JP6790585B2 - Search result display method, search result display device and search result display program - Google Patents

Description

The present invention relates to a search result display method, a search result display device, and a search result display program.

Conventionally, in support business for answering questions from customers such as products, there is a technique in which a search system such as a knowledge system is used by a searcher in the support business and the searcher gives an appropriate answer. As a related prior art, for example, there is a technique for setting the technical level of an answer from the characteristics and frequency of operation commands of a searcher of a search system and displaying manual information according to the technical level. In addition, the difficulty level of a system development project or the like and the proficiency level of each member are set as answer information (materials), and there is a method of searching for materials of the difficulty level according to the proficiency level and providing information to the members. Further, there is a technique of determining the priority of the search result based on the attribute of the user and the attribute of the search term and displaying the search result based on the priority.

Japanese Unexamined Patent Publication No. 10-31651 Japanese Unexamined Patent Publication No. 2006-107278 JP-A-2007-122290

However, according to the prior art, a searcher who uses a search system may not be able to access information (materials) that does not match his or her proficiency level. For example, if a searcher cannot obtain necessary information from information that matches his / her proficiency level, he / she will not be able to answer information that does not match his / her proficiency level. In this case, it is not possible to improve the productivity of problem solving in the support business, and it is not possible to immediately give an appropriate answer to the customer and improve the customer satisfaction.

In one aspect, it is an object of the present invention to provide a search result display method, a search result display device, and a search result display program that facilitate access to support information according to the proficiency level of the searcher.

According to one aspect of the present invention, the search condition and the searcher's identification information are received, and the proficiency level of the searcher is stored in association with the searcher's identification information by referring to the storage unit. Acquires the proficiency level associated with the searcher's identification information, refers to the storage unit that stores the support information, acquires a plurality of support information that satisfies the received search conditions, and determines the difficulty level of the support information. The plurality of support information acquired based on the difficulty level associated with each of the acquired plurality of support information and the acquired proficiency level with reference to the storage unit stored in association with the support information. The search result display method, the search result display device, and the search result display, which determine the display order of the above and display the acquired plurality of support information or the identification information of the plurality of support information on the display unit according to the determined display order. The program is proposed.

According to one aspect of the present invention, it is possible to obtain an effect that the support information according to the proficiency level of the searcher can be easily accessed.

FIG. 1 is an explanatory diagram showing an operation example of the search result display device 101 according to the present embodiment. FIG. 2 is an explanatory diagram showing an example of the search system 200. FIG. 3 is an explanatory diagram showing a hardware configuration example of the search result display device 101. FIG. 4 is a diagram illustrating the level of support work. FIG. 5 is a diagram for explaining the correspondence between the level of support work and the difficulty level of materials. FIG. 6 is a diagram for explaining the order of material display according to the proficiency level of the searcher. FIG. 7 is a chart showing a relationship example of the proficiency level for each item used for calculating the proficiency level. FIG. 8 is a chart showing an example of deviation values used when calculating the proficiency level. FIG. 9 is a chart showing information on the usage history of the searcher used for calculating the proficiency level of the searcher. FIG. 10 is a chart showing information on the incident response history used for calculating the proficiency level of the searcher. FIG. 11 is a chart showing a table of system usage status used for calculating the proficiency level of the searcher. FIG. 12 is a chart showing a table of proficiency levels of support work, which is the result of calculating the proficiency level of the searcher. FIG. 13 is a flowchart showing the processing content of the searcher's proficiency level calculation. FIG. 14 is a chart illustrating an example of setting the difficulty level of the material. FIG. 15 is a chart showing an access history used for calculating the difficulty level of materials. FIG. 16 is a chart showing a table of access aggregation for each material used for calculating the difficulty level of the material. FIG. 17 is a chart showing a table of difficulty levels of materials, which is the result of calculating the difficulty levels of materials. FIG. 18 is a flowchart showing the processing content of calculating the difficulty level of the material. FIG. 19 is a chart showing an example of proficiency and difficulty. FIG. 20 is an explanatory diagram using a score for the difference between the proficiency level and the difficulty level. FIG. 21 is a chart showing an example of score calculation for each searcher. FIG. 22 is a diagram showing an example of a screen for specifying search conditions at the time of search. FIG. 23 is a diagram showing an example of a display screen of search results. FIG. 24 is a flowchart showing the processing contents of the case search.

Hereinafter, embodiments of the disclosed search result display method, search result display device, and search result display program will be described in detail with reference to the drawings.

FIG. 1 is an explanatory diagram showing an operation example of the search result display device 101 according to the present embodiment. In the embodiment, for example, a person in charge of a support business who responds to an inquiry from a customer who has purchased a product and responds to the inquiry will be described as using the search result display device 101. In the following description, the person in charge will be described as a searcher who operates the terminal device 102 and searches using the search result display device 101. The search result display device 101 is a computer for realizing the search result display method described below and executing a search result display program.

FIG. 1A shows the entire search process, and the search result display device 101 reads out the support content corresponding to the search from a storage unit such as a database in the system at the time of searching from the searcher (step S101). Step S102), the search result is obtained (step S103). Then, the search result display device 101 determines the display order according to the proficiency level of the searcher (step S104), and presents the search result to the terminal device 102 of the searcher (step S105).

The searcher, for example, performs support operations in response to inquiries from customers, and is assigned to different departments according to different proficiency levels, for example, receptionist searcher 1, front support searcher 2, and back support searcher 3. Will be done. The degree of work proficiency is lowest for the reception searcher 1 and highest for the back support searcher 3.

When presenting the search results to the searcher (step S105), the search result display device 101 has a display order according to the proficiency level of the searcher, sorts the materials that are the search results, and presents them to the searcher. ..

FIG. 1B is a diagram for explaining processing contents for presenting the search results in a display order according to the proficiency level of the searcher. The process shown in FIG. 1B is a pre-process performed before the searcher performs a search.

The searchers who use the search result display device 101 have different proficiency levels. FIG. 1B shows, for example, an example in which the proficiency level of the searcher x is moderate (corresponding to the searcher 2). Here, the distance between the proficiency level of the searcher and the difficulty level of the material in the vertical direction in the figure is referred to as a score.

At this time, the search result display device 101 acquires the proficiency level corresponding to the identification information of the searcher from a storage unit such as a database of the searcher. In addition, the difficulty levels of a plurality of materials, which are search results, are acquired from a storage unit such as a material database. Then, the search result display device 101 presents the distance in which the proficiency level and the difficulty level of the material are separated in the vertical direction in the figure, that is, the smaller the score, the higher the order.

