Information processor and information processing method and program

Abstract

To present information desired by a user efficiently.SOLUTION: An information processor comprises extraction means for extracting a question and an answer from a document, search means for searching for the document and the extracted question and answer using a search query received from a user, and display control means for displaying the document searched by the search means and controlling to display the question and the answer searched by the search means in association with the document from which the question and the answer are extracted.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to an information processing device, an information processing method, and a program. [Background technology]

[0002] In recent years, systems for managing operational tasks have become common in call centers and product support. Questions from customers that arise during operational tasks and the answers to those questions are accumulated and compiled as FAQs (frequently asked questions and answers), and are used in FAQ searches and chatbots.

[0003] However, for internal business operations at companies and other organizations, it is difficult from a cost perspective to assign dedicated personnel to a help desk or call center, and since the targets are diverse, it is not rare for each business department to take on the role of a help desk. For this reason, even if FAQs for business operations are created, they are created by each department in charge, and there are few cases where they are managed uniformly across the entire organization. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Application Publication No. 11-3335 DISCLOSURE OF THEINVENTION [Problem to be solved by the invention]

[0005] Patent Document 1 discloses a method for identifying and extracting question and answer parts from a document, correlating the extracted question and answer parts and storing them in a database, and searching the database for answers to questions received from users and outputting them.

[0006] The search in the technology disclosed in Patent Document 1 collects knowledge organized as FAQs and uses them as the search target, and has the problem that it is not possible to obtain useful information that is not organized as FAQs.

[0007] Therefore, an object of the present invention is to provide a mechanism for efficiently presenting information desired by a user. [Means for solving the problem]

[0008] The present invention includes an extraction means for extracting questions and answers from a document; a search means for performing a search on the documents and the extracted questions and answers using a search query received from a user; a display control means for controlling display of documents searched by said search means and displaying the questions and answers searched by said search means in association with the documents from which the questions and answers were extracted; The present invention is characterized by comprising: Effect of the Invention

[0009] According to the present invention, it is possible to provide a mechanism for efficiently presenting information desired by a user. [Brief description of the drawings]

[0010] [Figure 1] 1 is a diagram illustrating an example of a system configuration of an FAQ collection and search device according to an embodiment of the present invention. [Diagram 2] 1 is a block diagram showing an example of the hardware configuration of an FAQ collection and search device, a document management device, and an FAQ search terminal in an embodiment of the present invention. [Diagram 3] 1 is a diagram illustrating an example of a functional configuration of an FAQ collection and search device according to an embodiment of the present invention. [Figure 4] 11 is a flowchart showing an example of a process for constructing a document / FAQ search index in an embodiment of the present invention. [Diagram 5] FIG. 2 is a diagram illustrating an example of a configuration of a document storage area in the embodiment of the present invention. [Figure 6] 11 is a flowchart showing an example of a process for extracting FAQs from a document in the embodiment of the present invention. [Figure 7] FIG. 2 is a diagram showing an example of a regular expression for determining question and answer labels of a question and an answer in an embodiment of the present invention. [Figure 8] FIG. 2 is a diagram showing an example of a document from which questions and answers are extracted in the embodiment of the present invention. [Figure 9] FIG. 2 is a diagram showing an example of a document / FAQ search index in the embodiment of the present invention. [Figure 10] 11 is a flowchart illustrating an example of a search process in the embodiment of the present invention. [Figure 11] FIG. 11 is a diagram showing an example of a search screen in the embodiment of the present invention. [Figure 12] FIG. 11 is a diagram showing an example of a search result in the embodiment of the present invention. [Figure 13] FIG. 11 is a diagram showing an example of an aggregated result of aggregating search results in the embodiment of the present invention. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0011] 1 is a diagram showing an example of a system configuration of an FAQ collection and search device in an embodiment of the present invention. The FAQ collection and search device 100 is configured to be connected to a document management device 110 and an FAQ search terminal 120 via a network.

[0012] The document management device 110 provides a function for publishing various documents on an intranet or the Internet for the purpose of sharing information.

[0013] The FAQ collection and search device 100 provides a function of extracting and searching parts that become questions and answers from a collection of documents managed by the document management device 110. The FAQ search terminal 120 sends a search request to the FAQ collection and search device 100 and displays the results of the search request.

