Information processing system, information processing method, and program

Abstract

To suitably provide a man attending function of a chat bot to a user.SOLUTION: An information processing system having one or more information processing devices connected to a user terminal which accepts an input from a user and an operator terminal which accepts an input from an operator comprises: an acquisition unit which acquires input information input to the user terminal; a retrieval unit which retrieves response information to the input information; a response unit which gives the response information to the input information to the user terminal; a determination unit which determines whether or not to display a switch acceptance screen for accepting switch operation to switch to chatting between the user terminal and the operator terminal; and a control unit which causes the user terminal to display the switch acceptance screen on the basis of a result of determination by the determination unit.SELECTED DRAWING: Figure 1

Description

Technical Field

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

Background Art

[0002] Conventionally, a device such as a computer first performs pattern recognition on text, voice, an image, etc. input by a user via a network. Next, a so-called chatbot (which may sometimes be simply referred to as a "bot", etc.) is known, in which a device such as a computer performs conversation, answering questions, and device control, etc. performed by the user based on the result of pattern recognition.

[0003] Specifically, first, a chatbot prepares a database or the like in advance. In this way, the chatbot can answer questions input by the user. Then, when the chatbot is ready to send an answer to the user, the transmission is temporarily stopped. Next, the operator checks the data immediately before answering. After this check, based on the operator's instruction, the chatbot sends an answer to the user's smartphone. In this way, a method is known in which the content answered by the operator can be confirmed by the operator or the like (see, for example, Patent Document 1, etc.). There has also been a chatbot that provides a manned response function for starting a chat with an operator according to a user's instruction.

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, the manned response function provided by the chatbot may not be appropriate. For example, even if the user gives an instruction to start a chat with an operator, the user may be made to wait when there is no available operator, or the user may start a chat with an operator before interacting with the chatbot.

[0005] Therefore, the information processing system, information processing method, program, etc. of the present disclosure aim to appropriately provide the user with the manned response function of the chatbot.

Means for Solving the Problem

[0006] An information processing system having one or more information processing devices connected to a user terminal that receives input from a user and an operator terminal that receives input from an operator, the information processing system including: an acquisition unit that acquires input information input to the user terminal; a search unit that searches for response information for the input information; a response unit that responds to the input information with the response information to the user terminal; Whether there is an available operator a determination unit that determines, and a control unit that causes the user terminal to display an evaluation operation for the response information and a switching operation together with the determination by the determination unit. or , When it is determined that there is an available operator the evaluation operation for the response information button for performing together with the Switch to enable chatting between the user terminal and the operator terminal switching operation button for performing to the user terminal, When it is determined by the determination unit that there is no available operator, display on the user terminal a button for performing an evaluation operation on the response information without displaying a button for performing the switching operation and is provided with.

Effects of the Invention

[0007] The manned response function of the chatbot can be appropriately provided to the user.

Brief Description of the Drawings

[0008]

Figure 1

Figure 2

Figure 3

Figure 4

Figure 5

Figure 6

Figure 7

Figure 8

Figure 9

Figure 10

Figure 11

Figure 12

Figure 13

Figure 14

Figure 15

Figure 16

Figure 17

Figure 18

Figure 19

Figure 20

Figure 21

Figure 22

Figure 23

Figure 24

Figure 25

Figure 26

Figure 27

Embodiments for Carrying Out the Invention

[0009] Hereinafter, the optimal and minimal form for implementing the invention will be described with reference to the drawings. In the drawings, when the same reference numerals are given, it indicates the same configuration, and redundant explanations will be omitted. In addition, the specific examples shown are illustrative, and the configuration may further include configurations other than those shown.

[0010] <Overall configuration example> FIG. 1 is a diagram showing an overall configuration example. For example, a chatbot system 100, which is an example of an information processing system, has a system configuration including a server device 1, which is an example of an information processing device, a user terminal 2, a manager terminal 3, an operator terminal 5, and the like.

[0011] The server device 1 is an example of an information processing device that provides a chatbot service.

[0012] The user terminal 2 is an information processing device in which a user performs operations such as input in a chatbot service.

[0013] The manager terminal 3 is an information processing device in which a manager or the like performs operations such as input in order to manage the server device 1 and the like.

[0014] The operator terminal 5 is an information processing device in which an operator who operates a chatbot service performs operations such as input in a chatbot service.

[0015] The server device 1, the user terminal 2, the manager terminal 3, and the operator terminal 5 are connected to each other via, for example, a communication network 4 or the like.

[0016] For example, the communication network 4 is the Internet or the like. However, the communication network 4 may be a communication network such as a LAN (Local Area Network), a WAN, a short-range communication, or a combination thereof that performs communication by wire or wirelessly.

[0017] The server device 1 communicates with the user terminal 2, the administrator terminal 3, the operator terminal 5, etc. For example, the server device 1 provides a so-called chatbot service or the like that responds with response information such as an answer to input information such as a question input by the user.

[0018] In addition, the server device 1 provides services such as message transmission and reception, so-called chat, etc. between the user and the operator or between multiple users. That is, the server device 1 provides an instant messaging service or the like. Note that various services may be provided by a plurality of information processing devices. Hereinafter, an example in which the server device 1 provides services with a single unit will be described.

[0019] <Example of user terminal> FIG. 2 is a diagram showing an example of the functional configuration of the user terminal. For example, the user terminal 2 has a functional configuration including a communication unit 2a, a device control unit 2b, an input unit 2c, a display unit 2d, and the like. Such user terminals may be included in a plurality of information processing systems.

[0020] The communication unit 2a communicates with an external device via the communication network 4.

[0021] The device control unit 2b controls the overall operation of the user terminal 2. For example, the device control unit 2b transmits and receives information, commands, etc. via the communication unit 2a. In addition, for example, the device control unit 2b controls an interactive application or the like, which is an example of application software such as a browser or another interactive application for receiving the chatbot service from the server device 1 according to a program.

[0022] The input unit 2c receives input of information, commands, etc. from the user or the like and outputs them to the device control unit 2b or the like.

[0023] The display unit 2d displays various screens. For example, the display unit 2d displays a screen for an interactive application or the like. Note that the display unit 2d and the input unit 2c may be integrated. Also, the interactive application is installed in advance. Note that the interactive application may be a browser or the like.

[0024] FIG. 3 is a diagram showing an example of the hardware configuration of the user terminal. For example, the user terminal 2 has a hardware configuration including a CPU (Central Processing Unit) 201, a ROM (Read Only Memory) 202, a RAM (Random Access Memory) 203, a memory 204, a communication I / F 205, an operation I / F 206, and a display device 207. Also, the hardware of the user terminal 2 is connected to each other by, for example, a bus or the like. Note that the hardware of the user terminal 2 may be connected to other devices or the like by wired or wireless communication.

