JP2002073485A - Contact support system and method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a contact support system and method to achieve an efficient and quick contact. SOLUTION: In the system, a wording-of-telegram receiving means 1 receives a wording of a telegram, an analyzing means 2 analyzes the wording which is received. A searching means 3 searches a knowledge memory part 61, a talent-people memory part 63 and a relation memory part 62 based on the analyzing result of the analyzing means 2 to store the searching result into a conformity information memory part 64. A performing means 4 performs processing with reference to the memory part 64, and a wording-of-telegram replaying means 5 replies a processing report of the performing means 4 to a transmitting origin of the wording.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a communication support system for supporting information communication, and more particularly to a communication support system and method for supporting information communication using a telegram.

[0002]

2. Description of the Related Art As a conventional technique, for example, there has been provided a system for automatically notifying a management center or the like via a communication network when a failure occurs.

[0003] Further, in promoting business cooperation with many companies and companies in various industries using information technology, it is necessary to know "who has such technology and knowledge." It is necessary, but we are looking for the person who makes the inquiry by telephone.

[0004]

However, according to the above-mentioned prior art, when a failure occurs, it can be automatically notified to a management center or the like via a communication network, but the failure-handling person is appropriately notified. Since the trouble occurrence notification is transmitted by telephone or the like through manual operation, there is a problem that it takes time and effort to respond, and there is a problem that costs such as labor costs are required.

[0005] Further, when it is necessary to know "who possesses such technology or knowledge", it is troublesome to search by telephone or the like to find the person concerned. There was a problem that the response was slow.

An object of the present invention is to solve the above problems,
An object of the present invention is to provide a communication support system and method for making necessary communication more efficiently and quickly.

[0007]

According to a first aspect of the present invention, there is provided a communication support system comprising: a message receiving unit for receiving a message; an analyzing unit for analyzing the message received by the message receiving unit; and an analysis result of the analyzing unit. And a message replying unit for returning a process report of the execution unit to a message transmission source.

A communication support system according to a second invention of the present application is provided with a search means for searching an information database based on the analysis result of the analysis means in the first invention, and the execution means refers to the search result of the search means. And execute the processing.

[0009] In a third aspect of the present invention, in the communication support system according to the second aspect, the information database is a knowledge storage unit for defining element information of an organization, a personnel storage unit for defining information on personnel belonging to the organization, and the knowledge. It is characterized by comprising a relationship storage unit that defines a correspondence relationship between a storage unit and the personnel storage unit.

A communication support method according to a fourth aspect of the present invention receives a message, analyzes the received message, executes a process based on an analysis result of the message, and returns a report of the executed process to a message transmission source. To be characterized.

A communication support method according to a fifth aspect of the present invention is the communication support method according to the fourth aspect, wherein an information database is searched based on the analysis result of the message, and processing is executed with reference to the search result.

[0012] In a sixth aspect of the present invention, in the communication support method according to the fifth aspect, the information database includes a knowledge storage unit for defining element information of an organization, a personnel storage unit for defining information on personnel belonging to the organization, and the knowledge. It is characterized by comprising a relationship storage unit that defines a correspondence relationship between a storage unit and the personnel storage unit.

[0013]

BEST MODE FOR CARRYING OUT THE INVENTION The present invention manages knowledge and skills and human resources having the same by a computer, receives communication from a person who wants them or a computer system, and automatically communicates with registered human resources. A communication support system and method for transmitting information and the like are provided.

An embodiment of the present invention will be described with reference to the drawings.

FIG. 1 is a diagram showing a configuration of an embodiment of the present invention.

Referring to FIG. 1, an embodiment of the present invention comprises a message receiving means 1, an analyzing means 2, a searching means 3,
It comprises an execution unit 4, a message reply unit 5, and a storage device 6.

The message receiving means 1 receives a message based on a contract defined by a company organization or a business organization to which the company depends. The message receiving means 1 always waits for the arrival of the message. The message is transmitted from a message transmission unit (not shown) that assembles and transmits the message.

The analysis means 2 analyzes the received message and converts it into information which can be processed by the search means 3 and the execution means 4.
There is no stipulation in the description or configuration of the message itself, and it is sufficient to define the stipulation between the companies or departments with which there is a transaction and prepare the analysis means 2 corresponding to the stipulation.

The search means 3 extracts relevant information from the storage device 6 based on search conditions described in the message, and
4 is stored.

The execution means 4 sends an e-mail, calls a pager (registered trademark), makes a call, and returns corresponding information on the information in accordance with the operation instruction described in the message. The processing for the operation instruction included in the message is incorporated in advance so as to be processed by the execution unit 4. What you do depends on the type of work and the issues you expect to occur,
There is no special provision.

The message reply means 5 adds the operation results of the analysis means 2, the search means 3, and the execution means 4 and related information to the request, and transmits the result to the request source.

The storage device 6 includes a knowledge storage section 61, a relation storage section 62, a personnel storage section 63, and a matching information storage section 64.

