JP2010286938A - Computer - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To efficiently present an answer to a user from a person in charge even when a server cannot respond to a question on operation input by the user. <P>SOLUTION: This computer includes a server that receives a service request from a user terminal via a network and provides a service to the service request to the user terminal. The computer includes a recording section for recording processing contents of the service as a processing history, a receiving section for receiving question information transmitted from the user terminal, an answer section for outputting answer information to the question information, a transfer section for transferring the question information and processing history to a manager terminal via the network when the answer information is insufficient as an answer to the question information, and a means for transmitting, to the user terminal, the answer information to the question information received from the manager terminal. <P>COPYRIGHT: (C)2011,JPO&INPIT

Description

  The present invention relates to a computer, and more particularly to a computer that transmits answer information to question information from a user terminal to the user terminal.

  As software development technology improves and competition between vendors offering products increases, software products are becoming more sophisticated, and as a result, users don't know how to use them, and the frequency of confusion is increasing. . If you have a question about a simple operation procedure, you can use the help function built into the software product.

  In addition, there is a service such as SaaS (Software as a Service) that allows a user to use functions equivalent to software executed on a personal computer at home or at work via the Internet or WWW (World Wide Web). In this case, the actual processing is executed by one or a plurality of servers at remote locations via the Internet. In such a form, a help function and the like are also provided via the Internet.

  The above techniques are described in Non-Patent Documents 1 and 2, for example.

http://www.microsoft.com/enable/training/word2002/oxp_help.mspx, "Word 2002 Step-by-Step Guide: Using Office XP Help," June 2, 2009 search http://support.microsoft.com/kb/831589, "[WD2003] How to use help when you don't know how to use Word", June 2, 2009

  However, in the technologies described in Non-Patent Documents 1 and 2, if the user's doubts and dissatisfactions are not solved by the provided help function alone, the help desk is called or a question is asked in a community such as a bulletin board on the Internet. It is not easy to use because it requires work. When the content of the answer to the user by such a help function is sufficient, it is convenient if an inquiry can be appropriately made to the administrator terminal on the server side and an appropriate answer can be provided to the user. In other words, it is desired to provide users with specific answers by operators and vendors in addition to mechanical online help answers, and to provide multi-level help services from the user's perspective. Such a problem is particularly conspicuous in an online application such as a web application in which a manual is not provided as a paper medium, rather than a normal stand-alone application in which the manual is provided as a paper medium.

  In addition, unlike a stand-alone application, in an online application, the execution subject of the application is a remote server or the like. Therefore, when any problem occurs, it is difficult for the user to grasp the situation on the remote server side. That is, it is difficult for the user to make an inquiry after grasping the situation. For this reason, it is convenient if an application processing history is stored on the remote server side so that an answer to a user's inquiry can be prepared using this.

  In addition to making inquiries to the administrator terminal, if other users' terminals can be inquired, it is convenient to obtain answers from other users. In particular, when there is a user who has solved the problem by having similar questions in the past, there is a high possibility that an appropriate answer will be obtained.

  In view of the above problems, an object of the present invention is to provide a technique capable of providing a more convenient service.

  In order to solve the above problems, this system has the following configuration. That is, a computer that includes a server that receives a service request from a user terminal via a network and provides a service corresponding to the service request to the user terminal, and a recording unit that records the processing contents of the service as a processing history; A receiver that receives the question information transmitted from the user terminal, an answer unit that outputs the answer information for the question information, and if the answer information is insufficient as an answer to the question information, the question information and the processing history are And a means for transmitting answer information for the question information received from the administrator terminal to the user terminal.

  A computer that includes a server that receives a service request from a user terminal via a network and provides a service corresponding to the service request to the user terminal, the recording unit recording the processing contents of the service as a processing history; A receiver for receiving the question information transmitted from the user terminal, an answer unit for outputting the answer information to the question information, and if the answer information is insufficient as an answer to the question information, the question information and the processing history are And a means for transmitting answer information for the question information received from the other user terminal to the user terminal.

