Support systems, support devices, and programs

Abstract

To support HR personnel in handling personnel-related consultations while protecting the privacy of those seeking advice. [Solution] The support system is a system that supports human resources personnel in an organization who receive consultations from clients, and has one or more processors, which receive consultation information regarding consultations received by human resources personnel, input the consultation information into the AI, have the AI ​​refer to multiple past cases which are examples of past consultations, have the AI ​​output at least one past case related to the received consultation information, and display the content of one past case in a different manner depending on the duties and position of the human resources personnel viewing the past cases.

Description

Technical Field

[0001] The present invention relates to a support system, a support device, and a program for personnel-related operations.

Background Art

[0002] A mechanism has been proposed that accepts consultations regarding the process, validity, and career path of personnel evaluations and uses the technology of chatGPT to provide answers (see, for example, Patent Document 1).

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] An object of the present invention is to support a personnel officer who responds to personnel-related consultations while protecting the privacy of the consulter.

Means for Solving the Problems

[0005] For this purpose, the present disclosure is a system for supporting a personnel officer who receives consultations from a consulter in an organization, having one or more processors, the processor receiving consultation information regarding the consultation received by the personnel officer, inputting the consultation information into an AI, causing the AI to refer to a plurality of past cases that are past consultation cases, causing the AI to output at least one of the past cases related to the received consultation information, and displaying the disclosure mode of the content of the one past case differently according to the position and / or rank of the personnel officer who views the past case.

Effects of the Invention

[0006] According to the present invention, it is possible to support human resources personnel in handling personnel-related consultations while protecting the privacy of those seeking advice. [Brief explanation of the drawing]

[0007] [Figure 1] This is a schematic diagram showing the configuration of the human resources support system according to this embodiment. [Figure 2] This is a block diagram showing the hardware configuration of the device included in the human resources support system according to this embodiment. [Figure 3] This is a functional block diagram showing an example of the functional configuration of a human resources support system. [Figure 4] This flowchart illustrates the basic operation of the case display process in the human resources support system. [Figure 5] This is a flowchart illustrating the operation of the correspondence record collection process in the human resources support system. [Figure 6] This flowchart illustrates the operation of the process for displaying cautionary notes when collecting response records in a human resources support system. [Figure 7] This flowchart illustrates the operation of the response guidance display process when collecting response records in a human resources support system. [Figure 8] This is a flowchart illustrating the operation of the expert opinion reception process in the human resources support system. [Figure 9] This is a flowchart illustrating the operation of the rule revision proposal process in the human resources support system. [Figure 10] This is a schematic diagram showing an example of the configuration of the login screen for the HR support system displayed on the HR department's terminal. [Figure 11] This is a schematic diagram illustrating an example of the configuration of the access control screen displayed on the HR department terminal used by the head of the HR department. [Figure 12] This is a schematic diagram showing an example of the configuration of the main dashboard screen displayed on the HR department's terminal. [Figure 13A] This is a schematic diagram showing an example of the configuration of the case search screen displayed on the HR department's terminal. [Figure 13B]It is a schematic diagram showing a configuration example of a case search screen displayed on the personnel department terminal. [Figure 14] It is a schematic diagram showing a configuration example of a search result screen displayed on the personnel department terminal. [Figure 15A] It is a schematic diagram showing a configuration example of a case detail screen displayed on the personnel department terminal. [Figure 15B] It is a schematic diagram showing a configuration example of a case detail screen displayed on the personnel department terminal. [Figure 16A] It is a schematic diagram showing a configuration example of a response record registration screen displayed on the personnel department terminal. [Figure 16B] It is a schematic diagram showing a configuration example of a response record registration screen displayed on the personnel department terminal. [Figure 17A] It is a schematic diagram showing another configuration example of a response record registration screen displayed on the personnel department terminal. [Figure 17B] It is a schematic diagram showing another configuration example of a response record registration screen displayed on the personnel department terminal. [Figure 18A] It is a schematic diagram showing yet another configuration example of a response record registration screen displayed on the personnel department terminal. [Figure 18B] It is a schematic diagram showing yet another configuration example of a response record registration screen displayed on the personnel department terminal. [Figure 18C] It is a schematic diagram showing yet another configuration example of a response record registration screen displayed on the personnel department terminal. [Figure 18D] It is a schematic diagram showing yet another configuration example of a response record registration screen displayed on the personnel department terminal. [Figure 18E] It is a schematic diagram showing yet another configuration example of a response record registration screen displayed on the personnel department terminal. [Figure 19] It is a schematic diagram showing a configuration example of a response record modification and addition screen displayed on the personnel department terminal. [Figure 20] It is a schematic diagram showing a configuration example of a chatbot screen displayed on the personnel department terminal. [Figure 21] It is a schematic diagram showing a configuration example of a chatbot answer screen displayed on the personnel department terminal. [Figure 22]This is a schematic diagram showing an example of the configuration of a chatbot screen displayed on an employee's terminal. [Figure 23] This is a schematic diagram illustrating an example of the configuration of the main dashboard screen, which displays rule revision proposals on the HR department's terminal. [Modes for carrying out the invention]

[0008] As an example of this embodiment, to support human resources personnel in organizations such as companies in responding to inquiries received from employees, past handling cases related to the content of the inquiry (examples of past cases) are displayed while protecting the privacy of the employees. More specifically, this embodiment utilizes AI, which has accumulated a wealth of past cases of various internal company consultations, to present similar cases to the consultation topic, thereby assisting HR personnel in making decisions. Furthermore, by differentiating the information that HR personnel can access according to their authority, the system allows them to perform their duties while protecting employee privacy.

[0009] The embodiments described below are preferred examples of the present invention and are subject to various technical limitations. However, the scope of the present invention is not limited to these forms unless otherwise specified in the following description.

[0010] By the way, when HR personnel in an organization perform their duties, they are required to properly implement rules established by the company or the country, such as employment regulations, personnel systems, and laws, and to ensure that employees comply with them. For example, as long as HR personnel operate according to established rules, the likelihood of making a mistake in judgment is low. On the other hand, HR personnel want to avoid making arbitrary decisions based on their own discretion.

[0011] However, the rules, for example, mainly stipulate "principles." Therefore, when unexpected "exceptions" occur due to various reasons, the HR department is required to make a judgment. However, it is difficult to cover all "exceptions," which places a significant burden on the HR department. On the other hand, when applying the rules in accordance with the principles, it is unlikely that there will be any situations where one is unsure of the correct procedure in most cases, as these are clearly stated in the regulations. However, even when something is stipulated in the regulations, there were cases where it could be interpreted in various ways depending on the method of interpretation.

[0012] In such cases, one possible factor in making a decision is whether there have been similar cases in the past. However, some cases involve employee privacy. Therefore, it was difficult to digitize various past cases and share them uniformly with HR personnel.

[0013] (System Configuration) Figure 1 is a diagram showing an overview of the configuration of the human resources support system according to this embodiment.

[0014] As shown in Figure 1, the personnel support system 1 in this embodiment (hereinafter sometimes referred to as "the System 1") is basically configured by interconnecting a personnel support device 10 that switches and displays the degree of disclosure of past cases related to the consultation content, and a personnel department terminal 30 used by personnel department personnel who handle personnel-related tasks within the organization, via a network N such as the Internet. Furthermore, the System 1 is also configured to be interconnected with employee terminals 50 used by employees belonging to the organization via a network N such as the Internet.

[0015] In other words, System 1 is a system designed to support the work of HR personnel in responding to inquiries from employees within an organization. It displays how the HR department has handled exceptional cases in the past, adjusting the scope of disclosure of relevant case details while protecting employee privacy. Furthermore, System 1 also supports HR personnel in providing consistent responses, preventing arbitrary judgments based on the discretion of the person in charge.

[0016] This personnel support device 10 has arithmetic processing and communication functions and functions as a server in this system 1. In this embodiment, the personnel support device 10 is implemented by an electronic device such as a personal computer like a desktop or laptop, a tablet computer, or a smartphone. Therefore, in the following description, the personnel support device 10 may be referred to as a "server".

[0017] The Human Resources Department Terminal 30 is a communication terminal used by personnel in the organization's human resources department to respond to inquiries from employees using this system 1. It is a device equipped with computing and communication functions. Personnel in the human resources department include, for example, all persons with different job titles such as department heads, section chiefs, team leaders, and general staff, as well as all persons with different duties such as recruitment officers, performance evaluation officers, talent development officers, and labor management officers. This HR terminal 30 is connected to the HR support device 10 via a communication network (network N), and can be implemented using electronic devices such as a personal computer like a desktop or laptop, a tablet computer, or a smartphone.

[0018] Furthermore, the employee terminal 50 is a communication terminal used by employees of the organization to search for FAQs published by the organization or to access and view laws and regulations related to personnel published by the organization in order to obtain answers to questions about personnel matters. It is a device that has computing and communication functions. This employee terminal 50 is also connected to the personnel support device 10 via a communication network (network N), and is implemented using electronic devices such as a laptop computer, tablet computer, or smartphone.

[0019] Furthermore, while network N is comprised of the internet, it is not particularly limited and may be a communication network such as a LAN (Local Area Network) or a WAN (Wide Area Network). Also, the communication lines of network N may be wired or wireless, or both may be used in combination.

