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 consultation-related information in an organization. The information processing device 100 identifies consultation destination candidates on the basis of the consultation-related information and information on users belonging to a stored organization. The information processing device 100 outputs information on the consultation destination candidates in a given format.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 information regarding consultations within an organization, an identification unit that identifies potential consultation destinations based on the information regarding the consultation and stored information regarding users belonging to the organization, and an output unit that outputs the information regarding the potential consultation destinations in a predetermined format. 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 list display screen of consultation candidates according to the first embodiment. [Figure 7]FIG. 7 is a flowchart illustrating an example of an information processing procedure according to the first embodiment. [Figure 8] FIG. 8 is a block diagram illustrating an example of information processing according to the second embodiment. [Figure 9] FIG. 9 is a diagram illustrating an example of the configuration of an information processing device according to the second embodiment. [Figure 10] FIG. 10 is a table illustrating an example of information related to consultation according to the second embodiment. [Figure 11] FIG. 11 is a diagram showing an example of a consultation content reception screen according to the second embodiment. [Figure 12] FIG. 12 is a diagram illustrating an example of a consultation resolution status reception screen according to the second embodiment. [Figure 13] FIG. 13 is a flowchart illustrating an example of an information processing procedure according to the second embodiment. [Figure 14] FIG. 14 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 outputting information on consultation candidates to a user who has made a consultation based on information on the consultation such as the content of the consultation by the user who has made a consultation, the receptiveness and response status of users in an organization to the consultation, and various information within the organization.

[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 accepts information regarding consultations in an organization. Next, the information processing device 100 identifies consultation candidates based on the information regarding the consultations and the stored information regarding users belonging to the organization. Then, the information processing device 100 outputs the information regarding the consultation candidates in a predetermined format.

[0015] Specifically, as shown in FIG. 1, the information processing device 100 receives information about the consultation, such as the content of the consultation and the classification of the consultation, input by the user 10 who has made the consultation ((1) in FIG. 1).

[0016] The information processing device 100 identifies consultation candidates based on information related to the received consultation. Then, the information processing device 100 identifies information related to the consultation status, such as the receptivity to consultations corresponding to the identified consultation candidates, the number of consultations currently being handled, etc. ((2) in FIG. 1).

[0017] The information processing device 100 outputs the identified consultation candidates and information related to the consultation situation to the user in a predetermined format such as a list ((3-1) in FIG. 1). For example, as shown in (3-2) in FIG. 1, the information processing device 100 outputs to the user who made the consultation, "identification results based on consultation content and receptivity to consultation," "identification results based on past careers, skills, and consultation response records," "identification results of technical information, manuals, etc." in a list display or the like.

[0018] Then, the user 10 who is the source of the consultation selects the candidate user 11 and consults with him / her ((4-1) in FIG. 1), or selects technical information, manuals, etc. ((4-2) in FIG. 1) based on the candidate consultations and the information on the consultation status of the candidate consultations output by the information processing device 100. In this way, the user who is the source of the consultation 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 the user who is consulting has something he or she wants to consult about but the candidate users are unknown, the information processing device 100 outputs the candidate users and the receptiveness of the candidate users to the consultation, the current response status, and the like, based on the input information about the consultation. As a result, the information processing device 100 enables the user who is consulting to enjoy the visualized list information of the candidate users and the consultation status of the multiple candidate users, thereby supporting employees to acquire the ability to consult autonomously.

[0020] <First embodiment> In the first embodiment, an example is described in which a consultation candidate is identified based on information regarding the content of the consultation received as input from the user who originated the consultation, and information regarding the identified consultation candidate and the consultation status of the consultation candidate is identified and output to the user who originated the consultation.

[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 "consultation source user 12a" and "consultation candidate user 12b", respectively.

