WO2007135820A1

WO2007135820A1 - Workflow management device, and its method and program

Info

Publication number: WO2007135820A1
Application number: PCT/JP2007/058151
Authority: WO
Inventors: Kenji Satoh; Satoshi Nakazawa
Original assignee: Nec Corporation
Priority date: 2006-05-19
Filing date: 2007-04-13
Publication date: 2007-11-29

Abstract

Input from an input device (1) and a workflow stored in a workflow storage section (41) are automatically checked by a flow check means (31) and the result of the check is accumulated in a check history accumulating section (42). By analyzing a large amount of accumulated results in a check history analyzing section (32), it is possible to find a tendency or a problem of an operator or find a problem which may be contained in the workflow definition itself.

Description

Specification

Business flow management apparatus, method and program

Technical field

[0001] The present invention relates to a business flow management apparatus, method and program thereof, and more particularly, to a call center that manages a dialog by defining a business flow according to a procedure for handling an operator's customer. First, the present invention relates to a business flow management apparatus, its method and program that enable efficient operator management and business flow management.

Background art

An example of a call center response management system using a conventional business flow is described in Japanese Patent Publication No. 2002-118660. This conventional response management system includes a scenario storage unit, a statistical information storage unit, a click count storage unit, an elapsed time processing unit, a control unit, and a display color control unit.

[0003] Business flow management by a conventional reception management system having such a configuration operates as follows. The scenario stored in the scenario storage unit is presented on the display device of the operator terminal that accepts the response, and the operator can easily distinguish between the current conversation, the next conversation, and the finished conversation according to each scenario. It is possible to grasp. In addition, when the operator performs a click operation to move to the next scenario, the number of clicks and elapsed time are automatically stored, and the scenario is analyzed based on the statistics of the number of clicks and the required time. This makes it possible to rewrite scenarios.

However, the conventional techniques as described above have the following problems.

[0005] (1) Each operator grasps each position in the current scenario, and when the current conversation ends, a click operation is performed to proceed to the next conversation. This makes it impossible for the operator to concentrate on the conversation with the customer because it is necessary to perform work unrelated to the customer.

[0006] (2) It is premised that the operator talks in the order presented by the workflow, and the number of clicks and elapsed time of the operator when the operator talks in an order different from the order of the workflow. Recording cannot be performed correctly. Therefore, in the utterance content of the customer Depending on the call center where the operator talks in any order and the business flow definition is incomplete, the business flow management cannot be performed.

[0007] (3) It is assumed that all operators have conversations according to the business flow, and the conversation flow that deviates from the business flow is handled, or conversations that are increased in the flow are extracted. It is not a system to do. For this reason, the operator does not grasp the scenario correctly and is in the wrong conversation, or if it is defined in the workflow in the first place! It is not possible to detect and analyze the presence of “contains” conversations.

Disclosure of the invention

[0008] An object of the present invention is to provide a business flow management system that enables analysis of a business flow while concentrating on a conversation with a customer without placing a special work load on an operator.

[0009] Another object of the present invention is that the conversation deviates from the business flow when the business flow definition itself is incomplete or when the operator changes the order of the conversation depending on the content of the conversation with the customer. Even in such a case, it is possible to provide a business flow management system that enables a return to a business flow and analysis of the business flow, and enables a business flow administrator to extract a problem of the business flow definition. is there.

[0010] Still another object of the present invention is that the operator does not correctly grasp the scenario and is conducting an incorrect dialogue, or a lot of operators who are not defined in the business flow in the first place. To provide a business flow management system that enables analysis of business flows including detection of those states even in the presence of conversations that should be included in the business flow. is there.

