JPH10154057A - Active user supporting method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an active user supporting method which performs various supports in accordance with the state of a user even without a support hoping input by the user. SOLUTION: For instance, an insurance information service system which applies this method consists of user state detecting data 122 which associates the user's state of a user with an operation pattern which appears at the time of the user's state, support feature selecting data 124 which associates the user's state with a user support feature name activated at the time of the user's state and one or more user support features 126 to 132. In such cases, whenever an input is received from a user, the content of the input is stored as operation log data 120, collation between operation pattern data of the data 122 and the data 120 is performed, when operation pattern data that coincides exists, the data 124 is retrieved with the corresponding user's state data as a key, a corresponding support feature name is read, and the support feature which corresponds to the support feature name is activated.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION The present invention relates to an information service system for providing an information service in response to a request from a user, in which it is difficult to continue using the information service while monitoring the usage status of the user. How to help those who are.

[0002]

2. Description of the Related Art As a method of receiving a service request by a user's own operation and providing a service in response to the request, the state of the user is monitored and the user is supported as necessary. There is a prior art. JP 62
In the monitoring method of the automatic transaction apparatus described in -57063, when the number of operation errors exceeds a predetermined reference, a clerk is notified of customer information, and the clerk receiving the notification provides assistance. In the automatic teller machine described in Japanese Patent Application Laid-Open No. 64-70870, when an operation is not performed for a reference time or more and the operation is determined to be stagnant, the operation screen is switched to a beginner's screen. In the operation guide system of the automatic transaction apparatus described in Japanese Patent Application Laid-Open No. 2-247776, the time required for each operation, the number of error operations,
The system determines whether the user is used to the operation or is unfamiliar with the operation based on the number of transaction uses and the user's selection input, and assists the user by switching the operation guide screen. Also, Japanese Patent Laid-Open No. 6-4
In the customer operation guidance system described in No. 4283, when the user is confused by the operation, by selecting an operation key for interlocking with the counter, it is possible to receive interactive support from the counter staff. These are applied to ATMs and the like that accept transactions unattended in the field of finance and the like, and the main purpose is to support users who do not know how to operate.

[0003]

An information service system is being introduced for the purpose of providing multi-site and integrated counter functions in response to diversifying customer / resident needs in the financial or public fields. . The information service system is installed in an unmanned store / branch office, and accepts transactions and various procedures, and provides information services such as information provision and remote consultation. In such a system, the purpose of user support also becomes diversified with the diversification of provided services. In the case of a service for accepting transactions and procedures, it is better to be able to process as many cases as possible, so it is necessary to provide support so that it can be completed in a short time. On the other hand, in the case of information provision and remote consultation services, the purpose of use of the user is often unclear, and it is necessary to provide support so that the use does not end halfway. However, Japanese Patent Application Laid-Open No. Sho 62-5108
3, JP-A-64-70870 and JP-A-2-2277
In the conventional method described in No. 76, only the explanation of the operation method is considered as the support purpose of the user, and support for the user whose use purpose is unclear is not considered.
In the customer operation guidance system described in JP-A-6-44283, support other than the main purpose of the operation support is also possible because the counter staff responds. However, in this method, the user must select an operation key for interlocking with the window, and there is a problem that the possibility of pressing this key is low for a user with a weak motivation to use. An object of the present invention is to solve the above problems and provide an active user support method capable of performing various kinds of support according to various states of a user without input of a user's request for support. is there.

[0004]

In order to achieve the above object, the present invention is an active user support method in an information service system for providing an information service in response to a user request from an input / output device, User state detection data storing a plurality of pairs of a user state and a time-series operation pattern corresponding to the user state, and a user support function to be activated in the case of the user state and the user state Each time an operation input from the user is received or a no-operation state is detected, (a) the content of the operation input or no operation Updating the time-series operation log data by storing the state as the latest data; and (b) comparing the time-series operation pattern of the user state detection data with the time-series operation log data, You For example, a step of reading a user state corresponding to the time-series operation pattern; and (c) a step of searching the support function selection data by using the read user state as a key and reading a corresponding user support function name. When,
(D) activating the user support function corresponding to the read user support function name is executed.

Further, the non-operation state is detected when an operation input from a user is not received even after a predetermined time corresponding to the state of the input / output device.

