JP2019133418A - Search device, search method, program, and database - Google Patents

Abstract

To provide a search device, a search method, a program, and a database that accurately grasp contents of a question sentence from a user input by using a chatbot function and search for an appropriate FAQ for the question sentence with high accuracy.SOLUTION: A search device includes a first function for specifying a predetermined service on the basis of contents of question data; a second function for specifying an action on the basis of the contents of the question data; a third function for obtaining response data associated with coordinates on a two-dimensional matrix determined by the specified service and the specified action; a fourth function for creating enquiry data to enquire to a user about the predetermined service to supplement the question data when the predetermined service cannot be specified; and a fifth function for creating enquiry data to enquire to the user about the action to supplement the question data when the action cannot be identified.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a search device, a search method, a program for searching for answer data such as FAQ, and a database used for these, for example, in response to a question from a user.

  Recently, chatbots, which are programs that automatically handle conversations on behalf of humans, are becoming increasingly popular. In particular, the application range of chatbots is expanding due to the generalization of communication services by SNS accompanying the spread of smartphones in recent years.

  One of application examples of the chatbot is a FAQ type chatbot. In the FAQ type chatbot, the contents of the question text from the user are understood, an appropriate FAQ is searched from the database, and the searched FAQ is returned to the user. As a result, the user can receive a more appropriate FAQ as an answer simply by writing a question to the prepared chat. Further, when the received FAQ does not solve the problem, since another FAQ can be received by writing another question text, the problem solving rate can be increased.

  Thus, according to the FAQ type chatbot, the user's own problem solving rate is increased, so the number of inquiries by telephone is reduced, and not only the customer satisfaction is improved, but also the operation of the contact center, customer support, etc. Cost is also reduced.

JP 2015-36945 A

  However, the conventional FAQ chatbot has the following problems.

  That is, in the conventional FAQ type chatbot, natural language processing is used, the contents of the question sentence are grasped, and an appropriate FAQ is searched from the database. Natural language processing has also made significant recent technological advances. Furthermore, the ability is further improved by combining AI technology with natural language processing.

  However, the question sentences are created in various language forms (for example, hiragana, katakana, kanji, alphabet, numbers, synonyms, etc.) and incomplete (for example, use of abbreviations or absence of subject). There are many cases. It is not easy to grasp the contents of such a question sentence with high accuracy even if AI technology is combined with advanced natural language processing.

  For example, a method called scenario type that prepares FAQs in which question sentences and answers are linked one-to-one and obtains FAQs based on conversation scenarios of a plurality of question sentences made through dialogues is used. In order to acquire it, it is necessary to prepare an enormous scenario, and there is a problem that it takes time and effort and is not realistic.

  In addition, in the technique called big data type that tries to acquire an appropriate FAQ by converting the conversation pattern into big data and asking by an approximate dialogue pattern, it is assumed that the actual script is completely digitized. After all, there is a problem that it takes time and cost and is not realistic.

  Furthermore, it would be ideal if deep learning was applied and the question sentence was recognized and judged in the same way as human thoughts, and the appropriate questions needed to obtain an appropriate FAQ could be appropriately answered. However, it is difficult, and it is said that it will take at least 10 years to realize, and there is a problem that it is not realistic at present.

  The present invention has been made in view of such circumstances, and a first object of the present invention is to correctly grasp the contents of a question sentence from a user input using the chatbot function, and to appropriately respond to the question sentence. An object of the present invention is to provide a search device, a search method, and a program capable of searching FAQs with high accuracy.

  A second object of the present invention is to provide a database suitable for the above-described search device, search method, and program.

  In order to achieve the above object, the present invention takes the following measures.