[0025] The user terminal 2 is an information processing device such as a PC (Personal Computer), a smartphone, or a tablet.

[0026] The communication I / F 205 realizes functions such as those of the communication unit 2a. For example, the communication I / F 205 is a connection terminal, a communication circuit, or the like.

[0027] The operation I / F 206 realizes functions such as those of the input unit 2c. For example, the operation I / F 206 is an input device such as a button, a keyboard, a dial, a key, a touch panel, and a microphone.

[0028] The display device 207 realizes the function of the display unit 2d. For example, the display device 207 is an output device such as a liquid crystal panel, an organic EL (Electroluminescence), and an inorganic EL. Note that the display device 207 and the operation I / F 206 may be integrated like a touch panel.

[0029] Memory 204 is an example of a main memory device. For example, memory 204 stores information acquired via communication network 4. Note that user terminal 2 may further include an auxiliary storage device such as a hard disk or an SSD (Solid State Drive).

[0030] CPU 201 realizes functions such as device control unit 2b. That is, CPU 201 is an example of a control device and an arithmetic device.

[0031] ROM 202 is a storage device using a non-volatile semiconductor or the like.

[0032] RAM 203 is a storage device using a volatile semiconductor or the like.

[0033] A program for realizing device control unit 2b or the like is stored in advance in, for example, ROM 202 or memory 204. Then, the program is read from ROM 202 or memory 204 to RAM 203 by CPU 201 and expanded. Next, CPU 201 executes the instructions indicated by the program expanded in RAM 203.

[0034] Note that the program is not limited to ROM 202 and memory 204, and may be stored in, for example, an auxiliary storage device or the like. Further, the program may be acquired via a wired network, a wireless network, a broadcast, or the like.

[0035] Note that device control unit 2b or the like may be realized by an electronic circuit or a combination of a program execution unit and a circuit.

[0036] <Example of an administrator terminal> FIG. 4 is a diagram showing an example of the functional configuration of the administrator terminal. For example, the administrator terminal 3 has a functional configuration including a communication unit 3a, a device control unit 3b, an input unit 3c, a display unit 3d, etc., similar to the user terminal 2. Hereinafter, an example in which the administrator terminal 3 has the same functional configuration as the user terminal 2 will be described, and overlapping explanations will be omitted. However, the administrator terminal 3 may have a functional configuration different from that of the user terminal 2. Such an administrator terminal may be included in a plurality of information processing systems.

[0037] FIG. 5 is a diagram showing an example of the hardware configuration of the administrator terminal. For example, the administrator terminal 3 has a hardware configuration including a CPU 301, a ROM 302, a RAM 303, a memory 304, a communication I / F 305, an operation I / F 306, and a display device 307. Hereinafter, an example in which the administrator terminal 3 has the same hardware configuration as the user terminal 2 will be described, and overlapping explanations will be omitted. However, the administrator terminal 3 may have a hardware configuration different from that of the user terminal 2.

[0038] FIG. 6 is a diagram showing an example of the functional configuration of the server device. The server device has various databases (hereinafter referred to as "DB"). For example, the server device 1 has a communication unit 31, an input information monitoring unit 32, a response state management unit 33, an operator state management unit 34, a user-side control unit 10, a management-side control unit 20, a keyword DB 41, a synonym DB 42, a dialogue scenario DB 43, a category DB 44, a question-answer DB 45, an inquiry history DB 46, a dialogue history DB 47, and a contract information DB 48, etc.

[0039] Note that the DB may be configured such that an external device has it and the server device 1 refers to it. Also, the configuration of the DB does not have to be the configuration as shown in the figure. That is, the DB does not have to have the name and number as shown in the figure, and it is sufficient if there is a DB showing the same content.

[0040] The communication unit 31 communicates with external devices such as the user terminal 2 and the administrator terminal 3 via the communication network 4.

[0041] The input information monitoring unit 32 acquires various information and the like from the user terminal 2, the administrator terminal 3, and the like via the communication unit 31. For example, the input information monitoring unit 32 sorts the acquired information and the like and outputs it to the user-side control unit 10, the management-side control unit 20, or the like. Specifically, the input information monitoring unit 32 outputs the information and the like acquired via the dialogue application to the user-side control unit 10. On the other hand, the input information monitoring unit 32 outputs the information and the like acquired via the management application to the management-side control unit 20.

[0042] The correspondence state management unit 33 stores and updates the correspondence state.

[0043] The operator state management unit 34 stores and updates the correspondence state of each operator.

[0044] The user-side control unit 10 controls the response of the server device 1 to the user. For example, the user-side control unit 10 outputs information such as a response (hereinafter referred to as "response information") to information (hereinafter referred to as "input information") such as a question input by the user via the user terminal 2 to the user terminal 2.

[0045] The management-side control unit 20 controls the input and output of the server device 1 to the administrator. For example, the management-side control unit 20 receives operations such as input to each DB performed by the administrator from the administrator terminal 3. In addition, the management-side control unit 20 outputs the information indicated by each DB in response to a request from the administrator terminal 3.

[0046] The management-side control unit 20 may control the storage of information including the inquiry information in the management-side control unit 20 and the answer information corresponding to the inquiry information, and the history information such as the input information and the response information history in the user-side control unit 10.

[0047] The dialogue scenario DB 43 stores dialogue-form scenario information corresponding to the input information. The user-side control unit 10 is assumed to conduct a dialogue with the user along the scenario input in advance in the dialogue scenario DB 43.

[0048] FIG. 7 shows an example of scenario information according to Embodiment 1. For example, after receiving input information in which a user makes a question, the flow of outputting response information that is an answer to the received question is processed in a scenario as shown in the figure.

[0049] The category DB 44 stores category information for classifying questions.

[0050] FIG. 8 is a diagram showing an example of category information. For example, as shown in the figure, the category information is information that associates a character string of the name of the category in which the question is included, the ID of the category information, and the update date and time of the category information.

[0051] The question-answer DB 45 stores question-answer information that is information including a question and an answer to the question. That is, the question-answer information is created in advance and stored in the question-answer DB 45.

[0052] FIG. 9 is a diagram showing an example of question-answer information. For example, as shown in the figure, the question-answer information is information that associates a character string of the question, the ID of the question-answer information, a character string of a question similar to the question, a character string of the answer to the question, the ID of the category in which the question is included, and the update date and time of the question-answer information.

[0053] The keyword DB 41 stores character examples, so-called keywords, indicating features of questions and answers included in the character strings of the questions and answers of the question-answer information. Note that the keywords may be words, phrases, and sentences. Also, the keyword DB 41 may store keywords related to information other than the question-answer information.

