JP2006085283A - Knowledge delivery program, knowledge providing device, knowledge providing lan system, and knowledge providing system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a knowledge providing service that is highly convenient to customers by constructing a case DB in each customer's computer. <P>SOLUTION: The knowledge providing program that provides each customer's computer with answers to questions causes each customer's computer to function as: a case database management means for constructing the case database to store the questions and the answers in combination and for outputting the answers to the questions by searching the case database in accordance with the questions inputted; a message reporting means for determining message-reporting requirements based on time/date information in the case database and for outputting messages if the requirements are met; and a case database updating means for receiving update information about the case database from a knowledge management server via a communication line and for making updates in accordance with this update information. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a knowledge providing technique for customer inquiries, and in particular, by constructing a case DB (database) on a customer side computer, inquiries regarding cases in the case DB are solved by the customer side, and the case DB Inquiries that do not have examples are resolved using the help desk, and the knowledge providing program, knowledge providing device, knowledge providing LAN system that supplies the resolved inquiries and answers to the case DB on the customer side, And a knowledge providing system.

Conventionally, as a technique for providing knowledge about customer inquiries, for example, a technique used in a call center service or a help desk service, a help desk system using a computer network described in Patent Document 1 can be cited. In this help desk system, the contents of questions and answers are accumulated in a database on the respondent side, and the questioner can perform keyword search, category search, or syntax search for reuse.
Further, in the customer support system described in Patent Document 2, the user can search / reference the FAQDB on the web server using the information terminal device, and can receive customer support from the support center. Yes.
That is, according to these conventional technologies, a customer who uses a service provides knowledge through an operator of a help desk window during the service use period or by the customer himself / herself using a case DB on the support center side. It is possible to receive.

JP 2001-338095 A JP 2004-120449 A

However, these conventional techniques have a problem in that the case DB is provided on the service provider side, so that a situation in which the convenience for the user is lacked occurs.
For example, when the service usage period expires, the customer cannot use the case DB. However, at least during the service usage period, the contents of inquiries and the answers should be freely accessible.
Further, in order for the customer to use the case DB, it must be connected to the network by some kind of communication means, and cannot be used only in the offline or inside the corporate LAN.

  Here, according to the customer support system described in Patent Document 2, a part or all of the data stored in the FAQDB on the web server can be downloaded to the information terminal on the customer side. Further, when a new FAQ related to this information is added to the FAQDB on the web server based on information (such as a model name of a related product) entered by the user into the web server, the web server Can be transmitted to the information terminal.

However, even when the FAQ data is downloaded to the customer side in this way, the customer side cannot perform searching or browsing using FAQDB, and the convenience of the user cannot be sufficiently improved.
Further, since the FAQDB is not provided to the customer side, even if the function of the FAQDB is improved on the web server side, the customer cannot receive any benefit from the improved function of the downloaded data on the customer side.
Furthermore, there are various computer usage environments on the customer side, and in an environment where access from outside is eliminated as much as possible, even if new data is added to the FAQDB, the customer side can use the appropriate environment. It is often desirable to make an update request at the timing.

The present invention has been considered in view of the above circumstances. By constructing the case DB on the customer's computer, the case DB is stored in the case DB even when it is not connected to the network or in the corporate LAN. A knowledge providing program, a knowledge providing apparatus, which enables the customer to resolve inquiries about cases, and can continue to use the case DB while the service usage period expires even after the customer's service usage period expires, An object is to provide a knowledge providing LAN system and a knowledge providing system.
Inquiries that do not have cases in the case DB are resolved using the help desk, and the knowledge-providing program, knowledge-providing device, An object is to provide a providing LAN system and a knowledge providing system.

  In order to achieve the above object, a knowledge providing program of the present invention is a knowledge providing program for providing an answer to a question to a customer's computer, and stores a customer's computer in association with the question and the answer. The case database management means for searching the case database based on the input question and outputting the answer corresponding to the question, determining the message notification condition based on the date and time information in the case database, and the condition is satisfied A message notifying means for outputting a message and a case database update means for receiving update information related to the case database from the knowledge management server via the communication line and performing an update based on the update information. .

  If the knowledge providing program has such a configuration, it is possible to construct a case database on the customer's computer, so even if the computer is not connected to the network or only connected to the corporate LAN. Inquiries regarding cases stored in the case DB can be solved by the customer.

Further, the customer computer can output a message based on the date and time information registered in the case DB. For this reason, the case creation date and time in the case DB created by the program or when the predetermined number of days have passed since the last case DB update date and the case DB contents are considered to be out of date are notified to the customer. be able to. In addition, an update information acquisition request can be transmitted from the customer's computer to the knowledge management server to receive update information related to the case DB on the knowledge management server.
For this reason, in addition to being able to update the case DB and the knowledge providing program to the latest state on the customer's computer at an appropriate timing and according to the usage environment, the customer can use the service period. Even later, it is possible to continue to use the case DB in the state when the service usage period expires.

  The “input question” includes not only a character input question but also a selectively input question. That is, in the “search” in the present invention, the case DB is searched based on the keyword in the question entered by characters, or the question that is selected and inputted from the questions displayed based on the case information in the case DB 15 is selected. For example, searching for a corresponding answer from the case DB 15 is included.

  Further, the knowledge providing program of the present invention transmits a question to a knowledge management server via a communication line when an answer corresponding to the question cannot be obtained from the case database by the case database management means. In addition, it is configured to function as inquiry means for receiving an answer from the knowledge management server.

