JP2006065623A - Consultation and answer server and consultation and answer program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a consultation and answer server 41 for supporting smooth business processing in business terminal. <P>SOLUTION: The consultation and answer server 41 is provided with a question and answer registration means 422 for storing questions received from business terminals 6a, 6b in a questionnaire table 23a in relation with identifiers of the questions and relationally storing answers to the questions in an answer approval table 23b and an FAQ control means 426 for extracting a question and an answer having high a reference frequency as an FAQ from the questionnaire table 23a and the answer approval table 23b, inserting the FAQ into an FAQ table 23e in relation to the identifier of the FAQ and extracting and deleting an FAQ having a low reference frequency from the FAQ table 23e. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a consultation reply server and a consultation reply program that support smooth paperwork at an office terminal.

  Administrative risk management has become an important management issue in the service industry that handles administrative procedures, such as banks and life insurance.

  In such a service industry, internal factors that generate risks include diversification of products and operations, complexity of systems, necessity of capital allocation, and efficiency of management capital. External factors include the occurrence of loss accidents, financial inspection manuals, new BIS regulations, and the like. These factors can cause market risk, credit risk, operational risk, and so on.

  Among these, operational risk is caused by human error. In particular, reduction of administrative risk, which is an operational risk in administrative procedures, is an essential issue for companies, and administrative risk management based on the principle of self-responsibility is required.

  In order to reduce office work risks that occur in companies and organizations, office rules editing and browsing systems and accident handling QA systems have been introduced.

  In addition, there are cases where a FAQ (Frequently Asked Question) is created and published in a company or organization. By publishing frequently asked questions and the answers to them, it is possible to thoroughly disseminate accurate work.

For example, there is an electronic rule collection utilization system that improves utilization efficiency and search efficiency when using the electronic rule collection (for example, Patent Document 1). In addition, there is a help desk support apparatus that presents answer cases to inquiries that have been in the past (for example, Patent Document 2). In addition, there is a question answering system that efficiently and high-quality answers a questioner's question (for example, Patent Document 3).
JP 2000-285126 A JP 2003-85186 A JP 2002-149808 A

  However, according to the electronic rule book described in Patent Document 1, it is difficult to say that the electronic rule book is effectively used only by the digitization of the rule that has been described so far. According to Patent Document 2, a question and answer regarding similar products can be presented and classified for each classification item. However, if it is not clear which classification item does not correspond, the question and answer may not be extracted. Furthermore, since all the questions received from the questioner are stored in Patent Document 3, the questions and answers based on the old rules and the questions and answers that are not suitable for the entire organization are disclosed along with the changes in the rules. It may be done.

  As described above, it is difficult to say that the techniques described in Patent Documents 1 to 3 support smooth business and prevent the occurrence of risk. Therefore, it is expected to provide a system that effectively uses the rules and prevents the occurrence of risks in business.

  Accordingly, an object of the present invention is to provide a consultation response server and a consultation response program that support smooth and safe office procedure processing.

  In order to solve the above-described problems, a feature of the present invention relates to a consultation response server that supports smooth office processing at an office terminal. That is, the consultation response server according to the feature of the present invention stores the question received from the office terminal in the questionnaire table storage device in association with the question identifier, and associates the response to the question in the answer approval table storage device. From the response registration means, the questionnaire table storage device, and the answer approval table storage device, the frequently asked questions and responses are extracted as FAQs, inserted into the FAQ table storage device in association with the FAQ identifiers, and the FAQ table storage device. And FAQ control means for extracting and deleting FAQs with a low reference frequency.

  According to the present invention, the processing load on the administrator in FAQ maintenance can be reduced by automatically generating a FAQ reflecting user usage trends and selecting deletion candidates based on the number of days that have elapsed since registration. can do.

  ADVANTAGE OF THE INVENTION According to this invention, the consultation reply server and consultation reply program which support the process of a smooth safe office procedure can be provided.

  Next, embodiments of the present invention will be described with reference to the drawings. In the following description of the drawings, the same or similar parts are denoted by the same or similar reference numerals.

(Best Embodiment)
(Business processing support system)
With reference to FIG. 1, a system configuration of a business process support system 1 according to the best mode of the present invention will be described.

  The business processing support system 1 according to the best mode of the present invention includes a database server 2, a business regulation subsystem 3, a consultation response subsystem 4, head office office terminals 6a and 6b, a Web server 7, a sales office subsystem 8a, and 8b.

  Here, in the embodiment of the present invention, the “office terminal” specifically refers to any of the head office office terminals 6a and 6b provided at the head office and the office office terminals 82a and 82b provided at the office. Or a generic term for one or more terminals.

  The database server 2 is a server that manages the electronic data used in the business process support system 1 according to the best mode as a database. The database server 2 includes an image file storage device 21 in which image files obtained by digitizing documents, forms, and the like are stored, a prescribed document storage device 22 in which provisions used in paperwork are recorded, and a history of questions and answers related to paperwork The question and answer storage device 23 in which information is recorded, and database control means 221 for controlling these storage devices are provided. Here, the rule recorded in the rule document storage device 22 is preferably a record including items such as an item number, a title, and a job rule text for identifying the job rule.

  The consultation answer subsystem 4 accepts the registration of questions from the office terminal, controls the answer of questions, presents the question and answer to the office terminal, and consults the answer server 41 that analyzes the questions and answers An answer terminal 42, an expert answer terminal 44 that makes an expert answer that cannot be answered at the consultation answer terminal 42, an approval terminal 43 that approves an answer created by the consultation answer terminal 42 and the expert answer terminal 44, and an FAQ that manages the FAQ A management terminal 45 is provided, and these servers and terminals can communicate with each other.

  The consultation response server 41 registers the information on the question and answer performed by the consultation response subsystem 4 and the information on the FAQ in the question and answer storage device 23. Here, “question and answer information” is information such as the date and time of question registration, the content of the question, the content of the response to the content of the question, the registration date and time of the response, the user who made the question, the user who made the answer, etc. .

  Further, the consultation answer server 41 displays a list of questions and answers, an attribute display according to the attributes of the questions and answers, a time-series display according to the date and time when the questions and answers are made, etc. for the questions and answers registered in the question and answer storage device 23. Q & A analysis means 425 for performing the trend analysis display and recording in the Q & A analysis result data 412 is provided. When displaying attributes according to the question-and-answer attributes, the attributes may be hierarchized and displayed hierarchically.

  The question and answer analysis means 425 of the consultation response server 41 presents an analysis result as shown in FIG. As shown in FIG. 2 (a), the question and answer analysis means 425 is divided into categories such as “acceptance reception”, “account opening”, “yield”, “financing qualification”, etc. The consultation number graph display screen P51 classified by category displayed separately is presented. Although a graph is displayed here, a table, a three-dimensional graph, or the like may be used. The category-specific consultation number graph display screen P51 includes a total item setting unit 751 for setting total items when drilled down and displayed. The total item setting section 751 is provided with items such as “per sales office” for totalization for each sales office, “per job position” for totalization for each position of respondents such as general managers, section managers, chiefs, and questioners. Yes.

  When the graph display section 752 of the category-specific consultation number graph display screen P51 is clicked, the question-and-answer analysis means 425 drills down the case corresponding to the clicked graph with the items set in the category setting section 751. Present. For example, in FIG. 2, when “every sales office” is selected in the total item setting unit 751, when “acceptance” is clicked in the graph display unit 752, as shown in FIG. A graph in which the items corresponding to “reception support” are tabulated in “for each sales office” is displayed.

