JP7331690B2 - Information processing program, information processing method, and information processing apparatus - Google Patents

Description

The present invention relates to an information processing program, an information processing method, and an information processing apparatus.

In the past, inquiries were received from service users, and service operators dealt with the received inquiries by performing multiple tasks in order according to the work flow corresponding to the received inquiries while referring to the accumulated knowledge. There is a system that Knowledge is, for example, reference information when performing a task.

As a prior art, for example, there is a technique that assigns a weight according to the difficulty of each process that constitutes a workflow, and presents the progress of the workflow using the assigned weight.

JP 2019-036279 A

However, the conventional technology causes an increase in the work load on the service operator. For example, every time a service operator carries out a task, it is difficult for the service operator to search for useful knowledge corresponding to the task to be carried out from among a huge amount of knowledge, which increases the work load.

In one aspect, an object of the present invention is to reduce the work load.

According to one embodiment, each time a search screen for searching for knowledge to be used in performing a task is displayed, a different search identifier is obtained, and in the search screen for searching for knowledge to be used in performing the first task, Assigning a search identifier acquired when displaying the search screen to one or more pieces of knowledge that have been searched and selected, and performing the second task after performing the first task In the search screen for searching for knowledge to be used, if any knowledge is searched, in addition to any of the above knowledge, other knowledge with the same search identifier as the search identifier given to any of the above knowledge An information processing program, an information processing method, and an information processing apparatus for displaying knowledge as search results are proposed.

According to one aspect, it is possible to reduce the work load.

FIG. 1 is an explanatory diagram showing a configuration example of an information processing system 100 according to an embodiment. FIG. 2 is an explanatory diagram (part 1) showing an operation example of the information processing system 100. As shown in FIG. FIG. 3 is an explanatory diagram (part 2) showing an operation example of the information processing system 100. As shown in FIG. FIG. 4 is an explanatory diagram (part 3) showing an operation example of the information processing system 100. As shown in FIG. FIG. 5 is an explanatory diagram showing a configuration example of the information processing apparatus 101. As shown in FIG. FIG. 6 is a block diagram showing a hardware configuration example of the information processing apparatus 101. As shown in FIG. FIG. 7 is an explanatory diagram showing an example of the contents of the flow data 501. As shown in FIG. FIG. 8 is an explanatory diagram showing an example of the contents of the ticket data 502. As shown in FIG. FIG. 9 is an explanatory diagram showing an example of the contents of the knowledge data 503. As shown in FIG. FIG. 10 is an explanatory diagram showing an example of the storage contents of the utilization history data 504. As shown in FIG. FIG. 11 is a block diagram showing a hardware configuration example of the user device 102. As shown in FIG. FIG. 12 is a block diagram showing a functional configuration example of the information processing apparatus 101. As shown in FIG. FIG. 13 is an explanatory diagram (Part 1) showing an operation example of displaying knowledge related to a task. FIG. 14 is an explanatory diagram (Part 2) showing an operation example of displaying knowledge related to a task. FIG. 15 is an explanatory diagram (part 3) showing an operation example of displaying knowledge related to a task. FIG. 16 is an explanatory diagram (part 1) showing an operation example of adding a tag to knowledge. FIG. 17 is an explanatory diagram (part 2) showing an operation example of adding a tag to knowledge. FIG. 18 is an explanatory diagram (part 3) showing an operation example of adding a tag to knowledge. FIG. 19 is an explanatory diagram (part 4) showing an operation example of adding a tag to knowledge. FIG. 20 is an explanatory diagram (part 1) showing an operation example of presenting the utilization status of knowledge to the service administrator. FIG. 21 is an explanatory diagram (part 2) showing an operation example of presenting the utilization status of knowledge to the service manager. FIG. 22 is an explanatory diagram (part 3) showing an operation example of presenting the utilization status of knowledge to the service administrator. FIG. 23 is an explanatory diagram (part 4) showing an operation example of presenting the utilization status of knowledge to the service manager. FIG. 24 is a flow chart showing an example of a ticket processing procedure. FIG. 25 is a flowchart (part 1) illustrating an example of a task processing procedure; FIG. 26 is a flowchart (part 2) illustrating an example of a task processing procedure; FIG. 27 is a flowchart illustrating an example of a knowledge search processing procedure; FIG. 28 is a flowchart illustrating an example of related knowledge display processing procedures. FIG. 29 is a flowchart illustrating an example of a classification model learning processing procedure. FIG. 30 is a flowchart illustrating an example of a knowledge classification processing procedure. FIG. 31 is a flowchart (part 1) illustrating an example of a dashboard display processing procedure; FIG. 32 is a flowchart (part 2) illustrating an example of a dashboard display processing procedure;

Hereinafter, embodiments of an information processing program, an information processing method, and an information processing apparatus according to the present invention will be described in detail with reference to the drawings.

(Example of information processing method according to embodiment)
First, an example of the information processing method according to the embodiment will be described with reference to FIGS. 1 to 5. FIG. FIG. 1 is an explanatory diagram showing a configuration example of an information processing system 100 according to an embodiment. In FIG. 1 , an information processing system 100 includes an information processing device 101 , a user device 102 , an operator device 103 and an administrator device 104 .

In information processing system 100 , information processing apparatus 101 , user apparatus 102 , operator apparatus 103 , and administrator apparatus 104 are connected via wired or wireless network 110 . The network 110 is, for example, a LAN (Local Area Network), a WAN (Wide Area Network), the Internet, or the like.

The information processing system 100 is a system for receiving inquiries from service users and handling the received inquiries. A service user is, for example, a user who uses a predetermined service. In the following description, service users may be simply referred to as "users." The predetermined service is, for example, a business service. The information processing system 100 is, for example, a system for implementing a support center, service desk, help desk, or the like for a given service. The inquiry may be, for example, a trouble occurrence notification automatically issued from another system.

The information processing device 101 is a computer that controls the information processing system 100 . The information processing device 101 receives an inquiry from a service user, for example. The information processing apparatus 101 transmits the received inquiry to the administrator apparatus 104, for example. Thereby, the information processing apparatus 101 enables, for example, the service administrator to refer to the inquiry. The service manager is, for example, an administrator who belongs to the operation side of a predetermined service and manages the service operator. In the following description, the service administrator may be simply referred to as "administrator". A service operator is, for example, an operator who belongs to the operation side of a given service and handles inquiries. In the following description, the service operator may be simply referred to as "operator".

The information processing apparatus 101 receives from the administrator apparatus 104, for example, a work flow for dealing with the inquiry set by the service administrator who referred to the inquiry. A workflow includes, for example, one or more phases. A phase includes, for example, one or more tasks. A task is work, for example. A work flow may specifically be a series of work procedures for responding to an inquiry for changing the display values on the screen. In this case, the work flow includes, for example, a task of confirming the screen design, a task of confirming the table referred to when the screen is displayed, and a task of changing the values in the table. The information processing apparatus 101 transmits the work flow to the operator apparatus 103, for example. As a result, the information processing apparatus 101 enables, for example, the service operator to refer to the work flow, execute tasks included in the phases forming the work flow, and respond to inquiries.

The information processing device 101 accumulates knowledge, for example. Knowledge is, for example, reference information when performing a task. The knowledge is, specifically, documents created in advance, FAQs, tickets issued in the past, and the like. Documents are, for example, maintenance materials or design documents at the time of development. A ticket is, for example, management information for managing inquiries. The information processing apparatus 101 transmits knowledge to the operator apparatus 103, for example. As a result, the information processing apparatus 101 enables the service operator to refer to and utilize the knowledge when executing a task. Referencing is browsing or confirming the contents of knowledge. Utilization is the use of knowledge in performing a task. The information processing apparatus 101 is, for example, a server or a PC (Personal Computer).

A user device 102 is a computer used by a service user. The user device 102 , for example, generates an inquiry according to the operation input of the service user and transmits it to the information processing device 101 . The user device 102 is, for example, a PC, a tablet terminal, a smart phone, or the like.

The operator device 103 is a computer used by a service operator. The operator device 103, for example, receives the work flow from the information processing device 101 and outputs it so that the service operator can refer to it. The operator device 103, for example, receives knowledge from the information processing device 101 and outputs it so that the service operator can refer to it. As a result, the operator device 103 can enable the service operator to perform tasks included in the phases forming the work flow while referring to or utilizing the knowledge. The operator device 103 is, for example, a PC, a tablet terminal, a smart phone, or the like.

Administrator device 104 is a computer used by a service administrator. The administrator device 104, for example, receives an inquiry from the information processing device 101 and outputs it so that the service administrator can refer to it. The administrator device 104 , for example, sets a work flow for dealing with an inquiry according to the operation input of the service manager, and transmits the set work flow to the operator device 103 . The administrator device 104 is, for example, a PC, a tablet terminal, a smart phone, or the like.

Although the case where the information processing apparatus 101 and the operator apparatus 103 are different apparatuses has been described here, the present invention is not limited to this. For example, the information processing device 101 may also operate as the operator device 103 . Moreover, although the case where the information processing apparatus 101 and the administrator apparatus 104 are different apparatuses has been described here, the present invention is not limited to this. For example, the information processing device 101 may also operate as the administrator device 104 .

Here, conventionally, there is a problem of increasing the work load on the service operator. For example, every time a service operator carries out a task, he or she searches for useful knowledge corresponding to the task to be carried out this time, from among a huge amount of miscellaneous knowledge.

At this time, as the amount of knowledge increases, the amount of work required to search for useful knowledge from a vast amount of miscellaneous knowledge increases, leading to an increase in the work load on the service operator. Specifically, the knowledge includes documents created in advance, FAQs, tickets issued in the past, and the like, and even if we limit ourselves to the types of documents, there are more than 120,000 pieces of knowledge, sometimes exceeding 30 GB. For this reason, there is a tendency for service operators to easily increase the amount of work when searching for useful knowledge.

Further, for example, a service operator may not be able to determine which knowledge is useful knowledge among a huge and miscellaneous knowledge. For example, if the service operator has relatively little work experience, it is difficult for the service operator to determine which knowledge is useful among a vast amount of miscellaneous knowledge. Specifically, even if the service operator confirms the content of the knowledge, it is not possible to judge whether it is useful or not, or it takes a relatively long time to judge whether it is useful or not. Tend. In this case, the service operator is expected to carry out the task without referring to the knowledge, which increases the work load on the service operator.

Also, in this case, it is thought that the service operator will search for useful knowledge from a huge and miscellaneous amount of knowledge while consulting with other service operators who have a relatively large amount of business experience. It may lead to an increase in the work burden on workers. Also, in this case, it is thought that the service operator will carry out the task without referring to knowledge while consulting with other service operators who have a relatively large amount of business experience. An increase in work load may also be caused.

In addition, appropriate clues are not set for service operators to search for useful knowledge from a huge and miscellaneous knowledge, and the amount of work when searching for useful knowledge increases. This may lead to an increase in work load on the service operator. For example, it is conceivable that appropriate tags are not assigned to the knowledge that allow determination of what task the knowledge is useful for in accordance with the content of the knowledge.

In addition, if a service operator with relatively little work experience finds it difficult to carry out tasks, his/her motivation to work tends to decline or he/she tends to quit his/her job. As a result, the work becomes more dependent on the individual, which may lead to an increase in the work load on the service operator who has a relatively large amount of work experience. Therefore, it is difficult to maintain or improve QCD (Quality/Cost/Delivery). Service managers, on the other hand, tend to want to rethink their work flow and knowledge search techniques to make it easier to find knowledge and perform tasks.

However, conventionally, it is difficult for the service manager to review the work flow and the knowledge search method, it is difficult to reduce the work load on the service operator, and the work load on the service manager is increased. There is a problem that it invites For example, the service manager will have to manually investigate which knowledge was used in the inquiries that have already been dealt with, and review the work flow and knowledge search method, increasing the work load on the service manager. It invites transformation.

Conventionally, there is also the problem that the time required for the service user to obtain an answer to the inquiry from the service operator increases. For example, when a service operator with a relatively large amount of work experience is absent, the service user cannot obtain an answer to an inquiry from the service operator, resulting in an increase in the time required to obtain an answer. . In addition, the service user cannot obtain an answer to an inquiry from the service operator when, for example, there is no available service operator, resulting in an increase in the time required to obtain an answer. In addition, it is difficult for service users to refer to, for example, vast and miscellaneous knowledge by themselves. Since it is difficult for the service user to obtain an answer to the inquiry from the service operator, the user's business is adversely affected.

