JP2006072609A - Inquiry processor, method for processing inquiry, and inquiry processing program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To enable an answerer to process an inquiry from an interrogator according to the time required to answer the inquiry. <P>SOLUTION: From an inquiry pattern storage part 102a that stores a plurality of inquiry patterns, an inquiry pattern detection part 102b detects the inquiry pattern that matches a new inquiry inputted via an inquiry input part 301. A required answering time output part 102c reads from the inquiry pattern storage part 102a the time required to answer the inquiry pattern detected, and sends the time to an inquiry storage part 103. The inquiries stored in the inquiry storage part 103 are aligned by an inquiry alignment part 104 according to the time required to answer them. The inquiries are then presented to the answerer on an inquiry display part 105. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to an inquiry processing device, an inquiry processing method, and an inquiry processing program, and more particularly to an inquiry processing device, an inquiry processing method, and an inquiry processing program that can process an inquiry from a questioner based on a required response time.

  Conventionally, inquiry processing devices that respond to inquiries from respondents using the Internet or telephone by using a computer to search for and respond to necessary information have been used at companies and public service centers. Widely used (see, for example, Patent Document 1). In the inquiry processing business in which respondents respond to inquiries received from the questioner using such an inquiry processing device, the time required for the respondent to respond after receiving the inquiry from the questioner It is extremely important to shorten the time (hereinafter referred to as response time) in order to improve customer satisfaction (see, for example, Patent Document 2).

  Here, when there are inquiries from multiple questioners, if the time required for answering the inquiries is known in advance, the average answer required for these inquiries will be required if responses are made in order from the inquiries with the shortest time required for the answers. Since time is the shortest, customer satisfaction can be improved.

  On the other hand, if the time required for answering the inquiry is known, an expert respondent will take charge of inquiries about complicated contents that require a long time to answer. It becomes possible.

However, in the related art, an inquiry processing apparatus that can cause an answerer to process an answer based on an answer required time for an inquiry from an inquirer has not been sufficiently studied.
JP 2002-140328 A (page 4, FIG. 1) JP 2002-279164 A (2 pages)

  As described above, in the related art, a sufficient examination has not been made on an inquiry processing apparatus that can perform an answer process based on an answer required time.

  The present invention has been made to solve the above-mentioned problems of the prior art, and for a plurality of inquiries, an answer time required for respondents to process the inquiries is estimated and estimated. To provide an inquiry processing device, an inquiry processing method, and an inquiry processing program capable of performing an inquiry processing operation with high customer satisfaction by allowing an answerer to process an inquiry based on a response time. Objective.

  In order to achieve the above object, an inquiry processing apparatus of the present invention includes an input means for inputting an inquiry, an estimation means for estimating a response time required for an inquiry input by the input means, and an estimation means estimated by the estimation means. Output means for outputting the required response time.

  The inquiry processing method of the present invention outputs an inquiry input step, an estimation step for estimating a response time required for the inquiry input in the input step, and a response time estimated in the estimation step. And an output step.

  The inquiry processing program of the present invention is an inquiry processing program that causes a computer to display a plurality of inquiries, and has an input function for inputting an inquiry and a time required for answering the inquiry input by the input function. An estimation function for estimation and an output function for outputting a response time estimated by the estimation function are provided.

  According to the present invention, respondents can process inquiries from a plurality of questioners based on the time required for answering each inquiry, so that it is possible to perform inquiry processing with high customer satisfaction. It becomes possible.

  Hereinafter, embodiments of the present invention will be described.

(First embodiment)
FIG. 1 is a block diagram showing a configuration of an inquiry processing apparatus according to the first embodiment of the present invention.

  The inquiry processing apparatus according to the first embodiment includes an inquiry input unit 101 that inputs a new inquiry from a questioner, and an answer required time estimation unit 102 that estimates an answer required time for an inquiry input by the inquiry input unit 101. An inquiry storage unit 103 for storing the inquiry input by the inquiry input unit 101, an inquiry alignment unit 104 for aligning the inquiry stored in the inquiry storage unit 103 based on the required response time, and an alignment by the inquiry alignment unit 104 An inquiry display unit 105 for displaying the received inquiry.

  The answer required time estimation unit 102 also includes an inquiry input unit 101 based on a plurality of inquiry patterns, an inquiry pattern storage unit 102a that stores the answer required time for the inquiry pattern, and an inquiry pattern stored in the inquiry pattern storage unit 102a. The inquiry pattern detection unit 102b that detects an inquiry pattern that matches the inquiry input in step (b), and the response time required for the inquiry pattern detected by the inquiry pattern detection unit 102b is used as the response time required for the inquiry input by the inquiry input unit 101. The response required time output part 102c to output is comprised.

