WO2020012659A1

WO2020012659A1 - Management program, management method, and management device

Info

Publication number: WO2020012659A1
Application number: PCT/JP2018/026602
Authority: WO
Inventors: 孝彰宮澤; 貴宏前川
Original assignee: 富士通株式会社
Priority date: 2018-07-13
Filing date: 2018-07-13
Publication date: 2020-01-16
Also published as: JPWO2020012659A1

Abstract

A FAQ response device displays, in a list form, a group of inquiries, answers of which are searched for but are not acquired, and receives registration of question information that a keyword corresponding to the inquiry and an answer to the keyword are associated. The FAQ response device refers to a storage unit which stores the group of inquiries, and determines whether an inquiry which does not correspond to the group of inquiries exists or not from among inquiries included in the group of inquiries due to the registration of the question information. The FAQ response device updates the content of the displayed list with the inquiry determined not to correspond to the group of inquiries hidden.

Description

Management program, management method and management device

The present invention relates to a management program, a management method, and a management device.

Conventionally, manned systems such as call centers that receive and respond to inquiries from end users such as mail order sales, online sales, and online games, and inquiries from managers such as system failures by telephone or e-mail have been used. . In recent years, a computer-based FAQ (Frequently Asked Questions) system or the like has been known so as to be able to respond to inquiries from end users, managers, and the like even outside of manned business hours. For example, an FAQ system that accumulates answers corresponding to keywords, searches for answers from keywords included in the question text, and responds is used.

JP 2000-123028 A

By the way, the FAQ system sometimes uses a zero hit ranking that manages keywords for which a FAQ could not be searched. Originally, in order to perform an automatic response, it is not desirable that zero hits exist. Therefore, the administrator looks at the zero hit ranking, and if any FAQ can be newly registered, the keyword that will result in zero hits Can be determined.

However, FAQ data in which a keyword and an answer are associated with each other may be managed on the system in a state where the FAQ data is not always in a one-to-one correspondence, and such FAQ data may be stored in a system managed by an administrator. It may be generated outside. For this reason, the algorithm used to manage the keyword and the answer in association with each other may not be controlled by the system used by the administrator.

For this reason, a keyword or the like that ranks in a ranking close to each other with zero hits is often not a zero hit with one FAQ registration. There is a problem that it is not known whether a record will be a zero hit or not.

One object of the present invention is to provide a management program, a management method, and a management device that can reduce the workload of FAQ maintenance.

In the first plan, the management program causes the computer to execute a process of searching for an answer to the inquiry and displaying a list of inquiries that could not obtain an answer to the inquiry. The management program causes the computer to execute a process of receiving registration of question information in which a keyword corresponding to the inquiry is associated with an answer to the keyword. The management program refers to the storage unit that stores the inquiry group in the computer, and among the queries included in the inquiry group, there is an inquiry that no longer corresponds to the inquiry group by registering the question information. Is performed. The management program causes the computer to execute a process of updating the contents of the list display by hiding the inquiry determined to be no longer applicable to the inquiry group.

According to one embodiment, it is possible to reduce the workload of FAQ maintenance.

FIG. 1 is a diagram illustrating an FAQ system according to the first embodiment. FIG. 2 is a functional block diagram illustrating the functional configuration of the FAQ response device according to the first embodiment. FIG. 3 is a diagram illustrating an example of information stored in the FAQ list DB. FIG. 4 is a diagram illustrating an example of information stored in the zero hit DB. FIG. 5 is a diagram illustrating an example of the chatbot screen. FIG. 6 is a diagram illustrating a display example of the zero hit ranking. FIG. 7 is a diagram illustrating an example of a FAQ to be registered. FIG. 8 is a diagram illustrating an example of determining a zero hit flag. FIG. 9 is a diagram illustrating an example of updating the zero hit ranking. FIG. 10 is a diagram illustrating an operation example of the zero hit ranking. FIG. 11 is a diagram illustrating an example of transition to a new FAQ registration screen. FIG. 12 is a diagram illustrating a new FAQ registration screen. FIG. 13 is a diagram illustrating an example of a screen in which a FAQ is newly registered. FIG. 14 is a diagram illustrating an example of registration of a question. FIG. 15 is a diagram illustrating an example of additional registration of a question. FIG. 16 is a diagram illustrating the result of additional registration of a question. FIG. 17 is a diagram illustrating an example of registering an answer. FIG. 18 is a diagram for explaining a result of registering an answer. FIG. 19 is a diagram illustrating an example of the home screen after the new FAQ registration. FIG. 20 is a diagram illustrating an update result of the zero hit ranking. FIG. 21 is a flowchart showing the flow of the update process of the zero hit ranking. FIG. 22 is a flowchart showing a flow of processing for narrowing down input words of the zero hit ranking in advance. FIG. 23 is a diagram illustrating an example of displaying the number of non-display targets. FIG. 24 is a diagram illustrating an example of a hardware configuration.

