JP2022038912A - Search control program, search control method, and search control apparatus - Google Patents

Abstract

To provide a search control program configured to improve convenience of information search in accordance with an inquiry, a search control method, and a search control apparatus.SOLUTION: A search control apparatus (server) specifies past inquiries similar to a received new inquiry at a predetermined criterion or higher from a keyword DB 46 which stores keywords used in information search in accordance with past inquiries in association with the past inquiries received in the past, and acquires keywords associated with the specified similar past inquires in the keyword DB, as keywords to be used in information search in accordance with the received new inquiry, to be presented to an operator.SELECTED DRAWING: Figure 17

Description

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

At a call center that accepts inquiries from customers over the phone regarding products and services, the operator who receives the inquiries needs to respond quickly to the customer.

For this reason, the call center is equipped with an FAQ search system that accumulates FAQs (Frequently Asked Questions). When a new inquiry is received from a customer, the operator uses the FAQ search system to perform a keyword search for the FAQ corresponding to the new inquiry content, and responds with reference to the searched FAQ content.

Japanese Unexamined Patent Publication No. 2011-197841

When using the FAQ search system, it is not possible to search for the required FAQ unless the keywords set by the operator are appropriate. However, experience and know-how are required to select appropriate keywords.

In one aspect, it is an object of the present invention to provide a search control program, a search control method, and a search control device capable of improving the convenience of information retrieval in response to an inquiry.

In one embodiment, the search control program is stored in a computer from a storage unit that stores a plurality of past queries, each of which is a query received in the past, in association with a keyword used in an information search corresponding to the past query. A past inquiry that is similar to a new inquiry received by a predetermined standard or more is specified, and a keyword associated with the similar past query specified in the storage unit can be used for an information search corresponding to the received new inquiry. Get it as a keyword and execute the process.

It is possible to improve the convenience of information retrieval in response to inquiries.

It is a figure which shows roughly the structure of the FAQ search system which concerns on one Embodiment. FIG. 2A is a diagram showing a hardware configuration of a server, and FIG. 2B is a diagram showing a hardware configuration of a terminal. It is a functional block diagram of a server. FIG. 4A is a diagram showing an example of a knowledge DB, and FIG. 4B is a diagram showing an example of an FAQ search log. FIG. 5A is a diagram showing an example of a correspondence history DB, and FIG. 5B is a diagram showing an example of a keyword DB. It is a flowchart which shows the FAQ search process. 7 (a) and 7 (b) are diagrams showing an example of the FAQ search screen. It is a figure (the 1) which shows an example of a keyword selection screen. It is a figure (2) which shows an example of a keyword selection screen. It is a flowchart which shows the registration process (the 1). It is a figure (the 1) which shows an example of a keyword registration screen. It is a figure (2) which shows an example of a keyword registration screen. It is a flowchart which shows the registration process (the 2). 14 (a) and 14 (b) are diagrams (screen examples) for explaining the process of FIG. 13. 15 (a) and 15 (b) are diagrams (data examples) for explaining the process of FIG. 13. It is a flowchart which shows another example of the registration process (the 2) of FIG. It is a figure for demonstrating the outline of one Embodiment. It is a figure for demonstrating the modification 1. FIG. 19 (a) and 19 (b) are diagrams for explaining the second modification.

Hereinafter, an embodiment of the FAQ search system will be described in detail with reference to FIGS. 1 to 17.

FIG. 1 schematically shows the configuration of the FAQ search system 100. The FAQ search system 100 is, for example, a system that operates in a call center that receives and responds to inquiries about products, services, and the like from customers. As shown in FIG. 1, the FAQ search system 100 includes a server 10 as a search control device and a plurality of terminals 70. The server 10 and the terminal 70 are connected to a network 80 such as the Internet or a LAN (Local Area Network).

The server 10 acquires a keyword input to the terminal 70 by an operator working at the call center, and executes a process of providing the FAQ (Frequently Asked Questions) corresponding to the keyword to the terminal 70.

FIG. 2A schematically shows the hardware configuration of the server 10. As shown in FIG. 2A, the server 10 includes a CPU (Central Processing Unit) 90, a ROM (Read Only Memory) 92, a RAM (Random Access Memory) 94, and a storage unit (here, an HDD (Hard Disk Drive)). It includes 96, a network interface 97, a portable storage medium drive 99, and the like. Each component of the server 10 is connected to the bus 98. In the server 10, the CPU 90 executes a program (including a search control program) stored in the ROM 92 or the HDD 96, or a program (including a search control program) read from the portable storage medium 91 by the portable storage medium drive 99. By doing so, the functions of each part shown in FIG. 3 are realized. Note that FIG. 3 also shows various DBs and the like stored in the HDD 96 and the like of the server 10. The functions of each part in FIG. 3 may be realized by, for example, an integrated circuit such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field Programmable Gate Array). The details of each part in FIG. 3 will be described later.

