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

Abstract

Provided is a program that is executed by a computer which has a control unit, said program comprising: a step in which the control unit displays a first image that includes an inquiry input box for receiving an input of an inquiry sentence with respect to a machine learning model; a step in which the control unit inputs, into the machine learning model, the inquiry sentence that has been input into the inquiry input box; and a step in which the control unit displays a second image that includes a query group generated on the basis of an output from the machine learning model and an answer input box for receiving an input of an answer to the query group.

Description

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

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

[0002] Businesses that provide products and services have established contact points such as help desks and call centers to respond to inquiries from customers. At these contact points, for example, an operator (a person in charge of responding) responds to inquiries received via email or a form on a website later, or an operator receives inquiries by phone and responds immediately. Patent Literature 1 discloses a technology that uses a chatbot to improve the efficiency of call center operations in response to inquiries from customers.

[0003] JP 2019-28783 A

[0004] Inquiries from users via email, forms, or telephone often lack sufficient information to provide an appropriate response. This requires operators to ask additional questions to obtain information that complements the inquiry, and to re-ask for details and the intent of the inquiry. Chat services also interactively complement the content using a rule-based (scenario-based) mechanism that predefines patterns of replies based on the content. However, chat services have a uniform pattern of replies, which can lead to unnatural dialogue and require a lot of effort to create rules. Furthermore, it can be difficult to respond to inquiries that deviate from the pattern.

[0005] Therefore, the present disclosure has been made to solve the above problem, and its purpose is to provide an information processing program that can efficiently respond to inquiries.

[0006] In order to achieve the above-mentioned object, the information processing program of the present disclosure is a program executed by a computer having a control unit, and includes the steps of: the control unit displaying a first image including a query input field for inputting a query statement for a machine learning model; the control unit inputting the query statement inputted in the query input field into the machine learning model; and the control unit displaying a second image generated based on the output of the machine learning model, including a group of questions and an answer input field for inputting answers to the group of questions.

[0007] In addition, in order to achieve the above-mentioned object, the information processing method according to the present disclosure is a method executed in an information processing system, and includes the steps of: displaying a first image including a query input field for inputting a query statement for a machine learning model; inputting the query statement input in the query input field into the machine learning model; and displaying a second image generated based on the output of the machine learning model, including a group of questions and an answer input field for inputting answers to the group of questions.

[0008] In addition, in order to achieve the above-mentioned object, the information processing system of the present disclosure is a system including a computer having a control unit, wherein the control unit displays a first image including a query input field for inputting a query statement for a machine learning model, the control unit inputs the query statement inputted in the query input field to the machine learning model, and the control unit displays a second image generated based on the output of the machine learning model and including a group of questions and an answer input field for inputting answers to the group of questions.

[0009] In addition, in order to achieve the above-mentioned object, the information processing terminal of the present disclosure is a terminal having a control unit, which displays a first image including a query input field for inputting a query statement for a machine learning model, the control unit acquires the query statement to be input to the machine learning model, and the control unit displays a second image including a group of questions generated based on the output of the machine learning model into which the query statement has been input and an answer input field for inputting answers to the group of questions.

[0010] According to the present disclosure, it is possible to provide an information processing program that can efficiently respond to inquiries.

[0011] 1 is an overall diagram of an information processing system 1. FIG. 1 is a diagram illustrating a hardware configuration of a server device 100. FIG. 2 is a block diagram illustrating a functional configuration of the server device 100. FIG. 3 is a block diagram illustrating a functional configuration of a terminal device 200. FIG. 4 is a diagram illustrating an example of a display on the terminal device 200. FIG. 5 is a diagram illustrating an example of a display on the terminal device 200. FIG. 6 is a flow diagram illustrating an example of information processing in the information processing system 1. FIG. 7 is a diagram illustrating an example of a display on the terminal device 200. FIG. 8 is a diagram illustrating an example of a display on the terminal device 200. FIG. 9 is an overall diagram of an information processing system 2. FIG. 10 is an overall diagram of an information processing system 3. FIG. 11 is a diagram illustrating an example of a display on an operator terminal device 1400. FIG. 12 is a diagram illustrating an example of a display on the operator terminal device 1400. FIG. 13 is a diagram illustrating an example of a display on the operator terminal device 1400.

[0012] Hereinafter, embodiments of the present disclosure will be described with reference to the drawings. In all drawings describing the embodiments, common components are designated by the same reference numerals, and repeated explanations will be omitted. Note that the following embodiments do not unduly limit the content of the present disclosure described in the claims. Furthermore, not all of the components shown in the embodiments are necessarily essential components of the present disclosure.

[0013] <Overview of the Present Invention> An information processing system according to the present invention is a system that enables efficient response to inquiries in call center operations and the like that respond to inquiries from users such as customers. In the present invention, an inquiry received from a user via an inquiry form or the like is input into a machine learning model, a set of questions for obtaining information necessary to appropriately respond to the inquiry is output, and the set of questions and an answer input field for inputting answers to the set of questions are generated and presented to the user. By asking additional questions for information that is missing to respond to a user inquiry before responding to the inquiry, the burden on an operator or the like who responds to the inquiry until the final response is provided can be reduced.

[0014] (Configuration of Information Processing System 1) Fig. 1 is an overall view of an information processing system 1. The overall view of the information processing system according to this embodiment will be described with reference to Fig. 1 .

[0015] The information processing system 1 according to this embodiment includes a server device 100 and a terminal device 200. The server device 100 and the terminal device 200 are communicatively connected via a network NW. The network NW is configured from a wide area network (WAN), a local area network (LAN), etc. Note that, for the sake of simplicity, only one terminal device 200 is shown in FIG. 1 , but the information processing system 1 may include multiple terminal devices 200.

[0016] The server device 100 is a device used by a business that handles inquiries such as call center operations, or a platform provider that provides such business with a system related to the call center operations. The server device 100 is realized by, for example, a general-purpose computer such as a workstation, a server computer, a desktop personal computer (PC), or a laptop PC. The server device 100 may also be logically realized by cloud computing.

[0017] In response to a request from the terminal device 200, the server device 100 controls the terminal device 200 to display an image for making an inquiry. For example, in response to an access request from the terminal device 200, the server device 100 may control the terminal device 200 to display an image such as an inquiry form by providing a web page.

[0018] The server device 100 also has a machine learning model. The machine learning model may include a system capable of learning a large amount of data and generating new sentences or content, and may be, for example, a large language model (LLM). Note that the machine learning model may be provided by a device or system other than the server device 100.

[0019] The terminal device 200 is an information processing terminal used by a user, such as a PC (Personal Computer). However, the terminal device 200 is not limited to a PC and may be any device, such as a smartphone, tablet, or XR (Cross Reality) (AR: Augmented Reality, MR: Mixed Reality, VR: Virtual Reality), as long as it can display information from the server device 100 and input a query or the like.