  That is, the search device according to claim 1 includes: an interface unit that accepts input of question data from a user; a database associated with response data related to behavior for a predetermined service; and the database based on the content of the question data And a search means for searching for the corresponding answer data, wherein the database is a two-dimensional structure constituted by a first axis to which the predetermined service is assigned and a second axis to which the action is assigned. The answer data is determined by the predetermined service and the action, and is associated with the corresponding coordinates on the two-dimensional matrix, and the search means is based on the content of the question data. , Based on the first function for identifying the predetermined service and the content of the question data, A second function for identifying movement; a third function for acquiring the response data associated with coordinates on the two-dimensional matrix determined by the identified service and the identified action; When the predetermined service cannot be specified, a fourth function for creating inquiry data for inquiring the predetermined service to the user to supplement the question data, and when the action cannot be specified, A fifth function for creating inquiry data for inquiring the user about the behavior in order to supplement the question data;

  The search device according to claim 2 is the search device according to claim 1, wherein the search means further supplements the question data when both the predetermined service and the action cannot be specified. A sixth function for creating inquiry data for inquiring the user about the lesser of the predetermined service assigned to the first axis and the action assigned to the second axis Have

  The search device according to claim 3 is the search device according to claim 1 or 2, wherein the interface means accepts the question data as document data or voice data.

  The search device according to claim 4 is the search device according to any one of claims 1 to 3, wherein the interface means outputs the answer data.

  The search device according to claim 5 is the search device according to claim 4, wherein the interface means outputs the answer data as document data or voice data.

  The search device according to a sixth aspect is the search device according to any one of the first to fifth aspects, wherein the content of the answer data is a FAQ regarding at least one of the predetermined service and the action.

  The search device according to claim 7 is the search device according to claim 1 or 2, wherein when the user is inquired, the interface means outputs the inquiry data to the user.

  The search device according to claim 8 is the search device according to claim 7, wherein the interface means outputs the inquiry data as document data or voice data.

  The search device according to a ninth aspect is the search device according to any one of the first to eighth aspects, wherein a plurality of answer data are linked to the same coordinates on the two-dimensional matrix.

  The search device according to claim 10 is the search device according to any one of claims 1 to 9, wherein the predetermined service includes a predetermined product.

  The search method according to claim 11 accepts question data from a user via an interface means, and from a database linked with answer data regarding an action for a predetermined service, corresponding answer data based on the contents of the question data The database is a two-dimensional search method implemented by a search device for searching for a first dimension to which the predetermined service is assigned and a second axis to which the action is assigned. The answer data is determined by the predetermined service and the action, and is associated with the corresponding coordinates on the two-dimensional matrix, and the search device is configured based on the content of the question data. , Identifying the predetermined service, and identifying the action based on the content of the question data Obtaining the answer data associated with the coordinates on the two-dimensional matrix determined by the specified step, the specified service, and the specified action, and the predetermined service cannot be specified , In order to supplement the question data, creating inquiry data for inquiring the user for the predetermined service; and if the action cannot be specified, the action is Creating inquiry data for making an inquiry to the user.

  The program according to claim 12 is a program for searching, by a computer, response data corresponding to the content of question data from a user from a database in which response data related to an action for a predetermined service is linked. Is constituted by a two-dimensional matrix composed of a first axis to which the predetermined service is assigned and a second axis to which the action is assigned, and the response data includes the predetermined service, A function of receiving the question data input by the user to the computer, determined based on the action, linked to the corresponding coordinates on the two-dimensional matrix, and the predetermined service based on the content of the question data Identify the action based on the content of the question data A function for obtaining the answer data associated with coordinates on the two-dimensional matrix determined by the identified service and the identified action, and when the predetermined service cannot be identified, In order to supplement the question data, a function for creating inquiry data for inquiring the user about the predetermined service. When the action cannot be specified, the action is inquired to the user to supplement the question data. For generating inquiry data and a function for outputting the acquired answer data to the user.

  The database according to claim 13 is a database used by a search device, and is associated with response data related to an action for a predetermined service, the first axis to which the predetermined service is assigned, and the action is assigned. The response data is determined by the predetermined service and the action, and is linked to the corresponding coordinates on the two-dimensional matrix, and the search The device identifies the predetermined service based on the content of the question data from the user, identifies the behavior based on the content of the question data, and identifies the identified service and the identified behavior The answer data associated with the coordinates on the two-dimensional matrix determined by In order to supplement the question data when the service cannot be specified, query data for inquiring to the user of the predetermined service is created, and when the behavior cannot be specified, to supplement the question data, Inquiry data for inquiring the user of the behavior is created, and used to search for corresponding answer data from the database based on the content of the question data.

