Chat program, chat system, and chat method

Abstract

To provide a chat program, a chat system, and a chat method capable of balancing both of convenience of a user and job efficiency of an operator.SOLUTION: A chat program makes a computer execute the steps of: recording a plurality of pieces of chat bot query data; selecting any of the plurality of pieces of chat bot query data and transmitting it to a user; when receiving answer data from a user based on the chat bot query data and the answer data includes transition data, transmitting the answer data to an operator; and when receiving corresponding data including the transition data from the operator, selecting any of the plurality of pieces of chat bot query data and transmitting it to the user.SELECTED DRAWING: Figure 1

Description

[Technical field]

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

[0002] A chatbot is a bot (a type of robot) that chats with users (dialogue based on text data). In recent years, many chatbots have been created and put into operation with the aim of making operator work more efficient and immediate.

[0003] As an example of a chatbot, for example, the following Patent Document 1 discloses an information processing system applied to an automatic ticket vending machine, etc., in which the response destination is a chatbot. It is also disclosed that this information processing system allows the user to select whether to have the response destination be an operator. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2023-058269 A Summary of the Invention [Problem to be solved by the invention]

[0005] However, chatbots alone may not be able to communicate effectively with users, resulting in unresolved cases where users are unable to find the information or problem they are looking for.

[0006] It has also been proposed that the user have a conversation with the chatbot, which then connects to a human operator. However, a certain amount of conversation must take place with the chatbot in order to obtain the information necessary to smoothly connect to the operator, and there are issues with this, such as the conversation not cohering and making it difficult to reach an operator.

[0007] On the other hand, if a conversation with a chatbot is immediately followed by a connection to an operator, the chatbot's original purpose of automating responses is diminished, so there is a trade-off between user convenience and the efficiency of the operator's work.

[0008] In view of the above problems, an object of the present invention is to provide a chat program, a chat system, and a chat method that can balance both the convenience of the user and the work efficiency of the operator. [Means for solving the problem]

[0009] After thorough investigation into the above problem, the inventor noticed that the above problem could be solved by having a chatbot and an operator respond alternately to users, and thus completed the present invention.

[0010] In other words, a chat program according to one aspect of the present invention causes a computer to execute the steps of recording multiple chatbot question data, selecting one of the multiple chatbot question data and sending it to a user, when answer data based on the chatbot question data is received from a user and the answer data includes transition data, sending the answer data to an operator, and when response data including transition data is received from the operator, selecting one of the multiple chatbot question data and sending it to the user.

[0011] In addition, in this respect, although not limited thereto, it is preferable to execute a step of selecting one of the multiple chatbot question data and sending it to the user when answer data based on chatbot question data is received from a user and the answer data does not include transition data.

[0012] Also, in this respect, although not limited thereto, when corresponding data is received from an operator and the corresponding data does not include transition data, it is preferable to transmit the corresponding data from the operator to the user and transmit answer data from the user to the operator.

[0013] Also, in this respect, although not limited thereto, it is preferable that the multiple chatbot question data include multiple dialogue scenario identification data and question order data.

[0014] In addition, in this respect, although not limited thereto, it is preferable that the transition data included in the response data from the operator includes dialogue scenario identification data and question order data.

[0015] In addition, in this aspect, it is preferable, but not limited to, to also execute a step of recording behavioral task data.

[0016] In addition, in this respect, it is preferable, but not limited to, to also perform the step of recording chat summary data.

[0017] In addition, in this aspect, it is preferable, but not limited to, to also perform a step of recording bookmark data including information identifying at least one of the chatbot question data and the response data.

[0018] In addition, a chat method according to another aspect of the present invention includes a chatbot question step of recording a plurality of chatbot question data in advance, selecting one of the plurality of chatbot question data, transmitting the selected data to a user, and repeating a question answer step a plurality of times, the question answer step receiving answer data from the user, an operator response step of transmitting the answer data to an operator and receiving response data, transmitting the response data to the user, and receiving answer data based on the response data from the user, if the answer data includes transition data in the pre-chatbot question step, and a response answer step of performing the above-mentioned. In the operator response step, if transition data is included, there is a chatbot transition step in which the process transitions again to the chatbot question step.

