JP2011053791A - System for retrieving and displaying information asset - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a system for retrieving and displaying an information asset that accurately retrieves and presents necessary information without hindering input operation of a person in charge. <P>SOLUTION: In the system for retrieving and displaying the information asset, information for a response to an inquiry is retrieved and displayed on a display screen 11. A plurality of possible inquiry objects and items related to the content of inquiry are set on an operation screen region 12 of the display screen 11. The system includes an item extraction means 14 which extracts items corresponding to the inquiry from the set items. An information asset storage means 16 stores a plurality of information assets associated with various attribute information, so as to be retrieved. A search condition generation means 17 defines in advance the correspondence between attribute information and the extracted items to be used as search conditions for the attribute information, and automatically generates the extracted items as search conditions with respect to the attribute information. A search engine 18 searches the information asset storage means 16 according to the generated search conditions, and outputs the corresponding information as a search result to an information presentation screen region 13. <P>COPYRIGHT: (C)2011,JPO&INPIT

Description

  The present invention relates to a search and display system for information assets that is used in a so-called call center or the like that responds to inquiries from customers and that searches and displays various information for responding to inquiries.

  In general, manufacturers that manufacture and sell various products are provided with a call center that receives various inquiries from customers such as technical questions about products, suggestions regarding product performance, and complaints about products. In this call center, it is desired that the person in charge who received the inquiry from the customer can answer the inquiry on the spot.

  The person in charge of the call center has no problem as long as he / she has answers to all inquiries as his / her own knowledge, but even an expert of the corresponding product has practically difficult to have all the answers as knowledge. Normally, unknown contents of customer inquiries are handled by using an information terminal to search by inputting search conditions and displaying the results on the screen of the information terminal.

  In general, when a call center person receives an inquiry from a customer, the person in charge of the call center responds to the inquiry while operating the information terminal in order to record the customer's information and the contents of the inquiry. For this reason, when searching for an unknown point as described above, in order to search for necessary information during work using the information terminal, the work is temporarily interrupted before the search. You must move on to the operation. Therefore, work efficiency decreases every time information is searched.

  Although not directly related to the call center business, as an information search technique, a system for extracting related keywords from an input document and searching for example sentences at the time of document creation has been proposed (for example, see Patent Document 1). ).

Japanese Patent Laid-Open No. 11-85795

  However, since all of the conventional techniques described above involve an information search operation, it is necessary to interrupt the previous operation. In addition, know-how such as where information is located and under what conditions it can be found efficiently is necessary.

  An object of the present invention is to provide an information asset search and display system capable of accurately searching and presenting necessary information without interfering with an input operation of a person in charge.

  An information asset search and display system according to the present invention is an information asset search and display system for searching for information for answering an inquiry content and displaying the information on a display screen. A plurality of items relating to the operation screen area of the display screen having an item extracting means capable of extracting an item corresponding to the query from the set items and various attribute information are associated. Information asset storage means for storing information assets in a searchable state, and for which of the attribute information, which items extracted by the item extraction means are defined in advance as search conditions Search condition generation means for automatically generating the extracted item as a search condition for the attribute information, and a search condition generated by the search condition generation means. A search engine that searches for information assets stored in the information asset storage means and outputs the corresponding information as a search result, and an information presentation screen area of the display screen that presents the search result by the search engine. It is characterized by having.

  In the present invention, the display screen includes a character unit item extraction unit that extracts a character input at a predetermined location in the operation screen area as an item for each predetermined unit, and the search condition generation unit includes: Is defined for which of the attribute information items to be used as search conditions for the character unit items extracted by the character unit item extraction means. The configuration may be such that the search condition for the attribute information is automatically generated.

  In the present invention, the operation screen area and the information presentation screen area are displayed side by side on the same display screen.

  Furthermore, in the present invention, the display screen displays a title of a search result by a search engine on the information presentation screen area, and displays the detailed contents of the specified title by specifying the displayed title. It has a result display control means.

  According to the present invention, it is possible to present necessary information based on the operation status of the information terminal without actively performing a search operation, and to give information of “awareness” to the input person. That is, the operation information such as input / selection performed on the screen being operated by the operator of the information terminal is received as a parameter from the screen, a search condition is generated, and the search is automatically executed from the condition. Display results outside the active screen. At this time, the search result is displayed without the operator actively performing a search operation. In addition, since the screen displaying the search result is not synchronized with the screen being operated, the operator can know the presence or absence of information assets related to the business while continuing the operation without being interrupted.

It is a block diagram which shows one Embodiment of the search display system of the information asset which concerns on this invention. It is a figure explaining the flow of data of one embodiment same as the above. It is a figure which shows the example of a display of the search result of one Embodiment same as the above.

