Information processing device, information processing method, and information processing system

Abstract

To provide an information processing device, an information processing method, and an information processing system that can improve the work efficiency of unskilled people.SOLUTION: In a business support system 100 in which a server 1, a user terminal 2, and a supporter terminal 3 are communicatively connected to each other via a network, the server, which is an information processing device, includes an acquisition unit, a determination unit, an inquiry processing unit, and a communication processing unit. The acquisition unit acquires a user's experience value. The determination unit determines the user's proficiency level on the basis of the experience value. If the user's proficiency level is low, the inquiry processing unit extracts support candidates on the basis of the experience values of other users. The communication processing unit outputs information about the support candidates.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] FIELD Embodiments of the present invention relate to an information processing device, an information processing method, and an information processing system. [Background technology]

[0002] Workflow systems are known in companies and other organizations that circulate document data such as various application forms for approval and settlement. In a workflow system, for example, when creating an application form, the drafter enters the necessary information and attaches evidence such as certificates required for the application. Once the drafter has completed their work, the document data is circulated to the person who will approve it, seal it, and approve it, etc., according to the circulation route.

[0003] In conventional workflow systems, the way workflows are used is often dependent on the individual of each organization, and inexperienced or less experienced workflow users may not be able to understand how to use the system, which can lead to poor work efficiency.Therefore, there is a need for a business support system that can introduce experienced users to inexperienced or less experienced workflow users, thereby improving work efficiency. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Application Publication No. 9-198326 Summary of the Invention [Problem to be solved by the invention]

[0005] The problem to be solved by the embodiments of the present invention is to provide an information processing device, an information processing method, and an information processing system that can improve the work efficiency of inexperienced workers. [Means for solving the problem]

[0006] In one embodiment, the information processing device includes an acquisition unit, a determination unit, a query processing unit, and a communication processing unit. The acquisition unit acquires a user's experience value. The determination unit determines the user's proficiency level based on the experience value. If the user's proficiency level is low, the query processing unit extracts support candidates based on the experience values ​​of other users. The communication processing unit outputs information about the support candidates. [Brief explanation of the drawings]

[0007] [Figure 1] FIG. 1 is a block diagram illustrating a business support system according to an embodiment. [Figure 2] FIG. 2 is a sequence diagram showing an example of a procedure for information processing by the task support system according to the embodiment. [Figure 3] FIG. 3 is a flowchart illustrating an example of a procedure for information processing related to proficiency level determination by the server according to the embodiment. [Figure 4] FIG. 4 is a flowchart illustrating an example of a procedure of information processing related to inquiry processing by the server according to the embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0008] (Embodiment) Hereinafter, the embodiments will be described with reference to the drawings. In the drawings, the same components are denoted by the same reference numerals whenever possible, and duplicated explanations will be omitted. (Configuration example) FIG. 1 is a block diagram illustrating a business support system 100 according to an embodiment. The business support system 100 includes a server 1, a user terminal 2, and a supporter terminal 3. The server 1, the user terminal 2, and the supporter terminal 3 are communicably connected to each other via a network. For example, the network is configured from one or more networks selected from various networks such as the Internet, a mobile communication network, and a LAN (Local Area Network). The one or more networks may include a wireless network or a wired network. Note that the business support system 100 may also refer to a system including at least two devices selected from the server 1, the user terminal 2, and the supporter terminal 3.

[0009] The server 1 is a device that collects data and processes the collected data. The server 1 is communicably connected to the user terminal 2 and the supporter terminal 3 via a network. The server 1 receives various data from the user terminal 2 and the supporter terminal 3, and outputs various data to the user terminal 2 and the supporter terminal 3. The server 1 is an example of an information processing device. An example of the configuration of the server 1 will be described later. The server 1 may also be a server used in a cloud service.

[0010] Server 1 provides a workflow service for processing applications and other documents, from creation to approval or settlement. The workflow service provides, for example, a workflow for creating and managing document data. A workflow includes a series of tasks in which a drafter creates document data and circulates the document data to the next worker according to a predetermined circulation route. Creating document data includes entering necessary information and attaching necessary documents. Circulation includes notifying the next worker. The next worker checks the document data created by the drafter. The next worker may include an inspector and an approver. The workflow service may include multiple workflows. A workflow is, for example, a workflow set for each task that can be viewed or performed by multiple workers within an organization. The organization may include workers who perform tasks from the start to completion of the workflow. An organization may be, for example, a company, enterprise, or office. An organization is not limited to the above and may also be a community including multiple workers. A workflow may include, for example, a series of tasks such as drafting, approval, and settlement. The workflow may include, for example, the creation of various applications such as travel expense applications and facility use applications, the creation of reports, and the creation of requests. The workflow may also include the sharing of information within an organization. The workflow may be set for each business, task, or topic.

