JP2010211575A - Information evaluation support system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an information evaluation support system allowing an inquirer to decide reliability of an answerer. <P>SOLUTION: The information evaluation support system 100 includes a computer processing a request from an inquirer terminal 300 or an answerer terminal 400 via a network 500 and a Web server 200. The information evaluation support system 100 includes: a means for storing answer contents received from the answerer terminal 400 into an answer information table 123; a means for obtaining a skill keyword corresponding to the answerer from an employee skill keyword table 124; a means for obtaining an inquiry keyword precedingly extracted from inquiry information corresponding to the answer contents from an extraction keyword table 122; a means for calculating similarity of the obtained skill keyword corresponding to the answerer based on the obtained inquiry keyword; and a means for transmitting the calculated similarity and the answer contents together so as to make them be displayed on an inquiry terminal 300. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to an information evaluation support system including a mechanism for determining the reliability of an answerer and a mechanism for automatically determining an answer from accumulated data.

The company has a dedicated inquiry window to respond to business procedures and technical questions that employees perform. However, because the inquirer does not know the location of the inquiry window or there is no window that matches the contents of the question, it may take time to obtain a solution or a solution may not be obtained. is there.
For this reason, Q & A systems in which employees in the company answer inquiries with their own knowledge and experience are being used. However, since non-professional employees also respond to inquiries, technology is needed to determine the accuracy of the content of the responses.

As a system for allocating inquiry cases, for example, Patent Document 1 describes the following assignment case support method.
A matter assignment support method for supporting work for assigning an inquiry matter to a worker in an information processing system in which a plurality of dialogue terminals are connected to a matter management server computer (hereinafter referred to as a server). The server extracts the matter assigned to the worker from the matter information storage unit and matter management information storage unit stored in the storage device, and the unassigned matter that has not been assigned to anyone, Is generated and transferred to the dialog terminal. The dialog terminal displays a list of related matters according to the transferred related matter display information, and the worker on the related matter list screen displayed on the dialog terminal. The server creates empty matter display information and transfers it to the dialogue terminal in response to the press of the new matter creation button by, and the dialogue terminal uses the transferred empty matter display information to The server registers the matter information in the matter information storage unit and the matter management information storage unit according to the input by the worker of the matter information that is the content of the empty matter displayed on the interactive terminal. The tendency of the case information input using the keyword classification information registered in the keyword classification information storage unit set in the storage device is analyzed and registered in the worker proficiency information storage unit set in the storage device. Analyzing the similarity between the trend of the case information analyzed using the worker proficiency level information and the proficiency level of the worker, and the case where the similarity index obtained as a result of the analysis is set in the storage device Register in the similarity information storage unit.

JP-A-11-296594

  By the way, the inquiry window set up in the company cannot respond to all inquiries. In addition to the inquiry department or the person in charge, there are specialist knowledge and experience, and if you use the knowledge of such employees, you can respond to many inquiries. When employees other than the inquiry department answer, the accuracy of the answer becomes a problem. Therefore, it is necessary to judge the degree of expertise of the respondent's knowledge.

  Some employees have similar questions and make inquiries. It takes time for the inquirer or the respondent to obtain similar information from the stored inquiries and answer information. Or the waste of repeating the same process without finding it occurs.

  SUMMARY OF THE INVENTION In view of the above situation, the present invention aims to provide an information evaluation support system that enables an inquirer to determine the reliability of an answerer and to efficiently find similar information from accumulated inquiry data. And

In order to solve the above problems, the present invention provides the following configurations.
The invention according to claim 1 is an information evaluation support system including a computer that processes a request from an inquirer terminal or a respondent terminal through a network and a Web server.
The information evaluation support system stores a response content received from the respondent terminal in a response information table;
Means for acquiring respondent information from the employee information table and acquiring skill keywords corresponding to the respondent from the employee skill keyword table;
Means for acquiring from the extracted keyword table the inquiry keyword previously extracted and stored from the inquiry information corresponding to the answer content;
Means for calculating the similarity of the skill keyword corresponding to the acquired respondent based on the acquired inquiry keyword;
In order to display the information on the inquirer terminal, an information evaluation support system is provided that transmits the calculated similarity and the content of the answer together to the inquirer terminal.

