JP7202224B2 - Information processing device, user terminal device, control method and control program - Google Patents

Description

The present invention relates to an information processing device, a user terminal device, a control method and a control program.

For example, Patent Literature 1 below relates to a product support system, in which a server manages a question input from a user terminal and an answer to that question from an answer terminal. A technology is disclosed that can provide a question/answer list according to user's question trend by publishing a question/answer list listed in descending order of number on a support website.

Japanese Patent Application Laid-Open No. 2003-44487

SUMMARY OF THE INVENTION It is an object of the present invention to realize a support system capable of more efficiently providing an appropriate answer when an inquiry about a product is made from a user terminal via the Internet, for example.

(1) An information processing apparatus according to an aspect of the present invention includes a question information acquisition unit that acquires question information from a user terminal device; Second question data that summarizes the plurality of similar first question data in FAQ data having answer data of and second answer data that is a simplified content of the first answer data A chat data acquisition unit that acquires associated chat data, an answer data acquisition unit that acquires the second answer data corresponding to the second question data that matches or is similar to the question information, and the answer and a transmission unit configured to transmit the second response data acquired by the data acquisition unit to the user terminal device.

(2) A user terminal device according to an aspect of the present invention includes an input unit for inputting a question text, a transmission unit for transmitting the question text to the information processing device, and a plurality of first second question data obtained by summarizing the plurality of similar first question data in FAQ data having question data and first answer data corresponding to the first question data; and the first answer data. a second answer data in which the content of is simplified, a receiving unit that receives the question text, the second question data received by the receiving unit, and a display that displays the second answer data and a part.

(3) A control method for an information processing device according to an aspect of the present invention acquires question information from a user terminal device, and obtains a plurality of first question data and a first answer corresponding to the first question data. second question data that summarizes the plurality of similar first question data in the FAQ data having data and second answer data that is a simplified version of the first answer data chat data, acquires the second answer data corresponding to the second question data matching or similar to the question information, and transmits the acquired second answer data to the user terminal device. characterized in that

(4) A control program for an information processing device according to an aspect of the present invention includes a question information acquisition unit that acquires question information from a user terminal device, a plurality of first question data, and a second question data that summarizes the plurality of similar first question data in the FAQ data having the first answer data, and second answer data that is a simplified content of the first answer data a chat data acquisition unit that acquires chat data associated with , an answer data acquisition unit that acquires the second answer data corresponding to the second question data that matches or is similar to the question information, the answer The computer is caused to function as a transmission section that transmits the second response data acquired by the data acquisition section to the user terminal device.

1 is a system configuration diagram of a support system according to one aspect of the present invention; FIG. 2 is a diagram showing an example of a functional configuration of a server device shown in FIG. 1; FIG. 2 is a diagram showing an example of a configuration of a storage unit of the server device shown in FIG. 1; FIG. 2 is a diagram showing an example of a configuration of a storage unit of the server device shown in FIG. 1; FIG. 2 is a diagram showing an example of a configuration of a storage unit of the server device shown in FIG. 1; FIG. 2 is a diagram showing an example of an operation flow of the support system shown in FIG. 1; FIG. It is a figure which shows the specific example of the web page which concerns on one Embodiment of this invention. It is a figure which shows the specific example of the web page which concerns on one Embodiment of this invention. It is a figure which shows the specific example of the web page which concerns on one Embodiment of this invention. It is a figure which shows the specific example of the web page which concerns on one Embodiment of this invention. It is a figure which shows the specific example of the web page which concerns on one Embodiment of this invention. It is a figure which shows the specific example of the web page which concerns on one Embodiment of this invention. It is a figure which shows an example of a structure of the data for chats in the support system 1 which concerns on the modification of one embodiment of this invention. FIG. 10 is a diagram showing an example of various information indicating processing details in the server device 2 in the support system 1 according to the modified example of the embodiment of the present invention; FIG. 10 is a diagram showing a specific example of a web page in a modification of the support system 1; FIG.

An embodiment of the present invention will be described below with reference to the drawings. In the drawings, the same or equivalent elements are denoted by the same reference numerals, and overlapping descriptions are omitted.

FIG. 1 is a system configuration diagram of a support system according to one aspect of the present invention.

As shown in FIG. 1, the support system 1 has, for example, a server device 2, a wide area network 3, a plurality of user terminals 4, a local area network 5, and a plurality of operator terminals 6. FIG.

A plurality of user terminals 4 are connected to a server device 2 via a wide area network 3 such as the Internet, and input questions about products and the like through a web page of a user support site provided by the server device 2 . Also, the user terminal 4 can receive the answer data to the question created by the server device 2 within the web page of the user support site, and confirm the answer data on the display screen and voice of the own terminal. The user terminal 4 may be any terminal that runs a browser, such as a smart phone, tablet, PC, or TV.

A plurality of operator terminals 6 are connected to the server device 2 via a narrow area network 5 such as a LAN (Local Area Network). The operator terminal 6 receives a question about a product or the like inquired from the call center via the wide area network 3 or the telephone, answers to the question, and product information such as the model name of the product related to the question. Fill in the form. The input questions and answers are stored in the server device 2 as FAQ data. Also, the operator terminal 6 may be connected to the server device 2 via the wide area network 3 .

Further, for example, when the user accesses the support system 1 from the user terminal 4 via the wide area network 3, the support system 1 asks the user to input the model name as in the conventional case, and then displays information relating to the product. In addition to the form of providing information, it includes a conversation form in which a user first inputs a question sentence and then provides an answer to the question sentence, that is, a so-called chat form of providing an answer on a chat screen. Here, specifically, the chat screen is, for example, as shown in FIG. Indicates the screen for answering.

FIG. 2 is a diagram showing an example of a functional configuration of the server device 2 according to one aspect of the present invention.

The server device 2 includes a server device storage section 200, a server device control section 210, a first server device communication section 220, and a second server device communication section 230, as shown in FIG. Further, the server device control unit 210 executes various information processing according to programs stored in the server device storage unit 200, for example.

The first server device communication unit 220 functions as a first server device reception unit that receives various types of information such as questions about products from the user terminal 4 via the wide area network 3, for example. In addition, the first server device communication unit 220 transmits various data such as answer screen data and question screen data of a web page described in HTML (HyperText Markup Language) to the user terminal 4 via the wide area network 3. It functions as a first server device transmission unit that

The second server device communication unit 230, for example, transmits the data of the input screen of the database for inputting the question sentences and answer sentences about the product etc., the model name of the product etc. to the operator terminal 6 via the narrow area network 5. It functions as a transmission unit of the second server device for transmission. The second server device communication unit 230 is a second server that receives data such as questions and answers about products and model names of products from the operator terminal 6 via the narrow area network 5, for example. Functions as a device receiver. Further, the second server device communication unit 230 may function to transmit and receive data to and from the operator terminal 6 via the wide area network 3, for example.

The server device storage section 200 includes a chat data storage section 201 , an FAQ data storage section 202 and a support data storage section 203 .

The FAQ data storage unit 202 stores questions sent to a call center that receives product questions and the like via the wide area network 3 or telephone, and answers to the questions. Further, the question sentences and the answer sentences are stored as character strings such as sentences or words that express the respective contents. In addition to the questions and answers, the FAQ data storage unit 202 also stores product information that identifies the product, such as the model name of the product that is the subject of the question, the date and time of inputting the question, and the date and time of inputting the answer. etc. are associated with each other and stored. Here, the data stored in the FAQ data storage unit 202 includes data input in a predetermined format from the operator terminal 6, for example.