[0020] The terminal device 200 displays an image of an inquiry form or the like received from the server device 100. The terminal device 200 also transmits an inquiry or the like input by a user to the server device 100. For example, the terminal device 200 may access the server device 100 using a web browser for viewing web pages, an API (Application Programming Interface), an application, or the like, to receive data such as elements and specifications that make up the web page, and display the web page. The user of the terminal device 200 is presented with an image of the inquiry form drawn on the web page and an image for confirming the input content.

[0021] Note that an "image" such as an inquiry form displayed on the terminal device 200 is a user interface (UI) for a user to interact with a system, an application, or the like. The UI may include, for example, visual elements that a user can directly operate, such as text boxes and buttons, a layout that is information on how these visual elements are arranged, text for providing information to the user, and graphics that display the visual elements. The UI may also include feedback information that indicates how the system will react when the user takes an action, and interaction information that indicates actions and methods for the user to interact with the interface. In this specification, an "image" displayed on the terminal device 200 includes at least graphics that are part of the UI.

[0022] (Hardware Configuration of Server Device 100 and Terminal Device 200) Fig. 2 is a diagram showing the hardware configuration of the server device 100. The hardware configuration of the server device 100 according to this embodiment will be described with reference to Fig. 2 .

[0023] The server device 100 includes a processor 11 , a memory 12 , a storage 13 , a communication IF 14 , and an input / output IF 15 .

[0024] The processor 11 is hardware for executing an instruction set written in a program, and is composed of an arithmetic unit, a register, peripheral circuits, etc. The processor 11 functions as a "control unit" and controls the functions of the server device 100 by executing processes based on programs stored in the memory 12, which will be described later.

[0025] The memory 12 is for temporarily storing programs and data to be processed by the programs, etc. The memory 12 is realized by a volatile memory such as a DRAM (Dynamic Random Access Memory). The programs stored in the memory 12 are programs that execute the information processing method according to the present invention, etc.

[0026] The storage 13 is a storage device for saving data, and is realized by, for example, a hard disk drive (HDD), a flash storage (a solid state drive (SSD), a universal serial bus (USB) flash drive, etc.), etc.

[0027] The communication IF 14 is an interface for transmitting and receiving signals so that the server device 100 can communicate with external devices, such as a wireless communication device for wireless communication or a USB connector for serial communication.

[0028] The input / output IF 15 is an interface between an input device for receiving input from a user and an output device for presenting information to the user. The input device is realized by, for example, a keyboard, a mouse, a touch panel, buttons, a microphone, etc. The output device is realized by, for example, a display, a printer, a speaker, etc.

[0029] The hardware configuration of the server device 100 has been described above, but the hardware configuration of the terminal device 200 may be the same as the hardware configuration shown in Fig. 2. As with the server device 100 described above, the operation of each component of the terminal device 200 is realized by the processor 11 in accordance with the program stored in the memory 12.

[0030] (Functional Configuration of Server Device 100) Fig. 3 is a block diagram showing the functional configuration of the server device 100. The functional configuration of the server device 100 according to the first embodiment will be described with reference to Fig. 3 .

[0031] The server device 100 includes a communication unit 110 , a storage unit 120 , an input unit 130 , an output unit 140 , a control unit 150 , and a large-scale language model 160 .

[0032] The communication unit 110 performs processing for the server device 100 to communicate with other devices. The other devices may be PCs connected via the network NW, or terminals such as smartphones or tablets. The other devices may also be input / output devices, such as flash memory or HDDs, that input and output data.

[0033] The storage unit 120 is configured, for example, with volatile memory such as RAM, a HDD, flash storage, etc., and stores data used by the server device 100 and computer programs used for various processes. The computer programs may be installed from a predetermined server or may be installed from a computer-readable portable recording medium using a known setup program or the like. The predetermined server may also be constructed, for example, by an external computer that can be accessed remotely. The portable recording medium may be, for example, a CD-ROM (Compact Disc Read Only Memory), a DVD-ROM (Digital Versatile Disc Read Only Memory), a USB flash memory, etc.

[0034] The input unit 130 is an interface for inputting data and commands to the server device 100 .

[0035] The output unit 140 is an interface that outputs information.

[0036] The control unit 150 is a processor such as a CPU (Central Processing Unit) that controls each function of the server device 100 and operates based on a program previously stored in the storage unit 120. The control unit 150 receives sentences such as inquiries and answers input by the user from the terminal device 200 via the communication unit 110 and sends them to the large-scale language model 160. The control unit 150 also outputs information for generating an image to be displayed on the terminal device 200 based on the output from the large-scale language model 160, etc.

[0037] The control unit 150 transmits information for generating an image to the terminal device 200 via the communication unit 110 and controls the terminal device 200 to display the image. The image displayed by the terminal device 200 is, for example, a first image including a query input field for inputting a query for the machine learning model (large-scale language model 160), or a second image including a group of questions and answer input fields for inputting answers to the group of questions, which are generated based on the output of the machine learning model (large-scale language model 160). The images displayed by the terminal device 200 will be described later.

[0038] The large-scale language model 160 is a natural language processing model that has learned generic language patterns from a large amount of data through pre-training. The large-scale language model 160 may be in a zero-shot state (a state without additional training), or may be fine-tuned to a task corresponding to a problem that a user wants to solve. The problem that a user wants to solve may be, for example, dealing with product malfunctions, repairs, or lost personal belongings. It may also be dealing with procedures in an organization such as a company. However, the above-mentioned problem that a user wants to solve is merely an example and is not limited to these. By fine-tuning the large-scale language model to a task corresponding to a problem that a user wants to solve, it is possible to more easily interpret the user's intention, even in a query that the user freely writes.

[0039] The large-scale language model 160 receives input of sentences such as queries and answers entered by the user from the control unit 150. The large-scale language model 160 determines the problem the user wants to solve from the input sentence and checks whether the input sentence lacks information necessary to solve the problem. If the large-scale language model 160 determines that the necessary information is lacking, it outputs a set of questions. The set of questions is a question that prompts the user to enter information related to the query. The set of questions may consist of one or more. The large-scale language model 160 may not be provided within the server device 100, but may be provided in a device (not shown) that is connected to the server device 100 via a network or directly. The sentences input to the large-scale language model 160 may be answers to a set of questions that are further generated based on answers to the set of questions output as described above.

[0040] (Functional Configuration of Terminal Device 200) Fig. 4 is a block diagram showing the functional configuration of the terminal device 200. The functional configuration of the terminal device 200 according to the first embodiment will be described with reference to Fig. 4 .

[0041] The terminal device 200 includes a communication unit 210 , a storage unit 220 , an input unit 230 , an output unit 240 , and a control unit 250 .

[0042] The communication unit 210 performs processing for the terminal device 200 to communicate with other devices. The function of the communication unit 210 is similar to that of the communication unit 110 of the server device 100, and therefore a duplicated description will be omitted.

[0043] The storage unit 220 is configured, for example, by a volatile memory such as a RAM, a flash memory, an HDD, etc. The storage unit 220 stores data used by the terminal device 200 and computer programs used for various processes. The functions of the storage unit 220 are similar to those of the storage unit 120 of the server device 100, so a duplicated description will be omitted.

