JPH09101966A - Answer supporting system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To automatically prepare the report of question information by automatically preparing a question record by automatically specifying keywords for the class and technique of a question by an operation for inputting the character information of the question. SOLUTION: The question character information inputted to a question information input part 8a is decomposed into a noun and a verb by a part-of-speech decomposing processing part 8b. For each field in the record to be registered in a data base 5, a reference record storage part 8c stores various kinds of keywords having possibility to be registered as reference keywords. Concerning noun information and verb information provided by the part-of-speech decomposing processing part 8b, a record extracting processing part 8d retrieves the reference keywords registered for each field registered in the reference record storage part 8c and extracts the coincident reference keywords. A question record preparing part 8e registers the reference keyword for each field extracted by the extracting processing part 8d as a registered keyword and prepares one question record.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an answer support system that supports the creation of an answer to a technical inquiry such as an operating procedure, trouble countermeasure, and design procedure.

[0002]

2. Description of the Related Art Computer control systems are widely used in steel, chemical process, food, and other manufacturing industrial plants. Therefore, if any problems occur, customers should make technical inquiries to computer control system manufacturers. Is coming. On the other hand, the manufacturer side
We set up an answer support system for customer service, built a database related to the technology that is expected to be inquired in advance, and used the database to respond to inquiries from the customer and obtain answer information and respond to the customer. I am trying to do it.

[0003]

However, in such a conventional answer support system, the technician who received the inquiry inputs the model, the type of the inquiry, and the keyword related to the inquiry into the computer by making a judgment based on the inquiry information. It is necessary to search the database for the database, retrieve similar inquiry information from the database, see what kind of response was made in the past, and create the response information by referring to it. there were.

In the case of replying with a document, there is no system for automatically creating it, and the technician who received the inquiry had no choice but to create it manually. Similarly, there is nothing to automatically create an inquiry report, and it requires the technician to search the database of inquiry information, list it, and create it according to a predetermined format. There was a problem that the burden was heavy.

The present invention has been made in view of the above conventional problems, and the model, the inquiry type, and the keyword of the inquiry technique are automatically specified by the operation of inputting the character information of the inquiry, and the inquiry record is automatically obtained. The purpose is to provide an answer support system that can be created.

Another object of the present invention is to automatically find a reply record regarding a similar inquiry by inputting character information of the inquiry and support the reply.

Still another object of the present invention is to enable automatic generation of a query information report.

[0008]

According to a first aspect of the present invention, there is provided a reply support system, a query information input unit for inputting query information as character information, a grammar analyzing unit for performing grammatical analysis of the query character information, and a record A reference keyword storage unit that stores a reference keyword for each field, and a keyword that searches the reference keyword stored in the reference keyword storage unit for the grammar analysis result and extracts a keyword corresponding to each field. It is provided with an extracting means and an inquiry record creating means for creating one inquiry record by registering a keyword for each field for one inquiry information extracted by the keyword extracting means in a predetermined format.

In the answer support system according to the first aspect of the present invention, when an inquiry is received from a user, the inquiry information is input as character information, and the grammar analysis means performs a grammatical analysis of the inquiry character information to identify a noun and a verb. Extract. Then, the keyword extraction means stores the model in the reference keyword storage means,
Search the reference keywords stored in each field such as query type and technical information keyword, match with the nouns and verbs obtained by grammatical analysis, extract the matching keywords for each field, and create a record based on this result The means registers a keyword for each field for the entered inquiry information in a predetermined format to create an inquiry record.

In this way, the system side automatically creates an inquiry record in a predetermined format by inputting the inquiry information as character information, even if the engineer does not perform an operation of decomposing the inquiry information into keywords.

According to another aspect of the present invention, there is provided an answer record storage unit for storing an answer record in which, in addition to the reference inquiry record, the corresponding reference answer character information is additionally registered in one field. A similar record extracting unit that searches the answer record storage unit for the inquiry record created by the first inquiry record creating unit and extracts an answer record in which a similar reference inquiry record is registered as a similar record; It is provided with an answer record editing means for comparing the inquiry record with the similar record and editing the answer record for the inquiry record.