  ADVANTAGE OF THE INVENTION According to this invention, the search device and the search method which can grasp | ascertain correctly the content of the question sentence from the user input using the chatbot function, and can search suitable FAQ with respect to a question sentence with high precision. , And a program can be realized.

  In addition, a database suitable for the above-described search device, search method, and program can be realized.

It is a conceptual diagram which shows the network structural example containing the search device to which the search method which concerns on embodiment of this invention is applied. It is a functional block diagram which shows the structural example of a search device. It is a schematic diagram which shows an example of a two-dimensional matrix database. It is a figure which shows the example of the relationship between service (X) / action (Y) and corresponding FAQ. It is a schematic diagram which shows an example of a business knowledge database (a synonym for service). It is a schematic diagram which shows an example of a business knowledge database (synonyms / related words for actions). It is a figure which shows the example of the chat screen displayed on the display of a user terminal. It is a figure which shows the example of the chat screen displayed on the display of a user terminal. It is a figure which shows the example of the chat screen displayed on the display of a user terminal. It is a figure which shows the example of the chat screen displayed on the display of a user terminal. It is a figure which shows the example of the chat screen displayed on the display of a user terminal. It is a figure which shows the example of the chat screen displayed on the display of a user terminal. It is a figure which shows nine patterns which determine FAQ provided to a user based on question data.

  A search device to which a search method according to an embodiment of the present invention is applied will be described below with reference to the drawings.

  FIG. 1 is a conceptual diagram showing an example of a network configuration 10 including a search device 20 to which a search method according to an embodiment of the present invention is applied.

  The search device 20 is connected to a communication network 80 such as the Internet, for example, and functions as a server capable of communicating with a plurality of user terminals 60 through the communication network 80 by wire or wireless.

  The user terminal 60 has a communication function capable of transmitting / receiving information to / from the search device 20 via the communication network 80, and information to be transmitted to the search device 20 using this communication function (for example, question data described later) Can be input as text or voice, or can be an electronic device equipped with a chatbot function that can output information received from the search device 20 (for example, answer data and inquiry data described later) as text or voice. It ’s fine. Therefore, the user terminal 60 can be configured as, for example, but not limited to, a tablet terminal, a personal computer, a smartphone, a mobile phone, a touch panel PDA (personal digital assistants), an electronic book, a portable game machine, and the like. .

  Further, the network configuration 10 shown in FIG. 1 may include a LAN such as Ethernet (registered trademark) or a WAN to which a plurality of LANs are connected through a public line or a dedicated line. In the case of a LAN, it is composed of a number of subnets via routers as necessary. In the case of WAN, a firewall or the like for connecting to a public line can be provided as appropriate. However, illustration and detailed description thereof are omitted here.

  FIG. 2 is a functional block diagram illustrating a configuration example of the search device 20.

  The search device 20 functions as a server that transmits information to the user terminal 60, receives information from the user terminal 60, and returns necessary information to the user terminal 60 accordingly. A medium 23, a recording medium reading unit 24, an interface unit 25, and a database storage unit 27 are provided.

  The CPU 21 controls the operation of each part of the search device 20 according to the search program 22 a stored in the memory 22. The search program 22a may be stored in advance in the memory 22, or may be read and stored in the memory 22 from the external recording medium 23 such as a memory card via the recording medium reading unit 24. . The search program 22a is information that cannot be rewritten.

  In addition to such an area for non-rewritable information, the memory 22 has a writable data area 22b for storing rewritable data.

  The interface unit 25 is connected to the communication network 80 wirelessly or by wire, receives information such as question data transmitted from the user terminal 60, outputs the information to the CPU 21, and provides it by the search program 22a according to the question data. Information such as answer data and inquiry data to be output to the user terminal 60 via the communication network 80.

  The database storage unit 27 is constructed in, for example, an SSD (Solid State Drive) or a hard disk drive, and includes a two-dimensional matrix database A, a business knowledge database B, which is a table in which FAQs related to service actions are linked, A knowledge database C and FAQ database D are stored.

