Information processing system and information processing method

Abstract

The server information processing unit 10 of the information processing server 2 has a function of providing a user interface for making settings related to automatic telephone response, and a function of generating question basic information corresponding to questions in the Q&A and answer basic information corresponding to answers to the Q&A based on the settings made using the user interface.

Description

[Technical field]

[0001] The present invention relates to an information processing system and an information processing method for executing processing related to Q&A. [Background technology]

[0002] Q&As are widely published on websites introducing companies, services, or events, web pages providing predetermined tools, pamphlets introducing companies, services, or events, and other media. Q&As are sometimes called FAQs, question and answer collections, or frequently asked questions. Conventionally, a technology for supporting the creation of Q&As has been proposed (see, for example, Patent Document 1). Patent Document 1 describes the following technology. That is, a control unit of a system according to Patent Document 1 masks a part of each of a plurality of pieces of pre-stored question and answer information based on a predetermined masking condition. The control unit generates, for the masked question and answer information, first similarity information between the masked question and answer information and other question and answer information, and second similarity information between the masked question and answer information and an already created FAQ (Q&A). The control unit generates priority information for creating an FAQ for the masked question and answer information based on the first similarity information and the second similarity information. The above technology is described. According to the technology disclosed in Patent Document 1, Q&As can be created efficiently. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2020-064418 A Summary of the Invention [Problem to be solved by the invention]

[0004] As shown in Patent Document 1, techniques for supporting efficient Q&A creation have been proposed. However, in the field of Q&A, there is a constant demand for more efficient Q&A creation. In order to meet this demand, the field is in need of a new method for supporting efficient Q&A creation.

[0005] The present invention has been made to solve such problems, and has an object to provide a new method for supporting efficient creation of Q&As. [Means for solving the problem]

[0006] In order to solve the above-mentioned problems, the information processing system of the present invention provides a user interface for configuring settings related to automatic telephone response, and generates question basic information corresponding to questions in a Q&A and answer basic information corresponding to answers to the Q&A based on the settings configured using the user interface. Effect of the Invention

[0007] The purpose of the automatic telephone response is to automatically and appropriately respond to an inquiry made by a caller by telephone. Therefore, the settings related to the automatic telephone response include information useful for creating a Q&A including questions and answers. In view of the above, according to the present invention configured as described above, question basic information corresponding to a question in the Q&A and answer basic information corresponding to an answer to the Q&A are generated based on the settings made using a user interface for making settings related to the automatic telephone response. Therefore, the present invention can support efficient creation of a Q&A by suitably using the settings related to the automatic telephone response including information useful for creating a Q&A. [Brief description of the drawings]

[0008] [Figure 1] FIG. 1 is a diagram illustrating an example of the configuration of a Q&A-related system. [Diagram 2] FIG. 2 is a block diagram illustrating an example of a functional configuration of the information processing server and the terminal. [Diagram 3] FIG. 3 is a diagram showing an example of the general automatic telephone response rule. [Figure 4] FIG. 4 shows the contents of records in each database. [Diagram 5] FIG. 5 is a diagram showing an example of the rule setting initial screen. [Figure 6] FIG. 6 is a diagram showing an example of the voice guidance rule setting screen. [Figure 7] FIG. 7 is a diagram showing an example of the registration necessity confirmation screen. [Figure 8] FIG. 8 is a diagram showing an example of the call transfer rule setting screen. [Figure 9] FIG. 9 is a diagram showing an example of the registration necessity confirmation screen. [Figure 10] FIG. 10 is a diagram showing an example of the SMS transmission rule setting screen. [Figure 11] FIG. 11 is a diagram showing the input and output of the analytical model. [Figure 12] FIG. 12 is a diagram showing an example of the Q&A list screen. [Figure 13] FIG. 13 is a diagram showing the first estimation model. [Figure 14] FIG. 14 is a diagram showing the second estimation model. [Figure 15] FIG. 15 is a diagram showing inputs and outputs of an analytical model according to a modified example. [Figure 16] FIG. 16 is a diagram illustrating a configuration of an information processing system. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0009] An embodiment of the present invention will be described below with reference to the drawings. Fig. 1 is a diagram showing an example of the configuration of a Q&A related system 1 (information processing system) according to this embodiment. As shown in Fig. 1, the Q&A related system 1 includes an information processing server 2 (information processing system, server, computer) and one or more terminals 3 (information processing system, terminal, computer). Both the information processing server 2 and the terminals 3 can be connected to a network N including the Internet, a telephone network, and other communication networks.

[0010] The information processing server 2 is a server device connected to the network N. In particular, the information processing server 2 provides users with services related to telephone automatic response and services related to Q&A. The user is an organization or an individual who conducts business or other activities using the telephone. As an example, the user is a restaurant that provides food and drink, a retail store that sells products, a hotel or inn, a manufacturer that manufactures products, or a service provider that provides services. In the following description, when the user is an organization, an individual who belongs to the organization is also called a "user". The telephone automatic response means that when a call is made to a telephone number assigned to a user, the call is automatically answered according to a predetermined setting. Hereinafter, the telephone number assigned to a user is referred to as a "user telephone number". Q&A is a combination of questions and answers. Q&A may be called a FAQ, a collection of questions and answers, or frequently asked questions. In FIG. 1, the information processing server 2 is represented by one block. However, this does not mean that the information processing server 2 is composed of a single server device. For example, the information processing server 2 may be composed of multiple server devices. In this case, the server devices that constitute the information processing server 2 may include a Web server or a Web application server. In some cases, a system may be configured with multiple server devices having the same functions for load balancing, facilitating communication, and other purposes. In this configuration, requests are distributed to each server device by, for example, a load balancer. In this configuration, the information processing server 2 may be one or more server devices among the multiple server devices that configure the system.

[0011] The terminal 3 is a computer used by a user. The terminal 3 is equipped with a display device 4 such as a liquid crystal display, an organic electroluminescence display, or the like. Alternatively, the display device 4 is connected to the terminal 3. The terminal 3 may be of any type so long as it is a computer equipped with a browser. For example, a desktop computer, a notebook computer, or a tablet computer (including a so-called smartphone) can function as the terminal 3.

[0012] FIG. 2 is a block diagram showing an example of a functional configuration of the information processing server 2 and the terminal 3. The information processing server 2 includes a server information processing unit 10 (information processing unit) and a server communication unit 11 as functional configurations. The terminal 3 includes a terminal information processing unit 12 and a terminal communication unit 13 as functional configurations. The above-mentioned functional blocks 10 to 13 can be configured by any of hardware, DSP (Digital Signal Processor), and software. For example, when configured by software, the above-mentioned functional blocks 10 to 13 are actually configured with a CPU, RAM, ROM, etc. of a computer, and are realized by the operation of a program stored in a recording medium such as a RAM, ROM, hard disk, or semiconductor memory. The server information processing unit 10 according to this embodiment includes a processing device including a CPU and a primary storage device. The server information processing unit 10 executes processing by the processing device reading a program stored in the server storage unit 14 (or another storage area) into the primary storage device and executing it. Various functions of the server information processing unit 10 are realized by the processing device of the server information processing unit 10 executing a program. The terminal information processing unit 12 can also be configured in the same manner as the configuration of the server information processing unit 10.

[0013] The server communication unit 11 communicates with devices connected to the network N and other external devices according to a predetermined protocol. The terminal communication unit 13 communicates with devices connected to the network N and other external devices according to a predetermined protocol. The server communication unit 11 according to this embodiment includes a communication device having a function of communicating with an external device. The communication device includes a communication control device and a network interface. The server communication unit 11 communicates with the external device by the communication device under the control of the server information processing unit 10. The terminal communication unit 13 can also be configured similarly to the server communication unit 11. In the following, detailed description of the communication using the network N by the information processing server 2 and other communications will be omitted assuming that they are appropriately performed by the server communication unit 11. Similarly, detailed description of the communication using the network N by the terminal 3 and other communications will be omitted assuming that they are appropriately performed by the terminal communication unit 13.

[0014] The information processing server 2 includes a server storage unit 14 as a storage means. For example, the server storage unit 14 includes a hard disk drive (or other magnetic storage device), a ROM, a flash memory, or other non-volatile memory. Although not shown in the figure, the terminal 3 also includes a storage means.

[0015] <Outline of automatic telephone response and operation of information processing server 2 in automatic telephone response> Next, an overview of the automatic telephone response and the operation of the information processing server 2 in the automatic telephone response will be described. The information processing server 2 has a function as an IVR server. For each user, the server information processing unit 10 detects when a call is made to the user phone number and executes the automatic telephone response. In the automatic telephone response, the server information processing unit 10 presents options in the response process and can also perform further response processing according to the selection of an option by the caller. In this way, the server information processing unit 10 performs response processing in stages (hierarchically) according to a hierarchical structure.

[0016] In this embodiment, there are four types of response processing: "voice guidance", "telephone transfer", "SMS transmission" and "voice recording". Voice guidance refers to providing voice guidance as a response processing. In voice guidance, guidance text is output as voice. Telephone transfer refers to transferring a call as a response processing and connecting the call to a respondent. For example, when connecting a call to an operator (responder), a call is transferred. However, a call transfer includes transferring a call after outputting a voice indicating that the call will be transferred. SMS transmission refers to sending a message by SMS with the caller's phone number as the destination. However, SMS transmission includes sending a message by SMS after outputting a voice indicating that the message will be sent. Voice recording refers to recording a voice (assuming the caller's speech). However, voice recording includes recording a voice after outputting a voice indicating that the message will be recorded.

[0017] FIG. 3 is a diagram showing an example of a comprehensive automatic telephone response rule (hereinafter referred to as a "comprehensive rule"). A comprehensive rule is a combination of a hierarchical structure set by a user for automatic telephone response and the contents of each response process (=response process rule described below). The hierarchical structure illustrated in FIG. 3 is a three-layer structure with 0th to 2nd layers. Hereinafter, assuming that the comprehensive rule shown in FIG. 3 is set for user X, the process executed by the information processing server 2 as an automatic telephone response when a call is made to the user telephone number of user X will be described.