The FAQ data storage unit 202 stores a plurality of first question data (original question data) and first answer data (original answer data) corresponding to the first question data. Specifically, for example, as shown in FIG. 3A, the FAQ data storage unit 202 stores original question data of questions from users about products, original answer data of answers to the original question data, and product models. The model name information of the name and the FAQ number specifying each question data are associated and stored.

Here, the original question data and original answer data shown in FIG. 3A are input in a predetermined format from the operator terminal 6, for example. Specifically, the original question data is, for example, a question about a product or the like that is inquired to the call center via the wide area network 3 or telephone, and is input through the operator terminal 6 . For example, "Q1-1", "Q1-2", and "Q2-1" of the original question data in FIG. is the string data of the words in Specifically, "Q1-1" in the original question data is a character string "Can you display two screens?", and "Q1-2" in the original question data is "Can two screens be displayed?" " is a string.

Also, more specifically, the original answer data is, for example, an answer sentence that the call center answers to the question that the user inquired of the call center. The original reply data is a character string of a reply from the call center input by the operator from the operator terminal 6 . For example, A1 and A2 of the original answer data in FIG. 3A are the character string of the answer sentence, the address of the web page or video data showing the answer contents, the data of the access destination to other answer sentences, and the like.

Here, the original question data may be, for example, the questions about products and the like that are inquired at the call center, and the questions that are frequently asked are shaped and organized. Also, the original answer data may be, for example, the answer sentences to frequently asked question sentences that have been shaped and arranged. Here, the original question data and the original answer data may be, for example, so-called FAQ data such as "Frequently Asked Questions" on web pages of various products.

Further, the FAQ data storage unit 202 stores, for example, one FAQ number and at least one original answer data in association with one original question data. Further, the FAQ data storage unit 202 associates and stores different FAQ numbers with respective original question data if original answer data are different even if the original question data is the same. Further, the FAQ data storage unit 202 stores, for example, the model name of the product related to the original question data and the original answer data for one FAQ number as model name information.

The chat data storage unit 201 stores chat data generated for chat based on various data stored in the FAQ data storage unit 202 . The chat data includes second question data (chat question data) that summarizes a plurality of similar first question data in the FAQ data, and second question data that simplifies the contents of the first answer data in the FAQ data. 2 response data (chat response data). Specifically, for example, as shown in FIG. 3B, the chat data storage unit 201 associates and stores an FAQ number list, chat question data, chat answer data, and answer type information. there is

In the following description, the term "for chat" is used, such as the chat data storage unit 201, chat data, chat question data, and chat answer data, to provide an answer to the user terminal 4 on a chat-format chat screen. is assumed, but the present invention is not limited to this. For example, it may be in the form of a screen other than a chat screen, and the reply may be provided to the user terminal 4 in the form of an e-mail, or the reply may be provided by voice.

The question data for chat is, for example, similar original question data among the original question data in the FAQ data storage unit 202, which are collected as one data. Specifically, for example, the original question data "Q1-1" in the FAQ data storage unit 202 shown in FIG. is a character string "Can you display two screens?", the chat question data "CQ1" in the chat data storage unit 201 is, for example, "Q1-1" and "Q1-2". is combined into one character string "Can you display two screens?" Also, the chat question data may be the same character string as the original question data.

The chat answer data is, for example, chat answer data generated based on the original answer data in the FAQ data storage unit 202 . Specifically, the chat answer data is a summary sentence that summarizes the answer sentence of the original answer data. good. Further, the reply data for chat is a character string of a reply sentence having a length that can fit within one screen without scrolling on the chat screen. Also, the reply data for chat may be data including a link destination to a web page for original reply data.

The FAQ number list is, for example, FAQ numbers corresponding to original question data linked to chat question data. When the chat question data is a collection of a plurality of original question data, the chat data storage unit 201 stores the FAQ number corresponding to each original question data in the FAQ number list.

The answer type information indicates the presence of additional answer data to be added to the chat answer data, and the details will be described later.

The support data storage unit 203 stores video data explaining how to handle the product, information such as optional products related to the product, instruction manuals, and product information, and support page data for diagnosing failures. It stores various information and data related to each product.

Further, here, the server device 2 has separate storage units for the chat data storage unit 201 and the FAQ data storage unit 202, for example, as shown in FIG. .

The server device control unit 210 comprehensively controls each component of the server device 2 . Details of the server device control unit 210 will be described below.

(Server device control unit 210)
As shown in FIG. 2, the server device control unit 210 includes a question information acquisition unit 211, a question information search unit 212, an FAQ number acquisition unit 213, an answer type acquisition unit 214, an answer data acquisition unit 215, and an answer transmission data generation unit 216. , an answer transmission data output unit 217 , an FAQ data acquisition unit 218 , and a link generation unit 219 .

The FAQ data acquisition unit 218 acquires data such as questions and answers regarding products, etc., which are data received from the operator terminal 6 by the second server device communication unit 230, and data such as the model name of the product, and stores them in the FAQ data storage unit. 202.

The question information acquisition unit 211 acquires question information from external terminals including the user terminal 4 received by the first server device communication unit 220, for example. Specifically, the question information acquisition unit 211 acquires a character string of a question sentence as question information. Further, the question information acquisition unit 211 may acquire not only the question information but also other various information received from the user terminal 4 from external terminals including the user terminal 4 .

The question information search unit 212 acquires chat data including, for example, chat question data and chat answer data stored in the chat data storage unit 201, and acquires chat data stored in the chat data storage unit 201. Chat question data that match or are similar to the question information acquired by the question information acquisition unit 211 are searched from the chat question data.

Specifically, for example, the question information search unit 212 divides the character string of the question information and the character string of the chat question data in the chat data storage unit 201 into words, A search is made for chat question data in which the word is included most in the character string of the chat question data. Further, the question information search unit 212, for example, adds weights to the divided words, adds the number of matched words and the weights of the words, calculates the score, and searches for the chat question data with the highest score. You can Also, a plurality of pieces of chat question data having a score equal to or higher than a predetermined value may be retrieved. Here, an example of a method of measuring the degree of matching between a plurality of sentences has been shown, but there are various other methods as well, but since they are well known, detailed descriptions thereof will be omitted.

For example, the FAQ number acquisition unit 213 acquires the FAQ number corresponding to the chat question data in the chat data storage unit 201 searched by the question information search unit 212 from the FAQ number list. Specifically, for example, as shown in FIG. 3B, when the question information search unit 212 searches for chat question data “CQ1”, the FAQ number acquisition unit 213 selects “110” from the FAQ number list. , "111", and "112".

The answer type obtaining unit 214 obtains, for example, answer type information corresponding to the chat question data searched by the question information searching unit 212 . Specifically, for example, as shown in FIG. 3B, the answer type acquisition unit 214 acquires "C" as the answer type information when chat question data "CQ1" is retrieved.

The answer data acquisition unit 215 performs processing based on additional rules corresponding to the answer type information acquired by the answer type acquisition unit 214, and acquires answer data. Here, as shown in FIG. 3C, the additional rule describes the processing content of the answer data acquisition unit 215 corresponding to each answer type information, and the answer data acquisition unit 215 follows the additional rule process.

For example, when the answer type information is "A", the answer data acquisition unit 215 performs processing based on the additional rule shown in FIG. The chat response data is acquired from the chat data storage unit 201 as response result data. Specifically, for example, as shown in FIG. 3B, when the question information search unit 212 retrieves chat question data “CQ1”, the answer data acquisition unit 215 retrieves “CA1” of the chat answer data. Get the corresponding response data character string as the response result data.

Further, for example, when the answer type information is "A", the answer data acquisition unit 215 performs processing based on the additional rule shown in FIG. The original answer data may be obtained from the FAQ data storage unit 202 as the answer result data. Specifically, for example, as shown in FIG. 3B, when chat question data “CQ2” is retrieved by the question information retrieval unit 212, the FAQ number acquisition unit 213 acquires the FAQ number “113”. . Then, the answer data acquisition unit 215 acquires the character string of the answer data corresponding to "A4" of the original answer data corresponding to the FAQ number "113" as the answer result data.

