Information processing method, information processing system, and program

Abstract

To provide an information processing method for efficiently detecting a problem occurring in a company or a user.SOLUTION: An information processing method causes a computer to: acquire a first log data group including a plurality of first log data, a second log data group including a plurality of second log data being a different type from the plurality of first log data, and a support content data group including a plurality of support content data; extract first log data and second log data including first keyword information corresponding to one support content datum in the support content data group, from the first log data group and the second log data group to generate integrated data; and extract problem keyword information that causes a problem out of the plurality of pieces of first keyword information included in the integrated data based on a numerical relation between the support content data and at least any of the first log data and the second log data.SELECTED DRAWING: Figure 1

Description

[Technical field]

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

[0002] In order to solve problems that arise between a company or a customer, communication may be conducted between the company and the customer. Also, in order to improve business efficiency, support content (also called support content data) may be provided so that customers can solve problems without directly interacting with the company. One example of support content data is FAQ (Frequently Asked Questions).

[0003] Furthermore, for the purpose of generating the above-mentioned FAQs and improving services, information on communication between companies and customers may be recorded. For example, information on a call between a user and an operator (call log data) is one example. Patent Document 1 discloses the analysis of call log data. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] International Publication No. 2014-141452 Summary of the Invention [Problem to be solved by the invention]

[0005] On the other hand, in addition to call log data, there is also communication information between users (social log data) as information from users regarding problems. However, since call log data and social log data are different types of information, the person in charge must manually obtain and analyze the related information, which is time-consuming and burdensome.

[0006] One of the objects of the present invention is to efficiently detect problems occurring in companies and users. [Means for solving the problem]

[0007] According to one embodiment of the present invention, there is provided an information processing method including: a computer acquiring a first log data group including a plurality of first log data, a second log data group including a plurality of second log data of a different type from the first log data, and a support content data group including a plurality of support content data, extracting first log data and second log data from the first log data group and the second log data group, the first log data and the second log data including first keyword information corresponding to one support content data in the support content data group, to generate integrated data, and extracting problematic keyword information from the plurality of first keyword information included in the integrated data based on a numerical relationship between the support content data and at least one of the first log data and the second log data.

[0008] In the above information processing method, problem information for the problem keyword information may be generated based on a relationship between a proportion of support content data in the support content data group that corresponds to the problem keyword information, a proportion of first log data in the first log data group that corresponds to the problem keyword information, and a proportion of second log data in the second log data group that corresponds to the problem keyword information.

[0009] In the above information processing method, first priority information for the problem keyword information may be generated based on a relationship between a proportion of support content data in the support content data group that corresponds to the problem keyword information, a proportion of first log data in the first log data group that corresponds to the problem keyword information, and a proportion of second log data in the second log data group that corresponds to the problem keyword information.

[0010] In the above information processing method, when a proportion of support content data corresponding to the problem keyword information in the support content data group is lower than a first threshold value and a proportion of first log data corresponding to the problem keyword information in the first log data group is higher than a second threshold value, first priority information higher than other problem keyword information may be generated.

[0011] In the above information processing method, second priority information for the problem keyword information may be generated based on the number of data items in the first log data for the problem keyword information, and third priority information for the problem keyword information may be generated based on the first priority information and the second priority information.

[0012] In the above information processing method, first keyword information in which a ratio of first log data to the first log data group satisfies a predetermined condition may be excluded from the plurality of first keyword information.

[0013] In the above information processing method, the first keyword information may be updated based on trend information acquired at predetermined intervals.

[0014] In the above information processing method, the first priority information may be generated based on at least one of trend information and user attribute information acquired every predetermined period.

[0015] In the above information processing method, first log data corresponding to second keyword information having a small degree of association with the first keyword information may be excluded from the first log data group.

[0016] In the above information processing method, first log data corresponding to second keyword information having a small degree of association with the first keyword information may be excluded from the first log data group.

[0017] In the above information processing method, the first log data may include one of call log data, social log data, and chat log data, and the second log data may include another one of call log data, social log data, and chat log data.

[0018] According to one embodiment of the present invention, there is provided an information processing system including a control unit that acquires a first log data group including a plurality of first log data, a second log data group including a plurality of second log data of a different type from the first log data, and a support content data group including a plurality of support content data, extracts first log data and second log data from the first log data group and the second log data group, the first log data and the second log data including first keyword information corresponding to one support content data in the support content data group, to generate integrated data, and extracts problematic keyword information from the plurality of first keyword information included in the integrated data based on a numerical relationship between the support content data and at least one of the first log data and the second log data.

[0019] In the above information processing method, the control unit may generate problem information for the problem keyword information based on a relationship between a proportion of support content data in the support content data group that corresponds to the problem keyword information, a proportion of first log data in the first log data group that corresponds to the problem keyword information, and a proportion of second log data in the second log data group that corresponds to the problem keyword information.

[0020] In the above information processing method, the control unit may generate first priority information for the problem keyword information based on a relationship between a proportion of support content data in the support content data group that corresponds to the problem keyword information, a proportion of first log data in the first log data group that corresponds to the problem keyword information, and a proportion of second log data in the second log data group that corresponds to the problem keyword information.

[0021] In the above information processing method, the control unit may generate first priority information that is higher than other problem keyword information when a proportion of support content data in the support content data group that corresponds to the problem keyword information is lower than a first threshold value and a proportion of first log data in the first log data group that corresponds to the problem keyword information is higher than a second threshold value.

[0022] In the above information processing method, the control unit may generate second priority information for the problem keyword information based on a data count of the first log data for the problem keyword information, and generate third priority information for the problem keyword information based on the first priority information and the second priority information.