  FIG. 3 is a schematic diagram showing an example of the two-dimensional matrix database A.

  As illustrated in FIG. 3, the two-dimensional matrix database A is configured by an X axis and a Y axis.

  A service is assigned to the X axis. The service is provided by a business owner who uses the search device 20, and the service referred to in this specification may include not only a so-called intangible service but also a tangible product. For example, if the business owner is a newspaper company, the service corresponds to newspaper delivery, online newspapers, books, etc. If the business owner is a communication company, the service corresponds to a provider connection contract, a paid content distribution contract, etc. If the business owner is a mail order dealer, the service corresponds to a product such as A product, B product, C product, and so on.

  Actions for such services are assigned to the Y axis. Specifically, the action corresponds to contract application, cancellation, fee inquiry, and the like, but the contents differ depending on the business owner who uses the search device 20.

  In general, most FAQs held by companies are related to services (including products) provided by the companies and their actions (for example, application methods and procedures). The two-dimensional matrix database A also matches such a current situation. Accordingly, since the two-dimensional matrix database A has a high affinity with the FAQ currently held by many companies, the search device 20 to which the search method according to the embodiment of the present invention is applied is newly provided. It is easy for business owners who plan to use the service.

  The two-dimensional matrix database A shown in FIG. 3 is an example when the business owner is a newspaper company. Therefore, the X-axis describes the name of a newspaper provided by the newspaper company, the name of an internet newspaper, etc., and the Y-axis describes application, cancellation, fee, and the like. It should be noted that the contents of these services (including products) are different for different business owners, and of course, the contents of actions are also different accordingly.

  Thus, in the two-dimensional matrix database A, the corresponding FAQ is linked to the coordinates determined from the service specified on the X axis and the action specified on the Y axis. In FIG. 3, for the sake of simplicity, numbers are shown, not the contents of the FAQ itself determined from the service specified on the X axis and the action specified on the Y axis. For example, it is shown that there are 12 FAQs corresponding to the Y axis (01) (cancellation) with respect to the X axis (01) (electronic version).

  Note that the case where the FAQ is prepared depends on the business owner. Therefore, FAQs are not always associated with each coordinate, and conversely, a plurality of FAQs may be associated with the same coordinates. For example, as shown in FIG. 4, the business owner performs tagging work of the service (X) and the action (Y) in advance to associate the FAQ with each coordinate, and the corresponding FAQ question (Q). And FAQ answer (A). The contents of these FAQ questions (Q) and FAQ answers (A) are linked to the corresponding XY coordinates and stored in the FAQ database D. For example, the FAQ question (Q1) and the FAQ answer (A1) are linked to the XY coordinates (03) (04) and stored in the FAQ database D.

  In the search device 20 configured as described above, the CPU 21 controls the operation of each part of the search device 20 in accordance with the instructions described in the search program 22a, and the software and hardware operate in cooperation with each other. Functions as described in

  First, the search program 22a performs text mining or natural language processing on the question data E transmitted from the user terminal 60 to decompose it into words and phrases, and further analyzes the decomposed words and phrases into a business knowledge database. B and the general knowledge database C are compared with the language processing to identify the service and the action and determine the corresponding coordinates in the two-dimensional matrix database A.

  When the question data E is decomposed into words and phrases, it is not always necessary to perform both text mining and natural language processing, and only one of them may be performed. Further, when comparing words and phrases, it is not always necessary to compare both the business knowledge database B and the general knowledge database C. For example, the service and the action are specified only by comparing with the business knowledge database B. If possible, the comparison with the general knowledge database C may be omitted. Conversely, if the service and action can be specified only by comparison with the general knowledge database C, the comparison with the business knowledge database B may be omitted.

  5A and 5B are schematic diagrams illustrating an example of the business knowledge database B. FIG.

  In the business knowledge database B, as shown in FIG. 5A, synonyms for services and synonyms / related words with actions are registered as shown in FIG. 5B. Since the service name differs for each business owner, the business knowledge database B is prepared for each business owner.