For example, if the answer type information is "B", the answer data acquisition unit 215 performs processing based on the additional rule shown in FIG. The data obtained by inserting the additional response data before the corresponding chat response data is acquired as the response result data. Specifically, for example, as shown in FIG. 3C, the reply data acquiring unit 215 obtains additional reply data for the reply type information "B" by adding "<please check the model>" and "applicable model". Get a string.

Further, the answer data acquisition unit 215 performs processing based on the addition rule, and adds the address of the web page of the applicable model information as a link destination to the character string "applicable model" of the additional answer data. The processing of adding a link destination to the additional response data by the response data acquisition unit 215 will be described in detail below.

Specifically, for example, the answer data acquisition unit 215 sends the FAQ number acquired by the FAQ number acquisition unit 213 to the link generation unit 219, instructs the link generation unit 219 to generate a web page for the corresponding model information, Further, the link generation unit 219 is instructed to transmit the address of the web page of the relevant model information to the response data acquisition unit 215 . Then, the response data acquisition unit 215 acquires the additional response data in which the web page address of the corresponding model information received from the link generation unit 219 is embedded as response result data. Specifically, as shown in FIG. 3C, the answer data acquisition unit 215 adds the address of the web page of the applicable model information to the link destination of the character string "applicable model" in the additional answer data. As a result, the answer result data in which the link destination is embedded in the "corresponding model" as shown in FIG. Further, when the user terminal 4 selects the "applicable model", the web page of the applicable model information generated by the link generation unit 219 as shown in FIG. It is transmitted and displayed on the user terminal 4 .

For example, when the answer type information is "C", the answer data acquisition unit 215 performs processing based on the additional rule shown in FIG. 3C, and acquires the additional answer data as the answer result data instead of the chat answer data. do. Specifically, for example, as shown in FIG. 3C, the response data acquisition unit 215 obtains, as additional response data for response type information "C", "Answers differ depending on the model." .” to get the string.

Furthermore, the response data acquisition unit 215 performs processing based on the additional rule, and adds the address of the model selection web page to the character string "here" as a link destination. The answer data acquisition unit 215 sends the FAQ number to the link generation unit 219 in the same manner as the web page of the relevant model information described above, instructs the web page for model selection, and displays the model selection information generated by the link generation unit 219. A web page address is received from the link generator 219 . Then, the response data acquisition unit 215 acquires the response result data in which the address of the received model selection web page is embedded in the additional response data. Specifically, as indicated by the additional rule and link destination information in FIG. 3C, the response data acquisition unit 215 adds the address of the model selection web page to the link destination of the character string "here" in the additional response data. do. As a result, the answer result data in which the link destination is embedded in "here" as shown in FIG. Furthermore, when "here" is selected on the user terminal 4, a model selection web page as shown in FIG. .

Furthermore, the response data acquisition unit 215 may additionally acquire, as response data, video data, product information, and data linked to support pages stored in the support data storage unit 203 .

Link generation section 219 , for example, according to an instruction from answer data acquisition section 215 , generates a web page based on the FAQ number, and sends the address of the generated web page to answer data acquisition section 215 .

Specifically, the link generation unit 219 generates the web page of the relevant model information based on the FAQ number received from the answer data acquisition unit 215 and the instruction to generate the web page of the relevant model information. The link generation unit 219 then sends the address of the web page of the relevant model information to the response data acquisition unit 215 . Specifically, for example, the link generation unit 219 receives the FAQ number “113” from the answer data acquisition unit 215, and when receiving an instruction to generate a web page for the relevant model information, responds to the FAQ number “113”. The model name information “AAA”, “BBB”, “EEE”, and “LLL” to be used is acquired from the FAQ data storage unit 202 . Then, the link generating unit 219 generates a web page of the corresponding model information in which the character strings of "AAA", "BBB", "EEE", and "LLL", which are the model names of the acquired model name information, are arranged. Furthermore, the link generation unit 219 sends the generated web page address of the corresponding model information to the response data acquisition unit 215 .

Specifically, the link generation unit 219 generates the model selection web page based on the model name information received from the answer data acquisition unit 215 and the instruction to generate the model selection web page. The link generation unit 219 then sends the address of the model selection web page to the response data acquisition unit 215 . Specifically, for example, the link generation unit 219 receives FAQ numbers “110”, “111”, and “112” from the answer data acquisition unit 215, model name information corresponding to each FAQ number, and the model name of the model name information for each FAQ number is used as a model name group, and a model selection web page is generated in which each model name group is arranged at a certain distance. Specifically, as shown in FIG. 9B, the link generation unit 219 generates model names "AAA", "BBB", "CCC", "DDD", and "EEE" corresponding to the FAQ number "110". ” is placed above the screen, and the model names “MMM”, “PPP”, and “RRR” corresponding to the FAQ number “111” are placed below it. The link generation unit 219 performs the same process for the FAQ number "112", and creates a model selection web page in which the model name group for each FAQ number is arranged at a certain distance as shown in FIG. 9(b). Generate. Here, when the link generation unit 219 generates the model selection web page, as shown in FIG. You can also change the color of the model name to

Furthermore, the link generation unit 219 acquires the address of the link destination to the page displaying the answer data of the original answer data “A1”, “A2”, and “A3” corresponding to each FAQ number, and generates the web page for model selection. Add a link destination to the model name of Here, the original response data may be a web page for the existing original response data stored in the support data storage unit 203 and conventionally provided to the user terminal 4, or the character string of the original response data may be a web page. A new web page for the original answer may be generated to be displayed at any position within.

The reply transmission data generation unit 216 generates reply transmission data by integrating the chat question data searched by the question information search unit 212 and the reply result data. Here, the reply transmission data may be character string data of chat question data and reply result data, or may be data written in HTML format. Good if

Also, the answer transmission data generation unit 216 extracts the question information acquired by the question information acquisition unit 211, the chat question data searched by the question information search unit 212, and the link destination acquired by the answer data acquisition unit 215. An answer transmission data may be generated by integrating the included answer result data.

The reply transmission data output section 217 transmits the reply transmission data generated by the reply transmission data generation section 216 to the user terminal 4 via the first server device communication section 220 . Also, the reply transmission data output section 217 may transmit not only the reply transmission data but also various other data to the user terminal 4 via the first server device communication section 220 .

(Operation flow)
FIG. 4 is a diagram showing an example of display contents of the user terminal 4 in the support system 1. As shown in FIG. 5 to 9 are examples of chat-format support page screens displayed on the user terminal 4. FIG.

The support system 1 is accessed by the user terminal 4, and the question information acquisition unit 211 of the server device 2 acquires a question input from the user terminal 4 (S101).

Then, the question information search unit 212 searches the chat data storage unit 201 for chat question data that matches or is similar to the received question text.

Then, the reply transmission data generation unit 216 generates reply transmission data by integrating the searched chat question data and the reply result data acquired by the reply data acquisition unit 215, and the reply transmission data output unit 217 The transmission data is transmitted to the user terminal 4, and the response transmission data is displayed on the user terminal 4 (S102, S103, S105).

Here, the answer result data displayed on the user terminal 4 are classified into several types, and the details thereof will be described below.

As the first type of answer result data, the answer transmission data generation unit 216 generates chat messages that match or are similar to the question text input at the user terminal 4, as shown in FIG. The chat question data and the answer result data corresponding to the chat question data are integrated to generate answer transmission data, which is transmitted to the user terminal 4, and the answer transmission data is displayed on the user terminal (S102).