In addition, the time required for each operation is added to each data of the time series operation pattern in the user state detection data, and in the step (a), the contents of the operation input are the contents of the immediately preceding input or The elapsed time from the detection of the last non-operation state to the operation input is added, and the content of the non-operation state is from the time of the last input or the detection of the last non-operation state to the detection of the non-operation state. And updates the time-series operation log data by storing the time-series operation log data as the added latest data. In the step (b), the time-series operation pattern of the user state detection data and the time-series operation log data are updated. The collation with the series operation log data is performed including the time data.

In the step (c), when there are a plurality of matching time-series operation patterns, an input area for selecting one of the plurality of user states is displayed on the input / output device. The support function selection data is retrieved using the user state selection input value received in the input area as a key, and the corresponding user support function name is read.

[0008] The user status included in the user status detection data and the support function selection data is:
(1) A state in which the purpose of use has not been formed, (2) A state in which the purpose has been formed but a function for achieving the purpose cannot be selected, and (3) A state in which the function can be selected but the operation method is unknown. , (4) an operation method is known, but it is difficult to execute the operation. If the user state is (1), a purpose formation supporting function for providing information to assist the user in forming a purpose. When the user status is (2), a function selection support function for providing information to assist in selecting a function is started, and when the user status is (3), information on the operation method is displayed. The provided operation method explanation support function is activated, and when the user state is (4), the operation assistance support function for assisting the operation is activated.

[0009] Further, the purpose formation support function displays on the input / output device a description of the contents of an information service provided without an operation input from a user, and the function selection support function is provided. A description of each function of the information service,
An input area for receiving an input of whether to use the function is displayed on the input / output device, the operation method explanation support function displays an explanation of the operation method on the input / output device, and the operation assistance support function The display of the input reception area for the operation input that the user is going to perform is changed for beginners.

[0010]

DESCRIPTION OF THE PREFERRED EMBODIMENTS An insurance information service system to which the present invention is applied will be described in detail with reference to the drawings.
This system accepts an information service request by a user's operation, and provides the user with various information services on insurance, such as introduction of insurance products, simulation of contract contents, and guidance on branches and ATM installation locations. FIG. 1 is an overall configuration diagram of the present system. Upon receiving an input from a user via the input / output device 104, the insurance information service system 102 receives a UI (User Interface).
Step 106 is performed. The UI process 106 notifies the information service providing process 108 of the received information service request. The information service providing process 108 displays the information service according to the request on the input / output device 104 via the UI process 106. As described above, the insurance information service system 102 provides an information service according to the request of the user.

[0011] The UI processing 106 also transmits the received input contents to the operation log acquisition processing 110. The operation log acquisition processing 110 performs operation log data 1 based on the transmitted contents.
20 is updated, and the user status detection processing 112 is notified that the operation log data 120 has been updated. The operation log acquisition processing 110 refers to the no-operation determination time data 118 indicating that there is no input from the user, and updates the operation log data 120 even when it is determined that the user's operation is no operation. The user status detection processing 112 is notified that the data 120 has been updated. Upon receiving the notification, the user state detection processing 112 reads the operation log data 120 and the user state detection data 122, compares the two data, and if there is matching data, determines the corresponding user state and selects the corresponding function. Notify 114. Support function selection processing 114
Searches the support function selection data 124, reads the support function name corresponding to the notified user state, and executes the support processing 11
Notify 6. The support processing 116 uses a UI to activate the support function.
The process 106 is notified and a support process corresponding to the support function name is performed.

In the present system, as a support for the user, the provided service knowledge data 134 is read, and a brief description of the service provided by the present system is input / output device 1.
04, an automatic demonstration process 126, an operation guidance process 128 for reading the usage method knowledge data 136 and the operation log data 120 and displaying guidance according to the purpose of use on the input / output device 104, an operation method knowledge data 138, and an operation. An operation explanation process 130 for reading the log data 120 and displaying an explanation of an operation method that can be performed at that time on the input / output device 104, and it is difficult to read and execute the operation assistance method data 140 and the operation log data 120. An operation assisting process 132 for changing the display of the input / output device 104 to facilitate the operation is provided.

FIG. 2 shows the insurance information service system 10.
FIG. 2 is a hardware configuration diagram of an information processing apparatus used for No. 2;
In the data section 208 of the external storage device 206, the no-operation determination time data 118, the operation log data 120, the user state detection data 122, the support function selection data 124, the provided service knowledge data 134, and the usage method knowledge data 13
6. The operation method knowledge data 138 and the operation support method data 140 are stored. The UI processing 106, the information service providing processing 108, the operation log acquisition processing 110, the user state detection processing 112, the support function selection processing 114, and the support processing 116 are stored in the external storage device 206 as processing programs 210. The functions provided by the insurance information service system 102 are as follows.
Is read out to the memory 204 and processed.

