JP6714268B1 - Question sentence output method, computer program, and information processing apparatus - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a question sentence output method, a computer program, and an information processing device for supporting the registration work of a question sentence and an answer sentence. An information processing apparatus according to the present embodiment acquires an input question text, calculates the degree of similarity between the acquired input question text and a plurality of registered question texts, and calculates the calculated similarity. The maximum value is compared with the first threshold value, and the input question text having the maximum similarity value less than the first threshold value is output as the question text to be registered. Further, the information processing device calculates the degree of similarity between each of the plurality of question sentences, compares the calculated degree of similarity with a second threshold value, and groups the plurality of question sentences whose similarity degree exceeds the second threshold value. You may output. The information processing device may also accept input of the first threshold value or the second threshold value. [Selection diagram] Figure 1

Description

The present invention relates to a question sentence output method, a computer program, and an information processing device that support registration of question sentences and answer sentences.

2. Description of the Related Art Conventionally, a so-called FAQ (Frequently Asked Questions) system, which is an information processing system that outputs a registered question text similar to the input question text in response to a user's input of the question text, has been widely used. In the FAQ system, a set of question texts and answer texts created in advance by the system administrator or the like is registered in the database, and registered question texts similar to the question texts input by the user are searched from the database and searched. The user is presented with one or more registered question texts and corresponding answer texts.

In patent document 1, the response corresponding to the inquiry from the user is extracted from the database and transmitted, the follow inquiry regarding the effect of the response is transmitted to the user, and the database is updated based on the response corresponding to the follow inquiry. The inquiry correspondence system to ask is described.

JP, 2019-114125, A

In the FAQ system, it is necessary to register question texts and answer texts in a database in advance. However, it is difficult to know what kind of question text and answer text should be registered to improve the user's convenience, and it is difficult for the administrator to create the question text and answer text. Met. The inquiry handling system described in Patent Document 1 has the same problem.

The present invention has been made in view of such circumstances, and an object thereof is to provide a question sentence output method, a computer program, and an information processing device that support the registration work of question sentences and answer sentences. It is in.

A question sentence output method according to one embodiment is a question sentence output method in which an information processing device having a processing unit that performs arithmetic processing outputs a question sentence that should be registered in a database, wherein the processing unit includes an operation unit. The question sentence input by the user is acquired through the processing unit , the processing unit calculates the degree of similarity between the acquired input question sentence and a plurality of registered question sentences, and the processing unit calculates the maximum degree of similarity. the comparator compares the value with the first threshold value, the processing unit performs a process maximum degree of similarity is the input question less than the first threshold value, and outputs to the display unit as a question to be registered.

According to one embodiment, it can be expected that the administrator or the like can assist the registration work of the question text and the answer text.

It is a schematic diagram which shows the structure of the FAQ system which concerns on this Embodiment. It is a block diagram which shows the structure of the server apparatus which concerns on this Embodiment. It is a schematic diagram which shows one structural example of a FAQ database. It is a schematic diagram for explaining the similarity calculation process using a general-purpose language expression model. It is a schematic diagram which shows one structural example of an input question sentence storage part. It is a block diagram which shows the structure of the administrator terminal device which concerns on this Embodiment. It is a block diagram which shows the structure of the user terminal device which concerns on this Embodiment. It is a schematic diagram which shows an example of the FAQ screen which a user terminal device displays in the FAQ system which concerns on this Embodiment. It is a schematic diagram which shows an example of the FAQ screen which a user terminal device displays in the FAQ system which concerns on this Embodiment. 7 is a flowchart showing an example of a procedure of a question answering process performed by the server device according to the present embodiment. It is a schematic diagram which shows an example of a candidate question sentence display screen. It is a schematic diagram for demonstrating the maximum similarity of an input question sentence. It is a schematic diagram for demonstrating grouping of candidate question texts. It is a schematic diagram for demonstrating grouping of candidate question texts. It is a schematic diagram which shows an example of the new registration screen of a question sentence and an answer sentence. 6 is a flowchart showing an example of a procedure of registration processing performed by the server device according to the present embodiment. It is a schematic diagram for demonstrating the input reception of the candidate threshold value by the server apparatus which concerns on a modification.

A specific example of the FAQ system according to the embodiment of the present invention will be described below with reference to the drawings. It should be noted that the present invention is not limited to these exemplifications, and is shown by the scope of the claims, and is intended to include meanings equivalent to the scope of the claims and all modifications within the scope.

<System configuration>
FIG. 1 is a schematic diagram showing the configuration of the FAQ system according to the present embodiment. The FAQ system according to the present embodiment is a system in which the server device 1 outputs an answer sentence in response to an input of a question sentence from a user. In the FAQ system according to the present embodiment, a question database that is supposed to be input by the user and an answer sentence corresponding to the question sentence are stored in association with each other in a FAQ database (abbreviated as FAQDB in the figure). 2) is provided in the server device 1.

The server device 1 can communicate with a user terminal device 4 used by a user via a network such as the Internet or an in-house LAN (Local Area Network). As the user terminal device 4, for example, various information processing devices such as a personal computer, a smartphone or a tablet type terminal device can be adopted. The user terminal device 4 receives the input of the question text from the user, and transmits the received input question text to the server device 1. The server device 1 receives the input question text from the user terminal device 4, and searches the FAQ database 2 for one or a plurality of registered question texts that match or are similar to the received input question text. The server device 1 acquires the registered question text corresponding to the search and the answer text corresponding to the registered question text, and transmits the acquired question text to the user terminal device 4. The user terminal device 4 receives the registered question sentence and answer sentence from the server device 1, and registers the received registered question sentence and answer sentence with a registered question sentence and its answer sentence similar to the question sentence input by the user. Display as.

The server device 1 can communicate with the administrator terminal device 3 used by the administrator of the present system via the Internet or a network such as an in-house LAN. As the administrator terminal device 3, various information processing devices such as a personal computer, a smartphone, or a tablet type terminal device can be adopted. In this embodiment, the administrator terminal device 3 is used by the administrator for the work of registering the question sentence and the answer sentence in the FAQ database 2. The administrator terminal device 3 accepts input of a question sentence and an answer sentence to be newly registered, and transmits the accepted question sentence and answer sentence to the server device 1. The server device 1 registers the question sentence and the answer sentence received from the administrator terminal device 3 in the FAQ database 2.

Further, the server device 1 according to the present embodiment has a function of presenting to the administrator candidate question texts that are candidates for new registration, in order to assist the administrator in registering question texts and answer texts. .. The server device 1 extracts an input question sentence that is not similar to the registered question sentence registered in the FAQ database 2 from the input question sentences received from the user terminal device 4, and uses the extracted input question sentence as a candidate question sentence. It is transmitted to the administrator terminal device 3. The administrator terminal device 3 displays the candidate question text received from the server device 1 as a new question text candidate. Thereby, the administrator creates an answer sentence corresponding to the candidate question sentence displayed as a candidate, and registers the question sentence and the answer sentence in the FAQ database 2 to thereby obtain the question sentence not registered in the FAQ database 2. You can register the answer sentence.

FIG. 2 is a block diagram showing the configuration of the server device 1 according to the present embodiment. The server device 1 according to this embodiment includes a processing unit 11, a storage unit (storage) 12, a communication unit (transceiver) 13, and the like. In the present embodiment, the description will be made assuming that the processing is performed by one server device 1, but the processing may be performed by a plurality of server devices 1 in a distributed manner.

The processing unit 11 is configured using an arithmetic processing unit such as a CPU (Central Processing Unit) or an MPU (Micro-Processing Unit), a ROM (Read Only Memory), and a RAM (Random Access Memory). The processing unit 11 reads out and executes the server program 12a stored in the storage unit 12 to perform various processes such as a process of answering a user's question and a process of registering a question sentence and an answer sentence in the FAQ database 2. Perform processing.

