Information processing method, information processing device, and computer program

Abstract

To provide an information processing method capable of enhancing a satisfaction degree of a user (client or company employee) by supporting inquiry response for a molding machine.SOLUTION: While acquiring inquiry information from a user regarding a molding machine, response support information contributing to response to an inquiry is acquired by using the acquired inquiry information, and a language model which uses a database storing information regarding the molding machine.SELECTED DRAWING: Figure 1

Description

[Technical Field]

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

[0002] As part of customer service in various businesses, including manufacturing and sales, call centers have been established where operators handle telephone calls to customers. Call centers have introduced contact center systems that support responses to customer inquiries (for example, see Patent Document 1). The contact center system has functions such as a pop-up function that searches for customer information using the incoming telephone number and displays the details on the screen of the operator's computer, and a function that records the contents of the call. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Laid-Open No. 2016-39383 Summary of the Invention [Problem to be solved by the invention]

[0004] However, when responding to inquiries about molding machines such as injection molding machines and extruders, there are cases where the technical details need to be confirmed with the relevant department, which results in a time-consuming response. Inquiries from company employees to sales representatives also result in a time-consuming response. Even if the company had the technical information about molding machines, it was difficult to select the necessary information.

[0005] An object of the present disclosure is to provide an information processing method, an information processing device, and a computer program that can support responses to inquiries about molding machines and improve user (customer or company employee) satisfaction. [Means for solving the problem]

[0006] An information processing method according to one aspect of the present disclosure acquires inquiry information from a user regarding a molding machine, and acquires response support information useful in responding to the inquiry using the acquired inquiry information and a language model that utilizes a database that stores information regarding the molding machine.

[0007] An information processing device according to one aspect of the present disclosure includes a processing unit for acquiring inquiry information regarding a molding machine from a user, and executing a process for acquiring response support information useful in responding to the inquiry using the acquired inquiry information and a language model that utilizes a database that stores information regarding the molding machine.

[0008] A computer program according to one aspect of the present disclosure acquires inquiry information regarding a molding machine from a user, and causes a computer to execute a process of acquiring response support information useful in answering the inquiry using the acquired inquiry information and a language model that utilizes a database that stores information regarding the molding machine. [Effects of the Invention]

[0009] According to the present disclosure, it is possible to assist in responding to inquiries about molding machines and improve user satisfaction. [Brief explanation of the drawings]

[0010] [Figure 1] 1 is a schematic diagram illustrating an example of the configuration of an inquiry support system according to a first embodiment. [Figure 2] 1 is a block diagram showing an example of the configuration of an information processing device according to a first embodiment. [Figure 3] 4 is a flowchart showing a processing procedure of the information processing device according to the first embodiment. [Figure 4] FIG. 10 is a schematic diagram illustrating a configuration example of an inquiry support system according to a second embodiment. [Figure 5]FIG. 10 is a schematic diagram showing an example of the configuration of a database according to the second embodiment. [Figure 6] 10 is a flowchart showing a processing procedure of an information processing device according to a second embodiment. [Figure 7] 10 is a flowchart showing a processing procedure of an information processing device according to a third embodiment. [Figure 8] FIG. 10 is a block diagram showing an example of the configuration of an information processing device according to a fourth embodiment. [Figure 9] 10 is a flowchart showing a processing procedure of an information processing device according to a fourth embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0011] An information processing method, an information processing device, and a computer program according to embodiments of the present disclosure will be described below with reference to the drawings. Note that the present disclosure is not limited to these examples, but is defined by the claims, and is intended to include all modifications within the meaning and scope equivalent to the claims. Furthermore, at least some of the embodiments described below may be combined in any manner.

[0012] (Embodiment 1) 1 is a schematic diagram showing an example of the configuration of an inquiry response support system according to embodiment 1. The inquiry response support system according to embodiment 1 includes a contact center system 10 installed in a call center and a user's telephone (hereinafter referred to as a user telephone 1). The contact center system 10 is communicatively connected to the user telephone 1 via a communication network such as a public switched telephone line 2 (hereinafter referred to as a "PSTN 2").