[0014] FIG. 2 is a block diagram showing an example of a hardware configuration of an information processing device applicable as the server device 101 or the client terminal 102 of the present invention.

[0015] As shown in FIG. 2, the information processing device has a CPU (Central Processing Unit) 201, a ROM (Read Only Memory) 202, a RAM (Random Access Memory) 203, a storage device 204, an input controller 205, an audio controller 206, a video controller 207, a memory controller 208, and a communication I / F controller 209 connected via a system bus 200.

[0016] The CPU 201 comprehensively controls each device and controller connected to the system bus 200 .

[0017] ROM 202 or external memory 213 holds the BIOS (Basic Input / Output System) and OS (Operating System), which are control programs executed by CPU 201, computer-readable and executable programs for realizing this information processing method, and various necessary data (including data tables).

[0018] The RAM 203 functions as a main memory, a work area, etc., for the CPU 201. The CPU 201 loads programs and the like required for executing processes from the ROM 202 or the external memory 213 into the RAM 203, and executes the loaded programs to realize various operations.

[0019] The input controller 205 controls input from an input device such as a keyboard 210 or a pointing device such as a mouse (not shown). If the input device is a touch panel, the user can give various instructions by pressing (touching with a finger or the like) icons, cursors, or buttons displayed on the touch panel.

[0020] The touch panel may be a touch panel capable of detecting positions touched by multiple fingers, such as a multi-touch screen.

[0021] The video controller 207 controls display on an external output device such as a display 212. The display also includes the display of a notebook computer integrated with the main body. Note that the external output device is not limited to a display, and may be, for example, a projector. In addition, for the device capable of receiving the above-mentioned touch operation, an input device is also provided.

[0022] The video controller 207 is capable of controlling a video memory (VRAM) for display control, and can use part of the RAM 203 as the video memory area, or can provide a separate dedicated video memory.

[0023] The memory controller 208 controls access to the external memory 213. As the external memory, an external storage device (hard disk) for storing a boot program, various applications, font data, user files, edit files, and various data, a flexible disk (FD), or a compact flash (registered trademark) memory connected to a PCMCIA card slot via an adapter, etc., can be used.

[0024] The communication I / F controller 209 connects and communicates with external devices via a network, and executes communication control processing on the network. For example, communication using TCP / IP, telephone lines such as ISDN, and communication using 4G and 5G lines for mobile phones are possible.

[0025] The CPU 201 enables display on the display 212 by, for example, executing a process of expanding (rasterizing) an outline font in a display information area in the RAM 203. The CPU 201 also enables a user to give instructions using a mouse cursor (not shown) or the like on the display 212.

[0026] FIG. 3 is a diagram showing the functions of the information processing system of the present invention.

[0027] The document collection processing unit 301 has a function of collecting documents from a document collection 310 of the document management device 110 and storing them in a document storage area 302 .

[0028] The FAQ extraction processing unit 303 has a function of extracting questions and answers from documents stored in the document storage area 302 and performing an index construction process to make the questions and answers searchable.

[0029] The search processing unit 304 has a function of performing search processing using the document / FAQ search index 502 in response to a search request received from a user via the browser 320 of the FAQ search terminal 120 .

[0030] Next, the process executed by the FAQ extraction processor 303 in the embodiment of the present invention will be described with reference to the flowchart in FIG.

[0031] The flowchart in FIG. 4 is a process in which the CPU 201 of the FAQ collection and search device 100 reads out and executes a predetermined control program, and is a flowchart showing an index construction process in which the document collection processing unit 301 extracts questions and answers from documents collected from the document management device 110 and stored in the document storage table 501 in the document storage area 302, and makes them searchable.

[0032] There is no particular provision for the method by which the document collection processing unit 301 acquires documents from the document management device 110. Management information of the document management system may be used, or links within a document may be recursively crawled starting from a specific page.

[0033] In step S401, the FAQ extraction processor 303 starts a repeat process up to step S405 for the acquired document.

[0034] In step S402, the FAQ extraction processing unit 303 extracts the title and text from the document to be processed, and registers them together with the bibliographic information in the document / FAQ search index 502 in the document storage area 302. "Document" is added as the record type to the bibliographic information.

[0035] In step S403, the FAQ extraction processor 303 extracts questions and answers from the document to be processed. The process of extracting questions and answers will be described later.