[0054] For example, the user-side control unit 10 first decomposes the character string of the question input by the user into words. Next, the user-side control unit 10 collates the decomposed words with the character strings stored in the keyword DB 41 to detect the keywords of the question. Further, the user-side control unit 10 searches for question-answer information corresponding to the question indicated by the input information by collating the detected keywords with the character strings of "questions" in the question-answer DB 45 and the like.

[0055] The synonym DB 42 stores synonym information such as the keywords indicated by the keyword DB 41. For example, the synonym information is information that associates character strings having similar meanings with each other. Note that the character strings may be words, phrases, or sentences. Also, the character strings having similar meanings to each other are not limited to those having similar meanings themselves. For example, the character strings having similar meanings to each other may be character strings from which one can be estimated from the other, character strings in which one is a part of the other, character strings having similar usage scenes, or may be arbitrarily defined according to the usage environment.

[0056] The user-side control unit 10 first decomposes the character string of the question input by the user into words. Next, the user-side control unit 10 collates the decomposed words with the synonym DB 42 to extract character strings that are synonyms. In this way, the user-side control unit 10 estimates keywords by collating the words and synonyms of the words included in the question with the keyword DB 41 and the like.

[0057] The inquiry history DB 46 stores inquiry history information, which is information on the history of questions input by the user.

[0058] FIG. 10 is a diagram showing an example of inquiry history information. For example, as shown in the figure, the inquiry history information is information that associates the ID of the inquiry history information, the character string of the question input by the user, the ID of the dialogue session including the question, the ID of the question-answer information corresponding to the question, the ID of the category information corresponding to the question-answer information, the information on the user's feedback on the answer to the question, and the date and time when the question was input.

[0059] A dialogue session is a set of dialogues conducted between the user and the server device 1. For example, the dialogues included in the same dialogue session are the dialogues conducted between the time when a screen used for a dialogue such as a chat format is launched and closed on the user terminal 2, or the dialogues conducted between the time when the screen is launched and the screen is forcibly closed due to session timeout. Note that the session timeout occurs when there is no action on the user terminal 2 within a predetermined time set in advance. And the session timeout is a process for ending a screen or the like used for a dialogue.

[0060] Note that the dialogue session is not limited to the above. For example, the dialogue session may indicate the dialogues conducted between the user and the server device 1 from the input of a question by the user to the presentation of an answer to the question and the input of the user's feedback on the answer. In this case, the dialogue session is completed each time feedback is obtained from the user.

[0061] The dialogue history DB 47 stores dialogue history information, which is information on the history of the speech content input to the user terminal 2 and the speech content output from the server device 1 in the dialogue between the user and the server device 1.

[0062] FIG. 11 is a diagram showing an example of the dialogue history information. For example, as shown in the figure, the dialogue history information is information that associates the ID of the dialogue history information, the character string of the speech content, the ID of the dialogue session in which the speech content was transmitted, the sender of the speech content, the speech type of the speech content, the content ID of the speech content, and the transmission date and time of the speech content.

[0063] The speech type ID indicates the type of speech. Specifically, the speech type IDs "5-0", "5-1", and "5-2" indicate whether the speech content corresponds to "category", "question-answer information", or "scenario", respectively. The content ID indicates the content associated with the speech type ID. For example, when the speech type is a scenario, the content ID refers to the speech set in the scenario. When the speech type is question-answer information, the content ID refers to the ID of the question-answer information. When the speech type is a category, the content ID refers to the speech for selecting a category.

[0064] Figure 12 is a diagram showing an example of the hardware configuration of the server device. For example, the server device 1 has a hardware configuration including a CPU 101, a ROM 102, a RAM 103, a memory 104, a communication I / F 105, an operation I / F 106, and a display device 107, etc. Hereinafter, an example where the server device 1 has the same hardware configuration as the user terminal 2 will be described, and duplicate explanations will be omitted. However, the server device 1 may have a hardware configuration different from that of the user terminal 2 etc.

[0065] Also, the server device 1 constitutes a so-called cloud server, but is not limited thereto.

[0066] <Example of the flow of dialogue based on scenario information> For example, the chatbot system controls as shown in the figure based on scenario information set in advance by the administrator, and conducts a dialogue with the user. For example, the scenario information, GUI, etc. are set in advance so that communication can be carried out in the flow as shown in the figure.

[0067] In step S31, first, the user-side control unit 10 displays a selection menu for the question search method on the user terminal 2. For example, the selection menu has three options such as "Search from all categories", "Search by selecting a category", and "Search from frequently asked questions". However, the selection menu may have four or more options or two or fewer options.

[0068] When "Search from all categories" is selected in the selection menu, the scenario proceeds to step S32. Also, when "Search from frequently asked questions" is selected in the selection menu, the scenario proceeds to step S37. Additionally, when "Select a category and search" is selected in the selection menu, the scenario proceeds to step S39.

[0069] In step S32, the user-side control unit 10 causes the user terminal 2 to display a message prompting the input of a question. Next, when a question is input, the scenario proceeds to step S33.

[0070] In step S33, the user-side control unit 10 analyzes the character string indicating the question. Then, the user-side control unit 10 searches for candidate answers to the question using a question-answer DB 45 or the like. Note that the user-side control unit 10 searches the question-answer DB 45 using keywords estimated from the words and synonyms included in the question, so there may be cases where multiple candidate answers are obtained.

[0071] As a result of the search in step S33, if "there is one candidate", the user-side control unit 10 uses the searched candidate as the answer and responds as response information. Also, as a result of the search in step S33, if "there are two or more candidates", the user-side control unit 10 proceeds to step S34. Additionally, as a result of the search in step S33, if "no candidate could be detected", the user-side control unit 10 proceeds to step S36.

[0072] In step S34, that is, when there are two or more candidate answers, the user terminal 2 is caused to display a message prompting the user to perform an operation of selecting one of the multiple candidates or not selecting any of the candidates.

[0073] In step S35, when a selection is made for the message ( "Select candidate" in the figure), the user - side control unit 10 answers using the selected candidate. On the other hand, when non - selection is selected ( "There is no corresponding one" in the figure), the user - side control unit 10 causes the user terminal 2 to display an apology message indicating that an answer to the question cannot be displayed at this stage.

[0074] In step S36, the user - side control unit 10 causes the user terminal 2 to display a message prompting apology and re - search, and returns to step S31.

[0075] In step S39, the user - side control unit 10 causes the user terminal 2 to display a list of category names, etc. When an operation of selecting a category is performed from the list of category names, the user - side control unit 10 proceeds to step S40.

