Information processing device and information processing method

Abstract

An information processing device (1) comprises a reception unit (31), a determination unit (34), an identification unit (35), and a provisioning unit (36). The reception unit (31) receives a search query from a user belonging to an organization. The determination unit (34) determines a user context on the basis of user information and the search query received by the reception unit (31). The identification unit (35) identifies, as a target user, another user who belongs to the organization and who has a past or current context that is similar to or matches the user context determined by the determination unit (34). The provisioning unit (36) provides information pertaining to the target user identified by the identification unit (35).

Description

Information processing device and information processing method

[0001] The present invention relates to an information processing device and an information processing method.

[0002] In the past, in organizations, employee transfers such as reassignments were commonplace, and if the transition of work duties could be smoothly carried out between predecessors and successors, it would lead to a solid start for the new organization and employees. Therefore, measures have been taken such as intentionally documenting the know-how (tacit knowledge) possessed by predecessors in a knowledge management system or sharing information using knowledge management tools (see, for example, Non-Patent Documents 1 and 2).

[0003] QuickSolution, "What is Knowledge Management?" [online] [Searched on July 16, 2024], Internet <URL: https: / / www.sei-info.co.jp / quicksolution / column / knowledge-management / > BOXIL, "[2024 Latest] 13 Recommended Knowledge Management Tools | Types, Benefits of Implementation, and How to Choose", [online] [Searched on July 16, 2024], Internet <URL: https: / / boxil.jp / mag / a8079 / ?utm_source=google&utm_medium=cpc&utm_campaign=knowledge-management_mag_short&gad_source=1&gclid=EAIaIQobChMIn6v0z7nVhgMVvzOtBh2E3geCEAAYAiAAEgJPH_D_BwE>

[0004] However, there is a challenge in that it is left up to employees to decide for whom in the future they will leave their explicit knowledge and know-how, and how best to consider matching that knowledge and know-how with people who will need it in the future.

[0005] The present invention aims to support smooth matching between users for the transfer of know-how.

[0006] In order to solve the above-mentioned problems and achieve the object, the information processing device includes a receiving unit, a determining unit, an identifying unit, and a providing unit. The receiving unit receives a search query from a user belonging to an organization. The determining unit determines the user's context based on the search query received by the receiving unit and the user information. The identifying unit identifies, as target users, other users who belong to the organization and whose past or present contexts are similar to or match the user's context determined by the determining unit. The providing unit provides information about the target users identified by the identifying unit.

[0007] According to the present invention, it is possible to support smooth matching between users for the transfer of know-how.

[0008] FIG. 1 is a diagram illustrating an overview of an example of processing of an information processing device according to an embodiment. FIG. 2 is a schematic diagram illustrating a schematic configuration of an information processing system according to an embodiment. FIG. 3 is a schematic diagram illustrating a schematic configuration of an information processing device according to an embodiment. FIG. 4 is a diagram illustrating an example of a user information table stored in a user information storage unit in a storage unit of the information processing device according to an embodiment. FIG. 5 is a diagram illustrating an example of a usage history table stored in a usage history storage unit in a storage unit of the information processing device according to an embodiment. FIG. 6 is a diagram illustrating an example of an operation history table stored in an operation history storage unit in a storage unit of the information processing device according to an embodiment. FIG. 7 is a diagram illustrating an example of a method for specifying a target user by an identification unit in a processing unit of the information processing device according to an embodiment. FIG. 8 is a diagram illustrating another example of a method for specifying a target user by an identification unit in a processing unit of the information processing device according to an embodiment. FIG. 9 is a diagram illustrating yet another example of a method for specifying a target user by an identification unit in a processing unit of the information processing device according to an embodiment. FIG. 10 is a flowchart illustrating an example of information processing by a processing unit of the information processing device according to an embodiment. FIG. 11 is a flowchart illustrating an example of a process for responding to a search query by a processing unit of the information processing device according to an embodiment. FIG. 12 is a diagram illustrating an example of a computer on which the information processing device according to an embodiment is implemented.

[0009] Hereinafter, an information processing device and an information processing method according to the present application (hereinafter referred to as "embodiments") will be described with reference to the accompanying drawings. Note that the embodiments merely illustrate one example or one aspect, and the following description does not limit the specifics of the present invention, such as the structure, operation, function, properties, characteristics, methods, and uses.

[0010] 1 is a diagram showing an overview of a processing example of an information processing device according to an embodiment. The information processing device 1 shown in FIG. 1 operates an in-organization portal site that provides searchable information on various explicit knowledge in a specific organization, including manuals for business systems in the specific organization, to a user U. １ Furthermore, the information processing device 1 supports smooth matching of users in a specific organization for the transfer of know-how.

[0011] As shown in FIG. 1, a user U belonging to a specific organization １ When there is something you want to check, you can use the terminal device 2 １ Operate the terminal device 2 １ A search query is transmitted to the information processing device 1 (step S1).

[0012] The specific organization is a company, and the user １ are employees of the company, but are not limited to such examples. For example, the specific organization may be an educational institution, a medical institution, a financial institution, a government agency, a public organization, a non-profit organization, etc.

[0013] The search query includes the user U １ The search results include information indicating what the user wants to search for, for example, information indicating one or more search keywords or phrases, or １ The search query may include, but is not limited to, information indicating a sentence indicating what the user U wants to search for. １ The search result may include information indicating the image to be searched for.

[0014] In step S1, the information processing device 1 １ User U sent from １ A search query is received from (step S2).

[0015] Next, when the search query is accepted in step S2, the information processing device 1 performs a search on the user U. １ Based on the information of the user U １ The context is determined (step S3).

[0016] User U １ The information is, for example, １ Information indicating the attributes of a specific organization and user U １ The information is one or more pieces of information from the most recent (for example, within one hour or on the same day) operation history for the specific target, but is not limited to such an example. １ This refers to the date the search query was submitted.