[0022] 2, the reception unit 131 receives information about a consultation in an organization, such as a character string representing the content of the consultation, from the user 12a who is the source of the consultation via the terminal device 200a ((1-1) in FIG. 2). Then, the storage unit 132 stores the information about the consultation 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 candidate user 12b, attribute information such as affiliation and job title of the candidate user 12b, and information on the user such as receptiveness to consultation, via the terminal device 200b ((2-1) in FIG. 2). Then, the reception unit 131 stores the user information received from the candidate user 12b in the user information DB 121 ((2-2) in FIG. 2).

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

[0025] The output unit 135 outputs information on the candidate users identified by the identification unit 134 and the consultation status of the candidate users to the terminal device 200a of the user 12a who is the source of the consultation in a predetermined format such as a list ((4) in Figure 2).

[0026] In this way, the information processing device 100 according to the first embodiment outputs to the user who originated the consultation information regarding the candidate consultation users identified based on the consultation-related information input by the user who originated the consultation, and information regarding the consultation status of the candidate consultation users.

[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] 3, the information processing device 100 may include an input unit such as a keyboard or a mouse for receiving input of consultation-related information from the user who is the source of the consultation and user-related information from the candidate users. The information processing device 100 may also include a display unit such as a display for displaying to the user who is the source of the consultation information on the identified candidate users and the consultation status of the candidate users.

[0029] (Communication unit 110) The communication unit 110 performs data communication for outputting the identified consultation candidate users and information on the consultation status of the consultation candidate users to the terminal device 200 of the consultation originating user, etc. The communication unit 110 also performs data communication for acquiring information on the user used to identify the information on the consultation status 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 who is a candidate for consultation, 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 destination is identification information (user identification information) of the consultation destination, such as a name, character string, email address, etc. for identifying a user who is a candidate for the consultation and belongs to the organization. The tool used is information for identifying a communication tool used when making a 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 disclosure setting is information regarding 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 users and information about consultations in organizations. Specifically, the reception unit 131 receives information about the users of the consultation candidates input by the users of the consultation candidates. For example, the reception unit 131 receives information about the users, such as user identification information, the organization to which the user belongs, the job title, the consultation acceptance level (whole organization), the consultation acceptance level (own organization), and the consultation acceptance level (other organizations). The acceptance level received by the reception unit 131 is the acceptance level of the "consultation content that the consultation candidate can possibly handle" set by the users of the consultation candidates themselves.

[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 consultation destination, the tool used, the classification of the consultation, the content of the consultation, and the disclosure setting.

[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 the experience value of the consultation candidate user based on information about the user of the consultation candidate. Specifically, the setting unit 133 sets the 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 consultation candidate user. Note that the experience value set by the setting unit 133 is an experience value for "content of consultation that the user may be able to handle" that is set based on the career, etc. of the consultation candidate user.

[0045] The user's career, as described above, is information on the career of the candidate user in the tasks, cases, projects, etc. in which the candidate user has been involved in the organization to which the candidate user belongs. The work history is historical information on the sub-organizations to which the candidate 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 candidate user. The history of responses to past consultations is historical information such as the number of consultations the candidate user has responded to. The evaluation of the consultations is information on the evaluation of the responses to consultations the candidate user has responded to in the past, such as whether they were resolved or not.

[0046] For example, the setting unit 133 sets the experience value of a potential user to be consulted as "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 the experience value of the consultation candidate user for consultations. The setting unit 133 can also set the experience value of the consultation candidate user for consultations 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 identifying unit 134 identifies potential consultation destinations based on information about the consultation stored in the consultation information DB 122 and information about the users belonging to the organization stored in the user information DB 121.

[0049] Specifically, the identification unit 134 compares at least one of information on the content of the consultation, receptivity or experience value for consultation, information on the track record of consultations, and a specified search term contained in the information on the consultation with user attribute information, receptivity or experience value for consultation related to the user, and information on the track record of consultations related to the user contained in the information on the user belonging to the organization, and identifies the user belonging to the organization as a candidate for consultation.

