Information processing device, information processing system, information processing method, and program

Abstract

To present an editing screen for an administrator to improve answer precision.SOLUTION: An information processing device which transmits an answer to a question received from a terminal device comprises: a determination unit which determines which of a user's terminal device, or an administrator's terminal device a terminal device which transmits the question; a search unit which searches the answer including one or more words included in the inquiry and calculates weighting of the answer; a communication unit which, when a determined result of the determination unit is the user's terminal device, transmits the answer according to a predetermined threshold value of the weighting to the user's terminal device; and a generation unit which, when the determined result of the determination unit is the administrator's terminal device, generates screen information for editing, by the administrator's terminal device, at least one or more answers searched by the search unit.SELECTED DRAWING: Figure 3

Description

[Technical Field]

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

[0002] In recent years, the use of services using chatbots has expanded in order to reduce costs and improve operational efficiency in providing information about and responding to inquiries about products and services. In systems using chatbots, improving the accuracy of answers to questions is important for further improving operational efficiency. Patent Document 1 discloses a technology for calculating a score to automatically determine whether or not to add information from document data to a chatbot's question-and-answer database (FAQ). Summary of the Invention [Problem to be solved by the invention]

[0003] However, conventional techniques have not been able to provide an editing screen that allows the administrator to improve the accuracy of answers.

[0004] In view of the above-mentioned problems, an embodiment of the present invention aims to present an editing screen that enables an administrator to improve the accuracy of answers. [Means for solving the problem]

[0005] In order to solve the above-mentioned problems, the present invention provides an information processing device that transmits answers to questions received from a terminal device, the information processing device including a discrimination unit that discriminates whether the terminal device transmitting the question is a user's terminal device or an administrator's terminal device, a search unit that searches for answers that include words included in the question and calculates weights for the answers, a communication unit that, when the discrimination unit's discrimination result is that the terminal device is the user's terminal device, transmits an answer according to a predetermined threshold value for the weighting to the user's terminal device, and, when the discrimination unit's discrimination result is that the terminal device is the administrator's terminal device, a search result screen to be displayed, an edit execution button for starting editing of the answers displayed on the search result screen, and a conversation screen corresponding to the conversation history of the user.and a generating unit that generates screen information. [Effects of the Invention]

[0006] According to an embodiment of the present invention, an edit screen can be presented that allows the administrator to improve the accuracy of answers. [Brief explanation of the drawings]

[0007] [Figure 1] 1 is a diagram showing an example of a schematic diagram of an information processing system according to an embodiment of the present invention; [Figure 2] FIG. 2 is a diagram illustrating an example of a hardware configuration of a server and a terminal device according to an embodiment of the present invention. [Figure 3] FIG. 1 is a diagram showing an example of a functional block configuration diagram of an information processing system according to an embodiment of the present invention. [Figure 4] FIG. 2 is a diagram illustrating an example of a question and answer database according to the embodiment of the present invention. [Figure 5] FIG. 2 is a diagram illustrating an example of a conversation history database according to an embodiment of the present invention. [Figure 6] FIG. 2 is a diagram showing an example of scenario information stored in a conversation scenario database according to an embodiment of the present invention. [Figure 7] FIG. 10 is a flowchart illustrating an example of a process for presenting answers to questions entered by a user and an administrator according to an embodiment of the present invention. [Figure 8] FIG. 10 is a diagram illustrating an example of screen identification information according to an embodiment of the present invention. [Figure 9] FIG. 10 is a diagram illustrating a search score calculation method according to an embodiment of the present invention. [Figure 10] FIG. 10 is a sequence diagram showing an example of a process for presenting an answer to a user's question according to an embodiment of the present invention. [Figure 11] FIG. 10 is a diagram showing an example of a conversation screen that displays an answer to a question from a user according to an embodiment of the present invention. [Figure 12]FIG. 10 is a sequence diagram illustrating an example of a process for updating a question and answer database according to an embodiment of the present invention. [Figure 13] FIG. 10 is a diagram showing an example of a conversation history list screen according to an embodiment of the present invention. [Figure 14] FIG. 10 is a diagram showing an example of a question and answer search result screen according to the embodiment of the present invention. [Figure 15] FIG. 10 is a diagram illustrating an example of a question and answer editing screen according to the embodiment of the present invention. [Figure 16] FIG. 10 is a diagram illustrating an example of a question and answer addition screen according to an embodiment of the present invention. [Figure 17] 10A to 10C are diagrams illustrating an effect of improving answer accuracy by editing answer-to-question information according to an embodiment of the present invention. [Figure 18] FIG. 2 is a diagram illustrating an example of a terminal device used by a user according to an embodiment of the present invention. DETAILED DESCRIPTION OF THE INVENTION

[0008] DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, embodiments of an information processing device, an information processing system, an information processing method, and a program according to the present invention will be described in detail with reference to the accompanying drawings.