The storage unit 12 is configured by using a large-capacity storage device such as a hard disk. The storage unit 12 stores various programs executed by the processing unit 11 and various data necessary for the processing of the processing unit 11. In the present embodiment, the storage unit 12 stores a server program 12a executed by the processing unit 11 and a general-purpose language expression model 100 learned in advance. In addition, the storage unit 12 is provided with an input question sentence storage unit 12b that stores a history of question sentences received from the user and the above-described FAQ database 2 that stores question sentences and answer sentences in association with each other. ..

In the present embodiment, the server program 12a is provided in a form recorded on a recording medium 99 such as a memory card or an optical disk, and the server device 1 reads the server program 12a from the recording medium 99 and stores it in the storage unit 12. However, the server program 12a may be written in the storage unit 12 at the manufacturing stage of the server device 1, for example. Further, for example, the server program 12a may be acquired by the server device 1 through communication, which is distributed by another remote server device or the like. For example, the server program 12 a may be recorded in the recording medium 99 by a writing device and written in the storage unit 12 of the server device 1. The server program 12a may be provided in the form of distribution via a network, or may be provided in the form recorded on the recording medium 99.

FIG. 3 is a schematic diagram showing a configuration example of the FAQ database 2. The FAQ database 2 according to the present embodiment is a database in which information such as “FAQ ID”, “question sentence”, “answer sentence”, and “vector information of question sentence” is associated. The “FAQ ID” is identification information attached to a set of registered question text and answer text. The "FAQID" is represented by a combination of characters and numbers, and in the illustrated example, FAQIDs such as "FAQ001" and "FAQ002" are registered. The “question sentence” is a sentence of the question registered by the administrator, and is a sentence of the question that the user is expected to input. In this figure, the "question sentence" is abbreviated as "Q1", "Q2", etc., but in reality, sentences such as Japanese or English are registered. The “answer text” is the text of the answer registered by the administrator, and is the answer of the corresponding registered question text. In this figure, the "answer sentence" is abbreviated as "A1", "A2", etc., but in reality, sentences such as Japanese or English are registered. The “vector information of question text” is information obtained by vectorizing the text of the registered “question text” using the general-purpose language expression model 100.

Further, in the FAQ system according to the present embodiment, a plurality of “question sentences” can be registered in association with one “FAQ ID” and “answer sentence”. In the illustrated example, "Q3-1", "Q3-2", and "Q3-3" are used as the "question sentence" corresponding to the combination of "FAQID"="FAQ003" and "answer sentence"="A3". Are registered. In the present embodiment, one "answer sentence" is registered corresponding to one "FAQ ID", but the present invention is not limited to this, and a plurality of "answer sentences" may be registered corresponding to one "FAQ ID". The configuration may be such that the “answer text” can be registered.

FIG. 4 is a schematic diagram for explaining the similarity calculation process using the general-purpose language expression model 100. The general-purpose language expression model 100 included in the server device 1 according to the present embodiment is a machine learning model that receives an input of a sentence in a language such as Japanese or English and outputs vector information corresponding to the input sentence. In the present embodiment, as the general-purpose language expression model 100, a model such as Universal Sentence Encoder or BERT (Bidirectional Encoder Representations from Transformers) can be adopted. Universal Sentence Encoder is an encoder obtained by learning models such as Attention and Transformer with learning data in multiple languages.For example, even in different languages such as English and Japanese, even if the input sentences have the same content, Outputs a vector of close values. Since the general-purpose language expression model 100 such as Universal Sentence Encoder and BERT is an existing technology, detailed description will be omitted. The general-purpose language expression model 100 is not limited to the Universal Sentence Encoder, BERT, or the like, but may be an encoder such as an RNN (Recurrent Neural Network) and an LSTM (Long Short-Term Memory).

In the present embodiment, the server device 1 calculates the degree of similarity between two question sentences by using the general-purpose language expression model 100. As described above, vector information of the registered question sentence registered in the FAQ database 2 is calculated using the general-purpose language expression model 100, and this vector information is registered in the FAQ database 2 in association with the registered question sentence. .. The server device 1 similarly uses the general-purpose language expression model 100 to calculate vector information for an input question sentence input by the user. The server device 1 performs a predetermined vector operation on the calculated vector information of the input question text and the vector information of the registered question text registered in the FAQ database 2 to obtain the input question text and the registered question text. To calculate the similarity. As the predetermined vector calculation, for example, a calculation for calculating a distance between two pieces of vector information, a calculation for calculating an inner product of two pieces of vector information, or the like can be adopted. In the present embodiment, the server device 1 outputs the degree of similarity as a decimal value from 0 to 1, and the larger the value, the more similar the two question sentences are. That is, the degree of similarity=1 indicates that the two question sentences completely match. Note that the smaller the similarity value, the more similar the two question sentences may be. In this case, the description of the magnitude relationship regarding the similarity may be reversed in this specification.

Although illustration is omitted, the server device 1 according to the present embodiment performs a process of calculating the degree of similarity between two input question sentences input by the user. In this case, the server device 1 uses the general-purpose language expression model 100 to store vector information corresponding to the first input question sentence input by the user and second vector information corresponding to the second input question sentence. Calculate each. The server device 1 can calculate the similarity between the two input question sentences by similarly performing a predetermined vector operation on the calculated two pieces of vector information.

The general-purpose language expression model 100 stored in the storage unit 12 of the server device 1 is a learned model that has undergone learning processing in advance. The learning process is a process of setting appropriate values for the coefficient and threshold value of each neuron forming the neural network using a large number of learning data given in advance. The general-purpose language expression model 100 according to the present embodiment is learned by inputting a large amount of data such as a large amount of pre-created question sentences and the like, and is learned by a so-called unsupervised learning method. However, the learning process of the general-purpose language expression model 100 may be performed by a method such as supervised learning using teacher data, or reinforcement learning. The data such as the question sentence used in the learning process may be created by the designer of the present system or the like, or by a device such as the server device 1. Data created in advance is used in at least the first learning process. For example, the data such as a question sentence can be created based on the information of the question sentence input by the user in the conventional FAQ system, or the information obtained by the proof experiment performed in the present system or a similar system. In the second and subsequent learning processes (re-learning process), learning data may be generated based on the information collected and accumulated by the server device 1.

FIG. 5 is a schematic diagram showing a configuration example of the input question sentence storage unit 12b. The input question sentence storage unit 12b according to the present embodiment stores information such as “date and time information”, “input question sentence”, and “maximum similarity” in association with each other. The “date and time information” is information on the date and time when the user terminal device 4 accepts the input of the question sentence or the date and time when the server device 1 receives the input question sentence transmitted from the user terminal device 4. The “input question text” is the text of the question input by the user. In the figure, the “input question text” is abbreviated as “q1”, “q2”, etc., but in reality, sentences such as Japanese or English are stored. The “maximum similarity” is calculated by calculating the similarity between the input question text and each registered question text stored in the FAQ database 2 using the general-purpose language expression model 100, and calculating the similarity between the calculated plurality of similarities. The maximum value is stored. In the present embodiment, only the maximum similarity is stored in the input question sentence storage unit 12b, but the present invention is not limited to this, and all the similarities between the input question sentence and the registered question sentence are stored. May be done. Further, the input question sentence storage unit 12b may store vector information calculated for the input question sentence, which can speed up the calculation of the degree of similarity.

The communication unit 13 communicates with various devices via a network N including an in-house LAN, a wireless LAN and the Internet. In the present embodiment, the communication unit 13 communicates with the administrator terminal device 3 and the user terminal device 4 via the network N. The communication unit 13 sends the data given from the processing unit 11 to another device and gives the data received from the other device to the processing unit 11.

The storage unit 12 may be an external storage device connected to the server device 1. Further, the server device 1 may be a multi-computer including a plurality of computers, or may be a virtual machine virtually constructed by software. The server device 1 is not limited to the above configuration, and may include, for example, a reading unit that reads information stored in a portable storage medium, an input unit that receives an operation input, or a display unit that displays an image. ..

