JP2017211857A - Task management system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a task management system that can readily register information on a task with a task management device on the basis of communication using chat information and can quickly refer to chat information associated with task related information.SOLUTION: In a task management system (1), a messenger processing engine (10) opens one chat room enabling a plurality of user terminals (4, 5, 6) to communicate with each other for one task, generates task related information on the basis of chat information, and inputs it in a task management engine to make the task management engine register it with a task management DB. In addition, the messenger processing engine registers the chat information in association with the task related information with a journal DB. A terminal control unit of a user terminal has a display unit display a list screen including a caption of the chat room, and has the display unit display chat information input into the chat room on the basis of user operation to the caption performed via an input unit.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a problem management system.

  For example, in logistics, various problems that need to be dealt with occur, such as an abnormal event such as a missing product or a work request such as a price tag. For example, it is necessary to share a problem among assignees of a shipper, a supplier, and a warehouse trader, assign an appropriate person in charge, and quickly deal with the problem.

  Conventionally, traditional communication means such as telephone, e-mail, and FAX have been used for sharing problems.

  Save and manage communication history by logging telephone conversations, storing emails in mailboxes, digitizing and storing documents sent and received via fax, and referencing them as needed It is possible. However, it is difficult to quickly confirm the progress of dealing with the problem from such a communication history.

  On the other hand, in projects such as software development, an issue management system using WEB technology is used. For example, in a problem management system such as Redmine described in Non-Patent Document 1, it is possible to register a problem, assign and change a person in charge, and check a progress status using a Web page or a dedicated application. It has become.

“Redmine official website”, Jean-Philippe Lang, [May 18, 2016 search], Internet, <http: // www. redmine. org />

  However, when trying to apply a conventional problem management system to a logistics site, a person who wants to raise a problem accesses a Web page provided by the problem management system or uses a dedicated application to create a form, etc. Along with this, it is necessary to input necessary items for a large number of entry items, assign an appropriate subject to the issue, organize and enter the content of the issue, and assign an appropriate person in charge. Sharing is extremely complicated.

  In addition, using the conventional issue management system, it is possible to share and manage issues among the persons in charge, but in order to deal with the problems, it is necessary to communicate between the personnel in the end. In order to reflect the contents in the problem management system, it is necessary for the person in charge to access the Web page provided by the problem management system or to input using a dedicated application, which takes time and effort. There was a problem.

  Such a problem is recognized not only in logistics but also in various commercial activities such as business negotiations (particularly electronic commerce (EC)), call centers and sales.

  The present invention has been made in view of the above points, and can easily register information related to a problem in the problem management device based on communication using chat information, and can quickly collect chat information associated with the problem related information. One of the purposes is to provide an issue management system that can be referred to.

  A problem management system according to one aspect of the present invention includes a plurality of nodes, a messenger processing apparatus that exchanges chat information input from the plurality of nodes, and a problem management apparatus including a problem management database. In the system, the messenger control unit included in the messenger processing device establishes one chat room that can interact between at least two of the plurality of nodes for one of the tasks, and is input to the chat room Based on at least one of the chat information, at least task-related information related to the task is generated, the task-related information is input to the task management device and registered in the task management database, and the task-related information is generated Corresponding to the information, registering the chat information in a chat information database, and The terminal includes at least one user terminal, and the terminal control unit included in the user terminal displays a list screen including at least one heading of the chat room corresponding to the assignment registered in the assignment management database. The display of the chat information input to the chat room corresponding to the headline based on a user operation on the headline included in the list screen, which is displayed on the display unit and performed via the input unit It is displayed on the part.

  According to this configuration, in the messenger processing device, the messenger control unit generates task-related information based on the chat information input to the chat room associated with the task, and inputs the task-related information to the task management device to perform registration. Therefore, task related information can be easily registered in the task related information database based on communication using chat. In addition, the chat information input to the chat room in association with the task related information is registered in the chat information database. On the other hand, in the user terminal, the terminal control unit causes the display unit to display chat information input to the chat room corresponding to the heading based on a user operation on the heading included in the list screen. Therefore, it is possible to quickly refer to the chat information associated with the task related information from the heading of the chat room list screen.

  In the problem management system of one aspect of the present invention, it is preferable that the problem-related information is generated by a language processing device.

  In the problem management system of one aspect of the present invention, it is preferable that at least one chat information transmitted from the user terminal is shaped, and the shaping result is included in the heading.

  In the problem management system according to one aspect of the present invention, in the messenger processing device, the messenger control unit is configured to relate to the problem corresponding to the heading based on the user operation performed on the heading at the user terminal. The progress status included in the information is preferably changed by the problem management device.

  In the problem management system according to one aspect of the present invention, in the messenger processing device, the messenger control unit is configured to relate to the problem corresponding to the heading based on the user operation performed on the heading at the user terminal. It is preferable that the information regarding the person in charge included in the information is changed by the task management device.

  According to the present invention, information related to a problem can be easily registered in the problem management device based on communication using chat information, and chat information associated with the problem related information can be referred to quickly.

It is a mimetic diagram of a subject management system of this embodiment. It is a hardware block diagram which shows the server used with the subject management system shown in FIG. It is a hardware block diagram which shows the computer which comprises the user terminal which concerns on embodiment of this invention. It is a functional block diagram of the server in the subject management system concerning this embodiment. It is a functional block diagram of the natural language processing engine used with the problem management system which concerns on this Embodiment. It is explanatory drawing which shows the structure and correlation of the database in the subject management system which concerns on this Embodiment. It is the schematic which shows the user terminal in the subject management system which concerns on this Embodiment. It is a sequence diagram which shows the flow of the basic process in the subject management system which concerns on this Embodiment. It is a sequence diagram which shows the flow of the basic process in the subject management system which concerns on this Embodiment. It is a sequence diagram which shows the flow of the basic process in the subject management system which concerns on this Embodiment. It is a flowchart which shows each process of the person in charge automatic assignment in the subject management system which concerns on this Embodiment. It is the schematic which shows the 1st application example of the subject management system which concerns on this Embodiment. It is explanatory drawing which shows the communication in the 1st application example of the subject management system which concerns on this Embodiment. It is a schematic diagram which shows the example of a screen in the subject management system which concerns on this Embodiment. It is a schematic diagram which shows the example of a screen in the subject management system which concerns on this Embodiment. It is a schematic diagram which shows the example of a screen in the subject management system which concerns on this Embodiment. It is a schematic diagram which shows the example of a screen in the subject management system which concerns on this Embodiment. It is a schematic diagram which shows the example of a screen in the subject management system which concerns on this Embodiment. It is a schematic diagram which shows the example of a screen in the subject management system which concerns on this Embodiment. It is a schematic diagram which shows the example of a screen in the subject management system which concerns on this Embodiment. It is a sequence diagram which shows the process of the status change of the inquiry in the problem management system which concerns on this Embodiment. It is the schematic which shows the 2nd application example of the subject management system which concerns on this Embodiment. It is explanatory drawing which shows the communication in the 2nd application example of the subject management system which concerns on this Embodiment. It is a schematic diagram which shows the example of a screen in the subject management system which concerns on this Embodiment. It is a sequence diagram which shows the charge change process in the subject management system which concerns on this Embodiment.

Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings.
<Overview>
The problem management system according to the present embodiment includes a plurality of nodes, a messenger processing apparatus that exchanges chat information input from the plurality of nodes, and a problem management apparatus that includes a problem management database.

  In the problem management system according to the present embodiment, the problem to be managed is an event that needs to be dealt with, and includes inquiries, opinions, consultations, questions, requests, complaints, proposals, etc. Is not to be done.

  A node is a device connected to a computer network and includes a server and a terminal.

  A server is a computer that provides its own functions, services, data, and the like to other computers in a computer network. The server includes, for example, a server control unit, a communication unit, and a storage unit.

  The server control unit controls the entire server. For example, the server control unit may control the communication unit to transmit and / or receive a predetermined signal. Further, the server control unit may perform control so as to save various data in the storage unit. The server control unit can be configured by a central control unit, a controller, a control circuit, or a control device described based on common recognition in the technical field according to the present invention.