[0076] In step S40, when the user performs an operation of specifying a category, the user - side control unit 10 causes the user terminal 2 to display a message prompting the input of a question. When a question or the like is input, the input information is acquired from the user terminal 2, and the user - side control unit 10 proceeds to step S41.

[0077] In step S41, when a question corresponding to the selected category is input by the user, the user - side control unit 10 searches for question - answer information corresponding to the selected category in the question - answer DB 45, etc., and extracts the question - answer information corresponding to the question.

[0078] In step S41, if as a result of the search, there is one candidate for the answer ( "One answer" in the figure), the user - side control unit 10 responds with the searched answer as the response information. Also, if as a result of the search, there are two or more candidates for the answer ( "Two or more" in the figure), the user - side control unit 10 proceeds to step S42. In addition, if as a result of the search, no candidate for the answer can be extracted ( "No candidate was detected" in the figure), the user - side control unit 10 proceeds to step S44.

[0079] In step S42, the user-side control unit 10 causes the user terminal 2 to display a message prompting the user to perform an operation of selecting any one of the answer candidates for display or making none of the candidates selected.

[0080] In step S43, when a candidate is selected in step S42, the user-side control unit 10 answers using the candidate. On the other hand, when non-selection is selected, the user-side control unit 10 causes the user terminal 2 to display an apology message indicating that an answer to the question cannot be displayed at this stage.

[0081] In step S44, when an answer candidate cannot be detected, the user-side control unit 10 causes the user terminal 2 to display a message prompting apology and re-search, and returns to step S31.

[0082] In step S37, the user-side control unit 10 refers to the inquiry history DB46 and extracts one or more frequently-inquired questions (for example, about 3). Then, the user-side control unit 10 causes the user terminal 2 to display them. Note that the user-side control unit 10 may also cause the user terminal 2 to display a message asking for selection of other search methods.

[0083] In step S38, when a question is selected from the questions listed in step S37, the user-side control unit 10 reads an answer to the selected question from the question-answer DB45 and causes the user terminal 2 to display it. On the other hand, when another search method is selected, the user-side control unit 10 returns to step S31.

[0084] <Configuration example of user-side control unit> Hereinafter, a functional configuration example of the user-side control unit 10 will be described. For example, the input information analysis unit 11 analyzes the input information acquired from the user terminal 2 and outputs the analysis result to the response processing unit 12.

[0085] Specifically, the input information analysis unit 11 first analyzes the character string input by the user. For example, the input information analysis unit 11 performs morphological analysis to decompose the character string of the question and extract words. Further, the input information analysis unit 11 refers to the thesaurus DB 42 to extract the thesaurus of the extracted words. Next, the input information analysis unit 11 collates the extracted words and thesaurus with the keyword DB 41 to estimate keywords.

[0086] The response processing unit 12 generates response information for the input information. For example, the response processing unit 12 generates response information for the information selected on the display screen shown by the display unit 2d of the user terminal 2 and the character string input to the user terminal 2.

[0087] For example, when an option included in the scenario information is selected, the response processing unit 12 refers to the dialogue scenario DB 43 and outputs a message corresponding to the option to the user terminal 2. When a character string of a question is input, the response processing unit 12 collates the keyword estimated by the input information analysis unit 11 with the question-answer DB 45 to search for question-answer information for the question. Then, the response processing unit 12 outputs the searched question-answer information to the user terminal 2. For example, when an option included in the category information is selected, the response processing unit 12 may narrow down the search for the question-answer information in the question-answer DB 45 to the selected category.

[0088] The processing content acquisition unit 13 acquires and stores the processing result by the response processing unit 12. For example, the processing content acquisition unit 13 stores the answer to the question as inquiry history information in the inquiry history DB 46. Further, the processing content acquisition unit 13 stores the content of the speech input and output between the server device 1 and the user terminal 2, which is the process of answering the question, as dialogue history information in the dialogue history DB 47.

[0089] <Configuration example of the management side control unit> The functional configuration of the management-side control unit 20 will be described below. For example, the input information analysis unit 21 analyzes information input to the administrator terminal 3 and outputs the analyzed information to the response processing unit 22. Specifically, the input information analysis unit 21 analyzes a character string or the like input by an administrator or the like. For example, the input information analysis unit 21 extracts words and estimates keywords corresponding to the words and synonyms, similar to the user-side control unit 10.

[0090] For example, the response processing unit 22 changes, adds, and deletes information in each DB in response to a command input from an administrator or the like. Specifically, the response processing unit 22 changes keywords, deletes keywords, or adds new keywords, etc. to the keywords stored in the keyword DB 41 or the like. Similarly, the response processing unit 22 changes synonyms, deletes synonyms, or adds new synonyms, etc. to the synonyms stored in the synonym DB 42 or the like. Further, the response processing unit 22 edits scenarios, deletes scenarios, or adds new scenarios, etc. to the scenario information stored in the dialogue scenario DB 43. Furthermore, the response processing unit 22 changes categories, deletes categories, or adds new categories, etc. to the category information stored in the category DB 44. Also, the response processing unit 22 edits question-and-answer information, deletes question-and-answer information, or adds new question-and-answer information, etc. to the question-and-answer information stored in the question-answer DB 45. Hereinafter, "changing, adding, and deleting information" may be referred to as "editing" of information.

[0091] Also, for example, the response processing unit 22 may cause the display unit 3d to display user feedback statistics in response to a command input from an administrator or the like. For example, user feedback indicates the evaluation of the user input in response to an answer. For example, when the user-side control unit 10 of the server device 1 presents an answer to a user's question, in the dialogue with the user, it asks the user whether the question content can be solved by the answer. That is, the user-side control unit 10 asks the user whether they are satisfied with the answer. The response processing unit 22 presents the satisfaction level etc. for the question as feedback statistics.

[0092] There may be a configuration with functions and terminals for administrators as described above. On the other hand, the administrator terminal may also serve as, for example, an operator terminal. Hereinafter, the case where the operator terminal also serves as the administrator terminal will be described as an example.

[0093] <Example of operator terminal> FIG. 13 is a diagram showing an example of the functional configuration of an operator terminal. For example, the operator terminal 5 has a functional configuration including a communication unit 5a, a device control unit 5b, an input unit 5c, a display unit 5d, etc., similar to the user terminal 2 and the like. Hereinafter, an example where the operator terminal 5 has the same functional configuration as the user terminal 2 will be described, and duplicate explanations will be omitted. However, the operator terminal 5 may have a functional configuration different from that of the user terminal 2.