[0044] The input unit 230 is an interface that accepts user input to the terminal device 200. The input unit 230 is, for example, but is not limited to, a keyboard, a touch panel, or a microphone that detects voice input. The input unit 230 accepts inquiries and responses entered by the user.

[0045] The output unit 240 is an interface that outputs information to notify the user of the terminal device 200. The output unit 240 is, for example, but not limited to, a display or a speaker that outputs audio. The output unit 240 displays, on a display, for example, a web page (image) generated based on data received from the server device 100 or the like.

[0046] The control unit 250 is a processor such as a CPU (Central Processing Unit) that controls each function of the terminal device 200 and operates based on a program stored in advance in the storage unit 220. The control unit 250 receives data necessary for generating an image from the server device 100 via the communication unit 210. The control unit 250 then generates an image based on the received data and displays it on the output unit 240.

[0047] (Example of Display on Terminal Device 200) Fig. 5 is a diagram showing an example of display on terminal device 200. Referring to Fig. 5, an inquiry form will be described as an example of display on output unit 240 of terminal device 200.

[0048] Window 500 shows a web page displayed in a web browser launched on terminal device 200, and includes image 510. Image 510 is a form for inputting information necessary for responding to an inquiry, and is a first image including a query input field for inputting a query for a machine learning model. Image 510 includes query input fields 512, 514, and 516, and an icon 518. The content and number of input fields, required fields, optional fields, and layout can be freely determined by the business operator handling inquiries, such as a call center.

[0049] The inquiry input field 512 is an input field for inputting the name of the user making the inquiry. The inquiry input field 514 is an input field for inputting the email address of the user making the inquiry. For example, this is used when sending a response to a received inquiry by email. In the example of FIG. 5, "Tenkyo Taro" is input in the inquiry input field 512, and "example@xxxxx.com" is input in the inquiry input field 514.

[0050] The query input field 516 is an input field for inputting a query to the machine learning model. The user can freely write the content of the inquiry in the query input field 516. In the example of FIG. 5 , "The camera I bought at the store is not working properly, so please repair it or refund my money." is input in the query input field 516.

[0051] Icon 518 is a button for confirming whether the content entered in inquiry input fields 512, 514, and 516 has been accepted as content to be sent to an inquiry destination (e.g., a customer service desk such as a call center or help desk). When icon 518 is pressed by the user, an image confirming the entered content may be displayed on output unit 240. For example, the content of image 510 in window 500 may be rewritten to display a content confirmation image, or a web page may be switched and displayed. Alternatively, a new window may be generated and displayed.

[0052] In response to pressing of the icon 518, the query entered in the query input field 516 may be transmitted to the server device 100 and input into the large-scale language model 160 (see FIG. 3 ). Alternatively, the content of the query may be transmitted to the server device 100 in real time at the same time as the user enters the query in the query input field 516. The query transmitted in real time from the terminal device 200 to the server device 100 may be input into the large-scale language model 160, and based on the output, a set of questions and answer input fields may be automatically displayed on the output unit 240 of the terminal device 200.

[0053] Fig. 6 is a diagram showing an example of a display on terminal device 200. With reference to Fig. 6, an image for confirming the content entered into the inquiry form (see Fig. 5) will be described as an example of a display on output unit 240 of terminal device 200.

[0054] Window 600 shows a web page displayed in a web browser launched on terminal device 200, and includes image 610. Image 610 shows the content (name, email address, inquiry content) entered in the inquiry input field of the inquiry form (see FIG. 5 ), a set of questions for entering information related to the inquiry, and answer input fields for entering answers to the set of questions. In other words, image 610 is a second image that includes a set of questions generated based on the output of a machine learning model and answer input fields for entering answers to the set of questions. Image 610 includes a question field 612, an answer input field 614, and icons 616 and 618.

[0055] The question field 612 includes a set of questions output by the large-scale language model 160 (see FIG. 3 ) from the input inquiry content. In the example of FIG. 6 , the questions include "camera manufacturer and model number" and "store and date of purchase." The inquiry content is "The camera I bought at the store didn't work properly, so I'd like it repaired or refunded." The large-scale language model 160 determined that the information necessary to properly answer the inquiry was insufficient, and generated a question to prompt the user to enter information related to the "camera I bought at the store" included in the inquiry text. Although two questions are displayed in the question field 612, the number of questions generated by the large-scale language model 160 is not limited to two and may be one, three, or more. The number of questions to be generated may also be preset by the inquiry desk. However, if the large-scale language model 160 determines that the information necessary to properly answer the inquiry is sufficient, no question is generated.

[0056] The answer input field 614 is an input field for inputting answers to the questions listed in the question field 612. The user can freely enter answers to the questions in the answer input field 614. Note that, although the answers are "optional" in the example of FIG. 6, they may be "required" depending on the content of the output question so that the operator can provide an appropriate answer. The size of the answer input field 614 may also be changed depending on the number and content of questions included in the question field 612.

[0057] Furthermore, the position where the questions in the question field 612 are arranged is not limited to the position shown in Fig. 6. The questions only need to be presented in a manner that allows the user to recognize them, and may, for example, be written inside the answer input field 614. Furthermore, in the example of Fig. 6, the answer input field 614 is surrounded by a frame, but the answer input field 614 does not necessarily need to be surrounded by a frame. It only needs to be presented in a manner that allows the user to recognize the area where they input their answers.

[0058] Icon 616 is a button for returning to the image that was displayed before transitioning to image 610 currently displayed on terminal device 200. When the user presses icon 616, the image displayed on terminal device 200 returns to the image of the inquiry form (see FIG. 5 ).

[0059] Icon 618 is a button for sending to the inquiry destination the "Name," "Email Address," "Inquiry Content," and the content entered in the reply input field 614 that have been confirmed as the content entered by the user. When the user presses icon 618, the display transitions to an image (FIG. 7 described below) notifying completion of reception.

[0060] Fig. 7 is a diagram showing an example of a display on terminal device 200. An image notifying completion of receipt of an inquiry will be described as an example of a display on output unit 240 of terminal device 200 with reference to Fig. 7 .

[0061] Window 700 shows a web page displayed in a web browser launched on terminal device 200, and includes image 710. Image 710 is an image showing the content sent to the contact point (the content accepted by the contact point). More specifically, image 710 shows the inquiring user's name "Takken Taro," email address "example@xxxxx.com," and inquiry content entered in inquiry input fields 512, 514, and 516 (see FIG. 5), such as "The camera I bought at the store didn't work properly, so please repair it or refund me." It also shows the response entered in response input field 614 (see FIG. 6), such as "The camera is a C52X0 from Company X. I purchased it from Store X on Month X, 2023." The content accepted by the contact point is preferably displayed in an easily viewable format to facilitate comprehension.

