JPH11250130A - Question/answer service device and medium recorded with question/answer service program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To reduce supporting cost (operational cost) and to deal with user's delicate needs. SOLUTION: At the time of receiving a question from a questioner and returning an answer's answer to the questioner, a question/answer storing processing means 16A stores plural questions from the questioner and plural answers from the answerer in a question/answer database 9. An accounting means 18 automatically charges a rental fee for the device based on plural questions and plural answer stored by the means 16A.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention records a chargeable question answering service apparatus and a question answering service program for automatically charging a reply from a respondent to a question from a questioner in product support. Regarding the medium. As the use of computer hardware and software by non-professionals increases, so does the need for support. For example, the personal computer market is booming, but the shortage of support costs (personnel) on the manufacturer side has become chronic. To support this, some companies that specialize in support services on behalf of or on behalf of manufacturers have emerged reflecting these needs.

On the other hand, since hardware and software of personal computers are generally sold at low profits by providing high functions and low prices, the balance between sales and support costs (free support) is lost for some products. For this reason, for the purpose of reducing support costs, approaches for increasing the efficiency and automation of various support systems have been attempted, but in reality there are limitations.

[0003] Regarding the provision of paid support, in recent years, some products have incorporated a support fee into a product price. However, there is a case where it is disadvantageous in price competition without obtaining the understanding of a user. Services) are being separated from hardware and software products. Furthermore, as for billing and support methods, it is now common to use the number of questions and answers as the basis for billing, but you want to capture the number of questions and answers, you can get a question like a home delivery pizza and then get an answer There is also a need to guarantee the time until.

[0004] Further, in the Q & A service by telephone, there is no shortage of complaints that the support window is inevitably inadequate in the number of lines and cannot be connected many times. On the other hand, HomePage of the Internet, etc., which is rapidly developing as a means of transmitting information,
It is difficult to use because you don't know how to find information.

[0005] For this reason, there has been a demand for the development of a question answering service apparatus for making the support work more efficient and meeting the needs of the user to some extent, and for providing unprecedented product support (Q & A service) for a fee.

[0006]

2. Description of the Related Art As a conventional support system, there is, for example, a system described in Japanese Patent Application Laid-Open No. Hei 6-274402 filed by the present applicant. In other words, this support system uses a personal computer or other processing device connected to the line and a personal computer communication service private forum CUG to send questions and answers (Q
/ A) to provide a customer with an information service. The customer support center manages customer information such as identification information of a private forum CUG for each customer and customer contact information on a server. A database, a correspondence history database that manages Q / A data for each customer, and a product information database that manages product information such as a system configuration and a network configuration for each customer. E-mail receiving function to automatically receive e-mail documents, e-mail sending function to automatically send e-mail documents of created answers, processing function to register received and sent e-mail documents in the correspondence history database, and correspondence history database Q /
The A data is periodically classified and arranged for each customer, a report is created, and a report creation function is provided so that the report can be provided to the customer.

[0007]

However, in such a conventional support system, a question and an answer are made by using an electronic mail instead of a telephone, but the support action in the question answering service is performed. Since it was not intended to be a paid service, it was not possible to automatically charge for it and support costs were incurred. In addition, since several Q & As are not performed on a billing basis until a satisfactory answer is obtained by the questioner, it is not possible to answer the needs of the user in detail. In addition, it has not been possible to answer the needs of users who want to be charged not only by the number of questions and answers but also by the amount of questions and answers. Also, it has not been possible to meet the needs of users who want to guarantee the time from a question to an answer. Furthermore, it was not possible to meet not only the question of the questioner but also the user's need for an answer by a keyword search.

The present invention has been made in view of such a conventional problem, and saves questions and answers, automatically charges a fee, makes the support fee-paid, and reduces the support cost. It is another object of the present invention to provide a question and answer service device and a medium in which a question and answer service program is recorded, which can meet the needs of a detailed user.

[0009]

In order to achieve this object, the present invention is configured as shown in FIG. First, the present invention is directed to a question answering service device that receives a question from a questioner and returns an answer from the respondent to the questioner. The present invention relates to such a question-answering service device. The question-answer saving processing means 16A for storing a plurality of questions from the questioner and a plurality of answers from the answerer in the question-answer database 9; And a billing processing unit for automatically billing the usage fee based on the plurality of questions and the plurality of answers saved by the processing unit 16A.

The billing processing means 18 carries out billing as a unit of billing until a requester obtains an acknowledgment from the requester through several question-answers until a satisfactory answer is obtained. Further, the present invention provides a question answering service apparatus in which a questioner sends a question to a respondent using an e-mail, and the respondent replies an answer to the questioner. Application form file 7 in which a contract is stored and a contract condition master 6 in which charging rules and the like are stored in advance.
A condition setting processing means 14 for creating, updating, and storing a contractor database 8 for storing contract conditions, operation conditions, operation status, and the like based on the number of questions of the questioner and the number of answers of the respondent, Billing processing means 18 for automatically billing usage fees based on the amount of questions and the amount of answers of respondents
And.

The billing processing means 18 does not bill if the time from receiving a question from a questioner to answering the respondent exceeds a certain time. Further, a keyword search unit 11 for performing a keyword search based on a keyword from a questioner, and a keyword-search question-answer database 10 searched by the keyword search unit 11
And.

