JP2019114125A - Inquiry response system and inquiry response method - Google Patents

Abstract

To provide an inquiry response system that can follow up user inquiries at appropriate timing.SOLUTION: An inquiry response system 1 includes an inquiry answering unit configured to receive an inquiry from a user, extract a reply to the inquiry, and transmit the extracted reply, a follow-up time calculation unit configured to calculate follow-up time for transmitting a follow-up inquiry on the basis of follow-up status information, which includes follow-up inquiry contents, date and time, and response, stored in a follow-up status database 11, regarding a follow-up inquiry inquiring about the effect of the reply, a follow-up inquiry transmission unit configured to transmit the follow-up inquiry at the calculated follow-up time, and a follow-up response reception unit configured to receive a response to the follow-up inquiry and update the follow-up status database 11.SELECTED DRAWING: Figure 2

Description

  The present invention relates to a query handling system and query handling method, and more particularly to a query handling system and query handling method for a product being used.

  Various products are used for the facilities provided in the house. Such products require maintenance, or need repair due to failure or damage, or need to be cleaned of dirt. However, there are many types of products related to housing equipment, and each product is highly functional and complicated, so it may be difficult to find an appropriate response for each product.

  Patent Document 1 relates to a maintenance work support system in which a plurality of user terminals of a user factory where a machine / equipment is installed and a plurality of vendor terminals of a vendor of the machine / equipment can access a maintenance database center via a network. It is disclosed. In this maintenance work support system, the user terminal accesses the base center and inputs phenomenon information, and the server holds the action content corresponding to the phenomenon information based on the phenomenon information acquired from the user terminal. Identify the vendor maintenance database. Then, the server accesses the specified database, extracts the content suitable for the phenomenon there, and outputs it to the user terminal.

  Patent document 2 selects and outputs necessary information from among the information stored in the HDD for the HDD, which stores the member information, the drawing information, and the history information of each member constituting the house, and the user interface. And a housing maintenance management information providing system having a CPU. In the housing maintenance information providing system, the member information includes upper member information on the upper member stored for each room constituting the house, and lower members on the lower member constituting the upper member, stored in association with the upper member information. It includes member information and maintenance information which is stored in association with the lower member information and is necessary for maintenance of the lower member.

  Patent Document 3 discloses a maintenance service system including a facility information acquisition unit, a first information creation unit, a second information creation unit, and an output unit. Here, the equipment information acquisition unit acquires equipment information that is information on equipment provided in the customer's facility. The first information creation unit creates maintenance information which is information on maintenance of the facility based on the facility information. The second information creation unit creates service information related to the maintenance information. The output unit is for outputting maintenance information and service information.

Japanese Patent Application Publication No. 2003-271757 JP 2011-003143 A JP, 2017-123114, A

As mentioned above, it may be difficult for the resident to find the appropriate response for the individual products of the housing equipment, or it may take time to find a system that provides the respective information about the products of the housing equipment Is desired. On the other hand, in order for the provided information to be more appropriate, it is desirable that the information be based on a lot of information provided by people who actually use the same kind of product.
In the prior art, it may differ depending on the problem whether the problem that the user is having or not is solved by the response to the inquiry from the user. Therefore, it is difficult to determine whether the response provided to the user is appropriate even if the user's inquiry is followed at a uniform timing.
Thus, in response to the inquiry from the user, it is necessary to follow the subsequent situation at an appropriate timing according to the contents of the inquiry.

  The present invention has been made in consideration of the above-mentioned problems, and an object thereof is to provide an inquiry handling system and an inquiry handling method which can follow at an appropriate timing with respect to an inquiry from a user.

  According to the query support system of the present invention, the task receives a query from the user, extracts a response to the query, and transmits a query response to the extracted response, and queries the effect of the response About a follow inquiry, a follow time calculation unit that calculates a follow time to which the follow inquiry is to be sent, based on the contents related to the follow inquiry accumulated in the follow situation database, the date and time, and the follow situation information that is a response; The problem is solved by providing a follow inquiry transmission unit that transmits the follow inquiry at a follow time, and a follow response reception unit that receives a response to the follow inquiry and updates the follow situation database.