FIG. 3 shows an example of the no-operation determination time data 118. The screen ID 302 stores a unique ID assigned to each of all the screens displayed on the input / output device 104 by the insurance information service system 102.
The Normal value 304 stores a value of a standard required time required for an operation corresponding to each screen. The Long value 306 stores a value for performing no-operation determination for each screen.

FIG. 4 shows an example of the operation log data 120. The operation name 402 stores the name of the operation performed by the user. When the operation content cannot be specified only by the operation name 402 as in “menu selection”, data for specifying an operation target such as a menu item is further stored in the operation attribute 404. The screen ID 406 when the operation is performed is displayed in the screen ID 406.
In the required time 408, the required time from the previous operation to the relevant operation is set to “Short”, “Normal”, or “Lon” based on the value of the no-operation determination time data 118.
g ”and store it. Time required is Norm
If the value is shorter than the al value 304, the data value of the required time 408 of the operation log data 120 is “Short”. Required time is longer than Normal value 304 and Long value 3
If it is shorter than 06, the required time 40 of the operation log data 120
The data value of 8 is “Normal”. Required time L
If it is longer than the long value 306, the data value of the required time 408 of the operation log data 120 is set to “Long”. Also,
The uppermost part in FIG. 4 is the latest data, and the lower the data, the older the data is stored in chronological order.

FIG. 5 shows an example of the user state detection data 122. The data 122 stores operation patterns corresponding to various user states. Read number 50
1 is a number indicating the order of all data, and a pattern number 50
2 stores a number indicating the order in one set of operation patterns. For example, the operation pattern data whose read number 501 is “1” has the pattern number “1”, and the pattern number “2” following this operation pattern data
Since there is no subsequent operation pattern data, one operation pattern set is made only by the operation pattern data of the pattern number “1”. The four operation pattern data whose read numbers 501 are “3” to “6” have pattern numbers of “1” to “4”, respectively. We are making a set. The operation pattern data with the larger value of the pattern number 502 corresponds to the previous operation in time.
The operation name 504, the operation attribute 506, the screen ID 508, and the required time 510 are portions of the operation pattern data which are to be collated with the operation log data 120. User status name 5
12 stores the user state corresponding to the appearance of each operation pattern data in the data of the largest number (the earliest data in time) in one set of operation patterns.
When the data value is “*”, the operation log data 120
Any value of is considered a match. A data value "-" indicates that the data is empty.

FIG. 6 shows an example of the support function selection data 124. The support function name 604 stores the name of the support function to be activated in the state of the user state name 602.

Hereinafter, the processing of active user support in the present system will be described in detail with reference to the drawings. 7 is a UI process 106, FIG. 8 is an operation log acquisition process 110, FIG. 9 is a user status detection process 112, and FIG. 10 is a support function selection process 11
4 and FIG. 11 are flowcharts showing the flow of each processing of the support processing 116. Each figure will be described below together with the description of a specific example.
0 is briefly described.

There are two types of factors for starting the operation log acquisition processing 110. One is started by calling from the UI processing (step 704 in FIG. 7), and the other is resetting the timer value in step 810. After a certain period of time (for example,
10 seconds). When the process starts, it is determined whether the timer value has exceeded the no-operation determination time (that is, the Long value 306 of the no-operation determination time data 118 in FIG. 3) (step 802). (Step 806), and N
If O, the process returns to step 802. If YES, the input content is stored in the operation log data (step 808), the timer value is reset (step 810), and the user state detection process 112 in FIG. 9 is called. (Step 8
12), end. If the determination result in step 802 is YE
If S, the no-operation data is stored in the operation log data (step 804), and then the above-described step 810,
812 is executed to end the processing.

