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

Abstract

An information processing device according to an embodiment of the present invention performs processing by at least one processor, and comprises: a preset general external knowledge database; a preset internal knowledge database; an input reception unit that receives an input; a search unit that uses a large language model, the general external knowledge database, and the internal knowledge database as reference sources and performs search-augmented generation on the input on the basis of a reference result from at least one of the general external knowledge database and the internal knowledge database among the reference sources; a response generation unit that generates, on the basis of a search result of the search unit, one or more response information items related to the input; and an output control unit that outputs the response information items so as to be presented in association with the reference sources. Accordingly, it is possible to easily provide information related to business operations.

Description

Information Processing Apparatus, Information Processing System, Information Processing Method, and Recording Medium

[0001] The present disclosure relates to an information processing apparatus, an information processing system, an information processing method, and a recording medium.

[0002] Conventionally, there has been proposed a document creation apparatus including a reception unit that receives an input of a document capable of performing pinpoint access to necessary information and non-leaking investigation of related information from all professional documents, a division unit that divides the document into a plurality of sections, a keyword tag generation unit that generates keyword tags for each of the plurality of sections divided by the division unit, a determination unit that determines whether a statement suggesting a reference is included in the plurality of sections, and a specification unit that specifies a reference destination section when a statement suggesting a reference is included.

[0003] Japanese Patent Application Laid-Open No. 2021-064143

[0004] However, it is not easy to access and investigate appropriate information in the business within an organization. An embodiment of the present invention aims to provide an information processing apparatus, an information processing system, an information processing method, and a recording medium capable of easily providing information related to business.

[0005] The information processing apparatus according to the embodiment is an information processing apparatus that performs processing by at least one processor, and includes a preset general external knowledge database, a preset internal knowledge database, an input reception unit that receives an input, a search unit that performs search expansion generation based on a reference result of at least one of the large language model, the general external knowledge database, and the internal knowledge database with respect to the input, a response generation unit that generates one or more response information related to the input based on the search result of the search unit, and an output control unit that outputs the response information in association with the reference source for presentation.

[0006] Figure 1 is an overview diagram of the information processing system according to the embodiment. Figure 2 is an overview block diagram of the server according to the embodiment. Figure 3 is an overview block diagram of the terminal device according to the embodiment. Figure 4 is an explanatory diagram of an example of the database configuration according to the embodiment. Figure 5 is a block diagram showing an example of the functional configuration of the server according to the embodiment. Figure 6 is an overview sequence flowchart of the information processing system according to the embodiment. Figure 7 is an explanatory diagram of the question input screen according to the embodiment. Figure 8 is an explanatory diagram of the first answer information screen according to the embodiment. Figure 9 is a processing flowchart of the operation content corresponding processing according to the embodiment. Figure 10 is an explanatory diagram of the answer information screen when the reference source information selection tab TB3 according to the embodiment is selected.

[0007] Hereinafter, embodiments of the information processing apparatus, information processing system, information processing method, information processing program, and recording medium related to this disclosure will be described with reference to the drawings. In the following description, components having similar functions and configurations will be denoted by the same reference numerals, and redundant explanations may be omitted.

[0008] In the description of this disclosure, "determining whether it is A" may mean "determining whether it is A", "determining whether it is not A", or "determining whether or not it is A".

[0009] In the following embodiment, we will describe an information processing system as an example that provides information to address problems that arise within the company and themes / issues that should be considered from a management perspective. This information includes, for example, legal regulations and internal rules that should be applied to resolve the problem, contacts for consultation regarding the resolution of the problem, and application procedures that should be carried out to resolve the problem, all while reducing the burden on the management department and enabling each business unit to handle these issues as much as possible.

[0010] In this embodiment, external knowledge refers to general knowledge that contributes to understanding and resolving problems that may arise within an organization. For example, it is data of documents created from an expert's perspective by a specialist in a particular field or job category, concerning matters related to problems or consultations that are expected to occur within the organization. For example, it is documents containing knowledge that contributes to responding to problems, grasping issues, and resolving them, such as certain rules or standards, regulations, laws, or customs, or practical knowledge. It is also general knowledge related to the organization's operations. Furthermore, it is also standards that contribute to problem solving, such as laws and regulations or guidelines issued by public institutions or industry associations. The specialist who creates the external knowledge is preferably an individual or corporation holding various qualifications such as a lawyer, certified public accountant, tax accountant, patent attorney, administrative scrivener, or social insurance labor consultant, or a specialist consultant or domain expert with deep experience and expertise in each field, but it is acceptable as long as the person can create knowledge suitable for searching and generating answers. In this specification, external knowledge may be referred to as specialized knowledge. In this specification, a general external knowledge database refers to a database that stores external knowledge.

[0011] In this case, the format of the text data is not restricted, but it may be in text format. Furthermore, it is preferable that the text data be database-organized with supplementary information such as keywords, search terms, sources, and referenced laws. It is also preferable that metadata corresponding to the data (version, creation date, update date, creator, updater, etc.) be associated as supplementary information. This supplementary information may be included in external knowledge, or it may be linked to external knowledge in an external knowledge database.

[0012] In this embodiment, the text may be written in Japanese or in another language such as English. The text may also include bullet points, clauses, and words. External or internal knowledge may include tables, charts, and the like.