The invention according to claim 2 is characterized in that the information evaluation support system stores new inquiry information received from the inquirer terminal in an inquiry information table;
Means for extracting a keyword from the inquiry content of the new inquiry information stored in the inquiry information table and storing it in the extracted keyword table;
Means for calculating a similarity between the keyword extracted from the new inquiry content stored in the extracted keyword table and the resolved inquiry information acquired from the inquiry information table;
Means for outputting from the inquiry information table resolved inquiry information having a similarity higher than a threshold;
The information evaluation support system according to claim 1, further comprising means for transmitting the output resolved inquiry information to the inquirer terminal.

  According to the present invention, it is possible to judge the reliability of the answer contents based on the technique and proficiency of the respondent even in the contents answered by the respondents other than the inquiry specialist department, and it is efficient for similar inquiry contents. It is possible to provide an information evaluation support system in which similar information is displayed on the screen so that the inquirer can efficiently obtain an answer.

It is a network block diagram containing the information evaluation assistance system of this invention. It is a figure which shows the example of a data structure of the inquiry information table of this invention, and an extraction keyword table. It is a figure which shows the example of a data structure of the inquiry information table of this invention, and an answer information table. It is a figure which shows the data structure of the employee information table of this invention, and an employee skill keyword information table. It is a flowchart which shows the implementation procedure of the method of displaying the similar solved inquiry with respect to the new inquiry of this invention. It is a flowchart which shows the implementation procedure of the reliability assistance method of the reply content of this invention. It is a figure which shows an example of the "new inquiry input screen" of this invention. It is a figure which shows an example of the "similar inquiry display screen" of this invention. It is a figure which shows an example of the "employee information screen" which registers the keyword of this invention. It is a figure which shows an example of the "answer content input screen" which inputs the reply content of this invention. It is a figure which shows an example of the "answer content display screen" which displayed the answer content and similarity of this invention.

Hereinafter, embodiments of the present invention will be described with reference to the drawings showing examples.
Each of the above means is a means realized by reading and executing a necessary computer program by the CPU of the computer, and flowcharts thereof are shown in FIGS.

--- System configuration ---
FIG. 1 is a network configuration diagram including an information evaluation support system 100 showing an embodiment of the present invention. A web server 200 is connected to the information evaluation support system 100 (hereinafter referred to as the system 100) of this embodiment, and the web server 200 is connected to the inquirer terminal 300 and the respondent terminal 400 via the network 500. The inquirer terminal 300 and the respondent terminal 400 request processing to the system 100 through the Web server 200. Here, only one inquirer terminal 300 and one respondent terminal 400 are shown for simplicity, but normally there are a plurality of inquirers and respondents, and each terminal is connected to the network 500. Shall.

  The system 100 is configured by mounting a program 101 on a computer so as to realize a function of executing the respondent reliability support method of the present invention and a similar solved inquiry display method. Requests from the inquirer terminal 300 and the respondent terminal 400 are processed through the Web server 200.

  The inquirer terminal 300 and the respondent terminal 400 are terminals that access the system 100 via the network 500 and the Web server 200 and perform various input / outputs, and include access means to the network such as a Web browser, for example. Suppose that it is a personal computer.

  The system 100 makes the database 120 available. The database 120 includes a DBMS (Database Management System), and includes an inquiry information table 121, an extracted keyword table 122, an answer information table 123, an employee skill keyword information table 124, and an employee information table 125. The tables 121 to 125 are accessed, and processing such as information storage and retrieval is executed. Since the database 120 includes a DBMS, the database 120 may exist on the network 500 separately from the system 100.

  The system 100 includes an inquiry information recording unit 150 that accepts new inquiry contents from a Web browser of the inquiry terminal 300 through an input interface and stores the new inquiry contents in the database 120 as new inquiry information.

  In the present embodiment, the inquiry information is stored in the inquiry information table 121.

  Further, the system 100 reads the inquiry content information stored in the inquiry information table 121, performs morphological analysis processing, etc., extracts keywords, and stores an inquiry keyword information recording unit 151 that stores the extracted keywords in the extracted keyword table 122 as extracted keywords. Prepare.

