JP2019159690A - Information processing program, information processing method, and information processor - Google Patents

Abstract

To efficiently accumulate information regarding a verbal question.SOLUTION: An information processing program allows a computer to execute processing for determining whether voice input from a microphone during a period in which a screen is displayed from a predetermined screen group includes a question expression, and processing for storing information for indicating the voice contents in association with identification information on the screen when the voice includes the expression.SELECTED DRAWING: Figure 3

Description

  The present invention relates to an information processing program, an information processing method, and an information processing apparatus.

  Users who use a business computer system installed in the workplace can refer to the manual or ask other users (for example, a colleague next door) a verbal question if they do not know how to operate the computer system. By doing so, you can know the correct operation method.

JP 2012-123658 A JP 2007-328504 A

  However, when an oral question is made to another user, the answer to the question is basically not recorded, although it is useful information regarding proficiency in the operation of the business system. Therefore, when the matter concerning the answer is not described in the manual. The same question may be repeated among other users.

  Therefore, in one aspect, an object of the present invention is to efficiently accumulate information related to verbal questions.

  In one aspect, the information processing program includes a process of determining whether the expression of the question is included in the voice input from the microphone during a period in which any one of the predetermined screen groups is displayed. When the speech includes the expression, the computer causes the computer to execute processing for associating information indicating the content of the speech with the identification information of the screen and storing the information in a storage unit.

  As one aspect, it is possible to efficiently accumulate information related to verbal questions.

It is a figure which shows the structural example of the information processing system 1 in embodiment of this invention. It is a figure which shows the hardware structural example of the analyzer 10 in embodiment of this invention. It is a figure which shows the function structural example of the information processing system 1 in embodiment of this invention. It is a flowchart for demonstrating an example of the process sequence of the production | generation process of the conversation data which the user terminal 20 performs. 3 is a diagram illustrating a configuration example of an audio data storage unit 211. FIG. It is a flowchart for demonstrating an example of the process sequence of the extraction process of the QA data from the conversation data group which the analysis apparatus 10 performs. 3 is a diagram illustrating a configuration example of a keyword storage unit 111. FIG. 3 is a diagram illustrating a configuration example of a QA storage unit 112. FIG. It is a flowchart for demonstrating an example of the process sequence which the user terminal 20 performs according to the transition of a work screen. 3 is a diagram illustrating a configuration example of an operation log storage unit 212. FIG. It is a figure which shows the example of a display of QA data. 5 is a flowchart for explaining an example of a processing procedure of operation log analysis processing executed by the analysis apparatus 10; 3 is a diagram illustrating a configuration example of an operation time storage unit 113. FIG. It is a figure which shows the structural example of the transition information storage part. It is a figure which shows the structural example of the determination result memory | storage part 115. FIG.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings. FIG. 1 is a diagram illustrating a configuration example of an information processing system 1 according to an embodiment of the present invention. In FIG. 1, the information processing system 1 includes an analysis device 10 and one or more user terminals 20. The analysis apparatus 10 and each user terminal 20 are connected via a network such as a LAN (Local Area Network) or the Internet. For example, the information processing system 1 is operated in an organization (hereinafter referred to as “organization A”) such as a company, a hospital, or a local government office.

  The user terminal 20 is a terminal that provides a user interface (hereinafter referred to as “business system UI”) of a computer system related to business in the organization A (hereinafter referred to as “business system UI”) to the staff of the organization A. . The business system UI is a set of a plurality of screens (hereinafter each referred to as “business screen”). For example, a PC (Personal Computer), a tablet terminal, a smartphone, or the like may be used as the user terminal 20. Note that the user of the user terminal 20 may be an operator at a call center for the business system.

  The analysis device 10 collects the content of the user's conversation on the user terminal 20, extracts the content of the conversation related to the question and answer regarding the business system from the collected content of the conversation, and accumulates the extracted content of the conversation Computer. The analysis apparatus 10 also starts from a predetermined operation procedure (a correct operation procedure scheduled in the business system) with respect to the operation on the business system based on the operation log that is the operation history information of the business system UI in the user terminal 20. Detect deviating operations.

  FIG. 2 is a diagram illustrating a hardware configuration example of the analysis apparatus 10 according to the embodiment of the present invention. The analysis device 10 in FIG. 2 includes a drive device 100, an auxiliary storage device 102, a memory device 103, a CPU 104, an interface device 105, and the like that are mutually connected by a bus B.

  A program that realizes processing in the analysis apparatus 10 is provided by the recording medium 101. When the recording medium 101 on which the program is recorded is set in the drive device 100, the program is installed from the recording medium 101 to the auxiliary storage device 102 via the drive device 100. However, the program need not be installed from the recording medium 101 and may be downloaded from another computer via a network. The auxiliary storage device 102 stores the installed program and also stores necessary files and data.

  The memory device 103 reads the program from the auxiliary storage device 102 and stores it when there is an instruction to start the program. The CPU 104 executes a function related to the analysis device 10 according to a program stored in the memory device 103. The interface device 105 is used as an interface for connecting to a network.

