JP2022162685A - Information processing device, information processing method, and program - Google Patents

Abstract

To efficiently perform search of FAQs and browsing of a Web page.SOLUTION: An information processing device according to an embodiment is an information processing device connected to a terminal used by a user via a communication network, including: an FAQ storage unit that stores FAQ information and a detailed page which is a Web page showing detailed information related to the FAQ information in association with each other; and a display unit that, if display of FAQ information is requested by the terminal, displays the FAQ information associated with a detailed page belonging to a lower hierarchy level in the Web page being displayed by the terminal at the time of the request on the terminal on the basis of a hierarchical structure of a Web site consisting of a plurality of Web pages.SELECTED DRAWING: Figure 10

Description

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

Many companies post FAQs (Frequently Asked Questions) on their web pages, and customers receive information representing questions and answers organized by needs and examples (hereinafter also referred to as question and answer information). can be searched and browsed. On the other hand, having customers use FAQs leads to a reduction in the number of inquiries handled at contact centers and an improvement in customer satisfaction, so companies are striving to provide FAQs that make it easy for customers to obtain the information they need.

When a customer wants to check some information about a product or service provided by a company, first, using a terminal such as a PC (personal computer) or smartphone, access the website of the company, and access the product introduction page or service introduction page. It is considered that there are many cases where web pages such as pages are browsed. If necessary information is obtained by browsing the Web page, the problem can be solved without using the FAQ.

However, in general, there is an enormous amount of information posted on Web pages, and it may be difficult for customers to obtain necessary information in a short period of time. In addition, there are cases where detailed matters that individual customers are interested in are not described on the product introduction page or the service introduction page. In such a case, the customer will search the FAQ based on the question or problem that the customer has.

As an FAQ search method, for example, a method of searching question and answer information that satisfies a search condition from FAQs posted on a dedicated web page within a website is common and widely used. In addition, for example, when a customer asks a question to a chatbot, a method of searching FAQ for information representing the answer to the question and displaying it as an answer from the chatbot is known. However, with these methods, it is difficult to obtain all the information necessary to solve the problem at once, and it is necessary to search the Web page again based on the information retrieved from the FAQ.

On the other hand, presenting all of the information that is expected to be necessary to solve the customer's problem would make the information presented to the customer cumbersome, impairing the convenience of being able to obtain the necessary information in a short time. end up

In Patent Document 1, based on the customer's usage record of the site from the time the customer starts accessing the site until before the question-and-answer information is requested to be displayed, question-and-answer information that matches the customer's usage record is evaluated as similarity. A technique for displaying in descending order is disclosed.

Japanese Patent No. 6520513

However, the technology disclosed in Patent Literature 1 focuses on the usage record from when the customer starts accessing the site until before the question-and-answer information is requested to be displayed. It is not always possible to obtain question-and-answer information about problems or matters of interest. This is because it is quite possible that the problem or concern that the customer wants to solve will change while using the website. For this reason, there is a possibility that the usage record of the Web site will rather become noise when searching for question-and-answer information. Moreover, Patent Document 1 does not specifically disclose which part of the series of usage records contributes to the retrieval of accurate question-and-answer information.

On the other hand, even when useful information is provided to customers by searching FAQs, customers refer to the information and continue to search and browse web pages related to this information, and obtain more detailed information. are often collected. In this case, the customer needs to repeat screen transitions between the web page where the FAQ is posted and other web pages, which is very troublesome.

An embodiment of the present invention has been made in view of the above points, and an object of the present invention is to efficiently search FAQs and browse web pages.

In order to achieve the above object, an information processing apparatus according to one embodiment is an information processing apparatus that is connected to a terminal used by a user via a communication network, and includes FAQ information and detailed information about the FAQ information. A FAQ storage unit that stores and associates a detailed page, which is a posted web page, and when the terminal requests display of FAQ information, based on the hierarchical structure of the website composed of a plurality of web pages and a display unit for displaying, on the terminal, FAQ information associated with a detailed page belonging to a lower layer of the web page displayed by the terminal at the time of the request.

It is possible to efficiently search FAQs and browse web pages.