[0013] In this embodiment, internal knowledge refers to knowledge specific to or individual to an organization, such as a company, that contributes to understanding and resolving problems that may arise within that organization (i.e., knowledge that is not used by users of other organizations, even if they use the same system). Examples include data (including files containing data) corresponding to internal regulations (e.g., company rules, regulations, guidelines) for the entire company or for each business unit, Q&A data that digitizes Q&A for each business unit, manual data that digitizes manuals for each business unit, and past case studies for each business unit (reports on problems, history of past operations, etc.) related to knowledge used within the company. It is preferable that internal knowledge be set up for each department of the organization that is closely related to that internal knowledge. This makes it easy for each department to manage and maintain internal knowledge in each area. In this specification, internal knowledge may sometimes be referred to as internal knowledge.

[0014] In this embodiment, external or internal knowledge is described in text. This facilitates maintenance in response to legal revisions, etc., and makes it easy for users to verify the information when they receive answers to their questions. Furthermore, external or internal knowledge may be registered as files. For example, company regulations are often stored as PDF files; these PDF files can be uploaded to a server and used as internal company knowledge.

[0015] External and internal knowledge data should preferably be appropriately created to improve the accuracy of searches or the generation of response information, as described later. For example, it is preferable that each piece of knowledge data includes one topic. It is also preferable that a piece of knowledge data does not include multiple topics, and that a single topic is not divided into multiple pieces of knowledge data. Furthermore, it is preferable that each topic has an appropriate number of characters. In addition, it is preferable to include appropriate keywords, titles, headings, and lead sentences that express the topic and content within the knowledge data. This makes it easier to obtain knowledge data containing appropriate topics as search results, and allows for obtaining the information necessary for response generation as accurately as possible. Therefore, the accuracy of responses based on external or internal knowledge can be improved.

[0016] Furthermore, it is preferable that external knowledge possesses more characteristics than internal knowledge that enhance the accuracy of searches or the generation of answer information as described above. Although creating knowledge data in the form described above is time-consuming, having a vendor who understands the technologies that constitute the system, such as search and generation, create the external knowledge data that can be provided to multiple users reduces the burden on users and allows them to obtain more appropriate answers.

[0017] In this embodiment, the database may have a graph structure. That is, each piece of knowledge data may be represented as a single node, and the relationships between nodes may be represented by edges and properties. This network-like structure of knowledge data allows for rapid retrieval of appropriate data.

[0018] In this specification, we do not particularly distinguish between the data of individual (single) external knowledge (expertise) or internal knowledge (company knowledge) described above and the collection of data of external knowledge (expertise) or internal knowledge (company knowledge), and may refer to them simply as external knowledge (expertise) or internal knowledge (company knowledge).

[0019] The information processing system of this embodiment can be applied within an organization such as a company to handle consultations (inquiries), applications, risk checks, and more. Based on the specialized knowledge and internal company knowledge registered in the information processing system, it can generate answers to received consultations and questions, and can switch between displaying answers based on specialized knowledge regarding general topics and answers based on internal company knowledge regarding company-specific topics. Furthermore, for consultation cases, it is possible to process inquiries to the relevant departments that have jurisdiction over the consultation. In addition, for application cases, the types and formats of application documents, processing procedures, etc., are presented, and application data can be created as needed.

[0020] The following describes one embodiment in more detail with reference to the drawings. Figure 1 is an overview diagram of the information processing system according to the embodiment. The information processing system 10 of this embodiment is constructed as a system that provides a so-called consulting information service, which provides solutions (such as suggesting a contact point for consultation or assisting with application processing) or information that is deemed effective in resolving various problems that occur within an organization (company) by making inquiries.

[0021] As shown in Figure 1, the information processing system 10 of this embodiment includes a server 11 as an information processing device, terminal devices 12-1 to 12-3 located within the company, and a communication network 13. In this embodiment, the server 11 and the terminal devices 12-1 to 12-3 are connected to each other via the communication network 13 so that they can communicate with one another.

[0022] In Figure 1, for ease of understanding, only one server 11 is shown. However, for example, it may be configured with multiple servers, or multiple servers connected via a communication network 13 as a cloud server. Also, although the figure shows a case with three terminal devices 12, it is sufficient to have at least one.

[0023] The terminal devices 12-1 to 12-3 of this embodiment are operated by users such as company employees. In the following description, unless otherwise distinguished, each terminal device 12-1 to 12-3 will be referred to as terminal device 12. The communication network 13 is configured as, for example, a LAN or a WAN.

[0024] In this case, the information processing system 10 is constructed as a server-client type system, including a server 11 and terminal devices 12-1 to 12-3 as client devices.

[0025] It is also possible that multiple user terminals 12 belonging to multiple organizations are connected to a single server 11. In this case, for example, a specialized knowledge database, which contains general knowledge, may be registered by a system vendor and made available to users belonging to multiple organizations, while an internal knowledge database may be set up for each of the multiple organizations, and users may only be able to use the internal knowledge registered in the database of the organization to which they belong.

[0026] This allows users to obtain reliable and appropriate answers based on expert-created or supervised information, without having to create or register their own specialized knowledge. Furthermore, vendors can easily provide systems or services to multiple users.

[0027] In this case, it is preferable for the system vendor to manage individual users by associating them with the organizations to which they belong, using account information, etc.

[0028] Figure 2 is a block diagram illustrating the schematic configuration of the server in this embodiment. The server 11 in this embodiment includes an MPU 21, a ROM 22, a RAM 23, a communication interface (IF) 24, and an external storage device 25. The MPU 21 in this embodiment controls the entire server 11 based on a predetermined control program.

