JP2008046852A - Helpdesk system and analysis server - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a helpdesk system capable of providing FAQs corresponding to a user attribute. <P>SOLUTION: The helpdesk system is provided with a user terminal 100, a FAQ server 200 and an analysis server 300. The FAQ server 200 is provided with a user attribute storage part 250 for storing user attribute information, a user attribute information acquisition part for acquiring the user attribute information, and a user attribute information transmission part for transmitting the user attribute information to the analysis server 300. The analysis server 300 is provided with a user trend storage part 350 for storing the reference frequency information of FAQs in relation with classification categories in each user, a FAQ classification storage part 360 for storing a plurality of FAQ classification information obtained by classifying the FAQs on the basis of the user attribute information in each classification category, classification category acquisition part 320 for acquiring a classification category, and a FAQ classification information selection part 325 for selecting the FAQ classification information to be provided to the user terminal 100 from the FAQ classification storage part 360. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to a help desk system, and more particularly, to a help desk system having a FAQ (Frequently Asked Question) notification function.

  The help desk system is a system for performing a question and answer between a user terminal and a respondent terminal using a computer network or the like. In such a help desk system, when the management server receives a question from the user terminal, a response creation request is transmitted from the management server to the respondent terminal. The respondent answers the user's question using the respondent terminal.

  In such a help desk system, an answerer directly answers a user's question. On the other hand, frequently asked questions are collected as FAQs in which questions and answers are paired. The user can obtain an answer without asking a question by referring to the FAQ as necessary, and can use the contents of the FAQ to solve the problem. The user usually obtains a reference FAQ by using the FAQ search function. However, as the number of FAQs registered in the help desk system increases, it becomes difficult to find a desired FAQ.

  In response to such a problem, for example, in the help desk system disclosed in Patent Document 1, when a user refers to a FAQ, other users who have referred to this FAQ as related information of the referenced FAQ. A function of notifying the user of the FAQs referred to in the past by rearranging the display order according to the reference frequency of the FAQs is provided. Such a help desk system can automatically provide a FAQ which is useful for the user.

JP 2002-157445 A

  However, in a help desk that deals with technical contents, the job type, technical level, and classification category (for example, classification by product) of the user are different, so that the FAQ to be referred to is different for each user. However, in the help desk system of the above-mentioned patent document 1, since the related FAQ is notified based on the reference frequency of all past users using this help desk system, the related information of the FAQ notified to the user is used. It was the same regardless of the person, and it was not possible to provide useful information tailored to individual users.

  The present invention has been made in view of the above problems, and an object of the present invention is to provide a new and improved help desk system capable of providing FAQs according to user attributes. Is to provide.

  In order to solve the above-described problems, according to an aspect of the present invention, a user terminal that refers to a FAQ, a FAQ server that notifies the user terminal of the FAQ, and a reference tendency of the FAQ that the user refers to are analyzed. A help desk system including an analysis server is provided. The user terminal of such a help desk system includes an identification information transmission unit that transmits identification information for identifying the user to the FAQ server. The FAQ server also stores a user attribute storage unit that stores user attribute information representing a user attribute in association with identification information, and a user attribute storage unit based on the identification information received from the user terminal. A user attribute information acquisition unit that acquires attribute information; and a user attribute information transmission unit that transmits user attribute information acquired from the user attribute storage unit to the analysis server. The analysis server associates and stores reference frequency information indicating the reference frequency of the FAQ to the classification category in which the FAQ is classified for each user, and the user attribute information for each classification category. A classification for acquiring a classification category of FAQ to be provided to the user terminal from the user tendency storage unit based on the user attribute information received from the FAQ server, and a FAQ classification storage unit for storing a plurality of FAQ classification information for classifying the FAQ FAQ classification information for selecting FAQ classification information to be provided to the user terminal from the FAQ classification storage section based on the category acquisition section, the classification category acquired by the classification category acquisition section, and the user attribute information received from the FAQ server And a selection unit.

  According to the present invention, the FAQ to be provided to the user can be selected according to the attribute of the user who uses the help desk system. The help desk system according to the present invention includes a user attribute storage unit that stores user attributes such as the job type and technical level of the user, for example, and the user transmitted when the user accesses the FAQ server. Get user attributes from the identification information. The help desk system also includes a user tendency storage unit that stores reference frequency information indicating the reference frequency of the user's past FAQ. From this user tendency storage unit, it is possible to acquire a FAQ classification category that is frequently referred to by the user. Furthermore, the help desk system includes a FAQ classification storage unit that stores FAQ classification information obtained by classifying FAQs according to classification categories and user attributes. The FAQ classification information is information for determining the FAQ to be provided to the user depending on the level of the technical level of the user, the type of job, and the classification category with which the user frequently inquires. The help desk system of the present invention selects FAQ classification information that determines the FAQ to be provided to the user based on the attribute of the user and the classification category of the FAQ that is frequently referred to by the user. Thereby, FAQ can be customized and provided for every user.

  Here, the analysis server may include a FAQ classification information transmission unit that transmits the FAQ classification information selected by the FAQ classification information selection unit to the FAQ server. At this time, the FAQ server recommends that the FAQ classification information receiving unit that receives the FAQ classification information from the analysis server and the recommendation information provided to the user terminal based on the FAQ classification information received by the FAQ classification information receiving unit. An information creation unit and a recommendation information transmission unit that transmits recommendation information to the user terminal are provided, and the user terminal is configured to include a recommendation information output unit that outputs the recommendation information received from the FAQ server. Thereby, based on the FAQ classification information selected by the analysis server, the FAQ server creates recommendation information to be provided to the user and transmits it to the user terminal. The user terminal receives the recommendation information received from the FAQ server. Can be presented to the user via the recommended information output unit.

  The help desk system may further include an answerer terminal for registering the FAQ. The respondent terminal includes a registration information transmission unit that transmits registration information including the FAQ to the FAQ server. At this time, the FAQ server includes an FAQ storage unit that stores the registration information transmitted from the respondent terminal, and an update information transmission unit that transmits the registration information stored in the FAQ storage unit to the analysis server at a predetermined timing. The analysis server updates the FAQ classification information in the FAQ classification storage unit based on the FAQ user attribute information, the classification category, and the importance of the FAQ included in the registration information transmitted from the FAQ server. It can comprise so that an update part may be provided.

