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 identifies consultation destination candidates on the basis of consultation-related information and information on users belonging to a stored organization. The information processing device 100 uses information on the consultation destination candidates, consultation-related information, and the information on the users belonging to the organization to generate a network diagram regarding the consultation destination candidates consisting of nodes connected by edges, the nodes representing users identified as the consultation candidates.The information processing device 100 outputs the network diagram regarding the consultation destination candidates.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, the conventional technology asks the user preset questions and grasps the user's physical and mental state from the answers obtained, but it is difficult to directly solve the user's work-related consultation. Also, when a 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 an identification unit that identifies candidate consultation destinations based on information regarding the consultation and information regarding users belonging to a stored organization, a creation unit that creates a network diagram of the candidate consultation destinations based on the information regarding the candidate consultation destinations, the information regarding the consultation, and the information regarding the users belonging to the organization, in which the users identified as the candidate consultation destinations are used as nodes and the nodes are connected by edges, and an output unit that outputs the network diagram of the candidate consultation destinations. 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 candidate according to the first embodiment. [Figure 7] FIG. 7 is a diagram illustrating an example of a network diagram of consultation candidates 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 consultation candidates based on the identification information of the consultation candidates and the content of the consultation, and creating and outputting a network diagram for the consultation candidates.

[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' behalf 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 this embodiment identifies consultation candidates based on information about the consultation and information about users belonging to the stored organization. Next, the information processing device 100 creates a network diagram related to the consultation candidates in which the users identified as consultation candidates are treated as nodes and the nodes are connected by edges based on the information about the consultation candidates, the consultation, and the users belonging to the organization. Then, the information processing device 100 outputs the network diagram related to the consultation candidates.

[0015] Specifically, as shown in FIG. 1, the information processing device 100 accepts information related to the consultation, such as identification information of the consultation candidate, the content of the consultation request, the consultation candidate’s receptiveness to the consultation, the consultation response record, search terms, etc., input by the user 10 requesting the consultation ((1) in FIG. 1).

[0016] The information processing device 100 identifies a candidate user for consultation and information on the consultation status of the candidate user based on the information on the consultation received ((2) in FIG. 1). Furthermore, the information processing device 100 identifies other candidate users for consultation who have a predetermined relationship with the identified candidate user for consultation.

[0017] The information processing device 100 outputs to the user who is the source of the consultation a network diagram expressing the identified users who are candidates for consultation and the predetermined relationships between the users who are candidates for consultation ((3-1) in FIG. 1). For example, as shown in (3-2) in FIG. 1, the information processing device 100 outputs to the user a network diagram in which the identified users who are candidates for consultation and other users who have predetermined relationships with the users who are candidates for consultation are treated as nodes and the nodes are connected by edges.

[0018] Then, the user 10 who wishes to consult selects a candidate user to consult with based on the network diagram output by the information processing device 100, and conducts consultation ((4-1) in FIG. 1). For example, the user 10 who wishes to consult selects a candidate user 11 to consult with based on the information output by the information processing device 100, conducts 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 the user himself selects a consultation destination, the information processing device 100 outputs other users associated with the consultation destination candidate identified based on the information on the consultation and other information as a network diagram. As a result, the information processing device 100 enables the user who made the consultation to confirm the visualized users of the consultation destination candidate and users associated with the users of the consultation destination candidate, thereby enabling support for employees to acquire the ability to autonomously seek consultation.

[0020] <First embodiment> In the first embodiment, an example will be described in which consultation candidates are identified based on consultation-related information received as input from a user who originates a consultation, and a network diagram is created that associates the identified consultation candidates with other consultation candidates, and the network diagram is output to the user who originates a 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 related to the consultation, such as identification information of the consultation candidate, the content of the consultation request, the receptiveness of the consultation candidate to the consultation, the track record of handling the consultation, and search terms, from the consultation originating user 12a via the terminal device 200a ((1-1) in FIG. 2). Then, the storage unit 132 stores the information related to 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 a user 12b who is a candidate for consultation based on information about the consultation stored in the user information DB 121 and information about users such as an employee directory in which information about users belonging to the organization stored in the consultation information DB 122 is recorded ((3) in FIG. 2).

[0025] The creation unit 135 creates a network diagram in which the identified candidate users for consultation, the candidate users identified based on the input information about the consultation and the information about the users, and users associated with the candidate users through consultations are treated as nodes, and the nodes are connected with edges ((4) in FIG. 2).

