Computer system and procedure support method

Abstract

To provide a computing machine system and a procedure support method for realizing one-stop services that allow different services to cooperate and are customized for each user.SOLUTION: A computing machine system is connected to a system operated by a provider and holds first information for managing association of a combination of keywords, user characteristics, and procedures, second information for managing association of procedures and services, and third information for managing association of services, providers, and systems, acquires characteristic data for specifying user characteristics and input data including a search keyword regarding a user's request, specifies a combination of procedures by referencing the first information on the basis of a search keyword extracted from user characteristics specified based on characteristic data, and input data, specifies a system for receiving procedures included in a combination of procedures by referencing the second information and the third information, and presents a combination of procedures and a system to a user.SELECTED DRAWING: Figure 7

Description

[Technical field]

[0001] The present invention relates to a system and method for providing a one-stop service in which a plurality of services are linked together. [Background technology]

[0002] In recent years, various services have been digitized. One-stop services are also expanding. In one-stop services, users can access a specific system from a terminal such as a personal computer or smartphone and perform multiple procedures to achieve a certain purpose all at once.

[0003] For example, the technology described in Patent Document 1 is known. Patent Document 1 describes that "when an access request is received from the user terminal 1 of the user, the intermediary service management function 10 displays the service items and contents in the provided service DB 11a. When the user 1 selects a service item, the use rules and the terms of use contract for the common part are presented, and when the user responds that he / she agrees to the terms of use contract for the common part, an instruction to start the service is issued to the service providing functions 14-16 corresponding to the provided service. The relevant service providing functions 14-16 present the use rules and the terms of use contract specific to the provided service, and when the user 1 responds that he / she agrees to the terms of use contract for the specific part, the software service is executed." [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2007-299176 A Summary of the Invention [Problem to be solved by the invention]

[0005] The technology of Patent Document 1 does not provide a one-stop service in which different services are linked together, and the service is provided by a fixed service provider.

[0006] The present invention realizes a system and method for providing a one-stop service that links different services and is customized for each user. [Means for solving the problem]

[0007] A representative example of the invention disclosed in the present application is as follows: That is, a computer system having at least one computer is connected to a service system operated by a service provider providing a service, holds service coordination information storing data associating a combination of a keyword, a user characteristic, and a procedure to be performed on the service provider, service management information storing data associating the procedure and the service, and service provider management information storing data associating the service, the service provider, and the service system, acquires characteristic data for identifying the user characteristic, acquires input data including a search keyword related to a user request, refers to the service coordination information based on the user characteristic identified based on the characteristic data and the search keyword extracted from the input data to identify the combination of procedures for realizing the user request, refers to the service management information and the service provider management information to identify the service system that accepts the procedure included in the identified combination of procedures, and presents the identified combination of procedures and the identified service system to a user. Effect of the Invention

[0008] According to the present invention, different services can be linked together to provide a one-stop service customized for each user. Problems, configurations, and effects other than those described above will become apparent from the following description of the embodiments. [Brief description of the drawings]

[0009] [Figure 1] FIG. 1 illustrates an example of a system configuration according to a first embodiment. [Diagram 2] FIG. 2 is a diagram illustrating an example of a data structure of service coordination information according to the first embodiment. [Diagram 3] A diagram illustrating an example of the data structure of procedure management information in the first embodiment. [Figure 4] 4 is a diagram illustrating an example of a data structure of service management information according to the first embodiment. FIG. [Diagram 5] 10 is a diagram illustrating an example of a data structure of service provider management information according to the first embodiment. FIG. [Figure 6] 10 is a diagram illustrating an example of a data structure of scenario management information according to the first embodiment. FIG. [Figure 7] 11 is a flowchart illustrating an example of a service coordination generation process executed by the terminal according to the first embodiment. [Figure 8A] FIG. 2 is a sequence diagram showing a process flow in the system of the first embodiment. [Figure 8B] FIG. 2 is a sequence diagram showing a process flow in the system of the first embodiment. [Figure 8C] FIG. 2 is a sequence diagram showing a process flow in the system of the first embodiment. [Figure 9A] FIG. 11 is a diagram illustrating an example of a screen that the terminal of the first embodiment displays to a user. [Figure 9B] FIG. 11 is a diagram showing an example of a screen that the terminal of the first embodiment displays to the service system. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0010] Hereinafter, an embodiment of the present invention will be described with reference to the drawings. However, the present invention is not to be interpreted as being limited to the description of the embodiment shown below. It will be easily understood by those skilled in the art that the specific configuration can be changed without departing from the concept or purpose of the present invention.