  According to the present invention, it is possible to provide a more convenient service.

It is a figure explaining the structure of a computer apparatus. It is a figure explaining another structure of a computer apparatus. It is a figure explaining another structure of a computer apparatus. It is a figure explaining another structure of a computer apparatus. It is an example of a display of a user terminal and a community participant terminal. It is a figure explaining the structure of a user terminal and an administrator terminal. It is a figure which shows the flow of a process of an inquiry. It is a figure explaining the content of the process history which a computer apparatus handles. It is a figure showing the content of a synonym dictionary. It is a figure showing the content of the correspondence table of a question and an answer. It is a figure which shows the flow of a matching process.

  Hereinafter, modes for carrying out the invention will be described.

  Hereinafter, Example 1 is demonstrated, referring FIG. 1 and FIG.

  FIG. 1A is a diagram for explaining the configuration of a computer apparatus according to this embodiment.

  The computer device provides the user terminal (1010), administrator terminal (1011), network (1020), front-end server (1030) that manages the input / output interface with the user, and provides services according to user requests Server (1040), recording means (1050) for recording processing contents as processing history (1051), answer means (1060) for generating and sending answers to inquiries about how to use the server (1040), Inquiries to the administrator terminal (1011) when the determination means (1070) determines that the answering means (1060) cannot respond to the inquiry means and the determining means (1070) that determines whether the answering means (1060) is compatible Transfer means (1080) for transmitting the contents and the processing history (1051).

  The user of this system uses the user terminal (1010) and connects to the front-end server (1030) through the network (1020). The server (1040) is a server that provides, for example, a Web application, processes a request from a user transferred from the front-end server (1030), and uses the processing result again via the front-end server (1030). Displayed on the user terminal (1010). The contents of the processing are recorded in the processing history (1051) by the recording means (1050).

  FIG. 8 is a diagram for explaining the contents of the processing history handled by the computer apparatus according to this embodiment.

  Process history (1051) is date (8010), time (8020), process result type (8030), name of executed application (8040), contents processed by application (8050), contents processed (8050) Remarks information about (8060), including each column above.

  In FIG. 8, “success” or “failure” is recorded in the processing result type (8030). By confirming the location where “failure” is recorded, it is possible to grasp the date and time when the trouble occurred, the executed application, the processing content of the application, and the like. Also, by confirming the processing history before and after “failure”, it is possible to grasp the processing up to “failure” and the processing after reaching “failure”.

  When a point that the user does not understand is generated while using this system, an inquiry is sent to the front-end server (1030).

  FIG. 7 is a diagram showing a flow of processing performed by the front-end server (1030) in the present embodiment. A flow in which the front-end server (1030) processes a query from a user will be described with reference to FIG.

  The front-end server (1030) transfers this inquiry to the determination means (1070) (step 7000). The determination means (1070) determines whether or not this inquiry content can be handled by the response means (1060) in the present system while communicating with the response means (1060) (step 7010).

  FIG. 9 is a diagram showing the contents of the synonym dictionary used by the reply means (1060) in the present embodiment.

  The synonym dictionary (9000) has a set of synonyms (9010-9040) in it. The set of synonyms (9010-9040) includes a set of words with different notations (9040) representing the same words.

  FIG. 10 is a diagram showing the contents of a correspondence table of questions and answers used by the answering means (1060) in this embodiment.

  The question / answer correspondence table (10000) includes a set (10030) of a combination of a keyword set (10010) corresponding to the question and a group of answer candidates (10020) corresponding thereto.

  The answering means (1060) performs matching processing on the text of the inquiry content using the synonym dictionary (9000) and the correspondence table (10000). If the matching process is successful, the determination means (1070) determines that an answer is possible.

  FIG. 11 shows the flow of the adaptation process executed by the reply means (1060) in this embodiment. An adaptation process for determining whether or not the reply means (1060) can answer the inquiry content sent from the determination means (1070) will be described with reference to FIG.

  First, the character string which is the inquiry content is divided, and the particle is removed to form one or a plurality of word strings (step 11000). If the character string is “cannot be pasted”, the word string “letter”, “paste”, “cannot be” is obtained.