According to the answer support system of the invention of claim 2, the reference record having the similar record extracting means stored in the answer record storing means with respect to the query record created by the query record creating means of claim 1. And the corresponding standard response character information is additionally registered in one field, and a similar standard response record is extracted as a similar record.

Then, the answer record editing means compares the actual inquiry record with the extracted similar record, and the engineer can use the obtained similar record as the answer record, for example. It is determined whether or not any field of the answer record needs to be changed, the necessary field changing operation is performed, and the answer record to the inquiry record is finally edited.

As a result, the system automatically extracts from the standard answer record storage means an answer record that is close to the required answer for the inquiry information, and the technician makes the necessary changes to the final answer record. Will be able to generate.

According to a third aspect of the present invention, in the answer support system according to the second aspect, the answer document is further filled by filling each blank column of a predetermined answer document format based on the answer record edited by the answer record editing means. It is provided with a response document creating means for creating.

According to the third aspect of the invention, the answer document creating means fills each blank column of the predetermined answer document format based on the final answer record edited by the answer record editing means in the answer support system of the second aspect. By doing so, the answer document can be automatically created.

The answer support system of the invention of claim 4 is a code assigning means for attaching a report identification code to a predetermined field of the answer record edited by the answer record editing means of claim 2, if necessary. Response record storage means for sequentially storing the response records edited by the response record editing means, including the one to which the report identification code is added, and the response records stored in the response record storage means. Search and
Automatically by filling a blank in a predetermined format with the data of each field for the answer record extracting means for report for extracting the answer record with the report identification code and the answer record extracted by the answer record extracting means for report And a report creating means for dynamically creating a report.

According to the answer support system of the invention of claim 4, the answer record created by the answer record editing means in the answer support system of claim 2 is added with a report identification code if necessary, and the answer record is stored. In the answer record storage / storage means, the report identification code is not added when it is not necessary.

If a report needs to be created, the report response record extraction means extracts the response record to which the report identification code is added from the response record storage / storage means, and for each of these extracted response records, The report creating means automatically creates a report by filling the blanks of a predetermined report document format with the data of each field.

Thus, it becomes possible to automatically create a report document about inquiry information and its answer information.

[0021]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 1 shows a hardware system configuration of one embodiment of the present invention, which is a computer system, and includes a display device 1 and a keyboard 2 as a man-machine interface, a printer 3 and an external storage device 4 as an output device, and an answer. The information is displayed on the database 5, which stores a huge amount of data required for the support system in a predetermined format, and the display device 1, receives the input from the keyboard 2, executes the designated arithmetic processing, and the printer 3 or the like. The computer main body 6 outputs the data to the external storage device 4 and accesses the database 5 to read, write, and search the data.

The computer main body 6 executes various arithmetic processes registered in a storage device (not shown), and manages the database 5 as software for executing the answer support process related to the present invention. The database manager 7 accesses the database 5 with respect to the input inquiry information and creates an inquiry record and registers it in the database 5. A record creating section 8 automatically creates an answer document in a predetermined format and outputs it to the printer 3. ,
Further, there are provided an answer creating section 9 to be stored in the external storage device 4, and a related report creating section 10 to automatically create a report document, a journal document and the like in a predetermined format and output them to the printer 3 and save them in the external storage device 4. ing.