[0009] [First embodiment] <System Overview> 1 is a diagram showing an example of a schematic diagram of an information processing system according to an embodiment of the present invention. The information processing system 5 includes a terminal device 4 for a user of a chatbot service, a terminal device 3 for an administrator, and a server device 1 that provides the chatbot service.

[0010] A user uses the chatbot service by accessing the server device 1 via the communication network 2 by operating a web browser on a user terminal device 4, which may be a notebook PC, a smartphone, an image forming device, or any other device. Alternatively, the user can use the chatbot service by using an application with a chat function that runs on the terminal device 4.

[0011] The administrator operates the web browser on the administrator's terminal device 3 to access the server device 1 via the communication network 2 and manage the system by checking the user's usage history (conversation history with the chatbot) and checking, changing, and adding to the question and answer database.

[0012] The server device 1 communicates with a user terminal device 3 or an administrator terminal device 4, and transmits message information in response to the received message information. For example, the server device 1 provides a service that provides answers to user questions, or a service that allows messages to be exchanged with users, i.e., a chat service. Here, the server device 1 is realized by one or more information processing devices, and provides various services via a communication network 2, which are realized by a series of processes that combine one or more processes out of a plurality of processes that respectively realize various functions.

[0013] 1 is an example, and other configurations may be used. The information processing system 5 according to this embodiment includes various devices that input and / or output electronic data, and these devices use various services provided by the server device 1.

[0014] <Hardware configuration example> Fig. 2 is a diagram showing an example of the hardware configuration of the server device 1 and the terminal devices 3 and 4 according to an embodiment of the present invention. As shown in Fig. 2, the server device 1 and the terminal devices 3 and 4 are constructed by computers, and include a CPU 501, a ROM 502, a RAM 503, a HD (Hard Disk) 504, an HDD (Hard Disk Drive) controller 505, a display 506, an external device connection I / F (Interface) 508, a network I / F 509, a bus line 510, a keyboard 511, a pointing device 512, a DVD-RW (Digital Versatile Disk Rewritable) drive 514, and a media I / F 516.

[0015] Of these, the CPU 501 controls the overall operation of the server device 1 and the terminal devices 3 and 4. The ROM 502 stores programs, such as an IPL, used to drive the CPU 501. The RAM 503 is used as a work area for the CPU 501. The HD 504 stores various data, such as programs. The HDD controller 505 controls the reading and writing of various data from and to the HD 504 under the control of the CPU 501. The display 506 displays various information, such as a cursor, menus, windows, characters, or images. The external device connection I / F 508 is an interface for connecting various external devices. In this case, external devices include, for example, USB (Universal Serial Bus) memories and printers. The network I / F 509 is an interface for data communication using the network N2. The bus line 510 is an address bus, a data bus, or the like, for electrically connecting the components, such as the CPU 501, shown in FIG. 2.

[0016] The keyboard 511 is a type of input means having multiple keys used to input characters, numbers, various instructions, etc. The pointing device 512 is a type of input means for selecting and executing various instructions, selecting a processing target, moving a cursor, etc. The DVD-RW drive 514 controls reading and writing of various data from a DVD-RW 513, which is an example of a removable recording medium. The DVD-RW drive 514 is not limited to a DVD-RW, and may be a DVD-R or the like. The media I / F 516 controls reading and writing (storing) of data from a recording medium 515, such as a flash memory.

[0017] <About the function> 3 is a diagram showing an example of a configuration diagram of functional blocks of an information processing system 5 according to an embodiment of the present invention. Each functional block is a function or means realized, for example, by a CPU 501 executing instructions included in one or more programs installed in the server device 1 and the terminal devices 3 and 4.

[0018] The server device 1 includes a control unit 10 , a determination unit 11 , a search unit 12 , a generation unit 13 , a registration unit 14 , a communication unit 15 , and a calculation unit 16 .

[0019] The control unit 10 controls an application that converses with a user via the user's terminal device 4, and an application that allows an administrator to perform management operations such as editing question and answer information via the administrator's terminal device 3. The control unit 10 also controls the execution of processing by each functional unit of the server device 1.

[0020] The determination unit 11 determines whether the sender of a request to search for an answer to a question or the like is the terminal device 4 of the user or the terminal device 3 of the administrator.

[0021] The search unit 12 acquires search keywords by, for example, morphologically analyzing the question received from the user's terminal device 4 or the administrator's terminal device 3, and then searches the question and answer database 70 for the search keywords in the text to be searched. The search unit 12 also calculates a search score to determine whether the searched answer sentence is appropriate as an answer to the question sentence. Only answer sentences with search scores higher than a predetermined threshold are presented to the user. Here, the search score is used as an example of weighting or counting.

[0022] The generation unit 13 generates screen information such as a conversation history list screen to be displayed on the terminal device 3 of the administrator and screen information to be displayed on the terminal device 3 of the user.

[0023] The registration unit 14 stores (preserves, stores) information such as question and answer information and conversation history in the question and answer database 70 and conversation history database 80.

