JP2002230004A - System and method for deriving optimal answer pattern and recording medium with its program recorded - Google Patents

Abstract

PROBLEM TO BE SOLVED: To automatically device a service grade, and to provide the optimal answer pattern to each customer according to the grade. SOLUTION: A data base constructing part 11 reflects grasped inquiry contents to a prepared data base, and a point managing part 12 adds a point to each data base construction information including the technology skill of an inquirer and manages it, and an optimal answer pattern deriving part 13 prepares not less than two answer patterns to be derived from the constructed data base, and derives the optimal answer pattern corresponding to the inquiry by totaling the points. Also, a display control part 14 displays the optimal answer pattern among not less than two answer pattern to be derived from the constructed data base, and mask-displays the residual answer pattern.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an optimal answer pattern deriving system and method capable of providing an optimal answer pattern to each inquirer in accordance with the technical skills of the inquirer, the circumstances of the inquiry, and the like.
And a recording medium on which a program of the same method is recorded.

[0002]

2. Description of the Related Art Maintenance of exchanges scattered at various bases nationwide
It is managed by a central or distributed operating system. 2. Description of the Related Art Conventionally, an operation terminal is connected to a centrally or distributedly arranged operation system, and by executing a maintenance command from the operation terminal to the operation system, a failure point of a device in the exchange and the operation system device is specified, and a recovery measure is taken. Was instructed. Conventionally, past failure cases and their recovery procedures are stored in a database as recovery measures, and operation personnel, based on customer inquiries by telephone or e-mail or failure recovery support requests, such as system administrators or construction workers, After grasping and confirming the details of the failure, the database has been retrieved and output to obtain a response, and a response has been provided to the user to provide recovery support.

[0003]

By the way, in order to give an effective answer when an inquiry including a failure recovery support request is received from a customer, answer cases are previously made into a database (DB). By indexing, a system has already been established that can provide a high-quality and uniform answer regardless of which operator receives an inquiry. FIG. 8A shows a schematic process of receiving an inquiry from a customer, referring to a past case DB by an interview with an operator, and executing a uniform answer to the inquiry case.

[0004] However, from the customer's point of view, there has been a case where an optimal answer has never been obtained. For example, in spite of being a customer having high technical skills, since a uniform answer is given, there are many useless answer parts and it is inefficient. In addition, the urgency of the recovery process is often not considered, and there is a problem in the quality of service.

The present invention has been made in view of the above circumstances, and reflects points of inquiries grasped by an operator in a database prepared in advance to add a point to each of database construction information including technical skills of an inquirer. It also manages and prepares two or more answer patterns derived from the constructed database, automatically determines the service grade by deriving the optimal answer pattern to the inquiry by tallying points, and determines the customer grade according to the grade. It is an object of the present invention to provide a system and method for deriving an optimal answer pattern for an inquiry, which can provide an optimal answer pattern every time, and a recording medium storing a program of the method.

[0006]

In order to solve the above-mentioned problems, the present invention provides a database construction means for reflecting the contents of an inquired inquiry in a database prepared in advance, and database construction information including technical skills of an inquirer. Point management means for adding and managing points, and two or more answer patterns derived from the constructed database are prepared, and the optimal answer pattern derivation for deriving an optimal answer pattern to the inquiry by totalizing the points is provided. Means.

Further, in the optimum answer pattern deriving system of the present invention, display control means for displaying an optimum answer pattern among two or more answer patterns derived from the constructed database, and mask-displaying the remaining answer patterns. It is characterized by having.

In the optimum answer pattern deriving system according to the present invention, the database includes at least a customer database having technical skill of an inquirer as one of database construction information, and at least a failure recovery including a Q & A collection. A business database that has the maintenance status of the corresponding manuals and the urgency of answering inquiries as one of the database construction information, and a case database that has at least examples of answers to past inquiries and the frequency of occurrence of cases as one of the database construction information And characterized in that:

In the optimum answer pattern deriving system of the present invention, the optimum answer pattern deriving means refers to each database, has a high technical skill of an inquirer, and prepares a corresponding manual for failure recovery.
In addition, when the response does not require urgency relatively, the investigation manuals for the failure recovery are derived to the inquirer as the optimal response pattern.

In the optimum answer pattern deriving system according to the present invention, the optimum answer pattern deriving means refers to each of the databases, does not have a high technical skill of the inquirer, and continuously generates inquiries from past cases of inquiries. Is expected to be derived as an optimal answer pattern including the answer.