  In the present embodiment, the node may include a server that uses artificial intelligence capable of dialogue and responds to chat information from other nodes. Such a node is called, for example, a chat bot or an agent. Artificial intelligence can be realized by the server control unit executing a program.

  On the other hand, the user terminal refers to a terminal that can receive an operation from a user and output information. For example, the user terminal includes a terminal control unit, a display unit, an input unit, and a communication unit, but the display unit or the input unit may be provided outside.

  The terminal control unit controls the entire user terminal. For example, the control unit may control the communication unit to transmit and / or receive a predetermined signal. Further, the control unit may control display on the display unit. The control unit may perform control to save various data in the storage unit. The control unit can be configured by a controller, a control circuit, or a control device described based on common recognition in the technical field according to the present invention.

  The display unit is a device for displaying information that is provided in or connectable to the user terminal, and is specifically a liquid crystal display or an organic EL display, but is not particularly limited. The display unit may also serve as an input unit like a touch panel display. The display unit can be configured by a display device such as a display or a monitor described based on common recognition in the technical field according to the present invention.

  The input unit is a user interface provided in or connectable to the user terminal. The input unit can be configured by an input device such as a keyboard, a mouse, and a button, an input / output terminal, an input / output circuit, and the like described based on common recognition in the technical field according to the present invention. Further, the input unit may be configured to be integrated with the display unit (for example, a touch panel display).

  The messenger processing device is a server that exchanges chat information input from a plurality of nodes. A server control unit (hereinafter, referred to as a messenger control unit) of a server that implements a messenger processing device opens one chat room that can interact between at least two of a plurality of nodes for one of the tasks.

  The chat room is a virtual space (place) for exchanging chat information provided to at least two nodes by the messenger processing device. The messenger control unit is configured to execute a program and transmit chat information input to a chat room from a certain node to other nodes participating in the chat room. The message control unit may open a plurality of chat rooms at the same time.

  Chat information refers to information transmitted by real-time communication using a data communication line on a computer network. Also called a message or comment.

  The chat information includes text, sound, and images (including moving images and still images). In this embodiment, as will be described later, in order to obtain a character string for shaping chat information, text, sound, and sound are used. A moving image including, and an image including text are preferable. In the case of a moving image including voice and voice, a character string can be recognized from the voice using voice recognition technology. In the case of an image including text, a character string can be recognized from the image using character recognition technology.

  In addition, the messenger control unit generates at least one issue related information related to the issue based on at least one of the chat information input to the chat room, and inputs the issue related information to the issue management device to the issue management database. Let me register.

  The task related information is information related to the task and includes at least the content of the task. The assignment related information includes, in addition to the contents of the assignment, for example, an identifier, a subject, a registration date / time, a progress status (status), information on a person in charge (person-in-charge ID, etc.), and a last update date / time (including only the date). However, it is not particularly limited.

  The task related information is generated based on at least one chat information. The task related information may be a result of shaping chat information (hereinafter also referred to as a shaping result). Formatting is a process that processes a character string so that it is easy to understand. In the specification of the present application, the formatting of chat information includes a summary in which a part of a character string is deleted and rephrased, or a part of the character string is extracted.

  For example, a language processing device can be used to generate the task related information. That is, a character string included in at least one chat information can be shaped by language processing, and the result can be used as task related information.

  An example of language processing is natural language processing. Natural language processing is a series of techniques that causes a computer to process natural language that humans use on a daily basis.

  In the present embodiment, the natural language processing apparatus first divides a character string obtained from at least one chat information into words. Next, keywords are extracted using a technical term dictionary and a stop word dictionary. Further, the extracted keywords are organized by synonym conversion using a synonym dictionary. Then, a summary is generated by applying a template (also referred to as teacher data) to the sorted keywords.

  The terminology dictionary is a dictionary in which terminology used by related parties in commercial activities and the like to which the problem management system according to the present embodiment is applied is registered. The stop word dictionary is a dictionary in which unnecessary words are registered in the summary.

  The template (teacher data) is information that defines the content and format so that it can be easily understood by those involved in commercial activities or the like to which the problem management system according to the present embodiment is applied. For example, in the case of physical distribution, the subject is “work request (tag tag)”, and the content is “work request (tag tag), product [XXXX], quantity [YYYYY], [priority]” (the variables in square brackets are variables). Template) is used.

  The natural language processing apparatus can be realized by, for example, a server executing a natural language processing program. The messenger processing device and the problem management device may be different devices, or may be a part of either the messenger processing device or the problem management device, or all may be a single device.

  As described above, the messenger control unit causes the generated task related information to be registered in the task management database by the task management device.

  The task management device manages task-related information related to tasks. The problem management apparatus can be realized by a server, for example. The problem management device may be a device different from the messenger processing device, may be a part of the messenger processing device, or may be a single device.

  Further, the messenger control unit registers the chat information input to the chat room in the chat information database corresponding to the task related information.

  The chat information is registered as it is and / or shaped in the chat information database. The chat information can be shaped in the same manner as described above in the generation of the problem related information.

  The chat information database may be provided in the messenger processing device, or may be provided in the problem management device. If the assignment management device is provided, the server control unit of the server that implements the assignment management device registers chat information or a summary thereof in the chat information database in accordance with an instruction from the messenger control unit of the messenger processing device.

  On the other hand, the terminal control unit included in the user terminal displays a list screen registered in the task management database and including at least one chat room heading corresponding to the task on the display unit, and is executed via the input unit. The chat information input to the chat room corresponding to the headline is displayed on the display unit based on the user operation on the headline included in the list screen.

  Here, the heading includes, for example, the subject of the assignment and the last update date, but is not particularly limited.

  The layout of the list screen is not particularly limited. For example, a plurality of headings may be arranged in a list form, or may be arranged in a tile form.

  According to the problem management system according to the present embodiment, in the messenger processing device, the messenger control unit generates problem related information based on the chat information input to the chat room associated with the problem, and the problem management apparatus Therefore, the task related information can be easily registered in the task related information database based on communication using chat. In addition, the chat information input to the chat room in association with the task related information is registered in the chat information database. On the other hand, in the user terminal, the terminal control unit causes the display unit to display chat information input to the chat room corresponding to the heading based on a user operation on the heading included in the list screen. Therefore, it is possible to quickly refer to the chat information associated with the task related information from the headline on the chat room list screen.

  In the problem management system according to the present embodiment, it is desirable to include at least one chat information shaping result in the heading of the list screen. The shaping result is registered in the chat information database as described above. Since the headline includes the formatting result, the user can easily grasp the problem associated with the chat room simply by looking at the headline.

  The terminal control unit of the user terminal is configured such that the user can perform an operation (hereinafter referred to as a user operation) via the input unit for a headline included in the list screen displayed on the display unit. Preferably it is.

  In the messenger processing device, the messenger control unit may cause the task management device to change the progress status included in the task related information corresponding to the heading based on a user operation performed on the heading on the user terminal. preferable.

  Moreover, it is preferable that a messenger control part changes the information regarding the person in charge contained in the problem relevant information corresponding to a headline to a problem management apparatus based on the user operation performed with respect to the headline by the user terminal.

  Here, the person in charge refers to a person who handles a problem, and for example, one person is assigned (assigned). The information regarding the person in charge is, for example, the name and identifier (user ID) of the person in charge, but is not particularly limited.

  In this way, the user operation on the list screen for selecting a chat room as a communication means can cause the task management device to change the progress status or change the person in charge, so the task management is performed from communication Can be greatly reduced.

  Furthermore, in the problem management system according to the present embodiment, based on a user operation performed on the headline at the user terminal, a shaping result obtained by shaping the chat information input to the chat room corresponding to the headline is displayed on the display unit. It is desirable to display on For example, when a user operation is performed on a chat room heading at a user terminal of a person in charge who deals with the problem, a screen of the chat room corresponding to the heading is displayed on the display unit. On the screen of the chat room, a shaping result obtained by shaping the chat information input to the chat room at the user terminal of the person who raises the problem (hereinafter referred to as the drafter) is displayed. For this reason, since the person in charge can grasp the content of the problem quickly and reliably from the shaping result, it is possible to suppress the occurrence of miscommunication rather than sharing the problem based only on the chat information itself.

