Response flow creation support device and response flow creation support method

Abstract

To support creation of a reception flow indicating a dialogue flow in a reception work performed by a receptionist to a questioner.SOLUTION: A reception flow creation supporting device stores a condition table which is information associating a guide with a combination of possible values taken by each of items to determine when a receptionist identifies the guide to show to a questioner, determines whether or not the condition table satisfies requirements necessary for creating a reception flow, creates the reception flow based on the condition table determined to satisfy the requirements, and outputs it. The reception flow creation supporting device determines that the requirements are not satisfied in the condition table when different guides are respectively associated with the multiple combinations where each item has the same value and when the reception flow with a single origin of the branching by the condition table cannot be created.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to a response flow creation support device and a response flow creation support method. [Background technology]

[0002] Companies and government agencies that provide products and services handle customer service work by accepting inquiries and consultations from customers and users via counters and telephone lines and providing guidance. In these customer service work environments, it is necessary to effectively utilize limited resources and operate efficiently while maintaining the quality of customer service. Therefore, various systems have been proposed to support customer service work.

[0003] For example, Patent Document 1 describes an interactive business support system designed to enable business personnel to respond to customer utterances with optimal content during work. The interactive business support system inputs customer speech from a customer terminal and receives the agent's speech from an agent terminal, transmitting the speech to a speech recognition server and a sentiment analysis server. The speech recognition server converts the received speech into spoken text and transmits the spoken text to the interactive business support device. The sentiment analysis server calculates an emotion score representing the customer's emotion for each utterance from the received speech and transmits the emotion score to the interactive business support device. Based on the spoken text and the emotion score, the interactive business support device performs machine learning inference using training data from past conversations between customers and highly skilled agents, and calculates utterance candidates and predicted scores for each response pattern of the agent to the customer's utterance, for affirmative, negative, and topic-changing responses, and displays them on the agent's terminal.

[0004] Furthermore, for example, Patent Document 2 describes a dialogue scenario generation device configured for the purpose of efficiently generating dialogue scenarios. The dialogue scenario generation device receives as input a list of titles for a ranking site and answers corresponding to the titles, converts the titles to create a question, generates extended answers by expanding the answers, and for each answer included in the list of answers, generates response candidates for the answer to the question based on the question and the answer, and generates a dialogue scenario in which the first utterance of the dialogue scenario is the question, the second utterance is an answer candidate corresponding to each of the answers and each of the extended answers, and the third utterance is an answer candidate. [Prior art documents] [Patent documents]

[0005] [Patent Document 1] Japanese Patent Publication No. 2021-157419 [Patent Document 2] Japanese Patent Application Publication No. 2018-180936 Summary of the Invention [Problem to be solved by the invention]

[0006] One effective way to efficiently manage customer service operations is to prepare in advance a flow (hereinafter referred to as a "customer service flow") that models the flow of dialogue for identifying appropriate guidance to be shown to customers or users in response to various anticipated inquiries and consultations. However, when there are many types of guidance or when there are many branching decisions to make before identifying the appropriate guidance, there is the problem that preparing the customer service flow is a heavy burden.

[0007] The dialogue-type business support device described in Patent Document 1 uses machine learning inference based on the utterance text and emotion score to determine utterance candidates and predicted scores as response patterns to customer utterances, and displays them on a staff member terminal. The system converts the topic of a website to create a question, generates an extended answer by expanding the answer corresponding to the topic, and generates a dialogue scenario based on response candidates for the answer to the question based on the question and the answer. However, neither of the documents describes a mechanism for supporting the creation of a response flow that models the dialogue flow to identify appropriate guidance to be shown to customers or users.

[0008] An object of the present invention is to provide a response flow creation support device and a response flow creation support method that can support the creation of a response flow. [Means for solving the problem]

[0009] One of the present inventions for achieving the above-mentioned object is a device (a response flow creation support device) that supports the creation of a response flow that indicates the flow of dialogue in a response task performed by a responder with a questioner, and is configured using an information processing device having a processor and a storage device, and stores a condition table that is information that associates the guidance with combinations of values ​​that can be taken by each of the items that the responder judges when specifying the guidance to be shown to the questioner, determines whether the condition table meets the requirements necessary for generating the response flow, and if it is determined that the requirements are met, generates and outputs a response flow based on the condition table.

[0010] Other problems and solutions disclosed in the present application will be made clear in the detailed description and drawings. [Effects of the Invention]

[0011] According to the present invention, it is possible to support the creation of a response flow that models the flow of a dialogue. [Brief explanation of the drawings]

[0012] [Figure 1] 1 is an example of main functions of a response flow creation support device. [Figure 2] 10 is an example of a response flow. [Figure 3]10 is an example of a condition table. [Figure 4] 10 is a flowchart illustrating a response flow creation support process. [Figure 5] 10 is a flowchart illustrating a condition table determination process. [Figure 6] 10 is a flowchart illustrating a process of determining whether a classification is overlapped; [Figure 7] 10 is an example of a condition table including overlapping classifications. [Figure 8A] 10 is an example of a condition table in which non-questionable values ​​are set for classification items. [Figure 8B] 8B is an example of a condition table after open-ended value expansion obtained by expanding the condition table of FIG. 8A into open-ended values. [Figure 9] 10 is a flowchart illustrating a single flow determination process. [Figure 10] 10 is an example of a condition table that cannot generate a single-flow response flow. [Figure 11] 10 is a flowchart illustrating a response flow generation process. [Figure 12A] 10 is a flowchart illustrating a flow generation sub-process. [Figure 12B] 10 is a flowchart illustrating a flow generation sub-process. [Figure 13] 10 is a flowchart illustrating a flow combination process. [Figure 14] 10 is a flowchart illustrating a response flow output process. [Figure 15] 10 is an example of a narrowing-down condition accepting screen. [Figure 16] 10 is an example of a response flow presentation screen. [Figure 17] 10 is an example of a screen for notifying the reason for incompatibility. [Figure 18] 1 is an example of an information processing device used to configure a response flow creation support device. DETAILED DESCRIPTION OF THE INVENTION