Next, the processes 110 to 116 are performed using the case of time point 1 shown in the operation log data 120 of FIG. 4 as a first specific example.
Will be described. Time point 1 is a case where the no-operation state continues, and the UI processing 106 in FIG. 7 is irrelevant. As described above, the operation log acquisition process 110 is started at regular intervals by a timer even if there is no call from the UI process 106. When the operation log acquisition processing 110 starts, first, the timer value is compared with the Long value 306 of the no-operation determination time data 118. At time 1, the no-operation time exceeds the Long value 306 when the screen ID 302 is A (step 802), and “no operation, −, A, Long” is stored as the operation log data at time 1 (step 802). 804),
The timer value is reset (step 810), the user state detection processing 112 is called (step 812), and the operation log acquisition processing 110 ends. Subsequently, when the user state detection processing 112 of FIG. 9 starts, first, the counter value is initialized to “1” (step 902). From the operation log data 120, the first data at the time point 1 "no operation,-,
A, Long "is read (step 904), and the user state detection data 12 comprising a plurality of operation pattern data is read.
From 2, the operation pattern data whose first pattern number 502 is "1", that is, the data "menu selection, *, A, Short, purpose not formed" whose read number 501 is "1" is read (step 906). Since there is operation pattern data to be read (step 908), the read operation log data is compared with the operation pattern data (step 910), and the data does not match (step 912), and the counter value is "1". (Step 914) Step 90
Return to 6.

From the user state detection data 122, the data whose next pattern number 502 is "1", that is, the data whose read number 501 is "2""No operation,-, A, L
ong, purpose not formed "(step 906). Since there is operation pattern data to be read (step 90
8) The read operation log data and the operation pattern data are collated (step 910). In this case, the data match (step 912), and there is a user state name “purpose not formed” (step 916). The user state name “purpose not formed” is read, and the process returns to step 902.

Thereafter, the data having the read number 501 of the user state detection data 122 of "3" or later is similarly collated. Since there is no matching data, and there is no data to be read when the collation is completed for all the data (step 908), the support function selection processing 114 is called with the read user state name "purpose not formed" as an argument (step 922). Then, the user state detection processing 112 ends.

Subsequently, when the support function selection processing 114 shown in FIG. 10 starts, since there is only one user state name “unpurposed” (step 1002), the support function selection process is performed using “unpurposed” as a key. User status name 60 of data 124
2 is retrieved, the data value “automatic demonstration” of the corresponding support function name 604 is read out and notified to the support processing 116 (step 1008), and the support function selection processing 114 ends.

Subsequently, when the support process 116 of FIG. 11 starts, the start of the support function is notified to the UI process 106 (step 1102), and the process waits for the completion notification from the UI process 106 (step 1104). Upon receiving the notification, U in FIG.
The I-process 106 starts, and the input of the input from the input device 104 is prohibited because the input of the input from the input device 104 is not performed (step 702), but the start of the support function from the support process 116 (step 706). (Step 7
08), the completion of processing is notified to the support processing 116 (step 710), and the UI processing 106 ends. When the support process 116 of FIG. 11 in the waiting state receives the completion process notification from the UI process (step 1104), it activates the automatic demonstration process 126 corresponding to the support function name “automatic demonstration” (step 1106), and The waiting state is continued until the end, and when the automatic demonstration processing ends (step 1108), the end of the support function is notified to the UI processing 106 (step 111).
0), the support processing 116 ends. Upon receipt of the notification, the UI processing 106 starts. The input processing is not an input from the input / output device 104 (step 702), but is an end notification of the support function from the support processing 116 (step 706).
4 is resumed (step 712).
The I processing 106 ends. As described above, in the present method, in the case of the time point 1, a request from the user for “automatic demonstration” for detecting a long-time no-operation on the initial menu screen A and corresponding to the “purpose not formed” state is received. Actively activate even if not, and support users.

FIG. 12 is an example of a screen when the automatic performance process 126 is started. On the screen A, a menu area 1202 for selecting a service is displayed. Since the no-operation state has continued on this screen, a start confirmation dialog box 1204 for the automatic demonstration, which describes the outline of all services, is displayed. When the input of “Yes” is received from the user, the provided service knowledge data 134 is read, and the outline of the service content is displayed on the input / output device 104.