[0026] The output unit 136 outputs the network diagram created by the creation unit 135 to the terminal device 200a of the user 12a who is the requester for consultation ((5) in FIG. 2).

[0027] In this manner, the information processing device 100 according to the first embodiment outputs to the user who is the origin of the consultation a network diagram that displays the association between multiple potential consultation users identified based on the consultation-related information input by the user who is the origin of the consultation.

[0028] (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.

[0029] 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 used in creating a network diagram, information about users belonging to an organization, etc. Also, the information processing device 100 may include a display unit such as a display for displaying the created network diagram to the user who made the consultation.

[0030] (Communication unit 110) The communication unit 110 performs data communication for outputting the created network diagram to the terminal device 200 of the consulting user, etc. The communication unit 110 also performs data communication for acquiring information about the user used to create the network diagram from an external storage device, etc.

[0031] 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.

[0032] (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.

[0033] (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.

[0034] 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.

[0035] 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)".

[0036] 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.

[0037] 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.

[0038] (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.

[0039] 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.

[0040] 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.

[0041] (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 receiving unit 131, a storage unit 132, a setting unit 133, a specifying unit 134, a creating unit 135, and an output unit 136.

[0042] (Reception Department 131) The reception unit 131 receives information about users and information about consultations. 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). Note that 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.

[0043] The reception unit 131 also receives information related to the consultation input by the user who made the consultation. Specifically, the reception unit 131 receives 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 candidate in the organization. The reception unit 131 also receives information related to the consultation, such as the identification information of the consultation destination candidate, the content of the consultation request, the receptivity of the consultation destination candidate to the consultation, the track record of handling the consultation, and the search terms.

[0044] (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.

[0045] (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.

[0046] 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.

[0047] 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".

[0048] 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.

[0049] (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.

[0050] Specifically, the identification unit 134 compares at least one of the identification information of the consultation candidate, information on the content of the consultation, receptivity or experience value for consultation, information on the track record of consultation, and a specified search term, contained in the information on the consultation, with the user attribute information, the 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 identify the user belonging to the organization as a consultation candidate.

[0051] For example, the identification unit 134 identifies user A as a candidate user for consultation based on the identification information of the user of the consultation candidate input by the user who made the consultation, "user A." The identification unit 134 also identifies multiple users as candidates for consultation by matching the content of the consultation input by the user who made the consultation, "I would like to learn about building XX in Python," the receptivity to the consultation, "Welcome or OK," the information on the consultation record, "Number of consultations handled at least once," and the predetermined search term, "Python," with the receptivity to the consultation, "Welcome" or "OK," the consultation record, "Number of consultations handled at least once," and other information included in the information on the user. Note that the predetermined search term in this embodiment refers to a character string input by the user who made the consultation to identify the candidate user for consultation.

[0052] In addition, the identification unit 134 identifies at least one of the following items contained in the information about the user of the identified consultation candidate: receptivity or experience level to consultations, corresponding consultation classification, number of consultations, number of times consulted, person to be consulted, person to be consulted, and consultation item, as information about the consultation situation related to the consultation candidate.

[0053] For example, when consulting on consultation No. “1” shown in FIG. 5, the identification unit 134 identifies “User A”, a potential user to consult with, using the name, character string, email address, etc. input by the consultation source “User C”.

[0054] Next, the identification unit 134 extracts the receptivity to consultations, the classification of corresponding consultations, the number of consultations, the number of consultations, the person consulted, the person consulted, the topic of consultations, etc., associated with the identified user A. For example, the identification unit 134 extracts information on the receptivity to consultations (whole organization), the receptivity to consultations (own organization), and the receptivity to consultations (other organizations) shown in Fig. 4. In addition, the identification unit 134 extracts the classification of consultations, the number of consultations, the number of consultations, the person consulted, the person consulted, the topic of consultations, etc., by tabulating the information shown in Fig. 5.

[0055] 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.

[0056] 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.

[0057] 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 candidate user identified by the above-mentioned process, the consultation category to which the user corresponds, 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.

[0058] 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.

[0059] 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".

[0060] (Creation Department 135) The creation unit 135 creates a network diagram of the consultation candidates in which the users identified as consultation candidates by the identification unit 134 are treated as nodes and the nodes are connected by edges, based on the information about the consultation candidates, the information about the consultation, and the information about the users belonging to the organization.