The terminal 70 is a terminal such as a PC (Personal Computer) used by the operator. FIG. 2B schematically shows the hardware configuration of the terminal 70. As shown in FIG. 2B, the terminal 70 includes a CPU 190, a ROM 192, a RAM 194, a storage unit (HDD) 196, a network interface 197, a display unit 193, an input unit 195, a portable storage medium drive 199, and the like. ing. Each component of these terminals 70 is connected to the bus 198. The display unit 193 includes a liquid crystal display and the like, and the input unit 195 includes a keyboard, a mouse, a touch panel and the like. The portable storage medium drive 199 can read data and programs stored in the portable storage medium 191.

FIG. 3 is a functional block diagram of the server 10. By executing the program, the CPU 90 of the server 10 functions as the FAQ search unit 20, the search log registration unit 22, the correspondence history acquisition unit 24, the similar inquiry search unit 26, and the registration unit 28 shown in FIG.

The FAQ search unit 20 searches the FAQ stored in the knowledge DB 40 using the keywords input or selected by the operator in the terminal 70 (for example, OR search), and searches the terminal 70 for the searched (hit) FAQ. Provide (output). Here, as shown in FIG. 4A, a large number of specific FAQ contents (combination of question (Q) and answer (A)) are stored in the knowledge DB 40.

The search log registration unit 22 registers the log of the keyword used by the operator for the search in the FAQ search log 42. A log is added to the FAQ search log 42 each time the operator executes a FAQ search. FIG. 4B shows an example of the FAQ search log 42. The FAQ search log 42 includes information of "search date and time", "operator name", and "keyword". The "search date and time" is the date and time when the operator performed the FAQ search using keywords, the "operator name" is the operator's name, and the "keyword" is the keyword used by the operator for the FAQ search.

The correspondence history acquisition unit 24 acquires the correspondence history information created on the terminal 70 after the operator has made a customer correspondence, and stores it in the correspondence history DB 44. FIG. 5A shows an example of data stored in the correspondence history DB 44. The correspondence history DB 44 stores "correspondence history No.", "correspondence date and time", "operator name", "inquiry content", and "correspondence history". The "correspondence history No." is an identification number of the correspondence history information, the "correspondence date and time" is the date and time when the operator created the correspondence history information, and the "operator name" is the name of the operator. Further, the "inquiry content" is the content of the inquiry received by the operator, and the "response history" is the details of the inquiry content, the content actually answered by the operator to the customer, the result after the answer, and the like.

When the operator inputs a new inquiry content on the terminal 70, the similar inquiry search unit 26 acquires the input new inquiry content. Then, the similar inquiry search unit 26 searches for the keyword DB 46 as a storage unit using the acquired new inquiry content. Here, as shown in FIG. 5B, the keyword DB 46 stores (associates) "keywords" to be used for each "query content" in association with each other. The data stored in the keyword DB 46 is manually input by a specific user (operator classified as an experienced veteran) or actually used by the specific user (past inquiry contents and their inquiries). Keyword used in this case). The similar inquiry search unit 26 searches the keyword DB 46 for a keyword corresponding to the new inquiry content, and outputs the search result to the terminal 70.

The registration unit 28 executes a process of updating the keyword DB 46. The specific processing of the registration unit 28 will be described later.

(About FAQ search processing)
Next, the FAQ search process will be described with reference to the flowchart of FIG. As a premise of the process of FIG. 6, the operator inputs a request to display the FAQ search screen on the terminal 70, and the request is transmitted from the terminal 70 to the server 10 (FAQ search unit 20). It shall be.

When the process of FIG. 6 is started, the FAQ search unit 20 displays the FAQ search screen on the display unit 193 of the terminal 70 in step S10. The FAQ search screen in this case is a screen as shown in FIG. 7A. The screen of FIG. 7A is provided with a field for displaying the current date and time and the name of the operator operating, a keyword input field, an FAQ display field, a "search" button, and a "keyword selection support" button. The current date and time and the operator name cannot be modified by the operator.

