Information processing program and information processing device

Abstract

To provide an information processing program and an information processing device capable of improving efficiency of processing related to an inquiry.SOLUTION: An information processing program causes a computer to execute the steps of: receiving, from a user, an inquiry about at least one category among a plurality of categories associated with an ID of the user; specifying an answering entity in response to the inquiry based on content of the inquiry and information associated with the plurality of categories; and responding in accordance with providing means of an answer in response to the inquiry.SELECTED DRAWING: Figure 2

Description

[Technical field]

[0001] The present invention relates to an information processing program and an information processing device for making inquiry-related processing more efficient. [Background technology]

[0002] In customer service operations at contact centers, call centers, etc., it is common for operators to receive inquiries from customers, confirm the contents of the inquiries, and then respond. In recent years, services that automate part of the customer service operations are becoming more and more popular.

[0003] Patent Document 1 describes that a call center server accepts a call from a user, selects a person to handle the call based on the subject matter and personal information of the user, and relays a conversation between the person to handle the call and the user.

[0004] Patent document 2 describes how voice recognition text data obtained by voice recognition of the contents of a voice conversation between a user and an operator, the contents of past inquiries based on the user's past inquiry history information, etc., and answers are displayed on an operator terminal, and the operator responds.

[0005] Patent Document 3 describes a method of inferring a customer's business from a spoken text and displaying FAQs (answers to questions) as search results corresponding to the business. [Prior art documents] [Patent documents]

[0006] [Patent Document 1] JP 2023-6986 A [Patent Document 2] Patent Publication No. 2021-136607 [Patent Document 3] JP 2022-66489 A Summary of the Invention [Problem to be solved by the invention]

[0007] In the invention disclosed in Patent Document 1, after a representative is selected, customer support work must be carried out through voice communication between the representative and the user, so the efficiency of processing inquiries from customers is not sufficient.

[0008] In the invention disclosed in Patent Document 2, the operator can accurately grasp the content of the inquiry based on the content of the inquiry displayed on the operator device and the past response history, but the operator must respond to the inquiry, and the efficiency of processing inquiries from customers is not sufficient.

[0009] In the invention disclosed in Patent Document 3, the customer's subject is inferred and FAQs corresponding to the inferred subject are searched for, so the operator must respond to the inquiry based on the FAQ. Therefore, the efficiency of processing inquiries from customers is not sufficient.

[0010] The present invention has been made in view of the above circumstances, and an object of the present invention is to provide an information processing program and an information processing device for making query-related processing more efficient. [Means for solving the problem]

[0011] In one embodiment, the information processing program causes a computer to receive an inquiry from a user regarding at least one of a plurality of categories linked to the user's ID, identify an entity that will respond to the inquiry based on the content of the inquiry and information associated with the plurality of categories, and respond according to a means for providing an answer to the inquiry. Effect of the Invention

[0012] According to the embodiment, it is possible to improve the efficiency of processing related to inquiries. [Brief description of the drawings]

[0013] [Figure 1] FIG. 1 is a bird's-eye view showing an example of the overall configuration of a response support system according to a first embodiment. [Diagram 2] FIG. 2 is a block diagram illustrating an example of a functional configuration of the response support device according to the first embodiment. [Diagram 3] FIG. 3 is a diagram showing an example of a data structure of a member chart managed by the response support device according to the first embodiment. [Figure 4] FIG. 4 is a diagram for explaining an example of the overall operation of the response support system according to the first embodiment. [Diagram 5] FIG. 5 is a diagram for explaining an example of the operation of the model management unit in the response support device according to the first embodiment. [Figure 6] FIG. 6 is a diagram for explaining an example of the operation of the inquiry receiving unit in the response support device according to the first embodiment. [Figure 7] FIG. 7 is a diagram for explaining an example of the operation of the inquiry handling unit in the response support device according to the first embodiment. [Figure 8] FIG. 8 is a sequence diagram for explaining an example of the overall operation of the response support system according to the first embodiment. [Figure 9] FIG. 9 is a bird's-eye view showing an example of the overall configuration of a response support system according to the second embodiment. [Figure 10] FIG. 10 is a block diagram illustrating an example of a functional configuration of a response support device according to the second embodiment. [Figure 11] FIG. 11 is a diagram showing an example of a data structure of a member chart managed by the response support device according to the second embodiment. [Figure 12] FIG. 12 is a diagram for explaining an example of the overall operation of the response support system according to the second embodiment. [Figure 13] FIG. 13 is a diagram for explaining an example of the operation of the model management unit in the response support device according to the second embodiment. [Figure 14] FIG. 14 is a diagram for explaining an example of the operation of the inquiry receiving unit in the response support device according to the second embodiment. [Figure 15] FIG. 15 is a diagram for explaining an example of the operation of the inquiry handling unit in the response support device according to the second embodiment. [Figure 16] FIG. 16 is a sequence diagram for explaining an example of the overall operation of the response support system according to the second embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0014] Hereinafter, the embodiments will be described with reference to the drawings. In the drawings, the same components are denoted by the same reference numerals as much as possible, and duplicated explanations will be omitted.

[0015] (First embodiment) (1) Overall configuration of response support system 1 FIG. 1 is a bird's-eye view showing an example of the overall configuration of a response support system 1 according to the first embodiment. The response support system 1 shown in FIG. 1 includes a response support device 2, devices for service providers 3-1 to 3-3, a user terminal 4, an operator telephone 5, and an operator terminal 6. The response support device 2, devices for service providers 3-1 to 3-3, the user terminal 4, and the operator terminal 6 are communicatively connected to each other via a network 7. For example, the network 7 is the Internet. The network may include a wireless network or a wired network. The operator telephone 5 and the operator terminal 6 are communicatively connected, for example, by a telephone line or the like. Note that the response support system 1 may also refer to a system including at least two devices among the response support device 2, devices for service providers 3-1 to 3-3, the user terminal 4, the operator telephone 5, and the operator terminal 6.

[0016] The response support system 1 may include a plurality of user terminals 4, a plurality of operator telephones 5, and a plurality of operator terminals 6. The configuration of the plurality of user terminals may be the same as that of the user terminal 4. The configuration of the plurality of operator telephones may be the same as that of the operator telephone 5. The configuration of the plurality of operator terminals 6 may be the same as that of the operator terminal 6. The response support system 1 shows an example in which three service provider devices 3-1 to 3-3 are included, but the number of service provider devices is not limited to this. The configuration of the plurality of service provider devices may be the same as that of the service provider device 3-1. The configuration of the service provider device will be described as the configuration of the service provider device 3-1. The number of service provider devices may vary depending on the number of businesses providing services.

[0017] Services include the sale of tangible items such as goods and the provision of services. The business may be of any genre. For example, a business operates a store, a website, etc. that provides at least one service. The term business includes not only the business itself but also a group of businesses. A group of businesses is a group that operates stores that are recognized as a group. For example, a group of businesses is a group that operates stores using the same name. A group of businesses may include franchisees in which the business is involved as a franchisor.

[0018] The response support system 1 is a system for responding to inquiries about a plurality of services. The inquiries include questions, notices, requests, complaints, etc. from customers about each service. The customer may be a member of a plurality of services. The customer may register as a member for a plurality of services and be managed by member identification information (member ID). The plurality of services may be managed in an integrated manner by a provider of a common service that associates the plurality of services. The customer may be a member of a common service. The customer may register as a member for a common service and be managed by member identification information (common ID). The common ID is an ID that is used commonly for a plurality of services. The common ID is information that can uniquely identify a customer across a plurality of services. The common ID may be set by a provider of the common service, etc. When a customer logs in using the common ID, the customer can use a plurality of services linked to the common ID. A customer who has a common ID is also called a common ID member or a common ID user. In the following description, the customer is called a member or a user. The response includes various operations and actions for an inquiry, such as a response to an inquiry and a process for the inquiry.

[0019] A common ID user can log in to the common service using a common service application etc. The common service application is, for example, an application that allows the user to use multiple services linked to the common service.

[0020] The customer service support system 1 is not limited to a common service that integrates a plurality of services, and can be applied to various fields. For example, the customer service support system 1 may be applied to a service that integrates a plurality of customer service desks.

[0021] The multiple services may be services provided by different businesses or may be services provided by the same business. Note that the service provider is not limited to a business, but may be a department, division, customer service, etc. within a business.

[0022] The response support device 2 is a device that collects data and processes the collected data. The device includes a computer. The response support device 2 is connected to the service provider devices 3-1 to 3-3, the user terminal 4, and the operator terminal 6 via the network 7 so as to be able to communicate freely. The response support device 2 receives various data from the service provider devices 3-1 to 3-3, the user terminal 4, and the operator terminal 6, and outputs various data to the service provider devices 3-1 to 3-3, the user terminal 4, and the operator terminal 6. The response support device 2 is an example of an information processing device. An example of the configuration of the response support device 2 will be described later.

[0023] The service provider device 3-1 is a device that collects data and processes the collected data. The device includes a computer. The service provider device 3-1 is connected to the response support device 2, the user terminal 4, and the operator terminal 6 via the network 7 so as to be able to communicate with them. The service provider device 3-1 receives various data from the response support device 2, the user terminal 4, and the operator terminal 6, and outputs various data to the response support device 2, the user terminal 4, and the operator terminal 6. The service provider device 3-1 is a device used by a business operator or the like that provides services. The service provider device 3-1 includes a management device 31A and a storage device 32A. The storage device 32A stores service-related information and the like. The service-related information includes information about the service provider and information about the service and the like. The management device 31A of the service provider device 3-1 provides the service-related information to the response support device 2 in response to a request from the response support device 2.

[0024] The information about the service provider includes information set by the service provider. The information about the service provider includes service provider information and registration information. The service provider information includes service provider identification information, service provider name, contact information, etc. The service provider identification information is information that can uniquely identify the service provider. The service provider identification information is, for example, a service provider ID. The service provider name indicates the name of the service provider. The contact information includes the service provider's address, telephone number, fax number, email address, etc.

[0025] The registration information is information set by the service provider. The registration information includes, for example, settings related to inquiries from members. The settings related to inquiries include a reception means capable of receiving inquiries from members, a response means capable of responding to inquiries from members, a method of responding to inquiries, and the like. The reception means indicates, for example, a communication means or a contact means such as telephone, fax, email, chat, etc. The reception means can be selected by the service provider. The reception means may include multiple means. When the reception means includes multiple means, the reception means may include information indicating the priority order of the multiple means. The reception means is an example of a means for an inquiry. The response means indicates, for example, a communication means or a contact means such as telephone, fax, email, chat, etc. The response means can be selected by the service provider. The response means may include multiple means. When the response means includes multiple means, the response means may include information indicating the priority order of the multiple means. The response means is an example of a means for providing an answer. The response means may be the same means as the reception means, or may be a means different from the reception means.

[0026] The inquiry response method includes an automatic response, an automatic process, a dispatch, and the like. The automatic response, for example, indicates automatically sending a response to an inquiry to a member. The automatic response includes a process of generating a response item to the inquiry. The response item is information indicating an example of a response, a response text, or the like. The automatic process indicates a request for a process in response to an inquiry. The automatic process includes a process of identifying a process in response to an inquiry and a process of requesting a service provider device to perform a process in response to the inquiry. The process in response to an inquiry indicates a process necessary for responding to an inquiry. For example, if the inquiry is a request for point transfer, the process in response to an inquiry includes a series of processes necessary for point transfer processing. The dispatch includes a transfer of a call to an answerer, a request for a response task to the answerer, and the like. The answerer corresponds to a service provider that provides a service corresponding to an inquiry. The dispatch includes a process of generating a response item to an inquiry. The dispatch includes a process of providing an example of a response to the answerer. The inquiry response method can be selected by the service provider. The inquiry response method may include a plurality of answer methods. If the inquiry response method includes a plurality of answer methods, the inquiry response method may include information indicating the priority order of the plurality of answer methods. The response support device 2 responds to an inquiry according to the inquiry response method set by the respondent. The inquiry response method is also simply called the response method. In the following description, "response" may be read as "handling".

[0027] Information related to a service includes service identification information, service name, service overview, question and answer examples (FAQ: frequently asked questions), etc. Service identification information is information that can uniquely identify a service. Service identification information is, for example, a service ID. Service name indicates the name of the service. Service overview includes information indicating the content of the service. The content of the service may include event information, campaign information, bonus information, etc. Question and answer examples indicate questions related to the service and example answers to those questions. In the following description, question and answer examples are also referred to as FAQs.

[0028] The management device 31A receives information about the response from the response support device 2. The information about the response includes information about the processing of the inquiry by the response support device 2. The information about the processing of the inquiry indicates, for example, the response result. The response result includes information such as the inquiry content, the response content, and the processing result. The inquiry content includes, for example, the inquiry type, the inquiry source information, the inquiry matter, and the like. The inquiry type is information for classifying inquiries such as inquiries about fees, inquiries about service contents, inquiries about member information, and the like. The inquiry source information is, for example, member information about the customer who made the inquiry. The member information includes member identification information, member name, contact information, and the like. The customer who made the inquiry is also called the inquiry source user or the inquiry user. The member identification information is information that can uniquely identify the customer. The member identification information is, for example, a common ID. The member name indicates the customer's name, user name, and the like. The contact information indicates a telephone number, an email address, and the like. The contact information may be information indicating the means by which the inquiry was made. For example, if the customer made an inquiry by telephone, the contact information may include a telephone number. The customer is an example of a user of the user terminal 4. The inquiring user is an example of a user of the user terminal 4. In the following description, "receive" may be read as "acquire."

[0029] The answer content includes information regarding the answer to the inquiry. The answer content includes the answering means, the answering matters, the answering method, etc. The processing result includes information indicating the member's response to the answer, etc. The response includes information indicating the member's satisfaction with the answer, the reaction to the answer, etc.

[0030] The user terminal 4 is a device capable of communicating with other devices. The user terminal 4 is a PC (Personal Computer), a smartphone, a tablet terminal, or the like. The user terminal 4 is an example of an information processing terminal. The user terminal 4 is used by a member who uses various services provided by a service provider. When a user of the user terminal 4 has an inquiry regarding a service provided by a service provider, the user makes an inquiry from the user terminal 4 to a contact center or a call center. The user can make an inquiry by email, chat, telephone, fax, or the like. The user terminal 4 may be a device equipped with a telephone function.

[0031] The operator telephone 5 is, for example, a device equipped with a telephone function. The operator telephone 5 is a smartphone or a tablet terminal. The operator telephone 5 is used by an operator at a contact center or a call center. When an operator responds to an inquiry by telephone, the operator may make a call using the operator telephone 5. The operator telephone 5 may be a device integrated with the operator terminal 6.

[0032] The operator terminal 6 is a device capable of communicating with other devices. The operator terminal 6 is a PC, a tablet terminal, or the like. The operator terminal 6 is used by an operator at a contact center or a call center. The operator terminal 6 may be a device associated with each of the service provider devices 3-1 to 3-3. The operator terminal 6 may communicate with the service provider devices 3-1 to 3-3 and obtain instructions from the service provider devices 3-1 to 3-3.

[0033] (2) Hardware Configuration (2-1) Response support device 2 The response support device 2 includes a processor 21, a memory 22, a storage 23, a communication interface (I / F) 24, an input / output interface (I / F) 25, and a bus 26 connecting these. The processor 21 controls the operation of the response support device 2 as a whole. The processor 21 may be a general-purpose processor such as a central processing unit (CPU), a microprocessor unit (MPU), or a graphics processing unit (GPU), but is not limited to a general-purpose processor and may be a dedicated processor such as an application specific integrated circuit (Application Specific Integrated Circuit) or a field-programmable gate array (FPGA). The memory 22 is a main storage device and includes a random access memory (RAM) and the like. The storage 23 is an auxiliary storage device and includes a non-volatile storage device such as an electric erasable programmable read-only memory (EEPROM), a hard disc drive (HDD), or a solid state drive (SSD). The communication interface 24 is a wired or wireless communication interface, and is a module for communicating with devices such as the service provider devices 3-1 to 3-3, the user terminal 4, and the operator terminal 6 via the network 7. The network 7 is, for example, the Internet, and may include access networks such as a LAN (local area network), a WAN (wide area network), a mobile communication network, a wired telephone network, a FTTH (fiber to the home), and a CATV (community antenna television system) network. The input / output interface 25 takes in input data from an external device and outputs output data to an external device.

[0034] (3) Functional configuration (3-1) Response support device 2 2 is a block diagram showing an example of a functional configuration of the response support device 2 according to this embodiment. The response support device 2 of this embodiment includes, as functional components, a response processing unit 200, a storage unit 210, and a communication control unit 220. The communication control unit 220 controls communication with the service provider devices 3-1 to 3-3, the user terminal 4, and the operator terminal 6 via the network 7 in accordance with instructions from the response processing unit 200.

[0035] (3-1-1) Storage section 210 The memory unit 210 includes a response service information memory unit 211, a response history information memory unit 212, a member medical record memory unit 213, and a learned model memory unit 214. The memory unit 210 can be realized by the storage 23. Here, an example will be described in which the customer service support device 2 includes the response service information memory unit 211, the response history information memory unit 212, the member medical record memory unit 213, and the learned model memory unit 214, but each memory unit may be included in a device different from the customer service support device 2.

[0036] The corresponding service information storage unit 211 is a storage unit for centrally storing and holding corresponding service information based on the service-related information acquired from the service provider devices 3-1 to 3-3. The corresponding service information includes corresponding service information based on the service-related information for each service provider. The corresponding service information may include information on the service provider for each service provider and information on the service. The corresponding service information may be information including a part or all of the service-related information stored in the service provider devices 3-1 to 3-3. The corresponding service information is information linking the service provider with information on the service provider and information on the service. The corresponding service information may include link information, etc., by which information on the service can be referenced. The corresponding service information may be updated based on an update of the service-related information for each service provider. The corresponding service information is an example of first information associated with a plurality of services.

[0037] The answer history information storage unit 212 is a storage unit for storing and holding the answer history information in a centralized manner. The answer history information indicates history information regarding answers to inquiries. The answer history information may be history information regarding processing of inquiries by the response support device 2. The answer history information includes, for example, information such as the inquiry content, the answer content, and the processing result. The inquiry content includes, for example, the inquiry type, the inquiry source information, the inquiry matter, etc. The answer content includes the answer means, the answer matter, the answer method, etc. The processing result includes information indicating the member's response to the answer, etc. The answer history information may correspond to information linked to the inquiry history included in the member chart described later. The answer history information may be information of the user's attribute information excluding information that can identify an individual. The answer history information is an example of answer history information regarding multiple services. The answer history information includes answer history information for multiple users.

[0038] The member chart storage unit 213 is a storage unit for storing and holding the member charts in a centralized manner. The member charts include a member chart for each member. The member charts include user information for each member.

[0039] The member chart will be described with reference to FIG. FIG. 3 is a diagram showing an example of a data structure of a member chart managed by the response support device 2 according to the first embodiment.

[0040] The member chart includes information such as member identification information, attribute information, usage history, and activity history. Member identification information is a common ID. Attribute information includes personal information, permission information, contractual information, royalty information, etc. Personal information may include information such as name, age, gender, occupation, family composition, etc. Permission information is information indicating whether or not the member has given permission for the service. Contractual information includes point balance, etc. Points may include points awarded to the member for each service, and common points awarded to the member for multiple services. Points may be acquired, deducted, or lost depending on the member's actions, activities, etc. related to the service. Royalty information includes information such as member rank. Member rank may be set based on the member's service usage status, etc.