From these, it is considered that there is a demand for making it easier for service operators to find appropriate knowledge when performing tasks. In addition, it is thought that there is a demand for making it easier for service managers to review work flows and knowledge search methods. And, it is considered that there is a desire for service users to quickly obtain answers to their inquiries from service operators. Here, with reference to FIGS. 2 to 4, how the information processing system 100 according to the embodiment should be preferably operated in order to meet the various demands described above will be described.

2 to 4 are explanatory diagrams showing operation examples of the information processing system 100. FIG. For example, as shown in FIG. 2, when a service operator receives an inquiry from a service user, it is preferable to view the ticket screen 201 and check the progress of the work flow and the tasks to be performed. . The ticket screen 201 displays, for example, a work flow preset by the service manager. Specifically, the ticket screen 201 displays information on each phase forming the work flow and information on tasks included in the phases.

In addition, when the service operator clicks on the task information, it is preferable that the search screen 202 that automatically presents the knowledge determined to be useful when performing the task can be viewed. It is preferable to make tasks actionable. According to this, it is determined that the service operator's desire to easily find appropriate knowledge when performing a task will be easily satisfied.

In addition, it is preferable that the service operator can record the content of the inquiry and the time required to perform the task. In addition, it is preferable that the service administrator can check the content of the inquiry and the time required to handle the inquiry. According to this, it is determined that the service manager's desire to facilitate the review of the work flow and the knowledge search method is likely to be satisfied. Next, the description of FIG. 3 will be described.

For example, as shown in FIG. 3, it is preferable that the service administrator can refer to the document list output from the information processing apparatus 101 and add tags to the documents. Further, it is preferable that the service administrator can input a tagged document to the information processing apparatus 101 . The information processing apparatus 101 reflects the input manually tagged documents in the tagging list 300 . According to this, it is determined that the service operator's desire to easily find appropriate knowledge when performing a task will be easily satisfied. Here, in order to realize the operations of the service user, service operator, and service manager shown in FIGS. 2 and 3, the information processing system 100 performs a series of operations as shown in FIG. is preferred. Next, the description of FIG. 4 will be described.

As shown in FIG. 4, the information processing system 100 preferably causes the operator device 103 to display the ticket screen 201 in response to an inquiry from the service user or a trouble notification from the ICT system. Further, when the service operator performs a task while referring to the ticket screen 201, the information processing system 100 searches for useful knowledge from the knowledge data 401, and displays the search screen 202 including the searched knowledge to the operator. It is preferable to have the device 103 display it. According to this, the information processing system 100 can make it easier for the service operator to find appropriate knowledge when performing a task.

Here, the information processing system 100 preferably accumulates utilization history data 402 indicating that knowledge was referred to or utilized when the service operator performed a task. In addition, based on the accumulated utilization history data 402, the information processing system 100 updates tags associated with knowledge in the knowledge data, or adds new tags to knowledge to which tags have not been assigned in the knowledge data. preferably. According to this, the information processing system 100 can make it easier for the service operator to find appropriate knowledge when performing a task.

Further, the information processing system 100 preferably causes the administrator device 104 to display a dashboard screen 410 based on the accumulated utilization history data 402 . The dashboard screen 410 displays the number of references to knowledge, the number of uses of knowledge, the rate of use of knowledge, the time required to perform tasks, the time required to deal with inquiries, and the like. . According to this, the information processing system 100 can visualize the utilization status of knowledge so that the service manager can grasp it. The utilization status of knowledge includes, for example, a situation in which knowledge is not used because it is not referred to, a situation in which knowledge is referred but is not used, and a situation in which knowledge is referred to and used. Therefore, the information processing system 100 can make it easier for the service manager to review the work flow and the knowledge search method.

Next, a configuration example of the information processing apparatus 101 in the information processing system 100 according to the embodiment, which implements the operation examples shown in FIGS. 2 to 4, will be described with reference to FIG. FIG. 5 is an explanatory diagram showing a configuration example of the information processing apparatus 101. As shown in FIG. As shown in FIG. 5 , the information processing apparatus 101 has flow data 501 , ticket data 502 , knowledge data 503 , usage history data 504 and tagging list 505 . The information processing apparatus 101 also has a search model 506 and a classification model 507 .

The information processing device 101 causes the operator device 103 to display a ticket screen 511 based on the flow data 501 and the ticket data 502 . The information processing device 101 displays a search screen 512 . The information processing apparatus 101 acquires the operation input of the service operator on the search screen 512 from the operator apparatus 103, and based on the knowledge data 503, using the search model 506, it is judged useful when executing the task. Search for knowledge that The information processing apparatus 101 causes the operator apparatus 103 to display a search screen 512 including the searched knowledge.

The information processing device 101 acquires the service operator's operation input on the search screen 512 from the operator device 103 and updates the utilization history data 504 . The information processing apparatus 101 generates a classification model 507 based on the utilization history data 504 and the tagging list 505 . The information processing apparatus 101 automatically assigns tags to knowledge using the generated classification model 507 . The information processing apparatus 101 causes the administrator apparatus 104 to display a dashboard screen 513 based on the usage history data 504 . A dashboard screen 513 shows the utilization status of knowledge.

As described above, the information processing apparatus 101 enables the service operator to handle inquiries according to the work flow. The information processing apparatus 101 enables the service operator to refer to knowledge that is judged to be useful when performing a task, facilitates task execution, and reduces the workload on the service operator. reduction can be achieved. Therefore, when a service operator performs a task, it becomes easier for the service operator to find appropriate knowledge from among a large amount of miscellaneous knowledge, and the task can be performed more easily, thereby reducing the work load.

In addition, even if the service operator has relatively little work experience, when performing a task, it becomes easier to find appropriate knowledge from a vast amount of miscellaneous knowledge. Tasks can be carried out without consultation with a person. Therefore, the information processing apparatus 101 can reduce the workload of other service operators. In addition, the information processing apparatus 101 can make it easier for the service operator to carry out tasks, suppress a decline in motivation for work, and make it easier to maintain or improve QCD.

In addition, the information processing apparatus 101 can make it easier for the service operator to utilize appropriate knowledge, and can improve the probability that the service manager does not need to review the work flow and knowledge search method. . Therefore, the information processing apparatus 101 can reduce the work load on the service manager. In addition, the information processing apparatus 101 can make it easier for the service operator to perform tasks based on appropriate knowledge, and reduce the time required for the service user to obtain an answer to an inquiry from the service operator. reduction can be achieved.

In addition, the information processing apparatus 101 can automatically add tags to knowledge, accurately search for knowledge that is judged to be useful when performing a task, and make it available for the service operator to refer to. Therefore, when a service operator performs a task, it becomes easier for the service operator to find appropriate knowledge from among a large amount of miscellaneous knowledge, and the task can be performed more easily, thereby reducing the work load. In addition, the information processing apparatus 101 can make it easier for the service manager to review the work flow and the knowledge search method using the dashboard screen 513 . Therefore, the information processing apparatus 101 can reduce the work load on the service manager. In addition, the service manager can review the work flow and knowledge search method to reduce the work load on the service operator.

(Hardware Configuration Example of Information Processing Device 101)
Next, a hardware configuration example of the information processing apparatus 101 will be described with reference to FIG.

FIG. 6 is a block diagram showing a hardware configuration example of the information processing apparatus 101. As shown in FIG. 6, the information processing apparatus 101 has a CPU (Central Processing Unit) 601 , a memory 602 , a network I/F (Interface) 603 , a recording medium I/F 604 and a recording medium 605 . Also, each component is connected by a bus 600 .

Here, the CPU 601 controls the entire information processing apparatus 101 . The memory 602 has, for example, a ROM (Read Only Memory), a RAM (Random Access Memory), a flash ROM, and the like. Specifically, for example, a flash ROM or ROM stores various programs, and a RAM is used as a work area for the CPU 601 . A program stored in the memory 602 is loaded into the CPU 601 to cause the CPU 601 to execute coded processing.

Network I/F 603 is connected to network 110 through a communication line, and is connected to other computers via network 110 . A network I/F 603 serves as an internal interface with the network 110 and controls input/output of data from other computers. The network I/F 603 is, for example, a modem or LAN adapter.

A recording medium I/F 604 controls reading/writing of data from/to the recording medium 605 under the control of the CPU 601 . The recording medium I/F 604 is, for example, a disk drive, an SSD (Solid State Drive), a USB (Universal Serial Bus) port, or the like. A recording medium 605 is a nonvolatile memory that stores data written under control of the recording medium I/F 604 . The recording medium 605 is, for example, a disk, semiconductor memory, USB memory, or the like. The recording medium 605 may be removable from the information processing apparatus 101 .

The information processing apparatus 101 may have, for example, a keyboard, a mouse, a display, a printer, a scanner, a microphone, a speaker, etc., in addition to the components described above. Further, the information processing apparatus 101 may have a plurality of recording medium I/Fs 604 and recording media 605 . Also, the information processing apparatus 101 may not have the recording medium I/F 604 and the recording medium 605 .

(Stored contents of flow data 501)
Next, an example of the contents of the flow data 501 will be described with reference to FIG. The flow data 501 is implemented, for example, by a storage area such as the memory 602 or recording medium 605 of the information processing apparatus 101 shown in FIG.

FIG. 7 is an explanatory diagram showing an example of the contents of the flow data 501. As shown in FIG. As shown in FIG. 7, the flow data 501 has fields of flow name, phase ID, phase name, phase description, task ID, task name, and task description. The flow data 501 stores task data as a record 700-a by setting information in each field for each task. a is any integer.

The flow name field is set with a flow name that identifies a work flow for dealing with an inquiry. A phase ID that identifies one of the phases that form the workflow is set in the phase ID field. The phase name field is set with a phase name that identifies one of the phases forming the work flow. The phase description field is set with a phase description indicating the work content of one of the phases forming the work flow.

The task ID field is set with a task ID that identifies any task included in any phase forming the work flow. The task name field is set with a task name that identifies any task included in any phase forming the work flow. The task description field is set with a task description indicating the work content of any task included in any of the phases forming the work flow.

(Stored content of ticket data 502)
Next, an example of the contents of the ticket data 502 will be described with reference to FIG. The ticket data 502 is realized, for example, by a storage area such as the memory 602 or recording medium 605 of the information processing apparatus 101 shown in FIG.

FIG. 8 is an explanatory diagram showing an example of the contents of the ticket data 502. As shown in FIG. As shown in FIG. 8, the ticket data 502 includes a ticket ID, a question sentence, an answer sentence, the number of uses (tickets), the number of uses (FAQ), the number of uses (documents), the response time, the task It has a field with corresponding time for each. The response time field for each task is, for example, a task 1 response time field, a task 2 response time field, and the like. Ticket data 502 is stored as record 1100-b by setting information in each field for each inquiry. b is any integer.

A ticket ID for identifying a ticket, which is management information for managing inquiries, is set in the ticket ID field. The question field is set with a question as an inquiry. An answer sentence to the inquiry is set in the answer sentence field.

The number of uses (tickets) field is set with the number of past tickets used as knowledge when dealing with inquiries. In the field of the number of uses (FAQ), the number of times the FAQ, which is knowledge, is used when dealing with inquiries is set. The field of the number of uses (documents) is set with the number of times the documents that serve as knowledge were used when dealing with inquiries.

The response time field contains the amount of time it took to respond to the inquiry. The time required for executing the task is set in the corresponding time field for each task. Specifically, the required time required to complete the execution of the i-th task is set in the corresponding time field of the task i. i is any integer.

The ticket data 502 may further have fields for reference count (ticket), reference count (FAQ), and reference count (document). The number of references (tickets) field is set with the number of references to past tickets that serve as knowledge when dealing with inquiries. The reference count (FAQ) field is set with the number of times the FAQ, which serves as knowledge, was referred to when dealing with an inquiry. The reference count (document) field is set with the number of references to a document that serves as knowledge when dealing with an inquiry.

(Stored content of knowledge data 503)
Next, an example of the contents of the knowledge data 503 will be described with reference to FIG. The knowledge data 503 is realized, for example, by a storage area such as the memory 602 or recording medium 605 of the information processing apparatus 101 shown in FIG.

FIG. 9 is an explanatory diagram showing an example of the contents of the knowledge data 503. As shown in FIG. As shown in FIG. 9, the knowledge data 503 has fields of knowledge ID, knowledge title, knowledge content, knowledge path, and knowledge tag. Knowledge data 503 is stored as record 900-c by setting information in each field for each knowledge. c is any integer.

A knowledge ID for identifying knowledge is set in the knowledge ID field. A title given to the knowledge is set in the knowledge title field. The content of knowledge is set in the knowledge content field. In the example of FIG. 9, description of the content of knowledge is omitted.