<System>
Hereinafter, the problem management system of the present embodiment will be described with reference to the accompanying drawings. FIG. 1 is a schematic diagram of the problem management system of the present embodiment. Note that the schematic diagram of the problem management system shown in FIG. 1 is simplified for the purpose of explaining the present invention, and it is assumed that the problem management system normally includes a configuration.

  As shown in FIG. 1, the problem management system 1 according to the present embodiment includes a server 2, a network 3, a user terminal A4, a user terminal B5, and a user terminal C6.

  The server 2, the user terminal A 4, the user terminal B 5, and the user terminal C 6 are devices that can be connected to each other via the network 3.

  The server 2 is an example of the messenger processing device of the present invention, and is integrated with the problem management device and the language processing device.

  The server 2 includes a messenger processing engine 10 that performs messenger processing, a problem management engine 20 that performs problem management, a database 30, and a natural language processing engine 40 that performs natural language processing.

  User terminals A4, B5, and C6 (hereinafter simply referred to as user terminals are all examples) are examples of the user terminals of the present invention. Here, the user terminal may be a portable terminal (mobile communication terminal) such as a notebook personal computer, a mobile phone, a smartphone, a tablet terminal, a wearable terminal (smart glasses, etc.), or a fixed communication such as a personal computer. It may be a terminal.

  The network 3 connects devices and enables information communication. For example, the network 3 includes various networks such as the Internet, a mobile network, a LAN (Local Area Network), and a WAN (Wide Area Network). Note that the network 3 may be configured wirelessly, may be configured by wire, or may be configured by both.

  Note that the system configuration is an example, and the present invention is not limited to this. For example, the number of servers 2 and user terminals is not limited to this.

<Server>
FIG. 2 is a hardware block diagram showing a server used in the problem management system shown in FIG.

  As illustrated in FIG. 2, the server 2 includes a server control unit 101, a network interface 102, a memory 103, and a storage device 104.

  The server control unit 101 controls each unit of the server 2. Specifically, the server control unit 101 includes a CPU and the like, and uses the memory 103 to perform various control operations according to an operating system (OS) and various processing programs.

  The network interface 102 performs data communication and the like via the network 3. The network interface 102 is, for example, a mobile communication device or a WiFi communication device, but is not particularly limited.

  The memory 103 is an example of a storage unit, and is configured by, for example, a DRAM or the like, and functions as a buffer memory that temporarily stores data processed by the server control unit 101 or the like, or a working memory such as the server control unit 101 or the like To do.

  The storage device 104 is an example of a storage unit, and is configured by, for example, a nonvolatile memory (flash memory) or the like, and stores various programs and data necessary for the operation of the server control unit 101.

  In the server 2, various functions can be realized by appropriately preparing programs and data according to the purpose.

<User terminal>
FIG. 3 is a hardware block diagram showing a computer constituting the user terminal according to the embodiment of the present invention. As illustrated in FIG. 3, the computer 200 includes a terminal control unit 201, a network interface 202, a memory 203, a storage device 204, a touch panel display 205, and a camera 206.

  The terminal control unit 201 is an example of the terminal control unit of the present invention, and controls each unit of the computer 200. Specifically, the terminal control unit 201 includes a CPU and the like, and uses the memory 203 to perform various control operations according to an operating system (OS) and various processing programs.

  The network interface 202, the memory 203, and the storage device 204 are the same as the network interface 102, the memory 103, and the storage device 104 of the server 2 described with reference to FIG.

  The touch panel display 205 is an example of a display unit and an input unit according to the present invention. The touch panel display 205 displays various types of information generated by the terminal control unit 201, accepts user operations, and outputs predetermined operation signals according to these operations. Input to the terminal control unit 201.

  The camera 206 includes a lens and an optical element for capturing a still image or a moving image.

  In the computer 200 described above, a user terminal can be realized by appropriately preparing programs and data according to the purpose.

<Messenger processing engine>
FIG. 4 is a functional block diagram of a server in the problem management system according to the present embodiment. As shown in FIG. 4, the messenger processing engine 10 realized by the server control unit 101 (see FIG. 2) of the server 2 (see FIG. 1) includes a login processing unit 301, a project information providing unit 302, and a chat room management unit 303. And a chat information transmission / reception unit 304.

  The problem management engine 20 similarly realized by the server control unit 101 includes a user master 401 for managing user information, a project master 402 for managing a project, and members belonging to the project, which are included in the database 30. Is a member master 403 for managing messages, an inquiry database (hereinafter abbreviated as DB) 404 for managing inquiries, which is an example of the problem of the present invention, and an example of the chat information database of the present invention, chat information. Is connected to a journal DB 405 for managing a history including.

  Hereinafter, the function of each part will be described in detail. First, when the server 2 receives a login request from each user terminal, the login processing unit 301 outputs the login ID and password received from each user terminal to the assignment management engine 20, and stores the information stored in the user master 401. The authentication can be performed by referring to it. Note that authentication can also be performed in conjunction with an authentication server in which the login processing unit 301 or the problem management engine 20 is separately provided.

  The project information providing unit 302 has a function of acquiring information related to a project (hereinafter also referred to as PJ) from the assignment management engine 20 and providing the information to the user terminal. First, when the project information providing unit 302 receives a project switching from the user terminal, the project information providing unit 302 requests the assignment management engine 20 to acquire and output information on a registered project with reference to the project master 402, and The input project information is transmitted to the user terminal.

  Further, when the project information providing unit 302 accepts the selection of the project from the user terminal, the project management engine 20 requests the assignment management engine 20 to acquire and output the registered project information by referring to the project DB 403, The input project information is transmitted to the user terminal, and the project information is displayed on the touch panel display 205 by the user terminal as described later.

  The chat room management unit 303 has a function of opening a chat room (hereinafter also referred to as CR). The chat room is established in response to a notification of a new inquiry (hereinafter also referred to as INQ) from the user terminal.

  In addition, the chat room management unit 303 outputs the chat information input to the chat balloon (also referred to as a chat window) to the assignment management engine 20 and registers it in the journal DB 405.

  In addition, when the chat room management unit 303 accepts the selection of the project from the user terminal, the assignment management engine 20 requests the issue management engine 20 to obtain and output the inquiry information by referring to the inquiry DB 404 and is input. The inquiry information is transmitted to the user terminal, and a chat room list screen is displayed on the touch panel display 205 in the user terminal as will be described later.

  In addition, the chat room management unit 303 refers to the journal DB 405 in the problem management engine 20 in response to a user operation performed on the list screen in the user terminal, and stores chat information corresponding to the chat room. Is requested and output. The chat room management unit 303 transmits the input chat information to the user terminal, and causes the user terminal to display the chat information on the touch panel display 205 as described later.

  In addition, the chat room management unit 303 outputs the chat information input from the user terminal via the chat balloon to the natural language processing engine 40 (see FIG. 1), so that the summary that is one aspect of the shaping of the present invention is output. Generate. In addition, the chat room management unit 303 outputs the generated summary to the assignment management engine 20 and registers it in the journal DB 405 in the same manner as the chat information. In addition, the chat room management unit 303 is configured to input a fixed sentence or a summary to the chat room and transmit the chat information transmission / reception unit 304 to the user terminal, as will be described later.

  The chat information transmission / reception unit 304 has a function of receiving chat information input from one of the user terminals via a chat balloon and transmitting it to another user terminal.

<Problem management engine>
As already described, the problem management engine 20 has a function of managing various problems by linking various masters and DBs included in the database 30 to each other. The function of the problem management engine 20 is substantially the same as that used in a known problem management system such as Redmine described in Non-Patent Document 1, and those skilled in the art can easily realize the function. It is possible.

<Natural language processing engine>
FIG. 5 is a functional block diagram of a natural language processing engine used in the problem management system according to the present embodiment. The natural language processing engine 40 is an example of the language processing apparatus of the present invention, and performs summarization, which is an aspect of the chat information shaping of the present invention. As shown in FIG. 5, the natural language processing engine 40 includes a word division unit 501, a word extraction unit 502, a synonym conversion unit 503, and a summary creation unit 504. The natural language processing engine 40 uses a technical term dictionary 505, a stop word dictionary 506, a synonym dictionary 507, and a template (teacher data) 508 as data.

