Information processing device, information processing method, and information processing program

Abstract

To facilitate appropriate support for consultation activities of users.SOLUTION: An information processing device 100 receives identification information of a consultation destination in an organization. The information processing device 100 identifies information pertaining to the state of consultation of the consultation destination on the basis of the identification information of the consultation destination and information on a user belonging to a stored organization. The information processing device 100 outputs the information pertaining to the state of consultation of the consultation destination.SELECTED DRAWING: Figure 3

Description

[Technical field]

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

[0002] In recent years, with the development of communication technology, an increasing number of companies are introducing teleworking and other working styles (hereinafter, sometimes simply referred to as "teleworking") in which work can be done without coming to the office. In teleworking, employees (hereinafter, sometimes referred to as "users") communicate via email, chat, and video conferencing systems using information processing terminals such as laptops from places other than the office, such as their homes or workspaces.

[0003] However, in teleworking, since it is not possible to meet and talk with members of an organization face to face, the frequency and density of communication may decrease, which may affect business operations.Therefore, a conventional technology is known that asks questions to teleworking employees while they are working, and grasps the physical and mental state of the employees while they are working based on their answers (for example, Patent Document 1). [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2022-161458 A Summary of the Invention [Problem to be solved by the invention]

[0005] However, in the above-mentioned conventional technology, it may be difficult to provide appropriate support for the user's consultation. For example, in the conventional technology, the user's physical and mental state is understood from the answers obtained by asking the user preset questions, but it is difficult to directly solve the user's work-related consultation. Also, when the user has a work-related consultation but does not know the appropriate person to consult or the timing of the consultation, it is difficult to identify the appropriate person to consult. [Means for solving the problem]

[0006] In order to solve the above-mentioned problems and achieve the objective, the information processing device of the present invention is characterized by having a reception unit that receives identification information of a consultation destination within an organization, an identification unit that identifies information regarding the consultation status related to the consultation destination based on the identification information of the consultation destination and information regarding users belonging to the stored organization, and an output unit that outputs information regarding the consultation status related to the consultation destination. Effect of the Invention

[0007] According to the present invention, it is possible to easily provide appropriate support for a user's consultation actions. [Brief description of the drawings]

[0008] [Figure 1] FIG. 1 is a diagram for explaining consultation status visualization according to the present embodiment. [Diagram 2] FIG. 2 is a block diagram illustrating an example of information processing according to the first embodiment. [Diagram 3] FIG. 3 is a diagram illustrating an example of the configuration of the information processing device according to the first embodiment. [Figure 4] FIG. 4 is a table illustrating an example of information related to users according to the first embodiment. [Diagram 5] FIG. 5 is a table illustrating an example of information related to consultation according to the first embodiment. [Figure 6] FIG. 6 is a diagram showing an example of a consultation status screen for each consultation destination according to the first embodiment. [Figure 7]FIG. 7 is a diagram showing an example of the consultation status list screen according to the first embodiment. [Figure 8] FIG. 8 is a flowchart illustrating an example of an information processing procedure according to the first embodiment. [Figure 9] FIG. 9 is a block diagram illustrating an example of information processing according to the second embodiment. [Figure 10] FIG. 10 is a diagram illustrating an example of the configuration of an information processing device according to the second embodiment. [Figure 11] FIG. 11 is a table illustrating an example of information related to consultation according to the second embodiment. [Figure 12] FIG. 12 is a diagram showing an example of a consultation content reception screen according to the second embodiment. [Figure 13] FIG. 13 is a diagram illustrating an example of a consultation resolution status reception screen according to the second embodiment. [Figure 14] FIG. 14 is a flowchart illustrating an example of an information processing procedure according to the second embodiment. [Figure 15] FIG. 15 is a diagram illustrating an example of a computer that executes an information processing program according to the present embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0009] Hereinafter, modes for carrying out the present invention (hereinafter, "embodiments") will be described with reference to the drawings. Note that each embodiment is not limited to the contents described below.

[0010] <Description of information processing device> Fig. 1 is a diagram for explaining consultation status visualization according to the present embodiment. The information processing device 100 shown in Fig. 1 is an example of a computer that provides a technology for identifying the receptiveness of a user to a consultation and the consultation response status of the user to be consulted based on information for identifying a user in an organization and information related to the user, and outputting the information to the user to be consulted.

[0011] In recent years, companies and organizations have increasingly adopted teleworking, a way of working that allows employees to work without coming to the office. Teleworking is known as an effective way to reduce the burden of commuting and traveling on users' shoulders and to realize diverse working styles.

[0012] On the other hand, teleworking has the problem that it is difficult for employers to grasp the health and psychological state of users because users do not come to the office. Therefore, a reference technology is known that asks questions to users while working remotely and grasps the health and psychological state of the users based on their answers.

[0013] However, the reference technology only grasps the user's state based on predetermined questions set in advance, and it is difficult to fundamentally solve the user's worries and problems. For example, even if a user has various worries and problems about work, career, human relationships, etc., it may be difficult to consult with others casually under remote work. In addition, a user working under remote work may not be able to determine "when," "to whom," "what content," and "how" to consult, and may find it difficult to consult even in a situation where work may be affected. Even in such cases, the reference technology only grasps the user's state, so it is difficult to support the user in acquiring the ability to consult autonomously and solve worries and problems.

[0014] Therefore, the information processing device 100 according to the present embodiment receives identification information of a consultation destination in an organization. Next, the information processing device 100 identifies information on the consultation status of the consultation destination based on the identification information of the consultation destination and information on users belonging to the stored organization. Then, the information processing device 100 outputs the information on the consultation status of the consultation destination.

[0015] Specifically, as shown in FIG. 1, the information processing device 100 accepts user identification information, such as the name of the user to be consulted, a character string for identifying the user to be consulted, an email address, etc., input by the user 10 to request advice ((1) in FIG. 1).

[0016] The information processing device 100 identifies the user to be consulted based on the received user identification information of the user to be consulted. Then, the information processing device 100 identifies information on the consultation status of the user to be consulted, such as the receptiveness to consultations associated with the identified user to be consulted, the number and frequency of consultations or consultations, and consultation response status ((2) in FIG. 1).

[0017] The information processing device 100 aggregates information on the identified consultation status for the consulted user, such as the receptivity to consultations corresponding to the consulted user, the number and frequency of consultations or consultations received, and the status of consultation responses, and outputs the information to the user ((3-1) in FIG. 1). On the other hand, as shown in (3-2) in FIG. 1, the information processing device 100 outputs to the consulted user information on the consultation status visualized for each sub-organization, such as "Person A consulted with Person B in the field of X and resolved the issue," "There were ○ consultations within the team this week," and "Person C had □ consultations in the field of Y," regardless of whether the consulted user is specified.

