JP2023018360A - Information processing system, chatbot system, information management method, and program - Google Patents

Abstract

To make it possible to provide an information processing system that provides whether personal information is contained in conversation contents.SOLUTION: An information processing system 1 for conversing with a first terminal device 2 includes: a storage unit that stores conversation contents between the first terminal device and the information processing system; a personal information detection unit that detects personal information from the conversation contents; and a communication unit that transmits a list of conversation contents in which whether personal information is contained in the conversation contents is set to a second terminal device 5, when requested for the list of conversation contents from the second terminal device.SELECTED DRAWING: Figure 1

Description

The present invention relates to an information processing system, a chatbot system, an information management method, and a program.

An information processing system performs pattern recognition of text, voice, images, or the like input by a user via a network. Next, there is known a chatbot system in which an information processing system advances a conversation with a user based on pattern recognition results. In addition, depending on the chatbot system, it is possible to perform so-called manned correspondence in which an operator conducts a chat according to a user's instruction.

For example, there is a known method of displaying information indicating how many branches in a dialogue scenario have been selected in characters and diagrams in order to assist the editing of a dialogue scenario used in a chatbot. In this way, when editing a dialogue scenario that changes depending on the flow, there is known a method of assisting, for example, making it possible to collectively browse information corresponding to options (see, for example, Patent Literature 1, etc.). .

However, the conventional technology has a problem that it is not provided whether personal information is included in the content of the conversation. Conversation content is stored for at least a certain period of time, but personal information entered by the user or operator during the course of the conversation is also stored. Although the manager can view the content of the conversation, there is a risk that the personal information may be leaked without the manager noticing if personal information is not provided in the content of the conversation.

SUMMARY OF THE INVENTION It is an object of the present invention to provide an information processing system that provides information as to whether personal information is included in conversation content.

In view of the above problems, the present invention provides an information processing system for conversing with a first terminal device, comprising: a storage unit for storing conversation content between the first terminal device and the information processing system; a personal information detection unit for detecting personal information; and when the list of conversation contents is requested from the second terminal device, the list of conversation contents in which whether personal information is included in the conversation contents is set. and a communication unit that transmits to the second terminal device.

It is possible to provide an information processing system that provides whether personal information is included in conversation content.

It is a figure explaining the outline of operation|movement of the chatbot system in which manned correspondence is possible. It is a figure showing the whole chatbot system example of composition. 1 is a hardware configuration diagram of an example of a computer; FIG. It is a figure which shows the functional structural example of the server apparatus, user terminal, administrator terminal, and operator terminal which a chatbot system has. FIG. 3 is a diagram showing an example of scenario information stored in a scenario information storage unit; FIG. It is a figure which shows an example of the question-and-answer information which the question-and-answer information storage part hold|maintains. FIG. 4 is a diagram showing an example of chat history information held by a chat history information storage unit; FIG. 4 is a diagram showing an example of a personal information pattern held by a personal information pattern storage unit; FIG. FIG. 10 is an example of a sequence diagram showing a procedure for a user to chat with a bot; FIG. 4 is a diagram showing an example of a chat screen including personal information displayed by a user terminal; It is an example of the flowchart figure which shows the procedure which a personal information detection part detects personal information from the content of conversation.

FIG. 10 is an example of a sequence diagram illustrating display of a chat history list screen, anonymization of personal information, and output of chat history. It is a figure which shows an example of the chat history list screen which an administrator terminal displays. FIG. 10 is an example of a flowchart showing a procedure for the manager terminal to display a chat history list screen; FIG. 10 is a flow chart diagram showing a procedure of anonymization processing of personal information included in chat history. It is an example of the figure which shows the chat history information after an anonymization process was performed. FIG. 10 is a diagram showing an example of a chat screen displayed when a chat history is selected from the list of chat histories on the chat history list screen after the anonymization process is performed. It is an example of the flowchart figure which shows the procedure by which a server apparatus outputs the content of conversation to a file.

Hereinafter, a chatbot system and an information management method performed by the chatbot system will be described as an example of a mode for carrying out the present invention, with reference to the drawings.

<Outline of chatbot system>
FIG. 1 is a diagram for explaining the outline of the operation of a chatbot system 100 capable of manned correspondence. A web browser is running on the user terminal 2, and a web application provided by the server device 1 is executed. The web application implements a chatbot that answers user's questions.

(1) For example, a user who wants a catalog, a user who wants to know the specifications of a product, or a user who does not know how to use a purchased product can use the user terminal 2 (an example of the first terminal device) on which the Web application is running. ) to enter your question.

(2) The server device 1 extracts a keyword from the question and understands the content of the question. The server device 1 may be AI (Artificial Intelligence) that has learned correspondence between questions and answers.