It is a figure which shows an example of the hardware constitutions of the FAQ presentation apparatus which concerns on this embodiment. It is a figure which shows an example of the functional structure of the FAQ presentation apparatus which concerns on this embodiment. It is a figure which shows an example of a site map. It is a figure which shows an example of a menu list screen. It is a figure which shows an example of an item list screen. FIG. 10 is a diagram showing an example of a headline list screen; FIG. 10 is a diagram illustrating an example of a transposed index storage unit; It is a figure which shows an example of a FAQ database. It is a figure which shows an example of a URL database. It is a figure which shows an example of a FAQ display screen. It is a figure which shows an example of a FAQ search-results screen. It is a flow chart which shows an example of FAQ presentation processing concerning this embodiment.

An embodiment of the present invention will be described below. In this embodiment, the case where FAQ is posted on a dedicated web page of the website is targeted. The FAQ presenting device 10 capable of efficiently searching for FAQs and browsing Web pages will be described.

As described above, it is quite possible that the problem or concern that the customer wants to solve (ie, the information that the customer seeks) changes while using the website. On the other hand, it is considered that the information requested by the customer is often related to the information posted on the Web page that the customer is viewing at the time when the customer wants to use the FAQ. Therefore, in the FAQ presentation device 10 according to this embodiment, "the information that the customer is looking for is related to the information posted on the web page that the customer is browsing when he/she feels that he or she wants to use the FAQ. Based on the premise that there are many.”, efficient FAQ searches using website site maps and efficient screen transitions from FAQ search results to other Web pages are realized.

<Hardware configuration of FAQ presentation device 10>
First, the hardware configuration of the FAQ presentation device 10 according to this embodiment will be described with reference to FIG. FIG. 1 is a diagram showing an example of the hardware configuration of the FAQ presentation device 10 according to this embodiment.

As shown in FIG. 1, the FAQ presentation device 10 according to the present embodiment is realized by a general computer (information processing device) or computer system (information processing system), and includes an input device 101, a display device 102, an external I /F 103 , communication I/F 104 , processor 105 and memory device 106 . Each of these pieces of hardware is communicably connected via a bus 107 .

The input device 101 is, for example, a keyboard, mouse, touch panel, or the like. The display device 102 is, for example, a display. Note that the FAQ presentation device 10 may not have at least one of the input device 101 and the display device 102 .

The external I/F 103 is an interface with an external device such as the recording medium 103a. The FAQ presentation device 10 can perform reading, writing, etc. of the recording medium 103 a via the external I/F 103 . Note that the recording medium 103a includes, for example, a CD (Compact Disc), a DVD (Digital Versatile Disk), an SD memory card (Secure Digital memory card), a USB (Universal Serial Bus) memory card, and the like.

Communication I/F 104 is an interface for connecting FAQ presentation device 10 to a communication network. The processor 105 is, for example, various arithmetic units such as a CPU (Central Processing Unit) and a GPU (Graphics Processing Unit). The memory device 106 is, for example, various storage devices such as HDD (Hard Disk Drive), SSD (Solid State Drive), RAM (Random Access Memory), ROM (Read Only Memory), and flash memory.

The FAQ presentation device 10 according to the present embodiment has the hardware configuration shown in FIG. 1, so that the FAQ presentation processing described later can be realized. Note that the hardware configuration shown in FIG. 1 is an example, and the FAQ presentation device 10 may have other hardware configurations. For example, the FAQ presentation device 10 may have multiple processors 105 and may have multiple memory devices 106 .

<Functional configuration of FAQ presentation device 10>
Next, the functional configuration of the FAQ presentation device 10 according to this embodiment will be described with reference to FIG. FIG. 2 is a diagram showing an example of the functional configuration of the FAQ presentation device 10 according to this embodiment.

As shown in FIG. 2 , the FAQ presentation device 10 according to this embodiment has a FAQ search unit 201 , a FAQ display unit 202 , and a FAQ/Web page cooperation unit 203 . Each of these units is implemented by processing that one or more programs installed in the FAQ presentation device 10 cause the processor 105 to execute.

The FAQ presentation device 10 according to this embodiment also has an inverted index storage unit 204 , an FAQ database 205 and a URL database 206 . These are realized by the memory device 106, for example. However, at least one of the inverted index storage unit 204, the FAQ database 205, and the URL database 206 may be implemented by a storage device or the like connected to the FAQ presentation device 10 via a communication network.