[0011] In the configurations of the invention described below, the same or similar configurations or functions are given the same reference numerals, and duplicated explanations are omitted.

[0012] In this specification, the terms "first," "second," "third," and the like are used to identify components and do not necessarily limit the number or order.

[0013] In order to facilitate understanding of the invention, the position, size, shape, range, etc. of each component shown in the drawings, etc. may not represent the actual position, size, shape, range, etc. Therefore, the present invention is not limited to the position, size, shape, range, etc. disclosed in the drawings, etc. EXAMPLES

[0014] The present invention aims to provide a one-stop service in which different services are linked together and customized for each user, and also aims to solve the following problems. First, to provide a one-stop service to people who cannot use digital services using personal devices due to age, nationality, physical factors, and economic factors. Second, to provide a one-stop service that handles non-digital procedures. Third, to enable service providers who are finding it difficult to maintain base-based services to provide services that are not dependent on physical bases, thereby maintaining / ensuring opportunities to provide services to residents.

[0015] FIG. 1 is a diagram illustrating an example of a system configuration according to a first embodiment.

[0016] The system is composed of a base and a plurality of service systems 190. The base is a place used by a wide variety of people, such as a public facility and a post office. The base includes a terminal 100, a database 101, an AI concierge 102, and a characteristic data acquisition device 103.

[0017] The service system 190 is a system operated by a service provider that provides a service. The service provider is, for example, a local government that provides administrative services, a communication carrier that provides communication services, an electric power company that provides power transmission services, and a bank that provides financial services. The present invention is not limited to the type of the service provider. In addition, the present invention is not limited to the system configuration of the service system 190.

[0018] The terminal 100 at the base is connected to a plurality of service systems 190 via a network (not shown). The network is, for example, a wide area network (WAN) or a local area network (LAN), and the connection method may be either wired or wireless.

[0019] The AI ​​concierge 102 is a digital signage for communicating with users. The AI ​​concierge 102 includes a microphone, a speaker, and a touch panel.

[0020] The characteristic data acquisition device 103 is a device that acquires characteristic data for identifying a user's characteristic. The characteristic data acquisition device 103 is, for example, a camera that acquires a face image of the user and a tablet terminal operated by the user. The AI ​​concierge 102 may function as the characteristic data acquisition device 103. For example, it is conceivable to acquire characteristic data from an operation on the AI ​​concierge 102.

[0021] Database 101 stores various types of information. Database 101 may be realized using one storage device, or may be realized using a storage system having multiple storage devices. Database 101 stores service coordination information 130, procedure management information 131, service management information 132, service provider management information 133, and scenario management information 134.

[0022] Service coordination information 130 is information for managing a combination of procedures for implementing a user request. Here, a user request refers to a notification of moving, opening an account, changing registered information, etc. The data structure of service coordination information 130 will be explained using FIG. 2.

[0023] Procedure management information 131 is information for managing procedures, such as the contents of the procedures and the services that accept the procedures. The data structure of procedure management information 131 will be explained using Fig. 3. Here, a procedure is a concept that includes applications, document submissions, inquiries, and consultations.

[0024] The service management information 132 is information for managing the service, such as the service content, the service provider, etc. The data structure of the service management information 132 will be described with reference to FIG.

[0025] The service provider management information 133 is information for managing the service provider, such as the name of the service provider and the service system 190 operated by the service provider. The data structure of the service provider management information 133 will be described with reference to FIG.

[0026] Scenario management information 134 is information for managing scenarios, which are inquiries from the AI ​​concierge 102 to the user. The data structure of scenario management information 134 will be described with reference to FIG.

[0027] The terminal 100 is connected to a plurality of service systems 190, and supports the execution of procedures for realizing user requests. The terminal 100 has a processor 110, a memory 111, a network interface 112, and an I / O interface 113. Each hardware element is connected via an internal bus. The terminal 100 may also have a storage device such as a hard disk drive (HDD) and a solid state drive (SSD).