(3) The server device 1 acquires an answer corresponding to the question from the question/answer information storage unit 42 .

(4) Server device 1 transmits the reply to user terminal 2 . Also, when a scenario is specified by the question, the server device 1 transmits a message to the user terminal 2 based on the scenario for conversation. A scenario is a flow of conversation registered in advance, and has messages for sequentially inquiring about information to be acquired from the user.

(5) The server device 1 saves the inquiry history such as correspondence between questions and answers in the chat history information storage unit 43 . The server device 1 detects the personal information and sets the chat history information containing the personal information to that effect.

(6) On the other hand, if the server device 1 cannot find the answer (including the case where the answer expected by the user is not found), the user inputs to the user terminal 2 an operation requesting manned support. As a result, the past chat contents are transferred to the operator.

(7) Since the operator uses his/her own knowledge and researched contents to input answers to the questions into the operator terminal 5, the user terminal 2 can easily receive the answers expected by the user.

(8) The administrator can connect the administrator terminal 3 (an example of the second terminal device) to the server device 1 and edit the question-and-answer information in order to enrich the answers to the questions.

(9) In addition, the administrator can browse past chat histories in the chat history information storage unit 43 . The server device 1 notifies the administrator whether or not personal information is included for each session. The administrator terminal 3 displays whether personal information is included in the chat history.

Therefore, the administrator can easily determine whether personal information is included in the chat history, and can delete the personal information from the chat history.

<Terms>
A bot is an application or program that automates certain tasks or processes. In this embodiment, chatbot is abbreviated as bot.

Conversation is talking and listening to each other to advance a common story. A conversation may progress with alternating questions and answers. A question means asking a question or a reason, or providing information for that purpose. An answer is a reply to a question. The content of the conversation is not limited to questions and answers.

Among conversations, a chat is a conversation in which a plurality of people input characters in real time (either by using a keyboard or by voice input). Conversation and chat need not be strictly distinguished.

Personal information is information relating to any one individual, and includes descriptions, etc. that can identify a specific individual. For example, personal information includes name, phone number, email address, date of birth, address, nationality, gender, school attended, credit card number, My Number card number, information included in driver's license, social insurance card There are information, income, assets, family composition, human relationships, and the like.

Anonymization means data processing that removes or alters personal information. The personal information may be simply deleted, or the personal information may be replaced with other data. Anonymization may be encrypted. After anonymization, the personal information may or may not be reproducible.

<System configuration example>
FIG. 2 is a diagram showing an example of the overall configuration of the chatbot system. A chatbot system 100 has a server device 1 . The server device 1 may communicate with one or more of the user terminal 2, administrator terminal 3, and operator terminal 5 via a network.

The server device 1 is an example of an information processing system that provides chatbot services. A server is a computer or software that fulfills the function of providing information and processing results in response to requests from clients. The server device 1 may exist on the Internet or may exist on-premises. In this embodiment, the server device 1 exists on-premises and has a mechanism for transmitting chat requests from outside the company to the server device 1 .

Also, the server device 1 may be compatible with cloud computing. Cloud is a term used when not referring to specific hardware resources.

The server device 1 may be composed of one information processing device, or may be composed of a plurality of information processing devices. An example in which one server device 1 provides services will be described below.

The user terminal 2 is an information processing device that allows users to input questions and view answers in the chatbot service. This user may be an employee or an ordinary person outside the company. The user terminal 2 runs a web browser or an application (a native application as opposed to a web application). Specifically, the user terminal 2 is a smart phone, a mobile phone, a tablet terminal, a game machine, a PDA (Personal Digital Assistant), a digital camera, a wearable PC (Personal Computer), a PC, etc., but is not limited to these. .

The administrator terminal 3 is an information processing device that allows an administrator or the like to perform operations such as editing of question-and-answer information in order to manage the server device 1 and the like. The administrator terminal 3 runs a web browser or an application (referred to as a native application as opposed to a web application). Specifically, the administrator terminal 3 is a smart phone, a mobile phone, a tablet terminal, a game machine, a PDA (Personal Digital Assistant), a digital camera, a wearable PC (Personal Computer), a PC, etc., but is not limited to these. do not have.

The operator terminal 5 is an information processing device in which an operator who performs manned correspondence performs operations such as input of answers in the chatbot service. The operator terminal 5 runs a web browser or an application (a native application as opposed to a web application). Specifically, the operator terminal 5 is a smart phone, a mobile phone, a tablet terminal, a game machine, a PDA (Personal Digital Assistant), a digital camera, a wearable PC (Personal Computer), a PC, etc., but is not limited to these. . Also, the administrator and the operator may be the same employee (the administrator terminal 3 and the operator terminal 5 may be the same).