  An example of the recording medium 101 is a portable recording medium such as a CD-ROM, a DVD disk, or a USB memory. An example of the auxiliary storage device 102 is an HDD (Hard Disk Drive) or a flash memory. Both the recording medium 101 and the auxiliary storage device 102 correspond to computer-readable recording media.

  The user terminal 20 may also have a hardware configuration as shown in FIG. However, the user terminal 20 includes an input device such as a keyboard, a mouse, and a touch panel, a display device, and the like.

  FIG. 3 is a diagram illustrating a functional configuration example of the information processing system 1 according to the embodiment of the present invention. 3, the user terminal 20 includes a recording control unit 21, a voice recognition unit 22, a conversation data transmission unit 23, a system UI unit 24, an operation log transmission unit 25, and the like. Each of these units is realized by processing that one or more programs installed in the user terminal 20 cause the CPU of the user terminal 20 to execute. The user terminal 20 also uses an audio data storage unit 211, an operation log storage unit 212, and the like. Each of these storage units can be realized using, for example, an auxiliary storage device of the user terminal 20 or a storage device that can be connected to the user terminal 20 via a network.

  The recording control unit 21 controls generation of voice data in which a conversation of a user who is using the business system is recorded. The voice of the conversation may be input from a microphone connected to the user terminal 20, for example. Alternatively, if the user of the user terminal 20 is a call center operator, the telephone and the user terminal 20 may be connected so that voice of conversation (call) can be input from the telephone, or the head worn by the operator By connecting the set and the user terminal 20, a conversation voice may be input from the headset.

  In addition, if the user of the user terminal 20 is a staff member of the organization A, the conversation is a conversation between the staff members (for example, a conversation between the user and staff members around the user). In the present embodiment, it is assumed that the user of the business system asks another staff member when the user does not understand the operation of the business system or has a question.

  Further, when the user of the user terminal 20 is a call center operator, the conversation is between a person who calls the call center (for example, an employee of the organization A, hereinafter referred to as “questioner”) and the operator. It is a conversation. Alternatively, an operator who receives a question from a questioner may make an inquiry about the question to, for example, a business system developer. In this case, after the start of the call with the questioner, the operator places the call on hold (that is, the state where the voice input to the microphone is not transmitted to the questioner), and makes a call with the developer. Ask questions to the developer, etc. and get answers from the developer. The contents of the telephone conversation between the operator and the developer may be input to the recording control unit 21 from the operator's telephone, for example.

  The voice data is stored in the voice data storage unit 211 in association with business screen identification information (hereinafter referred to as “screen ID”) displayed on the user terminal 20 during the conversation. That is, the audio data is generated for each displayed business screen.

  The voice recognition unit 22 performs voice recognition on each voice data, and converts the voice data into a character string, so that for each voice data, a character string as a result of voice recognition and a screen associated with the voice data. Data including ID and the like (hereinafter referred to as “conversation data”) is generated.

  The conversation data transmission unit 23 transmits the conversation data group to the analysis server.

  The system UI unit 24 controls display of the business screen. The system UI unit 24 stores, in the operation log storage unit 212, an operation log indicating history information of operations on the business screen every time the business screen to be displayed changes (changes). Therefore, each operation log corresponds to any one business screen, and includes the screen ID of the business screen, information indicating the period during which the business screen was displayed, and the like.

  The operation log transmission unit 25 transmits an operation log group to the analysis device 10.

  On the other hand, the analysis device 10 includes a conversation data reception unit 11, a QA extraction unit 12, a search unit 13, an operation log reception unit 14, an operation log analysis unit 15, and the like. Each of these units is realized by processing that one or more programs installed in the analysis apparatus 10 cause the CPU 104 to execute. The analysis apparatus 10 also uses a keyword storage unit 111, a QA storage unit 112, an operation time storage unit 113, a transition information storage unit 114, a determination result storage unit 115, and the like. Each of these storage units can be realized using, for example, a storage device that can be connected to the auxiliary storage device 102 or the analysis device 10 via a network.

  The conversation data receiving unit 11 receives a conversation data group transmitted from the user terminal 20. The QA extraction unit 12 refers to the keyword storage unit 111 from the conversation data group received by the conversation data reception unit 11, and questions or questions regarding the operation of the business system (hereinafter, unified as “questions”), and Conversation data (hereinafter referred to as “QA data”) that is likely to contain an answer to the question is extracted. The extracted QA data is stored in the QA storage unit 112. The keyword storage unit 111 stores a list of character strings (hereinafter referred to as “keywords”) that are likely to be included in the question.

  In response to the QA data acquisition request from the system UI unit 24 of the user terminal 20, the search unit 13 searches the QA storage unit 112 for QA data including the screen ID of the business screen included in the acquisition request. The sent QA data is returned to the system UI unit 24. The system UI unit 24 transmits a QA data acquisition request including the screen ID of the business screen as the transition destination to the search unit 13 every time a screen transition occurs. The system UI unit 24 displays a pop-up screen including the QA data returned from the search unit 13 together with the business screen of the transition destination. By doing so, the user can obtain in advance (before operation) a hint about the operation of the business screen at the transition destination.