  Next, the synonym dictionary (9000) is applied to each of these word strings to replace them, thereby obtaining all combinations of word strings that are generated (step 11010). When the synonym dictionary of FIG. 9 is applied to the above-mentioned “character”, “paste”, and “cannot”, “character” is replaced with “text”, “text”, and “character string” from the synonym group (9010). From (9040), a set of words is generated by replacing “Paste” with “Paste”, “Paste”, and the like. Furthermore, “paste” can be replaced with “paste”, “paste”, and the like using a set of synonyms (9020), and the set of words further increases. Similarly, a word set is generated by replacing “cannot” with “failure” from the set of synonyms (9030). As a result of these processes, a combination of “text”, “paste”, and “failure” is included in the set of words.

  Next, it is confirmed whether or not there is a keyword set (10010) corresponding to the question in the question and answer correspondence table (10000) in FIG. 10 that matches the above word set (step 11020). . In this example, since the combination of “text”, “paste”, and “failure” matches, a message indicating that the determination means (1070) is available is transmitted (step 11030). Conversely, if there is no match for all combinations, a message indicating that the determination means (1070) is not available is transmitted (step 11040).

If the response is possible, the query is forwarded to the response means (1060) (step 7020). The group (10020) is extracted, the contents of the processing history (1051) are referred to, and one or more of them are set as answers.
The answer is received via the front-end server (1030) (step 7030) and displayed on the user terminal (1010) (step 7040). If the response is not possible, the inquiry contents are transferred to the administrator terminal (1011) and displayed together with the contents of the processing history (1051) (step 7050).

  The administrator of this system prepares an answer for the inquiry content displayed on the administrator terminal (1011). If it is difficult to determine what kind of situation the user is in from only the contents of the inquiry, the situation is estimated by referring to the contents of the processing history (1051) displayed together. The answer created by the administrator is received via the administrator terminal (1011) (step 7060) and displayed on the user terminal (1010) via the front-end server (1030) (step 7040). ).

  In this way, the user can solve questions about the operation. In addition, there is no need to be aware of whether the system or administrator is the answer.

  FIG. 1 (b) shows an example of the system display on the user terminal.

  Based on the same assumptions as in the example of FIG. 1 (a), the flow until the user using the server (1040) sends a detailed inquiry to the system will be described.

  A window (1100) of the present system is displayed on the screen of the user terminal (1010).

  While the inquiry is input from the user terminal (1010), the front-end server (1030) pops up an inquiry confirmation window (1110) on the window (1100). The front-end server (1030) acquires information on the current system state from the server (1040) and the recording means (1050), and displays the information in the information display area (1120) on the inquiry confirmation window (1110). As a result, the user can more specifically grasp what he / she is doing using the system, and can make more accurate inquiries. A detailed inquiry request is transmitted to the front-end server (1030) by inputting specific inquiry contents into the text input area (1130) and selecting OK.

  FIG. 6A is a diagram illustrating the configuration of the user terminal in the present embodiment.

  The user terminal (1010) includes an application (6110), a Web browser (6120), an operating system (6130), and an input / output control unit (6140). The input / output control unit (6140) further includes a display output unit (6141) that outputs information to a display device (6200) that displays information to the user, and an input device (6300) that receives information input from the user. An input processing unit (6142) for processing information and a network input / output processing unit (6143) for inputting / outputting information to / from the network (1020).

  FIG. 6B is a diagram illustrating the configuration of the administrator terminal in the present embodiment.

  The administrator terminal (1011) includes a management program (6410), a Web browser (6420), an operating system (6430), and an input / output control unit (6440). The input / output control unit (6440) further includes a display output unit (6441) that outputs information to a display device (6500) that displays information to the user, and an input device (6600) that receives information input from the user. An input processing unit (6442) for processing information and a network input / output processing unit (6443) for inputting / outputting information to / from the network-connected transfer function (1080).

  Hereinafter, another embodiment for carrying out the invention will be described with reference to FIGS. 1 and 2.