[0041] The usage history includes usage history for each service, participation history of campaigns, events, etc., point usage history, delivery history of notifications, etc., inquiry history, etc. The usage history for each service includes information indicating which service was used and when. Participation history of campaigns, events, etc. includes information indicating whether or not a campaign, event, etc. was participated in, and the date and time of participation, etc. The point usage history includes information indicating the date and time of point usage, the number of points used, etc. The delivery history of notifications, etc. includes information regarding the delivery of direct messages (DMs), advertisements, announcements, etc. Notifications include delivery by mail, etc., e-mail, chat, SNS (Social Networking Service), etc. The inquiry history includes information regarding the presence or absence of inquiries, the means of inquiry, etc. The inquiry history includes information regarding the user's past inquiry history.

[0042] The activity history includes detailed information for the usage history. For example, there may be multiple activity histories for the usage history. The activity history may have a "1:n (n is an integer equal to or greater than 1)" relationship with the usage history. The activity history may be detailed information with the usage history as a heading. The activity history includes activity history for each service, activity history for campaigns, events, etc., point usage details, delivery details for notifications, etc., inquiry details, etc. The activity history for each service indicates the activity content for each service. For example, in the case of a reservation service for accommodation facilities, the activity content includes information such as which accommodation facility was reserved and when. The activity history for campaigns, events, etc. includes winning information for campaigns and events, etc. The point usage details include detailed information regarding the granting and use of points. The delivery details for notifications, etc. include information such as the content of the notification and the reaction to the notification. The inquiry details include information such as the inquiry content, the response content, and the processing result. The member chart is an example of information regarding the user's history regarding multiple services.

[0043] The trained model storage unit 214 is a storage unit for storing and holding trained models in a centralized manner. The trained model is a trained model generated by machine learning or the like based on corresponding service information. For example, the trained model may be generated based on information on question answering cases in at least a plurality of services. The trained model is a question answering model (QA model) that combines inquiries and example answers to the inquiries. The trained model may be updated based on answer history information of a plurality of users regarding a plurality of services. The trained model is also called a QA model. The trained model is an example of second information associated with a plurality of services.

[0044] (3-1-2) Response processing unit 200 The response processing unit 200 functions as a model management unit 201 , an inquiry receiving unit 202 , and an inquiry handling unit 203 by the processor 21 executing a program stored in the memory 22 .

[0045] The model management unit 201 manages or updates the corresponding service information. The model management unit 201 uses the corresponding service information to generate a trained model (QA model) for responding to inquiries that is constructed by machine learning or the like. The model management unit 201 generates the trained model based on information on question answering cases in at least a plurality of services. The trained model is information generated based on information on question answering cases in at least a plurality of services.

[0046] The QA model is a model that inputs information about an inquiry and outputs a response to the inquiry. The information about the inquiry includes the time of the inquiry (inquiry date and time) and the content of the inquiry. The response may include a means of response, a matter of response, and a method of response. The QA model may be a model that outputs information about a process corresponding to the inquiry. The model management unit 201 learns the response to the inquiry by machine learning. The model management unit 201 estimates the response to the inquiry based on the correspondence between the content of the inquiry and the response to the inquiry. The machine learning is a neural network, but is not limited to this. Since the response changes depending on the time of the inquiry and its content, there may be a certain correlation between the time of the inquiry, its content, and the response. Therefore, the combination of the time of the inquiry, its content, and the response may be managed in chronological order. The model management unit 201 updates the QA model based on an update of the available service information. The model management unit 201 updates the QA model using the response history information. The model management unit 201 may request the response history information from the inquiry response unit 203. In this case, the model management unit 201 may obtain answer history information from the inquiry response unit 203. The model management unit 201 may update the QA model using the answer history information. The QA model is updated based on answer history information related to a plurality of services. The model management unit 201 may provide the QA model to the service provider devices 3-1 to 3-3. The model management unit 201 may update the QA model based on the member chart. In the following description, "provide" may be read as "send" or "output".

[0047] The inquiry reception unit 202 receives an inquiry from the user terminal 4. The inquiry is an inquiry about at least one service among the multiple services provided by the service provider devices 3-1 to 3-3. The inquiry about at least one service includes an inquiry about one service among the multiple services. For example, the inquiry about at least one service may be an inquiry about service A among service A, service B, and service C. The inquiry about at least one service includes an inquiry about two or more services among the multiple services. For example, the inquiry about at least one service may be an inquiry about service A and service B among service A, service B, and service C. The inquiry about two or more services includes an inquiry that needs to be handled by two or more service providers. For example, the inquiry about two or more services may be an inquiry that is handled by independent processing by the provider of service A and processing by the provider of service B. The inquiry about two or more services may be an inquiry that is handled by a combination of processing by the provider of service A and processing by the provider of service B. The multiple services are multiple services linked to a common ID. The user of the user terminal 4 is a user who has a common ID. The inquiry includes inquiry content. The inquiry may include the common ID. The inquiry may include information regarding a means of providing a response desired by the user of the user terminal 4. In the following description, "accept" may be read as "obtain" or "receive".

[0048] The inquiry receiving unit 202 identifies a service provider that provides a service corresponding to the inquiry based on the inquiry content and the corresponding service information. The service provider that provides a service corresponding to the inquiry is an example of a respondent to the inquiry.

[0049] The inquiry reception unit 202 identifies the user of the user terminal 4 based on, for example, the common ID. The inquiry reception unit 202 acquires user attribute information based on the member chart. The inquiry reception unit 202 acquires an activity history related to the user's inquiry based on the member chart. The inquiry reception unit 202 acquires a QA model. The inquiry reception unit 202 determines the content of a provisional answer to the inquiry based on the available service information, the QA model, answer history information, and the user's activity history.

[0050] The inquiry receiving unit 202 may create inquiry detail information based on the inquiry content. The inquiry detail information is information indicating the content of the inquiry described in a certain format based on the inquiry content. The inquiry detail information may include information such as a common ID, an activity history related to the inquiry, an inquiry type, an inquiry content, and an answerer. The inquiry receiving unit 202 may request information required for creating the inquiry detail information from the user terminal 4.

[0051] The inquiry handling unit 203 responds according to the means of providing an answer to the inquiry. The inquiry handling unit 203 determines the means of providing an answer and the answer contents based on the provisional answer contents determined by the inquiry receiving unit 202. The inquiry handling unit 203 determines the means of providing an answer and the answer contents to the inquiry based on the QA model, the answer history information, and the member chart. The inquiry handling unit 203 may generate an answer item to the inquiry according to the means of providing an answer and the answer contents. The inquiry handling unit 203 may request the service provider devices 3-1 to 3-3 to perform processing according to the answer according to the means of providing an answer and the answer contents. The inquiry handling unit 203 may further determine the answer contents to the inquiry based on the attribute information of the user of the user terminal 4. The answer providing means may be the same means as the means of the inquiry, or may be a different means. Responding includes determining the answer contents to the inquiry. Responding includes processing to generate an answer item to the inquiry. Responding includes requesting processing according to the inquiry. The answer content may include multiple independent processes by multiple answerers if the inquiry is about two or more services. The answer content may include a combination of multiple processes by multiple answerers if the inquiry is about two or more services. The combination of multiple processes by multiple answerers includes processes that span multiple answerers.

[0052] When the inquiry content is related to a plurality of services, the inquiry response unit 203 responds across the plurality of services. The plurality of services includes two or more services by the same service provider and two or more services by different service providers. For example, the inquiry response unit 203 determines the response content related to the plurality of services. The inquiry response unit 203 may generate a plurality of response items to the inquiry according to the means of providing the response and the content of the response. The inquiry response unit 203 may request a plurality of processes in response to the inquiry from the service provider devices 3-1 to 3-3 of the corresponding plurality of services among the service provider devices 3-1 to 3-3 according to the means of providing the response and the content of the response. When the inquiry content is related to a plurality of service providers, the inquiry response unit 203 responds across the plurality of service providers. For example, the inquiry response unit 203 determines the response content related to the plurality of service providers. The inquiry response unit 203 may generate the response items to the inquiry related to the plurality of service providers according to the means of providing the response and the content of the response. The inquiry handling unit 203 may request the service provider devices 3-1 to 3-3 of the corresponding services to carry out processing in response to the inquiry, depending on the means of providing the answer and the content of the answer.

[0053] The response support device 2 receives inquiries regarding multiple services from a user of a user terminal 4, identifies multiple respondents to the inquiry based on the content of the inquiry regarding the multiple services and corresponding service information associated with the multiple services, and responds according to the means for providing answers to the inquiries regarding the multiple services.

[0054] According to this example, even when an inquiry that spans multiple companies is received, rather than a one-to-one question and answer, the response support system 1 can provide a one-stop response by dispatching or requesting processing to respondents for multiple services or multiple service provider devices 3-1 to 3-3, thereby unifying the contact point for inquiries from users. This eliminates the need for the user to make inquiries to the necessary contact points and respond to each one, making it possible to streamline the processing of inquiries.

[0055] (4) Operation of response support system 1 (4-1) Overall operation of response support system 1 Fig. 4 is a diagram for explaining an example of the overall operation of the response support system 1 according to the first embodiment. Fig. 4 is a diagram for explaining an example of the cooperative operation of the response support device 2, service provider devices 3-1 to 3-3, user terminal 4, operator telephone 5, and operator terminal 6 constituting the response support system 1.

[0056] The model management unit 201 acquires service-related information from the service provider devices 3-1 to 3-3. The service-related information provided from the service provider devices 3-1 to 3-3 may include a part or all of the service-related information stored in the service provider devices 3-1 to 3-3. The model management unit 201 stores corresponding service information in the corresponding service information storage unit 211 based on the service-related information. The model management unit 201 updates the corresponding service information. The model management unit 201 may provide an update notification to the service provider devices 3-1 to 3-3 every time the corresponding service information is updated.

[0057] The model management unit 201 generates a QA model by machine learning or the like using the corresponding service information. The model management unit 201 stores the QA model in the learned model storage unit 214. The model management unit 201 may update the QA model by referring to the answer history information stored in the answer history information storage unit 212. The answer history information includes past answer history information. The past answer history information includes information on answers to inquiries that were handled before the inquiry currently being handled. The model management unit 201 may request current answer history information from the inquiry handling unit 203. The current answer history information includes information on answers to the inquiry currently being handled. The model management unit 201 may update the QA model based on the current answer history information acquired from the inquiry handling unit 203. The model management unit 201 may update the QA model at a predetermined timing. The predetermined timing may be timing based on a certain time interval such as every day or every week. The model management unit 201 may provide the QA model to the service provider devices 3-1 to 3-3.

[0058] The inquiry receiving unit 202 receives an inquiry from the user terminal 4. The inquiry receiving unit 202 may perform authentication processing based on the common ID. The authentication processing may include user authentication of the user terminal 4. The inquiry receiving unit 202 may obtain the common ID together with the inquiry or separately.

[0059] The inquiry reception unit 202 refers to the available service information, the QA model, the answer history information, and the member chart to determine the content of a provisional answer to the inquiry. For example, the inquiry reception unit 202 refers to the available service information to identify a service corresponding to the inquiry or a service provider of the service corresponding to the inquiry. The service corresponding to the inquiry indicates a service related to the inquiry content. The service corresponding to the inquiry is also referred to as a target service. The service provider of the service corresponding to the inquiry indicates a service provider that provides the target service. The service provider of the service corresponding to the inquiry may indicate an institution, entity, person, etc. that should answer the inquiry. The service provider of the service corresponding to the inquiry is also referred to as a target service provider, an answerer to the inquiry, or an answerer.

[0060] The inquiry receiving unit 202 determines a means for providing an answer based on the target service or the corresponding service information linked to the answerer.

[0061] The inquiry receiving unit 202 determines the content of a provisional answer to the inquiry based on the QA model. The inquiry receiving unit 202 may determine the content of a provisional answer based on other information.

[0062] The inquiry receiving unit 202 may determine the content of a provisional answer based on the answer history information. The answer history information may include, for example, past answer history information that is not reflected in the QA model. The answer history information may include most recent answer history information that is not reflected in the QA model. The inquiry receiving unit 202 may determine the content of a provisional answer to the inquiry based on the answer history information by referring to answer history information related to the inquiry content.

[0063] The inquiry reception unit 202 may determine the provisional answer content based on the member chart. The inquiry reception unit 202 identifies the inquiring user based on the common ID. The inquiry reception unit 202 acquires the member chart linked to the identified inquiring user. The inquiry reception unit 202 acquires, for example, a past inquiry history and an inquiry content from the usage history and the activity history. The inquiry reception unit 202 may determine the provisional answer content based on information on the inquiring user's past inquiries, such as the inquiry history and the inquiry content. The inquiry reception unit 202 may determine, for example, whether the inquiring user has made an inquiry in the past, whether the inquiry content is the same as a past inquiry, and the like. The inquiry reception unit 202 may determine the provisional answer content based on the answer content of the past inquiry. The inquiry reception unit 202 may identify the inquiry content based on the usage history for each service and the activity history for each service. The inquiry reception unit 202 may narrow down the inquiry content based on, for example, the service used by the inquiring user. The inquiry receiving unit 202 may determine the content of a provisional answer based on whether or not the inquiring user is satisfied with the content of the answer to the past inquiry. The inquiry receiving unit 202 may determine the means of providing the answer based on the inquiry history and the inquiry content.

[0064] The inquiry receiving unit 202 may determine the provisional answer content based on the attribute information of the inquiring user. For example, the inquiry receiving unit 202 may determine the provisional answer content by referring to the answer history information based on the attribute information of the inquiring user. For example, if the inquiring user is "male in his 30s", the inquiry receiving unit 202 may determine the provisional answer content by referring to information linked to "male in his 30s" in the answer history information.

[0065] The inquiry reception unit 202 saves the usage history in the member medical record storage unit 213 based on the inquiry content, etc. The inquiry reception unit 202 saves the inquiry history related to the current inquiry as the usage history. The inquiry reception unit 202 saves the inquiry history in the member medical record storage unit 213. The inquiry history may include information such as the date and time of the inquiry, the means of the inquiry, the inquiry content, and the means of providing the answer. The member medical record storage unit 213 updates the member medical record.

[0066] The inquiry handling unit 203 acquires the provisional answer content from the inquiry receiving unit 202. The inquiry handling unit 203 determines the answer content to the inquiry based on the provisional answer content. The inquiry handling unit 203 may determine the means of providing the answer to the inquiry and the answer content. The inquiry handling unit 203 determines the answer content to the inquiry based on at least one of the QA model, the answer history information, and the member chart, or a combination of these.

[0067] The inquiry handling unit 203 acquires a QA model. The inquiry handling unit 203 acquires answer history information. The inquiry handling unit 203 acquires a member chart. The inquiry handling unit 203 determines the content of an answer to an inquiry based on the QA model.

[0068] The inquiry handling unit 203 may determine the content of the reply based on the reply history information. The inquiry handling unit 203 refers to reply history information related to the inquiry content based on the reply history information and determines the content of the reply to the inquiry content.

[0069] The inquiry response unit 203 may determine the answer content based on the member chart. The inquiry response unit 203 acquires past inquiry history and inquiry content from the usage history and activity history. The inquiry response unit 203 may determine the answer content based on the inquiry history, inquiry content, etc. The inquiry response unit 203 may determine the answer content based on the processing result. For example, the inquiry response unit 203 may determine the answer content based on whether or not the user is satisfied with the answer content to a past inquiry. The inquiry response unit 203 may determine the means of providing the answer based on the inquiry history and inquiry content.

[0070] The inquiry response unit 203 may determine the answer content based on the attribute information of the user. For example, the inquiry response unit 203 may determine the answer content by referring to the answer history information based on the attribute information of the user. For example, if the user is "male in his 30s", the answer content may be determined by referring to information linked to "male in his 30s" in the answer history information.

[0071] The inquiry response unit 203 responds according to the means of providing an answer to the inquiry based on the content of the answer. The inquiry response unit 203 performs, for example, a process of generating an answer to the inquiry. The process of generating an answer includes an automatic response and dispatch. The inquiry response unit 203 generates, for example, information indicating the answer. The information indicating the answer includes, for example, a text message indicating an example answer.

[0072] A case where the process of generating the answer item is an automatic response will be described. The inquiry response unit 203 generates a text message indicating the answer item. When the means of providing the answer is a telephone, the inquiry response unit 203 converts the text message into voice data. The inquiry response unit 203 may instruct the inquiry reception unit 202 to call the telephone number of the inquiring user and play back the voice based on the voice data. When the means of providing the answer is an email, the inquiry response unit 203 may instruct the inquiry reception unit 202 to generate an email including a text message and start a mailer or the like to send the email to the email address of the inquiring user. When the means of providing the answer is a chat, the inquiry response unit 203 may instruct the inquiry reception unit 202 to start a chat application and send a chat message including a text message to the account of the inquiring user. When the means of providing the answer is a fax, the inquiry response unit 203 may instruct the inquiry reception unit 202 to send a fax including a text message to the fax number of the inquiring user. The automatic response may be a process by the inquiry handling unit 203 or may be a process via the inquiry receiving unit 202 .

[0073] A case where the process of generating the answer contents is dispatch will be described. The inquiry response unit 203 identifies an answerer to be the dispatch destination. The inquiry response unit 203 transmits information including a text message indicating the answer items to the operator terminal 6 of the dispatch destination. The inquiry response unit 203 may transmit the inquiry contents, etc. to the operator terminal 6 of the dispatch destination. The operator terminal 6 may display the text message on a display device. The operator may respond to the inquiry based on the text message. For example, the operator may respond by calling the user's telephone number. The answerer may be at least one service provider. For example, when the inquiry is an inquiry about two or more services, the answerer may be each of the two or more service providers. When the inquiry is an inquiry about two or more services, the answerer may be one of the two or more service providers.

[0074] The inquiry handling unit 203, for example, requests the service provider devices 3-1 to 3-3 to perform processing in response to the inquiry. The inquiry handling unit 203 may transmit an instruction to the service provider devices 3-1 to 3-3 to perform processing. The service provider devices 3-1 to 3-3 perform processing based on the instruction to perform processing.

[0075] The inquiry response unit 203 provides the response content to the inquiry and the processing result to the inquiry reception unit 202. The inquiry reception unit 202 may provide the response content and the processing result to the user terminal 4. The inquiry response unit 203 stores the response content to the inquiry and the processing result in the answer history information storage unit 212. The answer history information storage unit 212 updates the answer history information. The answer content and the processing result correspond to the current answer history information. The inquiry response unit 203 stores the response content to the inquiry and the processing result in the member medical record storage unit 213. The member medical record storage unit 213 updates the member medical record. The answer content and the processing result correspond to the current activity history. The current activity history is information linked to the usage history that indicates the inquiry history related to the current inquiry.

[0076] According to this example, the response support system 1 can accept an inquiry regarding any of the multiple services. Therefore, the member can make an inquiry to the response support device 2 regarding any of the multiple services. The response support system 1 can process inquiries regarding the multiple services in an integrated manner. The response support system 1 can accept an inquiry through any of the multiple inquiry means. Therefore, the member can make an inquiry to the response support device 2 using any of the multiple inquiry means. The response support system 1 can process inquiries via the multiple inquiry means in an integrated manner. The response support system 1 can provide an answer through any of the multiple answer means. Therefore, the member can receive an answer through any of the multiple answer means. The response support system 1 can process the provision of an answer through the multiple answer means in an integrated manner. This allows the response support system 1 to make the process regarding inquiries more efficient.

[0077] Furthermore, the customer service support system 1 can determine the content of the response based on a trained model that uses response service information related to multiple services and response history information about multiple members. This allows the customer service support system 1 to easily determine the optimal response content for each inquiry. This allows the customer service support system 1 to streamline processing related to inquiries.