[0018] Then, the consulting user 10 judges whether to consult with the user to be consulted based on the information on the consultation situation output by the information processing device 100, and carries out the consultation ((4-1) in FIG. 1). For example, the consulting user 10 selects the user 11 to be consulted based on the information output by the information processing device 100, carries out the consultation ((4-2) in FIG. 1), and resolves the consultation ((5) in FIG. 1).

[0019] In this way, the information processing device 100 according to the present embodiment facilitates appropriate support of the user's consultation behavior. For example, when a user who is the source of consultation selects a user to consult with, the information processing device 100 outputs the receptiveness of the user to the consultation, the response history of the consultation, etc. As a result, the information processing device 100 enables the user who is the source of consultation to enjoy the visualized consultation situation and successful consultation experiences of the user to consult with, thereby enabling support for the user to acquire the ability to consult autonomously.

[0020] <First embodiment> In the first embodiment, an example will be described in which the consultation destination user is identified based on the identification information of the consultation destination inputted from the consultation originating user, and information regarding the consultation status of the identified consultation destination user is identified and outputted to the consultation originating user.

[0021] From here, a flow of output processing of information on consultation status by the information processing device 100 according to the first embodiment will be described. Fig. 2 is a block diagram showing an example of information processing according to the first embodiment. In this section, as an example, multiple users are represented as "consulting user 12a" and "consulted user 12b", respectively.

[0022] 2, the reception unit 131 receives, from the consultation originating user 12a via the terminal device 200a, identification information of the consultation destination user 12b in the organization, such as the name, character string, or email address of the consultation destination user ((1-1) in FIG. 2). Then, the storage unit 132 stores the identification information of the consultation destination received by the reception unit 131 in the consultation information DB 122 ((1-2) in FIG. 2).

[0023] On the other hand, the reception unit 131 receives, from the consultation destination user 12b via the terminal device 200b, information about the user, such as attribute information about the consultation destination user 12b, such as affiliation and job title, and receptiveness to consultation ((2-1) in FIG. 2). Then, the reception unit 131 stores the user information received from the consultation destination user 12b in the user information DB 121 ((2-2) in FIG. 2).

[0024] Next, the identification unit 134 identifies information on the consultation status of the consultation destination user 12b based on the identification information of the consultation destination user 12b and information on the user such as an employee directory in which information on users belonging to a previously stored organization is recorded. Specifically, the identification unit 134 identifies the consultation destination user 12b based on the identification information of the consultation destination stored in the consultation information DB 122 and information on the user of the consultation destination user stored in the user information DB 121 ((3-1) in FIG. 2). Then, the identification unit 134 identifies information on the consultation status based on the attribute information stored in the user information DB 121 corresponding to the identified consultation destination user 12b, the receptiveness to consultation, and the consultation history such as the number of past consultations and the contents of consultations stored in the consultation information DB 122 ((3-2) in FIG. 2).

[0025] The output unit 135 outputs information about the consultation status of the consultation destination user 12b identified by the identification unit 134 to the terminal device 200a of the consultation source user 12a in a predetermined format such as a list ((4) in FIG. 2).

[0026] In this manner, the information processing apparatus 100 according to the first embodiment outputs, to the consultation user, information regarding the consultation situation identified based on the consultation destination user identification information input by the consultation user.

[0027] (Information processing device 100) From here, the configuration of the information processing device 100 will be described. Fig. 3 is a diagram showing an example of the configuration of the information processing device 100 according to the first embodiment. As shown in Fig. 3, the information processing device 100 is bidirectionally connected to a terminal device 200 via a wireless or wired network. The information processing device 100 also has a communication unit 110, a storage unit 120, and a control unit 130.

[0028] Although not shown in Fig. 3, the information processing device 100 may include an input unit such as a keyboard or a mouse for receiving input of user identification information of the consultation destination, etc., used to identify the consultation destination and information about the consultation status of the consultation destination. The information processing device 100 may also include a display unit such as a display for displaying information about the consultation status related to the identified consultation destination to the user who originates the consultation.

[0029] (Communication unit 110) The communication unit 110 performs data communication for outputting the identified information on the consultation situation to the terminal device 200 of the user who originated the consultation, etc. Also, the communication unit 110 performs data communication for acquiring information on the user to be used for identifying the information on the consultation situation from the external storage device 300, etc.

[0030] The communication unit 110 is realized by a NIC (Network Interface Card) or the like, and controls communication via an electric communication line such as a LAN (Local Area Network) or the Internet. The communication unit 110 is connected to a network by wire or wirelessly as necessary, and can transmit and receive information in both directions.

[0031] (Storage unit 120) The storage unit 120 stores data and programs used for various processes by the control unit 130, and various data acquired by the operation of the control unit 130. The storage unit 120 is realized by a semiconductor memory element such as a RAM (Random Access Memory) or a flash memory, or a storage device such as a hard disk or an optical disk. As shown in FIG. 3, the storage unit 120 has a user information DB 121 and a consultation information DB 122.

[0032] (User information DB121) The user information DB 121 is a database that stores information about users who belong to an organization. Here, an example of information about users stored in the user information DB 121 will be described. Fig. 4 is a table diagram showing an example of information about users according to the first embodiment. As shown in Fig. 4, the user information DB 121 stores user identification information, an organization to which the user belongs, a job title, a consultation acceptance level (whole organization), a consultation acceptance level (own organization), and a consultation acceptance level (other organizations) in association with each other.

[0033] The above-mentioned user identification information is information such as a name, a character string, and an email address for identifying a user belonging to an organization. The organization is a sub-organization of a user belonging to the organization, such as a "department," a "business division," a "department," a "section," a "section," a "group," or a "team." The job title is information indicating the job title, function, job title, etc. of a user belonging to an organization. The consultation acceptance level (whole organization) is the acceptance level of consultations related to the whole organization of the user. The consultation acceptance level (own organization) is the acceptance level of consultations related to the sub-organization to which the user currently belongs and the user's past experiences and skills that are directly related. The consultation acceptance level (other organizations) is the acceptance level of consultations for users of other sub-organizations. Note that each of the above-mentioned consultation acceptance levels (whole organization), consultation acceptance level (own organization), and consultation acceptance level (other organizations) may include information in which supplementary information regarding the acceptance level is indicated by text or the like.