  When at least one piece of chat information is input from the messenger processing engine 10 to the natural language processing engine 40, the word division unit 501 divides the character string included in the chat information into words. Next, the word extraction unit 502 extracts keywords using the technical term dictionary and the stop word dictionary. Further, the synonym conversion unit 503 organizes the extracted keywords by performing synonym conversion using a synonym dictionary. The summary creation unit 504 generates a summary by applying a template to the arranged keywords. The generated summary is output to the messenger processing engine 10.

  In this embodiment, an image recognition unit 509 is provided before the word division unit 501. The image recognition unit 509 receives image data including a barcode or QR code (registered trademark) from the messenger processing engine 10, recognizes the barcode or QR code, acquires information such as a product code, and the summary creation unit 504 is configured to be input. The image recognition unit 509 may be part of the function of the messenger processing engine 10 or may be independent of other configurations.

<Database structure and correlation>
FIG. 6 is an explanatory diagram showing a database configuration and a mutual relationship in the problem management system according to the present embodiment. As shown in FIG. 6, in the user master 401, each record is configured by associating a unique user ID with a login ID, a password, a name, and a work situation.

  In the project master 402, each record is configured with a name associated with a unique project ID.

  In the members master 403, each record is configured by associating a unique members ID with a user ID, a project ID, and a priority order. Here, the user ID of the members master 403 is linked to the user ID of the user master 401, and the project ID is linked to the project ID of the project master 402. As a result, the project ID of which the user is a member can be acquired from the user ID.

  Further, in the inquiry DB 404 which is an example of the problem management DB of the present invention, each record is associated with a unique inquiry ID, a project ID, a subject, contents, a registration date, a status (progress status), and a person in charge ID. Configured. This record corresponds to an example of problem management information of the present invention. Here, since the project ID is linked with the project ID of the project master 402, it is possible to acquire the task related information corresponding to the inquiry belonging to the specific project. Moreover, since the user ID of the user master 401 is linked to the person-in-charge ID, it is possible to acquire the task related information corresponding to the inquiry that the specific user is the person in charge. The status indicates the status of the response to the inquiry. For example, flags such as drafting (registering a new inquiry (issue)) (0), work start (1), and closing (9) are set. .

  In the journal DB 405, each record is configured by associating a unique journal ID with an inquiry ID, a user ID, contents, and a date (time stamp). Here, since the inquiry ID is linked with the inquiry ID of the inquiry DB 404, a journal (chat information or the like) corresponding to the specific inquiry can be acquired. A journal is an update history of information associated with an inquiry registered in the inquiry DB 404. In the present embodiment, the journal includes chat information (including the chat information itself and a summary) associated with the inquiry, its date and time, status (progress status) (for example, drafting, work start and close) and its The date and time of change, information on the person in charge and the date and time of change are included, but are not particularly limited.

<Chat application program>
FIG. 7 is a schematic diagram showing a user terminal in the problem management system according to the present embodiment. As shown in FIG. 7, in a computer 200 (see FIG. 3) constituting a user terminal, a chat application program 50 executed by the terminal control unit 201 is executed on an operating system (OS) 60 executed by the terminal control unit 201. Each function of the user terminal of the present invention is realized. The chat application program 50 controls the display 205a of the touch panel display 205, which is an example of the display unit of the present invention, the touch panel 205b, which is an example of the input unit, and the storage device 204 which is a storage unit via the OS 60. Is configured to do.

  The configuration shown in FIG. 7 is described assuming that the computer 200 is a smartphone and a tablet. However, when the computer 200 is a personal computer, a keyboard and a mouse are generally used as an input unit. However, it is not particularly limited. When the computer 200 is a wearable computer, for example, a microphone and a voice control program are used as the input unit, but there is no particular limitation.

<Basic processing flow>
Hereinafter, a basic processing flow in the problem management system 1 according to the present embodiment will be described. 8 to 10 are sequence diagrams showing a basic processing flow in the problem management system according to the present embodiment. In FIGS. 8 to 10, the user terminal is simply referred to as a terminal.

(A) Login First, login will be described. As shown in FIG. 8, first, in the user terminal A4, the chat application program 50 (see FIG. 7) transmits a login ID and a password (PW) to the server 2 and makes a login request (ST100). Next, in the server 2, when the login processing unit 301 (see FIG. 4) of the messenger processing engine 10 receives a login request from the user terminal A4, the login ID and password are output to the assignment management engine 20, and the user's Authentication is requested (ST101). On the other hand, the assignment management engine 20 refers to the user master 401 (see FIG. 6) (ST102), determines whether or not the received login ID and password match the information registered in the user master 401, Authenticate the user. If the user authentication result is correct, a notification to that effect (indicated as OK in FIG. 8) is output to messenger processing engine 10 (ST103). In response to this notification, the login processing unit 301 of the messenger processing engine 10 recognizes login from the user terminal A4 (ST104).

  Login requests from any of the user terminals A4, B5, B6 are processed in the same manner.

(B) Project Selection Next, project selection will be described. As shown in FIG. 8, when the login is performed as described above, the chat application program 50 (see FIG. 7) is sent to the server 2 on the user terminal A4 based on the user operation via the touch panel 205b. Then, a PJ information request for the project (PJ) is transmitted (ST105). The PJ information request includes, for example, the user ID of the user of the user terminal A4.

  Next, in the server 2, if the project information providing unit 302 (see FIG. 4) of the messenger processing engine 10 receives a PJ information request from the user terminal A4, the project management engine 20 acquires the project to which the user belongs. The request is output (ST106). This request includes at least a user ID. On the other hand, the assignment management engine 20 refers to the members master 403 and the project master 402 shown in FIG. 6 (ST107), and acquires project information associated with the user ID of the user of the user terminal A4. As a result of the acquisition, project information is output to the messenger processing engine 10 (ST108). The project information providing unit 302 transmits the input acquisition result to the user terminal A4 (ST109).

  In the user terminal A4, the chat application program 50 (see FIG. 7) displays at least a part of project information (for example, the name of the project) included in the acquisition result transmitted from the server 2 on the display 205a in a format such as a list. (ST110).

  Next, in the user terminal A4, when the chat application program 50 (see FIG. 7) accepts a project selection in response to a user operation performed via the touch panel 205b, the user selects the server 2 The project information is transmitted (ST111). The information on the selected project includes, for example, a user ID and a project ID. In the server 2, when the chat room management unit 303 (see FIG. 4) of the messenger processing engine 10 receives the information of the selected project from the user terminal A4, the information is output to the assignment management engine 20 to make an inquiry. Request for acquisition of (INQ) (ST112). On the other hand, the assignment management engine 20 refers to the inquiry (INQ) DB 404 using the user ID and the project (ST113), is registered in association with the project ID, and the user ID and the person in charge ID match. Get inquiry information. Thereafter, the inquiry information is output to the messenger processing engine 10 as an acquisition result (ST114). Chat room management section 303 of messenger processing engine 10 transmits the input acquisition result to user terminal A4 (ST115). Based on the received acquisition result, user terminal A4 displays a list screen of chat rooms corresponding to the inquiry on display 205a (ST116).

  Project information requests from any of the user terminals A4, B5, B6 are processed similarly.

  The project selection described above may be automatically performed without a user operation for a project preset in the chat application program 50 or a project set by the user.

(C) New inquiry Next, a new inquiry will be described. As shown in FIG. 9, in user terminal A4, chat application program 50 (see FIG. 7) accepts a new inquiry (INQ) instruction in response to a user operation performed via touch panel 205b (ST201). The new inquiry instruction is performed by, for example, a user operation on a new inquiry button or icon provided on the list screen, but is not particularly limited. When chat application program 50 accepts a new inquiry instruction, chat application program 50 notifies server 2 of the new inquiry (ST202).

  Next, in the server 2, when the chat room management unit 303 (see FIG. 4) of the messenger processing engine 10 receives a notification of a new inquiry from the user terminal A4, a chat room (CR) is newly opened (ST203). ), A notification to that effect is transmitted to the user terminal A4 (ST204).

