JP2018032166A - Search result display method, search result display device, and search result display program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To facilitate access to support information according to a learning level of a searcher.SOLUTION: As shown in (a) of Fig. 1, a search result display device 101: receives search conditions and identification information of a searcher from a terminal device 102 of the searcher (step S101); references a database and acquires a learning level associated with the received identification information of the searcher (step S102); references a database storing support information and acquires a plurality of materials meeting the received search conditions (step S102); references a database storing difficulty levels in association with materials and determines a display order of a plurality of acquired materials on the basis of the difficulty levels associated with each of the plurality of acquired materials and the acquired learning level (step S104); and presents the plurality of acquired materials or a plurality of material identification information to the searcher according to the determined display order (step S105).SELECTED DRAWING: Figure 1

Description

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

  2. Description of the Related Art Conventionally, there is a technique in which a searcher such as a knowledge system uses a search system such as a knowledge system, and a searcher makes an appropriate answer in a support service that answers a question from a customer such as a product. As a related prior art, for example, there is a technique that displays a technical level setting of an answer and manual information corresponding to the technical level based on characteristics and frequency of an operation command of a searcher of the search system. In addition, there is a system in which the difficulty level of a system development project or the like and the proficiency level of a member are set as information (materials) of an answer, and a material with a difficulty level corresponding to the proficiency level is searched and provided to members. In addition, there is a technique for determining the priority of search results based on user attributes and search word attributes and displaying the search results based on the priorities.

Japanese Patent Laid-Open No. 10-31651 JP 2006-107278 A JP 2007-122290 A

  However, according to the prior art, a searcher who uses a search system may not be able to access information (materials) that does not match his proficiency level. For example, if a searcher cannot obtain necessary information from information that matches his / her proficiency level, the searcher cannot answer information that does not match his / her proficiency level. In this case, it is not possible to improve the productivity of the problem solving of the support business, and it is impossible to immediately give an appropriate answer to the customer and to improve the customer satisfaction.

  In one aspect, an object of the present invention is to provide a search result display method, a search result display device, and a search result display program that make it easy to access support information according to the proficiency level of a searcher.

  According to one aspect of the present invention, the search condition and searcher identification information are received, the searcher's proficiency is stored in association with the searcher identification information, and received. Acquire the proficiency level associated with the identification information of the searcher, refer to the storage unit storing the support information, acquire a plurality of support information satisfying the received search conditions, and determine the difficulty level of the support information. The plurality of support information acquired with reference to the storage unit stored in association with the support information based on the difficulty level associated with each of the acquired plurality of support information and the acquired proficiency level A search result display method, a search result display device, and a search result display for displaying a plurality of pieces of support information or identification information of the plurality of pieces of support information on a display unit according to the determined display order Program There is proposed.

  According to one aspect of the present invention, it is possible to obtain an effect that it becomes easy to access support information according to the proficiency level of a searcher.

FIG. 1 is an explanatory diagram illustrating an operation example of the search result display apparatus 101 according to the present embodiment. FIG. 2 is an explanatory diagram illustrating an example of the search system 200. FIG. 3 is an explanatory diagram illustrating a hardware configuration example of the search result display device 101. FIG. 4 is a diagram for explaining the level of support work. FIG. 5 is a diagram illustrating the correspondence between the level of support work and the difficulty level of materials. FIG. 6 is a diagram for explaining the order of the material display according to the proficiency level of the searcher. FIG. 7 is a chart showing an example of the relationship of the proficiency level for each item used to calculate the proficiency level. FIG. 8 is a chart showing an example of a deviation value used when calculating the proficiency level. FIG. 9 is a chart showing searcher usage history information used to calculate the proficiency level of the searcher. FIG. 10 is a chart showing incident response history information used for calculating the proficiency level of the searcher. FIG. 11 is a chart showing a system usage status table used for calculating the proficiency level of the searcher. FIG. 12 is a table showing a proficiency level table for support work, which is a result of calculating the proficiency level of a searcher. FIG. 13 is a flowchart showing the processing contents for calculating the proficiency level of the searcher. FIG. 14 is a chart for explaining an example of setting the difficulty level of a material. FIG. 15 is a chart showing an access history used for calculating the difficulty level of a material. FIG. 16 is a chart showing a table of access aggregation for each material used for calculating the difficulty level of the material. FIG. 17 is a chart showing a material difficulty level table that is a result of calculating the material difficulty level. FIG. 18 is a flowchart showing the processing content of the material difficulty level calculation. FIG. 19 is a chart showing examples of proficiency levels and difficulty levels. FIG. 20 is an explanatory diagram in which a score is used for the difference between the proficiency level and the difficulty level. FIG. 21 is a chart showing a score calculation example for each searcher. FIG. 22 is a diagram showing an example of a search condition designation screen at the time of search. FIG. 23 is a diagram showing an example of a search result display screen. FIG. 24 is a flowchart showing processing details of case search.

  Hereinafter, embodiments of a disclosed search result display method, a search result display device, and a search result display program will be described in detail with reference to the drawings.

  FIG. 1 is an explanatory diagram illustrating an operation example of the search result display apparatus 101 according to the present embodiment. In the embodiment, for example, it is assumed that a person in charge engaged in a support business that makes an answer in response to an inquiry from a customer who purchased a product uses the search result display device 101. In the following description, the person in charge will be described as a searcher who operates the terminal device 102 and searches using the search result display device 101. The search result display device 101 is a computer for realizing the search result display method described below and executing a search result display program.

  FIG. 1A shows the entire search process, and the search result display apparatus 101 reads the support content corresponding to the search from a storage unit such as a database in the system when searching from the searcher (step S101) ( Step S102) and a search result is obtained (Step S103). Then, the search result display device 101 determines the display order according to the proficiency level of the searcher (step S104), and presents the search result to the searcher's terminal device 102 (step S105).

  The searcher performs, for example, a support operation corresponding to an inquiry from a customer, and is assigned as a different department according to different proficiency levels, for example, a searcher 1 for reception, a searcher 2 for front support, and a searcher 3 for back support. Is done. The job proficiency level is the lowest for the searcher 1 at the reception and the highest at the searcher 3 for the back support.

  When presenting the search results to the searcher (step S105), the search result display device 101 has a display order according to the proficiency level of the searcher, rearranges the materials that are the search results, and presents them to the searcher. .