[0013] Hereinafter, an embodiment of the present invention will be described with reference to the drawings. The above aspects are examples for explaining the present invention, and some omissions and simplifications have been made as appropriate for clarity of explanation. The present invention can also be implemented in various other forms. In the following description, the letter "S" added before a reference numeral denotes a processing step.

[0014] 1 shows the main functions of a response flow creation support device 100 according to one embodiment of the present invention. The response flow creation support device 100 is configured using one or more information processing devices (computers).

[0015] The response flow creation support device 100 is used, for example, in organizations such as companies and government agencies that provide products and services, to handle inquiries and consultations from customers, users, etc., at counters, over telephone lines, over the Internet, etc. The response flow creation support device 100 supports the creation of a flow (hereinafter referred to as a "response flow") that models the flow of dialogue (procedures, progress methods, scenarios, etc.) for identifying appropriate guidance (guide) to be shown to customers, users, etc. in response work.

[0016] FIG. 2 shows an example of a customer service flow. The illustrated customer service flow 114 shows how an operator at a customer service desk of a manufacturer of electrical appliances can provide appropriate guidance to a customer who inquires about how to reset their appliance. As shown in the figure, the illustrated customer service flow 114 includes nodes corresponding to items that the operator determines when identifying the guidance to provide to the customer, and arrows (edges) connecting the nodes and the guidance. The arrows indicate the direction of branching (branch destination) according to the item values ​​(options). The illustrated customer service flow 114 includes items such as "When was it manufactured?", "Is it a built-in battery type?", "Is the product a general-purpose type?", and "Is development mode available?". The illustrated customer service flow 114 also includes the following guidance: "Press and hold the power button," "Press the button next to the battery compartment cover," "Press buttons 1 and 2 simultaneously," "Select reset from the developer menu," and "Turn off the power and leave it for three days."

[0017] In the following description, a person who performs a service by referring to the service flow 114 at the site where the service is performed, such as an operator, will be referred to as a "service person." A person who makes an inquiry (question) or consultation about a product, service, etc. to an organization performing the service will be referred to as a "questioner." A person who creates and manages the service flow 114 using the service flow creation support device 100 at the site where the service is performed will be referred to as a "manager." Items that the service person determines when identifying the guidance to be provided to the questioner will be referred to as a "classification item."

[0018] The response flow creation support device 100 generates and outputs a response flow 114 based on information (hereinafter referred to as a "condition table") that associates combinations of values ​​that each classification item can take with guidance, which information is acquired based on the response history recorded on-site and the experience and knowledge of the responders and managers. The response flow creation support device 100 also determines whether the given condition table 111 satisfies the requirements necessary for generating the response flow 114 (whether the condition table 111 is in a state where an appropriate response flow 114 can be generated), and if the condition table 111 is not in a state where an appropriate response flow 114 can be generated (does not satisfy the requirements), it outputs a message to that effect and the reason for this (hereinafter referred to as a "reason for inadequacy"). The reason for inadequacy includes information indicating the parts of the condition table 111 where the requirements are not satisfied.

[0019] An example of a condition table is shown in Figure 3. The contents of the illustrated condition table 111 correspond to the contents of the response flow illustrated in Figure 1. Each row of the illustrated condition table 111 corresponds to one piece of information, and each column other than information in the condition table 111 corresponds to a classification item. Each classification item in each row of the condition table 111 (the intersection of the classification item column and the information row) stores one of the values ​​that the classification item can take.

[0020] As shown in FIG. 1, the response flow creation support device 100 has the functions of a memory unit 110, a condition table receiving unit 120, a condition table determination unit 130, a condition table determination result output unit 135, a response flow generation unit 140, a flow narrowing unit 150, and a response flow output unit 155.

[0021] Of the above functions, the storage unit 110 stores information (data) of a condition table 111, a condition table after unquestioned value expansion 112, a condition table determination result 113, a response flow 114, and a response flow narrowing-down result 115.

[0022] The condition table receiving unit 120 receives input of the condition table 111 and manages the received condition table 111 in the storage unit 110. For example, a manager creates the condition table 111 based on the history of responses recorded on-site, the experience and knowledge of the responders and manager, and inputs the created condition table 111 into the response flow creation support device 100. The condition table 111 may be automatically generated, for example, by software that performs natural language processing based on existing information such as response history.

[0023] The condition table determination unit 130 determines (verifies) whether the condition table 111 is in a state where an appropriate response flow can be generated (whether the requirements necessary for generating an appropriate response flow are met). As shown in the figure, the condition table determination unit 130 includes a format determination unit 1301, an overlap classification determination unit 1302, and a single flow determination unit 1303.