[0024] The communication unit 15 transmits and receives information to and from the communication unit 32 of the terminal device 3 and the communication unit 42 of the terminal device 4 via the communication network 2.

[0025] The administrator's terminal device 3 includes a display control unit 30, an operation reception unit 31, and a communication unit 32.

[0026] The display control unit 30 displays the received screen information, etc. on the screen of the terminal device 3. The operation reception unit 31 receives operations such as character input and button presses by the administrator. The communication unit 32 transmits and receives information to and from the communication unit 15 of the server device 1 via the communication network 2.

[0027] The user's terminal device 4 includes a display control unit 40, an operation reception unit 41, and a communication unit .

[0028] The display control unit 40 displays the received screen information on the screen of the terminal device 4. The operation reception unit 41 receives operations such as character input and button presses by the user. The communication unit 42 transmits and receives information to and from the communication unit 15 of the server device 1 via the communication network 2.

[0029] FIG. 4 is a diagram showing an example of a question and answer database according to an embodiment of the present invention. The question and answer database 70 shown in FIG. 4 has fields including a question ID 71, an update date and time 72, a category 73, a question 74, an alternative phrase for the question 75, and an answer 76. The question ID is an ID that serves as identification information that uniquely identifies a question using a symbol or number. ID stands for Identification. The update date and time 72 is the date and time when the question and answer information identified by the question ID was added or updated. The category 73 is information that indicates the type of question and answer information. The question 74 is the content of the question in the question and answer information identified by the question ID. The alternative phrase for the question 75 is a different expression of a question with the same meaning as the question 74, and is used to present a more appropriate answer even when the user's question is expressed differently from the question 74. The answer 76 is the content of the answer in the question and answer information identified by the question ID.

[0030] Fig. 5 is a diagram showing an example of a conversation history database according to an embodiment of the present invention. The conversation history database 80 shown in Fig. 5 has items such as a conversation ID 81, a conversation date and time 82, a category 73, a question ID 71, a question sentence 74, and an answer sentence 76. The conversation ID 81 is an ID that uniquely identifies a conversation using a symbol or number. The conversation date and time 81 is the date and time when the conversation was recorded in the conversation history database 80. The category 73, the question ID 71, the question sentence 74, and the answer sentence 76 are the same as the items in the question and answer database 70 shown in Fig. 4.

[0031] <Scenario information details> The scenario information shown in Fig. 6 will be described in detail. Fig. 6 is a diagram showing an example of scenario information stored in a conversation scenario database 90 according to an embodiment of the present invention. When having a conversation with a user via the user's terminal device 4, the control unit 10 of the server device 1 controls a conversation application in accordance with the scenario information shown in Fig. 6. Each of the other functional units executes processing based on instructions from the control unit 10, but since the purpose here is to explain the scenario information stored in the conversation scenario database 90, a description of the processing executed by each functional unit will be omitted.

[0032] Step S50: The control unit 10 displays a selection menu of methods for searching for questions on the terminal device 4. For example, the selection menu includes three options: "Search all categories," "Search by selecting a category," and "Select from frequently asked questions," but may include four or more options or two or less options.

[0033] Step S51: If "Search all categories" is selected, the control unit 10 causes the terminal device 4 to display a message "Please enter a question" to prompt the user to enter a question.

[0034] Step S52: The control unit 10 searches the question and answer database 70 for an answer corresponding to the question entered by the user.

[0035] Step S53: If an answer corresponding to the question is found as a result of the search, the control unit 10 causes the terminal device 4 to display the answer, and then transitions the process to step S50.

[0036] Step S54: If the search result does not contain an answer corresponding to the question, the control unit 10 causes the terminal device 4 to display a message urging the user to change the search conditions and perform a search again. For example, a message such as "No relevant answer was found. Please change your search method or keywords and try again" is used. Then, the process proceeds to step S50.

[0037] Step S55: If "Search by specifying a category" is selected, the control unit 10 causes the terminal device 4 to display a message "Please specify a category" to prompt the user to specify a category.

[0038] Step S56: Next, the control unit 10 causes the terminal device 4 to display a message "Please enter your question" to prompt the user to enter a question.

[0039] Step S57: The control unit 10 searches the question and answer database 70 for an answer that corresponds to the question entered by the user and is in the category designated by the user.

[0040] Step S58: If the search result shows that there is an answer corresponding to the question, the control unit 10 causes the answer to be displayed on the terminal device 4. Thereafter, the process proceeds to step S50.

[0041] Step S59: If the search result does not contain an answer to the question, the control unit 10 causes the terminal device 4 to display a message urging the user to change the search conditions and perform a search again. For example, a message such as "No relevant answer was found. Please change your search method or keywords and try again" is used. Then, the process proceeds to step S50.

[0042] Step S60: If "select from frequently asked questions" is selected, the control unit 10 causes the terminal device 4 to display questions that have been asked many times in the past.

