COMMUNICATION SUPPORT SYSTEM, COMMUNICATION SUPPORT METHOD, AND COMMUNICATION SUPPORT PROGRAM

Abstract

To provide a communication assistance system, a communication assistance method and a communication assistance program with which it is possible to appropriately provide information in a manner in which the natural intent of potential customers is respected.SOLUTION: A communication assistance device 100 comprises: a storage device 101 for holding information of community participants in a network; and an arithmetic device 104 for acquiring an inquiry regarding a submission to the community by a participant from the terminal of other participants, comparing at least one of the submission and the inquiry against information of the community participants to identify an event that interests the other participants and is known to the participant, and submitting information regarding the event to the community or outputting it to the terminal of the other participants.SELECTED DRAWING: Figure 2

Description

[Technical field]

[0001] The present invention relates to a communication support system, a communication support method, and a communication support program. [Background technology]

[0002] Generations (such as Generation Z) are emerging who are born with an internet environment and can freely use various services such as SNS (Social Networking Services) and chat tools. In many cases, this generation has different opportunities, methods, and goals for communicating with others than previous generations. As a conventional technique related to communication, a communication support server (see Patent Document 1) has been proposed that proposes the disclosure of undisclosed personal information according to relationship information between users.

[0003] This server includes a personal information storage unit that stores personal information of users, a disclosure condition determination unit that determines whether or not personal information of a first user stored in the personal information storage unit should be disclosed to a second user based on whether relationship information according to the relationship between the first user and the second user satisfies disclosure conditions, and an information disclosure proposal unit that generates proposed display information to suggest to the first user that the personal information of the first user be disclosed to the second user when the disclosure condition determination unit determines that the relationship information satisfies the disclosure conditions.

[0004] Similarly, a technology has been proposed that integrates social network services with an instant messaging service as a central point to enhance user experience in a multidimensional way (see Patent Document 2).

[0005] The technique relates to an interface display method for providing a social network service through an anonymity-based profile performed by a user's terminal, the method including the steps of: displaying a first list corresponding to a list of at least one anonymity-based chat room generated by a user account of the instant messaging service using a first region of a first page in an interface of an instant messaging service; displaying a second list corresponding to a list of a plurality of anonymity-based profiles generated in conjunction with the user account using a first region of a second page in an interface of the instant messaging service; and displaying an interface for providing the social network service through the selected anonymity-based profile in response to an input for selecting any one of the anonymity-based profiles in the second list, wherein each of the plurality of anonymity-based profiles is assigned link information for participating in an anonymous-based chat room for one-on-one chat with the corresponding anonymity-based profile, and each of the at least one anonymity-based chat rooms is accessible via the link information assigned to the corresponding anonymity-based profile and is a chat room for one-on-one chat with the corresponding anonymity-based profile. [Prior art documents] [Patent documents]

[0006] [Patent Document 1] Patent Publication No. 2021-86234 [Patent Document 2] Patent Publication No. 2021-34055 Summary of the Invention [Problem to be solved by the invention]

[0007] If one-sided information provision or sales activities are conducted through traditional platforms or methods in a so-called push style aimed at people of the above-mentioned generation or those with similar sensibilities, they will likely perceive it as being forced upon them with products or services they are not interested in. As a result, not only will the information provided be a waste, but it may even lead to aversion to the information or services in question. Therefore, an object of the present invention is to provide a technique that enables appropriate information provision in a manner that respects the natural intentions of potential customers. [Means for solving the problem]

