WO2021171381A1 - Information processing device, information processing method, and storage medium - Google Patents

Information processing device, information processing method, and storage medium Download PDF

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Publication number
WO2021171381A1
WO2021171381A1 PCT/JP2020/007527 JP2020007527W WO2021171381A1 WO 2021171381 A1 WO2021171381 A1 WO 2021171381A1 JP 2020007527 W JP2020007527 W JP 2020007527W WO 2021171381 A1 WO2021171381 A1 WO 2021171381A1
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WIPO (PCT)
Prior art keywords
information
response
registration
input
registrant
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PCT/JP2020/007527
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French (fr)
Japanese (ja)
Inventor
賢二 永倉
騰箴 邱
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日本電気株式会社
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Application filed by 日本電気株式会社 filed Critical 日本電気株式会社
Priority to JP2022502623A priority Critical patent/JP7352847B2/en
Priority to PCT/JP2020/007527 priority patent/WO2021171381A1/en
Publication of WO2021171381A1 publication Critical patent/WO2021171381A1/en

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/90—Details of database functions independent of the retrieved data types
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/90—Details of database functions independent of the retrieved data types
    • G06F16/907—Retrieval characterised by using metadata, e.g. metadata not derived from the content or metadata generated manually
    • G06F16/908—Retrieval characterised by using metadata, e.g. metadata not derived from the content or metadata generated manually using metadata automatically derived from the content

Definitions

  • the present invention relates to an information processing device, an information processing method, and a storage medium.
  • Patent Document 1 and Patent Document 2 disclose an information processing device in which a computer automatically answers a question input by a user.
  • Patent Document 1 and Patent Document 2 In an information processing device that automatically answers as described in Patent Document 1 and Patent Document 2, it is necessary to prepare a database that stores a set of expected questions and answers to them. Therefore, it may be a problem that a large amount of man-hours are required to prepare the database.
  • An object of the present invention is to provide an information processing device, an information processing method, and a storage medium that can reduce the man-hours required for preparing a database.
  • the input information, the response information, the first setting information indicating the attribute of the registrant, and the input information or the response information are information unique to the attribute of the registrant.
  • a storage unit that stores a plurality of registration information including a second setting information indicating whether or not the information is present, an acquisition unit that acquires a response request from a user and an attribute of the response request, and a plurality of the registration information.
  • the first registration information in which the attribute of the response request and the attribute indicated by the first setting information match, and the second registration information indicating that the second setting information is not unique information.
  • an information processing apparatus includes a response generation unit that generates a response in response to the response request.
  • the input information, the response information, the first setting information indicating the attribute of the registrant, and the input information or the response information unique to the attribute of the registrant It is an information processing method executed by a computer including a storage unit that stores a plurality of registration information including a second setting information indicating whether or not the information processing is performed, and is a response request from a user and the response request.
  • the step of acquiring the attribute, the first registration information in which the attribute of the response request and the attribute indicated by the first setting information of the plurality of registration information match, and the second setting information are unique.
  • the information processing method is provided, which comprises a second registration information indicating that the information is not the information of the above, and a step of generating a response in response to the response request by referring to the second registration information.
  • the input information, the response information, the first setting information indicating the attribute of the registrant, and the input information or the response information unique to the attribute of the registrant A plurality of steps for acquiring a response request from a user and attributes of the response request in a computer having a storage unit for storing a plurality of registration information including a second setting information indicating whether or not the information is provided.
  • the registration information of the above the first registration information in which the attribute of the response request and the attribute indicated by the first setting information match, and the second setting information are not unique information.
  • a storage medium in which a program for executing an information processing method including a step of generating a response in response to the response request is stored is provided.
  • an information processing device an information processing method, and a storage medium capable of reducing the man-hours required for preparing a database are provided.
  • the information processing system of the present embodiment is a system for automatically responding to a question from a user by referring to a database registered in advance.
  • the information processing system of the present embodiment can be a chatbot that simulates dialogue in natural language.
  • the information processing system in the following explanation shall be a chatbot for answering questions asked by residents or local government officials in the local government. Since many of the questions asked by local governments are standard, replacing manual answers with chatbots has a great effect on improving work efficiency.
  • the application to which the information processing system can be applied is not particularly limited, and it can also be applied to, for example, a chatbot that answers questions about business procedures in a private company.
  • FIG. 1 is a schematic view showing the overall configuration of the information processing system according to the present embodiment.
  • the information processing system has a server 1 and a plurality of terminals 2.
  • the server 1 and the plurality of terminals 2 are connected to each other so as to be able to communicate with each other via the network NW.
  • the server 1 is an ASP (Application Service Provider) server that provides the chatbot function of the present embodiment to a plurality of terminals 2 via the network NW. In this way, the server 1 functions as an information processing device that realizes the function of the chatbot.
  • ASP Application Service Provider
  • the network NW can be various networks such as LAN (Local Area Network) and WAN (Wide Area Network).
  • the network NW may be, for example, the Internet or LGWAN (Local Government Wide Area Network), which is a closed network for Japanese government agencies.
  • the plurality of terminals 2 are computers used by chatbot users or registrants of data necessary for constructing chatbots.
  • the terminal 2 is, for example, a computer for staff provided at a local government office.
  • FIG. 2 is a block diagram showing a hardware configuration example of the server 1.
  • the server 1 includes a CPU (Central Processing Unit) 101, a RAM (Random Access Memory) 102, a ROM (Read Only Memory) 103, and an HDD (Hard Disk Drive) 104. Further, the server 1 includes a communication I / F (Interface) 105, an input device 106, and an output device 107. Each part of the server 1 is connected to each other via a bus, wiring, a driving device, etc. (not shown).
  • each part constituting the server 1 is shown as an integrated device, but some of these functions may be provided by an external device.
  • the input device 106 and the output device 107 may be external devices different from the parts constituting the functions of the computer including the CPU 101 and the like.
  • the CPU 101 is a processor that performs predetermined calculations according to programs stored in the ROM 103, HDD 104, etc., and also has a function of controlling each part of the server 1.
  • the RAM 102 is composed of a volatile storage medium and provides a temporary memory area necessary for the operation of the CPU 101.
  • the ROM 103 is composed of a non-volatile storage medium and stores necessary information such as a program used for the operation of the server 1.
  • the HDD 104 is a storage device composed of a non-volatile storage medium, which stores a database, a program for operating the server 1, and the like.
  • Communication I / F105 is a communication interface based on standards such as Ethernet (registered trademark) and Wi-Fi (registered trademark).
  • the communication I / F 105 is a module for communicating with other devices such as the terminal 2.
  • the input device 106 is a keyboard, a pointing device, or the like, and is used by the administrator of the server 1 to operate the server 1.
  • pointing devices include mice, trackballs, touch panels, pen tablets and the like.
  • the output device 107 is, for example, a display device.
  • the display device is a liquid crystal display, an OLED (Organic Light Emitting Diode) display, or the like, and is used for displaying information, a GUI (Graphical User Interface) for operation input, or the like.
  • the input device 106 and the output device 107 may be integrally formed as a touch panel.
  • the hardware configuration of the server 1 is an example, and devices other than these may be added, and some devices may not be provided. Further, some devices may be replaced with another device having the same function. Further, some functions of the present embodiment may be provided by other devices via a network, or the functions of the present embodiment may be distributed and realized by a plurality of devices.
  • the HDD 104 may be replaced with an SSD (Solid State Drive) using a semiconductor memory. Further, the HDD 104 may be replaced with cloud storage. In this way, the hardware configuration of the server 1 can be changed as appropriate.
  • the terminal 2 is a computer such as a desktop PC (Personal Computer), a laptop PC, or a tablet PC. Since the hardware configuration of the terminal 2 is the same as that shown in FIG. 2, the description thereof will be omitted.
  • the terminal 2 has at least a display for displaying a registration screen, a chat screen, etc., a keyboard for inputting characters, and a pointing device for operating a GUI such as a combo box.
  • these are not essential.
  • the terminal 2 is a smart speaker that inputs / outputs by voice, these devices are not indispensable.
  • FIG. 3 is a functional block diagram of the server 1 according to this embodiment.
  • the server 1 includes a registration unit 111, an acquisition unit 112, a response generation unit 113, an evaluation reception unit 114, a database output unit 115, and a storage unit 116.
  • the CPU 101 performs a predetermined arithmetic process by loading the program stored in the ROM 103, the HDD 104, etc. into the RAM 102 and executing the program. Further, the CPU 101 controls each part of the server 1 such as the communication I / F 105 based on the program. As a result, the CPU 101 realizes the functions of the registration unit 111, the acquisition unit 112, the response generation unit 113, the evaluation reception unit 114, the database output unit 115, and the storage unit 116. The specific contents of the processing performed by each functional block will be described later.
  • FIG. 4 is a flowchart showing an outline of the registration process performed in the information processing system according to the present embodiment.
  • the server 1 executes the registration process of FIG.
  • An example of the registration process when newly registering a QA will be described below, but the process when updating an existing QA is almost the same.
  • step S101 the registration unit 111 displays the QA registration screen on the display of the terminal 2 that has requested registration.
  • the QA registration screen is a format for the registrant to input information such as questions and answers.
  • FIG. 5 is an example of a QA registration screen displayed during the registration process according to the present embodiment.
  • the QA registration screen 120 has a text display area 121, text boxes 122, 123, 124, 129 and combo boxes 125, 126, 127, 128.
  • the text display area 121 labeled with "QAID” is an area for displaying a QA identification number (ID: Identifier).
  • the QAID can be, for example, a number that is automatically numbered at the time of registration.
  • the text display area 121 in FIG. 5 is blank because the QAID has not been assigned.
  • the QAID given at the time of new registration is displayed in the text display area 121.
  • the text box 122 labeled "Question Summary” is a column in which the registrant fills in a summary of the question to be registered in a natural sentence.
  • a sentence such as "How many days do I have to submit the move-in notification after moving?" Is entered. Since the description in this column is not used for the search during the answer processing, you may change the expression of the question text so that the registrant can easily check the outline of the question later, and leave the question text as it is. You may fill it out.
  • the text box 123 labeled "Question" is a field in which the registrant fills in the question to be registered in a natural sentence.
  • a sentence assuming an actual question to be entered such as "When should I contact the government office after moving in?" Is entered. Since there can be multiple expressions for the same question, it is possible to enter multiple questions in the text box 123.
  • the text box 124 labeled "answer” is a field in which the registrant enters the answer to the question entered in the text box 122 in a natural sentence.
  • a sentence such as "Please submit the move-in notification within 14 days after moving" is entered.
  • the combo box 125 labeled "Registered Organization” is a field in which the registrant selects and inputs the name of the registrant's affiliated organization from the candidates.
  • the combo box 125 is shaded because the registered organization is set in advance so as to be automatically acquired and no input is required.
  • the registrant may manually select the name of the organization by operating the combo box 125. For example, if the registrant is an employee of a municipality called AAA City, "AAA City" is selected.
  • the registrant selects whether or not the QA to be input is unique to the registered organization from “common” or "unique” and inputs it. It is a column to do. The registrant selects "unique” if the QA to be entered is unique to the registered organization. Further, the registrant selects "common” when the QA to be input is not unique to the registered organization, that is, when it is common to a plurality of registered organizations.
  • the registrant can tell whether the QA to be entered is for the inside of the agency or outside the agency. It is a field to select and enter from "outside the agency”. The registrant selects "inside the agency” if the QA to be entered is for the agency. In addition, the registrant selects "outside the agency” when the QA to be entered is for outside the agency.
  • the combo box 128 labeled with "type” is a field in which the registrant selects the type of QA content to be input from the candidates and inputs it. For example, if the QA relates to the period for submitting a move-in notification, "resident registration" is selected.
  • the text box 129 labeled "Remarks" is a field in which the registrant fills in the QA remarks in natural text. For example, when it is necessary to record the update history of QA, the update date and time can be entered in the text box 129.
  • step S102 the registration unit 111 acquires the information input on the QA registration screen by the registrant.
  • the registration unit 111 refers to the login ID when the registrant logs in to the information processing system.
  • This login ID is associated with registrant information such as the registrant's name and affiliation.
  • the registration unit 111 can automatically acquire the organization to which the registrant belongs as a registered organization by referring to the login ID. In this method, the time required for inputting is reduced as compared with the case where the registrant manually inputs the group name.
  • step S104 the registration unit 111 associates the information input by the registrant with the registration organization, attaches an automatically numbered QAID to these, and stores the information in the database (DB) of the storage unit 116.
  • DB database
  • FIG. 6 is a table showing an example of a database according to this embodiment.
  • FIG. 6 shows an example of a database constructed in the storage unit 116 by repeating the registration process of FIG. 5 a plurality of times.
  • "QAID”, "question summary”, “question”, “answer”, "registered organization”, “common / unique”, “inside the agency /” Information on each item of "outside the agency” and "type” is stored in association with each other.
  • Each item corresponds to the label in the QA registration screen 120 of FIG.
  • a set of information with one QAID is sometimes called registration information.
  • the "question” item may include questions that are not questions from the user to the chatbot. For example, greetings, thanks, etc. from the user to the chatbot (for example, "hello", "thank you") may be included.
  • the information in the "question” item is more commonly referred to as input information.
  • the item of "answer” may include items that are not answers to the question. For example, a response (for example, “hello", “welcome") from the user to a chatbot greeting, thank-you, etc. may be included.