For example, suppose that there is a material 1 having a high difficulty level, a material 2 having a medium difficulty level, and a material 3 having a low difficulty level. In this case, the search result display device 101 raises the display order of materials that match or are close to the proficiency level of the searcher x. Specifically, when the proficiency level of the searcher x is extended in the horizontal axis direction, the adjacent material 2 has a small score 2 due to the difficulty level of the material, and this material 2 is presented to the searcher with the highest priority. On the other hand, the display order of the materials 1 and 3 having the scores 1 and 3 apart from the proficiency level of the searcher x is lowered and presented.

The above-mentioned proficiency level of the searcher and the difficulty level of the material are different indexes, but by obtaining the standard deviation for each, the proficiency level and the difficulty level can be directly compared, and the details will be described later. , The absolute value of the difference between proficiency and difficulty can be used as a score, and the cost can be easily calculated.

Although the details will be described later, the proficiency level of the searcher can be calculated based on the number of inquiries from customers, that is, the number of incidents handled, the number of searches, and the like. In addition, the difficulty level of the material can be calculated based on the proficiency level of the searcher who used the material.

As described above, the search result display device 101 can present materials having a difficulty level corresponding to the proficiency level to each of the plurality of searchers 1 to 3. At this time, a plurality of materials to be presented as support information to the searcher are presented in a display order according to the proficiency level of the searcher. The content presented to the searcher is not limited to the specific content of the material, for example, the answer corresponding to the inquiry, but may be the identification information of the material, for example, the corresponding page of the manual.

This allows the searcher to be presented with materials of a difficulty level that suits his or her proficiency level. Then, for example, by presenting materials suitable for one's own proficiency level, it becomes possible to promptly give an appropriate answer to the customer. Furthermore, the searcher will be able to lower the display order of materials with a difficulty level that does not match his or her proficiency level. Then, for example, it becomes possible to carry out a wider range of support work than one's own proficiency level.

(Example of functional configuration of search result display device 101)
Next, a system including the search result display device 101 and the searcher's terminal device 102 will be described with reference to FIG.

FIG. 2 is an explanatory diagram showing an example of the search system 200. The search system 200 shown in FIG. 2 includes a search result display device 101, terminal devices 102 of a plurality of searchers in the support center, and an incident response system 203. The search result display device 101, each terminal device 102, and the incident response system 203 are connected by a network.

The plurality of searchers is each of the above-mentioned reception, front support, and back support searchers at multiple levels of support operations. The customer operates a telephone, a terminal device, etc. to make a question or inquiry about the use or failure of the product, and makes an inquiry to the manufacturer's support center via a network or the like.

On the support center side, when an inquiry is made by a customer, the receptionist first responds, and the receptionist operates the terminal device 102 to access the search result display device 101 and provides support information (material information) for responding to the inquiry. ). If the reception cannot answer, the front support responds, and similarly, the front support accesses the search result display device 101 to obtain an answer corresponding to the inquiry. If the front support cannot answer, the back support responds, and similarly, the back support accesses the search result display device 101 to obtain an answer corresponding to the inquiry.

The search result display device 101 is a device for each searcher in the support business to search for past cases necessary for resolving inquiries from customers and materials such as product manuals and documents.

The search result display device 101 has a system configuration called a knowledge system, and the search result display device 101 is connected to the incident response system 203. The search result display device 101 includes a material search server 201 and a database server 202.

An incident refers to a case in which one inquiry (question) received from a customer in support work to resolution is one case.

The material search server 201 searches for materials from the database server 202 based on the material search request when the searcher operates the terminal device 102, and returns the search result to the searcher's terminal device 102.

The search result display device 101 includes a proficiency level determination unit (determination unit) 211, a case search unit (search unit) 212, a matching unit 213, and a display order optimization unit 214. The matching unit 213 and the display order optimization unit 214 function as a determination unit for determining the display order of a plurality of search results.

The proficiency level determination unit 211 refers to the proficiency level for each searcher stored in the searcher information DB 221 of the database server 202 based on information such as the attributes of the searcher, and determines the proficiency level for each searcher.

The case search unit 212 accesses the material DB 222 to be searched stored in the database server 202 corresponding to the search information by the operation input of the searcher, and searches for the information of the answer corresponding to the inquiry.

The matching unit 213 matches the proficiency level of the searcher with the difficulty level of the material when the case search unit 212 searches. At this time, using the information on the proficiency level of the searcher and the difficulty level of the material prepared in advance, the absolute value of the difference in the difficulty level of the material with respect to the proficiency level of the searcher is used as the cost, and the cost of each material as seen from the searcher. Is calculated. At this time, by obtaining both the proficiency level and the difficulty level using the standard deviation, the difference between the proficiency level and the difficulty level, which are different indexes, can be easily obtained.

The display order optimization unit 214 rearranges the display order of the materials so that the materials matching the proficiency level of the searcher are displayed at the top using the cost calculated by the matching unit 213. Then, the material search server 201 has a display order and transmits and outputs a plurality of materials, that is, support information to the terminal device 102 of the searcher.

As a result, the searcher can immediately give an appropriate answer to the inquiry because the most suitable material is displayed at the upper level of the terminal device 102 based on his / her proficiency level at the time of material search. Further, since a plurality of materials are displayed in the terminal device 102 in a display order, even if the inquiry cannot be solved by the answer by the material on the upper side, the answer is made using the material in the next display order. You will be able to select the right materials for the answers you need in order without confusion. That is, when the searcher uses the system, he / she can access support information that does not match his / her proficiency level.

The database server 202 includes a searcher information database (DB) 221 and a material database 222 as a storage unit for storing various data used in the knowledge system. It also includes a proficiency level calculation unit 223 and a difficulty level calculation unit 224.

The searcher information DB 221 contains information of the searcher attribute list 231 information, system usage history (including operation history) 232 information for each searcher, and support business proficiency level 233 information for each searcher. Including.

The usage history 232 for each searcher is, for example, original data for calculating the proficiency level of the support work of the searcher, and the calculated proficiency level is listed as the proficiency level for each searcher as information of the proficiency level 233. Will be converted.

The material DB 222 includes information on the attributes of the material 235 to be searched, information on the access history 236 for each material, and information on the difficulty level 237 for each material.

The access history 236 for each material is, for example, original data for calculating the difficulty level of the material. The calculated difficulty level is listed as the difficulty level for each material as the difficulty level 237.