Specifically, for example, as shown in FIG. 5, the reply transmission data generation unit 216 arranges the chat question data stored in the chat data storage unit 201 after "Q", Response transmission data arranged after "A" is generated, and the response transmission data is displayed on the user terminal 4. FIG. As a result, the retrieved chat question data matching or similar to the question text is displayed on the user terminal, so that the user can see what kind of chat question data the input question text corresponds to. can be grasped at a glance. In addition, the starting positions of the chat question data and the answer result data are displayed with "Q" and "A" so that these data can be distinguished. can be easily grasped.

As the second type of answer result data, the answer transmission data generation unit 216 generates a question sentence for the question sentence input at the user terminal 4, as shown in FIGS. 6A and 7A. The searched question data matching or similar to the question data and the answer result data with the link destination are integrated to generate answer transmission data, which is transmitted to the user terminal 4, and the answer transmission data is displayed on the user terminal. (S103, S105).

A case where response transmission data as shown in FIG. 6 is generated as the second response result data will be described below. Specifically, the answer transmission data generation unit 216 summarizes the retrieved chat question data that matches or is similar to the question text acquired by the answer data acquisition unit 215 and the original answer data corresponding to the chat question data. Generate summary data showing

Then, the answer transmission data generation unit 216 integrates the chat question data searched by the question information search unit 212 and the chat answer data in which the link to the web page of the original answer data is embedded in the summary data. Generate response transmission data.

Here, the summary data may be stored in the chat answer data in the chat data storage unit 201, or the answer transmission data generation unit 216 or the answer data acquisition unit 215 may extract predetermined characters from the beginning of the original answer data. up to is extracted, the extracted data is used as summary data, and may be obtained as answer result data.

Specifically, for example, as shown in FIG. 6(a), the question text input by the user terminal 4 is displayed on the upper part of the screen of the user terminal 4, and the retrieved chat question data and summary data are integrated. The answer transmission data obtained is displayed below the question (S103).

As a result, the user first sees a summary of the answer data as an answer to the question, so the user can immediately know the summary of the answer that the user wants to know.

Then, when the user terminal 4 selects the link in the response transmission data displayed on the user terminal 4 in S103, the selected input information is transmitted to the server apparatus 2, and based on the input information, the link destination is selected. The response transmission data output unit 217 transmits the web page of the original response data to the user terminal 4 . Specifically, as shown in FIG. 6B, when "here" to which the link destination in the reply transmission data is added is selected, the web page of the original reply data is displayed (S104).

Thereby, the user can know the answer data with a simpler operation because the detailed answer data is displayed only by selecting the link destination without performing a complicated operation of scrolling the answer data.

As another example of the second response result data, a case where response transmission data as shown in FIG. 7 is generated will be described below. The reply data acquisition unit 215 specifically acquires additional reply data corresponding to the reply type information in the chat data storage unit 201 . Then, the response data acquisition unit 215 instructs the link generation unit 219 to create a web page for the relevant model information, and transmits the address of the web page for the relevant model information received from the link generation unit 219 as predetermined characters in the additional response data. Acquire the data added to the column etc. as the answer result data.

Then, the reply transmission data generation unit 216 generates reply transmission data by integrating the chat question data searched by the question information search unit 212, the additional reply data, and the chat reply data corresponding to the chat question data. do.

Specifically, for example, as shown in FIG. 7(a), the question text input by the user terminal 4 is displayed on the upper part of the screen of the user terminal 4, and the searched question data for chat and the link destination are added. Response transmission data obtained by integrating the additional response data and the chat response data is displayed below the question text (S103).

As a result, the user can first see the short answer data of the chat answer data as the answer to the question, so that the user can immediately know the outline of the answer that the user wants to know.

Then, when the user terminal 4 selects the link in the reply transmission page displayed in S103, the selected input information is transmitted to the server device 2, and the link generation unit 219 generates a link based on the input information. The response transmission data output unit 217 transmits the web page of the applicable model information to the user terminal 4 . Specifically, as shown in FIG. 7B, when the "corresponding model" to which the link destination in the response transmission data is added is selected, the web page of the corresponding model information is displayed (S104). .

In addition, the user can know the answer with a simpler operation just by inputting the contents he or she wants to know as a question sentence without inputting the model name.

As the third type of answer result data, the answer transmission data generation unit 216 includes additional answer data with a link added to the question text, as shown in FIGS. 8(a) and 9(a). Generate answer result data. As the third type of answer result data, as shown in FIGS. 8B and 9B, answer pages for each model corresponding to the links in the additional answer data are generated.

A case where response transmission data as shown in FIG. 8 is generated as the third response result data will be described below. The reply data acquisition unit 215 specifically acquires additional reply data corresponding to the reply type information in the chat data storage unit 201 . Then, the response data acquisition unit 215 instructs the link generation unit 219 to create a web page for model-specific support selection, and converts the address of the web page received from the link generation unit 219 into a predetermined character string or the like in the additional response data. Acquire the added data as the answer result data.

Here, the link generation unit 219 may acquire the web page for model-specific support selection stored in the support data storage unit 203 without generating the model-specific support selection web page. Here, in the model-specific support selection web page stored in the support data storage unit 203, each model name on the web page is added with a link destination of model support information corresponding to each model name. . Model support information for each model name is stored in the support data storage unit 203 .

Then, the answer transmission data generation unit 216 generates the chat question data searched by the question information search unit 212, the additional answer data including the link to the model-specific support selection web page, and the chat question data corresponding to the chat question data. Generates response transmission data integrated with response data for

Specifically, for example, as shown in the chat screen of FIG. Response transmission data obtained by integrating the additional response data to which the link destination of the web page for selecting another support and the chat response data are integrated is displayed below the question text (S105).

As a result, the user can first see the short answer data of the chat answer data as the answer to the question, so that the user can immediately know the outline of the answer that the user wants to know.

Then, when a link in the response transmission data displayed in S105 is selected by the user terminal 4, the selected input information is transmitted to the server device 2, and the link generation unit 219 generates a link based on the input information. The response transmission data output unit 217 transmits the model-specific support selection web page to the user terminal 4 .

Specifically, as shown in FIG. 8(a), when the "model-specific support page" to which the link destination in the reply transmission data is added is selected, the model is displayed as shown in FIG. 8(b). A web page for selecting another support is displayed (S106). Here, as shown in FIG. 8B, the web page for model-specific support selection is configured so that the series name is arranged on the left side and the model name of each series is arranged on the right side. is not limited to

As a result, a list of models related to the user's question is displayed, so the user does not need to input the model name as the question text, and can know the answer to the question with a simpler operation.

In addition, since the address of the support information web page for each model is embedded in each model name in the web page for model-specific support selection, when the model name is selected by the user terminal 4, the selected input The information is transmitted to the server device 2 , and based on the input information, the response transmission data output unit 217 transmits the model support information web page for the selected model name to the user terminal 4 . Specifically, when a model name is selected in the web page for model-specific support selection in FIG. 8B, the model support information linked to the selected model name is displayed as shown in FIG. is displayed (S107).

Thus, after inputting a question, the user can know the answer by simply selecting the link destination without inputting the model name, with a simpler operation.

Here, as another example of the third answer result data, a case where answer transmission data as shown in FIG. 9 is generated will be described below. The reply data acquisition unit 215 specifically acquires additional reply data corresponding to the reply type information in the chat data storage unit 201 . Then, the response data acquisition unit 215 instructs the link generation unit 219 to create a model selection web page, and adds the address of the web page received from the link generation unit 219 to a predetermined character string or the like in the additional response data. Get data as answer result data.

Then, the answer transmission data generation unit 216 generates the chat question data searched by the question information search unit 212, the additional answer data including the link to the model selection web page, and the chat answer corresponding to the chat question data. Generate response transmission data that integrates data.