  • the information in the "answer” section is more commonly referred to as response information.
  • the item of "registered organization” may include information other than the name of the municipality to which the registrant belongs. For example, information such as the department name to which the registrant belongs, the job title of the registrant, and the job title of the registrant may be included.
  • the information in the "registered organization” item is more generally referred to as the first setting information indicating the attributes of the registrant.
  • the "common / unique" item indicates whether or not the input information or response information is unique to the registrant's attribute, as described above.
  • the information of the "common / unique” item is more generally referred to as the second setting information.
  • the item "inside / outside the agency” indicates whether or not the input information or response information is for the organization to which the registrant belongs, as described above.
  • the information in the "inside / outside office” item is more generally referred to as the third setting information.
  • the item of "type” indicates the type of input information or response information as described above.
  • the information of the item of "type” is more generally referred to as the fourth setting information.
  • FIG. 7 is a flowchart showing an outline of response processing performed in the information processing system according to the present embodiment.
  • the server 1 executes the response process shown in FIG. 7.
  • step S201 the acquisition unit 112 displays the chat screen on the display of the terminal 2 that has requested the activation of the chatbot.
  • the chat screen is a screen for a user to input a question and a chatbot to answer the question to chat.
  • FIG. 8 is an example of a chat screen displayed during the response processing according to the present embodiment.
  • the chat screen 130 has balloons 131, 132, 133, 134, a text box 135 and buttons 136, 137, 138, 139.
  • all the balloons 131, 132, 133, and 134 are shown, but in the actual chat, they are displayed in order from the top according to the progress of the chat.
  • the balloon 131 is first displayed.
  • the message "Please enter your question” is written in the balloon 131.
  • the user inputs a question text in the text box 135 according to this message.
  • the text entered in the text box 135 is sent to the server 1.
  • the balloon 132 is displayed.
  • the balloon 132 contains the same message as the one entered by the user, "By when do I have to contact the government office after moving in?". By displaying the balloon 132, the user can recognize that the input message has been correctly transmitted.
  • step S202 the acquisition unit 112 acquires the question text input by the user in the text box 135.
  • the question text entered by the user may not be a question such as a greeting or a thank-you question. This question is more commonly referred to as a response request.
  • the acquisition unit 112 refers to the login ID when the user logs in to the information processing system.
  • the acquisition unit 112 automatically acquires the affiliation of the user. For example, if the user is an employee of a municipality called AAA City, "AAA City" is automatically acquired as the user's affiliation.
  • the user may manually enter the affiliation, but by setting the affiliation to be automatically acquired as in this example, the time required for input is reduced as compared with the case of manually inputting.
  • the information acquired here may have attributes other than the name of the municipality to which the user belongs. For example, it may be an attribute related to a response request such as the department name to which the user belongs, the job title of the user, the job title of the user, and the like.
  • the response generation unit 113 includes the first registration information corresponding to the QAID in which the user's affiliation and the registered organization match, and the second registration information corresponding to the QAID in which the "common / unique" item is "common". Is specified as the search range.
  • the search range In the example of FIG. 6, when the affiliation of the user is AAA city, the QA having QAIDs 1, 2 and 3 is included in the search range, and the QA having QAID 4 is not included in the search range.
  • step S205 the response generation unit 113 searches the search range set in step S204 for the answer corresponding to the input question text.
  • the response generation unit 113 compares the text data of the input question text with the text data of the text of the "question” item in the search range in the database. Based on this comparison result, the response generation unit 113 outputs the text of the "answer" item associated with the "question” item that is most similar to the input question text.
  • This sentence comparison can be made, for example, by a natural language analysis algorithm constructed by machine learning. Alternatively, sentences may be compared based on the degree of matching of keywords extracted from sentences by morphological analysis or the like. By using these sentence comparison algorithms, even if the question text does not exactly match the question stored in the database, it is possible to search for something close to the question text.
  • the balloon 133 is displayed on the chat screen 130.
  • the search is completed, the balloon 133 is displayed on the chat screen 130.
  • the answer corresponding to this question "Please submit the move-in notification within 14 days after moving.” Is described in the balloon 133.
  • step S205 When the user re-enters the question text, the process of step S205 is performed again.
  • the evaluation reception unit 114 displays the balloon 134 on the chat screen 130.
  • the balloon 134 contains the message "Did this answer help you? Be sure to choose one.” Also, among the balloons 134, there are also a button 137 labeled "Yes”, a button 138 labeled "No", and a button 139 labeled "I want to see another answer”. Is displayed. These are standard responses for receiving a response from a user after presenting an answer.
  • step S207 the evaluation receiving unit 114 acquires the evaluation result corresponding to the pressed button in association with the searched QAID or the like. This evaluation result can be confirmed by the registrant connecting to the server 1 from the terminal 2 and referring to the data management screen.
  • FIG. 9 is an example of a data management screen according to this embodiment.
  • the data management screen 140 shown in FIG. 9 is associated with information labeled "question ID”, “date and time”, “search wording”, “selection QAID”, “answer”, and “result”. It is displayed in tabular format.
  • the "question ID” is a number automatically assigned to the question text entered by the user.
  • the "date and time” is the time when the question text is input by the user and the button 136 is pressed.
  • the "search wording” is a question sentence input by the user.
  • the "selected QAID” is a QAID searched by the response generation unit 113 and used for the answer.
  • "Answer” is an answer sentence corresponding to the selected QAID.
  • “Result” is the evaluation result input by the user.
  • a “Like” is entered in the “Result” column.
  • button 138 labeled “No” is pressed, "Bad” is written in the “Result” column.
  • “Selection QAID” and “Answer” may be blank. This means that the answer corresponding to the question text entered by the user could not be found. In this case as well, "bad” is described in the “result” column.
  • the registrant can confirm the evaluation from the user for the QA registered by himself / herself by referring to this data management screen 140. If this evaluation is bad, the registrant can improve the quality of the response by modifying the contents of the QA as appropriate.
  • step S205 If the user presses the button 139 labeled "I want to see another answer" in step S206, the process of step S205 is performed again. At this time, the response generation unit 113 searches for an answer different from the answer obtained in the previous search. As a result, another answer is displayed on the chat screen 130. In this case, "bad” may be described in the "result" column of the data management screen 140, or the result of re-searching may be described.
  • step S207 the process proceeds to step S202 and accepts the next question.
  • a balloon containing a message such as "Please enter the next question” may be displayed in order to prompt the input of the next question.
  • the server 1 of the present embodiment can search according to the search range according to the affiliation of the user and display the answer, so that the database can be shared by a plurality of groups.
  • the server 1 of the present embodiment has a function of outputting a database for a specific group.
  • FIG. 10 is a flowchart showing an outline of database output processing performed in the information processing system according to the present embodiment.
  • the server 1 executes the database output process of FIG.
  • step S301 the database output unit 115 acquires the output target group.
  • the output target group is the target of using the database.
  • the output target organization is input, for example, when the administrator requests the output of the database.
  • step S302 the database output unit 115 outputs the first registration information corresponding to the QAID in which the output target group and the registered group match, and the second registration information corresponding to the QAID in which the "common / unique" item is "common”. Specify as an output range.
  • step S303 the database output unit 115 outputs the database from which the QA of the output range is extracted and stores it in the storage unit 116.
  • the database output unit 115 By copying the output database from the server 1 to another device, it can be used to generate a chatbot in a system independent of the information processing system of the present embodiment.
  • FIG. 11 is a table for explaining the output range of the database according to the present embodiment.
  • the table on the left side of FIG. 11 shows the database information stored in the storage unit 116 of the server 1.
  • the table on the right side of FIG. 11 shows the database information extracted by the database output unit 115. It is assumed that the output target group at the time of extraction is "EEE City".
  • the "common / unique" item of the QA having QAIDs 11, 12 and 13 is “common” and is therefore included in the output range. Further, since the item of "registered group” of QA having a QAID of 15 is "EEE city” that matches the output target group, it is included in the output range. In addition, the item of "registered group” of QA whose QAIDs are 14 and 16 does not match the output target group, so it is not included in the output range.
  • the QA is associated with the information of the registered organization and the information indicating whether or not it is unique to the registered organization.
  • the QA is associated with the information of the registered organization and the information indicating whether or not it is unique to the registered organization.
  • information common to registered organizations can be shared by a plurality of registered organizations, so that the man-hours required for database preparation are reduced as compared with the case where a database is prepared for each of a plurality of registered organizations. Therefore, according to the present embodiment, there is provided an information processing apparatus capable of reducing the man-hours required for preparing the database.
  • the search can be performed by excluding QAs that are not related to the user, so the answer is irrelevant to the user. Can be reduced.
  • a chatbot of a method in which a registrant prepares a QA database in advance is adopted.
  • this method compared to a chatbot that learns from the user's response, it is possible to perform a chat of a certain level of quality from the initial stage of startup. Therefore, the chatbot of this embodiment is required to have a highly accurate answer. Suitable for local governments.
  • the device or system described in the above-described embodiment can also be configured as in the following second embodiment.
  • FIG. 12 is a functional block diagram of the information processing device 3 according to the second embodiment.
  • the information processing device 3 includes a storage unit 301, an acquisition unit 302, and a response generation unit 303.
  • the storage unit 301 indicates the input information, the response information, the first setting information indicating the attribute of the registrant, and the second setting information indicating whether or not the input information or the response information is information unique to the attribute of the registrant.
  • the acquisition unit 302 acquires the response request from the user and the attribute of the response request.
  • the response generation unit 303 determines that the first registration information in which the attribute of the response request and the attribute indicated by the first setting information match among the plurality of registration information and the second setting information are not unique information. By referring to the second registration information shown, a response corresponding to the response request is generated.
  • the information processing device 3 capable of appropriately managing the collation accuracy is provided.
  • step S204 in the response processing of FIG. 7 "inside the agency” or “inside the agency” in the “inside / outside the agency” item, depending on whether the user is a person inside the agency or a person outside the agency. Only one of “outside the agency” may be specified as the search range. In addition, a part of the "type” item may be specified as the search range according to the type of information requested by the user. As a result, the search range can be further narrowed down and the search accuracy can be improved. Information on whether the user is a person inside the agency or outside the agency, or information on the type of information requested by the user may be entered by the user. It may be automatically acquired from the login ID.
  • step S302 in the response processing of FIG. 10 one of "inside the agency” and “outside the agency” in the "inside / outside the agency” item, depending on the attribute of the chatbot user whose database is used. Only may be specified as the output range. Further, depending on the use of the chatbot in which the database is used, a part of the "type” items may be specified as the output range. With these, the amount of QA contained in the database can be further narrowed down.
  • the chatbot user attributes and usage information are input by the administrator who requests the database output.
  • chatbots for answering questions asked to a local government
  • the present invention can be applied to other uses.
  • it is also applicable to corporate chatbots for answering questions asked by corporate employees or business partners.
  • the first embodiment Municipal chatbots can be replaced with corporate chatbots.
  • a processing method in which a program for operating the configuration of the embodiment is recorded in a storage medium so as to realize the functions of the above-described embodiment, the program recorded in the storage medium is read out as a code, and the program is executed in a computer is also described in each embodiment. Included in the category. That is, a computer-readable storage medium is also included in the scope of each embodiment. Moreover, not only the storage medium in which the above-mentioned program is recorded but also the program itself is included in each embodiment. Further, one or more components included in the above-described embodiment are circuits such as an ASIC (Application Specific Integrated Circuit) and an FPGA (Field Programmable Gate Array) configured to realize the functions of the components. There may be.
  • ASIC Application Specific Integrated Circuit
  • FPGA Field Programmable Gate Array
  • the storage medium for example, a floppy (registered trademark) disk, a hard disk, an optical disk, an optical magnetic disk, a CD (Compact Disk) -ROM, a magnetic tape, a non-volatile memory card, or a ROM can be used.
  • the program recorded on the storage medium is not limited to the one that executes the processing by itself, but the one that operates on the OS (Operating System) and executes the processing in cooperation with the functions of other software and the expansion board. Is also included in the category of each embodiment.
  • SaaS Software as a Service
  • (Appendix 1) Input information, response information, first setting information indicating the attribute of the registrant, and second setting information indicating whether or not the input information or the response information is information unique to the attribute of the registrant.
  • a storage unit that stores a plurality of registration information including An acquisition unit that acquires the response request from the user and the attributes of the response request, It is shown that the first registration information in which the attribute of the response request and the attribute indicated by the first setting information match among the plurality of registration information and the second setting information are not unique information.
  • a response generation unit that generates a response in response to the response request by referring to the second registration information that is provided.
  • Information processing device is provided.
  • Appendix 2 Further provided with a registration unit that accepts the input of the registration information by the registrant.
  • the registration unit accepts the input of the second setting information by causing the registrant to input whether or not the response information is information unique to the attribute of the registrant.
  • the information processing device according to Appendix 1.
  • the registration unit acquires the first setting information by referring to the login ID (Identifier) of the registrant.
  • the information processing device according to Appendix 2.
  • the acquisition unit acquires the attribute of the response request by referring to the login ID of the user.
  • the information processing device according to any one of Supplementary note 1 to 3.
  • An evaluation reception unit that accepts an input for evaluation of the response generated by the response generation unit is further provided.
  • the information processing device according to any one of Supplementary note 1 to 4.
  • the response generation unit generates a response by selecting the response information corresponding to the input information based on the comparison result between the text input by the user and the text of the input information.