  On the other hand, since the general knowledge database C is a database in which synonyms of general terms are registered, it does not depend on the business owner and is commonly used.

  The search program 22a has the following six functions in order to determine the corresponding coordinates in the two-dimensional matrix database A.

  The first function is a function of performing language processing on the contents of the question data E and specifying the corresponding service, that is, the coordinates of the X axis. An example of this function will be described using the chat screen of FIG.

  FIG. 6 is an example of a chat screen displayed on the display of the user terminal 60 when the user terminal 60 accesses the search device 20.

  User terminal 60, when access to the search device 20, on the display of the user terminal 60, the chat screen is displayed, the message is displayed as "What? Hi. Question" that sent from the search unit 20 . On the other hand, the user inputs the question data E “I want to apply for a double plan”. Then, the search program 22a performs text mining or natural language processing on the question data E “I want to apply for a double plan” to decompose it into words and phrases. The service corresponding to the X axis is identified as a “W plan” by language processing of comparing with the business knowledge database B and further comparing with the general knowledge database C if necessary. This corresponds to the coordinate (03) on the X axis of the two-dimensional matrix database A in FIG.

  The second function is a function for specifying the corresponding action, that is, the coordinate of the Y axis from the content of the question data E by the language processing as described above. An example of this function will be described using the chat screen of FIG. That is, the search program 22a performs the language processing as described above based on the question data E “I want to apply for a double plan”, and specifies that the action corresponding to the Y axis is “application”. This corresponds to the coordinate (03) on the Y axis of the two-dimensional matrix database A in FIG.

  The third function acquires, from the FAQ database D, the FAQ linked to the XY coordinates determined by the specified X-axis coordinates and the specified Y-axis coordinates on the two-dimensional matrix database A. . An example of this function will be described with reference to FIG. 3 and the chat screen of FIG. If the X axis is the coordinate (03) corresponding to the “W plan” and the Y axis is the coordinate (03) corresponding to “application”, FIG. 3 shows that there are four FAQs. Yes. The search program 22a acquires four FAQs (FAQ question (Q) and FAQ answer (A)) linked to the XY coordinates (03) (03) from the FAQ database D, and outputs them to the interface unit 25. . The interface unit 25 transmits the acquired four FAQ questions (Q) to the user terminal 60. As a result, four FAQ questions (Q1 to Q4) are displayed on the display of the user terminal 60 as shown in FIG. In response to this, when the user designates which of the four FAQ questions (Q1 to Q4) is the desired FAQ question (Q) by a tap or the like, the search program 22a displays the designated FAQ. The FAQ answer (A) corresponding to the question (Q) is returned as the answer data F to the user terminal 60 and displayed from the display. Thereby, the user can obtain a desired answer.

  The fourth function creates inquiry data G for inquiring the service to the user in order to supplement the inquiry data E when the service cannot be specified and the coordinates of the X axis cannot be specified. An example of this function will be described using the chat screen of FIG.

  User terminal 60, when access to the search device 20, on the display of the user terminal 60, the chat screen is displayed, the message is displayed as "What? Hi. Question" that sent from the search unit 20 . In response to this, the user inputs the question data E "I want to cancel". Then, the search program 22a performs the language processing as described above on the question data E "I want to cancel", so that the action corresponding to the Y axis is the Y coordinate (04). ". Next, by referring to the two-dimensional matrix database A and confirming all the X coordinates associated with the action of “cancel” of the Y coordinate (04), all related services related to “cancel” To extract.

  Then, in order to inquire the user which service to cancel among the extracted services, inquiry data G is created and output to the interface unit 25. The interface unit 25 transmits the inquiry data G to the user terminal 60. As a result, the inquiry data G for inquiring about the service is displayed on the display of the user terminal 60 as shown in FIG. In response to this, when the user designates the corresponding service by a tap or the like, the search program 22a determines the coordinates of the X axis from the designated content. As a result, the coordinates of the X axis and the coordinates of the Y axis are specified. Therefore, as described in the third function, the coordinates are determined by the specified coordinates of the X axis and the specified coordinates of the Y axis. The FAQ linked to the XY coordinates on the two-dimensional matrix database A is acquired from the FAQ database D, and finally the user can obtain a desired answer.