  Further, the consultation response server 41 extracts a frequently asked question and answer from the question and answer storage device 23 as a FAQ, inserts it into the FAQ table storage device using the FAQ identifier as a key, and the reference frequency from the FAQ table storage device. Extract and delete low questions and answers. Further, a natural language search is performed using a word included in the FAQ as a key from the specified document storage device 22 in which the rules for carrying out the paperwork are stored in association with the specified identifier, and the identifier of the FAQ and the rules related to the FAQ are defined. The identifier is associated and stored in the question and answer storage device 23.

  The business rules subsystem 3 presents the rules for paperwork to the business terminal 6a, and further, in the editing of the rules, presents the questions and answers analyzed by the consultation response server 41 to identify the rules to be edited, A business rule server 31 that controls the editing of rules, a business rule editing terminal 32 that edits rules, and approval terminals 33a and 33b that approve edited rules are provided. The business regulation server 31 includes an analysis result acquisition unit 322 that acquires the analysis result of the question and answer from the consultation answer server 41 and records the result in the question and answer analysis result data 311.

  FIG. 3 shows an example of a screen presented by the business rule server 31 when the business rule editing terminal 32 refers to the question and answer analysis result data 311 in the business rule subsystem 3. As shown in FIG. 3A, when the business rules editing terminal 32 edits the business rules, for example, the business rules editing terminal 32 can determine “which rules were frequently inquired”. Separately, the consultation number reference screen P55 classified by category in which the number of consultations is displayed in a graph is presented. When the graph on the category-specific consultation number reference screen P55 is clicked, the business regulation server 31 presents the category-specific consultation content reference screen P56 displaying a list of cases corresponding to the clicked item. Thereby, the office work rule editing terminal 32 can confirm the contents of the question and answer of the office work consultation.

  When editing the business rules, an administrator who manages the business rules refers to the question-and-answer analysis result data 311, and frequently asked questions and answers are specified by the administrator. When the case is specified, the business regulation server 31 searches the prescribed document storage device 22 by a natural language search using the wording described in the case as a search keyword, and sets the candidate for the rule to be edited as a search result. Output. Next, the administrator selects from the candidate for the rule to be edited, and determines the rule to be edited, the rule editor, and the like. At this time, it is preferable that a guideline for editing the rule is also transmitted to the editor of the rule.

  When the business rules editing terminal 32 edits the business rules, for example, for the items of the business rules to be edited, the consultation content related to the question and answer obtained by referring to the question and answer analysis result data 311 is searched. In addition, when extracting the items of the business rules to be edited, the items with many questions can be preferentially edited. In this way, by referring to the question and answer analysis result data 311, it can be used as a part of a guideline for the rule editing.

  According to the paperwork support system 1 according to the best mode of the present invention, the questions and answers registered in the consultation response subsystem 4 are searched in the paper rules subsystem 3 to associate the rules and questions and answers. Can do. As a result, it is possible to present questions and answers as well as related rules, and conversely, it is possible to present rules and related questions and answers. We can handle paperwork and avoid risks such as accidents.

  The Web server 7 is a general WWW server, and serves as a portal when a connected office terminal accesses each server of the office work support system 1 via a browser. The Web server 7 manages the latest version of the publicly available business rules that are updated as needed and the question and answer history. The information presented here may be recorded in a storage device built in the Web server 7 or may be connected to the database server 2 or the like from the Web server 7 at any time to obtain desired information.

  The database server 2, the consultation reply subsystem 4, the business regulation subsystem 3, the Web server 7, and the head office office terminals 6 a and 6 b can communicate with each other via an in-house communication network 9.

  The first store sub-system 8a includes a first store server 81a and a first store office terminal 82a. The first store server 81a and the first store office terminal 82a are mutually connected. Communication is possible. The first sales office server 81a holds business office numerical data such as the amount of work, the number of employees, history, actual loss, and other numerical values required for business management. The numerical data of the sales office is a numerical value of the evaluation of the sales office using the analysis results such as office consultation and risk management. Statistics are taken in a predetermined period. You can give instructions and increase or decrease the number of employees by looking at the relationship between the amount of work and the number of employees. In addition, by quantifying the evaluation of sales offices, it is possible to provide bank officers with a warning that there are sales offices that fall below the standard value by setting a standard value for actual losses and administrative volume at the bank. The officer can extract a branch to be instructed based on the given information. For example, if the standard value of actual loss is set at 1 million yen and the actual loss of a sales office is 1.13 million yen, the administrative processing support system 1 displays the corresponding sales office in red in the actual loss list etc. And warn the administrator.

  The second store sub-system 8b also has the same configuration as the first store sub-system 8a.

  The branch office subsystems 8 a and 8 b are connected to the Web server 7 via the external communication network 10. That is, the branch office subsystems 8 a and 8 b can be connected to each server of the business processing support system 1 via the Web server 7.

  The database server 2, the business regulation server 31, the consultation response server 41, the Web server 7, and the branch office servers 81a and 81b are realized by installing a software program for performing a predetermined process on a general computer. In addition, the approval terminals 33a, 33b and 43, the business rule editing terminal 32, the consultation reply terminal 42, the specialized reply terminal 44, the head office office terminals 6a and 6b, and the branch office office terminals 82a and 82b are also connected to a general computer by a server. This is realized by browsing information or installing a predetermined software program such as a browser requesting processing to the server.

(Office Code Subsystem 3)
With reference to FIG. 4, the business regulation subsystem 3 according to the preferred embodiment of the present invention will be described in detail. The business rule server 31 provided in the business rule subsystem 3 includes question and answer analysis result data 311, route data 313, route status data 314, document browsing means 321, analysis result acquisition means 322, document update means 323, A circulation route determination unit 324, a circulation control unit 325, an input / output control device 301, a communication control device 302, an input device 303, and a display device 304 are provided.

  The question and answer analysis result data 311, the circulation route data 313, and the circulation status data 314 are stored in a storage device 306 such as a magnetic disk device or a semiconductor disk device. The storage device 306 stores a business regulation program for realizing the business regulation server 31. By loading the business regulation program into the central processing control device 305, the document browsing unit 321, the analysis result acquisition unit 322, the document update unit 323, the circulation route determination unit 324, and the circulation control unit 325 are added to the business regulation server 31. Implemented.

  In the question and answer analysis result data 311, the question and answer analysis result acquired from the consultation answer subsystem 4 is recorded.

  The circulation route data 313 is a storage device that records a provisional item number to be edited and a circulation route that indicates in which order the approval is obtained when the business rules are edited.

  The circulation status data 314 is a storage device that records the status of the circulation route of the electronic file registered in the image file storage device 21 and the prescribed document storage device 22 managed by the business regulation server 31. For example, editable “checkout available”, checked out and editing “checked out”, edited document checked in “checked in”, edited document received nth approval The status such as “Applying nth stage approval” or “Approved” in which the edited document has been distributed by a predetermined circulation route is recorded.

  The document browsing means 321 is a means for presenting an electronic file recorded in the image file storage device 21 and the prescribed document storage device 22 in response to a request from the office terminal. In the circulation route data 313, a case is set for each edited business rule, and one status is recorded corresponding to a uniquely specified case.

  The analysis result acquisition unit 322 is a unit that acquires the analysis result of the question and answer from the consultation answer server 41 and records it in the question and answer analysis result data 311. At this time, it is preferable to present a frequently asked question and answer so that the question and answer as a target of regulation can be easily discriminated.

