JP4765204B2 - Counseling system, server used in counseling system, maintenance method of the server, counseling method, and recording medium recording counseling program - Google Patents

Description

[0001]
[Industrial application fields]
The present invention relates to a counseling system used for counseling about psychological problems such as anxiety and anxiety that an individual has, a server used in the counseling system, a maintenance method for the server, a counseling method, and a recording medium on which a counseling program is recorded.
[0002]
[Prior art]
Traditional counseling relied on the personal experience and abilities of experts. And the trouble that the counselor has is asked by face-to-face or telephone.
[0003]
[Problems to be solved by the invention]
However, the conventional counseling method alone has a problem that it is difficult for a counselor who has various problems and the like to respond accurately including quality.
In addition, the demand for counseling is increasing as society becomes more complex. Currently, counselors are concentrated in hospitals, clinics, and schools. Therefore, there is a shortage of counselor personnel who are particularly healthy people and who meet the needs in the industrial field. In addition, the problems of all people who need counseling are diverse and complex.
Furthermore, since conventional counseling relied on the personal abilities of experts, it was difficult to evaluate the effectiveness of counseling, and it was difficult to keep the counseling quality constant.
Furthermore, improving the quality of counselors who can deal with such a wide variety of troubles has always been a problem worldwide.
Academically, short-term problem-solving counseling has been established as well as conventional analytical and listening-oriented counseling methods, but the classical approach is still the mainstream in actual counseling.
[0004]
The present invention has been made in view of the above circumstances, and can appropriately deal with a counselor without causing an increase in the burden on the counselor. It is an object to provide a counseling system and a server used in the counseling system, a counseling method, and a program for the counseling system.
[0005]
  To achieve the above object, claim 1 of the present invention provides a counselor who receives counseling.
The obtained terminal and a counseling server that performs the counseling process automatically
A counseling system for counseling that is connected to each other via a network
The counseling server isAutomatic counseling when pre-stored prohibited phrases are entered
Close the ring and connect to a professional counselor's deviceAutomatic counseling means and trouble
Counseling information including at least classification information, process information, and technique information
A model DB and a customer DB for storing customer information are provided, and the counseling server provides consultation
If the ID and password are entered from the user's terminal, the customer is asked whether the ID and password are correct.
Judgment based on customer information stored in DB, the ID and password are correct
If there is, the trouble classification information is transmitted to the counselor's terminal to prompt the user to select the corresponding trouble, and the automatic counting is performed.
The canceling means reads the response determined based on the selected trouble from the model DB.
In response to the response to the response from the consultant's terminal.
A countdown characterized by performing a series of responses stored in the model DB by repeating responses
It is a selling system.
[0018]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, a counseling system according to an embodiment of the present invention will be described with reference to the drawings. FIG. 1 is a system block diagram showing the configuration of a counseling system according to an embodiment of the present invention.
In this figure, the counseling system includes a terminal 11 used by a counselor to receive counseling support, a terminal 12 used by a counselor who receives counseling, and a counseling server 10 that provides a counseling service via a network 13. .
[0019]
There may be a plurality of terminals 11 used by the counselor and terminals 12 used by the counselor, and they are used to input various instructions and information for receiving a counseling service to the counseling server 10.
These terminals 11 and 12 include a central processing unit, a main storage device, an input device, a display device, and a communication control device.
Examples of these terminals 11 and 12 include a personal computer, a workstation, a mobile terminal, and a mobile phone.
[0020]
FIG. 2 is a schematic block diagram showing the functional configuration of the counseling server 10 that provides the counseling service of the present invention.
The counseling server 10 includes a central processing unit 21, a main storage device 22, an input device 23, a display device 24, a communication control device 25, and a counseling processing device 20.
[0021]
The central processing unit 21 is a CPU (Central Processing Unit) and is the most important part that performs processing at the center of the counseling server 10. For example, it is a device that receives a data by controlling a peripheral device, calculates and processes the data, and stores a data in a memory and outputs a result to the peripheral device.
The main storage device 22 is a device that stores (stores) programs and data.
That is, it refers to a storage area that is directly read / written when a processing device such as the central processing unit 21 executes a program or processes data inside the counseling server 10.
[0022]
The input device 23 is a general term for devices that input commands and data to the counseling server 10. For example, as the input device 23, a keyboard and a mouse are generally used, but a pointing device such as a track ball, an image scanner, an optical character reader (OCR), a bar code reader, a handwriting input device, a voice There is also a recognition device.