Next, a case where an operation corresponding to time point 2 shown in FIG.
explain. At time point 2, an operation input of “return” is received from the input / output device 104. The input contents are "Back" as an example,
It is assumed that “screen F” and “required time are 20 seconds”. When the UI processing 106 starts, the input from the input / output device 104 is accepted (step 702), so that the input contents “return”, “screen F”, and “required time 20”
The operation log acquisition processing 110 is called with “second” as an argument (step 704), and the screen is returned to the previous screen in response to the request of “return” (step 108), and the UI processing 106
To end. Subsequently called operation log acquisition processing 11
When 0 starts, the timer value is 20 seconds, which is the same as the required time, and the Long value 3 of the no-operation determination time data 118
The screen ID 302 stored in 06 is the data value 6 of F
Compare with 0 seconds. Here, the required time is Long value 30
6 (step 802), the UI processing 106
(Step 806), the required time value of 20 seconds corresponds to the Nor of the screen F of the no-operation determination data 118.
Since the data value of the mal value 304 is shorter than 40 seconds, the input content is stored as the operation log data “return,-, F, Short” (step 808), the timer value is reset (step 810), and the user state detection processing is performed. 112 is called (step 812), and the operation log acquisition processing 110 ends.

Subsequently, when the user state detection processing 112 of FIG. 9 starts, first, the counter value is initialized to "1" (step 902). The first data “return,-, F, Short” at time point 2 is read from the operation log data 120 (step 904), and the pattern number 502 of the first set of operation patterns is set to “1” from the user state detection data 122. Operation pattern data, that is, data "menu selection, *, A, S" whose read number 501 is "1".
"hort, purpose not formed" is read (step 906).
Since there is operation pattern data to be read (step 90
8) The read operation log data is compared with the operation pattern data (step 910), and the data does not match (step 912), and the counter value is "1" (step 91).
4) Return to step 906.

From the user state detection data 122, the data whose pattern number 502 of the next set of operation patterns is "1", that is, the data whose read number 501 is "2""No operation,-, A, Long, purpose "Not formed" is read (step 906). Since there is operation pattern data to be read (step 908), the read operation log data is compared with the operation pattern data (step 910), and the data does not match here (step 912), and the counter value is "1". "(Step 914), the step 906
Return to

From the user state detection data 122, the data in which the pattern number 502 of the next set of operation patterns is "1", that is, the data "return,-, *, *," whose read number 501 is "3" Reading is performed (step 906).

Since there is operation pattern data to be read (step 908), the read operation log data and operation pattern data are collated (step 910), and both data match (step 912). First name 41
Since the data value of 2 is empty (step 916), the counter value is set to 2 (step 918), and the process returns to step 904. The second data “menu selection, item 4, C, Short” at time point 2 is read from the operation log data 120 (step 904), and the next pattern number of the same set of operation patterns is determined from the user state detection data 122. “2” ”
, That is, data “menu selection, *, C, Short,” whose read number 501 is “4” is read (step 906). Since there is operation pattern data to be read (step 908), the read operation log data is compared with the operation pattern data (step 910).
Although the data match (step 912), since the data value of the user state name 512 is empty (step 916), the counter value is set to "3" (step 918), and the step 9
Return to 04. The third data “return,-, G, Normal” at time point 2 is read from the operation log data 120 (step 904), and the next pattern number of the same set of operation patterns is “3” from the user state detection data 122. , That is, the data “return, −, *, *,” with the read number 501 of “5” is read (step 90).
6). Since there is operation pattern data to be read (step 908), the read operation log data is compared with the operation pattern data (step 910), and although the data match (step 912), the data of the user state name 512 Since the value is empty (step 916), the counter value is set to “4” (step 918), and the process returns to step 904. The fourth data “menu selection, item 1, C, Normal” at time point 2 is read from the operation log data 120 (step 904), and the next pattern number of the same set of operation patterns is determined from the user state detection data 122. The data “4”, that is, the data “read menu 501, *, C, Normal, and function selection unavailable” with the read number 501 of “6” is read (step 906). Since there is operation pattern data to be read (step 908), the read operation log data is compared with the operation pattern data (step 910), the data match (step 912), and the data value of the user state name 512 (Step 91
6) Read out the data value “function selection not possible” (step 920), and return to step 902.

In the same manner, the data having the read number 501 of "7" or later is collated, and the read number 501 also matches the set of operation patterns of "8" to "10". Is read, and the support function selection processing 114 is called with "function selection impossible" and "operation method unknown" as arguments (step 922), and the user state detection processing 112 is terminated.

Subsequently, when the support function selection processing 114 of FIG. 10 starts, the user state names are "function selection impossible" and "operation method unknown" (step 100).
2) An input area for selecting one of the two user status candidates, “function unselectable” and “operation method unknown”, is displayed on the input / output device 104 (step 1004). .