[0043] Step S61: The control unit 10 causes the terminal device 4 to display the answer to the question selected by the user. After that, the process proceeds to step S50.

[0044] <Processing to present search results for answers to questions> 7 is a flowchart showing an example of a process for presenting answers to questions entered by a user and an administrator according to an embodiment of the present invention. The process of each step will be described below.

[0045] Step S100: The determination unit 11 of the server device 1 determines whether the sender of the search request for an answer to the question to the server device 1 is the user's terminal device 4 or the administrator's terminal device 3. The determination can be made by the following two methods (first determination method and second determination method).

[0046] In the first determination method, regarding APIs (Application Programming Interfaces) for executing search requests, different APIs are prepared for the user terminal device 4 and the administrator terminal device 3. This enables the server device 1 to determine whether the request is from the user terminal device 4 or the administrator terminal device 3 based on the type of executed API.

[0047] In the second determination method, the request message sent from the user's terminal device 4 and the administrator's terminal device 3 to the server device 1 includes screen identification information for identifying the screen on which the request was executed. FIG. 8 is a diagram showing an example of screen identification information according to an embodiment of the present invention. As shown in FIG. 8, screen identification information 202 is set for a screen name 201 operated by the user and the administrator as information for distinguishing between the two types of screens, the user screen and the administrator screen, shown in the screen type 200. The user's terminal device 4 and the administrator's terminal device 3 include the screen identification information 202 in the request message sent to the server device 1. This allows the server device 1 to determine whether the request originated from the user's terminal device 4 or the administrator's terminal device 3 by checking the screen identification information 202 included in the received request message.

[0048] Returning to FIG.

[0049] Step S101: The search unit 12 of the server device 1 obtains, as search keywords, words excluding parts of speech such as particles from the results of morphological analysis of the question received from the user's terminal device 4 or the administrator's terminal device 3.

[0050] Step S102: The search unit 12 of the server device 1 obtains a set of words obtained by morphologically analyzing the question sentence 74, alternative question phrases 75, and answer sentences 76 in the question and answer database 70 as search target text for each question ID 71. Alternatively, search target text that has been morphologically analyzed in advance and stored in the question and answer database 70 may be used.

[0051] Step S103: The search unit 12 of the server device 1 searches for the search keyword in the text to be searched.

[0052] Step S104: If at least one search keyword exists in the search target text, the control unit 10 of the server device 1 advances the process to step S105, and if not, advances the process to step S110.

[0053] Step S105: The search unit 12 of the server device 1 calculates the search score of the search target text including the search keyword for each question ID 71. The method of calculating the search score will be described later.

[0054] Step S106: If the source of the search request determined by the determination unit 11 in step S100 is the user's terminal device 4, the control unit 10 of the server device 1 transitions the processing to step S107, and if the source is the administrator's terminal device 3, the control unit 10 transitions the processing to step S109.

[0055] Step S107: If there is a search target text with a search score equal to or higher than a predetermined threshold among the search scores calculated in step S105, the control unit 10 of the server device 1 transitions the process to step S108, and if there is no search target text with a search score equal to or higher than a predetermined threshold, the control unit 10 of the server device 1 transitions the process to step S110. In other words, answers to the user are limited to answers with a search score higher than a predetermined threshold, and answers with a search score lower than the predetermined threshold are selected so as not to be presented to the user.

[0056] Step S108: The communication unit 15 of the server device 1 transmits the answer sentence 76 of the question ID 71 corresponding to the search target text with the highest search score to the communication unit 42 of the user's terminal device 4. The display control unit 40 of the terminal device 4 displays the answer sentence 76 received from the server device 1 on the screen of the terminal device 4.

[0057] Step S109: The communication unit 15 of the server device 1 transmits the answer sentences 76 for all question IDs 71 containing the search keyword in the search target text, along with additional information such as the category 73, question sentence 74, alternative question phrases 75, satisfaction level, number of answers, and search score, to the communication unit 33 of the administrator's terminal device 3. The display control unit 30 of the terminal device 3 displays a predetermined number of received answer sentences 76 and additional information on the screen of the terminal device 3 in descending order of search score. Answers presented to the administrator are not sorted based on a threshold value because the purpose is to display answers that improve the content. However, since displaying too many answers can be inconvenient for management, the number of answers displayed may be limited to a specified number from the top of the search score. Here, satisfaction level refers to the aggregated value of the satisfaction level of users in response to the answer sentence 76. For example, it may be the percentage (%) of users who answered "satisfied" when asked whether they were satisfied or dissatisfied with the answer sentence 76. That is, if A users answered that they are satisfied and B users answered that they are dissatisfied, the satisfaction level is {A / (A+B)}×100(%). The number of answers is the number of times the answer sentence 76 has been presented to a user. The server device 1 may also transmit screen information in which the answer sentences 76 and additional information are arranged in descending order of search score to the terminal device 3, and the terminal device 3 may display the received screen information as is. In this case, the search score does not have to be included in the additional information. Alternatively, the server device 1 may transmit the additional information including the search score to the terminal device 3, and the terminal device 3 may display the answer sentences 76 and additional information in descending order of search score.