The output device is a device that externally outputs a result processed by the counseling server 10. The processed result is output as characters or numbers that can be recognized by humans.
As an output device, a display or a printer is generally used, but there are many other types such as a plotter and an audio output device. In this document, the display device 24 (display) is an example of an output device unless otherwise specified.
The communication control device 25 is a control device used when various information is provided from the counseling server 10 to the counselor's terminal 11 and the counselor's terminal 12 by communication. Note that the control device performs communication control not only on the terminal but also on the peripheral device.
[0023]
The counseling processing device 20 includes a counseling model database 200 (hereinafter referred to as model DB), a customer database 201 (hereinafter referred to as customer DB), a counselor database 202 (hereinafter referred to as counselor DB), a matching means 203, a counselor support means 204, and maintenance. Means 205 and automatic counseling means 206.
The counseling processing device 20 is a processing device that is the center of the present invention, and is used to process and provide various information to a counselor's terminal to support the counselor or to counsel the counselor's terminal. It is a processing device that processes and provides various information.
In addition, it is also a processing device that introduces a counselor who is or is desired by the counselor and performs maintenance on the model DB 200.
[0024]
The model DB 200 stores counseling information for performing counseling.
This counseling information includes trouble classification information to capture the troubles of the consultant, process information indicating the process to be performed in the course of counseling, technique information corresponding to each process, and examples corresponding to each technique. Information such as the illustrated example information and tool information used for problem solving is stored.
The combination of these counseling information differs depending on the counseling method and purpose.
[0025]
Here, trouble classification information is information used to grasp the outline of what the consultant is worried about. For example, as shown in FIG. 5B, it is used so that “personality, career, dissatisfaction with the company, work contents, human relations in the workplace, etc.” can be selected as the large classification. This trouble classification information is used when narrowing down the troubles of the consultant in advance and determining what kind of response has been taken to a person who has a similar trouble in the past and what technique should be used.
[0026]
The process information clearly indicates the basic steps that the counselor performs to the consultant in order to perform counseling. For example, as shown in FIG. 5C, the process information includes “1. Clarify the problem”, “2. Examine the cause”, “3. Clarify the goal”, “4. ”,“ 5. Make an action plan ”, and“ 6. Follow-up ”.
[0027]
Next, the technique information is information about various techniques corresponding to each process. As shown in FIG. 5D, the techniques are classified into two types, for example, “G-1 problem situation arrangement” and “G-2 framework presentation” which are major classifications (for example, process technique). ”And the like, and“ g-1 observation ”,“ g-2 listening ”, etc., which are middle classifications (for example, common techniques). In addition, combinations of the large and medium classifications are basically determined for each process information, and the counselor responds according to the guidelines.
For example, “presentation of G-2 framework” is “g-3 reflection”, “g-4 clarification”, “g-5 question”, and the like.
[0028]
The example information is information about an example corresponding to each technique. As shown in Fig. 5 (e), as an example, in the case of reflection, "Consultant; When I want to give my opinion to my boss, I am irritated and I cannot communicate well." In the case of a clarification example, “Counselor; self-assert to the boss at the meeting or at lunch.” If you are an example of a question, please explain “(3) -1” (3) -2. For example, what are you saying? "
In addition, this example information may include a detailed description of the technique and information on the characteristics and points to be noted for each attribute and problem (worries) of the consultant.
Furthermore, the tool information is information such as materials for the counselor to provide to the consultant. For example, although not shown, an “action plan table” given as homework to the consultant, “causal attribution type explanatory material” for clearly indicating the cause in writing, and the like can be mentioned.
It is assumed that each piece of information is linked (linked) to each other. In addition, each piece of information is “weighted” depending on the frequency of use. Further, this weight may be updated at any time by maintenance described later.
[0029]
The customer DB 201 records information about various customers (hereinafter referred to as customer information).
This customer information includes, for example, basic customer attribute information, basic counseling information obtained before counseling, diagnostic information, and progress counseling information obtained in the counseling process.
Basic customer attribute information includes customer name, customer ID (consultant ID), password, company or organization name, business type, age, gender, job title, contact information (phone, e-mail), etc. is there.
The basic counseling information includes the customer's final educational background, work history, family structure, marriage history (including divorce), illness treatment experience, height, weight, sleep, alcohol consumption, regular medicine, etc.
The diagnostic information is information on various diagnostic results such as customer stress test data and mental illness assessment test data.
The progress counseling information includes customer visit date / time, location, counselor in charge, visit route (who is introduced), consultation details, problem history, problem (description), and the like.