  Next, in user terminal A4, chat application program 50 causes display 205a to display a chat room screen (ST205). Details of the chat room screen will be described later, and include, for example, a text input area for inputting chat information, a send button, a confirm button, and a chat balloon. The chat balloon is a balloon-like display mode provided for each utterance, and chat information is included in the balloon.

  Next, in the user terminal A4, the chat application program 50 inputs chat information to the text input area in response to a user operation performed via the touch panel 205b, and the transmission button is turned on (activated) (ST206). ) And the input chat information is transmitted to the server 2 (ST207). Further, the chat application program 50 causes the display 205a to newly generate a chat balloon on the screen of the chat room and display the chat information input therein.

  In the server 2, when the chat information transmitting / receiving unit 304 (see FIG. 4) of the messenger processing engine 10 receives the chat information from the user terminal A4, the chat information is stored in the storage device 104 (see FIG. 2) which is an example of a storage unit. Are stored (ST208).

  Subsequently, when chat input (ST209) is performed at user terminal A4, chat information is transmitted to server 2 (ST210), and chat information transmitting / receiving section 304 performs chat from user terminal A4. The information is received and chat information is stored in the storage device 104 (ST211). Such processing related to chat information (ST206 to ST208, ST209 to ST211) is repeated each time a chat input is performed on the user terminal A4.

  Next, in the user terminal A4, when the chat application program 50 (see FIG. 7) is turned on (activated) in response to a user operation performed via the touch panel 205b (ST212), an input completion declaration is made. Is transmitted to the server 2 (ST213).

  In the server 2, the chat information transmitting / receiving unit 304 of the messenger processing engine 10 inputs the chat information stored in the storage device 104 to the natural language processing engine 40 (see FIG. 2) in response to the input completion declaration and requests a summary. (ST214). The natural language processing engine 40 performs natural language processing on the input chat information, generates a summary (ST215), and inputs the result to the messenger processing engine 10 (ST216).

  Chat information transmitting / receiving section 304 transmits the input summary result to user terminal A4 (ST217). The chat information transmitting / receiving unit 304 stores the summary result in the storage device 104 that is an example of a storage unit.

  Next, in user terminal A4, chat application program 50 (see FIG. 7) causes display 205a to generate a new chat balloon on the screen of the chat room and display the summary result therein (ST218).

  The chat application program 50 is preferably configured so that the summary result display can be edited in response to a user operation via the touch panel 205b. In this case, chat application program 50 transmits the summary edit result to server 2 (ST219). In server 2, chat information transmitting / receiving section 304 of messenger processing engine 10 receives the summary edit result from user terminal A4 and replaces it with the summary result stored in storage device 104 (ST220).

  Next, in the user terminal A4, when the confirmation button is turned on (activated) in response to a user operation performed via the touch panel 205b in the chat application program 50 (see FIG. 7) (ST221), a confirmation notification is sent to the server. 2 (ST222).

  Thereafter, in the server 2, when the chat information transmitting / receiving unit 304 receives the confirmation notification, the chat information and the summary result stored in the storage device 104 are output to the assignment management engine 20 and a registration of an inquiry (INQ) is requested (ST223). .

  Upon receiving the inquiry registration request, the assignment management engine 20 automatically assigns a person in charge of a new inquiry (ST224). Details of the automatic assignment of the person in charge will be described later. In this example, a case where a user of the user terminal B5 is assigned as a person in charge will be described.

  Next, the assignment management engine 20 registers the assignment-related information of the new inquiry in the inquiry DB 404 based on the summary result and the assigned person in charge (ST225). Thereafter, the assignment management engine 20 transmits to the user terminal B5 a notice of a person in charge indicating that the person in charge of the new inquiry has been assigned (ST226). This notification is made by the task management engine 20 with reference to the inquiry DB 404 to the user terminal corresponding to the person-in-charge ID associated with the inquiry.

(D) Handling Next, dealing with an inquiry will be described. As shown in FIG. 10, first, in the user terminal B, the chat application program 50 (see FIG. 7) makes an inquiry in which the user of the user terminal B5 is in charge as described in ST116 of FIG. A list screen of chat rooms (CR) corresponding to is displayed on the display 205a (ST301).

  Chat application program 50 accepts a selection for one of the chat rooms included in the list screen in response to a user operation performed on the chat room list screen via touch panel 205b by the user (ST302). When the selection of the chat room is accepted, chat application program 50 transmits a request for chat information for the chat room to server 2 (ST303). This request includes at least the inquiry ID of the inquiry associated with the chat room.

  In the server 2, when the chat room management unit 303 (see FIG. 4) receives the chat information request from the user terminal B5, the chat room management unit 303 outputs an inquiry ID included in the chat information request to the assignment management engine 20, and Acquisition is requested (ST304).

  The assignment management engine 20 refers to the journal DB 405 shown in FIG. 6 using the input inquiry ID (ST305), and acquires chat information registered in association with the inquiry ID. As the acquisition result, at least one chat information is output to the messenger processing engine 10 (ST306). Chat room managing section 303 transmits the input acquisition result to user terminal B5 (ST307). In user terminal B5, chat application program 50 causes display 205a to display a chat room screen (ST308).

  Subsequent chat input (ST309, ST312), chat information transmission (ST310, ST313), chat information accumulation (ST311 and ST314), confirmation button ON (ST315), input completion declaration (ST316), summary request (ST317) ), Automatic summary (ST318), input of summary result (ST319), transmission of summary result (ST320), display of summary result (ST321), transmission of edit result (ST322), replacement of summary (S323), confirmation button Processing up to ON (ST324) and transmission of confirmation notification (ST325) is performed in the same manner as ST206 to ST212 described with reference to FIG.

  Thereafter, in the server 2, when the chat information transmitting / receiving unit 304 receives the confirmation notification from the user terminal B5, the chat information and the summary result stored in the storage device 104 are output to the problem management engine 20 and a registration of the countermeasure result is requested. (ST326).

  Upon receiving the response result registration request, the assignment management engine 20 registers the chat information and the summary result in the journal DB 405 (see FIG. 6) in association with the inquiry (ST327). Thereafter, the assignment management engine 20 transmits to the user terminal A4 a notification indicating that a response has been made to the inquiry made by itself (ST328).

  The case where various notifications are directly made to the user terminal from the server 2 has been described above. However, the server 2 may cause another server to perform notification to the user terminal.

<Automatic assignment of person in charge>
The automatic assignment of the person in charge in ST224 of FIG. 9 will be described. FIG. 11 is a flowchart showing each process of automatic assignment of a person in charge in the problem management system according to the present embodiment. As shown in FIG. 11, the assignment management engine 20 (see FIG. 4) first refers to the members master 403, and the priority order is based on the user priority order associated with the project for which a new inquiry has been made. The user ID of the Nth (initial value 1) user is acquired (S1). Next, using the acquired user ID, the user master 401 is referred to acquire the work status of the user corresponding to the user ID (S2).

  Here, in the server 2, the task management engine 20 may collect the operation history of the chat application program 50 executed on the user terminal, and determine, register, and update the work status of the user. In addition, the user's work status may be registered, updated by acquiring the user's work status in conjunction with the time management system that manages the user's time and the task management system 1. The means for acquiring the user's work status and registering and updating the user master 401 is not particularly limited.

  Next, the task management engine 20 determines whether or not the user is on duty based on the acquired work status (S3). If the user is at work (Yes in S3), the user is determined as the person in charge (S4). On the other hand, if the user is not working (No in S3), the priority N is incremented by 1 (S5), and the processes of S1 to S3 are repeated.

  Thus, in the problem management system 1 according to the present embodiment, the person in charge is automatically assigned when a new inquiry is made from the user terminal. This eliminates the need for assignment and thus reduces the time for new inquiries.