[0034] For example, the user information DB121 stores information such as user identification information "User A", affiliated organization "XX Department", job title "Manager", consultation acceptance level (whole organization) "I've been in this organization for a long time, so I can generally answer (Welcome)", consultation acceptance level (own organization) "contract (Welcome), approval (OK), C++ (NG)", consultation acceptance level (other organization) "cloud (Welcome), Python (OK)", etc. Note that different consultation acceptance levels may be set for the own organization and the other organization, such as consultation acceptance level (own organization) "cloud (NG), Python (Welcome)" and consultation acceptance level (other organization) "cloud (Welcome), Python (NG)".

[0035] The "acceptance level" is information indicating the degree of tolerance for each consultation from other users, such as the degree of acceptance. For example, the acceptance level can be expressed in three stages, such as "Welcome: any consultation is accepted", "OK: accepted depending on the content of the consultation", and "NG: consultation is not accepted". Furthermore, the acceptance level is set for each granularity of the consultation. For example, the acceptance level is expressed by associating the above-mentioned acceptance level with a classification related to the entire organization, such as "generally able to answer", or with each individual classification, such as "contract", "approval", "C++", "cloud", and "Python". The above-mentioned acceptance level may be, for example, an "experience value" derived based on the career and work history of the user to be consulted, and the track record of responding to consultations.

[0036] The above-mentioned information is merely an example, and the user information DB 121 can store any information that falls within the category of information related to users, without any limitations.

[0037] (Consultation information DB122) The consultation information DB 122 is a database that stores information about consultations in an organization. An example of the information about consultations stored in the consultation information DB 122 will now be described. FIG. 5 is a table diagram showing an example of the information about consultations according to the first embodiment. As shown in FIG. 5, the consultation information DB 122 stores a consultation number, consultation date and time, consultation destination, tool used, consultation classification, consultation source, consultation request content, and disclosure setting in association with each other.

[0038] The above-mentioned consultation No. is a serial number assigned to each consultation content. The consultation date and time is information regarding the date and time when the consultation was made. The consultation recipient is identification information (user identification information) of the consultation recipient, such as a name, character string, email address, etc. for identifying the consultation recipient user who belongs to the organization. The tool used is information for identifying the communication tool used when making the consultation, such as email or chat. The consultation classification is classification information of the consultation content, such as contract, payment, C++, cloud, Python, etc. The consultation source is information such as a name, character string, email address, etc. for identifying the user making the consultation. The consultation request content is information written in natural language, etc., regarding the details of the consultation request. The public setting is information regarding the setting of whether or not to make the consultation content public to other users in the organization.

[0039] For example, the consultation information DB 122 stores information such as consultation date and time "2023 / 4 / 30 12:00", consultation destination "User A", tool used "email", consultation classification "Python", consultation source "User C", consultation request content "I would like to learn about building XX in Python", and public setting "Public", for a consultation identified by consultation No. "1". Note that the above information is merely an example, and the consultation information DB 122 can store any information that falls within the category of information regarding a consultation, without any limitations.

[0040] (Control unit 130) The control unit 130 has an internal memory for temporarily storing programs defining various processing procedures and the like of the information processing device 100 and processing data, and is realized by electronic circuits such as a CPU (Central Processing Unit) and an MPU (Micro Processing Unit), and integrated circuits such as an ASIC (Application Specific Integrated Circuit) and an FPGA (Field Programmable Gate Array). As shown in FIG. 3, the control unit 130 has a reception unit 131, a storage unit 132, a setting unit 133, a specification unit 134, and an output unit 135.

[0041] (Reception Department 131) The reception unit 131 receives information about the user and information about the consultation. Specifically, the reception unit 131 receives information about the user of the consulted user input by the consulted user. For example, the reception unit 131 receives user identification information, organization, job title, consultation acceptance level (whole organization), consultation acceptance level (own organization), consultation acceptance level (other organization), etc. as information about the user. Note that the acceptance level received by the reception unit 131 is the acceptance level of the consulted user regarding "the consultation content that he / she may be able to handle" that he / she sets himself / herself.

[0042] The reception unit 131 also receives information about the consultation input by the user who has made the consultation. Specifically, the reception unit 131 receives the information about the consultation destination, the tool used, the classification of the consultation, the consultation content, the disclosure setting, and the identification information of the consultation destination in the organization.

[0043] (storage section 132) The storage unit 132 stores information about the consultation accepted by the acceptance unit 131. Specifically, the storage unit 132 stores in the consultation information DB 122 the consultation number, consultation date and time, consultation destination, tool used, consultation classification, consultation content, disclosure setting, etc., in association with each other.

[0044] (Setting section 133) The setting unit 133 sets an experience value for the consultation of the consulted user based on information about the consulted user. Specifically, the setting unit 133 sets the experience value for the consultation based on at least one of the career, work history, skill set, response history to past consultations, and evaluation of the consultation of the consulted user. Note that the experience value set by the setting unit 133 is an experience value for "the consultation content that the consulted user may be able to handle" that is set based on the career, etc. of the consulted user.

[0045] The user's history, as described above, is information about the history of the tasks, cases, projects, etc. in which the consulted user has been involved in the organization to which the consulted user belongs. The work history is historical information about the sub-organizations to which the consulted user has belonged and the user's job title, function, job position, etc. The skill set is a combination of skills required to engage in a specific task, such as "communication skills x programming skills," and refers to the skill set possessed by the consulted user. The response history to past consultations is historical information such as the number of consultations the consulted user has handled to date. The evaluation of the consultations is information about the response of the consulted user to consultations handled to date, whether they were resolved, etc.

[0046] For example, the setting unit 133 sets the experience value of the user being consulted to "Python (Welcome)" or "Management (OK)" based on information such as career history "has been consistently engaged in system development since joining the company", work history "promoted to department manager one year ago", skill set "Python x management", response history "responded to 20 consultations in the past year", and evaluation "10 positive evaluations".

[0047] The setting unit 133 can perform the setting process using a learning model that receives as input the career, work history, skill set, history of responding to past consultations, evaluations on consultations, etc., and outputs an experience value for consultations of the consultation destination user. The setting unit 133 can also set an experience value for consultations of the consultation destination user corresponding to the career, work history, skill set, history of responding to past consultations, evaluations on consultations, etc., based on a preset rule.

[0048] (Specific Section 134) The specifying unit 134 specifies information on the consultation status related to the consultation destination based on the identification information of the consultation destination stored in the consultation information DB 122 and information on the user belonging to the organization stored in the user information DB 121.

[0049] Specifically, the specification unit 134 uses the identification information of the consultation destination to collate information on users belonging to the organization to specify the consultation destination. Then, the specification unit 134 specifies at least one of the following items included in the information on the user of the specified consultation destination: receptivity or experience level to consultation, corresponding consultation classification, number of consultations, number of consultations, person to be consulted, person to be consulted, and consultation item, as information on the consultation situation related to the consultation destination.