According to a sixth aspect of the present invention, there is provided a medium storing a question answering service program for receiving a question from a questioner and returning an answer from the respondent to the questioner, Question-answer storage processing means 16A for storing the question and a plurality of answers from the respondents in the question-answer database, based on the plurality of questions and the plurality of answers stored by the question-answer storage processing means 16A. Billing processing means 1 for automatically billing usage fees
8 in which a question and answer service program is recorded.

According to a seventh aspect of the present invention, in the medium on which the question answering service program is recorded, the accounting processing means 18 is provided.
Is a billing and answering service characterized in that the billing process is performed as a single billing unit until the respondent obtains an acknowledgment from the challenger through several questions and answers until a satisfactory answer is obtained. It consists of a medium on which a program is recorded.

The invention according to claim 8 is a medium in which the questioner sends a question to the respondent using electronic mail and the respondent answers the questioner with a question answering service program. A contractor database for storing contract conditions, operation conditions, operation status, and the like based on an application form file 7 storing an application form for a new subscription or contract renewal from a questioner and a contract condition master 6 preliminarily storing charging rules and the like. Setting processing means 14 for creating, updating, and saving 8
Charging means 1 for automatically charging usage fees based on the number of questions of the questioner and the number of answers of the respondent, or the amount of questions of the questioner and the amount of answers of the respondent.
8 in which a question and answer service program is recorded.

According to a ninth aspect of the present invention, there is provided a recording medium in which a question answering service program is recorded.
Is a medium in which a question answering service program is recorded, wherein a fee is not charged if the time from receiving the question from the questioner to answering the answerer exceeds a predetermined time. According to the question and answer service device and the medium in which the question and answer service program of the present invention having such a configuration is recorded, a plurality of questions from the questioner and a plurality of answers of the answerer are stored and automatically charged. So the question-
The answer service can be charged, and support costs (operation costs) can be reduced.

Further, since the unit until the questioner obtains a satisfactory answer is set as the charge unit, it is possible to respond to the needs of the user in detail. In addition, since the amount of the question-answer is set as the charge unit in addition to the number of times of the question-answer, it is possible to respond to the needs of the user in detail. Also,
If the time from receiving the question from the questioner to replying from the responder exceeds a certain time, no billing is made, so that the needs of the user can be finely tuned. Furthermore, the system is provided with the keyword search means 11, and when the questioner uses the keyword search means 11, the user is charged less for the time required for the respondent.
The usage fee can be saved, and it is possible to respond to the needs of fine-grained users.

[0017]

FIG. 2 is a block diagram showing an embodiment of the present invention. In FIG. 2, reference numeral 1 denotes a terminal of a questioner, and this terminal 1 is connected to a question answering service device 3 via a line 2. Reference numeral 4 denotes a respondent's terminal, which is connected to the question answering service device 3 via a line 5. The questioner uses the e-mail from the terminal 1 to ask a question via the question answering service device 3 and the terminal 4 of the answerer.
Send to After receiving the question, the respondent returns an answer to the requester's terminal 1 via the question answering service device 3 using an e-mail from the terminal 4.

In the question answering service device 3, a contract condition master 6, an application file 7 for new subscription and contract renewal, a contractor database 8, a question-answer database 9, a keyword-question-answer database 10, a keyword search means And a control unit 12 for controlling each unit. In the control unit 12, a support contract processing unit 13, a condition setting processing unit 14 as a condition setting processing unit, a service selection processing unit 15, a question-answer processing unit 16, a question answer log matching processing unit 17, and a charge processing unit A billing processing unit 18, a contract period confirmation processing unit 19, a billing processing unit 20, a payment processing unit 21, and a contract renewal confirmation processing unit 22 are provided, respectively. -An answer storage processing unit 16A is provided.

FIG. 3 is a diagram showing a configuration example of the contract condition master 6. In FIG. 3, the contract condition master 6 stores, for example, the latest issued contract number, subscription fee, charging rule, and inquiry destination in advance. The latest issued contract number is
For example, “C00003” is stored. The subscription fee is divided into individuals and corporations, and the amount for one year is determined and stored. The charging rules include pattern 1, pattern 2, pattern 3, and keyword search, and the amounts are separately determined and stored for individuals and corporations. Pattern 1 is for charging based on the number of questions and answers, and pattern 2 is for the amount (size) of questions and answers.
In pattern 3, the charge is made when the questioner is satisfied with the answer of the respondent, that is, when the questioner is satisfied.

As described above, in addition to charging based on the number of questions and answers, the user can select charging based on the amount of questions and answers or charging at a point of time when the user is satisfied, thereby responding to detailed needs of the user. I can do it. The keyword search is charged for one round trip of a question-answer, so that not only an answer to a normal question but also an answer by a keyword search can be obtained. By using this keyword search, the usage fee can be reduced, and it is possible to meet the needs of the user who is detailed.

The question destinations include an Internet e-mail address and a personal computer communication (NIFTY-S).
erve (registered trademark)). FIG.
FIG. 7 is a diagram showing an example of an application form stored in an application form file 7 for new subscription / contract renewal. FIG. 4A shows an example of an individual application, and FIG. 4B shows an example of a corporate application.