[0011] The server 1 provides a query service for querying supporters related to workflows. The query service may be a service included in the workflow service. The query service may be a service separate from the workflow service. The query service is, for example, a service that queries supporters for each workflow and provides information about the supporters to the worker. A supporter is a person who supports the worker's work. Support includes actions to improve the efficiency of the worker's work. Support includes, for example, accepting questions from the worker and providing answers. Support includes resolving the worker's concerns. Support includes helping the worker with their work. Support may include support related to workflows, support related to using workflow services, etc. A supporter is also called a consultant. A supporter can be selected from those skilled in workflows. A skilled person is, for example, a worker, appraiser, or approver who has extensive experience working with workflows. A skilled person may be a worker, appraiser, or approver who has extensive knowledge about workflows. A skilled person is a worker, appraiser, or approver whose experience value for each workflow is equal to or exceeds a predetermined threshold. The experience value can be calculated based on the work history. The work history includes, for example, the number of times a task was performed, the duration of the task, etc. The experience value can be calculated based on the support history. The support history includes, for example, the number of times support was provided, the duration of support, the duration of the supportee's work, etc.

[0012] The server 1 selects a support candidate from among the skilled workers and provides the worker with information about the support candidate. The support candidate is a candidate for a supporter. The support candidate may be the same person as the seal-applicant or approver, or may be a different person. The person being supported is the drafter, applicant, or worker. The person being supported is an example of a user of the user terminal 2.

[0013] The user terminal 2 is a device capable of communicating with other electronic devices. The user terminal 2 is a device used by the drafter of the workflow. For example, the user terminal 2 is a PC (Personal Computer), a smartphone, a tablet terminal, etc., but is not limited to these. The user of the user terminal 2 uses the workflow service and the inquiry service via the user terminal 2. The user of the user terminal 2 may be interpreted as a drafter, an applicant, a worker, or a person.

[0014] The supporter terminal 3 is a device capable of communicating with other electronic devices. The supporter terminal 3 is a device used by a supporter. The supporter terminal 3 is a PC, smartphone, tablet terminal, etc. The user of the supporter terminal 3 may be interpreted as a supporter, support candidate, expert, seal appraiser, approver, or person.

[0015] An example of the configuration of the server 1 will be described. The server 1 is a device including a processing circuit 11, a main memory 12, an auxiliary storage device 13, and a communication interface 14. The components constituting the server 1 are connected to each other so that signals can be input and output. In FIG. 1, the interface is indicated as "I / F."

[0016] The processing circuit 11 corresponds to the central part of the server 1. The processing circuit 11 is an element that constitutes the computer of the server 1. For example, the processing circuit 11 is a CPU (Central Processing Unit), but is not limited to this. The processing circuit 11 may be composed of various circuits. The processing circuit 11 loads a program that is pre-stored in the main memory 12 or the auxiliary storage device 13 into the main memory 12. The program is a program that causes the processing circuit 11 of the server 1 to realize each part described below. The processing circuit 11 performs various operations by executing the program loaded into the main memory 12.

[0017] The main memory 12 corresponds to the main storage portion of the server 1. The main memory 12 is an element that constitutes the computer of the server 1. The main memory 12 includes a non-volatile memory area and a volatile memory area. The main memory 12 stores an operating system or a program in the non-volatile memory area. The main memory 12 uses the volatile memory area as a work area where data is rewritten as appropriate by the processing circuit 11. For example, the main memory 12 includes a ROM (Read Only Memory) as a non-volatile memory area. For example, the main memory 12 includes a RAM (Random Access Memory) as a volatile memory area. The main memory 12 stores programs.

[0018] The auxiliary storage device 13 corresponds to the auxiliary storage portion of the server 1. The auxiliary storage device 13 is an element that constitutes the computer of the server 1. The auxiliary storage device 13 is an EEPROM (registered trademark) (Electric Erasable Programmable Read-Only Memory), an HDD (Hard Disc Drive), an SSD (Solid State Drive), or the like. The auxiliary storage device 13 stores the above-mentioned programs, data used by the processing circuit 11 when performing various processes, and data generated by the processes in the processing circuit 11. The auxiliary storage device 13 stores the above-mentioned programs.

[0019] The auxiliary storage device 13 includes a user information storage area 130. The user information storage area 130 stores user information. The user information includes information such as user identification information, experience points, attribute information, location information, usage history information, and intimacy. The user identification information is identification information that uniquely identifies a user. A user is a user who uses the workflow service. The user identification information is, for example, a user ID. The experience points indicate the experience points for each workflow. The attribute information is information about the user's attributes. The attribute information is information including, for example, the department to which the user belongs, the team to which the user belongs, the project to which the user belongs, etc. The location information is information about the user's location. The location information is information including, for example, the workplace, the name of the business establishment, the name of the branch office, etc. The location information is not limited to this and may be any information that can identify the user's location. The work history information includes information indicating the work history for each workflow. The work history includes information such as the work date and time and the work time. The work history information includes information indicating the last work date for each workflow.