[0058] Step S110: Since the communication unit 15 of the server device 1 has no answer to present, it sends a message to the terminal device 3 or 4, such as, "No relevant answer was found. Please change the search method or keywords and try again."

[0059] <How search scores are calculated> FIG. 9 is a diagram illustrating a method for calculating a search score according to an embodiment of the present invention. First, assume that the search keywords acquired in step S101 of FIG. 7 are "seminar" and "date and time." Furthermore, assume that the search target text acquired in step S102 is the question sentence 74, alternative question phrases 75, and answer sentences 76 in the question and answer database 70, and that the question IDs corresponding to the search target text containing the search keywords are "0105" and "0110." The search score can be calculated as follows: search score = C / D, where C is the number of search keywords included in the search target text and D is the total number of keywords included in the search target (total number of keywords). For the search target text with the question ID "0105," the total number of keywords is 100, and the number of search keywords included in the search target text is 5, resulting in a search score of 0.05 (5 / 100). Furthermore, for the search target text with question ID "0110," the total number of keywords is 200, and the number of search keywords included in the detection target text is 2, so the search score is 0.01 (2 / 200).

[0060] Therefore, if the search score threshold in step S107 is 0.03, then in step S108, the answer sentence 76 whose search score is higher than the threshold and whose question ID is "0105" and has the highest search score is displayed on the screen of the user's terminal device 4. Furthermore, if the predetermined number in step S109 is 10, then the answer sentence 76 and additional information for the question ID "0105" are displayed first on the screen of the administrator's terminal device 3, followed by the answer sentence 76 and additional information for the question ID "0110".

[0061] <Process to present answers to users> 10 is a sequence diagram showing an example of a process for presenting an answer to a user's question according to an embodiment of the present invention. The process of each step will be described below.

[0062] Step S120: The operation accepting unit 41 of the terminal device 4 accepts an input of a question sentence by the user.

[0063] Step S121: The communication unit 42 of the terminal device 4 transmits the question to the communication unit 15 of the server device 1.

[0064] Step S122: The determination unit 11 of the server device 1 determines that the received question has been received from the user. Here, the determination is made as shown in step S100 of FIG.

[0065] Step S123: The search unit 12 of the server device 1 searches for an answer to the received question. Here, the search is performed as shown in steps S101 to S103 in FIG.

[0066] Step S 124 : The communication unit 15 of the server device 1 transmits the searched reply text to the communication unit 42 of the terminal device 4 .

[0067] Step S125: The display control unit 40 of the terminal device 4 displays the answer on the screen of the terminal device 4.

[0068] Step S126: The registration unit 14 of the server device 1 stores the conversation history in the conversation history database 80.

[0069] 11 is a diagram showing an example of a conversation screen displaying an answer to a question from a user according to an embodiment of the present invention. In the conversation screen 210 displayed on the screen of the user's terminal device 4 shown in FIG. 11, a question 212 from the user, "webinar," is displayed after a message 211 sent by the server device 1. If there is no answer to the question as a result of the search in step S123 of FIG. 10, a message indicating that no answer was found, as shown in answer 213, is displayed. On the other hand, if there is an answer to the question, a message as shown in answer 214 is displayed.

[0070] <Process to update the question and answer database> Fig. 12 is a sequence diagram showing an example of processing for updating a question and answer database according to an embodiment of the present invention. In the processing shown in Fig. 12, the server device 1 transmits to the terminal device 3 an editing screen that enables the administrator to edit or add answer information to question in order to improve answer accuracy. The processing of each step will be described below.

[0071] Step S130: The operation accepting unit 31 of the terminal device 3 accepts a request operation for the conversation history list screen by the administrator.

[0072] Step S131: The communication unit 32 of the terminal device 3 transmits a request message for a conversation history list screen to the communication unit 15 of the server device 1.

[0073] Step S132: The generation unit 13 of the server device 1 generates screen information for the conversation history list screen based on the information in the conversation history database 80.

[0074] Step S133: The communication unit 15 of the server device 1 transmits screen information of the conversation history list screen to the communication unit 32 of the terminal device 3.

[0075] Step S134: The display control unit 30 of the terminal device 3 displays a conversation history list screen on the screen of the terminal device 3. FIG. 13 is a diagram showing an example of a conversation history list screen according to an embodiment of the present invention. The conversation history list screen 220 shown in FIG. 13 displays a period designation button 221 and a category designation button 222. The administrator can designate the period of the conversation history to be displayed by pressing the period designation button 221, and can designate the category of the conversation history to be displayed by pressing the category designation button 222. The conversation history list screen 220 also displays, as items for each conversation history, a date and time 223, a category 224, a chat ID 225, a chatbot's response 226, a questioner's input 227, and a rating 228. Furthermore, the administrator can request a search for an answer to the question described in the questioner's input 227 by pressing a search request button 229 displayed in each conversation history.