  The operation log reception unit 14 receives an operation log group transmitted from the operation log transmission unit 25 of the user terminal 20.

  The operation log analysis unit 15 determines whether or not the operation by the user deviates from a predetermined operation procedure based on the operation log group received by the operation log reception unit 14, and assigns the determination result to each operation log. To do. The operation log to which the determination result is assigned is stored in the determination result storage unit 115.

  Hereinafter, a processing procedure executed in the information processing system 1 will be described. FIG. 4 is a flowchart for explaining an example of a processing procedure of conversation data generation processing executed by the user terminal 20.

  The recording control unit 21 waits for the occurrence of screen transition (S101). The screen transition refers to a menu screen display that is a business screen displayed immediately after the system UI unit 24 is activated, or a screen transition from the business screen to another business screen. Such a screen transition may be detected based on an event from the OS (Operating System) of the user terminal 20, for example.

  When the screen transition occurs, the recording control unit 21 determines whether or not the user's conversation is currently being recorded (S102). When recording is not in progress (No in S102), the recording control unit 21 starts recording (S103). Subsequently, the recording control unit 21 acquires screen information of the currently displayed (operation target) business screen from the system UI unit 24 (S104). The screen information is information including the screen ID and screen name of the business screen.

  Note that after the call between the questioner and the operator is started, the call is put on hold, and when the content of the conversation between the operator and the developer is to be recorded, the recording is performed when step S103 is executed for the first time. The control unit 21 may wait for a hold instruction to be input to the operator's telephone after the call between the questioner and the operator (that is, the first call) is started. That is, when the recording control unit 21 detects that the call between the questioner and the operator shifts to the hold state, the recording control unit 21 starts recording the call between the operator and the developer (that is, the second call). It may be.

  The recording control unit 21 may wait for the start of recording until a hold instruction is input to the operator's telephone and a call between the operator's telephone and the developer's telephone is connected. . That is, the recording control unit 21 may perform recording when the call with the questioner is on hold and the call is being made with the developer or the like.

  Furthermore, the recording control unit 21 is configured such that, during a call between the operator and the interrogator, when the operator does not input an operation on any of the business screens for a predetermined period (that is, the period when the operator's operation is interrupted is a predetermined period) Only when it is detected that the operation by the operator deviates from the predetermined operation procedure, when the call from the questioner to the call center is put on hold, the operator and the developer Recording of the contents of the call may be started. In this case, it is estimated that the operator is taking time to answer the question from the questioner. Therefore, it is considered that the content of the second call in such a case is likely to be a conversation for obtaining an answer to the question from the questioner from the developer or the like.

  Note that a method for detecting deviation from a predetermined operation procedure may be the same as the determination method in step S404 of FIG. That is, when a screen transition different from the assumed screen transition occurs, an operation deviating from a predetermined operation procedure may be detected.

  On the other hand, when recording is in progress (that is, when recording is started) (Yes in S102), the recording control unit 21 ends the recording (S105). Subsequently, the recording control unit 21 stores the audio data recorded from the start to the end of the recording in the audio data storage unit 211 in association with the screen information (S106).

  Subsequently, the recording control unit 21 executes steps S103 and S104 and waits for a screen transition (S101). Therefore, the audio data storage unit 211 stores audio data, for example, as shown in FIG.

  FIG. 5 is a diagram illustrating a configuration example of the audio data storage unit 211. As shown in FIG. 5, the voice data storage unit 211 records, for each business screen, the screen ID and screen name of the business screen and the conversation performed during the period during which the business screen is displayed. Audio data is associated with each other and stored. In FIG. 5, the content of the conversation in the audio data is expressed by a character string for convenience, but at this time, the content of the conversation is stored in the format of the audio data.

  Thereafter, when the use of the business system by the user ends (Yes in S107), the recording control unit 21 performs the same processing as in Steps S105 and S106, thereby obtaining the audio data regarding the business screen displayed last as audio. The data is stored in the data storage unit 211 (S108, S109).

  Subsequently, the voice recognition unit 22 recognizes a character string by voice recognition from each voice data stored in the voice data storage unit 211 (that is, the voice data is converted into a character string) (S110). As a result, conversation data in which the voice data is replaced with a character string (hereinafter referred to as “conversation character string”) is generated for each record in FIG.

  Subsequently, the conversation data transmission unit 23 transmits the conversation data group generated by the voice recognition unit 22 to the analysis device 10 (S110). The conversation data group is received by the conversation data receiving unit 11.

  FIG. 6 is a flowchart for explaining an example of a processing procedure of QA data extraction processing from the conversation data group executed by the analysis apparatus 10.