[0062] 5 to 7 have been used to describe examples of display on the terminal device 200 and transitions of displayed images. In the example of FIG. 6, the answer input field 614 is generated as an input field separate from the query input fields 512, 514, and 516. However, the answer input field 614, in which answers to a group of questions are entered, does not need to be a separate input field from the query input field 516, etc. For example, a group of questions generated simultaneously with the input of a query may be presented to the user in the query input field 516 (see FIG. 5), prompting the user to also enter an answer in the query input field 516. Alternatively, instead of presenting a group of questions, a sample query may be presented to prompt the user to rewrite the query.

[0063] Furthermore, window 500 ("first screen") displaying image 510 ("first image") and window 600 ("second screen") displaying image 610 ("second image") are different windows (screens), but the display may be switched within the same window using tabs. Also, within the same window, the display may transition from the first image to the second image, for example, like switching between web pages. Furthermore, like an SPA (Single Page Application), content (images) may be dynamically rewritten within a single web page, providing information without transitioning between web pages.

[0064] Furthermore, image 510 ("first image") and image 610 ("second image") may be in different display areas within the same window. For example, the images may be arranged in left and right, or top and bottom display areas within the window. Furthermore, the images may be arranged on different display layers, such as by placing image 610 above image 510 so that at least a portion of image 510 overlaps with image 610 within the window, or may be displayed modally.

[0065] (Information Processing Flow in Information Processing System 1) FIG. 8 is a flow diagram showing an example of information processing in the information processing system 1. The flow of processing related to inquiries in the information processing system 1 will be described with reference to FIG. 8. Note that the processing flow is an example and is not limited to the order shown in FIG. 8. In addition, in the following, the screen displayed by the terminal device 200 may be an image displayed on at least a part of the display area of ​​the output unit 240 such as a display, or an image displayed on the entire area. It may also be an image displayed in a window of a web browser or the like.

[0066] 5 to the server device 100 in response to a user operation, and the server device 100 transmits information necessary for generating the inquiry screen to the terminal device 200 in response to the display request. The control unit 250 of the terminal device 200 displays the inquiry screen on the output unit 240 based on the received information. Step S101 is an example of processing in which the control unit 150 of the server device 100 displays a first image including a query input field for inputting a query for the machine learning model.

[0067] In step S102, the control unit 250 of the terminal device 200 accepts an inquiry entered by the user in the inquiry input field of the inquiry screen displayed on the output unit 240. The control unit 250 transmits the entered inquiry to the server device 100, for example, in response to a transmission instruction from the user. Note that the control unit 250 may automatically transmit the inquiry to the server device 100 as soon as the user enters it, without waiting for a transmission instruction from the user.

[0068] In step S103, the control unit 150 of the server device 100 inputs the query sentence received in step S102 and entered in the query input field into a machine learning model. In this embodiment, the machine learning model is the large-scale language model 160.

[0069] In step S104, the large-scale language model 160 of the server device 100 determines the problem the user wants to solve from the input query and checks whether the information necessary to solve the problem is missing. If the large-scale language model 160 determines that the input query lacks the information necessary to solve the problem (Y in step S104), the process proceeds to step S105. On the other hand, if the large-scale language model 160 determines that the necessary information is not missing (N in step S104), the process proceeds to step S108.

[0070] In step S105, the large-scale language model 160 outputs a set of questions. The set of questions are questions that prompt the user to enter information related to the query. The control unit 150 of the server device 100 outputs information necessary to generate an image including the set of questions and an answer input field for entering answers to the set of questions, based on the output of the large-scale language model 160. The image including the answer input field is, for example, an input content confirmation screen as shown in FIG. 6.

[0071] In step S106, the control unit 150 of the server device 100 transmits information necessary to generate a confirmation screen (see FIG. 6 ) to the terminal device 200, and the control unit 250 of the terminal device 200 displays the confirmation screen on the output unit 240 based on the received information. Step S106 is an example of processing in which the control unit 150 of the server device 100 causes the terminal device 200 to display a second image, which is generated based on the output of the machine learning model and includes a group of questions and answer input fields for inputting answers to the group of questions.

[0072] In step S107 , the control unit 250 of the terminal device 200 accepts an answer entered by the user in the answer entry field on the confirmation screen displayed on the output unit 240 .

[0073] On the other hand, if the large-scale language model 160 of the server device 100 determines in step S104 that the necessary information for the input query is sufficient (N in step S104), the control unit 150 of the server device 100 outputs information necessary to generate a confirmation screen for confirming the content entered in the query input field of the inquiry screen, and transmits the information to the terminal device 200. The control unit 250 of the terminal device 200 displays the confirmation screen on the output unit 240 based on the received information. Note that the confirmation screen displayed in step S108 is, for example, a screen obtained by deleting the question field 612 and the answer input field 614 from the image 610 in FIG. 6 . Alternatively, after step S104, the process may proceed to step S109 without performing the process of displaying the confirmation screen as shown in step S108.

[0074] In step S109, the control unit 250 of the terminal device 200 transmits the content entered in the inquiry input field and the response input field to the server device 100 in response to an operation to transmit the input content from the user to the inquiry destination. The control unit 150 of the server device 100 outputs information necessary to generate an acceptance completion screen notifying the content received from the terminal device 200 as the accepted content, and transmits the information to the terminal device 200. The control unit 250 of the terminal device 200 displays the acceptance completion screen on the output unit 240 based on the received information. The control unit 150 of the server device 100 outputs information necessary to generate an acceptance completion screen notifying the completion of acceptance of the inquiry, for example, as shown in FIG. 7.

[0075] This completes the process related to the inquiry in the information processing system 1. The operator responding to the inquiry can confirm the inquiry content including the answers to the question group generated by the large-scale language model 160.

[0076] (Explanation of Effects) As described above, in the information processing system according to this embodiment, an inquiry received from a user via an inquiry form or the like is input into a machine learning model, a set of questions for obtaining information necessary to properly answer the inquiry is output, and the set of questions and an answer input field for inputting answers to the set of questions are generated and presented to the user. By automatically asking additional questions for information that is missing to answer the user's inquiry before answering the user's inquiry, an operator or the like responding to the inquiry does not need to ask the user again, thereby reducing the burden on the operator or the like until the final answer is given.

[0077] Furthermore, in this embodiment, a large-scale language model is used to generate questions to obtain the information necessary to properly respond to a query, so that the content of the question can be expressed more appropriately than in a rule-based system in which patterns of reflection depending on the situation are predefined.

[0078] In addition, in this embodiment, an answer input field separate from the inquiry input field is automatically generated. Unlike a time-dependent dialogue format such as a chatbot, the generation of an answer input field separate from the inquiry input field allows the user to instantly understand and input additional information required to obtain an appropriate answer.

[0079] In this embodiment, a first image including a query input field for inputting a query for the machine learning model is displayed on a first screen, and a second image including a set of questions generated based on the output of the machine learning model and an answer input field for inputting answers to the set of questions is displayed on a second screen different from the first screen. In this embodiment, the first image and the second image are displayed in different display areas. This allows the input content and the generated set of questions to be displayed with good viewability, making it easy for the user to understand the input content and the content of the set of questions.