Hereinafter, embodiments of a management program, a management method, and a management device according to the present invention will be described in detail with reference to the drawings. The present invention is not limited by the embodiment. In addition, the embodiments can be appropriately combined within a consistent range.

[overall structure]
FIG. 1 is a diagram illustrating an FAQ system according to the first embodiment. As shown in FIG. 1, the FAQ system is a system in which a user terminal 1 and an FAQ response device 10 are connected via a network N. This FAQ system is a system in which an FAQ response device 10 receives an inquiry from a user terminal 1 in a chat format, and responds to the user terminal 1 with an answer to the inquiry. Note that examples of inquiries include questions from end users such as mail-order sales, online sales, and online games, and questions from administrators such as system failures. The network N may employ various communication networks such as the Internet and a dedicated line, regardless of whether the network is wired or wireless.

The user terminal 1 is an example of a computer device used by the user, and is, for example, a personal computer or a smartphone. The user terminal 1 accesses the FAQ response device 10 using a Web browser or a dedicated application, and inputs an inquiry and obtains an answer.

The FAQ response device 10 is an example of a computer device that responds to an inquiry input from the user terminal 1, and stores an FAQ list in which keywords of the inquiry are associated with answer candidates. Upon receiving access from the user terminal 1, the FAQ response device 10 displays a chatbot screen, which is an example of a chat-type Web screen, on the user terminal 1. Then, the FAQ response device 10 outputs a message such as “What kind of business is it?” On the chatbot screen, and accepts an inquiry from the user terminal 1.

Next, the FAQ response device 10 receives “I want to see cherry blossoms in Tokyo” as an inquiry from the user terminal 1 on the chatbot screen (S1). Then, the FAQ response device 10 specifies “Tokyo” and “Sakura” as keywords included in the inquiry “I want to see cherry blossoms in Tokyo”, and the answer “Todoroki is a famous cherry blossom spot” associated with the keyword from the FAQ list. And outputs it on the chatbot screen (S2). In this way, the FAQ response device 10 can provide an environment in which a user can always respond to an inquiry at the user's timing regardless of business hours and the like.

In such a system, the FAQ responding apparatus 10 can reduce the workload of new FAQ registration in the FAQ management work. More specifically, the FAQ response device 10 searches for an answer to the inquiry and displays a list of inquiries having zero hits. Subsequently, the FAQ response device 10 accepts the registration of the FAQ in which the keyword corresponding to the inquiry and the answer to the keyword are associated. The FAQ response device 10 refers to the storage unit that stores the group of inquiries, and determines, from the inquiries included in the inquiries group, whether there is an inquiry that is no longer a zero hit by registering the FAQ. Thereafter, the FAQ response device 10 updates the contents of the list display by hiding the inquiry determined to be no longer a zero hit. Note that a zero hit is an example of a state in which, for example, an answer to an inquiry has been searched, but no corresponding answer has been found. For example, when a FAQ list was searched using Inquiry A, but the corresponding answer could not be found, it is called a zero hit. I do.

As described above, in the FAQ response device 10, the input word that is no longer a zero hit on the zero hit ranking can be determined and presented by the device, and the input word can be automatically hidden. Therefore, it is possible to reduce the work load on the administrator for maintenance such as new registration of FAQ.

[Function configuration]
Next, a functional configuration of the FAQ system according to the first embodiment will be described. Since the user terminal 1 has the same configuration as a general computer device, a detailed description is omitted. FIG. 2 is a functional block diagram illustrating a functional configuration of the FAQ response device 10 according to the first embodiment. As shown in FIG. 2, the FAQ response device 10 has a communication unit 11, a storage unit 12, and a control unit 20.

The communication unit 11 is a processing unit that controls communication with the user terminal 1, and is, for example, a communication interface. For example, the communication unit 11 establishes Web communication or chatbot communication with the user terminal 1 to execute data transmission and reception.

The storage unit 12 is an example of a storage device that stores programs and data, and is, for example, a memory or a hard disk. The storage unit 12 stores an FAQ list DB 13 and a zero hit DB 14.

The FAQ list DB 13 is a database that stores an FAQ list in which an inquiry is associated with a formal answer corresponding to the inquiry. FIG. 3 is a diagram illustrating an example of information stored in the FAQ list DB 13. As shown in FIG. 3, the FAQ list DB 13 stores FAQs associated with “FAQ_ID, category, keyword, answer”. “FAQ” stored here is an identifier for identifying the FAQ, and “category” indicates the category of the FAQ. The “keyword” is a keyword for searching the FAQ, a word or the like extracted from the inquiry received from the user terminal 1, and is used when searching for an answer. "Answer" is a formal answer to the inquiry received from the user terminal 1, and can be specified from past cases and the like.

