JP2018022217A - Knowledge search device, knowledge search method and knowledge search program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To reduce a time required for identifying a knowledge related to an inquiry content.SOLUTION: A knowledge search device 10 stores knowledge information in which, a knowledge, a search number of the knowledge, a use number of the knowledge, tendency information indicating a tendency of an inquiry in the knowledge, and an evaluation value are associated. The knowledge search device 10 stores respondent information indicating an experience value and an evaluation value of a response for every technical field of each respondent. When the knowledge search device 10 receives an input of the inquiry, dispatch of a response work is performed to a respondent whose experience value and the evaluation value of the response in the technical field of the inquiry, are high. The knowledge search device 10 refers to the knowledge information, then presents the knowledge which matches a keyword included in the inquiry, the search number and use number are large, the tendency of the inquiry is similar to the tendency indicated by the tendency information and has high evaluation value, to the respondent.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a knowledge search device, a knowledge search method, and a knowledge search program.

  Conventionally, for inquiries registered by the questioner (inquiry person) by e-mail or the Web, the computer searches the knowledge consisting of manuals, past cases, etc. and automatically responds, or utilizes the knowledge searched by the respondent Answering has been done. Here, when the computer searches for knowledge, keywords have been acquired by means of semantic analysis of sentences and words included in the inquiry, and the full text search of knowledge has been performed.

JP 2002-189837 A

  As described above, when the computer performs a full-text search of knowledge, a considerable number of unnecessary knowledge is included, and it takes time to identify the necessary knowledge. Here, in order to reduce the time required for the computer to specify the knowledge, a method of recording the number of searches for each knowledge in the past and selecting a knowledge with a high search frequency has been proposed. However, knowledge with high search frequency is not necessarily necessary knowledge, and it still takes time to identify the necessary knowledge. Therefore, an object of the present invention is to solve the above-described problems and reduce the time required for specifying knowledge relating to inquiry contents.

  In order to solve the above-described problem, the present invention provides a knowledge search device for searching for knowledge that is an inquiry and an answer thereof, the knowledge, the usage record in which the knowledge is used as a reference for an answer by a respondent, and the knowledge. Trend information indicating the tendency of inquiries, knowledge information in which evaluation values for the answers in the knowledge are associated, and for each respondent, the field to which the answer answered by the respondent belongs, and the inquiry of the field A storage unit that stores respondent information associated with an evaluation value for an answer, an inquiry reception unit that receives an input of an inquiry, a field to which the inquiry belongs, and an evaluation value of an answer to an inquiry in the field in the respondent information A respondent selection unit that selects respondents to the inquiry based on the height of A keyword search unit that searches for knowledge that matches the keyword included in the inquiry with reference to the knowledge information, a usage record of the searched knowledge, a tendency of the received inquiry, and a tendency of the searched knowledge Based on the similarity to the tendency of the inquiry indicated in the information and the height of the evaluation value for the answer of the knowledge, the narrowing-down part that narrows down the searched knowledge, and the input to the selected respondent Inquiry and knowledge output unit for outputting the narrowed-down knowledge, and the input from the respondent to the effect that the knowledge was referred to in creating the answer to the inquiry, use in the knowledge information of the knowledge From the usage record update unit that updates the record and the inquirer who made the inquiry, When the evaluation value for the answer is input, the evaluation value for the field to which the inquiry belongs is updated in the respondent information of the respondent who made the answer, and the knowledge information of the knowledge referenced in the creation of the answer is updated. And an evaluation value updating unit for updating the evaluation value.

  According to the present invention, it is possible to reduce the time required to specify the knowledge about the inquiry content.

FIG. 1 is a diagram for explaining an outline of a knowledge search apparatus. FIG. 2 is a diagram illustrating a configuration example of the knowledge search apparatus. FIG. 3 is a flowchart showing a processing procedure from the knowledge search by the knowledge search device to the updating of the experience value of the respondent information. FIG. 4 is a flowchart showing the procedure for analyzing the inquiry form by the knowledge search apparatus. FIG. 5 is a flowchart showing a procedure for reflecting evaluation values by the knowledge search device. FIG. 6 is a diagram illustrating a computer that executes a knowledge search program.

  Hereinafter, embodiments (embodiments) for carrying out the present invention will be described with reference to the drawings.

