JP7434916B2 - Search system, search method and search program - Google Patents

Description

Embodiments discussed herein relate to information retrieval techniques suitable for use in contact centers, such as call centers, where operators respond to inquiries from customers via communication means such as telephones.

In order to enable customers to resolve problems and questions regarding products and services by themselves, we provide FAQs (Frequently Asked Questions) based on past inquiries.
Asked Questions) is being developed in many companies. However, there are many problems that are difficult to solve using FAQs alone. A customer facing such a problem makes an inquiry to a contact center such as a call center using a communication means such as a telephone. At the contact center, an operator currently engaged in reception work responds to this inquiry and provides an answer to the customer.

In recent years, the shortage of operators at contact centers has become increasingly serious, and a situation has arisen where they are unable to adequately respond to inquiries from customers. In order to appropriately respond to inquiries from customers with a small number of operators, it is effective to reduce the number of inquiries from customers. One of the ways to do this is to improve the FAQ and increase the ratio of the number of problems solved by customers themselves without the assistance of an operator (self-problem resolution rate) to the total number of problems solved. There is something.

As a method for improving FAQs, for example, a technique is known in which FAQ reference history and inquiry response history are managed in association with each other (see, for example, Patent Document 1).

Patent No. 5578424

In the above-mentioned technique, the FAQ is corrected by using the correspondence between reference history and inquiry response history for an unspecified number of customers. Therefore, even if only some customers are interested in the content and other customers have no interest at all, the FAQ may be modified. Such modifications make the contents of the FAQ complicated, and as a result, it becomes difficult for other customers to find the desired information, which may actually reduce the self-problem solving rate.

Even though the FAQ contains the requested information, the customer who is searching for the information may not be able to obtain the information. More specifically, for example, if you are unable to find the desired information because the size of the FAQ is large, or if you are able to find the FAQ that contains the desired information, the expressions used in that FAQ may not be what the customer expected. The information may be overlooked because it is different from what was previously used.

In one aspect, the present invention aims to provide a mechanism for supporting information searches performed by searchers themselves.

According to one embodiment, a search system includes a reception unit, a search unit, a search query acquisition unit, a keyword acquisition unit, and a management unit. The reception unit receives a search query created by a searcher and used to obtain answer information. The search unit searches for information using a search query and outputs search results. The search query acquisition unit acquires a search query used in a search when it is determined that answer information is not included in the search results obtained by the search. The keyword acquisition unit obtains an answer by searching for information based on the inquiry information obtained from the searcher in the inquiry conducted by the person responding to the inquiry from the searcher who created the search query acquired by the search query acquisition unit. When the information is obtained, a keyword set by the responder based on the inquiry information or response information is obtained as an extended keyword. The management unit manages the search query acquired by the search query acquisition unit by associating the expanded keyword with the search query. In this search system, when the search unit searches for information again using the search query acquired by the search query acquisition unit, the management unit generates a search query that combines the expanded keywords associated with the search query with the search query. Search using .

According to the above aspect, it is possible to provide a mechanism for supporting the search for information performed by the searcher himself/herself.

1 is a diagram showing an example of a functional configuration of a search system. FIG. 2 is a diagram showing a detailed configuration example of a search system. FIG. 3 is a diagram showing an example of a business screen. This is an example of a data structure of a linking information DB. It is an example of a hardware configuration of an information processing device. It is a flowchart which shows an example of customer information management processing. It is a flowchart which shows an example of FAQ service provision processing. 3 is a flowchart illustrating an example of operator work support processing. It is a flow chart which shows an example of processing at the end of reception.

Hereinafter, embodiments will be described in detail with reference to the drawings.

FIG. 1 is an example of a functional configuration of a search system.

Search system 10 provides FAQs. A customer 1 who is a searcher searching for information accesses the search system 10 by operating a computer 1a that he or she owns. Access to the search system 10 is performed via the communication network 3. This access includes a search query. The search query is created by customer 1 to obtain answer information from the FAQ.

The search system 10 includes a reception section 11 , a search section 12 , a search query acquisition section 13 , a keyword acquisition section 14 , and a management section 15 .

The reception unit 11 receives a search query included in the access from the customer 1.

The search unit 12 searches for information on answers from the FAQ using the search query received by the reception unit 11, and outputs the search results. The output search results are sent to the computer 1a via the communication network 3, and are outputted and provided to the customer 1 on a screen, for example.

Customer 1 refers to the provided search results. Here, if the customer 1 determines that the desired answer information is not included in the search results, that is, if the customer 1 determines that the desired answer information was not obtained with the search query that he/she created, the customer 1 uses the telephone 1b Use this to make a call to the call center for inquiries. This call is delivered via the communication network 3 to the telephone 2b used by the operator 2 who is engaged in telephone answering work at the call center. Thereafter, the operator 2 searches for information on the answer desired by the customer 1 based on the content of the conversation between the customer 1 and the operator 2 using the telephones 1b and 2b.

Operator 2, who is a person who responds to inquiries from customer 1, operates the computer 2a that he/she is using to search for answer information from the FAQ based on the inquiry information obtained in the inquiry. This is done for the search system 10. Note that information is also exchanged between the computer 2a and the search system 10 via the communication network 3. Operator 2 provides customer 1 with the search results obtained through this search. If the answer information desired by customer 1 is obtained from this search result, the dialogue between customer 1 and operator 2 ends.

The operator 2 operates the computer 2a to notify the search system 10 that the response to the inquiry from the customer 1 has been completed. In addition, when making this notification, Operator 2 sets a keyword based on the inquiry information obtained from the inquiry from Customer 1 or based on the answer information obtained from the search results, and uses this keyword. Include in this notification.

When the search system 10 receives this notification, the following processing is performed.

First, the search query acquisition unit 13 acquires the search query used in the search performed by the customer 1, that is, the search for which it was determined that the desired answer information was not included in the search results.

Next, the keyword acquisition unit 14 acquires the keyword included in the notification that the response to the inquiry from the customer 1 has been completed. As mentioned above, this keyword is a keyword set based on the inquiry information obtained from the inquiry from Customer 1 or the response information obtained from the search results, and hereinafter this keyword will be referred to as "extended keyword". It shall be called.

The management unit 15 manages the search query acquired by the search query acquisition unit 13 by associating the expanded keyword with the search query.

When performing a new information search using the search query acquired by the search query acquisition unit 13, the search unit 12 expands the search query. This expansion is performed by combining the expansion keyword associated with the search query in the management unit 15 with the search query. By doing this, when another customer 1 performs an information search using the search query acquired by the search query acquisition unit 13, for example, by searching for information to obtain answer information performed by the other customer 1 himself/herself. , it becomes possible to obtain the desired answer information. Since the customer 1 who has been able to obtain the desired answer information does not make any inquiries to the call center, the number of inquiries made to the call center is reduced. Even with a small number of operators 2, inquiries from customers 1 can be appropriately responded to.