[0020] The intimacy level indicates the degree of closeness between users. The intimacy level indicates the intensity of the relationship between users. The intimacy level is a value generated based on, for example, the quality or quantity of communication between multiple users. Communication between users may include one-way communication and two-way communication. Communication refers to the exchange of text or audio messages between user terminals via email, chat, or electronic conference applications such as web conferencing. For example, the intimacy level is a value set based on the cumulative number of communications between users. For example, the greater the cumulative number of communications between users, the higher the intimacy level between the users may be set. The intimacy level may also be a value set based on the cumulative duration of communication between users. For example, the greater the cumulative duration of communication between users, the higher the intimacy level between the users may be set. For example, the intimacy level between users who participate in the same electronic conference may be set higher. The intimacy level may be generated based on the content and behavior of communication between users, such as email, chat, or electronic conference. User information may be updated as appropriate based on information acquired from the user terminal 2. The user information can be updated as appropriate based on information acquired from the supporter terminal 3.

[0021] The auxiliary storage device 13 includes a workflow storage area 131. The workflow storage area 131 stores information about workflows. The information about workflows includes information such as readers, circulation routes, and authority. A reader indicates a person who circulates document data, etc. created for each workflow. The information about readers is information that can identify the reader. The readers include an inspector and an approver, etc. The circulation route is information that indicates the order in which readers circulate document data, etc. The authority is information that indicates the authority of the worker or reader. The authority indicates the operations that the worker or reader can perform. The operations that can be performed include, for example, creation, update, modification, approval, and return. The information about workflows may also include other information about the workflow. The information about workflows can be set or updated by an administrator of the workflow service, etc.

[0022] The auxiliary storage device 13 may store the work status of a workflow. The work status indicates information indicating the worker, input data, attached data, status, etc. The worker is information that can identify the user performing the work. The input data indicates data such as text of necessary information entered by the worker, and data such as text edited by the worker. The attached data indicates data such as necessary documents. The attached data includes data uploaded to the workflow service. The status indicates the status of the work. The work status includes, for example, drafting, applied for, waiting for approval, waiting for approval, payment completed, etc. The work status can be updated based on the worker's operation.

[0023] The communication interface 14 includes various interfaces that connect the server 1 to other devices via a network in accordance with a predetermined communication protocol so that the server 1 can communicate with other devices.

[0024] The hardware configuration of the server 1 is not limited to the above configuration, and the server 1 allows the omission or modification of the above components and the addition of new components as appropriate.

[0025] Each unit realized in the processing circuit 11 will now be described. The processing circuit 11 realizes an acquisition unit 110, a determination unit 111, a query processing unit 112, an update unit 113, and a communication processing unit 114. Each unit realized in the processing circuit 11 can also be referred to as each function. Each unit realized in the processing circuit 11 can also be referred to as being realized in a control unit including the processing circuit 11 and the main memory 12. The processing circuit 11 is an example of a processing circuit.

[0026] The acquiring unit 110 acquires the user information from the auxiliary storage device 13. The acquiring unit 110 may acquire the user information from the user terminal 2 via the communication interface 14. In the following description, "acquire" may be read as "receive."

[0027] The determination unit 111 performs a determination process regarding proficiency. The determination unit 111 determines the user's proficiency based on user information. The determination unit 111 determines the user's proficiency based on an experience value. Determining the proficiency level includes determining whether the user is an expert or an inexperienced user. An expert indicates a person who has sufficient experience, knowledge, or skill to perform work on a workflow. An inexperienced person indicates a person who does not have sufficient experience, knowledge, or skill to perform work on a workflow. An inexperienced person may also indicate a person who needs support from an expert. An inexperienced person indicates a worker who is the target of the inquiry service. When a user is an expert, the proficiency level is "experienced." When a user is inexperienced, the proficiency level is "inexperienced." When the proficiency level is "experienced," the experience value is equal to or greater than a first threshold, for example. When the proficiency level is "inexperienced," the experience value is less than the first threshold. The first threshold may be set arbitrarily by an administrator, etc.

[0028] The determination unit 111 may determine the user's proficiency level based on the work history information. If the time elapsed since the last work date is equal to or greater than a predetermined value, the determination unit 111 may determine the proficiency level as "unskilled." The predetermined value is, for example, three months or six months. The predetermined value may be arbitrarily set by an administrator or the like.