[0013] A user is someone who makes an inquiry about a molding machine. The main users are customers who purchase and use the molding machine, and inquiries are directed to sales representatives of manufacturers that produce and sell molding equipment. Users who make inquiries about molding machines also include employees of the manufacturer.

[0014] The molding machines in question include plastic molding machines and metal molding machines. Plastic molding machines include injection molding machines and extrusion machines, while metal molding machines include magnesium injection molding machines.

[0015] The contact center system 10 is a system that executes processes related to telephone calls between users and sales representatives and supports the sales representatives in responding to inquiries from users. The contact center system 10 includes a private branch exchange (PBX) 3, a telephone of the sales representative (hereinafter referred to as a sales representative telephone 4), a display operation terminal 5 for the sales representative, an internal communication network 6 such as a LAN, and an information processing device 7.

[0016] The sales representative's telephone 4 is an internal telephone such as an IP telephone installed in the contact center, and is equipped with a speaker and a microphone. The sales representative's telephone 4 enables calls by sending and receiving voice data between the user and the sales representative via the PBX 3 using IP communication. The sales representative's telephone 4 is used by the sales representative to answer calls from users while operating the display operation terminal 5.

[0017] The display operation terminal 5 is a computer equipped with a CPU, memory, a hard disk drive, etc., and is connected to input devices such as a keyboard and a mouse, and an output device such as a display monitor. The display operation terminal 5 is a device for supporting responses to inquiries from users, and displays the phone number of the user who is the caller (hereinafter referred to as the called phone number), the time of the call, user information, past response history, information necessary for responding to the inquiry, etc. In particular, in this embodiment 1, the information necessary for responding to the inquiry includes specialized information necessary for responding to technical inquiries about the molding device. The display operation terminal 5 can also accept input of response content from sales representatives.

[0018] The PBX 3 has a call control function, an automatic distribution function, a CTI (Computer Telephony Integration) function, etc. The call control function is a function that receives (incoming calls) from the user telephone 1 via the PSTN 2 and controls the connection with the sales representative telephone 4. The call control function enables voice communication between the user and the sales representative. The automatic distribution function is a function that, when a call is received from a user, distributes the call to the sales representative telephone 4 of an available sales representative and connects the call to the sales representative telephone 4. The CTI function is a function that identifies the called telephone number, which is the telephone number of the caller, from the incoming call and notifies the display operation terminal 5, the information processing device 7, etc. of CTI information including the identified called telephone number, the time of the call, and the response history ID.

[0019] The PBX 3 performs line switching and protocol conversion between the PSTN 2 and the private network 6, and transmits and receives information relating to calls between the user and the sales representative between the display operation terminal 5 and the information processing device 7.

[0020] Specifically, the PBX 3 issues a response history ID for an incoming call. The PBX 3 transmits information such as CTI information linking the response history ID with the incoming telephone number, the incoming time, etc., the call voice data, an incoming call message notifying the incoming call, and a call termination message notifying the end of the call to the display operation terminal 5. The display operation terminal 5 receives the CTI information and the call voice data, and displays the CTI information.

[0021] The PBX 3 also transmits the CTI information and the call voice data in real time to the information processing device 7. The information processing device 7 stores the CTI information and the call voice data transmitted from the PBX 3. Furthermore, the PBX 3 transfers the response information, which is created by the sales representative responding to the user and transmitted from the display operation terminal 5, to the information processing device 7. The information processing device 7 stores the response information as a call history.

[0022] The information processing device 7 is a server computer connected to the PBX 3 and the display operation terminal 5 via the local communication network 6, and is a device that executes processing related to the CTI function and assists in responding to inquiries from users regarding the molding device.

[0023] 2 is a block diagram showing an example of the configuration of an information processing device 7 according to embodiment 1. The information processing device 7 includes a processing unit 71, a storage unit 72, and a communication unit 73. The information processing device 7 may be configured to perform distributed processing using multiple computers, may be realized by multiple virtual machines provided in a single server, or may be partially configured by a quantum computer.

[0024] The processing unit 71 is a processor having one or more arithmetic processing devices such as a CPU (Central Processing Unit) or an MPU (Micro-Processing Unit), and implements the information processing method of this embodiment by reading and executing a computer program 72a stored in the memory unit 72.