The incident response system 203 is a system used by a searcher in the support business to respond to an incident, and includes information on the incident response history 241 of the searcher for each incident.

In the embodiment, the proficiency level calculation unit 223 calculates the proficiency level 233 of the searcher. At the time of this calculation, the proficiency level calculation unit 223 calculates the proficiency level 233 based on the incident response history 241 and the history 232 stored in the incident response system 203. Further, the difficulty level calculation unit 224 calculates the difficulty level 237 based on the access history 236.

In the above configuration example, the database server 202 is provided with the functions of the proficiency level calculation unit 223 and the difficulty level calculation unit 224. Not limited to this, the functions of the proficiency level calculation unit 223 and the difficulty level calculation unit 224 are provided in the material search server 201 to calculate the proficiency level and the difficulty level and store them in the databases 221,222 of the database server 202. You can also do it.

Next, a hardware configuration example of the search result display device 101 will be described with reference to FIG.

(Hardware configuration example of search result display device 101)
FIG. 3 is an explanatory diagram showing a hardware configuration example of the search result display device 101. In FIG. 3, the search result display device 101 includes a central processing unit (CPU: Central Processing Unit) 301, a storage device 302, an input / output device 303, and a communication device 304. The central processing unit 301 to the communication device 304 are connected by a bus 305, respectively.

The central processing unit 301 is an arithmetic processing unit that controls the entire search result display device 101. Here, in the present embodiment, the central processing unit 301 may have a plurality of processor cores in order to execute a plurality of processes and threads.

The storage device 302 includes a main storage device 312 and an auxiliary storage device 313. The main storage device 312 is a volatile memory used as a work area of the central processing unit 301. Examples of the volatile memory include DRAM (Dynamic Random Access Memory) and SRAM (Static Random Access Memory). The auxiliary storage device 313 is a storage device that assists the main storage device 312. For example, the auxiliary storage device 313 is an HDD (Hard Disk Drive) or an SSD (Solid State Drive). Further, the search result display device 101 may have a built-in semiconductor memory formed by semiconductor elements, and may read / write data from a USB (Universal Serial Bus) flash drive including a drive device.

The input / output device 303 includes a keyboard 314 and a mouse 315 as input devices, and a display 316 as an output device. The keyboard 314 is a device that has keys for inputting characters, numbers, various instructions, and the like, and inputs data. The mouse 315 is a device that moves the cursor, selects a range, moves a window, changes the size, and the like. The display 316 is a device that displays data such as a cursor, an icon, a toolbox, a document, an image, and functional information. For the display 316, for example, a CRT (Cathode Ray Tube), a TFT (Thin Film Transistor) liquid crystal display, a plasma display, or the like can be adopted.

The communication device 304 is connected to a network such as a LAN (Local Area Network), a WAN (Wide Area Network), or the Internet through a communication line, and is connected to another device via the network. The communication device 304 controls the network and the internal interface, and controls the input / output of data from the external device. For the communication device 304, for example, a modem, a LAN adapter, or the like can be adopted.

When the central processing unit 301 executes the program stored in the storage device 302, each part of the material search server 201 shown in FIG. 2, for example, the proficiency level determination unit 211, the case search unit 212, the matching unit 213, is displayed. It realizes functions such as the forward optimization unit 214.

The hardware configuration shown in FIG. 3 can be similarly applied to the terminal device 102, the database server 202, and the incident response system 203 shown in FIG. By executing the program stored in the storage device 302 by the central processing unit 301, the functions of each part of the database server 202 shown in FIG. 2, for example, the proficiency level calculation unit 223 and the difficulty level calculation unit 224, are realized. To do. Further, the searcher information DB 221 and the material DB 222 in the database server 202 can be configured by using the storage device 302 shown in FIG. The incident response history 241 in the incident response system 203 can also be configured by using the storage device 302 shown in FIG.

(About the level and proficiency level of support work, the difficulty level of materials, the order of material display)
FIG. 4 is a diagram illustrating the level of support work. For example, in the support business, the searchers for each level of the reception A, the front support B, and the back support C access the search result display device 101 and search for materials. The searcher at each level executes the search using the search conditions such as the keywords specified by each.

The searcher at reception A is an operator who responds to inquiries such as telephone calls from customers. Receptionist A forwards the response to inquiries from customers, for example, front support B for each product. The front support B forwards the response to the back support C when a detailed investigation or the like that cannot respond to the inquiry is required. Each searcher has different criteria for what kind of materials are useful.

Therefore, the search result display device 101 preferentially displays the easy-to-understand material D1 whose contents can be grasped in a short time to the reception A. Further, for the front support B, although the detailed contents are not described, the material D2 that shows the cause and the solution of the problem for the inquiry is preferentially displayed. Further, for the back support C, the material D3 in which the detailed contents for identifying the cause (for example, the analysis procedure of the log / dump of the product) are described is preferentially displayed.

In the embodiment, when a searcher for each level searches for materials, the searcher is presented in consideration of how proficient the support work is and whether the materials are easy to understand or difficult. In addition, the search results are displayed in an easy-to-understand display order for each searcher so as to suit the degree of proficiency of each searcher. On the other hand, in order to suit the degree of proficiency of the searcher, the display order of materials that are difficult for each searcher to understand is lowered.

Generally, in support work, reception A and front support B provide wide and shallow support during a period when there is little work experience. For example, responding using resources with a low degree of difficulty, for example, letting them answer general manual articles that can be solved as they are, and communicating the procedure for acquiring survey materials to customers. ..

Then, as they become more proficient in support operations and inquiries (for example, the product in charge), they perform back support C and are in charge of dealing with difficult resources, for example, detailed survey responses based on product knowledge. ..

FIG. 5 is a diagram for explaining the correspondence between the level of support work and the difficulty level of materials. Support operations have different levels and resources have different levels of difficulty. Therefore, in order to search for materials according to the level of support work in charge, it is sufficient that the searcher can search for materials according to the degree of skill in support work. Therefore, in the search result display device 101 of the embodiment, the proficiency level of the support work is required for each searcher who uses the device. In addition, the material difficulty level is calculated for each material.

Then, when the searcher at each level executes the material search, the search result display device 101 indicates the proficiency level of the searcher for the material searched by the keyword and other search conditions (for example, product name, version, etc.). Make sure that materials with a difficulty level close to are displayed at the top.

