Response system, terminal device, response method, and program

Abstract

This answering system (100) comprises a first acquisition unit (11), an input reception unit (12), a second acquisition unit (13), a processing unit (14), and a presentation unit (15). The first acquisition unit (11) acquires registered user information and registered product information related to the registered user information. The input reception unit (12) receives, from a question user, an input related to a question. The second acquisition unit (13) acquires question user information related to the question user. The processing unit (14) generates an answer candidate (3) related to the registered product information in response to the input related to the question when registered user information matching the question user information acquired by the second acquisition unit (13) is present. The presentation unit (15) presents the answer candidate (3) generated by the processing unit (14).

Description

[Technical field]

[0001] The present disclosure relates to a reply system, a terminal device, a reply method, and a program for replying to a user's question about a product. [Background technology]

[0002] Patent Document 1 discloses a question and answer system including a UI server that provides an interactive user interface and a learning data generation system. The UI server includes an input unit, a presentation unit, a receiving unit, and a transmitting unit. The input unit inputs a user's inquiry. The presentation unit outputs the inquiry to an answer generation engine. The receiving unit receives from the answer generation engine an answer derived by the answer generation engine in response to the inquiry, the answer including added emotional expression information corresponding to the user's emotion estimated from the content of the user's question. The transmitting unit transmits the received answer to the user. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2019-117517 A Summary of the Invention [Problem to be solved by the invention]

[0004] The present disclosure provides an answer system etc. that can reduce the amount of work that a user must do to obtain an answer about a product that is the subject of a question. [Means for solving the problem]

[0005] An answer system according to one aspect of the present disclosure includes a first acquisition unit, an input reception unit, a second acquisition unit, a processing unit, and a presentation unit. The first acquisition unit acquires registered user information and registered product information related to the registered user information. The input reception unit accepts input related to a question from a questioning user. The second acquisition unit acquires questioning user information related to the questioning user. When there is registered user information that matches the questioning user information acquired by the second acquisition unit, the processing unit generates answer candidates related to the registered product information in response to the input related to the question. The presentation unit presents the answer candidates generated by the processing unit.

[0006] An answer system according to an embodiment of the present disclosure includes a first acquisition unit, a second acquisition unit, a processing unit, and a presentation unit. The first acquisition unit acquires registered user information and registered product information related to the registered user information. The second acquisition unit acquires questioning user information related to the questioning user. When registered user information matching the questioning user information acquired by the second acquisition unit exists, the processing unit generates answer candidates related to the registered product information. The presentation unit presents the answer candidates generated by the processing unit.

[0007] A terminal device according to an aspect of the present disclosure includes a communication unit and a display unit. The communication unit communicates with the answer system. When the communication unit receives the answer candidates presented by the presentation unit of the answer system, the display unit displays the answer candidates.

[0008] An answering method according to one aspect of the present disclosure includes a first acquisition step, an input reception step, a second acquisition step, a processing step, and a presentation step. In the first acquisition step, registered user information and registered product information related to the registered user information are acquired. In the input reception step, input related to a question from a questioning user is accepted. In the second acquisition step, questioning user information related to the questioning user is acquired. In the processing step, if there is registered user information that matches the questioning user information acquired in the second acquisition step, answer candidates related to the registered product information are generated in response to the input related to the question. In the presentation step, the answer candidates generated in the processing step are presented.

[0009] An answering method according to one aspect of the present disclosure includes a first acquisition step, a second acquisition step, a processing step, and a presenting step. In the first acquisition step, registered user information and registered product information related to the registered user information are acquired. In the second acquisition step, questioning user information related to the questioning user is acquired. In the processing step, if there is registered user information that matches the questioning user information acquired in the second acquisition step, answer candidates related to the registered product information are generated. In the presenting step, the answer candidates generated in the processing step are presented.

[0010] A program according to one embodiment of the present disclosure causes one or more processors to execute the reply method. Effect of the Invention

[0011] The reply system according to the present disclosure has the advantage of easily reducing the amount of work that a user must do to receive a reply about a product that is the subject of a question. [Brief description of the drawings]

[0012] [Figure 1] FIG. 1 is a block diagram showing a configuration of a response system according to an embodiment. [Diagram 2]FIG. 2 is a diagram showing an example of a registration screen displayed on a terminal device in the embodiment. [Figure 3A] FIG. 3A is a diagram showing an example of options displayed on a terminal device according to an embodiment. [Figure 3B] FIG. 3B is a diagram showing another example of options displayed on the terminal device in the embodiment. [Figure 3C] FIG. 3C is a diagram showing yet another example of options displayed on the terminal device according to the embodiment. [Figure 4] FIG. 4 is an explanatory diagram of a first presentation example of the response system in the embodiment. [Figure 5A] FIG. 5A is an explanatory diagram of a first presentation example of the response system in the embodiment. [Figure 5B] FIG. 5B is an explanatory diagram of a first presentation example of the response system in the embodiment. [Figure 6A] FIG. 6A is an explanatory diagram of a third presentation example of the response system in the embodiment. [Figure 6B] FIG. 6B is an explanatory diagram of a third presentation example of the response system in the embodiment. [Figure 7] FIG. 7 is an explanatory diagram of a fourth presentation example of the response system in the embodiment. [Figure 8A] FIG. 8A is an explanatory diagram of a fifth presentation example of the response system in the embodiment. [Figure 8B] FIG. 8B is an explanatory diagram of a fifth presentation example of the response system in the embodiment. [Figure 8C] FIG. 8C is an explanatory diagram of a fifth presentation example of the response system in the embodiment. [Figure 9A] FIG. 9A is an explanatory diagram of a sixth presentation example of the response system in the embodiment. [Figure 9B] FIG. 9B is an explanatory diagram of a sixth presentation example of the response system in the embodiment. [Figure 10] FIG. 10 is an explanatory diagram of a seventh presentation example of the response system in the embodiment. [Figure 11A]FIG. 11A is an explanatory diagram of an eighth presentation example of the response system in the embodiment. [Figure 11B] FIG. 11B is an explanatory diagram of an eighth presentation example of the response system in the embodiment. [Figure 12] FIG. 12 is a flowchart showing an example of the operation of the reply system in the embodiment. [Figure 13] FIG. 13 is a diagram showing an example of a screen displayed on a terminal device in the modification of the embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0013] (Findings on which this disclosure is based) First, the inventor's point of view will be explained below.

[0014] For example, when a user wants to know something about a product such as a home appliance, the user may use an automatic response program in an interactive format using AI (Artificial Intelligence) technology, such as a chatbot. For example, when an error occurs in a product owned by the user, the user may use the automatic response program to find out how to solve the error. The automatic response program can be executed on a terminal device owned by the user, such as a smartphone.

[0015] For example, when using an auto-answer program, a user can use one of two methods: a multiple-choice method in which the user selects from answer candidates presented sequentially by the auto-answer program, or a free-input method in which the user freely inputs a question. In the multiple-choice method, the auto-answer program presents answer candidates to the user, and the user repeats a series of steps in which the program presents answer candidates to the user and the user selects from the presented answer candidates. In the free-input method, the user inputs a question that is thought to provide a desired answer, and the auto-answer program presents answer candidates to the input question to the user, and the user selects from the presented answer candidates. In either case, the auto-answer program ultimately presents the user with the answer that it presumes the user desires.

[0016] However, the above-mentioned conventional automatic answering program (answering system) may have the following problems. That is, in the case of a multiple-choice type, the automatic answering program presents a list of products to the user as answer candidates in order to grasp the product that the user has asked about. The user then finds and selects the product that is the subject of the question from the presented list of products. Here, the list of products includes not only the product that is the subject of the question, but also other products. Therefore, the user must take the time to find the product that is the subject of the question from a large number of products. For example, if the product that is the subject of the question is a "drum-type washing machine," the user must first find and select "washing machine" from the product categories presented by the automatic answering program, and then select "drum-type" from the subcategory of "washing machine" presented by the automatic answering program.