  • the information processing device according to any one of Supplementary note 1 to 6.
  • the registration information further includes a third setting information indicating whether or not the input information or the response information is for the organization to which the registrant belongs.
  • the information processing device according to any one of Supplementary note 1 to 7.
  • the registration information further includes a fourth setting information indicating the type of the input information or the response information.
  • the information processing device according to any one of Appendix 1 to 8.
  • (Appendix 11) Input information, response information, first setting information indicating the attributes of the registrant, and second setting information indicating whether or not the input information or the response information is information unique to the attributes of the registrant.
  • the step of generating a response in response to the response request and Information processing method.
  • (Appendix 12) Input information, response information, first setting information indicating the attributes of the registrant, and second setting information indicating whether or not the input information or the response information is information unique to the attributes of the registrant.
  • a computer equipped with a storage unit that stores a plurality of registration information including Steps to acquire the response request from the user and the attributes of the response request, It is shown that the first registration information in which the attribute of the response request and the attribute indicated by the first setting information match among the plurality of registration information and the second setting information are not unique information.
  • the step of generating a response in response to the response request and A storage medium in which a program for executing an information processing method is stored.

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Abstract

Provided is an information processing device equipped with: a storage unit which stores a plurality of sets of registration information, each including both first setting information indicating input information, response information, and an attribute of a registered person, and second setting information indicating whether or not the input information or the response information is information specific to the attribute of the registered person; an acquisition unit which acquires a response request from a user and acquires an attribute of the response request; and a response generation unit which generates a response matching the response request by referring to first registration information for which the attribute indicated by the first setting information coincides with the attribute of the response request, and also referring to second registration information in which the second setting information does not indicate any specific information, said first registration information and said second registration information being among the plurality of sets of registration information.

Description

情報処理装置、情報処理方法及び記憶媒体Information processing device, information processing method and storage medium
　本発明は、情報処理装置、情報処理方法及び記憶媒体に関する。 The present invention relates to an information processing device, an information processing method, and a storage medium.
　特許文献１及び特許文献２には、利用者から入力された質問に対してコンピュータが自動的に回答を行う情報処理装置が開示されている。 Patent Document 1 and Patent Document 2 disclose an information processing device in which a computer automatically answers a question input by a user.
特開２０１９－１１７５１７号公報Japanese Unexamined Patent Publication No. 2019-117517 国際公開第２０１７／１７５３６３号International Publication No. 2017/175363
　特許文献１及び特許文献２に記載されているような自動的に回答を行う情報処理装置においては、想定される質問とそれに対する回答のセットを蓄積したデータベースを準備する必要がある。そのため、データベースの準備に多大な工数を要することが課題となる場合があった。 In an information processing device that automatically answers as described in Patent Document 1 and Patent Document 2, it is necessary to prepare a database that stores a set of expected questions and answers to them. Therefore, it may be a problem that a large amount of man-hours are required to prepare the database.
　本発明は、データベースの準備に要する工数を低減することができる情報処理装置、情報処理方法及び記憶媒体を提供することを目的とする。 An object of the present invention is to provide an information processing device, an information processing method, and a storage medium that can reduce the man-hours required for preparing a database.
　本発明の一観点によれば、入力情報と、応答情報と、登録者の属性を示す第１設定情報と、前記入力情報又は前記応答情報が前記登録者の属性に対して固有の情報であるか否かを示す第２設定情報と、を含む登録情報を複数個記憶する記憶部と、利用者からの応答要求と、前記応答要求の属性とを取得する取得部と、複数の前記登録情報のうちの、前記応答要求の属性と前記第１設定情報が示す属性とが合致している第１登録情報と、前記第２設定情報が固有の情報ではないことを示している第２登録情報と、を参照することにより、前記応答要求に応じた応答を生成する応答生成部と、を備える、情報処理装置が提供される。 According to one aspect of the present invention, the input information, the response information, the first setting information indicating the attribute of the registrant, and the input information or the response information are information unique to the attribute of the registrant. A storage unit that stores a plurality of registration information including a second setting information indicating whether or not the information is present, an acquisition unit that acquires a response request from a user and an attribute of the response request, and a plurality of the registration information. Of the first registration information in which the attribute of the response request and the attribute indicated by the first setting information match, and the second registration information indicating that the second setting information is not unique information. By referring to and, an information processing apparatus is provided that includes a response generation unit that generates a response in response to the response request.
　本発明の他の一観点によれば、入力情報と、応答情報と、登録者の属性を示す第１設定情報と、前記入力情報又は前記応答情報が前記登録者の属性に対して固有の情報であるか否かを示す第２設定情報と、を含む登録情報を複数個記憶する記憶部を備えるコンピュータにより実行される情報処理方法であって、利用者からの応答要求と、前記応答要求の属性とを取得するステップと、複数の前記登録情報のうちの、前記応答要求の属性と前記第１設定情報が示す属性とが合致している第１登録情報と、前記第２設定情報が固有の情報ではないことを示している第２登録情報と、を参照することにより、前記応答要求に応じた応答を生成するステップと、を備える、情報処理方法が提供される。 According to another aspect of the present invention, the input information, the response information, the first setting information indicating the attribute of the registrant, and the input information or the response information unique to the attribute of the registrant. It is an information processing method executed by a computer including a storage unit that stores a plurality of registration information including a second setting information indicating whether or not the information processing is performed, and is a response request from a user and the response request. The step of acquiring the attribute, the first registration information in which the attribute of the response request and the attribute indicated by the first setting information of the plurality of registration information match, and the second setting information are unique. The information processing method is provided, which comprises a second registration information indicating that the information is not the information of the above, and a step of generating a response in response to the response request by referring to the second registration information.
　本発明の他の一観点によれば、入力情報と、応答情報と、登録者の属性を示す第１設定情報と、前記入力情報又は前記応答情報が前記登録者の属性に対して固有の情報であるか否かを示す第２設定情報と、を含む登録情報を複数個記憶する記憶部を備えるコンピュータに、利用者からの応答要求と、前記応答要求の属性とを取得するステップと、複数の前記登録情報のうちの、前記応答要求の属性と前記第１設定情報が示す属性とが合致している第１登録情報と、前記第２設定情報が固有の情報ではないことを示している第２登録情報と、を参照することにより、前記応答要求に応じた応答を生成するステップと、を備える情報処理方法を実行させるためのプログラムが記憶された記憶媒体が提供される。 According to another aspect of the present invention, the input information, the response information, the first setting information indicating the attribute of the registrant, and the input information or the response information unique to the attribute of the registrant. A plurality of steps for acquiring a response request from a user and attributes of the response request in a computer having a storage unit for storing a plurality of registration information including a second setting information indicating whether or not the information is provided. Of the registration information of the above, the first registration information in which the attribute of the response request and the attribute indicated by the first setting information match, and the second setting information are not unique information. By referring to the second registration information, a storage medium in which a program for executing an information processing method including a step of generating a response in response to the response request is stored is provided.
　本発明によれば、データベースの準備に要する工数を低減することができる情報処理装置、情報処理方法及び記憶媒体が提供される。 According to the present invention, an information processing device, an information processing method, and a storage medium capable of reducing the man-hours required for preparing a database are provided.
第１実施形態に係る情報処理システムの全体構成を示す概略図である。It is the schematic which shows the whole structure of the information processing system which concerns on 1st Embodiment. 第１実施形態に係るサーバのハードウェア構成例を示すブロック図である。It is a block diagram which shows the hardware configuration example of the server which concerns on 1st Embodiment. 第１実施形態に係るサーバの機能ブロック図である。It is a functional block diagram of the server which concerns on 1st Embodiment. 第１実施形態に係る情報処理システムにおいて行われる登録処理の概略を示すフローチャートである。It is a flowchart which shows the outline of the registration process performed in the information processing system which concerns on 1st Embodiment. 第１実施形態に係る登録処理の際に表示される登録画面の例である。This is an example of a registration screen displayed during the registration process according to the first embodiment. 第１実施形態に係るデータベースの例を示す表である。It is a table which shows the example of the database which concerns on 1st Embodiment. 第１実施形態に係る情報処理システムにおいて行われる回答処理の概略を示すフローチャートである。It is a flowchart which shows the outline of the answer processing performed in the information processing system which concerns on 1st Embodiment. 第１実施形態に係る回答処理の際に表示されるチャット画面の例である。This is an example of a chat screen displayed at the time of answer processing according to the first embodiment. 第１実施形態に係るデータ管理画面の例である。This is an example of the data management screen according to the first embodiment. 第１実施形態に係る情報処理システムにおいて行われるデータベース出力処理の概略を示すフローチャートである。It is a flowchart which shows the outline of the database output processing performed in the information processing system which concerns on 1st Embodiment. 第１実施形態に係るデータベースの出力範囲を説明する表である。It is a table explaining the output range of the database which concerns on 1st Embodiment. 第２実施形態に係る情報処理装置の機能ブロック図である。It is a functional block diagram of the information processing apparatus which concerns on 2nd Embodiment.
　以下、図面を参照して、本発明の例示的な実施形態を説明する。図面において同様の要素又は対応する要素には同一の符号を付し、その説明を省略又は簡略化することがある。 Hereinafter, exemplary embodiments of the present invention will be described with reference to the drawings. Similar elements or corresponding elements may be designated by the same reference numerals in the drawings, and the description thereof may be omitted or simplified.
　［第１実施形態］
　本実施形態に係る情報処理システムについて説明する。本実施形態の情報処理システムは、あらかじめ登録されているデータベースを参照することにより、利用者からの質問に自動的に応答するためのシステムである。本実施形態の情報処理システムは、自然言語による対話をシミュレートするチャットボットであり得る。 [First Embodiment]
The information processing system according to this embodiment will be described. The information processing system of the present embodiment is a system for automatically responding to a question from a user by referring to a database registered in advance. The information processing system of the present embodiment can be a chatbot that simulates dialogue in natural language.
　特記した場合を除き、以下の説明において情報処理システムは、自治体において住民又は自治体職員から寄せられる質問に回答するためのチャットボットであるものとする。自治体に寄せられる質問は定型的なものが多いため、人手による回答をチャットボットに置き換えることによる業務効率改善の効果が大きい。しかしながら、情報処理システムが適用され得る用途は特に限定されるものではなく、例えば、民間企業内の事務手続に関する質問に回答するチャットボット等にも適用可能である。 Unless otherwise specified, the information processing system in the following explanation shall be a chatbot for answering questions asked by residents or local government officials in the local government. Since many of the questions asked by local governments are standard, replacing manual answers with chatbots has a great effect on improving work efficiency. However, the application to which the information processing system can be applied is not particularly limited, and it can also be applied to, for example, a chatbot that answers questions about business procedures in a private company.
　図１は、本実施形態に係る情報処理システムの全体構成を示す概略図である。情報処理システムは、サーバ１と、複数の端末２とを有する。サーバ１と複数の端末２とは、ネットワークＮＷを介して通信可能に接続されている。サーバ１は、ネットワークＮＷを介して本実施形態のチャットボットの機能を複数の端末２に提供するＡＳＰ（Application Service Provider）のサーバである。このように、サーバ１は、チャットボットの機能を実現する情報処理装置として機能する。 FIG. 1 is a schematic view showing the overall configuration of the information processing system according to the present embodiment. The information processing system has a server 1 and a plurality of terminals 2. The server 1 and the plurality of terminals 2 are connected to each other so as to be able to communicate with each other via the network NW. The server 1 is an ASP (Application Service Provider) server that provides the chatbot function of the present embodiment to a plurality of terminals 2 via the network NW. In this way, the server 1 functions as an information processing device that realizes the function of the chatbot.
　ネットワークＮＷは、ＬＡＮ（Local　Area　Network）、ＷＡＮ（Wide　Area　Network）等の種々のネットワークであり得る。ネットワークＮＷは、例えば、インターネットであってもよく、日本の行政機関用の閉域ネットワークであるＬＧＷＡＮ（Local　Government　Wide　Area　Network）であってもよい。 The network NW can be various networks such as LAN (Local Area Network) and WAN (Wide Area Network). The network NW may be, for example, the Internet or LGWAN (Local Government Wide Area Network), which is a closed network for Japanese government agencies.
　複数の端末２は、チャットボットの利用者又はチャットボットを構築するために必要なデータの登録者が使用するコンピュータである。端末２は、例えば、自治体の役所に設けられた職員用コンピュータである。 The plurality of terminals 2 are computers used by chatbot users or registrants of data necessary for constructing chatbots. The terminal 2 is, for example, a computer for staff provided at a local government office.
　図２は、サーバ１のハードウェア構成例を示すブロック図である。サーバ１は、ＣＰＵ（Central　Processing　Unit）１０１、ＲＡＭ（Random　Access　Memory）１０２、ＲＯＭ（Read　Only　Memory）１０３及びＨＤＤ（Hard　Disk　Drive）１０４を備える。また、サーバ１は、通信Ｉ／Ｆ（Interface）１０５、入力装置１０６及び出力装置１０７を備える。なお、サーバ１の各部は、不図示のバス、配線、駆動装置等を介して相互に接続される。 FIG. 2 is a block diagram showing a hardware configuration example of the server 1. The server 1 includes a CPU (Central Processing Unit) 101, a RAM (Random Access Memory) 102, a ROM (Read Only Memory) 103, and an HDD (Hard Disk Drive) 104. Further, the server 1 includes a communication I / F (Interface) 105, an input device 106, and an output device 107. Each part of the server 1 is connected to each other via a bus, wiring, a driving device, etc. (not shown).
