JP2006268690A - Faq presentation/improvement method, faq presentation/improvement device and faq presentation/improvement program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To present what kind of contents should be added and positions of a FAQ structure therefor, or which contents should be updated and the ways to update them. <P>SOLUTION: This method comprises steps of determining, for each inquiry, whether the total history number is a predetermined value or more or not (S31); determining, for an inquiry for which the total history number is determined to be the predetermined value or more, whether FAQ similar to this inquiry is present or not (S37); displaying an inquiry for which the presence of similar FAQ is determined and an answer thereto as an improved version of the similar FAQ (S38); determining, for an inquiry for which absence of similar FAQ is determined, whether the number of inquiries similar to this inquiry is a second predetermined value or more or not (S39); and displaying an inquiry for which the number of similar inquiries is determined to be the second predetermined value or more and an answer thereto as a new FAQ (S40). <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a FAQ presentation / improvement method, a FAQ presentation / improvement apparatus, and a FAQ presentation / improvement program, and in particular, a FAQ that presents a FAQ to be preferentially improved based on an inquiry received from a user and an action history up to the inquiry. The present invention relates to a presentation / improvement method, FAQ presentation / improvement apparatus, and FAQ presentation / improvement program.

2. Description of the Related Art Conventionally, companies receive a large number of inquiries from users, and therefore, FAQ (Frequently Asked Questions) sites are disclosed as model answers to inquiries in advance. On the other hand, since information provided by companies and information desired by users change from time to time, it is necessary to always add and update FAQs. As data that becomes the source of addition and update, there is a method of using inquiries received so far, as described in Patent Document 1. Specifically, from this, what is not present in the existing FAQ is extracted, added, or what is similar to the existing FAQ but with a different insignificant expression and is extracted from the existing FAQ. The work of updating is performed against the contents of. As another method, as described in Patent Document 2, when the FAQ is presented, the user selects an evaluation value as to whether or not the FAQ is useful for solving the question. There is something to update.
JP 2004-265349 A JP 2004-086549 A JP 2003-067400 A

  However, in accordance with the above-described conventional technology, it is necessary to perform language analysis or the like in order to determine which data should be preferentially adopted and how it should be classified and added from a large amount of inquiry data. Yes, it takes a lot of time and effort. Further, even if FAQs to be preferentially updated are extracted using the FAQ evaluation value as an index, among users who have referred to FAQs, those who have solved the question will stop referencing the FAQs on the spot, and will not be resolved. For a user, since there is a high possibility of referring to another FAQ or transmitting an inquiry, the possibility of actually inputting an evaluation value is extremely low. Based on this, it can be said that the credibility of the indicator is not so high.

  In view of the above circumstances, the present invention provides a FAQ presentation / improvement method and apparatus capable of presenting what content should be added to which location in the FAQ structure and which content should be updated. The purpose is to do. Note that the FAQ structure referred to in the present invention is a classification in which contents created in a question and answer combination format (hereinafter referred to as Q & A) are categorized into similar contents, and the categorized contents are set as a set. It is a structure that creates and manages similar ones in the classification as detailed classifications.

  According to a first aspect of the present invention, there is provided an FAQ presentation / improvement method characterized by displaying an improved version FAQ based on an action history up to each inquiry and a similarity between each inquiry and an existing FAQ. Provided.

  In the FAQ presenting / improving method according to the first aspect of the present invention, for each inquiry, it is determined whether the total history number calculated from the action history up to the inquiry is equal to or greater than a predetermined value. A similar FAQ existing determination step for determining whether or not there is a FAQ similar to the query for the query for which the total history count is determined to be greater than or equal to the predetermined value in the total history count determination step; The similar FAQ existing determination step may include an improved version FAQ display step of displaying an inquiry determined that a similar FAQ exists and an answer thereto as an improved version of the similar FAQ.

  In the FAQ presentation / improvement method according to the first aspect of the present invention, for each inquiry, a total history for determining whether or not the total number of histories calculated from the action history up to the inquiry is equal to or greater than a first predetermined value. A number determination step, and for each inquiry, a stay time determination step for determining whether or not a stay time calculated from an action history up to the inquiry is a second predetermined value or more, and the total history number determination step Inquiry about the inquiry in which the total history number is determined to be greater than or equal to the first predetermined value, or the inquiry in which the stay time is determined to be greater than or equal to the second predetermined value in the stay time determination step. In the similar FAQ existing determination step for determining whether or not there is a similar FAQ, and in the similar FAQ existing determination step, it is determined that a similar FAQ exists. And improved version FAQ display step of displaying as an improvement version of the FAQ and queries are for the similar responses to it, may be provided with a.

  In the FAQ presentation / improvement method according to the first aspect of the present invention, the improved FAQ display step may display both the improved FAQ and the original FAQ.

  According to the second aspect of the present invention, the improved FAQ is displayed based on the action history up to each query, the similarity between the queries, and the similarity between each query and the existing FAQ. FAQ presentation / improvement method is provided.

  In the FAQ presentation / improvement method according to the second aspect of the present invention, for each inquiry, a total history for determining whether or not the total number of histories calculated from the action history up to the inquiry is equal to or greater than a first predetermined value. A similar FAQ for determining whether there is a FAQ similar to the query for the query for which the total history count is determined to be greater than or equal to the first predetermined value in the number determination step and the total history count determination step. A similar query for determining whether the number of queries similar to the query is greater than or equal to a second predetermined value for queries for which there is no similar FAQ in the existing determination step and the similar FAQ existing determination step. In the existing determination step and the similar query existing determination step, the query that has been determined that the number of similar queries is greater than or equal to the second predetermined value and the query. And novel FAQ display step of displaying the answer as a new FAQ for, may be provided with a.