[0011] In order to achieve the above object, the present invention provides an input means for inputting data to be sent to a conversation partner, a storage means for storing a business flow, and a data input to the input means and a storage means. Data processing means for managing the business flow using the business flow stored in the data flow, and the data input to the input means and the business flow stored in the storage means by the flow matching means of the data processing means. Are automatically collated, and the position corresponding to the data input to the input means is determined among the dialog contents constituting the business flow. [0012] With such a configuration, the first object of the present invention is achieved by automatically collating the content of dialogue with the operator's customer and the business flow without forcing the operator to perform special terminal input work. be able to.

[0013] In addition, in the arbitrary state matching unit of the data processing unit, the data input to the input unit among the dialog contents constituting the business flow, regardless of the connection information of the business flow transition stored in the storage unit. In the present invention, it is assumed that the dialog is determined in the order of the flow of the business flow, and the content of the dialog is compared with the actual content of the dialog without assuming that the flow proceeds in the order of the flow of the business flow. The second objective of can be achieved.

[0014] In addition, in the out-of-flow dialogue certifying means of the data processing means, if the data input to the input means does not correspond to any position of the dialogue contents constituting the business flow stored in the storage means, the data is Assuming that there is a dialog that is not defined in the business flow when collating the business flow with the actual conversation content, it is determined that it is outside the business flow. The third objective can be achieved by making a determination.

[0015] The present invention has the following effects.

[0016] (1) Since the configuration automatically collates the entered dialogue between the operator and the customer and the business flow, it is possible to analyze the business flow without forcing the operator to perform work other than the dialogue with the customer. .

[0017] (2) Since it is assumed that the dialogue progresses in the order of the flow of the business flow, the content of the dialogue in any part of the business flow is collated with the actual content of the dialogue. Even in the case of incompleteness or when the operator changes the order of dialogue depending on the content of dialogue with the customer, even if the dialogue deviates from the workflow, the workflow can be restored. Analysis, and the task of workflow definition can be extracted by the workflow manager.

[0018] (3) Since it is assumed that there is a dialogue that is not defined in the workflow when collating the workflow with the actual conversation content, the “conversation outside the workflow” decision is made. If the operator does not grasp the scenario correctly and is in the wrong conversation, or if it is defined in the work flow, many operators are talking, Even for situations where there are dialogues that should be included in the row, it is possible to analyze the business flow including detection of those states.

Brief Description of Drawings

FIG. 1 is a block diagram showing a first embodiment of a business flow management system of the present invention.

FIG. 2 is a flowchart for explaining the operation of the business flow management system shown in FIG.

FIG. 3 is a block diagram showing a second embodiment of the business flow management system of the present invention.

FIG. 4 is a flowchart for explaining the operation of the business flow management system shown in FIG.

FIG. 5 is a block diagram showing a third embodiment of the business flow management system of the present invention.

FIG. 6 is a flowchart for explaining the operation of the business flow management system shown in FIG.

FIG. 7 is a block diagram showing a fourth embodiment of the business flow management system of the present invention.

8 is a diagram showing a business flow stored in the business flow storage unit shown in FIGS. 1, 3, and 5. FIG.

FIG. 9 is a diagram showing the contents of dialogue between the operator and the customer in the first embodiment of the present invention.

FIG. 10 is a diagram showing stored contents stored in the collation history storage unit for the dialog contents shown in FIG.

FIG. 11 is a diagram showing the contents of dialogue between the operator and the customer in the second embodiment of the present invention.

FIG. 12 is a diagram showing the contents of dialogue between the operator and the customer in the third embodiment of the present invention.

FIG. 13 shows the contents stored in the collation history storage unit in the third embodiment of the present invention. It is a figure.

BEST MODE FOR CARRYING OUT THE INVENTION

[0020] (First embodiment)

In this embodiment, as shown in FIG. 1, an input device 1 such as a keyboard, a mouse, and a microphone, an output device 2 such as a display device and a printing device, a data processing device 3 that operates under program control, It consists of a storage device 4 such as a hard disk or memory for storing information.