[0020] In the example in Figure 1, only one Human Resources Department terminal 30 and one employee terminal 50 are shown, but the number of each is not particularly limited. Furthermore, although only one HR support device 10 is shown, the HR support device 10 is not limited to a standalone device; it may also be a distributed server system or cloud server that operates cooperatively by communicating via a network N such as the internet.

[0021] (Hardware configuration) Figure 2 is a block diagram showing the hardware configuration of the personnel operations support device 10 according to this embodiment.

[0022] The personnel operations support device 10 includes a CPU (Central Processing Unit) 11, a ROM (Read Only Memory) 12, a RAM (Random Access Memory) 13, a bus 14, an input / output interface 15, an output unit 16, an input unit 17, a storage unit 18, and a communication unit 19.

[0023] The CPU 11 executes various processes according to the program stored in the ROM 12 or the program loaded from the storage unit 18 into the RAM 13. In other words, the CPU 11 is a processor that controls the operation of the entire personnel support device 10, executing various processes according to the program. The program is, for example, an operating system or firmware for operating each part of the personnel support device 10, or application software for realizing the functional blocks described later.

[0024] RAM13 also stores data and other information necessary for the CPU11 to perform various processes. The CPU 11, ROM 12, and RAM 13 are interconnected via a bus 14. An input / output interface 15 is also connected to this bus 14. The input / output interface 15 is connected to an output unit 16, an input unit 17, a storage unit 18, and a communication unit 19.

[0025] The output unit 16 consists of a display, speakers, etc., and outputs various information as images and sounds. The input unit 17 consists of a keyboard, mouse, microphone, camera, etc., and inputs various information according to the received instructions and operations. For example, the output unit 16 and the input unit 17 may be integrated and implemented using a touch panel.

[0026] The memory unit 18 stores programs necessary for the personnel support device 10 to perform various information processing tasks, as well as various data used by those programs. For example, it is composed of a hard disk or DRAM (Dynamic Random Access Memory). The memory unit 18 also functions to store a Large Language Model (LLM). This LLM is not limited to being stored in the personnel support device 10, but may be stored in an external device or system. The LLM is an AI (Artificial Intelligence) model that generates content such as text, images, audio, and video based on input instructions (prompts). The communication unit 19 communicates with other devices via a network N, including the Internet.

[0027] Furthermore, as described above, a large-scale language model (LLM) can be used as the generative AI (an example of AI) in this embodiment. The generative AI is obtained by performing deep learning on a neural network. The generative AI receives prompts containing instructions, as well as inference data such as audio data representing speech, text data representing text, and image data representing images. The generative AI infers from the input inference data according to the instructions indicated by the prompts, and outputs the inference results in data formats such as audio data and text data. Here, inference can be exemplified by analysis, classification, prediction, and / or summarization.

[0028] In this embodiment, prompts are input to specifically specify the information to be obtained so that the information to be output (generated) by the generation AI can be obtained. Furthermore, in this embodiment, depending on the conditions, the prompts include a specification of the information that will be used as material for generating the information to be obtained. For example, the reception unit 110, the identification unit 120, the display unit 130, the analysis unit 140, the guidance unit 150, and the proposal unit 160 cause the functional unit that functions as the generation AI to refer to necessary predetermined information (e.g., queries), and each component inputs instructions (e.g., prompts) that include content that will allow it to obtain the information it wants, causing the generation AI to output the information it wants.

[0029] Furthermore, the generating AI of this embodiment undergoes deep learning using a large amount of historical information, including personnel-related information accumulated outside of organizations such as companies. Based on this, the generating AI can access organizational information limited to within the organization, such as a large amount of personnel-related consultation data accumulated within the organization. Moreover, the generating AI of this embodiment can also access the latest information from outside the organization, obtainable via networks connected to external organizations. The generating AI of this embodiment can then generate information such as text while incorporating the latest information through internal and external information retrieval. In this system 1, the generating AI can be used via RAG (Retrieval Augmented Generation), a search-enhanced generation technology, to generate the desired information.

[0030] Furthermore, the personnel support device 10 may be equipped with a drive that appropriately accommodates removable media, including magnetic disks, optical disks, magneto-optical disks, or semiconductor memory. This drive allows programs read from the removable media to be installed in the storage unit 18. Furthermore, the removable media can store various types of data stored in the storage unit 18, just as the storage unit 18 does.

[0031] Furthermore, the hardware configuration of the personnel department terminal 30 and employee terminal 50 in this embodiment is the same as that of the personnel support device 10 described above.

[0032] (HR work support device 10) Figure 3 is a block diagram illustrating an example configuration of the personnel operations support device 10, which functions as a server in this embodiment.

[0033] The personnel operations support device (server) 10 includes a reception unit 110, a specification unit 120, a display unit 130, an analysis unit 140, a guidance unit 150, and a proposal unit 160. The personnel operations support device 10 also includes a personnel response record information DB 210, a personnel FAQ information DB 220, and a personnel rules information DB 230.

[0034] The reception unit 110 is a means that has the function of receiving records of responses to consultations regarding personnel matters within an organization (an example of consultation information). In other words, the reception unit 110 receives records of responses to consultations regarding personnel matters from employees belonging to the organization, and stores (accumulates) these responses in the personnel response record information DB as cases that are still being handled or cases that have been handled.

[0035] Consultations regarding human resources refer to a wide range of inquiries related to the work of the human resources department, such as performance evaluation, recruitment, talent development, labor management, payroll calculation, travel expense calculation, paid leave, and employee benefits. Records of these consultations are received through various means, such as designated forms, voice calls, emails, telephone calls, face-to-face meetings, and web conferences. When receiving records of consultations using designated forms, for example, the information may be entered into a digital form that can be viewed and processed on a computer, or it may be in the form of a Word file, or it may be an electronic document such as a PDF that has been scanned using OCR (optical character recognition) technology after being written on a paper form. In the case of face-to-face meetings or web conferences, records of consultations are made based on video or audio recordings.

[0036] Furthermore, in this embodiment, employee response discussions are conducted in small meetings involving multiple staff members, and it is not mandatory to create meeting minutes each time. In other words, in System 1 of this embodiment, the content of recorded meetings is captured, and the AI ​​automatically structures the data based on the transcript data and records it in the database. Also, when departmental discussions are conducted via email, the email history is captured and the information is stored in the database as a case study.

[0037] Furthermore, the reception unit 110 also has the function of receiving information regarding the dialogue between the HR person in the organization and the person seeking advice about the matter, as a record of the interaction. In other words, the reception unit 110 receives records of the conversation between the HR person and the person seeking advice as a record of the interaction. The conversational record of the conversation is a record (log) of when the HR person responded to the person seeking advice. The conversation record may be received, for example, as an audio (recording) or video (video recording) of the conversation, or as an interactive response using a chat function. This allows for the efficient reception of response records in real time.

[0038] Furthermore, the reception unit 110 also has the function of receiving information about the client's emotions as part of the response record. That is, the reception unit 110 receives a record of the consultation in dialogue format, including information about when the client appears to be unable to control their emotions during the conversation, such as crying, shouting, banging on the table, or being unable to speak. Information regarding emotions may be accepted based on recorded audio or images, or based on information entered by a human resources staff member, such as by checking a checkbox. This allows us to obtain valuable objective information about the client's personality and characteristics, which can then be passed on to the next counselor.

[0039] Information regarding the emotions of a single client is recorded in the consultation record as a past consultation case. This consultation record can be viewed as a past consultation case, related to the consultation cases of other clients that have recently been accepted. This allows other clients to refer to past instances where other clients exhibited emotional behavior when considering their own consultation cases.

[0040] Furthermore, the reception unit 110 also has the function of receiving expert opinions in response to referrals to experts. Specifically, when the reception unit 110 refers a person to an expert, it associates the expert's opinion with the consultation information. In other words, the reception unit 110 receives opinions from internal and external experts referred in conjunction with the output of guidance information from the guidance unit 150. Opinions are not limited to written documents such as opinion letters or medical certificates, but can also be given verbally or via email. Simple comments or advice are also acceptable. The received opinions are recorded in the personnel response record information DB 210 in association with the response record.

[0041] Furthermore, if a referral to an expert is made but the expert's opinion is not recorded in the HR response record information DB210, or regardless of whether a referral to an expert was made, the system may alert the HR staff at predetermined times, such as while the HR staff is handling the consultation received from the person seeking advice. In this way, the system can support HR staff so that they do not forget to provide care to the person seeking advice. In addition, it becomes possible to leave evidence that the HR staff provided care to the person seeking advice.

[0042] This allows those in charge to confidently and appropriately handle situations without making mistakes, by following the expert's opinion.

[0043] The identification unit 120 is a means that has the function of having the generation AI identify cases related to newly received consultations from collected past response records. In this embodiment, the identification unit 120 inputs consultation information of a new consultation regarding personnel matters into the generation AI, has it refer to multiple past cases which are past consultation cases, and has the generation AI output at least one past case related to the received consultation information. That is, in response to the reception unit 110 receiving a response record of a new consultation, the identification unit 120 has the generation AI identify cases related to the case in the received response record from past response records collected by the reception unit 110 up to the present. At this time, the response record is converted into a Markdown format which is easy for the generation AI to understand.