[0017] In addition, in the case of free-entry type, if the user inputs a question with some degree of detail, there is no problem, but sometimes the user inputs an ambiguous question. In this case, the automatic answering program may not be able to narrow down the product that is the subject of the question, and may present the user with a large number of answer candidates for the input question. Therefore, the user must take the time to find an answer candidate that corresponds to the product that is the subject of the question from the large number of answer candidates. For example, suppose that a user wants to know how to clean the filter of a drum-type washing machine and inputs the question "cleaning the filter." In this case, the automatic answering program presents the user with not only answer candidates related to cleaning the filter of the drum-type washing machine, but also answer candidates related to cleaning the filters of other home appliances. Therefore, the user must find and select an answer candidate related to cleaning the filter of the drum-type washing machine from the large number of answer candidates.

[0018] As described above, the conventional automatic response program (answer system) has a problem that a user may have to go through a lot of trouble before receiving an answer about a product that is the subject of a question. In view of the above, the inventor has come to create the present disclosure.

[0019] Hereinafter, each embodiment will be described in detail with reference to the drawings as appropriate. However, more detailed explanation than necessary may be omitted. For example, detailed explanation of already well-known matters or duplicate explanation of substantially the same configuration may be omitted. This is to avoid the following explanation becoming unnecessarily redundant and to facilitate understanding by those skilled in the art.

[0020] The inventor provides the accompanying drawings and the following description so that those skilled in the art can fully understand the present disclosure, and does not intend for them to limit the subject matter described in the claims.

[0021] (Embodiment) [1. Configuration] FIG. 1 is a block diagram showing the configuration of a reply system 100 in an embodiment. The reply system 100 is an interactive system that replies (automatically responds) to questions about products by users. A user is a general term for a person who uses a product, and may include a registered user and a questioning user, which will be described later. A product is a general term for equipment that a user uses by purchasing or renting. In the embodiment, a product is a home appliance such as a vacuum cleaner, a washing machine, a refrigerator, an air purifier, a toilet, or an air conditioner (hereinafter referred to as an "air conditioner"). Here, questions about products by users may include questions about products that the user does not own, in addition to questions about products that the user owns.

[0022] In the embodiment, the response system 100 is installed in a server 1. The server 1 is configured to be able to communicate with a terminal device 2 via a network N1 such as the Internet. The terminal device 2 may include, for example, a smartphone, a tablet terminal, or a desktop or laptop personal computer. In the embodiment, the terminal device 2 is described as being a smartphone. Also, in the embodiment, the terminal device 2 is described as being a device owned by a user, but the terminal device 2 may be a public device.

[0023] The terminal device 2 is a device that displays options 4 (described later) presented by a presentation unit 15 (described later). The terminal device 2 includes a communication unit 21 and a display unit 22. The communication unit 21 communicates with the response system 100. The communication unit 21 communicates with the server 1 via a network N1. The communication between the communication unit 21 and the server 1 may be wired communication as well as wireless communication. Furthermore, the standard of communication between the communication unit 21 and the server 1 is not particularly limited.

[0024] When the communication unit 21 receives the answer candidate 3 (option 4) presented by the presentation unit 15 of the answer system 100, the display unit 22 displays the answer candidate 3. The display unit 22 is configured with, for example, a liquid crystal display or an organic EL (Electro-Luminescence) display. In the embodiment, the display unit 22 is a touch panel display and also has a function of accepting input by a user.

[0025] The server 1 (answer system 100) includes a first acquisition unit 11, an input reception unit 12, a second acquisition unit 13, a processing unit 14, a presentation unit 15, and a storage unit 16. In the embodiment, the server 1 needs to include at least the first acquisition unit 11, the input reception unit 12, the second acquisition unit 13, the processing unit 14, and the presentation unit 15, and does not necessarily need to include the storage unit 16.

[0026] The first acquiring unit 11 acquires registered user information and registered product information related to the registered user information. The first acquiring unit 11 is an entity that executes a first acquiring step ST1 in the reply method.

[0027] A registered user is a user who is registered in the response system 100 by a user performing a registration operation and who can be recognized by the response system 100. The registered user information includes an identifier for individually identifying the registered user. Note that registration may include not only a permanent registration performed by a user performing the registration operation himself / herself, but also a temporary registration (provisional registration) performed automatically by the response system 100 without depending on the user's will.

[0028] A registered product is one or more products owned by a user that is registered in the response system 100 by the user performing a registration operation, and that the response system 100 can recognize as being associated with the registered user. The registered product information includes an identifier for individually identifying the registered product.

[0029] In the embodiment, a user (registered user) performs registration work, for example, by using the terminal device 2 to access a registration website or by executing a registration application using the terminal device 2. FIG. 2 is a diagram showing an example of a product registration screen P1 displayed on the terminal device 2 in the embodiment. In the registration work, the user inputs items required for product registration on the registration screen P1 as shown in FIG. 2, for example. In the example shown in FIG. 2, the registration screen P1 displays "product number," "serial number," "date of purchase," and "category of store where purchased" as items required for product registration.

[0030] The user also inputs items required for user registration on a registration screen other than the above registration screen P1. Items required for user registration may include, for example, "user's name," "user's date of birth," and "user's gender." Items required for user registration may also include, for example, "user's account name" and "login password" used in the login process described below.

[0031] A signal including the information input by the user using the terminal device 2 is transmitted to the response system 100 via the network N1. The first acquisition unit 11 acquires the registered user information and the registered product information by receiving the signal transmitted from the terminal device 2. The registered user information and the registered product information acquired by the first acquisition unit 11 are stored in the storage unit 16.

[0032] Furthermore, in the embodiment, the first acquisition unit 11 can also acquire registered product information directly from the registered product by communicating with the registered product. Specifically, when the registered product is an IoT (Internet of Things) device and has a function of communicating with the answer system 100 via the network N1, the registered product transmits a signal including status information indicating its own status to the answer system 100 periodically or when a change in status occurs. The first acquisition unit 11 acquires the status information as registered product information by receiving the signal transmitted from the registered product. The status information may include, for example, the operating parameters of the registered product, or the presence or absence of an error in the registered product.

[0033] The input receiving unit 12 receives input related to a question from a questioning user. The input receiving unit 12 is an entity that executes the input receiving step ST5 in the answering method. The questioning user is a user who asks a question to the answering system 100, and may be the same user as the registered user or may be a user different from the registered user. In the embodiment, the questioning user asks a question to the answering system 100 by starting to use the answering system 100, for example, by accessing a website for questions using the terminal device 2, or by executing an application for questions using the terminal device 2.

[0034] In the embodiment, a user (questioning user) inputs a question by, for example, using a terminal device 2 to select one option 4 from one or more options 4 (described later) displayed on the terminal device 2. The user also inputs a question by, for example, inputting a character string such as a keyword using the terminal device 2. In other words, when using the answering system 100, the questioning user can use either a multiple choice or free input method.

[0035] A signal including the information input by the user using the terminal device 2 is transmitted to the reply system 100 via the network N1. The input receiving unit 12 receives the signal transmitted from the terminal device 2, thereby receiving an input related to a question about a product.

[0036] The second acquiring unit 13 acquires questioning user information related to the questioning user. The second acquiring unit 13 is an entity that executes a second acquiring step ST2 in the answering method. The questioning user information includes an identifier for individually identifying the questioning user.

[0037] In the embodiment, the questioning user performs a login operation when asking a question to the reply system 100 using the terminal device 2 as described above. In the login operation, the questioning user uses, for example, the terminal device 2 to input the "user account name" and "login password" registered in the above-mentioned registration operation.

[0038] A signal including the information input by the user using the terminal device 2 is transmitted to the reply system 100 via the network N1. The second acquisition unit 13 receives the signal transmitted from the terminal device 2 to acquire the questioning user information.

[0039] When there is registered user information that matches the questioning user information acquired by the second acquisition unit 13 (second acquisition step ST2), the processing unit 14 generates answer candidates 3 related to registered product information in response to the input related to the question. The processing unit 14 is the entity that executes processing step ST3 in the answering method. Here, the answer candidates 3 may include information presented to the questioning user in the process leading up to deriving this answer, in addition to the answer that the answering system 100 presumes to be desired by the questioning user. In other words, the answer candidates 3 may include not only the final answer to the question about the product, but also information to be inquired of the questioning user in order to derive the final answer. Note that the information of the registered product itself (for example, an oven range, a robot vacuum cleaner, or an air conditioner, etc.) may also be included in the answer candidates 3. There may be one or more answer candidates 3.