  Hereinafter, an embodiment of a system for searching and displaying information assets according to the present invention will be described in detail with reference to the drawings.

  FIG. 1 shows the system configuration of this embodiment. This information asset search and display system is provided in a so-called call center or the like, for example, a system for answering inquiries from customers by telephone or the like. In order to make an answer, an information terminal is operated to search related information. The search result is displayed on the display screen 11 of the information terminal. This information asset search and display system is composed of a computer and its peripheral devices, and executes function realizing means described below by a preset program.

  The display screen 11 has an operation screen area 12 and an information presentation screen area 13, which are displayed side by side on the same display screen 11. The operation screen area 12 includes an item extraction unit 14 and a character unit item extraction unit 15. The item extraction means 14 is set with a plurality of items related to a query target, a query content, a query type, and the like that are assumed in advance, and can select and extract an item corresponding to the customer's query from the set items. It is configured as follows. Further, the character unit item extracting means 15 extracts the character input at a predetermined position in the operation screen area 12 as an item for each predetermined unit.

  The information asset storage unit 16 is a search target of related information for answering the above-described inquiry, and stores a large number of information assets in a searchable state. Various attribute information is linked to these many information assets as will be described later. The search condition generation unit 17 automatically generates a search condition based on the items extracted by the item extraction units 14 and 15. That is, for this search condition generation means 17, which items extracted by the item extraction means 14 and 15 are used as search conditions for any of the various attribute information linked to the information assets to be searched. Are previously defined, and the extracted item is automatically generated as a search condition for the attribute information.

  The search engine 18 searches for information assets stored in the information asset storage unit 16 in accordance with the search conditions generated by the search condition generation unit 17, and outputs corresponding information as a search result. The information presentation screen area 13 of the display screen 11 presents the search result by the search engine 18. For this reason, the display screen 11 has search result display control means 19 for displaying the search results by the search engine 18 on the information presentation screen area 13. The search result display control means 19 displays the title of the search result on the information presentation screen area 13, and designates the displayed title to display the detailed contents of the designated title on a pop-up screen. It has a function.

  Next, details of each means described above and data flow will be described with reference to FIG.

  The operation screen area 12 of the display screen 11 has the item extraction means 14 and the character unit item extraction means 15 as described above. From the contents input by the person in charge to the operation screen area 12 according to the match, Various items used for information retrieval are extracted. The item extraction unit 14 includes an item extraction unit 14a related to a query target, an item extraction unit 14b for a query content, and an item extraction unit 14c related to a query type.

  Here, it is assumed that the content of the inquiry from the customer is related to the antenna replacement of the TV. In the item (product classification) extraction unit 14a related to the query target, a plurality of items related to the query target assumed in advance to specify the query target are set, and the person in charge can select a corresponding item from these items. . In the figure, since the inquiry is related to the TV, which is a product, the person in charge first selects “product”, selects “digital home appliance” as the product category, and further selects “TV”. At this time, if the product name is known, the product name (model etc.) is entered in the product name input field 14a1.

  In the inquiry content item (query classification) extraction unit 14b, in order to specify the inquiry content, a plurality of items related to the assumed inquiry content are set in advance, and the person in charge can select the corresponding item from these items. it can. In the example of the figure, the person in charge first selects “TV inquiry” from the above-described inquiry contents, and then selects “installation” related to the antenna.

  In the item (inquiry type) extraction unit 14c relating to the inquiry type, a plurality of items relating to the inquiry type assumed in advance are set in order to specify the inquiry type, and accordingly, the corresponding item can be selected. As the types of inquiries that are assumed in advance, for example, questions about products, complaints about products, improvement requests for products, etc. are assumed, and since multiple items corresponding to these types are set, from these items Applicable items can be selected. In the figure, since the content of the inquiry is a general question about television, the person in charge selects “inquiry”. Note that selecting the type of inquiry may not be necessary for information retrieval, and the item (inquiry type) extraction unit 14c regarding the inquiry type may be omitted.

  Items are extracted by the selection operation in each of the item extraction units 14a, 14b, and 14c, but the operations and inputs that can be extracted are not particularly limited. In other words, text input, radio buttons, check boxes, list selection, focus in / out, mouse over, click, drag and drop, scroll, keyboard operation outside the input field, etc. performed on the operation screen A method may be used.

  The character unit item extraction means 15 extracts items for each character unit from the contents in which the person in charge has input the inquiry content into a predetermined location (in the lower column in the figure) in the operation screen area 12. That is, for each predetermined unit, for example, every character, every designated number of characters, every punctuation mark input, focus out, etc., a unit of operation is determined in advance, and contents up to that point are extracted according to the rule. In the example in the figure, “television antenna” and other character unit items not shown are extracted as items for each punctuation mark input.

