Information processing device, information processing method and program

Abstract

To provide an information processing device, an information processing method and a program which allocate a more appropriate staff member according to an importance degree of inquiry contents.SOLUTION: An information processing device acquires an importance degree of inquiry contents included in inquiry information and indicating one of a prescribed number of steps; acquires technical levels of a plurality of staff members indicating one of the same number of steps as the number of the steps; and identifies, from among the plurality of staff members, a staff member having a high degree of coincidence between the step indicated by the importance degree and the step indicated by the technical level as a staff member corresponding to the inquiry.SELECTED DRAWING: Figure 7

Description

[Technical Field]

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

[0002] When assigning personnel to product support inquiries, there are several well-known methods, such as simply assigning personnel in a round-robin (rotating) manner, or automatically assigning a large number of personnel more efficiently by taking into account the working hours of each person in charge.

[0003] For example, Patent Document 1 describes a personnel allocation support device that allocates personnel based on individual abilities and the content of the work, with less variation in work time between workers and / or with less total work time required for each task. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2006-285773 Summary of the Invention [Problem to be solved by the invention]

[0005] Product inquiry support work often requires us to respond to sudden inquiries 24 hours a day, and the response time and quality of the response are directly linked to customer satisfaction. Therefore, depending on the importance of various inquiries, we need to consider many factors, such as the product in charge, the technical level of each person in charge, and our company's working hours, and assign the most suitable personnel.

[0006] The personnel allocation support device described in Patent Document 1 aims to allocate personnel to predetermined tasks based on the individual capabilities and the content of the tasks, minimizing variations in work time and the total work time required for each task. For this reason, it is not possible to allocate appropriate personnel to unexpected inquiries that occur 24 hours a day, especially considering the importance of the inquiries.

[0007] An object of the present disclosure is to provide an information processing device, an information processing method, and a program that solve the above-mentioned problems. [Means for solving the problem]

[0008] An information processing device according to one aspect of the present disclosure includes an importance acquisition unit that acquires the importance of the inquiry content included in inquiry information, which indicates one of a predetermined number of stages; a technical level acquisition unit that acquires the technical levels of multiple personnel, which indicate one of a number of stages equal to the number of stages; and a staff member identification unit that identifies, from among the multiple personnel, a staff member whose stage indicated by the importance highly matches the stage indicated by the technical level as the staff member to respond to the inquiry.

[0009] An information processing method according to one aspect of the present disclosure includes the steps of: acquiring the importance of the inquiry content contained in inquiry information, the importance indicating one of a predetermined number of stages; acquiring the technical levels of a plurality of staff members, the technical levels indicating one of a number of stages equal to the number of stages; and identifying, from among the plurality of staff members, a staff member whose level indicated by the importance highly matches the level indicated by the technical level as the staff member to respond to the inquiry.

[0010] A program according to one aspect of the present disclosure causes a computer of an information processing device to function as an importance acquisition function that acquires the importance of the inquiry content contained in inquiry information, which indicates one of a predetermined number of stages; a technical level acquisition function that acquires the technical levels of multiple personnel, which indicates one of a number of stages equal to the number of stages; and a staff member identification function that identifies, from among the multiple personnel, a staff member whose stage indicated by the importance highly matches the stage indicated by the technical level as the staff member to respond to the inquiry. [Effects of the Invention]

[0011] According to the above aspect, it is possible to assign a more appropriate person in charge depending on the importance of the inquiry content. [Brief explanation of the drawings]

[0012] [Figure 1] 1 is a block diagram illustrating a configuration of an information processing device according to the present disclosure. [Figure 2] 10 is a conceptual diagram for explaining an example of criteria for the importance of inquiry content in an information processing device according to the present disclosure. [Figure 3] 10 is a conceptual diagram illustrating an example of a product-in-charge table and a load point table in a person-in-charge DB of the information processing device according to the present disclosure. FIG. [Figure 4] 10 is a flowchart illustrating an operation of an information processing device according to the present disclosure. [Figure 5] 10 is a conceptual diagram for explaining an example of an operation for assigning a person in charge in the information processing device according to the present disclosure. FIG. [Figure 6] 10 is a conceptual diagram for explaining an example of an operation for assigning a sub-person in an information processing device according to the present disclosure. FIG. [Figure 7] FIG. 10 is a block diagram illustrating another example configuration of an information processing device according to the present disclosure. [Figure 8] FIG. 1 is a hardware configuration diagram of an information processing device according to the present disclosure. DETAILED DESCRIPTION OF THE INVENTION

[0013] Hereinafter, each embodiment will be described with reference to the drawings. In all drawings, the same or corresponding components are denoted by the same reference numerals, and common descriptions will be omitted.