  In the FAQ presentation / improvement method according to the second aspect of the present invention, for each inquiry, a total history for determining whether or not the total number of histories calculated from the action history up to the inquiry is equal to or greater than a first predetermined value. A number determination step, and for each inquiry, a stay time determination step for determining whether or not a stay time calculated from an action history up to the inquiry is a second predetermined value or more, and the total history number determination step Inquiry about the inquiry in which the total history number is determined to be greater than or equal to the first predetermined value, or the inquiry in which the stay time is determined to be greater than or equal to the second predetermined value in the stay time determination step. In the similar FAQ existing determination step for determining whether or not there is a similar FAQ, and in the similar FAQ existing determination step, if there is no similar FAQ In the similar query existing determination step for determining whether or not the number of queries similar to the query is greater than or equal to a third predetermined value for the disconnected query, the number of similar queries in the similar query existing determination step You may make it provide the new FAQ display step which displays the inquiry judged to be more than the 3rd predetermined value, and the answer to it as a new FAQ.

  In the FAQ presenting / improving method according to the second aspect of the present invention, the page of the finest classification is designated among the classifications traced up to the inquiry as an addition destination of the inquiry displayed as a new FAQ and the corresponding answer. You may do it.

  The FAQ presentation / improvement apparatus according to the present invention receives an inquiry from a user terminal (for example, the user terminal 10 in FIG. 1) via a communication network (for example, the communication network 40), and calculates the total calculated from the action history up to the inquiry. A FAQ presenting / improving device (for example, FAQ presenting / improving device 20) that presents an inquiry to be added / updated to the FAQ preferentially to the administrator by classifying users based on the number of histories, FAQ display means (for example, FAQ display means 22A) that presents a FAQ in response to a FAQ reference request from the user terminal, and FAQ usage history storage means (for example, a FAQ reference history in the user terminal based on the FAQ reference request) Inquiries from the action history acquisition means 22b, action history storage unit 21c) and user terminal An inquiry reception means (for example, inquiry reception means 22c) for receiving a request, a means for generating an answer to the inquiry (for example, FIG. 9), and a means for transmitting an answer to the user (for example, an inquiry response creation means 22d) and the inquiry contents are given priority. Inquiry content presenting means (for example, FAQ updating means 22e) for presenting an inquiry to be added or updated as a Q & A is provided.

  By configuring as described above, it is possible to present an inquiry to be added / updated to the FAQ preferentially to the administrator, so that it is possible to add / update the Q & A necessary for improving the FAQ. A quality FAQ can be published. Therefore, it can be expected that the user can solve the problem only by referring to the FAQ without transmitting an inquiry.

  In addition to the total number of histories, in addition to the total number of histories, as a means of dividing the user's pattern, the inquiry is sent after referring to the FAQ more eagerly by taking into account the reference time from the start of the inquiry to the inquiry. Since users can be extracted, the administrator can expect to be able to construct a higher quality FAQ.

  The FAQ presenting / improving apparatus according to the present invention receives an inquiry from a user terminal (for example, the user terminal 10) via a communication network (for example, the communication network 40), and calculates the total history calculated from the action history up to the inquiry. A FAQ presenting / improving device that presents inquiries to be added / updated to the FAQ preferentially to the administrator by dividing the user pattern based on the number, in response to a FAQ reference request from the user terminal FAQ display means for displaying FAQ (for example, FAQ display means 22A), classification storage section for storing data for FAQ display (for example, classification storage section 21A), Q & A storage section (for example, Q & A storage section 21b), and FAQ reference An action history storage unit (for example, an action history storage unit 21c) that holds the history as an action history from the user; Action history acquisition means (for example, action history acquisition means 22b) that stores the reference history from the terminal in the action history storage unit as the user's action history, and an inquiry content storage unit (for example, inquiry contents) that holds the inquiry contents from the user terminal 21d), inquiry accepting means (for example, inquiry accepting means 22c) for accepting an inquiry request from the user terminal, inquiry answer creating means (for example, inquiry answer creating means 22d) for sending an answer to the inquiry to the user, and inquiry contents FAQ update means (for example, FAQ information update means 22e) that presents an inquiry to be added or updated as a Q & A with priority.

  By configuring as described above, it is possible to present an inquiry to be added / updated to the FAQ preferentially to the administrator, so that it is possible to add / update the Q & A necessary for improving the FAQ. A quality FAQ can be published. Therefore, it can be expected that the user can solve the problem only by referring to the FAQ without transmitting an inquiry.

  In addition to the total number of histories, in addition to the total number of histories, as a means of dividing the user's pattern, the inquiry is sent after referring to the FAQ more eagerly by taking into account the reference time from the start of the inquiry to the inquiry. Since users can be extracted, the administrator can expect to be able to construct a higher quality FAQ.

  The FAQ presenting / improving method according to the present invention accepts an inquiry from a user terminal (for example, the user terminal 10) via a communication network (for example, the communication network 40), and calculates the total history calculated from the action history up to the inquiry. This is a FAQ presentation / improvement method that presents inquiries to be added / updated to the FAQ preferentially to the administrator by dividing the user pattern based on the number, in response to a FAQ reference request from the user terminal The FAQ is presented (eg, steps S10, S13, S14), the FAQ usage history at the user terminal is stored in the FAQ usage history storage means (eg, step S12), the inquiry request from the user terminal is accepted (step S20), and the inquiry is made. The inquiry content related to the request is transmitted to the user (step S23), Added as a priority to Q & A from the stomach alignment, to extract to be updated inquiry (step S30~S41), characterized in that it presented to the administrator.

  By configuring as described above, it is possible to present an inquiry to be added / updated to the FAQ preferentially to the administrator, so that it is possible to add / update the Q & A necessary for improving the FAQ. A quality FAQ can be published. Therefore, it can be expected that the user can solve the problem only by referring to the FAQ without transmitting an inquiry.

  In addition to the total number of histories, in addition to the total number of histories, as a means of dividing the user's pattern, the inquiry is sent after referring to the FAQ more eagerly by taking into account the reference time from the start of the inquiry to the inquiry. Since users can be extracted, the administrator can expect to be able to construct a higher quality FAQ.