Server device 1 , user terminal 2 , administrator terminal 3 and operator terminal 5 are connected to each other via network 4 . For example, the network 4 is constructed by a combination of one or more of LAN (Local Area Network), WAN, Internet, and the like. A telephone communication network may be connected to the network 4 in some cases. Part or all of the network 4 may be wired or wireless. Furthermore, short-range communication such as visible light communication, Bluetooth (registered trademark), and infrared communication may be included.

The server device 1 communicates with a user terminal 2, an administrator terminal 3, an operator terminal 5, and the like. For example, the server device 1 provides a so-called chatbot service or the like that responds with response information, such as an answer, to input information such as a question input by a user.

The server device 1 also provides services such as message transmission/reception, so-called chat, between the user terminal 2 and the operator terminal 5 or between a plurality of user terminals 2 . That is, the server device 1 provides an instant message service or the like.

<Hardware configuration example>
<<computer>>
The server device 1, user terminal 2, administrator terminal 3, and operator terminal 5 shown in FIG. 2 are realized by a computer having the hardware configuration shown in FIG. 3, for example. FIG. 3 is a hardware configuration diagram of an example of a computer. The computer 500 in FIG. 3 is constructed by a computer, and as shown in FIG. Interface), network I/F 509 , bus line 510 , keyboard 511 , pointing device 512 , optical drive 514 and media I/F 516 .

Among these, the CPU 501 controls the operation of the entire computer. The ROM 502 stores programs used to drive the CPU 501 such as IPL. A RAM 503 is used as a work area for the CPU 501 . The HD 504 stores various data such as programs. The HDD controller 505 controls reading or writing of various data to/from the HD 504 under the control of the CPU 501 . A display 506 displays various information such as cursors, menus, windows, characters, or images. The external device connection I/F 508 is an interface for connecting various external devices. The external device in this case is, for example, a USB (Universal Serial Bus) memory, a printer, or the like. A network I/F 509 is an interface for data communication using a communication network. A bus line 510 is an address bus, a data bus, or the like for electrically connecting each component such as the CPU 501 shown in FIG.

Also, the keyboard 511 is a kind of input means having a plurality of keys for inputting characters, numerical values, various instructions, and the like. A pointing device 512 is a kind of input means for selecting and executing various instructions, selecting a processing target, moving a cursor, and the like. An optical drive 514 controls reading or writing of various data to/from a removable optical storage medium 513 . Note that the optical drive 514 is a CD, DVD, Blu-Ray (registered trademark), or the like. A media I/F 516 controls reading or writing (storage) of data to a recording medium 515 such as a flash memory.

<Functional block diagram>
FIG. 4 is a diagram showing a functional configuration example of the server device 1, the user terminal 2, the administrator terminal 3, and the operator terminal 5 included in the chatbot system 100. As shown in FIG.

The server device 1 includes an acquisition unit 11, a search unit 12, a response unit 13, a communication unit 14, a dialogue control unit 15, a storage unit 16, a calling unit 17, a screen providing unit 18, a personal information detection unit 19, and an anonymization processing unit 61. , and an output processing unit 62 . These functions of the server device 1 are functions or means implemented by the CPU 501 of the computer 500 shown in FIG.

The acquisition unit 11 acquires input information such as a question input to the user terminal 2 via the communication unit 14 . The search unit 12 performs morphological analysis on the input information and searches the question/answer information storage unit 42 . For this reason, the search unit 12 preliminarily decomposes the question included in each question-and-answer information into a plurality of keywords by morphological analysis. Then, the search unit 12 decomposes the received question sentence into a plurality of keywords by morphological analysis. In addition, the search unit 12 refers to separately registered synonyms (for example, "hire" is registered as a synonym for employment), and searches for question-and-answer information using synonyms as well. The search unit 12 calculates the degree of matching between the user's question and the question in the question-and-answer information, and determines N answers in descending order of the degree of matching equal to or greater than the threshold. The response unit 13 responds to the user terminal 2 via the communication unit 14 by using the response obtained by the search unit 12 as response information.

Response information to the input information input via the input unit 21 is output by the output unit 22 by the acquisition unit 11 , the search unit 12 , and the response unit 13 . Therefore, the bot 200 is implemented by the acquisition unit 11 , the search unit 12 and the response unit 13 .

Note that the search unit 12 may determine keywords not only by morphological analysis but also by AI that has learned the correspondence between questions and their intentions. In this case, the intention is the keyword, but it is also possible to extract keywords that are not included in the question. In addition, the search unit 12 can determine keywords by considering not only questions but also conditions such as time of day and weather.