[0014] First Embodiment Hereinafter, an embodiment according to the present disclosure will be described with reference to the drawings.

[0015] Fig. 1 is a block diagram showing the configuration of an information processing device according to the present disclosure. In Fig. 1, the information processing device 1 includes an information processing unit 10, an inquiry DB (database) 20, and a staff member DB 30. The information processing unit 10 is configured from a computer or the like, and includes an inquiry reception unit 11, a product-in-charge selection unit 12, a staff member group narrowing-down unit 13, a load point comparison unit 14, and an assignment point comparison unit 15.

[0016] The inquiry reception unit 11 receives an inquiry from a customer and registers the inquiry content together with the time (or time period; hereinafter referred to as the inquiry time) at which the inquiry was received in the inquiry DB 20. The inquiry is input from the customer's information device (computer, smartphone, etc.) via a network. The inquiry content includes the product that is the subject of the inquiry and the importance of the inquiry content.

[0017] FIG. 2 is a conceptual diagram illustrating an example of criteria for the importance of inquiry content in an information processing device according to the present disclosure. As shown in FIG. 2, the importance of inquiry content is preset into three levels, 1 to 3, depending on the content of the inquiry. The higher the importance of the inquiry content, the higher the numerical value of the importance of the inquiry content. Examples of importance (level) 1 include specification questions and error-related inquiries, examples of importance (level) 2 include issues that affect system operation and have a deadline, and examples of importance (level) 3 include issues requiring same-day response, significant social impact, and media coverage. When a customer enters the content of their inquiry on the inquiry input screen, the importance levels and content examples shown in FIG. 2 are displayed on the customer's terminal, allowing the customer to select the appropriate importance level depending on the content of the inquiry.

[0018] The responsible product selection unit 12 selects a responsible product table corresponding to the product that is the subject of the inquiry from a plurality of responsible product tables grouped by product that are pre-registered in the responsible person DB 30. The responsible product table registers a group of people who have the skills to handle inquiries about that product.

[0019] FIG. 3 is a conceptual diagram illustrating an example of a responsible product table and a load point table in the responsible person DB of the information processing device according to the present disclosure. The responsible product table 31 is grouped by product. In the example shown in FIG. 3, products A, B, and C are grouped into a responsible product A table 31A, a responsible product B table 31B, and a responsible product C table 31C. Each of the responsible product A table 31A, the responsible product B table 31B, and the responsible product C table 31C registers a group of personnel capable of handling inquiries about that product. That is, in the example shown in FIG. 3, the group of personnel capable of handling product A is registered in the responsible product A table 31A, the group of personnel capable of handling product B is registered in the responsible product B table 31B, and the group of personnel capable of handling product C is registered in the responsible product C table 31C. The products that a particular person can handle, i.e., whether they can handle inquiries about that product, can be changed depending on their in-house training, experience, and so on. As can be seen from the example shown in FIG. 3, a single person may be registered in multiple responsible product tables. Registered information includes employee number, name, technical level, and working hours. The technical level is set to one of 1 to 3 according to the skill level of the person in charge and the importance level mentioned above. The technical level is set for each product so that the higher the technical level, the higher the numerical value.

[0020] The person in charge group narrowing-down unit 13 narrows down the person in charge groups registered in the selected product-in-charge table 31 (any one of 31A to 31C) to a person in charge group whose working hours correspond to the inquiry time. If the inquiry time is "A", the person in charge group whose working hours are "A" is selected, and if the inquiry time is "B", the person in charge group whose working hours are "B" is selected.