Specifically, for example, as shown in the chat screen of FIG. Response transmission data obtained by integrating the additional response data to which the link destination of the selected web page is added and the chat response data is displayed below the question text (S105).

Then, when a link in the response transmission data displayed in S105 is selected by the user terminal 4, the selected input information is transmitted to the server device 2, and the link generation unit 219 generates a link based on the input information. The response transmission data output unit 217 transmits the selected model selection web page to the user terminal 4 .

Specifically, as shown in FIG. 9(a), when "here" to which the link destination in the response transmission data is added is selected, the model selection web page is displayed as shown in FIG. 9(b). is displayed (S108). Here, as shown in FIG. 9(b), the web page for model selection has the display position of each model name group corresponding to each FAQ number fixed from the display position of the model name group corresponding to another FAQ number. Although they are displayed at a distance, the color may be changed for each model name group, and the format is not limited to this.

As a result, on the model selection web page, model names with the same answer content and other model names with different answers are placed at a certain distance on the web page, so users can select which model has the same answer. You can tell at a glance what it is.

Further, since the model name in the model selection web page is added with a link destination to the web page of the original answer data corresponding to the chat question data, when the model name is selected by the user terminal 4, the model name can be selected. The received input information is transmitted to the server device 2, and the response transmission data output unit 217 transmits a web page for original response data corresponding to the selected model name to the user terminal 4 based on the input information. Specifically, as shown in FIG. 9C, when a model name is selected in the model selection web page, the web page of the original response data linked to the selected model name is displayed ( S109).

As a result, the user can know the answer to his or her question by a simpler operation of selecting a link destination without making an inquiry to the call center.

FIG. 10 is an example of a chat-format support page screen displayed on the user terminal 4 . Specifically, FIG. 10 shows, in addition to the chat question data with the highest score among the chat question data matching or similar to the question text input at the user terminal 4, other chat question data with high scores. It is an example of a chat screen displaying a plurality of pieces of question data.

First, when the user terminal 4 accesses the support system 1 for the first time, the server device control unit 210, for example, transmits the initial message stored in the server device storage unit 200 via the first server device communication unit 220. The initial message is sent to the user terminal 4, and the user terminal 4 displays the received initial message on the upper part of the chat screen. Further, the question text entered in the "input question" area displayed at the bottom of the chat screen of the user terminal 4 is displayed below the initial message on the chat screen. Then, the question information search unit 212 searches chat question data in the chat data storage unit 201 for chat question data that matches or is similar to the input question text and has the highest score. Then, the reply transmission data generation unit 216 generates reply transmission data by integrating the chat question data with the highest score and the reply result data corresponding to the chat question data. Further, the reply transmission data output section 217 transmits the reply transmission data generated by the reply transmission data generation section 216 to the user terminal 4 via the first server device communication section 220 .

Further, the question information search unit 212 searches for a plurality of chat question data that match or are similar to the question text and have a high score among the chat question data in the chat data storage unit 201 . Then, the answer transmission data generation unit 216 generates candidate data by integrating a plurality of chat question data retrieved by the question information retrieval unit 212 . Here, the reply transmission data generation unit 216 includes link information for executing the generation of reply transmission data by integrating each chat question data and the corresponding reply result data in each chat question data of the candidate data. I don't mind. Then, the reply transmission data output section 217 transmits the candidate data generated by the reply transmission data generation section 216 to the user terminal 4 via the first server device communication section 220 . The user terminal 4 displays the received reply transmission data and candidate data below the reply transmission data on the chat screen. Here, for example, as shown in FIG. 10, the answer transmission data generation unit 216 integrates the message and the candidate data so that the message "Please also ask this question" is displayed before the candidate data. The data may be generated as candidate data.

Further, as shown in FIG. 10, when each chat question data in the candidate data displayed on the user terminal 4 includes link information for executing the generation of answer transmission data, the chat question data When the link information is selected, the reply transmission data generation unit 216 generates reply transmission data by integrating the selected chat question data and the corresponding reply result data. Then, the reply transmission data output section 217 transmits the reply transmission data to the user terminal 4 via the first server device communication section 220 , and the reply transmission data is displayed on the user terminal 4 .

As a result, the user is able to change the question data in the candidate data when the chat question data of the displayed answer transmission data is different from the question desired by the user, or when the answer result data of the answer transmission data is different from the desired answer. With a simpler operation of selecting other question data for chat, the user can easily refer to the answer result data corresponding to other question data for chat and know the answer to his own question.

As described above, the support system 1 according to one embodiment of the present invention is configured to display one type of answer data in response to a question input by the user terminal 4 . In other words, the server device 2 is configured to transmit chat answer data or the like corresponding to chat question data matching or similar to the question sentence to the user terminal 4 and finish answering. Here, as a modification of the support system 1, the answer data displayed on the user terminal 4 includes selectable options, and new answer data corresponding to the user's selection of one of the options is sent to the server device. A method of narrowing down the answers in a conversational format such as those sent from 2 to the user terminal 4 will be described below.

FIG. 11 is a diagram showing an example of the configuration of chat data in the support system 1 according to the modification of one embodiment of the present invention. FIG. 12 is a diagram showing an example of various kinds of information indicating the processing contents of the server device 2 in the support system 1 according to the modified example of the embodiment of the present invention.

Specifically, as shown in FIG. 11, the chat data storage unit 201 further includes management IDs for the chat data shown in FIG. and "I".

The management ID is a number for managing chat question data and chat answer data corresponding thereto. The management ID indicates the link destination (link information) from the character string included in the chat answer data to other chat question data and other chat answer data.

As shown in FIG. 12, the answer type information "G", "H", and "I" have additional rules, additional data, and link information corresponding to the respective answer type information. indicates the content of processing in the server device 2 . Specifically, the answer data acquisition unit 215 of the server device 2 acquires information on the additional rule, the additional data, and the link destination shown in FIG. Based on this, chat response data is obtained by adding link information to chat data corresponding to the management ID to the character string.

Here, the character string to which the management ID is added is, for example, the answer to the question contained in the chat answer data. When the chat reply data has a plurality of reply contents, a management ID is added to the character string of each reply contents. Further, the content of the question and the content of the answer may be request content requesting the user to input additional information and a list of a plurality of additional information.

Then, when the chat response data to which the link information is added is transmitted from the server device 2 to the user terminal 4, the user terminal 4 selects the response content corresponding to the link information or the content of the additional information. display as

Furthermore, when one of the options included in the chat response data is selected at the user terminal 4 , the link information added to the selected option is transmitted from the user terminal 4 to the server device 2 . Then, the answer data acquisition unit 215 of the server device 2 acquires chat question data (third question data) and chat answer data (third answer data), which are chat data of the management ID indicated by the received link information. and get. Then, the server device 2 transmits the acquired chat question data (third question data) and chat answer data (third answer data) to the user terminal 4, and the user terminal 4 receives them. display the data

That is, the user terminal 4 displays the chat response data for the input question text, and when one of the multiple responses to the question contained in the chat response data is selected, that response is selected. The question data for chat and the answer data for chat corresponding to the content of the answer are displayed.

As a result, when the user wants to know the answer to his/her own question, first, the user inputs the question on the user terminal 4, and selects one of the options included in the answer contents displayed for the question. Just by doing so, the answer you want to know will be displayed, so you can know the answer with a simpler operation.