[0008] The communication support system of the present invention, which solves the above-mentioned problems, includes a storage device that holds information about participants of a community on a network, a process for acquiring questions from terminals of other participants different from the participant, regarding posts made by the participant to the community, a process for identifying events that the other participants are interested in and that are known to the participant by comparing the posts and / or the questions with the information, and a process for posting information about the identified events to the community or outputting the information to the terminals of the other participants. and executing a process of acquiring information on an actual experience and information on a product or service used in connection with the actual experience as information on the known event from the terminal of the participant, and storing the information as information on the participant in the storage device, and when identifying the known event, using a keyword contained in at least one of the post and the question as a key, identifying information on the actual experience and the product or service that includes the keyword, which is the information on the participant. The present invention is characterized in that it includes an information processing device having an arithmetic unit. Furthermore, a communication support method of the present invention includes a process in which an information processing device holds information on participants of a community on a network in a storage device, acquires a question from a terminal of another participant different from the participant regarding a post made by the participant to the community, compares at least one of the post and the question with the information, and identifies an event in which the other participant is interested and which is known to the participant, and posts information related to the identified event to the community or outputs information related to the other participant to the terminal of the participant. and executing a process of acquiring information on an actual experience and information on a product or service used in connection with the actual experience as information on the known event from the terminal of the participant, and storing the information as information on the participant in the storage device, and when identifying the known event, using a keyword contained in at least one of the post and the question as a key, identifying information on the actual experience and the product or service that includes the keyword, which is the information on the participant. It is characterized by:

[0009] The communication support program of the present invention includes a process for acquiring, in an information processing device that holds information on participants of a community on a network in a storage device, a question from a terminal of another participant other than the participant regarding a post made by the participant to the community, a process for identifying an event in which the other participant is interested and which is known to the participant by comparing the post and / or the question with the information, and a process for posting information on the identified event to the community or outputting the information to the terminal of the other participant. a process of acquiring information on an actual experience and information on a product or service used in connection with the actual experience from the terminal of the participant as information related to the known event, and storing the information as information on the participant in the storage device; and a process of identifying, when identifying the known event, using a keyword contained in at least one of the post and the question as a key, identifying information on the actual experience and the product or service that is information on the participant that includes the keyword, The present invention is characterized in that it causes the program to be executed. Effect of the Invention

[0010] According to the present invention, it is possible to provide appropriate information in a manner that respects the natural will of potential customers. [Brief description of the drawings]

[0011] [Figure 1] 1 is a diagram illustrating an example of the configuration of a communication support system according to an embodiment of the present invention. [Diagram 2] 1 is a diagram illustrating an example of a hardware configuration of a communication support device according to an embodiment of the present invention. [Diagram 3] FIG. 2 is a diagram illustrating an example of a configuration of a community management DB according to the present embodiment. [Figure 4] FIG. 2 is a diagram illustrating an example of the configuration of an actual experience management DB according to the present embodiment. [Diagram 5] FIG. 2 is a diagram illustrating an example of the configuration of a participant DB according to the present embodiment. [Figure 6] FIG. 2 is a diagram illustrating an example of the configuration of a contract management DB according to the present embodiment. [Figure 7] FIG. 2 is a diagram illustrating an example of a configuration of a product DB according to the present embodiment. [Figure 8] FIG. 2 is a diagram showing an example of a flow of a communication support method according to the present embodiment. [Figure 9] FIG. 1 is a diagram illustrating a conceptual example of a communication support method according to an embodiment of the present invention. [Figure 10]FIG. 2 is a diagram showing an example of a flow of a communication support method according to the present embodiment. [Figure 11] 1 is a diagram showing a conceptual example of a dialogue scenario and count-up in this embodiment; DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0012] <About the historical background and premise of the invention> As various services such as SNS (Social Networking Service) have developed online, a generation that has been born with the Internet as a given, namely Generation Z, has emerged. Therefore, in addition to the traditional sales methods using sales representatives and online shopping sites, it is necessary to explore sales methods that take into account Generation Z, who may be a new customer group.

[0013] However, this Generation Z has an awareness of JOMO (Joy Of Missing Out), and if the sales format does not correspond to this awareness, it may even lead to a dislike of the product or service, etc. Therefore, the present invention makes it possible to provide appropriate information to the above-mentioned Generation Z or those with similar intentions, while respecting the awareness in a natural way.

[0014] For the sake of simplicity, the present embodiment has been described with Generation Z as an example of the participants in the community, but the present invention is not limited to this. <Network configuration> An embodiment of the present invention will be described in detail below with reference to the drawings. Fig. 1 is a diagram showing an example of the configuration of a communication support system 10 in this embodiment. The communication support system 10 shown in Fig. 1 is a computer system that enables appropriate information provision in a manner that respects the natural will of potential customers.

