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

Abstract

To provide an information processing device, an information processing method, and an information processing system that can improve the work efficiency of unskilled people.SOLUTION: In a business support system 100 in which a server 1, a user terminal 2, and a supporter terminal 3 are communicatively connected to each other via a network, the server, which is an information processing device, includes an acquisition unit, a determination unit, an inquiry processing unit, and a communication processing unit. The acquisition unit acquires a user's experience value. The determination unit determines the user's proficiency level on the basis of the experience value. If the user's proficiency level is low, the inquiry processing unit extracts support candidates on the basis of the experience values of other users. The communication processing unit outputs information about the support candidates.SELECTED DRAWING: Figure 1

Description

Technical Field

[0001] Embodiments of the present invention relate to an information processing apparatus, an information processing method, and an information processing system.

Background Art

[0002] In organizations such as companies, workflow systems are known that circulate document data such as various application forms for approval and settlement. In a workflow system, for example, when creating an application form, a drafter inputs necessary items and attaches evidence such as required certificates to the application. When the work by the drafter is completed, the document data is circulated to verifiers, approvers, and the like according to a circulation route.

[0003] Some conventional workflow systems have usage methods that are personalized to each organization, and inexperienced or less experienced unskilled users may not be able to understand the usage methods, leading to reduced work efficiency. Accordingly, there is a demand for a business support system that arranges experienced users to improve work efficiency when inexperienced or unskilled users use the workflow.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of Invention

Problem to be Solved by the Invention

[0005] The problem to be solved by embodiments of the present invention is to provide an information processing apparatus, an information processing method, and an information processing system that can improve the work efficiency of unskilled users.

Means for Solving the Problem

[0006] In one embodiment, the information processing device comprises an acquisition unit, a determination unit, an inquiry processing unit, and a communication processing unit. The acquisition unit acquires the user's experience points. The determination unit determines the user's proficiency level based on the experience points. If the user's proficiency level is low, the inquiry processing unit extracts support candidates based on the experience points of other users. The communication processing unit outputs information on the support candidates. [Brief explanation of the drawing]

[0007] [Figure 1] Figure 1 is a block diagram illustrating a business support system according to an embodiment. [Figure 2] Figure 2 is a sequence diagram showing an example of the information processing procedure by the business support system according to the embodiment. [Figure 3] Figure 3 is a flowchart showing an example of the procedure for information processing related to proficiency determination by the server according to this embodiment. [Figure 4] Figure 4 is a flowchart showing an example of the procedure for information processing related to query processing by the server according to this embodiment. [Modes for carrying out the invention]

[0008] (Embodiment) The embodiments will be described below with reference to the drawings. In each drawing, the same reference numerals are used for identical components whenever possible, and redundant explanations are omitted. (Example configuration) Figure 1 is a block diagram illustrating a business support system 100 according to an embodiment. The business support system 100 includes a server 1, a user terminal 2, and a supporter terminal 3. The server 1, user terminal 2, and supporter terminal 3 are connected to each other via a network so that they can communicate with one another. For example, the network consists of one or more networks from among various networks such as the Internet, a mobile communication network, and a LAN (Local Area Network). The one or more networks may include wireless networks or wired networks. Note that the business support system 100 may also refer to a system that includes at least two of the devices among the server 1, user terminal 2, and supporter terminal 3.

[0009] Server 1 is a device that collects and processes data. Server 1 is connected to user terminal 2 and support terminal 3 via a network. Server 1 receives various data from user terminal 2 and support terminal 3 and outputs various data to user terminal 2 and support terminal 3. Server 1 is an example of an information processing device. An example configuration of Server 1 will be described later. Server 1 may also be a server used in a cloud service.

[0010] Server 1 provides a workflow service for processing applications and other documents from creation to approval or settlement. The workflow service provides, for example, a workflow for creating and managing document data. The workflow includes a series of tasks in which a drafter creates document data and circulates the document data to the next worker according to a predetermined circulation route. Creating document data includes entering necessary information and attaching necessary documents. Circulation includes notifying the next worker. The next worker confirms the document data created by the drafter. The next worker may include a seal impressioner and an approver. The workflow service may include multiple workflows. A workflow is, for example, a workflow set up for each task that can be viewed or worked on by multiple workers within an organization. An organization may include workers who perform tasks from the start to the completion of a workflow. An organization is, for example, a company, corporation, or office. An organization is not limited to the above and may be a community including multiple workers. A workflow may include, for example, a series of tasks such as drafting, approval, and settlement. Workflows include, for example, the creation of various application forms such as travel expense claims and equipment usage requests, as well as the creation of reports and request forms. Workflows may also include information sharing within the organization. Workflows may be set up for each task, each operation, or each topic.