[0040] In the embodiment, processing unit 14 searches whether or not registered user information (registered user identifier) ​​matching the questioning user information (questioning user identifier) ​​acquired by second acquisition unit 13 exists in storage unit 16, which stores registered user information and registered product information for each registered user. Then, when registered user information matching the questioning user information exists, processing unit 14 references the registered product information linked to the registered user information, thereby generating answer candidate 3 for the registered product indicated by the registered product information.

[0041] The presentation unit 15 presents the answer candidates 3 generated by the processing unit 14 (processing step ST3). The presentation unit 15 is the entity that executes presentation step ST4 in the answering method. The number of options 4 is the same as the number of answer candidates 3. Therefore, the number of options 4 may be one or more.

[0042] In the embodiment, the presentation unit 15 presents option 4 to the questioning user by transmitting a signal including option 4 to the terminal device 2. Specifically, upon receiving the signal, the terminal device 2 displays option 4 included in the signal on the display unit 22. This allows the questioning user to check option 4 presented by the presentation unit 15 by looking at the display unit 22 of the terminal device 2.

[0043] Fig. 3A is a diagram showing an example of option 4 displayed on the terminal device 2 in the embodiment. The example shown in Fig. 3A represents a case where the questioning user has not yet asked a question about a product. For example, when the questioning user starts using the reply system 100 using the terminal device 2 and performs a login operation, option 4 as shown in Fig. 3A is displayed.

[0044] In the example shown in FIG. 3A, option 4 (answer candidate 3) represents a registered product. Here, the registered products corresponding to the questioning user (registered user) are an oven range, a robot vacuum cleaner, and an air conditioner, so images and character strings representing these (here, the name, product number, and purchase date of the registered product) are displayed on display unit 22 as option 4. If the product being asked about is one of these registered products, the questioning user selects one of these options 4.

[0045] In the example shown in Fig. 3A, in consideration of the case where the product that the questioning user is asking about is not a registered product, option 4A "select from product category" is also displayed on display unit 22. When the questioning user selects option 4A, a list of products is displayed as options on display unit 22, similar to conventional automatic response programs. That is, in this case, reply system 100 functions similarly to conventional automatic response programs.

[0046] Fig. 3B is a diagram showing another example of the option 4 displayed on the terminal device 2 in the embodiment. The example shown in Fig. 3B represents a case where the questioning user selects one option 4 from the multiple options 4 shown in Fig. 3A. Specifically, the example shown in Fig. 3B represents a case where the questioning user selects the option 4 corresponding to an air conditioner.

[0047] In the example shown in FIG. 3B, option 4 (answer candidate 3) represents a question about a registered product. In this case, since the registered product selected by the questioning user is an air conditioner, a character string representing a question about the air conditioner is displayed on display unit 22 as option 4. From these options 4, the questioning user selects option 4 that corresponds to a question related to the answer the questioning user desires. Note that, among the options 4 displayed on display unit 22 here, option 4 that has been selected more frequently may be displayed preferentially based on, for example, the selection history of the questioning user himself or herself or all questioning users.

[0048] Fig. 3C is a diagram showing yet another example of option 4 displayed on terminal device 2 in the embodiment. The example shown in Fig. 3C represents a case where the questioning user selects one option 4 from the multiple options 4 shown in Fig. 3B. Specifically, the example shown in Fig. 3C represents a case where the questioning user selects option 4 corresponding to a question about air conditioner installation.

[0049] In the example shown in Fig. 3C, option 4 (answer candidate 3) represents the answer about the registered product that is presumed to be desired by the questioning user. Here, since the questioning user has selected a question about the installation of an air conditioner, a character string representing an answer about the installation of the air conditioner itself and a character string representing an answer about the installation of the air conditioner's outdoor unit are displayed as option 4 on display unit 22. From these options 4, the questioning user selects option 4 that corresponds to the answer that he or she desires.

[0050] In the example shown in FIG. 3C, in consideration of the case where the questioning user does not have a desired answer, an option 4B that allows the questioning user to input "Yes" or "No" to "Was your inquiry resolved?" is also displayed on the display unit 22. If the questioning user selects "Yes" in this option 4B, it is determined that the questioning user has a desired answer, and, for example, option 4 shown in FIG. 3A is displayed again on the display unit 22 so that the questioning user can input another question. On the other hand, if the questioning user selects "No" in this option 4B, it is determined that the questioning user does not have a desired answer. In this case, for example, on a predetermined website that contains FAQ (Frequently Asked Questions) information on products other than the information stored in the storage unit 16 of the answering system 100, an option 4 that displays FAQ information narrowed down by searching for a character string based on the product or question content of the questioning user (such as "regarding air conditioner installation") is displayed on the display unit 22. In addition, for example, an option 4 that displays a guide on how to consult by phone or email based on registered user information, registered product information, or product information of the questioning user is displayed on the display unit 22.

[0051] 3A to 3C, a text box 5 displayed at the bottom of the display unit 22 is used by the questioning user to freely input a character string indicating the question. When a character string (question) is input into the text box 5, the processing unit 14 generates answer candidates 3 corresponding to the input question. Then, the presentation unit 15 causes the answer candidates 3 generated by the processing unit 14 to be displayed as options 4 on the display unit 22 of the terminal device 2. In this case as well, the options 4 (answer candidates 3) for the registered product corresponding to the questioning user (registered user) are preferentially displayed on the display unit 22.

[0052] For example, if the registered product corresponding to the asking user (registered user) is an air conditioner, when the asking user inputs the character string (question) "installation" in the text box 5, the processing unit 14 generates answer candidates 3 for home appliances whose question contents related to the input character string (question) are stored in the storage unit 16. Then, if the generated answer candidates 3 include an answer candidate 3 for the registered product, the answer candidate 3 for the registered product is preferentially displayed on the display unit 22 of the terminal device 2. In this case, the display unit 22 of the terminal device 2 displays option 4 (answer candidate 3) for air conditioner installation first, as in the example shown in FIG. 3C. Also, in this case, the presentation of option 4 (answer candidate 3) as in the example shown in FIG. 3A and FIG. 3B is omitted.

[0053] Although the third and subsequent options 4 (answer candidates 3) are not illustrated here, for example, the third and subsequent options 4 (answer candidates 3) may be arranged to the right of the second option 4 (answer candidate 3). In this case, the questioning user can check the third and subsequent options 4 (answer candidates 3) by scrolling the options 4 (answer candidates 3) from right to left.

[0054] The processing unit 14 may generate only answer candidates 3 for the air conditioner, which is a registered product. In this case, only option 4 (answer candidate 3) for installing the air conditioner is displayed on the display unit 22 of the terminal device 2.

[0055] Furthermore, when a character string (question) is entered in the text box 5 with the product being the subject of the question selected, the processing unit 14 and the presentation unit 15 may perform the processes described above, and option 4 (candidate answer 3) for the product being the subject of the question may be preferentially displayed only on the display unit 22. For example, if the product being the subject of the question is an air conditioner, option 4 (candidate answer 3) for the air conditioner is preferentially displayed on the display unit 22 of the terminal device 2, regardless of the registered product information of the asking user.

[0056] In addition, although the case where a character string (question) is input into the text box 5 has been described as an example here, the same applies to the case where a character string (question) is input by voice input.

[0057] The storage unit 16 is a storage device that stores information (such as computer programs) required for the processing unit 14 to execute various functions. The storage unit 16 is realized by, for example, a semiconductor memory, but is not particularly limited and any known means for storing electronic information can be used. The storage unit 16 stores, for example, registered user information and registered product information for each registered user.

[0058] The data stored in the memory unit 16 are listed below in Tables 1 to 6. In Tables 1 to 6, "ID" is an abbreviation for Identifier. The memory unit 16 stores data linking "user ID," "product category ID," "product individual ID," "purchase date," "registration date and time," and "registration method," as shown in Table 1 below. The data shown in Table 1 is referenced by the processing unit 14, for example, when identifying a registered product corresponding to a registered user. In Table 1, "full registration" indicates that a product has been registered by a user (registered user) performing a registration operation, and "provisional registration" indicates that a product has been temporarily registered by the response system 100 regardless of the user's intention.

[0059] [Table 1]

[0060] The storage unit 16 also stores data linking "product category ID," "product type," and "question category ID" as shown in the following Table 2. The data shown in Table 2 is referred to by the processing unit 14 when generating answer candidates 3 corresponding to registered products, for example.