  The circulation route determination unit 324 is a unit that determines the document to be updated by the document update unit 323, the person who edits the document, the person who approves the document, and the order of approval, and registers the document in the circulation route data 313. In particular, when a rule is edited, the circulation route is determined by an administrator who manages the rule. The administrator refers to the analysis result in the consultation answer subsystem 4 or the like, and identifies the question and answer to be edited such as the frequently asked question and answer. Further, when a rule related to the question and answer specified by the business rule server 31 by searching the specified document storage device 22 in natural language is extracted, the administrator specifies the rule to be edited from the search result. . When the rule to be edited is specified, the person who edits the rule, the person who approves it, and the order of approval are determined, and the instructions are circulated. At this time, it is preferable to indicate a guideline for editing the rule.

  The document update unit 323 is a unit that presents the question and answer analysis result data 311 and causes the business rule editing terminal 32 to edit the specified document. In the business rule editing terminal 32, the document is edited with reference to the screens as shown in FIGS. When editing a document, after checking out a predetermined document, the status of the circulation status data 314 is changed to “Checked Out”, and after editing is completed and checked in, the status is changed to “Checked In”. change.

  In the preferred embodiment of the present invention, a case will be described in which the first approval terminal 33a performs the first stage approval, and then the second approval terminal 33b sets the circulation route for performing the second stage approval. To do.

  The circulation control unit 325 refers to the circulation route data 313 and performs a control of performing document circulation according to the determined circulation route. At this time, each time the circulation stage is passed, the circulation status data 314 is updated to a status such as “Applying nth stage approval”.

  Here, it is preferable that the circulation route determination means 324 further specifies an editor for the specified document. In this case, the document update unit 323 performs control so that only the editor designated by the circulation route is allowed to check out.

  The input / output control device 301 is a device that controls the input and output of the business regulation server 31 and transmits them to the central processing control device. The communication control device 302 is a device that serves as an interface for the business regulation server 31 to connect to the in-house communication network 9, and is a LAN card, a LAN board, or the like. The input device 303 is a device that performs input to the business regulation server 31 and includes a keyboard, a mouse, and the like. The display device 304 is a device that displays a screen presented by the business regulation server 31, and is a liquid crystal display, a CRT display, or the like.

  The database server 2 includes an image file storage device 21 and a prescribed document storage device 22 that are used in the business regulation subsystem 3. The image file storage device 21 includes an image representing a processing flow and a conceptual diagram to be displayed in a business regulation document such as a standard document of a business procedure or a system operation manual, an image captured by a scanner from a notification sent from outside, It is a database for managing ISV files used in ISV (Independent Software Vender) software for related documents.

  The prescribed document storage device 22 is a database that manages textual data of business rules written in XML (eXtensible Markup Language). The registered XML document is described in a structure that conforms to a predetermined DTD (Document Type Definition). As shown in FIG. 5, the prescribed document storage device 22 is configured by data having a tree structure. FIG. 5A is a tag structure management table showing structures other than the lowest level. In the tag structure management table other than the lowest level, a relation ID for identifying a table and a relation ID for identifying a table that is a subordinate structure of the relation ID are associated with each other. FIG. 5B is a tag structure management table showing the lowest level structure. In the tag structure management table at the lowest level, the relation ID for identifying the table is associated with the end XML document.

  As shown in FIG. 6A, the relation ID forms a hierarchical tree structure, such as a relation ID of a lower structure associated with the relation ID and a lower relation ID associated with the relation ID of the lower structure. is doing. That is, when the tag structure management table having a structure other than the lowest level shown in FIG. 5A is traced, the tag structure management table having the lowest level structure shown in FIG. The XML document can be referred to. The relation ID is an identifier that identifies the XML document, but may be the same identifier as the item number or may be a different number.

  FIG. 6B shows an example of specific data. In FIG. 6B, the relation ID “15” is associated with the relation ID “21”, and the relation ID “21” is associated with the relation ID “23”. In the example of FIG. 6B, since the relation ID “23” is the lowest level, the relation ID “23” is associated with an XML document along a predetermined DTD.

  Here, a case has been described in which one relation ID is associated with one lower relation ID, but one relation ID may be associated with a plurality of lower relation IDs.

  By providing a tree structure in this way, it is possible to have a database structure that makes it easy to add or delete specified documents. Therefore, in the best mode of the present invention, questions and answers and risk analysis related to office management can be flexibly reflected in the office rules document. Further, although the prescribed document storage device 22 has been described, the image file storage device 21 preferably has the same configuration.

  The database server 2 also includes a communication control device 202 and an input / output control device 201, as with the business regulation server 31.

  With reference to FIG. 7, the update process of the prescribed document according to the preferred embodiment of the present invention will be described. The prescribed document update process shown in FIG. 7 is executed after the administrator specifies the case and the document to be reflected in the prescribed document with reference to the question and answer analysis result data 311.

  First, in step S 101, the circulation route determination unit 324 of the business regulation server 31 determines the circulation route by the circulation route determination unit 324 and registers it in the circulation route data 313. Here, a case where the first approval is performed by the first approval terminal 33a and the second approval is performed by the second approval terminal 33b will be described. At this time, the office rules editing terminal 32 for editing the rules document is also designated. Further, the status of the business regulation document to be edited is set to the “checkout permission” status. When a terminal that edits the specified document is also specified, only checkout from the specified terminal is permitted, and checkout from other terminals is disabled.

  In step S102, when a checkout request is transmitted from the business rule editing terminal 32 in charge of editing the business rules to the business rule server 31, the document update unit 323 of the business rule server 31 sets the status of the specified document to " It is determined whether or not “checkout permission” is set. If “checkout permission” is not set, the process is terminated. When “checkout permission” is set, the requested rule document editing terminal 32 is made to check out the specified rule document. At this time, if the terminal to be edited is also designated in step S101, the checkout is permitted only when the request is a checkout request from the designated terminal.

  When the prescribed document is checked out in step S104, the document is edited in the business rule editing terminal 32 in step S105. When the editing of the document is completed, the edited rule document is checked into the business rule server 31 from the business rule editing terminal 32 in step S106.

  When it is confirmed that the check-in has been performed, the business regulation server 31 starts the approval by referring to the circulation route data 313 by the circulation control means 325 in step S107.

  First, in step S108, the circulation control unit 325 of the business provision server 31 requests the first approval terminal 33a for approval, and receives the approval result from the first approval terminal 33a in step S109. In step S110, when the received approval result is not approval permission, the process ends. On the other hand, when the approval result received in step S109 is approval permission, the circulation control means 325 of the business rule server 31 further requests the second approval terminal 33b for approval, and in step S112, the second approval terminal. An approval result is received from 33b. If the approval result is not approval permission, the process ends. On the other hand, if the approval result received in step S112 is approval permission, the edited document is registered in the specified document storage device 22 of the database server 2 by the document update unit 323 in step S114. At this time, registration is performed in association with the relation ID of the lowest level shown in FIGS. 5 and 6, and the association of the relation ID of the level other than the lowest level is also registered if necessary. Further, a public version of the prescribed document for publication on the Web server 7 is also created, and the prescribed document is presented to the office terminal via the Web server 7.

(Consultation response subsystem 4)
With reference to FIG. 8, the consultation reply subsystem 4 according to the preferred embodiment of the present invention will be described in detail. The consultation answer server 41 provided in the consultation answer subsystem 4 includes question and answer analysis result data 412, question and answer presentation means 421, question and answer registration means 422, circulation control means 423, response disclosure means 424, and question and answer analysis means 425. , FAQ control means 426, regulation search means 427, input / output control device 401, communication control device 402, input device 403, and display device 404.

  The question and answer analysis result data 412 is stored in a storage device 406 such as a magnetic disk device or a semiconductor disk device. The storage device 406 stores a consultation answer program for realizing the consultation answer server 41. By loading the consultation answer program into the central processing control device 405, the question and answer presentation means 421, the question and answer registration means 422, the circulation control means 423, the response disclosure means 424, the question and answer analysis means 425, the FAQ control means 426, A rule retrieval unit 427 is installed in the consultation response server 41.