[0021] The load point comparison unit 14 compares the load points set for each of the narrowed-down group of staff members with a predetermined threshold, and narrows down the group to staff members (one or more) whose load points are set equal to or less than the predetermined threshold. The load points are the sum of the load points calculated from the importance of each product for which each staff member has previously handled inquiries and the staff member's technical level. For example, the load points of staff member α are the sum of the load points for the inquiries handled by staff member α. For example, if staff member α handles inquiries about products A and B, the load points are the load points for the inquiries about product A + the load points for the inquiries about product B. The load points for an inquiry about product A are the importance of the inquiry / the technical level of staff member α (the technical level for the inquiry about product A), and the load points for an inquiry about product B are the importance of the inquiry / the technical level of staff member α (the technical level for the inquiry about product B).

[0022] 3, load points associated with the employee number of each employee are registered in the load point table 32. In the example shown, the load point of the person in charge with employee number "0001" is registered as "3.5", the load point of the person in charge with employee number "0001" is registered as "2.0", etc.

[0023] The assignment point comparison unit 15 compares the assignment points calculated from the technical level of each person in charge and the importance of the inquiry for each person in charge narrowed down based on the load points, and assigns the person in charge of the inquiry whose assignment point is closest to "1". Assignment points are points used when allocating (assigning) a new inquiry, and are calculated according to the following formula:

[0024] Assignment points for new inquiries about X product = importance of the inquiry / skill level of the person in charge (skill level for inquiries about X product) The reason for assigning the person in charge whose assignment point is closest to "1" is to select a person in charge whose technical level (technical level or skill) is closest to the importance of the inquiry. For inquiries with an importance level of "3", a person in charge of technical level "3" is preferentially assigned, for inquiries with an importance level of "2", a person in charge of technical level "2" is preferentially assigned, and for inquiries with an importance level of "2", a person in charge of technical level "2" is preferentially assigned. After determining a person in charge for an inquiry, the assignment point comparison unit 15 updates the load points by adding the assignment points to the load points of the person in charge.

[0025] The inquiry DB 20 stores inquiry details including the product inquired about, the importance of the inquiry, and the time of the inquiry. The staff DB 30 stores a staff product table 31 and a load point table 32 shown in FIG.

[0026] FIG. 4 is a flowchart illustrating the operation of the information processing device according to the present disclosure. FIG. 5 is a conceptual diagram illustrating an example of an operation for assigning a person in charge in the information processing device according to the present disclosure. In the information processing unit 10, when an inquiry is received from a customer, the inquiry reception unit 11 receives the inquiry content (step S10). FIG. 5 shows an example in which the inquiry content is about product "B," the importance level is "3," and the inquiry time is "A." Next, the responsible product selection unit 12 selects one of responsible product tables 31A to 31C corresponding to the product that is the subject of the inquiry from the responsible product tables 31 registered in the responsible person DB 30 (step S12). In this case, since the product that is the subject of the inquiry is "B," responsible product B table 31B is selected.

[0027] Next, the person in charge group narrowing-down unit 13 narrows down the person in charge group having registered working hours corresponding to the inquiry time from the selected product-in-charge table 31 (one of 31A to 31C) (step S14). In the example shown in Fig. 5, since the inquiry time is "A", from the people in charge product B table 31B, the following people with working hours "A" are selected: name "Tanaka" of employee number "0001", name "Sato" of employee number "0003", name "Ito" of employee number "0009", name "Watanabe" of employee number "0012", and name "Kobayashi" of employee number "0017".

[0028] Next, the load point comparison unit 14 compares the load points set for each agent from the narrowed-down group with a predetermined threshold and narrows down the group to agents (one or more) whose load points are set below the predetermined threshold (step S16). In the example shown in FIG. 5, the threshold is set to 2.5, so the following are selected (bold frame): employee number "0003" with the name "Sato" who has a load point of "2.0" below the threshold "2.5"; employee number "0009" with the name "Ito" who has a load point of "1.5"; and employee number "0017" with the name "Kobayashi" who has a load point of "2.4." Setting a threshold prevents the burden on agents from being unevenly distributed. As mentioned above, load points are updated (added) each time an inquiry is assigned to an agent, so they increase over time. Therefore, the threshold may be appropriately revised depending on the load point value of all agents.