  FIG. 1B is a diagram for explaining processing contents for presenting the search results in a display order according to the proficiency level of the searcher. The process shown in FIG. 1B is a pre-process that is performed before the searcher performs a search.

  Searchers using the search result display device 101 have different proficiency levels. FIG. 1B shows an example in which the proficiency level of the searcher x is medium (corresponding to the searcher 2). Here, the distance at which the proficiency level of the searcher and the difficulty level of the material are separated in the vertical direction in the figure is referred to as a score.

  At this time, the search result display apparatus 101 acquires a proficiency level corresponding to the searcher's identification information from a storage unit such as a searcher's database. In addition, the difficulty level of a plurality of materials as a search result is acquired from a storage unit such as a material database. Then, the search result display device 101 presents the distance in which the proficiency level and the difficulty level of the material are separated in the vertical direction in the figure, that is, the smaller the score, the higher the order.

  For example, it is assumed that there are a material 1 having a high difficulty level, a material 2 having a medium difficulty level, and a material 3 having a low difficulty level. In this case, the search result display device 101 increases the display order of materials that match or are close to the proficiency level of the searcher x. Specifically, the adjacent material 2 has a small score 2 in the difficulty level of the material when the proficiency level of the searcher x is extended in the horizontal axis direction, and this material 2 is presented to the searcher with the highest priority. On the other hand, the display order of the materials 1 and 3 having the scores 1 and 3 away from the proficiency level of the searcher x is presented in a lowered order.

  The searcher's proficiency level and the difficulty level of the materials described above are different indicators, but by obtaining the standard deviation, the proficiency level and the difficulty level can be directly compared. Details will be described later. The absolute value of the difference between the proficiency level and the difficulty level can be used as a score, and the cost can be calculated easily.

  Although details will be described later, the proficiency level of the searcher can be calculated based on the inquiry from the customer, that is, the number of incidents handled, the number of searches, and the like. The difficulty level of the material can be calculated based on the proficiency level of the searcher who uses the material.

  As described above, the search result display device 101 can present materials having a difficulty level corresponding to the proficiency level to each of the plurality of searchers 1 to 3. At this time, a plurality of materials to be presented as support information to the searcher are presented in a display order corresponding to the proficiency level of the searcher. The content presented to the searcher is not limited to the specific content of the material, for example, an answer corresponding to the inquiry, but may be material identification information, for example, a corresponding page of the manual.

  Thereby, the searcher can receive the presentation of the material of the difficulty level adapted to his / her proficiency level. Then, for example, by presenting materials suitable for the degree of proficiency, it is possible to promptly answer customers appropriately. Furthermore, the searcher can receive a presentation with a lower display order for materials having difficulty levels that do not conform to his / her proficiency level. And, for example, it is possible to carry out a wider range of support operations than their proficiency level.

(Functional configuration example of search result display apparatus 101)
Next, a system including the search result display device 101 and the searcher's terminal device 102 will be described with reference to FIG.

  FIG. 2 is an explanatory diagram illustrating an example of the search system 200. A search system 200 shown in FIG. 2 includes a search result display device 101, terminal devices 102 of a plurality of searchers in a support center, and an incident response system 203. The search result display device 101, each terminal device 102, and the incident response system 203 are connected by a network.

  The plurality of searchers are searchers of a plurality of levels of support work, for example, the above-described reception, front support, and back support. A customer operates a telephone, a terminal device, etc. in order to inquire or inquire about use or breakdown of a product, and inquires to a manufacturer's support center via a network or the like.

  On the support center side, when a customer makes an inquiry, first, the reception responds, and the reception operates the terminal device 102 to access the search result display device 101 to support information (material information) for responding to the inquiry. ) When the answer cannot be made at the reception, the front support responds. Similarly, the front support accesses the search result display device 101 and obtains an answer corresponding to the inquiry. When the answer cannot be made by the front support, the back support corresponds. Similarly, the back support accesses the search result display device 101 and obtains an answer corresponding to the inquiry.

  The search result display device 101 is a device for each searcher of support business to search for past cases necessary for solving inquiries from customers and materials such as product manuals and documents.

  The search result display device 101 has a system configuration called a knowledge system, and the search result display device 101 is connected to the incident response system 203. The search result display device 101 includes a material search server 201 and a database server 202.

  An incident refers to a case in which a single inquiry (question) received from a customer in support business is resolved as one case.

  The material search server 201 searches the material from the database server 202 based on the request for material search when the searcher operates the terminal device 102, and returns the search result to the terminal device 102 of the searcher.

  The search result display device 101 includes a proficiency level determination unit (determination unit) 211, a case search unit (search unit) 212, a matching unit 213, and a display order optimization unit 214. The matching unit 213 and the display order optimization unit 214 function as a determination unit that determines the display order of a plurality of search results.

  The proficiency level determination unit 211 refers to the proficiency level for each searcher stored in the searcher information DB 221 of the database server 202 based on information such as the attribute of the searcher, and determines the proficiency level for each searcher.

  The case search unit 212 accesses the search target material DB 222 stored in the database server 202 corresponding to the search information by the searcher's operation input, and searches for information on the answer corresponding to the inquiry.

  The matching unit 213 performs matching between the skill level of the searcher and the difficulty level of the material during the search by the case search unit 212. At this time, using the information on the proficiency level of the searcher and the difficulty level of the material prepared in advance, the absolute value of the difference in the difficulty level of the material with respect to the proficiency level of the searcher is used as the cost. Is calculated. At this time, by obtaining both the proficiency level and the difficulty level using the standard deviation, the difference between the proficiency level and the difficulty level, which are different indexes, can be easily obtained.

  The display order optimization unit 214 uses the cost calculated by the matching unit 213 to rearrange the display order of the materials so that the materials that match the searcher's proficiency level are displayed at the top. Then, the material search server 201 transmits and outputs a plurality of materials, that is, support information to the searcher's terminal device 102 in a display order.

  As a result, the searcher can make an appropriate answer immediately to the inquiry because the most suitable material is displayed at the top of the terminal device 102 based on his / her proficiency level when searching for the material. In addition, since a plurality of materials are displayed on the terminal device 102 with a display order, even if the inquiry cannot be solved by an answer by a higher-order material, an answer is made using the material in the next display order. So that you can select the right materials for the answers you need in an order without confusion. That is, the searcher can access support information that does not match his / her proficiency level when using the system.

  The database server 202 includes a searcher information database (DB) 221 and a material database 222 as storage units for storing various data used in the knowledge system. In addition, a proficiency level calculation unit 223 and a difficulty level calculation unit 224 are included.