  As a result, the FAQ server can register the FAQ to the FAQ server, and the analysis server receives the registration information of the FAQ storage unit from the FAQ server, and adds the FAQ user attribute information, the classification category, and the importance of the FAQ. Based on this, the FAQ classification information in the FAQ classification storage unit can be updated. In this way, by updating the FAQ classification information at a predetermined timing, it is possible to always provide recommendation information in accordance with the user's FAQ reference tendency.

  In order to solve the above-mentioned problem, according to another aspect of the present invention, an analysis server for analyzing a reference tendency of a FAQ referred to by a user is provided. Such an analysis server is based on a user tendency storage unit that stores reference frequency information indicating the reference frequency of FAQs in association with a classification category in which the FAQ is classified for each user, and user attribute information that represents user attributes. A FAQ classification storage unit that stores a plurality of FAQ classification information classified by FAQ, and a classification category acquisition unit that acquires a classification category of the FAQ provided to the user terminal from the user tendency storage unit based on the user attribute information A FAQ classification information selection unit that selects, from the FAQ classification storage unit, FAQ classification information to be provided to the user terminal based on the classification category and user attribute information acquired by the classification category acquisition unit. To do.

  According to the present invention, the FAQ to be provided to the user can be selected according to the attribute of the user who uses the help desk system. Such an analysis server includes a user tendency storage unit that stores reference frequency information indicating a reference frequency of a user's past FAQ. From this user tendency storage unit, it is possible to acquire a FAQ classification category that is frequently referred to by the user. The analysis server also includes a FAQ classification storage unit that stores FAQ classification information obtained by classifying FAQs according to classification categories and user attributes. The FAQ classification information is information for determining the FAQ to be provided to the user depending on the level of the technical level of the user, the type of job, and the classification category with which the user frequently inquires. The analysis server of the present invention selects, for each user, the FAQ classification information that determines the FAQ to be provided to the user based on the attribute of the user and the classification category of the FAQ that is frequently referred to by the user. FAQ can be customized and provided.

  The analysis server of the present invention can also include a user tendency update processing unit that updates the user tendency storage unit. The user tendency update processing unit receives the latest access log of the user terminal, and updates the classification category and reference frequency information stored in the user tendency storage unit based on the access log.

  Here, the access log includes FAQ reference frequency information referred to by the user and user attribute information. At this time, the user tendency update processing unit accumulates the reference frequency information obtained from the analysis of the access log and the reference frequency information of the user tendency storage unit for each classification category, and based on the accumulated reference frequency information. One or two or more classification categories are stored in the user tendency storage unit in descending order of reference frequency of the classification categories. Thus, the classification category stored in the user tendency storage unit is determined in consideration of both the reference frequency information obtained by analyzing the access log and the reference frequency information stored in the user trend storage unit. To do. Thereby, the change of the classification category of FAQ which a user refers can be reflected in the classification category memorize | stored in a user tendency memory | storage part.

  Further, the user tendency update processing unit may store the reference frequency information obtained from the analysis of the access log in association with the classification category stored in the user tendency storage unit. Thereby, the reference frequency information of the classification category stored in the user tendency storage unit is set to the latest number of times referring to the FAQ of the classification category.

  In addition, the analysis server of the present invention may further include a FAQ classification information update unit that updates the FAQ classification information stored in the FAQ classification storage unit. The FAQ classification information update unit updates the FAQ classification information based on the user attribute information, the classification category, and the importance of the FAQ. Thereby, the FAQ classification information for determining the FAQ to be provided to the user can be updated according to the reference tendency of the user.

  As described above, according to the present invention, it is possible to provide a help desk system capable of providing FAQs according to user attributes.

  Exemplary embodiments of the present invention will be described below in detail with reference to the accompanying drawings. In addition, in this specification and drawing, about the component which has the substantially same function structure, duplication description is abbreviate | omitted by attaching | subjecting the same code | symbol.

  First, based on FIG. 1, the outline of the help desk system concerning embodiment of this invention is demonstrated. FIG. 1 is an explanatory diagram showing a schematic configuration of the help desk system according to the present embodiment.

  As shown in FIG. 1, the help desk system according to the present embodiment includes a user terminal 100 for referring to a FAQ, a FAQ server 200 that notifies the user terminal 100 of a FAQ, an analysis server 300, and a question It consists of a respondent terminal 400 for registering answers and a communication network 500 such as the Internet network.

  The user terminal 100 is a terminal for a user to register a question, refer to an answer to a question, and refer to an FAQ, and can use a terminal (for example, a personal computer or a mobile phone) that can be browsed on the Internet. . The help desk system according to the present embodiment can include one or more user terminals 100.

  The FAQ server 200 is a server that manages FAQs. The FAQ server 200 is accessed for the user terminal 100 to refer to and search the FAQ, and the respondent terminal 400 is accessed for registering the FAQ. Further, the FAQ server 200 has, as functions for the user terminal 100, an authentication function, a question reception function, a question reply e-mail transmission function, a recommendation information provision function to the user, and the like. Further, the FAQ server 200 has, as functions for the respondent terminal 400, an answer creation request email transmission function for a question registered from the user terminal 100, an answer / FAQ creation function using the web, and the like.

  The analysis server 300 is a server that analyzes information required by the user from the user's FAQ reference status and registered questions. The analysis server 300 according to the present embodiment includes an access log from the FAQ server 200 to the FAQ server 200 of the user terminal 100, a question content registered from the user terminal 100, an FAQ registered from the respondent terminal 400, and the like. The system is characterized in that the question tendency for each user is analyzed, and FAQ classification information classified based on user attributes is created.

  The respondent terminal 400 is a terminal used by the respondent to answer questions from the user, and a terminal capable of browsing the Internet (for example, a personal computer or a mobile phone) can be used. The respondent terminal 400 is also used by respondents to register FAQs. The help desk system according to the present embodiment can include one or more respondent terminals 400.