[0018] When detecting that a call has been made to the user telephone number of user X, the server information processing unit 10 of the information processing server 2 first executes the response processing S0 of the 0th layer. Here, as shown in FIG. 2, the setting database 16 is stored in the server storage unit 14. FIG. 4(A) is a diagram showing the contents of one record in the setting database 16. As shown in FIG. 4(A), one record in the setting database 16 has fields including a user telephone number <field>, a response processing setting information <field>, and a hierarchical structure setting information <field>. Note that the expression "<field>" indicates that the corresponding term is a field or item having a value. For a record of a certain user, the user telephone number <field> stores the user telephone number of the certain user. The response processing setting information <field> stores the response processing setting information of the certain user. The response processing setting information is information including the setting contents (response processing rules) set for the user for each response processing. The hierarchical structure setting information <field> stores the hierarchical structure setting information of the certain user. The hierarchical structure setting information is information that indicates the hierarchical structure set by the user.

[0019] In executing the response process S0, the server information processing unit 10 identifies the record of user X among the records in the setting database 16. Next, the server information processing unit 10 refers to the response process setting information and the hierarchical structure setting information of the record of user X and executes the response process S0. The server information processing unit 10 executes the other response processes in the same procedure. The response process S0 is a voice guide, and an option presentation guide is performed. The option presentation guide is a response process that prompts the caller to select an option by performing a voice output that presents multiple options. For example, in the option presentation guide, a voice is output saying, "If you want XX, press 1, and if you want XX, press 2," and the caller is prompted to operate either the 1st or 2nd dial key. In this embodiment, the options presented in the option presentation guide are numbers that can be specified by the dial key. In addition, when the value of the option is specifically indicated, it is expressed by adding "number" to the number, such as "1st" and "2nd." In addition, the dial key includes not only physical buttons but also software buttons (for example, buttons displayed on the touch screen of a smartphone).

[0020] In the response process S0 of the 0th layer, the server information processing unit 10 presents options and guides the user to "select option 1 for inquiries about the business location, and option 2 for other inquiries." When option 1 is selected in the response process S0, the server information processing unit 10 executes the response process S1 of the 1st layer. The response process S1 is a voice guidance type, and presents options and guides the user to "select option 1 if you want to know the address, select option 2 if you want to know the route from XX station to the store, and select option 3 for other inquiries." When option 1 is selected in the response process S1, the server information processing unit 10 executes the response process S1-1 of the 2nd layer. The response process S1-1 is a voice guidance type, and outputs a voice of "The address is XX" (i.e., a voice guidance that conveys the address). When option 2 is selected in the response process S1, the server information processing unit 10 executes the response process S1-2 of the 2nd layer. The response process S1-2 is an SMS transmission type, and a message indicating the route from XX station to the store is sent by SMS to the caller's phone number. When No. 3 is selected in response process S1, the server information processing unit 10 executes response process S1-3 of the second layer. The type of response process S1-3 is a call forwarding process, in which the call is forwarded to a preset telephone number and connected to an operator (responder).

[0021] When the response process S1-3 is executed, the call is transferred to an operator, and a conversation takes place between the caller and the operator. In this embodiment, the conversation between the caller and the operator is recorded, and recorded data (audio file) is generated. However, the caller is informed in advance that the call will be recorded. When the recorded data is generated in conjunction with the execution of the response process S1-3, the server information processing unit 10 executes the following recording-related processes.

[0022] ◇Recording related processing As shown in Fig. 2, the server storage unit 14 stores the recording database 17. Fig. 4(B) is a diagram showing one record in the recording database 17. As shown in Fig. 4(B), one record in the recording database 17 has the following fields: user telephone number <field>, recording data <field>, route information <field>, response processing setting information <field>, and hierarchical structure setting information <field>.

[0023] In the recording-related process, the server information processing unit 10 generates one record in the recording database 17. The server information processing unit 10 stores the user X's user phone number in the user phone number <field> of the generated record, and stores the generated recording data in the recording data <field>. The server information processing unit 10 also stores the passing route information in the passing route information <field> of the generated record. The passing route information is information indicating the route (hereinafter referred to as the "passing route") taken from the response process (response process S0 in this example) which is the root of the hierarchical structure to the response process (response process S1-3 in this example) which led to the generation of the recording data. As shown in FIG. 3, the passing route to the response process S1-3 is response process S0 → response process S1 → response process S1-3, and the server information processing unit 10 stores the passing route information indicating this passing route in the passing route information <field>. The server information processing unit 10 also stores response processing setting information for user X in the response processing setting information <field> of the generated record, and stores hierarchical structure setting information for user X in the hierarchical structure setting information <field>. The server information processing unit 10 acquires the response processing setting information and hierarchical structure setting information for user X from the setting database 16. This completes the recording-related processing. As described above, in the recording-related processing, one record including recording data is generated in the recording database 17.

[0024] Now, when the number 2 is selected in the response process S0, the server information processing unit 10 executes the response process S2 of the first layer. The type of the response process S2 is voice guidance, and the option presentation guidance is performed, such as "If you want to record a message, please select number 1, otherwise select number 2." When the number 1 is selected in the response process S2, the server information processing unit 10 executes the response process S2-1 of the second layer. The type of the response process S2-1 is voice recording, and the caller's utterance is recorded. When the caller's utterance is recorded and the recorded data is generated, the server information processing unit 10 executes the above-mentioned recording-related process and generates one record in the recording database 17. When the number 2 is selected in the response process S2, the server information processing unit 10 executes the response process S2-2 of the second layer. The type of the response process S2-2 is call forwarding, and the call is forwarded to a predetermined telephone number set in advance, and the call is connected to an operator. When a conversation takes place between the caller and the operator and the recorded data is generated, the server information processing unit 10 executes the above-mentioned recording-related process and generates one record in the recording database 17. The above is the automatic telephone response executed by the information processing server 2 for the user X.

[0025] As described above, in the telephone automatic response, options are presented in the response process, and further response processes are performed according to the selection of an option, so that the response processes are performed in stages (hierarchically) according to a hierarchical structure. As will be described later, the user can set the contents of each response process (response process rules) and can also set the hierarchical structure of the response processes.

[0026] <Operation of the information processing server 2 when the contents of the response process are set> Next, the operation of the information processing server 2 when the contents of the response process are set will be described. A user who wishes to set the contents of the response process launches a browser on the terminal 3 that he or she uses, and instructs the browser to access a specific URL of the information processing server 2. In response to the instruction, the terminal information processing unit 12 of the terminal 3 accesses the specific URL using the browser's functions. When the specific URL is accessed, the server information processing unit 10 of the information processing server 2 properly authenticates the user using a specific method, and then responds to the terminal 3 with an HTML file (including associated data) for displaying a main screen. The terminal information processing unit 12 of the terminal 3 receives the HTML file, and uses the browser's functions to display the main screen on the display device 4 based on the HTML file.

[0027] In the following description, it is assumed that the detection of operations on various screens displayed on the "display device 4 of the terminal 3" based on the HTML file transmitted from the server information processing unit 10 of the information processing server 2, the acquisition of information input to various screens, the dynamic change of various screens, and various other screen-related processes are appropriately executed by the server information processing unit 10 using the following technologies: CGI, JavaScript (registered trademark), Ajax, DHTML, and other existing technologies. In addition, the fact that the server information processing unit 10 of the information processing server 2 transmits an HTML file to the terminal 3 and displays a screen based on the HTML file on the display device 4 of the terminal 3 may be expressed as "the server information processing unit 10 displays an XX screen (user interface) on the display device 4 of the terminal 3" or simply as "the server information processing unit 10 displays an XX screen (user interface)."

[0028] The user performs a predetermined operation on the main screen (or a screen to which a transition can be made from the main screen) to notify that the contents of the response process will be set. In response to the notification, the server information processing unit 10 of the information processing server 2 displays a rule setting initial screen 18 on the display device 4 of the terminal 3. FIG. 5 is a diagram showing an example of the screen 18. As shown in FIG. 5, the screen 18 has a response process name input field 19 (name input field). The input field 19 is a field for inputting a name to be given to the response process (hereinafter referred to as the "response process name") as a character string. The user decides on the response process name and inputs it into the input field 19. FIG. 5 shows the state in which the character string "Please tell me your address." has been input into the input field 19 as the response process name.

[0029] A type selection area 20 is provided below the input field 19 on the screen 18. The area 20 is an area for selecting the type of response processing. As described above, there are four types of response processing: "voice guidance," "call forwarding," "SMS transmission," and "voice recording." As shown in FIG. 5, the area 20 displays an icon for each of the four types of response processing, and the user can select one of the types of response processing by selecting one of the icons. Below, the processing of the information processing server 2 when each type of response processing is selected will be explained in order.

[0030] ◇ When voice guidance is selected When voice guidance is selected, the server information processing unit 10 converts the screen 18 into a voice guidance rule setting screen 21 (FIG. 6). Hereinafter, the screen 18 and the screen converted from the screen 18 (screen 21 in this example) are collectively referred to as a rule setting screen 22. The rule setting screen 22 corresponds to a "setting user interface." In particular, the rule setting screen 22 related to voice guidance corresponds to a "guidance-related user interface." FIG. 6 is a diagram showing the screen 21. As shown in FIG. 6, the screen 21 has a voice content input field 24. The input field 24 corresponds to a "guidance content input field." The input field 24 is an input field for inputting a sentence for voice guidance (hereinafter referred to as "guidance sentence") as text. The sentence entered in the input field 24 is output as a voice during voice guidance. The user can freely set the content of the guidance sentence.

[0031] As described above, in the telephone automatic response, option presentation guidance may be performed as a response process. If the user intends for the information processing server 2 to perform option presentation guidance as a response process, the user inputs guidance text including text presenting and providing guidance for each option (hereinafter referred to as "option guidance text") in the input field 24. It is also assumed that the caller will call the user's telephone number to make some kind of inquiry about the user. If the user intends for the response process to be provided with a voice response to the caller's inquiry, the user inputs text indicating the answer in the input field 24.

[0032] Below the input field 24, a voice playback button 25 is provided. When the button 25 is selected, the server information processing unit 10 executes the following process. That is, the server information processing unit 10 synthesizes the guidance text entered in the input field 24 by using an existing voice synthesis technology, converts it into a voice file, and plays the voice file to output the text as a voice from the speaker of the terminal 3. Hereinafter, the content of the response process set by the rule setting screen 22 is referred to as a "response processing rule." As described above, the server information processing unit 10 executes the response process according to the corresponding response processing rule. When the user completes input to the screen 21, the user selects the save button 26 at the bottom of the screen. When the save button 26 is selected, the server information processing unit 10 executes a setting update process and a voice guidance setting Q&A registration process (hereinafter referred to as a "first registration process"). Each process will be described below.