[0022] The input device 1 is an external medium such as a telephone line interface device, a network interface device, and an external storage interface device in addition to a device that manually inputs data to the data processing device 3, such as a keyboard, a mouse, and a microphone. Includes a device for entering data from. When an operator and a customer interact with each other by text through chat or e-mail, the text data is input as the content of the conversation. On the other hand, when an operator and a customer have a voice conversation through a telephone or an IP phone, a voice recognition device (not shown) converts voice into text data and is input as the conversation content.

The storage device 4 includes a business flow storage unit 41 and a verification history storage unit 42. The business flow storage unit 41 stores a business flow including the content of the operator's dialogue and the flow of the operator that is preliminarily defined as to what should be asked to the customer. The verification history storage unit 42 stores the determination result of the position in the business flow of the data input to the input device 1 as a verification history.

[0024] The data processing device 3 includes a flow collating unit 31, a collation history analyzing unit 32, and an analysis result displaying unit 33. The flow collating means 31 automatically collates the data constituting the dialogue input to the input device 1 and the business flow stored in the business flow storage unit 41 of the storage device 4 and inputs the data to the input device 1. Determine where the data falls within the dialog content that makes up the business flow. The verification history analysis means 32 analyzes the response problems of the operator, improvement points of the business flow, etc. from the many histories of the verification results of the business flow and the actual conversation contents stored in the verification history storage means 42. . The analysis result display means 33 outputs the result analyzed by the matching history analysis means 32 to the output device 2. The operation of the business flow management system configured as described above will be described below.

FIG. 2 is a flow chart for explaining the operation of the business flow management system shown in FIG.

[0027] First, in the flow matching means 31, before the conversation between the operator and the customer is started, the current state of the dialogue flow as the workflow is stored in the workflow storage unit 41. A state is set and the duration of the state is set to 0 (step Al).

[0028] Next, an utterance, which is data constituting a dialogue between the operator and the customer, is input via the input device 1 and stored in the flow matching means 31 (step A2).

[0029] Then, the flow matching means 31 determines whether or not the input utterance is compatible with the current dialog flow state (step A3). Processing transitions to A6.

[0030] If the input utterance does not match the current dialog flow state, the input data is selected from the candidates for the next state of the dialog flow stored in the business flow storage unit 41. The state that matches is selected, and the dialog flow state memory transitions to that state (step A4).

[0031] Regarding the collation method for determining the conformity between the dialogue flow and the utterance, a method for examining the degree of coincidence between the explanatory text of the state given to each state of the workflow and the word of the dialogue content, A keyword list that is spoken in that state is assigned to each state of the business flow, and the degree of coincidence between the keyword list and the word of the utterance content is checked, and each state of the business flow is collated in the past. Accumulate all utterance contents, check the word match between the entire utterance contents in the past and the entered utterance contents, and whether the conversation is in the workflow when defining the workflow Various methods such as a method of describing a judgment rule for determining whether or not are possible, but any method may be adopted in the present invention.

[0032] After that, the calculation of the duration time of the state before the transition is finished, the duration time of the state after the transition is set to 0 (step A5), and the dialogue flow in which the utterance time of the corresponding new utterance is the current state It is added to the state duration (step A6).

[0033] After that, it is determined whether or not the dialog has ended (step A7). If not, the process from step A2 is repeated. If the dialog has ended, the dialog with the call ID 'operator name is finally included. The duration of each state of the flow is the verification history storage 4 as the verification history 4

The data is stored in 2 and the processing ends (step A8).

In this way, in the data processing device 3, the data input to the input device 1 using the current position in the business flow and the connection information of the business flow transition stored in the business flow storage unit 41. The position of the dialogue content that constitutes the business flow is determined.

[0035] As described above, in the present embodiment, the speech flow that is data input from the input device 1 is automatically collated with the business flow stored in the business flow storage unit 41.

Therefore, it is possible to analyze the business flow without forcing the operator to perform work other than dialog with the customer.