  The fifth function creates inquiry data G for inquiring the user about the action in order to supplement the question data E when the action cannot be specified and the coordinate of the Y axis cannot be specified. An example of this function will be described using the chat screen of FIG.

  User terminal 60, when access to the search device 20, on the display of the user terminal 60, the chat screen is displayed, the message is displayed as "What? Hi. Question" that sent from the search unit 20 . On the other hand, the user inputs the question data E “I want to ask a question about the W plan”. Then, the search program 22a performs the language processing as described above, and specifies that the corresponding service is the “W plan” having the X coordinate (03). Next, with reference to the two-dimensional matrix database A, all the Y coordinates associated with the service “W plan” of the X coordinate (03) are extracted.

  Then, in order to inquire the user of which action corresponds to the extracted Y coordinate, the inquiry data G is generated and output to the interface unit 25. The interface unit 25 transmits the inquiry data G to the user terminal 60. As a result, as shown in FIG. 9, inquiry data G for inquiring behavior is displayed on the display of the user terminal 60. In response to this, when the user designates the corresponding action by a tap or the like, the search program 22a determines the coordinates of the Y axis. FIG. 9 shows a state where “cancel” is tapped as an example. As a result, the X-axis coordinate and the Y-axis coordinate are specified, and as described in the third function, the XY determined by the specified X-axis coordinate and the specified Y-axis coordinate. The FAQ linked to the coordinates is acquired from the FAQ database D, and finally, the user can obtain a desired answer.

  The sixth function is that if both the service, that is, the X-axis coordinate and the action, that is, the Y-axis coordinate, cannot be specified, the service assigned to the X-axis and the Y-axis to supplement the question data E First, inquiry data G for inquiring the user of the lesser of the behaviors assigned to is created. An example of this function will be described using the chat screen of FIG.

  User terminal 60, when access to the search device 20, on the display of the user terminal 60, the chat screen is displayed, the message is displayed as "What? Hi. Question" that sent from the search unit 20 . On the other hand, for example, the user inputs the question data E “What is the weather in Osaka?”. Then, the search program 22a performs the language processing as described above based on the question data E, and determines that this question does not correspond to a service or an action. In this case, the search program 22a inquires of the user which one of the services classified in the two-dimensional matrix database A and the behavior is smaller. Here, it is assumed that the number of services is smaller than the number of actions. In this case, the search program 22 a creates inquiry data G for displaying all services classified in the two-dimensional matrix database A, and outputs the inquiry data G to the interface unit 25. The interface unit 25 transmits the inquiry data G to the user terminal 60. As a result, all the services are displayed on the display of the user terminal 60 as shown in FIG. Thus, by asking the user first about the lesser of the services and actions, the amount of information displayed from the user terminal 60 as the inquiry data G can be reduced.

  When the user designates a desired service (for example, industrial newspaper viewer) from the displayed services by tapping or the like, the search program 22a performs the language processing as described above, and the corresponding service, that is, X Specify the axis coordinates.

  Next, as described in the fifth function, all actions related to the specified service are extracted. Then, in order to inquire the user which action corresponds to the extracted action, the inquiry data G is created and output to the interface unit 25. The interface unit 25 transmits the inquiry data G to the user terminal 60. As a result, the inquiry data G for inquiring behavior is displayed from the display of the user terminal 60 as shown in FIG. In response to this, when the user designates a corresponding action (for example, a credit card) by a tap or the like, the search program 22a performs language processing as described in the second function, that is, the corresponding action, Specify the Y-axis coordinates. As a result, the X-axis coordinate and the Y-axis coordinate are specified. As described in the third function, the two-dimensional data determined by the specified X-axis coordinate and the specified Y-axis coordinate. The FAQ linked to the XY coordinates on the matrix database A is acquired from the FAQ database D, and finally the user can obtain a desired answer.

  The process of determining the FAQ to be provided to the user based on the question data E is classified into nine patterns 1 to 9 as shown in FIG. However, according to the search device 20, it is possible to cope with any of these nine patterns 1 to 9 by appropriately combining the first to sixth functions described above.

