JP2005250587A - Consultation supporting system, consultation supporting method and consultation supporting program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To surely and efficiently input consultation data of various items. <P>SOLUTION: This consultation supporting system is configured of a classification extracting part 11 which refers to a consultation classification file database 106, and extracts input items where small classifications belong to the same large classification, a tag setting part 12 which sets the pertinent small classifications as upper tags on each sheet generated for each of the input items, and sets the large classification including each small classification as the side tag of each sheet, an overlap processing part 13 which overlaps the sheets, and enumerates the side tags of each sheet at the side part of the predetermined sheet, and emulates the upper tags corresponding to the small classifications belonging to the large classification of the side tag at the upper part of the predetermined sheet, and outputs the overlapped sheets to an output interface 104, and a rearrangement processing part 14 which accepts the selection instruction of the side tag or the upper tag, and rearranges the sheet whose side tag or upper tag is set as the uppermost part of the overlapping of each sheet, and outputs the rearranged and overlapped sheets to an output interface 104. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a consultation support system, a consultation support method, and a consultation support program, and more particularly to an input device that can efficiently input consultation data in the consultation support system.

In consultation work where a consultant receives a consultation from a telephone or face-to-face, a consultation support system that stores the information in a database and uses it as a consultation example is required. The consultation service needs to correspond to various types of consultation information in various patterns, and the case database also has a large number of data items to cope with it. As a system that supports consulting work by such a case database, for example, a user terminal device used by a user (consultant), a staff operation information server operated by a professional staff who answers the consultation, and the contents of the consultation An unattended information server that performs processing related to routine consultation in which answers to the standard are standardized, a service management device that manages the staff operation information server and the unattended information server, and a communication network that connects the service management device and the user terminal device In the consultation system provided, the service management device determines whether the consultation content input from the user terminal device is a regular consultation or a professional staff consultation in the user's consultation history accumulated in the past. A means for determining based on the determination result by the means, and the user terminal device in accordance with the content of the consultation, the unmanned information server or the job Such consultation system characterized in that it comprises means for connecting to the operation information server (see Patent Document 1) has been proposed.
JP-A-9-62740

  In the conventional method, for example, a “consultation card” for each individual is provided in advance, and the personal consultation history accumulated in this card is referred to later to hear more detailed consultation items. However, it is difficult for the counselor to refer to the consultation card as described above during the consultation and classify and input the data of detailed and various items to the terminal. On the other hand, when data is input again after the consultation is completed, input is made with reference to a memo or the like later, so that necessary items can often be omitted. Furthermore, even if a case search is performed, it is difficult to quickly search for an appropriate case for a consultant who has no consultation history in the past.

  SUMMARY OF THE INVENTION An object of the present invention is to provide a consultation support system, a consultation support method, and a consultation support program that can reliably and efficiently input consultation data for various items.

  The consultation support system of the present invention that solves the above problems is a system that receives consultation data input and provides consultation support, and for each consultation data input item, at least a small classification and a large classification according to the attribute of the item Consultation classification file database that sets the classification information about, consultation example database that stores consultation data, and consultation data input reception, refer to the consultation classification file database, the input items that belong to the same large classification to the small classification A classification extraction unit to be extracted and a small classification corresponding to each sheet generated for each of the extracted input items are set as upper tags, and the large classification including each small classification is set as a side tag of each sheet. The tag setting unit and the sheet are overlapped to enumerate the side tag of each sheet on the side of the predetermined sheet, and The upper tag corresponding to the small classification belonging to the major classification of the side tag is enumerated at the upper part of the tag, the superimposition processing unit for outputting the superimposed sheet to the output interface, and the side tag from the input interface Alternatively, when an instruction for selecting an upper tag is received, a sheet in which the corresponding side tag or upper tag is set according to the selection instruction is rearranged at the top of the stack of the respective sheets, and the rearrangement is performed to superimpose the sheets. A rearrangement processing unit that outputs the processed sheet to an output interface.

  Further, the consultation support method of the present invention is a method for receiving consultation data input and providing consultation support. For each input item of consultation data, classification information on at least a small classification and a large classification according to the attribute of the item is provided. An information processing apparatus having a set consultation classification file database and a consultation case database for storing consultation data refers to the consultation classification file database when receiving consultation data input, and inputs that belong to the same major classification. Extracting items, setting a small classification corresponding to each sheet generated for each extracted input item as an upper tag, setting the large classification including each small classification as a side tag of each sheet, The sheets are overlapped to enumerate the side tags of each sheet at the side of the predetermined sheet, and at the top of the predetermined sheet, the side tag List the upper tags according to the minor classification belonging to the major classification, output the overlapped sheet to the output interface, accept the selection instruction of the side tag or the upper tag from the input interface, and respond to the selection instruction Then, the sheet set with the corresponding side tag or upper tag is rearranged on the uppermost part of the overlapping of each sheet, and the rearranged sheet is output to the output interface after the rearrangement.