[0050] For example, the identification unit 134 identifies multiple users who are candidates for consultation by comparing the content of the consultation input by the user who made the consultation, "I would like to know about building XX in Python," the receptivity to the consultation, "Welcome or OK," information about the consultation record, "Number of consultations handled at least once," and a predetermined search term, "Python," with information about the user, such as the receptivity to the consultation, "Welcome" or "OK," and the consultation record, "Number of consultations handled at least once." Note that in this embodiment, the predetermined search term is a sentence input by the user who made the consultation to search for users or knowledge who are candidates for consultation, or an arbitrary character string extracted from the sentence, and the same applies hereinafter.

[0051] The specification unit 134 also compares at least one of the consultation classification, consultation content, receptivity to consultation, number of consultations, number of consultations received, and a predetermined search term included in the information about the consultation with the information about the organization, and specifies information about knowledge for solving the consultation as a candidate for consultation. That is, the specification unit 134 specifies not only users (humans) but also knowledge and knowledge such as technical information and manuals as the candidate for consultation.

[0052] For example, the identification unit 134 matches the content of the consultation input by the user making the consultation, such as "I would like to know about building XX using Python," the receptivity to the consultation, such as "Welcome or OK," information regarding the consultation record, such as "Number of consultations handled at least once," and a specified search term, "Python," with knowledge within the organization and registered information such as "Python," to identify technical information, manuals, etc. within multiple organizations.

[0053] Furthermore, the identifying unit 134 identifies a first consultation related to the consultation candidate user and a second consultation that is the same as or similar to the first consultation, using information on the identified consultation candidate user and the consultation content corresponding to the consultation candidate user. Specifically, the identifying unit 134 identifies the consultation category corresponding to the consultation candidate user and the consultation candidate user identified by the above-mentioned process, and the consultation content that is the same as or similar to the first consultation. Note that the identifying unit 134 can identify multiple second consultations.

[0054] 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.

[0055] 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".

[0056] (Output unit 135) The output unit 135 outputs information about the consultation candidate in a predetermined format. Specifically, the output unit 135 outputs information about the consultation candidate user identified by the identification unit 134 and the consultation status of the consultation candidate user in a format such as a list.

[0057] Here, a description will be given using an example of information on consultation candidate users and consultation statuses of the consultation candidate users outputted by the output unit 135. Fig. 6 is a diagram showing an example of a list display screen of consultation candidate users according to the first embodiment.

[0058] 6, the output unit 135 outputs a screen 20 on which information on the consultation status of the identified consultation candidate user is displayed. The screen 20 shows a screen 21 managed by the consultation source user, a screen 22 displaying search keywords, and a screen 23 displaying the identification result of the consultation candidate user.

[0059] The above-mentioned screen 21 includes links to, for example, "Consult," which calls up an input screen for the consultation content, "Ask You," which displays the consultation content for the person consulting, "Favorites," which is a record of favorite users who are potential consultants, and "My Profile," which is information about the user from whom the consultation originates.

[0060] The screen 22 includes information such as the search term "Python XX construction" input by the user B who is the source of the consultation. The screen 22 may also include the age, sex, job title, job function, etc. of the candidate users to be consulted, so that the user B can search for a user who is easy to consult with. When the above-mentioned search term and the user's age, sex, job title, job function, etc. are input, the output unit 135 can output only the candidate users who are the source of the consultation who correspond to the search result.

[0061] The screen 23 displays items such as the name, affiliation, genre / keyword, consultation acceptance level, current consultation status, and contact of the identified user as the identification result by the identification unit 134 in association with each other. For example, in the "name" field, the name of the user of the consultation candidate identified based on the information on the consultation input by the user who is the consultation source is displayed. In the "affiliation" field, the sub-organization to which the identified consultation candidate user belongs is displayed. In the "genre / keyword" field, the field in which the identified consultation candidate user can handle consultations and specific keywords are displayed. In the "acceptance of consultation" field, the acceptance level of each of the identified consultation candidate users is displayed in three stages such as "Welcome", "OK", and "NG". In the "current consultation status" field, the number of consultations that the identified consultation candidate user is handling at the time of search is displayed. In the "contact" field, a button for contacting the identified consultation candidate user is displayed. Note that the above-mentioned "ongoing consultation at the time of search" is merely an example, and the number of "past consultations that have been completed" may be displayed under the item name "past consultation status" in the "current consultation status" field.