When the scenario is determined by the answers searched by the search unit 12, the dialogue control unit 15 controls the flow of conversation between the user terminal 2 and the bot based on the scenario. Details will be explained in the scenario information storage unit 41 . Further, when a manned chat is requested from the user terminal 2, the dialogue control unit 15 identifies an appropriate operator.

The storage unit 16 stores the chat history in the chat history information storage unit 43 . The calling unit 17 calls the operator terminal 5 determined by the interaction control unit 15 when the user desires manned support. When the calling unit 17 acquires the dialogue start from the operator terminal 5, it notifies the dialogue control unit 15 of it. The dialogue control unit 15 starts chatting between the user terminal 2 and the operator terminal 5 .

The screen providing unit 18 generates various screens to be displayed by the administrator terminal 3 and provides the screen information to the administrator terminal 3 . The screen information is a program described in HTML, XML, script language, CSS (cascading style sheet), etc. Mainly, the structure of the web page is specified by HTML, and the operation of the web page is specified by the script language. CSS specifies the style of a web page.

A personal information detection unit 19 detects personal information from the conversation contents of the chat history, separates the personal information when there is personal information, and records the fact in the chat history information storage unit 43. - 特許庁

The user terminal 2, administrator terminal 3, and operator terminal 5 have input units 21, 31, 51, output units 22, 32, 52, and communication units 23, 33, 53, respectively. These functions of the user terminal 2, the administrator terminal 3, and the operator terminal 5 are implemented by the CPU 501 of the computer 500 shown in FIG. is.

Input units 21, 31, and 51 receive inputs and operations from users, administrators, and operators. The output units 22, 32, 52 output various information (answers, screens, etc.) transmitted from the server device 1 to displays. The communication units 23 , 33 , 53 transmit and receive various information to and from the server device 1 .

<Contents of memory>
The information held by the storage unit 40 of the server device 1 will be described below with reference to FIGS. 5 to 8. FIG.

FIG. 5 is an example of scenario information stored in the scenario information storage unit 41. As shown in FIG. In the scenario information, messages to be transmitted from the server device 1 to the user terminal 2 are registered in order for each scenario.

- ID is the identification information which identifies a scenario.

- The scenario name is the name of the scenario.

- Details of the scenario are associated with each scenario. Scenario details have a sequence, a message, and a condition to proceed to the next sequence. In that scenario, if the user's input satisfies the conditions to proceed to the next order, the messages are sent to the user terminal 2 in order.

Supplementally, when the answer corresponding to the question is specified by the morphological analysis, the scenario is determined by the question answer information described below. The answer of the question-and-answer information is set with the ID of a scenario to be referred to as an answer, such as <scenario 01>. For example, if the answer is set to refer to the scenario with ID=01, the interaction control unit 15 causes the user terminal 2 to display messages in the order described in the details of the scenario corresponding to the ID. Further, after that, when the input information transmitted from the user terminal 2 satisfies the “condition for advancing to the next order”, the interaction control unit 15 causes the user terminal 2 to display the message for the next order. By repeating this, the interaction control unit 15 allows the user to input information necessary for the scenario.

Note that the scenarios do not necessarily have to progress in order, as long as all the information (name, phone number, email address) necessary for the scenario is completed in the end.

FIG. 6 is an example of question-and-answer information held by the question-and-answer information storage unit 42 . The question-and-answer information is used to search for questions sent from the user terminal 2 and to provide answers corresponding to these questions. In some cases, the bot asks a question and the user terminal 2 answers. Each item of the question-and-answer information will be described.

- ID is the identification information which identifies question answer information (correspondence of a question and its answer).

・The question is the specific content of the inquiry that is expected from the user and is registered by the administrator. The question is decomposed into keywords by the morphological analysis as described above, and is searched by the query (decomposed into keywords by the morphological analysis) transmitted from the user terminal 2 by the search unit 12 .

・The answer is the answer to the question. The administrator registers appropriate answers to the questions. As explained in FIG. 5, the scenario ID is registered in the answer.

FIG. 7 is an example of chat history information held by the chat history information storage unit 43 . The chat history information manages the content of chats between the user and the bot or operator. Each item included in the chat history information will be described.

- The session ID is identification information of communication from the start of the chat between the user and the operator until the end of the chat. Correspondence between the user terminal 2 and the operator terminal 5 is managed by this session ID, and answers to questions are sent to the user terminal 2 . The session ID may be a unique number, such as a UUID or hash value.

- The date and time is the date and time when the user terminal 2 displayed the chat screen.