[0076] Returning to FIG.

[0077] Step S135: The operation accepting unit 31 of the terminal device 3 accepts an operation by the administrator to select a conversation history to be improved. This operation can be performed by pressing the search request button 229 shown in FIG.

[0078] Step S136: The communication unit 32 of the terminal device 3 transmits to the communication unit 15 of the server device 1 a message requesting a question and answer search result screen for the selected conversation history.

[0079] Step S137: The search unit 12 of the server device 1 searches for an answer to the question in the selected conversation history. Here, the search is performed as shown in steps S101 to S103 in FIG.

[0080] Step S138: The generation unit 13 of the server device 1 generates screen information for a question and answer search result screen for displaying answer information including the searched answer sentence.

[0081] Step S 139 : The communication unit 15 of the server device 1 transmits the screen information of the question and answer search result screen to the communication unit 32 of the terminal device 3 .

[0082] Step S140: The display control unit 30 of the terminal device 3 displays a question and answer search result screen on the screen of the terminal device 3. FIG. 14 is a diagram illustrating an example of a question and answer search result screen according to an embodiment of the present invention. The question and answer search result screen 230 shown in FIG. 14 displays a conversation screen 231 corresponding to the conversation history for which the search execution was requested in step S135, and an answer search result screen 232. The answer search result screen 232 displays two search results 235, and each search result 235 displays additional information such as a category 236, number of answers 237, satisfaction level 238, and answer 239. Each search result 235 also displays an edit button 240 for starting editing of the question and answer information. Furthermore, the administrator can execute a question and answer search again by entering a revised question in the input field 233. The administrator can also display an input screen for adding a new question and answer by pressing the add question and answer button 234.

[0083] Returning to FIG.

[0084] Step S141: The administrator modifies the question sentence of the selected conversation history as necessary. The operation accepting unit 31 of the terminal device 3 accepts an operation requesting a question and answer search result screen using the question sentence modified by the administrator.

[0085] Step S142: The communication unit 32 of the terminal device 3 transmits to the communication unit 15 of the server device 1 a message requesting a question and answer search result screen based on the revised question sentence.

[0086] Step S143: The search unit 12 of the server device 1 searches for an answer to the corrected question. Here, the search is performed as shown in steps S101 to S103 in FIG.

[0087] Step S144: The generation unit 13 of the server device 1 generates screen information for a question and answer search result screen for displaying answer information including the searched answer sentence.

[0088] Step S 145 : The communication unit 15 of the server device 1 transmits the screen information of the question and answer search result screen to the communication unit 32 of the terminal device 3 .

[0089] Step S146: The display control unit 30 of the terminal device 3 displays the question and answer search result screen 230 shown in FIG. 14 based on the corrected question sentence on the screen of the terminal device 3.

[0090] Step S147: When updating the content of the question and answer, the administrator presses the edit button 240 corresponding to the question and answer to be edited on the question and answer search result screen 230 shown in Fig. 14. The operation accepting unit 31 of the terminal device 3 accepts the operation of pressing the edit button 240 by the administrator.

[0091] Step S148: The display control unit 30 of the terminal device 3 displays a question and answer editing screen on the screen of the terminal device 3 for editing the selected question and answer. Here, the information on the question and answer to be displayed is included in the screen information of the question and answer search result screen received in step S145, so the terminal device 3 does not need to request information required for display from the server device 1. FIG. 15 is a diagram showing an example of a question and answer editing screen according to an embodiment of the present invention. The question and answer editing screen 250 shown in FIG. 15 displays a category selection button 251, a question input field 252, an answer input field 253, an alternative question input field 254, and a save button 255. The administrator can change the category using the category selection button 251 and edit the question and answer entered in the question input field 252 and the answer input field 253. The administrator can also edit the alternative question input in the alternative question input field 254, add new alternative questions, and delete existing alternative questions. After performing these editing operations, the administrator can save the edited content of the question and answer by pressing save button 255. Here, the parts added through editing are the two underlined parts of "(webinar)" in answer input field 253 and "What's the information about the webinar?" added to alternative question input field 254.

[0092] Returning to FIG.

[0093] Step S149: The operation accepting unit 31 of the terminal device 3 accepts an operation to edit the question and answer by the administrator.

[0094] Step S150: The communication unit 32 of the terminal device 3 sends to the communication unit 15 of the server device 1 a message requesting an update of the answer-to-question information.

[0095] Step S151: The registration unit 14 of the server device 1 stores the updated question and answer information in the question and answer database 70.

[0096] Step S152: To add a new answer to question, the administrator presses the Add Answer to Question button 234 on the question and answer search result screen 230 shown in Fig. 14. The operation accepting unit 31 of the terminal device 3 accepts the operation of pressing the Add Answer to Question button 234 by the administrator.

