JP2023020597A - Information processing device, information processing method, program, and information processing system - Google Patents

Abstract

To provide an information processing device, an information processing method, a program, and an information processing system capable of more efficiently reducing fluctuations of specific parts of response information to be registered in correction of the specific parts such as end-of-sentence expressions or the like of the response information to be registered.SOLUTION: The information processing device includes: a setting unit that accepts setting information about the display format of response information to be transmitted for inquiry information; a display control unit that causes a terminal device to display first screen information including response information explicitly specifying a specific part, if the specific part included in response information received from the terminal device differs from a corresponding specific part included in first response information according to the display format based on the setting information; and a registration unit that accepts information about editing for the response information in the first screen information.SELECTED DRAWING: Figure 3

Description

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

Chatbots, which are applications that automatically respond to inquiries from users, have been developed. Some chatbots make it possible to unify the tone of voice when responding automatically, or to set an icon as a character, making the user feel familiar and encouraging active use.

However, when registering question information or response information in a chatbot, for example, the character's tone of voice must be manually input, and the user may blur the expression of the input character's tone of voice. In addition, when the manager corrects the blurring of expression of this character's tone of voice, it takes time to find response information of wrong expression from a large amount of pre-registered response information. It takes time and effort.

The present invention has been made in view of the above, and is capable of more efficiently correcting a specific portion such as an end-of-sentence expression of response information to be registered and reducing blurring of the specific portion of the response information to be registered. An object is to provide an information processing device, an information processing method, a program, and an information processing system.

In order to solve the above-described problems and achieve the object, the present invention provides a setting unit that receives setting information related to the display format of response information to be transmitted in response to inquiry information, and a specific part included in the response information received from a terminal device. is different from the corresponding specific portion included in the first response information in the display format based on the setting information, a display control unit for causing the terminal device to display first screen information including response information specifying the specific portion; and a registration unit that receives information about editing of the response information in the screen information of 1.

According to the present invention, it is possible to more efficiently correct a specific part such as an end-of-sentence expression of response information to be registered, and to reduce blurring of a specific part such as an end-of-sentence expression of response information to be registered. .

FIG. 1 is a diagram showing an example of a system configuration including an automatic response system according to this embodiment. FIG. 2 is a diagram showing an example of the hardware configuration of the chatbot service server according to this embodiment. FIG. 3 is a diagram showing an example of the functional configuration of the chatbot service server according to this embodiment. FIG. 4 is a sequence diagram showing an example of the flow of registration processing of question information and response information in the automatic response system according to this embodiment. FIG. 5 is a sequence diagram showing an example of the flow of interactive communication in the automatic response system according to this embodiment. FIG. 6 is a sequence diagram showing an example of the flow of editing processing of question information and response information in the automatic response system according to this embodiment. FIG. 7 is a sequence diagram showing another example of the flow of editing processing of question information and response information in the automatic response system according to this embodiment. FIG. 8 is a flowchart for explaining an example of the flow of confirmation processing of sentence ending expressions included in response information in the automatic response system according to the present embodiment. FIG. 9 is a diagram showing an example of a question/answer list screen generated by the automatic response system according to this embodiment.

Exemplary embodiments of an information processing device, an information processing method, a program, and an automatic response system to which an information processing system is applied will be described in detail below with reference to the accompanying drawings.

FIG. 1 is a diagram showing an example of a system configuration including an automatic response system according to this embodiment. The automatic response system 1 is a system for automatically or semi-automatically responding to a question or the like from a user using a user terminal 3 using a so-called chatbot.

In the example shown in FIG. 1, the automatic response system 1 is connected to a user terminal 3 and an administrator terminal 4 via a network 2 so as to be communicable.

The user terminal 3 is a terminal device used by a user, and is, for example, a PC (Personal Computer), a tablet terminal, a smart phone, or the like. The administrator terminal 4 is a terminal device used by an administrator who manages the contents of exchanges realized by the automatic response system 1, and is, for example, a PC, a tablet terminal, a smart phone, or the like. The network 2 is, for example, the Internet, a LAN (Local Area Network), or the like. A plurality of user terminals 3 and administrator terminals 4 may be provided.

The automatic response system 1 of this embodiment has a chatbot service server 11 . The chatbot service server 11 establishes interactive communication with the user terminal 3 based on pre-registered scenario information, and sends response information to the question information sent from the user terminal 3 to the user who sent the question information. Processing for transmission to the terminal 3 is performed. That is, in the present embodiment, the chatbot service server 11 is an example of an information processing device that provides a service of transmitting response information to the user terminal 3 in response to question information (inquiry information) transmitted from the user terminal 3. be.