[0030]
Counselor information is recorded in the counselor DB 202. This counselor information is information related to the individual counselor.
This counselor information includes, for example, name, counselor ID, password, age, gender, holding qualification, address, contact information, specialized area of counseling, area in charge, final education, work history, work schedule / work record (date, time, location) ) Etc.
[0031]
The counselor support means 204 has a function of supporting the counselor so that the counselor can perform accurate counseling.
For example, the counselor can output a process for clarifying the trouble of the consultant, an accurate technique for the trouble, a corresponding example, and the like to the terminal 11 used by the counselor, so that the counselor can perform accurate counseling. Can help.
[0032]
The automatic counseling unit 206 automatically performs counseling for the consultant.
For example, a consultant connects to the counseling server 10 via the network 13 using a WEB browser provided in the terminal 12.
The automatic counseling means 206 has a function of automatically clarifying the trouble of the consultant in response to the input from the input device of the terminal 12 by the consultant.
In addition, a function may be provided that records a prohibited phrase in advance and switches to an expert such as a counselor when a prohibited phrase is input by a counselor, and can cope with emergency avoidance.
[0033]
The matching means 203 is used to find a counselor who was in a certain consultant. The matching method will be described in detail later. For example, (1) a counselor that meets the conditions desired by the consultant is introduced.
(2) Know the personality of the counselor and the personality of the counselor in advance, and introduce a counselor that is theoretically appropriate to the counselor.
(3) A counselor who wants to open a counselor's troubles to the counselor in advance and apply for counseling. One type of bidding is that the counselor selects the desired counselor from among the applied counselors.
[0034]
The maintenance unit 205 has a function of adding a result of daily counseling or a new counseling technique.
For example, the maintenance unit 205 evaluates counseling contents by various methods based on customer information stored in the customer DB 201.
The maintenance unit 205 performs maintenance on the model DB 200 based on the obtained evaluation.
[0035]
As described above, it is assumed that input of various information and specification setting have been completed.
Next, counseling performed using various functions of the present invention will be described in detail with reference to the drawings.
First, the consultant makes a reservation application to receive counseling. In this embodiment, it is assumed that counseling is performed face-to-face with the counselor and the consultant. However, the counselor and the counselor may be able to perform counseling by text or voice via a network. In any case, it is necessary to determine the date and time when the counselor wants to receive counseling, and to introduce an appropriate counselor based on the counselor's wishes.
Therefore, a mechanism for matching and introducing consultants and counselors is required.
[0036]
(matching)
First, the flow from matching a counselor to a counselor and introducing a counselor suitable for the counselor will be described with reference to FIGS. FIG. 3 is a screen image showing the result of the condition in which the counselor inputs a condition for selecting a counselor or is derived from the condition.
[0037]
The uppermost screen in FIG. 3 is a selection screen used for deriving a counselor suitable for the consultant. On this screen, in order to select and extract a counselor, the conditions can be narrowed down by the items of “date and time”, “location”, and “specialized area”.
First, the transition of the screen image when the “date and time” route A is selected will be described.
When the counselor uses the terminal 12 to select the item “date and time”, the matching unit 203 of the counseling server 10 presents a screen for the counselor to input the desired date and time on the counselor's terminal 12. The consultant inputs the desired date and time and transmits it to the counseling server 10.
Next, the matching unit 203 presents a screen for inputting the trouble of the consultant and the gender of the desired counselor on the terminal 12 of the consultant. The counselor selects and inputs the item of trouble he / she has and the item of gender of the desired counselor. This input condition is transmitted to the counseling server 10.
The counseling server 10 reads out the corresponding counselor from the counselor DB 202 and presents it to the consultant's terminal 12. When the counselor finds the desired counselor, he / she attaches a reservation.
In addition, the matching means 203 of the counseling server functions in the same way for the “location” route B and the “specialized area” route C, and the screen image as shown in FIG.
[0038]
The matching means 203 reads out the corresponding counselor from the counselor DB 202 based on the information selected and inputted from the counselor's terminal 12, and introduces the counselor that matches the counselor.
The matching means 203 presents selection items effective for selecting a counselor in advance to the consultant's terminal 12. (Step 41)
[0039]
Next, the matching unit 203 presents the item “specialized area (or consultation content)” from the consultant, and determines whether or not it has been selected. (Step 42) If the item "specialized area (or consultation content)" is not selected, the specialized area is presented. On the other hand, if the item “specialized area (or content of consultation)” is selected by the consultant, the process proceeds to the next step.