  In step S <b> 201, the QA extraction unit 12 acquires one conversation data as a processing target from the conversation data group received by the conversation data reception unit 11. Hereinafter, the acquired conversation data is referred to as “target conversation data”.

  Subsequently, the QA extraction unit 12 determines whether any keyword stored in the keyword storage unit 111 is included in the conversation character string (character string converted from the voice data) in the target conversation data. Determine (S202).

  FIG. 7 is a diagram illustrating a configuration example of the keyword storage unit 111. As illustrated in FIG. 7, the keyword storage unit 111 stores a character string indicating an expression that is estimated to be frequently included in an oral question as a keyword.

  When the conversation character string in the target conversation data includes any keyword (Yes in S202), the QA extraction unit 12 stores the target conversation data in the QA storage unit 112 as QA data (S203).

  FIG. 8 is a diagram illustrating a configuration example of the QA storage unit 112. As shown in FIG. 8, the configuration of QA data stored in the QA storage unit 112 is the same as the configuration of conversation data. FIG. 8 shows an example in which it is determined that the conversation data related to the record of item number 3 among the records in the voice data storage unit 211 shown in FIG. 5 does not correspond to the QA data.

  It is possible that a question unrelated to the operation of the business screen may be asked during the display of the business screen. In consideration of such a possibility, the determination condition in step S202 may be “any one keyword is included in the conversation character string and the screen name of the target conversation data is included in the conversation character string”. . This is because when a question about operation of a business screen is given to a neighboring colleague or the like, the screen name of the business screen may be included in the question.

  When step S201 and subsequent steps are executed for all conversation data included in the conversation data group received by the conversation data receiving unit 11 (Yes in S204), the processing in FIG. 6 ends.

  FIG. 9 is a flowchart for explaining an example of a processing procedure executed by the user terminal 20 in response to the transition of the business screen. When the system UI unit 24 (client of the business system) is activated in the user terminal 20, the system UI unit 24 starts the process of FIG.

  In response to the activation, the system UI unit 24 displays a menu screen, which is the first screen displayed in the business screen group, on the display device 106 (S301). The menu screen is a screen for selecting a business menu.

  Subsequently, the system UI unit 24 substitutes the current date and time for the variable ts (S302). The variable ts is a variable for storing the display start date and time of the currently displayed business screen. Subsequently, the system UI unit 24 transmits an acquisition request for QA data corresponding to the displayed business screen (the menu screen at this stage) to the search unit 13 of the analysis apparatus 10 (S303). The acquisition request includes the screen ID of the business screen being displayed.

  The search unit 13 that has received the acquisition request searches the QA storage unit 112 (FIG. 8) for QA data including the screen ID included in the acquisition request. When the corresponding QA data is searched, the search unit 13 acquires the corresponding QA data from the QA storage unit 112 as an output target, and returns a response including the QA data. When the corresponding QA data is not searched, the search unit 13 returns a response indicating that there is no corresponding QA data.

  When QA data is not included in the response from the search unit 13 (No in S304), the system UI unit 24 waits for an operation by the user on the displayed business screen (hereinafter referred to as “display screen”) ( S306). When QA data is included in the response from the search unit 13 (Yes in S304), the system UI unit 24 displays the QA data on the display device 106 (S305), and proceeds to step S306.

  When the display screen is operated by the user (Yes in S306) and the operation is an operation that causes a transition of the business screen (Yes in S307), the system UI unit 24 displays the business screen of the transition source (current display screen) It is determined whether or not is a menu screen (S308). When the transition source is the menu screen (Yes in S308), the system UI unit 24 stores the menu information of the menu selected on the menu screen as the target menu information in the memory device 103 (S309). Here, the menu information is information including a menu ID and a menu name.

  Subsequently, the system UI unit 24 substitutes the current date and time for the variable te (S310). The variable te is a variable for storing the date and time when the display of the transition source business screen is completed. Subsequently, the system UI unit 24 generates an operation log, and stores the generated operation log in the operation log storage unit 212 (S311).

  FIG. 10 is a diagram illustrating a configuration example of the operation log storage unit 212. One line shown in FIG. 10 corresponds to one operation log. Each operation log includes an item number, date, start time, end time, user ID, menu ID, menu name, screen ID, screen name, transition destination screen name, and the like.

  The item number is information indicating the order of operation logs. The date is the date when the operation log was generated. The start time is the time when the display of the business screen corresponding to the operation log is started. The end time is the time when the display of the business screen is ended. The user ID is a user ID of a user who uses the business system. For example, the user ID may be input when logging into the business system. The menu ID and menu name are the menu ID and menu name of the menu last selected before the business screen is displayed. The screen ID is the screen ID of the business screen. The screen name is the screen name of the business screen. The transition destination screen name is the screen name of the transition destination business screen from the business screen.

  The start time is specified based on the value of the variable ts. The end time is specified based on the value of the variable te. The menu ID and menu name are specified based on the target menu information stored in the memory device 103. The screen ID and screen name are specified by acquiring the screen ID and screen name of the display screen. The transition destination screen name is specified by the screen name of the business screen to be displayed.

