Information processing system, information processing method, and program

Abstract

To suitably provide a man attending function of a chat bot to a user.SOLUTION: An information processing system having one or more information processing devices connected to a user terminal which accepts an input from a user and an operator terminal which accepts an input from an operator comprises: an acquisition unit which acquires input information input to the user terminal; a retrieval unit which retrieves response information to the input information; a response unit which gives the response information to the input information to the user terminal; a determination unit which determines whether or not to display a switch acceptance screen for accepting switch operation to switch to chatting between the user terminal and the operator terminal; and a control unit which causes the user terminal to display the switch acceptance screen on the basis of a result of determination by the determination unit.SELECTED DRAWING: Figure 1

Description

[Technical Field]

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

[0002] Conventionally, a device such as a computer first performs pattern recognition on text, voice, or images input by a user via a network. Then, based on the results of the pattern recognition, the device such as a computer responds to conversations and questions from the user, controls devices, and so on. This is known as a chatbot (sometimes simply called a "bot").

[0003] Specifically, first, the chatbot prepares a database or the like in advance. In this way, the chatbot is able to provide answers to questions entered by the user. Then, when the chatbot is ready to send the answer to the user, it pauses the transmission. Next, the operator checks the data immediately before the answer. After this check, the chatbot sends the answer to the user's smartphone based on the operator's instructions. In this way, methods are known that allow the operator or the like to check the content of the answer that the operator will provide (see, for example, Patent Document 1, etc.). There are also chatbots that provide a human response function that starts a chat with an operator in response to a user's instructions. Summary of the Invention [Problem to be solved by the invention]

[0004] However, there are cases where the human response function provided by the chatbot is inappropriate. For example, even if a user instructs the chatbot to start a chat with an operator, the user may be made to wait if no operator is available, or the chatbot may start a chat with the operator before interacting with the chatbot.

[0005] Therefore, the information processing system, information processing method, program, etc. disclosed herein aim to appropriately provide users with the human response function of a chatbot. [Means for solving the problem]

[0006] An information processing system according to an embodiment of the present invention includes one or more information processing devices connected to a user terminal that receives input from a user and an operator terminal that receives input from an operator, an acquisition unit that acquires input information input to the user terminal; a search unit that searches for response information in response to the input information; a response unit that responds to the input information with response information to the user terminal; a determination unit that determines whether to display a switching reception screen for receiving a switching operation to switch between the user terminal and the operator terminal so as to perform a chat; and a control unit that displays the switching acceptance screen on the user terminal based on a result of the determination by the determination unit. [Effects of the Invention]

[0007] The chatbot's human response function can be appropriately provided to users. [Brief explanation of the drawings]

[0008] [Figure 1] FIG. 1 is a diagram illustrating an example of an overall configuration. [Figure 2] FIG. 2 is a diagram illustrating an example of a functional configuration of a user terminal. [Figure 3] FIG. 2 is a diagram illustrating an example of the hardware configuration of a user terminal. [Figure 4] FIG. 2 illustrates an example of a functional configuration of an administrator terminal. [Figure 5] FIG. 2 illustrates an example of a hardware configuration of an administrator terminal. [Figure 6] FIG. 2 illustrates an example of a functional configuration of a server device. [Figure 7] FIG. 10 is a diagram showing an example of a dialogue flow based on scenario information. [Figure 8] FIG. 10 is a diagram illustrating an example of category information. [Figure 9] FIG. 10 is a diagram showing an example of question-answer information. [Figure 10] FIG. 10 is a diagram illustrating an example of inquiry history information. [Figure 11] FIG. 10 is a diagram illustrating an example of dialogue history information. [Figure 12] FIG. 2 illustrates an example of a hardware configuration of a server device. [Figure 13] FIG. 2 is a diagram illustrating an example of a functional configuration of an operator terminal. [Figure 14] FIG. 2 illustrates an example of the hardware configuration of an operator terminal. [Figure 15] FIG. 10 is a diagram illustrating an example of overall processing. [Figure 16] FIG. 10 is a diagram illustrating an example of determination of switching display. [Figure 17] FIG. 10 is a diagram showing an example of a screen displaying a switching unit. [Figure 18] FIG. 10 is a diagram showing an example of a screen in which a switching unit is not displayed. [Figure 19] FIG. 10 is a diagram illustrating an example of manned response settings. [Figure 20] FIG. 10 is a diagram illustrating an example of an operation screen displayed on an operator terminal. [Figure 21] FIG. 10 is a diagram illustrating an example of a setting process for manned response. [Figure 22] FIG. 10 is a diagram showing an example of an operation screen during manned response. [Figure 23] FIG. 10 is a diagram illustrating an example of switching to manned response. [Figure 24] FIG. 10 is a diagram showing an example of a screen for accepting an evaluation operation for manned response. [Figure 25] FIG. 10 is a diagram illustrating an example of a screen displayed on an operator terminal in manned response mode. [Figure 26] FIG. 10 is a diagram illustrating an example of a history. [Figure 27] FIG. 1 is a diagram illustrating an example of a functional configuration of an information processing system. DETAILED DESCRIPTION OF THE INVENTION

[0009] The optimum and minimum mode for carrying out the invention will be described below with reference to the drawings. Note that in the drawings, when the same reference numerals are used, it indicates that the same configuration is present, and redundant explanations will be omitted. Furthermore, the specific examples shown in the drawings are merely examples, and the configuration may further include configurations other than those shown in the drawings.

[0010] <Overall configuration example> 1 is a diagram showing an example of the overall configuration. For example, a chatbot system 100, which is an example of an information processing system, has a system configuration including a server device 1, a user terminal 2, an administrator terminal 3, and an operator terminal 5, which are examples of information processing devices.

[0011] The server device 1 is an example of an information processing device that provides a chatbot service.

[0012] The user terminal 2 is an information processing device in which a user performs operations such as input in the chatbot service.

[0013] The administrator terminal 3 is an information processing device through which an administrator or the like performs operations such as input in order to manage the server device 1 or the like.

[0014] The operator terminal 5 is an information processing device in which an operator who operates a chatbot service performs operations such as input in the chatbot service.

[0015] The server device 1, the user terminal 2, the administrator terminal 3, and the operator terminal 5 are connected to one another via, for example, a communication network 4 or the like.

[0016] For example, the communication network 4 is the Internet, etc. However, the communication network 4 may be a LAN (Local Area Network), a WAN, a short-distance communication network, or a combination thereof, which performs wired or wireless communication.

[0017] The server device 1 communicates with a user terminal 2, an administrator terminal 3, an operator terminal 5, etc. For example, the server device 1 provides a so-called chatbot service that responds with response information that serves as an answer to input information such as a question entered by a user.