[0040]
The matching means 203 reads out the counselor corresponding to various items selected by the consultant from the counselor DB 202. (Step 43)
The matching unit 203 presents one or a plurality of counselors read out to the consultant's terminal 12 and presents a reservation. (Step 44)
[0041]
When the counseling reservation is received from the consultant, the matching unit 203 instructs the counselor DB 202 and the customer DB 201 to record information obtained by this process, such as the reservation date and time and the content of the consultation. (Step 45)
[0042]
In FIG. 4, a counselor is derived for only four items of “specialized area”, “sex”, “region”, and “date and time”. However, the present invention is not limited to this, and a combination of items stored in the counselor DB 202 may be used in order to match a consultant and a counselor.
In addition, in the processes of FIGS. 3 and 4, the item “specialized area (or consultation content)” is always selected. This is because the specialized area becomes an important factor in selecting a counselor. . Therefore, when other items are essential or unnecessary, it is necessary to increase or decrease the number of such determination steps.
[0043]
In addition to the method of introducing a counselor desired by the consultant under various conditions as described above, various matching methods can be considered.
For example, when a counselor is registered as a member, the counseling server 10 asks questions to know the personality of various counselors, and takes the form of introducing a counselor that suits the individuality of the counselor. good. Examples of this individuality analysis method include SPI (Synthetic Personality Inventory) theory and FFS (FIVE Factors & Stress) theory.
[0044]
Furthermore, a matching method such as a kind of bidding method is also conceivable.
First, the consultant provides his / her troubles via e-mail or other means via the network. The trouble from the counselor is input to the matching means 203 of the counseling server 10, and one or more counselors specializing in the trouble of the counselor are selected from the counselor DB 202.
Next, the matching means 203 transfers the trouble of the consultant to the selected counselor.
The counselor who has been transferred to the counselor sends a reply to the counselor. The counselor then consults the counselor on the basis of the counselor's criteria, such as “I like the most”, “Looks easy to consult”, “Looks good”, etc. You can select the method you want to use.
[0045]
(counseling)
Next, a mechanism for assisting the counselor in counseling between the counselor and the counselor will be described. Here, a case where a consultant is new will be described.
In order to support the counselor, counselor support means 204, which is one of the functions of the counseling processing device 20, is used.
[0046]
The process of supporting the counselor will be described with reference to FIGS.
Here, FIG. 5 is a screen image transmitted from the counseling server 10 to the terminal 11 used by the counselor and output.
FIG. 6 is a diagram showing a processing flow of the counseling server 10.
[0047]
(1) First, the counselor connects to the counseling server 10 using the terminal 11. The counseling processing device 20 of the counseling server 10 prompts the counselor to input an ID and password uniquely determined by the counselor and an ID and password uniquely determined by the counselor. The screen prompting this input is the screen image shown in FIG.
[0048]
(2) Next, the counselor and the counselor input their IDs and passwords using the counselor terminal 11.
(3) The counseling server 10 authenticates whether each input ID and password are correct. If it is correct, the counselor support means 204 provided in the counseling processing device 20 operates. (Step 61, Step 62)
Moreover, the counselor support means 204 reads the customer information of the corresponding customer from the customer DB 201 based on the consulter ID.
The counselor support means 204 determines, from the counseling information that has been read, the level of counseling that has been performed by the counselor last time. (Step 63)
If the counselor is a new counseling, the process proceeds to step A in (4).
On the other hand, when the counselor is continuously counseling, the process proceeds to procedure B of (5).
[0049]
(4) The counselor first asks about the counselor's concerns.
The counselor roughly classifies the counselor's troubles, and inputs “consultant trouble class” at the terminal 11 using the screen image as shown in FIG.
For example, as shown in FIG. 5B, the trouble of the consultant is grasped in detail by subdivision such as major classification, middle classification, and minor classification.
The counselor transmits the “consultant's trouble classification” input using the terminal 11 to the counselor server 10. (Step 64) Next, the procedure proceeds to (6).
[0050]
(5) The counselor server 10 transmits the counseling status performed so far to the counselor terminal 11 from the inputted “consultant trouble classification” or “consultant ID”. (Step 65) Next, the procedure proceeds to (6).
(6) Next, the counselor support means 204 presents what the counselor does to proceed with counseling. For example, when the consultant is new, a screen image as shown in FIG. 5C is displayed, and the process to be handled is shown in a state where the underline and color are different.