  In the help desk system according to the present embodiment, the user of the help desk system solves the problem of the user by directly answering questions and answers to the respondent. On the other hand, for questions that are frequently asked, the question and the answer are displayed. It is summarized as a paired FAQ. The user can obtain information for reference by browsing the FAQ using the help desk system.

  Next, each device constituting the help desk system according to the present embodiment will be described with reference to FIG. FIG. 2 is a block diagram showing the configuration of the help desk system according to the present embodiment.

  As shown in FIG. 2, the user terminal 100 includes an information input unit 110, an information processing unit 120, a communication unit 130, and an information output unit 140. The information input unit 110 is provided for the user to input identification information for identifying the user, the contents of the question, information for searching the FAQ, and the like. For example, an input unit such as a keyboard or a mouse is used. Can do. The information processing unit 120 performs processing for creating data to be transmitted to the FAQ server 200 from input information input by the user using the information input unit 110. Further, processing for creating data to be output to the information output unit 140 from the information transmitted from the FAQ server 200 is performed.

  The communication unit 130 is a functional unit that transmits the data created by the information processing unit 120 and receives a FAQ transmitted from the FAQ server 200, an answer mail, or the like. Further, the communication unit 130 has an identifier information transmission function for transmitting the user identification information input from the information input unit 110 to the FAQ server 200. The information output unit 140 is a functional unit that outputs data acquired from the FAQ server 200, created by the information processing unit 120. For example, a display that displays information can be used.

  The FAQ server 200 includes a communication unit 210, a user authentication unit 220, an authentication information database 221, a recommendation information creation unit 225, a FAQ registration processing unit 230, an update information processing unit 235, a question processing unit 240, an access The log processing unit 245 includes a user attribute database 250, a FAQ database 260, a question database 270, and an access log database 280.

  The communication unit 210 is a functional unit that transmits and receives data to and from the user terminal 100, the analysis server 300, and the respondent terminal 400 via the communication network 500. For example, the communication unit 210 transmits a user attribute information transmission function for transmitting user attribute information stored in the user attribute database 250 to the analysis server 300, or information stored in the FAQ database 260 and the access log database 280. Update information transmission function, and FAQ classification information reception function for receiving FAQ classification information from the analysis server 300.

  The user authentication unit 220 is a functional unit that performs authentication processing of a user who has accessed the FAQ server 200 using the user terminal 100. The user authentication unit 220 determines whether or not the user identification information transmitted from the user terminal 100 matches the information stored in the authentication information database 221. The user authentication unit 220 also performs an authentication process for respondents who have accessed the FAQ server 200 using the respondent terminal 400. Note that the authentication information database 221 stores authentication information such as a user number and a password, for example.

  The recommendation information creation unit 225 is a functional unit that creates recommendation information provided to the user terminal 100 that has accessed the FAQ server 200. The recommended information creation unit 225 creates recommended information to be provided to the user in accordance with the user attributes such as the job type and technical level of the user. Here, the recommended information is information such as FAQ having high importance, which is provided in accordance with user attributes and classification categories with high user reference frequency.

  The recommended information creation unit 225 acquires user attribute information including information such as the job type and technical level of the user from a user attribute database 250 described later based on the identification information of the user, and analyzes it via the communication unit 210. Send to server 300. Also, the recommendation information creation unit 225 receives FAQ classification information for specifying a FAQ to be provided to the user as recommendation information from the analysis server 300 via the communication unit 210, acquires the FAQ from the FAQ database 260, and uses it. The recommended information provided to the user terminal 100 is created.

  The FAQ registration processing unit 230 is a functional unit that updates a FAQ database 260 described later. The FAQ registration processing unit 230 performs processing for adding the FAQ created by the respondent and registered from the respondent terminal 400 to the FAQ database 260. The FAQ registration processing unit 230 stores the FAQ, and also stores additional information such as the attribute of the user targeted for the FAQ and the importance of the FAQ.

  The update information processing unit 235 is a functional unit that acquires information of the questioner attribute database 250 and the FAQ database 260 at a predetermined timing and transmits the information to the communication unit 210 in order to update the FAQ classification database 360 of the analysis server 300. . In addition, the update information processing unit 235 has a function of acquiring information in the access log database 280 at a predetermined timing and transmitting the information to the communication unit 210 in order to update the reference log database 370 of the analysis server 300. These pieces of information transmitted from the update information processing unit 235 to the communication unit 210 are transmitted from the communication unit 210 to the analysis server 300.

  The question processing unit 240 is a functional unit that registers a question registered by the user using the user terminal 100 in the question database 270 and requests the respondent terminal 400 to create an answer. Further, a function for registering an answer to a question transmitted from the respondent terminal 400 to the FAQ server 200 in the question database 270 and transmitting the answer to the user terminal 100 is provided.

  The access log processing unit 245 is a functional unit that manages a log of a user who has accessed the FAQ server 200. The access log processing unit 245 stores, in the access log database 280, an access log such as a log of a user who has accessed the FAQ server 200 or a FAQ log referred to by the user.

  The user attribute database 250 is a storage unit that stores user attribute information representing user attributes, and includes a memory such as a RAM or a hard disk. FIG. 3 shows a specific example of the configuration of the user attribute database 250. As shown in FIG. 3, the user attribute database 250 stores, for example, user attribute information such as a user number 251, a user job type 252, and a technical level 253 that are uniquely assigned to each user.

  The FAQ database 260 is a storage unit that manages FAQs, and includes, for example, a memory such as a RAM or a hard disk. FIG. 4 shows a specific example of the configuration of the FAQ database 260. As shown in FIG. 4, the FAQ database 260 includes, for example, a FAQ No. 2601 uniquely assigned to each FAQ, a target user's job type 2602, a target technical level 2603, a classification category 2604 to which the FAQ belongs, and important FAQs. FAQ information such as degree 2605, title 2606, question content 2607, answer content 2608, respondent No. 2609, answer creation date 2610, and the like are stored.