  The searcher information DB 221 includes information on the searcher attribute list 231, information on the system usage history (including operation history) 232 for each searcher, and information on the proficiency level 233 of support work for each searcher. Including.

  The use history 232 for each searcher is, for example, original data for calculating the proficiency level of the searcher's support work, and the calculated proficiency level is listed as proficiency level for each searcher as information of the proficiency level 233. It becomes.

  The material DB 222 stores information on the attribute of the material 235 to be searched, information on the access history 236 for each material, and information on the difficulty 237 for each material.

  The access history 236 for each material is, for example, original data for calculating the difficulty level of the material. The calculated difficulty levels are listed as difficulty levels 237 for each material.

  The incident response system 203 is a system used by the support business searcher for handling incidents, and includes information on the incident response history 241 of the searcher for each incident.

  In the embodiment, the proficiency level calculation unit 223 calculates the proficiency level 233 of the searcher. At the time of this calculation, the proficiency level calculation unit 223 calculates the proficiency level 233 based on the incident response history 241 and the history 232 stored in the incident response system 203. Further, the difficulty level calculation unit 224 calculates the difficulty level 237 based on the access history 236.

  In the above configuration example, the database server 202 is provided with the functions of the proficiency level calculation unit 223 and the difficulty level calculation unit 224. Not limited to this, the functions of the proficiency level calculation unit 223 and the difficulty level calculation unit 224 are provided in the material search server 201 to calculate the proficiency level and the difficulty level and store them in the databases 221 and 222 of the database server 202. You can also

  Next, a hardware configuration example of the search result display device 101 will be described with reference to FIG.

(Example of hardware configuration of search result display apparatus 101)
FIG. 3 is an explanatory diagram illustrating a hardware configuration example of the search result display device 101. In FIG. 3, the search result display device 101 includes a central processing unit (CPU) 301, a storage device 302, an input / output device 303, and a communication device 304. The central processing unit 301 to the communication device 304 are connected by a bus 305, respectively.

  The central processing unit 301 is a processing unit that controls the entire search result display unit 101. Here, in the present embodiment, the central processing unit 301 may have a plurality of processor cores in order to execute a plurality of processes and threads.

  The storage device 302 includes a main storage device 312 and an auxiliary storage device 313. The main storage device 312 is a volatile memory used as a work area for the central processing unit 301. Examples of the volatile memory include DRAM (Dynamic Random Access Memory) and SRAM (Static Random Access Memory). The auxiliary storage device 313 is a storage device that assists the main storage device 312. For example, the auxiliary storage device 313 is an HDD (Hard Disk Drive) or an SSD (Solid State Drive). Further, the search result display device 101 may incorporate a semiconductor memory formed of semiconductor elements, and may read and write data from a USB (Universal Serial Bus) flash drive including a drive device.

  The input / output device 303 includes a keyboard 314 and a mouse 315 that are input devices, and a display 316 that is an output device. The keyboard 314 has keys for inputting characters, numbers, various instructions, and the like, and is a device for inputting data. The mouse 315 is a device for moving a cursor, selecting a range, moving a window, changing a size, and the like. The display 316 is a device that displays data such as a cursor, an icon, or a tool box, as well as documents, images, and function information. As the display 316, for example, a CRT (Cathode Ray Tube), a TFT (Thin Film Transistor) liquid crystal display, a plasma display, or the like can be employed.

  The communication device 304 is connected to a network such as a LAN (Local Area Network), a WAN (Wide Area Network), and the Internet through a communication line, and is connected to another device via the network. The communication device 304 controls a network and an internal interface, and controls data input / output from an external device. For example, a modem or a LAN adapter can be employed as the communication device 304.

  When the central processing unit 301 executes the program stored in the storage device 302, each unit of the material search server 201 shown in FIG. 2, for example, the proficiency level determination unit 211, the case search unit 212, the matching unit 213, and the display Functions such as the forward optimization unit 214 are realized.

  The hardware configuration shown in FIG. 3 can be similarly applied to the terminal device 102, the database server 202, and the incident response system 203 shown in FIG. The central processing unit 301 executes the program stored in the storage device 302, thereby realizing the functions of each unit of the database server 202 shown in FIG. 2, such as the proficiency level calculation unit 223 and the difficulty level calculation unit 224. To do. The searcher information DB 221 and the material DB 222 in the database server 202 can be configured using the storage device 302 shown in FIG. The incident response history 241 in the incident response system 203 can also be configured using the storage device 302 shown in FIG.

(About the level and proficiency of support work, difficulty of materials, order of material display)
FIG. 4 is a diagram for explaining the level of support work. For example, in the support business, searchers for each level of reception A, front support B, and back support C access the search result display device 101 and search for materials. Each level of searcher performs a search using a search condition such as a keyword designated by each level.

  The searcher at reception A is an operator who responds to inquiries such as telephone calls from customers. The reception A forwards the response to the inquiry from the customer, for example, the front support B for each product. The front support B forwards the response to the back support C when detailed investigation or the like that cannot respond to the inquiry is necessary. Different searchers have different criteria for what materials are useful.

  Therefore, the search result display apparatus 101 preferentially displays the easy-to-understand material D1 whose contents can be grasped in a short time for the reception A. Further, although the details are not described for the front support B, the material D2 that understands the cause of the problem and the solution to the inquiry is preferentially displayed. The back support C is preferentially displayed with the material D3 described up to the detailed contents for identifying the cause (for example, the analysis procedure of the log / dump of the product).

  In the embodiment, when a searcher for each level searches for a material, the searcher is presented to the searcher in consideration of how well they are familiar with the support work and whether the material is easy to understand or difficult. In addition, the search results are displayed in a display order that is easy to understand for each searcher so as to suit the level of proficiency of each searcher. On the other hand, the display order of materials that are difficult to understand for each searcher is lowered and displayed so as to suit the level of proficiency of the searcher.

  In general, in the support business, the reception A and the front support B perform a wide and shallow response during a period of less work experience. For example, we are handling tasks that use resources with low difficulty, such as responding to general manual articles that can be solved as they are, or communicating the procedure for obtaining survey materials to customers. .

  Then, as they become familiar with support operations and inquiries (for example, products in charge), back support C is performed, and responses using highly difficult resources, for example, detailed survey responses based on product knowledge are in charge. .