[0025] The communication unit 73 includes a processing circuit for performing processing related to communication, a communication circuit, etc., and transmits and receives information between the PBX 3 and the display operation terminal 5.

[0026] The storage unit 72 is a storage device such as a hard disk, an EEPROM (Electrically Erasable Programmable Read-Only Memory), a flash memory, etc. The storage unit 72 stores a computer program 72a, a language model 72b, a customer DB 72c, a call history DB 72d, and a technical information DB 72e.

[0027] The computer program 72a may be recorded in a computer-readable manner on a recording medium 70. The storage unit 72 stores the computer program 72a read from the recording medium 70 by a reading device (not shown). The recording medium 70 may be a semiconductor memory such as a flash memory, an optical disk, a magnetic disk, a magneto-optical disk, or the like. Alternatively, various programs according to this embodiment may be downloaded from an external server (not shown) and stored in the storage unit 72.

[0028] The language model 72b is, for example, a large-scale language model (LLM). The large-scale language model is a model based on a Transformer architecture, including GPT (Generative Pretrained Transformer, including GPT-1, GPT-2, GPT-3, GPT-4, etc.), BERT (Bidirectional Encoder Representations from Transformers), BART (Bidirectional and Auto-regressive Transformer), LLaMA (Large Language Model Meta AI), etc. Furthermore, the large-scale language model may employ Claude 3 Sonnet, which employs a rectified flow structure and a multimodal diffusion transformer. Note that although a Transformer is used as an example of the architecture constituting the large-scale language model, the architecture of the language model is not particularly limited. While a general-purpose model may suffice as the large-scale language model, it is an LLM that is fine-tuned to output answer sentences or answer support information including information useful for answering, in response to prompts including sentences based on at least user inquiry information. The inquiry information from the user is voice text data obtained by speech recognition of the user's call voice data.

[0029] In particular, the information processing device 7 according to the first embodiment is configured to execute a process of acquiring response support information for accurately responding to inquiries about the molding machine by employing RAG (Retrieval Augmented Generation) to generate prompts including sentences based on special technical information about the molding machine and inquiry information and provide the prompts to the language model 72b. Details will be described later.

[0030] The large-scale language model is realized by the processing unit 71 executing information processing in accordance with the computer program 72a. The storage unit 72 stores data for realizing the large-scale language model. The large-scale language model may be configured with hardware. The information processing device 7 may also be configured to execute processing using an external large-scale language model. In other words, the language model 72b may be one provided by an external API. The large-scale language model may also be realized using multiple computers connected via a communication network, or may be realized using the cloud.

[0031] The customer DB 72c is a database that stores data on customers who have purchased molding devices. For example, the customer DB 72c stores information such as a customer ID, customer name, customer telephone number, address, model of the purchased molding device, and purchase date in association with each other.

[0032] The call history DB 72d is a database that stores CTI information, inquiry information including text data obtained by speech recognition of call voice data, response information, etc., in association with each other. The CTI information includes a response history ID, an incoming telephone number, and an incoming time. The processing unit 71 of the information processing device 7 receives call voice data transmitted from the user telephone 1 in real time via the PBX 3. The processing unit 71 converts the received call voice data into text data by speech recognition, and stores the converted text data as inquiry information in the call history DB 72d in association with a response history ID. Note that the inquiry information, which is text data converted in real time, may be configured to be temporarily stored in the storage unit 72 until the call ends.

[0033] The technical information DB72e is a database that stores information about molding machines purchased and used by users. For example, the technical information DB72e stores historical information about past sales inquiries. The inquiry history information includes details of the inquiry, notes, and responses to the inquiry. The technical information DB72e also stores molding machine instruction manuals, specifications, leaflets, catalog information, PR materials, learning materials for internal sales, and learning materials for purchasers on how to operate the machine. The technical information DB72e may also store information about general technical features of molding machines, technical reports, papers, and other information. The technical information DB72e may also be configured to store specific specifications of molding machines delivered to users and other technical information in association with customer IDs. The technical information DB72e associates vector data representing the characteristics of each piece of technical information with the technical information, enabling vector searches for technical information similar to the user's inquiry information.