[0018] The server device 1 also provides services such as sending and receiving messages, so-called chat, between a user and an operator, or between multiple users. That is, the server device 1 provides instant messaging services, etc. Note that various services may be provided by multiple information processing devices. An example in which a single server device 1 provides services will be described below.

[0019] <Example of a user device> 2 is a diagram showing an example of the functional configuration of a user terminal. For example, the user terminal 2 has a functional configuration including a communication unit 2a, a device control unit 2b, an input unit 2c, and a display unit 2d. Such user terminals may be included in multiple information processing systems.

[0020] The communication unit 2 a communicates with external devices via a communication network 4 .

[0021] The device control unit 2b controls the overall operation of the user terminal 2. For example, the device control unit 2b transmits and receives information, commands, etc. via the communication unit 2a. In addition, for example, the device control unit 2b controls, in accordance with a program, an interactive application, which is an example of application software such as a browser or other interactive application for receiving chatbot services from the server device 1.

[0022] The input unit 2c receives input of information, commands, etc. from a user or the like, and outputs them to the device control unit 2b or the like.

[0023] The display unit 2d displays various screens. For example, the display unit 2d displays a screen for an interactive application. The display unit 2d and the input unit 2c may be integrated. The interactive application is pre-installed. The interactive application may be a browser or the like.

[0024] 3 is a diagram showing an example of the hardware configuration of a user terminal. For example, the user terminal 2 has a hardware configuration including a CPU (Central Processing Unit) 201, a ROM (Read Only Memory) 202, a RAM (Random Access Memory) 203, a memory 204, a communication I / F 205, an operation I / F 206, and a display device 207. The hardware components of the user terminal 2 are connected to each other, for example, by a bus. The hardware components of the user terminal 2 may also be connected to other devices via wired or wireless communication.

[0025] The user terminal 2 is, for example, an information processing device such as a PC (Personal Computer), a smartphone, or a tablet.

[0026] The communication I / F 205 realizes the functions of the communication unit 2a, etc. For example, the communication I / F 205 is a connection terminal, a communication circuit, etc.

[0027] The operation I / F 206 realizes the functions of the input unit 2c, etc. For example, the operation I / F 206 is an input device such as a button, a keyboard, a dial, a key, a touch panel, or a microphone.

[0028] The display device 207 realizes the function of the display unit 2d. For example, the display device 207 is an output device such as a liquid crystal panel, an organic EL (Electroluminescence) panel, or an inorganic EL panel. The display device 207 and the operation I / F 206 may be integrated into one unit, such as a touch panel.

[0029] The memory 204 is an example of a main storage device. For example, the memory 204 stores information acquired via the communication network 4. The user terminal 2 may further include an auxiliary storage device such as a hard disk or an SSD (Solid State Drive).

[0030] The CPU 201 realizes the functions of the device control unit 2b, etc. In other words, the CPU 201 is an example of a control device and a calculation device.

[0031] The ROM 202 is a nonvolatile semiconductor storage device or the like.

[0032] The RAM 203 is a storage device made of a volatile semiconductor or the like.

[0033] A program for realizing the device control unit 2b, etc. is stored in advance in, for example, the ROM 202 or the memory 204. The program is then read from the ROM 202 or the memory 204, etc., to the RAM 203 and expanded by the CPU 201. Next, the CPU 201 executes instructions indicated by the program expanded in the RAM 203.

[0034] The program may be stored in, for example, an auxiliary storage device, etc., instead of in the ROM 202 and the memory 204. The program may also be acquired via a wired network, a wireless network, or broadcasting.

[0035] The device control unit 2b and the like may be realized by an electronic circuit or a combination of a program execution unit and a circuit.

[0036] <Example of administrator terminal> 4 is a diagram showing an example of the functional configuration of an administrator terminal. For example, the administrator terminal 3 has a functional configuration including a communication unit 3a, a device control unit 3b, an input unit 3c, and a display unit 3d, similar to the user terminal 2. Below, an example will be described in which the administrator terminal 3 has the same functional configuration as the user terminal 2, and duplicated explanations will be omitted. However, the administrator terminal 3 may have a different functional configuration from the user terminal 2. Such administrator terminals may be included in multiple information processing systems.

[0037] 5 is a diagram showing an example of the hardware configuration of an administrator terminal. For example, the administrator terminal 3 has a hardware configuration including a CPU 301, a ROM 302, a RAM 303, a memory 304, a communication I / F 305, an operation I / F 306, and a display device 307. Below, an example will be described in which the administrator terminal 3 has the same hardware configuration as the user terminal 2, and duplicated explanations will be omitted. However, the administrator terminal 3 may have a different hardware configuration from the user terminal 2.

[0038] 6 is a diagram showing an example of the functional configuration of a server device. The server device has various databases (hereinafter referred to as "DBs"). For example, the server device 1 has a communication unit 31, an input information monitoring unit 32, a response status management unit 33, an operator status management unit 34, a user-side control unit 10, a management-side control unit 20, a keyword DB 41, a synonym DB 42, a dialogue scenario DB 43, a category DB 44, a question-and-answer DB 45, an inquiry history DB 46, a dialogue history DB 47, and a contract information DB 48.

[0039] The DB may be provided in an external device and referred to by the server device 1. The DB may not have the configuration as shown in the figure. In other words, the DB may not have the names and numbers as shown in the figure, as long as there is a DB showing similar contents.

[0040] The communication unit 31 communicates with external devices such as the user terminal 2 and the administrator terminal 3 via the communication network 4.

[0041] The input information monitoring unit 32 acquires various information from the user terminal 2, the administrator terminal 3, etc. via the communication unit 31. For example, the input information monitoring unit 32 selects the acquired information and outputs it to the user-side control unit 10 or the management-side control unit 20, etc. Specifically, the input information monitoring unit 32 outputs information acquired via an interactive application to the user-side control unit 10. On the other hand, the input information monitoring unit 32 outputs information acquired via a management application to the management-side control unit 20.

[0042] The response status management unit 33 stores and updates the response status.

[0043] The operator status management unit 34 stores and updates the response status of each operator.

[0044] The user-side control unit 10 controls the responses of the server device 1 to the user, etc. For example, the user-side control unit 10 outputs to the user terminal 2 information (hereinafter referred to as "response information") that responds to information such as a question (hereinafter referred to as "input information") input by the user via the user terminal 2.