If the knowledge providing program has such a configuration, if there is no answer to the question to be solved in the case DB built on the customer's computer, the question is sent to the computer via the communication line to the knowledge management server. And an answer to the question transmitted from the knowledge management server can be received.
For this reason, the customer can solve an inquiry for which there is no case in the case DB in the computer used by using the help desk. Further, when the question and answer in the inquiry are stored in the knowledge management server, it can be received as update information and reflected as a case in the customer case DB.

  In addition, the knowledge providing program of the present invention includes a case database management unit configured by a case database management unit to construct a case database, and a case database in which the case database is searched based on the input question and an answer corresponding to the question is output. The configuration includes search / browsing means and date / time management means for storing date / time information in the case database.

  If the knowledge providing program is configured as described above, the case database management means causes the customer computer to construct the case DB, search for answers corresponding to the input questions, and display the obtained answers. be able to. In addition, the update date and the like of the case DB can be stored in the case DB and used for message notification means.

  Further, in the knowledge providing program of the present invention, when the update information related to the case database includes the information of the question and the answer, the case database update means updates the information in the case database, and the update information related to the case database includes When update information of the knowledge providing program is included, the case database updating unit is configured to update the knowledge providing program.

  If the knowledge providing program is configured in this way, not only can the computer update the case in the case DB to the latest state, but also the case database management function, message notification function, case database update function, inquiry When the function itself is updated, it is also possible to update them.

Further, the knowledge providing program of the present invention is configured such that the information on the question and the answer in the case database is information on the hardware and / or software of the computer.
If the knowledge providing program has such a configuration, the present invention can be applied to a help desk that is generally provided as a user support service related to a computer, and a customer is a case DB constructed on a customer computer. By using, it becomes possible to solve questions about the computer. Further, even after the service availability period has elapsed, it is possible to continue using the content updated in the last case DB.
For this reason, it becomes possible to further improve the quality of the user support service regarding the computer with respect to a customer.

  The knowledge providing apparatus according to the present invention is a knowledge providing apparatus that provides an answer to a question, and stores a case database that stores the question and the answer in association with each other, searches the case database based on the input question, A case database management means that outputs an answer corresponding to the message, a message notification condition based on date and time information in the case database, and a message notification means that outputs a message when the condition is satisfied, and a communication line Thus, it is configured to include case database update means for receiving update information related to the case database from the knowledge management server and performing an update based on the update information.

  The knowledge providing apparatus of the present invention transmits a question to a knowledge management server via a communication line when an answer corresponding to the question cannot be obtained from the case database by the case database management means, and the knowledge management server Is provided with an inquiry means for receiving an answer.

  In addition, the knowledge providing apparatus of the present invention includes a case database managing unit configured to search a case database based on a case database construction unit that constructs a case database, and to output an answer corresponding to the question by searching the case database. The configuration includes search / browsing means and date / time management means for storing date / time information in the case database.

  If the knowledge providing apparatus is configured as described above, the customer can receive knowledge regarding his / her question by searching the case DB constructed in the knowledge providing apparatus. Further, by outputting a notification of the update timing of the case DB, the case DB update right, the inquiryable right, and the like at an appropriate timing, it is possible to prompt the customer to update the case DB. Therefore, the customer can cause the knowledge providing apparatus to update the update information from the knowledge management server and update the case DB and the like according to the use environment of the computer. If there is no answer to the question in the case DB constructed in the knowledge providing apparatus, the question is transmitted to the knowledge management server via the communication line, and the answer is received from the knowledge management server. be able to.

Furthermore, the customer can obtain an answer to the inquiry by using the knowledge providing apparatus even in the offline state or in the corporate LAN by using the case DB, and the communication line is connected only when no answer exists in the case DB. The inquiry can be transmitted to the knowledge management server via the network. Further, when an answer to the inquiry is registered in the knowledge management server, it can be updated as update information in the case DB in the knowledge providing apparatus.
In addition, in this way, even when the service use period ends, the case database on the knowledge providing device at the end of the service use period can be used semi-permanently as a customer asset. Become.

  The knowledge providing LAN system of the present invention is a knowledge providing LAN system that provides an answer to a question, and includes a knowledge providing device that includes a case database that stores the question and the answer in association with each other. And / or another knowledge providing device in the knowledge providing LAN system searches the case database based on the inputted question and outputs an answer corresponding to the question, based on the date / time information in the case database When the message notification condition is determined and the condition is satisfied, the update information on the case database is received from the knowledge management server via the message notification means and the communication line that outputs a message, and the update based on this update information The case database updating means is provided.

  Further, the knowledge providing LAN system of the present invention is configured so that the knowledge providing apparatus provided with the case database management means sends the question to the communication line when the answer corresponding to the question cannot be obtained from the case database by the case database management means. Via an inquiry means for transmitting to the knowledge management server and receiving an answer from the knowledge management server.

  In the knowledge providing LAN system according to the present invention, the case database management means searches the case database construction means for constructing the case database, and the case database is searched based on the inputted question, and outputs the answer corresponding to the question. The system includes a database search / browsing means and a date / time management means for storing date / time information in the case database.

  If the knowledge providing LAN system is configured as described above, the customer side case database, the case database management means, the message notification means, and the case database update means of the present invention are held in the corporate LAN or the like. Can do. At this time, the case database can also be configured on a knowledge providing device that is separate from the knowledge providing device having other means. Of course, the knowledge providing apparatus that holds the case database and the knowledge providing apparatus that holds other means may be the same knowledge providing apparatus.