[0019] In addition, a chat system according to another aspect of the present invention is a chat system comprising: an information processing terminal for managing chat; a user terminal connected to the information processing terminal for managing chat via a communication line; and an operator terminal connected to the information processing terminal for managing chat via a communication line, wherein the information processing terminal for managing chat comprises a recording medium having recorded thereon a chat program for causing a computer to execute the steps of (A) recording a plurality of chatbot question data; (B) selecting one of the plurality of chatbot question data and sending it to a user; (C) when answer data based on the chatbot question data is received from a user and the answer data includes transition data, sending the answer data to an operator; and (D) when response data including transition data is received from the operator, selecting one of the plurality of chatbot question data and sending it to the user. Effect of the Invention

[0020] As described above, the present invention can provide a chat program, a chat system, and a chat method that can balance both user convenience and operator work efficiency. [Brief description of the drawings]

[0021] [Figure 1] 1 is a diagram illustrating an overview of a chat system according to an embodiment. [Diagram 2] FIG. 2 is a diagram showing a process flow of a chat method realized as a result of executing a program according to an embodiment. [Diagram 3] FIG. 13 is a diagram showing an image of the configuration of chatbot question data in a program according to an embodiment. [Figure 4]FIG. 13 is a diagram showing an example of chatbot question data in the program according to the embodiment. [Diagram 5] FIG. 13 is a diagram showing an image in which text data entered in a free reply field in the program according to the embodiment is used as reply data. [Figure 6] FIG. 13 is a diagram showing an image of a case where tag data is left in the program according to the embodiment. [Figure 7] FIG. 13 is a conceptual diagram showing a step of transmitting answer data to an operator when the answer data in the program according to the embodiment includes transition data. [Figure 8] 11 is a conceptual diagram showing interaction with a user in a program according to an embodiment. FIG. [Figure 9] FIG. 13 is a diagram showing an image of behavioral task data in the program according to the embodiment displayed on a display device. [Figure 10] FIG. 2 is a diagram showing an outline of a curriculum providing screen of the chat system according to the embodiment. BEST MODE FOR CARRYING OUT THEINVENTION

[0022] Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings. However, the present invention can be embodied in many different forms, and is not limited to the specific examples of the embodiments shown below.

[0023] Fig. 1 is a diagram showing an outline of a chat system S according to this embodiment (hereinafter referred to as "this system"). As shown in this diagram, this system S is preferably configured by connecting multiple information processing devices via a telecommunication line, the so-called Internet I. Specifically, by connecting multiple information processing devices to a telecommunication line via devices such as a modem or a router and transmitting and receiving necessary data between them, it becomes possible to efficiently chat between users and operators even when they are in remote locations.

[0024] More specifically, in this system S, a user terminal U, an operator terminal O, and a chat management information processing device M are connected via the Internet I. In this case, it is preferable to provide a plurality of each of the user terminals U, operator terminals O, and chat management information processing device M from the viewpoints of a plurality of users, a plurality of operators, backup, and distribution of processing.

[0025] As shown in the figure, the system S is realized using a user terminal U, an operator terminal O, and a chat management information processing device M, but the basic physical configuration of these devices is the same, and the operators, operations, and processes are different, so they are expressed differently. Specifically, the user terminal U is an information processing device operated by a user of the system S, and for example, when the system S is a system for counseling, it refers to an information processing device owned and operated by a person who wants to receive counseling. The operator terminal O is an information processing device operated by an operator of the system S, and for example, when the system S is a system for counseling, it refers to an information processing device owned and operated by a counselor who gives advice to the user's consultation. The management information processing device M is an information processing device operated by an administrator of the system S, and for example, when the system S is a system for counseling, the administrator of the entire system supervises and controls the exchange between the user and the operator. The details will be made clear from the description below.

