Program, method, information processing apparatus

Abstract

There is a need for a technology that can more easily connect to the inquiry destination intended by the counselor when the counselor makes an inquiry by voice. 【Solution means】A program for operating a computer equipped with a computer processor, the program causes the computer processor to receive an input of a question from a user of the counselor in voice data, generate a response content by a large language model for the input of the question in voice data, identify a subject that responds to the question based on the generated response content, and present information on the identified subject that responds to the counselor's user.

Description

Technical Field

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

Background Art

[0002] When receiving an inquiry from a user by phone or the like, there is a technology in which a voice response system that automatically responds by voice synthesizes the information of the inquiry destination and responds, receives the user's operation (such as specifying a number) for the connection destination at the terminal, and transmits a DTMF (Dual-Tone Multi-Frequency) signal from the terminal to the voice response system to connect to the inquiry destination by voice.

[0003] In Patent Document 1, as background, "Since the user cannot directly confirm the command sent by himself / herself, he / she cannot determine whether his / her operation is correct", "The button number pressed by the user is synthesized into voice and repeated for the user to hear on the voice automatic voice response device side, or the voice recognition result of the voice command is repeated for the user to hear, and the user is made to confirm again by button operation whether the number or command is correct." is described.

[0004] In Patent Document 1, taking "the operation input by the user increases and the operation becomes complicated, and at the same time the call time becomes long" as a problem, "An automatic voice response device, an automatic voice response system, and an automatic voice response program that can efficiently perform automatic voice response by displaying the input content so far on the display device used by the user immediately before the final decision of the automatic voice response procedure and allowing the user to visually confirm whether there is no mistake in the input content" are described.

[0005] Accordingly, according to the technology of Patent Document 1, "the received content of the voice command so far can be displayed on the display device used by the user immediately before the final decision of the automatic voice response procedure, and the user can visually confirm whether there is no mistake in the input content", and "an automatic voice response device and an automatic voice response system that can efficiently perform automatic voice response can be realized." It is said to have the effect.

Prior Art Documents

Patent Documents

[0006]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0007] In the case of such an automatic voice response system, the inquirer needs a certain amount of time or more to listen to the voice guidance. As the number of inquiry destination options increases, the time required to listen to the voice guidance also becomes longer, and the inquirer may forget the inquiry destination options presented at the beginning of the voice guidance and may need to listen to the voice guidance repeatedly.

[0008] Therefore, when a counselor makes an inquiry by voice, there is a need for a technology that can more easily connect to the inquiry destination intended by the counselor.

Means for Solving the Problems

[0009] According to one embodiment shown in the present disclosure, a program for operating a computer including a computer processor is provided. The program causes the computer processor to execute steps of receiving an input of a question from a user of the counselor by voice data, generating a response content by a large language model for the input of the question by voice data, identifying a subject for performing a response according to the question based on the generated response content, and presenting information of the identified subject for performing the response to the user of the counselor.

Effects of the Invention

[0010] According to the present disclosure, when a counselor makes an inquiry by voice, it is possible to more easily connect to the inquiry destination intended by the counselor.

Brief Description of the Drawings

[0011]

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Modes for Carrying Out the Invention

[0012] Hereinafter, embodiments of the present disclosure will be described with reference to the drawings. In the following description, the same components are denoted by the same reference numerals. Their names and functions are also the same. Therefore, detailed descriptions thereof will not be repeated.

[0013] <Outline of the Embodiment> <1.1 Overall System Configuration Diagram> FIG. 1 is a diagram showing the configuration of System 1.

[0014] The System 1 shown in FIG. 1 includes a server 20, a user's terminal 10, terminal 10A, a server 95 of an artificial intelligence (large language model) service (hereinafter, may also be referred to as the "server 95 of the large language model service"), and a voice input device 10B. These devices are communicatively connected via a network 80.

[0015] In the illustrated example, an example is shown in which a telephone booth 98 installed in various locations is provided with a voice input device 10B. The telephone booth 98 is used by unspecified users, and the users use the voice input device 10B to use the services provided by the server 20. Also, the users may use the services provided by the server 20 using their own terminals 10, 10A.

[0016] The server 20 provides various services by providing the following functions. · A service that automatically responds to a voice inquiry from a counselor (such as making a call to a predetermined phone number), determines the inquiry destination, and connects to the inquiry destination. · A service that matches an expert who responds to an inquiry from a counselor. In the illustrated example, the terminals used by the users of the services provided by the server 20 are shown as the terminal 10, the voice input device 10B, etc., but each user is operating the terminal.

[0017] In this embodiment, each device (terminal device, server, etc.) can also be regarded as an information processing device. That is, the aggregate of each device can be regarded as one "information processing device", and the system 1 may be formed as an aggregate of a plurality of devices. The way of distributing the plurality of functions required to implement the system 1 according to this embodiment for one or a plurality of hardware can be appropriately determined in view of the processing capabilities of each hardware and / or the specifications required for the system 1.

[0018] The terminal 10 is a device operated by the user. In this embodiment, the following can be the user. · User as a consulter: Consultation regarding laws and other consultations · User as an expert: An expert who responds to consultations regarding laws and experts in other fields The user as an expert responds by voice according to the consultation content. The terminal 10 and the terminal 10A have the same functional configuration.

[0019] The terminal 10 is realized, for example, as follows. · Handheld portable terminals such as smartphones and tablets · Desktop PCs (Personal Computers) and laptop PCs · Wearable terminals (such as wristwatch type and glasses type) worn by the user The terminal 10 includes a communication IF (Interface) 12, an input device 13, an output device 14, a memory 15, a storage 16, and a processor 19.

[0020] The communication IF 12 is an interface for inputting and outputting signals so that the terminal 10 communicates with an external device.

[0021] The input device 13 is a device for receiving input operations from the user (for example, pointing devices such as touch panels, touch pads, and mice, keyboards, etc.).

[0022] The output device 14 is a device for presenting information to the user (displays, speakers, etc.).

[0023] The memory 15 is for temporarily storing programs and data processed by programs, etc., and is, for example, a volatile memory such as DRAM (Dynamic Random Access Memory).

[0024] Storage 16 is for storing data, such as a flash memory or an HDD (Hard Disc Drive).

[0025] Processor 19 is hardware for executing an instruction set described in a program, and is composed of an arithmetic unit, registers, peripheral circuits, etc.

[0026] In this embodiment, server 20 is a device for providing a user with a function of discriminating a consultation destination for using a legal consultation service. In this embodiment, server 20 receives an input of a consultation such as a legal consultation by voice via a telephone or the like from the user of the counselor of terminal 10, and analyzes the result of speech recognition and the like to perform the following respective processes. · A process of causing the server 95 of the large language model service to generate a response content for the user of the counselor. Further, a process of transmitting the generated response content to the user of the counselor by voice · A process of discriminating a consultation destination corresponding to the consultation content of the user of the counselor and matching it with an expert at the consultation destination by telephone connection or the like · A process of providing an expert user with materials for judging whether to respond to a consultation based on the content input by voice from the user of the counselor (for example, there is a conflict with an existing customer and the consultation cannot be responded to, etc.) In this way, server 20 makes it even easier to connect with an expert by discriminating a consultation destination and connecting with an expert for a voice consultation with a counselor using a telephone or the like.

[0027] On the other hand, as for an expert who responds to consultations, when receiving an inquiry by phone, it may be difficult to determine whether to conduct business according to the consultation content until actually responding to the inquirer through a phone conversation. For example, due to circumstances such as the consultation content of the inquirer conflicting with the existing customers of the expert, it may not be possible to respond to the inquirer's consultation. The server 20 accumulates the information of the inquirer based on the result of interacting with the inquirer by voice (chat). Thereby, it is possible to provide a basis for judgment on whether to respond to the inquiry by voice from the inquirer to the expert who is the inquiry destination, and it becomes even easier for some experts to proceed with their work without responding to unintended consultations. As a result, for the matching between the inquirer and the expert, it becomes easier for the inquirer to be responded to by an expert more suitable for the inquirer.

[0028] The server 20 may receive a request for legal consultation from the requester to the expert by matching a user who conducts legal consultation services as an expert, such as a law firm, with a user who requests legal consultation from an expert such as a lawyer, like a business company or an individual. For example, it may be in a form where the consultation content of the inquirer is reflected on a bulletin board viewable by a third party and the expert's answer is also made public, or it may be in a form where the consultation content of the inquirer is not disclosed to a third party and is in a non-public state, and consultations can be conducted between the inquirer and the expert. The server 20 accumulates such consultation content of the requester and the answer content of the expert.

[0029] The server 20 includes a communication IF 22, an input / output IF 23, a memory 25, a storage 26, and a processor 29.

[0030] The communication IF 22 is an interface for inputting and outputting signals so that the server 20 can communicate with an external device.

[0031] The input / output IF 23 functions as an interface between an input device for receiving input operations from the user and an output device for presenting information to the user.

[0032] The memory 25 is for temporarily storing programs and data to be processed by the programs, etc., and is, for example, a volatile memory such as DRAM (Dynamic Random Access Memory).

[0033] The storage 26 is for storing data, and is, for example, a flash memory or an HDD (Hard Disc Drive).