[0097] Step S153: The display control unit 30 of the terminal device 3 displays a question and answer addition screen for adding an answer on the screen of the terminal device 3. FIG. 16 is a diagram showing an example of the question and answer addition screen according to an embodiment of the present invention. The question and answer addition screen 260 shown in FIG. 16 displays a category selection button 261, a question input field 262, an answer input field 263, an alternative question input field 264, and an add button 265. The administrator can change the category using the category selection button 261 and enter a question and an answer in the question input field 262 and the answer input field 263. The administrator can also add an alternative question expression to the alternative question expression input field 264. After performing these input operations, the administrator can add the content of the entered question and answer by pressing the add button 265.

[0098] Returning to FIG.

[0099] Step S154: The operation accepting unit 31 of the terminal device 3 accepts the administrator's operation of inputting answers to questions and pressing the save button 245 on the question and answer search result screen 230 shown in FIG.

[0100] Step S155: The communication unit 32 of the terminal device 3 transmits to the communication unit 15 of the server device 1 a message requesting the addition of answer-to-question information.

[0101] Step S156: The registration unit 14 of the server device 1 stores the added question and answer information in the question and answer database 70.

[0102] <Improvement of answer accuracy by editing question and answer information> FIG. 17 is a diagram illustrating the effect of improving answer accuracy by editing question and answer information according to an embodiment of the present invention. Before editing question and answer information by the process shown in FIG. 12, the answer to question ID "0105" has a total keyword count of 100, a search keyword count of 2 in the search target text, and a search score of 0.02 (2 / 100). Here, the search score threshold is 0.03. Since the search score is below the threshold, the answer to question ID "0105" is not presented to the user. However, as shown in FIG. 9, when the search keywords are "seminar" and "date and time," the search score is 0.05, which exceeds the threshold (0.03), and therefore the answer is presented to the user. Here, since "(online) seminar" and "webinar" have almost the same meaning, the answer should be presented to the user even if the search keywords are "webinar" and "date and time." Therefore, by editing the question and answer information shown in Figure 12, "webinar" was added in three places (two in the answer and one in an alternative expression of the question) so that "seminar" and "webinar" were used simultaneously. As a result, as shown in Figure 17, after editing, the total number of keywords was 103, the number of search keywords included in the search target text was 5, and the search score was 0.049 (4 / 103). Since the search score exceeded the threshold (0.03), the answer was improved so that it could be presented to the user.

[0103] Furthermore, even answers with search scores below the threshold are displayed in the question and answer search results displayed on the administrator's terminal device 3. This has the effect of making it easier for the administrator to find answers that need to be edited and specify them. For example, if the search keyword is "webinar," the answer to question ID "0105" will not be presented to the user because its search score is below the threshold, but it will be displayed on the administrator's question and answer search results screen 230 (FIG. 14).

[0104] Fig. 18 is a diagram showing an example of a terminal device used by a user according to an embodiment of the present invention. As shown in Fig. 18, a user can use the chatbot service according to an embodiment of the present invention via a browser or display on various devices.

[0105] Although several forms for carrying out the present invention have been described above, the present invention is not limited to these embodiments, and various modifications and substitutions can be made within the scope that does not deviate from the gist of the present invention.

[0106] For example, the example of the functional block configuration diagram in FIG. 3 is divided according to main functions to facilitate understanding of the processing by the information processing system 5. The method of dividing the processing units and their names do not limit the present invention. The processing of the information processing system 5 can be divided into even more processing units depending on the processing content. Also, it can be divided so that one processing unit includes even more processes.

[0107] Furthermore, each function of the above-described embodiments can be realized by one or more processing circuits. Here, the term "processing circuit" in this specification includes a processor programmed to perform each function by software, such as a processor implemented by an electronic circuit, as well as devices such as an ASIC (Application Specific Integrated Circuit), a DSP (Digital Signal Processor), an FPGA (Field Programmable Gate Array), and conventional circuit modules designed to perform each of the above-described functions.

[0108] Additionally, the described devices represent only one of several computing environments for implementing the embodiments disclosed herein. In one embodiment, information processing system 5 includes multiple computing devices, such as a server cluster, configured to communicate with each other via any type of communication link, including a network, shared memory, etc., and to perform the processes disclosed herein. [Explanation of symbols]

[0109] 1. Server device 2. Communication Network 3, 4 Terminal equipment 5. Information Processing Systems 10 Control Unit 11 Discrimination part 12 Search section 13 Generation part 14 Registration Department 15, 32, 42 Communications Department 30, 40 Display control unit 31, 41 Operation reception section [Prior art documents] [Patent documents]

[0110] [Patent Document 1] JP 2019-036210 A

Claims

1. An information processing device that transmits an answer to a question received from a terminal device, a determination unit that determines whether the terminal device that transmits the question is a user terminal device or an administrator terminal device; a search unit that searches for answers that include words included in the question and calculates weights for the answers; a communication unit that, when the determination result of the determination unit is that the terminal device is a user terminal device, transmits a response according to the predetermined threshold value of the weighting to the terminal device of the user; a generation unit that generates screen information for a screen including a search result screen that displays at least one answer searched by the search unit when the determination result of the determination unit is that the terminal device is an administrator's terminal device, an edit execution button for starting editing of the answer displayed on the search result screen, and a conversation screen corresponding to the conversation history of the user; An information processing device having the above.