[0034] 3 is a flowchart showing the processing procedure of the information processing device 7 according to the first embodiment. The processing unit 71 of the information processing device 7 acquires inquiry information from the call history DB 72d or the storage unit 72 (step S11), and extracts technical information related to the inquiry information from the technical information DB 72e (step S12). For example, the processing unit 71 performs a vector search for technical information similar to the inquiry information. That is, the processing unit 71 extracts technical information having a vector similar to a vector representing the characteristics of the inquiry information. The processing unit 71 may extract technical information related to the customer who made the inquiry using a customer ID as a key. The processing unit 71 can identify the customer ID from the CTI information.

[0035] The processing unit 71 may also be configured to extract keywords from the inquiry information by generating the following prompt and inputting it into the language model 72b, and to extract technical information using the extracted keywords. Prompt: "Please extract keywords in bullet points about <text of inquiry information>."

[0036] Next, the processing unit 71 generates a prompt based on the acquired and extracted inquiry information and technical information (step S13).

[0037] For example, the processing unit 71 generates a prompt including inquiry information and technical information. For example, the processing unit 71 may generate the following prompt:

[0038] "For <inquiry information text>, please generate an answer using <technical information text> as a reference."

[0039] The "text of inquiry information" is information that has been converted into text through speech recognition of an inquiry from a user, such as, for example, in the case of an inquiry about a product, "Please tell me the design concept, target resin, and usage history of part ABC that I purchased this time." Of course, information that is added sequentially in the course of a dialogue, such as "Please tell me about part ABC that I purchased this time," or "Please tell me the design concept, target resin, and usage history," can also be used as text of inquiry information. For inquiries about malfunctions, the information is generated by recognizing user inquiries and converting them into text, such as, "When I performed task A, the sensor value changed from B to C, causing an alert. Please tell me how to resolve this alert." or "I received an alert from the molding equipment website. What action is required?" The above-mentioned "technical information text" is a document such as a specification or manual for Model A.

[0040] The processor 71 may also generate the following prompt: "You are an injection molding machine professional. Please answer the following customer inquiry by referring to the search results for technical information. #Customer Enquiry:<Text of Enquiry Information> #Technical information search results: <Technical information text>"

[0041] Furthermore, a prompt may be created that describes an instruction to create a summary of technical information related to the inquiry information, or an instruction to extract technical information related to the inquiry information.

[0042] Furthermore, the processing unit 71 may generate a prompt using few-shot prompting. That is, the processing unit 71 may generate a prompt including example answers to a query. The processing unit 71 may also generate a prompt requesting multiple answer candidates, such as "Please provide three answers in descending order of priority."

[0043] Furthermore, the processing unit 71 may include in the prompt a phrase that improves the accuracy of the response support information, such as "step by step."

[0044] The information processing device 7 may be configured to be able to change the content of the prompt generated. For example, the information processing device 7 may receive a prompt created by free text via the display operation terminal 5. The information processing device 7 may also present templates for wording to be used in the prompt and receive selection of the wording to be used via the display operation terminal 5. By operating the display operation terminal 5, the sales representative can freely customize the content of the prompt generated by the information processing device 7 and adjust it so that desired response support information is obtained.

[0045] Then, the processing unit 71 obtains response support information by providing the prompt generated in step S13 to the language model 72b (step S14). If you are making an inquiry about the above product, you will receive information such as, "The design concept, target resin, and usage history of part ABC are XXX." In addition, if the problem is one of those mentioned above, you can get information like, "Please try operating in accordance with the troubleshooting procedure below. Operating procedure YYY. If the alert is not resolved, part ZZZ must be replaced." or "For alerts from the molding equipment website, please try performing the procedure Y."

[0046] The processing unit 71 determines whether or not a request for response support information has been made by the sales representative (step S15). The sales representative can perform a request operation for response support information by operating the display operation terminal 5. The display operation terminal 5 on which the request operation has been made transmits a response history ID for identifying the call currently being handled and request data requesting response support information to the information processing device 7. The information processing device 7 determines whether or not a request for response support information has been made depending on whether or not the request data has been received.

[0047] The form of the request operation for response support information is not particularly limited, and the processing unit 71 may be configured to receive a request for response support information via a known interface.

