JP2003067593A - Expert service provision system, expert management server, computer program, storage medium, and method of operating expert management server - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an expert service provision system making effective use of members at all times. SOLUTION: The expert service provision system comprises expert servers 104, users' terminals 106, and an expert management server 108. The expert management server includes an expert server management device 408 for classifying and registering the expert servers according to fields; a reception device 402 for receiving inquiries from the use's terminals; a classification device 412 for classifying the contents of the inquiries according to the fields; a selection device 414 for dynamically selecting one, two or more expert servers belonging to the fields which correspond to the contents of the inquires; an inquiry device 416 for inquiring the contents of the inquiries of the selected expert servers; and a transmission device 402 for receiving answers from the expert servers and transmitting the answers to the users' terminals. The system further includes an evaluation device 418 for quantitatively evaluating the services of the expert servers according to given evaluation parameters so that expert servers can be selected based on the evaluations made by the evaluation device.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a computer network system capable of performing atypical work according to the needs of users, and more particularly to a professional service providing system, a professional management server, a computer program, and a storage. The method of operating a medium and an expert management server.

[0002]

2. Description of the Related Art In recent years, with the spread of information processing devices such as computers, many routine tasks have been transferred from humans to information processing devices, and automation has been progressing. Furthermore, as an attempt to automate the atypical work by the information processing device,
Artificial intelligence and expert systems are being developed.

However, at present, there are limits to artificial intelligence and expert systems, and it is the actual situation that there is still nothing superior to humans regarding atypical work. In particular,
For tasks that require a high degree of knowledge and skills among atypical tasks, tasks that require a high degree of individuality, tasks that require creativity, or tasks that are less predictable, see doctors.
An approach by an expert such as a lawyer or a patent attorney is required.

On the other hand, with the spread of networks such as the Internet, search sites and search engines for searching various information developed on the Internet are used. However, it has been almost impossible for users to obtain answers to questions with high individuality, expertise, and creativity using conventional search sites and search engines centered on directory type engines and robot type engines.

On the Internet, in addition to search sites, consulting sites by various experts have been proposed, but the operation must be done manually, and user demands cannot keep up with changes in social trends. Was the reality.

[0006] For example, as a reply system by an expert, Japanese Patent Laid-Open No. 11-25174 discloses a reply automatic sending system. This system is equipped with a database of answers to typical questions, and if the database does not contain answer data for customer inquiries,
This is to automatically request a reply from the computer used by the person in charge of the window service to the computer used by the expert.

[0007]

However, the above-mentioned conventional expert service providing site has the following problems. (1) Recruitment of experts as respondents had to rely on human resources. (2) In addition, the registered experts are permanent,
The registration status was rarely reviewed according to the social situation and the work results of experts. (3) The expert work such as the answer by the expert is simply sent to the user, and the evaluation of the answer, that is, the evaluation of the customer's satisfaction is not actually performed. (4) Related services associated with professional services, for example,
There was no choice but to manually pay for the professional work and charge the bills. (4) The confirmation at the expert level had to rely on the vague standard of "reputation", and no quantitative objective standard was set. (5) When there was a question that required the knowledge of multiple experts, it was almost impossible to obtain an accurate answer considering the answers of multiple experts.

The present invention has been made in view of the above-mentioned conventional problems, and realizes quantification of business processing by an expert and activates the state of the expert according to the needs of the customer. The objective is to provide a new and improved professional service providing system that can be optimized.

[0009]

To solve the above problems, according to a first aspect of the present invention, an expert server, a user terminal, and an intermediary between the expert server and the user terminal. There is provided an expert service providing system including an expert management server, a expert server, a user terminal, and a network interconnecting the expert management server. The expert management server of the expert service providing system includes an expert server management device that pre-classifies and registers the expert server according to a pre-classified special area, and a receiving device that receives an inquiry from a user terminal. , A classification device for classifying the inquiry content according to the specialized area and one or more expert servers belonging to the specialized area corresponding to the inquiry content are preset from the expert servers registered in the expert server management device. A selection device that dynamically selects based on the selected selection order, an inquiry device that inquires the selected expert server about the inquiry content, and an answer to the inquiry content is received from the expert server and transmitted to the user terminal. And a transmitter.

According to the present invention, the expert server is classified in advance for each specialty area, and the optimum expert server is selected by the selection device according to the inquiry content from the user terminal. Depending on the inquiry content, a plurality of expert servers may be selected. In that case, an expert group is dynamically configured by the plurality of expert servers and responds to the inquiry content from the user terminal. With such a configuration, the user terminal can obtain the optimum answer, and the expert server is dynamically configured according to the inquiry content, so that it is always activated.

The expert management server has an evaluation device for quantitatively evaluating the work of the expert server based on a predetermined evaluation parameter, and the selection device selects a server based on the evaluation of the evaluation device. Can be configured as. According to such a configuration, the work result of the expert server can be objectively objective, so that the user can select a highly evaluated expert and obtain a more appropriate answer. Also, for the expert, his / her work result is quantitatively judged, so that the quality of the response can be improved.

The evaluation parameters include the response time of the expert server, the response amount, the customer satisfaction, the utilization rate, the nomination rate, etc., and the evaluation device uses these evaluation parameters independently.
Alternatively, a composite evaluation may be performed, and the expert server may be ranked according to the evaluation.

The evaluation device may be configured to evaluate the expert server periodically or as needed, and update the registration status of the expert server. The expert management server is
The specialization area may be reviewed regularly or as needed, and the registration status of the expert server may be updated.

Further, according to another aspect of the present invention for solving the above problem, there is provided an expert management server which mediates between a user terminal and an expert server via a network. The expert management server has almost the same configuration as the expert management server used in the expert service providing system, and therefore detailed description thereof will be omitted.

Further, according to another aspect of the present invention, there is provided a computer program that causes a computer to function as the expert management server, and a computer-readable storage medium storing the computer program.

Further, according to another aspect of the present invention, there is provided a method of operating an expert management server which mediates between a user terminal and an expert server via a network. In this expert management server management method, the expert management server pre-classifies and registers the expert server according to the pre-classified special area, receives an inquiry from the user terminal,
The receiving device managed by the expert and the inquiry contents are classified according to the expert area, and the expert server belonging to the expert area corresponding to the inquiry content is preset from the expert servers registered in the expert server management device. It is characterized in that selection is made based on the selected order, the inquiry content is inquired to the selected expert server, the answer to the inquiry content is received from the expert server, and is transmitted to the user terminal.

The expert management server may be configured to evaluate the work of the expert server and select the expert server based on the evaluation. In the evaluation, the response time of the expert server, the response amount, the result of the questionnaire to the user terminal, that is, the customer satisfaction, the utilization rate of the expert server, the nomination frequency, etc. can be referred to.

Further, the expert management server periodically or as needed evaluates the expert server, or reviews the expert area regularly or as needed to check the registration status of the expert server. It may be configured to update.