Further, when the chat response data acquired by the response data acquisition unit 215 does not have link information, the server device 2 transmits data of the questionnaire screen to the user terminal 4, and the user terminal 4 displays the questionnaire screen. indicate. Here, the questionnaire screen is a screen for asking the user whether the answer data presented to the user was useful. The questionnaire screen is, for example, specifically the questionnaire screen 1307 shown in FIG. The user terminal 4 displays a questionnaire screen when the "questionnaire" button included in the last answer data presented to the user is selected. Also, the user terminal 4 may display a questionnaire screen together with the last response data. On the questionnaire screen, evaluation buttons “◎”, “◯”, “Δ”, and “×” are displayed to indicate the evaluation. Here, each evaluation button means, for example, "◎" means "very useful", "○" means "useful", "△" means "average", and "×" means "useless". . Then, for example, when "⊚" is selected on the questionnaire screen, the server device 2, when retrieving chat question data matching or similar to a similar question text, combines the question text and the chat question data. To make the chat data more easily searched by increasing the score indicating the degree of matching. In other words, the server device 2 adjusts the score according to each selected evaluation button, and performs processing to search for more appropriate chat question data for the input question text.

As a result, based on the results of the questionnaire, answer data with a high possibility of being more useful is presented, so that the user can know the appropriate answer more quickly.

FIG. 13 is a diagram showing a specific example of a web page in a modification of the support system 1. As shown in FIG. Specifically, based on an example of a chat-format screen displayed on the user terminal 4 in FIG. 13, the operation of the modified example of the support system 1 will be described below.

When the user terminal 4 inputs the question "The power is not turned on", a screen 1301 with a character string "The power is not turned on" is displayed. Then, the question information search unit 212 searches for chat question data that matches or is similar to the question sentence, “the power is not turned on”.

Then, as shown in FIG. 11, the answer type acquisition unit 214 acquires “G” as answer type information corresponding to the chat question data “the power does not turn on” searched by the question information search unit 212 .

Then, as shown in FIG. 12, the response data acquisition unit 215 does not acquire the data of the questionnaire screen based on the additional rule "do not display the questionnaire screen" corresponding to "G" in the response type information, and does not acquire the data of the questionnaire screen. does not transmit data of the questionnaire screen to the user terminal 4 .

Further, the answer data acquisition unit 215 provides the chat answer data corresponding to the chat question data searched by the question information search unit 212 in the same manner as the additional rule corresponding to the answer type information "A" in FIG. 3C. Result data is obtained from the chat data storage unit 201 . Specifically, the answer data acquisition unit 215 acquires chat answer data corresponding to "the power is not turned on" in the chat question data searched for the input question text. Then, the answer data acquisition unit 215 acquires the character strings of "Please check the state of the power lamp", ".It is off", and ".It is blinking" in the chat answer data. Then, based on the processing content of the additional response data "add link to management ID" corresponding to the response type information "G", the response data acquisition unit 215 adds link information indicated by the management ID "201" of the chat data is added to the character string "lights off". Similarly, the response data acquisition unit 215 adds link information indicated by the management ID “202” on the chat data to the character string “blinking”. Here, "<>" included in the chat response data indicates link information to the management ID of the chat data that matches the number sandwiched between "<" and ">".

Then, the reply transmission data generation unit 216 generates the character string "The power is not turned on" in the chat question data, and the chat reply data "Please check the state of the power lamp" and ".It is off". Response transmission data is generated by integrating the character string ".blinking" and the link information added to "lights out" and "blinking". Then, the server device 2 transmits the response transmission data to the user terminal 4, and the user terminal 4 displays the screen 1302 of FIG. 13 based on the received response transmission data. Here, the user terminal 4 displays the character string to which the link information is added in a selectable manner.

Furthermore, when the user terminal 4 selects “lights out”, the fact that “lights out” has been selected is transmitted from the user terminal 4 to the server device 2 . Then, the answer type acquisition unit 214 of the server device 2 acquires the answer type information "H" of the chat data corresponding to the management ID "201", which is the link information added to "lights out".

Then, as shown in FIG. 12, the response data acquisition unit 215 does not acquire the data of the questionnaire screen based on the additional rule "do not display the questionnaire screen" corresponding to the response type information "H", and the server apparatus 2 does not transmit data of the questionnaire screen to the user terminal 4 .

Then, the response transmission data generating unit 216 generates the chat question data and the chat response data based on the additional rule "Chat question data is not displayed together with the chat response data", which is an additional rule corresponding to the response type information "H". The response data are generated as different response transmission data. Then, the server device 2 transmits each reply transmission data to the user terminal 4 .

Specifically, the answer data acquisition unit 215 acquires the character string "The power lamp is off", which is the chat question data corresponding to the management ID "201". Then, the reply transmission data generation unit 216 generates only the character string of the chat question data "the power lamp is off" as the reply transmission data. Then, the server device 2 first transmits the response transmission data to the user terminal 4, and the user terminal 4 displays the screen 1303 of FIG. 13 based on the received response transmission data.

Next, the response data acquisition unit 215 acquires the chat response data corresponding to the management ID “201”, “There is a possibility that power is not supplied to the device. Acquire the character strings "Symptoms have improved" and "Symptoms have not improved". Further, the response data acquisition unit 215 obtains the information of “symptom improved” included in the chat response data based on the processing content of the additional response data “add link to management ID” corresponding to the response type information “H”. Add link information to the management ID “203” to the character string. Similarly, the response data acquisition unit 215 adds link information to the management ID "204" to the character string "Symptom does not improve". Then, the reply transmission data generation unit 216 generates reply transmission data by integrating the character string of the chat reply data corresponding to the selected management ID "201" and the link information to the management ID. Then, the server device 2 transmits the reply transmission data to the user terminal 4, and the user terminal 4 displays the screen 1304 of FIG. 13 based on the received reply transmission data.

Also, in the user terminal 4, when "blinking" is selected on the screen 1302, the reply transmission data generation unit 216 of the server device 2 similarly generates the link information of "blinking". A character string of chat question data corresponding to management ID "202" is generated as response transmission data based on reply type information "H" of management ID "202". Then, the server device 2 transmits the response transmission data to the user terminal 4, and the user terminal 4 displays a screen based on the received response transmission data. Further, the reply transmission data generation unit 216 adds and integrates the character string of the chat reply data corresponding to the management ID "202" and the link information corresponding to the management ID included in the chat reply data to generate reply transmission data. Generate. Then, the server device 2 transmits the response transmission data to the user terminal 4, and the user terminal 4 displays a screen based on the received response transmission data.

Here, on the screen 1302, the user terminal 4 displays the chat question data in the same screen as the chat answer data so that the chat question data searched for the input question text can be easily grasped. there is The user terminal 4 displays the chat question data and the chat answer data on screens 1303 and 1304 on separate screens. The chat question data on the screen 1303 is uniquely determined by the link information for the options selected by the user on the screen 1302 . That is, since the user does not need to confirm whether the displayed chat question data is appropriate as in the screen 1302, the user terminal 4 displays only the chat question data in the screen 1303, and the screen At 1304, only chat response data is displayed. As a result, only the content necessary for the user is displayed on the chat response data screen, so that the user can efficiently grasp the content of the response.

Here, the reply transmission data generation unit 216 of the server device 2 collectively transmits the chat question data, the chat reply data, and the reply type information "H" corresponding to the management ID "201" to the user terminal 4. good too. Then, the user terminal 4 displays the chat question data with the management ID "201" on the screen 1303 of FIG. may be displayed on the screen 1304 of FIG. The details of the configuration for collectively transmitting the chat data from the server device 2 to the user terminal 4 will be described later.

The description of the processing after the screen 1304 of FIG. 13 is displayed on the user terminal 4 will be continued.

When the user terminal 4 selects “symptom improved” on the screen 1304 , the user terminal 4 transmits to the server device 2 that “symptom improved” is selected. Then, the answer type obtaining unit 214 obtains the answer type information “I” of the chat data corresponding to the management ID “203”, which is the link information added to “symptom improved”.