Thus, the user of the knowledge providing LAN system can solve the question existing in the case DB without accessing the knowledge management server outside the LAN, and can inquire about the question that does not exist in the case DB. It can be solved by means.
Further, the case DB in the knowledge providing apparatus and various means related to the case DB can be updated at an appropriate timing according to the operation of the knowledge providing LAN system on the customer side.
Furthermore, even if the case DB updateable period or the inquiry possible period elapses, the case DB existing in the knowledge providing LAN system can be used as it is.

  The knowledge providing system of the present invention is a knowledge providing system for providing an answer to a question to a knowledge providing device, and constructs a case database for storing the question and the answer in association with each other, and the case based on the inputted question Case database management means for searching the database and outputting an answer corresponding to the question, Message notification means for determining a message notification condition based on date and time information in the case database, and outputting a message when the condition is satisfied One or two or more knowledge providing devices having case database update means for receiving update information related to the case database from the knowledge management server via the communication line and performing an update based on the update information, and examples from the knowledge providing device Provide knowledge when receiving an update information acquisition request It is constituted and a knowledge management server transmits the update information to the location.

  Further, the knowledge providing system of the present invention transmits a question to the knowledge management server via a communication line when the knowledge providing device cannot obtain an answer corresponding to the question from the case database by the case database management means. The inquiry means for receiving an answer from the knowledge management server is provided.

  In addition, the knowledge providing system of the present invention includes a case database management unit that constructs a case database, and a case database that searches the case database based on the input question and outputs an answer corresponding to the question. The configuration includes search / browsing means and date / time management means for storing date / time information in the case database.

If the knowledge providing system is configured in this way, normally, the inquiry can be solved by the case DB constructed on the knowledge providing apparatus in the knowledge providing system, and only the inquiry that does not exist in the case DB is knowledgeable. It is possible to send the response to the management server and receive the answer.
For this reason, even if the knowledge providing device is offline or the like, the customer can solve the question using the case DB in the knowledge providing device, can use the case DB semi-permanently, and cannot be solved by the case DB. It is possible to obtain an answer from the knowledge management server only for the inquiry.

  In addition, the knowledge providing apparatus can receive the inquiry and answer newly created in this way as update information of the case DB from the knowledge management server and reflect it in the case DB. For this reason, the customer can use the latest case DB during the case DB updatable period, and continue to use the case DB at the time when the case DB updatable period has elapsed even after the case DB updatable period has elapsed. Is possible.

According to the present invention, since the case DB can be constructed on the customer side computer, the case DB is stored in the case DB even when the computer is not connected to the network or only connected to the corporate LAN. Inquiries related to the cases can be resolved by the customer.
Further, the customer computer can output a message based on the date and time information registered in the case DB. For this reason, when a predetermined number of days have passed since the case creation date / time in the case DB or the previous case DB update date, it can be notified to the customer that the contents of the case DB are considered to be out of date. In addition, an update information acquisition request can be transmitted from the computer to the knowledge management server to receive update information related to the case DB on the knowledge management server.
For this reason, the customer can update the case database and the knowledge provision program to the latest state on the customer's computer at an appropriate timing and according to the usage environment, and after the service usage period expires. However, it is possible to continue to use the case DB with the service usage period expired.

Hereinafter, a preferred embodiment of a knowledge providing system according to the present invention will be described with reference to the drawings.
Note that the knowledge providing apparatus in the knowledge providing system of the present invention shown in the following embodiments is operated by a computer controlled by the knowledge providing program. The CPU of the computer sends a command to each component of the computer based on the knowledge providing program and performs predetermined processing required for the operation of the knowledge providing device, for example, case DB construction processing, case DB search / view processing, date and time management Processing, message notification processing, thing DB update processing, etc. are performed. Thus, each process and operation in the knowledge providing system of the present invention can be realized by specific means in which the program and the computer cooperate.

The program is stored in advance in a recording medium such as a ROM and a RAM, and is executed by causing the computer to read the program from a recording medium mounted on the computer. For example, the program may be read by the computer via a communication line.
Further, the recording medium for storing the program can be constituted by, for example, a semiconductor memory, a magnetic disk, an optical disk, or any other recording means that can be read by any computer.

[First embodiment]
First, the structure of 1st embodiment of this invention is demonstrated with reference to FIGS. FIG. 1 is a block diagram showing a configuration of a knowledge providing service function in the knowledge providing system of the present embodiment. FIG. 2 is a block diagram illustrating a configuration of the knowledge providing system according to the present embodiment. FIG. 3 is a diagram showing date / time information managed by date / time management means in the system. FIG. 4 is a diagram showing a message notified by message notification means in the system. FIG. 5 is a diagram showing conditions determined by message notification means in the system.

  This embodiment shows an example in which the knowledge providing system of the present invention is applied to a personal computer support service. That is, in this embodiment, various information related to the personal computer, for example, information related to various hardware and software in the personal computer, such as product information to peripheral device information, usable software information, past failure information, various FAQs, etc. It is assumed that a knowledge providing program that configures a case DB including all information obtained at that time on a customer's computer is sold to a customer. Also, at the time of this sale, it is assumed that the right period for updating the case DB is 3 years and the right period for making an inquiry to the help desk window is 3 years. In addition, the number of simultaneous connections to the case DB 15 is 25, and in addition to this, the location information of the dedicated server and the location information of the help desk window are held in the case DB 15.