For example, if the knowledge is a ticket in the past, the content of the knowledge is the content of the inquiry included in the ticket. The content of knowledge is, for example, the content of a question if the knowledge is FAQ. The content of knowledge is, for example, the content of a document if the knowledge is a document. Documents are, for example, maintenance materials or design documents at the time of development.

Path information indicating the location of the knowledge is set in the knowledge path field. A tag assigned to the knowledge is set in the knowledge tag field. If the knowledge has not yet been tagged, the knowledge's tag field is set to (none). Knowledge tags are assigned, for example, manually or automatically.

(Stored contents of utilization history data 504)
Next, an example of the storage contents of the utilization history data 504 will be described with reference to FIG. 10 . The usage history data 504 is implemented by, for example, a storage area such as the memory 602 or the recording medium 605 of the information processing apparatus 101 shown in FIG.

FIG. 10 is an explanatory diagram showing an example of the storage contents of the utilization history data 504. As shown in FIG. As shown in FIG. 10, the utilization history data 504 includes ticket IDs, question texts, flow names, phase IDs, phase names, task IDs, task names, task descriptions, knowledge IDs, It has fields for display order, session ID, and utilization method. The usage history data 504 is stored as a record 1000-d by setting information in each field for each ticket. d is any integer.

A ticket ID for identifying a ticket is set in the ticket ID field. A ticket is management information for managing inquiries. The question text field is set with a question text that is an inquiry managed by a ticket.

The flow name field is set with a flow name that identifies the work flow used to handle the inquiry. A phase ID that identifies one of the phases that form the workflow is set in the phase ID field. The phase name field is set with a phase name that identifies one of the phases forming the work flow.

The task ID field is set with a task ID that identifies any task included in any phase forming the work flow. The task name field is set with a task name that identifies any task included in any phase forming the work flow. The task description field is set with a task description indicating the work content of any task included in any of the phases forming the work flow.

A knowledge ID for identifying knowledge is set in the knowledge ID field. In the display order field, the display order of the knowledge displayed on the search screen 512 when dealing with inquiries managed by tickets is set. The session ID field is set with a session ID generated in response to displaying the search screen 512 when dealing with an inquiry managed by a ticket. A session ID is information for grouping knowledge searched, referred to, and utilized on the same search screen 512 .

Flag information indicating whether the knowledge was referred to or utilized is set in the utilization method field. For example, if the knowledge is referenced but not utilized, Clicked is set in the utilization method field. Specifically, Clicked is set in the utilization method field when link information displayed in association with knowledge is clicked. For example, when the knowledge is referred to and utilized, Utilized is set in the utilization method field. Specifically, Utilized is set in the utilization method field when the “utilization button” displayed in association with the knowledge is clicked.

The flow data 501, the ticket data 502, the knowledge data 503, and the usage history data 504 may not have any of the fields described above, or may have fields other than the fields described above. It may have fields.

(Hardware Configuration Example of User Device 102)
Next, a hardware configuration example of the user device 102 included in the information processing system 100 shown in FIG. 1 will be described with reference to FIG.

FIG. 11 is a block diagram showing a hardware configuration example of the user device 102. As shown in FIG. 11, user device 102 has CPU 1101 , memory 1102 , network I/F 1103 , recording medium I/F 1104 , recording medium 1105 , display 1106 , and input device 1107 . Also, each component is connected by a bus 1100 .

Here, the CPU 1101 controls the entire user device 102 . The memory 1102 has, for example, ROM, RAM and flash ROM. Specifically, for example, a flash ROM or ROM stores various programs, and a RAM is used as a work area for the CPU 1101 . A program stored in the memory 1102 is loaded into the CPU 1101 to cause the CPU 1101 to execute coded processing.

A network I/F 1103 is connected to the network 110 through a communication line, and is connected to other computers via the network 110 . A network I/F 1103 serves as an internal interface with the network 110 and controls input/output of data from other computers. The network I/F 1103 is, for example, a modem or LAN adapter.

A recording medium I/F 1104 controls reading/writing of data from/to the recording medium 1105 under the control of the CPU 1101 . A recording medium I/F 1104 is, for example, a disk drive, an SSD, a USB port, or the like. A recording medium 1105 is a nonvolatile memory that stores data written under the control of the recording medium I/F 1104 . The recording medium 1105 is, for example, a disk, semiconductor memory, USB memory, or the like. The recording medium 1105 may be removable from the user device 102 .

The display 1106 displays data such as documents, images, function information, as well as cursors, icons or toolboxes. The display 1106 is, for example, a CRT (Cathode Ray Tube), a liquid crystal display, an organic EL (Electroluminescence) display, or the like. The input device 1107 has keys for inputting characters, numbers, various instructions, etc., and inputs data. The input device 1107 may be a keyboard, a mouse, or the like, or may be a touch panel type input pad or numeric keypad.

The user device 102 may have, for example, a printer, a scanner, a microphone, a speaker, etc., in addition to the components described above. Also, the user device 102 may have a plurality of recording medium I/Fs 1104 and recording media 1105 . Also, the user device 102 may not have the recording medium I/F 1104 and the recording medium 1105 .

(Hardware Configuration Example of Operator Device 103)
A hardware configuration example of the operator device 103 included in the information processing system 100 shown in FIG. 1 is the same as the hardware configuration example of the user device 102 shown in FIG. 11, so description thereof will be omitted.

(Hardware Configuration Example of Administrator Device 104)
A hardware configuration example of the administrator device 104 included in the information processing system 100 shown in FIG. 1 is the same as the hardware configuration example of the user device 102 shown in FIG.

(Example of functional configuration of information processing apparatus 101)
Next, a functional configuration example of the information processing apparatus 101 will be described with reference to FIG. 12 .

FIG. 12 is a block diagram showing a functional configuration example of the information processing apparatus 101. As shown in FIG. Information processing apparatus 101 includes storage unit 1200 , acquisition unit 1201 , learning unit 1202 , provision unit 1203 , search unit 1204 , recording unit 1205 , analysis unit 1206 , and output unit 1207 .

The storage unit 1200 is implemented by, for example, a storage area such as the memory 602 or recording medium 605 shown in FIG. A case where the storage unit 1200 is included in the information processing apparatus 101 will be described below, but the present invention is not limited to this. For example, the storage unit 1200 may be included in a device different from the information processing apparatus 101 and the storage contents of the storage unit 1200 may be referenced from the information processing apparatus 101 .

Acquisition unit 1201 to output unit 1207 function as an example of a control unit. Specifically, for example, the acquisition unit 1201 to the output unit 1207 cause the CPU 601 to execute a program stored in a storage area such as the memory 602 or the recording medium 605 shown in FIG. to realize its function. The processing result of each functional unit is stored in a storage area such as the memory 602 or recording medium 605 shown in FIG. 6, for example.

The storage unit 1200 stores various information that is referred to or updated in the processing of each functional unit. The storage unit 1200 stores, for example, inquiries from service users.

The storage unit 1200 stores knowledge, for example. Knowledge is, for example, reference information used by a service operator when the service operator performs a task in response to an inquiry from a service user. A service operator is a worker who performs a task. Knowledge is referred to or utilized by, for example, the service operator. Knowledge is, specifically, documents, FAQs, tickets, etc. that have been created in advance. A ticket is, for example, management information for managing inquiries.

The storage unit 1200 specifically stores the content of knowledge. The storage unit 1200 stores, for example, knowledge and tags attached to the knowledge in association with each other. A tag is, for example, information used for classification of knowledge. The tag is attached manually or by the attachment unit 1203, for example. The storage unit 1200 stores, for example, the location and name of knowledge. The location and name of knowledge are represented by the full path of the knowledge.

The storage unit 1200 stores reference results, for example. The reference performance indicates, for example, that knowledge was referred to. Specifically, the reference results refer to the knowledge retrieved when the service operator performs tasks in response to inquiries from service users, and is referred to by the service operator when the service operator performs tasks. stored if Specifically, the storage unit 1200 stores the reference performance in association with the task.

The storage unit 1200 stores, for example, usage records. The utilization track record indicates, for example, that the knowledge was referred to and utilized. Specifically, the utilization record is that the knowledge searched when the service operator performs the task in response to the inquiry from the service user is utilized by the service operator when the service operator performs the task. stored if Specifically, the storage unit 1200 stores the utilization record in association with the task.

Acquisition unit 1201 acquires various types of information used for processing of each functional unit. Acquisition unit 1201 stores various kinds of acquired information in storage unit 1200 or outputs the information to each functional unit. Further, the acquisition unit 1201 may output various information stored in the storage unit 1200 to each functional unit. Acquisition unit 1201 acquires various types of information, for example, based on an operation input by a service operator or a service manager. The acquisition unit 1201 may receive various types of information from a device different from the information processing device 101, for example.

Acquisition unit 1201 acquires an inquiry. Acquisition unit 1201 receives an inquiry from user device 102, for example. The acquisition unit 1201 may acquire the inquiry based on the operation input of the service operator or service manager.

The acquisition unit 1201 acquires tags to be assigned to knowledge. Acquisition unit 1201 receives, for example, a tag to be attached to knowledge from operator device 103 or administrator device 104 . The acquisition unit 1201 may acquire a tag to be attached to knowledge based on an operation input by a service operator or service manager.

The acquisition unit 1201 receives an input of knowledge to be newly tagged. Acquisition unit 1201 receives, for example, knowledge to which a new tag is to be attached from operator device 103 or administrator device 104 . The acquisition unit 1201 may acquire knowledge to which a new tag is to be assigned based on an operation input by a service operator or a service manager.

Acquisition unit 1201 may receive a start trigger for starting processing of any of the functional units. The start trigger is, for example, a predetermined operation input by the service operator or service manager. The start trigger may be, for example, reception of predetermined information from another computer. The start trigger may be, for example, the output of predetermined information by any of the functional units.

Acquisition unit 1201 receives, for example, a periodically issued signal as a start trigger for starting processing by learning unit 1202 and imparting unit 1203 . The obtaining unit 1201 receives, for example, the fact that an inquiry has been obtained as a trigger for starting processing by the searching unit 1204 and the recording unit 1205 . The acquisition unit 1201 receives, for example, a periodically issued signal as a trigger for starting the processing of the analysis unit 1206 .

A learning unit 1202 generates a learning model. A learning model is, for example, a model that outputs a tag corresponding to input vector information. Specifically, the learning model is the classification model 1610 described later. Vector information is, for example, information obtained from knowledge. For example, the learning unit 1202 learns using learning data in which vector information representing characteristics of a character string obtained by combining the location, name, and content of knowledge and tags attached to the knowledge are associated with each other. Generate a model. For example, the location, name, and content of knowledge may be combined as they are, or the location, name, and content of knowledge may be processed and then combined.

Specifically, the learning unit 1202 arranges bit information indicating whether or not each word of a plurality of predetermined words appears in a character string obtained by combining the location, name, and content of knowledge. , to generate vector information. Then, the learning unit 1202 generates a learning model using learning data in which the generated vector information is associated with the tag attached to the knowledge. As a result, the learning unit 1202 can generate a learning model capable of estimating tags that are determined to be appropriate to be added to knowledge.

The learning unit 1202 associates, for example, vector information representing characteristics of a character string obtained by combining the location, name, and content of knowledge used when executing a task with tags attached to the knowledge. A learning model may be generated using the attached learning data. More specifically, the learning unit 1202 acquires vector information representing the characteristics of character strings obtained by combining the location, name, and content of the knowledge used in executing the task, and the tags attached to the knowledge. You may generate|occur|produce a learning model using the learning data which corresponded. As a result, the learning unit 1202 can use learning data that includes tags that are judged to appropriately enable knowledge searches because they are actually used, and generates a learning model that can accurately estimate tags. be able to.

The learning unit 1202 acquires, for example, vector information representing the characteristics of a character string obtained by combining the location, name, and content of knowledge to which a tag specified by a service operator or a service administrator has been assigned, and the tag and vector information. You may generate|occur|produce a learning model using the learning data which corresponded. As a result, the learning unit 1202 can use learning data including tags that are determined to enable appropriate knowledge searches because they are specified by the service operator or the service manager, and can accurately estimate the tags. A learning model can be generated. Although the case where the learning unit 1202 generates vector information has been described here, the present invention is not limited to this. For example, the learning unit 1202 may receive vector information from another computer. Further, for example, the learning unit 1202 may acquire vector information based on the operation input of the operator of the information processing apparatus 101 .

The assigning unit 1203 assigns a tag to target knowledge. For example, the assigning unit 1203 assigns a tag obtained as a result of inputting vector information representing characteristics of a character string obtained by combining the location, name, and content of the target knowledge into the generated learning model. Give knowledge.