[0044] More specifically, the user inputs disclosure conditions regarding the identification of individuals in past consultation cases. The generating AI then extracts at least one past consultation case from the stored past consultation cases that contains content similar to the content of the new consultation. The generating AI then processes the content of the extracted consultation case according to the disclosure conditions corresponding to the viewer's job and position.

[0045] In this embodiment, "job duties" refers to the specific work content, roles, or responsibilities assigned to each employee belonging to a company or organization. In this embodiment, "position" refers to the work status or role of an employee belonging to a company or organization.

[0046] Furthermore, "duties and / or positions" refers to the cases of duties only, positions only, or both duties and positions. In other words, "duties and / or positions" means including at least one of duties and / or positions. For the sake of clarity, in the following explanation, "duties and / or positions" may sometimes be referred to simply as "duties" or "positions."

[0047] The generating AI then generates past case studies by processing the individual's information and outputs these past case studies to the HR personnel who are viewing them. In this embodiment, the similarity between a consultation and a past case study can be illustrated by the fact that they share many common elements or have many related elements.

[0048] When searching for past cases based on similarities to new consultations, it is possible to use not only the content of the consultation but also the attributes of the person seeking the consultation (age, gender, length of employment, affiliation, etc.). In addition, past consultation cases of the person seeking the new consultation may be extracted as similar past cases to the new consultation.

[0049] The display unit 130 is a means that has the function of switching the degree of disclosure of the content of the identified case according to the content of the identified case and the duties and position of the viewer in the organization viewing the case. Furthermore, the display unit 130 displays the content of a past case related to a new consultation in a different manner depending on the duties and position of the HR person viewing the past cases. In other words, the display unit 130 does not unconditionally disclose all of the content of the case identified by the identification unit 120, but rather restricts the disclosure according to the content of the case and switches the degree of disclosure indicating the scope of disclosure according to the duties and position of the viewer in the organization viewing the case.

[0050] In this regard, restrictions on disclosure will be imposed on information that requires consideration of the privacy of the person seeking advice, such as psychological or mental health issues or poor physical condition. Furthermore, the degree of disclosure refers to changing (restricting) the scope of disclosure depending on the viewer, rather than not disclosing anything at all when there are restrictions on disclosure. For example, positions in the human resources department can be ranked as department head, section chief, team leader, and general staff member, and the manner in which the content of cases is disclosed can differ according to the level of authority for each position. Also, even among general staff members, for example, one general staff member responsible for a certain job may be given the authority to disclose information, while another general staff member who is not responsible for that client may not have that authority. It should also be noted that the scope of disclosure can be understood as the scope of access to information related to human resources.

[0051] Specifically, if the person viewing the case is a department head, for example, all information will be made available and the contents of past cases fully disclosed. If the person viewing the case is a section chief, for example, information related to the privacy of the person seeking advice will be redacted or otherwise kept confidential, and the contents of the case will be disclosed while allowing access to detailed information in the area of ​​responsibility. If the person viewing the case is a team leader, for example, basic information in the area of ​​responsibility, such as a summary, will be made available and the contents of the case will be disclosed. And if the person viewing the case is a general staff member without a specific title, for example, the contents of the case will not be disclosed, and only the case name and general rule information will be disclosed. The above examples are based on job titles, but access permissions to information may be set in place of job duties, or in place of both job titles and job duties.

[0052] Next, we will explain in detail the disclosure of past cases from the perspective of instructions given to the generating AI. In this embodiment, the conditions for disclosing personally identifiable information are set according to the duties and position of the HR personnel. Then, in this system 1, instructions are input to the generating AI to process and display the content of past cases using the disclosure conditions.

[0053] In this embodiment, multiple conditions are set for disclosing information that could identify individuals in past cases. (1) As a condition for disclosing past cases in which individuals can be identified, one example is the condition of disclosing all of the contents of the past case without concealing anything. (2) As a condition for disclosing past cases in which it is difficult to identify individuals, but it is possible to infer them to some extent from surrounding information, one example is the condition of concealing only the names. (3) As a condition for disclosing past cases in which individuals cannot be identified or inferred, one example is the condition of summarizing and generalizing the past cases. (4) As a condition for disclosing past cases in which past cases are kept completely secret, one example is the condition of not disclosing the past cases themselves.

[0054] In this embodiment, one of the above disclosure conditions is set according to the duties and position of the HR officer. Thus, in this system 1, the disclosure conditions for information that can identify an individual are set according to the duties and position. Then, in this system 1, instructions are input to the generating AI to process and display the content of past cases using the disclosure conditions.

[0055] Thus, in System 1, instead of simply disclosing all of the content of past consultation cases managed as response records, the content of past cases is processed before disclosure, for example, by concealing at least a portion of the content of past cases. Furthermore, in System 1, the manner in which the content of a single past case is disclosed is displayed differently depending on the duties and position of the HR personnel viewing the past cases.

[0056] Furthermore, the method of displaying the contents of a past case in a different manner is not limited to concealing a portion of the past case. For example, information that may be disclosed regarding a past case can be set in advance. Then, the generating AI can be instructed to process the past case based on this information.

[0057] In this way, by displaying case information related to the received consultation with varying levels of disclosure depending on the viewer, it is possible to support the response (decision-making) to the received case while protecting the privacy of the person seeking advice. In other words, it enables consistent responses by referring to past cases, and if the disclosure of case information is restricted, it allows for appropriate responses while consulting with a supervisor and seeking guidance, as it is a sensitive case.

[0058] Furthermore, the display unit 130 also has the function of displaying information regarding the feelings of the person seeking advice as a cautionary note, based on information that identifies the person seeking advice when receiving a response record.

[0059] In this embodiment, the consultation information obtained through a dialogue between a human resources representative and a consultant can include information about the consultant's emotions at the time of the dialogue. Furthermore, when a new consultation is initiated through a dialogue between a human resources representative and a consultant, the display unit 130 proactively outputs information about the consultant's emotions during previous (past) dialogues to the human resources representative. In other words, during a dialogue between a human resources representative and a consultant, the display unit 130 can display information about the consultant's emotions that the reception unit 110 has previously received as a cautionary note, tailored to the consultant.

[0060] This means that, for example, even if a different person takes over handling a case for the first time, the specific precautions tailored to the client will be passed on to the new person, helping them to handle the situation appropriately, taking the client's feelings into consideration, and preventing any problems from arising.

[0061] The analysis unit 140 is a means that has the function of analyzing the received response records. Specifically, the analysis unit 140 analyzes the response records when they are received by the reception unit 110 and determines whether the response records contain any behaviors that warrant attention. Behaviors that warrant attention include, for example, behaviors that suggest the person seeking advice is complaining of psychological distress, behaviors that suggest the person seeking advice is complaining of poor physical health, and behaviors that suggest a high possibility of involving legal issues.

[0062] The guidance unit 150 is a means that provides information on the actions that HR personnel should take (an example of behavioral information) or information on actions that should be noted (an example of behavioral information). Specifically, when the guidance unit 150 determines, based on the content of the received response record, that actions that should be noted are included in the conversation between the HR personnel and the person seeking advice, it outputs information on the actions that the personnel should take or actions that should be noted to a screen of a communication terminal or the like that the personnel can view.

[0063] Specifically, the analysis unit 140, based on the content of the received response record, outputs response guidance information regarding appropriate words and actions to use with the caller, for example, if it determines that the caller is experiencing psychological distress. This response guidance information may be output and displayed in advance as a checklist, or it may be output and displayed as a pop-up based on the audio content of the received response record.

[0064] This allows HR personnel to handle consultations appropriately without making mistakes, while being mindful of the consultant's words and actions. Furthermore, based on the content of the analyzed response records, they can prevent oversights in confirming details or fail to communicate important information, and they can be careful with their words and actions to avoid provoking the consultant and causing trouble, thus handling the situation objectively, calmly, and appropriately.

[0065] The guidance unit 150 also functions as a means of providing information that encourages HR personnel to refer clients to internal or external experts as the action they should take. In other words, when a consultation takes place through dialogue between an HR person and a client, action information regarding the actions the HR person should take is output to the HR person based on the consultation information from previous dialogues. Specifically, if the analysis unit 140 determines, for example, that the person seeking advice is complaining of psychological distress, physical ailments, or that there is a high possibility of legal issues, the guidance unit 150 outputs to the communication terminal used by the person in charge not only guidance on what actions the person in charge should take or what actions they should be careful about, but also guidance encouraging them to cooperate with internal and external experts. Internal and external experts include, for example, doctors, public health nurses, lawyers, social insurance labor consultants, and counselors.

[0066] This allows staff to handle situations appropriately without making mistakes, thus preventing problems with clients.

[0067] The Proposal Unit 160 also has the function of proposing revisions to the organization's personnel rules based on the receipt of personnel-related information, such as inquiries or confirmations regarding personnel. Specifically, the Proposal Unit 160 proposes revisions to the organization's personnel rules based on the information related to personnel rules among the information handled in this system 1. In other words, the Proposal Unit 160 proposes revisions to the personnel rules that personnel department personnel can refer to when responding or when employees of the organization can confirm unclear points, based on personnel-related information such as inquiries or confirmations regarding personnel received by the Reception Unit 110.