[0029] Next, the assignment point comparison unit 15 compares the assignment points calculated from the technical level of each person in charge and the importance of the inquiry for each person in charge narrowed down based on the load points, and assigns the person in charge with the assignment point closest to "1" to the person in charge of the inquiry (step S20). In the example shown in Fig. 5, the importance of the inquiry is "3," the technical level of the person named "Sato" with employee number "0003" is "2," the technical level of the person named "Ito" with employee number "0009" is "4," and the technical level of the person named "Kobayashi" with employee number "0017" is "3." Therefore, the assignment points of each person in charge are calculated according to the above-mentioned formula: importance of inquiry / technical level of person in charge: the assignment points of employee number "0003" are 3 / 2 = 1.5, the assignment points of employee number "0009" are 3 / 1 = 3, and the assignment points of employee number "0017" are 3 / 3 = 1. The assignment point comparison unit 15 compares the assignment points of each person in charge and finally assigns the employee number "0017" and the name "Kobayashi" whose assignment points are closest to "1" to the person in charge of the inquiry. In this way, by assigning the person in charge whose assignment points are closest to "1", it is possible to assign a person in charge who has skills that match the importance of the inquiry.

[0030] Next, after determining the person in charge, the assignment point comparison unit 15 updates the load points of the person in charge by adding the assignment points (step S22). In the example shown in Fig. 5, the assignment point comparison unit 15 adds an assignment point "1" to the load point "2.4" of employee number "0017" and name "Kobayashi", updating the load point to "3.4". Then, the process ends.

[0031] FIG. 6 is a conceptual diagram illustrating an example of the operation of assigning a sub-personnel in an information processing device according to the present disclosure. In this embodiment, because 24-hour support is required, a person who will take over from the person assigned by the above-described process (hereinafter referred to as the primary person) is considered, and a person who will take over (hereinafter referred to as the sub-personnel) is assigned after the primary person is assigned. The procedure for assigning a sub-personnel is basically the same as the procedure for assigning a primary person (flowchart in FIG. 4) described above, except that when narrowing down the people by working hours in step S14 of FIG. 4, the group of people who have working hours "B" available for handover are narrowed down from the working hours "A" of the primary person. Since the inquiry time described above is "A," as shown in FIG. 6, the name "Ueda" of employee number "0004," the name "Ishikawa" of employee number "0010," the name "Yoshida" of employee number "0011," and the name "Aoki" of employee number "0019" are selected from the responsible product B table 31B as the group of people who have working hours "B" available for handover.

[0032] As shown in Figure 6, the load point comparison unit 14 sets the threshold to 2.5, and therefore selects the name "Ishikawa" of employee number "0010" with a load point of "2.0" below the threshold, and the name "Yoshida" of employee number "0011" with a load point of "1.5" (bold frame) from among the name "Ueda" of employee number "0004," the name "Ishikawa" of employee number "0010," the name "Yoshida" of employee number "0011," and the name "Aoki" of employee number "0019."

[0033] Next, as shown in FIG. 6, the assignment point comparison unit 15 compares the assignment points of employee number "0010" (3 / 3=1) with those of employee number "0011" (3 / 1=3), and assigns employee number "0010" and name "Ishikawa," whose assignment points are closest to "1," to the assistant person in charge of the inquiry. The assignment point comparison unit 15 then adds the assignment point "1.0" to the load point "2.0" of employee number "0010," updating the load point to "3.0," and terminates the process. When assigning an assistant person, the information necessary for handover, such as the investigation status, deadline, enthusiasm, and other necessary information, is stored in the inquiry DB 20. The assistant person takes over the investigation and customer support based on the stored information necessary for handover.

[0034] The information processing device 1 of the first embodiment selects a person in charge who has a high degree of match between the importance of the inquiry and the technical level of the person in charge as a person in charge of the inquiry. Therefore, it is possible to assign a person in charge who has a technical level (skill) that matches the importance of the inquiry.

[0035] Furthermore, the information processing device 1 of the first embodiment assigns a person who has a high degree of match between the importance of the inquiry content and the person's technical level to handle the inquiry from among the people registered in the product-in-charge table corresponding to the product that is the subject of the inquiry included in the inquiry content. This makes it possible to assign a person who has the skills for the product that is the subject of the inquiry.