For example, the adding unit 1203 arranges bit information indicating whether or not each word of a plurality of words appears in a character string obtained by combining the location, name, and content of the target knowledge, and generates vector information. to generate Then, the assigning unit 1203 assigns the tag obtained as a result of inputting the generated vector information to the generated learning model to the target knowledge. Thereby, the assigning unit 1203 can assign a tag, which is judged appropriate to be assigned to the knowledge, to the knowledge.

The assigning unit 1203 assigns, to knowledge, a tag assigned to a task executed using knowledge among a plurality of tagged tasks. The assigning unit 1203 assigns to knowledge, for example, a tag assigned to a task performed by referring to or utilizing knowledge among a plurality of tagged tasks. As a result, the assigning unit 1203 can automatically assign tags to knowledge even before generating a learning model, thereby reducing the workload. Further, the assigning unit 1203 can assign tags to the knowledge used when performing the task, can generate learning data, and can generate a learning model capable of accurately estimating tags. can.

The adding unit 1203 may add a tag specified by the service operator or the service administrator to knowledge specified by the service operator or the service administrator. As a result, the granting unit 1203 can generate learning data including tags that are determined to appropriately enable knowledge searches because they are specified by the service operator or the service manager, and the tags can be accurately retrieved. A learning model that can be estimated can be generated.

The search unit 1204 generates narrowing conditions. A narrowing-down condition is, for example, one or more tags. Specifically, the narrowing-down condition is generated from the name of the task to be executed in response to the inquiry. Specifically, the search unit 1204 generates a narrowing-down condition from the name of the task. More specifically, the search unit 1204 generates one or more tags as narrowing conditions based on nouns extracted from task names. A tag is, for example, a noun. As a result, the search unit 1204 can generate a narrowing-down condition for improving the accuracy of searching for knowledge used when executing a task.

The search unit 1204 searches for knowledge based on the service user's operation input on the search screen 512 . The search screen 512 is displayed on the user device 102 by the display unit, for example. The search screen 512 is, for example, a screen for searching for knowledge used when performing a task. The search unit 1204 searches for knowledge related to the first task from among the plurality of knowledge, for example, based on the first narrowing-down condition. A first narrowing condition is generated based on, for example, the first task. Specifically, the first narrowing condition is generated from the name of the first task. Specifically, the search unit 1204 searches for knowledge to which a tag serving as a first narrowing-down condition has been added, as knowledge related to the first task, from among the plurality of knowledge. As a result, the search unit 1204 can allow the service operator to refer to the knowledge used when executing the task.

The search unit 1204 searches for knowledge related to the first task from a plurality of knowledge based on, for example, the inquiry, the work content of the first task, and the first narrowing-down condition. Specifically, the search unit 1204 sets a combination of the inquiry and the work content of the first task in the search sentence. Then, the search unit 1204 searches for the knowledge corresponding to the set search sentence among the knowledge to which the tag serving as the first narrowing condition is attached from among the plurality of knowledge, as the knowledge related to the first task. do. As a result, the search unit 1204 can allow the service operator to refer to the knowledge used when executing the task.

For example, the search unit 1204 determines whether any of the searched knowledge related to the first task was used by the service operator when performing the first task. Here, if the search unit 1204 determines that any of the knowledge has been used by the service operator, the search unit 1204 sets a second narrowing condition for searching for any of the knowledge stored in association with any of the knowledge. identify. The second narrowing-down condition is, for example, a tag stored in association with any knowledge. Then, the search unit 1204 searches for knowledge related to the second task from among the plurality of knowledge based on the specified second narrowing-down condition. More specifically, the search unit 1204 searches for knowledge related to the second task, to which a tag included in the second narrowing-down condition is assigned, from among a plurality of knowledge to which tags are assigned. As a result, the search unit 1204 can allow the service operator to refer to the knowledge used when executing the task.

For example, the search unit 1204 determines whether any of the searched knowledge related to the first task was used by the service operator when performing the first task. Here, if the search unit 1204 determines that any of the knowledge has been used by the service operator, the search unit 1204 sets a second narrowing condition for searching for any of the knowledge stored in association with any of the knowledge. to specify conditions that are not included in the first narrowing-down condition. The second narrowing-down condition is, for example, a tag stored in association with any knowledge. Then, the search unit 1204 searches for knowledge related to the second task from among the plurality of knowledge based on the specified condition. More specifically, the search unit 1204 retrieves the second knowledge that is included in the second narrowing-down condition and not included in the first narrowing-down condition from among a plurality of tagged knowledge. Search for knowledge related to a task. As a result, the search unit 1204 can allow the service operator to refer to the knowledge used when executing the task.

The search unit 1204, for example, based on the conditions included in the second narrowing-down condition but not included in the first narrowing-down condition, the inquiry, the work content of the second task, and the third narrowing-down condition , retrieve knowledge related to the second task from among a plurality of knowledge. A third narrowing condition is generated, for example, based on the second task. Specifically, the third narrowing condition is generated from the name of the second task. Specifically, the search unit 1204 sets a combination of the inquiry and the work content of the second task in the search sentence. Then, the search unit 1204 retrieves knowledge corresponding to the set search sentence from among the plurality of pieces of knowledge to which tags that are included in the second narrowing-down condition but not included in the first narrowing-down condition are added. as knowledge related to the second task. As a result, the search unit 1204 can allow the service operator to refer to the knowledge used when executing the task.

The recording unit 1205 acquires a different search identifier each time the search screen 512 is displayed. The search identifier is an identifier for grouping one or more pieces of knowledge searched on the same search screen 512 and selected by the service operator. Acquisition is, for example, generation. The acquisition timing is, for example, when the search screen 512 is displayed. The acquisition timing may be, for example, when the search identifier is used when the search screen 512 is displayed.

The recording unit 1205 obtains by generating a different search identifier each time the search screen 512 is displayed, for example. The recording unit 1205 may change the search identifier, for example, when the search screen 512 transitions to a screen for a purpose other than search. A search identifier may be obtained. For example, the recording unit 1205 may change the search identifier when closing the search screen 512, and then acquire the changed search identifier when the search screen 512 is newly displayed. may As a result, the recording unit 1205 can group one or more pieces of knowledge that are likely to be used at the same timing and for the same purpose.

The recording unit 1205 stores one or more pieces of knowledge searched and selected on the search screen 512 for searching for knowledge to be used when executing the third task. Give an identifier. As a result, the recording unit 1205 can group one or more pieces of knowledge that are likely to be used at the same timing and for the same purpose.

The recording unit 1205 further assigns a task identifier that identifies the third task to one or more pieces of knowledge. As a result, the recording unit 1205 can group one or more pieces of knowledge that are likely to be used at the same timing and for the same purpose.

After performing the third task, the recording unit 1205 further specifies other knowledge when any knowledge is retrieved on the search screen 512 for searching knowledge used when performing the fourth task. do. The third task and the fourth task may be the same task. The recording unit 1205, for example, identifies other knowledge given the same search identifier as one of the knowledge. Then, the recording unit 1205 sets the identified other knowledge in the search result in addition to any of the knowledge. As a result, the recording unit 1205 can output the searched knowledge and other knowledge that is likely to be used at the same timing and for the same purpose as the search result. The recording unit 1205 can make it easier for the service operator to refer to useful knowledge when performing a task.

For example, the recording unit 1205 identifies other knowledge to which at least one of the one or more search identifiers assigned to any knowledge has the same search identifier as the search identifier. Then, the recording unit 1205 sets the identified other knowledge in the search result in addition to any of the knowledge. As a result, the recording unit 1205 can output the searched knowledge and other knowledge that is likely to be used at the same timing and for the same purpose as the search result. The recording unit 1205 can make it easier for the service operator to refer to useful knowledge when performing a task.

For example, the recording unit 1205 stores other knowledge to which the same search identifier as the search identifier given to any knowledge and the same task identifier as the task identifier given to any knowledge is given. identify. Then, the recording unit 1205 sets the identified other knowledge in the search result in addition to any of the knowledge. As a result, the recording unit 1205 can output the searched knowledge and other knowledge that is likely to be used at the same timing and for the same purpose as the search result. The recording unit 1205 can make it easier for the service operator to refer to useful knowledge when performing a task.

The recording unit 1205, for example, identifies other knowledge that has at least one of the assigned search identifiers identical to any one of the knowledge, and at least one of the assigned task identifiers of which is the same. do. Other knowledge has, for example, the same search identifier as at least one of the one or more search identifiers assigned to any knowledge. Further, other knowledge is given a task identifier that is the same as at least one of the one or more task identifiers given to any knowledge, for example. Then, the recording unit 1205 sets the identified other knowledge in the search result in addition to any of the knowledge. As a result, the recording unit 1205 can output the searched knowledge and other knowledge that is likely to be used at the same timing and for the same purpose as the search result. The recording unit 1205 can make it easier for the service operator to refer to useful knowledge when performing a task.

When the service operator refers to the knowledge retrieved when the service operator executes the task in response to the inquiry, the analysis unit 1206 associates the reference record indicating that the knowledge was referenced with the task. is stored in the storage unit 1200. As a result, the analysis unit 1206 can accumulate reference results so that the service administrator can examine whether or not the knowledge can be appropriately referenced or utilized.

When the service operator utilizes the knowledge retrieved when the service operator executes the task in response to the inquiry, the analysis unit 1206 records the utilization record indicating that the knowledge was referenced and utilized. , is stored in the storage unit 1200 in association with the task. For example, when link information displayed in association with knowledge is used, the analysis unit 1206 determines that the knowledge has been referred to by the service operator. Link information is, for example, an address. As a result, the analysis unit 1206 can accumulate utilization results so that the service manager can examine whether or not the knowledge can be appropriately referred to or utilized.

The analysis unit 1206 stores the knowledge display order in the storage unit 1200 in association with the task when the knowledge retrieved when the service operator performs the task in response to the inquiry is displayed. For example, the analysis unit 1206 determines that the knowledge has been utilized by the service operator when performing the task, when an operation indicating that the knowledge has been utilized has been received in the reception area displayed in association with the knowledge. The reception area is, for example, an area that receives an operation indicating that the knowledge has been utilized. As a result, the analysis unit 1206 can accumulate the display order so that the service manager can examine whether or not the knowledge can be appropriately referred to or utilized.

The analysis unit 1206 sets, in the analysis result to be displayed, information indicating the ratio of knowledge utilization among queries that have been dealt with belonging to each of a plurality of categories based on a predetermined criterion. A plurality of classifications are, for example, a plurality of periods divided by a certain unit. The time period is, for example, days, weeks, months, or the like.

For example, the analysis unit 1206 sets, in the analysis result to be displayed, information indicating the ratio of the knowledge of each type of the plurality of types being utilized among the handled inquiries belonging to each category. For example, the analysis unit 1206 sets, in the analysis results to be displayed, information indicating the ratio of knowledge utilization and the ratio of non-utilization of knowledge among the handled inquiries belonging to each category. As a result, the analysis unit 1206 can set the analysis results to be displayed so that the service administrator can examine whether or not the knowledge can be appropriately referred to or utilized.

For example, the analysis unit 1206 further sets, in the analysis results to be displayed, the statistic value of the required time for inquiries that have been dealt with using knowledge and the statistic value of the required time for inquiries that have been dealt with without using knowledge. do. For example, the analysis unit 1206 further obtains a statistical value of the required time of inquiries that have been dealt with using knowledge of each of the plurality of types, and a statistical value of the required time of inquiries that have been dealt with without using knowledge. to the analysis results to display. As a result, the analysis unit 1206 can set the analysis results to be displayed so that the service administrator can examine whether or not the knowledge can be appropriately referred to or utilized.

When one of a plurality of categories is selected, the analysis unit 1206 determines that display of information about a specific task has been requested in response to a handled inquiry belonging to one of the selected categories. .

The analysis unit 1206 further sets the analysis results to be displayed when it is requested to display information about a specific task. For example, the analysis unit 1206 determines the number and utilization of knowledge referred to when performing a specific task, based on the reference record for the specific task and the utilization record for the specific task, which are stored in the storage unit 1200 . Set the number of knowledges acquired and the analysis result to display. As a result, the analysis unit 1206 can set the analysis results to be displayed so that the service administrator can examine whether or not the knowledge can be appropriately referred to or utilized.

The analysis unit 1206 further sets the analysis results to be displayed when it is requested to display information about a specific task. The analysis unit 1206 sets the display order of the knowledge referred to or utilized when performing the specific task to the analysis result to be displayed, for example, based on the display order of the specific task stored in the storage unit 1200. do. As a result, the analysis unit 1206 can set the analysis results to be displayed so that the service administrator can examine whether or not the knowledge can be appropriately referred to or utilized.