[0033] Setting update process First, the setting update process will be described. In the setting update process, the server information processing unit 10 accesses the setting database 16 of the server storage unit 14. After accessing the setting database 16, the server information processing unit 10 identifies a record corresponding to the user's user telephone number. For example, the server information processing unit 10 identifies the user telephone number at the time of authentication. Next, the server information processing unit 10 updates the contents of the response processing setting information of the identified record so as to reflect the contents of the response processing rule entered in the rule setting screen 22. Reflecting the contents of the response processing rule also includes generating and registering the necessary audio files. This completes the setting of the response processing rule.

[0034] First registration process Next, the first registration process will be described. In the first registration process, the server information processing unit 10 pops up a registration necessity confirmation screen 27. Fig. 7 is a diagram showing an example of the screen 27. As shown in Fig. 7, the screen 27 displays information inquiring whether to register Q&A basic information in which the "response processing name input in the response processing name input field 19" is the question basic information and the "guidance sentence input in the voice content input field 24" is the answer basic information. The screen 27 also has a Yes button 28 for instructing to register the Q&A basic information and a No button 29 for instructing not to register.

[0035] As shown in FIG. 2, the server storage unit 14 stores a Q&A related database 30 for each user telephone number. FIG. 4(C) shows information indicating one record of the database 30. As shown in FIG. 4(C), one record of the database 30 has fields including key information <field>, Q&A basic information <field>, and display / non-display flag <field>. The Q&A basic information <field> has question basic information <field> and answer basic information <field>. The key information stores identification information of a unique value. In this embodiment, one database 30 is registered in the server storage unit 14 for one user telephone number. A plurality of records (Q&A basic information) can be registered in one database 30.

[0036] When the user selects the No button 29 on the registration necessity confirmation screen 27, the server information processing unit 10 ends the first registration process. On the other hand, when the user selects the Yes button 28, the server information processing unit 10 refers to the database 30 in the server storage unit 14 that corresponds to the user's user phone number, and registers one record in that database. The server information processing unit 10 stores a value unique within the database in the key information <field> of the generated record, stores the response process name entered in the input field 19 in the question basic information <field>, stores the guidance text entered in the input field 24 in the answer basic information <field>, and stores the default value, ON, in the display presence / absence flag <field>.

[0037] As described above, the server information processing unit 10 according to this embodiment has a function of providing a rule setting screen 22 (guidance-related user interface) including an input field 24 (guidance content input field) for inputting a guidance sentence and an input field 19 (name input field) for inputting a name of a response process on a user-visible display device 4 by executing a program with a processing device including a CPU. The server information processing unit 10 also has a function of generating question basic information based on information input by the user into the input field 19 of the user interface displayed on the display device 4, and generating answer basic information based on information input by the user into the input field 24 by executing a program with a processing device including a CPU.

[0038] As described above, in the response process related to the voice guidance, the answer to the inquiry may be output by voice. For example, referring to FIG. 3, in the response process S1-1, in response to an inquiry about an address, the voice "The address is ____" is output. In this way, when the answer to the inquiry is output by voice in the response process related to the voice guidance, the output answer (the guidance text entered in the input field 24) can be effectively used as information that serves as the basis for the answer to the Q&A. In addition, for the response process in which the answer to the inquiry is given by voice, the response process name is expected to be set to a wording that indicates the expected question so that the content of the response process can be intuitively understood. For example, the response process name for the response process S1-1 is expected to be set to a wording that indicates a question about an address, such as "Question about address" and "Please tell me your address." Note that, if the user is aware that the response process name can be registered as basic question information if desired, it is expected that the response process name will be set to a wording that indicates a question. Note that the user can freely set the response process name, so that the response process name for the response process in which the answer to the inquiry is given may not be a wording that indicates a question. However, as described later, the user can edit the content of the basic question information afterwards, so this does not cause any disadvantage to the user. In view of the above, according to this embodiment, it is possible to support efficient creation of Q&A by effectively using the settings inputted to the rule setting screen 22. Note that the configuration may be such that the user is prompted to enter a wording that expresses the question in the response process name.

[0039] In this embodiment, the presented question basic information and answer basic information cannot be edited on the screen 27, but they may be edited on the screen 27. This is true not only for the screen 27 related to the voice guidance, but also for the screen 27 related to other types of response processing.

[0040] ◇ If call forwarding is selected Next, the operation of the information processing server 2 when the call forwarding is selected will be described. When the call forwarding is selected on the screen 18 (FIG. 5), the server information processing unit 10 converts the screen 18 to a call forwarding rule setting screen 31 (FIG. 8). FIG. 8 is a diagram showing the screen 31. As shown in FIG. 8, the screen 31 includes a pre-forwarding voice content input field 33 and a forwarding destination phone number input field 34. The input field 33 is an input field in which the contents of the voice to be output before the call forwarding is performed are input. It is assumed that a sentence such as "your call will be forwarded" that notifies the user that the call forwarding will be performed is input into the input field 33. In response to the selection of the button 25 below the input field 33, the sentence input into the input field 33 is output as a voice. The input field 34 is an input field in which the number of the forwarding destination is input. When the user completes the input into the screen 31, the user selects the save button 26. When the save button 26 is selected, the server information processing unit 10 executes the setting update process described above, and further executes a call forwarding setting Q&A registration process (hereinafter referred to as "second registration process"). In the setting update process, the server information processing unit 10 updates the contents of the response processing setting information of the corresponding record in the setting database 16. The second registration process will be described below.

[0041] Second registration process In the second registration process, the server information processing unit 10 displays a pop-up screen 27. FIG. 9 is a diagram showing an example of the screen 27. As shown in FIG. 9, the screen 27 displays information inquiring whether to register Q&A basic information in which the "response process name entered in the response process name input field 19" is the question basic information and "<action> respond by telephone" is the answer. Here, "<action> respond by telephone" does not mean a sentence that should be a reply to the question, but means an action that should be taken in response to the question. In other words, it means that the answerer should respond to the question by an action of responding by telephone, rather than responding to the question with the sentence "<action> respond by telephone."

[0042] When the user selects the No button 29 on the screen 27, the server information processing unit 10 ends the second registration process. On the other hand, when the user selects the Yes button 28, the server information processing unit 10 registers one record in the database 30 corresponding to the user's user phone number. The server information processing unit 10 stores a value unique within the database in the key information <field> of the generated record, stores the response process name entered in the input field 19 in the question basic information <field>, stores the information "<action> response by telephone" in the answer basic information <field>, and stores the default value, ON, in the display availability flag <field>.

[0043] As described above, the server information processing unit 10 has a function of generating answer basic information indicating that a response should be made by telephone (that an action indicated by the type of response process should be executed) when the user selects telephone transfer as the type of response process on the rule setting screen 22 (setting user interface) by executing a program with a processing device including a CPU. Here, when a certain type of response process is telephone transfer, when the response process is executed, the call is transferred to a set telephone number, and a human respondent answers the call. Therefore, when the type of response process is telephone transfer, it can be said that it is assumed that a human would better respond to the user's question by telephone. In light of the above, in this embodiment, when the type of response process is telephone transfer, answer basic information indicating that an action of "answer by telephone" should be executed is generated, so that an answer suitable for the question can be used as the answer basic information.

[0044] ◇If SMS sending is selected Next, the operation of the information processing server 2 when SMS transmission is selected will be described. When SMS transmission is selected on the screen 18, the server information processing unit 10 of the information processing server 2 converts the screen 18 to an SMS transmission rule setting screen 35 (FIG. 10). The rule setting screen 22 related to SMS transmission corresponds to the "guidance-related user interface". FIG. 10 is a diagram showing the screen 35. As shown in FIG. 10, the screen 35 has a pre-transmission voice content input field 36 and a message input field 37. The input field 37 corresponds to the "guidance content input field". The input field 36 is an input field in which the content of the voice to be output before the message is transmitted by SMS is input. In response to the selection of the button 25 below the input field, the text input in the input field 36 is output as voice. The input field 37 is an input field in which the content of the message to be transmitted is input.

[0045] When the user has completed inputting information into screen 35, he or she selects save button 26. When save button 26 is selected, server information processing unit 10 executes the setting update process described above, and further executes SMS setting Q&A registration process (hereinafter referred to as "third registration process"). In the setting update process, server information processing unit 10 updates the contents of the response processing setting information of the corresponding record in setting database 16. The third registration process is similar to the first registration process, and will be explained briefly.

[0046] Third registration process In the third registration process, the server information processing unit 10 pops up a screen 27. The screen 27 displayed here is a screen that displays information inquiring whether to register Q&A basic information in which the "response process name entered in the response process name input field 19" is the question basic information and the "message entered in the message input field 37" is the answer basic information, similar to the screen 27 in FIG. 7. The screen 27 also has an affirmative button 28 and a negative button 29. When the negative button 29 on the screen 27 is selected by the user, the server information processing unit 10 ends the third registration process. On the other hand, when the affirmative button 28 is selected by the user, the server information processing unit 10 registers one record in the database 30 corresponding to the user telephone number of the user to which the user belongs. The server information processing unit 10 stores a value unique within the database in the key information <field> of the generated record, stores the response process name entered in input field 19 in the question basic information <field>, stores the message entered in input field 37 in the answer basic information <field>, and stores the default value, which is on, in the display / non-display flag <field>.

[0047] As described above, the server information processing unit 10 according to this embodiment has a function of providing an SMS transmission rule setting screen 35 (guidance-related user interface) including an input field 37 (guidance content input field) where the user inputs the contents of the message to be sent in SMS, and an input field 19 (name input field) by executing a program with a processing unit including a CPU. Furthermore, the server information processing unit 10 has a function of generating question basic information based on the information entered in the input field 19, and generating answer basic information based on the information entered in the input field 37 by executing a program with a processing unit including a CPU.

[0048] As described above, in the response process related to SMS transmission, a response to an inquiry may be transmitted as a message. For example, referring to FIG. 3, in response process S1-2, in response to an inquiry about a route to a store, a message is transmitted saying, "Exit the north exit of XX station, go straight along the road, and turn right at the first intersection." In this way, when a response to an inquiry is transmitted as a message in response process related to SMS transmission, the message can be effectively used as information that serves as the basis for a response to a Q&A. In light of the above, the server information processing unit 10 generates answer basic information based on the information entered in the input field 37. Also, as described above, the response process name can be effectively used as information that serves as the basis for a question in a Q&A.

