WO2010064615A1 - Method for assessing responses to inquiries, system for assessing responses to inquiries, and program - Google Patents

Abstract

Disclosed is a system for assessing responses to inquiries, comprising an accumulation unit that accumulates information about inquiries, including, at a minimum, a description of an inquiry made of an organization or group and a history up to and including the forwarding of the inquiry to the final respondent, a search unit that searches the accumulation unit for information about inquiries with similar descriptions, and a detection unit that detects information about inquiries from among the similar information about inquiries that has been forwarded and has a plurality of respondents.

Description

Inquiry Correspondence Evaluation Method, Inquiry Correspondence Evaluation System, and Program

The present invention relates to an inquiry response evaluation method, an inquiry response evaluation system, and a program.

-Records of communications that occur within the company are accumulated, and activities are carried out to improve or streamline operations using the accumulated data. For example, as an example of accumulating inquiries and applying them to work, the contents of inquiries from maintenance personnel are accumulated and compared with the educational history and curriculum information that the maintenance personnel have taken, the educational effect of the education course can be compared. A determination method is described in Patent Document 1.

Also, as another example, past inquiries can be used to efficiently search for past similar cases, or for marketing personnel to categorize inquiry data and efficiently create Pareto charts. A method for accumulating and using cases is described in Patent Document 2.

JP 2007-004484 A Japanese Patent Laid-Open No. 2006-065366

The proposed system focuses on the content of the inquiry. Therefore, the user can examine a similar case from a specific viewpoint with respect to the inquiry content, examine the characteristics of the inquirer, and examine the overall tendency of the inquiry content.

However, the subject is only related to the content of the inquiry, whether the organization or group that answers the inquiry is appropriate for the inquiry, and what ability the organization or group is acting on, We were unable to extract a problem for the respondent's condition.

Therefore, the present invention has been invented in view of the above problems, and its purpose is not suitable for members belonging to an organization or group among inquiries generated by the organization or group in relation to business or activity. To provide an inquiry response evaluation method, an inquiry response evaluation system, and a program for detecting an inquiry.

The present invention for solving the above-mentioned problems accumulates inquiry information including at least the contents of an inquiry to an organization or a group and a transfer history up to the final respondent, and the inquiry contents are stored from the stored inquiry information. The inquiry response evaluation method is characterized in that similar inquiry information is searched, and among the similar inquiry information, inquiry information that has been transferred and a plurality of respondents are detected.

The present invention that solves the above-described problems includes an accumulation unit that accumulates inquiry information including at least the contents of an inquiry to an organization or a group and a transfer history up to the final respondent, and an inquiry having similar inquiry contents from the accumulation unit An inquiry response evaluation system comprising: a search unit for searching for information; and a detection unit for detecting inquiry information in which a plurality of respondents are transferred among the similar inquiry information. It is.

The present invention for solving the above-mentioned problems is a process of storing inquiry information including at least the contents of an inquiry to an organization or a group and a transfer history up to the final respondent, and the inquiry information is stored from the stored inquiry information. A program for causing an information processing device to execute processing for searching for inquiry information having similar contents, and processing for detecting inquiry information for which a plurality of respondents have been transferred among the similar inquiry information. It is.

The present invention can detect queries that are not suitable for members belonging to an organization or group.

FIG. 1 is a block diagram of the first embodiment. FIG. 2 is a diagram showing a specific form of the inquiry information input unit 16. FIG. 3 is a flowchart of the operation of the first embodiment. FIG. 4 is a diagram illustrating an example of information stored in the inquiry information storage unit 10. FIG. 5 is a diagram showing an example of similarity evaluation. FIG. 6 is a block diagram of the second embodiment. FIG. 7 is a diagram showing the configuration of the inquiry input unit 36 in the second embodiment. FIG. 8 is a flowchart showing the operation of the second embodiment.

<First Embodiment>
A first embodiment of the present invention will be described with reference to the drawings.

FIG. 1 is a block diagram of the first embodiment.