  Next, the operation of the inquiry processing apparatus according to the first embodiment of the present invention will be described using FIG. 1 and FIG. FIG. 2 is a flowchart showing the operation of the inquiry processing apparatus according to the first embodiment of the present invention.

  First, a new inquiry from a questioner is input to the inquiry input unit 101 (step S101). The inquiry may be input by, for example, receiving text data sent from the questioner through an e-mail or an internet bulletin board, etc., and the respondent uses a keyboard or the like to make an inquiry from the questioner by telephone or FAX. And may be performed by inputting as text data. Further, instead of inputting an inquiry using a keyboard or the like by an answerer, the voice of a questioner sent through a telephone or the like may be input by converting it into text data using a voice recognition technology.

  Thus, the new inquiry input in the inquiry input unit 101 is sent to the answer required time estimation unit 102 as text data.

  The required response time estimation unit 102 estimates the required response time required for the respondent to answer the new inquiry sent from the inquiry input unit 101 (step S102).

  In the answer required time estimation unit 102, first, the inquiry pattern detection unit 102b collates the new inquiry input by the inquiry input unit 101 with the inquiry pattern stored in the inquiry pattern storage unit 102a, and stores the inquiry pattern in the inquiry pattern storage unit 102a. A query pattern that matches the new query is detected from the stored query patterns.

  Here, the inquiry pattern stored in the inquiry pattern storage unit 102a refers to a phrase that accurately represents a predetermined inquiry type. The inquiry type refers to an inquiry type classified according to the contents of the inquiry. For example, the inquiry type is YES / NO type, which asks for a YES / NO answer such as “Is there any ...” or “Can you ...” or “How do I do?” A METHOD type that inquires about a method such as the above, or a CAUSE type that inquires a cause such as “What is the cause of... In the example above, phrases such as "Is there ...", "Can you ...", "... How do I do it", "What is the cause of ..." are query patterns. It becomes.

  As shown in FIG. 3, the inquiry pattern storage unit 102a stores inquiry patterns such as YES / NO type, METHOD type, and CAUSE type together with the time required for answering the inquiry pattern.

  Here, among these inquiry patterns, the YES / NO type can answer the inquiry with YES / NO, and is considered easier to answer than the METHOD type or CAUSE type. In the inquiry pattern storage unit 102a shown, the required response time for a YES / NO type inquiry is set to 10 minutes, and the required response time for other METHOD type and CAUSE type queries is set to 100 minutes.

  In the inquiry pattern storage unit 102a shown in FIG. 3, the required response time for each inquiry pattern is set to a fixed time for each inquiry type. However, different required response times may be set for each inquiry pattern. Is possible. In addition, as the response time, an appropriate time may be set based on the results of processing time required for answering past inquiries.

  For example, a storage medium such as a semiconductor memory, a hard disk, a CD-R, a CD-RW, a DVD-R, a DVD-RAM, or a DVD-RW can be used for the inquiry pattern storage unit 102a.

  In the inquiry pattern detection unit 102b, the new inquiry input by the inquiry input unit 101 is compared with the inquiry pattern stored in the inquiry pattern storage unit 102a, and a new inquiry is made from the inquiry pattern stored in the inquiry pattern storage unit 102a. As a method for detecting an inquiry pattern matching the above, for example, a method disclosed in Japanese Patent Laid-Open No. 8-255172 can be used.

  The inquiry pattern detection unit 102b collates the new inquiry input by the inquiry input unit 101 with the inquiry pattern stored in the inquiry pattern storage unit 102a, and detects an inquiry pattern that matches the new inquiry. Information on the detected inquiry pattern is then sent to the required response time output unit 102c.

  The required response time output unit 102c reads the required response time for the inquiry pattern detected by the inquiry pattern detection unit 102b from the inquiry pattern storage unit 102a, and stores it in the inquiry storage unit 103 together with the new inquiry input by the inquiry input unit 101. send.

  The inquiry storage unit 103 stores a new inquiry sent from the response required time output unit 102c and the required response time (step S103). As the inquiry storage unit, for example, a storage medium such as a semiconductor memory, a hard disk, a CD-R, a CD-RW, a DVD-R, a DVD-RAM, or a DVD-RW can be used.

  Next, the inquiry alignment unit 104 arranges the inquiry stored in the inquiry storage unit 103 based on the required response time (step S104). For example, the alignment may be performed in the order of shorter response time.

  The inquiry arranged in this way by the inquiry arrangement unit 104 is then sent to the inquiry display unit 105 and displayed to the respondent (step S105). The inquiry display in the inquiry display unit 105 may be performed, for example, as shown in FIG. 4 so that each inquiry is displayed in a table together with the required response time so that the respondent can grasp both at the same time. For example, a liquid crystal display or a CRT display can be used as the inquiry display unit 105.