[0029] The query processing unit 112 performs query processing to query for a supporter. The query processing includes processing to extract support candidates. The query processing unit 112 extracts support candidates based on user information of other users different from the user of the user terminal 2. A support candidate is, for example, an expert whose experience level is equal to or greater than a second threshold. The second threshold can be set arbitrarily by an administrator or the like. The second threshold may be the same as the first threshold or may be a different value. The query processing unit 112 determines the priority level of the support candidate. The priority level indicates priority or order of precedence. The query processing unit 112 determines the priority level of the support candidate based on information related to the priority level.

[0030] The information regarding the priority level is information based on the user information of the support candidate. The information regarding the priority level may be information based on the user information of the worker and the user information of the support candidate. The information regarding the priority level includes information indicating the relationship between the worker and the support candidate. The information indicating the relationship between the worker and the support candidate may include at least one of attribute information, location information, and the intimacy between the worker and the support candidate. The information indicating the relationship between the worker and the support candidate may be a priority score that quantifies information such as attribute information, location information, and the intimacy between the worker and the support candidate. For example, the priority score may be set higher as the attributes are closer. Specifically, if the worker and the support candidate belong to the same department, the priority score may be set higher. If the worker and the support candidate belong to different departments, the priority score may be set lower. For example, the priority score may be set higher as the locations indicated in the location information are closer. Specifically, if the worker and the support candidate belong to the same business establishment, the priority score may be set higher. If the worker and the support candidate belong to different business establishments, the priority score may be set lower. The priority score may be set based on, for example, the degree of intimacy between the worker and the support candidate. Specifically, if the degree of intimacy between the worker and the support candidate is high, the priority score may be set high. If the degree of intimacy between the worker and the support candidate is low, the priority score may be set low. The method for calculating the priority score may be set by an administrator or the like.

[0031] The information about the priority level may include work history information. For example, the shorter the time since the last work date, the higher the priority score may be set. The information about the priority level is not limited to the above, and may be any information that can be quantified as a priority score that indicates the relationship between the worker and the support candidate.

[0032] The updating unit 113 updates the user's experience value. The experience value may be updated based on the work history. The experience value may be updated based on the assistance history. For example, the updating unit 113 may add a predetermined value to the experience value based on the completion of the work by the user. The updating unit 113 may add a different value to the experience value depending on the work time. For example, the updating unit 113 may add additional points to the experience value when the work time by the worker is shorter than the average work time. The updating unit 113 may add a predetermined value to the experience value based on the completion of the assistance by the supporter. The updating unit 113 may add a different value to the experience value depending on the assistance time. For example, the updating unit 113 may add additional points to the experience value when the assistance time by the supporter is longer than the average work time. The updating unit 113 may add a different value to the experience value depending on the work time of the support recipient. For example, the updating unit 113 may add additional points to the experience value when the work time of the support recipient is shorter than the average work time.

[0033] The communication processing unit 114 processes communications between the server 1 and other devices via the network. The communication processing unit 114 outputs various requests or instructions to the user terminal 2 and the supporter terminal 3 via the communication interface 14. The communication processing unit 114 acquires various requests or instructions from the user terminal 2 and the supporter terminal 3 via the communication interface 14.

[0034] (Example of operation) The processing procedure performed by the business support system 100 will be described. In the following description focusing on the server 1, the server 1 may be read as the processing circuit 11. Similarly, in the following description focusing on the user terminal 2, the user terminal 2 may be read as the processing circuit of the user terminal 2. In the following description focusing on the supporter terminal 3, the supporter terminal 3 may be read as the processing circuit of the supporter terminal 3. The processing procedures described below are merely examples, and each process may be modified as much as possible. Furthermore, steps may be omitted, replaced, or added as appropriate depending on the embodiment. In the following process, it is assumed that a user (drafter) of the user terminal 2 uses a workflow service provided by the server 1. The user of the user terminal 2 selects a workflow to work on and performs drafting work. The workflow to work on is also called the target workflow.

[0035] The following process will be explained using an example in which a user of user terminal 2 submits an expense claim. The workflow of an expense claim includes drafting by a drafter, approval by an appraiser, and approval by an approver. Document data created by the drafter is circulated to the appraiser. Document data confirmed by the appraiser is then confirmed by the approver. In this example, the next worker in line after the drafter is the appraiser. The next worker in line after the appraiser is the approver.

[0036] FIG. 2 is a sequence diagram showing an example of a procedure for information processing by the task support system 100 according to the embodiment.