4 (A) and 4 (B), a new subscriber,
The contract renewal application includes the old contract number, type, name, address, (in the case of a corporation, representative), phone number, billing method,
The contract period, payment method, operation start, etc. are entered. The old contract number is not new. Individual or legal entity is entered in the type. For example, pattern 1 or pattern 3 is entered in the billing method. In addition, the date and time of the operation start are entered.

FIGS. 5A and 5B are diagrams showing an example of the structure of the contractor database 8. FIG. FIG. 5A shows an example of an individual, and FIG. 5B shows an example of a corporation. FIG. 5 (A), (B)
In the contractor database 8, the contractor condition master 6
Is created, updated, and stored by the condition setting processing unit 14 of the control unit 12 based on the application form file 7 for new subscription and contract renewal. The contractor database 8 stores a contract number, contract conditions, operation conditions, and operation status. As the contract conditions, the type, name, address, telephone number, billing, contract date, contract period, payment method are stored, and as the operating conditions, the question destination, the answer destination, the date and time of operation start, the operation end The date is stored, and as the operation status, the number of times of Q & A, the usage fee, the number of keyword searches, and the usage fee are stored.

In the case of FIG. 5A, for example, pattern 1 is set as the charging condition, and charging is performed in units of one round trip.
In the case of (B), for example, the pattern 3 is set, and the fee is charged in units of one assent time. FIGS. 6A, 6B, and 6C are diagrams showing a configuration example of the question-answer database 9. FIG. FIG.
6A shows an example of the charging pattern 1, FIG. 6B shows an example of the charging pattern 2, and FIG. 6C shows an example of the charging pattern 3.

6A, 6B, and 6C, the question-answer database 9 stores a question-answer number, a sequential number, a date, a number of times, and a size for each contract number. For example, in the case of the charging pattern 1, a keyword search question—the number of answers, a normal question—
The number of answers is stored. In the case of the charging pattern 2, the number of questions-answers is stored in the case of a keyword search. In the case of normal Q & A, the size is stored in KB for each answer, and the charging pattern is used. In the case of No. 3, the number of times of question-answer is stored in the case of keyword search, and in the case of ordinary Q & A, the number of times of question-answer-acknowledgment is stored.

Also, for each sequential number, a question entity, an answer entity, a keyword search / question entity, a keyword search / answer entity, and an acknowledgment entity are stored. Returning to FIG. 2 again, the keyword search system 11 serving as a keyword search unit performs a keyword search or a normal Q search.
When the question-answer processing unit 16 that determines whether the search is & A is a keyword search, the question-answer processing unit 1
According to the instruction of 6, the keyword-question-answer database 10 is searched according to the keyword. The question-answer database 10 stores an index file 10A searched by the keyword search system 11 and a plurality of information entities 10B storing predetermined information specified by the index file 10A. When the questioner uses the keyword search system 11, it is possible to obtain a response at a discounted price as much as the time required for the respondent can be saved, to save the usage fee, and to meet the detailed needs of the user. I can respond.

The support contract processing unit 13 provided in the control unit 12 receives an application form for new subscription and contract renewal from the requester, transmits it to the respondent, obtains a reply from the respondent, and obtains a new subscription or Perform contract renewal processing. The contract-processed application is stored in the application file 7. The condition setting processing unit 14 secures a storage area in the question-answer database 9 and creates, updates, and stores the contractor database 8 based on the application form file 7 and the standard contract condition master 6. The service selection processing unit 15 selects whether the service request from the questioner is a question-answer process or a question-answer log matching process.

The question-answer processing unit 16 performs a question-answer process based on a question from the questioner, a response from the respondent, an acknowledgment of the response of the questioner, and a declaration that the respondent has completed answering. A question-answer storage processing unit 16A is provided in the question-answer processing unit 16 as a question-answer storage processing unit. The question-answer storage processing unit 16A is a normal question-answer question, and a question and answer is set for each answer. , Save the key word search question-answer question, each question and answer for each answer, save the consent of the questioner to the respondent, further declare the answerer's answer end, declare the questioner's answer end To save your dissatisfaction.

The question-answer log comparison processing section 17 displays a question-answer list of the questioner from the question-answer database 9 and also displays designated entity information. The billing processing unit 18 determines whether the search is a keyword search or a normal question-answer, performs a billing process in accordance with the billing patterns 1 to 3, and sets a time period from when a question is received from a questioner to when a reply is returned. If the time exceeds a certain time, for example, 24 hours, the billing process is not performed. In this way, it is possible to respond to the needs of the fine-grained user.

The contract period confirmation processing unit 19 determines whether there is a remaining contract period or the contract period has ended. The fee billing processing unit 20 performs billing processing in which the respondent bills the questioner for the usage fee. FIG. 7 shows an example of the contents of the bill for the usage fee. Your invoice includes contract type, name, address,
(Representative in the case of a corporation), phone number, billing date, contract date, contract period, payment method, payee are described, and as operating conditions, questioner, respondent, date and time of start of operation, year of end of operation The date and time are described, and the number of normal Q & A, usage fee, number of keyword searches, usage fee, and total amount are described as the operation status.