[0011] Server 1 provides a query service for querying supporters for a workflow. The query service may be a service included in the workflow service. The query service may be a service separate from the workflow service. The query service is, for example, a service that queries supporters for each workflow and provides workers with information about the supporters. Supporters are those who assist workers with their work. Support includes actions to make the worker's work more efficient. Support includes, for example, receiving and answering questions from workers. Support includes resolving workers' doubts. Support includes assisting workers with their work. Support may include support regarding the workflow, support regarding the use of the workflow service, etc. Supporters are also called consultants. Supporters may be selected from experts in the workflow. Experts are, for example, workers, inspectors, or approvers with extensive experience in the workflow. Experts may be workers, inspectors, or approvers with extensive knowledge of the workflow. Experts are workers, inspectors, or approvers whose experience level for each workflow is above a predetermined threshold. Experience level may be calculated based on work history. Work history includes, for example, the number of tasks performed and the duration of the tasks. Experience points can be calculated based on the support history. Support history includes, for example, the number of times support was provided, the duration of support, and the duration of the work performed by the person being supported.

[0012] Server 1 selects a support candidate from among the experts and provides the worker with information about the support candidate. The support candidate is a candidate for supporter. The support candidate may be the same person as the stamper or approver, or they may be a different person. The person being supported is the drafter, applicant, or worker. The person being supported is an example of a user on user terminal 2.

[0013] User Terminal 2 is a device capable of communicating with other electronic devices. User Terminal 2 is a device used by the workflow drafter. For example, User Terminal 2 may be a PC (Personal Computer), smartphone, or tablet device, but is not limited to these. Users of User Terminal 2 use the workflow service and inquiry service through User Terminal 2. Users of User Terminal 2 may be interpreted as drafters, applicants, workers, or people.

[0014] Supporter terminal 3 is a device capable of communicating with other electronic devices. Supporter terminal 3 is a device used by the supporter. Supporter terminal 3 is a PC, smartphone, or tablet device, etc. The user of supporter terminal 3 may be interpreted as a supporter, support candidate, expert, verifier, approver, or person.

[0015] This section describes an example configuration for Server 1. Server 1 is a device that includes a processing circuit 11, main memory 12, auxiliary storage device 13, and communication interface 14. Each component of Server 1 is connected to each other so that signals can be input and output. In Figure 1, the interface is labeled "I / F".

[0016] The processing circuit 11 corresponds to the central part of server 1. The processing circuit 11 is an element that constitutes the computer of server 1. For example, the processing circuit 11 is a CPU (Central Processing Unit), but is not limited to this. The processing circuit 11 may be composed of various circuits. The processing circuit 11 loads a program that is pre-stored in the main memory 12 or auxiliary storage device 13 into the main memory 12. The program is a program that causes the processing circuit 11 of server 1 to implement the various parts described later. The processing circuit 11 performs various operations by executing the program loaded into the main memory 12.

[0017] Main memory 12 corresponds to the main memory portion of server 1. Main memory 12 is an element that constitutes the computer of server 1. Main memory 12 includes a non-volatile memory area and a volatile memory area. In the non-volatile memory area of ​​main memory 12, the operating system or programs are stored. Main memory 12 uses the volatile memory area as a work area where data is rewritten as appropriate by the processing circuit 11. For example, main memory 12 includes ROM (Read Only Memory) as a non-volatile memory area. For example, main memory 12 includes RAM (Random Access Memory) as a volatile memory area. Main memory 12 stores programs.

[0018] The auxiliary storage device 13 corresponds to the auxiliary storage portion of server 1. The auxiliary storage device 13 is an element that constitutes the computer of server 1. The auxiliary storage device 13 is an EEPROM (registered trademark) (Electric Erasable Programmable Read-Only Memory), HDD (Hard Disk Drive), or SSD (Solid State Drive), etc. The auxiliary storage device 13 stores the above-mentioned program, data used by the processing circuit 11 in performing various processes, and data generated by the processing in the processing circuit 11. The auxiliary storage device 13 stores the above-mentioned program.

[0019] The auxiliary storage device 13 includes a user information storage area 130. The user information storage area 130 stores user information. The user information includes information such as user identification information, experience values, attribute information, position information, usage history information, and affinity. The user identification information is identification information that uniquely identifies a user. The user is a user who uses the workflow service. The user identification information is, for example, a user ID or the like. The experience value indicates an experience value for each workflow. The attribute information is information related to user attributes. The attribute information is information including, for example, the department to which the user belongs, the team to which the user belongs, the project to which the user belongs, and the like. The position information is information related to the position of the user. The position information is information including, for example, work location, business site name, branch office name, and the like. The position information is not limited to these, and may be any information that can specify the position of the user. The work history information includes information indicating a work history for each workflow. The work history includes information such as work date and time, work time, and the like. The work history information includes information indicating the last work date for each workflow.

