Information processing system, chatbot system, information management method, and program

Abstract

To provide an information processing system for accepting the editing of question answer information of a category having editing authority.SOLUTION: An information system 1 for transmitting an answer to a question transmitted from a first terminal 2 to the first terminal on the basis of question answer information includes a management screen generation part for receiving editing of the question answer information of a category for which an account logged in from a second terminal has editing authority.SELECTED DRAWING: Figure 1

Description

[Technical Field]

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

[0002] An information processing system performs pattern recognition on text, voice, images, etc. input by a user via a network. Then, based on the results of the pattern recognition, the information processing system searches for question and answer information and responds to questions asked by the user or controls devices, etc. This is known as a chatbot system. Some chatbot systems can also provide live support, with an operator chatting in response to user instructions.

[0003] Chat services that narrow down answers by question category are known (see, for example, Patent Document 1). Patent Document 1 discloses a chat service that performs search processing using a narrowing-down interactive UI that allows users to select keywords in an inquiry, categories related to FAQ information, or any combination of tags. Summary of the Invention [Problem to be solved by the invention]

[0004] However, conventional technology has a problem in that editing permissions are not set for categories. To enable the bot to provide appropriate answers to users, administrators edit the question and answer information (add, change, delete, etc.). However, multiple administrators may edit question and answer information for different categories. For example, if an administrator in the general affairs department edits general affairs-related question and answer information and an administrator in the accounting department edits accounting-related question and answer information, they may accidentally edit the question and answer information of other departments.

[0005] In view of the above-mentioned problems, an object of the present invention is to provide an information processing system that accepts editing of answer-to-question information in a category for which the user has editing authority. [Means for solving the problem]

[0006] In view of the above problems, the present invention provides an information processing system that transmits an answer to a question sent from a first terminal device based on question answer information, and includes a management screen generation unit that accepts editing of the question answer information for a category for which an account logged in from a second terminal device has editing authority. [Effects of the Invention]

[0007] It is possible to provide an information processing system that accepts editing of question and answer information in a category for which the user has editing authority. [Brief explanation of the drawings]

[0008] [Figure 1] FIG. 1 is a diagram illustrating an outline of the operation of a chatbot system capable of manned response. [Figure 2] FIG. 1 is a diagram illustrating an example of the overall configuration of a chatbot system. [Figure 3] FIG. 2 is a diagram illustrating a hardware configuration of an example of a computer. [Figure 4] A diagram showing an example of the functional configuration of a server device, a user terminal, an administrator terminal, and an operator terminal of a chatbot system. [Figure 5] FIG. 10 is a diagram showing an example of a dialogue flow based on scenario information. [Figure 6] 10 is a diagram illustrating an example of category management information stored in a category management information storage unit. FIG. [Figure 7] FIG. 4 is a diagram illustrating an example of answer-to-question information stored in a question-and-answer information storage unit. [Figure 8] FIG. 4 is a diagram illustrating an example of account information stored in an account information storage unit. [Figure 9] FIG. 4 is a diagram illustrating an example of chat history information stored in a chat history information storage unit. [Figure 10] FIG. 10 is a diagram showing an example of an account registration screen on which an administrator registers new account information. [Figure 11] FIG. 10 is a diagram illustrating an example of an account editing screen on which an administrator changes existing account information. [Figure 12] FIG. 10 is a diagram illustrating an example of a question and answer management screen. [Figure 13] FIG. 10 is a diagram showing an example of a question and answer management screen that is displayed after the administrator presses the edit only button. [Figure 14] FIG. 10 is a diagram illustrating an example of a question and answer editing screen. [Figure 15] 10 is a sequence diagram illustrating an example of a procedure in which an administrator edits answer-to-question information. [Figure 16] FIG. 10 is a diagram illustrating an example of a chat screen displayed on a user terminal. [Figure 17] FIG. 10 is a diagram showing an example of a chat screen displayed by an operator. [Figure 18] FIG. 1 is an example of a sequence diagram illustrating a procedure for a user to chat with a bot. [Figure 19] 10 is a sequence diagram illustrating an example of a procedure in which a user starts a chat session. [Figure 20] FIG. 20 is an example of a flowchart illustrating the detailed procedure of step S25 in FIG. 18. [Figure 21] FIG. 20 is an example of a flowchart illustrating the detailed procedure of step S43 in FIG. 19. [Figure 22] FIG. 10 is a diagram showing an example of a chat screen having a manned response button. DETAILED DESCRIPTION OF THE INVENTION

[0009] Hereinafter, a chatbot system and an information management method performed by the chatbot system will be described as an example of an embodiment of the present invention with reference to the drawings.

[0010] <Chatbot System Overview> Figure 1 is a diagram illustrating the outline of the operation of a chatbot system 100 capable of manned responses. A web browser runs on a user terminal 2, and executes a web application provided by a server device 1. The web application implements a chatbot that answers user questions.

[0011] (1) For example, a user who wants a catalog, a user who wants to know product specifications, or a user who does not know how to use a purchased product inputs a question into the user terminal 2 on which the web application is running.

[0012] (2) The server device 1 extracts keywords from the question and understands the content of the question. The server device 1 may be an AI (Artificial Intelligence) that has learned the correspondence between questions and answers.

[0013] (3) The server device 1 acquires an answer corresponding to the question from the question and answer information storage unit 42.

[0014] (4) The server device 1 transmits a response to the user terminal 2 (an example of a first terminal device) based on the dialogue scenario, the number of responses including whether or not a response was provided, and the like.

[0015] (5) The server device 1 stores an inquiry history, such as a correspondence between questions and answers, in the chat history information storage unit 45.

[0016] (6) On the other hand, if the server device 1 cannot find an answer (including when the answer the user expected is not available), the user inputs an operation to request a live operator into the user terminal 2. This causes the contents of the past chat to be transferred to an operator who can handle the category of the question being chatted.

[0017] In this way, the chatbot system 100 can automatically determine an operator who can handle the category of the user's question and transfer the chat to that operator.

[0018] (7) The operator uses his / her own knowledge and research to input answers to questions into the operator terminal 5, so the user terminal 2 is more likely to receive the answer that the user expects.

[0019] (8) The administrator can operate the administrator terminal 3 (an example of a second terminal device) to edit the question and answer information in order to enrich the answers to questions, etc. The categories of question and answer information for which the administrator has editing authority are predetermined for each administrator, and the administrator can only edit the question and answer information in the categories for which the administrator has editing authority.