[0045] The management-side control unit 20 controls input and output of the server device 1 for the administrator. For example, the management-side control unit 20 accepts operations such as input to each DB performed by the administrator from the administrator terminal 3. In addition, the management-side control unit 20 outputs information indicated by each DB in response to a request from the administrator terminal 3.

[0046] The management side control unit 20 may also control the storage of information including inquiry information in the management side control unit 20 and response information corresponding to the inquiry information, and history information that serves as a history of input information and response information in the user side control unit 10.

[0047] The dialogue scenario DB 43 stores scenario information in a dialogue format corresponding to input information. The user-side control unit 10 is assumed to dialogue with the user according to a scenario input in advance to the dialogue scenario DB 43.

[0048] 7 shows an example of scenario information according to Embodiment 1. For example, after receiving input information in which a user asks a question, the flow of outputting response information that answers the received question is processed according to the scenario shown in the figure.

[0049] The category DB 44 stores category information for classifying questions.

[0050] 8 is a diagram showing an example of category information. For example, as shown in the figure, the category information is information that associates the character string of the name of the category that includes the question, the ID of the category information, and the update date and time of the category information.

[0051] The question-and-answer DB 45 stores question-and-answer information, which is information including questions and answers to the questions. That is, the question-and-answer information is created in advance and stored in the question-and-answer DB 45.

[0052] 9 is a diagram showing an example of question-and-answer information. For example, as shown in the figure, the question-and-answer information is information that associates a question string, the ID of the question-and-answer information, the string of a question similar to the question, the string of an answer to the question, the ID of a category that includes the question, and the update date and time of the question-and-answer information.

[0053] The keyword DB 41 stores keywords, which are character strings that indicate the characteristics of the questions and answers contained in the question and answer strings of the question-and-answer information. Keywords may be words, phrases, or sentences. The keyword DB 41 may also store keywords related to things other than the question-and-answer information.

[0054] For example, the user-side control unit 10 first breaks down the character string of the question entered by the user into words. Next, the user-side control unit 10 detects the keyword of the question by comparing the broken down words with the character strings stored in the keyword DB 41. Furthermore, the user-side control unit 10 searches for question-and-answer information corresponding to the question indicated by the input information by, for example, comparing the detected keyword with the character string "question" in the question-and-answer DB 45.

[0055] The synonym DB 42 stores synonym information for keywords and the like indicated by the keyword DB 41. For example, the synonym information is information that associates character strings that are similar in meaning with each other. Note that the character strings may be words, phrases, or sentences. Furthermore, character strings that are similar in meaning to each other are not limited to character strings that are similar in meaning themselves. For example, character strings that are similar in meaning to each other may be character strings that allow one to be inferred from the other, character strings that are part of the other, character strings that are used in similar situations, or may be arbitrarily defined depending on the usage environment.

[0056] The user-side control unit 10 first breaks down the character string of the question entered by the user into words. Next, the user-side control unit 10 compares the broken down words with the synonym DB 42 to extract character strings that are synonyms. In this way, the user-side control unit 10 estimates keywords by comparing the words and synonyms of the words included in the question with the keyword DB 41.

[0057] The inquiry history DB 46 stores inquiry history information, which is information on the history of questions input by the user.

[0058] 10 is a diagram showing an example of inquiry history information. For example, as shown in the figure, the inquiry history information is information that associates an inquiry history information ID, a character string of a question input by a user, an ID of an interaction session including the question, an ID of question-and-answer information corresponding to the question, an ID of category information corresponding to the question-and-answer information, information on user feedback regarding the answer to the question, and the date and time when the question was input.

[0059] An interaction session is a set of interactions between a user and the server device 1. For example, interactions included in the same interaction session include interactions that take place from the time a screen used for interaction, such as a chat session, is opened on the user terminal 2 until it is closed, or interactions that take place from the time the screen is opened until it is forcibly closed due to a session timeout. A session timeout occurs when no action is taken on the user terminal 2 within a predetermined time period. A session timeout is a process of terminating a screen used for interaction.

[0060] Note that the interactive session is not limited to the above. For example, the interactive session may indicate an interaction between the user and the server device 1, ranging from the user inputting a question to the presentation of an answer to the question and the user inputting feedback on the answer. In this case, the interactive session is completed each time feedback is obtained from the user.

[0061] The dialogue history DB 47 stores dialogue history information, which is information on the history of the content of comments input to the user terminal 2 and the content of comments output from the server device 1 during a dialogue between the user and the server device 1.

[0062] 11 is a diagram showing an example of dialogue history information. For example, as shown in the figure, the dialogue history information is information that associates the ID of the dialogue history information, the character string of the utterance content, the ID of the dialogue session in which the utterance content was sent, the sender of the utterance content, the utterance type of the utterance content, the content ID of the utterance content, and the date and time when the utterance content was sent.

[0063] The statement type ID indicates the type of statement. Specifically, the statement type IDs "5-0", "5-1", and "5-2" indicate whether the statement content corresponds to a "category", "question-answer information", or "scenario", respectively. The content ID indicates the content linked to the statement type ID. For example, if the statement type is a scenario, the content ID indicates the statement set in the scenario. If the statement type is question-answer information, the content ID indicates the ID of the question-answer information. If the statement type is a category, the content ID indicates the statement for selecting a category.

[0064] 12 is a diagram showing an example of the hardware configuration of a server device. For example, the server device 1 has a hardware configuration including a CPU 101, a ROM 102, a RAM 103, a memory 104, a communication I / F 105, an operation I / F 106, and a display device 107. Below, an example will be described in which the server device 1 has the same hardware configuration as the user terminal 2, and duplicated explanations will be omitted. However, the server device 1 may have a different hardware configuration from the user terminal 2, etc.

[0065] The server device 1 constitutes a so-called cloud server, but is not limited to this.

[0066] <Example of dialogue flow based on scenario information> For example, the chatbot system controls itself as shown in the figure based on scenario information set in advance by an administrator, and interacts with the user. For example, the scenario information, GUI, etc. are set in advance so that communication can be carried out in the flow shown in the figure.

[0067] In step S31, first, the user-side control unit 10 displays a selection menu of methods for searching for questions on the user terminal 2. For example, the selection menu may have three options: "Search all categories," "Search by selecting a category," and "Search by frequently asked questions." However, the selection menu may have four or more options or two or less options.

[0068] If "Search all categories" is selected in the selection menu, the scenario proceeds to step S32. If "Search by frequently asked questions" is selected in the selection menu, the scenario proceeds to step S37. Alternatively, if "Search by category" is selected in the selection menu, the scenario proceeds to step S39.

[0069] In step S32, the user-side control unit 10 displays a message prompting the user to input a question on the user terminal 2. Next, when a question is input, the scenario proceeds to step S33.