[0020] Intimacy indicates the level of intimacy between users. Intimacy indicates the density of relationships between users. Intimacy is a value generated based, for example, on the quality or quantity of communication between multiple users. Communication between users may include one-way and two-way communication. Communication refers to the exchange of text or voice messages, etc., between user terminals via email, chat, or electronic conferencing applications such as web conferencing. For example, intimacy is a value set based on the cumulative number of communications between users. For example, the more communications between users, the higher the intimacy level between those users may be set. Intimacy may also be a value set based on the cumulative time spent communicating between users. For example, the more communications between users, the higher the intimacy level between those users may be set. For example, users who participated in the same electronic conference may have a higher intimacy level. Intimacy may also be generated based on the content, attitude, etc., of communications between users, such as email, chat, or electronic conferencing. User information can be updated as appropriate based on information obtained from user terminal 2. User information may be updated as needed based on information obtained from the supporter terminal 3.

[0021] The auxiliary storage device 13 includes a workflow storage area 131. The workflow storage area 131 stores information related to the workflow. The workflow information includes information such as circulators, circulation routes, and permissions. A circulator indicates a person who circulates document data etc. created for each workflow. The circulator information is information that can identify the circulator. The circulator includes those who stamp documents and those who approve them. The circulation route is information that indicates the order in which the circulators circulate document data etc. Permissions are information that indicates the permissions of the worker or circulator. Permissions indicate the operations that the worker or circulator can perform. Performable operations include, for example, creation, update, modification, approval, and return. The workflow information may also include other information related to the workflow. The workflow information can be set or updated by the workflow service administrator, etc.

[0022] The auxiliary storage device 13 may store the work status of a workflow. The work status indicates information showing a worker, input data, attached data, a status, and the like. The worker is information that can identify a user who performs work. The input data indicates data such as text of necessary items input by the worker, and data such as text edited by the worker. The attached data indicates data such as required documents. The attached data includes data uploaded to the workflow service. The status indicates the status of the work. The work status includes, for example, drafting, applied, pending for stamping, pending for approval, payment completed, and the like. The work status may be updated based on an operation by the worker.

[0023] The communication interface 14 includes various interfaces that communicatively connect the server 1 to other apparatuses via a network in accordance with a predetermined communication protocol.

[0024] Note that the hardware configuration of the server 1 is not limited to the above-described configuration. The server 1 allows omission and modification of the above-described components and addition of new components as appropriate.

[0025] Each unit implemented in the above-described processing circuit 11 will be described. The processing circuit 11 implements an acquisition unit 110, a determination unit 111, an inquiry processing unit 112, an update unit 113, and a communication processing unit 114. Each unit implemented in the processing circuit 11 can also be referred to as each function. Each unit implemented in the processing circuit 11 can also be said to be implemented in a control unit including the processing circuit 11 and the main memory 12. The processing circuit 11 is an example of a processing circuit.

[0026] The acquisition unit 110 acquires user information from the auxiliary storage device 13. The acquisition unit 110 may acquire user information from the user terminal 2 via the communication interface 14. In the following description, "acquisition" may be read as "reception".

[0027] The determination unit 111 performs a determination process regarding proficiency. The determination unit 111 determines the user's proficiency based on user information. The determination unit 111 determines the user's proficiency based on experience. Determining proficiency includes determining whether the user is an expert or an inexperienced user. An expert indicates a person who has sufficient experience, knowledge, or skills to perform the work related to the workflow. An inexperienced user indicates a person who does not have sufficient experience, knowledge, or skills to perform the work related to the workflow. An inexperienced user may also indicate a person who requires assistance from an expert. An inexperienced user indicates a worker who is the target of the inquiry service. If a user is an expert, it indicates that their proficiency level is "expert". If a user is an inexperienced user, it indicates that their proficiency level is "inexperienced". A proficiency level of "expert" means, for example, that their experience level is above a first threshold. A proficiency level of "inexperienced" means that their experience level is below the first threshold. The first threshold can be arbitrarily set by an administrator or the like.

[0028] The determination unit 111 may determine the user's proficiency level based on the work history information. The determination unit 111 may determine the proficiency level as "immature" if the elapsed time since the last work date is greater than or equal to a predetermined value. The predetermined value is, for example, 3 months or 6 months. The predetermined value can be arbitrarily set by an administrator or the like.

[0029] The inquiry processing unit 112 performs inquiry processing to inquire about supporters. The inquiry processing includes processing to extract support candidates. The inquiry processing unit 112 extracts support candidates based on user information of users other than the user of user terminal 2. Support candidates are, for example, experts whose experience level is above a second threshold. The second threshold can be arbitrarily set by an administrator or the like. The second threshold may be the same as the first threshold or may be a different value. The inquiry processing unit 112 determines the priority level of the support candidates. The priority level indicates priority or priority. The inquiry processing unit 112 determines the priority level of the support candidates based on the information regarding the priority level.