[0061] [Table 2]

[0062] The storage unit 16 also stores data linking "question category ID," "question content ID," and "question content character string" as shown in the following Table 3. The data shown in Table 3 is referred to by the processing unit 14 when generating answer candidates 3 corresponding to registered products, for example.

[0063] [Table 3]

[0064] The storage unit 16 also stores data linking "answer ID", "answer string", and "product category ID" as shown in the following Table 4. The data shown in Table 4 is referred to by the processing unit 14 when generating answer candidates 3 corresponding to registered products, for example.

[0065] [Table 4]

[0066] The storage unit 16 also stores data linking the "user ID," "product category ID," and "question date and time" as shown in the following Table 5. The data shown in Table 5 is referred to by the processing unit 14, for example, when provisionally registering an unregistered product as a registered product.

[0067] [Table 5]

[0068] The storage unit 16 also stores data linking the "product individual ID", "error ID", and "error occurrence date and time" as shown in the following Table 6. The data shown in Table 6 is referenced by the processing unit 14, for example, when checking whether an error has occurred in a registered product.

[0069] [Table 6]

[0070] [2. Presentation example] Below, the first to eighth presentation examples of option 4 presented by the presentation unit 15 are listed. The first to fifth presentation examples are all examples that can be executed when there are multiple registered products corresponding to the questioning user (registered user). The sixth to eighth presentation examples are all examples that can be executed regardless of the number of registered products corresponding to the questioning user (registered user). Furthermore, unless otherwise specified, the first to eighth presentation examples are all examples that are displayed on the display unit 22 when the questioning user starts using the answering system 100 and performs a login operation.

[0071] First, the first to fifth presentation examples will be described. In the embodiment, the processing unit 14 assigns a priority to the registered product information. Then, the presentation unit 15 presents the answer candidate 3 as the option 4 based on the priority assigned by the processing unit 14. The higher the priority of the option 4 (answer candidate 3), the more it is displayed in a position on the display unit 22 of the terminal device 2 that is more likely to be noticed by the questioning user. In the embodiment, the higher the priority of the option 4, the more it is displayed at an upper position on the display unit 22 of the terminal device 2.

[0072] The presentation unit 15 does not have to present the answer candidates 3 for all registered products to the questioning user as the options 4. For example, the presentation unit 15 may present to the questioning user only the answer candidates 3 for registered products that have a priority level equal to or higher than a predetermined level among a plurality of registered products as the options 4.

[0073] In the first presentation example, the processing unit 14 (at processing step ST3) assigns a priority based on the purchase date of the registered product in the registered product information. For example, the processing unit 14 assigns a priority to each registered product such that a registered product with a more recent purchase date has a higher priority. In this case, the display unit 22 of the terminal device 2 displays a message 6 (see FIG. 3A) that prompts the questioning user to select option 4 or freely input a question, and also displays option 4 (answer candidate 3) for the registered product with the most recent purchase date at the top.

[0074] In the example shown in Fig. 3A, the registered products corresponding to the questioning user (registered user) are an oven range, a robot vacuum cleaner, and an air conditioner, with the oven range being the most recent purchase date and the air conditioner being the oldest purchase date. Therefore, in the example shown in Fig. 3A, option 4 (answer candidate 3) for the oven range, the robot vacuum cleaner, and the air conditioner are displayed in order from the top on the display unit 22 of the terminal device 2.

[0075] Here, for example, when the questioning user starts using the reply system 100, as shown in Fig. 4, option 4 for inquiring the questioning user about whether or not the question is about a product prior to a new purchase may be displayed on the display unit 22 of the terminal device 2. Fig. 4 is an explanatory diagram of a first presentation example of the reply system 100 in the embodiment. In the example shown in Fig. 4, a message 6A is displayed on the display unit 22 of the terminal device 2, prompting the questioning user to select option 4 or freely input a question, and an option 4C called "Frequently Asked Questions" and an option 4D called "Product Comparison Website" are also displayed.

[0076] The former option 4C is likely to be selected when the asker has no intention of purchasing a new product and is asking about a product the asker already owns. In other words, the former option 4C is likely to be selected when the question is not about a new product purchase. On the other hand, the latter option 4D is likely to be selected when the asker has the intention of purchasing a new product. In other words, the latter option 4D is likely to be selected when the question is about a new product purchase.

[0077] Then, the processing unit 14 may assign different priorities to the registered products depending on whether the question user selects option 4C or option 4D.

[0078] Specifically, when the input received by the input receiving unit 12 (input receiving step ST5) is a question about a product prior to a new purchase (i.e., when the questioning user selects option 4D), the processing unit 14 (at processing step ST3) assigns a higher priority to each of the multiple registered products with an older purchase date. This is because it is considered that the older the product, the more likely it is to be replaced. In this case, option 4 (answer candidate 3) for the registered product with the oldest purchase date is displayed at the top on the display unit 22 of the terminal device 2.

[0079] Fig. 5A is an explanatory diagram of a first presentation example of the response system 100 in the embodiment. In the example shown in Fig. 5A, the display unit 22 of the terminal device 2 displays option 4 (answer candidate 3) for an air conditioner, a robot vacuum cleaner, and an oven range in order of oldest purchase date from the top.

[0080] Furthermore, in the case where the input received by the input receiving unit 12 (input receiving step ST5) is not a question about a product prior to a new purchase (i.e., the questioner selects option 4C), the processing unit 14 (at processing step ST3) assigns a higher priority to each of the multiple registered products with a more recent purchase date. This is because it is considered that the newer the product, the more likely it is that the questioner will not yet understand how to use the product, etc. In this case, option 4 (answer candidate 3) for the registered product with the most recent purchase date is displayed at the top on the display unit 22 of the terminal device 2.

[0081] Fig. 5B is an explanatory diagram of a first presentation example of the answer system 100 in the embodiment. In the example shown in Fig. 5B, the display unit 22 of the terminal device 2 displays option 4 (answer candidate 3) for an oven range, a robot vacuum cleaner, and an air conditioner in order of most recent purchase date from the top.

[0082] In the second presentation example, the processing unit 14 (at processing step ST3) assigns a priority based on the registration date of the registered product in the registered product information. For example, the processing unit 14 assigns a priority to each registered product such that a registered product with a more recent registration date has a higher priority. In this case, the display unit 22 of the terminal device 2 displays option 4 (answer candidate 3) for a registered product with a more recent registration date at the top.

[0083] In the third presentation example, the first acquisition unit 11 (in the first acquisition step ST1) further acquires error information related to the registered product in the registered product information. Then, the processing unit 14 (in the processing step ST3) increases the priority of the registered product information corresponding to the error information. For example, when the first acquisition unit 11 acquires, through communication with the registered product, status information (error information) indicating that an error has occurred in the registered product, the processing unit 14 increases the priority of the registered product. In this case, the display unit 22 of the terminal device 2 displays option 4 (answer candidate 3) for the registered product in which an error has occurred at the top.

[0084] Fig. 6A is an explanatory diagram of a third presentation example of the response system 100 in the embodiment. In the example shown in Fig. 6A, a message 6B is displayed on the display unit 22 of the terminal device 2 to notify the questioning user that an error has occurred in the registered product, and option 4 (answer candidate 3) for the washing machine (registered product) in which the error has occurred is also displayed. Note that in the example shown in Fig. 6A, option 4 (answer candidate 3) for other registered products is omitted from the illustration, but option 4 for other registered products is displayed to be located below option 4 for the drum washing machine in which the error has occurred.

[0085] Here, in the example shown in Fig. 6A, in addition to option 4 for the drum-type washing machine in which an error has occurred, display unit 22 of terminal device 2 further displays icon 7 (error information) "Error Occurs" indicating that an error has occurred in the drum-type washing machine. That is, processing unit 14 (at processing step ST3) generates error information indicating that an error has occurred in the registered product when an error has occurred in the registered product. Then, presentation unit 15 (at presentation step ST4) further presents the error information generated by processing unit 14 (processing step ST3) as option 4. Note that, although an example of icon 7 (error information) displaying only the information "Error Occurs" has been described here, other information such as an error ID or an outline of the error may also be displayed.