[0061] Specifically, the creation unit 135 creates a network diagram of the consultation candidates in which the users of the consultation candidates identified as the consultation candidates and each user associated with the consultation candidate user are treated as nodes based on at least one of the identification information of the consultation candidates, the content of the consultation request, the specified receptivity, the specified track record of handling consultations, and the search term contained in the information regarding the consultation, and the receptivity of the consultation candidates to consultations and the consultation track record of the consultation candidates contained in the information regarding the user, and connects the nodes with edges according to the consultation status.

[0062] For example, the creation unit 135 creates a network diagram in which user A identified by the above-mentioned identification unit 134 based on the identification information “user A” of the candidate consultation destination and users who are the consultation destination or consulted by user A are treated as nodes, and are connected by edges according to the consultation situation.

[0063] In addition, the creation unit 135 creates a network diagram in which the multiple potential users identified by the above-mentioned identification unit 134 as consultation candidates are nodes and connected by edges according to the consultation situation by matching the content of the consultation, "I'd like to know about building XX with Python," the receptivity to the consultation, "Welcome or OK," information about the consultation record, "Number of consultations handled at least once," and the specified search term, "Python," with information about the users, such as the receptivity to the consultation, "Welcome" or "OK," and the consultation record, "Number of consultations handled at least once."

[0064] The above-mentioned nodes refer to the intersections, centers, and gathering points of the network in the network diagram, and are composed of users who are candidates for consultation in this embodiment. The edges according to the consultation situation refer to the lines connecting the above-mentioned nodes, and visually express information such as the relationship between the users who are candidates for consultation, the response status of the consultation, and when the consultation took place.

[0065] The creation unit 135 creates a network diagram related to consultation candidates by treating the first consultation and the second consultation identified by the identification unit 134 as nodes and connecting the nodes with edges according to the consultation situations. Specifically, the creation unit 135 creates a network diagram by connecting nodes representing the contents of the multiple consultations identified by the identification unit 134 with edges according to the contents of each consultation, the similarity of the users who handled them, the timing, the evaluation, etc.

[0066] For example, the creation unit 135 creates a network diagram based on the consultation destination "User A", the consultation category "Python", and the consultation content "I would like to learn about building XX with Python" corresponding to consultation No. "1" shown in Fig. 5, and the consultation destination "User A", the consultation category "Python", and the consultation content "Could you please teach me about building XX with Python" corresponding to consultation No. "2". That is, the creation unit 135 determines that consultation No. "1" and consultation No. "2" are related consultations based on the words such as "Python" and "building XX" that are commonly included in both consultations and the word similarity, and creates a network diagram by connecting each consultation as a node with an edge. Note that the similarity referred to here may be a known measure such as Euclidean distance.

[0067] The creation unit 135 also creates a network diagram related to consultation candidates by treating each piece of information related to knowledge for solving a plurality of consultations identified by the identification unit 134 as a node and connecting each node with an edge. Specifically, the creation unit 135 creates a network diagram by connecting nodes representing the contents of technical information, manuals, etc. identified by the identification unit 134 with edges according to the similarity of the contents and classifications of each piece.

[0068] (Output unit 136) The output unit 136 outputs the identified consultation candidates, information on the consultation status related to the consultation candidates, and a network diagram related to the consultation candidates.

[0069] Specifically, the output unit 136 outputs, in the form of a list or the like, information on the consultation status of users who are potential consultation destinations identified by the identification unit 134, or information on the consultation status for each sub-organization. Note that the output unit 136 is not limited to information on the consultation status for each sub-organization, and can output, for example, information on the consultation status for the entire organization or for each user specified by the user who originated the consultation.

[0070] Here, an example of information on the consultation status output by the output unit 136 will be described. Fig. 6 is a diagram showing an example of a consultation status screen for each consultation candidate according to the first embodiment. Specifically, the output unit 136 outputs a first table displaying the receptivity to consultation and the corresponding classification of consultation, and a second table displaying 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.

[0071] 6, the output unit 136 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 attribute information of the consultation candidate user, a screen 23 displaying the consultation acceptance level of the consultation candidate user as a first table, a screen 24 displaying the consultation status of the consultation candidate user as a second table, and a button 25 for applying for consultation with the consultation candidate user.

[0072] 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.