・The conversation history associates the speaker with the content of the conversation. Speaker is the name of the user, bot, or operator. Conversation progresses along the scenario. Sometimes the user asks the question, sometimes the bot asks the question, sometimes the user answers and sometimes the bot answers. When personal information is included in the conversation content, personal information (text data) detected from the conversation content is set in the personal information item.

- Questioner ID is the identification information assigned to the user who asked the question. Since the chatbot system 100 of this embodiment can be used by any user, this questioner ID changes each time the chatbot system 100 is accessed even by the same user. Alternatively, using cookies, the same user may be assigned the same questioner ID. When the user logs into the server device 1 (or native application), the login ID becomes the questioner ID.

- The category is the name of the scenario determined from the chat question. The number of categories is not limited to one. Also, the category may change even in the same session. The category may also be the type of question selected by the user if the conversation is not progressing based on a scenario.

・The personal information alert is turned ON when even one piece of personal information is included in the conversation content of one session.

FIG. 8 is an example of a personal information pattern held by the personal information pattern storage unit 44. As shown in FIG. A personal information pattern defines the general format of personal information.

- The type is a specific name of personal information such as a telephone number and an e-mail address.

・The pattern indicates the format (arrangement order) of numbers, alphanumeric characters, symbols, etc. For example, a telephone number consists of a set number of digits and repetition of "-".

Patterns are also registered for personal information other than phone numbers and email addresses. Alternatively, personal information may be detected by a recognition engine generated by machine learning instead of the personal information pattern. Machine learning is a technology that allows computers to acquire human-like learning abilities. Computers autonomously generate algorithms necessary for judgments such as data identification from pre-loaded learning data. It is a technology that applies this to various data and makes predictions. The learning method for machine learning may be supervised learning, unsupervised learning, semi-supervised learning, reinforcement learning, or deep learning, or may be a learning method combining these learning methods. Any learning method for Also, the recognition engine does not have to be generated by the learning effect of machine learning.

<Chat procedure>
FIG. 9 is an example of a sequence diagram showing a procedure for a user to chat with a bot. The processing in FIG. 9 starts from a state in which the user terminal 2 is connected to the server device 1 and a chat screen is displayed.

S101: A user inputs a question into the user terminal 2. The input unit 21 receives inputs. A user may simply send a message.

S102: The communication unit 23 of the user terminal 2 transmits the question to the server device 1. A questioner ID and a session ID are attached to the question. The session ID is generated and transmitted to the user terminal 2 at the timing when the connection between the user terminal 2 and the server device 1 is established.

S<b>103 : The communication unit 14 of the server device 1 receives the question, and the storage unit 16 records the question etc. in the chat history information storage unit 43 . The dialog control unit 15 determines a scenario based on the questions.

S104: The personal information detection unit 19 detects personal information from the content of the conversation and records it in the chat history information storage unit 43. FIG. Details will be described with reference to FIG. Since the server device 1 detects the personal information immediately after receiving the content of the conversation, it is possible to shorten the time required from the request to the anonymization process for subsequent anonymization requests.

S105: When the scenario is decided, the dialogue control section 15 decides the message based on the scenario. If the scenario has not been determined, the search unit 12 searches the question-and-answer information to identify the answer.

S106: The response unit 13 transmits a message or reply to the user terminal 2 via the communication unit 14.

S107: The communication unit 23 of the user terminal 2 receives the message or answer, and the output unit 22 displays the message or answer on the chat screen.

S108: The storage unit 16 records the reply in the chat history information storage unit 43.

<Example of chat containing personal information>
FIG. 10 is an example of a chat screen 110 including personal information displayed by the user terminal 2. As shown in FIG. FIG. 10 is a chat based event registration scenario. A user registers his/her own information for an event through chat.

First, in response to the user's question 117 "I want to register for participation in the event", the search unit 12 searches question and answer information and obtains an answer 118 "please enter registration information". The answer 118 determines the scenario.

The dialog control unit 15 sends a message 111 "Please enter your name" to the user terminal 2 according to the scenario. On the other hand, the user has entered the name 112 "I'm Kaiwa Taro". The dialogue control unit 15 judges that the “condition to proceed to the next order” of the scenario is satisfied, and transmits a message 113 to the user terminal 2, “Please input your telephone number.” A user has entered a telephone number 114 of "000-0000-0000". The interaction control unit 15 judges that the scenario's "condition for proceeding to the next order" is satisfied, and transmits a message 115 to the user terminal 2, "Please enter your email address." The user has entered the mail address 116 of "●●●@▲▲▲.com". The dialog control unit 15 judges that the "conditions for proceeding to the next order" of the scenario are satisfied, and sends a message 119 to the user that "participation registration has been completed. Event information will be sent to the registered e-mail address." Send to terminal 2.