[0070] In step S33, the user-side control unit 10 analyzes the character string representing the question. Then, the user-side control unit 10 searches for candidate answers to the question using the question-and-answer DB 45, etc. Note that the user-side control unit 10 searches the question-and-answer DB 45 using keywords estimated from words and synonyms included in the question, so multiple candidate answers may be obtained.

[0071] If the search result in step S33 is "one candidate," the user-side control unit 10 responds with the searched candidate as the answer in the response information. If the search result in step S33 is "two or more candidates," the user-side control unit 10 proceeds to step S34. Alternatively, if the search result in step S33 is "no candidate detected," the user-side control unit 10 proceeds to step S36.

[0072] In step S34, that is, when there are two or more answer candidates, a message is displayed on the user terminal 2 prompting the user to select one of the multiple candidates or to deselect none of the candidates.

[0073] In step S35, if a selection is made for the message ("Select a candidate" in the figure), the user-side control unit 10 responds using the selected candidate. On the other hand, if no selection is made ("No match" in the figure), the user-side control unit 10 causes the user terminal 2 to display an apology message indicating that the answer to the question cannot be displayed at this stage.

[0074] In step S36, the user-side control unit 10 causes the user terminal 2 to display a message apologizing and encouraging the user to search again, and then the process returns to step S31.

[0075] In step S39, the user-side control unit 10 displays a list of category names, etc. on the user terminal 2. Then, when an operation to select a category from the list of category names is performed, the user-side control unit 10 proceeds to step S40.

[0076] In step S40, when the user performs an operation to specify a category, the user-side control unit 10 displays a message prompting the user to enter a question on the user terminal 2. When a question or the like is entered, the input information is acquired from the user terminal 2, and the user-side control unit 10 proceeds to step S41.

[0077] In step S41, when the user inputs a question corresponding to the selected category, the user-side control unit 10 searches the question-and-answer DB 45 or the like for question-and-answer information corresponding to the selected category and extracts the question-and-answer information corresponding to the question.

[0078] In step S41, if the search results in one answer candidate ("One Answer" in the figure), the user-side control unit 10 responds with the searched answer as response information. If the search results in two or more answer candidates ("Two or More" in the figure), the user-side control unit 10 proceeds to step S42. Alternatively, if the search results in no answer candidate being extracted ("No Candidate Detected" in the figure), the user-side control unit 10 proceeds to step S44.

[0079] In step S42, the user-side control unit 10 causes the user terminal 2 to display a message prompting the user to select any of the answer candidates or to deselect any of the candidates.

[0080] In step S43, if a candidate is selected in step S42, the user-side control unit 10 responds using the candidate. On the other hand, if no candidate is selected, the user-side control unit 10 causes the user terminal 2 to display an apology message indicating that the answer to the question cannot be displayed at this stage.

[0081] In step S44, if no answer candidate is found, the user-side control unit 10 causes the user terminal 2 to display a message apologizing and encouraging the user to search again, and the process returns to step S31.

[0082] In step S37, the user-side control unit 10 refers to the inquiry history DB 46 and extracts one or more frequently inquired questions (for example, about three questions).Then, the user-side control unit 10 displays them on the user terminal 2. The user-side control unit 10 may also display a message on the user terminal 2 asking the user to select another search method.

[0083] In step S38, if a question is selected from the questions listed in step S37, the user-side control unit 10 reads the answer to the selected question from the question-and-answer DB 45 and displays it on the user terminal 2. On the other hand, if another search method is selected, the user-side control unit 10 returns to step S31.

[0084] <Configuration example of user-side control unit> The following describes an example of the functional configuration of the user-side control unit 10. For example, the input information analysis unit 11 analyzes input information acquired from the user terminal 2 and outputs the analysis result to the response processing unit 12.

[0085] Specifically, the input information analysis unit 11 first analyzes the character string input by the user. For example, the input information analysis unit 11 performs morphological analysis to break down the character string of the question and extract words. Furthermore, the input information analysis unit 11 refers to the synonym DB 42 to extract synonyms of the extracted words. Next, the input information analysis unit 11 compares the extracted words and synonyms with the keyword DB 41 to infer keywords.

[0086] The response processing unit 12 generates response information in response to input information. For example, the response processing unit 12 generates response information in response to information selected on the display screen shown by the display unit 2d of the user terminal 2 and a character string input to the user terminal 2.

[0087] For example, when an option included in the scenario information is selected, the response processing unit 12 refers to the dialogue scenario DB 43 and outputs a message corresponding to the option to the user terminal 2. When a character string of a question is input, the response processing unit 12 searches the question-and-answer DB 45 for the keywords estimated by the input information analysis unit 11. The response processing unit 12 then outputs the searched question-and-answer information to the user terminal 2. For example, when an option included in the category information is selected, the response processing unit 12 may narrow the search for question-and-answer information in the question-and-answer DB 45 to the selected category.

[0088] The processing content acquisition unit 13 acquires and stores the processing results of the response processing unit 12. For example, the processing content acquisition unit 13 stores the answer to the question as inquiry history information in the inquiry history DB 46. The processing content acquisition unit 13 also stores the content of the utterances input and output between the server device 1 and the user terminal 2, which is the process of answering the question, as dialogue history information in the dialogue history DB 47.

[0089] <Configuration example of the management control unit> The functional configuration of the management-side control unit 20 will be described below. For example, the input information analysis unit 21 analyzes information, etc. input to the administrator terminal 3, and outputs the analyzed information to the response processing unit 22. Specifically, the input information analysis unit 21 analyzes character strings, etc. input by the administrator, etc. For example, like the user-side control unit 10, the input information analysis unit 21 extracts words and infers keywords corresponding to the words and synonyms.

[0090] For example, the response processing unit 22 changes, adds, and deletes information from each DB in response to a command input by an administrator or the like. Specifically, the response processing unit 22 changes, deletes, or adds a new keyword to keywords stored in the keyword DB 41 or the like. Similarly, the response processing unit 22 changes, deletes, or adds a new synonym to synonyms stored in the synonym DB 42 or the like. Furthermore, the response processing unit 22 edits, deletes, or adds a new scenario to scenario information stored in the dialogue scenario DB 43. Furthermore, the response processing unit 22 changes, deletes, or adds a new category to category information stored in the category DB 44. Furthermore, the response processing unit 22 edits, deletes, or adds new question-answer information to question-answer information stored in the question-answer DB 45. Hereinafter, "changing, adding, and deleting information" may be referred to as "editing" information.