[0023] In the above information processing method, the control unit may exclude, from the plurality of pieces of first keyword information, first keyword information in which a ratio of first log data to the first log data group satisfies a predetermined condition.

[0024] In the above information processing method, the control unit may update the first keyword information based on trend information acquired at predetermined intervals.

[0025] In the above information processing method, the control unit may generate the first priority information based on at least one of trend information and user attribute information acquired for each predetermined period.

[0026] In the above information processing method, the control unit may exclude, from the first log data group, first log data corresponding to second keyword information having a small degree of association with first keyword information.

[0027] In the above information processing method, the control unit may update the second keyword information based on trend information acquired at predetermined intervals.

[0028] In the above information processing method, the control unit may be configured such that the first log data includes one of call log data, social log data, and chat log data, and the second log data includes another one of call log data, social log data, and chat log data.

[0029] According to one embodiment of the present invention, a program is provided that causes a computer to acquire a first log data group including a plurality of first log data, a second log data group including a plurality of second log data of a different type from the first log data, and a support content data group including a plurality of support content data, extract first log data and second log data from the first log data group and the second log data group, the first log data and the second log data including first keyword information corresponding to one support content data in the support content data group, to generate integrated data, and extract problematic keyword information from the plurality of first keyword information included in the integrated data based on a numerical relationship between the support content data and at least one of the first log data and the second log data. Effect of the Invention

[0030] According to the present invention, problems occurring in companies and users can be efficiently detected. [Brief description of the drawings]

[0031] [Figure 1] FIG. 1 is a diagram illustrating an information integration processing system according to an embodiment of the present invention. [Diagram 2] FIG. 2 is a diagram illustrating the hardware configuration of each device constituting the information integration processing system according to the embodiment of the present invention. [Diagram 3] 4 is a diagram illustrating a software configuration of a control unit of the information integration server according to one embodiment of the present invention. FIG. [Figure 4] FIG. 13 is a diagram showing an excluded keyword table in one embodiment of the present invention. [Diagram 5]FIG. 13 is a diagram showing an integrated keyword table in one embodiment of the present invention. [Figure 6] FIG. 13 is a diagram showing a table associating keywords with log data in one embodiment of the present invention. [Figure 7] FIG. 2 is a diagram showing an integrated data table in one embodiment of the present invention. [Figure 8] FIG. 13 is a diagram showing a ratio data table in one embodiment of the present invention. [Figure 9] FIG. 13 is a diagram showing a response priority table in one embodiment of the present invention. [Figure 10] FIG. 13 is a diagram showing a problem solving data table in one embodiment of the present invention. [Figure 11] FIG. 2 is a flow diagram showing information integration processing of the information integration processing system according to one embodiment of the present invention. [Figure 12] FIG. 2 is a flow diagram showing information integration processing of the information integration processing system according to one embodiment of the present invention. [Figure 13] FIG. 2 is a flow diagram showing information integration processing of the information integration processing system according to one embodiment of the present invention. [Figure 14] FIG. 2 is a flow diagram showing information integration processing of the information integration processing system according to one embodiment of the present invention. [Figure 15] FIG. 2 is a flow diagram showing information integration processing of the information integration processing system according to one embodiment of the present invention. [Figure 16] FIG. 2 is a flow diagram showing information integration processing of the information integration processing system according to one embodiment of the present invention. [Figure 17] FIG. 2 is a flow diagram showing information integration processing of the information integration processing system according to one embodiment of the present invention. [Figure 18] 1 is an integrated data set showing the number and percentage of call log data for each integrated keyword in one embodiment of the present invention. [Figure 19] FIG. 2 is a flow diagram showing information integration processing of the information integration processing system according to one embodiment of the present invention. [Figure 20]1 illustrates an integrated data set and a priority data table in one embodiment of the present invention. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0032] The following embodiments are merely examples of the present invention, and the present invention is not limited to these embodiments. In the drawings referred to in this embodiment, the same or similar reference numerals are used for the same parts or parts having similar functions, and repeated explanations thereof may be omitted.

[0033] First Embodiment An information integration processing system according to a first embodiment of the present invention will be described in detail with reference to the drawings.

[0034] (1-1. Overall configuration of the information integration processing system) 1 is a diagram illustrating an information integration processing system 1 according to a first embodiment of the present invention. The information integration processing system 1 includes an information integration server 10 (information providing device), a call center CC, a web server 30, a user terminal 40, and a company terminal 60.

[0035] A database 15 is connected to the information integration server 10. The call center CC includes a call center server 20, a database 25, and an operator terminal 50. In FIG. 1, one operator terminal 50 is provided, but two or more operator terminals 50 may be provided.

[0036] In FIG. 1, two networks 91 and 93 are shown. The network 91 is a communication network that uses a packet switching method such as the Internet. The network 93 is a public switched telephone network (PSTN) that uses a circuit switching method such as telephone lines. The user terminal 40 is a terminal that is at least capable of making a call and browsing web pages, such as a smartphone, and can be connected to the networks 91 and 93. The network 91 is used for communication using a web browser, and the network 93 is used for communication by telephone. The information integration server 10, the call center server 20, the web server 30, and the company terminal 60 are connected to the network 91.

[0037] The call center CC may be provided with an internal telephone network and a LAN (Local Area Network) (not shown). In the call center CC, the telephone line used for the operator terminal 50 may be controlled by a PBX (Private Branch Exchange) (not shown).

[0038] According to the information integration processing system 1, a user can browse a web page by accessing the web server 30 using the user terminal 40, and can call the call center CC by activating a call command embedded in the web page, and can talk to an operator. According to the information integration processing system 1, a user can input a message to an SNS site by accessing the web server 30. A call record (call log data) between the user and the operator and a message (social log data) input to the SNS are integrated by the information integration server 10 together with support content data for each keyword. The support content data means information that helps the user. In this embodiment, FAQ data is used as the support content data. Furthermore, the information integration server 10 generates problem information based on the integrated data, and also generates a response priority and solution information corresponding to the problem information, and the generated information is displayed on the company terminal 60. The configuration of the information integration processing system for realizing such processing will be described below.