According to the above configuration, it is possible to determine the timing for following the user according to the content of the inquiry from the user. This makes it possible to follow the user's inquiry at an appropriate time.
Also, for example, when the user of the product receives a follow-up inquiry immediately after implementing a response based on the answer obtained by the inquiry, etc., the user has a new memory about the implemented result, and the follow-up inquiry is sent As the response rate improves, the response contents become accurate. That is, when the timing of the follow inquiry becomes more appropriate, the inquiry handling system can accumulate more accurate and useful information about the actually used product. Therefore, in order to calculate a more appropriate follow inquiry time based on the content and date and time of the response to the follow inquiry, the above-described inquiry response system acquires and accumulates more accurate product information and is more appropriate. Information can be provided.

Further, in the above-described inquiry handling system, the follow-up time calculation unit may calculate the time of the highest response rate as the follow-up time based on the follow situation information accumulated in the follow situation database.
According to the above configuration, the inquiry handling system can provide more appropriate information because more responses can be received to obtain information on the product.

In the above inquiry handling system, the follow time calculating unit may calculate the follow time by machine learning based on the follow situation information accumulated in the follow situation database.
According to the above configuration, since the more appropriate follow-up time can be determined and the information on the product can be efficiently acquired, the inquiry handling system can provide more appropriate information.

Further, in the above-described inquiry handling system, the inquiry answering database further includes an inquiry answer database storing the answer to the inquiry, the inquiry answering unit extracts an answer from the inquiry answer database, and the follow answer receiving unit is configured to The query response database may be updated accordingly.
According to the above configuration, since the response to the inquiry can be updated more appropriately based on the information of the user of the product, more appropriate information can be provided.

Further, in the above-described inquiry handling system, an information updating unit may be further provided which periodically refers to information of a product information database in which information about a product is stored, and updates the inquiry response database.
According to the above configuration, for example, the product information database is a server apparatus owned by a maker or seller of a product, and is a server apparatus in which new information owned by the maker or seller such as a new product is stored. Can. By periodically referring to the product information database and updating the query response database each time new information is found, the query response database can be kept to be new information such as a new product.

Further, in the above-described inquiry handling system, it is possible to further include a related information transmission unit that transmits information highly relevant to the inquiry based on the response to the follow inquiry.
According to the above configuration, for example, even if the response to the query is not appropriate, it may be possible to provide appropriate information by providing highly relevant information. Also, if the highly relevant information is more appropriate information, the query response database can be updated with the highly relevant information.

In the above-described inquiry handling system, the system further includes a housing facility database in which types of products provided in the house are stored, and the inquiry answering unit extracts a product related to the inquiry from the housing facility database. An answer relating to the product may be sent.
According to the above configuration, it is possible to correctly select a product installed at the user's home and provide information on the product.

In the above-described inquiry handling system, the inquiry answering unit may transmit a confirmation message as to whether the inquiry is for the type extracted from the housing facility database.
According to the above configuration, it is possible to confirm whether or not the information about the product installed in the user's home, and to more appropriately provide the appropriate information. In addition, when a plurality of types of products related to the inquiry are provided in the user's house, a message may be used to confirm which of the plurality types.

In the above-described inquiry handling system, the system further comprises a housing term database in which a standard term of a product disposed in a house and a synonym of the standard term are stored in association with each other, and the inquiry answering part The synonym may be converted to the standard term by referring to a database and including the query related to the query.
According to the above configuration, since the queries are standardized by the standard terms, the probability that answers can be extracted can be increased, and more appropriate answers can be extracted.

Further, in the above-described query support system, the query pattern database related to the content of the query further includes a query pattern database stored in association with the query, and the query response unit refers to the query pattern database. The query may be determined, and the response may be extracted from the query response database based on the determined query.
According to the above configuration, even questions in various styles can be associated with an appropriate query, so more appropriate information can be provided.

In the above-described inquiry handling system, the apparatus may further include a follow determination unit that determines whether the follow inquiry is to be performed for the inquiry.
According to the above configuration, the management of the follow-up query is not performed with respect to the answer that does not need to be performed the follow-up inquiry, so the storage capacity of the follow situation database and the processing load of the processing device can be saved.