  The question database 270 is a storage unit that stores question information regarding a question directly input from the user terminal 100, and includes a memory such as a RAM or a hard disk. FIG. 5 shows a specific example of the configuration of the question database 270. As shown in FIG. 5, the question database 270 includes, for example, a question No. 271 uniquely assigned to a user's question, a question content 272, an answer content 273, a target technical level 274, a user No. 275, an answerer. Question information such as No.276, answer creation date and time 277 is stored.

  The access log database 280 is a storage unit that stores an access log of the user terminal 100 to the FAQ server 200, and includes a memory such as a RAM or a hard disk. FIG. 6 shows a specific example of the configuration of the access log database 280. As shown in FIG. 6, the access log database 280 includes, for example, a user No. 281 of a user who has accessed the FAQ server 200, a classification category 282 to which a FAQ referred to by the user belongs, and a FAQ No. 283 of the FAQ referred to by the user. An access log such as date 284 is stored.

  Next, the analysis server 300 includes a communication unit 310, a classification category acquisition unit 320, an FAQ classification information selection unit 325, an FAQ classification information update processing unit 330, a reference log update processing unit 335, and a user tendency update process. 340, a user tendency database 350, a FAQ classification database 360, and a reference log database 370.

  The communication unit 310 is a functional unit that transmits and receives information to and from the FAQ server 200 via the communication network 500. For example, a reception function for receiving information of the user attribute database 250, the FAQ database 260, and the access log database 280 transmitted from the FAQ server 200 and a FAQ classification information transmission function for transmitting FAQ classification information to the FAQ server 200 are provided.

  The classification category acquisition unit 320 is a functional unit that acquires, from the user tendency database 350, the FAQ classification category that is most frequently inquired by the user in order to provide recommendation information according to the user. The classification category acquisition unit 320 transmits the acquired classification category to the FAQ classification information selection unit 325 described later.

  The FAQ classification information selection unit 325 is a functional unit that selects recommendation information to be provided to the user from the FAQ classification database 360. The FAQ classification information selection unit 325 selects, from the FAQ classification database 360, the FAQ classification information that determines the FAQ to be provided to the user based on the user attributes and the classification category acquired by the classification category acquisition unit 320. The FAQ classification information selected by the FAQ classification information selection unit 325 is transmitted to the FAQ server 200 via the communication unit 310.

  The reference log update processing unit 335 extracts information necessary for updating the user tendency database 350 from the access log received from the FAQ server 200, creates a reference log, and stores the extracted reference log in the reference log database 370. It is a functional part to do. The reference log is created by extracting the user No, the FAQ classification category referred to by the user, the FAQ No. referred to by the user, and the reference date and time from the information included in the access log.

  The user tendency update processing unit 340 is a functional unit that updates the user tendency database 350 based on the reference log stored in the reference log database 370. The user tendency update processing unit 340 creates reference count data including the FAQ classification category referred to by the user and reference frequency information (for example, FAQ reference count) indicating the reference frequency from the reference log. Then, the user trend update processing unit 340 creates new user trend data based on the user trend data and the reference count data stored in the user trend database 350, and stores the new user trend data in the user trend database 350. Remember.

  The user tendency database 350 is a storage unit that stores a FAQ reference tendency for each user, and includes a memory such as a RAM or a hard disk. FIG. 7 shows a specific example of the configuration of the user tendency database 350. As illustrated in FIG. 7, the user tendency database 350 stores, for example, user No. 351, reference frequency information 352 to 354 indicating the frequency with which the user refers to FAQ, and the like. The reference frequency information 352 to 354 includes, for example, FAQ classification categories 352a to 354a referred to by the user, reference times 352b to 354b referred to by the user, and the like. Moreover, although the three reference frequency information 352-354 is memorize | stored in the user tendency database 350 in this embodiment, you may memorize | store only about the reference category with the highest user's reference frequency, for example. The reference frequency information stored in the user tendency database 350 is preferably stored in order from the reference category having the highest reference frequency.

  The FAQ classification database 360 is a storage unit that classifies and stores FAQs, and includes a memory such as a RAM or a hard disk. The FAQ classification in the FAQ classification database 360 is performed based on, for example, the user attribute information and the FAQ classification category. Specific examples of the configuration of the FAQ classification database 360 are shown in FIGS. 8A and 8B. First, as shown in FIG. 8A, the FAQ classification database 360 classifies the FAQs based on, for example, user attribute information of job types 361 and technical levels 362. The job type 361 indicates the job type of the user, and can be set as, for example, a system engineer (job type 1), sales (job type 2), an electrician (job type 3), or the like. The technical level 362 indicates the technical level of the user. For example, the level 1, level 2, level 3,...

  From the classification according to the occupation 361 and the classification according to the technical level 362, the FAQ is classified so as to correspond to the cells of the matrix shown in FIG. 8A. That is, each cell stores FAQ classification information for specifying a FAQ to be provided to a user having the job type and technical level of the corresponding cell. As shown in FIG. 8A, the FAQ classification information stores a FAQ No. 364 that specifies a FAQ to be provided to the user, a FAQ importance level 363, and a FAQ creation date and time 365. The FAQ classification information stores a predetermined number of FAQ Nos in descending order of user reference frequency. By storing the FAQ No. in order of the importance of the FAQ, more important information can be provided to the user. Further, the number of FAQ Nos stored in each cell may be the same as the number of FAQs provided as recommended information to the user terminal 100, for example.

  As shown in FIG. 8B, the FAQ classification database 360 according to the present embodiment can also hold a plurality of matrices shown in FIG. 8A for each classification category 363. The classification category 363 can set, for example, a product, a type of a specific product, etc. For example, a printer (category 1), a digital camera (category 2), a scanner (category 3) Information that considers the technical level can be provided.

  In such an FAQ classification database 360, for example, when a user whose job type is job type 1 and who has the lowest technical level (here, level 1) inquires about the printer (category 1), the cell shown in FIG. The FAQ determined by the FAQ classification information stored in C011a is provided to the user.