[0036] (Second embodiment)

In this embodiment, as shown in FIG. 3, in addition to the configuration of the data processing device 3 shown in FIG. 1, the data processing device 5 performs arbitrary collation with respect to the first embodiment shown in FIG. It is different in that it has a flow arbitrary state matching means 54 as means. The flow arbitrary state matching means 54 does not depend on the connection information of the transition of the business flow stored in the business flow storage unit 41, and the position of the dialogue content that constitutes the business flow where the data input to the input device 1 is located. Determine if it applies.

[0038] The operation of the business flow management system configured as described above will be described below.

FIG. 4 is a flow chart for explaining the operation of the business flow management system shown in FIG.

[0040] The operation of the flow collating unit 51 shown in steps A1 to A8 in Fig. 4 is the same as the operation of the flow collating unit 31 of the first embodiment, and a description thereof will be omitted. [0041] In the first embodiment, when data input to the input device 1 is in a state that matches the current dialog flow state, it is assumed that it always conforms to the next state in the dialog flow. In this mode, if the data input to the input device 1 does not conform to the current dialog flow state, it is checked whether the data input to the input device 1 conforms to the next flow state candidate (step A9).

[0042] Then, if there is no state that matches the data in the flow next state candidate, the flow arbitrary state collating means 54 inputs the input state from all the flow states stored in the business flow storage unit 41 to the input device 1. Transition to the state that best fits the data (step A10).

[0043] In this way, in the flow arbitrary state matching means 54, the data input to the input device 1 is stored in the business flow storage unit 41 regardless of the business flow transition connection information. It is determined which position corresponds to the dialogue contents that make up the flow.

[0044] As described above, in the present embodiment, it is not assumed that the dialogue proceeds in the order of the flow of the business flow, and the dialogue content at an arbitrary location in the business flow and the actual dialogue content are flow arbitrary state matching means. Therefore, even if the business flow definition itself is incomplete, or the operator changes the order of the conversation depending on the content of the conversation with the customer, It is possible to return to the process and analyze the business flow, and the business flow manager can extract the issues of the business flow definition.

[0045] (Third embodiment)

As shown in FIG. 5, this embodiment is different from the second embodiment shown in FIG. 3 in that the data processing device 6 is out of the flow in addition to the configuration of the data processing device 5 shown in FIG. It differs in that it has a dialogue recognition means 65. If the data input to the input device 1 does not correspond to any position of the dialog contents constituting the business flow stored in the business flow storage unit 41, the out-of-flow dialog authorization means 65 It is determined that

The operation of the business flow management system configured as described above will be described below. FIG. 6 is a flow chart for explaining the operation of the business flow management system shown in FIG.

[0049] The operations of the flow collating unit 61 and the flow arbitrary state collating unit 64 shown in steps A1 to A10 in FIG. 6 are the same as the operations of the flow collating unit 51 and the flow arbitrary state collating unit 54 of the second embodiment. Since it is the same, description is abbreviate | omitted.

[0050] In the second embodiment, when the data input to the input device 1 does not match the next flow state candidate, the input is input to the input device 1 from all the flow states stored in the business flow storage unit 41. In this form, if the utterance content that is the data input to the input device 1 does not match the next flow state candidate, it is input within all flow states. It is checked whether or not there is a state that matches the utterance content that is the data input to device 1 (step All). As a new state is created and transitions to that state (Step A12).

[0051] Regarding the method of determining conformity outside Z in this flow, collation is performed using the degree of coincidence between words in the explanation text, keyword list, or past utterance contents, etc., and words in the utterance contents. There is a method of setting a threshold for the numerical value of the degree of coincidence calculation and determining that it is a topic outside the flow if the threshold is not met no matter which business flow state is checked. As another method, there is a method that incorporates a judgment rule for the state outside the business flow when writing and collating the judgment rule for judging whether it is in the business flow state, and various methods can be considered. Any method may be adopted in the invention.