[0036] In step S404, the FAQ extraction processing unit 303 registers the question and answer extracted in step S403 as the title and the answer as the body together with the bibliographic information in the document / FAQ search index 502. "FAQ" is added to the bibliographic information as the record type, and the document title is added as the context.

[0037] In step S405, if there is still a document to be processed, the FAQ extraction processing unit 303 repeats the process from step S401, or if there is no document to be processed, ends the process.

[0038] Next, the FAQ extraction process in step S403 will be described with reference to the flowchart in FIG. In the embodiment of the present invention, an example is shown in which questions and answers are extracted from text extracted from documents of various formats. However, it is also possible to specify a document structure for each document according to its format, and to extract questions and answers according to the document structure.

[0039] In step S601, the FAQ extraction processor 303 initializes the return area.

[0040] In step S602, the FAQ extraction processor 303 initializes a temporary area.

[0041] In step S603, the FAQ extraction processor 303 starts a repeat process up to step S612 for the lines of the document to be processed.

[0042] In step S604, if the target line is blank or matches the question label condition, the FAQ extraction processor 303 moves the process to step S605. If the target line is not blank and does not match the question label condition, the process moves to step S608. A regular expression 701 in FIG. 7 shows an example of a question label condition.

[0043] In step S605, if the temporary area is empty, the FAQ extraction processor 303 moves the process to step S607, or if the temporary area is not empty, the process to step S606.

[0044] In step S606, the FAQ extraction processor 303 saves the question and answer stored in the temporary area in the return area and initializes the temporary area. If there is no answer or question, the question and answer are not saved in the return area and the temporary area is initialized.

[0045] In step S607, the FAQ extraction processing unit 303 extracts a question from the line and adds it to the question in the temporary area. If a question cannot be extracted, such as in a blank line, nothing is done.

[0046] In step S608, if the target line matches the answer label condition, the FAQ extraction processor 303 proceeds to step S609. If the target line does not match the answer label condition, the FAQ extraction processor 303 proceeds to step S610. An example of the answer label condition is shown in the regular expression 702 in FIG.

[0047] In step S609, the FAQ extraction processing unit 303 extracts an answer sentence from the line and adds it to the answer sentence in the temporary area. If an answer sentence cannot be extracted, nothing is done.

[0048] In step S610, if the temporary area is empty, the FAQ extraction processor 303 moves the process to step S612, whereas if the temporary area is not empty, the process to step S611.

[0049] In step S611, the FAQ extraction processor 303 adds a line to the end of the temporary area. If there is no answer in the temporary area, the question becomes the end and is added to the question. If there is an answer in the temporary area, the answer becomes the end and is added to the answer.

[0050] In step S612, if there are still rows to be processed, the FAQ extraction processor 303 repeats the process from step S603, or if there are no more rows to be processed, the process ends.

[0051] In step S613, the FAQ extraction processing unit 303 returns the question and answer in the return area to the caller.

[0052] Next, as a specific example of the index construction process, a case will be described in which the index construction process shown in FIG. 4 is performed on documents stored in the document storage table 501 shown in FIG.

[0053] In step S401, the FAQ extraction processor 303 starts repeated processing for the document 801 up to step S405.

[0054] In step S402, the FAQ extraction processor 303 extracts the file name "XX-200 User's ID" from the file path 804 of the document 801 to be processed as a title, and extracts the text from the entity of the file path 804. Note that the subject of the title extraction is not limited to the file name, and a character string that satisfies a predetermined condition, such as a character string written at the beginning of a file, may be extracted as the title. In addition, when registering by section as described later, a title is extracted for each section.

[0055] The extracted title and text, the document ID 802 of the document 801, and the URL 803 indicating the source are treated as bibliographic information, and the record is given the "type" of "document" and registered in the document / FAQ search index 502 shown in FIG. 9 (901).

[0056] In step S403, the FAQ extraction processing unit 303 executes the FAQ extraction process shown in FIG. 6 for the document 801 to be processed, and extracts questions and answers.

[0057] In step S601, the FAQ extraction processor 303 initializes the return area. In step S602, the FAQ extraction processor 303 initializes a temporary area.

[0058] In step S603, the FAQ extraction processor 303 starts repeating the process up to step S612 for the line 811 of the document 810.