[0080] <Modification 1> In the first embodiment, as shown in Fig. 6, one answer input field for inputting an answer is generated for a set of questions generated based on the output of a machine learning model. However, the number of answer input fields generated is not limited to one. An answer input field may be generated corresponding to each question in the set of questions.

[0081] Fig. 9 is a diagram showing an example of a display on the terminal device 200. With reference to Fig. 9, an image for confirming the content entered into the inquiry form (see Fig. 5) will be described as an example of a display on the output unit 240 of the terminal device 200. Note that the same reference numerals are used to denote common components, and repeated description will be omitted.

[0082] The window 900 shows a web page displayed in the web browser launched on the terminal device 200, and includes an image 910. The image 910 includes questions 912 and 916, answer input fields 914 and 918, and icons 616 and 618.

[0083] Question 912 and question 916 are questions output by large-scale language model 160 (see FIG. 3 ). Answer input field 914 is an answer input field for question 912, and answer input field 918 is an answer input field for question 916. In other words, the answer input fields are displayed corresponding to each question in the question group output by large-scale language model 160.

[0084] The user can input answers to the questions in the respective answer input fields. For example, "XX Company, C52X0" is input in answer input field 914 as an answer to question 912. Furthermore, nothing is input in answer input field 918 for question 916. When the user presses icon 618, the display transitions to an image (FIG. 10 described below) notifying that reception has been completed.

[0085] Fig. 10 is a diagram showing an example of a display on terminal device 200. An image notifying completion of receipt of an inquiry will be described as an example of a display on output unit 240 of terminal device 200 with reference to Fig. 10 .

[0086] A window 1000 shows a web page displayed in a web browser launched on the terminal device 200, and includes an image 1010. The image 1010 shows the content sent to the inquiry destination (the content accepted by the inquiry destination).

[0087] Items 1012 and 1016 correspond to questions 912 and 916, respectively, in Fig. 9. Answers 1014 and 1018 correspond to the content entered in answer input fields 914 and 918, respectively, in Fig. 9. Answer 1018 displays "(Not entered)," indicating that no input from the user has been accepted in answer input field 918.

[0088] (Explanation of Effect) By displaying answer input fields for each question in a question group, it is possible to prevent users from missing an answer. Also, the operator can easily understand which question the answer is for. Furthermore, for inquiries that can be suspected to be intended as harassment, by generating an answer input field for each question, it is possible to discourage the user from sending an inquiry and reduce the burden on the operator in response to such harassing inquiries.

[0089] <Variation 2> The server device 100 of embodiment 1 may store data on the content of inquiries received and the actual responses given by operators to those inquiries. Utilizing the data stored together with internal company documents related to the inquiries and information on the Internet can improve the response accuracy of the large-scale language model. Furthermore, as described in Variation 1, generating an answer input field for each question clarifies the correspondence between the answers entered in response to the questions, thereby improving the response accuracy of the large-scale language model.

[0090] Furthermore, when there is insufficient information to properly respond to a user's inquiry, the server device 100 may ask questions via an automatic reply email and prompt the user to enter the answers, rather than displaying a set of questions and an answer input field on the input confirmation screen and prompting the user to enter the answers as in embodiment 1. This allows the server device 100 to respond without causing the user stress due to waiting, even if a set of questions is not output within a predetermined time after the inquiry is input to the large-scale language model.

[0091] The server device 100 may also use a large-scale language model to edit or adjust the text that the user freely writes in the inquiry or answer input fields. For example, the server device 100 may correct typos and grammatical errors, or visually edit the format by adjusting line spacing, character spacing, and paragraph divisions. The server device 100 may also adjust the overall structure and order of the text to ensure a consistent flow of content, or change the wording to make the text clearer and easier to understand. This reduces the burden on the user when writing freely. Furthermore, correcting certain abusive language, slanderous language, and other emotional expressions can ease the psychological anxiety of the operator who reviews the inquiry content.

[0092] The server device 100 may also input content received from a user into a large-scale language model and output the content of a reply such as an email from an operator. For example, if the large-scale language model has sufficient information to properly respond to a user's inquiry, it outputs a sentence indicating the corresponding content. For example, if the large-scale language model does not have enough information to properly respond to an additional question posed to the user, it outputs a sentence asking about the missing content. The operator can create a reply to the inquiry based on the output sentence, thereby reducing the burden on the operator.

[0093] <Modification 3> Fig. 11 is a diagram showing an example of a display on the terminal device 200. With reference to Fig. 11, an example of a display on the output unit 240 of the terminal device 200 will be described in which an inquiry statement in an inquiry form (see Fig. 5) is automatically sent to the server device 100, and a set of questions and answer input fields are generated. Note that common components are assigned the same reference numerals, and repeated explanations will be omitted.

[0094] The window 1100 shows a web page displayed in the web browser launched on the terminal device 200, and includes an image 1110. The image 1110 includes inquiry input fields 512, 514, and 516, a message 1121, questions 1122 and 1124, answer input fields 1123 and 1125, and an icon 518.

[0095] In the example of Figure 11, in the inquiry form (see Figure 5), the inquiry sentence entered by the user in the inquiry input field 516 is automatically sent to the server device 100, and based on the information output by the large-scale language model 160, a message 1121, questions 1122 and 1124, and answer input fields 1123 and 1125 are displayed.

[0096] Questions 1122 and 1124 are questions output by the large-scale language model 160 (see FIG. 3 ). Answer input field 1123 is an answer input field for question 1122, and answer input field 1125 is an answer input field for question 1124. In other words, the answer input fields are displayed corresponding to each question in the question group output by the large-scale language model 160.

[0097] The user can enter answers to the questions in the answer input fields. When the user presses icon 518, an image may be displayed to confirm the input content, or an image may be displayed to notify the completion of reception.

[0098] When a user inputs an inquiry, the inquiry is automatically input into the large-scale language model 160 of the server device 100, and the output questions and answer input fields are immediately displayed on the inquiry form. This allows the user to immediately understand what is missing from the input content and can enrich the inquiry content before sending the entire content of the inquiry form to the server device 100, thereby improving the efficiency of inquiry work.

[0099] The information processing system 2 according to the second embodiment is a system used by an operator who responds to verbal inquiries from users over the telephone, at a counter, or the like.

[0100] (Configuration of Information Processing System 2) Fig. 12 is an overall diagram of the information processing system 2. The overall diagram of the information processing system according to this embodiment will be described with reference to Fig. 12. Note that common components are denoted by the same reference numerals, and repeated description will be omitted.

[0101] The information processing system 2 according to this embodiment includes a server device 100, a user terminal device 300, and an operator terminal device 400. The server device 100, the user terminal device 300, and the operator terminal device 400 are communicably connected via a network NW. While FIG. 12 illustrates only one user terminal device 300 and one operator terminal device 400 for the sake of simplicity, there may be multiple user terminal devices 300 and one operator terminal device 400. The user terminal device 300 and the operator terminal device 400 have functional configurations equivalent to those of the terminal device 200 described above.