An output unit 1207 outputs the processing result of any one of the functional units. The output format is, for example, display on a display, print output to a printer, transmission to an external device via the network I/F 603, or storage in a storage area such as the memory 602 or recording medium 605. As a result, the output unit 1207 can notify the service operator or the service administrator of the processing result of any of the functional units, thereby improving the convenience of the information processing apparatus 101 .

The output unit 1207 outputs search results, for example. The output unit 1207 specifically outputs the information of the searched knowledge. Knowledge information includes, for example, link information to knowledge, knowledge name, and knowledge content. The output destination is, for example, the operator device 103 . As a result, the output unit 1207 can enable the service operator to grasp the information of the searched knowledge.

Specifically, the output unit 1207 displays the retrieved knowledge in association with link information to the knowledge. The output destination is, for example, the operator device 103 . As a result, the output unit 1207 can enable the service operator to grasp the information of the searched knowledge.

Specifically, the output unit 1207 displays the retrieved knowledge in association with a reception area that receives an operation indicating that the knowledge has been utilized. The output destination is, for example, the operator device 103 . As a result, the output unit 1207 can enable the service operator to grasp the information of the searched knowledge.

Specifically, the output unit 1207 outputs the searched knowledge and the identified other knowledge given the same search identifier as the searched knowledge as search results. Specifically, the output unit 1207 outputs the searched knowledge and the other specified knowledge given the same search identifier and the same task identifier as the searched knowledge as search results.

The output unit 1207 outputs analysis results, for example. Specifically, the output unit 1207 outputs information indicating the ratio of knowledge utilization among queries that have been dealt with and belong to each of a plurality of categories based on predetermined criteria set in the displayed analysis results. indicate. This allows the analysis unit 1206 to allow the service administrator to examine whether or not the knowledge can be appropriately referred to or utilized.

Specifically, the output unit 1207 displays information indicating the ratio of the knowledge of each type of a plurality of types being utilized among the queries that have been dealt with belonging to each type, which are set in the displayed analysis results. do. This allows the analysis unit 1206 to allow the service administrator to examine whether or not the knowledge can be appropriately referred to or utilized.

Specifically, the output unit 1207 outputs information indicating the ratio of knowledge utilization and the ratio of non-utilization of knowledge among the queries that have been dealt with belonging to each category set in the displayed analysis results. display. This allows the analysis unit 1206 to allow the service administrator to examine whether or not the knowledge can be appropriately referred to or utilized.

More specifically, the output unit 1207 further adds a statistic value of the time required for inquiries that have been handled using knowledge and the time required for inquiries that have been handled without using knowledge, which are set in the analysis results to be displayed. Show statistics and This allows the analysis unit 1206 to allow the service administrator to examine whether or not the knowledge can be appropriately referred to or utilized.

Specifically, the output unit 1207 further utilizes the statistical value of the required time of inquiries that have been dealt with using the knowledge of each of the plurality of types set in the analysis results to be displayed, and the knowledge. Display time stats for queries that have already been handled. This allows the analysis unit 1206 to allow the service administrator to examine whether or not the knowledge can be appropriately referred to or utilized.

Specifically, when the output unit 1207 is requested to display information about a specific task, the output unit 1207 outputs the number of knowledge set in the analysis result to be output and the number of knowledge referred to when performing the specific task. It displays the number of knowledge utilized and associated with a specific task. This allows the analysis unit 1206 to allow the service administrator to examine whether or not the knowledge can be appropriately referred to or utilized.

When the output unit 1207 is requested to display information related to a specific task, the output unit 1207 specifies the display order of the knowledge referred to or utilized when performing the specific task, which is set in the output analysis result. displayed in association with the task of This allows the analysis unit 1206 to allow the service administrator to examine whether or not the knowledge can be appropriately referred to or utilized.

Here, a case where knowledge is processed by the learning unit 1202 and the analysis unit 1206 has been described, but the processing is not limited to this. For example, the processing targets of the learning unit 1202 and the analysis unit 1206 may be data other than knowledge. Further, here, the information processing apparatus 101 includes a storage unit 1200, an acquisition unit 1201, a learning unit 1202, an imparting unit 1203, a search unit 1204, a recording unit 1205, an analysis unit 1206, and an output unit 1207. Although the case of including is described, the present invention is not limited to this. For example, there may be a case where the information processing apparatus 101 does not include any functional unit and can communicate with an external computer including the functional unit.

(Example of operation of information processing system 100)
Next, an operation example of the information processing system 100 will be described with reference to FIGS. 13 to 21. FIG. First, referring to FIGS. 13 to 15, in the information processing system 100, the information processing device 101 controls the operator device 103, and in the operator device 103, a search screen 512 displays a task to be executed by the service operator. An operation example of displaying related knowledge will be described.

13 to 15 are explanatory diagrams showing an operation example of displaying knowledge related to a task. In FIG. 13, the information processing device 101 receives an inquiry. In the example of FIG. 13, the information processing apparatus 101 receives the inquiry "Please check OO." Upon receiving the inquiry, the information processing apparatus 101 transmits the inquiry to the administrator apparatus 104 .

The information processing apparatus 101 communicates with the administrator apparatus 104 and sets a work flow for dealing with inquiries based on the flow data 501 . The information processing apparatus 101 updates the ticket data 502 and the usage history data 504 based on the inquiry and the set work flow. The information processing apparatus 101 causes the display 1106 of the operator apparatus 103 to display a ticket screen 511 showing the set work flow based on the flow data 501 .

The information processing apparatus 101 detects that any task information has been clicked on the ticket screen 511 . In the following description, the task corresponding to the clicked information may be referred to as "target task". In the example of FIG. 13, the information processing apparatus 101 detects that "Check data by executing SQL" is clicked.

When the information processing apparatus 101 detects that any task information has been clicked, the information processing apparatus 101 acquires the task name and task description of the target task based on the flow data 501 or the usage history data 504 . The information processing apparatus 101 generates a search sentence based on the inquiry and the acquired task description. In the example of FIG. 13, the information processing apparatus 101 generates a search sentence "Please check XX. Check the contents of the DB data."

The information processing apparatus 101 extracts nouns from the acquired task names and sets narrowing conditions. In the example of FIG. 13, the information processing apparatus 101 sets the narrowing condition "SQL, data confirmation". The information processing apparatus 101 searches for knowledge related to the target task based on the generated search sentence, the set narrowing conditions, and the knowledge data 503 . The information processing apparatus 101 acquires the title of the searched knowledge based on the knowledge data 503 .

After searching for knowledge, the information processing apparatus 101 displays a search screen 512 on the display 1106 of the operator apparatus 103 . The information processing apparatus 101 generates a unique session ID for each search screen 512 when displaying the search screen 512 . The information processing apparatus 101 displays the link information corresponding to the knowledge and the utilization button corresponding to the knowledge on the search screen 512 based on the acquired title of the knowledge. The information processing apparatus 101 detects that a utilization button corresponding to any knowledge has been clicked on the search screen 512 . In the following description, the knowledge corresponding to the clicked utilization button may be referred to as "target knowledge". In the example of FIG. 13, the information processing apparatus 101 detects that the utilization button of "data confirmation method.doc" and the utilization button of "DB login procedure.xls" have been clicked.

When the information processing apparatus 101 detects that the utilization button has been clicked, the information processing apparatus 101 updates the utilization history data 504 for the target knowledge. The information processing apparatus 101 updates the utilization history data 504 by, for example, associating the target knowledge, the task ID that identifies the target task, and the generated session ID. As a result, the information processing apparatus 101 can grasp the knowledge utilization status in any one of the work flows when the service manager reviews the work flow and the knowledge search method based on the utilization history data 504. can be done.

Further, based on the utilization history data 504, the information processing apparatus 101 refers to the tag corresponding to the knowledge that was utilized when performing the current task, and the service operator can use the knowledge useful when performing subsequent tasks. can make it easier to search for relevant knowledge. When the information processing apparatus 101 refers to the tag corresponding to the knowledge used when performing the current task, and the service operator performs subsequent tasks, it is possible to easily search for useful knowledge. , for example, will be described later with reference to FIG.

Further, based on the utilization history data 504, the information processing apparatus 101 can group one or more pieces of knowledge that have been utilized on the same search screen 512 in order to perform the same task. Therefore, the information processing apparatus 101 can refer to one or more pieces of grouped knowledge to easily present useful knowledge when the service operator performs a task. A case where the information processing apparatus 101 refers to one or more grouped pieces of knowledge and displays the pieces of knowledge will be described later with reference to FIG. 15, for example. Next, the description of FIG. 14 will be described.

In FIG. 14, the information processing apparatus 101 causes the operator apparatus 103 to display the ticket screen 511 as in FIG. The service operator clicks "confirm screen information" to execute the task. When "confirm screen information" is clicked on the ticket screen 511, the information processing apparatus 101 causes the operator apparatus 103 to display the search screen 512 in the same manner as in FIG. The information processing apparatus 101 searches for knowledge related to the target task, as in FIG. The information processing apparatus 101 displays the title of the searched knowledge on the search screen 512 as in FIG. 13 . Here, it is assumed that the service operator utilizes "○○ screen.xls" and clicks the utilization button. The information processing apparatus 101 updates the utilization history data 504 to enable identification of utilized knowledge, as in FIG. 13 . Then, the information processing apparatus 101 causes the operator apparatus 103 to display the ticket screen 511 again.

The service operator clicks "confirm DB information" to perform the next task. The information processing apparatus 101 causes the operator apparatus 103 to display a search screen 512 when "confirm DB information" is clicked on the ticket screen 511 . Unlike in FIG. 13, the information processing apparatus 101 identifies the knowledge that was used when performing the previous task based on the knowledge data 503 and the utilization history data 504, and the tag attached to the identified knowledge. to the filter criteria. In the example of FIG. 14 , the information processing apparatus 101 identifies the tags “personnel management work” and “screen information” attached to “○○ screen.xls”, and the tag “screen Information" is excluded, and the tag "Human resource management business" is added to the current narrowing conditions. The information processing apparatus 101 searches for knowledge related to the current target task based on the narrowing-down conditions after addition. The information processing apparatus 101 displays the title of the searched knowledge on the search screen 512 as in FIG. 13 .

As a result, the information processing apparatus 101 considers the flow of tasks in the work flow, and searches for knowledge useful when performing the current task based on the attributes of the knowledge used when performing the immediately preceding task. can be made possible. Therefore, the information processing apparatus 101 can enable the service operator to refer to useful knowledge when performing a task. Next, moving to the description of FIG. 15, the case where the information processing apparatus 101 refers to one or more grouped knowledge and displays the knowledge will be described.

In FIG. 15, the information processing apparatus 101 causes the operator apparatus 103 to display the ticket screen 511 in the same manner as in FIG. When "confirm screen information" is clicked on the ticket screen 511, the information processing apparatus 101 causes the operator apparatus 103 to display the search screen 512 in the same manner as in FIG. The information processing apparatus 101 searches for knowledge related to the target task, as in FIG. In the example of FIG. 15, it is assumed that the information processing apparatus 101 searches for "■■ processing.md". The information processing apparatus 101 displays the title of the searched knowledge on the search screen 512 as in FIG. 13 .

At this time, if there is a plurality of grouped knowledge including the searched knowledge, the information processing apparatus 101 causes the search screen 512 to display the title of each of the grouped knowledge together. . In the example of FIG. 15, based on the utilization history data 504, the information processing apparatus 101 is associated with the task ID of "confirm screen information", similar to "■■ process.md", and "■■ process.md". .md” is associated with the same session ID as “○○ screen.xls”. Then, the information processing apparatus 101 causes the search screen 512 to display “◯◯ screen.xls”.

Here, even if the same session ID as "■■ processing.md" is associated with the information processing apparatus 101, unlike "■■ processing.md", the task ID of "confirm user manual" is Do not display associated knowledge. In the example of FIG. 15, the information processing apparatus 101 does not display "user manual.pdf" or the like.

As a result, the information processing apparatus 101 can allow the service operator to refer to other knowledge that was used in the past by another service operator at the same timing as the retrieved knowledge. In addition, the information processing apparatus 101 utilizes other knowledge that was used in addition to the searched knowledge when other service operators performed the current task in the past for the same purpose as the searched knowledge. It can be determined that it is possible and can be made available for reference by the service operator. Therefore, the information processing apparatus 101 can enable the service operator to refer to useful knowledge when performing a task.

In addition, the information processing apparatus 101 may add other knowledge that was used in addition to the searched knowledge when another service operator performed a task different from the current task in the past to the current task. It can be determined not to be useful and not be referenced by the service operator. For this reason, the information processing apparatus 101 can allow the service operator to refer to only useful knowledge when performing a task.