As shown in FIG. 5, reception A is located at the level of beginners with low proficiency, and it is preferable that the necessary materials are easy. For example, at reception A, the business content is to separate products when an inquiry is received from a customer, and to answer at the level of a beginner with a low level of proficiency to answer immediately. The materials that receptionist A wants are those with an easy difficulty level, such as the manual article itself and the case where the manual article can be answered immediately.

In addition, Front Support B conducts surveys using public information such as manuals, and responds with a medium level of proficiency that can resolve inquiries are the business content. The material for which Front Support B is desired is of medium difficulty, for example, a case where a combination of articles in a plurality of manuals can be answered. In addition, in Back Support C, the business content is a high-level answer that can solve inquiries by conducting an in-depth survey inside the product. The material for which the back support C is desired is of a high degree of difficulty, for example, an analysis method such as a log dump or a case including details of the cause.

FIG. 6 is a diagram for explaining the order of material display according to the proficiency level of the searcher. The display order of support information (material information) according to the proficiency level of the searcher based on the relationship between the proficiency level of the searcher and the difficulty level of the material will be explained. As described above, the searcher who uses the search result display device 101 has a different proficiency level for each searcher.

FIG. 6 shows an example in which the proficiency level of the searcher x is moderate. Here, the distance between the proficiency level of the searcher and the difficulty level of the material in the vertical direction in the figure is referred to as a score. Then, the distance between the proficiency level of the searcher and the difficulty level of the material in the vertical direction in the figure, that is, the smaller the score, the higher the order is displayed.

In the case of the example of FIG. 6, it is assumed that there are a material 1 having a high difficulty level, a material 2 having a medium difficulty level, and a material 3 having a low difficulty level as materials. In this case, the search result display device 101 raises the display order of materials that match or are close to the proficiency level of the searcher x. Specifically, when the proficiency level of the searcher x in FIG. 6 is extended in the horizontal axis direction, the adjacent material 2 has a small score 2 due to the difficulty level of the material, and this material 2 is displayed with the highest priority. On the other hand, the display order of the materials 1 and 3 having the scores 1 and 3 apart from the proficiency level of the searcher x is lowered.

(About calculation of proficiency level)
The database server 202 of the search result display device 101 calculates in advance the proficiency level of the support work of the searcher and the difficulty level of the material. The term "advance" indicates a period before the searcher uses the material search server 201. It should be noted that these proficiency levels and difficulty levels can be calculated and updated periodically, for example, at regular intervals, regardless of when the searcher uses the material search server 201.

The proficiency level of the searcher's support work is calculated from the viewpoint of the length of experience of the searcher's support work and work efficiency. For example, the following information 1. ~ 3. Is calculated using.
1. 1. Number of incidents handled This is the number of incidents handled by searchers in support operations. Searchers with a high degree of proficiency have a large number of responses. In addition, since the searcher who is in charge of the incident with high urgency is considered to be skilled in the support work, the response to the incident with high urgency may be weighted.

2. 2. Number of search executions (cumulative)
This is the cumulative number of searches performed by the searcher using the search result display device 101. Searchers with a high degree of proficiency also have a large cumulative number of searches.
3. 3. Number of search executions (per incident)
It is the average value of the number of search executions per incident. Users with a high degree of proficiency have search know-how, so the number of search executions is small.

FIG. 7 is a chart showing a relationship example of the proficiency level for each item used for calculating the proficiency level. Searchers with a small number of incident responses have a low level of proficiency, and searchers with a large number of incident responses have a high level of proficiency. A searcher with a small cumulative number of search executions has a low proficiency level, and a searcher with a large cumulative number of search executions has a high proficiency level. A searcher with a high number of search executions per incident has a low level of proficiency, and a searcher with a low number of search executions per incident has a high level of proficiency.

FIG. 8 is a chart showing an example of deviation values used when calculating the proficiency level. The proficiency level calculation unit 223 of the database server 202 provides the above three pieces of information 1. ~ 3. The proficiency level of support work is calculated by calculating the deviation value. In the example of FIG. 8, regarding the searcher A, as shown in FIG. 8A, 1. It is assumed that the deviation value of the number of incidents handled is 60. As shown in (b) of FIG. 8, 2. Assuming that the deviation value of the cumulative number of search executions is 55, as shown in FIG. 8C, 3. It is assumed that the deviation value of the number of search executions per incident is 50. The reason for using the deviation value is information 1. ~ 3. This is because each can be normalized so that the mean value and the magnitude of the variation are equal.

In addition, the following should be considered in normalization. The number of search executions per incident is different from the other two information, and the higher the proficiency level, the smaller the value. Therefore, the value is multiplied by a minus to align it with other information. Then, the proficiency level calculation unit 223 describes each information 1. ~ 3. By taking the average of the deviation values of, the proficiency level of support work is calculated.

The details of the processing contents performed by the proficiency level calculation unit 223 of the database server 202 will be described. The proficiency level calculation unit 223 performs the following procedure 1. ~ 3. The proficiency level for each searcher is calculated by sequentially executing the program.

Step 1. At a predetermined time such as once a week or once a month, each information of the operation history 232 of the searcher using the search result display device 101 and the incident response history 241 of the incident response system 203 is collected. This collection can be performed during a time period when the search result display device 101 is not used, such as a night holiday.
Step 2. The above procedure 1. From the information collected in step 1, calculate the reference value used to calculate the proficiency level for each searcher. The calculated value is stored in the searcher information DB 221 (history 232, a table of the searcher's system usage status described later) of the database server 202.
Step 3. The above procedure 2. Normalize the numerical value calculated in step 1 using the deviation value, and calculate the proficiency level for each searcher. The calculated proficiency level is stored in the searcher information DB 221 (searcher proficiency level 233) of the database server 202.

In addition, the proficiency level calculation unit 223 uses the following two types of numerical values as the criteria for support work proficiency level.
a. Support for searchers who refer to the relevant material Average proficiency level b. Support business proficiency average of searchers who clicked the "Like" or "Copy" button on the relevant material

Next, the calculation of the proficiency level of the searcher will be described with reference to FIGS. 9 to 12. FIG. 9 is a chart showing information on the usage history of the searcher used for calculating the proficiency level of the searcher. The information of the usage history 901 shown in FIG. 9 is included in the history 232 of the searcher information DB 221. For example, the usage history 901 includes a history of each information such as a searcher using the search result display device 101, an operation type, and operation details. In the illustrated example, a table is created in which the searcher A displays the top page and then records the state in which the search is performed by the keyword "time back" in chronological order.