  In this way, if the respondent confirms the inquiries displayed in order of short response time and processes the inquiries from the top, the average response time for these inquiries can be minimized. It becomes possible. That is, for example, when a single respondent processes the inquiry shown in FIG. 4, the average response time for each inquiry when processing in order from the top can be calculated as shown in FIG. Minutes. On the other hand, the average response time for each inquiry when the inquiry shown in FIG. 4 is processed in order from the end is 260 minutes because it can be calculated as shown in FIG. Therefore, when processing is performed in the order of short answer required time, the average answer required time can be shortened by about 152 minutes, so that it is possible to reduce the waiting time of the questioner and improve customer satisfaction.

  Note that the answer by the respondent may be performed by providing a communication unit such as a telephone or the Internet separately, and the respondent sending the answer to the questioner through these communication units.

  As described above, according to the inquiry processing apparatus according to the first embodiment, the response time is estimated for the inquiry from the questioner, and the responses are arranged and displayed in order from the shortest response time. The person can process inquiries in the order of short response time. If the inquiries are processed in the order of short answer required time, the average answer time for each inquiry is shortened, so that it is possible to perform an inquiry processing operation with high customer satisfaction.

  In the above-described embodiment, the inquiry alignment unit 104 arranges the queries stored in the inquiry storage unit 103 in the order of the shortest required response time. It is also possible to arrange and display on the inquiry display unit 105. In this case, the inquiry shown in the list shown in FIG. 4 is displayed as shown in FIG.

  Here, an inquiry with a long response time is expected to be an inquiry with a complicated content. Therefore, it is considered that a high-quality service can be provided by a skilled respondent. Accordingly, as shown in FIG. 7, if the inquiry is displayed in the order in which the required response time is long in the inquiry display unit 105 so that the more highly skilled answerer can respond to the inquiry displayed at the top, the quality of service to the questioner is improved. It is possible to improve the customer service, and it is possible to realize a query processing operation with high customer satisfaction.

  In the above-described embodiment, the inquiry arranged by the inquiry arrangement unit 104 is sent to the inquiry display unit 105 and displayed to the respondent using a liquid crystal display, a CRT display, or the like. Instead of displaying, for example, the inquiry arranged by the inquiry arrangement unit 104 is output to paper using a separately provided printer, or output as a file on a storage medium such as a memory or a hard disk as electronic data. It is also possible to do.

  In the above-described embodiment, the answering time required for the inquiry from the questioner is presented to the respondent to the inquiry. However, the questioner himself can grasp the answering time required for the inquiry using his / her terminal through the Internet or the like. It is also possible to make it. That is, when the inquiry input unit 101 is connected to a communication line capable of two-way communication such as the Internet, the questioner first inputs an inquiry to the inquiry input unit 101 through this communication line. Next, on the respondent side, the answer required time estimation unit 102 estimates the answer required time for the inquiry. The answer required time estimated by the answer required time estimating unit 102 is then processed into data that can be displayed on the questioner's terminal, output from a separately provided transmitter, and transmitted to the questioner through the communication line. The questioner's terminal receives the above-described data and presents the time required for answering to the questioner. In this way, by transmitting the time required for answering a questioner's inquiry to the questioner himself / herself, the questioner can know the time required for answering the inquiry inputted by himself / herself through his / her terminal. Therefore, the questioner can easily grasp the waiting time until the answer, and it is possible to realize an inquiry processing operation with higher customer satisfaction.

  This inquiry processing device can also be realized by using, for example, a general-purpose computer device as basic hardware. That is, the inquiry input unit 101, the inquiry pattern detection unit 102b, the answer required time output unit 102c, and the inquiry alignment unit 104 can be realized by causing a processor mounted on the computer device to execute a program. At this time, the inquiry processing device may be realized by installing the above program in a computer device in advance, or it may be stored in a storage medium such as a CD-ROM or distributed through the network. Thus, this program may be realized by appropriately installing it in a computer device. The inquiry pattern storage unit 102a and the inquiry storage unit 103 include a memory, a hard disk or a storage medium such as a CD-R, a CD-RW, a DVD-RAM, a DVD-R, etc., which is built in or externally attached to the computer device. It can be realized by appropriately using. The inquiry display unit 105 can be realized by appropriately using a CRT display, a liquid crystal display, or the like that is built in or externally attached to the computer device.

(Second Embodiment)
In the inquiry processing apparatus according to the first embodiment, the answer required time estimation unit 102 detects an inquiry pattern that matches the inquiry input by the inquiry input unit 101 from the inquiry pattern stored in the inquiry pattern storage unit 102a. The response time required for the inquiry pattern is estimated and output as the response time required for the input inquiry.

  In the second embodiment, an embodiment in which the time required for answering a query is estimated from a keyword included in the query input by the query input unit 101 will be described.

  FIG. 8 is a block diagram showing a configuration of an inquiry processing apparatus according to the second embodiment of the present invention.