Next, an operation example in which the information processing apparatus 101 attaches a tag to knowledge in the information processing system 100 will be described with reference to FIGS. 16 to 19. FIG.

16 to 19 are explanatory diagrams showing an operation example of adding tags to knowledge. In FIG. 16 , the information processing apparatus 101 generates a tag list by combining consecutive words included in the task names given to each task of a plurality of tasks at the time of introduction. The tag list includes, for example, tags "screen information", "DB information", "SQL", and "data information".

The information processing apparatus 101 extracts tags included in the knowledge from the tag list, and provisionally assigns the extracted tags to the knowledge. In the example of FIG. 16, the information processing apparatus 101 divides a plurality of knowledge 1600 into one or more knowledge 1601 to which tags "screen information" and "DB information" are assigned, and tags "SQL" and "data information" to which tags "SQL" and "data information" are assigned. One or more knowledge 1602 that has been identified. A case where the information processing apparatus 101 tentatively assigns a tag to knowledge will be described later with reference to FIG. 17, for example.

During operation, the information processing apparatus 101 generates a classification model 1610 based on the utilization history data 504 recording the knowledge utilized on the search screen 512 . During operation, the information processing apparatus 101 may generate the classification model 1610 based on the tagging list 505 that records the knowledge to which the tag specified by the service operator or the service administrator is added. The classification model 1610 is, for example, a model that outputs tags corresponding to input vector information. Vector information is, for example, information obtained from knowledge. A case where the information processing apparatus 101 generates the classification model 1610 will be described later using FIG. 18, for example.

The information processing apparatus 101 uses the classification model 1610 to automatically add tags to untagged knowledge, or to re-tagged knowledge to which tags have already been added. A case where the information processing apparatus 101 uses the classification model 1610 to tag knowledge will be described later with reference to FIG. 19, for example.

As a result, the information processing apparatus 101 can attach an appropriate tag to the knowledge, and can easily present the appropriate knowledge to the service operator. Further, the information processing apparatus 101 can reattach an appropriate tag even if the tag attached at the time of installation is inappropriate. In addition, the information processing apparatus 101 can reduce the workload of attaching tags to the service manager. Next, the description of FIG. 17 will be described.

In FIG. 17, the information processing apparatus 101 generates a tag list by combining consecutive words included in the task names given to each task of a plurality of tasks at the time of introduction. In the example of FIG. 17, the information processing apparatus 101 extracts the tag "screen information" from the task name "confirm screen information". Further, the information processing apparatus 101 extracts the tag "DB information" from the task name "confirm DB information". Further, the information processing apparatus 101 extracts the tag "SQL, data confirmation" from the task name "SQL execution and data confirmation". The information processing apparatus 101 generates a tag list 1700 including the extracted tags.

The information processing apparatus 101 temporarily assigns tags to knowledge based on the tag list 1700 . For example, if a tag in the tag list 1700 is included in a character string combining the full path and content of knowledge, the information processing apparatus 101 provisionally assigns the tag to the knowledge. The information processing apparatus 101 updates the knowledge data 503 based on the result of tagging. As a result, the information processing apparatus 101 can eliminate the need for the service administrator to set tags, and can reduce the work load of assigning tags.

Further, when the service operator or service manager explicitly designates a tag to be assigned to knowledge, the information processing apparatus 101 associates the knowledge with the tag and records them in the tagging list 505 . Next, the description of FIG. 18 will be described.

In FIG. 18, during operation, the information processing apparatus 101 identifies at least one tag attached to knowledge as a "correct answer" based on the tagging list 505, the utilization history data 504, or the knowledge data 503. . The information processing apparatus 101 identifies, as “correct”, a tag that is determined to be useful and given to knowledge that has actually been used, based on the utilization history data 504 and the knowledge data 503, for example. Further, the information processing apparatus 101 identifies, for example, a useful tag explicitly specified by the service operator or the service manager based on the tagging list 505 as a “correct” tag.

Based on the knowledge data 503, the information processing apparatus 101 acquires the full path and content of the knowledge for each knowledge to which the specified tag is attached, and vectorizes the character string obtained by combining the full path and content of the acquired knowledge. do. The information processing apparatus 101 generates vector information by, for example, arranging bit information indicating whether or not each word of a plurality of predetermined words appears in a character string. The information processing apparatus 101 generates a combination of the specified tag and the generated vector information as teacher data.

The information processing apparatus 101 generates a classification model 1610 based on training data. As the generation method, for example, error back propagation can be adopted. The classification model 1610 can employ a tree structure, a mathematical model, a neural network, or the like. As a result, the information processing apparatus 101 can use the classification model 1610 to automatically estimate tags that are preferably given to knowledge. Next, the description of FIG. 19 will be described.

In FIG. 19, the information processing apparatus 101 uses the classification model 1610 to automatically add a tag to untagged knowledge, or to re-tagged knowledge to which a tag has already been added. For example, based on the knowledge data 503, the information processing apparatus 101 acquires the full path and content of the knowledge to be imparted, and vectorizes a character string that combines the acquired full path and content of the knowledge. The information processing apparatus 101 generates vector information by, for example, arranging bit information indicating whether or not each word of a plurality of predetermined words appears in a character string. The information processing apparatus 101 acquires tags by inputting the generated vector information to the classification model 1610 . The information processing apparatus 101 assigns the acquired tag to knowledge to be assigned.

As a result, the information processing apparatus 101 can attach an appropriate tag to the knowledge, and can easily present the appropriate knowledge to the service operator. Further, the information processing apparatus 101 can reattach an appropriate tag even if the tag attached at the time of installation is inappropriate. In addition, the information processing apparatus 101 can reduce the workload of attaching tags to the service manager.

Next, an operation example in which the information processing apparatus 101 in the information processing system 100 presents the utilization status of knowledge to the service manager will be described with reference to FIGS. 20 to 23. FIG.

20 to 23 are explanatory diagrams showing an operation example of presenting the utilization status of knowledge to the service manager. In FIG. 20 , the information processing apparatus 101 causes the administrator apparatus 104 to display a dashboard screen 513 . Dashboard screen 513 includes, for example, display columns 2001-2006. A display column 2001 displays a folder list. A display field 2001 displays, for example, selectable folders in which tickets are stored. A display column 2001 displays, for example, a "Link" button for transitioning to a maintenance screen for maintenance of knowledge used when dealing with inquiries managed by tickets saved in folders. A display column 2002 displays the number of tickets in the selected folder.

The display column 2003 displays, for each type of knowledge, a knowledge utilization rate that indicates the ratio of tickets that utilize the knowledge of the type to all tickets. A display column 2003 displays the ratio of tickets for which knowledge is not used to all tickets. The percentage of tickets that do not utilize knowledge is "none" in the figure. The display column 2004 displays, for each type of knowledge, the average response time of inquiries managed by tickets utilizing knowledge of the type. A display column 2004 displays the average response time of inquiries managed by tickets that do not utilize knowledge. The average response time for tickets not using knowledge is "none" in the figure.

The display column 2005 displays a knowledge utilization rate indicating the ratio of tickets in which the knowledge of the type is used among the tickets in the selected folder for each type of knowledge for each month. A display column 2005 displays the percentage of tickets in which knowledge is not used among the tickets in the selected folder for each month. The percentage of tickets that do not utilize knowledge is "none" in the figure. The display column 2006 displays the average response time of inquiries managed by tickets that are in the selected folder and utilize the knowledge of the type, for each month and each type of knowledge. Display column 2006 displays, by month, the average response time for inquiries managed by tickets that are in the selected folder and do not utilize knowledge. The average response time for tickets not using knowledge is "none" in the figure.

Now, moving to the description of FIG. 21, an operation example in which the information processing apparatus 101 calculates various knowledge utilization rates displayed in the display columns 2003 and 2005 will be described. As shown in FIG. 21, the information processing apparatus 101 identifies knowledge utilized in inquiries managed by tickets based on utilization history data 504, and identifies the type of the identified knowledge based on knowledge data 503. do. The information processing apparatus 101 sets the number of uses corresponding to the ticket type in the ticket data 502 based on the identified ticket type and the identified knowledge.

At this time, the information processing apparatus 101 may identify the knowledge referred to in the inquiry managed by the ticket based on the utilization history data 504, and identify the type of the identified knowledge based on the knowledge data 503. . Then, the information processing apparatus 101 may set the number of references corresponding to the ticket type in the ticket data 502 based on the identified ticket type and the identified knowledge.

After that, based on the ticket data 502 in which the number of uses is set, the information processing apparatus 101 calculates, for each type of knowledge, a knowledge utilization rate that indicates the ratio of tickets in which the knowledge of the type is utilized out of all tickets. Further, the information processing apparatus 101 displays the ratio of tickets for which knowledge is not utilized among all tickets, based on the ticket data 502 in which the number of utilizations is set.

In addition, based on the ticket data 502 in which the number of uses is set, the information processing apparatus 101 calculates the ratio of tickets in which the knowledge of the type is utilized among the tickets in the selected folder for each type of knowledge for each month. Calculate the knowledge utilization rate shown. Further, the information processing apparatus 101 displays the percentage of tickets in which knowledge is not utilized among the tickets in the selected folder for each month based on the ticket data 502 in which the number of uses is set. Accordingly, the information processing apparatus 101 can display various knowledge utilization rates in the display columns 2003 and 2005 .

Now, moving to the description of FIG. 22, an operation example of calculating various average response times displayed in the display columns 2004 and 2006 by the information processing apparatus 101 will be described. As shown in FIG. 22, the information processing apparatus 101 identifies knowledge utilized in inquiries managed by tickets based on the utilization history data 504, and identifies the type of the identified knowledge based on the knowledge data 503. do. Then, based on the response time of the ticket data 502, the information processing apparatus 101 calculates the average response time of inquiries managed by tickets using the knowledge of the specified type for each specified knowledge type. The information processing apparatus 101 also calculates the average response time for inquiries managed with tickets for which knowledge is not used, based on the response time of the ticket data 502 .

In addition, based on the response time of the ticket data 502, the information processing apparatus 101 manages inquiries that are in the selected folder for each type of identified knowledge on a monthly basis and that are managed by tickets utilizing the knowledge of that type. Calculate the average response time of The information processing apparatus 101 also displays the average response time of inquiries managed by tickets that are in the selected folder and do not utilize knowledge, for each month, based on the response time of the ticket data 502 . Thereby, the information processing apparatus 101 can display various average response times in the display fields 2004 and 2006 .

Returning to the description of FIG. 20, the service manager checks the knowledge utilization rate by referring to the dashboard screen 513, and verifies the usefulness of the knowledge or the validity of the search method. In addition, referring to the dashboard screen 513, the service manager confirms the average response time, verifies the effect of using knowledge, and verifies the usefulness of knowledge or the validity of the search method.

As a result, the service administrator can intuitively grasp the utilization status of knowledge from the dashboard screen 513 . Then, the service manager can effectively review the knowledge content, work flow, knowledge search method, and the like based on the verification results. Service administrators may also click the "Link" button to maintain knowledge. Next, referring to FIG. 23, the case where the "Link" button is clicked will be described.

As shown in FIG. 23, when the "Link" button is clicked, the information processing apparatus 101 causes the administrator apparatus 104 to display a maintenance screen 2300 for the folder corresponding to the "Link" button. The maintenance screen 2300 is a screen for maintaining knowledge used when dealing with inquiries managed by tickets saved in folders.

Maintenance screen 2300 includes display column 2301 , display column 2302 , and display column 2303 . A display column 2301 displays the average response time for each work flow. The information processing apparatus 101 calculates the average response time for each work flow and makes it possible to display it in the display field 2301, as in FIG.

A display column 2302 displays a task list. The display column 2302 displays, for example, the number of tickets on which the task has been executed for each task. The display column 2302 displays, for each task, for example, the number of references to the knowledge and the number of uses of the knowledge when various service operators perform the task. A display column 2303 displays the usage history data 504 .

The service manager refers to the maintenance screen 2300 to review the knowledge content, work flow, knowledge search method, and the like. The service manager, for example, refers to the display column 2301 and narrows down the work flows that have a relatively long average response time and are likely to have problems. The service manager refers to the display column 2302 for the narrowed-down work flow, confirms the number of references and the number of uses, and if the number of uses is smaller than the number of references by a certain amount or more, the content of the knowledge and the search method of the knowledge. etc. is found to be a problem. Then, the service manager considers expanding the knowledge that is easy to use and improving the content of the knowledge. Also, the service administrator may review the knowledge search method to make it easier to search for knowledge that is not only referred to but also utilized.