FIG. 2 is a diagram showing an example of the hardware configuration of the chatbot service server according to this embodiment. The chatbot service server 11 according to this embodiment is constructed by a computer and has a CPU 21 , ROM 22 , RAM 23 , HD 24 , HDD (Hard Disk Drive) controller 25 and display 26 . The chatbot service server 11 also includes an external device connection I/F (Interface) 28, a network I/F 29, a data bus 30, a keyboard 31, a pointing device 32, a DVD-RW (Digital Versatile Disk Rewritable) drive 34, and media It has I/F36.

The CPU 21 controls the operation of the chatbot service server 11 as a whole. The ROM 22 stores programs used to drive the CPU 21, such as an IPL (Initial Program Loader). RAM 23 is used as a work area for CPU 21 . The HD 24 stores various data such as programs. The HDD controller 25 controls reading or writing of various data to/from the HD 24 under the control of the CPU 21 . The display 26 displays various information such as cursors, menus, windows, characters, and images.

The external device connection I/F 28 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 29 is an interface for data communication using the network 2 . The data bus 30 is an address bus, a data bus, etc. for electrically connecting each component such as the CPU 21 .

The keyboard 31 is a type of input means having a plurality of keys for inputting characters, numerical values, various instructions, and the like. The pointing device 32 is a kind of input means for selecting and executing various instructions, selecting a processing target, moving a cursor, and the like. A DVD-RW drive 34 controls reading or writing of various data to a DVD-RW 33 as an example of a removable recording medium. Note that DVD-R or the like may be used instead of DVD-RW. A media I/F 36 controls reading or writing (storage) of data to a recording medium 35 such as a flash memory.

FIG. 3 is a diagram showing an example of the functional configuration of the chatbot service server according to this embodiment. Chatbot service server 11 has communication section 101 , search section 103 , management screen input/output section 104 , question and answer management section 105 , setting section 106 , FAQ master 131 , dialogue scenario table 132 , and inquiry history database 133 . These functional units 101-105, FAQ master 131, dialogue scenario table 132, and inquiry history database 133 are realized, for example, by cooperation of the components 21-36 of the hardware configuration shown in FIG. 2 and programs.

The communication unit 101 performs processing for executing interactive communication for transmitting and receiving information to and from an unspecified number of user terminals 3A, 3B, and 3C. Interactive communication is for sending and receiving information by exchanging conversation (chat) between the user terminal 3 and a chatbot. Hereinafter, when there is no need to distinguish among the plurality of user terminals 3A, 3B, and 3C, they may be referred to as the user terminal 3 in some cases.

In this embodiment, the communication unit 101 has a receiving unit 111 that receives information transmitted from the user terminal 3 and a transmitting unit 112 that transmits information to the user terminal 3 . The receiving unit 111 receives question information from the user terminal 3 . The transmitting unit 112 transmits response information to the received question information to the user terminal 3 that transmitted the question information.

In the example shown in FIG. 3, three user terminals 3A, 3B, and 3C are shown that have different means for interactive communication. The user terminal 3A uses a browser (Internet browser) 41 to establish interactive communication. The user terminal 3B establishes interactive communication using a communication tool 42 such as a specific SNS (Social Networking Service). User terminal 3C utilizes at least one of browser 41 and specific communication tool 42 to establish interactive communication. Thus, means on the user terminal 3 side for establishing interactive communication can be set arbitrarily.

As shown in Table 1 below, the FAQ master 131 includes elements included in question information acquired in interactive communication (for example, selections selected by the user, free words entered by the user, etc.), responses It is a FAQ database that associates information with . In this embodiment, the FAQ master 131 associates question information, response information, and correction necessity information with each other as shown in Table 1 below. Here, the correction necessity information is information indicating necessity of editing (correction) of response information in a display format based on setting information set by the setting unit 106 described later.

In addition, as shown in Table 2 below, the FAQ master 131 includes setting information (for example, character setting) regarding the display format of response information, and response information (hereinafter referred to as first response) in a display format based on the setting information. (referred to as information) and a specific part such as the end of a sentence, and a database that associates them with each other.

The dialog scenario table 132 stores scenarios in interactive communication. The inquiry history database 133 stores question information and response information exchanged through interactive communication.