[0019]

BEST MODE FOR CARRYING OUT THE INVENTION Hereinafter, an expert service providing system, an expert management server, a computer program, configured according to the present invention, with reference to the accompanying drawings.
A preferred embodiment of a method of operating a storage medium and an expert management server will be described. In addition, in the following description and the accompanying drawings, members having substantially the same functional configuration will be denoted by the same reference numerals, and redundant description will be omitted.

(Outline of 1 Business Model) First, referring to FIG.
The concept of the business model of the expert service providing system according to the present embodiment will be described with reference to FIG. In this specification, "expert service" refers to a doctor, a lawyer,
It is a general term for all services in which specialists such as patent attorneys provide paid or free answers based on their own knowledge, experience, skills, etc.

(1.1 System Configuration) As shown in FIG. 1, in the information society, a computer device, a mobile phone,
Various information processing devices such as information appliances and mobile terminals are connected to each other.

Among these information processing devices, those who are superior in knowledge and skill to others, that is, the information processing devices belonging to the experts are the expert servers 104 (104a,
, 104n). Expert server 1
Reference numeral 04 is an information processing device including at least a central processing unit, a communication device, and a storage device, and is generally a computer device, but as already described, an information processing device such as a mobile terminal is also included.

As experts related to the expert server 104, in addition to intellectuals and technicians, qualified persons such as doctors, lawyers, patent attorneys, certified public accountants and their affiliated organizations, management consultants, labor insurance consultants, etc. Examples include consulting institutions, universities, graduate schools, vocational schools, prep schools, private supplementary schools, research institutes such as research institutes.

Similarly, among the information terminal devices connected to the network 102, those who want to receive the support of the knowledge and skill of the expert, that is, the information processing device belonging to the user are user terminals 106 (106a, 106b). , ..., 1
06n). The user terminal 106 is an information processing device including at least a central processing unit, a communication device, and a storage device, and is generally a computer device. However, as described above, an information processing device such as a mobile terminal is also available. included.

An expert management server 108 is further connected to the network 102. Expert management server 1
Reference numeral 08 is an information processing apparatus belonging to a service provider that mediates between the user terminal 106, which is the questioner, and the expert server 104, which is the respondent. The expert management server 108 is an information processing device including at least a central processing unit, a communication device, and a storage device, and is generally a computer device. As will be described later, the expert management server 108 manages information related to user terminals and expert servers, and the database related to these information is the expert management server 1
08 may be configured as the same unit or a different unit.

Next, a typical operation example of this system will be described.

It is assumed that an inquiry is made from a certain user terminal 106, for example, the user terminal 106a, to the expert management server 108 via the network 102. The expert management server 108 analyzes the inquiry content, selects an optimum expert server, for example, the expert server 104a, from the expert servers 104 classified in advance, and inquires about the inquiry content. If the content of the inquiry cannot be handled by the single expert server 104a, the expert management server 108 determines that the plurality of specialization servers 1
04, for example, an expert group α composed of 104a, 104b, 104c. Then, an inquiry can be made to the expert server 104 belonging to the expert group α to obtain the optimum answer.

The expert group is dynamically reconfigured according to the contents of the inquiry. Therefore, an expert group α is formed for one inquiry content, and an expert group β is formed for another inquiry content. Further, as will be described later, according to the present system, the state of the expert server 104, that is, the level of the expert server 104 and the appropriateness of the specialized field are analyzed regularly or as necessary, and the expert server 104 is analyzed. The registration status of 104 is updated. Further, the selection criteria of the expert server 104 are changed according to changes in social circumstances such as legal revisions. Therefore, even with the same inquiry content, different expert groups are dynamically selected according to changes in the social situation or changes in the registration status of the expert server 104.

(1.2 Method of Managing Expert Group (Expert Server)) The feature of the system according to the present embodiment is that the expert server 104, which is most suitable for answering an inquiry from the user terminal 106, is activated. Selection, the quantitative evaluation of the expert server 104, and the replacement of the expert server 104 are appropriately performed to activate the system.

FIG. 2 shows an outline of a management method of a group of experts including a plurality of expert servers 104.
As shown in the figure, in order to realize the management 200 of the expert group, (1) management 210 of the expert server 104, (2) recruitment 220 of the expert server 104, (3) expert server 1
Management of the expert server 104 is performed in each phase of the introduction 230 of 04, (4) activation 240 of the expert server 104, and (5) other 250.

(1.2.1 Management of Expert Server 21
0) In the management phase 210 of the expert server 104, the expert server 104 monitors the expert server 104 regularly or as needed (212).
The monitoring is performed based on the response time of the expert server 104, the utilization rate, etc., as described later. Further, the expert server 104 is quantitatively evaluated based on the monitoring result of the expert server 104 (214). Expert server 21
The evaluation 214 of 4 also includes a customer satisfaction survey 216 based on the questionnaire result for the user terminal 106.

(1.2.2 Recruitment of Expert Server 22
0) Recruitment of the expert server 104 In the 220 phase, the recruitment of the expert server 104 managed by the expert management server 108 is automatically performed. Expert management server 1
The expert server 104 wishing to participate in the expert site operated by 08 makes a registration application according to a predetermined application format. The expert management server 108 is the expert server 104.
After examining the specialized fields and processing capabilities of the
2) Register according to the specialized field and processing capacity in the expert database.

The registration is not permanent, and the expert server 104 is evaluated regularly and as needed. The expert management server 108, as described later,
The expert server replacement management is performed based on the evaluation (242), and when the result is negative, a warning is given to the corresponding expert server 104, or the registration is deleted, or the expert server is deleted. Dismiss 104 (2
24).

(1.2.3 Mediation of Expert Server 104 (230)) Mediation Phase 230 of Expert Server 104
When there is an inquiry from the user terminal 106, the contents of the inquiry are classified, the expert server 104 that matches the classification is selected, and the user terminal 106 and the expert server 104 are mediated, The optimum answer is provided to the user terminal 106. In addition, when a plurality of expert servers 104 are required for the reply, a group of experts is configured from the plurality of expert servers 104, an optimum answer is searched for, and the optimum answer is provided to the user terminal 106.

(1.2.4 Activation Phase (240) of Expert Server 104) In the activation phase 240 of the expert server 104, the quality of the expert server 104 is maintained or improved. As a specific method of activating the expert server 104, (1) activation of the expert server 104 itself (242) and (2) response to environment such as social situation (244, 246) are performed.

Activation of the expert server 104 itself is carried out in the form of replacement management 242 of the expert server.
The expert management server 108 refers to the quantitative evaluation performed in the subdirectory of the management phase 210 of the expert server 104 periodically or as needed, and dismisses the inappropriate expert server 104 (224), Alternatively, the new expert server 104 is hired (222). Alternatively, the specialized field itself of the registered expert server 104 is reviewed, and the specialized server 104 is reallocated to the optimum specialized field. Alternatively, as a result of the quantitative evaluation, the reward rank of the expert server 104 whose quality is recognized to be improved is increased, and the incentive of the specialization server 104 is improved.

For the environment such as the social situation, the management analysis phase 2 of the social situation such as the law revision and the change of social interest
44 and the specialized server 104 based on the analysis result.
Of the application field of 246. The expert server 1
Expert server 1 for making decisions on 04 specialized fields, etc.
It is used when 04 is replaced.