[0020] The categories of answer-to-question information that each administrator has editing authority over are determined, so that the administrator cannot edit answer-to-question information from departments other than his or her own, and can prevent the administrator from accidentally editing answer-to-question information managed by other departments.

[0021] <Terminology> A conversation is when two people talk and listen to each other to advance a common topic. A conversation may progress through alternating questions and answers. A question is a question to ask a question or reason, or information to that end. An answer is a response to a question. Note that the content of a conversation is not limited to questions and answers.

[0022] Chat is a type of conversation in which multiple people exchange text in real time (either using a keyboard or voice input). There is no need to strictly distinguish between conversation and chat.

[0023] A bot is an application or program for automating certain tasks or processes. In this embodiment, chatbot is abbreviated as bot.

[0024] The term "administrator" is a convenient name for a person who can edit question and answer information, and the person does not need to be an administrator as long as they have editing authority. Also, rather than administrators being assigned editing authority for each category, the administrator's department may determine whether or not they have editing authority for a category. For example, if the administrator is in the human resources department, they have editing authority for the human resources category.

[0025] <System configuration example> 2 is a diagram showing an example of the overall configuration of a chatbot system. The chatbot system 100 includes a server device 1. The server device 1 may communicate with one or more of a user terminal 2, an administrator terminal 3, and an operator terminal 5 via a network.

[0026] The server device 1 is an example of an information processing system that provides a chatbot service. A server is a computer or software that performs the function of providing information and processing results in response to requests from clients. The server device 1 may exist on the Internet or on-premise. In this embodiment, the server device 1 exists on-premise and has a mechanism for transmitting chat requests from outside the company to the server device 1.

[0027] The server device 1 may also be compatible with cloud computing. Cloud is a term used when no specific hardware resources are intended.

[0028] The server device 1 may be configured with one information processing device or multiple information processing devices. In the following, an example in which a single server device 1 provides a service will be described.

[0029] The user terminal 2 is an information processing device that allows a user to input questions and view answers in a chatbot service. This user may be an employee or an individual from outside the company. The user terminal 2 runs a web browser or an app (called a native app as opposed to a web app). Specific examples of the user terminal 2 include, but are not limited to, smartphones, mobile phones, tablet devices, game consoles, PDAs (Personal Digital Assistants), digital cameras, wearable PCs (Personal Computers), and PCs.

[0030] The administrator terminal 3 is an information processing device on which an administrator or the like performs operations such as editing question and answer information in order to manage the server device 1, etc. A web browser or an application (called a native application as opposed to a web application) runs on the administrator terminal 3. Specific examples of the administrator terminal 3 include, but are not limited to, smartphones, mobile phones, tablet terminals, game consoles, PDAs (Personal Digital Assistants), digital cameras, wearable PCs (Personal Computers), and PCs.

[0031] The operator terminal 5 is an information processing device on which a human operator in a chatbot service performs operations such as inputting responses. A web browser or an application (called a native application as opposed to a web application) runs on the operator terminal 5. Specific examples of the operator terminal 5 include, but are not limited to, smartphones, mobile phones, tablet terminals, game consoles, PDAs (Personal Digital Assistants), digital cameras, wearable PCs (Personal Computers), and PCs. The administrator and operator may be the same employee (the administrator terminal 3 and the operator terminal 5 may be the same device).

[0032] The server device 1, user terminal 2, administrator terminal 3, and operator terminal 5 are connected to one another via a network 4. For example, the network 4 is constructed by a combination of one or more of a LAN (Local Area Network), a WAN, the Internet, etc. A telephone communication network may also be connected to the network 4. Part or all of the network 4 may be wired or wireless. Furthermore, short-range communication such as visible light communication, Bluetooth (registered trademark), and infrared communication may also be included.

[0033] The server device 1 communicates with a user terminal 2, an administrator terminal 3, an operator terminal 5, etc. For example, the server device 1 provides a so-called chatbot service that responds with response information such as an answer to input information such as a question entered by a user.

[0034] The server device 1 also provides services such as messaging, or chatting, between the user terminal 2 and the operator terminal 5, or between multiple user terminals. That is, the server device 1 provides instant messaging services.

[0035] <Hardware configuration example> <<Computer>> The server device 1, user terminal 2, administrator terminal 3, and operator terminal 5 in Fig. 2 are realized, for example, by a computer having the hardware configuration shown in Fig. 3. Fig. 3 is a hardware configuration diagram of an example computer. The computer 500 in Fig. 3 is constructed by a computer, and as shown in Fig. 3, includes a CPU 501, a ROM 502, a RAM 503, an HD 504, an HDD controller 505 (Hard Disk Drive), a display 506, an external device connection I / F 508 (Interface), a network I / F 509, a bus line 510, a keyboard 511, a pointing device 512, an optical drive 514 (Digital Versatile Disk Rewritable), and a media I / F 516.

[0036] Of these, the CPU 501 controls the overall operation of the computer. The ROM 502 stores programs, such as the IPL, used to drive the CPU 501. The RAM 503 is used as a work area for the CPU 501. The HD 504 stores various data, such as programs. The HDD controller 505 controls the reading and writing of various data from and to the HD 504 under the control of the CPU 501. The display 506 displays various information, such as a cursor, menus, windows, characters, or images. The external device connection I / F 508 is an interface for connecting various external devices. In this case, external devices include, for example, USB (Universal Serial Bus) memories and printers. The network I / F 509 is an interface for data communication using a communication network. The bus line 510 is an address bus, a data bus, or the like, for electrically connecting the components, such as the CPU 501, shown in FIG. 3.

[0037] The keyboard 511 is a type of input means having multiple keys for inputting characters, numbers, various instructions, etc. The pointing device 512 is a type of input means for selecting and executing various instructions, selecting a processing target, moving a cursor, etc. The optical drive 514 controls reading and writing of various data from an optical storage medium 513, which is an example of a removable storage medium. The optical storage medium 513 is a CD, DVD, Blu-Ray (registered trademark), etc. The media I / F 516 controls reading and writing (storing) of data from a storage medium 515, such as a flash memory.

[0038] <Function block diagram> FIG. 4 is a diagram showing an example of the functional configuration of the server device 1, the user terminal 2, the administrator terminal 3, and the operator terminal 5 included in the chatbot system 100.

[0039] The server device 1 has an acquisition unit 11, a search unit 12, a response unit 13, a communication unit 14, a dialogue control unit 15, a storage unit 16, a call unit 17, a management screen generation unit 18, and an authentication unit 19. These functions of the server device 1 are functions or means realized by a CPU 501 of a computer 500 shown in FIG. 3 executing a program loaded from an HD 504 to a RAM 503.