In FIG. 2, the payment processor 21 receives the notice of the invoice from the inquirer, transmits the question-answer log, and searches the question-answer database 9 for the corresponding question-answer log. The payment process is performed by sending. The contract renewal confirmation processing unit 22 determines whether the requester renews the contract or does not renew the contract, and confirms the contract renewal. FIG. 8 (A),
(B) is a diagram showing the contents of an e-mail of a question-answer. FIG. 8A shows an example of the content of a question from a questioner,
FIG. 8B shows an example of the content of the answer from the respondent.

As shown in FIG. 8A, a question from a questioner includes a model, an O, as an environment used after the question.
S, a memory, a disk, and the like are described. In addition, as shown in FIG. 8 (B), in the answer from the respondent, the question from the questioner is directly written after the answer. FIG.
(A), (B) is a diagram showing the contents of the e-mail of the acceptance and response end declaration. FIG. 9A shows an example of the content of the consent to the answer of the questioner, and FIG. 9B shows an example of the content of the answer end declaration for the dissatisfaction of the questioner of the respondent.

As shown in FIG. 9 (A), after the consent of the questioner's answer, the answer from the respondent is described. Also, as shown in FIG. 9 (B), dissatisfaction from the questioner is described after the response end declaration of the respondent. FIG.
0 (A) and (B) are diagrams showing the contents of an e-mail for keyword search. FIG. 10A shows an example of the content of a question from a queryer by a keyword search, and FIG. 10B shows an example of the content of an answer result to the keyword search.

As shown in FIG. 10A, a keyword is described as a question by a keyword search from a questioner. As shown in FIG. 10B, the result of the keyword search describes the result of searching the keyword search question-answer database 10 by the keyword search system 11 according to the keyword. FIG.
Is a flowchart for explaining the flow of the entire process of question-answer.

In FIG. 11, first, in step S1, a support contract process is performed by the support contract processing unit 13.
The requester's application form for new subscription / contract renewal is sent to the respondent, and after the contents of the application form are incomplete and problems are corrected, new subscription or contract renewal processing is performed. next,
In step S2, condition setting processing is performed by the condition setting processing unit 14. That is, application file 7 from the questioner
Then, the contractor database 8 is created from the contract condition master 6.

Next, in step S3, the service selection processing unit 1
5 is used to determine whether the service request from the questioner is a question-answer log comparison process or a question-answer process. In the case of the question-answer log matching processing, the question-answer log matching processing unit 17 performs the question-answer log matching processing in step S4. In the case of the question-answer process, the question-answer process is performed by the question-answer processing unit 16 in step S5. In this question-answer process, the question-answer storage unit 16A stores the question-answer.

In this question-answer process, a keyword search process is performed in addition to the normal question-answer process. As a result, as a low-cost billing that does not require the respondent, the usage fee is reduced and the user's needs can be met in detail. Next, step S
In 6, a charging process is performed by the charging processing unit 18. The billing processing section 18 performs billing processing based on the billing patterns 1, 2, and 3. In the billing pattern 3, billing is performed when the requester is satisfied, so that it is possible to respond to the needs of the user in detail. Further, in the charging pattern 2, charging is performed based on the amount of questions and answers, so that the selection range is wider than in the case of only the charging pattern 1 in which charging is performed based on the number of questions and answers, and it is possible to meet user needs. Also, if the time from the question to the answer exceeds a certain time, no charge is made, so the answer time can be guaranteed.

Next, in step S7, the contract period confirmation processing unit 19 determines whether there is a remaining contract period or whether the contract period has ended. If there is a remaining contract period, the process returns to step S3, and if the contract period has ended, the process proceeds to step S8. In step S8, the billing processing section 20 performs billing processing. Next, payment processing is performed by the payment processing unit 21 in step S9. When payment processing is completed,
In step S10, the contract renewal confirmation processing unit 22 determines whether to renew the contract or not to renew the contract. When renewing the contract, the process returns to step S1. Is terminated.

FIG. 12 is a flowchart for explaining the support contract process. First, in step S11, the requester creates or updates an application for new subscription to the service and contract renewal. In step S12, the requester transmits the application to the respondent via e-mail via the question answering service device 3. As shown in Fig. 4, the application form created includes the old contract number, type, name, address, (in the case of a corporation, representative), telephone number, billing method, contract period, payment method, and operation start. ing.
In step S13, the respondent receives the application form from the questioner by e-mail, and in step S14, the contents of the application form are incomplete.
Determine if there are any problems. If there is a defect or problem in the contents of the application form, the respondent returns an e-mail to the requester in step S15 indicating that the application form is defective or problematic.

Next, in step S16, the requester receives the e-mail indicating the defect / problem, and returns to step S11 to create or update a new application form. Step S
If there is no insufficiency or problem in the contents of the application form in 14, it is determined in step S17 whether the contract renewal is a new subscription. In the case of contract renewal, the contract renewal process ends here. In the case of a new subscription, in step S18, the respondent notifies the requester of the new subscription fee based on the application form. Next, in step S19, the requester receives notification of a request for a new subscriber from the respondent, and pays the respondent a new subscription fee in step S20. Then, in step S21, the respondent confirms the payment of the new subscription fee.

FIG. 13 is a flowchart for explaining the condition setting process. In FIG. 13, first, at step S31
Then, the condition setting processing unit 14 secures a storage area in the question-answer database 9 of FIG. Next, in step S32, the condition setting processing unit 14 creates, updates, and stores the contractor database 8 in FIG. 5 from the application form stored in the application form file 7 in FIG. 4 and the contract condition master 6 in FIG. As shown in FIG. 5, a contract number, a contract condition, an operation condition, and an operation state are set in the contractor database 8. As the charging condition of the contract condition, one of the charging patterns 1, 2, and 3 is selected and set.