(3) In the example of FIG. 3, the keyword “Membership fee” is assigned to the answer “Membership fee is 1,000 yen per month” corresponding to the category “Enrollment”. In addition, the answer “withdrawal is accepted via the system or by telephone. The phone number is XXX” corresponding to the category “withdrawal” indicates that the keyword “method” is assigned.

In other words, when an inquiry including the keyword “Membership fee” is input from the user terminal 1, “Membership fee is 1,000 yen per month” is output as a reply. When an inquiry including the keyword "withdrawal" is input from the user terminal 1, "withdrawal is accepted via the system or by telephone. The telephone number is XXX" is output as a response. Note that the category classification method and the correspondence between keywords and answers are merely examples, and can be arbitrarily changed. Note that the FAQ is not limited to the above items, and a FAQ title or the like can be registered.

The zero hit DB 14 is a database that stores a zero hit ranking. FIG. 4 is a diagram illustrating an example of information stored in the zero hit DB 14. As shown in FIG. 4, the zero hit DB 14 stores a zero hit ranking in which "rank, input word, number of appearances, zero hit, no matching answer, no search result flag, and display flag" are associated. The “order” stored here is the order in which the numbers of appearances are assigned in descending order. The “input word” is a keyword input as an inquiry or a keyword extracted from the input inquiry. The “number of appearances” is a value obtained by adding the number of zero hits and the number of no matching answers.

“Zero hits” is the number of times the FAQ stored in the FAQ list DB 13 has been searched, and the number of times that the corresponding FAQ could not be searched. “No suitable answer” is the number of times that a response to the FAQ retrieved from the FAQ list DB 13 was returned, but the user determined that the response was not the desired answer (not a correct answer). The “search result flag” is information indicating whether or not the corresponding FAQ has been searched, and “true” is set if the search was successfully performed, and “false” is set if the search was not performed. The “display flag” is information indicating whether or not to display as a zero hit ranking, and is set to “true” when it is to be displayed and “false” when it is not to be displayed.

In the example of FIG. 4, “Sakura”, which is input in kanji and has an appearance frequency of 14, is the first place in the zero hit ranking, and “Sakura”, which is input in hiragana and has an appearance frequency of 12, is Indicates second place. In addition, the input word combining Hiragana "Sakura" and the pictograph "Sakura" is the third with 10 occurrences, and the input word combining the Chinese character "Sakura" and Hiragana "Kei" is the number of occurrences. Nine times indicates fourth place. In addition, none of the input words shown in FIG. 4 has a corresponding FAQ, and is a display target of the ranking.

The control unit 20 is a processing unit that controls the entire FAQ response device 10, and is, for example, a processor. The control unit 20 includes a screen control unit 21, an FAQ response unit 22, and a management unit 30. The screen control unit 21, the FAQ response unit 22, and the management unit 30 are an example of an electronic circuit such as a processor or an example of a process executed by the processor.

The screen control unit 21 is a processing unit that controls a chatbot screen with the user terminal 1. For example, when receiving access to the FAQ system from the user terminal 1, the screen control unit 21 transmits a chatbot screen 40 shown in FIG. 5 to the user terminal 1. Then, the screen control unit 21 executes reception of an inquiry and the like and output of an answer on the chatbot screen 40.

FIG. 5 is a diagram showing an example of the chatbot screen 40. As shown in FIG. 5, the chatbot screen 40 includes an avatar 41, a chat area 42, an input area 43, and a send button 44. The avatar 41 is a character that operates to answer an inquiry from a user. The chat area 42 is an area for outputting and displaying an answer including a message from the FAQ response device 10 and an inquiry including a message input from the user terminal 1 in the order of input. The input area 43 is an area where the user inputs an inquiry or the like via the user terminal 1. The transmission button 44 is a button for outputting an inquiry or the like input to the input area 43 to the chat area 42.

The FAQ response unit 22 is a processing unit that responds to the FAQ corresponding to the inquiry input by the user. Specifically, upon receiving an inquiry (question) on the chatbot screen 40 from the user, the FAQ response unit 22 searches the FAQ list DB 13 for an FAQ associated with the inquiry. Then, the FAQ response unit 22 outputs the answer of the searched FAQ on the chatbot screen 40.

For example, when receiving the inquiry “How much is the membership fee” from the user, the FAQ response unit 22 performs a morphological analysis on the inquiry and extracts the word “membership fee”. Then, the FAQ response unit 22 searches the FAQ list DB 13 using the word “membership fee” as a keyword, and searches for an answer “membership fee is 1,000 yen per month” associated with the keyword “membership fee”. After that, the FAQ response unit 22 responds with “the membership fee is 1,000 yen per month” and “there is no such fee” as answer candidates.

Here, the FAQ response unit 22 ends the process when the answer candidate “Membership fee is 1000 yen per month” is selected. On the other hand, if the answer candidate “not in this” is selected, the FAQ response unit 22 generates a record of the keyword “Membership fee” in the zero hit ranking, and “Frequency” and “No matching answer” Is set to "1". At this time, each flag can be set.