The knowledge storage unit 61 stores in advance the elements defined by the company organization or the business organization to which the company depends on knowledge, technology, skills, roles, technical information, and the like.

The relationship storage unit 62 stores information indicating the correspondence between the knowledge storage unit 61 and the personnel storage unit 63 in advance. The relation storage unit 62 obtains information on the abilities of the personnel from the personnel information. Further, as for the personnel involved in the failure support, information such as a repair time interval from the occurrence of the failure and a past response result may be stored in addition to the ability.

The human resource storage unit 63 stores in advance information on human resources, for example, personnel information such as addresses and telephone numbers that can be reached during the day, and current activity information. The current activity information is information indicating the status of a person on vacation, on leave, or the like.

The matching information storage section 64 stores information extracted from the storage device 6 by the search means 3 under the search conditions described in the message.

FIG. 1 shows the operation of the embodiment of the present invention.
This will be described in detail with reference to FIGS.

FIG. 2 is a diagram for explaining the operation of the embodiment of the present invention.

FIG. 3 is a diagram showing a first example of a telegram.

FIG. 4 is a diagram showing an example of the knowledge storage unit.

FIG. 5 is a diagram showing an example of a personnel storage unit.

FIG. 6 is a diagram showing an example of the relation storage unit.

FIG. 7 is a diagram showing a second example of a telegram.

First, an overall outline of the operation will be described with reference to FIG.

The message receiving means 1 receives the message, then the analyzing means 2 is executed, and the searching means 3 and the executing means 4 are executed based on the analysis result of the analyzing means 2.

Next, a more detailed description will be given with reference to FIGS.

FIG. 2 shows an operating environment to which the present invention is applied. Referring to FIG. 2, there are a company A intranet 7 and a company B intranet 8, and company A and company B are related to each other by electronic commerce, so the intranets of the respective companies are connected via the Internet 9. The support server A71 and the business server A72 are connected to the company A intranet 7, and the support server B8 is connected to the company B intranet 8.
1 and the business server B82 are connected. The support server A71 and the support server B81 are devices that implement the present invention. Note that the knowledge storage unit 61, the human resource storage unit 63, and the relationship storage unit 62 of the support server A71 are shown in FIGS.
It is assumed that the contents are as shown in FIG. In addition, FIG.
In the knowledge storage unit 61, the personnel storage unit 63, and the relationship storage unit 62 shown in FIG. 6, only the items required for explanation are described. Further, the business server A72 and the business server B82 are devices used in electronic commerce and the like, and have a message transmitting means for assembling and transmitting a message. For example, when the business server detects a failure, it refers to the failure dictionary, analyzes the failure by a self-diagnosis function, composes a failure notification message, and transmits the message.

As a first example of the operation, the business server A7
The operation when a failure is detected in Step 2 will be described.

Now, the business server A72 of the company A intranet 7 detects any failure that interrupts the transaction between the company A and the company B, and the analysis result indicates that the content of the failure is “aa”.
It is assumed that the trouble location is "cccccc" and the trouble level is "bbbbbb" in "aaa".

At this time, the business server A72 composes a message in accordance with the stored failure level information, and transmits the message to the support server A71 of the company A intranet 7 and the support server B81 of the company B intranet 8. An example of a telegram is shown in FIG. Referring to FIG. 3, the message includes a failure report and an instruction.

The support server A71 and the support server B81
Receives the transmitted message by the message receiving unit 1 and analyzes it by the analysis unit 2. Hereinafter, the support server A71 will be described as an example.

As a result of the analysis, the analysis means 2 determines that the content of the message is the search content "aaaaaa" and the search content "cccccc".
Notice that the message in the message is to contact the appropriate person.

Next, the search means 3 searches the knowledge storage section 61, the relation storage section 62, and the personnel storage section 63 by referring to the analysis result of the analysis section 2 as search conditions, and matches the extracted information. The information is stored in the information storage unit 64. In this case, since the notification is a failure notification, the knowledge storage unit 61 is searched to extract the name of a member of the system unit which is a support unit of the system, and the relation storage unit 62 is searched by the member name of the system unit to search for "aaa".
aaa ”and a person having the ability to retrieve the search content“ cccccc ”are extracted (corresponding to names“ B ”and“ E ”), and the personnel storage unit 63 is searched for the names“ B ”and“ E ”to retrieve the electronic information of Mr. B. Email address “qqqq” and pager number “rrrr”
The e-mail address "yyyy" and the pager number "zzzz" of Mr. E are extracted, and the name "B", the e-mail address "qqqq" of Mr. B and the pager number "rrr" are extracted.
r ”and name“ E ”and E-mail address of Mr.“ y ”
yyy "and the pager number" rrrr "are stored in the matching information storage unit 64. In this way, the matching information storage unit 64
Stores the name of a suitable person who can respond to the obstacle and a plurality of communication means.

Next, the execution means 4 refers to the result of the analysis by the analysis means 2 and the result of the search by the search means 3 to execute the instruction. In this case, based on the name stored in the matching information storage unit 64 and a plurality of communication means, an e-mail is transmitted to Mr. B at the address “qqqq” and the number “rrr” is sent.
"r" to pager and address to "E"
The e-mail is transmitted at "yyyy" and the pager is transmitted at the number "zzzz".