[0049] In this embodiment, the message sent by SMS transmission is assumed to be a text. However, the message may include an image, an illustration, a video, or other media. In this case, the answer basic information may include an image, an illustration, a video, or other media.

[0050] ◇ If voice recording is selected Next, the operation of the information processing server 2 when voice recording is selected will be described. When voice recording is selected on the screen 18, the server information processing unit 10 converts the screen 18 to a voice recording rule setting screen (not shown). This screen is provided with a pre-recording voice guidance input field in which the contents of the voice to be output before voice recording is input, a voice playback button 25, and a save button 26. When the user completes input to the voice recording rule setting screen, he or she selects the save button 26. When the save button 26 is selected, the server information processing unit 10 executes the setting update process described above, and further executes a voice recording setting time Q&A registration process (fourth registration process). The fourth registration process is similar to the second registration process described above, and will be briefly described.

[0051] Fourth registration process In the fourth registration process, the server information processing unit 10 pops up a screen 27. The screen 27 displayed here, like the screen 27 in Fig. 9, displays information inquiring whether to register Q&A basic information in which the "response process name entered in the response process name input field 19" is the question basic information and "<action> record the telephone conversation" is the answer. "<action> record the telephone conversation" means that the question should be answered with the action of recording the telephone conversation.

[0052] When the user selects the No button 29 on the screen 27, the server information processing unit 10 ends the fourth registration process. On the other hand, when the user selects the Yes button 28, the server information processing unit 10 creates one record in the database 30 corresponding to the user phone number of the user to which the user belongs. The server information processing unit 10 stores a value unique within the database in the key information <field> of the created record, stores the response process name entered in the input field 19 in the question basic information <field>, stores the information "<action> Record utterance over the phone" in the answer basic information <field>, and stores the default value, an on value, in the display flag <field>.

[0053] As described above, the server information processing unit 10 has a function of generating answer basic information indicating that the telephone utterance should be recorded when the user selects voice recording as the type of response processing on the rule setting screen 22 (setting user interface). This function is realized by the processing device of the server information processing unit 10 executing a program. Here, when the type of response processing is voice recording, it is assumed that it would be better to record the caller's utterance in response to the user's inquiry. The inquiry may be advice, complaints, or other comments for the user. In light of the above, in this embodiment, when the type of response processing is voice recording, answer basic information is generated indicating that an action of "recording the telephone utterance" should be taken, so that an answer appropriate to the question can be used as the answer basic information.

[0054] The above describes the operation of the information processing server 2 when the contents of the response process are set. In the above, it is assumed that the response process rule is set for the first time, but once the user sets a response process rule for a certain response process, the user can freely edit the contents of the response process rule at any time, and can also delete the response process itself. When editing the response process, the server information processing unit 10 provides the rule setting screen 22 in response to a request from the user, and accepts an instruction for editing.

[0055] <Operation of the information processing server 2 when the hierarchical structure is set> Next, a brief description will be given of the operation of the information processing server 2 when a hierarchical structure is set. If the user desires to set a hierarchical structure of response processing after setting response processing rules for a plurality of response processing, the user performs a predetermined operation on the main screen (or a screen to which the user can transition from the main screen) to notify that a hierarchical structure will be set. In response to the notification, the server information processing unit 10 of the information processing server 2 displays a hierarchical structure setting screen (not shown) for setting a hierarchical structure of response processing on the display device 4 of the terminal 3.

[0056] The hierarchical structure setting screen is a screen that provides a tool for freely setting a hierarchical structure for multiple response processes for which a response processing rule has been set by the user. For example, in the hierarchical structure setting screen, each response process is divided into blocks, and the hierarchical structure can be set by arranging each block hierarchically. However, this is merely an example, and the hierarchical structure setting screen may be any screen on which a hierarchical structure can be set.

[0057] For example, suppose that a user wishes to set the hierarchical structure shown in Fig. 3. In this case, the user first sets response processing rules for each of response processes S0, S1, S2, S1-1, S1-2, S1-3, S2-1, and S2-2 using the rule setting screen 22. Then, the user sets the hierarchical structure shown in Fig. 3 using the hierarchical structure setting screen.

[0058] The user can edit (change) the hierarchical structure once it has been set. The comprehensive rule indicates a combination of the hierarchical structure set by the user for telephone automatic response and the response processing rule for each response process.

[0059] <Analysis and processing of recorded data> Next, a description will be given of the recorded data analysis process executed by the information processing server 2. When a call is forwarded as the response process as described above, recorded data is generated in which the call between the caller and the responder is recorded, and is stored in the recording database 17 of the server storage unit 14 in association with the user telephone number. When a voice is recorded as the response process, recorded data is generated in which the caller's speech is recorded, and is stored in the recording database 17 of the server storage unit 14 in association with the user telephone number.

[0060] When new sound recording data is generated for a certain user and a record is generated in the sound recording database 17, the server information processing unit 10 of the information processing server 2 executes a sound recording data analysis process on the newly generated sound recording data. However, the timing of executing the sound recording data analysis process is not limited to the timing exemplified in this embodiment. For example, the server information processing unit 10 may be configured to periodically check whether unprocessed sound recording data exists, and execute a sound recording data analysis process on the unprocessed sound recording data if it exists. The sound recording data analysis process performed on the sound recording data related to user X will be described below.

[0061] FIG. 11 is a diagram showing a schematic flow of the audio recording analysis process. Note that with regard to the audio recording analysis process, a "sentence" refers to the smallest unit of semantically coherent expression, and ends with a period. For example, "It's raining today" and "This is a pen" each correspond to a sentence. Also, a "sentence" refers to a series of coherent information consisting of one or more sentences. For example, the information "It's raining today. It will rain tomorrow" (assuming there are no other consecutive sentences) corresponds to a sentence.

[0062] In the recording data analysis process, the server information processing unit 10 identifies a record to be processed (i.e., a record newly generated in response to the generation of the recording data) from among the records in the recording database 17. Hereinafter, the record identified here is referred to as the target record. The server information processing unit 10 executes the following process on the recording data included in the target record using the text conversion model 40.

[0063] That is, the server information processing unit 10 uses the text conversion model 40 to convert the recorded data into text, and further performs normalization on the textualized object to generate recorded text data. Recorded text data is text data in which a recorded conversation or speech is recorded as a text consisting of one or more consecutive sentences. All existing technologies, including voice recognition technology, can be used for the text conversion and normalization. For example, assume that the following conversation between a caller and an operator is recorded in the recorded data. Operator: "Thank you for calling. This is XX." → Caller: "Are you off today?" → Operator: "We are open today." → Caller: "Thank you." In this case, the recorded text data is data in which the sentence "Thank you for calling. This is XX. Are you off today? We are open today. Thank you" is written in text form.

[0064] Furthermore, the server information processing unit 10 performs necessary processing such as morphological analysis, categorization, and feature processing on the recorded text data using the first preprocessing model 41 to generate information for recorded-text processing (hereinafter referred to as "first processing information"). The first processing information is information that can be processed by the analysis model 43. Similarly, the server information processing unit 10 converts the passing route information of the target record into information for passing route related processing (hereinafter referred to as "second processing information") using the second preprocessing model 42. The server information processing unit 10 converts the response processing setting information of the target record into information for response processing related processing (hereinafter referred to as "third processing information"). The server information processing unit 10 uses the fourth preprocessing model 45 to generate information for hierarchical structure related processing (hereinafter referred to as "fourth processing information").

[0065] Furthermore, the server information processing unit 10 executes the following process using the analytical model 43. That is, the server information processing unit 10 analyzes the recorded data by reflecting the path leading to the response process that caused the recorded data to be generated in the hierarchical structure and the response processing rule set for the response process in the path. The analytical model 43 is a trained model that has been machine-learned by a predetermined method. As shown in FIG. 11, the analytical model 43 receives the first to fourth processing information and the recorded text data as input.

[0066] The analytical model 43 has the following functions. That is, the analytical model 43 judges whether a sentence or a combination of multiple sentences included in the recorded text data corresponds to any of multiple types of question types prepared in advance. Hereinafter, a concept including a sentence or a combination of multiple sentences is called a "unit sentence". Furthermore, when the analytical model 43 judges that the unit sentence is a question of a specific type, if a slot (an element of the question of the specific type) is defined for the specific type, the analytical model 43 specifies the slot. The analytical model 43 outputs the specified question type and the specified slot. Existing intent interpretation technology (particularly intent and slot recognition technology) is applied to this process. Note that the process targeting the unit sentence is not performed using the unit sentence itself described in the recorded text data, but using information corresponding to the unit sentence in the first processing information. However, the unit sentence itself may also be used.

[0067] For example, it is assumed that the following question types (intents) are prepared: type A1: questions about business hours, type A2: questions about addresses, and type A3: questions about product prices. It is also assumed that product information (product name, product number, product type, etc.) is defined as slots for type A3. In this case, when a unit sentence "How much is the price of product Y that was released recently?" is processed, the analysis model 43 calculates the probability that this unit sentence falls into types A1 to A3, and identifies one question type whose probability satisfies a certain condition. There are also cases where the analysis model 43 determines that the unit sentence does not fall into any of the question types. If the analysis model 43 identifies type A3, the analysis model 43 further identifies product Y as an intent. By identifying type A3 as the question type and product Y as the slot for the unit sentence, it is possible to determine that the unit sentence is a question inquiring about the price of product Y.

[0068] Furthermore, when the analytical model 43 identifies a question type for a certain unit sentence, it identifies a unit sentence that includes an answer to the question. Hereinafter, a unit sentence that includes an answer is referred to as an "answer unit sentence." This process applies intent interpretation techniques and other text analysis techniques. Therefore, when the analytical model 43 identifies a question type for a certain unit sentence, it identifies a unit sentence that is paired with it (answer unit sentence). The analytical model 43 outputs the identified unit sentence.

[0069] Here, the second processing information, the third processing information, and the fourth processing information are input to the analytical model 43 as parameters. This is to enable the analytical model 43 to analyze the unit sentence by reflecting the path leading to the response process that caused the recording data to be processed to be generated in the hierarchical structure of the response processes, and the response processing rules set for the response processes in the path. For example, referring to FIG. 3, the response process that caused the recording data to be processed to be generated is response process S1-3. In this case, the second processing information, the third processing information, and the fourth processing information are input to the analytical model 43 so that the unit sentence is analyzed by reflecting the "path leading to response process S1-3 (the path of response process S0 → response process S1 → response process S1-3)" and the "response processing rules of response process S0, response processing rules of response process S1, and response processing rules of response process S1-3."

