JP5427696B2 - Help desk system and program - Google Patents

Description

  The present invention relates to a help desk system and program, and more particularly to a help desk system and program for displaying related pages in conjunction with a FAQ (Frequently Asked Question) notification function.

  The help desk system is a system for performing a question and answer between a user terminal and a respondent terminal using a computer network or the like. In such a help desk system, when the management server receives a question from the user terminal, a response creation request is transmitted from the management server to the respondent terminal. The respondent answers the user's question using the respondent terminal (see, for example, Patent Document 1).

  In such a help desk system, an answerer directly answers a user's question. On the other hand, frequently asked questions are collected as FAQs in which questions and answers are paired. On the FAQ page, the URL of the related page related to the question and the answer is linked and pasted, and the title of the related page is also displayed. The user who has referred to the FAQ page can jump to the related page by clicking the title as necessary, and immediately refer to the related page. Related pages include an introduction page for each product and a page for explaining a troubleshooting method.

JP 2004-157733 A

  However, in the past, the administrator has manually pasted the related page and pasted the URL (Uniform Resource Locator) of the page related to the question and answer contents of the FAQ page, so the home page is updated. Every time, the affixing work had to be done, and the effort was enormous. In addition, because searching for the related page was done manually, its reliability depends on the knowledge each person has, and there are differences between individuals, and the pages that are originally required may not be pasted. For example, there is no guarantee that the correct page will be pasted.

  In view of the above-described problems, the present invention provides a help desk system that displays a related page with high reliability without depending on human hands by pasting related pages displayed together with FAQ pages without using human hands. For the purpose.

  The help desk system of the present invention includes a content table that stores the URL of each home page in the company site and its content data in association with each other, a crawler that searches each home page in the company site and creates the content table, The similarity calculation means for calculating the similarity between each content data in the content table and the contents of each FAQ page in the company site, and the content data with high similarity calculated by the similarity calculation means. Pasting means for pasting a predetermined number of URLs to the FAQ page.

  Further, the content table stores title data and content text data separately as content data, and the similarity calculation means weights each of the similarity between the title data and the content text data. By adding the numbers and calculating the similarity, a more relevant page can be displayed.

  In addition, the crawler can prevent a home page that the administrator does not want to display by not storing the home page with a flag that is not displayed as a related page in the content table.

  In addition, the similarity calculation means can be configured not to display a homepage that the administrator does not want to display by not calculating the similarity for content data with a flag that is not displayed as a related page.

  Further, the present invention is a program for causing the help desk system to function.

  According to the present invention, it is possible to provide a help desk system that displays a related page with high reliability without relying on human hands.

It is a figure explaining the structure of the help desk system by one Example of this invention. It is a figure explaining the content of a content table. It is a figure which shows the example of the FAQ page screen by this invention.

  DESCRIPTION OF EMBODIMENTS Hereinafter, embodiments for carrying out the present invention will be described in detail with reference to the accompanying drawings.

  FIG. 1 is a diagram for explaining the configuration of a help desk system according to an embodiment of the present invention. The help desk system of the present embodiment includes a company site 11, a crawler 12, a content table 13, a FAQ database 14, a similarity calculation unit 15, and a pasting unit 16. The crawler 12 is a program that periodically acquires the titles and text data of each homepage in the company site 11 and automatically creates a database.

  FIG. 2 is a diagram for explaining the contents of the content table. In the content table 13 created by the crawler 12, the title 21, URL 22, and text data 23 of each home page in the company site 11 are stored in association with each other.

  Returning to FIG. 1, the similarity calculation means 15 calculates the similarity between each content data stored in the content table 13 and each FAQ page stored in the FAQ database 14. Specifically, for example, the title data 21 and text data 23, which are content data, are decomposed into words, the FAQ page is also decomposed into words, and the ratio of matching words between the word groups is calculated. Since the title 21 expresses its contents more directly, it is desirable to give a large weight to the similarity with the title 21 to obtain the calculation result. The pasting means 16 displays, as related pages, the titles of, for example, the five homepages having high similarity to the FAQ page calculated by the similarity calculating means 15 on each FAQ page, and links the URLs to be pasted. . The timing at which the similarity is calculated and pasted may be performed immediately before the URL is displayed, may be performed at a predetermined cycle, for example, at a predetermined time every day, or may be determined arbitrarily by the administrator. For example, it may be performed when the homepage is updated.

  FIG. 3 is a diagram showing an example of a FAQ page screen according to the present invention. In the FAQ page, the title 33 of the related page is displayed together with the question 31 and the answer 32, the URL of which is linked. Here, an example is shown in which titles 33 of the top five homepages with high similarity to the FAQ page are displayed as related pages. The user who has referred to the FAQ page can jump to the related page by clicking the title as necessary, and immediately refer to the related page. This FAQ page screen is not different from the conventional one.

  If a related page is simply displayed mechanically according to the degree of similarity, a homepage that the administrator does not want to display (for example, a homepage that explains the procedure for a member to withdraw from membership) may be frequently displayed. It is good to be able to specify not to be displayed as a related page. Specifically, each home page may be flagged to determine whether or not to display it as a related page, and a home page with a flag not to be displayed as a related page may not be stored in the content table 13 or content. A homepage with a flag that is stored in the table 13 together with a flag and is not displayed as a related page may not be calculated.

In addition, this invention is not limited to the said Example.
In the above embodiment, the title 21 and the text data 23 are stored separately in the content table 13, but may be stored together as content without being distinguished. In this case, the similarity with the title 21 cannot be given a large weight to obtain the similarity calculation result.

  The help desk system of the present invention is also realized by a program for causing this system to function. This program is stored in a computer-readable recording medium such as a CD-ROM.

  The recording medium on which the program for executing the system operation is recorded may be a memory in the system itself, or can be read by being inserted into a program reading device such as a CD-ROM drive as an external storage device. It may be a CD-ROM or the like. The recording medium may be a magnetic tape, a cassette tape, a flexible disk, a hard disk, an MO / MD / DVD, or a semiconductor memory.

11 corporate site 12 crawler 13 content table 14 FAQ database 15 similarity calculation means 16 pasting means 21 title 22 URL
23 Text data 31 Questions 32 Answers 33 Title

Claims (5)

A content table for storing the URL of each home page in the company site and its content data in association with each other;
A crawler that searches each home page in the company site and creates the content table;
Similarity calculation means for calculating the similarity between each content data of the content table and the contents of each FAQ page in the company site;
A help desk system comprising: pasting means for pasting a predetermined number of URLs associated with content data having a high similarity calculated by the similarity calculating means to the FAQ page.   The content table distinguishes and stores title data and content text data as content data, and the similarity calculation means assigns weights to the similarity between the title data and the content text data. The help desk system according to claim 1, wherein the similarity is calculated by adding together.   3. The help desk system according to claim 1, wherein the crawler does not store a homepage with a flag that is not displayed as a related page in the content table.   The help desk system according to claim 1 or 2, wherein the similarity calculation means does not calculate the similarity for content data with a flag that is not displayed as a related page. A program for causing a computer to function as the help desk system according to claim 1.

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