  The inquiry processing apparatus according to the second embodiment includes an inquiry input unit 201 that inputs a new inquiry from a questioner, and an answer required time estimation unit 202 that estimates an answer required time for an inquiry input by the inquiry input unit 201. An inquiry storage unit 203 that stores the inquiry input by the inquiry input unit 201, an inquiry alignment unit 204 that aligns the inquiry stored in the inquiry storage unit 203 based on the required response time, and an alignment by the inquiry alignment unit 204 An inquiry display unit 205 for displaying the received inquiry.

  The answer required time estimation unit 202 also includes a keyword storage unit 202a that stores a plurality of keywords and an answer required time for an inquiry including the keyword, and a keyword that detects a keyword included in the inquiry input by the inquiry input unit 201. The detection unit 202b includes a response time output unit 202c that outputs a response time required for an inquiry including the keyword detected by the keyword detection unit 202b as a response time required for the inquiry input by the inquiry input unit 201. .

  That is, only the configuration of the answer required time estimation unit 202 is different from the first embodiment. Therefore, in the following, description of parts that perform operations common to the first embodiment (the inquiry input unit 201, the inquiry storage unit 203, the inquiry alignment unit 204, and the inquiry display unit 205) will be omitted.

  Next, the operation of the inquiry processing apparatus according to the second embodiment of the present invention will be described with reference to FIG.

  The answer required time estimation unit 202 estimates the answer required time required for the respondent to answer the new inquiry sent from the inquiry input unit 201.

  In the required response time estimation unit 202, first, the keyword detection unit 202b detects a keyword included in the new inquiry input by the inquiry input unit 201. Here, the keyword refers to a predetermined phrase such as a product name provided by the respondent (for example, “Product A”) or a provided service name (for example, “printer repair”).

  The keyword storage unit 202a stores, for example, a keyword as shown in FIG. 9 and a response time required for an inquiry including the keyword. The answer required time shown in FIG. 9 may be set to an appropriate time based on, for example, the actual processing time required for answering past inquiries including each keyword. The keyword storage unit 202a may be a storage medium such as a semiconductor memory, a hard disk, a CD-R, a CD-RW, a DVD-R, a DVD-RAM, or a DVD-RW.

  Here, for example, the method disclosed in Japanese Patent Laid-Open No. 8-255272 can be used for the keyword detection in the keyword detection unit 202b.

  The keyword detection unit 202b detects the keyword included in the keyword storage unit 202a from the inquiry input by the inquiry input unit 201 in this way, and sends the detected keyword to the answer required time output unit 202c.

  The required response time output unit 202c reads the required response time for the keyword detected by the keyword detection unit 202b from the keyword storage unit 202a and sends it to the inquiry storage unit 203 together with the new inquiry input by the inquiry input unit 201.

  As described above, according to the inquiry processing apparatus according to the second embodiment, it is possible to estimate the required response time based on the keyword included in the new inquiry input by the inquiry input unit 201.

  In the above-described embodiment, the required response time output unit 202c outputs the required response time for the keyword detected by the keyword detection unit 202b as the required response time for a new inquiry. When the keyword is detected, the answer required time output unit 202c calculates the sum of the answer required times for all the detected keywords so that it can be output as the answer required time for the input inquiry. May be.

(Third embodiment)
In the inquiry processing apparatus according to the first embodiment, the answer required time estimation unit 102 detects an inquiry pattern stored in the inquiry pattern storage unit 102a that matches the inquiry input by the inquiry input unit 101, The time required for answering the inquiry pattern was output as the time required for answering the inputted inquiry.

  In the third embodiment, the answered inquiry that has already been answered is stored, and when there is a new inquiry, the similarity is calculated between the new inquiry and the answered inquiry, and the calculated similarity is calculated. An embodiment for estimating the required response time based on the degree will be described.

  FIG. 10 is a block diagram showing a configuration of an inquiry processing apparatus according to the third embodiment of the present invention.

  The inquiry processing apparatus according to the third embodiment includes an inquiry input unit 301 that inputs a new inquiry from a questioner, and an answer required time estimation unit 302 that estimates an answer required time for an inquiry input by the inquiry input unit 301. An inquiry storage unit 303 for storing the inquiry input by the inquiry input unit 301, an inquiry alignment unit 304 for aligning the inquiry stored in the inquiry storage unit 303 based on the required response time, and an alignment by the inquiry alignment unit 304 An inquiry display unit 305 for displaying the received inquiry and an answered inquiry registration unit 306 for registering the answered inquiry are provided.

  Further, the answer required time estimation unit 302 includes a answered inquiry storage unit 302a for storing the answered inquiry, a new inquiry input by the inquiry input unit 301, and an answered inquiry stored in the answered inquiry storage unit 302a. A similarity calculation unit 302b for calculating a similarity between the two, and a response requirement for determining and outputting a response required time for a new query input by the query input unit 301 based on the similarity calculated by the similarity calculation unit 302b And a time output unit 302c.