[0062] As a specific example, the output unit 135 can display information such as the name "User A," affiliation "XX Department," genre / keywords "Python, cloud, XX construction," receptivity to consultation "Welcome," and current consultation status "number of people consulted: 1, number of consultations: 1" to the user who made the consultation as the identified result.

[0063] Furthermore, the output unit 135 can output the result of sorting based on a predetermined condition for each of the above-mentioned items. For example, the output unit 135 can output the result of sorting the items of "name", "affiliation", and "genre / keyword" in ascending or descending order by hiragana, katakana, JIS (Japanese Industrial Standards) kanji code, etc. In addition, when identification information such as an ID is assigned to "genre", the output unit 135 can output the result of sorting based on the ID. In addition, with regard to "affiliation", the output unit 135 can output the result of sorting based on a predetermined distance between a sub-organization to which the consultation source user belongs and a sub-organization to which the consultation candidate user belongs. Note that the "distance" referred to here may be the connection distance between multiple sub-organizations on an organizational chart, or the physical distance of the business establishments to which each sub-organization belongs.

[0064] The output unit 135 also outputs the result of sorting the "consultation acceptance level" item in ascending or descending order by acceptance level, such as "Welcome -> OK -> NG" or "NG -> OK -> Welcome." The output unit 135 can also output the result of sorting the "current consultation status" item in ascending or descending order by numbers, etc.

[0065] Furthermore, the output unit 135 can output to the consultation source user technical information, manuals, etc., within the organization that is a consultation destination candidate identified by the identification unit 134. For example, the output unit 135 can output technical information, manuals, etc., within the organization by using a list display screen of the consultation destination candidates shown in FIG.

[0066] In this case, the name item included in the screen 23 displays a character string or the like that identifies the technical information, manual, etc. The affiliation item displays a sub-organization that manages the technical information, manual, etc. The genre / keyword item displays the field of the technical information, manual, etc., or a specific keyword. The consultation acceptance item is, for example, displayed as the "importance" of the technical information, manual, etc. The current consultation status item is, for example, displayed as the number of views of the technical information, manual, etc. per unit period. The contact item is, for example, displayed as a button for viewing the technical information, manual, etc., such as "viewing." Other items include, for example, the "manual creation date" displays the date and time the manual was created, and the "manual update date / time" displays the time the manual was updated.

[0067] 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.

[0068] (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.

[0069] 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.

[0070] (Processing Procedure) From here, the information processing procedure of the information processing device 100 according to the first embodiment will be described. Fig. 7 is a flowchart showing an example of the information processing procedure according to the first 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.

[0071] In a situation where 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 information regarding the consultation in the organization (S102). Then, the storage unit 132 stores the information regarding the consultation received by the reception unit 131 in the consultation information DB 122 (S103).

[0072] Next, the identification unit 134 identifies consultation candidates based on the information about the consultation and the information about the users belonging to the stored organizations (S104). Then, the output unit 135 outputs information about the consultation candidates and the consultation status of the users of the consultation candidates in a predetermined format as information about the consultation candidates (S105). Then, the information processing device 100 ends the process.

[0073] (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.

[0074] Therefore, the receiving unit 131 of the information processing device 100 according to this embodiment receives information regarding consultation in an organization. The identifying unit 134 of the information processing device 100 identifies consultation candidates based on the consultation information and the stored information regarding users belonging to the organization. The output unit 135 of the information processing device 100 outputs the information regarding the consultation candidates in a predetermined format. Therefore, according to the first embodiment, an effect is achieved that appropriate support for consultation actions of a user can be easily provided.