[0040] The dialogue control unit 15 controls the entire chatbot service, which accepts questions from the user terminal 2 based on a scenario and sends answers to the user terminal 2. The dialogue control unit 15 controls the dialogue so that the user can enter an appropriate question depending on the presence or absence and number of answers. The dialogue control unit 15 determines the operator to call based on the category of question and answer information and the categories that the operator can handle.

[0041] Furthermore, the dialogue control unit 15 controls the output unit 22 of the user terminal 2 to display a button for chatting with a person in charge and a manned response button 171 based on the category of question and answer information and the category that an operator can handle.

[0042] The acquisition unit 11 acquires input information, such as a question entered into the user terminal 2, via the communication unit 14. The search unit 12 performs morphological analysis on the input information and searches the question and answer information storage unit 42. For this purpose, the search unit 12 decomposes the question included in each piece of question and answer information into multiple keywords using morphological analysis in advance. The search unit 12 then decomposes the received question sentence into multiple keywords using morphological analysis. The search unit 12 also references separately registered synonyms (for example, "hire" is registered as a synonym for "recruit") and searches for question and answer information using the synonyms. The search unit 12 calculates the degree of match between the user's question and the question in the question and answer information, and determines N answers in descending order of the degree of match that is equal to or greater than a threshold. The response unit 13 responds to the user terminal 2 via the communication unit 14 with the answers found by the search unit 12 as response information.

[0043] The acquisition unit 11, the search unit 12, and the response unit 13 output response information to input information input via the input unit 21 at the output unit 22. Therefore, the acquisition unit 11, the search unit 12, and the response unit 13 realize the bot 200.

[0044] The search unit 12 may determine keywords not simply through morphological analysis, but also through AI that has learned the correspondence between questions and their intentions. In this case, the intention becomes the keyword, but it is also possible to extract keywords that are not included in the question. Furthermore, the search unit 12 can determine keywords by taking into consideration not only the question but also circumstances such as the time of day and weather.

[0045] The saving unit 16 saves the chat history in the chat history information storage unit 45. When the user desires human assistance, the calling unit 17 calls the operator terminal 5 determined by the dialogue control unit 15. When the calling unit 17 receives a dialogue start notification from the operator terminal 5, it notifies the dialogue control unit 15. The dialogue control unit 15 starts a chat between the user terminal 2 and the operator terminal 5.

[0046] The management screen generation unit 18 generates a management screen to be displayed by the administrator terminal 3, and provides the screen information to the administrator terminal 3. The screen information is a program written in HTML, XML, a scripting language, CSS (cascading style sheet), etc., with the structure of the web page being specified mainly by HTML, the behavior of the web page being defined by the scripting language, and the style of the web page being specified by CSS.

[0047] The authentication unit 19 authenticates the administrator using a user name, password, etc. If the authentication is successful, the administrator is identified. Note that the authentication may be performed by an external authentication server, or a single sign-on such as OAUTH may be used.

[0048] The user terminal 2, the administrator terminal 3, and the operator terminal 5 respectively have input units 21, 31, and 51, output units 22, 32, and 52, and communication units 23, 33, and 53. These functions of the user terminal 2, the administrator terminal 3, and the operator terminal 5 are functions or means realized by the CPU 501 of the computer 500 shown in FIG. 3 executing a program loaded from the HD 504 to the RAM 503.

[0049] The input units 21, 31, and 51 accept inputs and operations from a user, administrator, or operator. The output units 22, 32, and 52 output various information (answers, screens, etc.) transmitted from the server device 1 to a display. The communication units 23, 33, and 53 transmit and receive various information to and from the server device 1.

[0050] <Storage Contents> The information held in the storage unit 40 of the server device 1 will be described below with reference to FIGS.

[0051] 5 is a diagram showing an example of a dialogue flow based on scenario information. The scenario information storage unit stores scenario information that realizes a dialogue according to input information. The scenario information is generated so as to realize a dialogue with a user in accordance with a scenario that is input in advance to a dialogue scenario DB.

[0052] For example, when the acquisition unit 11 receives input information from a user, the answering unit responds with response information that is an answer to a question, as envisioned below based on the scenario information.

[0053] In step S1002, first, the dialogue control unit 15 displays a selection menu on the user terminal 2 as a method for searching for questions. For example, the selection menu is a GUI that accepts an operation to have the user select one of three options: "Search all categories," "Search by selecting a category," and "Search by frequently asked questions." Note that the selection menu may display four or more options or two or less options.

[0054] When "Search from all categories" is selected from the selection menu ("Search from all categories" in the figure), the scenario proceeds to step S1003.

[0055] Also, when "Search by FAQ" is selected from the selection menu ("Select from FAQ" in the figure), the scenario proceeds to step S1008. When "Search by selecting from category" ("Select from category" in the figure) is selected from the selection menu, the scenario proceeds to step S1010.

[0056] In step S1003, the dialogue control unit 15 causes the user terminal 2 to display a message prompting the user to input a question in text. In addition, the output unit 22 causes the user terminal 2 to display a GUI such as a text box, and the input unit 21 accepts an operation to input text that will be the question. Next, when a question is input ("Enter any question text" in the figure), the scenario proceeds to step S1004.

[0057] In step S1004, the search unit 12 analyzes the character string representing the question. Then, the search unit 12 searches the question and answer information storage unit 42 to extract candidates that may be answers to the question (hereinafter simply referred to as "candidates"). Note that the search unit 12 may obtain multiple candidates as a result of the search.

[0058] If the search in step S1004 results in one candidate ("one candidate" in the figure), the response unit 13 responds with the searched candidate as response information. Also, if the search in step S1004 results in two or more candidates ("two or more candidates" in the figure), the scenario proceeds to step S1005. If the search in step S1004 results in no candidate being detected ("no candidate detected" in the figure), the scenario proceeds to step S1006.

[0059] In step S1005, the output unit 22 displays on the user terminal 2 a GUI that prompts the user to perform either an operation to select one of the multiple candidates or an operation to deselect all of the candidates.

[0060] In step S1007, when an operation to select one of the candidates is performed ("select a candidate" in the figure), the dialogue control unit 15 responds with the selected candidate as response information. On the other hand, when an operation to select no selection is performed ("no match found" in the figure), the dialogue control unit 15 displays, for example, an apology message on the user terminal 2 indicating that it is not possible to display an answer to the question at this stage.