In the optimum answer pattern deriving system according to the present invention, the optimum answer pattern deriving means refers to each of the databases, and responds to inquiries in which the frequency of occurrence of cases is low and is expected to increase in the future. A feature is that the Q & A collection derived from the answer is also derived.

With the above configuration, the contents of the inquiry grasped by the database construction means are reflected in the database prepared in advance, and the point management means attaches and manages points to each of the database construction information including the technical skill of the inquirer. The optimal answer pattern deriving means prepares two or more answer patterns derived from the constructed database, and derives an optimal answer pattern for the inquiry by counting points. The display control means displays an optimum answer pattern among two or more answer patterns derived from the constructed database, and displays the remaining answer patterns as a mask. As a result, a service grade can be automatically determined, and an optimum answer pattern can be provided for each customer according to the grade, and CS (customer satisfaction: Customer satisfaction) can be provided.
Satisfaction) can be expected to improve.

The database construction information includes, in addition to the technical skills, the inquiry status of the customer in the past, the frequency of use and the service impact in the work operation in which the problem occurred, the past record of responses from past cases, and the like. Confirm the database construction information on the display screen by grasping the contents of customer inquiries, select and input,
As a result, the service grade can be automatically extracted from the constructed database, and the optimum answer can be implemented.

[0014] In order to solve the above-mentioned problems, the present invention provides:
The grasped contents of the inquiry are reflected in a database prepared in advance, and each database construction information including the technical skill of the inquirer is assigned with a point and managed, and two or more answer patterns derived from the constructed database are prepared. , An optimal answer pattern to the inquiry is derived by totalizing the points.

[0015] In order to solve the above-mentioned problems, the present invention provides:
For an inquiry, used in an optimal answer pattern deriving system for deriving an optimal answer pattern by referring to a database, a computer-readable recording medium recording an optimal answer pattern deriving program, wherein the optimal answer pattern deriving program Is a step of reflecting the grasped contents of the inquiry in the database, a step of adding and managing points for each of the database construction information including the technical skill of the inquirer, and a step of dividing the answer pattern derived from the constructed database into two. Recording the recording of an optimal answer pattern deriving program for causing a computer to execute the above steps, comprising the steps of preparing the above and deriving an optimal answer pattern to the inquiry by totalizing the points. It is a body.

Further, the recording medium of the present invention further comprises a step of displaying an optimum answer pattern among two or more answer patterns derived from the constructed database and displaying a mask of the remaining answer patterns. This is a recording medium storing an optimal answer pattern deriving program characterized by the following.

Further, in the program according to the present invention, an optimal answer pattern deriving program used for an optimal answer pattern deriving system for deriving an optimal answer pattern by referring to a database for an inquiry, wherein Reflecting the information in the database, managing the database construction information including the technical skill of the inquirer by attaching points, preparing two or more answer patterns derived from the constructed database, And deriving an optimal answer pattern to the inquiry by summing the above. An optimal answer pattern deriving program for causing a computer to execute each of the above steps.

[0018] The program of the present invention may further comprise the step of displaying an optimum answer pattern among two or more answer patterns derived from the constructed database, and mask-displaying the remaining answer patterns. An optimal answer pattern deriving program according to claim 10.

[0019]

FIG. 1 is a block diagram showing an embodiment of an optimum answer pattern deriving system according to the present invention. Here, the internal configuration of the optimum answer pattern deriving system of the present invention is shown by developing its function. Each block shown here is specifically configured by a peripheral LSI including a CPU and a memory, and the CPU executes the functions of each block by reading out and sequentially executing programs recorded in the memory.

The optimal answer pattern deriving system of the present invention includes a database (DB) constructing unit 11, a point managing unit 12, an optimal answer pattern deriving unit 13, a display control unit 14, a database (DB) managing unit 15, , And a display screen 16. The DB construction unit 11 has a function of confirming the contents of the inquiry grasped by the operator on the display screen 16 and reflecting the contents on a prepared database (DB management unit 15) by selecting and inputting. The point management unit 12 has a function of attaching and managing points to each of the database construction information including the technical skill of the inquirer. The optimal answer pattern deriving unit 13 has a function of preparing two or more answer patterns derived from the constructed database and deriving an optimal answer pattern for the inquiry by counting points. The display control unit 14 has a function of displaying an optimum answer pattern among two or more answer patterns derived from the constructed database, and displaying a mask of the remaining answer patterns.