In addition, the service manager refers to the display column 2303 for the narrowed down work flow, confirms the display order, and if the display order of the knowledge to be utilized is below a certain level, the content of the knowledge, the search method of the knowledge, etc. determine that there is a problem with Then, the service manager considers improving the content of the knowledge. Also, the service manager may review the knowledge search method so that the display order of the knowledge that is utilized is higher.

In this way, the service manager can reduce the workload compared to manually checking tickets one by one and reviewing knowledge content, work flow, knowledge search method, etc. can be done. The service manager can use the dashboard screen 513 and the maintenance screen 2300 to determine how the knowledge content, work flow, and knowledge search method should be improved.

Here, a case has been described where the information processing apparatus 101 counts the number of references and the number of uses of knowledge at the timing of displaying the dashboard screen 513, but the present invention is not limited to this. For example, the information processing apparatus 101 may increment the reference count or the utilization count of knowledge each time the knowledge is referenced or utilized.

(Ticket processing procedure)
Next, an example of a ticket processing procedure executed by the information processing apparatus 101 will be described with reference to FIG. 24 . Ticket processing is realized by, for example, the CPU 601, storage areas such as the memory 602 and the recording medium 605, and the network I/F 603 shown in FIG.

FIG. 24 is a flow chart showing an example of a ticket processing procedure. In FIG. 24, the information processing apparatus 101 acquires the ticket data 502 and the flow data 501 (step S2401). Next, the information processing apparatus 101 displays a ticket details screen (step S2402).

Then, the information processing apparatus 101 determines whether or not the ticket processing is completed (step S2403). Here, if ticket processing is completed (step S2403: Yes), the information processing apparatus 101 proceeds to processing in step S2407. On the other hand, if the ticket processing is not completed (step S2403: No), the information processing apparatus 101 proceeds to the processing of step S2404.

In step S2404, the information processing apparatus 101 receives task selection (step S2404). Next, the information processing apparatus 101 executes task processing, which will be described later with reference to FIGS. 25 and 26, for the selected task (step S2405). The information processing apparatus 101 then updates the ticket data 502 (step S2406). The information processing apparatus 101 returns to the process of step S2403.

At step S2407, the information processing apparatus 101 updates the ticket data 502 (step S2407). Then, the information processing apparatus 101 ends the ticket processing.

(Task processing procedure)
Next, an example of a task processing procedure executed by the information processing apparatus 101 will be described with reference to FIGS. 25 and 26. FIG. Task processing is realized by, for example, the CPU 601, storage areas such as the memory 602 and the recording medium 605, and the network I/F 603 shown in FIG.

25 and 26 are flowcharts showing an example of a task processing procedure. In FIG. 25, the information processing apparatus 101 generates a session ID (step S2501).

Next, the information processing apparatus 101 executes knowledge search processing, which will be described later with reference to FIG. 27 (step S2502). Then, the information processing apparatus 101 displays the search screen 512 including the searched knowledge (step S2503).

Next, the information processing apparatus 101 determines whether knowledge is referred to (step S2504). Here, if it is referred to (step S2504: Yes), the information processing apparatus 101 proceeds to the process of step S2505. On the other hand, if it is not referenced (step S2504: No), the information processing apparatus 101 proceeds to the process of step S2506.

In step S2505, the information processing apparatus 101 updates the usage history data 504 (step S2505). For example, if there is no record corresponding to the referred knowledge in the utilization history data 504, the information processing apparatus 101 adds a record and sets various information. The information processing apparatus 101 updates the record if there is a record corresponding to the referenced knowledge. Specifically, the information processing apparatus 101 sets the task ID in the task ID field of the record corresponding to the referred knowledge in the utilization history data 504 . Specifically, the information processing apparatus 101 sets Clicked in the utilization method field of the record corresponding to the referred knowledge in the utilization history data 504 . At this time, the information processing apparatus 101 may further specifically update the reference count field of the record corresponding to the referenced knowledge in the ticket data 502 . Then, the information processing apparatus 101 shifts to the process of step S2506.

In step S2506, the information processing apparatus 101 determines whether or not the knowledge has been utilized (step S2506). Here, if it is used (step S2506: Yes), the information processing apparatus 101 proceeds to the process of step S2507. On the other hand, if not used (step S2506: No), the information processing apparatus 101 proceeds to the process of step S2601 in FIG.

In step S2507, the information processing apparatus 101 updates the usage history data 504 (step S2507). For example, if the utilization history data 504 does not contain a record corresponding to the utilized knowledge, the information processing apparatus 101 adds the record and sets various information. The information processing apparatus 101 updates the record if there is a record corresponding to the utilized knowledge. Specifically, the information processing apparatus 101 sets Utilized in the utilization method field of the record corresponding to the utilized knowledge in the utilization history data 504 . Specifically, the information processing apparatus 101 may set the generated session ID in the session ID field of the record corresponding to the utilized knowledge in the utilization history data 504 . At this time, the information processing apparatus 101 may further specifically update the utilization count field of the record corresponding to the utilized knowledge in the ticket data 502 . Then, the information processing apparatus 101 shifts to the process of step S2601 in FIG.

In FIG. 26, the information processing apparatus 101 determines whether or not to close the search screen 512 (step S2601). Here, when closing (step S2601: Yes), the information processing apparatus 101 shifts to the process of step S2602. On the other hand, when not closing (step S2601: No), the information processing apparatus 101 proceeds to the process of step S2603.

In step S2602, after closing the search screen 512, the information processing apparatus 101 determines whether or not to perform a search again (step S2602). If the search is to be performed again (step S2602: YES), the information processing apparatus 101 returns to the process of step S2501 in FIG. On the other hand, if the re-search is not to be performed (step S2602: No), the information processing apparatus 101 proceeds to the process of step S2604.

In step S2603, the information processing apparatus 101 determines whether or not to re-search without closing the search screen 512 (step S2603). If the search is to be performed again (step S2603: YES), the information processing apparatus 101 returns to the process of step S2502 in FIG. On the other hand, if the re-search is not to be performed (step S2603: No), the information processing apparatus 101 proceeds to the process of step S2604.

In step S2604, the information processing apparatus 101 determines whether or not the task has been completed (step S2604). Here, if the task has not been completed (step S2604: No), the information processing apparatus 101 returns to the process of step S2503 in FIG. On the other hand, if the task has been completed (step S2604: YES), the information processing apparatus 101 ends task processing.

Here, the case where the information processing apparatus 101 sets the generated session ID in the session ID field of the record corresponding to the utilized knowledge in the utilization history data 504 in step S2507 has been described. do not have. For example, the information processing apparatus 101 may set the generated session ID in the session ID field of the record corresponding to the referenced knowledge in the utilization history data 504 in step S2505. Further, for example, the information processing apparatus 101 may generate a new record in the utilization history data 504 and set the generated session ID when knowledge is searched.

(Knowledge search processing procedure)
Next, an example of a knowledge search processing procedure executed by the information processing apparatus 101 will be described with reference to FIG. 27 . The knowledge search process is realized by, for example, the CPU 601, storage areas such as the memory 602 and the recording medium 605, and the network I/F 603 shown in FIG.

FIG. 27 is a flowchart illustrating an example of a knowledge search processing procedure; In FIG. 27, the information processing apparatus 101 sets narrowing conditions (step S2701). A narrowing-down condition is, for example, a condition that includes a noun included in the task name as a tag.

Next, the information processing apparatus 101 determines whether or not there is a processed task (step S2702). Here, if there is a processed task (step S2702: YES), the information processing apparatus 101 proceeds to the process of step S2703. On the other hand, if there is no processed task (step S2702: No), the information processing apparatus 101 proceeds to the process of step S2706.

In step S2703, the information processing apparatus 101 extracts tags from the utilized knowledge (step S2703). Next, the information processing apparatus 101 determines whether or not there is an additional tag (step S2704). Additional tags are tags that are used in subsequent searches.

Here, if there is an additional tag (step S2704: Yes), the information processing apparatus 101 proceeds to the process of step S2705. On the other hand, if there is no additional tag (step S2704: No), the information processing apparatus 101 proceeds to the process of step S2706.

In step S2705, the information processing apparatus 101 adds additional tags to the narrowing-down conditions (step S2705). Then, the information processing apparatus 101 shifts to the process of step S2706.

In step S2706, the information processing apparatus 101 searches for knowledge (step S2706). The information processing apparatus 101 then ends the knowledge search process.

(Related knowledge display processing procedure)
Next, an example of related knowledge display processing procedures executed by the information processing apparatus 101 will be described with reference to FIG. 28 . The related knowledge display process is realized by, for example, the CPU 601, storage areas such as the memory 602 and the recording medium 605, and the network I/F 603 shown in FIG.

FIG. 28 is a flowchart illustrating an example of related knowledge display processing procedures. In FIG. 28, the information processing apparatus 101 determines whether or not the "reference history" button has been pressed (step S2801). Here, if the "reference history" button has not been pressed (step S2801: No), the information processing apparatus 101 terminates the related knowledge display process. On the other hand, if the "reference history" button has been pressed (step S2801: Yes), the information processing apparatus 101 proceeds to the process of step S2802.

In step S2802, the information processing apparatus 101 acquires the task ID and session ID of the displayed knowledge (step S2802). Next, the information processing apparatus 101 searches related knowledge based on the obtained task ID and session ID (step S2803). The information processing apparatus 101 searches for related knowledge in which the obtained task ID and session ID are associated with each other based on the knowledge data 503, for example.

Then, the information processing apparatus 101 determines whether related knowledge exists (step S2804). Here, if related knowledge does not exist (step S2804: No), the information processing apparatus 101 terminates the related knowledge display process. On the other hand, if related knowledge exists (step S2804: YES), the information processing apparatus 101 proceeds to the process of step S2805.

In step S2805, the information processing apparatus 101 displays related knowledge (step S2805). Then, the information processing apparatus 101 ends the related knowledge display process.

(Classification model learning processing procedure)
Next, an example of the classification model learning processing procedure executed by the information processing apparatus 101 will be described with reference to FIG. 29 . The classification model learning process is implemented by, for example, the CPU 601, storage areas such as the memory 602 and the recording medium 605, and the network I/F 603 shown in FIG.

FIG. 29 is a flowchart illustrating an example of a classification model learning processing procedure. In FIG. 29, the information processing apparatus 101 acquires a combination of knowledge and a tag as "correct" data (step S2901).

Next, the information processing apparatus 101 acquires the full path and content of the acquired knowledge (step S2902). The information processing apparatus 101 then extracts words from the acquired full path and content (step S2903).

Next, the information processing apparatus 101 vectorizes the extracted words (step S2904). The information processing apparatus 101 then vectorizes the acquired tags (step S2905).

Next, the information processing apparatus 101 generates training data based on the word vector and the tag vector (step S2906). The information processing apparatus 101 then generates the classification model 507 based on the generated training data (step S2907). After that, the information processing apparatus 101 ends the classification model learning process.

(Knowledge classification processing procedure)
Next, an example of a knowledge classification processing procedure executed by the information processing apparatus 101 will be described with reference to FIG. 30 . The knowledge classification process is realized by, for example, the CPU 601, storage areas such as the memory 602 and the recording medium 605, and the network I/F 603 shown in FIG.

FIG. 30 is a flowchart illustrating an example of a knowledge classification processing procedure. In FIG. 30, the information processing apparatus 101 acquires knowledge to be tagged (step S3001). The target knowledge is, for example, other than knowledge that has been explicitly tagged manually.

Next, the information processing apparatus 101 acquires the full path and content of the acquired knowledge (step S3002). The information processing apparatus 101 then extracts words from the acquired full path and content (step S3003).

Next, the information processing apparatus 101 determines whether or not the classification model 507 has been generated (step S3004). Here, if it has already been generated (step S3004: Yes), the information processing apparatus 101 proceeds to the process of step S3005. On the other hand, if it has not been generated (step S3004: No), the information processing apparatus 101 proceeds to the process of step S3008.

In step S3005, the information processing apparatus 101 vectorizes the extracted words (step S3005). Next, the information processing apparatus 101 executes tag inference processing based on the classification model 507 (step S3006). The information processing apparatus 101 executes tag inference processing by, for example, inputting vector information obtained by vectorization into the classification model 507 . Then, the information processing apparatus 101 acquires an inference result (step S3007). The inference result is a tag. After that, the information processing apparatus 101 proceeds to the process of step S3010.

In step S3008, the information processing apparatus 101 checks the word against the tag list (step S3008). Next, the information processing apparatus 101 acquires a tag that matches the word as a result of collation (step S3009). Then, the information processing apparatus 101 proceeds to the process of step S3010.