The FAQ search unit 201 is based on a search query specified by a terminal (for example, a PC or a smartphone equipped with a web browser, hereinafter also referred to as a user terminal) used by a customer (hereinafter also referred to as a user). , the inverted index information stored in the inverted index storage unit 204 is searched, and the FAQ (question and answer information) corresponding to the search query is specified. Then, the FAQ search unit 201 refers to the FAQ database 205, ranks the identified FAQs by an arbitrary method, and then sorts them in consideration of the site map and the web page that the user browsed immediately before. is the search result.

In this embodiment, after ranking the FAQs by an arbitrary ranking method, the FAQ database 205 is sorted in the order of columns "menu", "item", and "headline". In addition, at this time, the FAQ related to the "menu" and "item" of the Web page that the user browsed immediately before viewing the FAQ is displayed at the top, and the FAQ related to other "menus" and other "items" is displayed. are displayed in different areas to distinguish them. The "menu", "item", and "headline" are information for hierarchically structuring web pages on the website, and will be described later in detail.

As a ranking method, for example, there is a method of ranking by evaluation index (priority) such as BM25 score for morphemes and phrases, cosine similarity for sentence vectors, etc., but any ranking method other than these can be used. good too.

The FAQ display unit 202 displays FAQs obtained as search results of the FAQ search unit 201 on a screen (hereinafter also referred to as an FAQ search result screen).

In response to a request from a user terminal browsing a web page, the FAQ/web page linkage unit 203 displays a screen on which an FAQ corresponding to the web page is posted (hereinafter also referred to as an FAQ display screen). In addition, the FAQ/Web page cooperation unit 203 responds to a request from a user terminal that is browsing the FAQ display screen or the FAQ search result screen, and displays the "menu" or the "menu" selected by the user on the FAQ display screen or the FAQ search result screen. Display the web page corresponding to the FAQ regarding "Item".

The transposed index storage unit 204 stores transposed index information used for FAQ searches. Details of the transposed index storage unit 204 will be described later.

The FAQ database 205 stores FAQ (question and answer information) in which questions and answers are associated with page IDs, menus, items, headings, etc. of corresponding web pages. Details of the FAQ database 205 will be described later.

The URL database 206 stores URL information including the URL of each web page. Details of the URL database 206 will be described later.

Although not shown in FIG. 1, the FAQ presentation device 10 also has various functional units necessary for functioning as a web server.

<Site map 300>
Here, an example of the website site map 300 will be described with reference to FIG. FIG. 3 is a diagram showing an example of the site map 300. As shown in FIG.

As shown in FIG. 3, the website consists of multiple layers. For example, the top page exists in the first layer, and the second layers "Menu 1" to "Menu M" There is a web page corresponding to However, M is a predetermined integer.

In addition, there are N _i items for menu i (where 1≦i≦M), and for the web page of menu i, each of “item 1” to “item N _i ” as the third hierarchy. There is a web page corresponding to However, _Ni is a predetermined integer.

Further, for item j (where 1≦j≦N _i ) of menu i, there are L _ij detailed links corresponding to each “heading” to be described later. ” to “detailed link L _ij ”.

In this way, the website is composed of a hierarchical structure of web pages and is expressed as a site map 300. FIG. In this embodiment, the site map 300 shown in FIG. 3 is assumed, but this is an example, and needless to say, this embodiment can be applied to any site map 300 . For example, the above M, N _i , L _ij and the like can take arbitrary integer values of 0 or more, and the number of hierarchies is not limited to four hierarchies, but can take any number of hierarchies of less than four or five or more.

Each web page is described in HTML (Hyper Text Markup Language) or the like, and in this case, menus, items, and headings are defined by HTML tags. However, this is just an example, and any description language (for example, XHTML, CSS, etc.) used for describing Web pages may be used.

In the example shown in FIG. 3, there are detailed links directly under each item, and these detailed links correspond to headings. It may correspond to a detail link.

<Menu list screen 400>
Next, an example of the menu list screen 400, which is the top page, will be described with reference to FIG. FIG. 4 is a diagram showing an example of the menu list screen 400. As shown in FIG.