Next, in step S33, the condition setting processing section 1
Then, a notification to the effect that the support contract has been completed is sent to the requester (4). When the condition setting processing is completed, either the question-answer processing or the question-answer log collation processing is selected by the service selection processing unit 15, and when the question-answer processing is selected, the question-answer processing in FIG. Enter answer process.

FIG. 14 is a flowchart for explaining the question-answer process. In FIG. 14, first, in step S4
In step 1, it is determined whether the question from the questioner is a keyword search. If the query is a keyword search, the process proceeds to step S47. If the query is not a keyword search but is a normal question-answer, the process proceeds to step S42. In step S42, the questioner transmits a question to the respondent via the question answering service device 3 using electronic mail. The contents of the question of the interrogator are shown, for example, in FIG. In this example, the requester is asking "about the failure of the A system". In step S43, the respondent receives the e-mail of the question.

Next, in step S44, the question-answer storage processing section 16A stores the question in the question-answer database 9. That is, as shown in FIG.
00001-0001, D00004-0001, C0
No. 0003-0001. And stored as a query entity. Next, step S
At 45, the respondent sends an e-mail reply to the requester.
For example, an answer as shown in FIG. 8B is returned to the requester. This answer is accompanied by the questioner's question. When the answer is returned, the answer is stored in the question-answer database 9 by the question-answer storage processing unit 16A in step S46. That is, as shown in FIG.
-0002, D00004-0002, C00003-
0002, etc. Is attached and saved as the answer entity.

If the question of the questioner is based on a keyword search in step S41, the questioner transmits the keyword to the keyword search system 11 of the question answering service device 3 using an electronic mail in step S47. FIG. 10A shows an example of the content of the e-mail for the keyword search.
Is shown in In the keyword search question shown in FIG. 10A, for example, “G system” is transmitted as a keyword.

In step S48, the keyword search system 11 of the question answering service device 3 receives a keyword from the requester. When the keyword is received by the keyword search system 11, the question-answer storage processing section 16A stores the keyword question in the question-answer database 9 in step S49. As shown in FIG. 6, A00001-0005 and D00004-0 are included in the keyword question.
003, C00003-0003 or the like. Is added and saved as a keyword search / question entity. Next, in step S50, the keyword-search system 11 searches the question-answer database 9 according to the keyword. Then, in step S51, the question / answer processing unit 16 of the question answering service device 3 returns the search result to the requester by e-mail. The answer is, for example, FIG.
As shown in (B), for example, 5
Information is returned to the requester.

In step S52, the question-answer storage processing unit 16 stores the answer of the keyword search in the question-answer database 9. As shown in FIG. 6, A00001-0006, D00004-
0004, C0003-0004 and the like. Is added and saved as a keyword search / answer entity.

Next, in step S53, the requester receives an answer from the respondent by e-mail, and in step S54, determines whether the charging condition is the charging pattern 3, that is, whether the charging is at the time when the requester is satisfied with the answer. Determine. If the charging condition is not the charging pattern 3, the question-answer process is ended. If the charging condition is the charging pattern 3, the process proceeds to step S55. In step S55, the question / answer processing unit 16 determines whether or not the questioner has accepted the answer or the answer end declaration.

If the questioner is satisfied, step S56
Then, the requester sends an e-mail acknowledgment to the respondent. FIG. 9A shows an example of the contents of the e-mail of this acknowledgment. As shown in FIG. 9A, the response from the respondent is added after the response is approved. In step S57, the respondent receives an e-mail for approval from the questioner. Then, in step S58, the question-answer processing unit 16 stores the e-mail of the approval in the question-answer database 9. That is, as shown in FIG. 6C, the sequential N such as C00003-0007 is
o. Is attached and stored as an approved entity.

If the questioner does not agree with the answer or the response end declaration in step S55, the respondent determines in step S59 whether or not the questioner's dissatisfaction is appropriate. When the question-answer process is terminated and it is determined that the process is not appropriate, the process proceeds to step S60. In step S60, the respondent sends an e-mail of a response end declaration to the requester. An example of this response end declaration is shown in FIG.
(B), the answer of the questioner is added, and the answer is completed.

Next, in step S61, the question-answer processing unit 16 asks the respondent of FIG.
It is stored in the answer database 9. In step S62, the requester receives an e-mail of a response end declaration from the respondent.
If the questioner is satisfied with the answer end declaration in step S63, the process returns to step S55; otherwise, the process proceeds to step S64. In step S64, the requester sends an e-mail dissatisfied with the response end declaration to the respondent. In step S65, the respondent receives the dissatisfied e-mail in response to the response end declaration. Then, in step S66, a question
The answer processing unit 16 stores the e-mail dissatisfied with the answer end declaration in the question-answer database 9 and returns to step S55.