Note that the expanded keyword acquired by the keyword acquisition unit 14 includes both an inquiry keyword, which is a keyword set based on inquiry information, and an answer keyword, which is a keyword set based on response information. Good too. In this case, the search unit 12 acquires the search query acquired by the search query acquisition unit 13 and the inquiry keyword and answer keyword associated in the management unit 15, and uses a search query that combines these with the search query. Alternatively, the search may be performed by More specifically, the search unit 12 performs a search using the logical product of the acquired inquiry keywords, the logical product of the acquired answer keywords, and the logical product of the search query acquired by the search query acquisition unit 13. You may also do this. Alternatively, the search unit 12 performs the search using the logical sum of the acquired query keyword and the acquired answer keyword, and the logical sum of the search query acquired by the search query acquisition unit 13. It's okay.

Furthermore, the search system 10 may further include a storage section 16. The storage unit 16 stores a search query used in the information search performed by the search unit 12 for each customer 1 who is a searcher. In this case, the search query acquisition unit 13 selects a search result that is selected by the operator 2 from among the search queries created by the customer 1 who made the inquiry and is stored in the storage unit 16, and the answer information is included in the search result. Obtain one search query used in the search for which it was determined that there is no search query. By doing so, the management unit 15 can appropriately associate the search query stored in the storage unit 16 with the extended keyword acquired by the keyword acquisition unit 14.

Next, a detailed configuration example of the search system 10 will be described with reference to FIG. 2.

As shown in FIG. 2, the search system 10 includes a subsystem A20, a subsystem B30, a subsystem C40, and a subsystem D50. Note that the subsystem A20, subsystem B30, subsystem C40, and subsystem D50 are connected so that they can exchange data with each other.

The subsystem A20 is a system that manages information about the customer 1, and includes a customer information management server 21, a customer information DB (database) 22, and a search history DB23.

The subsystem B30 is a system that provides FAQ functions, and includes an FAQ server 31, a FAQ DB 32, and a linking information DB 33.

The subsystem C40 is a system that supports the telephone answering work performed by the operator 2, and includes an operator work support server 41, an operator information DB 42, and an inquiry history DB 43.

The subsystem D50 is a system used when editing the linking information stored in the linking information DB 33, and includes a linking information editing server 51.

The operation of the search system 10 having the configuration shown in FIG. 2 will be explained.

First, a request for user registration is sent from customer 1. This registration request is accepted by the customer information management server 21. Upon receiving this registration request, the customer information management server 21 gives the customer 1 a user ID for identifying the customer 1. The customer information management server 21 registers this user ID in the customer information DB 22 and sends it to the computer 1a of the customer 1.

Thereafter, customer 1 sends a request to use the FAQ including customer 1's own user ID. The customer information management server 21 receives this usage request. When the customer information management server 21 receives this usage request, the customer information management server 21 checks the user ID included in the usage request and the user ID registered in the customer information DB 22, and if the two match, the FAQ usage is prohibited. and notifies the computer 1a of the permission. Note that this verification process may be performed more securely by using a password or the like.

Customer 1, who has obtained permission to use the FAQ, accesses the FAQ. This access is accepted by the FAQ server 31. Each FAQ, which is a combination of a pair of questions and answers, is given an FAQ number for identifying the FAQ, and the FAQs and FAQ numbers are associated and stored in the FAQDB 32. When the FAQ server 31 receives access to the FAQ, it acquires the FAQ information stored in the FAQ DB 32, and sends the list, for example, in the form of a Web page to the computer 1a for display.

Further, the customer 1 accesses the search system 10 in order to obtain FAQs including desired answer information. This access is accepted by the FAQ server 31. Note that this access includes customer 1's own user ID and a search query created by customer 1, and the search query includes a search keyword for obtaining answer information from the FAQ.

The FAQ server 31 first sends the user ID and search query included in this access to the customer information management server 21 along with information on the date and time when the access was received. The customer information management server 21 associates these pieces of information sent from the FAQ server 31 and stores them in the search history DB 23.

Furthermore, the FAQ server 31 performs an information search on the FAQDB 32 using the search query included in this access, and sends the FAQ, which is the answer information obtained as the search result, to the computer 1a in the form of a web page, for example. and display it. That is, the FAQ server 31 provides the functions of the reception section 11 and the search section 12 in FIG.

Note that the FAQ server 31 sends to the customer information management server 21 the FAQ number associated with the FAQ, which is answer information obtained as a search result. The customer information management server 21 further stores the received FAQ number in the search history DB 23 in association with the user ID and search query included in the access from the customer 1. In other words, the search history DB 23 functions as the storage unit 16 in FIG.

Thereafter, customer 1 refers to the provided search results. Here, if the customer 1 determines that the desired answer information is not included in the search results, the customer 1 makes an inquiry to the call center operator 2 using the telephone 1b.

When the operator 2 receives an inquiry from the customer 1 using the telephone 2b, the operator 2 operates the computer 2a to request the search system 10 to obtain a screen to support telephone answering operations. This acquisition request includes an operator ID for identifying operator 2. Note that the operator ID is assigned to each operator 2 in advance.

The operator work support server 41 receives this screen acquisition request. The operator work support server 41 first compares the operator ID included in this acquisition request with the operator ID registered in advance in the operator information DB 42. If these operator IDs match, the operator work support server 41 sends a screen for supporting telephone answering work to the computer 2a, as illustrated in FIG. Note that this verification process may be performed more securely by using a password or the like.

Here, the business screen 60 shown in FIG. 3 will be explained.

The business screen 60 includes a customer call field 61 and an operator call field 63. The customer call column 61 and the operator call column 63 are columns in which texts transcribed from the conversation between the customer 1 and the operator 2 in the dialogue between the customer 1 and the operator 2 are displayed.

In this embodiment, it is assumed that the operator work support server 41 transcribes the contents of the call. The contents of the conversation between the customer 1 and the operator 2 are sent from the telephone 2b to the operator work support server 41 via the computer 2a, for example. The operator work support server 41 uses existing voice recognition means to transcribe the contents of the call, and sequentially sends the obtained transcriptions to the computer 2a, so that the customer call field 61 on the currently displayed business screen 60 is transcribed. and displayed in the operator call field 63. Note that the operator work support server 41 also records the contents of the call.

Scroll bars 62 and 64 are added to the customer call field 61 and operator call field 63, respectively. By operating the scroll bars 62 and 64, the operator 2 can scroll the transcripts of the call content of the customer 1 and the operator 2 displayed in the customer call field 61 and operator call field 63, respectively.

The business screen 60 in FIG. 3 further includes a user ID input field 65, a search button 66, and a search history display field 67.

When the operator 2 inputs the user ID of the customer 1 obtained from the customer 1 through a conversation with the customer 1, for example, into the user ID input field 65 and presses the search button 66, the user ID is transferred from the computer 2a to the operator work support server. Sent to 41. Upon receiving the user ID from the computer 2a, the operator work support server 41 sends a search history acquisition request including this user ID to the customer information management server 21. The customer information management server 21 refers to the search history DB 23 and obtains information on the search history of the customer 1 associated with the received user ID (search date and time, search query, FAQ number regarding the FAQ obtained as the search result). Read out. The customer information management server 21 sends the retrieved search history information to the operator work support server 41. The operator work support server 41 sequentially sends the received search history information to the computer 2a to display it in the search history display field 67 on the business screen 60 that is currently being displayed. Further, the operator work support server 41 compares the received search history information with the information in the inquiry history DB 43 to obtain information indicating whether or not there has been a telephone inquiry from the customer 1 in the past for each history, It is displayed in the "Inquiry presence/absence" column of the search history display column 67.