The personal information detection unit 19 detects personal information (name 112, telephone number 114, email address 116) from the content of the conversation input by the user based on whether it matches or is similar to the personal information pattern described in FIG. do.

In FIG. 10, the bot asks the question and the user answers according to the scenario, but even if the user asks the question and the bot answers, it will be detected if personal information is included.

<Personal information detection processing>
FIG. 11 is an example of a flow chart showing a procedure for the personal information detection unit 19 to detect personal information from conversation content. The process of FIG. 11 starts when input information from a user, bot, or operator is transmitted to the server device 1 and the storage unit 16 stores chat history in the chat history information storage unit 43 .

The personal information detection unit 19 identifies a character string that matches the personal information pattern from the conversation contents saved by the storage unit 16 (S1).

If it can be specified (Yes in S2), the personal information detection unit 19 stores the specified character string as the value of the "personal information" item in the chat history information storage unit 43, and stores the value of the "personal information alert" item in the chat history information storage unit 43. It is set to "ON" (S3).

By doing this, chat histories containing personal information can be identified and deleted by the administrator. Alternatively, the server device 1 can automatically delete it after a certain period of time has passed.

<Display chat history list>
Describes viewing chat history that contains personal information. When providing the chat history to the administrator terminal 3, the server device 1 displays whether or not the item "personal information alert" is ON. In addition, the server device 1 anonymizes the personal information upon request from the administrator.

FIG. 12 is an example of a sequence diagram illustrating display of the chat history list screen 120, anonymization of personal information, and output of chat history.

S201: The administrator inputs an operation to the administrator terminal 3 to display the chat history list screen 120 . The input unit 31 receives operations.

S202: The communication unit 33 of the administrator terminal 3 transmits a request for the chat history list screen 120 to the server device 1. FIG.

S203 : The communication unit 14 of the server device 1 receives the request for the chat history list screen 120 , and the screen providing unit 18 refers to the chat history information storage unit 43 to generate the chat history list screen 120 . Details will be described with reference to FIG. Server device 1 may transmit chat history information to administrator terminal 3, and administrator terminal 3 may generate a chat history list screen.

S204: The communication unit 14 of the server device 1 transmits the screen information of the chat history list screen 120 to the administrator terminal 3. FIG.

S205: The communication unit 33 of the administrator terminal 3 receives the screen information of the chat history list screen 120, and the output unit 32 displays the chat history list screen 120. FIG.

S206: As will be described later, the administrator can instruct the chat history list screen 120 to anonymize personal information. The input unit 31 receives instructions.

S207: The communication unit 33 of the administrator terminal 3 requests the server device 1 to anonymize the personal information.

S208: The communication unit 14 of the server device 1 receives the request for anonymization of personal information, and the personal information detection unit 19 anonymizes the personal information of the conversation content. Details will be described with reference to FIG.

S209: The communication unit 14 of the server device 1 transmits execution completion to the administrator terminal 3.

S210: The communication unit 33 of the administrator terminal 3 receives the completion of execution, and the output unit 32 displays that effect.

S211: As will be described later, the administrator can instruct the chat history list screen 120 to output the chat history. The input unit 31 receives instructions.

S212: The communication unit 33 of the administrator terminal 3 transmits a chat history output request to the server device 1 .

S213: The communication unit 14 of the server device 1 receives the chat history output request, and the output processing unit 62 outputs the chat history to a file in CSV format.

S<b>214 : The communication unit 14 of the server device 1 transmits the file containing the chat history to the administrator terminal 3 .

By doing this, even if the manager terminal 3 acquires the chat history, the personal information is anonymized, so that the risk of leakage can be suppressed.

FIG. 13 is an example of a chat history list screen 120 displayed by the administrator terminal 3. As shown in FIG. The chat history list screen 120 displays a list 124 of chat histories stored in the chat history information storage unit 43 . List 124 displays conversation content 126 and category 127 at the start of the chat. Since only the conversation content 126 at the start of the chat is displayed, personal information is less likely to be leaked. When the administrator selects any chat from list 124, the chat screen is reproduced and displayed.

The list 124 has a Personal Information item 125 corresponding to the "Personal Information Alert" item. When the "personal information alert" item is ON, the personal information item 125 on the chat history list screen 120 is "yes". Therefore, the administrator terminal 3 can display whether or not the chat history includes personal information on the chat history list screen 120 received from the server device 1 .

The chat history list screen 120 has a button 121 with personal information, and the administrator can display only the list of chat histories for which the item "personal information alert" is ON.

The chat history list screen 120 has an anonymize button 122 so that the administrator can request the server device 1 to anonymize the personal information from the personal information history. In this way, the administrator can more easily remove personal information from chat history than searching for and removing personal information by himself.

