JP2737619B2 - Case database storage / search method - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a time-varying sequence of actions and events in a target area for database search and storage, a relational expression of physical components of the target area, photographic information of the target area, organizational information. The present invention relates to a case management method for effectively storing and retrieving case data such as claims and inquiries, including, for example, claims.

[0002]

2. Description of the Related Art Conventionally, when storing a database of cases, as shown in FIG. 9, a method of preparing a hierarchy of concepts representing the contents of a case and attaching the case to the leaf portion of the hierarchy is held. Was common. Alternatively, a method of expressing one case by one record and making it a relational database that is stored in a relational table was also one of the general methods (Reference: "Basic of Database System", Toshiaki Uemura Ohmsha).

[0003]

However, in some cases, special indexing searches can be significant. The following is an example.

[0004] When the sequence of states or operation events that change over time has an important meaning. For example, in the case of complaint information from a customer to a specific product, "If the user performs X, the machine responds Y. And if I tried to do the action of Z, I wouldn't say anything. " In this example, a temporal change in operation or state between the user and the machine in the target area is expressed. In such a case, if it is expressed by a static concept hierarchy as shown in FIG. 9 or expressed as a record in a relational table having no structure, how to search at the time of storage and search There is a problem that it is difficult or difficult to make a search formula. The reason is that in the concept hierarchy as shown in FIG. 9, individual nodes (nodes) in the hierarchy have difficulty in expressing a state change that changes with time. Further, when it is necessary to quickly search while responding to a customer by telephone or at a counter, it is a very serious problem that the search is troublesome. In such a case, from the expression as shown in FIG. 9, a picture representing a rough temporal flow in the target area in a time-series expression is prepared, and a temporal location where the customer is in trouble is designated. If the surrounding cases can be searched, the cases close to the customer's intention can be searched much more naturally.

[0005] When the relationship between the physical components of the target area has a significant meaning. For example, in the case of complaint information from a customer to a specific product, "the data is transferred from one module to another module. The strange thing happened inside "is typical. In this example, the target area is a specific product. Then, the customer gives a description of the complaint using the spatial relationship of the components of the target area. Even in such a case, there is a problem in that when it is attempted to represent the information using a static concept hierarchy as shown in FIG. 9 or to manage the information using a relational table having no structure, it is difficult to store and retrieve data. The reason is that in a conceptual hierarchy as shown in FIG. 9, individual nodes (nodes) in the hierarchy are difficult to express a spatial state. In such a case, from the expression shown in FIG.
If there is a picture that expresses the spatial composition of the target area in a block diagram, and if you specify the spatial location where the customer is in trouble, if the related cases can be searched, the cases close to the customer's intention will be much more natural. Can be searched.

When the physical image information of the target area has an important meaning For example, in the case of claim information for a specific product received from a customer by telephone, "When the second red button from the right is turned,
The expression "the lamp below it flashes" is typical. In this example, the target area is a specific product. The complaint is described on the assumption that a physical image of a photograph of the target area is in front of the eyes. In such a case, there is a problem in that when it is attempted to represent the data in a static concept hierarchy as shown in FIG. 9 or to manage the data in a relational table having no structure, there is a problem in storage and retrieval. The reason is that, in the concept hierarchy as shown in FIG. 9, individual nodes (nodes) in the hierarchy are difficult to represent the physical appearance state of the target area. In such a case, from the expression as shown in FIG. 9, a photographic image of the target area is presented on the screen, and if a location on the photograph in which the customer is in trouble is specified, if a related case can be searched, Search for cases that are close to the customer's intention much more naturally.

When the systematic expression of the target area has an important meaning For example, when technical information on a specific product is distributed in a company, (for the Difficulty information of word processing software, the XX Second Development Department It's a good design, so please contact us, but the actual development seems to be made with YY 3rd software subcontracted there. " Is a relationship between certain organizations. As a search index of a difficulty memo, an organization (for example, the XX second development section) and a relation between the organizations (the XX second development section and the YY third
Software-related) is used. In such a case, there is a problem in that if it is attempted to express it in a static concept hierarchy as shown in FIG. 9 or to manage it in a relational table having no structure, it will be difficult to store and search. The reason is that, in the concept hierarchy as shown in FIG. 9, individual nodes (nodes) in the hierarchy are difficult to represent the physical appearance state of the target area. In such a case, there is a pictorial representation of the relationship between the tissues in the target area from the representation as shown in FIG.
If you specify a spatial location where the customer is in trouble, if you can search for cases related to the surroundings, you can search for cases that are close to the customer's intention much more naturally.