[0059] In step S604, the FAQ extraction processor 303 determines that the target line 811 is not a blank line and does not match the question label condition 701, and therefore moves the process to step S608.

[0060] In step S608, since the target line 811 does not match the answer label condition 702, the FAQ extraction processor 303 moves the process to step S610.

[0061] In step S610, since the temporary area is empty, the FAQ extraction processing unit 303 advances the process to step S612.

[0062] In step S612, since there are still rows to be processed, the FAQ extraction processor 303 repeats the process from step S603.

[0063] The same process is repeated up to row 812.

[0064] In step S603, the FAQ extraction processor 303 starts the repeated process up to step S612 for the line 812 of the document 801.

[0065] In step S604, since the target line 812 matches the question label condition 701 (813), the FAQ extraction processor 303 moves the process to step S605.

[0066] In step S605, since the temporary area is empty, the FAQ extraction processing unit 303 advances the process to step S607.

[0067] In step S607, the FAQ extraction processing unit 303 extracts the question "What types of lenses can be used?" from the row 812 and adds it to the temporary area as a question.

[0068] In step S612, since there is still a line 814 to be processed, the FAQ extraction processor 303 repeats the process from step S603.

[0069] In step S603, the FAQ extraction processor 303 starts the repeated process up to step S612 for the line 814 of the document 801.

[0070] In step S604, the FAQ extraction processor 303 determines that the target line 814 is not a blank line and does not match the question label condition 701, and therefore moves the process to step S608.

[0071] In step S608, the FAQ extraction processor 303 determines that the target line 814 matches the answer label condition 702 (815), and therefore moves the process to step S609.

[0072] In step S609, the FAQ extraction processor 303 extracts the answer "The S series and M series can be used as is" from line 813 and adds it to the temporary area as an answer.

[0073] In step S612, since there is still a line 816 to be processed, the FAQ extraction processor 303 repeats the process from step S603.

[0074] In step S603, the FAQ extraction processor 303 starts the repeated process up to step S612 for the line 816 of the document 810.

[0075] In step S604, the FAQ extraction processor 303 determines that the target line 816 is not a blank line and does not match the question label condition 701, and therefore proceeds to step S608.

[0076] In step S608, since the target line 816 does not match the answer label condition 702, the FAQ extraction processor 303 moves the process to step S610.

[0077] In step S610, since the temporary area is not empty, the FAQ extraction processing unit 303 advances the process to step S611.

[0078] In step S611, since the answer text exists in the temporary area, the FAQ extraction processing unit 303 adds "The R series can be used by using an adapter" to the answer text.

[0079] In step S612, since there is still a line 817 to be processed, the FAQ extraction processor 303 repeats the process from step S603.

[0080] In step S603, the FAQ extraction processor 303 starts the repeated process up to step S612 for the line 817 of the document 801.

[0081] In step S604, since the target line is a blank line, the FAQ extraction processing unit 303 advances the process to step S605.

[0082] In step S605, since the temporary area is not empty, the FAQ extraction processing unit 303 advances the process to step S606.

[0083] In step S606, the FAQ extraction processor 303 saves the question and answer stored in the temporary area in the return area, and initializes the temporary area.

[0084] In step S607, the FAQ extraction processor 303 attempts to extract a question from line 817, but since it is a blank line and a question cannot be extracted, nothing is done.

[0085] Similar steps are repeated thereafter, and the questions and answers are extracted from lines 818 and 819, respectively, and stored in the return area, and the process proceeds to step S612.

[0086] In step S613, the FAQ extraction processing unit 303 returns the FAQ in the return area to step S403.

[0087] In step S404, the FAQ extraction processing unit 303 registers the question and answer extracted in step S403 as the title and the answer as the body, together with the bibliographic information, in the document FAQ search index 502. "FAQ" is added to the bibliographic information as the record type, and the document title "XX-200 User's Guide" is added as the context (902 to 904).

[0088] In step S405, since there is still a document 805 to be processed, the FAQ extraction processor 303 repeats the process from step S401.

[0089] The same process is then repeated to build an index, enabling full-text searches of the context, title, and text.

[0090] Next, the process executed by the search processor 304 in the embodiment of the present invention will be described with reference to the flowchart of FIG.