[0039] (1-2. Hardware configuration) FIG. 2 is a diagram illustrating the hardware configuration of each device constituting the information integration processing system 1. As shown in FIG.

[0040] (1-2-1. Information integration server 10) The information integration server 10 includes a control unit 11, a storage unit 12, and a communication unit 13. The control unit 11 is an example of a computer including arithmetic processing circuits such as a CPU (Central Processing Unit), an ASIC (Application Specific Integrated Circuit), and an FPGA (Field Programmable Gate Array). The control unit 11 executes programs stored in the storage unit 12 to realize various functions in the information integration server 10. In this way, processing (information integration processing) by the information integration server 10 in the information integration processing system 1 is performed.

[0041] The storage unit 12 includes a storage device and stores a control program. The storage unit 12 also stores various data used when the control program is executed. The program may be provided in a state recorded on a computer-readable recording medium such as a magnetic recording medium, an optical recording medium, a magneto-optical recording medium, or a semiconductor memory. In this case, the information integration server 10 only needs to include an interface for connecting the recording medium. Here, the storage medium may be defined as a medium separate from the storage unit 12 included in the information integration server 10, or may be a medium used in the storage unit 12.

[0042] The communication unit 13 includes a communication module, and is connected to the network 91 under the control of the control unit 11 to transmit and receive information to and from other devices connected to the network 91. In this example, the communication unit 13 is also connected to a database 15 to transmit and receive information. The information registered in the database 15 will be described later. The communication unit 13 may be connected to the database 15 via the network 91. The information registered in the database 15 may be stored in the storage unit 12. In this case, the database 15 may not exist.

[0043] (1-2-2. Call center server 20) The call center server 20 includes a control unit 21, a storage unit 22, and a communication unit 23. The control unit 21 has a configuration basically similar to that of the above-mentioned control unit 11, and realizes various functions in the call center server 20. As a result, processing by the call center server 20 in the information integration processing system 1 is executed.

[0044] The storage unit 22 has a configuration basically similar to that of the storage unit 12, and the only difference is the contents of the program instructions stored therein, and therefore a description thereof will be omitted. The communication unit 23 has a configuration basically similar to that of the communication unit 13, and the only difference is the connection target, such as connection to a database 25, and therefore a description thereof will be omitted. The database 25 may store user information and call log data. The communication unit 23 may be connected to the database 25 via a network 91. The information registered in the database 25 may be stored in the storage unit 22. In this case, the database 25 may not exist. The various acquired information may be stored in a separately provided database.

[0045] (1-2-3. Web Server 30) The Web server 30 includes a control unit 31, a storage unit 32, and a communication unit 33. The control unit 31 has a configuration basically similar to that of the above-mentioned control unit 11, and realizes various functions in the Web server 30. In this way, processing by the Web server 30 in the information integration processing system 1 is executed.

[0046] The storage unit 32 has a configuration basically similar to that of the storage unit 12, and the only difference is the contents of the program instructions stored therein, so a description thereof will be omitted. The communication unit 33 has a configuration basically similar to that of the communication unit 13, so a description thereof will be omitted.

[0047] (1-2-4. User terminal 40) The user terminal 40 includes a control unit 41, a storage unit 42, a communication unit 43, a display unit 44, an operation unit 45, and a call unit 46. The control unit 41 has a configuration basically similar to that of the above-mentioned control unit 11, and realizes various functions in the user terminal 40. The control unit 41 executes processing in the user terminal 40 in the information integration processing system 1.

[0048] Storage unit 42 has a configuration basically similar to storage unit 12, with the only difference being the contents of the program instructions stored therein, and therefore a description thereof will be omitted. Communication unit 43 has a configuration basically similar to communication unit 13, with the only difference being the connectable networks, and therefore a description thereof will be omitted.

[0049] The display unit 44 includes a display device whose display contents are controlled by the control unit 41. The operation unit 45 includes a touch sensor in this example, and outputs information corresponding to the position operated by the user to the control unit 41. This touch sensor is provided on the display area of ​​the display unit 44. In other words, the display unit 44 and the operation unit 45 configure a touch panel. The call unit 46 includes functions necessary for a telephone, and includes, for example, a speaker that outputs a signal supplied from the control unit 41 as sound, and a microphone that outputs an input sound signal to the control unit 41.

[0050] (1-2-5. Operator terminal 50) The operator terminal 50 includes a control unit 51, a storage unit 52, a communication unit 53, a display unit 54, an operation unit 55, and a call unit 56. The control unit 51 has a configuration basically similar to that of the above-mentioned control unit 11, and realizes various functions in the operator terminal 50. In this way, processing in the operator terminal 50 in the information integration processing system 1 is executed.

[0051] Storage unit 52 has a configuration basically similar to storage unit 12, with the only difference being the contents of the program instructions stored therein, and therefore a description thereof will be omitted. Communication unit 53 has a configuration basically similar to communication unit 13, with the only difference being the connectable networks, and therefore a description thereof will be omitted.

[0052] The display unit 54 includes a display device whose display contents are controlled by the control unit 51. The operation unit 55 includes a keyboard in this example, and outputs information corresponding to a button (position) pressed by the operator's finger to the control unit 51. The call unit 56 is configured with a headset in this example. The call unit 56 includes a speaker that outputs a signal supplied from the control unit 51 as sound, and a microphone that outputs an input sound signal to the control unit 51.