  That is, the second embodiment is different from the first embodiment only in the configuration of the answer required time estimation unit 302 and the answered inquiry registration unit 306. Therefore, in the following, description of parts that perform operations common to the first embodiment (the inquiry input unit 301, the inquiry storage unit 303, the inquiry alignment unit 304, and the inquiry display unit 305) will be omitted.

  Next, the operation of the inquiry processing apparatus according to the third embodiment of the present invention will be described with reference to FIG.

  The answer required time estimation unit 302 estimates the answer required time required for the respondent to answer the new inquiry sent from the inquiry input unit 301.

  The required response time estimation unit 302 first calculates the similarity between the new inquiry input by the inquiry input unit 301 and the answered inquiry stored in the answered inquiry storage unit 302a in the similarity calculation unit 302b.

  Here, in the answered inquiry storage unit 302a, for example, answered answers as shown in FIG. 11 are stored together with the answers. For example, a storage medium such as a semiconductor memory, a hard disk, a CD-R, a CD-RW, a DVD-R, a DVD-RAM, or a DVD-RW can be used for the answered inquiry storage unit 302a.

  For example, a method using a vector space model (for example, Tokunaga) is used to calculate the similarity between the answered query stored in the answered query storage unit 302a and the new query input by the query input unit 301 in the similarity calculation unit 302b. : "Information search and language processing", see University of Tokyo Press, pp. 41-42).

In the method using the vector space model, first, an index word that is an element representing the content of an inquiry is defined in advance, and each inquiry document is expressed in a vector based on the presence or absence of the occurrence of the index word. For example, as shown in FIG. 12A, when the words “product A”, “product B”, “product C”, “product D”, “inventory”, “compatibility”, “ordering”, and “delivery date” are used as index terms. Since the inquiry “Is product A in stock?” Includes the index words “product A” and “inventory”, when expressed in vector, as shown in FIG. 12B, v ₁ = ( 1,0,0,0,1,0,0,0).

ただし、ｖ_ｉ・ｖ_Ｓは、ｖ_ｉとｖ_Ｓの内積を表し、｜ｖ_ｉ｜および｜ｖ_Ｓ｜は、それぞれベクトルｖ_ｉとｖ_Ｓの大きさを表す。 Next, a new query input by the query input unit 301 is similarly expressed as a vector according to the presence or absence of an index word. If the vector expression for the new inquiry is represented by v _S , the similarity S _i between the answered inquiry i and the new inquiry can be obtained by the equation (1).

However, v _i · v _S represents the inner product of v _i and v _S , and | v _i | and | v _S | represent the magnitudes of the vectors v _i and v _S , respectively.

Here, the new if the query and Answer query match perfectly, because between the two vector representation of v _S and v _i v _{S =} v relationship _i holds, the degree of similarity calculated by equation (1) S _i is “1”. On the other hand, when the new query and the answered query do not contain a common index word, the similarity S _i is conversely “0”. Therefore, by using the similarity S _i , it is possible to determine how similar the new inquiry and the answered inquiry are.

As shown in FIG. 13, the similarity calculation unit 302b calculates the similarity S _i between new queries and all the queries stored in the answered query storage unit 302a according to the equation (1).

The similarity S _i calculated by the similarity calculation unit 302b in this way is then sent to the answer required time output unit 302c.

The required response time output unit 302c determines and outputs the required response time for the new inquiry input by the inquiry input unit 301 based on the similarity S _i sent from the similarity calculation unit 302b.

ここで、Ｓ_ＭＡＸが「１」に近い場合、すなわち、回答済み問い合わせ記憶部３０１ａに記憶された回答済み問い合わせの中に、新規問い合わせと類似した問い合わせが記憶されている場合を考える。この場合、その回答済み問い合わせに対する回答を、新規問い合わせに対する回答として流用することができるため、新規問い合わせに対する回答所要時間は短くて済むと考えられる。一方、Ｓ_ＭＡＸが「０」に近い場合、すなわち、回答済み問い合わせ記憶部３０１ａに新規問い合わせと類似した問い合わせが存在しない場合には、回答済み問い合わせの回答を新規問い合わせに流用することができず、新規問い合わせに対して新たに調査などを行なわなければならないため、新規問い合わせに対する回答所要時間は長くなると考えられる。 The answer required time output unit 302c first detects the maximum value from the similarity S _i sent from the similarity calculation unit 302b. That is, the answer required time output unit 302c first obtains the similarity S _MAX satisfying the expression (2).