Referring to FIG. 1, the first embodiment of the present invention includes a search unit 1, a detection unit 2, an inquiry information storage unit 10, an inconsistency inquiry output unit 15, and an inquiry input unit 16. The search unit 1 includes a similar query extraction unit 11. The detection unit 2 includes an answerer extraction unit 12, a transfer count extraction unit 13, and an inconsistency determination unit 14.

The inquiry information storage unit 10 is a storage device such as a hard disk or a flash memory. The inquiry information storage unit 10 may be a dedicated storage device or may be used with another storage device. Inquiry information is stored in the inquiry information storage unit 10. The inquiry information is inquiry information of the organization or group, and is information such as an inquiry ID, an inquiry content, a transfer history (transfer route, transfer number), and a respondent. The inquiry information may be stored in the form of a file, or the inquiry ID, inquiry contents, transfer history, respondents, etc. may be stored in a table format. In addition, inquiry information of a plurality of the organizations or groups may be included. In that case, identification information that can identify the organizations or groups is included.

The similar inquiry extraction unit 11 extracts a plurality of pieces of inquiry information having similar inquiry contents from the inquiry information storage unit 11. In order to determine the similarity of the contents of the inquiry, a configuration in which metadata describing the contents of the inquiry is extracted in advance and stored in the inquiry information storage unit 11 may be provided. The similar inquiry extraction unit 11 may be configured by a CPU that operates according to a program.

The respondent extraction unit 12 extracts respondents to each inquiry from the plurality of similar inquiry information extracted by the similar inquiry extraction unit 11. The respondent extraction unit 12 may be constituted by a CPU that operates according to a program.

The transfer count extraction unit 13 extracts the transfer count for each query for a plurality of similar query information extracted by the similar query extraction unit 11. The transfer number extraction unit 13 may be configured by a CPU that operates according to a program.

Based on the respondent extracted by the respondent extraction unit 12 and the number of transfers extracted by the transfer number extraction unit 13, the inconsistency determination unit 14 is an organization or group to which the inquiry content corresponding to the extracted inquiry information answers It is determined whether or not the inquiry content does not match the above. The inconsistency determination unit 14 may be configured by a CPU that operates according to a program.

The inconsistency inquiry output unit 15 outputs an inquiry that does not match a predetermined organization or group based on the determination result of the inconsistency determination unit 14. The inconsistency inquiry output unit 15 is, for example, a monitor that displays information, a speaker that outputs sound, and a printer that prints information.

The inquiry input unit 16 is used for members of an organization or a group, and inputs inquiry information to the inquiry information storage unit 11. Details of the inquiry input unit 16 will be described below.

FIG. 2 is a diagram showing a specific form of the inquiry information input unit 16.

2, 100 corresponds to the inquiry input unit 16 in FIG. 1, and 200 corresponds to the inquiry information storage unit 10 in FIG. 1.

When inputting an inquiry, the in-house terminal 110-1, the in-house terminal 110-2, the in-house terminal 110-N, the inquiring terminal 120-1, the inquiring terminal 120-2,... 120-M and the inquiry management server 130.

Each intra-organization terminal 110 processes whether to reply to or transfer the inquiry in the organization when the user of the intra-organization terminal receives the inquiry.

Each intra-organizational terminal 110 includes a communication unit 111 that communicates with a network, a query presenting unit 112 that presents received inquiry content, a response input unit 113 that inputs a response to the received query, and a transfer of the received query A transfer instruction unit 114 for instructing and a transfer history browsing unit 115 for browsing a transfer history.

・ Enter an inquiry to an organization or group at each inquiry terminal 120.

Each inquiry terminal 120 presents a response result, a communication unit 121 that communicates with a network, an inquiry input unit 122 that inputs an inquiry, an answerer specification unit 123 that specifies an answerer in an organization that makes an inquiry. 124.

Note that the inquiry terminal 120 and the in-organization terminal 110 may have different configurations, or may have the same configuration having both components.