　図２では、サーバ１を構成する各部が一体の装置として図示されているが、これらの機能の一部は外付け装置により提供されるものであってもよい。例えば、入力装置１０６及び出力装置１０７は、ＣＰＵ１０１等を含むコンピュータの機能を構成する部分とは別の外付け装置であってもよい。 In FIG. 2, each part constituting the server 1 is shown as an integrated device, but some of these functions may be provided by an external device. For example, the input device 106 and the output device 107 may be external devices different from the parts constituting the functions of the computer including the CPU 101 and the like.
　ＣＰＵ１０１は、ＲＯＭ１０３、ＨＤＤ１０４等に記憶されたプログラムに従って所定の演算を行うとともに、サーバ１の各部を制御する機能をも有するプロセッサである。ＲＡＭ１０２は、揮発性記憶媒体から構成され、ＣＰＵ１０１の動作に必要な一時的なメモリ領域を提供する。ＲＯＭ１０３は、不揮発性記憶媒体から構成され、サーバ１の動作に用いられるプログラム等の必要な情報を記憶する。ＨＤＤ１０４は、不揮発性記憶媒体から構成され、データベースの記憶、サーバ１の動作用プログラムの記憶等を行う記憶装置である。 The CPU 101 is a processor that performs predetermined calculations according to programs stored in the ROM 103, HDD 104, etc., and also has a function of controlling each part of the server 1. The RAM 102 is composed of a volatile storage medium and provides a temporary memory area necessary for the operation of the CPU 101. The ROM 103 is composed of a non-volatile storage medium and stores necessary information such as a program used for the operation of the server 1. The HDD 104 is a storage device composed of a non-volatile storage medium, which stores a database, a program for operating the server 1, and the like.
　通信Ｉ／Ｆ１０５は、イーサネット（登録商標）、Ｗｉ－Ｆｉ（登録商標）等の規格に基づく通信インターフェースである。通信Ｉ／Ｆ１０５は、端末２等の他の装置との通信を行うためのモジュールである。 Communication I / F105 is a communication interface based on standards such as Ethernet (registered trademark) and Wi-Fi (registered trademark). The communication I / F 105 is a module for communicating with other devices such as the terminal 2.
　入力装置１０６は、キーボード、ポインティングデバイス等であって、サーバ１の管理者がサーバ１を操作するために用いられる。ポインティングデバイスの例としては、マウス、トラックボール、タッチパネル、ペンタブレット等が挙げられる。 The input device 106 is a keyboard, a pointing device, or the like, and is used by the administrator of the server 1 to operate the server 1. Examples of pointing devices include mice, trackballs, touch panels, pen tablets and the like.
　出力装置１０７は、例えば表示装置である。表示装置は、液晶ディスプレイ、ＯＬＥＤ（Organic　Light　Emitting　Diode）ディスプレイ等であって、情報の表示、操作入力用のＧＵＩ（Graphical　User　Interface）等の表示に用いられる。入力装置１０６及び出力装置１０７は、タッチパネルとして一体に形成されていてもよい。 The output device 107 is, for example, a display device. The display device is a liquid crystal display, an OLED (Organic Light Emitting Diode) display, or the like, and is used for displaying information, a GUI (Graphical User Interface) for operation input, or the like. The input device 106 and the output device 107 may be integrally formed as a touch panel.
　なお、サーバ１のハードウェア構成は例示であり、これら以外の装置が追加されていてもよく、一部の装置が設けられていなくてもよい。また、一部の装置が同様の機能を有する別の装置に置換されていてもよい。更に、本実施形態の一部の機能がネットワークを介して他の装置により提供されてもよく、本実施形態の機能が複数の装置に分散されて実現されるものであってもよい。例えば、ＨＤＤ１０４は、半導体メモリを用いたＳＳＤ（Solid　State　Drive）に置換されていてもよい。また、ＨＤＤ１０４は、クラウドストレージに置換されていてもよい。このようにサーバ１のハードウェア構成は適宜変更可能である。 Note that the hardware configuration of the server 1 is an example, and devices other than these may be added, and some devices may not be provided. Further, some devices may be replaced with another device having the same function. Further, some functions of the present embodiment may be provided by other devices via a network, or the functions of the present embodiment may be distributed and realized by a plurality of devices. For example, the HDD 104 may be replaced with an SSD (Solid State Drive) using a semiconductor memory. Further, the HDD 104 may be replaced with cloud storage. In this way, the hardware configuration of the server 1 can be changed as appropriate.
　端末２は、デスクトップＰＣ（Personal　Computer）、ラップトップＰＣ、タブレットＰＣ等のコンピュータである。端末２のハードウェア構成は、図２に示されているものと同様であるため、説明を省略する。以下の説明においては、端末２は、登録画面、チャット画面等を表示するためのディスプレイと、文字を入力するためのキーボードと、コンボボックス等のＧＵＩを操作するためのポインティングデバイスとを少なくとも有するものとするが、これらは必須ではない。例えば、端末２が音声による入出力を行うスマートスピーカである場合には、これらのデバイスは必須ではない。 The terminal 2 is a computer such as a desktop PC (Personal Computer), a laptop PC, or a tablet PC. Since the hardware configuration of the terminal 2 is the same as that shown in FIG. 2, the description thereof will be omitted. In the following description, the terminal 2 has at least a display for displaying a registration screen, a chat screen, etc., a keyboard for inputting characters, and a pointing device for operating a GUI such as a combo box. However, these are not essential. For example, when the terminal 2 is a smart speaker that inputs / outputs by voice, these devices are not indispensable.
　図３は、本実施形態に係るサーバ１の機能ブロック図である。サーバ１は、登録部１１１、取得部１１２、応答生成部１１３、評価受付部１１４、データベース出力部１１５及び記憶部１１６を備える。 FIG. 3 is a functional block diagram of the server 1 according to this embodiment. The server 1 includes a registration unit 111, an acquisition unit 112, a response generation unit 113, an evaluation reception unit 114, a database output unit 115, and a storage unit 116.
　ＣＰＵ１０１は、ＲＯＭ１０３、ＨＤＤ１０４等に記憶されたプログラムをＲＡＭ１０２にロードして実行することで、所定の演算処理を行う。また、ＣＰＵ１０１は、当該プログラムに基づいて、通信Ｉ／Ｆ１０５等のサーバ１の各部を制御する。これらにより、ＣＰＵ１０１は、登録部１１１、取得部１１２、応答生成部１１３、評価受付部１１４、データベース出力部１１５及び記憶部１１６の機能を実現する。各機能ブロックにより行われる具体的な処理の内容については後述する。 The CPU 101 performs a predetermined arithmetic process by loading the program stored in the ROM 103, the HDD 104, etc. into the RAM 102 and executing the program. Further, the CPU 101 controls each part of the server 1 such as the communication I / F 105 based on the program. As a result, the CPU 101 realizes the functions of the registration unit 111, the acquisition unit 112, the response generation unit 113, the evaluation reception unit 114, the database output unit 115, and the storage unit 116. The specific contents of the processing performed by each functional block will be described later.
　なお、図３においてサーバ１内に記載されている機能ブロックの各機能の一部又は全部は、サーバ１の外部の装置に設けられていてもよい。すなわち、上述の各機能は、サーバ１単独によって実現されてもよく、外部の装置との協働により実現されてもよい。 Note that some or all of the functions of the functional blocks described in the server 1 in FIG. 3 may be provided in an external device of the server 1. That is, each of the above-mentioned functions may be realized by the server 1 alone, or may be realized in collaboration with an external device.
　図４は、本実施形態に係る情報処理システムにおいて行われる登録処理の概略を示すフローチャートである。本例においては、登録者が端末２を操作して、サーバ１のデータベースに対してＱＡ（Question　and　Answer）の登録を要求したときに、サーバ１は、図４の登録処理を実行する。以下では新規にＱＡを登録する場合の登録処理の例を説明するが、既存のＱＡを更新する場合の処理も概ね同様である。 FIG. 4 is a flowchart showing an outline of the registration process performed in the information processing system according to the present embodiment. In this example, when the registrant operates the terminal 2 and requests the database of the server 1 to register QA (Question and Answer), the server 1 executes the registration process of FIG. An example of the registration process when newly registering a QA will be described below, but the process when updating an existing QA is almost the same.
　ステップＳ１０１において、登録部１１１は、登録を要求した端末２のディスプレイにＱＡ登録画面を表示させる。ＱＡ登録画面は、登録者が質問、回答等の情報を入力するためのフォーマットである。 In step S101, the registration unit 111 displays the QA registration screen on the display of the terminal 2 that has requested registration. The QA registration screen is a format for the registrant to input information such as questions and answers.
　ここで、ＱＡ登録画面の具体例を説明する。図５は、本実施形態に係る登録処理の際に表示されるＱＡ登録画面の例である。ＱＡ登録画面１２０は、テキスト表示領域１２１、テキストボックス１２２、１２３、１２４、１２９及びコンボボックス１２５、１２６、１２７、１２８を有する。 Here, a specific example of the QA registration screen will be described. FIG. 5 is an example of a QA registration screen displayed during the registration process according to the present embodiment. The QA registration screen 120 has a text display area 121, text boxes 122, 123, 124, 129 and combo boxes 125, 126, 127, 128.
　「ＱＡＩＤ」のラベルが付されているテキスト表示領域１２１は、ＱＡの識別番号（ＩＤ：Identifier）を表示する領域である。ＱＡＩＤは、例えば登録時に自動的に採番される数字であり得る。新規登録の時点では、ＱＡＩＤが付与されていないため、図５のテキスト表示領域１２１は空欄である。なお、既存のＱＡを更新する際には、新規登録時に付与されたＱＡＩＤがテキスト表示領域１２１に表示される。 The text display area 121 labeled with "QAID" is an area for displaying a QA identification number (ID: Identifier). The QAID can be, for example, a number that is automatically numbered at the time of registration. At the time of new registration, the text display area 121 in FIG. 5 is blank because the QAID has not been assigned. When updating the existing QA, the QAID given at the time of new registration is displayed in the text display area 121.
　「質問サマリ」のラベルが付されているテキストボックス１２２は、登録する質問の要約等を登録者が自然文で記入する欄である。テキストボックス１２２には、例えば、「転入届は引っ越ししてから、何日間以内に出す必要がありますか。」のような文章が記入される。この欄の記載は、回答処理の際の検索には用いられないため、質問の概略を登録者が後で確認しやすいように質問文の表現を変えて記入してもよく、質問文をそのまま記入してもよい。 The text box 122 labeled "Question Summary" is a column in which the registrant fills in a summary of the question to be registered in a natural sentence. In the text box 122, for example, a sentence such as "How many days do I have to submit the move-in notification after moving?" Is entered. Since the description in this column is not used for the search during the answer processing, you may change the expression of the question text so that the registrant can easily check the outline of the question later, and leave the question text as it is. You may fill it out.
　「質問」のラベルが付されているテキストボックス１２３は、登録する質問を登録者が自然文で記入する欄である。テキストボックス１２３には、例えば、「転入した後、いつまでに役所に連絡しないといけないですか。」のような実際に入力される質問を想定した文章が記入される。同じ質問であっても複数の表現があり得るため、テキストボックス１２３に複数の質問を記入することもできる。 The text box 123 labeled "Question" is a field in which the registrant fills in the question to be registered in a natural sentence. In the text box 123, a sentence assuming an actual question to be entered, such as "When should I contact the government office after moving in?" Is entered. Since there can be multiple expressions for the same question, it is possible to enter multiple questions in the text box 123.
　「回答」のラベルが付されているテキストボックス１２４は、テキストボックス１２２に入力した質問に対する回答を登録者が自然文で記入する欄である。テキストボックス１２４には、例えば、「転入届は引っ越ししてから１４日以内にご提出ください。」のような文章が記入される。 The text box 124 labeled "answer" is a field in which the registrant enters the answer to the question entered in the text box 122 in a natural sentence. In the text box 124, for example, a sentence such as "Please submit the move-in notification within 14 days after moving" is entered.
　「登録団体」のラベルが付されているコンボボックス１２５は、登録者の所属団体の名称を登録者が候補の中から選択して入力する欄である。図５の例では、登録団体が自動的に取得されるようにあらかじめ設定されており入力が不要であるため、コンボボックス１２５は、網掛けされている。しかしながら、登録者がコンボボックス１２５を操作して手動で団体の名称を選択してもよい。例えば、登録者がＡＡＡ市という自治体の職員である場合には、「ＡＡＡ市」が選択される。 The combo box 125 labeled "Registered Organization" is a field in which the registrant selects and inputs the name of the registrant's affiliated organization from the candidates. In the example of FIG. 5, the combo box 125 is shaded because the registered organization is set in advance so as to be automatically acquired and no input is required. However, the registrant may manually select the name of the organization by operating the combo box 125. For example, if the registrant is an employee of a municipality called AAA City, "AAA City" is selected.
　「共通／固有」のラベルが付されているコンボボックス１２６は、入力するＱＡが登録団体に固有のものであるか否かを登録者が「共通」又は「固有」の中から選択して入力する欄である。登録者は、入力するＱＡが登録団体に固有のものである場合には「固有」を選択する。また、登録者は、入力するＱＡが登録団体に固有のものではない場合、すなわち、複数の登録団体に共通のものである場合には「共通」を選択する。 In the combo box 126 labeled "common / unique", the registrant selects whether or not the QA to be input is unique to the registered organization from "common" or "unique" and inputs it. It is a column to do. The registrant selects "unique" if the QA to be entered is unique to the registered organization. Further, the registrant selects "common" when the QA to be input is not unique to the registered organization, that is, when it is common to a plurality of registered organizations.