(Overview)
First, the outline of the knowledge search apparatus 10 of this embodiment will be described with reference to FIG. The knowledge search device 10 manages knowledge information ((1)). This knowledge information is information in which inquiry contents and answers (knowledge) are associated with the number of searches, the number of uses, trend information, technical fields, evaluation values, and the like of the knowledge. This knowledge information is registered in a knowledge information DB (database) (see FIG. 2) of the knowledge search device 10.

  Moreover, the knowledge search apparatus 10 manages respondent information ((2)). The respondent information is information in which, for each respondent to the inquiry, the technical field of the inquiry answered by the respondent and the evaluation value, the experience value, and the like for the answer to the inquiry in the technical field are associated with each other. This respondent information is registered in the respondent information DB (see FIG. 2) of the knowledge search apparatus 10.

  When the knowledge search apparatus 10 receives an input of an inquiry from a respondent ((3)), for example, a respondent with a high experience value and evaluation value regarding the technical field is selected with reference to the respondent information ((4)). . For example, the knowledge search apparatus 10 selects the respondent A from the respondents A to C. The knowledge search device 10 matches the content of the input inquiry, has a large number of searches and uses, has a similar tendency (for example, a tendency such as the attribute of the inquirer and the inquiry time), and the evaluation value Search for high knowledge and output ((5)). For example, the knowledge search device 10 outputs the inquiry received in (3) and the searched knowledge to the terminal of the respondent selected in (4).

  The respondent selected in (4) creates an answer to the inquiry while referring to the knowledge output in (5). Then, the knowledge search device 10 presents an answer to the inquiry to the inquirer by Web or mail. The respondent registers the inquiry and the inquiry form (see FIG. 2) indicating the answer in the knowledge search apparatus 10. Furthermore, the knowledge search apparatus 10 updates the experience value in the answer information regarding the respondent.

  Thereafter, when the knowledge search device 10 receives an input of an evaluation value for the answer from the inquirer ((6)), the knowledge search device 10 converts the evaluation value input in (6) into knowledge information and respondent information. Reflect ((7)).

  For example, the knowledge search device 10 reflects the evaluation value input from the inquirer in the knowledge information of the knowledge that is referred to when creating the answer to be evaluated. In addition, the knowledge search device 10 reflects the input evaluation value in the technical field evaluation value of the answer in the respondent information regarding the respondent who created the answer. And when the knowledge search device 10 receives a new inquiry, the respondent information is selected by referring to the respondent information after the evaluation value and the experience value are updated, and after the evaluation value is updated. Search knowledge by referring to knowledge information.

  As described above, the knowledge search apparatus 10 selects respondents who have high empirical values and high evaluation values for answers related to the technical field of the inquiry. That is, the knowledge search device 10 can dispatch an answer operation to an answerer who has mastered an answer to an inquiry in the technical field. Further, the knowledge search device 10 searches for knowledge in consideration of the contents of the inquiry, the number of searches, the number of uses, the tendency of the inquiry, the evaluation value, and the like, and presents the knowledge to the respondent. Thereby, the knowledge search device 10 can provide the respondent with knowledge that is more suitable for the content of the inquiry and that is highly evaluated by the inquirer. As a result, the time required for the respondent to specify the knowledge related to the inquiry can be reduced.

(Constitution)
Next, the configuration of the knowledge search device 10 will be described with reference to FIG. The knowledge search device 10 includes an input / output unit 11, a storage unit 12, and a control unit 13. The input / output unit 11 controls an interface for data input / output with an external device. The storage unit 12 stores various data referred to when the control unit 13 searches for knowledge. The control unit 13 controls the entire knowledge search apparatus 10, and here mainly selects the respondent of the inquiry, searches for knowledge used for the answer, and the like.

  The storage unit 12 will be described in detail. The storage unit 12 stores a knowledge information DB and a respondent information DB.

  As described above, the knowledge information DB stores one or more pieces of knowledge information, and the knowledge information is information that associates the knowledge with the number of searches, the number of uses, the trend information, the technical field, the evaluation value, and the like of the knowledge. is there.

  The number of searches and the number of uses in the knowledge information may be the number of times in the most recent predetermined period (for example, the past month, the past year, etc.), the number of times per unit time, or the search (or use) time. May be an average value of all of the above, an average of the most recent predetermined period, or a latest value. In addition, the trend information is information indicating a tendency related to an inquiry, and includes, for example, an attribute of an inquirer, a tendency such as an inquiry time, and the like. Further, the evaluation value in the knowledge information is an evaluation value by the inquirer for the answer in the knowledge.