(1.2.5 Other Phase (25
0)) Other In Phase 250, ancillary work for expert group management is performed. As ancillary work, there are management of databases related to the expert server 104 and the customer terminal 106, charging processing for services provided to the customer terminal 106, payment processing for the work of the expert server 104, and the like.

(2 Expert service providing system 100
Next, the configuration of each component of the expert service providing system 100 according to the present embodiment will be described.

(2.1 Network 102) The network connects the expert server 104, the user terminal 106, and the expert management server 108 so that they can communicate with each other bi-directionally, and is typically a public network such as the Internet. It is a circuit network, but it also includes closed circuit networks such as WAN and LAN.
In addition, the connection method includes a satellite communication network and the like regardless of whether it is wired or wireless.

(2.2 Expert Server 104) The expert server 104 is an information processing device including at least a central processing unit, a communication device, and a storage device, and is generally a computer device, but has already been described. Thus, an information processing device such as a mobile terminal is also included. The expert server 104 can also be configured as a computer system that allows an expert associated with the expert server 104 to manually search a database or the like and reply to an inquiry from the expert management server 108. Alternatively, it can be configured as an expert system that can automatically answer inquiries.

FIG. 3 shows the configuration of a typical expert server 104 configured as a computer device. As shown in the figure, the expert server 104 includes a communication device 302 connected to the network 102, a determination processing device 304 that analyzes the content of an inquiry from the expert management server 108, and various specialist areas related to the expert server 104. Database 306 in which information is stored and the expert server 1
The display device 308 and the input device 310 such as a mouse and a keyboard constitute a man-machine interface with an expert related to the computer 04.

The expert server 104 is classified and registered for each specialized field from among those that have met a predetermined standard in advance. The expert management server 108 regularly or as needed evaluates the expert server 104 and updates the registration status of the specialization server. In addition, the expert management server 108 regularly or as needed reviews the specialized area, which is a classification standard of the expert server described later, and updates the registration status of the expert server, so that the social situation such as the revision of the law can be confirmed. It can flexibly and dynamically respond to changes and changes in social concerns.

(2.3 Expert Group) Expert Group, FIG. 1
As shown in FIG.
It is a unit dynamically configured from a plurality of expert servers 104 in response to an inquiry from 06. The expert group can also statically configure members for a particular inquiry. However, according to the characteristic point of the expert service providing system according to the present embodiment, the expert server 104 capable of optimally responding to the inquiry content is flexibly and dynamically configured for each inquiry content. However, the optimum answer can be provided to the user terminal 106.

(2.4 User Terminal 106) The user terminal 106 is an information processing apparatus including at least a central processing unit, a communication apparatus, and a storage apparatus, and is generally a computer apparatus, as shown in FIG. ), A laptop type portable computer 312, a mobile phone 314, a mobile terminal 316, etc. can be illustrated. User terminal 1
The user associated with 06 accesses the expert management server 108 via the user terminal 106 and inquires about matters requiring expert advice. The expert management server 108 requests the appropriate expert server 104 for an answer in response to the inquiry, and sends the answer to the user terminal 106. The user can confirm by using an appropriate display device or the like belonging to the user terminal 106.

From the user terminal 106 to the expert management server 1
The inquiry sent to 08 includes various contents. As in the case of "Q &A", a simple question and answer correspond one-on-one, and like the creation of a portfolio, the expert server 104 performs some processing upon receiving information from the user terminal 106. Various items that can be handled by a specialist are included, such as those that are answered by making an answer and those that the specialist server 104 needs to individually respond to an inquiry from the user terminal 106, such as advice.

(2.5 Expert Management Server 108) The expert management server 108 is a user terminal 106 which is an interrogator.
Is an information processing apparatus belonging to a service provider that mediates between the expert server 104 that is a respondent. The expert management server 108 is an information processing device including at least a central processing unit, a communication device, and a storage device, and is generally a computer device. As will be described later, the expert management server 108 manages information on user terminals and expert servers, and even if the database related to these information is configured as the same unit as the expert management server 108,
It may be configured as a separate unit.

FIG. 4 shows an example of the expert management server 108. As shown, the expert management server 10
8 is a transmission / reception device 402, a user terminal management device 404,
User database 406, expert server management device 40
8, expert database 410, classification device 412, selection device 414, inquiry device 416, evaluation device 418 and the like.

The transmission / reception device 402 is a communication device such as a modem or a router having a function of receiving information from the outside via the network 102 such as the Internet or transmitting the information from the expert management server 108 to the outside. . The information received from the outside includes the user terminal 106.
And application information of expert server 104, user terminal 10
There are inquiry information from 6 and information on social situation such as law revision. The information transmitted to the outside includes expert service providing site information provided by the expert management server 108, reply information from the expert server, and the like.

The user terminal management device 404 manages, together with the user database 406, information about users who use the expert service providing system according to the present embodiment. In order to use the professional service providing system, the user needs to provide predetermined personal information, for example, the user's e-mail address, the information about the ability to pay for the service provision, and the information about the user terminal 106 about the user. It is transmitted to the terminal management device 404. The user terminal management device 404 distributes the personal identification number (ID) and password (PW) to the user who has cleared the predetermined examination criteria. After that, the user can operate the appropriate user terminal 106 to access the expert management server 108 and use the expert service.

The user terminal management device 404 is not limited to the user information registration job for the user terminal 106.
It also monitors the usage status, etc., and issues a warning to users who are in violation of manners and users who have poor payment status, and deletes the registration of inappropriate users. The user terminal management device 404 determines the usage rate of the user terminal 106, the user terminal 10
It also manages the nomination rate of the expert server 108 from 6 and so on.
Further, the user terminal management device 404 conducts a questionnaire to the user and manages the questionnaire result. These data are sent to the evaluation device 418 and used as evaluation parameters for quantitatively evaluating the quality and level of the expert server 108.

The expert server management device 408 manages the expert database 410 and information about the experts who are members of the expert service providing system according to the present embodiment. Expert management usually involves the steps of registering expert information, monitoring the work status of experts, updating or deleting expert information. Therefore, the expert server management device 408, as shown in FIG.
2, an expert monitoring device 604, and an updating device 606.

The expert registration device 602 receives an application from an expert who wishes to become a member of the present system, performs a predetermined examination, and when the recruitment criteria are satisfied, the expert registration device 602 is selected according to the specialized field. Register in the home database 410. After registration, the expert server management device 602 assigns an identification number (ID) and a password (PW) to the expert server 108 related to the expert. When an inquiry such as a question is made from the user terminal 106, an optimum one for making an answer is selected from the registered expert servers 108 by the selection device 416 described later, and the inquiry such as the question is made. Is done.

The expert monitoring device 604 is the expert server 1
The work status and specialized fields of 08 are monitored regularly or as needed. In order to activate the expert service providing system, the quality and level of the work of the expert server 108 is quantitatively evaluated by the evaluation device 418 described later, and the evaluation result is specialized by the expert server management device 408. It is reflected in the registration status of the home server 108. Therefore, the expert monitoring device 604 monitors the work status of the expert server 108 through the evaluation of the evaluation device 418.