[0026] The information processing devices in this system S (including the user terminal U, the operator terminal O, and the chat management information processing device M) are so-called computers, and are configured with, but are not limited to, general components such as a central processing unit (CPU), a non-volatile recording medium such as a hard disk or flash memory, a volatile recording medium such as a memory, a bus connecting these, and preferably further have input devices such as a keyboard or mouse, and a display device such as a display. The input devices in this system S may include a voice input device such as a microphone that can recognize the user's voice and output it to the information processing device as electronic data.

[0027] The information processing devices of the system S may be so-called notebook or desktop type devices, or may be mobile information terminals, which have become increasingly popular in recent years, specifically so-called smartphones or tablet terminals. A typical mobile information terminal is a device in which the above-mentioned CPU, display device, and other components are housed and integrated in a single cover, and a sensor is placed on the display device to make it a so-called touch screen, which allows it to function as an input device, making it very easy to handle and preferable, particularly as a user terminal U. In the case of a mobile information terminal, a program for executing the chat method according to this embodiment (hereinafter referred to as the present method) is recorded and displayed as a so-called application on a recording medium of the mobile information terminal, and the present method can be easily executed by starting the application.

[0028] As is clear from the above description, the present method can be realized by using the present system S. Specifically, the present method can be realized by recording a program according to this embodiment (hereinafter referred to as "the present program") on a recording medium of an information processing device (at least one of the user terminal U, the operator terminal O, and the chat management information processing device M, preferably the chat management information processing device M) and executing the present program. The specific contents of the present method and the present program will be described in detail below.

[0029] This program causes a computer to execute the steps of (S1) recording a plurality of chatbot question data, (S2) selecting one of the plurality of chatbot question data and sending it to a user, (S3) sending the answer data to an operator when answer data based on the chatbot question data is received from a user and the answer data includes transition data, and (S4) selecting one of the plurality of chatbot question data and sending it to a user when corresponding data including transition data is received from an operator. Although not limited thereto, this program is preferably recorded in a recording medium in a chat management information processing device M. FIG. 2 shows a process flow of this method realized as a result of executing this program. To repeat, this method can be realized by executing each step of this program.

[0030] This program first has a step (S1) of recording a plurality of chatbot question data. This chatbot question data may be recorded in any of the user terminal U, the operator terminal O, and the chat management information processing device M, but it is preferable from the viewpoint of chat management efficiency to record it in the chat management information processing device M. Here, the "chatbot question data" is data including information on the question content that the chat management information processing device M poses to the user as a chatbot when this program is executed. Also, the term "chatbot" expresses the operating state of this program that can automatically respond to requests such as questions from the user without the intervention of an operator (human), and since the chat management information processing device M behaves as if it were a robot that chats with the user, the expression "chatbot" will also be used in the following description. In this step, by recording a plurality of chatbot question data in advance, various chats can be held.

[0031] As described above, the chatbot question data includes information regarding the questions that the chatbot will pose to the user when this program is executed, and the types of questions are diverse, such as questions regarding counseling, harassment consultation, inquiries about products and services, reservation systems for airlines and other public transportation, legal consultation, accounting consultation, teaching, coaching, and follow-up with attendees before and after training.

[0032] FIG. 3 shows an image of the configuration of chatbot question data. In this program, each of the chatbot question data belongs to one of a plurality of dialogue scenarios, and preferably includes information on the position of the dialogue scenario in which the data is provided. That is, the chatbot question data preferably includes a plurality of dialogue scenario identification data and question order data. This makes it possible to identify a plurality of chatbot question data and appropriately identify and select an optimal question. Here, the "dialogue scenario identification data" is data that is composed of a plurality of chatbot question data and includes information such as an identification number used to distinguish one dialogue scenario from other dialogue scenarios. Also, the "dialogue scenario" refers to a scenario for solving a problem held by a user. Also, the "question order data" is data that includes position information on the position (order) of the question in this one dialogue scenario. Also, FIG. 4 shows an image of one of the chatbot question data.