[0102] The user terminal device 300 is a terminal device used by a user who makes an inquiry to an operator. The user terminal device 300 has at least a calling function and may be, for example, a landline phone or a mobile phone, or an information processing terminal that makes voice calls (such as IP phones or video phones) over the Internet.

[0103] The operator terminal device 400 is an information processing terminal used by an operator at a call center, etc. For example, the operator terminal device 400 may be any device, such as a PC, a smartphone, a tablet, or an XR, as long as it can send and receive information to and from the server device 100.

[0104] The operator terminal device 400 receives user inquiries as voice data from the user terminal device 300. For example, the operator terminal device 400 may convert the voice of an inquiry made over the phone from the user terminal device 300 into digital data. The operator terminal device 400 transmits the received voice data to the server device 100 in real time. Note that instead of voice data, the operator may create an inquiry statement summarizing the main points of the user's inquiry and transmit it to the server device 100. Alternatively, the operator may repeat the user's inquiry as voice data and transmit it to the server device 100.

[0105] The server device 100 converts the speech data received from the operator terminal device 400 into text data and inputs the text data to the large-scale language model 160. At this time, the speech data may be input to the large-scale language model 160 as is.

[0106] The large-scale language model 160 determines the problem the user wants to solve from the input data and checks whether the input text lacks the information necessary to solve the problem. If the large-scale language model 160 determines that the necessary information is lacking, it outputs a set of questions. In this case, the large-scale language model 160 may output a set of questions by utilizing in-house documents related to the inquiry content, information on the Internet, etc.

[0107] The server device 100 transmits the set of questions output by the large-scale language model 160 to the operator terminal device 400. The operator terminal device 400 displays the received set of questions on a display or the like to present to the operator. This allows the operator to ask questions to the user while checking the displayed set of questions.

[0108] The server device 100 may automatically create a response record based on the voice data received from the operator terminal device 400. For example, the server device 100 may analyze and record the call date and time, information identifying the user (such as name and contact information), the user's inquiry, the operator's response, the call duration, information identifying the responding operator, and the user's emotional information from the voice data of the operator and the user. The response record can be used to improve the response accuracy of the large-scale language model 160.

[0109] (Explanation of Effects) Telephone inquiries from users require real-time responses, but not all operators can respond immediately due to lack of knowledge, experience, etc. By having a large-scale language model determine the information necessary for the response, and if there is insufficient information, presenting the information that the user should ask the operator in real time, it is possible to reduce waiting times until a response is made and improve the efficiency of inquiry work.

[0110] In addition, by automatically recording responses to inquiries, the workload of operators can be reduced.

[0111] The information processing system 3 according to the third embodiment is a system used by an operator to instantly respond to non-routine inquiries (inquiries) from users via telephone, chat, etc. In this embodiment, non-routine inquiries refer to inquiries about specific situations that are not typical and difficult to classify in a standard manner.

[0112] (Configuration of Information Processing System 3) Fig. 13 is an overall view of the information processing system 3. The overall view of the information processing system according to this embodiment will be described with reference to Fig. 13. Note that common components are denoted by the same reference numerals, and repeated description will be omitted.

[0113] The information processing system 3 according to this embodiment includes a server device 100, a user terminal device 300, and an operator terminal device 1400. The server device 100, the user terminal device 300, and the operator terminal device 1400 are communicably connected via a network NW. While FIG. 13 illustrates only one user terminal device 300 and one operator terminal device 1400 for the sake of simplicity, multiple user terminal devices 300 and one operator terminal device 1400 may be provided. Furthermore, the user terminal device 300 and the operator terminal device 1400 each have telephone functions in addition to functions equivalent to those of the terminal device 200 described above (see FIG. 4). The telephone functions may be implemented via an analog line, a digital line, an IP line, an optical fiber line, or the like.

[0114] The operator terminal device 1400 is an information processing terminal used by an operator at a call center, etc. For example, the operator terminal device 1400 may be any device capable of transmitting and receiving information to and from the server device 100, such as a PC, a smartphone, a tablet, or an XR.

[0115] The operator terminal device 1400 accepts non-routine inquiries from users as voice data or character string data via the user terminal device 300. For example, the inquiries may be accepted by telephone or chat. The operator terminal device 1400 also accepts responses from operators via telephone or chat, and displays the dialogue between the user and the operator regarding the inquiry on a display device that the operator can view.

[0116] Furthermore, the operator terminal device 1400 transmits user inquiry information indicating the content of the user's inquiry in the dialogue to the server device 100. The user inquiry information may be, for example, digital data (voice data or character string data) converted based on the user's utterance received from the user terminal device 300. The user inquiry information may also be character string data input by the user. The operator terminal device 1400 may transmit the content of the dialogue between the user and the operator to the server device 100, and the server device 100 may extract the content of the user's inquiry from the content of the dialogue.

[0117] The server device 100 inputs the user query information received from the operator terminal device 1400 to the large-scale language model 160. As described in the first embodiment, the large-scale language model 160 determines the problem the user wants to solve from the input user query information and determines whether or not information necessary to solve the problem is lacking. If the large-scale language model 160 determines that information necessary to solve the problem is lacking, it outputs the necessary information as question information.

[0118] The large-scale language model 160 may also output solution information related to a problem that the user wants to solve. The solution information may be, for example, a frequently asked questions (FAQ) that is a collection of frequently asked questions and their answers.

[0119] As described above, the large-scale language model 160 may output at least one of question information and solution information in response to input user query information. The server device 100 transmits the question information and / or solution information output by the large-scale language model 160 to the operator terminal device 1400.

[0120] The operator terminal device 1400 receives the question information and / or solution information output by the large-scale language model 160. The operator terminal device 1400 displays at least one of the question information and the solution information on a display device for viewing by an operator. The operator can confirm the question information and / or solution information displayed on the display device and respond to the user's inquiry.

[0121] After the dialogue between the user and the operator regarding the user's inquiry is completed, the server device 100 may create a summary of the introduction based on the dialogue. Then, based on the summary, machine learning may be performed using the user inquiry information as input data and the operator's response information, which is the content of the operator's response, as output data. This allows the server device 100 to more accurately output question information and solution information in response to the user inquiry information.

[0122] (Example of display on operator terminal device 1400)

[0123] 14 is a diagram showing an example of a display on the operator terminal device 1400. An example of a display on the display device (output unit 240) of the operator terminal device 1400 will be described with reference to FIG.

[0124] The screen 1500 is a screen of the display device of the operator terminal device 1400. The screen 1500 has a dialogue content area 1510 and a question information area 1520. The screen 1500 may be displayed on the entire screen of the display device, or may be displayed on only a portion of the screen.

[0125] The dialogue content area 1510 displays the dialogue between the user and the operator in chronological order. The dialogue content area 1510 includes user inquiry information 1511, 1513 indicating the content of the user's inquiry, and operator response information 1512, 1514 indicating the content of the operator's response. The user inquiry information may, for example, be displayed as "user comments" in text data transcribed from the voice of the user received over the phone, or the user's chat input. The operator response information may, for example, be displayed as "operator comments" in text data transcribed from the operator's response over the phone, or the operator's chat input.