The inquiry management server 130 includes a communication unit 131 that communicates with the network, a state monitoring unit 132 that monitors the state of inquiry input or transfer or answer input performed by an in-organization terminal or an inquiry terminal on the network, and a state monitoring When the unit 132 determines that a new inquiry has been input, the inquiry input unit 133 inputs the identification information and content of the inquiry to the inquiry information storage unit 200, and the state monitoring unit 132 issues a transfer instruction. When it is determined that the transfer information (transfer history or the like) of the inquiry is input to the inquiry information storage unit 200 and the state monitoring unit 132 determines that the answer is input. The response information (respondent etc.) of the inquiry is input to the inquiry information storage unit 200. An information input unit 135, and a query information storage unit 200. Then, the inquiry information is input based on the exchange at the inquiry terminal or the in-organization terminal.

Next, the operation of the first embodiment will be described.

FIG. 3 is a flowchart of the operation of the first embodiment.

First, information stored in the information storage unit 10 will be described. FIG. 4 shows an example of information stored in the inquiry information storage unit 10.

In FIG. 4, the inquiry ID, the inquiry content, the transfer route in the answer creation process, the number of transfers, and the respondent information are accumulated. In FIG. 4, for example, in response to the inquiry “Inquiry 1 is other company benchmark for XX technology?” 4 times with A to C, C to D, D to E and F of the same organization Forwarded, indicating that Mr. E and Mr. F are answering. Also, in response to Inquiry 5 “What is the comparison of other companies in XX technology?”, Mr. C and Mr. D have been transferred twice from Mr. E to Mr. C and Mr. C to Mr. D of the same organization. It shows that.

It is assumed that such information is input to the inquiry information storage unit 11.

The similar query extraction unit 11 selects one of the queries stored in the query information storage unit 10 (S1001).

The similar inquiry extraction unit 11 searches for an inquiry similar to the inquiry information selected in S1001 (S1002). For example, if the inquiry 1 in FIG. 4 is selected in S1001, the similar inquiry extraction unit 11 extracts, for example, the inquiry 5 and the inquiry 7.

Fig. 5 shows an example of similarity evaluation. Words that appear in the query are extracted, and the matching degree of the words is collated. In the inquiry 1 in FIG. 4, since one of the words “XX technology, benchmark, other company” is duplicated, it is selected as similar. As collation of similarity, an appearance word may be used as shown in FIG. 5, or a product or a technical code and a question template code may be assigned to a question in advance, and a match between codes may be evaluated. The present invention is not limited to a specific similarity criterion, and in addition to this, various generally similar similarity evaluation criteria can be applied.

The transfer count extraction unit 13 extracts the transfer count for each similar inquiry extracted in S1002 (S1003).

The respondent extraction unit 12 extracts respondents for each similar inquiry extracted in S1002 (S1004).

The inconsistency determination unit 14 determines that an inquiry that has been forwarded among a plurality of similar inquiries and that has a plurality of respondents is an inconsistency in the organization or group (S1005). As another example, a loop phenomenon in which forwarding of an inquiry loops to the same person in charge is detected, and an inquiry in which a loop is detected and multiple respondents are inconsistent with an organization or a group. It may be determined. Further, when the total number of respondents is greater than or equal to a predetermined number, the inquiry may be determined to be inconsistent with the organization or group.

The inconsistency inquiry output unit 15 outputs an inquiry determined to be inconsistent (S1006). In this example, inquiry 1 and inquiry 5 are output.

If it is not determined that there is a mismatch, the next inquiry in the inquiry information storage unit 11 is confirmed, and if there is an unconfirmed inquiry, the next inquiry is selected (S1007).

Also, after performing S1006 which is an inquiry output, it is confirmed whether there is an unconfirmed inquiry in the inquiry information storage unit 11 (S1008), and if there is, the next inquiry is selected (S1007). .

When the confirmation is completed for all inquiries, the process is terminated.

In the above example, the inconsistent query is configured to be output. However, when a plurality of similar queries are set as one similar query group and any query is detected, the similar query including the query is detected. You may comprise so that a group may also be output. For example, in the above example, not only inquiry 1 and inquiry 5 but also inquiry 7 is output.