[0037] The processing circuit 11 of the server 1 receives a workflow selection instruction from the user terminal 2. The workflow selection instruction is an instruction to select a target workflow from multiple workflows. In this example, the target workflow is "Expense Application." For example, the user of the user terminal 2 performs an operation to select the target workflow from a menu image displayed on a display device or the like. The menu image may include, for example, a selection button or the like that allows the target workflow to be selected from multiple workflows. The menu image includes multiple workflows, for example, "Travel Expense Application, Expense Application, Facility Use Application, Report Creation," etc. The selection button is an operator that allows the selection instruction for the target workflow to be input. The selection instruction is also called an instruction to start the workflow. The user of the user terminal 2 may select the selection button by touch input or the like in accordance with the menu image. The selection instruction may include identification information that allows the user of the user terminal 2 to be identified.

[0038] The processing circuit 11 determines the user's proficiency level (ACT1). ACT1 may be processing by the determination unit 111. In ACT1, for example, the processing circuit 11 determines the user's proficiency level based on user information acquired from the user information storage area 130. In this example, it is assumed that the processing circuit 11 determines that the user's proficiency level is "unskilled."

[0039] The processing circuit 11 outputs a query processing start instruction request to the user terminal 2. The query processing start instruction request may be output by the communication processing unit 114. The query processing start instruction request is, for example, a message requesting whether or not to start the query processing. The query processing start instruction request includes, for example, a message such as "Do you want to use the query service?" The query processing start instruction request may be at least one of text data, image data, audio data, and video data. The user terminal 2 may display a query processing selection image including a selection button that allows the user to select whether or not to start the query processing on the display device of the user terminal 2. The selection button is, for example, an operator that allows the user to input an instruction regarding whether or not to start the query processing. In this case, the user may select the selection button by touch input or the like to instruct whether or not to start the query processing. In this example, it is assumed that the user selects whether or not to start the query processing. The user terminal 2 outputs a query processing start instruction to the server 1 based on the user's operation of the selection button or the like.

[0040] The processing circuit 11 performs inquiry processing based on the inquiry processing start instruction (ACT2). ACT2 may be processing by the inquiry processing unit 112. In ACT2, for example, the processing circuit 11 extracts support candidates based on user information of other users. The other users indicate, for example, users who have access rights to the target workflow. The processing circuit 11 determines the priority level of the support candidates. The processing circuit 11 outputs information about the extracted support candidates to the user terminal 2. The information about the support candidates may be output by the communication processing unit 114. The information about the support candidates may include information indicating the priority level of the support candidates.

[0041] The user of the user terminal 2 selects a supporter from among the support candidates. The user of the user terminal 2 may select a supporter in accordance with a supporter selection request message. The supporter selection request message is, for example, a message requesting an instruction to select a supporter from the support candidates. The supporter selection request message includes, for example, a message such as "Please select a supporter (consultant)." The supporter selection request message may be at least one of text data, image data, audio data, and video data. The user terminal 2 may display, on the display device, a supporter selection image including selection buttons that can be used to select a supporter. The selection buttons are, for example, controls that can input instructions to select a supporter. In this case, the user may select the selection button by touch input or the like to instruct the selection of a supporter. The user terminal 2 outputs a supporter selection instruction to the server 1 based on the user's operation of the selection button or the like.

[0042] The processing circuit 11 outputs a communication start instruction to the supporter terminal 3 of the selected supporter based on the supporter selection instruction. The processing circuit 11 may output the communication start instruction to the supporter terminal 3 based on, for example, a communication means provided by the workflow service. The processing circuit 11 may output the communication start instruction to the supporter terminal 3 via an application different from the workflow service. For example, the processing circuit 11 may activate an email function or a chat function provided by the workflow service and output a notification to the supporter terminal 3. The processing circuit 11 may generate an email including a text message and activate a mailer or the like to send the email to the email address of the supporter terminal 3. The processing circuit 11 may activate a chat application and send a chat message including the text message to an account of the supporter terminal 3.

[0043] The user of the user terminal 2 receives support from the supporter through communication with the supporter terminal 3. For example, the user of the user terminal 2 may ask the supporter a question about an expense claim. For example, the user of the user terminal 2 may ask the supporter how to upload the necessary documents required for the expense claim. The user of the user terminal 2 completes the work with the supporter's support. The user terminal 2 outputs a work completion instruction to the server 1. The user of the user terminal 2 outputs the completion instruction to the server 1 by, for example, selecting a completion button or the like included in an input image displayed on the display device of the user terminal 2. The input image is an image used by the drafter to perform the work. The completion button is an operator that can input a work completion instruction. The completion instruction may include identification information that can identify the user of the user terminal 2.

[0044] The processing circuitry 11 circulates the document data to the next worker based on the completion instruction. The processing circuitry 11 identifies the next worker according to, for example, the circulation route of the target workflow. The processing circuitry 11 may notify the next worker. Based on the notification, the next worker may access the workflow service and start work.