[0028] Processor 110 executes a program stored in memory 111. Processor 110 executes processing according to the program, thereby operating as a functional unit (module) that realizes a specific function. In the following explanation, when a process is explained with a functional unit as the subject, it indicates that processor 110 is executing a program that realizes the functional unit.

[0029] The memory 111 stores programs executed by the processor 110 and data used by the programs. The memory 111 is also used as a work area. The programs stored in the memory 111 will be described later.

[0030] The network interface 112 and the I / O interface 113 are connected to external devices via a network.

[0031] Here, a description will be given of the programs stored in the memory 111. The memory 111 stores programs that realize a characteristic analysis unit 120, a user request category prediction unit 121, an interpretation unit 122, a service coordinator 123, a query generation unit 124, and a collaboration unit 125.

[0032] The characteristic analysis unit 120 analyzes the characteristics of the user. The user request category prediction unit 121 predicts the category of the user request that the user inquires about. The interpretation unit 122 interprets the user's input. The service coordinator 123 outputs a combination of procedures (service coordination) based on the user's characteristics and the interpretation result of the input. The inquiry generation unit 124 makes an inquiry to the user based on the scenario. The collaboration unit 125 connects to the service system 190.

[0033] Regarding each functional unit included in the terminal 100, multiple functional units may be integrated into one functional unit, or one functional unit may be divided into multiple functional units for each function.

[0034] Next, the data structure of the information stored in the database 101 will be described.

[0035] FIG. 2 is a diagram illustrating an example of a data structure of the service coordination information 130 according to the first embodiment.

[0036] The service coordination information 130 stores entries including a coordination ID 201, a keyword 202, a user characteristic 203, and a service coordination 204. One entry corresponds to one service coordination. Note that the fields included in an entry are not limited to those described above. An entry may not include any of the above-mentioned fields, or may include other fields.

[0037] The coordinate ID 201 is a field for storing identification information of the service coordination.

[0038] The keyword 202 is a field group that stores keywords for identifying the service coordination.

[0039] The user characteristics 203 are a group of fields for storing the characteristics of a user for identifying service coordination. The user characteristics 203 include fields for storing whether or not the user is a single person, the gender, the age, the nationality, and the like.

[0040] The service coordination 204 is a group of fields that store procedures that constitute the service coordination. Each field of the service coordination 204 stores identification information of a procedure that constitutes the service coordination.

[0041] FIG. 3 is a diagram illustrating an example of the data structure of the procedure management information 131 according to the first embodiment.

[0042] The procedure management information 131 stores entries including a procedure ID 301, a service ID 302, a procedure category 303, a procedure content 304, and a judgment flag 305. One entry corresponds to one procedure. Note that the fields included in an entry are not limited to those described above. An entry may not include any of the above-mentioned fields, or may include other fields.

[0043] The procedure ID 301 is a field that stores identification information of a procedure. The identification information stored in the procedure ID 301 is stored in the service coordination 204 field.

[0044] The service ID 302 is a field for storing identification information of a service that accepts a procedure.

[0045] The procedure category 303 is a field for storing the procedure category.

[0046] The procedure content 304 is a field for storing the specific content of the procedure.

[0047] The determination flag 305 is a field that stores a flag indicating whether or not the procedure can be handled by the AI ​​concierge 102. For procedures that the AI ​​concierge 102 can handle, the determination flag 305 stores "Yes," and for procedures that the AI ​​concierge 102 cannot handle, the determination flag 305 stores "No." In this embodiment, it is assumed that the AI ​​concierge 102 can handle digitized procedures, and that the AI ​​concierge 102 cannot handle non-digitized procedures.

[0048] FIG. 4 is a diagram illustrating an example of a data structure of the service management information 132 according to the first embodiment.

[0049] The service management information 132 stores entries including a service ID 401, a field category 402, and a service provider ID 403. One entry corresponds to a service provider that provides a service. Note that the fields included in an entry are not limited to those described above. An entry may not include any of the above-mentioned fields, or may include other fields.

[0050] The service ID 401 stores identification information of a service. The service ID 302 stores the identification information stored in the service ID 401.

[0051] The field category 402 is a field that stores the field of the service.

[0052] The service provider ID 403 is a field for storing identification information of the service provider that provides the service.

[0053] FIG. 5 is a diagram illustrating an example of the data structure of the service provider management information 133 according to the first embodiment.