[0052] As described above, in this embodiment, when the data input to the input device 1 is collated with the business flow stored in the business flow storage unit 41, there is a dialogue that is not defined in the business flow. In order to determine “out-of-business-flow dialog”, the operator does not grasp the scenario correctly and is in the wrong conversation or is defined in the first place. However, even in the situation where many operators interact and there is a dialog that should be included in the business flow, it is necessary to divide the business flow including detection of those states. Analysis.

[0053] (Fourth embodiment)

As shown in FIG. 7, this embodiment includes an input processing device 1, an output device 2, a storage device 4, and a data processing device 7, as in the first to third embodiments described above. Prepare. The business flow management program 8 is read into the data processing device 7 and controls the operation of the data processing device 7, and generates a business flow storage unit 41 and a verification history storage unit 42 in the storage device 4. The data processing device 7 executes the same processing as the processing by the data processing devices 3, 5, 6 in the first to third embodiments under the control of the business flow management program 8.

[0055] Examples using the above-described embodiment will be described below.

FIG. 8 is a diagram showing a business flow stored in the business flow storage unit 41 shown in FIGS. 1, 3, and 5. The embodiment will be described by taking the case where the business flow shown in FIG. 8 is stored in the business flow storage unit 41 as an example.

[Example 1]

This example corresponds to the first embodiment.

[0059] The business flow storage unit 41 preferentially stores the business flow definition shown in FIG. In this case, the case where the dialogue shown in Fig. 9 is performed between the operator and the customer will be described as an example.

[0060] In the flow matching means 31 shown in FIG. 1, the state duration of the state is set to 0 in the state B1 shown in FIG. Is done. Next, when the dialogue is started from C1 shown in FIG. 9, it is checked whether the utterance content of C1 constituting the dialogue matches the state of B1.

[0061] After the utterance contents of CI and C2 are collated with the state of B1, the next time the utterance is C3, it becomes impossible to collate with the state of B1. At that time, B3, which is a state that matches the utterance of C3, is selected from B2 or B3 that is the next state candidate of the flow, and the state memory is transitioned to B3. [0062] At the same time as the transition, the calculation of the duration of B1 before the transition is terminated, and the duration of B3 after the transition is set to zero. After that, the utterance time of the current C3 utterance is added to the duration time of B3, which is the current state, and it is checked whether or not the dialogue has ended.

[0063] Such processing is repeated until the dialogue is completed. If the dialogue is completed, the call ID, the operator name, the collated workflow status and the corresponding utterance number, and the task The duration of the flow state is stored in the verification history storage unit 42.

FIG. 10 is a diagram showing the storage contents stored in the collation history storage unit 42 for the conversation contents shown in FIG.

[0065] In the matching history analysis means 32, from the matching history in which a large amount of data as shown in FIG. 10 is stored, for example, “When focusing on a specific person, the duration is By analyzing the “different flow states”, it becomes possible to discover the tendency and problems of the person who has focused on it. Similarly, for example, “a flow state that is rarely used or a flow state that is extremely short in duration compared to other states” or “a flow state that is extremely long in duration compared to other states” is extracted. ”Can be discovered when there is a problem in the business flow itself.

[0066] (Example 2)

This example corresponds to the second embodiment.

[0068] The business flow storage unit 41 preliminarily stores the business flow definition shown in FIG. In this case, the case where the dialogue shown in FIG. 11 is performed between the operator and the customer will be described as an example.

[0069] The dialogue in Fig. 11 is different from the dialogue in Fig. 9 in the first embodiment in that the user number is voluntarily spoken in the utterance number C13 without being prompted by the user. In the business flow shown in Fig. 8, the confirmation of member ID B4 can only be made after confirmation of full name B3. In reality, however, customers do not always speak in the order of their business flows. In the example of the dialog in Fig. 11, the customer spoke the member ID first at C13. However, the operator reversed the order of checking the member ID and first and last name on a case-by-case basis. Asking customers for their first and last names.