  FIG. 2 is a diagram for explaining the configuration of the computer apparatus according to this embodiment.

  In FIG. 2, the computer apparatus includes a user terminal (1010), an administrator terminal (1011), a network (1020), a front-end server (1030), a server (1040), and a processing history (1051) similar to those in the first embodiment. A recording means (1050), an answering means (1060), a judging means (1070), a transferring means (1080), and a display information acquiring means (2000) for acquiring display information of the user terminal (1010). The functions and operations of the configurations given the same numbers as those in the first embodiment are the same as those in the first embodiment unless otherwise specified.

  The user of this system uses the user terminal (1010) and connects to the front-end server (1030) through the network (1020). The server (1040) processes the request from the user transferred from the front end server (1030), and the processing result is again displayed on the user terminal (1010) via the front end server (1030). The contents of the processing are recorded in the processing history (1051) by the recording means (1050), and at the same time, the display information acquisition means (2000) is sent to the user terminal (1010) every time the front-end server (1030) changes the display. Get the latest display method to be displayed.

  When a point that the user does not understand is generated while using this system, an inquiry is sent to the front-end server (1030). The front-end server (1030) transfers this inquiry to the determination means (1070). The determination means (1070) determines whether or not this inquiry content can be handled by the response means (1060) in the present system while communicating with the response means (1060).

  If the response is possible, the inquiry is transferred to the response means (1060), and the response is displayed on the user terminal (1010) via the front-end server (1030).

  If the response is not possible, the inquiry content is transferred to the administrator terminal (1011) together with the processing history (1051) and the display information content acquired by the display information acquisition means (2000).

  The display information is preferably the display content at the time of trouble occurrence. This is because it is necessary information to grasp the situation at the time of trouble occurrence and investigate the cause. The display information can be prepared, for example, by using a function such as a print screen for display contents to be transferred by the user using the input device of the user terminal.

  FIG. 2B is an example of display information. In FIG. 2B, 2010 is a screen of an application program accessed by the user, and 2020 is a data editing screen that is a screen for correcting data displayed in the application program. , 2030 and 2040 are person name data fields for displaying the person names displayed on the data edit screen (2020), and 2050 and 2060 are the addresses of the person names 2030 and 2040 displayed on the data edit screen (2020). It is an address data column.

  In this way, information on the screen accessed and operated by the user is displayed on the administrator terminal (1011).

  The administrator of this system prepares an answer for the inquiry content displayed on the administrator terminal (1011). If it is difficult to determine what kind of situation the user is in from only the contents of the inquiry, the situation is inferred by referring to the contents of the processing history (1051) displayed together with the display information of FIG. To do. The answer created by the administrator is input to the administrator terminal (1011) and displayed on the user terminal (1010) via the front-end server (1030).

  In this way, the user can solve questions about the operation. In addition, there is no need to be aware of whether the system or administrator is the answer.

  Hereinafter, another embodiment for carrying out the invention will be described with reference to FIGS.

  FIG. 3 is a diagram for explaining the configuration of the computer apparatus according to this embodiment.

  In FIG. 3, the computer apparatus includes a user terminal (1010), an administrator terminal (1011), a network (1020), a front-end server (1030), a server (1040), and a processing history (1051) similar to those in the second embodiment. , Recording means (1050), reply means (1060), transfer means (1080), display information acquisition means (2000) for acquiring display information of the user terminal (1010), and in place of determination means (1070) And determining means 2 (3000) for determining whether the answering means (1060) can respond to the inquiry, and further comprising a community participant terminal (3030) connected via the Internet (3020), When the determination means 2 (3000) determines that the answer means (1060) cannot respond to the inquiry, the transfer means 2 (3010) for transmitting the inquiry contents and the processing history (1051) to the community participant terminal (3030) Prepare. The functions and operations of the configurations denoted by the same numbers as in the first and second embodiments are the same as those in the first and second embodiments unless otherwise specified.

  The community participant is another user who uses the service provided by the server (1040).