A block diagram of the inquiry record creation processing function executed by the record creation unit 8 is as shown in FIG. That is, the inquiry information input unit 8a corresponding to the display device 1 and the keyboard 2 for inputting inquiry information in characters.
And a part-of-speech decomposition processing unit 8b that decomposes the input inquiry character information into nouns and verbs, and various keywords that may be registered in each field in the record registered in the database 5 as reference keywords. The stored reference record storage unit 8c and the reference keyword registered for each field registered in the reference record storage unit 8c for each noun information and verb information obtained by the part-of-speech decomposition processing unit 8b A record extraction processing unit 8d for searching and extracting a matching reference keyword, and a reference keyword for each field extracted by this record extraction processing unit 8d as a keyword to be registered in the field, and for each inquiry record of a predetermined format. A query record creation unit 8 that creates one query record by registering in the field When, and a query record registration unit 8f for sequentially storing the inquiry record created. The inquiry record registration unit 8f is prepared in a predetermined area of the database 5.

FIG. 3 is a block diagram showing the answer document creating processing function executed by the answer creating unit 9. That is, a query record input section 9a for calling a query record registered in the query record registering section 8f or directly fetching a query record created by the query record creating section 8e and a lot of past query information are created. A response record registration unit 9b is provided that stores a large number of response records in a format in which the response information actually provided for each query information is registered in the response field prepared for each query record together with the query record. . The answer record registration unit 9b is prepared in a predetermined area of the database 5.

The answer creating section 9 also searches the fixed record of the answer record registering section 9b for the inquiry record input from the inquiry record input section 9a, and extracts answer records having similar inquiry record parts as similar records. Whether the record search unit 9c and the extracted similar record are displayed on the display device 1 in contrast display together with the inquiry record, and the similar record can be used as the response record without changing the knowledge of the engineer, Create a response record corresponding to the inquiry information by deciding whether or not it can be used by making the necessary edits, making the necessary edits and copying it to the answer field provided in the inquiry record, or by directly entering it. Then, it is sequentially recorded in the response record registration section 9b as a new response record. It has a to go answer record editing unit 9d.

The answer creating section 9 further reads the answer record created by the answer record editing section 9d or any answer record registered in the answer record registering section 9b,
An answer document is automatically created by automatically filling the data in the corresponding fields of the answer record in each blank column of the prepared answer document format, and this is output by the printer 3, and is also stored in the external storage device. 4 is included in the response document output unit 9e.

The related report creating section 10 collects inquiry information inquired during a certain period of time in the form of a report to create a problem report and a related journal, and has a function as shown in FIG. It is a composition. That is,
Form registration section 1 in which the specified form data for problem reports and the specified form data for inquiry journals are registered
0a and the form data for the problem report from the form registration unit 10a, the answer record created during the predetermined period registered in the answer record registration unit 9b is searched, and the report identification code is added. Edit the problem report by extracting only the answer records that are present, posting the data in the corresponding fields of the answer record in the blank fields according to the format for the problem report, and then entering the required information. The editing unit 10b is provided. Similarly, the form data for the inquiry journal is taken out from the form registration unit 10a, the reply record created during the predetermined period registered in the reply record registration unit 9b is searched, and the aggregation process and the filter are performed by the predetermined method. It is provided with a query journal editing unit 10c that performs processing and edits the query journal by inserting the processing result into each blank column of the query journal format.
And the editing results of these problem report editing unit 10b,
The printer 3 is also provided with a report / journal output unit 10d for outputting the edited result of the inquiry journal editing unit 10c by the printer 3 and registering it in the external storage device 4.

Next, the response support processing operation for an inquiry by the response support system having the above configuration will be described. FIG. 5 shows a flow chart of the procedure for processing selection in this system.
Displays a menu selection screen (step S1), and the technician responds to the data registration process (step S2).
a), a similar example search process (step S2b), an answer creation process (step S2c), or a related report creation process (step S2d) is selected.

First, based on FIGS. 6 to 9, step S2a
The data registration process will be described. Upon receiving the inquiry from the user, the technician listens to the inquiry and inputs the inquiry information using the display device 1 and the keyboard 2. FIG. 6 shows a case where there is an inquiry about a troubleshooting method, and FIG. 7 shows a case where there is an inquiry about an operating procedure.