[0017] User U １ The attributes of a specific organization are, for example, the attributes of a user U in a specific organization. １ The information may include, but is not limited to, the year of joining the company, the department to which the user belongs, the position, and the time of joining the department. １ The time of joining the department is the time of joining the department (for example, the date of joining).

[0018] User U １ For example, if the specific object is a business system, the operation history of the user U １ When the specific target is a business device used for business purposes, the operation history of the user U １ This is the operation history.

[0019] Examples of business systems include, but are not limited to, a travel expense management system, an approval system, a personnel management system, a project management system, a customer management system, and a production management system.

[0020] Examples of business equipment include, but are not limited to, office equipment such as personal computers, multifunction printers, projectors, and shredders, communication equipment such as video conferencing systems and network equipment, and production-related equipment such as measuring instruments and inspection machines.

[0021] User U １ The context of the user U １ The information processing device 1 is configured to process the search results of the user U. １ Search contents and user U １ The situation in which the user U １ The context of the user U １ The situation in which the user U １ Examples of such information include, but are not limited to, the department to which the employee belongs, their position, and the time they started working in the department.

[0022] The information processing device 1 is, for example, １ Attributes of a specific organization are １ The situation is judged as the user U １ The most recent (for example, within one hour or on the same day) operation history for a specific target is displayed by the user U. １ In addition, the information processing device 1 determines the situation in which the user U １ Attributes and user U in specific organizations １ The most recent operation history for a specific object of user U １ It can also be judged as a situation in which

[0023] Next, the information processing device 1 determines whether the user U １ other users whose past or present context is similar or matches the context of user U １ Other users who belong to the specific organization to which the user belongs are identified as target users (step S4).

[0024] In step S4, the information processing device 1 １ The search is performed to find other users whose past or current contexts are similar to or match the context of the user U. １ Search contents and user U １ In this situation, the information processing device 1 is １ The degree of match of the search content with the user U is equal to or greater than a threshold. １ Other users whose situations match a threshold or more are identified as target users.

[0025] The degree of match of the search content is indicated by, for example, the number of matches among the search target category, the search purpose, the search target content, etc. The information processing device 1 breaks down the content of the search query into the search target category, the search purpose, the search target content, etc., and determines the degree of match of the search content.

[0026] The degree of matching of the situation can be calculated by, for example, １ The number of users U matches the department, job title, and most recent operation history of the business system. １ The departments and positions of other users to be compared with the user are past or present departments and positions, but are not limited to such examples.

[0027] In addition, the information processing device 1 １ The degree of match of the search content with the user U is equal to or greater than a threshold. １ When there are a plurality of other users whose situation matches the threshold or more, each of these plurality of other users is set as a target user candidate. When there are a plurality of target user candidates, the information processing device 1 performs a relationship between each of the plurality of target user candidates and the user U. １ It is also possible to determine the degree of similarity between the content of comments made on an internal social networking service (SNS) with the person.

[0028] In this case, the information processing device 1 selects user U from among the plurality of target user candidates. １ A candidate for a target user whose comment content has a similarity equal to or greater than a threshold value or the highest similarity can be determined as the target user. The similarity of the comment content can be determined based on the tendency of the comment content, such as the frequency and timing of using the same words for things that the user wants to do or things that the user wants to know, for example, in a business whose name is included in the comment content, but is not limited to such an example.

[0029] Furthermore, the information processing device 1 may, for example, １ The usage of each of the business systems 3 is determined, and among the plurality of target user candidates, the usage of the business system 3 is determined to be the user U. １A candidate target user whose similarity is equal to or greater than a threshold value or the highest similarity can be determined as a target user. The similarity in how the business system 3 is used is determined based on the tendency in how the business system 3 is used, such as the frequency of access to each function and the time of access, but is not limited to such an example. The tendency in how the business system 3 is used can also be called a usage tendency.

[0030] Next, the information processing device 1 acquires target user information, which is information about the other user who is the target user identified in step S4 (step S5). The target user information is information including information indicating the target user's contact information or information for connecting to the target user.

[0031] The information including information indicating the target user's contact information is, for example, information indicating the target user's name, information indicating the department to which the target user belongs, information indicating the target user's contact information, etc. The target user's contact information is, for example, an account on an internal SNS, an extension number, an internal email address, etc., but is not limited to these examples.

[0032] Information for connecting to the target user includes, for example, redirect information to content (e.g., SNS screen) for making calls or messaging via the target user's SNS, and redirect information to content such as a sending form to the target user's email address, but is not limited to such examples.

[0033] Next, the information processing device 1 transmits the provided information including the target user information acquired in step 5 to the terminal device 2. １ By sending the provided information to １ (Step S6). １ receives the provided information transmitted from the information processing device 1 and displays the received provided information. １ User U １ is user U １ The information processing device 1 can easily grasp target users whose context is similar to or matches the context of the user in the past or present, and can support smooth matching for the transfer of know-how between users.

[0034] The information processing device 1 searches an internal or external database for information corresponding to the search query received in step S2, and provides provided information including the search results to the user U. １ Furthermore, when information corresponding to the search query received in step S2 cannot be searched for in an internal or external database, the information processing device 1 may provide the provided information including the target user information to the user U. １ If the search is successful, the provided information included in the search results is sent to the user U. １ can also be provided to.

[0035] Furthermore, if there is information about the target user as information corresponding to the search query received in step S2, the information processing device 1 prioritizes the information about the target user and searches for the user U. １ can also be provided to.

[0036] The configuration of an information processing system including the information processing device 1 that performs such processing will be described in detail below.

[0037] 2. Configuration of Information Processing System FIG. 2 is a schematic diagram illustrating the general configuration of an information processing system according to an embodiment. As shown in FIG. 2, the information processing system 100 according to an embodiment includes an information processing device 1 and a terminal device 2. １ , 2 ２ , ..., 2 ｎ and Business System 3 １ ~3 ｍ and an intra-organization SNS server 4. For example, n is an integer of 3 or more, and m is an integer of 2 or more.