　「庁内／庁外」のラベルが付されているコンボボックス１２７は、入力するＱＡが庁内向けのものであるかあるいは庁外向けのものであるかを登録者が「庁内」又は「庁外」の中から選択して入力する欄である。登録者は、入力するＱＡが庁内向けのものである場合には「庁内」を選択する。また、登録者は、入力するＱＡが庁外向けのものである場合には「庁外」を選択する。 In the combo box 127 labeled "inside / outside the agency", the registrant can tell whether the QA to be entered is for the inside of the agency or outside the agency. It is a field to select and enter from "outside the agency". The registrant selects "inside the agency" if the QA to be entered is for the agency. In addition, the registrant selects "outside the agency" when the QA to be entered is for outside the agency.
　「種別」のラベルが付されているコンボボックス１２８は、入力するＱＡの内容の種別を登録者が候補の中から選択して入力する欄である。例えば、ＱＡが転入届の提出期間に関するものである場合には、「住民登録」が選択される。 The combo box 128 labeled with "type" is a field in which the registrant selects the type of QA content to be input from the candidates and inputs it. For example, if the QA relates to the period for submitting a move-in notification, "resident registration" is selected.
　「備考」のラベルが付されているテキストボックス１２９は、ＱＡの備考を登録者が自然文で記入する欄である。例えば、ＱＡの更新履歴を記録する必要がある場合には、テキストボックス１２９に更新日時等を記入することができる。 The text box 129 labeled "Remarks" is a field in which the registrant fills in the QA remarks in natural text. For example, when it is necessary to record the update history of QA, the update date and time can be entered in the text box 129.
　登録者がこれらの各項目の入力を完了すると、処理はステップＳ１０２に移行する。例えば不図示の完了ボタンを押下する等の方法により登録者は入力を完了することができる。ステップＳ１０２において、登録部１１１は、登録者によりＱＡ登録画面上に入力された情報を取得する。 When the registrant completes the input of each of these items, the process proceeds to step S102. For example, the registrant can complete the input by pressing a completion button (not shown). In step S102, the registration unit 111 acquires the information input on the QA registration screen by the registrant.
　ステップＳ１０３において、登録部１１１は、登録者が本情報処理システムにログインした際のログインＩＤを参照する。このログインＩＤは登録者の氏名、所属等の登録者情報と対応付けられている。これにより登録部１１１は、ログインＩＤを参照することにより、登録者が所属している団体を自動的に登録団体として取得することができる。この手法では、登録者が手動で団体名を入力する場合と比べて入力に要する時間が削減される。 In step S103, the registration unit 111 refers to the login ID when the registrant logs in to the information processing system. This login ID is associated with registrant information such as the registrant's name and affiliation. As a result, the registration unit 111 can automatically acquire the organization to which the registrant belongs as a registered organization by referring to the login ID. In this method, the time required for inputting is reduced as compared with the case where the registrant manually inputs the group name.
　ステップＳ１０４において、登録部１１１は、登録者により入力された情報と登録団体を対応付けて、更にこれらに自動採番されたＱＡＩＤを付して記憶部１１６のデータベース（ＤＢ）に記憶する。 In step S104, the registration unit 111 associates the information input by the registrant with the registration organization, attaches an automatically numbered QAID to these, and stores the information in the database (DB) of the storage unit 116.
　図６は、本実施形態に係るデータベースの例を示す表である。図６は、図５の登録処理を複数回繰り返すことにより記憶部１１６に構築されるデータベースの例を示している。図６に示されているように、記憶部１１６のデータベースには、「ＱＡＩＤ」、「質問サマリ」、「質問」、「回答」、「登録団体」、「共通／固有」、「庁内／庁外」及び「種別」の各項目の情報が対応付けられて記憶されている。各項目は、図５のＱＡ登録画面１２０内のラベルに対応している。１つのＱＡＩＤが付された１組の情報は、登録情報と呼ばれることもある。 FIG. 6 is a table showing an example of a database according to this embodiment. FIG. 6 shows an example of a database constructed in the storage unit 116 by repeating the registration process of FIG. 5 a plurality of times. As shown in FIG. 6, in the database of the storage unit 116, "QAID", "question summary", "question", "answer", "registered organization", "common / unique", "inside the agency /" Information on each item of "outside the agency" and "type" is stored in association with each other. Each item corresponds to the label in the QA registration screen 120 of FIG. A set of information with one QAID is sometimes called registration information.
　なお、「質問」の項目には利用者からチャットボットへの質問ではないものが含まれていてもよい。例えば、利用者からチャットボットへの挨拶、お礼等（例えば、「こんにちは」、「ありがとう」）が含まれていてもよい。「質問」の項目の情報は、より一般的に、入力情報と呼ばれることもある。 Note that the "question" item may include questions that are not questions from the user to the chatbot. For example, greetings, thanks, etc. from the user to the chatbot (for example, "hello", "thank you") may be included. The information in the "question" item is more commonly referred to as input information.
　「回答」の項目には質問に対する回答ではないものが含まれていてもよい。例えば、利用者からチャットボットへの挨拶、お礼等に対する応答（例えば、「こんにちわ」、「どういたしまして」）が含まれていてもよい。「回答」の項目の情報は、より一般的に、応答情報と呼ばれることもある。 The item of "answer" may include items that are not answers to the question. For example, a response (for example, "hello", "welcome") from the user to a chatbot greeting, thank-you, etc. may be included. The information in the "answer" section is more commonly referred to as response information.
　「登録団体」の項目には、登録者が所属する自治体の名称以外の情報が含まれていてもよい。例えば、登録者が所属する部門名、登録者の役職、登録者の職務等の情報が含まれていてもよい。「登録団体」の項目の情報は、より一般的に、登録者の属性を示す第１設定情報と呼ばれることもある。 The item of "registered organization" may include information other than the name of the municipality to which the registrant belongs. For example, information such as the department name to which the registrant belongs, the job title of the registrant, and the job title of the registrant may be included. The information in the "registered organization" item is more generally referred to as the first setting information indicating the attributes of the registrant.
　「共通／固有」の項目は、上述のように、入力情報又は応答情報が登録者の属性に対して固有の情報であるか否かを示すものである。「共通／固有」の項目の情報は、より一般的に、第２設定情報と呼ばれることもある。 The "common / unique" item indicates whether or not the input information or response information is unique to the registrant's attribute, as described above. The information of the "common / unique" item is more generally referred to as the second setting information.
　「庁内／庁外」の項目は、上述のように、入力情報又は応答情報が登録者の所属している組織向けのものであるか否かを示すものである。「庁内／庁外」の項目の情報は、より一般的に、第３設定情報と呼ばれることもある。 The item "inside / outside the agency" indicates whether or not the input information or response information is for the organization to which the registrant belongs, as described above. The information in the "inside / outside office" item is more generally referred to as the third setting information.
　「種別」の項目は、上述のように、入力情報又は応答情報の種別を示すものである。「種別」の項目の情報は、より一般的に、第４設定情報と呼ばれることもある。 The item of "type" indicates the type of input information or response information as described above. The information of the item of "type" is more generally referred to as the fourth setting information.
　図７は、本実施形態に係る情報処理システムにおいて行われる回答処理の概略を示すフローチャートである。本例においては、利用者が端末２を操作して、サーバ１に対してチャットボットの起動を要求したときに、サーバ１は、図７の回答処理を実行する。 FIG. 7 is a flowchart showing an outline of response processing performed in the information processing system according to the present embodiment. In this example, when the user operates the terminal 2 and requests the server 1 to start the chatbot, the server 1 executes the response process shown in FIG. 7.
　ステップＳ２０１において、取得部１１２は、チャットボットの起動を要求した端末２のディスプレイにチャット画面を表示させる。チャット画面は、利用者が質問を入力し、チャットボットが質問に対して回答することによってチャットを行うための画面である。 In step S201, the acquisition unit 112 displays the chat screen on the display of the terminal 2 that has requested the activation of the chatbot. The chat screen is a screen for a user to input a question and a chatbot to answer the question to chat.
　ここで、チャット画面の具体例を説明する。図８は、本実施形態に係る回答処理の際に表示されるチャット画面の例である。チャット画面１３０は、吹き出し１３１、１３２、１３３、１３４、テキストボックス１３５及びボタン１３６、１３７、１３８、１３９を有する。なお、図８においては吹き出し１３１、１３２、１３３、１３４がすべて図示されているが、実際のチャットの際には、チャットの進行に従って上段から順に表示される。 Here, a specific example of the chat screen will be explained. FIG. 8 is an example of a chat screen displayed during the response processing according to the present embodiment. The chat screen 130 has balloons 131, 132, 133, 134, a text box 135 and buttons 136, 137, 138, 139. In FIG. 8, all the balloons 131, 132, 133, and 134 are shown, but in the actual chat, they are displayed in order from the top according to the progress of the chat.
　チャット画面１３０が表示されると、まず吹き出し１３１が表示される。吹き出し１３１には、メッセージ「ご質問を入力してください。」が記載されている。利用者は、このメッセージに従ってテキストボックス１３５に質問文を入力する。ここでは、利用者は、「転入した後、いつまでに役所に連絡しないといけないですか。」をテキストボックス１３５に入力したものとする。 When the chat screen 130 is displayed, the balloon 131 is first displayed. The message "Please enter your question" is written in the balloon 131. The user inputs a question text in the text box 135 according to this message. Here, it is assumed that the user has entered "By when do I have to contact the government office after moving in?" In the text box 135.
　質問文の入力後、利用者が「送信」のラベルが付されたボタン１３６を押下すると、テキストボックス１３５に入力された文章がサーバ１に送信される。これとともに、吹き出し１３２が表示される。吹き出し１３２には、利用者が入力したものと同じメッセージ「転入した後、いつまでに役所に連絡しないといけないですか。」が記載されている。吹き出し１３２の表示により、利用者は、入力したメッセージが正しく送信されたことを認識することができる。 After inputting the question text, when the user presses the button 136 labeled "Send", the text entered in the text box 135 is sent to the server 1. Along with this, the balloon 132 is displayed. The balloon 132 contains the same message as the one entered by the user, "By when do I have to contact the government office after moving in?". By displaying the balloon 132, the user can recognize that the input message has been correctly transmitted.
　ステップＳ２０２において、取得部１１２は、利用者がテキストボックス１３５に入力した質問文を取得する。なお、利用者が入力する質問文は、挨拶、お礼等の質問でないものである場合もある。この質問文はより一般的に応答要求と呼ばれることもある。 In step S202, the acquisition unit 112 acquires the question text input by the user in the text box 135. The question text entered by the user may not be a question such as a greeting or a thank-you question. This question is more commonly referred to as a response request.
　ステップＳ２０３において、取得部１１２は、利用者が本情報処理システムにログインした際のログインＩＤを参照する。これにより取得部１１２は、利用者の所属を自動的に取得する。例えば、利用者がＡＡＡ市という自治体の職員である場合には、「ＡＡＡ市」が自動的に利用者の所属として取得される。利用者が手動で所属を入力してもよいが、本例のように自動取得できる設定とすることにより手動で入力する場合と比べて入力に要する時間が削減される。なお、ここで取得される情報は、利用者が所属する自治体の名称以外の属性であってもよい。例えば、利用者が所属する部門名、利用者の役職、利用者の職務等の応答要求に関連した属性であってもよい。 In step S203, the acquisition unit 112 refers to the login ID when the user logs in to the information processing system. As a result, the acquisition unit 112 automatically acquires the affiliation of the user. For example, if the user is an employee of a municipality called AAA City, "AAA City" is automatically acquired as the user's affiliation. The user may manually enter the affiliation, but by setting the affiliation to be automatically acquired as in this example, the time required for input is reduced as compared with the case of manually inputting. The information acquired here may have attributes other than the name of the municipality to which the user belongs. For example, it may be an attribute related to a response request such as the department name to which the user belongs, the job title of the user, the job title of the user, and the like.
　ステップＳ２０４において、応答生成部１１３は、利用者の所属と登録団体が一致するＱＡＩＤに対応する第１登録情報及び「共通／固有」の項目が「共通」であるＱＡＩＤに対応する第２登録情報を検索範囲として指定する。図６の例において、利用者の所属がＡＡＡ市である場合には、ＱＡＩＤが１、２及び３であるＱＡが検索範囲に含まれ、ＱＡＩＤが４であるＱＡは検索範囲に含まれない。 In step S204, the response generation unit 113 includes the first registration information corresponding to the QAID in which the user's affiliation and the registered organization match, and the second registration information corresponding to the QAID in which the "common / unique" item is "common". Is specified as the search range. In the example of FIG. 6, when the affiliation of the user is AAA city, the QA having QAIDs 1, 2 and 3 is included in the search range, and the QA having QAID 4 is not included in the search range.