Operator 2 refers to the search history of customer 1 displayed in the search history display field 67, and selects the search history related to the inquiry from customer 1 that is currently being handled as a representative of the search history. Select one.

In the business screen 60 of FIG. 3, "Exhaust heat recovery boiler AND water leakage" is arranged in the "User input query" column, which is the column where the search query created by the searcher, customer 1, is arranged and displayed. Displayed. Further, the business screen 60 uses halftones to show that the line in which "exhaust heat recovery boiler AND water leakage" is arranged has been selected as a representative of the search history. Note that when a representative of the search history is selected, the "Inquiry presence/absence" column in the selected line of the search history display column 67 becomes blank.

In this way, the representative search history includes a search query related to the inquiry from customer 1, that is, a search query related to the inquiry from customer 1, that is, a search query related to the inquiry from customer 1 when customer 1 determines that the search results do not contain answer information. Contains the search query used in the search.

Subsequently, the operator 2 operates the computer 2a to search for answer information in the FAQ based on the inquiry information obtained from the interaction with the customer 1 during the inquiry from the customer 1 being answered by the search system 10. Performed against. This search is performed on the FAQ server 31.

The FAQ server 31 sends the FAQ, which is answer information obtained as a search result, to the computer 2a in the form of a web page, for example, and displays the FAQ. The operator 2 uses the telephone 2b to answer the inquiry to the customer 1 by telephone based on the obtained information. If this answer is what customer 1 desired, the dialogue between customer 1 and operator 2 ends.

By the way, the business screen 60 in FIG. 3 further includes an inquiry keyword input field 68, an answer keyword input field 70, a reference FAQ number input field 72, add buttons 69 and 71, and an end button 73.

After the interaction with the customer 1 is completed, the operator 2 sets one or more keywords based on the content of the inquiry from the customer 1 through the interaction. This keyword is an inquiry keyword among extended keywords. The operator 2 inputs the set inquiry keywords into the inquiry keyword input field 68 one by one, and presses the add button 69 each time one is inputted.

Further, the operator 2 sets one or more keywords based on the FAQ, which is information on the answers desired by the customer 1. This keyword is the answer keyword among the expanded keywords. The operator 2 inputs the set answer keywords into the answer keyword input field 70 one by one, and presses the add button 71 each time he inputs one answer keyword.

It is preferable that the operator 2 sets both the inquiry keyword and the answer keyword as extended keywords, but it is also possible to set either one of them.

Furthermore, Operator 2 uses the FAQ number assigned to the FAQ, which is information about the answer that Customer 1 desired, as a reference FAQ number, which is information that identifies the FAQ that was referred to in order to provide the answer to Customer 1. , enter it in the reference FAQ number input field 72.

Thereafter, the operator 2 presses the end button 73. Then, the computer 2a sends a completion notification to the search system 10 indicating that the response to the inquiry from the customer 1 has been completed. This termination notification includes the user ID, inquiry keyword, answer keyword, reference FAQ number input by operator 2, and information on the representative of the search history selected by operator 2, together with the operator ID for operator 2. It is.

In the search system 10, the operator work support server 41 receives this completion notification. The operator work support server 41 acquires the operator ID, user ID, inquiry keyword, answer keyword, reference FAQ number, and representative information of the search history from the completion notification. The operator work support server 41 associates the acquired information with the recorded contents of the conversation between the customer 1 and the operator 2, and stores the information in the inquiry history DB 43.

As mentioned above, the representative information in the search history includes a search query related to the inquiry from customer 1 that is being answered, that is, customer 1 has determined that the search results do not include answer information. Contains the search query used in the search. Therefore, the operator work support server 41 provides the function of the search query acquisition unit 13 in FIG. 1 in acquiring information on the representative search history selected by the operator 2.

Further, the operator work support server 41 also provides the function of the keyword acquisition unit 14 in FIG. 1 in that it acquires inquiry keywords and answer keywords, which are extended keywords.

The operator work support server 41 associates these extended keywords with the search queries included in the acquired representative information of the search history. This kind of association of expanded keywords with search queries will also be referred to as "linking" hereinafter. The operator work support server 41 stores, in the link information DB 33, link information indicating that the expanded keywords (inquiry keywords and answer keywords) are linked to the search query. In other words, the association information DB 33 functions as the management section 15 in FIG.

Note that the operator work support server 41 may directly access the linking information DB 33 for storing linking information, or may access the linking information DB 33 indirectly via the FAQ server 31.

This linking information will be explained in more detail. FIG. 4 is an example of the data structure of the association information DB 33. Each row of the table shown in FIG. 4 represents one item of linking information, and this table represents N pieces of linking information (N is a positive integer).

The "inquiry ID" item stores a number that is individually assigned to each linking information for identification.

The "user input query" item stores search queries included in the representative search history included in the termination notification.

The other items, ``user ID,'' ``operator ID,'' ``inquiry keyword,'' ``answer keyword,'' and ``reference FAQ number,'' each store what was included in the termination notification.

In FIG. 4, attention is paid to the linking information whose inquiry ID is "1".

This linking information is for customer 1 whose user ID is “U ₁ ”. This customer 1 created a search query "(W ₁ AND W ₂ ) OR W ₃ " and performed a search, but could not obtain the desired answer. Note that in this search query, W ₁ , W ₂ , and W ₃ each represent a search keyword, and “AND” and “OR” represent the logical product and logical sum of the search query, respectively. In other words, this search query represents "the logical product of W ₁ and W ₂ and the logical sum of W _3. "

The telephone response to this inquiry from customer 1 was carried out by operator 2 whose operator ID was "O ₁ ". This operator 2 sets "W ₁ '" and "W ₂ '" as inquiry keywords based on the inquiry information obtained from customer 1 through dialogue with customer 1, and searches based on these inquiry keywords to search for references. I found an FAQ with FAQ number "F ₁ ". When the answer to this FAQ was presented to customer 1, this answer was what customer 1 wanted. Operator 2 set "W ₁ '', "W ₂ '', and "W ₃ ''" as answer keywords based on this FAQ.

In other words, the linking information with the query ID "1" includes the query keywords "W ₁ '" and "W ₂ '" and the answer keywords for the search query "(W ₁ AND W ₂ ) OR W ₃ ". This indicates that "W ₁ '', "W ₂ '', and "W ₃ '' are linked.

Next, attention will be paid to the linking information whose inquiry ID is "2" in FIG.

This linking information is for customer 1 whose user ID is “U ₂ ”. This customer 1 created a search query "W ₃ AND W ₄ " and performed a search, but could not obtain the desired answer.

The telephone response to this inquiry from customer 1 was carried out by operator 2 whose operator ID was "O ₁ ". In addition, since the operator IDs are the same, the operator 2 is the same person who answered the telephone inquiries regarding the linked information with the inquiry ID "2" and the linked information with the inquiry ID "1". It turns out that it is.