FIG. 15 is a flowchart for explaining the question-answer storing process. In FIG. 15, first, in step S71, it is determined whether or not a keyword search is performed by the question-answer storage processing unit 16A.
It is determined that the process is a normal question-answer process, and step S76 is performed.
And if it is a keyword search, step S72
Proceed to. In step S72, it is determined whether it is a question or answer in the keyword search. If the question is a question, in step S73, various parameters and variables are set by the question-answer storage processing unit 16A, and the date and time and the substance of the question are set in the question-answer database 9
To save. For example, as shown in the KW question (0001) of FIG. , Date and time, and the question entity are saved.

When the answer is a keyword search answer, in step S74, various parameters and variables are set by the question-answer saving processing section 16A, and the date and time, the number of times, and the answer substance are saved. For example, as shown in the KW answer (0001) in FIG. , Date and time, number of times, and the response entity are stored. Then, in step S75, the question-answer storage processing unit 16A stores the total number of keyword searches so far. For example, in FIG. 6A, the keyword search is stored twice, in FIG. 6B, the keyword search is stored eight times, and in FIG. 6C, the keyword search is stored twice.

At the time of ordinary question-answer processing other than keyword search, it is determined at step S76 whether or not the charging condition is charging pattern 1. If the charging condition is not the charging pattern 1, the process proceeds to step S81. If the charging condition is the charging pattern 1, it is determined in step S77 whether it is a question or an answer. In the case of a question, various parameters and variables are set by the question-answer storage processing unit 16A in step S78,
Save the query entity. For example, as shown in FIG. 6A, questions (0001), (0002),.
0)). , Date and time, and the question entity are saved.

In the case of an answer, in step S79, various parameters and variables are set by the question-answer saving processing section 16A, and the date and time and the answer substance are saved. For example, as shown in FIG. 6A, answers (0001), (0002),.
(0010) for sequential No. , Date and time, number of times, and the response entity are stored. In step S80, the question
The answer storage processing unit 16A saves the total number of ordinary question-answers so far. For example, as shown in FIG. 6A, 10 times are usually stored as a total of Q & A.

When the charging condition is not the charging pattern 1,
In step S81, it is determined whether or not the charging condition is charging pattern 2. If not, step S8 is performed.
6 and when it is the charging pattern 2. Step S8
In step 2, it is determined whether the question or the answer. Step S for questions
At 83, various parameters and variables are set, and the date and time, size,
Save the query entity. For example, as shown in FIG. 6B, questions (0001), (0002),.
0)). , Date, size, and question entity are saved. However, the size is added to the answer and stored. In the case of an answer, various parameters and variables are set in step S84, the date and time, the size of the question are taken and added to the answer size, and the answer entity is stored. For example, as shown in FIG.
For (1), (0002),... (0010), sequential Nos. , Date and time, and size are saved.

The size of the answer (0001) is 5.2 KB,
The size of the answer (0002) is 10.0 KB, and the answer (0
The size of (010) is 7.4 KB. Then, in step S85, the question-answer storage processing unit 16A stores the total size so far. For example, as shown in FIG. 6B, the total size of the normal Q & A is 68.3K.
B is saved. In this way, not only the question-answer but also the question-answer size is stored, so that it is possible to respond to the needs of the user in detail.

Next, if it is not the charging pattern 2, it is determined in step S86 whether or not the charging condition is the charging pattern 3. If it is not the charging pattern 3, the process proceeds to step S91. In S87, it is determined whether it is a question, answer, or approval. If it is a question or answer, various parameters and variables are set in step S88, and the date and time, the question entity or the answer entity are stored. For example, as shown in FIG. 6C, questions (0001), (0
002),... (0010) for sequential No. , Date and time, and the actual question are saved, and the answer (000
1), (0002),... (0010) for sequential Nos. , Date and time, and the response entity are stored.

If so, various parameters and variables are set in step S89, and the date and time, the number of acceptances, and the entity of approval are stored. For example, as shown in FIG.
00)... (0003) for sequential No. , Date and time, number of convictions, and entity of approval are stored. Then, in step S90, the question-answer processing unit 16A stores the total number of times of the normal Q & A until now. For example, as shown in FIG. 6 (C), three times are stored as the total number of times of the normal Q & A. If the charging condition is not the charging pattern 3, various parameters and variables are set in step S91, and the date, time, and entity are stored.

FIG. 16 is a flowchart for explaining the question-answer log collation processing. In FIG. 16, when the question-answer log matching processing is selected by the service selection processing unit 15, the question-answer log matching processing unit 17 selects a question corresponding to the questioner from the question-answer database 9 in step S101. Display answer list information. In the list information, for example, as shown in FIGS. 6A, 6B, and 6C, the question-answer, sequential No. , Date and time, number of times, and size are displayed.

Next, in step S102, the specific information specified by the question / answer log comparison processing unit 17 from the list information is selected. When specific information is selected from the question-answer database 9, the actual information, which is the detailed information specified by the question-answer log matching processing unit 17, is displayed in step S103. Then, step S104
When the display ends, the process returns to step S102 to end the selection process.

FIG. 17 is a flowchart for explaining the accounting process. 17, first, in step S110, the time from when the e-mail of the question is received by the accounting processing unit 18 to when the e-mail of the answer is transmitted exceeds a predetermined time, here, 24 hours, The reply time is calculated from the date and time of the question from the person and the reply date and time of the answer from the respondent, and it is determined whether or not this time is within 24 hours.