The search unit 103 searches the FAQ master 131 for response information associated with elements included in question information acquired through interactive communication. Further, the search unit 103 may refer to the dialogue scenario table 132 in addition to the FAQ master 131 to acquire response information. Further, the search unit 103 stores the question information and response information exchanged through interactive communication in the inquiry history database 133 .

The setting unit 106 functions as an example of a setting unit that receives setting information regarding the display format of response information to be transmitted in response to question information. Here, for example, as shown in Table 3 below, the setting information includes a plurality of character settings related to the display format of the response information (for example, animals, plants, insects, living organisms, people, genders, races, robots, country, and region).

The management screen input/output unit 104 generates a question-and-answer list screen, which is a screen for registering, generating, editing, and deleting question information and response information stored in the FAQ master 131, and displays the question-and-answer list screen. It is an example of a display control unit displayed on the administrator terminal 4 . That is, the management screen input/output unit 104 provides a UI capable of managing question information and response information necessary for interactive communication, and managing user information for making various settings for interactive communication. When registering, generating, editing, or deleting question information and management information, the management screen input/output unit 104 sends new question information, response information, etc. input using the UI to the question and answer management unit 105. hand over.

Also, the management screen input/output unit 104 determines whether or not the specific portion included in the response information received from the administrator terminal 4 is different from the corresponding specific portion included in the first response information in the display format based on the setting information. do. Here, the specific part includes, for example, the end-of-sentence expression of the response information.

Then, if the specific part included in the received response information is different from the corresponding specific part included in the first response information, the management screen input/output unit 104 displays the question-and-answer list screen ( example of the first screen information) is displayed on the administrator terminal 4 . Here, the response information that clearly indicates the specific part is the response information that displays the specific part in an identifiable manner, for example, at least one of highlighting, hatching, marking, underlining, wavy lines, and encircling lines. This is the response information in which a specific part is displayed in .

That is, the management screen input/output unit 104 automatically compares a specific part of the response information (for example, an end-of-sentence expression) with existing response information when registering question information and response information. If the specific part of the registered response information is different from the specific part of the existing response information, the management screen input/output unit 104 clearly displays the registered response information by highlighting or the like so that the administrator can to correct the response information. As a result, it is possible to shorten the time required to correct the specific part of the response information to be registered, reduce the blurring of the specific part of the response information to be registered, and make it easier for anyone to register the response information.

Further, when receiving editing information requesting editing of response information, the management screen input/output unit 104 displays a question-and-answer list screen (second screen information) including response information updated (edited) based on the editing information. is displayed on the administrator terminal 4. Further, when the management screen input/output unit 104 receives edit-unnecessary information indicating that the response information does not need to be edited, the management screen input/output unit 104 causes the administrator terminal 4 to display a question-and-answer list screen including the response information.

The question-and-answer management unit 105 prepares elements included in the question information and response information for the FAQ master 131 and the dialogue scenario table 132 based on various information input on the question-and-answer list screen displayed on the administrator terminal 4. register, create, edit, delete, etc. That is, the question-and-answer management unit 105 registers question information and response information in the FAQ master 131 based on various information input using the question-and-answer list screen, and registers question information and response information from the FAQ master 131. Acquire information, etc., and display it on the question-and-answer list screen.

Specifically, the question-and-answer management unit 105 functions as an example of a registration unit that receives information regarding editing of response information on the question-and-answer list screen. Here, the information related to editing of the response information is editing information or non-editing information. Then, when the question-and-answer management unit 105 receives the edited information, it performs registration and the like in the FAQ master 131 and the dialogue scenario table 132 based on the received edited information.

FIG. 4 is a sequence diagram showing an example of the flow of registration processing of question information and response information in the automatic response system according to this embodiment. Next, an example of the flow of registration processing of question information and response information in the automatic response system 1 according to the present embodiment will be described with reference to FIG.

First, when the screen displayed on the administrator terminal 4 transitions to the question and answer list screen (management screen) by the operation of the administrator, the administrator terminal 4 sends question information and response information to the chatbot service server 11. is requested to obtain a list of (step S401).

The management screen input/output unit 104 of the chatbot service server 11 transmits a list of question information and response information stored in the FAQ master 131 to the administrator terminal 4 (step S402). The administrator terminal 4 displays a question/answer list screen including a list of question information and response information received from the chatbot service server 11 (step S403).