[0034] The processor 29 is hardware for executing the instruction set described in the program, and is composed of an arithmetic unit, registers, peripheral circuits, etc.

[0035] The server 95 of the large language model service is a server that executes language processing tasks using a language model constructed by a learning process including artificial intelligence (AI). The LLM (Large Language Model) has pre-learned a large amount of data (such as text data), for example, Web content on the Internet, or data accumulated in a predetermined database, and can execute various language processing tasks by being given a task.

[0036] The server 95 of the large language model service receives an input of a prompt by text, image, voice, etc., generates an answer to the prompt, and responds. Some LLMs also support voice input. Examples of LLMs include GPT-3, GPT-4, GPT-4o developed by OpenAI, and BERT developed by Google.

[0037] <1.2 Functional Configuration of Server 20> FIG. 2 is a diagram showing the configuration of the server 20. As shown in FIG. 2, the server 20 exhibits functions as a communication unit 201, a storage unit 202, and a control unit 203.

[0038] The communication unit 201 performs processing for the server 20 to communicate with an external device.

[0039] The storage unit 202 stores various databases such as a user database 211, an inquiry destination database 212, a customer database 213, a voice inquiry history database 214, a matching database 215, and a voice input device database 216.

[0040] The user database 211 is a database that manages information of each user. Details will be described later.

[0041] The inquiry destination database 212 is a database that manages information of inquiry destinations that receive consultations from the consulters. Details will be described later.

[0042] The customer database 213 is a database of customers of experts who respond to consultations. Details will be described later.

[0043] The voice inquiry history database 214 is a database that manages the content of inquiries received from the consulters by voice. Details will be described later.

[0044] The matching database 215 is a database that manages the matching status with the inquiry destinations corresponding to the consultations by the voice input of the consulters. Details will be described later.

[0045] The voice input device database 216 is a voice input device that receives the input of the consultation content by voice from the consulters, and is a database that manages information of the voice input devices installed in various places.

[0046] The control unit 203 is realized by the processor 29 reading the program stored in the storage unit 202 and executing the instructions included in the program. By operating according to the program, the control unit 203 exhibits functions shown as a reception control module 2041, a transmission control module 2042, a user management module 2043, a voice response processing module 2044, an LLM utilization module 2045, an inquiry destination management module 2046, and a matching processing module 2047.

[0047] The reception control module 2041 controls the process in which the server 20 receives a signal from an external device according to a communication protocol.

[0048] The transmission control module 2042 controls the process in which the server 20 transmits a signal to an external device according to a communication protocol.

[0049] The user management module 2043 is a module for managing information of each user who uses the system 1. Specifically, the user management module 2043 accepts registration of each user's information and updates the user database 211.

[0050] The voice response processing module 2044 is a program module that, in response to the input of a consultation by voice input from a counselor, causes the server 95 of the large language model service to generate a response content while updating the voice inquiry history database 214.

[0051] The LLM utilization module 2045 is a program module that generates a prompt based on the content of a consultation input by the user in free text, image, voice, etc., and transmits the generated prompt to the server 95 of the large language model service to generate a response.

[0052] The inquiry destination management module 2046 is a program module that accepts the designation of inquiry destination information from a user (expert user) who receives an inquiry and updates the inquiry destination database 212.

[0053] The matching processing module 2047 refers to the inquiry destination database 212 based on the information of the counselor accumulated in the voice inquiry history database 214, discriminates the inquiry destination, matches the counselor and the inquiry destination, updates the matching database 215, and manages the matching status.

[0054] <Configuration of Terminal 10> FIG. 3 is a diagram showing the configuration of terminal 10.

[0055] As shown in FIG. 3, terminal 10 includes a plurality of antennas (antenna 111, antenna 112), a communication unit corresponding to each antenna (first communication unit 120, second communication unit 121), an input device 130 (including a touch-sensitive device 131), a display 132, an audio processing unit 140, a microphone 141, a speaker 142, a position information sensor 150, a camera 160, a motion sensor 170, a storage unit 180, and a control unit 190. Terminal 10 also has functions and configurations not particularly shown in FIG. 3 (for example, a battery for holding power, a power supply circuit for controlling the supply of power from the battery to each circuit, etc.). As shown in FIG. 3, each block included in terminal 10 is electrically connected by a bus or the like.

[0056] Antenna 111 radiates the signal emitted by terminal 10 as an electromagnetic wave. Also, antenna 111 receives an electromagnetic wave from space and supplies the received signal to the first communication unit 120.

[0057] Antenna 112 radiates the signal emitted by terminal 10 as an electromagnetic wave. Also, antenna 112 receives an electromagnetic wave from space and supplies the received signal to the second communication unit 121.

[0058] The first communication unit 120 performs modulation / demodulation processing and the like for transmitting and receiving signals via antenna 111 so that terminal 10 can communicate with other wireless devices. The second communication unit 121 performs modulation / demodulation processing and the like for transmitting and receiving signals via antenna 112 so that terminal 10 can communicate with other wireless devices. The first communication unit 120 and the second communication unit 121 are communication modules including a tuner, an RSSI (Received Signal Strength Indicator) calculation circuit, a CRC (Cyclic Redundancy Check) calculation circuit, a high-frequency circuit, and the like. The first communication unit 120 and the second communication unit 121 perform modulation / demodulation, frequency conversion, etc. of the wireless signals transmitted and received by terminal 10, and supply the received signals to the control unit 190.

[0059] The input device 130 has a mechanism for receiving a user's input operation. Specifically, the input device 130 is configured as a touch screen and includes a touch-sensitive device 131. The touch-sensitive device 131 receives the input operation of the user of the terminal 10. The touch-sensitive device 131 detects the contact position of the user on the touch panel, for example, by using a capacitive touch panel. The touch-sensitive device 131 outputs a signal indicating the contact position of the user detected by the touch panel to the control unit 190 as an input operation.

[0060] The display 132 displays data such as images, videos, and texts according to the control of the control unit 190. The display 132 is realized by, for example, an LCD, an organic EL display, or the like.

[0061] The audio processing unit 140 performs modulation and demodulation of audio signals. The audio processing unit 140 modulates the signal given from the microphone 141 and gives the modulated signal to the control unit 190. Also, the audio processing unit 140 gives the audio signal to the speaker 142. The audio processing unit 140 is realized by, for example, a processor for audio processing. The microphone 141 receives an audio input and gives an audio signal corresponding to the audio input to the audio processing unit 140. The speaker 142 converts the audio signal given from the audio processing unit 140 into audio and outputs the audio to the outside of the terminal 10.

[0062] The position information sensor 150 is a sensor that detects the position of the terminal 10 and is, for example, a GPS (Global Positioning System) module. The GPS module is a receiving device used in a satellite positioning system. In the satellite positioning system, signals from at least three or four satellites are received, and based on the received signals, the current position of the terminal 10 equipped with the GPS module is detected.

[0063] The camera 160 is a device that receives light by a light-receiving element and outputs it as a captured image. The camera 160 is, for example, a depth camera that can detect the distance from the camera 160 to the object to be photographed.

[0064] The motion sensor 170 includes an acceleration sensor, an angular velocity sensor, etc., and detects the movement of the terminal 10.

[0065] The storage unit 180 is composed of, for example, a flash memory, etc., and stores data and programs used by the terminal 10. Various information stored in the storage unit 180 will be described later.

[0066] The control unit 190 reads the program stored in the storage unit 180 and executes the instructions included in the program, thereby controlling the operation of the terminal 10. The control unit 190 is, for example, an application processor. The control unit 190 functions as an operation reception unit 191, a transmission / reception unit 192, a data processing unit 193, a notification control unit 194, and a storage control unit 195 by operating according to the program.

[0067] The operation reception unit 191 performs processing to receive a user's input operation on an input device such as the touch-sensitive device 131. Based on the information of the coordinates where the user touches the touch-sensitive device 131 with a finger or the like, the operation reception unit 191 determines the type of operation, such as whether the user's operation is a flick operation, a tap operation, a drag (swipe) operation, etc.

[0068] The transmission / reception unit 192 performs processing for the terminal 10 to transmit and receive data to and from an external device such as the server 20 according to a communication protocol.

[0069] The data processing unit 193 performs processing to perform calculations on the data input by the terminal 10 according to a program and output the calculation results to a memory or the like.

[0070] The notification control unit 194 performs processes of causing the display image to be displayed on the display 132, causing the sound to be output from the speaker 142, and generating vibrations.

[0071] The memory control unit 195 controls the storage of data in the memory unit 180.

[0072] Explanation is given for various information stored in the memory unit 180. In a certain aspect, the memory unit 180 stores each information such as user information 181.

[0073] The user information 181 is information of a user who uses the service of the server 20.

[0074] <2 Data Structure> FIG. 4 is a diagram showing the data structure of the user database 211. The user database 211 includes an item "user ID", an item "name", an item "email address", an item "attribute", an item "business operator ID", an item "held qualification", an item "registration date", an item "status", an item "field", and an item "evaluation value".

[0075] The item "user ID" is information for identifying each user.

[0076] The item "name" is information indicating the name of the user.

[0077] The item "phone number" is information of the user's phone number.