  The FAQ presentation / improvement program according to the present invention receives an inquiry from a user terminal (for example, the user terminal 10) via a communication network (for example, the communication network 40), and calculates the total history calculated from the action history up to the inquiry. This is a FAQ presentation / improvement program that presents inquiries to be added / updated to the FAQ preferentially to the administrator by dividing the user pattern based on the number, in response to a FAQ reference request from the user terminal A step of presenting a FAQ (for example, steps S10, S13, S14), a step of storing a FAQ usage history at the user terminal in the FAQ usage history storage means (for example, step S12), a step of receiving an inquiry request from the user terminal (step S20) ) Inquiries related to inquiry requests Transmitting the content to the user (step S23), added preferentially Q & A from the query, extracting be updated query (step S30～S41), to perform the step of presenting to the administrator.

  By configuring as described above, it is possible to present an inquiry to be added / updated to the FAQ preferentially to the administrator, so that it is possible to add / update the Q & A necessary for improving the FAQ. A quality FAQ can be published. Therefore, it can be expected that the user can solve the problem only by referring to the FAQ without transmitting an inquiry.

  In addition to the total number of histories, in addition to the total number of histories, as a means of dividing the user's pattern, the inquiry is sent after referring to the FAQ more eagerly by taking into account the reference time from the start of the inquiry to the inquiry. Since users can be extracted, the administrator can expect to be able to construct a higher quality FAQ.

  According to the present invention, the improved version FAQ is displayed based on the action history up to each query and the similarity between each query and the existing FAQ, so what content should be added to which position in the FAQ structure. It is also possible to present which content should be updated and how.

  Next, the best mode for carrying out the invention will be described in detail with reference to the drawings.

  FIG. 1 is a block diagram showing an example of the configuration of the FAQ presentation / improvement system in the first embodiment of the present invention.

  As shown in FIG. 1, the FAQ presentation / improvement system includes a user terminal 10, a FAQ presentation / improvement device 20, an administrator terminal 30, and a communication line 40. The user terminal 10 is a terminal used by the user, and has information input / output means 10A.

  The information input / output means 10A is, for example, a Web browser, and the user selects a desired classification and Q & A from the displayed list of classifications, browses the Q & A, or inquires when the Q & A does not solve the question. The contents are input.

  The information input / output means 10A has a function of sending and receiving e-mail, can send inquiry contents to the FAQ presentation / improvement device 20, and receives a reply document from the administrator by e-mail or the like, You can browse the contents.

  As the user terminal 10, a personal computer, a notebook computer, a mobile tool, an STB (Set-Top Box), etc., a mobile phone, a PHS, a PDA (Personal Digital Assistants) and the like can be used.

  The FAQ presentation / improvement apparatus 20 is an information processing apparatus that performs main control of the FAQ presentation / improvement apparatus system, and a workstation, a server, a personal computer, or the like can be used. The FAQ presentation / improvement apparatus 20 includes a storage unit 21 that stores (stores) information, and a processing unit 22 that controls the storage unit 21.

  The storage unit 21 includes a classification storage unit 21A, a Q & A storage unit 21b, an action history storage unit 21c, and an inquiry content storage unit 21d.

  The classification storage unit 21A stores classification information presented to the user, and stores a classification ID that uniquely identifies the classification, a classification name, and an ID of a parent classification that represents the classification to which the classification belongs, as shown in FIG. . For example, since the parent classification ID of “savings deposit” is “1”, it can be understood that “savings deposit” belongs to “deposit”. In addition, items having no definition of the parent classification ID such as “deposit”, “account”, “investment”, and “loan” mean a large classification in which other child classifications are combined.

  The Q & A storage unit 21b stores Q & A information to be presented to the user. As shown in FIG. 3, the Q & A ID, the question sentence (Q), the answer sentence (A), and the parent classification ID for uniquely identifying the Q & A Remember.

  The action history storage unit 21c stores a history of operations performed from the user terminal, and stores the action history in the data structure shown in FIG. Here, the history ID is an ID for uniquely identifying each history data. The session ID is an ID assigned to uniquely identify a user. In the operation type, information indicating whether the classification or the Q & A is referred is recorded. The selected content ID stores the ID of the selected category and Q & A. In the inquiry input transition, it is recorded whether or not a transition is made to an inquiry input after performing an action. In addition, the operation execution time is recorded.

  The inquiry content storage unit 21d stores an inquiry sentence received from the user terminal 10 and an answer transmitted from the administrator terminal 30 in response thereto. This data is stored in the data structure shown in FIG. If the question is not resolved even after referring to the classification and Q & A, the classification, ID for identifying the Q & A, the session ID for identifying the user, the e-mail address, the contents of the inquiry, and the management that have been referred to before making the inquiry The response contents sent by the person are stored. In addition, as a result of the inquiry analysis in the FAQ information update means 22e (the inquiry analysis method will be described later), whether to add a new Q & A or update an existing Q & A based on this inquiry An improvement method for recording information, an improvement destination ID for recording which classification or Q & A is to be improved, and an improved flag for recording whether or not the improvement has been performed are recorded. It also records the time when the inquiry was sent.

  The processing unit 22 includes FAQ display means 22A, action history acquisition means 22b, inquiry reception means 22c, inquiry response creation means 22d, and FAQ information update means 22e.

  The FAQ display unit 22A extracts data from the classification storage unit 21A and the Q & A storage unit 21b and presents them to the user terminal 10 according to the user's behavior. Further, the FAQ display unit 22A automatically adds “to inquiry input” in addition to the data in the classification storage unit 21A and the Q & A storage unit 21b. When the end user selects this, it is considered that there is no Q & A desired by the user in the FAQ, and an inquiry input screen is presented. Similarly, “To inquiry input” is automatically added to the screen for presenting the Q & A.

  The action history acquisition unit 22b stores the classification and Q & A content referred to by the user in the action history storage unit 21c.