  The respondent information DB is information in which, for each respondent of an inquiry, the technical field to which the inquiry answered by the respondent in the past belongs and the evaluation value for the answer to the inquiry in the technical field.

  Next, the control unit 13 will be described in detail. The control unit 13 includes an inquiry reception unit 130, an answerer selection unit 131, a keyword search unit 132, a narrowing unit 133, a knowledge output unit 134, a search frequency update unit (search result update unit) 135, an inquiry vote Registration unit 136, use frequency update unit (use result update unit) 137, experience value update unit 138, trend analysis unit 139, trend information recording unit 140, evaluation value reception unit 141, and evaluation value update unit 142 With.

  The inquiry receiving unit 130 receives an inquiry input via the input / output unit 11. This inquiry is input from, for example, a respondent's terminal device. In addition to the content of the inquiry (question), this inquiry includes information such as the attribute of the inquirer (for example, age, gender, occupation, region, etc.), inquiry time, and the like.

  The respondent selection unit 131 identifies a technical field to which the inquiry belongs from a keyword or the like included in the inquiry received by the inquiry reception unit 130. Then, the answerer selection unit 131 refers to the answerer information DB and selects an answerer who has a high evaluation value and high experience value for the answer to the inquiry in the specified technical field. For example, the respondent selection unit 131 selects a respondent who has a high evaluation value and high experience value for an answer to an inquiry in the specified technical field. In addition, the respondent selection unit 131 may select a respondent who has the highest evaluation value with respect to the experience value for the answer to the inquiry in the specified technical field.

  The keyword search unit 132 refers to the knowledge information DB using a keyword included in the received inquiry, and searches for knowledge that matches the keyword and knowledge that matches the technical field of the inquiry.

  The narrowing-down unit 133 includes the number of searches indicated by the knowledge information of the knowledge searched by the keyword search unit 132, the number of uses, the degree of similarity between the tendency of inquiry and the trend information indicated by the knowledge information, and the evaluation value Narrow down the knowledge based on the height of the. For example, the narrowing-down unit 133 has the number of searches and the number of uses indicated in the knowledge information of the knowledge searched by the keyword search unit 132 equal to or greater than a predetermined value, and the similarity between the tendency of inquiry and the trend information indicated in the knowledge information is The knowledge whose height is a predetermined value or more and whose evaluation value is a predetermined value or more is narrowed down.

  For example, the narrowing-down unit 133 has a relatively large number of searches and uses among the knowledge information of the searched knowledge, and the attributes of the inquirer and the inquiry time, and the attributes of the inquirer indicated in the trend information. Narrow down to knowledge that has a relatively high degree of similarity to the tendency of inquiry time and a relatively high evaluation value.

  The narrowing-down unit 133 may narrow down the knowledge using any of the number of searches, the number of uses, the trend information, and the evaluation value in the knowledge information, or may narrow down the knowledge using a combination thereof.

  The knowledge output unit 134 outputs the knowledge narrowed down by the narrowing-down unit 133 via the input / output unit 11. The knowledge output unit 134 outputs, for example, the knowledge narrowed down by the narrowing-down unit 133 to the respondent's terminal selected by the respondent selection unit 131.

  The search count updating unit 135 increases the number of searches in the knowledge information of the knowledge output by the knowledge output unit 134. For example, the search count update unit 135 increments the search count in the knowledge information of the knowledge narrowed down by the narrowing-down unit 133 by one.

  When the inquiry form registration unit 136 receives an input of an inquiry form from the respondent via the input / output unit 11, the inquiry form registration unit 136 registers the inquiry form in the storage unit 12. In addition to the contents of the inquiry and the answer, the inquiry form includes information such as identification information of the knowledge, the attribute of the inquirer, and the inquiry time, if there is a reference knowledge.

  When there is an input indicating that the knowledge in the knowledge information DB is referred to, the usage count updating unit 137 increases the usage count in the knowledge information of the knowledge. For example, if the identification information of the knowledge in the knowledge information DB is included in the “referenced knowledge” column of the input inquiry form, the usage count updating unit 137 sets the usage count in the knowledge information of the knowledge to 1 increase.