In addition, the chat history list screen 120 has an export button 123, and when the administrator presses this button, the chat history can be output to a file in CSV format. Personal information is also anonymized when the file is output.

FIG. 14 is an example of a flowchart showing a procedure for the administrator terminal 3 to display the chat history list screen 120. As shown in FIG. The process of FIG. 14 starts, for example, when the server device 1 receives a request for the chat history list screen 120 from the administrator terminal 3 .

The screen providing unit 18 acquires the value of the item "personal information alert" from the chat history information storage unit 43 (S11).

If the "personal information alert" item is ON (Yes in S12), the screen providing unit 18 sets "Yes" in the personal information item 125 of the chat history list screen 120 (S13).

If the "personal information alert" item is not ON (No in S12), the screen providing unit 18 sets "none" in the personal information item 125 of the chat history list screen 120 (S14).

The screen providing unit 18 repeats steps S11 to S14 for each chat history stored in the chat history information storage unit 43 for each session.

The screen providing unit 18 generates the chat history list screen 120 based on the judgment results of steps S11 to S14 (S15). The screen information of the chat history list screen 120 is transmitted to the administrator terminal 3 and displayed as shown in FIG.

FIG. 15 is a flow chart showing a procedure for anonymizing personal information included in chat history.

The anonymization processing unit 61 identifies chat histories for which the value of the “personal information alert” item is “ON” from the chat histories in the chat history information storage unit 43 (S21).

Next, the anonymization processing unit 61 replaces the personal information of the conversation content with a predetermined character string for the conversation content for which the value of the item "personal information alert" is "ON" (S22). Since the personal information has already been detected, the anonymization processing unit 61 replaces the character string of the conversation content that matches the value of the "personal information" item in the conversation content with a predetermined character string. Also, although the predetermined character string is, for example, “●●……”, it may be replaced with any character as long as there is anonymity. The anonymization processing unit 61 may simply delete the personal information without replacing it.

The anonymization processing unit 61 deletes the value of the "personal information" item and sets the value of the "personal information alert" item to "OFF" (S23).

When the anonymization ends, the screen providing unit 18 performs the process of FIG. 14 to update the chat history list screen 120 (S24).

FIG. 16 shows chat history information after anonymization processing has been performed. When compared with the chat history information in FIG. 7, the name, phone number, and email address in the conversation contents are replaced with "●●......". In addition, personal information is deleted from the value of the item "personal information". The item "personal information alert" is also changed to "OFF".

FIG. 17 shows an example of the chat screen 130 displayed when a chat history is selected from the chat history list on the chat history list screen 120 after the anonymization process is performed. Chat screen 130 in FIG. 17 shows a state in which personal information is anonymized from chat screen 110 in FIG. In response to the display request for the conversation content, the screen providing unit 18 transmits the anonymized conversation content to the administrator terminal 3 .

The name 112, telephone number 114, and mail address 116 displayed in FIG. 10 are replaced with "●●......" 131 to 133, respectively. Therefore, it is possible to prevent personal information from being leaked even if the administrator browses the chat history.

<Export conversation content to a file>
FIG. 18 is an example of a flow chart showing a procedure for the server device 1 to output conversation content to a file.

The output processing unit 62 performs the following processing on the history of each chat to be output. The chat histories to be output may be, for example, those selected by the administrator, or may be all the chat histories displayed on the chat history list screen 120 .

First, the output processing unit 62 determines whether or not a value (if there is personal information, there is some text) is registered in the item of "personal information" (S31).

If the determination in step S31 is No, the output processing unit 62 acquires the content of the conversation and outputs it to the designated file (S32).

If the determination in step S31 is Yes, the output processing unit 62 acquires the content of the conversation, replaces the value of the item "personal information" included in the content of the conversation with a predetermined character string, and outputs it to the designated file. (S33). The personal information in the conversation content of the chat history information is not anonymized, and the value of the "personal information alert" item remains "ON".

The output processing unit 62 acquires the values of other items such as the date and time and the speaker, and outputs them to the designated file in association with the content of the conversation (S34).

By doing so, even if the chat history information is not anonymized, the anonymized chat history can be output to the file when outputting to the file.

<Main effects>
According to this embodiment, whether or not personal information is included is displayed on the chat history list screen, so the administrator can easily determine whether personal information is included in the chat history. In addition, the personal information can be deleted from the chat history by the administrator pressing the anonymization button. When outputting the chat history to a file, the server device 1 can also anonymize the personal information.

<Other application examples>
Although the best mode for carrying out the present invention has been described above using examples, the present invention is by no means limited to such examples, and various modifications can be made without departing from the scope of the present invention. and substitutions can be added.