[0126] In the dialogue content area 1510, characters or display areas may be colored or indented to make it easier to distinguish between user utterances and operator utterances. Note that user utterances and operator utterances may include interjections (e.g., "um," "ah," "hmm," etc.) used to smooth the flow of conversation, but these may be automatically deleted when or after being displayed in the dialogue content area 1510.

[0127] The question information area 1520 displays question information output by the large-scale language model 160 of the server device 100. In the example of Fig. 14, question information 1521 indicates that the user is being asked for the customer number. Also, question information 1522 indicates that the user is being asked about the symptoms of the malfunction.

[0128] The question information may be displayed in a manner associated with user query information, which is input data of the question output by the large-scale language model 160. In Fig. 14 , for example, if the output when user query information 1511 is input to the large-scale language model 160 is question information 1521, the question information 1521 is associated with the user query information 1511 by a line segment 1531. Similarly, if the output when user query information 1513 is input to the large-scale language model 160 is question information 1521, the question information 1522 is associated with the user query information 1513 by a line segment 1532.

[0129] The manner of association is not limited to display using a line segment. For example, when question information 1521 is selected by clicking or the like, the corresponding user inquiry information 1511 may be highlighted, color-coded, or assigned an identifier. Conversely, when user inquiry information 1511 is selected by clicking or the like, the corresponding question information 1521 may be highlighted or the like. Furthermore, related question information and user inquiry information may be displayed in close proximity to each other. Note that question information and user inquiry information do not necessarily have to be displayed in an associated manner.

[0130] Information related to the question information received from the user or operator may be entered in the blank spaces (below) of the question information 1521 and the question information 1522. For example, the operator may manually enter the user's answer to the question, or the information may be extracted from the user's utterance in response to the operator's question and automatically entered. In the example of FIG. 14 , an entry field is provided below the question to associate the information related to the question information received from the user or operator with the question information, but the display format is not limited to this. For example, an entry field may be provided in the right column, or any display format may be used as long as the association with the question information is clear. Note that, because the utterances of the user or operator remain recorded in the dialogue content area 1510, an entry field for information related to the question information is not necessarily required.

[0131] Fig. 15 is a diagram showing an example of a display on the operator terminal device 1400. With reference to Fig. 15, an example of a display on the display device (output unit 240) of the operator terminal device 1400, which is different from the example in Fig. 14, will be described.

[0132] The screen 1600 is a screen of the display device of the operator terminal device 1400. The screen 1600 has a dialogue content area 1610 and a solution information area 1620.

[0133] In the dialogue content area 1610, the dialogue between the user and the operator is displayed in chronological order, similar to the dialogue content area 1510 (see FIG. 14 ). In addition, in the solution information area 1620, solution information 1621 and solution information 1622 output by the large-scale language model 160 of the server device 100 are displayed.

[0134] The solution information 1621 is an FAQ related to the inquiry content indicated in the user query information 1611, i.e., the problem the user wants to solve. The solution information may be displayed in a manner associated with the user query information, which is input data of the solution information output by the large-scale language model 160. For example, if the output when the user query information 1611 is input to the large-scale language model 160 is solution information 1621, the solution information 1621 is associated with the user query information 1611 by a line segment 1631. Similarly, if the output when the user query information 1612 is input to the large-scale language model 160 is solution information 1622, the solution information 1622 is associated with the user query information 1612 by a line segment 1632.

[0135] As described in FIG. 14, the association between the solution information and the user inquiry information may be displayed in any display format as long as the association is clear. The solution information and the user inquiry information do not necessarily have to be displayed in an associated format. In the example of FIG. 15, only one piece of solution information is displayed for each piece of user inquiry information, but multiple pieces of solution information may be displayed, or multiple pieces of solution information may be displayed by a predetermined operation. For example, in FIG. 15, multiple pieces of solution information may be displayed by selecting "+See more" by clicking, etc.

[0136] Fig. 16 is a diagram showing an example of a display on the operator terminal device 1400. With reference to Fig. 16, an example of a display on the display device (output unit 240) of the operator terminal device 1400, which is different from the examples in Fig. 14 and Fig. 15, will be described. As shown in Fig. 16, the question information and the solution information may be displayed in the same display area.

[0137] The screen 1700 is a screen of the display device of the operator terminal device 1400. The screen 1700 has a dialogue content area 1710 and a question information and solution information area 1720.

[0138] In the dialogue content area 1710, the dialogue between the user and the operator is displayed in chronological order.

[0139] In the question information and solution information area 1720, question information 1721 and solution information 1722 are displayed. The question information 1721 and solution information 1722 are outputs when user query information 1711 is input to the large-scale language model 160. In this case, in the example of FIG. 16 , the solution information 1722 is displayed below the question information 1721. Furthermore, the user query information 1711 and the question information 1721 are associated by a line segment 1731. This allows the operator to easily understand that the user query information 1711, the question information 1721, and the solution information 1722 are related information. Note that in the example of FIG. 16 , the line segment 1731 associates the user query information 1711 and the question information 1721, but it may also associate the user query information 1711 and the solution information 1722. Furthermore, as described above, the association is not limited to being displayed by a line segment, and the information does not necessarily have to be displayed in an associated manner.

[0140] Fig. 17 is a diagram showing an example of a display on the operator terminal device 1400. With reference to Fig. 17, an example of a display on the display device (output unit 240) of the operator terminal device 1400, which is different from the examples in Figs. 14 to 16, will be described.

[0141] The screen 1800 is a screen of the display device of the operator terminal device 1400. The screen 1800 has a question information area 1810, a dialogue content area 1820, and a solution information area 1830. As shown in Fig. 17 , the dialogue display area, the question information area, and the solution information area may be displayed in parallel.

[0142] The question information area 1810 displays question information 1811 and 1812. The dialogue content area 1820 displays user inquiry information 1821 and 1823 and operator response information 1822 and 1824. The solution information area displays solution information 1831 and 1832.

[0143] Question information 1811 and solution information 1831 are outputs when user query information 1821 is input to large-scale language model 160, and user query information 1821 is associated with question information 1811 and solution information 1831. Similarly, question information 1812 and solution information 1832 are outputs when user query information 1823 is input to large-scale language model 160, and user query information 1823 is associated with question information 1812 and solution information 1832.

[0144] 17, the question information area is arranged on the left side of the screen, the dialogue content area in the center, and the solution information area on the right side, but this arrangement is not limited to this. The question information area and the solution information area may be arranged left and right, or one may be arranged in the center and the dialogue content area may be arranged on the left and right. Any arrangement is acceptable as long as the question information area, solution information area, and dialogue content area are displayed in parallel.