It is an object of the present invention to provide examples of claims and inquiries including temporally changing states and changes in behavior, relational expressions of physical components of a target area, photograph information and organizational information of the target area, and the like. An object of the present invention is to provide a case management method for storing and retrieving data effectively.

[0009]

The present invention comprises three inventions.

A first aspect of the present invention is a case-based search / storage method having the following three features in an interface in which cases are stored in a database and a case that satisfies a database search request is satisfied.

The second invention is a case-based search / storage method having the following two features in an interface in which cases are stored in a database and a case that satisfies the request is searched in response to a database search request.

The third invention is a case-based search / storage method having the following three features in an interface in which cases are stored in a database and a case that satisfies a request in response to a database search request is searched.

1. An interface in which cases are stored in a database and information of a target area of the case in the database is expressed in two dimensions in an interface for searching for a case that satisfies the request in response to a database search request. A case database storing and retrieving method, wherein a description in which button switches are arranged is defined in advance as a script.

2. When the creator selects a script related to the contents of the new case when storing the new case in the database, the script is presented on a screen, and the new case and the script on the script are displayed. A case database storage / retrieval method, wherein a related link is provided between the button switch and the case switch, and then stored in a database.

3. When the searcher examines a case from the database, if the searcher selects a script related to the contents of the case to be searched, the script is presented on a screen, and a button switch in the script is designated. Then, a case database related to the specified button switch is searched and presented from a database to provide a case database storage / search method.

4. In the first embodiment of the present invention, a case database storage / characteristic is characterized in that a designer can define a similar link having a distance value between a button switch in an arbitrary script and another arbitrary button switch. retrieval method.

5. In the second aspect of the present invention, when the searcher searches for a case, the searcher selects a script related to the content of the case desired to be searched, and when a button switch in the script is designated, After searching and presenting a case where a related link has been set up on a button switch, only when there is another button switch connected with a similar link to the button switch, a case where a related link has been set up on the another button switch is also included. A case database storing / searching method characterized by searching from a database and presenting the distance value added to the similar link together.

6. A case database storing / retrieving method according to the first invention, wherein selectable hierarchical button switches can be defined and arranged on a two-dimensional expression on an arbitrary script.

7. A case database storage / retrieval method characterized in that a designer can connect an arbitrary hierarchical button switch of an arbitrary script to another arbitrary script.

8. When the searcher presses an arbitrary hierarchical button switch of the script currently displayed on the screen, if a specific script is connected to the hierarchical button switch, the script is connected. A case database, wherein the script is presented on a screen.

Next, the present invention will be described with reference to the drawings. Referring to FIG. 1, which shows a block diagram of one embodiment of the first invention, 1 is a script. Script 1 is
The target area two-dimensional information 2 expressing the knowledge and information of the target area in two dimensions and the button switch 3 arranged thereon are overlapped. If the script 1 is three-dimensionally expressed, it can be expressed as shown in FIG. In FIG. 10, the mount 47 is at the bottom, and the target area two-dimensional information 2
And the button switch 3 are overlapped. Mount 4
Numeral 7 merely exists for bordering when the script 1 is displayed on the screen. The number of the scripts 1 is an appropriate number for expressing the target area. For example, when a state that changes over time or a sequence of operation events has an important meaning, it is expressed as one script for each typical set of time flows and processing steps.
For example, e-mail-related temporal scripts include "send mail" script, "receive mail" script, "forward mail" script,
There are a script for "uploading a local file while sending mail" and a script for "downloading the contents to a local file while receiving mail". As an example of the inside of the script, in the case of the “send e-mail” script, the target area two-dimensional information 2 only needs to describe the following time series. This need only be represented by image information, and need not be text.

1. Display the submenu 2. Select "Send E-mail" 3. Specify the destination 4. Enter the text 5. Confirm the content 6. Send Also, the button switch 3 is a bullet in this time series It is good if it is arranged beside. FIG. 5 shows an example of such a time-series script description.

If the relationship between the physical components of the target area is significant, prepare the number of typical physical components representing the target area. If the target area is a set of inquiries about a specific “e-mail”, the sender's terminal, the sender's modem, the telephone line, the host's telephone socket, the host's mailbox, Mail interpreters, recipient terminals, recipient modems,
A picture in which a telephone line or the like is represented as a component, and a line representing the flow of data and control between them connects the components is one spatial script. FIG. 6 shows an example of such a spatial script description.