　ステップＳ２０５において、応答生成部１１３は、入力された質問文に対応する回答をステップＳ２０４において設定された検索範囲の中から検索する。この検索において、応答生成部１１３は、入力された質問文のテキストデータとデータベース中の検索範囲内の「質問」の項目の文章のテキストデータとを比較する。応答生成部１１３は、この比較結果に基づいて、入力された質問文に最も類似している「質問」の項目に対応付けられている「回答」の項目の文章を出力する。この文章の比較は、例えば、機械学習により構築された自然言語解析アルゴリズムにより行われ得る。あるいは、形態素解析等により文章から抽出されたキーワードの一致度に基づいて文章の比較を行ってもよい。これらの文章比較アルゴリズムを用いることにより、質問文がデータベースに記憶されている質問と完全一致していない場合でも質問文に近いものを検索することができる。 In step S205, the response generation unit 113 searches the search range set in step S204 for the answer corresponding to the input question text. In this search, the response generation unit 113 compares the text data of the input question text with the text data of the text of the "question" item in the search range in the database. Based on this comparison result, the response generation unit 113 outputs the text of the "answer" item associated with the "question" item that is most similar to the input question text. This sentence comparison can be made, for example, by a natural language analysis algorithm constructed by machine learning. Alternatively, sentences may be compared based on the degree of matching of keywords extracted from sentences by morphological analysis or the like. By using these sentence comparison algorithms, even if the question text does not exactly match the question stored in the database, it is possible to search for something close to the question text.
　検索が完了すると、チャット画面１３０に吹き出し１３３が表示される。図６及び図８の例では、入力された質問文の「転入した後、いつまでに役所に連絡しないといけないですか。」と一致する質問がデータベース内に存在している。そのため、この質問文に対応する回答である「転入届は引っ越ししてから１４日以内にご提出ください。」が吹き出し１３３内に記載されている。 When the search is completed, the balloon 133 is displayed on the chat screen 130. In the examples of FIGS. 6 and 8, there is a question in the database that matches the entered question text "When should I contact the government office after moving in?". Therefore, the answer corresponding to this question, "Please submit the move-in notification within 14 days after moving." Is described in the balloon 133.
　なお、入力された質問文に類似する質問がデータベースから発見できない場合もあり得る。このような場合には、吹き出し１３３には、回答できない旨を説明するメッセージ、あるいは質問文の再入力を促すメッセージが記載される。利用者が質問文を再入力すると、再びステップＳ２０５の処理が行われる。 In some cases, a question similar to the entered question text cannot be found in the database. In such a case, the balloon 133 contains a message explaining that the answer cannot be answered or a message prompting the re-entry of the question text. When the user re-enters the question text, the process of step S205 is performed again.
　その後のステップＳ２０６において、評価受付部１１４は、チャット画面１３０に吹き出し１３４を表示させる。吹き出し１３４には、メッセージ「この回答は役に立ちましたか？いずれかを必ず選択してください。」が記載されている。また、吹き出し１３４の中には、「はい」のラベルが付されたボタン１３７、「いいえ」のラベルが付されたボタン１３８及び「別の回答も見たい」のラベルが付されたボタン１３９も表示される。これらは、回答を提示した後に利用者からのレスポンスを受け付けるための定型応答である。 In the subsequent step S206, the evaluation reception unit 114 displays the balloon 134 on the chat screen 130. The balloon 134 contains the message "Did this answer help you? Be sure to choose one." Also, among the balloons 134, there are also a button 137 labeled "Yes", a button 138 labeled "No", and a button 139 labeled "I want to see another answer". Is displayed. These are standard responses for receiving a response from a user after presenting an answer.
　利用者がボタン１３７又はボタン１３８を押下すると、ステップＳ２０７において、評価受付部１１４は、押下されたボタンに応じた評価結果を検索されたＱＡＩＤ等と対応付けて取得する。この評価結果は、登録者が端末２からサーバ１に接続してデータ管理画面を参照することで確認することができる。 When the user presses the button 137 or the button 138, in step S207, the evaluation receiving unit 114 acquires the evaluation result corresponding to the pressed button in association with the searched QAID or the like. This evaluation result can be confirmed by the registrant connecting to the server 1 from the terminal 2 and referring to the data management screen.
　図９は、本実施形態に係るデータ管理画面の例である。図９に示されているデータ管理画面１４０には、「質問ＩＤ」、「日時」、「検索文言」、「選択ＱＡＩＤ」、「回答」及び「結果」のラベルが付された情報が対応付けられて表形式で表示されている。 FIG. 9 is an example of a data management screen according to this embodiment. The data management screen 140 shown in FIG. 9 is associated with information labeled "question ID", "date and time", "search wording", "selection QAID", "answer", and "result". It is displayed in tabular format.
　「質問ＩＤ」は、利用者により入力された質問文に対して自動的に付与された番号である。「日時」は、利用者により質問文が入力され、ボタン１３６が押下された時刻である。「検索文言」は、利用者により入力された質問文である。「選択ＱＡＩＤ」は、応答生成部１１３により検索され、回答に用いられたＱＡＩＤである。「回答」は、当該選択ＱＡＩＤに対応する回答文である。 The "question ID" is a number automatically assigned to the question text entered by the user. The "date and time" is the time when the question text is input by the user and the button 136 is pressed. The "search wording" is a question sentence input by the user. The "selected QAID" is a QAID searched by the response generation unit 113 and used for the answer. "Answer" is an answer sentence corresponding to the selected QAID.
　「結果」は、利用者により入力された評価結果である。「はい」のラベルが付されたボタン１３７が押下された場合には、「結果」欄には、「いいね」が記載される。「いいえ」のラベルが付されたボタン１３８が押下された場合には、「結果」欄には、「悪いね」が記載される。「選択ＱＡＩＤ」及び「回答」は空欄である場合がある。これは、利用者により入力された質問文に対応する回答が発見できなかったことを意味する。この場合にも「結果」欄には、「悪いね」が記載される。 "Result" is the evaluation result input by the user. When the button 137 labeled "Yes" is pressed, a "Like" is entered in the "Result" column. When the button 138 labeled "No" is pressed, "Bad" is written in the "Result" column. "Selection QAID" and "Answer" may be blank. This means that the answer corresponding to the question text entered by the user could not be found. In this case as well, "bad" is described in the "result" column.
　登録者は、このデータ管理画面１４０を参照することで自らが登録したＱＡに対する利用者からの評価を確認することができる。この評価が悪い場合には、登録者は適宜ＱＡの内容を修正することにより、回答品質を向上させることができる。 The registrant can confirm the evaluation from the user for the QA registered by himself / herself by referring to this data management screen 140. If this evaluation is bad, the registrant can improve the quality of the response by modifying the contents of the QA as appropriate.
　なお、ステップＳ２０６において利用者が「別の回答も見たい」のラベルが付されたボタン１３９が押下された場合には、再びステップＳ２０５の処理が行われる。このとき、応答生成部１１３は、前回の検索で得られた回答とは別の回答を検索する。これにより、チャット画面１３０には別の回答が表示される。この場合、データ管理画面１４０の「結果」欄には、「悪いね」が記載されてもよく、再検索した旨の結果が記載されてもよい。 If the user presses the button 139 labeled "I want to see another answer" in step S206, the process of step S205 is performed again. At this time, the response generation unit 113 searches for an answer different from the answer obtained in the previous search. As a result, another answer is displayed on the chat screen 130. In this case, "bad" may be described in the "result" column of the data management screen 140, or the result of re-searching may be described.
　ステップＳ２０７が完了すると、処理はステップＳ２０２に移行し、次の質問文を受け付ける。このとき、次の質問文の入力を促すために、「次のご質問を入力してください。」等のメッセージが記載された吹き出しが表示されてもよい。 When step S207 is completed, the process proceeds to step S202 and accepts the next question. At this time, a balloon containing a message such as "Please enter the next question" may be displayed in order to prompt the input of the next question.
　上述のように本実施形態のサーバ１は、利用者の所属に応じた検索範囲により検索を行って回答を表示することが可能であるため、データベースを複数の団体で共有することができる。しかしながら、特定の団体用に特化されたデータベースを備えたチャットボットを構築したいというニーズもある。そこで、本実施形態のサーバ１は、特定の団体向けのデータベースを出力する機能を有する。 As described above, the server 1 of the present embodiment can search according to the search range according to the affiliation of the user and display the answer, so that the database can be shared by a plurality of groups. However, there is also a need to build a chatbot with a database specialized for a particular organization. Therefore, the server 1 of the present embodiment has a function of outputting a database for a specific group.
　図１０は、本実施形態に係る情報処理システムにおいて行われるデータベース出力処理の概略を示すフローチャートである。本例においては、管理者がサーバ１又は端末２を操作して、特定の団体向けのデータベースの出力を要求したときに、サーバ１は、図１０のデータベース出力処理を実行する。 FIG. 10 is a flowchart showing an outline of database output processing performed in the information processing system according to the present embodiment. In this example, when the administrator operates the server 1 or the terminal 2 to request the output of the database for a specific group, the server 1 executes the database output process of FIG.
　ステップＳ３０１において、データベース出力部１１５は、出力対象団体を取得する。出力対象団体は、データベースの利用対象である。出力対象団体は、例えば、管理者がデータベースの出力を要求する際に入力される。 In step S301, the database output unit 115 acquires the output target group. The output target group is the target of using the database. The output target organization is input, for example, when the administrator requests the output of the database.
　ステップＳ３０２において、データベース出力部１１５は、出力対象団体と登録団体が一致するＱＡＩＤに対応する第１登録情報及び「共通／固有」の項目が「共通」であるＱＡＩＤに対応する第２登録情報を出力範囲として指定する。 In step S302, the database output unit 115 outputs the first registration information corresponding to the QAID in which the output target group and the registered group match, and the second registration information corresponding to the QAID in which the "common / unique" item is "common". Specify as an output range.
　ステップＳ３０３において、データベース出力部１１５は、出力範囲のＱＡを抽出したデータベースを出力して記憶部１１６に記憶させる。出力されたデータベースは、サーバ１から他の装置にコピーすることにより、本実施形態の情報処理システムとは独立したシステムでチャットボットの生成に用いることができる。 In step S303, the database output unit 115 outputs the database from which the QA of the output range is extracted and stores it in the storage unit 116. By copying the output database from the server 1 to another device, it can be used to generate a chatbot in a system independent of the information processing system of the present embodiment.
　図１１は、本実施形態に係るデータベースの出力範囲を説明する表である。図１１の左側の表には、サーバ１の記憶部１１６に記憶されているデータベースの情報が示されている。図１１の右側の表には、データベース出力部１１５により抽出されたデータベースの情報が示されている。抽出の際の出力対象団体は「ＥＥＥ市」であるものとする。 FIG. 11 is a table for explaining the output range of the database according to the present embodiment. The table on the left side of FIG. 11 shows the database information stored in the storage unit 116 of the server 1. The table on the right side of FIG. 11 shows the database information extracted by the database output unit 115. It is assumed that the output target group at the time of extraction is "EEE City".
　図１１の２つの表から理解されるように、ＱＡＩＤが１１、１２及び１３であるＱＡの「共通／固有」の項目は「共通」であるため、出力範囲に含まれている。また、ＱＡＩＤが１５であるＱＡの「登録団体」の項目は出力対象団体と一致する「ＥＥＥ市」であるため、出力範囲に含まれている。また、ＱＡＩＤが１４及び１６であるＱＡの「登録団体」の項目は出力対象団体と一致しないため、出力範囲に含まれていない。 As can be understood from the two tables in FIG. 11, the "common / unique" item of the QA having QAIDs 11, 12 and 13 is "common" and is therefore included in the output range. Further, since the item of "registered group" of QA having a QAID of 15 is "EEE city" that matches the output target group, it is included in the output range. In addition, the item of "registered group" of QA whose QAIDs are 14 and 16 does not match the output target group, so it is not included in the output range.
　このように、本データベース出力処理により出力対象団体以外の団体に固有のＱＡ（図１１の例では「ＤＤＤ市」と「ＦＦＦ市」に固有のＱＡ）を除外することにより、出力対象団体に関連するＱＡのみを抽出することができる。これにより、データベースの容量を削減することができる。また、ＱＡの数を少なくすることができるため、検索の高速化及び管理の容易化の効果も得られる。本処理は、例えば、本実施形態の情報処理システムとは別に出力対象団体専用のチャットボットを構築する場合に有効である。しかしながら、データベース出力処理は必須ではなく、もとのデータベースをそのまま特定の団体用のチャットボットに用いてもよい。 In this way, by excluding the QA peculiar to the group other than the output target group (QA peculiar to "DDD city" and "FFF city" in the example of FIG. 11) by this database output processing, it is related to the output target group. Only the QA to be used can be extracted. As a result, the capacity of the database can be reduced. Further, since the number of QAs can be reduced, the effect of speeding up the search and facilitating the management can be obtained. This process is effective, for example, when constructing a chatbot dedicated to the output target group separately from the information processing system of the present embodiment. However, database output processing is not essential, and the original database may be used as it is for a chatbot for a specific group.
　以上のように、本実施形態によれば、ＱＡに登録団体の情報と、登録団体に対して固有であるか否かを示す情報とが対応付けられている。回答を生成する際には、利用者の団体に対応するＱＡと登録団体に対して共通のＱＡとを検索範囲とすることにより、利用者に関係する範囲から検索された回答を出力することができる。この構成では、登録団体に対して共通の情報については、複数の登録団体で共用化できるため、複数の登録団体ごとにデータベースを準備する場合と比べてデータベースの準備に要する工数が低減される。したがって、本実施形態によれば、データベースの準備に要する工数を低減することができる情報処理装置が提供される。 As described above, according to the present embodiment, the QA is associated with the information of the registered organization and the information indicating whether or not it is unique to the registered organization. When generating an answer, it is possible to output the answer searched from the range related to the user by setting the QA corresponding to the user's group and the QA common to the registered group as the search range. can. In this configuration, information common to registered organizations can be shared by a plurality of registered organizations, so that the man-hours required for database preparation are reduced as compared with the case where a database is prepared for each of a plurality of registered organizations. Therefore, according to the present embodiment, there is provided an information processing apparatus capable of reducing the man-hours required for preparing the database.