[0030] Information regarding priority levels is based on the user information of the support candidate. Information regarding priority levels may also be based on the user information of the worker and the user information of the support candidate. Information regarding priority levels includes information indicating the relationship between the worker and the support candidate. Information indicating the relationship between the worker and the support candidate may include at least one of the following: attribute information, location information, and closeness between the worker and the support candidate. Information indicating the relationship between the worker and the support candidate may also be a priority score that quantifies information such as attribute information, location information, and closeness between the worker and the support candidate. The priority score may be set higher, for example, the closer the attributes are. Specifically, if the worker and the support candidate belong to the same department, the priority score may be set higher. If the worker and the support candidate belong to different departments, the priority score may be set lower. The priority score may be set higher, for example, the closer the location indicated in the location information is. Specifically, if the worker and the support candidate belong to the same business establishment, the priority score may be set higher. If the worker and the support candidate belong to different business establishments, the priority score may be set lower. The priority score may be set based, for example, on the level of familiarity between the worker and the support candidate. Specifically, if the level of familiarity between the worker and the support candidate is high, the priority score may be set high. If the level of familiarity between the worker and the support candidate is low, the priority score may be set low. The method for calculating the priority score may be determined by the manager or other relevant authority.

[0031] Information regarding priority levels may include work history information. For example, the shorter the time elapsed since the last work date, the higher the priority score may be set. Information regarding priority levels is not limited to the above, but may include any information that can be quantified as a priority score indicating the relationship between the worker and the support candidate.

[0032] The update unit 113 updates the user's experience points. Experience points may be updated based on the work history. Experience points may be updated based on the support history. For example, the update unit 113 may add a predetermined value to the experience points based on the completion of work by the user. The update unit 113 may add different values ​​to the experience points depending on the work time. For example, the update unit 113 may add bonus points to the experience points if the worker's work time is shorter than the average work time. The update unit 113 may add a predetermined value to the experience points based on the completion of support by the supporter. The update unit 113 may add different values ​​to the experience points depending on the support time. For example, the update unit 113 may add bonus points to the experience points if the supporter's support time is longer than the average work time. The update unit 113 may add different values ​​to the experience points depending on the supporter's work time. For example, the update unit 113 may add bonus points to the experience points if the supporter's work time is shorter than the average work time.

[0033] The communication processing unit 114 processes communication between the server 1 and other devices via the network. The communication processing unit 114 outputs various requests or instructions to the user terminal 2 and the support terminal 3 via the communication interface 14. The communication processing unit 114 receives various requests or instructions from the user terminal 2 and the support terminal 3 via the communication interface 14.

[0034] (Example of operation) This section explains the processing procedure using the business support system 100. In the following explanation focusing on Server 1, you may substitute Server 1 with Processing Circuit 11. Similarly, in the explanation focusing on User Terminal 2, you may substitute User Terminal 2 with the Processing Circuit of User Terminal 2. In the explanation focusing on Supporter Terminal 3, you may substitute Supporter Terminal 3 with the Processing Circuit of Supporter Terminal 3. The processing procedure described below is merely an example, and each process may be modified as much as possible. Furthermore, depending on the embodiment, steps in the processing procedure described below may be omitted, replaced, or added as appropriate. The following process assumes that the user (drafter) on user terminal 2 uses the workflow service provided by server 1. The user on user terminal 2 selects the workflow to be worked on and performs the drafting work. The workflow to be worked on is also called the target workflow.

[0035] The following process is explained using the example of a user on user terminal 2 submitting an expense claim. The expense claim workflow includes drafting by the drafter, stamping by the verifier, and approval by the approver. The document data created by the drafter is circulated to the verifier. The document data confirmed by the verifier is then confirmed by the approver. In this example, the next person in line after the drafter is the verifier. The next person in line after the verifier is the approver.

[0036] Figure 2 is a sequence diagram showing an example of the information processing procedure by the business support system 100 according to the embodiment.

[0037] The processing circuit 11 of server 1 receives a workflow selection instruction from user terminal 2. The workflow selection instruction is an instruction to select a target workflow from multiple workflows. In this example, the target workflow is "Expense Application". For example, the user of user terminal 2 performs an operation to select the target workflow from a menu image displayed on a display device, etc. The menu image may include, for example, selection buttons that allow the user to select a target workflow from multiple workflows. The menu image may include, for example, multiple workflows such as "Transportation Expense Application, Expense Application, Equipment Usage Application, Report Creation". The selection button is an operator that can input an instruction to select a target workflow. The selection instruction is also called a workflow start instruction. The user of user terminal 2 may select the selection button by touch input, etc., according to the menu image. The selection instruction may include identification information that can identify the user of user terminal 2.