Further, in the above inquiry handling method, the follow time calculation unit further includes a follow time database in which the follow time is calculated and stored for the inquiry, and the follow inquiry transmission unit refers to the follow time database. A follow-up inquiry may be sent.
According to the above configuration, the follow-up time calculating unit can acquire the updated information on the latest follow-up time without delay without performing the same calculation many times.

  According to the inquiry handling method of the present invention, the subject receives the inquiry from the user, extracts the answer to the inquiry, transmits the extracted answer, and inquires about the effect of the answer. Based on the content and date and time of the follow inquiry accumulated in the follow situation database, and the follow situation information which is a response to the follow inquiry, the follow inquiry to which the follow inquiry is transmitted is calculated, and the follow inquiry calculated at the follow time , And a response to the follow inquiry, and updating the follow situation database.

According to the above configuration, it is possible to determine the timing for following the user according to the content of the inquiry from the user. This makes it possible to follow the user's inquiry at an appropriate time.
Also, for example, when the user of the product receives a follow-up inquiry immediately after implementing a response based on the answer obtained by the inquiry, etc., the user has a new memory about the implemented result, and the follow-up inquiry is sent As the response rate improves, the response contents become accurate. That is, when the timing of the follow inquiry becomes more appropriate, the inquiry handling system can accumulate more accurate and useful information about the actually used product. Therefore, in order to calculate a more appropriate follow inquiry time based on the content and date and time of the response to the follow inquiry, the above-described inquiry response method acquires and accumulates more accurate product information and is more appropriate. Information can be provided.

  According to the inquiry handling system and the inquiry handling method of the present invention, it is possible to follow at the appropriate timing for the inquiry from the user.

BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 is a schematic view of an inquiry handling system and an apparatus connected to the inquiry handling system. It is a figure showing roughly the composition of a query corresponding system. It is a figure shown about the example of composition of a follow situation database. It is a figure shown about the structural example of a housing installation database. It is a figure shown about the example of composition of a question pattern database. It is a figure shown about the example of composition of a query reply database. It is a figure shown about the structural example of a house term database. It is a figure shown about the example of composition of a follow time database. It is a figure shown about the example of composition of a follow necessity judgment database. It is a figure shown about the functional block of an inquiry handling processor. It is a flowchart shown about an example of inquiry corresponding processing. It is a flowchart shown about the example of a follow inquiry process. It is a figure shown about the example of a display on the screen of the user terminal which received the follow inquiry. It is a flowchart shown about the example of a product narrowing-down process. It is a figure shown about the example of a display on the screen of the user terminal which received the confirmation sentence.

  Hereinafter, configurations and functions of the inquiry handling system and the inquiry handling method of the present invention will be described with reference to the drawings. The embodiments described below are for the purpose of facilitating the understanding of the present invention, and do not limit the present invention. That is, the present invention can be modified and improved without departing from the gist thereof, and the present invention naturally includes the equivalents thereof.

<Configuration of query support system and its peripheral system>
Hereinafter, the outline of the inquiry handling system 1 according to the present embodiment will be described. In the present embodiment, a system corresponding to an inquiry from a user about a product related to housing equipment is described, but the present invention is not limited to a product related to housing equipment and can be applied to a system corresponding to various inquiries.
In addition, although said user is made into the resident of a house, for example, it is not limited to this.

  As shown in the peripheral system configuration 8 of FIG. 1, the inquiry handling system 1 according to the present embodiment is connected to the communication network 80 and connected to the user terminal 82 and the product information database 81 via the communication network 80. ing. The communication network 80 can be, for example, a communication network such as the Internet or a mobile communication network. The user terminal 82 can be, for example, an information processing terminal such as a personal computer or a portable information terminal such as a smartphone or a mobile phone. The product information database 81 is a server apparatus in which information about products information and products, information about so-called Frequently Asked Questions (FAQs) and information described in the manual are stored, and servers managed by a manufacturer or a vendor of the product. It can be an apparatus. In the present embodiment, the inquiry handling system 1 is configured to be connected to the product information database 81, but may be configured not to be connected to the product information database 81.