[0050] For example, when consulting on consultation No. “1” shown in FIG. 5, the identification unit 134 identifies the user to consult with, “User A,” by using the name, character string, email address, etc. entered by “User C,” the user making the consultation.

[0051] Next, the identifying unit 134 extracts the receptivity to consultations, the corresponding consultation classification, the number of consultations, the number of consultations, the person consulted, the person consulted, the consulted item, etc., associated with the identified user A, from the user information DB 121 and the consultation information DB 122. For example, regarding the receptivity to consultations, the identifying unit 134 extracts information on the consultation receptivity (whole organization), the consultation receptivity (own organization), and the consultation receptivity (other organization) shown in Fig. 4. In addition, the identifying unit 134 extracts the consultation classification, the number of consultations, the number of consultations, the person consulted, the person consulted, the consulted item, etc., by tabulating them based on the information shown in Fig. 5.

[0052] Furthermore, the identifying unit 134 identifies a first consultation related to the consultee user and a second consultation that is the same as or similar to the first consultation, using information on the identified consultee user and the consultation content associated with the consultee user. Specifically, the identifying unit 134 extracts and identifies the classification of the consultation to which the consultee user identified by the above-mentioned process responded, and the consultation content that is the same as or similar to the first consultation, from the information stored in the consultation information DB 122. Note that the identifying unit 134 can identify multiple second consultations.

[0053] Here, an example of the identification of the first consultation and the second consultation by the identification unit 134 will be described with reference to FIG. 5 again. For example, the identification unit 134 extracts the consultation destination "User A", the consultation category "Python", and the consultation content "I would like to learn about building XX in Python" from the consultation No. "1". Then, based on the information of the extracted consultation No. "1", the identification unit 134 identifies the consultation No. "2" including similar information such as the consultation destination "User A", the consultation category "Python", and the consultation content "Could you please teach me about building XX in Python?". Note that the second consultation shown in FIG. 5 is merely an example, and as described above, the identification unit 134 may identify a plurality of consultations.

[0054] Then, the identification unit 134 identifies consultation number "1" and consultation number "2" as related consultations. For example, the identification unit 134 can identify that consultation number "1" and consultation number "2" are related consultations based on "Python", "construction of XX", and the like, which are commonly included in consultation number "1" and consultation number "2".

[0055] (Output unit 135) The output unit 135 outputs information related to the consultation status of the consultation destination. Specifically, the output unit 135 outputs, in a format such as a list, information related to the consultation status of the user of the consultation destination identified by the identification unit 134, or information related to the consultation status for each sub-organization. Note that the output unit 135 is not limited to information related to the consultation status for each sub-organization, and can output, for example, information related to the consultation status for the entire organization or for each user designated by the user who is the source of the consultation.

[0056] An example of information on a consultation status output by the output unit 135 will now be described with reference to Fig. 6 and Fig. 7. Fig. 6 is a diagram showing an example of a consultation status screen for each consultation destination according to the first embodiment.

[0057] Specifically, as shown in FIG. 6, the output unit 135 outputs a first table displaying the receptivity to consultations and the corresponding classification of consultations, and a second table displaying a combination of one or more of the number of consultations, the number of consultations, the person to be consulted, the person to be consulted, and the items to be consulted.

[0058] For example, the output unit 135 outputs a screen 20 on which information on the consultation status of the identified user to be consulted is displayed. The screen 20 shows a screen 21 managed by the user to be consulted, a screen 22 displaying attribute information of the user to be consulted, a screen 23 displaying the consultation acceptance level of the user to be consulted as a first table, a screen 24 displaying the consultation status of the user to be consulted as a second table, and a button 25 for applying for consultation to the user to be consulted.

[0059] The above-mentioned screen 21 includes links to, for example, "Consult," which calls up an input screen for the consultation content, "Consult with You," which displays the consultation content for the person consulting, "Favorites," which is a record of favorite consultation destinations, and "My Profile," which is information about the user making the consultation.

[0060] Screen 22 includes information such as "user A" as the user to be consulted, the user's affiliation and job title "XX department, manager", and contact information "userA@XXdept.com".

[0061] Screen 23 displays in a table format the overall acceptance level, such as "I've been in this organization for a long time, so I can generally answer (Welcome)," and the acceptance level for each consultation, such as "contract (Welcome), approval (OK), C++ (NG)" in the own organization, and "cloud (Welcome), Python (OK)" in other organizations. Note that the format of each item displayed on screen 23 may be changed based on the response history and evaluation of the response, and the acceptance level corresponding to the consultation content that has been highly evaluated may be highlighted.

[0062] Screen 24 displays, in a list format, information such as the number of consultations User A has made (2 times), the user User A consults with (User C), the number of times User A has been consulted (3 times (Cloud A: 2 times, Cloud B: 1 time)), the most recent person consulted (Mr. B), and the most recent topic consulted on (contract).

[0063] Moreover, the output unit 135 outputs information related to the consultation status for each sub-organization. Fig. 7 is a diagram showing an example of a consultation status list screen according to the first embodiment.

[0064] As shown in Fig. 7, the output unit 135 outputs a screen 30 on which information on the consultation status of each sub-organization is displayed. The screen 30 displays new information 31 showing information such as new consultation requests, thanks for consultations, evaluations, and feedback, consultation progress status 32 showing information such as the progress of consultations or consultations, consultation resolution status 33 of sub-organizations showing information on the response status of consultations in the displayed sub-organization, best users 34 showing users who received high evaluations for consultation responses, and a user search function 35 for checking individual consultation statuses. Note that the items displayed on the left side of the screen 30 are the same as those in the screen 21 shown in Fig. 6, and therefore their explanations will be omitted.

[0065] The above-mentioned new information 31 displays information to notify user B of updates or contacts to user B, such as "User C has requested a consultation" or "User E has sent a thank you note."

[0066] The consultation progress status 32 displays information about the progress status of the consultation by user B, such as "Consultation with user F: waiting for completion report" and "Consultation from user D: waiting for acceptance of consultation."

[0067] The consultation resolution status 33 of the sub-organization displays information such as the status of consultations and the status of consultation resolution between users in the displayed sub-organization, for example, "Number of consultations this week: XX times," "User A consulted User B on X category and resolved the issue," etc. This allows the user who is the source of the consultation to know the activity status of those around him / her and judge whether or not he / she can consult with them easily.

[0068] Best users 34 displays users of each sub-organization who have received high ratings for each consultation category, such as "<Contract> User A (XX Department)", "<Contract> User B (□□ Department)", "<Cloud> User C (●● Department)", etc. This allows the user making the consultation to determine whether or not the person is willing to accept the consultation based on the consultation situation.