[0029] The MPU 21 is a so-called processor. It may be configured as a so-called MPU (MicroProcessing Unit), GPU (GraphicsProcessing Unit), FPGA (FieldProgrammableGateArray), or ASIC (ApplicationSpecificIntegratedCircuit), etc. Furthermore, the MPU 21 is not limited to an electronic circuit using electronic logic elements, but may be realized by an optical circuit using optical logic elements. In addition, the MPU 21 may be configured as a quantum computing element.

[0030] ROM 22 non-volatilely stores, for example, the basic control program from a predetermined control program. As a result, the MPU 21 reads control programs other than the basic control program from the external storage device 25, loads them into RAM 23, and performs control. RAM 23 volatilically stores, for example, programs or various data and functions as a work area.

[0031] The communication interface 24 controls communication with external devices (e.g., terminal devices 12, external servers, or databases) via the communication network 13. The external storage device 25 is configured with one or more hard disk drives, SSDs (Solid State Drives), etc., and a database (DB) 25A is built on it. The configuration of this database 25A will be described in detail later.

[0032] Figure 3 is a block diagram illustrating the overall configuration of the terminal device. For example, the terminal device 12 in this embodiment is a client device managed by a user who utilizes the information provision service provided by the information processing system 10.

[0033] The terminal device 12 of this embodiment includes an MPU 31, a ROM 32, a RAM 33, a communication interface (IF) 34, an input / output interface (IF) 35, an external storage device 36, a display device 37, and an input device 38.

[0034] The MPU 31 controls the entire terminal device 12, for example, based on a predetermined control program.

[0035] ROM 32 non-volatilely stores, for example, the basic control program from a predetermined control program. As a result, the MPU 31 reads control programs other than the basic control program from the external storage device 25, loads them into RAM 33, and performs control. RAM 33 volatilically stores, for example, programs or various data and functions as a work area.

[0036] The communication interface 34 controls communication with an external device (e.g., terminal device 12) via the communication network 13, for example. The input / output interface 35 performs interface operations for data output to the display device 37 and data input from the input device 38, for example.

[0037] The external storage device 36 is configured to include, for example, one or more hard disk drives, SSDs (Solid State Drives), etc.

[0038] The display device 37 is, for example, an LCD (Liquid Crystal Display), a PDP (Plasma Display Panel), or an organic EL (ElectroLuminescence) panel.

[0039] The input device 38 is, for example, a keyboard, mouse, or touch panel. In this case, the display device 37 and the input device 38 can be integrally formed and configured as, for example, a touch panel display.

[0040] In this embodiment, the terminal device 12 displays, for example, inquiry (question) information entered via the input device 38 on the screen of the display device 37 based on information from the server 11, and also displays answer information generated by the information provision service.

[0041] This response information should preferably include links to contact information and application processing information, as described later.

[0042] Figure 4 is an explanatory diagram of an example of the database configuration of this embodiment. The database 25A of this embodiment includes a specialized knowledge database (DB) 41 for storing specialized knowledge, an internal knowledge database (DB) 42 for storing internal company knowledge, and a related question database (DB) 43.

[0043] In this embodiment, the expert knowledge database (DB) 41, the in-company knowledge database (DB) 42, and the related question database (DB) 43 are also aggregates of databases for each department. Here, as an example, assume that there are seven departments in the company, such as the Personnel Department, the Legal Affairs Department, the General Affairs Department, the Sales Department, the Accounting Department, the Public Relations Department, and the IT Management Department.

[0044] In this embodiment, the expert knowledge database 41 includes a personnel expert knowledge database (DB) 51, a legal expert knowledge database (DB) 52, a general affairs expert knowledge database (DB) 53, a sales expert knowledge database (DB) 54, an accounting expert knowledge database (DB) 55, a public relations expert knowledge database (DB) 56, and an IT expert knowledge database (DB) 57.

[0045] For example, in the personnel expert knowledge database 51, as personnel-related expert knowledge created under the supervision of personnel experts, there are text data 61 that have been written into terms used, the relationship with regulations such as laws and regulations, explanations of the application of regulations, application examples in past cases, etc. A plurality of these are stored in association with source information data 62 that identifies the source (source: regulations, past cases, documents, etc.) of the text, author name data, creation date data, version information data, keywords indicating the content of the data, tags, etc.

[0046] Note that the databases of expert knowledge or in-company knowledge do not necessarily have to be separated as databases for each department or field of knowledge. For example, they may be separated by functions, legal areas, etc. Also, for example, a plurality or all of the expert knowledge and in-company knowledge may be stored in one database, with information such as keywords and tags that can appropriately classify and identify the information attached. The keywords and tags may be attached using a learned model or the like based on the content of the knowledge.

[0047] Note that the field registered as specialized knowledge may or may not match the department of the user's organization. Specialized knowledge is registered by vendors in a wide range of fields and areas, and it is preferably used within the scope or content required by individual users. Also, there may be a field where specialized knowledge is registered but in-house knowledge is not. As a result, regarding questions about such fields, users can obtain at least answers based on specialized knowledge, and can also create or generate in-house knowledge by referring to the answers based on specialized knowledge.

[0048] FIG. 5 is a block diagram showing an example of the functional configuration of the server according to the present embodiment. The server 11 of the present embodiment has functions as an input reception unit 11a, a search unit 11b, an answer generation unit 11c, an output control unit 11d, and a storage unit 11e, for example, as shown in FIG. 5.

[0049] Specifically, a program for realizing each function of the server 11 is stored in, for example, the ROM 22 or the RAM 23 or the like. The MPU 21 can realize each function of the server 11 by reading and executing the program stored in the ROM 22 or the RAM 23 or the like.