　なお、複数の登録団体に対してデータベース全体を共用化した場合と比べると、本実施形態では、利用者に関係しないＱＡを除外して検索を行うことができるため、利用者とは無関係な回答が出力される可能性を低減することができる。 Compared to the case where the entire database is shared by a plurality of registered organizations, in this embodiment, the search can be performed by excluding QAs that are not related to the user, so the answer is irrelevant to the user. Can be reduced.
　本実施形態においては、あらかじめＱＡのデータベースを登録者が用意する方式のチャットボットが採用されている。この方式では、利用者の応答から学習する方式のチャットボットと比べて立ち上げの初期からある程度の品質のチャットを行うことができるため、本実施形態のチャットボットは、高精度な回答が要求される自治体向けに好適である。 In this embodiment, a chatbot of a method in which a registrant prepares a QA database in advance is adopted. In this method, compared to a chatbot that learns from the user's response, it is possible to perform a chat of a certain level of quality from the initial stage of startup. Therefore, the chatbot of this embodiment is required to have a highly accurate answer. Suitable for local governments.
　上述の実施形態において説明した装置又はシステムは以下の第２実施形態のようにも構成することができる。 The device or system described in the above-described embodiment can also be configured as in the following second embodiment.
　［第２実施形態］
　図１２は、第２実施形態に係る情報処理装置３の機能ブロック図である。情報処理装置３は、記憶部３０１、取得部３０２及び応答生成部３０３を備える。記憶部３０１は、入力情報と、応答情報と、登録者の属性を示す第１設定情報と、入力情報又は応答情報が登録者の属性に対して固有の情報であるか否かを示す第２設定情報と、を含む登録情報を複数個記憶する。取得部３０２は、利用者からの応答要求と、応答要求の属性とを取得する。応答生成部３０３は、複数の登録情報のうちの、応答要求の属性と第１設定情報が示す属性とが合致している第１登録情報と、第２設定情報が固有の情報ではないことを示している第２登録情報と、を参照することにより、応答要求に応じた応答を生成する。 [Second Embodiment]
FIG. 12 is a functional block diagram of the information processing device 3 according to the second embodiment. The information processing device 3 includes a storage unit 301, an acquisition unit 302, and a response generation unit 303. The storage unit 301 indicates the input information, the response information, the first setting information indicating the attribute of the registrant, and the second setting information indicating whether or not the input information or the response information is information unique to the attribute of the registrant. Stores a plurality of setting information and registration information including. The acquisition unit 302 acquires the response request from the user and the attribute of the response request. The response generation unit 303 determines that the first registration information in which the attribute of the response request and the attribute indicated by the first setting information match among the plurality of registration information and the second setting information are not unique information. By referring to the second registration information shown, a response corresponding to the response request is generated.
　本実施形態によれば、照合精度を適切に管理することができる情報処理装置３が提供される。 According to the present embodiment, the information processing device 3 capable of appropriately managing the collation accuracy is provided.
　［変形実施形態］
　本発明は、上述の実施形態に限定されることなく、本発明の趣旨を逸脱しない範囲において適宜変更可能である。例えば、いずれかの実施形態の一部の構成を他の実施形態に追加した例や、他の実施形態の一部の構成と置換した例も、本発明の実施形態である。 [Modification Embodiment]
The present invention is not limited to the above-described embodiment, and can be appropriately modified without departing from the spirit of the present invention. For example, an example in which a part of the configuration of any of the embodiments is added to another embodiment or an example in which a part of the configuration of another embodiment is replaced with another embodiment is also an embodiment of the present invention.
　図７の回答処理におけるステップＳ２０４において、利用者が庁内の人物であるかあるいは庁外の人物であるかに応じて、「庁内／庁外」の項目の中の「庁内」又は「庁外」の一方のみを検索範囲として指定してもよい。また、利用者が要求している情報の種別に応じて「種別」の項目の中の一部を検索範囲として指定してもよい。これらにより検索範囲を更に絞り込んで検索の精度を向上させることができる。なお、利用者が庁内の人物であるかあるいは庁外の人物であるかという情報、又は利用者が要求している情報の種別の情報は、利用者に入力させてもよく、利用者のログインＩＤから自動取得してもよい。 In step S204 in the response processing of FIG. 7, "inside the agency" or "inside the agency" in the "inside / outside the agency" item, depending on whether the user is a person inside the agency or a person outside the agency. Only one of "outside the agency" may be specified as the search range. In addition, a part of the "type" item may be specified as the search range according to the type of information requested by the user. As a result, the search range can be further narrowed down and the search accuracy can be improved. Information on whether the user is a person inside the agency or outside the agency, or information on the type of information requested by the user may be entered by the user. It may be automatically acquired from the login ID.
　また、図１０の回答処理におけるステップＳ３０２において、データベースが用いられるチャットボットの利用者の属性に応じて、「庁内／庁外」の項目の中の「庁内」又は「庁外」の一方のみを出力範囲として指定してもよい。また、データベースが用いられるチャットボットの用途に応じて、「種別」の項目の中の一部を出力範囲として指定してもよい。これらによりデータベースに含まれるＱＡの量を更に絞り込むことができる。なお、チャットボットの利用者の属性、用途の情報は、データベースの出力を要求する管理者によって入力される。 Further, in step S302 in the response processing of FIG. 10, one of "inside the agency" and "outside the agency" in the "inside / outside the agency" item, depending on the attribute of the chatbot user whose database is used. Only may be specified as the output range. Further, depending on the use of the chatbot in which the database is used, a part of the "type" items may be specified as the output range. With these, the amount of QA contained in the database can be further narrowed down. The chatbot user attributes and usage information are input by the administrator who requests the database output.
　上述の実施形態においては、自治体に寄せられる質問に回答するためのチャットボットの例を説明しているが、本発明はこれ以外の用途にも適用可能である。例えば、企業の従業員又は取引先から寄せられる質問に回答するための企業向けチャットボットにも適用可能である。この場合、例えば、第１実施形態の「自治体」あるいは「登録団体」を「所属部門」等に置き換え、「庁内／庁外」を「社内／社外」に置き換えることで、第１実施形態の自治体向けチャットボットを企業向けチャットボットに置き換えることができる。 In the above-described embodiment, an example of a chatbot for answering a question asked to a local government is described, but the present invention can be applied to other uses. For example, it is also applicable to corporate chatbots for answering questions asked by corporate employees or business partners. In this case, for example, by replacing the "local government" or "registered organization" of the first embodiment with "affiliated department" and the like, and replacing "inside / outside the agency" with "inside / outside the agency", the first embodiment Municipal chatbots can be replaced with corporate chatbots.
　上述の実施形態の機能を実現するように該実施形態の構成を動作させるプログラムを記憶媒体に記録させ、記憶媒体に記録されたプログラムをコードとして読み出し、コンピュータにおいて実行する処理方法も各実施形態の範疇に含まれる。すなわち、コンピュータ読取可能な記憶媒体も各実施形態の範囲に含まれる。また、上述のプログラムが記録された記憶媒体だけでなく、そのプログラム自体も各実施形態に含まれる。また、上述の実施形態に含まれる１又は２以上の構成要素は、各構成要素の機能を実現するように構成されたＡＳＩＣ（Application　Specific　Integrated　Circuit）、ＦＰＧＡ（Field　Programmable　Gate　Array）等の回路であってもよい。 A processing method in which a program for operating the configuration of the embodiment is recorded in a storage medium so as to realize the functions of the above-described embodiment, the program recorded in the storage medium is read out as a code, and the program is executed in a computer is also described in each embodiment. Included in the category. That is, a computer-readable storage medium is also included in the scope of each embodiment. Moreover, not only the storage medium in which the above-mentioned program is recorded but also the program itself is included in each embodiment. Further, one or more components included in the above-described embodiment are circuits such as an ASIC (Application Specific Integrated Circuit) and an FPGA (Field Programmable Gate Array) configured to realize the functions of the components. There may be.
　該記憶媒体としては例えばフロッピー（登録商標）ディスク、ハードディスク、光ディスク、光磁気ディスク、ＣＤ（Compact　Disk）－ＲＯＭ、磁気テープ、不揮発性メモリカード、ＲＯＭを用いることができる。また該記憶媒体に記録されたプログラム単体で処理を実行しているものに限らず、他のソフトウェア、拡張ボードの機能と共同して、ＯＳ（Operating　System）上で動作して処理を実行するものも各実施形態の範疇に含まれる。 As the storage medium, for example, a floppy (registered trademark) disk, a hard disk, an optical disk, an optical magnetic disk, a CD (Compact Disk) -ROM, a magnetic tape, a non-volatile memory card, or a ROM can be used. In addition, the program recorded on the storage medium is not limited to the one that executes the processing by itself, but the one that operates on the OS (Operating System) and executes the processing in cooperation with the functions of other software and the expansion board. Is also included in the category of each embodiment.
　上述の各実施形態の機能により実現されるサービスは、ＳａａＳ（Software　as　a　Service）の形態でユーザに対して提供することもできる。 The service realized by the functions of each of the above-described embodiments can also be provided to the user in the form of SaaS (Software as a Service).
　なお、上述の実施形態は、いずれも本発明を実施するにあたっての具体化の例を示したものに過ぎず、これらによって本発明の技術的範囲が限定的に解釈されてはならないものである。すなわち、本発明はその技術思想、又はその主要な特徴から逸脱することなく、様々な形で実施することができる。 It should be noted that the above-described embodiments are merely examples of embodiment in carrying out the present invention, and the technical scope of the present invention should not be construed in a limited manner by these. That is, the present invention can be implemented in various forms without departing from the technical idea or its main features.
　上述の実施形態の一部又は全部は、以下の付記のようにも記載されうるが、以下には限られない。 A part or all of the above-described embodiment may be described as in the following appendix, but is not limited to the following.
　（付記１）
　入力情報と、応答情報と、登録者の属性を示す第１設定情報と、前記入力情報又は前記応答情報が前記登録者の属性に対して固有の情報であるか否かを示す第２設定情報と、を含む登録情報を複数個記憶する記憶部と、
　利用者からの応答要求と、前記応答要求の属性とを取得する取得部と、
　複数の前記登録情報のうちの、前記応答要求の属性と前記第１設定情報が示す属性とが合致している第１登録情報と、前記第２設定情報が固有の情報ではないことを示している第２登録情報と、を参照することにより、前記応答要求に応じた応答を生成する応答生成部と、
　を備える、情報処理装置。 (Appendix 1)
Input information, response information, first setting information indicating the attribute of the registrant, and second setting information indicating whether or not the input information or the response information is information unique to the attribute of the registrant. A storage unit that stores a plurality of registration information including
An acquisition unit that acquires the response request from the user and the attributes of the response request,
It is shown that the first registration information in which the attribute of the response request and the attribute indicated by the first setting information match among the plurality of registration information and the second setting information are not unique information. A response generation unit that generates a response in response to the response request by referring to the second registration information that is provided.
Information processing device.
　（付記２）
　前記登録者による前記登録情報の入力を受け付ける登録部を更に備え、
　前記登録部は、前記応答情報が前記登録者の属性に対して固有の情報であるか否かを前記登録者に入力させることにより、前記第２設定情報の入力を受け付ける、
　付記１に記載の情報処理装置。 (Appendix 2)
Further provided with a registration unit that accepts the input of the registration information by the registrant.
The registration unit accepts the input of the second setting information by causing the registrant to input whether or not the response information is information unique to the attribute of the registrant.
The information processing device according to Appendix 1.
　（付記３）
　前記登録部は、前記登録者のログインＩＤ（Identifier）を参照することにより、前記第１設定情報を取得する、
　付記２に記載の情報処理装置。 (Appendix 3)
The registration unit acquires the first setting information by referring to the login ID (Identifier) of the registrant.
The information processing device according to Appendix 2.
　（付記４）
　前記取得部は、前記利用者のログインＩＤを参照することにより、前記応答要求の属性を取得する、
　付記１乃至３のいずれか１項に記載の情報処理装置。 (Appendix 4)
The acquisition unit acquires the attribute of the response request by referring to the login ID of the user.
The information processing device according to any one of Supplementary note 1 to 3.
　（付記５）
　前記応答生成部により生成された応答の評価の入力を受け付ける評価受付部を更に備える、
　付記１乃至４のいずれか１項に記載の情報処理装置。 (Appendix 5)
An evaluation reception unit that accepts an input for evaluation of the response generated by the response generation unit is further provided.
The information processing device according to any one of Supplementary note 1 to 4.
　（付記６）
　前記評価は、前記登録情報と対応付けて前記記憶部に記憶される、
　付記５に記載の情報処理装置。 (Appendix 6)
The evaluation is stored in the storage unit in association with the registration information.
The information processing device according to Appendix 5.