[0015] 1, the communication support system 10 of this embodiment is configured such that a communication support device 100, a user terminal 200, and a business operator system 400 are communicably connected via an appropriate network 1 such as the Internet. The business operator system 400 may include a consultation desk terminal 300 and a staff terminal 450. Therefore, all of these may be collectively referred to as the communication support system 10.

[0016] Of the above, the communication support device 100 of the present embodiment can be assumed to be a server device that operates the web sites of each community in the network 1 and cooperates with a business operator system 400 that handles insurance products and the like.

[0017] The user terminal 200 is a terminal that allows a user to access a website operated by the communication support device 100 and post to or view content in a desired community. Specifically, a smartphone, a tablet terminal, a personal computer, or the like can be used as the user terminal 200.

[0018] The business operator system 300 is a system of a business operator who intends to provide products and services to participants in the above-mentioned community. Therefore, the business operator system 300 holds and operates at least a contract management DB 325 and a product DB 326. Details of these databases will be described later.

[0019] The consultation desk terminal 350 is a terminal for a desk set up (online) by a provider of a product or service for the sale and contract of the product. The consultation desk terminal 350 is a terminal of a person in charge who responds to inquiries from the participants of the community, in communication with the user terminal 200 operated by the participants. Specifically, the consultation desk terminal 350 may be a smartphone, tablet terminal, personal computer, or the like. One can imagine a computer. <Hardware configuration> The hardware configuration of the communication support device 100 of this embodiment is as shown in Fig. 2. That is, the communication support device 100 includes a storage device 101, a memory 103, a calculation device 104, and a communication device 105.

[0020] Of these, the storage device 101 is configured with an appropriate non-volatile storage element such as an SSD (Solid State Drive) or a hard disk drive.

[0021] The memory 103 is composed of a volatile storage element such as a RAM.

[0022] The arithmetic unit 104 is a CPU that reads out the program 102 stored in the storage unit 101 into the memory 103 and executes the program, controls the device itself, and performs various types of judgment, calculation, and control processing.

[0023] The communication device 105 is assumed to be a network interface card or the like that is connected to the network 1 and handles communication processing with the user terminal 200 and the business system 300 .

[0024] The communication support device 100 of the present embodiment may further include an input device that accepts key input or voice input from the user, and an output device such as a display that displays processed data.

[0025] In addition to the program 102 for implementing the functions required for the communication support device of this embodiment, at least a community management DB 125, an actual experience management DB 126, and a participant DB 127 are stored in the storage device 101. However, details of these databases will be described later. <Data structure example> Next, various types of information used by the communication support device 100 of this embodiment will be described. An example of the community management DB 125 of this embodiment is shown in Fig. 3. The community management DB 125 of this embodiment is a database that stores information on each community managed by the communication support device 100.

[0026] This community management DB 125 is a collection of records that link together data such as the URL of the website of the community, identification information of the participants, and the posting history of the participants, using, for example, the community name as a key.

[0027] 4 shows an example of the configuration of the real-life experience management DB 126 of this embodiment. The real-life experience management DB 126 of this embodiment is a database that stores and manages information on events that participants in a community have actually experienced, obtained from the user terminals 200 of the participants.

[0028] This real-life experience management DB 126 is a collection of records in which data such as the content of the real-life experience, link destination, real-life experience label, and keywords are linked to the identification information of the participant who is the information provider of the real-life experience as a key.

[0029] Among these, the "link destination" information is a link destination of information on the product or service purchased during the actual experience. Specifically, it can be assumed to be a URL of a storage destination of sales and contract history information of the product, etc., managed by the business operator system 300 (of the contract management DB 325) of the business operator (provider) that provided the product, etc.

[0030] In addition, the information in the "actual experience label" is selected by the participant or the system from the description of the "actual experience content." This is a sentence that was extracted from the actual experience. This actual experience label is a sentence that succinctly describes the actual experience. The "keyword" information is a keyword that the participant or the system extracted from the description of the "actual experience content."