[0073] Screen 22 includes, for example, information such as "user A" as a candidate user, the affiliation and job title of the candidate user "XX department, manager", and contact information "userA@XXdept.com".

[0074] 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.

[0075] 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).

[0076] Furthermore, the output unit 136 outputs the first consultation and the second consultation in association with each other. Specifically, the output unit 136 associates the first consultation and 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 136 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 or in a list.

[0077] Further, the output unit 136 outputs a network diagram related to the consultation destination candidates. Here, an example of the network diagram output by the information processing device 100 will be described. Fig. 7 is a diagram showing an example of the network diagram of the consultation destination candidates according to the first embodiment.

[0078] As shown in Fig. 7, the output unit 136 outputs a screen 30 on which a plurality of users who are candidates for consultation are displayed in association with each other. The screen 30 shows a network diagram display screen 31. 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 a description thereof will be omitted.

[0079] The network diagram display screen 31 described above shows arrows indicating the direction of consultation among a plurality of potential users such as user A, user C to user F, and users to be consulted or consulted.

[0080] For example, arrow 31a extending from user A to user C and arrow 31b extending from user A to user D represent that user A is consulting with user C and user C, respectively. For example, arrow 31a is represented with a thicker arrow symbol than arrow 31b. In this way, the creation unit 135 creates a network diagram based on the thickness of the arrow symbol so as to represent the time of the consultation, such that the thicker the arrow, the less time has passed since the search date, and the thinner the arrow, the more time has passed since the search date.

[0081] Also, for example, the arrow 31c extending from user F to user A is represented in a color different from the arrows 31a and 31b. In this way, the creation unit 135 creates the network diagram based on the colors of the arrow symbols so that the color indicated by the arrow 31c represents a completed consultation, the colors indicated by the arrows 31a and 31b represent a consultation in progress, and so on.

[0082] Also, for example, the arrow 31d extending from user C to user E is represented by a dashed line, unlike the arrows 31a to 31c. In this way, the creation unit 135 creates a network diagram based on the line type of the arrow symbol to represent the presence of user E who is not directly related to any candidate user for consultation (user A) but is indirectly connected via another candidate user for consultation (user C).

[0083] The creation unit 135 can create the network diagram display screen 31 with other functions. For example, the creation unit 135 can create the network diagram display screen 31 including the narrowing down screen 32. In the narrowing down screen 32, a phrase such as "Python, XX construction" is input in order to switch the display of users who are candidates for consultation displayed on the network diagram. In addition, the age, sex, job title, job function, etc. of the users who are candidates for consultation may be input in the narrowing down screen 32 in order for the user who is the source of the consultation to search for a user who is easy to consult with. In addition, when the narrowing down phrase or the user's age, sex, job title, job function, etc. described above are input, the creation unit 135 can create a network diagram that displays only users who are candidates for consultation corresponding to the narrowing down result.

[0084] In addition, by clicking on a user icon 33 on the network diagram display screen 31, the creation unit 135 can display the consultation status such as "Number of consultations: X times, Number of users consulted: Y times" ((1) in Figure 7), or can display a screen 20 showing information regarding the consultation status of each user who is a candidate for consultation, as shown in Figure 6.

[0085] The output unit 136 outputs the network diagram thus created by the creation unit 135 to the user who requested the consultation. This allows the user who requested the consultation to search for an alternative person when, for example, the user directly searches for user A using the identification information of the consultation candidate but finds it difficult to consult with user A.

[0086] Furthermore, the information processing device 100 can create the above-mentioned network diagram in which the nodes are consultations rather than users who are candidates for consultation.

[0087] (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.

[0088] 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.

[0089] (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 executed within a range where there is no contradiction, and there may be steps that are not executed.

[0090] 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 information related to the consultation (S102). Then, the storage unit 132 stores the information related to the consultation received by the reception unit 131 in the consultation information DB 122 (S103).

[0091] 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 136 outputs the information about the consultation candidates in a predetermined format (S105).

[0092] The creation unit 135 creates a network diagram related to the consultation candidate based on the information on the identified consultation candidate, the information on the consultation, and the information on the users belonging to the organization (S106). Then, the output unit 136 outputs the network diagram created by the creation unit 135 to the consultation source user (S107). Then, the information processing device 100 ends the process.

[0093] (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.