Further, in the processing unit 11 of the server device 1 according to the present embodiment, the processing unit 11 reads out and executes the server program 12a stored in the storage unit 12, whereby the input question sentence acquisition unit 11a and the question sentence similarity degree. The calculation unit 11b, the threshold comparison unit 11c, the candidate question sentence output unit 11d, the threshold input acceptance unit 11e, the learning processing unit 11f, the answer processing unit 11g, and the like are realized as software functional units. Note that these functional units are functional units related to processing such as input/output of question sentences and answer sentences, and illustration and description of the other functional units are omitted.

The input question sentence acquisition unit 11a performs a process of acquiring the input question sentence input by the user on the user terminal device 4. The input question sentence acquisition unit 11 a obtains the input question sentence transmitted from the user terminal device 4 by receiving the communication unit 13 and stores the obtained input question sentence in the input question sentence storage unit 12 b of the storage unit 12. To do. At this time, the input question sentence acquisition unit 11a stores, together with the input question sentence, date and time information when the input question sentence was input and the maximum similarity in association with the input question sentence storage unit 12b. The maximum similarity is the maximum value of the similarities calculated by the question sentence similarity calculation unit 11b.

The question sentence similarity calculation unit 11b uses the general-purpose language expression model 100 to calculate the similarity between the input question sentence acquired by the input question sentence acquisition unit 11a and the plurality of registered question sentences stored in the FAQ database 2. Are calculated respectively. The question sentence similarity calculation unit 11b calculates one of the vector information of the registered question sentence acquired from the FAQ database 2 and the vector information calculated by the general-purpose language expression model 100 from the input question sentence acquired by the input question sentence acquisition unit 11a. By performing a predetermined vector operation on and, the degree of similarity between the two question sentences is calculated. Further, the question sentence similarity calculation unit 11b calculates the similarity between the registered question sentence stored in the FAQ database 2 and the input question sentence, and obtains the maximum value from all the calculated similarities. , The maximum value is the maximum similarity. The input question sentence acquisition unit 11a stores the maximum similarity calculated by the question sentence similarity calculation unit 11b in the input question sentence storage unit 12b.

The threshold comparison unit 11c performs a process of comparing the similarity calculated by the question sentence similarity calculation unit 11b with a preset threshold. In the present embodiment, three thresholds, which are a candidate threshold (first threshold), a group threshold (second threshold), and a display threshold (third threshold), are set as the thresholds used by the threshold comparison unit 11c for comparison. These three threshold values are stored in the storage unit 12, for example. The candidate threshold value is a threshold value for determining whether or not the input question sentence is a candidate for a question sentence to be newly registered. For example, the input question sentence whose maximum similarity is less than the candidate threshold value is set as the candidate question sentence to be newly registered. The group threshold is a threshold for grouping similar input question sentences. For example, when the similarity calculated for two input question sentences exceeds the group threshold, these two input question sentences are treated as one group. The display threshold value is a threshold value for outputting (displaying) the registered question text and the answer text similar to the input question text input by the user. For example, the registered question text of the FAQ database 2 and the answer text corresponding to the similarity with the input question text exceeding the display threshold are transmitted from the server device 1 to the user terminal device 4.

The candidate question text output unit 11d performs a process of outputting candidate question texts to be newly registered to the administrator terminal device 3 as candidate question texts. The candidate question sentence output unit 11d outputs (displays) the candidate question sentence to the display unit or the like of the administrator terminal device 3 by transmitting the information regarding the candidate question sentence to the administrator terminal device 3 through the communication unit 13. The candidate question sentence output unit 11d extracts, from the input question sentences stored in the input question sentence storage unit 12b, an input question sentence whose maximum similarity is less than the candidate threshold value, and sets the extracted input question sentence as a candidate question sentence. To do. Further, the candidate question sentence output unit 11d collectively outputs, for a plurality of candidate question sentences, the ones in which the similarity between the candidate question sentences exceeds the group threshold value as one group.

The threshold value input receiving unit 11e performs a process of receiving inputs from the administrator regarding the three threshold values used by the threshold value comparing unit 11c for comparison. The administrator terminal device 3 receives the threshold value input from the administrator and transmits it to the server device 1, and the threshold value input receiving unit 11e of the server device 1 receives the threshold value transmitted from the administrator terminal device 3 at the communication unit 13. Then, the threshold value is input from the administrator by storing it in the storage unit 12. When the threshold value input receiving unit 11e receives the input of the threshold value, the threshold value used by the threshold value comparing unit 11c for comparison is updated.

The learning processing unit 11f performs a process of learning the general language expression model 100. The learning processing unit 11f performs deep learning of the general-purpose language expression model 100 using learning data composed of, for example, a question sentence and sentences similar to the question sentence. As the learning data, data created in advance by an administrator or the like is used at least in the first learning process. In the second and subsequent learning processes (re-learning process), the server device 1 may use the input question sentence stored and accumulated in the input question sentence storage unit 12b as learning data. The server device 1 may perform the re-learning process of the general-purpose language expression model 100 at a cycle of, for example, one week or one month.

The answer processing unit 11g performs a process of giving an answer corresponding to the question from the user. The answer processing unit 11g determines the similarity between the input question text acquired by the input question text acquisition unit 11a from the user terminal device 4 and the plurality of registered question texts stored in the FAQ database 2 to the question text similarity calculation unit 11b. The threshold comparison unit 11c compares the calculated similarity and the display threshold stored in the storage unit 12. The answer processing unit 11g acquires a registered question text whose similarity exceeds a display threshold value and an answer text corresponding to the registered question text from the FAQ database 2, and uses the acquired set of one or more registered question texts and answer texts to the user. The registered question text and answer text similar to the input question text are transmitted to the user terminal device 4. The user terminal device 4 receives one or a plurality of registered question sentences and answer sentences from the server device 1 and displays them on the display unit.

FIG. 6 is a block diagram showing the configuration of the administrator terminal device 3 according to this embodiment. The administrator terminal device 3 according to this embodiment is configured to include a processing unit 31, a storage unit (storage) 32, a communication unit (transceiver) 33, a display unit (display) 34, an operation unit 35, and the like. The administrator terminal device 3 may be configured using an information processing device such as a general-purpose personal computer or a tablet terminal device.

The processing unit 31 is configured by using an arithmetic processing device such as a CPU or MPU, a ROM, a RAM, and the like. The processing unit 31 reads and executes the program 32a stored in the storage unit 32 to display a candidate question sentence for registration by the server device 1, a process of accepting an input of a threshold, and a new question sentence and Various processes such as a process for accepting registration of an answer sentence are performed.

The storage unit 32 is configured by using a magnetic storage device such as a hard disk or a non-volatile memory element such as a flash memory. The storage unit 32 stores various programs executed by the processing unit 31 and various data necessary for the processing of the processing unit 31. In the present embodiment, the storage unit 32 stores the program 32a executed by the processing unit 31. In the present embodiment, the program 32a is distributed by a remote server device or the like, and the administrator terminal device 3 acquires this by communication and stores it in the storage unit 32. However, the program 32a may be written in the storage unit 32 at the manufacturing stage of the administrator terminal device 3, for example. For example, as the program 32a, the administrator terminal device 3 may read the program 32a recorded in a recording medium such as a memory card or an optical disk and store it in the storage unit 32. For example, the program 32a may be recorded in a recording medium by a writing device and written in the storage unit 32 of the administrator terminal device 3. The program 32a may be provided in the form of distribution via a network, or may be provided in the form of being recorded in a recording medium.

The communication unit 33 communicates with various devices via a network N including an in-house LAN, a wireless LAN and the Internet. In the present embodiment, the communication unit 33 communicates with the server device 1 via the network N. The communication unit 33 transmits the data given from the processing unit 31 to another device and gives the data received from the other device to the processing unit 31.