[0070] In the actual call center reception, the order to be confirmed by the operator as in the example of Fig. 11 is exchanged on an ad hoc basis, or there is no connection S in the business flow depending on the topic spoken by the customer. It is often seen that it is necessary to make a sudden transition to a state.

In the flow matching means 51 shown in FIG. 3, it is determined that the conversation of Cl 1 and C 12 matches the current conversation flow state in step A 3 of FIG. The same processing as in Example 1 is performed. When the dialogue moves to C13, it is determined in step A3 in FIG. 4 that the current dialogue flow state is not met, and the processing moves to step A9. Here, the next flow state candidates are B2 and B3 shown in Fig. 8, but the dialogue of C13 does not conform to these two states. For this reason, the process moves to step A10, and the flow arbitrary state matching means 54 shown in FIG. 3 searches for a state in which all the flow state forces of the work flow most closely match the utterance, and transitions to state B4. Similarly, when the dialog shifts to C14, the process shifts to step A10. As a result of searching for a state suitable for the dialog C14 from all the flow states, the process shifts to the B3 state.

[0072] In this way, in this embodiment, even for a call center in which the operator changes the order of dialogues flexibly according to the content of dialogue with the customer, the verification history analysis means 32 of the first embodiment Similar to the explanation, the business flow can be analyzed.

[0073] (Example 3)

This example corresponds to the third embodiment.

The business flow storage unit 41 preferentially stores the business flow definition shown in FIG. At this time, the case where the dialogue shown in FIG. 12 is performed between the operator and the customer will be described as an example.

[0076] The dialog in FIG. 12 differs from the dialog in FIG. 11 in the second embodiment in that the user is asked for his / her name in utterance number C 24 and ignores the operator's question. It is a point that brings up a completely new topic as defined in the business flow. [0077] In the second embodiment, for a dialog that does not match the next state candidate of the business flow, in step A10 shown in FIG. It has become. However, in reality, customers do not always speak what is defined in the business flow. Even in the example shown in Figure 12, the customer may want to confirm something in a hurry, ignoring the operator's question at C23 and asking his new question at C24. It is often seen in actual call center reception that a customer speaks as defined in such a business flow.

[0078] When a C24 utterance that is not defined in this business flow is made by a customer, first, in the flow matching means 61 shown in FIG. 5, the current dialogue flow state must be met in step A3 shown in FIG. Determined. Subsequently, the flow arbitrary state matching means 64 determines in step A9 that there is no state that matches the utterance in the flow next state candidate. Next, the out-of-flow dialogue recognition means 65 determines in step A12 that there is no state that matches the utterance in all utterance states. Accordingly, the processing power A13 is entered, and the “out-of-dialog flow state” is created as a new state, and the state is shifted to that state.

The collation history processed in this way is stored in the collation history storage unit 42 after the end of this dialogue.

FIG. 13 is a diagram showing storage contents stored in the matching history storage unit 42 in the third embodiment of the present invention.

[0081] In the matching history analysis means 62, from a large amount of matching histories including those shown in FIG. 13, for example, only the newly created state is targeted, and what word is included in the utterance content. By analyzing whether it is used a lot, etc., it becomes possible to grasp the "topics that are not defined in the business flow but are often brought up by customers recently", and to include the response to those topics. It becomes possible to review the flow.

[0082] The present invention can be applied to the business flow analysis for the business of a call center operator who responds to a customer through telephone, electronic mail, chat, or the like. It can also be applied to the analysis of the business flow of the reception staff at the store counter that directly interacts with customers.

Claims

The scope of the claims

[1] An input means for inputting data to be sent to the conversation partner,

Storage means for storing the business flow;

The data input to the input means and the business flow stored in the storage means are used.

V has data processing means to manage the business flow and

The data processing means automatically collates the data input to the input means and the business flow stored in the storage means, and inputs the input to the input means among the dialog contents constituting the business flow. A business flow management system having a flow verification means for determining the position where the received data corresponds.