[0078] Furthermore, the customer service support system 1 can determine the optimal response content for each inquiring user based on the member chart. This allows the customer service support system 1 to streamline the processing related to inquiries. The customer service support system 1 can support user-friendly customer service operations.

[0079] (4-2) Operation of the model management unit 201 5 is a diagram for explaining an example of the operation of the model management unit 201 in the response support device 2 according to the first embodiment. The model management unit 201 includes a service information management unit 2011 and a model generation unit 2012 as functional components.

[0080] The service information management unit 2011 acquires service-related information from the service provider devices 3-1 to 3-3. For example, the service provider device 3-1 is a device used by a service provider who provides service A. The service provider device 3-2 is a device used by a service provider who provides service B. The service provider device 3-3 is a device used by a service provider who provides service C. Each of the service A, service B, and service C may be a single service or may include a plurality of services. The service A is a service that sells tangible goods such as goods to members in a brick-and-mortar store such as a supermarket or a convenience store. The service A may include a service that sells goods on an EC (Electronic Commerce) site or the like. The service B is a service that provides travel-related services such as reservations for accommodations on an EC site or the like. The service C is a service that gives points to members according to the use of services at affiliated stores or on an EC site.

[0081] Service A, Service B, and Service C may assign a common ID to a member. Service A, Service B, and Service C may manage membership information of a member based on the common ID. Each of Service A, Service B, and Service C may assign an individual membership ID to a member in addition to the common ID. Each of Service A, Service B, and Service C may manage membership information of a customer or member based on the membership ID.

[0082] The service information management unit 2011 stores corresponding service information in the corresponding service information storage unit 211 based on the service related information. For example, the service information management unit 2011 stores corresponding service information for each of service A, service B, and service C in the corresponding service information storage unit 211. The service information management unit 2011 may update the corresponding service information every time service related information is acquired from the service provider devices 3-1 to 3-3. The service information management unit 2011 may update the corresponding service information based on acquisition of an update request from the service provider devices 3-1 to 3-3. The service information management unit 2011 may output an update notification indicating that the corresponding service information has been updated to the model generation unit 2012.

[0083] The model generation unit 2012 generates a QA model by machine learning or the like using the available service information stored in the available service information storage unit 211. The model generation unit 2012 may acquire available service information from the available service information storage unit 211 based on acquiring an update notification from the service information management unit 2011. According to this example, the model generation unit 2012 can generate a QA model for extracting an inquiry response according to the registration information set by each of the service providers of service A, service B, and service C. Therefore, the response support device 2 can accept an inquiry by a desired means of the service providers of the service provider devices 3-1 to 3-3, for example, and respond by the desired means.

[0084] The model generation unit 2012 may update the QA model by machine learning or the like using the updated corresponding service information. The model generation unit 2012 stores the generated QA model in the trained model storage unit 214. The model generation unit 2012 stores the updated QA model in the trained model storage unit 214. For example, when the desired response means is changed from telephone to chat by the provider of service A, the model generation unit 2012 can update the QA model based on information of the changed response means.

[0085] The model generation unit 2012 may update the QA model by referring to the answer history information stored in the answer history information storage unit 212. The model generation unit 2012 may update the QA model stored in the trained model storage unit 214 every time the QA model is updated. The model generation unit 2012 may obtain answer history information at predetermined intervals and update the QA model. According to this example, the model generation unit 2012 can periodically correct the statistical QA model.

[0086] The model generation unit 2012 may request the current answer history information from the inquiry response unit 203. The model generation unit 2012 may update the QA model based on the current answer history information acquired from the inquiry response unit 203. The model generation unit 2012 may update the QA model based on a part or all of the current answer history information. The model generation unit 2012 may update the QA model stored in the trained model storage unit 214 every time the QA model is updated. For example, a case will be described where the current inquiry is about the service A. The model generation unit 2012 can generate a QA model that reflects information such as the answer content and the processing result for the inquiry about the service A based on the current answer history information.

[0087] The model generation unit 2012 may update the QA model at a predetermined timing. The predetermined timing may be a timing based on a certain time interval such as every day or every week. The model generation unit 2012 may update the QA model in real time.

[0088] The model generating unit 2012 may provide an update notification to the service provider devices 3-1 to 3-3 every time the QA model is updated.

[0089] The model management unit 201 may provide the QA model to the service provider devices 3-1 to 3-3. The service provider devices 3-1 to 3-3 may refer to the QA model. According to this example, the users of the service provider devices 3-1 to 3-3 can refer to the QA model and check whether the answer to the inquiry is the answer desired by the users. Therefore, the response support device 2 can support the response to the inquiry according to the request of the users of the service provider devices 3-1 to 3-3. If the answer to the inquiry is not the answer desired by the users, the users of the service provider devices 3-1 to 3-3 can update the service-related information, etc., and reflect it in the QA model.

[0090] (4-3) Operation of the inquiry reception unit 202 6 is a diagram for explaining an example of the operation of the inquiry receiving unit 202 in the response support device 2 according to the first embodiment. The inquiry receiving unit 202 includes a receiving unit 2021 and a response guide generation unit 2022 as functional components.

[0091] The reception unit 2021 receives an inquiry from the user terminal 4. The reception unit 2021 retrieves the member chart of the user of the user terminal 4 from the member chart storage unit 213 based on the common ID. The reception unit 2021 may perform user authentication of the user terminal 4 based on the common ID. The user of the user terminal 4 is an example of an inquiring user. In this example, the inquiring user is a user who has a common ID. The inquiring user is assumed to have made an inquiry about a campaign for service A. The inquiring user is assumed to have made an inquiry by telephone. The inquiring user is assumed to prefer email as a means of providing an answer.

[0092] The reception unit 2021 refers to the member chart based on the common ID and identifies the inquiring user. The reception unit 2021 may acquire information regarding the usage status of the service A by referring to the usage history and activity history of the inquiring user. The information regarding the usage status of the service A includes, for example, the activity history of the service A, the campaign of the service A, the activity history of events, etc. The reception unit 2021 may identify, for example, a campaign to which the inquiring user has applied. The reception unit 2021 may acquire information regarding past inquiries by referring to the usage history and activity history of the inquiring user. The information regarding past inquiries includes, for example, the inquiry history and the inquiry content. The reception unit 2021 acquires information such as whether the inquiring user has made an inquiry regarding the service A in the past, the content of the inquiry, etc. The reception unit 2021 may acquire information regarding the means of providing an answer to the past inquiry. The reception unit 2021 may acquire information regarding the satisfaction level with the answer to the past inquiry. The reception unit 2021 may determine the content of the inquiry, the means of providing the answer, etc. based on the acquired information.

[0093] For example, a case will be described in which an inquiring user X inquires about how to apply for campaign AA2 of service A. It is assumed that the inquiring user X has a history of inquiring about how to apply for campaign AA1 of service A in the past. It is assumed that the inquiring user X has received answers to his past inquiries by email and is highly satisfied with the answers. In this case, the reception unit 2021 may determine that the content of the inquiry for inquiring user X is "how to apply for campaign AA2" and that the means for providing a response to this inquiry is "email."

[0094] The reception unit 2021 acquires corresponding service information from the corresponding service information storage unit 211. The reception unit 2021 identifies a service corresponding to the current inquiry based on the content of the inquiry. The service corresponding to the current inquiry is an example of a respondent. In this example, the reception unit 2021 identifies service A as the respondent. The reception unit 2021 may, for example, refer to the corresponding service information linked to service A. The reception unit 2021 may further narrow down the respondents by referring to the corresponding service information linked to service A. For example, the reception unit 2021 may identify the department in charge of campaign AA2 as the respondent.

[0095] The reception unit 2021 may output a message or the like requesting the user to provide additional information to the user terminal 4. In the following description, the message may include a text message, a voice message, or the like. For example, when the respondent cannot be identified from the inquiry, the reception unit 2021 may output a message or the like requesting the user to provide additional information to the user terminal 4 in order to obtain information from the inquiring user that can identify the respondent. When the reception unit 2021 cannot identify the means of providing an answer to the current inquiry, the reception unit 2021 may output a message or the like requesting the user to provide additional information to the user terminal 4 in order to obtain information from the inquiring user that can identify the means of providing an answer. The reception unit 2021 may output a message or the like requesting the user to confirm or repeat the inquiry content to the user terminal 4. The message for confirming or repeating the inquiry content may include, for example, options for the inquiry content. The message for confirming or repeating the inquiry content may include, for example, "Which of the following is your inquiry about?", "Is your inquiry about XXX?", or the like.

[0096] The reception unit 2021 creates detailed inquiry information based on the inquiry and the above-mentioned processing results. The detailed inquiry information may include, for example, information on the inquiring user, the inquiry content, the means of the inquiry, and the means of providing a response to the inquiry.

[0097] The reception unit 2021 may store a usage history in the member chart storage unit 213 based on the inquiry detailed information. The usage history may include, for example, the inquiry date and time, the means of inquiry, the inquiry content, the means of providing an answer, etc. In this example, the reception unit 2021 stores, as the usage history of inquiring user X, "inquiry means: telephone", "inquiry content: how to apply for campaign AA2", "answer providing means: email", etc. in the member chart storage unit 213.

[0098] The response guide generating unit 2022 generates a response guide based on the inquiry detailed information generated by the receiving unit 2021. The response guide is information indicating a response flow for an inquiry. The response guide corresponds to a provisional reply.

[0099] The response method generating unit 2022 acquires the corresponding service information from the corresponding service information storage unit 211. The response method generating unit 2022 may refer to the corresponding service information and determine whether or not the answerer can accept an inquiry by the current inquiry means. The response method generating unit 2022 may switch the inquiry channel based on the determination result. The inquiry channel is, for example, an example of an inquiry means. The inquiry channel is also called an inquiry interface. The channel is also called a communication channel. If the answerer can accept an inquiry by the current inquiry means, the response method generating unit 2022 may accept the inquiry without switching the inquiry channel. If the answerer cannot accept an inquiry by the current inquiry means, the response method generating unit 2022 may switch the inquiry channel. For example, the response method generating unit 2022 may determine whether or not the service A can accept an inquiry by telephone. If the service A can accept an inquiry by telephone, the response method generating unit 2022 may accept an inquiry by telephone. If service A can only accept inquiries by e-mail, the response method generating unit 2022 may convert the telephone inquiry into an inquiry by e-mail (character string). In this case, the response method generating unit 2022 may, for example, obtain voice data from the telephone inquiry and convert the voice data into text. The response method generating unit 2022 may output the text-converted inquiry to the service provider device 3-1 of service A.

[0100] When the means of inquiry is different from the means of inquiry that can be accepted by the respondent, the response guideline generation unit 2022 may convert the means of inquiry into the means of inquiry that can be accepted by the respondent. For example, when the means of inquiry is a telephone and the means of inquiry that can be accepted by the respondent is an email, the response guideline generation unit 2022 converts the inquiry accepted by telephone into a format that can be accepted by email. For example, the response guideline generation unit 2022 may perform voice recognition on the inquiry accepted by telephone and convert it into text. The response guideline generation unit 2022 provides the inquiry converted into the email format to the respondent. The response guideline generation unit 2022 may output text information of the converted inquiry to the respondent via email. The response guideline generation unit 2022 converts the means of inquiry according to the respondent.

[0101] The response support device 2 receives an inquiry for at least one of the multiple services, identifies an answerer to the inquiry based on the content of the inquiry and the available service information associated with the multiple services, and determines an inquiry means acceptable to the answerer. The response support device 2 converts the inquiry means according to the answerer. For example, when the inquiry means is different from the inquiry means acceptable to the answerer, the response support device 2 converts the inquiry means into an inquiry means acceptable to the answerer.

[0102] According to this example, the customer service support system 1 can change the inquiry means used when accepting an inquiry depending on the respondent. This allows the customer service support system 1 to provide flexibility to the customer service desk for inquiries. In this way, the customer service support system 1 can make the process of inquiries more efficient.

[0103] If the respondent is unable to accept an inquiry by the current inquiry means, the response method generating unit 2022 may output a message or the like indicating that the inquiry by the current inquiry means cannot be accepted to the user terminal 4. If the respondent is unable to accept an inquiry by the current inquiry means, the response method generating unit 2022 may output a message or the like prompting the respondent to make an inquiry by another means to the user terminal 4.

[0104] The response method generating unit 2022 may refer to the corresponding service information and determine whether the answerer can provide an answer to the current inquiry by the answer providing means. The response method generating unit 2022 may switch the answer channel based on the determination result. The answer channel is, for example, an example of an answer providing means. The answer channel is also called an answer interface. If the answerer can provide an answer to the current inquiry by the answer providing means, the response method generating unit 2022 may provide an answer on the same channel as the inquiry channel. If the answerer cannot provide an answer to the current inquiry by the answer providing means, the response method generating unit 2022 may switch the answer channel. For example, the response method generating unit 2022 may determine whether the service A can provide an answer to the inquiry by telephone. If the service A can provide an answer to the inquiry by telephone, the response method generating unit 2022 may provide an answer by telephone. If service A can only provide replies by email, the reply method generating unit 2022 may convert the reply channel into a reply channel by email (character string).

[0105] When the means by which the answerer provides an answer is different from the means by which the user desires to provide an answer, the response guide generating unit 2022 may convert the means by which the answerer provides an answer into the means by which the user desires to provide an answer. For example, when the means by which the answerer provides an answer is chat and the means by which the user desires to provide an answer is email, the response guide generating unit 2022 converts the content of the answer received from the answerer via chat into a format that can be sent by email. The response guide generating unit 2022 provides the user with the answer converted into the email format. The response guide generating unit 2022 converts the means by which the answer is provided according to the user. The response guide generating unit 2022 may acquire the means by which the user desires to provide an answer based on, for example, a member chart, inquiry contents, inquiry detail information, etc.

[0106] The response support device 2 receives an inquiry for at least one service among the multiple services, identifies an answerer for the inquiry based on the content of the inquiry and corresponding service information associated with the multiple services, and determines a means of providing an answer that can be provided by the answerer. The response support device 2 converts the means of providing an answer according to the means of providing an answer desired by the user. For example, when the means of providing an answer by the answerer is different from the means of providing an answer desired by the user, the response support device 2 converts the means of providing an answer to the means of providing an answer desired by the user.

[0107] According to this example, the response support system 1 can convert the means of providing a response to an inquiry according to the means of providing the answer desired by the user. This allows the response support system 1 to provide flexibility to the contact point for responding to inquiries. The response support system 1 can use a means different from the means of inquiry as the means of providing the answer. In this way, the response support system 1 can make the processing related to inquiries more efficient.

[0108] If the answerer is unable to provide an answer to the current inquiry using the answer providing means, the response method generating unit 2022 may output a message or the like indicating that the answer cannot be provided using the answer providing means to the user terminal 4. If the answerer is unable to provide an answer to the current inquiry using the answer providing means, the response method generating unit 2022 may output a message or the like suggesting providing an answer using another means to the user terminal 4.

[0109] The response method generating unit 2022 refers to the available service information and identifies the response method designated by the answerer. The response method generating unit 2022 determines which method, such as automatic response, automatic processing, or dispatch, should be used to respond.

[0110] The response guideline generation unit 2022 acquires a QA model from the trained model storage unit 214. The response guideline generation unit 2022 determines a provisional response content to the current inquiry based on the QA model. The response guideline generation unit 2022 may determine a provisional response content to the current inquiry. For example, the response guideline generation unit 2022 may determine the response means "email", the response item "apply via the Internet", and the response method "automatic response" as provisional response content in response to the current inquiry content "how to apply for campaign AA2".

[0111] The response guideline generating unit 2022 acquires the response history information from the response history information storage unit 212. The response guideline generating unit 2022 refers to the response history information and determines the provisional response content to the current inquiry. The response guideline generating unit 2022 may change the provisional response content determined based on the QA model based on the response history information. For example, the response guideline generating unit 2022 may determine the response means "email", the response item "apply via the Internet or telephone", and the response method "automatic response" as the provisional response content for the current inquiry content "how to apply for campaign AA2". The response guideline generating unit 2022 may change the provisional response content based on the attribute information included in the response history information. The response guideline generating unit 2022 may update the provisional response content based on the attribute information that is consistent with the attribute information of the inquiring user X, for example. For example, when the attribute information of user X indicates “male, 30s”, the response guide generation unit 2022 may refer to past answer history information linked to “male, 30s” among the answer history information to determine the provisional answer content.

[0112] The response procedure generating unit 2022 may assemble an appropriate flow (procedure) when the response content spans multiple service providers and requires a combination of multiple processes. The response procedure includes the generation or assembly of a listed content, flow (procedure). For example, the response procedure includes the assembly of details of a procedure required to respond to the content of an inquiry.

[0113] When a response to an inquiry includes multiple processes, the response procedure generation unit 2022 may define the multiple processes and determine executable procedures (e.g., the processing procedure, or the content of the processing, settings of the service provider that performs the processing, etc.).

[0114] The response method generating unit 2022 responds to the inquiry based on at least one of the available service information, the QA model, and the answer history information. When the response to the inquiry includes multiple processes, the response method generating unit 2022 determines the multiple processes. The response method generating unit 2022 may determine the steps of the multiple processes, the contents of the multiple processes, and the respondents corresponding to the multiple processes.

[0115] According to this example, when various interactions are required to return a response to an inquiry to the user terminal 4 and it is difficult to provide an answer in one go, the response support system 1 can define the content of the processing required to obtain the answer (e.g., dispatch, automatic processing, etc.) and determine executable arrangements (e.g., the processing procedure, or the content of the processing, settings of the service provider that performs the processing, etc.). This allows the user of the user terminal 4 to request all the necessary procedures in one go with a single question. This allows the response support system 1 to make the processing related to inquiries more efficient. Furthermore, the response support system 1 can increase user satisfaction with responses to inquiries.

[0116] The response procedure generating unit 2022 outputs the inquiry detailed information and information indicating the provisional response content to the inquiry handling unit 203 .

[0117] The response method generating unit 2022 acquires a response result from the inquiry response unit 203. The response result includes information such as the inquiry content, the response content, and the processing result. The response method generating unit 2022 outputs the response result to the receiving unit 2021. The receiving unit 2021 may output the response result to the user terminal 4.

[0118] According to this example, the response support device 2 can determine the inquiry detail information and the provisional answer content based on a trained model using the available service information on a plurality of services and the answer history information on a plurality of members. Therefore, the response support device 2 can support the provision of the optimal answer for each inquiry for each service. Also, the response support device 2 can support the provision of the optimal answer for each inquiry for each member. This allows the response support device 2 to make the process related to the inquiry more efficient.

[0119] (4-4) Operation of the inquiry response unit 203 7 is a diagram for explaining an example of the operation of the inquiry handling unit 203 in the response support device 2 according to the first embodiment. The inquiry handling unit 203 includes a response management unit 2031 and a history management unit 2032 as functional components.

[0120] The response management unit 2031 acquires the detailed inquiry information and information indicating the provisional answer content from the inquiry receiving unit 202. The response management unit 2031 responds to the inquiry based on the provisional answer content. The response management unit 2031 responds according to the means of providing the answer to the inquiry.

[0121] The response management unit 2031 acquires the QA model from the learned model storage unit 214. The response management unit 2031 determines the content of the response to the current inquiry based on the QA model.

[0122] The response management unit 2031 acquires the answer history information from the answer history information storage unit 212. The response management unit 2031 determines the answer content to the current inquiry based on the answer history information. The response management unit 2031 may determine the answer content based on the QA model and the answer history information. According to this example, the response management unit 2031 can determine the answer content by referring to past history information, etc. that is not included in the QA model that may be periodically updated. The response management unit 2031 can determine the answer content by referring to most recent history information, etc. that is not included in the QA model.