[0061] In step S1006, the output unit 22 displays a message of apology and a message prompting the user to search again on the user terminal 2, and the process returns to step S1002.

[0062] In step S1008, the dialogue control unit 15 refers to the inquiry history DB and extracts one or more questions (for example, about three) that are frequently inquired about by other users, etc. Then, the output unit 22 displays a list of the questions on the user terminal 2. Furthermore, the output unit 22 displays a GUI on the user terminal 2 to allow the user to select another search method.

[0063] In step S1009, when a question is selected ("Select a frequently asked question" in the figure), the search unit 12 searches for an answer to the selected question from the question and answer information storage unit 42, and the response unit 13 responds with the search results as response information. On the other hand, when another search method is selected in step S1009 ("Select a different search method" in the figure), the scenario returns to step S1002.

[0064] In step S1010, the dialogue control unit 15 displays a list of category names on the user terminal 2. Then, when an operation to select a category from the list of category names is performed ("Select category" in the figure), the scenario proceeds to step S1011.

[0065] In step S1011, the input unit 21 accepts an operation to input characters that will be a question. Next, when a question is input ("Enter any question characters" in the figure), the acquisition unit 11 acquires input information that indicates the question. Then, the scenario proceeds to step S1012.

[0066] In step S1012, the search unit 12 searches the question and answer information storage unit 42 to extract candidates. Next, if there is one candidate ("one answer" in the figure), the response unit 13 responds with the searched candidate as response information. If there are two or more candidates ("two or more candidates" in the figure), the scenario proceeds to step S1013. If no candidate can be detected ("no candidate detected" in the figure), the scenario proceeds to step S1014.

[0067] In step S1013, the dialogue control unit 15 displays a GUI on the user terminal 2 that prompts the user to perform either an operation to select one of the multiple candidates or an operation to deselect all of the candidates.

[0068] In step S1015, when an operation to select one of the candidates is performed ("select a candidate" in the figure), the dialogue control unit 15 responds with the selected candidate as response information. On the other hand, when an operation to select no selection is performed ("no match found" in the figure), the dialogue control unit 15 displays, for example, an apology message on the user terminal 2 indicating that it is not possible to display an answer to the question at this stage.

[0069] In step S1014, the dialogue control unit 15 displays a message of apology and a message prompting the user to search again on the user terminal 2, and the process returns to step S1002.

[0070] The scenario information is input assuming, for example, the above-mentioned dialogue flow. That is, the scenario information indicates the results of the administrator's settings regarding the types of GUIs used in the dialogue flow, the order in which messages and GUIs are output, and so on.

[0071] 6 shows an example of category management information stored in the category management information storage unit 43. A category refers to a basic classification for classifying question and answer information. The category management information is a list of categories that question and answer information has. Each item in the category management information will be described below.

[0072] Category management information has a hierarchical structure, with major categories registered at the first level and categories that are sub-categorizations of the major categories registered at the second level. Categories may be managed at only one level. Category management information may also be managed at three or more levels.

[0073] At the first level, categories such as products, company information, and recruitment information are registered. At the second level, categories such as medical equipment and imaging equipment are associated with products, and categories such as new graduates and careers are associated with recruitment information. The types of categories available vary depending on the company's business.

[0074] 7 shows an example of answer-to-question information stored in the answer-to-question information storage unit 42. The answer-to-question information is used to search for questions sent from the user terminal 2 and to provide answers corresponding to these questions. Each item contained in the answer-to-question information will be described below.

[0075] The ID is identification information that identifies the question and answer information (correspondence between a question and its answer).

[0076] The category is the category that the administrator has set for this question. By registering an appropriate category, the administrator can enable the search unit 12 to search for an appropriate answer. The category may be either a first-level category or a second-level category.

[0077] The question is the specific content of an inquiry expected from a user, registered by the administrator. The question is broken down into keywords by morphological analysis as described above, and the search unit 12 searches for the question (broken down into keywords by morphological analysis) sent from the user terminal 2.

[0078] An answer is a response to a question. The administrator registers appropriate answers to questions.

[0079] 8 is an example of account information stored in the account information storage unit 44. The account information manages information about the person (operator or administrator) who runs the chatbot system 100. Each item of the account information will be described below.

[0080] The login ID is identification information for the operator or administrator. In Figure 8, the login ID is an email address, but the login ID may be a combination of numbers, letters, symbols, etc., biometric authentication information, an IC card number, etc.

[0081] A password is a combination of numbers, letters, symbols, etc. that is used by an operator or administrator to verify their identity.

[0082] The name is the name, nickname, or ID of the operator or administrator.

[0083] The editable category or the available category indicates a category that is permitted to be edited in the case of an administrator, and indicates a category that can be handled by a human in the case of an operator.

[0084] The availability of chat staff indicates whether an operator or administrator is available to handle chats. Therefore, for operators, "Available" is usually set.

[0085] The above items are registered in advance by the administrator.

[0086] - Manned chat status is the current status of the operator or administrator. Away status is registered when not logged in or when the away status is switched by operation. Manned chat status indicates that the operator or administrator is currently chatting with a user. Waiting status means that the operator or administrator is logged in but is not chatting or away from the user.

[0087] 9 is an example of chat history information stored in the chat history information storage unit 45. The chat history information manages the content of chats between a user and a bot or an operator. Each item of the chat history information will be described.

[0088] The session ID is identification information for the communication between the user and the operator from the start to the end of the chat. This session ID manages the correspondence between the user terminal 2 and the operator terminal 5, and answers to questions are sent to the user terminal 2. The session ID can be any number that does not overlap, such as a UUID or a hash value.

[0089] The date and time is the date and time when the user terminal 2 displayed the chat screen.

[0090] The conversation history maps the speaker to the conversation content. The speaker is the name of the user, bot, or operator. The user's comments are mainly questions, and the bot's or operator's comments are mainly answers.

[0091] The questioner ID is identification information assigned to the user who asked the question. Since the chatbot system 100 of this embodiment can be used by any user, this questioner ID changes each time the same user accesses the chatbot system 100. Alternatively, the same questioner ID may be assigned to the same user using a cookie. When a user logs in to the server device 1 (or native app), the login ID becomes the questioner ID.

[0092] The category is determined based on the question in the chat. There is not necessarily only one category. The category may change even within the same session.

[0093] The resolved flag is information (yes or no) entered by the user in the chat feedback input field to indicate whether the issue has been resolved or not. Note that no input indicates that the user has not entered anything.