[0075] Specifically, the specification unit 134 collates at least one of information on the content of the consultation, receptivity or experience value for consultation, information on the track record of consultation, and a predetermined search term, with attribute information on the user, receptivity or experience value for consultation related to the user, and information on the track record of consultation related to the user, contained in the information on the user belonging to the organization, to specify the user belonging to the organization as a candidate for consultation. Therefore, the information processing device 100 according to the first embodiment can specify a candidate user for consultation based on the content of the consultation of the user who is the source of the consultation, and output information on the candidate user for consultation and the consultation situation of the candidate user for consultation. Therefore, even if the user who is the source of the consultation does not know an appropriate user for the content of the consultation, the user who is the source of the consultation can search for a candidate user for consultation and select a user for consultation based on the content of the consultation, receptivity, and other information. As a result, the user who is the source of the consultation can acquire the ability to consult autonomously and solve his / her worries and consultations. Then, with the support provided by the information processing device 100, the user who wishes to consult can select a user to consult with from among potential users, consult with them, and gain experience in resolving the problem or problem through their own actions. As a result, a behavioral change occurs in the user, and the user becomes able to act autonomously and spontaneously.

[0076] Furthermore, the identification unit 134 collates at least one of the consultation classification, consultation content, receptivity or experience value for consultation, number of consultations, number of consultations received, and a predetermined search term, contained in the information about the consultation, with the information about the organization, and identifies information about knowledge for solving the consultation as a consultation destination candidate. Therefore, the information processing device 100 according to the first embodiment can output knowledge and knowledge accumulated in the organization as a consultation destination candidate based on the consultation content of the consultation source user. Therefore, even if the consultation source user does not know an appropriate consultation destination for the consultation content, the consultation source user can search for and select technical information, manuals, etc. as a consultation destination candidate based on the consultation content and other information. As a result, the consultation source user can acquire the ability to autonomously consult and solve worries and consultations.

[0077] Furthermore, the output unit 135 identifies a first consultation included in the information on the consultation status 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 originating user and output it to the consultation originating user. Therefore, the consultation originating user can select a consultation destination user suitable for the consultation by himself / herself by referring to the related consultations, and as a result, he / she can acquire the ability to consult autonomously and solve each worry or consultation.

[0078] 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 candidate. The identification unit 134 uses the identification information of the consultation candidate to collate information on users belonging to the organization to identify the consultation candidate. 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 user of the identified consultation candidate, as information on the consultation situation related to the consultation candidate. Therefore, the information processing device 100 according to the first embodiment can automatically set the experience value for consultation of the user of the consultation candidate based on the information on the user. Conventionally, the user of the consultation candidate had to input information each time and 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.

[0079] <Second embodiment> In the second embodiment, an example will be described in which a consultation is carried out based on the consultation candidates output by the first embodiment and information on the consultation status of the consultation candidates, and information on the resolution status of the consultation that is received when the consultation is completed, 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.

[0080] From here, the flow of storage processing of information related to a consultation by the information processing device 100 according to the second embodiment will be described. FIG. 8 is a block diagram showing an example of information processing according to the second 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 a candidate user to be consulted, and identifying and outputting the consultation status of the candidate user" that overlaps between the second embodiment and the first embodiment will be omitted.

[0081] As shown in Fig. 8, the reception unit 131 receives, via the terminal device 200a, from the consultation originating user 12a, consultation attribute information such as candidate users to consult with, tools used, consultation classification, 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. 8 (1-1)). Then, the storage unit 132 stores the consultation attribute information and information related to the consultation resolution status received by the reception unit 131 from the consultation originating user 12a in the consultation information DB 122 (Fig. 8 (1-2)).

[0082] 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 potential user and the user who requested the consultation, from a predetermined storage medium such as the external storage device 300 ((2-1) in FIG. 8). 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 ((2-2) in FIG. 8).

[0083] In this way, the information processing device 100 according to the second embodiment enables the accumulation of knowledge by storing information regarding the resolution status of the consultation input by the potential user and exchange information regarding the response to each consultation obtained from the external storage device 300 or the like in association with each other.

[0084] (Information processing device 100) From here, an example of the configuration of the information processing device 100 according to the second embodiment will be described. FIG. 9 is a diagram showing an example of the configuration of the information processing device 100 according to the second embodiment. As shown in FIG. 9, 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.