[0031] 5 shows an example of the configuration of participant DB 127 of this embodiment. Participant DB 127 of this embodiment is a collection of records that associate data such as the frequency of access to the website of each community, the average stay time, the number of posts, the number of responses, and the agreement rate for each community participant.

[0032] The number of responses indicates the number of responses to inquiries from other participants regarding the posts made by the participant. The agreement rate indicates the rate at which other participants expressed a sense of satisfaction with the responses to inquiries regarding such posts, that is, the rate at which agreement was obtained. The count of "agreement" can be assumed to be in a form in which the communication support device 100 distributes a confirmation request to the other participants to the user terminal 200 and obtains the request.

[0033] 6 shows an example of the configuration of the contract management DB 325 of this embodiment. The contract management DB 325 of this embodiment is a database operated by the business operator system 300. This contract management DB 325 is a database that accumulates and manages information on cases that have been closed regarding the products and services of the business operator.

[0034] Specifically, it is a collection of records that link together values ​​such as the case ID as a key, the product ID of the products closed in the case, the contract holder, the contract date and time, and the contract details.

[0035] 7 shows an example of the configuration of the product DB 326 of this embodiment. The product DB 326 of this embodiment is a database that stores and manages information about the products and services handled by the above-mentioned businesses. Specifically, it is a collection of records in which data such as product names and product details are linked with a product ID as a key. The product IDs managed in this product DB 326 are the same as the product IDs in the records of the contract management DB 325. <Example of a communication support method flow> The actual procedure of the communication support method in this embodiment will be described below with reference to the drawings. The various operations corresponding to the communication support method described below are realized by a program that is read into memory or the like and executed by each device constituting the communication support system 10. This program is composed of codes for performing the various operations described below.

[0036] Fig. 8 is a diagram showing an example of a flow of the communication support method in this embodiment, and Fig. 9 is a diagram showing an example of the concept of the communication support method in this embodiment. In this case, the communication support device 100 first receives information on an event that a participant of a certain community actually experienced from the user terminal 200 of the participant (s10).

[0037] The information that participants can provide here could, for example, be details of actual experiences aimed at a community of "people who have been hospitalized due to a sudden illness or injury," such as "I got ill while living alone and was worried and anxious about the financial situation, but after talking to my parents about it, I was able to get medical insurance to cover it," or information about that "medical insurance," such as "XX medical insurance from XX life insurance."

[0038] Next, the communication support device 100 associates the information on the real experience provided by the user terminal 200 with the identification information of the participant, and stores the information in the real experience management DB 126 (s11).

[0039] In addition, based on the information about "medical insurance" obtained in s10 described above, the communication support device 100 searches, for example, for a page introducing the medical insurance product or for contract application on the product site of the corresponding insurance company, and stores the URL of that page in the "link destination" column of the corresponding record in the actual experience management DB 126 (s12).

[0040] Through the above process, new records for the above participants are generated and stored in the real-life experience management DB 126. Participants in each community who have real-life experiences that could be helpful to other people by posting them to the community should appropriately input information about their real-life experiences as described above. This allows the real-life experience management DB 126 to be enriched over time.

[0041] After the real experience is input and the real experience management DB 126 is generated, the following process is executed: Fig. 10 is a diagram showing an example of the flow of the communication support method in this embodiment.

[0042] Here, it is assumed that a certain participant (i.e., another participant) operates user terminal 200 to access the community of the above-mentioned participants (those who have entered information about their real experiences), i.e., the community of "people who have been hospitalized due to sudden illness or injury."

[0043] The communication support device 100 distributes the contents posted by each participant to the community in a thread format, chat format, or the like to the user terminals 200 of the other participants and displays them on the screen (see FIG. 9) (s100).

[0044] Other participants view the posted content displayed on the screen and post about things that are in line with the purpose of the community and that interest or concern them by operating the user terminal 200. In response to this posting operation, the user terminal 200 transmits the data of the posted content to the communication support device 100 via the network 1.

[0045] The communication support device 100 displays the posted contents received from the user terminals 200 of the other participants on a website (s101).

[0046] The communication support device 100 stores information regarding the posts of the other participants as the posting history of the other participants in the record of the community in the community management DB 125 (s102). In addition, the communication support device 100 updates the values ​​of the access frequency, average stay time, and number of posts of the other participants of the community in the participant DB 127 based on the posts.