  The inquiry handling system 1, the user terminal 82, and the product information database 81 are each composed of a semiconductor device, and are volatile storage units such as a central processing unit (CPU), random access memory (RAM), etc. The information processing apparatus can be configured as an information storage unit, a network interface unit connected to a communication network, and the like.

<Configuration of query support system>
As shown in FIG. 2, the inquiry handling system 1 includes an inquiry handling processor 2 and a follow situation database 11. Further, the inquiry handling system 1 further includes any or all of the housing equipment database 12, the question pattern database 13, the inquiry response database 14, the housing term database 15, the follow time database 16 and the follow necessity determination database 17. It is also good.

  The inquiry handling processor 2 and each database are each composed of a semiconductor device, and have a CPU, a volatile storage unit such as a RAM, a nonvolatile storage unit such as a flash memory or a hard disk, a network interface unit connected to a communication network, etc. The information processing apparatus may be configured. Further, the inquiry handling processor 2 and each database are respectively connected by communication, and the communication connection may be a local area network such as a LAN (Local Area Network) or a connection via the communication network 80 etc. May be Further, the inquiry handling processing device 2 and each database may be configured as independent information processing devices, or any one or more may be combined and configured as one information processing device.

  For example, as shown in FIG. 3, the follow situation database 11 includes follow situation information including the contents pertaining to the follow inquiry, the date and time, and the response from the user about the follow inquiry which inquires about the effect at a later date when answering the inquiry. Save and accumulate. As shown in FIG. 3, the follow situation database 11 may further store the inquiry date and time, the inquiry content and the answer content.

For example, as shown in FIG. 4, the housing equipment database 12 stores the types of products provided in the housing. For example, the home of the inquiring user is identified, the products provided in the identified home are listed, and the types of those products are stored. By referring to the home equipment database 12, it is possible to confirm the type of equipment provided in a specific home. In addition, in the housing facility database 12, a link to drawing data relating to the model may be stored.
For example, as shown in FIG. 5, in the question pattern database 13, patterns of question sentences related to the content of the query are stored in association with the query. Thus, even when the same query content is received as a pattern of a plurality of question sentences, it can be associated with the same query.
Specifically, as shown in FIG. 5, the question pattern database 13 includes a question ID, a question sentence ID for identifying a plurality of question sentences related to the contents of the question, and a question sentence Contents are stored in association with each other.

For example, as shown in FIG. 6, the query response database 14 stores the responses to the respective queries.
Specifically, as shown in FIG. 6, the query response database 14 stores a query ID, the content of the query, the content of the response, and a true / false value indicating whether or not follow is necessary. Here, if true (T) is stored as a true / false value indicating the necessity of the above-mentioned follow-up to the inquiry, it indicates that the follow-up is necessary for the inquiry, false (F If is stored, it indicates that follow-up is not necessary for the query.
The inquiry response database 14 can be configured, for example, by contents extracted from the product information database 81. In addition, the inquiry response database 14 may be appropriately corrected by accumulating the responses of the follow inquiry. In this case, the correction may be made using machine learning.

  For example, as shown in FIG. 7, the housing term database 15 stores standard terms of products disposed in the house and synonyms of the standard terms in association with each other. Thereby, even when a query sentence with various synonyms is received from the user, it can be replaced with the standard term and processed.

  The follow time database 16 stores the follow time for each query, as shown in FIG. 8, for example. The follow time database 16 may also store the content of the follow inquiry. The follow time can be calculated by the follow time calculation unit 22 for each inquiry.

For example, as shown in FIG. 9, the follow necessity determination database 17 identifies and stores inquiries that do not need to be followed. Since the follow necessity determination database 17 is a database referred to in order to confirm the necessity of the follow inquiry, it may identify and save an inquiry which needs to be followed.
Specifically, in the inquiry response database 14 shown in FIG. 6, the follow necessity determination database 17 stores an inquiry ID whose follow necessity is false (F) and information of the content of the inquiry.