Then, the response transmission data generation unit 216 generates the chat question data and the chat response data based on the additional rule "chat question data is not displayed together with the chat response data", which is an additional rule corresponding to the response type information "I". The response data are generated as different response transmission data. Then, the server device 2 transmits each reply transmission data to the user terminal 4 .

Specifically, when "Symptom improved" is selected on screen 1304, answer data acquisition unit 215 selects "Symptom improved", which is chat question data corresponding to management ID "203". Get a string. Then, the reply transmission data generation unit 216 generates only the character string of the chat question data "Symptom improved" as reply transmission data. Then, the server device 2 first transmits the response transmission data to the user terminal 4, and the user terminal 4 displays the screen 1305 of FIG. 13 based on the received response transmission data.

Next, the response data acquisition unit 215 acquires the character string "If the symptoms improve, please apply for repair.", which is the chat response data corresponding to the management ID "203". Then, the answer data acquisition unit 215 acquires the character string "questionnaire" and the link information to the questionnaire screen based on the additional rule "display the questionnaire screen" corresponding to the answer type information "I". . Then, the response transmission data generation unit 216 adds a character string of the chat response data corresponding to the selected management ID "203", a character string of "questionnaire", and a link to the questionnaire screen to the character string of "questionnaire". Generates response transmission data integrated with added information. The server device 2 then transmits the reply transmission data to the user terminal 4 . Further, the server device 2 transmits data of the questionnaire screen to the user terminal 4 . The user terminal 4 displays the screen 1306 of FIG. 13 based on the received response transmission data.

Here, the reply transmission data generation unit 216 of the server device 2 collectively transmits the chat question data, the chat reply data, and the reply type information "I" corresponding to the management ID "203" to the user terminal 4. good too. Then, the user terminal 4 displays the chat question data with the management ID "203" on the screen 1305 of FIG. may be displayed on the screen 1306 of FIG. The details of the configuration for collectively transmitting the chat data from the server device 2 to the user terminal 4 will be described later.

Then, when “Questionnaire” is selected on the user terminal 4 , the user terminal 4 displays the questionnaire screen 1307 received from the server device 2 .

Also, in the user terminal 4, when "Symptom not improved" is selected on the screen 1304, the response transmission data generation unit 216 of the server device 2 similarly generates the link information "Symptom not improved". A character string of chat question data corresponding to management ID "204" is generated as reply transmission data based on reply type information "I" of management ID "204". Then, the server device 2 transmits the response transmission data to the user terminal 4, and the user terminal 4 displays a screen based on the received response transmission data. Then, the answer data acquisition unit 215 acquires the character string "questionnaire" and the link information to the questionnaire screen based on the additional rule "display the questionnaire screen" corresponding to the answer type information "I". . Then, the response transmission data generation unit 216 adds a character string of the chat response data corresponding to the selected management ID "204", a character string of "questionnaire", and a link to the questionnaire screen to the character string of "questionnaire". Generates response transmission data integrated with added information. The server device 2 then transmits the reply transmission data to the user terminal 4 . Further, the server device 2 transmits data of the questionnaire screen to the user terminal 4 . The user terminal 4 displays a screen based on the received response transmission data, and when "questionnaire" is selected on the user terminal 4, the user terminal 4 displays the questionnaire screen 1307 received from the server device 2.

Here, the additional rule "Do not search by character input" for the answer type information "H" and "I" shown in FIG. 12 will be described below.

The chat data corresponding to the answer type information "H" and "I" is the chat data displayed in the middle of the scenario connected from the chat answer data of the answer type "G". This means that chat question data that match or are similar to the question text input in step 4 are not searched for. That is, when searching for chat question data matching or similar to the question text input at the user terminal 4, the question information searching unit 212 of the server device 2 corresponds to the answer type information “H” and “I”. Chat question data is not searched.

As a result, it is possible to prevent data from the middle of the chat data scenario from being displayed first as an answer to the question, and to display only an appropriate answer to the user's question.

In the above description, the server device 2 transmits the chat data to the user terminal 4 each time the chat data is displayed on the user terminal 4, but the present invention is not limited to this.

Here, a configuration for collectively transmitting chat data from the server device 2 to the user terminal 4 will be described below.

For example, at the timing when the server device 2 transmits the chat data searched for the question text input at the user terminal 4 to the user terminal 4, the searched chat data and the chat data included in the chat data Data corresponding to the link information are put together and transmitted to the user terminal 4 . Specifically, the server device 2 collectively transmits all other chat data related to the chat data to be transmitted and reply type information corresponding to each chat data to the user terminal 4 . In addition, the server device 2 specifically collects the chat data to be transmitted and various data such as the corresponding model information page and the model-specific support selection page shown in S104 and S106 to S109 in FIG. Send to 4.

Based on the received chat data and data corresponding to the link information included in the chat data, the user terminal 4 displays the chat data and the link information data on the display unit. Also, the user terminal 4 stores the processing contents corresponding to the answer type information shown in FIGS. , and based on the response type information and the processing content corresponding to the response type information, the chat data is displayed on the display unit. Furthermore, the user terminal 4 stores the data of the standard questionnaire screen in the storage unit (not shown) of the user terminal 4, and when the chat data of the answer type information "I" is displayed, the data from the storage unit The data of the questionnaire screen is acquired and the questionnaire screen is displayed on the display unit.

Specifically, the answer data acquisition unit 215 of the server device 2 acquires the chat data with the management ID “200”, which is the answer to the question on the screen 1301, and further acquires the answer type information “G”. Then, the response data acquisition unit 215 acquires the management IDs "201" and "202" of the link information included in the chat response data with the management ID "200", the chat data corresponding to each management ID, and each chat data. Reply type information "H" corresponding to the data is associated and obtained. Further, the response data acquisition unit 215 similarly acquires the management ID included in the chat response data, the chat data corresponding to the management ID, and the response type information of the chat data in association with each other. , and when the obtained answer type information becomes "I", the obtaining process is terminated. Here, the response data acquisition unit 215 terminates the process of acquiring the chat data, etc., when the acquired chat response data does not include the management ID, link information such as the relevant model information page, model selection page, or the like. may

In other words, specifically, as shown in FIG. 11, the answer data acquisition unit 215, when chat data with management ID “200” is searched for the input question text, A management ID, chat data corresponding to each management ID, and reply type information of each chat data are acquired in association with each other.

Then, the response transmission data generation unit 216 generates response transmission data by associating and integrating all the management IDs, the chat data corresponding to each management ID, and the response type information of each chat data. Device 2 transmits the response transmission data to user terminal 4 .

Then, the user terminal 4 receives all the received management IDs, chat data, answer type information, processing contents corresponding to the answer type information, and user selection contents on the chat data displayed on the user terminal 4. 13, screens 1302 to 1306 in FIG. 13 are displayed. Then, when the user terminal 4 displays the screen 1306 which is the reply data for chat with the management ID "203", since the reply type information of the management ID "203" is "I", based on the processing contents shown in FIG. The questionnaire screen of screen 1307 is displayed.

As a result, the server device 2 collectively transmits to the user terminal 4 the data for chat corresponding to the question text input at the user terminal 4 and the data corresponding to the link information included in the data for chat. , there is no need to receive the data from the server device 2 each time the data is displayed, and the user can know the answer in a shorter time.

Note that the server device 2 does not have to integrate all the chat data and transmit it in one communication, but may divide it into several times and transmit it.

Specifically, the answer data acquisition unit 215 of the server device 2 acquires the chat data with the management ID “200”, which is the answer to the question on the screen 1301, and further acquires the answer type information “G”. Then, the reply transmission data generation unit 216 generates reply transmission data by associating and integrating the management ID "200", the chat data corresponding to the management ID, and the reply type information, and the server device 2 Send the reply transmission data to the user terminal 4 .