[0068] In this case, Proposal Department 160 proposes revisions based on any of the following as personnel-related information: for example, the content of consultations received by the personnel department, access history of personnel-related FAQs disclosed within the organization, or reference history of personnel-related rules. Personnel-related rules refer to company regulations, employment regulations, and laws and regulations concerning personnel.

[0069] The proposal unit 160 of this embodiment proposes revisions to the organization's personnel regulations based on the content related to personnel regulations in the consultation with the person seeking advice. The consultations from the consultants include matters related to personnel regulations. System 1 specifically identifies the regulations (articles) related to the consultations and compiles the number of times each regulation (article) has been identified. Then, System 1 makes suggestions, for example, that regulations (articles) with a high number of occurrences need revision.

[0070] Furthermore, in this system 1, the user can view a list (a so-called FAQ) containing multiple combinations of example questions and answers related to personnel matters. The proposal unit 160 of this embodiment then uses the user's browsing history information regarding combinations related to personnel regulations to propose revisions to the organization's personnel regulations. The combinations of example questions and example answers include content related to personnel regulations. System 1 specifically identifies the regulations (articles) related to the combinations of example questions and example answers, and compiles the number of times each regulation (article) is identified. System 1 then suggests, for example, that regulations (articles) with a high frequency of occurrence are in high need of revision.

[0071] Furthermore, in this system 1, the consultant can view the organization's personnel regulations. The proposal unit 160 of this embodiment then uses the consultant's viewing history of the personnel regulations to propose revisions to the organization's personnel regulations. System 1 compiles the number of times each personnel-related rule (article) has been viewed. Based on this, System 1 will suggest, for example, that rules (articles) with a high number of views need revision.

[0072] In other words, the proposal unit 160 acquires information such as the number of times similar consultations have been received in the records of personnel-related consultations, the number of times personnel-related FAQs have been accessed (history), and the number of times personnel-related rules have been referenced. Based on the acquired information, if the number of inquiries regarding personnel-related information exceeds a predetermined value, the proposal unit 160 proposes revisions to company regulations or work rules that are difficult to understand, prone to disputes in interpretation, or too outdated to reflect the current situation. Note that the viewing history of personnel-related rules includes not only simple access history, but also editing such as adding highlights or annotations to the rules.

[0073] This will allow for the revision of personnel regulations to be made clearer and more relevant to the current situation, thereby reducing the number of inquiries to the HR department. The revisions may include not only rewriting the regulations but also clarifying the wording within them and including specific examples.

[0074] The Human Resources Response Record Information DB210 is a means of storing response records for each case of human resources-related consultations received by the Human Resources Department. In other words, regardless of how the response records are received, the Human Resources Response Record Information DB210 stores the response record information registered in the reception department 110, separating each case by employee. This response record information is collected and stored when the response records are received by the reception department 110.

[0075] The HR FAQ Information DB220 is a means of storing and associating major HR-related questions (frequently asked questions) with their answers. This HR FAQ information is publicly available for employees to access freely, and can be compiled, for example, by selecting frequently asked questions from past cases the HR department has handled. In addition, the answers in the HR FAQ information can also include links that allow access to relevant laws, regulations, and other information.

[0076] The personnel regulations information DB230 is a means of storing laws and regulations related to personnel. This personnel regulations information is also made public so that employees can freely access (view) it, and can be accessed, for example, through links disclosed together with answers to personnel FAQs.

[0077] As described above, the personnel support device 10 according to this embodiment functions as a device including a reception unit 110, a identification unit 120, a display unit 130, an analysis unit 140, a guidance unit 150, and a proposal unit 160, when various programs (OS, applications, etc.) stored in the auxiliary storage device are loaded into the main storage device and executed by the CPU 11.

[0078] Next, we will explain the process of displaying examples in the human resources support system 1 according to one embodiment of the present invention. Figure 4 is a flowchart illustrating the basic operation of the case display process in the personnel operations support device 10.

[0079] As shown in Figure 4, in step S301, the reception unit 110 performs a process to determine whether or not it has received (sent) a record of a consultation regarding the organization's personnel (personnel response record).

[0080] If the reception unit 110 receives the personnel response record (YES in S301), the process proceeds to step S302. On the other hand, if the reception unit 110 does not receive the personnel response record (NO in S301), the process in step S301 is repeated.

[0081] In step S302, the reception unit 110 processes the received personnel response records to be stored and collected (accumulated) in the personnel response record information DB 210. Furthermore, in step S303, the identification unit 120 performs a process to identify cases related to the newly received response record from the collected past response records. Next, in step S304, the identification unit 120 performs a process to identify the job duties and positions of the viewer who is viewing the case.

[0082] Then, in step S305, the display unit 130 performs a process to switch and display the level of disclosure of the content of the identified case according to the content of the case and the job title and position of the viewer in the organization viewing the case. After that, the operation of the personnel support device 10 ends (END).

[0083] Next, we will explain the flow of the corresponding record collection process in System 1. Figure 5 is a flowchart illustrating the operation of the correspondence record collection process in the personnel operations support device 10.

[0084] As shown in Figure 5, the processing in step S401 is the same as that in step S301 described above, so its explanation will be omitted. In step S402, the reception unit 110 performs a process to determine whether or not it has received information regarding the feelings of the person seeking advice (emotional information) as a personnel response record. If the reception unit 110 receives emotional information (YES in S402), the process proceeds to step S403. On the other hand, if the reception unit 110 does not receive emotional information (NO in S402), the process proceeds to step S404.

[0085] In step S403, the reception unit 110 processes the process of storing and collecting (accumulating) the personnel response record, which includes the received emotional information, in the personnel response record information DB 210. Furthermore, in step S404, the reception unit 110 performs the same process as in step S302 described above, storing and collecting (accumulating) the received personnel response records in the personnel response record information DB 210. After that, the operation of the personnel support device 10 ends (END).

[0086] Next, we will explain the process for displaying cautionary notes when collecting corresponding records in this system 1. Figure 6 is a flowchart illustrating the operation of the cautionary note display process when collecting response records in the personnel support device 10.

[0087] As shown in Figure 6, in step S501, the reception unit 110 performs a process to determine whether or not it has received the consultant identification information. The consultant identification information can be, for example, an employee number, which is entered by the personnel department staff when collecting the response record. Next, in step S502, the identification unit 120 refers to the personnel response record information DB 210 and identifies cases that are currently being handled or cases that have been handled based on the consultant identification information received by the reception unit 110, and also performs a process to determine whether or not the response record contains information about the consultant's emotions (emotional information).

[0088] If the identification unit 120 determines that there is a case or example that matches the consultant and that emotional information is included (YES in S502), the process proceeds to step S503. On the other hand, if the identification unit 120 determines that there is no case or example that matches the consultant, or that there is a case or example that matches the consultant but does not include emotional information (NO in S502), the process proceeds to step S504.

[0089] In step S503, the display unit 130, upon receiving the response record, processes the display of the consultant's emotional information as a cautionary note on the personnel department terminal 30. Then, in step S504, the reception unit 110 performs a process to determine whether or not it has received (sent) a record of a consultation regarding the organization's personnel (personnel response record), similar to step S301 described above. Note that the processing from step S505 to step S508 is the same as the processing from step S302 to step S305 described above, so the explanation will be omitted. After that, the operation of the personnel support device 10 ends (END).

[0090] Next, we will explain the flow of the response guidance display process when collecting response records in this system 1. Figure 7 is a flowchart illustrating the operation of the response guidance display process when response records are collected in the personnel support device 10.

[0091] As shown in Figure 7, the processing in step S601 is the same as that in step S301 described above, so its explanation will be omitted. In step S602, the analysis unit 140 performs a process to analyze the correspondence record received by the reception unit 110. Next, in step S603, the analysis unit 140 performs a process to determine whether the response record (conversation with the client) contains any behaviors that warrant attention, such as behaviors that suggest the client is complaining of psychological distress, behaviors that suggest the client is complaining of physical ailments, or behaviors that suggest a high probability of involving legal issues. If the analysis unit 140 determines that the response record contains any behavior that warrants attention (YES in S603), the process proceeds to step S604. On the other hand, if the analysis unit 140 determines that the response record does not contain any behavior that warrants attention (NO in S603), the process proceeds to step S607.

[0092] In step S604, the guidance unit 150 processes information regarding the actions or behaviors that the person in charge should take or should be careful about, and provides this information to the personnel department terminal 30 (outputs it). Furthermore, in step S605, the analysis unit 140 performs a process to determine whether or not it is necessary to forward the matter to an internal or external expert based on the contents of the correspondence record. If the analysis unit 140 determines that it is necessary to refer the information to an internal or external expert (YES in S605), the process proceeds to step S606. On the other hand, if the analysis unit 140 determines that it is not necessary to refer the information to an internal or external expert (NO in S605), the process proceeds to step S607.

[0093] In step S606, the guidance unit 150 processes information to prompt the user to be connected to an internal or external expert, and then provides (outputs) this information to the human resources terminal 30. Then, in step S607, the reception unit 110 performs the same process as in step S302 described above, storing and collecting (accumulating) the received personnel response records in the personnel response record information DB 210. Note that the processing from step S608 to step S610 is the same as the processing from step S303 to step S305 described above, so the explanation is omitted. After that, the operation of the personnel support device 10 ends (END).

[0094] Next, we will explain the process for receiving expert opinions in this system 1. Figure 8 is a flowchart illustrating the operation of the expert opinion reception process in the personnel operations support device 10.