[0091] Furthermore, for example, the response processing unit 22 may display user feedback statistics on the display unit 3d in response to a command input by an administrator or the like. For example, the user feedback indicates the user's evaluation of the answer. For example, when the user-side control unit 10 of the server device 1 presents an answer to a user's question, it asks the user, in a dialogue with the user, whether the answer resolved the question. In other words, the user-side control unit 10 asks the user whether they are satisfied with the answer. The response processing unit 22 presents the degree of satisfaction with the question, etc., as feedback statistics.

[0092] A configuration may be adopted in which the functions and terminal for the administrator are provided as described above. On the other hand, for example, an operator terminal may also serve as the administrator terminal. The following describes an example in which the operator terminal also serves as the administrator terminal.

[0093] <Example of an operator terminal> 13 is a diagram showing an example of the functional configuration of an operator terminal. For example, the operator terminal 5 has a functional configuration including a communication unit 5a, a device control unit 5b, an input unit 5c, and a display unit 5d, similar to the user terminal 2, etc. Below, an example will be described in which the operator terminal 5 has the same functional configuration as the user terminal 2, and duplicated explanations will be omitted. However, the operator terminal 5 may have a functional configuration different from that of the user terminal 2.

[0094] 14 is a diagram showing an example of the hardware configuration of an operator terminal. For example, the operator terminal 5 has a hardware configuration including a CPU 501, a ROM 502, a RAM 503, a memory 504, a communication I / F 505, an operation I / F 506, and a display device 507. Below, an example will be described in which the operator terminal 5 has the same hardware configuration as the user terminal 2, etc., and duplicated explanations will be omitted. However, the operator terminal 5 may have a hardware configuration different from that of the user terminal 2, etc.

[0095] <Overall processing example> 15 is a diagram showing an example of the overall processing. The following describes an example in which the processing for realizing the chatbot service is performed solely by the server device 1.

[0096] In step S101, the input unit 2c of the user terminal 2 accepts an operation to activate a chatbot. For example, the user terminal 2 accepts an operation to press a predetermined icon included in a web page to be displayed on the display unit 2d, an operation to activate an interactive application installed in the user terminal 2, or an operation to press a predetermined button in the interactive application.

[0097] In step S102, the user terminal 2 requests activation of the chatbot in response to receiving the operation to activate the chatbot. Here, the communication unit 2a of the user terminal 2 transmits the request to activate the chatbot and a tenant ID that identifies the chatbot subscriber (tenant) to the server device 1.

[0098] The tenant ID is information that is pre-stored in the user terminal 2, and may be included, for example, in a web page displayed in the browser that includes an icon for launching a chatbot, or may be stored in a specific application with chat functionality.

[0099] In step S103, the server device 1 acquires information such as a contract corresponding to the tenant ID received from the user terminal 2 from the contract information DB 48. For example, information such as whether or not to provide manned assistance and the period for which assistance will be provided is entered in advance into the contract. The memory 104 of the server device 1 stores the acquired information such as a contract in association with a session ID, etc.

[0100] In step S104, the response status management unit 33 of the server device 1 sets the response status to "bot is responding."

[0101] In step S105, the response processing unit 12 of the server device 1 transmits the scenario information.

[0102] In step S106, the device control unit 2b of the user terminal 2 displays the scenario on the display unit 2d based on the scenario information.

[0103] In step S107, the input unit 2c of the user terminal 2 accepts input information such as a question. Then, the communication unit 2a of the user terminal 2 transmits the accepted input information such as a question to the server device 1, and the input information monitoring unit 32 of the server device 1 acquires the input information from the user terminal.

[0104] The input information may be information indicating the result of inputting a question string in free format, or information indicating the result of inputting a question in a selection format in which a user selects from options prepared in advance in scenario information, etc.

[0105] In step S108, the response processing unit 12 of the server device 1 searches for response information to the input information.

[0106] In step S109, the response processing unit 12 of the server device 1 determines the items to be displayed on the user terminal 2. Specifically, the response processing unit 12 of the server device 1 determines whether or not to display a switching display that switches between the user and the operator to chat. For example, the server device 1 makes the following determination.

[0107] 16 is a diagram showing an example of a determination as to whether to switch display. For example, three determinations are made in steps S201, S202, and S203, and a determination is made as to whether to display the switching section (step S204) or not (step S205).

[0108] Depending on the result of this determination, for example, the screen on the user terminal may differ as follows:

[0109] 17 is a diagram showing an example of a screen displaying a switching unit. That is, when it is determined in step S204 that the switching unit is to be displayed, for example, in the case where an evaluation reception screen as shown in the figure is to be displayed, a screen for accepting switching to manned response is displayed.

[0110] First, in step S106, a message MES is output based on a scenario or the like, and the chatbot service begins.

[0111] Next, in step S107, input information INFI, which is a character string or the like indicating the content of the question the user wants to ask, such as "medical care," is input.

[0112] Subsequently, in step S110 described later, response information INFA is returned in response to the input information INFI. In this example, the response information INFA is information on the URL (Uniform Resource Locator) of a useful homepage.

[0113] Such exchange of input information INFI and response information INFA may be carried out multiple times.

[0114] Then, a button for performing an evaluation operation (hereinafter referred to as "bot evaluation button AP1") is displayed on the screen. Furthermore, a button for performing a switching operation to switch between the user terminal and the operator terminal so that chat can be conducted (hereinafter referred to as "attended switching button SW") is displayed on the screen.

[0115] This screen accepts either an evaluation operation or a switching operation.

[0116] Fig. 18 is a diagram showing an example of a screen in which the switching unit is not displayed. That is, if it is determined in step S205 that the switching unit is not to be displayed, for example, the following display is shown. Compared to Fig. 17, Fig. 18 differs in that there is no manned switching button SW.

[0117] That is, when the switching section is not displayed, the bot evaluation button AP1 is accepted and the interaction between the bot and the user ends.

[0118] To determine whether or not to display the switching display, for example, the server device 1 makes the following judgment.

[0119] In step S201, the server device 1 determines whether the contract requires "operator support." That is, the response processing unit 12 of the server device 1 determines whether the contract requires an operator support based on the contract contents. The contract contents, etc. are input to the server device 1 in advance.

[0120] Next, if it is determined that the contract is "operator-assisted" (YES in step S201), the server device 1 proceeds to step S202. On the other hand, if it is determined that the contract is not "operator-assisted" (NO in step S201), the server device 1 proceeds to step S205.

[0121] In step S202, the response processing unit 12 of the server device 1 determines whether or not "use manned chat support" is set to "ON." In other words, it is desirable that whether or not to use manned support can be set, for example, on a setting screen such as the one below.