As another example, when receiving the inquiry “I want to see cherry blossoms in Tokyo” from the user, the FAQ response unit 22 performs morphological analysis on the inquiry and extracts the kanji “Sakura” as a word. Then, the FAQ response unit 22 searches the FAQ list DB 13 using the word “sakura” as a keyword, but cannot search the FAQ (the FAQ does not hit). The FAQ response unit 22 also searches for synonyms and similar words of the kanji character "sakura" and hiragana "sakura" and katakana "sakura", but cannot search the FAQ.

(5) As a result, the FAQ response unit 22 responds “There is no corresponding FAQ” as a response. Then, the FAQ response unit 22 generates a record of the keyword “sakura” in the zero hit ranking, and sets “1” to each of the “number of appearances” and the “zero hit”. At this time, "false" can be set for the "search result flag" and "true" can be set for the "display flag". When the keyword “sakura” already exists in the zero hit ranking, the FAQ response unit 22 adds “1” to each of the “number of appearances” and the “zero hit”.

The management unit 30 includes a list display unit 31, a registration unit 32, a determination unit 33, and an update unit 34, and is a processing unit that executes new registration of FAQ and management of zero hit ranking. Note that the list display unit 31 is an example of a list display unit, the registration unit 32 is an example of a reception unit, the determination unit 33 is an example of a determination unit, and the update unit 34 is an example of an update unit. is there.

The list display unit 31 is a processing unit that searches for answers to inquiries and displays a list of inquiries having zero hits. That is, the list display unit 31 displays the zero hit ranking. Specifically, upon receiving an operation indicating a request to display a zero hit ranking from a chatbot screen, a FAQ maintenance screen (not shown), or the like, the list display unit 31 displays the zero hit ranking from the zero hit DB 14. Read and display.

FIG. 6 is a diagram showing a display example of the zero hit ranking. As shown in FIG. 6, the list display unit 31 reads an input word corresponding to “search result flag = false” and “display flag = true” from the zero hit DB 14 shown in FIG. Then, the list display unit 31 displays a zero hit ranking in which all items except the “search result flag” and the “display flag” are displayed.

The registration unit 32 is a processing unit that accepts registration of an FAQ that associates a keyword corresponding to an inquiry with an answer to the keyword, and registers a new FAQ. Specifically, when accepting a new registration operation on the zero hit ranking or other various screens displayed by the list display unit 31, the registration unit 32 displays a registration screen. Then, the registration unit 32 registers the new FAQ in the FAQ list DB 13 based on the information input on the registration screen.

FIG. 7 is a diagram showing an example of a FAQ to be registered. Upon receiving the new registration operation, the registration unit 32 displays a registration screen for inputting each item shown in FIG. Specifically, the registration unit 32 associates the uniquely assigned “FAQ_ID” with a “category” that specifies a category of the FAQ, a “keyword” that specifies a keyword to be searched for the FAQ, and a response to the user. The input of each item of "answer" which is a subject and which is an answer of the FAQ is accepted.

For example, when the registration unit 32 receives “October, March, cherry blossoms, todoroki is a famous spot of cherry blossoms” as “FAQ_ID, category, keyword, answer”, the registration unit 32 generates an FAQ that records these as one, and stores it in the FAQ list DB 13. register. Then, when the new registration of the FAQ is completed, the registration unit 32 outputs information on the occurrence of the new registration and the registered FAQ to the determination unit 33.

The determination unit 33 is a processing unit that refers to the FAQ list DB 13 storing the FAQ list and determines whether there is an inquiry that is no longer a zero hit by registering a new FAQ. Specifically, the determination unit 33 acquires information on the occurrence of a new registration and the registered FAQ from the registration unit 32. Then, the determination unit 33 searches the FAQ list DB 13 using each input word registered in the zero hit ranking. Then, the determination unit 33 determines whether the FAQ can be searched for with each input word, and updates the “search result flag” and the “display flag” of the input word for which the FAQ has been searched. Thereafter, the determination unit 33 notifies the updating unit 34 that the zero hit DB 14 has been updated.

For example, with reference to FIG. 8, an example will be described in which “October / March, cherry blossoms, todoroki is famous for cherry blossoms” is registered as a new FAQ as “FAQ_ID, category, keyword, answer”. FIG. 8 is a diagram illustrating an example of determining a zero hit flag. As shown in FIG. 8A, the determination unit 33 specifies the input word “zero cherry blossoms, cherry blossoms, cherry blossoms + pictograms, beautiful cherry blossoms, cherry blossoms, cherry blossom viewing, cherry blossom viewing” in the zero hit ranking.

