JP7342534B2 - Chat programs, devices, and methods - Google Patents

Description

TECHNICAL FIELD The present invention relates to chat programs, devices, and methods.

Chatbots that utilize artificial intelligence to automatically interact with users have been known. Furthermore, there is an FAQ chatbot that searches FAQs (Frequently Asked Questions) and presents answers to questions input or selected by the user.

For example, FAQ is a collection of frequently asked questions and answers regarding products and services (hereinafter collectively referred to as "services"), and the content of the questions and answers can be changed by service providers and users. Created and registered in advance. When an answer is long, a technique is known that does not display the entire answer, but only displays a small number of characters.

Japanese Patent Application Publication No. 2007-241686

However, when a long answer is displayed on a chat display screen, there is a problem in that visibility is poor and it is difficult for the user to read.

One aspect of the present invention is to provide a chat program, device, and method that can improve the visibility of answers displayed by a FAQ chatbot.

In the first proposal, the program causes the computer to perform a process of accepting questions via chat. The program tells the computer, based on the content of the answer, whether to display the entire answer or a portion of the answer if the answer is longer than a predetermined number of characters after searching for a question. If it is decided to display the whole text of the answer, multiple sentences separated by the whole text will be displayed in different areas, and if it is decided to display part of the answer, part of the answer will be displayed. A process of displaying a sentence corresponding to at least one area is executed.

In one aspect, visibility of answers displayed by the FAQ chatbot can be improved.

FIG. 1 is a diagram showing an example of the overall configuration of a system according to a first embodiment. FIG. 2 is a functional block diagram showing the functional configuration of the information processing apparatus according to the first embodiment. FIG. 3 is a diagram showing an example of information stored in the FAQ DB. FIG. 4 is a diagram illustrating an example of displaying the full text of an answer according to the first embodiment. FIG. 5 is a diagram illustrating an example of a partial display of an answer according to the first embodiment. FIG. 6 is a functional block diagram showing the functional configuration of the terminal device according to the first embodiment. FIG. 7 is a flowchart showing the flow of FAQ chatbot response processing according to the first embodiment. FIG. 8 is a flowchart showing the flow of answer display format determination processing according to the first embodiment. FIG. 9 is a diagram illustrating examples of screen displays of the conventional method and the first embodiment. FIG. 10 is a diagram illustrating an example of a hardware configuration.

Embodiments of the chat program, device, and method disclosed in the present application will be described in detail below based on the drawings. Note that the present invention is not limited to this example. Moreover, each embodiment can be combined as appropriate within a consistent range.

[Example of overall configuration]
FIG. 1 is a diagram showing an example of the overall configuration of a system according to a first embodiment. As shown in FIG. 1, this system is a chat system in which an information processing device 10 and a terminal device 100 are connected via a network N so that they can communicate with each other. Note that the network N can be any of various communication networks, such as the Internet, regardless of whether it is wired or wireless.

The information processing device 10 is a server device managed by a service provider. The information processing device 10 has a chatbot and FAQ, and receives and answers questions from users through chat. Note that the information processing device 10 may be a cloud server device.

Terminal device 100 is a client terminal used by a user. The terminal device 100 may be a mobile terminal such as a smartphone or a tablet PC, or may be a stationary terminal installed at a user's home or office. Furthermore, the terminal device 100 may be, for example, an audio speaker, a communication robot, or the like. The terminal device 100 receives a user's question via text input or the like, and transmits it to the information processing device 10 . Furthermore, the terminal device 100 receives a response from the information processing device 10 and displays (outputs) the response as screen information for the user. Note that the input/output of the terminal device 100 may be based not only on text but also on audio.

[Functional configuration of information processing device 10]
Next, the functional configuration of the information processing device 10 shown in FIG. 1 will be explained. FIG. 2 is a functional block diagram showing the functional configuration of the information processing device 10 according to the first embodiment. As shown in FIG. 2, the information processing device 10 includes a communication section 11, a storage section 12, and a control section 20.

The communication unit 11 is a processing unit that controls communication with other devices, and is, for example, a communication interface. For example, the communication unit 11 receives a question from the terminal device 100 and transmits an answer to the question to the terminal device 100.