Here, a case where S _MAX is close to “1”, that is, a case where an inquiry similar to a new inquiry is stored in the answered inquiry stored in the answered inquiry storage unit 301a is considered. In this case, since the answer to the answered inquiry can be used as the answer to the new inquiry, it is considered that the time required for answering the new inquiry can be shortened. On the other hand, when S _MAX is close to “0”, that is, when there is no query similar to the new query in the answered query storage unit 301a, the answer of the answered query cannot be diverted to the new query. Since a new survey has to be conducted for a new inquiry, the time required for answering the new inquiry is considered to be long.

Therefore, the answer required time output unit 302c, as shown in FIG. 14, may be set a plurality of threshold values TH _i relative similarity _{S MAX,} defining the reply time required based on the magnitude of the similarity _{S MAX} Like that. In this way, it is possible to accurately estimate the time required for answering a new inquiry based on the similarity S _MAX .

The answer required time output unit 302c determines the answer required time based on the similarity S _i sent from the similarity calculation unit 302b as described above, and stores the answer required time in the inquiry storage unit 303 together with the new inquiry input by the inquiry input unit 301. send.

  The inquiry storage unit 303 stores the new inquiry sent from the response required time output unit 302c and the required response time. Next, inquiries stored in the inquiry storage unit 303 are arranged in ascending order of response time by the inquiry arrangement unit 304 and presented to the respondent in the inquiry display unit 305.

  In this way, the answer required time estimation unit 302 estimates the answer required time based on the similarity between the new inquiry and the answered inquiry, arranges the queries in ascending order of the answer required time, and presents them to the respondent. The respondent can process in order from the inquiry with a short response time.

  As shown in FIG. 15, the inquiry display unit 305 displays the answered inquiry and the answer with the maximum similarity detected by the answer required time output unit 302 c for each inquiry. Respondents can quickly reply to each inquiry by using past answers.

  Next, the inquiry processed by the respondent is registered in the answered inquiry storage unit 302a as an answered inquiry by the answered inquiry registration unit 306.

  For example, as shown in FIG. 16, a check box indicating completion of an answer is prepared in the inquiry display unit 305, and when the answer is completed, the respondent can use the mouse or This can be done by checking with an input means such as a keyboard.

  When the check box is pressed, a screen for inputting an answer to the inquiry is displayed on a display or the like as shown in FIG. Then, the respondent inputs an answer actually made using a keyboard or the like. The answer inputted in this way is registered in the answered inquiry storage unit 302a together with the inquiry. As shown in FIG. 17, the registration may be performed by preparing a “registration” button on the registration screen and pressing this button.

  As described above, according to the inquiry processing apparatus according to the third embodiment, by providing the answered inquiry registering unit 306, it is possible to sequentially register inquiries with the answer record in the answered inquiry storage unit 302a. become. Then, by using the newly registered answered inquiry as an answer to the new inquiry, it is possible to shorten the time required for the answer.

(Fourth embodiment)
In the inquiry processing apparatus according to the third embodiment, the similarity between the answered inquiry and the new inquiry is calculated, and if the similarity is large, it is assumed that the past answer to the answered inquiry can be diverted. The response time for was estimated short.

  In the fourth embodiment, when the degree of similarity between the answered inquiry and the new inquiry is large, the answer to the new inquiry requires a time equivalent to the time required for the answer to the answered inquiry. A description will be given of an embodiment in which the required response time is estimated.

  FIG. 18 is a block diagram showing a configuration of an inquiry processing apparatus according to the fourth embodiment of the present invention.

  The inquiry processing apparatus according to the fourth embodiment includes an inquiry input unit 401 that inputs a new inquiry from a questioner, and an answer required time estimation unit 402 that estimates an answer required time for an inquiry input by the inquiry input unit 401. An inquiry storage unit 403 for storing the inquiry input by the inquiry input unit 401, an inquiry alignment unit 404 for aligning the inquiry stored in the inquiry storage unit 403 according to the required response time, and an alignment by the inquiry alignment unit 404 An inquiry display unit 405 for displaying the received inquiry and an answered inquiry registration unit 406 for registering the answered inquiry are provided.

  Further, the answer required time estimation unit 402 includes a answered inquiry storage unit 402a that stores the answered inquiry and the answer required time for the answered inquiry, and the inquiry input by the inquiry input unit 401 and the answered inquiry storage unit 402a. The similarity calculation unit 402b that calculates the similarity between the answered queries stored in the query and the query input unit 401 that indicates the time required for answering the answered query that maximizes the similarity calculated by the similarity calculation unit 402b. The response required time output unit 402c that outputs the required response time for the inquiry input in step (b).

  That is, only the operations of the answer required time estimation unit 402 and the answered inquiry registration unit 406 are different from the third embodiment. Therefore, in the following, description of parts that perform operations common to the third embodiment (the inquiry input unit 401, the inquiry storage unit 403, the inquiry alignment unit 404, and the inquiry display unit 405) will be omitted.

  Next, the operation of the inquiry processing apparatus according to the fourth embodiment of the present invention will be described with reference to FIG.