If the photographic image information of the target area has an important meaning, prepare a number of typical image information of the target area. For example, if the target area is a video playback machine, a different script may be prepared for each of the photographic image viewed from the front of the video playback machine, the photographic image viewed from above, and the photographic image viewed from the side. . FIG. 7 shows an example of such a photographic script description.

If the systematic expression of the target region has an important meaning, prepare the same number as the number of systematic relationships in the target region. For example, when an organizational relationship of a specific company is a target, the image of the organizational chart can be one script. FIG. 8 shows an example of such an organized script description.

Here, it should be noted that the target area two-dimensional information 2 is not limited to the above. Any case may be used as long as the image information is important as a search key when searching for a case in a specific target area.

Reference numeral 5 denotes a case. In case 5, contents of a claim and an inquiry are stored. Although the configuration of the inside of the case is not specified in the present invention, in general, it may be an ordinary text format whose contents can be understood by a human. The present invention does not specify the storage location of the case itself.

Reference numeral 4 denotes a related link. Related links are
It is a pointer between the case and the button switch 3 in the 5 script 1.

Reference numeral 6 denotes a database in which cases are stored. The type of the database 6 is not specified in the present invention. A file system may be used, or a database management system such as a relational database management system may be used. When using a database management system, it is sufficient to use a default method described in (Reference: “Basics of database system”, Toshiaki Uemura Ohmsha).

Reference numeral 7 denotes a case storage unit. Case storage 6
When a searcher specifies a specific button switch 3 in a specific script 1 when defining and storing a new case, a related link 4 is defined between the two, and the new case is stored in the database 6. I do. The connection information between the case and the button switch is stored in a table format as shown in FIG.

Reference numeral 8 denotes a case search unit. Case search section 7
When a specific button switch 3 in a specific script 1 is designated, if there is a case indicated by the related link 4 provided on the button switch, the case is searched and presented. Pressing a button on this screen causes a specific action to be taken.
In crosoft Windows, Interviews, X, etc.), it is a very general function, and its processing is not specified (reference: Microsoft Windows 3.1 software manual, NEC).

The phases in which the present invention is used are roughly classified into three phases: a target area knowledge definition phase, a case storage phase, and a case search phase. In the target area knowledge definition phase, the script 1 is defined. Generally, the script is defined by a target area expert at the time of developing the case database system. The case storage phase is a process that is performed when a complaint or an inquiry from a user is of a completely new type that has not existed in the past, and is stored in the database 6 as a case 5. At this time, the case storage unit 7 is used and the related link 4 is established, but this operation is generally performed by an operator who receives a complaint or an inquiry from a user. In addition, the case search phase is equivalent to searching for similar case 5 in the past for reference when responding to the user when there is a complaint or inquiry from the user. Sometimes the case search section 8 is used.
This operation is generally performed by an operator who receives a complaint or an inquiry from a user.

Next, an embodiment of the second invention will be described with reference to FIG. According to a second aspect of the present invention, a search capability is improved by adding a similarity search function to the first aspect of the present invention. The second aspect of the present invention relates to the first
Of the present invention.

Reference numeral 19 represented by a dotted line curve in FIG. 2 is a similar link with a distance value that defines the semantic closeness between arbitrary button switches in an arbitrary script. The distance value may be 0 if the proximity between the two is the same, 1 if they are almost similar, 2 if they are slightly similar, etc., depending on the target area, and may be given by a subject area expert. How to determine the distance value is not specified in the present invention.

When the script 1 is three-dimensionally expressed, FIG.
It can be expressed as represented by 1. FIG. 11 is a diagram obtained by adding the definition of one similar link 19 with a distance value to the top of FIG. The definition of the similar link 19 with a distance value connects between different button switches 3.

Reference numeral 18 denotes a case search unit with a similar search function. When the specific button switch 3 in the specific script 1 is specified, the case search unit 18 with the similar search function, if there is a case indicated by the related link 4 attached to the specified button switch 3, stores it in the database. 6 and present it. In addition, the designated button switch is checked, and if a similar link 19 with a distance value exists in the designated button switch, if there is a case indicated by the related link put on the button switch following the link, it is stored in the database 6. And presents it in the form of a pair with the distance value of the similar link 19 with the distance value. If there is no case to be indicated, indicate that it does not exist.