[0086] Then, when the input receiving unit 12 (input receiving step ST5) receives an input selecting the error information, the processing unit 14 (in processing step ST3) generates an error answer 30 for resolving the error. Specifically, the processing unit 14 executes a process of searching for the error answer 30 based on a query that combines the name of the registered product included in the error information and the error ID, etc., included in the error information. Then, the presentation unit 15 (in presentation step ST4) presents the error answer 30 generated by the processing unit 14 (processing step ST3). Note that the icon 7 (error information) may be deleted, for example, after a predetermined period of time has elapsed without any operation by the questioning user, or may be deleted by an operation by the questioning user.

[0087] 6B is an explanatory diagram of a third presentation example of the answer system 100 in the embodiment. In the example shown in FIG. 6B, the display unit 22 of the terminal device 2 displays the query 8 used in the search for generating the error answer 30, as well as the error answer 30 that may resolve the error occurring in the drum type washing machine (registered product). By selecting the error answer 30, the asking user can learn a method for resolving the error in the drum type washing machine. Note that the query 8 does not have to be displayed on the display unit 22.

[0088] In the fourth presentation example, the processing unit 14 (at processing step ST3) assigns a priority based on the usage history of the registered product in the registered product information. The usage history is, for example, the number of times each registered product has been used in a predetermined period (for example, the most recent one week). The usage history can be acquired as registered product information by the first acquisition unit 11 communicating with each registered product. For example, the processing unit 14 assigns a priority to each registered product so that a registered product that has been used many times in a predetermined period has a higher priority. In this case, the display unit 22 of the terminal device 2 displays option 4 (answer candidate 3) for the registered product that has been used many times in a predetermined period at the top.

[0089] Fig. 7 is an explanatory diagram of a fourth presentation example of the response system 100 in the embodiment. The example shown in Fig. 7 shows a graph of the number of times each of a plurality of registered products (here, three registered products, "Product 1", "Product 2", and "Product 3") was used in a given period. In the example shown in Fig. 7, "Product 2" was used the most in the given period, and "Product 3" was used the least in the given period. Therefore, in the example shown in Fig. 7, the display unit 22 of the terminal device 2 displays options 4 (answer candidates 3) for "Product 2", "Product 1", and "Product 3" in order from the top.

[0090] In the fifth presentation example, the processing unit 14 (at processing step ST3) assigns a priority based on the frequency of questions about each of the multiple registered products. The frequency of questions here may be the frequency of questions asked by one specific questioning user, or the frequency of questions asked by multiple questioning users. For example, the processing unit 14 assigns a priority to each registered product so that a registered product that is frequently asked about has a higher priority. In this case, the display unit 22 of the terminal device 2 displays the option 4 (answer candidate 3) for the registered product that is frequently asked about at the top.

[0091] The question in the fifth presentation example may include, for example, an input from a questioning user (registered user) received by the input receiving unit 12, as well as a question that the questioning user (registered user) has made to a customer support center, or access information on a specific website that contains FAQ information on the product. In other words, the question may include not only a question acquired by the answering system 100, but also a question acquired by a system other than the answering system 100, or access information on a website.

[0092] 8A to 8C are explanatory diagrams of a fifth presentation example of the response system 100 in the embodiment. The example shown in FIG. 8A shows a graph showing the correlation between the number of days elapsed since the registration date of any registered product and the number of questions about the registered product. The example shown in FIG. 8B shows a graph showing the correlation between the number of days elapsed since the purchase date of any registered product and the number of questions about the registered product. FIG. 8C shows a graph showing the correlation between the season and the number of questions about any registered product. In all of the examples shown in FIG. 8A to 8C, the processing unit 14 increases the priority of any registered product during a period when the number of questions about the registered product is high.

[0093] Here, the processing unit 14 may assign a priority to each registered product by combining the third presentation example to the fifth presentation example. In this case, the processing unit 14 calculates a score for each presentation example, and further adds a weight (importance) for each presentation example to assign a priority to each registered product.

[0094] An example of an algorithm for assigning priorities will be specifically described below. Note that the algorithm described below is merely an example, and it goes without saying that priorities may be assigned according to other algorithms. Here, the processing unit 14 calculates a provisional score for each of the first to fifth indices for any registered product, and determines the score of the registered product as the sum of values ​​obtained by multiplying the calculated provisional scores by weighting coefficients determined for each index. After calculating the score for each of the multiple registered products, the processing unit 14 assigns priorities to each registered product such that a registered product with a higher calculated score has a higher priority.

[0095] The first index is an index for errors that have occurred in a registered product, and corresponds to the third presentation example. The provisional score S1(X) of the first index is expressed by the following formula (1). In formula (1), N1(X) represents the number of times an error has occurred in a given period (e.g., the last three days) for any registered product "X" among n (n is a natural number) registered products.

[0096]

number

[0097] The second index is an index regarding the number of times the registered product is used, and corresponds to the fourth presentation example. The provisional score S2(X) of the second index is expressed by the following formula (2). In formula (2), N2(X) represents the number of times an arbitrary registered product "X" among n registered products has been used within a predetermined period (e.g., the most recent week).

[0098]

number

[0099] The third index is an index for the registration date and the number of questions of a registered product, and corresponds to the fifth example. The provisional score S3(X) of the third index is expressed by the following formula (3). In formula (3), N3(X) represents the number of questions corresponding to the number of days elapsed from the registration date to the calculation of the third index for any registered product "X" among n registered products, normalized by the number of registrations of the registered product.

[0100]

number

[0101] The fourth index is an index regarding the purchase date and the number of questions of a registered product, and corresponds to the fifth presentation example. The provisional score S4(X) of the fourth index is expressed by the following formula (4). In formula (4), N4(X) represents the number of questions corresponding to the number of days elapsed from the purchase date to the calculation of the fourth index for any registered product "X" among the n registered products, normalized by the number of registrations of the registered product.

[0102]

number

[0103] The fifth index is an index for the season and the number of questions of the registered product, and corresponds to the fifth presentation example. The provisional score S5(X) of the fifth index is expressed by the following formula (5). In formula (5), N5(X) represents the number of questions corresponding to the calculation of the fifth index for any registered product "X" among n registered products, normalized by the number of registrations of the registered product.

[0104]

number

[0105] The weighting coefficients of the first to fifth indices can be appropriately set based on the importance of each index. For example, the weighting coefficient of the first index can be set to the largest value, the weighting coefficients of the fourth and fifth indices can be set to the next largest equivalent value, and the weighting coefficients of the second and third indices can be set to the smallest equivalent value. This is because the first index is considered to be important in terms of urgency, the third index is considered to be ambiguous as a reason for a user to ask a question compared to the fourth index, and the second index is considered to be weak as a reason for a user to ask a question. It goes without saying that the determination of the weighting coefficients of each index above is merely an example.

[0106] In the sixth presentation example, the first acquisition unit 11 (in the first acquisition step ST1) further acquires a history of questions by registered users about unregistered products that are not registered. The history of questions may include, for example, input from the questioning user (registered user) accepted by the input acceptance unit 12, as well as questions asked by the questioning user (registered user) to the customer support center. In other words, the history of questions may include not only history automatically collected by the answering system 100, but also history collected by a system other than the answering system 100.

[0107] Next, the processing unit 14 (at processing step ST3) provisionally registers the unregistered product as a registered product based on the history acquired by the first acquisition unit 11 (at first acquisition step ST1). For example, when the number of questions about any unregistered product exceeds a predetermined number, the processing unit 14 provisionally registers the unregistered product as a registered product. Therefore, the processing unit 14 generates answer candidates 3 for the provisionally registered unregistered product. Then, the presentation unit 15 (at presentation step ST4) further presents the answer candidates 3 for the unregistered product generated by the processing unit 14 (at processing step ST3) as options 4.

[0108] Fig. 9A is an explanatory diagram of a sixth presentation example of the response system 100 in the embodiment. In the example shown in Fig. 9A, the registered products corresponding to the questioning user (registered user) are an oven range and a robot vacuum cleaner. On the other hand, the air conditioner is an unregistered product, but the number of questions about the air conditioner by registered users exceeds a predetermined number, so the air conditioner is provisionally registered. In this case, the display unit 22 of the terminal device 2 displays option 4 (answer candidate 3) for the officially registered oven range and robot vacuum cleaner and option 4 (answer candidate 3) for the provisionally registered air conditioner, side by side, from the top.