[0036] Furthermore, the information processing device 1 of the first embodiment assigns a person who has working hours corresponding to the inquiry time when the inquiry is received to a person who has a high degree of match between the importance of the inquiry content and the person's technical level to handle the inquiry. Therefore, it is possible to assign a person who is on duty at the time when the inquiry is received.

[0037] Furthermore, the information processing device 1 of the first embodiment assigns to the person in charge of the inquiry a person whose load points, which are updated (added) each time the person in charge of the inquiry, are less than a threshold value, a person whose importance of the inquiry content matches the technical level of the person in charge to handle the inquiry. This makes it possible to assign people in charge so that the burden is not uneven.

[0038] <Other embodiments> Hereinafter, an embodiment according to the present disclosure will be described with reference to the drawings.

[0039] 7 is a block diagram showing another example configuration of an information processing device according to the present disclosure. The information processing device 100 includes an importance level acquisition unit 101, a technical level acquisition unit 102, and a person in charge identification unit 103. The importance level acquisition unit 101 acquires the importance of the inquiry content included in the inquiry information, which indicates one of a predetermined number of stages. The technical level acquisition unit 102 acquires the technical levels of multiple persons in charge, which indicate one of the same number of stages as the number of stages. The person in charge identification unit 103 identifies, from among the multiple persons in charge, a person in charge whose level indicated by the importance level closely matches the level indicated by the technical level, as the person in charge of handling the inquiry.

[0040] The information processing device 100 of this embodiment identifies a person in charge of handling an inquiry whose importance matches the technical level of the persons in charge included in the group, and can therefore assign a person in charge whose technical level (skill) matches the importance of the inquiry.

[0041] FIG. 8 is a hardware configuration diagram of an information processing device according to the present disclosure.

[0042] As shown in FIG. 8, the information processing device 1 is a computer including various hardware components such as a CPU (Central Processing Unit) 201, a ROM (Read Only Memory) 202, a RAM (Random Access Memory) 203, a database 204, a communication module 205, and the like.

[0043] Although the present disclosure has been described above with reference to the embodiments, the present disclosure is not limited to the above-described embodiments. Various modifications that can be understood by those skilled in the art can be made to the configuration and details of the present disclosure within the scope of the present disclosure. Furthermore, each embodiment can be combined with other embodiments as appropriate.

[0044] Some or all of the above-described embodiments can be described as, but are not limited to, the following supplementary notes.

[0045] (Appendix 1) An information processing device characterized by comprising: an importance acquisition unit that acquires the importance of the inquiry content included in inquiry information, which indicates one of a predetermined number of stages; a technical level acquisition unit that acquires the technical levels of multiple staff members, which indicates one of a number of stages equal to the number of stages; and a staff member identification unit that identifies, from the multiple staff members, a staff member whose stage indicated by the importance highly matches the stage indicated by the technical level as the staff member to respond to the inquiry.

[0046] (Appendix 2) The information processing device described in Appendix 1 further comprises a memory unit that stores information on a plurality of personnel registered in association with a group corresponding to a product that each of the plurality of personnel can handle, from among a plurality of groups configured in association with the product that is the subject of the inquiry, and the personnel identification unit selects from the plurality of groups a group that corresponds to the product that is the subject of the inquiry included in the inquiry information, and identifies from among the personnel registered in the selected group a personnel whose level of importance closely matches the level indicated by the technical level as the personnel to handle the inquiry.

[0047] (Appendix 3) The information processing device described in Appendix 2 is characterized in that the storage unit stores the working hours of each of the multiple personnel registered in each of the multiple groups in association with the information of each of the multiple personnel, and further includes a personnel narrowing down unit that narrows down the personnel included in the selected group to personnel whose working hours correspond to the inquiry time at which the inquiry information was received, and the personnel identification unit identifies, from the personnel narrowed down by the personnel narrowing down unit, a personnel whose stage indicated by the importance and the stage indicated by the technical level have a high degree of agreement as the personnel to respond to the inquiry.

[0048] (Appendix 4) The information processing device described in Appendix 2 or 3, characterized in that the memory unit stores, for each of the information of the multiple representatives registered in each of the multiple groups, a load point that is updated at least each time the representative is identified as the representative who will respond to the inquiry, and further includes a load point comparison unit that narrows down the representatives included in the selected group to representatives whose load points are below a threshold, and the representative identification unit identifies, from the representatives narrowed down by the load point comparison unit, a representative whose level indicated by the importance has a high degree of agreement with the level indicated by the technical level as the representative who will respond to the inquiry.