[0094] FIG. 14 is a diagram showing an example of the hardware configuration of an operator terminal. For example, the operator terminal 5 has a hardware configuration including a CPU 501, a ROM 502, a RAM 503, a memory 504, a communication I / F 505, an operation I / F 506, and a display device 507. Hereinafter, an example where the operator terminal 5 has the same hardware configuration as the user terminal 2 and the like will be described, and duplicate explanations will be omitted. However, the operator terminal 5 may have a hardware configuration different from that of the user terminal 2 and the like.

[0095] <Example of overall processing> FIG. 15 is a diagram showing an example of overall processing. Hereinafter, the case where the server device 1 performs the processing for realizing the chatbot service alone will be described as an example.

[0096] In step S101, the input unit 2c of the user terminal 2 receives an operation to activate the chatbot. For example, the user terminal 2 receives an operation of pressing a predetermined icon included in the web page to be displayed on the display unit 2d, or an operation of starting the interactive application installed in the user terminal 2 or pressing a predetermined button of the interactive application.

[0097] In step S102, in response to receiving an operation to activate the chatbot, the user terminal 2 requests the activation of the chatbot. Here, the communication unit 2a of the user terminal 2 transmits the activation request of the chatbot and a tenant ID for identifying the chatbot contractor (tenant) to the server device 1.

[0098] The tenant ID is information that the user terminal 2 holds in advance. For example, it may be included in a web page displayed on a browser that includes an icon for activating the chatbot, or it may be held by a specific application having a chat function.

[0099] In step S103, the server device 1 acquires information such as a contract corresponding to the tenant ID received from the user terminal 2 from the contract information DB 48. For example, information such as whether to perform manned response and the period for performing the response is input in advance in the contract. Further, the memory 104 of the server device 1 holds the acquired information such as a contract in association with a session ID or the like.

[0100] In step S104, the response state management unit 33 of the server device 1 sets the response state to "bot in response".

[0101] In step S105, the response processing unit 12 of the server device 1 transmits scenario information.

[0102] In step S106, the device control unit 2b of the user terminal 2 displays the scenario on the display unit 2d based on the scenario information.

[0103] In step S107, the input unit 2c of the user terminal 2 receives input information such as a question. Then, the communication unit 2a of the user terminal 2 transmits the received input information such as a question to the server device 1, and the input information monitoring unit 32 of the server device 1 acquires the input information from the user terminal.

[0104] The input information may be information indicating the result of freely inputting a string to be questioned, or information indicating the result of inputting in a selection format of selecting options prepared in advance with scenario information or the like.

[0105] In step S108, the response processing unit 12 of the server device 1 searches for response information for the input information.

[0106] In step S109, the response processing unit 12 of the server device 1 determines the items to be displayed on the user terminal 2. Specifically, the response processing unit 12 of the server device 1 determines whether to display a switching display for switching to chat between the user and the operator, etc. For example, the server device 1 makes the following determination.

[0107] FIG. 16 is a diagram showing an example of determination of the switching display. For example, three determinations in steps S201, S202, and S203 are made, and it is determined whether to display the switching unit (step S204) or not to display the switching unit (step S205).

[0108] Depending on this determination result, for example, the screen on the user terminal is different as follows.

[0109] FIG. 17 is a diagram showing an example of a screen for displaying the switching unit. That is, when it is determined in step S204 to display the switching unit, for example, when displaying an evaluation reception screen as shown in the figure, a switching reception screen to manned response is displayed.

[0110] First, in step S106, based on a scenario or the like, a message MES is output and the chatbot service starts.

[0111] Next, in step S107, input information INFI, which is a character string or the like indicating the content that the user wants to question, such as "medical treatment", is input.

[0112] Subsequently, in step S110 described later, response information INFA is responded to the input information INFI. In this example, the response information INFA is an example of information on the URL (Uniform Resource Locator) of a reference homepage.

[0113] Note that such an exchange of the input information INFI and the response information INFA may be performed multiple times.

[0114] Then, a button for performing an evaluation operation (hereinafter referred to as "bot evaluation button AP1") is displayed on the screen. Further, a button for performing a switching operation to switch to chatting between the user terminal and the operator terminal (hereinafter referred to as "human switching button SW") is displayed on the screen.

[0115] This screen accepts either one of the evaluation operation and the switching operation.

[0116] FIG. 18 is a diagram showing an example of a screen that does not display the switching unit. That is, when it is determined in step S205 not to display the switching unit, for example, the following display is made. Compared with FIG. 17, in FIG. 18, the difference is that there is no human switching button SW.

[0117] That is, when the switching unit is not displayed, the bot evaluation button AP1 is accepted and the interaction between the bot and the user ends.

[0118] To determine whether to display the switching display or the like, for example, the server device 1 makes the following determination.

[0119] In step S201, the server device 1 determines whether it is a contract "corresponding to an operator". That is, the response processing unit 12 of the server device 1 determines based on whether the user has a contract for human support or not based on the contract content. Also, the contract content and the like are input to the server device 1 in advance.

[0120] Next, if it is determined that the contract is an "operator-corresponding" contract (YES in step S201), the server device 1 proceeds to step S202. On the other hand, if it is determined that the contract is not an "operator-corresponding" contract (NO in step S201), the server device 1 proceeds to step S205.

[0121] In step S202, the response processing unit 12 of the server device 1 determines whether the setting of "using human chat support" is "ON". That is, whether to perform human support can be desirably set, for example, on the following setting screen or the like.

[0122] FIG. 19 is a diagram showing an example of the setting of human support. For example, the setting is performed with a GUI (Graphical User Interface) such as a check box CBX as shown in the figure.

[0123] Specifically, when the check box CBX is set to "ON" for the item "using human chat support", the server device 1 determines that the setting of "using human chat support" is "ON" (YES in step S202).

[0124] Note that the setting of whether to perform human support is not limited to the input by the check box CBX. For example, the setting of whether to perform human support may be set by inputting the time or the like. As shown in the figure, an end time or the like for performing human support such as "17:30" may be set. With such a setting, after "17:30", the server device 1 determines that the setting of "using human chat support" is not "ON" (NO in step S202). Note that types other than time may also be set.

[0125] Next, if it is determined that the setting of "using human chat support" is "ON" (YES in step S202), the server device 1 proceeds to step S203. On the other hand, if it is determined that the setting of "using human chat support" is not "ON" (NO in step S202), the server device 1 proceeds to step S205.

[0126] In step S203, the server device 1 determines whether there is an operator who can handle it. When there are multiple operators, if there is at least one operator in the "can handle" state, the server device 1 determines that there is an operator who can handle it (YES in step S203).

[0127] Whether an operator can handle it, cannot handle it, or is currently handling it is set on an operation screen as follows, which is displayed on the operator terminal.