The updating device 606 is an expert monitoring device 604.
As a result of the monitoring by, the registration status of the expert server 108 is updated according to the quality and quantity of the work. Expert monitoring device 6
As for the expert server 108 whose evaluation is positive as a result of the monitoring by 04, the incentive for the work can be increased by increasing the rank, allocating more work, or increasing the reward level. On the other hand, regarding the expert server 108 whose evaluation is negative as a result of the monitoring by the expert monitoring device 604,
It is possible to lower the rank, reduce the work amount, lower the reward level, or give a warning or perform the deregistration procedure when the degree of negativeness is large.

The classification device 412 analyzes the contents of the inquiry transmitted from the user terminal 106 and classifies the contents. The classification of the inquiry contents corresponds to the classification of the experts performed in the expert server management device 408. as a result,
In the selection device 414 described later, it becomes possible to associate the inquiry from the user terminal 106 with the expert server 104 that answers the inquiry.

The selecting device 414 selects the optimum expert server 104 that answers the inquiries classified by the classifying device 412 according to a preset selection order. In the selection, the selection result is determined by referring to the evaluation result performed by the evaluation device 418 described later. The order of selection can be freely set according to the intention of the system configuration. For example, it is possible to set the selection order such that the expert server 104 having a higher level is assigned according to the order, or it is possible to set the selection order in which the inquiry is preferentially assigned to the expert server 104 having less work.

One expert server 1 for an inquiry
If the answer is also 04, one expert server 104 is selected. On the other hand, when it is necessary to reply to an inquiry that cannot be answered by only one specialized server 104, the selection device 414 is used.
Selects an expert group composed of a plurality of expert servers 104.

The inquiry device 416 inquires of the expert server 104 or the expert group selected by the selection device 414 about the inquiry from the user terminal 106.

The evaluation device 418 quantitatively evaluates the work status of the expert server 104 according to a predetermined evaluation parameter. As shown in FIG. 5, the evaluation device 418 includes a judgment processing device 502, an evaluation parameter totaling device 504, and the like.

The judgment processing device 502 performs various judgment processing operations related to the evaluation device 418. Evaluation device 41
A typical determination processing operation performed by the server 8 is the evaluation of the expert server 104 based on the evaluation parameters totaled by the evaluation parameter totaling device 504. The evaluation result performed by the judgment processing device 418 is the selection device 414 or the expert server management device 4
08, and is used as an index for selecting the expert server 104 and managing the expert server 104.

The evaluation parameter totaling device 504 totalizes evaluation parameters. As the evaluation parameters, the response time until the expert server 104 gives a response, the response amount of the expert server 104, the satisfaction level of the user terminal 106, the usage rate of the expert server 104, the nomination rate of the expert server 104, etc. There is. The aggregation of the evaluation parameters may be performed in real time or may be performed ex post based on the history stored in the expert database 410.

The response time until the expert server 104 gives a response is, for example, the difference between the inquiry timing from the expert management server 108 to the expert server 104 and the reply timing from the expert server 104 to the expert management server 108. It can be aggregated by measuring with a timer or the like.

The response amount of the expert server 104 is, for example,
It is possible to add up by counting the number of words and the number of bytes of the reply transmitted from the expert server 104 to the expert management server 108.

The degree of satisfaction of the user terminal 106 can be calculated by sending a questionnaire to the user terminal 106 together with the answer from the expert server 104 and based on the result of the questionnaire. The questionnaire may be sent to the user terminal 106 after the answer. Further, the user terminal 106 may directly access the expert management server 108 and make an input on the questionnaire input screen.

The utilization rate of the expert server 104 can be determined according to the field of the inquiry transmitted from the user terminal 106. For example, in the field where there are many inquiries from the user terminal 106, that is, in the field where the usage rate is high, it is possible to deal with the problem by increasing the number of expert servers 104 to which it belongs. On the other hand, the user terminal 1
For fields where the number of inquiries from 06 is small, that is, fields where the utilization rate is low, it is possible to reduce the number of expert servers 104 to which the fields belong or to delete the fields themselves to reduce waste.

The utilization rate of the specialized server 104 can also be determined according to the number of responses from the expert server 104. For example, the expert server 104 having a large number of responses can be dealt with by increasing the rank or increasing the reward, assuming that the utilization rate is high. On the contrary,
As for the expert server 104 having a small number of answers, it can be dealt with by lowering the rank or lowering the reward, assuming that the utilization rate is low.

The nomination rate of the expert server 104 can be totaled based on the number of nominations of the expert server 104 by the user terminal 106. The expert service providing system can be configured so as not to accept the appointment of the expert server 104 in order to prevent the concentration of inquiries to the particular expert server 104, but an additional charge such as a nomination fee. Assuming payment of specific server 1
It is possible to adopt a configuration that allows 04 designation.

(3 Operation of Expert Service Providing System) Next, an embodiment of the operation of the expert service providing system configured as described above will be described.

(3.1 Inquiry Process from User Terminal 106) First, the inquiry process from the user terminal 106 will be described with reference to FIGS. 7 and 8. Note that FIG. 7 is a flowchart showing an outline of the inquiry processing, and FIG. 8 shows the user terminal 1 during the inquiry processing.
It is an example of a screen configuration displayed on the display device of No. 06.

As described above, the user terminal 106
However, in order to use the expert service providing system according to the present embodiment, pre-registration is necessary, and if the registration is accepted, an identification number (ID) and password unique to each user terminal 106. (PW) is assigned.

The user terminal 106 accesses the expert service providing site operated by the expert management server 108 via a network such as the Internet. When the user terminal 106 receives the provision of the service, a user terminal authentication screen such as the screen S802 is displayed. Therefore, the ID and PW are input on this screen S802 (S702). If the entered ID and PW are correct, access is permitted, and if incorrect, access is denied.

When the authentication of the user terminal 106 is completed, the inquiry content is input (S702). According to the present embodiment, the input of the inquiry content is made up of two stages: selection of the category and input of the inquiry content. First, on the category selection screen S804, a category including the content to be inquired is selected from the categories displayed as images. Then, in the content input screen S806, the content to be actually inquired is input. Next, the content confirmation screen S808 is displayed,
After confirming the content, a reception completion notification screen S810 is displayed.

When the expert management server 108 receives the inquiry contents, the classification device 412 classifies the inquiry contents (S706). In this embodiment, the user terminal 106 side employs a method of selecting the category of the inquiry content in advance. However, the user terminal 106 side is only allowed to input the inquiry content and the inquiry content The document may be automatically analyzed to classify the content.

When the inquiry contents are classified by the classification device 412, the classification result is notified to the selection device 414, and the selection device 414 determines the expert server 104 capable of providing the optimum answer to the inquiry contents. The expert server 104 registered in the expert database 410 is selected.

Next, the inquiry device 416 of the expert management server 108 inquires the expert server 104 selected by the selection device 414 about the inquiry content received from the user terminal 106 (S708).