If the inquiry is about a trouble, the technician hears the inquiry content as shown in FIG.
Enter the inquiry information "Screen lock occurs on point screen 00".

In response to this, the inquiry information input unit 8a passes the input inquiry information to the part-of-speech decomposition processing unit 8c, and the part-of-speech decomposition processing unit 8b responds to this inquiry information by "HMI",
Character data is obtained by performing part-of-speech decomposition into nouns and verbs such as "HMI2000", "point screen", "screen lock", "nonconformance", and "occurrence".

Then, the record extraction unit 8d makes a reference record registration unit 8 for each of these decomposed character data.
c is searched and compared with the reference keyword registered for each field attribute, in this case, the field attribute “model”, “classification”, and “content keyword”, and if a matching keyword is found, the reference keyword is found. An inquiry record is automatically created by registering a reference keyword in the field corresponding to the registered attribute of.

In the example of FIG. 6 described above, "HMI1000", "HMI2000", and "C" are used as reference keywords for the field attribute "model" in the reference record registration unit 8c.
When “RT”, “PLC”, “KB”, ... Are registered, since the reference keyword “HMI2000” matches the decomposed character data “HMI2000”, as shown in FIGS. 6 and 8. This reference keyword “H” is added to the field of the attribute “model” of the inquiry record to which the ID number 3011 is automatically added as the reference number.
MI2000 ”is registered.

Similarly, by searching the reference keyword for each attribute of the reference record registration section 8c, "design", "operation method", "work procedure", as a reference keyword in the classification field indicating the type of inquiry, If "nonconformance", "trouble", etc. are registered, the decomposed character data "nonconformance" match, so in this case, "T" (T
Is an abbreviation of trouble) is registered.

If "point screen" and "screen lock" are registered in the inquiry content keyword field of the reference record registration section 8c, the part-of-speech character data "point screen" and "screen lock" match. , And these are sequentially registered in the field group of the “keyword” of the technical term of the inquiry content in the inquiry record 3011. The created inquiry record is stored in the predetermined inquiry record storage area of the database 5 by the inquiry record registration unit 8f.

Thus, the inquiry information "screen lock occurs on the point screen of HMI2000" as shown in FIG.
By the character input of, the inquiry record creating unit 8 automatically creates the record of the ID number 3011 in FIG. 8 and registers it in the database 5 as one of the inquiry records.

Similarly, when the inquiry information of the operating procedure as shown in FIG. 7, "I want to graphically display FIC01.PV", is input, "display", "want to display", "FIC", " FIC01 "," PV "," F "
IC01. “PV”, “graphic”, and the like are decomposed into parts of speech, and the reference record registration unit 8c is searched to find ID3
As shown in the inquiry record of 013, the model field is “CRT”, the classification field is “OP” (OP is an operation method), and the inquiry content keyword field is “FI”.
C "," FIC01 "," PV "," FIC01.P "
Keywords such as “V”, “display”, and “graphic display” are registered, the obtained inquiry record is registered in the database 5, and a database of inquiry records is formed in a predetermined area of the database 5.

Next, in step S2 in the menu selection of FIG.
A processing procedure when the similar example search processing of b is selected will be described. The similar record search process is executed by the response record creating unit 9. First, the inquiry record to be searched for a similar record is read from the inquiry record registration unit 8f, displayed on the display device 1, and the similar example search process menu is designated to start the inquiry record. Here, in the inquiry record data table of FIG.
It is assumed that the inquiry record 3011 is selected and a similar example search command is given.

When a similar example search command is given, the similar record search unit 9c of the reply record creation unit 9 accesses the reply record registration unit 9b of the database 5 in which a large number of reply records created in the past are registered, and the ID 3011 "HM" in the "Model" field in the inquiry record
"I2000", "T" in the "category" field, and "point screen" and "screen lock" in the "keyword" field of the inquiry content, and see the registration data for each of those fields from the past response records. Extracts that match or partially match. In this example,
As shown in FIG. 9, the data “HMI3000” that partially matches the “model” field is registered in the ID 2041 of the reply record data table of the reply record registration unit 9b, and the same “T” is registered in the “classification” field. Is registered, and it is assumed that there is an answer record in which “screen lock” and “point screen” are registered in the “keyword” field of the inquiry content.