The storage unit 12 is an example of a storage device that stores various data and programs executed by the control unit 20, and is, for example, a memory or a hard disk. This storage unit 12 stores an FAQ DB 13.

The FAQ DB 13 is a database (sometimes simply referred to as "FAQ") that stores FAQ information regarding frequently asked questions from users and their answers. For example, the questions and answers stored here are questions and answers that are displayed to the user on the web via a screen or the like. Further, the FAQ DB 13 may store FAQ information classified by question content.

FAQ information in the FAQ DB 13 is registered and updated by the service provider via a dedicated management screen or the like. However, the FAQ information may be created by the user, and in this case there is a restriction that it cannot be modified by the service provider.

FIG. 3 is a diagram showing an example of information stored in the FAQ DB. As shown in FIG. 3, the FAQ DB 13 stores "question, answer, number of characters in the answer, category ID, registration date and time, registrant ID" and the like in association with each other. The "answer" stored here may include a delimiter keyword (for example, ***1, ***2, . . . ) for specifying the delimiter of the answer sentence. The delimiter keyword may be a symbol other than a character string, but is preferably a character or symbol that is not used in the answer sentence in order to identify the delimiter.

In addition, when setting multiple break points for one "answer", as shown in Figure 3, by setting ***1, ***2, ***3, etc., each break point can be You can also specify the beginning and end. Note that when displaying "Answer" as an answer sentence, the delimiter keywords should not be displayed.

“Number of characters in an answer” is the number of characters in an answer sentence. For example, if the length of the answer sentence is 200 characters or more, it is determined whether or not to display part of the answer based on the "number of characters in the answer." Note that this threshold value (200 characters) can be set arbitrarily. Furthermore, in order to obtain the number of characters in the answer, a function that returns the number of characters in the answer may be used instead of using the "number of characters in the answer."

“Category ID” is an identifier used to classify FAQ information by question content. Thereby, when displaying a plurality of FAQ information on a screen, it is possible to display each category, thereby improving the visibility of the FAQ information.

Further, "registration date and time" and "registrant ID" are the date and time when the FAQ information was registered and an identifier indicating the registrant. If you want to remember the update date/time and updater of FAQ information, you can overwrite the "registration date/time" and "registrant ID", or separately set the "update date/time" and "updater ID". You may memorize it.

Note that the storage unit 12 can store various information in addition to the FAQ DB.

The control unit 20 is a processing unit that controls the entire information processing device 10, and is, for example, a processor. The control unit 20 includes a chatbot 21. The chatbot 21 includes a reception section 31, a search section 32, and a determination section 33. Note that each processing unit is an example of an electronic circuit included in the processor or an example of a process executed by the processor.

The chatbot 21 is a natural dialogue engine (program) that automatically responds to sentences input by a user in a chat tool. The chatbot 21 of the first embodiment is, for example, a FAQ chatbot. The chatbot 21 receives questions from users regarding "Frequently Asked Questions" and "FAQ" about products and services via chat, and searches the FAQ DB to obtain appropriate answers. The chatbot 21 then automatically replies (responses) the obtained answer via chat without any human intervention.

The reception unit 31 is a processing unit that accepts questions received by the communication unit 11 from the user. There are two types of questions that the reception unit 31 accepts; one is a question entered by a user's text, and the other is a question selected by a user. The former is a question (one or more search words or natural sentences) that the user can freely input, such as "insurance premium bank transfer." The latter is, for example, one question selected from question candidates including a plurality of questions.

The search unit 32 is a processing unit that searches the FAQ DB 13 based on the question received by the reception unit 31 from the user. If the question from the user is a question that can be freely input (search word or natural sentence), the search unit 32 searches for and obtains a question close to the question intended by the user. Furthermore, when the question from the user is one selected question, the search unit 32 searches for and obtains an answer to the question.