For example, the configuration example shown in FIG. 4 is divided according to main functions in order to facilitate understanding of processing by the user terminal 2, administrator terminal 3, operator terminal 5 and server device 1. FIG. The present invention is not limited by the division method or name of the unit of processing. The processing of the user terminal 2, administrator terminal 3, operator terminal 5 and server device 1 can be divided into more processing units according to the content of the processing. Also, one processing unit can be divided to include more processing.

Moreover, the devices described in the examples are only representative of one of several computing environments for implementing the embodiments disclosed herein. In one embodiment, server machine 1 includes multiple computing devices, such as a server cluster. Multiple computing devices are configured to communicate with each other over any type of communication link, including a network, shared memory, etc., to perform the processes disclosed herein.

Further, the server device 1 can be configured to share the processing steps disclosed in this embodiment, eg, FIGS. 11, 14, 15, and 18, in various combinations. For example, a process executed by a given unit can be executed by a plurality of information processing devices included in server device 1 . Moreover, the server device 1 may be integrated into one server device, or may be divided into a plurality of server devices.

Each function of the embodiments described above may be implemented by one or more processing circuits. Here, the "processing circuit" in this specification means a processor programmed by software to perform each function, such as a processor implemented by an electronic circuit, or a processor designed to perform each function described above. Devices such as ASIC (Application Specific Integrated Circuit), DSP (Digital Signal Processor), FPGA (Field Programmable Gate Array) and conventional circuit modules are included.

1 Server Device 2 User Terminal 3 Administrator Terminal 5 Operator Terminal 100 Chatbot System

JP 2018-195298 A

Claims (10)

An information processing system for conversing with a first terminal device,
a storage unit that stores conversation content between the first terminal device and the information processing system;
a personal information detection unit that detects personal information from the content of the conversation;
a communication unit configured to transmit a list of conversation contents in which whether or not personal information is included in the conversation contents is set to the second terminal device when a list of the conversation contents is requested from the second terminal device; ,
An information processing system having when the personal information detection unit detects personal information from the content of the conversation, storing the content of the conversation in association with the fact that the personal information is included;
2. The information processing system according to claim 1, further comprising a screen providing unit that sets whether or not personal information is included in said conversation content list based on the fact that personal information is included in said conversation content. The personal information detection unit detects personal information from the content of the conversation immediately after the content of the conversation is saved, and when the personal information detection unit detects personal information from the content of the conversation, the detected personal information is 3. The information processing system according to claim 2, wherein the information is stored in association with the content of the conversation. In response to a request to anonymize the personal information from the second terminal device, the same character string as the personal information associated with the content of the conversation is specified from the content of the conversation, and the individual of the content of the conversation is identified. 4. The information processing system according to claim 3, comprising an anonymization processing unit that anonymizes information. 5. The information processing system according to claim 4, wherein when the personal information of the content of the conversation is anonymized, the anonymization processing unit associates that the content of the conversation does not have personal information and stores the information. 6. In response to a display request for the conversation content selected from the conversation content list, the communication unit transmits the conversation content, in which the personal information is anonymized, to the second terminal device. The information processing system according to . Anonymizing the personal information of the conversation content in response to an output request of the conversation content from the second terminal device, outputting the conversation content with the anonymized personal information to a file, and outputting the conversation content to the second terminal device 7. The information processing system according to any one of claims 4 to 6, which transmits to a terminal device. A chatbot system having an information processing system that converses with a first terminal device and a second terminal device that communicates with the information processing system,
The information processing system is
a storage unit that stores conversation content between the first terminal device and the information processing system;
a personal information detection unit that detects personal information from the content of the conversation;
a communication unit that, when requested by a second terminal device for the list of conversation content, transmits a list of conversation content to the second terminal device together with the fact that personal information is included in the conversation content;
The second terminal device
A chatbot system for displaying in the list of conversation contents received from the information processing system that personal information is included in the conversation contents. An information management method performed by an information processing system that communicates with a first terminal device,
a step of saving conversation content between the first terminal device and the information processing system;
a step of detecting personal information from the content of the conversation;
a step of transmitting a list of conversation contents in which whether or not personal information is included in the conversation contents is set to the second terminal device when a list of the conversation contents is requested from the second terminal device;
An information management method having an information processing system that communicates with a first terminal device,
a storage unit that stores conversation content between the first terminal device and the information processing system;
a personal information detection unit that detects personal information from the content of the conversation;
a communication unit that, when requested by a second terminal device for the list of conversation content, transmits to the second terminal device a list of conversation content in which whether or not personal information is included in the conversation content is set;
A program to function as

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