[0070] Here, response process S1 is executed when "inquiry about business location" is selected in response process S0, and response process S1-3 is executed when "inquiry about address" and "inquiry about route from XX station to store" are not selected in response process S1. Therefore, in the conversation between the caller and the operator after response process S1-3, the caller is considered to ask "a question about business location, not about address, and not about route from XX station to store." Based on this, analysis model 43 sets a higher probability for the question type of unit sentences based on the recorded data related to response process S1-3 than the question type corresponding to "a question about business location, not about address, and not about route from XX station to store."

[0071] The analytical model 43 is a model trained by machine learning. The analytical model 43 is trained by learning data including passage path information, response processing setting information, and hierarchical structure setting information. As a result, the analytical model 43 is optimized so that, for a certain unit sentence, the passage path leading to the corresponding response processing and the response processing rules of each response processing are reflected to derive the probability of the question type, and the unit sentence related to the answer is identified. Note that the fact that learning data including information corresponding to the input of the model is used during the machine learning of the model is the same for models other than the analytical model 43.

[0072] The server information processing unit 10 uses the analysis model 43 having the above functions to derive a combination of "question type identified for unit sentence" and answer unit sentence for the recorded text data. Note that the question type may also include a slot. This will also be the case below. Hereinafter, this combination will be referred to as "extracted information." There are cases where no extracted information is extracted, and cases where multiple pieces of extracted information are derived. The "question type identified for unit sentence (which may also include a slot)" is information that is presumed to be a question, and the answer unit sentence is information (text) that is presumed to be an answer. The process by which the server information processing unit 10 derives extracted information corresponds to the process of presuming a question and an answer.

[0073] After deriving the extracted information, the server information processing unit 10 executes the following process for each piece of extracted information. That is, the server information processing unit 10 generates question basic information based on the "question type specified for the unit sentence" of the extracted information. Note that a format for generating question basic information is determined for each question type, and the server information processing unit 10 generates question basic information according to the format. For example, for a unit sentence of "How much is the price of product Y that was recently released?", the server information processing unit 10 specifies "Type A3: Question about product price" as the question type and "Product Y" as the slot. In this case, the server information processing unit 10 generates question basic information of, for example, "How much is the price of product Y?". Furthermore, the server information processing unit 10 generates answer basic information based on the answer unit sentence of the extracted information. In this embodiment, the server information processing unit 10 uses the answer unit sentence as it is as the answer basic information. However, the server information processing unit 10 may be configured to modify the answer unit sentence. The server information processing unit 10 generates one record in the database 30 of the corresponding user telephone number. The server information processing unit 10 stores a unique value in the key information <field> of the generated record, question basic information in the question basic information <field>, answer basic information in the answer basic information <field>, and the default value (on) in the display / non-display flag <field>.

[0074] As described above, in this embodiment, the server information processing unit 10 has a function of analyzing the recorded data generated in the first response process, reflecting the settings made using the setting user interface for the path leading to the first response process in the hierarchical structure and the response processes in the path, inferring a question and an answer, generating question basic information based on the inferred question, and generating answer basic information based on the inferred answer. This function is realized by the processing device of the server information processing unit 10 executing a program. With this configuration, it is possible to generate more accurate question basic information and answer basic information as information that serves as the basis for Q&A by suitably using the hierarchical structure and response processing rules set for telephone automatic response.

[0075] <Operation of information processing server 2 when providing Q&A basic information> Next, the operation of information processing server 2 when providing Q&A basic information will be described. A user who wishes to provide Q&A basic information performs a predetermined operation on the main screen (or a screen that can be transitioned from the main screen) to instruct the display of the Q&A list screen 47 (FIG. 12). In response to the notification, the server information processing unit 10 of the information processing server 2 displays the screen 47 on the display device 4 of the terminal 3.

[0076] FIG. 12 is a diagram showing an example of the screen 47. The server information processing unit 10 refers to the database 30 corresponding to the user's user telephone number and displays the screen 47 based on each record in the database. As shown in FIG. 12, a Q&A basic information list area 48 is provided on the screen 47. Records are formed in the area 48, and Q&A basic information, which is a combination of question basic information and answer basic information, is displayed in each record. Each record in the area 48 corresponds to each record in the database 30, and all the Q&A basic information registered in the database 30 is displayed in the area 48.

[0077] Among the Q&A basic information displayed in the area 48, a mark 49 indicating that it is displayed for the first time (a mark including the characters "NEW" in FIG. 12) is displayed on the Q&A basic information that is displayed for the first time. By referring to the mark 49, the user can recognize that the Q&A basic information is newly generated. The server information processing unit 10 adds the mark 49 to the Q&A basic information of the records in the database 30 for which the display presence / absence flag is on. In addition, the server information processing unit 10 updates the value of the display presence / absence flag of the record corresponding to the Q&A basic information to the off value in response to the display of the Q&A basic information on the screen 47.

[0078] Each record is also provided with an edit button 50. When the edit button 50 of a record is pressed, the question basic information and answer basic information of that record can be edited. Using this, the user can edit the desired question basic information and answer basic information. In response to the user's editing of the question basic information or answer basic information, the server information processing unit 10 updates the content of the question basic information or answer basic information of the corresponding record in the database 30. For example, when the answer basic information is "<Action>Respond by phone", the user can change the content of this answer basic information to "Please call XX" (XX is a phone number).

[0079] Each record is provided with a delete button 51 for instructing the deletion of the record. The user can delete the desired Q&A basic information. When the user instructs the deletion of the Q&A basic information, the server information processing unit 10 deletes the corresponding record in the database 30. The screen 47 is also provided with a record add button 52. When the button 52 is selected, the server information processing unit 10 pops up a Q&A basic information addition screen (not shown) having at least an input field for inputting question basic information, an input field for inputting answer basic information, and a button for notifying completion of input. The user can input desired information in the input field for question basic information, input desired information in the input field for answer basic information, and select the button for notifying completion of input to instruct the registration of new Q&A basic information. In response to the user's instruction to register the Q&A basic information, the server information processing unit 10 registers a record having the information input by the user as Q&A basic information in the database 30. As described above, the functions of the information processing server 2 allow the user to view, edit, add, and delete Q&A basic information at any time.

[0080] In this embodiment, when a user makes settings related to automatic telephone answering or when automatic telephone answering is actually performed, Q&A basic information is automatically generated. Therefore, compared with the case where the user generates Q&A basic information from scratch, the burden on the user regarding the creation of Q&A can be effectively reduced. Also, the operation of making settings related to automatic telephone answering is an operation performed from a different perspective than the operation of intentionally creating Q&A. And according to this embodiment, since Q&A basic information is generated based on the settings related to automatic telephone answering, it is expected that Q&A basic information that cannot be obtained when the user directly creates Q&A basic information will be generated. Furthermore, since Q&A basic information is automatically generated based on the analysis result of the recorded data, Q&A basic information with rich content reflecting the actual inquiries is generated.

[0081] <Regarding the use of Q&A basic information> The Q&A basic information can be effectively utilized as useful information regarding Q&A. For example, the Q&A basic information can be used as the basis for Q&A posted on the company's own web page, pamphlets, and other media. Also, the server information processing unit 10 has a function of executing the following processing under a prior agreement with the user. That is, the server information processing unit 10 has a function of updating the Q&A posted on the user's web page. Also, the server information processing unit 10 has a function of providing Q&A basic information (including information based on this) to the chat pot system, bulletin board system, interactive system, etc. of the target company. An interactive system is a system that answers questions input by manual input, voice input, or other methods by displaying information, outputting voice, or other methods. The above-listed methods of using Q&A basic information are merely examples.

[0082] As described above, the server information processing unit 10 of the information processing server 2 according to this embodiment provides a user interface for making settings related to telephone automatic response, and generates question basic information corresponding to questions in Q&A and answer basic information corresponding to answers to Q&A based on settings made using the user interface. According to this configuration, a user interface for making settings related to telephone automatic response is provided, while question basic information corresponding to questions in Q&A and answer basic information corresponding to answers to Q&A are generated based on settings made using the user interface, so that efficient creation of Q&A can be supported by suitably using settings related to telephone automatic response including information useful for creating Q&A.

[0083] <First Modification of the First Registration Process> Next, a first modified example of the first registration process will be described. In this modified example, the server information processing unit 10 executes the following process as the first registration process. When the save button 26 on the screen 21 (FIG. 6) is selected, the server information processing unit 10 executes the following process based on the guidance text entered in the input field 24. That is, the server information processing unit 10 estimates the question and answer based on the guidance text entered in the input field 24. The server information processing unit 10 executes the above process by using the first estimation model 53 that has been machine-learned.

[0084] FIG. 13 is a diagram showing the first estimation model 53 and the input and output of the model in a simplified manner. Even if not otherwise described below, the information input to the model is naturally subjected to necessary pre-processing for converting it into information that the model can interpret. As shown in FIG. 13, the first estimation model 53 receives a guidance sentence as an input. Based on the input guidance sentence, the first estimation model 53 derives the possibility that the question type corresponds to each of a plurality of question types prepared in advance, and outputs one question type whose probability satisfies a certain condition. There is a case where none of the question types is output. Furthermore, when the first estimation model 53 outputs a question type, it outputs estimated answer information indicating an estimated answer. The first estimation model 53 estimates an answer based on the question type and the content of the guidance sentence, and outputs estimated answer information. The guidance sentence may be configured as estimated answer information. The server information processing unit 10 derives the question type and estimated answer information by using the first estimation model 53. The question type is information that is presumed to be a question, and the presumed answer information is information that is presumed to be an answer. The process of deriving the question type and the presumed answer information corresponds to the process of server information processing unit 10 presuming a question and an answer.

[0085] The server information processing unit 10 generates question basic information based on the derived question type, and generates answer basic information based on the derived estimated answer information. Next, the server information processing unit 10 pops up a registration confirmation screen 27 that asks whether or not to register the generated question basic information and answer basic information. After that, the server information processing unit 10 executes the same process as in the above embodiment.

[0086] As described above, the server information processing unit 10 according to this modification has the functions of inferring a question and an answer based on the information entered in the guidance content input field, generating question basic information based on the inferred question, and generating answer basic information based on the inferred answer. With this configuration, it is possible to generate highly accurate question basic information and answer basic information based on the inferred results.