FIG. 13 shows an example of a screen for selecting and displaying a user state. This is an example of a case where a menu area 1302 for selecting an insurance product to be checked is displayed. A confirmation dialog 1304 for the user status is displayed. In the confirmation dialog 1304, an area 1308 for selectively inputting a "function selection disabled" state and an area 131 for selectively inputting a "operation method unknown" state
0, and an area 1306 for instructing cancellation when there is no particular problem. Here, "function cannot be selected"
A case where an input is received in an area 1308 for selectively inputting a state will be described. Upon receiving the user state selection input "function selection not possible" (step 1006),
Using this user state value as a key, support function selection data 1
24, the user state name 602 is retrieved, the data value "operation guidance" of the corresponding support function name 604 is read out and notified to the support processing 116 (step 1008), and the support function selection processing 114 ends.

Subsequently, when the support processing 116 starts, the UI
The process 106 is notified of the activation of the support function (step 110).
2) The process enters a wait state for a completion notification from the UI processing 106 (step 1104). Upon receipt of the notification, the UI processing 106 starts, and the input of the input from the input device 104 is received instead of receiving the input from the input / output device 104 (step 702), but receiving the start of the support function from the support process 116 (step 706). Is prohibited (step 708), the processing is notified to the support processing 116 (step 710), and the UI
The process 106 ends. Waiting support processing 116
Receives the completion processing notification from the UI processing (step 11
04), the operation guidance process 128 corresponding to the support function name “operation guidance” is started (step 1106), the waiting state is continued until the support function is completed, and when the operation guidance process is completed (step 1108), the support function is terminated. Is notified to the UI processing 106 (step 1110), and the support processing 116 ends.

Upon receipt of the notification, the UI processing 106 starts, and the input from the input / output device 104 is not accepted (step 70).
2) Since the end of the support function is received from the support processing 116 (step 706), the reception of input from the input device 104 is resumed (step 712), and the UI processing 106 ends.

As described above, in the present method, the time 2
In the case of, two of the user state candidates, “function not selectable” and “operation method unknown” are detected, and which state is actively determined by the user even if there is no support request from the user. Accepts a selection input, identifies which state it is,
Activate “operation guidance” to respond to the selected state and support the user.

FIG. 14 is an example of a screen when the operation guide function is activated. FIG. 14 shows a menu area 1302 for selecting an insurance product to be examined. In the operation guidance processing 128, the operation log data 120 is read, the screen ID currently displayed is read, the usage knowledge data 136 corresponding to the screen is read, and the guidance 1402 is displayed. Although the embodiment described above is an insurance information service system that provides an information service related to insurance, the present invention is not limited to the use of the present invention, and can be applied to a system that provides other information services.

[0038]

According to the present invention, various states in which a user needs assistance can be performed based on an operation performed by the user to use the information service even if the user does not input a support request. Detection and identification can be performed, and various kinds of support according to the state can be performed. Further, even when a plurality of detected user states cannot be identified as one, it is possible to perform various kinds of support according to the user's selection and input. In addition, for users who have not formed a purpose of use, users who cannot select functions to achieve the purpose, users who do not know how to operate, and users who have difficulty performing operations,
Support can be provided according to each.

[Brief description of the drawings]

FIG. 1 is a diagram showing a configuration of an insurance information service system to which the present invention is applied.

FIG. 2 is an insurance information service system 102 in FIG.
FIG. 1 is a configuration diagram of an information processing apparatus used for the present invention.

FIG. 3 shows one of no-operation determination time data 118 in FIG.
It is a data table showing an example.

FIG. 4 is a data table showing an example of operation log data 120 in FIG.

FIG. 5 is a data table showing an example of user state detection data 122 in FIG. 1;

FIG. 6 shows one of support function selection data 124 in FIG.
It is a data table showing an example.

FIG. 7 is a view showing a flowchart of processing of a UI processing 106 in FIG. 1;

8 is a diagram showing a flowchart of a process of an operation log acquisition process 110 in FIG.

9 is a diagram showing a flowchart of processing of a user state detection processing 112 in FIG.

FIG. 10 is a diagram showing a flowchart of a support function selection process 114 in FIG. 1;

FIG. 11 is a diagram showing a flowchart of processing of a support processing 116 in FIG.

FIG. 12 is a screen display example at the time of activation of an automatic demonstration function, which is an example of a support function.

FIG. 13 is a screen display example when accepting a user state confirmation input.