  The experience value updating unit 138 increases the experience value of the respondent information of the respondent in the respondent information DB when the respondent creates a reply to the inquiry and registers the inquiry vote in the storage unit 12. For example, the experience value update unit 138 increments the experience value related to the technical field of the inquiry by 1 in the respondent information of the respondent.

  The trend analysis unit 139 analyzes the tendency of inquiries received by the knowledge search apparatus 10 in the past. For example, the trend analysis unit 139 refers to the inquiry form accumulated in the storage unit 12 and displays the tendency of the attribute of the inquirer, the tendency of the inquiry time, etc. for each inquiry content (or knowledge used for answering the inquiry). Statistical analysis.

  The trend information recording unit 140 records the result of the analysis by the trend analysis unit 139 in the trend information in the knowledge information. For example, if the inquiry form includes identification information of the referenced knowledge in the inquiry form, the trend information recording unit 140 adds the trend information of the knowledge information corresponding to the identification information to the result of the analysis by the trend analysis unit 139. Record. Further, if there is knowledge in the knowledge information DB regarding the inquiry content similar to the inquiry content shown in the inquiry vote as the analysis target, the trend information recording unit 140 adds the trend information of the knowledge information of the knowledge to the trend analysis unit 139. Record the results of the analysis.

  The evaluation value receiving unit 141 receives an input of an evaluation value for an answer to the inquiry from the inquirer. For example, the evaluation value receiving unit 141 receives an input of an evaluation value for the answer via a website where the inquirer registers a question and displays the answer.

  When the evaluation value for the answer is input from the inquirer, the evaluation value update unit 142 reflects the evaluation value in the evaluation value for the technical field to which the answer belongs in the respondent information of the respondent who made the answer. To do. For example, the evaluation value update unit 142 adds the input evaluation value to the evaluation value for the technical field to which the answer belongs in the answerer information of the answerer. Further, the evaluation value update unit 142 reflects the evaluation value on the evaluation value of the knowledge information related to the answer. For example, the evaluation value update unit 142 reflects the input evaluation value on the evaluation value of the knowledge information of the knowledge used (referenced) for the answer.

  According to such a knowledge search device 10, it is possible to provide knowledge that is more suitable for the contents of the inquiry to respondents who have mastered the answers in the technical field of the inquiry. As a result, the time required for the respondent to specify the knowledge related to the inquiry can be reduced.

(Processing procedure)
Next, with reference to FIG. 3, a description will be given of a processing procedure after the knowledge search device 10 searches for knowledge that matches the inquiry and the respondent answers using the knowledge, and then updates the experience value of the respondent information. .

  First, the inquiry reception unit 130 of the knowledge search apparatus 10 receives an input of an inquiry from a respondent (S10). Next, the respondent selection unit 131 selects a respondent who has a high experience value and evaluation value regarding the technical field of the inquiry received by the inquiry reception unit 130 (S11). For example, the respondent selection unit 131 specifies the technical field to which the inquiry belongs from the keyword included in the inquiry. Then, the respondent selection unit 131 refers to the respondent information DB and selects respondents with high experience values and high evaluation values for answers to inquiries in the specified technical field.

  Next, the keyword search unit 132 refers to the knowledge information DB and searches for knowledge that matches the keyword included in the inquiry received in S11 (S12).

  Then, the narrowing-down unit 133 has a high degree of similarity to the number of searches and usages indicated in the knowledge information of the knowledge searched in S12, a tendency of inquiry (trend information), and a high evaluation (evaluation value). Based on this, the knowledge is narrowed down (S13). For example, the narrowing-down unit 133 refers to the knowledge information, and the knowledge searched in S12 has a large number of searches and uses, and the inquiry tendency of the knowledge in which the attribute and inquiry time of the inquirer are indicated in the trend information. Narrow down to knowledge that is similar and has a high evaluation value. Then, the knowledge output unit 134 outputs the knowledge narrowed down in S13 (S14). Further, after S14, the search count updating unit 135 increases the search count of the knowledge output in S14 (S15). That is, the search number update unit 135 increases the number of searches in the knowledge information of the knowledge narrowed down by the narrowing unit 133.