For example, when an operator receives a new inquiry from a customer, the operator inputs one or a plurality of keywords in the keyword input field of the FAQ search screen of FIG. 7A, and then presses the "search" button. Alternatively, the operator presses the "keyword selection support" button when the necessary and sufficient keywords cannot be input in the keyword input field due to reasons such as not being able to come up with an appropriate keyword.

In the next step S12, the FAQ search unit 20 determines whether or not the "search" button has been pressed. When the operator inputs one or a plurality of keywords in the keyword input field of the FAQ search screen of FIG. 7A and then presses the "search" button, the determination in step S12 is affirmed and the process proceeds to step S14.

When the process proceeds to step S14, the FAQ search unit 20 searches the knowledge DB 40 with the keywords entered in the keyword input field, and displays the search results in the FAQ display field of the FAQ search screen. For example, the FAQ search unit 20 searches for FAQs in which all the keywords are included in the "Q" column of the knowledge DB 40, and if the search is possible (hits), as shown in FIG. 7 (b). , The searched FAQ is displayed in the FAQ display field. The operator answers the inquiry to the customer while referring to the displayed FAQ. If a plurality of FAQs are hit, all FAQs may be displayed by scrolling operation, page turning operation, or the like. If the FAQ cannot be searched, the FAQ search unit 20 may display that the search result is 0 or that the keyword should be changed and the search should be performed again. After the processing of step S14 is performed, all the processing of FIG. 6 is terminated.

On the other hand, if the determination in step S12 is denied (when the "search" button is not pressed), the process proceeds to step S16, and the similar inquiry search unit 26 determines whether or not the "keyword selection support" button has been pressed. To judge. If the determination in step S16 is denied, the process returns to step S12. On the other hand, when the determination in step S16 is affirmed, that is, when the operator presses the "keyword selection support" button in FIG. 7A, the process proceeds to step S18.

When the process proceeds to step S18, the similar inquiry search unit 26 displays the keyword selection support screen. FIG. 8 shows an example of the keyword selection support screen. The keyword selection support screen is provided with a new inquiry content input field, a "search" button, a search result display field, and an "end" button. The new inquiry content input field is a field for inputting the inquiry content newly accepted by the operator, and the operator presses the "search" button after inputting the inquiry content in the field. Further, the search result display column is a column for displaying the search result of the keyword corresponding to the content of the new inquiry. The "end" button is a button pressed by the operator when ending the process using the keyword selection support screen.

Returning to FIG. 6, in steps S20 and S32, the similar inquiry search unit 26 waits until a new inquiry is input and the "search" button is pressed (S20: affirmative), or until the "end" button is pressed. (S32: Affirmative), wait. For example, when the "end" button is pressed by the operator (S32: affirmative), the similar inquiry search unit 26 hides (closes) the keyword selection support screen and returns to step S12. On the other hand, when the "search" button is pressed (S20: affirmative), the similar inquiry search unit 26 proceeds to step S22 and calculates the degree of similarity between the inquiry content of the keyword DB 46 and the new inquiry content. Specifically, the similarity query search unit 26 calculates the similarity between each query content of the keyword DB 46 and the new query content by using a machine learning method (for example, word2vec, doc2vec, cosine similarity, etc.). Note that word2vec and doc2vec are methods in which words included in each query content are vectorized, and those with similar vector directions are judged to have a high degree of similarity. Further, the cosine similarity is a method of determining that the inquiry content containing the same word has a higher similarity.

Next, in step S24, the similar inquiry search unit 26 displays the inquiry content whose degree of similarity with the new inquiry content is equal to or higher than a predetermined standard, and the keyword corresponding to the inquiry content. It can be said that the keywords displayed here are keywords (additional keyword candidates) that the operator recommends to add as new keywords. For example, when the predetermined standard is 50%, as shown in FIG. 9, the combination of the inquiry content and the keyword whose similarity with the new inquiry content is 50% or more is displayed in the search result display column. A "select" button is displayed near each keyword in the search result display column. The operator refers to this search result display field and considers whether or not there is a keyword to be added to the keyword input field of FIG. 7A among the additional keyword candidates. Then, when there is a keyword to be added, the operator presses the "selection" button corresponding to the keyword to be added. In the search result display column, the similarity between each inquiry content and the new inquiry content is displayed, and the similarity is displayed in descending order. Therefore, the operator refers to the similarity and inputs the keyword to be added. Can be considered.

Next, in steps S26 and S30 of FIG. 6, the similar inquiry search unit 26 waits until the "selection" button is pressed (S26: affirmative) or the "end" button is pressed (S30: affirmative) by the operator. do.