The DB management unit 15 stores a customer DB as a DB.
151, a business DB 152, and a case DB 153. The customer DB 151 has the technical skill of the inquirer as one of the database construction information. The business DB 152 has Q &
The maintenance status of the response manuals for failure recovery including the collection A and the urgency of the inquiry response are included as one of the database construction information. The case DB 153 has answer cases to past inquiries and case occurrence frequencies as one piece of database construction information. The optimal answer pattern deriving unit 13 refers to the customer DB 151 and has a high technical skill of the inquirer. Further, referring to the business DB 152, correspondence manuals for failure recovery are prepared and the answer is relatively urgent. Case DB15 is not required
By indexing 3, an inquiry manual for failure recovery is derived as an optimal answer pattern for the inquirer. If the technical skill of the inquirer is not high by referring to the customer DB 151, and if an inquiry is expected to continue to be generated from the past answer to the inquiry by referring to the case DB 153, the answer including the answer is optimal. Derived as an answer pattern.
Furthermore, for inquiries that occur at a low frequency by referring to the case DB 153 and are expected to increase in the future, the business DB 152 is indexed to derive a Q & A collection derived from the answer. Details will be described later.

FIGS. 2 to 7 are views cited for explaining the operation of the embodiment of the present invention shown in FIG. 1. FIG. 2 is a flowchart showing the entire operation procedure (FIG. 2). FIG. 3 shows a relationship with points (FIG. 3), FIG. 4, FIG. 5, and FIG. 6 cited for explaining a method of determining three patterns selected by the optimal answer pattern deriving unit 13, and an example of an answer pattern display It is a figure which shows each of (FIG. 7). Hereinafter, the operation of the exemplary embodiment of the present invention will be described in detail with reference to FIGS.

First, the operator receives a failure recovery support request from the inquirer or the contents of the consultation, interviews the operator to grasp the situation, displays the input screen shown in FIG. 3, and confirms each of the DB construction information. And make a selection (steps S21 to S23).

As shown in FIG. 3A, the customer DB1
Here, as DB construction information of 51, here, technical skills such as operation skills and business skills of the inquirer,
There are the past number of consultations of the inquirer, the business skills of the inquiring organization, the key persons and business skills of the inquiring organization, and the point management is performed for each of the optional items. For example, regarding the operation skill of the inquirer, there are low, normal, and high optional items, each of which has one point, two points, and three points.
Points and points are awarded. When the operator selects and inputs from these, the DB construction unit 11
B151 is constructed, and the points are managed by the point management unit 12. The same applies to other DB construction information.

As shown in FIG. 3B, the DB construction information of the business DB 152 includes, for example, a service influence degree, a business use frequency, and a description place of an inquiry in a manual. As in the case of the customer DB 151, point management is performed for each of the option items. Further, as shown in FIG. 3C, the DB construction information of the case DB 153 includes past cases of the inquiry organization, frequency of occurrence of cases of inquiry contents, number of responses to related cases of inquiry events, and the like. Like the customer DB 151 and the business DB 152, point management is performed for each of the option items.

Returning to the description of the flowchart shown in FIG.
After the DB is constructed, answer patterns are derived.
Here, three patterns are prepared as answer patterns, and the selection of “pattern 1” is performed by the point management unit 12.
Totals points and derives the optimal answer pattern 1
3 is performed by confirming through the databases 151, 152, and 153 that there are seven or more points corresponding to ● based on the determination table shown in FIG. 4 (steps S24, S25, and S26).
“Pattern 1” is selected when the inquiryer's skills are high, and there are abundant survey materials such as manuals, and the content is likely to be self-solvable and does not require urgency. Here, the answer of the hint to be investigated is proposed as "answer pattern 1" so that the inquirer can study.

The selection of the "pattern 2" is performed by the point management unit 12 which counts the points, and the optimum answer pattern deriving unit 13 corresponds to "●" through the databases 151, 152 and 153 based on the determination table shown in FIG. The determination is made by confirming that seven or more points exist (steps S24, S25, S2
7). “Pattern 2” is selected when the skill of the inquirer is not so high, and it is considered that a question will occur in a future work process from past cases. Here, as a precautionary notice, a question that may occur is proposed as "answer pattern 2".

The selection of the "pattern 3" is performed by the point management unit 12 which counts the points, and the optimum answer pattern deriving unit 13 corresponds to "●" through each database 151, 152, 153 based on the determination table shown in FIG. The determination is made by confirming that seven or more points exist (steps S24, S25, S2
8). “Pattern 3” is selected when the number of occurrence cases is small, the skills of the inquirer and the answering side are enhanced, and the number of inquiries is estimated to increase in the future. Here, an answer that enhances the understanding is derived while supplementing the content considered to be desired by the inquirer on the respondent side, and is proposed as “answer pattern 3”.