[0078] The item "email address" is information of the email address as the contact information of the user.

[0079] The item "attribute" is information indicating the attribute of the user.

[0080] Specifically, the item "attribute" includes the following as the attribute of the user. · A counselor who consults on legal matters · An expert who answers in response to legal consultations. For example, a qualified person such as a lawyer The item "Business Operator ID" is information that identifies the organization to which the user belongs.

[0081] Specifically, as information that identifies the organization to which the user belongs, the following types of organizations are possible for the item "Business Operator ID". · Law firm · Business company The item "Held Qualification" is information indicating the qualifications held by the user.

[0082] Specifically, as information that identifies the qualifications held by the user, the following qualifications are possible for the item "Held Qualification". · National qualifications such as lawyers · Qualifications recognized by organizations such as business operators and general incorporated associations The item "Registration Date" is information indicating the date and time when the user registered for the service.

[0083] The item "Status" is information indicating the user's status regarding legal consultations.

[0084] Specifically, the item "Status" includes the following as the user's status. · Consultation in progress: The state in which a user who is an expert can receive consultations from the consulters. · Consultation on hold: The state in which a user who is an expert is not receiving consultations. For example, it may be that no new consultations are being received because the number of consultations has reached a certain level or more. The server 20 changes the user's status in the item "Status" according to the user's operation. The item "Field" is information indicating the field in which the user has expertise.

[0085] Specifically, the item "Field" includes information on each field classified as a field of legal consultation. For example, when the server 20 provides a service for introducing experts such as lawyers and classifies the fields of experts according to the classification of consultation content (debt restructuring, traffic accidents, divorce, inheritance, etc.), it may include information on each of these classified fields. The server 20 may update the user database 211 in response to an operation by the user to specify a field, or may set the field of the user who is an expert with reference to the field of the legal consultation based on the achievements corresponding to the legal consultation by the user who is an expert.

[0086] The item "Evaluation Value" is information indicating an evaluation value obtained by evaluating the mode of the user's legal consultation.

[0087] Specifically, the item "Evaluation Value" includes the following as the user's evaluation value. · Evaluation value as an expert: An evaluation value evaluated based on the achievements (number of cases, frequency, etc.) of answering consultations from the consulters. · Evaluation value as a consulter: An evaluation value evaluated based on the achievements of the consulter consulting an expert and being appointed by the expert, and the achievements of the consulter organizing (inputting the consultation content) the consultation content through the legal consultation service provided by the server 20. FIG. 5 is a diagram showing the data structure of the inquiry destination database 212. The inquiry destination database 212 includes an item "Inquiry Destination ID", an item "Business Operator ID", an item "Response Department", an item "Response Content", an item "Phone Number", and an item "Managing User ID".

[0088] The item "Inquiry Destination ID" is information for identifying each inquiry destination for voice inquiries.

[0089] The item "Business Operator ID" is information for identifying each business operator.

[0090] The item "Business Operator ID" may be associated with the item "Business Operator ID" in the user database 211.

[0091] The item "Responding Department" is the information of the inquiry destination that responds to the consultation related to the inquiry.

[0092] The item "Responding Department" may include the following as the information of the inquiry destination. · Related to the user who responds For example, departments in the organization For example, the qualifications of the responder (for example, qualifications such as lawyers who can provide knowledge and advice based on legal procedures for the consultation content) · A chat system that responds to inquiries by outputting, etc. of a learned model, etc. The item "Response Content" is the information of the content that the inquiry destination responds to.

[0093] The item "Response Content" may include the following as the content to respond. · Fields of consultation based on legal procedures. For example, there are the following fields "Divorce and Gender Issues" (property division, alimony, divorce, etc.) "Debt" (contract, statute of limitations, debt restructuring, overpayment, mortgage, etc.) "Inheritance" (gift, inheritance procedure, will, etc.) "Traffic Accident" (negotiation, aftereffects, negligence ratio, etc.) "Internet" (deletion request, defamation, etc.) "Consumer Victimization" (unscrupulous business practices, etc.) "Crime and Criminal Incidents" (criminal defense, crime victimization, etc.) "Labor" (harassment, salary, etc.) "Debt Collection" (security right, enforcement, etc.) · Other inquiry destinations such as general corporate operations (inquiries such as claim processing) and general information systems The item "Phone Number" is the contact information of the inquiry destination.

[0094] More specifically, the item "Phone Number" is the phone number of the department of the inquiry destination, the phone number of the person in charge of the inquiry destination, the extension number, etc.

[0095] The item "Managing User ID" is information that identifies the user who manages the inquiry destination.

[0096] The item "Managing User ID" may be associated with the item "User ID" in the user database 211.

[0097] Figure 6 is a diagram showing the data structure of the customer database 213. The customer database 213 includes an item "Customer ID", an item "Business Operator ID", an item "Customer Name", an item "Address or Dwelling", an item "Customer-side Person in Charge", an item "Person in Charge of Correspondence", and an item "Customer Registration Date".

[0098] The item "Customer ID" is information that identifies each customer of the organization that is the inquiry destination.

[0099] The item "Business Operator ID" is information that identifies the organization that is the inquiry destination.

[0100] The item "Business Operator ID" may be associated with the item "Business Operator ID" in the user database 211.

[0101] The item "Customer Name" is information about the name of the customer that is the inquiry destination.

[0102] The item "Address or Dwelling" is information about the address or dwelling of the customer that is the inquiry destination.

[0103] The item "Customer-side Person in Charge" is information about the person in charge of the customer that is the inquiry destination.

[0104] The item "Person in Charge of Correspondence" is information that identifies the person in charge of the customer in the organization that is the inquiry destination.

[0105] The item "Person in Charge of Correspondence" may be associated with the item "User ID" in the user database 211.

[0106] The item "Customer Registration Date" is information about the timing when the customer information was registered in the customer database 213.

[0107] FIG. 7 is a diagram showing the data structure of the voice inquiry history database 214. The voice inquiry history database 214 includes an item "voice inquiry ID", an item "inquirer ID", an item "inquirer's phone number", an item "inquired phone number", an item "consultation voice data", an item "automatic response history", an item "inquired department", and an item "information of the person consulting".

[0108] The item "voice inquiry ID" is information for identifying each voice inquiry from the person consulting.

[0109] More specifically, the item "voice inquiry ID" is information for identifying each inquiry when receiving an inquiry by phone or the like from the person consulting.

[0110] The item "inquirer ID" is information for identifying the person consulting who is making the inquiry.

[0111] The item "inquirer ID" may be associated with the item "user ID" in the user database 211. Also, it is possible that the person consulting by phone is not registered in the user database 211 or the like.

[0112] The item "inquirer's phone number" is information on the phone number of the person consulting who is making the inquiry.

[0113] The item "inquirer's phone number" may include the following. · Information on the phone number that is notified when the phone number used by the user making the inquiry is not non-notification but is notified · The phone number received as input by voice or push tone from the user through interaction between the system that responds by voice and the user making the inquiry · The phone number input by a human operator after hearing it through interaction with the user making the inquiry The item "inquiry destination phone number" is information on the phone number of the inquiry destination that responds to the content of the inquiry.

[0114] More specifically, the item "inquiry destination phone number" is information on the result of discrimination while referring to the inquiry destination database 212 for the inquiry destination regarding the consultation content of the counselor in the process where the voice response processing module 2044 of the server 20 responds to the counselor by voice.

[0115] The item "consultation voice data" is information on the voice data of the consultation content received by voice from the counselor.

[0116] The item "automatic response history" is information on the consultation content of the counselor and the result of the response by the voice response processing module 2044 of the server 20.

[0117] More specifically, the item "automatic response history" is data obtained by speech recognition of the consultation content of the counselor by the server 20 or the server 95 of the large language model service, etc., and text of the response content generated by the server 95 of the large language model service by providing the speech recognition data of the consultation content of the counselor to the server 95 of the large language model service including it in the prompt. For example, in the item "automatic response history", it may be associated with the speech recognition data of the counselor's voice and the text of the response result of the server 95 of the large language model service for this, and sequentially held as a dialogue in the chat format.

[0118] The item "inquiry destination department" is information for identifying the inquiry destination that responds to the consultation content of the counselor.

[0119] The item "inquiry destination department" may be associated with the item "inquiry destination ID" of the inquiry destination database 212.

[0120] The item "counselor's information" is the information of the counselor accumulated by the voice response processing module 2044 of the server 20 responding to the counselor.

[0121] The item "Consultant's Information" may include the following as the information of the consultant. · Materials for determining whether an expert can accept a consultation

[0122] (1) For example, the name, title, address or domicile of the consultant. By identifying the consultant based on these name and address, an expert can determine whether there is a conflict. If there is a conflict and acceptance is not possible, the voice response processing module 2044 may not disclose the inquiry destination information (such as telephone number, inquiry destination organization, person in charge name, etc.) to the consultant.

[0123] (2) For example, the content of the consultation of the consultant. If consultations of the same content are received from different consultants, there may be a conflict. In this case, while presenting to the expert user that consultations of the same content are received from different consultants, it may be displayed to suggest to the expert user to set up a meeting on a different schedule (for example, a different date). Thereby, in the expert's organization, when different responsible persons receive consultations on the same case from opposing consultants respectively, it can be avoided to conduct hearings during the same time period, and the possibility of accepting either one can be increased.