[0038] Terminal device 2 １ is user U １ is used by the terminal device 2 ２ is user U ２ is used by the terminal device 2 ｎ is user U ｎ In the following, the terminal device 2 １ , 2 ２ , ..., 2 ｎ When each of these is referred to without being individually distinguished, it may be referred to as the terminal device 2, and the user U １ , U２ , ..., U ｎ When each of these is referred to without being individually distinguished, they may be referred to as user U.

[0039] Business System 3 １ ~3 ｍ Each of the business systems may be, for example, a business trip expense management system, an approval system, a personnel management system, a project management system, a customer management system, or a production management system, but is not limited to these examples. １ ~3 ｍ When each of these is referred to without being individually distinguished, they may be referred to as the business system 3.

[0040] The intra-organization SNS server 4 is a server that provides an intra-organization SNS, which is a communication service within a specific organization that enables communication between users U in the specific organization. In the intra-organization SNS server 4, an account is assigned to each user U, and each user U can exchange messages and share content with other users U.

[0041] The information processing device 1, the terminal device 2, the business system 3, and the in-organization SNS server 4 are communicably connected to each other via a network N. The network N is, for example, a local area network (LAN), but may also be a wide area network (WAN) such as the Internet.

[0042] The information processing device 1, the business system 3, and the in-organization SNS server 4 are, for example, general-purpose computers such as servers, and the terminal device 2 is, for example, a general-purpose computer such as a notebook PC (Personal Computer), but are not limited to such examples.

[0043] 3 is a schematic diagram illustrating a general configuration of the information processing device 1 according to the embodiment. As shown in FIG. 3, the information processing device 1 according to the embodiment includes a communication unit 10, a storage unit 20, and a processing unit 30.

[0044] (Communication Unit 10) The communication unit 10 controls communication between an external device and the processing unit 30 via an electric communication line such as a LAN or the Internet. The communication unit 10 is realized by, for example, a communication module or a NIC (Network Interface Card), but is not limited to such examples.

[0045] (Storage unit 20) The storage unit 20 stores in advance or temporarily stores each time processing is performed, an information processing program that operates the information processing device 1, and data used during execution of the information processing program. The storage unit 20 includes a user information storage unit 21, a usage history storage unit 22, an operation history storage unit 23, and an explicit knowledge information storage unit 24.

[0046] (User Information Storage Unit 21) The user information storage unit 21 stores user information, which is information about each user U in a specific organization. For example, the user information storage unit 21 stores searchable information including information indicating the attributes of each user U in a specific organization as user information.

[0047] 4 is a diagram showing an example of a user information table stored in the user information storage unit 21 in the storage unit 20 of the information processing device 1 according to the embodiment. The user information table shown in FIG. 4 includes information such as a user name, year of joining the company, department, position, and time of taking up the position, which is associated with each user U.

[0048] 4, the user information table also includes contact information for each user U. The contact information for user U includes an account on the organization's SNS, an extension number, an internal email address, etc. Although not shown in FIG. 4, the user information table also includes information such as the user's past department, position, and time of appointment.

[0049] (Usage History Storage Unit 22) The usage history storage unit 22 stores the usage history of the information processing device 1 by each user U. For example, the user information storage unit 21 stores information including the search history of each user U in a searchable manner as usage history.

[0050] 5 is a diagram showing an example of a usage history table stored in the usage history storage unit 22 in the storage unit 20 of the information processing device 1 according to the embodiment. The usage history table shown in Fig. 5 includes information associated with each search query so that information such as the search date, the search user, the search query, and user information at the time of the search can be searched.

[0051] The search user is the user U who sent the search query from the terminal device 2, and the user information at the time of search is user information of the search user at the time of search, for example, information indicating the attributes of the search user.

[0052] (Operation History Storage Unit 23) The operation history storage unit 23 stores the operation history of each user U on the business system 3. The operations on the business system 3 include, for example, operations on a UI (User Interface) such as buttons and menus, operations to input information to the business system 3, and operations to display various types of information in the business system 3, but are not limited to these examples.

[0053] 6 is a diagram showing an example of an operation history table stored in the operation history storage unit 23 in the storage unit 20 of the information processing device 1 according to the embodiment. The operation history table shown in Fig. 6 includes information in which information such as the operation date, the operating user, the operation target, the operation content, and user information at the time of the operation are associated in units of a period from login to logout of the business system 3.

[0054] The operating user is a user U who operates the business system 3 using the terminal device 2. The operation content is the content of the operation performed by the user U. The user information at the time of operation is user information at the time of the operation by the operating user. The operation target is information indicating the type of the business system 3.

[0055] (Explicit knowledge information storage unit 24) The explicit knowledge information storage unit 24 stores, in a searchable manner, explicit knowledge information such as information indicating manuals for each business operation for each department (for example, business procedure manuals, business flows, checklists, reports, training materials, etc.), information indicating operation manuals for each business system, and information indicating policies and guidelines for action for a specific organization.

[0056] (Processing Unit 30) The processing unit 30 is realized using a processor such as a CPU (Central Processing Unit) or a GPU (Graphics Processing Unit), and executes a processing program stored in the storage unit 20. As a result, the processing unit 30 functions as a reception unit 31, a registration unit 32, a search unit 33, a determination unit 34, an identification unit 35, and a provision unit 36, as illustrated in FIG. 3, to execute information processing. Note that these functional units may each be implemented in different hardware, or some of them may be implemented in different hardware. The processing unit 30 may also include other functional units.

[0057] (Reception unit 31) The reception unit 31 receives various queries from the user U transmitted from the terminal device 2. For example, the reception unit 31 receives a search query from the user U transmitted from the terminal device 2. As described above, the user U is an organization member who belongs to a specific organization.