[0048] When it is determined that there is no request for answer support information (step S15: NO), the processing unit 71 returns the process to step S11. When it is determined that there is a request for answer support information (step S15: YES), the processing unit 71 identifies the answer support information acquired based on the inquiry information associated with the response history ID, and transmits the identified answer support information to the requesting display operation terminal 5 (step S16).

[0049] In the above example, response support information is created at an appropriate time and then sent when requested by a sales representative. However, the system may be configured to create response support information when requested.

[0050] The information processing device 7 and the like according to the first embodiment can assist in responding to inquiries about molding machines and improve user satisfaction. Specifically, the information processing device 7 extracts technical information related to the inquiry information from the user from the technical information DB 72e, and obtains reply support information by providing a prompt including the inquiry information and the extracted technical information to the language model 72b. The information processing device 7 can transmit the reply support information in response to a request from a sales representative responding to the inquiry from the user. The sales representative can use the reply support information to respond to the inquiry.

[0051] (Embodiment 2) The inquiry response support system according to the second embodiment differs from the first embodiment in that it can provide sales representatives with more specific response support information that takes into account information such as defect information and operation information of the molding device related to the inquiry, as well as external public web information. The other configurations of the inquiry response support system are the same as those of the inquiry response support system according to the first embodiment, and therefore similar parts are given the same reference numerals and detailed explanations will be omitted.

[0052] 4 is a schematic diagram showing an example of the configuration of an inquiry support system according to embodiment 2. The inquiry support system according to embodiment 2 includes a contact center system 10, a user telephone 1, a molding device maintenance system 8, and an external web server 9.

[0053] The external web server 9 publishes all kinds of information as web information. The published web information may include the latest technical information on molding devices, information on the operation of molding devices, malfunctions of molding devices, and information on the distribution of parts for molding devices. The information processing device 7 can access the external web server 9 and obtain information related to the inquiry information.

[0054] The maintenance system 8 includes a defect information DB 81, a test information DB 82, a production information DB 83, and an operation information DB 84, which store various information for maintaining and managing the molding apparatus. The information stored in each database is data provided or uploaded to the maintenance system 8 by users. The maintenance system 8 is connected to a contact center system 10 so that the information processing device 7 can access the various databases of the maintenance system 8. The information processing device 7 is configured to be able to access the various databases of the maintenance system 8 and extract information related to inquiry information from users.

[0055] Fig. 5 is a schematic diagram showing an example of the configuration of a database according to embodiment 2. Fig. 5A to Fig. 5D are conceptual diagrams showing the record layouts of a defect information DB 81, a test information DB 82, a production information DB 83, and an operation information DB 84, respectively.

[0056] The defect information DB81 stores, for example, a customer ID, the model of the molding device, the date and time when the defect occurred, the defect details, the cause of the defect, and a solution to the defect, all in association with each other. The defect details include, for example, the type of after-sales service or complaint. The defect details also include information on mechanical quality, electrical quality, mechanical and electrical quality, and delivery date as information categories. The defect details also include the response status and construction classification.

[0057] The test information DB 82 stores, in association with each other, for example, a customer ID, the model of the molding device, the date and time when the molding device was test run, the test run conditions, and the test run results. The test run conditions include manufacturing conditions such as cylinder temperature settings, the type of raw material, the raw material input locations, and if multiple materials are input, the feed ratios, and detailed information about the raw materials. The test run results include various actual measurements detected by sensors installed in the molding device, product status, and other information.

[0058] The production information DB 83 stores, for example, a customer ID, the model of the molding device, the date and time when a product was manufactured using the molding device, operation information at that date and time, and the yield, all in association with each other. The operation information includes various setting conditions set in the molding device, various actual measurements detected by sensors provided in the molding device, and the maximum and minimum values ​​of the detected actual measurements. The operation information may be configured to include the type of resin used as the raw material and the grade of the resin.

[0059] The operation information DB 84 stores, in association with each other, for example, a customer ID, the model of the molding device, a date and time, sensor values ​​obtained at that date and time from various sensors provided to detect the state of the molding device, and the state of the molding device when the sensor values ​​were obtained. The sensors are, for example, temperature sensors, pressure sensors, etc. provided at multiple locations in the longitudinal direction of the cylinder that constitutes the molding device. The state of the molding device is obtained, for example, by the maintenance system 8 determining the state based on the sensor values.