When the operator presses the "selection" button, the determination in step S26 is affirmed, and the process proceeds to step S28. When the process proceeds to step S28, the similar inquiry search unit 26 adds the keyword corresponding to the pressed "selection" button to the keyword input field of the FAQ search screen (FIG. 7A). The operator can add a plurality of keywords by pressing a plurality of "selection" buttons until the "end" button is pressed.

On the other hand, when the operator presses the "end" button, the determination in step S30 is affirmed, and the process returns to step S12. When returning to step S12, the similar inquiry search unit 26 hides the keyword selection support screen. After that, the process of step S12 is executed in the same manner as described above. Therefore, if the operator adds a new keyword using the keyword selection support screen and presses the "search" button (S12: affirmative), the operator can search the FAQ of the knowledge DB 40 using the appropriate keyword (S14). ).

(Registration process (1))
Next, the process of registering data in the keyword DB 46 (No. 1) will be described with reference to the flowchart of FIG. This registration process is a process in which the registration unit 28 additionally registers data in the keyword DB 46 based on the information input to the keyword registration screen as shown in FIG. 11 by an operator classified as a veteran. The process of FIG. 10 is started when the operator (veteran) inputs a display request for the keyword registration screen from the terminal 70 and the registration unit 28 receives the request. It should be noted that the display request of the keyword registration screen can be made only by an operator (experienced person) managed in advance by the server 10.

When the process of FIG. 10 is started, in step S50, the registration unit 28 displays the keyword registration screen (FIG. 11) on the display unit 193 of the terminal 70. The keyword registration screen of FIG. 11 is provided with an inquiry content input field, a "search" button, and a keyword registration field. The operator inputs the content actually inquired by the customer or the inquiry content expected from past experience, etc. in the inquiry content input field, and presses the "search" button.

Next, in step S52, the registration unit 28 waits until the inquiry content is input in the inquiry content input field on the screen of FIG. 11 and the "search" button is pressed. When the operator inputs the inquiry content and presses the "search" button, the process proceeds to step S54.

Next, in step S54, the registration unit 28 calculates the degree of similarity between the inquiry content of the keyword DB 46 and the inquiry content input to the keyword registration screen. Also in the calculation of this similarity, the above-mentioned machine learning method (for example, word2vec, doc2vec, cosine similarity, etc.) can be used.

Next, in step S56, the registration unit 28 displays the inquiry content having a similarity equal to or higher than a predetermined standard and the keyword corresponding to the inquiry content in the keyword registration field of the keyword registration screen (see FIG. 12). Here, in the keyword registration column of FIG. 12, it is assumed that a table in which the inquiry contents having a similarity of a predetermined standard or more (for example, 80% or more) and the keywords are associated with each other is displayed. In addition, the degree of similarity shall be displayed on the left side of each inquiry content. Further, a "correction" button is provided in the inquiry content column, and a "correction", "delete", and "keyword addition" button are provided in the keyword column. Further, the keyword registration column is provided with a column for newly adding the inquiry content (“add inquiry”, “add keyword” button) and a “registration” button.

For example, when the operator presses the correction button of the inquiry content "No computer sound", the operator can correct the inquiry content "No computer sound". In addition, the keyword can be corrected or deleted by pressing the "correct" or "delete" button of the keyword associated with the inquiry content "no computer sound". Further, when the operator presses the "Add keyword" button associated with the inquiry content "No computer sound", an input field for adding a new keyword is displayed. In this case, the operator can add a new keyword corresponding to the inquiry content "No sound from the personal computer" by inputting a new keyword in the displayed input field. In addition, when the operator presses the "add inquiry" button, the operator can add the content "no sound is output from the personal computer" entered in the inquiry content input field as the inquiry content. Further, when the operator presses the "Add keyword" button corresponding to the added inquiry content, an input field for adding a new keyword is displayed. In this case, the operator can add a keyword corresponding to the inquiry content "no sound is output from the personal computer" by inputting a new keyword in the displayed input field.

Returning to FIG. 10, in the next step S58, the registration unit 28 waits until the “register” button is pressed. When the operator presses the registration button, the process proceeds to step S60, and the registration unit 28 updates the keyword DB 46 with the content updated on the keyword registration screen of FIG.

With the above, all the processing of FIG. 10 is completed. In the present embodiment, the keyword DB 46 can be updated according to the input operation of a veteran operator by executing the process of FIG. 10 by the registration unit 28.