  In the Web browser of the respondent terminal 400, the inquiry information stored in the inquiry information table 121 is displayed by the storage information output unit 157 via the network 500 and the Web server 200.

  The respondent terminal 400 uses a Web browser to input a response to the inquiry content, and the response content is stored in the response information table 123 by the response information recording unit 152 of the system 100 via the network 500 and the Web server 200. At this time, the answer may be input from a plurality of respondent terminals 400. Each answer is stored in the answer information table 123 by the answer information recording unit 152.

  When the response content is stored, the similarity calculation unit 156 reads the information of the respondent from the employee information table 125, reads the skill keyword corresponding to the information from the employee skill keyword information table 124, and extracts from the extracted keyword table 122. The similarity with the keyword is calculated, and the similarity is stored in the answer information table 123.

  As for the response to the inquiry content, the stored information output unit 157 displays the inquiry content and the response content on the Web browser of the inquirer terminal 300. The similarity between the inquiry content and the skill keyword of the respondent is displayed as the degree of expertise of the respondent with respect to the response content.

  By displaying the degree of expertise of the respondent as described above, it becomes an index for the inquirer to measure the reliability of the answer content.

  The system 100 also includes a skill keyword information recording unit 153 that stores employee skill keyword information in the employee skill keyword information table 124. The skill keyword information is a plurality of character strings that represent the knowledge, experience, and work in charge of the employee.

  In this embodiment, the similarity calculation unit 156 compares the keyword extracted when the new inquiry content is stored with the keyword extracted from the stored resolved inquiry and stored in the extracted keyword table 122. , A similar answer output unit 155 for displaying information having a high degree of similarity as similar inquiry information on the inquirer terminal 300 is provided.

  At this time, since a large number of similar inquiry information may be output, it is preferable to provide a similarity threshold value and the similar answer output unit 155 has a function of displaying only inquiry information having a high similarity.

  In this way, it is not necessary for the inquirer to search beforehand for similar cases, and answer candidates can be presented. In addition, the respondent can advantageously save the trouble of inputting the same answer.

--- Database structure ---
Next, each data structure of the inquiry information table 121, the extracted keyword table 122, the answer information table 123, the employee skill keyword information table 124, and the employee information table 125 used by the system 100 will be described.

  FIG. 2 is a diagram illustrating a data structure example of the inquiry information table 121 and the extracted keyword table 122. As shown in FIG. 2, the inquiry information table 121 is a table that stores the inquiry title, inquiry contents, and employee name stored by the inquiry information recording unit 150, and the extracted keyword table 122 is the inquiry keyword information recording unit 151. Is a table storing the keywords extracted from the inquiry contents and the number of appearances thereof, and the inquiry information and the extracted keywords are a collection of records associated with the inquiry ID as a key.

  FIG. 3 is a diagram illustrating a data structure example of the inquiry information table 121 and the answer information table 123. The answer information table 123 is a table for storing information of the answer contents stored by the answer information recording unit 152 and the similarity calculated by the similarity calculating unit 156. Here, the degree of similarity is displayed as “specialty level”. As in FIG. 2, the inquiry information and the response contents are a collection of records associated with the inquiry ID as a key.

  FIG. 4 is a diagram showing the data structure of the employee skill keyword information table 124 and the employee information table 125. The employee skill keyword information and the employee information are a collection of records associated with each other using the employee ID as a key.

--- Processing flow example ---
Hereinafter, an example of a processing flow corresponding to the display method of resolved inquiry information and the reliability support method of the answer content in the present embodiment will be described with reference to the drawings.

  FIG. 5 is a flowchart showing an execution procedure of a method for displaying a similar solved query for a new query. In the present embodiment, the inquiry terminal 300 uses a web browser to input from a dedicated input screen. FIG. 7 shows an example of a “new inquiry input screen” which is the dedicated input screen. First, a “title” and “inquiry content” for a new inquiry are input from the inquiry input screen 1. In this embodiment, the inquirer does not select information such as where to make an inquiry and who to make an inquiry. The input information is stored in the inquiry information table 121 by the inquiry information recording unit 150 (S100).