  In this way, the knowledge search device 10 searches for knowledge and outputs it in consideration of the number of searches for the knowledge, the number of uses, the tendency of inquiries in the knowledge, and the height of the knowledge evaluation value. Therefore, the respondent can obtain knowledge that matches the contents of the inquiry and has a high evaluation. As a result, the respondent can reduce the time required to specify the knowledge regarding the inquiry content.

  After S15, when the inquiry form registration unit 136 receives an input of an inquiry form (for example, the inquiry entered in S11 and its answer) from the respondent, the inquiry form registration unit 136 registers the inquiry form in the storage unit 12 (S16). If there is information on the referenced knowledge in this inquiry form (Yes in S17), the use count updating unit 137 increases the number of use of the referenced knowledge (S18). For example, if the inquiry form includes identification information of the referred knowledge, the usage count updating unit 137 increments the usage count in the knowledge information of the knowledge by one. On the other hand, if there is no knowledge information referred to in the inquiry form (No in S17), the process proceeds to S19 without performing the process of S18. By doing in this way, the knowledge search device 10 can record the usage status of the knowledge in the knowledge information.

  Further, the experience value updating unit 138 increases the experience value of the respondent information of the respondent in the respondent information DB after S18 (S19). For example, the experience value update unit 138 increments the experience value of the answer regarding the technical field of the inquiry by 1 in the respondent information of the respondent. By doing in this way, the knowledge search device 10 can record in the respondent information how much the respondent has an answer to an inquiry in which technical field.

  Next, the procedure for analyzing the inquiry form by the knowledge search apparatus 10 will be described with reference to FIG. The trend analysis unit 139 of the knowledge search device 10 analyzes the inquiry form accumulated in the storage unit 12 (S21). For example, when a predetermined amount of inquiry vote is accumulated in the storage unit 12, the trend analysis unit 139 determines the tendency of the inquirer's attribute and inquiry for each inquiry content (or knowledge used for answering the inquiry). Statistical analysis of time trends.

  And the tendency information recording part 140 records the result of the analysis in S21 on the tendency information of the knowledge regarding the inquiry shown in an inquiry vote (S22). For example, if the inquiry form includes identification information of the referenced knowledge in the inquiry form, the trend information recording unit 140 adds the trend information of the knowledge information corresponding to the identification information to the result of the analysis by the trend analysis unit 139. Record. By doing in this way, the knowledge search device 10 can record the tendency of the inquiry in the knowledge in the knowledge information.

  Next, a procedure for reflecting evaluation values by the knowledge search device 10 will be described with reference to FIG. The evaluation value receiving unit 141 of the knowledge search device 10 receives an input of an evaluation value for an answer to the inquiry from the inquirer (S31). For example, the evaluation value receiving unit 141 receives an input of an evaluation value for the answer via a website where the inquirer registers a question and displays the answer.

  Thereafter, the evaluation value update unit 142 reflects the evaluation value input in S31 in the evaluation value of the knowledge information related to the answer (S32). For example, the evaluation value update unit 142 refers to the inquiry form related to the answer, identifies the knowledge used (referenced) in the answer, and inputs the evaluation value input to the evaluation value of the knowledge information of the identified knowledge Reflects the value.

  Further, the evaluation value update unit 142 reflects the evaluation value input in S31 in the evaluation value related to the technical field to which the answer belongs in the respondent information of the respondent who made the answer (S33).

  By doing in this way, the knowledge search device 10 can reflect the evaluation value for the answer to the inquiry in the knowledge information and the respondent information of the respondent of the answer.

(Other embodiments)
Note that the evaluation value receiving unit 141 may receive an evaluation value for an inquiry answer by an inquirer by e-mail or the like. In addition, the evaluation value receiving unit 141 may receive an evaluation for the answer to the inquiry by using, for example, a choice of good, fair, and bad. In this case, the evaluation value update unit 142 converts the selected option into an evaluation value corresponding to the selected option, and reflects it in the knowledge information and the respondent information.

  Further, the inquiry form registration unit 136 may record the evaluation value of the answer received from the inquirer in the inquiry form relating to the answer. Then, when the knowledge search device 10 registers the content of the inquiry form as knowledge information in the knowledge information DB, the evaluation value may be included in the knowledge information. Even in this way, the knowledge search apparatus 10 can reflect the evaluation value of the answer in the knowledge information.

