Abstract: Provided are a method and apparatus for automatically monitoring automated support messages in an instant messaging environment. The method uses multiple entries in a knowledge database and identifies intent of a plurality of messages. The method also includes based on determining that the intent of the third message satisfies one or more criteria, transmitting, to a second user terminal, a prompt corresponding to the first message, measuring a time between an end of a first chat session associated with the second message and a new communication session associated with the third message, and causing display, in a user interface, of a user interface element, corresponding to the first entry in the knowledge database, that indicates a frequency of switches from the chatbot-based messaging to the representative-based messaging after a message was displayed based on the first entry in the knowledge database.

Abstract: Proposed is a method in which a server presents content through a chat room. The method may include acquiring information about a keyword or theme of the content, information about a condition for presenting the content, and information about the chat room, wherein the chat room is related to the keyword or theme and a plurality of users are able to participate in the chat room. The method may also include providing the chat room to a user terminal in association with the information about the keyword or theme of the content. The method may further include searching for the content in a content pool based on the keyword or theme, and when the condition for presenting the content is satisfied, presenting at least some items of the searched content to the user terminal through the chat room.

Abstract: 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 creating, based on an input of a first user requesting counseling for a channel registered in the service, a first counseling ticket corresponding to the channel, determining whether the first counseling ticket is created due to switch to manned counseling during unmanned counseling based on a type of the requested counseling and a second counseling ticket created before the first counseling ticket by a request of the first user, updating an indicator for a counseling status of the channel based on a result of the determination and counseling data stored in correspondence with the second counseling ticket, and providing the updated indicator for the counseling status to a terminal of a second user linked to the channel.

Abstract: A method of operating a counseling center server interworking with an instant messaging service includes, in response to a request for opening a counseling center of a channel registered in the service, creating a counseling center module corresponding to the channel, receiving a search request based on a message transmitted to a chat room of the channel included in the counseling center module, transmitting a query corresponding to the search request to a search medium interworking with the counseling center module based on an interworking structure of the counseling center module, the search medium comprising at least one of a knowledge database and a chatbot, creating a search result corresponding to the search request based on a response to the query received from the search medium, and requesting an instant messaging server providing the service to transmit the search result through the chat room.