[0109] Here, the processing unit 14 (at processing step ST3) may generate guidance information for guiding the questioning user to a process for registering an unregistered product. Then, the presentation unit 15 (at presentation step ST4) may further present the guidance information generated by the processing unit 14 (at processing step ST3) as option 4. Fig. 9B is an explanatory diagram of a sixth presentation example of the reply system 100 in the embodiment. In the example shown in Fig. 9B, the display unit 22 of the terminal device 2 further displays an icon 7A (guidance information) for officially registering the air conditioner in addition to option 4 for the provisionally registered air conditioner.

[0110] Then, when the input receiving unit 12 (input receiving step ST5) receives an input for selecting the guidance information, the processing unit 14 (at processing step ST3) instructs the presentation unit 15 to present the questioning user with a registration screen P1, for example, as shown in FIG. 2. Then, the registration screen P1 for officially registering the air conditioner is displayed on the display unit 22 of the terminal device 2. This allows the questioning user to carry out the work of officially registering the provisionally registered air conditioner. Note that the questioning user is free to decide whether or not to carry out the official registration. In addition, the guidance information displayed as option 4 may be deleted, for example, when the official registration of the provisionally registered product is completed, or deleted without any operation by the questioning user after a predetermined period of time has elapsed, or deleted by an operation by the questioning user.

[0111] Furthermore, even if there is no registered product corresponding to the asking user, the processing unit 14 (at processing step ST3) may generate guidance information for guiding the asking user to a process for registering an unregistered product. Then, the presentation unit 15 (at presentation step ST4) presents the guidance information generated by the processing unit 14 (at processing step ST3) as option 4. Then, when the input reception unit 12 (input reception step ST5) receives an input for selecting the guidance information, the processing unit 14 (at processing step ST3) instructs the presentation unit 15 to present a registration screen P1 as shown in FIG. 2 to the asking user. Then, the registration screen P1 for registering a product owned by the asking user is displayed on the display unit 22 of the terminal device 2.

[0112] It is up to the asker user whether or not to register the product. The guidance information displayed as option 4 may be deleted, for example, when the product registration is completed, or deleted after a predetermined period of time without any operation by the asker user, or deleted by an operation by the asker user.

[0113] In the seventh presentation example, the presentation unit 15 (at processing step ST3) does not present answer candidate 3 for the registered product if there is no answer for the registered product information. For example, if the registered product is a new product that has only recently been released, there may be no answer to the question because no information about the new product has been accumulated. In such a case, the presentation unit 15 displays, for example, option 4 for the registered product on the display unit 22 of the terminal device 2 in a manner that the questioning user cannot select, or does not display option 4 on the display unit 22.

[0114] Fig. 10 is an explanatory diagram of a seventh presentation example of the reply system 100 in the embodiment. In the example shown in Fig. 10, the registered products corresponding to the questioning user (registered user) are an oven range, a robot vacuum cleaner, and an air conditioner, but there are no answers to the question about the robot vacuum cleaner and the air conditioner. Therefore, in the example shown in Fig. 10, option 4 about the robot vacuum cleaner and the air conditioner is grayed out and cannot be selected.

[0115] In the eighth presentation example, the processing unit 14 (at processing step ST3) generates reason information indicating the reason for generating answer candidate 3. For example, when the processing unit 14 generates answer candidate 3 by assigning a priority to each of a plurality of registered products, the processing unit 14 generates reason information indicating the reason for assigning the priority. Then, the presentation unit 15 further presents the reason information (at presentation step ST4).

[0116] 11A and 11B are explanatory diagrams of an eighth presentation example of the response system 100 in the embodiment. FIG. 11A shows a case where the processing unit 14 assigns a priority to each registered product based on the current season (winter in this case). In the example shown in FIG. 11A, the display unit 22 of the terminal device 2 displays option 4 (answer candidate 3) about the oven range, which is frequently asked about in winter (i.e., frequently asked), at the top. In the example shown in FIG. 11A, a message 6C recommending a new way of using the oven range is further indirectly displayed as reason information.

[0117] Fig. 11B shows a case where the processing unit 14 assigns a priority to each registered product based on the number of days that have passed since the purchase date. In the example shown in Fig. 11B, the display unit 22 of the terminal device 2 displays option 4 (answer candidate 3) about the microwave oven, which has the shortest number of days that have passed since the purchase date until the present time, at the top. In the example shown in Fig. 11B, a message 6D that prompts the questioning user to ask a question about the microwave oven that was recently purchased is further indirectly displayed as reason information.

[0118] Although the presentation unit 15 indirectly presents reason information indicating the reason for assigning a priority to each registered product as described above, the presentation unit 15 may directly present the reason information. For example, when the processing unit 14 assigns a priority to each registered product based on the current season (winter in this case), the presentation unit 15 may display, on the display unit 22 of the terminal device 2, a message directly indicating that the presentation is based on the fact that it is winter.

[0119] [3. Operation] The operation of the answer system 100 configured as above will be described below with reference to Fig. 12. Fig. 12 is a flowchart showing an example of the operation of the answer system 100 in the embodiment. Below, an example of the operation in a multiple-choice format will be described in which the answer system 100 presents options 4 (answer candidates 3) to the questioning user, and the questioning user selects one option 4 from the presented options 4. In addition, the following description will be given assuming that the questioning user (registered user) uses the terminal device 2.

[0120] First, when a registered user performs a registration operation using the terminal device 2, the first acquisition unit 11 acquires registered user information and registered product information (S1). Process S1 corresponds to the first acquisition step ST1 in the reply method. The registered user information and registered product information acquired by the first acquisition unit 11 are stored in the memory unit 16. For example, as shown in Table 1, a "user ID" as registered user information and a "product category ID", "product individual ID", "purchase date", "registration date and time", and "registration method" as registered product information are linked and stored in the memory unit 16.

[0121] Next, when the questioning user starts using the answering system 100 using the terminal device 2 and performs a login operation, the second acquisition unit 13 acquires questioning user information (S2). Process S2 corresponds to the second acquisition step ST2 in the answering method. Then, the processing unit 14 compares the questioning user with the registered users by referring to the registered user information stored in the memory unit 16 (S3). Specifically, the processing unit 14 compares the "user ID" stored as the registered user information with the "user ID" as the questioning user information.

[0122] If the questioning user does not match the registered user (S3: No), the answer system 100 functions in the same manner as a conventional automatic response program (answer system). On the other hand, if the questioning user matches the registered user, the processing unit 14 generates answer candidate 3 for the registered product corresponding to the questioning user (registered user) (S4). Processes S3 and S4 correspond to processing step ST3 in the answering method. For example, the processing unit 14 generates answer candidate 3 representing the registered product by referring to the "product category ID" corresponding to the "product individual ID" as shown in Table 1 and the "product type" corresponding to the "product category ID" as shown in Table 2. Note that, as shown in Table 6, if there is an "error ID" corresponding to the "product individual ID", that is, if an error has occurred in the registered product, the processing unit 14 further generates error information.

[0123] Then, the presenting unit 15 presents the answer candidates 3 generated by the processing unit 14 to the questioning user as options 4 (S5). The process S5 corresponds to the presenting step ST4 in the answering method. Specifically, the presenting unit 15 transmits a signal including the options 4 to the terminal device 2, thereby causing the display unit 22 of the terminal device 2 to display the options 4.

[0124] Next, when the questioner performs an operation to select option 4 using terminal device 2, input receiving unit 12 receives an input from the questioner regarding the product (S6). Process S6 corresponds to input receiving step ST5 in the answering method.

[0125] Here, if the input regarding the question is an input for selecting a final answer, that is, if the question is completed (S7: Yes), the operation of the answer system 100 ends. On the other hand, if the input regarding the question is not an input for selecting a final answer, that is, if the question is not completed (S7: No), the above processes S4 to S6 are repeated.

[0126] For example, when the input receiving unit 12 receives an input to select option 4 corresponding to a registered product, the processing unit 14 generates answer candidate 3 representing a question about the registered product in process S4. Specifically, the processing unit 14 generates answer candidate 3 by referring to the "product type" and "question category ID" corresponding to the received registered product as shown in Table 2, and the "question content ID" and "question content character string" corresponding to the "question category ID" as shown in Table 3.