The determining unit 33 is a processing unit that determines whether to display the entire text or a part of the answer obtained by the search unit 32 based on the content of the answer. When long answers are displayed on the chat display screen, visibility becomes poor, and this is especially noticeable when the answers are displayed on a smartphone screen. Further, depending on the content of the answer, it is not always necessary to display the entire answer, and displaying only a portion of the answer may be sufficient for the user. In addition, in the conventional technology, since only a part of the answer text is displayed regardless of the answer content, the content that the user wants to know may not be displayed. Therefore, the determining unit 33 reads out the number of characters stored in association with each answer ("number of characters" in the FAQ DB 13), and determines whether the answer is less than a predetermined number of characters (for example, 200 characters). In this case, the determining unit 33 determines to display the entire text of the answer.

If the answer is longer than the predetermined number of characters, the determining unit 33 determines whether there is a part of the answer that corresponds to the user input. For part of the answer, the answer sentences are searched from the beginning, and the answer sentences between the separated keywords that are included in the answer and memorized are made part of the answer (in the case of the last separated keyword, the answer sentences are searched from the beginning). Please make the text of the answer part of the answer). Note that if the answer does not include a delimiter keyword, the determining unit 33 determines to display the entire answer in parts.

To determine whether there is a part of the answer that corresponds to the user input, search for the question string entered by the user as text in the part of the answer, and determine whether there is a matching part. do. If there is a matching part, the part of the answer corresponding to the matching part is determined as the part of the answer to be displayed. Note that the matching portion can have some degree of fluctuation. For example, even if the character string entered by the user is "within one year," if part of the answer includes characters related to the number of years, such as "two years," this should be considered a matching part. I can do it.

If the answer is longer than a predetermined number of characters and a part of the answer should be displayed, the determining unit 33 decides to display part of the answer.

Further, if the length of the answer is longer than a predetermined number of characters, but it is not possible to determine where to display part of the answer, the determining unit 33 determines to display the entire answer in parts. Thereby, it is possible to avoid the problem that the answer that the user originally needs is not displayed due to incorrect partial display. In addition, in the case of split display of the entire answer, the determination unit 33 divides the entire answer based on the delimiter keyword and determines a plurality of sentences. These multiple sentences will be displayed in multiple different areas on the terminal device 100.

Here, dividing and displaying the entire text of an answer will be explained using FIG. 4. FIG. 4 is a diagram illustrating an example of displaying the full text of an answer according to the first embodiment. Using FIG. 4 as an example, in response to the user's selected question "What is ××××× discount?", the determining unit 33 is configured to display the question in each of a plurality of different areas (chat bubbles). , determine multiple sentences that separate the entire answer.

Furthermore, displaying a part of the answer will be explained using FIG. 5. FIG. 5 is a diagram illustrating an example of a partial display of an answer according to the first embodiment. Using FIG. 5 as an example, in response to the user's selected question "What is ××××× discount?", the determining unit 33 selects a part of the answer to be displayed in at least one speech bubble. Determine the corresponding sentence.

Note that the answers in FIGS. 4 and 5 are both answers to the user's selected question "What is XXXXX discount?". The reason why the displayed answers are different for the same selected question is because the displayed answers are determined by searching within the answers based on the question text-entered by the user. Specifically, in the case of FIG. 5, the determining unit 33 uses the question “××××× within 1 year” input by the user as text, and selects a part of the answer including content related to the number of years to be displayed in a partial display area. It can be determined as On the other hand, in the case of FIG. 4, since the question entered by the user as text is only "XXXX do.

[Functional configuration of terminal device 100]
Next, the functional configuration of the terminal device 100 shown in FIG. 1 will be explained. FIG. 6 is a functional block diagram showing the functional configuration of the terminal device 100 according to the first embodiment. As shown in FIG. 6, the terminal device 100 includes a communication section 111, a storage section 112, and a control section 120. Further, the terminal device 100 is connected to the input device 200 and the output device 300 so as to be communicable by wire or wirelessly.

The input device 200 is a device for inputting various information to the terminal device 100. The input device 200 is, for example, a keyboard, a mouse, a touch panel, or the like. Further, the input device 200 does not need to be a peripheral device, and may be a part of or integrated with the terminal device 100, or may be a software keyboard displayed on the output device 300.

The output device 300 is a device for outputting various information output from the terminal device 100. The output device 300 is, for example, a liquid crystal display or a touch panel. The output device 300 also does not need to be a peripheral device, and may be a device that is part of or integrated with the terminal device 100.