[0050] The input reception unit 11a performs information communication with at least one terminal device 12 via the communication network 13, for example. Specifically, the input reception unit 11a receives the input of input information such as question information from the terminal device 12. The input reception unit 11a stores the received input information in the storage unit 11e.

[0051] Note that the question information may be, in addition to so-called inquiries or questions in interrogative form, information regarding issues that need to be solved, or may be a document created regarding business that does not include the user's doubts or concerns. In this case, improvement points or points to be pointed out regarding the content of the input document or the like, such as business risks that may be included in the content of the document or the like, improvement points regarding such risks, points of omission in consideration, or points that are considered to require further consideration, become the answer information. Note that in this specification, the question information may be appropriately referred to as a question.

[0052] In this embodiment, the search unit 11b searches the expert knowledge database 41 and the in-house knowledge database 42 to obtain information related to the question content, and more specifically, information that can be used to provide an appropriate answer to the question content, based on the question information.

[0053] During this search, the search unit 11b can, for example, extract legal names and terms related to the question information and obtain them as keywords. Based on the keyword information indicating the obtained keywords, it can generate a search query to search and extract related information from the expert knowledge database. When generating queries, a trained model such as a large-scale language model can be used to enable the extraction and acquisition of appropriate keywords. Furthermore, it is possible to generate multiple queries for each search destination. For example, queries with different content can be used for expert knowledge and internal company knowledge.

[0054] The search unit 11b can use search queries to search for past cases and references related to the question in, for example, the storage unit 11e, or other linked servers, arbitrary web pages on the internet, book data, etc., in the user's online storage, groupware, communication tools, and other SaaS where information similar to company knowledge is stored. It is also possible to include summarized information and processed information such as embedding, which are summaries of previously collected information using a large-scale language model.

[0055] The answer generation unit 11c of this embodiment generates answer information to be presented to the user based on the search results obtained by the search unit 11b. Specifically, it inputs the question information and the information obtained by the search unit 11b as being related to the question information into a trained model capable of generating text, such as a large-scale language model, and generates an answer. Furthermore, in this process, information related to the answer can be generated based on information that the trained model, such as a large-scale language model, can output, without relying on specialized knowledge or in-house knowledge. In addition, in this specification, the trained model may be a combination of multiple different models.

[0056] Thus, in this embodiment, answers to question information are generated using a technique known as RAG (Retrieval-Augmented Generation).

[0057] In this embodiment, the answer information is presented to the user on the terminal device 12 to which the question information was transmitted.

[0058] In this embodiment, the output control unit 11d communicates information with the terminal device 12, for example, via the communication network 13. Specifically, the output control unit 11d outputs answer information, including question information, to the terminal device 12. Furthermore, if an operation related to the outputted answer information is performed, the output control unit outputs information corresponding to the operation as new answer information to the terminal device 12.

[0059] The storage unit 11e stores, for example, various programs executed on the server 11. The storage unit 11e also stores keyword information and data being processed. Some or all of this information may be stored in an external server device or the like.

[0060] In the server 11 of this embodiment, functions such as search processing and answer information generation processing can be improved and customized based on the processing history of questions and the evaluation of answers described later. For example, processing history (specifically, stored information on questions received in the past and the answers generated) can be referenced for each user (each terminal device 12) or for each department or organization to which the user belongs, and learning processing may be performed to adjust (learn) the machine learning model that generates answer information by changing the prompts of the large-scale language model, performing fine tuning and information embedding, etc.

[0061] Next, the operation of the embodiment will be specifically explained using the example of a case where there is a question (or request) regarding internal management. Figure 6 is an overview sequence flowchart of the information processing system of the embodiment. First, the user launches an application capable of displaying screens related to the information processing system, such as a browser, on the terminal device 12, performs a login operation to the system, displays a question input screen on the display device, and inputs question information (step S11).

[0062] Figure 7 is an explanatory diagram of the question input screen of this embodiment. The question input screen SC1 of this embodiment includes a system name display area NM, a question input area AR1, and a question confirmation button BT1.

[0063] The system name display area NM displays the name of the information processing system. The question input area AR1 is the area for inputting question information. For example, it can be input by directly entering text data or by dropping a file with a predetermined format, such as a text data file, and will be displayed as question information.

[0064] The question confirmation button BT1 is a button that confirms the entered question information and issues a command to send the question information to the server 11. For example, when question information is entered in the question input area AR1, clicking this button causes the MPU 31 of the terminal device 12 to send text data or a file as question information to the server 11.

[0065] The communication interface of server 11, which receives the question information, acquires the directly input text data or extracts text data from a file having a predetermined format. Then, the MPU of server 11 uses a large-scale language model to refer to the expert knowledge database 41 and the in-house knowledge database 42 with respect to the question information as text data and generates answer information (step S12).

[0066] Then, the MPU 21 of the server 11 transmits the generated response information and response information display screen (initial response screen) data corresponding to the information related to the response information to the terminal device 12 that sent the question information via the communication interface 24 and the communication network 13 (step S13).

[0067] As a result, the MPU 31 of the terminal device 12 receives the response information display screen data via the communication interface 24, expands it on the RAM 33 (or VRAM, not shown) as needed, and displays the response information screen, in this embodiment the first response information screen SC2, on the display device 37 via the input / output interface 35 (step S14).

[0068] Figure 8 is an explanatory diagram showing an example of the first answer information screen. The first answer information screen SC2 of this embodiment includes a system name display area NM, a question display area AR11, reference source information selection tabs TB1 to TB3, a first answer information display area AR12, and a second answer information display area AR13.