In step S3010, the information processing apparatus 101 attaches tags to knowledge (step S3010). Then, the information processing apparatus 101 ends the knowledge classification process.

(Dashboard display processing procedure)
Next, an example of a dashboard display processing procedure executed by the information processing apparatus 101 will be described with reference to FIGS. 31 and 32. FIG. The dashboard display process is realized by, for example, the CPU 601, storage areas such as the memory 602 and the recording medium 605, and the network I/F 603 shown in FIG.

31 and 32 are flowcharts showing an example of the dashboard display processing procedure. In FIG. 31, the information processing apparatus 101 acquires ticket data 502 (step S3101).

Next, the information processing apparatus 101 identifies whether knowledge is used and the type of knowledge used for each ticket (step S3102). Then, the information processing apparatus 101 calculates a knowledge utilization rate for each type of knowledge utilized (step S3103).

Next, the information processing apparatus 101 acquires the response time for each ticket (step S3104). The information processing apparatus 101 then calculates the average response time for each type of knowledge used (step S3105).

Next, the information processing apparatus 101 displays a dashboard (step S3106). Then, the information processing apparatus 101 shifts to the process of step S3201 in FIG.

In FIG. 32, the information processing apparatus 101 determines whether or not to drill down (step S3201). Drill-down is to detail aggregate items of data. Here, if the drill down is not to be performed (step S3201: No), the information processing apparatus 101 proceeds to the process of step S3208. On the other hand, when drilling down (step S3201: Yes), the information processing apparatus 101 proceeds to the process of step S3202.

In step S3202, the information processing apparatus 101 acquires the usage history data 504 (step S3202). Next, the information processing apparatus 101 classifies the utilization history by task (step S3203). The information processing apparatus 101 then calculates the number of knowledge references for each classification (step S3204).

Next, the information processing apparatus 101 calculates the number of knowledge utilizations for each classification (step S3205). Then, the information processing apparatus 101 displays knowledge reference/utilization information for each task based on the number of knowledge references for each classification and the number of knowledge utilization for each classification (step S3206).

Next, the information processing apparatus 101 displays detailed information of the utilized knowledge (step S3207). Then, the information processing apparatus 101 shifts to the process of step S3208.

In step S3208, the information processing apparatus 101 determines whether to close the dashboard (step S3208). Here, when not closing (step S3208: No), the information processing apparatus 101 returns to the process of step S3106 in FIG. On the other hand, when closing (step S3208: Yes), the information processing apparatus 101 terminates the dashboard display process.

As described above, according to the information processing apparatus 101, a different search identifier can be generated each time the search screen 512 for searching for knowledge used when executing a task is displayed. According to the information processing apparatus 101, for one or more knowledge searched and selected on the search screen 512 for searching knowledge used when performing the first task, generated when the search screen 512 is displayed. can be given a unique search identifier. According to the information processing apparatus 101, after performing the first task, any knowledge is searched on the search screen 512 for searching for knowledge to be used when performing the second task. According to the information processing apparatus 101, in addition to any of the searched knowledge, other knowledge given the same search identifier as the search identifier given to any of the knowledge can be displayed as search results. can. As a result, the information processing apparatus 101 can group a plurality of pieces of knowledge that are likely to be referred to at the same timing. After grouping, the information processing apparatus 101 can present the service operator with knowledge other than the searched knowledge among the plurality of knowledge in response to the search for any one of the plurality of knowledge. Therefore, the information processing apparatus 101 enables the service operator to refer to useful knowledge when performing a task, and can reduce the work load on the service operator.

According to the information processing apparatus 101, in addition to any knowledge, other knowledge given a search identifier identical to at least one of the one or more search identifiers given to any knowledge is added. , can be displayed as search results. As a result, the information processing apparatus 101 can easily refer to information other than the retrieved knowledge at the same timing, and can present even knowledge that is determined to have various uses to the service operator together with the retrieved knowledge. . Therefore, the information processing apparatus 101 enables the service operator to refer to useful knowledge when performing a task, and can reduce the work load on the service operator.

Further, according to the information processing apparatus 101, a task identifier that identifies the first task can be assigned to one or more pieces of knowledge. According to the information processing apparatus 101, in addition to any knowledge, other knowledge given the same search identifier as any knowledge and given the same task identifier can be displayed as search results. can be done. As a result, the information processing apparatus 101 can group a plurality of pieces of knowledge that are judged to be easily referred to for the same purpose because they are likely to be referred to when performing a certain task. After grouping, the information processing apparatus 101 can present the service operator with knowledge other than the searched knowledge among the plurality of knowledge in response to the search for any one of the plurality of knowledge. Therefore, the information processing apparatus 101 enables the service operator to refer to useful knowledge when performing a task, and can reduce the work load on the service operator.

According to the information processing apparatus 101, any knowledge has at least one of the same assigned search identifiers and at least one of the assigned task identifiers has the same other knowledge. , can be displayed as search results. As a result, the information processing apparatus 101 can easily refer to information for purposes other than the retrieved knowledge, and can present knowledge that is determined to have various uses to the service operator together with the retrieved knowledge. . Therefore, the information processing apparatus 101 enables the service operator to refer to useful knowledge when performing a task, and can reduce the work load on the service operator.

The information processing apparatus 101 can also be applied when the first task and the second task are the same task. As a result, the information processing apparatus 101 can refer to a plurality of pieces of knowledge that a service operator referred to when performing a task in the past when another service operator performs the same task. can do.

According to the information processing apparatus 101, it is possible to realize a function of grouping one or more pieces of knowledge searched and selected on the same search screen 512 using a search identifier. As a result, the information processing apparatus 101 can group one or more pieces of knowledge that are likely to be referred to at the same timing, and can facilitate presenting appropriate knowledge to the service operator.

According to the information processing apparatus 101, when the search screen 512 is changed to a screen for a purpose other than search, the search identifier is changed, and when the search screen 512 is newly displayed, the changed search identifier can be acquired. can. Thereby, the information processing apparatus 101 can acquire a unique search identifier for each search screen 512 .

The information processing method described in this embodiment can be realized by executing a program prepared in advance on a computer such as a PC or a workstation. The information processing program described in the present embodiment is recorded in a computer-readable recording medium and executed by being read from the recording medium by a computer. Recording media include hard disks, flexible disks, CD (Compact Disc)-ROMs, MOs, and DVDs (Digital Versatile Discs). Further, the information processing program described in this embodiment may be distributed via a network such as the Internet.

Further, the following additional remarks are disclosed with respect to the above-described embodiment.

(Appendix 1) Acquire a different search identifier each time a search screen for searching for knowledge used when performing a task is displayed,
Giving a search identifier acquired when displaying the search screen to one or more knowledge searched and selected on a search screen for searching for knowledge used when performing the first task,
After performing the first task, if any knowledge is retrieved on the search screen for searching knowledge used when performing the second task, in addition to any of the above knowledge, any of the above Display other knowledge with the same search identifier as the search identifier assigned to the knowledge as a search result,
An information processing program characterized by causing a computer to execute processing.

(Appendix 2) The process of displaying
In addition to any one of the knowledge, other knowledge given a search identifier identical to at least one of the one or more search identifiers given to any of the knowledge is displayed as a search result. The information processing program according to appendix 1, characterized by:

(Appendix 3) The process to be given is
Furthermore, assigning a task identifier that identifies the first task to the one or more knowledge,
The displaying process includes:
In addition to any of the knowledge, a search identifier identical to the search identifier assigned to any of the knowledge is assigned, and a task identifier identical to the task identifier assigned to any of the knowledge is assigned. 3. The information processing program according to appendix 1 or 2, wherein the other knowledge is displayed as a search result.

(Appendix 4) The process of displaying
In addition to any of the knowledge, a search identifier that is the same as at least one of the one or more search identifiers assigned to any of the knowledge is assigned, and is assigned to any of the knowledge 3. The information processing program according to appendix 3, characterized in that other knowledge given a task identifier identical to at least one of the one or more task identifiers is displayed as a search result.

(Appendix 5) The information processing program according to any one of Appendices 1 to 4, wherein the first task and the second task are the same task.

(Appendix 6) Any one of Appendices 1 to 5, wherein the search identifier is used to group one or more pieces of knowledge searched and selected on the same search screen. Information processing program.

(Appendix 7) The acquisition process is
Supplementary notes 1 to 6, characterized in that a search identifier is changed when transitioning from the search screen to a screen for a purpose other than search, and the changed search identifier is acquired when the search screen is newly displayed. The information processing program according to any one of

(Appendix 8) Acquire a different search identifier each time a search screen for searching for knowledge used when performing a task is displayed,
Giving a search identifier acquired when displaying the search screen to one or more knowledge searched and selected on a search screen for searching for knowledge used when performing the first task,
After performing the first task, if any knowledge is retrieved on the search screen for searching knowledge used when performing the second task, in addition to any of the above knowledge, any of the above Display other knowledge with the same search identifier as the search identifier assigned to the knowledge as a search result,
An information processing method characterized in that a computer executes processing.

(Appendix 9) Acquire a different search identifier each time a search screen for searching for knowledge used when performing a task is displayed,
Giving a search identifier acquired when displaying the search screen to one or more knowledge searched and selected on a search screen for searching for knowledge used when performing the first task,
After performing the first task, if any knowledge is retrieved on the search screen for searching knowledge used when performing the second task, in addition to any of the above knowledge, any of the above Display other knowledge with the same search identifier as the search identifier assigned to the knowledge as a search result,
An information processing apparatus comprising a control unit.

100 information processing system 101 information processing device 102 user device 103 operator device 104 administrator device 110 network 201, 511 ticket screen 202, 512 search screen 401, 503 knowledge data 402, 504 utilization history data 410, 513 dashboard screen 501 Flow data 502 Ticket data 505 Tagging list 506 Search model 507, 1610 Classification model 600, 1100 Bus 601, 1101 CPU
602, 1102 memory 603, 1103 network I/F
604, 1104 recording medium I/F
605, 1105 recording medium 1106 display 1107 input device 1200 storage unit 1201 acquisition unit 1202 learning unit 1203 addition unit 1204 search unit 1205 recording unit 1206 analysis unit 1207 output unit 1600 to 1602 knowledge 1700 tag list 2001 to 2006, 23 01 to 2303 display column 2300 maintenance screen

Claims (6)

A different search identifier is acquired each time a search screen for searching knowledge used when performing a task is displayed,
Giving a search identifier acquired when displaying the search screen to one or more knowledge searched and selected on a search screen for searching for knowledge used when performing the first task,
After performing the first task, if any knowledge is retrieved on the search screen for searching knowledge used when performing the second task, in addition to any of the above knowledge, any of the above Display other knowledge with the same search identifier as the search identifier assigned to the knowledge as a search result,
An information processing program characterized by causing a computer to execute processing. The displaying process includes:
In addition to any one of the knowledge, other knowledge given a search identifier identical to at least one of the one or more search identifiers given to any of the knowledge is displayed as a search result. 2. The information processing program according to claim 1, characterized by: The process of giving
Furthermore, assigning a task identifier that identifies the first task to the one or more knowledge,
The displaying process includes:
In addition to any of the knowledge, a search identifier identical to the search identifier assigned to any of the knowledge is assigned, and a task identifier identical to the task identifier assigned to any of the knowledge is assigned. 3. The information processing program according to claim 1, wherein the other knowledge is displayed as a search result. The displaying process includes:
In addition to any of the knowledge, a search identifier that is the same as at least one of the one or more search identifiers assigned to any of the knowledge is assigned, and is assigned to any of the knowledge 4. The information processing program according to claim 3, wherein other knowledge given a task identifier identical to at least one of the one or more task identifiers is displayed as a search result. A different search identifier is acquired each time a search screen for searching knowledge used when performing a task is displayed,
Giving a search identifier acquired when displaying the search screen to one or more knowledge searched and selected on a search screen for searching for knowledge used when performing the first task,
After performing the first task, if any knowledge is retrieved on the search screen for searching knowledge used when performing the second task, in addition to any of the above knowledge, any of the above Display other knowledge with the same search identifier as the search identifier assigned to the knowledge as a search result,
An information processing method characterized in that a computer executes processing. A different search identifier is acquired each time a search screen for searching knowledge used when performing a task is displayed,
Giving a search identifier acquired when displaying the search screen to one or more knowledge searched and selected on a search screen for searching for knowledge used when performing the first task,
After performing the first task, if any knowledge is retrieved on the search screen for searching knowledge used when performing the second task, in addition to any of the above knowledge, any of the above Display other knowledge with the same search identifier as the search identifier assigned to the knowledge as a search result,
An information processing apparatus comprising a control unit.

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