[0094] <Registering account information> Fig. 10 shows an account registration screen 110 on which an administrator registers new account information. The account registration screen 110 has input fields (login ID field 114, password field 115, name field 116) corresponding to the account information shown in Fig. 8. Explanation of these fields will be omitted.

[0095] The restriction type field 111 specifies how the categories that the administrator or operator registered with this account information can edit are restricted. For example, in FIG. 10, "Only designated categories can be edited" is set. The following four types can be specified in the restriction type field 111. (i) Full Editing: Full editing allows users to edit, add, and delete not only the information in the question and answer management table, but also the categories themselves (they can also set the categories to which the question and answer information belongs). Furthermore, full editing also allows users to add and edit user accounts. Users in (ii) to (iv) below do not have the right to add or edit user accounts. (ii) Question and answer editable: A question and answer editable user can modify, add, or delete question and answer information of all categories registered in the question and answer management table (the user can also set the category to which the question and answer information belongs). (iii) Editing of designated categories: Editing of designated categories allows you to modify, add, or delete question and answer information corresponding to one or more categories specified on the account addition screen or account edit screen (you cannot set the category to which the question and answer information belongs). (iv) View only: With view only, you can view (but not edit) all of the question and answer information registered in the question and answer information storage unit 42. For the above (i) to (iii), you also have the authority to view all of the information registered in the question and answer information storage unit 42.

[0096] The editable category field 112 is a field for the administrator or operator registered with this account information to select editable categories. The administrator or operator can select a category from the category search results. The editable category field 112 is enabled (entry is possible) only when "Only specified categories can be edited" is selected in the restriction type field 111.

[0097] The check box 113 for "Supports manned chat" corresponds to whether manned chat is available in the account information shown in Fig. 8. The check box 113 is checked mainly by operators.

[0098] 11 shows an account editing screen on which an administrator can change existing account information. Similar to FIG. 11, the account editing screen has a restriction type field 111, an editable category field 112, and a "Supports manned chat" checkbox 113. The setting method can be the same as in FIG. 10.

[0099] <Question and answer management screen> Although the administrator can edit answer information, there are cases where the administrator accidentally edits answer information in a category that the administrator does not specialize in. Therefore, the management screen generation unit 18 of this embodiment allows the administrator to edit answer information only in categories that the administrator can edit.

[0100] 12 is an example of the question and answer management screen 130. The question and answer management screen 130 displays a list 132 of question and answer information stored in the question and answer information storage unit 42. Although the administrator is given editing authority, he or she can only edit question and answer information in editable categories.

[0101] All answer-to-question information is displayed immediately after the administrator terminal 3 displays the question and answer management screen 130. When the administrator presses the "Editable Only" button 131, only answer-to-question information belonging to categories for which the administrator has editing authority is displayed on the question and answer management screen 130.

[0102] 13 shows the question and answer management screen 130 that is displayed after the administrator presses the edit only button 131. According to the account information in FIG. 8, the category that the administrator named Conversation Jiro can edit is medical equipment, so the management screen generation unit 18 displays only medical equipment question and answer information 133 on the question and answer management screen 130 of the administrator terminal 3. The administrator can delete this question and answer information by pressing the delete button 134.

[0103] This prevents the administrator from accidentally editing answer information in a category that is not his / her specialty.

[0104] Note that if the question and answer management screen 130 displays the question and answer information of all categories and the question and answer information edited by the administrator is in a category that can be edited by the administrator, the management screen generation unit 18 may accept the edit.

[0105] When the administrator selects the answer to question information that he or she wishes to edit on the question and answer management screen 130, the screen transitions to a question and answer editing screen 140 shown in FIG.

[0106] 14 is an example of a question and answer editing screen 140. The question and answer editing screen 140 has a category field 141, a question field 142, and an answer field 143. The category field 141, the question field 142, and the answer field 143 display categories, questions, and answers that have been registered in the question and answer information storage unit 42. The administrator can edit the categories, questions, and answers as desired. The administrator can also add new question and answer information by entering categories, questions, and answers as desired.

[0107] <Operation procedure> FIG. 15 is an example of a sequence diagram showing a procedure in which the administrator edits answer-to-question information.

[0108] S1: The administrator inputs login information (user name and password) into the administrator terminal 3. The input unit 31 of the administrator terminal 3 accepts the input.

[0109] S2: The communication unit 33 transmits a login request together with the login information to the server device 1.

[0110] S3: The communication unit 14 of the server device 1 receives the login request, and the authentication unit 19 performs authentication using the login information and records the IP address of the administrator terminal 3. When an operator logs in, the IP address of the operator terminal 5 is also recorded. This is because, during manned chat, the calling unit 17 communicates with the called operator terminal 5 as the destination.

[0111] S4: The authentication unit 19 of the server device 1 identifies the administrator and acquires editable categories from the account information. The management screen generation unit 18 transmits screen information of the initial screen to the administrator terminal 3 via the communication unit 14.

[0112] S5: The communication unit 33 of the administrator terminal 3 receives the screen information of the initial screen, and the output unit 32 displays the initial screen. The initial screen may be a chat history, a list of questions and answers, or the like.

[0113] S6: The administrator inputs the display of the question and answer management screen 130 into the administrator terminal 3. The input unit 31 accepts the input.

[0114] S7: The communication unit 33 requests the question and answer management screen 130 from the server device 1.

[0115] S8: The communication unit 14 of the server device 1 receives the request for the question and answer management screen 130, and the management screen generation unit 18 acquires a list of question and answer information (including categories) from the question and answer information storage unit 42. At this point, categories that can be edited by the administrator are not taken into consideration.

[0116] S9: The management screen generating unit 18 of the server device 1 transmits screen information of the question and answer management screen 130 to the administrator terminal 3.

[0117] S10: The communication unit 33 of the administrator terminal 3 receives the screen information of the question and answer management screen 130, and the output unit 32 displays the question and answer management screen 130.

[0118] S11: The administrator selects any answer to question information, and the input unit 31 accepts the selection.

[0119] S12: If the category to which the selected answer to question belongs is the same as or is included in a category that the administrator can edit, the output unit 32 of the administrator terminal 3 displays the question and answer editing screen 140. If the Delete button is pressed in step S11, a deletion confirmation dialog (Yes, No) is displayed, and if Yes is pressed, the answer to question will be deleted.

[0120] In this way, display and non-display according to the category are controlled on the administrator terminal 3 side. Such control is possible using JavaScript (registered trademark) or the like, and the screen information of the question and answer management screen 130 includes control of display and non-display according to the category.