[0069] The question display area AR11 is the area where the question entered on the question input screen SC1 is displayed. The answer display area ARANS is the area where the answer information to the question information is displayed.

[0070] The first answer information screen SC2 of this embodiment includes first to third source information selection tabs.

[0071] The first source information selection tab TB1 in this embodiment is a tab that can be selected by clicking, for example, when selecting answer information that references all of the large-scale language model, the expert knowledge database, and the in-house knowledge database 42. The second source information selection tab TB2 in this embodiment is a tab that can be selected by clicking, for example, when displaying answer information that references the expert knowledge database 41. The third source information selection tab TB3 in this embodiment is a tab that can be selected by clicking, for example, when displaying answer information that references the in-house knowledge database 42. These tabs are examples of a user interface that enables the selection of the source of answer information.

[0072] In the example in Figure 8, the source information selection tab TB1 is filled in, indicating that it is selected.

[0073] In the example in Figure 8, the second source information selection tab TB2 is shown to be unfilled and therefore unselected. When the source information selection tab TB2 is clicked to select answer information that references the expert knowledge database 41, in the example in Figure 8, the source information selection tab TB1 becomes unfilled and unselected, while the source information selection tab TB2 becomes filled and selected.

[0074] The source information selection tab TB3 is the tab that is clicked to select the internal knowledge database 42 as the source.

[0075] In the example in Figure 8, the third source information selection tab TB3 is shown to be unfilled and therefore unselected. When the source information selection tab TB3 is clicked to select answer information that references the internal knowledge database 42, in the example in Figure 8, the source information selection tab TB1 becomes unfilled and unselected, while the source information selection tab TB32 becomes filled and selected.

[0076] Furthermore, a tab may be provided that displays response information obtained based on a large-scale language model, without using either the expert knowledge database 41 or the in-house knowledge database 42.

[0077] The first answer information display area AR12, included in the answer information area ARANS, is the area where the first answer information deemed most relevant to the question is displayed. This determination is made, for example, by calculating the degree of relevance between the question and the answer by the server 11 or the like.

[0078] In this embodiment, the first answer information display area AR12 includes a search information display area LG1, an answer title display area TL1 corresponding to the answer information in the first answer information display area AR12, a first answer information text display area AR121, a display switching button BT11, a high rating button BT12A, a need for improvement button BT12B, a consultation link information tab TB11, and an additional information confirmation link tab TB12.

[0079] The search information display area LG1 shows the field to which the issue corresponding to the question belongs (in the example in Figure 8, it is a personnel-related issue), the importance of the answer information, etc.

[0080] The response title display area TL1 displays the response title from the response information in the first response information display area AR12. In the example in Figure 8, it displays "Measures to improve the engagement of young employees".

[0081] In this embodiment, the first answer information text display area AR121 is an area that displays answer information as a search result obtained in response to question information. The display switching button BT11 in this embodiment is operated by the user in the first answer information display area AR12 to switch the display / hide status of the content of the first answer information text display area AR121, and is a button that toggles the display / hide status. A toggle is an example of a user interface that switches between display and hide.

[0082] In the state shown in Figure 8, the first answer information display area AR12 is in a content display state. By clicking the display switching button BT11, it will become content-hidden, similar to the second answer information display area AR13 described later.

[0083] The high-rating button BT12A in this embodiment is a button that a user clicks when they find the answer information displayed in the first answer information display area AR12 useful and evaluate the answer information. Answer information for which this high-rating button BT12A is clicked may be registered in the related question database 43 as information with a high priority for providing as an answer to similar questions. Note that the button is an example of a user interface that enables user selection.

[0084] The "Need Improvement" button BT12B in this embodiment is an example of a user interface for users to evaluate answers. For example, it is a button that a user clicks when they feel that the answer information displayed in the first answer information display area AR12 is not very useful, or is off-topic, and they wish to request improvement to the answer information. Answer information for which the "Need Improvement" button BT12B has been clicked may be registered in the related question database 43 as information that needs improvement or has a low priority for providing as answer information for similar questions.

[0085] The evaluation of the response information may consist of two pieces of information indicating necessity or unnecessary, such as via the improvement button BT12B in this embodiment; it may also consist of information indicating a range between unnecessary and necessary (for example, an evaluation in multiple stages); or it may include text indicating specific points for improvement.

[0086] Furthermore, if this priority falls below a predetermined priority, it is possible to configure the system so that similar question information is not used as answer information. Such information may be associated with the user or the user's organization and stored on the server 11.

[0087] The consultation link information tab TB11 in this embodiment, when clicked, is a tab that displays information on the appropriate contact point within the organization for consultation or inquiry regarding question information or answer information, when the user wishes to consult or inquire with the relevant department. The information on the contact point of the relevant department is an example of information related to the answer information, and is, for example, link information for displaying a consultation screen or consultation form. Information regarding the contact point is suggested based on, for example, the content and tagging of the question and answer, the knowledge used in the answer, master information that stores the department and contact information of the organization, etc.

[0088] This consultation information is generated by server 11, for example, as information related to the answer information, and transmitted to terminal device 12. In consultations via the information processing system of this embodiment, it is preferable that the question information and / or answer information, etc., are used by being automatically entered into the input form on the consultation screen. This makes it easy for users to consult, and users receiving consultations can also easily obtain appropriate information.

[0089] The additional information confirmation link tab TB12 in this embodiment is a tab for asking further questions after referring to the answer information. When this tab is clicked, a question input area is displayed, and for the entered question, an answer is generated that inherits the information from the previous question and answer information.