  As described above, in the search device 20 to which the search method according to the embodiment of the present invention is applied, the content of the question data E from the user is located at which coordinate on the two-dimensional matrix database A by the above-described action. It is possible to identify whether this is the case. Further, when the question data E is insufficient, the inquiry data G is created and the user is inquired, thereby extracting the missing information from the user while appropriately navigating the user through the dialogue. be able to. This narrows down which coordinates in the two-dimensional matrix database A correspond to the user's question, so that an appropriate FAQ for the question data can be searched with high accuracy.

  In this way, the technical configuration is such that the language processing is performed on the question data E, the coordinates corresponding to the question on the two-dimensional matrix database A are specified, and appropriate information is presented according to the specified coordinates. Is completely different from the prior art.

  In the prior art, a question sentence and a FAQ are associated with each other in advance in a one-to-one manner, and the FAQ is associated with which FAQ by performing natural language processing on the question sentence. It was. However, with this method, it has been difficult to specify an appropriate FAQ with high accuracy even if expensive AI technology is used.

  Since the search device 20 to which the search method according to the embodiment of the present invention is applied does not use such a method, the work of associating the question text and the FAQ in advance one-on-one is unnecessary, and thus realized at a low price. It is also possible.

  Further, by the search device 20 to which the search method according to the embodiment of the present invention is applied, the user inputs the question data E in a free format using a familiar chatbot environment without following a predetermined format. Thus, a desired answer can be obtained. Therefore, it is possible to improve user convenience.

  Further, in the search device 20 to which the search method according to the embodiment of the present invention is applied, the two-dimensional matrix database A is used not only for narrowing down the question contents, but also for inquiring the user of insufficient information. It is also used when creating the inquiry data G. For example, as described with reference to FIG. 6, when only the service corresponding to the X axis (for example, “W plan”) is specified, the two-dimensional matrix database A is referred to, and the service “W plan” is obtained. All related actions are extracted, and on the basis of them, FAQ questions (Q1 to Q4) including the related actions are displayed. By using the two-dimensional matrix database A in this way, irrelevant information is eliminated, and it is possible to provide an appropriate FAQ question (Q) including only related actions.

  If you do not use the two-dimensional matrix database A, that is, if you try to create it with the conventional technology, for example, “Is this OO or △△?” This is not possible without building a huge scenario and programming a huge number of if statements.

  However, according to the search device 20 to which the search method according to the embodiment of the present invention is applied, by using the two-dimensional mapping database A, it is not necessary to construct a huge scenario that is necessary in the conventional technology.

  As described above, the search device 20 to which the search method according to the embodiment of the present invention is applied has many advantages that cannot be realized by the conventional technology.

  The best mode for carrying out the present invention has been described above with reference to the accompanying drawings, but the present invention is not limited to such a configuration. Within the scope of the invented technical idea of the scope of claims, a person skilled in the art can conceive of various changes and modifications. The technical scope of the present invention is also applicable to these changes and modifications. It is understood that it belongs to.

  For example, in the above embodiment, the question data E sent from the user terminal 60 to the search device 20 and the query data G and answer data F sent from the search device 20 to the user terminal 60 are based on character information using a chat screen. However, this is only an example, and it can be realized by voice information instead of character information, or it can be realized only by voice information when it is mostly realized by character information. Alternatively, it may be performed by both character information and voice information.

10. Network configuration,
20. ・ Search device,
22..Memory,
22a ... Search program,
22b..Writable data area,
23 .. External recording medium,
24..Recording medium reading section,
25. Interface part,
60 .. User terminal,
80. Communication network.