Next, when question information and response information are input on the question-and-answer list screen by the administrator's operation, the administrator terminal 4 transmits the input question information and response information to the chatbot service server 11. Then, registration of question information and response information to the FAQ master 131 is requested (step S404). The question-and-answer management unit 105 of the chatbot service server 11 registers the question information and response information received from the administrator terminal 4 in the FAQ master 131 (step S405).

Thereafter, when the administrator terminal 4 requests the chatbot service server 11 to acquire a list of question information and response information (step S406), the management screen input/output unit 104 of the chatbot service server 11 A list of question information and response information stored in the FAQ master 131 is sent again to the administrator terminal 4 (step S407). Then, the administrator terminal 4 displays a question/answer list screen including a list of question information and response information received from the chatbot service server 11 (step S408).

FIG. 5 is a sequence diagram showing an example of the flow of interactive communication in the automatic response system according to this embodiment. Next, an example of the flow of registration processing of question information and response information in the automatic response system 1 according to the present embodiment will be described with reference to FIG.

When the user terminal 3 requests transmission of question information by user operation, the user terminal 3 transmits the input question information to the chatbot service server 11 and requests response information to the question information. (step S501).

The communication unit 101 of the chatbot service server 11 receives question information from the user terminal 3 . The search unit 103 acquires (searches) response information corresponding to the received question information from the FAQ master 131 (step S502). Next, the communication unit 101 transmits the response information acquired by the search unit 103 to the user terminal 3 (step S503). The user terminal 3 displays the response information received from the chatbot service server 11 (step S504).

FIG. 6 is a sequence diagram showing an example of the flow of editing processing of question information and response information in the automatic response system according to this embodiment. Next, an example of the flow of editing processing of question information and response information in the automatic response system 1 according to this embodiment will be described with reference to FIG.

When the administrator instructs the administrator terminal 4 to switch the character, which is an example of the setting information, the administrator terminal 4 requests the chatbot service server 11 to switch the character setting information. (step S601). The setting unit 106 of the chatbot service server 11 switches the character setting information in response to the character switching request from the administrator terminal 4 (step S602).

After that, when the screen displayed on the administrator terminal 4 transitions to the question and answer list screen by the operation of the administrator, the administrator terminal 4 requests the chatbot service server 11 to obtain a list of question information and response information. is requested (step S603).

The management screen input/output unit 104 of the chatbot service server 11 transmits a list of question information and response information stored in the FAQ master 131 to the administrator terminal 4 (step S604). The administrator terminal 4 displays a question/answer list screen including a list of question information and response information transmitted from the chatbot service server 11 (step S605).

Next, when the question information and response information are registered on the question and answer list screen by the administrator's operation, the administrator terminal 4 transmits the input question information and response information to the chatbot service server 11. Then, registration of question information and response information to the FAQ master 131 is requested (step S606). The question-and-answer management unit 105 of the chatbot service server 11 registers the question information and response information requested to be registered by the administrator terminal 4 in the FAQ master 131 (step S607).

After that, when the administrator terminal 4 requests the chatbot service server 11 to acquire a list of question information and response information (step S608), the management screen input/output unit 104 outputs the response information registered in the FAQ master 131. Among the end-of-sentence expressions contained in , the end-of-sentence expression different from the first response information in the display format based on the set character is identified (step S609).

Next, the management screen input/output unit 104 outputs the response information in which the end-of-sentence expression different from the first response information is specified (for example, highlighted) among the end-of-sentence expressions of the response information stored in the FAQ master 131, and the corresponding response information. A list of question information to be asked is transmitted to the administrator terminal 4 (step S610). Then, the administrator terminal 4 displays a question/answer list screen including a list of question information and response information received from the chatbot service server 11 (step S611).

Next, when editing information requesting editing of the response information and question information is input to the administrator terminal 4 by the operation of the administrator, the administrator terminal 4 converts the input editing information into the chatbot service. It transmits to the server 11 to request an update (step S612). When the question-and-answer management unit 105 of the chatbot service server 11 receives the edited information from the administrator terminal 4, it updates (edits) the question information and the response information stored in the FAQ master 131 based on the edited information ( step S613).

Next, the management screen input/output unit 104 re-specifies, among the ending expressions included in the response information stored in the FAQ master 131, the ending expressions that differ from the first response information in the display format based on the set character ( step S614). Next, the management screen input/output unit 104 outputs a list of the response information specifying the end-of-sentence expression different from the first response information among the end-of-sentence expressions of the response information stored in the FAQ master 131 and the question information to the administrator terminal. 4 (step S615). Then, the administrator terminal 4 displays a question/answer list screen including a list of question information and response information transmitted from the chatbot service server 11 (step S616).