[0069] When the user to be consulted is known, a name, a character string, an email address, etc. are input to search for the user to be consulted in the user search function 35. In addition, the user search function 35, for example, the information processing device 100 can display the screen 20 shown in Fig. 6 as a search result, which displays information on the consultation status of the identified user to be consulted.

[0070] Furthermore, the output unit 135 outputs the first consultation and the second consultation in association with each other. Specifically, the output unit 135 associates the first consultation with the second consultation identified by the identification unit 134, and visually displays consultation history information such as the consultation date, the consultant, the consultant, the consultation classification, and the content of the consultation, by displaying them individually, displaying them in a list, or by using figures, etc. For example, the output unit 135 can associate consultation No. "1" in Fig. 5 as the first consultation with consultation No. "2" in Fig. 5 as the second consultation, and display them individually, display them in a list, or display them in a network diagram in which each consultation is connected as a node with an edge.

[0071] (Terminal device 200) The terminal device 200 is an example of a computer that accepts a predetermined operation from a user and displays predetermined information to the user. Specifically, the terminal device 200 accepts input of information related to a consultation from the user and transmits the information to the information processing device 100. In addition, the terminal device 200 displays information related to the consultation status output from the information processing device 100.

[0072] The terminal device 200 may be a smart device, a desktop PC (Personal Computer), a notebook PC, a PDA (Personal Digital Assistant), etc. Furthermore, the terminal device 200 can accept voice input, character input, etc., from a user regarding input of information related to a consultation via an input device connected to the terminal device 200.

[0073] (Processing Procedure) From here, an information processing procedure of the information processing device 100 according to the first embodiment will be described. Fig. 8 is a flowchart showing an example of the information processing procedure according to the first embodiment. Note that each step may be interchanged and performed within a range where there is no contradiction, and there may be steps that are not performed.

[0074] When no consultation occurs, the information processing device 100 waits for processing (No in S101). On the other hand, when a consultation occurs (Yes in S101), the reception unit 131 of the information processing device 100 receives identification information of the consultation destination in the organization input by the user who originates the consultation (S102). Then, the storage unit 132 stores the identification information of the consultation destination received by the reception unit 131 in the consultation information DB 122 (S103).

[0075] Next, the identification unit 134 identifies information on the consultation status of the consulted user based on the identification information of the consulted user and information on users belonging to the stored organization (S104). Then, the output unit 135 outputs the information on the consultation status of the consulted user in a predetermined format (S105). Then, the information processing device 100 ends the process.

[0076] (effect) From here, the effects provided by the information processing device 100 of the first embodiment will be described. A conventional problem is that in telework, since the user does not go to a specific office, it is difficult to grasp the health and psychological state of the user. For example, even if the user has various worries or concerns, it is difficult to consult with others in the case of remote work.

[0077] Therefore, the receiving unit 131 of the information processing device 100 according to the first embodiment receives identification information of a consultation destination in an organization. The identifying unit 134 of the information processing device 100 identifies information on the consultation status of the consultation destination based on the identification information of the consultation destination and information on users belonging to the stored organization. The output unit 135 of the information processing device 100 outputs information on the consultation status of the consultation destination. Therefore, the information processing device 100 according to the first embodiment has an effect of facilitating appropriate support for the consultation behavior of the user.

[0078] Specifically, the specification unit 134 uses the identification information of the consultee to collate information on users belonging to the organization to specify the consultee. Then, the specification unit 134 specifies at least one of the following items included in the information on the specified consultee user: receptivity or experience value for consultation, classification of corresponding consultations, number of consultations, number of consultations, consultee, consultee, and consulted item, as information on the consultation situation related to the consultee. Therefore, when the consultee user recognizes the consultee user, the information processing device 100 according to the first embodiment can output information on the consultation situation of the consultee user based on the input identification information of the consultee user. Therefore, when the consultee user is worried about whether or not he / she can consult the consultee user, the information processing device 100 makes it possible to grasp the consultee user's receptivity to consultation in advance. As a result, the consultee user can acquire the ability to consult autonomously and solve worries and consultations. Then, as the user who is consulting gains experience in selecting a user to consult with and solving the problem or problem through their own actions with the support provided by the information processing device 100, a behavioral change occurs in the user, and the user becomes able to act autonomously and spontaneously.

[0079] Moreover, the output unit 135 outputs a first table displaying the receptivity to consultations and the corresponding classification of consultations, and a second table displaying a combination of one or more of the number of consultations, the number of consultations, the person to be consulted, the person to be consulted, and the consultation items. Therefore, the information processing device 100 according to the first embodiment can appropriately output the consultation status of the person to be consulted to the user who is the source of the consultation, when the user who is the source of the consultation recognizes the person to be consulted. Therefore, the user who is the source of the consultation can select a person to be consulted who is suitable for consultation, and as a result, the user can acquire the ability to consult autonomously and solve worries and consultations.

[0080] Furthermore, the information processing device 100 outputs information on the consultation situation visualized for each sub-organization to the user who is the source of the consultation, regardless of whether the user who is the person to be consulted is specified. As a result, the information processing device 100 enables the user who is the source of the consultation to enjoy the consultation situation and successful consultation experiences for each visualized sub-organization, and to support the user in acquiring the ability to consult autonomously.

[0081] Furthermore, the output unit 135 identifies a first consultation included in the information on the consultation situation related to the identified consultation destination and a second consultation that is the same as or similar to the first consultation. Then, the output unit 135 outputs the first consultation and the second consultation in association with each other. Therefore, the information processing device 100 according to the first embodiment can identify a consultation related to the consultation of the consultation origin user and output it to the consultation origin user. Therefore, the consultation origin user can select a consultation destination user suitable for consultation by himself / herself by referring to the related consultation. Furthermore, the consultation origin user can determine whether this person can smoothly solve the problem by knowing similar consultations. Furthermore, if the consultation origin user has a reason for not being able to consult with the consultation destination person, such as being busy and not having time, not being good at it, or not being able to talk to it, the consultation origin user can find an alternative person. In this way, the hurdle of consultation is lowered, so the consultation origin user can accumulate experience points in consultation more efficiently than before.