  The inquiry receiving means 22c receives this information from the information input / output means 10A of the user terminal 10 and stores it in the inquiry content storage unit 21d when an inquiry and a mail address are transmitted from the inquiry input screen.

  In response to the inquiry stored in the inquiry content storage unit 21d, the inquiry response creation unit 22d receives an inquiry response input by the administrator using the information input / output unit 30A of the administrator terminal 30, and the inquiry content storage unit 21d. The response document is transmitted to the information input / output means 10A of the user terminal 10 by a method such as e-mail.

  The FAQ information updating unit 22e acquires the action history, the inquiry content, and the inquiry answer stored in the action history storage unit 21c and the inquiry content storage unit 21d, and extracts the Q & A to be added or updated based on the analysis method described later. A means for updating the classification storage unit 21A and the Q & A storage unit 21b is provided.

  The administrator terminal 30 is a terminal used by an administrator who manages the classification and Q & A information in the FAQ presentation / improvement device 20 and creates an answer to a user's question, and has an information input / output means 30A. The information input / output means 30A is, for example, a Web browser, and performs classification, Q & A information update, or creates an answer document. Further, the information input / output means 30A has an e-mail transmission / reception function, can receive a user's question from the FAQ presentation / improvement device 20, and can transmit an answer to the FAQ presentation / improvement device 20. As the administrator terminal 30, in addition to a personal computer, a notebook computer, a mobile tool, etc., it is also possible to use a mobile phone, a PHS, a PDA, or the like.

  As the communication line 40, any publicly known public line, commercial line, or dedicated line known in the art can be used. The user terminal 10, the FAQ presentation / improvement device 20, and the administrator terminal 30 can be configured with the same or separate communication lines. Further, the communication line 40 is a line that can be wirelessly or wiredly connected between the user terminal 10, the FAQ presentation / improvement device 20, and the administrator terminal 30, for example, a mobile terminal network, a public line network, a dedicated line It can be constituted by a line network, an Internet line network, and an intranet network.

  Next, the operation of the FAQ presentation / improvement apparatus 20 according to the present embodiment will be described in detail with reference to FIGS.

  FIG. 6 is a flowchart for explaining a flow for prompting a user to input an inquiry when the FAQ presentation / improvement apparatus 20 classifies and presents a Q & A and the question is not resolved even after referring to the Q & A. is there. When a questionable user accesses the FAQ presentation / improvement device 20, the FAQ display means 22A acquires a major classification from the information stored in the classification storage section 21A, and uses this as the information input / output means 10A of the user terminal 10. Output to. This will be specifically described with an example shown in FIG. In the screen 1001 in the figure, the user is allowed to select “deposit”, “account”, “investment”, “loan”, which are major categories, and “to inquiry input” which transitions to inquiry input (FIG. 6). Step S10).

  At this time, when the user first accesses the FAQ presentation / improvement device 20, the FAQ information display unit 22A issues a session ID for uniquely identifying the user. If the information input / output means 10A is a Web browser, the assigned ID is inserted into HTML (Hyper Text Markup Language) page data in a format that is not visible to the user, and is sequentially transferred to the next page to be displayed. Next, when the user selects a category, the FAQ display unit 22A receives the selected category (step S11), passes it to the behavior history acquisition unit 22b, and the behavior history acquisition unit 22b stores the behavior history storage unit 21c. Store (step S12). The FAQ display unit 22A determines the next information to be presented to the user from the information stored in the classification storage unit 21A and the Q & A storage unit 21b and the user's selected classification (step S13). The transition destination is one of three types: (1) child classification, (2) Q & A, and (3) inquiry input.

  First, (1) transition to child classification will be described. The classification data shown in FIG. 2 will be described as an example. If the user selects the classification “deposit”, the parent classification ID is “1”, that is, “savings deposit”, “reserve deposit”, “time deposit”. , “Large deposit” is displayed, and the display returns to the FAQ guidance display (step S10). By this operation, the screen 1002 of FIG. 7 is displayed. In addition, when “savings deposit” is selected on the screen 1002 of FIG. 7, even if the classification data shown in FIG. 2 is referred to as before, the classification with the parent classification ID “5” does not exist. There is no classification to do. Referring to the Q & A data in Fig. 3, the Q & A with the parent classification ID of 5, that is, "How much can I deposit?", "Is there a limit on the deposit period?", "Can I withdraw money freely?" Display and return to FAQ guidance display (step S10). By this operation, the screen 1003 of FIG. 7 is displayed.

Next, (2) transition to Q & A will be described. For example, when the user selects the Q & A “How much can I deposit?” On the screen 1003, the Q & A question (Q) and answer (A) of Q & A ID “1” in FIG. 3 are displayed. Become. That is, the FAQ display means 22A sends the question (Q) “How much can I deposit?” And the answer (A) “I can use from 1 yen or more in 1 yen unit” to the user terminal 10, and the user terminal The ten information input / output means 10A displays this Q & A (step S13). By this operation, the screen 1004 of FIG. 7 is displayed. If the Q & A displayed by the above processing is not an appropriate answer to the user's question, the user can return to the previous transition by clicking the “Return” button on the screen 1004 (step S14)
Next, (3) transition to inquiry input will be described. For example, when the user selects “To inquiry input” on the screen 1001 or the screen 1004, the process proceeds to inquiry input processing. The operation of the FAQ presentation / improvement system at the time of inquiry input by the user and creation of an inquiry response document by the administrator will be described with reference to FIG.

  First, the inquiry receiving unit 22c transmits a screen for a user to input an inquiry to the user terminal 10, and the information input / output unit 10A of the user terminal 10 displays the screen. A screen 1005 in FIG. 7 is an example of the question input screen displayed in this way. When the user inputs an inquiry using the inquiry screen (step S20 in FIG. 8) and the information input / output means 10A transmits the inquiry to the FAQ presentation / improvement device 20, the inquiry reception means 22c The mail address of the inquirer is stored in the inquiry content storage unit 21d (step S21). In the example of FIG. 7, since an inquiry is made from the screen 1005, the Q & A ID displayed on this screen, that is, the Q & A ID “1” of Q & A “How much can be deposited?” It is stored in the inquiry content storage unit 21d.