FIG. 7 is a sequence diagram showing another example of the flow of editing processing of question information and response information in the automatic response system according to this embodiment. Next, another example of the flow of editing processing of question information and response information in the automatic response system 1 according to the present embodiment will be described with reference to FIG. In the following description, description of the same processing as in FIG. 6 is omitted.

When edit-unnecessary information indicating that editing of the question information and response information is unnecessary is input to the administrator terminal 4 by the administrator's operation, the administrator terminal 4 accepts the input edit-unnecessary information. , to the chatbot service server 11 (step S701). When the question-and-answer management unit 105 of the chatbot service server 11 receives the non-editing information from the administrator terminal 4, it does not edit the response information stored in the FAQ master 131, indicating that the response information does not need to be edited. is registered (step S702).

Next, the management screen input/output unit 104 transmits a list of question information and response information stored in the FAQ master 131 to the administrator terminal 4 (step S703). Then, the administrator terminal 4 displays a question/answer list screen including a list of question information and response information transmitted from the chatbot service server 11 (step S704). At that time, the administrator terminal 4 clearly indicates (for example, emphasizes) an end-of-sentence expression different from the first response information in a display format based on a set character among the end-of-sentence expressions included in the response information stored in the FAQ master 131. ).

FIG. 8 illustrates an example of the flow of confirmation processing of sentence ending expressions included in response information in the automatic response system according to the present embodiment. Next, with reference to FIG. 8, an example of the flow of processing for highlighting an end-of-sentence expression included in response information in the automatic response system 1 according to the present embodiment will be described.

First, when editing information is received from the administrator terminal 4, the question-and-answer management unit 105 adds or edits question information and response information stored in the FAQ master 131 based on the editing information (step S801). Also, the question-and-answer management unit 105 acquires the ending expression of the added or edited response information (step S802).

Next, the question-and-answer management unit 105 determines whether the acquired end-of-sentence expression matches the pattern of the end-of-sentence expression of the first response information in the display format based on the character set by the setting unit 106 (step S803). If the acquired end-of-sentence expression matches the end-of-sentence expression of the first response information in the display format based on the set character (step S803: Yes), the question-and-answer management unit 105 finishes adding and editing the response information. .

On the other hand, if the acquired end-of-sentence expression does not match the end-of-sentence expression of the first response information in the display format based on the set character (step S803: No), the question-and-answer management unit 105, based on the correction necessity information, , it is determined whether editing of the response information in the display format based on the setting information is unnecessary (step S804). If it is not necessary to edit the response information in the display format based on the setting information (step S804: Yes), the question-and-answer management unit 105 finishes adding and editing the response information.

On the other hand, if it is necessary to edit the response information in the display format based on the setting information (step S804: No), the question-and-answer management unit 105 selects the display format based on the setting information, out of the end-of-sentence expressions included in the added or edited response information. A sentence-ending expression different from the sentence-ending expression included in the first response information by is highlighted (step S805). In addition, the management screen input/output unit 104 re-edits the ending expression of the edited or added response information that differs from the first response information in the display format based on the set character.

FIG. 9 is a diagram showing an example of a question/answer list screen generated by the automatic response system according to this embodiment. Next, an example of a question-and-answer list screen generated by the automatic response system 1 according to this embodiment will be described with reference to FIG.

In this embodiment, the management screen input/output unit 104, as shown in FIG. The response information 901 including the ending expression different from the first response information is highlighted.

As described above, according to the automatic response system 1 according to the present embodiment, when the specific part of the registered response information is different from the specific part of the existing response information, the registered response information is highlighted. etc., the response information can be corrected more efficiently for the administrator, and blurring of a specific part of the registered response information can be reduced.

Note that the program executed by the chatbot service server 11 of the present embodiment is preinstalled in the ROM 22 or the like and provided. The program executed by the chatbot service server 11 of the present embodiment is a file in an installable format or an executable format and can be stored on a CD-ROM, flexible disk (FD), CD-R, DVD (Digital Versatile Disk), or the like. may be configured to be recorded and provided on a computer-readable recording medium.

Furthermore, the program executed by the chatbot service server 11 of the present embodiment may be stored on a computer connected to a network such as the Internet, and may be provided by being downloaded via the network. Also, the program executed by the chatbot service server 11 of the present embodiment may be provided or distributed via a network such as the Internet.