[0123] The response management unit 2031 acquires the member chart from the member chart storage unit 213. The response management unit 2031 determines the content of the response to the current inquiry based on the member chart of the inquiring user. The response management unit 2031 may determine the content of the response by referring to the past activity history information of the inquiring user. The response management unit 2031 may determine the content of the response based on the QA model, the response history information, and the member chart. According to this example, the response management unit 2031 can determine the optimal content of the response for the inquiring user based on information about the inquiring user. For example, when the inquiring user has made a similar inquiry in the past, the response management unit 2031 may determine the content of the response based on information such as the past response content and processing results.

[0124] For example, the response management unit 2031 will be described as to a case where the inquiring user made an inquiry about a campaign for service A two days ago, similar to the current inquiry. The response management unit 2031 may determine whether the current inquiry is a continuation of the previous inquiry based on information such as the previous response content and processing result. If the current inquiry is a continuation of the previous inquiry, the response management unit 2031 may determine the response content as a continuation of the response to the previous inquiry. For example, if the inquiring user is not satisfied with the response to the previous inquiry, the response management unit 2031 may determine the response content to be different from the previous response.

[0125] The response management unit 2031 may determine the content of the response based on the attribute information of the user. For example, the response management unit 2031 may determine the content of the response based on the attribute information of the user included in the member chart by referring to the response history information. For example, a case will be described where the inquiring user is a "male in his 30s." The response management unit 2031 may determine, as the response content to the current inquiry, the response content that has a high degree of satisfaction as a response to a "male in his 30s" by referring to information linked to the "male in his 30s" in the response history information.

[0126] The response management unit 2031 responds according to the means of providing a response to the inquiry based on the determined response content. In one example, the response management unit 2031 performs a process of generating a response content to the inquiry. The process of generating the response content includes an automatic response, dispatch, and the like.

[0127] When the response management unit 2031 performs an automatic response, it outputs a response result including information indicating the content of the response to the service provider devices 3-1 to 3-3. The response management unit 2031 may output a completion notice indicating completion of the response to the service provider devices 3-1 to 3-3. The response management unit 2031 outputs the response result to the history management unit 2032. The response management unit 2031 may output the completion notice to the history management unit 2032.

[0128] When dispatching, the response management unit 2031 may obtain the response result from the service provider devices 3-1 to 3-3. The response management unit 2031 may output the response result to the inquiry reception unit 202. The inquiry reception unit 202 may output the response result to the user terminal 4.

[0129] For example, a case where the inquiry of the inquiring user X is "How to apply for the campaign AA2 of the service A" will be described. When the service A permits an automatic response, the response management unit 2031 performs an automatic response process on the user terminal 4 of the inquiring user X. For example, the response management unit 2031 determines "apply via the Internet or telephone" as the answer to the inquiry. The response management unit 2031 may create a message indicating the answer. A case where the means of providing the answer desired by the inquiring user X is email and the service A permits an automatic response by email will be described. The response management unit 2031 outputs an instruction to the inquiry reception unit 202 to send a message indicating the content of the answer by email. The inquiry reception unit 202 starts a mailer or the like and sends an email to the email address of the inquiring user. A case where the means of providing the answer desired by the inquiring user X is telephone and the service A permits an automatic response by telephone will be described. The response management unit 2031 outputs an instruction to the inquiry reception unit 202 to output a message indicating the content of the answer by telephone. The inquiry receiving unit 202 outputs a voice message to the telephone number of the inquiring user X. The response management unit 2031 outputs the response result to the service provider device 3-1.

[0130] For example, a case where the inquiry of the inquiring user X is "a gift winning result of the campaign AA2 of the service A" will be described. For example, the correspondence management unit 2031 outputs an instruction to the service provider device 3-1 of the service A to request the winning result of the inquiring user X. The service provider device 3-1 may output the winning result of the inquiring user X to the correspondence management unit 2031. In this case, the correspondence management unit 2031 may provide the winning result by a means of providing an answer desired by the inquiring user X. The correspondence management unit 2031 may request the service provider device 3-1 of the service A to perform a process of providing the winning result of the inquiring user X. The correspondence management unit 2031 may transmit information including a text message indicating the answer to the operator terminal 6 corresponding to the service provider device 3-1. The operator of the operator terminal 6 may respond based on the text message indicating the answer. The operator terminal 6 may output the response result to the service provider device 3-1. The correspondence management unit 2031 may acquire the response result from the service provider device 3-1.

[0131] In another example, the response management unit 2031 requests a process in response to the inquiry. The response management unit 2031 requests the service provider devices 3-1 to 3-3 to perform a process in response to the inquiry, for example.

[0132] When the response management unit 2031 requests processing in response to an inquiry, it may obtain a response result including information indicating a processing result from the service provider devices 3-1 to 3-3. The response management unit 2031 may output the response result to the inquiry reception unit 202. The inquiry reception unit 202 may output the response result to the user terminal 4. The response management unit 2031 outputs the response result to the history management unit 2032. The response management unit 2031 may output a completion notification to the history management unit 2032.

[0133] For example, a case will be described where the inquiry of the inquiring user X is "I would like to transfer points of service A to points of service C." For example, the response management unit 2031 determines the procedure (point transfer process) required to transfer points of service A to points of service C. The response management unit 2031 may output instructions for performing the point transfer process to the service provider device 3-1 and the service provider device 3-3. The response management unit 2031 may output instructions for performing the point transfer process to another device that performs the point transfer process. The response management unit 2031 may obtain the response result from the service provider device 3-1.

[0134] The history management unit 2032 updates the history information based on the response result. For example, the history management unit 2032 stores the activity history related to the current inquiry in the member chart storage unit 213 based on the response result. The history management unit 2032 stores the activity history related to the current inquiry in association with the usage history related to the current inquiry. The activity history may include, for example, the answerer, the content of the answer, the response result, etc. In this example, the history management unit 2032 stores "Answerer: Service A", "Response content: Automatic response", "Response result: Sending e-mail", etc. in the member chart storage unit 213 as the activity history related to "Inquiry content: How to apply for campaign AA2" of the inquiring user X.

[0135] The history management unit 2032 stores the answer history for the current inquiry in the answer history information storage unit 212, for example, based on the answer result. The answer history may include the inquiry date and time, the means of inquiry, the inquiry content, the means of providing the answer, the answerer, the answer content, the answer result, etc. The history management unit 2032 may update the answer history information every time it obtains the answer result.

[0136] The history management unit 2032 outputs the answer history regarding the current inquiry to the model management unit 201 based on, for example, the response result. The history management unit 2032 may output the answer history regarding the current inquiry to the model management unit 201 based on a response history request from the model management unit 201. The model management unit 201 may update the QA model based on the answer history regarding the current inquiry.

[0137] According to this example, the response support device 2 can determine the answer content based on the learned model using the corresponding service information on a plurality of services and the answer history information on a plurality of members. The response support device 2 can further determine the optimal answer content based on the provisional answer content. Therefore, the response support device 2 can support the provision of the optimal answer for each service to each inquiry. In addition, the response support device 2 can support the provision of the optimal answer for each member to each inquiry. This allows the response support device 2 to improve the efficiency of the process related to the inquiry. When the answer content spans multiple service providers and when a combination of multiple processes is required, the response support device 2 can assemble an appropriate flow (procedure). This allows the response support device 2 to efficiently process the answer content consisting of a combination of multiple processes by multiple service providers.

[0138] (4-5) Processing procedure of response support system 1 An example of a processing procedure performed by the response support system 1 will be described. FIG. 8 is a sequence diagram for explaining an example of the overall operation of the response support system 1. As shown in FIG.

[0139] In the following description mainly focusing on the response support device 2, the response support device 2 may be read as the response processing unit 200. In the following description mainly focusing on the service provider devices 3-1 to 3-3, the service provider devices 3-1 to 3-3 may be read as management devices for the service provider devices 3-1 to 3-3. In the following description mainly focusing on the user terminal 4, the user terminal 4 may be read as a management device for the user terminal 4.

[0140] Note that the process steps described below are merely examples, and each process may be modified as much as possible. In addition, steps may be omitted, replaced, or added as appropriate for the process steps described below depending on the embodiment.

[0141] In the following process, it is assumed that the user of the user terminal 4 has launched the common service application and logged in. In the following process, an example will be described in which the user of the user terminal 4 has made an inquiry about service A using an inquiry form or the like on the common service application.

[0142] The user terminal 4 outputs an inquiry to the response support device 2 (step S1). The inquiry includes input information entered into an inquiry form. The input information may include the inquiry content, a means for providing an answer, and the like. The user terminal 4 may output a common ID of the user of the user terminal 4 to the response support device 2.

[0143] The response support device 2 receives an inquiry (step S11). In step S11, for example, the response support device 2 identifies the user of the user terminal 4 based on the common ID. The response support device 2 may identify the user of the user terminal 4 based on login information. The response support device 2 acquires information related to the content of the inquiry and the means of providing an answer.

[0144] The response support device 2 judges the content of the response (step S12). In step S12, for example, the response support device 2 judges the content of the response to the inquiry by referring to at least one of the available service information, the QA model, the response history information, and the member chart, or a combination of these. For example, the response support device 2 identifies a service provider (responder) of the service corresponding to the inquiry. In this example, the response support device 2 identifies the service A or the service provider device 3-1 as the responder. The responder may be for a plurality of services. The response support device 2 judges whether the responder can accept an inquiry by the inquiry means. The response support device 2 judges whether the service A can accept an inquiry by the inquiry form of the common service application. The response support device 2 judges whether the means of providing an answer corresponding to the inquiry desired by the user is applicable. For example, the response support device 2 judges whether the service A can provide an answer by e-mail. For example, the response support device 2 may output a message or the like to the user terminal 4 when the means of providing an answer desired by the user is not applicable. The response support device 2 determines the most suitable reply content for a user based on the user's membership chart, etc. According to this example, reply content across multiple services or multiple service providers can be determined based on a common ID that can be used in common for multiple services. Therefore, the response support device 2 can determine the appropriate reply content when a reply or process across multiple services or multiple service providers is required in response to an inquiry.

[0145] The response support device 2 may make an inquiry to the user terminal 4 in the process of determining the content of the response to the inquiry. The response support device 2 may, for example, request information necessary for creating the inquiry detailed information from the user terminal 4. The information necessary for creating the inquiry detailed information includes, for example, information necessary for clarifying the content of the inquiry and information necessary for automating the processing. The information necessary for clarifying the content of the inquiry is, for example, information capable of identifying a service corresponding to the inquiry. The information necessary for automating the processing is, for example, information on the means of providing the response.

[0146] The response support device 2 can make an inquiry to the user terminal 4 based on member identification information related to the user of the user terminal 4. For example, the response support device 2 acquires information such as attribute information, usage history, and activity history based on the common ID or individual member ID of the user of the user terminal 4. The response support device 2 requests additional information from the user terminal 4 based on the information such as the attribute information, usage history, and activity history. The additional information includes information necessary to clarify the content of the inquiry and information necessary to automate processing. The response support device 2 determines the content of the response to the inquiry based on the additional information acquired from the user terminal 4.

[0147] According to this example, the response support system 1 not only simply returns a response to the inquiry to the user terminal 4, but also requests additional information from the user terminal 4, thereby making it possible to clarify the content of the inquiry. Furthermore, the response support system 1 can generate response guidelines and perform processing according to the response guidelines by acquiring information necessary for automating a response to an inquiry or processing according to the inquiry (for example, how the user would like to be answered, or asking a question via chat but would like the answer by phone, etc.) by the user. By acquiring information based on the member identification information, the response support system 1 can refer to past history and response content, enabling a more flexible response to inquiries. This allows the response support system 1 to streamline processing related to inquiries.

[0148] The user terminal 4 adjusts the means of providing an answer based on a message or the like from the response support device 2 (step S2). In step S2, for example, the user terminal 4 may change the desired means of providing an answer. The user terminal 4 may notify the response support device 2 of the changed means of providing an answer. The response support device 2 can communicate with the user terminal 4 and determine the means of providing an answer.

[0149] The response support device 2 refers to the available service information and determines whether dispatch is possible (step S13). In step S13, for example, the response support device 2 refers to the response method specified by the service corresponding to the inquiry and determines whether dispatch is possible. If dispatch is possible, the process transitions from step S13 to step S14. If dispatch is not possible, the process transitions from step S13 to step S3. The response support device 2 may determine whether dispatch is necessary based on the inquiry content, available service information, etc. If dispatch is necessary, the process transitions from step S13 to step S14. Dispatch is a process including multiple procedures. Therefore, when dispatching, the response support device 2 assembles and executes a process including multiple procedures. If dispatch is not necessary, the process transitions from step S13 to step S3.

[0150] If dispatch is not performed, the response support device 2 performs an automatic response based on the response method. The user terminal 4 receives the response (step S3). In step S3, for example, the user terminal 4 receives the response according to the desired means of providing the response. The user terminal 4 may receive the response via email, for example. Note that, depending on the response method, multiple responses are provided by multiple service providers. For example, the response method may include an automatic response to an inquiry about service A, dispatching an inquiry about service B to the service provider of service B, and automatic processing of an inquiry about service C. The response method includes assembling the flow of those processes.

[0151] The response support device 2 refers to the available service information and determines whether the respondent can accept the inquiry by the inquiry means (step S14). If the respondent can accept the inquiry, the process moves from step S14 to step S21. If the respondent cannot accept the inquiry, the process moves from step S14 to step S15.

[0152] The response support device 2 converts the inquiry means (step S15). In step S15, for example, the response support device 2 switches the inquiry channel. The response support device 2 accepts the inquiry via the switched inquiry channel.

[0153] The service provider devices 3-1 to 3-3 generate responses (step S21). In step S21, for example, the service provider devices 3-1 to 3-3 generate responses to be provided to the users of the user terminals 4 based on the response contents received from the response support device 2. The response support device 2 generates, for example, response items to the inquiries. The response support device 2 outputs a text message indicating the response items to the service provider devices 3-1 to 3-3. The response support device 2 may output a notification to the service provider devices 3-1 to 3-3 requesting the answerer to perform a response service. The notification may include, for example, a message requesting the answerer to generate a response and provide the response to the users of the user terminals 4. The service provider devices 3-1 to 3-3 may display a text message indicating a response example on a display device. The users of the service provider devices 3-1 to 3-3 or the operators of the operator terminals 6 may create a response to be provided to the users of the user terminals 4 based on the response example.

[0154] If a direct reply can be made by an operator (step 22), the operator provides the reply directly to the user of the user terminal 4. The operator may provide the reply to the user terminal 4 via email, for example. The user terminal 4 receives the reply in step S3. The service provider devices 3-1 to 3-3 may output information related to the reply provided to the user terminal 4 to the response support device 2. The response support device 2 may record or update reply history information based on the information related to the reply in step S18.

[0155] If the question cannot be answered directly by the operator, the process proceeds from step S22 to step S16.

[0156] The response support device 2 determines whether or not it is necessary to convert the means of providing a response to the inquiry (step S16). In step S16, for example, the response support device 2 determines whether or not to switch the response channel based on the content of the response. If it is necessary to convert the means of providing the response, the process transitions from step S16 to step S17. If it is not necessary to convert the means of providing the response, the process transitions from step S16 to step S3. Here, in step S18, the response support device 2 may record or update response history information based on the content of the response.

[0157] The response support device 2 converts the means for providing the answer (step S17). In step S17, for example, the response support device 2 switches the answer channel. The response support device 2 provides the answer to the user terminal 4 according to the answer channel. A case will be described where the means for providing the answer is a telephone. For example, the response support device 2 switches the answer channel to a telephone. The response support device 2 converts a text message indicating the answer item into voice data. The response support device 2 makes a call to the telephone number of the user of the user terminal 4. Making a call includes accessing the user terminal 4 via the telephone. The user terminal 4 receives the answer in step S3. In step S18, the response support device 2 may record or update answer history information based on the answer item.

[0158] According to this example, the response support device 2 can respond to an inquiry from an inquiry form on an application. The response support device 2 can accept an inquiry according to an inquiry means that can be accepted by a service provider of a service corresponding to the inquiry. Therefore, the response support device 2 can support the provision of an optimal answer for the service provider. The response support device 2 can provide an answer by an answer providing means desired by the user of the user terminal 4. Therefore, even if the user of the user terminal 4 makes an inquiry from an inquiry form, the user can receive an answer from various answer providing means. This allows the response support device 2 to make the process related to the inquiry more efficient. The response support device 2 can support user-friendly customer response work. For example, a user can make an inquiry from an inquiry form using a PC at home, and can receive an answer via chat, e-mail, or telephone using a smartphone or the like while on the go.

[0159] (5) Effects The response support device 2 of the first embodiment can receive an inquiry from a user having a common ID for at least one of the multiple services linked to the common ID, identify a respondent to the inquiry based on the content of the inquiry and the first information associated with the multiple services, and respond according to the means for providing an answer to the inquiry. For example, the response support device 2 can receive an inquiry from a user having a common ID for any of the multiple services using the information processing program. Furthermore, the response support device 2 can identify a respondent from among the multiple services and provide an answer using any of the multiple answering means using the information processing program. Therefore, the response support device 2 can process inquiries about multiple services in an integrated manner, and can improve the efficiency of the processing related to the inquiry.

[0160] The response support device 2 of the first embodiment can determine the content of a response to an inquiry based on the second information associated with multiple services, response history information related to the multiple services, and information on the user's history related to the multiple services, using an information processing program. Therefore, the response support device 2 can determine the content of a response in an integrated manner based on various information. This allows the response support device 2 to make the process related to the inquiry more efficient.

[0161] The response support device 2 of the first embodiment can determine the content of a response to an inquiry based on information about the user's history regarding a plurality of services, including information about the user's past inquiry history, by using an information processing program. Therefore, the response support device 2 can determine the optimal response content for a user based on the user's past inquiry history, via a computer. This allows the response support device 2 to make the process regarding inquiries more efficient.

[0162] The response support device 2 of the first embodiment can determine the content of an answer to an inquiry based on the second information, which is information generated based on information on at least question and answering cases in a plurality of services, by the information processing program. Therefore, the response support device 2 can determine the optimal answer content for the service provider based on the question and answering cases for each service. This allows the response support device 2 to make the process related to the inquiry more efficient.

[0163] The response support device 2 of the first embodiment can determine the content of a response to an inquiry based on the second information, which is information updated based on response history information related to a plurality of services, by the information processing program. Therefore, the response support device 2 can determine the optimal response content for the service provider based on the response history for each service. This allows the response support device 2 to make the process related to the inquiry more efficient.

[0164] The response support device 2 of the first embodiment can perform processing to generate answers to inquiries using an information processing program. Therefore, the response support device 2 can respond based on the generated answers. In addition, the response support device 2 can provide the generated answers to an operator. This allows the response support device 2 to make processing related to inquiries more efficient.

[0165] The response support device 2 of the first embodiment can request processing in response to an inquiry by using an information processing program. Therefore, the response support device 2 can request processing in response to an inquiry from another device and have the other device handle the inquiry. This allows the response support device 2 to make the processing related to the inquiry more efficient.

[0166] The response support device 2 of the first embodiment can determine the content of a response to an inquiry based on the user's attribute information by the information processing program. Therefore, the response support device 2 can determine the optimal response content according to the user's attribute based on the user's attribute information. This allows the response support device 2 to make the process related to the inquiry more efficient.

[0167] The response support device 2 of the first embodiment can provide an answer by the same means as the inquiry means or a different means by using an information processing program. Therefore, the response support device 2 can provide an answer by any of a plurality of answer providing means. This allows the response support device 2 to have the user or service provider provide an answer by the most suitable means, thereby improving the convenience of the inquiry response work.