[0058] The search query includes information indicating what the user U wants to search for, such as, but not limited to, information indicating one or more search keywords or phrases or information indicating a sentence indicating what the user U wants to search for. For example, the search query may include information indicating an image of the target that the user U wants to search for.

[0059] The search query may also be associated with search target type information, which is information indicating the type of search target specified by the user U, and transmitted to the information processing device 1. The specified types of search target are, for example, explicit knowledge and know-how, but are not limited to these examples. By operating the terminal device 2, the user U can cause the terminal device 2 to transmit search query information including the search query and the search target type information to the information processing device 1.

[0060] The reception unit 31 also receives a registration request from the user U transmitted from the terminal device 2. The registration request includes information that the user U is to register in the information processing device 1. The information to be registered in the information processing device 1 is, for example, information to be stored in the user information storage unit 21, the explicit knowledge information storage unit 24, or the like.

[0061] The reception unit 31 also receives information transmitted from the business system 3 via the communication unit 10. The information transmitted from the business system 3 is, for example, an operation history of the user U on the business system 3, and includes information such as the operation date (or operation date and time), the operating user, the operation target, the operation content, and user information at the time of the operation.

[0062] Furthermore, the reception unit 31 receives information transmitted from the intra-organization SNS server 4 via the communication unit 10. The information transmitted from the intra-organization SNS server 4 is posted information, which is information related to comments posted by each user U on the intra-organization SNS, and includes information such as the content of the comment, the date and time of the comment, the user who made the comment, and the recipient of the comment, but is not limited to such examples.

[0063] (Registration unit 32) The registration unit 32 stores information in the storage unit 20, thereby registering or updating information in the storage unit 20. For example, when a registration request is accepted by the acceptance unit 31, the registration unit 32 indexes the information included in the registration request and stores the indexed pieces of information in the storage unit 20, thereby registering or updating the information included in the registration request in the storage unit 20.

[0064] For example, when user information is included in the registration request accepted by the accepting unit 31, the registering unit 32 indexes the user information included in the registration request and stores the indexed pieces of information in the user information storage unit 21. The registering unit 32 categorizes and indexes the user information included in the registration request into, for example, user name, year of joining the company, department, position, time of joining the department, and the like.

[0065] Furthermore, when explicit knowledge information is included in the registration request accepted by the accepting unit 31, the registering unit 32 stores the explicit knowledge information included in the registration request in the explicit knowledge information storage unit 24, thereby registering or updating the explicit knowledge information in the explicit knowledge information storage unit 24. When the explicit knowledge information included in the registration request is a manual, the registering unit 32 classifies and indexes the explicit knowledge information, for example, into function chapters (e.g., chapters related to the contents of the functions), trouble chapters (e.g., chapters related to troubles and errors), etc.

[0066] Furthermore, the registration unit 32 stores search information including the search query received by the reception unit 31, the date (or time and date) when the search query was received, information about the user U who sent the search query, etc. in the usage history storage unit 22, thereby registering or updating the search information in the operation history storage unit 23. Note that the search information stored in the usage history storage unit 22 may include information indicating the search results.

[0067] In addition, when the operation history transmitted from the business system 3 is accepted by the acceptance unit 31, the registration unit 32 stores the operation history accepted by the acceptance unit 31 in the operation history memory unit 23, thereby registering or updating the operation history in the operation history memory unit 23.

[0068] Furthermore, when the reception unit 31 receives posted information transmitted from the internal SNS server 4, the registration unit 32 stores the posted information received by the reception unit 31 in a posted information storage unit (not shown), thereby registering or updating the operation history in the posted information storage unit. The posted information storage unit is included in the storage unit 20.

[0069] (Search unit 33) When search target type information is associated with the search query received by the receiving unit 31 and the specified type indicated by the search target type information is explicit knowledge, the search unit 33 searches the explicit knowledge information storage unit 24 for explicit knowledge information corresponding to the search query.

[0070] For example, when the content of the search query accepted by the accepting unit 31 is a sentence, the searching unit 33 can divide the sentence into one or more keywords and, based on the one or more keywords, acquire explicit knowledge information corresponding to the content of the search query from the explicit knowledge information storage unit 24. The process of dividing into one or more keywords can be performed using, for example, natural language processing technology or generative AI.

[0071] The generative AI may be, for example, a text generation AI or a multimodal generation AI. The text generation AI may be, for example, a large-scale language model, such as, but not limited to, a transformer-based model or a recurrent neural network (RNN)-based model. The multimodal generation AI may be, for example, a generative AI that can generate text or images from text or images.

[0072] Furthermore, for example, when the content of the search query accepted by the accepting unit 31 is a sentence, the searching unit 33 may be configured to vectorize the sentence and acquire explicit knowledge information that has a high similarity to the vectorized sentence from the explicit knowledge information storage unit 24. In this case, the explicit knowledge information is also vectorized.

[0073] Furthermore, even when search target type information is not associated with the search query accepted by the accepting unit 31, the searching unit 33 can search for explicit knowledge information corresponding to the search query from the explicit knowledge information storage unit 24. In this case, the searching unit 33 preferentially acquires, from the explicit knowledge information storage unit 24, explicit knowledge information registered by the target user identified by the identifying unit 35 and corresponding to the search query.

[0074] (Determination unit 34) When a search query is accepted by the acceptance unit 31, the determination unit 34 determines the context of the user U. For example, the determination unit 34 determines the context of the user U based on the search query accepted by the acceptance unit 31 and information about the user U.

[0075] The determination unit 34, for example, acquires from the memory unit 20 at least one of information indicating user U's attributes in a specific organization and user U's operation history regarding a specific target as information about user U, and determines user U's context using the acquired information about user U.

[0076] The information of the user U is one or more of information indicating the user U's attributes in the specific organization and the user U's most recent (for example, within one hour or on the same day) operation history for the specific target, but is not limited to such examples and may include, for example, the user U's most recent movement history within the specific organization. The movement history is information acquired from, for example, a smartphone owned by the user U.