[0038] The processing circuit 11 determines the user's proficiency level (ACT1). ACT1 may also be processed by the determination unit 111. In ACT1, for example, the processing circuit 11 determines the user's proficiency level based on user information obtained from the user information storage area 130. In this example, the processing circuit 11 determines that the user's proficiency level is "immature".

[0039] The processing circuit 11 outputs a request to start inquiry processing to the user terminal 2. The request to start inquiry processing may also be output by the communication processing unit 114. The request to start inquiry processing is, for example, a message requesting whether or not to start inquiry processing. The request to start inquiry processing includes, for example, a message such as "Do you want to use the inquiry service?". The request to start inquiry processing may be at least one of text data, image data, audio data, or video data. The user terminal 2 may display an inquiry processing selection image, which includes a selection button on the display device of the user terminal 2, allowing the user to select whether or not to start inquiry processing. The selection button is, for example, an operator on which an instruction to start inquiry processing can be input. In this case, the user may select the selection button by touch input or the like to indicate whether or not to start inquiry processing. In this example, it is assumed that the user has selected "Yes" to start inquiry processing. Based on the user's operation of the selection button, etc., the user terminal 2 outputs a request to start inquiry processing to the server 1.

[0040] The processing circuit 11 performs query processing (ACT2) based on the query processing start instruction. ACT2 may also be processed by the query processing unit 112. In ACT2, for example, the processing circuit 11 extracts support candidates based on the user information of other users. Other users refer to users who have access rights to the target workflow. The processing circuit 11 determines the priority level of the support candidates. The processing circuit 11 outputs the extracted support candidate information to the user terminal 2. The support candidate information may also be output by the communication processing unit 114. The support candidate information may include information indicating the support candidate's priority level.

[0041] The user of user terminal 2 selects a supporter from among the support candidates. The user of user terminal 2 may also select a supporter according to a supporter selection request message. The supporter selection request message is, for example, a message requesting instructions to select a supporter from among the support candidates. The supporter selection request message may include, for example, a message such as "Please select a supporter (consultant)." The supporter selection request message may be at least one of text data, image data, audio data, or video data. User terminal 2 may display a supporter selection image on a display device, which includes selection buttons on which a supporter can be selected. The selection buttons are, for example, operators on which instructions for selecting a supporter can be entered. In this case, the user may select a selection button by touch input or the like to give instructions for selecting a supporter. User terminal 2 outputs supporter selection instructions to server 1 based on the user's operation of the selection buttons, etc.

[0042] The processing circuit 11 outputs a communication start command to the selected supporter's supporter terminal 3 based on the supporter selection instruction. The processing circuit 11 may output a communication start command to the supporter terminal 3 based on, for example, a communication means provided by the workflow service. The processing circuit 11 may output a communication start command to the supporter terminal 3 via an application different from the workflow service. For example, the processing circuit 11 may activate the email function or chat function provided by the workflow service and output a notification to the supporter terminal 3. The processing circuit 11 may generate an email containing a text message, activate an email client, etc., and send the email to the supporter terminal 3's email address. The processing circuit 11 may activate a chat application and send a chat message containing a text message to the supporter terminal 3's account.

[0043] The user of user terminal 2 receives support from supporter terminal 3 through communication with supporter terminal 3. For example, the user of user terminal 2 may ask supporter questions regarding expense claims. The user of user terminal 2 may also ask supporter how to upload the necessary documents for expense claims. The user of user terminal 2 completes the work with the support of supporter. User terminal 2 outputs a completion instruction to server 1. The user of user terminal 2 outputs a completion instruction to server 1, for example, by selecting a completion button or similar operation included in the input image displayed on the display device of user terminal 2. The input image is an image for the drafter to work on. The completion button is an operator that can input a completion instruction for the work. The completion instruction may include identification information that can identify the user of user terminal 2.

[0044] The processing circuit 11 circulates the document data to the next worker based on the completion instruction. The processing circuit 11 identifies the next worker, for example, according to the circulation route of the target workflow. The processing circuit 11 may also notify the next worker. Based on the notification, the next worker may access the workflow service and begin work.

[0045] The processing circuit 11 updates the experience points (ACT3). ACT3 may also be processed by the update unit 113. In ACT3, for example, the processing circuit 11 updates the user's experience points based on the user's work completion. The processing circuit 11 adds a predetermined value to the experience points associated with the completed workflow. The processing circuit 11 may add bonus points to the experience points if the user's work time is shorter than the average work time of the target workflow.

[0046] The processing circuit 11 may update the supporter's experience points. For example, the processing circuit 11 may add a predetermined value to the experience points associated with the workflow that the supporter assisted with. The processing circuit 11 may add bonus points to the experience points if the supporter's assistance time is longer than the average work time. The processing circuit 11 may add bonus points to the experience points if the assisted person's work time is shorter than the average work time.

[0047] The processing circuit 11 may update the user information stored in the user information storage area 130 based on the update of the experience value.