[0128] FIG. 20 is a diagram showing an example of an operation screen displayed on the operator terminal. For example, whether an operator can handle it, cannot handle it, or is currently handling it is received through a GUI such as a button (hereinafter referred to as "status switch SET") that can display and input the status.

[0129] The status switch SET may be set to any of "can handle", "cannot handle", or "currently handling" by an operation by the operator. On the other hand, the operator terminal may be set to "currently handling" etc. based on, for example, an input of a character string for which the operator is handling another user.

[0130] In addition, for example, if the operator is away from the seat, the status switch SET may be set to "cannot handle" etc. based on no input for a certain period or more on the sensor or the operator terminal.

[0131] On the other hand, even if an operator is "currently handling", there may be cases where the operator can handle multiple users. Therefore, even if an operator is "currently handling", the operator may be able to set it to "can handle".

[0132] When the above settings are made, for example, the following setting process is performed.

[0133] FIG. 21 is a diagram showing an example of the setting process for manned response.

[0134] In step S301, the operator terminal 5 receives an operation for setting the operator's state by the state switch SET.

[0135] When the state is set to "corresponding" by the state switch SET (in the figure, it is "when the setting to 'corresponding' is received"), the operator terminal 5 proceeds to step S302. Also, when the state is set to "not corresponding" by the state switch SET (in the figure, it is "when the setting to 'not corresponding' is received"), the operator terminal 5 proceeds to step S304.

[0136] In step S302, the operator terminal 5 makes a request to change the operator's state to "corresponding" according to the operator's operation. Specifically, the device control unit 5b of the operator terminal 5 transmits a request to change the operator's state to the server device 1 via the communication unit 2a.

[0137] In step S303, the operator state management unit 34 of the server device 1 changes the operator's state to "corresponding" based on the request.

[0138] In step S304, the operator terminal 5 makes a request to change the operator's state to "not corresponding" according to the operator's operation. Specifically, the device control unit 5b of the operator terminal 5 transmits a request to change the operator's state to the server device 1 via the communication unit 2a.

[0139] In step S305, the operator state management unit 34 of the server device 1 changes the operator's state to "not corresponding" based on the request.

[0140] Also, the operator terminal 5 stores the operator identification information for identifying the operator input when the operator logs in to the operation screen, and transmits the operator's identification information to the server device 1 together with the request to change the operator's state. The operator state management unit 34 of the server device 1 changes the state of the operator corresponding to the operator identification information to "corresponding" based on the request.

[0141] In addition, the operation screen displays a list of information during a call. The information during a call may include category information INFC of question - answer information used by the bot in the last answer to the user and input information such as the question entered by the user corresponding to the answer (hereinafter referred to as "immediately preceding input information INFQ"). By referring to this information, the operator can grasp which answer from the bot the user wants to interact with the operator about. When the operator selects the information during a call to which they want to respond, the screen of FIG. 25 described later is displayed, and the call to the operator can be responded to. Also, in response to the operator selecting the information during a call, as shown in FIG. 23 described later, the status of the operator is changed to "responding", and the selected information during the call is moved to the column of "being responded to by oneself". Furthermore, the operator can also respond to the call to the operator by pressing the "Operator in Call" button displayed in the navigation menu on the left side of the operation screen.

[0142] Note that on this operation screen, a list of call information being handled by other operators and chats being handled by the bot can be displayed.

[0143] Next, when it is determined that there is an available operator (YES in step S203), the server device 1 proceeds to step S204. On the other hand, when it is determined that there is no available operator (NO in step S203), the server device 1 proceeds to step S205.

[0144] In step S204, the response processing unit 12 of the server device 1 determines to display the switching unit.

[0145] In step S205, the response processing unit 12 of the server device 1 determines not to display the switching unit.

[0146] For example, as described above, step S109 is performed.

[0147] In step S110, the response processing unit 12 of the server device 1 transmits information such as response information and items to be displayed on a screen for performing evaluation operations and the like to the user terminal 2. Here, based on the determination result made in step S109, when it is determined that the switching unit is to be displayed, a display request for the manned switching button SW is transmitted to the user terminal 2. On the other hand, when it is determined that the switching unit is not to be displayed, a display request for the manned switching button SW is not transmitted to the user terminal 2. Instead of transmitting or not transmitting the display request, a display / non-display request may be transmitted to the user terminal.

[0148] In step S111, the display unit 2d of the user terminal 2 displays the response information received from the server device 1.

[0149] In step S112, the display unit 2d of the user terminal 2 displays, for example, the bot evaluation button AP1 and the manned switching button SW as shown in FIG. 17 or the like. Here, when a display request for the manned switching button SW is received from the server device 1, the manned switching button SW is displayed, and when a display request for the manned switching button SW is not received, the manned switching button SW is not displayed.

[0150] In step S113, when the manned switching button SW is displayed, the input unit 2c of the user terminal 2 accepts a switching operation of pressing the manned switching button SW. When the switching operation is accepted (in the figure, "when the switching operation is accepted"), the user terminal 2 proceeds to step S114.

[0151] In step S114, the communication unit 2a of the user terminal 2 requests manned support from the server device 1.

[0152] In step S115, the correspondence state management unit 33 of the server device 1 sets the state to "waiting for manned support" in response to the request from the user terminal 2.

[0153] In step S116, the communication unit 31 of the server device 1 calls an operator. For example, a screen as shown in FIG. 20 is displayed on the operator terminal 5.

[0154] In step S117, the input unit 5c of the operator terminal 5 receives an operation to start manned support.

[0155] In step S118, when manned support starts, the display unit 5d of the operator terminal 5 displays a chat screen.

[0156] As described above, when manned support starts, for example, the following screen is displayed on the operator terminal 5.

[0157] FIG. 22 is a diagram showing an example of an operation screen during manned support. Compared with the screen shown in FIG. 20, it is different in that it shows "under manned support". In this way, the screen is switched for "during manned support".

[0158] In step S119, the communication unit 5a of the operator terminal 5 notifies the start of manned support.

[0159] In step S120, the response state management unit 33 of the server device 1 sets the response state to "under manned support".

[0160] In step S121, the operator state management unit 34 of the server device 1 sets the operator's state to "responding".

[0161] In step S122, the communication unit 31 of the server device 1 notifies the operator's state.

[0162] In step S123, the device control unit 5b of the operator terminal 5 sets the operator's state to "responding".

[0163] In step S124, the communication unit 31 of the server device 1 notifies the start of manned support.

[0164] In step S125, the display unit 2d of the user terminal 2 displays a chat screen with the operator.

[0165] In step S126, the communication unit 2a of the user terminal 2 and the communication unit 5a of the operator terminal 5 transmit and receive chat information input by the user or the operator via the server device 1, thereby realizing a chat between the user and the operator.