  The consultation response subsystem 4 reads and updates the question and answer analysis result data 412. The question and answer analysis result data 412 is a storage device that stores the results of the analysis performed based on the history of the question and answer stored in the question and answer storage device 23 of the database server 2.

  As shown in FIGS. 9A to 9G, the question-and-answer storage device 23 includes a questionnaire table 23a, an answer approval table 23b, an answer-related file table 23c, a category correlation table 23d, an FAQ table 23e, and a prescribed FAQ correlation. A table 23f and a management information table 23g are provided.

  The questionnaire table 23a includes information on questions received from the office terminals 6a and 6b. In the questionnaire table 23a, as shown in FIG. 9A, using the question ID as a key, the question title, question content, status, questioner ID, question registration date, answerer ID, answer registration date, approver ID, approver ID, Each item of approval date is associated. “Question ID” is a unique identifier for identifying a question received from the office terminals 6a and 6b. “Status” is “Accepting” when the question is accepted, “Responding” when the question is received and answered by the respondent, “Accepting” when the respondent is answered and waiting for approval by the approver, Approved “Approval completed” or the like that has been approved by the person is stored as a numerical value. Furthermore, the status of “pending” that was not answered by the respondent may be recorded. Further, the URL for displaying the questionnaire table 23a on the Web server 7 is also stored in association with it.

  The answer approval table 23b includes information regarding the approval of the answer to the question. In the answer approval table 23b, as shown in FIG. 9 (b), using the question ID as a key, the contents of the answer, existence of related file, category ID, answerer ID, answer registration date, rejection reason, approver ID, approval date Each item is associated. “Question ID” is a unique identifier for identifying a question, and the questionnaire table 23a and the answer approval table 23b are associated with each other using the question ID as a key. “Category ID” is an identifier defined in a category correlation table 23d described later, and is determined by the respondent. At this time, after being provisionally determined by the questioner, it may be officially determined by the respondent.

  The answer-related file table 23c includes files related to answers in answers to questions. In the answer related file table 23c, as shown in FIG. 9C, the items of the related file, the respondent ID, and the answer registration date and time are associated with each other using the question ID as a key. “Question ID” is a unique identifier for identifying a question, and is associated with the questionnaire table 23a, the answer approval table 23b, and the answer related file table 23c using the question ID as a key.

  The category correlation table 23d includes master data of categories stored in the answer approval table 23b. In the category correlation table 23d, as shown in FIG. 9D, items of category ID, category name, parent category presence / absence, and parent category ID are associated. This category is preferably stored in a hierarchy.

  The FAQ table 23e includes, for example, frequently asked questions and answers about published questions and answers. In the FAQ table 23e, items such as FAQ ID, question ID, link URL, correlation ID, deletion candidate flag, and FAQ registration date / time are associated. “FAQID” is a unique identifier that identifies the FAQ. The question registered in the FAQ is identified by the “question ID”, and is associated with the questionnaire table 23a, the answer approval table 23b, and the answer related file table 23c. “Correlation ID” is an identifier defined in a prescribed FAQ correlation table 23f described later, and is an identifier of a record indicating a correlation with the regulation. The “deletion candidate flag” stores a flag indicating a deletion candidate, specifically “1” in the example shown in FIG. 9, when a predetermined time has elapsed since the FAQ was registered.

  The specified FAQ correlation table 23f includes information associating the specified FAQ with the FAQ. In the prescribed FAQ correlation table 23f, items of correlation ID, FAQID, and prescribed ID are associated with each other. The “correlation ID” is an identifier that identifies the association between the rule and the FAQ. The FAQ ID is associated with the FAQ table 23e, and the regulation ID is associated with the regulation stored in the regulation document storage device 22.

  The management information table 23g includes setting data for controlling FAQ registration and deletion from the FAQ from the question and answer session. The management information table 23g includes data of a reference calculation period, a reference count threshold, an FAQ continuation period, an FAQ deletion standby period, and an FAQ continuation processing flag. The “reference calculation period” is a period for accumulating the number of times the question and answer has been referred to, and is preferably stored in units of days. For example, if “10” is stored, the FAQ is extracted based on the reference status for 10 days. The “reference count threshold value” is a value serving as a reference for registering in the FAQ when the reference count in the reference calculation period exceeds. The “FAQ continuation period” is a period from when the FAQ is registered until the deletion candidate flag of the FAQ table 23e is set, and is preferably stored in units of months. For example, if “5” is stored, the FAQ is registered for five months, and the deletion candidate flag of the FAQ table 23e is set after five months have passed. The “FAQ deletion waiting period” is a period from when the deletion candidate flag of the FAQ table is set to when the FAQ continuation process is performed, and is preferably stored in units of days. In the “FAQ continuation processing flag”, processing after the end of the FAQ deletion waiting period is stored. For example, if “5” is stored in the FAQ deletion waiting period, the FAQ is registered for 5 days, and if “0” is stored in the FAQ continuation processing flag, the FAQ is deleted and “1” is stored. If stored, the FAQ deletion candidate flag is removed and the FAQ is registered continuously.

  The correlation of each table of the question and answer storage device 23 will be described with reference to FIG. The questionnaire table 23a, the answer approval table 23b, the answer related file table 23c, and the FAQ table 23e are associated with each other by a question ID. The category ID of the answer approval table 23b is defined by the category correlation table 23d, and the correlation ID of the FAQ table 23e is defined by the specified FAQ correlation table 23f.

  Next, each processing means of the consultation reply server 41 will be described.

  The question and answer presenting means 421 is a means for searching the database server 2 based on a request for searching for a question and answer from the office terminals 6a and 6b, and extracting a corresponding question and answer from the questionnaire table 23a, the answer approval table 23b, etc. It is. The retrieved result is presented to the requested terminal. At this time, for example, when the FAQ reference is requested, the FAQ is presented to the office terminals 6a and 6b, and the specified identifier associated with the identifier of the FAQ requested to be referenced is extracted from the specified FAQ correlation table 23f. The prescribed identifier is also presented and linked to the prescribed stored in the prescribed document storage device 22.

  The question and answer registration means 422 receives the question from the office terminals 6a and 6b when the desired question and answer is not obtained after being searched by the question and answer presenting means 421, and the question and answer table 23a of the question and answer storage 23 is provided. Register with. At this time, “Status” is registered as “Receiving”. Furthermore, when a response to the question is received from the respondent, the question ID, which is the question identifier received from the office terminals 6a and 6b, is associated with the response to the question, and the response content is registered in the response approval table 23b.

  The circulation control means 423 refers to the questionnaire table 23a, and is a means for controlling circulation for extracting and responding to an appropriate answerer for the question registered by the question and answer registration means 422. is there. The status of the questionnaire table 23a is updated at any time according to the situation.

  The response disclosure unit 424 is a unit that causes the Web server 7 to disclose a response that may be disclosed. There are two types of responses published here: a case where the response is published after the response is approved, and a case where the response is approved after the response is published.

  The question-and-answer analyzing means 425 refers to the question-and-answer storage device 23 of the database server 2, analyzes the tendency of office consultation by automatically performing clustering, and stores the analysis result in the question-and-answer analysis result data 412 It is. Specifically, the question and answer analysis unit 425 refers to the question-and-answer information, sets criteria such as the appearance frequency of words and the appearance frequency of related phrases in advance, and based on the set criteria, The response storage device 23 is analyzed.

  The FAQ control unit 426 extracts a response with a high reference frequency from the questionnaire table 23a and the answer approval table 23b as a FAQ, inserts it into the FAQ table storage device in association with the identifier of the FAQ, and also reads the reference frequency from the FAQ table storage device. This is a means for extracting and deleting a low FAQ.