[0051]
(7) For example, when the process of “1 clarify problem” is clicked with the mouse included in the terminal 11, a screen as shown in FIG. 5D is displayed.
This screen shows the process techniques (categorization of the problem situation, presentation of the framework) and the common techniques (reflection, clarification, This is a case where (question) is predetermined. For other processes, the process technique and the common technique are predetermined.
In this case, the counselor support unit 204 reads out the technique information on the predetermined process technique and common technique from the model DB 200. The counselor support means 204 transmits the read technique information to the counselor terminal 11 via the network 13.
Note that example information and tool information corresponding to the technique information may be read from the model DB 200 and transmitted to the terminal 11.
[0052]
In the above description, the case where a technique corresponding to each process is determined in advance has been described. However, various techniques corresponding to “clarify a problem” or the like may be selected.
That is, various techniques can be selected, and the counselor uses the terminal 11 to select, for example, “G-2 framework presentation” for the major classification and “g-5 question” for the middle classification. The selected technique selection is transmitted to the counselor server 10.
[0053]
Then, the counseling server 10 inputs the transmitted technique selection to the counselor support means 204.
The counselor support means 204 reads out the technique information corresponding to the input technique selection from the model DB 200.
Next, the counselor support means 204 transmits the technique information read from the model DB 200 from the counseling server 10 to the counselor terminal 11 via the network 13.
[0054]
(8) The screen image shown in FIG. 5E is a screen output to the terminal 11 used by the counselor.
The screen shown in FIG. 5 (e) shows how the counselor should respond to the consultant in a form according to the technique. This screen is displayed by clicking the square frame of the example sentence described in the middle classification item in FIG. 5D with an input device such as a mouse.
As described above, the counselor support means 204 is provided with a correspondence example and a tool for a consultant.
Note that example information and tool information about correspondence examples and tools for consultants are recorded in the model DB 200. Accordingly, the counseling support means 204 reads out the example information and tool information, which is one of the counseling information, and provides it to the terminal 11 in response to reading out the technique information from the model DB 200.
As described above, the processing from (6) to (8) is performed as long as the counselor continues to counsel the consultant. (Step 66)
[0055]
(9) The counselor is requested by the counselor to record a counseling history from the counseling server 10 once counseling is completed. FIG. 7 is a screen image used for recording the counseling history. (Step 67)
FIG. 7A shows a screen image used for recording what technique is used for each process. Here, the counselor inputs the technique used by himself, but in the course of counseling, the usage status of the technique used in each process is acquired and automatically recorded in the customer DB 201. You can leave it.
Needless to say, the counselor has a degree of freedom so that the counselor can make corrections using the screen image shown in FIG.
[0056]
(10) FIG. 7B is used as a medical record that the counselor can freely record.
These process entry sheets and medical records input by the counselor using the terminal 11 are transmitted to the counseling server 11 and recorded in the customer DB 200.
(Step 68)
[0057]
(11) In the final stage of counseling, as shown in FIG. 7B, the final medical record is input.
In this final medical record, for example, an item to be entered regarding whether or not to follow after one month is provided. As a follow-up method, it is conceivable to use “e-mail address” or “telephone”, which is a contact information agreed with a consultant included in customer information in advance. In counseling, it is very important to understand the troubles and trends of consultants afterwards.
In addition, after one month has passed, the counseling server 10 sends a notification to the terminal 11 that the consultant corresponding to the counselor in charge is to follow. This eliminates forgetting to follow.
The follow-up is one month later, but there is no limitation on the period until follow-up.
The above flow is counseling using the system of the present invention.
[0058]
(maintenance)
It is necessary to process the progress counseling information and feed it back to the model DB 200 to maintain the counseling information. This maintenance is to provide the counseling server 10 to the counselor's terminal 11 from the counseling server 10 with counseling techniques and counseling techniques that are more practical when counseling is performed.
This maintenance function is performed by the maintenance means 205 of the counseling processor 20.
The processing of the maintenance unit 205 will be described in detail with reference to FIGS. This maintenance operation is performed by a maintenance person.
[0059]
First, the maintenance means 205 creates various statistical information based on customer information recorded in the customer DB 201. Then, based on these statistical information, the weighting of various information memorize | stored in model DB200 is changed.
For example, the procedure for creating this statistical information is performed by a processing flow as shown in FIG.