[0091] The flowchart in FIG. 10 is a process in which the CPU 201 of the FAQ collection and search device 100 reads out and executes a predetermined control program, and is a flowchart showing a search process using the document / FAQ search index 502 in response to a search request from the browser 320 of the FAQ search terminal 120.

[0092] In step S1001, the search processing unit 304 displays a search screen on the browser 320 and acquires a search query.

[0093] In step S1002, the search processing unit 304 executes a search on the document / FAQ search index 502 using the search query received in step S1001, and obtains search results.

[0094] In an embodiment of the present invention, a search calculates a score for each of the "title," "text," and "context" of a record registered in the document / FAQ search index 502 based on the degree of match with the search query, and the sum of the obtained scores is regarded as the score for the entire record, and the search results are sorted in order of score.

[0095] In step S1003, the search processing unit 304 aggregates the search results acquired in step S1002 by document ID. The aggregated search result documents are sorted in order of their scores after aggregation. The score for the aggregated document is set to the maximum score for the aggregated records.

[0096] In step S1004, the search processing unit 304 displays the search results aggregated in step S1003 in sorted order. If the type of the records included in the aggregated results is "FAQ," the FAQ is highlighted.

[0097] Next, as a specific example of the search process, a case where the search process shown in FIG. 10 is performed on the document / FAQ search index 502 shown in FIG. 9 will be described.

[0098] In step S1001, the search processing unit 304 displays a search screen 1101 shown in FIG.

[0099] When the user inputs "XX-200 R-100mmF4.0 usable" as a search query and presses the search button 1102, the search processing unit 304 acquires "XX-200 R-100mmF4.0 usable" as the search query.

[0100] In step S1002, the search processing unit 304 executes a search on the document / FAQ search index 502 using the search query "XX-200 R-100mmF4.0 usable" received in step S1001, and obtains a search result 1201 shown in FIG.

[0101] In step S1003, the search processing unit 304 aggregates the search results 1201 acquired in step S1002 by document ID. The aggregated results are shown in FIG.

[0102] The document IDs of records 1202 and 1203 in the search result 1201 are the same, "1," and are aggregated into the search result document in the aggregated result 1301.

[0103] In step S1004, the search processing unit 304 displays the search results collected in step S1003 in a search result display area 1103, as shown in FIG.

[0104] As shown in FIG. 11, the search result display area 1103 displays information indicating the searched document (e.g., “XX-200 User’s Guide”) in association with questions and answers extracted from the document (e.g., “What lenses can be used?”).

[0105] For searched documents, a snippet (a part of the document or a summary) showing the contents of the document is displayed, and for questions and answers, the full text is displayed. If the entire document is short (e.g., less than a specified number of characters), the full text may be displayed instead of a snippet, and if the questions and answers are long (e.g., more than a specified number of characters), a snippet may be displayed instead of the full text. When displaying a snippet, it is preferable to display the characters before and after the string that matches the search query.

[0106] In addition, documents displayed as search results are displayed in order of highest search score, and questions and answers within the same document (only one question and answer are displayed in Figure 11, but if there are multiple questions and answers within a document, those multiple questions and answers will be displayed in order of highest search score) will also be displayed in order of highest search score.

[0107] In addition, in the aggregation result 1301, a record 1302 whose type is "FAQ" is highlighted (1104).

[0108] In the embodiment of the present invention, the score at the time of a search is described as being the sum of each element, but it may also be configured to use ranking learning so that questions and answers are ranked at the top when the extracted FAQ question text (or question text and answer text) are regarded as a search query.

[0109] In this way, by including other documents contained in the document set from which questions and answers were extracted in the search, and by giving priority to and explicitly displaying the question and answer when the search terms match the question and answer, it becomes possible to simultaneously search for not only organized questions and answers, but also unorganized questions and answers, and useful information that has not yet been organized into questions and answers.

[0110] In addition, in the embodiment of the present invention, documents other than questions and answers are described as being configured to treat the entire document as a single record, but documents may also be configured to be divided into components such as sections, and the components treated as records.

[0111] Although the embodiment has been described above, the present invention can be embodied, for example, as a system, an apparatus, a method, a program, or a recording medium, etc. Specifically, the present invention may be applied to a system composed of multiple devices, or may be applied to an apparatus composed of a single device.