[0060] 6 is a flowchart showing the processing procedure of the information processing device 7 according to embodiment 2. As in embodiment 1, the processing unit 71 of the information processing device 7 acquires inquiry information from the call history DB 72d or the storage unit 72 (step S21), and extracts technical information related to the inquiry information from the technical information DB 72e (step S22).

[0061] The processing unit 71 also accesses the maintenance system 8 and extracts defect information, test information, production information, and operation information related to the inquiry information (step S23). For example, the processing unit 71 extracts a customer ID from the customer DB 72c using the incoming telephone number included in the CTI information as a key. The processing unit 71 also searches for and extracts characters corresponding to the model from the inquiry information. The processing unit 71 can extract defect information, test information, production information, and operation information related to the customer who made the inquiry and the model from various databases of the maintenance system 8 using the customer ID and information related to the model as a key. Note that, similar to the technical information, the processing unit 71 may be configured to extract defect information, test information, production information, and operation information related to the inquiry information from the databases of the maintenance system 8 by vector search.

[0062] Furthermore, the processing unit 71 accesses the external web server 9 and extracts public web information related to the inquiry information (step S24). Note that the processing unit 71 may use a web crawler to collect public web page information related to the molding device, and extract the public web information related to the inquiry information from the collected public web pages.

[0063] The processing unit 71 then generates a prompt based on the acquired and extracted inquiry information, technical information, defect information, test information, production information, operation information, and public web information (step S25). The processing unit 71 then provides the prompt generated in step S25 to the language model 72b to acquire answer support information (step S26). Thereafter, similar to steps S15 to S16 in the first embodiment, when there is a request for answer support information, the processing unit 71 identifies the answer support information acquired based on the inquiry information associated with the response history ID, and transmits the identified answer support information to the requesting display operation terminal 5 (steps S27 and S28).

[0064] According to the information processing device 7 etc. of this embodiment 2, by providing the sales representative with more specific information about the user's molding machine, such as defect information, test information, production information, and operation information, as well as response support information that takes into account external public web information, it is possible to support inquiries and improve user satisfaction.

[0065] Although the maintenance system 8 has been described as having a defect information DB 81, a test information DB 82, a production information DB 83, and an operation information DB 84, the storage locations of the defect information, test information, production information, and operation information are not particularly limited. The above various types of information may be uploaded by the user to the contact center system 10 or the information processing device 7 and stored in each device. The above information may be stored in a predetermined folder in a database that the customer normally uses, and the information processing device 7 may be configured to access the information in the predetermined folder. Furthermore, if another external system stores the above information, the information processing device 7 may be configured to search and acquire the information using an API or the like. To avoid storing such confidential information for a long period of time in the contact center system 10, cloud, or the like, a deletion function over time may be optionally selected.

[0066] Furthermore, the database of the security system 8 may be configured to separate information that can be used to create response support information from information that cannot be used for each customer ID. The information processing device 7 identifies the customer ID from the CTI information, extracts information related to the inquiry information from information that can be accessed using the sender's customer ID, and generates a prompt. This configuration makes it possible to create individual, specific response support information tailored to each user while managing confidential information.

[0067] Furthermore, a tag indicating the type of extruder or injection molding machine may be added to the information stored in the database of the maintenance system 8. The information processing device 7 can efficiently search and extract information related to the inquiry information by using the tag.

[0068] (Embodiment 3) The inquiry response support system according to the third embodiment differs from the second embodiment in that it can accept a selection of information related to the molding device related to the inquiry and provide response support information that takes the selected information into account to the sales representative. Since the other configurations of the inquiry response support system are the same as those of the inquiry response support system according to the second embodiment, the same parts are given the same reference numerals and detailed description will be omitted.

[0069] 7 is a flowchart showing the processing procedure of the information processing device 7 according to the third embodiment. As in the first embodiment, the processing unit 71 of the information processing device 7 acquires inquiry information from the call history DB 72d or the storage unit 72 (step S31). Then, the processing unit 71 accepts a selection of information related to the inquiry information from the user from among the technical information stored in the technical information DB 72e and the information stored in the database of the maintenance system 8 via the display operation terminal 5 (step S32). For example, the processing unit 71 may accept the selection of information related to the inquiry information using a check box or a pull-down list on the screen of an application.