The expert server 108 examines the inquiry content received from the inquiry device 416, creates an appropriate answer, and sends it to the inquiry device 416 (S710). The inquiry device 416 transfers the received reply to the user terminal 106, and a series of inquiry processing from the user terminal 106 is completed. Further, the inquiry device 416 is the expert server 108.
The history regarding the answers from the expert server management device 40
8 and stores it in the expert database 410 so that the evaluation device 418 can use it when the expert server 108 is evaluated.

(3.2 Evaluation Process of Specialization Server 104) Next, the evaluation device 418 of the expert management server 108.
The evaluation method of the expert server 104 by the will be described. As described above, in the expert service providing system according to this embodiment, the expert server 10
By evaluating the work state of No. 4 regularly or as needed, the system activation such as improvement of the quality of the reply contents of the expert server 104 and shortening of the reply time is realized.

As already explained, the evaluation device 418
Is an expert server 10 based on a predetermined evaluation parameter.
Quantify the work situation of 4. As an evaluation parameter,
Response time until the expert server 104 gives a response, the response amount of the expert server 104, the degree of satisfaction of the user terminal 106,
The utilization rate of the expert server 104, the nomination rate of the expert server 104, and the like.

(3.2.1 Judgment Process Based on Response Time) First, the judgment process based on the response time will be described with reference to FIG. The evaluation device 418 scores the answer time in the answer history of the expert server 104 regularly or as needed (S902).

The response time until the expert server 104 gives an answer is, for example, the difference between the inquiry timing from the expert management server 108 to the expert server 104 and the reply timing from the expert server 104 to the expert management server 108. It can be aggregated by measuring with a timer or the like. In scoring, a scoring table as shown in S904 can be used.

Next, it is judged whether or not the scored response time exceeds a preset reference value (S).
906). This determination may be made each time the expert server 104 makes a reply, or may be made at a stage when a certain number of answers have been collected.

As a result of the judgment, when the scored response time exceeds the reference value, the expert server management device 408
Performs rank-up processing for the corresponding expert server 104 (S908). In the rank-up processing, processing for increasing the incentive of the corresponding expert server 104, such as increasing the work allocation to the corresponding expert server 104 or increasing the reward, is performed.

On the other hand, as a result of the judgment, when the scored response time is shorter than the reference value, the expert server management device 408 causes the corresponding expert server 104 to reduce the reward, Activity stop processing is performed (S91).
0).

(3.2.2 Judgment Process Based on Response Amount) Next, the judgment process based on the response amount is shown in FIG.
Will be described with reference to. The evaluation device 418 scores the answer amount in the answer history of the expert server 104 regularly or as needed (S1002).

The amount of answers until the expert server 104 gives a reply can be totaled by counting the number of words and the number of bytes of the reply transmitted from the expert server 104 to the expert management server 108, for example. . For scoring, a scoring table as shown in S1004 can be used.

Next, it is judged whether or not the scored answer amount exceeds a preset reference value (S1).
006). This determination may be made each time the expert server 104 makes a reply, or may be made at a stage when a certain number of answers have been collected.

If the scored response amount exceeds the reference value as a result of the determination, the expert server management device 408 determines that
Rank-up processing is performed on the corresponding expert server 104 (S1008). In the rank-up processing, processing for increasing the incentive of the corresponding expert server 104, such as increasing the work allocation to the corresponding expert server 104 or increasing the reward, is performed.

On the other hand, as a result of the determination, when the scored response amount is below the reference value, the expert server management device 408 reduces the reward to the corresponding expert server 104, Activity stop processing and the like are performed (S101
0).

(3.2.3 User Satisfaction Judgment Process) Next, the user satisfaction judgment process will be described with reference to FIG. Evaluation device 418
The expert server 104 regularly or as needed.
Score the user satisfaction in the answer history (S110)
2).

The degree of user satisfaction with the expert server 104 can be calculated by, for example, transmitting a questionnaire to the user terminal 106 together with the answer from the expert server 104 and calculating the questionnaire result. . In addition,
The questionnaire may be sent to the user terminal 106 after the answer. Further, the user terminal 106 may directly access the expert management server 108 and make an input on the questionnaire input screen. In scoring, S11
A scoring table as shown in 04 can be used.

Next, it is determined whether the scored user satisfaction exceeds a preset reference value (S1106). This determination may be made each time the expert server 104 makes a reply, or may be made at a stage when a certain number of answers have been collected.

As a result of the judgment, when the scored user satisfaction exceeds the reference value, the expert server management device 40
8 performs rank-up processing on the corresponding expert server 104 (S1108). In the rank-up processing, processing for increasing the incentive of the corresponding expert server 104, such as increasing the work allocation to the corresponding expert server 104 or increasing the reward, is performed.

On the other hand, as a result of the judgment, when the scored user satisfaction is below the reference value, the expert server management device 408 rewards the corresponding expert server 104. Reductions, activity suspension processing, etc. are carried out (S1
110).

(3.2.4 Utilization Rate Judgment Process) Next, the utilization rate judgment process is shown in FIG.
Will be described with reference to. The evaluation device 418 converts the utilization rate (number of answers) in the answer history of the expert server 104 into points, periodically or as needed (S1202). For scoring, a scoring table as shown in S1204 can be used.

The utilization rate for the expert server 104 can be determined according to the field of the inquiry transmitted from the user terminal 106. For example, in the field where there are many inquiries from the user terminal 106, that is, in the field where the utilization rate is high, it is possible to deal with the problem by increasing the number of the expert servers 104 to which it belongs (S1208). On the other hand, in fields where the number of inquiries from the user terminal 106 is small, that is, fields in which the utilization rate is low, the number of expert servers 104 to which the fields belong is reduced, or the fields themselves are deleted to reduce waste. It is possible (S
1210).

The utilization rate of the specialized server 104 can also be determined according to the number of answers from the expert server 104. For example, the expert server 104 having a large number of answers can be dealt with by increasing the rank or increasing the reward, assuming that the utilization rate is high (S1208).
On the other hand, regarding the expert server 104 having a small number of answers, it can be dealt with by lowering the rank or lowering the reward, assuming that the utilization rate is low (S121).
0).

(3.2.5 Decision Process Based on Nomination Rate) Next, the decision process based on the nomination rate is shown in FIG.
Will be described with reference to. The evaluation device 418 scores the nomination rate in the answer history of the expert server 104 periodically or as needed (S1302).

The nomination rate for the expert server 104 can be calculated based on the number of nominations of the expert server 104 by the user terminal 106, for example. In scoring, a scoring table as shown in S1304 can be used.

Next, it is judged whether or not the scored nomination rate exceeds a preset reference value (S1).
306). This determination may be made each time the expert server 104 makes a reply, or may be made at a stage when a certain number of answers have been collected.

As a result of the judgment, when the scored nomination rate exceeds the reference value, the expert server management apparatus 408 determines that
Rank-up processing is performed on the corresponding expert server 104 (S1308). In the rank-up processing, processing for increasing the incentive of the corresponding expert server 104, such as increasing the work allocation to the corresponding expert server 104 or increasing the reward, is performed.