(Registration process (2))
Next, the process of registering data in the keyword DB 46 (No. 2) will be described with reference to the flowchart of FIG. This registration process is a process in which the registration unit 28 automatically additionally registers data in the keyword DB 46 when an operator classified as a veteran actually handles a customer.

In the process of FIG. 13, an operator classified as a veteran searches for FAQ using the FAQ search screen as shown in FIG. 14 (a) and responds to the customer, and after the customer response, as shown in FIG. 14 (b). It starts when the correspondence history is described in the correspondence history input screen and the "Register" button is pressed.

When the operator performs a keyword search using the FAQ search screen as shown in FIG. 14A, the search log registration unit 22 acquires the operator's name, date and time in addition to the keywords from the FAQ search unit 20, and performs FAQ. It is stored in the search log 42 (see FIG. 4B). On the other hand, when the operator presses the "register" button on the correspondence history input screen of FIG. 14B, the correspondence history acquisition unit 24 acquires the data displayed on the correspondence history input screen and stores it in the correspondence history DB 44. (See FIG. 5 (a)). In addition, the correspondence history No. of the correspondence history input screen. , Correspondence date and time, and operator name are automatically displayed and cannot be corrected by the operator.

When the process of FIG. 13 is started, in step S70, the registration unit 28 acquires the inquiry content (past inquiry) of the correspondence history, identifies the FAQ search log corresponding to the correspondence history, and acquires the keyword. The FAQ search log corresponding to the correspondence history is a FAQ search log in which the search date and time is immediately before the correspondence date and time of the correspondence history among the FAQ search logs of the same person as the operator who created the correspondence history. That is, the FAQ search log corresponding to the correspondence history is a log that stores the keywords used for the FAQ search when the operator actually responds. Here, the registration unit 28 acquires the inquiry content (past inquiry) “the sound suddenly disappears from the personal computer” from the correspondence history shown in FIG. 15 (a), and the FAQ search log shown in FIG. 15 (b). Suppose you get the keyword "default device control panel" from.

Next, in step S72, the registration unit 28 determines whether or not the same inquiry content as the acquired inquiry content “the sound suddenly disappears from the personal computer” exists in the keyword DB 46. If the determination in step S72 is denied, that is, if the same inquiry content does not exist in the keyword DB 46, the process proceeds to step S74, and the registration unit 28 uses the inquiry content and the keyword acquired in step S70. It is stored in the keyword DB 46 in association with each other. After that, all the processing of FIG. 13 is completed.

On the other hand, if the determination in step S72 is affirmed, that is, if the same past inquiry content exists in the keyword DB 46, the process proceeds to step S76. When the process proceeds to step S76, the registration unit 28 determines whether or not the acquired keywords are not included in the keywords associated with the same inquiry content. If the determination in step S76 is denied, there is no keyword to be newly registered, so the process of FIG. 13 is terminated as it is.

On the other hand, if the determination in step S76 is affirmed, the process proceeds to step S78, and the registration unit 28 adds a keyword that is not included in the keywords corresponding to the same inquiry content in the keyword DB 46. After that, all the processing of FIG. 13 is completed.

As described above, by executing the process of FIG. 13, the operator classified as a veteran automatically acquires the keyword actually used for the search and the inquiry content (past inquiry), and automatically acquires the keyword DB 46. Can be updated. Further, by executing the determination / processing in steps S72 to S78, the update of the keyword DB 46 can be minimized.

In addition, instead of the process of FIG. 13, the process of FIG. 16 may be executed. The process of FIG. 16 is different from that of FIG. 13 when the determination in step S72 is denied. If step S72 in FIG. 16 is denied, that is, if the same inquiry content as the acquired inquiry content does not exist in the keyword DB 46, the registration unit 28 proceeds to step S80. When the process proceeds to step S80, the registration unit 28 determines whether the inquiry content similar to the acquired inquiry content (for example, the inquiry content having a similarity of 90% or more) exists in the keyword DB 46. If the determination in step S80 is denied (when there is no similar inquiry content), the process proceeds to step S82, and the registration unit 28 receives the inquiry content in step S70 as in step S74 in FIG. The keywords are associated with each other and stored in the keyword DB 46. On the other hand, if the determination in step S80 is affirmed, the process proceeds to step S84, and the registration unit 28 finds that the acquired keywords are not included in the keywords associated with similar inquiry contents. Determine if it exists. If the determination in step S84 is denied, the keyword to be newly registered does not exist, so the process of FIG. 16 is terminated as it is.