[0122] 19 is a diagram showing an example of settings for manned response, which are performed using a GUI (Graphical User Interface) such as a check box CBX as shown in the figure.

[0123] Specifically, when the check box CBX is set to "ON" for the item "Use manned chat support," the server device 1 determines that "Use manned chat support" is set to "ON" (YES in step S202).

[0124] The setting of whether or not to provide manned chat support is not limited to input using the checkbox CBX. For example, the setting of whether or not to provide manned chat support may be set by inputting the time, etc. As shown in the figure, the end time of manned chat support may be set, such as "17:30." With this setting, after "17:30," the server device 1 determines that "Use manned chat support" is not set to "ON" (NO in step S202). It is also possible to set types other than time.

[0125] Next, if it is determined that "Use manned chat support" is set to "ON" (YES in step S202), the server device 1 proceeds to step S203. On the other hand, if it is determined that "Use manned chat support" is not set to "ON" (NO in step S202), the server device 1 proceeds to step S205.

[0126] In step S203, the server device 1 determines whether or not there is an available operator. If there is a plurality of operators, the server device 1 determines that there is an available operator if there is even one operator in the "available" state (YES in step S203).

[0127] Whether an operator is available, unavailable, or currently available is set, for example, on an operation screen such as the one below that is displayed on the operator terminal.

[0128] 20 is a diagram showing an example of an operation screen displayed on the operator terminal. For example, whether an operator is available, unavailable, or currently available is accepted by a GUI such as a button (hereinafter referred to as a "status switch SET") that can display and input the status.

[0129] The status switch SET may be set to any one of "Available", "Unavailable", or "Currently Handling" by an operator's operation. On the other hand, the operator terminal may set the status switch SET to "Currently Handling" or the like based on, for example, an input of a character string indicating that the operator is handling another user.

[0130] In addition, for example, if the operator is away from his / her desk, the status switch SET may be set to "unavailable" or the like based on the absence of input to the sensor or operator terminal for a certain period of time or more.

[0131] On the other hand, even if the status is "in service," some operators may be able to service multiple users. Therefore, even if the status is "in service," the operator may be able to set the status to "available."

[0132] When the above settings are made, the following setting process is performed, for example.

[0133] FIG. 21 is a diagram showing an example of a setting process for manned response.

[0134] In step S301, the operator terminal 5 accepts an operation to set the operator's status using the status switch SET.

[0135] When the status switch SET is set to "Available" (in the figure, this is the case when "a setting to 'Available' is accepted"), the operator terminal 5 proceeds to step S302. When the status switch SET is set to "Not Available" (in the figure, this is the case when "a setting to 'Not Available' is accepted"), the operator terminal 5 proceeds to step S304.

[0136] In step S302, the operator terminal 5 makes a request to change the operator's status to "available" in response to an operation by the operator. Specifically, the device control unit 5b of the operator terminal 5 transmits a request to change the operator's status to the server device 1 via the communication unit 2a.

[0137] In step S303, the operator status management unit 34 of the server device 1 changes the status of the operator to "available" based on the request.

[0138] In step S304, the operator terminal 5 makes a request to change the operator's status to "unavailable" in response to the operator's operation. Specifically, the device control unit 5b of the operator terminal 5 transmits a request to change the operator's status to the server device 1 via the communication unit 2a.

[0139] In step S305, the operator status management unit 34 of the server device 1 changes the operator status to "unavailable" based on the request.

[0140] The operator terminal 5 also stores operator identification information for identifying the operator that is entered when the operator logs in to the operation screen, and transmits the operator identification information together with a request to change the operator's status to the server device 1. The operator status management unit 34 of the server device 1 changes the status of the operator corresponding to the operator identification information to "available" based on the request.

[0141] The operation screen also displays a list of currently calling information. The currently calling information may include the question-answer information category information INFC used by the bot to last respond to the user, and input information such as a question entered by the user corresponding to that answer (hereinafter referred to as "last input information INFQ"). By referring to this information, the operator can understand which answer from the bot the user wants to talk to the operator about. When the operator selects the currently calling information they want to respond to, the screen shown in Figure 25 (described later) is displayed, and the operator can respond to the call. When the operator selects the currently calling information, the status of the operator is changed to "Currently Calling" and the selected currently calling information is moved to the "Currently Calling Me" column, as shown in Figure 23 (described later). The operator can also respond to the call to the operator by pressing the "Currently Calling Operator" button displayed in the navigation menu on the left side of the operation screen.

[0142] This operation screen can also display a list of calls currently being handled by other operators and chats currently being handled by the bot.

[0143] Next, if it is determined that there is an available operator (YES in step S203), the server device 1 proceeds to step S204. On the other hand, if it is determined that there is no available operator (NO in step S203), the server device 1 proceeds to step S205.

[0144] In step S204, the response processing unit 12 of the server device 1 determines to display the switching unit.

[0145] In step S205, the response processing unit 12 of the server device 1 determines not to display the switching unit.

[0146] For example, step S109 is performed as described above.

[0147] In step S110, the response processing unit 12 of the server device 1 transmits the response information and information on items to be displayed on a screen for performing an evaluation operation, etc., to the user terminal 2. Here, if it is determined based on the determination result made in step S109 that the switching unit is to be displayed, a display request for the manned switching button SW is transmitted to the user terminal 2. On the other hand, if it is determined that the switching unit is not to be displayed, the display request for the manned switching button SW is not transmitted to the user terminal 2. Also, instead of transmitting or not transmitting a display request, a display / hide request may be transmitted to the user terminal.

[0148] In step S111, the display unit 2d of the user terminal 2 displays the response information received from the server device 1.

[0149] In step S112, the display unit 2d of the user terminal 2 displays, for example, a bot evaluation button AP1 and a manned switching button SW, as shown in Fig. 17. Here, if a display request for the manned switching button SW is received from the server device 1, the manned switching button SW is displayed, and if a display request for the manned switching button SW is not received, the manned switching button SW is not displayed.

[0150] In step S113, when the manned switching button SW is displayed, the input unit 2c of the user terminal 2 accepts a switching operation by pressing the manned switching button SW. When the switching operation is accepted (in the figure, this is "when a switching operation is accepted"), the user terminal 2 proceeds to step S114.

[0151] In step S114, the communication unit 2a of the user terminal 2 requests the server device 1 to send a manned response.

[0152] In step S115, the response status management unit 33 of the server device 1 responds to the request from the user terminal 2 and sets the server device 1 to the "waiting for manned response" state.

[0153] In step S116, the communication unit 31 of the server device 1 calls an operator. For example, a screen such as that shown in FIG.