  Further, the consultation support program of the present invention provides a method for receiving consultation data and providing consultation support, for each input item of consultation data, classification information on at least a small classification and a large classification according to the attribute of the item. A program to be executed by an information processing device having a set consultation classification file database and a consultation case database for storing consultation data. When receiving consultation data input, the consultation classification file database is referred to, and the same large classification Extracting an input item to which a small classification belongs, and setting a small classification corresponding to each sheet generated for each of the extracted input items as an upper tag, and including each small classification as a side tag of each sheet The step of setting the large classification and the sheet are overlapped, and the side tag of each sheet is placed on the side of the predetermined sheet. And enumerating the upper tags according to the minor classification belonging to the major classification of the side tag at the upper part of the predetermined sheet, and outputting the superimposed sheet to an output interface; Accepts a selection instruction for a side tag or an upper tag, and rearranges the sheet set with the corresponding side tag or upper tag in accordance with the selection instruction to the top of the overlapping of each sheet, and performs the rearrangement. And outputting the superimposed sheets to the output interface.

  In addition, the problems disclosed by the present application and the solutions thereof will be clarified by the embodiments of the present invention and the drawings.

  According to the present invention, it is possible to reliably and efficiently input consultation data for various items.

  Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 1 is a network configuration diagram showing a consultation support system in the present embodiment. In the present embodiment, for example, it is assumed that the consultation support system of the present invention is applied to a consumer center that accepts consultations by consumers, but the application of the present invention is not limited to this embodiment. It is applicable to any situation that accepts.

  Further, as a system for coordinating the consultant and automatically managing the consultation history in cooperation with the consultation support system in the present embodiment, for example, a CTI (Computer Telephony Integration) system can be assumed. As for the content of the consultation, for example, in addition to the consumer consultation, it is also possible to assume a consultation regarding fields such as social insurance and pension. In this case, the input items associated with the upper and side tags in the present invention are in accordance with the contents of the consultation regarding the social insurance and the pension, and the stored data in the consultation classification file database 106 and the consultation example database 107 are also in accordance with this. Change it.

  The consultation support system 100 (hereinafter, referred to as the system 100) in the present embodiment is an I that is in charge of data exchange processing with an arithmetic unit 101, a memory 103 that stores a program 102 executed by the arithmetic unit 101, and an external device. This is a computer having a / O unit 104 and a storage device 105 that stores databases 106 and 107.

  The system 100 here includes databases 106 and 107 in the storage device 105. FIG. 2 is a diagram illustrating an example of a consultation case database in the present embodiment, and FIG. 3 is a diagram illustrating an example of a consultation classification file database in the present embodiment.

  The consultation example database 107 is a database for storing consultation data. For example, the item name (Japanese name in the figure) and the file name storing the actual data for each input item using the item number (item number) as a key. , And a record aggregate that associates information such as data length. Or it is good also as what gathered the information for every input item for every consultant.

  The consultation classification file database 106 is a database in which classification information regarding at least a small classification and a large classification according to the attribute of the item is set for each input item of the consultation data. For example, the item number (item number) Using as a key, small classification information, medium classification information, large classification information, tag status (eg, tag display form that changes depending on whether or not mandatory input is made), input acceptance order information and input between each input item A record that associates information such as information on other input items related to input items such as relevance information between items (related items 1 to 4 in the figure), and information on the necessity of input for each input item. It is an aggregate of. For the tag status information, not only essential input items but also arbitrary input items may be set.

  The system 100 uses such databases 106 and 107 to store data necessary for processing and uses the data when executing the consultation support program 102 of the present invention. In the following, detailed description will be given for each component constituting the program 102 of the system 100. The program 102 refers to the consultation classification file database 106 when receiving consultation data input, and generates a classification extraction unit 11 that extracts input items that belong to the same large classification and a small classification, and is generated for each extracted input item. A tag setting unit that sets a small category corresponding to each sheet as an upper tag and sets the large category including each small category as a side tag of each sheet;

  In addition, the sheets are overlapped to enumerate the side tags of each sheet at the side of the predetermined sheet, and the upper tag according to the small classification belonging to the large classification of the side tag at the top of the predetermined sheet And a superposition processing unit 13 for outputting the superposed sheet to the output interface 104, and a selection instruction for the side tag or the upper tag from the input interface 108, and the corresponding side part according to the selection instruction. A rearrangement processing unit that rearranges the sheet on which the tag or the upper tag is set at the top of the superposition of each sheet and outputs the superposed sheet to the output interface 104 by performing the rearrangement.