  At this time, the FAQ control unit 426 reads the reference calculation period and the reference count threshold from the management information table 23g, and from the access log to the FAQ collected by the Web server 7 such as IIS or Apache, the questionnaire table 23a or the answer The number of references in the reference calculation period of the question content or answer content registered in the approval table 23b is counted and compared with a reference frequency threshold. When the reference count in the reference calculation period is larger than the reference count threshold, a new FAQ ID is assigned, and a new record is inserted into the FAQ table 23e by associating the question ID and URL. At this time, the date and time when a new record is inserted into the FAQ registration date and time is stored.

  Also, the FAQ control means 426 periodically reads out the FAQ table 23e, extracts records in the FAQ table 23e whose period from the FAQ registration date and time is longer than the FAQ continuation period of the management information table 23g, The deletion candidate flag is set to “deletion candidate (= 1)”.

  Here, the FAQ control unit 426 presents the record in which the deletion candidate flag is set to “deletion candidate” to the administrator's terminal during the FAQ deletion waiting period of the management information table 23g. The administrator is made to extract FAQs that are judged to be out of date due to reasons such as changes in office procedures or that are not suitable for being disclosed to all banks, and a deletion request is received from the FAQ management terminal 45. This deletion request includes the FAQ ID to be deleted. Next, the FAQ control unit 426 deletes a record related to the FAQ ID extracted from the FAQ table 23e and the specified FAQ correlation table 23f. On the other hand, if it is determined in the FAQ management terminal 45 that registration is continued in the FAQ, the FAQ control unit 426 changes the deletion candidate flag in the FAQ table 23e to “not a deletion candidate”. If the FAQ management terminal 45 does not determine whether to delete or register even after the FAQ deletion waiting period has elapsed, the FAQ control means 426 performs processing based on the FAQ continuation processing flag in the management information table 23g. Specifically, when the FAQ continuation processing flag is set to “delete”, the FAQ control unit 426 deletes a record in which the deletion candidate flag of the FAQ table 23e is set to “delete”. On the other hand, when “continuation” is set, the FAQ control unit 426 sets the deletion candidate flag of the FAQ table 23e to “not a deletion candidate”.

  The rule retrieval unit 427 retrieves a rule included in the FAQ from the rule document storage device 22 in which a rule for performing the paperwork is stored in association with the rule identifier, and searches for the identifier of the FAQ. Are stored in the specified FAQ correlation table 23f in association with each other.

  At this time, the rule retrieval unit 427 performs a natural language search of the rule document storage device 22 using the contents of the FAQ as a key, and extracts a rule related to the FAQ. The extracted specified ID is registered in the specified FAQ correlation table 23f together with the FAQ ID of the FAQ that is the key. The FAQ can be associated with a plurality of prescribed IDs by increasing the column of prescribed IDs.

  When the FAQ is searched in the question and answer presentation unit 421, the specified ID associated here can be related to the specified ID together with the searched FAQ to present a specified document related to the specified ID.

  The input / output control device 401, communication control device 402, input device 403, and display device 404 are the same as the input / output control device 301, communication control device 302, input device 303, and display device 304 described in FIG.

  With reference to FIG. 11, the process which registers the question which concerns on the best embodiment of this invention, and answers with respect to a question is demonstrated. Here, a case will be described in which a question is made from the first branch office terminal 82a among the office terminals and the consultation response terminal 42 answers.

  First, in step S201, the consultation response server 41 receives a request for searching for an unclear point generated during the office procedure from the first branch office terminal 82a, and in response to this, the question and answer presentation unit 421 Search for questions. If a search is made, in step S203, the consultation response server 41 presents the search result to the first branch office terminal 82a. If no search is made in step S202, the question and answer registration unit 422 registers the question in the question and answer storage device 23 in step S204.

  When the question is registered in step S204, in step S205, the consultation answer server 41 extracts the consultation answer terminal 42 that answers the consultation by the circulation control means 423, and distributes the question to the consultation answer terminal 42.

  Next, in step S206, the consultation answering terminal 42 determines whether or not to answer the question. For example, if the consultation answer terminal 42 cannot answer the question because it is a specialized question, the expert answer terminal 44 that answers is extracted, and the question is distributed to the expert answer terminal 44 in step S207. In step S208, when answering the question and answer, the expert response terminal 44 informs the consultation answer server 41 that the question is to be held and ends the process in step S209. At this time, the consultation reply server 41 updates the status of the questionnaire table 23a to a status such as “Replying” or “Pending”. On the other hand, when answering at the specialized answering terminal 44 in step S208, a question answer is created, and in step S211, the question answer is transmitted to the consultation answering terminal 42.

  On the other hand, if question distribution is not performed in step S206, the consultation response terminal 42 creates an answer. At this time, when the answer is put on hold in step S210, in step S209, the consultation answer server 41 is notified that the question is put on hold, and the process ends. On the other hand, when answering at the consultation response terminal 42 in step S210, an answer is created, and in step S212, a question and answer response is transmitted to the consultation response server 41. At this time, the question response transmitted from the professional response terminal 44 in step S211 is also transmitted to the consultation response server 41 via the consultation response terminal 42 in step S212.

  When a question response is transmitted in step S212 and received by the consultation response server 41, the consultation response server 41 registers the response in the question and answer storage device 23 in step S213. At this time, the status of the circulation status data 411 is also updated. Specifically, if approval is required before publication, the status is updated to “waiting for approval”.

  When the response is registered in step S213, the consultation response server 41 requests approval from the approval terminal 43 in step S214, and receives the approval result from the approval terminal 43 in step S215. If the approval is not permitted in step S215, the circulation status data 411 is updated to “rejected”, and “rejection reason” in the question and answer storage device 23 is also registered.

  If the approval is permitted in step S215, the response disclosing means 424 publishes the question and answer to the web server 7 in step S216. Further, in step S217, the consultation reply server 41 notifies the first branch office terminal 82a that the response has been made public.

  In FIG. 11, the question response is released after being approved by the approval terminal 43. In this case, it is possible to carefully disclose responses regarding questions that require precise answers or questions in rare cases.

  On the other hand, for example, questions that are not complicated, questions that do not require precise answers, or questions that require quick response, as shown in FIG. You may make it get. FIG. 12 describes the processing after registration of the response in step S213 in FIG.

  When the response is registered in step S213, the business regulation server 31 publishes the question response to the Web server 7 by the response disclosure unit 424 in step S251. Thereafter, the consultation response server 41 requests the approval terminal 43 for approval in step S252, and receives the approval result from the approval terminal 43 in step S253. If the approval is permitted in step S254, the response is continued to be disclosed. On the other hand, if the approval is not permitted, the process ends.

In this case, it is preferable that the response is released and the consultation response terminal 42 makes an answer again.

  Next, with reference to FIG. 13, the process of registering the FAQ in the FAQ table 23e by the FAQ control means 426 in the best mode of the present invention will be described. This FAQ registration process is executed when a predetermined time has elapsed. If it is determined in step S301 that the predetermined time has elapsed, the processing from step S302 to step S306 is executed for all the questions and answers registered in the questionnaire table 23a.

  Specifically, in step S302, for a predetermined question and answer, the reference count of the question and answer is calculated from log information such as IIS and Apache. In step S303, the reference count calculated in step S302 is compared with the reference count threshold stored in the management information table 23g. If the reference count is smaller, the process is terminated. On the other hand, when the reference count is larger, the question and answer is registered in the FAQ table 23e. Specifically, the question ID and URL related to the question and answer are extracted from the questionnaire table 23a. In step S305, a new FAQ ID that is not used in the FAQ table 23e is assigned, and in step S306, the new FAQ ID is associated with the question ID, URL, and the like, and registered in the FAQ table 23e. At this time, the FAQ registration date and time is also stored based on the registered time.