[0024] Of these, the format determination unit 1301 determines whether the condition table 111 satisfies the above requirements from a formal viewpoint, for example, whether invalid values ​​are stored in the classification items, whether invalid values ​​or non-essential values ​​(arbitrary values) are stored in the guidance, whether there are any values ​​in the classification items or guidance that have not been set, etc.

[0025] Furthermore, the overlapping classification determination unit 1302 determines whether the condition table 111 satisfies the above requirements by determining whether the condition table 111 includes a set of rows in which different guidance is associated with the same combination of values ​​that each classification item can take (the conditions for identifying the guidance are the same) (hereinafter, this state will be referred to as "overlapping classification"). If the condition table 111 includes overlapping classifications, the overlapping classification determination unit 1302 determines that the condition table 111 does not satisfy the above requirements.

[0026] The single flow determination unit 1303 also determines whether the condition table 111 satisfies the above requirements by determining whether a response flow (hereinafter referred to as a "single flow") with a single branch starting point (head (route)) can be generated using the condition table 111. If the condition table 111 cannot generate a single flow, the single flow determination unit 1303 determines that the condition table 111 does not satisfy the above requirements.

[0027] The condition table determination result output unit 135 generates and outputs a condition table determination result 113, which is information describing the determination result by the condition table determination unit 130. The condition table determination result output unit 135 outputs the contents of the condition table determination result 113 via a user interface, for example, and presents it to the administrator. The condition table determination result 113 includes information indicating, for example, that the condition table 111 is in a state where an appropriate response flow can be generated (meets the requirements) or that the condition table 111 is not in a state where an appropriate response flow can be generated (does not meet the requirements). Furthermore, if the condition table determination unit 130 determines that the condition table 111 is not in a state where an appropriate response flow can be generated (does not meet the requirements), the condition table determination result 113 further includes information indicating the reason for inadequacy.

[0028] The response flow generating unit 140 generates a response flow 114 based on the condition table 111 that has been determined by the condition table determining unit 130 to be in a state where an appropriate response flow can be generated.

[0029] The flow narrowing unit 150 receives conditions for narrowing down the response flows 114 generated by the response flow generating unit 140 from the administrator, and generates a response flow narrowing result 115 including the content of the response flows 114 narrowed down based on the received conditions.

[0030] The response flow output unit 155 outputs the response flow 114 generated by the response flow generation unit 140 and the response flow narrowing result 115 generated by the flow narrowing unit 150. The response flow output unit 155 presents the response flow 114 and the response flow narrowing result 115 generated by the flow narrowing unit 150 to the administrator via, for example, a user interface.

[0031] Next, various processes performed by the response flow creation support device 100 will be described.

[0032] 4 is a flowchart illustrating the process (hereinafter referred to as "response flow creation support process S400") performed by the response flow creation support device 100. The response flow creation support process S400 will be described below with reference to FIG.

[0033] First, the condition table receiving unit 120 receives input of the condition table 111 (S401).

[0034] Next, the condition table determination unit 130 performs a process (hereinafter referred to as "condition table determination process S410") to determine whether the condition table 111 is in a state where an appropriate response flow can be generated, and generates a condition table determination result 113. The condition table determination process S410 will be described in detail later.

[0035] Next, the response flow creation support device 100 determines the content of the condition table determination result 113 (S415). If the content of the condition table determination result 113 indicates that a response flow cannot be generated (if the content of the condition table determination result 113 is other than "response flow generation possible") (S415: No), the process proceeds to S420. On the other hand, if the content of the condition table determination result 113 indicates that a response flow can be generated (if the content of the condition table determination result 113 is "response flow generation possible") (S415: Yes), the process proceeds to S430.

[0036] In S420, the condition table determination result output unit 135 outputs a message indicating that the response flow 114 cannot be generated based on the received condition table 111, along with the reason for the inappropriateness. After that, the response flow creation support process S400 ends.

[0037] In S430, the response flow generation unit 140 performs processing (hereinafter referred to as "response flow generation processing S430") to generate the response flow 114 based on the condition table 111. Details of the response flow generation processing S430 will be described later.

[0038] Next, the response flow output unit 155 performs a process to output the response flow 114 generated by the response flow generation unit 140 (hereinafter referred to as "response flow output process S440"). Details of the response flow output process S440 will be described later. After that, the response flow creation support process S400 ends.

[0039] In this way, when the condition table 111 is properly created, the response flow creation support device 100 automatically generates and outputs the response flow 114, so that the administrator can efficiently create the response flow 114, even when there are many types of guidance or many branching items that must be determined before identifying the appropriate guidance. Note that the work of creating the condition table 111 by extracting branching items that are thought to be related to guidance based on the response history, the experience of the responder, etc., is less burdensome than creating the response flow 114.

[0040] Furthermore, if the condition table 111 is not created appropriately, the response flow creation support device 100 Since the system outputs a message indicating that the response flow 114 cannot be generated and the reason for its inadequacy, the administrator can efficiently modify the condition table 111 and create the response flow 114. In this way, the response flow creation support device 100 can support the creation of the response flow 114.

[0041] Fig. 5 is a flowchart for explaining the condition table determination process S410 in Fig. 4. Below, the condition table determination process S410 will be explained with reference to this figure.