[0121] Alternatively, the server device 1 may perform display or non-display according to the category. In this case, the management screen generator 18 of the server device 1 transmits only question and answer information that belongs to a category for which the administrator has editing authority to the administrator terminal 3. In either method, the server device 1 accepts editing of question and answer information for a category for which the administrator has editing authority.

[0122] S13: If the category to which the selected answer to question information belongs is not the same as or included in the categories that the administrator can edit, the output unit 32 of the administrator terminal 3 displays a message indicating that the administrator does not have editing authority. If the delete button is pressed in step S11, a message indicating that the administrator does not have deletion authority is displayed.

[0123] <Transition from chat with bots to chat with humans> When chatting with a bot, a user may not receive the answer they expect. In this case, the user can request to chat directly with an operator. Conventionally, there has been a problem in that the operator to whom the chat is transferred is not necessarily knowledgeable about the category of answer-to-question information corresponding to the user's question. In this embodiment, the chatbot system 100 can improve user satisfaction by connecting the user to an operator who can handle the category of answer-to-question information corresponding to the user's question.

[0124] 16 is an example of a chat screen 150 displayed by the user terminal 2. When the user terminal 2 starts communication with the server device 1 and displays the chat screen 150, the initial screen displays a message 155 saying, "Enter your question directly or select a search method using the buttons," a category selection button 157, and a frequently asked questions button 158. In FIG. 16, the user operates the question input field 154 to directly input the question 151, "medical care."

[0125] An answer 152 by the answering section is displayed in response to a user's question 151, "medical care." The question 151 is entered in a question input field 154.

[0126] In response to this answer, the dialogue control unit 15 also sends a feedback input field 153 to the user terminal 2. The feedback input field 153 accepts the user's evaluation of the answer. The feedback input field 153 displays a Yes button 153a, a No button 153b, and a I would like to chat with a representative button 153c (an example of a first button) on the user terminal 2. If the user requests to chat directly with an operator, the user presses the I would like to chat with a representative button 153c.

[0127] When displaying the "I want to chat with a person in charge" button 153c, the dialogue control unit 15 acquires an operator who can handle the category of question and answer information from the account information. Naturally, this operator's availability for manned chat is "available" and their manned chat status is "on standby." When such an operator is detected, the dialogue control unit 15 displays the "I want to chat with a person in charge" button 153c on the user terminal 2. Specifically, the dialogue control unit 15 switches between displaying and hiding the screen on which the "I want to chat with a person in charge" button 153c is displayed.

[0128] This prevents a situation from occurring in which, after the user presses button 153c indicating that he / she wants to chat with a person in charge, no operator who can handle the category of answer-to-question information can be found.

[0129] 17 is an example of a chat screen 160 displayed by an operator. The calling unit 17 transmits the conversation contents (indicated by reference numerals 151 and 152) identified by the session ID and acquired from the chat history information storage unit 45 to the operator detected by the dialogue control unit 15. Therefore, the question 151 and answer 152 in FIG. 16 are displayed on the chat screen 160 in FIG. 17.

[0130] In response to the pressing of the button 153c indicating that the user wants to chat with the person in charge, the dialogue control unit 15 displays messages 161, 162 such as "I would like to chat with the person in charge" on the operator terminal 5 and the user terminal 2. Furthermore, when the operator responds to the call by inputting a response accepting the question, the dialogue control unit 15 displays a message 163 saying "You have been connected to the person in charge. You can now chat" on the operator terminal 5 and the user terminal 2. The same session ID as that of the previous chat is associated with the operator terminal 5. The operator's comments are also stored in the chat history information storage unit 45 in association with the session ID.

[0131] When the user inputs a message 164 such as "I would like to inquire about custom-ordered medical equipment" into the user terminal 2, the input unit 21 accepts the message, and the communication unit 23 transmits it to the server device 1. In the server device 1, the dialogue control unit 15 transmits the message to the operator terminal 5 identified by the session ID, and the output unit 52 of the operator terminal 5 outputs the message.

[0132] When the operator inputs a message 165 such as "Which medical device do you want to order?" into the operator terminal 5, the input unit 51 accepts it, and the communication unit 23 sends it to the server device 1. In the server device 1, the dialogue control unit 15 sends the message to the user terminal 2 identified by the session ID, and the output unit 22 of the user terminal 2 outputs the message 165.

[0133] After that, this process is repeated to allow the user and operator to chat.

[0134] 17 is a field where the operator can input any memo, handwritten drawing, etc. In principle, the memo is not sent to the user terminal 2. However, in exceptional cases where the operator operates the memo field 169, the information in the memo field 169 is sent to the user terminal 2.

[0135] <Chat procedure> 18 is an example of a sequence diagram showing the procedure for a user to chat with a bot. The process in FIG. 18 starts when the user terminal 2 connects to the server device 1 and displays the chat screen.

[0136] S21: The user inputs a question into the user terminal 2. The input unit 21 accepts the input.

[0137] S22: The communication unit 23 of the user terminal 2 sends the question to the server device 1. The question is accompanied by a questioner ID and a session ID. The session ID is generated and sent to the user terminal 2 when a connection is established between the user terminal 2 and the server device 1.

[0138] S23: The communication unit 14 of the server device 1 receives the question, and the storage unit 16 records the question etc. in the chat history information storage unit 45.

[0139] S24: The search unit 12 searches the answer to question information to identify the answer.

[0140] S25: Here, the dialogue control unit 15 determines whether or not to display the "I want to chat with the person in charge" button 153c. This is to determine whether or not to display the "I want to chat with the person in charge" button 153c in the feedback input field 153. Details of the process will be described with reference to FIG. 20.

[0141] S26: The response unit 13 transmits a response to the user terminal 2.

[0142] S27: The saving unit 16 records the reply in the chat history information storage unit 45.

[0143] S28: The dialogue control unit 15 transmits the feedback input field to the user terminal 2 via the communication unit 14.

[0144] S29: If it is determined that the "I want to chat with the person in charge" button 153c can be displayed, the dialogue control unit 15 instructs the user terminal 2 via the communication unit 14 to display the "I want to chat with the person in charge" button 153c.

[0145] S30: If it is not possible to determine whether the "I want to chat with the person in charge" button 153c can be displayed, the dialogue control unit 15 instructs the user terminal 2 via the communication unit 14 to not display the "I want to chat with the person in charge" button 153c.

[0146] S31: The communication unit 23 of the user terminal 2 receives the display / non-display instruction of the "I want to chat with the person in charge" button 153c, and the output unit 22 of the user terminal 2 updates the chat screen in response to the display / non-display instruction.