[0090] In this embodiment, the second answer information display area AR13 is an area where second answer information that is judged to be highly relevant to the question information, following the first answer information display area AR12, is displayed. In Figure 8, the answer information is hidden, and only the search information display area LG2, the answer title display area TL2, and the display switching button BT21 are displayed, while the second answer information area is not displayed. This improves the ability to view answer information in a list when multiple answer pieces of information exist.

[0091] The search information display area LG2 shows the field to which the issue corresponding to the question information belongs (in the example in Figure 8, it is a personnel-related issue), the importance level of the answer information, etc.

[0092] The display switching button BT21 is operated to switch the content display / hide status in the second answer information display area AR13, and is a button that toggles the content display / hide status. In Figure 8, the second answer information display area AR13 is in a content-hidden state, so clicking the display switching button BT11 will result in the same content display state as the first answer information display area AR12 described above.

[0093] The above explanation described the case where there are two answer information display areas, the first answer information display area AR12 and the second answer information display area AR13. However, the number of answer information display areas can be changed depending on the number of answer information items. If there are three or more answer information items, the content of the first answer information display area AR12, which is judged to be most relevant to the question information, will be displayed in the three or more answer information display areas, and the content of the other answer information display areas may be hidden.

[0094] Next, we will explain the case in which, based on the content displayed on the first response information screen SC2, the user operates the input device 38 on the terminal device 12 and performs operations such as selecting the reference source information tabs TB1 to TB3, switching display buttons BT11 and BT21, the consultation link information tab TB11, and the additional information confirmation link tab TB12.

[0095] Here, the operation content response processing of this embodiment will be described in detail. Figure 9 is a processing flowchart of the operation content response processing of this embodiment. First, the MPU of the terminal device 12 determines whether a tab or button has been operated or selected on the response information display screen (steps S15, S16A).

[0096] In the determination in step S16A, if a tab or button is operated or selected (step S16A; Yes), the MPU 21 of the terminal device 12 determines whether the tab is a reference source information selection tab TB1 to TB3 (step S16B).

[0097] In the determination in step S16B, if the tab is not one of the source information selection tabs TB1 to TB3 (step S16B; No), the MPU 31 of the terminal device 12 proceeds to step S16C.

[0098] In the determination in step S16B, if the tab is one of the source information selection tabs TB1 to TB3 (step S16B; Yes), the MPU 31 of the terminal device 12 performs response information display control corresponding to the source (step S16G), and displays a response information screen containing content response information corresponding to the source according to the operation content from the response information obtained as a result of the search on an output device such as the display of the terminal device 12 (step S17).

[0099] Here, we will explain an example of the display screen when the selection in the source information selection tabs TB1 to TB3 is changed.

[0100] Figure 10 is an explanatory diagram of the response information screen when the reference source information selection tab TB3 of this embodiment is selected. In Figure 10, the same reference numerals are used for parts that are the same as in Figure 8, and their detailed explanations are provided by referring to the same reference numerals.

[0101] The example in Figure 10 shows an example of the display when a question about side jobs is asked. The first answer information screen SC3 includes a system name display area NM, a question content display area AR11, reference source information selection tabs TB1 to TB3, a first answer information display area AR12, and a second answer information display area AR13.

[0102] The question content display area AR11 displays the question content entered on the question input screen SC1. The reference information selection tab TB1 is a tab that is clicked to select answer information that references all of the following: the large-scale language model, the expert knowledge database, and the in-house knowledge database 42. The display of the reference information selection tab TB1 switches each time it is clicked. In the example in Figure 10, the reference information selection tab TB3 is filled in, indicating that an answer generated based on company-specific knowledge (in-house knowledge database 42) has been selected and is displayed. As a result, the first answer information display area AR12 and the second answer information display area AR13 display answers based on the employment regulations, which are an example of company-specific knowledge (in-house knowledge) included in the in-house knowledge database 42, and do not include answers that refer to the expert knowledge database 41.

[0103] The application link tab TB13 in this embodiment, like the consultation link tab TB11 described above, is a tab that, when clicked by a user who wishes to perform an application process related to a question by referring to the answer information for the question, displays the information necessary for the application. For example, it displays link information to display the application processing screen or application form of the relevant department to which the application is submitted. This information about the application destination is generated by the server 11 as information related to the answer information and transmitted to the terminal device 12.

[0104] In the display screen of Figure 10, the first answer information text display area AR121 is provided with a source information display area SO1 that displays information related to specialized knowledge or general knowledge (in this embodiment, the source, the authority responsible for the knowledge, the registration / update date of the knowledge, related keywords, tags, etc.) which is the basis of the answer information obtained as a search result corresponding to the question content.

[0105] Furthermore, it is preferable that the content of the specialized or general knowledge used in the response be verifiable within the system as appropriate. For example, in the example shown in Figure 10, clicking on the source information display area SO1 or a separate button indicating the source on the display screen will display the employment regulations file, allowing the user to verify the contents of the employment regulations. This is expected to enable the user to take a more appropriate response.

[0106] Next, the MPU 21 of the terminal device 12 determines whether the button is a display switching button BT11 or BT21 that switches the displayed content (step S16C). If, in the determination in step S16C, the button is not a display switching button BT11 or BT21 that switches the displayed content (step S16C; No), the process proceeds to step S16D.

[0107] In the determination in step S16C, if the button is a display switching button BT11 or BT21 that switches the display content (step S16C; Yes), the MPU 21 of the terminal device 12 controls the display / hide of the content of the answer display area according to the operation content (step S16H), and displays the answer information display screen data corresponding to the display screen showing the desired answer display area on the output device of the terminal device 12 (step S17).