[0054] The service provider management information 133 stores entries including a service provider ID 501, a service provider name 502, and a service system connection destination 503. One entry corresponds to one service provider. Note that the fields included in an entry are not limited to those described above. An entry may not include any of the above-mentioned fields, or may include other fields.

[0055] The service provider ID 501 is a field for storing identification information of a service provider. The service provider ID 403 stores the identification information stored in the service provider ID 501.

[0056] The service provider name 502 is a field for storing the name of the service provider.

[0057] The service system connection destination 503 is a field for storing the URL or the like of the connection destination of the service system 190 operated by the service provider.

[0058] FIG. 6 is a diagram illustrating an example of a data structure of the scenario management information 134 according to the first embodiment.

[0059] The scenario management information 134 stores entries including a scenario ID 601, a procedure ID 602, a prerequisite scenario ID 603, and a scenario 604. One entry corresponds to one scenario.

[0060] The scenario ID 601 is a field for storing identification information of a scenario.

[0061] The procedure ID 602 ​​is a field for storing identification information of a procedure to which a scenario is applied. The identification information stored in the procedure ID 301 is stored in the procedure ID 602.

[0062] The prerequisite scenario ID 603 is a field for storing identification information of a scenario that needs to be executed before applying a scenario.

[0063] The scenario 604 is a field for storing a scenario.

[0064] The information stored in the database 101 may be managed by dividing one piece of information into multiple pieces of information, or may be managed by integrating multiple pieces of information into one piece of information. For example, the service management information 132 and the service provider management information 133 may be integrated into one piece of information.

[0065] Next, the processing executed by the system will be described.

[0066] FIG. 7 is a flowchart illustrating an example of a service coordination generating process executed by the terminal 100 according to the first embodiment.

[0067] It is assumed that user characteristics have been identified before the service coordination generation process begins.

[0068] The terminal 100 acquires voice data including a search keyword related to a user request from the user (step S201). Note that the acquired data may be text data.

[0069] The interpretation unit 122 of the terminal 100 extracts search keywords by performing natural language processing on the voice data (step S102). In the natural language processing, morphological analysis, syntactic analysis, semantic analysis, etc. are performed. Note that since natural language processing is a well-known technology, a detailed description is omitted. Note that the method of extracting search keywords can be changed according to the input data.

[0070] The service coordinator 123 of the terminal 100 identifies a service coordination based on the characteristic data and the search keyword (step S103).

[0071] Specifically, the service coordinator 123 refers to the service coordination information 130 and searches for an entry whose keyword 202 includes the extracted search keyword and whose user characteristic 203 matches the user characteristic included in the characteristic data.

[0072] The service coordinator 123 of the terminal 100 identifies a service system that accepts each procedure included in the service coordination (step S104). Specifically, the following process is executed.

[0073] (S104-1) The service coordinator 123 selects one procedure from among the procedures included in the service coordination.

[0074] (S104-2) Service coordinator 123 refers to procedure management information 131 and acquires identification information of a service accepting a procedure. Service coordinator 123 refers to service management information 132 based on the acquired service identification information and acquires identification information of a service provider. Furthermore, service coordinator 123 refers to service provider management information 133 based on the acquired service provider identification information and acquires information about the service provider.

[0075] (S104-3) The service coordinator 123 identifies a service provider suitable for the user based on the information about the service provider and the user characteristics. For example, it is possible to identify a service provider that exists in the user's residential area. It is also possible to identify a service provider based on the user's age, sex, and family structure.

[0076] If necessary, the service coordinator 123 may inquire of the user about the service provider, for example, the communication company used.

[0077] (S104-4) The service coordinator 123 creates a pair of the procedure and the service system 190 operated by the specified service provider.

[0078] (S104-5) The service coordinator 123 determines whether or not all procedures included in the service coordination have been processed. If all procedures included in the service coordination have not been processed, the service coordinator 123 returns to S104-1 and executes the same process.

[0079] (S104-6) If the processing of all procedures included in the service coordination has been completed, the service coordinator 123 ends the processing of step S104.

[0080] This concludes the description of the process in step S104.

[0081] The service coordinator 123 of the terminal 100 outputs a set of elements each consisting of a pair of a procedure and a service system 190 as an individual service coordinate (step S105). The service coordinator 123 also stores the individual service coordinate in a work area. The service coordinator 123 provides support for the procedure based on the individual service coordinate.