  The reference log database 370 is a storage unit that stores a FAQ reference log extracted from the access log stored in the access log database 280 of the FAQ server 200, and is used for analyzing the reference frequency with which the user refers to the FAQ. It is done. The reference log database 370 includes a memory such as a RAM or a hard disk. FIG. 9 shows a specific example of the configuration of the reference log database 370. As illustrated in FIG. 9, the reference log database 370 includes, for example, a user number 371 of a user who refers to a FAQ, a classification category 372 of a FAQ referred to by the user, a FAQ No. 373 of a FAQ referred to by the user, and a FAQ reference date and time. 374 and the like are stored.

  The respondent terminal 400 has the same configuration as the user terminal 100, and includes an information input unit 410, an information processing unit 420, a communication unit 430, and an information output unit 440. The information input unit 410 is provided for an answerer to input an answer to a question and create / register a FAQ. For example, an input unit such as a keyboard or a mouse can be used. The information processing unit 420 performs processing for creating data to be transmitted to the FAQ server 200 from input information input by the respondent using the information input unit 410. In addition, processing for creating data to be output to the information output unit 440 from the information transmitted from the FAQ server 200 is performed. The communication unit 430 is a functional unit that transmits data such as answers and FAQs created by the information processing unit 420 and receives question answer requests, question mails, and the like transmitted from the FAQ server 200. The information output unit 440 is a functional unit that outputs data acquired from the FAQ server 200 created by the information processing unit 420. For example, a display or the like that displays information can be used.

  In the above, each apparatus which comprises the help desk system concerning this embodiment was demonstrated. Such a help desk system is characterized by actively providing information recommended to the user in accordance with the attribute of the user, for example, the job type and the technical level. Therefore, a process for providing recommended information to the user will be described with reference to FIG. FIG. 10 is a flowchart showing the recommendation information providing process.

<Recommended information provision processing>
In starting the recommendation information providing process according to the present embodiment, the help desk system first performs a user authentication process as shown in FIG. A user who uses the help desk system accesses the FAQ server 200 from the user terminal 100 and transmits login information (S101). The login information can be, for example, a user number and a password. The FAQ server 200 that has received the login information authenticates the user by the user authentication unit 220 (S103). The user authentication unit 220 collates the user login information with the user number and password stored in the authentication information database 221. As a result of the collation, when the login information matches the user number and password stored in the authentication information database 221, the process of creating recommendation information is started. (S105). The user terminal 100 checks whether there is a notification that the authentication has not been received from the FAQ server 200 (S107). If there is a notification, for example, the user terminal 100 again inputs login information and transmits it to the FAQ server 200.

  When the user is authenticated in step S105, the user authentication unit 220 of the FAQ server 200 transmits a recommendation information creation instruction to the recommendation information creation unit 225 (S109). At this time, the user authentication unit 220 transmits the user number to the recommendation information creation unit 225 together with the recommendation information creation instruction. Next, the recommended information creation unit 225 obtains user attribute information by querying the user attribute database 250 for the user No. In the present embodiment, for example, a user's job type, a technical level, and the like are set as user attribute information. The recommended information creation unit 225 transmits the acquired user attribute information to the analysis server 300 (S111).

  The classification category acquisition unit 320 of the analysis server 300 receives the user attribute information from the FAQ server 200 and acquires the classification category from the user tendency database 350 (S113). The user tendency database 350 has, for example, the configuration shown in FIG. 7 and stores the top three reference frequency information 352 to 354 having a high reference frequency in this embodiment. Here, it is assumed that the classification category having the highest reference frequency is stored in the classification category 1352a of the reference frequency information 352. For example, if the recommendation information is created based on the reference frequency information 352 having the highest reference frequency, the classification category acquisition unit 320 acquires information stored in the classification category 1 (352a) of the user tendency database 350. . Then, in order to acquire information to be output to the user terminal 100, the classification category acquisition unit 320 selects the classification category acquired from the user tendency database 350 and user attribute information (job type and technical level) as FAQ classification information. To the unit 325.

  Next, the FAQ classification information selection unit 325 acquires the FAQ classification information from the FAQ classification database 360 (S115). The FAQ classification information selection unit 325 can provide information according to the user by acquiring the FAQ classification information provided to the user terminal 100 based on the classification category and the user's attribute information. Then, the FAQ classification information selection unit 325 transmits the acquired FAQ classification information to the FAQ server 200.

  The recommendation information creation unit 225 of the FAQ server 200 that acquired the FAQ classification information from the analysis server 300 creates recommendation information to be provided to the user terminal 100 based on the FAQ classification information (S117). The recommended information creation unit 225 acquires FAQ information associated with the FAQ No. included in the FAQ classification information from the FAQ database 260. For example, in addition to the question content 2607 and the answer content 2608, the recommended information creation unit 225 obtains information displayed on the user terminal 100 (eg, title 2606, respondent No. 2609, answer creation date 2610, etc.). To do. The recommendation information creation unit 225 repeats the FAQ information acquisition process for the number of FAQs to be provided to the user terminal 100 to create recommendation information. The recommended information policy western part 225 transmits the prepared recommended information to the user terminal (S119).

  Thereafter, the user terminal 100 receives recommendation information from the FAQ server 200 (S121), and notifies the user of the recommendation information via the information output unit 140. The recommended information provision processing is performed in real time, and when the information output unit 140 is a display function unit such as a display, the recommended information is displayed on, for example, a popup or a top page screen after logging in to the FAQ server 200. As described above, the user of the help desk system according to the present embodiment can receive the FAQ according to his / her job type and technical level without inquiring himself / herself. Users can expect to improve their technical level in a short period of time by referring to such recommended information.

  The recommended information provision process has been described above. Here, as described above, the help desk system according to the present embodiment is characterized in that it provides information according to user attributes. Therefore, the help desk system according to the present embodiment updates the recommended information provided to the user and the FAQ tendency referred to by the user at a predetermined timing in order to always provide the optimum information for the user. To do. Therefore, an update process of the FAQ classification database 360 that classifies and stores recommended information and an update process of the user tendency database 350 will be described below.