[0112] Moreover, the program of the present invention is a program that enables a computer to execute the processing method of the flowchart shown in Fig. 3, and the storage medium of the present invention stores a program that enables a computer to execute the processing method of Fig. 3. The program of the present invention may be a program for each processing method of each device in Fig. 3.

[0113] As described above, it goes without saying that the object of the present invention can be achieved by supplying a recording medium on which a program that realizes the functions of the above-mentioned embodiments is recorded to a system or device, and having the computer (or CPU or MPU) of that system or device read and execute the program stored on the recording medium.

[0114] In this case, the program itself read out from the recording medium will realize the novel functions of the present invention, and the recording medium on which the program is recorded will constitute the present invention.

[0115] Examples of recording media for supplying the program include flexible disks, hard disks, optical disks, magneto-optical disks, CD-ROMs, CD-Rs, DVD-ROMs, magnetic tapes, non-volatile memory cards, ROMs, EEPROMs, silicon disks, etc.

[0116] Furthermore, it goes without saying that the functions of the above-mentioned embodiments are not only realized by the computer executing a program it has read, but also includes cases where an OS (operating system) running on the computer performs some or all of the actual processing based on the instructions of the program, and the functions of the above-mentioned embodiments are realized through that processing.

[0117] Furthermore, it goes without saying that this also includes cases where a program read from a recording medium is written into a memory provided on a function expansion board inserted into a computer or a function expansion unit connected to a computer, and then a CPU or the like provided on the function expansion board or function expansion unit performs some or all of the actual processing based on the instructions of the program code, thereby realizing the functions of the above-mentioned embodiments.

[0118] The present invention may be applied to a system consisting of multiple devices, or to an apparatus consisting of a single device. Needless to say, the present invention can also be applied to a case where the object is achieved by supplying a program to a system or apparatus. In this case, the effect of the present invention can be enjoyed by the system or apparatus by reading a recording medium storing a program for achieving the present invention into the system or apparatus.

[0119] Furthermore, by downloading and reading a program for achieving the present invention from a server, database, etc. on a network using a communication program, the system or device can enjoy the effects of the present invention. Note that the present invention also includes configurations that combine the above-mentioned embodiments and their modified examples. [Explanation of symbols]

[0120] 100 FAQ collection and search device 110 Document management device 120 FAQ search terminal 130 LAN

Claims

1. A receiving means for receiving a search query from a user; a search means for searching questions and answers contained in documents using the search query; a display control means for controlling the display of the questions and answers retrieved by the search means in association with documents containing the questions and answers; An information processing device comprising:

2. The search means further performs a search on documents, 2. The information processing apparatus according to claim 1, wherein said display control means displays the document searched by said search means.

3. 2. The information processing apparatus according to claim 1, wherein the display control means controls display of the entire text of the searched questions and answers in association with documents containing the questions and answers.

4. 4. The information processing apparatus according to claim 3, wherein the display control means controls the display so that the contents of the document including the searched question and answer are displayed as snippets.

5. a calculation means for calculating a search score indicating a degree of match between the search query and a search target, 2. The information processing apparatus according to claim 1, wherein the display control means controls the display of documents that include questions and answers with high search scores with priority.

6. 6. The information processing apparatus according to claim 5, wherein the information processing apparatus controls to display, with priority, questions and answers with high search scores among the questions and answers contained in the documents displayed as the search results.

7. 2. The information processing apparatus according to claim 1, wherein the document is a section of one document file that is specified by a predetermined condition.

8. Further comprising: an extraction means for extracting questions and answers from the document; 2. The information processing apparatus according to claim 1, wherein the search means uses the search query to search the documents and questions and answers extracted from the documents.

9. The information processing device described in Claim 1, characterized in that the display control means displays the questions and answers searched by the search means in an emphasized manner.

10. a receiving step in which a receiving means of the information processing device receives a search query from a user; a search step in which a search means of the information processing device searches for questions and answers contained in documents using the search query; a display control step of controlling a display control means of the information processing device to display the questions and answers retrieved by the retrieval step in association with documents containing the questions and answers; 10. A method for controlling an information processing device, comprising:

11. A program for causing at least one computer to function as each of the means of an information processing device described in any one of claims 1 to 9.

Images