  The response required time estimation unit 402 estimates the response required time required for the respondent to answer the new inquiry sent from the inquiry input unit 401.

  Here, as shown in FIG. 19, the answered inquiry storage unit 403a stores the answered inquiry and the actual value of the time required for answering the inquiry.

Answer required time estimating unit 402, first, in similarity calculation unit 402b, it calculates the similarity S _i of the input and the new query and the query storage unit 402a to the stored Answer query by the query input unit 401. For the calculation of the similarity S _i, the method using the vector space model described above may be used.

The similarity S _i calculated by the similarity calculation unit 402b is then sent to the answer required time output unit 402c.

The required response time output unit 402c estimates and outputs the required response time for the new inquiry input by the inquiry input unit 401 based on the similarity S _i sent from the similarity calculation unit 402b.

The answer required time output unit 402c first detects the maximum value from the similarity S _i sent from the similarity calculation unit 402b. That is, similar to the answer required time output unit 302c in the third embodiment, the similarity S _MAX satisfying the expression (2) is obtained.

Here, when the degree of similarity is large, that is, when the answered inquiry and the new inquiry are similar, it is considered that the answer to the new inquiry requires the same time as that of the answered inquiry. Therefore, in this case, it is possible to estimate the answer required time for the answered inquiry that gives the similarity S _MAX described above as the answer required time for the new inquiry.

Therefore, the required response time output unit 402c reads the required response time for the answered query that gives the similarity S _MAX from the answered query storage unit 402a, and sends this to the query storage unit 403 as the required response time for the new query.

  The inquiry storage unit 403 stores the new inquiry sent from the response required time output unit 402c and the required response time. Next, inquiries stored in the inquiry storage unit 403 are arranged in ascending order of response time by the inquiry arrangement unit 404 and presented to the respondent in the inquiry display unit 405.

  As described above, the response time estimation unit 402 estimates the response time for the answered query most similar to the new query as the response time for the new query, arranges the queries in ascending order of response time, and presents them to the respondent. By doing so, it becomes possible for the respondent to perform processing in order starting from an inquiry with a short response time.

  Next, the inquiry processed by the respondent is registered as an answered inquiry by the answered inquiry registration unit 406 in the answered inquiry storage unit 402a. At this time, the processing time required for answering the inquiry is similarly registered in the answered inquiry storage unit 402a as the answer required time.

  Here, the required response time to be registered in the answered inquiry storage unit 402a separately stores, for example, the time when a new inquiry is input to the inquiry input unit 401 and the time when the inquiry is answered, The time between them may be set.

  As described above, according to the inquiry processing apparatus according to the fourth embodiment of the present invention, by providing the answered inquiry registration unit 406, an inquiry that has an answer record in the answered inquiry storage unit 402a, and an answer required time. Can be registered sequentially. Then, it is possible to obtain a more accurate answer required time by estimating the answer required time for a new inquiry based on the registered answer required time.

  Note that the present invention is not limited to the above-described embodiment as it is, and can be embodied by modifying the constituent elements without departing from the scope of the invention in the implementation stage. In addition, various inventions can be formed by appropriately combining a plurality of components disclosed in the embodiment. For example, some components may be deleted from all the components shown in the embodiment. Furthermore, constituent elements over different embodiments may be appropriately combined.

1 is a block diagram showing a configuration of an inquiry processing apparatus according to a first embodiment of the present invention. The flowchart which shows the operation | movement of the 1st Embodiment of this invention. The figure which shows an example of the inquiry pattern recording part of the 1st Embodiment of this invention. The figure which shows the example of a display of the inquiry of the 1st Embodiment of this invention. The figure which shows the method of calculating the average answer processing time at the time of answering in order with short answer processing time. The figure which shows the method of calculating the average answer processing time at the time of answering in order with long answer processing time. The figure which shows the example of a display of the inquiry to the 1st Embodiment of this invention. The block diagram which shows the structure of the inquiry processing apparatus concerning the 2nd Embodiment of this invention. The figure which shows an example of the keyword memory | storage part of the 3rd Embodiment of this invention. The block diagram which shows the structure of the inquiry processing apparatus concerning the 3rd Embodiment of this invention. The figure which shows an example of the answered inquiry memory | storage part of the 3rd Embodiment of this invention. The figure which shows an example of the vector expression of the answered inquiry of the 3rd Embodiment of this invention. The figure showing the answered inquiry and similarity of the 3rd Embodiment of this invention. The figure explaining the estimation method of the reply required time based on the similarity of the 3rd Embodiment of this invention. The figure which shows the example of a display of the inquiry of the 3rd Embodiment of this invention. The figure which shows the example of a display of the inquiry of the 3rd Embodiment of this invention. The figure which shows the example of 1 display of the registration screen of the answered inquiry of the 3rd Embodiment of this invention. The block diagram which shows the structure of the inquiry processing apparatus concerning the 4th Embodiment of this invention. The figure which shows an example of the answered inquiry memory | storage part of the 4th Embodiment of this invention.