On the other hand, if the determination in step S84 is affirmed, the process proceeds to step S86, and the registration unit 28 adds a keyword that is not included in the keywords corresponding to the similar inquiry contents of the keyword DB 46. After that, all the processing of FIG. 16 is completed.

As described above, if the process of FIG. 16 is executed, the amount of data to be updated in the keyword DB 46 can be further reduced.

As can be seen from the above description, in the present embodiment, the similar inquiry search unit 26 realizes a function as a specific unit for specifying an inquiry content similar to the new inquiry content from the keyword DB 46. Further, the similar inquiry search unit 26 realizes a function as an acquisition unit for acquiring a keyword associated with the specified inquiry content. Further, the similar inquiry search unit 26 realizes a function as a display control unit that displays the keywords acquired by the acquisition unit as additional keyword candidates.

FIG. 17 shows an outline of the present embodiment. In the present embodiment, as shown in FIG. 17, the keyword DB 46 is used for the inquiry content (past inquiry content) I obtained when the veteran operator received an inquiry from the customer in the past and the actual search. The combination with the keyword K (data X) is stored. Further, the keyword DB 46 stores a combination (data Y) of the inquiry content and the keyword manually input by a veteran operator. When an operator (beginner, etc.) receives a new inquiry from a customer, he / she inputs the new inquiry content into the keyword selection support screen (FIG. 8) and presses the "search" button. In this case, the similar inquiry search unit 26 searches the keyword DB 46 using the new inquiry content, sets the keyword corresponding to the inquiry content similar to the new inquiry content as an additional keyword candidate, and presents it to the operator (FIG. 9). As a result, the operator can select an appropriate keyword from the keyword candidates and use it for the search, so that it becomes easy to reach the target FAQ. That is, it is possible to improve the convenience of FAQ search in response to inquiries. Here, in a call center, it is difficult to gain experience because the operators are frequently replaced, and it is costly to educate the operators. On the other hand, as in the present embodiment, the past history of veterans and the know-how that veterans have learned through experience are stored in the keyword DB 46 so that beginners and the like can use them for operator education. The time and cost required can be reduced. In addition, a beginner operator can improve his / her skill in keyword input by comparing and learning the keywords entered by himself / herself with additional keyword candidates.

Further, in the present embodiment, when using the keyword selection support screen, the operator only needs to input new inquiry contents (contents issued by the customer), so that no special knowledge is required.

Further, in the present embodiment, as shown in FIG. 9, when displaying the keyword candidate, the similar inquiry search unit 26 also displays the similarity degree of the inquiry content similar to the new inquiry content. This allows the operator to utilize the similarity as a criterion when selecting a keyword to be added.

In the above embodiment, the case where the keyword searched by the similar inquiry search unit 26 is presented to the operator as an additional keyword candidate (keyword recommended to be used) has been described, but the present invention is not limited to this. The similar inquiry search unit 26 may directly add a keyword corresponding to the inquiry content most similar to the new inquiry content to the keyword input field of the FAQ search screen.

(Modification 1)
As shown in FIG. 18, on the keyword selection support screen of the above embodiment, when displaying the inquiry content similar to the new inquiry content input by the operator in the search result display field, the "selection" button is also displayed. You may. When this "selection" button is pressed by the operator, the similar inquiry search unit 26 re-searches the keyword DB 46 for inquiry contents that are similar to the inquiry contents corresponding to the pressed "selection" button by a predetermined standard or more. Then, the similar inquiry search unit 26 may pop-up display the hit inquiry content and the corresponding keyword as shown in FIG.

Even when the operator selects a keyword in the pop-up screen, the selected keyword is added to the keyword input field of the FAQ search screen. By doing so, the operator can further confirm the keyword corresponding to the inquiry content similar to the selected inquiry content by selecting the inquiry content similar to the inquiry content entered by the operator. As a result, even if the inquiry content initially entered by the operator is childish, a more appropriate keyword can be searched by re-searching using the inquiry content similar to the entered inquiry content (inquiry content entered by a veteran). Can be displayed.

(Modification 2)
In the above embodiment, the case where all the past inquiry contents having the similarity degree equal to or higher than the predetermined standard are displayed in order from the one having the highest degree of similarity has been described, but the present invention is not limited to this. For example, as shown in FIG. 19 (a), it is assumed that there are a plurality of inquiry contents (two in FIG. 19 (a)) whose similarity is equal to or higher than a predetermined standard. In this case, the similarity inquiry search unit 26 calculates the degree of similarity between the two inquiry contents. Then, when the calculated similarity is equal to or higher than a predetermined threshold value (for example, 90%), the similarity query search unit 26 clusters these two and the similarity is as shown in FIG. 17 (b). Only the higher one is displayed as a representative.