  Subsequently, the system UI unit 24 displays a transition destination business screen (hereinafter referred to as a “transition destination screen”) on the display device 106, thereby causing a transition of the business screen (S312). At this time, if the transition source business screen is other than the menu screen, the business screen may be hidden.

  Subsequent to step S312, step S302 and subsequent steps are executed. At this time, if QA data is acquired for the transition destination screen (Yes in S304), the system UI unit 24 displays the QA data on the display device 106 (S305).

  FIG. 11 is a diagram illustrating a display example of QA data. FIG. 11 shows an example in which the pop-up screen p1 is displayed superimposed on the A screen w1 which is one of the business screens. The acquired QA data is listed on the pop-up screen p1 as the QA content.

  If the operation on the display screen by the user is an instruction to end the business system (Yes in S313), the system UI unit 24 executes the same processing as in steps S310 and S311 to generate an operation log, and The log is stored in the operation log storage unit 212 (S314, S315).

  Subsequently, the operation log transmission unit 25 transmits the operation log group stored in the operation log storage unit 212 after step S301 to the analysis apparatus 10 (S316). The operation log group is received by the operation log receiving unit 14 of the analysis apparatus 10.

  FIG. 12 is a flowchart for explaining an example of a processing procedure of operation log analysis processing executed by the analysis apparatus 10.

  In step S <b> 401, the operation log analysis unit 15 acquires one operation log as a processing target from the operation log group received by the operation log reception unit 14. Hereinafter, the acquired operation log is referred to as “target log”.

  Subsequently, the operation log analysis unit 15 determines whether or not the operation time for the business screen corresponding to the target log (hereinafter referred to as “target screen”) is normal (S402). The operation time is an elapsed time from the start time to the end time of the target log. Whether or not the operation time is normal is determined with reference to the operation time storage unit 113.

  FIG. 13 is a diagram illustrating a configuration example of the operation time storage unit 113. As illustrated in FIG. 13, the operation time storage unit 113 stores a standard operation time as a threshold in association with the screen ID of each business screen. The standard operation time is a standard operation time for the business screen associated with the screen ID. The standard operation time may be determined empirically or may be determined by other methods. Also, the empirically maximum operation time may be the standard operation time.

  Therefore, in step S402, the operation log analysis unit 15 determines whether or not the operation time related to the target log is equal to or less than the standard operation time associated with the screen ID of the target screen. When the operation time exceeds the standard operation time (No in S402), the operation log analysis unit 15 assigns “operation time abnormality” as a determination result to the target log (S403). In this case, it is because the state where the operation by the user is interrupted or the state where it is stagnant is estimated. In other words, the operation log analysis unit 15 detects a business screen whose displayed time exceeds a predetermined time. The “operation time abnormality” is a label indicating that the operation time is abnormal.

  In the case of Yes in step S402, or following step S403, the operation log analysis unit 15 determines whether or not the screen transition in the target log is normal (S404). The screen transition in the target log refers to a screen transition specified by a screen name and a transition destination screen name included in the target log. That is, the screen transition in the target log refers to a screen transition from the business screen related to the screen name to the business screen related to the transition destination screen name. Whether the screen transition is correct or not is determined with reference to the transition information storage unit 114.

  FIG. 14 is a diagram illustrating a configuration example of the transition information storage unit 114. As shown in FIG. 14, each record in the transition information storage unit 114 includes an item number, a menu ID, one or more transitions N (N is an integer of one or more), and the like.

  The menu ID is the menu ID of the menu selected on the menu screen. The transition N is information indicating a screen transition that should occur when an operation is normally performed for a task related to the menu. For example, the record of item number 1 includes “screen A → screen B” as transition 1 and “screen B → screen C” as transition 2. This indicates that in the business whose menu ID is “111”, the business screen should transition in the order of screen A → screen B → screen C.

  Note that the record of item number 5 and the record of item number 6 indicate screen transitions for the same menu ID. That is, the record of item number 5 indicates that in the business with the menu ID “555”, the business screen should transition in the order of screen M → screen N → screen O → screen P. The record of item number 6 indicates that in the business with the menu ID “555”, the business screen should transition in the order of screen M → screen N → screen O → screen Q. This means that the destination business screen branches to the screen P or the screen Q in response to an operation on the screen O.

  Therefore, in step S404, the operation log analysis unit 15 acquires a record including the menu ID of the target log from the transition information storage unit 114, and the transition from the screen name of the target log to the transition destination screen name is included in the record. It is determined whether or not any one of the transitions N matches. When the transition from the screen name of the target log to the transition destination screen name does not match any of the transitions N (No in S404), the operation log analysis unit 15 sets “screen transition abnormality” as the determination result in the target log. (S405). “Screen transition abnormality” is a label indicating that the screen transition is abnormal. That is, in this embodiment, the operation log analysis unit 15 causes the user operation to deviate from a predetermined operation procedure (screen transition stored in the transition information storage unit 114) based on the screen transition indicated by the operation log. Detects the current business screen.