The communication unit 111, like the information processing device 10, is a processing unit that controls communication with other devices. For example, the communication unit 111 transmits a question to the information processing device 10 and receives an answer to the question from the information processing device 10.

Like the information processing device 10, the storage unit 112 is an example of a storage device that stores various data and programs executed by the control unit 120. This storage unit 112 stores screen information 113.

The screen information 113 is stroke interaction information between the user and the chatbot, which is displayed on the output device 300 or the like. Stroke dialogue information is information regarding questions and answers in speech bubbles exchanged between the user and the chatbot, as shown in FIGS. 4 and 5, for example.

Note that the storage unit 112 can store various information other than the screen information 113.

The control unit 120 is a processing unit that controls the entire terminal device 100, and like the information processing device 10, it is, for example, a processor. The control unit 120 includes an input reception unit 121 and a display unit 122.

The input receiving unit 121 is a processing unit that is connected to the input device 200 and receives questions and the like input from the user via the input device 200.

The display unit 122 is a processing unit that is connected to the output device 300 and displays screen information 113 and the like via the output device 300.

[Processing flow]
Next, the flow of FAQ chatbot response processing of the system according to the first embodiment will be explained. FIG. 7 is a flowchart showing the flow of processing according to the first embodiment. The process shown in FIG. 7 is, for example, a process in which a user accesses a chat screen provided by the information processing device 10 via the terminal device 100 and asks a question to a chatbot, thereby obtaining an answer to the question.

First, as shown in FIG. 7, when the input reception unit 121 of the terminal device 100 receives a question input in text by the user using the input device 200 (S101: Yes), the input reception unit 121 of the terminal device 100 sends the input question to the information processing device 10. (S102). Specifically, for example, a question in which the user inputs "XXXX within one year" using the keyboard into the input form of the chat screen displayed on the output device 300 is accepted. At this time, in order to confirm the input, after inputting the question, the user may press the Enter key on the keyboard or press the "Send" button on the chat screen. The input question is transmitted to the information processing device 10 via the communication unit 111.

Next, the reception unit 31 of the information processing device 10 receives the question input on the terminal device 100 (S103: Yes), and searches the FAQ DB 13 based on the received question (S104). Specifically, the reception unit 31 receives and accepts the input question from the terminal device 100 via the communication unit 11. Using the character string of the question received in S103 as a search character string, the FAQ DB 13 is text searched for "answers" to obtain hit "answers." If the number of "answers" hits is multiple, obtain "answers" for the number of hits. Alternatively, it is also possible to set an upper limit on the number of acquisitions in advance, and if the number of hits exceeds the upper limit on the number of acquisitions, only the "answers" within the upper limit can be acquired. Note that if the question is a character string that includes a space (for example, "XXXXXX within 1 year"), a compound search may be performed using the character strings before and after the space.

Next, the search unit 32 transmits the FAQ search results obtained in the search in S104 to the terminal device 100 via the communication unit 11 (S105). Here, the FAQ search results are, for example, question candidates to be presented to the user, and specifically, are "questions" that are stored in association with the "answers" acquired in S104.

Subsequently, the display unit 122 of the terminal device 100 receives the FAQ search result transmitted from the information processing device 10 in S105 (S106: Yes), and displays the received FAQ search result (S107). Specifically, for example, the display unit 122 receives the FAQ search result from the information processing device 10 via the communication unit 111 and stores it in the screen information 113. Then, the display unit 122 displays the FAQ search results as screen information on the chat screen displayed on the output device 300 such as a liquid crystal display. The FAQ search results displayed as this screen information are, for example, question candidates listed under "Is your question below?" as shown in FIGS. 4 and 5.

Subsequently, the input receiving unit 121 receives the question selected by the user using the input device 200 (S108). Specifically, for example, the user selects one question from among the question candidates displayed on the chat screen by clicking the mouse. For example, as shown in FIGS. 4 and 5, the selected question is converted into the corresponding text "What is XXXXX discount?" and is input as the user's chat message.

Next, the input reception unit 121 transmits the question selected in S108 to the information processing device 10 via the communication unit 111 (S109).