[0147] S32: The user inputs feedback (yes or no) into the feedback input field 153 at the user terminal 2. The input unit 21 accepts the input.

[0148] S33: The communication unit 23 transmits the feedback to the server device 1.

[0149] S34: The communication unit 14 of the server device 1 receives the feedback, and the storage unit 16 records a solution flag in the chat history information storage unit 45 based on the feedback.

[0150] 18 may be moved after step S33. In this case, the process of step S25 is executed in response to the user selecting "No" in the feedback field, and the dialogue control unit 15 controls whether to display or hide the "I want to chat with the person in charge" button 153c in response to the result of the determination.

[0151] Furthermore, in this case, if the user selects the Yes button 153a, the dialogue control unit 15 determines that the user is satisfied with the answer from the bot (determines that manned chat is unnecessary), and does not need to display the I want to chat with a representative button 153c regardless of whether there is an operator available to handle manned chat.

[0152] FIG. 19 is an example of a sequence diagram showing a procedure for a user to start a chat session.

[0153] S41: The user presses the button 153c indicating that he / she wants to chat with the person in charge. The input unit 21 accepts the input.

[0154] S42: The communication unit 23 of the user terminal 2 sends a manned chat request to the server device 1.

[0155] S43: The communication unit 14 of the server device 1 receives the manned chat request, and the dialogue control unit 15 determines the operator to be called. The details of the determination method will be explained with reference to FIG.

[0156] S44: The calling unit 17 calls the determined operator terminal 5, specifying the IP address recorded at the time of login of the operator terminal 5 as the destination.

[0157] S45: The output unit 52 of the operator terminal 5 displays or sounds a message indicating that a call is being made.

[0158] S46: The operator inputs an operation to accept a manned chat into the operator terminal 5. The input unit 51 accepts the input.

[0159] S47: The communication unit 53 of the operator terminal 5 transmits a notification of acceptance of the manned chat to the server device 1. The acceptance notification is accompanied by the login ID.

[0160] S48: The communication unit 14 of the server device 1 receives the acceptance notification, and the dialogue control unit 15 notifies the user terminal 2 via the communication unit 14 of the start of a manned chat.

[0161] S49: The communication unit 23 of the user terminal 2 receives the notification that the manned chat has started, and the output unit 22 displays the message that the manned chat has started.

[0162] S50: The user inputs a question into the user terminal 2. The input unit 21 accepts the input.

[0163] S51: The communication unit 23 of the user terminal 2 transmits a question to the server device 1. The question is accompanied by a questioner ID and a session ID.

[0164] S52: The communication unit 14 of the server device 1 receives the question, and the storage unit 16 records the question etc. in the chat history information storage unit 45.

[0165] S53: The dialogue control unit 15 of the server device 1 transmits the question to the operator terminal 5 via the communication unit 14. The IP address of this operator terminal 5 is stored when the operator logs in.

[0166] S54: The communication unit 53 of the operator terminal 5 receives the question, and the output unit 52 displays the question.

[0167] S55: The operator inputs the answer into the operator terminal 5. The input unit 51 accepts the input.

[0168] S56: The communication unit 53 of the operator terminal 5 transmits the response to the server device 1.

[0169] S57: The communication unit 14 of the server device 1 receives the response, and the dialogue control unit 15 transmits the response to the user terminal 2.

[0170] S58: The saving unit 16 records the reply in the chat history information storage unit 45.

[0171] S59: The communication unit 23 of the user terminal 2 receives the answer, and the output unit 22 displays the answer.

[0172] This way, users can switch from chatting with a bot to chatting with an operator.

[0173] <<Details of Step S25 in Figure 18>> FIG. 20 is an example of a flowchart illustrating the detailed procedure of step S25 in FIG.

[0174] First, the dialogue control unit 15 refers to the account information storage unit 44 to identify an account that is on standby (S101).

[0175] If there is no waiting account, the dialogue control unit 15 determines that the button 153c for wanting to chat with a person in charge is not displayed (S108).

[0176] If there is a waiting account, the dialogue control unit 15 determines whether or not the chat history information contains a conversation in which the speaker is a bot (S103).

[0177] If the speaker does not have a conversation with a bot, the category of the question and answer information is unknown, and the process proceeds to step S107.

[0178] If the speaker has a conversation with the bot, the dialogue control unit 15 acquires a category corresponding to the latest conversation content from the chat history information (S104). The dialogue control unit 15 may acquire a category corresponding to the first conversation content between the speaker and the bot, instead of the latest conversation content.

[0179] Next, the interaction control unit 15 identifies the standby accounts that have the right to edit the acquired category (S105).

[0180] If the account can be identified in step S105 (Yes in S106), the dialogue control unit 15 determines to display the button 153c for wanting to chat with the person in charge (S107).

[0181] If the account cannot be identified in step S105 (No in S106), the dialogue control unit 15 determines not to display the "I want to chat with the person in charge" button 153c (S108).

[0182] The determinations in steps S102 and S105 can be made in any order.

[0183] <<Details of Step S43 in Figure 19>> Fig. 21 is an example of a flowchart illustrating the detailed procedure of step S43 in Fig. 19. The explanation of Fig. 21 will mainly focus on the differences from Fig. 20. Steps S201 to S206 may be the same as steps S101 to S106 in Fig. 20.

[0184] In step S208, since there is no waiting account, the dialogue control unit 15 determines to notify the user terminal 2 that manned chat is not possible (S208).

[0185] In step S207, the dialogue control unit 15 determines the identified account as the call destination (S207). If there are multiple accounts, the dialogue control unit 15 may select an arbitrary account, or may select the operator who has been in the most recent chat for the longest time.

[0186] <Display of manned response button> 16, following a series of chats consisting of questions and answers, the dialogue control unit 15 displays a button 153c indicating that the user would like to chat with a person in charge on the user terminal 2. However, such a button may be displayed at all times on the user terminal 2. Hereinafter, this button will be referred to as the "attended button" to distinguish it from the button 153c indicating that the user would like to chat with a person in charge.

[0187] FIG. 22 is an example of a chat screen 170 having a manned response button 171. On this chat screen 170, the manned response button 171 (an example of a second button) is displayed in a fixed position. The manned response button 171 is displayed in a position where the user can press it at any time. When displaying the manned response button 171, the dialogue control unit 15 makes the same judgment as when determining whether to display the "I want to chat with a person in charge" button 153c. Depending on the judgment result, the dialogue control unit 15 switches between displaying and hiding the manned response button 171.