[0168] Second Embodiment The second embodiment will be described below with reference to the drawings. The second embodiment is a response support system that performs response processing for inquiries using a response support device, similar to the first embodiment. The second embodiment is different from the first embodiment in that the response support system 1A is a system that supports responses to inquiries from a specific user. The response support system 1A realizes an inquiry response service in a closed network. The closed network is, for example, a network inside an organization. The response support system 1A handles various types of information, including information that is shared within the closed network and is not disclosed to the outside. The information that is not disclosed to the outside includes, for example, confidential information, rules, and the like within the organization. The organization is, for example, a company, a business, or an office. The organization is not limited to the above, and may be a community including multiple users. The information that is not disclosed to the outside includes knowledge information managed within the organization. The knowledge information indicates, for example, information created or managed by at least one department within the organization. The department indicates a division divided according to business, function, and the like. A department may be, for example, a unit for dividing up multiple different businesses, operations, information, processes, etc., such as a department, team, project, campaign, etc. A department may be a unit for classifying knowledge information. A department may be a unit classified by a management entity that manages knowledge information. Knowledge information for multiple departments may be managed by different management entities. A department may be read as, for example, a field, area, or category. A department may indicate, for example, a field or field in which inquiries can be accepted. A department may indicate a field or field in which an answer to an inquiry can be provided. A department may indicate a field or field in which an appropriate answering entity can be determined for an inquiry. A department may indicate a field or field in which information that serves as an answer to an inquiry can be provided.

[0169] In the second embodiment, for example, an inquiry regarding knowledge information shared within an organization such as a company is handled. The knowledge information is information classified by business department. The organization includes multiple business departments. The multiple business departments are an example of multiple categories. The business departments are also simply called departments. The knowledge information is also called information of multiple departments. The user is an employee belonging to the organization. For example, knowledge information managed by multiple departments incurs a lot of costs for information collection and information management. In addition, when appropriate information is obtained from the knowledge information, it is necessary to improve search accuracy. Therefore, there is a need to make the processing of inquiries regarding the knowledge information more efficient. A user can make an inquiry using the response support system when he / she wants to refer to the knowledge information of multiple departments and investigate past performance of a sales promotion campaign, when he / she wants to consider a new project, when he / she wants to investigate a past campaign that generated many inquiries, etc. Note that the user is not limited to an employee, and may be any user who can access the knowledge information. The term "customer" or "member" in the first embodiment may be read as "employee," "staff member," "member," or "user" in the second embodiment.

[0170] The same components as those in the first embodiment are denoted by the same reference numerals, and the description thereof will be omitted. In the second embodiment, the differences from the first embodiment will be mainly described.

[0171] (1) Overall configuration of response support system 1A FIG. 9 is a bird's-eye view showing an example of the overall configuration of the response support system 1A according to the second embodiment. The response support system 1A shown in FIG. 9 includes a response support device 2A and a user terminal 4A. The response support device 2A and the user terminal 4A are connected to each other via a network 7A so as to be able to communicate with each other. For example, the network 7A is a LAN (Local Area Network). The network 7A may include a wireless network or a wired network. The response support device 2A and the user terminal 4 may be connected to each other so as to be able to communicate with each other via the Internet or the like. The response support system 1A may also refer to a system including at least two devices among the response support device 2A and the user terminal 4A. FIG. 1 shows an example in which the response support system 1A includes two user terminals 4A, but the number of user terminals is not limited to this. The configuration of the multiple user terminals may be the same as that of the user terminal 4A.

[0172] The response support system 1A is a system for responding to inquiries regarding multiple departments. The inquiries include questions, notifications, requests, complaints, etc. from users regarding each department. A user is a user who can use knowledge information of multiple departments. A user can be managed by user identification information (user ID). The knowledge information of multiple departments can be managed in an integrated manner by an administrator or the like in an organization. A user can log in using a user ID and use knowledge information of multiple departments. The multiple departments are an example of multiple categories linked to a user ID. The users may include users with access restrictions who can use only a portion of the knowledge information of the multiple departments. The users may be restricted in access to information regarding the multiple departments based on attribute information or the like. A user can make inquiries regarding multiple departments using a user ID. The user ID is an example of a user's ID.

[0173] The response support device 2A is a device that collects data and processes the collected data, similar to the response support device 2. The response support device 2A is communicatively connected to the user terminal 4A via the network 7A. The response support device 2A receives various data from the user terminal 4A and outputs various data to the user terminal 4A. The response support device 2A may be communicatively connected to other devices not shown. The response support device 2A is an example of an information processing device. An example configuration of the response support device 2A will be described later.

[0174] The user terminal 4A is a device capable of communicating with other devices. The user terminal 4A is a PC, a smartphone, a tablet terminal, or the like. The user terminal 4A is an example of an information processing terminal. When a user of the user terminal 4A has an inquiry about a category, the user makes an inquiry from the user terminal 4A to the response support device 2A. The user can make an inquiry by chat, e-mail, or the like. For example, the user can log in to an application provided by the response support device 2A or an inquiry response service via a website, etc., and make an inquiry.

[0175] (2) Hardware Configuration (2-1) Response Support Device 2A The response support device 2A has the same hardware configuration as the response support device 2.

[0176] (3) Functional configuration (3-1) Response Support Device 2A 10 is a block diagram showing an example of the functional configuration of the response support device 2A according to the present embodiment. The response support device 2A according to the present embodiment includes, as its functional configuration, a response processing unit 200A, a storage unit 210A, and a communication control unit 220A. The communication control unit 220A controls communication with the user terminal 4A via the network 7A according to an instruction from the response processing unit 200A.

[0177] (3-1-1) Storage section 210A The storage unit 210A includes a knowledge information storage unit 215, a response history information storage unit 216, a user information storage unit 217, and a learned model storage unit 218. The storage unit 210A may be realized by the storage 23. Here, an example will be described in which the response support device 2A includes the knowledge information storage unit 215, the response history information storage unit 216, the user information storage unit 217, and the learned model storage unit 218, but each storage unit may be included in a device different from the response support device 2A.

[0178] The knowledge information storage unit 215 is a storage unit for centrally storing and holding knowledge information related to a plurality of departments. The knowledge information indicates knowledge information created or managed for each department. The knowledge information includes information related to business. The information related to business includes materials created or managed by each department. The materials include document data, image data, and audio data. The materials may include, for example, notices, minutes, regulations, rules, and workflows. For example, the information related to the business of the human resources department may include information related to applications, information related to work regulations, and information related to employees. The information related to the business of the sales department may include information related to projects, information related to services, and information related to customers. The information related to business includes information on the person in charge. The person in charge indicates, for example, the creator, manager, or person in charge of the materials. The information on the person in charge may include information that can identify the person in charge, and information indicating the contact information of the person in charge. The knowledge information may include, for example, information based on audio data of a video conference, information based on data that records communication such as threads on a communication tool within an organization, and the like. The knowledge information is an example of information associated with a plurality of categories, and is also referred to as first information associated with a plurality of categories.

[0179] The knowledge information includes, for example, settings related to an inquiry. The settings related to an inquiry include a reception means capable of receiving an inquiry from a user, a reply means capable of replying to the user in response to the inquiry, a method of replying to the inquiry, etc. The reception means indicates, for example, a communication means such as e-mail or chat, or a contact means. The reception means may include multiple means. When the reception means includes multiple means, the reception means may include information indicating the priority of the multiple means. The reception means is an example of a means for an inquiry. The reply means indicates, for example, a communication means such as e-mail or chat, or a contact means. The reply means may include multiple means. When the reply means includes multiple means, the reply means may include information indicating the priority of the multiple means. The reply means is an example of a means for providing an answer. The reply means may be the same means as the reception means, or may be a means different from the reception means.

[0180] Methods of responding to inquiries include automatic response, automatic processing, dispatch, etc. Automatic response, for example, refers to automatically sending a response to an inquiry to a user. Automatic response includes processing to generate a response to an inquiry. Responses are information indicating answer examples, answer text, etc. Automatic processing refers to requesting processing in response to an inquiry. Automatic processing includes identifying processing in response to an inquiry and performing processing in response to an inquiry. Performing processing in response to an inquiry includes performing appropriate processing in accordance with the identified processing flow. Processing in response to an inquiry refers to processing required to respond to an inquiry. For example, if the inquiry is about how to apply for travel expenses, processing in response to an inquiry includes a series of processes required for applying for travel expenses.

[0181] Dispatch includes transferring a call to an answering entity, requesting the answering entity to handle the inquiry, etc. In this example, the answering entity indicates an institution, entity, person in charge, etc. that should answer the inquiry. Dispatch may include a process of generating an answer to the inquiry. Dispatch may include a process of providing an answer example to the answering entity. The inquiry answering method may include multiple answering methods. When the inquiry answering method includes multiple answering methods, the inquiry answering method may include information indicating the priority of the multiple answering methods. The response support device 2A may respond to an inquiry according to the inquiry answering method set by the administrator of each department, etc. The inquiry answering method is also simply called the answering method. In the following explanation, "answer" may be read as "handling".

[0182] The knowledge information may include question and answer examples (FAQs) related to the work of each department. The question and answer examples may include information indicating a processing flow for an inquiry. The knowledge information may include information related to access restrictions. The information related to access restrictions is, for example, access restriction setting information. The access restriction setting information may be information set based on user attributes. The access restrictions may include information for identifying users who can access the knowledge information. The access restrictions may be information indicating whether access is possible depending on user attributes. The knowledge information may be updated as appropriate. The knowledge information may be updated periodically, for example. The knowledge information may include update information. The update information includes, for example, information related to the person who updated, information related to the update date and time, etc. The knowledge information is an example of first information associated with multiple categories.

[0183] The answer history information storage unit 216 is a storage unit for storing and holding the answer history information in a centralized manner. The answer history information indicates history information related to answers to inquiries. The answer history information may be history information related to processing of inquiries by the response support device 2A. The answer history information includes, for example, information such as inquiry content, answer content, and processing result. The inquiry content includes, for example, inquiry type, inquiry source information, inquiry matter, etc. The answer content includes answer means, answer matter, answer method, etc. The processing result includes information indicating the user's response to the answer, etc. The response includes information indicating the satisfaction level with the answer, the reaction to the answer, etc. The answer history information may correspond to information linked to the inquiry history included in the user information described later. The answer history information may be information of the user's attribute information excluding information that can identify an individual. The answer history information is an example of answer history information related to multiple categories. The answer history information includes answer history information about multiple users. The answer history information is an example of information associated with multiple categories.

[0184] The user information storage unit 217 is a storage unit for storing and holding user information in a centralized manner. The user information includes user information for each user. The user information is an example of information related to a user.

[0185] The user information will be described with reference to FIG. FIG. 11 is a diagram showing an example of a data structure of user information managed by a response support device 2A according to the second embodiment.

[0186] The user information includes information such as user identification information, attribute information, usage history, and activity history. The user identification information is a user ID. The attribute information is information unique to each user, and may include information such as name, age, sex, department, team, conference body, project, employment type, years of service, and work experience. The attribute information may also include information indicating the work content, etc.

[0187] The usage history includes an inquiry history. The inquiry history includes information such as the presence or absence of an inquiry, the inquiry date and time, the inquiry method, etc. The inquiry history includes information regarding the user's past inquiry history.

[0188] The activity history includes detailed information for the usage history. For example, there may be multiple activity histories for the usage history. The activity history may have a "1:n (n is an integer equal to or greater than 1)" relationship with the usage history. The activity history includes inquiry details. The inquiry details include information such as the inquiry content, the response content, and the processing results. The user information is an example of information related to a user's past inquiry history regarding multiple departments.

[0189] The trained model storage unit 218 is a storage unit for storing and holding trained models in a centralized manner. The trained model is a trained model generated by machine learning or the like based on knowledge information. For example, the trained model may be generated based on information on question answering cases in at least a plurality of departments. The trained model may be generated based on answer history information of a plurality of users. The trained model is a question answering model (QA model) that combines an inquiry and an example answer to the inquiry. The trained model may be updated based on answer history information of a plurality of users related to a plurality of departments. The trained model is also referred to as a QA model. The trained model is an example of information associated with a plurality of categories. The trained model is also referred to as second information associated with a plurality of categories.

[0190] (3-1-2) Response Processing Unit 200A When the processor 21 executes a program stored in the memory 22, the response processing unit 200A functions as a model management unit 201A, an inquiry receiving unit 202A, and an inquiry handling unit 203A.

[0191] The model management unit 201A manages or updates knowledge information. The model management unit 201A uses the knowledge information to generate a trained model (QA model) for responding to inquiries constructed by machine learning or the like. The model management unit 201A generates the trained model based on information on question answering cases in at least a plurality of services. The trained model is information generated based on information on question answering cases in at least a plurality of services. The model management unit 201A may generate the trained model based on answer history information of a plurality of users regarding a plurality of services.

[0192] The QA model is a model that inputs information about an inquiry and outputs a response to the inquiry. The information about the inquiry includes the time of the inquiry (inquiry date and time) and the content of the inquiry. The response may include a means of response, a matter of response, and a method of response. The QA model may be a model that outputs information about a process corresponding to the inquiry. The model management unit 201A learns the response to the inquiry by machine learning. The model management unit 201A estimates the response to the inquiry based on the correspondence between the content of the inquiry and the response to the inquiry. The machine learning is a neural network, but is not limited to this. Since the response changes depending on the time of the inquiry and its content, there may be a certain correlation between the time of the inquiry, its content, and the response. Therefore, the combination of the time of the inquiry, its content, and the response may be managed in a chronological order. The model management unit 201A updates the QA model based on an update of the knowledge information. The model management unit 201A updates the QA model using the response history information. The model management unit 201A may request the response history information from the inquiry response unit 203A. In this case, the model management unit 201A may obtain answer history information from the inquiry response unit 203A. The model management unit 201A may update the QA model using the answer history information. The model management unit 201A may update the QA model based on user information.

[0193] The inquiry reception unit 202A receives an inquiry regarding a department from the user terminal 4A. The inquiry is an inquiry to at least one of the multiple departments. The inquiry to the at least one department includes an inquiry regarding information managed by one of the multiple departments. The inquiry to the at least one department may be an inquiry regarding information managed by the multiple departments. The inquiry includes inquiry content. The inquiry may include a user ID. The inquiry may include information regarding a means of providing a response desired by the user of the user terminal 4A. The user of the user terminal 4A is also referred to as the inquiry user.

[0194] The inquiry reception unit 202A identifies an answering entity that provides information corresponding to the inquiry based on the inquiry content and the knowledge information. The answering entity responds to the inquiry. The answering entity may indicate an institution, entity, person, etc. that should respond to the inquiry. The answering entity may indicate a department related to the inquiry. The answering entity may indicate a person in charge of a business related to the inquiry, a department, or a division. The answering entity may be a creator, administrator, or person in charge of knowledge information related to the inquiry. The answering entity may perform a response process. The answering entity may have a function of receiving an inquiry and outputting a response. The function may be realized by, for example, a chatbot, AI (Artificial Intelligence), a procedure, or a program.

[0195] The inquiry reception unit 202A identifies the user of the user terminal 4A based on, for example, a user ID. The inquiry reception unit 202A acquires user attribute information based on user information. The inquiry reception unit 202A acquires an activity history related to the user's inquiry based on the user information. The inquiry reception unit 202A acquires a QA model. The inquiry reception unit 202A determines the content of a provisional answer to the inquiry based on the knowledge information, the QA model, answer history information, and the user's activity history.

[0196] The inquiry receiving unit 202A may create inquiry detail information based on the inquiry content. The inquiry detail information is information indicating the content of the inquiry described in a certain format based on the inquiry content. The inquiry detail information may include information such as a user ID, an activity history related to the inquiry, an inquiry type, an inquiry content, and an answerer.

[0197] The inquiry reception unit 202A may request information required for creating the inquiry detailed information from the user terminal 4A. The information required for creating the inquiry detailed information includes information for specifying the inquiry content. For example, the inquiry reception unit 202A may output question information for specifying the inquiry content to the user terminal 4A of the inquiring user by a chatbot or the like. The question information for specifying the inquiry content is information indicating a question message. The inquiring user can input an answer to the question using an input device or the like. The answer to the question is information for specifying the inquiry content. The inquiry reception unit 202A acquires information for specifying the inquiry content from the user terminal 4A via the network 7A. The inquiry reception unit 202A specifies the inquiry content based on the information for specifying the inquiry content. The response support device 2A can specify the inquiry content specifically and in detail by interacting with the inquiring user. The response support device 2A can collect information for specifying the inquiry content as information for improving the accuracy of determining the response to the inquiry by interacting with the inquiring user. The information for specifying the inquiry content may be information necessary for searching for an answer to the inquiry. The information for specifying the inquiry content may be keywords, etc., necessary for searching for an answer to the inquiry. Questions for specifying the inquiry content are also referred to as additional questions. Additional questions include open-ended questions and multiple-choice questions. Multiple-choice questions include questions for confirming the inquiry content. Information for specifying the inquiry content is also referred to as additional information.

[0198] For example, if the inquiry is "I would like to predict the number of participants in a new campaign," the inquiry reception unit 202A may output a question regarding the content of the new campaign to the user terminal 4A of the inquiring user. The question for specifying the inquiry content may be, for example, "What kind of campaign is it?" The question for specifying the inquiry content may be a conversational message. The question for specifying the inquiry content may be information for acquiring keywords. The inquiry reception unit 202A acquires information regarding the type, period, overview, etc. of the new campaign through, for example, an additional question.

[0199] The inquiry response unit 203A responds according to the means of providing an answer to the inquiry. The inquiry response unit 203A determines the means of providing an answer and the answer contents based on the provisional answer contents determined by the inquiry reception unit 202A. The inquiry response unit 203A determines the means of providing an answer and the answer contents to the inquiry based on the QA model, the answer history information, and the user information. The inquiry response unit 203A may generate an answer item to the inquiry according to the means of providing an answer and the answer contents. The inquiry response unit 203A may further determine the answer contents to the inquiry based on the attribute information of the user of the user terminal 4A. The inquiry response unit 203A may determine the information accessible to the user based on the attribute information of the user, for example. The inquiry response unit 203A may determine the answer contents to the inquiry based on the information accessible to the user.

[0200] The answer providing means may be the same means as the inquiry means or may be a different means. Responding includes determining the content of the answer to the inquiry. Responding includes processing to generate an answer to the inquiry. Responding includes executing processing in response to the inquiry. Responding may include requesting processing in response to the inquiry. The answer content may include multiple independent processing by multiple answering entities. The answer content may include a combination of multiple processing by multiple answering entities. The combination of multiple processing by multiple answering entities includes processing spanning multiple answering entities. The answer providing means may be a combination of multiple answer providing means.

[0201] The inquiry handling unit 203A may generate multiple answer items for the inquiry depending on the means of providing the answer and the content of the answer.The inquiry handling unit 203A may execute multiple processes for the inquiry depending on the means of providing the answer and the content of the answer.The inquiry handling unit 203A may request multiple processes for the inquiry depending on the means of providing the answer and the content of the answer.

[0202] The response support device 2A receives inquiries regarding multiple departments from a user of the user terminal 4A, identifies multiple respondent entities to the inquiries based on the content of the inquiries regarding the multiple departments and knowledge information associated with the multiple departments, and responds according to the means of providing answers to the inquiries regarding the multiple departments.

[0203] According to this example, even when an inquiry that spans multiple departments is received rather than a one-question-one-answer system, the response support system 1A can execute multiple processes or dispatch or request processing to multiple answering entities, thereby unifying the contact point for inquiries from users and providing a seamless response. This allows the response support system 1A to streamline processing related to user inquiries. Furthermore, the response support system 1A can make it easier to determine the response processing by specifying the user's inquiry. Therefore, the response support system 1A can make processing related to user inquiries more efficient. The response support system 1A can perform more appropriate response processing for user inquiries.