  In the case of Yes in step S404 or following step S405, the operation log analysis unit 15 determines whether or not a determination result is given to the target log (S406). When the determination result is not given to the target log (No in S406), the operation log analysis unit 15 gives “normal” to the target log as a determination result (S407). “Normal” is a label indicating that the operation indicated by the target log is normal.

  In the case of Yes in step S406 or subsequent to step S407, the operation log analysis unit 15 stores the target log to which the determination result is given in the determination result storage unit 115 (S408).

  When step S401 and subsequent steps are executed for all operation logs included in the operation log group received by the operation log receiving unit 14 (Yes in S409), the processing in FIG. 12 ends. As a result, the following operation log is stored in the determination result storage unit 115.

  FIG. 15 is a diagram illustrating a configuration example of the determination result storage unit 115. As illustrated in FIG. 15, the determination result storage unit 115 stores an operation log in which a determination result is added to the operation log illustrated in FIG. 10.

  By referring to the contents of the determination result storage unit 115, for example, a business system developer identifies a business screen in which a user of the business system frequently performs an operation mistake or is delayed, and the business screen Analyze the cause of the operation error and the reason for the operation delay. As a result of the analysis, the operability of the business screen may be improved by changing the layout of the business screen.

  Each user terminal 20 may have each function of the analysis device 10. In this case, the analysis device 10 may not be installed.

  In addition, the extraction of the question and the answer may be performed in parallel with the voice input to the microphone instead of the recorded voice data.

  As described above, according to the present embodiment, the user conversation recorded during the period in which any one of the business screens constituting the business system UI is displayed on the user terminal 20 has a question. Is included, the QA data including the content of the conversation is stored in association with the screen ID of the business screen. Here, when the conversation includes an expression of a question, there is a high possibility that the conversation includes an answer to the question. Therefore, according to the present embodiment, it is possible to efficiently accumulate information related to oral questions.

  Further, in response to a QA data acquisition request from the user terminal 20, QA data associated with the screen ID included in the acquisition request is transmitted to the user terminal 20. Therefore, when the business screen related to the screen ID is displayed on the user terminal 20, past questions and their answers can be displayed on the user terminal 20, and useful information regarding the operation of the business screen can be displayed to the user. Can be provided.

  Further, according to the present embodiment, it is possible to determine a business screen in which a user operation is delayed or a business screen deviating from a predetermined operation procedure in the business screen group. Therefore, the business system can be improved based on the determination result.

  In the present embodiment, the analysis device 10 or the user terminal 20 is an example of a computer or an information processing device. The QA extraction unit 12 is an example of a determination unit, a storage processing unit, and an extraction unit. The search unit 13 is an example of an acquisition unit. The QA storage unit 112 is an example of a storage unit. The operation log analysis unit 15 is an example of a first detection unit and a second detection unit. The recording control unit 21 is an example of a detection unit and a voice acquisition unit. The questioner is an example of a first call partner. A developer or the like is an example of a second call partner.

  Although the embodiments of the present invention have been described in detail above, the present invention is not limited to such specific embodiments, and various modifications can be made within the scope of the gist of the present invention described in the claims. Deformation / change is possible.