[0077] The attributes of the user U in the specific organization include, for example, the year of joining the specific organization, the department to which the user U belongs, the position, and the time of joining the department, but are not limited to these examples. The department to which the user U belongs is the department to which the user U belongs, and the time of joining the department is the time of joining the department (for example, the date of joining).

[0078] As described above, user U's operation history with respect to a specific target is, for example, if the specific target is business system 3, it is user U's operation history with respect to business system 3, and if the specific target is business equipment, which is equipment used for business, it is user U's operation history with respect to business equipment.

[0079] The context of the user U is the background and circumstances of the search behavior of the user U, and the determination unit 34 determines the content of the search by the user U and the circumstances in which the user U is placed as the context of the user U. The circumstances in which the user U is placed include, for example, the year the user U joined the company, the department to which the user belongs, the position, the time when the user U started working in the department, etc., but are not limited to these examples.

[0080] The determination unit 34 determines, for example, the attributes of the user U in a specific organization as the situation in which the user U is placed, or determines the most recent operation history of the user U on a specific object as the situation in which the user U is placed.

[0081] Based on the information of user U stored in the user information storage unit 21, the judgment unit 34 judges user U's attributes in a specific organization (for example, at least one of user U's year of joining the company, department, position, and time of joining the department) as part or all of the situation in which user U is placed.

[0082] Based on the information of user U stored in the operation history memory unit 23, the judgment unit 34 identifies, for example, user U's most recent operation of the business system 3 and the frequency of use of each function of the business system 3 as part or all of the situation in which user U is placed.

[0083] In addition, instead of determining the content of user U's search and the situation in which user U is placed as user U's context, the determination unit 34 can also determine the situation in which user U is placed as user U's context.

[0084] The determination unit 34 breaks down the search query from the user U into a search target category, a search target name, a search target content, etc., and determines the search target category, the search target name, and the search target content obtained by the break down as the search content of the user U. The determination unit 34 can break down the search content of the user U by natural language processing, or can break down the search content of the user U by using generation AI.

[0085] The search target category is, for example, the name of the business system 3, the name of the business, etc. The names of the business system 3 are, for example, but not limited to, a business trip expense management system, an approval system, a personnel management system, a project management system, etc. The names of the business are, for example, but not limited to, a business trip application, a business trip settlement, an approval application, employee management, recruitment management, project planning, project progress management, etc.

[0086] If the category of the search target is the name of the business system 3, the name of the search target is indicated by the function of the search target that the user U wants to search for. For example, if the category of the search target is the approval system, the name of the search target is indicated by the function of the approval system, such as approval, retroactive, or withdrawal.

[0087] The content of the search target is, for example, specific information that the user U wants to know about the search target, such as how to use it, how to solve a problem, how to deal with an error, etc., but is not limited to such examples.

[0088] The determination unit 34 has dictionary information on the category of the search target, dictionary information on the name of the search target, and dictionary information on the content of the search target, and can use this dictionary information to break down the search query from user U into the category of the search target, the name of the search target, the content of the search target, etc.

[0089] The dictionary information of the search target category is information that lists the names of the business system 3 and the names of the business, the dictionary information of the search target name is information that lists the names of the search target, and the dictionary information of the search target content is information that lists the terms for classifying the search target content and the search target content in association with each other. For example, the dictionary information of the search target content associates a "character string including a negation" with the search target content "content of the abnormality" or "resolution of the abnormality."

[0090] In addition, the judgment unit 34 can input input information including the search query and instructions to break down the search query into the category of the search target, the name of the search target, and the content of the search target to the generation AI, and cause the generation AI to output the category of the search target, the name of the search target, and the content of the search target.

[0091] An instruction to decompose a search query into a search target category, a search target name, and a search target content is indicated, for example, by a string such as "Please decompose the given search query into a search target category, a search target name, and a search target content." The input information may include information indicating examples of the search query, the search target category, the search target name, and the search target content, as well as the above-mentioned dictionary information.

[0092] (Identification Unit 35) The identification unit 35 identifies, as target users, other users U whose past or present context is similar to or matches the context of the user U determined by the determination unit 34 and who belong to a specific organization.

[0093] For example, the identification unit 35 identifies, from among a plurality of users U whose information is stored in the storage unit 20, other users U whose past or present contexts are similar to or match the context of the user U determined by the determination unit 34. For example, the identification unit 35 identifies, as target users, other users U whose search content matches with the user U at a degree of match equal to or greater than a threshold and whose situation matches with the user U at a degree of match equal to or greater than a threshold.

[0094] The degree of match of the search content is indicated by, for example, the number of matches among the search target category, the search purpose, the search target content, etc. The information processing device 1 breaks down the content of the search query into the search target category, the search purpose, the search target content, etc., and determines the degree of match of the search content.

[0095] The identification unit 35 can also vectorize the search content using a sentence embedding model or the like and calculate the cosine similarity between the vectors as the degree of match of the search content. The identification unit 35 can also calculate the similarity between the search content as the degree of match of the search content using TF-IDF (Term Frequency-Inverse Document Frequency).

[0096] The degree of match of the situation is indicated by, for example, the number of matches among the year of joining the company of user U in a specific organization, the department to which he / she belongs, his / her job title, the time of joining the department, and his / her operation history for the business system 3. The department to which he / she belongs, his / her job title, and the time of joining the department of another user U to be compared with user U are, but are not limited to, past or present department to which he / she belongs, his / her job title, and the time of joining the department.

[0097] The identification unit 35 can also calculate the degree of match of the situation by adding a weighted value of similarities between two or more of the year of joining the company, the department, the position, the time of joining the department, and the operation history of the business system 3. In this case, the similarity is set to, for example, "1" if there is a match and "0" if there is no match, but the match is not limited to an exact match and also includes a near match. The similarity of the operation history indicates, for example, how similar the most recent operation procedure by the user U is to the past operation procedures by another user U, and is expressed, for example, by the degree of match of the operation procedures.