[0070] Next, the processing unit 71 extracts the technical information selected in step S32 from the technical information stored in the technical information DB 72e (step S33). Also, the processing unit 71 extracts the information selected in step S32 from the defect information, test information, production information, and operation information stored in the maintenance system 8 (step S34). Furthermore, the processing unit 71 accesses the external web server 9 and extracts public web information related to the inquiry information (step S35).

[0071] The processing unit 71 generates a prompt based on the inquiry information and the selectively extracted information (step S36). Then, the processing unit 71 obtains answer support information by providing the prompt generated in step S36 to the language model 72b (step S37). Thereafter, similar to steps S27 to S28 in the second embodiment, when there is a request for answer support information, the processing unit 71 identifies the answer support information obtained based on the inquiry information associated with the response history ID, and transmits the identified answer support information to the requesting display operation terminal 5 (steps S38 and S39).

[0072] According to the information processing device 7 etc. of this embodiment 3, the user can select relevant information from more specific information about the molding machine, and by providing the sales representative with response support information that takes into account the selected information, it is possible to support inquiries and improve user satisfaction.

[0073] In the third embodiment, an example has been described in which a sales representative operates the display operation terminal 5 to select information related to inquiry information, but the information used to create response support information may be determined by a data structure. For example, in the database of the maintenance system 8, the information used to create response support information may be distinguished from information that is not used by using folder directories.

[0074] (Embodiment 4) The inquiry response support system according to the fourth embodiment differs from the first to third embodiments in that it generates reply support information using a plurality of language models 72b. The other configurations of the inquiry response support system are the same as those of the inquiry response support systems according to the first to third embodiments, and therefore the same parts are denoted by the same reference numerals and detailed description thereof will be omitted.

[0075] 8 is a block diagram showing an example of the configuration of an information processing device 7 according to embodiment 4. The information processing device 7 according to embodiment 4 stores in a storage unit 72 a first language model 721a that summarizes a sentence and a second language model 722a that is different from the first language model 721a.

[0076] 9 is a flowchart showing the processing procedure of the information processing device 7 according to the fourth embodiment. The processing unit 71 of the information processing device 7 acquires inquiry information from the call history DB 72d or the storage unit 72 (step S41), and summarizes the inquiry information by providing a prompt including the inquiry information to the first language model 721a (step S42). Hereinafter, the summarized inquiry information will be referred to as summarized inquiry information.

[0077] Next, the processing unit 71 extracts technical information related to the summary inquiry information from the technical information DB 72e (step S43). For example, the processing unit 71 performs a vector search for technical information similar to the summary inquiry information. That is, the processing unit 71 extracts technical information having a vector similar to the vector representing the characteristics of the summary inquiry information.

[0078] Next, the processing unit 71 generates a prompt based on the summary inquiry information and the technical information (step S44).Then, the processing unit 71 provides the prompt generated in step S44 to the second language model 722a to obtain response support information (step S45).

[0079] Thereafter, similarly to steps S15 to S16 in embodiment 1, when a request for response support information is made, the processing unit 71 identifies the response support information acquired based on the inquiry information associated with the response history ID, and transmits the identified response support information to the display operation terminal 5 that made the request (steps S46 and S47).

[0080] According to the information processing device 7 etc. of this embodiment 4, even if the content of an inquiry from a user is redundant, the inquiry information can be summarized to generate response support information, thereby supporting the response to inquiries regarding the molding machine.

[0081] In this embodiment 4, an example has been described in which response support information is created by serially using the first language model 721a and the second language model 722a, but the configuration may also be such that a sales representative can select a desired model from multiple types of language models depending on the application. For example, the information processing device 7 is configured to store multiple types of language models, such as a language model for summarizing, a language model for extracting related information, and a language model for translation. The information processing device 7 then displays a list of the multiple types of language models on the display operation terminal 5 and accepts selection of a language model to be used. The information processing device 7 may also accept selection of a language model purpose, such as summarizing, requirement extraction, or translation, via the display operation terminal 5, and select a language model corresponding to the purpose. The information processing device 7 may also be configured to accept selection of a language model purpose, such as summarizing, requirement extraction, or translation, via the display operation terminal 5, display a list of multiple language models corresponding to the purpose, and accept selection of a language model. The information processing device 7 obtains response support information by providing a prompt including inquiry information and related technical information to the selected language model.