If a reply is desired within 24 hours, the accounting process is terminated and no accounting is performed. As a result, it is possible to respond to the needs of the user who is meticulous. In this case, the fixed time to be returned is 24 hours, but the present invention is not limited to this. If an answer is returned to the question within 24 hours, it is determined in step S111 whether a keyword search is to be performed.

If it is not a keyword search but an ordinary question-answer, the process proceeds to step S113. If it is a keyword search, a single fee for the keyword search is added in step S112. As shown in FIGS. 5A and 5B, the number of keyword searches and the usage fee area in the operation status of the contractor database 8 are added. For example, 1,000 yen for individuals,
In the case of a corporation, 2,000 yen is added as a fee for one keyword search. The keyword search addition count XX times and the keyword search usage fee ○ 10,000 yen are stored in the contractor database 8 as of ○ ○ 年 year 月 month ○ day.

If it is not a keyword search, step S
At 113, it is determined whether or not the charging condition is the charging pattern 1. If it is not the charging pattern 1, step S115
To step S114 when the charging pattern is 1
Then, the charge processing unit 18 adds one charge of the charge pattern 1. As shown in FIG. 5A, the number of times of normal Q & A of the operation status of the contractor database 8 and the usage fee area are added. For example, 10,000 yen for an individual and 20,000 yen for a corporation are added as one use fee. As for the number of regular Q & A as of the year XX month XX day, XX times, XX million yen of usage fee is stored in the contractor database 8.

When the charging condition is not the charging pattern 1,
In step S115, it is determined whether or not the charging condition is charging pattern 2. If it is not the charging pattern 2, the process proceeds to step S117. If it is the charging pattern 2, in step S116, the charging processing unit 18 adds the usage fee of the charging pattern 2 from the total of the previous sizes. That is, it is added to the area of the number of normal Q & As and the usage fee in the operation status of the contractor database 8. For example, 10,000 yen per 5 KB is added for an individual, and 20,000 yen per 5 KB for a corporation. The total size, OOKB, and 000,000 yen of the royalties as of the year XX month XX day are stored in the contractor database 8.

When the charging condition is not the charging pattern 2,
In step S117, it is determined whether the charging condition is charging pattern 3. If it is not the charging pattern 3, the charging process is terminated. If it is the charging pattern 3, the charging processing unit 18 adds one use fee of the charging pattern 3 in step S118. As shown in FIG. 5B, the number of times of normal Q & A and the usage fee in the operation status of the contractor database 8 are added. For example, in the case of an individual, a usage fee of 50,000 yen for one consent is added, and in the case of a corporation, a usage fee of 100,000 yen for one consent is added. The number of convictions and the usage fee of ○ million in the year ○ / ○ / ○ are stored in the contractor database 8.

Thus, the charging process ends. afterwards,
The contract period confirmation processing unit 19 determines whether there is a remaining contract period or the contract period has expired. If there is a remaining contract period, the process returns to the service selection process. enter. FIG. 18 is a flowchart illustrating the billing process. In FIG. 18, in step S121, the charge request processing unit 20 notifies the questioner of the usage fee (total charge) from the respondent to the questioner. FIG. 7 shows, for example, the contents of the bill for the usage fee. As the contents of the usage fee billing, contract conditions, operation conditions, operation status, total amount, and the like are notified.

FIG. 19 is a flowchart illustrating the payment process. In FIG. 19, first, in step S131, the requester receives a notice of the request for the usage fee from the respondent. Next, in step S132, it is determined whether or not the requester requests a question-answer log. Step S if not requested
Proceeding to 137, when making a request, the requester sends an e-mail requesting a question-answer log to the respondent in step S133. In step S134, the respondent receives the e-mail requesting the log of the question-answer, and in step S135.
Then, a question-answer log corresponding to the questioner is retrieved from the question-answer database 9 and transmitted by e-mail or mail. Thus, in step S136, the requester asks the question
The log of the response is received by e-mail or mail, and a use fee is paid to the respondent in step S137. When the payment process is completed, the contract renewal confirmation processing unit 21 determines whether or not to renew the contract. If the contract is not renewed, the support process is ended. If the contract is renewed, the support contract process is started.

As described above, in this embodiment, a plurality of questions from a questioner and a plurality of replies of the respondent are stored and automatically charged, so that the question-answer service can be charged. , Support costs (operational costs) can be reduced. In addition, since the unit until the questioner obtains a satisfactory answer is set as the charge unit, it is possible to respond to the needs of the user in detail. In addition, since the size of the question-answer is set as the charge unit in addition to the number of times of the question-answer, it is possible to respond to the needs of the user in detail. In addition, if the time from receiving the question from the questioner to replying from the responder exceeds a certain time, no billing is performed, so that the needs of the user can be met more finely. In addition, a keyword search system is provided, and when a questioner uses this keyword search system, the fee is reduced for the time required for the respondent, so that the fee can be reduced, and the usage fee can be reduced. It can respond to user needs.

[0071]

As described above, according to the present invention, questions and answers are stored and billed automatically, so that a question-answer service can be charged and support costs can be reduced. Can be. In addition, since the user is charged when he / she is satisfied, it is possible to respond to the needs of the user in detail. In addition, since billing is performed not only by the number of times of question-answer, but also by the amount of question-answer, it is possible to respond to the needs of the user in detail. In addition, when the time from the reception of the question to the reply of the answer exceeds a certain period of time, no charge is made, so that it is possible to respond to the needs of the user in detail.