<FAQ classification database update processing>
First, update processing of the FAQ classification database 360 will be described with reference to FIGS. 11 and 12. FIG. 11 is a flowchart showing the FAQ creation process. FIG. 12 is a flowchart showing the update process of the FAQ classification database 360.

  In describing the update process of the FAQ classification database 360, first, the FAQ creation and the FAQ registration process to the FAQ database 260 will be described. The FAQ is a sentence in which questions and answers are grouped together about the contents of frequently asked questions among questions registered by the user. When a user of a help desk system registers a question to an answerer in the FAQ server 200, the user first accesses the FAQ server 200 using the user terminal 100. At this time, the FAQ server 200 performs user authentication processing.

  The user authentication process is almost the same as the process in steps S101 to S107 described above. First, the user terminal 100 accesses the FAQ server 200, and transmits, for example, login information including a user number and a password (S201). The FAQ server 200 that has received the login information authenticates the user by the user authentication unit 220 (S203). The user authentication unit 220 collates the user login information with the user number and password stored in the authentication information database 221 and transmits the collation result to the user terminal 100 (S205). The user terminal 100 confirms the collation result (S207). If the user terminal 100 is authenticated, the user terminal 100 performs subsequent processing. If the user terminal 100 is not authenticated, for example, the user inputs the login information again and transmits it to the FAQ server 200. To do.

  When the user is authenticated, the user inputs the question content using the user terminal 100 and transmits it to the FAQ server 200 (S209). At this time, information such as the questioner number, question classification category and job type is transmitted from the user terminal 100 to the FAQ server 200 together with the question content. Next, the question processing unit 240 of the FAQ server 200 registers information such as the question content received from the user terminal 100 in the question database 270 in association with the question No (S211). The question No. is automatically numbered by the question processing unit 240, for example. And the question process part 240 transmits the preparation request of the reply with respect to the registered question to the respondent terminal 400 (S213).

  The respondent terminal 400 receives an answer creation request from the FAQ server 200 and creates an answer to the user's question (S215). The respondent who created the answer sets the technical level of the user who is the subject of the question as additional information according to the question of the user (S217). The technical level to be set is determined from, for example, the level of the question content of the user. Then, the respondent terminal 400 transmits an answer to the user's question and additional information to the FAQ server 200 (S219).

  Next, the question processing unit 240 of the FAQ server 200 transmits the answer received from the respondent terminal 400 to the user terminal 100 (S221). Then, the user terminal 100 receives an answer to the question from the FAQ server 200 (S223). In this way, the user can obtain an answer to the question.

  When the FAQ server 200 receives the answer to the question and the additional information from the respondent terminal 400, the FAQ server 200 stores the answer to the question in the question database 270 and stores the engineer level included in the additional information in the user attribute database 250. (S225). Thereby, the engineer level memorize | stored in the user attribute database 250 can be made to correspond with the technical level of an actual user.

  On the other hand, the respondent creates a FAQ based on the question registered from the user terminal 100 (S227). As described above, the FAQ is a sentence in which frequently asked questions and their answers are paired among the questions registered by the user. The FAQ is created with reference to (S227). Also, the respondent sets the job type, technical level, and importance of the FAQ as the FAQ setting information as the FAQ setting information from the contents of the generated FAQ. Here, the importance of FAQ can be set in a plurality of stages (for example, three stages).

  Thereafter, the respondent transmits the created FAQ and the FAQ setting information set for the FAQ to the FAQ server 200 using the respondent terminal 400 (S231). Then, the FAQ registration processing unit 230 of the FAQ server 200 stores the FAQ and the FAQ setting information received from the respondent terminal 400 in the FAQ database 260.

  Next, update processing of the FAQ classification database 360 will be described. The update processing of the FAQ classification database 360 is performed by the FAQ classification information update processing unit 330 of the analysis server 300 at a predetermined timing (for example, once a week). First, as shown in FIG. 12, the FAQ classification information update processing unit 330 stores data stored in the user attribute database 250 and the FAQ database 260 from the FAQ server 200 at a predetermined timing (for example, once a week). Is received (S301).

  Next, the FAQ classification information update processing unit 330 searches the data in the FAQ database 260 received from the FAQ server 200 for the least important data and deletes the data (S303). This prevents data that is not important to the user from being provided as recommended information.

  Further, the FAQ classification information update processing unit 330 classifies the data in the FAQ database 260 remaining after the process of step S303 based on the user attribute information and the classification category (S305). That is, in step S305, the data received from the FAQ database 260 is rearranged into the same configuration as the FAQ classification database 360 as shown in FIG. 8A and FIG. 8B to be updated. As described above, in the present embodiment, the data is classified for the job type and the technical level of the user, which is the user attribute information, for each classification category.

  Next, each FAQ classification information in the FAQ classification database 360 is updated (S307). That is, the FAQ classification information is updated for each cell shown in FIG. 8B. The FAQ classification information update process (S309 to S319) will be described below.

  First, the data received from the FAQ database 260 and the data of the FAQ classification database 360 are merged with the importance of FAQ No and FAQ (S309). By the processing in step S305, the data received from the FAQ database 260 is rearranged so as to have the same configuration as the FAQ classification information as shown in FIG. In step S309, after the data received from the FAQ database 260 and the data of the FAQ classification database 360 are combined, these data are arranged in the order of the importance of the FAQ (or in ascending order), and the FAQ numbers are further arranged in ascending order (or descending order). ) To create a candidate list of FAQ classification information.

  Next, it is confirmed whether there is data having the same FAQ No. in the candidate list created in step S309 (S311). If the same FAQ No. data does not exist, the process of step S319 is performed without changing the candidate list. On the other hand, if there is data with the same FAQ No, it is checked in step S313 whether there is data with the same importance among the data with the same FAQ No (S313). If there is data with the same FAQNo. And FAQ importance, new data with the creation date is deleted from the candidate list (S315). On the other hand, if the FAQ numbers are the same, but the importance of the FAQs is different, the data with the oldest creation date is deleted from the candidate list (S317). In this way, the candidate list is organized.