(program)
Moreover, it can implement | achieve by installing the knowledge search program which implement | achieves the function of the knowledge search apparatus 10 described in said embodiment in a desired information processing apparatus (computer). For example, the information processing apparatus can function as the knowledge search apparatus 10 by causing the information processing apparatus to execute the above knowledge search program provided as package software or online software. The information processing apparatus referred to here includes a desktop or notebook personal computer. In addition, the information processing apparatus may be a mobile communication terminal such as a smartphone, a mobile phone, or a PHS (Personal Handyphone System), or a PDA (Personal Digital Assistants).

  Hereinafter, an example of a computer that executes a knowledge search program will be described. FIG. 6 is a diagram illustrating a computer that executes a knowledge search program. As shown in FIG. 6, a computer 1000 includes, for example, a memory 1010, a CPU (Central Processing Unit) 1020, a hard disk drive interface 1030, a disk drive interface 1040, a serial port interface 1050, a video adapter 1060, a network Interface 1070. These units are connected by a bus 1080.

  The memory 1010 includes a ROM (Read Only Memory) 1011 and a RAM (Random Access Memory) 1012. The ROM 1011 stores a boot program such as BIOS (Basic Input Output System). The hard disk drive interface 1030 is connected to the hard disk drive 1090. The disk drive interface 1040 is connected to the disk drive 1100. A removable storage medium such as a magnetic disk or an optical disk is inserted into the disk drive 1100, for example. For example, a mouse 1110 and a keyboard 1120 are connected to the serial port interface 1050. For example, a display 1130 is connected to the video adapter 1060.

  Here, as shown in FIG. 6, the hard disk drive 1090 stores, for example, an OS 1091, an application program 1092, a program module 1093, and program data 1094. Various data and information described in the above embodiment are stored in, for example, the hard disk drive 1090 or the memory 1010.

  Then, the CPU 1020 reads out the program module 1093 and the program data 1094 stored in the hard disk drive 1090 to the RAM 1012 as necessary, and executes the above-described procedures.

  The program module 1093 and the program data 1094 related to the knowledge search program are not limited to being stored in the hard disk drive 1090. For example, the program module 1093 and the program data 1094 are stored in a removable storage medium and read by the CPU 1020 via the disk drive 1100 or the like. May be issued. Alternatively, the program module 1093 and the program data 1094 related to the knowledge search program are stored in another computer connected via a network such as a LAN or a WAN (Wide Area Network), and read by the CPU 1020 via the network interface 1070. May be.

DESCRIPTION OF SYMBOLS 10 Knowledge search device 11 Input / output part 12 Storage part 13 Control part 130 Inquiry reception part 131 Answerer selection part 132 Keyword search part 133 Narrowing part 134 Knowledge output part 135 Search frequency update part 136 Inquiry vote registration part 137 Use frequency update part 138 Experience value update unit 139 Trend analysis unit 140 Trend information recording unit 141 Evaluation value reception unit 142 Evaluation value update unit

Claims (8)