At this time, the similar record search unit 9c extracts the answer record of this ID 2041 as a similar record and passes it to the answer record editing unit 9d, and the answer record editing unit 9d displays the similar record extracted together with the inquiry record on the display device 1. To display. Then, the technician looks at the display and compares it with the inquiry record of ID 3011,
In the inquiry record, the data in the field is "HMI2
000 ”is similar to“ HMI3
Although it is different from "000", it is considered that the data of other fields are almost the same.

Then, it is determined whether or not this similar record cannot be used as the reply record of the inquiry record of this time. In the case of this example, the model numbers of the models are slightly different, and since the devices are the same in reality, it can be determined that they can be completely used. Therefore, the engineer has ID20.
The data “reset once” registered in the “answer” field of the similar record No. 41 has ID 3011.
"Answer" prepared in advance in the inquiry record of
Copy to the field. When the editing of the answer record is completed in this way, the newly created inquiry record with the ID 3011 becomes the answer record, and this is additionally registered in the answer record registration unit 9b (ID in FIG. 10).
3011 record).

Similarly, for the inquiry record with ID 3013, if the similar record search unit 9c searches the answer record registration unit 9b to extract the answer record with ID 2043, in this case, the inquiry content of the inquiry record with ID 3013 is displayed. While “PV” (PV means control amount) is registered in the “keyword” field, “SV” (SV is a set value is set in the “keyword” field of the response record with ID 2043. It means that there is a slight difference in the registered data. It should be noted that in the field of “answer” of the similar record with the ID 2043, the contents of past answers such as “operate tool 02” are registered.

Therefore, the technician compares the inquiry record displayed on the display device 1 with the similar record, and in consideration of the above-mentioned difference and reply contents, the tool 02 is used for the graphic display of "SV". Even if the same operation can be performed on the graphic display of “PV”, if it is determined that “tool 01” should be used instead of “tool 02” in this case, “response” of the similar record with ID 2043 is displayed. The data of the field is copied to the “answer” field of the inquiry record with ID 3013 and edited to change “tool 02” to “tool 01”. This is stored in the answer record registration unit 9b as the answer record for the inquiry record with ID 3013. It is newly additionally registered (see the record of ID3013 in FIG. 10).

In this way, if a similar record is extracted from a certain query record and necessary edits are made to create a reply record, it is possible to respond to the user's query while looking at it. However, the answer may be requested in the form of a document, and in that case, the answer document creating unit 9e automatically creates the answer document.

The automatic creation processing of this answer document is as follows.
The reply document creating unit 9e has a built-in reply document form 21 as shown in FIG. 11, and if there is a reply document creating command for the reply record obtained by the reply record editing unit 9d, the reply document form 21 Each blank column 21a-2
It is automatically created by the process of transferring the data of each field of the answer record to each 1f. For example, date column 2
The date of creation of the answer document is inserted in 1a, and the name of the inquirer is inserted in the inquirer field (the name of the inquirer is not mentioned in the above description, but this is also the technician when creating the inquiry record). Character data of the "title" of the answer record is transferred to the inquiry content field 21d, the model name field 21e is the data of the "model" field of the answer record, and the answer field 21f is the answer field 21f. The data in the "answer" field of the answer record is transferred. The answer document 21 thus automatically created can be output in the form of a document by the printer 3.