Subsequently, upon accepting the question selected by the terminal device 100 (S110: Yes), the accepting unit 31 determines the answer display format of the answer corresponding to the accepted question (S111). Details of S111 will be explained using FIG. 8.

FIG. 8 is a flowchart showing the flow of answer display format determination processing according to the first embodiment. The process shown in FIG. 8 is the process of S111 in FIG. 7 executed by the information processing apparatus 10, and is executed after S110. First, as shown in FIG. 8, the determining unit 33 searches the answer corresponding to the question received in S110 (S201). Specifically, the number of characters in the "answer" in the FAQ DB 13 corresponding to the question received in S110 is acquired or a text search is performed.

If the length (number of characters) of the “answer” that is the search result based on the question received in S110 is not 200 characters or more (S202: No), the determining unit 33 determines to display the entire answer (S203). ). Note that this threshold value (200 characters) can be set arbitrarily.

On the other hand, if the length of the "answer" is 200 characters or more (S202: Yes), it is determined whether there is a part of the "answer" that corresponds to the user input (S204). The question input by the user as text in S101 is used to determine the portion corresponding to the user input. More specifically, this will be explained using FIG. 5 as an example.

In Figure 5, it is shown that the user entered the question "××××× within 1 year" in text and selected the question "What is ××××× discount?" from multiple question candidates. ing. This question corresponds to the second "question" from the top in FIG. The "answer" corresponding to this second "question" includes three delimiter keywords (***1, ***2, ***3). In S204, the determining unit 33 determines whether or not there is a part corresponding to the user input "××××× within 1 year" for some "answers" including each of these three delimiting keywords. . Note that if the "answer" does not include a delimiter keyword, it is determined that the answer is displayed in its entirety without being delimited.

As a result, the determining unit 33 changes the part corresponding to the user input into the part "c. The application date of the current contract is within two years..." which is part of the "answer". It was determined that there was content related to the number of years of "XXXXXX (discount)". As a result, the determining unit 33 determines "c. The application date of the current contract is within two years" as a part of the display area. In this way, if there is a part of the "answer" that corresponds to the user input (S204: Yes), the determining unit 33 determines to display part of the answer (S205).

On the other hand, if it is determined that there is no part of the "answer" that corresponds to the user input (S204: No), the determining unit 33 determines to divide the answer and display the entire text (S206). Further, when deciding to divide and display the entire text, the determining unit 33 separates the entire text of the "answer" based on the delimiter keyword and determines a plurality of sentences.

After executing S203, S205, or S206, the process returns to FIG. 7, and the determining unit 33 transmits the answer to the terminal device 100 via the communication unit 11 (S112). The answer sent here depends on the display format of the answer determined in S203, S205, or S206.

If the answer display format is determined to be full text display in S203, the full text of the "answer" in the FAQ DB 13 is transmitted.

If the answer display format is determined to be partial display in S205, part of the "answer" in the FAQ DB 13 is transmitted. A portion of this "answer" is the partial display location determined in S204.

If it is determined in S206 that the display format of the answer is divided and full text display, then the full text of the "answer" in the FAQ DB 13, divided into a plurality of sentences based on the delimiter keywords, is transmitted.

Note that the "answer" transmitted in S112 is written so that it does not include the delimiter keyword or the delimiter keyword is hidden for display on the terminal device 100.

In addition, in order to indicate to the user that a part of the "answer" is displayed, the "answer" sent in S112 may include a character string or symbol such as "(omitted)" in the omitted section. can. Furthermore, after displaying the "answer" to the user via the terminal device 100, in order to show the omitted part of the "answer" to the user, for example, if a character string such as "(omitted)" is clicked with the mouse, the omitted part is expanded. You can also write an "answer" like this.

Next, upon receiving the answer sent from the information processing device 10 in S112 (S113: Yes), the display unit 122 displays the received answer (S114). Specifically, for example, the display unit 122 receives a response from the information processing device 10 via the communication unit 111 and stores it in the screen information 113. Then, the display unit 122 displays the answer as screen information on the chat screen displayed on the output device 300 such as a liquid crystal display. After executing S114, the process shown in FIG. 7 ends.