Claims (13)

A search device,
Interface means for receiving input of question data from the user;
A database in which response data related to actions for a given service is linked;
Based on the contents of the question data, the database includes search means for searching for corresponding answer data from the database,
The database is constituted by a two-dimensional matrix constituted by a first axis to which the predetermined service is assigned and a second axis to which the action is assigned.
The answer data is determined by the predetermined service and the action, and is associated with corresponding coordinates on the two-dimensional matrix,
The search means includes
A first function for identifying the predetermined service based on the content of the question data;
A second function for identifying the action based on the content of the question data;
A third function of acquiring the answer data associated with coordinates on the two-dimensional matrix determined by the specified service and the specified action;
A fourth function for creating inquiry data for inquiring the predetermined service to the user in order to supplement the inquiry data when the predetermined service cannot be specified;
And a fifth function for creating inquiry data for inquiring the user about the behavior in order to supplement the question data when the behavior cannot be specified. The search means further includes
If both the predetermined service and the action cannot be specified, the predetermined service assigned to the first axis and the assigned to the second axis to supplement the question data The search device according to claim 1, further comprising a sixth function of creating inquiry data for inquiring of the user which one of actions is smaller.   The search device according to claim 1, wherein the interface unit receives the question data as document data or voice data.   The search device according to any one of claims 1 to 3, wherein the interface means outputs the answer data.   The search device according to claim 4, wherein the interface means outputs the answer data as document data or voice data.   The search device according to any one of claims 1 to 5, wherein the content of the answer data is a FAQ regarding at least one of the predetermined service and the action.   The search device according to claim 1 or 2, wherein, when an inquiry is made to the user, the interface means outputs the inquiry data to the user.   The search device according to claim 7, wherein the interface means outputs the inquiry data as document data or voice data.   The search device according to any one of claims 1 to 8, wherein a plurality of answer data are linked to the same coordinates on the two-dimensional matrix.   The search device according to claim 1, wherein the predetermined service includes a predetermined product. It is implemented by a search device that accepts question data from a user via an interface means, and searches for the corresponding answer data based on the content of the question data from a database associated with answer data related to an action for a predetermined service. Search method,
The database is constituted by a two-dimensional matrix constituted by a first axis to which the predetermined service is assigned and a second axis to which the action is assigned.
The answer data is determined by the predetermined service and the action, and is associated with corresponding coordinates on the two-dimensional matrix,
The search device is
Identifying the predetermined service based on the content of the question data;
Identifying the action based on the content of the question data;
Obtaining the answer data associated with coordinates on the two-dimensional matrix determined by the identified service and the identified action;
Creating query data for querying the user for the predetermined service to supplement the question data if the predetermined service cannot be identified;
And a step of creating inquiry data for inquiring of the user about the behavior in order to supplement the question data when the behavior cannot be specified. A program for searching for response data according to the content of question data from a user by a computer from a database in which response data related to behavior for a predetermined service is linked,
The database is constituted by a two-dimensional matrix constituted by a first axis to which the predetermined service is assigned and a second axis to which the action is assigned.
The answer data is determined by the predetermined service and the action, and is associated with corresponding coordinates on the two-dimensional matrix,
In the computer,
A function of receiving the question data input by the user;
A function for identifying the predetermined service based on the content of the question data;
A function for identifying the action based on the content of the question data;
A function of acquiring the answer data associated with coordinates on the two-dimensional matrix determined by the specified service and the specified action;
A function of creating inquiry data for inquiring the predetermined service to the user in order to supplement the question data when the predetermined service cannot be specified;
A function for creating inquiry data for inquiring the user about the behavior in order to supplement the question data when the behavior cannot be specified;
A program for realizing a function of outputting the acquired answer data to the user. A database used by a search device,
The database is composed of a two-dimensional matrix formed by associating response data related to an action with respect to a predetermined service and including a first axis to which the predetermined service is assigned and a second axis to which the action is assigned. And
The answer data is determined by the predetermined service and the action, and is associated with corresponding coordinates on the two-dimensional matrix,
By the search device,
Based on the content of the question data from the user, the predetermined service is identified,
Based on the content of the question data, the action is identified,
The answer data associated with coordinates on the two-dimensional matrix determined by the identified service and the identified action is acquired,
If the predetermined service cannot be specified, in order to supplement the question data, inquiry data for inquiring the user of the predetermined service is created,
If the action cannot be specified, in order to supplement the question data, inquiry data for inquiring the user of the action is created,
A database used for searching corresponding answer data from the database based on the contents of the question data.