[0082] The terminal 100 of the present invention selects a combination of procedures suited to a user request based on the search keyword and the user characteristics, and further automatically selects a service system 190 that will carry out the procedures based on the user characteristics. This makes it possible to realize a one-stop service optimized for the user.

[0083] Fig. 8A, Fig. 8B, and Fig. 8C are sequence diagrams showing a flow of processing in the system of the embodiment 1. Fig. 9A is a diagram showing an example of a screen that the terminal 100 of the embodiment 1 displays to the user. Fig. 9B is a diagram showing an example of a screen that the terminal 100 of the embodiment 1 displays to the service system 190.

[0084] A user 700 moves to a base and starts an operation at the base (step S201).

[0085] The terminal 100 acquires the characteristic data from the characteristic data acquisition device 103 (step S202). Note that the terminal 100 may acquire the characteristic data via the AI ​​concierge 102.

[0086] The characteristic analysis unit 120 of the terminal 100 uses the characteristic data to analyze the characteristics of the user 700 (step S203).

[0087] For example, the characteristic analysis unit 120 performs image analysis to acquire the gender, age, etc. of the user 700, and also performs natural language processing to acquire the address, etc., of the user 700. The start date and time of use, the location of the base, etc. may be treated as the characteristics of the user 700. Furthermore, based on the address of the user 700, information on the characteristics of the residential area, such as demographics and local events in the residential area, may be acquired, and the information may be included in the characteristics of the user 700.

[0088] The user request category prediction unit 121 of the terminal 100 predicts the user request category based on the characteristics of the user 700 (step S204). The user request category is either a procedure category or a field category.

[0089] For example, a method is considered in which a model that outputs a user request category using the characteristics of the user 700 as input is generated by machine learning, and prediction is performed using this model. Note that the prediction method is merely an example and is not limited to this.

[0090] The user request category prediction unit 121 of the terminal 100 generates presentation information for controlling presentation of the user request category by the AI ​​concierge 102 based on the prediction result, and transmits the presentation information to the AI ​​concierge 102 (step S205).

[0091] The AI ​​concierge 102 presents the user request category based on the presented information (step S206).

[0092] The AI ​​concierge 102 displays, for example, buttons for selecting a user request category on a touch panel. At this time, the AI ​​concierge 102 controls the arrangement of the buttons displayed on the touch panel based on the presented information. This can improve the operational convenience for the user 700.

[0093] The terminal 100 accepts an input of a user request category from the user 700 via the AI ​​concierge 102 (step S207).

[0094] The interpretation unit 122 of the terminal 100 generates presentation information for controlling the query of the user request by the AI ​​concierge 102, and transmits the presentation information to the AI ​​concierge 102 (step S208). At this time, the interpretation unit 122 may cooperate with the query generation unit 124 to generate the query from the scenario.

[0095] The AI ​​concierge 102 inquires about the user request based on the presented information (step S209).

[0096] The terminal 100 receives an input of a response to a user request from the user 700 via the AI ​​concierge 102 (step S210).

[0097] The interpretation unit 122 of the terminal 100 executes a service coordination generation process based on the contents of the user request included in the response (step S211).

[0098] The service coordinator 123 of the terminal 100 transmits presentation information for individual service coordination to the AI ​​concierge 102 (step S212).

[0099] The AI ​​concierge 102 presents individual service coordination based on the presented information (step S213).

[0100] If multiple individual service coordinations are identified by the terminal 100, the multiple individual service coordinations are presented to the user 700.

[0101] The terminal 100 receives, via the AI ​​concierge 102, from the user 700, identification information of the individual service coordination to be applied (step S214).

[0102] The service coordinator 123 of the terminal 100 executes a support process for each procedure included in the individual service coordination selected by the user 700. The support process includes a pattern in which the AI ​​concierge 102 is used and a pattern in which the AI ​​concierge 102 is not used.

[0103] First, a description will be given of the support process for the pattern in which the AI ​​concierge 102 is used. When the procedure determination flag 305 is "OK", the support process shown in FIG. 8B is executed.

[0104] The service coordinator 123 of the terminal 100 cooperates with the cooperation unit 125 to connect to the service system 190 (step S221).

[0105] Service coordinator 123 of terminal 100 cooperates with inquiry generator 124 to generate presentation information for presenting procedure guidance (step S222).