[0033] In addition, in chatbot question data, it is also preferable to further divide the "dialogue scenario" into pre-question scenarios (pre-question scenario data including information on the pre-question scenario) and solution scenarios (solution scenario data including information on the solution scenario). The "pre-question scenario" is a collection of general questions required to collect information such as which solution scenario to select to solve a specific inquiry, and the "solution scenario" is a dialogue scenario for solving a specific problem of the user extracted by the pre-question scenario. In other words, the idea is that multiple solution scenarios branch out from the pre-question scenario. This is as shown in Figure 3 above.

[0034] This program also includes a step (S2) of selecting one of the chatbot question data and sending it to the user. Specifically, upon receiving a request to start a chat from the user (user terminal U), one of the chatbot question data recorded in the chat management information processing device M is selected and sent to the user.

[0035] In addition, in this step, after sending the chatbot question data to the user, the answer data is received from the user. In other words, "answer data" refers to data containing information about the user's answer based on the chatbot question data. This allows for a flow in which the chatbot asks a question to the user and the user answers the question.

[0036] The answer data is not limited as long as the user can include information on the answer to the chatbot question data. For example, it is preferable to include options and free response fields (answer candidates) in the chatbot question data and present it to the user, and the answer data is the result of the user selecting one of the presented options or filling in the free response field. When options are presented, they are called option data, and when a free response is given in a free response field, one of the option data is a free response field (there may be one option and one of the options is a free response field), and the text data entered there can be used as the answer data. An image of this case is shown in FIG. Note that data including information on the answer candidates that are included in advance in the chatbot question data is also called "answer candidate data". In other words, it is preferable to include the answer candidate data in the chatbot question data.

[0037] In addition, in this step, if the answer data received from the user is answer data that includes answer information within the expected range according to the dialogue scenario, or if the problem can be solved by sending other chatbot question data recorded in advance to the user, the chatbot question data can be sent to the user again and the answer data can be received again, and this flow can be repeated. In particular, since there is little information available from the user at the stage when the chat has just started, it is preferable to repeat this exchange and accumulate information so that it is possible to move to other dialogue scenario data at a later stage. In other words, when answer data from the user based on the chatbot question data is received and the answer data does not include transition data, it is preferable to have a step of selecting one of the multiple chatbot question data and sending it to the user.

[0038] The program also includes a step (S3) of sending answer data to an operator when answer data based on chatbot question data from a user is received and the answer data includes transition data. This step enables the operator to respond, rather than automatically. That is, in this step, "transition data" refers to data including information regarding instructions for prompting the operator to respond, rather than sending pre-recorded chatbot question data to the user.

[0039] In addition, in this step, it is preferable to include the transition data in the answer data, and the way in which the transition data is included can be adjusted as appropriate and is not limited. For example, when answer candidate data is included in chatbot question data, the transition data is included in at least a part of the answer candidate data, and when the user selects and transmits answer candidate data including the transition data, the state in which the transition data is included in the answer data can be realized. As a more specific method, for example, tag data is attached to the answer candidate data, and when the answer candidate data is selected and used as answer data, the tag data is left as it is, so that the chat management information processing device M can determine that the transition data is attached. An image diagram of this case is shown in FIG. 6.

[0040] In addition, in this step, if the answer data contains transition data, the answer data will be sent to the operator (operator terminal O) from this point on. The operator who receives this answer data will take appropriate action, such as sending a comment to the user, based on the answer data. Data including information regarding the content of this action is called "response data." The response data is sent from the operator terminal O to the chat management information processing device M, and the response data is transferred from the chat management information processing device M to the user terminal U. This allows the chat management information processing device M to act as an intermediary and manage the entire chat. An image diagram of this case is shown in FIG. 7. In addition, when sending the answer data to the operator, it is preferable that the chat management information processing device M sends answer data other than that containing transition data from the user, preferably all answer data (history), in order to confirm the entire content of the answer from the user.