This operator 2 sets "W ₁ '" and "W ₂ '" as inquiry keywords based on the inquiry information obtained from customer 1 through dialogue with customer 1, and searches based on these inquiry keywords to search for references. I found an FAQ with FAQ number "F ₁ ". When the answer to this FAQ was presented to customer 1, this answer was what customer 1 wanted. Operator 2 set "W ₁ '', "W ₂ '', and "W ₃ ''" as answer keywords based on this FAQ.

In other words, this operator 2 sets the same inquiry keyword for the linked information with the inquiry ID "2" and the linked information with the inquiry ID "1", finds the same FAQ, and sends it to customer 1. and set it as the same answer keyword. In other words, the linking information with the inquiry ID "2" also includes the inquiry keywords "W ₁ '" and "W 2 '" and the answer keyword "W ₁ '" for the search query "W _{3 AND} W ₄ ". '', 'W ₂ '', and 'W ₃ '' are linked.

Next, attention will be paid to the linking information whose inquiry ID is "N-1" in FIG.

This linking information is for customer 1 whose user ID is "U _i-1 ." This customer 1 created a search query "W _p-2 " and performed a search, but could not obtain the desired answer.

The telephone response to this inquiry from customer 1 was carried out by operator 2 whose operator ID was " _OK-1 ." Based on the inquiry information obtained from customer 1 through dialogue with customer 1, operator 2 selects "W _q-3 ',""W _q-2 '," and "W _q-1 '" as inquiry keywords. Through a search based on this inquiry keyword, an FAQ with the reference FAQ number " _FL " was found. When the answer to this FAQ was presented to customer 1, this answer was what customer 1 wanted. Based on this FAQ, operator 2 set "W _r-3 '' and "W _r-2 '' as answer keywords.

In other words, the linking information with the query ID "N-1" corresponds to the query keywords "W q _{- 3} '", "W _q-2 '", and "W _q-1 '' and the answer keywords "W _r-3 '' and "W _r-2 '' are linked.

Next, attention will be paid to the linking information whose inquiry ID is "N" in FIG.

This linking information is for customer 1 whose user ID is "U _i ". This customer 1 created a search query "W _p-1 OR W _p " and performed a search, but could not obtain the desired answer.

The telephone response to this inquiry from customer 1 was carried out by operator 2 whose operator ID was " _OK ". Operator 2 sets "W _q-1 '" and "W _q '" as inquiry keywords based on the inquiry information obtained from customer 1 through dialogue with customer 1, and performs a search based on these inquiry keywords. , found an FAQ with the reference FAQ number "F _L ". When the answer to this FAQ was presented to customer 1, this answer was what customer 1 wanted. Based on this FAQ, operator 2 set "W _r-2 '', "W _r-1 '', and "W _r ''" as answer keywords.

In other words, the linking information whose inquiry ID is "N" is the query keyword "W _{q-1 ' "} and "W _q '" and the answer keyword " This indicates that "W _r-2 '', "W _r-1 '', and "W _r ''" are linked. Here, when referring to the linking information with the inquiry ID "N-1", the inquiry keyword "W _q-1 '" and the answer keyword "W _r-2 ''" are the search query "W _p-2 " It can be seen that it is linked to both the search query “W _p-1 OR W _p ”.

Note that the linking information stored in the linking information DB 33 can be edited as necessary. The linking information editing server 51 of the subsystem D50 is used to edit this linking information. The link information editing server 51 provides the administrator of the search system 10 with the functions of referring to the link information stored in the link information DB 33 and editing the link information. A detailed explanation of this linking information editing server 51 will be omitted.

In the search system 10 of FIG. 2, each component operates as described above, so that the search system 10 provides FAQs to the customer 1 while accumulating linking information between search queries and expanded keywords. Then, before long, an access including a search query whose linking information is stored in the linking information DB 33 may be made again by the customer 1 who is a different person or by the customer 1 who is the same person.

The FAQ server 31 detects, from the received accesses, accesses that include such search queries whose linking information is stored in the linking information DB 33. When such an access is detected, the FAQ server 31 expands the search query included in this access, and searches for information on the FAQDB 32 using the expanded search query. This search query is expanded by combining the search query with an expanded keyword that is shown to be linked to the search query included in this access based on the linking information stored in the linking information DB 33. .

Expansion to this search query will be explained using a display example on the business screen 60 in FIG. 3.

The display example in FIG. 3 is an example where the customer 1 is making an inquiry to the operator 2 regarding water leakage from the exhaust heat recovery boiler. When Operator 2 refers to the search history displayed in the search history display field 67, it becomes clear that Customer 1 created the search query "exhaust heat recovery boiler AND water leakage" and searched for the FAQ. . Therefore, the operator 2 selects the search history that includes this search query as a representative search history.

Here, the operator 2 accesses the FAQ server 31 and searches for FAQs, referring to the search history of the customer 1 and the content of the customer 1's comments during the dialogue. In the display example of FIG. 3, as a result of this search, it was found that this water leakage was also caused by water leakage from the chimney damper, and that the countermeasure against this water leakage was to plug the water leakage point with repair material, etc. A case is expressed in which this countermeasure is the answer desired by customer 1.

After completing the conversation with Customer 1, Operator 2 determines that the essence of the inquiry from Customer 1 was about water leakage from the chimney damper, and based on this determination, makes two inquiries: "Chimney damper" and "Water leakage." It is set as a keyword and input into the inquiry keyword input field 68. Operator 2 also sets two answer keywords, "repair material" and "blocking", as effective measures to solve the problem inquired by customer 1, and inputs them into answer keyword input field 70. ing. Further, the operator 2 inputs the FAQ number of the FAQ referred to in order to solve the problem inquired by the customer 1 into the reference FAQ number input field 72.

In addition, by selecting a keyword included in the transcription of the call content displayed in the customer call field 61 or operator call field 63 and pressing the add button 69 or 71, the inquiry keyword and answer keyword can be input. You can do it like this.

Thereafter, the operator 2 checks and corrects the various information input to the business screen 60 as necessary, and after completing these tasks, presses the end button 73. By this pressing operation, the input contents to the business screen 60 are finalized, and a completion notice containing information on these input contents is sent to the search system 10.

In the search system 10, the operator work support server 41 receives this completion notification. The operator work support server 41 acquires the operator ID, user ID, inquiry keyword, answer keyword, reference FAQ number, and representative information of the search history from the completion notification. The operator work support server 41 stores this information in the inquiry history DB 43, and also links the extended keyword to the search query and stores the link information in the link information DB 33. The linking information at this time is that for the search query "exhaust heat recovery boiler AND water leak", "chimney damper" and "water leak" are linked as inquiry keywords, and "repair material" and "blocking" are linked. This indicates that it is linked as an answer keyword.

After such linking information is stored in the linking information DB 33, when the customer 1 performs an FAQ search using the search query "exhaust heat recovery boiler AND water leak", the FAQ server 31 uses the linking information based on the linking information DB 33. Make enhancements to search queries. This expansion is done by combining a search query with expansion keywords.