Further, since a keyword search can also be performed, it is possible to save the fee for use and to meet the needs of the user who is meticulous.

[Brief description of the drawings]

FIG. 1 is a diagram illustrating the principle of the present invention.

FIG. 2 is a block diagram showing an embodiment of the present invention.

FIG. 3 is a diagram showing a configuration example of a contract condition master.

FIG. 4 is a diagram showing an example of an application form stored in an application form file for new subscription / contract renewal.

FIG. 5 is a diagram showing a configuration example of a contract database.

FIG. 6 is a diagram showing a configuration example of a question-answer database

FIG. 7 is a diagram showing an example of the contents of a fee for use.

FIG. 8 is a diagram showing a content example of a question-answer

FIG. 9 is a diagram showing an example of the contents of a declaration of consent / response end.

FIG. 10 is a diagram showing an example of the content of a keyword search.

FIG. 11 is a flowchart for explaining the overall processing flow;

FIG. 12 is a flowchart illustrating a support contract process.

FIG. 13 is a flowchart illustrating a condition setting process.

FIG. 14 is a flowchart illustrating a question-answer process.

FIG. 15 is a flowchart illustrating a question-answer storage process;

FIG. 16 is a flowchart illustrating a question-answer log matching process;

FIG. 17 is a flowchart illustrating a billing process.

FIG. 18 is a flowchart illustrating a billing process.

FIG. 19 is a flowchart illustrating a payment process.

[Explanation of symbols]

1,4: Terminal 2,5: Line 3: Question answer service device 6: Contract condition master 7: Application file 8: Contractor database 9: Question-answer database 10: Keyword search question-answer database 10A: Index file 10B: Information entity 11: Keyword search system (keyword search means) 12: Control unit 13: Support contract processing unit 14: Condition setting processing unit (condition setting processing unit) 15: Service selection processing unit 16: Question-answer processing unit 16A : Question-answer storage processing unit (question-answer storage processing unit) 17: Question-answer log collation processing unit 18: charging processing unit (charging processing unit) 19: contract period confirmation processing unit 20: billing processing unit 21: payment Processing unit 22: Contract renewal confirmation processing unit

Claims (9)

[Claims] 1. A question answering service apparatus for receiving a question from a questioner and returning an answer from the responder to the questioner, wherein the questioner asks a plurality of questions from the questioner and a plurality of answers from the responder. Question-answer storage processing means for storing in the answer database; and charging processing means for automatically charging usage fees based on the plurality of questions and the plurality of answers stored by the question-answer storage processing means. A question answering service device, comprising: 2. The question answering service device according to claim 1, wherein the billing processing means performs a number of question-answers until the questioner can obtain a satisfactory answer, and receives an acknowledgment from the questioner. A question answering service device, which performs billing processing until arrival at a service as one billing unit. 3. A question answering service apparatus in which a questioner sends a question to a respondent using electronic mail, and the respondent replies an answer to the questioner. Condition setting processing means for creating, updating, and saving a contractor database for storing contract conditions, operation conditions, operation status, and the like based on a contract condition master in which an application form file storing billing documents and a charging rule are stored in advance; Charge processing means for automatically charging a usage fee based on the number of questions of the questioner and the number of answers of the respondent, or the amount of questions of the questioner and the amount of answers of the respondent. A question answering service device characterized by the following. 4. The question answering service device according to claim 1, wherein the billing processing means takes a time from receiving a question from the questioner to answering the answerer exceeding a predetermined time. A question answering service device characterized in that no billing is made when a service is charged. 5. The question answering service device according to claim 1, wherein a keyword search means for performing a keyword search based on a keyword from the questioner, and a keyword search question-answer searched by the keyword search means. A question answering service device comprising: a database. 6. A medium in which a question answering service program for receiving a question from a questioner and returning an answer from the respondent to the questioner is recorded, wherein a plurality of questions from the questioner and a response from the answerer are recorded. Question-answer storage processing means for storing a plurality of answers in a question-answer database; and automatically charging a usage fee based on the plurality of questions and the plurality of answers stored by the question-answer storage processing means. A medium having recorded thereon a question answering service program, comprising: a billing processor. 7. The medium on which the question answering service program according to claim 6 is recorded, wherein said billing processing means repeats several question-answers until a satisfactory answer is obtained by said questioner. A medium in which a question answering service program is recorded, wherein a billing process is performed as one billing unit until the acknowledgment reaches the respondent. 8. A medium in which a questioner sends a question to a respondent using an electronic mail and a question answering service program for the respondent to reply to the questioner is recorded. Create, update, and save a contractor database that stores contract conditions, operation conditions, operation status, etc. based on an application form file that stores an application form for subscription or contract renewal and a contract condition master that stores charging rules and the like in advance. Condition setting processing means, charging for automatically charging usage fee based on the number of questions of the questioner and the number of answers of the respondent, or the amount of questions of the questioner and the amount of answers of the respondent A medium storing a question answering service program, comprising: processing means. 9. A medium in which the question answering service program according to claim 6 or 8 is recorded, wherein said billing processing means takes a time from receiving a question from said questioner to answering said answerer. A medium storing a question answering service program characterized by not charging for a certain time.