[0053] (1-2-6. Company terminal 60) The company terminal 60 includes a control unit 61, a storage unit 62, a communication unit 63, a display unit 64, and an operation unit 65. The control unit 61 has a configuration basically similar to that of the above-mentioned control unit 11, and realizes various functions in the company terminal 60. The control unit 61 executes processing in the company terminal 60 in the information integration processing system 1.

[0054] The storage unit 62 has a configuration basically similar to that of the storage unit 12, with only the contents of the program commands stored therein being different, and therefore a description thereof will be omitted. The communication unit 63 has a configuration basically similar to that of the communication unit 13, with only the connectable networks being different, and therefore a description thereof will be omitted. The display unit 64 has a configuration basically similar to that of the display unit 44, with only the contents displayed being different, and therefore a description thereof will be omitted. The operation unit 65 has a configuration basically similar to that of the operation unit 45, with only the contents operated being different, and therefore a description thereof will be omitted.

[0055] (1-3. Software configuration of the information integration server) 3 is a diagram showing a software configuration in the control unit 11 of the information integration server 10. The control unit 11 includes an acquisition unit 11a, a data arrangement unit 11b, a data integration unit 11c, an analysis unit 11d, and a generation unit 11e.

[0056] The acquiring unit 11a has a function of acquiring various information from each device. In this example, the FAQ data is stored in the FAQ database 15a. The call log data (first log data) is stored in the call log database 15b. The social log data (second log data) is stored in the social log database 15c. In this embodiment, the multiple FAQ data stored in the FAQ database 15a are also referred to as an FAQ data group. The multiple call log data stored in the call log database 15b are also referred to as a call log data group (first log data group). The multiple social log data stored in the social log database 15c are also referred to as a social log data group (second log data group).

[0057] The data sorting unit 11b has a function of excluding (sorting) data that meets a predetermined condition from the acquired log data. In this example, the data sorting unit 11b excludes call log data or social log data that includes an excluded keyword (second keyword) from the call log data group and the social log data group.

[0058] The data integration unit 11c has a function of integrating FAQ data, call log data, and social log data. In this example, the data integration unit 11c forms an integrated data table by associating the FAQ data, call log data, and social log data with corresponding keywords among a plurality of integrated keywords (first keywords). Specifically, the data integration unit 11c extracts at least one of the first log data and the second log data including an integrated keyword corresponding to one of the FAQ data in the FAQ data group from the call log data group and the social log data group to generate integrated data.

[0059] The analysis unit 11d analyzes the integrated data table based on a predetermined condition. In this example, the ratio of FAQ data, call log data, and social log data for each integrated keyword is calculated, and the analysis is performed by comparing the data ratio with a threshold value. In addition, the analysis unit 11d extracts problematic keyword information that is problematic based on the numerical relationship between the call log data or social log data and the FAQ data from the integrated data.

[0060] The generating unit 11e has a function of generating, from the integrated data table, problem information indicating specific problem contents corresponding to the problem keyword information, response priority information indicating the priority corresponding to the problem, and solution information for the problem.

[0061] (1-4. Various tables) Next, various data tables used in the information integration processing system 1 will be described.

[0062] (1-4-1. Exclusion Keyword Table) FIG. 4 is an excluded keyword table 100. The excluded keywords may be set in advance. As shown in FIG. 4, the excluded keywords may include information such as news, BOT accounts, consecutive posts, retweets, tweets with the same first 20 characters, and promotional tweets. The excluded keywords may be periodically changed based on trend information acquired for each predetermined period. The information integration server 10 determines whether each call log data includes an excluded keyword. If the call log data includes an excluded keyword, the call log data is excluded. The excluded call log data may be stored in the database 15 as it is. By executing this process, genuine user voices can be extracted, and the quality of the data can be improved. As a result, problems can be detected accurately from the acquired data.

[0063] (1-4-2. Integrated Keyword Table) 5 shows the integrated keyword table 200. The integrated keyword table 200 may be set in advance. For example, the integrated keywords (also called "first keywords" or "intermediate keywords") may be set based on the categories of the FAQs. The integrated keyword table 200 may be updated at predetermined intervals (periodically).

[0064] (1-4-3. Association data table) 6 shows an association data table 300 in which an integrated keyword is associated with each piece of log data. The association data table 300 includes an integrated keyword 310 and log data 320. In the association data table 300, the integrated keyword 310 is arranged in the horizontal direction. The log data 320 is arranged in the vertical direction.

[0065] (1-4-4. Integrated Data Table) FIG. 7 shows an integrated data table 400. The integrated data table 400 includes summary data 410 of the data integration information and extracted data 420 extracted from each acquired data. The summary data 410 includes an integration ID 411, an integration keyword 413, and a data source 415. In the extracted data 420, FAQ title information 421b is extracted from the FAQ data along with an FAQ ID 421a and arranged in the integrated data table. From the call log data, data creation date 423b and subject of the call log data 423c are extracted along with a call log ID 423a and arranged in the integrated data table. From the social log data, data creation date and time 425b and message information 425c are extracted along with a call log ID 425a and arranged in the integrated data table.

[0066] (1-4-5. Percentage data table) 8 is a ratio data table 500. The ratio data table 500 includes integrated keywords 510, the number of FAQs corresponding to each integrated keyword 520a and a ratio 520b, the number of call log data corresponding to each integrated keyword 530a and a ratio 530b, and the number of social log data corresponding to each integrated keyword 540a and a ratio 540b.

[0067] (1-4-5. Response priority table) 9 is a response priority data table 600. The response priority data table 600 includes keyword information 605, a pattern ID 610, an FAQ data ratio 620 for the keyword, a call log data ratio 630, a social log data ratio 640, and response priority information 650.