[0204] (4) Operation of response support system 1A (4-1) Overall operation of response support system 1A Fig. 12 is a diagram for explaining an example of the overall operation of the response support system 1A according to the second embodiment. Fig. 12 is a diagram for explaining an example of the operation in which the response support device 2A and the user terminal 4A constituting the response support system 1A cooperate with each other.

[0205] The model management unit 201A acquires knowledge information stored in the storage unit 210A. The knowledge information may be information provided from multiple departments. The knowledge information is, for example, information provided in advance by managers of the knowledge information of the multiple departments. The model management unit 201A may update the knowledge information every time the knowledge information of the multiple departments is updated. The model management unit 201A may update the knowledge information periodically.

[0206] The model management unit 201A generates a QA model by machine learning or the like using the knowledge information. The model management unit 201A stores the QA model in the learned model storage unit 218. The model management unit 201A may generate a QA model by referring to the answer history information stored in the answer history information storage unit 216. The model management unit 201A may update the QA model by referring to the answer history information. The answer history information includes past answer history information. The past answer history information includes information on answers to inquiries that were handled before the inquiry currently being handled. The model management unit 201A may request current answer history information from the inquiry response unit 203A. The current answer history information includes information on answers to the inquiry currently being handled. The model management unit 201A may update the QA model based on the current answer history information acquired from the inquiry response unit 203A. The model management unit 201A may update the QA model at a predetermined timing. The predetermined timing may be timing based on a certain time interval such as every day or every week.

[0207] The inquiry reception unit 202A receives an inquiry from the user terminal 4A. The inquiry reception unit 202A may perform authentication processing based on a user ID. The authentication processing may include user authentication of the user terminal 4A. The authentication processing may determine whether or not access to knowledge information of multiple departments is permitted. The authentication processing may determine access restrictions for each user to the knowledge information of multiple departments. The inquiry reception unit 202A may determine whether or not access to the knowledge information is restricted based on attribute information of the user. The inquiry reception unit 202A may obtain the user ID together with the inquiry or separately.

[0208] The inquiry receiving unit 202A refers to the knowledge information, the QA model, the answer history information, and the user information to determine the content of a provisional answer to the inquiry. For example, the inquiry receiving unit 202A refers to the knowledge information to identify the answering entity corresponding to the inquiry.

[0209] The inquiry receiving unit 202A determines a means for providing an answer based on knowledge information linked to the answering subject.

[0210] The inquiry receiving unit 202A determines the content of a provisional answer to the inquiry based on the QA model. The inquiry receiving unit 202A may determine the content of a provisional answer based on other information.

[0211] The inquiry receiving unit 202A may determine the provisional answer content based on the answer history information. The answer history information may include, for example, past answer history information that is not reflected in the QA model. The answer history information may include the most recent answer history information that is not reflected in the QA model. The inquiry receiving unit 202A may determine the provisional answer content to the inquiry content based on the answer history information by referring to answer history information related to the inquiry content.

[0212] The inquiry reception unit 202A may determine the provisional answer content based on the user information. The inquiry reception unit 202A identifies the inquiring user based on the user ID. The inquiry reception unit 202A acquires user information linked to the identified inquiring user. The inquiry reception unit 202A acquires, for example, a past inquiry history and an inquiry content from the usage history and the activity history. The inquiry reception unit 202A may determine the provisional answer content based on information on the inquiring user's past inquiries, such as the inquiry history and the inquiry content. The inquiry reception unit 202A may determine, for example, whether the inquiring user has made an inquiry in the past, whether the inquiry content is the same as a past inquiry, and the like. The inquiry reception unit 202A may determine the provisional answer content based on the answer content of the past inquiry. The inquiry reception unit 202A may determine the provisional answer content based on whether the inquiring user is satisfied with the answer content of the past inquiry. The inquiry reception unit 202A may determine the means of providing the answer based on the inquiry history and the inquiry content.

[0213] The inquiry reception unit 202A may determine the provisional answer content based on the attribute information of the inquiring user. The inquiry reception unit 202A may narrow down the inquiry content based on, for example, the department to which the inquiring user belongs, or the business, etc. The inquiry reception unit 202A may determine the access restriction to the knowledge information based on the attribute information of the inquiring user. The inquiry reception unit 202A may determine the provisional answer content based only on the knowledge information to which the inquiring user has the access right. For example, the inquiry reception unit 202A may determine the presence or absence of the access right to the knowledge information based on the attribute information of the inquiring user. For example, the inquiry reception unit 202A may determine the accessible knowledge information based on the department to which the inquiring user belongs, or the employment type, etc. According to this example, the response support device 2 can limit the access to the knowledge information based on the attribute information of the inquiring user, and increase the security level of the knowledge information in the inquiry response process.

[0214] The inquiry receiving unit 202A may refer to the answer history information and determine the provisional answer content based on the attribute information of the inquiring user. For example, if the inquiring user is a "sales department member," the inquiry receiving unit 202A may refer to information linked to "sales department member" in the answer history information and determine the provisional answer content.

[0215] The inquiry reception unit 202A may determine the relevance of the inquiry to the business of the inquiring user based on the attribute information. The inquiry reception unit 202A may determine whether the inquiry is necessary for business based on information about the inquiring user's past inquiries, attribute information, etc. For example, the inquiry reception unit 202A may restrict access to knowledge information when the inquiring user inquires about a matter that is less relevant to the business. According to this example, the response support device 2 can increase the security level of knowledge information in the inquiry response process.

[0216] The inquiry reception unit 202A stores the usage history in the user information storage unit 217 based on the inquiry content, etc. The inquiry reception unit 202A stores the inquiry history related to the current inquiry as the usage history. The inquiry reception unit 202A stores the inquiry history in the user information storage unit 217. The inquiry history may include information such as the inquiry date and time, the means of the inquiry, the inquiry content, and the means of providing the answer. The user information storage unit 217 updates the user information.

[0217] The inquiry response unit 203A acquires a provisional answer content from the inquiry receiving unit 202A. The inquiry response unit 203A determines the answer content to the inquiry based on the provisional answer content. The inquiry response unit 203A may determine the means of providing the answer to the inquiry and the answer content. The inquiry response unit 203A determines the answer content to the inquiry based on at least one of the QA model, answer history information, and user information, or a combination of these.

[0218] The inquiry response unit 203A acquires a QA model. The inquiry response unit 203A acquires answer history information. The inquiry response unit 203A acquires user information. The inquiry response unit 203A determines the content of an answer to an inquiry based on the QA model.

[0219] The inquiry handling unit 203A may determine the content of the reply based on the reply history information. The inquiry handling unit 203A refers to reply history information related to the inquiry content based on the reply history information, and determines the content of the reply to the inquiry content.

[0220] The inquiry response unit 203A may determine the answer content based on the user information. The inquiry response unit 203A acquires past inquiry history and inquiry content from the usage history and activity history. The inquiry response unit 203A may determine the answer content based on the inquiry history, inquiry content, etc. The inquiry response unit 203A may determine the answer content based on the processing result. For example, the inquiry response unit 203A may determine the answer content based on whether or not the user is satisfied with the answer content to a past inquiry. The inquiry response unit 203A may determine the means of providing the answer based on the inquiry history and inquiry content.

[0221] The inquiry response unit 203A may determine the answer contents based on the attribute information of the user. For example, the inquiry response unit 203A may determine the answer contents by referring to the answer history information based on the attribute information of the user. For example, if the user is "belonging to the sales department", the answer contents may be determined by referring to the information linked to "belonging to the sales department" among the answer history information. For example, the inquiry response unit 203A may determine the answer contents based on the satisfaction level of the answer contents of other users linked to "belonging to the sales department" to similar inquiries in the past. For example, the inquiry response unit 203A may change the answer contents according to the satisfaction level of the answer contents. For example, when the satisfaction level of the answer contents indicating dispatch is low, the inquiry response unit 203A may change the answer contents this time from dispatch to automatic processing.

[0222] The inquiry response unit 203A responds according to the means of providing an answer to the inquiry based on the content of the answer. The inquiry response unit 203A performs, for example, a process of generating an answer item to the inquiry. The process of generating an answer item includes an automatic response and dispatch. The inquiry response unit 203A generates, for example, information indicating the answer item. The information indicating the answer item includes, for example, a text message indicating an example answer.

[0223] A case where the process of generating the answer item is an automatic response will be described. The inquiry response unit 203A generates a text message indicating the answer item. When the means of providing the answer is chat, the inquiry response unit 203A may instruct the inquiry reception unit 202A to start a chat application and send a chat message including a text message to the account of the inquiring user. When the means of providing the answer is email, the inquiry response unit 203A may instruct the inquiry reception unit 202A to generate an email including a text message and start a mailer or the like to send the email to the email address of the inquiring user. For example, the inquiry response unit 203A may attach information related to the answer to the email and send it to the email address of the inquiring user. The automatic response may be a process by the inquiry response unit 203A or may be a process via the inquiry reception unit 202A. Note that the means of providing the answer is not limited to the above. The inquiry response unit 203A performs automation according to the means of providing the answer.

[0224] A case where the process of generating a reply item is dispatch will be described. The inquiry response unit 203A identifies a replying entity to be dispatched. The inquiry response unit 203A may transmit information including a text message indicating the reply item to the user terminal 4A of the dispatch destination. The inquiry response unit 203A may transmit the contents of the inquiry, etc. to the user terminal 4A of the dispatch destination. The user who receives the dispatch request responds to the inquiry based on the text message.

[0225] The inquiry response unit 203A may, for example, request the other user terminal 4A to perform processing in response to the inquiry. The inquiry response unit 203A may transmit an instruction to the other user terminal 4A to perform the processing.

[0226] The inquiry response unit 203A provides the response result to the inquiry to the inquiry reception unit 202A. The response result includes information such as the inquiry content, the response content, and the processing result. The inquiry reception unit 202A may provide the response result to the user terminal 4A. The inquiry response unit 203A saves the response content to the inquiry and the processing result in the response history information storage unit 216. The response history information storage unit 216 updates the answer history information. The answer content and the processing result correspond to the current answer history information. The inquiry response unit 203A saves the response content to the inquiry and the processing result in the user information storage unit 217. The user information storage unit 217 updates the user information. The answer content and the processing result correspond to the current activity history. The current activity history is information linked to the usage history indicating the inquiry history related to the current inquiry.

[0227] According to this example, the response support system 1A can accept inquiries about any of the multiple departments. Therefore, the user can consistently make inquiries to the response support device 2A regardless of the inquiry about any of the multiple departments. The response support system 1A can process inquiries about multiple departments in an integrated manner. The response support system 1A can accept inquiries through any of the multiple inquiry means. Therefore, the user can make inquiries to the response support device 2A using any of the multiple inquiry means. The response support system 1A can process inquiries via the multiple inquiry means in an integrated manner. The response support system 1A can provide answers through any of the multiple answering means. Therefore, the user can receive answers through any of the multiple answering means. The response support system 1A can process the provision of answers via the multiple answering means in an integrated manner. This allows the response support system 1A to make the process related to inquiries more efficient.

[0228] In addition, the customer service support system 1A can determine the content of the response based on a trained model that uses knowledge information about multiple departments and response history information about multiple users. Therefore, the customer service support system 1A can easily determine the optimal response content for each inquiry. This allows the customer service support system 1A to improve the efficiency of processing related to inquiries.

[0229] Furthermore, the customer service support system 1A can determine the most suitable reply content for each inquiring user based on the user information. This allows the customer service support system 1A to improve the efficiency of the process related to the inquiry. The customer service support system 1A can support a user-friendly inquiry response operation.

[0230] (4-2) Operation of the Model Management Unit 201A 13 is a diagram for explaining an example of the operation of the model management unit 201A in the response support device 2A according to the second embodiment. The model management unit 201A includes a knowledge information management unit 2013 and a model generation unit 2014 as functional components.

[0231] The knowledge information management unit 2013 acquires knowledge information from the storage unit 210A. The knowledge information is, for example, information created or managed by each of a plurality of departments. In this example, the departments are departments belonging to a company. The plurality of departments are, for example, a human resources department, a sales department, an information systems department, and the like. The knowledge information is managed for each department, but may also be managed, for example, by project including information created by a plurality of departments.

[0232] The knowledge information management unit 2013 stores the knowledge information in the knowledge information storage unit 215. For example, the knowledge information management unit 2013 stores the knowledge information for each of a plurality of departments in the knowledge information storage unit 215. The knowledge information management unit 2013 may update the knowledge information every time it acquires knowledge information from managers of the plurality of departments. The knowledge information management unit 2013 may update the knowledge information based on acquiring an update request from a user terminal of the managers of the plurality of departments. The knowledge information management unit 2013 may output an update notification indicating that the knowledge information has been updated to the model generation unit 2014.

[0233] The model generation unit 2014 generates a QA model by machine learning or the like using the knowledge information stored in the knowledge information storage unit 215. The model generation unit 2014 may acquire knowledge information from the knowledge information storage unit 215 based on acquiring an update notification from the knowledge information management unit 2013. According to this example, the model generation unit 2014 can generate a QA model for extracting an inquiry response according to information set by each of a plurality of departments. Therefore, the response support device 2A can accept an inquiry by a desired means of each department and respond by the desired means, for example.

[0234] The model generation unit 2014 may update the QA model by machine learning or the like using the updated knowledge information. The model generation unit 2014 stores the generated QA model in the trained model storage unit 218. The model generation unit 2014 stores the updated QA model in the trained model storage unit 218. For example, when a desired answering means is changed by a knowledge information manager in the human resources department, the model generation unit 2014 can update the QA model based on information on the changed answering means.

[0235] The model generation unit 2014 may generate a QA model by machine learning or the like using the answer history information stored in the answer history information storage unit 216. The model generation unit 2014 may update the QA model by referring to the answer history information. The model generation unit 2014 may update the QA model stored in the trained model storage unit 218 every time the QA model is updated. The model generation unit 2014 may obtain answer history information at predetermined intervals and update the QA model. According to this example, the model generation unit 2014 can periodically correct the statistical QA model.

[0236] The model generation unit 2014 may request the current answer history information from the inquiry response unit 203A. The model generation unit 2014 may update the QA model based on the current answer history information acquired from the inquiry response unit 203A. The model generation unit 2014 may update the QA model based on a part or all of the current answer history information. The model generation unit 2014 may update the QA model stored in the trained model storage unit 218 every time the QA model is updated. For example, a case where the current inquiry is about a personnel-related application will be described. The model generation unit 2014 can generate a QA model that reflects information such as the answer content and processing result for the inquiry about the personnel-related application based on the current answer history information.

[0237] The model generation unit 2014 may update the QA model at a predetermined timing. The predetermined timing may be a timing based on a certain time interval such as every day or every week. The model generation unit 2014 may update the QA model in real time.

[0238] (4-3) Operation of the inquiry reception unit 202A 14 is a diagram for explaining an example of the operation of the inquiry receiving unit 202A in the response support device 2A according to the second embodiment. The inquiry receiving unit 202A includes a receiving unit 2023 and a response guide generating unit 2024 as functional components.

[0239] The reception unit 2023 receives an inquiry from the user terminal 4A. The reception unit 2023 acquires user information of the user of the user terminal 4A from the user information storage unit 217 based on the user ID. The reception unit 2023 may perform user authentication of the user terminal 4A based on the user ID. The user of the user terminal 4A is an example of an inquiring user. In this example, the inquiring user is assumed to be a user who has a user ID. The inquiring user is assumed to have made an inquiry about a new campaign. The inquiring user is assumed to have made an inquiry via chat. The inquiring user is assumed to prefer chat as a means of providing an answer.

[0240] The reception unit 2023 refers to user information based on the user ID and identifies the inquiring user. The reception unit 2023 may identify which of multiple departments the inquiry is related to from the inquiry content. The reception unit 2023 may refer to the usage history and activity history of the inquiring user to acquire past inquiry history related to the department related to the current inquiry. The reception unit 2023 may acquire information on the means of providing answers to the inquiring user's past inquiries. The reception unit 2023 may acquire information on the degree of satisfaction with answers to past inquiries. The reception unit 2023 may determine the contents of the inquiry, the means of providing answers, etc. based on the acquired information.

[0241] For example, a case will be described in which inquiring user XA inquires about the expected number of participants in a new campaign. The inquiry about the new campaign is assumed to be an inquiry about the sales department. Inquiring user XA has a history of making inquiries about the sales department in the past. Inquiring user XA has received answers to his past inquiries via chat, and is highly satisfied with the answers. In this case, the reception unit 2023 determines that the content of the inquiry from the inquiring user XA is "the expected number of participants in a new campaign" and that the means for providing a response to this inquiry is "chat."

[0242] The reception unit 2023 acquires knowledge information from the knowledge information storage unit 215. The reception unit 2023 identifies a department that responds to the current inquiry based on the content of the inquiry. The department that responds to the current inquiry is an example of a response entity. In this example, the reception unit 2023 identifies the sales department as the response entity. The response entity may be an administrator that manages the knowledge information of the sales department. The response entity may be a program that processes the workflow in the sales department. The reception unit 2023 may, for example, refer to knowledge information linked to the sales department. The reception unit 2023 may further narrow down the response entities by referring to the knowledge information linked to the sales department. For example, the reception unit 2023 may identify a department in charge of planning a campaign as the response entity.

[0243] The reception unit 2023 may output a message or the like requesting the user to provide additional information to the user terminal 4A. In the following description, the message may include a text message, a voice message, or the like. For example, when the answering entity cannot be identified from the inquiry, the reception unit 2023 may output a message or the like requesting the user to provide additional information to acquire information from the inquiring user that can identify the answering entity to the user terminal 4A. When the reception unit 2023 cannot identify a means of providing an answer to the current inquiry, the reception unit 2023 may output a message or the like requesting the user to provide additional information to acquire information from the inquiring user that can identify a means of providing an answer to the current inquiry. The reception unit 2023 may output a question to specify the content of the inquiry to the user terminal 4A. For example, the reception unit 2023 may output a message or the like indicating a question to acquire detailed information about a new campaign to the user terminal 4A. The reception unit 2023 may output a message such as, for example, "What kind of campaign is this?" to the user terminal 4A. The reception unit 2023 acquires an answer to the question from the user terminal 4A. For example, the reception unit 2023 acquires from the user terminal 4A an answer such as "50 people will be selected by lottery to receive points for every purchase of XXX yen or more." The reception unit 2023 narrows down the inquiry content based on the answer acquired from the user terminal 4A. The reception unit 2023 may output different questions to the user terminal 4A multiple times until necessary information for responding to the inquiry is obtained.

[0244] The receiving unit 2023 creates detailed inquiry information based on the inquiry and the above-mentioned processing results. The detailed inquiry information may include, for example, information on the inquiring user, the inquiry content, the means of the inquiry, and the means of providing a response to the inquiry.

[0245] The reception unit 2023 may store a usage history in the user information storage unit 217 based on the inquiry detailed information. The usage history may include, for example, the inquiry date and time, the means of inquiry, the inquiry content, the means of providing an answer, etc. In this example, the reception unit 2023 stores in the user information storage unit 217, as the usage history of the inquiring user XA, "inquiry means: chat", "inquiry content: expected number of participants in new campaign, 50 people will be given points by lottery for every purchase of XXX yen or more", "answer providing means: chat", etc.

[0246] The response guide generating unit 2024 generates a response guide based on the inquiry detailed information generated by the receiving unit 2023. The response guide is information indicating a response flow for an inquiry, etc. The response guide corresponds to a provisional reply.