  FIG. 5 is a diagram illustrating the correspondence between the level of support work and the difficulty level of materials. Support business has different levels, and resources have different levels of difficulty. For this reason, in order to search for materials suitable for the level of the support business in charge, it is only necessary to search for materials that match the degree to which the searcher is proficient in the support business. For this reason, in the search result display device 101 of the embodiment, the proficiency level of the support work is obtained for each searcher who uses the device. In addition, the material difficulty level is obtained for each material.

  Then, the search result display apparatus 101 uses the searcher's proficiency level for the materials searched by the keyword and other search conditions (for example, product name, version, etc.) when the searcher at each level executes the material search. Material with difficulty level close to is displayed at the top.

  As shown in FIG. 5, it is preferable that the reception A is located at the level of a beginner with a low level of proficiency, and the necessary materials are easy. For example, at the reception A, the work content is a beginner level answer with a low level of proficiency enough to isolate the product and receive an immediate response when receiving an inquiry from a customer. The material that the receptionist A wants is easy, for example, a manual article itself, a case where a manual article can be answered immediately, and the like.

  Further, the front support B conducts a survey based on public information such as a manual, and sets a reply with a medium level of proficiency that can solve the inquiry as the work content. The material for which the front support B is desired is of a medium difficulty level, for example, a case where an answer can be made by a combination of articles in a plurality of manuals. Further, in the back support C, the business content is a highly proficient answer that can solve the inquiry by conducting an in-depth investigation into the product. The material for which the back support C is desired is of a high degree of difficulty, for example, an analysis method such as log dump or an example including cause details.

  FIG. 6 is a diagram for explaining the order of the material display according to the proficiency level of the searcher. The display order of support information (material information) according to the proficiency level of the searcher based on the relationship between the proficiency level of the searcher and the difficulty level of the material will be described. As described above, the searchers who use the search result display device 101 have different proficiency levels for each searcher.

  FIG. 6 shows an example in which the proficiency level of the searcher x is medium. Here, the distance at which the proficiency level of the searcher and the difficulty level of the material are separated in the vertical direction in the figure is referred to as a score. The distance that the searcher's proficiency level and the difficulty level of the material are separated in the vertical direction in the figure, that is, the smaller the score, the higher the order is displayed.

  In the case of the example in FIG. 6, it is assumed that there are a material 1 having a high difficulty level, a material 2 having a medium difficulty level, and a material 3 having a low difficulty level as materials. In this case, the search result display device 101 increases the display order of materials that match or are close to the proficiency level of the searcher x. Specifically, the adjacent material 2 has a small score 2 in the difficulty level of the material when the proficiency level of the searcher x in FIG. 6 is extended in the horizontal axis direction, and this material 2 is displayed with the highest priority. On the other hand, the display order of the materials 1 and 3 having the scores 1 and 3 away from the proficiency level of the searcher x is lowered.

(About calculation of proficiency level)
The database server 202 of the search result display device 101 calculates in advance the proficiency level of the searcher's support work and the difficulty level of the material. The advance indicates a period before the searcher uses the material search server 201. These proficiency levels and difficulty levels can be calculated and updated periodically, for example, at regular intervals, regardless of when the searcher uses the material search server 201.

The proficiency level of the searcher's support business is calculated from the viewpoint of the searcher's experience of support business and work efficiency. For example, the following information ~ 3. Calculate using.
1. Number of incidents handled This is the number of incidents handled by searchers in support operations. Searchers with a high level of proficiency have a large number of responses. In addition, since a searcher who is in charge of an incident with a high degree of urgency is considered proficient in support work, the searcher who is responsible for the incident with a high degree of urgency may be weighted.

2. Search execution count (cumulative)
This is the total number of searches performed by the searcher using the search result display device 101. Searchers with a high level of proficiency have a large cumulative number of search executions.
3. Search execution count (per incident)
This is the average number of search executions per incident. A user with a high level of proficiency has a search know-how, so the number of search executions is small.

  FIG. 7 is a chart showing an example of the relationship of the proficiency level for each item used to calculate the proficiency level. Searchers with a small number of incident responses have low proficiency levels, and searchers with a large number of incident response cases have high proficiency levels. A searcher with a low cumulative search execution count has a low proficiency level, and a searcher with a high cumulative search execution count has a high proficiency level. Searchers with a high number of search executions per incident have a low level of proficiency, and searchers with a low number of search executions per incident have a high level of proficiency.

  FIG. 8 is a chart showing an example of a deviation value used when calculating the proficiency level. The proficiency level calculation unit 223 of the database server 202 includes the above three pieces of information 1. ~ 3. For the above, the proficiency level of the support work is calculated by obtaining the deviation value. In the example of FIG. 8, for the searcher A, as shown in FIG. It is assumed that the deviation value of the number of incidents handled is 60. As shown in FIG. Assuming that the deviation value of the total number of search executions is 55, as shown in FIG. It is assumed that the deviation value of the number of search executions per incident is 50. The reason for using the deviation value is information 1. ~ 3. This is because the average value and the variation can be normalized so as to be equal to each other.

  In normalization, the following are considered. The number of search executions per incident is different from the other two pieces of information, and the higher the proficiency level, the smaller the value. Therefore, the value is multiplied by minus to align with other information. Then, the proficiency level calculation unit 223 provides information 1. ~ 3. By calculating the average deviation value, the proficiency level of the support work is calculated.

  Details of processing contents performed by the proficiency level calculation unit 223 of the database server 202 will be described. The proficiency level calculation unit 223 performs the following procedure 1. ~ 3. Are sequentially executed to calculate the proficiency level for each searcher.

Procedure 1. At a predetermined time such as once a week or once a month, each information of the searcher's operation history 232 using the search result display device 101 and the incident response history 241 of the incident response system 203 is collected. This collection can be executed during a time period when the search result display device 101 is not used, such as a night holiday.
Procedure 2. Procedure 1 above. From the information collected in step 1, a reference value used for proficiency calculation is calculated for each searcher. The calculated value is stored in the searcher information DB 221 (history 232, a table of a searcher's system use situation described later) of the database server 202.
Procedure 3. Procedure 2 above. The numerical value calculated in step 1 is normalized using the deviation value, and the proficiency level for each searcher is calculated. The calculated proficiency level is stored in the searcher information DB 221 (searcher proficiency level 233) of the database server 202.