(4) Then, the determining unit 33 searches the updated FAQ list using each input word. Here, since the answer corresponding to the keyword "Sakura" is newly registered, among the input words of the zero hit ranking, the same word as "Sakura", a synonym of "Sakura", and a similar word of "Sakura" When the FAQ list is searched for “Sakura”, “Sakura”, “Sakura + Emoji”, “Sakura beautiful”, and “Do you like cherry blossoms?”, The newly registered FAQ is searched.

Therefore, as shown in FIG. 8B, the determination unit 33 selects “Sakura”, “Sakura”, “Sakura + Emoji”, “Beautiful Sakura”, and “Do you like Sakura?” In the zero hit ranking. Change each "search result flag" from "false" to "true". Along with this, as shown in FIG. 8C, the determination unit 33 determines that “Sakura”, “Sakura”, “Sakura + Emoji”, “Sakura beautiful”, and “Sakura likes” in the zero hit ranking "?" Is also changed from "true" to "false".

The update unit 34 is a processing unit that updates the content of the zero hit ranking by hiding the inquiry determined to be no longer a zero hit. More specifically, the update unit 34 updates the zero hit ranking so that records whose “display flag” is changed from “true” to “false” are not displayed in the zero hit ranking.

FIG. 9 is a diagram illustrating an example of updating the zero hit ranking. As shown in FIG. 9, the update unit 34 determines that the input words “sakura”, “sakura”, “sakura + pictograph”, “sakura beautiful”, “sakura beautiful”, and “do you like cherry” with the “display flag” changed to “false”? "Is deleted and the ranking is sorted and the zero hit ranking is displayed. That is, the update unit 34 displays a zero hit ranking that includes only the input words “cherry blossom viewing” and “cherry blossom viewing” for which the “display flag” is “true”.

The updating unit 34 can also delete an input word whose “search result flag” has been changed to “true” from the zero hit ranking. The updating unit 34 can also exclude the input word whose “search result flag” has been changed to “true” from the ranking while leaving it in the zero hit ranking.

[Screen transition example]
Next, a screen transition example regarding updating of the zero hit ranking will be described with reference to FIGS.

FIG. 10 is a diagram illustrating an operation example of the zero hit ranking. As shown in FIG. 10, the list display unit 31 displays a home screen 50 for performing maintenance including a zero hit ranking. The home screen 50 includes FAQ search statistical information in addition to the zero hit ranking. The statistical information includes a hit rate (a search rate) when searching using the current FAQ list, the number of FAQ searches indicating the number of FAQs searched, and a number of FAQ searches using the current FAQ list. It includes the number of zero hits, the number of no matching answers when searching using the current FAQ list, and the like. The statistical information includes a ranking (rank B in the example of FIG. 10) in which the higher the hit rate, the higher the rank.

In the home screen 50, when an input word displayed in the zero hit ranking is selected, the registration unit 32 displays a new FAQ registration screen. FIG. 11 is a diagram illustrating an example of transition to a new FAQ registration screen. For example, the registration unit 32 displays the FAQ input screen 51 shown in FIG. 11 when receiving an operation such as right-click while the record of the input word “Sakura” is selected in the zero hit ranking of FIG. . The FAQ input screen 51 shown in FIG. 11 is a screen for receiving an input of “No., FAQ title, question text, category name”. In addition, the registration unit 32 can automatically input a unique number for “No.”, and the registration unit 32 automatically inputs the input word selected on the screen of FIG. 10 for “question text”. You can also. The FAQ title may not be input.

Then, the registration unit 32 receives “10, Sakura, Sakura, March” as “No., FAQ title, question text, category name” on the input screen 51 of FIG. When the selection of “to new FAQ registration” is detected, a detailed screen for FAQ registration is displayed. FIG. 12 is a diagram illustrating a new FAQ registration screen. As shown in FIG. 12, in the new registration screen, in addition to the information “category, title, FAQ_ID” and the like input on the input screen 51 in FIG. 11, a disclosure period as FAQ can be set.

After that, when “Save” is selected by the user on the new registration screen of FIG. 12, the registration unit 32 registers the input FAQ in the FAQ list DB 13. FIG. 13 is a diagram illustrating an example of a screen in which a FAQ is newly registered. As illustrated in FIG. 13, the registration unit 32 outputs a message “FAQ data has been saved” to indicate that registration of the input new FAQ has been completed. Further, the registration unit 32 displays a “question” tag for inputting a question and an “answer” tag for inputting an answer, in addition to the “FAQ” tag for displaying information input on the input screen 51.

FIG. 14 is a diagram illustrating an example of registration of a question. As shown in FIG. 14, when the “question” tag is selected, the registration unit 32 displays the input word “sakura” input on the input screen 51 of FIG. 11 as a registered question. Further, when the add button “+” is selected in a state where the “question” tag is selected, the registration unit 32 displays an additional registration screen 52 for receiving an additional input of the question of the FAQ. FIG. 15 is a diagram illustrating an example of additional registration of a question.