[0042] First, the format determination unit 1301 determines (verifies) the condition table 111 from a formal perspective (S511). If the determination result indicates that the condition table 111 has a formal deficiency (S512: No), the format determination unit 1301 stores "format deficiency" in the condition table determination result 113 (S513). Thereafter, the condition table determination process S410 ends, and the process proceeds to S415 in Fig. 4. On the other hand, if the determination result indicates that no formal deficiency has been detected in the condition table 111 (S512: Yes), the process proceeds to S520.

[0043] In S520, the overlapping classification determination unit 1302 performs processing to determine whether or not the condition table 111 includes overlapping classifications (hereinafter referred to as "overlapping classification determination processing S520"). The overlapping classification determination processing S520 will be described in detail later. If the return value of the overlapping classification determination processing S520 is "overlapping classification rows present" (S521: Yes), the overlapping classification determination unit 1302 stores "overlapping classification present" and information indicating the overlapping classification locations (rows with overlapping classifications) in the condition table determination result 113 (S522). Thereafter, the condition table determination processing S410 ends, and processing proceeds to S415 in FIG. 4. On the other hand, if the return value of the overlapping classification determination processing S520 is "overlapping classification rows not present" (S521: No), processing proceeds to S530.

[0044] In S530, the single flow determination unit 1303 performs processing to determine whether or not a single flow can be generated based on the condition table 111 (hereinafter referred to as "single flow determination processing S530"). The details of the single flow determination processing S530 will be described later. If the return value of the single flow determination processing S530 is "single flow not possible" (S531: Yes), the single flow determination unit 1303 stores "single flow not possible" in the condition table determination result 113 (S532). Thereafter, the condition table determination processing S410 ends, and the processing proceeds to S415 in FIG. 4. On the other hand, if the return value of the single flow determination processing S530 is not "single flow not possible" (S531: No), the single flow determination unit 1303 stores "response flow generation possible" in the condition table determination result 113 (S533). Thereafter, the condition table determination processing S410 ends, and the processing proceeds to S415 in FIG. 4.

[0045] Fig. 6 is a flowchart illustrating the overlapping classification determination process S520 in Fig. 5. The overlapping classification determination process S520 will be described below with reference to Fig. 6.

[0046] First, the overlapping classification determination unit 1302 searches the condition table 111 for all pairs of rows where the values ​​of all classification items are the same (the conditions are the same) and the corresponding guidance is different (S611), and determines whether or not the corresponding pair of rows exists in the condition table 111 (S612). If the corresponding pair of rows exists in the condition table 111 (S612: Yes), the overlapping classification determination unit 1302 sets "overlapping classification row exists" and information indicating the pair of rows in question as a return value (S613). Thereafter, the overlapping classification determination process S520 ends, and the process proceeds to S521 in FIG. 5. On the other hand, if it is determined that the condition table 111 does not contain any pairs of rows where the values ​​of all classification items are the same (the conditions are the same) and the corresponding guidance is different (S612: No), the process proceeds to S620.

[0047] FIG. 7 shows an example of a condition table 111 including overlapping classifications. In the example condition table 111, the second and third rows both have the value "a11" for the classification item "Q1," the value "a22" for the classification item "Q2," and the value "-" for the classification items "Q3" and "Q4," so the conditions are the same. The second line is "G2" and the third line is "G12", which are different. In the case of 11, information indicating that the second and third rows are classified as overlapping categories is set as the return value of the overlapping category determination process S520 in S613 of FIG.

[0048] Returning to FIG. 6, in S620, the overlapping classification determination unit 1302 generates a condition table (condition table after no-question value expansion 112) in which classification items for which no-question values ​​(arbitrary values) are set as values ​​of the classification items in the condition table 111 are expanded into all possible combinations of values ​​that the classification items can take (associating the guidance with the possible combinations of values ​​that each item in the condition table 111 can take when the value of the classification item set as a no-question value is fixed to each possible value that the classification item can take. Hereinafter, this will be referred to as "no-question value expansion").

[0049] Next, as in S612, the overlapping classification determination unit 1302 searches the condition table 112 after no-question-value expansion for all pairs of rows in which all classification item values ​​are equal (the conditions are equal) and the corresponding guidance is different (S621), and determines whether or not the corresponding pair of rows exists in the condition table 112 after no-question-value expansion (S622). If the corresponding pair of rows exists in the condition table 112 after no-question-value expansion (S622: Yes), the overlapping classification determination unit 1302 sets "overlapping classification row exists" and information indicating the pair of rows in question as a return value (S623). Thereafter, the overlapping classification determination process S520 ends, and the process proceeds to S521 in FIG. 5. On the other hand, if it is determined that the pair of rows in which all classification item values ​​are equal and the guidance is different does not exist in the condition table 112 after no-question-value expansion (S622: No), the overlapping classification determination unit 1302 sets "no overlapping classification" as a return value (S624). Thereafter, the overlap classification determination process S520 ends, and the process proceeds to S521 in FIG.

[0050] Fig. 8A shows an example of a condition table 111 in which no-question values ​​are set for classification items, and Fig. 8B shows an example of a condition table 112 after no-question value expansion obtained by performing no-question value expansion on the condition table 111 of Fig. 8A. Note that a column indicating the row numbers of the condition table 111 before no-question value expansion has been added to the condition table 112 after no-question value expansion in Fig. 8B for ease of comparison with the condition table 111 shown in Fig. 8A.

[0051] In the condition table 112 after no-question value expansion shown in Fig. 8B, two pairs of two rows indicated by solid arrows and two pairs of two rows indicated by dashed arrows are overlapping classification rows. In this case, for example, information indicating each row before no-question value expansion corresponding to each of the two pairs (in this example, the third and fourth rows in Fig. 8A) is set as the return value.