[0068] (1-4-6. Problem solving data table) 10 is a problem solving data table 700. The problem solving data table 700 includes keyword information 705, a pattern ID 710, an FAQ data ratio for the keyword 720, a call log data ratio 730, a social log data ratio 740, problem information 750, a response priority 760, and solution information 770.

[0069] (1-5. Information integration processing) Next, a description will be given of the information integration processing realized in the information integration processing system in the first embodiment of the present invention. Figures 11 to 16 are flow charts showing the information integration processing of the information integration processing system 1 in this embodiment.

[0070] (1-5-1. Acquiring call log data) First, in the flow of FIG. 11, a user inputs login information to user terminal 40 (step S101). The login information is transmitted to Web server 30, and a request and response for a Web page are repeated (step S103), and the Web page is displayed on display unit 44. When user terminal 40 requests a Web page of a query screen from Web server 30, Web server 30 transmits data of the query screen to user terminal 40 (step S103). When user terminal 40 receives this data, the query screen is displayed on display unit 44.

[0071] At this time, when the user presses the call request button on the inquiry screen (makes a call request), the Web server 30 transmits call request information to the call center server 20 (step S105), and a call program for starting a command for inputting a call instruction is executed in the call center server 20 (step S107). When this program is started, the operator terminal 50 that will make a call with the user terminal 40 is determined via the PBX (step S109), and a call is made between the user terminal 40 and the operator terminal 50 (step S111). At this time, the call center server 20 generates a call record (call log data) (step S113). The call log data is stored in the database 25 and is transmitted to the information integration server 10 (step S115). The information integration server 10 acquires the call log data (step S117) and stores it in the database 15.

[0072] (1-5-2. Acquiring social log data) In the flow of FIG. 12, the user inputs login information to the user terminal 40 (step S201). The login information is transmitted to the Web server 30 (step S203), and a Web page of the SNS (social network site) is displayed on the display unit 44. At this time, application software (app) of the SNS may be used. When the user inputs a message via the operation unit 45 of the user terminal 40, the Web server 30 generates social log data corresponding to the message (step S205). The Web server 30 stores the social log data in the storage unit 32 and transmits it to the information integration server 10 (step S207). The information integration server 10 acquires the transmitted social log data (step S209) and stores it in the database 15.

[0073] In this embodiment, the processes shown in Fig. 11 and Fig. 12 are repeated in sequence, so that call log data and social log data are acquired in sequence. As a result, a call log data group including a plurality of call log data and a social log data group including a plurality of social log data are generated. At this time, the acquisition timing of each log data is not particularly limited, and may be simultaneous, may be acquired in sequence, or may be acquired before integration.

[0074] In this embodiment, the FAQ data may be stored in the database 15 in advance, or may be acquired at this timing.

[0075] (1-5-3. Organizing the acquired data) 13, the information integration server 10 excludes call log data corresponding to the exclusion keywords included in the exclusion keyword table 100 shown in Fig. 4 from the call log data group (step S301). In this example, the information integration server 10 excludes call log data corresponding to the exclusion keywords from the call log data group including a plurality of call log data.

[0076] Similarly, the information integration server 10 excludes from the social data group any social data corresponding to the excluded keywords included in the excluded keyword table 100 shown in FIG. 4 (step S303).

[0077] In addition, keywords that are less related to the integrated keyword may be set as the excluded keywords. This makes it possible to exclude unnecessary log data, thereby making it possible to detect problems more efficiently.

[0078] (1-5-4. Data integration) As shown in FIG. 14, the information integration server 10 classifies the FAQ data for each integration keyword (step S401).

[0079] Next, the information integration server 10 classifies each piece of log data, the call log data and the social log data, for each integration keyword corresponding to the FAQ data (steps S403 and S405). A method of classifying the call log data and the social log data is shown in FIG.

[0080] As shown in Fig. 15, the information integration server 10 collates each log data with each integrated keyword (step S4031). At this time, if the integrated keyword is included in each data (S4033; Yes), a flag (in this example, "1") is set corresponding to the integrated keyword (step S4035) as shown in Fig. 6. If the integrated keyword is not included in each log data (S4033; No), the flag is not set (step S4037) (or a flag is set corresponding to the keyword "other").

[0081] As a result of repeating the above process, the information integration server 10 extracts and integrates the FAQ data, the call log data with the flag set, and the social log data in association with the keywords, as shown in FIG. 7 (step S407). In this way, an integrated data table 400 is generated. The integrated ID does not have to be set for each data group for the FAQ data, the call log data, and the social log data. For example, the integrated ID may be set according to the date or time of generation of the log data. By referring to FIG. 7, the user can collectively grasp what keywords each data is associated with by using one data table. By referring to this integrated data table, the user can easily grasp what problem has occurred and can efficiently solve the problem.

[0082] (1-5-5. Data Analysis) In the flow of FIG. 16, the information integration server 10 calculates the ratio of each integrated keyword in each data group (step S501). In this example, as shown in FIG. 8, when the keyword is "login", the total number of FAQs is 95, and the number of FAQs with the keyword "login" is 2, so the ratio of FAQs is 2.1%. Similarly, the total number of call log data is 802, and the number of call log data with the keyword "login" is 154, so the ratio of call log data with the keyword "login" is 19.2%. Similarly, the total number of social log data is 118, and the number of social log data with the keyword "login" is 3, so the ratio of social log data with the keyword "login" is 2.5%.