[0048] In ACT1, if the user's proficiency level is determined to be "proficient," the processing circuit 11 may omit the inquiry process. In this case, the processing circuit 11 circulates the document data to the next-in-line worker based on the user's work completion instruction. The processing circuit 11 updates the user's experience level.

[0049] This section explains the proficiency assessment process. Figure 3 is a flowchart showing an example of the procedure for information processing related to proficiency determination by Server 1 according to this embodiment.

[0050] The processing circuit 11 retrieves user information of the user of the user terminal 2 stored in the user information storage area 130 (ACT11). ACT11 may also be processed by the acquisition unit 110. In ACT11, for example, the processing circuit 11 retrieves user information from the user information storage area 130 based on the user identification information of the user of the user terminal 2.

[0051] The processing circuit 11 determines the user's proficiency level based on user information (ACT12). ACT12 may also be processed by the determination unit 111. In ACT12, for example, the processing circuit 11 obtains the user's experience points associated with the target workflow. The processing circuit 11 determines the user's proficiency level based on the user's experience points. Specifically, the processing circuit 11 compares the user's experience points with a first threshold. The first threshold may be, for example, the average value of the experience points of multiple users regarding the target workflow. If the user's experience points are less than the first threshold, the processing circuit 11 determines that the user's proficiency level is "immature". An "immature" proficiency level corresponds to being an inexperienced person. If the user's experience points are equal to or greater than the first threshold, the processing circuit 11 determines that the user's proficiency level is "expert". An "expert" proficiency level corresponds to being an expert.

[0052] The processing circuit 11 may determine the user's proficiency level based on the user's work history information. For example, the processing circuit 11 obtains the user's work history information associated with the target workflow. If the elapsed time since the last work date is greater than or equal to a predetermined value, the processing circuit 11 determines the user's proficiency level to be "immature".

[0053] The processing circuit 11 may determine the user's proficiency level based on the user's experience and the user's work history information. For example, even if a user is judged to be "proficient" based on the user's experience, the processing circuit 11 may determine the user's proficiency level as "inexperienced" if the elapsed time since the last work date is greater than or equal to a predetermined value. The processing circuit 11 may determine the user's proficiency level as "proficient" even if a user is judged to be "inexperienced" based on the user's experience, if the elapsed time since the last work date is less than a predetermined value. The processing circuit 11 may determine the user's proficiency level as "proficient" if a user is judged to be "proficient" based on the user's experience, and the elapsed time since the last work date is less than a predetermined value. The processing circuit 11 may determine the user's proficiency level as "inexperienced" if a user is judged to be "inexperienced" based on the user's experience, and the elapsed time since the last work date is greater than or equal to a predetermined value.

[0054] Furthermore, the processing circuit 11 may further determine the proficiency level based on work history information only for users whose proficiency level is judged to be "proficient" based on the user's experience. The processing circuit 11 may change the user's proficiency level from "proficient" to "inexperienced" if the elapsed time since the last work date is greater than or equal to a predetermined value. The processing circuit 11 may determine the user's proficiency level to be "proficient" if the elapsed time since the last work date is less than a predetermined value.

[0055] In this example, Server 1 can acquire user experience points and determine the user's proficiency level based on those points. Therefore, Server 1 can appropriately identify users who need assistance for each workflow. Furthermore, Server 1 can acquire user work history information and determine proficiency based on that information. For example, if a long time has passed since the last work date, the current workflow usage methods and rules may differ from those on the last work date, or the user may have forgotten the usage methods and rules. Even if a user has high experience points, Server 1 can determine that a long time has passed since the last work date that user is inexperienced. Therefore, Server 1 can more appropriately identify users who need assistance.

[0056] This section explains the query process. Figure 4 is a flowchart showing an example of the procedure for information processing related to the query processing by Server 1 according to this embodiment.

[0057] The processing circuit 11 extracts support candidates based on user information (ACT21). ACT21 may also be processed by the inquiry processing unit 112. In ACT21, for example, the processing circuit 11 retrieves user information stored in the user information storage area 130. The processing circuit 11 retrieves user information for all users who have access rights to the target workflow. The processing circuit 11 retrieves experience points related to the target workflow. The processing circuit 11 extracts users whose experience points are above a second threshold as support candidates. Support candidates may be the same as experts. Support candidates may be experts whose experience points are above the second threshold. The second threshold may be, for example, a higher value than the first threshold. The second threshold may be the same as the first threshold. The processing circuit 11 may also extract support candidates based on work history information. For example, the processing circuit 11 may extract support candidates users whose experience points are above the second threshold and whose elapsed time since the last work date is less than a predetermined value.

[0058] The processing circuit 11 determines the priority level of the support candidate (ACT22). ACT22 may also be processed by the inquiry processing unit 112. In ACT22, for example, the processing circuit 11 determines the priority level of the support candidate based on the support candidate's user information. The processing circuit 11 determines the priority level of the support candidate based on information regarding the priority level. The processing circuit 11 may also determine the priority level of the support candidate based on the priority score.