[0060]
First, the maintenance means 205 reads the trouble of the consultant from the customer DB 201 from basic counseling information and progress counseling information that are examples of customer information. (Step 81)
Next, it counts (count) about what technique was used in each process for every trouble of a consultant. (Step 82)
[0061]
Furthermore, for example, it classifies according to items (attributes) desired by the person in charge of maintenance such as age, gender and social status, and distributes the technique used for the trouble. (Step 83)
Furthermore, a frequently used word that is used for the trouble of each consultant obtained from step 81 is extracted. (Step 84)
Further, the words extracted in step 84 are classified according to items (attributes) desired by the maintenance staff such as age, sex, social status, etc., and the characteristics of the trouble are grasped. (Step 85)
Then, the technique used for each trouble, the trouble based on the distinction of age and the like, and the word used for each trouble are created as statistical information (step 86).
Thereafter, the model DB 200 is maintained based on the created statistical information. (Step 87)
[0062]
As a maintenance method, for example,
(1) Change the weight for the technique used for each problem.
(2) If there is a new increase in worries for each age, sex, etc., add to the counseling information.
(3) If there are many new words used for trouble, add to the counseling information.
(4) On the other hand, if the frequency of the use of a certain trouble or a certain word is reduced, the corresponding counseling information is deleted.
[0063]
The maintenance method described with reference to FIG. 8 automatically performs processing based on various statistical information. In practice, however, it is appropriate for humans (maintenance personnel) to be involved in some form. Therefore, FIG. 9 illustrates a processing flow when a person is involved and counseling information is added.
[0064]
First, the maintenance unit 205 reads out progress counseling information, which is an example of customer information, from the customer DB 201. (Step 91)
Next, the maintenance staff inputs a word (also referred to as a search keyword) that seems to be used in the counseling in the progress counseling information, and instructs the counseling server 10 to search. (Step 92)
Then, the maintenance unit 205 searches the full text in the progress counseling information for the input word. (Step 93)
In addition, a list of searched progress counseling information is displayed. (Step 94)
[0065]
Next, the maintenance unit 205 combines the retrieved list with the statistical information about the words created in the processing flow of FIG. (Step 95)
In addition, the maintenance unit 205 provides information such as the frequency of words output in combination and when the words are used to the maintenance staff, and determines whether the words should be added to the counseling information. (Step 96)
When the maintenance person determines that it should be added and is instructed, the maintenance means 205 performs processing to newly add the counseling information to the model DB 200 and record it.
When information indicating that the word is used less frequently is provided to the maintenance staff, the counseling information is instructed to be deleted from the model DB 200 and processed.
[0066]
In addition, although it has been described that statistical information about words is taken, for example, statistical information may be created by the type of business or company name of the consultant. The statistical information based on the type of industry or company name is information used for analyzing troubles specific to the company or problems specific to the type of industry.
The created statistical information is accumulated in a separately provided company information database (not shown) so that it can be used in conjunction with the customer DB of the consultant. As a result, when the consultant ID is entered, the troubles specific to the company or industry to which the consultant belongs are read in advance from the company name or industry from the consultant's customer DB, and the counselor or the automatic system described later You may make it easy to deal with counseling.
Further, when a counseling business using a part or all of the present invention is contracted with a company, the company information database described above is used when creating a report to the company.
[0067]
(Automatic counseling)
Next, although it is common to perform counseling in a face-to-face manner, the present invention includes a mechanism that allows counseling of a consultant by an automatic response. The automatic counseling will be described in detail with reference to FIGS.
Note that FIG. 10 is a processing flow representing the exchange between the counselor's terminal 12 and the counseling server 10 when performing automatic counseling.
FIG. 11 is a screen image transmitted from the counseling server 10 to the terminal 12 used by the consultant and output. The automatic counseling is performed using the automatic counseling means 206.
[0068]
First, the consultant connects to the counseling server 10 using the terminal 12. (Step 101)
Next, the counseling server 10 displays a screen that prompts the user to input the consultant ID and password. (Step 102)
This screen image is shown in FIG.
Next, the counselor uses the terminal 12 to input an ID and a password that are uniquely determined and assigned to each counselor, and transmit them to the counseling server 10. (Step 103)
[0069]
The counseling server 10 determines whether the input ID or password is correct, and if it is correct, the counseling server 10 transmits a screen to the terminal 12 that roughly classifies the troubles of the consultant.
A screen image output to the terminal 12 is shown in FIG. This screen is similar to that used when supporting counselors. (Step 104)
The consultant roughly selects his / her troubles according to the screen output to the terminal 12 and transmits the selected information to the counseling server 10. (Step 105)
[0070]
The counseling server 10 reads out process information, technique information, example information, tool information, etc., which is one of the counseling information, from the model DB 200 based on the trouble of the selected consultant.