[0052] In this way, when a no-question value is set for the value of a classification item in the condition table 111, the response flow creation support device 100 generates a post-no-question value expanded condition table 112 by expanding the condition table 111 into no-question values, and determines whether or not there are overlapping classifications based on the post-no-question value expanded condition table 112. Therefore, the response flow creation support device 100 can reliably determine whether or not an appropriate response flow can be generated.

[0053] Fig. 9 is a flowchart for explaining the single flow determination process S530 in Fig. 5. Below, the single flow determination process S530 will be explained with reference to this figure.

[0054] First, the single flow determination unit 1303 extracts from the condition table 111 classification items (hereinafter referred to as "branch candidates") that are candidates for branching when generating a response flow based on the condition table 111 (S911). Specifically, the single flow determination unit 1303 extracts as branch candidates classification items whose values ​​are not open-ended values ​​(hereinafter, values ​​that are not open-ended values ​​are referred to as "fixed values") and whose possible values ​​(value types) are two or more.

[0055] Next, the single flow determining unit 1303 determines whether the number of extracted branch candidates is "0" or not. (S912). If the number of extracted branch candidates is "0" (S912: Yes), a single flow The determination unit 1303 stores "single flow not possible" as a return value. After that, the single flow determination unit 1303 ends, and the process proceeds to S531 in FIG. 5. Also, if the number of extracted branch candidates is not "0", If not (S912: No), the single flow determination unit 1303 ends, and the process returns to S531 in FIG. move on.

[0056] 10 shows an example of a condition table 111 for which it is not possible to generate a single flow. In the case of the illustrated condition table 111, there is no classification item whose values ​​are all fixed values, and so a single flow cannot be generated.

[0057] Fig. 11 is a flowchart for explaining the response flow generation process S430 in Fig. 4. Below, the response flow generation process S430 will be explained with reference to this figure.

[0058] First, the response flow generation unit 140 executes a flow generation sub-process S1100. Prior to executing the flow generation sub-process S1100, the response flow generation unit 140 stores "root" as an initial value in the variable "branch information" used in the flow generation sub-process S1100, and stores the condition table 111 received in S401 as an initial value in the variable "condition information." Details of the flow generation sub-process S1100 will be described later.

[0059] Next, the response flow generation unit 140 deletes the top node (root node) from all flows in the output flow group generated in the flow generation sub-process S1100, and generates the output flow group after the deletion as the response flow 114. Then, the process proceeds to S431 in FIG.

[0060] Figures 12A and 12B are flowcharts illustrating the flow generation sub-process S1100 shown in Figure 11. Below, the flow generation sub-process S1100 will be explained with reference to these figures.

[0061] First, the response flow generation unit 140 determines whether the current condition information does not contain a column of classification items or whether the condition information contains only one type of guidance (S1211). The flow generation subprocess S1100 is executed as a recursive process, and the above-mentioned determination condition (the current condition information does not contain a column of classification items or the condition information contains only one type of guidance) is the condition for terminating the recursive process. If the above condition is met (S1211: Yes), the response flow generation unit 140 adds the value of the first line of the guidance in the condition information to the end of the current branch information, thereby generating a response flow 114 consisting of one branch (S1220). Then, the flow generation subprocess S1100 ends, and the process proceeds to S1110 in FIG. 11 or S1236 in FIG. 12B, depending on the caller of the flow generation subprocess S1100. On the other hand, if the above condition is not met (S1211: No), the process proceeds to S1212.

[0062] In S1212, the response flow generating unit 140 counts the number of types of values ​​of the classification item, including the no-question value, for each classification item of the condition information, and extracts from the condition information the column of the classification item whose number of types of values ​​is "1". Note that the column of the classification item with the number of types of values ​​"1" is deleted from the condition information. This is because such classification items cannot be used for branching (nodes) of a flow.

[0063] Next, the response flow generation unit 140 extracts classification items to be branch candidates from the classification items of the condition information (S1213). This process is the same as S911 in Fig. 9. That is, the response flow generation unit 140 extracts classification items as branch candidates, whose possible values ​​are all fixed values ​​and whose possible value types are two or more.

[0064] Next, the response flow generating unit 140 initializes the variable "output flow group" (S1214).

[0065] The subsequent processing of S1231 to S1240 in FIG. 12B is a loop processing that is repeatedly performed by sequentially selecting the branch candidates extracted in S1213 in FIG. 12A one by one.

[0066] First, the response flow generation unit 140 selects one of the unselected branch candidates, and is set as the classification item to be subjected to the following processing (hereinafter referred to as "target item") (S1231).

[0067] Next, the response flow generating unit 140 initializes the variable "temporary flow group" (S1232).

[0068] The subsequent processing of S1233 to S1238 is a loop process that is repeatedly performed by selecting one by one the values ​​that the target item can take.

[0069] First, the response flow generating unit 140 adds the target item and the value of the selected target item to the end of the branch information, and assigns this to variable "A." Also, it generates information from the condition information, excluding the target item column, for rows where the target item matches the value of the target item, and assigns the generated information to variable "B" (S1234).

[0070] Next, the response flow generation unit 140 assigns the contents of variable "A" to the branch information and the contents of variable "B" to the condition information, recursively calls the flow generation sub-process S1100, and assigns its return value to variable "C" (S1235).