[0106] Specifically, the service coordinator 123 instructs the query generator 124 to generate presentation information together with the identification information of the procedure and the characteristics of the user 700. The query generator 124 refers to the scenario management information 134 based on the identification information of the procedure and searches for a scenario. The query generator 124 generates presentation information for presenting a procedure guide based on the searched scenario and the characteristics of the user 700.

[0107] The service coordinator 123 of the terminal 100 transmits the presentation information to the AI ​​concierge 102 (step S223).

[0108] Based on the presented information, the AI ​​concierge 102 presents procedure guidance to the user 700 (step S224). In this way, by presenting guidance (inquiries) in accordance with the procedure, data input into the service system 190 can be supported.

[0109] When the service coordinator 123 of the terminal 100 receives a user response via the AI ​​concierge 102, the service coordinator 123 cooperates with the linking unit 125 to transmit the user response to the service system 190 (step S225).

[0110] The processes from step S222 to step S225 are repeated until the input of the information required for the procedure is completed.

[0111] After the input of the information required for the procedure is completed, the service coordinator 123 of the terminal 100 executes a service coordination generation process based on the user response (step S226).

[0112] The service coordinator 123 of the terminal 100 transmits the presentation information of the individual service coordination to the AI ​​concierge 102 (step S227).

[0113] The AI ​​concierge 102 presents individual service coordination based on the presented information (step S228).

[0114] When individual service coordination is selected by the user 700, a procedure for new individual service coordination is carried out in parallel with the current individual service coordination.

[0115] Next, a description will be given of the support process for a pattern that does not use the AI ​​concierge 102. When the procedure determination flag 305 is "unacceptable," the support process shown in FIG. 8C is executed.

[0116] The service coordinator 123 of the terminal 100 cooperates with the cooperation unit 125 to connect to the service system 190 (step S241), and requests the service system 190 to start up a video conference system (step S242).

[0117] After this, communication takes place between the user 700 and the service system 190 via the link unit 125 of the terminal 100. At this time, a screen 900 as shown in Fig. 9A is displayed to the user 700, and a screen 910 as shown in Fig. 9B is displayed to the person in charge of the service system 190.

[0118] The screen 900 includes a person in charge display column 901, a user display column 902, a material display column 903, and an explanation display column 904. The person in charge display column 901 is a column that displays the person in charge who will respond via the telephone conference system. The user display column 902 is a column that displays the user 700. The material display column 903 is a column that displays materials related to the procedure. The explanation display column 904 is a column that displays explanations related to the procedure.

[0119] The screen 910 includes a user display field 911, a person in charge display field 912, a material display field 913, a confirmation item display field 914, and a procedure display field 915. The user display field 911 is a field that displays the user 700. The person in charge display field 912 is a field that displays the person in charge. The material display field 913 is a field that displays materials. The confirmation item display field 914 is a field that displays items to be confirmed in a procedure. The procedure display field 915 is a field that displays procedures related to the corresponding procedure.

[0120] When the linking unit 125 of the terminal 100 accepts a user response from the user 700 to the service system 190, the linking unit 125 transmits the user response to the service system 190 (step S243).

[0121] When the service coordinator 123 of the terminal 100 receives the user response, the service coordinator 123 executes a service coordination generation process based on the user response (step S244).

[0122] The service coordinator 123 of the terminal 100 transmits the individual service coordination to the service system 190 (step S245). In this case, the procedure display field 815 displays the procedures included in the individual service coordination.

[0123] The processes from step S243 to step S245 are repeated until the input of the information required for the procedure is completed.

[0124] The person in charge of the service system 190 may recommend to the user 700 to perform another procedure while handling the procedure or after the procedure is completed, based on the procedure display field 815. When the user 700 requests to perform another procedure, the service system 190 transmits an execution request for individual service coordination including the requested procedure to the terminal 100. In this case, a new individual service coordination procedure is performed in parallel with the current individual service coordination.

[0125] The series of functions described in the first embodiment may be realized as a cloud service. For example, a service form in which a platform system having the functions of the terminal 100 is provided on the cloud and the terminal 100 accesses the platform system is considered. In this case, the platform system outputs individual service coordination and connects to the service system 190.

[0126] (Modification) When it is not possible to connect to the service system 190 due to reasons such as the service system 190 being out of operation hours, the following processing may be performed.