[0047] In this case, it is assumed that a participant who has already registered information about his / her real-life experience in this community notices and reads the post by the other participant. Alternatively, the post by the other participant may be a response to the post by the registered participant about his / her real-life experience.

[0048] The participant operates his / her own user terminal 200, browses the posts (which can be said to be questions or inquiries about worries, etc.) posted by the other participants, and if he / she recognizes that the information of his / her own real experience is likely to be useful, he / she responds to the post by describing his / her own real experience. An example of this response would be, "I talked to my parents about it...and this helped me cover the medical expenses."

[0049] In this case, the user terminal 200 of the participant transmits the above-mentioned response data to the communication support device 100.

[0050] The communication support device 100 refers to the posts from other participants received in s101 and the responses from participants sent in s102, identifies keywords that they contain in common, and uses these keywords as a key to search the real-life experience management DB 126 (s103).

[0051] This search identifies records that contain the above-mentioned key keyword in any of the fields "real experience content," "real experience label," and "keyword" in the real experience management DB 126. As a result of this search, the communication support device 100 identifies events that are of interest to the other participants and are known to the participants, that is, real experiences.

[0052] Next, the communication support device 100 extracts information about the real experience identified in the search in s103 from the real experience management DB 126, and posts this information on the community's website or outputs it to the user terminals 200 of the other participants (s104).

[0053] As described above, when outputting information related to the identified event, that is, the real-life experience, the communication support device 100 preferably outputs the information as recommended information 500 (see FIG. 9) that is appropriately linked, such as a thread of posts by participants in the community (in the above example, "I talked to my parents about it...and this covered the medical expenses"). The recommended information 500 illustrated in FIG. 9 is a display object that includes a value of the real-life experience label "support from medical insurance."

[0054] In response to output of the above-mentioned recommended information 500, the communication support device 100 notifies the provider system 300 of one or more providers of the products or services indicated in the recommended information 500 of an inquiry to open a consultation desk for the above-mentioned other participants (s105).

[0055] On the other hand, one or more business operators' systems 300 that have received the opening request execute the opening process of the consultation service after the judgment and instructions of the person in charge of the business operator (s106). This opening process may be, for example, automatically generating a website for the consultation service and publishing it at a pre-prepared URL.

[0056] This website provides a chat function that provides an interface for sequential communication between the above-mentioned other participants and the operator's personnel, with the final goal being to enter into a contract for a financial product, etc. (while respecting the free will of the other participants).

[0057] Furthermore, the business operator system 300 posts a confirmation message such as "Would you like to hear an answer based on a personal experience?" (see FIG. 11) to ask other participants whether they would like to receive specific information, such as actual personal experiences regarding the use of the above-mentioned products, etc., at the consultation desk that has been opened (s107). The business operator system 300 displays an interface for writing down worries, for example, to the above-mentioned other participants who have selected "Yes" here, and waits for the writing.

[0058] When the business operator system 300 acquires the content entered in the above-mentioned interface, it determines that it is appropriate to increase the depth of the dialogue with the other participant by one level, i.e., it counts up, and then extracts general advice information (superficial information rather than specific product suggestions, etc.) from a list of replies stored in advance, or receives input from the business operator's staff, and displays it as a reply to the other participant (s108).

[0059] The business operator system 300 receives such a request for confirmation and an inquiry related thereto, and Each time the operator receives a response to the question of whether or not a sales procedure is required, that is, each time the operator counts up, a series of processes such as the above-mentioned necessity confirmation is performed stepwise toward confirmation of the necessity of a sales procedure for a product, etc. (s109). Note that such count-up processing is implemented by, for example, the operator system 300 managing a counter in its own memory or the like that counts the occurrence of a dialogue request from another participant and a necessity response (for example, an event in which another participant responds by making a positive selection or posting in response to the posting in s107 above). Also, the value of the counter thus managed is linked in advance to each stage (for example, collaboration from experience, general response, corresponding product response, proposal / quote, contract procedure) in the dialogue scenario between the operator and another participant, with the product contract procedure being the final stage.

