Method and apparatus for providing counseling service
Provided are a method and apparatus for providing a counseling service. A method of operating a counseling center server interworking with an instant messaging service includes acquiring, based on an input of a first user for requesting counseling through a channel of a second user registered in the instant messaging service, a counseling type of the requested counseling, creating a first type of counseling ticket corresponding to unmanned counseling or a second type of counseling ticket corresponding to manned counseling based on the counseling type, monitoring a state change event that changes a state of the counseling ticket, and controlling an interfacing object included in a chat interface for counseling provided to a terminal of the first user to correspond to the channel to indicate the counseling type and the changed state of the counseling ticket.
1. A method of operating a counseling center server interworking with an instant messaging service, the method comprising:
acquiring, by the counseling center server and based on an input of a first user for requesting counseling through a channel of a second user registered in the instant messaging service, a counseling type of the requested counseling;
transmitting, from the counseling center server to an instant messaging server that provides the instant messaging service, the counseling type as acquired;
displaying a chat interface comprising an interfacing object that allows a user selection of a button including (1) a function of displaying the counseling type and (2) the button to cause a switch between manned counseling and unmanned counseling;
creating a first type of counseling ticket corresponding to the unmanned counseling or a second type of counseling ticket corresponding to the manned counseling based on the counseling type;
monitoring a state change event that changes a state of the counseling ticket;
based on the user selection of the button, switching the counseling type between the manned counseling and the unmanned counseling; and
controlling, by at least transmitting a signal to the instant messaging server, the interfacing object included in the chat interface for counseling provided to a terminal of the first user to correspond to the channel to indicate a correspondingly switched counseling type and the changed state of the counseling ticket.
2. The method of claim 1 , wherein the counseling type comprises: a first counseling type corresponding to the unmanned counseling; and
a second counseling type corresponding to the manned counseling.
3. The method of claim 1 , wherein the controlling of the interfacing object further comprises:
switching the counseling type based on a request for switching between the manned counseling and the unmanned counseling received from the first user through the chat interface; and
controlling the interfacing object to correspond to the switched counseling type.
4. The method of claim 1 , wherein the controlling of the interfacing object comprises transmitting a signal for controlling the interfacing object based on whether the counseling type is switched and whether the state of the counseling ticket is changed upon occurrence of the state change event, and
wherein, based on the signal for controlling the interfacing object, at least one of operations is performed for the interfacing object, and the operations comprises:
changing a visual sign included in the interfacing object;
adding a visual effect to the interfacing object; and
changing a guide comment included in the interfacing object.
5. The method of claim 1 , wherein the creating of the counseling ticket comprises:
creating the first type of counseling ticket when the counseling type is a first counseling type corresponding to the unmanned counseling; and
creating the second type of counseling ticket when the counseling type is a second counseling type corresponding to the manned counseling.
6. The method of claim 1 , wherein the monitoring of the state change event further comprises changing the state of the counseling ticket to an end state based on an end event occurring as an end condition of the counseling ticket is satisfied.
7. The method of claim 1 , wherein the monitoring of the state change event further comprises at least one of:
changing the state of the second type of counseling ticket to a progress state based on a connection event occurring as a counselor for the channel allocated with the second type of counseling ticket accesses a chat room corresponding to the second type of counseling ticket; and changing the state of the second type of counseling ticket to a pending state based on a pending event that occurs as a pending condition of the second type of counseling ticket is satisfied.
8. The method of claim 1 , wherein the acquiring of the counseling type further comprises:
setting the counseling type to a default value of a predetermined counseling type corresponding to the channel; and
controlling the interfacing object to indicate the counseling type set to the default value on the chat interface.
9. The method of claim 1 , wherein the unmanned counseling comprises a counseling type conducted using a chatbot linked to the channel, and
the manned counseling comprises a counseling type conducted with a counselor linked to the channel.
10. The method of claim 1 , wherein the interfacing object comprises a function of requesting for switch between the manned counseling and the unmanned counseling.
11. A computer program stored in a non-transitory computer-readable medium in combination with hardware to execute the method of claim 1 .
12. A counseling center server comprising:
at least one processor configured to:
acquire, based on an input of a first user requesting counseling through a channel of a second user registered in an instant messaging service, a counseling type of the requested counseling;
transmit to an instant messaging server that provides the instant messaging service, the counseling type as acquired;
display a chat interface comprising an interfacing object that allows a user selection of a button including (1) a function of displaying the counseling type and (2) the button to cause a switch between manned counseling and unmanned counseling;
create a first type of counseling ticket corresponding to the unmanned counseling or a second type of counseling ticket corresponding to the manned counseling based on the counseling type;
monitor a state change event that changes a state of the counseling ticket;
based on the user selection of the button, switch the counseling type between the manned counseling and the unmanned counseling; and
control, by at least transmitting a signal to the instant messaging server, the interfacing object included in the chat interface for counseling provided to a terminal of the first user to correspond to the channel to indicate a correspondingly switched counseling type and the changed state of the counseling ticket.
13. The counseling center server of claim 12 , wherein the counseling type comprises:
a first counseling type corresponding to the unmanned counseling;
and a second counseling type corresponding to the manned counseling.
14. The counseling center server of claim 12 , wherein the processor is configured to:
in controlling the interfacing object,
switch the counseling type based on a request for switching between the manned counseling and the unmanned counseling received from the first user through the chat interface; and
control the interfacing object to correspond to the switched counseling type.
15. The counseling center server of claim 12 , wherein the processor is configured to:
in creating the counseling ticket,
create the first type of counseling ticket when the counseling type is a first counseling type corresponding to the unmanned counseling; and
create the second type of counseling ticket when the counseling type is a second counseling type corresponding to the manned counseling.
16. The counseling center server of claim 12 , wherein the processor is configured to, in monitoring the state change event, change the state of the counseling ticket to an end state based on an end event occurring as an end condition of the counseling ticket is satisfied.
17. The counseling center server of claim 12 , wherein the processor is configured to perform, in monitoring the state change event, at least one of operations of:
changing the state of the second type of counseling ticket to a progress state based on a connection event occurring as a counselor for the channel allocated with the second type of counseling ticket accesses a chat room corresponding to the second type of counseling ticket; and
changing the state of the second type of counseling ticket to a pending state based on a pending event occurring as a pending condition of the second type of counseling ticket is satisfied.
18. The counseling center server of claim 12 , wherein the processor is configured to:
in acquiring the counseling type,
set the counseling type to a default value of a predetermined counseling type corresponding to the channel; and
control the interfacing object to indicate the counseling type set to the default value on the chat interface.