When the user presses the FAQ link 401 on the menu list screen 400 shown in FIG. 4, a FAQ display in which FAQs related to all menus (that is, FAQs related to all items directly under all menus) are posted in a list. A screen is displayed on the user terminal. Further, when each menu button (“Menu 1” button to “Menu M” button) is pressed by the user, an item list screen corresponding to the menu button is displayed on the user terminal. For example, when the "menu 1" button 402 is pressed, an item list screen corresponding to this "menu 1" button 402 is displayed on the user terminal. The item list screen is a screen on which a list of items directly under the corresponding menu on the site map 300 is displayed.

<Item list screen 500>
Next, an example of an item list screen 500 displayed on the user terminal when the "Menu 1" button 402 is pressed on the menu list screen 400 shown in FIG. 4 will be described with reference to FIG. FIG. 5 is a diagram showing an example of an item list screen 500. As shown in FIG.

When the user presses the FAQ link 501 on the item list screen 500 shown in FIG. 5, an FAQ display screen listing FAQs related to all the items directly under "Menu 1" is displayed on the user terminal. be. When the user presses one of the item buttons (“item 1” button to “item N ₁ ” button), a headline list screen corresponding to the item button is displayed on the user terminal. For example, when the "item 1" button 502 is pressed, the headline list screen corresponding to this "item 1" button 502 is displayed on the user terminal. The headline list screen is a screen on which each detailed link and its headline directly under the corresponding item on the site map 300 are displayed.

<Heading list screen 600>
Next, an example of a headline list screen 600 displayed on the user terminal when the "item 1" button 502 is pressed on the item list screen 500 shown in FIG. 5 will be described with reference to FIG. FIG. 6 is a diagram showing an example of a headline list screen 600. As shown in FIG.

On the headline list screen 600 shown in FIG. 6, headlines, texts related to the headlines, and detailed links are associated with each other. A headline is a title related to certain information or a word or phrase that simply expresses the information, and a text is a summary or a character string that expresses the outline of the information. Further, a detailed link is a link (hyperlink) to a web page on which details regarding the information are posted.

When the user presses the FAQ link 601 on the headline list screen 600 shown in FIG. displayed on the terminal. When the user presses one of the detail links (“detail link 1” to “detail link L ₁₁ ”), a web page containing detailed information on the heading corresponding to the detail link is displayed.

Here, in the present embodiment, each FAQ (question and answer information) corresponds to a detailed link destination web page (hereinafter also referred to as a detailed information page) corresponding to the heading, and the web page includes a plurality of FAQs. It shall be possible to correspond to That is, one detailed information page corresponds to one FAQ, and one or more FAQs correspond to one detailed information page. Note that this can also be rephrased as one heading corresponding to one FAQ, and one or more FAQ corresponding to one heading.

In addition, when a certain FAQ and a certain detailed information page correspond, the FAQ is a question and answer regarding the information posted on the detailed information page (or the information posted on the detailed information page) question and answer information representing related questions and answers).

<Inverted index storage unit 204>
Next, the transposed index storage unit 204 will be described with reference to FIG. FIG. 7 is a diagram showing an example of the transposed index storage unit 204. As shown in FIG.

As shown in FIG. 7, one or more pieces of transposed index information 700 are stored in the transposed index storage unit 204, and each piece of transposed index information 700 includes word-ID 701, word 702, and FAQ-ID 703. ing. A word 702 is a morpheme, word, phrase, or the like included in the search query. A word-ID 701 is an ID (identification information) that uniquely identifies a morpheme, word, phrase, or the like represented by the word 702 . The FAQ-ID 703 is an ID (identification information) that uniquely identifies an FAQ (question and answer information) stored in the FAQ database 205, which will be described later.

As a result, the FAQ search unit 201 searches for the inverted index information having the morphemes, words, and phrases included in the search query (for example, words, sentences, etc.) specified by the user terminal as Word 702. The FAQ can be specified from the FAQ-ID 703 of the information.

<FAQ database 205>
Next, the FAQ database 205 will be explained with reference to FIG. FIG. 8 is a diagram showing an example of the FAQ database 205. As shown in FIG.