[0083] Returning to FIG. 16, the information integration server 10 performs an analysis process using the calculated data ratios for each keyword (step S503). In this example, as shown in FIG. 9, the data ratios for each keyword are analyzed (determined) as data ratio information of "high" and "low". At this time, a threshold may be set to analyze the data ratios for each keyword as "high" and "low". The threshold may be the same or different for the data ratios of each data. For example, the threshold for the FAQ ratio may be "9.5%, the threshold for the call log data ratio may be "8.2%, and the threshold for the social log data ratio may be "11.8%". At this time, as shown in FIG. 9, eight patterns from patterns A to H are set as analysis patterns using the data ratios for one keyword in this embodiment.

[0084] Returning to FIG. 16, the information integration server 10 extracts problematic integrated keywords (problematic keyword information) based on the above-mentioned analysis results, that is, the numerical relationship between the FAQ data and the call log data and the social log data. At this time, the information integration server 10 generates problem information corresponding to the problematic integrated keywords (step S505). In this example, as shown in FIG. 10, the problem information may be generated based on the relationship between the FAQ data ratio and the call log data ratio and the social log data ratio. In the case of pattern A (FAQ: high, call log data: high, social log data: high), problem information is generated that there is a problem with the "FAQ site configuration (reach rate) and individual FAQ page contents (resolution rate)" for the problematic integrated keywords. Similarly, in the case of pattern E (FAQ: low, call log data: high, social log data: high), problem information is generated that there is a problem with the "individual FAQ quantity". Note that the problem information may be generated based on the relationship between the FAQ data ratio and the call log data ratio or the social log data ratio depending on the conditions.

[0085] Returning to FIG. 16, the explanation will be given. Furthermore, the information integration server 10 generates response priority information 650 for the problem (problem keyword information) according to the analysis pattern (condition) (step S507). At this time, the response priority information 650 may be generated based on the relationship between the FAQ data ratio and the call log data ratio or the social log data ratio. For example, as shown in FIG. 9, when the FAQ data ratio is high and the call log data ratio or the social log data ratio is low, the priority may be set to be high. Specifically, when the FAQ data ratio is "low" and the call log data ratio and the social log data ratio are "high", the highest response priority information (priority "8" in this example) is generated. Also, when the FAQ data ratio is high and the call log data ratio or the social log data ratio is low, the priority may be set to be low. Specifically, when the FAQ data is "high" and the call log data ratio and the social log data ratio are "low", the lowest response priority information (priority "8" in this example) is generated (set).

[0086] Returning to FIG. 16, the information integration server 10 generates solution information for each problem (step S509). In this example, as shown in the problem-solving data table 700 in FIG. 10, the information integration server 10 generates solution information 770 according to the problem. For example, for the problem "individual FAQ quantity", information on FAQ / knowledge production (rewrite) support services, UI (User Interface) / UX (User Experience) (quantitative / qualitative) investigation, and LITIFA analysis services is provided. Similarly, for the problem of FAQ site configuration (reach rate), information on UI / UX (quantitative / qualitative) investigation, addition / improvement of channels (chat, chat bot), and social listening is provided, and for the problem of individual FAQ page content (resolution rate), information on FAQ assessment services, social listening, and FAQ / knowledge production support services is provided.

[0087] The information integration server 10 transmits the generated problem information, response priority information, and solution information to the terminal of the company person in charge (the company terminal 60) (step S511). The problem solution information is displayed on the display unit 64 of the company terminal 60 (step S513). This allows the company person in charge to easily know how to correct the FAQ.

[0088] By using this embodiment, various types of information can be integrated and centralized, making it easier to understand problems. In addition, by using this embodiment, information that could not be obtained from one type of information can be generated, making it possible to efficiently detect problems occurring in companies and users. Furthermore, by using this embodiment, a priority is set for each data, and a solution according to the priority is provided, making it possible to quickly solve problems.

[0089] <Second embodiment> In this embodiment, an example will be described in which integrated keyword information determined to be abnormal is excluded before priority information is generated from integrated data.

[0090] Fig. 17 shows a flow of excluding an integrated keyword. Fig. 18 shows an integrated data set 500A showing the number 530Aa and the ratio 530Ab of call log data for each integrated keyword 510A.

[0091] First, the information integration server 10 calculates the average value and the standard deviation for the number of data items of the call log data for each integration keyword (step S601). Next, the information integration server 10 calculates the upper limit value and the lower limit value from the calculated average value and the standard deviation (step S603).

[0092] Specifically, as shown in Fig. 18, an average value (Ave.): 422.5 and a standard deviation (σ): 1138.2 are calculated from the number of data items in the call log data for each integrated keyword. At this time, the deviation upper limit is set to the average value + 3 x σ. As a result, the deviation upper limit in this embodiment is calculated to be 3837.0. Similarly, the deviation lower limit (average value - 3σ) is calculated to be -2991.9.

[0093] Next, the information integration server 10 determines whether the number of data items for each integrated keyword in the integrated data set 500A exceeds the upper deviation limit or falls below the lower deviation limit (step S605). If the number of data items is greater than or equal to the lower deviation limit or less than the upper deviation limit (step S605; No), the process ends without performing the exclusion process. On the other hand, if the number of data items exceeds the upper deviation limit or falls below the lower deviation limit (step S605; Yes), the corresponding integrated keyword is excluded (step S607). In this example, the integrated keyword "withdrawal" is 3846, which exceeds the upper deviation limit (3837.0). As a result, "withdrawal" is removed from the list of integrated keywords, as shown in FIG. 18.

[0094] By using this embodiment, abnormal data can be excluded, so priority information can be generated with higher accuracy and problematic information can be detected (extracted).

[0095] In the present embodiment, the number of items of call log data has been described, but the present invention is not limited to this. Similar processing may be performed on social log data or FAQ data.

[0096] <Third embodiment> In the first embodiment of the present invention, an example in which one piece of priority information is generated has been described, but in the present embodiment, an example in which a corresponding priority is set from a plurality of pieces of priority information will be described.