[0082] Further, the setting unit 133 sets an experience value for consultation based on at least one of the career, work history, skill set, history of responding to past consultations, and evaluation of the consultation of the user of the consultation destination candidate. The identification unit 134 uses the identification information of the consultation destination to collate information on users belonging to the organization to identify the consultation destination. Then, the identification unit 134 identifies at least one of the receptivity or experience value for consultation, the classification of the corresponding consultation, the number of consultations, the number of consultations, the consultee, the consultee, and the consulted item, which are included in the information on the identified consultation destination user, as information on the consultation situation related to the consultation destination. Therefore, the information processing device 100 according to the first embodiment can automatically set the experience value for consultation of the consultation destination user based on the information on the user. Conventionally, the consultation destination user himself had to input information each time to set the receptivity, etc., but the information processing device 100 makes it possible to automatically set the experience value by the above-mentioned processing, and as a result, has an effect of improving the processing speed of identifying information on the consultation situation by a computer.

[0083] <Second embodiment> In the second embodiment, an example will be described in which information regarding the resolution status of a consultation, which is received when the consultation is completed by a consultee user identified in the first embodiment, and the contents of the exchange during the consultation acquired from an external storage device, etc. are stored in association with each other. Note that the information processing device 100 according to this embodiment can be implemented by combining the first embodiment and the second embodiment within a range in which there is no contradiction.

[0084] From here, a flow of processing for storing information related to a consultation by the information processing device 100 according to the second embodiment will be described. FIG. 9 is a block diagram showing an example of information processing according to this embodiment. In this section, the user who originates the consultation will be referred to as "consultation originating user 12a." Note that a description of the part of "identifying and outputting the consultation status of the consulted user" where the processing overlaps between the second embodiment and the first embodiment will be omitted.

[0085] As shown in Fig. 9, the reception unit 131 receives, via the terminal device 200a, from the consulting user 12a, consultation attribute information such as the user to be consulted, the tool used, the consultation category, the consultation content, and disclosure settings, as well as information related to the consultation resolution status such as the resolution status, evaluation of the response, and thanks for the resolution (Fig. 9(1-1)).Then, the storage unit 132 stores the consultation attribute information and the information related to the consultation resolution status received by the reception unit 131 from the consulting user 12a in the consultation information DB 122 (Fig. 9(1-2)).

[0086] Next, the acquiring unit 136 acquires information on the content of the consultation, such as exchanges of e-mails, chats, and the like related to the resolution of the consultation between the consulted user and the consulting user, from a predetermined storage medium such as the external storage device 300 (FIG. 9 (2-1)). Then, the storage unit 132 stores the information on the content of the consultation acquired by the acquiring unit 136 in the consultation information DB 122 (FIG. 9 (2-2)).

[0087] In this way, the information processing device 100 of the second embodiment enables the accumulation of knowledge by storing information regarding the resolution status of the consultation input by the user at the consultation destination in association with exchange information regarding the response to each consultation obtained from the external storage device 300, etc.

[0088] (Information processing device 100) From here, a configuration example of the information processing device 100 according to the second embodiment will be described. Fig. 10 is a diagram showing an example of the configuration of the information processing device 100 according to the second embodiment. As shown in Fig. 10, the information processing device 100 has a communication unit 110, a storage unit 120, and a control unit 130. Note that the information processing device 100 according to the second embodiment includes functions common to the information processing device 100 according to the first embodiment. Therefore, in this section, the consultation information DB 122, the reception unit 131, the storage unit 132, and the acquisition unit 136, which are functional units with different functions and configurations, will be described.

[0089] (Consultation information DB122) The consultation information DB 122 stores information such as the request content, the exchange content, the result of the consultation, etc. in association with each other, in addition to the information described in the first embodiment. Here, an example of the information such as the request content, the exchange content, the result of the consultation stored in the consultation information DB 122 will be described.

[0090] Fig. 11 is a table diagram showing an example of information related to a consultation according to the second embodiment. As shown in Fig. 11, the consultation information DB 122 stores a consultation number, a consultation date and time, a consultation destination, a tool used, a consultation classification, a consultation source, a consultation content, a disclosure setting, a response status, a content of an exchange, an evaluation, and a thank you in association with each other.

[0091] The above-mentioned response status is information that indicates the response status of the consultation, such as "in progress" or "resolved." The content of the exchange is a record of exchanges such as emails and chats between the user who made the consultation and the user who was consulted. The evaluation is an evaluation of the response to the consultation when the consultation is completed. The thank you is information regarding the thank you for the consultation when the consultation is completed. Note that the consultation number, consultation date and time, consultation destination, tools used, consultation classification, consultation source, consultation content, and disclosure settings are the same as those in the first embodiment, so explanations will be omitted.

[0092] For example, the consultation information DB 122 stores information such as consultation date and time "2023 / 4 / 30 12:00", consultation destination "User A", tool used "email", consultation classification "Python", consultation source "User B", consultation request content "I would like to know about building XX in Python", public setting "public", response status "solved", exchange content "XXX", evaluation "solved (highly rated)", and thank you "present" for a consultation identified by consultation No. "1". Note that the exchange content referred to here may be acquired from an external storage device or the like, or may be any solution content input to the information processing device 100.

[0093] (Reception Department 131) The reception unit 131 receives attribute information of the consultation and information related to the solution status of the consultation. Specifically, the reception unit 131 receives information such as identification information of the user consulted, type of tool used, classification of the consultation, content of the consultation, disclosure setting, etc., as the attribute information of the consultation. In addition, the reception unit 131 receives information such as whether the consultation has been solved or not and thanks for handling the consultation, etc., as the information related to the solution status of the consultation.

[0094] (storage section 132) The storage unit 132 stores the attribute information of the consultation and the information on the solution status of the consultation received by the reception unit 131 in association with the information on the content of the consultation acquired by the acquisition unit 136 described below. Specifically, the storage unit 132 stores in the memory unit 120 the attribute information of the consultation, such as the identification information of the user consulted, the type of tool used, the classification of the consultation, the content of the consultation, and the disclosure setting, in association with the information on the solution status of the consultation, such as whether the consultation was solved or not and information such as thanks for handling the consultation, in association with the attribute information of the consultation, such as the identification information of the user consulted, the type of tool used, the classification of the consultation, the content of the consultation, and the disclosure setting.

[0095] (Acquisition part 136) The acquisition unit 136 acquires information related to the contents of the consultation. Specifically, the acquisition unit 136 acquires records of exchanges such as emails and chats between the user who originates the consultation and the user who is the person to be consulted from the external storage device 300, etc. In addition, the acquisition unit 136 can acquire any solution content, etc. input by the user who originates the consultation as the exchange content.

[0096] Here, an example of an input screen for the attribute information of the consultation and the information on the solution status of the consultation will be described with reference to Fig. 12 and Fig. 13. Note that in this example, the explanation will be given on the premise that the input screen is displayed on the terminal device 200 of the user who originated the consultation.