[0049] (Appendix 5) The information processing device described in Appendix 4 is characterized in that the person in charge identification unit calculates the ratio of the stage indicated by the technical level to the stage indicated by the importance from among the people in charge narrowed down by the load point comparison unit, and identifies the person in charge whose ratio is close to 1 as the person in charge of responding to the inquiry.

[0050] (Appendix 6) An information processing device as described in Appendix 4 or 5, further comprising an update unit that updates the load point of the person identified as the person in charge of responding to the inquiry based on the ratio of the stage indicated by the technical level to the stage indicated by the importance.

[0051] (Appendix 7) The information processing device described in any one of Appendices 3 to 6, characterized in that the person in charge narrowing down unit narrows down the people registered in accordance with the selected group to people who have working hours that can be taken over from the person in charge of the inquiry, and the person in charge identification unit identifies, from the people narrowed down by the person in charge narrowing down unit, a person in charge whose level of importance and level of technical skill match highly as a secondary person in charge of the inquiry.

[0052] (Appendix 8) The information processing device described in Appendix 7, characterized in that the person in charge identification unit provides the identified deputy person in charge with information necessary for handover, including the investigation status of the inquiry, deadline, enthusiasm, and other necessary information.

[0053] (Appendix 9) An information processing method comprising the steps of: acquiring an importance level of the inquiry content contained in inquiry information, the importance level indicating one of a predetermined number of stages; acquiring technical levels of a plurality of staff members, the technical levels indicating one of a number of stages equal to the number of stages; and identifying, from among the plurality of staff members, a staff member whose level indicated by the importance level highly matches the level indicated by the technical level as the staff member to respond to the inquiry.

[0054] (Appendix 10) The information processing method described in Appendix 9, characterized in that the step of identifying a person in charge of responding to the inquiry includes selecting a group corresponding to the product that is the subject of the inquiry included in the inquiry information from among a plurality of groups configured to correspond to the product that is the subject of the inquiry and registered to correspond to products that each of the plurality of persons in charge can handle, and identifying, from among the persons in charge registered in the selected group, a person in charge whose stage indicated by the importance and the stage indicated by the technical level have a high degree of agreement as the person in charge of responding to the inquiry.

[0055] (Appendix 11) The information processing method described in Appendix 10 further includes a step of narrowing down the personnel included in the selected group to personnel whose working hours correspond to the inquiry time at which the inquiry information was received, and the step of identifying the personnel who will respond to the inquiry identifies, from the personnel narrowed down based on the working hours, a personnel whose stage indicated by the importance and the stage indicated by the technical level have a high degree of agreement as the personnel who will respond to the inquiry.

[0056] (Appendix 12) The information processing method described in Appendix 10 or 11 further includes a step of narrowing down the personnel included in the selected group to personnel whose load points associated with each of the multiple personnel are below a threshold, which is updated at least each time they are identified as the personnel responsible for the inquiry, and the step of identifying them as the personnel responsible for the inquiry identifies, from the personnel narrowed down based on the load points, a personnel whose stage indicated by the importance and the stage indicated by the technical level have a high degree of agreement as the personnel responsible for the inquiry.

[0057] (Appendix 13) The information processing method described in Appendix 12, characterized in that the step of identifying the person in charge of responding to the inquiry calculates the ratio of the stage indicated by the technical level to the stage indicated by the importance from among the people narrowed down based on the load points, and identifies the person in charge whose ratio is close to 1 as the person in charge of responding to the inquiry.

[0058] (Appendix 14) An information processing method as described in Appendix 12 or 13, further comprising a step of updating the load point of the person identified as the person in charge of responding to the inquiry based on the ratio of the stage indicated by the technical level to the stage indicated by the importance.

[0059] (Appendix 15) An information processing method as described in any one of Appendices 11 to 14, characterized in that the step of narrowing down the personnel having the working hours narrows down the personnel registered in accordance with the selected group to personnel having working hours that can be taken over from the personnel responding to the inquiry, and the step of identifying the personnel responding to the inquiry identifies, from the personnel narrowed down based on the working hours that can be taken over, a personnel whose level indicated by the importance and the level indicated by the technical level have a high degree of agreement as a secondary personnel responding to the inquiry.