For example, as a first method of expansion, the FAQ server 31 uses the logical product of the query keyword, the logical product of the answer keyword, and the search query as the search query after expansion. That is, in the display example of FIG. 3, the FAQ server 31 searches the FAQ using "(chimney damper AND water leak) AND (repair material AND plug) AND (exhaust heat recovery boiler AND water leak)" as the expanded search query. I do.

Further, as a second method of expansion, for example, the FAQ server 31 uses the logical sum of the logical product of the inquiry keyword and the logical product of the answer keyword and the logical sum of the search query as the search query after expansion. That is, in the display example of FIG. 3, the FAQ server 31 searches the FAQ using "(chimney damper AND water leak) OR (repair material AND plug) OR (exhaust heat recovery boiler AND water leak)" as the expanded search query. I do.

By allowing the FAQ server 31 to search the FAQ after expanding the search query in this way, the number of cases where the customer 1 can obtain the desired answer information without the help of the operator 2 increases, and the above-mentioned It is expected that the self-problem solving rate will improve.

Note that as a method for expanding the search query, either the first method or the second method described above may be adopted. In addition, in these methods, the query keywords are expanded using the logical product, and the answer keywords are also expanded using the logical product, but one or both of these keywords are The expansion may be performed using a sum. Furthermore, the selection of logical operators such as "AND" and "OR" used in the combination of search queries may be changed.

Further, for example, the search query may be expanded by combining only some of the expanded keywords linked to the search query with the search query. Furthermore, the frequency of appearance of each keyword may be recorded, keywords with a high frequency of appearance may be treated as important information, and expanded keywords to be combined with the search query may be selected in order to expand the search query.

Next, FIG. 5 will be explained. FIG. 5 shows an example of the hardware configuration of an information processing device (computer).

This information processing device 500 can be used as each of the customer information management server 21, FAQ server 31, and operator work support server 41 in FIG. Further, the information processing device 500 can also be used as the linking information editing server 51 in FIG. 2 .

The information processing device 500 includes a CPU (Central Processing Unit) 501, a memory 502, an input device 503, an output device 504, an auxiliary storage device 505, a medium drive device 506, and a network connection device 507. These components are hardware and are connected to each other by a bus 508.

The memory 502 is, for example, a ROM (Read Only Memory) or a RAM (Random Memory).
A semiconductor memory such as a flash memory (Access Memory) or a flash memory, which stores programs and data used in processing.

The CPU 501 (processor) provides each of the functions of the customer information management server 21, FAQ server 31, and operator work support server 41 by executing programs using the memory 502, for example. Therefore, the CPU 501 can operate as the reception unit 11, the search unit 12, the search query acquisition unit 13, and the keyword acquisition unit 14 in FIG. 1 by executing programs using the memory 502.

The input device 503 is, for example, a keyboard, a pointing device, or the like, and is used to input instructions or information from the administrator of the search system 10. The output device 504 is, for example, a display device, a printer, a speaker, etc., and is used for inquiries or instructions from the administrator and output of processing results.

The auxiliary storage device 505 is, for example, a magnetic disk device, an optical disk device, a magneto-optical disk device, a tape device, or the like. Auxiliary storage 505 may be a hard disk drive or flash memory. The information processing device 500 can store programs and data in the auxiliary storage device 505 and load them into the memory 502 for use. Further, the auxiliary storage device 505 can also be used as each of the customer information DB 22, search history DB 23, FAQ DB 32, association information DB 33, operator information DB 42, and inquiry history DB 43 in FIG.

A medium drive device 506 drives a portable recording medium 509 and accesses recorded contents thereof. The portable recording medium 509 is a memory device, a flexible disk, an optical disk, a magneto-optical disk, or the like. The portable recording medium 509 may be a CD-ROM (Compact Disk Read Only Memory), a DVD (Digital Versatile Disk), a USB (Universal Serial Bus) memory, or the like. The administrator of the search system 10 can store programs and data in the portable recording medium 509 and load them into the memory 502 for use.

In this way, a computer-readable recording medium that stores programs and data used for processing is a physical (non-temporary) recording medium such as the memory 502, the auxiliary storage device 505, or the portable recording medium 509. It is a medium.

The network connection device 507 is a LAN (Local Area Network), a WAN (Wide
This is a communication interface circuit that is connected to a communication network such as an area network (Area Network) and performs data conversion associated with communication. The information processing device 500 can also receive programs and data from an external device via the network connection device 507, load them into the memory 502, and use them.

Note that the information processing device 500 does not need to include all of the components shown in FIG. 5, and some components may be omitted depending on the application or conditions. For example, if the portable recording medium 509 is not used, the medium drive device 506 may be omitted.

Next, the processing executed by the CPU 501 of the information processing apparatus 500 and caused by the program to be performed by the CPU 501 will be described with reference to each of FIGS. 6 to 9.

FIG. 6 is a flowchart showing an example of customer information management processing. This process is a process of assigning a user ID to the customer 1 and granting permission to the registered customer 1 to use the FAQ service. When the CPU 501 executes this process, the information processing device 500 provides some of the functions that the customer information management server 21 can provide.

When the customer information management process is started, first, in S601, the CPU 501 performs a process of determining whether or not a user registration request from the customer 1 has been obtained. In this determination process, when the CPU 501 determines that a user registration request has been obtained (when the determination result is YES), the process proceeds to S602, and when it is determined that the user registration request has not been acquired (when the determination result is NO). Then, the process advances to S605.

In S602, the CPU 501 performs a process of assigning a user ID to the customer 1 who requested user registration.

In subsequent S603, the CPU 501 performs processing to store the assigned user ID in the auxiliary storage device 505 used as the customer information DB 22.

In subsequent S604, the CPU 501 performs a process of controlling the network connection device 507 to send the assigned user ID to the computer 1a of the customer 1 requesting user registration. After that, the CPU 501 returns the process to S601.

On the other hand, in S605, the CPU 501 performs a process of determining whether or not a request to use the FAQ including the user ID of the customer 1 has been obtained from the customer 1. In this determination process, when the CPU 501 determines that a request to use the FAQ has been obtained (when the determination result is YES), the CPU 501 advances the process to S606. On the other hand, when determining that the FAQ usage request has not been obtained (when the determination result is NO), the CPU 501 returns the process to S601.

In S606, the auxiliary storage device 505 used as the customer information DB 22 is referred to, and the user ID included in the FAQ usage request is compared with the user ID registered in the customer information DB 22 of the auxiliary storage device 505. The CPU 501 performs the processing.

In subsequent S607, the CPU 501 executes a process to determine whether or not the user ID registered in the customer information DB 22 matches the user ID included in the FAQ usage request as a result of the verification process in S606. conduct.

In the determination processing of S606, when the CPU 501 determines that there is a matching user ID (when the determination result is YES), the CPU 501 controls the network connection device 507 in S607 to grant permission to use the FAQ to the computer 1a. Performs processing to notify. After that, the CPU 501 returns the process to S601.