FIG. 10 is a chart showing information on the incident response history used for calculating the proficiency level of the searcher. The contents of the incident response history 241 held by the incident response system 203 are shown. The information of the incident response history 241 includes the searcher corresponding to the incident, the identification information (ID) of the incident in charge, the type, and the urgency information. In the illustrated example, the incidents handled by the searcher C are tabulated with the ID "222-2222-2222", the type "trouble" of the device, and the "highest" urgency. There is.

FIG. 11 is a chart showing a table of system usage status used for calculating the proficiency level of the searcher. The system usage status table 902 shown in FIG. 11 is included in the history 232 of the searcher information DB 221. For example, the system usage status table 902 is shown in 1. Number of incidents handled, 2. Cumulative number of search executions, 3. Includes information on the number of search executions per incident. In the illustrated example, the number of incidents handled is "100", the cumulative number of search executions is "400", and the number of search executions per incident is "4" for the searcher A. For each information in the system usage status table 902, the values for each incident corresponding to the searcher are accumulated and held.

FIG. 12 is a chart showing a table of proficiency levels of support work, which is the result of calculating the proficiency level of the searcher. The result calculated by the proficiency level calculation unit 223 is stored in this table, which corresponds to the proficiency level 233 of the support work for each searcher in the searcher information DB 221. In the illustrated example, for Searcher A, 1. The deviation value of the number of incidents handled is "60", 2. The deviation value of the cumulative number of search executions is "55", 3. The deviation value of the number of search executions per incident is calculated as "50". In addition, these 1. ~ 3. The proficiency level "55" calculated based on the above is retained.

FIG. 13 is a flowchart showing the processing content of the searcher's proficiency level calculation. An example of processing executed by the proficiency level calculation unit 223 of the database server 202 is shown. First, the proficiency level calculation unit 223 collects the searcher's usage history 901 (232) and the incident response history 241 (step S1301). Next, the proficiency level calculation unit 223 calculates the number of incidents handled by each searcher, the number of search executions, and the number of search executions per incident based on the collected usage history 901 (232) and the incident response history 241. (Step S1302).

Next, the proficiency level calculation unit 223 stores the calculated number of incidents handled by each searcher, the number of search executions, and the number of search executions per incident in the table 902 (232) of the "searcher's system usage status". (Step S1303).

Next, the proficiency level calculation unit 223 normalizes the calculated number of incidents handled by each searcher, the number of search executions, and the number of search executions per incident (step S1304). Next, the proficiency level calculation unit 223 calculates the proficiency level of each searcher from the number of incidents handled by each normalized searcher, the number of search executions, and the number of search executions per incident (step S1305).

Next, the proficiency level calculation unit 223 stores the calculated proficiency level of each searcher in the table 233 of the "proficiency level of the support work of the user" (step S1306), and ends the above processing.

(About calculation of material difficulty)
The database server 202 of the search result display device 101 also calculates the difficulty level of the material in advance. The difficulty level of a material is calculated from the proficiency level of the support work of the searcher who used the material for each material. In the embodiment, the average proficiency level of the support work of the searcher who referred to the corresponding material is used. As a result, the materials used by many searchers who are highly proficient in support operations are set so that the difficulty level of the materials becomes higher. On the other hand, materials that are often used by searchers with low proficiency in support operations are set lower.

The details of the processing contents performed by the difficulty calculation unit 224 of the database server 202 will be described. Difficulty calculation unit 224 is described in the following procedure 1. ~ 3. The difficulty level for each material is calculated by sequentially executing the program.

Step 1. At a predetermined time such as once a week or once a month, the access history 236 of each material of the search result display device 101 and the proficiency level 233 of the searcher who accessed each material are collected.
Step 2. The above procedure 1. From the information collected in step 1, calculate the reference value for calculating the difficulty level for each material. The calculated value is stored in the material DB 222 (access history 236, access totaling table for each material described later) of the database server 202.
Step 3. The above procedure 2. The difficulty level for each material is calculated by normalizing the numerical value calculated in step 1 by calculating the deviation value. The calculated difficulty level is stored in the material DB (material difficulty level 237) of the database server 202.

FIG. 14 is a chart illustrating an example of setting the difficulty level of the material. As shown in FIG. 14A, it is assumed that the plurality of searchers A to D using the search result display device 101, which is a system, have different proficiency levels (10 to 70). Then, the searchers A to D having different proficiency levels all use the same materials 1 to 4 of the search result display device 101. For example, the state in which the searcher A has accessed the material 1 and the searcher B has accessed the material 1 and the material 2 is shown.

The difficulty calculation unit 224 of the database server 202 acquires the proficiency levels of the searchers A to D who have accessed the materials 1 to 4 based on the access history of the materials 1 to 4 and the proficiency levels of the searchers A to D. Then, the difficulty level of the materials 1 to 4 is calculated based on the proficiency level of the searchers A to D.

FIG. 14B shows the difficulty level of the material, the horizontal axis is the material, and the vertical axis is the difficulty level. In the illustrated example, the difficulty level of the material 1 is 15, and the difficulty level of the material 3 is 50. For example, the searchers who have accessed the material 1 are the searcher A (proficiency level 10) and the searcher B (proficiency level 20), as shown in FIG. 14A. In this case, the difficulty calculation unit 224 calculates the difficulty of the material 1 by a predetermined calculation formula, for example, (proficiency level 10 + proficiency level 20) ÷ 2 (number of people) = 15.

The difficulty calculation unit 224 starts the operation of the system, and until sufficient data is available to calculate the proficiency level of the support work or the difficulty level of the material, the proficiency level of the support work and the difficulty of the material are available. All degrees may be regarded as the same value.

The difficulty calculation unit 224 periodically calculates the difficulty of the material, such as once a week or once a month, regardless of the search operation by the searcher. For example, it can be executed at a time when the search result display device 101 is not used much, such as a night holiday.

Next, the calculation of the difficulty level of the material will be described with reference to FIGS. 15 to 17. FIG. 15 is a chart showing an access history used for calculating the difficulty level of materials. The information of the access history 1501 shown in FIG. 15 is included in the access history 236 of the material DB 222. For example, the access history 1501 includes the identification information (ID) of the material and the history of each information of the searcher and the operation by the searcher. In the illustrated example, the searchers whose material IDs are "000-00000" are "searcher A and searcher B", and the operations are "reference" for searcher A and "reference" and "reference" for searcher B. The state of "Like pressed" is maintained.