[0098] Furthermore, when there are multiple other users U whose search content matches the user U's search content at a threshold or higher and whose situation matches the user U's situation at a threshold or higher, the identification unit 35 determines each of these multiple other users U as a target user candidate. When there are multiple target user candidates, the identification unit 35 can also determine the similarity of the content of comments made by each of these multiple target user candidates and the user U on the intra-organization SNS.

[0099] In this case, the identification unit 35 can determine, as the target user, a target user candidate among multiple target user candidates whose utterance content has a similarity equal to or higher than a threshold value or the highest similarity with user U. The similarity of the utterance content is determined, for example, in a business whose name is included in the utterance content, based on the tendency of the utterance content, such as the frequency and timing of using the same words for things that the user wants to do or know, but is not limited to such an example.

[0100] Furthermore, the identification unit 35 can, for example, determine how each of a plurality of target user candidates and user U uses the business system 3, and determine, as the target user, a target user candidate whose usage of the business system 3 is at or above a threshold value or most similar to user U's usage of the business system 3. The similarity in usage of the business system 3 is determined based on, but is not limited to, the usage trends of the business system 3, such as the access frequency and access time for each function. The usage trends can also be called usage trends.

[0101] 7 is a diagram illustrating an example of a method for identifying a target user by the identification unit 35 in the processing unit 30 of the information processing device 1 according to the embodiment. In the example illustrated in FIG. 7, the identification unit 35 １ In relation to this, the period since the date of joining the department is the same, and the same search query is made by the same person in the same situation at the same time on terminal device 2. ２ User U sent from ２ User U １ The target user is determined to be another user U whose context is similar to or matches the context of the user.

[0102] The same period of time from the date of joining the department means, for example, the second day, the second week, or the second month from the date of joining, but is not limited to such examples and may be, for example, within one month, within two months, etc.

[0103] For example, user U １ In the example shown in FIG. 7, the degree of match between the user U and the situation is equal to or greater than a threshold. １ , U ２ However, the present invention is not limited to this example. Similar search queries are those in which the degree of match of the search content is equal to or greater than a threshold. In the example shown in FIG. 7, the search query Q １ Contents and search query Q ２ However, the degree of match with the content of the document is not limited to this example.

[0104] 8 is a diagram showing another example of a method for identifying a target user by the identification unit 35 in the processing unit 30 of the information processing device 1 according to the embodiment. In the example shown in FIG. ２ , U ３ is a target user candidate, and user U ２ , U ３ Among them, users U in the organization's SNS ２ Statement by R ３ and user U １ Statement by R ５ The similarity between the user U and the user U is equal to or greater than the threshold value. ２ , U ３ Of these, user U ２ Identify as the target users.

[0105] The identification unit 35 can also identify, as the target user, a target user candidate whose utterance content has the highest similarity or is equal to or greater than a threshold value, with respect to the period elapsed since the date of taking up a position at the department to which the user belongs. Note that the identification unit 35 can identify, as the target user, a target user candidate whose utterance content has the similarity equal to or greater than a threshold value, or ... with respect to the user U. １ It is possible to identify as target users candidate users who have the same tendency in terms of frequency or timing of utterances and whose utterance contents have a similarity to the utterance contents of the user who has utterances of the user that is equal to or greater than a threshold value.

[0106] 9 is a diagram showing yet another example of a method for identifying a target user by the identification unit 35 in the processing unit 30 of the information processing device 1 according to the embodiment. ２ , U ３ is a target user candidate, and user U １ and user U ２ The similarity of the frequency of use of the function α of the business system 3 between the user U and the user α is equal to or greater than a threshold value. １ and user U ２ Therefore, the identification unit 35 identifies the user U ２ , U ３ Of these, user U ２ Identify as the target users.

[0107] The identification unit 35 can also identify as target users candidate users who have the highest similarity in frequency of use of a specific function or who have a threshold or more in frequency of use of a specific function during the same period since the date of joining the department.

[0108] Note that the method for identifying the target user by the identification unit 35 is not limited to the above-described example. For example, the identification unit 35 can also identify, as the target user, another user U whose past or present attributes (e.g., department and position) in a specific organization are similar to or match the attributes (e.g., department and position) of the user U.

[0109] The identification unit 35 can also identify, as the target user, another user U who has performed a search using a search query whose content is similar to or matches the content of the search query of the user U. The identification unit 35 can also identify, as the target user, another user U who has an operation history (e.g., an operation history for a travel expense management system) that is similar to or matches the operation history of the user U (e.g., an operation history for a travel expense management system).

[0110] (Providing unit 36) The providing unit 36 ​​provides the user U with information corresponding to the query accepted by the accepting unit 31. For example, the providing unit 36 ​​provides the user U with information corresponding to the search query accepted by the accepting unit 31. The providing unit 36 ​​provides the user U with the information by transmitting the information to the terminal device 2 via the communication unit 10.

[0111] For example, when the specified type of the search query received by the receiving unit 31 is explicit knowledge, the providing unit 36 ​​provides explicit knowledge information according to the content of the search query acquired by the searching unit 33 as the provided information.

[0112] Furthermore, when the specified type of the search query received by the receiving unit 31 is know-how, the providing unit 36 ​​provides information about the target user identified by the identifying unit 35 as the information to be provided.

[0113] In addition, if the search query accepted by the accepting unit 31 does not have a specified type, the providing unit 36 ​​provides information as the provided information that includes explicit knowledge information corresponding to the content of the search query acquired by the searching unit 33 and information about the target user identified by the identifying unit 35.

[0114] The providing unit 36 ​​acquires, for example, target user information, which is information about the target user identified by the identifying unit 35, from the storage unit 20. The target user information is information including information indicating contact information for the target user or information for connecting to the target user.

[0115] The information including information indicating the target user's contact information is, for example, information indicating the target user's name, information indicating the department to which the target user belongs, information indicating the target user's contact information, etc. The target user's contact information is, for example, an account on an internal SNS, an extension number, an internal email address, etc., but is not limited to these examples.