[0095] In step S701, the guidance unit 150 processes the request to forward the information to an expert to obtain their opinion. This forwarding to an expert can be done, for example, by sending a record of the interaction with an internal or external expert. Next, in step S702, the reception unit 110 performs a process to determine whether or not it has received opinions from internal or external experts in response to the referral to experts by the guidance unit 150.

[0096] If the reception unit 110 has received the opinion (YES in S702), the process proceeds to step S703. On the other hand, if the reception unit 110 has not received the opinion (NO in S702), the process in S702 is repeated. The reception unit 110 then processes the received opinions, along with the response records, to store and collect (store) them in the personnel response record information DB 210. After that, the operation of the personnel support device 10 ends (END).

[0097] Next, we will explain the flow of the rule revision proposal process in System 1. Figure 9 is a flowchart illustrating the operation of the rule revision proposal process in the personnel operations support device 10.

[0098] In step S801, the reception unit 110 performs a process to determine whether or not it has received personnel-related information. As mentioned above, personnel-related information can include, for example, records of responses to inquiries received by the personnel department, access history to personnel-related FAQs disclosed within the organization, and reference history to personnel-related rules. If the reception unit 110 receives personnel-related information (YES in S801), the process proceeds to step S802. On the other hand, if the reception unit 110 does not receive personnel-related information (NO in S801), the operation of the personnel support device 10 ends (END).

[0099] In step S802, the proposal unit 160 performs a process to determine whether the number of personnel-related information received by the reception unit 110 is equal to or greater than a predetermined value (number of received ≥ predetermined value). Specifically, it determines whether the number of times similar consultations have been received in the records of the aforementioned personnel-related consultations, the number of times the personnel-related FAQs have been accessed (history), and the number of times the personnel-related rules have been referenced is equal to or greater than a predetermined number. If the proposal unit 160 determines that the number of times personnel-related information has been received is greater than or equal to a predetermined value (YES in S802), the process proceeds to step S803. On the other hand, if the proposal unit 160 determines that the number of times personnel-related information has been received is not greater than or equal to a predetermined value (NO in S802), the process returns to step S801 and repeats. In step S803, the proposal unit 160 processes a process to display on the personnel department terminal 30 proposals for revisions to internal regulations and work rules based on personnel-related information that is above a predetermined value. After that, the operation of the personnel support device 10 ends (END).

[0100] As described above, System 1 displays past handling cases related to the consultations received by the Human Resources Department from employees, with the degree of disclosure adjustable. This is a desirable system that supports the Human Resources Department's work while protecting the privacy of the employees involved in those cases.

[0101] Next, an example of the screen configuration displayed on the Human Resources Department terminal 30 and the employee terminal 50 in this embodiment will be described. First, in order to take advantage of System 1, the Human Resources Department accesses the System 1 website using the communication function of the Human Resources Department terminal 30 and installs (downloads) the dedicated application software.

[0102] Then, when the Human Resources Department terminal 30 accesses the site of System 1 and requests to use System 1, the login screen for System 1 is displayed. This login screen can be shown, for example, in Figure 10.

[0103] Figure 10 is a schematic diagram showing an example configuration of the login screen 300 for the Human Resources Operations Support System 1, which is displayed on the Human Resources Department terminal 30.

[0104] In Figure 10, the login screen 300 is titled "Human Resources Support System" and includes a user ID input field 301 for entering the employee number, which is the identification information of an employee, a password input field 302 for entering a password, and a "Login" button 303. In other words, since the person in charge of the human resources department is also an employee of the organization, their department can be identified by entering the employee number, and this terminal is used as the human resources department terminal 30.

[0105] Furthermore, the login screen 300 includes an explanation section 304 titled "About Access Permissions," which explains that the level of disclosure of case studies can be switched according to job duties and positions. This "About Access Permissions" section 304 explains, for example, that if the person in charge holds a managerial position, they will have access to all information and the content of the case studies will be disclosed; if they are at the section chief level, they will have access to detailed information about their area of ​​responsibility and the content of the case studies will be disclosed; if they are at the mid-level, they will have access to basic information about their area of ​​responsibility and the content of the case studies will be disclosed; and if they are a new employee, the content of the case studies will not be disclosed, and only general rule information will be disclosed. Therefore, in this system 1, the job title is identified from the employee number entered in the user ID input field 301, and the level of disclosure of the case study is switched accordingly.

[0106] Furthermore, such access permissions can be set, for example, in the permission management screen shown in Figure 11.

[0107] Figure 11 is a schematic diagram showing an example configuration of the access control screen 310 displayed on the HR terminal 30 used by the head of the HR department.

[0108] In Figure 11, the authorization management screen 310 includes a username input field 311 for searching for users (i.e., employees belonging to the Human Resources Department) by entering their usernames, and an "Authority Selection" button 312 for searching for users by job title or position. The authorization management screen 310 also displays a user list table 313 showing the users selected by the search.

[0109] This user list table 313 includes a username display field 3131, a permission level display field 3132, an access scope (scope of disclosure of cases) display field 3133, a personal information access permission display field 3134, a last login time display field 3135, and an operation button display field 3136. Furthermore, the user list table 313 is provided with a user display section that displays various information for each user selected by the search. In Figure 11, this section includes a first user display section 313-1, a second user display section 313-2, a third user display section 313-3, and a fourth user display section 313-4.

[0110] Furthermore, in the operation button display area 3136 of the user list table 313, the first user display unit 313-1 is provided with a first user edit button 3136-11 for editing the settings of the first user and a first user stop button 3136-12 for stopping the access of the first user. Furthermore, the second user display unit 313-2 is provided with a second user edit button 3136-21 for editing the settings of the second user and a second user stop button 3136-22 for stopping the access of the second user. Furthermore, the third user display unit 313-3 is provided with a third user edit button 3136-31 for editing the settings of the third user and a third user stop button 3136-32 for stopping the access of the third user. Furthermore, the fourth user display unit 313-4 is provided with a fourth user edit button 3136-41 for editing the settings of the fourth user and a fourth user stop button 3136-42 for stopping the access of the fourth user.

[0111] Therefore, the head of the Human Resources Department can set permissions for each user on this permission management screen 310. This allows for the appropriate disclosure of case data collected (stored) using this system 1 while protecting employee privacy.

[0112] Furthermore, on the login screen 300 shown in Figure 10 above, when a person in charge of the human resources department who requests to use this system 1 enters their employee number in the user ID input field 301 and their self-set password in the password input field 302 and selects the "Login" button 303, a dashboard screen like the one shown in Figure 12 will be displayed.

[0113] Figure 12 is a schematic diagram showing an example configuration of the main dashboard screen 320 displayed on the Human Resources Department terminal 30.

[0114] In Figure 12, the main dashboard screen 320 includes a section for displaying this month's case examples 321, a section for displaying the number of accessible cases 322, a section for displaying pending cases 323, and a section for displaying this month's resolution rate 324. As an example, the section for displaying this month's case examples 321 shows "23", the section for displaying the number of accessible cases 322 shows "156", the section for displaying pending cases 323 shows "5", and the section for displaying this month's resolution rate 324 shows "89%".

[0115] The main dashboard screen 320 also includes a "Search Cases" button 325 for searching registered cases, a "Register Case" button 326 for registering a response record for a new case, and an "FAQ Management Screen" button 327 for managing frequently asked questions provided to general employees, as well as a recent cases display section 329. This recent case display section 329 displays multiple cases, including the first case display section 3291, the second case display section 3292, the third case display section 3293, the fourth case display section 3294, and the fifth case display section 3295. In addition, each case displays both an overview (content) of the case and a response status showing the status of the response.

[0116] Therefore, on this main dashboard screen 320, personnel in charge of human resources can understand the status of inquiries received and processed, the registration status of cases, and can also search for cases, register new cases, and manage FAQs. For example, if a person in charge of human resources selects the "Search for Cases" button 325 on this main dashboard screen 320, a dashboard screen like the one shown in Figures 13A and 13B will be displayed.

[0117] Figures 13A and 13B are schematic diagrams showing examples of the configuration of the case search screen 330 displayed on the Human Resources Department terminal 30. Scrolling down the case search screen 330 shown in Figure 13A will display the case search screen 330 shown in Figure 13B.

[0118] In Figure 13A, the case search screen 330 is provided with a case search section 331. This case search section 331 includes a category input field 3311 for selecting and entering search categories such as salary / allowances, commuting / transportation expenses, and leave / absence from a pull-down menu; a response period input field 3312 for selecting and entering search periods such as the past 3 months, past 6 months, past 1 year, or more than 1 year ago from a pull-down menu; a keyword search field 3313 for entering search keywords; a current situation description field 3314 for entering details of the case currently being handled; and a search option selection field 3315. Furthermore, the search option selection field 3315 includes, for example, a first option button 33151 for selecting to display only cases with a similarity of 70% or more; a second option button 33152 for selecting to display cases including resolved cases; and a third option button 33153 for selecting to display only cases handled by the person in charge.

[0119] Furthermore, the case search unit 331 is equipped with a "clear" button 3316 to cancel the entered search conditions and a "execute search" button 3317 to perform a search using the entered search conditions. By entering the desired conditions into the designated form mentioned above, the person in charge can search for past cases related to newly received cases or cases currently being handled.