By adopting the configuration as described above, the organization or group is transferred to other members based on the judgment that it is not the right person to respond to, and is a so-called trait that is answered by multiple persons in charge. Queries that are in a state can be extracted. Then, it is possible to detect that such an inquiry is an inquiry not suitable for members belonging to the organization or group.
<Second Embodiment>
A second embodiment of the present invention will be described with reference to the drawings.

The second embodiment is characterized in that a plurality of similar queries are regarded as one similar query group, and a similar query group that does not match the organization or group is detected.

FIG. 6 is a block diagram of the second embodiment.

Referring to FIG. 6, in the second embodiment of the present invention, the content of an inquiry and the transfer history to the respondent, the inquiry information storage unit 30 that stores the content, and the content that is similar to each other from the inquiry information storage unit 30 are similar to each other. A similar query extracting unit 31 for extracting a query (similar query group), a respondent extracting unit 32 for extracting respondents of each query of the extracted similar query group, and each query of the extracted similar query group Based on the total number of respondents of each inquiry in the similar inquiry group and the transfer history of each inquiry, the similar inquiry group is the organization or group. Is inconsistent with the organization or group Mismatched Contact output unit 35 for outputting the determined query group, the more an query input portion 36 for inputting inquiry information to the inquiry information storage unit 30.

The inquiry information storage unit 30, the similar inquiry extraction unit 31, the respondent extraction unit 32, and the inconsistent inquiry output unit 35 are the above-described inquiry information storage unit 11, similar inquiry extraction unit 11, respondent extraction unit 12, inconsistent inquiry output. Since the part 15 is the same, description thereof is omitted.

The transfer history extraction unit 33 extracts the transfer history of each inquiry extracted by the similar inquiry extraction unit 31 from the inquiry information storage unit 30. The transfer history extraction unit 33 may be configured by a CPU that operates according to a program.

Based on the respondent information extracted by the respondent extraction unit 32 and the transfer history extracted by the transfer history extraction unit 33, the inconsistency determination unit 34 determines whether the inquiry group is inconsistent with an organization or a group. Operates to determine. The inconsistency determination unit 34 may be configured by a CPU that operates according to a program.

The inquiry input unit 36 is used for members of an organization or a group, and inputs inquiry information to the inquiry information storage unit 30. A specific configuration of the inquiry input unit 36 will be described below.

FIG. 7 is a diagram showing the configuration of the inquiry input unit 36 in the second embodiment.

7, 400 corresponds to the inquiry input unit 36 in FIG. 2, and 500 corresponds to the inquiry information storage unit 30 in FIG. 6.

When inputting an inquiry, the organization terminal 410-1, the organization terminal 410-2,..., The organization terminal 410-N, the inquiry terminal 420-1, the inquiry terminal 420-2,. , An inquiry terminal 420-M and an inquiry management server 430.

Inquiry terminal 420 receives an inquiry about an organization or a group. The inquiry terminal 420 includes a communication unit 421 that communicates with a network, an inquiry input unit 422 that inputs an inquiry, and an answer presentation unit 423 that presents an answer result. Compared to the inquiry terminal 120 in the first embodiment, there is no respondent designating unit for designating the respondent, but it may be present.

The in-organization terminal 410 processes whether to reply to or transfer the inquiry in the organization when the user of the in-organization terminal receives the inquiry. Note that the organization terminal 410 may have the same configuration as the organization terminal 110 in the first embodiment, and a description thereof will be omitted.

The inquiry management server 430 includes a communication unit 431 that performs communication with the network, a state monitoring unit 432 that monitors a state of inquiry input, transfer, or answer input performed by an in-organization terminal or an inquiry terminal on the network, and a state monitoring When it is determined that the inquiry input is performed by the unit 432, the inquiry input unit 433 that inputs the identification information and contents of the new inquiry to the inquiry information storage unit 500, and the transfer instruction is performed by the state monitoring unit 432 When the determination is made, the transfer information input unit 434 that inputs the transfer information of the inquiry to the inquiry information storage unit 500, and the response information of the inquiry when the state monitoring unit 432 determines that the response is input. Is input to the inquiry information storage unit 500 and a new inquiry A similar item search unit 436 that searches the inquiry information storage unit 500 for an inquiry similar to a call, and a destination determination unit that determines a destination to which the inquiry is first sent from the respondent of the searched similar inquiry item and the transfer history 437 and an inquiry information storage unit 500. The inquiry information is input based on the exchange at the inquiry terminal or the organization terminal.