  Thereafter, new FAQ classification information is created from the candidate list (S319). The new FAQ classification information is created by selecting a predetermined number (for example, 5) of data in the order of importance, for example, from the candidate list data created by the processes of steps S309 to S317. Then, by reflecting the new FAQ classification information in the FAQ classification database 360, the FAQ classification information in the FAQ classification database 360 is updated.

As described above, the processing of steps S309 to S319 is performed for all the FAQ classification information constituting the FAQ classification database 360 (S321). Thus, the FAQ classification database 360 can be updated. In this way, by updating the FAQ classification database at a predetermined timing, it is possible to provide new information to the user, and further, it is beneficial to the user at the time when the user uses the help desk system. It is possible to provide possible information.

<User trend database update processing>
Next, update processing of the user tendency database 350 will be described with reference to FIGS. FIG. 13 is a flowchart showing a process in which the analysis server 300 acquires an access log of the user's FAQ server 200. FIG. 14 is a flowchart showing an update process of the user tendency database 350. FIG. 15 is an explanatory diagram for explaining the update process of the user tendency database 350.

  In describing the updating process of the user tendency database 350, a process until the analysis server 300 acquires an access log used for the updating process of the user tendency database 350 will be described based on FIG. The access log of the user to the FAQ server 200 is a history regarding the use of the help desk system of the user who logs in and accesses the FAQ server 200. The access log includes, for example, information such as the user No, the FAQ classification category referred to by the user, the FAQ No, the login date and time, and the FAQ reference date and time.

  First, a user of the help desk system accesses the FAQ server 200 using the user terminal 100. At this time, the FAQ server 200 performs user authentication processing. Since steps S401 to S407, which are user authentication processes, are the same as steps S201 to S207 described above, description thereof is omitted here.

  Next, when the user is authenticated, the user can access the FAQ server 200 and refer to the FAQ (S409). When the user refers to the FAQ, the access log processing unit 245 of the FAQ server 200 stores the access log in the access log database 280 (S411). Thus, the FAQ reference history of the user is stored in the access log database 280 as needed.

  The access log stored in the access log database 280 is transmitted from the FAQ server 200 to the analysis server 300 at a predetermined timing (for example, once a day) (S413). Receiving the access log, the reference log update processing unit 335 of the analysis server 300 extracts a reference log related to the user's FAQ reference, which is information necessary for updating the user tendency database 350, from the access log (S415). . The reference log includes information on a user No, an FAQ classification category referred to by the user, an FAQ No, and a reference date. Then, the reference log database 370 is updated with the reference log extracted from the access log (S417).

  Next, update processing of the user tendency database 350 will be described with reference to FIG. The update process of the user tendency database 350 is performed for each user No. Therefore, the user tendency update processing unit 340 of the analysis server 300 first acquires the user number from the reference log stored in the reference log database 370 (S419).

  Next, for the acquired user No., the number of FAQ references for each user category is counted from the reference log (S421). By counting in step S421, the reference count data shown in FIG. 15A is created for each user No. The reference count data is reference frequency information including the FAQ category referenced by the user and the reference count referring to the FAQ of the category.

  On the other hand, the user trend update processing unit 340 acquires user trend data before update from the user trend database 350 for the user No acquired from the reference log (S423). The acquired user tendency data is, for example, data as shown in FIG.

  When the reference count data and the user trend data are acquired, the user trend update processing unit 340 adds the user trend data and the reference count data (S425). For example, for the classification category in both data, the reference count of both data is added together, and the classification category in only one data is left as it is, thereby creating the total data of the user tendency data and the reference count data To do.

  Furthermore, the classification categories of the combined data created in step S425 are rearranged in descending order of the number of references (S427). For example, in FIG. 15, the reference number data (a) and the user tendency data (b) are added together and rearranged in descending order of the reference number is data (c).

  Thereafter, based on the summed data, a new user trend data classification category is determined (S429). As the classification category of the new classification tendency data, for example, a classification category having a large number of references in the combined data can be set. For example, in FIG. 15, “F”, “A”, and “D” are set to the classification category of the new user tendency data (d) from the total data (c).

  Next, the reference count of the reference count data is set for each classification category of the new user tendency data (S431). In step S429, “F”, “A”, and “D” are set in the classification category of the new user tendency data (d) from the total data (c). At this time, in step S431, the reference count of the reference count data (a) is set to the reference count of each classification category of the new user tendency data (d). In this way, new user tendency data (d) is created. Then, the user tendency database 350 is updated with the determined new user tendency data (S433).

  The reason for updating the user tendency data by such processing is to appropriately reflect the FAQ reference tendency of the user. For example, in a help desk system that technically supports products, a classification category with a high reference frequency of a user is usually a classification category in which products for which the user is in charge are classified. Therefore, the classification category is determined in consideration of both the user trend data before update and the reference count data created from the reference log. On the other hand, when the product handled by the user changes, the classified category of the FAQ to be referred to also changes. In order to cope with this change, the reference count stored in the user tendency data is not added to the reference count before the update, but the latest reference count is stored.

  Thus, by updating the user tendency data for each user No, the user tendency database 350 can be updated (S435).

  The configuration of the help desk system according to the present embodiment has been described above. Such a help desk system can provide related FAQ as recommended information according to the attribute of the user of the help desk system. As a result, the user can obtain information suitable for himself / herself by referring to the recommended information, and the technical level can be expected to improve in a short period of time. In addition, since it is possible to reduce duplicate queries from a plurality of users, it is possible to reduce the man-hours required for respondents to answer.

  As mentioned above, although preferred embodiment of this invention was described referring an accompanying drawing, it cannot be overemphasized that this invention is not limited to the example which concerns. It will be apparent to those skilled in the art that various changes and modifications can be made within the scope of the claims, and these are naturally within the technical scope of the present invention. Understood.

  For example, although the help desk system of the above embodiment includes two servers, a FAQ server and an analysis server, the present invention is not limited to this example, and the FAQ server and the analysis server may be the same server. .

  In the above embodiment, the recommended information provision process is started when the user accesses the FAQ server. However, the present invention is not limited to such an example. For example, when the user refers to the FAQ or to a question. Processing may be performed when viewing the answer.