[0041] If the response data includes transition data, as described above, an operator will respond to the user from then on. However, when there are multiple operators, the operator to be selected may be automatically specified by setting an algorithm in advance, or the user (administrator) of the chat management information processing device M may select the operator. If the response data from the user includes transition data again after the response to the user has been transitioned from the operator to the chatbot, the same operator may be assigned to the user, or a different operator may be assigned to the user. In this way, it is possible to select the most suitable operator according to the user's response, which further improves the convenience of the user and balances the work efficiency. It is preferable that the chat management information processing device M is used by an administrator, but the administrator may only perform a minimum of operations such as executing a program, and the chat may be handled entirely by processing the program's operations.

[0042] As described above, the operator who receives the response data takes appropriate action such as sending a comment to the user based on the response data, but since this action is necessary to solve the user's problem, it may be performed multiple times instead of just once. Specifically, when the operator transmits response data to the user (via the chat management information processing device M) and the user transmits response data related to the response data to the chat management information processing device M again, the response data is transmitted again to the operator terminal O, and thereafter, as described later, this exchange is preferably repeated from the viewpoint of solving the user's problem. That is, when the response data is received from the operator and the response data does not include the transition data, it is preferable to have a step of transmitting the response data from the operator to the user and transmitting the response data from the user to the operator.

[0043] The program also has a step (S4) of selecting one of the multiple chatbot question data and sending it to the user when response data including transition data from an operator is received. This step allows the response to be switched from the operator back to that of the chatbot. That is, in this step, "transition data" refers to data including information for switching (transitioning) the response from the operator to the chatbot. That is, in this program, "transition data" refers to data including information for transitioning the response to the user from the chatbot (chat management information processing device M) to an operator, or information for transitioning the response to the user from the operator to the chatbot (chat management information processing device M).

[0044] In this step, specifically, if the correspondence data includes transition data, the correspondence with the user will be transferred from the operator terminal O to the chat management information processing device M. Any type of transition data may be used, but in this case, the transition data preferably includes information for identifying chatbot question data, and more preferably includes dialogue scenario identification number data and question order data. In this way, after the chat management information processing device M receives this transition data, it becomes possible to automatically send and receive questions and answers to the user again from a question in the middle of the identified dialogue scenario. An image of this interaction with the user is shown in FIG. 8.

[0045] As described above, by executing this program, it becomes possible to transition between interactions between the user and the chatbot and between the user and the operator, and the chatbot and the operator can work together to efficiently solve the user's problems. In other words, by executing this program, it is possible to provide a chat system and a chat method that can balance both the convenience of the user and the work efficiency of the operator.

[0046] In this program, chat first takes place between the user and the chatbot, and then, if necessary, between the operator and the user. However, the user does not need to distinguish between the chatbot and the operator, and the user may be made aware of whether they are currently interacting with a chatbot or an operator, or the same display may be used to hide the difference.

[0047] In addition to the above, the program preferably further comprises a step of recording behavioral task data (S5). By including this step, it is possible to further improve convenience for the user.

[0048] In this program, a step (S5) of recording behavioral task data is provided, and by having the computer execute this step, it is possible to clarify the behavioral task that the user should perform after finishing a chat, making the chat more meaningful. As is clear from this description, "behavioral task data" is data containing information regarding the behavioral task that the user should perform after chatting, and this behavioral task may be input by the user himself or provided by an operator, or multiple behavioral tasks may be recorded in advance in the chat management information processing device M, from which the user may select. An image of this behavioral task data as it is displayed on a display device is shown in Figure 9.

[0049] In addition, the program preferably includes a step of recording chat summary data (S6). By including this step, it is possible to further improve convenience for users.

[0050] In this program, a step (S6) of recording chat summary data is provided, and by having the computer execute this step, the user can review the contents of the chat after the chat ends. As is clear from this description, "chat summary data" is data including information regarding a summary of the chat conducted by the user, and this may include, but is not limited to, date and time data including information regarding the date and time of the chat, chat theme data including information regarding the theme of the chat, data including information regarding the consultation contents that is a summary of the consultation matters prepared by the counselor, etc., advice summary data including information regarding the contents of the advice from the counselor that summarizes the chat contents, detailed data of the chat history, etc.