In this way, the process from step S302 to step S306 is executed for all the questions and answers registered in the questionnaire table 23a.
Next, processing for deleting a record by the FAQ control unit 426 when a deletion request is received from the FAQ management terminal 45 will be described.

  In step S311, when a deletion request is received from the FAQ management terminal 45, in step S312, the record associated with the FAQ ID requested to be deleted is deleted from the FAQ table 23e. Further, in step S313, the record in which the FAQID requested to be deleted is extracted from the specified FAQ correlation table 23f and the FAQID stored in the specified FAQ correlation table 23f is deleted.

  Next, a process for maintaining the FAQ by the FAQ control means 426 will be described. This FAQ maintenance support process is executed when a predetermined time has elapsed.

  If it is detected in step S321 that a certain time has elapsed, the processes of steps S323 and S324 are performed for all the FAQs registered in the FAQ table 23e. Specifically, in step S323, the FAQ registration period calculated from the FAQ registration date and time in the FAQ table 23e is compared with the FAQ continuation period in the management information table 23g. If the FAQ registration period is longer, the process proceeds to step S324. The deletion candidate flag of the FAQ record in the FAQ table 23e is set to “deletion candidate”. If the FAQ registration period is shorter, the process is terminated as it is.

  When the processing of step S323 and step S324 is completed for all FAQs, in step S325, the FAQ table 23e is read, a record with the deletion candidate flag set to “deletion candidate” is extracted, and the deletion candidate data list is displayed in the FAQ management terminal. 45.

  Next, in step S326 and step S327, the FAQ control unit 426 waits for reception of a processing request from the FAQ management terminal 45 within the FAQ deletion waiting period. When the processing request is received within the FAQ deletion waiting period, the FAQ table is updated according to the processing request in step S328. On the other hand, if a deletion request is not received within the FAQ deletion waiting period, processing is performed based on the FAQ continuation processing flag in the management information table 23g in step S329. Specifically, when the FAQ continuation processing flag is set to “delete”, the record in which the deletion candidate flag is set to “deletion candidate” in the FAQ table 23e and the specified FAQ correlation table 23f related to the record. Delete the record. On the other hand, when the FAQ continuation processing flag is set to “continuation”, the deletion candidate flag of the FAQ table 23e is set to “not a deletion candidate”. At this time, the FAQ registration date and time may be set to the date and time when the record was updated.

(Example of screen presented by the paperwork support system)
With reference to FIG. 16 thru | or FIG. 21, an example of the screen which the web server 7 presents the information regarding a business rule in the paperwork support system 1 is demonstrated. Based on the request from the office terminal, the Web server 7 acquires information in accordance with the request from the office regulation server 31, the consultation response server 41, the risk management server 51, the database server 2, etc., for example, as an HTML document via a browser. To the office terminal.

  When accessed from the office terminal to the Web server 7, the Web server 7 presents an office regulation portal screen P101 shown in FIG. The business rules portal screen P101 presents a menu portion 601 that presents documents, manuals, tools, etc. in the business rules, a search condition input portion 602 that allows the user to input search conditions for the business rules document to be acquired, and the titles of items to be updated as needed. The office contact section 603 and the index section 604 for referring to the office rules using the index are provided.

  When the business contact unit 603 is clicked on the business regulation portal screen P101, the Web server 7 presents a communication item presentation screen P102 shown in FIG.

The contact item presentation screen P102 includes a contact item detail display unit 605 for displaying in detail a contact item corresponding to the title clicked on the business regulation portal screen P101. Here, for example, when the format is changed, it is preferable to provide a notification display link L101 which is a link to a document indicating the format after the change. Thus, when the notification display link L101 is clicked, the changed format can be confirmed.

  When the index section 604 is clicked on the business regulation portal screen P101, the Web server 7 presents the index list presentation screen P103 shown in FIG. The index list presentation screen P103 includes an index list section 606 that displays a list of indexes corresponding to the keywords clicked on the business regulation portal screen P101. When “ta line” is clicked on the business regulation portal screen P101, the Web server 7 presents an index list of “ta line”. In FIG. 18, an index starting with “to” among “ta lines” is presented. Each index includes a link such as a business rule display link L102 that presents a business rule, an image file, or the like. Also, here, the index in order is described, but as shown in the menu section of FIG. 18, there may be an index according to the type of business regulations. In addition, there may be an index specially written only for items with many inquiries. Although not shown, it is preferable that the index list presented here is associated with an item number for identifying the business rules.

  When presenting a business rule, the Web server 7 presents a business rule presentation screen P104 as shown in FIG. The business rule presentation screen P104 is presented as needed when referring to a business rule from a business terminal. As shown in FIG. 19, the business rule presentation screen P104 includes a menu unit 601 that presents a hierarchy of the selected business rules, and a business rule presentation unit 607 that presents the selected business rules. For example, when a business rule category is selected and a business rule is presented, when a business rule selection link L103 provided in the menu unit 601 is clicked, a business rule presentation screen P104 is presented. Here, when the menu unit 601 is presented in a business-defined hierarchical structure, it preferably corresponds to the hierarchical structure of the XML file in the specified document storage device 22 of the database server 2. When the related FAQ display link L107 is clicked, the specified FAQ correlation table 23f is read, the FAQ related to the displayed rule is extracted, and linked to the display screen of the FAQ.

  The business rule presentation unit 607 includes a related notification display link L104 for displaying a notification related to the presented business rule, and a related form display link L105 for displaying a related form. The terms described in the business rules are preferably linked to a glossary or related business rules.

  Further, when the business rule display link L102 on the index list presentation screen P103 is clicked, the Web server 7 may present the business rule presentation screen P104 shown in FIG. In this case, it is preferable that an index of “ta line” is presented in the menu portion 601.

  When the related notification display link L104 is clicked on the business rule presentation screen P104, the Web server 7 presents the related notification display screen P105 shown in FIG. The related notification presentation screen P105 includes a related notification display unit 608 that displays notifications related to the business rules presented on the business rules presentation screen P104. When there are a plurality of related notifications, a screen or a frame for selecting a notification to be displayed may be provided.

  When the related form display link L105 is clicked on the business rule presentation screen P104, the Web server 7 presents the related form display screen P106 shown in FIG. The related form presentation screen P106 includes a related form display unit 609 that displays a notification related to the business rules presented on the business rule presentation screen P104. When there are a plurality of related forms, a screen or a frame for selecting a form to be displayed may be provided.

  With reference to FIGS. 22 to 27, an example of a screen on which the Web server 7 presents information related to office consultation in the office processing support system 1 will be described. Web server 7 When accessed from the office terminal to the web server 7, the web server 7 presents the office consultation search screen P201 shown in FIG. The office consultation search screen P201 may be presented from a link on the office rules portal screen P101. The office consultation search screen P201 includes a search condition input unit 701 for inputting search conditions, and a search guide unit 702 in which guidance on search is described.

  In the search condition input unit 701, when a question sentence or a keyword is clicked and a search button B201 is clicked, a question and answer is searched under the specified condition. When the clear button B202 is clicked, the inputted question sentence or keyword is clicked. In addition, a check box “search in category” may be provided here, and if it is checked, the search may be performed only in a predetermined category. When the search condition is input and the search button B201 is clicked on the office consultation search screen P201, the Web server 7 presents a search result list screen P202 including a search result list display unit 703 that displays the search results. The search result list display unit 703 displays a list of searched questions and answers.

