Information processing device, information processing method, and program

Abstract

To efficiently perform search of FAQs and browsing of a Web page.SOLUTION: An information processing device according to an embodiment is an information processing device connected to a terminal used by a user via a communication network, including: an FAQ storage unit that stores FAQ information and a detailed page which is a Web page showing detailed information related to the FAQ information in association with each other; and a display unit that, if display of FAQ information is requested by the terminal, displays the FAQ information associated with a detailed page belonging to a lower hierarchy level in the Web page being displayed by the terminal at the time of the request on the terminal on the basis of a hierarchical structure of a Web site consisting of a plurality of Web pages.SELECTED DRAWING: Figure 10

Description

[Technical field]

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

[0002] Many companies post FAQs (Frequently Asked Questions) on their company web pages, where customers can search and view information that shows questions and answers organized by needs, examples, etc. (hereinafter referred to as question and answer information). On the other hand, having customers use FAQs leads to a reduction in the number of inquiries at contact centers and improved customer satisfaction, so companies are working to provide FAQs that make it easy for customers to obtain the information they are looking for.

[0003] When a customer wants to check information about a product or service provided by a company, they will likely first use a device such as a PC (personal computer) or smartphone to access the company's website and browse web pages such as product introduction pages and service introduction pages. If the customer obtains the necessary information by browsing the web pages, they will be able to solve their problem without using the FAQ.

[0004] However, in general, the amount of information posted on a web page is huge, and it can be difficult for customers to quickly obtain the information they need. In addition, the detailed matters that individual customers are interested in may not be listed on the product or service introduction page. In such cases, customers will search the FAQs based on the questions or problems they have.

[0005] A common and widely used method for searching FAQs is, for example, to search for question and answer information that meets search criteria from FAQs posted on a dedicated web page on a website. In addition, there is also a method in which, for example, when a customer asks a chatbot a question, information that represents the answer to that question is searched from FAQs and displayed as the answer from the chatbot. However, with these methods, it is difficult to obtain all the information necessary to solve a problem at once, and it is necessary to search the web page again based on the information searched for from the FAQ.

[0006] On the other hand, if all of the information expected to be necessary to solve the customer's problem were presented to the customer, the information presented to the customer would become complicated, and the convenience of being able to obtain the necessary information in a short amount of time would be lost.

[0007] Patent Document 1 discloses a technology that displays question and answer information that matches the customer's usage history of the site from the time the customer starts accessing the site until the time the customer requests the display of question and answer information, in order of similarity. [Prior art documents] [Patent documents]

[0008] [Patent Document 1] Patent No. 6520513 Summary of the Invention [Problem to be solved by the invention]

[0009] However, the technology disclosed in Patent Document 1 focuses on the usage history from when a customer starts accessing a site until when the customer requests to display question and answer information, and therefore does not necessarily obtain question and answer information related to the problem or interest the customer wants to solve. This is because the problem or interest the customer wants to solve may well change while using a website. For this reason, the usage history of a website may become noise when searching for question and answer information. Furthermore, Patent Document 1 does not specifically disclose which part of a series of usage history contributes to searching for accurate question and answer information.

[0010] On the other hand, even if useful information is provided to customers through FAQ searches, it is likely that customers will continue to search and browse web pages related to that information to gather more detailed information. In this case, customers will need to repeatedly switch screens between the web page containing the FAQ and other web pages, which is extremely cumbersome.

[0011] An embodiment of the present invention has been made in consideration of the above points, and has an object to efficiently search FAQs and browse Web pages. [Means for solving the problem]

[0012] In order to achieve the above-mentioned object, an information processing device according to one embodiment is an information processing device connected to a terminal used by a user via a communication network, and has an FAQ memory unit that stores FAQ information in association with a detail page, which is a web page containing detailed information related to the FAQ information, and a display unit that, when a request for display of FAQ information is made from the terminal, displays on the terminal the FAQ information that is associated with a detail page belonging to a lower hierarchy of the web page that the terminal is displaying at the time of the request, based on the hierarchical structure of a website made up of multiple web pages. Effect of the Invention

[0013] This allows for efficient searching of FAQs and browsing of Web pages. [Brief description of the drawings]

[0014] [Figure 1] 1 is a diagram illustrating an example of a hardware configuration of an FAQ presentation device according to an embodiment of the present invention. [Diagram 2] 2 is a diagram illustrating an example of a functional configuration of an FAQ presentation device according to the present embodiment. [Diagram 3] FIG. 1 is a diagram illustrating an example of a site map. [Figure 4] FIG. 13 is a diagram illustrating an example of a menu list screen. [Diagram 5] FIG. 13 is a diagram illustrating an example of an item list screen. [Figure 6] FIG. 13 is a diagram showing an example of a heading list screen. [Figure 7] FIG. 13 illustrates an example of an inverted index storage unit; [Figure 8] FIG. 10 is a diagram illustrating an example of an FAQ database. [Figure 9] FIG. 11 is a diagram illustrating an example of a URL database. [Figure 10] FIG. 13 is a diagram showing an example of a FAQ display screen. [Figure 11] FIG. 13 is a diagram showing an example of an FAQ search result screen. [Figure 12] 13 is a flowchart showing an example of an FAQ presentation process according to the embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0015] An embodiment of the present invention will be described below. In this embodiment, an FAQ presentation device 10 will be described that is applicable to a case where FAQs are posted on a dedicated web page of a website, and that allows users to efficiently search for FAQs and browse web pages without the hassle of repeatedly switching between the web page on which the FAQs are posted and other web pages.

[0016] As described above, it is quite possible that the problems or concerns to be solved by the customer (i.e., the information the customer is seeking) change during the use of the website. On the other hand, it is considered that the information the customer is seeking is often related to the information posted on the web page being viewed when the customer feels like using the FAQ. Therefore, in the FAQ presentation device 10 according to the present embodiment, based on the premise that "the information the customer is seeking is often related to the information posted on the web page being viewed when the customer feels like using the FAQ," efficient search of FAQs using the site map of the website and efficient screen transition from the search results of FAQs to other web pages are realized.

[0017] <Hardware Configuration of FAQ Presentation Device 10> First, the hardware configuration of the FAQ presentation device 10 according to the present embodiment will be described with reference to FIG. 1. FIG. 1 is a diagram showing an example of the hardware configuration of the FAQ presentation device 10 according to the present embodiment.

[0018] As shown in FIG. 1, the FAQ presentation device 10 according to the present embodiment is realized by a general computer (information processing device) or a computer system (information processing system), and includes an input device 101, a display device 102, an external I / F 103, a communication I / F 104, a processor 105, and a memory device 106. These hardware components are communicably connected to each other via a bus 107.

[0019] The input device 101 is, for example, a keyboard, a mouse, a touch panel, or the like. The display device 102 is, for example, a display or the like. Note that the FAQ presentation device 10 may not have at least one of the input device 101 and the display device 102.

[0020] The external I / F 103 is an interface with an external device such as the recording medium 103a. The FAQ presentation device 10 can read from and write to the recording medium 103a via the external I / F 103. Examples of the recording medium 103a include a CD (Compact Disc), a DVD (Digital Versatile Disk), an SD memory card (Secure Digital memory card), a USB (Universal Serial Bus) memory card, and the like.

[0021] The communication I / F 104 is an interface for connecting the FAQ presentation device 10 to a communication network. The processor 105 is various arithmetic devices such as a CPU (Central Processing Unit) and a GPU (Graphics Processing Unit), for example. The memory device 106 is various storage devices such as an HDD (Hard Disk Drive), an SSD (Solid State Drive), a RAM (Random Access Memory), a ROM (Read Only Memory), and a flash memory, for example.

[0022] The FAQ presentation device 10 according to the present embodiment can realize the FAQ presentation process described later by having the hardware configuration shown in FIG. 1. Note that the hardware configuration shown in FIG. 1 is an example, and the FAQ presentation device 10 may have another hardware configuration. For example, the FAQ presentation device 10 may have a plurality of processors 105 or a plurality of memory devices 106.

[0023] <Functional Configuration of FAQ Presentation Device 10> Next, the functional configuration of the FAQ presentation device 10 according to the present embodiment will be described with reference to FIG. 2. FIG. 2 is a diagram showing an example of the functional configuration of the FAQ presentation device 10 according to the present embodiment.

[0024] 2, the FAQ presentation device 10 according to this embodiment includes an FAQ search unit 201, an FAQ display unit 202, and an FAQ / Web page linking unit 203. Each of these units is realized by a process in which one or more programs installed in the FAQ presentation device 10 are executed by the processor 105.

[0025] Moreover, the FAQ presentation device 10 according to this embodiment has an inverted index storage unit 204, an FAQ database 205, and a URL database 206. These are realized, for example, by the memory device 106. However, at least one of the inverted index storage unit 204, the FAQ database 205, and the URL database 206 may be realized by a storage device or the like connected to the FAQ presentation device 10 via a communication network.

[0026] The FAQ search unit 201 searches the transposed index information stored in the transposed index storage unit 204 based on a search query specified on a terminal (e.g., a PC or a smartphone equipped with a Web browser, hereinafter also referred to as a user terminal) used by a customer (hereinafter also referred to as a user terminal), and identifies FAQs (question and answer information) corresponding to the search query. Then, the FAQ search unit 201 refers to the FAQ database 205, ranks the identified FAQs in an arbitrary manner, and then sorts the results in consideration of the site map and the Web page the user has viewed most recently, to obtain the search results.

[0027] In this embodiment, after ranking the FAQs using an arbitrary ranking method, they are sorted in the order of columns "menu", "item", and "heading" in the FAQ database 205. At this time, FAQs related to the "menu" and "item" of the Web page that the user was viewing immediately before viewing the FAQ are displayed at the top, and FAQs related to other "menus" and other "items" are displayed in separate areas for distinction. Note that "menu", "item", and "heading" are information for hierarchically organizing Web pages on a Web site, and details will be described later.

[0028] As a ranking method, for example, a method of ranking based on an evaluation index (priority) such as BM25 score for morphemes and phrases or cosine similarity for sentence vectors can be used, but any other ranking method may be adopted.

[0029] The FAQ display unit 202 displays the FAQs obtained as a search result of the FAQ search unit 201 on a screen (hereinafter, also referred to as an FAQ search result screen).

[0030] In response to a request from a user terminal viewing a Web page, the FAQ / Web page linking unit 203 displays a screen on which FAQs corresponding to the Web page are posted (hereinafter also referred to as an FAQ display screen). In addition, in response to a request from a user terminal viewing an FAQ display screen or an FAQ search result screen, the FAQ / Web page linking unit 203 displays a Web page corresponding to an FAQ related to a "menu" or "item" selected by the user on the FAQ display screen or the FAQ search result screen.

[0031] The inverted index storage unit 204 stores inverted index information used for searching FAQs. The inverted index storage unit 204 will be described in detail later.

[0032] The FAQ database 205 stores FAQs (question and answer information) in which questions and answers are associated with the page IDs of the corresponding Web pages, menus, items, headings, etc. The FAQ database 205 will be described in detail later.

[0033] The URL database 206 stores URL information including the URL of each web page. The URL database 206 will be described in detail later.

[0034] Although not shown in FIG. 1, the FAQ presentation device 10 also has various functional units necessary for functioning as a Web server.

[0035] <Site Map 300> An example of a site map 300 of a website will now be described with reference to Figure 3. Figure 3 is a diagram showing an example of the site map 300.

[0036] As shown in Figure 3, a website is made up of multiple levels, for example, the first level is the top page, and directly below that are the second level, with web pages corresponding to "Menu 1" to "Menu M," where M is a predetermined integer.

[0037] Also, for menu i (where 1≦i≦M), N i There are items, and for the web page of menu i, there are "item 1" to "item N" in the third hierarchy. i There is a corresponding web page for each of the N i is a predetermined integer.

[0038] Also, for menu item i, item j (where 1≦j≦N i ) for each of the "headings" described below. ij There are detail links, and the fourth level is "Detail Link 1" to "Detail Link L ij There is a corresponding web page for each of these.

[0039] In this way, a website is configured with a hierarchical structure of web pages and is represented as a site map 300. Note that in this embodiment, the site map 300 shown in FIG. 3 is assumed, but this is only an example, and it goes without saying that this embodiment can be applied to any site map 300. For example, in the above M, N i , L ij etc. can take any integer value of 0 or greater, and the number of hierarchical levels is not limited to four, but can take any number of levels less than four or greater than four.

[0040] Each web page is written in HTML (Hyper Text Markup Language) or the like, and in this case, menus, items, and headings are defined by HTML tags. However, this is just one example, and any description language used to write web pages (e.g., XHTML, CSS, etc.) may be used.

[0041] In addition, in the example shown in Figure 3, there are detail links directly below each item, and these detail links correspond to the headings, but for example, there may be headings directly below each item, and these headings may correspond to the detail links.

[0042] <Menu list screen 400> Next, an example of the menu list screen 400, which is the top page, will be described with reference to Fig. 4. Fig. 4 is a diagram showing an example of the menu list screen 400.

[0043] When the user presses FAQ link 401 on menu list screen 400 shown in FIG. 4, an FAQ display screen listing FAQs related to all menus (i.e., FAQs related to all items directly under all menus) is displayed on the user terminal. When the user presses each menu button ("Menu 1" button to "Menu M" button), an item list screen corresponding to the menu button is displayed on the user terminal. For example, when "Menu 1" button 402 is pressed, an item list screen corresponding to this "Menu 1" button 402 is displayed on the user terminal. The item list screen is a screen that displays a list of the items directly under the corresponding menu on site map 300.

[0044] <Item list screen 500> Next, an example of an item list screen 500 displayed on a user terminal when the "Menu 1" button 402 is pressed on the menu list screen 400 shown in Fig. 4 will be described with reference to Fig. 5. Fig. 5 is a diagram showing an example of the item list screen 500.

[0045] When the user presses FAQ link 501 on item list screen 500 shown in FIG. 5, an FAQ display screen listing FAQs related to all items directly under "Menu 1" is displayed on the user terminal. When the user presses each item button ("Item 1" button to "Item N1" button), a heading list screen corresponding to that item button is displayed on the user terminal. For example, when "Item 1" button 502 is pressed, a heading list screen corresponding to this "Item 1" button 502 is displayed on the user terminal. The heading list screen is a screen that displays each detailed link directly under the item in question on site map 300 and its heading.

[0046] <Headline list screen 600> Next, an example of a headline list screen 600 displayed on a user terminal when the "Item 1" button 502 is pressed on the item list screen 500 shown in Fig. 5 will be described with reference to Fig. 6. Fig. 6 is a diagram showing an example of the headline list screen 600.

[0047] 6, a headline is associated with a text related to the headline and a detail link. A headline is a title related to a certain piece of information or a word or phrase that succinctly expresses the information, and a text is a character string that expresses an outline or summary of the information. A detail link is a link (hyperlink) to a web page that contains details about the information.

[0048] When the user presses the FAQ link 601 on the headline list screen 600 shown in FIG. 6, an FAQ display screen is displayed on the user's terminal, which lists FAQs related to the headlines corresponding to all the detailed links directly under "item 1". In addition, each detailed link ("Detailed link 1" to "Detailed link L") 11 When the user clicks on a detail link, a web page is displayed that contains detailed information about the heading that corresponds to the detail link.

[0049] In this embodiment, each FAQ (question and answer information) corresponds to a Web page (hereinafter also referred to as a detailed information page) of a detailed link corresponding to the heading, and the Web page can correspond to multiple FAQs. In other words, one detailed information page corresponds to one FAQ, and one or more FAQs correspond to one detailed information page. This can also be said as one FAQ corresponds to one heading, and one or more FAQs correspond to one heading.

[0050] In addition, when a certain FAQ corresponds to a certain detailed information page, this means that the FAQ is question and answer information that represents questions and answers regarding the information posted on the detailed information page (or questions and answers related to the information posted on the detailed information page).

[0051] <Transposed index storage unit 204> Next, the transposed index storage unit 204 will be described with reference to Fig. 7. Fig. 7 is a diagram showing an example of the transposed index storage unit 204.

[0052] 7, the transposed index storage unit 204 stores one or more pieces of transposed index information 700, and each piece of transposed index information 700 includes a word-ID 701, a word 702, and an FAQ-ID 703. The word 702 is a morpheme, a word, a phrase, etc. included in a search query. The word-ID 701 is an ID (identification information) that uniquely identifies the morpheme, a word, a phrase, etc. represented by the word 702. The FAQ-ID 703 is an ID (identification information) that uniquely identifies an FAQ (question and answer information) stored in the FAQ database 205 described later.

[0053] As a result, the FAQ search unit 201 can search for transposed index information having, as Word 702, morphemes, words, and phrases contained in a search query (e.g., a word, a sentence, etc.) specified on a user terminal, and identify FAQs from the FAQ-IDs 703 of the transposed index information.

[0054] <FAQデータベース205> Next, the FAQ database 205 will be described with reference to Fig. 8. Fig. 8 is a diagram showing an example of the FAQ database 205.

[0055] As shown in FIG. 8, the FAQ database 205 stores one or more FAQs (question and answer information) 800, and each FAQ 800 includes an FAQ-ID 801, a question 802, an answer 803, a page ID 804, a menu 805, an item 806, and a heading 807.

[0056] FAQ-ID 801 is an ID (identification information) that uniquely identifies FAQ (question and answer information) 800. Question 802 is a question about information published on a certain detailed information page (or a question related to that information). Answer 803 is the answer to that question. Page ID 804 is an ID (identification information) that uniquely identifies that detailed information page. Heading 807 is a heading that corresponds to that detailed information page. Item 806 is the item to which the heading belongs (i.e., an item that has the heading directly below it). Menu 805 is the menu to which the item belongs (i.e., a menu that has the item directly below it).

[0057] This enables the FAQ search unit 201 to refer to or acquire an FAQ having the same FAQ-ID 801 as the FAQ-ID 702 identified by the search of the transposed index information.

[0058] As mentioned above, multiple FAQs may correspond to one detailed information page. Therefore, some of the multiple FAQs (question and answer information) may have the same page ID 804 (if the page IDs 804 are the same, the menus 805, items 806, and headings 807 will naturally be the same).

[0059] <URLデータベース206> Next, the URL database 206 will be described with reference to FIG. 9. FIG. 9 is a diagram showing an example of the URL database 206.

[0060] As shown in FIG. 9, one or more pieces of URL information 900 are stored in the URL database 206, and each piece of URL information 900 includes a page ID 901 and a page URL 902.

[0061] The page ID 901 is an ID (identification information) that uniquely identifies the detailed information page. The page URL 902 is the URL (Uniform Resource Locator) of the detailed information page.

[0062] Thereby, when an FAQ is selected on, for example, the FAQ display screen or the FAQ search result screen, the FAQ·Web page linkage unit 203 can perform a screen transition to the detailed information page corresponding to this FAQ.

[0063] <FAQ display screen 1000> Next, an example of the FAQ display screen 1000 displayed on the user terminal when the FAQ link 401 is pressed on the menu list screen 400 shown in FIG. 4 will be described with reference to FIG. 10. FIG. 10 is a diagram showing an example of the FAQ display screen 1000.

[0064] On the FAQ display screen 1000 shown in FIG. 10, FAQs regarding all menus (that is, FAQs regarding all items directly under all headings) are displayed in a list. That is, as shown in FIG. 10, regarding menu 1 and item 1, one or more FAQs (questions and answers) corresponding to heading 1 to heading L 11 corresponding one or more FAQs (questions and answers) are displayed in a list. Similarly, regarding menu 1 and item 2, one or more FAQs corresponding to each heading are also displayed. The same applies to other menus and items. That is, on the FAQ display screen 1000 shown in FIG. 10, for menu i (where 1 ≤ i ≤ M) and item j (1 ≤ j ≤ N i ) regarding L ijOne or more FAQs corresponding to each of the headings are displayed in a list. When a user selects an FAQ from the list of FAQs, a detailed information page corresponding to the selected FAQ is displayed on the user terminal.

[0065] In the FAQ display screen 1000 shown in FIG. 10, when the web page link 1001 is pressed by the user, the item list screen 500 shown in FIG. 5 is displayed on the user terminal. Similarly, in the FAQ display screen 1000 shown in FIG. 10, when the web page link 1002 is pressed by the user, the heading list screen 600 shown in FIG. 6 is displayed on the user terminal.

[0066] Thus, when an FAQ link is pressed on a certain web page, the FAQ display screen 1000 displays (i.e., presents to the user) a list of FAQs corresponding to the headings that exist in a lower hierarchy than that web page on the site map 300. For example, when the FAQ link is pressed on the item list screen 500 regarding menu i, the FAQ display screen 1000 shows, for each of the L i ) (where 1 ≦ j ≦ N ij headings corresponding to each item j directly below menu i, one or more FAQs related to the item j are displayed in a list. Similarly, for example, when the FAQ link is pressed on the heading list screen 600 regarding menu i and item j, the FAQ display screen 1000 shows, for each of the L ij headings related to the item j of the menu i, one or more FAQs corresponding to the heading are displayed in a list.

[0067] <FAQ Search Result Screen 1100> Here, it is assumed that the user presses an FAQ link on the heading list screen 600 relating to menu 1 and item 2 to display the FAQ display screen 1000, and then a search is performed on the FAQs displayed in a list on this FAQ display screen 1000. An example of an FAQ search result screen 1100 displayed on the user terminal in this case will be described with reference to FIG. 11. FIG. 11 is a diagram showing an example of the FAQ search result screen 1100. Note that when searching for an FAQ, a search query is specified on the user terminal, and this search query may be specified, for example, on a subwindow of the FAQ display screen 1000, or may be specified by any other method.

[0068] 11 shows a case where the search results include FAQs (question and answer information) corresponding to "heading 3" of menu 1 and item 2. As described above, the search results are ranked by an arbitrary ranking method and then sorted in the order of "menu," "item," and "heading," so that FAQs related to the "menu" and "item" of the Web page that was viewed immediately before (i.e., "menu 1" and "item 2" in the example shown in FIG. 11) are displayed at the top, and FAQs related to other "menus" and other "items" are displayed in separate areas for distinction.

[0069] Therefore, on the FAQ search result screen 1100 shown in FIG. 11, among the FAQs included in the search results, the FAQ corresponding to "heading 3" of menu 1 and item 2 is displayed in the top display area 1101. Also, on the FAQ search result screen 1100 shown in FIG. 11, among the FAQs included in the search results, the FAQ corresponding to the heading of an item other than item 2, which is the same menu 1, is displayed in a display area 1102. Also, on the FAQ search result screen 1100 shown in FIG. 11, among the FAQs included in the search results, the FAQ corresponding to the heading of an item of a menu other than menu 1 is displayed in a display area 1103. At this time, in each of the display areas 1101 to 1103, the FAQs are displayed in the order ranked by the ranking method. Note that when a FAQ is selected by the user from the FAQs displayed in the display areas 1101 to 1103, a detailed information page corresponding to the selected FAQ is displayed on the user terminal.

[0070] As a result, FAQs related to the Web page that the user has just viewed are preferentially presented to the user, taking into consideration the site map of the Web site. However, for example, if the search results do not include FAQs related to the Web page that the user has just viewed, only ranking may be performed and the above sorting may not be performed.

[0071] Furthermore, the FAQ search result screen 1100 shown in FIG. 11 includes a web page link 1104 to the item list screen 500 related to Menu 1 and a web page link 1105 to the heading list screen 600 related to Menu 1 and Item 2. When the user presses the web page link 1104, the item list screen 500 related to Menu 1 is displayed on the user terminal. Similarly, when the user presses the web page link 1105, the heading list screen 600 related to Menu 1 and Item 2 is displayed on the user terminal. In addition, the display area 1102 also includes a web page link to the heading list screen 600 related to the corresponding item of Menu 1. Similarly, the display area 1103 also includes a web page link to the item list screen 500 related to the corresponding menu and a web page link to the heading list screen 600 related to the corresponding menu and the corresponding item.

[0072] <FAQ Prompting Process> Next, an example of the flow of the FAQ prompting process according to this embodiment will be described with reference to FIG. 12. FIG. 12 is a flowchart showing an example of the FAQ prompting process according to this embodiment.

[0073] The user terminal browses web pages (menu list screen 400, item list screen 500, heading list screen 600, detailed information page, etc.) within the website and performs screen transitions between web pages, etc. (step S101). Hereinafter, it is assumed that an FAQ link is pressed within a certain web page among the menu list screen 400, the item list screen 500, and the heading list screen 600, and the FAQ display screen 1000 is displayed on the user terminal.

[0074] When a search is started in the FAQ display screen 1000 (YES in step S102), a search query is specified on the user terminal, and the FAQ search unit 201 searches the transposed index information stored in the transposed index storage unit 204 based on the search query, and identifies an FAQ corresponding to the search query (step S103). Then, the FAQ search unit 201 refers to the FAQ database 205 (step S104), and sorts the FAQs identified in the above step S103 in the order of evaluation index (priority), menu, item, and heading (step S105). Then, the FAQ display unit 202 displays an FAQ search result screen 1100 including the FAQs sorted in the above step S105 as a search result on the user terminal (step S106). At this time, FAQs related to the "menus" and "items" of the Web page that was viewed immediately before are displayed at the top, and FAQs related to other "menus" and other "items" are displayed in another area.

[0075] When the user refers to a detailed information page corresponding to the FAQ (YES in step S107), the FAQ is selected on the user terminal, and the page ID corresponding to the FAQ is acquired by the FAQ / Web page linking unit 203 (step S108). Note that the FAQ / Web page linking unit 203 may refer to the FAQ database 205 and acquire the page ID 804 corresponding to the FAQ-ID 801 of the FAQ.

[0076] Then, the FAQ / Web page linking unit 203 refers to the URL database 206, acquires the page URL 902 corresponding to the page ID 901 that is the same as the page ID acquired in step S108 above, and displays the Web page (detailed information page) indicated by this page URL 902 on the user terminal (step S109). In this case, the process returns to step S101.

[0077] On the other hand, if the user does not refer to the detailed information page corresponding to the FAQ (NO in step S107) and continues the search within the FAQ display screen 1000 (YES in step S110), the process returns to step S103.

[0078] Furthermore, if a search is not started within the FAQ display screen 1000 (NO in step S102), and no web page browsing or screen transition between web pages is performed within the website (NO in step S111), the FAQ presentation process ends. On the other hand, if browsing of web pages or screen transition between web pages is performed within the website (YES in step S111), the process returns to step S101.

[0079] The present invention is not limited to the above-described embodiments specifically disclosed, and various modifications, changes, combinations with known technologies, etc. are possible without departing from the scope of the claims. [Explanation of symbols]

[0080] 10 FAQ presentation device 101 Input Device 102 Display device 103 External I / F 103a Recording media 104 Communication I / F 105 processors 106 Memory Device 107 Bus 201 FAQ Search Department 202 FAQ display area 203 FAQ / Web page linking section 204 Inverted Index Storage 205 FAQ database 206 URL Database

Claims

1. An information processing device connected to a terminal used by a user via a communication network, an FAQ storage unit that stores FAQ information and a detail page, which is a web page on which detailed information related to the FAQ information is posted, in association with each other; a display unit that displays on the terminal a first FAQ screen in which FAQ information associated with a detail page belonging to a lower hierarchy than the web page being displayed by the terminal at the time of the request is displayed, based on a hierarchical structure of a website composed of a plurality of web pages, when the display of FAQ information is requested from the terminal; An information processing device having the above configuration.

2. a search unit that searches for FAQ information that satisfies a search query from the FAQ information stored in the FAQ storage unit; The display unit is The information processing device according to claim 1 , further comprising: displaying, on the terminal, a second FAQ screen on which FAQ information satisfying the search query is displayed.

3. The search unit is ranking the FAQ information satisfying the search query using a predetermined ranking method, and then sorting the FAQ information based on the hierarchical structure; The display unit is The information processing apparatus according to claim 2 , wherein the second FAQ screen on which the sorted FAQ information is displayed is displayed on the terminal.

4. The display unit is The information processing device of claim 3, wherein the second FAQ screen is displayed on the terminal, in which FAQ information that satisfies the search query and that is associated with a detail page that belongs to a lower hierarchy than the web page displayed by the terminal at the time of the request is displayed in a differentiated manner from the remaining FAQ information.

5. a URL storage unit that stores URL information of the details page; The display unit is An information processing device as described in any one of claims 2 to 4, wherein when FAQ information is selected by a user on the first FAQ screen or the second FAQ screen, URL information of a details page corresponding to the selected FAQ information is obtained from the URL memory unit, and the details page indicated by the obtained URL information is displayed on the terminal.

6. An information processing device as described in any one of claims 2 to 5, wherein the first FAQ screen and the second FAQ screen display a link for transitioning to a web page displayed by the terminal at the time of the request, and, if the web page displayed by the terminal at the time of the request does not belong to the topmost hierarchy, a link for transitioning to a web page belonging to a higher hierarchy than the web page displayed by the terminal at the time of the request.

7. An information processing device connected to a terminal used by a user via a communication network, the information processing device having an FAQ storage unit that stores FAQ information in association with a detail page that is a web page on which detailed information related to the FAQ information is posted, a display step of displaying on the terminal, when a display of FAQ information is requested from the terminal, a first FAQ screen on the terminal, the first FAQ screen displaying FAQ information associated with a detail page belonging to a lower hierarchy than the web page being displayed by the terminal at the time of the request, based on a hierarchical structure of a website composed of a plurality of web pages; An information processing method for performing the above.

8. An information processing device connected to a terminal used by a user via a communication network, the information processing device having an FAQ storage unit that stores FAQ information in association with a detail page that is a web page on which detailed information related to the FAQ information is posted, a display step of displaying on the terminal, when a display of FAQ information is requested from the terminal, a first FAQ screen on the terminal, the first FAQ screen displaying FAQ information associated with a detail page belonging to a lower hierarchy than the web page being displayed by the terminal at the time of the request, based on a hierarchical structure of a website composed of a plurality of web pages; A program that executes the following.

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