On the other hand, as a result of the judgment, when the scored nomination rate is lower than the reference value, the expert server management device 408 reduces the reward to the corresponding expert server 104, Activity stop processing is performed (S131).
0).

(3.3 Expert Server Replacement Process) Next, referring to FIGS. 14 and 15, the expert server 104 (expert group) replacement in the expert service providing system according to the present embodiment. Describe the process. Note that FIG. 14 shows the expert server 104.
FIG. 15 shows an outline of the replacement process of (expert group), and FIG. 15 shows an outline of the process of excluding the expert server 104 (expert group) or the user terminal 106 that is determined to be inappropriate from the system. Is shown.

As described above, in order to improve the quality of expert service and shorten the response time, it is necessary to maintain a certain degree of tension in the specialized server 104.
Furthermore, it is necessary to sharply grasp changes in social conditions such as legal revisions and change the specialized area itself provided by expert services. In order to meet these demands, in the expert service providing system according to the present embodiment, the expert server 104 (expert group) is replaced regularly or as needed.

(3.3.1 Replacement of expert server)
As described above, the expert management server 108 regularly or as needed requires the expert server management device 40 to
8 manages and manages the work status of the expert server 104 (expert group) (S1402). At the same time, changes in social conditions such as legal revisions and VOCs
We are investigating and analyzing Customer (s140)
4).

In the flow shown in FIG. 14, whether or not the expert server 104 (expert group) itself is to be reviewed,
Alternatively, it is determined whether or not the expert server 104 (expert group) and the target specialized area to which the inquiry content is assigned (S1406).

Here, when the expert server 104 (expert group) is to be reviewed, the process proceeds to step S1408, and the evaluation device 418 periodically performs the process as described with reference to FIGS. Alternatively, if necessary, the expert server 104 (expert group) is evaluated based on various evaluation parameters. Then, the evaluation value and the reference value are compared (S1410). If the evaluation value exceeds the reference value, it is not necessary to replace the expert server 104 (expert group), so the process returns to step S1402, and the expert server 104 (expert group) is supervised and managed. continue.

On the other hand, in the case of reviewing the target specialized area, the process proceeds to step S1412, and it is first determined whether the review period has elapsed. Here, a case has been described as an example where the target specialized area is regularly reviewed, but of course, the review may be performed irregularly as needed.

When the predetermined review period has elapsed, the necessity of replacing the target specialized area is examined in step S1414 based on the information collected in step S1402 and step S1404. Furthermore, it is examined in step S1416 whether the application field should be changed.

Steps S1414 and S141
6. After the examination in step S1410, the replacement policy of the expert server 104 (expert group) is determined (S1418). According to the decision, the expert server 10
4 (expert group) is executed (S142)
0). The replacement of the expert server 104 (expert group) is actually performed in the form of recruitment / replenishment and replacement of the expert server 104 (expert group) as shown in step S1422. At that time, contact with various specialists (specialist groups) such as medical associations, bar associations and patent attorneys' associations (S1424), and develop new professionals (specialist groups) by self-recommendation / other recommendation ( (S1426), or a new expert (group of experts) can be cultivated by network search (S1428).

When a series of operations are completed and the expert server 104 (expert group) and the user terminal which are considered to be inappropriate are excluded, the process proceeds to step S1500, and FIG.
Execute the flow shown in. If the elimination process of step S1500 is unnecessary, the process returns to step S1402,
The supervision and management of the expert server 104 (expert group) is continued.

(3.3.2 Exclusion of Inappropriate Expert Server / User Terminal) Next, the process of excluding inappropriate expert servers / user terminals will be described with reference to FIG.

First, it is determined whether the exclusion target is the expert server 104 (expert group) or the user terminal 106 (S1502). When the exclusion target is determined, the access authority of the exclusion target is temporarily stopped (S1504), and a change notification of the access authority content is sent to the exclusion target expert server 104 (expert group) or the user terminal 106. Is performed (S1506). After that, the expert server 104 (expert group) or the user terminal 1 corresponding to the exclusion process
The authority to log in to the expert service providing system of 06 is suspended (S1508).

Next, in step S1510, as a stricter sanction, it is evaluated whether or not the fact that the transaction of the expert server 104 (expert group) or the user terminal 106 corresponding to the exclusion process is announced (S151).
0). If the evaluation does not apply to the public evaluation, the series of exclusion processes is terminated. On the other hand, in the case of the public evaluation, the fact of the transaction suspension of the expert server 104 (expert group) or the user terminal 106 corresponding to the exclusion process is announced (S1512), and a series of exclusion processes is performed. To finish.

(4. Professional service providing system using information image) In recent years, as a communication tool on the Internet, one of image information and related information which causes an operator to perform a predetermined operation based on the image information is provided. A method of using so-called "information image", which is processed as a handling unit of, has been proposed.

This information image can handle a plurality of motions in association with one image at a time, guide the user to a plurality of information in a cyclic manner, and manage a plurality of information as a group. Since it is possible to guide the user to the group, it can be a very effective guiding means for the information provider.

(4.1. Information Image) First, the structure of the information image that plays a central role in the information management system and the like according to the present embodiment will be described.

The “information image” handled in this embodiment is an information file configured as an information unit in which image data and related information are linked or as an information object. In other words, the information image links image data such as the owner's face photograph and the company's symbol mark with related information such as the owner's name, company name, address, telephone number, mail address, homepage address, etc. , It is one handling unit, and work such as transmission on the network can be realized by a single handling process.

As described above, the information image has the major features that (1) it is composed of image data and related information, and (2) that the image data and related information can be processed as one handling unit. I am trying. The information image is a new communication tool that enables the operator to access various information on the network by using the image data displayed on the display device of the client as an entrance (portal). This is what constitutes a personal portal site for the so-called person.

(4.2 Image Data) "Image data", which is one component of the information image, can be specified based on image specifying information such as a file name or identification information embedded inside. Is. Then, it acts so as to be displayed as an image on the information display device of the client. More specifically, the image data is a data stream relating to an image that adopts various formats such as GIF format, JPG format, and PCX format.

(4.3 Related Information) "Related information", which is another component of the information image, is static information such as the owner's name, name, and address, as well as e-mail address and homepage URL. As described above, it includes dynamic information for guiding the operator of the terminal to a specific action by using the image information as a clue. Static information is registered in advance by the user,
This is data managed in the database of the information image card management server. On the other hand, the dynamic information is, for example, the information (URL, IP address, etc.) that specifies the address of the information on the network when the operator of the terminal wants to refer to the information on the specific server. . Also, if you want to run a specific program,
The program name or the program itself may be used. For example, it may be instruction information for obtaining new image information from the server.

In order to be able to process the image information and the related information having the above structure as one handling unit or object, according to this embodiment, the related information is related to the specific image information. Information is embedded.