The destination determination unit 437 detects the inquiry having the content similar to the content of the new inquiry, the inquiry information storage unit 500, and selects the respondent with the highest response frequency among the respondents of the inquiry group as the destination of the new inquiry. And In this way, by setting the respondent of similar inquiries as the person in charge of the first destination, if the person in charge is a qualified person for inquiries, direct responses will be made, so the average number of transfers in similar cases Less. On the other hand, when the person in charge is not an appropriate person, the transfer is performed again, so that the average number of transfers in a similar case is not reduced, and it is possible to more effectively determine the traversing state. It should be noted that, in the group of respondents to similar inquiries, the person in charge who answers the latest similar case may be the first destination.

Also, in the transfer history of the inquiry group similar to the new inquiry, a person who is not able to send a stable forwarder by the inquiry, that is, a person who is forwarded to a plurality of persons may be the first destination. By setting the person in charge who is not stable as the first destination, it becomes easy to cause a transfer loop from the person in charge as the starting point, and it is possible to more effectively determine the state of turning.

In addition, when there is a new inquiry, the destination determination unit 437, if the content of the new inquiry is similar to the content of the inquiry detected that does not match the organization or group, the new inquiry is sent to the organization or group. You may make it alert | report so that it may not be performed. In this case, the inconsistency determination unit 34 is configured to record, in the inquiry information storage unit 500, information for identifying an inquiry detected as not conforming to the organization or group.

Next, the operation of the second embodiment configured as described above will be described.

FIG. 8 is a flowchart showing the operation of the second embodiment. Since S2001 and S2002 are the same as S1001 and S1002, description thereof will be omitted.

The transfer history extraction unit 33 extracts a transfer history from the information storage unit 30 for each query of similar queries (similar query group) extracted in S2002 (S2003).

The respondent extraction unit 32 extracts respondents for each query of the similar queries (similar query group) extracted in S2002 (S2004).

The inconsistency determination unit 34 detects a working state based on the transfer history and the respondent information extracted in S2003 and S2004, and determines whether or not the organization or group is inconsistent (S2005).

As an example, if the average number of transfers in the similar inquiry group is greater than a predetermined value and the total number of respondents in the similar inquiry group is greater than a predetermined value, the similar inquiry group is not included in the organization or group. Judged to be consistent.

The inconsistency output unit 35 outputs a query group (S2006).

If it is determined that there is a mismatch, if there is an inquiry that has not been confirmed in the inquiry information storage unit 30, the next inquiry is selected (S2007).

Ending when confirmation is completed for all inquiries.

As described above, in the second embodiment, it is determined whether or not all similar inquiries are suitable for the organization or group. Therefore, inquiries with similar contents are adapted to the organization or group. It can be judged whether or not.

Next, an embodiment of the present invention will be described. In the first embodiment of the present invention, inquiry information including at least the contents of an inquiry to an organization or a group and a transfer history up to the final respondent is accumulated. Inquiry information that is similar to the content of the inquiry is searched from among the inquiry information, and among the similar inquiry information, the inquiry information that has been transferred and has multiple respondents is detected. It is an inquiry response evaluation method.

In a second embodiment of the present invention, in the above embodiment, among the similar queries, a query is forwarded, a loop is formed in which the forwarding returns to the same person, and a query with a plurality of respondents is detected. It is characterized by doing.

In a third embodiment of the present invention, in the above embodiment, the plurality of similar queries are set as one similar query group, and when any query is detected, the similar query group including the query is also detected. It is characterized by.

In a fourth embodiment of the present invention, in the above embodiment, the average number of transfers of each query in the group of similar queries is greater than a predetermined number, or the respondents of each query in the group of queries A group of inquiries satisfying at least one of which the total number is greater than a predetermined number is detected.