[0045] The processing circuit 11 updates the experience value (ACT3). ACT3 may be processing by the update unit 113. In ACT3, for example, the processing circuit 11 updates the user's experience value based on the user's completion of work. For example, the processing circuit 11 adds a predetermined value to the experience value linked to the workflow in which the work has been completed. The processing circuit 11 may add additional points to the experience value if the user's work time is shorter than the average work time of the target workflow.

[0046] The processing circuit 11 may update the experience value of the supporter. For example, the processing circuit 11 may add a predetermined value to the experience value linked to the workflow supported by the supporter. The processing circuit 11 may add additional points to the experience value when the support time provided by the supporter is longer than the average work time. The processing circuit 11 may add additional points to the experience value when the work time of the supportee is shorter than the average work time.

[0047] The processing circuitry 11 may update the user information stored in the user information storage area 130 based on the updated experience value.

[0048] In ACT1, if the user's proficiency level is determined to be "proficient," the processing circuitry 11 may omit the inquiry process. In this case, the processing circuitry 11 circulates the document data to the next worker based on the user's work completion instruction. The processing circuitry 11 updates the user's experience value.

[0049] The proficiency level determination process will be described. FIG. 3 is a flowchart showing an example of a procedure for information processing related to proficiency level determination by the server 1 according to the embodiment.

[0050] The processing circuit 11 acquires user information of the user of the user terminal 2 stored in the user information storage area 130 (ACT11). ACT11 may be processing by the acquisition unit 110. In ACT11, for example, the processing circuit 11 acquires user information from the user information storage area 130 based on user identification information of the user of the user terminal 2.

[0051] The processing circuit 11 determines the user's proficiency level based on the user information (ACT12). ACT12 may be processing by the determination unit 111. In ACT12, for example, the processing circuit 11 acquires the user's experience value linked to the target workflow. The processing circuit 11 determines the user's proficiency level based on the user's experience value. As a specific example, the processing circuit 11 compares the user's experience value with a first threshold. The first threshold may be, for example, an average value of the experience values ​​of multiple users related to the target workflow. If the user's experience value is less than the first threshold, the processing circuit 11 determines the user's proficiency level to be "inexperienced." The proficiency level of "inexperienced" corresponds to being an inexperienced person. If the user's experience value is equal to or greater than the first threshold, the processing circuit 11 determines the user's proficiency level to be "experienced." The proficiency level of "experienced" corresponds to being an expert.

[0052] The processing circuitry 11 may determine the user's proficiency level based on the user's work history information. For example, the processing circuitry 11 acquires the user's work history information associated with the target workflow. If the elapsed time since the last work date is equal to or greater than a predetermined value, the processing circuitry 11 determines the user's proficiency level as "unskilled."

[0053] The processing circuit 11 may determine the proficiency level based on the user's experience value and the user's work history information. For example, the processing circuit 11 may determine the user's proficiency level as "unskilled" even if the user's proficiency level is determined to be "proficient" based on the user's experience value, if the elapsed time since the last work date is equal to or greater than a predetermined value. The processing circuit 11 may determine the user's proficiency level as "proficient" even if the user's proficiency level is determined to be "unskilled" based on the user's experience value, if the elapsed time since the last work date is less than a predetermined value. The processing circuit 11 may determine the user's proficiency level as "proficient" even if the user's proficiency level is determined to be "proficient" based on the user's experience value, if the elapsed time since the last work date is less than a predetermined value. The processing circuit 11 may determine the user's proficiency level as "unskilled" even if the user's proficiency level is determined to be "unskilled" based on the user's experience value, if the elapsed time since the last work date is equal to or greater than a predetermined value.

[0054] In addition, processing circuitry 11 may further determine the proficiency level based on work history information only for users whose proficiency level has been determined to be "proficient" based on the user's experience value. Processing circuitry 11 may change the user's proficiency level from "proficient" to "unproficient" if the elapsed time since the last work date is equal to or greater than a predetermined value. Processing circuitry 11 may determine the user's proficiency level to be "proficient" if the elapsed time since the last work date is less than a predetermined value.

[0055] According to this example, the server 1 can acquire the user's experience value and determine the user's proficiency level based on the experience value. Therefore, the server 1 can appropriately determine users who need support for each workflow. The server 1 can also acquire the user's work history information and determine the user's proficiency level based on the work history information. For example, if a long time has passed since the last work day, the current workflow usage method, rules, etc. may differ from those of the last work day, or the user may have forgotten the usage method, rules, etc. The server 1 can determine that a user with a high experience value is inexperienced if a long time has passed since the last work day. Therefore, the server 1 can more appropriately determine users who need support.