  Note that it is not necessary to extract all items input to the operation screen area 12. In the example of the figure, the items in the customer information input block 12a and the items entered in the subject field 12b are used for recording that there has been an inquiry, but they are used for the search targeted by the present invention. It is not subject to extraction because there is no

  The extracted data 170 extracted by the item extracting unit 14 and the character unit item extracting unit 15 is automatically generated as a search condition 171 by a method described later by the search condition generating unit 17 and transmitted to the search engine 18, and the information asset storage unit 16. Search for information assets stored in.

  The contents of the extracted data 170 are items of the product classification, product name, inquiry classification, inquiry type, and inquiry content extracted by the character unit item extraction means 15 extracted by the item extraction units 14a, 14b, and 14c. . Even if there is a blank information in the extraction timing, it is acquired blank. In the example of the figure, the product name input field 12a1 in the operation screen area 12 is blank, and in the extracted data 170, the product name remains blank. For other items, product category: “product-digital appliances-TV”, inquiry category: “TV inquiry-installation”, inquiry type: “inquiry”, inquiry content: “TV antenna” is extracted. Yes.

  Here, each information 160 stored in the information asset storage unit 16 is associated with the attribute information shown below in advance. The attribute information includes title, author, update date / time, contents, category information, document type, product name, importance,. The search condition generation unit 17 defines in advance which item of the extracted data 170 is used as the search condition for which attribute information described above, and the search condition is automatically generated according to that. In the example shown in the figure, product category, query category, and query type are defined for attribute information: category information, and "product-digital home appliance-TV", "TV query-installation", and "inquiry" For the attribute information: content generated as a search condition, an inquiry content is defined, and an item such as “TV antenna is” is generated as the search condition. For attribute information: product name, the product name is defined, and the extraction item is blank, so the search condition is also blank.

  The search condition 171 generated in this way is transmitted from the search condition generation means 17 to the search engine 18. The search engine 18 searches for information assets stored in the information asset storage unit 16 according to the search conditions 171 generated and transmitted by the search condition generation unit 17, and outputs the corresponding information as a search result. This search result is passed to the information presentation screen area 13 of the display screen 11. Then, the search results are collectively displayed on the information presentation screen area 13 by the search result display control means 19 as shown in the figure.

  When displaying the search results on the information presentation screen area 13, the search results are organized and displayed using previously linked attribute information. That is, when registering information assets in the information asset management unit 16, the attribute information has “document type”, which are “document”, “past inquiry”,... In the example of FIG. 6, the information is displayed for each attribute of the “document type”. Instead of displaying all the information hit in the search, the number of display items is determined in advance, and only the top few items are displayed for each “document type”. If the number of hits is less than the number displayed, leave blank. The search result display control means 19 displays the title of the information (if the title is long, a part of it is omitted), and when the title is clicked, the main body of the information is displayed.

  Here, regarding the search results displayed in the information presentation screen area 13, the information 16n of the third title "terrestrial digital broadcasting ..." displayed in the figure displayed in the document type "common inquiry" section is as follows. The following attribute information is associated.

Title: About the antenna for digital terrestrial television broadcasting Contents: The antenna for terrestrial digital television broadcasting is the conventional one ...
Category information:
(1) Product-Digital home appliance-Television (2) Television inquiry-Installation (3) Inquiry Document type: Frequently asked questions
Since such attribute information is associated with the information 16n, the information 16n is extracted from the information 160 stored in the information asset storage unit 16 by the search condition 171 described above. The extracted information 16n is arranged for each attribute of the document type together with other extracted information. Since the document type of the information 16n is “Frequently Asked Inquiries”, when displayed on the information presentation screen area 13, as shown in FIG. The title “Digital Terrestrial Television Broadcasting ...” is displayed together with the titles of the other extracted information 16l and 16m. Since the title of the information 16n “About the antenna for terrestrial digital television broadcasting” is long, a part of the title is omitted and “terrestrial digital television broadcasting...” Is displayed as described above.

  The call center person in charge identifies the information corresponding to the contents of the inquiry from the customer by looking at the title of the search result displayed on the information presentation screen 13, and clicks on the title to display the detailed information shown in FIG. The contents can be displayed. As shown in FIG. 3, for the detailed display, the display screen differs depending on the document type. For example, the upper display in FIG. 3 is a detailed display example in which the document type corresponds to “common inquiry”. It is possible to understand what an “inquiry” is. The lower display is a detailed display example in which the document type corresponds to “past inquiry”, and displays an operation screen related to a query that has existed in the past. Therefore, it is possible to grasp what kind of inquiry has been made in the past. By referring to such a screen display, it is possible to display in a format that allows an accurate answer to a customer's inquiry.