FIG. 16 is a chart showing a table of access aggregation for each material used for calculating the difficulty level of the material. The information in the access aggregation table 1502 shown in FIG. 16 is included in the access history 236 of the material DB 222. For example, the access aggregation table 1502 includes information on the number of references for each material, the cumulative proficiency level of the referred searcher, the number of likes, and the cumulative proficiency level of the searcher who clicked the like. In the illustrated example, the material is "material 1", and for this material 1, the number of references is "100", the cumulative proficiency level of the referred searcher is "4400", the number of likes is "10", and the likes are liked. The state in which the cumulative proficiency level of the pressed searcher is "400" is tabulated.

FIG. 17 is a chart showing a table of difficulty levels of materials, which is the result of calculating the difficulty levels of materials. The result calculated by the difficulty calculation unit 224 is stored in this table, which corresponds to the difficulty level 237 for each material in the material DB 222. In the illustrated example, for material 1, 1. The average proficiency level of the referenced searchers is "44", 2. The average proficiency level of the searchers who liked it is calculated to be "40". In addition, these 1.2. The difficulty level is calculated as "42" based on the average of.

FIG. 18 is a flowchart showing the processing content of calculating the difficulty level of the material. An example of processing executed by the difficulty calculation unit 224 of the database server 202 is shown. First, the difficulty calculation unit 224 refers to the access history 236 of the material DB 222 and collects the access history of each “material” (step S1801). Next, the difficulty calculation unit 224 refers to the proficiency table 233 of the support work of the searcher, and acquires the proficiency level of the searcher who accessed each material from the collected access history 236 (step S1802). ..

Next, the difficulty calculation unit 224 calculates the difficulty of each material from the acquired proficiency of the searcher (step S1803). Then, the difficulty calculation unit 224 stores the calculated difficulty of each material in the table 237 of the “material difficulty” (step S1804), and ends the above processing.

(About the display order of search results displayed at the time of search)
As described above, the proficiency level of the searcher's support work and the difficulty level of the material are calculated in advance. When the searcher uses the material search server 201 to perform a search, the search result display device 101 determines the display order of the search results by using the searcher's support work proficiency and the difficulty level of the material. Present to the person. When the searcher searches for materials, the case search unit 212 of the material search server 201 accepts the condition input of the search conditions of the searcher.

The absolute value of the difference between the searcher's support work proficiency and the difficulty of the material is defined as the value "score" that determines the display order of the search results. Score = | Searcher's support work proficiency level-material difficulty level | The lower the score, the higher the display order of the search results. The proficiency level of the searcher is acquired by the proficiency level determination unit 211 of the material search server 201 by accessing the searcher information DB 221 of the database server 202. The above score is calculated by the matching unit 213 of the material search server 201.

The outline of the display order of the search results will be described with reference to FIGS. 19 to 21. FIG. 19 is a chart showing an example of proficiency and difficulty. FIG. 19A shows the proficiency levels of the searchers A to C, the proficiency level of the searcher A is "55", the proficiency level of the searcher B is "65", and the proficiency level of the searcher C is "35". Suppose it was. Further, FIG. 19B shows the difficulty levels of materials 1 to 3, the difficulty level of material 1 is "70", the difficulty level of material 2 is "50", and the difficulty level of material 3 is "30". Suppose.

FIG. 20 is an explanatory diagram using a score for the difference between the proficiency level and the difficulty level. FIG. 20 is the same as FIG. 6 described above, and here, the display order of the search results will be specifically described using the score. The display order optimization unit 214 of the material search server 201 changes the display order of the plurality of materials obtained as the search results so as to be optimal for the proficiency level of the searcher.

FIG. 20 shows the scores of each material 1 to 3 in the searcher A. The proficiency level of the searcher A is "55", and the difficulty levels of the materials 1 to 3 are "70", "50", and "30", respectively. Therefore, for the searcher A, the cost for the material 1 is | 55-70 | = "15", the cost for the material 2 is | 55-50 | = "5", and the cost for the material 3 is | 55-30 | =. It becomes "25".

FIG. 21 is a chart showing an example of score calculation for each searcher. 21 (a) shows the score of searcher A, (b) shows the score of searcher B, and (c) shows the score of searcher C. In these figures, the materials with the lowest scores are sorted so that they are ranked high. For the searcher A shown in (a), the score is material 2, material 1, and material 3 in ascending order. Then, the display order at the time of search is higher in ascending order of score. Further, for the searcher B shown in (b), the material 1, the material 2, and the material 3 are arranged in ascending order of score. Further, for the searcher C shown in (c), the material is 3, the material 2, and the material 1 in ascending order of score.

In this way, by calculating the score based on the proficiency level of the searchers A to C and the difficulty level of the material, the display order of the search results suitable for each searcher can be displayed according to the proficiency level different for each searcher. You will be able to get it.

Explaining with reference to FIG. 20, the searcher A has a medium proficiency level in the support work, but the material 2 having the lowest score (the difficulty level closest to the proficiency level) for the searcher A. Is displayed with the highest priority. In addition, materials 1 and 3 having a high score, that is, materials 1 and 3 having a difficult or easy difficulty level, are displayed in a lower order. Specifically, the display order of the searcher A is the display order of material 2, material 1, and material 3 in ascending order of score.

(Case search example)
An example of a display screen displayed at the time of search will be described with reference to FIGS. 22 and 23. An example of a display screen presented by the material search server 201 when a searcher uses the material search server 201 of the search result display device 101 to search for materials is shown.

FIG. 22 is a diagram showing an example of a screen for specifying search conditions at the time of search. At the time of inquiry from the customer, the searcher operates the terminal device 102 to search for materials. At this time, the case search unit 212 of the material search server 201 accepts this search, transmits the search condition designation screen 2201 shown in FIG. 22 to the terminal device 102, and displays it on the terminal device 102.

In the example search condition specification screen 2201 shown in FIG. 22, the free word, the OS of the inquiry product, the product category, the product name, the creation date of the material (past period with respect to the present, etc.), and whether to include the product manual in the search target. It has each item column such as a check box for whether or not, and a button for executing a search and clearing a designation.

The case search unit 212 accesses the database server 202 based on the items input on the search condition designation screen 2201 and narrows down the corresponding materials. After that, the matching unit 213 matches the proficiency level of the searcher with the difficulty level of the material. The proficiency level of the searcher is acquired by the proficiency level determination unit 211 from the searcher information DB 221. After that, the display order optimization unit 214 rearranges the materials matching the searcher matched by the matching unit 213 in the display order corresponding to the proficiency level of the searcher, and the searcher uses the sorted material information as support information. Is transmitted to the terminal device 102 of.