  The present invention is applicable to a help desk system, and particularly applicable to a help desk system having a FAQ notification function.

It is explanatory drawing which shows schematic structure of the help desk system concerning embodiment of this invention. It is a block diagram which shows the structure of the help desk system concerning the embodiment. It is explanatory drawing which shows the memory content in a user attribute database. It is explanatory drawing which shows the memory content in a FAQ database. It is explanatory drawing which shows the memory content in a question database. It is explanatory drawing which shows the memory content in an access log database. It is explanatory drawing which shows the memory content in a user tendency database. It is explanatory drawing which shows the memory content in FAQ classification database, and shows FAQ classified based on user attribute information. It is explanatory drawing which shows the memory content in FAQ classification | category database, and shows that the information of the classified FAQ of FIG. 8A is hold | maintained for every classification | category category. It is explanatory drawing which shows the memory content in a reference log database. It is a flowchart which shows a recommendation information provision process. It is a flowchart which shows FAQ preparation processing. It is a flowchart which shows the update process of FAQ classification database. It is a flowchart which shows the process in which an analysis server acquires the access log of a user's FAQ server. It is a flowchart which shows the update process of a user tendency database. It is explanatory drawing for demonstrating the update process of a user tendency database.

Explanation of symbols

DESCRIPTION OF SYMBOLS 100 User terminal 200 FAQ server 220 User authentication part 221 Authentication information database 225 Recommendation information creation part 230 FAQ registration process part 235 Update information process part 240 Question process part 245 Access log process part 250 User attribute database 260 FAQ database 270 Question database 280 Access log database 300 Analysis server 320 Classification category acquisition unit 325 FAQ classification information selection unit 330 FAQ classification information update processing unit 335 Reference log update processing unit 340 User trend update processing unit 350 User trend database 360 FAQ classification database 370 Reference log Database 400 Respondent terminal

Claims (8)

A help desk system comprising: a user terminal that references an FAQ; a FAQ server that notifies the user terminal of the FAQ; and an analysis server that analyzes a reference tendency of the FAQ that the user refers to,
The user terminal includes an identification information transmitting unit that transmits identification information for identifying a user to the FAQ server,
The FAQ server
A user attribute storage unit that stores user attribute information representing a user attribute in association with the identification information;
A user attribute information acquisition unit for acquiring user attribute information from the user attribute storage unit based on the identification information received from the user terminal;
A user attribute information transmission unit that transmits the user attribute information acquired from the user attribute storage unit to the analysis server;
With
The analysis server
For each user, a user tendency storage unit that stores reference frequency information indicating the reference frequency of the FAQ in association with a classification category in which the FAQ is classified;
A FAQ classification storage unit for storing a plurality of FAQ classification information obtained by classifying FAQs based on the user attribute information for each classification category;
A classification category acquisition unit for acquiring a classification category of FAQ to be provided to the user terminal from the user tendency storage unit based on the user attribute information received from the FAQ server;
FAQ classification information for selecting FAQ classification information to be provided to the user terminal from the FAQ classification storage section based on the classification category acquired by the classification category acquisition section and the user attribute information received from the FAQ server. A selection section;
A help desk system characterized by comprising: The analysis server includes a FAQ classification information transmission unit that transmits the FAQ classification information selected by the FAQ classification information selection unit to the FAQ server,
The FAQ server
A FAQ classification information receiving unit for receiving FAQ classification information from the analysis server;
Based on the FAQ classification information received by the FAQ classification information receiving unit, a recommendation information creating unit that creates recommended information to be provided to the user terminal;
A recommended information transmitting unit for transmitting the recommended information to the user terminal;
With
The help desk system according to claim 1, wherein the user terminal includes a recommendation information output unit that outputs the recommendation information received from the FAQ server. A respondent terminal for registering FAQ is further provided.
The respondent terminal includes a registration information transmitting unit that transmits registration information including FAQ to an FAQ server,
The FAQ server
FAQ storage unit for storing registration information transmitted from the respondent terminal;
An update information transmission unit that transmits the registration information stored in the FAQ storage unit to the analysis server at a predetermined timing;
With
The analysis server
A FAQ classification information updating unit for updating the FAQ classification information in the FAQ classification storage unit based on the user attribute information of the FAQ, the classification category, and the importance of the FAQ included in the registration information transmitted from the FAQ server; The help desk system according to claim 1 or 2, characterized by the above. An analysis server that analyzes a reference tendency of a FAQ referred to by a user,
For each user, a user tendency storage unit that stores reference frequency information indicating the reference frequency of the FAQ in association with a classification category in which the FAQ is classified;
A FAQ classification storage unit that stores a plurality of FAQ classification information obtained by classifying FAQs based on user attribute information representing user attributes;
A classification category acquisition unit for acquiring a classification category of FAQ to be provided to the user terminal from the user tendency storage unit based on the user attribute information;
An FAQ classification information selection unit that selects, from the FAQ classification storage unit, FAQ classification information to be provided to the user terminal based on the classification category acquired by the classification category acquisition unit and the user attribute information;
An analysis server comprising: A user tendency update processing unit for updating the user tendency storage unit;
The user tendency update processing unit receives the latest access log of the user, and updates the classification category and reference frequency information stored in the user tendency storage unit based on the access log. The analysis server according to claim 4. The access log includes FAQ reference frequency information and user attribute information referred to by the user,
The user tendency update processing unit
For each classification category, the reference frequency information obtained from the analysis of the access log and the reference frequency information of the user tendency storage unit are accumulated,
6. The user tendency storage unit according to claim 5, wherein one or more classification categories are stored in the user tendency storage unit in descending order of reference frequency of the classification categories based on accumulated reference frequency information. Analysis server.   The user trend update processing unit stores reference frequency information obtained from the analysis of the access log in association with the classification category stored in the user trend storage unit. The analysis server described. A FAQ classification information updating unit for updating the FAQ classification information stored in the FAQ classification storage unit;
The analysis server according to any one of claims 4 to 7, wherein the FAQ classification information update unit updates the FAQ classification information based on user attribute information, a classification category, and an importance level of the FAQ. .

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