FIG. 14 is a screen display example at the time of starting an operation guide function, which is an example of a support function.

[Explanation of symbols]

 102 Insurance information service system 104 Input / output device 106 UI processing 108 Information service providing processing 110 Operation log acquisition processing 112 User state detection processing 114 Support function selection processing 116 Support processing 118 No operation determination time data 120 Operation log data 122 User state Detection data 124 Support function selection data 126 Automatic demonstration processing 128 Operation guidance processing 130 Operation explanation processing 132 Operation assistance processing 134 Provided service knowledge data 136 Usage method knowledge data 138 Operation method knowledge data 140 Operation assistance method data 202 Processing device 204 Memory 206 External storage device 208 Data section 210 Processing program 1204 Automatic demonstration activation confirmation dialog 1304 User status confirmation dialog 1402 Guidance guidance

 ──────────────────────────────────────────────────続 き Continuing from the front page (72) Inventor Akihiko Koga 1099 Ozenji Temple, Aso-ku, Kawasaki City, Kanagawa Prefecture Inside Hitachi, Ltd.System Development Laboratory (72) Inventor Yoji Taniguchi 1099 Ozenji Temple, Aso-ku, Kawasaki City, Kanagawa Prefecture Stock Company (72) Inventor Masahiko Ogawa 890 Kashimada, Saiwai-ku, Kawasaki-shi, Kanagawa Prefecture Information Systems Division, Hitachi, Ltd.

Claims (6)

[Claims] 1. An active user support method in an information service system for providing an information service in response to a user request from an input / output device, comprising: a user state and a time-series operation corresponding to the user state. User state detection data storing a plurality of pairs of patterns, and support function selection data storing a plurality of pairs of the user state and a user support function name to be activated in the user state Each time an operation input from the user is received or a no-operation state is detected, (a) the content of the operation input or the no-operation state is stored as the latest data, thereby storing a time-series operation log. Updating the data; and (b) comparing the time-series operation pattern of the user state detection data with the time-series operation log data, and if they match, the user state corresponding to the time-series operation pattern is determined. (C) retrieving the support function selection data using the read user state as a key and reading the corresponding user support function name; and (d) reading the read user support function name. A step of activating a user support function corresponding to the above. 2. The active user support method according to claim 1, wherein in the no-operation state, an operation input from a user is received even after a predetermined time corresponding to a state of the input / output device. An active user support method characterized by detecting when it is not possible. 3. The active user support method according to claim 1, wherein the time required for each operation is added to each data of the time-series operation pattern in the user state detection data. As the content of the operation input, an elapsed time from the time of the immediately previous input or the time of the immediately preceding detection of the no-operation state to the operation input is added, and as the content of the no-operation state, the content of the last input or the last The time-series operation log data is updated by adding the elapsed time from the detection of the operation state to the detection of the no-operation state, and storing it as the added latest data. An active user support method characterized in that a time-series operation pattern of user state detection data and the time-series operation log data are collated together with the time data. 4. The active user support method according to claim 1, wherein in step (c), when there are a plurality of matching time-series operation patterns, any of the plurality of user states is used. An input area for selecting a user is displayed on the input / output device, and the user function is selected by searching for the support function selection data using the selection input value of the user state received in the input area as a key. An active user support method characterized by reading a name. 5. The method of claim 1 or claim 3 or claim 4.
In the active user support method described above, the user state included in the user state detection data and the support function selection data includes (1) a state in which a use purpose is not formed, and (2) a form in which a purpose is formed. However, a state in which the function for achieving the purpose cannot be selected, (3) a function can be selected but the operation method is not understood, and (4) an operation method is understood but execution of the operation is difficult. If the user status is (1), the user starts the purpose creation support function that provides information to assist the user in creating the purpose. If the user status is (2), the user starts the purpose creation support function. Activate the function selection support function that provides information to assist the selection. If the user status is (3), activate the operation method explanation support function that provides information on the operation method. The user status is (4). In the case of, operation assistance to assist the operation Active User Support wherein the starting assistance function. 6. The active user support method according to claim 5, wherein the purpose formation support function provides the input / output device with a description of the content of an information service provided without an operation input from a user. The function selection support function displays, on the input / output device, a description of the contents of each function of the provided information service and an input area for receiving an input of whether to use the function. The support function displays a description of an operation method on the input / output device, and the operation support function changes a display of an input reception area of an operation input that a user intends to perform for a beginner. Active user support method.