In a fifth embodiment of the present invention, when a new inquiry is received in the above embodiment, the new inquiry is stored based on a transfer history of the inquiry similar to the content of the new inquiry among the stored inquiry information. The destination is determined.

In a sixth embodiment of the present invention, in the above embodiment, among the similar queries similar to the content of the new query, the respondent with the highest response frequency is set as the first query destination of the new query. It is characterized by determining.

In a seventh embodiment of the present invention, in the above embodiment, among the similar queries similar to the content of the new query, a forwarder who has transferred to a plurality of persons in the query transfer history is represented as the new query. It is characterized in that it is determined as the destination of the first inquiry.

In an eighth embodiment of the present invention, in the above embodiment, when the content of the new inquiry is similar to the content of the detected inquiry, the eighth embodiment of the present invention notifies the organization or group not to make the new inquiry. It is characterized by.

In the ninth embodiment of the present invention, the content of the inquiry is similar to the storage unit that stores the inquiry information including at least the content of the inquiry to the organization or group and the transfer history to the final respondent. A query response evaluation, comprising: a search unit for searching for query information; and a detection unit for detecting query information that has been transferred and a plurality of respondents among the similar query information. System.

In a tenth embodiment of the present invention, in the above embodiment, the detection unit forms a loop in which the similar inquiries are forwarded and the forwarding returns to the same person, and there are a plurality of respondents. It is characterized by detecting the inquiry which is.

In an eleventh embodiment of the present invention, in the above embodiment, the detection unit sets the plurality of similar queries as one similar query group, and when any query is detected, the similar query includes the query. A group is also detected.

According to a twelfth embodiment of the present invention, in the above embodiment, the detection unit has an average number of times of transfer of each query in the similar query group greater than a predetermined number, or each of the query group It is characterized in that a group of inquiries satisfying at least one of the total number of inquiries responding to an inquiry is greater than a predetermined number.

In a thirteenth embodiment of the present invention, in the above embodiment, when a new inquiry is received, the new inquiry is stored based on a transfer history of the inquiry similar to the content of the new inquiry among the stored inquiry information. It has a transmission destination determination part which determines a transmission destination.

In a fourteenth embodiment of the present invention, in the above-described embodiment, the destination determination unit selects a respondent with the highest response frequency among similar queries similar to the content of the new query. It is characterized in that the destination of the first inquiry is determined.

In a fifteenth embodiment of the present invention, in the above embodiment, the destination determination unit transfers, among similar inquiries similar to the content of the new inquiry, a plurality of persons in the inquiry transfer history. The forwarder is determined as the destination of the first inquiry of the new inquiry.

In a sixteenth embodiment of the present invention, in the above embodiment, when the content of a new inquiry is similar to the content of the detected inquiry, a notification that notifies the organization or group not to perform the new inquiry It has the part.

In a seventeenth embodiment of the present invention, a process for accumulating inquiry information including at least the contents of an inquiry to an organization or a group and a transfer history up to the final respondent, and an inquiry from the accumulated inquiry information Causes the information processing apparatus to execute processing for searching for inquiry information with similar contents and processing for detecting inquiry information that has been transferred among the similar inquiry information and a plurality of respondents. It is a program.

Although the present invention has been described with reference to the preferred embodiments and examples, the present invention is not necessarily limited to the above-described embodiments and examples, and various modifications can be made within the scope of the technical idea. I can do it.

This application claims priority based on Japanese Patent Application No. 2008-306106 filed on Dec. 1, 2008, the entire disclosure of which is incorporated herein.