<Configuration of Query Handling Processor>
As illustrated in FIG. 10, the inquiry handling processing device 2 includes an inquiry answering unit 21, a follow time calculating unit 22, and a follow inquiry sending unit 23. The inquiry handling processing device 2 may further include any one or all of the follow response receiving unit 24, the response updating unit 25, the related information transmitting unit 26, and the follow determining unit 27.

  The inquiry answering unit 21 receives an inquiry from the user terminal 82 via the communication network 80, extracts an answer to the inquiry, and transmits the extracted answer to the user terminal 82. The inquiry answer unit 21 may extract an answer from the inquiry answer database 14. Further, the inquiry answering unit 21 can extract a product related to the inquiry from the housing equipment database 12 and transmit an answer related to the product. This makes it possible to provide information about the product without confirming the type of product installed at the user's home.

  In addition, the inquiry answering unit 21 may transmit a confirmation message as to whether the inquiry is for the type extracted from the housing facility database 12. This makes it possible to confirm whether the information is about the product installed at the user's home and to provide more appropriate information. Further, when a plurality of types of products relating to the inquiry are provided in the user's home, it may be a message asking for confirmation as to which of the plurality types.

  Further, the inquiry answering unit 21 may have a function of referring to the housing term database 15 and converting synonyms included in a question related to the inquiry into standard terms. As a result, since the query is standardized by standard terms, the probability of being able to extract an answer can be increased, and a more appropriate answer can be extracted. The inquiry answer unit 21 may determine the inquiry with reference to the question pattern database 13 and extract an answer from the inquiry answer database 14 based on the determined inquiry. By referring to the question pattern database 13, even questions of various styles are associated with appropriate queries, and the query handling system 1 can provide more appropriate information.

  The follow time calculating unit 22 calculates the follow time for transmitting the follow inquiry based on the follow situation information and the like accumulated in the follow situation database 11 for the follow inquiry inquiring about the effect of the answer. The follow time calculating unit 22 may store the calculated follow time in the follow time database 16.

  For example, if the user of the product receives a follow-up inquiry immediately after implementing a response based on the answer obtained from the inquiry, the user has a new memory about the result of the execution, and the user is therefore prompted to follow-up. As the response rate improves, the response contents become accurate. That is, by having the follow time calculating unit 22, the time of the follow inquiry becomes more appropriate, and the inquiry handling system 1 can accumulate more accurate and useful information about the product actually used. Here, the follow-up time calculation unit 22 is not limited to one that calculates immediately after implementing the response based on the answer obtained by the inquiry, and calculates the time according to the response rate to the follow-up inquiry, other marketing strategies, etc. It can be

  Further, the follow-up time calculating unit 22 may calculate the time of the highest response rate as the follow-up time based on the follow situation information accumulated in the follow situation database 11. As a result, it is possible to obtain more information on the product as a response, so that the inquiry handling system 1 can provide more appropriate information. Further, the follow time calculating unit 22 may calculate the follow time by machine learning based on the follow situation information accumulated in the follow situation database 11. In this case, the information on the product can be acquired more efficiently, so the inquiry handling system 1 can provide more appropriate information.

  The follow inquiry transmission unit 23 transmits the follow inquiry at the calculated follow time. Here, the follow inquiry transmission unit 23 may transmit the follow inquiry with reference to the follow time database 16. By referring to the follow time database 16, the follow time calculation unit 22 does not perform the same calculation many times, and the follow inquiry transmission unit 23 acquires information on the updated latest follow time without delay. be able to.

  The follow response receiving unit 24 receives a response to the follow inquiry, and updates the follow situation database 11 based on the follow situation information including the response. Further, the follow response receiving unit 24 may further update the inquiry response database 14 in response to the response to the follow inquiry. The follow response receiving unit 24 makes the answer to the inquiry more appropriate by performing an update such as changing the answer of the inquiry response database 14 when, for example, the answer to the inquiry is often not appropriate. be able to. Further, in this case, the inquiry response database 14 may be updated by opportunity learning based on the data accumulated in the follow situation database 11. Thereby, the query support system 1 can provide a more appropriate answer to the query.