[0060] (Appendix 16) The information processing method described in Appendix 15 is characterized in that the step of identifying a person in charge of handling the inquiry includes providing the identified deputy person in charge with information necessary for handover, including the investigation status of the inquiry, deadline, enthusiasm, and other necessary information.

[0061] (Appendix 17) A program that causes a computer of an information processing device to function as an importance acquisition function that acquires the importance of the inquiry content contained in inquiry information, which indicates one of a predetermined number of stages; a technical level acquisition function that acquires the technical levels of multiple staff members, which indicates one of a number of stages equal to the number of stages; and a staff identification function that identifies, from among the multiple staff members, a staff member whose stage indicated by the importance highly matches the stage indicated by the technical level as the staff member to respond to the inquiry.

[0062] (Appendix 18) The program described in Appendix 17 further causes the computer of the information processing device to function as a memory function that stores in a memory unit information about the multiple personnel registered in association with groups corresponding to products that each of the multiple personnel can handle, out of the multiple groups configured to correspond to the product that is the subject of the inquiry, and the personnel identification function selects from the multiple groups a group that corresponds to the product that is the subject of the inquiry included in the inquiry information, and identifies from the personnel registered in the selected group a personnel whose level of importance closely matches the level indicated by the technical level as the personnel to handle the inquiry.

[0063] (Appendix 19) The program described in Appendix 18, characterized in that the storage function stores the working hours of each of the multiple personnel registered in each of the multiple groups, and further causes the information processing device computer to function a personnel narrowing down function that narrows down the personnel included in the selected group to personnel whose working hours correspond to the inquiry time at which the inquiry information was received, and the personnel identification function identifies, from the personnel narrowed down by the personnel narrowing down function, a personnel whose level indicated by the importance and the level indicated by the technical level have a high degree of agreement as the personnel to respond to the inquiry.

[0064] (Appendix 20) The program described in Appendix 18 or 19, characterized in that the storage function associates and stores, for each of the information of the multiple representatives registered in each of the multiple groups, a load point that is updated at least each time the representative is identified as the representative who will respond to the inquiry, and further causes the information processing device computer to function a load point comparison function that narrows down the representatives included in the selected group to those whose load points are below a threshold, and the representative identification function identifies, from the representatives narrowed down by the load point comparison function, a representative whose level of importance closely matches the level indicated by the technical level as the representative who will respond to the inquiry.

[0065] (Appendix 21) The program described in Appendix 20, characterized in that the responsible person identification function calculates the ratio of the stage indicated by the technical level to the stage indicated by the importance from among the responsible persons narrowed down by the load point comparison function, and identifies the responsible person whose ratio is close to 1 as the responsible person to respond to the inquiry.

[0066] (Appendix 22) The program described in Appendix 20 or 21, characterized in that the computer of the information processing device further performs an update function that updates the load point of the person identified as the person responsible for responding to the inquiry based on the ratio of the stage indicated by the technical level to the stage indicated by the importance.

[0067] (Appendix 23) The program described in any one of Appendices 19 to 22, characterized in that the person in charge narrowing down function narrows down the people registered in accordance with the selected group to people who have working hours that can be taken over from the person in charge of the inquiry, and the person in charge identification function identifies, from the people narrowed down by the person in charge narrowing down function, a person in charge whose level of importance closely matches the level of skill level as a secondary person in charge of the inquiry.

[0068] (Appendix 24) The program described in Appendix 23, characterized in that the person in charge identification function provides the identified deputy person in charge with information necessary for handover, including the investigation status of the inquiry, deadline, enthusiasm, and other necessary information. [Explanation of symbols]

[0069] 1, 100 Information processing equipment 10 Information Processing Section 11 Inquiry Reception Department 12 Product Selection Department 13 Personnel Group Narrowing Section 14 Load point comparison section 15 Assignment point comparison section 20 Inquiry DB 30 Personnel DB 31 Product Table 31A Product A Table 31B Product Table B 31C Product C Table 32 Load Point Table 101 Importance acquisition part 102 Technical Level Acquisition Department 103 Person in charge identification department