Further, the proficiency level calculation unit 223 uses the following two types of numerical values as a reference for the support job proficiency level.
a. Average support proficiency level of searchers referring to the relevant material b. Average support proficiency of searchers who clicked the “Like” or “Copy” button for the relevant material

  Next, calculation of the proficiency level of the searcher will be described with reference to FIGS. FIG. 9 is a chart showing searcher usage history information used to calculate the proficiency level of the searcher. Information of the usage history 901 illustrated in FIG. 9 is included in the history 232 of the searcher information DB 221. For example, the use history 901 includes a history of each information of a searcher who uses the search result display device 101, an operation type, and operation details. In the example shown in the figure, the state in which the searcher A displays the top page and then executes a search by the keyword “return time”, and the like are recorded in a table in time series.

  FIG. 10 is a chart showing incident response history information used for calculating the proficiency level of the searcher. The contents of the incident response history 241 held by the incident response system 203 are shown. The information of the incident response history 241 includes searcher corresponding to the incident, identification information (ID) of the incident in charge, type, and urgency information. In the illustrated example, the incident corresponding to the searcher C has a table in which the ID is “222-2222-2222”, the type is “trouble” of the device, and the urgency is “highest”. Yes.

  FIG. 11 is a chart showing a system usage status table used for calculating the proficiency level of the searcher. A system usage status table 902 illustrated in FIG. 11 is included in the history 232 of the searcher information DB 221. For example, the system usage status table 902 includes the above-described 1. 1. Number of incidents handled 2. Cumulative number of search executions Contains information on the number of search executions per incident. In the example shown in the figure, the searcher A holds a state where the number of incidents handled is “100”, the cumulative number of search executions is “400”, and the number of search executions per incident is “4”. Each information in the system usage status table 902 accumulates and holds values each time the searcher responds to an incident.

  FIG. 12 is a table showing a proficiency level table for support work, which is a result of calculating the proficiency level of a searcher. This table stores the result calculated by the proficiency level calculation unit 223 and corresponds to the proficiency level 233 of the support work for each searcher in the searcher information DB 221. In the example shown in FIG. 1. The deviation value of the number of incidents handled is “60”; 2. Deviation value of the total number of search executions is “55”; The deviation value of the number of search executions per incident is calculated as “50”. These 1. ~ 3. The proficiency level “55” calculated based on the above is held.

  FIG. 13 is a flowchart showing the processing contents for calculating the proficiency level of the searcher. The process example which the skill level calculation part 223 of the database server 202 performs is shown. First, the proficiency level calculation unit 223 collects the searcher's usage history 901 (232) and the incident response history 241 (step S1301). Next, the proficiency level calculation unit 223 calculates the incident response count, search execution count, and search execution count per incident for each searcher based on the collected usage history 901 (232) and the incident response history 241. (Step S1302).

  Next, the proficiency level calculation unit 223 stores the calculated number of incidents corresponding to each searcher, the number of search executions, and the number of search executions per incident in the table 902 (232) of the “searcher system usage status”. (Step S1303).

  Next, the proficiency level calculation unit 223 normalizes the calculated incident response count, search execution count, and search execution count per incident for each searcher (step S1304). Next, the proficiency level calculation unit 223 calculates the proficiency level of each searcher from the normalized number of incidents corresponding to each searcher, the search execution count, and the search execution count per incident (step S1305).

  Next, the proficiency level calculation unit 223 stores the calculated proficiency level of each searcher in the table 233 of “the proficiency level of the user's support work” (step S1306), and the above processing ends.

(Calculation of material difficulty)
The database server 202 of the search result display device 101 also calculates the difficulty level of the material in advance. The difficulty level of a material is calculated | required from the proficiency of the searcher's support operation using the material for every material. In the embodiment, the average proficiency level of the searcher's support work with reference to the corresponding material is used. As a result, materials that are frequently used by searchers who have a high level of proficiency in support work are set such that the difficulty level of the materials becomes higher. On the other hand, materials that are frequently used by searchers with low proficiency in support work are set lower.

  Details of processing contents performed by the difficulty level calculation unit 224 of the database server 202 will be described. The difficulty level calculation unit 224 performs the following procedure 1. ~ 3. Are sequentially executed to calculate the difficulty level for each material.

Procedure 1. At a predetermined time such as once a week or once a month, an access history 236 to each material of the search result display device 101 and a proficiency level 233 of a searcher who has accessed each material are collected.
Procedure 2. Procedure 1 above. The standard value for calculating the difficulty level is calculated for each material from the information collected in (1). The calculated value is stored in the material DB 222 of the database server 202 (access history 236, access aggregation table for each material described later).
Procedure 3. Procedure 2 above. The numerical value calculated in step 1 is normalized by calculating a deviation value, and the difficulty level for each material is calculated. The calculated difficulty level is stored in the material DB (material difficulty level 237) of the database server 202.

  FIG. 14 is a chart for explaining an example of setting the difficulty level of a material. As shown in FIG. 14A, it is assumed that a plurality of searchers A to D using the search result display device 101 as a system have different proficiency levels (10 to 70). The searchers A to D having different proficiency levels use the materials 1 to 4 of the same search result display device 101. For example, the searcher A accesses the material 1 and the searcher B accesses the material 1 and the material 2.

  The difficulty level calculation unit 224 of the database server 202 acquires the proficiency level of the searchers A to D who have accessed each material 1 to 4 based on the access history to each material 1 to 4 and the proficiency level of the searchers A to D. Then, the difficulty level of the materials 1 to 4 is calculated based on the proficiency level of the searchers A to D.

  (B) of FIG. 14 shows the difficulty level of material, a horizontal axis is material, and a vertical axis | shaft is a difficulty level. In the illustrated example, the difficulty level of the material 1 is 15 and the difficulty level of the material 3 is 50. For example, as shown in FIG. 14A, searchers who have accessed the material 1 are a searcher A (skill level 10) and a searcher B (skill level 20). In this case, the difficulty level calculation unit 224 calculates the difficulty level of the material 1 as a predetermined calculation formula, for example, (skill level 10 + skill level 20) / 2 (number of people) = 15.

  The difficulty level calculation unit 224 starts operation of the system, and until sufficient data is available for calculating the level of proficiency of support work or the difficulty of materials, the proficiency level of support work and the difficulty of materials All degrees may be considered the same value.

  The difficulty level calculation unit 224 periodically executes the calculation of the material difficulty level, such as once a week or once a month, regardless of the search operation by the searcher. For example, the search result display apparatus 101 can be executed during a period of low usage such as a night holiday.