  The response updating unit 25 periodically refers to the information in the product information database 81 in which the information on the product is stored, and updates the inquiry response database 14. The product information database 81 is, for example, a server device owned by a maker or seller of a product, and stores new information owned by the maker or seller such as a new product. Therefore, by periodically referring to the product information database 81 and updating the query response database 14 when there is new information, the query response database 14 can be kept at new information such as a new product, etc. Can provide more appropriate information.

  The related information transmission unit 26 transmits information highly relevant to the inquiry based on the response to the follow inquiry. Thus, for example, even if the response to the inquiry may not be appropriate, it may be possible to provide appropriate information by subsequently providing highly relevant information. In addition, when the highly relevant information is more appropriate information, the highly suitable information can update the query response database 14 to provide more appropriate information.

The follow determining unit 27 determines whether to make a follow inquiry for each inquiry. By providing the follow determination unit 27, the management of the follow inquiry can be not performed for the answers that do not need to be followed, and the storage capacity of the follow situation database 11 and the processing load of the processing device can be saved. .
The follow determining unit 27 refers to the inquiry response database 14 based on the inquiry ID corresponding to the inquiry, and determines whether the follow inquiry is necessary according to whether the follow necessity of the inquiry ID is true or false. It is good to do.
Further, the follow determining unit 27 may determine whether to make a follow inquiry by referring to the follow necessity determination database 17. In this case, when the inquiry ID corresponding to the inquiry is included in the follow necessity determination database 17, the follow determination unit 27 determines that the inquiry is unnecessary, and otherwise determines that the inquiry is necessary. It is good.

  With the configuration as described above, the quality and quantity of the product user's response to the follow inquiry can be improved, for example, because the timing of the follow inquiry becomes more appropriate, whereby the quality of the answer to the inquiry can be improved. Can also be improved. That is, the above-described inquiry handling system 1 and the inquiry handling method can make the timing of the follow inquiry more appropriate, and provide more accurate and useful information about the actually used product.

<Inquiry handling>
The inquiry handling process S100 of the inquiry handling processor 2 will be described with reference to FIG. The inquiry handling process S100 according to the present embodiment uses an interactive text message exchange application to respond to an inquiry, but using communication means via the other communication network 80 such as an inquiry response by voice. Can.

In the inquiry handling process S100, first, it is determined whether the user has been authenticated in step S102. When the user is not authenticated (step S102: No), the process proceeds to step S103. On the other hand, when the user is authenticated (step S102: Yes), the process proceeds to the follow inquiry process S200.
The inquiry handling process S100 may be started in response to the access from the user, or may be started at an arbitrary timing regardless of the access from the user.

  In the follow inquiry process S200, as shown in FIG. 12, first, in step S201, the follow inquiry transmission unit 23 determines whether there is a follow inquiry to be transmitted. The determination may be made, for example, with reference to the follow time database 16 to determine that there is a follow inquiry to be sent, if there is one that has passed the follow time. If there is no follow inquiry to be sent (S201: No), the follow inquiry process S200 ends. If there is a follow inquiry to be sent (S201: Yes), in step S202, the follow inquiry to be sent is sent.

  When the follow inquiry is transmitted, for example, a screen as shown in FIG. 13 is displayed on the user terminal 82. In FIG. 13, in response to the follow inquiry, the user selects an answer such as “Now working” or “I want another information” in addition to “Solved” or “Not resolved”. I will do it. The options shown in FIG. 13 are examples, and these options may not be displayed, or other options may be displayed. It is also possible to respond with a sentence or the like.

  After transmitting the follow inquiry, in step S203, the follow response reception unit 24 determines whether a response to the transmitted follow inquiry has been received. When the response has not been received (step S203: No), the process of step S203 is repeated. If a response has been received (step S203: Yes), in step S204, the follow situation database 11 is updated based on the content, the date and time, and the response related to the follow inquiry. Subsequently, in step S205, the follow response reception unit 24 determines whether the inquiry response database 14 needs to be updated. If the answer to the inquiry is often not appropriate, it is possible to make a determination to update the answer of the inquiry response database 14 such as changing the answer. If it is determined that updating of the inquiry response database 14 is not necessary (step S205: No), the process proceeds to step S207. If it is determined that the inquiry response database 14 needs updating (step S205: Yes), the inquiry response database 14 is updated in step S206, and the process proceeds to step S207.