[0127] (1) The service coordinator 123 saves the individual service coordination and the progress status, and temporarily suspends the continuation of the procedure. The service coordinator 123 resumes the procedure at any timing in cooperation with the personal computer and smartphone held by the user.

[0128] (2) A management system that manages the locations is provided, and the service coordinator 123 stores the individual service coordination and the progress status in the management system together with the user's identification information. The terminal 100 at the location transmits a procedure restart request to the management system together with the user's identification information, thereby acquiring the individual service coordination and the progress status and restarting the procedure.

[0129] According to the present invention, different services can be linked together to provide a one-stop service customized for each user.

[0130] Since the terminal 100 is installed at a base such as a public facility, one-stop service can be provided to people who cannot use digital services using personal terminals due to age, nationality, physical factors, or economic factors. In addition, for procedures that have not been digitized, one-stop service can be realized by system linkage using a telephone conference system, etc. Service providers can accept procedures without having their own base, which can eliminate the decline in the quality of life of residents.

[0131] The advantage of this is that the service provider can reduce the cost of setting up and maintaining its own base. In addition, the service provider's employees can work in a variety of ways because they can respond remotely. In addition, the efficiency of data entry work is improved by linking services, and the operating rate and quality of services are also improved.

[0132] The site manager can utilize the site more effectively. In addition, the convenience of the site is improved, which can attract more customers to the site.

[0133] Users can complete the procedures to realize their requests in one go without having to visit multiple offices. In addition, the quality of life of residents is improved because various procedures can be completed from a central location.

[0134] The present invention is not limited to the above-mentioned embodiment, but includes various modified examples. For example, the above-mentioned embodiment describes the configuration in detail to easily explain the present invention, and the present invention is not necessarily limited to the configuration including all the described configurations. Also, it is possible to add, delete, or replace a part of the configuration of each embodiment with another configuration.

[0135] In addition, each of the above configurations, functions, processing units, processing means, etc. may be realized in part or in whole by hardware, for example, by designing them as integrated circuits. The present invention can also be realized by software program code that realizes the functions of the embodiments. In this case, a storage medium on which the program code is recorded is provided to a computer, and a processor included in the computer reads the program code stored in the storage medium. In this case, the program code itself read from the storage medium realizes the functions of the above-mentioned embodiments, and the program code itself and the storage medium storing it constitute the present invention. Examples of storage media for supplying such program code include flexible disks, CD-ROMs, DVD-ROMs, hard disks, SSDs (Solid State Drives), optical disks, magneto-optical disks, CD-Rs, magnetic tapes, non-volatile memory cards, ROMs, etc.

[0136] Furthermore, the program code for realizing the functions described in this embodiment can be implemented in a wide range of program or script languages, such as assembler, C / C++, perl, Shell, PHP, Python, Java (registered trademark), etc.

[0137] Furthermore, the program code of the software that realizes the functions of the embodiments may be distributed over a network and stored in a storage means such as a computer's hard disk or memory, or in a storage medium such as a CD-RW or CD-R, and the processor of the computer may read out and execute the program code stored in the storage means or storage medium.

[0138] In the above-mentioned embodiment, the control lines and information lines are shown as those considered necessary for the explanation, and not all the control lines and information lines are shown in the product. All the components may be connected to each other. [Explanation of symbols]

[0139] 100 devices 101 Database 102 AI Concierge 103 Characteristic data acquisition device 110 Processor 111 Memory 112 Network Interface 113 I / O Interface 120 Characteristic Analysis Department 121 User Request Category Prediction Unit 122 Interpretation Department 123 Service Coordinator 124 Query Generation Unit 125 Collaboration Department 130 Service Coordination Information 131 Procedural Management Information 132 Service Management Information 133 Service Provider Management Information 134 Scenario Management Information 190 Service System 700 users 815 Procedure display column 900, 910 screen

Claims

1. A computer system comprising at least one computer, Connect to the service system operated by the service provider that provides the service, The system holds service coordination information storing data associating a combination of a keyword, a user characteristic, and a procedure to be performed on the service provider, service management information storing data associating the procedure and the service, and service provider management information storing data associating the service, the service provider, and the service system, acquiring characteristic data for identifying the user characteristic; Obtaining input data including search keywords related to a user request; Identifying the combination of procedures for implementing the user request by referring to the service coordination information based on the user characteristics identified based on the characteristic data and the search keyword extracted from the input data; Identifying the service system that accepts the procedure included in the identified combination of procedures by referring to the service management information and the service provider management information; A computer system which presents the specified combination of procedures and the specified service system to a user.