  However, the chat application program 50 may be provided with a function for selecting a person in charge so that the user can assign the person in charge. In this case, for example, the chat application program 50 requests the server 2 for information on the user assigned to the project corresponding to the new inquiry. This request includes the project ID. In the server 2, the messenger processing engine 10 (see FIG. 4) outputs a request for acquiring a person in charge including the project ID received from the user terminal to the assignment management engine 20. The assignment management engine 20 refers to the members master 403 using the project ID included in the received request, acquires the user ID of the user associated with the project ID, and further uses the user ID to the user master 401. To get the user's name. The assignment management engine 20 outputs the acquired user ID and name to the messenger processing engine 10. The messenger processing engine 10 transmits the input user ID and name to the user terminal. In the user terminal, the chat application program 50 displays the name of the person in charge as a list on the display 205a (see FIG. 7). In response to a user operation performed by the user via the touch panel 205b, the chat application program 50 transmits the user ID of the selected user to the server 2 if the selection of the person in charge is accepted. In the server 2, the messenger processing engine 10 outputs the received user ID to the assignment management engine 20. The assignment management engine 20 registers the input user ID in the inquiry DB 404 as a person-in-charge ID.

<Application example>
Hereinafter, the problem management system 1 according to the present embodiment is a logistics arrival work, dealing with inquiries among shippers, warehouse workers, and merchandise suppliers in charge of EC (electronic commerce) sites. The case where it is applied to will be described with an example.

(1) Price tag pasting work request FIG. 12 is a schematic diagram showing a first application example of the problem management system according to the present embodiment. As shown in FIG. 12, the server 2 (see FIG. 1) is connected to a user terminal A4 operated by a shipper and a user terminal B5 operated by a warehouse worker. The circled numbers in FIG. 12 correspond to the circled numbers in FIG. In FIG. 12, the user terminal is simply described as a terminal.

  FIG. 13 is an explanatory diagram showing communication in the first application example of the problem management system according to the present embodiment. As shown in FIG. 13, the shipper first instructs the price tag pasting operation as a new inquiry using the chat application program 50 (see FIG. 7) at the user terminal A4 (circle numeral 1).

  The instruction of the price tag pasting operation is performed as described in the above-mentioned “basic processing flow (c) new inquiry”.

  14 and 15 are schematic diagrams illustrating screen examples in the problem management system according to the present embodiment. As shown in FIG. 14, in the user terminal A4, the chat application program 50 causes the display 205a to display a chat room list screen 601 for an inquiry that the shipper is in charge. The list screen 601 includes a plurality of chat room headings 602. In the heading 602, a part of the task related information regarding the inquiry associated with the chat room is displayed. In this example, the heading 602 includes the name of the person in charge 602a, the inquiry summary 602b, and the inquiry registration time 602c. A registration date may be added to the registration time 602c.

  A project name 603 is displayed at the center of the upper end of the list screen 601. Further, a new inquiry button 604 is provided at the right end portion of the upper end portion of the list screen 601. When the user performs an operation on the new inquiry button 604, the chat application program 50 causes the display 205a to display a chat room screen for new inquiry as shown in FIG. In the chat room screen 610, a chat balloon including chat information received from the messenger processing engine 10 (see FIG. 4) of the server 2 is displayed on the left side, and chat information input by the user in the chat application program 50 is displayed on the right side. A chat balloon containing is displayed.

  The chat room screen 610 includes a text input area 611 for inputting text, an image input button 612 for inputting an image taken by the camera 206, a send button 613 for transmitting the input chat information, And a confirmation button 614 for confirming the completion of input and the summary result.

  First, the chat application program 50 causes the chat room screen 610 to display a chat balloon 615 including chat information transmitted from the server 2 and prompting an input of an inquiry. Next, the chat application program 50 accepts input of a plurality of chat information in response to a user operation on the text input area 611 and the image input button 612, and displays chat balloons 616a to 616c on the chat room screen 610.

  The chat balloons 615 and 616a to 616c may be accompanied by chat time of chat information as shown in FIG.

  Further, when the confirmation button 614 is turned on by the user, the chat application program 50 performs the input completion declaration and the automatic summarization of the chat information as described in ST212 to ST217 of FIG. 9, and the summary result is the user terminal A4. Sent to. Then, the chat application program 50 displays a chat balloon 617 including a summary result of the inquiry transmitted from the server 2 on the chat room screen 610. Chat balloon 617 includes a link 617a for transitioning to a screen for editing the summary result. When the link 617a is turned on (activated) by a user operation, the chat application program 50 makes the summary result editable and accepts editing work by the user.

  In the chat balloon 616b, an image obtained by photographing the barcode of the product is input as chat information and transmitted to the server 2. The barcode included in the image is converted into the natural language processing engine 40 (see FIG. 5). The image is recognized by the image recognition unit 509 and converted into a product ID (numbers or the like).

  Thereafter, when the user confirms the summary result and the confirmation button 614 is turned on, as described in ST221 to ST226 of FIG. 9, the assignment of the person in charge and registration to the inquiry DB 404 (see FIG. 6) for the new inquiry. Is done.

  Next, as illustrated in FIG. 13, the server 2 notifies the user terminal B5 of a new inquiry. When the warehouse worker is notified at the user terminal B5 using the chat application program 50 (circled number 2), the warehouse worker confirms the content of the new inquiry and performs the operation for starting the work (circled number 3).

  FIG. 16 is a schematic diagram illustrating a screen example in the problem management system according to the present embodiment. As shown in FIG. 16, for example, a swipe operation with a user's finger or the like is performed on one heading 620 out of a plurality of headings 602 displayed on the list screen 601, so that the heading 620 is moved to the left. The work start operation is performed by performing an operation of shifting, displaying the selectable objects 621 and 622 for changing the person in charge and starting the work, and then tapping the selectable object 622 for starting the work.

  Next, as shown in FIG. 13, the work result is input (circled number 4). The input of the work result is performed as described in the above “Basic processing flow (d) coping”. FIG. 17 to FIG. 20 are schematic diagrams showing screen examples in the problem management system according to the present embodiment. As shown in FIG. 17, in the user terminal B5, the chat application program 50 causes the display 205a to display a chat room list screen 601 corresponding to an inquiry in which the warehouse worker is in charge. The list screen 601 includes a plurality of chat room headings 602. If the heading 623 corresponding to the notified inquiry is selected from the plurality of headings 602, the chat application program 50 displays a chat room screen 624 for updating the inquiry as shown in FIG. 18 on the display 205a. Let The selection of the heading 623 can be performed by, for example, a tap operation with a user's finger or the like, but is not particularly limited.

  As shown in FIG. 18, the chat room screen 624 displays a chat balloon 625 including a summary of the inquiry transmitted from the server 2. The warehouse worker can confirm the contents of the inquiry by looking at the summary of the inquiry included in the chat balloon 625.

  Next, when the warehouse worker starts the requested work, for example, when chat information indicating that the work is started is input to the text input area 611 and the transmission button 613 is turned ON (activated), the chat application program 50 Transmits the input chat information to the server 2. In addition, as shown in FIG. 19, the chat application program 50 displays a chat balloon 626 a including chat information indicating that work has been started on the chat room screen 624.

  Next, when the warehouse worker performs the requested work and completes it, the work content is entered in the text input area 611 and the send button 613 is turned on (activated). Information is transmitted to the server 2. Further, as shown in FIG. 19, the chat application program 50 causes the chat room screen 624 to display a chat balloon 626 b including chat information of work contents.

  Further, when the confirmation button 614 is turned on by the user, the chat application program 50 performs the chat information input completion declaration and automatic summarization as described in ST315 to ST320 of FIG. 10, and the summary result is the user terminal B5. Sent to. Then, the chat application program 50 displays a chat balloon 627 including a summary result of the inquiry transmitted from the server 2 on the chat room screen 624. Chat balloon 627 includes a link 627a for transitioning to a screen for editing the summary result. When the link 627a is turned on (activated) by a user operation, the chat application program 50 makes the summary result editable and accepts editing work by the user.

  Thereafter, when the user confirms the summary result and the confirmation button 614 is turned on, as described in ST324 to ST327 of FIG. 10, the work result (handling result) is registered in the journal DB 405 (see FIG. 6). Done.

  Thereafter, as shown in FIG. 13, the server 2 notifies the user terminal A4 of the work result. When the shipper receives the notification using the chat application program 50 in the user terminal A4 (circled number 5), the shipper confirms the contents of the work result. The contents of the work result are confirmed, and if there is no problem, the shipper uses the chat application program 50 to close the inquiry (circle numeral 6).