[0082] Furthermore, in the fourth embodiment, a case has been described in which multiple types of language models are used in series, but multiple types of language models may also be used in parallel, or multiple types of language models may also be used in a series-parallel configuration. In the case where multiple types of language models are used in parallel, it is preferable to configure the system so that, for example, the same prompt is given to each of the multiple types of language models to obtain multiple pieces of answer support information, and answer support information with common content is transmitted to the display operation terminal 5 of the sales representative. Note that, when the content of multiple pieces of answer support information is a true / false judgment, a more likely judgment result may be identified by majority vote, and the identified judgment result may be transmitted to the display operation terminal 5 of the sales representative as answer support information. In cases where multiple types of language models are used in series and parallel, a preferred configuration is, for example, to obtain multiple pieces of answer support information by giving the same prompt to each of multiple types of front-stage language models, and then provide the multiple pieces of answer support information to a rear-stage language model to summarize it. [Explanation of symbols]

[0083] 1: User phone 2: Public telephone line 4: Sales representative phone 5: Display and operation terminal 6: Internal communication network 7: Information processing equipment 8: Maintenance system 9: External web server 10: Contact center system 70: Recording media 71: Processing section 72: Storage section 72a: Computer Program 72b: Language model 73: Communications Department 721a: First Language Model 722a: Second Language Model 72c: Customer DB 72d: Call history DB 72e:Technical information DB 81: Bug Information DB 82: Test information DB 83: Production information DB 84: Operation information DB

Claims

1. Acquires information about inquiries about molding machines from users, Using the acquired inquiry information and a language model that utilizes a database that stores information about the molding machine, response support information that contributes to answering the inquiry is acquired. Information processing methods.

2. The acquired response support information is transmitted to a sales representative who handles the user's inquiry. The information processing method according to claim 1 .

3. the database stores technical information related to the molding machine; extracting the technical information related to the inquiry information from the database based on the acquired inquiry information; The response support information is obtained by providing a prompt based on the extracted technical information and the inquiry information to the language model. The information processing method according to claim 1 .

4. the database stores at least one of past defect information, test information, and production information of the molding machine; extracting at least one of the defect information, the test information, and the production information related to the inquiry information from the database based on the acquired inquiry information; The response support information is obtained by providing the extracted information and a prompt based on the inquiry information to the language model. The information processing method according to claim 1 .

5. the database stores operation information of the molding machine, extracting the operation information related to the inquiry information from the database based on the acquired inquiry information; The response support information is obtained by providing a prompt based on the extracted operation information and inquiry information to the language model. The information processing method according to claim 1 .

6. Extracting external public web information based on the acquired inquiry information; The response support information is obtained by providing a prompt based on the extracted public web information and the inquiry information to the language model. The information processing method according to claim 1 .

7. Accepting a selection of data related to the query information; The response assistance information is obtained by providing a prompt based on the selected data and the inquiry information to the language model. The information processing method according to claim 1 .

8. Using the plurality of types of language models, the answer support information related to the answer to the inquiry from the user is acquired. The information processing method according to claim 1 .

9. the plurality of types of language models include a first language model that summarizes a sentence and a second language model that is different from the first language model; providing the acquired query information to the first language model to acquire summary information of the query information; The response assistance information related to the response to the inquiry from the user is obtained by providing a prompt based on the acquired summary information and information stored in the database to the second language model. The information processing method according to claim 1 .

10. Acquires information about inquiries about molding machines from users, Using the acquired inquiry information and a language model that utilizes a database that stores information about the molding machine, response support information that contributes to answering the inquiry is acquired. An information processing device including a processing unit for executing processing.

11. Acquires information about inquiries about molding machines from users, Using the acquired inquiry information and a language model that utilizes a database that stores information about the molding machine, response support information that contributes to answering the inquiry is acquired. A computer program that causes a computer to execute a process.

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