(4.4 Information Image Client Software (Information Image Folder)) The information image client software is software for enabling the information image to be used by a client (user) such as a computer. The information image client software is managed by the information image client software management server described later. A user who intends to use the information image or the information image card activates the information image client software installed in the client. Then, by dragging and dropping the information image delivered by mail or the icon of the information image card displayed on the web browser into the folder for information images displayed in a folder format on the display device of the client, for example. By this, an information image card can be created.

If the client computer is not equipped with the information image client software, the client must access the information image client software management server via the network and download the information image client software. Is possible.

As will be described later, the information image client software is configured to display a plurality of folders on the display device of the client computer. Image data of the information image is displayed in the folder. To display the related information, for example, the operator operates the mouse to move the pointer to the position of the information image, and right-clicks the mouse to display the related information. The details of the operation of the information image card will be described later.

In the information management system according to the present embodiment, the information image client software is displayed in a folder format on the display device of the client. However, the present invention is not limited to this example. Not limited. It is also possible to start the information image client software invisible to the user and configure the information image card as if it were on the desktop.

The information image client software exchanges information by logging in and communicating with the information image client software management server at the time of startup. With this configuration, for example, if there is any update in the information associated with the information image incorporated in the client,
It is possible to make a push report to the client. At the same time, when there is a change such as deletion of the information image registered in the client from the folder, the fact is reported to the information image client software management server. With such a configuration, it is possible to easily and surely track information that changes moment by moment, like the centralized management of information in the information management system according to the present embodiment.

(4.5 Example of Configuration of Professional Service Providing System Using Information Image) FIG. 16 shows an example of configuration of the professional service providing system using an information image. Figure 1
The basic configuration of the expert service providing system shown in 6 is the same as that of the expert service providing system shown in FIG. Therefore, the system is based on the expert server 1604.
A user terminal 1606, an information image correspondence expert management server 1608, and a network 1610 that connects these devices so as to enable bidirectional communication.

Expert server 1604 and user terminal 160
The basic configuration of 6 is the same as the expert server 104 and the user terminal 106 shown in FIG. However, in the system shown in FIG. 16, the expert server 1604 and the user terminal 1606 have the information image client software incorporated therein, and the information image folders 1700, 18
00 can be displayed respectively.

Information image corresponding expert management server 1608
In addition to the expert server 104 shown in FIG. 4, it has a generation server 1612 for generating information images and a database 1614 for managing the generated information images.

The expert service providing system shown in FIG. 16 includes an information image client software management server 1616 in addition to the configuration shown in FIG. The information image client software management server 1616 is the expert server 1
It is software for making the information image available on the user interface 604 or the user terminal 1606. The information image client software management server 1616 manages not only issuance of the information image client software but also the distribution thereof.

FIG. 17 shows an example of the information image folder 1700 displayed on the user terminal 1606.
In the illustrated example, as an example of the expert service providing system, a state in which a folder in which "medical consultation" is displayed on the tag is opened is shown. The information image folder 1700 has folders for legal consultation and life consultation in addition to medical consultation, and the user operates the mouse or the like to click the tag to be inquired and open the related folder. It is possible.

The medical consultation folder contains information images 17 related to the portal site of the expert service providing system.
02, an information image 1704 related to a dentist, an information image 1706 related to an internal medicine doctor, and an information image 1708 related to a dermatologist are displayed. The user places the pointer at the position of the information image to be inquired and right-clicks the mouse to display the information window 1710, inputs the inquiry content, and informs the information image handling expert management server 1608. It is possible to send the required information.

FIG. 18 shows an example of the information image folder 1800 displayed on the expert server 1604. In the illustrated example, a state in which a folder displayed as a job in the tag is opened is shown. Information image folder 18
In addition to this, 00 has folders for management, payment, etc., and the user can open the related folder by clicking the tag for which an inquiry is to be made by operating the mouse or the like.

The job folder contains information images 180 related to the portal site of the expert service providing system.
In addition to 2, information images 1804, 1806, and 1808 related to the user terminal that is the originator of the consultation case currently held are shown. The expert places the pointer at the position of the information image related to the user terminal that wants to make an answer and right-clicks the mouse to open the information window 18
It is possible to display 10 and input an answer, and to send necessary information to the information image corresponding expert management server 1608.

In this way, by adopting the communication tool of information image, the user terminal 160
Inquiry from 6 and expert server 1604
It will be possible to easily send responses from, and more efficient site management will be possible.

An example of the expert service providing system using the information image has been described above, but the information image is a communication tool that can take various forms, and there can be various modified examples according to the specifications of the system. Please understand that.

Although the preferred embodiment of the expert service providing system according to the present invention has been described above with reference to the accompanying drawings, the present invention is not limited to such an example. It is obvious to those skilled in the art that various changes or modifications can be conceived within the scope of the technical idea described in the claims, and of course, the technical scope of the present invention is also applicable to them. Be understood to belong to.

For example, in the above-described embodiment, the expert server 104 is unilaterally evaluated by the expert management server 108, but the present invention is not limited to this example. For example, the expert server 104 itself may make a self-declaration and consider the self-declaration to adjust the evaluation.

In the above embodiment, the expert management server 1 which is the main body of the expert service providing system.
08 shows the configuration in which the expert server 104 evaluates itself, but the present invention is not limited to this example. The expert evaluation server is configured as an objective third-party organization separate from the expert management server 108, and the expert server 10 to be evaluated is configured.
You may comprise so that the evaluation content of the answer of 4 may be evaluated.

Further, the expert server 104 may be evaluated by inquiring about the same content to a plurality of expert servers 104 and comparing the response results.

[0142]

As described above, according to the present invention,
It is possible to classify the expert area to which the expert server belongs in advance and dynamically select the expert server capable of providing the optimum answer to the inquiry from the user terminal. Moreover, since the work status of the expert server (expert group) is evaluated regularly or as needed, the quality of the reply of the expert server (expert group) is improved and the reply time is shortened. You can Further, the expert area into which the expert server (expert group) is classified is also reviewed regularly or as needed, so that the expert service providing system is always activated and the needs of the user terminal are met. Can respond accurately.

[Brief description of drawings]

FIG. 1 is a block diagram showing a schematic configuration of an expert service providing system according to an embodiment of the present invention.

FIG. 2 is an explanatory diagram showing a management image of an expert group of the expert service providing system according to the embodiment of the present invention.

FIG. 3A shows an example of an expert server of an expert service providing system according to an embodiment of the present invention, and FIG. 3B shows an expert server according to an embodiment of the present invention. The example of the user terminal concerning a house service provision system is shown.

FIG. 4 is a block diagram showing a schematic configuration of an expert server according to the expert service providing system according to the embodiment of the present invention.

FIG. 5 is a block diagram showing a schematic configuration of an evaluation device according to the expert service providing system according to the embodiment of the present invention.

FIG. 6 is a block diagram showing a schematic configuration of an expert management device according to the expert service providing system according to the embodiment of the present invention.

FIG. 7 is a flowchart showing a flow of inquiry reply processing in the expert service providing system according to the embodiment of the present invention.

FIG. 8 is an explanatory diagram showing a screen display example of inquiry processing in the expert service providing system according to the embodiment of the present invention.