In this way, when a plurality of inquiry contents are similar, the information on the screen can be reduced by not displaying a part of the inquiry contents. As a result, the time for the operator to search for the desired keyword can be shortened.

The registration unit 28 may execute only one of the registration process (No. 1) and the registration process (No. 2) described in the above embodiment. For example, if only the registration process (No. 2) is performed, only the inquiry contents of the past inquiry and the keywords used in the FAQ search corresponding to the past inquiry are stored in the keyword DB 46.

The above processing function can be realized by a computer. In that case, a program that describes the processing content of the function that the processing device should have is provided. By executing the program on a computer, the above processing function is realized on the computer. The program describing the processing content can be recorded on a computer-readable storage medium (however, the carrier wave is excluded).

When a program is distributed, it is sold in the form of a portable storage medium such as a DVD (Digital Versatile Disc) or a CD-ROM (Compact Disc Read Only Memory) on which the program is recorded. It is also possible to store the program in the storage device of the server computer and transfer the program from the server computer to another computer via the network.

The computer that executes the program stores, for example, the program recorded on the portable storage medium or the program transferred from the server computer in its own storage device. Then, the computer reads the program from its own storage device and executes the processing according to the program. The computer can also read the program directly from the portable storage medium and execute the processing according to the program. In addition, the computer can sequentially execute processing according to the received program each time the program is transferred from the server computer.

The embodiments described above are examples of preferred embodiments of the present invention. However, the present invention is not limited to this, and various modifications can be made without departing from the gist of the present invention.

The following additional notes will be further disclosed with respect to the description of the above embodiments.
(Appendix 1) To the computer
Past queries that are similar to new queries received in the past by a predetermined standard or more from the storage unit that stores the keywords used in the information retrieval according to the past queries in association with multiple past queries, each of which is a query received in the past. Identify and
The keyword associated with the similar past query specified in the storage unit is acquired as a keyword that can be used for information retrieval in response to the new inquiry received.
A search control program characterized by executing processing.
(Appendix 2) The search control program according to Appendix 1, wherein the keyword associated with the past inquiry is a keyword used by a specific user for information retrieval in the past.
(Appendix 3) The search according to Appendix 1 or 2, wherein the acquired keyword is displayed as a keyword recommended for use in the information retrieval in response to the new inquiry, and the computer is further executed. Control program.
(Supplementary note 4) The processing to be displayed is characterized in that the similarity between the past inquiry and the new inquiry specified in the specific processing is displayed together with the acquired keyword. The search control program described.
(Appendix 5) From the storage unit, a past inquiry that is more similar to the specified past inquiry than the specified standard is further specified, and a keyword associated with the further specified past inquiry is received in response to the new inquiry. The search control program according to any one of Supplementary Provisions 1 to 4, wherein the computer further executes a process acquired as a keyword that can be used for information retrieval.
(Appendix 6) In the specified process, the degree of similarity between the first past query and the first past query is equal to or higher than a predetermined threshold value for the past query that is similar to the received new query by a predetermined standard or more. The search control according to any one of the appendices 1 to 4, wherein when a second past query is included, only one of the first past query and the second past query is specified. program.
(Appendix 7) The search control according to Appendix 1 or 2, wherein the acquired keyword is added to the keyword for information retrieval in response to the new inquiry and displayed, and the computer is further executed. program.
(Appendix 8) The specific process is characterized in that it is determined by using any of word2vec, doc2vec, and cosine similarity whether the received new inquiry and the past inquiry are similar to each other by a predetermined standard or more. The search control program according to any one of Supplementary note 1 to 7.
(Appendix 9) The computer
Past queries that are similar to new queries received in the past by a predetermined standard or more from the storage unit that stores the keywords used in the information retrieval according to the past queries in association with multiple past queries, each of which is a query received in the past. Identify and
The keyword associated with the similar past query specified in the storage unit is acquired as a keyword that can be used for information retrieval in response to the new inquiry received.
A search control method characterized by executing processing.
(Appendix 10) A storage unit that associates and stores keywords used in information retrieval in response to past inquiries to a plurality of past inquiries, each of which is an inquiry received in the past.
From the storage unit, a specific unit that identifies a past inquiry that is similar to a new inquiry received by a predetermined standard or more, and a specific unit.
An acquisition unit that acquires a keyword associated with the similar past query specified by the specific unit as a keyword that can be used for information retrieval in response to the new inquiry received.
A search control device.
(Supplementary Note 11) The search control device according to Supplementary Note 10, wherein the keyword associated with the past inquiry is a keyword used by a specific user for information retrieval in the past.
(Supplementary Note 12) The search control device according to Supplementary Note 10 or 11, further comprising a display control unit that displays the acquired keyword as a keyword recommended for use in information retrieval in response to the new inquiry.
(Supplementary Note 13) The description in Appendix 12, wherein the display control unit displays the similarity between the past inquiry and the new inquiry specified by the specific unit together with the acquired keyword. Search controller.
(Appendix 14) The specific unit further identifies from the storage unit a past inquiry that is similar to the specified similar past inquiry by a predetermined standard or more.
The acquisition unit obtains a keyword associated with the further specified past inquiry as a keyword that can be used for information retrieval in response to the received new inquiry. The search control device described.
(Appendix 15) In the specific unit, the degree of similarity between the first past query and the first past query is equal to or higher than a predetermined threshold value in the past query that is similar to the received new query by a predetermined standard or more. The search control device according to any one of Supplementary Provisions 10 to 13, wherein when the second past query is included, only one of the first past query and the second past query is specified. ..
(Supplementary Note 16) The search control device according to Supplementary Note 10 or 11, further comprising a display control unit for adding and displaying the acquired keyword to the information retrieval keyword corresponding to the new inquiry.
(Appendix 17) The specific unit is characterized in that it is determined by using any of word2vec, doc2vec, and cosine similarity whether the received new inquiry and the past inquiry are similar to each other by a predetermined standard or more. The search control device according to any one of Supplementary Provisions 10 to 16.