  In response to this, the administrator creates an answer using an answer creation screen as shown in FIG. 9 (step S22) and transmits it to the FAQ presentation / improvement device 20. At this time, the information input / output means 30A of the manager terminal 30 receives and displays the reply creation screen from the reply device 20, and receives the reply input by the manager. Then, the information input / output unit 30A transmits the input answer to the FAQ presentation / improvement device 20. The administrator can send the document reply to the FAQ presentation / improvement apparatus 20 by e-mail or directly register the same as in the case of sending the document question.

  The inquiry response creation means 22d of the FAQ presentation / improvement device 20 that has received the reply transmits it to the information input / output means 10A of the user terminal 10 by means such as e-mail (step S23). Then, the inquiry answer creating means 22d stores this answer in the inquiry content storage unit 21d when sending the answer to the user terminal 10 (step S24).

  The explanation so far is the FAQ presentation method to the user, the inquiry acceptance, and the answer creation / transmission method for the inquiry. Next, a method for improving FAQ by adding and updating Q & A will be described.

  FIG. 10 is a flowchart for explaining a flow for deriving points to be improved preferentially in the classification and Q & A data based on the inquiry contents and the action history up to the inquiry. First, the history (total history) until the inquiry content stored in the inquiry content storage unit 21d is counted is counted from the action history storage unit 21c (step S30). Next, it is checked whether the total number of histories is equal to or greater than the specified value A (step S31).

  Here, the reason for performing the check is to identify two patterns of users who transmit the inquiry, and to identify which pattern the inquiry is transmitted from. The first pattern refers to multiple classifications and Q & As in order to find a Q & A that can solve your question from among the publicly available FAQs. As a result, the Q & A that leads to solving the question in the FAQ Is the user who sent the query because it did not exist or could not be found. The second pattern is a user who wants to solve a question but gives up performing an operation for searching for a corresponding Q & A from among FAQs and immediately sends an inquiry. When the users of the first pattern and the second pattern are compared, since the user of the second pattern does not sufficiently refer to the contents of the FAQ, the probability of actually inquiring about the contents existing in the FAQ is first. It can be considered that it is much higher than one pattern of users. Therefore, even if a new Q & A is added based on the content of the user's inquiry in the second pattern, the result is that there is already a Q & A with the same content, and there is work to eliminate duplication. You can imagine that the labor required for Q & A management will increase. In order to improve the quality FAQ based on the inquiry content, it is important to refer to the inquiry content of the user of the first pattern as compared to the user of the second pattern.

  Therefore, the total number of histories and the specified value A are compared to identify the users of the first pattern and the second pattern. The specified value A needs to be flexibly changed according to the total number of data stored in the classification storage unit 21A and the Q & A storage unit 21b. For example, if there are 10 classifications, 60 Q & A, and a total of 70 data, as a guideline, the total history number “7”, which is 10%, may be set as the specified value A. It can be set as appropriate according to the operation policy / classification of the FAQ presentation / improvement system of the present invention, the ratio of the Q & A and the number of action histories, and the like. Note that it is desirable that the administrator can change the setting from the respondent terminal 30 for the specified value A.

  Here, an inquiry that is not equal to or greater than the specified value A is excluded from the improvement inspection target (step S32). The inquiry exceeding the specified value A is set as an improvement inspection target (step S35). If there is an inquiry having similar inquiry contents in the improvement inspection object before that, the similarity number B Are counted (step S34) and excluded from the improvement inspection targets (step S32). Here, as a means for searching for a query having similar query contents, the N-grAm index method or morphological analysis described in Patent Document 3 can be used, but other similar natural sentences can be searched. It is also possible to use a method. (Hereinafter, this is proved as a similarity determination method.) Whether or not they are similar may be determined only from the contents of the inquiry, but may be determined from the contents of the inquiry and an answer thereto. If there is an inquiry that has not been checked in steps S30 to 32 or 35, the next inquiry is acquired from the inquiry content storage unit 21d, and step S30 is executed.

  The flow from the start to this point will be specifically described with reference to FIGS. In this case, the description will be made assuming that the specified value A is set to “7”.

  FIG. 11 shows the contents of the inquiry content storage unit 21d and shows that there are four inquiries 1101, 1102, 1103, and 1104. After acquiring these inquiries from the inquiry content storage unit 21d, first, the number of records matching the session ID “871dc746fb” of 1101 is counted from the action history storage unit 21c shown in FIG. 12 (step S30).

  As a result, the total number of histories is two. Here, when the total number of histories is compared with the specified value A (step S31), the specified value A is larger and thus excluded from the improvement inspection target (step S32). Since further inquiries remain, the process proceeds to 1102 (FIG. 11).

  This time, the number of records that match the session ID “6c03b1e4” of 1102 is counted from the action history storage unit 21c shown in FIG. 12 (step S30). As a result, the total number of histories is 8, and the total number of histories is compared with the specified value A (step S31). Since the total number of histories is larger, it is checked whether there are similar inquiries in the improvement inspection target. Is performed (step S33). In this case, since there is no improvement inspection object data, it is considered that there is no similar inquiry and is registered as an improvement inspection object (step S35).

  Next, the flow proceeds to 1103 (FIG. 11). Here, in FIG. 12, there is no record that matches “pio87909” which is the session ID of 1103, but this is a description that has been omitted in consideration of the visibility of the figure. It is assumed that there are 7 or more total histories (step S31). Hereinafter, it is assumed that the total number of histories of 1104 (FIG. 11) is 7 or more. Returning to the flow of 1103, it is next checked whether there is an inquiry similar to the improvement inspection target in step S33. Currently, 1102 "How is the interest rate of the deposit deposit set?" Is registered as an improvement inspection target. As a result of similar comparison of “Please tell me about the interest rate of the accumulated deposit” in 1103, if it is determined that the similarity determination method is “similar”, it is registered in the improvement inspection target The number of similarities 1102 is counted as “2” (step S34), and 1103 is excluded from the improvement inspection targets (step S32).