As shown in FIG. 8, one or more FAQ (question and answer information) 800 are stored in the FAQ database 205, and each FAQ 800 includes FAQ-ID 801, question 802, answer 803, page ID 804, menu 805, items 806, and headings 807 are included.

The FAQ-ID 801 is an ID (identification information) that uniquely identifies the FAQ (question and answer information) 800 . Question 802 is a question about information posted on a certain detailed information page (or a question related to that information). Answer 803 is an answer to the question. The page ID 804 is an ID (identification information) that uniquely identifies the detailed information page. A heading 807 is a heading corresponding to the detailed information page. An item 806 is an item to which the heading belongs (that is, an item directly under the heading). A menu 805 is a menu to which the item belongs (that is, a menu directly below the item).

As a result, the FAQ search unit 201 can refer to or acquire FAQs having the same FAQ-ID 801 as the FAQ-ID 702 identified by searching the inverted index information.

In addition, as described above, a plurality of FAQs may correspond to one detailed information page. Therefore, some FAQs (question and answer information) may have the same page ID 804 (if the page ID 804 is the same, the menu 805, item 806 and heading 807 are also the same). .).

<URL database 206>
Next, the URL database 206 will be described with reference to FIG. FIG. 9 is a diagram showing an example of the URL database 206. As shown in FIG.

As shown in FIG. 9, the URL database 206 stores one or more pieces of URL information 900 , each piece of URL information 900 including a page ID 901 and a page URL 902 .

A page ID 901 is an ID (identification information) that uniquely identifies a detailed information page. The page URL 902 is the URL (Uniform Resource Locator) of the detailed information page.

As a result, for example, when an FAQ is selected on the FAQ display screen or the FAQ search result screen, the FAQ/Web page linking unit 203 can cause screen transition to a detailed information page corresponding to this FAQ.

<FAQ display screen 1000>
Next, an example of the FAQ display screen 1000 displayed on the user terminal when the FAQ link 401 is pressed on the menu list screen 400 shown in FIG. 4 will be described with reference to FIG. FIG. 10 is a diagram showing an example of the FAQ display screen 1000. As shown in FIG.

The FAQ display screen 1000 shown in FIG. 10 displays a list of FAQs related to all menus (that is, FAQs related to all items directly under all headings). That is, as shown in FIG. 10, for menu 1 and item 1, one or more FAQs (questions and answers) corresponding to heading ₁ to one or more FAQs (questions and answers) corresponding to heading L11 are listed. is displayed. Similarly, for menu 1 and item 2, one or more FAQs corresponding to each heading are displayed. The same is true for other menus and items. That is, on the FAQ display screen 1000 shown in FIG. 10, one or more FAQs corresponding to each of L _ij headings related to menu i (where 1≦i≦M) and item j (1≦j≦N _i ) are displayed. displayed in a list. When an FAQ is selected by the user from the FAQ list, a detailed information page corresponding to the selected FAQ is displayed on the user terminal.

When the user presses the web page link 1001 on the FAQ display screen 1000 shown in FIG. 10, the item list screen 500 shown in FIG. 5 is displayed on the user terminal. Similarly, when the user presses the web page link 1002 on the FAQ display screen 1000 shown in FIG. 10, the headline list screen 600 shown in FIG. 6 is displayed on the user terminal.

In this way, when an FAQ link is pressed on a certain web page, the FAQ display screen 1000 displays a list of FAQs corresponding to headings that exist in the hierarchy below the web page on the site map 300 ( That is, it is presented to the user). For example, when an FAQ link is pressed on the item list screen 500 for menu i, the FAQ display screen 1000 displays for each item j (where 1≦j≦N _i ) immediately below menu i One or more FAQs corresponding to each of the L _ij headings are listed. Similarly, for example, when the FAQ link is pressed on the heading list screen 600 for menu i and item j, the FAQ display screen 1000 displays the heading for each of L _ij headings for item j in menu i. One or more FAQs corresponding to are displayed in a list.