A knowledge search device for searching for knowledge that is an inquiry and its answer,
The knowledge, the usage record used as a reference of the answer by the respondent, the trend information indicating the tendency of the inquiry in the knowledge, and the knowledge information in which the evaluation value for the answer in the knowledge is associated with the respondent A storage unit that stores a field to which the inquiry answered by the respondent belongs, and respondent information associated with an evaluation value for the answer to the inquiry in the field;
An inquiry reception unit for receiving input of an inquiry;
A respondent selection unit that selects respondents to the inquiry based on the field to which the inquiry belongs and the evaluation value of the answer to the inquiry in the field in the respondent information;
A keyword search unit for searching for knowledge that matches the keyword included in the inquiry with reference to the knowledge information;
Based on the usage record of the searched knowledge, the degree of similarity between the received inquiry tendency and the inquiry tendency shown in the searched knowledge trend information, and the height of the evaluation value for the knowledge answer, A refiner for narrowing down the searched knowledge;
A knowledge output unit that outputs the input inquiry and the narrowed-down knowledge to the selected respondent;
When there is an input from the respondent that the knowledge is referred to in creating the answer to the inquiry, a usage record update unit that updates a usage record in the knowledge information of the knowledge;
When the evaluation value for the answer is input from the inquirer who made the inquiry, the evaluation value for the field to which the inquiry belongs is updated in the respondent information of the answerer who made the answer, and An evaluation value update unit for updating the evaluation value of the knowledge information of the knowledge referred to in the creation;
A knowledge search apparatus comprising: The respondent information further includes an experience value of an answer to the respondent's inquiry in the field,
The respondent selection unit
The knowledge respondent according to claim 1, wherein a respondent of the inquiry is selected based on a field to which the inquiry belongs and a height of an evaluation value and an experience value of the answer to the inquiry of the field in the respondent information. Search device. The respondent selection unit
The knowledge respondent according to claim 2, wherein a respondent of the inquiry is selected based on a field to which the inquiry belongs and a height of an evaluation value with respect to an experience value of an answer to the inquiry in the field in the respondent information. Search device. The knowledge information further includes a search result of the knowledge,
The narrowing-down unit further narrows down the searched knowledge in consideration of the search results of the searched knowledge,
The knowledge search device includes:
The knowledge search apparatus according to claim 1, further comprising a search result update unit that updates a search result in knowledge information of the knowledge when the knowledge is output. The trend information includes at least one of a tendency of an attribute of an inquirer of the knowledge and a tendency of an inquiry time,
The narrowing-down unit obtains a similarity with the tendency of the inquiry indicated in the trend information by using at least one of the tendency of the attribute of the inquirer and the tendency of the inquiry time in the received inquiry. Item 3. The knowledge search device according to Item 1. In the past, a trend analysis unit that analyzes the tendency of inquiries received by the knowledge search device;
The knowledge search device according to claim 1, further comprising a trend information recording unit that records a result of the analysis in trend information in knowledge information of knowledge related to the inquiry. A knowledge search method for searching for inquiries and knowledge as answers,
The knowledge, the usage record used as a reference of the answer by the respondent, the trend information indicating the tendency of the inquiry in the knowledge, and the knowledge information in which the evaluation value for the answer in the knowledge is associated with the respondent A knowledge search device including a storage unit that stores a field to which the inquiry answered by the respondent belongs, and respondent information in which an evaluation value for a response to the inquiry in the field is associated,
A step of accepting an inquiry input;
Selecting the respondent of the inquiry based on the field to which the inquiry belongs and the evaluation value of the answer to the inquiry in the field in the respondent information;
Searching for knowledge that matches the keyword included in the query with reference to the knowledge information;
Based on the usage record of the searched knowledge, the degree of similarity between the received inquiry tendency and the inquiry tendency shown in the searched knowledge trend information, and the height of the evaluation value for the knowledge answer, Narrowing the retrieved knowledge;
Outputting the input inquiry and the filtered knowledge to the selected respondent;
When there is an input from the respondent that the knowledge was referred to in creating the answer to the inquiry, the step of updating the usage record in the knowledge information of the knowledge;
When the evaluation value for the answer is input from the inquirer who made the inquiry, the evaluation value for the field to which the inquiry belongs is updated in the respondent information of the answerer who made the answer, and Updating the evaluation value of the knowledge information of the knowledge referenced in the creation;
Knowledge search method characterized by including. A knowledge search program for causing a computer to search for knowledge that is an inquiry and its answer,
The knowledge, the usage record used as a reference of the answer by the respondent, the trend information indicating the tendency of the inquiry in the knowledge, and the knowledge information in which the evaluation value for the answer in the knowledge is associated with the respondent For each computer, the computer includes a storage unit that stores a field to which the inquiry answered by the respondent belongs, and respondent information associated with an evaluation value for a response to the inquiry in the field.
A step of accepting an inquiry input;
Selecting the respondent of the inquiry based on the field to which the inquiry belongs and the evaluation value of the answer to the inquiry in the field in the respondent information;
Searching for knowledge that matches the keyword included in the query with reference to the knowledge information;
Based on the usage record of the searched knowledge, the degree of similarity between the received inquiry tendency and the inquiry tendency shown in the searched knowledge trend information, and the height of the evaluation value for the knowledge answer, Narrowing the retrieved knowledge;
Outputting the input inquiry and the filtered knowledge to the selected respondent;
When there is an input from the respondent that the knowledge was referred to in creating the answer to the inquiry, the step of updating the usage record in the knowledge information of the knowledge;
When the evaluation value for the answer is input from the inquirer who made the inquiry, the evaluation value for the field to which the inquiry belongs is updated in the respondent information of the answerer who made the answer, and Updating the evaluation value of the knowledge information of the knowledge referenced in the creation;
To cause the computer to execute a knowledge search program.

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