[0188] The timing for determining whether to display or hide the attendant response button 171 is as follows. (i) Timing when the user terminal 2 connects to the server device 1 and displays the chat screen (ii) Timing when the server device 1 sends the answer to the user terminal 2 (iii) When the user clicked "No" on the feedback button (when the user did not get the answer they wanted) (iv) The user terminal 2 sends a request to the server device 1 requesting the display status of the manned response button 171, and the server device 1 periodically (e.g., once every 10 seconds) determines the display status of the manned response button 171, and if there is a change in the display status, responds to the user terminal 2 with the latest display status.

[0189] The manned response button 171 can be displayed if there is an operator corresponding to the question category, so it is easier for the user to start a chat with an operator than the chat with person in charge button 153c displayed after the answer.

[0190] <Major Effects> In the chatbot system 100 of this embodiment, categories that can be edited or handled by an administrator or operator terminal are registered in the account information storage unit, so that an operator who can handle the category of the user's question can be automatically determined and the chat can be transferred to that operator. Also, because the categories of question and answer information that an administrator has editing authority for are determined for each administrator, an administrator cannot edit question and answer information from departments other than their own, preventing the administrator from accidentally editing question and answer information managed by another department.

[0191] <Other application examples> The best mode for carrying out the present invention has been described above using examples, but the present invention is not limited to these examples in any way, and various modifications and substitutions can be made within the scope that does not deviate from the gist of the present invention.

[0192] For example, the configuration example in Figure 4 and the like is divided according to main functions to make it easier to understand the processing by the user terminal 2, administrator terminal 3, operator terminal 5, and server device 1. The method of dividing the processing units and their names do not limit the present invention. The processing by the user terminal 2, administrator terminal 3, operator terminal 5, and server device 1 can also be divided into more processing units depending on the processing content. Furthermore, one processing unit can also be divided so that it includes more processes.

[0193] Additionally, the devices described in the examples are merely one of several computing environments for implementing the embodiments disclosed herein. In one embodiment, the server device 1 includes multiple computing devices, such as a server cluster. The multiple computing devices are configured to communicate with each other via any type of communication link, including a network, shared memory, etc., and perform the processes disclosed herein.

[0194] Furthermore, the server device 1 can be configured to share the processing steps disclosed in this embodiment, for example, FIGS. 15, 18, and 19, in various combinations. For example, a process executed by a specific unit can be executed by multiple information processing devices included in the server device 1. Also, the server device 1 may be integrated into one server device, or may be divided into multiple server devices.

[0195] Each function of the above-described embodiments can be realized by one or more processing circuits. Here, the term "processing circuit" in this specification includes a processor programmed to perform each function by software, such as a processor implemented by an electronic circuit, as well as devices such as an ASIC (Application Specific Integrated Circuit), a DSP (Digital Signal Processor), an FPGA (Field Programmable Gate Array), and conventional circuit modules designed to perform each of the above-described functions. [Explanation of symbols]

[0196] 1 Server device 2. User terminal 3. Administrator terminal 5 Operator terminal 100 Chatbot Systems [Prior art documents] [Patent documents]

[0197] [License 1] Patent No. 6694910

Claims

1. 1. An information processing system that transmits an answer to a question transmitted from a first terminal device based on question answer information to the first terminal device, An information processing system having a management screen generation unit that accepts editing of the question and answer information in a category for which an account logged in from a second terminal device has editing authority.

2. The information processing system of claim 1, wherein the management screen generation unit transmits the question and answer information to the second terminal device, the question and answer information including a control for displaying the question and answer information of a category for which the account has editing authority, based on account information in which the category for which the account has editing authority is associated with the account.

3. The information processing system described in claim 1, wherein the management screen generation unit transmits the question and answer information of a category for which the account has editing authority to the second terminal device based on account information in which an account with editing authority to the question and answer information is associated with an administrator.

4. An information processing system as described in any one of claims 1 to 3, further comprising an interaction control unit that requests the first terminal device to display a first button that accepts chat with the operator on a screen on which the answer is displayed if there is an operator who can answer the question category sent from the first terminal device via chat.

5. If there is an operator who can answer the question in the category of the question sent from the first terminal device by chat, The information processing system according to claim 4, wherein the dialogue control unit includes a dialogue control unit that requests the first terminal device to display a second button for accepting a chat with the operator immediately after the reply is sent.

6. The information processing system according to claim 4, wherein the dialogue control unit periodically determines whether there is an operator available to answer questions in a chat category sent from the first terminal device, and if there is an operator available to answer questions in a chat category, requests the first terminal device to display a second button to accept a chat with the operator.

7. When the first button or the second button displayed on the first terminal device is pressed and a chat request with the operator is received, the dialogue control unit identifies an operator who will respond by chat to a category of the question transmitted from the first terminal device; 7. The information processing system according to claim 5, further comprising a calling unit that calls an operator terminal operated by the operator.

8. In the account information in which a category for which the user has editing authority of the answer to question information is associated with the account, a category of the answer to question information that can be handled in a manned chat or a category of the answer to question information that can be edited is registered in association with the account; An information processing system described in any one of claims 4 to 7, wherein the dialogue control unit determines, based on the account information, whether there is an operator who can answer the question category sent from the first terminal device via chat.

9. A chatbot system having an information processing system that transmits an answer to a question sent from a first terminal device based on question answer information to the first terminal device, and a second terminal device, The information processing system includes: a management screen generation unit that accepts editing of the question and answer information of a category for which an account logged in from a second terminal device has editing authority; The second terminal device A chatbot system that receives the question and answer information and displays the question and answer information for categories for which the account has editing authority.

10. The information processing system includes: a dialogue control unit that, when an operator who can answer the question in a chat in accordance with the category of the question transmitted from the first terminal device is present, requests the first terminal device to display a first button for accepting a chat with the operator on a screen on which the answer is displayed; The first terminal device The chatbot system according to claim 9, wherein a first button for accepting a chat with the operator is displayed on the screen on which the answer is displayed.

11. 1. An information management method performed by an information processing system that transmits an answer to a question transmitted from a first terminal device based on question answer information, the method comprising: The information management method accepts editing of the question and answer information in a category for which an account logged in from a second terminal device has editing authority.

12. an information processing system for transmitting an answer to a question transmitted from a first terminal device based on question answer information, A program for causing the program to function as a management screen generation unit that accepts editing of the question and answer information of a category for which the account logged in from the second terminal device has editing authority.

Images