As the phases using the second invention, as in the specification phase of the first invention, a target area knowledge definition phase, a case storage phase, a case search phase,
Are roughly classified into three types. However, defining the similar link 19 with the distance value in the target area knowledge defining phase is an operation that increases.

Next, a third embodiment of the present invention will be described with reference to FIG. According to a third aspect of the present invention, a search capability is improved by adding a hierarchical expression function of a script to the first aspect of the present invention. The third invention includes all the components of the first invention.

Reference numeral 29 denotes a hierarchical button switch. Any number of the hierarchy button switches 29 can be arranged at an arbitrary place in an arbitrary script. Reference numeral 30 denotes a script hierarchical link. Script hierarchy link 30
When the designer specifies a hierarchical button switch 29 and a specific script, both are connected. When the searcher presses the hierarchy button switch 29, if the script hierarchy link 30 exists there, the script to which it is linked is presented on the screen.
Reference numeral 31 denotes a hierarchy button management unit. This means that if the user presses the hierarchical button switch 29, the user is notified of the event, and if there is another script linked to the hierarchical button switch by a script hierarchical link, it is displayed on the screen. Do nothing. This process is performed using the normal graphic user interface (Micr
It is a very general function in osoft Windows, Interviews, X, etc., and its processing is not specified (Reference: Microsoft Windows 3.1 Software Manual, NEC).

When the script 1 is three-dimensionally expressed, FIG.
2 can be expressed. FIG. 12 is a diagram obtained by adding one layer button switch 29 to the top of FIG.

As the phases using the third invention, as in the specification phase of the first invention, a target area knowledge definition phase, a case storage phase, a case search phase,
Are roughly classified into three types. More and more hierarchical button switches are defined in the target area knowledge definition phase. In the case storage phase and case search phase,
While pressing the hierarchy button switch, the task of referring to another script may be added.

[0041]

As described above, according to the first aspect of the present invention, a temporally changing state or action change, a relational expression of physical components of a target area, photographic information of a target area, organizational From a set of cases including information, etc., it is possible to search for an appropriate case by an appropriate search method according to the expression method of the user's request, so that a case meeting the user's request can be quickly searched. This has the effect.

According to the second aspect of the present invention, in addition to the effects of the first aspect of the present invention, even if there is no case that exactly matches the user's request, a related case close to the case can be quickly searched. This has the effect.

According to the third aspect of the present invention, in addition to the effects of the first aspect of the present invention, hierarchical expression of a script can be easily realized, which is effective for searching a large number of cases.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a configuration of one embodiment of the first invention.

FIG. 2 is a block diagram showing a configuration of one embodiment of the second invention.

FIG. 3 is a block diagram showing a configuration of one embodiment of the third invention.

FIG. 4 is a diagram for explaining a method for realizing a relationship between a case and a button switch.

FIG. 5 is a diagram of a script representing a state that changes over time or a change in operation.

FIG. 6 is a script diagram showing a relational expression of physical components of a target area.

FIG. 7 is a diagram of a script representing photograph information of a target area.

FIG. 8 is a diagram of a script representing organizational information.

FIG. 9 is a diagram for explaining a conventional method.

FIG. 10 is a diagram showing the inside of a script of the first invention.

FIG. 11 is a diagram showing the inside of a script according to the second invention.

FIG. 12 is a diagram showing the inside of a script according to the third invention.

[Explanation of symbols]

 1 Script 2 Target area 2D information 3 Button switch 4 Related link 5 Case 6 Database 7 Case storage unit 8, 18 Case search unit 19 Similar link with distance 29 Layer button switch 30 Script layer link 31 Layer button management unit

Claims (1)

(57) [Claims] 1. A method according to claim 1, wherein the case is stored in a database and the data is stored in the database.
Search for cases that satisfy the request according to the base search request
In the example database storage / retrieval method, the information of the target area of the case in the database is expressed in two dimensions
And a selectable button switch placed on top of it
Button switch in the script and another optional button
A similar link with a distance value between the
Set, when the searcher is the case retrieval, about the contents of the search you want to Case
The connected script is selected and the button in the script is
When a button switch is specified, the button switch
After searching for and presenting a linked example,
Another button switch connected by a similar link to the
Only when the switch is
The database also searches the database for cases where
To be presented with the distance value added to the link.
Feature case database storage and retrieval method.