[0071]
For example, the explanation will be given below using a case where a consultant is in trouble that he / she cannot make a self-assertion at the workplace.
(1) Based on various information read from the model DB 200, the automatic counseling means 206 determines a response to the trouble of “cannot claim self”. This predetermined response is shown in FIG. 13A, and this predetermined response is an example of an answer to the consultant.
As shown in FIG. 13A, first, the automatic counseling means 206 lists the responses when “self-assertion is not possible” read from the model DB 200.
Here, (Basic Response 1) lists responses such as reflections, clarifications, and questions as if grasping the current state of the trouble the consultant has in order to hear the trouble.
Next, (Basic Response 2) enumerates correspondences such as reflection, clarification, and questions that ask the consultant to think about the cause of the trouble.
Furthermore, (Conclusion Response 3) enumerates the techniques that can be considered as the reason why the counselor cannot “self-assert” among the techniques used to worry that self-assertion is not possible. And if counseling is performed in these three responses, the consultant himself can clarify his / her troubles.
In addition, although it is performed by three receptions here, it does not ask about increase and decrease of reception. In addition, it is preferable that each purpose of the reception is designed in accordance with each counseling.
[0072]
FIG. 13B is an example in which the counseling server 10 is used to exchange the worries that the counselor cannot “self-assert” with the terminal 12. In this way, the automatic counseling means 206 behaves as if it has received counseling from a counselor by processing and presenting the answer examples enumerated in each response in response to the answer of the consultant as appropriate.
[0073]
For example, in the case of “g-1 reflection” which is a common technique, the automatic counseling means 206 records a phrase when there is a repeated phrase when exchanging, and asks a question like a parrot return. Is done. (Step 106)
[0074]
In addition, when a forbidden phrase is input, the counselor replaces the automatic counseling means 206 by interruption for emergency avoidance. It is desired to perform chat-type counseling by a counselor. The pre-recorded forbidden phrase is, for example, a phrase that expresses a very unstable mental or psychological state such as “suicide”.
[0075]
When proceeding to the conclusion response 3, the counseling server 10 presents the contents listed in the conclusion response 3 as a closing word. (Step 107)
Thus, a series of automatic response counseling is completed. (Step 108)
In addition, display may be performed so that counseling is performed as necessary, that is, the user is encouraged to come and talk.
[0076]
The processing from step 101 to step 108 performed by the counseling server 10 will be described in detail with reference to FIG.
First, the consultant uses the terminal 12 to connect to the counseling server 10 via the network.
Thereafter, the automatic counseling means 206 transmits a screen prompting the input of the consultant ID and password to the terminal 12. The counselor inputs the counselor's ID and password according to the screen output to the terminal 12 and transmits it to the counseling server 10.
The automatic counseling means 206 confirms the transmitted consultant ID and password. (Step 121)
If it is the correct ID and password, the automatic counseling means 206 transmits the screen image shown in FIG. (Step 122)
The counselor selects “trouble” held by the counselor according to the screen image of FIG. 11B transmitted to the terminal 12 and transmits it to the counseling server 10.
(Step 123)
[0077]
The automatic counseling means 206 reads the counseling information corresponding to the transmitted trouble of the consultant from the model DB 200 and determines the response as shown in FIG. (Step 124)
The automatic counseling means 206 is a reflection for understanding the current situation and understanding the problem so that the counselor's troubles become clear until the first answer to the last conclusion is completed. Repeat clarifications, questions, etc. (Step 125)
When the automatic counseling means 206 proceeds to conclusion response, the content of the conclusion response described is presented to the terminal 12 of the consultant. (Step 126)
Then, the automatic counseling means 206 ends the automatic response, and records all the exchanged contents in the customer DB 201 of the relevant consultant. (Step 127)
[0078]
In addition, when the automatic response ends, it is an indication to introduce a counselor that suits the consultant, "Please contact us if you would like face-to-face counseling." Please contact us. ”Is displayed.
Thereby, a visitor can be promoted to a consultant.
[0079]
2 is recorded on a computer-readable recording medium, and the program recorded on the recording medium is read into a computer system and executed to execute the functions of the present invention. Also good. The “computer system” here includes an OS and hardware such as peripheral devices.
[0080]
Further, the “computer system” includes a homepage providing environment (or display environment) if a WWW system is used.