[0085] (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.

[0086] Fig. 10 is a table diagram showing an example of information related to a consultation according to the second embodiment. As shown in Fig. 10, 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.

[0087] 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.

[0088] 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.

[0089] (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.

[0090] (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.

[0091] (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.

[0092] 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. 11 and Fig. 12. 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.

[0093] Fig. 11 is a diagram showing an example of a consultation content reception screen according to the second embodiment. As shown in Fig. 11, 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.

[0094] 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.

[0095] 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. 11, the reception unit 131 receives information input by the user who has made a consultation, such as "User A", the tool used "email", the consultation category "Python", the consultation content "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.

[0096] 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.

[0097] Fig. 12 is a diagram showing an example of a consultation resolution status reception screen according to the embodiment 2. As shown in Fig. 12, 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.

[0098] 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.

[0099] 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. 12, 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.

[0100] 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.

[0101] (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.

[0102] (Processing Procedure) From here, the information processing procedure of the information processing device 100 according to the second embodiment will be described. Fig. 13 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.

[0103] 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).

[0104] 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).

[0105] 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.

[0106] (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.

[0107] Thereby, the user who originates the consultation can select a user suitable for consultation by referring to the accumulated consultations, and as a result, acquire the ability to consult autonomously and solve the worries and consultations. Then, by the user who originates the consultation accumulating the experience of selecting a user to consult from among the users who are candidates for consultation and consulting with them through the support provided by the information processing device 100 and solving the worries and consultations through his / her own actions, the behavior of the user changes and the user becomes able to act autonomously and spontaneously.

[0108] <Modification> Below, modifications realized by the information processing device 100 according to this embodiment will be described.

[0109] (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 identify users who are candidates for consultation 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 identify users who are candidates for consultation 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.

[0110] <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.

[0111] 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.

[0112] <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).

[0113] 14 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.

[0114] 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.

[0115] 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).

[0116] 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.

[0117] 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.

[0118] <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]

[0119] 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 information regarding consultations in the organization; an identification unit that identifies a candidate for consultation based on information about the consultation and stored information about users belonging to the organization; an output unit that outputs information about the consultation candidates in a predetermined format; An information processing device comprising:

2. The identification unit is identifying users belonging to the organization as candidates for consultation by comparing at least one of information on the content of the consultation, receptivity to consultation, information on consultation track record, and a predetermined search term, which is included in the information on the consultation, with user attribute information, receptivity to consultation related to the user, and information on consultation track record related to the user, which is included in the information on the users belonging to the organization; 2. The information processing apparatus according to claim 1,

3. The identification unit is identifying information related to knowledge for resolving the consultation as the candidate for consultation by comparing at least one of the consultation classification, consultation content, receptivity to the consultation, number of consultations, number of consultations received, and a predetermined search term included in the information related to the consultation with information related to the organization; 2. The information processing apparatus according to claim 1,

4. The identification unit is Using the identified consultation candidate and information on the consultation content corresponding to the consultation candidate, a first consultation related to the consultation candidate 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 a career history, a work history, a skill set, a history of dealing with past consultations, and an evaluation of the consultation of the user who is a consultation candidate; The identification unit is identifying users belonging to the organization as candidates for consultation by comparing at least one of information on the content of the consultation, receptivity or experience value for consultation, information on consultation track record, and a predetermined search term, which is included in the information on the consultation, with user attribute information, receptivity or experience value for consultation related to the user, and information on consultation track record related to the user, which is included in the information on users belonging to the organization; 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 process for receiving information regarding a consultation in the organization; a step of identifying a candidate for consultation based on information about the consultation and stored information about users belonging to the organization; an output step of outputting information about the consultation candidate in a predetermined format; 13. An information processing method comprising:

8. A receiving step of receiving information regarding a consultation in an organization; a step of identifying a candidate for consultation based on information about the consultation and stored information about users belonging to the organization; an output step of outputting information about the consultation candidate in a predetermined format; An information processing program characterized by causing a computer to execute the above.

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