[0060] Therefore, when the count-up continues and reaches the contract procedure stage, the business operator system 300 executes the procedure for the contract procedure for the product, etc. (s110) and ends this flow. Of course, as the count-up proceeds step by step, if the other participants respond that they do not need to provide information, this flow also ends. <Others: Community generation, etc.> In the above explanation, it has been assumed that communities are prepared in advance, but they may be automatically generated by the communication support device 100. In this case, the communication support device 100 executes processing using information in the participant DB 127 held in the storage device 101. The information is a behavior history of the participant and other participants on the Web site of each community in the network 1.

[0061] The communication support device 100 identifies incidents in which the participant and other participants were subject to behavior that exceeded certain standards based on the behavior history shown in the participant DB 127, such as the frequency of access to a certain website (not limited to those of the community, but which may include various websites available on the network 1), the average stay time, the number of posts, the number of responses, and the agreement rate.

[0062] The "event" here refers to the matter that is dealt with on the website, and can be anything from childcare, nursing care, mortgages, insurance, retirement funds, etc. Also, "exceeding a certain standard" refers to a situation where at least one of the following is exceeded during a certain period: access frequency, average stay time, number of responses, and agreement rate.

[0063] Furthermore, the communication support device 100 forms a community related to the identified event. The formation of the community can be assumed to be, for example, a process of linking each participant (including other participants) managed in the participant DB 127 to a community corresponding to the identified event and automatically generating a website for the community.

[0064] Although the best mode for carrying out the present invention has been specifically described above, the present invention is not limited to this, and various modifications are possible without departing from the spirit and scope of the present invention.

[0065] According to this embodiment, it is possible to provide appropriate information in a manner that respects the natural will of potential customers.

[0066] The description of this specification makes at least the following clear: That is, in the communication support system of this embodiment, the arithmetic device further executes a process of acquiring information on an actual experience and information on a product or service used in connection with the actual experience as information on the known event from the terminal of the participant, and storing the information as information on the participant in the storage device, and when identifying the known event, a keyword contained in at least one of the post and the question is used as a key to identify information on the actual experience and the product or service that contains the keyword, which is information on the participant. This is also fine.

[0067] This makes it possible to efficiently identify knowledge of community participants who have some kind of useful real-life experience as information for other participants who are interested in the real-life experience, thereby enabling more appropriate information provision that respects the natural will of potential customers.

[0068] In addition, in the communication support system of this embodiment, the calculation device may output information regarding the identified event as recommended information linked to the post of the participant in the community.

[0069] This makes it possible to present the above-mentioned knowledge of actual experiences in a form linked to the post that triggered the other participants' interest in the event, thereby enabling more appropriate information provision that respects the natural will of potential customers.

[0070] In addition, in the communication support system of this embodiment, the computing device, upon outputting the recommendation information, may notify the system of the provider of the product or service indicated by the recommendation information to inquire about opening a consultation desk for the other participants.

[0071] This allows natural sales opportunities targeting potential community participants to be presented to product providers, creating an opportunity for them to efficiently consider how to respond to the opportunities. This in turn allows for more appropriate information provision that respects the natural intentions of potential customers.

[0072] In addition, the communication support system of this embodiment may include a system of the provider that includes a storage device that stores information related to the product or service, and a computing device that, when repeating a process of receiving a need-or-nothing response from the terminal of the other participant regarding a confirmation of the need for information provision via the consultation desk and transmitting the information to be provided entered by a person in charge of the provider according to the content of the need-or-nothing response to the terminal of the other participant in response to a request from the other participant, notifies the terminal of the other participant of the step-by-step need-or-nothing confirmation, which ultimately leads to a confirmation of the need for a sales procedure for the product or service.

[0073] This is expected to allow communication between product providers and participants who are interested in the products to escalate naturally in a manner that is in line with the participants' will, leading smoothly to the closing of a contract, etc. In turn, it will become possible to provide more appropriate information in a manner that respects the natural will of potential customers.