As shown in FIG. 15, the registration unit 32 displays the currently targeted FAQ title “Sakura” as the additional registration screen 52 to clearly indicate the target FAQ, and also displays an input field for a question text. . Then, when the “OK” button is selected after “Sakura” is input in the question text input field of the additional registration screen 52, the registration unit 32 newly registers the input question “Sakura”.

FIG. 16 is a diagram illustrating the result of additional registration of a question. As shown in FIG. 16, the registration unit 32 displays the message “Registered question” and displays an additional registration screen 52 as a question with the FAQ title “Sakura” in addition to the registered question “Sakura”. To display the newly registered question "Sakura". As a result, the question “Sakura” and the question “Sakura” are associated with the FAQ “Sakura”.

(6) Thereafter, as shown in FIG. 16, when the “answer” tag is selected, the registration unit 32 displays a response message registration screen 53. FIG. 17 is a diagram illustrating an example of registering an answer. As shown in FIG. 17, the registration unit 32 displays the currently targeted FAQ title “Sakura” as the answer sentence registration screen 53, specifies the target FAQ, and sets the answer sentence input field. indicate. Then, after “Todoroki is a famous place of cherry blossoms” is entered in the input field of the answer message registration screen 53, if a button such as “OK” is selected, the input answer text “Todoroki is cherry blossoms” Register "Famous place". In FIG. 17, an image file or the like can be registered.

FIG. 18 is a diagram for explaining the result of registering an answer. As shown in FIG. 18, the registration unit 32 displays a message “An answer has been registered” and also displays “Todoroki is a famous cherry blossom spot” registered as an answer to the FAQ title “Sakura”. As a result, the question “Sakura”, the question “Sakura”, and the answer “Todoroki is a famous cherry blossom” are associated with the FAQ “Sakura”.

After that, when the “Home” button is selected on the screen of FIG. 18, the registration unit 32 displays a home screen 50 for performing maintenance including a zero hit ranking. FIG. 19 is a diagram illustrating an example of the home screen after the new FAQ registration. As shown in FIG. 19, the registration unit 32 displays a home screen similar to the initial screen shown in FIG.

Here, after the new registration of the FAQ and before the home screen is displayed, the determination unit 33 uses the input words of the zero hits stored in the zero hit DB 14 to set the FAQ in which the new FAQ is registered. The list DB 13 is searched to determine whether there is any input word that is no longer a zero hit. Then, when there is an input word that is no longer a zero hit, as shown in FIG. 19, the determination unit 33 asks, "There is an input word that hits the FAQ. Do you want to hide from the zero hit ranking?" And highlight the input word that is no longer a zero hit in the zero hit ranking list.

Then, when the “OK” button, which is an operation for updating the zero hit ranking, is selected on the home screen of FIG. 19, the updating unit 34 executes the update of the zero hit ranking. FIG. 20 is a diagram illustrating an update result of the zero hit ranking. As shown in FIG. 20, the updating unit 34 deletes the input words such as “Sakura” and “Sakura” which are highlighted as non-display targets from the zero hit ranking shown in FIG. Display hit ranking.

[Processing flow]
FIG. 21 is a flowchart showing the flow of the update process of the zero hit ranking. As shown in FIG. 21, when the list display unit 31 receives a list display operation or the like (S101: Yes), the list display unit 31 reads the zero hit ranking from the zero hit DB 14 and displays the list (S102).

Subsequently, when the registration unit 32 accepts new registration of the FAQ from the list display screen of the zero hit ranking (S103: Yes), the registration unit 32 registers a question (S104) and registers an answer in response to a user's input operation. (S105), and a new FAQ is registered in the FAQ list DB 13 (S106).

After that, the determination unit 33 selects one input word of the zero hit ranking (S107), and searches the FAQ using the selected input word (S108). When the FAQ search hits the selected input word (S109: Yes), the determination unit 33 changes the search result flag of the input word to “true” (S110). When the FAQ search does not hit the selected input word (S109: No), the determination unit 33 executes S111 without executing S110.

Here, the determination unit 33 repeats S107 and subsequent steps until an FAQ search is performed using each input word of the zero hit ranking (S111: No). Then, when the FAQ search is executed for all input words of the zero hit ranking (S111: Yes), the determination unit 33 highlights the input word whose search result flag is "true" in the zero hit ranking (S111: Yes). S112).

Thereafter, when the update unit 34 receives an operation of hiding the input word that has no longer hit zero (S113: Yes), the update unit 34 changes the “display flag” of the input word whose search result flag is “true” to “false”. (S114). Then, the updating unit 34 updates the zero hit ranking so that the input word whose “display flag” is changed to “false” is not displayed. In S113, when the non-display operation is not received (S113: No), the updating unit 34 ends the processing without executing S114 and S115.