[0071] Next, the response flow generating unit 140 performs a process of combining the flows (hereinafter referred to as "flow combination process S1236") by substituting the content of the variable "primary flow group" for the variable "first flow group" and substituting the content of the variable "C" for the variable "second flow group". The response flow generating unit 140 substitutes the result (return value) of the flow combination process S1236 for the variable "D". The flow combination process S1236 will be described in detail later.

[0072] Next, the response flow generating unit 140 replaces the content of the variable "primary flow group" with the content of the variable "D" (S1237).

[0073] Next, the response flow generating unit 140 determines whether or not there is an unselected value in the target item (S1238). If there is an unselected value in the target item (S1238: Yes), the process returns to S1233. If there is no unselected value in the target item (S1238: No), the process proceeds to S1239.

[0074] In S1239, the response flow generating unit 140 adds the contents of the variable "temporary flow group" to the variable "output flow group".

[0075] Next, the response flow generating unit 140 determines whether there are any unselected branch candidates (S1240). If there are any unselected branch candidates (S1240: Yes), the process returns to S1231. If there are no unselected branch candidates (S1240: No), the process proceeds to S1241.

[0076] In S1241, the response flow generating unit 140 sets the variable "output flow group" as a return value.

[0077] Fig. 13 is a flowchart for explaining the flow combination process S1236 shown in Fig. 12B. The flow combination process S1236 will be explained below with reference to this figure.

[0078] First, the response flow generating unit 140 initializes the variable "output flow group" (S1311).

[0079] The subsequent processing of S1212 to S1216 is a loop process that is repeatedly performed by selecting unselected flows one by one from the variable "first flow group."

[0080] In S1212, the response flow generating unit 140 selects one unselected flow from the variable "first flow group" and sets it as the first flow (S1212).

[0081] The subsequent processing of S1213 to S1215 is a loop process that is repeatedly performed by selecting unselected flows one by one from the variable "second flow group".

[0082] In S1213, the response flow generating unit 140 selects one unselected flow from the variable "second flow group" and sets it as the second flow.

[0083] Next, the response flow generating unit 140 generates a third flow by combining the branches that make up the first and second flows, and adds the generated third flow to the variable "output flow group" (S1214).

[0084] Next, the response flow generating unit 140 determines whether or not there is an unselected flow in the variable "second flow group" (S1215). If there is an unselected flow in the variable "second flow group" (S1215: Yes), the process returns to S1213. If there is no unselected flow in the second flow group (S1215: No), the process proceeds to S1216.

[0085] In S1216, the response flow generating unit 140 determines whether or not there is an unselected flow in the variable "first flow group." If there is an unselected flow in the variable "first flow group" (S1216: Yes), the process returns to S1212. If there is no unselected flow in the variable "first flow group" (S1216: No), the process proceeds to S1217.

[0086] In S1217, the response flow generating unit 140 sets the variable “output flow group” as a return value. After that, the flow combination process S1236 ends, and the process proceeds to S1237 in FIG. 12B.

[0087] Fig. 14 is a flowchart for explaining the response flow output process S431 shown in Fig. 4. Below, the response flow output process S431 will be explained with reference to this figure.

[0088] First, the response flow output unit 155 determines whether to narrow down the contents of the output flow group before outputting them (S1411). The response flow output unit 155 determines whether to narrow down the contents of the output flow group based on, for example, an indication of intent as to whether to narrow down the contents of the output flow group received from the user via the user interface. If the contents of the output flow group are to be output without narrowing them down (S1411: No), the response flow output unit 155 outputs the contents of the output flow group (for example, displays a screen listing all the contents of the output flow group) (S1412). On the other hand, if the contents of the output flow group are to be narrowed down (S1411: YES), the process proceeds to S1421.

[0089] In S1421, the flow narrowing unit 150 receives a specification of a condition for narrowing down the contents of the output flow group (hereinafter referred to as a "narrowing condition") from the user via the user interface.

[0090] Next, the flow narrowing unit 150 extracts flows from the output flow group based on the received narrowing conditions, and generates the response flow narrowing result 115 that describes the extracted flows (S1422).

[0091] Next, the response flow output unit 155 outputs (displays, prints, etc.) the contents of the response flow narrowing result 115 (S1423).

[0092] Fig. 15 is an example of a screen (hereinafter referred to as a "narrowing condition receiving screen 1500") that is displayed when receiving the narrowing condition in S1421 of Fig. 14. As shown in the figure, the illustrated narrowing condition receiving screen 1500 is provided with a pull-down menu 1511 for selecting the narrowing condition.

[0093] A user such as an administrator can operate the pull-down menu 1511 to select (specify) one of the following narrowing conditions: "Most Number of Questions," "Minimum Number of Questions," "Average Number of Questions," and "Median Number of Questions." Among these, "Most Number of Questions" is a narrowing condition for extracting from the output flow group a flow with the smallest maximum number of questions (number of branch items) until each announcement. "Minimum Number of Questions" is a narrowing condition for extracting from the output flow group a flow with the smallest minimum number of questions (number of branch items) until each announcement. "Average Number of Questions" is a narrowing condition for extracting from the output flow group a flow with the smallest average number of questions (number of branch items) until each announcement. "Median Number of Questions" is a narrowing condition for extracting from the output flow group a flow with the smallest median number of questions (number of branch items) until each announcement. Note that the illustrated narrowing conditions are merely examples, and the user may be able to set or select narrowing conditions based on other perspectives.