[0124] (3) The record of acceptance by other agents for the content of the consultation of the consultant. Depending on the expert, for consultations where another agent is currently acting or has acted in the past, the expert may consider this point to determine whether to accept. For example, the expert user can determine whether they can lead to a solution themselves or the prospect is low for cases that could not be solved even with the other agent. If information on the name or title of the other agent is obtained from the consultant, it may be presented to the expert user.

[0125] (4) The stage of negotiation of the consultant. For example, is it the stage of negotiation between the parties or the stage of litigation procedures such as a complaint has been received. Thereby, it can provide materials for judgment such as whether urgent response is required to the expert user.

[0126] Figure 8 is a diagram showing the data structure of the matching database 215. The matching database 215 includes an item "matching ID", an item "voice inquiry ID", an item "response availability status", an item "consultation stage", an item "matching date and time", an item "contact of another inquiry destination", and an item "responding user ID".

[0127] The item "matching ID" is information for identifying each history of matching a consultation destination based on information obtained by the matching processing module 2047 from the person making the consultation.

[0128] The item "voice inquiry ID" is information for identifying each voice inquiry from the person making the consultation.

[0129] The item "voice inquiry ID" may be associated with the item "voice inquiry ID" in the voice inquiry history database 214.

[0130] The item "response availability status" is information on the status of whether to respond to the consultation from the person making the consultation.

[0131] The item "response availability status" may include the following regarding whether to respond. ·OK: Respond to the consultation content from the person making the consultation as the consultation destination ·NG: Do not respond to the consultation content from the person making the consultation. Furthermore, it may be classified according to the reason for not responding as follows.

[0132] "Conflict exists": Unable to respond to the consultation from the person making the consultation due to a conflict with the customer of the consultation destination "Different consultation destination": Not the department or user to respond to the consultation content of the person making the consultation. For example, due to different fields and no resources to respond, or because another department is more appropriate as the responder, there may be cases where no response is given. In addition, depending on the information in the item "Consultant's information" in the voice inquiry history database 214, there may be cases where no response is made. In this way, the server 20 may also accept from the user of the inquiry destination the specification of the circumstances in the case of not responding and hold the content in the item "Response availability status" of the matching database 215.

[0133] The item "Consultation stage" is information on the consultation stage of the consultant.

[0134] The item "Consultation stage" may include the following as the consultation stage. · General consultation: A stage where general knowledge rather than individual specific consultations is required. · Consultation on individual cases: A stage where consultations on individual specific cases are conducted. Furthermore, it may be possible to manage whether it is a negotiation stage or a litigation procedure stage such as sending a complaint. For example, when the matching processing module 2047 determines the inquiry destination for the consultation content of the consultant, the item "Consultation stage" in the matching database 215 may be updated according to the information of the consultant stored in the voice inquiry history database 214.

[0135] The item "Matching date and time" is information on the timing when the matching processing module 2047 matches the inquiry destination based on the information obtained from the consultant.

[0136] The item "Contact of another inquiry destination" is information on another inquiry destination when presenting another inquiry destination to the consultant regardless of the inquiry destination specified based on the voice inquiry history database 214 showing the consultation content of the consultant and the inquiry destination database 212.

[0137] The item "Respondent user ID" is information for identifying the user in charge of the business of responding to the consultant by matching.

[0138] The item "Respondent user ID" may be associated with the item "User ID" in the user database 211.

[0139] <3 Operations> FIG. 9 is a diagram showing the flow of a process of determining a destination of an inquiry and responding to an inquiry by voice from a client.

[0140] In step S911, the terminal 10 receives an operation from the user to start an inquiry by voice. For example, the terminal 10 receives an operation from the client user to make a call to a contact such as a representative phone number of the inquiry destination.

[0141] In step S921, the voice response processing module 2044 of the server 20 synthesizes and responds with a default message to the terminal 10. For example, the voice response processing module 2044 selects an inquiry sentence (for example, a question asked of the client about the content of the inquiry) for determining the inquiry destination for the terminal 10 that has made a call, synthesizes the inquiry sentence into voice, and transmits the voice to the terminal 10.

[0142] The voice response processing module 2044 may transmit a voice message prompting the client to input by voice the content to be consulted and the inquiry destination, while prompting the client to input these pieces of information by voice, and may not present the client with an identification number for connecting to each inquiry destination (for example, a message such as "Press button 1 for requirement A (or inquiry destination A) and button 2 for requirement B (or inquiry destination B)" is not presented to the client), and may receive free-form voice input from the client.

[0143] Here, in addition to the example where the server 20 receives a voice inquiry from the user's terminal 10, various users may use a voice input device to receive an input of a question from the user of the counselor in voice data. For example, it may be assumed that there are telephone booths installed in the street. In this way, voice input devices that receive the consultations of counselors in voice are installed in various places. The voice response processing module 2044 may accumulate the input content of the question of the user of the counselor received by the voice input device in the voice inquiry history database 214 in association with the information on the installation location of the voice input devices in various places in response to calls from the voice input devices in various places.

[0144] In step S913, while playing the voice of the predetermined message received from the server 20, the terminal 10 receives an input of a question in voice from the user of the counselor.

[0145] In step S923, the voice response processing module 2044 of the server 20 performs a process of determining the inquiry destination based on the input of the question in voice data from the counselor and the inquiry destination database 212. For example, the voice response processing module 2044 receives an input of a question in voice data from the user of the counselor. The voice response processing module 2044 causes the large language model to generate a response content for the input of the question in voice data. More specifically, the voice response processing module 2044 attaches the voice data from the counselor (or attaches the text transcription data obtained by voice recognition of the voice data from the counselor), includes the information of the inquiry destination database 212 in the prompt, and generates a prompt for generating the response content to the counselor including the determination result of the inquiry destination. The voice response processing module 2044 transmits the generated prompt to the server 95 of the large language model service.

[0146] In addition, the voice response processing module 2044 may also identify the inquiry destination by referring to the inquiry destination database 212 by analyzing the speech-to-text data obtained by performing speech-to-text conversion on the voice data from the counselor. For example, text data such as "want to know about..." is obtained by performing speech-to-text conversion on the voice data of the consultation content. The voice response processing module 2044 may identify information corresponding to the consultation content (for example, each word extracted by decomposing the speech-to-text data into words), and based on words corresponding to nouns, etc. (for example, words such as "divorce"), determine the consultation content of the counselor, and refer to the inquiry destination database 212 to identify the inquiry destination. For example, the voice response processing module 2044 may input the voice data from the counselor and the information in the inquiry destination database 212, and provide a prompt for identifying the inquiry destination to the server 95 of the large language model service, and based on the result generated by the server 95, identify the inquiry destination.

[0147] In step S925, the voice response processing module 2044 of the server 20 acquires the result generated by the server 95 of the large language model service as a response to the question, and updates the voice inquiry history database 214.

[0148] In step S927, the voice response processing module 2044 of the server 20 identifies the entity responsible for responding to the counselor's question based on the response content generated by the server 95 of the large language model service, and updates the voice inquiry history database 214.

[0149] For example, the voice response processing module 2044 may also analyze the result generated by the server 95 of the large language model service, identify the inquiry destination based on the generated result suggesting the inquiry destination such as "the inquiry destination is...", and update the voice inquiry history database 214.

[0150] The voice response processing module 2044 may also identify, as the entity that conducts the response, at least one of an expert who responds to the consultation of the consulter and a chat system based on a learned model that returns a response to the input of the consulter's consultation.

[0151] In step S929, the voice response processing module 2044 of the server 20 presents the information of the entity that conducts the identified response to the user of the consulter. Specifically, the voice response processing module 2044 synthesizes a response message including the information of the entity that conducts the identified response into voice and outputs the voice to the terminal 10.

[0152] The matching processing module 2047 refers to the voice inquiry history database 214, identifies, as the entity that conducts the response, the user of an expert corresponding to the content of the question, receives a designation of whether to connect with the consulter from the identified user of the expert, and updates the matching database 215. When the identified user of the expert designates to connect with the consulter, the voice response processing module 2044 may present (such as output in voice) the information of the identified user of the expert to the user of the consulter.

[0153] Also, the matching processing module 2047 may refer to the voice inquiry history database 214 and identify one or more entities that conduct responses to the consultation content of the consulter. The voice response processing module 2044 may refer to the matching database 215 and present (such as output in voice) the information of the identified one or more entities that conduct responses to the user of the consulter. The voice response processing module 2044 may receive an operation of designating the entity that conducts the presented response from the user of the consulter (such as speaking about the entity that conducts the response in voice, designating the entity that conducts the response by a push tone, etc.), and connect the entity that conducts the response corresponding to the received designation and the user of the consulter so that they can communicate with each other (for example, connect a phone call).

[0154] In step S915, the terminal 10 plays back a message including information on the entity that will handle the consultation, in voice.

[0155] FIG. 10 is a diagram showing a process flow of presenting materials for determining whether or not to respond to a consultation from a consulter to an expert and receiving a designation of whether or not a response is possible.