  Further, when the consultation classification file database 106 stores information on the input reception order between the input items, the superimposition processing unit 13 or the rearrangement processing unit 14 is based on the information on the input reception order, The sheet of input items that is the earliest acceptance order can be arranged at the top of the superposition.

  When the consultation classification file database 106 stores relevance information between input items, the superimposition processing unit 13 or the rearrangement processing unit 14 performs the superimposition processing based on the relevance information. For the sheet displayed at the top of the page, the related sheet to which the input item is related or information on the related sheet can be output to the output interface 104.

  Further, when the consultation classification file database 106 stores information on the necessity of input for each input item, the superimposition processing unit 13 or the rearrangement processing unit 14 performs the above-described input necessity information based on the information on the input necessity. The consultation example database 107 is searched to identify input items that are not input and are required to be input, and the output form of the side tag or upper tag corresponding to the specified input items is changed to output interface 104. Can be output to

  Note that each of the components 11 to 14 described so far may be realized as hardware in the system 100, or may be realized as a program stored in an appropriate storage device such as an HDD or a memory. In this case, the calculation unit 101 of the system reads the corresponding program from the storage device into the memory 103 and executes it in accordance with the program execution.

  Note that the system 100 and the input interface (input device) 108 or the system 100 and the output interface (input screen) 104 can be assumed to be a keyboard, an electronic pen, a touch panel, a display device, or the like that is normally provided in a computer. An example in which 100 and the input interface 108 or the system 100 and the output interface 104 are connected by a network 150 can also be assumed. In this case, the network 150 can employ various networks such as a dedicated line, a WAN (Wide Area Network), a power line network, a wireless network, a public line network, and a mobile phone network in addition to the LAN and the Internet. Further, if a virtual private network technology such as VPN is used, communication with improved security is established when the Internet is adopted.

  Next, the actual procedure of the consultation support method of this embodiment will be described with reference to the drawings. Various operations corresponding to the consultation support method described below are realized by the program 102 provided in the storage unit 105 such as a memory or HDD in the system 100 to realize the functions of the components 11 to 18. And this program 102 is comprised from the code | cord | chord for performing various operation | movement demonstrated below, and implements the function of each said structure part.

  FIG. 3 is a flowchart showing an actual procedure of the consultation support method in the present embodiment. The system 100 according to the present embodiment reads attributes (eg, small classification information, medium classification information, large classification information, and related items) for each input item stored in the consultation classification file database 106 at the time of startup. (S101). Then, as an initial setting, for example, an instruction from the system user is received from the input interface 108, and the tag color setting (s102) of the upper tag and the side tag of the essential input items is performed. This setting is executed, for example, by registering a tag color in the tag status column in the consultation classification file database 106. As a result, an initial input screen is generated and displayed on the output interface 104 (s103).

  FIG. 5 is a diagram showing (a) an initial screen example and (b) a screen example after tag selection in the present embodiment. In this initial screen 500, the system 100 refers to the consultation classification file database 106, extracts input items to which the small classification belongs to the same large classification, and the small screen corresponding to each sheet generated for each input item extracted here. The sheet is composed of a plurality of sheets 503 in which the classification is set as the upper tag 501 and the large classification including each small classification is set as the side tag 502 of each sheet. In addition, the plurality of sheets 503 are arranged such that the system 100 superimposes the respective sheets 503 to enumerate the side tags 502 of the respective sheets 503 at the side of the predetermined sheet and at the upper part of the predetermined sheet, the side portion The upper tags 501 corresponding to the minor classifications belonging to the major classification of the tag 502 are listed.

  Further, if the consultation classification file database 106 stores information on the input reception order between input items, based on the information on the input reception order, the input item sheet 503 which is the earliest reception order, It can be placed at the top of the stack.

  When the system user selects, for example, the side tag 502, as shown in FIG. 5A, the system 100 selects the sub-class belonging to the subordinate of the selected side tag 502 (corresponding to the large class). For example, the summary explanation information 504 attached to each input item of the consultation classification file database 106 is extracted and displayed. As shown in FIG. 5B, when the upper tag 501 is selected (s104), the system 100 extracts the input item 505 belonging to the selected upper tag 503 from the consultation classification file database 106 and displays it. It becomes.