  When one is clicked on the search result list screen P202, the Web server 7 presents a search result display screen P203 including a search result display unit 704 that displays in detail the clicked question and answer shown in FIG. When the FAQ is searched, a screen similar to the search result display screen P203 is displayed. In this case, a related regulation display link L106 is provided, and a regulation ID related to the searched FAQ ID is extracted from the regulation FAQ correlation table 23f and linked to the regulation display screen.

  If a desired search result is not obtained on the search result list screen P202, the question is registered in the consultation response server 41 from the office terminal via the question registration screen P204 shown in FIG. In the question registration screen P204, the questioner code such as the employee number of the questioner and the question content are entered. When the send button B203 is clicked, the Web server 7 sends the entered content to the consultation response server 41. To do. When the clear button B204 is clicked, the entered questioner code and question content are cleared.

  In FIG. 22 to FIG. 24, the case of searching for a question and answer was described, but as shown in FIG. 26, a question and answer list presenting screen for displaying a list of questions and answers registered in the question and answer storage device 23 of the database server 2. P205 may be presented. At this time, only the matter content that is the content of the question may be displayed, or the matter title that is a category corresponding to the matter content may be presented. On the question and answer list presentation screen P205, the guide number, the date on which the guide was registered, the inquiry item described briefly, the inquiry content described in detail, etc. are described corresponding to the data items in the question and answer storage device 23. Preferably it is done. Here, it is preferable that a detailed display link L201 is provided in the inquiry item of each record.

  When the detail display link L201 is clicked on the question and answer list presentation screen P205, the Web server 7 presents a question and answer detail display screen P206 as shown in FIG. In the question and answer detail display screen P206, it is preferable that the questioner code, the answerer code, and the like be converted into a name, a department, and the like and presented. The question and answer detail display screen P206 includes a category display unit 710, which is selected by the respondent, and the category ID of the answer approval table 23b is converted into a category name and displayed. Further, a related reference display link L202 is provided in the reference referred to in the answer, and when the related specified display link L202 is clicked, a link is made to the display screen of the specified.

  With reference to FIG. 28 to FIG. 33, an example of a screen presented by the Web server 7 when analyzing in the consultation response subsystem 4 in the paperwork support system 1 will be described. The Web server 7 presents an analysis condition designation screen P207 for designating analysis conditions as shown in FIG. Here, items such as a database for analysis such as office consultations and accidents, an analysis target period, a narrowed keyword, a maximum number of narrowed down items, a hierarchy to be displayed, and a maximum number of the highest class are specified.

  The search result based on the condition input on the analysis condition designation screen P207 is presented on the analysis result list display screen P208 shown in FIG. On the analysis result list display screen P208, the cases are counted for each cluster and displayed in a bar graph corresponding to the number of cases. Here, the cluster is a classification category such as “deposit”, “domestic exchange”, “service business”, and the like. In FIG. 29, for items such as “inheritance” and “seal slip” obtained by further subdividing the “deposit” cluster, keywords classified into the subdivided cluster and the number of corresponding cases are presented. Furthermore, it is also preferable to visually present it as a bar graph or the like.

  The result may be presented on the analysis result hierarchy display screen P209 shown in FIG. On the analysis result hierarchy display screen P209, the cases are counted for each of the hierarchized clusters and displayed as a bar graph. In FIG. 30, the “deposit” category is associated with “inheritance”, “seal stamp”, “ordinary deposit”, and the like as lower-level categories.

  Further, the result in a specific cluster may be presented on the analysis result time series display screen P210 shown in FIG. The analysis result time series display screen P210, for example, counts cases in units of months according to the date and time when the cases are registered, and displays them in a bar graph.

  FIG. 31 shows the analysis result of the “inheritance” category in the “deposit” category.

  Further, in order to narrow down the target data more precisely, a case extraction condition input screen P211 as shown in FIG. 32 may be presented. Here, for a predetermined item, a condition for extracting target data is specified by checking a check box or selecting an item from a pull-down item. In FIG. 32, “Monthly” that presents a graph or a table arranged monthly is selected.

  When the display button B205 is clicked on the case extraction condition input screen P211, the Web server 7 presents a case extraction result screen P212 as shown in FIG. The case extraction result screen P212 includes an extraction condition display unit 707, a display method designation unit 708, and an extraction result display unit 709. The extraction condition display unit 707 displays the extraction conditions set on the item extraction condition input screen P211. In the display method designating unit 708, the display method of the result displayed on the case extraction result screen P212 is designated. In the extraction result display unit 709, the items extracted under the conditions specified by the extraction condition display unit 707 are displayed using the display method specified by the display method specification unit 708. When any item in the display method designating unit 708 is selected, the extraction result display unit 709 is displayed again according to the changed condition.

  Referring to FIGS. 28 to 33, the case where the question and answer of the office consultation is analyzed in the consultation answer subsystem 4 has been described, but the same applies to the case where the risk is analyzed in the risk management subsystem 5. In the risk management subsystem 5, a standard value is set for the actual loss or the amount of work in the bank, and the sales offices below the standard value are extracted and notified to the officers.

  With reference to FIGS. 34 and 35, an example of a screen in the case of editing a rule from the analysis result in the consultation response subsystem 4 will be described.

  The manager of the business rules refers to the question and answer analysis result data 311, identifies a case for editing the rules, and displays the details of the case on the administrator's terminal. As shown in FIG. 34, the manager / question / answer detail display screen presented to the administrator differs from the question / answer detail display screen P206 shown in FIG. 27 in that it includes a rule search button B206.

  When the rule search button B206 is clicked by the administrator, the business rule server 31 performs a natural language search on the rule document storage device 22 using the description contents of the displayed case as a search keyword, as shown in FIG. An associated rule document is displayed, and an administrator rule selection screen P215 is displayed that allows the administrator to select a rule to be edited. Here, only the specified title is described, but the specified item number may also be described. Each of these rules is provided with a check box, and checking the check box allows the administrator to select a rule to be edited. When the rule to be edited is determined and the rule edit button B207 is clicked by the administrator, the route for determining the circulation route for determining the rule to be edited, the person to be edited, the approver, the order of approval, etc. Attached route determining means 324 is executed.

  On the other hand, when the clear button B208 is clicked, the manager question and answer detail display screen P214 is presented.

  According to the best mode of the present invention, conventionally, a database is maintained independently for each subsystem. Information distribution and information trend analysis become possible.

  In addition, it is possible to reduce the processing load on the administrator in FAQ maintenance by automatically generating a FAQ reflecting user usage trends and selecting deletion candidates based on the number of days that have elapsed since registration. Furthermore, by systemizing a series of operations from editing, approving and publishing business rules, management of business rules is centralized, thereby reducing the risk.

(Other embodiments)
As described above, the present invention has been described according to the best mode for carrying out the invention. However, it should not be understood that the description and drawings constituting a part of this disclosure limit the present invention.

From this disclosure, various alternative embodiments, examples and operational techniques will be apparent to those skilled in the art.

  For example, in the best mode of the present invention, a server is installed for each subsystem, but a similar system may be realized by using a server having all functions in one computer. .

  It goes without saying that the present invention includes various embodiments not described herein. Therefore, the technical scope of the present invention is defined only by the invention specifying matters according to the scope of claims reasonable from the above description.