  As shown in FIG. 1, the knowledge providing system of this embodiment has a knowledge providing service function 1. This knowledge providing service function 1 has a case DB management function 1-1, a message notification function 1-2, a case DB update function 1-3, and an inquiry function 1-4. , A case DB construction function 1-1a, a case DB search / browsing function 1-1b, and a date management function 1-1c. That is, the knowledge providing service function 1 is provided with various functions for operating the case DB 1-5 generated by the case DB construction function 1-1a.

These functions are realized by executing a knowledge providing program in the knowledge providing apparatus 10 and forming corresponding processing means in the knowledge providing apparatus 10, respectively.
FIG. 2 shows the knowledge providing apparatus 10 realized in this way. In the figure, the knowledge providing apparatus 10 includes a case DB management means 11, a message notification means 12, a case DB update means 13, and an inquiry means 14. The case DB 15 is provided.

The knowledge providing apparatus 10 is a customer's computer, and inputs the knowledge providing program of the present invention by downloading it from a CD-ROM or from the help desk server 20 (knowledge management server) via the communication line 30. Each of the above means is configured by installing and executing this. Each of these means can be constituted by a CPU and a memory.
As shown in FIG. 2, the case DB management unit 11 includes a case DB construction unit 11a, a case DB search / browsing unit 11b, and a date / time management unit 11c.

  The case DB construction unit 11a constructs a case DB 15 in the knowledge providing device 10. The type of DB is not particularly limited, and various types such as a relational database, a hierarchical database, a network database, and an object-oriented database can be used. The generated case DB 15 holds cases (questions and answers) in the initial state. That is, at the same time as generating the case DB 15, the case DB constructing unit 11 a stores the case information in the initial state in the case DB 15.

  As shown in FIG. 2, the case DB 15 may be generated on a computer installed with a knowledge providing program, or may be generated on a separate computer connected via a network. Further, when using the case DB 15 already built in the computer, by specifying the location when the case DB construction means 11a is started, the case DB 15 is used without newly constructing the case DB 15. You can also

  Further, the case DB construction means 11a displays a screen for requesting input of a unique DB identification number, for example, a manufacturing serial number previously given to the knowledge providing program when the case DB 15 is generated. The number can be stored in the case DB 15. As a result, a service providing side such as a help desk window on the help desk server 20 side can manage customers by this DB identification number.

The case DB search / browsing means 11b searches the case DB 15 based on the input information and outputs the acquired information. This provides knowledge to the customer.
For example, the case DB search / browsing means 11b searches the case DB 15 based on the keyword in the input question, and outputs an answer corresponding to the question having the keyword. In addition, there is no particular limitation on the method of searching for and outputting the answer itself, such as classifying the question and the answer in the case DB 15 for each category so that the category can be searched.

Further, the case DB search / browsing means 11b processes a plurality of search requests simultaneously. For this reason, the customer can also examine the related terms in the explanation of the case being viewed, for example. In addition, a plurality of customers can access the knowledge providing apparatus 10 via a network by an information processing apparatus used by the customer and execute the case DB search / browsing means 11b.
In this case, the number of processes executed simultaneously is managed based on the concept of the number of simultaneous connections. Then, the case DB construction unit 11a stores the preset number of simultaneous connections in the case DB 15 at the time of construction of the case DB 15, and the case DB search / browsing unit 11b makes a search request exceeding the number of simultaneous connections. I refuse. Furthermore, the cases stored in the case DB 15 are mounted so that they can be searched and output only by the case DB search / browsing means 11b.

The date management unit 11c manages date information in the case DB 15. That is, the date management unit 11c performs the case DB construction date (K03), case DB update date (K04), and inquiry date (K05) among the date information shown in FIG. 3 when the respective processes are executed. The current date and time is acquired from the system date and time, and the date and time information is stored in the case DB 15.
In the present embodiment, as shown in FIG. 3, in addition to the above as the date / time information, for example, individual case creation date / time (K01), latest case creation date / time (K02) in the case DB 15, and update deadline date / time of the case DB 15 (K06), a time when the customer can contact the help desk (K07), a period during which the customer can contact the help desk (K08), an expiration date and time (K09), etc. are used. Is used in the determination of message notification.

  The message notification means 12 notifies a customer of a preset message triggered by changes in various states. This preset message is stored in the case DB 15 and can be as shown in FIG. As shown in the figure, the case DB 15 stores, for example, a message “Please update case DB” that is output when three months or more have passed since the case DB update date and time.

This message notification means 12 confirms the message notification conditions as shown in FIG. 5 when the case DB 15 is constructed by the case DB 15 construction means 11a and whenever the case DB search / view means 11b is activated. When any message notification condition is satisfied, a message corresponding to the condition is output by displaying the message on the display in the knowledge providing apparatus 10.
In the present embodiment, activation of each means means that processing by each means is started by executing a subprogram in the knowledge providing program corresponding to each means.

  For example, the message notifying means 12 sends a message “when the case DB update date / time (K04) is not set in the case DB 15 and the DB update period 3 (K13) has passed since the latest case creation date / time (K02)”. When the notification condition (J01) is satisfied, the message “Latest case creation date is more than 3 months ago. Please update the case DB to the latest (M01)” is output.