[0059] The processing circuit 11 may determine the priority level of a support candidate based on information regarding multiple priority levels. The processing circuit 11 may also determine the priority level of a support candidate based on weights set for the information regarding priority levels. The weights for the information regarding priority levels can be set by an administrator or the like. For example, the processing circuit 11 may weight the priority score related to intimacy, calculate the priority score for the information regarding multiple priority levels, and then determine the priority level of the support candidate.

[0060] Priority level information may be set by administrators or other relevant parties. Priority level information may differ for each workflow. The method for calculating priority scores may differ for each workflow. Weighting settings may also differ for each workflow.

[0061] The processing circuit 11 may determine the priority level of support candidates based on information within the organization. This information may include, for example, user absence information. Absence information may include information on taking leave, going out, working from home, etc. Absence information may also include information on substitutes when the user is absent. The processing circuit 11 may set a lower priority level if a support candidate is absent. Information within the organization is not limited to absence information. It may also include information obtained through communication tools such as the organization's SNS (Social Networking Service). This information may also include, for example, information that can be updated at any time by members of the organization. According to this example, the processing circuit 11 can utilize constantly updated support candidate information, thus enabling it to determine a more appropriate priority level for support candidates.

[0062] The processing circuit 11 outputs information about the support candidates to the user terminal 2 (ACT23). ACT23 may also be processed by the communication processing unit 114. In ACT23, for example, the processing circuit 11 outputs information that can identify the support candidates to the user terminal 2. The processing circuit 11 may output information about multiple support candidates to the user terminal 2. The processing circuit 11 may output information indicating the priority level of the support candidates to the user terminal 2. The processing circuit 11 may output information only about the support candidate with the highest priority level among the multiple support candidates to the user terminal 2. The processing circuit 11 may output information about a predetermined number of support candidates to the user terminal 2 in order of highest priority level among the multiple support candidates.

[0063] In this example, if a user's proficiency is low, Server 1 can extract support candidates based on the experience levels of other users and output information about the support candidates to User Terminal 2. Therefore, by extracting users with high experience in the target workflow as support candidates, Server 1 can provide appropriate users as support candidates and appropriately support inexperienced users. Furthermore, Server 1 can determine the priority level of support candidates based on their user information. For example, Server 1 can determine the priority level of support candidates based on information indicating the relationship between the worker and the support candidate. If the attributes of the worker and the support candidate are the same, it is highly likely that the work content of the worker and the support candidate is similar. Also, if the level of familiarity between the worker and the support candidate is high, it is highly likely that the worker will be able to communicate easily with the support candidate. Therefore, Server 1 can set a higher priority level for appropriate support candidates for each worker. By providing users on User Terminal 2 with support candidates with whom communication is easy, Server 1 can create an environment where inexperienced users can easily receive support. Users on User Terminal 2 can select a supporter based on the priority level. This allows Server 1 to refer inexperienced users to appropriate support personnel. In this way, Server 1 can improve the work efficiency of inexperienced users.

[0064] (Other embodiments) The embodiments described above were explained using a workflow service as an example, but are not limited to this. The embodiments described above can also be applied to services where multiple users communicate or share information, such as social networking services (SNS). In this case, "workflow" can be read as "topic." Server 1 provides a query service that queries for supporters for each topic. An expert refers to someone who has sufficient experience, knowledge, or skills regarding the topic.

[0065] An information processing device may be implemented as a single device, such as Server 1, or as multiple devices with distributed functions. In the latter case, the term "information processing device" includes the meaning of an information processing system composed of multiple devices.

[0066] The embodiments described above may apply not only to the apparatus but also to the methods performed by the apparatus. The embodiments described above may apply to a program that can cause the computer of the apparatus to perform each function. The embodiments described above may apply to a recording medium that stores the program. The embodiments described above may apply not only to the system but also to the methods performed by multiple elements included in the system.

[0067] A processing circuit includes one or more circuits that perform multiple processes through multiple functions. For example, the circuit may be, but is not limited to, a processor, an ASIC (Application Specific Integrated Circuit), or an FPGA (Field-Programmable Gate Array).

[0068] Each of the one or more circuits that make up a processing circuit performs one or more of the multiple processes. If the processing circuit consists of a single circuit, the single circuit performs all of the multiple processes. If the processing circuit consists of multiple circuits, each of the multiple circuits performs some of the multiple processes. Some of the multiple processes may be one of the multiple processes, or two or more of the multiple processes. If the processing circuit consists of multiple circuits, the multiple circuits may be contained in a single device, or they may be distributed across multiple devices.