　（付記７）
　前記応答生成部は、前記利用者が入力したテキストと前記入力情報のテキストとの比較結果に基づいて前記入力情報に対応する前記応答情報を選択することにより、応答を生成する、
　付記１乃至６のいずれか１項に記載の情報処理装置。 (Appendix 7)
The response generation unit generates a response by selecting the response information corresponding to the input information based on the comparison result between the text input by the user and the text of the input information.
The information processing device according to any one of Supplementary note 1 to 6.
　（付記８）
　前記登録情報は、前記入力情報又は前記応答情報が前記登録者の所属している組織向けのものであるか否かを示す第３設定情報を更に含む、
　付記１乃至７のいずれか１項に記載の情報処理装置。 (Appendix 8)
The registration information further includes a third setting information indicating whether or not the input information or the response information is for the organization to which the registrant belongs.
The information processing device according to any one of Supplementary note 1 to 7.
　（付記９）
　前記登録情報は、前記入力情報又は前記応答情報の種別を示す第４設定情報を更に含む、
　付記１乃至８のいずれか１項に記載の情報処理装置。 (Appendix 9)
The registration information further includes a fourth setting information indicating the type of the input information or the response information.
The information processing device according to any one of Appendix 1 to 8.
　（付記１０）
　複数の前記登録情報のうちの、所定の属性を示す前記第１設定情報を含む第１登録情報と、前記第２設定情報が固有の情報ではないことを示している第２登録情報とをデータベースとして出力するデータベース出力部を更に備える、
　付記１乃至９のいずれか１項に記載の情報処理装置。 (Appendix 10)
A database of first registration information including the first setting information indicating a predetermined attribute and second registration information indicating that the second setting information is not unique information among the plurality of registration information. It also has a database output unit that outputs as
The information processing device according to any one of Supplementary note 1 to 9.
　（付記１１）
　入力情報と、応答情報と、登録者の属性を示す第１設定情報と、前記入力情報又は前記応答情報が前記登録者の属性に対して固有の情報であるか否かを示す第２設定情報と、を含む登録情報を複数個記憶する記憶部を備えるコンピュータにより実行される情報処理方法であって、
　利用者からの応答要求と、前記応答要求の属性とを取得するステップと、
　複数の前記登録情報のうちの、前記応答要求の属性と前記第１設定情報が示す属性とが合致している第１登録情報と、前記第２設定情報が固有の情報ではないことを示している第２登録情報と、を参照することにより、前記応答要求に応じた応答を生成するステップと、
　を備える、情報処理方法。 (Appendix 11)
Input information, response information, first setting information indicating the attributes of the registrant, and second setting information indicating whether or not the input information or the response information is information unique to the attributes of the registrant. An information processing method executed by a computer having a storage unit that stores a plurality of registration information including.
Steps to acquire the response request from the user and the attributes of the response request,
It is shown that the first registration information in which the attribute of the response request and the attribute indicated by the first setting information match among the plurality of registration information and the second setting information are not unique information. By referring to the second registration information, the step of generating a response in response to the response request, and
Information processing method.
　（付記１２）
　入力情報と、応答情報と、登録者の属性を示す第１設定情報と、前記入力情報又は前記応答情報が前記登録者の属性に対して固有の情報であるか否かを示す第２設定情報と、を含む登録情報を複数個記憶する記憶部を備えるコンピュータに、
　利用者からの応答要求と、前記応答要求の属性とを取得するステップと、
　複数の前記登録情報のうちの、前記応答要求の属性と前記第１設定情報が示す属性とが合致している第１登録情報と、前記第２設定情報が固有の情報ではないことを示している第２登録情報と、を参照することにより、前記応答要求に応じた応答を生成するステップと、
　を備える情報処理方法を実行させるためのプログラムが記憶された記憶媒体。 (Appendix 12)
Input information, response information, first setting information indicating the attributes of the registrant, and second setting information indicating whether or not the input information or the response information is information unique to the attributes of the registrant. In a computer equipped with a storage unit that stores a plurality of registration information including
Steps to acquire the response request from the user and the attributes of the response request,
It is shown that the first registration information in which the attribute of the response request and the attribute indicated by the first setting information match among the plurality of registration information and the second setting information are not unique information. By referring to the second registration information, the step of generating a response in response to the response request, and
A storage medium in which a program for executing an information processing method is stored.
　１　　　　　　　　　　　　　　　　　　　　サーバ
　２　　　　　　　　　　　　　　　　　　　　端末
　３　　　　　　　　　　　　　　　　　　　　情報処理装置
　１０１　　　　　　　　　　　　　　　　　　ＣＰＵ
　１０２　　　　　　　　　　　　　　　　　　ＲＡＭ
　１０３　　　　　　　　　　　　　　　　　　ＲＯＭ
　１０４　　　　　　　　　　　　　　　　　　ＨＤＤ
　１０５　　　　　　　　　　　　　　　　　　通信Ｉ／Ｆ
　１０６　　　　　　　　　　　　　　　　　　入力装置
　１０７　　　　　　　　　　　　　　　　　　出力装置
　１１１　　　　　　　　　　　　　　　　　　登録部
　１１２、３０２　　　　　　　　　　　　　　取得部
　１１３、３０３　　　　　　　　　　　　　　応答生成部
　１１４　　　　　　　　　　　　　　　　　　評価受付部
　１１５　　　　　　　　　　　　　　　　　　データベース出力部
　１１６、３０１　　　　　　　　　　　　　　記憶部
　１２０　　　　　　　　　　　　　　　　　　ＱＡ登録画面
　１２１　　　　　　　　　　　　　　　　　　テキスト表示領域
　１２２、１２３、１２４、１２９、１３５　　テキストボックス
　１２５、１２６、１２７、１２８　　　　　　コンボボックス
　１３０　　　　　　　　　　　　　　　　　　チャット画面
　１３１、１３２、１３３、１３４　　　　　　吹き出し
　１３６、１３７、１３８、１３９　　　　　　ボタン
　ＮＷ　　　　　　　　　　　　　　　　　　　ネットワーク 1 server 2 terminal 3 information processing device 101 CPU
102 RAM
103 ROM
104 HDD
105 Communication I / F
106 Input device 107 Output device 111 Registration unit 112, 302 Acquisition unit 113, 303 Response generation unit 114 Evaluation reception unit 115 Database output unit 116, 301 Storage unit 120 QA registration screen 121 Text display area 122, 123, 124, 129, 135 Text box 125, 126, 127, 128 Combo box 130 Chat screen 131, 132, 133, 134 Callout 136, 137, 138, 139 Button NW network

Claims (12)

  1. 　入力情報と、応答情報と、登録者の属性を示す第１設定情報と、前記入力情報又は前記応答情報が前記登録者の属性に対して固有の情報であるか否かを示す第２設定情報と、を含む登録情報を複数個記憶する記憶部と、
    　利用者からの応答要求と、前記応答要求の属性とを取得する取得部と、
    　複数の前記登録情報のうちの、前記応答要求の属性と前記第１設定情報が示す属性とが合致している第１登録情報と、前記第２設定情報が固有の情報ではないことを示している第２登録情報と、を参照することにより、前記応答要求に応じた応答を生成する応答生成部と、
    　を備える、情報処理装置。     Input information, response information, first setting information indicating the attribute of the registrant, and second setting information indicating whether or not the input information or the response information is information unique to the attribute of the registrant. A storage unit that stores a plurality of registration information including
    An acquisition unit that acquires the response request from the user and the attributes of the response request,
    It is shown that the first registration information in which the attribute of the response request and the attribute indicated by the first setting information match among the plurality of registration information and the second setting information are not unique information. A response generation unit that generates a response in response to the response request by referring to the second registration information that is provided.
    Information processing device.
  2. 　前記登録者による前記登録情報の入力を受け付ける登録部を更に備え、
    　前記登録部は、前記応答情報が前記登録者の属性に対して固有の情報であるか否かを前記登録者に入力させることにより、前記第２設定情報の入力を受け付ける、
    　請求項１に記載の情報処理装置。     Further provided with a registration unit that accepts the input of the registration information by the registrant.
    The registration unit accepts the input of the second setting information by causing the registrant to input whether or not the response information is information unique to the attribute of the registrant.
    The information processing device according to claim 1.
  3. 　前記登録部は、前記登録者のログインＩＤ（Identifier）を参照することにより、前記第１設定情報を取得する、
    　請求項２に記載の情報処理装置。     The registration unit acquires the first setting information by referring to the login ID (Identifier) of the registrant.
    The information processing device according to claim 2.
  4. 　前記取得部は、前記利用者のログインＩＤを参照することにより、前記応答要求の属性を取得する、
    　請求項１乃至３のいずれか１項に記載の情報処理装置。     The acquisition unit acquires the attribute of the response request by referring to the login ID of the user.
    The information processing device according to any one of claims 1 to 3.
  5. 　前記応答生成部により生成された応答の評価の入力を受け付ける評価受付部を更に備える、
    　請求項１乃至４のいずれか１項に記載の情報処理装置。     An evaluation reception unit that accepts an input for evaluation of the response generated by the response generation unit is further provided.
    The information processing device according to any one of claims 1 to 4.
  6. 　前記評価は、前記登録情報と対応付けて前記記憶部に記憶される、
    　請求項５に記載の情報処理装置。     The evaluation is stored in the storage unit in association with the registration information.
    The information processing device according to claim 5.
  7. 　前記応答生成部は、前記利用者が入力したテキストと前記入力情報のテキストとの比較結果に基づいて前記入力情報に対応する前記応答情報を選択することにより、応答を生成する、
    　請求項１乃至６のいずれか１項に記載の情報処理装置。     The response generation unit generates a response by selecting the response information corresponding to the input information based on the comparison result between the text input by the user and the text of the input information.
    The information processing device according to any one of claims 1 to 6.
  8. 　前記登録情報は、前記入力情報又は前記応答情報が前記登録者の所属している組織向けのものであるか否かを示す第３設定情報を更に含む、
    　請求項１乃至７のいずれか１項に記載の情報処理装置。     The registration information further includes a third setting information indicating whether or not the input information or the response information is for the organization to which the registrant belongs.
    The information processing device according to any one of claims 1 to 7.
  9. 　前記登録情報は、前記入力情報又は前記応答情報の種別を示す第４設定情報を更に含む、
    　請求項１乃至８のいずれか１項に記載の情報処理装置。     The registration information further includes a fourth setting information indicating the type of the input information or the response information.
    The information processing device according to any one of claims 1 to 8.
  10. 　複数の前記登録情報のうちの、所定の属性を示す前記第１設定情報を含む第１登録情報と、前記第２設定情報が固有の情報ではないことを示している第２登録情報とをデータベースとして出力するデータベース出力部を更に備える、
    　請求項１乃至９のいずれか１項に記載の情報処理装置。     A database of first registration information including the first setting information indicating a predetermined attribute and second registration information indicating that the second setting information is not unique information among the plurality of registration information. It also has a database output unit that outputs as
    The information processing device according to any one of claims 1 to 9.
  11. 　入力情報と、応答情報と、登録者の属性を示す第１設定情報と、前記入力情報又は前記応答情報が前記登録者の属性に対して固有の情報であるか否かを示す第２設定情報と、を含む登録情報を複数個記憶する記憶部を備えるコンピュータにより実行される情報処理方法であって、
    　利用者からの応答要求と、前記応答要求の属性とを取得するステップと、
    　複数の前記登録情報のうちの、前記応答要求の属性と前記第１設定情報が示す属性とが合致している第１登録情報と、前記第２設定情報が固有の情報ではないことを示している第２登録情報と、を参照することにより、前記応答要求に応じた応答を生成するステップと、
    　を備える、情報処理方法。     Input information, response information, first setting information indicating the attributes of the registrant, and second setting information indicating whether or not the input information or the response information is information unique to the attributes of the registrant. An information processing method executed by a computer having a storage unit that stores a plurality of registration information including.
    Steps to acquire the response request from the user and the attributes of the response request,
    It is shown that the first registration information in which the attribute of the response request and the attribute indicated by the first setting information match among the plurality of registration information and the second setting information are not unique information. By referring to the second registration information, the step of generating a response in response to the response request, and
    Information processing method.
  12. 　入力情報と、応答情報と、登録者の属性を示す第１設定情報と、前記入力情報又は前記応答情報が前記登録者の属性に対して固有の情報であるか否かを示す第２設定情報と、を含む登録情報を複数個記憶する記憶部を備えるコンピュータに、
    　利用者からの応答要求と、前記応答要求の属性とを取得するステップと、
    　複数の前記登録情報のうちの、前記応答要求の属性と前記第１設定情報が示す属性とが合致している第１登録情報と、前記第２設定情報が固有の情報ではないことを示している第２登録情報と、を参照することにより、前記応答要求に応じた応答を生成するステップと、
    　を備える情報処理方法を実行させるためのプログラムが記憶された記憶媒体。     Input information, response information, first setting information indicating the attributes of the registrant, and second setting information indicating whether or not the input information or the response information is information unique to the attributes of the registrant. In a computer equipped with a storage unit that stores a plurality of registration information including
    Steps to acquire the response request from the user and the attributes of the response request,
    It is shown that the first registration information in which the attribute of the response request and the attribute indicated by the first setting information match among the plurality of registration information and the second setting information are not unique information. By referring to the second registration information, the step of generating a response in response to the response request, and
    A storage medium in which a program for executing an information processing method is stored.
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JP2013250931A (en) * 2012-06-04 2013-12-12 Canon Inc Information acquisition system, program, server, and information acquisition method

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