[effect]
As described above, if the answer corresponding to the FAQ question received via chat from the terminal device 100 is longer than a predetermined number of characters, the information processing device 10 reads the entire text of the answer based on the content of the answer. Decide whether to display or partially display. If it is decided to display the full text of the answer, multiple sentences separated from the full text are each displayed in different areas. When it is determined to display a part of the answer, a sentence corresponding to the part of the answer is displayed in at least one area. Therefore, it is possible to improve the visibility of the FAQ answer display.

FIG. 9 is a diagram illustrating examples of screen displays of the conventional method and the first embodiment. In conventional screen displays, there are parts of the bottom speech bubble that have too many characters to be displayed. If there is an answer the user needs in an area that cannot be displayed, the user scrolls the screen to search for the answer he or she needs. On the other hand, in the screen display of Example 1, visibility of the answer display is improved by displaying only part of the answer. Users can find the answers they need with minimal or no screen scrolling.

Furthermore, if it is determined to display the entire text of the answer, multiple sentences separated from the full text are each displayed in different areas. Even for answers that cause screen scrolling, as shown in the conventional screen display of FIG. 9, the full text of the answer is divided and displayed in a plurality of different areas, as shown in FIG. This makes it possible to improve the visibility of the answer display even when the full text of the answer is displayed.

Furthermore, the information processing device 10 determines whether to display the entire answer or a part of the answer, depending on whether the answer includes a delimiter keyword. In order to improve the visibility of the answer, the break keyword is inserted into the answer at a location where the answer becomes easier to read. In other words, an answer that does not include a delimiter keyword is one in which the readability of the answer would actually decrease if the answer was delimited. Therefore, it is possible to further improve the visibility of answer display.

Further, the information processing device 10 determines to display a part of the answer when there is a part corresponding to the user input in the part of the answer. Even if an answer includes a delimiter keyword, there are some answers that the user needs and some answers that the user does not need. Therefore, for each part of the answer, it is determined whether there is a part corresponding to the user input or not, and if there is a part corresponding to the user input, it is decided to display the part of the answer. Therefore, it becomes possible to display answers that are more desired by the user.

On the other hand, if part of the answer does not correspond to the user input, the information processing device 10 determines to display the entire answer. Therefore, it is possible to avoid the problem that the answer that the user originally needs is not displayed due to incorrect partial display.

Furthermore, the information processing device 10 includes a character string or symbol such as "(omitted)" in the omitted portion of the answer. Therefore, it is possible to indicate to the user that answer parts other than the partially displayed parts are omitted.
[system]
Information including processing procedures, control procedures, specific names, and various data and parameters shown in the above documents and drawings can be changed arbitrarily unless otherwise specified. Furthermore, the specific examples, distributions, numerical values, etc. described in the examples are merely examples, and can be changed arbitrarily.

Furthermore, each component of each device shown in the drawings is functionally conceptual, and does not necessarily need to be physically configured as shown in the drawings. That is, the specific form of distributing and integrating each device is not limited to what is shown in the drawings. In other words, all or part of them can be functionally or physically distributed and integrated into arbitrary units depending on various loads, usage conditions, etc. For example, the reception unit 31 and search unit 32 of the information processing device 10 can be integrated.

Furthermore, all or any part of each processing function performed by each device may be realized by a CPU and a program that is analyzed and executed by the CPU, or may be realized as hardware using wired logic.

[hardware]
Since the information processing device 10 and the terminal device 100 described above have similar hardware configurations, they will be described as a computer 400 here. FIG. 10 is a diagram showing an example of a hardware configuration. As shown in FIG. 10, the computer 400 includes a communication section 400a, an HDD (Hard Disk Drive) 400b, a memory 400c, and a processor 400d. Further, the respective parts shown in FIG. 10 are interconnected by a bus or the like.

The communication unit 400a is a network interface card or the like, and communicates with other servers. The HDD 400b stores programs and DB that operate the functions shown in FIGS. 2 and 6.