[0087] In this modified example, the server information processing unit 10 may be configured to estimate the question and answer using other information in addition to the guidance text. The other information is, for example, a response processing name, a type of response processing, user attribute information, or a combination of two or more of these pieces of information. The user attribute information is information indicating the attributes of the user and can contribute to improving the accuracy of the estimation of the question and answer. For example, the user attribute information is information regarding the address, the type of business, the size of the company, the trade area, or the product / service provided by the user. For example, in the case where the server information processing unit 10 is configured to estimate the question and answer using the response processing name, the type of response processing, and the user attribute information in addition to the guidance text, the input of the first estimation model 53 is the guidance text, the response processing name, the information indicating the type of response processing, and the user attribute information.

[0088] In addition, in this modified example, the method in which the server information processing unit 10 infers the question and answer using the guidance text is not limited to the exemplified method. As an example, a method in which a generative AI model (particularly a language generation AI model) is used is shown below. When inferring the question and answer, the server information processing unit 10 generates a prompt based on the guidance text, which requests the server information processing unit 10 to infer the question and answer from the guidance text. An example of the contents of the prompt is as follows: "You are the person in charge of creating the Q&A. Please infer the questions and answers for the Q&A from the following [text]. [Text] The address is ____. Next, the server information processing unit 10 transmits the generated prompt to a server equipped with the generative AI model, and receives a response to the request (output of the generative AI model) from the server. The response includes a question estimated by a function of the generative AI model of the server, and an answer estimated by the function. The server information processing unit 10 acquires the question and answer included in the response. The above series of processes corresponds to a process of estimating a question and an answer. The above is an example of a method in which a generative AI model is used. Note that when a generative AI model is used, the generated prompt may include information other than the guidance text. The information is, for example, a response process name, a type of response process, or user attribute information. An example of the contents of the prompt when such information is included in the prompt is as follows: "You are the person in charge of creating the Q&A. The following [text] is the text that is output in the voice guidance provided by the automated telephone response system. The name given to the voice guidance by the user is XX. The attributes of the user who created the following text are XX. Please infer the question and answer for the Q&A from the following [text]. [Text] The address is ____. Regarding the use of the generative AI model, the server information processing unit 10 may be configured to use a generative AI model stored in the server storage unit 14 of the information processing server 2, rather than using a generative AI model installed in the server. The source, type, and learning method of the generative AI model are not limited. The generative AI model may be a publicly available general-purpose model, may be an additionally learned model based on a publicly available general-purpose model, or may be an independently learned model. The above points are similar to other examples of the use of the generative AI model.

[0089] Above, two examples of the method of estimating questions and answers using a machine-learned model have been described. However, when the server information processing unit 10 estimates questions and answers using a machine-learned model, the method of estimating questions and answers is not limited to the exemplified method. This also applies to other processes related to estimation. For example, the output of the machine-learned model may be configured differently from the exemplified output. Also, the server information processing unit 10 may be configured to estimate questions and answers using a method other than the method of using the machine-learned model. This also applies to other processes related to estimation. Also, the first modified example of the first registration process can be applied as a modified example of the third registration process. In this case, the message entered in the input field 37 is used instead of the guidance text.

[0090] <Second Modification of the First Registration Process> Next, a second modified example of the first registration process will be described. In this modified example, the server information processing unit 10 executes the following process as the first registration process. The first registration process of this modified example is executed when a user updates the content of a response processing rule for a certain response process in a state where a hierarchical structure of response processes is set and a response processing rule for each response process is set (hereinafter referred to as a "completed state"). In this modified example, a switch that the user can turn on / off depending on whether the state is completed or not is provided on the home screen (or another screen), and the server information processing unit 10 determines whether the state is completed or not based on the state of the switch. In the following, it is assumed to be a completed state.

[0091] The user edits the input contents on the screen 21 (FIG. 6) for a certain response process (hereinafter referred to as the "noted response process" in the description of this modified example), and selects the Save button 26. When the Save button 26 is selected, the server information processing unit 10 executes the following process based on the information entered in the voice content input field 24. That is, the server information processing unit 10 estimates the question and answer based on the guidance text, the route leading to the noted response process in the hierarchical structure (hereinafter referred to as the "noted passed route"), and the response processing rules of each of the response processes in the noted passed route. In this embodiment, the server information processing unit 10 executes the above process by using a machine-learned second estimation model 54.

[0092] FIG. 14 is a diagram showing the input and output of the second estimation model 54 in a simplified manner. As shown in FIG. 14, the second estimation model 54 receives as input the guidance text, the attention passing route information, the response processing setting information, and the hierarchical structure setting information. The attention passing route information is information indicating the attention passing route. Hereinafter, a combination of the attention passing route information, the response processing setting information, and the hierarchical structure setting information is referred to as "attention route related information". The output of the second estimation model 54 is the question type and the estimated answer information, similar to the first estimation model 53. The second estimation model 54 analyzes the guidance text by reflecting the route to the attention response processing in the hierarchical structure and the response processing rule of the response processing in the route, and outputs the question type and the estimated answer information. The server information processing unit 10 derives the question type and the estimated answer information using the second estimation model 54. The server information processing unit 10 generates question basic information based on the derived question type, and generates answer basic information based on the derived estimated answer information. The server information processing unit 10 pops up a screen 27 inquiring whether or not to register the generated question basic information and answer basic information. After that, the server information processing unit 10 executes the same process as in the above embodiment.

[0093] As described above, the server information processing unit 10 has a function of estimating a question and an answer based on information entered in the guidance content input field of the guidance-related user interface for the first response process, the path leading to the first response process in the hierarchical structure, and the settings made using the setting user interface for the response processes in the path. With this configuration, it is possible to generate highly accurate question basic information and answer basic information.

[0094] In this modified example, the server information processing unit 10 may be configured to estimate the question and answer using other information in addition to the guidance sentence and the highlighted route related information. The other information is, for example, a response process name, a type of response process, user attribute information, or a combination of two or more of these pieces of information. For example, when the server information processing unit 10 is configured to estimate the question and answer using the response process name, the type of response process, and user attribute information in addition to the guidance sentence and the highlighted route related information, the inputs of the second estimation model 54 are the guidance sentence, the highlighted route related information, the response process name, information indicating the type of response process, and the user attribute information.

[0095] In this modification, the method in which the server information processing unit 10 infers the question and answer using the guidance text and the attention route related information is not limited to the exemplified method. For example, the server information processing unit 10 may be configured to infer the question and answer using a generative AI model. In this configuration, the server information processing unit 10 can use the generative AI model in the same manner as in the "first modification of the first registration process." Furthermore, the second modification of the first registration process can be applied as a modification of the third registration process. In this case, the message entered in the input field 37 is used instead of the guidance text.

[0096] <Third Modification of the First Registration Process> Next, a third modified example of the first registration process will be described. In this modified example, the server information processing unit 10 executes the following process as the first registration process. That is, in the first embodiment, the server information processing unit 10 uses the guidance text as the answer basic information as is, but the server information processing unit 10 according to this modified example uses "<action> voice guidance" as the answer basic information. Note that in the third registration process, the server information processing unit 10 may be configured to use "<action> send SMS" as the answer basic information, as in this modified example.

[0097] <First modified example of recording data analysis processing> Next, a first modified example of the recorded data analysis process will be described. In the above embodiment, the output of the analytical model 43 was a question type and an answer unit sentence. On the other hand, the analytical model 43 according to this modified example outputs a unit sentence including a question (hereinafter referred to as a "question unit sentence") instead of a question type. That is, the analytical model 43 has a function of extracting and outputting a question unit sentence and an answer unit sentence from the recorded text data. The server information processing unit 10 according to this modified example uses the question unit sentence output by the analytical model 43 as question basic information as is or after modification. The server information processing unit 10 uses the answer unit sentence output by the analytical model 43 as answer basic information as is or after modification. As described above, the server information processing unit 10 according to this modified example has a function of estimating a question and an answer by extracting a sentence estimated to be a question and a sentence estimated to be an answer from a sentence based on the recorded data.

[0098] The first modified example may be configured as follows. That is, a question extraction model M1 is prepared, which receives the recorded text data and the associated information and outputs "the location of the character string corresponding to the question in the sentence of the recorded text data". The associated information is information input to the model in addition to the recorded text data, such as additional information, response processing setting information, and hierarchical structure setting information. The location of the character string is information that enables extraction of the character string from the sentence, such as "the 10th character to the 30th character". Then, the server information processing unit 10 extracts the character string indicated by the "location of the character string corresponding to the question" output by the question extraction model M1 from the recorded text data. Next, the server information processing unit 10 uses the extracted character string as it is or modifies it to make it the question basic information. The question extraction model M1 can be suitably used when generating the question basic information based on the recorded text data that is assumed to include a question but not an answer. The question extraction model M1 can be machine-learned by supervised learning that uses pair data of the recorded text data and information indicating the location of the character string corresponding to the question.

[0099] Alternatively, the server information processing unit 10 may generate answer basic information by using an answer extraction model M2 that outputs the location of a character string corresponding to an answer, instead of the question extraction model M1. The answer extraction model M2 can be machine-learned by supervised learning that uses paired data of recorded text data and information indicating the location of a character string corresponding to an answer. Alternatively, the server information processing unit 10 may generate question basic information and answer basic information by using a question / answer extraction model M3 that outputs the location of a character string corresponding to a question and the location of a character string corresponding to an answer, instead of the question extraction model M1. The question / answer extraction model M3 can be machine-learned by supervised learning that uses paired data of recorded text data, information indicating the location of a character string corresponding to a question, and information indicating the location of a character string corresponding to an answer.

[0100] <Second modified example of recording data analysis processing> Next, a second modified example of the recorded data analysis process will be described. The server information processing unit 10 according to this modified example uses a generative AI model to estimate questions and answers. The server information processing unit 10 according to this modified example generates a prompt that includes recorded text data and information indicating a route taken (set using a user interface) and requests estimation of a combination of questions and answers from a sentence described in the data, and transmits the prompt to a generative AI model server equipped with a generative AI model. The server information processing unit 10 estimates questions and answers based on a response from the server (= output of the generative AI model). An example of the prompt is as follows: "You are the person in charge of creating the Q&A. When a caller called the automated telephone answering machine, they selected option 1 in response to the voice guidance "XX", then selected option 2 in response to the voice guidance "XX" and were connected to an operator. After that, the following conversation took place between the caller and the operator. Please infer the questions and answers in the Q&A from the following conversation. [Text] Hello. … As described above, the server information processing unit 10 in this modified example has the function of generating a prompt requesting that questions and answers be inferred from this information based on sentences based on recorded data and settings made using the user interface, sending the prompt to the generation AI model server, and inferring the questions and answers based on the response from the generation AI model server.