<FAQ search result screen 1100>
Here, after the user presses the FAQ link on the heading list screen 600 regarding menu 1 and item 2 to display the FAQ display screen 1000, the FAQ displayed in the list on this FAQ display screen 1000 is searched. shall be performed. An example of the FAQ search result screen 1100 displayed on the user terminal in this case will be described with reference to FIG. FIG. 11 is a diagram showing an example of the FAQ search result screen 1100. As shown in FIG. When searching the FAQ, a search query is specified on the user terminal, but this search query may be specified, for example, on a subwindow of the FAQ display screen 1000, or any other method. may be specified by

The FAQ search result screen 1100 shown in FIG. 11 shows a case where FAQs including FAQs (question and answer information) corresponding to menu 1 and “heading 3” of item 2 are obtained as search results. As described above, the search results are ranked by an arbitrary ranking method, then sorted in the order of "menu", "item", and "headline". (that is, in the case of the example shown in FIG. 11, "menu 1" and "item 2") are displayed at the top, and FAQs related to other "menus" and other "items" are displayed in separate areas are distinguished by being displayed on

Therefore, in the FAQ search result screen 1100 shown in FIG. 11, the FAQ corresponding to the menu 1 and item 2 "heading 3" among the FAQs included in the search results is displayed in the topmost display area 1101. . In addition, on the FAQ search result screen 1100 shown in FIG. 11, among the FAQs included in the search results, the same menu 1, but FAQs corresponding to headings of items other than item 2 are displayed in the display area 1102. there is Further, on the FAQ search result screen 1100 shown in FIG. 11, FAQs corresponding to headings of menu items other than the menu 1 among the FAQs included in the search results are displayed in the display area 1103 . At this time, in each of the display areas 1101 to 1103, the FAQs are displayed in order ranked by the ranking method. When the user selects an FAQ from among the FAQs displayed in the display areas 1101 to 1103, a detailed information page corresponding to the selected FAQ is displayed on the user terminal.

As a result, in consideration of the site map of the website, the FAQ regarding the web page that the user browsed immediately before is preferentially presented to the user. However, for example, if the search result does not include the FAQ related to the web page that the user browsed immediately before, only the ranking may be performed, and the above sorting may not be performed.

Further, the FAQ search result screen 1100 shown in FIG. 11 includes a web page link 1104 to the item list screen 500 regarding menu 1 and a web page link 1105 to the headline list screen 600 regarding menu 1 and item 2. there is When the user presses the web page link 1104, an item list screen 500 relating to menu 1 is displayed on the user terminal. Similarly, when the user presses the web page link 1105, the headline list screen 600 regarding menu 1 and item 2 is displayed on the user terminal. Display area 1102 also includes a Web page link to headline list screen 600 for the corresponding item in menu 1 . Similarly, the display area 1103 also includes a Web page link to the item list screen 500 regarding the corresponding menu and a Web page link to the heading list screen 600 regarding the corresponding menu and the corresponding item.

<FAQ presentation process>
Next, an example flow of FAQ presentation processing according to the present embodiment will be described with reference to FIG. FIG. 12 is a flowchart showing an example of FAQ presentation processing according to this embodiment.

The user terminal browses web pages (the menu list screen 400, the item list screen 500, the headline list screen 600, the detailed information page, etc.) within the website and performs screen transitions between web pages (step S101). In the following, it is assumed that an FAQ link has been pressed in a web page among menu list screen 400, item list screen 500, and index list screen 600, and FAQ display screen 1000 has been displayed on the user terminal.

When searching within the FAQ display screen 1000 (YES in step S102), a search query is specified on the user terminal, and the FAQ search unit 201 transposes stored in the transposed index storage unit 204 based on the search query. The index information is searched, and the FAQ corresponding to the search query is specified (step S103). Then, the FAQ search unit 201 refers to the FAQ database 205 (step S104), and sorts the FAQs identified in step S103 in the order of evaluation index (priority), menu, item, and headline (step S105). Then, the FAQ display unit 202 displays the FAQ search result screen 1100 including the FAQ sorted in step S105 as search results on the user terminal (step S106). At this time, FAQs related to the "menu" and "items" of the web page that was viewed immediately before are displayed at the top, while FAQs related to other "menus" and other "items" are displayed in a separate area. Is displayed.

When the user refers to the detailed information page corresponding to the FAQ (YES in step S107), the FAQ is selected on the user terminal, and the page ID corresponding to the FAQ is acquired by the FAQ/Web page linkage unit 203 ( step S108). The FAQ/Web page linking unit 203 may obtain the page ID 804 corresponding to the FAQ-ID 801 of the FAQ by referring to the FAQ database 205 .