[0156] In step S1021, the matching processing module 2047 of the server 20 refers to the voice inquiry history database 214 and updates the matching database 215 when the inquiry destination is specified. The matching processing module 2047 presents the information obtained from the consulter in the voice response to the expert user.

[0157] Here, the voice response processing module 2044 may output voice data for asking the name of the consulter user to the consulter user. The voice response processing module 2044 acquires the input content of the consulter user with respect to the voice data for asking the name (data in which the consulter user speaks their name in voice) from the consulter user. The matching processing module 2047 presents the input content related to the name of the consulter user to the entity that will handle the consultation specified by the voice input of the consulter. Thereby, it is possible to facilitate the judgment as to whether the consultation content from the consulter user conflicts with the consultation content of other consulters (whether it is possible to accept the consultation) for the entity that will handle the consultation.

[0158] Also, the voice response processing module 2044 may output voice data for asking the address of the consulter user to the consulter user. The voice response processing module 2044 acquires the input content of the consulter user with respect to the voice data for asking the address (data in which the consulter user speaks their address in voice) from the consulter user. The matching processing module 2047 presents the input content related to the address of the consulter user to the entity that will handle the consultation specified. Thereby, it is possible to facilitate the judgment as to whether the consultation content from the consulter user conflicts with the consultation content of other consulters for the entity that will handle the consultation.

[0159] Here, the server 20 accumulates information on the consultation content from each counselor in the voice consultation history database 214. The voice response processing module 2044 may output voice data asking about the consultation content of the counselor to the user of the counselor. The voice response processing module 2044 acquires the input content of the user of the counselor with respect to the voice data asking about the consultation content from the user of the counselor (data in which the user of the counselor spoke the consultation content by voice). The matching processing module 2047 determines whether the input content related to the consultation content of the counselor is the same as the consultation content from other counselors accumulated in a database such as the voice consultation history database 214. For example, the matching processing module 2047 may give a prompt to the server 95 of the large language model service to evaluate whether the consultation content of the counselor is the same as the other accumulated consultation content, and determine whether they are the same based on the response content of the server 95. When the matching processing module 2047 determines that there is consultation content of the same content from different counselors, it presents this to the entity that performs the response to be specified. Thereby, it is possible to more easily determine whether the consultation content from different counselors pertains to the same incident and whether it is possible to respond to the consultation simultaneously from both parties (or make one party not respond to the consultation).

[0160] In this way, when the matching processing module 2047 determines that there is consultation content of the same content, it may also present a response to be specified to the entity that performs the response and sets a meeting on a different day from each counselor. For example, when there are multiple staff members in the organization that performs the response and there are consultations from both parties involved in the same incident, it may be easier to prioritize and respond to one of them due to the different meeting schedules.

[0161] The voice response processing module 2044, with respect to the user of the counselor, the track record of an agent being appointed regarding the consultation content of the user of the counselor, the presence or absence of litigation being advanced by the user of the counselor, facts related to the consultation content of the user who is the consulter, It may also be configured to output voice data that asks at least any one of them.

[0162] The voice response processing module 2044 acquires the input content of the user who is the consulter for the voice data that asks at least any one of them from the user who is the consulter, and updates the voice inquiry history database 214. The matching processing module 2047 may present the input content of the user who is the consulter for the voice data that asks at least any one of them to the entity that performs the identified response.

[0163] In this way, by obtaining various information from the user who is the consulter, it is possible to provide a basis for the user who is an expert to determine whether to respond to the consultation of the consulter, and the matching between the consulter and the expert is further promoted.

[0164] The voice response processing module 2044 may also determine whether the consultation content is a general question or whether the consultation content relates to a specific case based on the input of the question received from the user who is the consulter. The matching processing module 2047 may present the determined result to the entity that performs the identified response. Thereby, it is possible to provide a basis for the entity that performs the response (for example, an expert) to determine whether to respond to the consultation of the consulter, and it is possible to make it even easier to determine whether to respond.

[0165] The voice response processing module 2044 may output voice data for asking the user of the counselor about the negotiation stage of the consultation content of the user of the counselor. The voice response processing module 2044 acquires the input content of the user of the counselor with respect to the voice data for asking about the negotiation stage (data spoken by the user of the counselor about the negotiation stage in voice) from the user of the counselor. The matching processing module 2047 presents the input content related to the negotiation stage of the user of the counselor to the entity that performs the specified response. Thereby, it is possible to provide a basis for judgment as to whether to respond to the consultation of the counselor by the entity that performs the response (for example, an expert), and it is possible to make the judgment as to whether to respond more easily.

[0166] In step S1011, the terminal 10 presents the information acquired from the counselor to the user specified as the inquiry destination and accepts a designation as to whether to connect with the counselor (for example, whether to respond by phone to a call from the counselor).

[0167] In step S1023, the server 20 updates the matching database 215 according to the designation of the user of the expert specified as the inquiry destination. The matching processing module 2047 connects the user of the expert and the user of the counselor according to the designation of the user of the expert, or responds to the user of the counselor with another inquiry destination.

[0168] Here, the server 20 accumulates information on the names of each counselor in the customer database 213. The matching processing module 2047 may determine whether there is a conflict with other counselors (customers in the customer database 213) for the counselor receiving consultations by voice, based on the input content (voice inquiry history database 214) regarding the name of the user of the counselor receiving consultations by voice and the names of each counselor stored in the customer database 213. For example, in the customer database 213, for each customer, information on counselors in conflict (name, business content, etc. Also, when receiving consultations from a customer regarding legal procedures, information on the other party (identified by the name, address, representative name, etc. of the other party), etc.) is retained. The matching processing module 2047 may thus determine whether there is a conflict between the user of the counselor and the customers in the customer database 213.

[0169] When it is determined that there is a conflict with other counselors, the matching processing module 2047 may not present information on the entity responsible for handling the consultation to the user of the counselor who receives input of questions by voice data.

[0170] The matching processing module 2047 may also receive a designation from the specified entity responsible for handling the consultation (expert user) as to whether to respond to the consultation content of the user of the counselor in the voice consultation. When the matching processing module 2047 receives a designation from the specified entity responsible for handling the consultation that it cannot respond to the consultation, it may present information on another inquiry destination different from the specified entity responsible for handling the consultation to the user of the counselor.

[0171] In addition, the voice response processing module 2044 may present an answer to the consultation content to the user of the counselor who has received input of questions by voice data by means of messaging different from the voice data (for example, sending and receiving messages between user accounts by email, messaging tools, etc.).

[0172] <Example of 4 screens FIG. 11 is an example of a screen of an operation screen that presents materials for determining whether to respond to a consultation from a consulter to an expert and accepts a designation of whether to respond.

[0173] The response operation screen 1100 is an operation screen that accepts an operation for responding to an inquiry from a user of an expert who is the inquiry destination.

[0174] The account display area 1102 is an area for displaying information on the user's account.

[0175] More specifically, the account display area 1102 is an area for displaying the user's name and the like.

[0176] The inquiry details display area 1104 is an area for displaying the details of the inquiry.

[0177] The list display area 1106 is an area for displaying a list of inquiries received by voice.

[0178] The list display area 1106 may include the following as details of each inquiry. · Information that can be a material for determining whether to respond to the consultation of the consulter, as explained in step S1021 etc.

[0179] (1) Based on whether there is a conflict with existing customers Name of the consulter, name (information identifying the other party involved in the legal procedures of the existing customer) Address and residence of the consulter (information identifying the other party involved in the legal procedures of the existing customer) Content of the consultation (whether it is the same case as the content received from the existing customer)

[0180] (2) Whether the consultation content is for specific problem-solving or general consultation Here, the server 20 may also receive from the expert user a setting as to whether the expert responds to the consultation according to whether the consultation content is specific problem-solving or general consultation.

[0181] For example, when setting "if the consultation content is general consultation, do not respond to the inquiry by voice from the consulter", the server 20 responds to the consulter by voice, presents a question to the consulter asking whether the consultation content is specific problem-solving or general consultation, and when receiving the voice input from the consulter indicating that it is "general consultation", while accumulating the result in the voice inquiry history database 214, it may also present a voice guide to the consulter indicating that the connection with the expert to be inquired will not be made.

[0182] (3) As the stage of the consultation, whether it is the negotiation stage or the litigation procedure has progressed Here, the server 20 may also receive from the expert user a setting as to whether the expert responds to the consultation according to whether the consultation content is in the negotiation stage or the litigation procedure has progressed.

[0183] (4) Other information held in the voice inquiry history database 214 · The designation of whether to respond to the inquiry as explained in step S1011 etc. (whether to respond or not. If not, the circumstances etc.) · The contact information of the consulter: The telephone number etc. of the consulter related to the inquiry. By receiving from the user an operation of designating the displayed telephone number, it may also respond by telephone to the inquiry from the consulter by telephone. · The date and time of the inquiry: By presenting to the user the time elapsed since the inquiry, it can be used as a material for judging which inquiry to respond to. In this way, the list display area 1106 enables the server 20 to make the voice confirmable by the expert when receiving a voice consultation from the consulter, and at the same time, the server can confirm on the screen the result of the text-to-speech conversion and the consultation content organized by the server 95 of the large language model service, and can easily facilitate the communication of whether to accept or not.