Further, in the case DB 15, it is possible to retain notification execution availability information for each message, and to make it possible to change the setting of the execution availability information by the customer so as to suppress a specific notification designated by the customer.
Furthermore, the condition determination availability information is held for each message notification condition, and the condition determination availability information can be changed by the customer, and the determination of a specific notification condition designated by the customer is suppressed, thereby notifying a specific message. Can also be suppressed.

The case DB update means 13 connects to a dedicated server (help desk server 20) designated in advance via the communication line 30, and updates the case etc. in the case DB 15 to the latest state. The case DB update means 13 refers to the case DB update deadline date and time in the case DB, and does not execute the update process if the current date and time is after the deadline date and time.
The update target by the case DB updating means 13 includes individual information stored in the case DB 15, for example, various cases and various date and time information, preset notification messages and dedicated servers, location information of the help desk, etc. It can be. In addition, each change in the knowledge providing program, for example, the case DB management function 1-1, the message notification function 1-2, the case DB update function 1-3, and the program change for executing the inquiry function 1-4 are updated. It can also be.

The inquiry means 14 determines whether or not to inquire to the help desk when the answer to the question is not obtained by the case DB search / browsing means 11b, that is, when the answer that matches the search condition cannot be obtained. Output a screen to let customers select.
When the inquiry means 14 inputs an inquiry request to the help desk window, the inquiry means 14 transmits the question to the help desk server 20. This question can be transmitted by e-mail or the like.
On the help desk server 20 side, in the latest managed case, if an answer to the question is held, it can be transmitted to the knowledge providing apparatus 10. At this time, a message that prompts the user to update the case DB 15 in the knowledge providing apparatus 10 may be transmitted.

Also, even in the latest case managed on the help desk server 20 side, when the answer to the question is not held, the answer is input to the help desk server 20 by the person in charge at the help desk window. Is transmitted to the knowledge providing apparatus 10. Also at this time, a message urging to update the case DB 15 can be transmitted from the help desk server 20 to the knowledge providing apparatus 10.
The inquiry means 14 first outputs an inquiry possible time in the case DB 15 (for example, from 9 o'clock to 17 o'clock from Monday to Friday) before outputting a screen for allowing the customer to select whether or not to make an inquiry to the above-mentioned help desk window. Time) and the inquiry possible deadline date and time (for example, until December 31, 2004). If the current date does not meet these conditions, the above inquiry processing is not executed.

The case DB 15 is a database generated by the case DB 15 construction unit 11a. In FIG. 2, the case DB 15 is configured in the knowledge providing apparatus 10 including the case DB management means 11, the message notification means 12, the case DB update means 13, and the inquiry means 14. It can also be made to be held in another connected knowledge providing apparatus 10.
As shown in FIG. 1 as a function (case DB 1-5) corresponding to this, the case DB 15 includes various date information, various message information, the number of simultaneous connections, the DB, as described above, in addition to various case information. It has an identification number, a dedicated server location (IP address, etc.), and a help desk contact location (email address, etc.).

When an update information acquisition request is transmitted from the knowledge providing apparatus 10, the help desk server 20 transmits the update information to the knowledge providing apparatus 10. As described above, the update information may be case information for updating to the case DB 15 in the knowledge providing device 10 or a newly provided knowledge providing program.
When the help desk server 20 receives the inquiry information from the knowledge providing apparatus 10, the help desk server 20 transmits an answer to the information to the knowledge providing apparatus 10.

The communication line 30 may be any publicly known public line, commercial line, or dedicated line known in the art. In addition, each of the one or more knowledge providing devices 10 and the help desk server 20 can be configured by the same or separate communication lines.
Further, the communication line 30 is a line that can be wirelessly or wiredly connected between one or more knowledge providing apparatuses 10 and the help desk server 20, for example, a public line network, a private line network, an Internet line. A network and an intranet network can be used.

  Next, a processing procedure in the knowledge providing system of the present embodiment will be described with reference to FIGS. 6 and 7 in addition to FIGS. 1 to 5 described above. FIG. 6 is a diagram showing a processing flow at the time of DB construction of the knowledge providing apparatus in the knowledge providing system according to the first embodiment of the present invention. FIG. 7 is a diagram showing a processing flow of search / browse / DB update of the knowledge providing apparatus in the system.

First, the customer purchases a knowledge providing program, installs it in the knowledge providing apparatus 10, and activates the case DB construction means 11a.
The case DB construction unit 11a generates the case DB 15 in the storage device in the knowledge providing device 10 (step 10).
At this time, the case DB construction unit 11a stores the construction date and time (K03) of the case DB 15 in the case DB 15 by the date management unit 11c. Further, the date and time management means 11c sets the case DB update deadline date and time (K07) and the inquiry possible deadline date and time (K10).

  Date / time information other than these in the case DB 15 includes case creation date / time (K01), latest case creation date / time (K02), case DB update date / time (K04), inquiry date / time (K05), inquiry available time (K08), and the like. Can do. Such items in the case DB 15 include items that already have corresponding values, items that have not been set, and items that have initial values when the case DB 15 is constructed. For example, the case creation date and time (K01) and the latest case creation date and time (K02) are items that already have corresponding values, and the case DB update date and time (K04) and the inquiry date and time (K05) This is an unset item, and the inquiry possible time (K08) and the like are items for which an initial value exists.