[0069] The program may be transferred while stored in the device, or it may be transferred without being stored in the device. In the latter case, the program may be transferred via a network, or it may be transferred while recorded on a recording medium. The recording medium is a non-temporary tangible medium. The recording medium is a computer-readable medium. The recording medium can be any medium that is capable of storing a program and is readable by a computer, such as a CD-ROM or memory card, and its form is not limited.

[0070] Although embodiments of the present invention have been described in detail above, the above description is merely illustrative in all respects of the present invention. Needless to say, various improvements and modifications can be made without departing from the scope of the present invention. In other words, when implementing the present invention, specific configurations may be adopted as appropriate depending on the embodiment.

[0071] In short, this invention is not limited to the embodiments described above, and in the implementation stage, the components can be modified and materialized without departing from the gist of the invention. Furthermore, various inventions can be formed by appropriately combining the multiple components disclosed in the embodiments. For example, some components may be deleted from all the components shown in the embodiments. Moreover, components from different embodiments may be appropriately combined.

[0072] (Note) The above-described embodiments may be represented as follows: (1) An acquisition unit that acquires the user's experience points, A determination unit that determines the user's level of proficiency based on the aforementioned experience, If the user's skill level is low, the inquiry processing unit extracts support candidates based on the experience level of other users, A communication processing unit that outputs information on the aforementioned support candidate, An information processing device equipped with the following features. (2) The aforementioned experience value is the experience value for each workflow. (1) The information processing device described above. (3) The acquisition unit acquires the user's work history information, The determination unit determines the level of proficiency based on the work history information. (1) The information processing device described above. (4) The inquiry processing unit determines the priority level of the support candidate based on the user information of the support candidate, The communication processing unit outputs information indicating the priority level of the support candidate. (1) The information processing device described above. (5) Obtaining the user's experience points, The user's level of proficiency is determined based on the aforementioned experience, If the user's skill level is low, the system will select support candidates based on the experience level of other users. Outputting information on the aforementioned support candidates, An information processing method comprising the following: (6) In an information processing system equipped with an information processing terminal and an information processing device, The aforementioned information processing device is An acquisition unit for acquiring the user experience points of the information processing terminal, A determination unit that determines the user's level of proficiency based on the aforementioned experience, If the user's skill level is low, the inquiry processing unit extracts support candidates based on the experience level of other users, A communication processing unit that outputs information on the aforementioned support candidate to the information processing terminal, Equipped with, Information processing system. [Explanation of symbols]

[0073] 1...Server, 2...User terminal, 3...Supporter terminal, 11...Processing circuit, 12...Main memory, 13...Auxiliary storage device, 14...Communication interface, 100...Business support system, 110...Acquisition unit, 111...Determination unit, 112...Inquiry processing unit, 113...Update unit, 114...Communication processing unit, 130...User information storage area, 131...Workflow storage area.

Claims

1. An acquisition unit that acquires the user's experience points and work history information, A determination unit that determines the user's level of proficiency based on the aforementioned experience, If the user's skill level is low, the inquiry processing unit extracts support candidates based on the experience level of other users, A communication processing unit that outputs information on the aforementioned support candidate, Equipped with, If the determination unit determines that the user's proficiency is high based on the experience value, it determines whether the elapsed time from the last work date included in the work history information is greater than or equal to a predetermined value, and if the elapsed time is greater than or equal to the predetermined value, it determines that the user's proficiency is low. Information processing device.

2. The aforementioned experience points are experience points for each workflow. The information processing apparatus according to claim 1.

3. The inquiry processing unit determines the priority level of the support candidate based on the user information of the support candidate. The communication processing unit outputs information indicating the priority level of the support candidate. The information processing apparatus according to claim 1.

4. To obtain the user's experience level and work history information, The user's level of proficiency is determined based on the aforementioned experience, If the user's skill level is low, the system will select support candidates based on the experience level of other users. Outputting information on the aforementioned support candidates, Equipped with, The above determination is made by, if the user's proficiency is determined to be high based on the experience, determining whether the elapsed time since the last work date included in the work history information is greater than or equal to a predetermined value, and if the elapsed time is greater than or equal to the predetermined value, determining that the user's proficiency is low. Information processing methods.

5. In an information processing system equipped with an information processing terminal and an information processing device, The aforementioned information processing device is An acquisition unit that acquires the user's experience level and work history information of the aforementioned information processing terminal, A determination unit that determines the user's level of proficiency based on the aforementioned experience, If the user's skill level is low, the inquiry processing unit extracts support candidates based on the experience level of other users, A communication processing unit that outputs information on the aforementioned support candidate to the information processing terminal, Equipped with, If the determination unit determines that the user's proficiency is high based on the experience value, it determines whether the elapsed time from the last work date included in the work history information is greater than or equal to a predetermined value, and if the elapsed time is greater than or equal to the predetermined value, it determines that the user's proficiency is low. Information processing system.

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