[0056] The query process will now be described. FIG. 4 is a flowchart showing an example of a procedure of information processing related to inquiry processing by the server 1 according to the embodiment.

[0057] The processing circuit 11 extracts support candidates based on user information (ACT21). ACT21 may be processing by the query processing unit 112. In ACT21, for example, the processing circuit 11 acquires user information stored in the user information storage area 130. The processing circuit 11 acquires user information of all users who have access rights to the target workflow. The processing circuit 11 acquires experience points related to the target workflow. The processing circuit 11 extracts users whose experience points are equal to or greater than a second threshold as support candidates. The support candidates may be the same as experts. The support candidates may be experts whose experience points are equal to or greater than the second threshold. The second threshold may be, for example, higher than the first threshold. The second threshold may be the same as the first threshold. Note that the processing circuit 11 may extract support candidates based on work history information. For example, the processing circuit 11 may extract users whose experience points are equal to or greater than the second threshold and whose elapsed time since their last work date is less than a predetermined value as support candidates.

[0058] The processing circuit 11 determines a priority level of the support candidate (ACT22). ACT22 may be processing by the query processing unit 112. In ACT22, for example, the processing circuit 11 determines a priority level of the support candidate based on user information of the support candidate. The processing circuit 11 determines a priority level of the support candidate based on information related to the priority level. The processing circuit 11 may determine a priority level of the support candidate based on a priority score.

[0059] The processing circuitry 11 may determine the priority level of the support candidate based on information regarding a plurality of priority levels. The processing circuitry 11 may determine the priority level of the support candidate based on weighting set for the information regarding the priority levels. The weighting for the information regarding the priority levels may be set by an administrator or the like. For example, the processing circuitry 11 may weight the priority score related to the intimacy level, calculate the priority score for the information regarding the plurality of priority levels, and determine the priority level of the support candidate.

[0060] Information regarding priority levels may be set by an administrator or the like. Different information regarding priority levels may be set for each workflow. The method of calculating priority scores may differ for each workflow. Weighting settings may differ for each workflow.

[0061] The processing circuitry 11 may determine the priority level of a support candidate based on information within the organization. The information within the organization includes, for example, information about a user's absence. The absence information includes information about taking a vacation, going out, working from home, etc. The absence information may also include information about a substitute when a user is absent. The processing circuitry 11 may set a low priority level when a support candidate is absent. The information within the organization is not limited to absence information. The information within the organization may also include information obtained through communication tools such as an SNS (Social Networking Service) within the organization. The information within the organization may also be, for example, information that can be updated at any time by persons belonging to the organization. According to this example, the processing circuitry 11 can use information about support candidates that is updated at any time, thereby determining a more appropriate priority level for the support candidate.

[0062] The processing circuitry 11 outputs information about the support candidates to the user terminal 2 (ACT23). ACT23 may be processing by the communication processing unit 114. In ACT23, for example, the processing circuitry 11 outputs information that enables identification of the support candidates to the user terminal 2. The processing circuitry 11 may output information about multiple support candidates to the user terminal 2. The processing circuitry 11 may output information indicating the priority levels of the support candidates to the user terminal 2. The processing circuitry 11 may output only information about the support candidate with the highest priority level among the multiple support candidates to the user terminal 2. The processing circuitry 11 may output information about a predetermined number of support candidates among the multiple support candidates in descending order of priority level to the user terminal 2.

[0063] According to this example, if a user's proficiency level is low, the server 1 can extract support candidates based on the experience of other users and output information about the support candidates to the user terminal 2. Therefore, by extracting users with high experience with the target workflow as support candidates, the server 1 can provide users who are suitable for support as support candidates and appropriately support the inexperienced user. The server 1 can also determine the priority level of the support candidate based on the user information of the support candidate. For example, the server 1 can determine the priority level of the support candidate based on information indicating the relationship between the worker and the support candidate. If the attributes of the worker and the support candidate are the same, the worker and the support candidate are likely to have similar work content. Furthermore, if the worker and the support candidate have a high level of intimacy, the worker is likely to be able to easily communicate with the support candidate. Therefore, the server 1 can set a high priority level for appropriate support candidates for each worker. By providing the user of the user terminal 2 with support candidates who are easy to communicate with, the server 1 can create an environment in which inexperienced users can easily receive support. The user of the user terminal 2 can select a supporter based on the priority level. This allows the server 1 to refer the inexperienced person to an appropriate assistant, thus improving the work efficiency of the inexperienced person.

[0064] (Other embodiments) The above-described embodiment has been described using a workflow service as an example, but is not limited thereto. The above-described embodiment can also be applied to services such as SNS where multiple users communicate or share information. In this case, the term "workflow" can be read as "topic." The server 1 provides a query service that queries supporters for each topic. An expert refers to a person who has sufficient experience, knowledge, or skills in a topic.