The display unit 34 is configured by using a liquid crystal display or the like, and displays various images and characters based on the processing of the processing unit 31.

The operation unit 35 accepts a user operation and notifies the processing unit 31 of the accepted operation. For example, the operation unit 35 accepts a user's operation using a mechanical button or an input device such as a touch panel provided on the surface of the display unit 34. Further, for example, the operation unit 35 may be an input device such as a mouse and a keyboard, and these input devices may be detachable from the administrator terminal device 3.

Further, in the administrator terminal device 3 according to the present embodiment, the processing unit 31 reads and executes the program 32a stored in the storage unit 32, so that the display processing unit 31a, the threshold value input receiving unit 31b, and the registration processing unit 31c. Etc. are realized in the processing unit 31 as software-like functional units. The program 32a may be a program dedicated to the FAQ system according to this embodiment, or may be a general-purpose program such as an internet browser or a web browser.

The display processing unit 31a performs a process of displaying various characters and images on the display unit 34. In the present embodiment, the display processing unit 31a displays information regarding the registration candidate question text transmitted from the server device 1 based on the data from the server device 1 received by the communication unit 33 via the network N. To do.

The threshold value input receiving unit 31b performs a process of receiving input from the administrator with respect to three threshold values, that is, a candidate threshold value, a group threshold value, and a display threshold value. The threshold value input receiving unit 31b receives an operation of the administrator on the operation unit 35, and receives an input of the threshold value based on the operation of the administrator. The threshold value input accepting unit 31b transmits the accepted threshold value to the server device 1 via the network N in the communication unit 33.

The registration processing unit 31c performs processing such as reception and registration of a new question sentence and answer sentence by the administrator. The registration processing unit 31c receives an input of a question sentence and an answer sentence to be newly registered, based on the operation of the administrator on the operation unit 35. The registration processing unit 31c transmits the accepted question text and answer text to the server device 1, and causes the server device 1 to register the question text and answer text in the FAQ database 2b. The server device 1 receives the question sentence and the answer sentence from the administrator terminal device 3, and registers the received question sentence and the answer sentence in the FAQ database 2.

FIG. 7 is a block diagram showing the configuration of the user terminal device 4 according to the present embodiment. The user terminal device 4 according to the present embodiment includes a processing unit 41, a storage unit (storage) 42, a communication unit (transceiver) 43, a display unit (display) 44, an operation unit 45, and the like. The user terminal device 4 may be configured using an information processing device such as a general-purpose personal computer, a smartphone, or a tablet type terminal device.

The processing unit 41 is configured using an arithmetic processing unit such as a CPU or MPU, a ROM, a RAM, and the like. The processing unit 41 reads out and executes the program 42a stored in the storage unit 42 to receive a question input from a user, and outputs a registered question sentence and its answer sentence similar to the input question sentence ( Various processings such as display processing are performed.

The storage unit 42 is configured using, for example, a magnetic storage device such as a hard disk or a non-volatile memory element such as a flash memory. The storage unit 42 stores various programs executed by the processing unit 41 and various data necessary for the processing of the processing unit 41. In the present embodiment, the storage unit 42 stores a program 42a executed by the processing unit 41. In the present embodiment, the program 42a is distributed by a remote server device or the like, and the user terminal device 4 acquires this by communication and stores it in the storage unit 42. However, the program 42a may be written in the storage unit 42 at the manufacturing stage of the user terminal device 4, for example. For example, as the program 42a, the user terminal device 4 may read the program 42a recorded in a recording medium such as a memory card or an optical disk and store it in the storage unit 42. For example, the program 42a may be recorded in a recording medium by a writing device and written in the storage unit 42 of the user terminal device 4. The program 42a may be provided in the form of distribution via a network, or may be provided in the form of being recorded in a recording medium.

The communication unit 43 communicates with various devices via a network N including an in-house LAN, a wireless LAN and the Internet. In the present embodiment, the communication unit 43 communicates with the server device 1 via the network N. The communication unit 43 transmits the data given from the processing unit 41 to another device and gives the data received from the other device to the processing unit 41.

The display unit 44 is configured by using a liquid crystal display or the like, and displays various images and characters based on the processing of the processing unit 41.

The operation unit 45 receives a user's operation and notifies the processing unit 41 of the received operation. For example, the operation unit 45 receives a user's operation with an input device such as a mechanical button or a touch panel provided on the surface of the display unit 44. Further, for example, the operation unit 45 may be an input device such as a mouse and a keyboard, and these input devices may be detachable from the user terminal device 4.

In the user terminal device 4 according to the present embodiment, the processing unit 41 reads out and executes the program 42a stored in the storage unit 42 so that the display processing unit 41a and the question input receiving unit 41b have software functions. It is realized by the processing unit 41 as a unit. The program 42a may be a program dedicated to the FAQ system according to the present embodiment, or may be a general-purpose program such as an internet browser or a web browser.

The display processing unit 41a performs a process of displaying various characters and images on the display unit 44. In the present embodiment, the display processing unit 41a displays a registered question sentence and its answer sentence similar to the input question sentence, based on the data from the server device 1 received by the communication unit 43 via the network N. Perform processing, etc.

The question input acceptance unit 41b performs a process of accepting an input of a question sentence by the user. The question input receiving unit 41b receives a user's operation on the operation unit 45, and receives an input of a question sentence based on the user's operation. The question input acceptance unit 41b transmits the input question text, which has been accepted, to the server device 1 via the network N at the communication unit 43.

<Question answer processing>
8 and 9 are schematic diagrams showing an example of the FAQ screen displayed by the user terminal device 4 in the FAQ system according to the present embodiment. In the FAQ system according to the present embodiment, the user terminal device 4 activates the browser program (program 42a) to access a specific URL (Uniform Resource Locator), and the FAQ screen shown in the browser is displayed. It is displayed and the user can use the FAQ system. On the FAQ screen shown in FIG. 8, an input box 111 for a user to input a question sentence and a search button 112 for searching a registered question sentence similar to the input question sentence are arranged side by side in the horizontal direction. The user can input an arbitrary question sentence in the input box 111 using the operation unit 45 of the user terminal device 4, and after inputting the question sentence, the input question can be obtained by clicking or tapping the search button 112. It is possible to obtain a registered question sentence that is similar to the sentence. In the example shown in the figure, the question sentence “How to pay the expenses?” is entered in the input box 111.

The user terminal device 4 acquires the input question text entered in the input box 111, and the communication unit 43 transmits the input question text to the server device 1 via the network. The server device 1 receives the input question text from the user terminal device 4 and calculates the degree of similarity between the received input question text and the registered question text registered in the FAQ database 2. The server device 1 compares the calculated degree of similarity with the display threshold stored in the storage unit 12, extracts the registered question text whose similarity exceeds the display threshold, and responds to this registered question text. The answer sentence and the FAQ database 2 are acquired. The server device 1 transmits the acquired set of one or more registered question texts and answer texts to the user terminal device 4 that is the transmission source of the question texts. In addition, the server device 1 stores the input question text received from the user terminal device 4 in the input question text storage unit 12b of the storage unit 12 together with the received time and the maximum similarity. The user terminal device 4 receives the set of registered question text and answer text from the server device 1 and displays it on the FAQ screen.