The contents of the answer are displayed on the display screen 16 of the computer operated by the operator (step S29), and the screen image is shown in FIG. For each answer pattern, only the portion selected as the answer pattern is displayed on the screen, and the other portions are mask-displayed. This control is performed by the display control unit 14.
Do. The operator shall notify the inquirer while looking at the displayed portion (step S30). If the customer is not satisfied with the answer, it can be dealt with by appropriately releasing the mask portion for explanation (step S31).

As described above, the present invention provides a mechanism for automatically determining a service grade by indexing a database based on the contents of a hearing and providing an optimum answer for each customer based on the grade. And
FIG. 8 shows the processing procedure in comparison with the conventional example. That is, in FIG. 8 (b), when there is an inquiry from the user, the operator interviews the contents and refers to each database consisting of the customer DB, the business DB, and the case DB, so that the optimum answer can be obtained inside the system. Is automatically obtained, and the answer pattern is answered to the customer who has made the request.

In the embodiment of the present invention, only the embodiment in which the operator searches the database based on the customer request via telephone or e-mail and notifies the optimum answer via the communication medium has been described. And by allowing the client to use the system by implementing the present invention on the server, or by opening the database to the user via an open network such as the Internet, the burden on the operator is reduced and a more efficient system Can be constructed. Also,
In the embodiment of the present invention, only the case where the system is used as the optimal answer pattern deriving system in the operation system of the exchange has been exemplified. It is.

Note that the DB construction unit 11 in FIG.
Point management unit 12 and optimal answer pattern derivation unit 13
, Display control unit 14 and database (DB) management unit 1
5 is recorded on a computer-readable recording medium, and the program recorded on the recording medium is read by a computer system constituting the present system. Are sequentially read and executed, whereby the optimal answer pattern deriving system of the present invention is constructed. The computer system referred to here is O
S and hardware such as peripheral devices are included.

Further, the computer system includes a homepage providing environment (or a display environment) if a WWW system is used. The computer-readable recording medium includes a floppy (registered trademark) disk, a magneto-optical disk, a ROM, and a CD.
-A storage medium such as a portable medium such as a ROM or a hard disk built in a computer system. Further, the computer-readable recording medium is a volatile memory (RA) in a computer system that is a server or a client when a program is transmitted through a network such as the Internet or a communication line such as a telephone line.
As shown in M), a program holding a program for a certain period of time is also included.

The above program may be transmitted from a computer system storing the program in a storage device or the like to another computer system via a transmission medium or by a transmission wave in the transmission medium. Here, the "transmission medium" for transmitting a program refers to a medium having a function of transmitting information, such as a network (communication network) such as the Internet or a communication line (communication line) such as a telephone line. Further, the program may be for realizing a part of the functions described above. further,
What can realize the above-mentioned function in combination with a program already recorded in the computer system, that is, a so-called difference file (difference program) may be used.

Although the embodiments of the present invention have been described in detail with reference to the drawings, the specific configuration is not limited to the embodiments and includes a design and the like within a range not departing from the gist of the present invention. It is.

[0036]

As described above, according to the present invention, the contents of an inquiry grasped by an operator are reflected in a database prepared in advance, and points are assigned to each of database construction information including the technical skill of the inquirer, and the points are managed. Two or more answer patterns derived from the constructed database are prepared, and the optimal answer pattern for the inquiry is derived by tallying points, whereby the service grade is automatically determined, and according to the grade, An optimum answer pattern can be provided for each customer. Therefore, CS (Customer Satisfaction: Customer
Satisfaction) will be improved. It should be noted that only the form in which the operator indexes the database based on the customer request via telephone or e-mail and contacts the requesting customer via the same communication medium regarding the optimal answer pattern has been described, but the client server system is used. By that
Alternatively, by opening the database to the user via an open network such as the Internet, the burden on the operator is greatly reduced, and a more efficient system can be constructed.

[Brief description of the drawings]

FIG. 1 is a block diagram showing an embodiment of an optimal answer pattern deriving system for an inquiry in the present invention.

FIG. 2 is a flowchart cited for explaining the operation of the embodiment of the present invention shown in FIG. 1;

FIG. 3 is a diagram cited for explaining the operation of the embodiment of the present invention, and is a diagram illustrating a relationship between a data structure of each database and points assigned to each of the database construction information.