DESCRIPTION OF SYMBOLS 1 Search part 2 Detection part 10 Inquiry information storage part 11 Similar inquiry extraction part 12 Respondent extraction part 13 Transfer frequency extraction part 14 Inconsistency determination part 15 Inconsistency inquiry output part 16 Inquiry input part

Claims (17)

1. Stores inquiry information that includes at least the content of inquiries to the organization or group and the history of transfers to the final respondent,
   Search the inquiry information similar to the content of the inquiry from the stored inquiry information,
   An inquiry response evaluation method, wherein, among the similar inquiry information, inquiry information that has been transferred and has a plurality of respondents is detected.
2. The inquiry correspondence evaluation according to claim 1, wherein, among the similar queries, a query is performed in which forwarding is performed, a loop is formed in which the forwarding returns to the same person, and a plurality of respondents are detected. Method.
3. 3. The inquiry according to claim 1, wherein when a plurality of similar queries are set as one similar query group, and any query is detected, a similar query group including the query is also detected. Correspondence evaluation method.
4. At least one of the average number of transfers of each query in the group of similar queries being greater than a predetermined number, or the total number of respondents to each query in the group of queries being greater than a predetermined number. 4. The inquiry response evaluation method according to claim 3, wherein a group of inquiries satisfying one is detected.
5. 2. The destination of the new inquiry is determined based on a transfer history of an inquiry similar to the content of the new inquiry in the stored inquiry information when the new inquiry is received. Item 5. The inquiry response evaluation method according to any one of Items4.
6. 6. The inquiry response according to claim 5, wherein, among similar queries similar to the content of the new query, a respondent who has the highest response frequency is determined as a destination of the first query of the new query. Evaluation methods.
7. Among similar queries similar to the content of the new query, a forwarder who has been transferred to a plurality of persons in the query forwarding history is determined as a destination of the first query of the new query. The inquiry response evaluation method according to claim 5.
8. The content of a new inquiry is similar to the content of the detected inquiry, so that the new inquiry is not notified to the organization or group. The inquiry response evaluation method described.
9. An accumulator that accumulates inquiry information including at least the content of the inquiry to the organization or group and the transfer history up to the final respondent;
   A search unit for searching for inquiry information with similar contents of the inquiry from the storage unit;
   An inquiry response evaluation system comprising: a detection unit that detects inquiry information in which a plurality of respondents are transferred among the similar inquiry information.
10. 10. The detection unit according to claim 9, wherein among the similar inquiries, forwarding is performed, a loop is formed in which the forwarding returns to the same person, and a plurality of respondents are detected. 10. The inquiry response evaluation system described.
11. 10. The detection unit according to claim 9, wherein the detection unit sets the plurality of similar queries as one similar query group, and when any query is detected, also detects a similar query group including the query. 10. The inquiry response evaluation system according to 10.
12. The detection unit has an average of the number of transfer times of each inquiry in the group of similar queries larger than a predetermined number, or a total number of respondents of each inquiry in the group of inquiry is larger than a predetermined number. 12. The inquiry response evaluation system according to claim 11, wherein a group of inquiries satisfying at least one of the above is detected.
13. When a new inquiry is received, the apparatus has a destination determination unit that determines a destination of the new inquiry based on a transfer history of an inquiry similar to the content of the new inquiry among the stored inquiry information. The inquiry response evaluation system according to any one of claims 9 to 12.
14. The destination determination unit determines a respondent with the highest response frequency among similar inquiries similar to the content of the new inquiry as a transmission destination of the first inquiry of the new inquiry. Item 14. The inquiry response evaluation system according to Item 13.
15. The destination determination unit selects, as a destination of the first inquiry of the new inquiry, a forwarder who has transferred to a plurality of persons in the inquiry transfer history among similar inquiries similar to the content of the new inquiry. 14. The inquiry response evaluation system according to claim 13, wherein the inquiry response evaluation system is determined.
16. 16. The information processing apparatus according to claim 9, further comprising: a notifying unit that notifies that the new inquiry is not sent to the organization or the group when the content of the new inquiry is similar to the content of the detected inquiry. The inquiry response evaluation system described in any of the above.
17. A process of accumulating inquiry information including at least the contents of the inquiry to the organization or group and the transfer history to the final respondent;
    A process of searching for inquiry information with similar inquiry contents from the stored inquiry information;
    A program for causing an information processing apparatus to execute processing for detecting inquiry information in which transfer is performed and there are a plurality of respondents among the similar inquiry information.
    

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