On the FAQ screen shown in FIG. 9, a plurality of answer boxes 113 are vertically arranged below the input box 111 and the search button 112. In each answer box 113, a set of registered question texts and their answer texts acquired from the FAQ database 2 are displayed. Each answer box 111 is divided into two areas on the left and right, the registered question text is displayed in the left area, and the answer text is displayed in the right area. The plurality of sets of registered question texts and answer texts are displayed, for example, based on the similarity calculated by the server device 1 in order from the one including the registered question text having a high similarity to the input question text. In addition, when the number of registered question texts and answer texts displayed on the FAQ screen is large, the number of displayed texts may be limited to a predetermined number. A set of registered question text and answer text is displayed. In order to display these, the server device 1 may add information such as the degree of similarity to the set of registered question text and answer text, and transmit the information to the user terminal device 4. Although the registered question text and answer text are both displayed on the illustrated FAQ screen, the present invention is not limited to this. It is sufficient that at least the searched registered question text is displayed on the FAQ screen, and the answer text for the registered question text is not necessarily displayed. For example, the registered question text may be displayed as a search result on the FAQ screen, and the answer text may be displayed in accordance with the user's selection operation for the displayed registered question text. In this case, the answer sentence may be displayed by using, for example, a dropdown or a dialog box.

FIG. 10 is a flowchart showing an example of the procedure of the question answering process performed by the server device 1 according to the present embodiment. The processing unit 11 of the server device 1 according to the present embodiment transmits the data forming the FAQ screen shown in FIG. 8 to the user terminal device 4 via the communication unit 13, thereby displaying the display unit 44 of the user terminal device 4. The FAQ screen is displayed on the screen (step S1). The processing unit 11 determines whether or not the user has input the question text, depending on whether or not the input question text is transmitted from the user terminal device 4 (step S2). When the question text is not input (S2: NO), the processing unit 11 returns the processing to step S1 and continues to display the FAQ screen.

When the question text is input (S2: YES), the input question text acquisition unit 11a of the processing unit 11 acquires the input question text from the user terminal device 4 and registers it from the FAQ database 2 of the storage unit 12. One piece of vector information of the completed question sentence is acquired (step S3). The question sentence similarity calculation unit 11b of the processing unit 11 is based on the vector information calculated using the general-purpose language expression model 100 for the obtained input question sentence and the vector information of the registered question sentence obtained in step S3. Then, the similarity between the input question text and the registered question text is calculated (step S4). The input question text acquisition unit 11a determines whether or not the degree of similarity with the input question text has been calculated for all registered question texts in the FAQ database 2 (step S5). When the similarity has not been calculated for all registered question texts (S5: NO), the input question text acquisition unit 11a returns the process to step S3, and the vector information of another registered question text from the FAQ database 2. Is acquired and the calculation of the degree of similarity is repeated.

When the similarity to the input question text is calculated for all registered question texts (S5: YES), the input question text acquisition unit 11a acquires the maximum similarity from the calculated plurality of similarities ( Step S6). The input question sentence acquisition unit 11a stores the input question sentence acquired from the user terminal device 4, together with the time information at which the input question sentence was acquired and the maximum similarity obtained in step S6. It is stored in 12b (step S7).

The threshold comparison unit 11c of the processing unit 11 compares the display threshold stored in the storage unit 12 with the similarity calculated in steps S3 to S5, thereby registering the question text with the similarity exceeding the display threshold. And the corresponding answer sentence are obtained from the FAQ database 2 (step S8). The answer processing unit 11g transmits the set of one or more registered question texts and answer texts acquired in step S8 to the user terminal device 4 through the communication unit 13 (step S9), and the user terminal device 4 uses the user. The registered question text similar to the input question text and its answer text are displayed, and the question answer processing is completed.

<Candidate question sentence output process>
The administrator of the FAQ system according to this embodiment can use the administrator terminal device 3 to register a new question sentence and answer sentence in the FAQ database 2 of the server device 1. At this time, the server device 1 is a candidate question to be newly registered, based on the input question text input by the user on the FAQ screen shown in FIG. 9, that is, the input question text stored in the input question text storage unit 12b. A sentence is extracted, and a candidate question sentence display screen showing one or a plurality of extracted candidate question sentences is displayed on the display unit 34 of the administrator terminal device 3.

FIG. 11 is a schematic diagram showing an example of the candidate question sentence display screen. In the upper part of the illustrated candidate question sentence display screen, a condition setting unit 120 for the administrator to set conditions for extracting candidate question sentences, and a candidate question sentence display unit for displaying one or more candidate question sentences. And 130 are provided. The condition setting unit 120 is provided with a time filter 121, a candidate threshold value setting unit 122, a group threshold value setting unit 123, and a display threshold value setting unit 124, and an update button 125.

The time filter 121 is for setting the period for which the candidate question text is extracted from the input question text stored in the input question text storage unit 12b of the server device 1. In the illustrated example, four target periods, "1 day", "1 week", "1 month" and "setting" can be selected, and the time of 1 week is selected. The server device 1 sets the input question text input within the time set by the time filter 121 before the present time as the candidate question text. The “setting” of the time filter 121 is for the administrator to set an arbitrary period by designating, for example, the date and time. When “Setting” is selected, the server device 1 displays a screen (not shown) for accepting further detailed time designation input on the display unit 34 of the administrator terminal device 3 to input the time designation input. Accept.

The candidate threshold value setting unit 122 is for setting a candidate threshold value serving as a criterion for determining whether or not the input question sentence is a candidate question sentence. In the illustrated example, the candidate threshold value setting unit 122 is provided with a slide bar that accepts an operation to increase or decrease the candidate threshold value and an input box that accepts a direct input of the candidate threshold value. The value is set. The candidate threshold value is set in the candidate threshold value setting unit 122 with the value of the display threshold value as an initial value. The slide bar can increase/decrease the candidate threshold value by performing a left/right slide operation. By moving it to the leftmost position, the candidate threshold value is set to 0, and by moving it to the rightmost position, the candidate threshold value is set. Can be set to 1. The slide bar and the input box are interlocked with each other. By operating the slide bar, the numerical value in the input box increases or decreases, and by inputting the numerical value in the input box, the position of the slide bar changes.

The group threshold setting unit 123 is for setting a group threshold serving as a criterion for grouping candidate question sentences. In the illustrated example, the group threshold setting unit 123 is provided with a slide bar that accepts an operation to increase or decrease the group threshold and an input box that accepts a direct input of the group threshold. The value is set. The operations of the slide bar and the input box are the same as those of the candidate threshold value setting unit 122.

The display threshold setting unit 124, when outputting the registered question text and its answer text similar to the user's input question text on the user terminal device 4, displays as a criterion for extracting the registered question text and answer text. It is for setting a threshold value. In the illustrated example, the display threshold setting unit 124 is provided with a slide bar that accepts an operation to increase or decrease the display threshold and an input box that accepts a direct input of the display threshold. The value is set. The operations of the slide bar and the input box are the same as those of the candidate threshold value setting unit 122. Note that the display threshold may be set on a screen other than the candidate question text display screen because it is not directly related to the display of the candidate question text.

The administrator who has appropriately set the time filter 121, the candidate threshold value setting unit 122, and the group threshold value setting unit 123 displays a candidate question sentence by performing a click operation or a tap operation on the update button 125, Also, it is possible to update the already displayed candidate question text. In the present embodiment, when a setting operation is performed on the temporal filter 121, the candidate threshold setting unit 122, the group threshold setting unit 123, and the display threshold setting unit 124, the administrator terminal device 3 accepts this operation. The display of the condition setting unit 120 on the candidate question text display screen is updated, and at this stage, the server device 1 is not notified of the change of the set value or the like. When the administrator terminal device 3 receives the operation on the update button 125, the administrator terminal device 3 notifies the server device 1 of the value set at that time.

When the server device 1 receives the notification of the set value from the administrator terminal device 3 in response to the operation on the update button 125, one or more of the input question sentence storage unit 12b of the storage unit 12 is received according to the received set value. The input question text of is extracted as a candidate question text. The server device 1 sets the input question text input in the time range set by the time filter 121 as the processing target for extracting the candidate question text. Next, the server device 1 extracts the candidate question sentence from the input question sentence to be processed by comparing the maximum similarity of the input question sentence to be processed with the candidate threshold value set by the candidate threshold value setting unit 122. To do.