[0074] In addition, in the communication support system of this embodiment, the storage device may further retain a behavior history of the participant and the other participants in the network, and the computing device may identify an event in which the participant and the other participants were subject to behavior that exceeded a certain standard based on the behavior history, form a community related to the event, and execute each of the processes related to the community.

[0075] This allows the above-mentioned participants to belong to the community in a natural way according to their actions and thoughts, without having to take any active action. In turn, it makes it possible to provide more appropriate information in a way that respects the natural will of potential customers. [Explanation of symbols]

[0076] 1 Network 10 Communication Support Systems 100 Communication support device 101 Storage device 102 Programs 103 Memory 104 Arithmetic unit 105 Communication equipment 125 Community Management DB 126 Real-life experience management database 127 Participant DB 200 User terminals 300 Business Systems 325 Contract management DB 326 Product DB 350 Consultation desk terminal 500 Recommendations

Claims

1. a storage device for storing information on participants of a community on a network; a processing for acquiring a question from a terminal of another participant other than the participant regarding a post made by the participant to the community; a processing for identifying an event in which the other participant is interested and which is known to the participant by comparing the post and / or the question with the information; a processing for posting information about the identified event to the community or outputting the information about the identified event to the terminal of the other participant; a processing for acquiring information about a real experience and information about a product or service used in connection with the real experience from the terminal of the participant as information about the known event, and storing the information as information about the participant in the storage device; and a processing device for identifying, when identifying the known event, information about the real experience and information about the product or service, which is information about the participant, that includes the keyword using a keyword contained in at least one of the post and the question as a key; A communication support system comprising an information processing device comprising:

2. The computing device includes: When outputting information related to the specified event, the information is output as recommended information linked to the post of the participant in the community.

2. The communication support system according to claim 1.

3. The computing device includes: With the output of the recommendation information, a notification is sent to a system of a provider of the product or service indicated by the recommendation information to inquire about the opening of a consultation desk for the other participants.

3. The communication support system according to claim 2.

4. a storage device for storing information regarding the product or service; a computing device which, when repeating a process of receiving a response from the terminal of the other participant with respect to confirmation of the necessity of information provision via the consultation desk, and transmitting to the terminal of the other participant information to be provided input by a person in charge of the provider according to the content of the response, in response to a request from the other participant, notifies the terminal of the other participant of a stepwise confirmation of the necessity, which finally leads to confirmation of the necessity of a sales procedure for the product or service; 4. The communication support system according to claim 3, further comprising a system of the provider comprising:

5. The storage device includes: further maintaining a history of behavior of the participant and other participants in the network; The computing device includes: Based on the behavior history, an event in which the participant and the other participants were the targets of behavior exceeding a certain standard is identified, a community is formed regarding the event, and each of the processes is executed regarding the community.

2. The communication support system according to claim 1.

6. An information processing device, storing information of participants in a community on a network in a storage device; The present invention executes a process of acquiring a question from a terminal of another participant other than the participant regarding a post made by the participant to the community, a process of identifying an event in which the other participant is interested and which is known to the participant by comparing at least one of the post and the question with the information, a process of posting information about the identified event to the community or outputting the information about the identified event to the terminal of the other participant, and a process of acquiring information about a real experience and information about a product or service used in connection with the real experience from the terminal of the participant as information about the known event, and storing the information as information about the participant in the storage device, and when identifying the known event, a keyword contained in at least one of the post and the question is used as a key to identify information about the real experience and information about the product or service that is the information about the participant that includes the keyword. A communication support method comprising:

7. An information processing device that stores information on participants of a community on a network in a storage device, a process of acquiring a question from a terminal of another participant other than the participant regarding a post made by the participant to the community; a process of identifying an event in which the other participant is interested and which is known to the participant by comparing the post and / or the question with the information; a process of posting information about the identified event to the community or outputting the information about the identified event to the terminal of the other participant; a process of acquiring information about a real experience and information about a product or service used in connection with the real experience from the terminal of the participant as information about the known event, and storing the information as information about the participant in the storage device; and a process of identifying, when identifying the known event, information about the real experience and information about the product or service, which is information about the participant, that includes the keyword, using a keyword contained in at least one of the post and the question as a key, A communication support program characterized by executing

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