  As shown in FIG. 20, in the user terminal A4, for example, a swipe operation with a user's finger or the like is performed on one heading 630 among the plurality of headings 602 displayed on the list screen 601, and the heading 623 is moved to the right. By shifting in the direction, a selectable object 631 for completion of work is displayed, and then a tap operation is performed on the selectable object 631, thereby performing an inquiry closing operation.

  FIG. 21 is a sequence diagram showing processing for changing the status of an inquiry in the problem management system according to the present embodiment. In FIG. 21, the user terminal is simply referred to as a terminal. As shown in FIG. 21, in the user terminal B5, if the chat application program 50 receives the work start operation described with reference to FIG. 16 as described above (ST401), a notification to that effect (work start notification) ) To the server 2. The work start notification includes, for example, an inquiry ID.

  In the server 2, the chat room management unit 303 (see FIG. 4) of the messenger processing engine 10 outputs the inquiry ID included in the work start notification received from the user terminal B5 to the assignment management engine 20, and changes the status. Request (ST403). The assignment management engine 20 changes the status (progress status) item of the inquiry DB 404 (see FIG. 6) from the draft (0) to the work start (1) using the input inquiry ID (ST404). At the same time, the task management engine 20 records the current time in the date / time item of the inquiry DB 404 and performs time stamping (ST405). Thereafter, the assignment management engine 20 outputs the status change processing result to the messenger processing engine 10 (ST406). Chat room management section 303 of messenger processing engine 10 transmits the input processing result to user terminal A4 (ST406). In user terminal A4, when receiving the processing result, chat application program 50 updates list screen 601 shown in FIG. 16 (ST408). The update of the list screen 601 is, for example, changing the background color of the heading 620 corresponding to the inquiry for which work has been started, but is not particularly limited.

  On the other hand, if a close operation is accepted (ST410), a notification to that effect (close notice) is transmitted to server 2 (ST411). The close notification includes, for example, an inquiry ID.

  In the server 2, the chat room management unit 303 (see FIG. 4) of the messenger processing engine 10 outputs the inquiry ID included in the close notification received from the user terminal A4 to the assignment management engine 20, and requests a status change. (ST412). The assignment management engine 20 changes the status (progress status) item of the inquiry DB 404 (see FIG. 6) from work start (0) to closed (9) using the input inquiry ID (ST413). At the same time, the assignment management engine 20 records the current time in the date / time item of the inquiry DB 404 and performs a time stamp (ST414). Thereafter, the assignment management engine 20 outputs the status change processing result to the messenger processing engine 10 (ST415). Chat room management section 303 of messenger processing engine 10 transmits the input processing result to user terminal A4 (ST416). In user terminal A4, when receiving the processing result, chat application program 50 updates list screen 601 shown in FIG. 17 (ST417). The update of the list screen 601 is, for example, deleting the heading 630 corresponding to the closed inquiry from the list screen 601, but is not particularly limited.

  As described above, the shipper only changes the status (progress status) of the inquiry registered in the inquiry DB 404 by causing the problem management engine 20 to operate the chat room header 630 associated with the inquiry. be able to. Further, since the task management engine 20 performs time stamps (ST405, ST414) when the status is changed, the time required from the start of work to the close (days, time, etc.) is calculated and registered in the inquiry DB 404. You may do it. Using this required time, for example, the required time for each project can be totaled weekly or monthly.

(2) Out-of-stock report FIG. 22 is a schematic diagram illustrating a second application example of the problem management system according to the present embodiment. As shown in FIG. 22, the server 2 (see FIG. 1) includes a user terminal A4 operated by a shipper, a user terminal B5 operated by a warehouse arrival person, a user terminal C6 operated by a supplier reception person, and a supplier merchandise person Is connected to the user terminal D7 operated. The circled numbers in FIG. 22 correspond to the circled numbers in FIG. In FIG. 22, the user terminal is simply described as a terminal.

  FIG. 23 is an explanatory diagram showing communication in the second application example of the problem management system according to the present embodiment. As shown in FIG. 23, first, the warehouse arrival person reports the number of actual arrivals as a new inquiry using the chat application program 50 (see FIG. 7) at the user terminal B5 (circled number 1).

  The report of the actual number of arrival is performed as described in the above-mentioned “basic processing flow (c) new inquiry”.

  Next, the user terminal A4 is notified of the report of the actual number of arrivals (circle number 2). When the shipper receives a notification using the chat application program 50 in the user terminal A4 (circled number 2), the shipper confirms the contents of the report of the number of arrivals and inputs an additional comment, and then receives the supplier. Change the person in charge (circle number 3).

  The charge change is performed as follows. FIG. 24 is a schematic diagram illustrating a screen example in the problem management system according to the present embodiment. FIG. 25 is a sequence diagram showing a charge change process in the problem management system according to the present embodiment. In FIG. 25, the user terminal is simply referred to as a terminal. As shown in FIG. 25, first, the shipper performs an operation of selecting a charge change using the chat application program 50 in the user terminal A4 (see FIG. 22) (ST501). More specifically, as shown in FIG. 16, a heading 620 out of a plurality of headings 602 displayed on the list screen 601 is displayed, for example, by performing a swipe operation with a user's finger or the like. 620 is shifted to the left to display selectable objects 621 and 622 for changing the charge and starting work, and then performing an operation of tapping the selectable object 621 for changing the charge, thereby changing the charge of the inquiry. A selection is made.

  If the change in charge is selected in this way, in user terminal A, chat application program 50 displays a change-in-charge screen 651 on display 205a as shown in FIG. 24 (ST502). The charge change screen 651 includes a pull-down menu 652 for selecting a charge person and a change confirmation button 653. The shipper operates pull-down menu 652 to display selectable persons in charge, selects a supplier reception person in charge, turns on (activates) change confirmation button 653, and changes the person in charge (ST503).

  Thus, if the person in charge is selected, the chat application program 50 transmits, for example, a person in charge change notification including the user ID of the person in charge to the server 2 (ST504). In the server 2, the chat room management unit 303 (see FIG. 4) of the messenger processing engine 10 outputs the user ID included in the notification of change in charge received from the user terminal A4 to the assignment management engine 20, and requests the change of charge. (ST505). The assignment management engine 20 changes the person in charge (progress status) item of the inquiry DB 404 (see FIG. 6) using the input user ID (ST506). Thereafter, the assignment management engine 20 outputs the processing result of the change in charge to the messenger processing engine 10 (ST507). The processing result may include the name of the person in charge as information on the person in charge after the change. Chat room management section 303 of messenger processing engine 10 transmits the input processing result to user terminal A4 (ST508). In user terminal A4, when receiving the processing result, chat application program 50 updates list screen 601 shown in FIG. X (ST509). The update of the list screen 601 is, for example, changing the name of the person in charge of the heading 620 corresponding to the inquiry that has been changed in charge, but is not particularly limited.

  Furthermore, the assignment management engine 20 transmits a person-in-charge notice to the user terminal C6 used by the supplier receptionist assigned to the new person-in-charge (ST510).

  When the charge change is performed in this manner, as shown in FIG. 23, the supplier reception charge is notified at the user terminal C6 using the chat application program 50 (circled number 4), and the chat information input by the shipper is received. Confirm the contents, and change the charge to the supplier product charge (circle number 5). The change in charge here is also performed as described above.

  Next, the supplier product person in charge receives notification using the chat application program 50 at the user terminal D7 (circle numeral 6), confirms the content of the chat information input by the shipper, and inputs the reason for the shortage and the response as chat information. (Circle number 7). In response to this, the server 2 transmits a notification to the user terminal B5 in charge of warehouse arrival.

  Thereafter, the warehouse arrival person receives a notification using the chat application program 50 at the user terminal B5 (circled number 8), confirms the content of the chat information from the supplier product person in charge, and implements the reason for the shortage. The close process is performed (circle numeral 9). The close process is performed in the same manner as described in the first application example.