FIG. 12 is a schematic diagram for explaining the maximum similarity of input question texts. In this example, when the FAQ database 2 stores three registered question sentences Q1 to Q3, the maximum similarity is calculated for the three input question sentences q1 to q3. The server device 1 calculates the degree of similarity between the input question text q1 and the three registered question texts Q1 to Q3. In this example, the similarity between the input question text q1 and the registered question text Q1 is 0.70, the similarity between the input question text q1 and the registered question text Q2 is 0.21, and the input question text q1 and the registration are registered. The similarity degree of the completed question text Q3 is 0.55. The server device 1 sets 0.70, which is the maximum value among the calculated three similarities, as the maximum similarity of the input question sentence q1. Similarly, the server device 1 sets the maximum similarity of the input question text q2 to 0.85 and sets the maximum similarity of the input question text q3 to 0.83. The server apparatus 1 calculates the maximum degree of similarity when receiving the input question text from the user terminal device 4 and storing the input question text in the input question text storage unit 12b of the storage unit 12.

The server device 1 extracts, from among the input question texts to be processed, those having the maximum similarity less than the candidate threshold as candidate question texts. In the example shown in FIG. 12, the server device 1 extracts the input question sentence q1 as a candidate question sentence if the candidate threshold value is 0.8, and extracts the input question sentences q1, q2, q3 if the candidate threshold value is 0.9. Extract as a candidate question sentence.

Next, the server device 1 performs a process of grouping the extracted candidate question sentences. 13 and 14 are schematic diagrams for explaining grouping of candidate question sentences. In this example, five candidate question sentences (input question sentences) q1 to q5 are extracted. The server device 1 calculates the similarity of each of the extracted candidate question texts. In this example, since there are five candidate question sentences, it is necessary to calculate a combination that selects two from five, that is, ten similarities. The server device 1 calculates the degree of similarity between the candidate question sentence q1 and the candidate question sentences q2 to q4, calculates the degree of similarity between the candidate question sentence q2 and the candidate question sentences q3 to q5, and calculates the candidate question sentence q3. The degree of similarity with the candidate question sentences q4 and q5 is calculated, and the degree of similarity with the candidate question sentence q5 is calculated for the candidate question sentence q4.

After calculating all the similarities between the candidate question texts, the server device 1 compares the group threshold values set by the group threshold value setting unit 123 with the respective similarity degrees to determine the candidate question texts to be grouped. decide. The server device 1 regards two or more candidate question sentences whose similarity exceeds the group threshold as one group. FIG. 13 shows an example of grouping when the group threshold is 0.7. In this example, the similarity of the candidate question sentences q1 and q2 is 0.84, the similarity of the candidate question sentences q1 and q3 is 0.72, and the similarity of the candidate question sentences q2 and q3 is 0.75. Since the number exceeds 7, the server device 1 groups these three candidate question sentences q1 to q3 as a group 1. Further, since the similarity 0.96 of the candidate question texts q4 and q5 exceeds the group threshold value 0.7, the server device 1 groups these two candidate question texts q4 and q5 as a group 2.

FIG. 14 shows an example of grouping when the group threshold is 0.8. In this example, since the similarity 0.84 between the candidate question sentences q1 and q2 exceeds the group threshold value 0.8, the server device 1 groups the candidate question sentences q1 and q2 as a group 1. Since there is no other candidate question text having a similarity exceeding the group threshold of 0.8 in the candidate question text q3, the server device 1 sets this one candidate question text q3 as group 2. Further, since the similarity 0.96 of the candidate question texts q4 and q5 exceeds the group threshold value 0.8, the server device 1 groups these two candidate question texts q4 and q5 as a group 3.

The server device 1 transmits, to the administrator terminal device 3, one or a plurality of candidate question sentences extracted based on the candidate threshold value and a result of grouping these candidate sentence sentences based on the group threshold value. The administrator terminal device 3 groups and displays the candidate question sentences in the candidate question sentence display unit 130 of the candidate question sentence display screen based on the information received from the server device 1. In the example shown in FIG. 11, the candidate question sentences are grouped into two groups and displayed. The administrator terminal device 3 collectively displays candidate question sentences such as “about expense”, “how to spend”, “how to spend”, and “expense” in the rectangular area 131 as a first group. Candidate question sentences such as “about vacation” are collectively displayed in the rectangular area 132 as a second group.

When there are a plurality of groups to be displayed as candidates, the server device 1 or the administrator terminal device 3 determines, for example, that the number of candidate question texts included in the group is large, and that the similarity between candidate question texts is high. A plurality of groups are ranked and displayed with the highest average value or the highest value as the upper rank. Further, when there are a plurality of candidate question texts in the group, the server apparatus 1 or the administrator terminal device 3 determines, for example, that the candidate question text having the largest number of characters is the highest rank, and that the candidate question text has the highest similarity, for example. A plurality of candidate question sentences are ranked and displayed in the group, with "." Note that these ranking conditions are merely examples, and the present invention is not limited to these conditions, and various conditions can be adopted. Further, the configuration may be such that the administrator can set the condition of the display order. Either the server device 1 or the administrator terminal device 3 may determine the display order.

On the candidate question sentence display screen, the administrator selects a candidate question sentence or a group thereof displayed in the candidate question sentence display unit 130 or operates the new registration button 133 to obtain a new question sentence and answer. You can register sentences. Based on these operations, the server device 1 or the administrator terminal device 3 displays a new registration screen for accepting the registration of the question sentence and the answer sentence on the display unit 34 of the administrator terminal device 3. The display process of the new registration screen may be performed by either the server device 1 or the administrator terminal device 3, but in the following description, it is assumed that the server device 1 performs the process. In response to the operation on the candidate question sentence display screen, the server device 1 generates data for displaying the new registration screen and transmits it to the administrator terminal device 3, and the administrator terminal device 3 that received this data newly registers. The screen is displayed on the display unit 34.

FIG. 15 is a schematic diagram showing an example of a new registration screen for question texts and answer texts. The illustrated new registration screen is when the group including the question sentence such as “about expense” is selected on the candidate question sentence display screen shown in FIG. 11. For example, the new registration screen is provided with a candidate question text display unit 141, a question text input field 142, an answer text input field 143, a registration button 144, a cancel button 145, and the like.

The candidate question sentence display unit 141 of the new registration screen displays the candidate question sentence selected on the candidate question sentence display screen. In this example, candidate question texts such as “about expense” of the first group displayed in the area 131 on the candidate question text display screen are displayed. When no candidate question sentence or group is selected on the candidate question sentence display screen and the new registration button 133 is operated, the candidate question sentence is not displayed in the candidate question sentence display unit 141 of the new registration screen. You can Whether or not the server device 1 displays the candidate question sentence in the candidate question sentence display unit 141 depending on whether the candidate question sentence, the group, or the new registration button 133 is operated on the candidate question sentence display screen. The contents of the candidate question sentence to be decided are decided.

The question text input field 142 is a text input box in which the administrator can enter an arbitrary character string using the operation unit 35 of the administrator terminal device 3, and the question text to be registered by the administrator is displayed. It is for inputting sentences. In the present embodiment, server device 1 displays the new registration screen in a state where at least one of the candidate question texts displayed in candidate question text display unit 141 has been entered as a default value in question text input field 142. The question text displayed as the default value in the question text input field 142 can be deleted or modified by a user operation. The question text displayed as the default value is, for example, the candidate question text displayed at the head of the group, but is not limited to this.

The answer text input field 143 is a text input box in which the administrator can enter an arbitrary character string using the operation unit 35 of the administrator terminal device 3, and the question entered in the question text input field 142. It is for inputting the sentence of the answer sentence corresponding to the sentence. In the present embodiment, when the server apparatus 1 displays the candidate question text as the default value in the question text input field 142, the registered question text that is most similar (high in similarity) to this question text is displayed in the FAQ database 2. A search is performed, an answer sentence corresponding to the most similar registered question sentence is acquired, and this answer sentence is displayed in the answer sentence input field 143 as a default value. In this example, the reply sentence “Rebuilding expense settlement is closed in May of the next month.. .” is acquired from the FAQ database 2 and displayed in the reply sentence input field 143. The answer sentence displayed as the default value in the answer sentence input field 143 can be deleted or modified by the user's operation.