Further, the case DB construction unit 11a activates the message notification unit 12 simultaneously with the generation of the case DB 15, and the message notification unit 12 determines whether the message notification condition is satisfied (step 11).
At the time of constructing the case DB 15, as a result of the determination of the message notification condition by the message notification means 12, the condition J01 shown in FIG. 5 may be satisfied and the message M01 may be output. That is, in this case, since the case DB update date and time (K04) is not set in the case DB 15, the current date and time is longer than the DB update period 3 (K13) from the latest case creation date and time (K02). The latest case creation date is more than three months ago. Please update the case DB to the latest. "(Step 12).

  When the case DB update unit 13 is activated by the customer, the case DB update unit 13 acquires the location information of the dedicated server in the case DB 15, that is, the IP address of the help desk server 20, and the help desk server 20. And an update information acquisition request regarding the case DB 15 is transmitted to the help desk server 20.

In response to this, the help desk server 20 transmits update information related to the case DB 15 to the knowledge providing apparatus 10. As the update information, in addition to the case information as described above, change information of the knowledge providing program can be used.
When the update information is received from the help desk server 20, when the update information is case information or the like, the case DB update unit 13 updates the case DB to the case DB 15. If the update information is a knowledge providing program, the case DB update means 13 updates the case information. It can be stored in the storage means in the knowledge providing device 10 and the program can be updated when the next execution of the knowledge providing program is started (step 13).

At this time, the case DB update unit 13 sets the current date and time to the case DB update date and time (K04) in the case DB 15. Also, the latest case creation date and time (K02) in the case DB 15 is updated based on the latest date and time information among the case creation dates and times held in the update information.
As a result, the contents of the case DB 15 in the knowledge providing device 10 on the customer side become the latest state at the time of construction, and thereafter, the customer uses various cases in the case DB 15 using the case DB search / view means 11b. It becomes possible to do.

Next, an example of a usage form of the knowledge providing system after the case DB 15 is constructed will be described with reference to FIG.
First, since the case search is performed by the customer using the case DB 15, when the case DB search / browsing means 11b is activated, the message notification means 12 is activated at the same time.
The message notification unit 12 determines whether or not the message notification condition as shown in FIG. 5 is satisfied based on the date information and the current date information in the case DB 15 (step 20).

Then, when any message notification condition is satisfied, the message notification unit 12 outputs the corresponding message to a display or the like in the knowledge providing device 10 (step 21).
For example, when the current date / time is the date / time when the DB update period 3 (K13) has passed since the case DB update date / time (K04), the condition of J02 in FIG. “3 months or more have passed since the last case DB update date. Please update the case DB to the latest.” Is output.
The customer can know an appropriate timing to update the case DB 15 by outputting such a message.

  Note that, as described above, when the message notification condition shown in FIG. 5 is set not to notify a message based on the determination about one of the message notification conditions, the message notification unit 12 performs the determination on the condition. Absent. It is also possible to make a determination but not output a message.

Further, when the current date and time has passed the case DB update deadline date and time (K07), the case DB 15 cannot be updated, and it is also preferable to display a message to that effect by the message notification means 12.
In addition, the case DB update means 13 can determine whether the current date and time has passed the case DB update deadline date and time (K07), and output a message when the case DB is started.

At the time of constructing the case DB 15 described above, it is determined that the current date / time has not passed the case DB update deadline date / time (K07) based on the fact that the case DB construction date / time (K03) is not registered in the case DB 15. Can be made.
Furthermore, even if the current date and time has passed the case DB update deadline date and time (K07), the inquired case is reflected in the customer-side case DB 15 for a predetermined number of days from the inquiry date and time (K05). In addition, it is also preferable to be able to update.

When the customer updates the case DB 15, the customer activates the case DB update means 13.
After confirming that the case DB update deadline date has not elapsed, the case DB update unit 13 acquires the location information of the help desk server 20 from the case DB 15, accesses the help desk server 20, and accesses the help desk server 20. An update information acquisition request is transmitted to. When the update information is received from the help desk server 20, it is updated and reflected in the knowledge providing device 10 (step 22).

  That is, when case information to be added, modified, or deleted is transmitted to the case DB 15 as update information, the update process is executed on the case DB 15. When update information of the knowledge providing program is transmitted as update information, update processing of the knowledge providing program itself is executed. The timing for rewriting the knowledge providing program is not particularly limited, and can be, for example, the next execution of the knowledge providing program.

Next, the customer searches the case DB 15 for the contents to be checked by the case DB searching / browsing means 11b. That is, the case DB search / browsing means 11b executes a search process of the case DB 15 based on the inputted question (step 23).
The search of the case DB 15 can be performed not only after the case DB 15 is updated, but also when the case DB 15 is not updated, or when the message notification condition is not satisfied and the message is not output.

  The search by the case DB search / browsing means 11b and the output method of the search result are not particularly limited and can be various. For example, in the knowledge providing apparatus 10, a search condition input screen is displayed by the case DB search / browsing means 11 b, and a question including this keyword is used as a case DB search / browsing means with a keyword in a question input by a customer as a key. 11b may search the case DB 15 and output an answer corresponding to the searched question. Of course, the searched questions can also be output together.

If there is a case corresponding to the question as a result of the search of the case DB 15 (Yes in Step 24), the case DB search / browsing means 11b outputs the case (Step 25).
If there is no case corresponding to the question (No in step 24), the case DB search / browsing means 11b activates the inquiry means 14, and the inquiry means 14 makes an inquiry to the help desk window regarding the question. It is possible to display a screen for confirming with the customer whether or not to perform. The inquiry means 14 acquires the location information of the help desk window from the case DB 15 based on the selection input for inquiring by the customer, and transmits the inquiry information including the question to the help desk server 20 by e-mail or the like ( Step 26).
When inquiry information is sent to the help desk server 20 by the inquiry means 14, the date management means 11c sets the inquiry date (K05) in the case DB 15.