[0184] The conflict confirmation operation unit 1108 is an operation member that accepts an operation to confirm a customer in conflict for the counselor to whom the inquiry is addressed.

[0185] More specifically, the conflict confirmation operation unit 1108 is an area that displays, in response to a user's operation, the result determined as a conflict based on the customer name, customer address, etc. in the customer database 213 and the name, address, etc. of the counselor. For example, it may be possible to determine the presence or absence of a conflict by previously holding information about others with whom the customer has a competitive relationship or parties in opposition in a legal procedure, etc. in the server 20.

[0186] In addition, when it is considered or actually carried out that the customer is going to issue a warning or initiate a lawsuit procedure, the server 20 may determine the presence or absence of a conflict by referring to the information of the other party in the data such as warning letters, pleadings, preparatory documents, etc. held in the storage unit.

[0187] The other inquiry destination specifying unit 1110 is an operation member that accepts a specification of another inquiry to be presented to the counselor when there is a situation where the inquiry cannot be responded to.

[0188] The other inquiry destination specifying unit 1110 corresponds to processes such as step S1023 and the item "Contact of another inquiry destination" in the matching database 215. The server 20 may accept an operation from the user to specify another inquiry in association with an inquiry that cannot be responded to and update the matching database 215. The server 20 may transmit to the counselor, by voice, that the inquiry cannot be responded to at the inquiry destination and the information of another inquiry destination. The server 20 may, for example, notify the counselor of the information of another inquiry destination by phone and accept from the counselor a push tone, a statement to connect to another inquiry destination, etc., and accept from the user of the counselor a designation as to whether or not to connect to the other inquiry destination.

[0189] The schedule confirmation operation unit 1112 is an operation member that accepts an operation for setting the date and time for responding to an inquiry.

[0190] In the illustrated example, the schedule confirmation operation unit 1112 includes inquiries of the same content from each counselor, and assuming that there is a possibility of receiving inquiries from both parties to the dispute, it displays a prompt to set meetings with different schedules (for example, different dates) for each counselor.

[0191] The communication device confirmation operation unit 1114 is an operation member that accepts an operation for confirming information on the telephone booth used for the inquiry when the counselor regarding the inquiry uses a telephone booth for inquiry installed in various places.

[0192] In the illustrated example, the communication device confirmation operation unit 1114 displays the positions of the telephone booths for each consultation in response to the user's operation. Thereby, the user can determine the distribution of the regions of the counselors making inquiries.

[0193] <Modification example> As described above, the process of causing the server 95 of the large language model service to discriminate the inquiry destination based on the content of the counselor's speech for an inquiry from the counselor by voice has been described.

[0194] In addition to the aspects described in the above embodiment, the following may also be adopted.

[0195] (1) The server 20 may respond to consultations from the consulters in a chat format, cause the server 95 of the large language model service to generate an answer regarding consultations on laws and the like, and present the generated result to the consulters. While receiving consultations from the consulters in voice input via the telephone booth 98 or the terminal 10 of the consulter's user, the server 20 may present to the consulters the answer generated by the server 95 of the large language model service by means of communication different from the means of communication (such as telephone) related to the consultation in a form different from voice (for example, text, image). For example, when the consulter conveys the consultation content by phone in voice, the consulter can obtain the answer by email or the like.

[0196] (2) In the above embodiment, an example in which the server 20 makes a determination regarding the fact that an expert does not respond (cannot respond) to the consultation of the consulter, and an example in which the server 20 accepts a designation as to whether or not an expert user responds have been described. Thus, when an expert does not respond to the consultation of the consulter, the server 20 may contact the consulter's terminal to make a call or the like to inform the consulter that the expert cannot respond as described above. At this time, the server 20 may also convey to the consulter, together with the fact that the expert cannot respond, advice on the consultation content of the consulter (for example, based on the information of the consultation content of the consulter, causing the server 95 of the large language model service to generate an answer to the consultation content, and the generated result).

[0197] (3) In the server 20, while accepting inquiries from the registered telephone numbers, the server 20 may not accept consultations by phone or the like from unregistered telephone numbers, and may prompt registration or present other inquiry destinations. For example, if the incoming call is from a telephone number registered in the item "Telephone number" of the user database 211, the server 20 responds to consultations on laws and the like through a dialogue between the consulter in voice and the chat system as described in the above modification example (1). If the number is not registered in the item "Telephone number" of the user database 211, the server 20 may not provide the service of consultation through dialogue with the chat system as described above.

[0198] In addition, the server 20 may also provide a paid consultation service through interaction with a voice chat system. For example, in the user database 211, it may be possible to manage for each user whether they have a contract with a paid plan.

[0199] (4) Classify the questions to generate answers for the large language model service, and create a prompt according to the classified results In addition to what has been described in the above embodiments, in order to generate an answer intended by the user by the large language model service, the user's questions may be classified, a prompt may be created according to the classified results, and the created prompt may be given to the server 95 of the large language model service.

[0200] For example, in advance, the server 20 holds a classification list for classifying questions, and for each classification, criteria for generating answers by the large language model service are prepared.

[0201] When the server 20 receives an input of a question from the user, it determines which classification in the question list the input question belongs to. For example, the server 20 uses the user's question as an input and gives a prompt to the server 95 of the large language model service to the effect of "answering which classification in the classification list the input question corresponds to". Thereby, the server 95 of the large language model service generates an answer as to which classification in the classification list the user's question corresponds to. When the server 20 receives the answer generated by the server 95 of the large language model service, it refers to the classification list, generates a prompt including the "criteria for generating an answer" associated with the corresponding classification, and gives the generated prompt to the server 95 of the large language model service. Thereby, the server 20 can obtain the answer generated by the server 95 of the large language model service for the question received from the user based on the "criteria for generating an answer" shown in the classification list.

[0202] For example, the server 20 may select information resources such as books and case laws as the "criteria for generating an answer" by classifying the user's questions.

[0203] For example, when it can be determined from the user's question that the user wants to know about procedures, it may not be necessary to include case law information in the answer to the user. Therefore, in this case, the server 20 creates a prompt with the criterion of not including case law as the "criteria for generating an answer". For example, when the user enters a question such as "Please tell me about the precautions for divorce by mutual consent", it may be desired to provide an answer about the procedure.

[0204] Also, when it can be determined from the user's question that the user wants to know about cases or the definition of terms, it may be possible to generate an answer targeting case laws as the "criteria for generating an answer".

[0205] In this way, instead of transmitting all the information at once to the server 95 of the large language model service to generate an answer, by providing a prompt for the classification corresponding to the question, the consumption of computing resources of the server 95 of the large language model service can be suppressed.

[0206] As described above, some embodiments of the present disclosure have been described, but these embodiments can be implemented in various other forms, and various omissions, replacements, and changes can be made without departing from the gist of the invention. These embodiments and their modifications are intended to be included in the scope and gist of the invention, as well as in the invention described in the claims and the equivalent scope thereof.

[0207] The functions realized by the components described in this specification may be implemented in circuitry or processing circuitry, including a general-purpose processor, a specific-purpose processor, an integrated circuit, ASICs (Application Specific Integrated Circuits), a CPU (a Central Processing Unit), a conventional circuit, and / or combinations thereof, programmed to realize the described functions. The processor includes transistors and other circuits and is regarded as circuitry or processing circuitry. The processor may be a programmed processor that executes a program stored in a memory.

[0208] In this specification, circuitry, unit, and means are hardware programmed to realize the described functions or hardware that executes. The hardware may be any hardware disclosed in this specification or any hardware known to be programmed or execute to realize the described functions.

[0209] When the hardware is a processor regarded as the type of circuitry, the circuitry, means, or unit is a combination of hardware and software used to configure the hardware and / or the processor.

[0210] <Supplementary Note> The matters described in the above embodiments are appended below.

[0211] (Supplementary Note 1) A program for operating a computer equipped with a computer processor, the program causing the computer processor to: receive an input of a question from a user, the inquirer, in the form of voice data; generate a response content using a large language model for the input of the question in the form of voice data; identify a subject that responds to the question based on the generated response content; and present information about the identified subject that responds to the inquirer's user.

[0212] (Appendix 2) The program according to Appendix 1, wherein in the step of identifying, at least one of an expert who responds to the consultation of the inquirer and a chat system by a learned model that returns a response to the input of the consultation of the inquirer is identified as the subject that responds.

[0213] (Appendix 3) The program according to any one of Appendices 1 to 2, wherein in the step of identifying, a user of an expert corresponding to the content of the question is identified as the subject that responds, and in the step of presenting, when the identified user of the expert designates to connect with the inquirer, information about the identified user of the expert is presented to the inquirer's user.

[0214] (Appendix 4) The program according to any one of Appendices 1 to 3, wherein in the step of identifying, one or more subjects that respond are identified, in the step of presenting, information about the identified one or more subjects that respond is presented to the inquirer's user, an operation of designating a subject that responds presented from the inquirer's user is received, and the subject that responds according to the received designation and the inquirer's user are connected so as to be communicable.