  In step S207, the related information transmission unit 26 determines whether it is necessary to transmit related information. The related information may be able to transmit more appropriate information, for example, by transmitting when there is another candidate for an answer, for example, when the previous answer is not sufficient in the response to the follow inquiry. If it is determined that the transmission of the related information is not necessary (step S207: No), the follow inquiry process S200 is ended. When it is determined that the transmission of the related information is necessary (step S207: Yes), the corresponding related information is transmitted in step S208, and the follow inquiry process S200 is ended.

  Returning to FIG. 11, when the follow inquiry process S200 ends and when the user is not authenticated (step S102: No), in step S103, it is determined whether a question sentence has been received. When the question sentence is not received (step S103: No), the process of step S103 is repeated. When the question sentence is received (step S103: Yes), in step S104, the inquiry answering unit 21 refers to the housing term database 15 and converts the synonym included in the question sentence related to the inquiry into a standard term Do. Subsequently, in step S105, the inquiry answer unit 21 converts the question sentence into an inquiry with reference to the question pattern database 13.

  Next, in step S106, it is determined whether an answer has been extracted from the inquiry answer database 14 based on the inquiry. If an answer can be extracted (step S106: Yes), the process proceeds to step S111. When an answer can not be extracted (step S106: No), it transfers to product narrowing-down process S300. Here, even when the query pattern can not be converted into a query from the question pattern database 13 in step S105, the response may not be extracted (No in step S106).

  As shown in FIG. 14, the product narrowing-down process S300 first determines whether the home equipment database 12 is available. For example, when the user is authenticated, and the housing of the user is registered in the housing equipment database 12, the housing equipment database 12 can be determined as available. If it can be used (step S301: Yes), the process proceeds to step S304. If it is not available (Step S301: No), in Step S302, a question on the maker name and model of the product relating to the inquiry is transmitted. Subsequently, in step S303, it is determined whether a response for the maker name / type has been received. When the response has not been received (step S303: No), the process of step S303 is repeated. If a response has been received (step S304), the process proceeds to step S304.

  In step S304, the product is extracted from the housing equipment database 12 or the received maker name and model, and in step S305, a confirmation message of the product model is transmitted. When the confirmation sentence is transmitted, for example, a screen as shown in FIG. 15 is displayed on the user terminal 82. If there are a plurality of extracted product types, it may be selected on this screen which type. Subsequently, in step S306, it is determined whether the product type has been confirmed. When it can confirm (step S306: Yes), product narrowing-down process S300 is complete | finished. If it can not be confirmed (step S306: No), the process returns to step S302 to repeat the process.

  Referring back to FIG. 12, when the product narrowing-down process S300 ends, in step S108, the answers to the inquiry are extracted regarding the narrowed-down product type, and it is determined whether or not the extraction could be performed. If an answer can be extracted, the process proceeds to step S111. If it can not be extracted, in step S109, a message prompting reinsertion of a question sentence is transmitted, and the process returns to step S103 and is repeated.

  In step S111, the extracted answer is transmitted and displayed on the screen of the user terminal 82. Subsequently, in step S112, the follow determination unit 27 determines whether or not the follow inquiry is necessary. When determining the necessity of the follow inquiry, the follow determining unit 27 may determine with reference to the follow necessity determination database 17. When it is determined that the follow inquiry is not necessary (S112: No), the inquiry handling process S100 is ended. When it is determined that the follow inquiry is necessary (S112: Yes), in step S113, the follow time calculating unit 22 calculates the time to transmit the follow inquiry, stores the follow inquiry in the follow time database 16, and performs the inquiry handling process. End S100.

<Other Embodiments>
In the above embodiment, the inquiry handling system and the inquiry handling method of the present invention have been described by taking an example. However, the above embodiments are for the purpose of facilitating the understanding of the present invention, and are not intended to limit the present invention.