The registration button 144 accepts an operation of associating the question text input in the question text input field 142 with the answer text input in the answer text input field 143 and registering them in the FAQ database 2. When the registration button 144 is operated, the administrator terminal device 3 acquires the question text input to the question text input field 142 and the answer text input to the answer text input field 143, and the acquired question text And the response sentence to the server device 1. The server device 1 receives the question sentence and the answer sentence from the administrator terminal device 3, and registers the received question sentence and the answer sentence in the FAQ database 2 in association with each other.

The cancel button 145 accepts an operation of canceling new registration of a question sentence and an answer sentence. When the cancel button 145 is operated, the question text entered in the question text input field 142 and the answer text entered in the answer text entry field 143 are discarded and displayed on the candidate question text display screen from the new registration screen. Returns.

Further, in the present embodiment, when a new question sentence and answer sentence are registered in the FAQ database 2, the server device 1 uses the newly registered question sentence as learning data and stores it in the storage unit 12. Re-learning processing of the general-purpose language expression model 100 is performed.

FIG. 16 is a flowchart showing an example of a procedure of registration processing performed by the server device 1 according to the present embodiment. The candidate question sentence output unit 11d of the processing unit 11 of the server device 1 according to the present embodiment selects one of the input question sentences stored in the input question sentence storage unit 12b whose maximum similarity is less than the candidate threshold value, or A plurality of input question sentences are extracted as candidate question sentences (step S21). At this time, the input question texts are limited to those within the time range set by the time filter 121 on the candidate question text display screen.

Next, the question sentence similarity calculation unit 11b of the processing unit 11 calculates the similarity between the candidate question sentences for the plurality of candidate question sentences extracted in step S21 (step S22). The threshold comparing unit 11c of the processing unit 11 compares the similarity calculated in step S22 with the group threshold to group the plurality of candidate question sentences having a similarity exceeding the group threshold into one group. Perform (step S23).

The candidate question sentence output unit 11d generates a candidate question sentence display screen that displays the candidate question sentences extracted in step S21 and grouped in steps S22 and S23, and communicates the data of the candidate question sentence display screen. The candidate question sentence display screen is displayed on the display unit 34 of the administrator terminal device 3 by transmitting to the administrator terminal device 3 by the unit 13 (step S24). The candidate question statement output unit 11d determines whether or not the update button 125 on the candidate question statement display screen has been operated according to the presence or absence of the operation notification transmitted from the administrator terminal device 3 (step S25). When the update button 125 is operated (S25: YES), the threshold value input receiving unit 11e of the processing unit 11 causes the candidate threshold value set in the candidate threshold value setting unit 122 of the candidate question sentence display screen and the group threshold value setting unit. The group threshold value set to 123 is acquired (step S26), and the process returns to step S21. After that, the candidate question sentence output unit 11d displays the candidate question sentence display screen based on the newly set threshold.

When the update button 125 is not operated (S25: NO), the candidate question sentence output unit 11d is displayed on the candidate question sentence display screen according to the presence or absence of the operation notification transmitted from the administrator terminal device 3. It is determined whether any one of the selected candidates (candidate question sentence or group) is selected, or whether a new registration operation is performed on the new registration button 133 (step S27). When the operation of selecting the candidate and the new registration is not performed (S27: NO), the candidate question sentence output unit 11d returns the process to step S24 and continues the display of the candidate question sentence display screen.

When a candidate is selected or a new registration operation is performed (S27: YES), the processing unit 11 generates data for displaying the new registration screen, and the communication unit 13 uses the data of the new registration screen to the administrator. By transmitting to the terminal device 3, the new registration screen is displayed on the display unit 34 of the administrator terminal device 3 (step S28). At this time, the processing unit 11 determines whether or not to display a sentence in the candidate question sentence display unit 141, the question sentence input field 142, and the answer sentence input field 143 of the new registration screen. Sentences and answer sentences are acquired from the FAQ database 2 or the like.

The processing unit 11 determines whether or not the new registration button 133 on the new registration screen has been operated, depending on whether or not there is a notification of the operation transmitted from the administrator terminal device 3 (step S29). If the new registration button 133 has not been operated (S29: NO), the processing section 11 returns the process to step S28 and continues to display the new registration screen.

When the operation for the new registration button 133 is performed (S29: YES), the processing unit 11 acquires the question text input in the question text input field 142 and the answer text input in the answer text input field 143 of the new registration screen. Yes (step S30). The processing unit 11 associates the acquired question sentence and answer sentence with each other and registers them in the FAQ database 2 (step S31). Further, the learning processing unit 11f of the processing unit 11 performs the re-learning process of the general-purpose language expression model 100 stored in the storage unit 12 using the acquired question sentence (step S32), and ends the process.

<Summary>
The server device 1 of the FAQ system according to the present embodiment having the above configuration acquires the input question text input by the user at the user terminal device 4, and acquires the input question text acquired and a plurality of registered in the FAQ database 2. The degree of similarity with the registered question text is calculated. The server device 1 compares the maximum similarity, which is the maximum value of the calculated similarities, with the set candidate threshold (first threshold), and registers the input question sentence whose maximum similarity is less than the candidate threshold. It is displayed on the display unit 34 of the administrator terminal device 3 as a candidate question text to be displayed. As a result, the administrator of the FAQ system grasps the input question text having the maximum similarity with the registered question text that is less than or equal to the candidate threshold value among the input question texts input by the user, and responds to the input question text and this. Answer text can be newly registered.

Further, in the server device 1 according to the present embodiment, the candidate threshold value setting unit 122 of the candidate question sentence display screen displayed on the display unit 34 of the administrator terminal device 3 receives and accepts the input of the candidate threshold value by the administrator. The candidate question text corresponding to the candidate threshold is output on the candidate question text display screen. Thereby, the administrator can appropriately adjust the candidate threshold and appropriately increase or decrease the number of candidate question sentences output on the candidate question sentence display screen.

Further, the server device 1 according to the present embodiment calculates the degree of similarity between a plurality of candidate question sentences, compares the calculated degree of similarity with a group threshold value (second threshold value), and determines that the similarity degree is the group threshold value. Output multiple grouped question texts in excess. This allows the administrator to easily grasp the existence, number, tendency, etc. of similar candidate question sentences.

Further, in the server device 1 according to the present embodiment, the group threshold value setting unit 123 of the candidate question sentence display screen displayed on the display unit 34 of the administrator terminal device 3 receives and receives the input of the group threshold value by the administrator. A plurality of candidate question sentences are grouped and output according to the group threshold. With this, the administrator can appropriately adjust the group threshold and appropriately adjust the scale of the output group, the number of groups, and the like.

Further, the server device 1 according to the present embodiment stores in the storage unit 12 the general-purpose language expression model 100 that receives the input of the sentence of the question sentence and outputs the vector information of the input sentence. The server device 1 calculates the degree of similarity between the two question sentences based on the two vector information output by the general-purpose language expression model 100 in response to the input of the two question sentences. By using the general-purpose language expression model 100 that has been appropriately learned in advance, the server device 1 can accurately calculate the similarity between question sentences, output candidate question sentences, and group candidate question sentences. Etc. can be performed accurately.

Further, the server device 1 according to the present embodiment accepts the input of the question sentence and the answer sentence to be registered on the new registration screen displayed on the display unit 34 of the administrator terminal device 3, and displays the input question sentence and the answer sentence. Register in the FAQ database 2. Further, the server device 1 re-learns the general-purpose language expression model 100 using the registered question sentence. As a result, the officially registered question sentence is reflected in the general-purpose language expression model 100, and the accuracy of the similarity calculated using the general-purpose language expression model 100 can be increased.