[0120] Furthermore, the case search screen 330 shown in Figure 13B, which appears when you scroll down the case search screen 330 shown in Figure 13A, is provided with an employee-specific consultation history search section 332. This employee-specific consultation history search section 332 includes a search purpose selection field 3321, an employee number input field 3322, a name input field 3323, a department selection field 3324, a consultation period selection field 3325, a display option selection field 3326, and an "Search Employee-Specific History" button 3327.

[0121] The search purpose selection field 3321 includes, for example, a "Follow-up on Continuing Consultations" button 33211 to review past consultations from the same employee, a "Consultation Pattern Analysis" button 33212 to understand the tendencies of employees who have consulted multiple times, a "Response Consistency Check" button 33213 to check consistency with past responses to the same employee, and an "Escalation Decision" button 33124 to check for the escalation or recurrence of the problem. In addition, the display option selection field 3326 includes, for example, a first option button 33261 to select to display in chronological order, a second option button 33262 to select to display similar cases of other related employees, and a third option button 33263 to select to also display the response results and effects.

[0122] Furthermore, in Figure 13B, the case search screen 330 is provided with a frequently used search section 333. This frequently used search section 333 includes buttons for "change of commute route" 3331, "childcare leave related" 3332, "reduced working hours" 3333, "housing allowance" 3334, "special consideration" 3335, "extension of period" 3336, "doctor's diagnosis" 3337, and "collaboration with industrial physician" 3338. Therefore, the personnel department staff can select and perform the desired search in the case search unit 331, the employee consultation history search unit 332, and the frequently used search unit 333. As a result of the search, a search results screen like the one shown in Figure 14 will be displayed. Figure 14 is a schematic diagram showing an example configuration of the search results screen 340 displayed on the Human Resources Department terminal 30.

[0123] In Figure 14, the search results screen 340 includes a search criteria display section 341, a sorting order selection section 342, a display selection section 343, and a case study display section 344 as search results. The search criteria display section 341 shows that the search was performed with the category "Commuting / Transportation Expenses," the keyword "Special Consideration," the search period "All Periods," and the authority level "Manager Level." It also shows that there are "7" matching results with a similarity of 70% or higher, and "5" results that are accessible.

[0124] The sorting selection field 342 allows users to choose the sorting order, such as by similarity, date, or category. The display selection field 343 allows users to select display conditions, such as cases with a similarity of 70% or more, resolved cases, or cases handled by the user. Furthermore, the case display section 344 displays multiple searched cases individually, such as the first case display section 3441, the second case display section 3442, the third case display section 3443, and so on. If, for example, a person in charge of human resources selects the "Show Details" button 34411 located on the first case display unit 3441, then a case details screen, such as those shown in Figures 15A and 15B, will be displayed.

[0125] Figures 15A and 15B are schematic diagrams showing example configurations of the case details screen 350 displayed on the Human Resources Department terminal 30. Furthermore, by scrolling down the case details screen 350 shown in Figure 15A, the case details screen 350 shown in Figure 15B will be displayed consecutively.

[0126] In Figure 15A, the case details screen 350 includes a case summary display field 351, a review / decision process display field 352, a response timeline display field 353, a similar case display field 354, and a related category display field 355.

[0127] Furthermore, the case details screen 350 shown in Figure 15B, which appears when you scroll down the case details screen 350 shown in Figure 15A, is equipped with a response result / approval content display field 356 and a basis for the response / reference materials display field 357, as well as multiple operation buttons 358. The operation buttons 358 include, for example, a "Return to search results" button 3581, a "Search for similar cases" button 3582, a "Display detailed information" button 3583, and a "Register a new case based on this case" button 3584. Please note that the "Show Details" button 3583 may be unavailable (details will not be displayed) depending on the conditions set in advance within the organization, which affect the level of disclosure of the case details.

[0128] Furthermore, when a person in charge of human resources selects the "Register Case" button 326 on the main dashboard screen 320 shown in Figure 12, a new case registration screen will be displayed, for example, as shown in Figures 16A and 16B.

[0129] Figures 16A and 16B are schematic diagrams showing examples of the configuration of the correspondence record registration screen 360, which registers data from voice data displayed on the Human Resources Department terminal 30. Furthermore, by scrolling down the corresponding record registration screen 360, which is used to register audio data as shown in Figure 16A, the corresponding record registration screen 360, which is used to register audio data as shown in Figure 16B, will be displayed consecutively.

[0130] Specifically, the new case registration screen includes a "Register from audio data" button 361 for uploading an audio file and automatically converting it to register a new case, a "Register from email data" button 362 for automatically converting an email message file (e.g., an MSG file) to register a new case, and a "Register by manual input" button 363 for directly entering information into a form to register a new case. When the "Register a case" button 326 is selected on the main dashboard screen 320 shown in Figure 12, the first "Register from audio data" button 361 is selected, and the corresponding record registration screen 360 for registering from audio data, as shown in Figures 16A and 16B, is displayed.

[0131] In Figure 16A, the corresponding record registration screen 360, which registers from this voice data, is provided with a voice data upload unit 3611 and a basic information input unit 3612. The audio data upload section 3611 includes a drag-and-drop field 36111 for uploading audio data by dragging and dropping audio files, and a "Select File" button 36112 for uploading audio data by selecting a file. Furthermore, the basic information input section 3612 includes a case title input field 36121, a category selection field 36122, an employee number input field 36123, a response start date input field 36124, a response completion date input field 36125, and a case summary input field 36126.

[0132] Furthermore, the corresponding record registration screen 360 for registering from audio data shown in Figure 16B, which appears when you scroll down the corresponding record registration screen 360 for registering from audio data shown in Figure 16A, is equipped with a detailed information input section 3613, a privacy / access control setting section 3614, a registration responsible person input field 3615, a review scheduled date input field 3616, a "Save Draft" button 3617, a "Preview" button 3618, and a "Register Case" button 3619.

[0133] The detailed information input section 3613 includes a situation / background input field 36131, a consideration / decision process input field 36132, a response result / approval content input field 36133, a related case ID (identification information) input field 36134, and a keyword input field 36135.

[0134] Furthermore, the privacy and access control settings section 3614 includes a personal information handling selection field 36141 and an access permission setting field 36142. The personal information handling selection field 36141 includes, for example, a first handling selection button 361411 for registering personal information that can only be accessed by authorized personnel, a second handling selection button 361412 for registering personal information anonymized, and a third handling selection button 361413 for registering generalized examples that do not include personal information. In addition, as previously described, the access permission setting field 36142 allows settings to switch the level of disclosure of examples according to job duties and positions, such as department head level, section chief level, mid-level, and new employee level.

[0135] Furthermore, in the response record registration screen 360, which registers from audio data as shown in Figure 16A, selecting the "Register from email data" button 362 will display a new case registration screen, such as those shown in Figures 17A and 17B.

[0136] Figures 17A and 17B are schematic diagrams showing example configurations of the response record registration screen 370, which registers responses from email data displayed on the Human Resources Department terminal 30. Furthermore, by scrolling down the correspondence record registration screen 370 shown in Figure 17A, the correspondence record registration screen 370 shown in Figure 17B will be displayed consecutively.

[0137] In Figure 17A, the correspondence record registration screen 370, which registers data from emails, is equipped with an email data upload unit 3711 and a basic information input unit 3712. The email data upload section 3711 includes a drag-and-drop field 37111 for uploading email data by dragging and dropping email files such as MSG files, and a "Select File" button 37112 for uploading email data by selecting a file. Furthermore, the basic information input section 3712 includes a case title input field 37121, a category selection field 37122, an employee number input field 37123, a response start date input field 37124, a response completion date input field 37125, and a case summary input field 37126.

[0138] Furthermore, the response record registration screen 370 for registering from email data shown in Figure 17B, which appears when you scroll down the response record registration screen 370 for registering from email data shown in Figure 17A, is equipped with a detailed information input section 3713, a privacy / access control setting section 3714, a registration responsible person input field 3715, a review scheduled date input field 3716, a "Save Draft" button 3717, a "Preview" button 3718, and a "Register Case" button 3719.

[0139] The detailed information input section 3713 includes a situation / background input field 37131, a consideration / decision process input field 37132, a response result / approval content input field 37133, a related case ID (identification information) input field 37134, and a keyword input field 37135. The privacy / access control setting section 3714 includes a personal information handling selection field 37141 and an access permission setting field 37142. The personal information handling selection field 37141 includes, for example, a first handling selection button 371411 to register personal information that can only be accessed by authorized personnel, a second handling selection button 371412 to register personal information anonymized, and a third handling selection button 371413 to register as a generalized case that does not include personal information. The access permission setting field 37142, as described above, allows settings to switch the level of disclosure of cases according to job duties and positions, such as department head level, section chief level, mid-level, and new employee level.

[0140] Furthermore, if you select the "Register by manual input" button 363 on the corresponding record registration screen 360, which registers from the audio data shown in Figure 16A, a new case registration screen will be displayed, for example, as shown in Figures 18A and 18B.

[0141] Figures 18A and 18B are schematic diagrams showing examples of the configuration of the correspondence record registration screen 380, which is registered from form input displayed on the Human Resources Department terminal 30. Furthermore, by scrolling down the corresponding record registration screen 380, which is registered using the form input shown in Figure 18A, the corresponding record registration screen 380, which is registered using the form input shown in Figure 18B, will be displayed consecutively.