2. 2. The computer system of claim 1, When the execution of the combination of procedures specified by the user is instructed, a first support process for receiving a user input related to the procedure to be executed from the user when the user input is acceptable, and transmitting the user input to the service system that accepts the procedure to be executed; and if the user input cannot be accepted, executing a second support process of instructing the service system that accepts the procedure to be executed to execute a telephone conference function.

3. 3. The computer system of claim 2, holding scenario management information that stores data associated with the procedure and a scenario for making a query to prompt the user to input the user input; In the first support process, Refer to the scenario management information to acquire the scenario of the procedure to be executed; A computer system which makes the inquiry to the user based on the acquired scenario.

4. 3. The computer system of claim 2, The first support process and the second support process include: Identifying the combination of procedures for realizing the user request by referring to the service coordination information based on the user characteristics identified based on the characteristic data and the search keyword extracted from the user input; Identifying the service system that accepts the procedure included in the identified combination of procedures by referring to the service management information and the service provider management information; Processing In the first support process, after the procedure is completed, the combination of the procedures identified is presented to the user; The computer system is characterized in that in the second support process, after the procedures are completed, the combination of the procedures identified is presented to the service system.

5. 2. The computer system of claim 1, predicting a category of the user request that the user will input based on the user characteristics identified based on the characteristic data; A computer system comprising: a computer that controls a presentation that prompts an input regarding the user request based on a result of the prediction.

6. 2. The computer system of claim 1, A computer system comprising a device for acquiring the user characteristics.

7. A procedure support method executed by a computer system having at least one computer, comprising: The computer system comprises: Connect to the service system operated by the service provider that provides the service, The system holds service coordination information storing data associating a combination of a keyword, a user characteristic, and a procedure to be performed on the service provider, service management information storing data associating the procedure and the service, and service provider management information storing data associating the service, the service provider, and the service system, The procedure support method includes: a first step of acquiring, by the at least one computer, characteristic data for identifying the user characteristic; a second step of the at least one computer obtaining input data including search keywords related to a user request; a third step of the at least one computer referring to the service coordination information based on the user characteristics identified based on the characteristic data and the search keyword extracted from the input data to identify the combination of procedures for implementing the user request; a fourth step of the at least one computer referring to the service management information and the service provider management information to identify the service system that accepts the procedure included in the identified combination of procedures; a fifth step in which the at least one computer presents to a user the identified combination of procedures and the identified service system; A procedure support method comprising:

8. The procedure support method according to claim 7, when the at least one computer is instructed to execute the combination of procedures specified by the user, a first support process for receiving a user input related to the procedure to be executed from the user when the user input is acceptable, and transmitting the user input to the service system that accepts the procedure to be executed; a second support process for instructing the service system that accepts the procedure to be executed to execute a telephone conference function when the user input cannot be accepted; A procedure support method comprising the steps of:

9. The procedure support method according to claim 8, the computer system holds scenario management information that stores data associated with the procedure and a scenario for making a query to prompt the user to input an input; The first support process includes: The at least one computer refers to the scenario management information to acquire the scenario of the procedure to be executed; The procedure support method further comprises a step of: the at least one computer making the inquiry to the user based on the acquired scenario.

10. The procedure support method according to claim 8, The first support process and the second support process include: The at least one computer refers to the service coordination information based on the user characteristics identified based on the characteristic data and the search keyword extracted from the user input to identify the combination of procedures for implementing the user request; The at least one computer refers to the service management information and the service provider management information to identify the service system that accepts the procedure included in the identified combination of procedures; Including, the first support process includes a step of presenting the combination of the identified procedures to the user after the procedures are completed by the at least one computer; The procedure support method, wherein the second support process includes a step of the at least one computer presenting the identified combination of procedures to the service system after the procedures are completed.

11. The procedure support method according to claim 7, The second step includes: predicting, by the at least one computer, a category of the user request that the user will input based on the user characteristics identified based on the characteristic data; and controlling, by the at least one computer, a presentation prompting input regarding the user request based on a result of the prediction.

12. The procedure support method according to claim 7, The procedure support method, wherein the computer system has a device for acquiring the user characteristics.

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