[0065] The information processing device may be realized by a single device such as the server 1, or may be realized by multiple devices with distributed functions. In the latter case, the information processing device also includes the meaning of an information processing system made up of multiple devices.

[0066] 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 that can cause a computer of the apparatus to execute each function. The above-described embodiments may be applied to a recording medium that stores 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.

[0067] The processing circuitry includes one or more circuits that perform multiple processes with multiple functions, such as, but not limited to, a processor, an ASIC (Application Specific Integrated Circuit), or an FPGA (Field-Programmable Gate Array).

[0068] Each of the one or more circuits constituting the processing circuit performs one or more of the multiple processes. When the processing circuit is composed of a single circuit, the single circuit performs all of the multiple processes. When the processing circuit is composed of multiple circuits, each of the multiple circuits performs a part of the multiple processes. The part of the multiple processes may be one of the multiple processes, or two or more of the multiple processes. When the processing circuit is composed of multiple circuits, the multiple circuits may be included in a single device or may be distributed across multiple devices.

[0069] The program may be transferred in a state where it is stored in a device, or in a state where it is not stored in a device. 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 form of the recording medium is not important as long as it is a medium that can store the program and is computer-readable, such as a CD-ROM or a memory card.

[0070] Although the embodiments of the present invention have 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, when implementing the present invention, specific configurations according to the embodiments may be appropriately adopted.

[0071] In short, this invention is not limited to the above-described embodiments, and in the implementation stage, the components can be modified and embodied without departing from the spirit of the invention. Furthermore, various inventions can be formed by appropriately combining multiple components disclosed in the above-described embodiments. For example, some components may be omitted from all the components shown in the embodiments. Furthermore, components from different embodiments may be appropriately combined.

[0072] (Addendum) The above embodiment may be expressed as follows: (1) an acquisition unit for acquiring user experience points; a determination unit that determines a proficiency level of the user based on the experience value; a query processing unit that extracts support candidates based on the experience of other users when the user's proficiency level is low; a communication processing unit that outputs information about the support candidate; An information processing device comprising: (2) The experience value is an experience value for each workflow. An information processing device according to (1). (3) the acquisition unit acquires work history information of the user; the determination unit determines the proficiency level based on the work history information. The information processing device described in (1). (4) the query processing unit determines a priority level of the support candidate based on user information of the support candidate; the communication processing unit outputs information indicating a priority level of the support candidate. An information processing device according to (1). (5) acquiring user experience points; determining a proficiency level of the user based on the experience value; If the user's proficiency level is low, extracting a support candidate based on the experience of other users; outputting information about the support candidate; An information processing method comprising: (6) In an information processing system including an information processing terminal and an information processing device, The information processing device includes: an acquisition unit that acquires an experience value of a user of the information processing terminal; a determination unit that determines a proficiency level of the user based on the experience value; a query processing unit that extracts support candidates based on the experience of other users when the user's proficiency level is low; a communication processing unit that outputs information about the support candidate to the information processing terminal; Equipped with Information processing system. [Explanation of symbols]

[0073] 1...server, 2...user terminal, 3...supporter terminal, 11...processing circuit, 12...main memory, 13...auxiliary storage device, 14...communication interface, 100...business support system, 110...acquisition unit, 111...determination unit, 112...query processing unit, 113...update unit, 114...communication processing unit, 130...user information storage area, 131...workflow storage area.

Claims

1. an acquisition unit that acquires an experience value of a user; a determination unit that determines a proficiency level of the user based on the experience value; a query processing unit that extracts support candidates based on the experience of other users when the user's proficiency level is low; a communication processing unit that outputs information about the support candidate; An information processing device comprising:

2. The experience value is an experience value for each workflow. The information processing device according to claim 1 .

3. the acquisition unit acquires work history information of the user, the determination unit determines the proficiency level based on the work history information. The information processing device according to claim 1 .

4. The query processing unit determines a priority level of the support candidate based on user information of the support candidate; the communication processing unit outputs information indicating a priority level of the support candidate. The information processing device according to claim 1 .

5. Obtaining a user's experience value; determining a proficiency level of the user based on the experience value; If the user's proficiency level is low, extracting a support candidate based on the experience of other users; outputting information about the support candidate; An information processing method comprising:

6. In an information processing system including an information processing terminal and an information processing device, The information processing device includes: an acquisition unit that acquires an experience value of a user of the information processing terminal; a determination unit that determines a proficiency level of the user based on the experience value; a query processing unit that extracts support candidates based on the experience of other users when the user's proficiency level is low; a communication processing unit that outputs information about the support candidate to the information processing terminal; Equipped with Information processing system.

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