The “computer-readable recording medium” refers to a recording medium such as a portable medium such as a flexible disk, a magneto-optical disk, a ROM, and a CD-ROM, and a hard disk built in the computer system. Furthermore, a “computer-readable recording medium” dynamically holds a program for a short time, like a communication line when transmitting a program via a network such as the Internet or a communication line such as a telephone line. In addition, it is intended to include those that hold a program for a certain period of time, such as a volatile memory inside a computer system that becomes a server or a computer in that case. Further, the program may be for realizing a part of the functions described above, or may be a function for realizing the functions described above in combination with a program already recorded in the computer system.
[0081]
The embodiment of the present invention has been described in detail with reference to the drawings. However, the specific configuration is not limited to this embodiment, and includes a design that does not depart from the gist of the present invention.
[0082]
【The invention's effect】
According to the first aspect of the present invention, even when the counselor and the consultant are physically separated, various information and instructions regarding counseling can be given to the counseling server via the network. Thereby, counseling can be performed based on various information systematically and objectively evaluated.
Also, even when the person who manages the counseling server and the counselor are physically separated, the latest various counseling information and instructions can be exchanged.
[0083]
According to the second and eighth aspects of the present invention, the counselor can select a counselor that suits his / her problems by himself. In addition, if reservations can be made in advance, there will be no waiting when a visit is made.
[0084]
According to the third aspect of the present invention, the counseling procedure for the counselor's troubles can be shown and the counselor's history can be grasped. Can be kept constant.
[0085]
According to the fourth aspect of the present invention, a counselor can store a history of counseling performed for a consultant.
In addition, since the counseling history is recorded in the counseling server, the previous counseling history can be grasped even when the person in charge changes to another counselor.
Furthermore, since the counseling history of the counselor is collectively recorded on the counseling server, leakage of customer information can be prevented by improving the security of the counseling server.
[0086]
According to the inventions described in claims 5, 9, and 12, the counselor can obtain counseling information evaluated systematically and objectively when deciding a counseling method. And counseling with high quality can be performed.
[0087]
According to the inventions of claims 6 and 10, since counseling information evaluated systematically and objectively can be accumulated and maintained, guidelines for counseling corresponding to various troubles can be created. To help.
[0088]
According to the invention described in claim 7, claim 11, and claim 13, the consultant can receive counseling at a free place at a free time. In addition, since the consultant can receive counseling interactively, it can give a sense of security that the counselor is consulting with a specialist such as a counselor.
[Brief description of the drawings]
[Figure 1] Overall view of the counseling system
[Figure 2] Overview of counseling server functions
Fig. 3 Transition diagram of screen used for matching
FIG. 4 is a flowchart showing an example of a matching method.
[Figure 5] Screen image used when supporting a counselor
[Fig. 6] Processing flow chart for counselor support
[Figure 7] Example of process entry sheet and medical record recorded by counselor
FIG. 8 is a flowchart showing an example of a maintenance method.
FIG. 9 is a flowchart showing an example of a maintenance method.
FIG. 10 is a data flow diagram showing communication between a terminal and a server during automatic counseling.
FIG. 11 Screen image used for automatic counseling
[Figure 12] Automatic counseling process flow chart
FIG. 13 is a screen image showing an example of automatic counseling.
[Explanation of symbols]
10 Counseling server
11, 12 terminals
13 network
20 Counseling processor
21 Central processing unit
22 Main memory
23 Input device
24 display devices
25 Communication control device
200 counseling model database
201 customer database
202 counselor database
203 Matching means
204 Counselor support means
205 Maintenance means
206 Automatic counseling means

Claims (1)

A counseling system for counseling used for counseling, in which a terminal provided for a counselor and a counseling server that automatically performs counseling processing are connected to each other via a network.
The counseling server includes at least automatic counseling means for ending automatic counseling and connecting to a specialized counselor terminal when a pre-stored prohibited phrase is input , trouble classification information, process information, and technique information. A model DB for storing counseling information and a customer DB for storing customer information;
When the ID and password are input from the counselor's terminal, the counseling server determines whether the ID and password are correct based on customer information stored in the customer DB, and the ID and password are correct. If there is, send the trouble classification information to the consultant ’s terminal to prompt you to select the appropriate trouble,
The automatic counseling means reads out the response determined based on the selected trouble from the model DB, transmits the response to the consultant's terminal, and repeats the response in response to the answer to the response from the consultant's terminal. A series of responses stored in the model DB at
Counseling system characterized by

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