[0108] Next, the MPU 21 of the terminal device 12 determines whether the tab is the consultation link information tab TB11 (step S16D). If, in the determination in step S16D, the tab is not the consultation link information tab TB11 (step S16D; No), the process proceeds to step S16E. If, in the determination in step S16D, the tab is the consultation link information tab TB11 (step S16D; Yes), the MPU 21 of the terminal device 12 performs response information display control corresponding to the consultation process (step SS16I), performs response information display control corresponding to the referrer (step S16G), and displays response information display screen data corresponding to the display screen showing the linked screen associated with the consultation link information tab TB11 on the output device of the terminal device 12 (step S17). In this case, the consultation content and its response are notified to the department at the linked consultation destination, making the consultation content clear, reducing the time required to confirm the background and issues, and allowing the consultation to proceed quickly.

[0109] Next, the MPU 21 of the terminal device server 11 determines whether the tab is the additional information confirmation link tab TB12 (step S16E). If, in the determination in step S16E, the tab is not the additional information confirmation link tab TB12 (step S16E; No), the process moves to step S16F.

[0110] In the determination in step S16E, if the tab is the additional information confirmation link tab TB12 (step S16E; Yes), the terminal device 12 accepts further questions (additional question information) from the user via the input device and sends information including the additional question information to the server 11. The MPU 21 of the server 11 generates answer information to the additional question information from the user, for example, using a trained model similar to the one used to generate answer information to the question information, and sends information to the terminal device 12 to control the display of the answer information corresponding to the additional information confirmation process (step S17).

[0111] Furthermore, the MPU 31 of the terminal device 12 determines whether the tab is the application link tab TB13 on the first response information screen (step S16F). If, in the determination in step S16F, the tab is not the application link tab TB13 (step S16E; No), the process is terminated.

[0112] In the determination in step S16F, if the tab is the application link tab TB13 (step S16F; Yes), the MPU 31 of the terminal device 12 performs response information display control corresponding to the application process (step S16K), and displays the display screen data or URL of the linked application processing screen linked to the application link tab TB13 on the output device of the terminal device 12 (step S17).

[0113] The MPU 31 of the terminal device 12 determines whether or not the user has given an instruction to terminate processing (step S18).

[0114] In step S18, if the user gives instructions to terminate the process or close the application on which the screen is displayed (step S18; Yes), the process is terminated.

[0115] As described above, according to this embodiment, when a user belonging to an organization has questions or requests regarding internal issues, they can obtain answers based on reliable expert knowledge created by specialists and internal knowledge specific to the organization, and the basis for those answers can be easily understood. Furthermore, internal rules and notices corresponding to the inquiries can be easily checked and understood.

[0116] Furthermore, since inquiries and consultations can be made without pre-specifying contact persons or consultation points, early inquiries and consultations become possible. In addition, the content of inquiries and consultations can be easily understood and addressed by those who receive them.

[0117] Furthermore, from the perspective of the management department, inquiries can be handled without allocating manpower, and internal rules and compliance can be ensured based on internal knowledge. In addition, the content of the consultation becomes clearer, making it easier to confirm the background and points of the consultation when seeking advice.

[0118] The information processing system 10 of this embodiment can be useful even in fields where the user already possesses a certain level of knowledge. For example, it can be used to quickly search for company regulations and laws in the field in which an employee is responsible, to confirm their contents, or to review documents that have been created. Furthermore, since it is possible to obtain both the answer to a question and the supporting knowledge simultaneously, it can also be expected to have an educational effect on less experienced employees.

[0119] Some of the functions of the server 11 in this embodiment may be implemented by at least one server device outside the information processing system 10. For example, the server 11 may be configured to implement some of its functions by inputting (transmitting) data to an external server on which a large-scale language model (LLM) is implemented, and acquiring (receiving) data output from the external server.

[0120] In the above embodiment, the MPU of the terminal device 12 sequentially determines the switching of multiple displays. However, it is also possible to perform only some of the decisions and processes in response to instructions via the user interface regarding the switching of displays.

[0121] Furthermore, in the above-described embodiment, in step S13, the server 11 generates information regarding the answer, which is initially hidden, and the terminal device 12 receives it, and the terminal device 12 switches the information displayed. However, the server 11 may receive information or generate information in response to instructions each time the display is switched or for some of the displays.

[0122] At least some of the functions of the server 11 in this embodiment may be configured to be implemented by the terminal device 12.

[0123] Furthermore, the history of past questions can be stored on server 11 and displayed in a list, or individual questions and answers can be viewed. This history may be compiled by user, department, or organization. In this case, access rights may be set to control whether or not the question history can be viewed. In addition, the history may be displayed on the same screen as the question input screen and answer screen, such as in Figures 8 and 10 (for example, in a separate column), or it may be displayed on a separate screen.

[0124] The server or terminal device of this embodiment includes a control device (processor) such as an MPU, a storage device such as ROM (ReadOnly Memory) or RAM, an external storage device such as an HDD or SSD, a display device, and an input device, and has a hardware configuration that uses a normal computer.

[0125] The program executed on the server or terminal device of this embodiment is provided as an installable or executable file recorded on a computer-readable recording medium such as a USB memory stick, an SSD, or a DVD (Digital Versatile Disk).

[0126] Furthermore, the program executed on the server or terminal device of this embodiment may be stored on a computer connected to a network such as the Internet and provided by being downloaded via the network. Alternatively, the program executed on the server or terminal device of this embodiment may be provided or distributed via a network such as the Internet.