In addition to the case where there is no case corresponding to the question, the inquiry to this help desk window is not only when the case is output, but when the customer feels doubtful about the contents of the answer in the case, etc. It is preferable that the inquiry means 14 is activated directly so that the inquiry to the help desk window can be performed in the same manner as described above.
In addition, when the case corresponding to the question does not exist in the case DB 15, it is possible to repeat the question by repeating the operation from step 23.

The help desk server 20 that has received the inquiry information from the customer transmits the answer to the input inquiry created by the person in charge at the help desk window to the knowledge providing apparatus 10 by e-mail or the like. At the help desk window, the questions and answers in the inquiry are changed so that they can be reused as examples. Then, the help desk server 20 stores the new case in the help desk server 20.
Then, as described above, the customer can update the new case to the case DB 15 in the knowledge providing apparatus 10 by activating the case DB update means 13 (step 27).

As described above, according to the knowledge providing system of the present embodiment, since the case DB can be constructed on the knowledge providing device 10 on the customer side, even if the knowledge providing device 10 is not connected to the network, Inquiries regarding cases stored in the case DB 15 can be solved by the customer.
In addition, since the knowledge providing apparatus 10 can output a message based on the date and time information registered in the case DB 15, if the content of the case DB 15 is considered to be outdated, this is notified to the customer, The latest case information and the like can be received from the knowledge management server by the knowledge providing device 10 so that the case DB 15 and the like can be updated.
Then, even after the service use period expires, the case DB 15 can continue to be used in the state when the service use period expires.

  Further, when there is no answer to the question to be solved in the case DB 15 in the knowledge providing apparatus 10, the knowledge providing apparatus 10 can transmit inquiry information including the question to the help desk server 20. As a result, the customer can solve an inquiry for which there is no case in the case DB 15 using the help desk. Furthermore, after the question and answer in this inquiry are stored as a new case in the help desk server 20, the knowledge providing apparatus 10 receives the new case as update information and reflects it as a case in the case DB 15. It is also possible.

  Furthermore, the present invention can be applied to a help desk that is generally provided as a user support service related to a computer, and the quality of the user support service related to a computer for a customer can be further improved.

[Second Embodiment]
Next, a second embodiment of the present invention will be described with reference to FIG. FIG. 1 is a block diagram showing the configuration of the knowledge providing system of this embodiment.
This embodiment shows an example in which the knowledge providing apparatus 10 in the first embodiment is provided in an in-house LAN system. That is, in the present embodiment, the knowledge providing device 10 is configured as knowledge providing devices 10 </ b> A to 10 </ b> D in the knowledge providing LAN system 100.
In this embodiment, each knowledge providing device 10 can be the same as that of the first embodiment. That is, each knowledge providing apparatus 10 is installed with the knowledge providing program of the present invention, and each knowledge providing apparatus 10 has a case DB 15, a case DB managing means 11, a message notifying means 12, a case DB updating means 13, The inquiry means 14 can be held.

For example, when the case DB 15 has already been constructed in the knowledge providing apparatus 10D, when the knowledge providing program is newly installed and executed in the knowledge providing apparatus 10A, when the case DB constructing means 11a is started, for example, the case DB 15 It is possible to use the case DB 15 also in the knowledge providing apparatus 10A by displaying the screen for inputting the location information of the user and making it possible to specify the location of the case DB 15 in the knowledge providing apparatus 10D. In this way, the existing case DB 15 can be shared and used within the knowledge providing LAN system 100.
In the present embodiment, points other than those described above can be the same as those in the first embodiment.

As described above, according to the knowledge providing system of the present embodiment, the user of the knowledge providing apparatus 10 in the knowledge providing LAN system 100 asks the help desk server 20 outside the LAN for questions that exist in the case DB. It can be solved without accessing.
Further, even if the case DB updateable period or the inquiry possible period elapses, the case DB 15 existing in the knowledge providing LAN system 100 can be used as it is.

In addition, this invention is not limited to the above embodiment, It cannot be overemphasized that a various change implementation is possible within the scope of the present invention.
For example, other conditions can be added as appropriate to the message notification conditions shown in FIG. 5, or a plurality of case DBs 15 in the knowledge providing apparatus 10 can be configured according to the contents.
In addition, each of the above embodiments is assumed to be a knowledge providing service for a fee, but by disabling information on the service usage time limit managed by the date and time management unit 11c in the case DB 15, it is possible to provide knowledge free of charge. It can be used for service.

The present invention can be suitably used in help desk business and call center business.
Further, the present invention can be applied not only to such a knowledge providing service for end users but also to a product information providing service for a store by a manufacturer.
Furthermore, the present invention can be applied to an information providing service as an encyclopedia that can always search for the latest information by storing all the knowledge in the case DB 15.

It is a block diagram which shows the structure of the knowledge provision service function in the knowledge provision system of 1st embodiment of this invention. It is a block diagram which shows the structure of the knowledge provision system of 1st embodiment of this invention. It is a figure which shows the date information managed by the date management function in the knowledge provision system of 1st embodiment of this invention. It is a figure which shows the message notified by the message notification means in the knowledge provision system of 1st embodiment of this invention. It is a figure which shows the conditions judged by the message notification means in the knowledge provision system of 1st embodiment of this invention. It is a figure which shows the processing flow at the time of DB construction of the knowledge provision apparatus in the knowledge provision system of 1st embodiment of this invention. It is a figure which shows the processing flow of search / browsing / DB update of the knowledge provision apparatus in the knowledge provision system of 1st embodiment of this invention. It is a block diagram which shows the structure of the knowledge provision system of 2nd embodiment of this invention.