[0142] In Figure 18A, the corresponding record registration screen 380, which is registered via form input, is provided with a basic information input section 3811 and a detailed information input section 3812. The basic information input section 3811 includes a case title input field 38111, a category selection field 38112, an employee number input field 38113, a response start date input field 38114, a response completion date input field 38115, and a case summary input field 38116. Furthermore, the detailed information input section 3812 includes a situation / background input field 38121, a consideration / decision process input field 38122, a response result / approval content input field 38123, a related case ID (identification information) input field 38124, and a keyword input field 38125.

[0143] Furthermore, the corresponding record registration screen 380, which is accessed by scrolling down from the corresponding record registration screen 380 shown in Figure 18A, is provided with a privacy / access control setting section 3814, a registration responsible person input field 3815, a scheduled review date input field 3816, a "Save Draft" button 3817, a "Preview" button 3818, and a "Register Case" button 3819.

[0144] The Privacy and Access Control Settings section 3814 includes a Personal Information Handling Selection field 38141 and an Access Permission Settings field 38142. The Personal Information Handling Selection field 38141 includes, for example, a first handling selection button 381411 for registering personal information that can only be accessed by authorized personnel, a second handling selection button 381412 for registering personal information anonymized, and a third handling selection button 381413 for registering generalized examples that do not include personal information. The Access Permission Settings field 38142, as previously described, allows for settings to switch the level of disclosure of examples according to job duties and positions, such as department head level, section chief level, mid-level, and new employee level. Based on these settings regarding personally identifiable information, the AI ​​can process the consultation content and register it as information.

[0145] Furthermore, when entering information about the client's emotions on the response record registration screen 380, which is registered via form input, a new case registration screen, such as the one shown in Figure 18C, is displayed. Figure 18C is a schematic diagram showing another configuration example of the correspondence record registration screen 380, which is registered from form input displayed on the Human Resources Department terminal 30.

[0146] In Figure 18C, the response record registration screen 380, which is registered from form input, is equipped with an emotion log input unit 3813 that receives personnel-related consultations from the consultant and inputs information about the consultant's emotions. This emotion log input unit 3813 is equipped with multiple checkboxes for checking the consultant's concerning words and actions. These checkboxes can include, for example, a "crying" checkbox 38131, a "shouting" checkbox 38132, a "ignoring (not listening to others)" checkbox 38133, a "banging on the table / throwing things" checkbox 38134, a "yelling (unable to have a conversation)" checkbox 38135, and so on. In this embodiment, the HR person receives input from the HR person regarding the consultant's emotions during their conversation.

[0147] Furthermore, information regarding the client's emotions during the conversation between the HR representative and the client is not limited to information received from the HR representative. For example, audio data from an audio or video recording of the conversation between the HR representative and the client could be used to identify the client's emotions, and the AI ​​could record information about the client's emotions in the response record.

[0148] Furthermore, if the response record registration screen 380, which is entered via a form, provides information on the actions or behaviors that the person in charge should take or should be careful about, a new case registration screen will be displayed, for example, as shown in Figure 18D.

[0149] Figure 18D is a schematic diagram showing an example configuration of the correspondence record registration screen 380, which is registered from form input displayed on the Human Resources Department terminal 30.

[0150] In Figure 18D, the response record registration screen 380, which is entered via form input, displays a response caution notice 3820 as a pop-up while the user is receiving a personnel-related consultation from the consultant. Response Guidelines 3820 provides guidance on actions that a person in charge should take, such as, "The person seeking advice appears to be experiencing mental health issues. Let's confirm whether they have consulted with an industrial physician."

[0151] Furthermore, in the response record registration screen 380, which is registered via form input, if the user is prompted to refer the case to an internal or external expert, a new case registration screen, such as the one shown in Figure 18E, will be displayed. Figure 18E is a schematic diagram showing an example configuration of the correspondence record registration screen 380, which is registered from form input displayed on the Human Resources Department terminal 30.

[0152] In Figure 18E, the response record registration screen 380, which is entered via a form, includes a message 3822 such as, "Why not collaborate with internal and external experts to address this issue?", along with a "Consult with Expert" button 3821 that allows users to send the form to an expert for consultation.

[0153] Furthermore, when modifying or adding to the response record of a registered case using the form input, a response record modification / addition screen, such as the one shown in Figure 19, will be displayed. Figure 19 is a schematic diagram showing an example configuration of the response record correction / addition screen 390 displayed on the Human Resources Department terminal 30.

[0154] In Figure 19, the response record modification / addition screen 390 displays the content registered in the response record registration screen 380, which is registered from the form input described above, such as the basic information display field 391 and the detailed information display field 392, allowing users to modify and add to the consultation response record as needed. Furthermore, the response record modification / addition screen 390 displays a note display field 393 based on the information regarding the client's emotions entered in the emotion log input section 3813 of the response record registration screen 380, which is registered from the form input shown in Figure 18C above. In Figure 19, the cautionary note section 393 displays instructions for the next person in charge, such as, "Last time she started crying, so please be careful not to let her emotions get the better of her."

[0155] Furthermore, if a member of the Human Resources Department selects the "FAQ Management Screen" button 327 on the main dashboard screen 320 shown in Figure 12, a chatbot screen like the one shown in Figure 20 will be displayed. Figure 20 is a schematic diagram showing an example configuration of the chatbot screen 400 displayed on the Human Resources Department terminal 30.

[0156] In Figure 20, the chatbot screen 400, which links the FAQ system and the chatbot, is equipped with a question display unit 401 and a reference material display unit 402. The question display unit 401 displays several frequently asked questions, such as the first question selection button 4011, the second question selection button 4012, the third question selection button 4013, the fourth question selection button 4014, and so on. The question display unit 401 also includes a question input field 4015 for entering any question, as well as a submit button 4016.

[0157] In Figure 20, the first question selection button 4011 is for selecting an answer to a question regarding "changes to commuting routes due to special circumstances," the second question selection button 4012 is for selecting an answer to a question regarding "how to handle applications for extension of childcare leave," the third question selection button 4013 is for selecting an answer to a question regarding "determining the criteria for housing allowance payments," and the fourth question selection button 4014 is for selecting an answer to a question regarding "the scope of application of the reduced working hours system."

[0158] Furthermore, the reference material display section 402 is equipped with a rule display button 4021, an example display button 4022, and a legal regulations display button 4023. In Figure 20, the reference material display unit 402 is shown with the rule display button 4021 selected, and the first rule display unit 40211, the second rule display unit 40212, and the third rule display unit 40213 are shown.

[0159] In this chatbot screen 400, for example, if the first question selection button 4011 of the question display unit 401 is selected, a chatbot response screen like the one shown in Figure 21 will be displayed. Figure 21 is a schematic diagram showing an example configuration of the chatbot response screen 410 displayed on the Human Resources Department terminal 30.

[0160] In Figure 21, the chatbot response screen 410 is provided with a response display unit 411. This answer display unit 411 includes an answer unit 4111 that shows the answer to the question regarding "changes to commuting routes due to special circumstances," and a reference material unit 4112 that shows materials that should be checked to enhance the reliability of the answer. Therefore, if an inquiry from a client is a common question, the HR department staff can efficiently and appropriately respond by finding the answer on the chatbot response screen 410 without having to create a response record.

[0161] Furthermore, in this system 1, the search for answers by linking the FAQ system and chatbot described above can be performed not only on the HR department terminal 30, but also on employee terminals 50, for example, as shown in Figure 22. Figure 22 is a schematic diagram showing an example configuration of the chatbot screen 500 displayed on the employee terminal 50.

[0162] In Figure 22, the chatbot screen 500 displays several frequently asked questions, such as the first question selection button 501, the second question selection button 502, the third question selection button 503, and so on. The chatbot screen 500 also includes a question input field 504 for entering any question, as well as a send button 505 and a "Consult with HR" button 506.

[0163] Therefore, inquiries regarding matters explicitly stated in the rules registered within System 1 will be automatically answered by the chatbot, allowing employees to find the answers themselves from the chatbot screen 500 without having to contact the Human Resources Department. Inquiries regarding matters not explicitly stated in the rules can be recorded as pending cases displayed in the pending cases display section 323 on the main dashboard screen 320 by selecting the "Consult with Human Resources" button 506. These cases will also be stored in System 1 as cases requiring attention.

[0164] Furthermore, in this system 1, depending on the content of the consultation received by the Human Resources Department, the access history of FAQs regarding human resources disclosed within the organization, or the reference history of rules regarding human resources, revisions to the rules regarding human resources can be proposed, for example, as shown in Figure 23. Figure 23 is a schematic diagram showing an example configuration of the main dashboard screen 320 with rule revision proposals displayed on the Human Resources Department terminal 30.

[0165] In Figure 23, the main dashboard screen 320 is equipped with a rule revision proposal display section 328. In the proposed revision section 328 of the regulations shown in Figure 23, it is stated that the definition of "(4) Other persons approved by the company" in the company housing management regulations, which sets out the criteria for occupancy of leased company housing, is unclear. Therefore, the proposed revision includes providing several specific examples based on past cases of approval.