[0094] Therefore, the identification unit 134 of the information processing device 100 according to this embodiment identifies consultation candidates based on information about the consultation and information about users belonging to the stored organization. The creation unit 135 of the information processing device 100 creates a network diagram related to the consultation candidates in which the users identified as consultation candidates are nodes and the nodes are connected by edges based on the information about the consultation candidates, the consultation, and the users belonging to the organization. The output unit 136 of the information processing device 100 outputs the network diagram related to the consultation candidates. Therefore, according to the first embodiment, an effect is achieved in that it is easy to provide appropriate support for the consultation behavior of the user.

[0095] Specifically, the specification unit 134 collates at least one of the identification information of the consultation candidate, information on the content of the consultation, the receptivity or experience value for consultation, information on the consultation record, and a predetermined search term, with the attribute information of the user, the receptivity or experience value for consultation related to the user, and information on the consultation record related to the user, contained in the information on the user belonging to the organization, to specify the user belonging to the organization as the consultation candidate. Therefore, the information processing device 100 according to the first embodiment can output information on the consultation status of the consultation candidate user when the consultation source user recognizes the consultation candidate user. Therefore, when the consultation source user is worried about whether or not it is possible to consult with the consultation candidate user, the information processing device 100 makes it possible to grasp in advance the receptivity of the consultation candidate user to consultation. As a result, the consultation source user can acquire the ability to consult autonomously and solve each of 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.

[0096] Further, the creation unit 135 creates a network diagram related to the consultation candidates, in which the users of the consultation candidates identified as the consultation candidates and the users associated with the consultation candidates through the consultation are nodes based on at least one of the identification information of the consultation candidates, the content of the consultation request, the designated receptivity, the designated consultation response track record, and the search term included in the information on the consultation, and the receptivity or experience value of the consultation candidates to the consultation, and the consultation track record of the consultation candidates included in the information on the user, and the nodes are connected by edges according to the consultation situation. Therefore, when the consultation source user is worried about whether or not it is possible to consult with the searched consultation candidate user, the information processing device 100 makes it possible to judge whether or not the consultation candidate user is appropriate as a consultation destination based on the displayed network diagram, and to select an appropriate consultation destination candidate other than the consultation candidate user. As a result, the consultation source user can acquire the ability to consult autonomously and solve his or her worries and consultations.

[0097] Furthermore, the identification unit 134 identifies a first consultation related to the consultation candidate and a second consultation that is the same as or similar to the first consultation, using the identified consultation candidate and information on the consultation content corresponding to the consultation candidate. Then, the output unit 136 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 consultation, and as a result, he / she can acquire the ability to consult autonomously and solve each worry or consultation.

[0098] The creation unit 135 creates a network diagram related to consultation candidates by treating the first consultation and the second consultation identified by the identification unit 134 as nodes and connecting the nodes with edges according to the consultation situation. Therefore, when the user who originates the consultation is wondering whether or not it is possible to consult with a user who is a consultation candidate that the information processing device 100 has searched for, the user can select an appropriate consultation candidate other than the displayed users who are the consultation candidates. As a result, the user who originates the consultation can acquire the ability to consult autonomously and solve their worries and consultations.

[0099] The identification unit 134 also collates at least one of the consultation classification, consultation content, receptivity to consultation, number of consultations, number of consultations, and a predetermined search term included in the information on the consultation with the information on the organization, and identifies information on knowledge for solving the consultation as a consultation candidate. The creation unit 135 then creates a network diagram related to the consultation candidates by connecting the nodes with edges, with the information on knowledge for solving the consultations identified by the identification unit 134 as nodes. For this reason, when the user who originates the consultation is wondering whether or not it is possible to consult with the user of the consultation candidate searched for, the information processing device 100 enables the selection of technical information, manuals, etc. as a consultation candidate other than the user. As a result, the user who originates the consultation acquires the ability to consult autonomously and can solve each of his / her worries and consultations.

[0100] Furthermore, the setting unit 133 sets an experience value for consultations based on at least one of the career, work history, skill set, history of dealing with past consultations, and evaluation of the consultation of the consultation candidate user. Therefore, the information processing device 100 according to the first embodiment can automatically set the experience value for consultations of the consultation candidate user based on information about the user. Conventionally, the consultation candidate user had to input information each time and set the receptivity level, 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 about the consultation situation by a computer.

[0101] <Second embodiment> In the second embodiment, an example will be described in which information on the resolution status of a consultation, which is received when the consultation is completed by a consultation destination user selected by the consultation origin user based on the network diagram output by 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.