On the other hand, in the determination process of S606, when the CPU 501 determines that there is no matching user ID (when the determination result is NO), the CPU 501 controls the network connection device 507 in S608 to disallow use of the FAQ. A process of notifying the computer 1a is performed. After that, the CPU 501 returns the process to S601.

Next, the processing shown in FIG. 7 will be explained. FIG. 7 is a flowchart showing an example of FAQ service provision processing. This process is a process for providing the FAQ service to the customer 1 who has given permission to use the service. When the CPU 501 executes this process, the information processing device 500 provides some of the functions that the FAQ server 31 can provide.

When the FAQ service provision process is started, first, in S701, the CPU 501 performs a process of determining whether or not access to the FAQ including usage permission information has been obtained from the customer 1. Note that the usage permission information is information obtained from the FAQ usage permission notification sent to the computer 1a of the customer 1 in the process of S607 in FIG. In this determination process, when the CPU 501 determines that such access has been obtained (when the determination result is YES), the CPU 501 advances the process to S702. On the other hand, when the CPU 501 determines that such access has not been obtained (when the determination result is NO), the CPU 501 repeats the determination process of S701 until such access is obtained.

In S702, the obtained access is for searching FAQs, which includes a search query created by customer 1 to obtain FAQs including desired answer information and customer 1's user ID, as described above. The CPU 501 performs processing to determine whether or not the access is.

In the determination process of S702, when it is determined that the obtained access is for searching the FAQ (when the determination result is YES), the CPU 501 advances the process to S704.

On the other hand, in the process of S702, when it is determined that the obtained access is not for searching FAQs (when the determination result is NO), the CPU 501 advances the process to S703, and the content of the access is Execute processing accordingly. For example, if the obtained access is a request to display a list of FAQs, the CPU 501 obtains FAQ information from the FAQDB 32, controls the network connection device 507, and displays the list of obtained information on the computer 1a. The process of sending and displaying the data is performed. After completing the process in S703, the CPU 501 returns the process to S701.

In S704, the CPU 501 performs a process of extracting and acquiring the user ID and search query from the acquired access.

In the subsequent S705, the CPU 501 performs a process of associating the user ID obtained in the process of S704 with the search query and storing it in the search history DB 23 together with information on the date and time when the access was received.

In the process of S705, the CPU 501 controls the network connection device 507 to send the acquired user ID and search query to the customer information management server 21 along with date and time information. The customer information management server 21 associates these sent pieces of information and stores them in the search history DB 23.

Note that the association processing and storage processing performed by the customer information management server 21 are performed by an information processing device 500 that is separate from the one that functions as the FAQ server 31, so that the customer information management server 21 functions as the customer information management server 21. You may also have them provided. To do this, for example, the CPU 501 of the separate information processing device 500 executes a predetermined program to associate the sent information and store it in the auxiliary storage device 505 used as the search history DB 23. All you have to do is make them do this.

In subsequent S706, the auxiliary storage device 505 used as the linking information DB 33 is referred to, and it is determined whether the linking information regarding the search query obtained in the process of S704 exists in the linking information DB 33. The CPU 501 performs the processing.

In the determination process of S706, when the CPU 501 determines that such linking information exists (when the determination result is YES), the CPU 501 advances the process to S707. In S707, as described above, the CPU 501 performs a process of creating an expanded search query by combining the expanded keywords linked to the search query in the existing linking information with the search query. Then, in S708, the CPU 501 performs information search processing using the expanded search query on the auxiliary storage device 505 used as the FAQ DB 32, and then advances the process to S710.

On the other hand, in the determination process of S706, when the CPU 501 determines that such linking information does not exist (when the determination result is NO), the CPU 501 advances the process to S709. In S709, the CPU 501 performs an information search process on the auxiliary storage device 505 used as the FAQ DB 32 using the search query obtained in the process in S704, and then advances the process to S710.

In S710, the CPU 501 performs a process of sending the FAQ, which is the answer information obtained as a search result of the information search process, to the computer 1a of the accessing customer 1 and displaying it.

In the subsequent S711, the FAQ number associated with the FAQ, which is the answer information obtained as the search result, is associated with the user ID and search query included in the access from customer 1, and is further stored in the search history DB 23. The CPU 501 performs the storing process.

In the process of S711, the CPU 501 controls the network connection device 507 to send the FAQ number to the customer information management server 21. The customer information management server 21 further stores the sent FAQ number in the search history DB 23 in association with the user ID and search query stored in the process of S705.

Note that the association processing and storage processing performed by the customer information management server 21 are performed by an information processing device 500 that is separate from the one that functions as the FAQ server 31, so that the customer information management server 21 functions as the customer information management server 21. You may also have them provided. To do this, for example, the CPU 501 of the separate information processing device 500 executes a predetermined program to associate the sent information and store it in the auxiliary storage device 505 used as the search history DB 23. All you have to do is make them do this.

Thereafter, when the CPU 501 finishes the process in S711, the process returns to S701.

Next, the processing shown in FIG. 8 will be explained. FIG. 8 is a flowchart showing an example of operator work support processing. This process is a process that supports the telephone answering work performed by the operator 2, and includes a process of generating linking information and storing it in the linking information DB 33. When the CPU 501 executes this process, the information processing device 500 provides some of the functions that the operator work support server 41 can provide.

When the operator work support process is started, first, in S801, the CPU 501 performs a process of determining whether or not a request to obtain the work screen 60 from the operator 2, which includes the operator ID of the operator 2, has been obtained. . In this determination process, when the CPU 501 determines that this acquisition request has been acquired (when the determination result is YES), the CPU 501 advances the process to S802. On the other hand, when the CPU 501 determines that this acquisition request has not been acquired (when the determination result is NO), the CPU 501 repeats the determination process of S801 until this acquisition request is acquired.

In S802, the auxiliary storage device 505 used as the operator information DB 42 is referred to, and the process of comparing the operator ID included in the acquisition request for the business screen 60 with the operator ID registered in the operator information DB 42 is performed. The CPU 501 performs this.

Subsequently, in S803, as a result of the verification process in S802, a process is performed to determine whether or not there is an operator ID registered in the operator information DB 42 that matches the operator ID included in the acquisition request on the business screen 60. The CPU 501 performs this. In this determination process, when the CPU 501 determines that there is a matching operator ID (when the determination result is YES), the CPU 501 advances the process to S804, and when it determines that there is no matching operator ID (when the determination result is NO), the CPU 501 advances the process to S804. ), the process returns to S801.

In S804, the CPU 501 controls the network connection device 507 to send a template of the business screen 60 to the computer 2a for display.

In subsequent S805, the CPU 501 performs processing to start recording audio data of the conversation between the customer 1 and the operator 2, which is sent from the telephone 2b via the computer 2a.

In subsequent S806, the CPU 501 performs processing to start transcribing the content of the call in the conversation between the customer 1 and the operator 2 described above, and sending the transcription of the content of the call obtained by the transcription to the computer 2a. . The sent transcription of the contents of the call is displayed in the customer call field 61 and operator call field 63 in the template of the business screen 60 displayed on the computer 2a.