[0101] In the second modified example, the server information processing unit 10 is configured to request the generation AI model server (generation model) to estimate a combination of a question and an answer from the sentence of the recorded text data. In this regard, the server information processing unit 10 may be configured to request to estimate either the question or the answer from the sentence. For example, when the processing target is recorded text data that is assumed to include a question but not an answer, the server information processing unit 10 requests the generation AI model server to estimate a question from the recorded text data.

[0102] <Third modified example of recording data analysis processing> In the above embodiment, the server information processing unit 10 analyzes the recorded data by reflecting the path leading to the response process that caused the recorded data to be generated in the hierarchical structure and the response process rules set for the response processes in the path. On the other hand, the server information processing unit 10 according to this modified example analyzes the recorded data by further reflecting at least one of the response process name, the response process type, the user's attributes, the response record, and the telephone history.

[0103] A call history is a memo that a respondent records after finishing a conversation with a caller. For example, a call history records "what kind of question was asked and what kind of answer was given," matters that should be made known to the relevant parties, or future points to note. A call history may contain information that is useful for creating Q&A. A call history is information about how a caller made a call. A first example of a call history is information about a web page when a caller selects a phone number displayed on a web page while viewing the web page on his / her smartphone and makes a call. Information about a web page is, for example, text / images / videos posted on the web page, the URL of the web page, or attributes of a product or service introduced on the web page. For example, in the first example, information about the web page is provided from the system of the web page provider to the information processing server 2, and the information is registered in the corresponding record in the recording database 17. A second example of a call history is as follows. That is, when a responder talks to a caller, it is made a rule that the responder asks the caller about how the call came to be, and leaves a memo recording the answer obtained to the inquiry after the conversation is over. The second example of the telephone call history is the history written in this memo. In the case where the telephone call history is further reflected in the recorded data and analyzed, for example, information indicating the telephone call history is further input to the analysis model 43. Furthermore, the analysis model 43 is trained using training data including the information indicating the telephone call history.

[0104] As described above, this modification is an application of the first and second modifications of the recorded data analysis process. The fact that the modifications can be applied in combination is also applicable to other cases.

[0105] <Fourth modified example of recording data analysis processing> Next, a fourth modified example of the recorded data analysis process will be described. In the above embodiment, the server information processing unit 10 in the recorded data analysis process analyzed the recorded data by reflecting the path leading to the response process that caused the recorded data to be generated in the hierarchical structure and the response processing rule set for the response process in the path. On the other hand, the server information processing unit 10 according to this modified example performs analysis by reflecting the type of response process that caused the recorded data to be generated. FIG. 15 is a diagram showing the input and output of the analysis model 43 according to this modified example. In the case of this modified example, as shown in FIG. 15, instead of the second to fourth processing information, response type information is input to the analysis model 43. The response type information is information indicating the type of response process that caused the recorded data to be generated. The analysis model 43 is trained using training data including response processing information.

[0106] In this modification, the server information processing unit 10 may be configured to analyze the recorded data by reflecting other items in addition to the type of response process. The other items may be, for example, the name of the response process, the user's attributes, the response record, the telephone call history, or a combination of two or more of these items. This modification is an application of the first and second modifications of the recorded data analysis process.

[0107] <Other variations of recording data analysis processing> Other modified examples of the recorded data analysis process are shown below. In the above-mentioned embodiment, the recorded data is generated in response to a call forwarding or voice recording. However, the recorded data may be data generated in a different manner. The first example of the recorded data is as follows. That is, when a call recording is performed, the caller may leave a recorded message requesting a call back. In this case, the person in charge calls the caller back. The recorded data may be data generated by recording the conversation between the person in charge and the caller during the call back.

[0108] The second example of recorded data is as follows. That is, "call back by telephone" is defined as a type of response process. Hereinafter, "call back by telephone" as a type of response process will be referred to as "call back process". Call back process is a process of informing the caller by voice or other means that the call will be called back later. When "call back by telephone" is performed as a response process, the person in charge then calls the caller back. The recorded data may be data generated by recording the conversation that takes place between the person in charge and the caller during the call back.

[0109] The third example of recorded data is as follows. That is, "conversation with an AI operator" is defined as a type of response processing. A conversation with an AI operator means a telephone conversation between a caller and an artificial intelligence (AI operator). A conversation with an AI operator is executed by a system that realizes interactive voice response. And the recorded data may be data generated by recording a conversation between a caller and an artificial intelligence.

[0110] Furthermore, the technology used in analyzing the recorded data is not limited to the technology shown in the above embodiment and the first to fourth modified examples. All existing technologies can be used to analyze the recorded data. In particular, the method of using a machine-learned model (including a generative AI model) is not limited to the exemplified method. Furthermore, when analyzing the recorded data (including data based on the recorded data), the server information processing unit 10 may be configured to analyze the voiceprint of the utterance recorded in the recorded data, classify the speaker, and use this classification in analyzing the recorded data.

[0111] An embodiment (including modifications, the same applies below) has been described above. However, the above embodiment is merely one example of a specific embodiment for carrying out the present invention, and the technical scope of the present invention should not be interpreted as being limited thereby. In other words, the present invention can be carried out in various forms without departing from the gist or main characteristics thereof.

[0112] For example, in the above-described embodiment, the information processing server 2 is configured to include the server storage unit 14. In this regard, the following configuration may be used. A server storage unit 14 is provided in a database server or other device capable of communicating with the information processing server 2. Then, the information processing server 2 accesses the other devices as appropriate.

[0113] In the above embodiment, various screens have been described, but it is possible to regard a part or all of a screen as a user interface, and also to regard multiple screens as one user interface. In other words, the user interface is not a concept that refers to only the entire screen, or only a part of a screen, or only a single screen, or only a collection of multiple screens.

[0114] In the above embodiment, the information processing server 2 has a function of performing automatic telephone response, but the information processing server 2 may not have this function. In this case, the automatic telephone response is performed by an IVR server other than the information processing server 2. The language supported by the Q&A related system 1 is not limited to a specific language. Message transmission is not limited to SMS transmission. For example, chat transmission in a chat service may be used. When generating a Q&A, the information processed by the server information processing unit 10 may include a web page, a fax image, or other external media. The question basic information or the answer basic information may be configured to include images, videos, and other information other than text.

[0115] In the above embodiment, the information processing server 2 functions as an information processing system. In this regard, the target functioning as an information processing system is not limited to the target exemplified in the above embodiment. Hereinafter, examples will be given focusing on the "function of providing a user interface for setting up automatic telephone response" (hereinafter referred to as the "first function") and the "function of generating question basic information and answer basic information based on settings made using the user interface" (hereinafter referred to as the "second function"). In the above embodiment, as shown in FIG. 16(A), the server information processing unit 10 of the information processing server 2 functioning as an information processing system has the first function and the second function. On the other hand, as shown in FIG. 16(B), the terminal 3 may function as an information processing system, and the terminal information processing unit 12 of the terminal 3 may have the first function and the second function. In this configuration, the terminal information processing unit 12 functions as an information processing unit. The configuration shown in FIG. 16(C) may also be used. That is, the information processing system is constituted by the information processing server 2 and the terminal 3. The server information processing unit 10 of the information processing server 2 has one function (the second function in the example of FIG. 16(C)), and the terminal information processing unit 12 of the terminal 3 has the other function (the first function in the example of FIG. 16(C)). The above configuration may also be used. In this configuration, the server information processing unit 10 and the terminal information processing unit 12 cooperate to function as an information processing unit. When the information processing unit is constituted by the server information processing unit 10 and the terminal information processing unit 12, the functions provided in each processing unit are not limited. Also, a configuration in which one function is realized by cooperation between the server information processing unit 10 and the terminal information processing unit 12 may be used.

[0116] In the above embodiment, the information processing server 2 is not limited to a server device (or a collection of multiple server devices) connected to the network N. As an example, it may be a server device connected to a LAN. In the above embodiment, a part or all of the processing described as being performed by the browser may be executed by a program (application) other than the browser.

[0117] In the above embodiment, the analytical model 43 that analyzes the recorded text data outputs both the information that is the basis of the question basic information (e.g., question type) and the information that is the basis of the answer basic information (e.g., answer unit sentence). In this regard, a configuration may be provided in which an analytical model that outputs the information that is the basis of the question basic information and an analytical model that outputs the information that is the basis of the answer basic information are provided. The above also applies to other models (including models that input guidance text). Furthermore, the learning method for the various models is not limited to supervised learning, and various machine learning methods can be used. [Explanation of symbols]

[0118] 1 Q&A related systems (information processing systems) 2. Information processing server (information processing system) 3 Terminal (information processing system) 10 Server information processing unit (information processing unit) 12 Terminal information processing section (information processing section) 19 Response process name input field (name input field) 21 Voice Guidance Rules Setting Screen (Guidance-related User Interface) 22 Rule setting screen (user interface for setting) 24 Voice content input field (Guidance content input field) 35 SMS sending rule setting screen (Guidance related user interface) 37 Message input field (information input field)

Claims

1. A function for providing a user interface for configuring settings related to automatic telephone answering; an information processing unit having a function of generating question basic information corresponding to a question in the Q&A and answer basic information corresponding to an answer to the Q&A based on settings made using the user interface, The response process performed by the telephone automatic response system includes a process of outputting a voice message or sending a message, The information processing unit includes: a function of providing a guidance-related user interface including a guidance content input field for inputting the content of the guidance text or the message as a setting user interface for setting the response processing performed by the telephone automatic response; a function of estimating the question and the answer based on information input in the guidance content input field, generating the question basic information based on the estimated question, and generating the answer basic information based on the estimated answer, the guidance-related user interface is configured to be able to set the type of the response process; The information processing unit includes: The type of response processing is further utilized to estimate a question and an answer. An information processing system comprising:

2. A function for providing a user interface for configuring settings related to automatic telephone answering; an information processing unit having a function of generating question basic information corresponding to a question in the Q&A and answer basic information corresponding to an answer to the Q&A based on settings made using the user interface, The response process performed by the telephone automatic response system includes a process of outputting a voice message or sending a message, The information processing unit includes: a function of providing a guidance-related user interface including a guidance content input field for inputting the content of the guidance text or the message as a setting user interface for setting the response processing performed by the telephone automatic response; a function of estimating the question and the answer based on information input in the guidance content input field, generating the question basic information based on the estimated question, and generating the answer basic information based on the estimated answer, In the telephone automatic response, options are presented in the response process, and the response process is further performed in response to a selection of the option, so that the response process is performed in stages according to a hierarchical structure; The information processing unit includes: The system has a function of estimating the question and the answer based on information input in the guidance content input field of the guidance-related user interface related to the first response process, a route leading to the first response process in the hierarchical structure, and settings made using the setting user interface for the response process in the route. An information processing system comprising:

3. the guidance-related user interface is configured to be able to set a name of the response process or a type of the response process; The information processing unit includes: and a function of estimating a question and an answer by further using at least one of the name of the response process, the type of the response process, and an attribute of a user who uses the guidance-related user interface.