[0215] (Appendix 5) The program causes a computer processor to further execute a step of outputting voice data asking the name of the user of the counselor to the user of the counselor, and a step of obtaining the input content of the user of the counselor with respect to the voice data asking the name from the user of the counselor, and in the specifying step, presents the input content regarding the name of the user of the counselor to the subject performing the specified response, the program according to any one of Appendices 1 to 4.

[0216] (Appendix 6) In the outputting step, output voice data asking the address of the user of the counselor to the user of the counselor, in the obtaining step, obtain the input content of the user of the counselor with respect to the voice data asking the address from the user of the counselor, and in the specifying step, present the input content regarding the address of the user of the counselor to the subject performing the specified response, the program according to Appendix 5.

[0217] (Appendix 7) In the storage unit, information on the consultation content from each counselor is accumulated. In the outputting step, output voice data asking the consultation content of the counselor to the user of the counselor. In the obtaining step, obtain the input content of the user of the counselor with respect to the voice data asking the consultation content from the user of the counselor. In the specifying step, determine whether the input content regarding the consultation content of the counselor is the same as the consultation content from other counselors accumulated in the storage unit. If it is determined that there is the same consultation content, present that fact to the subject performing the specified response, the program according to any one of Appendices 5 to 6.

[0218] (Appendix 8) In the specifying step, if it is determined that there is the same consultation content, present to the subject performing the specified response that a meeting is set on a day different from each counselor, the program according to Appendix 7.

[0219] (Appendix 9) In the storage unit, information on the names of each counselor is stored. In the specifying step, based on the input content regarding the name of the user of the counselor and the names of each counselor stored in the storage unit, it is determined whether there is a conflict with other counselors. When it is determined that there is a conflict with other counselors, in the presenting step, information on the entity responsible for the response is not presented to the user of the counselor who accepts the input of the question by voice data. A program according to any one of Appendices 5 to 8.

[0220] (Appendix 10) The program further causes the computer processor to output voice data asking at least any one of the achievements of an agent appointed for the consultation content of the user of the counselor, the existence of a lawsuit being conducted by the user of the counselor, and the facts related to the consultation content of the user of the counselor to the user of the counselor, and to obtain the input content of the user of the counselor with respect to the voice data asking at least any one of them. In the specifying step, the input content of the user of the counselor with respect to the voice data asking at least any one of them is presented to the entity responsible for the specified response. A program according to any one of Appendices 1 to 9.

[0221] (Appendix 11) The program further causes the computer processor to execute a step of determining whether the consultation content is a general question or is related to a specific case based on the input of the question received from the user of the counselor, and a step of presenting the determined result to the entity responsible for the specified response. A program according to any one of Appendices 1 to 10.

[0222] (Appendix 12) The program causes a computer processor to further execute a step of outputting voice data for asking the negotiation stage of the consultation content of the user of the counselor to the user of the counselor, and a step of obtaining the input content of the user of the counselor for the voice data asking the negotiation stage from the user of the counselor. In the step of specifying, the input content related to the negotiation stage of the user of the counselor is presented to the subject performing the specified response, the program according to any one of Appendices 1 to 11.

[0223] (Appendix 13) The program causes a computer processor to further execute a step of receiving, from the subject performing the specified response, a designation of whether to respond to the consultation content of the user of the counselor. When receiving a designation from the subject performing the specified response that it is not possible to respond, in the presenting step, information on another inquiry destination different from the subject performing the specified response is presented to the user of the counselor, the program according to any one of Appendices 1 to 12.

[0224] (Appendix 14) For the user of the counselor who has received the input of a question by voice data, an answer to the question regarding the input is presented by means of messaging different from the voice data, the program according to any one of Appendices 1 to 13.

[0225] (Appendix 15) In the receiving step, the voice input device receives the input of a question from the user of the counselor by voice data. Here, the voice input devices are installed in various locations, and the program causes a computer processor to further store, in the storage unit, the input of the question of the user of the counselor received by the voice input device in association with the information on the installation locations of the voice input devices in various locations, the program according to any one of Appendices 1 to 14.

[0226] (Appendix 16) A method of operating a computer comprising a computer processor, the method comprising the steps of: the computer processor receiving an input of a question from a user of a consulter in voice data; generating a response content by a large language model for the input of the question in voice data; identifying a subject to respond to the question based on the generated response content; and presenting information on the subject to respond to the identified question to the user of the consulter.

[0227] (Appendix 17) An information processing apparatus, wherein a control unit of the information processing apparatus performs the steps of: receiving an input of a question from a user of a consulter in voice data; generating a response content by a large language model for the input of the question in voice data; identifying a subject to respond to the question based on the generated response content; and presenting information on the subject to respond to the identified question to the user of the consulter.

Claims

1. A program for operating a computer having a computer processor, the program causing the computer processor to: A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to the user of the call request; In the step of specifying, a user of an expert corresponding to the content of the question is specified as a subject of the response, and a designation of whether or not to connect the specified expert user to the consulter is received; When the user of the identified expert specifies to connect to the user of the client in the presenting step, information about the user of the identified expert is presented to the user of the client.

2. A program for operating a computer having a computer processor, the program causing the computer processor to: A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to the user of the call request; The program further causes the computer processor to: outputting a question to the user of the client asking for the name of the user of the client; acquiring, from the user of the client, an input content of the user of the client in response to the question asking for the name; presenting the input content related to the name of the user of the consultation to the entity that will be identified in the step of identifying the consultation; The storage unit stores information on the consultation contents from each of the clients, and in the outputting step, a question is output to the user of the client inquiring about the consultation contents of the client; In the step of acquiring, an input content of the user of the consultation in response to a question about the consultation content is acquired from the user of the consultation; In the step of specifying, the program determines whether the input content relating to the consultation content of the client is the same as the consultation content from other clients stored in the memory unit, and if it is determined that the consultation content is the same, presents this fact to the identified entity that will be handling the consultation.

3. 3. The program according to claim 2, wherein, when it is determined in the identifying step that there is the same consultation content, a suggestion is made to the identified entity that will handle the consultation to set up a meeting on a day different from that of each of the clients.

4. In the output step, a question is output to the user of the client, the question being inquiring about the address of the client; In the step of acquiring, an input content of the user of the client in response to a question about the address is acquired from the user of the client; 3. The program according to claim 2, wherein in said specifying step, input contents relating to the address of the user of said requester are presented to said identified entity that will handle said request.

5. A program for operating a computer having a computer processor, the program causing the computer processor to: A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to the user of the call request; The program further causes the computer processor to: outputting a question to the user of the client asking for the name of the user of the client; acquiring, from the user of the client, an input content of the user of the client in response to the question asking for the name; presenting the input content related to the name of the user of the consultation to the entity that will be identified in the step of identifying the consultation; The storage unit stores information on the names of each of the clients, and in the step of identifying, the presence or absence of a conflict with another client is determined based on the input contents related to the name of the user of the client and the names of each of the clients stored in the storage unit; When it is determined that there is a conflict with another client, in the presenting step, information about the entity that will handle the request is not presented to the user of the client who accepts the input of the question.

6. A program for operating a computer having a computer processor, the program causing the computer processor to: A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to the user of the call request; The program further causes the computer processor to: For the user who is the consultant, The agent's track record in accepting cases regarding the consultation content of the user of the consultation, Whether or not the user of the inquirer is currently in the midst of a lawsuit; Facts relating to the consultation content of the user of the consultation, outputting a question asking at least one of the following questions; acquiring, from the user of the client, input contents of the user of the client in response to at least one of the questions; a program for presenting, to the identified entity that will handle the inquiry in the step of specifying, input contents of the user of the inquiry in response to a question asking at least one of the users of the inquiry;

7. A program for operating a computer having a computer processor, the program causing the computer processor to: A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to the user of the call request; The program further causes the computer processor to: Based on the input of the question received from the user of the consultation, Is the enquiry a general question? Is the consultation related to a specific case? and determining and presenting the result of said determination to the identified entity that will be responsible for said response.

8. A program for operating a computer having a computer processor, the program causing the computer processor to: A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to the user of the call request; The program further causes the computer processor to: outputting a question to the user of the consultation requester inquiring about a negotiation stage of the consultation content of the user of the consultation requester; acquiring, from the user of the client, input contents of the user of the client in response to a question about the negotiation stage; A program that presents input contents relating to the negotiation stage of the user of the consultation to the identified entity that will handle the consultation in the identifying step.

9. A program for operating a computer having a computer processor, the program causing the computer processor to: A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to the user of the call request; The program further causes the computer processor to: receiving, from the identified entity that will handle the consultation, a designation as to whether or not the entity will handle the consultation with respect to the consultation content of the user of the consultation request; When a designation that the consultation cannot be accommodated is received from the identified entity that will handle the consultation, in the presenting step, the program presents to the user of the consultation information of a contact point other than the identified entity that will handle the consultation.

10. A program for operating a computer having a computer processor, the program causing the computer processor to: receiving a question input by voice data from a user who is seeking advice; generating a response content by using a large-scale language model in response to the input of the question using the voice data; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to the user of the call request; In the receiving step, a question is input from the user of the consultation by a voice input device, and Here, the voice input device is installed in various locations, The program further causes the computer processor to: A program for storing in a storage unit the input of a question from the user of the consultation, which is received by the voice input device, in association with information on the locations where the voice input devices are installed in various locations.