Explanation of symbols

101, 201, 301, 401 ... inquiry input unit 102, 202, 302, 402 ... answer required time estimation unit 102a ... inquiry pattern storage unit 102b ... inquiry pattern detection unit 102c, 202c, 303c, 304c... Required time output unit 103, 203, 303, 403 ... inquiry storage unit 104, 204, 304, 404 ... inquiry alignment unit 105, 205, 305, 405 ... inquiry display unit 202a ..Keyword storage unit 202b ... Keyword detection units 302a, 402a ... Responded inquiry storage units 302b, 402b ... Similarity calculation units 306,406 ... Responded inquiry registration unit

Claims (14)

An input means for inputting an inquiry;
Estimating means for estimating a time required for answering an inquiry input by the input means;
Output means for outputting the response time estimated by the estimating means;
An inquiry processing apparatus comprising: An input means for inputting an inquiry;
Estimating means for estimating a time required for answering an inquiry input by the input means;
Storage means for storing the inquiry together with a response time estimated by the estimation means;
An alignment means for aligning the inquiries stored in the storage means in the order of the required response times;
Output means for outputting an inquiry arranged by the alignment means;
An inquiry processing apparatus comprising:   The inquiry processing apparatus according to claim 2, wherein the aligning unit arranges the queries stored in the storage unit in ascending order of response time.   The inquiry processing apparatus according to claim 2, wherein the aligning unit arranges the queries stored in the storage unit in order from the longest required response time. The estimation means includes
A pattern storage means for storing a plurality of inquiry patterns and a time required for answering the inquiry pattern;
A pattern detecting means for detecting an inquiry pattern matching the inquiry by comparing the inquiry inputted by the input means with the inquiry pattern stored in the pattern storage means;
An output unit that outputs a response time for the inquiry pattern detected by the pattern detection unit as a response time for the inquiry input by the input unit;
The inquiry processing device according to claim 1, further comprising: The estimation means includes
A keyword storage means for storing a plurality of keywords and a response time required for an inquiry including the keywords;
Detection means for detecting a keyword stored in the keyword storage means from an inquiry input by the input means;
An output means for determining and outputting a response time required for the inquiry input by the inquiry input means based on a response time required for the inquiry including the keyword detected by the detection means;
The inquiry processing device according to claim 1, further comprising: The estimation means includes
A answered inquiry storage means for storing a plurality of answered inquiries;
Similarity calculating means for calculating the similarity between the inquiry input by the input means and the answered inquiry stored in the answered inquiry storage means;
Output means for determining and outputting a response time required for the inquiry input by the input means based on the similarity calculated by the similarity calculation means;
The inquiry processing device according to claim 1, further comprising: A registration means for storing the inquiry entered by the input means as a answered inquiry in the answered inquiry storage means;
The inquiry processing device according to claim 7, further comprising: The estimation means includes
A answered inquiry storage means for storing a plurality of answered inquiries together with a response time required for the inquiry;
Similarity calculating means for calculating the similarity between the inquiry input by the input means and the answered inquiry stored in the answered inquiry storage means;
Of the answered queries stored in the answered query storage means, the answer required time for the answered query with the maximum similarity calculated by the similarity calculation means is required for the query input by the input means. Output means for outputting as time,
The inquiry processing device according to claim 1, further comprising: A registration means for storing the inquiry input by the input means as an answered inquiry together with an answer required time in the answered inquiry storage means;
The inquiry processing apparatus according to claim 9, further comprising: An input step for entering a query;
An estimation step for estimating a response time required for the inquiry input in the input step;
An output step for outputting the response time estimated in the estimation step;
An inquiry processing method characterized by comprising: An input step for entering a query;
An estimation step for estimating a response time required for the inquiry input in the input step;
Storing the inquiry together with the response time estimated in the estimating step;
An alignment step of aligning the inquiries stored in the storing step in order of the response time required;
An output step of outputting the query arranged in the alignment step;
An inquiry processing method characterized by comprising: An inquiry processing program for displaying a response time for an inquiry on a computer,
An input function for entering inquiries,
An estimation function for estimating a response time required for an inquiry input by the input function;
An output function for outputting the response time estimated by the estimation function;
An inquiry processing program comprising: An inquiry processing program that displays a plurality of inquiries on a computer.
An input function for entering inquiries,
An estimation function for estimating a response time required for an inquiry input by the input function;
A storage function for storing the inquiry together with a response time estimated by the estimation function;
An alignment function for aligning the inquiries stored in the storage function in the order of the required response time;
An output function for outputting an inquiry arranged by the alignment function;
An inquiry processing program comprising:

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