The program executed by the chatbot service server 11 of the present embodiment has a module configuration including each unit (communication unit 101, search unit 103, management screen input/output unit 104, question/answer management unit 105, setting unit 106) described above. As actual hardware, the CPU 21 (an example of a processor) reads out and executes the program from the ROM 22, thereby loading the above respective units onto the main storage device. An input/output unit 104, a question-and-answer management unit 105, and a setting unit 106 are generated on the main storage device.

1 automatic response system 2 network 3 user terminal 4 administrator terminal 11 chatbot service server 21 CPU
22 ROMs
23 RAM
101 communication unit 103 search unit 104 management screen input/output unit 105 question and answer management unit 106 setting unit 111 reception unit 112 transmission unit 131 FAQ master 132 dialogue scenario table 133 inquiry history database

JP 2014-191484 A

Claims (16)

a setting unit that receives setting information regarding the display format of response information to be sent in response to inquiry information;
If the specific part included in the response information received from the terminal device is different from the corresponding specific part included in the first response information in the display format based on the setting information, the first response information including the response information specifying the specific part is displayed. a display control unit that causes the terminal device to display the screen information of
a registration unit that receives information about editing of the response information in the first screen information;
Information processing device. 2. The information processing apparatus according to claim 1, wherein the information about editing of the response information is editing information requesting editing of the response information or editing unnecessary information indicating that editing of the response information is unnecessary. 3. The display control unit according to claim 2, wherein when the registration unit receives the edit information, the display control unit causes the terminal device to display second screen information including the response information updated based on the edit information. Information processing equipment. 4. The information processing apparatus according to claim 2, wherein said display control section causes said terminal device to display screen information including said response information when said registration section receives said non-editing information. 5. The setting information according to any one of claims 1 to 4, wherein the setting information is character settings including at least one of animals, plants, insects, living organisms, people, sexes, races, robots, countries, and regions. The information processing device described. 6. The information processing apparatus according to any one of claims 1 to 5, wherein said display format is at least one of highlighted display, hatched display, marking display, underline, wavy line, and encircling line. 7. The information processing apparatus according to any one of claims 1 to 6, wherein said specific part is an end-of-sentence expression of said response information based on said display format. An information processing method executed by an information processing device,
a step of a setting unit receiving setting information regarding a display format of response information to be transmitted in response to the inquiry information;
When the display control unit includes a specific part included in the response information received from the terminal device and is different from the corresponding specific part included in the first response information in the display format based on the setting information, the response specifying the specific part causing the terminal device to display first screen information containing information;
a step of a registration unit receiving information regarding editing of the response information in the first screen information;
Information processing method including. 9. The information processing method according to claim 8, wherein the information about editing of the response information is editing information requesting editing of the response information or editing unnecessary information indicating that editing of the response information is unnecessary. 10. The display control unit further comprising, when the registration unit receives the edit information, causing the terminal device to display second screen information including the response information updated based on the edit information. The information processing method described in . 11. The information processing method according to claim 9, further comprising the step of causing said terminal device to display screen information including said response information when said display control unit receives said non-editing information from said registration unit. 12. The setting information according to any one of claims 8 to 11, wherein the setting information is character settings including at least one of animals, plants, insects, living organisms, people, sexes, races, robots, countries, and regions. Information processing method described. 13. The information processing method according to any one of claims 8 to 12, wherein said display format is at least one of highlight display, hatching display, marking display, underline, wavy line, and encircling line. 14. The information processing method according to any one of claims 8 to 13, wherein said specific part is an end-of-sentence expression of said response information based on said display format. the computer,
a setting unit that receives setting information regarding the display format of response information to be sent in response to inquiry information;
If the specific part included in the response information received from the terminal device is different from the corresponding specific part included in the first response information in the display format based on the setting information, the first response information including the response information specifying the specific part is displayed. a display control unit that causes the terminal device to display the screen information of
a registration unit that receives information about editing of the response information in the first screen information;
A program to function as a setting unit that receives setting information regarding the display format of response information to be sent in response to inquiry information;
If the specific part included in the response information received from the terminal device is different from the corresponding specific part included in the first response information in the display format based on the setting information, the first response information including the response information specifying the specific part is displayed. a display control unit that causes the terminal device to display the screen information of
a registration unit that receives information about editing of the response information in the first screen information;
An information processing system comprising

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