[0127] Also, for example, when the input receiving unit 12 receives an input to select option 4 representing a question about a registered product, the processing unit 14 generates answer candidates 3 that are presumed to be desired by the questioning user about the registered product in process S4. Specifically, the processing unit 14 generates answer candidates 3 by referring to the "answer character string" as shown in Table 4.

[0128] [4. Effects, etc.] The advantages of the response system 100 according to the embodiment will be described below.

[0129] As already mentioned, conventional automatic response programs (answer systems), whether multiple choice or free input, have the problem that users may have to go through a lot of trouble before receiving an answer about the product in question.

[0130] In contrast, in the answering system 100 of the embodiment, when the questioning user is a registered user, answer candidates 3 for registered products corresponding to the registered user are presented to the questioning user as options 4 selectable by the questioning user. That is, in both the multiple-choice and free-entry types, the answering system 100 of the embodiment presents the questioning user with answer candidates 3 for registered products that are likely to be selected as the product that is the subject of the question. Therefore, unlike conventional automatic response programs (answering systems), the questioning user does not need to search for options (answer candidates) for the product that is the subject of the question from a large number of products, regardless of whether they are registered or not.

[0131] As described above, the reply system 100 in the embodiment has an advantage over conventional automatic response programs (reply systems) in that it can easily reduce the amount of work required by a user (questioning user) to obtain an answer about a product that is the subject of a question.

[0132] [5. Modifications] As described above, the embodiments have been described as examples of the technology disclosed in this application. However, the technology in this disclosure is not limited to these, and can be applied to embodiments in which modifications, substitutions, additions, omissions, etc. are appropriately made. In addition, it is also possible to combine the components described in the above embodiments to create new embodiments.

[0133] Therefore, modifications of the embodiment will be exemplified below.

[0134] In the above embodiment, in the third presentation example, when an error occurs in a registered product when the questioning user uses the answer system 100, option 4 (answer candidate 3) for the registered product is given a high priority and presented to the questioning user, but this is not limited to the above. For example, the processing unit 14 of the answer system 100 may generate error information when an error occurs in the registered product even if the user has not started using the answer system 100. Then, the presentation unit 15 may present the error information generated by the processing unit 14 to the user as option 4.

[0135] Fig. 13 is a diagram showing an example of a screen displayed on the terminal device 2 in a modified example of the embodiment. In the example shown in Fig. 13, an option 4E indicating error information is displayed on the display unit 22 of the terminal device 2 by a push notification. When a user viewing the terminal device 2 selects option 4E, the processing unit 14 generates an error answer 30. Then, the presentation unit 15 displays the error answer 30 on the display unit 22 of the terminal device 2, thereby presenting the error answer 30 to the user.

[0136] In the embodiment, the response system 100 does not include the terminal device 2, but the terminal device 2 may be included in the components of the response system 100. In the embodiment, the response system 100 is mounted on the server 1, but is not limited to this. For example, the response system 100 may be mounted on the terminal device 2.

[0137] Also, for example, in the above embodiment, the response system 100 is realized as a single device, but may be realized by multiple devices. When the response system 100 is realized by multiple devices, the components of the response system 100 may be distributed in any manner among the multiple devices. In other words, the present disclosure may be realized by cloud computing or edge computing.

[0138] Also, for example, in the above embodiment, all or part of the components of the response system 100 in the present disclosure may be configured with dedicated hardware, or may be realized by executing a software program suitable for each component. Each component may be realized by a program execution unit such as a CPU (Central Processing Unit) or a processor reading and executing a software program recorded on a recording medium such as a HDD (Hard Disk Drive) or a semiconductor memory.

[0139] Furthermore, the components of the response system 100 in the present disclosure may be configured with one or more electronic circuits. Each of the one or more electronic circuits may be a general-purpose circuit or a dedicated circuit.

[0140] The one or more electronic circuits may include, for example, a semiconductor device, an integrated circuit (IC), or a large scale integration (LSI). The IC or LSI may be integrated into one chip or into multiple chips. Here, the IC or LSI is referred to as an IC or LSI, but the name may vary depending on the degree of integration, and may be called a system LSI, a very large scale integration (VLSI), or an ultra large scale integration (ULSI). Also, a field programmable gate array (FPGA) that is programmed after the LSI is manufactured can be used for the same purpose.

[0141] In addition, the general or specific aspects of the present disclosure may be realized by a system, an apparatus, a method, an integrated circuit, or a computer program. Alternatively, the present disclosure may be realized by a computer-readable non-transitory recording medium such as an optical disk, HDD, or semiconductor memory in which the computer program is stored. For example, the present disclosure may be realized as a program for causing a computer to execute the control method in the above-mentioned embodiment. In addition, the program may be recorded on a computer-readable non-transitory recording medium such as a CD-ROM, or may be distributed via a communication channel such as the Internet.

[0142] As described above, the embodiments have been described as examples of the technology in the present disclosure. For this purpose, the attached drawings and detailed description have been provided.

[0143] Therefore, among the components described in the attached drawings and detailed description, not only are there components essential for solving the problem, but there may also be components that are not essential for solving the problem in order to illustrate the above technology. Therefore, the fact that such non-essential components are described in the attached drawings or detailed description should not be interpreted as immediately indicating that such non-essential components are essential.

[0144] Furthermore, since the above-described embodiments are intended to illustrate the technology in the present disclosure, various modifications, substitutions, additions, omissions, and the like can be made within the scope of the claims or their equivalents.

[0145] (summary) As described above, the reply system 100 in the embodiment includes a first acquisition unit 11, an input reception unit 12, a second acquisition unit 13, a processing unit 14, and a presentation unit 15. The first acquisition unit 11 acquires registered user information and registered product information related to the registered user information. The input reception unit 12 accepts input related to a question from a questioning user. The second acquisition unit 13 acquires questioning user information related to the questioning user. When there is registered user information that matches the questioning user information acquired by the second acquisition unit 13, the processing unit 14 generates answer candidates 3 related to the registered product information in response to the input related to the question. The presentation unit 15 presents the answer candidates 3 generated by the processing unit 14.

[0146] Moreover, the reply system 100 in the embodiment includes a first acquisition unit 11, a second acquisition unit 13, a processing unit 14, and a presentation unit 15. The first acquisition unit 11 acquires registered user information and registered product information related to the registered user information. The second acquisition unit 13 acquires questioning user information related to the questioning user. When there is registered user information that matches the questioning user information acquired by the second acquisition unit 13, the processing unit 14 generates answer candidates 3 related to the registered product information. The presentation unit 15 presents the answer candidates 3 generated by the processing unit 14.

[0147] This has the advantage that the questioning user does not need to search for option 4 (candidate answer 3) for the product in question from a large number of products, regardless of whether they are registered or not, and therefore it is easier to reduce the effort required by the user (questioning user) to find an answer to the product in question.

[0148] Also, for example, the processing unit 14 assigns a priority to the registered product information. The presentation unit 15 presents the answer candidate 3 as the option 4 based on the priority assigned by the processing unit 14.

[0149] This has the advantage that it becomes easier for the user (questioning user) to find answer candidates 3 for registered products that are likely to be the product that is the subject of the question.

[0150] Also, for example, the processing unit 14 assigns a priority based on the purchase date of the registered product in the registered product information.

[0151] This has the advantage that it becomes easier for the user (questioning user) to find answer candidates 3 for registered products that are likely to be the product that is the subject of the question.

[0152] Also, for example, the processing unit 14 assigns a priority based on the registration date of the registered product information.

[0153] This has the advantage that it becomes easier for the user (questioning user) to find answer candidates 3 for registered products that are likely to be the product that is the subject of the question.

[0154] Also, for example, the first acquisition unit 11 further acquires error information related to the registered product in the registered product information. The processing unit 14 increases the priority of the registered product information corresponding to the error information.

[0155] This has the advantage that it makes it easier for the user (questioning user) to find answer candidates 3 for a registered product that is experiencing an error that is considered to be highly urgent, thereby reducing the amount of effort the user needs to spend to resolve the error.

[0156] Also, for example, the processing unit 14 assigns a priority based on the usage history of the registered product in the registered product information.

[0157] This has the advantage that it becomes easier for the user (questioning user) to find answer candidates 3 for registered products that are likely to be the product that is the subject of the question.