Then, the user terminal 4 displays a screen 1302 in FIG. 13 based on the received management ID, chat data, answer type information, and processing contents corresponding to the answer type information. Further, the user terminal 4 transmits the management ID “201” to the server device 2 based on the selection content of the user on the chat data displayed on the user terminal 4, and the management ID acquired from the server device 2 and the chat Screens 1303 to 1304 shown in FIG. 13 are displayed based on the data for use, the answer type information, and the processing contents corresponding to the answer type information.

By repeating these processes, when the user terminal 4 displays the screen 1306 which is the chat response data of the management ID "203", the response type information of the management ID "203" is "I". A questionnaire screen of the screen 1307 is displayed based on the displayed processing contents.

That is, based on the link information selected by the user on the user terminal 4, the server device 2 collectively transmits the management ID of the link information, the chat data corresponding to the management ID, and the reply type information to the user terminal 4. do. Then, the user terminal 4 processes the received data for chat according to the processing content corresponding to the answer type information, and displays the data for chat on the display unit.

As a result, the server device 2 transmits only the necessary chat data and answer type information based on the user's selection on the user terminal 4, and does not transmit chat data related to management IDs not selected by the user. data capacity can be reduced. Then, the user can efficiently know the answer in a shorter time.

In addition, since the user terminal 4 displays the chat data based on the processing content corresponding to the answer type information, only by changing the processing content corresponding to the answer type information stored in the storage unit of the user terminal 4, The display form displayed on the user terminal 4 can be changed. In other words, without changing the chat data in the server device 2, the processing contents corresponding to the answer type information are downloaded to the user terminal 4 via the network or the like based on the specifications of the business that introduces the chat format support system. Since it is possible to change the display format, it is possible to more easily realize the display form of the chat format according to each business operator.

Here, the chat data in the chat data storage unit 201 and the FAQ data in the FAQ data storage unit 202 are not limited to question data and answer data regarding products and the like inquired to the call center. The chat data and FAQ data may be composed of, for example, the contents of questions inquired by other departments to a certain department in the company and the contents of answers to the questions.

As a result, it is possible to present responses to in-house users in a chat format to inquiries and responses between departments within the company. In other words, the data contents are not limited as long as the chat data and the FAQ data are in a data format in which two types of data are paired.

Here, the information processing device in the claims corresponds to the server device 2 in this embodiment. Further, the information processing device may be the user terminal 4, in which case the user terminal 4 itself performs the processing of the server device 2 described above. Also, the first question data corresponds to, for example, original question data. Also, the first response data corresponds to, for example, original response data. Also, the second question data corresponds to chat question data, for example. Also, the second response data corresponds to chat response data, for example. The product list data corresponds to, for example, data in which model names are listed, such as a corresponding model information page, a model-specific support selection page, and a model selection page. Also, the chat data acquisition unit corresponds to, for example, the question information search unit 212 described above.

1 support system 2 server device 3 wide area network 4 user terminal 5 narrow area network 6 operator terminal 200 server device storage unit 201 chat data storage unit 202 FAQ data storage unit 203 support data storage unit 210 server device control unit, 211 question information acquisition unit, 212 question information search unit, 213 FAQ number acquisition unit, 214 answer type acquisition unit, 215 answer data acquisition unit, 216 answer transmission data generation unit, 217 answer transmission data output unit, 218 FAQ data acquisition unit 219 link generation unit 220 first server device communication unit 230 second server device communication unit

Claims (14)

a question information acquisition unit that acquires question information from a user terminal device;
second question data obtained by summarizing the plurality of first question data similar to FAQ data having a plurality of first question data and first answer data corresponding to the first question data; a chat data acquisition unit that acquires chat data associated with second response data obtained by simplifying the contents of the first response data;
an answer data acquisition unit that acquires the second answer data corresponding to the second question data that matches or is similar to the question information;
a transmission unit configured to transmit the second response data acquired by the response data acquisition unit to the user terminal device;
An information processing device comprising: The response data acquisition unit is
2. The information processing according to claim 1, wherein link information corresponding to said second question data matching or similar to said question information is obtained, and said second answer data including said link information is obtained. Device. the FAQ data further includes model name information associated with each of the plurality of first question data;
A product list obtained by acquiring the first question data corresponding to the second question data matching or similar to the question information, and listing the model names of the model name information associated with the first question data. further comprising a generator for generating data,
3. The information processing apparatus according to claim 1, wherein said response data acquisition unit adds link information to said product list data to said second response data. The generating unit
a model name group associated with any one of the plurality of first question data corresponding to the second question data matching or similar to the question information; 4. The information processing apparatus according to claim 3, wherein the product list data is generated so as to be distinguishable from the model name group associated with any other first question data in the question data of . The information processing apparatus according to any one of claims 1 to 4, wherein the transmission unit transmits the second question data that matches or is similar to the question information to the user terminal device. an input unit for inputting a question text;
a transmission unit that transmits the question text to an information processing device;
From the information processing device, a second group of similar first question data in FAQ data having a plurality of first question data and first answer data corresponding to the first question data is summarized. a receiving unit for receiving the question data and the second answer data obtained by simplifying the content of the first answer data;
a display unit for displaying the question text, the second question data received by the receiving unit, and the second answer data;
A user terminal device comprising: The computer of the information processing device
Acquiring question information from the user terminal device,
second question data that summarizes the plurality of similar first question data in FAQ data having a plurality of first question data and first answer data corresponding to the first question data; Acquiring chat data associated with second response data obtained by simplifying the contents of the first response data,
obtaining the second answer data corresponding to the second question data matching or similar to the question information;
transmitting the acquired second response data to the user terminal device;
A control method for an information processing device, characterized by: a question information acquisition unit that acquires question information from a user terminal device;
second question data that summarizes the plurality of similar first question data in FAQ data having a plurality of first question data and first answer data corresponding to the first question data; a chat data acquisition unit that acquires chat data associated with second response data obtained by simplifying the content of the first response data;
an answer data acquisition unit that acquires the second answer data corresponding to the second question data matching or similar to the question information;
A control program for an information processing apparatus, characterized by causing a computer to function as a transmission section that transmits the second response data acquired by the response data acquisition section to the user terminal device. The chat data further includes third question data different from the second question data matching or similar to the question information, and third answer data corresponding to the third question data,
The response data acquisition unit is
3. The information processing apparatus according to claim 2, wherein link information to said third question data is added to at least a part of character strings included in said second answer data. The response data acquisition unit is
when receiving link information to the third question data from the user terminal device, obtaining the third question data and the third answer data;
The information processing apparatus according to claim 9, wherein the transmission unit transmits the third question data and the third answer data to the user terminal device. The transmission unit
When link information to fourth question data included in the chat data different from the third question data is not added to at least part of the character string included in the third answer data, 11. The information processing apparatus according to claim 10, wherein data of a questionnaire screen is transmitted to said user terminal device. The receiving unit
receiving third question data different from the second question data and third answer data corresponding to the third question data from the information processing device;
The display unit
7. The user terminal device according to claim 6, wherein the third question data and the third answer data are displayed on separate screens. The response data acquisition unit is
obtaining data corresponding to the link information included in the second response data;
The transmission unit
3. The information processing apparatus according to claim 2, wherein said second response data and data corresponding to said link information are transmitted to said user terminal device. The receiving unit
receiving the second response data and data corresponding to the link information added to the second response data from the information processing device;
The display unit
7. The user terminal device according to claim 6, wherein the data corresponding to the link information is displayed based on the selection of the link information on the display screen of the second answer data.

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