  As described above, the user only performs an operation on the chat room header 620 associated with the inquiry from the shipper to the supplier receptionist and from the supplier receptionist to the product person in charge. The assignment management engine 20 can change the person-in-charge ID registered in the inquiry DB 404.

<Application example>
As described above, the problem management system 1 according to the present embodiment has been described as an example in which the problem management system 1 is applied to logistics arrival work. However, as described below, the problem management system 1 can be applied to communication between persons in charge in various commercial transactions and sharing of problems. can do.

(1) Business negotiation (EC)
For example, it can be applied when a new product is developed by a supplier and a sales person in charge of the supplier proposes a new product to a buyer of an EC site. In this example, it is also possible to specify a catch phrase creator and an EC site registrant as a reference and share information.

  Here, the referrer refers to a user other than the person in charge who can refer to the chat room and refer to the child chat information. A reference ID is provided in the inquiry DB 404 (see FIG. 6), and the user ID of the reference is registered. In the server 2, the assignment management engine 20 is registered in association with the project ID with reference to the inquiry DB 404 (see FIG. 6) in response to the inquiry acquisition request (ST112), as shown in FIG. In addition to the inquiry information in which the user ID and the person-in-charge ID match, the inquiry information in which the user ID and the reference person ID match is acquired and output to the messenger processing engine 10. Thereby, in the user terminal, the chat application program 50 displays the heading 602 on the list screen 601 (see FIG. 17) for the inquiry that the user is a referrer, similarly to the inquiry that is the person in charge. When the user performs an operation of selecting the heading 602, a chat room screen 624 (see FIG. 18) including chat information associated with the inquiry is displayed on the display 205a. Thereby, the referrer can also see the chat information.

(2) Call center For example, it can be applied to contact to a call center when a machine used in a warehouse breaks down. In this case, the natural language processing engine 40 (see FIG. 1) can automatically determine that “line stop” is the keyword “there is site influence”. In addition, a maintenance contract master is provided in the database 30 (see FIG. 1), and the problem management engine 20 refers to the maintenance contract master to acquire contract contents. Thus, for example, based on maintenance maintenance conditions (for example, handling only from 9:00 to 17:00 on weekdays, 24-hour emergency response, etc.) and the date and time of the inquiry, the customer engineer is notified of the inquiry, and the warehouse You can decide whether to go straight to.

(3) Sales In sales activities, it can be applied to report from sales staff to superiors and department heads. For example, a visit schedule DB or customer list master can be provided in the database 30 (see FIG. 1), and report contents can be automatically generated from chat information. For example, if the natural language processing engine 40 presents an estimate to the customer from the sales representative to the senior manager, a report indicating that a complaint has been received is generated, or the current contract content (under 20 million yen contract) ) And can add a department manager in addition to the report manager based on whether the customer is a large customer.

  Moreover, although each embodiment of the present invention has been described, as another embodiment of the present invention, the above embodiments may be combined in whole or in part.

  The embodiments of the present invention are not limited to the above-described embodiments, and various changes, substitutions, and modifications may be made without departing from the spirit of the technical idea of the present invention. Furthermore, if the technical idea of the present invention can be realized in another way by technological advancement or another derived technique, the method may be used. Accordingly, the claims cover all embodiments that can be included within the scope of the technical idea of the present invention.

  In the above embodiment, the server 2 includes the messenger processing engine 10, the problem management engine 20, and the natural language processing engine 40. However, a plurality of servers execute messenger processing, problem management, and natural language processing, respectively. Alternatively, any two of these processes may be executed by one server, and the remaining processes may be executed by another server. A plurality of servers may cooperate to execute one process.

  In this embodiment, the text chat has been described as an example, but the present invention can also be applied to voice chat and video chat.

  In the present embodiment, in the item “(c) New inquiry”, the user uses the chat application program 50 (see FIG. 7) on the user terminal to make an inquiry in a free format on the chat room screen. When the contents are input as text or the like, in the server 2, the natural language processing engine 40 (see FIG. 1) performs natural language processing on the input chat information, generates a summary, and the problem management engine 20 (see FIG. 1). However, based on the summary result, the related information of the new inquiry is registered in the inquiry DB 404 (see FIG. 4). However, without using the natural language processing engine, it is possible to generate at least related information of the inquiry based on at least one of the chat information input to the chat room, and input it to the problem management engine 20 to register it in the inquiry DB 404. Good.

  For example, it may be performed by a dialog between the server 2 and the user in a chat room in an interactive format using a wizard. More specifically, in the server 2, chat information (for example, “input subject” is input to the project information providing unit 302 (see FIG. 4) that prompts the user to input one piece of related information (for example, the subject of the inquiry). Please send ") to the user terminal. This chat information is stored in advance in the memory 103 (see FIG. 2) or the storage device 104 which is the storage unit of the server 2, and the project information providing unit 302 transmits the same to the user terminal based on the wizard information stored in advance. It is configured as follows.

  In the user terminal, the chat application program 50 causes the chat room screen to display a chat balloon including chat information that is transmitted from the server 2 and prompts the user to input an inquiry. Next, the chat application program 50 accepts an input of chat information in response to a user operation on the text input area 611 and transmits it to the server 2. By repeating such processing for each item of inquiry related information, necessary inquiry related information is transmitted from the user terminal to the server 2 and registered in the inquiry DB 404.

  In the present embodiment, the configuration in which the present invention is applied to management of dealing with problems in commercial activities has been described. However, the present invention is not limited to commercial activities in which benefits can be obtained by integrating communication between parties and problem management. It can also be applied to issue management.

  As described above, for example, it is useful for a problem management system that solves problems while sharing problems in commercial activities.

DESCRIPTION OF SYMBOLS 1 Problem management system 2 Server 3 Network 4, 5, 6, 7 User terminal 10 Messenger processing engine (messenger processing device)
20 assignment management engine (issue management device)
30 Database 40 Natural language processing engine (natural language processing device)
50 Chat application program 101 Server control unit (messenger control unit)
200 Computer 201 Terminal Control Unit 205 Touch Panel Display (Display Unit, Input Unit)
301 login processing unit 302 project information providing unit 303 chat room managing unit 304 chat information transmitting / receiving unit 401 user master 402 project master 403 members master 404 inquiry database (issue management database)
405 Journal database (chat information database)
501 Word segmentation unit 502 Word extraction unit 503 Synonym conversion unit 504 Summary creation unit 505 Technical term dictionary 506 Stop word dictionary 507 Synonym dictionary 509 Image recognition unit 601 List screens 602, 620, 623, 630 Headings 610, 624 Chat room screen 615, 616a, 616b, 616c, 617, 625, 626a, 626b, 627 Chat balloon 651 Change charge screen

Claims (5)

In a problem management system comprising a plurality of nodes, a messenger processing apparatus for exchanging chat information input from the plurality of nodes, and a problem management apparatus including a problem management database,
The messenger control unit provided in the messenger processing device,
One chat room is established for one of the tasks, in which at least two of the plurality of nodes can interact,
Based on at least one of the chat information input to the chat room, at least task-related information related to the task is generated, and the task-related information is input to the task management device and registered in the task management database. And
In response to the issue related information, the chat information is registered in a chat information database,
The plurality of nodes includes at least one user terminal;
The terminal control unit provided in the user terminal is
Displaying a list screen including at least one headline of the chat room corresponding to the assignment registered in the assignment management database on a display unit; and
The chat information input to the chat room corresponding to the heading is displayed on the display unit based on a user operation performed on the heading included in the list screen performed via the input unit. An issue management system.   The assignment management system according to claim 1, wherein the assignment related information is generated by a language processing device.   The problem management system according to claim 1, wherein at least one of the chat information transmitted from the user terminal is shaped, and the result of the shaping is included in the heading.   In the messenger processing device, the messenger control unit, based on the user operation performed on the heading at the user terminal, displays a progress status included in the task related information corresponding to the heading, as the task management. The problem management system according to any one of claims 1 to 3, wherein the apparatus is changed. In the messenger processing device, the messenger control unit, based on the user operation performed on the heading at the user terminal, information on a person in charge included in the task related information corresponding to the heading, The problem management system according to claim 1, wherein the problem management apparatus is changed.

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