  As described above, in the above embodiment, the items associated with the operation performed on the operation screen area 12 are automatically extracted by the extraction means 14 and 15, and the information asset related to the operation is searched based on the operation information. The search condition generation means 17 automatically generates a search condition for this purpose. Then, the generated search condition is sent to the search engine 18 to search for the information asset stored in the information asset storage beauty 16. Search results are arranged in the order of indices such as usage frequency and similarity for each type of information, and are displayed in the information presentation screen area 13 of the information terminal in an organized and aggregated state. The operation screen area 12 and the information presentation screen area 13 are asynchronous, and there is no need to wait for an operation on the operation screen area 12 until the contents of the information presentation screen area 13 are displayed.

  Therefore, the person in charge can present the presence / absence of various information assets related to the work being worked on without interrupting the input work. That is, the search is executed even if the person in charge does not actively perform the search operation. The person in charge does not need to wait for the search result, so that the next operation can be immediately started. For this reason, even if there is no necessary information, there is no loss.

  In addition, since various information assets are displayed in a state of being consolidated and organized on a single screen by type, it is possible to check what type of information exists just by looking. By using indexes such as similarity and frequency for sorting, highly important information can be checked efficiently.

  The item extraction from the operation screen area 12 acquires the state of some or all selection items on the screen every time a selection item is selected. From the information, a search condition suitable for the operation status performed by the operator at that time is automatically generated. The search is performed under the conditions, the results are organized and aggregated, and displayed on the information presentation screen area 13 in accordance with the operation status.

  Thus, by performing a selection operation on the screen, a search according to the selection state of the screen is automatically performed, and the result is displayed on the external screen, so that information assets are presented according to the operation status. As a result, the search condition is automatically extracted, so that it is not necessary for the operator to consciously perform the search operation, and the operation is not interrupted. When there is a related information asset during operation, it is presented on a screen different from the operation screen, and the presence or absence of information can be confirmed. This produces the effect.

  In addition, text information is automatically acquired from the input field at the appropriate time (for each key input, for each punctuation input, a fixed number of characters, etc.), and the search condition is extracted by analyzing the text information. By searching for information assets by using them, it is possible to present information assets that match the entered text.

  As described above, by analyzing the text being input, it is possible to immediately present an information asset that assists the current input task without interfering with the operation. Further, by obtaining information not only from the selection items but also from the free description, it is possible to accurately present information that is more suitable for the operation situation. Therefore, it is possible to present information with high accuracy in consideration of input contents.

  In the above embodiment, both the item selection type item extraction unit 14 and the character input type character unit item extraction unit 15 are provided. Since the search is possible, the character unit item extraction means 15 may be omitted.

DESCRIPTION OF SYMBOLS 11 ... Display screen 12 ... Operation screen area 13 ... Information presentation screen area 14 ... Item extraction means 15 ... Character unit item extraction means 16 ... Information asset storage means 17 ... Search condition generation means 18 ... Search engine 19 ... Search result display control means

Claims (4)

An information asset search and display system for searching for information for answering an inquiry and displaying it on a display screen,
A plurality of items related to a query target and a query content assumed in advance, and an operation screen area of the display screen having an item extraction unit capable of extracting an item corresponding to the query from the set items;
Information asset storage means for storing a large number of information assets associated with various attribute information in a searchable state,
For which of the attribute information, which item extracted by the item extraction unit is used as a search condition is defined in advance, and the extracted item is automatically generated as a search condition for the attribute information Search condition generation means for
A search engine that searches for information assets stored in the information asset storage means according to the search conditions generated by the search condition generation means, and outputs corresponding information as a search result;
An information asset search and display system comprising: an information presentation screen area of the display screen for presenting a search result by the search engine. The display screen has character unit item extraction means for extracting characters input at predetermined locations in the operation screen area as items for each predetermined unit;
The search condition generating means defines which item is used as a search condition for which of the attribute information for the character unit item extracted by the character unit item extraction means. 2. The information asset search and display system according to claim 1, wherein a character unit item is automatically generated as a search condition for the attribute information.   3. The information asset search and display system according to claim 1, wherein the operation screen area and the information presentation screen area are displayed side by side on the same display screen.   The display screen includes search result display control means for displaying a title of a search result by a search engine on the information presentation screen area, and displaying the detailed contents of the designated title by designating the displayed title. The information asset search and display system according to any one of claims 1 to 3,

Images