[effect]
As described above, upon receiving a new FAQ registration, the FAQ response device 10 determines whether there is a change in the data having zero hits before and after registration as a result of the registration of the FAQ. A detection mechanism was adopted. The operation of registering a new FAQ is complicated for the administrator, but there is a desire from the administrator to reduce the number of registration operations as much as possible. According to the above mechanism, even if you do not know how the FAQ is managed, you can see how much zero hits are reduced by registering a certain FAQ, so register all FAQs that are new registration candidates Without doing so, you can expect to reduce zero hits to the desired extent. Therefore, the FAQ response device 10 can reduce the work load on the administrator for new registration and maintenance of the FAQ.

By the way, in addition to the processing described in the first embodiment, the FAQ responding apparatus 10 can execute processing such as reducing the processing load when updating the zero hit ranking.

[Reduction of processing load]
For example, the FAQ response device 10 can reduce the processing load by narrowing down the input words to be searched when executing the FAQ search for each input word of the zero hit ranking after the new registration of the FAQ.

FIG. 22 is a flowchart showing the flow of processing for narrowing down input words of the zero hit ranking in advance. As illustrated in FIG. 22, when the new registration of the FAQ is completed (S201: Yes), the determination unit 33 decomposes the additionally registered question or answer into each word using a general morphological analysis or the like (S202). .

Next, the determination unit 33 extracts synonyms and related words of each word obtained by disassembly using a general dictionary or the like (S203). Then, the determination unit 33 specifies an input word that does not include any of the above words, similar words, and related words among the input words of the zero hit ranking (S204). Note that the similar word is a word similar to the above word or a word having the same meaning as the above word. The related word is a word that is related to the word and the related word, the meaning of the word, a word that can be inferred from the word, and the like. Similar words and related words can be specified using a general dictionary or the like.

Then, the determination unit 33 sets the specified input word as a non-target word (S205), and performs a determination process excluding the non-target input word (S206). That is, the determination unit 33 executes S107 and subsequent steps in FIG. 21 for each of the input words of the zero hit ranking excluding the non-target input words. Note that only a word may be used, only one of a similar word and a related word may be used in addition to the word, or a synonym of the word may be used.

[Application of learning device]
In the process of FIG. 22, the determination unit 33 inputs the added knowledge (FAQ questions, answers, etc.) to a learned model such as a naive Bayesian or neural network, and executes the class classification. In addition, the determination unit 33 inputs each input word of the zero hit ranking to the same learned model and classifies it into classes. Then, the determination unit 33 can also execute the processing from S107 in FIG. 21 on the input words classified into the same class as the knowledge to be added.

[Display number]
The FAQ response device 10 can present to the user the number of input words that are hidden in the zero hit ranking after the new registration of the FAQ. FIG. 23 is a diagram illustrating an example of displaying the number of non-display targets. After newly registering the FAQ, the determining unit 33 searches the FAQ list DB 13 in which the FAQ is newly registered using each input word of the zero hit stored in the zero hit DB 14, and the search is not a zero hit. It is determined whether the input word exists. Then, as shown in FIG. 23, the determination unit 33 can display the number of input words that are no longer a zero hit and can inquire the user whether or not to update the zero hit ranking.

By doing so, the FAQ response device 10 can visually inform the user of the number of input words that are no longer zero hits. And the burden on the user on the necessity of updating can be reduced. Also, the FAQ response device 10 can visually inform the user of the number of input words that are no longer zero hits, so that the user can easily recognize the usefulness of this function, and the spread of the function and system is expected. it can.

Although the embodiments of the present invention have been described above, the present invention may be implemented in various different forms other than the above-described embodiments.

[Question]
In the above embodiment, as an example of the question, a word such as “Sakura” is exemplified, but the present invention is not limited to this, and a sentence such as “Sakura is beautiful” can be used. In addition, the timing for updating each flag described in the embodiment can be changed as appropriate within a consistent range.

[FAQ response device]
In the first embodiment, an example in which the FAQ response device 10 has a function of responding to the FAQ and a function of performing maintenance of the FAQ has been described. However, the present invention is not limited to this. For example, the function of responding to the FAQ and the function of maintaining the FAQ can be realized by separate devices. In the example of FIG. 2, a device having the screen control unit 21 and the FAQ response unit 22 and a device having the management unit 30 can be configured separately. In addition, the example in which the FAQ response device 10 transmits a zero hit ranking or the like to the user terminal 1 has been described. However, the present invention is not limited to this, and the FAQ response device 10 can display it on its own display or the like.

[system]
The processing procedures, control procedures, specific names, and information including various data and parameters shown in the above documents and drawings can be arbitrarily changed unless otherwise specified. Further, specific examples, distributions, numerical values, and the like described in the embodiments are merely examples, and can be arbitrarily changed.