The processor 400d reads a program that executes the same processing as each processing unit shown in FIGS. 2 and 6 from the HDD 400b, etc., and expands it to the memory 400c, thereby executing the process of executing each function explained in FIG. make it work. For example, this process executes the same functions as each processing unit included in the information processing device 10. Specifically, for example, the processor 400d reads a program having the same functions as the search unit 32, the determination unit 33, etc. from the HDD 400b. The processor 400d then executes a process that executes the same processing as the search unit 32, the determination unit 33, and the like.

In this way, the information processing device 10 and the terminal device 100 operate as an information processing device that executes each process by reading and executing a program. Further, the information processing device 10 and the terminal device 100 can also realize the same functions as in the above-described embodiments by reading the program from the recording medium using a medium reading device and executing the read program. Note that the programs referred to in these other embodiments are not limited to being executed by the information processing device 10 and the terminal device 100. For example, the present invention can be similarly applied to cases where another computer or server executes a program, or where these computers or servers cooperate to execute a program.

Note that this program can be distributed via a network such as the Internet. Additionally, this program is recorded on a computer-readable recording medium such as a hard disk, flexible disk (FD), CD-ROM, MO (Magneto-Optical disk), or DVD (Digital Versatile Disc), and is read from the recording medium by the computer. It can be executed by being read.

Regarding the embodiments including the above Example 1, the following additional notes are further disclosed.

(Additional note 1) On the computer,
We accept questions via chat,
If the answer that is the result of a search based on the question is longer than a predetermined number of characters, it is determined whether to display the entire answer or a part of the answer based on the content of the answer. ,
If it is determined to display the full text of the answer, display each of the multiple sentences separated by the full text in a different area,
If it is determined to display a part of the answer, displaying a sentence corresponding to the part of the answer in at least one area;
A program characterized by executing processing.

(Additional note 2) The process of determining whether to display the entire answer or a part of the answer is as follows:
determines to display the full text of said answer if said answer is not delimited;
The program according to appendix 1, characterized in that the program includes a process of determining to display a part of the answer when the answer is divided.

(Additional Note 3) The process of determining whether to display the entire answer or a part of the answer is as follows:
Determine whether or not part of the answer corresponds to user input;
The program according to supplementary note 1, further comprising a process of determining to display a part of the answer when it is determined that the part of the answer corresponds to the user input.

(Additional note 4) The computer is further characterized by executing a process of determining to display the entire text of the answer when it is determined that there is no part of the answer that corresponds to the user input. The program described in Appendix 3.

(Supplementary note 5) The program according to supplementary note 1, wherein the text corresponding to a part of the answer includes a character string or symbol indicating that a part of the answer is displayed.

(Additional note 6) A reception department that accepts questions via chat,
If the answer that is the result of a search based on the question is longer than a predetermined number of characters, it is determined whether to display the entire answer or a part of the answer based on the content of the answer. ,
If it is determined to display the full text of the answer, display each of the multiple sentences separated by the full text in a different area,
An apparatus comprising: a determining unit that displays a sentence corresponding to the part of the answer in at least one area when it is determined to display the part of the answer.

(Additional Note 7) The determination unit is
determines to display the full text of said answer if said answer is not delimited;
Supplementary note 6, characterized in that, when the answer is divided, by deciding to display a part of the answer, it is determined whether to display the entire text or a part of the determined answer. The device described in.

(Additional Note 8) The determination unit is
Determine whether or not part of the answer corresponds to user input;
If it is determined that part of the answer corresponds to the user input, displaying the entire answer or displaying a part of the answer by deciding to display the part of the answer. The device according to appendix 6, characterized in that the device determines whether

(Supplementary note 9) Supplementary note 8, wherein the determining unit further determines to display the entire text of the answer when it is determined that there is no part of the answer that corresponds to the user input. The device described in.

(Supplementary note 10) The apparatus according to supplementary note 6, wherein the text corresponding to the determined part of the answer includes a character string or symbol indicating that part of the answer is displayed.

(Additional note 11) The computer
We accept questions via chat,
If the answer that is the result of a search based on the question is longer than a predetermined number of characters, it is determined whether to display the entire answer or a part of the answer based on the content of the answer. ,
If it is determined to display the full text of the answer, display each of the multiple sentences separated by the full text in a different area,
If it is determined to display a part of the answer, displaying a sentence corresponding to the part of the answer in at least one area;
A method characterized by performing a process.