  Next, the calculation of the difficulty level of the material will be described with reference to FIGS. FIG. 15 is a chart showing an access history used for calculating the difficulty level of a material. Information of the access history 1501 illustrated in FIG. 15 is included in the access history 236 of the material DB 222. For example, the access history 1501 includes a history of each information of material identification information (ID), a searcher, and an operation by the searcher. In the illustrated example, searchers with the material ID “000-00000” are “searcher A and searcher B”, and the operations are “reference” for searcher A and “reference” for searcher B. The state of “Like Press” is held.

  FIG. 16 is a chart showing a table of access aggregation for each material used for calculating the difficulty level of the material. Information in the access tabulation table 1502 illustrated in FIG. 16 is included in the access history 236 of the material DB 222. For example, the access aggregation table 1502 includes information on the number of references for each material, the accumulated proficiency level of the referred searcher, the number of likes, and the accumulated proficiency level of the searcher who pressed the like. In the illustrated example, the material is “material 1”, and for this material 1, the reference count is “100”, the accumulated proficiency level of the referrer is “4400”, the like count is “10”, and the like A table in which the accumulated proficiency level of the searched searcher is “400” is tabulated.

  FIG. 17 is a chart showing a material difficulty level table that is a result of calculating the material difficulty level. This table stores the result calculated by the difficulty level calculation unit 224 and corresponds to the difficulty level 237 for each material in the material DB 222. In the example shown in FIG. 1. The average proficiency level of the retrieved searcher is “44”; The average proficiency level of the searcher who clicked “Like” is calculated as “40”. These 1.2. The difficulty level is calculated to be “42” based on the average of.

  FIG. 18 is a flowchart showing the processing content of the material difficulty level calculation. The process example which the difficulty level calculation part 224 of the database server 202 performs is shown. First, the difficulty level calculation unit 224 refers to the access history 236 of the material DB 222 and collects the access history of each “material” (step S1801). Next, the difficulty level calculation unit 224 refers to the searcher's support work proficiency level table 233 and acquires the proficiency level of the searcher who has accessed each material from the collected access history 236 (step S1802). .

  Next, the difficulty level calculation unit 224 calculates the difficulty level of each material from the acquired proficiency level of the searcher (step S1803). Then, the difficulty level calculation unit 224 stores the calculated difficulty level of each material in the “material difficulty level” table 237 (step S1804), and ends the above processing.

(About the display order of search results displayed during search)
As described above, the proficiency level of the searcher's support work and the difficulty level of the materials are calculated in advance. When the searcher performs a search using the material search server 201, the search result display apparatus 101 determines the display order of the search results using the searcher's support job proficiency level and the material difficulty level. Present to the person. When searching for materials by the searcher, the case search unit 212 of the material search server 201 accepts the searcher's search condition input.

  The absolute value of the difference between the searcher's support job proficiency level and the difficulty level of the material is set as a value “score” that determines the display order of the search results. Score = | skill level of searcher ’s support work−material difficulty level | A material with a smaller score has a higher order of display of search results. The proficiency level of the searcher is acquired by the proficiency level determination unit 211 of the material search server 201 accessing the searcher information DB 221 of the database server 202. The above score is calculated by the matching unit 213 of the material search server 201.

  An outline of the display order of the search results will be described with reference to FIGS. FIG. 19 is a chart showing examples of proficiency levels and difficulty levels. 19A shows the proficiency levels of the searchers A to C. The proficiency level of the searcher A is “55”, the proficiency level of the searcher B is “65”, and the proficiency level of the searcher C is “35”. Suppose that FIG. 19B shows the difficulty levels of the materials 1 to 3, the difficulty level of the material 1 is “70”, the difficulty level of the material 2 is “50”, and the difficulty level of the material 3 is “30”. Suppose.

  FIG. 20 is an explanatory diagram in which a score is used for the difference between the proficiency level and the difficulty level. FIG. 20 is the same as FIG. 6 described above, and here, the display order of search results will be specifically described using scores. The display order optimizing unit 214 of the material search server 201 switches the display order so that the plurality of materials obtained as search results are optimal for the skill level of the searcher.

  In FIG. 20, the score of each material 1-3 in the searcher A is shown. The proficiency level of the searcher A is “55”, and the difficulty levels of the materials 1 to 3 are “70”, “50”, and “30”, respectively. For this reason, the cost for the material 1 is | 55−70 | = “15”, the cost for the material 2 is | 55−50 | = “5”, and the cost for the material 3 is | 55−30 | = “25”.

  FIG. 21 is a chart showing a score calculation example for each searcher. 21A shows the score of the searcher A, FIG. 21B shows the score of the searcher B, and FIG. 21C shows the score of the searcher C. In these figures, the materials with the lowest scores are sorted so that they are ranked higher. For searcher A shown in (a), material 2, material 1, and material 3 are in ascending order of score. Then, the display order at the time of search is higher in order of increasing score. Further, for searcher B shown in (b), material 1, material 2, and material 3 are in ascending order of score. For searcher C shown in (c), material 3, material 2, and material 1 are assigned in ascending order of score.

  Thus, by calculating the score based on the proficiency level of the searchers A to C and the difficulty level of the materials, the display order of the search results suitable for each searcher corresponding to the proficiency level different for each searcher is set. Be able to get.

  Referring to FIG. 20, the searcher A has a medium proficiency level for support work, but the searcher A has the lowest score (the difficulty level closest to the proficiency level) 2. Is displayed with the highest priority. In addition, the display order of the materials 1 and 3 that are difficult or difficult to move away, that is, the materials 1 and 3 having a high score are lowered. Specifically, the display order of the searcher A is the display order of the material 2, the material 1, and the material 3 in ascending order of the score.

(Case search example)
An example of a display screen displayed at the time of search will be described with reference to FIGS. An example of a display screen presented by the material search server 201 when a searcher uses the material search server 201 of the search result display device 101 to search for a material is shown.

  FIG. 22 is a diagram showing an example of a search condition designation screen at the time of search. At the time of inquiry from the customer, the searcher operates the terminal device 102 to perform material search. At this time, the case search unit 212 of the material search server 201 accepts this search, transmits a search condition specification screen 2201 shown in FIG. 22 to the terminal device 102, and displays it on the terminal device 102.