[0116] Information for connecting to the target user includes, for example, redirect information to content (e.g., SNS screen) for making calls or messaging via the target user's SNS, and redirect information to content such as a sending form to the target user's email address, but is not limited to such examples.

[0117] The providing unit 36 ​​transmits the provided information including the acquired target user information to the terminal device 2, thereby providing the provided information to the user U. The terminal device 2 receives the provided information transmitted from the providing unit 36 ​​and displays the received provided information. This allows the user U of the terminal device 2 to easily grasp target users whose context is similar to or matches the past or present context of the user U, and the information processing device 1 can support smooth matching of know-how transfer between the users U.

[0118] In addition, if information corresponding to the search query cannot be searched from an internal or external database, the providing unit 36 ​​can provide the user U with provided information including the target user information, and if information corresponding to the search query can be searched, the providing unit 36 ​​can also provide the user U with provided information included in the search results.

[0119] Furthermore, when there is information about the target user as information corresponding to the search query received by the receiving unit 31, the providing unit 36 ​​can also provide the information about the target user preferentially to the user U. The information about the target user is, for example, an operation history, comment content, search query, etc., performed by the target user during the same period since the start date as the search user, but is not limited to such examples.

[0120] 4. Processing Procedure Next, a processing procedure of the embodiment will be described with reference to Fig. 10. Fig. 10 is a flowchart showing an example of information processing by the processing unit 30 of the information processing device 1 according to the embodiment. The processing shown in Fig. 10 is processing that starts when, for example, a processing start request is received by the processing unit 30 of the information processing device 1.

[0121] 10, the processing unit 30 of the information processing device 1 determines whether or not a registration request for explicit knowledge information has been received (step S10). If the processing unit 30 determines that the registration request for explicit knowledge information has been received (step S10: Yes), the processing unit 30 updates the explicit knowledge information table stored in the storage unit 20 based on the explicit knowledge information included in the registration request (step S11).

[0122] When the processing of step S11 is completed or when it is determined that a request for registration of explicit knowledge has not been received (step S10: No), the processing unit 30 determines whether a request for registration of user information has been received (step S12).When it is determined that a request for registration of user information has been received (step S12: Yes), the processing unit 30 updates the user information table stored in the storage unit 20 based on the user information included in the registration request (step S13).

[0123] When the processing of step S13 is completed or when it is determined that a request for registering user information has not been received (step S12: No), the processing unit 30 determines whether a search query has been received (step S14). When it is determined that a search query has been received (step S14: Yes), the processing unit 30 executes a process for responding to the search query (step S15). The process of step S15 corresponds to steps S20 to S27 shown in FIG. 11 and will be described in detail later.

[0124] When the processing of step S15 is completed or when it is determined that a search query has not been received (step S14: No), the processing unit 30 determines whether or not the operation end timing has arrived (step S16). The processing unit 30 determines that the operation end timing has arrived when, for example, the power of the information processing device 1 is turned off.

[0125] If the processing unit 30 determines that the operation end time has not arrived (step S16: No), it proceeds to step S10, and if it determines that the operation end time has arrived (step S16: Yes), it terminates the processing shown in Figure 10.

[0126] FIG. 11 is a flowchart showing an example of a response process to a search query by the processing unit 30 of the information processing device 1 according to the embodiment.

[0127] 11 , the processing unit 30 determines whether the specified type of the search query is know-how (step S20). If the processing unit 30 determines that the specified type of the search query is know-how (step S20: Yes), the processing unit 30 determines the context of the user U based on the content of the search query and information about the user U (step S21).

[0128] Next, the processing unit 30 identifies another user U whose context is similar to or matches the context of the user U as a target user (step S22). Then, the processing unit 30 acquires information about the target user (e.g., contact information of the target user) (step S23).

[0129] When the processing of step S23 is completed or when it is determined that the specified type of the search query is not know-how (step S20: No), the processing unit 30 determines whether the specified type of the search query is explicit knowledge or none (step S24).When it is determined that the specified type of the search query is explicit knowledge or none (step S24: Yes), the processing unit 30 acquires information corresponding to the search query from the explicit knowledge information table (step S25).

[0130] When the processing of step S25 is completed, or when the processing unit 30 determines that the specified type of the search query is not explicit knowledge or none (step S24: No), the processing unit 30 provides the acquired information to the user U as answer information (step S26), updates the usage history table (step S27), and terminates the processing shown in Figure 11.

[0131] 5. Effects The information processing device 1 according to this embodiment includes a receiving unit 31, a determining unit 34, an identifying unit 35, and a providing unit 36. The receiving unit 31 receives a search query from a user U belonging to an organization. The determining unit 34 determines the context of the user U based on the search query received by the receiving unit 31 and information about the user U. The identifying unit 35 identifies, as target users, other users U belonging to the organization whose past or present context is similar to or matches the context of the user U determined by the determining unit 34. The providing unit 36 ​​provides information about the target users identified by the identifying unit 35. This enables the information processing device 1 to support smooth matching between users U for the transfer of know-how. For example, in the past, users performed their work without considering sharing know-how, or users U who could potentially become predecessors after a transfer intentionally accumulated know-how and explicitly handed it over. However, the information processing device 1 can provide a mechanism that allows a group of users U belonging to an organization to unconsciously contribute to advance preparations for handover while performing their usual work. Furthermore, the information processing device 1 can select a user U who is in a similar situation to the user U from a group of users U who belong to a specific organization. The user U who will become the successor can obtain information about people who are likely to have tacit knowledge and solutions through searches in the course of their daily work, and can smoothly proceed with solving the problem.

[0132] Furthermore, the determination unit 34 determines the context of the user U based on the search query received by the reception unit 31 and the information about the user U. This enables the information processing device 1 to support smoother matching between users U for the transfer of know-how.