  As in the second embodiment, the user of this system uses the user terminal (1010) and connects to the front-end server (1030) through the network (1020). The server (1040) processes the request from the user transferred from the front end server (1030), and the processing result is again displayed on the user terminal (1010) via the front end server (1030). The contents of the processing are recorded in the processing history (1051) by the recording means (1050), and at the same time, the display information acquisition means (2000) is sent to the user terminal (1010) every time the front-end server (1030) changes the display. Get the latest display method to be displayed.

  When a point that the user does not understand is generated while using this system, an inquiry is sent to the front-end server (1030). The front-end server (1030) transfers this inquiry to the determination means 2 (3000). The determination means 2 (3000) determines whether this inquiry content can be handled by the response means (1060) in the present system while communicating with the response means (1060).

  If the response is possible, the inquiry is transferred to the response means (1060), and the response is displayed on the user terminal (1010) via the front-end server (1030).

  If the response is not possible, the inquiry content is transferred to the administrator terminal (1011) together with the processing history (1051) and the display information content acquired by the display information acquisition means (2000), and at the same time, the determination means 2 (3000) transfers the inquiry content together with the processing history (1051) and the display information content acquired by the display information acquisition means (2000) to the community participant terminal (3030) via the Internet.

  The information displayed on the administrator terminal (1011) and the community participant terminal (3030) is the same as that shown in FIG.

  The administrator of this system prepares an answer for the inquiry content displayed on the administrator terminal (1011). If it is difficult to determine what kind of situation the user is in from only the contents of the inquiry, the situation is inferred by referring to the contents of the processing history (1051) displayed together with the display information of FIG. To do. The answer created by the administrator is input to the administrator terminal (1011) and displayed on the user terminal (1010) via the front-end server (1030).

  In this way, the user can solve questions about the operation. In addition, there is no need to be aware of whether the system or administrator is the answer.

  The community participant related to this system prepares an answer for the inquiry content displayed on the community participant terminal (3030). If it is difficult to determine what kind of situation the user is in from only the contents of the inquiry, the situation is inferred by referring to the contents of the processing history (1051) displayed together with the display information of FIG. To do. The answer created by the community participant is input to the community participant terminal (3030), displayed on the user terminal (1010) via the Internet (3020), and via the front-end server (1030).

  In this way, the user can answer the question about the operation by receiving an answer from the community participant and try to solve it himself.

  Hereinafter, another embodiment for carrying out the invention will be described with reference to FIGS. 3, 4, and 5.

  FIG. 4 is a diagram for explaining the configuration of the computer apparatus according to this embodiment.

  In FIG. 4, the computer apparatus includes the same user terminal (1010), administrator terminal (1011), network (1020), front-end server (1030), server (1040), and processing history (1051) as in the third embodiment. , Recording means (1050), answer means (1060), transfer means (1080), display information acquisition means (2000) for acquiring display information of the user terminal (1010), determination means 2 (3000), community participant terminal (3030), transfer means 2 (3010), and information preservation means (4010) for deleting personal information, corporate information and socially inappropriate expressions from the contents of inquiry, processing history, and display information, respectively. Prepare. The functions and operations of the configurations denoted by the same numbers as those in Example 1-3 are the same as those in Example 1-3 unless otherwise specified.

  As in the third embodiment, the user of this system uses the user terminal (1010) and connects to the front-end server (1030) through the network (1020). The server (1040) processes the request from the user transferred from the front end server (1030), and the processing result is again displayed on the user terminal (1010) via the front end server (1030). The contents of the processing are recorded in the processing history (1051) by the recording means (1050), and at the same time, the display information acquisition means (2000) is sent to the user terminal (1010) every time the front-end server (1030) changes the display. Get the latest display method to be displayed.

  As in the third embodiment, when a point that the user does not know the operation occurs while using this system, an inquiry is transmitted to the front-end server (1030). The front-end server (1030) transfers this inquiry to the determination means 2 (3000). The determination means 2 (3000) determines whether this inquiry content can be handled by the response means (1060) in the present system while communicating with the response means (1060).