  Next, the flow proceeds to 1104. Since the total number of histories exceeds seven as described above, the process proceeds to step S33. Here, similar comparison is made between “How is the interest rate of the deposit deposit set” 1102 registered in the improvement inspection target and “Is there a limit on the accumulation period?” 1104. As a result, if it is determined that the similarity determination method is “not similar”, 1104 is registered in the improvement inspection target.

  Returning to the description of the flowchart of FIG. After checking from step S30 to step S36 for all the inquiries, it is checked for each case whether or not the Q & A similar to the inquiry to be improved is present in the Q & A storage unit 21b. (Step S37).

  As a means for searching for similar Q & A, the same means as the similarity determination method described above can be used. Whether or not they are similar may be determined only from the contents of the inquiry, but may also be determined from the contents of the inquiry and a response to the inquiry. Here, if there is a similar Q & A, it is not necessary to add a new Q & A based on the inquiry, but it will be a material for correcting the details such as the wording of the current Q & A content, so the Q & A content update presentation Is performed (step S38). Conversely, if there is no similar Q & A, it is necessary to add a new one.

  At this time, for example, when a similar inquiry is transmitted from five users and a similar inquiry is transmitted from only one user, that is, when there is no other similar, more Queries sent from a large number of users are more useful information for many users, so it is necessary to extract queries that match this pattern. The number of similar inquiries is counted by the number of similarities B in step S35, and this is used to compare with the specified value C. Here, the prescribed value C has nothing to do with the prescribed value A, and can be arbitrarily set to “3”, for example, and is included in the operation policy of the FAQ presentation / improvement system of the present invention. Accordingly, the setting can be changed as appropriate. It should be noted that it is desirable that the administrator can change the setting from the respondent terminal 30 for the specified value C.

  The similarity number B and the specified value C are compared (step S39), and if the similarity number B is equal to or greater than the specified value C, it is regarded as an inquiry that needs to be preferentially registered as a Q & A, and is referred to before the inquiry is transmitted. It is presented that it should be added to the classification below (step S40). When there is an inquiry that has not been checked in steps S37 to S40, the next inquiry is acquired from the improvement inspection target, and step S37 is executed. When the checks for all the improvement inspection targets are completed, the inquiry extraction flow to be preferentially improved ends.

  The flow from step S37 to Q & A addition / update presentation will be specifically described with reference to FIG. 2, FIG. 3, FIG. 11, and FIG. In this case, the description will be made assuming that the specified value C is set to “2”.

  According to the specific example before step S37, before the start of step S37, 1102 and 1104 are registered as improvement inspection targets, the similarity number B of 1102 is “2”, and the similarity number B of 1104 is “ 1 ”. Next, the processing flow for 1102 is performed. First, a search is performed as to whether a Q & A similar to 1102 exists (step S37). 1102 “If the interest rate of the deposit deposit is set” and the similarity determination with the Q & A storage unit 21b shown in FIG. The similarity number B is compared with the specified value C (step S39).

  Since the similarity number B is equal to or greater than the specified value C, the Q & A having the classification ID “1” or “6” (201, 202 in FIG. 2) referred to until the inquiry is transmitted as the parent classification ID. Although the classification ID “6” belongs to “1”, the classification ID “6” is presented as a parent classification candidate for subdividing the FAQ structure, and the inquiry content storage unit should be added. “Addition” is recorded in the improvement method 1102 of 21d, and “6” is recorded as the improvement destination ID. (Step S40). After that, it is further inspected whether or not the inquiry is registered in the improvement inspection target (step S41). Since there is 1104, there is a similar Q & A for 1104 "Is there a limit on the accumulation period?" Is searched (step S37). As a result of the similarity determination with the Q & A storage unit 21b, if it is determined that the Q & A ID “5” (301 in FIG. 3) is “similar”, an update is presented to the 301 and the inquiry content storage unit 21d. “Update” is recorded in the improvement method 1104, and “5” is recorded as the improvement destination ID. (Step S38). Thereafter, when step S41 is performed, since the check for all inquiries registered in the improvement inspection target has been completed, the screen moves to the Q & A addition / update presentation screen.

  A screen 1301 in FIG. 13 is an example of a Q & A addition / update presentation screen based on the result of the above flow. In response to a request from the administrator terminal 30, the FAQ information updating unit 22e transmits the Q & A addition / update presentation screen to be edited preferentially to the administrator terminal 30, and the administrator browses this. Is possible. And the administrator can grasp | ascertain easily the Q & A which should be added / updated preferentially on a screen.

  When the “edit” button of the Q & A priority edit candidate whose improvement method is “add” on the screen 1301 is clicked, a Q & A addition screen as shown in a screen 1302 is displayed. In this screen, the “accumulated deposit” with the classification ID “6” is set as the parent classification, and the inquiry content and inquiry answer 1102 in FIG. 11 are set in the question sentence (Q) and the answer sentence (A). However, it is possible to add a new Q & A to the Q & A storage unit 21b by appropriately correcting the wording and clicking the add button.

  On the other hand, when the “edit” button of the Q & A priority edit candidate whose improvement method is “update” on the screen 1301 is clicked, a Q & A update screen as shown in a screen 1303 is displayed. In this screen, the Q & A information of 301 in FIG. 3 is displayed as the parent classification, the question sentence (Q) original sentence, and the answer sentence (A) original sentence, and the question sentence (Q) update candidate and the answer sentence (A) update candidate are illustrated in FIG. 11 of the inquiry 1104 and the inquiry answer are set. For this reason, it is possible to appropriately correct the wording set as the update candidate by copying it to the original text, and update the Q & A storage unit 21b as a Q & A by clicking the update button.