For example, in the above embodiment, when authenticating the user, it is decided to determine whether there is a follow inquiry to be transmitted, but the inquiry handling system is a terminal of the user when the follow time has passed. It is also possible to notify other registered contacts. In this case, it can ask about the presence or absence of other inquiries. Moreover, in this embodiment, although the installation with which the house was equipped was demonstrated to the example, it is applicable about the inquiry with respect to an apparatus other than that.
In the above embodiment, the follow necessity determination database 17 is provided, but the follow necessity determination database 17 may not be provided.

1 inquiry support system 11 follow situation database 12 housing equipment database 13 question pattern database 14 inquiry reply database 15 house term database 16 follow time database 17 follow necessity determination database 2 inquiry correspondence processing device 21 inquiry reply section 22 follow time calculation section 23 follow Inquiry transmission unit 24 Follow response reception unit 25 Answer update unit 26 Related information transmission unit 27 Follow judgment unit 8 Peripheral system configuration 80 Communication network 81 Product information database 82 User terminal

Claims (13)

A query response unit that receives a query from a user, extracts a response to the query, and transmits the extracted response;
A follow-up time calculation unit that calculates a follow-up time for transmitting the follow-up inquiry based on the contents, the date and time, and the follow-up condition information that is a response regarding the follow inquiry inquiring about the effect of the answer. When,
A follow inquiry sending unit that sends the follow inquiry at the calculated follow time;
And a follow response reception unit that receives a response to the follow inquiry and updates the follow situation database.   The inquiry handling system according to claim 1, wherein the follow-up time calculation unit calculates a time of the highest response rate as the follow-up time based on the follow-up condition information accumulated in the follow-up situation database.   The inquiry handling system according to claim 1, wherein the follow time calculating unit calculates the follow time by machine learning based on the follow situation information accumulated in the follow situation database. The system further comprises a query response database in which responses to the query are stored,
The inquiry answering unit extracts an answer from the inquiry answer database.
The inquiry response system according to any one of claims 1 to 3, wherein the follow response receiving unit updates the inquiry response database according to the response.   5. The inquiry handling system according to claim 4, further comprising an answer updating unit which periodically refers to information of a product information database in which information about a product is stored, and updates the inquiry answer database.   The inquiry handling system according to any one of claims 1 to 5, further comprising: a related information transmission unit that transmits information highly relevant to the inquiry based on the response to the follow inquiry. . In addition, it has a housing equipment database in which the types of products installed in the housing are stored.
The inquiry response unit according to any one of claims 1 to 6, wherein the inquiry response unit extracts a product related to the inquiry from the housing equipment database and transmits an answer related to the product. system.   8. The inquiry handling system according to claim 7, wherein the inquiry reply unit transmits a confirmation message as to whether the inquiry is about the type extracted from the housing facility database. It further comprises a housing term database in which a standard term of a product disposed in a house and a synonym of the standard term are associated with each other and stored,
9. The inquiry answering unit refers to the housing term database, and converts the synonyms included in the question relating to the inquiry into the standard term according to any one of claims 1 to 8. Query support system. The query pattern pattern related to the content of the query further comprises a query pattern database stored in association with the query,
The query response unit determines the query with reference to the query pattern database, and extracts the response from the query response database based on the determined query. Inquiry response system described.   The inquiry handling system according to any one of claims 1 to 10, further comprising a follow determination unit that determines whether the follow inquiry is to be performed for the inquiry. The follow time calculating unit further includes a follow time database for calculating and storing the follow time for the inquiry,
The inquiry handling system according to any one of claims 1 to 11, wherein the follow inquiry transmission unit transmits the follow inquiry with reference to the follow time database. Receiving a query from a user, extracting a response to the query, and transmitting the extracted response;
With regard to the follow inquiry inquiring about the effect of the response, the follow time to which the follow inquiry is to be sent is calculated based on the content and date of the follow inquiry accumulated in the follow situation database and follow situation information which is a response to the follow inquiry
Send the follow inquiry at the calculated follow time,
Receiving a response to the follow inquiry, and updating the follow situation database.

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