In subsequent S807, the CPU 501 executes a process of determining whether or not the user ID input in the user ID input field 65 sent from the computer 2a by the operator 2 pressing the search button 66 on the business screen 60 has been acquired. conduct.

In the determination process of S807, when it is determined that the user ID has been acquired (when the determination result is YES), in S808, the CPU 501 retrieves information on the search history of customer 1 associated with the received user ID. Processing for sending to the computer 2a is performed.

In the process of S808, the CPU 501 controls the network connection device 507 to send the received user ID to the customer information management server 21. The customer information management server 21 reads information on the search history of the customer 1 associated with the sent user ID from the search history DB 23 and sends it to the information processing device 500 functioning as the operator work support server 41. The CPU 501 sequentially sends the received search history information to the computer 2a. The sent search history information is displayed in the search history display field 67 in the template of the business screen 60 displayed on the computer 2a. In addition, the CPU 501 compares the received search history information with information stored in the auxiliary storage device 505 used as the inquiry history DB 43 to determine whether or not there has been a telephone inquiry from the customer 1 regarding each history. Get information representing. The CPU 501 sends information indicating the presence or absence of this inquiry to the computer 2a. Information indicating the presence or absence of this inquiry is also displayed in the search history display field 67 in the template of the business screen 60 displayed on the computer 2a.

Note that the processing of reading and sending information on the search history of the customer 1, which is performed by the customer information management server 21, is performed by an information processing device 500 that is separate from the one that functions as the operator work support server 41. The function as the server 21 may be provided. For example, the CPU 501 of the separate information processing device 500 executes a predetermined program to read search history information associated with the user ID from the auxiliary storage device 505 used as the search history DB 23 and send it. All you have to do is let it do the processing.

After completing the process in S808, the CPU 501 returns the process to S807.

On the other hand, in the determination process of S807, when it is determined that the user ID has not been acquired (when the determination result is NO), the CPU 501 advances the process to S809.

In S809, has access been obtained to search the FAQ, including a search query created based on the inquiry information obtained from the interaction with the customer 1, sent from the computer 2a in response to the operation of the operator 2? The CPU 501 performs processing to determine whether or not.

In the determination process of S809, when it is determined that access for searching the FAQ has been obtained (when the determination result is YES), in S810, the CPU 501 executes the process created by operator 2 included in the access. Information retrieval processing is performed using the search query.

In the process of S<b>810 , the CPU 501 controls the network connection device 507 to perform a process of transferring the access for searching the FAQ including the search query created by the operator 2 to the FAQ server 31 . The FAQ server 31 performs an information search process on the FAQDB 32 using a search query created by the operator 2, and functions as an operator work support server 41 by using the FAQ, which is answer information obtained as a search result of the information search process. It is sent to the information processing device 500. The CPU 501 controls the network connection device 507 to transfer the FAQ, which is the answer information, to the computer 2a. The computer 2a displays FAQ, which is answer information.

Note that the information search process performed by the FAQ server 31 may be performed by an information processing device 500 that is separate from the one that functions as the operator work support server 41, and may be made to provide the function of the FAQ server 31. For example, the CPU 501 of the separate information processing device 500 may execute a predetermined program to perform an information search process using a search query created by the operator 2 and a process for sending FAQs that are answer information. Just do it.

After completing the process in S809, the CPU 501 returns the process to S807.

On the other hand, in the determination process of S809, when it is determined that access for searching the FAQ has not been obtained (when the determination result is NO), the CPU 501 advances the process to S812.

In S812, the CPU 501 performs a process of determining whether or not a termination notification sent from the computer 2a is obtained by the operator 2 pressing the termination button 73 on the business screen 60.

In the determination process of S812, when the CPU 501 determines that the end notification has been acquired (when the determination result is YES), the process proceeds to S813, and when it is determined that the termination notification has not been acquired (when the determination result is NO). Then, the process returns to S807.

As mentioned above, the termination notification includes the user ID input by operator 2, the inquiry keyword, the answer keyword, the reference FAQ number, the information of the representative of the search history selected by operator 2, and the operator ID of operator 2. Contains various information.

In S813, the CPU 501 performs a response end process, and then returns the process to S801. Details of this processing at the end of the reception will be explained next.

FIG. 9 is a flowchart showing an example of processing at the end of reception.

When the end-of-response process is started, first, in S901, the content of the call in the conversation between customer 1 and operator 2, which was started in the process of S806 described above, is transcribed and the transcription of the content of the call is written to computer 2a. The CPU 501 performs the process of terminating the sending to.

In the following S902, the CPU 501 performs a process to finish recording the contents of the conversation between the customer 1 and the operator 2, which was started in the process of S805 described above.

In subsequent S903, the CPU 501 performs processing to obtain the above-mentioned various information from the obtained end notification.

In subsequent S904, the CPU 501 performs a process of associating the acquired various information with the above-mentioned recorded call content and storing it in the auxiliary storage device 505 used as the search history DB 23.

In subsequent S905, the CPU 501 generates linking information that links the search query included in the representative information of the search history, among the various information acquired in the process of S903, and the inquiry keyword and answer keyword that are expanded keywords. Perform the process of creating.

In subsequent S906, the CPU 501 performs processing to store the created link information in the link information DB 33.

In the process of S906, the CPU 501 controls the network connection device 507 to send the created association information to the FAQ server 31. The FAQ server 31 stores the sent linking information in the linking information DB 33.

Note that the process of storing this linking information, which is performed by the FAQ server 31, is performed by an information processing device 500 that is separate from the one that functions as the operator work support server 41, and is made to provide the function of the FAQ server 31. You can also do this. To do this, for example, the CPU 501 in the separate information processing device 500 executes a predetermined program and stores the sent linking information in the auxiliary storage device 505 used as the linking information DB 33. All you have to do is let it do the processing.

After completing the process in S808, the CPU 501 returns the process to the operator work support process in FIG.

By the CPU 501 performing the above processing, the information processing device 500 provides the functions of the customer information management server 21, FAQ server 31, or operator work support server 41.

Having described the disclosed embodiments and their advantages in detail, those skilled in the art will appreciate that various modifications, additions, and omissions may be made without departing from the scope of the invention as clearly set forth in the claims. Dew.

For example, in expanding the search query based on the above-mentioned linking information, the combination of the search query and expanded keyword may be performed as described below.

For example, among the linking information stored in the linking information DB 33, the number of keywords in the intersection set of the extended keywords with respect to the number of keywords in the union set for each extended keyword of the linking information having a common reference FAQ number. Pay attention to the size of the ratio. Here, if the ratio is smaller than a predetermined value, the user's search query is expanded using the expansion keyword of the union, and if the ratio is larger than the predetermined value, the intersection set is expanded. Use keywords to expand users' search queries.

To explain the above method using the data structure example of the linking information DB 33 in FIG. 4, linking information whose inquiry ID is "N-1" and linking information whose inquiry ID is "N" are Both are " _FL " and are common. Both of these two pieces of linking information include the inquiry keyword "W _q-1 '" and the answer keyword "W _r-2 ''. Therefore, in these two pieces of linking information, the number of keywords in the intersection set and union of inquiry keywords is "1" and "4", respectively, and the number of keywords in the intersection set and union of answer keywords is also "1" and "4", respectively. It is "4". Therefore, the above ratio is "0.25" for both the inquiry keyword and the answer keyword.