[0247] The response method generating unit 2024 acquires knowledge information from the knowledge information storage unit 215. The response method generating unit 2024 may refer to the knowledge information and determine whether or not the answering entity can accept an inquiry by the current inquiry means. The response method generating unit 2024 may switch the inquiry channel based on the determination result. The inquiry channel is, for example, an example of an inquiry means. The inquiry channel is also called an inquiry interface. The channel is also called a communication channel. If the answering entity can accept an inquiry by the current inquiry means, the response method generating unit 2024 may accept the inquiry without switching the inquiry channel. If the answering entity cannot accept an inquiry by the current inquiry means, the response method generating unit 2024 may switch the inquiry channel. The response method generating unit 2024 may determine whether or not the inquiry by the current inquiry means can be accepted according to the inquiry content. For example, the response method generating unit 2024 may determine whether an inquiry regarding the new campaign can be accepted by chat. If an inquiry regarding the new campaign can be accepted by chat, the response method generating unit 2024 may accept the inquiry by chat. If the means of the inquiry is different from the means of inquiry that the answering entity can accept, the response method generating unit 2024 may convert the means of the inquiry into the means of inquiry that the answering entity can accept. For example, if an inquiry regarding the new campaign can be accepted only by email, the response method generating unit 2024 may convert an inquiry by chat into an inquiry by email. In this case, the response method generating unit 2024 may, for example, obtain text data from the inquiry by chat, create an email including the text data, and output it to the answering entity. Note that the accepting entity that accepts the inquiry and the answering entity may be the same entity or different entities.

[0248] The response support device 2A receives an inquiry about at least one of the multiple departments, identifies an entity that responds to the inquiry based on the content of the inquiry and knowledge information associated with the multiple departments, and determines an inquiry means acceptable to the answering entity. The response support device 2A converts the inquiry means according to the answering entity. For example, when the inquiry means is different from the inquiry means acceptable to the answering entity, the response support device 2A converts the inquiry means into an inquiry means acceptable to the answering entity.

[0249] According to this example, the customer service support system 1A can change the inquiry means used when accepting an inquiry depending on the respondent. This allows the customer service support system 1A to provide flexibility to the customer service desk for inquiries. In this way, the customer service support system 1A can make the process of inquiries more efficient.

[0250] If the respondent is unable to accept an inquiry by the current inquiry means, the response method generating unit 2024 may output a message indicating that the inquiry cannot be accepted by the current inquiry means to the user terminal 4A. If the respondent is unable to accept an inquiry by the current inquiry means, the response method generating unit 2024 may output a message encouraging the user terminal 4A to make an inquiry by another means to the user terminal 4A.

[0251] The response method generating unit 2024 may refer to the knowledge information and determine whether the answering entity can provide an answer to the current inquiry by an answer providing means. The response method generating unit 2024 may switch the answer channel based on the determination result. The answer channel is, for example, an example of an answer providing means. The answer channel is also called an answer interface. The response method generating unit 2024 may provide an answer on the same channel as the inquiry channel when the answering entity can provide an answer to the current inquiry by an answer providing means. The response method generating unit 2024 may switch the answer channel when the answering entity cannot provide an answer to the current inquiry by an answer providing means. For example, the response method generating unit 2024 may determine whether an answer to an inquiry about a new campaign can be provided by chat. The response method generating unit 2024 may provide an answer to an inquiry about a new campaign by chat when an answer to an inquiry by chat can be provided. When only an answer by e-mail can be provided to an inquiry about a new campaign, the response guideline generating unit 2024 may convert the answer channel to an answer channel by e-mail (character string). For example, when the answer to the inquiry is to provide materials, the response guideline generating unit 2024 may change the answer channel to e-mail in order to provide an answer by e-mail with the materials attached. For example, when the inquiry is about childcare leave, the response guideline generating unit 2024 may change the answer channel to e-mail in order to provide an answer by e-mail with materials such as work regulations regarding childcare leave attached.

[0252] When the means by which the answer is provided by the answering subject is different from the means by which the user desires to provide the answer, the response method generating unit 2024 may convert the means by which the answer is provided into the means by which the user desires to provide the answer. For example, when the means by which the answering subject provides the answer is chat and the means by which the user desires to provide the answer is email, the response method generating unit 2024 converts the content of the answer received from the answering subject via chat into a format that can be sent by email. The response method generating unit 2024 provides the user with the answer converted into the email format. The response method generating unit 2024 converts the means by which the answer is provided depending on the user. The response method generating unit 2024 may acquire the means by which the user desires to provide the answer based on, for example, user information, inquiry content, inquiry detail information, etc.

[0253] The response support device 2A receives an inquiry for at least one of the multiple departments, identifies an entity that answers the inquiry based on the content of the inquiry and knowledge information associated with the multiple departments, and determines a means of providing an answer that can be provided by the answering entity. The response support device 2A converts the means of providing an answer according to the means of providing an answer desired by the user. For example, when the means of providing an answer by the answering entity is different from the means of providing an answer desired by the user, the response support device 2A converts the means of providing an answer to the means of providing an answer desired by the user.

[0254] According to this example, the customer service support system 1A can convert the means of providing an answer to an inquiry according to the means of providing an answer desired by the user. This allows the customer service support system 1A to provide flexibility to the customer service desk for inquiries. The customer service support system 1A can use a means different from the inquiry means as the means of providing an answer. In this way, the customer service support system 1A can make the processing related to inquiries more efficient.

[0255] If the answering subject is unable to provide an answer to the current inquiry by the answer providing means, the response method generating unit 2024 may output a message or the like indicating that the answer cannot be provided by the answer providing means to the user terminal 4A. If the answering subject is unable to provide an answer to the current inquiry by the answer providing means, the response method generating unit 2024 may output a message or the like proposing to provide an answer by another means to the user terminal 4A.

[0256] The response method generating unit 2024 refers to the knowledge information and identifies the response method designated by the respondent. The response method generating unit 2024 may determine the response method based on the content of the response. The response method generating unit 2024 determines which method, such as automatic response, automatic processing, or dispatch, should be used to respond.

[0257] The response guideline generation unit 2024 acquires the QA model from the trained model storage unit 218. The response guideline generation unit 2024 determines a provisional response to the current inquiry based on the QA model. The response guideline generation unit 2024 may determine a provisional response to the current inquiry. For example, the response guideline generation unit 2024 may determine a provisional response to the current inquiry, "The expected number of participants in the new campaign, 50 people will be given points by lottery for every purchase of XXX yen or more," as the response method, "chat," "response item, "Based on the number of participants in past similar campaigns, it is expected that 5,000 people will participate," and "automatic response."

[0258] The response method generating unit 2024 acquires the answer history information from the answer history information storage unit 216. The response method generating unit 2024 refers to the answer history information and determines the provisional answer content for the current inquiry. The response method generating unit 2024 may change the provisional answer content determined based on the QA model based on the answer history information.

[0259] The response procedure generating unit 2024 may change the provisional response content by referring to accessible knowledge information based on the attribute information of the inquiring user XA. For example, if the inquiring user XA has access restrictions to the knowledge information of the sales department, the provisional response content may be changed so that the response content is based only on accessible information.

[0260] The response procedure generating unit 2024 may assemble an appropriate flow (procedure) when the response content spans multiple departments and requires a combination of multiple processes. The response procedure includes the generation or assembly of a listed content, flow (procedure). For example, the response procedure includes the assembly of details of the procedure required to respond to the inquiry content.

[0261] When a response to an inquiry includes multiple processes, the response procedure generation unit 2024 may define the multiple processes and determine executable procedures (e.g., the processing procedure, or the content of the processing, the department that will perform the processing, the system settings that will perform the processing, etc.).

[0262] The response method generating unit 2024 responds to the inquiry based on at least one of the knowledge information, the QA model, and the answer history information. When the response to the inquiry includes multiple processes, the response method generating unit 2024 determines the multiple processes. The response method generating unit 2024 may determine the procedure of the multiple processes, the contents of the multiple processes, and the answering subject corresponding to the multiple processes.

[0263] According to this example, when various interactions are required to return an answer to an inquiry to the user terminal 4A and it is difficult to answer in one go, the customer service support system 1A can define the content of the processing required to obtain the answer (e.g., dispatch, automatic processing, etc.) and determine executable arrangements (e.g., the processing procedure, or the content of the processing, the department that will perform the processing, the system settings that will perform the processing, etc.). This allows the user of the user terminal 4A to request all the necessary procedures in one go with a single question. This allows the customer service support system 1A to make inquiry-related processing more efficient. Furthermore, the customer service support system 1A can increase user satisfaction with responses to inquiries.

[0264] The response procedure generating section 2024 outputs the inquiry detailed information and information indicating the provisional response content to the inquiry handling section 203A.

[0265] The response method generating unit 2024 acquires the response result from the inquiry response unit 203A. The response result includes information such as the inquiry content, the response content, and the processing result. The response method generating unit 2024 outputs the response result to the receiving unit 2023. The receiving unit 2023 may output the response result to the user terminal 4A.

[0266] According to this example, the response support device 2A can determine the inquiry detail information and the provisional answer content based on a trained model using knowledge information on multiple departments and answer history information on multiple users. Therefore, the response support device 2A can support the provision of an optimal answer to each inquiry. In addition, the response support device 2A can support the provision of an optimal answer for each user to each inquiry. This allows the response support device 2A to make the process related to the inquiry more efficient.

[0267] (4-4) Operation of the Inquiry Response Unit 203A 15 is a diagram for explaining an example of the operation of the inquiry response unit 203A in the response support device 2A according to the second embodiment. The inquiry response unit 203A includes a response management unit 2033 and a history management unit 2034 as functional components.

[0268] The response management unit 2033 acquires the detailed response information and information indicating the provisional answer from the inquiry receiving unit 202A. The response management unit 2033 responds to the inquiry based on the provisional answer. The response management unit 2033 responds according to the means of providing the answer to the inquiry.

[0269] The response management unit 2033 acquires the QA model from the learned model storage unit 218. The response management unit 2033 determines the content of the response to the current inquiry based on the QA model.

[0270] The response management unit 2033 acquires the answer history information from the answer history information storage unit 216. The response management unit 2033 determines the answer content to the current inquiry based on the answer history information. The response management unit 2033 may determine the answer content based on the QA model and the answer history information. According to this example, the response management unit 2033 can determine the answer content by referring to past history information, etc. that is not included in the QA model that may be periodically updated. The response management unit 2033 can determine the answer content by referring to most recent history information, etc. that is not included in the QA model.

[0271] The response management unit 2033 acquires user information from the user information storage unit 217. The response management unit 2033 determines the content of the response to the current inquiry based on the user information of the inquiring user. The response management unit 2033 may determine the content of the response by referring to the past activity history information of the inquiring user. The response management unit 2033 may determine the content of the response based on the QA model, the response history information, and the user information. According to this example, the response management unit 2033 can determine the optimal content of the response for the inquiring user based on the information on the inquiring user. For example, when the inquiring user has made a similar inquiry in the past, the response management unit 2033 may determine the content of the response based on information such as the past response content, the processing result, and the like.

[0272] For example, the response management unit 2033 will be described as to a case where an inquiring user has previously made an inquiry about a new campaign, similar to the current inquiry. Based on information such as the previous response content and processing result, the response management unit 2033 may determine that the current inquiry should have the same response content as the previous inquiry if the satisfaction level with the previous response is high. If the satisfaction level with the previous response is low, the response management unit 2033 may determine that the current inquiry should have a different response content from the previous response. According to this example, the response management unit 2033 can provide a more appropriate response to the user by updating the response content according to the satisfaction level.

[0273] The response management unit 2033 may determine the answer content based on the attribute information of the user. For example, the response management unit 2033 may determine the access restriction for the knowledge information based on the attribute information of the inquiring user included in the user information. The response management unit 2033 may determine the answer content by referring to only the information accessible to the inquiring user. According to this example, the response management unit 2033 can determine the answer content by using the information in the organization according to the access restriction. Therefore, the response management unit 2033 can handle the inquiry while considering the information security in the organization. The response management unit 2033 can make the process related to the inquiry more efficient while considering the information security.

[0274] The response management unit 2033 responds according to the means of providing a response to the inquiry based on the determined response content. In one example, the response management unit 2033 performs a process of generating a response content to the inquiry. The process of generating the response content includes an automatic response, dispatch, and the like.

[0275] When the response management unit 2033 completes the response process, it outputs the response result to the inquiry reception unit 202A. The inquiry reception unit 202A may output the response result to the user terminal 4A. When an automatic response is made, the response management unit 2033 outputs the response result including information indicating the content of the response to the inquiry reception unit 202A. The response management unit 2033 may output a completion notification indicating completion of the response to the inquiry reception unit 202A. The response management unit 2033 outputs the response result to the history management unit 2034. The response management unit 2033 may output a completion notification to the history management unit 2034.

[0276] A case where the answer method is an automatic response will be described. For example, a case where the inquiry of the inquiring user XA is "I want to predict the number of participants in a new campaign" will be described. The response support device 2 receives an inquiry by chat from the user terminal 4A. The response management unit 2033 determines to perform an automatic response to the current inquiry based on the inquiry detailed information acquired from the inquiry reception unit 202A and the provisional answer content. For example, the response management unit 2033 determines that "5000 people are expected based on the number of participants in a similar campaign in the past" as the answer to the inquiry. The response management unit 2033 may create a message indicating the answer. A case where the means of providing the answer desired by the inquiring user XA is chat and the answering subject is capable of automatic response by chat will be described. The response management unit 2033 outputs an instruction to the inquiry reception unit 202A to send a message indicating the answer content by chat. The inquiry reception unit 202A sends a message indicating the answer content to the inquiring user XA by chat. When the response management unit 2033 determines that materials from a similar past campaign should be sent by email as a response to the inquiry, the response management unit 2033 outputs an instruction to the inquiry reception unit 202A to send a message indicating the response by email. The inquiry reception unit 202A starts a mailer or the like, and sends an email with the materials attached to the email address of the inquiring user. The response management unit 2033 outputs the result of the automatic response to the inquiry reception unit 202A as a response result.

[0277] A case where the answering method is automatic processing will be described. For example, a case where the inquiry of the inquiring user XB is "I want to apply for travel expenses" will be described. The response support device 2 receives an inquiry by chat from the user terminal 4A. The response management unit 2033 determines to perform automatic processing for the current inquiry based on the inquiry detailed information and the provisional answer content acquired from the inquiry reception unit 202A. For example, the response management unit 2033 determines to perform an application workflow for travel expenses as an answer to the inquiry. The response management unit 2033 may create a message indicating that the application workflow for travel expenses will be performed, and send the created message to the inquiring user XB by chat. When information required for executing the workflow is insufficient, the response management unit 2033 may request the user XB for the necessary information via the inquiry reception unit 202A. Note that the response management unit 2033 may send link information or the like that allows access to a page for performing the application workflow for travel expenses to the inquiring user XB by chat. The response management unit 2033 outputs the result of the automatic processing to the inquiry reception unit 202A as a response result.

[0278] A case where the answering method is dispatch will be described. For example, a case where the inquiry of the inquiry user XC is "I want to consult with a human resources person" will be described. The response support device 2 receives an inquiry by chat from the user terminal 4A. The response management unit 2033 determines to dispatch the current inquiry based on the inquiry detailed information acquired from the inquiry reception unit 202A and the provisional answer content. For example, the response management unit 2033 may determine to dispatch when an automatic response or automatic processing cannot be performed as an answer to the inquiry. The response management unit 2033 may determine to dispatch when it is determined that it is appropriate to request an answering entity as an answer to the inquiry. The response management unit 2033 determines that the answering entity is a human resources person and requests the human resources person to answer. For example, the response management unit 2033 may create a message requesting a human resources person to handle the inquiry. The response management unit 2033 may transmit the created message to the user terminal 4A of the human resources person. The correspondence management unit 2033 may request an external system or the like to respond to the inquiry and perform processing in response to the inquiry.

[0279] The history management unit 2034 updates the history information based on the response result. For example, the history management unit 2034 stores the activity history related to the current inquiry in the user information storage unit 217 based on the response result. The history management unit 2034 stores the activity history related to the current inquiry in association with the usage history related to the current inquiry. The activity history may include, for example, the respondent, the content of the response, the response result, etc.

[0280] The history management unit 2034 stores the response history for the current inquiry in the response history information storage unit 216, for example, based on the response result. The response history may include the inquiry date and time, the means of inquiry, the inquiry content, the means of providing the response, the respondent, the response content, the response result, etc. The history management unit 2034 may update the response history information every time it obtains the response result.

[0281] The history management unit 2034 outputs the answer history regarding the current inquiry to the model management unit 201A based on, for example, the response result. The history management unit 2034 may output the answer history regarding the current inquiry to the model management unit 201A based on a response history request from the model management unit 201A. The model management unit 201A may update the QA model based on the answer history regarding the current inquiry.

[0282] According to this example, the response support device 2A can determine the answer content based on a learned model using knowledge information on multiple departments and answer history information on multiple users. The response support device 2A can further determine the optimal answer content based on the provisional answer content. Therefore, the response support device 2A can support the provision of the optimal answer for each inquiry. In addition, the response support device 2A can support the provision of the optimal answer for each user for each inquiry. This allows the response support device 2A to improve the efficiency of processing related to inquiries. When the answer content spans multiple departments and requires a combination of multiple processes, the response support device 2A can assemble an appropriate flow (procedure). This allows the response support device 2A to efficiently process answer content consisting of a combination of multiple processes.

[0283] (4-5) Processing procedure of response support system 1A An example of a processing procedure performed by the response support system 1A will be described. FIG. 16 is a sequence diagram for explaining an example of the overall operation of the response support system 1A.

[0284] In the following description mainly focusing on the response support device 2A, the response support device 2A may be read as the response processing unit 200A. In the following description mainly focusing on the user terminal 4A, the user terminal 4A may be read as a management device for the user terminal 4A.

[0285] Note that the process steps described below are merely examples, and each process may be modified as much as possible. In addition, steps may be omitted, replaced, or added as appropriate for the process steps described below depending on the embodiment.

[0286] In the following process, it is assumed that the user of the user terminal 4A has launched an internal inquiry response application and logged in. In the following process, an example will be described in which the user of the user terminal 4A uses a chat function on the inquiry response application to make an inquiry about the sales department.

[0287] The user terminal 4A outputs an inquiry to the response support device 2A (step S101). The inquiry includes input information input using a chat function. The input information may include the inquiry content, a means for providing an answer, and the like. The means for providing an answer may be set to chat in advance. The user terminal 4A may output the user ID of the user of the user terminal 4A to the response support device 2A.

[0288] The response support device 2A receives an inquiry (step S111). In step S111, for example, the response support device 2A identifies the user of the user terminal 4A based on the user ID. The response support device 2A may identify the user of the user terminal 4A based on login information. The response support device 2A acquires information related to the content of the inquiry and the means of providing a response.

[0289] The response support device 2A determines the content of the response (step S112). In step S112, for example, the response support device 2A refers to at least one of the knowledge information, the QA model, the response history information, and the user information, or a combination of these, to determine the content of the response to the inquiry.

[0290] For example, the response support device 2A identifies a responding entity to an inquiry. In this example, the response support device 2A identifies the sales department as the responding entity. The responding entity may span multiple departments. The response support device 2A determines whether the responding entity can accept an inquiry by an inquiry means. The response support device 2A determines whether an inquiry by chat can be accepted as an inquiry to the sales department. The response support device 2A may determine whether an inquiry by chat can be accepted based on the inquiry content. The response support device 2A determines whether a means of providing an answer corresponding to an inquiry desired by a user is applicable. The response support device 2A determines whether a response by chat can be provided to an inquiry to the sales department, for example. The response support device 2A may output a message or the like to the user terminal 4A when a means of providing an answer desired by the user is not applicable.