[0127] Furthermore, the server or terminal device program of this embodiment may be configured to be pre-installed and provided in ROM or the like.

[0128] The program executed by the server or terminal device of this embodiment has a modular configuration that includes the above-mentioned parts (input receiving unit, search unit, answer generation unit, output control unit, storage unit, ...). In actual hardware, the MPU (processor) reads the program from the storage medium and executes it, loading the above-mentioned parts onto the main memory, and the input receiving unit, search unit, answer generation unit, output control unit, storage unit, ... are generated on the main memory.

[0129] Although embodiments of this disclosure have been described in detail above, these embodiments are presented as examples only and are not intended to limit the user to individual embodiments. Each embodiment can be modified in various ways, including additions, changes, substitutions, partial deletions, and combinations, without departing from the technical spirit of the present invention. These embodiments and their variations are included within the scope of the invention described in the claims and its equivalents.

[0130] 10 Information Processing System 11 Server 12, 12-1, 12-2, 12-3 Terminal Device 11a Input Reception Unit 11b Search Unit 11c Answer Generation Unit 11d Output Control Unit 11e Storage Unit 12A High Rating Button BT 12B Improvement Needed Button BT 13 Communication Network 21, 31 MPU 22, 32 ROM 24, 34 Communication Interface (IF) 25, 36 External Storage Device 25A Database (DB) 35 Input / Output Interface (IF) 37 Display Device 38 Input Device 41 Expert Knowledge Database (DB) 42 Internal Knowledge Database (DB) 43 Related Question Database (DB) 51 Human Resources Expert Knowledge Database (DB) 52 Legal Expert Knowledge Database (DB) 53 General Affairs Expert Knowledge Database (DB) 54 Sales Expert Knowledge Database (DB) 55 Accounting Expertise Database (DB) 56 Public Relations Expertise Database (DB) 57 IT Expertise Database (DB) 61 Text Data 62 Source Information Data AR11 Question Content Display Area AR12 First Answer Information Display Area AR121 First Answer Information Text Display Area AR13 Second Answer Information Display Area BT11, BT21 Display Switching Buttons TB1, TB2, TB3 Reference Information Selection Tab TB11 Consultation Link Information Tab TB12 Additional Information Confirmation Link Tab TB13 Application Link Tab SC1 Question Input Screen AR1 Question Input Area LG1, LG2 Search Information Display Area BT1 Question Confirmation Button SC2 First Answer Information Screen 23, 33 RAM

Claims

1. An information processing device that processes data using at least one processor, comprising: a pre-configured general external knowledge database; a pre-configured internal knowledge database; an input receiving unit that receives input; a search unit that uses the input as a reference source, one of the large-scale language model, the general external knowledge database, and the internal knowledge database, and performs search extension generation based on the reference result of at least one of the reference sources, the general external knowledge database or the internal knowledge database; an answer generation unit that generates one or more answer pieces of information relating to the input based on the search results of the search unit; and an output control unit that outputs the answer pieces in association with the reference sources.

2. The information processing apparatus according to claim 1, wherein the internal knowledge database stores at least one of the following: internal regulations data, Q&A data, manual data, and past case data.

3. The information processing apparatus according to claim 1, wherein the response information includes a link to a contact point for consultation regarding the input, a link to a contact point for application if any application is possible regarding the input, or a link to additional information that should be confirmed.

4. The information processing apparatus according to claim 1, comprising a display device for displaying the answer information, wherein when the answer information includes answer information corresponding to multiple reference sources, a tab for selecting a reference source is displayed on the display device, and when a tab is selected, only the answer information corresponding to that tab is displayed on the display device.

5. The information processing device according to claim 1, wherein the response information includes the business division responsible and the source information of the response information.

6. An information processing system comprising: an information processing device according to any one of claims 1 to 5; and a terminal device having at least one processor that communicates with the information processing device and displays a display screen including the presented answer information based on the answer information output from the information processing device.

7. An information processing method performed by an information processing device that processes data using at least one processor, with reference to a pre-configured general external knowledge database and a pre-configured internal knowledge database, comprising: a step of receiving input; a step of generating a search extension using the input as a reference source, with reference to a large-scale language model, the general external knowledge database, and the internal knowledge database, respectively, and based on the reference result of at least one of the reference sources, the general external knowledge database or the internal knowledge database; a step of generating one or more answer information related to the input based on the result of the search extension generation; and a step of outputting the answer information in association with the reference sources.

8. The information processing method according to claim 7, wherein the response information includes a link to a contact point for consultation regarding the input, a link to a contact point for application if any application is possible regarding the input, or a link to additional information that should be confirmed.

9. The information processing device comprises a display device for displaying the answer information, and the information processing method according to claim 7, comprising the steps of: displaying tabs on the display device for selecting a reference source when the answer information includes answer information corresponding to a plurality of reference sources; and, when a tab is selected, displaying only the answer information corresponding to that tab on the display device.

10. The information processing method according to claim 7, wherein the response information includes the business division responsible and the source information of the response information.

11. A computer-readable recording medium that records a program executed by an information processing device that performs processing by at least one processor, referencing a pre-configured general external knowledge database and a pre-configured internal knowledge database, the recording medium comprising: an input receiving unit that receives input from the processor; a search unit that uses the input as a reference source, the general external knowledge database and the internal knowledge database, and performs search extension generation based on the reference result of at least one of the reference sources, the general external knowledge database or the internal knowledge database; an answer generation unit that generates one or more answer pieces of information relating to the input based on the search results of the search unit; and an output control unit that outputs the answer pieces in association with the reference sources.

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