through a third counselor, the chatbot 120 and the third counselor or counselor client 140 It is also possible to have a and a third-party counselor conduct counseling at the same time. At this time, the server 100 may receive a third counselor intervention request confirmation from the customer terminal by sending a third counselor intervention request message to the customer terminal before the third counselor intervenes.

In addition, the server 100 may transmit a standby guide message to the customer terminal using a standby guide bot when the connection to the agent is delayed when the agent client 140 is assigned, or when the agent client 140 inputs a chat for consultation. have.

In addition, the server 100, if the waiting time of the customer exceeds the set time, or if there is no counselor available, the customer inputs the counseling content using the message input bot, and then forwards it to the counselor client 140 Can be.

The steps of a method or algorithm described in connection with an embodiment of the present invention may be implemented directly in hardware, a software module executed by hardware, or a combination thereof. The software modules may include Random Access Memory (RAM), Read Only Memory (ROM), Erasable Programmable ROM (EPROM), Electrically Erasable Programmable ROM (EEPROM), Flash Memory, Hard Disk, Removable Disk, CD-ROM, or It may reside on any type of computer readable recording medium well known in the art.

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

100: counseling service providing server
120: chatbot
140: counselor client
160: database

Claims (10)

As a method for providing a hybrid counseling service by a counseling service providing server,
Receiving a consultation request message from a customer terminal;
Requesting to proceed with the consultation to the chatbot or the counselor client;
Monitoring a consultation conducted by the chatbot or the counselor client;
If it is determined that the consultation by the chatbot does not proceed smoothly, matching the counselor client corresponding to the chatbot, and requesting a consultation transfer from the matched counselor client; And
If the counselor client determines that the consultation is possible using the chatbot while the consultation is in progress, and requests a transfer to the server, transferring the consultation to the chatbot matching the counselor client;
Including, hybrid counseling service providing method by a counseling service providing server. According to claim 1,
The step of receiving a consultation request message from the customer terminal,
Setting a user group ID of the customer, and transmitting a consultation category ID selection request message to the customer terminal using a start guide bot;
Checking whether a chatbot corresponding to the set user group ID and the selected consultation category ID exists, and assigning the corresponding chatbot to the customer terminal; And
If a corresponding chatbot does not exist, assigning an agent client corresponding to the user group ID and the consultation category ID using an agent assignment algorithm;
Including, hybrid counseling service providing method by a counseling service providing server. According to claim 2,
The start guide bot,
When a request for consultation is received from the customer terminal, a list of consultation categories is provided to the customer terminal to guide the customer to select a consultation category ID that the customer wants to consult with, or to guide the customer terminal to enter a consultation reservation time or consultation question, A method of providing a hybrid counseling service by a counseling service providing server that provides counseling category information, counseling reservation information, or counseling question information collected at the time of connection. According to claim 2,
The counselor assignment algorithm,
A method of providing a hybrid counseling service by a counseling service providing server, characterized by extracting a list of counselors to be assigned based on business hours for each counselor and extracting counselors who can be counseled based on counselor setting information from a list of counselors to be assigned. The method of claim 4,
The counselor setting information,
A method of providing a hybrid counseling service by a counseling service providing server, comprising at least one of counselor status information, maximum number of simultaneous counseling information, a user group ID to conduct counseling, and a counseling category ID. The method of claim 5,
The user group ID is group information classified by customer type,
The counseling category ID is group information classified by counseling type, and a hybrid counseling service providing method by a counseling service providing server. The method of claim 6,
The server is configured to match between the chatbot and the counselor client having the same user group ID and counseling category ID, so that the consultation transfer between the matched chatbot and the counselor client is made. Hybrid by the counseling service providing server How to provide counseling services. According to claim 1,
During the consultation by the counselor client, transferring the consultation to another counselor according to the content of the consultation;
During the consultation by the chatbot, transferring the consultation to another chatbot according to the contents of the consultation; And
During a consultation by a chatbot or a counselor client, intervening with a third counselor to simultaneously conduct the counseling;
Further comprising, a hybrid counseling service providing method by a counseling service providing server. According to claim 1,
When the agent client connection is delayed when the agent client is assigned, or when the agent client inputs a chat for consultation, transmitting a standby guide message to the customer terminal using a standby guide bot; And
If the waiting time exceeds a set time or there is no counselor client available for consultation, requesting input of a counseling message to a customer terminal using a message input bot;
Further comprising, a hybrid counseling service providing method by a counseling service providing server. As a hybrid counseling service providing system,
A service providing server composed of a chatbot and an agent client, wherein the service providing server receives a consultation request message from a customer terminal and transmits a request message to select a consultation category to the client terminal, and sends the message to the chatbot or agent client corresponding to the selected consultation category. Request the consultation progress, request consultation transfer to the counselor client corresponding to the chatbot during the consultation using the chatbot, or transfer the consultation to the chatbot corresponding to the counselor client during the consultation using the counselor client,
The chatbot and the counselor client are matched by the same counseling category, characterized in that the consultation transfer between the matched chatbot and the counselor client according to the request of the service providing server, hybrid counseling service providing system.

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