[0097] Fig. 12 is a diagram showing an example of a consultation content reception screen according to the second embodiment. As shown in Fig. 12, the information processing device 100 displays, to a user who has made a consultation, a consultation content reception screen 40 that receives attribute information of the consultation such as a user to be consulted, a tool to be used, a classification of the consultation, the consultation content, and a disclosure setting.

[0098] The above-mentioned item for user to consult is an item for inputting user identification information for the user to consult, such as a name, a character string, or an email address. The item for tool to be used is an item for selecting a communication tool, such as email or chat, for use in communicating to resolve the consultation. The item for consultation classification is an item for inputting a specified category for the classified content of the consultation. The item for consultation content is an item for inputting the content of the consultation in order to make an initial request to the user to consult in the form of a concise message. The item for disclosure settings is an item for setting whether the consultation content, the user making the consultation, the user to be consulted, etc. may be made public when the consultation is resolved.

[0099] The reception unit 131 receives information input by the user who has made a consultation based on the items on the consultation content reception screen 40. For example, as shown in Fig. 12, the reception unit 131 receives information input by the user who has made a consultation, such as "User A", the tool used "email", the category of the consultation "Python", the content of the consultation "I would like to learn about building XX in Python", and the public setting "public". The storage unit 132 then stores the information received by the reception unit 131 in the consultation information DB 122.

[0100] In this manner, the information processing device 100 receives attribute information about the consultation via the consultation content reception screen 40 displayed on the terminal device 200 of the user who originates the consultation.

[0101] Fig. 13 is a diagram showing an example of a consultation resolution status reception screen according to the embodiment 2. As shown in Fig. 13, the information processing device 100 displays a consultation status reception screen 41 for receiving information related to the resolution status of the consultation, such as consultation contents 42, registration of the resolution status 43, and thanks for the resolution 44, to the user who originated the consultation.

[0102] The above-mentioned consultation content 42 is a text message that concisely displays the consultation content such as who was consulted, what was consulted, and when. Resolution status registration 43 is a link message or the like for registering the resolution status, and the resolution status of the associated consultation is registered by clicking the relevant button. Thank you for the solution 44 is a link message or the like for registering a thank you for the resolution of the consultation, and a thank you message is registered from the user who originated the consultation to the user who was consulted via a thank you flag associated with the relevant button or another system.

[0103] The reception unit 131 receives information input by the user who has made the consultation based on the items on the consultation status reception screen 41. For example, as shown in Fig. 13, the reception unit 131 receives information on the consultation resolution status based on the click of link messages, such as the registration of the resolution status 43 "Resolved (highly rated)", "Resolved", "Not resolved (including withdrawal of consultation)", and the thank you for the resolution 44 "Click here for the thank you system", input by the user who has made the consultation. The storage unit 132 then stores the information received by the reception unit 131 in the consultation information DB 122.

[0104] In this manner, the information processing device 100 receives information regarding the resolution status of the consultation via the consultation status reception screen 41 displayed on the terminal device 200 of the user who originated the consultation.

[0105] (External storage device 300) The external storage device 300 is an example of an information processing device such as a server device or a PC that stores information about users and records of interactions between a user who is a source of advice and a user who is a recipient of advice, etc. In the external storage device 300, different devices can store information about users and records of interactions between a user who is a source of advice and a user who is a recipient of advice, etc.

[0106] (Processing Procedure) From here, the information processing procedure of the information processing device 100 according to the second embodiment will be described. Fig. 14 is a flowchart showing an example of the information processing procedure according to the second embodiment. Note that each step may be interchanged and executed within a range where there is no contradiction, and there may be a step that is not executed.

[0107] When no consultation occurs, the information processing device 100 waits for processing (No in S201). On the other hand, when a consultation occurs (Yes in S201), the reception unit 131 of the information processing device 100 receives attribute information of the consultation (S202). Next, the storage unit 132 of the information processing device 100 stores the information received by the reception unit 131 in the consultation information DB 122 (S203). Then, the information processing device 100 outputs, to the user who originated the consultation, information regarding consultation candidates and the consultation status of the users of the consultation candidates (S204).

[0108] Here, if the consultation originating user conducts a consultation but the consultation is not resolved (No in S205) and is not withdrawn (No in S206), and the information processing device 100 returns to the previous step and continues the process. On the other hand, if the consultation is resolved (Yes in S205), or if the consultation is not resolved (No in S205) but is withdrawn (Yes in S206), the reception unit 131 receives information regarding the resolution status of the consultation (S207). Then, the storage unit 132 of the information processing device 100 stores the information received by the reception unit 131 in the consultation information DB 122 (S208).

[0109] Next, the acquiring unit 136 acquires information on the content of the consultation from the external storage device 300 (S209). Then, the storage unit 132 associates the attribute information of the accepted consultation and the information on the solution status of the consultation with the acquired information on the content of the consultation and stores them (S210). Then, the information processing device 100 ends the process.

[0110] (effect) The information processing device 100 according to the second embodiment achieves the following processing in addition to the processing of the information processing device 100 in the first embodiment. The reception unit 131 of the information processing device 100 receives attribute information of the consultation and information on the solution status of the consultation. The acquisition unit 136 of the information processing device 100 acquires information on the content of the consultation. The storage unit 132 of the information processing device 100 associates and stores the attribute information of the consultation and the information on the solution status of the consultation received by the reception unit 131 with the information on the content of the consultation acquired by the acquisition unit 136. Therefore, according to the information processing device 100 of the second embodiment, by storing information such as the content of the consultation request, the content of the exchange between users for the solution of the consultation, and the evaluation of the completed consultation, it is possible to accumulate knowledge about consultations within an organization.

[0111] This allows the user who is consulting to select a user suitable for the consultation by referring to the accumulated consultations, and as a result, acquires the ability to consult autonomously and solve the worries and consultations. Then, as the user who is consulting accumulates experience of selecting a user to consult with and solving the worries and consultations by his / her own actions with the support provided by the information processing device 100, a behavioral change occurs in the user, and the user becomes able to act autonomously and spontaneously.

[0112] <Modification> Below, modifications realized by the information processing device 100 according to this embodiment will be described.

[0113] (Example of processing based on the number of consultations or the number of consultations received) The information processing device 100 according to the present embodiment can specify a user to consult with based on whether the number of consultations or the number of consultations input by the user who wishes to consult matches the number of times set as a specific condition. Also, the information processing device 100 can specify a user to consult with based on whether the number of consultations or the number of consultations input by the user who wishes to consult exceeds or falls below a threshold value set as a specific condition.