3. The information processing system according to claim 2.

4. A function of providing a user interface for configuring settings related to automatic telephone answering; an information processing unit having a function of generating question basic information corresponding to a question in the Q&A and answer basic information corresponding to an answer to the Q&A based on settings made using the user interface, The response process performed by the telephone automatic response system includes a process of outputting a voice message or sending a message, The information processing unit includes: a function of providing a guidance-related user interface including a guidance content input field for inputting the content of the guidance text or the message as a setting user interface for setting the response processing performed by the telephone automatic response; a function of estimating the question and the answer based on information input in the guidance content input field, generating the question basic information based on the estimated question, and generating the answer basic information based on the estimated answer, The information processing unit has a function of generating a prompt requesting estimation of the question and the answer from the information inputted in the guidance content input field, transmitting the prompt to a generation AI model server, and estimating the question and the answer based on a response from the generation AI model server. An information processing system comprising:

5. A function for providing a user interface for configuring settings related to automatic telephone answering; an information processing unit having a function of generating question basic information corresponding to a question in the Q&A and answer basic information corresponding to an answer to the Q&A based on settings made using the user interface, The response process performed by the automated telephone response system includes a process of recording the caller's speech or a conversation between the caller and a responder or an AI operator, and generating recorded data, The information processing unit includes: a function of analyzing the recorded data while reflecting settings made using the user interface, estimating the question and the answer, generating the question basic information based on the estimated question, and generating the answer basic information based on the estimated answer, In the telephone automatic response, options are presented in the response process, and the response process is further performed in response to a selection of the option, so that the response process is performed in stages according to a hierarchical structure; The information processing unit includes: a function of providing a setting user interface for setting the response processing performed by the telephone automatic response; a function of analyzing the recorded data generated in the first response process, reflecting a path leading to the first response process in the hierarchical structure and settings made using the setting user interface for the response processes in the path, inferring the question and the answer, generating the question basic information based on the inferred question, and generating the answer basic information based on the inferred answer; An information processing system comprising:

6. the setting user interface is configured to be able to set a name of the response process or a type of the response process; The information processing unit includes: The system has a function of analyzing the recorded data by further reflecting at least one of the name of the first response process, the type of the first response process, the attributes of a user who uses the setting user interface, a response record recorded by the responder after a conversation between the caller and the responder, and a process by which the caller made a call.

6. The information processing system according to claim 5.

7. A function of providing a user interface for configuring settings related to automatic telephone answering; an information processing unit having a function of generating question basic information corresponding to a question in the Q&A and answer basic information corresponding to an answer to the Q&A based on settings made using the user interface, The response process performed by the automated telephone response system includes a process of recording the caller's speech or a conversation between the caller and a responder or an AI operator, and generating recorded data, The information processing unit includes: a function of analyzing the recorded data while reflecting settings made using the user interface, estimating the question and the answer, generating the question basic information based on the estimated question, and generating the answer basic information based on the estimated answer, The information processing unit includes: A function of providing a setting user interface capable of setting the type of the response processing; and analyzing the recorded data by reflecting the type of response processing set using the setting user interface. An information processing system comprising:

8. the setting user interface is configured to be able to set a name of the response process; The information processing unit includes: The system has a function of analyzing the recorded data by further reflecting at least one of the name of the response process, the attributes of a user who uses the setting user interface, a response record recorded by the responder after a conversation between the caller and the responder, and a process by which the caller made a call.

8. The information processing system according to claim 7.

9. A function for providing a user interface for configuring settings related to automatic telephone answering; an information processing unit having a function of generating question basic information corresponding to a question in the Q&A and answer basic information corresponding to an answer to the Q&A based on settings made using the user interface, The response process performed by the automated telephone response system includes a process of recording the caller's speech or a conversation between the caller and a responder or an AI operator, and generating recorded data, The information processing unit includes: a function of analyzing the recorded data while reflecting settings made using the user interface, estimating the question and the answer, generating the question basic information based on the estimated question, and generating the answer basic information based on the estimated answer, The information processing unit has a function of generating a prompt requesting estimation of the question and the answer from the information based on a sentence based on the recorded data and a setting made using the user interface, transmitting the prompt to a generation AI model server, and estimating the question and the answer based on a response from the generation AI model server. An information processing system comprising:

10. A function for providing a user interface for configuring settings related to automatic telephone answering; an information processing unit having a function of generating question basic information corresponding to a question in the Q&A and answer basic information corresponding to an answer to the Q&A based on settings made using the user interface, The information processing unit includes: A function of providing a setting user interface capable of setting the type of response processing to be performed by the telephone automatic response; and generating the answer basic information indicating that an action corresponding to the type of the response processing set in the setting user interface should be executed for the question. An information processing system comprising:

11. The type of answering process includes a call forwarding that transfers a call to a respondent; The information processing unit includes: When telephone transfer is set as the type of the response process in the setting user interface, the response basic information indicating that the response should be made by telephone is generated.

11. The information processing system according to claim 10.

12. Types of response processing include voice recording, which records what the caller says; The information processing unit includes: When voice recording is selected as the type of response processing in the setting user interface, the response basic information is generated to indicate that a telephone utterance should be recorded.

11. The information processing system according to claim 10.

13. An information processing method using an information processing system having a function of providing a user interface for configuring settings related to automatic telephone response, and a function of generating question basic information corresponding to a question in a Q&A and answer basic information corresponding to an answer to the Q&A based on the settings configured using the user interface, comprising: The response process performed by the telephone automatic response system includes a process of outputting a voice message or sending a message, a first step in which the information processing system provides a guidance-related user interface including a guidance content input field for inputting the content of the guidance text or the message as a setting user interface for setting the response processing performed by the telephone automatic response; a second step of the information processing system inferring the question and the answer based on the information input in the guidance content input field, generating the question basic information based on the inferred question, and generating the answer basic information based on the inferred answer; the guidance-related user interface is configured to be able to set the type of the response process; In the second step, the information processing system The type of response processing is further utilized to infer questions and answers.

23. An information processing method comprising:

14. An information processing method using an information processing system having a function of providing a user interface for configuring settings related to automatic telephone response, and a function of generating question basic information corresponding to a question in a Q&A and answer basic information corresponding to an answer to the Q&A based on the settings configured using the user interface, comprising: The response process performed by the telephone automatic response system includes a process of outputting a voice message or sending a message, a first step in which the information processing system provides a guidance-related user interface including a guidance content input field for inputting the content of the guidance text or the message as a setting user interface for setting the response processing performed by the telephone automatic response; a second step of the information processing system inferring the question and the answer based on the information input in the guidance content input field, generating the question basic information based on the inferred question, and generating the answer basic information based on the inferred answer; In the telephone automatic response, options are presented in the response process, and the response process is further performed in response to a selection of the option, so that the response process is performed in stages according to a hierarchical structure; In the second step, the information processing system The question and the answer are estimated based on information input in the guidance content input field of the guidance-related user interface related to the first response process, a route leading to the first response process in the hierarchical structure, and settings made using the setting user interface for the response process in the route.

23. An information processing method comprising:

15. An information processing method using an information processing system having a function of providing a user interface for configuring settings related to automatic telephone response, and a function of generating question basic information corresponding to a question in a Q&A and answer basic information corresponding to an answer to the Q&A based on the settings configured using the user interface, comprising: The response process performed by the automated telephone response system includes a process of recording the caller's speech or a conversation between the caller and a responder or an AI operator, and generating recorded data, the information processing system has a function of analyzing the recorded data while reflecting settings made using the user interface, estimating the question and the answer, generating the question basic information based on the estimated question, and generating the answer basic information based on the estimated answer; In the telephone automatic response, options are presented in the response process, and the response process is further performed in response to a selection of the option, so that the response process is performed in stages according to a hierarchical structure; a step of the information processing system providing a setting user interface for setting the response processing performed by the telephone automatic response; a step of analyzing the recorded data generated in the first response process by the information processing system, reflecting a path in the hierarchical structure leading to the first response process and settings made using the setting user interface for the response processes in the path, inferring the question and the answer, generating the question basic information based on the inferred question, and generating the answer basic information based on the inferred answer.

23. An information processing method comprising:

16. An information processing method using an information processing system having a function of providing a user interface for configuring settings related to automatic telephone response, and a function of generating question basic information corresponding to a question in a Q&A and answer basic information corresponding to an answer to the Q&A based on the settings configured using the user interface, comprising: The response process performed by the automated telephone response system includes a process of recording the caller's speech or a conversation between the caller and a responder or an AI operator, and generating recorded data, the information processing system has a function of analyzing the recorded data while reflecting settings made using the user interface, estimating the question and the answer, generating the question basic information based on the estimated question, and generating the answer basic information based on the estimated answer; a step in which the information processing system provides a setting user interface capable of setting the type of the response processing; and analyzing the recorded data by the information processing system in accordance with the type of the response processing set using the setting user interface.

23. An information processing method comprising:

17. An information processing method using an information processing system having a function of providing a user interface for configuring settings related to automatic telephone response, and a function of generating question basic information corresponding to a question in a Q&A and answer basic information corresponding to an answer to the Q&A based on the settings configured using the user interface, comprising: a step of the information processing system providing a setting user interface capable of setting a type of response processing to be performed by the telephone automatic response; and generating the answer basic information indicating that an action corresponding to the type of the response processing set in the setting user interface should be executed for the question by the information processing system.

23. An information processing method comprising:

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