Next, the process of automatically creating a problem report by the related report creating unit 10 will be described. Related report creation process on the menu screen of FIG. 5 (step S2d)
When is selected, the problem report editing unit 10b of the related report creating unit 10 causes the problem record editing unit 10b to select a predetermined period of the answer records registered in the answer record registering unit 9b, for example, on a monthly or weekly basis, or on a designated basis. Search for items registered in any period, and trouble "T" that becomes a particular problem
Only answer records that are registered in the classification field are extracted. Then, the form registration unit 10a calls the form 22 of the problem report as shown in FIG. 12, and transcribes the corresponding field data of each of the extracted answer records in the blank column. The problem report thus automatically created can be output in the form of a document by the printer 3 and can be saved in the external storage device 4 as required.

In this problem report, answer records in which "T" is registered in the "classification" field are extracted for a predetermined period, and further classified by "model" field, and by "keyword" in the inquiry content. By performing the data processing for classifying and totalizing, it is possible to provide various kinds of information such as what kind of tendency the inquiry received has and what part has many troubles.

Regarding the inquiry journal, various data processing arithmetic expressions are input from the keyboard 2 to the data table of the answer record registered in the answer record registration section 9b of the database 5, and the date order of the inquiry records is entered. Perform data processing such as list up, sort using inquiry classification or model as a key, filtering, etc., create a journal according to the form of the inquiry journal registered in the form registration unit 10a based on the result, and display it. A list is displayed on the device 1 and further output as a document by the printer 3. It should be noted that several types of inquiry journal formats are prepared, a macro program corresponding to that format is registered, and when a command to create an inquiry journal of a certain format is given, the registered macro program is automatically executed. It is also possible to register a function of inserting the result into a predetermined blank column of the inquiry journal.

Further, as shown in FIG. 10, a "TT" field for registering rank data in the answer record is added, and the rank data is registered at the time of registering the answer record to make an inquiry. It is also possible to adopt a method of inquiring the search period and rank at the time of creating the journal and extracting only the records of IDs satisfying the conditions to create the journal.

The formats of various documents exemplified in the above embodiment can be set arbitrarily and are not limited to those exemplified. Also database 5
The format of the data table of the inquiry record and the answer record can be set arbitrarily, and is not limited to those illustrated.

[0051]

As described above, according to the first aspect of the present invention,
When an inquiry is received from a user, when the inquiry information is input as character information, the grammar analysis means performs grammatical analysis of the inquiry character information, and the keyword extraction means stores fields such as model, inquiry type, technical information keyword in the reference keyword storage means. The reference keywords stored for each field are searched, the nouns and verbs obtained by grammar analysis are matched, the matching keywords are extracted for each field, and the record creation means is based on this result Since the inquiry record is created by registering the keywords for each field in a prescribed format, the inquiry information can be entered as text information without the need for an engineer to decompose and enter the information about the inquiry. Only then, the system can automatically create a query record in the prescribed format. , It is possible to reduce the labor burden of engineers at this point.

According to the second aspect of the present invention, with respect to the inquiry record created by the inquiry record creating means of the first aspect, the reference inquiry record stored in the answer record storage means by the similar record extracting means and the corresponding reference inquiry record. A reference answer record in a format in which the reference answer character information is additionally registered in one field is searched, a similar reference answer record is extracted as a similar record, and the actual inquiry record and the similar record extracted by the answer record editing means are searched. In contrast to this, the technician determines, for example, whether the obtained similar record can be used as an answer record, whether any field of the answer record of the similar record does not need to be changed, and so on. Change the appropriate fields, and finally record the answer to the query record. Since so as to edit the soil,
The system can automatically extract the answer record that is close to the required answer to the inquiry information from the standard answer record storage means, and the engineer can make the necessary changes to generate the final answer record. become,
It is possible to reduce the labor load of creating an answer record.

According to the third aspect of the invention, the answer document creating means creates each blank column of the predetermined answer document format based on the final answer record edited by the answer record editing means in the answer support system of the second aspect. Since the answer document is automatically created by filling it, the answer document to the inquiry can be easily created without burdening the engineer.