FIG. 1 is a system configuration diagram of a business processing support system according to the preferred embodiment of the present invention. FIG. 2 is an example of a screen presented by the question and answer analysis means in the consultation answer subsystem according to the preferred embodiment of the present invention. FIG. 3 is an example of a screen for referring to question and answer analysis result data in the business regulation subsystem according to the preferred embodiment of the present invention. FIG. 4 is a detailed system configuration diagram of the business regulation subsystem according to the preferred embodiment of the present invention. FIG. 5 is a diagram for explaining the data structure of the prescribed document storage device according to the preferred embodiment of the present invention. FIG. 6 is a diagram for explaining an example of the data structure and data of the prescribed document storage device according to the preferred embodiment of the present invention. FIG. 7 is a sequence diagram showing a process from editing a document to updating it in the business regulation subsystem according to the preferred embodiment of the present invention. FIG. 8 is a detailed system configuration diagram of the consultation reply subsystem according to the preferred embodiment of the present invention. FIG. 9 is a diagram for explaining the data structure of a table included in the question and answer storage device according to the preferred embodiment of the present invention. FIG. 10 is a diagram for explaining the correlation of tables included in the question-and-answer storage device according to the preferred embodiment of the present invention. FIG. 11 is a sequence diagram showing a process of searching for a question and answer in the office consultation subsystem according to the preferred embodiment of the present invention and, if not searched, registering the question and releasing the response after being approved. It is. FIG. 12 is a sequence showing a process of searching for a question and answer in the office consultation subsystem according to the preferred embodiment of the present invention, registering a question when not searched, and approving after the response is published FIG. FIG. 13 is a flowchart for explaining a process for registering a FAQ by the FAQ control means in the office work consultation subsystem according to the best embodiment of the present invention. FIG. 14 is a flowchart for explaining a process for deleting a FAQ by the FAQ control means in the office work consultation subsystem according to the best embodiment of the present invention. FIG. 15 is a flowchart for explaining processing for supporting FAQ maintenance by FAQ control means in the office work consultation sub-system according to the best embodiment of the present invention. FIG. 16 is an example of a business regulation portal screen presented when a web server is accessed from a business terminal in the preferred embodiment of the present invention. FIG. 17 is an example of a business item presentation screen presented when the business contact section is clicked on the business rule portal screen in the best mode of the present invention. FIG. 18 is an example of an index list presentation screen presented when an index section is clicked on the business regulation portal screen in the best mode of the present invention. FIG. 19 is an example of the business rule presentation screen presented when the business rule display link is clicked on the index list presentation screen in the preferred embodiment of the present invention. FIG. 20 is an example of the related notice presentation screen presented when the related notice display link is clicked on the business rule presentation screen in the best mode of the present invention. FIG. 21 is an example of a related form presentation screen that is displayed when the related form display link is clicked on the business rule presentation screen in the best mode of the present invention. FIG. 22 is an example of an office consultation search screen for searching for office consultations in the best mode of the present invention. FIG. 23 is an example of a search result list screen for displaying a list of search results for business consultations in the best mode of the present invention. FIG. 24 is an example of a search result display screen for displaying in detail the search result of the office consultation in the preferred embodiment of the present invention. FIG. 25 is an example of a question registration screen for registering questions in the preferred embodiment of the present invention. FIG. 26 is an example of a question and answer list presenting screen for displaying a list of questions and answers recorded in the question and answer storage device according to the preferred embodiment of the present invention. FIG. 27 is an example of a Q & A detail display screen for displaying details of the Q & A recorded in the Q & A storage device in the best mode of the present invention. FIG. 28 is an example of an analysis condition designation screen for inputting conditions to be analyzed by the question-and-answer analysis means in the best mode of the present invention. FIG. 29 is an example of an analysis result list display screen for displaying a list of analysis results in the results analyzed by the question and answer analysis means in the best mode of the present invention. FIG. 30 is an example of an analysis result hierarchy display screen for hierarchically displaying the analysis results for each cluster in the results analyzed by the question and answer analysis means in the preferred embodiment of the present invention. FIG. 31 is an example of an analysis result time series display screen for displaying the analysis results in time series for each cluster in the results analyzed by the question and answer analysis means in the best embodiment of the present invention. FIG. 32 is an example of a case extraction condition input screen for inputting a condition for extracting and displaying a case in the best mode of the present invention. FIG. 33 is an example of a case extraction result screen that displays cases extracted according to the conditions input on the case extraction condition input screen in the best mode of the present invention. FIG. 34 is an example of an administrator question and answer detail display screen presented to the administrator in the preferred embodiment of the present invention. FIG. 35 is an example of a rule selection screen for managers that searches for rules related to cases such as questions and answers and risks and selects the rules to be edited in the preferred embodiment of the present invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 ... Office processing support system, 2 ... Database server, 3 ... Office regulation subsystem, 4 ... Consultation reply subsystem, 6a, 6b ... Head office office terminal, 7 ... Web server, 8a, 8b ... Sales office subsystem, 9 ... Internal communication network, 10 ... External communication network, 21 ... Image file storage device, 22 ... Regular document storage device, 23 ... Question and answer storage device, 23a ... Questionnaire table, 23b ... Answer approval table, 23c ... Answer related file table, 23d ... Category correlation table, 23e ... FAQ table, 23f ... Prescription FAQ correlation table, 23g ... Management information table, 31 ... Office prescription server, 32 ... Office prescription editing terminal, 33a, 33b ... Approval terminal, 41 ... Consultation answer server, 42 ... Consultation answering terminal, 43 ... Authorization terminal, 44 ... Specialized answering terminal, 45 ... F Q management terminal, 51 ... Risk management server, 81a, 81b ... Sales office server, 82a, 82b ... Sales office office terminal, 201, 301, 401 ... Input / output control device, 202, 302, 402 ... Communication control device, 221 ... Database control means, 303, 403 ... input device, 304, 404 ... display device, 305, 405 ... central processing control device, 306, 406 ... storage device, 311 ... question and answer analysis result data, 313 ... circulation route data, 314 ... circulation status data, 321 ... document browsing means, 322 ... analysis result acquisition means, 323 ... document update means, 324 ... circulation route determination means, 325 ... circulation control means, 412 ... question and answer analysis result data, 421 ... Q & A presentation means 422 ... Q & A registration means 423 ... Circulation control means 424 ... Response disclosure means 425 ... Quality Response analysis means, 426 ... FAQ control means, 427 ... specified search means

Claims (4)

In the consultation response server that supports smooth paperwork at the office terminal,
Question and answer registration means for storing the question received from the office terminal in the questionnaire table storage device in association with the question identifier, and storing the response to the question in the answer approval table storage device,
From the questionnaire table storage device and the answer approval table storage device, the frequently asked questions and responses are extracted as FAQs, and are inserted into the FAQ table storage device in association with the FAQ identifiers. A consultation response server comprising: FAQ control means for extracting and deleting the FAQ with a low reference frequency from the apparatus. The specified document storage device in which a rule for performing the paperwork is stored in association with the specified identifier is searched using a word included in the FAQ as a key, and the identifier of the FAQ and the searched specified identifier The consultation reply server according to claim 1, further comprising: a rule search unit that stores the information in the rule FAQ correlation table storage device in association with each other. When the office terminal requests the FAQ, the FAQ is presented to the office terminal, and the specified identifier associated with the identifier of the FAQ requested to be referred from the specified FAQ correlation table storage device. The consultation response server according to claim 2, further comprising: a question and answer presenting unit that extracts the information and presents the specified identifier and links to the specified identifier. In consultation reply program to support smooth paperwork with office terminal,
Means for associating a question identifier received from the office terminal with a response to the question in a reply approval table storage device;
The question and response with a high reference frequency are extracted as a FAQ from the answer approval table storage device and inserted into the FAQ table storage device in association with the identifier of the FAQ, and the reference frequency from the FAQ table storage device is low. A consultation response program that is executed by a computer to realize means for extracting and deleting FAQs.

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