  This processing will be described based on the display screen example of the next input candidate item in FIG. This figure shows a situation in which, for example, selection of the upper tag 501 of “consultant information” is received on the sheet 503 displaying the summary explanation information 504 as shown in FIG. In this case, the system 100 extracts and displays the input item 505 belonging to the selected upper tag 501 from the consultation classification file database 106 as described above. Then, for the input item 505, data input is accepted from the input interface 108 (s105).

  At this time, the system 100 determines whether or not data input is performed immediately before the current data input with reference to, for example, the storage information of the corresponding input item in the consultation example database 107 (s106). If it is determined that there is data input (s106: input is present), the input / output relationship with the input item input before one operation is stored in the consultation example database 107 as input operation history information (s107). On the other hand, if it is determined that there is no data input (s106: no input), the current input item is similarly stored as input operation history information one operation before (s108).

  Further, based on the input items that have been input, the input operation history information is searched in the consultation case database 107 (s109), and the top five input items that are most likely to be input next are specified. An input candidate item 506 is displayed on the sheet 503 (s110). For the next input candidate item 506, for example, the relevance information regarding the corresponding input item in the consultation classification file database 106 is extracted, and the information of the next input candidate (information on the related sheet) included in the relevance information is referred to. It can also be specified by doing.

  Next, the system 100 determines whether or not there is a relationship between the contents of the input item input as described above and the input item that has been input (s111), and if it is determined that the input item is related (s111: relationship) If there is an item), a related uninput input item is extracted and displayed on the sheet 503 (s112).

This display form will be described with reference to a display screen example of related items in FIG.
When an input item 507 (or specific data) during data input is input on the sheet 503, the system 100 distinguishes between the input items 507 that are input or required inputs in the consultation classification file database 106. Each information of the setting that changes the arbitrary input to the required input by receiving the data input is referred to. If the system 100 recognizes data input for the input item whose input condition is to be changed in the sheet 503 (s111: related item exists), information related to the input item 507 is displayed on the screen as the related input item 508 ( s112). On the other hand, if the data input for the input item whose input condition is to be changed is not recognized in the sheet 503 (s111: no related item), the process is terminated when the input is completed (s114: Y).

  Further, the system 100 refers to the input essentiality information for each corresponding input item in the consultation classification file database 106 with respect to each upper tag 501, and searches the consultation example database 107 based on the input essentiality information. Then, input items that are not input and are required to be input are specified. Then, the output form of the side tag 502 or the upper tag 501 corresponding to the input item specified here is changed and output to the output interface 104 (s113). FIG. 8 shows an example of an input status display screen in the present embodiment.

  For example, as an example of the output form, the initial display color 510 of the upper tag 501 of the sheet 503 having the required input items is set to “red”. Also, the display color 511 of the upper tag 501 of the sheet 503 in which input items that have been input and not input are mixed is changed from “red” to “yellow”. On the other hand, for example, the display color 512 of the upper tag 501 of the sheet 503 including an arbitrary input item is “white”. Further, the display color of the upper tag 501 of the sheet 503 in which all the essential input items have been input is changed from “red” to “blue”.

  In addition, the display color 515 of the side tag 502 corresponding to even one upper tag 501 corresponding to an uninput required input item is set to “yellow”, for example. Similarly to the above, when all the essential input items have been input, the display color 515 is set to “blue”. For example, the display color 515 of the side tag 502 corresponding to only the upper tag 501 corresponding to an arbitrary input item is “white”.

  Note that such a change in the output form can be executed by changing the “tag status” information in the consultation classification file database 106. In addition to changing the “display color”, other forms such as characters, marks, symbols, voices, etc. indicating that data has not been input, or making a tag three-dimensional or flattened may be adopted. it can.

  Thus, through the process of changing the display color of the tag, it is determined whether or not the data has been input (s114). If the input has not been completed (s114: N), the processes of s104 to s113 are repeated until the input is completed. On the other hand, if the input is completed (s114: Y), the process is terminated.

According to the present invention, it is possible to support data input without making the input order conscious by selecting tags related to the topic while the counselors conduct consultation. In addition, it is possible to make it easier for the counselor to conduct hearings in the order of display of the sheets (in order of volume), and to provide support that enables hearing without missing missing items. Furthermore, by changing the display form of the tag according to whether the data input is not completed, it is possible to support the counselor to enable reliable and efficient data input regarding necessary items while concentrating on the consultation.
Therefore, it is possible to reliably and efficiently input consultation data for various items.

  As mentioned above, although embodiment of this invention was described concretely based on the embodiment, it is not limited to this and can be variously changed in the range which does not deviate from the summary.