Thereafter, the message reply means 5 sends the treatment result (communication by sending an e-mail to the appropriate persons B and E and sending it to the pager) to the business server A 72 which has issued the request. Send to

In this manner, the communication process after the failure detection is optimally performed according to the instruction in the message.

Further, as a second example of the operation, an operation in the case where the business server A72 is searching for a human resource will be described.

Now, it is assumed that the business server A72 of the company A intranet 7 is searching for a human resource having the capability "kkkkkk".

At this time, the business server A72 composes a message according to the information to be searched, and transmits the message to the support server A71 of the company A intranet 7. FIG. 7 shows an example of the electronic message. Referring to FIG. 7, the message includes the contents of searching for personnel and instructions.

The support server A71 receives the transmitted message by the message receiving means 1 and analyzes it by the analyzing means 2.

As a result of the analysis, the analysis means 2 of the support server A71 recognizes that the content of the message is a personnel search for the search content "kkkkkk", and that the instruction of the message is a report of a suitable person.

Next, the search means 3 searches the knowledge storage section 61, the relation storage section 62, and the personnel storage section 63 by referring to the analysis result of the analysis section 2 as search conditions, and matches the extracted information. The information is stored in the information storage unit 64. In this case, since it is a human resource search, the knowledge storage unit 61 is searched to extract a member name,
The relation storage unit 62 is searched by the member name, and the search content "kkkk"
A person having the ability for “kk” is extracted (corresponding to the name “G”), and the personnel storage unit 63 is searched for the name “G”, and the telephone number “ssss” of Mr. G and the electronic mail address “ttt”
t ”, the name“ G ”and G's phone number“ sss ”
s "and the e-mail address" tttt "are stored in the matching information storage unit 64.

Next, the execution means 4 refers to the result of the analysis by the analysis means 2 and the result of the search by the search means 3 to execute the instruction. In this case, an e-mail is sent to the business server A72 based on the contents stored in the matching information storage unit 64.

Thereafter, the message reply means 5 sends the treatment result to the business server A 72 which is the request source.

In this way, the processing is optimally performed according to the instructions in the message.

[0056]

The first effect is that technical support can be made more efficient.

The reason for this is that, as a current response, a question that is spoken over the telephone is sent as a computer-processable electronic message, which eliminates the need for an operator and also provides a technician or the like who is appropriate to respond. This is because the contact is made automatically.

The second effect is to prompt the concerned persons to take a quick response.

The reason is that a person who can deal with the trouble is immediately and automatically contacted.

A third effect is that a suitable person can be selected.

The reason is that information on knowledge and technology and information on human resources are managed with a relationship, and excellent qualified human resources can be identified.

[Brief description of the drawings]

FIG. 1 is a diagram showing a configuration of an embodiment of the present invention.

FIG. 2 is a diagram illustrating the operation of the embodiment of the present invention.

FIG. 3 is a diagram showing a first example of a telegram;

FIG. 4 is a diagram illustrating an example of a knowledge storage unit;

FIG. 5 is a diagram illustrating an example of a personnel storage unit;

FIG. 6 is a diagram illustrating an example of a relation storage unit.

FIG. 7 is a diagram showing a second example of a telegram;

[Explanation of symbols]

 REFERENCE SIGNS LIST 1 message receiving means 2 analyzing means 3 searching means 4 executing means 5 message reply means 6 storage device 7 company A intranet 8 company B intranet 9 internet 61 knowledge storage unit 62 relation storage unit 63 human resources storage unit 64 adaptation information storage unit 71 support Server A 72 Business server A 81 Support server B 82 Business server B

Claims (6)

[Claims] 1. A message receiving unit that receives a message, an analyzing unit that analyzes the message received by the message receiving unit, an executing unit that executes a process based on an analysis result of the analyzing unit, and a process of the executing unit. A communication support system comprising: a message returning unit that returns a report to a message transmission source. 2. The apparatus according to claim 1, further comprising a search unit for searching an information database based on an analysis result of the analysis unit, wherein the execution unit executes a process by referring to a search result of the search unit. Contact support system. 3. The information database defines a knowledge storage unit that defines organization element information, a personnel storage unit that defines information on personnel belonging to the organization, and a correspondence relationship between the knowledge storage unit and the personnel storage unit. 3. The communication support system according to claim 2, comprising a relation storage unit. 4. A communication support method comprising: receiving a message, analyzing the received message, executing a process based on the analysis result of the message, and returning a report of the executed process to a message transmission source. Method. 5. The communication support method according to claim 4, wherein an information database is searched based on the analysis result of the message, and processing is executed with reference to the search result. 6. The information database defines a knowledge storage unit for defining element information of an organization, a personnel storage unit for defining information of personnel belonging to the organization, and a correspondence between the knowledge storage unit and the personnel storage unit. 6. The communication support method according to claim 5, comprising a relation storage unit.