[0051] In addition, the program preferably includes a step of (S7) recording bookmark data including information for identifying at least one of the chatbot question data and the corresponding data. By including this, it is possible to further improve convenience for users.

[0052] In this program, the above-mentioned (S7) step of recording bookmark data including information for identifying at least one of chatbot question data and response data is provided, and by having a computer execute this step, the user can record favorite exchanges among the chat contents after the chat ends, and use the information for future actions. As is clear from this description, "bookmark data" is data including information for identifying the contents of the chat the user had with the chatbot or the operator, and is data including information for identifying any of chatbot question data, response data, and answer data.

[0053] In addition, the program preferably includes a step (S8) of recording curriculum data including information on at least one curriculum. By including this step, it is possible to improve convenience for the user. As is clear from the above description, the "curriculum data" here is data including information on the curriculum (lessons) that the user will take.

[0054] In this program, the above-mentioned (S8) step of recording curriculum data including information on at least one curriculum is provided, and by having the computer execute this step, the user can solve the problem by completing the curriculum after the chat ends, and the effect of the chat can be improved. The types of curriculum are not limited, but examples include meditation, yoga, leadership training, career theory, and mental care. An example of the screen image in this case is shown in Figure 10.

[0055] As described above, the present invention can provide a chat program, a chat system, and a chat method that can balance both user convenience and operator work efficiency. [Industrial Applicability]

[0056] The present invention has industrial applicability as a chat program, a chat system, and a chat method. [Explanation of symbols]

[0057] S...Chat System I...Internet U User terminal O···Operator terminal M··· Chat management information processing device

Claims

1. On the computer, recording a plurality of chatbot question data; selecting one of the plurality of chatbot question data and sending it to a user; a step of transmitting the answer data to an operator when answer data based on the chatbot question data is received from a user and the answer data includes transition data; A chat program for executing a step of selecting one of the plurality of chatbot question data and sending it to a user when response data including transition data from the operator is received.

2. The chat program of claim 1, further comprising a step of selecting one of the plurality of chatbot question data and sending it to the user when answer data based on the chatbot question data is received from the user and the answer data does not include transition data.

3. 2. A chat program as described in claim 1, wherein when response data is received from the operator and the response data does not include transition data, the response data from the operator is transmitted to the user and reply data from the user is transmitted to the operator.

4. The plurality of chatbot question data 2. The chat program according to claim 1, further comprising a plurality of dialogue scenario identification data and question order data.

5. 5. The chat program according to claim 4, wherein the transition data included in the response data from the operator includes the dialogue scenario identification data and the question order data.

6. 2. The chat program of claim 1, further comprising a step of recording behavioral task data.

7. 2. The chat program of claim 1, further comprising the step of recording chat summary data.

8. The chat program according to claim 1 , further comprising a step of recording bookmark data including information for identifying at least one of the chatbot question data and the corresponding data.

9. Record multiple chatbot question data in advance, a chatbot question step of repeating a question answer step a plurality of times, the question answer step being for selecting one of a plurality of chatbot question data and sending it to a user, and receiving answer data from the user; an operator response step of performing a response answering step in which, if the answer data includes transition data in the pre-chatbot questioning step, the answer data is sent to an operator, response data is received, the response data is sent to the user, and answer data based on the response data is received from the user; A chat method comprising: a chatbot transition step of transitioning again to the chatbot question step if transition data is included in the operator response step.

10. A chat management information processing terminal; a user terminal connected to the chat management information processing terminal via a communication line; an operator terminal connected to the chat management information processing terminal through a communication line, The chat system is provided with a recording medium having a chat program recorded thereon, the chat management information processing terminal having a computer that executes the steps of: recording a plurality of chatbot question data; selecting one of the plurality of chatbot question data and sending it to a user; when answer data based on the chatbot question data is received from a user and the answer data includes transition data, sending the answer data to an operator; and when response data including transition data is received from the operator, selecting one of the plurality of chatbot question data and sending it to a user.

Images