  Next, a keyword is extracted from the inquiry content stored in the inquiry information table 121 by the inquiry keyword information recording unit 151 and stored in the extracted keyword table 122 (S101).

  Next, the solved inquiry information is acquired from the inquiry information table 121, and the similarity calculation unit 156 calculates the similarity between the information and the keyword extracted from the new inquiry content stored in the extracted keyword table 122 ( After that, the similarity threshold value is acquired (S103), and the solved inquiry information having a similarity higher than the threshold value is output from the inquiry information table 121 by the similarity answer output unit 155 (S104). Transmit to display on terminal 300. At this time, if it is higher than the threshold value, a plurality of solved inquiry information may be displayed.

  The resolved inquiry information is displayed in a list on the same screen as the inquiry information on the Web browser of the inquirer terminal 300. FIG. 8 shows an example of a “similar inquiry display screen” that is an output screen. In the similar inquiry display screen 2, two cases are displayed as similar resolved solved inquiry information.

  FIG. 6 is a flowchart showing an execution procedure of the reliability support method for answer contents. In the present embodiment, keywords corresponding to the work and skills handled by the employee are registered in advance as employee information. A plurality of keywords may be registered. FIG. 9 shows an example of an “employee information screen” for registering keywords. The employee information 3 is stored in the employee information table 125, and the keyword 4 is stored in the employee skill keyword table 124.

  First, the respondent inputs the content of the answer to the registered unresolved inquiry information. In the present embodiment, input is performed from a dedicated input screen using the web browser from the respondent terminal 400. FIG. 10 shows an example of an “answer content input screen” that is the dedicated input screen. On the answer content input screen 5, the respondent inputs "answer" while displaying the inquiry content (S200). The input response content is stored in the response information table 123 by the response information recording unit 152 (S201).

  Next, the respondent information is acquired from the employee information table 125 (S202), and the corresponding skill keyword is acquired from the employee skill keyword table 124 (S203).

  Next, the inquiry keyword extracted and stored in advance is acquired from the extracted keyword table 122 (S204), and the similarity of the skill keyword of the respondent acquired as described above based on the acquired inquiry keyword is calculated as a similarity calculation unit 156. (S205).

  The display of the calculated similarity (S206) and the display of the response content (S207) are performed together. FIG. 11 is an example of a “response content display screen” that displays the response content and the similarity. Here, the degree of similarity is displayed as “expert level”. In this case, the similarity may be understood as proficiency and reliability, or may be displayed as such.

100 Information Evaluation Support System 121 Inquiry Information Table 122 Extracted Keyword Table 123 Answer Information Table 124 Employee Skill Keyword Information Table 125 Employee Information Table 200 Web Server 300 Inquirer Terminal 400 Answerer Terminal 500 Network

Claims (2)

An information evaluation support system comprising a computer that processes requests from an inquirer terminal and a respondent terminal through a network and a Web server,
The information evaluation support system stores a response content received from the respondent terminal in a response information table;
Means for acquiring respondent information from the employee information table and acquiring skill keywords corresponding to the respondent from the employee skill keyword table;
Means for acquiring from the extracted keyword table the inquiry keyword previously extracted and stored from the inquiry information corresponding to the answer content;
Means for calculating the similarity of the skill keyword corresponding to the acquired respondent based on the acquired inquiry keyword;
An information evaluation support system, wherein the calculated similarity and the content of the answer are transmitted together to the inquirer terminal for display on the inquirer terminal. The information evaluation support system stores a new inquiry information received from the inquirer terminal in an inquiry information table;
Means for extracting a keyword from the inquiry content of the new inquiry information stored in the inquiry information table and storing it in the extracted keyword table;
Means for calculating a similarity between the keyword extracted from the new inquiry content stored in the extracted keyword table and the resolved inquiry information acquired from the inquiry information table;
Means for outputting from the inquiry information table resolved inquiry information having a similarity higher than a threshold;
The information evaluation support system according to claim 1, further comprising means for transmitting the output resolved inquiry information to the inquirer terminal.

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