  If the response is possible, the inquiry is transferred to the response means (1060), and the response is displayed on the user terminal (1010) via the front-end server (1030).

  If the response is not possible, the inquiry content is transferred to the administrator terminal (1011) together with the processing history (1051) and the display information content acquired by the display information acquisition means (2000). At the same time, the judging means 2 (3000) forwards the inquiry contents together with the processing history (1051) and the contents of the display information acquired by the display information acquiring means (2000) to the community participant terminal (3030) via the Internet. Try.

  When the judging means 2 (3000) tries to transfer the information, the information maintaining means (4010) judges whether there is personal information, corporate information or socially inappropriate expression in the transferred content. If it exists, the information is deleted or converted into a predetermined expression.

  To determine whether personal information, corporate information, and socially inappropriate expressions exist, prepare private (personal information, corporate information, etc.) and public (inappropriate expressions) dictionary data in advance. The transfer is performed by matching the transferred data with the dictionary data. An example of information displayed on the administrator terminal (1011) at this time is shown in FIG.

  In FIG. 5A, reference numeral 5010 denotes a system window which is a window of this system, 5020 denotes a data editing window which is a screen of a service accessed by the user of the user, and 5030 displays an image of the user. User image windows 5040 and 5050 are personal name data fields for displaying personal names displayed on the data editing screen (5020), and 5060 and 5070 are personal names 5040 and 5050 displayed on the data editing screen (5020). It is an address data column for displaying the address of.

  The user image displayed in the user image window (5030) is registered as image data by taking a photograph in advance, and differs depending on the accessing user. Suppose you use it.

  This time, the information maintenance means (4010) determines that there is an inappropriate expression in the transfer content, converts the person's name and address into a series of “X”, and deletes the image. Whether a character string is a person name and an address can be easily determined using a dictionary of character codes and place names constituting the character string.

  An example of information displayed on the community participant terminal (3030) at this time is shown in FIG.

  In FIG. 5B, 5110 is a system window which is a window of this system, 5120 is a data editing window which is a screen of a service accessed by the user of the user, and 5130 is an image of the user. User image windows 5140 and 5150 are personal name data fields for displaying personal names displayed on the data editing screen (5120), and 5160 and 5170 are personal names 5140 and 5150 displayed on the data editing screen (5120). It is an address data column for displaying the address of.

  As shown in the person name data field 5140, the person name data field 5150, the address data field 5160, and the address data field 5170, each field is converted into a series of “X”. Also, the image is erased and the user's image is not displayed (here, it is indicated by a cross mark for easy understanding).

  As in the third embodiment, the administrator of this system prepares an answer for the inquiry content while viewing the screen of the service being operated shown in FIG. 5A displayed on the administrator terminal (1011).

  The community participant related to this system prepares an answer for the inquiry content while viewing the screen of the service in operation shown in FIG. 5B displayed on the community participant terminal (3030).

  In this embodiment, the information displayed on the community participant terminal (3030) deletes personal information, company information, and socially inappropriate expressions, so that the user can make an inquiry with peace of mind.

  This time, the information preservation means (4010) used a relatively simple algorithm to determine whether it is a person's name and address, but by using other methods, it is possible to judge more accurately and to leak information Sex can be lost.

  As described above, according to the embodiment of the present invention, an answer can be presented to a user based on a response obtained from an administrator terminal even when the server cannot respond to an operational question input by the user. The administrator who uses the administrator terminal can easily understand the situation where the user is placed based on the processing history information, and can efficiently provide the help service to the user. In addition, the user can use a multi-level help service according to the contents while using a single inquiry format.