According to the invention of claim 4, the answer record created by the answer record editing means in the answer support system of claim 2 is added with a report identification code if necessary and stored in the answer record storage means. If it is not necessary, the report identification code is not added and is stored in the answer record storage / storage means as it is. Extract the assigned answer record from the answer record storage means,
For each of the extracted answer records, the report creating means automatically creates a report by filling the blanks in the prescribed format with the data in each field. The document can be automatically created, and the burden on the technician for creating the report can be reduced.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a hardware configuration of one embodiment of the present invention.

FIG. 2 is a functional block diagram of a record creating unit according to the above embodiment.

FIG. 3 is a functional block diagram of an answer creating unit according to the above embodiment.

FIG. 4 is a functional block diagram of a related report creating unit according to the above embodiment.

FIG. 5 is a flowchart showing a selection procedure of various processes according to the above embodiment.

FIG. 6 is a flowchart showing a part-of-speech decomposition process from inquiry information by the inquiry record creation unit of the above embodiment.

FIG. 7 is a flowchart showing a part-of-speech decomposition process from other inquiry information by the inquiry record creation unit of the above embodiment.

FIG. 8 is an explanatory diagram showing a data table of inquiry records created by the inquiry record creation unit of the above embodiment.

FIG. 9 is an explanatory diagram showing a data table of answer records registered in the answer record registration unit of the above embodiment.

FIG. 10 is an explanatory diagram showing a data table of answer records created by the answer record creating unit of the above embodiment.

FIG. 11 is an explanatory diagram showing a format used by the response document creation unit of the above embodiment.

FIG. 12 is an explanatory diagram showing a problem report document created by the related report creation unit of the above embodiment.

[Explanation of symbols]

 1 Display Device 2 Keyboard 3 Printer 4 External Storage Device 5 Database 6 Computer Main Body 7 Database Manager 8 Record Creation Section 8a Query Information Input Section 8b Part of Speech Decomposition Processing Section 8c Reference Record Storage Section 8d Record Extraction Processing Section 8e Query Record Creation Section 8f Query Record registration section 9 Response creation section 9a Query record input section 9b Response record registration section 9c Similar record search section 9d Response record editing section 9e Response document output section 10 Related report creation section 10a Style registration section 10b Problem report editing section 10c Inquiry journal Editorial department 10d Report / journal output department 21 Respondents' format 22 Problem report format

Claims (4)

[Claims] 1. A query information input means for inputting query information as character information, a grammar analysis means for performing grammatical analysis of the query character information, and a reference keyword storage means for storing a reference keyword for each field of a record. A keyword extraction unit that searches the reference keyword stored in the reference keyword storage unit for the grammar analysis result and extracts a keyword corresponding to each field; and one inquiry information extracted by the keyword extraction unit. And an inquiry record creating means for creating one inquiry record by registering the keywords for each field in a predetermined format. 2. An answer record storage means for storing an answer record in which, in addition to the reference inquiry record, the corresponding reference answer character information is additionally registered in one field, and an inquiry record creating means according to claim 1. For the inquiry record, the answer record storage means is searched, and a similar record extracting means for extracting an answer record in which a similar reference inquiry record is registered as a similar record, and the inquiry record and the similar record are compared. Let
An answer support system comprising an answer record editing means for editing an answer record for the inquiry record. 3. The reply according to claim 2, further comprising: a reply document creating unit for creating a reply document by filling each blank column of a predetermined reply document format based on the reply record edited by the reply record editing unit. Support system. 4. A code assigning means for attaching a report identification code to a predetermined field of the answer record edited by the answer record editing means according to claim 2, if necessary, and an answer record editing means according to claim 2. Answer record storage means for sequentially storing answer records, including those to which the report identification code has been added, and answer records stored in the answer record storage means, are searched, and the report identification code is given. A response record extracting unit for a report that extracts response records, and a report is automatically created by filling blanks of a predetermined report document format with data of each field for the response records extracted by the response record extracting unit for a report. Answer support system Tem.