[0154] In step S117, the input unit 5c of the operator terminal 5 accepts an operation to start manned response.

[0155] In step S118, the display unit 5d of the operator terminal 5 displays a chat screen when manned response begins.

[0156] As described above, when manned response is started, for example, the following screen is displayed on the operator terminal 5.

[0157] Fig. 22 is a diagram showing an example of an operation screen when a person is responding. Compared to the screen shown in Fig. 20, it differs in that it says "I am responding." In this way, the screen switches to "personal response."

[0158] In step S119, the communication unit 5a of the operator terminal 5 notifies the start of manned response.

[0159] In step S120, the response status management unit 33 of the server device 1 sets the response status to "attended by an attendant."

[0160] In step S121, the operator status management unit 34 of the server device 1 sets the operator status to "on call."

[0161] In step S122, the communication unit 31 of the server device 1 notifies the operator of the status.

[0162] In step S123, the device control unit 5b of the operator terminal 5 sets the status of the operator to "on call."

[0163] In step S124, the communication unit 31 of the server device 1 notifies the start of manned response.

[0164] In step S125, the display unit 2d of the user terminal 2 displays a screen for chatting with the operator.

[0165] In step S126, the communication unit 2a of the user terminal 2 and the communication unit 5a of the operator terminal 5 transmit and receive chat information entered by the user or operator via the server device 1, thereby realizing a chat between the user and the operator.

[0166] As described above, when a human response is provided, the response will switch from a chatbot to a chat with an operator, for example, as shown below.

[0167] 23 is a diagram showing an example of switching to manned response. For example, the chat CT performed in step S126 is realized by an exchange of input by a user (hereinafter referred to as "user input INUR") and input by an operator (hereinafter referred to as "operator input INOP"), as shown in the figure.

[0168] The user input INUR is a question or the like inputted at the user terminal.

[0169] An operator input INOP is a response to a question entered at an operator terminal.

[0170] In this way, manned chat CT is carried out.

[0171] When the chat CT ends, an evaluation of the human response may be accepted in addition to the evaluation of the chatbot. For example, the evaluation of the human response may be accepted on the following screen.

[0172] 24 is a diagram showing an example of a screen that accepts an evaluation operation for a manned response. For example, the screen displays a button for inputting an evaluation for a manned response (hereinafter referred to as "manned response evaluation button AP2"). In this way, customer satisfaction and the like may be evaluated separately from the bot using the manned response evaluation button AP2 and the like.

[0173] In step S127, the input unit 5c of the operator terminal 5 accepts an operation to end manned response. Specifically, the input unit 5c accepts an operation to press an "End conversation" button displayed in Fig. 25, which will be described later. Also, manned response may be ended if no conversation occurs within a predetermined time.

[0174] In step S128, the communication unit 5a of the operator terminal 5 notifies the completion of manned response.

[0175] During manned response, the operator terminal 5 displays, for example, the following screen.

[0176] 25 is a diagram showing an example of a screen displayed by the operator terminal in manned response. For example, the operator terminal 5 may display a response history of responses made by a bot (hereinafter referred to as "bot response history INFB"), etc.

[0177] The bot response history INFB indicates the response information given by the bot before switching to human response. With this bot response history INFB, the operator can understand how the bot responded.

[0178] The manned response is performed on the manned response screen INFH, etc. As described above, the manned response allows for a more detailed response, which can increase user satisfaction.

[0179] In step S129, when the chat between the user and the operator ends, the status management unit 33 of the server device 1 sets the status to "completed."

[0180] In step S130, the operator status management unit 34 of the server device 1 sets the operator status to "available."

[0181] In step S131, the communication unit 31 of the server device 1 notifies the operator of the status.

[0182] In step S132, the device control unit 5b of the operator terminal 5 sets the operator's status to "available."

[0183] In step S133, the communication unit 31 of the server device 1 transmits the evaluation items for manned response.

[0184] In step S134, the display unit 2d of the user terminal 2 displays, for example, a screen as shown in FIG.

[0185] In step S135, the input unit 2c of the user terminal 2 receives an evaluation of the manned response.

[0186] In step S136, the communication unit 2a of the user terminal 2 transmits the evaluation information.

[0187] In step S137, the processing content acquisition unit 13 of the server device 1 stores the history of the evaluation information and the like.

[0188] <Example of data stored in the server device> The server device 1 manages the status of the operator, for example, as shown in Table 1 below.

[0189] [Table 1] In the above (Table 1), "operator ID" is an ID (Identification) that identifies an operator.

[0190] "Status" indicates the state of the operator.

[0191] The server device 1 also has, for example, the following data (Table 2).

[0192] [Table 2] "Session ID" is an ID that identifies a chat or the like.

[0193] "Status" indicates the response status.

[0194] "Operator" indicates the operator in charge if a person is on duty.

[0195] The "start date and time" indicates the date and time when the response by chat or the like started.

[0196] The "first question" is the information entered first.

[0197] The "answer category" is a category that is classified based on input information, etc.

[0198] "History" indicates the history of chats, etc. For example, the history is stored in JSON (JavaScript (registered trademark) Object Notation) format as follows:

[0199] FIG. 26 is a diagram illustrating an example of the history.

[0200] The "enterer of input" refers to the entity that issued the question, etc. In this case, the "enterer of input" is a "user," a "bot," or an "operator."

[0201] "Chat content" includes the question entered or the content of the response.

[0202] "Date and time" is the date and time when the question was asked.

[0203] The response processing unit 22 of the server device 1 displays the bot response history INFB based on the history information shown in Table 2 above and Fig. 26. Specifically, the history corresponding to the session ID of the operator call is acquired, and the bot response history INFB is displayed based on the information stored in the history, for example, as shown on the screen in Fig. 25.

[0204] <Example of functional configuration> 27 is a diagram showing an example of the functional configuration of an information processing system. For example, the chatbot system 100 has a functional configuration including an acquisition unit 100F1, a search unit 100F2, a response unit 100F3, an evaluation unit 100F4, and a switching unit 100F5. It is also desirable that the chatbot system 100 further has a functional configuration including a first setting unit 100F6 and a second setting unit 100F7. The following description will be given using the functional configuration shown in the figure as an example.

[0205] The acquisition unit 100F1 performs an acquisition procedure for acquiring input information input to a user terminal. For example, the acquisition unit 100F1 is realized by the communication I / F 105, etc. The acquisition unit 100F1 is also configured by the communication unit 31, etc.

[0206] The search unit 100F2 performs a search procedure for searching for response information to input information. For example, the search unit 100F2 is realized by the CPU 101, etc. The search unit 100F2 is also composed of the input information analysis unit 11, etc.