It is a network block diagram which shows the consultation support system in this embodiment. It is a figure which shows the example of the consultation example database in this embodiment. It is a figure which shows the example of the consultation classification file database in this embodiment. It is a flowchart which shows the actual procedure of the consultation assistance method in this embodiment. It is a figure which shows the (a) example of an initial screen in this embodiment, and the example of a screen after (b) tag selection. It is a figure which shows the example of a display screen of the next input candidate item in this embodiment. It is a figure which shows the example of a display screen of the related item in this embodiment. It is a figure which shows the example of a display screen of the input condition in this embodiment.

Explanation of symbols

DESCRIPTION OF SYMBOLS 11 Classification extraction part 12 Tag setting part 13 Overlay processing part 14 Relocation processing part 100 System 101 Operation part 102 Program 103 Memory 104 I / O part, Output interface 105 Storage device 106 Consultation classification file database 107 Consultation example database 108 Input interface 150 network

Claims (6)

A system for receiving consultation data and providing consultation support,
For each consultation data input item, a consultation classification file database that sets classification information on at least a small classification and a large classification according to the attribute of the item,
A consultation case database that stores consultation data;
When receiving consultation data input, a classification extraction unit that refers to the consultation classification file database and extracts input items to which a small classification belongs to the same large classification;
A tag setting unit that sets a small classification corresponding to each sheet generated for each extracted input item as an upper tag, and sets the large classification including each small classification as a side tag of each sheet;
The sheets are overlapped to enumerate the side tags of each sheet at the side of the predetermined sheet, and at the top of the predetermined sheet, enumerate the upper tags according to the small classification belonging to the large classification of the side tag. And an overlay processing unit that outputs the superimposed sheets to an output interface;
The selection instruction of the side tag or the upper tag is received from the input interface, and the sheet in which the corresponding side tag or the upper tag is set according to the selection instruction is rearranged on the uppermost part of each sheet, A rearrangement processing unit that outputs the rearranged sheets to the output interface;
A consultation support system characterized by comprising: In Claim 1, the consultation classification file database stores information on an input reception order between input items,
The superposition processing unit or the rearrangement processing unit arranges a sheet of input items that is the earliest acceptance order on the top of the superposition based on the information of the input acceptance order. Support system. In Claim 1 or 2, the consultation classification file database stores relevance information between input items,
Based on the relevance information, the overlay processing unit or the rearrangement processing unit outputs a related sheet related to the input item or information on the related sheet with respect to the sheet displayed at the top of the overlay. Consultation support system characterized by output to interface. In any one of Claims 1-3, the said consultation classification | category file database stores the information of the input essentiality for every input item,
The superposition processing unit or the rearrangement processing unit searches the consultation case database based on the information on the necessity of input, specifies an input item that is not yet input and specifies the input item that has been specified A consultation support system, wherein the output form of the side tag or the upper tag corresponding to is changed and output to the output interface. How to receive consultation data and provide consultation support
For each consultation data input item, a consultation classification file database that sets classification information on at least a small classification and a large classification according to the attribute of the item,
An information processing device equipped with a consultation case database that stores consultation data
When receiving consultation data input, refer to the consultation classification file database to extract input items to which the small classification belongs to the same large classification,
Set a small category corresponding to each sheet generated for each extracted input item as an upper tag, and set the major category including each small category as a side tag of each sheet,
The sheets are overlapped to enumerate the side tags of each sheet at the side of the predetermined sheet, and at the top of the predetermined sheet, enumerate the upper tags according to the small classification belonging to the large classification of the side tag. And output the superimposed sheet to the output interface,
The selection instruction of the side tag or the upper tag is received from the input interface, and the sheet in which the corresponding side tag or the upper tag is set according to the selection instruction is rearranged on the uppermost part of each sheet, A counseling support method characterized by outputting rearranged and superposed sheets to an output interface. How to receive consultation data and provide consultation support
For each consultation data input item, a consultation classification file database that sets classification information on at least a small classification and a large classification according to the attribute of the item,
A program to be executed by an information processing apparatus having a consultation case database for storing consultation data,
When receiving consultation data input, referring to the consultation classification file database, extracting the input items to which the minor classification belongs to the same major classification;
Setting a small category corresponding to each sheet generated for each extracted input item as an upper tag, and setting the major category including each small category as a side tag of each sheet;
The sheets are overlapped to enumerate the side tags of each sheet at the side of the predetermined sheet, and at the top of the predetermined sheet, enumerate the upper tags according to the small classification belonging to the large classification of the side tag. Outputting the superimposed sheets to an output interface;
The selection instruction of the side tag or the upper tag is received from the input interface, and the sheet in which the corresponding side tag or the upper tag is set according to the selection instruction is rearranged on the uppermost part of each sheet, Outputting rearranged and superimposed sheets to the output interface;
Consultation support program characterized by including

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