  In the search condition specification screen 2201 of the example shown in FIG. 22, the free word, the OS of the inquired product, the product category, the product name, the creation date of the material (such as the past period for the current), and whether to include the product manual in the search target Each item field such as a check box of “no” and a search execution and designation clear button are provided.

  The case search unit 212 accesses the database server 202 based on the items input on the search condition specification screen 2201 and narrows down the corresponding materials. Thereafter, the matching unit 213 performs matching between the proficiency level of the searcher and the difficulty level of the material. The proficiency level of the searcher is acquired from the searcher information DB 221 by the proficiency level determination unit 211. Thereafter, the display order optimizing unit 214 rearranges the materials suitable for the searcher matched by the matching unit 213 in the display order corresponding to the proficiency level of the searcher, and uses the information on the rearranged material as support information. To the terminal device 102.

  FIG. 23 is a diagram showing an example of a search result display screen. The example of the display screen 2301 of the search result which the material search server 201 transmitted to the searcher's terminal device 102 is shown. In this figure, for a plurality of materials, the material with the lowest score is displayed as the first place at the top, and the material with the highest score is displayed with the display order below as the second place or less.

  For example, the material displayed at the top is the score value “3.6”, the ID of the incident in charge, the search date, the subject (inquiry content), the summary (answer to the inquiry content), the inquiry Product information (including display information such as inquiry type, product name, product category, product OS, etc.) The material displayed in the second place has a score value of “3.9”. Display information similar to

  A sort tab 2302 is displayed in the information on the display screen, and the “difficulty in order of suitability” shown in the figure is the display order in the above-described embodiment, that is, the display order in which the items with low cost are preferentially displayed. . It is also possible to specify the number of display items per screen. Other display orders include the order of the number of accesses for each material, the order of the number of likes pressed, and the newest order of the material update date and time.

  FIG. 24 is a flowchart showing processing details of case search. An example of processing performed by the material search server 201 when the searcher accesses the material search server 201 of the search result display device 101 and searches for support information for a customer inquiry, that is, a material will be shown.

  First, the material search server 201 accepts a material search process by access from the searcher's terminal device 102 (step S2401). At this time, the material search server 201 transmits the above-described search condition designation screen 2201 to the terminal device 102 and causes the terminal device 102 to display the screen.

  At the time of this material search, the material search server 201 accesses the database server 202 and refers to the table 233 of “searcher's proficiency level of support work” to acquire the proficiency level of the searcher who executes the search. (Step S2402).

  Next, when the searcher inputs necessary items to the search condition specification screen 2201 via the terminal device 102 and executes the search, the material search server 201 accesses the database server 202 to access the material search condition. A material satisfying the above is searched (step S2403).

  Next, the material search server 201 accesses the database server 202, refers to the “material difficulty level” table 237, and acquires the difficulty level of each searched material (step S2404). Next, the material search server 201 calculates, for each searched material, an absolute value (cost) of a difference between the acquired proficiency level of the searcher's job and the difficulty level of each material (step S2405).

  Next, the material search server 201 determines the display order of each material based on the absolute value (cost) of the difference corresponding to each calculated material (step S2406). Then, the material search server 201 rearranges the materials in the determined display order (step S2407). Then, the material search server 201 transmits the rearranged materials to the searcher's terminal device 102 (step S2408), and ends the above processing.

  In the above processing, the acquisition of the proficiency level of the searcher's work (step S2402) is processed before the material search (step S2403) and the acquisition of the material difficulty level (step S2404). However, the present invention is not limited to this, and acquisition of the proficiency level of the searcher's work (step S2402) may be performed at any time as long as it is before the process of cost calculation (step S2405). For example, the searcher's job proficiency level acquisition (step S2402) may be executed after the material search (step S2403) or after the acquisition of the material difficulty level (step S2404).

  As described above, the search result display device 101, when searching for materials by the searcher, is based on the searcher's work proficiency level and the difficulty level of the material, and a material with a difficulty level that matches the proficiency level of the searcher. The display order is raised and presented to the searcher. As a result, each time a search is executed, the searcher can be presented with a material with a difficulty level suitable for the level of proficiency of his / her business, and can immediately and efficiently grasp the contents of the material. In addition, when a searcher uses a material as an answer to a question from a customer or the like, the searcher can quickly make an appropriate answer based on the material with a content that he can understand.

  Many different searchers access the search result display device 101 to search for materials. Searchers with different proficiency levels can be obtained by using different job proficiency levels and material difficulty levels for each searcher. In any case, materials with an appropriate difficulty level can be presented.

  Then, the search result display device 101 displays a plurality of materials having different levels of difficulty according to the searcher's proficiency level in a display order. This display order calculates the absolute value (cost) of the difference between the proficiency level of the searcher's work and the difficulty level of the material, and the material with the lowest cost is displayed at the top. As a result, the searcher can easily obtain the search results suitable for the proficiency level of his / her business according to the order in which the display order is high. At this time, the searcher can also acquire materials that do not match his / her proficiency level.

  That is, it is possible to acquire a large number of materials in the lower order of the display order, and the searcher can also acquire materials on the side that is more difficult or easy on the basis of his / her proficiency level. As a result, it becomes possible to acquire a plurality of materials having difficulty levels close to the proficiency level of the searcher, and it is also possible to perform support work in a range where the current proficiency level is expanded.

  In addition, the search result display device 101 can calculate the proficiency level of the searcher and the difficulty level of the material in advance, and can be executed at a time when the search result display device 101 is less used such as a night holiday. These proficiency levels and difficulty levels can be updated. Further, by calculating for each update, it is possible to improve the accuracy of information used as the proficiency level and the difficulty level over time. For example, it becomes possible to cope with improvement of the proficiency level of the searcher.

  Further, by obtaining the absolute value of the difference in the difficulty level of the material with respect to the proficiency level of the searcher, the cost of each material viewed from the searcher can be easily obtained, and the display order of the material can be easily obtained. At this time, by normalizing both the proficiency level and the difficulty level using the standard deviation, the difference between the proficiency level and the difficulty level, which are different indexes, can be easily obtained. Note that the proficiency level and the difficulty level can be compared using not only the standard deviation but also other normalization methods.

  Note that the search result display program described in this embodiment can be realized by executing a program prepared in advance on a computer such as a personal computer or a workstation. This search result display method is recorded on a computer-readable recording medium such as a hard disk, a flexible disk, a CD-ROM (Compact Disc-Read Only Memory), a DVD (Digital Versatile Disk), and is read from the recording medium by the computer. Is executed by. This search result display method may be distributed via a network such as the Internet.