Explanation of symbols

1 Knowledge providing service function 1-1 Case DB management function 1-1a Case DB construction function 1-1b Case DB search / browsing function 1-1c Date and time management function 1-2 Message notification function 1-3 Case DB update function 1-4 Inquiry function 1-5 Case DB
10 (10A, 10B, 10C, 10D) Knowledge providing device 11 Case DB management means 11a Case DB construction means 11b Case DB search / browsing means 11c Date and time management means 12 Message notification means 13 Case DB update means 14 Inquiry means 15 Case DB
20 Help Desk Server 30 Communication Line 100 Knowledge Providing LAN System

Claims (14)

A knowledge providing program that provides answers to questions to a customer's computer,
The customer ’s computer
A case database management means for constructing a case database for storing a question and an answer in association with each other, searching the case database based on the inputted question, and outputting an answer corresponding to the question,
A message notification means for determining a message notification condition based on date and time information in the case database and outputting a message when the condition is satisfied;
A knowledge providing program for receiving update information related to the case database from a knowledge management server via a communication line, and causing the update to function as a case database update means for performing an update based on the update information. The knowledge providing program according to claim 1,
The customer ’s computer
When the answer corresponding to the question cannot be obtained from the case database by the case database management means,
A knowledge providing program for functioning as inquiry means for transmitting the question to the knowledge management server via a communication line and receiving an answer from the knowledge management server. The case database management means includes:
Case database construction means for constructing the case database;
Case database search / browsing means for searching the case database based on the inputted question and outputting an answer corresponding to the question;
The knowledge providing program according to claim 1, further comprising a date management unit that stores date information in the case database. If the update information related to the case database includes question and answer information, the case database update means updates the information in the case database,
When the update information on the case database includes update information on the knowledge providing program, the case database updating unit updates the knowledge providing program. The knowledge provision program described. The knowledge providing program according to any one of claims 1 to 4, wherein the question and answer information in the case database is information relating to computer hardware and / or software. A knowledge providing device that provides an answer to a question,
A case database that stores questions and answers in association with each other;
Case database management means for searching the case database based on the inputted question and outputting an answer corresponding to the question;
A message notification means for determining a message notification condition based on date and time information in the case database, and outputting a message when the condition is satisfied;
And a case database updating means for receiving update information related to the case database from the knowledge management server via a communication line and performing an update based on the update information. The knowledge providing apparatus according to claim 6,
Inquiry for transmitting the question to the knowledge management server via the communication line and receiving the answer from the knowledge management server when the answer corresponding to the question cannot be obtained from the case database by the case database management means A knowledge providing apparatus characterized by comprising means. The case database management means includes:
Case database construction means for constructing the case database;
Case database search / browsing means for searching the case database based on the inputted question and outputting an answer corresponding to the question;
The knowledge providing apparatus according to claim 6, further comprising a date management unit that stores date information in the case database. A knowledge providing LAN system that provides answers to questions,
Having a knowledge providing apparatus with a case database for storing questions and answers in association with each other;
The knowledge providing apparatus and / or another knowledge providing apparatus in the knowledge providing LAN system,
Case database management means for searching the case database based on the inputted question and outputting an answer corresponding to the question, determining the message notification condition based on the date / time information in the case database, and the condition is satisfied A message notification means for outputting a message, and a case database update means for receiving update information related to the case database from the knowledge management server via a communication line and performing an update based on the update information. Knowledge providing LAN system. A knowledge providing device comprising the case database management means,
Inquiry for transmitting the question to the knowledge management server via the communication line and receiving the answer from the knowledge management server when the answer corresponding to the question cannot be obtained from the case database by the case database management means The knowledge providing LAN system according to claim 9, further comprising: means. The case database management means includes:
Case database construction means for constructing the case database;
Case database search / browsing means for searching the case database based on the inputted question and outputting an answer corresponding to the question;
The knowledge providing LAN system according to claim 9, further comprising a date management unit that stores date information in the case database. A knowledge providing system for providing an answer to a question to a knowledge providing apparatus,
Case database management means for constructing a case database for storing a question and an answer in association with each other, searching the case database based on the inputted question, and outputting an answer corresponding to the question, and date / time information in the case database Based on the message notification condition, if the condition is satisfied, the update information on the case database is received from the knowledge management server via the message notification means for outputting a message and the communication line, and the update information One or more of the knowledge providing devices provided with case database update means for performing an update based on;
The knowledge providing system comprising: the knowledge management server that transmits the update information to the knowledge providing apparatus when receiving an update information acquisition request regarding the case database from the knowledge providing apparatus. The knowledge providing device transmits the question to the knowledge management server via a communication line when the answer corresponding to the question cannot be obtained from the case database by the case database management means, and the knowledge management server The knowledge providing system according to claim 12, further comprising inquiry means for receiving an answer from. The case database management means includes:
Case database construction means for constructing the case database;
Case database search / browsing means for searching the case database based on the inputted question and outputting an answer corresponding to the question;
14. The knowledge providing system according to claim 12, further comprising date management means for storing date information in the case database.

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