[0097] Fig. 19 is a flow diagram for setting a response priority. Fig. 20 shows an integrated data set 500B indicating the number 520Ba and the ratio 520Bb of FAQ data, the number 530Ba and the ratio 530Bb of call log data, and the number 540Ba and the ratio 540Bb of social log data for each integrated keyword 510B, and a priority data table 800. The priority data table 800 includes an integrated keyword 810, a first priority 820, a second priority 830, and a response priority 840 (third priority).

[0098] First, as shown in Fig. 9, the first priority 820 is set (generated) for each integrated keyword from the corresponding priority data table 600 (step S701). Next, the information integration server 10 judges whether there is an integrated keyword with the same first priority (step S703). If there is no integrated keyword with the same first priority (step S703; No), it is set (generated) as the corresponding priority 840 (third priority) as it is (step S711).

[0099] On the other hand, when there are multiple integrated keywords having the same first priority (step S703; Yes), a second priority 830 is generated for the integrated keywords having the same first priority based on the ratio of call log data (step S705). Furthermore, when the ratio of call log data is the same, a second priority 830 is set (generated) for the integrated keywords having the same first priority based on the ratio of social log data (step S707).

[0100] The information integration server 10 sets (generates) a corresponding priority 840 (third priority) based on the first priority 820 and the second priority 830 (step S709).

[0101] By using this embodiment, it is possible to set the response priority with higher accuracy, and to more reliably extract problems that need to be addressed.

[0102] In this embodiment, when the first priority is the same and the data ratios of the call log data and the social log are the same, an additional priority may be generated based on the ratio of the support content data (FAQ data).

[0103] <Modification> The present disclosure is not limited to the above-described embodiment, and includes various other modified examples. For example, the above-described embodiment has been described in detail to clearly explain the present disclosure, and is not necessarily limited to those having all the configurations described. In addition, a part of the configuration of one embodiment may be replaced with the configuration of another embodiment, and it is also possible to add the configuration of another embodiment to the configuration of one embodiment. In addition, it is possible to add, delete, or replace other configurations with respect to a part of the configuration of each embodiment. Some modified examples will be described below. Note that the example of modifying the first embodiment can also be applied as an example of modifying other embodiments.

[0104] In the above-described embodiment, the functions of the servers constituting the information integration processing system may be realized by a plurality of servers working together. The functions of the servers may also be integrated into one server. For example, the Web server 30 and the information integration server 10 may be implemented by the same server. Due to the difference in the types of data handled, it is desirable to have the Web server 30 and the call center server 20 as separate servers for security reasons, but they may be integrated into one server by using separate databases or by classifying them as internal processes.

[0105] In one embodiment of the present invention, the information integration server 10 does not necessarily have to be provided. In this case, the same process can be executed in the control unit 61 of the company terminal 60. In one embodiment of the present invention, application software such as Microsoft Excel or Access may be used.

[0106] In the above-described embodiment, the evaluation result information and the problem solution information may be transmitted to the user terminal at the same time.

[0107] In the first embodiment of the present invention, an example is shown in which call log data and social log data are integrated with FAQ data, but the present invention is not limited to this. For example, chat data may be acquired in addition to call log data and social log data, and integrated with FAQ data (support content data). Also, chat data may be acquired together with either call log data or social log data, and integrated with FAQ data. Furthermore, other different types of data may be integrated with FAQ data.

[0108] In the first embodiment of the present invention, FAQs are used as the support content data, but the present invention is not limited to this. For example, the support content data may be information showing how to use a service, an online manual, an explanatory video, etc.

[0109] The integrated keyword may also be updated based on trend information acquired at a predetermined time interval. For example, the integrated keyword may be updated based on ranking information calculated from the number of pieces of data in the call log data group or the social log data group (second log data group). This allows optimal keywords to be set in accordance with current trends. This can be useful in generating necessary FAQs.

[0110] In the first embodiment of the present invention, an example in which an integrated keyword is set based on a FAQ category has been shown, but the present invention is not limited to this. An integrated keyword may be set based on a user's attributes (industry information, customer information). This makes it possible to generate integrated data according to the user's attributes, and to extract and solve problems according to the user's attributes.

[0111] In addition, the integrated keywords may be updated or generated as appropriate by machine learning, which allows the integrated keywords to be constantly optimized and makes it easier to extract problems to be solved.

[0112] In addition, the integrated keyword may be generated from the similarity between the support content information, information such as social log data (also called public information), and the call log data.

[0113] In the first embodiment of the present invention, an example is shown in which each data ratio is analyzed as "high" or "low", but the present invention is not limited to this. For example, the ratio may be evaluated and analyzed as "high", "medium", or "low", or the ratio may be evaluated and analyzed in five stages from "1" to "5".

[0114] Furthermore, the response priority may be changed according to the importance of the keyword. The importance of the keyword may be set in advance, or may be set according to the number of items of call log data or the number of items of social log data. For example, if the priority is "3" and the importance of the keyword is "2" out of "1" (high importance) to "5" (low importance), the priority may be changed to "2", which is one level higher. This allows a response to be made according to the importance of the keyword.

[0115] In the first embodiment of the present invention, the order and timing of generating the priority information and problem information may be changed as appropriate.

[0116] In the first embodiment of the present invention, an example of calculating the FAQ data ratio, the call log data ratio, and the social log data ratio is shown, but the present invention is not limited to this. The number of FAQ data, the number of call log data, and the number of social log data corresponding to one integrated keyword may be used, or other values ​​may be used as long as they can express a numerical relationship between the FAQ data and the call log data or the social log.