[0166] As described above, when manned support is provided, for example, the correspondence switches from the correspondence by the chatbot as follows to the chat with the operator.

[0167] FIG. 23 is a diagram showing an example of switching to manned support. For example, the chat CT performed in step S126 is realized by an exchange of an input by the user (hereinafter referred to as "user input INUR") and an input by the operator (hereinafter referred to as "operator input INOP") as shown in the drawing.

[0168] The user input INUR is a question or the like input by the user terminal.

[0169] The operator input INOP is a response input by the operator terminal to the question.

[0170] In the above manner, the chat CT is performed by a human.

[0171] When the chat CT ends, an evaluation for the manned support may be received separately from the evaluation of the chatbot. For example, an evaluation for the manned support is received on the following screen.

[0172] FIG. 24 is a diagram showing an example of a screen for receiving an evaluation operation for the manned support. For example, a button for inputting an evaluation for the manned support (hereinafter referred to as "manned support evaluation button AP2") is displayed on the screen. In this way, the customer satisfaction or the like may be evaluated separately from the bot by the manned support evaluation button AP2 or the like.

[0173] In step S127, the input unit 5c of the operator terminal 5 receives an operation to end the manned response. Specifically, it receives an operation of pressing the "End Conversation" button shown in FIG. 25 described later. Also, when there is no conversation exchange within a predetermined time, the manned response may be ended.

[0174] In step S128, the communication unit 5a of the operator terminal 5 notifies the end of the manned response.

[0175] During the manned response, the operator terminal 5 displays, for example, the following screens.

[0176] FIG. 25 is a diagram showing an example of a screen displayed by the operator terminal during the manned response. For example, the operator terminal 5 may display the response history (hereinafter referred to as "bot response history INFB") corresponding to the bot, etc.

[0177] The bot response history INFB indicates response information, etc. that the bot responded with before switching to the manned response. With such a bot response history INFB, the operator can grasp what kind of responses the bot made, etc.

[0178] The manned response is performed on the manned response screen INFH, etc. As described above, when the manned response can be performed, a detailed response becomes possible, and the user satisfaction can be improved.

[0179] In step S129, when the chat between the user and the operator ends, the response state management unit 33 of the server device 1 sets the response state to "completed".

[0180] In step S130, the operator state management unit 34 of the server device 1 sets the operator's state to "available for response".

[0181] In step S131, the communication unit 31 of the server device 1 notifies the operator's state.

[0182] In step S132, the device control unit 5b of the operator terminal 5 sets the operator's status to "available".

[0183] In step S133, the communication unit 31 of the server device 1 transmits evaluation items for manned response.

[0184] In step S134, the display unit 2d of the user terminal 2 displays a screen as shown in, for example, FIG. 24.

[0185] In step S135, the input unit 2c of the user terminal 2 accepts an evaluation for manned response.

[0186] In step S136, the communication unit 2a of the user terminal 2 transmits evaluation information.

[0187] In step S137, the processing content acquisition unit 13 of the server device 1 stores a history such as evaluation information.

[0188] <Example of data stored in the server device> The server device 1 manages the status of the operator, etc. as shown in the following (Table 1), for example.

[0189]

Table 1

[0190] "Status" indicates the status of the operator.

[0191] Also, the server device 1 has data as shown in the following (Table 2), for example.

[0192]

Table 2

[0193] "Status" indicates the corresponding state.

[0194] "Operator" indicates the operator handling the case when there is human response.

[0195] "Start Date and Time" indicates the date and time when the response via chat etc. starts.

[0196] "First Question" is the input information etc. input first.

[0197] "Answer Category" is the category classified based on the input information etc.

[0198] "History" indicates the history of chat etc. For example, the history is stored as follows in JSON (JavaScript (registered trademark) Object Notation) format.

[0199] Figure 26 is a diagram showing an example of the history.

[0200] "Inputter" indicates the subject that issued the question etc. In this case, the "Inputter" is "User", "Bot" or "Operator".

[0201] "Chat Content" is the input question or the content of the response etc.

[0202] "Date and Time" is the date and time when the question etc. is made etc.

[0203] The response processing unit 22 of the server device 1 displays the bot response history INFB based on the above (Table 2) and the history information in Figure 26. Specifically, it acquires the history corresponding to the session ID of the operator call, and displays the bot response history INFB based on the information stored in the history, for example, like the screen shown in Figure 25.

[0204] <Functional Configuration Example> FIG. 27 is a diagram showing a functional configuration example of an information processing system. For example, the chatbot system 100 has a functional configuration including an acquisition unit 100F1, a search unit 100F2, a response unit 100F3, an evaluation unit 100F4, and a switching unit 100F5. Also, the chatbot system 100 preferably further has a functional configuration including a first setting unit 100F6 and a second setting unit 100F7. Hereinafter, the illustrated functional configuration will be described as an example.

[0205] The acquisition unit 100F1 performs an acquisition procedure for acquiring input information input to the user terminal. For example, the acquisition unit 100F1 is realized by a communication I / F 105 or the like. Also, the acquisition unit 100F1 is composed of a communication unit 31 or the like.

[0206] The search unit 100F2 performs a search procedure for searching for response information for the input information. For example, the search unit 100F2 is realized by a CPU 101 or the like. Also, the search unit 100F2 is composed of an input information analysis unit 11 or the like.

[0207] The response unit 100F3 performs a response procedure for responding to the input information with the response information to the user terminal. For example, the response unit 100F3 is realized by a communication I / F 105 or the like. Also, the response unit 100F3 is composed of a response processing unit 12 or the like.

[0208] The evaluation unit 100F4 performs an evaluation procedure for receiving an evaluation operation from the user terminal. For example, the evaluation unit 100F4 is realized by a communication I / F 105 or the like. Also, the evaluation unit 100F4 is composed of a communication unit 31 or the like.

[0209] The switching unit 100F5 performs a switching procedure for receiving a switching operation. For example, the switching unit 100F5 is realized by a communication I / F 105 or the like. Also, the switching unit 100F5 is composed of a response processing unit 12 or the like.

[0210] The first setting unit 100F6 performs a first setting procedure for setting whether to perform manned response or not. For example, the first setting unit 100F6 is realized by a communication I / F 105 or the like. Also, the first setting unit 100F6 is composed of an operator state management unit 34 or the like.

[0211] The second setting unit 100F7 performs a second setting procedure for setting whether an operator can perform manned response. For example, the second setting unit 100F7 is realized by an operation I / F 506 or the like. Further, the second setting unit 100F7 is composed of a device control unit 5b or the like.