FIG. 23 is a diagram showing an example of a display screen of search results. An example of the display screen 2301 of the search result transmitted by the material search server 201 to the terminal device 102 of the searcher is shown. In this figure, for a plurality of materials, the material having the lowest score is displayed as the first place at the top, and thereafter, the material having the highest score is displayed as the second place or less in the lower order.

For example, the materials displayed in the first place are the score value "3.6", the ID of the incident in charge, the search date, the subject (inquiry content), the outline (answer to the inquiry content), and the inquiry. Product information (including display information such as inquiry type, product name, product category, product OS, etc. The material displayed in the second place has a score value of "3.9" and 1 Includes display information similar to rank.

Sort tab 2302 is displayed in the information on the display screen, and the illustrated "difficulty matching order" is the display order in the above-described embodiment, that is, the display order in which the ones having the lower cost are preferentially displayed. .. It is also possible to specify the number of items to be displayed on one screen. Other display orders include the order of the number of accesses for each material, the order of the number of times the likes are pressed, and the order of the newest update date and time of the materials.

FIG. 24 is a flowchart showing the processing contents of the case search. An example of processing performed by the material search server 201 when a searcher accesses the material search server 201 of the search result display device 101 to search for support information for a customer's inquiry, that is, a material is shown.

First, the material search server 201 accepts a material search process by access from the searcher's terminal device 102 (step S2401). At this time, the material search server 201 transmits the above-mentioned search condition designation screen 2201 to the terminal device 102 and displays it on the terminal device 102.

At the time of this material search, the material search server 201 accesses the database server 202, refers to the table 233 of the "proficiency level of the searcher's support work", and acquires the proficiency level of the work of the searcher who executes the search. (Step S2402).

Next, the searcher inputs necessary items on the search condition specification screen 2201 via the terminal device 102 and executes the search, so that the material search server 201 accesses the database server 202 and the material search conditions. Search for a material that satisfies the above (step S2403).

Next, the material search server 201 accesses the database server 202, refers to the table 237 of the “material difficulty level”, and acquires the difficulty level of each searched material (step S2404). Next, the material search server 201 calculates the absolute value (cost) of the difference between the acquired proficiency level of the searcher's work and the difficulty level of each material for each searched material (step S2405).

Next, the material search server 201 determines the display order of each material based on the calculated absolute value (cost) of the difference corresponding to each material (step S2406). Then, the material search server 201 rearranges each material in the determined display order (step S2407). Then, the material search server 201 transmits each sorted material to the terminal device 102 of the searcher (step S2408), and ends the above processing.

In the above processing, the acquisition of the searcher's business proficiency level (step S2402) is processed before the material search (step S2403) and the acquisition of the material difficulty level (step S2404). However, the present invention is not limited to this, and the acquisition of the searcher's business proficiency level (step S2402) may be executed at any time before the cost calculation (step S2405) process. For example, the acquisition of the proficiency level of the searcher's work (step S2402) may be executed after the material search (step S2403) or after the acquisition of the difficulty level of the material (step S2404).

As described above, the search result display device 101 is a material having a difficulty level that matches the proficiency level of the searcher based on the proficiency level of the searcher's work and the difficulty level of the material when the searcher searches for the material. Raise the display order of and present it to the searcher. As a result, the searcher can be presented with a material having a difficulty level suitable for the proficiency level of his / her work each time the search is executed, and can efficiently and immediately grasp the contents of the material. In addition, when a searcher uses materials as answers to questions from customers or the like, he / she can quickly give an appropriate answer based on the materials whose contents can be understood by the searcher.

A large number of different searchers access the search result display device 101 to search for materials, but searchers with different proficiency levels can use different work proficiency levels and material difficulty levels for each searcher. In each case, it will be possible to present materials of appropriate difficulty.

Then, the search result display device 101 displays a plurality of materials having different difficulty levels according to the proficiency level of the searcher for the search results in a display order. In this display order, the absolute value (cost) of the difference between the proficiency level of the searcher's work and the difficulty level of the material is calculated, and the material with the lowest cost is displayed at the top. As a result, the searcher can easily obtain the search results suitable for the proficiency level of his / her work in the order of the highest display order. At this time, the searcher can also acquire materials that do not match his / her proficiency level.

That is, it is possible to acquire a large number of materials having a lower display order, so that the searcher can acquire materials having a high degree of difficulty or an easy side in order, centering on his / her proficiency level. As a result, it becomes possible to acquire a plurality of materials having a difficulty level close to the proficiency level of the searcher, and further, it is possible to carry out support work within a range in which the current proficiency level is expanded.

In addition, the search result display device 101 can calculate the proficiency level of the searcher and the difficulty level of the material in advance, and by executing the search result display device 101 during a time zone when the search result display device 101 is not used, such as a night holiday. , You can update these proficiency and difficulty levels. In addition, by performing the calculation for each update, the accuracy of the information used as the proficiency level and the difficulty level can be improved over time. For example, it becomes possible to cope with the improvement of the proficiency level of the searcher.

Further, by obtaining the absolute value of the difference in the difficulty level of the material with respect to the proficiency level of the searcher, the cost of each material from the viewpoint of the searcher can be easily obtained, and the display order of the materials can be easily obtained. At this time, by normalizing both the proficiency level and the difficulty level using the standard deviation, the difference between the proficiency level and the difficulty level, which are different indexes, can be easily obtained. It should be noted that the proficiency level and the difficulty level can be compared by using not only the standard deviation but also other normalization methods.

The search result display program described in the present embodiment can be realized by executing a program prepared in advance on a computer such as a personal computer or a workstation. This search result display method is recorded on a computer-readable recording medium such as a hard disk, a flexible disk, a CD-ROM (Compact Disc-Read Only Memory), or a DVD (Digital Versaille Disk), and is read from the recording medium by the computer. Is executed by. Further, this search result display method may be distributed via a network such as the Internet.

The following additional notes are further disclosed with respect to the above-described embodiment.