Claims

1. an importance level acquiring unit that acquires an importance level indicating one of a predetermined number of levels of importance of the inquiry content included in the inquiry information; a skill level acquisition unit that acquires skill levels of a plurality of staff members, the skill levels being equal in number to the number of the stages; a person in charge specification unit that specifies, from among the plurality of persons in charge, a person in charge whose level of importance and the level of technical skill match to a high degree, as a person in charge of responding to an inquiry; An information processing device comprising:

2. a storage unit configured to store information of the plurality of persons in charge registered in association with a group corresponding to a product that each of the plurality of persons in charge can handle, among a plurality of groups configured in association with the product that is the subject of the inquiry; The person in charge specification unit selects, from the plurality of groups, a group corresponding to the product that is the subject of the inquiry included in the inquiry information, and specifies, from among the persons in charge registered in the selected group, a person in charge whose level indicated by the importance and the level indicated by the technical level have a high degree of agreement as a person in charge of responding to the inquiry.

2. The information processing apparatus according to claim 1, wherein:

3. the storage unit stores information about the plurality of persons in charge registered in each of the plurality of groups, in association with working hours of each of the persons in charge; The system further includes a person in charge narrowing-down unit that narrows down the persons in charge included in the selected group to persons in charge who have working hours corresponding to the inquiry time at which the inquiry information was received, The person in charge specification unit specifies, from among the persons in charge narrowed down by the person in charge narrowing down unit, a person in charge whose level indicated by the importance and the level indicated by the technical level have a high degree of agreement, as a person in charge of responding to the inquiry.

3. The information processing apparatus according to claim 2, wherein:

4. the storage unit associates and stores, for each of the plurality of personnel registered in each of the plurality of groups, a load point that is updated at least each time the personnel is identified as a person who responds to the inquiry; a load point comparison unit that narrows down the personnel included in the selected group to personnel whose load points are less than a threshold; The person in charge specification unit specifies, from among the persons narrowed down by the load point comparison unit, a person in charge whose level indicated by the importance and the level indicated by the technical level have a high degree of agreement, as a person in charge of responding to the inquiry.

4. The information processing apparatus according to claim 2, wherein the information processing apparatus is a computer.

5. The person in charge specification unit calculates a ratio of the stage indicated by the technical level to the stage indicated by the importance from among the persons in charge narrowed down by the load point comparison unit, and specifies a person in charge whose ratio is close to 1 as a person in charge of responding to the inquiry.

5. The information processing apparatus according to claim 4,

6. The system further includes an update unit that updates the load point of the person identified as the person in charge of handling the inquiry based on a ratio of the stage indicated by the technical level to the stage indicated by the importance.

6. The information processing apparatus according to claim 5,

7. the person in charge narrowing down unit narrows down the persons in charge registered in association with the selected group to persons in charge who have working hours that can be taken over from the person in charge of the inquiry, The person in charge specification unit specifies, from among the persons narrowed down by the person in charge specification unit, a person in charge whose level of importance and the level of technical skill match highly, as a sub-person in charge of handling the inquiry.

4. The information processing apparatus according to claim 3,

8. The person in charge specification unit provides the specified assistant person in charge with information necessary for handover, including the investigation status, deadline, enthusiasm, and other necessary information for the inquiry.

8. The information processing apparatus according to claim 7,

9. acquiring a level of importance of the inquiry content included in the inquiry information, the level of importance indicating one of a predetermined number of levels; acquiring a skill level indicating one of the skill levels of a plurality of personnel, the number of levels being the same as the number of the levels; a step of identifying a person in charge who has a high degree of agreement between the stage indicated by the importance level and the stage indicated by the technical level from among the plurality of persons in charge as a person in charge of responding to the inquiry; An information processing method comprising:

10. The computer of the information processing device an importance level acquisition function for acquiring the importance level of the inquiry content included in the inquiry information, which indicates one of a predetermined number of levels; a skill level acquisition function for acquiring a skill level indicating one of the skill levels of a plurality of personnel, the number of which is the same as the number of the stages; a person-in-charge identification function for identifying, from among the plurality of persons in charge, a person in charge whose level of importance coincides highly with the level of skill, as a person in charge of responding to an inquiry; A program characterized by functioning as

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