Here, if the above predetermined value is, for example, "0.3", the above ratio is smaller than the predetermined value. Therefore, in this case, the search query is expanded using the union of the inquiry keyword and answer keyword. That is, for the search queries "W _p-2 " and "W _p-1 OR W _p ", the query keywords "W _q-3 '", "W _q-2 '", "W _q-1 '", and "W _q '" and the answer keywords "W _r-3 '', "W _r-2 '', "W _r-1 '', and "W _r ''" are expanded. Do it like this.

Moreover, when the above predetermined value is, for example, "0.2", the above ratio is larger than the predetermined value. Therefore, in this case, the search query is expanded using the query keyword and answer keyword of the intersection set. In other words, for the search queries "W _p-2 " and "W _p-1 OR W _p ", an expansion that combines the query keyword "W _q-1 '" and the answer keyword "W _r-2 ''" is performed. Let's do it.

By doing so, it can be expected that the omission of FAQ searches will be reduced when the ratio is small, and the noise in FAQ searches will be reduced when the ratio is large.

Furthermore, for example, the frequency of appearance of expanded keywords included in the above-mentioned union may be recorded, and the search query may be expanded using expanded keywords whose frequency of appearance is greater than or equal to a predetermined number. By doing so, it can be expected to reduce omissions in FAQ searches and reduce search noise.

Furthermore, the linking information stored in the linking information DB 33 whose data structure is shown in FIG. 4 may be explained below.

For example, if there are multiple FAQs that are effective for problem solving, multiple FAQ numbers for the multiple FAQs may be registered as the "Reference FAQ Number" item.

Furthermore, for example, in addition to the item "Reference FAQ number," information about documents that need to be referred to in order to solve a problem may also be registered as linking information. Such information includes, for example, URLs (uniform
Resource Locator) information, document numbers of technical documents and manuals, etc.

Also, for example, instead of recording a search query including logical operators such as "AND" and "OR" together with the search keyword to clarify the content of the logical search as an item of "user input query", it is possible to simply record the search query as a "user input query" item. It is also possible to simply list search keywords.

Furthermore, instead of separating each keyword with a comma, the keywords in the "inquiry keyword" and "answer keyword" items may be separated with a space or the like.

In addition, the search queries created by customer 1 are stored individually in the search history DB 23, linking information DB 33, inquiry history information DB 43, etc., but a search query ID, which is identification information that uniquely identifies this search query, is introduced. The search queries may be managed using the search engine.

Alternatively, the inquiry keyword among the extended keywords may be handled as a "category" when the customer 1 refers to the FAQ, and the answer keyword among the extended keywords may be handled as "details" in this category. In this case, first, the range of FAQs to be searched for information is narrowed down using the inquiry keyword, and then the search query is expanded using the answer keyword. By doing so, it is possible to expect the effect of reducing search noise caused by expansion of the search query.

1 Customer 2 Operator 1a, 2a Computer 1b, 2b Telephone 3 Communication network 10 Search system 11 Reception section 12 Search section 13 Search query acquisition section 14 Keyword acquisition section 15 Management section 16 Storage section 20 Subsystem A
21 Customer information management server 22 Customer information DB
23 Search history DB
30 Subsystem B
31 FAQ Server 32 FAQDB
33 Linking information DB
40 Subsystem C
41 Operator work support server 42 Operator information DB
43 Inquiry history DB
50 Subsystem D
51 Linking information editing server 60 Business screen 61 Customer call field 62, 64 Scroll bar 63 Operator call field 65 User ID input field 66 Search button 67 Search history display field 68 Inquiry keyword input field 69, 71 Add button 70 Answer keyword input field 72 Reference FAQ number input field 73 End button 500 Information processing device 501 CPU
502 Memory 503 Input device 504 Output device 505 Auxiliary storage device 506 Media drive device 507 Network connection device 508 Bus 509 Portable recording medium

Claims (6)

a reception unit that receives a search query created by a searcher for obtaining answer information;
a search unit that searches for information using the search query and outputs search results;
a search query acquisition unit that acquires the search query used in the search when it is determined that the answer information is not included in the search results obtained by the search;
The search for the information based on the inquiry information obtained from the searcher in the inquiry conducted by the person responding to the inquiry from the searcher who created the search query acquired by the search query acquisition unit a keyword acquisition unit that acquires a keyword set by the response person based on the inquiry information or the response information as an extended keyword when response information is obtained;
a management unit that associates and manages the expanded keyword with the search query acquired by the search query acquisition unit;
Equipped with
When the search unit searches for information again using the search query acquired by the search query acquisition unit, the search unit combines the extended keyword associated with the search query in the management unit with the search query. performing the search using a search query;
A search system characterized by: 2. The search system according to claim 1, wherein the expanded keyword includes an inquiry keyword that is a keyword set based on the inquiry information, and an answer keyword that is a keyword set based on the answer information. When the search unit searches for information again using the search query acquired by the search query acquisition unit, the search unit acquires the inquiry keyword and the answer keyword associated with the search query in the management unit. Then, using the logical product of the acquired query keyword and the logical product of the acquired answer keyword and the logical product of the search query, or the logical product of the acquired inquiry keyword and the acquired answer 3. The search system according to claim 2, wherein the search is performed using a logical sum with a logical product of keywords and a logical sum with the search query. further comprising a storage unit that stores the search query used in the information search performed by the search unit for each searcher;
The search query acquisition unit includes the answer information in the search result selected from among the search queries stored in the storage unit and related to the searcher who made the inquiry. obtaining one search query used in the search when it is determined that the search is not carried out;
The search system according to any one of claims 1 to 3, characterized in that: Accepting a search query created by a searcher for obtaining answer information,
Searching for information using the search query and outputting search results;
obtaining the search query used in the search when it is determined that the answer information is not included in the search results obtained by the search;
The answer information was obtained by a search for the information based on the inquiry information obtained from the searcher in the inquiry, which was conducted by a responder who responded to the inquiry from the searcher who created the retrieved search query. In this case, the keyword set by the responder based on the inquiry information or the answer information is acquired as an extended keyword,
associate and manage the expanded keyword with the retrieved search query;
When performing a new search for information using the acquired search query, perform the search using a search query that combines the expanded keyword associated with the search query with the search query;
A search method characterized in that processing is performed by a computer . Accepting a search query created by a searcher for obtaining answer information,
Searching for information using the search query and outputting search results;
obtaining the search query used in the search when it is determined that the answer information is not included in the search results obtained by the search;
The answer information was obtained by a search for the information based on the inquiry information obtained from the searcher in the inquiry, which was conducted by a responder who responded to the inquiry from the searcher who created the retrieved search query. In this case, the keyword set by the responder based on the inquiry information or the answer information is acquired as an extended keyword,
associate and manage the expanded keyword with the retrieved search query;
When performing a new search for information using the acquired search query, perform the search using a search query that combines the expanded keyword associated with the search query with the search query;
A search program that causes a computer to perform processing.

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