  As described above, according to the FAQ presentation / improvement system of the first embodiment of the present invention, patterns are divided according to the action history of the user who sent the inquiry, and the Q & A with the highest number of similar inquiries is prioritized. FAQs can be improved efficiently by adding and updating candidates, and effective FAQs can be presented.

  Next, the best mode for carrying out the second invention of the present invention will be described in detail with reference to the drawings. FIG. 14 is a flowchart for explaining a flow for deriving points to be improved preferentially in the classification and Q & A data based on the inquiry content and the action history up to the inquiry in the second embodiment. In the first embodiment, in step S31, it is determined whether or not to be an improvement inspection target by comparing the total number of histories with the specified value A. In the second embodiment, in addition to that, the user presents a FAQ. A condition for comparing the time elapsed from the start of reference in the improvement system to the transmission of the inquiry with the specified value A ′ is added (step S31B). If the total history number is greater than or equal to the specified value A, if the stay time is greater than or equal to the specified value A ′, or if the total history number is greater than or equal to the specified value A and the stay time is greater than or equal to the defined value A ′, The result is “exceeded”. The specified value A ′ can be set as appropriate according to the operation policy and action history time of the FAQ presenting / improving system of the present invention, similarly to the specified value A. Note that it is desirable that the administrator can change the setting from the respondent terminal 30 for the specified value A ′. By using the reference time as a comparison condition, it is possible to extract inquiry information from a user who referred to the FAQ more eagerly.

  As described above, according to the FAQ presentation / improvement system of the second embodiment of the present invention, by using the reference time until the inquiry is used as the element of pattern division performed according to the action history of the user who transmitted the inquiry, It is possible to narrow down Q & A candidates to be edited.

  According to the above embodiment, since an inquiry to be added / updated to the FAQ can be preferentially presented to the administrator, the Q & A necessary for improving the FAQ can be added / updated, resulting in higher quality. FAQ can be published. Therefore, it can be expected that the user can solve the problem only by referring to the FAQ without transmitting an inquiry.

It is a block diagram which shows the structure of the FAQ presentation and improvement system of 1st embodiment of this invention. It is a figure which shows the data structure of the classification information in the FAQ presentation and improvement system of 1st embodiment of this invention. It is a figure which shows the data structure of the Q & A information in the FAQ presentation and improvement system of 1st embodiment of this invention. It is a figure which shows the data structure of the action history information in the FAQ presentation and improvement system of 1st embodiment of this invention. It is a figure which shows the data structure of the inquiry information in the FAQ presentation and improvement system of 1st embodiment of this invention. It is a figure which shows the flow of the operation | movement which presents FAQ to the user in the FAQ presentation and improvement system of 1st embodiment of this invention, and prompts a query input. It is a figure which shows the example of a screen transition of the operation | movement which presents FAQ to the user in the FAQ presentation and improvement system of 1st embodiment of this invention, and prompts a query input. It is a figure which shows the flow of the operation | movement which performs the inquiry transmission by the user in the FAQ presentation and improvement system of 1st embodiment of this invention, and the reply of the reply by an administrator. It is a figure which shows the example of the screen which performs the reply preparation to the inquiry in the FAQ presentation and improvement system of 1st embodiment of this invention. It is a figure which shows the flow of the operation | movement which extracts the inquiry which should be added / updated as Q & A based on the action history until it reaches the inquiry in the FAQ presentation and improvement system of 1st embodiment of this invention. It is a figure which shows the data structure of the concrete inquiry content in the FAQ presentation and improvement system of 1st embodiment of this invention. It is a figure which shows the data structure of the concrete content of a user's action history in the FAQ presentation and improvement system of 1st embodiment of this invention. It is a figure which shows the example of the screen which edits the inquiry in the FAQ presentation and improvement system of 1st embodiment of this invention as Q & A. It is a figure which shows the flow of the operation | movement which extracts the inquiry which should be added / updated as Q & A based on the action history and reference time until it reaches the inquiry in the FAQ presentation and improvement system of 2nd embodiment of this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 User terminal 10A Information input / output means 20 FAQ presentation / improvement device 21 Storage section 21A Classification storage section 21b Q & A storage section 21c Action history storage section 21d Inquiry content storage section 22 Processing section 22A FAQ display section 22b Action history acquisition section 22c Inquiry reception Means 22d Inquiry / reply creation means 22e FAQ information update means 30 Respondent terminal 30A Information input / output means 40 Communication line

Claims (17)