10 Server (search control device)
26 Similar inquiry search unit (specific unit, acquisition unit, display control unit)
46 Keyword DB (memory unit)

Claims (10)

On the computer
Past queries that are similar to new queries received in the past by a predetermined standard or more from the storage unit that stores the keywords used in the information retrieval according to the past queries in association with multiple past queries, each of which is a query received in the past. Identify and
The keyword associated with the similar past query specified in the storage unit is acquired as a keyword that can be used for information retrieval in response to the new inquiry received.
A search control program characterized by executing processing. The search control program according to claim 1, wherein the keyword associated with the past inquiry is a keyword used by a specific user for information retrieval in the past. The search control program according to claim 1 or 2, wherein the acquired keyword is displayed as a keyword recommended for use in information retrieval in response to the new inquiry, and the computer is further executed. The search according to claim 3, wherein in the process to be displayed, the similarity between the past query and the new query specified in the specified process is displayed together with the acquired keyword. Control program. From the storage unit, a past query that is similar to the specified past query and a past query that is more than a predetermined standard is further specified, and a keyword associated with the specified past query is used for information retrieval according to the received new query. The search control program according to any one of claims 1 to 4, wherein the computer further executes a process acquired as a possible keyword. In the specifying process, the second past query having a similarity between the first past query and the first past query is equal to or higher than a predetermined threshold value in the past query that is similar to the received new query by a predetermined standard or more. The search control program according to any one of claims 1 to 4, wherein when the past inquiry is included, only one of the first past inquiry and the second past inquiry is specified. .. The search control program according to claim 1 or 2, wherein the acquired keyword is added to and displayed in addition to the keyword for information retrieval in response to the new inquiry, and the computer is further executed. The particular process is characterized in that it is determined by using any one of word2vec, doc2vec, and cosine similarity whether the received new query and the past query are similar to each other by a predetermined standard or more. The search control program according to any one of 1 to 7. The computer
Past queries that are similar to new queries received in the past by a predetermined standard or more from the storage unit that stores the keywords used in the information retrieval according to the past queries in association with multiple past queries, each of which is a query received in the past. Identify and
The keyword associated with the similar past query specified in the storage unit is acquired as a keyword that can be used for information retrieval in response to the new inquiry received.
A search control method characterized by executing processing. A storage unit that associates and stores keywords used in information retrieval in response to past inquiries for multiple past inquiries, each of which is an inquiry received in the past.
From the storage unit, a specific unit that identifies a past inquiry that is similar to a new inquiry received by a predetermined standard or more, and a specific unit.
An acquisition unit that acquires a keyword associated with the similar past query specified by the specific unit as a keyword that can be used for information retrieval in response to the new inquiry received.
A search control device.

Images