(Additional note 12) The process of determining whether to display the entire answer or a part of the answer is as follows:
determines to display the full text of said answer if said answer is not delimited;
12. The method according to appendix 11, further comprising determining to display part of the answer if the answer is divided.

(Additional note 13) The process of determining whether to display the entire answer or a part of the answer is as follows:
Determine whether or not part of the answer corresponds to user input;
12. The method according to appendix 11, further comprising determining to display a part of the answer if it is determined that the part of the answer corresponds to the user input.

(Additional Note 14) If the computer determines that there is no part of the answer that corresponds to the user input, the computer further executes a process of determining to display the entire text of the answer. The method described in Appendix 13.

(Supplementary note 15) The method according to supplementary note 11, wherein the text corresponding to the part of the answer includes a character string or symbol indicating that part of the answer is displayed.

(Additional Note 16) A processor,
and a memory operably connected to the processor, the processor comprising:
A reception department that accepts questions via chat,
If the answer that is the result of a search based on the question is longer than a predetermined number of characters, it is determined whether to display the entire answer or a part of the answer based on the content of the answer. ,
If it is determined to display the full text of the answer, display each of the multiple sentences separated by the full text in a different area,
An apparatus comprising: a determining unit that displays a sentence corresponding to the part of the answer in at least one area when it is determined to display the part of the answer.

10 Information processing device 11 Communication unit 12 Storage unit 13 FAQ DB
20 Control unit 21 Chatbot 31 Reception unit 32 Search unit 33 Determination unit 100 Terminal device 111 Communication unit 112 Storage unit 113 Screen information 120 Control unit 121 Input reception unit 122 Display unit 200 Input device 300 Output device

Claims (7)

to the computer,
We accept questions via chat,
If the answer that is the result of a search based on the question is longer than a predetermined number of characters, the content of the answer and whether to display a portion of the answer can be specified. Determining based on the included and pre-stored delimitation keyword for specifying the delimitation point of the answer,
If it is determined to display the full text of the answer and the answer includes the delimiter keyword , displaying each of a plurality of sentences obtained by dividing the full text based on the delimiter keyword in different areas;
If it is determined to display a part of the answer, displaying a sentence corresponding to the part of the answer determined based on the delimiter keyword in at least one area;
A program characterized by executing processing. The process of determining whether to display the entire answer or a part of the answer is as follows:
2. The program according to claim 1, further comprising: determining to display the entire text of the answer if the answer is not separated. The process of determining whether to display the entire answer or a part of the answer is as follows:
Determine whether or not part of the answer corresponds to user input;
2. The program according to claim 1, further comprising: determining to display a part of the answer when it is determined that the part of the answer corresponds to the user input. 3. The computer further causes the computer to execute a process of determining to display the entire text of the answer when it is determined that there is no part of the answer that corresponds to the user input. The program described in. 2. The program according to claim 1, wherein the sentence corresponding to the part of the answer includes a character string or symbol indicating that part of the answer is displayed. A reception department that accepts questions via chat,
If the answer that is the result of a search based on the question is longer than a predetermined number of characters, the content of the answer and whether to display a portion of the answer can be specified. Determining based on the included and pre-stored delimitation keyword for specifying the delimitation point of the answer,
If it is determined to display the full text of the answer and the answer includes the delimiter keyword , displaying each of a plurality of sentences obtained by dividing the full text based on the delimiter keyword in different areas;
and a determining unit that displays, in at least one area, a sentence corresponding to the part of the answer determined based on the delimiter keyword when it is determined to display the part of the answer. device to do. The computer is
We accept questions via chat,
If the answer that is the result of a search based on the question is longer than a predetermined number of characters, the content of the answer and whether to display a portion of the answer can be specified. Determining based on the included and pre-stored delimitation keyword for specifying the delimitation point of the answer,
If it is determined to display the full text of the answer and the answer includes the delimiter keyword , displaying each of a plurality of sentences obtained by dividing the full text based on the delimiter keyword in different areas;
If it is determined to display a part of the answer, displaying a sentence corresponding to the part of the answer determined based on the delimiter keyword in at least one area;
A method characterized by performing a process.

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