[0102] From here, the flow of consultation-related information storage processing 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 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 "creation and output of a network diagram" part, where the processing overlaps between the second embodiment and the first embodiment, will be omitted.

[0103] 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)).

[0104] Next, the acquiring unit 137 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 ((2-1) in FIG. 9). Then, the storage unit 132 stores the information on the content of the consultation acquired by the acquiring unit 137 in the consultation information DB 122 ((2-2) in FIG. 9).

[0105] 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 user at the consultation destination in association with exchange information regarding the response to each consultation obtained from the external storage device 300 or the like.

[0106] (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 137, which are functional units with different functions and configurations, will be described.

[0107] (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.

[0108] 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.

[0109] 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.

[0110] 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.

[0111] (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.

[0112] (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 137 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.

[0113] (Acquisition part 137) The acquisition unit 137 acquires information related to the contents of the consultation. Specifically, the acquisition unit 137 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 137 can acquire any solution content, etc. input by the user who originates the consultation as the exchange content.

[0114] 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.

[0115] 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.

[0116] 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.

[0117] 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.

[0118] 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.

[0119] 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.

[0120] 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.

[0121] 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.

[0122] 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.

[0123] (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.

[0124] (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.

[0125] 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).

[0126] 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).

[0127] Next, the acquiring unit 137 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.

[0128] (effect) The information processing device 100 according to the second embodiment realizes 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 137 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 137. 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.

[0129] 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.

[0130] <Modification> Below, modifications realized by the information processing device 100 according to this embodiment will be described.

[0131] (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.

[0132] <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.

[0133] 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.

[0134] <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).

[0135] 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.

[0136] 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.

[0137] 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).

[0138] 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.

[0139] 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.

[0140] <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]

[0141] 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 Creation Department 136 Output section 137 Acquisition Department 200 Terminal Equipment 300 External storage device

Claims

1. an identification unit that identifies a candidate for consultation based on information about the consultation and information about users belonging to the stored organization; a creation unit that creates a network diagram related to the consultation candidates, in which the users identified as the consultation candidates are set as nodes and the nodes are connected by edges, based on information related to the consultation candidates, information related to the consultation, and information related to the users belonging to the organization; an output unit that outputs a network diagram related to the consultation candidate; An information processing device comprising:

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

3. The creation unit is Based on the identification information of the consultation candidate, the content of the consultation request, the designated receptivity, the designated consultation response track record, and the search term, which are included in the information related to the consultation, and at least one of the consultation candidate's receptivity to consultation and the consultation track record of the consultation candidate, which are included in the information related to the user, a network diagram related to the consultation candidate is created in which the users of the consultation candidate identified as the consultation candidate and each user associated with the user of the consultation candidate through consultation are treated as nodes, and the nodes are connected by edges according to the consultation situation; 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. The creation unit is creating the network diagram related to the consultation candidates by treating the first consultation and the second consultation identified by the identification unit as nodes and connecting the nodes with edges according to the situations of the consultations; 5. The information processing apparatus according to claim 4,

6. The identification unit is comparing at least one of the consultation classification, consultation content, receptivity to consultation, number of consultations, number of consultations received, and predetermined search terms included in the information about the consultation with information about the organization, and identifying information about knowledge for resolving the consultation as the candidate for consultation; The creation unit is creating the network diagram relating to the consultation candidates by connecting the plurality of pieces of information relating to the consultation solution knowledge identified by the identification unit with edges; 2. The information processing apparatus according to claim 1,

7. 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; 7. The information processing apparatus according to claim 2, 3 or 6.

8. a reception unit for receiving 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,

9. An information processing method executed by an information processing device, a step of identifying a candidate for consultation based on information about the consultation and information about users belonging to the stored organization; a creation step of creating a network diagram related to the consultation candidates based on information about the consultation candidates, information about the consultation, and information about users belonging to the organization; an output step of outputting a network diagram related to the consultation candidate; 13. An information processing method comprising:

10. a step of identifying a candidate for consultation based on information about the consultation and information about users belonging to the stored organization; creating a network diagram relating to the consultation candidates based on information about the consultation candidates, information about the consultation, and information about users belonging to the organization; an output step of outputting a network diagram related to the consultation candidate; An information processing program characterized by causing a computer to execute the above.

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