[0207] The response unit 100F3 performs a response procedure to return response information to the user terminal in response to the input information. For example, the response unit 100F3 is realized by the communication I / F 105, etc. The response unit 100F3 is also made up of the response processing unit 12, etc.

[0208] The evaluation unit 100F4 performs an evaluation procedure of receiving an evaluation operation from a user terminal. For example, the evaluation unit 100F4 is realized by the communication I / F 105, etc. The evaluation unit 100F4 is also configured by the communication unit 31, etc.

[0209] The switching unit 100F5 performs a switching procedure to accept a switching operation. For example, the switching unit 100F5 is realized by the communication I / F 105, etc. The switching unit 100F5 is also configured by the response processing unit 12, etc.

[0210] The first setting unit 100F6 performs a first setting procedure for setting whether or not to provide manned response. For example, the first setting unit 100F6 is realized by the communication I / F 105, etc. The first setting unit 100F6 is also configured by the operator status management unit 34, etc.

[0211] The second setting unit 100F7 performs a second setting procedure for setting whether or not an operator is available for manned response. For example, the second setting unit 100F7 is realized by the operation I / F 506, etc. The second setting unit 100F7 is also configured by the device control unit 5b, etc.

[0212] <Other embodiments> Although specific examples have been described above, the present invention is not limited to the examples and modifications shown above. In other words, various modifications and improvements are possible within the scope of the present invention. For example, configurations constructed by combining the components of the various modifications in the embodiments and modifications are also included within the scope of the present invention.

[0213] Also, for example, the user-side control unit and the management-side control unit are included in one server device, but they may be separated and included in two or more server devices. In this case, the database may also be provided separately from the server device, and each of the two or more server devices may communicate with the database.

[0214] Furthermore, in the server device according to the embodiment, each database stores character string information, but this is not limiting, and the database may store information such as images and sounds.

[0215] Furthermore, the present invention may be a program for executing an information processing method, or may be a non-transitory computer-readable recording medium on which the program is recorded. Needless to say, the program can be distributed via a transmission medium such as the Internet.

[0216] Furthermore, the ordinal numbers, quantities, and other numbers used above are all examples for specifically explaining the technology of the present invention, and the present invention is not limited to the exemplified numbers. Furthermore, the connection relationships between the components are examples for specifically explaining the technology of the present invention, and the connection relationships for realizing the functions of the present invention are not limited to these. [Explanation of symbols]

[0217] 1. Server device 2. User terminal 2a Communication Department 2b Equipment control section 2c Input section 2d display 3. Administrator terminal 3a Communication Department 3b Equipment control section 3c Input section 3d display 4. Communication Network 5 Operator terminal 5a Communications Department 5b Equipment control section 5c Input section 5d display 10 User side control section 11 Input information analysis unit 12 Response processing section 13 Processing content acquisition unit 20 Management control section 21 Input information analysis unit 22 Response processing section 31 Communications Department 32 Input information monitoring unit 100 Chatbot Systems 100F1 Acquisition Department 100F2 Search section 100F3 Response section 100F4 Evaluation Department 100F5 Switching unit 100F6 First setting unit 100F7 Second setting section AP1 Bot Rating Button AP2 Manned response evaluation button CBX checkbox CT Chat 41 Keyword DB 42 Synonym DB 43 Dialogue Scenario DB 44 Category DB 45 Question-Answer DB 46 History DB 47 Dialogue History DB INFA Response information INFB Bot Response History INFC Category Information INFH manned response screen INFI input information INFQ Last minute input information INOP Operator Input INUR User Input MES Messages SET status switch SW Manned switch button [Prior art documents] [Patent documents]

[0218] [Patent Document 1] Japanese Patent Application Publication No. 2018-163525

Claims

1. An information processing system having one or more information processing devices connected to a user terminal that receives input from a user and an operator terminal that receives input from an operator, an acquisition unit that acquires input information input to the user terminal; a search unit that searches for response information in response to the input information; a response unit that responds to the input information with response information to the user terminal; a determination unit that determines whether to display a switching reception screen for receiving a switching operation to switch between the user terminal and the operator terminal so as to perform a chat; a control unit that displays the switching acceptance screen on the user terminal based on a determination result by the determination unit. Information processing system.

2. The determination unit Determine whether or not the switching acceptance screen is to be displayed based on the state of the operator operating the operator terminal. The information processing system according to claim 1 .

3. The determination unit Whether or not to display the switching reception screen is determined based on whether the status of the operator operating the operator terminal is available, unavailable, or currently available. The information processing system according to claim 2 .

4. a setting unit that sets whether or not to chat between the user terminal and the operator terminal; The determination unit Determine whether or not to display the switching reception screen based on the setting by the setting unit. The information processing system according to any one of claims 1 to 3.

5. The determination unit When the response unit responds to the user terminal, it is determined that the switching acceptance screen should be displayed. The information processing system according to any one of claims 1 to 4.

6. The control unit displaying, on the user terminal, an evaluation reception screen for receiving, from the user terminal, an evaluation operation for inputting an evaluation on the response information; The determination unit When the evaluation acceptance screen is displayed on the user terminal, it is determined that the switching acceptance screen is to be displayed. The information processing system according to any one of claims 1 to 5.

7. An information processing system having a user terminal that receives input from a user, an operator terminal that receives input from an operator, and one or more information processing devices connected to the user terminal and the operator terminal, The one or more information processing devices include: an acquisition unit that acquires input information input to the user terminal; a search unit that searches for response information in response to the input information; a response unit that responds to the input information with response information to the user terminal; a determination unit that determines whether to display a switching reception screen for receiving a switching operation to switch between the user terminal and the operator terminal so as to perform a chat; a control unit that displays the switching reception screen on the user terminal based on a determination result by the determination unit, The user terminal a display unit that displays the switching reception screen based on a display request from the one or more information processing devices; Information processing system.

8. An information processing method performed by an information processing system having a user terminal that receives input from a user, an operator terminal that receives input from an operator, and an information processing device connected to the user terminal and the operator terminal, an acquisition step in which an information processing system acquires input information input to the user terminal; a search procedure in which the information processing system searches for response information to the input information; a response procedure in which the information processing system responds to the input information with the response information to the user terminal; a determination step in which the information processing system determines whether to display a switching reception screen for receiving a switching operation for switching to perform a chat between the user terminal and the operator terminal; and a control procedure in which the information processing system causes the user terminal to display the switching acceptance screen based on a determination result of the determination procedure.

9. A program for causing a computer to execute the information processing method according to claim 8.

Images