1010 User terminal
1011 Administrator terminal
1020 network
1030 Front-end server
1040 servers
1050 Recording means
1051 Processing history
1060 Answer means
1070 Judgment means
1080 transfer means
1100 System window
1110 Inquiry confirmation window
1120 Information display area
1130 Text input area
2000 Display information acquisition means
3000 judgment means 2
3010 Transfer method 2
3020 Internet
3030 Community participant terminal
4010 Information security measures
5010 System window
5020 Data edit window
5030 User image window
5040 Data display column
5050 Data display column
5060 Data display column
5070 Data display column
5110 System window
5120 Data edit window
5130 User image window
5140 Data display column
5150 Data display column
5160 Data display column
5170 Data display column
6110 Application
6120 Web browser
6130 operating system
6140 I / O controller
6141 Display output section
6142 Input processing section
6143 Network input / output processor
6200 display
6300 input device
6410 Administrative program
6420 web browser
6430 operating system
6440 I / O controller
6441 Display output section
6442 Input processor
6443 Network input / output processor
6500 display
6600 input device
8010 Processing history data column
8020 Processing history data column
8030 Processing history data column
8040 Processing history data column
8050 Processing history data column
8060 Processing history data column
9000 Thesaurus
9010 a set of synonyms
9020 set of synonyms
9030 A set of synonyms
9040 a set of synonyms
10000 Question and answer table
10010 Question keyword set
10020 Answer group
10030 Question and answer set

Claims (15)

A computer comprising a server for receiving a service request from a user terminal via a network and providing a service for the service request to the user terminal,
A recording unit for recording the processing content of the service as a processing history;
A receiver for receiving the question information transmitted from the user terminal;
An answer unit for outputting answer information to the question information;
When the answer information is insufficient as an answer to the question information, a transfer unit that transfers the question information and the processing history to an administrator terminal via a network;
Means for transmitting answer information for the question information received from the manager terminal to the user terminal. The computer according to claim 1,
The transfer unit transmits the question information, the processing history, and the display information to another user terminal,
The computer, wherein the receiving unit receives answer information for the question information from the other user terminal. The computer according to claim 1,
A display information acquisition unit for acquiring display information on the user terminal;
The computer, wherein the transfer unit transmits the question information, the processing history, and the display information to the manager terminal. The computer according to claim 3, wherein
The computer, wherein the transfer unit does not transfer a part of the display information to the administrator terminal. The computer according to claim 3 or 4,
The computer, wherein the transfer unit does not transfer secret information including personal information or company information among the display information to the administrator terminal. A computer according to any one of claims 1 to 5,
The computer, wherein the answer unit outputs answer information corresponding to the question information using a word included in the question information. The computer according to any one of claims 1 to 6,
The computer further comprising a determination unit that determines that the answer information is insufficient as an answer to the question information when the answer information corresponding to the question information cannot be extracted. A computer according to any one of claims 1 to 7,
The processing history includes at least information indicating an application used for providing the service, information indicating processing contents of the application, and information indicating success or failure of the processing contents. . A computer comprising a server for receiving a service request from a user terminal via a network and providing a service for the service request to the user terminal,
A recording unit for recording the processing content of the service as a processing history;
A receiver for receiving the question information transmitted from the user terminal;
An answer unit for outputting answer information to the question information;
When the answer information is insufficient as an answer to the question information, a transfer unit that transfers the question information and the processing history to another user terminal via a network;
Means for transmitting answer information for the question information received from the other user terminal to the user terminal. A computer according to claim 9, wherein
A display information acquisition unit for acquiring display information on the user terminal;
The computer, wherein the transfer unit transmits the question information, the processing history, and the display information to the other user terminal. The computer according to claim 10, wherein
The computer, wherein the transfer unit does not transfer a part of the display information to the other user terminal. A computer according to claim 10 or 11,
The computer, wherein the transfer unit does not transfer secret information including personal information or company information among the display information to the other user terminal. A computer according to any one of claims 9 to 12,
The computer, wherein the answer unit outputs answer information corresponding to the question information using a word included in the question information. A computer according to any one of claims 9 to 13,
The computer further comprising a determination unit that determines that the answer information is insufficient as an answer to the question information when the answer information corresponding to the question information cannot be extracted. A computer according to any one of claims 9 to 14,
The processing history includes at least information indicating an application used for providing the service, information indicating processing contents of the application, and information indicating success or failure of the processing contents. .

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