FIG. 9 is a flowchart showing a process of judging the evaluation of the expert server by the reply time in the expert service providing system according to the embodiment of the present invention.

FIG. 10 is a flowchart showing a process of judging the evaluation of the expert server in the expert service providing system according to the exemplary embodiment of the present invention based on the response amount.

FIG. 11 is a flowchart showing a process of judging the evaluation of the expert server in the expert service providing system according to the embodiment of the present invention based on the user satisfaction.

FIG. 12 is a flowchart showing a process of judging the evaluation of the expert server in the expert service providing system according to the embodiment of the present invention based on the usage rate.

FIG. 13 is a flowchart showing a process of judging the evaluation of the expert server in the expert service providing system according to the embodiment of the present invention by the nomination rate.

FIG. 14 is a flowchart showing an expert server replacement process in the expert service providing system according to the embodiment of the present invention.

FIG. 15 is a flowchart showing an expert server replacement process in the expert service providing system according to the embodiment of the present invention.

FIG. 16 is a block diagram showing a configuration using an information image in the expert service providing system according to the embodiment of the present invention.

17 is an explanatory diagram showing a display example of a user terminal in the expert service providing system shown in FIG.

18 is an explanatory diagram showing a display example of an expert server in the expert service providing system shown in FIG.

[Explanation of symbols]

102 network 104 expert server 106 user terminal 108 Expert Management Server 402 transceiver 404 User (terminal) management device 406 User (terminal) database 408 Expert (server) management device 410 Expert (Server) Database 412 Classification device 414 selection device 416 Inquiry device 418 Evaluation device

   ─────────────────────────────────────────────────── ─── Continued front page    (72) Inventor Kenichi Fukahori             6-735 Kita-Shinagawa, Shinagawa-ku, Tokyo Soni             -Inside the corporation

Claims (29)

[Claims] 1. An expert server, a user terminal, an expert management server that mediates between the expert server and the user terminal, an expert server, a user terminal, and the expert management server. In the expert service providing system comprising a network connected to the: the expert management server, the expert server management apparatus preclassifying and registering the expert server according to the preclassified special area, and the user terminal. A receiving device for receiving the inquiry, and a classifying device for classifying the inquiry content according to the specialized area,
Selection for dynamically selecting one or more expert servers belonging to the expert area corresponding to the inquiry content from expert servers registered by the expert server management device based on a preset selection order An apparatus, an inquiring apparatus for inquiring the selected expert server about the inquiry content, and a transmitting apparatus for receiving an answer to the inquiry content from the expert server and transmitting the answer to the user terminal. A specialized service providing system. 2. The expert management server comprises an evaluation device for quantitatively evaluating the work of the expert server based on a predetermined evaluation parameter, and the selection device is based on the evaluation of the evaluation device. The expert service providing system according to claim 1, characterized in that the expert server is selected by the following. 3. The expert service providing system according to claim 2, wherein the evaluation parameter is a reply time until the expert server gives a reply. 4. The expert service providing system according to claim 2, wherein the evaluation parameter is a response amount of the expert server. 5. The expert service providing system according to claim 2, wherein the evaluation parameter is satisfaction of the user terminal. 6. The expert service providing system according to claim 2, wherein the evaluation parameter is a utilization rate of the expert server. 7. The expert service providing system according to claim 2, wherein the evaluation parameter is a nomination rate of the expert server. 8. The evaluation device periodically or as needed evaluates the expert server, and the expert server management device updates the registration status of the expert server according to the evaluation. The expert service providing system according to claim 2, further comprising: 9. The expert server management device is provided with an update device for updating the registration status of the expert server by reviewing the expert area regularly or as needed. The expert service providing system according to Item 1. 10. An expert management server that mediates between a user terminal and an expert server via a network, wherein the expert management server classifies the expert servers in advance according to the specialized areas classified in advance. The expert server management device to be registered, the receiving device for receiving the inquiry from the user terminal, the classifying device for classifying the inquiry contents according to the special area, and the specialty registered by the expert server management device. A selecting device for dynamically selecting an expert server belonging to a specialized area corresponding to the inquiry content from the home server based on a preset selection order, and inquiring the selected expert server for the inquiry content. An inquiry device and a transmission device that receives an answer to the inquiry content from the expert server and transmits the answer to the user terminal. Expert management server characterized by. 11. The expert server further comprises an evaluation device for quantitatively evaluating the work of the expert server based on a predetermined evaluation parameter, and the selection device includes the expert server based on the evaluation of the evaluation device. The expert management server according to claim 10, wherein the expert management server is selected. 12. The expert management server according to claim 11, wherein the evaluation parameter is a response time until the expert server gives a response. 13. The expert management server according to claim 11, wherein the evaluation parameter is a response amount of the expert server. 14. The expert management server according to claim 11, wherein the evaluation parameter is satisfaction of the user terminal. 15. The expert management server according to claim 11, wherein the evaluation parameter is a utilization rate of the expert server. 16. The expert management server according to claim 11, wherein the evaluation parameter is a nomination rate of the expert server. 17. The evaluation device periodically or as needed evaluates the expert server, and the expert server management device updates the registration status of the expert server according to the evaluation. The expert management server according to claim 11, further comprising: 18. The expert server management device is provided with an update device for updating the registration status of the expert server by reviewing the expert area regularly or as needed. The expert management server according to item 10. 19. A computer as claimed in claims 10-18.
A computer program characterized by causing it to function as the expert management server described in 1. 20. A computer-readable storage medium in which the computer program according to claim 19 is stored. 21. A method of operating an expert management server that mediates between a user terminal and an expert server via a network, wherein the expert management server configures the expert server according to a pre-classified specialized area. Classifying and registering in advance; Receiving inquiries from the user terminal; Receiving device for managing the expert, and classifying the inquiry contents according to the specialized area; Specialization registered by the expert server management device The expert server belonging to the specialized area corresponding to the inquiry content is dynamically selected from the home server based on a preset selection order; the inquiry content is queried to the selected expert server; A method of operating an expert management server, comprising receiving an answer to the inquiry content from a home server and transmitting the reply to the user terminal. 22. The expert management server quantitatively evaluates the business of the expert server, and selects the expert server based on the evaluation.
The operation method of the expert management server according to 1. 23. The method of operating an expert management server according to claim 22, wherein the expert management server evaluates according to a response time of the expert server. 24. The expert management server evaluates according to the response amount of the expert server,
The method for operating the expert management server according to claim 22. 25. The expert management according to claim 22, wherein the expert management server conducts a questionnaire to the user terminal and selects the expert server based on the result of the questionnaire. How to operate the server. 26. The expert management server evaluates according to a utilization rate of the expert server,
The method for operating the expert management server according to claim 22. 27. The expert management server receives a nomination of the expert server from the user terminal, and selects the expert server in consideration of the received nomination. How to operate the described expert management server. 28. The expert management server updates the registration status of the expert server by periodically or as needed evaluating the expert server.
The method for operating the expert management server according to claim 22. 29. The expert management server updates the registration status of the expert server by reviewing the expert area regularly or as needed.
The operation method of the expert management server according to 1.