  An FAQ presentation / improvement method characterized by displaying an improved version FAQ based on an action history up to each inquiry and a similarity between each inquiry and an existing FAQ. The FAQ presentation / improvement method according to claim 1,
For each inquiry, a total history number determination step for determining whether or not the total history number calculated from the action history up to the inquiry is a predetermined value or more;
A similar FAQ existing determination step for determining whether there is a FAQ similar to the query for the query for which the total history count is determined to be equal to or greater than the predetermined value in the total history count determination step;
An improved version FAQ display step for displaying an inquiry determined that a similar FAQ exists in the similar FAQ existing determination step and an answer thereto as an improved version of the similar FAQ;
A FAQ presentation / improvement method comprising: The FAQ presentation / improvement method according to claim 1,
For each inquiry, a total history number determination step for determining whether or not the total history number calculated from the action history up to the inquiry is greater than or equal to a first predetermined value;
For each inquiry, a stay time determination step for determining whether or not the stay time calculated from the action history up to the inquiry is a second predetermined value or more;
An inquiry in which the total history number is determined to be greater than or equal to the first predetermined value in the total history number determination step, or a determination that the stay time is greater than or equal to the second predetermined value in the stay time determination step. A similar FAQ existing judgment step for judging whether or not there is a FAQ similar to the query,
An improved version FAQ display step for displaying an inquiry determined that a similar FAQ exists in the similar FAQ existing determination step and an answer thereto as an improved version of the similar FAQ;
A FAQ presentation / improvement method comprising: In the FAQ presentation / improvement method according to claim 2 or 3,
In the improved version FAQ display step, the improved version FAQ and the original FAQ are displayed together.   A FAQ presentation / improvement method characterized by displaying an improved version FAQ based on an action history up to each inquiry, a similarity between queries, and a similarity between each query and an existing FAQ. In the FAQ presentation / improvement method according to claim 5,
For each inquiry, a total history number determination step for determining whether or not the total history number calculated from the action history up to the inquiry is greater than or equal to a first predetermined value;
A similar FAQ existing determination step for determining whether there is a FAQ similar to the query for the query for which the total history count is determined to be equal to or greater than the first predetermined value in the total history count determination step;
A similar query existing determination step of determining whether or not the number of queries similar to the query is equal to or greater than a second predetermined value for the query determined to have no similar FAQ in the similar FAQ existing determination step;
A new FAQ display step for displaying, as a new FAQ, a query for which the number of similar queries is determined to be equal to or greater than the second predetermined value in the similar query existing determination step;
A FAQ presentation / improvement method comprising: In the FAQ presentation / improvement method according to claim 5,
For each inquiry, a total history number determination step for determining whether or not the total history number calculated from the action history up to the inquiry is greater than or equal to a first predetermined value;
For each inquiry, a stay time determination step for determining whether or not the stay time calculated from the action history up to the inquiry is a second predetermined value or more;
An inquiry in which the total history number is determined to be greater than or equal to the first predetermined value in the total history number determination step, or a determination that the stay time is greater than or equal to the second predetermined value in the stay time determination step. A similar FAQ existing judgment step for judging whether or not there is a FAQ similar to the query,
A similar query existing determination step of determining whether or not the number of queries similar to the query is equal to or greater than a third predetermined value for the query determined to have no similar FAQ in the similar FAQ existing determination step;
A new FAQ display step for displaying, as a new FAQ, a query in which the number of similar queries is determined to be greater than or equal to the third predetermined value in the similar query existing determination step;
A FAQ presentation / improvement method comprising: In the FAQ presentation / improvement method according to claim 6 or 7,
A FAQ presenting / improving method characterized by designating a page of the finest classification among classifications traced up to the inquiry as an addition destination of an inquiry displayed as a new FAQ and a corresponding answer.   An FAQ presentation / improvement device that displays an improved FAQ based on an action history up to each inquiry and a similarity between each inquiry and an existing FAQ. The FAQ presenting / improving device according to claim 9,
For each inquiry, total history number judgment means for judging whether or not the total history number calculated from the action history up to the inquiry is a predetermined value or more,
In the total history number determination means, a similar FAQ existing determination means for determining whether or not there is a FAQ similar to the query for the inquiry for which the total history number is determined to be equal to or greater than the predetermined value;
In the similar FAQ existing determination means, an improved FAQ display means for displaying a query determined to have a similar FAQ and an answer thereto as an improved version of the similar FAQ;
FAQ presenting / improving device characterized by comprising: The FAQ presenting / improving device according to claim 9,
For each inquiry, total history number judgment means for judging whether or not the total history number calculated from the action history up to the inquiry is equal to or greater than a first predetermined value;
For each inquiry, a stay time judging means for judging whether or not the stay time calculated from the action history up to the inquiry is a second predetermined value or more;
The total history number determination means determines that the total history number is greater than or equal to the first predetermined value, or the stay time determination means determines that the stay time is greater than or equal to the second predetermined value. A similar FAQ existing judging means for judging whether or not there is a FAQ similar to the query,
In the similar FAQ existing determination means, an improved FAQ display means for displaying a query determined to have a similar FAQ and an answer thereto as an improved version of the similar FAQ;
FAQ presenting / improving device characterized by comprising: In the FAQ presentation / improvement device according to claim 10 or 11,
The improved version FAQ display means displays both the improved version FAQ and the original FAQ.   An FAQ presentation / improvement device that displays an improved version FAQ based on an action history up to each inquiry, a similarity between queries, and a similarity between each inquiry and an existing FAQ. The FAQ presentation / improvement device according to claim 13,
For each inquiry, total history number judgment means for judging whether or not the total history number calculated from the action history up to the inquiry is equal to or greater than a first predetermined value;
A similar FAQ existing determination unit for determining whether or not there is a FAQ similar to the query for the query for which the total history number is determined to be equal to or greater than the first predetermined value in the total history number determination unit;
Similar query existing judgment means for judging whether or not the number of queries similar to the query is equal to or greater than a second predetermined value for the query for which the similar FAQ existing judgment means determines that there is no similar FAQ;
A new FAQ display means for displaying, as a new FAQ, a query in which the number of similar queries is determined to be greater than or equal to the second predetermined value in the similar query existing judgment means;
FAQ presenting / improving device characterized by comprising: The FAQ presentation / improvement device according to claim 13,
For each inquiry, total history number judgment means for judging whether or not the total history number calculated from the action history up to the inquiry is equal to or greater than a first predetermined value;
For each inquiry, a stay time judging means for judging whether or not the stay time calculated from the action history up to the inquiry is a second predetermined value or more;
The total history number determination means determines that the total history number is greater than or equal to the first predetermined value, or the stay time determination means determines that the stay time is greater than or equal to the second predetermined value. A similar FAQ existing judging means for judging whether or not there is a FAQ similar to the query,
Similar query existing judgment means for judging whether or not the number of queries similar to the query is equal to or greater than a third predetermined value for the query for which the similar FAQ existing judgment means determines that there is no similar FAQ;
A new FAQ display means for displaying, as a new FAQ, a query for which the number of similar queries is determined to be equal to or greater than the third predetermined value in the similar query existing judgment means;
FAQ presenting / improving device characterized by comprising: In the FAQ presentation / improvement device according to claim 14 or 15,
A FAQ presentation / improvement apparatus characterized by designating a page of the finest classification among classifications traced up to the inquiry as an addition destination of an inquiry to be displayed as a new FAQ and a corresponding answer.   The program for making a computer perform the FAQ presentation and improvement method of any one of Claims 1 thru | or 8.

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