[0117] In the first embodiment of the present invention, an example is shown in which a priority data set is used to generate priority information, but the present invention is not limited to this. For example, weighting may be set so that a higher priority is given to specific keyword information in accordance with a user attribute. For example, when the user attribute is "new customer," a higher priority may be set for a specific integrated keyword than for other integrated keywords. [Explanation of symbols]

[0118] 1 Information integration processing system, 10 Information integration server, 11 Control unit, 11a Acquisition unit, 11b Data sorting unit, 11c Data integration unit, 11d Analysis unit, 11e Generation unit, 12 Memory unit, 13 Communication unit, 15 Database, 15a Database, 15b Call log database, 15c Social log database, 20 Call center server, 21 Control unit, 22 Memory unit, 23 Communication unit, 25 Database, 30 Server, 31 Control unit, 32 ···Memory unit, 33···Communication unit, 40···User terminal, 41···Control unit, 42···Memory unit, 43···Communication unit, 44···Display unit, 45···Operation unit, 46···Intercom unit, 50···Operator terminal, 51···Control unit, 52···Memory unit, 53···Communication unit, 54···Display unit, 55···Operation unit, 56···Intercom unit, 60···Company terminal, 61···Control unit, 62···Memory unit, 63···Communication unit, 64···Display unit, 65···Operation unit, 91···Network, 93···Network, 100···Exclusion keyword table, 20 0···Integrated keyword table, 300···Data table, 310···Integrated keyword, 320···Log data, 400···Integrated data table, 410···Summary data, 413···Integrated keyword, 415···Data source, 420···Extracted data, 421a···FAQ ID, 421b···Title information, 423a···Call log ID, 423b···Data creation date, 423c···Subject, 425a···Social log ID, 425b···Data creation date, 425c···Message information, 500···Percentage Data table, 510···Integrated keywords, 520b···Proportion, 520Bb···Proportion, 530b···Proportion, 540b···Proportion, 600···Response priority data table, 605···Keyword information, 620···Data proportion, 630···Call log data proportion, 640···Social log data proportion, 650···Response priority information, 700···Problem resolution data table, 705···Keyword information, 720···Data proportion, 730···Call log data proportion, 740···Social log data proportion, 750···Problem information,760···Response priority, 770···Resolution information, 800···Priority data table, 810···Integration keyword, 820···First priority, 830···Second priority, 840···Response priority,

Claims

1. Computers The system acquires a group of first log data containing multiple first log data and a group of support content data containing multiple support content data. From the first log data group, a first log data containing first keyword information corresponding to one of the support content data from the support content data group is extracted to generate integrated data. This includes extracting problem keyword information from among multiple first keyword information included in the integrated data, based on the numerical relationship between the support content data and the first log data. Information processing methods.

2. From the first log data group, the first log data corresponding to second keyword information that is different from the plurality of first keyword information is excluded. The information processing method according to claim 1.

3. The second keyword information is periodically changed based on trend information acquired at predetermined intervals. The information processing method according to claim 2.

4. Before extracting the problem keyword information, exclude the first keyword information that satisfies predetermined conditions from the plurality of first keyword information, The information processing method according to claim 1.

5. The predetermined condition is that when the mean and standard deviation are calculated from the number of data entries in the first log data for each of the plurality of first keyword information, and an upper limit and a lower limit are calculated from the mean and standard deviation, the first keyword information corresponds to the first log data in which the number of data entries exceeds the upper limit or falls below the lower limit. The information processing method according to claim 4.

6. Problem information is generated based on the relationship between the proportion of support content data corresponding to the problem keyword information among the support content data group and the proportion of first log data corresponding to the problem keyword information among the first log data group. To generate solution information corresponding to the aforementioned problem information, The information processing method according to claim 1.

7. Priority information for the problem keyword information is generated based on the relationship between the proportion of support content data corresponding to the problem keyword information among the support content data group and the proportion of first log data corresponding to the problem keyword information among the first log data group. Based on the problem information and priority information, the solution information is generated. The information processing method according to claim 6.

8. A computer, The information processing method described in any one of claims 1 to 7 is performed. program.

9. A group of first log data including a plurality of first log data and a group of support content data including a plurality of support content data are acquired. From the first log data group, a first log data containing first keyword information corresponding to one of the support content data from the support content data group is extracted to generate integrated data. The system includes a control unit that extracts problem keyword information from among a plurality of first keyword information included in the integrated data, based on the numerical relationship between the support content data and the first log data. Information processing system.

10. The control unit is From the first log data group, the first log data corresponding to the second keyword information which is different from the plurality of first keyword information is excluded. The information processing system according to claim 9.

11. The second keyword information is periodically changed based on trend information acquired at predetermined intervals. The information processing system according to claim 10.

12. The control unit is Before extracting the aforementioned problem keyword information, first keyword information that satisfies predetermined conditions is excluded from the plurality of first keyword information. The information processing system according to claim 9.

13. The predetermined condition is that when the mean and standard deviation are calculated from the number of data entries in the first log data for each of the plurality of first keyword information, and an upper limit and a lower limit are calculated from the mean and standard deviation, the first keyword information corresponds to the first log data for which the number of data entries exceeds the upper limit or falls below the lower limit. The information processing system according to claim 12.

14. The control unit shall Problem information is generated based on the relationship between the proportion of support content data corresponding to the problem keyword information in the support content data group and the proportion of first log data corresponding to the problem keyword information in the first log data group. To generate solution information corresponding to the aforementioned problem information, The information processing system according to claim 9.

15. The control unit is Priority information for the problem keyword information is generated based on the relationship between the proportion of support content data corresponding to the problem keyword information among the support content data group and the proportion of first log data corresponding to the problem keyword information among the first log data group. Based on the problem information and priority information, the solution information is generated. The information processing system according to claim 14.

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