[0094] 16 is an example of a screen (hereinafter referred to as a "response flow presentation screen 1600") output by the response flow output unit 155 in S1412 or S1423 of FIG. 14. The response flow presentation screen 1600 shown as an example has multiple response flow display fields 1611 that can be selected by operating tabs 1610. A user such as an administrator can display the response flow 114 that they want to refer to by operating the tabs 1610.

[0095] FIG. 17 is an example of a screen (hereinafter referred to as the "reason for inadequacy notification screen 1700") displayed by the condition table determination result output unit 135 in S420 of FIG. 4. The illustrated reason for inadequacy notification screen 1700 has a field 1711 that displays a message that the input condition table 111 is not in a state that allows the appropriate response flow 114 to be generated, and the reason for the inadequacy (including information indicating the portion of the condition table 111 that does not satisfy the requirements). By referring to the reason for inadequacy notification screen 1700, a user such as an administrator can know that the condition table 111 is not in a state that allows the appropriate response flow 114 to be generated. Furthermore, the user can efficiently correct the condition table 111 by referring to the reason for inadequacy. Furthermore, for example, by gradually correcting the condition table 111 by referring to the reason for inadequacy, the user does not need to find missing conditions or the order of questions through trial and error, and can efficiently create a response flow with little effort.

[0096] As explained in detail above, by using the response flow creation support device 100 of this embodiment, a user such as an administrator can efficiently create a response flow 114. Furthermore, with the response flow creation support device 100, for any guidance listed in the condition table 111, the user can create a response flow 114 consisting of a continuous combination of values ​​that can be taken by each of the classification items. Then, by having the responder perform the response work using the created response flow 114, it becomes possible to efficiently provide appropriate guidance to the requester, thereby improving the quality of the response work.

[0097] <Example of information processing device> FIG. 18 shows an example of the hardware configuration of an information processing device (computer) used to configure the response flow creation support device 100.

[0098] The illustrated information processing device 10 includes a processor 11, a main storage device 12 (memory), an auxiliary storage device 13 (external storage device), an input device 14, an output device 15, and a communication device 16. These are communicably connected via a bus, a communication cable, or the like. Examples include personal computers, server devices, smartphones, tablets, office computers, and general-purpose computers (mainframes).

[0099] The information processing device 10 may be realized, in whole or in part, by using virtual information processing resources provided using virtualization technology, process space separation technology, or the like, such as a virtual server provided by a cloud system. Also, all or in part of the functions provided by the information processing device 10 may be realized, for example, by a service provided by a cloud system via an API (Application Programming Interface), or the like. All or part of the functions provided by the information processing device 10 may be provided as, for example, SaaS (Software as a Service), PaaS (Platform as a Service), IaaS (Infrastructure as a Service), etc. It may be realized by using the Service as a Service.

[0100] The processor 11 may be, for example, a central processing unit (CPU), a micro processing unit (MPU), a graphics processing unit (GPU), a field programmable gate array (FPGA), or the like. It is composed of chips such as Gate Array (Gate Array), ASIC (Application Specific Integrated Circuit), and AI (Artificial Intelligence) chips.

[0101] The main memory device 12 is a device used by the processor 11 when executing a program, and is, for example, a ROM (Read Only Memory), a RAM (Random Access Memory), or a non-volatile memory (NVRAM (Non Volatile RAM)). The various functions realized in the response flow creation support device 100 are realized by the processor 11 reading out programs and data stored (memorized) in the auxiliary memory device 13 into the main memory device 12 and executing them.

[0102] The auxiliary storage device 13 is a device that stores programs and data, and may be, for example, an SSD (Solid State Drive), a hard disk drive, or an optical storage device (CD (Compact Disc) The auxiliary storage device 13 can be configured with a non-transitory storage medium read / write device such as a digital video card (Digital Versatile Disc), a DVD (Digital Versatile Disc), a storage system, an IC card, an SD card, or an optical storage medium, a non-transitory storage area of ​​a cloud server, etc. Programs and data can be read into the auxiliary storage device 13 from other information processing devices equipped with non-transitory storage media or non-transitory storage devices via a storage medium reader or a communication device 16. The programs and data stored in the auxiliary storage device 13 are read into the main storage device 12 as needed.

[0103] The input device 14 is an interface that accepts input of information from the outside, and is, for example, a keyboard, a mouse, a touch panel, a card reader, a pen-input tablet, a voice input device, or the like.

[0104] The output device 15 is an interface that outputs various information such as the progress of processing and the results of processing to the outside. The output device 15 is, for example, a display device (liquid crystal monitor, LCD (Liquid Crystal Display), graphic card, etc.) that visualizes the various information described above, a device that converts the various information described above into audio (audio output device (speaker, etc.)), or a device that converts the various information described above into text (printer, etc.). Note that, for example, the information processing device 10 may be configured to input and output information to and from other devices via the communication device 16.

[0105] The input device 14 and the output device 15 constitute a user interface that realizes interactive processing with the user (receiving information, providing information, etc.).

[0106] The communication device 16 is a device that realizes communication with other devices. The communication device 16 is a wired or wireless communication interface that realizes communication with other devices via a communication network, and is, for example, a NIC (Network Interface Card), a wireless communication module, a USB module, or the like.