Regarding the above description, the following items are further disclosed.
(Appendix 1)
A process for determining whether the voice input from the microphone during the period in which any one of the predetermined screen groups is displayed includes an expression of a question;
When the expression is included in the sound, a process of storing information indicating the content of the sound in the storage unit in association with the identification information of the screen;
An information processing program for causing a computer to execute.
(Appendix 2)
Processing for acquiring the information stored in the storage unit in association with the identification information of the screen to be displayed as an output target;
The information processing program according to appendix 1, which causes the computer to execute
(Appendix 3)
In the determination process, it is determined whether any second character string in the second character string group indicating the expression of the question is included in the first character string recognized from the sound data including the sound. Judgment,
In the storing process, when the second character string is included in the first character string, the first character string is stored in the storage unit in association with the identification information of the screen,
The acquisition process acquires, as an output target, a character string stored in the storage unit in association with identification information of a screen to be displayed.
The information processing program according to supplementary note 2, characterized by:
(Appendix 4)
Based on the history information of operations related to the predetermined screen group, a screen for which the displayed time exceeds a predetermined time is detected.
The information processing program according to any one of appendices 1 to 3, which causes the computer to execute processing.
(Appendix 5)
Detecting that the operation by the user deviates from the predetermined operation procedure based on the history information of the operation related to the predetermined screen group;
The information processing program according to any one of supplementary notes 1 to 4, wherein the computer causes the computer to execute processing.
(Appendix 6)
Detecting a transition to a call holding state in which a voice input from the microphone is not transmitted to the first call partner after the start of a call with the first call partner using a microphone;
Obtaining voice input from the microphone in the hold state,
Analyzing the acquired voice and extracting a question and an answer to the question,
An information processing program for causing a computer to execute processing.
(Appendix 7)
The acquisition of the voice is executed when the communication with the first call partner is on hold and the call with the second call partner is in progress.
The information processing program according to supplementary note 6, wherein
(Appendix 8)
The acquisition or the extraction is performed when a period during which the operation during the call with the first call partner is interrupted exceeds a predetermined period, or when the operation during the call with the first call partner is a predetermined operation. The information processing program according to appendix 6 or 7, which is executed when it is detected that a deviation from the procedure is detected.
(Appendix 9)
The display screen displayed in the hold state on the display device of the operator's operation terminal equipped with the microphone is stored in the storage unit in association with the question and the answer,
When outputting the display screen to the operator or another operator, the question and the answer are displayed.
The information processing program according to any one of appendices 6 to 8, wherein the program causes a computer to execute the process.
(Appendix 10)
A process for determining whether the voice input from the microphone during the period in which any one of the predetermined screen groups is displayed includes an expression of a question;
When the expression is included in the sound, a process of storing information indicating the content of the sound in the storage unit in association with the identification information of the screen;
An information processing method characterized in that a computer executes.
(Appendix 11)
Processing for acquiring the information stored in the storage unit in association with the identification information of the screen to be displayed as an output target;
The information processing method according to appendix 10, wherein the computer executes
(Appendix 12)
In the determination process, it is determined whether any second character string in the second character string group indicating the expression of the question is included in the first character string recognized from the sound data including the sound. Judgment,
In the storing process, when the second character string is included in the first character string, the first character string is stored in the storage unit in association with the identification information of the screen,
The acquisition process acquires, as an output target, a character string stored in the storage unit in association with identification information of a screen to be displayed.
The information processing method according to supplementary note 11, characterized in that:
(Appendix 13)
Based on the history information of operations related to the predetermined screen group, a screen for which the displayed time exceeds a predetermined time is detected.
The information processing method according to any one of appendices 10 to 12, wherein the computer executes processing.
(Appendix 14)
Detecting that the operation by the user deviates from the predetermined operation procedure based on the history information of the operation related to the predetermined screen group;
14. The information processing method according to any one of appendices 10 to 13, wherein the computer executes processing.
(Appendix 15)
Detecting a transition to a call holding state in which a voice input from the microphone is not transmitted to the first call partner after the start of a call with the first call partner using a microphone;
Obtaining voice input from the microphone in the hold state,
Analyzing the acquired voice and extracting a question and an answer to the question,
An information processing method, wherein a computer executes a process.
(Appendix 16)
The acquisition of the voice is executed when the communication with the first call partner is on hold and the call with the second call partner is in progress.
The information processing method according to supplementary note 15, wherein
(Appendix 17)
The acquisition or the extraction is performed when a period during which the operation during the call with the first call partner is interrupted exceeds a predetermined period, or when the operation during the call with the first call partner is a predetermined operation. 17. The information processing method according to supplementary note 15 or 16, which is executed when it is detected that a deviation from the procedure is detected.
(Appendix 18)
The display screen displayed in the hold state on the display device of the operator's operation terminal equipped with the microphone is stored in the storage unit in association with the question and the answer,
When outputting the display screen to the operator or another operator, the question and the answer are displayed.
The information processing method according to claim 15, wherein the processing is executed by a computer.
(Appendix 19)
A determination unit that determines whether the voice input from the microphone during a period in which any one of the predetermined screen groups is displayed includes an expression of a question;
A storage processing unit that stores information indicating the content of the voice in the storage unit in association with the identification information of the screen when the voice includes the expression;
An information processing apparatus comprising:
(Appendix 20)
An acquisition unit that acquires, as an output target, the information stored in the storage unit in association with identification information of a screen to be displayed;
Item 20. The information processing apparatus according to appendix 19.
(Appendix 21)
The determination unit determines whether the first character string recognized from the voice data including the voice includes any second character string in the second character string group indicating the expression of the question. And
The storage processing unit stores the first character string in the storage unit in association with the identification information of the screen when the first character string includes the second character string,
The acquisition unit acquires, as an output target, a character string stored in the storage unit in association with identification information of a screen to be displayed.
The information processing apparatus according to appendix 20, characterized in that:
(Appendix 22)
A first detection unit for detecting a screen whose displayed time exceeds a predetermined time based on history information of an operation related to the predetermined screen group;
The information processing apparatus according to any one of appendices 19 to 21, wherein the information processing apparatus includes:
(Appendix 23)
A second detection unit that detects that an operation by the user deviates from a predetermined operation procedure based on operation history information regarding the predetermined screen group;
The information processing apparatus according to any one of appendices 19 to 22, wherein the information processing apparatus includes:
(Appendix 24)
A detection unit for detecting a transition to a call holding state in which a voice input from the microphone is not transmitted to the first call partner after the start of a call with the first call partner using a microphone;
An audio acquisition unit that acquires audio input from the microphone in the hold state;
An analysis unit that analyzes the acquired voice and extracts a question and an answer to the question;
An information processing apparatus comprising:
(Appendix 25)
The voice acquisition unit executes the acquisition of the voice when the communication with the first call partner is on hold and the call with the second call partner is in progress.
The information processing apparatus according to appendix 24, wherein
(Appendix 26)
The acquisition or the extraction is performed when a period during which the operation during the call with the first call partner is interrupted exceeds a predetermined period, or when the operation during the call with the first call partner is a predetermined operation. 26. The information processing apparatus according to appendix 24 or 25, which is executed when it is detected that a deviation from the procedure is detected.
(Appendix 27)
A storage processing unit that stores a display screen displayed in the hold state on a display device of an operator's operation terminal equipped with the microphone in a storage unit in association with the question and the answer;
A display control unit for displaying the question and the answer when outputting the display screen to the operator or another operator;
27. The information processing apparatus according to claim 24, further comprising:

DESCRIPTION OF SYMBOLS 1 Information processing system 10 Analysis apparatus 11 Conversation data reception part 12 QA extraction part 13 Search part 14 Operation log reception part 15 Operation log analysis part 20 User terminal 21 Recording control part 22 Voice recognition part 23 Conversation data transmission part 24 System UI part 25 Operation log transmission unit 100 Drive device 101 Recording medium 102 Auxiliary storage device 103 Memory device 104 CPU
105 interface device 111 keyword storage unit 112 QA storage unit 113 operation time storage unit 114 transition information storage unit 115 determination result storage unit 211 voice data storage unit 212 operation log storage unit B bus

Claims (13)

A process for determining whether the voice input from the microphone during the period in which any one of the predetermined screen groups is displayed includes an expression of a question;
When the expression is included in the sound, a process of storing information indicating the content of the sound in the storage unit in association with the identification information of the screen;
An information processing program for causing a computer to execute. Processing for acquiring the information stored in the storage unit in association with the identification information of the screen to be displayed as an output target;
The information processing program according to claim 1, wherein the computer is executed. In the determination process, it is determined whether any second character string in the second character string group indicating the expression of the question is included in the first character string recognized from the sound data including the sound. Judgment,
In the storing process, when the second character string is included in the first character string, the first character string is stored in the storage unit in association with the identification information of the screen,
The acquisition process acquires, as an output target, a character string stored in the storage unit in association with identification information of a screen to be displayed.
The information processing program according to claim 2. Based on the history information of operations related to the predetermined screen group, a screen for which the displayed time exceeds a predetermined time is detected.
The information processing program according to claim 1, wherein the computer causes the computer to execute processing. Detecting that the operation by the user deviates from the predetermined operation procedure based on the history information of the operation related to the predetermined screen group;
The information processing program according to claim 1, wherein the computer causes the computer to execute processing. Detecting a transition to a call holding state in which a voice input from the microphone is not transmitted to the first call partner after the start of a call with the first call partner using a microphone;
Obtaining voice input from the microphone in the hold state,
Analyzing the acquired voice and extracting a question and an answer to the question,
An information processing program for causing a computer to execute processing. The acquisition of the voice is executed when the communication with the first call partner is on hold and the call with the second call partner is in progress.
The information processing program according to claim 6.   The acquisition or the extraction is performed when a period during which the operation during the call with the first call partner is interrupted exceeds a predetermined period, or when the operation during the call with the first call partner is a predetermined operation. 8. The information processing program according to claim 6, wherein the information processing program is executed when it is detected that a deviation from the procedure is detected. The display screen displayed in the hold state on the display device of the operator's operation terminal equipped with the microphone is stored in the storage unit in association with the question and the answer,
When outputting the display screen to the operator or another operator, the question and the answer are displayed.
The information processing program according to any one of claims 6 to 8, which causes a computer to execute processing. A process for determining whether the voice input from the microphone during the period in which any one of the predetermined screen groups is displayed includes an expression of a question;
When the expression is included in the sound, a process of storing information indicating the content of the sound in the storage unit in association with the identification information of the screen;
An information processing method characterized in that a computer executes. Detecting a transition to a call holding state in which a voice input from the microphone is not transmitted to the first call partner after the start of a call with the first call partner using a microphone;
Obtaining voice input from the microphone in the hold state,
Analyzing the acquired voice and extracting a question and an answer to the question,
An information processing method, wherein a computer executes a process. A determination unit that determines whether the voice input from the microphone during a period in which any one of the predetermined screen groups is displayed includes an expression of a question;
In the case where the expression is included in the sound, a storage processing unit is associated with the identification information of the screen in association with information indicating the content of the sound;
An information processing apparatus comprising: A detection unit for detecting a transition to a call holding state in which a voice input from the microphone is not transmitted to the first call partner after the start of a call with the first call partner using a microphone;
An audio acquisition unit that acquires audio input from the microphone in the hold state;
An analysis unit that analyzes the acquired voice and extracts a question and an answer to the question;
An information processing apparatus comprising:

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