FIG. 4 is a diagram cited for describing an operation of the exemplary embodiment of the present invention, and is a diagram illustrating an example of a determination table when “pattern 1” is selected.

FIG. 5 is a diagram cited for describing the operation of the embodiment of the present invention, and is a diagram illustrating an example of a determination table when “pattern 2” is selected.

FIG. 6 is a diagram cited for describing an operation of the exemplary embodiment of the present invention, and is a diagram illustrating an example of a determination table when “pattern 3” is selected.

FIG. 7 is a diagram cited for explaining the operation of the embodiment of the present invention, and is a diagram showing an example of a response content display screen configuration.

FIG. 8 is a processing conceptual diagram showing a comparison between a conventional example and the present invention for a processing procedure when an inquiry is made from a customer.

[Explanation of symbols]

11 DB construction unit, 12 point management unit, 13 optimal answer pattern derivation unit, 14 display control unit, 15 database (DB) management unit, 16 display screen, 151 customer DB, 152 business DB, 153… Example DB

Claims (11)

[Claims] 1. A database construction means for reflecting the grasped inquiry content in a database prepared in advance, a point management means for attaching and managing points for each database construction information including a technical skill of an inquirer; Optimal answer pattern deriving means, comprising: preparing two or more answer patterns derived from the database, and deriving an optimal answer pattern for the inquiry by totalizing the points. . 2. A display control means for displaying an optimum answer pattern among two or more answer patterns derived from the constructed database and mask-displaying the remaining answer patterns. 2. The optimal answer pattern deriving system according to 1. 3. The database includes: a customer database having at least the technical skill of an inquirer as one of database construction information; and at least a maintenance status of trouble handling manuals including a collection of Q & As, and an inquiry response. A business database that has the urgency of the database as one of the database construction information, and at least a case database that has answer cases to past inquiries and the case frequency as one of the database construction information. The optimal answer pattern deriving system according to claim 1. 4. The optimum answer pattern deriving means refers to each of the databases, has a high technical skill of an inquirer, prepares a response manual for failure recovery, and relatively urgently needs an answer. 4. The optimum answer pattern deriving system according to claim 1, wherein, if not performed, an investigation manual for the failure recovery is derived as an optimal answer pattern for an inquirer. 5. The optimum answer pattern deriving means refers to each of the databases, and if the technical skill of the inquirer is not high and if it is expected that an inquiry will continue to be generated based on past inquiry responses, the optimal response pattern deriving means is also included. The optimal answer pattern deriving system according to claim 1, wherein the optimal answer pattern is derived as an optimal answer pattern. 6. The optimum answer pattern deriving means refers to each of the databases, and the frequency of occurrence of cases is low.
4. The optimal answer pattern deriving system according to claim 1, wherein a question and answer collection derived from the answer is also derived for an inquiry expected to increase in the future. 7. A method in which the grasped contents of an inquiry are reflected on a database prepared in advance, points are assigned to each of database construction information including the technical skill of the inquirer, and managed, and an answer pattern derived from the constructed database. And calculating an optimal answer pattern for the inquiry by totalizing the points. 8. A computer-readable recording medium recording an optimal answer pattern deriving program, which is used in an optimal answer pattern deriving system for deriving an optimal answer pattern by referring to a database for an inquiry, wherein: The optimal answer pattern deriving program is a step of reflecting the grasped contents of the inquiry in the database, a step of adding and managing points for each of the database construction information including the technical skill of the inquirer, and a step of deriving from the constructed database An optimal answer pattern deriving program that causes a computer to execute each of the steps. Recorded recording medium. 9. The method according to claim 8, further comprising the step of displaying an optimum answer pattern among two or more answer patterns derived from the constructed database and displaying a mask of the remaining answer patterns. Recording medium for recording the optimal answer pattern deriving program described in 1. above. 10. An optimal answer pattern deriving program used for an optimal answer pattern deriving system for deriving an optimal answer pattern by referring to a database for an inquiry, the step of reflecting the grasped inquiry contents in the database. And a step of adding and managing points for each of the database construction information including the technical skill of the inquirer; a step of preparing two or more answer patterns derived from the constructed database; and aggregating the points. Deriving an optimal answer pattern to the inquiry according to the following. The optimal answer pattern deriving program for causing a computer to execute each of the steps. 11. The method according to claim 10, further comprising the step of displaying an optimal answer pattern among two or more answer patterns derived from the constructed database and displaying a mask of the remaining answer patterns. The optimal answer pattern derivation program described in.