[2] In the business flow management system according to claim 1,

The flow collating unit uses the current position in the business flow stored in the storage unit and the connection information of the transition of the business flow, and is input to the input unit among the dialog contents constituting the business flow. A business flow management system that determines the position where the data corresponds.

[3] In the business flow management system according to claim 1,

The data processing means is a position corresponding to the data input to the input means among the dialogue contents constituting the business flow, regardless of the connection information of the business flow transition stored in the storage means. A business flow management system having an arbitrary state collating means for judging whether or not.

[4] In the business flow management system according to claim 1,

The data processing means, when the data input to the input means does not correspond to any position in the dialogue content constituting the business flow stored in the storage means, the data is outside the business flow A business flow management system having an out-of-flow dialogue authorization means to judge.

[5] In the business flow management system according to claim 1,

The storage means includes collation history accumulation means for accumulating the determination result of the position of the dialogue content corresponding to the data input to the input means as a collation history,

The data processing means analyzes the collation history stored in the collation history storage means. A business flow management system having collation history analysis means.

[6] In the business flow management system according to claim 5,

The collation history storage unit is a business flow management system for accumulating an operator name, collated business flow states and their durations, and data input to the input means as a collation history.

[7] An input means for inputting data to be sent to the other party of the dialogue, a storage means for storing the business flow, a data input to the input means, and a business flow stored in the storage means. A business flow management method using a business flow management system having a data processing means for managing the business flow using:

The data processing means automatically collates the data input to the input means with the business flow stored in the storage means, and inputs the input to the input means among the dialog contents constituting the business flow. Business flow management method to determine the position where the received data corresponds.

[8] In the business flow management method according to claim 7,

The data processing means is input to the input means among the dialog contents constituting the business flow using the current position in the business flow stored in the storage means and the connection information of the transition of the business flow. Business flow management method to determine the position to which the data corresponds.

[9] In the business flow management method according to claim 7,

The data processing means is a position corresponding to the data input to the input means among the dialog contents constituting the business flow, regardless of the transition information of the business flow stored in the storage means. Business flow management method for determining

[10] In the business flow management method according to claim 7,

When the data processing means does not correspond to any position of the dialogue contents constituting the business flow stored in the storage means when the data input to the input means does not correspond to the data outside the business flow Business flow management method to be judged.

[11] In the business flow management method according to claim 7,

The location of the dialogue content to which the storage means corresponds to the data input to the input means. Is stored as a matching history,

A business flow management method in which the data processing means analyzes the verification history accumulated in the storage means.

[12] According to the business flow management method of claim 11,

A business flow management method for storing, as a verification history, an operator name, a status of each verified business flow and its duration, and data input to the input means when the verification history is accumulated.

[13] On the computer,

Business flow management that automatically collates data sent to a conversation partner with a pre-stored business flow, and executes a procedure for determining a position where the data falls within the content of the conversation that constitutes the business flow Program.

[14] In the business flow management program according to claim 13,

On the computer,

A business flow management program for executing a procedure for determining a position corresponding to the data among conversation contents constituting the business flow, using the current position in the business flow and connection information of the transition of the business flow.

[15] In the business flow management program according to claim 13,

On the computer,

A business flow management program for executing a procedure for determining a position to which the data corresponds among conversation contents constituting the business flow, irrespective of the transition information of the business flow.

[16] In the business flow management program according to claim 13,

On the computer,

A business flow management program for executing a procedure for determining that the data is outside the business flow when the data does not correspond to any position of the dialogue content constituting the business flow.

[17] In the business flow management method according to claim 13,

On the computer, A business flow management program for storing a result of determining a position of a dialog content corresponding to the data as a verification history and executing a procedure for analyzing the stored verification history.

In the business flow management program according to claim 17,

On the computer,

When the collation history is accumulated, a business flow management for executing a procedure for accumulating the operator name, each collated business flow state and its duration, and the data input to the input means as the collation history. Program.