11. In the step of identifying, as the subject that will respond to the call, An expert who responds to the consultation of the person seeking consultation; A chat system using a trained model that returns a response to the consultation input of the consultant.

12. In the step of identifying, one or more entities that will handle the response are identified; 2. The program according to claim 1, wherein, in the presenting step, information on the one or more identified entities that will handle the request are presented to the user of the client, an operation is accepted from the user of the client to designate the presented entity that will handle the request, and the accepted entity that will handle the request and the user of the client are connected so as to be able to communicate with each other.

13. In the receiving step, a question is received from a user of the consultation by voice data, 10. The program according to claim 1, further comprising: a message providing means for providing a response to a question input by the user of the consultation, the message providing means providing a response to the ...

14. A program described in any one of claims 1 to 9, wherein in the accepting step, a question is input from the user seeking advice via voice data.

15. A method implemented by a computer having a computer processor, the method comprising: A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; In the step of specifying, a user of an expert corresponding to the content of the question is specified as a subject of the response, and a designation of whether or not to connect the specified expert user to the consulter is received; In the presenting step, when the user of the identified expert specifies to connect to the user of the client, information of the identified user of the expert is presented to the user of the client.

16. A method implemented by a computer having a computer processor, the method comprising: A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; The method further comprises the computer processor: outputting a question to the user of the client asking for the name of the user of the client; acquiring, from the user of the client, an input content of the user of the client in response to the question asking for the name; presenting the input content related to the name of the user of the consultation to the entity that will be identified in the step of identifying the consultation; The storage unit stores information on the consultation contents from each of the clients, and in the outputting step, a question is output to the user of the client inquiring about the consultation contents of the client; In the step of acquiring, an input content of the user of the consultation in response to a question about the consultation content is acquired from the user of the consultation; In the step of identifying, the method determines whether the input content relating to the consultation content of the client is the same as the consultation content from other clients stored in the memory unit, and if it is determined that the consultation content is the same, presents this fact to the identified entity that will be handling the consultation.

17. A method implemented by a computer having a computer processor, the method comprising: A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; The method further comprises the computer processor: outputting a question to the user of the client asking for the name of the user of the client; acquiring, from the user of the client, an input content of the user of the client in response to the question asking for the name; presenting the input content related to the name of the user of the consultation to the entity that will be identified in the step of identifying the consultation; The storage unit stores information on the names of each of the clients, and in the step of identifying, the presence or absence of a conflict with another client is determined based on the input contents related to the name of the user of the client and the names of each of the clients stored in the storage unit; When it is determined that there is a conflict with another client, in the presenting step, information about the entity that will handle the request is not presented to the user of the client who accepts input of a question by the question.

18. A method implemented by a computer having a computer processor, the method comprising: A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; The method further comprises the computer processor: For the user who is the consultant, The agent's track record in accepting cases regarding the consultation content of the user of the consultation, Whether or not the user of the inquirer is currently in the midst of a lawsuit; Facts relating to the consultation content of the user of the consultation, outputting a question asking at least one of the following questions; acquiring, from the user of the client, input contents of the user of the client in response to at least one of the questions; The method further comprises presenting to the identified entity that will handle the inquiry in the step of identifying, the input content of the user of the inquiry in response to a question asking at least one of the users of the inquiry.

19. A method implemented by a computer having a computer processor, the method comprising: A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; The method further comprises the computer processor: Based on the input of the question received from the user of the consultation, Is the enquiry a general question? Is the consultation related to a specific case? and determining and presenting the determined result to the identified entity that will be responsible for the response.

20. A method implemented by a computer having a computer processor, the method comprising: A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; The method further comprises the computer processor: outputting a question to the user of the consultation requester inquiring about a negotiation stage of the consultation content of the user of the consultation requester; acquiring, from the user of the client, input contents of the user of the client in response to a question inquiring about the negotiation stage; The method further comprises presenting input contents relating to a negotiation stage of the user of the consultation to the identified entity that will handle the consultation in the step of identifying.

21. A method implemented by a computer having a computer processor, the method comprising: A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; The method further comprises the computer processor: Execute a step of receiving, from the identified entity that will handle the consultation, a designation as to whether or not to handle the consultation content of the user of the consultation requester; When a designation that the consultation cannot be accommodated is received from the identified entity that will handle the consultation, in the presenting step, information on a contact point other than the identified entity that will handle the consultation is presented to the user of the consultation.

22. A method implemented by a computer having a computer processor, the method comprising: receiving a question input by voice data from a user who is seeking advice; generating a response content by using a large-scale language model in response to the input of the question using the voice data; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; In the receiving step, a question is input from the user of the consultation by a voice input device, and Here, the voice input device is installed in various locations, The method further comprises the computer processor: A method for storing in a storage unit a question input from the user of the consultation, which is received by the voice input device, in association with information on locations where the voice input device is installed in each region.

23. An information processing device, comprising: a control unit of the information processing device, A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; In the step of specifying, a user of an expert corresponding to the content of the question is specified as a subject of the response, and a designation of whether or not to connect the specified expert user to the consulter is received; In the presenting step, when the user of the identified expert specifies to connect to the user of the client, information of the identified user of the expert is presented to the user of the client.

24. An information processing device, comprising: a control unit of the information processing device, A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; The control unit of the information processing device further outputting a question to the user of the client asking for the name of the user of the client; acquiring, from the user of the client, an input content of the user of the client in response to the question asking for the name; presenting the input content related to the name of the user of the consultation to the entity that will be identified in the step of identifying the consultation; The storage unit stores information on the consultation contents from each of the clients, and in the outputting step, a question is output to the user of the client inquiring about the consultation contents of the client; In the step of acquiring, an input content of the user of the consultation in response to a question about the consultation content is acquired from the user of the consultation; In the step of specifying, the information processing device determines whether the input content related to the consultation content of the client is the same as the consultation content from other clients stored in the memory unit, and if it is determined that there is the same consultation content, presents this fact to the identified entity that will be handling the consultation.

25. An information processing device, comprising: a control unit of the information processing device, A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; The control unit of the information processing device further outputting a question to the user of the client asking for the name of the user of the client; acquiring, from the user of the client, an input content of the user of the client in response to the question asking for the name; presenting the input content related to the name of the user of the consultation to the entity that will be identified in the step of identifying the consultation; a storage unit stores information on the names of each of the clients, and in the step of identifying, a determination is made as to whether or not there is a conflict with another client based on the input contents related to the name of the user of the client and the names of each of the clients stored in the storage unit; When it is determined that there is a conflict with another client, in the presenting step, information about the entity that will handle the request is not presented to the user of the client who accepts the input of the question.

26. An information processing device, comprising: a control unit of the information processing device, A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; The control unit of the information processing device further For the user who is the consultant, The agent's track record in accepting cases regarding the consultation content of the user of the consultation, Whether or not the user of the inquirer is currently in the midst of a lawsuit; Facts relating to the consultation content of the user of the consultation, outputting a question asking at least one of the following questions; acquiring, from the user of the client, input contents of the user of the client in response to at least one of the questions; The information processing apparatus presents, to the identified entity that will handle the inquiry in the step of specifying, input contents of the user of the inquiry in response to a question asking at least one of the users of the inquiry.

27. ​​An information processing device, comprising: a control unit of the information processing device, A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; The control unit of the information processing device further Based on the input of the question received from the user of the consultation, Is the enquiry a general question? Is the consultation related to a specific case? and determining and presenting the determined result to the identified entity that will handle the call.

28. An information processing device, comprising: a control unit of the information processing device, A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; The control unit of the information processing device further outputting a question to the user of the consultation requester inquiring about a negotiation stage of the consultation content of the user of the consultation requester; acquiring, from the user of the client, input contents of the user of the client in response to a question inquiring about the negotiation stage; An information processing device that presents input contents relating to a negotiation stage of the user of the consultation to the identified entity that will handle the consultation in the identifying step.

29. An information processing device, comprising: a control unit of the information processing device, A step of accepting input of a question from a user who is a seeker; generating a response content using a large-scale language model in response to the input of the question; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; The control unit of the information processing device further Execute a step of receiving, from the identified entity that will handle the consultation, a designation as to whether or not to handle the consultation content of the user of the consultation requester; When a designation that the consultation cannot be accommodated is received from the identified entity that will be handling the consultation, in the presenting step, an information processing device presents to the user of the consultation information of a contact point other than the identified entity that will be handling the consultation.

30. An information processing device, comprising: a control unit of the information processing device, receiving a question input by voice data from a user who is seeking advice; generating a response content by using a large-scale language model in response to the input of the question using the voice data; Identifying a subject that will respond to the question based on the generated response content; presenting information of the identified entity that will handle the call to a user of the call request; In the receiving step, a question is input from the user of the consultation by a voice input device, and Here, the voice input device is installed in various locations, The control unit of the information processing device further An information processing device that stores in a storage unit the input of a question from the user of the consultation, which is received by the voice input device, in association with information on the installation locations of the voice input devices in various locations.

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