[0158] For example, the first acquisition unit 11 further acquires a history of questions by registered users about unregistered products that have not been registered. The processing unit 14 provisionally registers the unregistered product as a registered product based on the history acquired by the first acquisition unit 11.

[0159] This has the advantage that even when the product in question is an unregistered product, the effort required by the user to obtain an answer regarding the product in question can be reduced.

[0160] Also, for example, the processing unit 14 generates guidance information for guiding the questioning user to a process for registering the unregistered product. The presentation unit 15 further presents the guidance information generated by the processing unit 14 as an option 4.

[0161] This has the advantage of making it easier to increase the likelihood that a user (questioning user) will register an unregistered product.

[0162] Also, for example, when there is no answer related to the registered product information, the presenting unit 15 does not present answer candidate 3 for the registered product information.

[0163] This has the advantage of making it easier to prevent a user (asking user) from taking unnecessary trouble to find an answer when no answer exists to a question.

[0164] Also, for example, the processing unit 14 generates reason information indicating the reason for generating the answer candidate 3. The presentation unit 15 further presents the reason information.

[0165] This has the advantage that the user (question user) is more likely to be convinced of the presented option 4 (answer candidate 3).

[0166] Moreover, the terminal device 2 in the embodiment includes a communication unit 21 and a display unit 22. The communication unit 21 communicates with the response system 100. When the communication unit 21 receives an answer candidate 3 presented by the presentation unit 15 of the response system 100, the display unit 22 displays the answer candidate 3.

[0167] This has the advantage that the questioning user does not need to search for option 4 (candidate answer 3) for the product in question from a large number of products, regardless of whether they are registered or not, and therefore it is easier to reduce the effort required by the user (questioning user) to find an answer to the product in question.

[0168] Moreover, the answering method in the embodiment includes a first acquisition step ST1, an input reception step ST5, a second acquisition step ST2, a processing step ST3, and a presentation step ST4. In the first acquisition step ST1, registered user information and registered product information related to the registered user information are acquired. In the input reception step ST5, an input related to the question from the questioning user is accepted. In the second acquisition step ST2, questioning user information related to the questioning user is acquired. In the processing step ST3, if there is registered user information that matches the questioning user information acquired in the second acquisition step ST2, answer candidates 3 related to the registered product information are generated in response to the input related to the question. In the presentation step ST4, the answer candidates 3 generated in the processing step ST3 are presented.

[0169] Moreover, the answering method in the embodiment includes a first acquisition step ST1, a second acquisition step ST2, a processing step ST3, and a presentation step ST4. In the first acquisition step ST1, registered user information and registered product information related to the registered user information are acquired. In the second acquisition step ST2, questioning user information related to the questioning user is acquired. In the processing step ST3, if there is registered user information that matches the questioning user information acquired in the second acquisition step ST2, answer candidates 3 related to the registered product information are generated. In the presentation step ST4, the answer candidates 3 generated in the processing step ST3 are presented.

[0170] This has the advantage that the questioning user does not need to search for option 4 (candidate answer 3) for the product in question from a large number of products, regardless of whether they are registered or not, and therefore it is easier to reduce the effort required by the user (questioning user) to find an answer to the product in question.

[0171] Moreover, the program in the embodiment causes one or more processors to execute the above reply method.

[0172] This has the advantage that the questioning user does not need to search for option 4 (candidate answer 3) for the product in question from a large number of products, regardless of whether they are registered or not, and therefore it is easier to reduce the effort required by the user (questioning user) to find an answer to the product in question. [Industrial Applicability]

[0173] The present disclosure is applicable to interactive response systems for product inquiries and the like. [Explanation of symbols]

[0174] 100 Answers System 11 First acquisition part 12 Input reception section 13 Second acquisition part 14 Processing section 15 Presentation section 2 Terminal Equipment 21 Communications Department 22 Display section 3 Answer candidates 30 Answers for errors 4,4A~4E Options ST1 First acquisition step ST2 Second acquisition step ST3 Processing Step ST4 Presentation step ST5 Input acceptance step

Claims

1. a first acquisition unit that acquires registered user information and registered product information related to the registered user information; an input receiving unit that receives an input regarding a question from a questioning user; a second acquisition unit that acquires questioning user information related to the questioning user; a processing unit that generates answer candidates including information to be presented to the questioning user in a process of deriving a final answer to the questioning user regarding the registered product information in response to an input regarding the question, when the registered user information coincides with the questioning user information acquired by the second acquisition unit; and a presentation unit that presents the answer candidates generated by the processing unit, the processing unit assigns a priority to the registered product information based on a product purchase intention of the questioning user determined from an input related to the question from the questioning user; The presentation unit presents the answer candidates as options based on the priorities assigned by the processing unit. Answer system.

2. a first acquisition unit that acquires registered user information and registered product information related to the registered user information; a second acquisition unit that acquires questioning user information related to the questioning user; a processing unit that generates answer candidates including information to be presented to the questioning user in a process leading to deriving a final answer to the questioning user regarding the registered product information, when the registered user information coincides with the questioning user information acquired by the second acquisition unit; and a presentation unit that presents the answer candidates generated by the processing unit, the processing unit assigns a priority to the registered product information based on a product purchase intention of the questioning user determined from an input related to the question from the questioning user; The presentation unit presents the answer candidates as options based on the priorities assigned by the processing unit. Answer system.

3. The processing unit assigns the priority based on a purchase date of the registered product in the registered product information.

3. The reply system according to claim 1 or 2.

4. The processing unit assigns the priority based on a registration date of the registered product information. The reply system according to any one of claims 1 to 3.

5. The first acquisition unit further acquires error information related to the registered product in the registered product information, The processing unit increases the priority of the registered product information corresponding to the error information. The reply system according to any one of claims 1 to 4.

6. The processing unit assigns the priority based on a usage history of the registered product in the registered product information. The reply system according to any one of claims 1 to 5.

7. The first acquisition unit further acquires a history of questions by registered users in the registered user information regarding unregistered products that are not registered; The processing unit provisionally registers the unregistered product as a registered product in the registered product information based on the history acquired by the first acquisition unit. The reply system according to any one of claims 1 to 6.

8. the processing unit generates guidance information for guiding the questioning user to a process of registering the unregistered product; The presentation unit further presents the guide information generated by the processing unit as an option. The response system of claim 7.

9. the presentation unit does not present the answer candidates for the registered product information when there is no answer for the registered product information. The reply system according to any one of claims 1 to 8.

10. The processing unit generates reason information indicating a reason for generating the answer candidate, The presentation unit presents the reason information. The reply system according to any one of claims 1 to 9.

11. A communication unit that communicates with the reply system according to any one of claims 1 to 10; a display unit that displays the answer candidate when the communication unit receives the answer candidate presented by the presentation unit of the answer system, Terminal device.

12. 1. A computer implemented answering method, comprising: a first acquisition step of acquiring registered user information and registered product information related to the registered user information; an input receiving step of receiving an input regarding a question from a questioning user; a second acquisition step of acquiring questioning user information related to the questioning user; a processing step of generating answer candidates including information to be presented to the questioning user in a process of deriving a final answer to the questioning user regarding the registered product information in response to an input regarding the question, when the registered user information coincides with the questioning user information acquired in the second acquisition step; a presentation step of presenting the answer candidates generated in the processing step, In the processing step, a priority is assigned to the registered product information based on the questioning user's product purchase intention determined from an input related to the question from the questioning user; In the presenting step, the answer candidates are presented as options based on the priorities assigned in the processing step. How to answer.

13. 1. A computer implemented answering method, comprising: a first acquisition step of acquiring registered user information and registered product information related to the registered user information; a second acquisition step of acquiring questioning user information related to the questioning user; a processing step of generating answer candidates including information to be presented to the questioning user in a process leading to deriving a final answer to the questioning user regarding the registered product information, when the registered user information coincides with the questioning user information acquired in the second acquisition step; a presentation step of presenting the answer candidates generated in the processing step, In the processing step, a priority is assigned to the registered product information based on the questioning user's product purchase intention determined from an input related to the question from the questioning user; In the presenting step, the answer candidates are presented as options based on the priorities assigned in the processing step. How to answer.

14. One or more processors, Executing the reply method according to claim 12 or 13, program.

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