Then, the FAQ/web page linking unit 203 refers to the URL database 206 to acquire the page URL 902 corresponding to the page ID 901 that is the same as the page ID acquired in step S108, and the web page indicated by this page URL 902 ( detailed information page) is displayed on the user terminal (step S109). In this case, the process returns to step S101.

On the other hand, if the user does not refer to the detailed information page corresponding to the FAQ (NO in step S107) and continues searching within the FAQ display screen 1000 (YES in step S110), the process returns to step S103. .

Further, if the search is not started within the FAQ display screen 1000 (NO in step S102), and if neither browsing of web pages nor screen transitions between web pages is performed within the website (NO in step S111), the FAQ The presentation process ends. On the other hand, if browsing of web pages or screen transitions between web pages is continued within the website (YES in step S111), the process returns to step S101.

The present invention is not limited to the specifically disclosed embodiments described above, and various variations, modifications, combinations with known techniques, etc. are possible without departing from the scope of the claims. be.

10 FAQ Presentation Device 101 Input Device 102 Display Device 103 External I/F
103a recording medium 104 communication I/F
105 Processor 106 Memory Device 107 Bus 201 FAQ Search Unit 202 FAQ Display Unit 203 FAQ/Web Page Linkage Unit 204 Inverted Index Storage Unit 205 FAQ Database 206 URL Database

Claims (8)

An information processing device connected to a terminal used by a user via a communication network,
A FAQ storage unit that stores FAQ information and a detailed page, which is a web page on which detailed information about the FAQ information is posted, in association with each other;
When the terminal requests display of FAQ information, a detailed page belonging to a hierarchy below the web page displayed by the terminal at the time of the request, based on the hierarchical structure of a website composed of a plurality of web pages. A display unit that displays FAQ information associated with the terminal on the terminal;
Information processing device having a search unit that searches for FAQ information that satisfies a search query from among the FAQ information displayed on the terminal by the display unit;
The display unit
The information processing apparatus according to claim 1, wherein FAQ information that satisfies the search query is displayed on the terminal. The search unit is
Sorting FAQ information that satisfies the search query based on a predetermined priority and the hierarchical structure,
The display unit
3. The information processing apparatus according to claim 2, wherein the sorted FAQ information is displayed on the terminal. The display unit
Among the FAQ information satisfying the search query, the FAQ information associated with the detailed page belonging to the lower layer of the web page displayed by the terminal at the time of the request and the remaining FAQ information are displayed in a distinguishable manner. 4. The information processing apparatus according to claim 3. Having a URL storage unit for storing URL information of the detailed page,
The display unit
When the FAQ information is selected by the user on the terminal, the URL information of the detailed page corresponding to the selected FAQ information is acquired from the URL storage unit, and the detailed page indicated by the acquired URL information is displayed on the terminal. The information processing apparatus according to any one of claims 1 to 4. The display unit
a link for transitioning to a web page displayed by the terminal at the time of the request, and a link for transitioning to a web page belonging to a higher hierarchy than the web page displayed by the terminal at the time of the request, to the terminal; 6. The information processing apparatus according to any one of claims 1 to 5, wherein the information processing apparatus displays the . An information processing device connected to a terminal used by a user via a communication network, wherein FAQ information and a detailed page, which is a web page on which detailed information relating to the FAQ information is posted, are stored in association with each other. An information processing device having a storage unit,
When the terminal requests display of FAQ information, a detailed page belonging to a hierarchy below the web page displayed by the terminal at the time of the request, based on the hierarchical structure of a website composed of a plurality of web pages. A display procedure for displaying on the terminal the FAQ information associated with
Information processing method that performs An information processing device connected to a terminal used by a user via a communication network, wherein FAQ information and a detailed page, which is a web page on which detailed information relating to the FAQ information is posted, are stored in association with each other. An information processing device having a storage unit,
When the terminal requests display of FAQ information, a detailed page belonging to a hierarchy below the web page displayed by the terminal at the time of the request, based on the hierarchical structure of a website composed of a plurality of web pages. A display procedure for displaying on the terminal the FAQ information associated with
program to run.

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