[0133] Furthermore, the determination unit 34 determines the context of the user U by using at least one of information indicating the attributes of the user U in the organization and the operation history of the user U on a specific target as information about the user U. This enables the information processing device 1 to support smoother matching of know-how transfer between the users U.

[0134] Furthermore, the determination unit 34 determines the target user by further using the similarity of the content of comments made on SNS in the organization of the user U. This allows the information processing device 1 to support smoother matching between the users U for the transfer of know-how.

[0135] The providing unit 36 ​​also provides the information indicating the contact information of the target user. This allows the information processing device 1 to support smoother matching of know-how transfer between users U. For example, the information processing device 1 presents other users U who can be contacted by a user U who wants information, thereby enabling know-how within the group to be passed on and developed.

[0136] [6. Hardware Configuration] The components of each device shown in the figures are conceptual functional components and do not necessarily have to be physically configured as shown. In other words, the specific form of distribution and integration of each device is not limited to that shown, and all or part of the devices can be functionally or physically distributed and integrated in any unit depending on various loads, usage conditions, etc. Furthermore, all or any part of the processing functions performed by each device can be realized by a CPU and a program analyzed and executed by the CPU, or can be realized as hardware using wired logic.

[0137] Furthermore, among the processes described in this embodiment, all or part of the processes described as being performed automatically can also be performed manually using known methods. In addition, the information including the processing procedures, control procedures, specific names, various data, and parameters shown in the drawings can be changed as desired unless otherwise specified.

[0138] [Program] In one embodiment, the various devices constituting the information processing device 1 can be implemented by installing the above-described prediction program as package software or online software on a desired computer. For example, by executing the above-described prediction program on an information processing device, the various devices constituting the information processing device 1 can function. The information processing device referred to here includes desktop and notebook personal computers. In addition, the information processing device also includes mobile communication terminals such as smartphones and mobile phones, and even slate terminals such as PDAs (Personal Digital Assistants).

[0139] 12 is a diagram showing an example of a computer in which the information processing device 1 according to this embodiment is realized. The computer 1000 has, for example, a memory 1010 and a CPU 1020. The computer 1000 also has a hard disk drive interface 1030, a disk drive interface 1040, a serial port interface 1050, a video adapter 1060, and a network interface 1070. These components are connected by a bus 1080.

[0140] The memory 1010 includes a ROM (Read Only Memory) 1011 and a RAM 1012. The ROM 1011 stores a boot program such as a BIOS (Basic Input Output System). The hard disk drive interface 1030 is connected to a hard disk drive 1090. The disk drive interface 1040 is connected to a disk drive 1100. A removable storage medium such as a magnetic disk or optical disk is inserted into the disk drive 1100. The serial port interface 1050 is connected to a mouse 1110 and a keyboard 1120, for example. The video adapter 1060 is connected to a display 1130, for example.

[0141] The hard disk drive 1090 stores, for example, an OS 1091, an application program 1092, a program module 1093, and program data 1094. That is, a program that defines each process of the various devices that make up the information processing device 1 is implemented as a program module 1093 in which computer-executable code is written. The program module 1093 is stored, for example, in the hard disk drive 1090. For example, a program module 1093 for executing processes similar to those of the functional configurations of the various devices that make up the information processing device 1 is stored in the hard disk drive 1090. Note that the hard disk drive 1090 may be replaced with an SSD (Solid State Drive).

[0142] Furthermore, setting data used in the processing of the above-described embodiment is stored as program data 1094, for example, in the memory 1010 or the hard disk drive 1090. The CPU 1020 then reads the program module 1093 or the program data 1094 stored in the memory 1010 or the hard disk drive 1090 into the RAM 1012 as necessary, and executes the processing of the above-described embodiment.

[0143] The program module 1093 and program data 1094 are not limited to being stored in the hard disk drive 1090, but may also be stored in, for example, a removable storage medium and read by the CPU 1020 via the disk drive 1100. Alternatively, the program module 1093 and program data 1094 may be stored in another computer connected via a network (such as a LAN or WAN). The program module 1093 and program data 1094 may then be read by the CPU 1020 from the other computer via the network interface 1070.

[0144] [7. Other] While the present embodiment has been described above, the present embodiment is not limited by the descriptions and drawings that form part of the disclosure. In other words, other embodiments, examples, and operational techniques made by those skilled in the art based on the present embodiment are all included in the scope of the present embodiment.

[0145] 1 Information processing device 2, 2 １ , 2 ２ , ..., 2 ｎ Terminal device 3, 3 １ ~3 ｍ Business system 4 In-organization SNS server 10 Communication unit 20 Storage unit 21 User information storage unit 22 Usage history storage unit 23 Operation history storage unit 24 Explicit knowledge information storage unit 30 Processing unit 31 Reception unit 32 Registration unit 33 Search unit 34 Determination unit 35 Identification unit 36 ​​Provision unit 100 Information processing system N Network

Claims

1. An information processing device comprising: a reception unit that receives search queries from users belonging to an organization; a determination unit that determines the context of the user based on the search query received by the reception unit and information about the user; an identification unit that identifies other users who belong to the organization and whose past or present context is similar to or matches the context of the user determined by the determination unit as target users; and a provision unit that provides information about the target users identified by the identification unit.

2. The information processing device described in claim 1, characterized in that the determination unit determines the user's context using at least one of information indicating the user's attributes in the organization and the user's operation history with respect to a specific target as information about the user.

3. The information processing device according to claim 1 or 2, characterized in that the providing unit provides information indicating the target user's contact information as information about the target user.

4. An information processing method executed by an information processing device, comprising: a reception step of receiving a search query from a user belonging to an organization; a determination step of determining the context of the user based on the search query received in the reception step and information about the user; an identification step of identifying, as target users, other users who belong to the organization and whose past or present contexts are similar to or match the context of the user determined in the determination step; and a provision step of providing information about the target users identified in the identification step.

Images