[0107] The information processing device 10 may be equipped with, for example, an operating system, a file system, a DBMS (DataBase Management System) (relational database, NoSQL, etc.), a KVS (Key-Value Store), etc.

[0108] Although the embodiments have been described above, the present invention is not limited to the above-described embodiments, and various modifications are included, and the present invention is not necessarily limited to those including all of the configurations described. Furthermore, it is possible to replace part of the configuration of one embodiment with the configuration of another embodiment, or to add the configuration of another embodiment to the configuration of one embodiment. Furthermore, it is possible to add, delete, or replace part of the configuration of each embodiment with other configurations.

[0109] For example, in the above embodiment, an example was described in which the response flow is expressed in the form of a flowchart, but the response flow may also be expressed in other forms (for example, expressed using only characters or sentences). [Explanation of symbols]

[0110] 1. Response flow creation support device 110 Storage section 111 Condition Table 112 Condition table after unspecified value expansion 113 Condition table judgment result 114 Response flow 115 Response flow narrowing results 120 Conditions Table Reception Department 130 Condition table judgment section 1301 Type determination section 1302 Duplicate classification judgment unit 1303 Single flow decision unit 135 Condition table judgment result output section 140 Response flow generation unit 150 Flow Restriction Section 155 Response flow output section S400 Response flow creation support process S410 Condition table judgment process S431 Response flow output process S520 Duplicate classification determination process S530 Single flow determination process S430 Response flow generation process S1100 Flow Generation Sub-Process

Claims

1. A device for supporting creation of a response flow showing a flow of dialogue in a response task performed by a responder with a questioner, The information processing device includes a processor and a storage device, storing a condition table that is information that associates the guidance with a combination of values ​​that can be taken by each of items that are judged when the attendant specifies guidance to be provided to the questioner; determining whether the condition table satisfies the requirements for generating the response flow; If it is determined that the requirements are met, a response flow is generated based on the condition table and output. A support device for creating response flow.

2. 2. The response flow creation support device according to claim 1, When different guidance messages are associated with a plurality of combinations in which the values ​​of the items are the same in the condition table, it is determined that the condition table does not satisfy the requirements. A support device for creating response flow.

3. 3. The response flow creation support device according to claim 2, If the condition table includes the item whose value is an open-ended value, a condition table after open-ended value expansion is generated, which is information that associates the guidance with combinations of values ​​that each item in the condition table can take when the values ​​of the items are determined to be each value that the item can take, In the condition table after non-question value expansion, when different guidance messages are associated with the plurality of combinations in which the respective values ​​of the items are the same, it is determined that the condition table does not satisfy the requirements. A support device for creating response flow.

4. 2. The response flow creation support device according to claim 1, determining that the condition table does not satisfy the requirements if the condition table cannot generate a response flow with a single branching starting point; A support device for creating response flow.

5. 5. The response flow creation support device according to claim 4, If it is not possible to extract from the condition table an item whose possible values ​​are not open-ended and whose possible values ​​are two or more, it is determined that it is not possible to generate a response flow with a single branching starting point. A support device for creating response flow.

6. 2. The response flow creation support device according to claim 1, determining that the condition table does not satisfy a formal requirement if the condition table does not satisfy the requirement; A support device for creating response flow.

7. 2. The response flow creation support device according to claim 1, outputting information indicating that the condition table does not satisfy the requirements when it is determined that the condition table does not satisfy the requirements; A support device for creating response flow.

8. 2. The response flow creation support device according to claim 1, When it is determined that the condition table does not satisfy the requirements, Output information indicating the reason why it was determined not to be true. A support device for creating response flow.

9. 2. The response flow creation support device according to claim 1, When it is determined that the condition table does not satisfy the requirements, information indicating the part of the condition table that does not satisfy the requirements is output. A support device for creating response flow.

10. 2. The response flow creation support device according to claim 1, a user interface for receiving input of the condition table; A support device for creating response flow.

11. 2. The response flow creation support device according to claim 1, a user interface for receiving conditions for narrowing down the generated response flows; outputting the response flow narrowed down based on the received conditions; A support device for creating response flow.

12. The response flow creation support device according to claim 11, The condition is any one of a condition for extracting a flow with the smallest maximum number of items leading to each of the guides, a condition for extracting a flow with the smallest minimum number of items leading to each of the guides, a condition for extracting a flow with the smallest average number of items leading to each of the guides, and a condition for extracting a flow with the smallest median number of items leading to each of the guides. A support device for creating response flow.

13. A method for supporting creation of a response flow indicating a flow of a dialogue in a response task performed by a responder with a questioner, comprising: An information processing device having a processor and a storage device, a step of storing a condition table which is information associating the guidance with a combination of values ​​which can be taken by each of items judged when the attendant specifies guidance to be provided to the requester; determining whether the condition table satisfies requirements for generating the response flow; and generating and outputting a response flow based on the condition table when it is determined that the requirements are met; A method for supporting the creation of a response flow.

14. The method for supporting creation of a response flow according to claim 13, a step of the information processing device determining that the condition table does not satisfy the requirements when different guidances are associated with a plurality of the combinations in which the respective values ​​of the items are the same in the condition table; A method for supporting creation of a response flow that further executes the above.

15. The method for supporting creation of a response flow according to claim 13, a step of determining by the information processing device that the condition table does not satisfy the requirements when a response flow with a single branching starting point cannot be generated using the condition table; A method for supporting creation of a response flow that further executes the above.

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