2. The weighting is a search score, When the determination result of the determination unit is that the device is a terminal device of the user, the communication unit transmits the answer with the highest search score to the terminal device of the user. The information processing device according to claim 1 .

3. The information processing apparatus according to claim 1 , wherein the determination unit executes the determination based on an API (Application Programming Interface) used when the terminal device transmits a question.

4. The information processing apparatus according to claim 1 , wherein the determination unit executes the determination based on screen identification information transmitted by the terminal device together with the question.

5. 5. An information processing device according to claim 1, wherein the screen information includes at least one of the following: a category of the answer displayed on the search result screen; a question corresponding to the answer displayed on the search result screen; another expression of the question corresponding to the answer displayed on the search result screen; the number of times the answer displayed on the search result screen has been presented to the user in the past; a level of satisfaction with the answer displayed on the search result screen obtained from the user in the past; and a search score for the answer displayed on the search result screen.

6. The information processing apparatus according to claim 5 , wherein when the determination result of the determination unit indicates that the terminal device is a manager's terminal device, the information processing apparatus accepts the edit content received from the displayed screen.

7. An information processing method performed by an information processing device that transmits an answer to a question received from a terminal device, comprising: a determining step of determining whether the terminal device that transmits the question is a user terminal device or an administrator terminal device; a search step of searching for answers containing words included in the question and calculating weights of the answers; a communication step of transmitting a response according to the predetermined weighting threshold to the user's terminal device when the result of the determination is that the device is a user's terminal device; a generating step of generating screen information of a screen including a search result screen that displays at least one answer obtained by the search, an edit execution button for starting editing of the answer displayed on the search result screen, and a conversation screen corresponding to the conversation history of the user, when the result of the determination indicates that the terminal device is the administrator's terminal device; An information processing method comprising:

8. The weighting is a search score, When the result of the determination is that the terminal device is a user's terminal device, the communication step transmits the answer with the highest search score to the terminal device of the user. The information processing method according to claim 7.

9. 8. The information processing method according to claim 7, wherein the determining step performs the determination based on an API (Application Programming Interface) used by the terminal device when transmitting the question.

10. 8. The information processing method according to claim 7, wherein the determining step performs the determination based on screen identification information transmitted by the terminal device together with the question.

11. The information processing method of claim 8, wherein the screen information includes at least one of the following: a category of the answer displayed on the search result screen; a question corresponding to the answer displayed on the search result screen; another expression of the question corresponding to the answer displayed on the search result screen; the number of times the answer displayed on the search result screen has been presented to the user in the past; a level of satisfaction with the answer displayed on the search result screen obtained from the user in the past; and the search score of the answer displayed on the search result screen.

12. 12. The information processing method according to claim 11, wherein if the determination in said determining step indicates that the terminal device is the manager's terminal device, the edit content received from the displayed screen is accepted.

13. An information processing system having an information processing device that transmits an answer to a question received from a terminal device, a determination unit that determines whether the terminal device that transmits the question is a user terminal device or an administrator terminal device; a search unit that searches for answers that include words included in the question and calculates weights for the answers; a communication unit that, when the determination result of the determination unit is that the terminal device is a user terminal device, transmits a response according to the predetermined threshold value of the weighting to the terminal device of the user; a generation unit that generates screen information for a screen including a search result screen that displays at least one answer searched by the search unit when the determination result of the determination unit is that the terminal device is an administrator's terminal device, an edit execution button for starting editing of the answer displayed on the search result screen, and a conversation screen corresponding to the conversation history of the user; an information processing device having a display control unit that uses the screen information to display a screen for editing information about the answer to the question on the terminal device of the administrator; an operation receiving unit that receives an operation by the administrator to edit information about the answer to the question; a terminal device having An information processing system having the above.

14. an information processing device that transmits an answer to a question received from a terminal device; determining whether the terminal device that transmits the question is a user terminal device or an administrator terminal device; searching for answers that contain words included in the question and calculating weights for the answers; If the result of the determination is that the device is a terminal device of the user, a response according to the predetermined threshold value of the weighting is transmitted to the terminal device of the user; If the result of the determination is that the terminal device is an administrator's terminal device, generating screen information for a screen including a search result screen that displays at least one answer obtained by the search, an edit execution button for starting editing of the answer displayed on the search result screen, and a conversation screen corresponding to the conversation history of the user; A program that executes the following.

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