[0145] Furthermore, the display device of the operator terminal device 1400 may be configured to display a summary generated after the dialogue has ended. In call centers, in order to improve response quality and avoid trouble, operators may record the dialogue content, etc., after completing responses to user inquiries. By automatically generating a summary of the dialogue content and presenting it to the operator, the time it takes the operator to create a record can be reduced, and the efficiency of the operator's response can be improved. Furthermore, human error in record creation can be prevented, and the accuracy of the record can be improved.

[0146] (Explanation of Effects) As described above, the information processing system according to this embodiment is a system used by an operator who responds instantly to non-routine inquiries from users. The system displays a dialogue between the user and the operator on a display device viewed by the operator, and inputs user inquiry information indicating the content of the user's inquiry in the dialogue into a large-scale language model (machine learning model). Then, at least one of question information output by the machine learning model in response to the input user inquiry information and solution information for the user inquiry information is displayed on the display device. This makes it possible to compensate for the operator's lack of knowledge, experience, etc., and improve the efficiency of inquiry work.

[0147] In this embodiment, the question information output from the large-scale language model is displayed on the display device in a manner associated with the user inquiry information. The dialogue between the user and the operator is also displayed in chronological order. This makes it easier for the operator to grasp the flow of the dialogue, improving the efficiency of inquiry processing.

[0148] In this embodiment, the dialogue content area is displayed on the display device in parallel with at least one of the question information area where question information is displayed and the solution information area where solution information is displayed. This allows the operator to easily grasp the dialogue content and the content to be answered, thereby improving the efficiency of inquiry work.

[0149] In this embodiment, information related to the question received from the user or operator is displayed on the display device in association with the question, allowing the operator to easily identify the information that the user is lacking in order to solve the problem.

[0150] The above-described embodiments can be embodied in various other forms, and various omissions, substitutions, and modifications can be made without departing from the spirit of the invention. These embodiments and modifications are intended to be included in the scope of the invention and their equivalents as defined in the claims, as well as in the scope and spirit of the invention.

[0151] The present invention may also be embodied in the following additional notes.

[0152] [Supplementary Note 1] An information processing program executed by a computer having a control unit in a system used by an operator who immediately responds to non-routine inquiries from users, the information processing program comprising: a step by the control unit displaying a dialogue between the user and the operator on a display device viewed by the operator; a step by the control unit inputting user query information indicating the content of the user's query in the dialogue into a machine learning model; and a step by the control unit displaying at least one of question information output by the machine learning model in response to the input user query information or solution information for the user query information on the display device.

[0153] [Supplementary Note 2] The information processing program according to [Supplementary Note 1], wherein the output question information is displayed on the display device in a manner associated with the user inquiry information.

[0154] [Supplementary Note 3] The information processing program according to [Supplementary Note 2], further comprising: a step in which the control unit receives information related to the question information from the user or the operator; and a step in which the control unit displays the received information on the display device in a manner associated with the question information.

[0155] [Supplementary Note 4] The information processing program according to [Supplementary Note 3], wherein the dialogue is displayed in chronological order in a dialogue content area of ​​the display device.

[0156] [Appendix 5] The information processing program according to [Appendix 4], wherein the dialogue content area is displayed in parallel with at least one of a question information area in which the question information is displayed and a solution information area in which the solution information is displayed.

[0157] [Appendix 6] The information processing program described in [Appendix 5] further comprises the steps of: after the dialogue between the user and the operator regarding the inquiry from the user is completed, the control unit creating a summary regarding the inquiry based on the dialogue; and the control unit performing machine learning based on the summary, using the user inquiry information as input data and operator response information indicating the content of the operator's response as output data.

[0158] [Supplementary Note 7] The information processing program according to any one of [Supplementary Note 1] to [Supplementary Note 6], wherein the user inquiry information is character string data converted from voice data received from the user.

[0159] [Supplementary Note 8] The information processing program according to any one of [Supplementary Note 1] to [Supplementary Note 6], wherein the user inquiry information is character string data received from the user.

[0160] [Supplementary Note 9] An information processing method used in a system used by an operator who immediately responds to non-routine inquiries from users, comprising the steps of: displaying a dialogue between the user and the operator on a display device viewed by the operator; inputting user query information indicating the content of the user's query in the dialogue into a machine learning model; and displaying at least one of question information output by the machine learning model in response to the input user query information or solution information for the user query information on the display device.

[0161] [Supplementary Note 10] In a system used by an operator who immediately responds to non-routine inquiries from users, an information processing system in which a computer having a control unit executes the steps of: displaying a dialogue between the user and the operator on a display device viewed by the operator; inputting user inquiry information indicating the content of the user's inquiry in the dialogue into a machine learning model; and displaying at least one of question information output by the machine learning model in response to the input user inquiry information or solution information for the user inquiry information on the display device.

[0162] 1, 2, 3 Information processing system, 11 Processor, 12 Memory, 13 Storage, 14 Communication IF, 15 Input / output IF, 100 Server device, 110, 210 Communication unit, 120, 220 Storage unit, 130, 230 Input unit, 140, 240 Output unit, 150, 250 Control unit, 160 Large-scale language model, 200 Terminal device, 300 User terminal device, 400, 1400 Operator terminal device, screen 1500, 1600, 1700, 1800.

Claims

1. An information processing program executed by a computer having a control unit, comprising: a step in which the control unit displays a first image including a query input field for inputting a query statement for a machine learning model; a step in which the control unit inputs the query statement inputted in the query input field to the machine learning model; and a step in which the control unit displays a second image including a set of questions generated based on the output of the machine learning model and an answer input field for inputting answers to the set of questions.

2. The information processing program according to claim 1, wherein the group of questions are questions for prompting input of information related to the inquiry statement.

3. The information processing program according to claim 2, wherein the answer input field is displayed corresponding to each question in the group of questions.

4. An information processing program according to any one of claims 1 to 3, wherein the control unit generates an answer input field that is different from the inquiry input field.

5. An information processing program according to any one of claims 1 to 3, wherein the control unit displays the first image on a first screen and displays the second image on a second screen different from the first screen.

6. An information processing program according to any one of claims 1 to 3, wherein the control unit displays the first image and the second image in different display areas.

7. A method executed in an information processing system, comprising the steps of: displaying a first image including a query input field for inputting a query for a machine learning model; inputting the query entered in the query input field into the machine learning model; and displaying a second image including a set of questions generated based on the output of the machine learning model and an answer input field for inputting answers to the set of questions.

8. An information processing system comprising a computer having a control unit, wherein the control unit displays a first image including a query input field for inputting a query for a machine learning model, the control unit inputs the query entered in the query input field to the machine learning model, and the control unit displays a second image including a set of questions generated based on the output of the machine learning model and an answer input field for inputting answers to the set of questions.

9. An information processing terminal having a control unit, wherein the control unit displays a first image including a query input field for inputting a query statement to a machine learning model, the control unit acquires the query statement to be input to the machine learning model, and the control unit displays a second image including a set of questions and an answer input field for inputting answers to the set of questions, the set of questions being generated based on the output of the machine learning model to which the query statement has been input.

Images