(Appendix 1) Accepting search conditions and searcher identification information,
By referring to the storage unit that stores the proficiency level of the searcher in association with the identification information of the searcher, the proficiency level associated with the received identification information of the searcher is acquired.
By referring to the storage unit that stores the support information, a plurality of support information that satisfies the received search conditions is acquired, and the support information is acquired.
Obtained based on the difficulty level associated with each of the acquired plurality of support information and the acquired proficiency level with reference to a storage unit that stores the difficulty level of the support information in association with the support information. Determine the display order of the plurality of support information
According to the determined display order, the acquired plurality of support information or the identification information of the plurality of support information is displayed on the display unit.
A search result display method characterized by a computer performing processing.

(Appendix 2) The proficiency level of the searcher and the difficulty level of the support information are both normalized, and the display order of the support information is determined based on the absolute value of the difference between the proficiency level and the difficulty level. The search result display method according to Appendix 1, wherein the search result is displayed.

(Appendix 3) The absolute value of the difference between the proficiency level and the difficulty level is small. The display order of the support information is increased, and as the absolute value of the difference between the proficiency level and the difficulty level increases, the support information becomes The search result display method according to Appendix 2, wherein the display order is lowered.

(Appendix 4) The proficiency level of the searcher and the difficulty level of the support information are described in any one of the appendices 1 to 3 characterized in that the proficiency level of the searcher is calculated before the search is executed by the searcher. Search result display method.

(Appendix 5) The proficiency level of the searcher is calculated based on any one or a combination of years of experience, number of search executions, and number of search executions in one search. The search result display method described in any one of.

(Appendix 6) The search result described in any one of Appendix 1 to 5, wherein the difficulty level of the support information is calculated based on the proficiency level of a plurality of the searchers using one support information. Display method.

(Appendix 7) A search unit that receives search conditions and searcher identification information, refers to a storage unit that stores support information, and acquires a plurality of support information that satisfies the received search conditions.
A determination unit that acquires the proficiency level associated with the received identification information of the searcher by referring to a storage unit that stores the proficiency level of the searcher in association with the identification information of the searcher.
Obtained based on the difficulty level associated with each of the acquired plurality of support information and the acquired proficiency level with reference to a storage unit that stores the difficulty level of the support information in association with the support information. It has a determination unit that determines the display order of the plurality of support information, and
The search unit is a search result display device that presents the acquired plurality of support information or identification information of the plurality of support information to a searcher according to the determined display order.

(Appendix 8) The determination unit normalizes both the proficiency level of the searcher and the difficulty level of the support information, and based on the absolute value of the difference between the proficiency level and the difficulty level, the support information The search result display device according to Appendix 7, wherein the display order is determined.

(Appendix 9) Accepting search conditions and searcher identification information,
By referring to the storage unit that stores the proficiency level of the searcher in association with the identification information of the searcher, the proficiency level associated with the received identification information of the searcher is acquired.
By referring to the storage unit that stores the support information, a plurality of support information that satisfies the received search conditions is acquired, and the support information is acquired.
Obtained based on the difficulty level associated with each of the acquired plurality of support information and the acquired proficiency level with reference to a storage unit that stores the difficulty level of the support information in association with the support information. Determine the display order of the plurality of support information
According to the determined display order, the acquired plurality of support information or the identification information of the plurality of support information is displayed on the display unit.
A search result display program characterized by having a computer execute processing.

100 Search result display device 102 Terminal device 200 Search system 201 Material search server 202 Database server 203 Incident response system 211 Proficiency judgment unit 212 Case search unit 213 Matching unit 214 Display order optimization unit 221 Searcher information database 222 Material database 223 Proficiency Degree calculation unit 224 Difficulty calculation unit 301 Central arithmetic processing device 302 Storage device 312 Main storage device 313 Auxiliary storage device

Claims (8)

Accepts search conditions and searcher identification information,
By referring to the storage unit that stores the proficiency level of the searcher in association with the identification information of the searcher, the proficiency level associated with the received identification information of the searcher is acquired.
By referring to the storage unit that stores the support information, a plurality of support information that satisfies the received search conditions is acquired, and the support information is acquired.
Obtained based on the difficulty level associated with each of the acquired plurality of support information and the acquired proficiency level with reference to a storage unit that stores the difficulty level of the support information in association with the support information. Determine the display order of the plurality of support information
According to the determined display order, the acquired plurality of support information or the identification information of the plurality of support information is displayed on the display unit.
A search result display method characterized by a computer performing processing. The feature is that both the proficiency level of the searcher and the difficulty level of the support information are normalized, and the display order of the support information is determined based on the absolute value of the difference between the proficiency level and the difficulty level. The search result display method according to claim 1. The display order of the support information in which the absolute value of the difference between the proficiency level and the difficulty level is small is increased, and the display order of the support information is lowered as the absolute value of the difference between the proficiency level and the difficulty level increases. The search result display method according to claim 2, wherein the search result is displayed. The search result display according to any one of claims 1 to 3, wherein the proficiency level of the searcher and the difficulty level of the support information are calculated before the search is executed by the searcher. Method. Claims 1 to 1 characterized in that the proficiency level of the searcher is calculated based on any one or a combination of the number of incidents handled, the cumulative number of search executions, and the number of search executions in one search. The search result display method according to any one of 4. The search result display method according to any one of claims 1 to 5, wherein the difficulty level of the support information is calculated based on the proficiency level of a plurality of the searchers using one support information. A search unit that receives search conditions and searcher identification information, refers to a storage unit that stores support information, and acquires a plurality of support information that satisfies the received search conditions.
A determination unit that acquires the proficiency level associated with the received identification information of the searcher by referring to a storage unit that stores the proficiency level of the searcher in association with the identification information of the searcher.
Obtained based on the difficulty level associated with each of the acquired plurality of support information and the acquired proficiency level with reference to a storage unit that stores the difficulty level of the support information in association with the support information. It has a determination unit that determines the display order of the plurality of support information, and
The search unit is a search result display device that presents the acquired plurality of support information or identification information of the plurality of support information to a searcher according to the determined display order. Accepts search conditions and searcher identification information,
By referring to the storage unit that stores the proficiency level of the searcher in association with the identification information of the searcher, the proficiency level associated with the received identification information of the searcher is acquired.
By referring to the storage unit that stores the support information, a plurality of support information that satisfies the received search conditions is acquired, and the support information is acquired.
Obtained based on the difficulty level associated with each of the acquired plurality of support information and the acquired proficiency level with reference to a storage unit that stores the difficulty level of the support information in association with the support information. Determine the display order of the plurality of support information
According to the determined display order, the acquired plurality of support information or the identification information of the plurality of support information is displayed on the display unit.
A search result display program characterized by executing processing on a computer.

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