[0212] <Other Embodiments> As described above with respect to specific examples, the present invention is not limited to the examples and modifications shown above. That is, various modifications and improvements are possible within the scope of the present invention. For example, forms constructed by combining components in embodiments and modifications are also included within the scope of the present invention.

[0213] Also, for example, although the user-side control unit and the management-side control unit were included in one server device, they may be divided and included in two or more server devices. In this case, the database may also be provided separately from the server device, and each of the two or more server devices may communicate with the database.

[0214] Also, in the server device according to the embodiment, although each database stores string information, it is not limited thereto. The database may store information such as images and voices.

[0215] Also, the present invention may be a program for executing an information processing method, or may be a non-temporary computer-readable recording medium on which the above program is recorded. Needless to say, the above program can be distributed via a transmission medium such as the Internet.

[0216] Also, the numbers such as ordinal numbers and quantities used above are all examples for specifically explaining the technology of the present invention, and the present invention is not limited to the exemplified numbers. Also, the connection relationship between components is an example for specifically explaining the technology of the present invention, and the connection relationship for realizing the functions of the present invention is not limited thereto.

Explanation of Reference Numerals

[0217] 1 Server device 2 User terminal 2a Communication unit 2b Device control unit 2c Input unit 2d Display unit 3 Administrator terminal 3a Communication unit 3b Device control unit 3c Input unit 3d Display unit 4 Communication network 5 Operator terminal 5a Communication unit 5b Device control unit 5c Input unit 5d Display unit 10 User-side control unit 11 Input information analysis unit 12 Response processing unit 13 Processing content acquisition unit 20 Management-side control unit 21 Input information analysis unit 22 Response processing unit 31 Communication unit 32 Input information monitoring unit 100 Chatbot system 100F1 Acquisition unit 100F2 Search unit 100F3 Response unit 100F4 Evaluation unit 100F5 Switching unit 100F6 First setting unit 100F7 Second setting unit AP1 Bot evaluation button AP2 Human response evaluation button CBX Check box CT Chat 41 Keyword DB 42 Synonym DB 43 Dialogue scenario DB 44 Category DB 45 Question-answer DB 46 History DB 47 Dialogue history DB INFA Response information INFB Bot Response History INFC Category Information INFH Attended Response Screen INFI Input Information INFQ Immediately Previous Input Information INOP Operator Input INUR User Input MES Message SET Status Switch SW Attended Switch Button

Prior Art Documents

Patent Documents

[0218]

Patent Document 1

Claims

1. An information processing system having one or more information processing devices connected to a user terminal that receives input from a user and an operator terminal that receives input from an operator, an acquisition unit that acquires input information input to the user terminal, a search unit that searches for response information for the input information, a response unit that responds to the user terminal with the response information for the input information, a determination unit that determines whether there is an operator who can handle it, a control unit that causes the user terminal to display a button for performing an evaluation operation on the response information and a button for performing a switching operation to perform a chat between the user terminal and the operator terminal when the determination unit determines that there is an operator who can handle it, and causes the user terminal to display only the button for performing the evaluation operation on the response information without displaying the button for performing the switching operation when the determination unit determines that there is no operator who can handle it; An information processing system comprising the above.

2. The determination unit, The information processing system according to claim 1, wherein it determines whether there is an operator who can handle it based on the state of the operator operating the operator terminal, which is a state related to whether the operator can handle it or not.

3. The determination unit, The information processing system according to claim 2, wherein it determines whether there is an operator who can handle it based on whether the state of the operator operating the operator terminal is capable of handling, not capable of handling, or in the process of handling.

4. The information processing system further comprises a setting unit that sets whether to perform a chat between the user terminal and the operator terminal, The determination unit, When it is set to perform a chat based on the setting by the setting unit, it determines whether there is an operator who can handle it, The information processing system according to any one of claims 1 to 3, wherein the control unit causes the user terminal to display only the button for performing the evaluation operation on the response information without displaying the button for performing the switching operation when it is not set to perform a chat.

5. The determination unit, The information processing system according to any one of claims 1 to 4, wherein it determines to cause the user terminal to display the button for performing the switching operation when responding to the user terminal by the response unit.

6. The control unit, Cause the user terminal to display a button for performing an evaluation operation on the response information. The determination unit The information processing system according to any one of claims 1 to 5, wherein when causing the user terminal to display a button for performing an evaluation operation, it is determined to display a button for performing the switching operation.

7. An information processing system including a user terminal that receives an input from a user, an operator terminal that receives an input from an operator, and one or more information processing devices that connect the user terminal and the operator terminal, The one or more information processing devices An acquisition unit that acquires input information input to the user terminal, A search unit that searches for response information for the input information, A response unit that responds to the input information with the response information to the user terminal, A determination unit that determines whether there is an operator who can handle it, When it is determined by the determination unit that there is an operator who can handle it, cause the user terminal to display a button for performing a switching operation to perform a chat between the user terminal and the operator terminal together with a button for performing an evaluation operation on the response information. When it is determined by the determination unit that there is no operator who can handle it, a control unit that causes the user terminal to display a button for performing an evaluation operation on the response information without displaying a button for performing the switching operation. An information processing system having

8. An information processing method performed by an information processing system including a user terminal that receives an input from a user, an operator terminal that receives an input from an operator, and an information processing device that connects the user terminal and the operator terminal, An acquisition procedure in which the information processing system acquires input information input to the user terminal, A search procedure in which the information processing system searches for response information for the input information, A response procedure in which the information processing system responds to the input information with the response information to the user terminal, A determination procedure in which the information processing system determines whether there is an operator who can handle it, When the information processing system determines that there is an operator who can handle the case according to the determination procedure, it performs a switching operation to switch to chatting between the user terminal and the operator terminal together with a button for performing an evaluation operation on the response information, and causes the user terminal to display a button for performing the switching operation. When it is determined that there is no operator who can handle the case according to the determination procedure, a control procedure for causing the user terminal to display a button for performing an evaluation operation on the response information without displaying the button for performing the switching operation; An information processing method including the above.

9. An information processing system having a user terminal that receives an input from a user, an operator terminal that receives an input from an operator, and one or more information processing devices that connect the user terminal and the operator terminal, An acquisition unit that acquires input information input to the user terminal; A search unit that searches for response information for the input information; A response unit that responds to the user terminal with the response information for the input information; A determination unit that determines whether there is an operator who can handle the case; When the determination unit determines that there is an operator who can handle the case, a control unit that causes the user terminal to display a button for performing an evaluation operation on the response information and a button for performing a switching operation to switch to chatting between the user terminal and the operator terminal, and when the determination unit determines that there is no operator who can handle the case, causes the user terminal to display a button for performing an evaluation operation on the response information without displaying the button for performing the switching operation; A program for causing the above to function.

Images