  The following additional notes are disclosed with respect to the embodiment described above.

(Appendix 1) Accepting search conditions and searcher identification information,
With reference to a storage unit that stores the searcher's proficiency level in association with the searcher's identification information, the proficiency level associated with the received searcher's identification information is acquired,
Referencing a storage unit that stores support information, obtaining a plurality of support information satisfying the received search condition,
Acquired based on the difficulty level associated with each of the acquired plurality of support information and the acquired proficiency level with reference to a storage unit that stores the difficulty level of support information in association with the support information Determining the display order of the plurality of support information,
According to the determined display order, the acquired support information or identification information of the support information is displayed on a display unit.
A search result display method characterized in that a computer executes processing.

(Supplementary Note 2) Both the proficiency level of the searcher and the difficulty level of the support information are normalized, and the display order of the support information is determined based on the absolute value of the difference between the proficiency level and the difficulty level. The search result display method according to supplementary note 1, wherein:

(Additional remark 3) The display order of the said support information with a small absolute value of the difference of the said proficiency level and the said difficulty level is made high, and as the absolute value of the difference of the said proficiency level and the said difficulty level becomes large, the said support information The search result display method according to appendix 2, wherein the display order is lowered.

(Supplementary note 4) The degree of proficiency of the searcher and the difficulty level of the support information are calculated before the search by the searcher is performed. Search result display method.

(Appendix 5) The proficiency level of the searcher is calculated based on any one or combination of years of experience, number of search executions, and number of search executions in one search. The search result display method as described in any one of.

(Supplementary note 6) The search result according to any one of supplementary notes 1 to 5, wherein the difficulty level of the support information is calculated based on proficiency levels of a plurality of the searchers using one support information. Display method.

(Supplementary Note 7) A search unit that receives search conditions and searcher identification information, refers to a storage unit that stores support information, and acquires a plurality of support information that satisfies the received search conditions;
A determination unit that acquires a proficiency level associated with the received identification information of the searcher with reference to a storage unit that stores the level of proficiency of the searcher in association with the identification information of the searcher;
Acquired based on the difficulty level associated with each of the acquired plurality of support information and the acquired proficiency level with reference to a storage unit that stores the difficulty level of support information in association with the support information A determination unit for determining a display order of the plurality of support information,
The search unit displays the acquired plurality of support information or the identification information of the plurality of support information to a searcher according to the determined display order.

(Supplementary note 8) The determination unit normalizes both the proficiency level of the searcher and the difficulty level of the support information, and based on the absolute value of the difference between the proficiency level and the difficulty level, The search result display device according to appendix 7, wherein the display order is determined.

(Appendix 9) Accepting search conditions and searcher identification information,
With reference to a storage unit that stores the searcher's proficiency level in association with the searcher's identification information, the proficiency level associated with the received searcher's identification information is acquired,
Referencing a storage unit that stores support information, obtaining a plurality of support information satisfying the received search condition,
Acquired based on the difficulty level associated with each of the acquired plurality of support information and the acquired proficiency level with reference to a storage unit that stores the difficulty level of support information in association with the support information Determining the display order of the plurality of support information,
According to the determined display order, the acquired support information or identification information of the support information is displayed on a display unit.
A search result display program for causing a computer to execute processing.

DESCRIPTION OF SYMBOLS 100 Search result display apparatus 102 Terminal apparatus 200 Search system 201 Material search server 202 Database server 203 Incident response system 211 Proficiency determination part 212 Case search part 213 Matching part 214 Display order optimization part 221 Searcher information database 222 Material database 223 Proficiency Degree calculation unit 224 Difficulty degree calculation unit 301 Central processing unit 302 Storage device 312 Main storage device 313 Auxiliary storage device

Claims (8)

Accept search conditions and searcher identification information,
With reference to a storage unit that stores the searcher's proficiency level in association with the searcher's identification information, the proficiency level associated with the received searcher's identification information is acquired,
Referencing a storage unit that stores support information, obtaining a plurality of support information satisfying the received search condition,
Acquired based on the difficulty level associated with each of the acquired plurality of support information and the acquired proficiency level with reference to a storage unit that stores the difficulty level of support information in association with the support information Determining the display order of the plurality of support information,
According to the determined display order, the acquired support information or identification information of the support information is displayed on a display unit.
A search result display method characterized in that a computer executes processing.   Normalizing both the proficiency level of the searcher and the difficulty level of the support information, and determining the display order of the support information based on the absolute value of the difference between the proficiency level and the difficulty level The search result display method according to claim 1.   The display order of the support information having a small absolute value of the difference between the proficiency level and the difficulty level is increased, and the display order of the support information is decreased as the absolute value of the difference between the proficiency level and the difficulty level is increased. The search result display method according to claim 2, wherein:   The search result display according to any one of claims 1 to 3, wherein the proficiency level of the searcher and the difficulty level of the support information are calculated before executing the search by the searcher. Method.   The searcher's proficiency level is calculated based on any one or combination of years of experience, number of search executions, and number of search executions in one search. The search result display method according to one.   The search result display method according to claim 1, wherein the difficulty level of the support information is calculated based on proficiency levels of the plurality of searchers using a single support information. A search unit that receives search conditions and searcher identification information, refers to a storage unit that stores support information, and obtains a plurality of support information that satisfies the received search conditions;
A determination unit that acquires a proficiency level associated with the received identification information of the searcher with reference to a storage unit that stores the level of proficiency of the searcher in association with the identification information of the searcher;
Acquired based on the difficulty level associated with each of the acquired plurality of support information and the acquired proficiency level with reference to a storage unit that stores the difficulty level of support information in association with the support information A determination unit for determining a display order of the plurality of support information,
The search unit displays the acquired plurality of support information or the identification information of the plurality of support information to a searcher according to the determined display order. Accept search conditions and searcher identification information,
With reference to a storage unit that stores the searcher's proficiency level in association with the searcher's identification information, the proficiency level associated with the received searcher's identification information is acquired,
Referencing a storage unit that stores support information, obtaining a plurality of support information satisfying the received search condition,
Acquired based on the difficulty level associated with each of the acquired plurality of support information and the acquired proficiency level with reference to a storage unit that stores the difficulty level of support information in association with the support information Determining the display order of the plurality of support information,
According to the determined display order, the acquired support information or identification information of the support information is displayed on a display unit.
A search result display program for executing processing on a computer.

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