The components of each device shown in the drawings are functionally conceptual, and need not necessarily be physically configured as shown in the drawings. That is, the specific form of distribution and integration of each device is not limited to the illustrated one. That is, all or a part thereof can be configured to be functionally or physically distributed or integrated in arbitrary units according to various loads and usage conditions. Furthermore, all or any part of each processing function performed by each device can be realized by a CPU and a program analyzed and executed by the CPU, or can be realized as hardware by wired logic.

[hardware]
FIG. 24 is a diagram illustrating an example of a hardware configuration. As shown in FIG. 24, the FAQ response device 10 includes a communication device 10a, a hard disk drive (HDD) 10b, a memory 10c, and a processor 10d. The units shown in FIG. 24 are interconnected by a bus or the like.

The communication device 10a is a network interface card or the like, and performs communication with another server. The HDD 10b stores programs and DBs for operating the functions shown in FIG.

2) The processor 10d operates the process of executing each function described with reference to FIG. 2 and the like by reading a program that executes the same processing as each processing unit illustrated in FIG. 2 from the HDD 10b or the like and expanding the program in the memory 10c. That is, this process performs the same function as each processing unit included in the FAQ response device 10. Specifically, the processor 10d reads a program having the same function as the screen control unit 21, the FAQ response unit 22, the management unit 30, and the like from the HDD 10b and the like. Then, the processor 10d executes a process of executing the same processing as the screen control unit 21, the FAQ response unit 22, the management unit 30, and the like.

ＦＡThus, the FAQ response device 10 operates as an information processing device that executes a response method by reading and executing a program. The FAQ response device 10 can also realize the same functions as those of the above-described embodiment by reading the program from a recording medium by a medium reading device and executing the read program. Note that the program referred to in the other embodiments is not limited to being executed by the FAQ response device 10. For example, the present invention can be similarly applied to a case where another computer or a server executes a program, or a case where they execute a program in cooperation with each other.

プログラム This program can be distributed via networks such as the Internet. The program is recorded on a computer-readable recording medium such as a hard disk, a flexible disk (FD), a CD-ROM, an MO (Magneto-Optical disk), and a DVD (Digital Versatile Disc). It can be executed by being read.

Reference Signs List 10 FAQ response device 11 Communication unit 12 Storage unit 13 FAQ list DB
14 Zero Hit DB
Reference Signs List 20 control unit 21 screen control unit 22 FAQ response unit 30 management unit 31 list display unit 32 registration unit 33 determination unit 34 update unit

Claims

A list of inquiries in which no answer to the inquiry was obtained by searching for an answer to the inquiry,
Receiving registration of question information that associates a keyword corresponding to the inquiry with an answer to the keyword,
Refer to the storage unit that stores the inquiry group, from among the queries included in the inquiry group, by registering the question information, determine whether there is an inquiry that no longer corresponds to the inquiry group,
Update the contents of the list display by hiding the inquiry determined to no longer correspond to the inquiry group,
A management program for causing a computer to execute processing.
2. The list display according to claim 1, wherein the list display displays a hit answer by searching for an answer to the inquiry, but also includes the inquiry corresponding to an answer that receives a reply that is not a suitable answer. 3. Management program.
The accepting process is to store the received new question information in a question storage unit that stores a plurality of pieces of question information,
The determining process is to search for a plurality of pieces of question information including the new question information stored in the question storage unit, using each of the queries in the query group. 2. The management program according to claim 1, wherein the management program determines that the inquiry no longer corresponds to the inquiry group.
The determining process extracts a word included in the new question information, and, among the queries included in the query group, a query that does not include the extracted word and does not correspond to the query group. The management program according to claim 3, wherein it is determined whether or not the management program has been executed.
The determining process specifies a related word and a synonym of the extracted word, and among the queries included in the query group, excludes the word, the related word, and a query that does not include any of the synonyms. 5. The management program according to claim 4, wherein it is determined whether the inquiry group is not satisfied.
A list of inquiries in which no answer to the inquiry was obtained by searching for an answer to the inquiry,
Receiving registration of question information that associates a keyword corresponding to the inquiry with an answer to the keyword,
Refer to the storage unit that stores the inquiry group, from among the queries included in the inquiry group, by registering the question information, determine whether there is an inquiry that no longer corresponds to the inquiry group,
Update the contents of the list display by hiding the inquiry determined to no longer correspond to the inquiry group,
A management method, wherein the processing is executed by a computer.
A list display unit that searches for an answer to the inquiry and displays a list of inquiries that could not obtain an answer to the inquiry,
A receiving unit that receives registration of question information that associates a keyword corresponding to the inquiry with an answer to the keyword,
A determination unit that refers to a storage unit that stores the inquiry group, and determines whether there is an inquiry that no longer corresponds to the inquiry group by registering the question information from among the queries included in the inquiry group. ,
An updating unit that updates the content of the list display by hiding the inquiry determined to no longer correspond to the inquiry group,
A management device, comprising: