Information Processing Apparatus, Information Processing Method, and Information Processing Program

Abstract

To comprehensively respond to incident calls.SOLUTION: An information processing device 10 acquires a response record of an incident that occurs in a plant, extracts a plurality of character strings related to the incident from text data included in the response record, identifies an appearance state in which each of the plurality of extracted character strings appears in the response record, and outputs a first screen that displays the appearance state for each character string.SELECTED DRAWING: Figure 2

Description

Technical Field

[0001] The present invention relates to an information processing apparatus, an information processing method, and an information processing program.

Background Art

[0002] In a system of a plant delivered to a customer (appropriately, "business operator"), when a failure or defect (appropriately, "incident") of a product occurs, a service engineer or operator (appropriately, "user") of the system supplier may receive an inquiry (Call) about the incident from the business operator by phone or email. Conventionally, when a user receives an inquiry about an incident (appropriately, "incident call"), the user registers the information as a response record (Case) in a CRM (Customer Relationship Management) system. In the CRM system, using an incident call database that stores the above response records, information such as business operator information, description of the incident, product, service office, person in charge, and response records until incident resolution are tracked, so the root cause of the incident can be identified by analyzing the response records for a certain period.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, in the prior art, it is difficult to comprehensively handle incident calls. For example, in the above response record, although the input items are determined, the description format is arbitrary, so the document information is inconsistent. Therefore, in the prior art, it is difficult to extract relevant character strings and highly important character strings from the response record and detect incidents caused by common causes.

[0005] The present invention has been made in view of the above, and an object thereof is to comprehensively handle incident calls.

Means for Solving the Problems

[0006] The present invention provides an information processing apparatus including: an acquisition unit that acquires a response record of an incident occurring in a plant; an extraction unit that extracts a plurality of character strings related to the incident from the text data included in the response record; and an output unit that specifies an appearance status of each of the plurality of extracted character strings in the response record and outputs a first screen for displaying the appearance status of each of the character strings.

[0007] Further, the present invention provides an information processing method in which a computer acquires a response record of an incident occurring in a plant, extracts a plurality of character strings related to the incident from the text data included in the response record, specifies an appearance status of each of the plurality of extracted character strings in the response record, and outputs a first screen for displaying the appearance status of each of the character strings.

[0008] Further, the present invention provides an information processing program for causing a computer to acquire a response record of an incident occurring in a plant, extract a plurality of character strings related to the incident from the text data included in the response record, specify an appearance status of each of the plurality of extracted character strings in the response record, and output a first screen for displaying the appearance status of each of the character strings.

Effects of the Invention

[0009] According to the present invention, there is an effect that it is possible to comprehensively handle an incident call.

Brief Description of the Drawings

[0010]

Figure 1

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Mode for Carrying Out the Invention

[0011] Hereinafter, an information processing apparatus, an information processing method, and an information processing program according to an embodiment of the present invention will be described in detail with reference to the drawings. Note that the present invention is not limited to the embodiments described below.

[0012] 〔Embodiment〕 Hereinafter, the configuration of the information processing system according to the embodiment, the configuration of the information processing apparatus and the like, and the flow of each process will be described in order, and finally the effects of the embodiment will be described.

[0013] 〔1. Configuration of Information Processing System 100〕 Using FIG. 1, the configuration of the information processing system 100 according to the embodiment will be described in detail. FIG. 1 is a diagram showing a configuration example of the information processing system 100 according to the embodiment. Hereinafter, the configuration example of the entire information processing system 100, the processing of the information processing system 100, and the effects of the information processing system 100 will be described in this order.

[0014] (1-1. Configuration example of the entire information processing system 100) The information processing system 100 includes an information processing device 10, user terminals 20 (20A, 20B, 20C, 20D) operated by users U (UA, UB, UC, UD), an incident call database 30, and an install base database 40. Here, the information processing device 10, the user terminals 20, the incident call database 30, and the install base database 40 are communicably connected by wire or wirelessly via a predetermined communication network (network) (not shown).

[0015] The information processing system 100 shown in FIG. 1 may include a plurality of information processing devices 10, a plurality of incident call databases 30, or a plurality of install base databases 40. Further, the information processing device 10 may be integrated with one or more of the incident call database 30 and the install base database 40.

[0016] (1-2. Processing of the entire information processing system 100) The processing of the entire information processing system 100 described above will be described. Note that the following steps S1 to S12 can also be executed in a different order. Also, some of the following steps S1 to S12 may be omitted.

[0017] (1-2-1. Processing of step S1) First, the information processing apparatus 10 collects incident response records from the user terminals 20 (step S1). For example, the information processing apparatus 10 collects response records from the user terminal 20B operated by the user UB, the user terminal 20C operated by the user UC, and the user terminal 20D operated by the user UD, respectively. Here, the incident response record is information input by a service engineer or an operator corresponding to an incident call, and includes the incident occurrence date and time, response record number (No), customer information regarding the business operator, product information, country / region information, person-in-charge information regarding the user U, response history information, and the like.

[0018] (1-2-2. Processing of step S2) Second, the information processing apparatus 10 stores the collected response records in the incident call database 30 (step S2). For example, the information processing apparatus 10 stores the response records collected from the user terminal 20 of the user U in the incident call database 30 in the order of the occurrence date and time. Details of the response records stored in the incident call database 30 will be described later.

[0019] (1-2-3. Processing of step S3) Third, the information processing apparatus 10 acquires response records from the incident call database 30 (step S3). For example, the information processing apparatus 10 acquires response records from the incident call database 30 in a date and time batch.

[0020] (1-2-4. Processing of step S4) Fourth, the information processing apparatus 10 extracts relevant keywords from the acquired response records (step S4). For example, the information processing apparatus 10 applies text mining to the summary, detailed description, and response content sentences of the incidents included in the response records to extract relevant keywords. At this time, the information processing apparatus 10 can also exclude extra keywords based on a list of exclusion keywords that are not relevant to the incident.

[0021] At this time, the information processing apparatus 10 can apply sentiment analysis to the voice data of the corresponding record and extract sentiment information such as positive, neutral, negative, etc. together with the related keywords. Further, the information processing apparatus 10 can extract sentiment information in a mixed state (mix) of positive, neutral, and negative, and sentiment information such as calm, anger, joy, sorrow, energy, etc. by using the voice data of the corresponding record.

[0022] (1-2-5. Processing of Step S5) Fifthly, the information processing apparatus 10 displays the extracted related keywords on the user terminal 20A operated by the user UA (step S5). For example, the information processing apparatus 10 displays the extracted related keywords as the first display screen on the dashboard of the BI (Business Intelligence) tool of the user terminal 20A.

[0023] At this time, the information processing apparatus 10 totals the appearance status of the extracted related keywords and displays the first display screen based on the total result. For example, the information processing apparatus 10 calculates the appearance frequency and moving average of the related keywords in the most recent 7 days, arranges the related keywords in descending order of appearance frequency, and displays the first display screen. Further, the information processing apparatus 10 compares the 7-day moving average today with the 7-day moving average yesterday, highlights the related keywords that are increasing in "red", and highlights the related keywords that are decreasing in "blue".

[0024] Furthermore, the information processing apparatus 10 can also highlight the corresponding keyword according to the ratio of emotional information such as positive, neutral, and negative in the corresponding response record. For example, the information processing apparatus 10 performs highlighting by increasing the shade of the color for displaying related keywords in the order of positive, neutral, and negative. Also, the information processing apparatus 10 may display icons indicating emotional information such as calm, anger, joy, sorrow, and energy. Note that the details of the first display screen will be described later.

[0025] (1-2-6. Processing of step S6) Sixthly, the information processing apparatus 10 receives the selection of a related keyword from the user terminal 20A (step S6). For example, the information processing apparatus 10 receives the related keyword "transmitter" selected by the user UA on the first display screen of the user terminal 20A.

[0026] (1-2-7. Processing of step S7) Seventhly, the information processing apparatus 10 aggregates the attribute information of the response records including the selected related keyword (step S7). Here, the attribute information is information indicating the occurrence status of incidents aggregated for each attribute of the response record including the selected related keyword, and is the number of occurrences and list of incidents aggregated for each target business operator, target device, occurrence time, occurrence location, occurrence reason, occurrence history, etc. related to the incident. For example, the information processing apparatus 10 aggregates the number of occurrences and list of incidents for each time, customer, product, country / region, reason, and response history of the response records including the selected related keyword "transmitter".

[0027] (1-2-8. Processing of step S8) Eighth, the information processing apparatus 10 displays the aggregated attribute information on the user terminal 20A operated by the user UA (step S8). For example, the information processing apparatus 10 graphs the number of incident occurrences for each of the corresponding recording time, customer, product, country / region, reason, and response history on the dashboard of the BI tool of the user terminal 20A and displays it as a second display screen. The details of the second display screen will be described later.

[0028] (1-2-9. Processing of step S9) Ninth, the information processing apparatus 10 receives a selection of the attribute information of the corresponding record from the user terminal 20A (step S9). For example, the information processing apparatus 10 receives the attribute information "Number of occurrences by country / region: Country A" selected by the user UA on the second display screen of the user terminal 20A.

[0029] (1-2-10. Processing of step S10) Tenth, the information processing apparatus 10 acquires the configuration information of the incorporated system from the installation base database 40 (step S10). Here, the configuration information is information regarding the configuration of the system incorporated into the plant, and includes the processors constituting the system, the mounting positions of input / output modules, the plant model, the version numbers and serial numbers of devices, and the like. For example, the information processing apparatus 10 acquires the configuration information of the incorporated system common to the country or region where the incident occurred from the installation base database 40.

[0030] (1-2-11. Processing of step S11) Eleventh, the information processing apparatus 10 aggregates the configuration information of the incorporated systems common to the selected attribute information (step S11). For example, when the attribute information "Number of occurrences by country / region: Country A" is selected, the information processing apparatus 10 aggregates the configuration information of the systems incorporated into the plants in "Country A". At this time, the information processing apparatus 10 may aggregate the configuration information for each of a plurality of countries, or may aggregate the configuration information for each region such as "Southeast Asia".

[0031] (1-2-12. Processing of step S12) 12th, the information processing apparatus 10 displays the aggregated configuration information of the submission system on the user terminal 20A operated by the user UA (step S12). For example, the information processing apparatus 10 lists the configuration information of the submission system in "Country A" on the dashboard of the BI tool of the user terminal 20A and displays it as the third display screen. The details of the third display screen will be described later.

[0032] (1-3. Effects of the information processing system 100) Hereinafter, as a reference technique, after explaining the problems of the technique used as a normal CRM system, the effects of the information processing system 100 will be described.

[0033] (1-3-1. Problems) In the reference technique, when a service engineer or an operator receives an inquiry (such as a phone call or an email) from a business operator who is a customer about an incident such as a product failure or defect, the information is registered in the CRM system as a response record. In the above CRM system, using a database that stores response records, response records up to the resolution of incidents such as business operator information, incident descriptions, products, service offices, and responsible persons are tracked. That is, in the above CRM system, it is possible to identify the root cause of an incident by analyzing the response records collected over a certain period. The above technique has the following problems.

[0034] First, although the input items of the response record are determined, the description format is arbitrary, so it is document information with fluctuations. Therefore, in the above technique, users of the CRM system such as service engineers and operators feel that the same kind of incident is occurring, but they cannot effectively aggregate and visualize it, so it is difficult to comprehensively respond to multiple incidents.

[0035] In addition, even when conditions such as the region, time, and product where an incident occurred are common, since the above conditions are not aggregated and visualized, the user must respond each time an incident occurs, that is, each time there is an inquiry from a customer. Therefore, with the above technology, it is difficult for the user to respond to incidents of the same cause in a timely manner.

[0036] (1-3-2. Overview) First, the information processing system 100 acquires response records of incidents occurring in the plant, extracts a plurality of keywords related to the incidents from the text data included in the response records, specifies the appearance status that appears in the response records for each of the plurality of keywords, and outputs a first display screen that displays the appearance status for each of the plurality of keywords. At this time, the information processing system 100 extracts a plurality of keywords using text mining, specifies the moving average of the appearance frequency and the number of appearances as the appearance status for each of the plurality of keywords, displays the plurality of keywords in the order of the current frequency, and outputs a first display screen that emphasizes and displays the keywords whose moving average shows an upward or downward trend. In addition, the information processing system 100 specifies the emotion at the time of responding to the incident from the voice data included in the response record, and outputs a first display screen that displays emotion information indicating the emotion together with the appearance status for each of the plurality of keywords.

[0037] Second, when the displayed keyword is selected, the information processing system 100 outputs a second display screen that displays the occurrence status of the incident for each attribute of the response record including the keyword. At this time, the information processing system 100 outputs a second display screen that displays the occurrence status for each of the target business operator, target device, occurrence time, occurrence location, occurrence reason, or occurrence history related to the incident as the attribute of the response record.

[0038] Thirdly, in the information processing system 100, when the attribute of the displayed correspondence record is selected, a third display screen is output that displays configuration information regarding the system of the plant that shares the attribute. At this time, in the information processing system 100, as the configuration information, a third display screen is output that displays the processor constituting the system, the mounting position of the input / output module, the plant model, the version number of the device, or the serial number of the device.

[0039] (1-3-3. Effect)

[0040] First, the information processing system 100 can apply text mining to the fluctuating document information (arbitrary description format) of the description of the correspondence record to extract relevant keywords, and further provide the user U with a first display screen that visualizes the appearance frequency and increase / decrease of the keywords. That is, the information processing system 100 can extract relevant keywords and highly important keywords from the correspondence record, and can identify and predict incidents occurring due to common causes at an early stage.

[0041] Second, the information processing system 100 can provide the user U with a second display screen that visualizes the attribute information of the corresponding correspondence record by selecting a keyword indicating the behavior to be noted. That is, the information processing system 100 can aggregate the correspondence records including the keyword to be analyzed for each attribute, and can detect incidents occurring due to common causes in a timely manner.

[0042] Thirdly, when a tendency is observed in the attributes of the correspondence records, the information processing system 100 can provide the user U with a third display screen that visualizes the configuration information of the corresponding supply system. That is, the information processing system 100 can aggregate the configuration information common to the attributes of the correspondence records to be analyzed, and can identify the root cause of incidents occurring due to common causes. In addition, when the root cause is identified, the information processing system 100 can search for the supply system corresponding to the root cause and implement comprehensive and specific countermeasures.

[0043] As described above, the information processing system 100 can comprehensively, promptly, and specifically respond to incident calls.

[0044] [2. Configuration of Information Processing Apparatus 10] Using FIGS. 2 to 7, the functional configurations of the respective apparatuses included in the information processing system 100 shown in FIG. 1 will be described. Hereinafter, a configuration example of the information processing apparatus 10 according to the embodiment, a specific example of the incident call database 30, a specific example of the installation base database 40, and a specific example of the display screen according to the embodiment will be described in detail.

[0045] (2-1. Configuration Example of Information Processing Apparatus 10) First, using FIG. 2, a configuration example of the information processing apparatus 10 shown in FIG. 1 will be described. FIG. 2 is a block diagram showing a configuration example of each apparatus according to the embodiment. The information processing apparatus 10 includes a communication unit 11, a storage unit 12, and a control unit 13. Note that the information processing apparatus 10 may include an input unit (e.g., a keyboard, a mouse, etc.) for receiving various operations from an administrator or the like of the information processing apparatus 10, and a display unit (e.g., a liquid crystal display, etc.) for displaying various information.

[0046] (2-1-1. Communication Unit 11) The communication unit 11 controls data communication with other apparatuses. For example, the communication unit 11 performs data communication with each communication apparatus via a router or the like. In addition, the communication unit 11 can perform data communication with an operator's terminal (not shown).

[0047] (2-1-2. Storage Unit 12) The storage unit 12 stores various information referred to when the control unit 13 operates and various information acquired when the control unit 13 operates. Here, the storage unit 12 can be realized by, for example, a semiconductor memory element such as a RAM (Random Access Memory) or a flash memory, or a storage device such as a hard disk or an optical disk. In the example of FIG. 2, the storage unit 12 is installed inside the information processing device 10, but it may be installed outside the information processing device 10, or a plurality of storage units may be installed.

[0048] (2-1-3. Control Unit 13) The control unit 13 controls the entire information processing device 10. The control unit 13 includes a collection unit 13a, an acquisition unit 13b, an extraction unit 13c, and an output unit 13d. Here, the control unit 13 can be realized by, for example, an electronic circuit such as a CPU (Central Processing Unit) or an MPU (Micro Processing Unit), or an integrated circuit such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field Programmable Gate Array).

[0049] (2-1-3-1. Collection Unit 13a) The collection unit 13a collects the incident response records from the user U. For example, the collection unit 13a collects, as the response records, information input by a service engineer or an operator corresponding to an incident call, including the incident date and time, response record No, customer information, product information, country / region information, person-in-charge information, response history information, etc. In addition, the collection unit 13a stores the collected response records in the incident call database 30. Furthermore, the collection unit 13a can also collect the configuration information of the delivery system. Also, the collection unit 13a can store the collected configuration information of the delivery system in the installation base database 40.

[0050] (2-1-3-2. Acquisition Unit 13b) The acquisition unit 13b acquires the response records of incidents occurring in the plant. For example, the acquisition unit 13b acquires the response records from the incident call database 30 in a date and time batch. In addition, the acquisition unit 13b acquires the selection of keywords and the selection of the attributes of the response records from the user terminal 20. Note that the acquisition unit 13b may store the acquired response records in the storage unit 12.

[0051] The acquisition unit 13b acquires the configuration information of the incorporated system from the installation base database 40. For example, as the configuration information, the acquisition unit 13b acquires information regarding the configuration of the system incorporated in the plant, such as the processors constituting the system, the installation positions of the input / output modules, the plant model, the version numbers and serial numbers of the devices, etc.

[0052] (2-1-3-3. Extraction unit 13c) The extraction unit 13c extracts a plurality of strings related to the incident from the text data included in the response record of the incident. For example, the extraction unit 13c extracts a plurality of strings related to the incident using text mining. At this time, the extraction unit 13c can also exclude extra keywords based on a list of exclusion keywords that are not relevant to the incident.

[0053] In addition, the extraction unit 13c identifies the emotion at the time of responding to the incident from the voice data included in the response record of the incident. For example, when the customer's voice is loud or the call time is long at the time of responding to the incident, the extraction unit 13c identifies a "negative" emotion such as anger. Also, when there is little change in the loudness of the customer's voice at the time of responding to the incident, the extraction unit 13c identifies a "neutral" emotion of a normal state of mind. Also, when a laugh is recognized in the customer's voice at the time of responding to the incident, the extraction unit 13c identifies a "positive" emotion such as joy.

[0054] (2-1-3-4. Output unit 13d) The output unit 13d identifies the appearance status that appears in the correspondence record for each of the plurality of extracted character strings, and outputs a first screen (first display screen) that displays the appearance status for each character string. For example, the output unit 13d identifies the appearance frequency and the moving average of the number of appearances as the appearance status for each of the plurality of extracted character strings, displays a plurality of character strings in the order of the appearance frequency, and emphasizes and displays the character strings whose moving average shows an upward or downward trend.

[0055] Here, an example where the number of appearances of the related keyword "transmitter" in the most recent 8 days including today is {5, 7, 8, 6, 6, 3, 5, 7} will be used for explanation. The output unit 13d calculates the appearance frequency "42", which is the sum of the number of appearances {7, 8, 6, 6, 3, 5, 7} in the most recent 7 days. Similarly, the output unit 13d calculates the appearance frequencies of other related keywords, and displays the related keywords in descending or ascending order of the appearance frequency.

[0056] In addition, the output unit 13d calculates the moving average "5.71" for the most recent 7 days up to yesterday from the number of appearances {5, 7, 8, 6, 6, 3, 5} for the most recent 7 days up to yesterday, and calculates the moving average "6.00" for the most recent 7 days up to today from the number of appearances {7, 8, 6, 6, 3, 5, 7} for the most recent 7 days up to today. At this time, since the moving average has increased from "5.71" to "6.00", the output unit 13d determines that the related keyword "transmitter" is on an upward trend, and displays the related keyword "transmitter" in red. Note that the output unit 13d can also display it in yellow if there is no change in the moving average, or in blue if the moving average decreases and shows a downward trend. However, the colors and display methods used for highlighting are not limited.

[0057] The output unit 13d outputs a first screen that displays emotion information indicating emotion along with the occurrence status for each of the plurality of extracted character strings. For example, when there are many "negative" emotions such as anger in the emotion identified together with the related keyword "transmitter" that is on an upward trend, the output unit 13d can also display it using dark red. Also, when there are many "neutral" emotions such as a normal state of mind in the emotion identified together with the related keyword, the output unit 13d displays it using normal-shaded red. Further, when there are many "positive" emotions such as joy in the emotion identified together with the related keyword, the output unit 13d displays it using light red.

[0058] When one character string (the first character string) among the plurality of displayed character strings is selected, the output unit 13d outputs a second screen (second display screen) that displays the occurrence status of incidents for each attribute of the corresponding record including the selected character string. For example, as the attributes of the corresponding record, the output unit 13d outputs a second screen that displays the occurrence status for each of the target business operator related to the incident, the target device, the occurrence time, the occurrence location, the reason for occurrence, or the occurrence history.

[0059] When the attribute of the displayed corresponding record is selected, the output unit 13d outputs a third screen (third display screen) that displays the configuration information regarding the plant system in which the selected attributes are common. For example, as the configuration information, the output unit 13d outputs a third screen that displays the processor constituting the plant system, the mounting position of the input / output module, the plant model, the version number of the device, or the serial number of the device, etc.

[0060] (2-2. Specific Example of Incident Call Database 30) Using FIG. 3, a specific example of the incident call database 30 shown in FIG. 1 will be described. FIG. 3 is a diagram showing an example of the incident call database 30 according to the embodiment. For example, the incident call database 30 stores the response records of incident calls for each item such as "Occurrence Date and Time", "Response Record No.", "Customer Information", "Product Information", "Country / Region Information", "Person in Charge Information", "Response History Information", etc. Hereinafter, specific examples of the response records for each item shown in FIG. 3 will be described.

[0061] (2-2-1. Occurrence Date and Time) The incident call database 30 stores the response records for each "Occurrence Date and Time". For example, the incident call database 30 stores the year, month, and day when the incident occurred, as well as the hour, minute, and second when it occurred. At this time, the incident call database 30 may store the time when the user U received the incident call, or the time when the incident was resolved. In the example of FIG. 3, the incident call database 30 stores "2021-01-01 06:25:00", "2021-01-02 16:00:00", "2021-01-03 19:01:00", "2021-01-04 08:01:00", "2021-01-04 15:45:00",... in the order in which the incidents occurred.

[0062] (2-2-2. Response Record No) The incident call database 30 stores the response records for each "Response Record No". For example, the incident call database 30 stores the "Response Record No" assigned a number in the order in which the user U registered the response records. In the example of FIG. 3, the incident call database 30 stores "Case-00001", "Case-00002", "Case-00003", "Case-00004", "Case-00005",... in the order in which the user U registered the response records.

[0063] (2-2-3. Customer Information) The incident call database 30 stores corresponding records for each "customer information". For example, the incident call database 30 records the name of the vendor having the plant where the incident occurred or the identification information of the plant. In the example of Figure 3, the incident call database 30 stores, as the names of the vendors, "Vendor A", "Vendor B", "Vendor C", "Vendor D", "Vendor E", ···.

[0064] (2-2-4. Product Information) The incident call database 30 stores corresponding records for each "product information". For example, the incident call database 30 records the identification information of the product where the incident occurred. In the example of Figure 3, the incident call database 30 stores, as the names of the products, "Product C", "Product C", "Product A", "Product A", "Product B", ···.

[0065] (2-2-5. Country / Region Information) The incident call database 30 stores corresponding records for each "country / region information". For example, the incident call database 30 records the country or region to which the vendor or plant where the incident occurred belongs. In the example of Figure 3, the incident call database 30 stores, as the names of the countries, "Country A", "Country B", "Country A", "Country A", "Country C", ···.

[0066] (2-2-6. Person-in-Charge Information) The incident call database 30 stores corresponding records for each "person-in-charge information". For example, the incident call database 30 records the identification information of the service engineer or operator who responded to the incident call. In the example of Figure 3, the incident call database 30 stores, as the identification information of the person-in-charge, "Person-in-charge A005", "Person-in-charge B026", "Person-in-charge A126", "Person-in-charge A820", "Person-in-charge C059", ···.

[0067] (2-2-7. Response History Information) The incident call database 30 stores response records for each "response history information". For example, the incident call database 30 stores, as the history corresponding to the incident call, the summary of the incident, the detailed description, the response content, etc. In the example of FIG. 3, the incident call database 30 stores, as the response history, "response history 00001", "response history 00002", "response history 00003", "response history 00004", "response history 00005", ···.

[0068] (2-2-8. Others) The incident call database 30 may store response records for each item other than the items shown above. For example, the incident call database 30 may store response records for each item such as "case reason", "on-call service", "bench repair", "calibration", "scheduled maintenance", "security", etc., which are the reasons for the occurrence of the incident.

[0069] (2-3. Specific Example of the Installation Base Database 40) Using FIG. 4, a specific example of the installation base database 40 shown in FIG. 1 will be described. FIG. 4 is a diagram showing an example of the installation base database 40 according to the embodiment. For example, the installation base database 40 stores configuration information for each incorporated plant for each item such as "system ID", "CPU", "input / output module", "model", "version number", "serial number", etc. Hereinafter, specific examples of the configuration information for each item shown in FIG. 4 will be described.

[0070] (2-3-1. System ID) The installation base database 40 stores configuration information for each "system ID", which is the identification information of the incorporated system. For example, the installation base database 40 stores configuration information such as "CPU (Central Processing Unit)", "input / output module", "model", "version number", "serial number", etc., which will be described below. In the example of FIG. 4, the installation base database 40 stores "control system 001", etc.

[0071] (2-3-2. Corresponding record No) The installation base database 40 stores configuration information for each "CPU", which is the processor that constitutes the incorporated system. For example, the installation base database 40 stores configuration information such as "input / output module", "model", "version number", "serial number", etc., which will be described below. In the example of FIG. 4, the installation base database 40 stores "CPU001", "CPU002", ··· as the processors that constitute the system with the system ID "control system 001".

[0072] (2-3-3. Input / output module) The installation base database 40 stores configuration information for each "input / output module" corresponding to the "CPU". For example, the installation base database 40 records the identification information of the installation position of the input / output module. In the example of FIG. 4, the installation base database 40 stores "module 001", "module 002", "module 003" corresponding to the processor "CPU001", and "module 001", "module 002", "module 003" corresponding to the processor "CPU002" as the identification information of the installation position of the input / output module.

[0073] (2-3-4. Model) The installation base database 40 stores corresponding records for each "model". For example, the installation base database 40 stores the identification information of the plant model. In the example of FIG. 4, the installation base database 40 stores "Model A", "Model B", "Model C" corresponding to the processor "CPU001", and "Model A", "Model B", "Model C" corresponding to the processor "CPU002" as the identification information of the implementation positions of the input / output modules.

[0074] (2-3-5. Version Number) The installation base database 40 stores corresponding records for each "version number". For example, the installation base database 40 stores the version numbers of the devices constituting the plant. In the example of FIG. 5, the installation base database 40 stores "Version Number aaaa", "Version Number bbbb", "Version Number cccc" corresponding to the processor "CPU001", and "Version Number dddd", "Version Number eeee", "Version Number ffff" corresponding to the processor "CPU002" as the version numbers of the devices.

[0075] (2-3-6. Serial Number) The installation base database 40 stores corresponding records for each "serial number". For example, the installation base database 40 stores the serial numbers of the devices constituting the plant. In the example of FIG. 5, the installation base database 40 stores "Serial Number xxxx", "Serial Number yyyy", "Serial Number zzzz" corresponding to the processor "CPU001", and "Serial Number vvvv", "Serial Number wwww", "Serial Number uuuu" corresponding to the processor "CPU002" as the serial numbers of the devices.

[0076] (2-4. Specific Example of the First Display Screen) Using FIG. 5, a specific example of the first display screen output by the output unit 13d of the information processing apparatus 10 to the user terminal 20 will be described. FIG. 5 is a diagram showing an example of the first display screen according to the embodiment. Hereinafter, the display order of related keywords and the order of highlighting related keywords will be described.

[0077] (2-4-1. Display order of related keywords) As shown in FIG. 5, the information processing apparatus 10 displays related keywords extracted in the order of the appearance frequency (the number in the center of the rectangle) as the "keyword of the day". In the example of FIG. 5, since "display in descending order of appearance frequency" is selected by the radio button in the information processing apparatus 10, the keywords with higher appearance frequencies are displayed in the order of "keyword D" (appearance frequency: 314), "keyword J" (appearance frequency: 121), "keyword C" (appearance frequency: 86), "keyword L" (appearance frequency: 77), "keyword F" (appearance frequency: 65), "keyword K" (appearance frequency: 52), "keyword I" (appearance frequency: 40), "keyword M" (appearance frequency: 39), "keyword H" (appearance frequency: 33), "keyword A" (appearance frequency: 29), "keyword B" (appearance frequency: 15), "keyword E" (appearance frequency: 12), ···. Further, when "display in ascending order of appearance frequency" is selected by the radio button in the information processing apparatus 10, it can also be displayed in the order of decreasing appearance frequency.

[0078] (2-4-2. Highlighting of related keywords) As shown in FIG. 5, the information processing apparatus 10 displays colors indicating increases and decreases in related keywords (for example, increase: red, no change: yellow, decrease: blue). In the example of FIG. 5, the information processing apparatus 10 displays the colors as follows: for "keyword D" and "keyword C", which indicate an increase, a color with diagonal lines; for "keyword L", "keyword F", "keyword H", and "keyword A", which indicate a decrease, a shaded color; and for the other "keyword J", "keyword K", "keyword I", "keyword M", "keyword B", and "keyword E", which indicate no change, no color display. Further, as shown in FIG. 5, when a related keyword is increasing (such as "keyword D" and "keyword C"), the information processing apparatus 10 may use icons such as an upward arrow to highlight the increase or decrease, and when a related keyword is decreasing (such as "keyword L", "keyword F", "keyword H", and "keyword A"), a downward arrow.

[0079] (2-4-3. Other display methods) Furthermore, the information processing apparatus 10 can also display information indicating emotional information together with the related keywords. For example, when the emotion specified together with the related keyword has a lot of "negative" such as anger, the information processing apparatus 10 can display it using a dark color. Also, when the emotion specified together with the related keyword has a lot of "neutral" such as a normal state of mind, the information processing apparatus 10 can display it using a color with normal shading. Further, when the emotion specified together with the related keyword has a lot of "positive" such as joy, the information processing apparatus 10 can display it using a light color. Also, the information processing apparatus 10 may display icons indicating emotional information such as "normal state of mind", "anger", "joy", "sadness", and "vitality".

[0080] In addition, the information processing apparatus 10 can also highlight related keywords using the standard deviation σ of the appearance frequency of the related keywords. For example, the information processing apparatus 10 can set the threshold of the appearance frequency to σ or 2σ and display the related keywords exceeding the threshold in red.

[0081] (2-5. Specific example of the second display screen) Using FIG. 6, a specific example of the second display screen output by the output unit 13d of the information processing apparatus 10 to the user terminal 20 will be described. FIG. 6 is a diagram showing an example of the second display screen according to the embodiment. In the example of FIG. 6, an example in which the user U selects "keyword D" on the above-described first display screen will be described. Hereinafter, the attribute information "number of incidents by time period", "number of incidents by customer", "number of incidents by product", "number of incidents by country / region", "number of incidents by reason", and "response history" will be described in this order.

[0082] (2-5-1. Number of Incidents by Time Period) As shown in FIG. 6(1), the information processing apparatus 10 displays, as the "number of incidents by time period", the number of incidents in which "keyword D" appeared in the correspondence record in the most recent one week, using a line graph with the horizontal axis representing the day of the week and the vertical axis representing the number of incidents. At this time, the information processing apparatus 10 can expand the detailed screen of an individual correspondence record. For example, when the user U clicks on "Wednesday" as the day of the week, the information processing apparatus 10 can display a list of correspondence records for that day of the week.

[0083] As described above, the graph showing the "number of incidents by time period" visualizes the attribute of "When" (the occurrence time of the incident), such as when the correspondence record was registered and how much time has passed from registration to completion of the response.

[0084] (2-5-2. Number of Incidents by Customer) As shown in FIG. 6(2), the information processing apparatus 10 displays, as the "number of incidents by customer", the number of incidents in which "keyword D" appeared in the correspondence record in the most recent one week, using a bar graph with the horizontal axis representing the number of incidents and the vertical axis representing the name of the business operator. At this time, the information processing apparatus 10 can expand the detailed screen of an individual correspondence record. For example, when the user U clicks on "Business Operator A", the information processing apparatus 10 can display a list of correspondence records for "Business Operator A".

[0085] As described above, the graph of "number of incidents by customer" visualizes the attributes of "Who" (the business entity related to the incident), such as which customer the response record is from and which service office is handling it.

[0086] (2-5-3. Number of incidents by product) As shown in Fig. 6(3), the information processing apparatus 10 displays, as the "number of incidents by product", the number of incidents in which the "keyword D" appeared in the response record in the most recent one week, using a bar graph with the number of incidents on the horizontal axis and the product name on the vertical axis. At this time, the information processing apparatus 10 can expand the detailed screen of the individual response record. For example, when the user U clicks on "Product A", the information processing apparatus 10 can display a list of the response records of "Product A".

[0087] As described above, the graph of the "number of incidents by product" visualizes the attributes of "What" (the target product related to the incident), such as which product the response record is about and which version or revision it is.

[0088] (2-5-4. Number of incidents by country / region) As shown in Fig. 6(4), the information processing apparatus 10 displays, as the "number of incidents by country / region", the number of incidents in which the "keyword D" appeared in the response record in the most recent one week, using a map with color-coding for each category of the number of incidents. In the example of Fig. 6(4), there are more incidents in the countries indicated by the diagonal lines. At this time, the information processing apparatus 10 can expand the detailed screen of the individual response record. For example, when the user U clicks on "Country A" (not shown) on the map, the information processing apparatus 10 can display a list of the response records of "Country A".

[0089] As described above, the map of the "number of incidents by country / region" visualizes the attributes of "Where" (the location where the incident occurred), such as from which country or region the response record is.

[0090] (2-5-5. Number of incidents by reason) As shown in FIG. 6(5), the information processing apparatus 10 displays, as the "number of incidents by reason", the number of incidents in which "keyword D" appeared in the correspondence record in the most recent one week, using a bar graph with the number of incidents on the horizontal axis and the type of reason on the vertical axis. At this time, the information processing apparatus 10 can expand the detailed screen of an individual correspondence record. For example, when the user U clicks on "reason A", the information processing apparatus 10 can display a list of correspondence records for "reason A".

[0091] As described above, the graph of the "number of incidents by reason" visualizes the attribute of "Why" (the reason for the occurrence of the incident), such as for what reason the correspondence record was registered.

[0092] (2-5-6. Correspondence history) As shown in FIG. 6(6), the information processing apparatus 10 displays, as the "correspondence history", a list of "occurrence date and time", "correspondence record No.", and "correspondence record title" for the incidents in which "keyword D" appeared in the correspondence record in the most recent one week. At this time, the information processing apparatus 10 can expand the detailed screen of an individual correspondence record. For example, when the user U clicks on the correspondence record No. "Case-00213", the information processing apparatus 10 can display the detailed description of "Case-00213".

[0093] As described above, the list showing the "correspondence history" visualizes the attribute of "How" (the occurrence history of the incident), such as in what situation the incident occurred, including data on the installation environment (dust, temperature and humidity), regional climate, neutron rays, and the time since the product was delivered.

[0094] (2-5-7. Others) The information processing device 10 can also display attribute information other than the above. For example, the information processing device 10 can also display the aggregation result such as "the number of incidents per corresponding site" of a plant corresponding to an incident as attribute information. Further, the information processing device 10 can also display only the attribute information pre-selected by the user U among the above attribute information. Furthermore, the information processing device 10 can display a list of the items of the above attribute information and expand and display only the attribute information of the item clicked by the user U.

[0095] (2-6. Specific Example of the Third Display Screen) Using FIG. 7, a specific example of the third display screen output by the output unit 13d of the information processing device 10 to the user terminal 20 will be described. FIG. 7 is a diagram showing an example of the third display screen according to the embodiment. In the example of FIG. 7, an example in which the user U selects "Number of Incidents by Country / Region: Country A" in the above-described second display screen will be described. For example, the information processing device 10 outputs the third display screen as shown in the example of FIG. 7 when the user U double-clicks on "Country A" on the map of "Number of Incidents by Country / Region" on the second display screen. Hereinafter, the aggregation conditions and the incorporated system configuration information will be described in this order.

[0096] (2-6-1. Aggregation Conditions) As shown in FIG. 7, the information processing device 10 displays radio buttons that can select "aggregation by time period", "aggregation by customer", "aggregation by product", "aggregation by country / region", "aggregation by reason", "other aggregations", etc. as aggregation conditions. Further, the information processing device 10 may further provide a selectable display (e.g., a drop-down list from which "Product A", "Product B", and "Product C" can be selected) as the aggregation condition. In the example of FIG. 7, the aggregation condition "aggregation by country / region" is selected, but the information processing device 10 can also switch and display a list of configuration information aggregated according to the aggregation condition when the user U selects another aggregation condition by a click operation.

[0097] (2-6-2. Incorporated System Configuration Information) As shown in FIG. 7, the information processing apparatus 10 displays, as the delivery system configuration information, a list of "system ID", "CPU", "input / output module", "model",... indicating the details of the system delivered to "Country A". In the example of FIG. 7, it can be seen that the hatched "CPU 002" is commonly involved among various devices constituting the incident that occurred in "Country A". That is, the user U can identify that the "CPU 002" is highly likely to be the root cause of the incident in the related keyword "keyword D" and the occurrence location "Country A".

[0098] [3. Flow of Processing of Information Processing System 100] The flow of processing of the information processing system 100 according to the embodiment will be described with reference to FIG. 8. FIG. 8 is a flowchart showing an example of the flow of information processing according to the embodiment. Note that the processes of the following steps S101 to S107 can also be executed in a different order. Also, some of the processes of the following steps S101 to S107 may be omitted.

[0099] (3-1. Processing of Step S101) First, the information processing apparatus 10 collects and stores the correspondence records (step S101). For example, the information processing apparatus 10 collects the correspondence records from the user terminal 20 and stores them in the incident call database 30.

[0100] (3-2. Processing of Step S102) Second, the information processing apparatus 10 acquires the correspondence records (step S102). For example, the information processing apparatus 10 acquires the correspondence records from the incident call database 30 in a date-time batch.

[0101] (3-3. Processing of Step S103) Third, the information processing apparatus 10 outputs the first display screen (step S103). For example, the information processing apparatus 10 outputs the first display screen with the related keywords displayed in the order of the appearance frequency to the user terminal 20 of the user U.

[0102] (3-4. Process of Step S104) Fourthly, the information processing apparatus 10 receives a selection of related keywords from the user U (step S104). At this time, when the user U selects a related keyword (step S104: Yes), the information processing apparatus 10 proceeds to the process of step S105. On the other hand, when the user U does not select a related keyword (step S104: No), the information processing apparatus 10 ends the process.

[0103] (3-5. Process of Step S105) Fifthly, the information processing apparatus 10 outputs a second display screen (step S105). For example, the information processing apparatus 10 outputs to the user terminal 20 of the user U a second display screen displaying the attribute information of the corresponding record.

[0104] (3-6. Process of Step S106) Sixthly, the information processing apparatus 10 receives a selection of the attribute information of the corresponding record from the user U (step S106). At this time, when the user U selects a related keyword (step S106: Yes), the information processing apparatus 10 proceeds to the process of step S107. On the other hand, when the user U does not select the attribute information (step S106: No), the information processing apparatus 10 ends the process.

[0105] (3-7. Process of Step S107) Seventhly, the information processing apparatus 10 outputs a third display screen (step S107) and ends the process. For example, the information processing apparatus 10 outputs to the user terminal 20 of the user U a third display screen displaying the configuration information of the delivery system.

[0106] [4. Effects of the Embodiment] Finally, the effects of the embodiment will be described. Hereinafter, effects 1 to 7 corresponding to the processes according to the embodiment will be described.

[0107] (4-1. Effect 1) First, in the process according to the above-described embodiment, incident response records generated in the plant are acquired, a plurality of character strings related to the incident are extracted from the text data included in the response records, the appearance status in the response records is specified for each of the plurality of extracted character strings, and a first display screen for displaying the appearance status for each character string is output. Therefore, in the process according to the embodiment, it is possible to comprehensively respond to incident calls.

[0108] (4-2. Effect 2) Second, in the process according to the above-described embodiment, a plurality of character strings are extracted using text mining, the moving average of the appearance frequency and the number of appearances is specified as the appearance status for each of the plurality of extracted character strings, a plurality of character strings are displayed in the order of the appearance frequency, and a first display screen for highlighting and displaying the character strings whose moving average shows an upward or downward trend is output. Therefore, in the process according to the embodiment, it is possible to comprehensively respond to incident calls by calculating the appearance frequency and increase or decrease of the character strings included in the response records.

[0109] (4-3. Effect 3) Third, in the process according to the above-described embodiment, the emotion at the time of incident response is specified from the voice data included in the response records, and emotion information indicating the emotion is displayed together with the appearance status for each of the plurality of extracted character strings. Therefore, in the process according to the embodiment, it is possible to comprehensively respond to incident calls by performing emotion analysis on the voice data included in the response records.

[0110] (4-4. Effect 4) Fourth, in the process according to the above-described embodiment, when one of the plurality of displayed character strings is selected, a second display screen for displaying the occurrence status of the incident for each attribute of the response record including the selected character string is output. Therefore, in the process according to the embodiment, it is possible to comprehensively respond to incident calls by analyzing the attribute information of the response records.

[0111] (4-5. Effect 5) Fifthly, in the process according to the above-described embodiment, as an attribute of the corresponding record, a second display screen for displaying the occurrence status of the incident for each target business operator, target device, occurrence time, occurrence location, occurrence reason, or occurrence history related to the incident is output. Therefore, in the process according to the embodiment, by more effectively analyzing the attribute information of the corresponding record, it is possible to comprehensively respond to the incident call.

[0112] (4-6. Effect 6) Sixthly, in the process according to the above-described embodiment, when the attribute of the displayed corresponding record is selected, a third display screen for displaying configuration information related to the system of the plant in which the selected attributes are common is output. Therefore, in the process according to the embodiment, by analyzing the configuration information of the incorporated system, it is possible to comprehensively respond to the incident call.

[0113] (4-7. Effect 7) Seventhly, in the process according to the above-described embodiment, as the configuration information of the incorporated system, a third display screen for displaying the processor constituting the system, the mounting position of the input / output module, the plant model, the version number of the device, or the serial number of the device is output. Therefore, in the process according to the embodiment, by more effectively analyzing the configuration information of the incorporated system, it is possible to comprehensively respond to the incident call.

[0114] [System] Regarding the processing procedures, control procedures, specific names, and information including various data and parameters shown in the above documents and drawings, they can be arbitrarily changed unless otherwise specified.

[0115] Also, each component of each illustrated device is a functional concept, and it is not necessarily physically configured as shown in the figure. That is, the specific form of the dispersion and integration of each device is not limited to that shown in the figure. In other words, all or part of it can be functionally or physically dispersed and integrated in any unit according to various loads and usage situations.

[0116] Furthermore, all or any part of each processing function performed by each device can be implemented by a CPU and a program analyzed and executed by the CPU, or can be implemented as hardware by wired logic.

[0117] 〔Hardware〕 Next, an example of the hardware configuration of the information processing apparatus 10 will be described. FIG. 9 is a diagram for explaining an example of the hardware configuration. As shown in FIG. 9, the information processing apparatus 10 includes a communication device 10a, an HDD (Hard Disk Drive) 10b, a memory 10c, and a processor 10d. Further, each part shown in FIG. 9 is mutually connected by a bus or the like.

[0118] The communication device 10a is a network interface card or the like and communicates with other servers. The HDD 10b stores programs and databases for operating the functions shown in FIG. 2.

[0119] The processor 10d reads out a program for executing the same processing as each processing unit shown in FIG. 2 from the HDD 10b or the like and expands it in the memory 10c, thereby operating a process for executing each function described in FIG. 2 and the like. For example, this process executes the same functions as each processing unit included in the information processing apparatus 10. Specifically, the processor 10d reads out a program having the same functions as the collection unit 13a, the acquisition unit 13b, the extraction unit 13c, the output unit 13d, etc. from the HDD 10b or the like. Then, the processor 10d executes a process for executing the same processing as the collection unit 13a, the acquisition unit 13b, the extraction unit 13c, the output unit 13d, etc.

[0120] In this way, the information processing apparatus 10 operates as an apparatus that executes various processing methods by reading and executing a program. Further, the information processing apparatus 10 can also realize the same functions as those in the above-described embodiments by reading the program from the recording medium by the medium reading apparatus and executing the read program. Note that the program in this other embodiment is not limited to being executed by the information processing apparatus 10. For example, the present invention can be similarly applied when another computer or server executes the program, or when these cooperate to execute the program.

[0121] This program can be distributed via a network such as the Internet. Further, this program is recorded on a computer-readable recording medium such as a hard disk, a flexible disk (FD), a CD-ROM, a MO (Magneto-Optical disk), a DVD (Digital Versatile Disc), etc., and can be executed by being read from the recording medium by a computer.

Explanation of Signs

[0122] 10 Information processing apparatus 11 Communication unit 12 Storage unit 13 Control unit 13a Collection unit 13b Acquisition unit 13c Extraction unit 13d Output unit 20 User terminal 30 Incident call database 40 Installation base database 100 Information processing system

Claims

1. An acquisition unit that acquires a response record of an incident occurring in a plant; An extraction unit that extracts a plurality of character strings related to the incident from the text data included in the response record; An output unit that specifies the appearance status of each of the plurality of extracted character strings in the response record and outputs a first screen that displays the appearance status of each character string; Comprising: The extraction unit: Extracts a plurality of the character strings using text mining; The output unit: Specifies the appearance frequency and the moving average of the number of appearances of each of the plurality of extracted character strings as the appearance status, displays the character strings in the order of the appearance frequency, and outputs the first screen that highlights and displays the character strings whose moving average shows an upward or downward trend; An information processing apparatus.

2. An acquisition unit that acquires a response record of an incident occurring in a plant; An extraction unit that extracts a plurality of character strings related to the incident from the text data included in the response record; An output unit that specifies the appearance status of each of the plurality of extracted character strings in the response record and outputs a first screen that displays the appearance status of each character string; Comprising: The extraction unit: Identifies the emotion at the time of responding to the incident from the voice data included in the response record; The output unit: Outputs the first screen that displays the emotion information indicating the emotion together with the appearance status of each of the plurality of extracted character strings; An information processing apparatus.

3. An acquisition unit that acquires a response record of an incident occurring in a plant; An extraction unit that extracts a plurality of character strings related to the incident from the text data included in the response record; An output unit that specifies the appearance status of each of the plurality of extracted character strings in the response record and outputs a first screen that displays the appearance status of each character string; Comprising: The output unit: When a first character string is selected from among the plurality of displayed character strings, outputs a second screen that displays the occurrence status of the incident for each attribute of the response record including the first character string; An information processing apparatus.

4. An acquisition unit that acquires a response record of an incident occurring in a plant; An extraction unit that extracts a plurality of character strings related to the incident from the text data included in the response record; An output unit that specifies the occurrence status that appears in the corresponding record for each of the plurality of extracted character strings, and outputs a first screen that displays the occurrence status for each of the character strings; comprising; The output unit When a first character string is selected from among the plurality of displayed character strings, outputs a second screen that displays the occurrence status of the incident for each attribute of the corresponding record including the first character string. The output unit As the attribute, outputs the second screen that displays the occurrence status for each of the target business operator, target device, occurrence time, occurrence location, occurrence reason, or occurrence history related to the incident. An information processing apparatus.

5. An acquisition unit that acquires a corresponding record of an incident occurring in a plant, An extraction unit that extracts a plurality of character strings related to the incident from the text data included in the corresponding record, An output unit that specifies the occurrence status that appears in the corresponding record for each of the plurality of extracted character strings, and outputs a first screen that displays the occurrence status for each of the character strings; comprising; The output unit When a first character string is selected from among the plurality of displayed character strings, outputs a second screen that displays the occurrence status of the incident for each attribute of the corresponding record including the first character string. The output unit When the displayed attribute is selected, outputs a third screen that displays configuration information related to the system of the plant in which the selected attributes are common. An information processing apparatus.

6. An acquisition unit that acquires a corresponding record of an incident occurring in a plant, An extraction unit that extracts a plurality of character strings related to the incident from the text data included in the corresponding record, An output unit that specifies the occurrence status that appears in the corresponding record for each of the plurality of extracted character strings, and outputs a first screen that displays the occurrence status for each of the character strings; comprising; The output unit When a first character string is selected from among the plurality of displayed character strings, outputs a second screen that displays the occurrence status of the incident for each attribute of the corresponding record including the first character string. The output unit When the displayed attribute is selected, outputs a third screen that displays configuration information related to the system of the plant in which the selected attributes are common. The output unit As the configuration information, output the third screen that displays a processor constituting the system, an implementation position of an input / output module, a plant model, a version number of a device, or a serial number of the device. An information processing apparatus.

7. A computer acquires a response record of an incident occurring in a plant, extracts a plurality of character strings related to the incident from text data included in the response record, identifies an appearance status that appears in the response record for each of the plurality of extracted character strings, and outputs a first screen that displays the appearance status for each of the character strings. executes a process, extracts the plurality of character strings using text mining, identifies a moving average of the appearance frequency and the number of appearances as the appearance status for each of the plurality of extracted character strings, displays the character strings in order of the appearance frequency, and outputs the first screen that emphasizes and displays a character string whose moving average shows an upward or downward trend. An information processing method.

8. A computer acquires a response record of an incident occurring in a plant, extracts a plurality of character strings related to the incident from text data included in the response record, identifies an appearance status that appears in the response record for each of the plurality of extracted character strings, and outputs a first screen that displays the appearance status for each of the character strings. executes a process, extracts the plurality of character strings using text mining, identifies a moving average of the appearance frequency and the number of appearances as the appearance status for each of the plurality of extracted character strings, displays the character strings in order of the appearance frequency, and outputs the first screen that emphasizes and displays a character string whose moving average shows an upward or downward trend. An information processing program.

9. A computer acquires a response record of an incident occurring in a plant, extracts a plurality of character strings related to the incident from text data included in the response record, identifies an appearance status that appears in the response record for each of the plurality of extracted character strings, and outputs a first screen that displays the appearance status for each of the character strings. executes a process, identifies an emotion at the time of response to the incident from voice data included in the response record, and outputs the first screen that displays emotion information indicating the emotion together with the appearance status for each of the plurality of extracted character strings. An information processing method.

10. A computer Obtain the response records of incidents occurring in the plant, Extract a plurality of character strings related to the incident from the text data included in the response record, Specify the occurrence status of each of the plurality of extracted character strings in the response record, and output a first screen for displaying the occurrence status of each character string, Execute the process, Identify the emotion at the time of responding to the incident from the voice data included in the response record, Output the first screen for displaying the emotion information indicating the emotion together with the occurrence status of each of the plurality of extracted character strings, Information processing program.

11. A computer, Obtain the response records of incidents occurring in the plant, Extract a plurality of character strings related to the incident from the text data included in the response record, Specify the occurrence status of each of the plurality of extracted character strings in the response record, and output a first screen for displaying the occurrence status of each character string, Execute the process, When a first character string among the plurality of displayed character strings is selected, output a second screen for displaying the occurrence status of the incident for each attribute of the response record including the first character string, Information processing method.

12. On a computer, Obtain the response records of incidents occurring in the plant, Extract a plurality of character strings related to the incident from the text data included in the response record, Specify the occurrence status of each of the plurality of extracted character strings in the response record, and output a first screen for displaying the occurrence status of each character string, Execute the process, When a first character string among the plurality of displayed character strings is selected, output a second screen for displaying the occurrence status of the incident for each attribute of the response record including the first character string, Information processing program.

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