[0291] For example, the response support device 2A determines the content of the response based on information accessible to the user, such as the user information of the user. According to this example, the response content that spans multiple departments can be determined based on the user ID. Therefore, the response support device 2A can determine the appropriate response content when a response or process that spans multiple departments is required in response to an inquiry.

[0292] The response support device 2A may make an inquiry to the user terminal 4A in the process of determining the content of the response to the inquiry. The response support device 2A may, for example, request information necessary for creating the inquiry detail information from the user terminal 4A. The information necessary for creating the inquiry detail information includes, for example, information necessary for concretizing or clarifying the inquiry content, and information necessary for automating the processing. The information necessary for concretizing or clarifying the inquiry content is, for example, information capable of identifying the department that will handle the inquiry. The information necessary for automating the processing is, for example, information on the means of providing the response.

[0293] According to this example, the response support system 1A not only simply returns a response to the inquiry to the user terminal 4A, but also requests additional information from the user terminal 4A, thereby making the inquiry more specific or clarified. Furthermore, the response support system 1A can generate response guidelines and perform processing according to the response guidelines by acquiring information required for automating a response to an inquiry or processing according to the inquiry (for example, how the user would like the answer, or asking a question via chat but wanting the answer via email, etc.) by the user. The response support system 1A acquires information based on the user identification information, and can refer to past history and response contents to respond to inquiries more flexibly. This allows the response support system 1A to streamline processing related to inquiries.

[0294] The user terminal 4A adjusts the means of providing an answer based on a message or the like from the response support device 2A (step S102). In step S102, for example, the user terminal 4A may change the desired means of providing an answer. The user terminal 4A may notify the response support device 2A of the changed means of providing an answer. The response support device 2A can communicate with the user terminal 4A and determine the means of providing an answer.

[0295] The response support device 2A refers to the knowledge information and determines whether dispatch is possible (step S113). In step S113, for example, the response support device 2A refers to the knowledge information of the department that handles the inquiry and determines whether dispatch is possible. For example, the response support device 2A may determine that dispatch is possible when it is possible to acquire information on a person in charge of the knowledge information that handles the inquiry. If dispatch is possible, the process transitions from step S113 to step S114. If dispatch is not possible, the process transitions from step S113 to step S103. The response support device 2A may determine whether dispatch is necessary based on the inquiry content, knowledge information, etc. If dispatch is necessary, the process transitions from step S113 to step S114. Dispatch is a process that includes multiple procedures. Therefore, when dispatching, the response support device 2A assembles and executes a process that includes multiple procedures. If dispatching is not required, the process transitions from step S113 to step S103.

[0296] When dispatch is not performed, the response support device 2A performs an automatic response or automatic processing based on the reply method. The user terminal 4A receives the reply (step S103). In step S103, for example, the user terminal 4A receives the reply according to the desired means of providing the reply. For example, the user terminal 4A may receive the reply via email. Note that, depending on the reply method, multiple processes may be included. The reply method includes assembling the flow of those processes.

[0297] The response support device 2A refers to the knowledge information and determines whether the answering subject can accept the inquiry by the inquiry means (step S114). If the answering subject can accept the inquiry, the process moves from step S114 to step S121. If the answering subject cannot accept the inquiry, the process moves from step S114 to step S115.

[0298] The response support device 2A converts the inquiry means (step S115). In step S115, for example, the response support device 2A switches the inquiry channel. The response support device 2A accepts the inquiry via the switched inquiry channel.

[0299] The user terminal 4A of the answering entity generates an answer (step S121). In step S121, for example, the user terminal 4A of the answering entity generates an answer to be provided to the user terminal 4A of the inquiring user based on the answer content received from the response support device 2A. The response support device 2A may generate an answer item to the inquiry, for example. The response support device 2A outputs a text message indicating the answer item to the user terminal 4A of the answering entity. The response support device 2A may output a notice to the user terminal 4A of the answering entity requesting the answering entity to perform a response task. The notice may include, for example, a message requesting the answering entity to generate an answer and provide the answer to the user terminal 4A of the inquiring user. The user terminal 4A of the answering entity may display a text message indicating an example answer on a display device. The user terminal 4A of the answering entity may create an answer to be provided to the user of the user terminal 4A based on the example answer.

[0300] If the answering entity can directly answer (step 122), the answering entity provides the answer directly to the user terminal 4A of the inquiring user. The answering entity may provide the answer to the user terminal 4A via email, for example. The user terminal 4A receives the answer in step S103. The user terminal 4A of the answering entity may output information related to the answer provided to the user terminal 4A of the inquiring user to the response support device 2A. In step S118, the response support device 2A may record or update answer history information based on the information related to the answer.

[0301] If the answering subject cannot directly answer, the process proceeds from step S122 to step S116.

[0302] The response support device 2A determines whether or not it is necessary to convert the means of providing a response to the inquiry (step S116). In step S116, for example, the response support device 2A determines whether or not to switch the response channel based on the content of the response. If it is necessary to convert the means of providing the response, the process transitions from step S116 to step S117. If it is not necessary to convert the means of providing the response, the process transitions from step S116 to step S103. Here, in step S118, the response support device 2A may record or update response history information based on the content of the response.

[0303] The response support device 2A converts the means for providing the answer (step S117). In step S117, for example, the response support device 2A switches the answer channel. The response support device 2A provides the answer to the user terminal 4A according to the answer channel. A case will be described where the means for providing the answer is email. For example, the response support device 2A switches the answer channel to email. The response support device 2A creates an email including a text message indicating the answer. The response support device 2A sends the email to the email address of the inquiring user. The user terminal 4A receives the answer in step S3. In step S118, the response support device 2A may record or update answer history information based on the answer item.

[0304] According to this example, the response support device 2A can respond to an inquiry via chat. The response support device 2A can accept an inquiry according to an inquiry means that can be accepted by a department for the inquiry. The response support device 2A can accept an inquiry according to an inquiry means that can be accepted according to the inquiry content. Therefore, the response support device 2A can support the provision of an optimal answer according to the inquiry content. The response support device 2A can provide an answer by an answer providing means desired by the user of the user terminal 4A. Therefore, even if the user of the user terminal 4A makes an inquiry via chat, the user can receive an answer by various answer providing means. This allows the response support device 2A to make the process related to the inquiry more efficient. The response support device 2A can support a user-friendly customer response business. For example, a user can make an inquiry via chat and receive an answer via e-mail.

[0305] (Modification) The knowledge information may include rules and contracts. In this example, when a contract or rules are changed, the customer service support device 2A performs a process of checking the changes and the impact from past history. According to this example, the customer service support device 2A can receive the execution of a pre-measure review of a contract or the like as an inquiry, and output feedback on mistakes, omissions, etc. in the contract or the like as a response. This reduces the burden of checking the contents of the contract or the like and laws and regulations.

[0306] The knowledge information may include video data, audio data, etc. of a video conference or the like. In this example, the response support device 2A can store the contents of discussions at the conference as knowledge information as is. The response support device 2A may organize or manage text information obtained by converting video data, audio data, etc. of a video conference or the like into text by category. According to this example, the response support device 2A can output decisions made at the conference as answers. The user can search for decisions, etc. in the form of questions via the response support device 2A without referring to the minutes.

[0307] The knowledge information may include data such as threads of communication tools within the organization. The response support device 2A may organize or manage information based on data recording communication on the communication tools within the organization by category. According to this example, the response support device 2A can determine a response to an inquiry based on information on the communication tools within the organization. The response support device 2A can develop a solution based on the inquiry content and response history.

[0308] The knowledge information may include a business flow and a procedure manual. According to this example, the response support device 2A can receive a confirmation of a business flow or a contact point of an inquiry related to a plurality of departments as an inquiry and determine the answer. The user can obtain a confirmation of a flow or a contact point of an inquiry related to the business of other departments.

[0309] The knowledge information may be subject to version management and always updated to the latest information. According to this example, the work of registering knowledge information by the user is minimized, and the user can always access the latest information.

[0310] (5) Effects The response support device 2A of the second embodiment can receive an inquiry from a user regarding at least one of a plurality of categories linked to the user's ID, identify an entity that will respond to the inquiry based on the content of the inquiry and information associated with the plurality of categories, and respond according to a means for providing an answer to the inquiry. For example, the response support device 2 can receive an inquiry regarding any of a plurality of departments from a user having a user ID using the information processing program. In addition, the response support device 2 can identify an entity that will respond from among the plurality of departments using the information processing program, and provide an answer using any of a plurality of answering means. Therefore, the response support device 2 can process inquiries regarding a plurality of departments in an integrated manner, and can improve the efficiency of processing of inquiries.

[0311] The response support device 2A of the second embodiment can determine the content of a response to an inquiry based on information associated with a plurality of categories and information about a user by an information processing program. For example, the response support device 2A can determine the content of a response to an inquiry based on information associated with a plurality of departments and information about a user. Therefore, the response support device 2A can determine the content of a response in an integrated manner according to the inquiring user based on knowledge information of a plurality of departments. This allows the response support device 2A to make the process related to the inquiry more efficient.

[0312] The response support device 2A of the second embodiment can determine the content of a response to an inquiry based on information related to the user's past inquiry history by using an information processing program. Therefore, the response support device 2A can cause a computer to determine the most suitable response content for a user based on the user's past inquiry history. This allows the response support device 2A to make the process related to inquiries more efficient.

[0313] The response support device 2A of the second embodiment can determine the content of a response to an inquiry based on the attribute information of a user by an information processing program. For example, the response support device 2A can determine access restrictions to knowledge information based on the attribute information of the inquiring user, and determine the content of the response based on the access restrictions. Therefore, the response support device 2A can determine the most suitable response content for a user based on the attribute information of the user. This allows the response support device 2A to make the process related to the inquiry more efficient.

[0314] The response support device 2A of the second embodiment can determine the content of a response to an inquiry based on response history information on a plurality of categories by an information processing program. For example, the response support device 2A can determine the optimal response content for each department based on the response history for each department. This allows the response support device 2A to improve the efficiency of processing related to inquiries.

[0315] The response support device 2A of the second embodiment can determine the content of a response to an inquiry based on information associated with a plurality of categories, which is updated based on response history information related to a plurality of categories by an information processing program. Therefore, the response support device 2A can determine the optimal content of a response based on the response history updated for each department. This allows the response support device 2A to make the process related to the inquiry more efficient.

[0316] The response support device 2A of the second embodiment can perform processing to generate answers to inquiries using an information processing program. Therefore, the response support device 2A can respond based on the generated answers. In addition, the response support device 2A can provide the generated answers to the user who is the answering subject. This allows the response support device 2A to make the process related to inquiries more efficient.

[0317] The response support device 2A of the second embodiment can request processing according to an inquiry by an information processing program. For example, the response support device 2A can perform appropriate processing according to a processing flow specified for the inquiry. Therefore, the response support device 2A can improve the efficiency of processing related to the inquiry.

[0318] The response support device 2A of the second embodiment can request information required for creating further inquiry detail information from the user by using the information processing program. Therefore, the response support device 2A can obtain information required for determining the content of the reply by asking the user an additional question. This allows the response support device 2A to clarify and specify the content of the inquiry, and to handle the inquiry more appropriately. In this way, the response support device 2A can make the process related to the inquiry more efficient.

[0319] The response support device 2A of the second embodiment can provide an answer by the same means as the inquiry means or a different means by using an information processing program. Therefore, the response support device 2A can provide an answer by any of a plurality of answer providing means. This allows the response support device 2A to provide an answer by the most suitable means for the user or the service provider, thereby improving the convenience of the inquiry response work.

[0320] The "service" described in the first embodiment is an example of the "category" described in the second embodiment. The "common ID" described in the first embodiment is an example of the "user's ID" described in the second embodiment. The "corresponding service information" described in the first embodiment is an example of the "information associated with multiple services" described in the second embodiment. The "answer history information" described in the first embodiment is an example of the "information associated with multiple services" described in the second embodiment. The "member chart" described in the first embodiment is an example of the "information about the user" described in the second embodiment. The "information about the user's history" described in the first embodiment is an example of the "information about past inquiry history" described in the second embodiment. The "trained model" described in the first embodiment is an example of the "information associated with multiple services" described in the second embodiment. The "answerer" described in the first embodiment is an example of the "answer subject" described in the second embodiment. Therefore, the above effects described in the second embodiment can be obtained in the same way in the first embodiment.

[0321] (Other embodiments) In the above-mentioned first embodiment, an example has been described in which an inquiry is received from a user having a common ID for a plurality of services linked to the common ID, but this is not limited thereto. For example, the user may be a user having a member ID set for each service. The member ID may include information that can uniquely identify the user as a member for each service. Whether it is a common ID or an individual member ID, the information processing program may be an information processing program that causes a computer to execute determining the content of an answer to an inquiry based on second information associated with the plurality of services, answer history information regarding the plurality of services, and information regarding the user's history regarding the plurality of services.

[0322] The response support device may be realized by one device such as the response support device 2 or the response support device 2A, or may be realized by a plurality of devices with distributed functions.

[0323] The above-described embodiments may be applied not only to an apparatus but also to a method executed by the apparatus. The above-described embodiments may be applied to a program capable of causing a computer of the apparatus to execute each function. The above-described embodiments may be applied to a recording medium storing a program. The above-described embodiments may be applied not only to a system but also to a method executed by multiple elements included in the system.

[0324] The program may be transferred in a state where it is stored in an apparatus, or in a state where it is not stored in an apparatus. In the latter case, the program may be transferred via a network, or in a state where it is recorded on a recording medium. The recording medium is a non-transitory tangible medium. The recording medium is a computer-readable medium. The recording medium may be in any form, such as a CD-ROM or a memory card, as long as it is capable of storing the program and is readable by a computer.

[0325] Although the embodiment of the present invention has been described in detail above, the above description is merely an example of the present invention in every respect. It goes without saying that various improvements and modifications can be made without departing from the scope of the present invention. In other words, in implementing the present invention, a specific configuration according to the embodiment may be appropriately adopted.

[0326] In short, this invention is not limited to the above-mentioned embodiment as it is, and in the implementation stage, the components can be modified and embodied without departing from the gist of the invention. In addition, various inventions can be formed by appropriately combining multiple components disclosed in the above-mentioned embodiment. For example, some components may be deleted from all the components shown in the embodiment. Furthermore, components from different embodiments may be appropriately combined.

[0327] (Additional Note) The above embodiment may be expressed as follows: (1) receiving an inquiry from a user having a user ID regarding at least one service among a plurality of services associated with the user ID; Identifying a respondent to the inquiry based on a content of the inquiry and first information associated with the plurality of services; Responding to the inquiry according to a means for providing a response; An information processing program that causes a computer to execute the above. (2) The information processing program described in (1), wherein the responding includes determining the content of the response to the inquiry based on second information associated with a plurality of services, response history information regarding the plurality of services, and information regarding the user's history regarding the plurality of services. (3) The information regarding the user's history includes information regarding the user's past inquiry history; (2) An information processing program according to the above. (4) The information processing program according to (2), wherein the second information associated with the plurality of services is information generated based on information on question answering cases in at least the plurality of services. (5) The information processing program according to (4), wherein the second information associated with the plurality of services is information that is updated based on answer history information regarding the plurality of services. (6) the responding includes a process of generating a response to the inquiry; An information processing program according to (1). (7) The responding includes requesting processing in response to the inquiry; An information processing program according to (1). (8) The information processing program according to (2), wherein the responding further includes determining the content of a response to the inquiry based on attribute information of the user. (9) The information processing program according to (1), wherein the means for providing the answer is the same as or different from the means for the inquiry. (10) Memory; An information processing device including a processor connected to the memory, The memory stores the program according to any one of (1) to (9). Information processing device.

[0328] The above embodiment may be further expressed as follows. (1)' receiving an inquiry from a user regarding at least one category among a plurality of categories associated with the user's ID; Identifying a respondent to the inquiry based on the content of the inquiry and information associated with the plurality of categories; Responding to the inquiry according to a means for providing a response; An information processing program that causes a computer to execute the above. (2)' The information processing program according to (1)', wherein the responding includes determining the content of a response to the inquiry based on information associated with the multiple categories and information about the user. (3)' The information about the user includes information about the user's past inquiry history, (2)' An information processing program. (4)' The information about the user includes attribute information about the user, (2)' An information processing program. (5)' The information processing program according to (1)', wherein the information associated with the plurality of categories includes answer history information relating to the plurality of categories. (6)' The information processing program according to (5)', wherein the information associated with the plurality of categories is updated based on answer history information regarding the plurality of categories. (7)' The responding includes a process of generating a response to the inquiry, An information processing program according to (1)'. (8)' The responding includes requesting processing in response to the inquiry; An information processing program according to (1)'. (9)' The responding step further includes requesting from the user information necessary to create detailed inquiry information; An information processing program according to (1)'. (10)' The information processing program according to (1)', wherein the means for providing the answer is the same as or different from the means for the inquiry. (11)' Memory, An information processing device including a processor connected to the memory, The memory stores the program according to any one of (1)' to (10)'. Information processing device. [Explanation of symbols]

[0329] 1... Response support system, 1A... Response support system, 2... Response support device, 2A... Response support device, 3-1 to 3-3... Service provider device, 4... User terminal, 4A... User terminal, 5... Operator telephone, 6... Operator terminal, 7... Network, 7A... Network, 21... Processor, 22... Memory, 22... Step, 23... Storage, 24... Communication interface, 25... Input / output interface, 26... Bus, 31A... Management device, 32A... Storage device, 122... Step, 200... Response processing unit, 200A... Response processing unit, 201... Model management unit, 201A... Model management unit, 202... Reception unit, 202A... Reception unit, 203... Response unit, 203A... Response unit, 2 10...memory unit, 210A...memory unit, 211...response service information memory unit, 212...answer history information memory unit, 213...member chart memory unit, 214...learned model memory unit, 215...knowledge information memory unit, 216...answer history information memory unit, 217...user information memory unit, 218...learned model memory unit, 220...communication control unit, 220A...communication control unit, 2011...service information management unit, 2012...model generation unit, 2013...knowledge information management unit, 2014...model generation unit, 2021...reception unit, 2022...response guideline generation unit, 2023...reception unit, 2024...response guideline generation unit, 2031...response management unit, 2032...history management unit, 2033...response management unit, 2034...history management unit.

Claims

1. receiving an inquiry from a user regarding at least one category among a plurality of categories associated with an ID of the user; Identifying a respondent to the inquiry based on the content of the inquiry and information associated with the plurality of categories; Responding to the inquiry according to a means for providing a response; An information processing program that causes a computer to execute the above.

2. The information processing program according to claim 1 , wherein the responding includes determining a response to the inquiry based on information associated with the plurality of categories and information about the user.

3. The information about the user includes information about the user's past inquiry history. The information processing program according to claim 2.

4. The information about the user includes attribute information about the user. The information processing program according to claim 2.

5. The information processing program according to claim 1 , wherein the information associated with the plurality of categories includes answer history information regarding the plurality of categories.

6. The information processing program according to claim 5 , wherein the information associated with the plurality of categories is updated based on answer history information regarding the plurality of categories.

7. The responding includes a process of generating a response to the inquiry. The information processing program according to claim 1 .

8. said responding includes requesting processing in response to said inquiry; The information processing program according to claim 1 .

9. said responding further includes requesting from said user information necessary to generate a detailed inquiry; The information processing program according to claim 1 .

10. The information processing program according to claim 1 , wherein the means for providing the answer is the same as or different from the means for making the inquiry.

11. Memory, An information processing device including a processor connected to the memory, The memory stores a program according to any one of claims 1 to 10. Information processing device.

Images