[0166] Furthermore, in the case of consultations received by the Human Resources Department, proposals for rule revisions may be based on, for example, the number of times a category is selected when registering response records received from the Human Resources Department terminal 30. In the case of access history to FAQs related to human resources, proposals for rule revisions may be based on, for example, the number of times a question selection button is selected in the chatbot received from the Human Resources Department terminal 30 or employee terminal 50. In the case of reference history of rules related to human resources, proposals for rule revisions may be based on, for example, the number of times a rule is displayed as reference material in the chatbot's response or the actual number of times the rule is accessed.

[0167] <Note> [Note 1] A system that supports HR personnel in an organization who receive consultations from clients. Having one or more processors, The aforementioned processor, The aforementioned HR officer received information regarding the consultations he / she had received. The aforementioned consultation information is input into the AI, multiple past cases which are examples of past consultations are referenced, and the AI ​​is made to output at least one of the past cases related to the received consultation information. A support system that displays the content of one past case in a different manner depending on the duties and / or position of the personnel officer viewing the past case. [Note 2] The conditions for disclosing personally identifiable information are set according to the aforementioned duties and / or positions. The support system described in Appendix 1, which inputs instructions to the AI ​​to process and display the contents of the past cases using the aforementioned disclosure conditions. [Note 3] The support system described in Appendix 1, which receives the consultation information obtained through the dialogue between the aforementioned personnel officer and the aforementioned person seeking consultation. [Note 4] The support system described in Appendix 3, wherein the consultation information obtained from the conversation between the HR officer and the person seeking advice includes information regarding the feelings of the person seeking advice at the time of the conversation. [Note 5] The support system described in Appendix 4, which, when a consultation takes place through a dialogue between the aforementioned personnel officer and the aforementioned consultant, outputs to the personnel officer information regarding the consultant's emotions during a previous dialogue consultation. [Note 6] The support system described in Appendix 3, which, when the consultation is conducted through a dialogue between the HR representative and the person seeking advice, outputs action information to the HR representative regarding the actions the HR representative should take, based on the consultation information from previous dialogues. [Note 7] The support system described in Appendix 6 includes information that prompts the referral of the person seeking advice to a specialist related to the content of the consultation information. [Note 8] The support system described in Appendix 7, which, when referring the person seeking advice to the aforementioned expert, associates the expert's opinion with the consultation information. [Note 9] The support system described in Appendix 1 proposes revisions to the personnel regulations of the aforementioned organization based on the information related to personnel regulations among the information handled in this system. [Note 10] The support system described in Appendix 9, which proposes the revision based on the content related to the aforementioned rules in the consultation information of the aforementioned consultant. [Note 11] The person seeking advice can view a list containing multiple combinations of example questions and example answers regarding personnel matters. The support system described in Appendix 9, which proposes the revisions using the client's browsing history for the combinations related to the aforementioned rules. [Note 12] The aforementioned person seeking advice is able to view the personnel regulations of the aforementioned organization, The support system described in Appendix 9, which proposes the aforementioned revisions using the client's browsing history regarding the aforementioned rules. [Note 13] A device that supports HR personnel in an organization who receive consultations from clients, Having one or more processors, The aforementioned processor, The aforementioned HR officer received information regarding the consultations he / she had received. The aforementioned consultation information is input into the AI, multiple past cases which are examples of past consultations are referenced, and the AI ​​is made to output at least one of the past cases related to the received consultation information. A support device that displays the content of one past case in a different manner depending on the duties and / or position of the personnel officer viewing the past case. [Note 14] This is a program to support HR personnel in organizations who receive consultations from clients. On the computer, A function to receive consultation information regarding consultations received by the aforementioned HR personnel, The AI ​​has a function to input the aforementioned consultation information, refer to multiple past consultation cases, and output at least one of the past cases related to the received consultation information. A function to display the content of one past case in a different manner depending on the duties and / or position of the HR officer viewing the past case, A program that executes the command.

[0168] Although this embodiment has been described above, the above-described embodiment is merely an example to facilitate understanding of the present invention and is not intended to limit the interpretation of the present invention. Furthermore, the present invention is not limited to the above-described embodiment, and any modifications, improvements, etc., to the extent that they can achieve the objectives of the present invention are included in the present invention. [Explanation of Symbols]

[0169] 10...Personnel support system (server), 30...Personnel department terminal, 50...Employee terminal, 110...Reception department, 120...Specific department, 130...Display department, 140...Analysis department, 150...Guidance department, 160...Proposal department, 210...Personnel response record information DB, 220...Personnel FAQ information DB, 230...Personnel regulations information DB

Claims

1. A system that supports HR personnel in an organization who receive consultations from clients, Having one or more processors, The aforementioned processor, The aforementioned HR officer received information regarding the consultations he / she had received. The aforementioned consultation information is input into the AI, multiple past cases which are examples of past consultations are referenced, and the AI ​​is made to output at least one of the aforementioned past cases which is related to the received consultation information. Depending on the duties and / or position of the personnel officer viewing the aforementioned past cases, the manner in which the contents of one of the aforementioned past cases are disclosed will be displayed differently. Identify the number of times the aforementioned consultation information has been received and the personnel rules of the said organization related to the aforementioned consultation information, We propose revisions to the aforementioned rules based on the number of submissions for each rule identified. Support system.

2. A system for supporting human resources personnel in an organization who receive consultations from clients, Having one or more processors, The aforementioned processor, The aforementioned HR officer received information regarding the consultations he / she had received. The aforementioned consultation information is input into the AI, multiple past cases which are examples of past consultations are referenced, and the AI ​​is made to output at least one of the aforementioned past cases which is related to the received consultation information. Depending on the duties and / or position of the personnel officer viewing the aforementioned past cases, the manner in which the contents of one of the aforementioned past cases are disclosed will be displayed differently. Viewers can access a list containing multiple combinations of example questions and answers related to personnel matters. Identify the number of times the aforementioned viewer has viewed the aforementioned combination and the personnel rules of the aforementioned organization related to the aforementioned combination, In accordance with the number of views for each of the specified rules, we propose revisions to the said rules. Support system.

3. A system for supporting human resources personnel in an organization who receive consultations from clients, Having one or more processors, The aforementioned processor, The aforementioned HR officer received information regarding the consultations he / she had received. The aforementioned consultation information is input into the AI, multiple past cases which are examples of past consultations are referenced, and the AI ​​is made to output at least one of the aforementioned past cases which is related to the received consultation information. Depending on the duties and / or position of the personnel officer viewing the aforementioned past cases, the manner in which the contents of one of the aforementioned past cases are disclosed will be displayed differently. The personnel regulations of the aforementioned organization are available for public viewing. The number of times the aforementioned viewer has viewed the aforementioned rules is identified, We propose revisions to the aforementioned rules based on the number of views for each rule. Support system.

4. The conditions for disclosing personally identifiable information are set according to the aforementioned duties and / or positions. Using the aforementioned disclosure conditions, an instruction is given to the AI ​​to process and display the content of the aforementioned past cases. The support system according to claim 1.

5. The aforementioned consultation information is received through a dialogue between the aforementioned personnel officer and the aforementioned person seeking consultation. The support system according to claim 1.

6. The consultation information obtained from the dialogue between the HR officer and the person seeking advice includes information regarding the person seeking advice's emotions at the time of the dialogue. The support system according to claim 5.

7. When a consultation takes place through a dialogue between the aforementioned personnel officer and the aforementioned consultant, information regarding the consultant's emotions during a previous consultation is output to the personnel officer. The support system according to claim 6.

8. When the consultation takes place through a dialogue between the HR representative and the person seeking advice, action information regarding the actions the HR representative should take is output to the HR representative based on the consultation information from previous dialogues. The support system according to claim 5.

9. The aforementioned behavioral information includes information that encourages referring the person seeking advice to a specialist related to the content of the consultation information. The support system according to claim 8.

10. When the person seeking advice is referred to the aforementioned expert, the expert's opinion is associated with the consultation information. The support system according to claim 9.

11. A device that supports HR personnel in an organization who receive consultations from clients, Having one or more processors, The aforementioned processor, The aforementioned HR officer received information regarding the consultations he / she had received. The aforementioned consultation information is input into the AI, multiple past cases which are examples of past consultations are referenced, and the AI ​​is made to output at least one of the aforementioned past cases which is related to the received consultation information. Depending on the duties and / or position of the personnel officer viewing the aforementioned past cases, the manner in which the contents of the aforementioned past case are disclosed will be displayed differently. Identify the number of times the aforementioned consultation information has been received and the personnel rules of the said organization related to the aforementioned consultation information, We propose revisions to the aforementioned rules based on the number of submissions for each rule identified. Support equipment.

12. This program is designed to support HR personnel in organizations who receive consultations from clients. On the computer, A function to receive consultation information regarding consultations received by the aforementioned HR personnel, The AI ​​has a function to input the aforementioned consultation information, refer to multiple past consultation cases, and output at least one of the past cases related to the received consultation information. A function to display the content of one past case in a different manner depending on the duties and / or position of the HR officer viewing the past case, A function to identify the number of times the aforementioned consultation information has been received and the personnel rules of the said organization related to the aforementioned consultation information, A function to propose revisions to the aforementioned rules in accordance with the number of submissions for each of the specified rules, A program that executes the command.

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