[0114] <Hardware configuration> Each component of each device shown in the figure is a functional concept, and does not necessarily have to be physically configured as shown in the figure. In other words, the specific form of distribution and integration of each device is not limited to that shown in the figure, and all or part of it can be functionally or physically distributed and integrated in any unit depending on various loads, usage conditions, etc. Furthermore, each processing function performed by each device can be realized in whole or in any part by a CPU and a program analyzed and executed by the CPU, or can be realized as hardware using wired logic.

[0115] In addition, among the processes described in this embodiment, all or part of the processes described as being performed automatically can be performed manually by a known method. In addition, the information including the processing procedures, control procedures, specific names, various data and parameters shown in the drawings can be changed arbitrarily unless otherwise specified.

[0116] <Program> As an embodiment, various devices constituting the information processing device 100 can be implemented by installing the above-mentioned information processing program as package software or online software on a desired computer. For example, by executing the above-mentioned information processing program on an information processing device, it is possible to make it function as various devices constituting the information processing device 100. The information processing device referred to here includes desktop or notebook personal computers. In addition, the information processing device also includes mobile communication terminals such as smartphones and mobile phones, and further slate terminals such as PDAs (Personal Digital Assistants).

[0117] 15 is a diagram showing an example of a computer that executes an information processing program according to this embodiment. The computer 1000 includes, for example, a memory 1010 and a CPU 1020. The computer 1000 also includes a hard disk drive interface 1030, a disk drive interface 1040, a serial port interface 1050, a video adapter 1060, and a network interface 1070. These components are connected by a bus 1080.

[0118] The memory 1010 includes a ROM (Read Only Memory) 1011 and a RAM 1012. The ROM 1011 stores a boot program such as a BIOS (Basic Input Output System). The hard disk drive interface 1030 is connected to a hard disk drive 1090. The disk drive interface 1040 is connected to a disk drive 1100. A removable storage medium such as a magnetic disk or an optical disk is inserted into the disk drive 1100. The serial port interface 1050 is connected to a mouse 1110 and a keyboard 1120, for example. The video adapter 1060 is connected to a display 1130, for example.

[0119] The hard disk drive 1090 stores, for example, an OS 1091, an application program 1092, a program module 1093, and program data 1094. That is, a program that defines each process of various devices constituting the information processing device 100 is implemented as a program module 1093 in which computer-executable code is written. The program module 1093 is stored, for example, in the hard disk drive 1090. For example, a program module 1093 for executing the same process as the functional configurations in various devices constituting the information processing device 100 is stored in the hard disk drive 1090. The hard disk drive 1090 may be replaced by an SSD (Solid State Drive).

[0120] Furthermore, setting data used in the processing of the above-described embodiment is stored as program data 1094, for example, in the memory 1010 or the hard disk drive 1090. Then, the CPU 1020 reads out the program module 1093 or the program data 1094 stored in the memory 1010 or the hard disk drive 1090 into the RAM 1012 as necessary, and executes the processing of the above-described embodiment.

[0121] Note that the program module 1093 and the program data 1094 are not limited to being stored in the hard disk drive 1090, but may be stored in, for example, a removable storage medium and read by the CPU 1020 via the disk drive 1100 or the like. Alternatively, the program module 1093 and the program data 1094 may be stored in another computer connected via a network (such as a LAN or a WAN (Wide Area Network)). The program module 1093 and the program data 1094 may then be read by the CPU 1020 from the other computer via the network interface 1070.

[0122] <Other> Although the present embodiment has been described above, the present embodiment is not limited by the description and drawings that form a part of the disclosure. In other words, other embodiments, examples, operation techniques, etc. made by those skilled in the art based on the present embodiment are all included in the scope of the present embodiment. [Explanation of symbols]

[0123] 100 Information processing device 110 Communications Department 120 Storage section 121 User Information DB 122 Consultation Information DB 130 Control section 131 Reception 132 Storage area 133 Setting section 134 Specific part 135 Output section 136 Acquisition Department 200 Terminal Equipment 300 External storage device

Claims

1. A reception unit that receives identification information of a contact point within an organization; an identification unit that identifies information regarding a consultation status related to the consultation destination based on the identification information of the consultation destination and information regarding users belonging to the stored organization; an output unit that outputs information regarding a consultation status related to the consultation destination; An information processing device comprising:

2. The identification unit is Using the identification information of the consultation destination, collate information on users belonging to the organization to identify the consultation destination; Identifying at least one of the following items included in the information about the identified user of the consultation destination as information about the consultation situation related to the consultation destination: receptivity to consultation, classification of corresponding consultation, number of consultations, number of consultations, person to be consulted, person to be consulted, and item of consultation; 2. The information processing apparatus according to claim 1,

3. The output unit is a first table displaying the receptivity to consultations and the corresponding classification of consultations; outputting a second table displaying one or more of the number of consultations, the number of consultations, the person consulted, the person consulted, and the items of consultation in combination; 2. The information processing apparatus according to claim 1,

4. The identification unit is Using information on the identified consultation destination and the consultation content corresponding to the consultation destination, a first consultation related to the consultation destination and a second consultation that is the same as or similar to the first consultation are identified; The output unit is outputting the first consultation and the second consultation in association with each other; 2. The information processing apparatus according to claim 1,

5. a setting unit for setting an experience value for a consultation based on at least one of the career, work history, skill set, response history to past consultations, and evaluation of the consultation of the user to be consulted; The identification unit is Using the identification information of the consultation destination, collate information on users belonging to the organization to identify the consultation destination; Identifying at least one of the following items included in the information about the identified user of the consultation destination as information about the consultation situation related to the consultation destination: receptivity to consultation or the experience value, a corresponding classification of consultation, the number of consultations, the number of consultations, the person consulted, the person consulted, and the item of consultation; 2. The information processing apparatus according to claim 1,

6. The reception unit is Accepts attribute information of the consultation and information regarding the resolution status of the consultation, An acquisition unit that acquires information regarding the content of the consultation; a storage unit that stores attribute information of the consultation and information on a resolution status of the consultation received by the reception unit, and information on the content of the consultation acquired by the acquisition unit, in association with each other.

2. The information processing apparatus according to claim 1,

7. An information processing method executed by an information processing device, A receiving step of receiving identification information of a consultee in the organization; a step of identifying information regarding a consultation situation related to the consultation destination based on identification information of the consultation destination and information regarding users belonging to the stored organization; an output step of outputting information regarding a consultation status related to the consultation destination; 13. An information processing method comprising:

8. A receiving step of receiving identification information of a consultee in an organization; a step of identifying information regarding a consultation situation related to the consultation destination based on identification information of the consultation destination and information regarding users belonging to the stored organization; an output step of outputting information regarding a consultation status related to the consultation destination; An information processing program characterized by causing a computer to execute the above.

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