Further, the server device 1 according to the present embodiment calculates the similarity between the input question text acquired from the user at the user terminal device 4 and the registered question text registered in the FAQ database 2, and calculates the calculated similarity. The degree is compared with the display threshold (third threshold). The server device 1 acquires the registered question text and the answer text thereof whose similarity exceeds the display threshold from the FAQ database 2, and uses the registered user question text and the answer text similar to the input question text input by the user as the user terminal. It is output to the display unit 44 of the device 4. As a result, the server device 1 can present the registered question text and the answer text similar to the input question text input by the user to the user. The user can search his/her own question from the registered registered question texts and find the corresponding answer text.

Note that the screen display, the database configuration, the information stored in the database, the processing procedure of the flowchart, and the like shown in the present embodiment are merely examples, and the present invention is not limited to this, and design changes and the like may be appropriately made.

Further, in the FAQ system according to the present embodiment, the server device 1 performs the process of calculating the similarity between question sentences, the process of comparing the similarity with a threshold, the process of outputting a candidate question sentence, and the like. The administrator terminal device 3 may perform these processes. In this case, the administrator terminal device 3 may access the database of the server device 1 by communication via the network N, or may maintain the database itself. Further, in the present embodiment, the question sentence and the answer sentence are input in the text format, but the present invention is not limited to this, and may be performed by voice input.

(Modification)
FIG. 17 is a schematic diagram for explaining input acceptance of a candidate threshold value by the server device 1 according to the modification. The server device 1 according to the modification displays, for example, the candidate threshold value setting screen shown in FIG. 17 on the display unit 34 of the administrator terminal device 3, and receives the input of the candidate threshold value from the administrator. The candidate threshold setting screen shown in the figure displays a graph in which the horizontal axis represents the maximum similarity and the vertical axis represents the number of input question sentences. This graph shows the distribution regarding the maximum similarity for the input question text stored in the input question text storage unit 12b. A bar 151 indicating a candidate threshold value is displayed in the graph, and the administrator operates the mouse cursor 152 on the operation unit 35 of the administrator terminal device 3 to move the bar 151 in the horizontal axis direction to display the candidate threshold value. Can be adjusted. A setting button 153 is provided at the bottom of the candidate threshold setting screen, and the candidate threshold set by a click operation on the setting button 153 or the like is reflected.

The server device 1 according to the modification acquires the input question text within the time set by the time filter 121 from the input question texts stored in the input question text storage unit 12b, and responds to each input question text. The maximum similarity is checked, and the distribution graph shown in FIG. 17 is generated by counting the number of input question sentences for each maximum similarity. The server device 1 transmits the data of the candidate threshold value setting screen including the generated graph to the administrator terminal device 3, and displays the candidate threshold value setting screen on the display unit 34 of the administrator terminal device 3.

When the administrator terminal device 3 receives the operation of moving the bar 151 of the candidate threshold and updates the display, and when the operation of the setting button 153 is received, the administrator terminal device 3 sets the candidate threshold corresponding to the position of the bar 151 to the server at that time. Send to device 1. The server device 1 receives the candidate threshold value from the administrator terminal device 3, accepts the input of the candidate threshold value by the administrator, stores the accepted candidate threshold value, and uses it for subsequent extraction of candidate question sentences.

In addition, although the input of the candidate threshold value has been described in the present modification, the server device 1 may display a similar graph for the group threshold value and the display threshold value and accept the setting.

The embodiments disclosed this time are to be considered as illustrative in all points and not restrictive. The scope of the present invention is shown not by the above meaning but by the scope of the claims, and is intended to include meanings equivalent to the scope of the claims and all modifications within the scope.

DESCRIPTION OF SYMBOLS 1 server device 2 FAQ database 3 administrator terminal device 4 user terminal device 11 processing unit 11a input question sentence acquisition unit 11b question sentence similarity calculation unit 11c threshold value comparing unit 11d candidate question sentence output unit 11e threshold value input receiving unit 11f learning processing unit 11g Answer processing unit 12 Storage unit 12a Server program 12b Input question sentence storage unit 13 Communication unit 31 Processing unit 31a Display processing unit 31b Threshold value input receiving unit 31c Registration processing unit 32 Storage unit 32a Program 33 Communication unit 34 Display unit 35 Operation unit 41 Processing unit 41a Display processing unit 41b Question input receiving unit 42 Storage unit 42a Program 43 Communication unit 44 Display unit 45 Operation unit 99 Recording medium 100 General-purpose language expression model N network

Claims (10)

An information processing apparatus having a processing unit that performs arithmetic processing is a question statement output method for outputting a question statement to be registered in a database,
The processing unit acquires the question text input by the user via the operation unit ,
The processing unit calculates the degree of similarity between each of the acquired input question text and a plurality of registered question texts,
The processing unit compares the calculated maximum value of the similarity with the first threshold value,
The processing unit performs a process of outputting an input question sentence whose maximum similarity is less than the first threshold value to the display unit as a question sentence to be registered,
Question sentence output method. The processing unit receives an input of the first threshold value via the operation unit ,
The processing unit compares the received first threshold value and the maximum value of the similarity,
The processing unit updates the question text to be output according to the comparison result,
The question sentence output method according to claim 1. The processing unit calculates the similarity between each of a plurality of question sentences,
The processing unit compares the calculated similarity and a second threshold,
The processing unit groups and outputs a plurality of question sentences whose similarity exceeds the second threshold value.
The question sentence output method according to claim 1 or 2. The processing unit receives an input of the second threshold value via the operation unit ,
The processing unit compares the received second threshold value with the similarity,
The processing unit updates the grouping of question sentences according to the comparison result,
The question sentence output method according to claim 3. The processing unit uses a learning model that accepts an input of a sentence and outputs vector information corresponding to the input sentence, and based on the vector information output by the learning model in response to the input of a question sentence, the similarity is calculated. calculate,
The question statement output method according to any one of claims 1 to 4. The processing unit receives input of a question sentence and an answer sentence to be registered via the operation unit ,
The processing unit registers the accepted question sentence and answer sentence in a database ,
The processing unit re-learns the learning model using the registered question sentence,
The question sentence output method according to claim 5. The processing unit calculates the degree of similarity between each of the acquired input question text and a plurality of registered question texts,
The processing unit compares the calculated similarity and a third threshold value,
The processing unit acquires a registered question sentence whose similarity exceeds the third threshold value,
The processing unit outputs the acquired registered question text as a registered question text similar to the input question text,
The question sentence output method according to any one of claims 1 to 6. On the computer,
Get the input question text,
Calculate the similarity between the acquired input question text and multiple registered question texts,
The calculated maximum value of the similarity is compared with the first threshold value,
A computer program that causes a process of outputting an input question sentence having a maximum degree of similarity less than the first threshold value as a question sentence to be registered. On the computer,
A plurality of question sentences in which the input question sentence whose maximum similarity to the registered question sentence is less than the first threshold value is the question sentence to be registered and whose similarity between question sentences exceeds the second threshold value Receive information for grouped output from other devices,
Display the question text to be registered based on the received information,
Accepting the settings of the first threshold and the second threshold and transmitting them to the other device;
Information for output of the question text to be registered, which is updated by the other device according to the transmitted setting, is received from the other device,
A computer program that executes a process of updating the display of a question message to be registered based on the received information. An acquisition unit that acquires the entered question text,
A storage unit that stores the registered question text,
An input question text acquired by the acquisition unit, and a calculation unit that calculates the similarity of each of a plurality of registered question texts stored in the storage unit,
A comparison unit that compares the maximum value of the similarity calculated by the calculation unit and a first threshold value;
An information processing apparatus, comprising: an output unit that outputs an input question sentence whose maximum similarity is less than the first threshold value as a question sentence to be registered.

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